700136a epro61 osms api ref guide

Aspect® EnsemblePro™

OSMS API Reference Guide 6.1

© 2006 Aspect Software, Inc. All Rights Reserved. Unauthorized Reproduction Prohibited By Law.

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Part Number: 700136A

Date: September 27, 2006

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Table of Contents

About This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xxvIntended Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxv

Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxv

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxvii

Organization of this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxvii

Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxviii

Chapter 1 Coding Examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Visual Basic Coding Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

C++ Coding Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21

Chapter 2 Multi-Tenancy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Chapter 3 Monitor Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

AgentMonitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

AgentAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

AgentRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

AgentRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

AgentServices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

SummaryAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4

SummaryRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4

SummaryRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

NotifyAdd. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

NotifyRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

NotifyRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

AgentIndex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7

Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7

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vi | Table of Contents Aspect Software

Authenticate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-8

LoggedInAgents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-9

Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11

Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-12

ConnectSpecific . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-12

MonitorId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-13

UserArguments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-14

StartMessagePump . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-14

NotifyMonitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-14

ServiceMonitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-15

AodAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-15

AodRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-15

AodRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-16

AcdAdd. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-16

AcdRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-17

AcdRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-17

AgdAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-18

AgdRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-18

AgdRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-19

AmdAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-19

AmdRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-20

AmdRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-20

AmdSelfServiceSummaryAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-21

AmdSelfServiceSummaryRemove. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-21

AmdSelfServiceSummaryRemoveAll. . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-22

AmdReviewSummaryAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-22

AmdReviewSummaryRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-23

AmdReviewSummaryRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-23

ChatAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-24

OSMS API Reference Guide Confidential

Aspect Software Table of Contents | vii

ChatRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24

ChatRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-25

CtiAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-25

CtiRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26

CtiRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26

DistributionListMailQueues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-27

DistributionListMailQueueAdd. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-28

DistributionListMailQueueRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29

DistributionListMailQueueRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29

FeedApplicationAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-30

FeedApplicationRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-30

FeedApplicationRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-31

FeedApplicationQueueAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-31

FeedApplicationQueueRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-32

FeedApplicationQueueRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-32

IvrAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33

IvrRemove. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33

IvrRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-34

WorkgroupAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-34

WorkgroupRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-35

WorkgroupRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-35

Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36

NotifyStart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36

NotifyStop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-37

Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-37

FeedApplications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-39

SelfServiceSummaryMailQueues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-41

ReviewSummaryMailQueues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-42

Authenticate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-44

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Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-45

Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-46


MonitorId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-47

UserArguments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-48


TableMonitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-49

TableAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-49

TableRemove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-50

TableRemoveAll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-50

NotifyAdd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-51

NotifyRemove. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-51

NotifyRemoveAll. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-52

Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-52

Authenticate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-54

Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-55

Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-56


MonitorId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-57

UserArguments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-58


Chapter 4 Event Sink Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-1

AgentMonitorEventSink . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-1

ListenToEvents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-1

SetAgentDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-2

SetSummaryDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

SetAgentNotifyDataArrivalHandler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-5

SetConnectionDownHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-6


Aspect Software Table of Contents | ix

SetConnectionUpHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7

StopListeningToEvents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

ServiceMonitorEventSink . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9

ListenToEvents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9

SetAcdDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10

SetAgdDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-11

SetAodDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12

SetCtiDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14

SetIvrDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15

SetWorkgroupDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16

SetServiceNotifyDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17

SetConnectionDownHandler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18

SetConnectionUpHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-19

SetChatDataArrivalHandler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-20

SetAmdDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-21

SetFeedApplicationDataArrivalHandler. . . . . . . . . . . . . . . . . . . . . . . . . . . 4-22

SetFeedApplicationQueueDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . 4-23

SetAmdSelfServiceSummaryDataArrivalHandler . . . . . . . . . . . . . . . . . . . 4-24

SetAmdReviewSummaryDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . 4-26

StopListeningToEvents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-27

TableMonitorEventSink . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28

ListenToEvents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28

SetTableDataArrivalHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-29

SetTableNotifyDataArrivalHandler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-30

SetConnectionDownHandler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-31

SetConnectionUpHandler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-32

StopListeningToEvents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34


x | Table of Contents Aspect Software

Chapter 5 Data Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-1

AcdData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-1

AgentsInActive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-1

AgentsInHold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2

AgentsInIdle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-3

AgentsInInternal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-4

AgentsInManual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-5

AgentsInNotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-6

AgentsInOther . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-7

AgentsInPreview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-7

AgentsInWrap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-8

AgentsLoggedIn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-9

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-10

ApplicationId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11

AvgAgentActiveTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-12

AvgAgentIdleTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-13

AvgAgentWrapTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-13

AvgSpeedOfAnswer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-14

AvgTimeInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-15

AvgTimeToAbandon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16

CallsAbandonedBeforeQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-17

CallsAbandonedInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

CallsAnswered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

CallsInProgress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-19

CallsInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-20

CallsInVoiceMail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-21

CallsOffered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-22

CallsOverflowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-23


Aspect Software Table of Contents | xi

CallsRejected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23

CallsRerouted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24

CallsServicedWithinServiceLevel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25

CallsTransferredToAgent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26

CallsTransferredToExternal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-27

CallsTransferredToService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-28

CurrentLongestQueueWaitSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-28

MaxCallsInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-29

MaxWaitInQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-30

Occupancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-31

PercentServiceWithinServiceLevel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-32

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-33

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-34

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36

StartTimeMilitary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36

Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-37

StatusId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-38

StopTimeMilitary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39

GetAcdData. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-40

AgdData. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-41

AgentsInActive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-41

AgentsInHold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-42

AgentsInIdle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-42

AgentsInInternal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-43

AgentsInManual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-44

AgentsInNotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-45

AgentsInOther . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-46

AgentsInWrap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-47


xii | Table of Contents Aspect Software

AgentsLoggedIn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-47

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-48

ApplicationId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-49

AvgAgentActiveTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-50

AvgAgentIdleTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-51

AvgAgentWrapTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-52

AvgSpeedOfAnswer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-53

AvgTimeInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-54

AvgTimeToAbandon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-54

CallsAnswered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-55

CallsInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-56

CallsOffered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-57

CallsOverflowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-58

CallsRejected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-59

CallsRerouted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-59

CallsServicedWithinServiceLevel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-60

CallsTransferredToAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-61

CallsTransferredToService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-62

CurrentLongestQueueWaitSeconds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-63

MaxCallsInQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-64

MaxWaitInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-65

Occupancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-65

PercentServiceWithinServiceLevel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-66

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-67

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-68

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-69

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-70

StartTimeMilitary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-71

Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-72


Aspect Software Table of Contents | xiii

StatusId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-73

StopTimeMilitary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-73

GetAgdData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-74

AgentData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-75

AcdCalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-75

AgdCalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-76

ChatCalls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-77

EmailCalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-78

ActiveSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-78

AgentIndex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-79

AodCalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-80

Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-81

ApplicationId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-82

ConferenceCalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-83

ConsultationCalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-84

CurrentServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-84

DidCalls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-85

FirstName . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-86

GetAgentData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-87

HeldCalls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-88

HeldSeconds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-89

IdleSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-89

InternalCalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-90

InternalSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-91

LastDisposition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-92

LastDispositionId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-93

LastName . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-94

LoggedInSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-95

ManualCalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-96


xiv | Table of Contents Aspect Software

ManualSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-96

MonitoringCalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-97

NotReadySeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-98

NumberOfSales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-99

OtherSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-100

PreviewSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-101

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-101

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-103

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-103

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-105

Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-105

Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-107

StatusId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-108

StatusSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-108

StatusStartTimeMilitary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-109

TransferredCalls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-110

UserId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-111

WorkGroup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-112

WorkGroupId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-113

WrapSeconds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-114

AmdData. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-115

AgentsInActive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-115

AgentsInIdle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-116

AgentsInInternal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-117

AgentsInManual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-117

AgentsInNotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-118

AgentsInOther . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-119

AgentsInWrap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-120

AgentsLoggedIn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-121


Aspect Software Table of Contents | xv

Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-122

ApplicationId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-123

AvgAgentActiveTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-123

AvgAgentIdleTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-124

AvgAgentWrapTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-125

AvgSpeedOfAnswer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-126

AvgTimeInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-127

CallsAnswered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-128

CallsAutoResponded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-128

CallsInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-129

CallsOffered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-130

CallsOverflowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-131

CallsPendingProcessing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-132

CallsRerouted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-133

CallsServicedWithinServiceLevel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-133

CurrentLongestQueueWaitSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-134

MaxCallsInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-135

MaxWaitInQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-136

MessagesInReviewList . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-137

NumberOfOutboundEMails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-138

Occupancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-139

PercentServiceWithinServiceLevel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-139

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-140

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-141

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-142

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-143

StartTimeMilitary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-144

Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-145

StatusId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-146


xvi | Table of Contents Aspect Software

StopTimeMilitary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-147

GetAmdData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-148

AmdSummaryByQueueData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-148

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-148

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-149

QueueId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-150

Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-151

NumberOfEmails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-152

GetAmdSummaryByQueueData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-153

AodData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-154

AbandonedByCustomer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-154

AbandonedBySwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-155

AbandonedPercent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-156

AgentsInActive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-157

AgentsInHold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-158

AgentsInIdle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-158

AgentsInInternal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-159

AgentsInManual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-160

AgentsInNotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-161

AgentsInOther . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-162

AgentsInPreview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-163

AgentsInWrap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-163

AgentsLoggedIn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-164

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-165

ApplicationId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-166

AvgAgentActiveTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-167

AvgAgentIdleTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-168

AvgAgentWrapTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-169

BusyHourCallRate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-169


Aspect Software Table of Contents | xvii

CallsAnswered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-170

CallsDialed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-171

CallsInProgress. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-172

CallsInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-173

CallsTransferredToAgent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-174

CallsTransferredToExternal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-174

CallsTransferredToService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-175

CurrentQuota . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-176

GetAodData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-177

Hangup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-177

HitRate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-178


MaxQuota . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-180

NumberOfSales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-180

Occupancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-181

PeakHourCallRate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-182

PlayMessage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-183

PlayScript . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-184

ScheduledCallbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-184

SendDigits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-185

SendFax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-186

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-187

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-188

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-189

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-190


Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-191

StatusId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-193

StopTimeMilitary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-193


xviii | Table of Contents Aspect Software

ChatData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-194

AgentsInActive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-194

AgentsInHold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-195

AgentsInIdle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-196

AgentsInInternal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-197

AgentsInManual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-198

AgentsInNotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-199

AgentsInOther . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-199

AgentsInWrap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-200

AgentsLoggedIn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-201

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-202

ApplicationId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-203

AvgAgentActiveTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-204

AvgAgentIdleTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-205

AvgAgentWrapTime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-205

AvgSpeedOfAnswer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-206

AvgTimeInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-207

AvgTimeToAbandon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-208

CallsAbandonedBeforeQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-209

CallsAbandonedInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-210

CallsAnswered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-210

CallsInEmail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-211

CallsInQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-212

CallsOffered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-213

CallsOverflowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-214

CallsRejected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-215

CallsRerouted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-215

CallsServicedWithinServiceLevel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-216

CallsTransferredToAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-217


Aspect Software Table of Contents | xix

CallsTransferredToService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-218

CurrentLongestQueueWaitSeconds . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-219


MaxWaitInQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-220

Occupancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-221

PercentServiceWithinServiceLevel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-222

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-223

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-224

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-225

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-226


Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-227

StatusId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-228

StopTimeMilitary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-229

GetChatData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-230

CtiData. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-231

DistListMailQueueData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-232

Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-233

ApplicationId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-234

DistributionList. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-235

DistributionListId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-236

EMailed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-237

EndTimeMilitary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-238

LeftToBeMailed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-239

MailQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-240

MailQueueId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-241

Selected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-242

SendFailedCount . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-243

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-244


xx | Table of Contents Aspect Software

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-245

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-246

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-247

StartTimeMilitary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-248

Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-249

StatusId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-250

GetDistListMailQueueData. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-251

FeedApplicationData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-251

AbandonedBySwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-252

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-253

ApplicationId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-254

AverageDialRate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-255

AverageFeedRate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-256

AverageRequestRate. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-257

CallsAnswered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-258

CallsDialed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-259

CallsProvided . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-260

FeedApplication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-260

GetFeedApplicationData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-262

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-262

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-264

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-264

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-266

StartTimeMilitary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-266

Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-267

StatusId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-269

StopTimeMilitary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-269

FeedApplicationQueueData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-270

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-270


Aspect Software Table of Contents | xxi

ApplicationId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-272

AverageDialRateForNormalQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-273

AverageDialRateForMediumQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-274

AverageDialRateForHighQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-275

AverageFeedRateForNormalQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-276

AverageFeedRateForMediumQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-277

AverageFeedRateForHighQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-278

AverageRequestRateForNormalQueue . . . . . . . . . . . . . . . . . . . . . . . . . 5-279

AverageRequestRateForMediumQueue. . . . . . . . . . . . . . . . . . . . . . . . . 5-280

AverageRequestRateForHighQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-281

GetFeedApplicationQueueData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-282

NumberDeletedInNormalQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-282

NumberDeletedInMediumQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-283

NumberDeletedInHighQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-284

NumberDialedFromNormalQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-285

NumberDialedFromMediumQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-286

NumberDialedFromHighQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-287

NumberOfRecordsInNormalQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-288

NumberOfRecordsInMediumQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-289

NumberOfRecordsInHighQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-290

NumberPrioritizedInNormalQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-291

NumberPrioritizedInMediumQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-292

NumberPrioritizedInHighQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-293

NumberProvidedInNormalQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-294

NumberProvidedInMediumQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-295

NumberProvidedInHighQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-296

NumberRequestedInNormalQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-297

NumberRequestedInMediumQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-298

NumberRequestedInHighQueue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-299


xxii | Table of Contents Aspect Software

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-300

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-302

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-302

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-304

IvrData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-304

NotificationData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-306

AgentIndex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-306

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-307

ApplicationId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-308

DistributionListId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-309

FirstName. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-309

GetNotificationData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-311

LastName. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-311

MailQueueId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-312

MailQueueIndex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-313

ServiceCount . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-314

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-315

ServiceLong . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-316

ServiceShort. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-317

Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-318

Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-319

Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-319

UserId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-320

WorkGroup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-321

WorkGroupId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-322

TableData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-323

Abandoned. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-323

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-324

ApplicationId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-325


Aspect Software Table of Contents | xxiii

BadPhoneNumberCount . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-326

Dialed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-327

EndTimeMilitary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-328

ExcludedCount . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-329

Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-329

FilterId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-330

GetTableData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-331

InProgress. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-332

LeftToBeDialed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-333

RecordsProcessed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-333

RGBusyQueueCount . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-334

ScheduledCallbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-335

Selected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-336

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-337

ServiceId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-338

ServiceTableId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-339

ServiceType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-340

ServiceTypeId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-341


Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-342

StatusId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-343

TableId. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-345

TableName . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-345

TimeZoneFailureCount . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-347

Touched. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-347

WorkgroupData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-348

Chapter 6 Collection Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Agents Collection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1


xxiv | Table of Contents Aspect Software

AmdSummaryByQueues Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-3

FeedApplications Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-4

Services Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-5

Sites Collection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-6

Tables Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-8


About This Guide

The Aspect® EnsemblePro™ OSMS Client component is a set of COM objects that provide the application programmer with the ability to request and receive statistical data and EnsemblePro state information from the EnsemblePro OSMS Proxy Server in real time. These COM objects can be used in any COM-compliant language or tool. The OSMS Proxy Server is a transient data store that contains all of the information about a running EnsemblePro system. The data in the OSMS Proxy Server is updated, on a configurable basis, by the EnsemblePro CenterCord.

This technical reference describes the classes and class members that comprise the OSMS API. Use the class member descriptions in Chapters Two through Five to customize the code examples in Chapter One.

Intended Audience

This guide is designed for EnsemblePro system programmers.

You should have a basic understanding of and familiarity with the Microsoft Windows 2000 or 2003 operating system and an understanding of sophisticated software applications like Aspect EnsemblePro.

If you are a new Aspect EnsemblePro user, go to the Aspect® Education Services website for the latest training course information.

http://www.Aspect.com/Services/EducationServices.html

Document Conventions

The following typographic conventions and terms are used throughout this guide.

This: Indicates:

Bold Typeface Commands or responses you enter. Also, identifies names of windows/screens and constants.

Italic Typeface Examples. An example may not necessarily be the actual response, as each system will differ. Enter the response that is appropriate for the system on which you are currently working.


xxvi Aspect Software

The following grammatical conventions are used throughout this guide.

The following graphics are used throughout this guide.

Technical Support

Aspect Software provides technical support under the Aspect Software Customer Service Agreement. If you have a question or problem that you are unable to resolve by reading the manual or online Help, call the nearest Aspect Support Center location.

Monospace Typeface Code samples and syntax.

Click Press the left mouse button. Note that your mouse may differ depending on its make and model.

Right-click Press the right mouse button.

Example Indicates

Click Save. Click the indicated button. If a button has a symbol instead of a word on it (for example, Next >>), the text will read: Click the Next button.

Select the ODBC radio button.

Single-click to choose the specified radio button.

Select the Gateway Config check box.

Single-click to choose the specified check box.

Select Tools > Options. Select Tools from the menu bar and then select Options from the drop-down menu list.

NOTE This graphic shows a note that you should be aware of.

WARNING This graphic shows a warning that you need to follow to avoid serious problems.

This: Indicates:


Aspect Software xxvii

Prior to making the call, please be sure you can provide the following information:

• Your name and company name.

• Your Site Id.

• Your System Number.

• The name of the software application you are using.

• The version of the software you are using.

• A brief description of the problem, including any error messages that displayed, and a brief description of what you were doing when you encountered the problem.

You can contact Aspect Customer Support at:

Organization of this Guide

This guide consists of the following chapters:

• "About This Guide"—provides information about how to use this guide.

• "Chapter 1: Coding Examples"—gives Visual Basic and C++ coding examples. These exam-ples provide the framework for connecting to the OSMS and receiving statistical data. You can cut and paste this code into your application and immediately begin working with the OSMS API.

• "Chapter 2: Multi-Tenancy"—provides a description of the multi-tenancy feature and a code sample.

Location Phone Number Email

North America (except Mexico), Central America, and South America

1-800-999-4455 or1-978-952-0669

[email protected]

Mexico +52 55-9171-2001 [email protected]

Europe (except Germany), and Africa

+(44)(0) 845-6030872 [email protected]

Germany +(49)(0) 1804 668783 [email protected]

India and Middle East 1-800-999-4455 or +91 804133-5000

[email protected]


xxviii Aspect Software

• "Chapter 3: Monitor Interfaces"—provides interfaces that give you access to requesting and receiving statistical data and state information. These interfaces point to a multithreaded COM object that provides a reliable and reestablishing socket connection to the OSMS Proxy Server. Through event handlers you are notified when connections are established and lost, and receive statistical data.

• "Chapter 4: Event Sink Interfaces"—provides interfaces used by C++ applications to sink into the events fired by Monitor objects. VB applications do not require the use of these interfaces.

• "Chapter 5: Data Interfaces"—provides interfaces that are passed through the event handlers to provide you with statistical data. These objects have many properties that give you access to the data stored within them.

• "Chapter 6: Collection Interfaces"—provides interfaces that are passed through special func-tions found in the Monitor objects. These collections provide you with state information.

Related Documents

Documents associated with this guide include:

• EnsemblePro Database Reference Guide

• EnsemblePro Enterprise Monitor User Guide

• EnsemblePro External Call Logger Interface Guide

• EnsemblePro Gateway Configurator User Guide

• EnsemblePro LYRICall Agent User Guide

• EnsemblePro LYRICall Designer User Guide

• EnsemblePro M3 Designer User Guide

• EnsemblePro Release Notes

• EnsemblePro Server Configurator User Guide

• EnsemblePro Unified Director User Guide


Chapter 1

Coding Examples

The following Visual Basic and C++ coding examples illustrate how to use the OSMS API to connect to the server and receive statistical data. With a few simple customizations to the code, you can quickly begin developing with the OSMS API.

Visual Basic Coding Example

Private WithEvents Agent As CCPROOSMSCLIENTLib.AgentMonitor

Private WithEvents Service As CCPROOSMSCLIENTLib.ServiceMonitor

Private WithEvents Service2 As CCPROOSMSCLIENTLib.ServiceMonitor

Private WithEvents Table As CCPROOSMSCLIENTLib.NotifyMonitor

Private WithEvents System As CCPROOSMSCLIENTLib.SystemMonitor

Dim AgentConnected As Boolean

Dim ServiceConnected As Boolean

Dim Service2Connected As Boolean

Dim TableConnected As Boolean

Dim SystemConnected As Boolean

Private Sub AcdAdd_Click()

Call Service.AcdAdd(CInt(Service_Acd_Text))

End Sub

Private Sub AcdRemove_Click()

Call Service.AcdRemove(CInt(Service_Acd_Text))

End Sub


1–2 | Coding Examples Aspect Software

Private Sub AcdRemoveAll_Click()

Call Service.AcdRemoveAll

End Sub

Private Sub Agent_AgentConnectionDown(ByVal iMonitorId As Long, ByVal UserArg As Long, ByVal Status As Long)

AgentNotifyList.AddItem "Connection Lost - Status " + Str(Status) + " UA " + Str(UserArg)

End Sub

Private Sub Agent_AgentConnectionUp(ByVal MonitorId As Long, ByVal UserArg As Long)

AgentNotifyList.AddItem "Connection Established " + " UA " + Str(UserArg)

End Sub

Private Sub Agent_AgentNotifyDataArrival(ByVal pNotifyData As Object, ByVal iMonitorId As Long)

Dim data As String

Dim NotifyDataObject As NotificationData

Set NotifyDataObject = pNotifyData

If AgentNotifyList.ListCount = 10 Then

AgentNotifyList.RemoveItem 0

End If

data = "AgentNotify - Service ID: " + Str(NotifyDataObject.ServiceId)

AgentNotifyList.AddItem data

Set NotifyDataObject = Nothing

End Sub


Aspect Software Coding Examples | 1–3

Private Sub alertConnect_Click()

If (SystemConnected = False) Then

Set System = New SystemMonitor

System.Connect 0, "DTE15x4", 8000

SystemConnected = True

Else

Set System = Nothing

SystemConnected = False

End If

End Sub

Private Sub ANAdd_Click()

Call Agent.NotifyAdd(CInt(AN_Service_Text))

End Sub

Private Sub ANRemove_Click()

Call Agent.NotifyRemove(CInt(AN_Service_Text))

End Sub

Private Sub ANRemoveAll_Click()

Call Agent.NotifyRemoveAll

End Sub

Private Sub AodAdd_Click()

Call Service2.AodAdd(CInt(Service_Aod_Text))

End Sub



Private Sub AodConnect_Click()

On Error GoTo jack

Call Service.Login("Jack-Service", "Password")

Exit Sub

jack:

MsgBox "Error Login"

End Sub

Private Sub AodRemove_Click()

Call Service2.AodRemove(CInt(Service_Aod_Text))

End Sub

Private Sub AodRemoveAll_Click()

Call Service2.AodRemoveAll

End Sub

Private Sub Auth_Click()

Dim Auth As Long

Auth = Agent.Authenticate(2010)

If Auth = 1 Then

AgentNotifyList.AddItem "Authenticated"

Else

AgentNotifyList.AddItem "NOT Authenticated"

End If

End Sub



Private Sub cmdActiveAgent_Click()

Dim data As String

Dim AgentsCollection As Agents

Dim AgentItem As Agent

Set AgentsCollection = Agent.LoggedInAgents(Int(txtActiveAgent.Text), 0)

lstActiveAgent.Clear

For Each AgentItem In AgentsCollection

data = "Agent: " + AgentItem.UserId + " Index: " + Str(AgentItem.AgentIndex) + " Name: " + AgentItem.Name

lstActiveAgent.AddItem data

Next

End Sub

Private Sub cmdAgentConn_Click()

If (AgentConnected = False) Then

Set Agent = New AgentMonitor

AgentConnected = True

Agent.MonitorId = 2

Agent.UserArgument = 10

Agent.Connect 0, "DTE15x4", 8000

Else

Set Agent = Nothing

AgentConnected = False

End If

End Sub



Private Sub cmdAgentIndex_Click()

Dim AgentIndex As Long

AgentIndex = Agent.AgentIndex(txtAgentName)

lstActiveAgent.AddItem "Agent " + txtAgentIndex + " is " + Str(AgentIndex)

End Sub

Private Sub cmdAgents_Click()

Dim data As String

Dim AgentsCollection As Agents

Dim AgentItem As Agent

Set AgentsCollection = Agent.Agents()

For Each AgentItem In AgentsCollection

data = "Agent: " + AgentItem.UserId + " Index: " + Str(AgentItem.AgentIndex) + " Name: " + AgentItem.Name

lstActiveAgent.AddItem data

Next

End Sub

Private Sub cmdAlerts_Click()

Dim data As String

Dim AlertTypesCollection As AlertTypes

Dim AlertTypeItem As AlertType

Set AlertTypesCollection = System.AlertTypes



lstSystem.Clear

For Each AlertTypeItem In AlertTypesCollection

data = "Alert: " + Str(AlertTypeItem.AlertType) + " Desc: " + AlertTypeItem.AlertDescription

lstSystem.AddItem data

Next

End Sub

Private Sub cmdServiceConn_Click()

If (ServiceConnected = False) Then

Set Service = New ServiceMonitor

Service.MonitorId = 1

Service.UserArgument = 10

Service.Connect 0, "DTE15x4", 8000

ServiceConnected = True

Else

Set Service = Nothing

ServiceConnected = False

End If

End Sub

Private Sub cmdServices_Click()

On Error GoTo theend

Dim data As String

Dim ServiceCollection As Services

Dim ServiceItem As Service

If Service_Acd_Text = "0" Then

Set ServiceCollection = Service.Services("cellit", 1, 0, 0, 0, 0, 0, 0, 0, 0)



Else

Set ServiceCollection = Service.Services("cellit", 1, 0, 0, 0, 0, 0, 0, 0, 0)

End If

For Each ServiceItem In ServiceCollection

data = "Short: " + ServiceItem.ServiceNameShort + " Long: " + ServiceItem.ServiceNameLong + " Index: " + Str(ServiceItem.ServiceId)

AcdList.AddItem data

Next

theend:

End Sub

Private Sub Command1_Click()

If (Service2Connected = False) Then

Set Service2 = New ServiceMonitor

Service2.MonitorId = 2

Service2.UserArgument = 10

Service2.Connect 0, "DTE15x4", 8000

Service2Connected = True

Else

Set Service2 = Nothing

Service2Connected = False

End If

End Sub


On Error GoTo theend

Dim data As String

Dim ServiceCollection As Services



Dim ServiceItem As Service

Set ServiceCollection = Service2.Services("cellit", 0, 1, 0, 0, 0, 0, 0, 0, 0)

For Each ServiceItem In ServiceCollection

data = "Short: " + ServiceItem.ServiceNameShort + " Long: " + ServiceItem.ServiceNameLong + " Index: " + Str(ServiceItem.ServiceId)

AodList.AddItem data

Next

theend:

End Sub


Call Command2_Click

Call cmdServices_Click

Call Command2_Click


Call cmdAgents_Click


Call Command2_Click



End Sub

Private Sub GetTables_Click()

Dim data As String

Dim TableCollection As Tables

Dim TableItem As Table



Set TableCollection = Table.Tables(Int(Table_Service_Text.Text))

TableList.Clear

For Each TableItem In TableCollection

data = " ServiceTableId: " + Str(TableItem.ServiceTableId) + " TableId: " + Str(TableItem.TableId) + " Seq#: " + Str(TableItem.SequenceNumber)

TableList.AddItem data

Next

End Sub

Private Sub LoggedInCmd_Click()

Dim data As String

Dim Size As Long

Dim LoggedInArray As Variant

LoggedInArray = Agent.LoggedIntoService(1)

Size = UBound(LoggedInArray) - LBound(LoggedInArray) + 1

data = "Size: " + Str(Size) + " Element: " + LoggedInArray(1, 1)

AgentList.AddItem data













End Sub

Private Sub Service_AcdDataArrival(ByVal pAcdData As Object, ByVal iMonitorId As Long)

Dim data As String

Dim AcdDataObject As AcdData

Set AcdDataObject = pAcdData

If AcdList.ListCount = 10 Then

AcdList.RemoveItem 0

End If

data = "Acd - Service ID: " + Str(AcdDataObject.ServiceId)


Set AcdDataObject = Nothing

End Sub

Private Sub Service_AodDataArrival(ByVal pAodData As Object, ByVal iMonitorId As Long)

Dim data As String

Dim AodDataObject As AodData

Set AodDataObject = pAodData

If AodList.ListCount = 10 Then

AodList.RemoveItem 0

End If

data = "Aod - Service ID: " + Str(AodDataObject.ServiceId)




Set AodDataObject = Nothing

End Sub

Private Sub Agent_AgentDataArrival(ByVal pAgentData As Object, ByVal iMonitorId As Long)

Dim data As String

Dim AgentDataObject As AgentData

Set AgentDataObject = pAgentData

If AgentList.ListCount = 10 Then

AgentList.RemoveItem 0

End If

data = "Agent - Service ID: " + Str(AgentDataObject.ServiceId)

data = data + " Agent ID: " + Str(AgentDataObject.AgentIndex) + " " + AgentDataObject.UserId

AgentList.AddItem AgentDataObject.UserId

Set AgentDataObject = Nothing

End Sub

Private Sub Agent_SummaryDataArrival(ByVal pSummaryData As Object, ByVal iMonitorId As Long)

Dim data As String

Dim AgentDataObject As AgentData

Set AgentDataObject = pSummaryData

If AgentList.ListCount = 10 Then



AgentList.RemoveItem 0

End If

data = "Summary - Service ID: " + Str(AgentDataObject.ServiceId)

data = data + " Agent ID: " + Str(AgentDataObject.AgentIndex)


Set AgentDataObject = Nothing

End Sub

Private Sub AgentAdd_Click()

If (CInt(Agent_Service_Text) > 0) Then

Call Agent.AgentAdd(CInt(Agent_Service_Text), CInt(Agent_Agent_Text))

Else

Call Agent.SummaryAdd(CInt(Agent_Agent_Text))

End If

End Sub

Private Sub AgentRemove_Click()


Call Agent.AgentRemove(CInt(Agent_Service_Text), CInt(Agent_Agent_Text))

Else

Call Agent.SummaryRemove(CInt(Agent_Agent_Text))

End If

End Sub

Private Sub AgentRemoveAll_Click()




Call Agent.AgentRemoveAll(CInt(Agent_Service_Text))

Else

Call Agent.SummaryRemoveAll

End If

End Sub

Private Sub Form_Load()

AgentConnected = False

ServiceConnected = False

TableConnected = False

SystemConnected = False

End Sub

Private Sub Form_Unload(Cancel As Integer)

If AgentConnected = True Then

Set Agent = Nothing

End If

If ServiceConnected = True Then

Set Service = Nothing

End If

If TableConnected = True Then

Set Table = Nothing

End If

If SystemConnected = True Then

Set System = Nothing

End If

End Sub

Private Sub Service_ServiceConnectionDown(ByVal iMonitorId As Long,



ByVal UserArg As Long, ByVal Status As Long)

ServiceNotifyList.AddItem "Connection Lost - Status " + Str(Status) + " UA " + Str(UserArg)

End Sub

Private Sub Service_ServiceConnectionUp(ByVal iMonitorId As Long, ByVal UserArg As Long)

ServiceNotifyList.AddItem "Connection Established " + " UA " + Str(UserArg)

cmdServices_Click

End Sub

Private Sub Service_ServiceNotifyDataArrival(ByVal pNotifyData As Object, ByVal iMonitorId As Long)

Dim data As String



If ServiceNotifyList.ListCount = 10 Then

ServiceNotifyList.RemoveItem 0

End If

data = "ServiceNotify - Service ID: " + Str(NotifyDataObject.ServiceId)

ServiceNotifyList.AddItem data


End Sub

Private Sub Service2_AcdDataArrival(ByVal AcdData As Object, ByVal



MonitorId As Long)

Dim data As String

Dim AcdDataObject As AcdData

Set AcdDataObject = AcdData

If AcdList.ListCount = 10 Then

AcdList.RemoveItem 0

End If

data = "Acd - Service ID: " + Str(AcdDataObject.ServiceId)



End Sub

Private Sub Service2_AodDataArrival(ByVal AodData As Object, ByVal MonitorId As Long)

Dim data As String

Dim AodDataObject As AodData

Set AodDataObject = AodData

If AodList.ListCount = 10 Then

AodList.RemoveItem 0

End If

data = "Aod - Service ID: " + Str(AodDataObject.ServiceId)


Set AodDataObject = Nothing



End Sub

Private Sub Service2_ServiceConnectionDown(ByVal MonitorId As Long, ByVal UserArg As Long, ByVal Status As Long)

ServiceNotifyList.AddItem "Connection Lost - Status " + Str(Status) + " UA " + Str(UserArg)

End Sub

Private Sub Service2_ServiceConnectionUp(ByVal MonitorId As Long, ByVal UserArg As Long)

ServiceNotifyList.AddItem "Connection Established " + " UA " + Str(UserArg)

End Sub

Private Sub Service2_ServiceNotifyDataArrival(ByVal NotifyData As Object, ByVal MonitorId As Long)

Dim data As String



If ServiceNotifyList.ListCount = 10 Then

ServiceNotifyList.RemoveItem 0

End If

data = "ServiceNotify - Service ID: " + Str(NotifyDataObject.ServiceId)

ServiceNotifyList.AddItem data


End Sub



Private Sub StartCommand_Click()

Call Service.NotifyStart

End Sub

Private Sub StopCommand_Click()

Call Service.NotifyStop

End Sub

Private Sub Table_TableConnectionDown(ByVal iMonitorId As Long, ByVal UserArg As Long, ByVal Status As Long)

TableNotifyList.AddItem "Connection Lost - Status " + Str(Status) + " UA " + Str(UserArg)

End Sub

Private Sub Table_TableConnectionUp(ByVal iMonitorId As Long, ByVal UserArg As Long)

TableNotifyList.AddItem "Connection Established " + " UA " + Str(UserArg)

End Sub

Private Sub Table_TableDataArrival(ByVal pTableData As Object, ByVal iMonitorId As Long)

Dim data As String

Dim TableDataObject As TableData

Set TableDataObject = pTableData

If TableList.ListCount = 10 Then

TableList.RemoveItem 0

End If

data = "Table - Service ID: " + Str(TableDataObject.ServiceId)



data = data + " Table ID: " + Str(TableDataObject.ServiceTableId)

TableList.AddItem data

Set TableDataObject = Nothing

End Sub

Private Sub Table_TableNotifyDataArrival(ByVal pNotifyData As Object, ByVal iMonitorId As Long)

Dim data As String



If TableNotifyList.ListCount = 10 Then

TableNotifyList.RemoveItem 0

End If

data = "TableNotify - Service ID: " + Str(NotifyDataObject.ServiceId)

TableNotifyList.AddItem data


End Sub

Private Sub System_SystemConnectionDown(ByVal MonitorId As Long, ByVal UserArg As Long, ByVal iStatus As Long)

lstSystem.AddItem "Connection Lost - Status " + Str(Status) + " UA " + Str(UserArg)

End Sub

Private Sub System_SystemConnectionUp(ByVal MonitorId As Long, ByVal UserArg As Long)



lstSystem.AddItem "Connection Established " + " UA " + Str(UserArg)

End Sub

Private Sub Table_NotifyConnectionDown(ByVal MonitorId As Long, ByVal UserArg As Long, ByVal Status As Long)

TableNotifyList.AddItem "Connection Lost - Status " + Str(Status) + " UA " + Str(UserArg)

End Sub

Private Sub Table_NotifyConnectionUp(ByVal MonitorId As Long, ByVal UserArg As Long)

TableNotifyList.AddItem "Connection Established " + " UA " + Str(UserArg)

End Sub

Private Sub TableAdd_Click()

Call Table.TableAdd(CInt(Table_Service_Text), CInt(Table_Table_Text))

End Sub

Private Sub TableRemove_Click()

Call Table.TableRemove(CInt(Table_Service_Text), CInt(Table_Table_Text))

End Sub

Private Sub TableRemoveAll_Click()

Call Table.TableRemoveAll

End Sub

Private Sub TNAdd_Click()

Call Table.NotifyAdd(CInt(TN_Service_Text))



End Sub

Private Sub TNConnect_Click()

If (TableConnected = False) Then

Set Table = New NotifyMonitor

Table.Connect 0, "DTE15x4", 8000

TableConnected = True

Else

Set Table = Nothing

TableConnected = False

End If

End Sub

Private Sub TNRemove_Click()

Call Table.NotifyRemove(CInt(TN_Service_Text))

End Sub

Private Sub TNRemoveAll_Click()

Call Table.NotifyRemoveAll

End Sub

C++ Coding Example

#include <stdio.h>

#include <conio.h>

#import "C:\winnt\system32\ccproosmsclient.dll" no_namespace

void ConnectionUpHandler(int iMonitorId, long lUserArg);



void ConnectionDownHandler(int iMonitorId, long lUserArg, int iStatus);

void OnAcdDataArrivalEvent(IDispatch* pAcdData, int iMonitorId);

void main()

{

CoInitialize(NULL);

try

{

IServiceMonitorPtr SM(__uuidof(ServiceMonitor));

IServiceMonitorEventSinkPtr SMS(__uuidof(ServiceMonitorEventSink));

SMS->SetConnectionUpHandler((long) ConnectionUpHandler);

SMS->SetConnectionDownHandler((long) ConnectionDownHandler);

SMS->SetAcdDataArrivalHandler((long) OnAcdDataArrivalEvent);

SMS->ListenToEvents(SM);

SM->MonitorId = 1;

SM->UserArgument = (long)SM;

SM->StartMessagePump();

SM->Connect(0,"DTE18X4",8000);

SM->AcdAdd(1);

printf("Hit any key to shutdown\n");

int i = getch();

SMS->StopListeningToEvents();

}



catch (_com_error& Error)

{

printf("ERROR: %s\n", Error.Description());

}

CoUninitialize();

}

void ConnectionUpHandler(int iMonitorId, long lUserArg)

{

printf("CONNECTION UP\n");

}

void ConnectionDownHandler(int iMonitorId, long lUserArg, int iStatus)

{

printf("CONNECTION DOWN\n");

}

void OnAcdDataArrivalEvent(IDispatch* pAcdData, int iMonitorId)

{

printf("ACD DATA ARRIVAL\n");

IAcdDataPtr ACDData = pAcdData;

printf("ServiceId : %d\n", ACDData->ServiceId);

printf("Service : %s\n", (char*) ACDData->Service);

}


Chapter 2

Multi-Tenancy

In EnsemblePro, OSMS Client and OSMS Server is tenant specific application. OSMS Client requires tenant information at the start-up of the application. OSMS Client connects to OSMS Server which belongs to the same tenant provided to OSMS Client at the start-up of the application.

Before creating any monitor object or any other object of OSMS COM lib, the application needs to provide the information shown below. This information is required to create proper log files and also to connect to the tenant specific OSMS Server. The application does not work if you do not set tenant name in the beginning.

VB Sample:

//define and create OsmsClientGlobal objectDim OsmsGlobal As CCPROOSMSCLIENTLib.OsmsClientGlobalSet OsmsGlobal = new CPROOSMSCLIENTLib.OsmsClientGlobal

//set component name. Application call this method only onceOsmsGlobal.SetComponentName(ApplicationName)

//set site short name. application call this method only once//if only single instance of the application run for the tenant then it does not require to call this method//if application has more than one instance running for the same tenant but different site monitoring, then it is required to callOsmsGlobal.SetSiteName(SiteShortName)

//now set tenant short name//please note that call above methods before you set tenant name. It is used to created log fileOsmsGlobal.SetTenantName (TenantShortName)

//now create monitor objects and subscribe to statistics


2–2 | Multi-Tenancy Aspect Software


Chapter 3

Monitor Interfaces

The Monitor Interfaces allow you to request and receive statistical data and state information from the OSMS Proxy Server. These interfaces point to a multithreaded COM object that provides a reliable and reestablishing socket connection to the OSMS Proxy Server. Through event handlers you will be notified when connections are established and lost, and you will receive statistical data.

The following classes are found within the Monitor Interface:

• AgentMonitor

• NotifyMonitor

• ServiceMonitor

• SystemMonitor

• TableMonitor

AgentMonitor

This section describes the methods within the AgentMonitor class. You will have access to these methods when you instantiate an AgentMonitor object.

AgentAddDescription:

This method provides the ability to request Agent statistical data for a given agent in a given service. The data is received in the AgentDataArrival event.

Syntax:

AgentMonitor.AgentAdd ServiceId AgentIndex


3–2 | Monitor Interfaces Aspect Software

Parameters:

See Also:

"AgentRemove"

"AgentRemoveAll"

AgentRemoveDescription:

This method provides the ability to remove a request for Agent statistical data for a given agent in a given service. The data will no longer be sent.

Syntax:

AgentMonitor.AgentRemove ServiceId AgentIndex

Parameters:

See Also:

"AgentAdd"

"AgentRemoveAll"

Parameter Description

ServiceId ServiceId of the service. You can use the Services property of the ServiceMonitor to get the ServiceIds of Services.

AgentIndex The EnsemblePro index of a defined agent in the system. You must use the AgentIndex, Agent or LoggedInAgents property to get that number.





Aspect Software Monitor Interfaces | 3–3

AgentRemoveAllDescription:

This method provides the ability to remove all requests for Agent statistical data for a given service. The data will no longer be sent.

Syntax:

AgentMonitor.AgentRemoveAll ServiceId

Parameters:

See Also:

"AgentAdd"

"AgentRemove"

AgentServicesDescription:

This method returns a collection of services where agent is currently logged in.

Syntax:

Set AgentServices = AgentMonitor.AgentServices UserId

Parameters:

VB Sample:

Dim data As StringDim AgentServicesColl As CCPROOSMSCLIENTLib.AgentServicesDim AgentServiceItem As CCPROOSMSCLIENTLib.AgentServiceSet AgentServicesColl = AgentMonitor.AgentServices “cellit”For Each AgentServiceItem In AgentServicesColldata = "Service: " + AgentServiceItem.ServiceId + " ServiceName: " +




UserId UserId of the agent



AgentServiceItem.ServiceNameShort + " Application: " + AgentServiceItem.ApplicationIdNext

SummaryAddDescription:

This method provides the ability to request Agent Summary statistical data for a given agent. The data is received in the SummaryDataArrival event.

Syntax:

AgentMonitor.SummaryAdd AgentIndex

Parameters:

See Also:

"SummaryRemove"

"SummaryRemoveAll"

SummaryRemoveDescription:

This method provides the ability to remove a request for Agent Summary statistical data for a given agent. The data will no longer be sent.

Syntax:

AgentMonitor.SummaryRemove AgentIndex





Parameters:

See Also:

"SummaryAdd"

"SummaryRemoveAll"

SummaryRemoveAllDescription:

This method provides the ability to remove all requests for Agent Summary statistical data. The data will no longer be sent.

Syntax:

AgentMonitor.SummaryRemoveAll

Parameters:

None

See Also:

"SummaryAdd"

"SummaryRemove"

NotifyAddDescription:

This method provides the ability to request Agent Notifications for all agents of a given service. The data is received in the AgentNotifyDataArrival event.

Syntax:

AgentMonitor.NotifyAdd ServiceId





Parameters:

See Also:

"NotifyRemove"

"NotifyRemoveAll"

NotifyRemoveDescription:

This method provides the ability to remove a request for Agent Notifications for all agents of a given service. The data will no longer be sent.

Syntax:

AgentMonitor.NotifyRemove ServiceId

Parameters:

See Also:

"NotifyAdd"

"NotifyRemoveAll"

NotifyRemoveAllDescription:

This method provides the ability to remove all requests for Agent Notifications. The data will no longer be sent.

Syntax:

AgentMonitor.NotifyRemoveAll







Parameters:

None

See Also:

"NotifyAdd"

"NotifyRemove"

AgentIndexDescription:

This property returns the agent index for the specified UserId.

Syntax:

AgentIndex = AgentMonitor.AgentIndex "UserId"

Parameters:

See Also:

"Agents"

"Authenticate"

"LoggedInAgents"

"Sites"

AgentsDescription:

This property returns a collection of agents currently defined in the system.

Syntax:

Set Agents = AgentMonitor.Agents


UserId A string that defines the name of a user in the system. You can use the Agents or LoggedInAgents property to get UserIds.



Parameters:

None

See Also:

"AgentIndex"

"Authenticate"

"LoggedInAgents"

"Sites"

AuthenticateDescription:

Internal Use Only

This property tests version numbers between the client and the server. This call is made automatically when the client establishes a connection with the server. If the authentication fails, the client receives an AgentConnectionDown event with a status of 1.

Syntax:

Accepted = AgentMonitor.Authenticate 35001

Parameters:

VB Sample:

Dim Accepted As Long

Accepted = AgentMonitor.Authenticate 35001

If Accepted = 1 Then; Authentication was successfulElse; Authentication was unsuccessfulEnd If

C++ Sample:

int iAccepted;


Version This number represents the current version of the client.



try{iAccepted = AM->Authenticate(35001);if (iAccepted)

printf("Successful\n");else

printf("Unsuccessful\n");}

catch (_com_error& Error){}

See Also:

"AgentIndex"

"Agents"

"LoggedInAgents"

"Sites"

LoggedInAgentsDescription:

This property returns a collection of the active agents for a specified service and/or workgroup.

Syntax:

Set Agents = AgentMonitor.LoggedInAgents ServiceId, WorkgroupId

Parameters:

VB Sample:

Dim data As StringDim Agents As CCPROOSMSCLIENTLib.AgentsDim Agent As CCPROOSMSCLIENTLib.Agent


ServiceId If it is 0 then method returns agents logged in to the system. If it is other than 0, then method returns agents currently logged in to specific service.

WorkgroupId You can optionally filter agent list by workgroupId. If it is –1, then method ignores workgroupId, else it returns the list of agents belongs to workgroup specified.



Set Agents = AgentMonitor.LoggedInAgents 10,0

For Each Agent In Agentsdata = "Agent: " + Agent.UserId + " Index: " + Str(Agent.AgentIndex) +

" Name: " + Agent.NamelstActiveAgent.AddItem dataNext

C++ Sample:

IAgentsPtr Agents = NULL;IAgentPtr Agent = NULL;long lCount = 0;_variant_t vAgent ;_variant_t vIndex ;HRESULT hResult = NULL;

try {Agents = AgentMonitor->GetLoggedInAgents();

if ((lCount = Agents->GetCount ()) > 0 ){

for ( int sIndex = 1 ; sIndex <= lCount ; sIndex++ ){

vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = Agents->raw_Item (vIndex,&vAgent)) == S_OK ){

Agent = vAgent.pdispVal;printf("AgentIndex: %d\n",Agent->AgentIndex();

}}

}}

catch (const _com_error& Err){printf("Error: %s\n", Err.ErrorMessage() ) ;}

See Also:

"AgentIndex".

"Agents"

"Authenticate"

"Sites"



SitesDescription:

This property returns a collection of sites currently defined in the system.

Syntax:

Set Sites = AgentMonitor.Sites

Parameters:

None

VB Sample:

Dim data As StringDim Sites As CCPROOSMSCLIENTLib.SitesDim Site As CCPROOSMSCLIENTLib.Site

Set Sites = AgentMonitor.Sites()

For Each Site In Sitesdata = "Site: " + Site.SiteId + " Name: " + Site.NamelstSite.AddItem dataNext

C++ Sample:

ISitesPtr Sites = NULL;ISitePtr Site = NULL;long lCount = 0;_variant_t vSite;_variant_t vIndex ;HRESULT hResult = NULL;

try {Sites = AgentMonitor->GetSites();

if ((lCount = Sites->GetCount ()) > 0 ){


vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = Sites->raw_Item (vIndex,&vSite)) == S_OK ){

Site = vSite.pdispVal;printf("SiteId: %d\n",Site->SiteId();



}}

}}


See Also:

"AgentIndex"

"Agents"

"Authenticate"

"LoggedInAgents"

ConnectDescription:

This method starts a thread that maintains a connection to the Proxy Server. When the connection is established, the AgentConnectionUp event is fired. When the connection is down, the AgentConnectionDown event is fired. A single Connection is shared between AgentMonitor objects.

This method first creates DBIClient object and connects to DBI. Then it retrieves OSMS server information. After retrieving OSMS server information, it connects to the OSMS server. Please note that arguments passed to connect method is ignored. You must have DBIClient registry entries in order to make connection.

Syntax:

AgentMonitor.Connect SiteId, IPaddress, PortNumber

Arguments/Parameters:

Arguments are ignored. OsmsClient uses DBIClient registry entries.

ConnectSpecificDescription:

This method is used if you want to connect to multiple site OSMS Server. Do not use this method if you connect to single site OSMS server. In this case, use the Connect method.



Syntax:

MonitorObject.ConnectSpecific SiteId, PrimaryIP, PrimaryPort, BackupIP, BackupPort

Parameters:

MonitorIdDescription:

This property is used to set a user-defined ID for the AgentMonitor object. This value is returned through all of the event functions.

Syntax:

AgentMonitor.MonitorId MonitorId

Parameters:

See Also:

"UserArguments"


SiteId SiteId

PrimaryIP IPAddress of Primary DBI for the Site

PrimaryPort PortNo of Primary DBI for the Site

BackupIP IPAddress of Backup DBI for the Site

BackupPort PortNo of Backup DBI for the Site


MonitorId A user-defined long value.



UserArgumentsDescription:

This property is used to set a user-defined argument for the AgentMonitor object. This value is returned through all of the event functions.

Syntax:

AgentMonitor.UserArgument UserArg

Parameters:

See Also:

"MonitorId"

StartMessagePumpDescription:

This method starts a message pump for processing events. It is only to be used in C++ console-based applications.

Syntax:

AM->StartMessagePump

Parameters:

None

NotifyMonitor

You will have access to the following methods when you instantiate a NotifyMonitor object.

• Connect

• NotifyAdd

• NotifyConnectionDown


UserArg A user-defined long value.



• NotifyConnectionUp

• NotifyDataArrival

• NotifyRemove

• NotifyRemoveAll

• Sites

ServiceMonitor

This section describes the methods within the ServiceMonitor class. You will have access to these methods when you instantiate a ServiceMonitor object.

AodAddDescription:

This method provides the ability to request AOD statistical data for a given service. The data is received in the AodDataArrival Event.

Syntax:

ServiceMonitor.AodAdd ServiceId

Parameters:

See Also:

"AodRemove"

"AodRemoveAll"

AodRemoveDescription:

This method provides the ability to remove a request for AOD statistical data for a given service. The data will no longer be received in the AodDataArrival event.





Syntax:

ServiceMonitor.AodRemove ServiceId

Parameters:

See Also:

"AodAdd"

"AodRemoveAll"

AodRemoveAllDescription:

‘This method provides the ability to remove all requests for AOD statistical data for a given service. The data will no longer be received in the AodDataArrival event.

Syntax:

ServiceMonitor.AodRemoveAll

Parameters:

None

See Also:

"AodAdd"

"AodRemove"

AcdAddDescription:

This method provides the ability to request ACD statistical data for a given service. The data is received in the AcdDataArrival event.

Syntax:

ServiceMonitor.AcdAdd ServiceId





Parameters:

See Also:

"AcdRemove"

"AcdRemoveAll"

AcdRemoveDescription:

This method provides the ability to remove a request for ACD statistical data for a given service. The data will no longer be received in the AcdDataArrival event.

Syntax:

ServiceMonitor.AcdRemove ServiceId

Parameters:

See Also:

"AcdAdd"

"AcdRemoveAll"

AcdRemoveAllDescription:

This method provides the ability to remove all requests for ACD statistical data for a given service. The data will no longer be received in the AcdDataArrival event.

Syntax:

ServiceMonitor.AcdRemoveAll







Parameters:

None

See Also:

"AcdAdd"

"AcdRemove"

AgdAddDescription:

This method provides the ability to request AGD statistical data for a given service. The data is received in the AgdDataArrival event.

Syntax:

ServiceMonitor.AgdAdd ServiceId

Parameters:

See Also:

"AgdRemove"

"AgdRemoveAll"

AgdRemoveDescription:

This method provides the ability to remove a request for AGD statistical data for a given service. The data will no longer be received in the AgdDataArrival event.

Syntax:

ServiceMonitor.AgdRemove ServiceId





Parameters:

See Also:

"AgdAdd"

"AgdRemoveAll"

AgdRemoveAllDescription:

This method provides the ability to remove all requests for AGD statistical data for a given service. The data will no longer be received in the AgdDataArrival event.

Syntax:

ServiceMonitor.AgdRemoveAll

Parameters:

None

See Also:

"AgdAdd"

"AgdRemove"

AmdAddDescription:

This method provides the ability to request AMD statistical data for a given service. The data is received in the AmdDataArrival event.

Syntax:

ServiceMonitor.AmdAdd ServiceId





Parameters:

See Also:

"AmdRemove"

"AmdRemoveAll"

AmdRemoveDescription:

This method provides the ability to remove a request for AMD statistical data for a given service. The data will no longer be received in the AmdDataArrival event.

Syntax:

ServiceMonitor.AmdRemove ServiceId

Parameters:

See Also:

"AmdAdd"

"AmdRemoveAll"

AmdRemoveAllDescription:

This method provides the ability to remove all requests for AMD statistical data for a given service. The data will no longer be received in the AmdDataArrival event.

Syntax:

ServiceMonitor.AmdRemoveAll







Parameters:

None

See Also:

"AmdAdd"

"AmdRemove"

AmdSelfServiceSummaryAddDescription:

This method provides the ability to request AmdSelfServiceSummary statistical data for a given service. The data is received in the AmdSelfServiceSummary event.

Syntax:

ServiceMonitor.AmdSelfServiceSummaryAdd ServiceId

Parameters:

See Also:

"AmdSelfServiceSummaryRemove"

"AmdSelfServiceSummaryRemoveAll"

AmdSelfServiceSummaryRemoveDescription:

This method provides the ability to remove a request for AmdSelfServiceSummary statistical data for a given service. The data will no longer be received in the AmdSelfServiceSummaryDataArrival event.

Syntax:

ServiceMonitor.AmdSelfServiceSummaryRemove ServiceId





Parameters:

See Also:

"AmdSelfServiceSummaryAdd"

"AmdSelfServiceSummaryRemoveAll"

AmdSelfServiceSummaryRemoveAllDescription:

This method provides the ability to remove all requests for AmdSelfServiceSummary statistical data for a given service. The data will no longer be received in the AmdSelfServiceSummaryDataArrival event.

Syntax:

ServiceMonitor.AmdSelfServiceSummaryRemoveAll

Parameters:

None

See Also:

"AmdSelfServiceSummaryAdd"

"AmdSelfServiceSummaryRemove"

AmdReviewSummaryAddDescription:

This method provides the ability to request AmdReviewSummary statistical data for a given service. The data is received in the AmdReviewSummaryDataArrival event.

Syntax:

ServiceMonitor.AmdReviewSummaryAdd ServiceId





Parameters:

See Also:

"AmdReviewSummaryRemove"

"AmdReviewSummaryRemoveAll"

AmdReviewSummaryRemoveDescription:

This method provides the ability to remove a request for AmdReviewSummary statistical data for a given service. The data will no longer be received in the AmdReviewSummaryDataArrival event.

Syntax:

ServiceMonitor.AmdReviewSummaryRemove ServiceId

Parameters:

See Also:

"AmdReviewSummaryAdd"

"AmdReviewSummaryRemoveAll"

AmdReviewSummaryRemoveAllDescription:

This method provides the ability to remove all requests for AmdReviewSummary statistical data for a given service. The data will no longer be received in the AmdReviewSummaryDataArrival event.

Syntax:

ServiceMonitor.AmdReviewSummaryRemoveAll







Parameters:

None

See Also:

"AmdReviewSummaryAdd"

"AmdReviewSummaryRemove"

ChatAddDescription:

This method provides the ability to request Chat statistical data for a given service. The data is received in the ChatDataArrival event.

Syntax:

ServiceMonitor.ChatAdd ServiceId

Parameters:

See Also:

"ChatRemove"

"ChatRemoveAll"

ChatRemoveDescription:

This method provides the ability to remove a request for Chat statistical data for a given service. The data will no longer be received in the ChatDataArrival event.

Syntax:

ServiceMonitor.ChatRemove ServiceId





Parameters:

See Also:

"ChatAdd"

"ChatRemoveAll"

ChatRemoveAllDescription:

This method provides the ability to remove all requests for Chat statistical data for a given service. The data will no longer be received in the ChatDataArrival event.

Syntax:

ServiceMonitor.ChatRemoveAll

Parameters:

None

See Also:

"ChatAdd"

"ChatRemove"

CtiAddDescription:

This method provides the ability to request Cti statistical data for a given service. The data is received in the CtiDataArrival event.

Syntax:

ServiceMonitor.CtiAdd ServiceId





Parameters:

See Also:

"CtiRemove"

"CtiRemoveAll"

CtiRemoveDescription:

This method provides the ability to remove a request for Cti statistical data for a given service. The data will no longer be received in the CtiDataArrival event.

Syntax:

ServiceMonitor.CtiRemove ServiceId

Parameters:

See Also:

"CtiAdd"

"CtiRemoveAll"

CtiRemoveAllDescription:

This method provides the ability to remove all requests for Cti statistical data. The data will no longer be received in the CtiDataArrival event.

Syntax:

ServiceMonitor. CtiRemoveAll







Parameters:

None

See Also:

"CtiAdd"

"CtiRemove"

DistributionListMailQueuesDescription:

This property returns a collection of DistributionListMailQueues currently defined in the system.

Syntax:

Set AmdSummaryByQueues = ServiceMonitor.DistributionListMailQueues ServiceId

Parameters:

VB Sample:

Dim data As StringDim AmdSummaryByQueues As CCPROOSMSCLIENTLib.AmdSummaryByQueuesDim AmdSummaryByQueue As CCPROOSMSCLIENTLib.AmdSummaryByQueue

Set AmdSummaryByQueues = ServiceMonitor.DistributionListMailQueues 1

For Each AmdSummaryByQueue In AmdSummaryByQueuesdata = "QueueId: " + Str(AmdSummaryByQueue.QueueId) +

" QueueIndex: " + Str(AmdSummaryByQueue.QueueIndex) + " QueueNameShort: " + AmdSummaryByQueue.QueueNameShort

lstService.AddItem dataNext

C++ Sample:

IAmdSummaryByQueuesPtr AmdSummaryByQueues = NULL;IAmdSummaryByQueuePtr AmdSummaryByQueue = NULL;long lCount = 0;





_variant_t vService;_variant_t vIndex ;HRESULT hResult = NULL;

try {AmdSummaryByQueues =

ServiceMonitor->GetDistributionListMailQueues(1);

if ((lCount = AmdSummaryByQueues->GetCount()) > 0 ){


vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = AmdSummaryByQueues->raw_Item

(vIndex,&vService)) == S_OK ){

AmdSummaryByQueue = vService.pdispVal;printf("QueueId: %d\n",AmdSummaryByQueue->QueueId();

}}

}}


See Also:

"Authenticate"

"Sites"

DistributionListMailQueueAddDescription:

This method provides the ability to request DistributionListMailQueue statistical data for a given service. The data is received in the DistributionListMailQueueDataArrival event.

Syntax:

ServiceMonitor.DistributionListMailQueueAdd ServiceId



Parameters:

See Also:

"DistributionListMailQueueRemove"

"DistributionListMailQueueRemoveAll"

DistributionListMailQueueRemoveDescription:

This method provides the ability to remove a request for DistributionListMailQueue statistical data for a given service. The data will no longer be received in the DistributionListMailQueueDataArrival event.

Syntax:

ServiceMonitor.DistributionListMailQueueRemove ServiceId

Parameters:

See Also:

"DistributionListMailQueueAdd"

"DistributionListMailQueueRemoveAll"

DistributionListMailQueueRemoveAllDescription:

This method provides the ability to remove all requests for DistributionListMailQueue statistical data for a given service. The data will no longer be received in the DistributionListMailDataQueueArrival event.







Syntax:

ServiceMonitor.DistributionListMailQueueRemoveAll

Parameters:

None

See Also:

"DistributionListMailQueueAdd"

"DistributionListMailQueueRemove"

FeedApplicationAddDescription:

This method provides the ability to request FeedApplication statistical data for a given service. The data is received in the FeedApplicationDataArrival event.

Syntax:

ServiceMonitor.FeedApplicationAdd ServiceId

Parameters:

See Also:

"FeedApplicationRemove"

"FeedApplicationRemoveAll"

FeedApplicationRemoveDescription:

This method provides the ability to remove a request for FeedApplication statistical data for a given service. The data will no longer be received in the FeedApplicationDataArrival event.

Syntax:

ServiceMonitor.FeedApplicationRemove ServiceId





Parameters:

See Also:

"FeedApplicationQueueAdd"

"FeedApplicationQueueRemoveAll"

FeedApplicationRemoveAllDescription:

This method provides the ability to remove all requests for FeedApplication statistical data for a given service. The data will no longer be received in the FeedApplicationDataArrival event.

Syntax:

ServiceMonitor.FeedApplicationRemoveAll

Parameters:

None

See Also:


"FeedApplicationQueueRemove"

FeedApplicationQueueAddDescription:

This method provides the ability to request FeedApplicationQueue statistical data for a given service. The data is received in the FeedApplicationQueueDataArrival event.

Syntax:

ServiceMonitor.FeedApplicationQueueAdd ServiceId





Parameters:

See Also:



FeedApplicationQueueRemoveDescription:

This method provides the ability to remove a request for FeedApplicationQueue statistical data for a given service. The data will no longer be received in the FeedApplicationQueueDataArrival event.

Syntax:

ServiceMonitor.FeedApplicationQueueRemove ServiceId

Parameters:

See Also:



FeedApplicationQueueRemoveAllDescription:

This method provides the ability to remove all requests for FeedApplicationQueue statistical data for a given service. The data will no longer be received in the FeedApplicationDataQueueArrival event.







Syntax:

ServiceMonitor.FeedApplicationQueueRemoveAll

Parameters:

None

See Also:



IvrAddDescription:

This method provides the ability to request Ivr statistical data for a given service. The data is received in the IvrDataArrival event.

Syntax:

ServiceMonitor.IvrAdd ServiceId

Parameters:

See Also:

"IvrRemove"

"IvrRemoveAll"

IvrRemoveDescription:

This method provides the ability to remove a request for Ivr statistical data for a given service. The data will no longer be received in the IvrDataArrival event.

Syntax:

ServiceMonitor.IvrRemove ServiceId





Parameters:

See Also:

"IvrAdd"

"IvrRemoveAll"

IvrRemoveAllDescription:

This method provides the ability to remove all requests for Ivr statistical data. The data will no longer be received in the IvrDataArrival event.

Syntax:

ServiceMonitor.IvrRemoveAll

Parameters:

None

See Also:

"IvrAdd"

"IvrRemove"

WorkgroupAddDescription:

This method provides the ability to request Workgroup statistical data for a given service. The data is received in the WorkgroupDataArrival event.

Syntax:

ServiceMonitor.WorkgroupAdd WorkgroupId





Parameters:

See Also:

"WorkgroupRemove"

"WorkgroupRemoveAll"

WorkgroupRemoveDescription:

This method provides the ability to remove a request for Workgroup statistical data for a given service. The data will no longer be received in the WorkgroupDataArrival event.

Syntax:

ServiceMonitor.WorkgroupRemove WorkgroupId

Parameters:

See Also:

"WorkgroupAdd"

"WorkgroupRemoveAll"

WorkgroupRemoveAllDescription:

This method provides the ability to remove all requests for Workgroup statistical data. The data will no longer be received in the WorkgroupDataArrival event.

Syntax:

ServiceMonitor.WorkgroupRemoveAll


WorkgroupId WorkgroupId of the workgroup. You can use Workgroups property of the ServiceMonitor to get the WorkgroupIds of the system.


WorkgroupId WorkgroupId of the workgroup. You can use Workgroups property of the ServiceMonitor to get the WorkgroupIds of the system.



Parameters:

None

See Also:

"WorkgroupAdd"

"WorkgroupRemove"

WorkgroupsDescription:

This method returns the collection of Workgroup defined in the system.

Syntax:

ServiceMonitor.Workgroups

Parameters:

None

NotifyStartDescription:

This method provides the ability to request Notifications for all services. The data is received in the ServiceNotifyDataArrival event.

Syntax:

ServiceMonitor.NotifyStart

Parameters:

None

See Also:

"NotifyStop"



NotifyStopDescription:

This method provides the ability to remove the request for Notifications for all services. The data will no longer be received in the ServiceNotifyDataArrival event.

Syntax:

ServiceMonitor.NotifyStop

Parameters:

None

See Also:

"NotifyStart"

ServicesDescription:

This property returns a collection of services currently defined in the system.

Syntax:

Set Services = ServiceMonitor.ServicesUserId, IncludeACD, IncludeAOD,IncludeCHAT, IncludeAMD, IncludeIVR, IncludeAGD, IncludeCTI,IncludeApplicationId, IncludeDisabled, IncludeInactive

Parameters:


UserId A string that represents the UserId of an agent in the system.

IncludeACD If set to 1, ACD services to which the specified agent belongs are returned.

IncludeAOD If set to 1, AOD service to which the specified agent belongs is returned.

IncludeCHAT If set to 1, Chat service to which the specified agent belongs is returned.

IncludeAMD If set to 1, AMD service to which the specified agent belongs is returned.



VB Sample:

Dim data As StringDim Services As CCPROOSMSCLIENTLib.ServicesDim Service As CCPROOSMSCLIENTLib.Service

Set Services = ServiceMonitor.Services "cellit",1,0,0,0,0,0,0,0,0

For Each Service In Servicesdata = "Short: " + Service.ServiceNameShort + " Long: " +

Service.ServiceNameLong + " Index: " + Str(Service.ServiceId)


C++ Sample:

IServicesPtr Services = NULL;IServicePtr Service = NULL;long lCount = 0;_variant_t vService;_variant_t vIndex ;HRESULT hResult = NULL;

try {Services = ServiceMonitor->GetServices("cellit", 1, 0, 0, 0, 0, 0);

if ((lCount = Services->GetCount ()) > 0 ){


vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = Services->raw_Item (vIndex,&vService)) == S_OK ){

Service = vService.pdispVal;

IncludeIVR If set to 1, IVR services to which the specified agent belongs are returned.

IncludeAGD If set to 1, AGD service to which the specified agent belongs is returned.

IncludeApplicationId Return only services in the specified application.

IncludeDisabled Include disabled services.

IncludeInactive Include inactive services.




printf("ServiceId: %d\n",Service->ServiceId();}

}}}


See Also:

"Authenticate"

"Sites"

FeedApplicationsDescription:

This property returns a collection of FeedApplications currently defined in the system.

Syntax:

Set FeedApplications = ServiceMonitor.FeedApplications IncludeInactive, ApplicationId, FeedApplicationId

Parameters:

VB Sample:

Dim data As StringDim FeedApplications As CCPROOSMSCLIENTLib.FeedApplicationsDim FeedApplication As CCPROOSMSCLIENTLib.FeedApplication

Set FeedApplications = ServiceMonitor.FeedApplications 0,1,1

For Each FeedApplication In FeedApplicationsdata = "ServiceId: " + Str(FeedApplication.ServiceId) +

" ServiceNameShort: " + FeedApplication.ServiceNameShort +


IncludeInactive Include inactive services.

ApplicationId Identifier for the EnsemblePro application.

FeedApplicationId Identifier for the EnsemblePro FeedApplication.



" ServiceNameLong: " + FeedApplication.ServiceNameLong


C++ Sample:

IFeedApplicationsPtr FeedApplications = NULL;IFeedApplicationPtr FeedApplication = NULL;long lCount = 0;_variant_t vService;_variant_t vIndex ;HRESULT hResult = NULL;

try {FeedApplications = ServiceMonitor->GetFeedApplications(0, 1, 1);

if ((lCount = FeedApplications->GetCount()) > 0 ){


vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = FeedApplications->raw_Item


FeedApplication = vService.pdispVal;printf("ServiceId: %d\n",FeedApplication->ServiceId();

}}

}}


See Also:

"Authenticate"

"Sites"



SelfServiceSummaryMailQueuesDescription:

This property returns a collection of SelfServiceSummaryMailQueues currently defined in the system.

Syntax:

Set AmdSummaryByQueues = ServiceMonitor.SelfServiceSummaryMailQueues ServiceId

Parameters:

VB Sample:


Set AmdSummaryByQueues = ServiceMonitor.SelfServiceSummaryMailQueues 1




C++ Sample:

IAmdSummaryByQueuesPtr AmdSummaryByQueues = NULL;IAmdSummaryByQueuePtr AmdSummaryByQueue = NULL;long lCount = 0;_variant_t vService;_variant_t vIndex ;HRESULT hResult = NULL;


ServiceMonitor->GetSelfServiceSummaryMailQueues(1);

if ((lCount = AmdSummaryByQueues->GetCount()) > 0 )





{for ( int sIndex = 1 ; sIndex <= lCount ; sIndex++ ){




}}

}}


See Also:

"Authenticate"

"Sites"

ReviewSummaryMailQueuesDescription:

This property returns a collection of ReviewSummaryMailQueues currently defined in the system.

Syntax:

Set AmdSummaryByQueues = ServiceMonitor.ReviewSummaryMailQueues ServiceId

Parameters:

VB Sample:






Set AmdSummaryByQueues = ServiceMonitor.ReviewSummaryMailQueues 1




C++ Sample:



ServiceMonitor->GetReviewSummaryMailQueues(1);

if ((lCount = AmdSummaryByQueues->GetCount()) > 0 ){





}}

}}


See Also:

"Authenticate"

"Sites"




Internal Use Only


Syntax:

Accepted = ServiceMonitor.Authenticate 35001

Parameters:

VB Sample:


Accepted = ServiceMonitor.Authenticate 35001


C++ Sample:

int iAccepted;

try{iAccepted = SM->Authenticate(35001);if (iAccepted)





Version This number represents the current version of the client. Internal Use Only.



See Also:

"Services"

"Sites"

SitesDescription:


Syntax:

Set Sites = ServiceMonitor.Sites

Parameters:

None

VB Sample:


Set Sites = ServiceMonitor.Sites


C++ Sample:


try {Sites = ServiceMonitor->GetSites();







}}

}}


See Also:

"Authenticate"

"Services"

ConnectDescription:

This method starts a thread that maintains a connection to the Proxy Server. When the connection is established, the AgentConnectionUp event is fired. When the connection is down, the AgentConnectionDown event is fired. A single Connection is shared between ServiceMonitor objects.


Syntax:

ServiceMonitor.Connect SiteId, IPaddress, PortNumber







Syntax:


Parameters:


This property is used to set a user-defined ID for the ServiceMonitor object. This value is returned through all of the event functions.

Syntax:

ServiceMonitor.MonitorId MonitorId

Parameters:

See Also:

"UserArguments"


SiteId SiteId










This property is used to set a user-defined argument for the ServiceMonitor object. This value is returned through all of the event functions.

Syntax:

ServiceMonitor.UserArgument UserArg

Parameters:

See Also:

"MonitorId"


This method starts a message pump for processing event. It is only to be used in C++ console-based applications.

Syntax:

SM->StartMessagePump

Parameters:

None

VB Sample:

Not applicable

C++ Sample:

CoInitialize(NULL);

try{IServiceMonitorPtr SM(__uuidof(ServiceMonitor));

SM->StartMessagePump();





}


CoUninitialize();

TableMonitor

This section describes the methods within the TableMonitor class. You will have access to these methods when you instantiate a TableMonitor object.

TableAddDescription:

This method provides the ability to request Table statistical data for a given service and service table. The data is received in the TableDataArrival event.

Syntax:

TableMonitor.TableAdd ServiceId ServiceTableId

Parameters:

See Also:

"TableRemove"

"TableRemoveAll"



ServiceTableId The EnsemblePro ID of a defined table in the system.



TableRemoveDescription:

This method provides the ability to remove a request for Table statistical data for a given service and service table. The data will no longer be received in the TableDataArrival Event.

Syntax:

TableMonitor.TableRemove ServiceId ServiceTableId

Parameters:

See Also:

"TableAdd"

"TableRemoveAll"

TableRemoveAllDescription:

This method provides the ability to remove all requests for Table statistical data. The data will no longer be received in the TableDataArrival event.

Syntax:

ServiceMonitor.TableRemoveAll

Parameters:

None

See Also:

"TableAdd"

"TableRemove"



ServiceTableId The EnsemblePro ID of a defined table in the system.



NotifyAddDescription:

This method provides the ability to request Table Notifications for all tables of a given service. The data is received in the TableNotifyDataArrival event.

Syntax:

TableMonitor.NotifyAdd ServiceId

Parameters:

See Also:

"NotifyRemove"

"NotifyRemoveAll"

NotifyRemoveDescription:

This method provides the ability to remove a request for Table Notifications for all tables of a given service. The data will no longer be sent.

Syntax:

TableMonitor.NotifyRemove ServiceId

Parameters:

See Also:

"NotifyAdd"

"NotifyRemoveAll"







NotifyRemoveAllDescription:

This method provides the ability to remove all requests for Table Notifications. The data will no longer be sent.

Syntax:

TableMonitor.NotifyRemoveAll

Parameters:

None

See Also:

"NotifyAdd"

"NotifyRemove"

TablesDescription:

This property returns a collection of tables currently defined in the system.

Syntax:

Set Tables = TableMonitor.Tables ServiceId

Parameters:

VB Sample:

Dim data As StringDim Tables As CCPROOSMSCLIENTLib.TablesDim Table As CCPROOSMSCLIENTLib.TableDim ServiceId As Integer

ServiceId = 2Set Tables = TableMonitor.Tables ServiceId

For Each Table In Tables





data = "TableId: " + Str(Table.TableId) + " Name: " + Table.TableName + " ServiceTableId: " + Str(Table.ServiceTableId)

lstTable.AddItem dataNext

C++ Sample:

ITablesPtr Sites = NULL;ITablePtr Site = NULL;long lCount = 0;_variant_t vTable;_variant_t vIndex ;HRESULT hResult = NULL;short siServiceId = 2;

try {Tables = TableMonitor->GetTables(siServiceId);

if ((lCount = Tables->GetCount ()) > 0 ){


vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = Tables->raw_Item (vIndex,&vTable)) == S_OK ){

Table = vTable.pdispVal;printf("TableId: %d\n",Table->TableId();

}}

}}


See Also:

"Authenticate"

"Sites"




Internal Use Only


Syntax:

Accepted = TableMonitor.Authenticate 35001

Parameters:

VB Sample:


Accepted = TableMonitor.Authenticate 35001


C++ Sample:

int iAccepted;try{iAccepted = TM->Authenticate(35001);if (iAccepted)





Version This number represents the current version of the client. Internal Use Only.



See Also:

"Services"

"Sites"

SitesDescription:


Syntax:

Set Sites = TableMonitor.Sites

Parameters:

None

VB Sample:


Set Sites = TableMonitor.Sites


C++ Sample:


try {Sites = TableMonitor->GetSites();







}}

}}


See Also:

"Authenticate"

"Services"

ConnectDescription:

This method starts a thread that maintains a connection to the Proxy Server. When the connection is established, the TableConnectionUp event is fired. When the connection is down, the TableConnectionDown event is fired. A single connection is shared between TableMonitor objects.


Syntax:

TableMonitor.Connect SiteId, IPaddress, PortNumber







Syntax:


Parameters:


This property is used to set a user-defined ID for the ServiceMonitor object. This value is returned through all of the event functions.

Syntax:

TableMonitor.MonitorId MonitorId

Parameters:

See Also:

"UserArguments"


SiteId SiteId










This property is used to set a user-defined argument for the TableMonitor object. This value is returned through all of the event functions.

Syntax:

TableMonitor.UserArgument UserArg

Parameters:

See Also:

"MonitorId"


This method starts a message pump for processing event. It is only to be used in C++ console-based applications.

Syntax:

TM->StartMessagePump

Parameters:

None

VB Sample:

Not applicable.





C++ Sample:

CoInitialize(NULL);

try{ITableMonitorPtr TM(__uuidof(TableMonitor));

TM->StartMessagePump();}


CoUninitialize();


Chapter 4

Event Sink Interfaces

The Event Sink Interfaces are used by C++ applications to sink into the events fired by Monitor objects. VB applications do not require the use of these interfaces.

The following classes are described in this chapter:

• AgentMonitorEventSink

• ServiceMonitorEventSink

• TableMonitorEventSink

AgentMonitorEventSink

ListenToEventsDescription:

This method provides a C++ application with the ability to receive events fired from an AgentMonitor object.

Syntax:

AMS->ListenToEvents(AM)

Parameters:

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);

try


AgentMonitorInterface An interface pointer to an AgentMonitor object from which you will receive events.


4–2 | Event Sink Interfaces Aspect Software

{IAgentMonitorPtr AM(__uuidof(AgentMonitor));IAgentMonitorEventSinkPtr AMS(__uuidof

(AgentMonitorEventSink));

AMS->SetAgentDataArrivalHandler((long) AgentDataArrival);

AMS->SetConnectionUpHandler((long) ConnectionUpHandler);

AMS->SetConnectionDownHandler((long) ConnectionDownHandler);

AMS->ListenToEvents(AM);

AM->MonitorId = 1;AM->UserArgument = (long)AM;AM->StartMessagePump();AM->Connect(0,"Ethernet");

…Add custom code here…

}


CoUninitialize();

See Also:

"StopListeningToEvents"

SetAgentDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when agent statistical data events are fired from an AgentMonitor object.

Syntax:

AMS->SetAgentDataArrivalHandler((long) AgentDataArrival)


Aspect Software Event Sink Interfaces | 4–3

Parameters:

void (*pfnAgentDataArrivalHandler)(IDispatch* pAgentData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);

try{IAgentMonitorPtr AM(__uuidof(AgentMonitor));IAgentMonitorEventSinkPtr AMS(__uuidof(AgentMonitorEventSink));

AMS->SetAgentDataArrivalHandler((long) AgentDataArrival);AMS->SetConnectionUpHandler((long) ConnectionUpHandler);AMS->SetConnectionDownHandler((long) ConnectionDownHandler);AMS->ListenToEvents(AM);



}


CoUninitialize();

SetSummaryDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when agent summary statistical data events are fired from an AgentMonitor object.


long A pointer to a function.



Syntax:

AMS->SetSummaryDataArrivalHandler((long) SummaryDataArrival)

Parameters:

void (*pfnSummaryDataArrivalHandler)(IDispatch* pAgentData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


AMS->SetSummaryDataArrivalHandler((long) SummaryDataArrival);AMS->SetConnectionUpHandler((long) ConnectionUpHandler);AMS->SetConnectionDownHandler((long) ConnectionDownHandler);AMS->ListenToEvents(AM);



}


CoUninitialize();





SetAgentNotifyDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when agent notification statistical data events are fired from an AgentMonitor object.

Syntax:

AMS->SetAgentNotifyDataArrivalHandler((long) NotifyDataArrival)

Parameters:

void (*pfnAgentNotifyDataArrivalHandler)(IDispatch* pNotifyData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


AMS->SetAgentNotifyDataArrivalHandler((long) NotifyDataArrival);AMS->SetConnectionUpHandler((long) ConnectionUpHandler);AMS->SetConnectionDownHandler((long) ConnectionDownHandler);AMS->ListenToEvents(AM);



}


CoUninitialize();





SetConnectionDownHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when a connection down event is fired from an AgentMonitor object.

Syntax:

AMS->SetConnectionDownHandler((long) AgentConnectionDown)

Parameters:

void (*pfnConnectionDownHandler)(int iMonitorId, long lUserArg, int iStatus);

iStatus values:

UNABLE_TO_CONNECT

The CenterCord or Proxy Server is down. The monitor object will continue to try to connect every five seconds.

AUTHENTICATION_FAILURE

The version of the client is incompatible with the version of the server. Install the version of the client compatible with the server before running the application again.

[not sure about this parameter definition format]

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


AMS->SetConnectionUpHandler((long) ConnectionUpHandler);AMS->SetConnectionDownHandler((long) ConnectionDownHandler);AMS->ListenToEvents(AM);

AM->MonitorId = 1;





AM->UserArgument = (long)AM;AM->StartMessagePump();AM->Connect(0,"Ethernet");


}


CoUninitialize();

SetConnectionUpHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when a connection up event is fired from an AgentMonitor object.

Syntax:

AMS->SetConnectionUpHandler((long) AgentConnectionUp)

Parameters:

void (*pfnConnectionUpHandler)(int iMonitorId, long lUserArg);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);









}


CoUninitialize();

StopListeningToEventsDescription:

This method provides a C++ application with the ability to stop receiving events fired from an AgentMonitor object.

Syntax:

AMS->StopListeningToEvents()

Parameters:

None

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);



AM->MonitorId = 1;AM->UserArgument = (long)AM;AM->StartMessagePump();



AM->Connect(0,"Ethernet");


AMS->StopListeningToEvents();}


CoUninitialize();

See Also:

"ListenToEvents"

ServiceMonitorEventSink


This method provides a C++ application with the ability to receive events fired from a ServiceMonitor object.

Syntax:

SMS->ListenToEvents(SM)

Parameters:

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);

try


ServiceMonitorInterface An interface pointer to a ServiceMonitor object from which you will receive events.



{IServiceMonitorPtr SM(__uuidof(ServiceMonitor));IServiceMonitorEventSinkPtr SMS(__uuidof(ServiceMonitorEventSink));

SMS->SetAcdDataArrivalHandler((long) AcdDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);

SM->MonitorId = 1;SM->UserArgument = (long)SM;SM->StartMessagePump();SM->Connect(0,"Ethernet");


}


CoUninitialize();

See Also:


SetAcdDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when ACD statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetAcdDataArrivalHandler((long) AcdDataArrival)

Parameters:

void (*pfnAcdDataArrivalHandler)(IDispatch* pAcdData, int iMonitorId);





VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);

try{IServiceMonitorPtr SM(__uuidof(ServiceMonitor));IServiceMonitorEventSinkPtr SMS(__uuidof(ServiceMonitorEventSink));




}


CoUninitialize();

SetAgdDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when AGD statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetAgdDataArrivalHandler((long) AgdDataArrival)



Parameters:

void (*pfnAgdDataArrivalHandler)(IDispatch* pAodData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetAgdDataArrivalHandler((long) AgdDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();

SetAodDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when AOD statistical data events are fired from a ServiceMonitor object.





Syntax:

SMS->SetAodDataArrivalHandler((long) AodDataArrival)

Parameters:

void (*pfnAodDataArrivalHandler)(IDispatch* pAodData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetAodDataArrivalHandler((long) AodDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();





SetCtiDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when CTI statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetCtiDataArrivalHandler((long) CtiDataArrival)

Parameters:

void (*pfnCtiDataArrivalHandler)(IDispatch* pCtiData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetCtiDataArrivalHandler((long) CtiDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();





SetIvrDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when IVR statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetIvrDataArrivalHandler((long) CtiDataArrival)

Parameters:

void (*pfnIvrDataArrivalHandler)(IDispatch* pIvrData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetIvrDataArrivalHandler((long) IvrDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();





SetWorkgroupDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when WORKGROUP statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetWorkgroupDataArrivalHandler((long) WorkgroupDataArrival)

Parameters:

void (*pfnWorkgroupDataArrivalHandler)(IDispatch* pWorkgroupData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetWorkgroupDataArrivalHandler((long) WorkgroupDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();





SetServiceNotifyDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when service notification statistical data events are fired from an ServiceMonitor object.

Syntax:

SMS->SetSeviceNotifyDataArrivalHandler((long) NotifyDataArrival)

Parameters:

void (*pfnServiceNotifyDataArrivalHandler)(IDispatch* pNotifyData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetServiceNotifyDataArrivalHandler((long) NotifyDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();






This method provides a C++ application with the ability to set the callback function that is called when a connection down event is fired from a ServiceMonitor object.

Syntax:

SMS->SetConnectionDownHandler((long) ServiceConnectionDown)

Parameters:


iStatus values:

UNABLE_TO_CONNECT




[not sure about the formatting]

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);









}


CoUninitialize();


This method provides a C++ application with the ability to set the callback function that is called when a connection up event is fired from a ServiceMonitor object.

Syntax:

SMS->SetConnectionUpHandler((long) ServiceConnectionUp)

Parameters:


VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetAcdDataArrivalHandler((long) AcdDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);





SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();

SetChatDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when Chat statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetChatDataArrivalHandler((long) ChatDataArrival)

Parameters:

void (*pfnChatDataArrivalHandler)(IDispatch* pChatData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);






SMS->SetChatDataArrivalHandler((long) ChatDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();

SetAmdDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when AMD statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetAmdDataArrivalHandler((long) AmdDataArrival)

Parameters:

void (*pfnAmdDataArrivalHandler)(IDispatch* pAmdData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);

try{





IServiceMonitorPtr SM(__uuidof(ServiceMonitor));IServiceMonitorEventSinkPtr SMS(__uuidof(ServiceMonitorEventSink));

SMS->SetAmdDataArrivalHandler((long) AmdDataArrival);SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();

SetFeedApplicationDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when FeedApplication statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetFeedApplicationDataArrivalHandler((long) FeedApplicationDataArrival)

Parameters:

void (*pfnFeedApplicationDataArrivalHandler)(IDispatch* pFeedApplicationData, int iMonitorId);

VB Sample:

Not applicable.





C++ Sample:

CoInitialize(NULL);


SMS->SetFeedApplicationDataArrivalHandler((long) FeedApplicationDataArrival);

SMS->SetConnectionUpHandler((long) ConnectionUpHandler);SMS->SetConnectionDownHandler((long) ConnectionDownHandler);SMS->ListenToEvents(SM);



}


CoUninitialize();

SetFeedApplicationQueueDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when FeedApplicationQueue statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetFeedApplicationQueueDataArrivalHandler((long) FeedApplicationQueueDataArrival)



Parameters:

void (*pfnFeedApplicationQueueDataArrivalHandler)(IDispatch* pFeedApplicationQueueData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetFeedApplicationQueueDataArrivalHandler((long) FeedApplicationQueueDataArrival);




}


CoUninitialize();

SetAmdSelfServiceSummaryDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when AmdSelfServiceSummary statistical data events are fired from a ServiceMonitor object.





Syntax:

SMS->SetAmdSelfServiceSummaryDataArrivalHandler((long) AmdSelfServiceSummaryDataArrival)

Parameters:

void (*pfnAmdSelfServiceSummaryDataArrivalHandler)(IDispatch* pAmdSelfServiceSummaryData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetAmdSelfServiceSummaryDataArrivalHandler((long) AmdSelfServiceSummaryDataArrival);




}


CoUninitialize();





SetAmdReviewSummaryDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when AmdReviewSummary statistical data events are fired from a ServiceMonitor object.

Syntax:

SMS->SetAmdReviewSummaryDataArrivalHandler((long) AmdReviewSummaryDataArrival)

Parameters:

void (*pfnAmdReviewSummaryDataArrivalHandler)(IDispatch* pAmdReviewSummaryData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);


SMS->SetAmdReviewSummaryDataArrivalHandler((long) AmdReviewSummaryDataArrival);




}






{}

CoUninitialize();


This method provides a C++ application with the ability to stop receiving events fired from a ServiceMonitor object.

Syntax:

SMS->StopListeningToEvents()

Parameters:

None

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);





SMS->StopListeningToEvents();}




{}

CoUninitialize();

See Also:

"ListenToEvents"

TableMonitorEventSink


This method provides a C++ application with the ability to receive events fired from a TableMonitor object.

Syntax:

TMS->ListenToEvents(TM)

Parameters:

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);

try{ITableMonitorPtr TM(__uuidof(TableMonitor));ITableMonitorEventSinkPtr TMS(__uuidof(TableMonitorEventSink));

TMS->SetTableDataArrivalHandler((long) TableDataArrival);TMS->SetConnectionUpHandler((long) ConnectionUpHandler);


TableMonitorInterface An interface pointer to a TableMonitor object from which you will receive events.



TMS->SetConnectionDownHandler((long) ConnectionDownHandler);TMS->ListenToEvents(TM);

TM->MonitorId = 1;TM->UserArgument = (long)TM;TM->StartMessagePump();TM->Connect(0,"Ethernet");


}


CoUninitialize();

See Also:


SetTableDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when table statistical data events are fired from a TableMonitor object.

Syntax:

TMS->SetTableDataArrivalHandler((long) TableDataArrival)

Parameters:

void (*pfnTableDataArrivalHandler)(IDispatch* pTableData, int iMonitorId);

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);

try





{ITableMonitorPtr TM(__uuidof(TableMonitor));ITableMonitorEventSinkPtr TMS(__uuidof(TableMonitorEventSink));

TMS->SetTableDataArrivalHandler((long) TableDataArrival);TMS->SetConnectionUpHandler((long) ConnectionUpHandler);TMS->SetConnectionDownHandler((long) ConnectionDownHandler);TMS->ListenToEvents(TM);



}


CoUninitialize();

SetTableNotifyDataArrivalHandlerDescription:

This method provides a C++ application with the ability to set the callback function that is called when Table Notification statistical data events are fired from an TableMonitor object.

Syntax:

TMS->SetTableNotifyDataArrivalHandler((long) NotifyDataArrival)

Parameters:

void (*pfnTableNotifyDataArrivalHandler)(IDispatch* pNotifyData, int iMonitorId);

VB Sample:

Not applicable.





C++ Sample:

CoInitialize(NULL);


TMS->SetTableNotifyDataArrivalHandler((long) NotifyDataArrival);TMS->SetConnectionUpHandler((long) ConnectionUpHandler);TMS->SetConnectionDownHandler((long) ConnectionDownHandler);TMS->ListenToEvents(TM);



}


CoUninitialize();


This method provides a C++ application with the ability to set the callback function that is called when a connection down event is fired from a TableMonitor object.

Syntax:

TMS->SetConnectionDownHandler((long) TableConnectionDown)

Parameters:


iStatus values:





UNABLE_TO_CONNECT




[not sure of formatting]

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);





}


CoUninitialize();


This method provides a C++ application with the ability to set the callback function that is called when a connection up event is fired from a TableMonitor object.



Syntax:

TMS->SetConnectionUpHandler((long) TableConnectionUp)

Parameters:


VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);






}


CoUninitialize();






This method provides a C++ application with the ability to stop receiving events fired from a TableMonitor object.

Syntax:

TMS->StopListeningToEvents()

Parameters:

None

VB Sample:

Not applicable.

C++ Sample:

CoInitialize(NULL);

try{ITableMonitorPtr TM(__uuidof(TableMonitor));ITableMonitorEventSinkPtr TMS(__uuidof(TableMonitorEventSink));TMS->SetTableDataArrivalHandler((long) TableDataArrival);TMS->SetConnectionUpHandler((long) ConnectionUpHandler);TMS->SetConnectionDownHandler((long) ConnectionDownHandler);TMS->ListenToEvents(TM);TM->MonitorId = 1;TM->UserArgument = (long)TM;TM->StartMessagePump();TM->Connect(0,"Ethernet");SM->Connect(0,"Ethernet");


TMS->StopListeningToEvents();}


CoUninitialize();

See Also:

"ListenToEvents"


Chapter 5

Data Interfaces

The Data Interfaces are passed through the event handlers to provide you with statistical data. These objects have many properties that give you access to the data stored within them.

The following classes are found within the data interfaces:

• AcdData

• AgdData

• AgentData

• AmdData

• AmdSummaryByQueueData

• AodData

• ChatData

• CtiData

• DistListMailQueueData

• FeedApplicationData

• FeedApplicationData

• IvrData

• NotificationData

• TableData

• WorkgroupData

AcdData

The properties of the AcdData class are described in the following subsections.

AgentsInActiveDescription:

This property returns the current number of agents in the state of Active for the service specified by the acquired AcdData object.


5–2 | Data Interfaces Aspect Software

Syntax:

IntegerValue = AcdData.AgentsInActive

Property Type:

VB: integerC++: short

VB Sample:

Private Sub ServiceMonitor_AcdDataArrival (ByVal AcdData As Object, ByVal MonitorId As Long)

Dim AcdDataObject As CCPROOSMSCLIENTLib.AcdDataSet AcdDataObject = AcdData

MSF.Text = Str(AcdDataObject.AgentsInActive)


End Sub

C++ Sample:

void AcdDataArrival(IDispatch* pAcdData, int iMonitorId){IAcdDataPtr pAcdDataPtr = pAcdData;

short siAgentsInActive = pAcdDataPtr->AgentsInActive;

short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInActive: %d\n",iMonitorId,siServiceId,siAgentsInActive);

}

AgentsInHoldDescription:

This property returns the current number of agents in the state of Hold for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.AgentsInHold


Aspect Software Data Interfaces | 5–3

Property Type:


VB Sample:

Private Sub ServiceMonitor_AcdDataArrival(ByVal AcdData As Object, ByVal MonitorId As Long)Dim AcdDataObject As CCPROOSMSCLIENTLib.AcdDataSet AcdDataObject = AcdData

MSF.Text = Str(AcdDataObject.AgentsInHold)

Set AcdDataObject = NothingEnd Sub

C++ Sample:


short siAgentsInHold = pAcdDataPtr->AgentsInHold;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInHold: %d\n",iMonitorId,siServiceId,siAgentsInHold);

}

AgentsInIdleDescription:

This property returns the current number of agents in the state of Idle for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.AgentsInIdle

Property Type:


VB Sample:

Private Sub ServiceMonitor_AcdDataArrival(ByVal AcdData As Object, ByVal MonitorId As Long)




MSF.Text = Str(AcdDataObject.AgentsInIdle)


C++ Sample:


short siAgentsInIdle = pAcdDataPtr->AgentsInIdle;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInIdle: %d\n",iMonitorId,siServiceId,siAgentsInIdle);

}

AgentsInInternalDescription:

This property returns the current number of agents in the state of Internal for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.AgentsInInternal

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.AgentsInInternal)




C++ Sample:


short siAgentsInInternal = pAcdDataPtr->AgentsInInternal;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInInternal: %d\n",iMonitorId,siServiceId,siAgentsInInternal);

}

AgentsInManualDescription:

This property returns the current number of agents in the state of Manual for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.AgentsInManual

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.AgentsInManual)


C++ Sample:


short siAgentsInManual = pAcdDataPtr->AgentsInManual;short siServiceId = pAcdDataPtr->ServiceId;



printf("MonitorId: %d \t ServiceId: %d \t AgentsInManual: %d\n",iMonitorId,siServiceId,siAgentsInManual);

}

AgentsInNotReadyDescription:

This property returns the current number of agents in a state of Not Ready for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.AgentsInNotReady

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.AgentsInNotReady)


C++ Sample:


short siAgentsInNotReady = pAcdDataPtr->AgentsInNotReady;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInNotReady: %d\n",iMonitorId,siServiceId,siAgentsInNotReady);

}



AgentsInOtherDescription:

This property returns the current number of agents in a state of Other for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.AgentsInOther

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.AgentsInOther)


C++ Sample:


short siAgentsInOther = pAcdDataPtr->AgentsInOther;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInOther: %d\n",iMonitorId,siServiceId,siAgentsInOther);

}

AgentsInPreviewDescription:

This property returns the current number of agents in a state of Preview for the service specified by the acquired AcdData object.



Syntax:

IntegerValue = AcdData.AgentsInPreview

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.AgentsInPreview)


C++ Sample:


short siAgentsInPreview = pAcdDataPtr->AgentsInPreview;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInPreview: %d\n",iMonitorId,siServiceId,siAgentsInPreview);

}

AgentsInWrapDescription:

This property returns the current number of agents in a state of Wrap for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.AgentsInWrap

Property Type:




VB Sample:


MSF.Text = Str(AcdDataObject.AgentsInWrap)


C++ Sample:


short siAgentsInWrap = pAcdDataPtr->AgentsInWrap;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInWrap: %d\n",iMonitorId,siServiceId,siAgentsInWrap);

}

AgentsLoggedInDescription:

This property returns the current number of agents in a state of Logged In for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.AgentsLoggedIn

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.AgentsLoggedIn)




C++ Sample:


short siAgentsLoggedIn = pAcdDataPtr->AgentsLoggedIn;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsLoggedIn: %d\n",iMonitorId,siServiceId,siAgentsLoggedIn);

}

ApplicationDescription:

This property returns the current application to which the service specified by the acquired AcdData object belongs.

Syntax:

StringValue = AcdData.Application

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AcdDataObject.Application


C++ Sample:

void ConvertBSTRToSTR(BSTR bstrString, char* pszString){int iCnt;int iLength = SysStringLen(bstrString);



for (iCnt=0; iCnt < iLength; iCnt++)pszString[iCnt] = (char) bstrString[iCnt];

pszString[iCnt] = 0;}


char szApplication[81];ConvertBSTRToSTR(pAcdDataPtr->Application,szApplication);short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Application: %s\n",iMonitorId,siServiceId,szApplication);

}

ApplicationIdDescription:

This property returns the current application ID of the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.ApplicationId

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.ApplicationId)


C++ Sample:

void AcdDataArrival(IDispatch* pAcdData, int iMonitorId){



IAcdDataPtr pAcdDataPtr = pAcdData;

short siApplicationId = pAcdDataPtr->ApplicationId;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t ApplicationId: %d\n",iMonitorId,siServiceId,siApplicationId);

}

AvgAgentActiveTimeDescription:

This property returns the average amount of time all agents have been in the state of Active for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.AvgAgentActiveTime

Property Type:

VB: longC++: integer

VB Sample:


MSF.Text = Str(AcdDataObject.AvgAgentActiveTime)


C++ Sample:


int iAvgAgentActiveTime = pAcdDataPtr->AvgAgentActiveTime;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AvgAgentActiveTime: %d\n",iMonitorId,siServiceId,iAvgAgentActiveTime);

}



AvgAgentIdleTimeDescription:

This property returns the average amount of time all agents have been in the state of Idle for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.AvgAgentIdleTime

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.AvgAgentIdleTime)


C++ Sample:


int iAvgAgentIdleTime = pAcdDataPtr->AvgAgentIdleTime;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AvgAgentIdleTime: %d\n",iMonitorId,siServiceId,iAvgAgentIdleTime);

}

AvgAgentWrapTimeDescription:

This property returns the average amount of time all agents have been in the state of Wrap for the service specified by the acquired AcdData object.



Syntax:

LongValue = AcdData.AvgAgentWrapTime

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.AvgAgentWrapTime)


C++ Sample:


int iAvgAgentWrapTime = pAcdDataPtr->AvgAgentWrapTime;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AvgAgentWrapTime: %d\n",iMonitorId,siServiceId,iAvgAgentWrapTime);

}

AvgSpeedOfAnswerDescription:

This property returns the average amount of time it takes for a customer to pick up the phone for the service specified by the acquired AcdData object.

Syntax:

FloatValue = AcdData.AvgSpeedOfAnswer

Property Type:

VB: floatC++: float



VB Sample:


MSF.Text = Str(AcdDataObject.AvgSpeedOfAnswer)


C++ Sample:


float fAvgSpeedOfAnswer = pAcdDataPtr->AvgSpeedOfAnswer;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AvgSpeedOfAnswer: %d\n",iMonitorId,siServiceId,fAvgSpeedOfAnswer);

}

AvgTimeInQueueDescription:

This property returns the average amount of time a call stays in the queue before being processed for the service specified by the acquired AcdData object.

Syntax:

FloatValue = AcdData.AvgTimeInQueue

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AcdDataObject.AvgTimeInQueue)




C++ Sample:


float fAvgTimeInQueue = pAcdDataPtr->AvgTimeInQueue;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AvgTimeInQueue: %d\n",iMonitorId,siServiceId,fAvgTimeInQueue);

}

AvgTimeToAbandonDescription:

This property returns the average amount of time it takes for a customer to hang up the phone while waiting in queue for the service specified by the acquired AcdData object.

Syntax:

FloatValue = AcdData.AvgTimeToAbandon

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AcdDataObject.AvgTimeToAbandon)


C++ Sample:




float fAvgTimeToAbandon = pAcdDataPtr->AvgTimeToAbandon;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AvgTimeToAbandon: %d\n",iMonitorId,siServiceId,fAvgTimeToAbandon);

}

CallsAbandonedBeforeQueueDescription:

This property returns the amount of calls that have been terminated before being placed in the queue for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsAbandonedBeforeQueue

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsAbandonedBeforeQueue)


C++ Sample:


int iCallsAbandonedBeforeQueue = pAcdDataPtr->CallsAbandonedBeforeQueue;


printf("MonitorId: %d \t ServiceId: %d \t CallsAbandonedBeforeQueue: %d\n",iMonitorId,siServiceId,iCallsAbandonedBeforeQueue);

}



CallsAbandonedInQueueDescription:

This property returns the amount of calls terminated by customer after being placed in the queue for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsAbandonedInQueue

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsAbandonedInQueue)


C++ Sample:


int iCallsAbandonedInQueue = pAcdDataPtr->CallsAbandonedInQueue;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsAbandonedInQueue: %d\n",iMonitorId,siServiceId,iCallsAbandonedInQueue);

}

CallsAnsweredDescription:

This property returns the amount of calls that have been answered for the service specified by the acquired AcdData object.



Syntax:

LongValue = AcdData.CallsAnswered

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsAnswered)


C++ Sample:


int iCallsAnswered = pAcdDataPtr->CallsAnswered;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsAnswered: %d\n",iMonitorId,siServiceId,iCallsAnswered);

}

CallsInProgressDescription:

This property returns the amount of calls currently in progress for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsInProgress

Property Type:




VB Sample:


MSF.Text = Str(AcdDataObject.CallsInProgress)


C++ Sample:


int iCallsInProgress = pAcdDataPtr->CallsInProgress;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsInProgress: %d\n",iMonitorId,siServiceId,iCallsInProgress);

}

CallsInQueueDescription:

This property returns the amount of calls currently in queue for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsInQueue

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsInQueue)




C++ Sample:


int iCallsInQueue = pAcdDataPtr->CallsInQueue;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsInQueue: %d\n",iMonitorId,siServiceId,iCallsInQueue);

}

CallsInVoiceMailDescription:

This property returns the amount of calls currently in voice mail for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsInVoiceMail

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsInVoiceMail)


C++ Sample:




int iCallsInVoiceMail = pAcdDataPtr->CallsInVoiceMail;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsInVoiceMail: %d\n",iMonitorId,siServiceId,iCallsInVoiceMail);

}

CallsOfferedDescription:

This property returns the amount of calls that have been offered the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsOffered

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsOffered)


C++ Sample:


int iCallsOffered = pAcdDataPtr->CallsOffered;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsOffered: %d\n",iMonitorId,siServiceId,iCallsOffered);

}



CallsOverflowedDescription:

This property returns the amount of calls that have been overflowed for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsOverflowed

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsOverflowed)


C++ Sample:


int iCallsOverflowed = pAcdDataPtr->CallsOverflowed;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsOverflowed: %d\n",iMonitorId,siServiceId,iCallsOverflowed);

}

CallsRejectedDescription:

This property returns the amount of calls that have been rejected for the service specified by the acquired AcdData object.



Syntax:

LongValue = AcdData.CallsRejected

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsRejected)


C++ Sample:


int iCallsRejected = pAcdDataPtr->CallsRejected;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsRejected: %d\n",iMonitorId,siServiceId,iCallsRejected);

}

CallsReroutedDescription:

This property returns the amount of calls that have been rerouted for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsRerouted

Property Type:




VB Sample:


MSF.Text = Str(AcdDataObject.CallsRerouted)


C++ Sample:


int iCallsRerouted = pAcdDataPtr->CallsRerouted;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsRerouted: %d\n",iMonitorId,siServiceId,iCallsRerouted);

}

CallsServicedWithinServiceLevelDescription:

This property returns the amount of calls serviced within the target queue time for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsServicedWithinServiceLevel

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsServicedWithinServiceLevel)




C++ Sample:


int iCallsServicedWithinServiceLevel = pAcdDataPtr->CallsServicedWithinServiceLevel;


printf("MonitorId: %d \t ServiceId: %d \t CallsServicedWithinServiceLevel: %d\n",iMonitorId,siServiceId,iCallsServicedWithinServiceLevel);

}

CallsTransferredToAgentDescription:

This property returns the amount of calls transferred to an agent for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsTransferredToAgent

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsTransferredToAgent)


C++ Sample:

void AcdDataArrival(IDispatch* pAcdData, int iMonitorId){



IAcdDataPtr pAcdDataPtr = pAcdData;

int iCallsTransferredToAgent = pAcdDataPtr->CallsTransferredToAgent;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsTransferredToAgent: %d\n",iMonitorId,siServiceId,iCallsTransferredToAgent);

}

CallsTransferredToExternalDescription:

This property returns the amount of calls transferred to an external source for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsTransferredToExternal

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsTransferredToExternal)


C++ Sample:


int iCallsTransferredToExternal = pAcdDataPtr->CallsTransferredToExternal;


printf("MonitorId: %d \t ServiceId: %d \t CallsTransferredToExternal: %d\n",iMonitorId,siServiceId,iCallsTransferredToExternal);

}



CallsTransferredToServiceDescription:

This property returns the amount of calls transferred to another service for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.CallsTransferredToService

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CallsTransferredToService)


C++ Sample:


int iCallsTransferredToService = pAcdDataPtr->CallsTransferredToService;


printf("MonitorId: %d \t ServiceId: %d \t CallsTransferredToService: %d\n",iMonitorId,siServiceId,iCallsTransferredToService);

}

CurrentLongestQueueWaitSecondsDescription:

This property returns the current high-water mark for queue wait time for the service specified by the acquired AcdData object.



Syntax:

LongValue = AcdData.CurrentLongestQueueWaitSeconds

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.CurrentLongestQueueWaitSeconds)


C++ Sample:


int iCurrentLongestQueueWaitSeconds = pAcdDataPtr->CurrentLongestQueueWaitSeconds;


printf("MonitorId: %d \t ServiceId: %d \t CurrentLongestQueueWaitSeconds: %d\n",iMonitorId,siServiceId,iCurrentLongestQueueWaitSeconds);

}

MaxCallsInQueueDescription:

This property returns the high-water mark for the number of calls in queue for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.MaxCallsInQueue



Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.MaxCallsInQueue)


C++ Sample:


int iMaxCallsInQueue = pAcdDataPtr->MaxCallsInQueue;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t MaxCallsInQueue: %d\n",iMonitorId,siServiceId,iMaxCallsInQueue);

}

MaxWaitInQueueDescription:

This property returns the high-water mark for the wait time in queue for the service specified by the acquired AcdData object.

Syntax:

LongValue = AcdData.MaxWaitInQueue

Property Type:


VB Sample:

Private Sub ServiceMonitor_AcdDataArrival(ByVal AcdData As Object, ByVal MonitorId As Long)




MSF.Text = Str(AcdDataObject.MaxWaitInQueue)


C++ Sample:


int iMaxWaitInQueue = pAcdDataPtr->MaxWaitInQueue;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t MaxWaitInQueue: %d\n",iMonitorId,siServiceId,iMaxWaitInQueue);

}

OccupancyDescription:

This property returns agents’ productive time for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.Occupancy

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.Occupancy)




C++ Sample:


short siOccupancy = pAcdDataPtr->Occupancy;short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Occupancy: %d\n",iMonitorId,siServiceId,siOccupancy);

}

PercentServiceWithinServiceLevelDescription:

This property returns the quotient of CallsServicedWithinServiceLevel by CallsOffered for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.PercentServiceWithinServiceLevel

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AcdDataObject.PercentServiceWithServiceLevel)


C++ Sample:


float fPercentServiceWithinServiceLevel = pAcdDataPtr->PercentServiceWithinServiceLevel;




printf("MonitorId: %d \t ServiceId: %d \t PercentServiceWithinServiceLevel: %d\n",iMonitorId,siServiceId,fPercentServiceWithinServiceLevel);

}

ServiceDescription:

This property returns the name of the service for the service specified by the acquired AcdData object.

Syntax:

StringValue = AcdData.Service

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AcdDataObject.Service


C++ Sample:







char szService[81];ConvertBSTRToSTR(pAcdDataPtr->Service,szService);short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Service: %s\n",iMonitorId,siServiceId,szService);

}

ServiceIdDescription:

This property returns the service ID for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.ServiceId

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.ServiceId)


C++ Sample:



printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId,siServiceId);}



ServiceTypeDescription:

This property returns the name of the service type for the service specified by the acquired AcdData object.

Syntax:

StringValue = AcdData.ServiceType

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AcdDataObject.ServiceType


C++ Sample:





char szServiceType[81];ConvertBSTRToSTR(pAcdDataPtr->ServiceType,szServiceType);short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceType: %s\n",iMonitorId,siServiceId,szServiceType);

}



ServiceTypeIdDescription:

This property returns the service-type ID for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.ServiceTypeId

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.ServiceTypeId)


C++ Sample:


short siServiceTypeId = pAcdDataPtr->ServiceTypeId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTypeId %d\n",iMonitorId,siServiceId,siServiceTypeId);

}

StartTimeMilitaryDescription:

This property returns the time, in military, when the service was started for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.StartTimeMilitary



Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.StartTimeMilitary)


C++ Sample:


short siStartTimeMilitary = pAcdDataPtr->StartTimeMilitary;

printf("MonitorId: %d \t ServiceId: %d \t StartTimeMilitary %d\n",iMonitorId,siServiceId,siStartTimeMilitary);

}

StatusDescription:

This property returns the name of the current status for the service specified by the acquired AcdData object.

Syntax:

StringValue = AcdData.Status

Property Type:

VB: stringC++: BSTR

VB Sample:

Private Sub ServiceMonitor_AcdDataArrival(ByVal AcdData As Object, ByVal MonitorId As Long)Dim AcdDataObject As CCPROOSMSCLIENTLib.AcdData



Set AcdDataObject = AcdData

MSF.Text = AcdDataObject.Status


C++ Sample:





char szStatus[81];ConvertBSTRToSTR(pAcdDataPtr->Status,szStatus);short siServiceId = pAcdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Status: %s\n",iMonitorId,siServiceId,szStatus);

}

StatusIdDescription:

This property returns the name of the current status ID for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.StatusId

Property Type:




VB Sample:


MSF.Text = Str(AcdDataObject.StatusId)


C++ Sample:


short siStatusId = pAcdDataPtr->StatusId;

printf("MonitorId: %d \t ServiceId: %d \t StatusId %d\n",iMonitorId,siServiceId,siStatusId);

}

StopTimeMilitaryDescription:

This property returns the time, in military, when the service was stopped for the service specified by the acquired AcdData object.

Syntax:

IntegerValue = AcdData.StopTimeMilitary

Property Type:


VB Sample:


MSF.Text = Str(AcdDataObject.StopTimeMilitary)




C++ Sample:


short siStopTimeMilitary = pAcdDataPtr->StopTimeMilitary;

printf("MonitorId: %d \t ServiceId: %d \t StopTimeMilitary %d\n",iMonitorId,siServiceId,siStopTimeMilitary);

}

GetAcdDataDescription:

This method returns a raw pointer to the data stored in the AcdData component.

Syntax:

AcdData->GetAcdData((long) &pAcdStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:


DAcdStatistics* pAcdStats;pAcdDataPtr->GetAcdData((long)&pAcdStats);

printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId, pAcdStats->siServiceId);

}


Long A casted pointer to a DAcdStatistics structure.



AgdData

The properties of the AgdData class are described in the following subsections.


This property returns the current number of agents in the state of Active for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.AgentsInActive

Property Type:


VB Sample:

Private Sub ServiceMonitor_AgdDataArrival (ByVal AgdData As Object, ByVal MonitorId As Long)

Dim AgdDataObject As CCPROOSMSCLIENTLib.AgdDataSet AgdDataObject = AgdData

MSF.Text = Str(AgdDataObject.AgentsInActive)


End Sub

C++ Sample:


short siAgentsInActive = pAcdDataPtr->AgentsInActive;



}




This property returns the current number of agents in the state of Hold for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.AgentsInHold

Property Type:


VB Sample:

Private Sub ServiceMonitor_AgdDataArrival(ByVal AgdData As Object, ByVal MonitorId As Long)Dim AgdDataObject As CCPROOSMSCLIENTLib.AgdDataSet AgdDataObject = AgdData

MSF.Text = Str(AgdDataObject.AgentsInHold)

Set AgdDataObject = NothingEnd Sub

C++ Sample:

void AgdDataArrival(IDispatch* pAgdData, int iMonitorId){IAgdDataPtr pAgdDataPtr = pAgdData;

short siAgentsInHold = pAgdDataPtr->AgentsInHold;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Idle for the service specified by the acquired AgdData object.



Syntax:

IntegerValue = AgdData.AgentsInIdle

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.AgentsInIdle)


C++ Sample:


short siAgentsInIdle = pAgdDataPtr->AgentsInIdle;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Internal for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.AgentsInInternal

Property Type:




VB Sample:


MSF.Text = Str(AgdDataObject.AgentsInInternal)


C++ Sample:


short siAgentsInInternal = pAgdDataPtr->AgentsInInternal;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Manual for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.AgentsInManual

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.AgentsInManual)




C++ Sample:


short siAgentsInManual = pAgdDataPtr->AgentsInManual;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Not Ready for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.AgentsInNotReady

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.AgentsInNotReady)


C++ Sample:




short siAgentsInNotReady = pAgdDataPtr->AgentsInNotReady;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Other for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.AgentsInOther

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.AgentsInOther)


C++ Sample:


short siAgentsInOther = pAgdDataPtr->AgentsInOther;short siServiceId = pAgdDataPtr->ServiceId;


}




This property returns the current number of agents in a state of Wrap for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.AgentsInWrap

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.AgentsInWrap)


C++ Sample:


short siAgentsInWrap = pAgdDataPtr->AgentsInWrap;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Logged In for the service specified by the acquired AgdData object.



Syntax:

IntegerValue = AgdData.AgentsLoggedIn

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.AgentsLoggedIn)


C++ Sample:


short siAgentsLoggedIn = pAgdDataPtr->AgentsLoggedIn;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the current application to which the service specified by the acquired AgdData object belongs.

Syntax:

StringValue = AgdData.Application

Property Type:

VB: stringC++: BSTR



VB Sample:


MSF.Text = AgdDataObject.Application


C++ Sample:





char szApplication[81];ConvertBSTRToSTR(pAgdDataPtr->Application,szApplication);short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the current application ID of the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.ApplicationId



Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.ApplicationId)


C++ Sample:


short siApplicationId = pAgdDataPtr->ApplicationId;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Active for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.AvgAgentActiveTime

Property Type:


VB Sample:

Private Sub ServiceMonitor_AgdDataArrival(ByVal AgdData As Object, ByVal MonitorId As Long)



Dim AgdDataObject As CCPROOSMSCLIENTLib.AgdDataSet AgdDataObject = AgdData

MSF.Text = Str(AgdDataObject.AvgAgentActiveTime)


C++ Sample:


int iAvgAgentActiveTime = pAgdDataPtr->AvgAgentActiveTime;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Idle for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.AvgAgentIdleTime

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.AvgAgentIdleTime)




C++ Sample:


int iAvgAgentIdleTime = pAgdDataPtr->AvgAgentIdleTime;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Wrap for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.AvgAgentWrapTime

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.AvgAgentWrapTime)


C++ Sample:


int iAvgAgentWrapTime = pAgdDataPtr->AvgAgentWrapTime;short siServiceId = pAgdDataPtr->ServiceId;




}


This property returns the average amount of time it takes for a customer to pick up the phone for the service specified by the acquired AgdData object.

Syntax:

FloatValue = AgdData.AvgSpeedOfAnswer

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AgdDataObject.AvgSpeedOfAnswer)


C++ Sample:


float fAvgSpeedOfAnswer = pAgdDataPtr->AvgSpeedOfAnswer;short siServiceId = pAgdDataPtr->ServiceId;


}




This property returns the average amount of time a call stays in the queue before being processed for the service specified by the acquired AgdData object.

Syntax:

FloatValue = AgdData.AvgTimeInQueue

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AgdDataObject.AvgTimeInQueue)


C++ Sample:


float fAvgTimeInQueue = pAgdDataPtr->AvgTimeInQueue;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the average amount of time it takes for a customer to hang up the phone while waiting in queue for the service specified by the acquired AgdData object.



Syntax:

FloatValue = AgdData.AvgTimeToAbandon

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AgdDataObject.AvgTimeToAbandon)


C++ Sample:


float fAvgTimeToAbandon = pAgdDataPtr->AvgTimeToAbandon;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the amount of calls that have been answered for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.CallsAnswered

Property Type:




VB Sample:


MSF.Text = Str(AgdDataObject.CallsAnswered)


C++ Sample:


int iCallsAnswered = pAgdDataPtr->CallsAnswered;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the amount of calls currently in queue for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.CallsInQueue

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.CallsInQueue)




C++ Sample:


int iCallsInQueue = pAgdDataPtr->CallsInQueue;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the amount of calls that have been offered the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.CallsOffered

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.CallsOffered)


C++ Sample:




int iCallsOffered = pAgdDataPtr->CallsOffered;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the amount of calls that have been overflowed for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.CallsOverflowed

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.CallsOverflowed)


C++ Sample:


int iCallsOverflowed = pAgdDataPtr->CallsOverflowed;short siServiceId = pAgdDataPtr->ServiceId;


}




This property returns the amount of calls that have been rejected for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.CallsRejected

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.CallsRejected)


C++ Sample:


int iCallsRejected = pAgdDataPtr->CallsRejected;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the amount of calls that have been rerouted for the service specified by the acquired AgdData object.



Syntax:

LongValue = AgdData.CallsRerouted

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.CallsRerouted)


C++ Sample:


int iCallsRerouted = pAgdDataPtr->CallsRerouted;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the amount of calls serviced within the target queue time for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.CallsServicedWithinServiceLevel

Property Type:




VB Sample:


MSF.Text = Str(AgdDataObject.CallsServicedWithinServiceLevel)


C++ Sample:


int iCallsServicedWithinServiceLevel = pAgdDataPtr->CallsServicedWithinServiceLevel;

short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the amount of calls transferred to an agent for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.CallsTransferredToAgent

Property Type:


VB Sample:




MSF.Text = Str(AgdDataObject.CallsTransferredToAgent)


C++ Sample:


int iCallsTransferredToAgent = pAgdDataPtr->CallsTransferredToAgent;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the amount of calls transferred to another service for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.CallsTransferredToService

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.CallsTransferredToService)


C++ Sample:

void AgdDataArrival(IDispatch* pAgdData, int iMonitorId){



IAgdDataPtr pAgdDataPtr = pAgdData;

int iCallsTransferredToService = pAgdDataPtr->CallsTransferredToService;



}


This property returns the current high-water mark for queue wait time for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.CurrentLongestQueueWaitSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.CurrentLongestQueueWaitSeconds)


C++ Sample:


int iCurrentLongestQueueWaitSeconds = pAgdDataPtr->CurrentLongestQueueWaitSeconds;


printf("MonitorId: %d \t ServiceId: %d \t CurrentLongestQueueWaitSeconds: %d\n",iMonitorId,siServiceId,



iCurrentLongestQueueWaitSeconds);}


This property returns the high-water mark for the number of calls in queue for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.MaxCallsInQueue

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.MaxCallsInQueue)


C++ Sample:


int iMaxCallsInQueue = pAgdDataPtr->MaxCallsInQueue;short siServiceId = pAgdDataPtr->ServiceId;


}




This property returns the high-water mark for the wait time in queue for the service specified by the acquired AgdData object.

Syntax:

LongValue = AgdData.MaxWaitInQueue

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.MaxWaitInQueue)


C++ Sample:


int iMaxWaitInQueue = pAgdDataPtr->MaxWaitInQueue;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns agents’ productive time for the service specified by the acquired AgdData object.



Syntax:

IntegerValue = AgdData.Occupancy

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.Occupancy)


C++ Sample:


short siOccupancy = pAgdDataPtr->Occupancy;short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the quotient of CallsServicedWithinServiceLevel by CallsOffered for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.PercentServiceWithinServiceLevel

Property Type:

VB: float9C++: float



VB Sample:


MSF.Text = Str(AgdDataObject.PercentServiceWithServiceLevel)


C++ Sample:


float fPercentServiceWithinServiceLevel = pAgdDataPtr->PercentServiceWithinServiceLevel;



}

ServiceDescription:

This property returns the name of the service for the service specified by the acquired AgdData object.

Syntax:

StringValue = AgdData.Service

Property Type:

VB: stringC++: BSTR

VB Sample:




MSF.Text = AgdDataObject.Service


C++ Sample:





char szService[81];ConvertBSTRToSTR(pAgdDataPtr->Service,szService);short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the service ID for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.ServiceId

Property Type:


VB Sample:

Private Sub ServiceMonitor_AgdDataArrival(ByVal AgdData As Object, ByVal MonitorId As Long)Dim AgdDataObject As CCPROOSMSCLIENTLib.AgdData



Set AgdDataObject = AgdData

MSF.Text = Str(AgdDataObject.ServiceId)


C++ Sample:





This property returns the name of the service type for the service specified by the acquired AgdData object.

Syntax:

StringValue = AgdData.ServiceType

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgdDataObject.ServiceType


C++ Sample:

void ConvertBSTRToSTR(BSTR bstrString, char* pszString){



int iCnt;int iLength = SysStringLen(bstrString);




char szServiceType[81];ConvertBSTRToSTR(pAgdDataPtr->ServiceType,szServiceType);short siServiceId = pAgdDataPtr->ServiceId;


}


This property returns the service-type ID for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.ServiceTypeId

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.ServiceTypeId)


C++ Sample:

void AgdDataArrival(IDispatch* pAgdData, int iMonitorId)



{IAgdDataPtr pAgdDataPtr = pAgdData;

short siServiceTypeId = pAgdDataPtr->ServiceTypeId;


}


This property returns the time, in military, when the service was started for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.StartTimeMilitary

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.StartTimeMilitary)


C++ Sample:


short siStartTimeMilitary = pAgdDataPtr->StartTimeMilitary;


}



StatusDescription:

This property returns the name of the current status for the service specified by the acquired AgdData object.

Syntax:

StringValue = AgdData.Status

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgdDataObject.Status


C++ Sample:





char szStatus[81];ConvertBSTRToSTR(pAgdDataPtr->Status,szStatus);short siServiceId = pAgdDataPtr->ServiceId;


}




This property returns the name of the current status ID for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.StatusId

Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.StatusId)


C++ Sample:


short siStatusId = pAgdDataPtr->StatusId;


}


This property returns the time, in military, when the service was stopped for the service specified by the acquired AgdData object.

Syntax:

IntegerValue = AgdData.StopTimeMilitary



Property Type:


VB Sample:


MSF.Text = Str(AgdDataObject.StopTimeMilitary)


C++ Sample:


short siStopTimeMilitary = pAgdDataPtr->StopTimeMilitary;


}

GetAgdDataDescription:

This method returns a raw pointer to the data stored in the AgdData component.

Syntax:

AgdData->GetAgdData((long) &pAgdStatisticalStructure)

Parameters:

VB Sample:

None


Long A casted pointer to a DAgdStatistics structure.



C++ Sample:


DAgdStatistics* pAgdStats;pAgdDataPtr->GetAgdData((long)&pAgdStats);

printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId, pAgdStats->siServiceId);

}

AgentData

The properties of the AgentData class are described in the following subsections.

AcdCallsDescription:

This property returns the amount of ACD type calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.AcdCalls

Property Type:


VB Sample:

Private Sub AgentMonitor_AgentDataArrival(ByVal AgentData As Object, ByVal MonitorId As Long)Dim AgentDataObject As CCPROOSMSCLIENTLib.AgentDataSet AgentDataObject = AgentData

MSF.Text = Str(AgentDataObject.AcdCalls)

Set AgentDataObject = NothingEnd Sub



C++ Sample:

void AgentDataArrival(IDispatch* pAgentData, int iMonitorId){IAgentDataPtr pAgentDataPtr = pAgentData;

int iAcdCalls = pAgentDataPtr->AcdCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t AcdCalls: %d\n",iMonitorId,iAgentIndex,iAcdCalls);

}

AgdCallsDescription:

This property returns the amount of AGD type calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.AgdCalls

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.AgdCalls)


C++ Sample:


int iAgdCalls = pAgentDataPtr->AgdCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;



printf("MonitorId: %d \t AgentIndex: %d \t AgdCalls: %d\n",iMonitorId,iAgentIndex,iAgdCalls);

}

ChatCallsDescription:

This property returns the amount of Chat type calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.ChatCalls

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.ChatCalls)


C++ Sample:


int iChatCalls = pAgentDataPtr->ChatCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ChatCalls: %d\n",iMonitorId,iAgentIndex,iChatCalls);

}



EmailCallsDescription:

This property returns the amount of Email type calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.EmailCalls

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.EmailCalls)


C++ Sample:


int iEmailCalls = pAgentDataPtr->EmailCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t EmailCalls: %d\n",iMonitorId,iAgentIndex,iEmailCalls);

}

ActiveSecondsDescription:

This property returns the amount of seconds the agent has been active for the agent specified by the acquired AgentData object.



Syntax:

LongValue = AgentData.ActiveSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.ActiveSeconds)


C++ Sample:


int iActiveSeconds = pAgentDataPtr->ActiveSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ActiveSeconds: %d\n",iMonitorId,iAgentIndex,iActiveSeconds);

}


This property returns the EnsemblePro internal index number of the agent for the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.AgentIndex

Property Type:




VB Sample:


MSF.Text = Str(AgentDataObject.AgentIndex)


C++ Sample:


int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t \n",iMonitorId, iAgentIndex);

}

AodCallsDescription:

This property returns the amount of AOD type calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.AodCalls

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.AodCalls)




C++ Sample:


int iAcdCalls = pAgentDataPtr->AodCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t AodCalls: %d\n",iMonitorId,iAgentIndex,iAodCalls);

}


This property returns the name of the application to which the service specified by the acquired AgentData object belongs.

Syntax:

StringValue = AgentData.Application

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.Application


C++ Sample:







char szApplication[81];ConvertBSTRToSTR(pAgentDataPtr->Application,szApplication);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t Application: %s\n",iMonitorId,iAgentIndex,szApplication);

}


This property returns the current application ID of the service specified by the acquired AgentData object.

Syntax:

IntegerValue = AgentData.ApplicationId

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.ApplicationId)


C++ Sample:


short siApplicationId = pAgentDataPtr->ApplicationId;



int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ApplicationId: %d\n",iMonitorId,iAgentIndex,siApplicationId);

}

ConferenceCallsDescription:

This property returns the amount of Conference Calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.ConferenceCalls

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.ConferenceCalls)


C++ Sample:


int iConferenceCalls = pAgentDataPtr->ConferenceCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ConferenceCalls: %d\n",iMonitorId,iAgentIndex,iConferenceCalls);

}



ConsultationCallsDescription:

This property returns the amount of Consultation Calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.ConsultationCalls

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.ConsultationCalls)


C++ Sample:


int iConsultationCalls = pAgentDataPtr->ConsultationCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ConsultationCalls: %d\n",iMonitorId,iAgentIndex,iConsultationCalls);

}

CurrentServiceIdDescription:

This property returns the ID of the current service for the agent specified by the acquired AgentData object.



Syntax:

IntegerValue = AgentData.CurrentServiceId

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.CurrentServiceId)


C++ Sample:


short siCurrentServiceId = pAgentDataPtr->CurrentServiceId;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t CurrentServiceId: %d\n",iMonitorId, iAgentIndex,siCurrentServiceId);

}

DidCallsDescription:

This property returns the amount of DID Calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.DidCalls

Property Type:




VB Sample:


MSF.Text = Str(AgentDataObject.DidCalls)


C++ Sample:


int iDidCalls = pAgentDataPtr->DidCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t DidCalls: %d\n",iMonitorId,iAgentIndex,iDidCalls);

}

FirstNameDescription:

This property returns the first name of the agent specified by the acquired AgentData object.

Syntax:

StringValue = AgentData.FirstName

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.FirstName




C++ Sample:





char szFirstName[81];ConvertBSTRToSTR(pAgentDataPtr->FirstName,szFirstName);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t FirstName: %s\n",iMonitorId,iAgentIndex,szFirstName);

}

GetAgentDataDescription:

This method returns a raw pointer to the data stored in the AgentData component.

Syntax:

AgentData->GetAgentData((long) &pAgentStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:

void AgentDataArrival(IDispatch* pAgentData, int iMonitorId){


Long A casted pointer to a DAgentStatistics structure.



IAgentDataPtr pAgentDataPtr = pAgentData;

DAgentStatistics* pAgentStats;pAgentDataPtr->GetAgentData((long)&pAgentStats);

printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId, pAgentStats->siServiceId);

}

HeldCallsDescription:

This property returns the amount of Held Calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.HeldCalls

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.HeldCalls)


C++ Sample:


int iHeldCalls = pAgentDataPtr->HeldCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t HeldCalls: %d\n",iMonitorId,iAgentIndex,iHeldCalls);

}



HeldSecondsDescription:

This property returns the amount of seconds the agent was on hold for the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.HeldSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.HeldSeconds)


C++ Sample:


int iHeldSeconds = pAgentDataPtr->HeldSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t HeldSeconds: %d\n",iMonitorId,iAgentIndex,iHeldSeconds);

}

IdleSecondsDescription:

This property returns the amount of seconds the agent was idle for the agent specified by the acquired AgentData object.



Syntax:

LongValue = AgentData.IdleSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.IdleSeconds)


C++ Sample:


int iIdleSeconds = pAgentDataPtr->IdleSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t IdleSeconds: %d\n",iMonitorId,iAgentIndex,iIdleSeconds);

}

InternalCallsDescription:

This property returns the amount of Internal Calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.InternalCalls

Property Type:




VB Sample:


MSF.Text = Str(AgentDataObject.InternalCalls)


C++ Sample:


int iInternalCalls = pAgentDataPtr->InternalCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t InternalCalls: %d\n",iMonitorId,iAgentIndex,iInternalCalls);

}

InternalSecondsDescription:

This property returns the amount of seconds the agent was on an internal call for the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.InternalSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.InternalSeconds)




C++ Sample:


int iInternalSeconds = pAgentDataPtr->InternalSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t InternalSeconds: %d\n",iMonitorId,iAgentIndex,iInternalSeconds);

}

LastDispositionDescription:

This property returns the description of the disposition of the last call for the agent specified by the acquired AgentData object.

Syntax:

StringValue = AgentData.LastDisposition

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.LastDisposition


C++ Sample:







char szLastDisposition[81];ConvertBSTRToSTR(pAgentDataPtr->LastDisposition,szLastDisposition);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t LastDisposition: %s\n",iMonitorId,iAgentIndex,szLastDisposition);

}

LastDispositionIdDescription:

This property returns the ID of the disposition of the last call for the agent specified by the acquired AgentData object.

Syntax:

IntegerValue = AgentData.LastDispositionId

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.LastDispositionId)


C++ Sample:





short siLastDispositionId = pAgentDataPtr->LastDispositionId;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t LastDispositionId: %d\n",iMonitorId,iAgentIndex,siLastDispositionId);

}

LastNameDescription:

This property returns the last name of the agent specified by the acquired AgentData object.

Syntax:

StringValue = AgentData.LastName

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.LastName


C++ Sample:








char szLastName[81];ConvertBSTRToSTR(pAgentDataPtr->LastName,szLastName);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t LastName: %s\n",iMonitorId,iAgentIndex,szLastName);

}

LoggedInSecondsDescription:

This property returns the amount of seconds the agent was logged in for the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.LoggedInSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.LoggedInSeconds)


C++ Sample:


int iInternalSeconds = pAgentDataPtr->LoggedInSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t LoggedInSeconds: %d\n",iMonitorId,iAgentIndex,iLoggedInSeconds);

}



ManualCallsDescription:

This property returns the amount of Manual Calls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.ManualCalls

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.ManualCalls)


C++ Sample:


int iManualCalls = pAgentDataPtr->ManualCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ManualCalls: %d\n",iMonitorId,iAgentIndex,iManualCalls);

}

ManualSecondsDescription:

This property returns the amount of seconds the agent has been in Manual for the agent specified by the acquired AgentData object.



Syntax:

LongValue = AgentData.ManualSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.ManualSeconds)


C++ Sample:


int iManualSeconds = pAgentDataPtr->ManualSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ManualSeconds: %d\n",iMonitorId,iAgentIndex,iManualSeconds);

}

MonitoringCallsDescription:

This property returns the amount of MonitoringCalls made by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.MonitoringCalls

Property Type:




VB Sample:


MSF.Text = Str(AgentDataObject.MonitoringCalls)


C++ Sample:


int iMonitoringCalls = pAgentDataPtr->MonitoringCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t MonitoringCalls: %d\n",iMonitorId,iAgentIndex,iMonitoringCalls);

}

NotReadySecondsDescription:

This property returns the amount of seconds the agent was not ready to receive calls for the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.NotReadySeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.NotReadySeconds)




C++ Sample:


int iNotReadySeconds = pAgentDataPtr->NotReadySeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t NotReadySeconds: %d\n",iMonitorId,iAgentIndex,iNotReadySeconds);

}

NumberOfSalesDescription:

This property returns the amount of calls that ended in the disposition of 'Sales' for the agent specified by the acquired AgentData object.

Syntax:

IntegerValue = AgentData.NumberOfSales

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.NumberOfSales)


C++ Sample:




short siNumberOfSales = pAgentDataPtr->NumberOfSales;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t NumberOfSales: %d\n",iMonitorId,iAgentIndex,siNumberOfSales);

}

OtherSecondsDescription:

This property returns the amount of seconds the agent was in an Other state for the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.OtherSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.OtherSeconds)


C++ Sample:


int iOtherSeconds = pAgentDataPtr->OtherSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t OtherSeconds: %d\n",iMonitorId,iAgentIndex,iOtherSeconds);

}



PreviewSecondsDescription:

This property returns the amount of seconds the agent was in the state of Preview for the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.PreviewSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.PreviewSeconds)


C++ Sample:


int iPreviewSeconds = pAgentDataPtr->PreviewSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t PreviewSeconds: %d\n",iMonitorId,iAgentIndex,iPreviewSeconds);

}

ServiceDescription:

This property returns the description of the service to which the Agent specified by the acquired AgentData object is logged in.



Syntax:

StringValue = AgentData.Service

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.Service


C++ Sample:





char szService[81];ConvertBSTRToSTR(pAgentDataPtr->Service,szService);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t Service: %s\n",iMonitorId,iAgentIndex,szService);

}




This property returns the ID of the service for the agent specified by the acquired AgentData object.

Syntax:

IntegerValue = AgentData.ServiceId

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.ServiceId)


C++ Sample:


short siServiceId = pAgentDataPtr->ServiceId;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ServiceId: %d\n",iMonitorId, iAgentIndex,siServiceId);

}


This property returns the description of the Service Type to which the agent specified by the acquired AgentData object belongs.



Syntax:

StringValue = AgentData.ServiceType

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.ServiceType


C++ Sample:





char szServiceType[81];ConvertBSTRToSTR(pAgentDataPtr->ServiceType,szServiceType);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ServiceType: %s\n",iMonitorId,iAgentIndex,szServiceType);

}




This property returns the ID of the service type to which the agent specified by the acquired AgentData object belongs.

Syntax:

IntegerValue = AgentData.ServiceTypeId

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.ServiceTypeId)


C++ Sample:


short siServiceTypeId = pAgentDataPtr->ServiceTypeId;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t ServiceTypeId: %d\n",iMonitorId,iAgentIndex,siServiceTypeId);

}

StationDescription:

This property returns the station to which the agent specified by the acquired AgentData object belongs.



Syntax:

StringValue = AgentData.Station

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.Station


C++ Sample:





char szStation[81];ConvertBSTRToSTR(pAgentDataPtr->Station,szStation);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t Station: %s\n",iMonitorId,iAgentIndex,szStation);

}



StatusDescription:

This property returns the description of the current Status of the agent specified by the acquired AgentData object.

Syntax:

StringValue = AgentData.Status

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.Status


C++ Sample:





char szStatus[81];ConvertBSTRToSTR(pAgentDataPtr->Status,szStatus);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t Status: %s\n",iMonitorId,iAgentIndex,szStatus);

}




This property returns the ID of the current Status of the agent specified by the acquired AgentData object.

Syntax:

IntegerValue = AgentData.StatusId

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.StatusId)


C++ Sample:


short siStatusId = pAgentDataPtr->StatusId;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t StatusId: %d\n",iMonitorId,iAgentIndex,siStatusId);

}

StatusSecondsDescription:

This property returns the amount of seconds the agent has been in their current state for the agent specified by the acquired AgentData object.



Syntax:

LongValue = AgentData.StatusSeconds

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.StatusSeconds)


C++ Sample:


int iStatusSeconds = pAgentDataPtr->StatusSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t StatusSeconds: %d\n",iMonitorId, iAgentIndex,iStatusSeconds);

}

StatusStartTimeMilitaryDescription:

This property returns the time the agent entered the current state, in military, for the agent specified by the acquired AgentData object.

Syntax:

IntegerValue = AgentData.StatusStartTimeMilitary

Property Type:




VB Sample:


MSF.Text = Str(AgentDataObject.StatusStartTimeMilitary)


C++ Sample:


short siStatusId = pAgentDataPtr->StatusStartTimeMilitary;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t StatusStartTimeMilitary: %d\n",iMonitorId,iAgentIndex,siStatusStartTimeMilitary);

}

TransferredCallsDescription:

This property returns the amount of calls transferred by the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.TransferredCalls

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.TransferredCalls)




C++ Sample:


int iTransferredCalls = pAgentDataPtr->TransferredCalls;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t TransferredCalls: %d\n",iMonitorId,iAgentIndex,iTransferredCalls);

}

UserIdDescription:

This property returns the user ID of the agent specified by the acquired AgentData object.

Syntax:

StringValue = AgentData.UserId

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.UserId


C++ Sample:







char szServiceType[81];ConvertBSTRToSTR(pAgentDataPtr->UserId,szServiceType);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t UserId: %s\n",iMonitorId,iAgentIndex,szUserId);

}

WorkGroupDescription:

This property returns the description of the current Workgroup for the agent specified by the acquired AgentData object.

Syntax:

StringValue = AgentData.WorkGroup

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AgentDataObject.WorkGroup


C++ Sample:








char szWorkGroup[81];ConvertBSTRToSTR(pAgentDataPtr->WorkGroup,szWorkGroup);int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t WorkGroup: %s\n",iMonitorId,iAgentIndex,szWorkGroup);

}

WorkGroupIdDescription:

This property returns the workgroup ID for the agent specified by the acquired AgentData object.

Syntax:

IntegerValue = AgentData.WorkGroupId

Property Type:


VB Sample:


MSF.Text = Str(AgentDataObject.WorkGroupId)




C++ Sample:


short siWorkGroupId = pAgentDataPtr->WorkGroupId;int iAgentIndex = pAgentDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t WorkGroupId: %d\n",iMonitorId,iAgentIndex,siWorkGroupId);

}

WrapSecondsDescription:

This property returns the amount of seconds the agent was in the state of Wrap for the agent specified by the acquired AgentData object.

Syntax:

LongValue = AgentData.WrapSeconds

Property Type:


VB Sample:

Private Sub AgentMonitor_AgentDataArrival(ByVal AgentData As Object,ByVal MonitorId As Long)Dim AgentDataObject As CCPROOSMSCLIENTLib.AgentDataSet AgentDataObject = AgentData

MSF.Text = Str(AgentDataObject.WrapSeconds)


C++ Sample:


int iWrapSeconds = pAgentDataPtr->WrapSeconds;int iAgentIndex = pAgentDataPtr->AgentIndex;



printf("MonitorId: %d \t AgentIndex: %d \t WrapSeconds: %d\n",iMonitorId,iAgentIndex,iWrapSeconds);

}

AmdData

The properties of the AmdData class are described in the following subsections.


This property returns the current number of agents in the state of Active for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.AgentsInActive

Property Type:


VB Sample:

Private Sub ServiceMonitor_AmdDataArrival(ByVal AmdData As Object, ByVal MonitorId As Long)

Dim AmdDataObject As CCPROOSMSCLIENTLib.AmdDataSet AmdDataObject = AmdData

MSF.Text = Str(AmdDataObject.AgentsInActive)

Set AmdDataObject = Nothing

End Sub

C++ Sample:

void AmdDataArrival(IDispatch* pAmdData, int iMonitorId){IAmdDataPtr pAmdDataPtr = pAmdData;

short siAgentsInActive = pAmdDataPtr->AgentsInActive;short siServiceId = pAmdDataPtr->ServiceId;




}


This property returns the current number of agents in the state of Idle for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.AgentsInIdle

Property Type:


VB Sample:

Private Sub ServiceMonitor_AmdDataArrival(ByVal AmdData As Object, ByVal MonitorId As Long)Dim AmdDataObject As CCPROOSMSCLIENTLib.AmdDataSet AmdDataObject = AmdData

MSF.Text = Str(AmdDataObject.AgentsInIdle)

Set AmdDataObject = NothingEnd Sub

C++ Sample:


short siAgentsInIdle = pAmdDataPtr->AgentsInIdle;short siServiceId = pAmdDataPtr->ServiceId;


}




This property returns the current number of agents in the state of Internal for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.AgentsInInternal

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.AgentsInInternal)


C++ Sample:


short siAgentsInInternal = pAmdDataPtr->AgentsInInternal;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Manual for the service specified by the acquired AmdData object.



Syntax:

IntegerValue = AmdData.AgentsInManual

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.AgentsInManual)


C++ Sample:


short siAgentsInManual = pAmdDataPtr->AgentsInManual;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Not Ready for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.AgentsInNotReady

Property Type:




VB Sample:


MSF.Text = Str(AmdDataObject.AgentsInNotReady)


C++ Sample:


short siAgentsInNotReady = pAmdDataPtr->AgentsInNotReady;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Other for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.AgentsInOther

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.AgentsInOther)




C++ Sample:


short siAgentsInOther = pAmdDataPtr->AgentsInOther;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Wrap for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.AgentsInWrap

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.AgentsInWrap)


C++ Sample:




short siAgentsInWrap = pAmdDataPtr->AgentsInWrap;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Logged In for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.AgentsLoggedIn

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.AgentsLoggedIn)


C++ Sample:


short siAgentsLoggedIn = pAmdDataPtr->AgentsLoggedIn;short siServiceId = pAmdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsLoggedIn: %d\n",iMonitorId,siServiceId,siAgentsInLoggedIn);

}




This property returns the current application to which the service specified by the acquired AmdData object belongs.

Syntax:

StringValue = AmdData.Application

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AmdDataObject.Application


C++ Sample:





char szApplication[81];ConvertBSTRToSTR(pAmdDataPtr->Application,szApplication);short siServiceId = pAmdDataPtr->ServiceId;


}




This property returns the current application ID of the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.ApplicationId

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.ApplicationId)


C++ Sample:


short siApplicationId = pAmdDataPtr->ApplicationId;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Active for the service specified by the acquired AmdData object.



Syntax:

LongValue = AmdData.AvgAgentActiveTime

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.AvgAgentActiveTime)


C++ Sample:


int iAvgAgentActiveTime = pAmdDataPtr->AvgAgentActiveTime;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Idle for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.AvgAgentIdleTime

Property Type:




VB Sample:


MSF.Text = Str(AmdDataObject.AvgAgentIdleTime)


C++ Sample:


int iAvgAgentIdleTime = pAmdDataPtr->AvgAgentIdleTime;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Wrap for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.AvgAgentWrapTime

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.AvgAgentWrapTime)




C++ Sample:


int iAvgAgentWrapTime = pAmdDataPtr->AvgAgentWrapTime;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the average amount of time it takes for a customer to pick up the phone for the service specified by the acquired AmdData object.

Syntax:

FloatValue = AmdData.AvgSpeedOfAnswer

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AmdDataObject.AvgSpeedOfAnswer)


C++ Sample:




float fAvgSpeedOfAnswer = pAmdDataPtr->AvgSpeedOfAnswer;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the average amount of time a call stays in the queue before being processed for the service specified by the acquired AmdData object.

Syntax:

FloatValue = AmdData.AvgTimeInQueue

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AmdDataObject.AvgTimeInQueue)


C++ Sample:


float fAvgTimeInQueue = pAmdDataPtr->AvgTimeInQueue;short siServiceId = pAmdDataPtr->ServiceId;


}




This property returns the amount of calls that were answered for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.CallsAnswered

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.CallsAnswered)


C++ Sample:


int iCallsAnswered = pAmdDataPtr->CallsAnswered;short siServiceId = pAmdDataPtr->ServiceId;


}

CallsAutoRespondedDescription:

This property returns the total number of inbound e-mail messages responded by the natural language process for the service specified by the acquired AmdData object.



Syntax:

LongValue = AmdData.CallsInQueue

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.CallsInQueue)


C++ Sample:


int iCallsInQueue = pAmdDataPtr->CallsInQueue;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the amount of calls currently in queue for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.CallsInQueue

Property Type:




VB Sample:


MSF.Text = Str(AmdDataObject.CallsInQueue)


C++ Sample:


int iCallsInQueue = pAmdDataPtr->CallsInQueue;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the amount of calls that were offered the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.CallsOffered

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.CallsOffered)




C++ Sample:


int iCallsOffered = pAmdDataPtr->CallsOffered;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the amount of calls that were overflowed for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.CallsOverflowed

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.CallsOverflowed)


C++ Sample:




int iCallsOverflowed = pAmdDataPtr->CallsOverflowed;short siServiceId = pAmdDataPtr->ServiceId;


}

CallsPendingProcessingDescription:

This property returns the total number of e-mail messages waiting to be serviced by the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.CallsPendingProcessing

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.CallsPendingProcessing)


C++ Sample:


int iCallsPendingProcessing = pAmdDataPtr->CallsPendingProcessing;short siServiceId = pAmdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsPendingProcessing: %d\n",iMonitorId,siServiceId,iCallsPendingProcessing);

}




This property returns the amount of calls that were rerouted for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.CallsRerouted

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.CallsRerouted)


C++ Sample:


int iCallsRerouted = pAmdDataPtr->CallsRerouted;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the amount of calls serviced within the target queue time for the service specified by the acquired AmdData object.



Syntax:

LongValue = AmdData.CallsServicedWithinServiceLevel

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.CallsServicedWithinServiceLevel)


C++ Sample:


int iCallsServicedWithinServiceLevel = pAmdDataPtr->CallsServicedWithinServiceLevel;

short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the current high-water mark for queue wait time for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.CurrentLongestQueueWaitSeconds



Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.CurrentLongestQueueWaitSeconds)


C++ Sample:


int iCurrentLongestQueueWaitSeconds = pAmdDataPtr->CurrentLongestQueueWaitSeconds;



}


This property returns the high-water mark for the number of calls in queue for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.MaxCallsInQueue

Property Type:




VB Sample:


MSF.Text = Str(AmdDataObject.MaxCallsInQueue)


C++ Sample:


int iMaxCallsInQueue = pAmdDataPtr->MaxCallsInQueue;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the high-water mark for the wait time in queue for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.MaxWaitInQueue

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.MaxWaitInQueue)




C++ Sample:


int iMaxWaitInQueue = pAmdDataPtr->MaxWaitInQueue;short siServiceId = pAmdDataPtr->ServiceId;


}

MessagesInReviewListDescription:

This property returns the total number of e-mail messages pending review by Center Directors for the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.MessagesInReviewList

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.MessagesInReviewList)


C++ Sample:




int iMessagesInReviewList = pAmdDataPtr->MessagesInReviewList;short siServiceId = pAmdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t MessagesInReviewList: %d\n",iMonitorId,siServiceId,iMessagesInReviewList);

}

NumberOfOutboundEMailsDescription:

This property returns the total number of e-mail messages that have been sent by the service specified by the acquired AmdData object.

Syntax:

LongValue = AmdData.NumberOfOutboundEMails

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.NumberOfOutboundEMails)


C++ Sample:


int iNumberOfOutboundEMails = pAmdDataPtr->NumberOfOutboundEMails;short siServiceId = pAmdDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t NumberOfOutboundEMails: %d\n",iMonitorId,siServiceId,iNumberOfOutboundEMails);

}




This property returns agents’ productive time for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.Occupancy

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.Occupancy)


C++ Sample:


short siOccupancy = pAmdDataPtr->Occupancy;short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the quotient of CallsServicedWithinServiceLevel by CallsOffered for the service specified by the acquired AmdData object.



Syntax:

IntegerValue = AmdData.PercentServiceWithinServiceLevel

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AmdDataObject.PercentServiceWithServiceLevel)


C++ Sample:


float fPercentServiceWithinServiceLevel = pAmdDataPtr->PercentServiceWithinServiceLevel;



}

ServiceDescription:

This property returns the name of the service for the service specified by the acquired AmdData object.

Syntax:

StringValue = AmdData.Service



Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AmdDataObject.Service


C++ Sample:





char szService[81];ConvertBSTRToSTR(pAmdDataPtr->Service,szService);short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the service ID for the service specified by the acquired AmdData object.



Syntax:

IntegerValue = AmdData.ServiceId

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.ServiceId)


C++ Sample:





This property returns the name of the service type for the service specified by the acquired AmdData object.

Syntax:

StringValue = AmdData.ServiceType

Property Type:

VB: stringC++: BSTR



VB Sample:


MSF.Text = AmdDataObject.ServiceType


C++ Sample:





char szServiceType[81];ConvertBSTRToSTR(pAmdDataPtr->ServiceType,szServiceType);short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the service type ID for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.ServiceTypeId



Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.ServiceTypeId)


C++ Sample:


short siServiceTypeId = pAmdDataPtr->ServiceTypeId;


}


This property returns the time, in military, when the service was started for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.StartTimeMilitary

Property Type:


VB Sample:

Private Sub ServiceMonitor_AmdDataArrival(ByVal AmdData As Object, ByVal MonitorId As Long)Dim AmdDataObject As CCPROOSMSCLIENTLib.AmdData



Set AmdDataObject = AmdData

MSF.Text = Str(AmdDataObject.StartTimeMilitary)


C++ Sample:


short siStartTimeMilitary = pAmdDataPtr->StartTimeMilitary;


}

StatusDescription:

This property returns the name of the current status for the service specified by the acquired AmdData object.

Syntax:

StringValue = AmdData.Status

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AmdDataObject.Status


C++ Sample:

void ConvertBSTRToSTR(BSTR bstrString, char* pszString)



{int iCnt;int iLength = SysStringLen(bstrString);




char szStatus[81];ConvertBSTRToSTR(pAmdDataPtr->Status,szStatus);short siServiceId = pAmdDataPtr->ServiceId;


}


This property returns the name of the current status ID for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.StatusId

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.StatusId)




C++ Sample:


short siStatusId = pAmdDataPtr->StatusId;


}


This property returns the time, in military, when the service was stopped for the service specified by the acquired AmdData object.

Syntax:

IntegerValue = AmdData.StopTimeMilitary

Property Type:


VB Sample:


MSF.Text = Str(AmdDataObject.StopTimeMilitary)


C++ Sample:


short siStopTimeMilitary = pAmdDataPtr->StopTimeMilitary;


}



GetAmdDataDescription:

This method returns a raw pointer to the data stored in the AmdData component.

Syntax:

AmdData->GetAmdData((long) &pAmdStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:


DAmdStatistics* pAmdStats;pAmdDataPtr->GetAmdData((long)&pAcdStats);


}

AmdSummaryByQueueData

The properties of the AmdSummaryByQueueData class are described in the following subsections.


This property returns the service ID for the service specified by the acquired AmdSummaryByQueueData object.


Long A casted pointer to a DAmdStatistics structure.



Syntax:

IntegerValue = AmdSummaryByQueueData.ServiceId

Property Type:


VB Sample:

Private Sub ServiceMonitor_AmdSummaryByQueueDataArrival(ByVal AmdSummaryByQueueData As Object, ByVal MonitorId As Long)Dim AmdSummaryByQueueDataObject As

CCPROOSMSCLIENTLib.AmdSummaryByQueueDataSet AmdSummaryByQueueDataObject = AmdSummaryByQueueData

MSF.Text = Str(AmdSummaryByQueueDataObject.ServiceId)

Set AmdSummaryByQueueDataObject = NothingEnd Sub

C++ Sample:

void AmdSummaryByQueueDataArrival(IDispatch* pAmdSummaryByQueueData, int iMonitorId){IAmdSummaryByQueueDataPtr pAmdSummaryByQueueDataPtr =

pAmdSummaryByQueueData;

short siServiceId = pAmdSummaryByQueueDataPtr->ServiceId;


ServiceDescription:

This property returns the name of the service for the service specified by the acquired AmdSummaryByQueueData object.

Syntax:

StringValue = AmdSummaryByQueueData.Service

Property Type:

VB: stringC++: BSTR



VB Sample:



MSF.Text = AmdSummaryByQueueDataObject.Service


C++ Sample:






char szService[81];ConvertBSTRToSTR(pAmdSummaryByQueueDataPtr->Service,szService);short siServiceId = pAmdSummaryByQueueDataPtr->ServiceId;


}

QueueIdDescription:

This property returns the ID associated with the queue specified by the acquired AmdSummaryByQueueData object.

Syntax:

IntegerValue = AmdSummaryByQueueData.QueueId



Property Type:


VB Sample:



MSF.Text = Str(AmdSummaryByQueueDataObject.QueueId)


C++ Sample:



short siQueueId = pAmdSummaryByQueueDataPtr->QueueId;

printf("MonitorId: %d \t QueueId: %d \n",iMonitorId,siServiceId);}

QueueDescription:

This property returns the name of the e-mail address for the service specified by the acquired AmdSummaryByQueueData object.

Syntax:

StringValue = AmdSummaryByQueueData.Queue

Property Type:

VB: stringC++: BSTR

VB Sample:

Private Sub ServiceMonitor_AmdSummaryByQueueDataArrival



(ByVal AmdSummaryByQueueData As Object, ByVal MonitorId As Long)Dim AmdSummaryByQueueDataObject As


MSF.Text = AmdSummaryByQueueDataObject.Queue


C++ Sample:






char szQueue[81];ConvertBSTRToSTR(pAmdSummaryByQueueDataPtr->Queue,szQueue);short siQueueId = pAmdSummaryByQueueDataPtr->QueueId;

printf("MonitorId: %d \t QueueId: %d \t Queue: %s\n",iMonitorId,siQueueId,szQueue);

}

NumberOfEmailsDescription:

This property returns the number of e-mail messages in queue for the service specified by the acquired AmdSummaryByQueueData object.

Syntax:

LongValue = AmdSummaryByQueueData.NumberOfEmails



Property Type:


VB Sample:



MSF.Text = Str(AmdSummaryByQueueDataObject.NumberOfEmails)


C++ Sample:



int iNumberOfEmails = pAmdSummaryByQueueDataPtr->NumberOfEmails;short siServiceId = pAmdSummaryByQueueDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t NumberOfEmails: %d\n",iMonitorId,siServiceId,iNumberOfEmails);

}

GetAmdSummaryByQueueDataDescription:

This method returns a raw pointer to the data stored in the AmdSummaryByQueueData component.

Syntax:

AmdSummaryByQueueData->GetAmdSummaryByQueueData((long)&pAmdStatisticalStructure)



Parameters:

VB Sample:

None

C++ Sample:



DAmdStatistics* pAmdStats;pAmdSummaryByQueueDataPtr->GetAmdSummaryByQueueData((long)

&pAcdStats);


}

AodData

The properties of the AodData class are described in the following subsections.

AbandonedByCustomerDescription:

This property returns the amount of times the call was terminated by the customer for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.AbandonedByCustomer

Property Type:



Long A casted pointer to a DAmdStatistics structure.



VB Sample:

Private Sub ServiceMonitor_AodDataArrival(ByVal AodData As Object, ByVal MonitorId As Long)Dim AodDataObject As CCPROOSMSCLIENTLib.AodDataSet AodDataObject = AodData

MSF.Text = Str(AodDataObject.AbandonedByCustomer)

Set AodDataObject = NothingEnd Sub

C++ Sample:

void AodDataArrival(IDispatch* pAodData, int iMonitorId){IAodDataPtr pAodDataPtr = pAodData;

int iAbandonedByCustomer = pAodDataPtr->AbandonedByCustomer;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AbandonedByCustomer: %d\n",iMonitorId,siServiceId,iAbandonedByCustomer);

}

AbandonedBySwitchDescription:

This property returns the amount of times the call was hung up by the switch for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.AbandonedBySwitch

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AbandonedBySwitch)




C++ Sample:


int iAbandonedBySwitch = pAodDataPtr->AbandonedBySwitch;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t AgentIndex: %d \t AbandonedBySwitch: %d\n",iMonitorId,siServiceId,iAbandonedBySwitch);

}

AbandonedPercentDescription:

This property returns the quotient of AbandonedBySwitch by the total number of calls for the service specified by the acquired AodData object.

Syntax:

FloatValue = AodData.AbandonedPercent

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(AodDataObject.AbandonedPrecent)


C++ Sample:




float fAbandonedPercent = pAodDataPtr->AbandonedPrecent;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AbandonedPrecent: %f\n",iMonitorId,siServiceId,fAbandonedPrecent);

}


This property returns the current number of agents in the state of Active for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.AgentsInActive

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AgentsInActive)


C++ Sample:


short siAgentsInActive = pAodDataPtr->AgentsInActive;short siServiceId = pAodDataPtr->ServiceId;


}




This property returns the current number of agents in the state of Hold for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.AgentsInHold

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AgentsInHold)


C++ Sample:


short siAgentsInHold = pAodDataPtr->AgentsInHold;short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Idle for the service specified by the acquired AodData object.



Syntax:

IntegerValue = AodData.AgentsInIdle

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AgentsInIdle)


C++ Sample:


short siAgentsInIdle = pAodDataPtr->AgentsInIdle;short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Internal for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.AgentsInInternal

Property Type:




VB Sample:


MSF.Text = Str(AodDataObject.AgentsInInternal)


C++ Sample:


short siAgentsInInternal = pAodDataPtr->AgentsInInternal;short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Manual for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.AgentsInManual

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AgentsInManual)




C++ Sample:


short siAgentsInManual = pAodDataPtr->AgentsInManual;short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Not Ready for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.AgentsInNotReady

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AgentsInNotReady)


C++ Sample:




short siAgentsInNotReady = pAodDataPtr->AgentsInNotReady;short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Other for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.AgentsInOther

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AgentsInOther)


C++ Sample:


short siAgentsInOther = pAodDataPtr->AgentsInOther;short siServiceId = pAodDataPtr->ServiceId;


}



AgentsInPreviewDescription:

This property returns the current number of agents in a state of Preview for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.AgentsInPreview

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AgentsInPreview)


C++ Sample:


short siAgentsInPreview = pAodDataPtr->AgentsInPreview;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInPreview: %d\n",iMonitorId,siServiceId,siAgentsInPreview);

}


This property returns the current number of agents in a state of Wrap for the service specified by the acquired AodData object.



Syntax:

IntegerValue = AodData.AgentsInWrap

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AgentsInWrap)


C++ Sample:


short siAgentsInWrap = pAodDataPtr->AgentsInWrap;short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Logged In for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.AgentsLoggedIn

Property Type:




VB Sample:


MSF.Text = Str(AodDataObject.AgentsLoggedIn)


C++ Sample:


short siAgentsLoggedIn = pAodDataPtr->AgentsLoggedIn;short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the current application to which the service specified by the acquired AodData object belongs.

Syntax:

StringValue = AodData.Application

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AodDataObject.Application




C++ Sample:





char szApplication[81];ConvertBSTRToSTR(pAodDataPtr->Application,szApplication);short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the current application ID of the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.ApplicationId

Property Type:


VB Sample:




MSF.Text = Str(AodDataObject.ApplicationId)


C++ Sample:


short siApplicationId = pAodDataPtr->ApplicationId;short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Active for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.AvgAgentActiveTime

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AvgAgentActiveTime)


C++ Sample:

void AodDataArrival(IDispatch* pAodData, int iMonitorId){



IAodDataPtr pAodDataPtr = pAodData;

int iAvgAgentActiveTime = pAodDataPtr->AvgAgentActiveTime;short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Idle for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.AvgAgentIdleTime

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AvgAgentIdleTime)


C++ Sample:


int iAvgAgentIdleTime = pAodDataPtr->AvgAgentIdleTime;short siServiceId = pAodDataPtr->ServiceId;


}




This property returns the average amount of time all agents have been in the state of Wrap for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.AvgAgentWrapTime

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.AvgAgentWrapTime)


C++ Sample:


int iAvgAgentWrapTime = pAodDataPtr->AvgAgentWrapTime;short siServiceId = pAodDataPtr->ServiceId;


}

BusyHourCallRateDescription:

This property returns the amount of seconds taken to dial the last 100 calls for the service specified by the acquired AodData object.



Syntax:

LongValue = AodData.BusyHourCallRate

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.BusyHourCallRate)


C++ Sample:


int iBusyHourCallRate = pAodDataPtr->BusyHourCallRate;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t BusyHourCallRate: %d\n",iMonitorId,siServiceId,iBusyHourCallRate);

}


This property returns the amount of calls that have been answered for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.CallsAnswered

Property Type:




VB Sample:


MSF.Text = Str(AodDataObject.CallsAnswered)


C++ Sample:


int iCallsAnswered = pAodDataPtr->CallsAnswered;short siServiceId = pAodDataPtr->ServiceId;


}

CallsDialedDescription:

This property returns the amount of calls dialed for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.CallsDialed

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.CallsDialed)




C++ Sample:


int iCallsDialed = pAodDataPtr->CallsDialed;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsDialed: %d\n",iMonitorId,siServiceId,iCallsDialed);

}

CallsInProgressDescription:

This property returns the amount of calls currently in progress for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.CallsInProgress

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.CallsInProgress)


C++ Sample:




int iCallsInProgress = pAodDataPtr->CallsInProgress;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsInProgress: %d\n",iMonitorId,siServiceId,iCallsInProgress);

}


This property returns the amount of calls currently in queue for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.CallsInQueue

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.CallsInQueue)


C++ Sample:


int iCallsInQueue = pAodDataPtr->CallsInQueue;short siServiceId = pAodDataPtr->ServiceId;


}




This property returns the amount of calls transferred to an agent for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.CallsTransferredToAgent

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.CallsTransferredToAgent)


C++ Sample:


int iCallsTransferredToAgent = pAodDataPtr->CallsTransferredToAgent;short siServiceId = pAodDataPtr->ServiceId;


}

CallsTransferredToExternalDescription:

This property returns the amount of calls transferred to an external source for the service specified by the acquired AodData object.



Syntax:

LongValue = AodData.CallsTransferredToExternal

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.CallsTransferredToExternal)


C++ Sample:


int iCallsTransferredToExternal = pAodDataPtr->CallsTransferredToExternal;

short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsTransferredToExternal: %d\n",iMonitorId,siServiceId,iCallsTransferredToExternal);

}


This property returns the amount of calls transferred to a service for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.CallsTransferredToService

Property Type:




VB Sample:


MSF.Text = Str(AodDataObject.CallsTransferredToService)


C++ Sample:


int iCallsTransferredToService = pAodDataPtr->CallsTransferredToService;



}

CurrentQuotaDescription:

This property returns the no of records dialed from the quota specified.

Syntax:

IntegerValue = TableData.CurrentQuota

Parameters:

None

VB Sample:

None

C++ Sample:

None



GetAodDataDescription:

This method returns a raw pointer to the data stored in the AodData component.

Syntax:

AodData->GetAodData((long) &pAodStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:


DAodStatistics* pAodStats;pAodDataPtr->GetAodData((long)&pAodStats);

printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId, pAodStats->siServiceId);

}

HangupDescription:

This property returns the amount of hangups for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.Hangup

Property Type:



Long A casted pointer to a DAodStatistics structure.



VB Sample:


MSF.Text = Str(AodDataObject.Hangup)


C++ Sample:


int iHangup = pAodDataPtr->Hangup;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Hangup: %d\n",iMonitorId,siServiceId,iHangup);

}

HitRateDescription:

This property returns the amount of numbers dialed where the phone was picked up for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.HitRate

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.HitRate)




C++ Sample:


short siHitRate = pAodDataPtr->HitRate;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t HitRate: %d\n",iMonitorId,siServiceId,siHitRate);

}


This property returns the high-water mark for the number of calls in queue for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.MaxCallsInQueue

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.MaxCallsInQueue)


C++ Sample:




int iMaxCallsInQueue = pAodDataPtr->MaxCallsInQueue;short siServiceId = pAodDataPtr->ServiceId;


}

MaxQuotaDescription:

This property returns the quota set for the aod service. It indicates max no of records to be dialed for the service.

Syntax:

IntegerValue = TableData.MaxQuota

Parameters:

None

VB Sample:

None

C++ Sample:

None

NumberOfSalesDescription:

This property returns the amount of calls that ended in the disposition of ‘Sales’ for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.NumberOfSales

Property Type:


VB Sample:

Private Sub ServiceMonitor_AodDataArrival(ByVal AodData As Object,



ByVal MonitorId As Long)Dim AodDataObject As CCPROOSMSCLIENTLib.AodDataSet AodDataObject = AodData

MSF.Text = Str(AodDataObject.NumberOfSales)


C++ Sample:


int iNumberOfSales = pAodDataPtr->NumberOfSales;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t NumberOfSales: %d\n",iMonitorId,siServiceId,iNumberOfSales);

}


This property returns agents’ productive time for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.Occupancy

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.Occupancy)




C++ Sample:


short siOccupancy = pAodDataPtr->Occupancy;short siServiceId = pAodDataPtr->ServiceId;


}

PeakHourCallRateDescription:

This property returns the high-water mark of the amount of seconds taken to dial 100 calls for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.PeakHourCallRate

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.PeakHourCallRate)


C++ Sample:


int iPeakHourCallRate = pAodDataPtr->PeakHourCallRate;short siServiceId = pAodDataPtr->ServiceId;



printf("MonitorId: %d \t ServiceId: %d \t PeakHourCallRate: %d\n",iMonitorId,siServiceId,iPeakHourCallRate);

}

PlayMessageDescription:

This property returns the amount of times a message was played after a phone call was picked up for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.PlayMessage

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.PlayMessage)


C++ Sample:


int iPlayMessage = pAodDataPtr->PlayMessage;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t PlayMessage: %d\n",iMonitorId,siServiceId,iPlayMessage);

}



PlayScriptDescription:

This property returns the amount of times a script was run after a phone call was picked up for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.PlayScript

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.PlayScript)


C++ Sample:


int iPlayMessage = pAodDataPtr->PlayScript;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t PlayScript: %d\n",iMonitorId,siServiceId,iPlayScript);

}

ScheduledCallbacksDescription:

This property returns the amount of calls scheduled for callbacks for the service specified by the acquired AodData object.



Syntax:

LongValue = AodData.ScheduledCallbacks

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.ScheduledCallbacks)


C++ Sample:


int iScheduledCallbacks = pAodDataPtr->ScheduledCallbacks;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t ScheduledCallbacks: %d\n",iMonitorId,siServiceId,iScheduleCallbacks);

}

SendDigitsDescription:

This property returns the amount of times a beeper message was sent after a phone call was picked up for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.SendDigits

Property Type:




VB Sample:


MSF.Text = Str(AodDataObject.SendDigits)


C++ Sample:


int iSendDigits = pAodDataPtr->SendDigits;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t SendDigits: %d\n",iMonitorId,siServiceId,iSendDigits);

}

SendFaxDescription:

This property returns the amount of times a fax message was sent after a phone call was picked up for the service specified by the acquired AodData object.

Syntax:

LongValue = AodData.SendFax

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.SendFax)




C++ Sample:


int iSendFax = pAodDataPtr->SendFax;short siServiceId = pAodDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t SendFax: %d\n",iMonitorId,siServiceId,iSendFax);

}

ServiceDescription:

This property returns the name of the service for the service specified by the acquired AodData object.

Syntax:

StringValue = AodData.Service

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AodDataObject.Service


C++ Sample:







char szService[81];ConvertBSTRToSTR(pAodDataPtr->Service,szService);short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the service ID for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.ServiceId

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.ServiceId)


C++ Sample:







This property returns the name of the service type for the service specified by the acquired AodData object.

Syntax:

StringValue = AodData.ServiceType

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AodDataObject.ServiceType


C++ Sample:







char szServiceType[81];ConvertBSTRToSTR(pAodDataPtr->ServiceType,szServiceType);short siServiceId = pAodDataPtr->ServiceId;


}


This property returns the service type ID for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.ServiceTypeId

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.ServiceTypeId)


C++ Sample:


short siServiceTypeId = pAodDataPtr->ServiceTypeId;short siServiceId = pAodDataPtr->ServiceId;


}




This property returns the time, in military, when the service was started for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.StartTimeMilitary

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.StartTimeMilitary)


C++ Sample:


short siStartTimeMilitary = pAodDataPtr->StartTimeMilitary;short siServiceId = pAodDataPtr->ServiceId;


}

StatusDescription:

This property returns the name of the current status for the service specified by the acquired AodData object.



Syntax:

StringValue = AodData.Status

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = AodDataObject.Status


C++ Sample:





char szStatus[81];ConvertBSTRToSTR(pAodDataPtr->Status,szStatus);short siServiceId = pAodDataPtr->ServiceId;


}




This property returns the name of the current status ID for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.StatusId

Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.StatusId)


C++ Sample:


short siStatusId = pAodDataPtr->StatusId;


}


This property returns the time, in military, when the service was stopped for the service specified by the acquired AodData object.

Syntax:

IntegerValue = AodData.StopTimeMilitary



Property Type:


VB Sample:


MSF.Text = Str(AodDataObject.StopTimeMilitary)


C++ Sample:


short siStopTimeMilitary = pAodDataPtr->StopTimeMilitary;short siServiceId = pAodDataPtr->ServiceId;


}

ChatData

The properties of the ChatData class are described in the following subsections.


This property returns the current number of agents in the state of Active for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.AgentsInActive



Property Type:


VB Sample:

Private Sub ServiceMonitor_ChatDataArrival(ByVal ChatData As Object, ByVal MonitorId As Long)

Dim ChatDataObject As CCPROOSMSCLIENTLib.ChatDataSet ChatDataObject = ChatData

MSF.Text = Str(ChatDataObject.AgentsInActive)

Set ChatDataObject = Nothing

End Sub

C++ Sample:

void ChatDataArrival(IDispatch* pChatData, int iMonitorId){IChatDataPtr pChatDataPtr = pChatData;

short siAgentsInActive = pChatDataPtr->AgentsInActive;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Hold for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.AgentsInHold

Property Type:


VB Sample:

Private Sub ServiceMonitor_ChatDataArrival



(ByVal ChatData As Object, ByVal MonitorId As Long)

Dim ChatDataObject As CCPROOSMSCLIENTLib.ChatDataSet ChatDataObject = ChatData

MSF.Text = Str(ChatDataObject.AgentsInHold)

Set ChatDataObject = Nothing

End Sub

C++ Sample:


short siAgentsInHold = pChatDataPtr->AgentsInHold;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Idle for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.AgentsInIdle

Property Type:


VB Sample:

Private Sub ServiceMonitor_ChatDataArrival(ByVal ChatData As Object, ByVal MonitorId As Long)Dim ChatDataObject As CCPROOSMSCLIENTLib.ChatDataSet ChatDataObject = ChatData

MSF.Text = Str(ChatDataObject.AgentsInIdle)

Set ChatDataObject = NothingEnd Sub



C++ Sample:


short siAgentsInIdle = pChatDataPtr->AgentsInIdle;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the current number of agents in the state of Internal for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.AgentsInInternal

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.AgentsInInternal)


C++ Sample:


short siAgentsInInternal = pChatDataPtr->AgentsInInternal;short siServiceId = pChatDataPtr->ServiceId;




}


This property returns the current number of agents in the state of Manual for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.AgentsInManual

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.AgentsInManual)


C++ Sample:


short siAgentsInManual = pChatDataPtr->AgentsInManual;short siServiceId = pChatDataPtr->ServiceId;


}




This property returns the current number of agents in a state of Not Ready for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.AgentsInNotReady

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.AgentsInNotReady)


C++ Sample:


short siAgentsInNotReady = pChatDataPtr->AgentsInNotReady;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Other for the service specified by the acquired ChatData object.



Syntax:

IntegerValue = ChatData.AgentsInOther

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.AgentsInOther)


C++ Sample:


short siAgentsInOther = pChatDataPtr->AgentsInOther;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Wrap for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.AgentsInWrap

Property Type:




VB Sample:


MSF.Text = Str(ChatDataObject.AgentsInWrap)


C++ Sample:


short siAgentsInWrap = pChatDataPtr->AgentsInWrap;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the current number of agents in a state of Logged In for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.AgentsInLoggedIn

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.AgentsInLoggedIn)




C++ Sample:


short siAgentsInLoggedIn = pChatDataPtr->AgentsInLoggedIn;short siServiceId = pChatDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AgentsInLoggedIn: %d\n",iMonitorId,siServiceId,siAgentsInLoggedIn);

}


This property returns the current application to which the service specified by the acquired ChatData object belongs.

Syntax:

StringValue = ChatData.Application

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = ChatDataObject.Application


C++ Sample:







char szApplication[81];ConvertBSTRToSTR(pChatDataPtr->Application,szApplication);short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the current application ID of the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.ApplicationId

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.ApplicationId)


C++ Sample:

void ChatDataArrival(IDispatch* pChatData, int iMonitorId){



IChatDataPtr pChatDataPtr = pChatData;

short siApplicationId = pChatDataPtr->ApplicationId;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Active for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.AvgAgentActiveTime

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.AvgAgentActiveTime)


C++ Sample:


int iAvgAgentActiveTime = pChatDataPtr->AvgAgentActiveTime;short siServiceId = pChatDataPtr->ServiceId;


}




This property returns the average amount of time all agents have been in the state of Idle for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.AvgAgentIdleTime

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.AvgAgentIdleTime)


C++ Sample:


int iAvgAgentIdleTime = pChatDataPtr->AvgAgentIdleTime;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the average amount of time all agents have been in the state of Wrap for the service specified by the acquired ChatData object.



Syntax:

LongValue = ChatData.AvgAgentWrapTime

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.AvgAgentWrapTime)


C++ Sample:


int iAvgAgentWrapTime = pChatDataPtr->AvgAgentWrapTime;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the average amount of time it takes for a customer to connect to an agent for the service specified by the acquired ChatData object.

Syntax:

FloatValue = ChatData.AvgSpeedOfAnswer

Property Type:

VB: floatC++: float



VB Sample:


MSF.Text = Str(ChatDataObject.AvgSpeedOfAnswer)


C++ Sample:


float fAvgSpeedOfAnswer = pChatDataPtr->AvgSpeedOfAnswer;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the average amount of time a call stays in the queue before being processed for the service specified by the acquired ChatData object.

Syntax:

FloatValue = ChatData.AvgTimeInQueue

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(ChatDataObject.AvgTimeInQueue)




C++ Sample:


float fAvgTimeInQueue = pChatDataPtr->AvgTimeInQueue;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the average amount of time it takes for a customer to hang up on the chat request while waiting in queue for the service specified by the acquired ChatData object.

Syntax:

FloatValue = ChatData.AvgTimeToAbandon

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(ChatDataObject.AvgTimeToAbandon)


C++ Sample:




float fAvgTimeToAbandon = pChatDataPtr->AvgTimeToAbandon;short siServiceId = pChatDataPtr->ServiceId;


}

CallsAbandonedBeforeQueueDescription:

This property returns the amount of calls that have been terminated before being placed in the queue for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsAbandonedBeforeQueue

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CallsAbandonedBeforeQueue)


C++ Sample:


int iCallsAbandonedBeforeQueue = pChatDataPtr->CallsAbandonedBeforeQueue;

short siServiceId = pChatDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsAbandonedBeforeQueue: %d\n",iMonitorId,siServiceId,iCallsAbandonedBeforeQueue);

}



CallsAbandonedInQueueDescription:

This property returns the amount of calls that have been terminated after being placed in the queue for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsAbandonedInQueue

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CallsAbandonedInQueue)


C++ Sample:


int iCallsAbandonedInQueue = pChatDataPtr->CallsAbandonedInQueue;short siServiceId = pChatDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsAbandonedInQueue: %d\n",iMonitorId,siServiceId,iCallsAbandonedInQueue);

}


This property returns the amount of calls that have been answered for the service specified by the acquired ChatData object.



Syntax:

LongValue = ChatData.CallsAnswered

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CallsAnswered)


C++ Sample:


int iCallsAnswered = pChatDataPtr->CallsAnswered;short siServiceId = pChatDataPtr->ServiceId;


}

CallsInEmailDescription:

This property returns the amount of calls currently in Email for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsInEmail

Property Type:




VB Sample:


MSF.Text = Str(ChatDataObject.CallsInEmail)


C++ Sample:


int iCallsInEmail = pChatDataPtr->CallsInEmail;short siServiceId = pChatDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsInEmail: %d\n",iMonitorId,siServiceId,iCallsInEmail);

}


This property returns the amount of calls currently in queue for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsInQueue

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CallsInQueue)




C++ Sample:


int iCallsInQueue = pChatDataPtr->CallsInQueue;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the amount of calls that have been offered the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsOffered

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CallsOffered)


C++ Sample:




int iCallsOffered = pChatDataPtr->CallsOffered;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the amount of calls that have been overflowed for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsOverflowed

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CallsOverflowed)


C++ Sample:


int iCallsOverflowed = pChatDataPtr->CallsOverflowed;short siServiceId = pChatDataPtr->ServiceId;


}




This property returns the amount of calls that have been rejected for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsRejected

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CallsRejected)


C++ Sample:


int iCallsRejected = pChatDataPtr->CallsRejected;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the amount of calls that have been rerouted for the service specified by the acquired ChatData object.



Syntax:

LongValue = ChatData.CallsRerouted

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CallsRerouted)


C++ Sample:


int iCallsRerouted = pChatDataPtr->CallsRerouted;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the amount of calls serviced within the target queue time for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsServicedWithinServiceLevel

Property Type:




VB Sample:


MSF.Text = Str(ChatDataObject.CallsServicedWithinServiceLevel)


C++ Sample:


int iCallsServicedWithinServiceLevel = pChatDataPtr->CallsServicedWithinServiceLevel;



}


This property returns the amount of calls transferred to an agent for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsTransferredToAgent

Property Type:


VB Sample:




MSF.Text = Str(ChatDataObject.CallsTransferredToAgent)


C++ Sample:


int iCallsTransferredToAgent = pChatDataPtr->CallsTransferredToAgent;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the amount of calls transferred to another service for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CallsTransferredToService

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CallsTransferredToService)


C++ Sample:

void ChatDataArrival(IDispatch* pChatData, int iMonitorId){



IChatDataPtr pChatDataPtr = pChatData;

int iCallsTransferredToService = pChatDataPtr->CallsTransferredToService;



}


This property returns the current high-water mark for queue wait time for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.CurrentLongestQueueWaitSeconds

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.CurrentLongestQueueWaitSeconds)


C++ Sample:


int iCurrentLongestQueueWaitSeconds = pChatDataPtr->CurrentLongestQueueWaitSeconds;



}




This property returns the high-water mark for the number of calls in queue for the service specified by the acquired ChatData object.

Syntax:

LongValue = ChatData.MaxCallsInQueue

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.MaxCallsInQueue)


C++ Sample:


int iMaxCallsInQueue = pChatDataPtr->MaxCallsInQueue;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the high-water mark for the wait time in queue for the service specified by the acquired ChatData object.



Syntax:

LongValue = ChatData.MaxWaitInQueue

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.MaxWaitInQueue)


C++ Sample:


int iMaxWaitInQueue = pChatDataPtr->MaxWaitInQueue;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns agents’ productive time for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.Occupancy

Property Type:




VB Sample:


MSF.Text = Str(ChatDataObject.Occupancy)


C++ Sample:


short siOccupancy = pChatDataPtr->Occupancy;short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the quotient of CallsServicedWithinServiceLevel by CallsOffered for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.PercentServiceWithinServiceLevel

Property Type:

VB: floatC++: float

VB Sample:


MSF.Text = Str(ChatDataObject.PercentServiceWithServiceLevel)




C++ Sample:


float fPercentServiceWithinServiceLevel = pChatDataPtr->PercentServiceWithinServiceLevel;



}

ServiceDescription:

This property returns the name of the service for the service specified by the acquired ChatData object.

Syntax:

StringValue = ChatData.Service

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = ChatDataObject.Service


C++ Sample:








char szService[81];ConvertBSTRToSTR(pChatDataPtr->Service,szService);short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the service ID for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.ServiceId

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.ServiceId)




C++ Sample:





This property returns the name of the service type for the service specified by the acquired ChatData object.

Syntax:

StringValue = ChatData.ServiceType

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = ChatDataObject.ServiceType


C++ Sample:







char szServiceType[81];ConvertBSTRToSTR(pChatDataPtr->ServiceType,szServiceType);short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the service type ID for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.ServiceTypeId

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.ServiceTypeId)


C++ Sample:


short siServiceTypeId = pChatDataPtr->ServiceTypeId;


}




This property returns the time, in military, when the service was started for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.StartTimeMilitary

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.StartTimeMilitary)


C++ Sample:


short siStartTimeMilitary = pChatDataPtr->StartTimeMilitary;


}

StatusDescription:

This property returns the name of the current status for the service specified by the acquired ChatData object.

Syntax:

StringValue = ChatData.Status



Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = ChatDataObject.Status


C++ Sample:





char szStatus[81];ConvertBSTRToSTR(pChatDataPtr->Status,szStatus);short siServiceId = pChatDataPtr->ServiceId;


}


This property returns the name of the current status ID for the service specified by the acquired ChatData object.



Syntax:

IntegerValue = ChatData.StatusId

Property Type:


VB Sample:


MSF.Text = Str(ChatDataObject.StatusId)


C++ Sample:


short siStatusId = pChatDataPtr->StatusId;


}


This property returns the time, in military, when the service was stopped for the service specified by the acquired ChatData object.

Syntax:

IntegerValue = ChatData.StopTimeMilitary

Property Type:




VB Sample:


MSF.Text = Str(ChatDataObject.StopTimeMilitary)


C++ Sample:


short siStopTimeMilitary = pChatDataPtr->StopTimeMilitary;


}

GetChatDataDescription:

This method returns a raw pointer to the data stored in the ChatData component.

Syntax:

ChatData->GetChatData((long) &pChatStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:



Long A casted pointer to a DChatStatistics structure.



DChatStatistics* pChatStats;pChatDataPtr->GetChatData((long)&pChatStats);

printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId, pChatStats->siServiceId);

}

CtiData

The CtiData class has the same properties as the AcdData class. Refer to the following AcdData property sections for details:

• “AgentsInActive“ on page 5–1

• “AgentsInHold“ on page 5–2

• “AgentsInIdle“ on page 5–3

• “AgentsInInternal“ on page 5–4

• “AgentsInManual“ on page 5–5

• “AgentsInNotReady“ on page 5–6

• “AgentsInOther“ on page 5–7

• “AgentsInPreview“ on page 5–7

• “AgentsInWrap“ on page 5–8

• “AgentsLoggedIn“ on page 5–9

• “Application“ on page 5–10

• “ApplicationId“ on page 5–11

• “AvgAgentActiveTime“ on page 5–12

• “AvgAgentIdleTime“ on page 5–13

• “AvgAgentWrapTime“ on page 5–13

• “AvgSpeedOfAnswer“ on page 5–14

• “AvgTimeInQueue“ on page 5–15

• “AvgTimeToAbandon“ on page 5–16

• “CallsAbandonedBeforeQueue“ on page 5–17

• “CallsAbandonedInQueue“ on page 5–18

• “CallsAnswered“ on page 5–18

• “CallsInProgress“ on page 5–19



• “CallsInQueue“ on page 5–20

• “CallsInVoiceMail“ on page 5–21

• “CallsOffered“ on page 5–22

• “CallsOverflowed“ on page 5–23

• “CallsRejected“ on page 5–23

• “CallsRerouted“ on page 5–24

• “CallsServicedWithinServiceLevel“ on page 5–25

• “CallsTransferredToAgent“ on page 5–26

• “CallsTransferredToExternal“ on page 5–27

• “CallsTransferredToService“ on page 5–28

• “CurrentLongestQueueWaitSeconds“ on page 5–28

• “MaxCallsInQueue“ on page 5–29

• “MaxWaitInQueue“ on page 5–30

• “Occupancy“ on page 5–31

• “PercentServiceWithinServiceLevel“ on page 5–32

• “Service“ on page 5–33

• “ServiceId“ on page 5–34

• “ServiceType“ on page 5–35

• “ServiceTypeId“ on page 5–36

• “StartTimeMilitary“ on page 5–36

• “Status“ on page 5–37

• “StatusId“ on page 5–38

• “StopTimeMilitary“ on page 5–39

DistListMailQueueData

The properties of the DistListMailQueueData class are described in the following subsections.




This property returns the current application to which the service specified by the acquired DistListMailQueueData object belongs.

Syntax:

StringValue = DistListMailQueueData.Application

Property Type:

VB: stringC++: BSTR

VB Sample:

Private Sub ServiceMonitor_DistListMailQueueDataArrival(ByValDistListMailQueueData As Object, ByVal MonitorId As Long)Dim DistListMailQueueDataObject As

CCPROOSMSCLIENTLib.DistListMailQueueDataSet DistListMailQueueDataObject = DistListMailQueueData

MSF.Text = DistListMailQueueDataObject.Application

Set DistListMailQueueDataObject = NothingEnd Sub

C++ Sample:




void DistListMailQueueDataArrival(IDispatch* pDistListMailQueueData, int iMonitorId){IDistListMailQueueDataPtr pDistListMailQueueDataPtr =

pDistListMailQueueData;

char szApplication[81];ConvertBSTRToSTR(pDistListMailQueueDataPtr->Application,



szApplication);short siServiceId = pDistListMailQueueDataPtr->ServiceId;


}


This property returns the current application ID of the service specified by the acquired DistListMailQueueData object.

Syntax:

IntegerValue = DistListMailQueueData.ApplicationId

Property Type:


VB Sample:

Private Sub ServiceMonitor_DistListMailQueueDataArrival(ByVal DistListMailQueueData As Object, ByVal MonitorId As Long)Dim DistListMailQueueDataObject As


MSF.Text = Str(DistListMailQueueDataObject.ApplicationId)


C++ Sample:



short siApplicationId = pDistListMailQueueDataPtr->ApplicationId;short siServiceId = pDistListMailQueueDataPtr->ServiceId;


}



DistributionListDescription:

This property returns the name of the current distribution list for the service specified by the acquired DistListMailQueueData object.

Syntax:

StringValue = DistListMailQueueData.DistributionList

Property Type:

VB: stringC++: BSTR

VB Sample:



MSF.Text = DistListMailQueueDataObject.DistributionList


C++ Sample:






char szDistributionList[81];ConvertBSTRToSTR(pDistListMailQueueDataPtr->DistributionList,



szDistributionList);short siServiceId = pDistListMailQueueDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t DistributionList: %s\n",iMonitorId,siServiceId,szDistributionList);

}

DistributionListIdDescription:

This property returns the current distribution list ID for the service specified by the acquired DistListMailQueueData object.

Syntax:

IntegerValue = DistListMailQueueData.DistributionListId

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.DistributionListId)


C++ Sample:



short siDistributionListId =pDistListMailQueueDataPtr->DistributionListId;

short siServiceId = pDistListMailQueueDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t DistributionListId: %d\n",



iMonitorId,siServiceId,siDistributionListId);}

EMailedDescription:

This property returns the amount of Emails that have been sent by the service specified by the acquired DistListMailQueueData object.

Syntax:

LongValue = DistListMailQueueData.EMailed

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.EMailed)


C++ Sample:



int iEMailed = pDistListMailQueueDataPtr->EMailed;short siServiceId = pDistListMailQueueDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t EMailed: %d\n",iMonitorId,siServiceId,iEMailed);

}



EndTimeMilitaryDescription:

This property returns the time, in military, when the service was stopped for the service specified by the acquired DistListMailQueueData object.

Syntax:

IntegerValue = DistListMailQueueData.EndTimeMilitary

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.EndTimeMilitary)


C++ Sample:



short siEndTimeMilitary = pDistListMailQueueDataPtr->EndTimeMilitary;

printf("MonitorId: %d \t ServiceId: %d \t EndTimeMilitary %d\n",iMonitorId,siServiceId,siEndTimeMilitary);

}



LeftToBeMailedDescription:

This property returns the amount of Emails that have not yet been sent by the service specified by the acquired DistListMailQueueData object.

Syntax:

LongValue = DistListMailQueueData.LeftToBeMailed

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.LeftToBeMailed)


C++ Sample:



int iLeftToBeMailed = pDistListMailQueueDataPtr->LeftToBeMailed;short siServiceId = pDistListMailQueueDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t LeftToBeMailed: %d\n",iMonitorId,siServiceId,iLeftToBeMailed);

}



MailQueueDescription:

This property returns the current mail queue for the service specified by the acquired DistListMailQueueData object.

Syntax:

StringValue = DistListMailQueueData.MailQueue

Property Type:

VB: stringC++: BSTR

VB Sample:



MSF.Text = DistListMailQueueDataObject.MailQueue


C++ Sample:






char szMailQueue[81];ConvertBSTRToSTR(pDistListMailQueueDataPtr->MailQueue,

szMailQueue);




printf("MonitorId: %d \t ServiceId: %d \t MailQueue: %s\n",iMonitorId,siServiceId,szMailQueue);

}

MailQueueIdDescription:

This property returns the current mail queue ID used by the service specified by the acquired DistListMailQueueData object.

Syntax:

IntegerValue = DistListMailQueueData.MailQueueId

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.MailQueueId)


C++ Sample:



short siMailQueueId = pDistListMailQueueDataPtr->MailQueueId;short siServiceId = pDistListMailQueueDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t MailQueueId: %d\n",iMonitorId,siServiceId,siMailQueueId);

}



SelectedDescription:

This property returns the amount of Emails that have been selected for sending by the service specified by the acquired DistListMailQueueData object.

Syntax:

LongValue = DistListMailQueueData.Selected

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.Selected)


C++ Sample:



int iSelected = pDistListMailQueueDataPtr->Selected;short siServiceId = pDistListMailQueueDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Selected: %d\n",iMonitorId,siServiceId,iSelected);

}



SendFailedCountDescription:

This property returns the amount of Emails that the service specified by the acquired DistListMailQueueData object could not send.

Syntax:

LongValue = DistListMailQueueData.SendFailedCount

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.SendFailedCount)


C++ Sample:



int iSendFailedCount = pDistListMailQueueDataPtr->SendFailedCount;short siServiceId = pDistListMailQueueDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t SendFailedCount: %d\n",iMonitorId,siServiceId,iSendFailedCount);

}



ServiceDescription:

This property returns the name of the service for the service specified by the acquired DistListMailQueueData object.

Syntax:

StringValue = DistListMailQueueData.Service

Property Type:

VB: stringC++: BSTR

VB Sample:



MSF.Text = DistListMailQueueDataObject.Service


C++ Sample:






char szService[81];ConvertBSTRToSTR(pDistListMailQueueDataPtr->Service, szService);





}


This property returns the service ID for the service specified by the acquired DistListMailQueueData object.

Syntax:

IntegerValue = DistListMailQueueData.ServiceId

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.ServiceId)


C++ Sample:



short siServiceId =pDistListMailQueueDataPtr->ServiceId;


printf("MonitorId: %d \t ServiceId: %d \t ServiceId: %d\n",iMonitorId,siServiceId,siServiceId);

}




This property returns the name of the service type for the service specified by the acquired DistListMailQueueData object.

Syntax:

StringValue = DistListMailQueueData.ServiceType

Property Type:

VB: stringC++: BSTR

VB Sample:



MSF.Text = DistListMailQueueDataObject.ServiceType


C++ Sample:






char szServiceType[81];ConvertBSTRToSTR(pDistListMailQueueDataPtr->ServiceType,



szServiceType);short siServiceId = pDistListMailQueueDataPtr->ServiceId;


}


This property returns the service type ID for the service specified by the acquired DistListMailQueueData object.

Syntax:

IntegerValue = DistListMailQueueData.ServiceTypeId

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.ServiceTypeId)


C++ Sample:



short siServiceTypeId = pDistListMailQueueDataPtr->ServiceTypeId;


}




This property returns the time, in military, when the service was started for the service specified by the acquired DistListMailQueueData object.

Syntax:

IntegerValue = DistListMailQueueData.StartTimeMilitary

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.StartTimeMilitary)


C++ Sample:



short siStartTimeMilitary =pDistListMailQueueDataPtr->StartTimeMilitary;


}



StatusDescription:

This property returns the name of the current status for the service specified by the acquired DistListMailQueueData object.

Syntax:

StringValue = DistListMailQueueData.Status

Property Type:

VB: stringC++: BSTR

VB Sample:



MSF.Text = DistListMailQueueDataObject.Status


C++ Sample:






char szStatus[81];ConvertBSTRToSTR(pDistListMailQueueDataPtr->Status,szStatus);





}


This property returns the name of the current status ID for the service specified by the acquired DistListMailQueueData object.

Syntax:

IntegerValue = DistListMailQueueData.StatusId

Property Type:


VB Sample:



MSF.Text = Str(DistListMailQueueDataObject.StatusId)


C++ Sample:



short siStatusId = pDistListMailQueueDataPtr->StatusId;


}



GetDistListMailQueueDataDescription:

This method returns a raw pointer to the data stored in the DistListMailQueueData component.

Syntax:

DistListMailQueueData->GetDistListMailQueueData((long) &pDistList-MailQueueStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:

void DistListMailQueueDataArrival(IDispatch* pDistListMailQueueData, int iMonitorId){IDistListMailQueueDataPtr pDistListMailQueueDataPtr = pDistListMailQueueData;

DDistListMailQueueStatistics* pDistListMailQueueStats;pDistListMailQueueDataPtr->GetDistListMailQueueData((long)&pAcdStats);


}

FeedApplicationData

The properties of the FeedApplicationData class are described in the following subsections.


Long A casted pointer to a DDistListMailQueueStatistics structure.



AbandonedBySwitchDescription:

This property returns the amount of calls abandoned by the switch for the Feed Application specified by the acquired FeedApplicationData object.

Syntax:

LongValue = FeedApplicationData.AbandonedBySwitch

Property Type:


VB Sample:

Private Sub ServiceMonitor_FeedApplicationDataArrival(ByVal FeedApplicationData As Object, ByVal MonitorId As Long)Dim FeedApplicationDataObject As

CCPROOSMSCLIENTLib.FeedApplicationDataSet FeedApplicationDataObject = FeedApplicationData

MSF.Text = Str(FeedApplicationDataObject.AbandonedBySwitch)

Set FeedApplicationDataObject = NothingEnd Sub

C++ Sample:

void FeedApplicationDataArrival(IDispatch* pFeedApplicationData, int iMonitorId){IFeedApplicationDataPtr pFeedApplicationDataPtr =

pFeedApplicationData;

int iAbandonedBySwitch = pFeedApplicationDataPtr->AbandonedBySwitch;short siServiceId = pFeedApplicationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AbandonedBySwitch: %d\n",iMonitorId,siServiceId,iAbandonedBySwitch);

}




This property returns the current application to which the service specified by the acquired FeedApplicationData object belongs.

Syntax:

StringValue = FeedApplicationData.Application

Property Type:

VB: stringC++: BSTR

VB Sample:

Private Sub ServiceMonitor_FeedApplicationDataArrival (ByVal FeedApplicationData As Object, ByVal MonitorId As Long)Dim FeedApplicationDataObject As CCPROOSMSCLIENTLib.FeedApplicationDataSet FeedApplicationDataObject = FeedApplicationData

MSF.Text = FeedApplicationDataObject.Application


C++ Sample:






char szApplication[81];ConvertBSTRToSTR(pFeedApplicationDataPtr->Application,szApplication);short siServiceId = pFeedApplicationDataPtr->ServiceId;




}


This property returns the current application ID of the service specified by the acquired FeedApplicationData object.

Syntax:

IntegerValue = FeedApplicationData.ApplicationId

Property Type:


VB Sample:

Private Sub ServiceMonitor_FeedApplicationDataArrival (ByVal FeedApplicationData As Object, ByVal MonitorId As Long)Dim FeedApplicationDataObject As


MSF.Text = Str(FeedApplicationDataObject.ApplicationId)


C++ Sample:

void FeedApplicationDataArrival(IDispatch* pFeedApplicationData, int iMonitorId){IFeedApplicationDataPtr pFeedApplicationDataPtr = pFeedApplicationData;

short siApplicationId = pFeedApplicationDataPtr->ApplicationId;short siServiceId = pFeedApplicationDataPtr->ServiceId;


}



AverageDialRateDescription:

This property returns the average dial rate by the switch for the Feed Application specified by the acquired FeedApplicationData object.

Syntax:

LongValue = FeedApplicationData.AverageDialRate

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationDataObject.AverageDialRate)


C++ Sample:



int iAverageDialRate = pFeedApplicationDataPtr->AverageDialRate;short siServiceId = pFeedApplicationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AverageDialRate: %d\n",iMonitorId,siServiceId,iAverageDialRate);

}



AverageFeedRateDescription:

This property returns the average feed rate by the switch for the Feed Application specified by the acquired FeedApplicationData object.

Syntax:

LongValue = FeedApplicationData.AverageFeedRate

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationDataObject.AverageFeedRate)


C++ Sample:



int iAverageFeedRate = pFeedApplicationDataPtr->AverageFeedRate;short siServiceId = pFeedApplicationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AverageFeedRate: %d\n",iMonitorId,siServiceId,iAverageFeedRate);

}



AverageRequestRateDescription:

This property returns the average request rate by the switch for the Feed Application specified by the acquired FeedApplicationData object.

Syntax:

LongValue = FeedApplicationData.AverageRequestRate

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationDataObject.AverageRequestRate)


C++ Sample:



int iAverageRequestRate = pFeedApplicationDataPtr->AverageRequestRate;

short siServiceId = pFeedApplicationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AverageRequestRate: %d\n",iMonitorId,siServiceId,iAverageRequestRate);

}




This property returns the amount of calls that were answered for the service specified by the acquired FeedApplicationData object.

Syntax:

LongValue = FeedApplicationData.CallsAnswered

Property Type:


VB Sample:


MSF.Text = Str(FeedApplicationDataObject.CallsAnswered)


C++ Sample:


int iCallsAnswered = pFeedApplicationDataPtr->CallsAnswered;short siServiceId = pFeedApplicationDataPtr->ServiceId;


}



CallsDialedDescription:

This property returns the amount of calls dialed for the service specified by the acquired FeedApplicationData object.

Syntax:

LongValue = FeedApplicationData.CallsDialed

Property Type:


VB Sample:


MSF.Text = Str(FeedApplicationDataObject.CallsDialed)


C++ Sample:


int iCallsDialed = pFeedApplicationDataPtr->CallsDialed;short siServiceId = pFeedApplicationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsDialed: %d\n",iMonitorId,siServiceId,iCallsDialed);

}



CallsProvidedDescription:

This property returns the amount of calls provided for the service specified by the acquired FeedApplicationData object.

Syntax:

LongValue = FeedApplicationData.CallsProvided

Property Type:


VB Sample:


MSF.Text = Str(FeedApplicationDataObject.CallsProvided)


C++ Sample:


int iCallsProvided = pFeedApplicationDataPtr->CallsProvided;short siServiceId = pFeedApplicationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t CallsProvided: %d\n",iMonitorId,siServiceId,iCallsProvided);

}

FeedApplicationDescription:

This property returns the name associated with the customer’s Feed Application.



Syntax:

StringValue = FeedApplicationData.FeedApplication

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = FeedApplicationDataObject.FeedApplication


C++ Sample:






char szFeedApplication[81];ConvertBSTRToSTR(pFeedApplicationDataPtr->FeedApplication,

szFeedApplication);short siServiceId = pFeedApplicationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t FeedApplication: %s\n",iMonitorId,siServiceId,szFeedApplication);

}



GetFeedApplicationDataDescription:

This method returns a raw pointer to the data stored in the FeedApplicationData component.

Syntax:

FeedApplicationData->GetFeedApplicationData((long)&pFeedApplicationStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:

void FeedApplicationDataArrival(IDispatch* pFeedApplicationData,int iMonitorId){IFeedApplicationDataPtr pFeedApplicationDataPtr =


DFeedApplicationStatistics* pFeedApplicationStats;pFeedApplicationDataPtr->GetFeedApplicationData((long

&pFeedApplicationStats);

printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId, pFeedApplicationStats->siServiceId);

}

ServiceDescription:

This property returns the name of the service for the service specified by the acquired FeedApplicationData object.

Syntax:

StringValue = FeedApplicationData.Service


Long A casted pointer to a DFeedApplicationStatistics structure.



Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = FeedApplicationDataObject.Service


C++ Sample:





char szService[81];ConvertBSTRToSTR(pFeedApplicationDataPtr->Service,szService);short siServiceId = pFeedApplicationDataPtr->ServiceId;


}




This property returns the service ID for the service specified by the acquired FeedApplicationData object.

Syntax:

IntegerValue = FeedApplicationData.ServiceId

Property Type:


VB Sample:


MSF.Text = Str(FeedApplicationDataObject.ServiceId)


C++ Sample:


short siServiceId = pFeedApplicationDataPtr->ServiceId;



This property returns the name of the service type for the service specified by the acquired FeedApplicationData object.



Syntax:

StringValue = FeedApplicationData.ServiceType

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = FeedApplicationDataObject.ServiceType


C++ Sample:





char szServiceType[81];ConvertBSTRToSTR(pFeedApplicationDataPtr->ServiceType,szServiceType);short siServiceId = pFeedApplicationDataPtr->ServiceId;


}




This property returns the service type ID for the service specified by the acquired FeedApplicationData object.

Syntax:

IntegerValue = FeedApplicationData.ServiceTypeId

Property Type:


VB Sample:


MSF.Text = Str(FeedApplicationDataObject.ServiceTypeId)


C++ Sample:


short siServiceTypeId = pFeedApplicationDataPtr->ServiceTypeId;


}


This property returns the time, in military, when the service was started for the service specified by the acquired FeedApplicationData object.



Syntax:

IntegerValue = FeedApplicationData.StartTimeMilitary

Property Type:


VB Sample:


MSF.Text = Str(FeedApplicationDataObject.StartTimeMilitary)


C++ Sample:



short siStartTimeMilitary =pFeedApplicationDataPtr->StartTimeMilitary;


}

StatusDescription:

This property returns the name of the current status for the service specified by the acquired FeedApplicationData object.

Syntax:

StringValue = FeedApplicationData.Status



Property Type:

VB: stringC++: BSTR

VB Sample:



MSF.Text = FeedApplicationDataObject.Status


C++ Sample:






char szStatus[81];ConvertBSTRToSTR(pFeedApplicationDataPtr->Status,szStatus);short siServiceId = pFeedApplicationDataPtr->ServiceId;


}




This property returns the name of the current status ID for the service specified by the acquired FeedApplicationData object.

Syntax:

IntegerValue = FeedApplicationData.StatusId

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationDataObject.StatusId)


C++ Sample:



short siStatusId = pFeedApplicationDataPtr->StatusId;


}


This property returns the time, in military, when the service was stopped for the service specified by the acquired FeedApplicationData object.



Syntax:

IntegerValue = FeedApplicationData.StopTimeMilitary

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationDataObject.StopTimeMilitary)


C++ Sample:



short siStopTimeMilitary = pFeedApplicationDataPtr->StopTimeMilitary;


}

FeedApplicationQueueData

The properties of the FeedApplicationQueueData class are described in the following subsections.


This property returns the current application to which the service specified by the acquired FeedApplicationQueueData object belongs.



Syntax:

StringValue = FeedApplicationQueueData.Application

Property Type:

VB: stringC++: BSTR

VB Sample:

Private Sub ServiceMonitor_FeedApplicationQueueDataArrival (ByVal FeedApplicationQueueData As Object, ByVal MonitorId As Long)Dim FeedApplicationQueueDataObject As CCPROOSMSCLIENTLib.FeedApplicationQueueDataSet FeedApplicationQueueDataObject = FeedApplicationQueueData

MSF.Text = FeedApplicationQueueDataObject.Application

Set FeedApplicationQueueDataObject = NothingEnd Sub

C++ Sample:




void FeedApplicationQueueDataArrival(IDispatch* pFeedApplicationQueueData, int iMonitorId){IFeedApplicationQueueDataPtr pFeedApplicationQueueDataPtr =

pFeedApplicationQueueData;

char szApplication[81];ConvertBSTRToSTR(pFeedApplicationQueueDataPtr->Application,

szApplication);short siServiceId = pFeedApplicationQueueDataPtr->ServiceId;


}




This property returns the current application ID of the service specified by the acquired FeedApplicationQueueData object.

Syntax:

IntegerValue = FeedApplicationQueueData.ApplicationId

Property Type:


VB Sample:


MSF.Text = Str(FeedApplicationQueueDataObject.ApplicationId)


C++ Sample:

void FeedApplicationQueueDataArrival(IDispatch* pFeedApplicationQueueData, int iMonitorId){IFeedApplicationQueueDataPtr pFeedApplicationQueueDataPtr = pFeedApplicationQueueData;

short siApplicationId = pFeedApplicationQueueDataPtr->ApplicationId;short siServiceId = pFeedApplicationQueueDataPtr->ServiceId;


}



AverageDialRateForNormalQueueDescription:

This property returns the average number of records per hour dialed by the switch, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.AverageDialRateForNormalQueue

Property Type:


VB Sample:

Private Sub ServiceMonitor_FeedApplicationQueueDataArrival(ByVal FeedApplicationQueueData As Object, ByVal MonitorId As Long)Dim FeedApplicationQueueDataObject As

CCPROOSMSCLIENTLib.FeedApplicationQueueDataSet FeedApplicationQueueDataObject = FeedApplicationQueueData

MSF.Text = Str(FeedApplicationQueueDataObject.AverageDialRateForNormalQueue)


C++ Sample:



int iAverageDialRateForNormalQueue = pFeedApplicationQueueDataPtr->AverageDialRateForNormalQueue;

short siServiceId = pFeedApplicationQueueDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t AverageDialRateForNormalQueue: %d\n",iMonitorId,siServiceId,iAverageDialRateForNormalQueue);

}



AverageDialRateForMediumQueueDescription:

This property returns the average number of records per hour dialed by the switch, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.AverageDialRateForMediumQueue

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.AverageDialRateForMediumQueue)


C++ Sample:



int iAverageDialRateForMediumQueue = pFeedApplicationQueueDataPtr->AverageDialRateForMediumQueue;


printf("MonitorId: %d \t ServiceId: %d \t AverageDialRateForMediumQueue: %d\n",iMonitorId,siServiceId,iAverageDialRateForMediumQueue);

}



AverageDialRateForHighQueueDescription:

This property returns the average number of records per hour dialed by the switch, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.AverageDialRateForHighQueue

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.AverageDialRateForHighQueue)


C++ Sample:



int iAverageDialRateForHighQueue = pFeedApplicationQueueDataPtr->AverageDialRateForHighQueue;


printf("MonitorId: %d \t ServiceId: %d \t AverageDialRateForHighQueue: %d\n",iMonitorId,siServiceId,iAverageDialRateForHighQueue);

}



AverageFeedRateForNormalQueueDescription:

This property returns the average number of records pushed from the application to the CenterCord, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.AverageFeedRateForNormalQueue

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.AverageFeedRateForNormalQueue)


C++ Sample:



int iAverageFeedRateForNormalQueue = pFeedApplicationQueueDataPtr->AverageFeedRateForNormalQueue;


printf("MonitorId: %d \t ServiceId: %d \t AverageFeedRateForNormalQueue: %d\n",iMonitorId,siServiceId,iAverageFeedRateForNormalQueue);

}



AverageFeedRateForMediumQueueDescription:

This property returns the average number of records pushed from the application to the CenterCord, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.AverageFeedRateForMediumQueue

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.AverageFeedRateForMediumQueue)


C++ Sample:



int iAverageFeedRateForMediumQueue = pFeedApplicationQueueDataPtr->AverageFeedRateForMediumQueue;


printf("MonitorId: %d \t ServiceId: %d \t AverageFeedRateForMediumQueue: %d\n",iMonitorId,siServiceId,iAverageFeedRateForMediumQueue);

}



AverageFeedRateForHighQueueDescription:

This property returns the average number of records pushed from the application to the CenterCord, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.AverageFeedRateForHighQueue

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.AverageFeedRateForHighQueue)


C++ Sample:



int iAverageFeedRateForHighQueue = pFeedApplicationQueueDataPtr->AverageFeedRateForHighQueue;


printf("MonitorId: %d \t ServiceId: %d \t AverageFeedRateForHighQueue: %d\n",iMonitorId,siServiceId,iAverageFeedRateForHighQueue);

}



AverageRequestRateForNormalQueueDescription:

This property returns the average number of requests for records by the CenterCord, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.AverageRequestRateForNormalQueue

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.AverageRequestRateForNormalQueue)


C++ Sample:



int iAverageRequestRateForNormalQueue = pFeedApplicationQueueDataPtr->AverageRequestRateForNormalQueue;


printf("MonitorId: %d \t ServiceId: %d \t AverageRequestRateForNormalQueue: %d\n",iMonitorId,siServiceId,iAverageRequestRateForNormalQueue);

}



AverageRequestRateForMediumQueueDescription:

This property returns the average number of requests for records by the CenterCord, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.AverageRequestRateForMediumQueue

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.AverageRequestRateForMediumQueue)


C++ Sample:



int iAverageRequestRateForMediumQueue = pFeedApplicationQueueDataPtr->AverageRequestRateForMediumQueue;


printf("MonitorId: %d \t ServiceId: %d \t AverageRequestRateForMediumQueue: %d\n",iMonitorId,siServiceId,iAverageRequestRateForMediumQueue);

}



AverageRequestRateForHighQueueDescription:

This property returns the average number of requests for records by the CenterCord, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.AverageRequestRateForHighQueue

Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.AverageRequestRateForHighQueue)


C++ Sample:



int iAverageRequestRateForHighQueue = pFeedApplicationQueueDataPtr->AverageRequestRateForHighQueue;


printf("MonitorId: %d \t ServiceId: %d \t AverageRequestRateForHighQueue: %d\n",iMonitorId,siServiceId,iAverageRequestRateForHighQueue);

}



GetFeedApplicationQueueDataDescription:

This method returns a raw pointer to the data stored in the FeedApplicationQueueData component.

Syntax:

FeedApplicationQueueData->GetFeedApplicationQueueData((long)&pFeedApplicationQueueStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:

void FeedApplicationQueueDataArrival(IDispatch*pFeedApplicationQueueData, int iMonitorId){IFeedApplicationQueueDataPtr pFeedApplicationQueueDataPtr =


DFeedApplicationQueueStatistics* pFeedApplicationQueueStats;pFeedApplicationQueueDataPtr->GetFeedApplicationQueueData((long)

&pFeedApplicationQueueStats);

printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId, pFeedApplicationQueueStats->siServiceId);

}

NumberDeletedInNormalQueueDescription:

This property returns the number of delete requests, from the normal queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberDeletedInNormalQueue


Long A casted pointer to a DFeedApplicationQueueStatistics structure.



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberDeletedInNormalQueue)


C++ Sample:



int iNumberDeletedInNormalQueue = pFeedApplicationQueueDataPtr->NumberDeletedInNormalQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberDeletedInNormalQueue: %d\n",iMonitorId,siServiceId,iNumberDeletedInNormalQueue);

}

NumberDeletedInMediumQueueDescription:

This property returns the number of delete requests, from the medium queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberDeletedInMediumQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberDeletedInMediumQueue)


C++ Sample:



int iNumberDeletedInMediumQueue = pFeedApplicationQueueDataPtr->NumberDeletedInMediumQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberDeletedInMediumQueue: %d\n",iMonitorId,siServiceId,iNumberDeletedInMediumQueue);

}

NumberDeletedInHighQueueDescription:

This property returns the number of delete requests, from the high queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberDeletedInHighQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberDeletedInHighQueue)


C++ Sample:



int iNumberDeletedInHighQueue = pFeedApplicationQueueDataPtr->NumberDeletedInHighQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberDeletedInHighQueue: %d\n",iMonitorId,siServiceId,iNumberDeletedInHighQueue);

}

NumberDialedFromNormalQueueDescription:

This property returns the number of records dialed by the switch for the period from midnight or startup to current, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberDialedFromNormalQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberDialedFromNormalQueue)


C++ Sample:



int iNumberDialedFromNormalQueue = pFeedApplicationQueueDataPtr->NumberDialedFromNormalQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberDialedFromNormalQueue: %d\n",iMonitorId,siServiceId,iNumberDialedFromNormalQueue);

}

NumberDialedFromMediumQueueDescription:

This property returns the number of records dialed by the switch for the period from midnight or startup to current, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberDialedFromMediumQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberDialedFromMediumQueue)


C++ Sample:



int iNumberDialedFromMediumQueue = pFeedApplicationQueueDataPtr->NumberDialedFromMediumQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberDialedFromMediumQueue: %d\n",iMonitorId,siServiceId,iNumberDialedFromMediumQueue);

}

NumberDialedFromHighQueueDescription:

This property returns the number of records dialed by the switch for the period from midnight or startup to current, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberDialedFromHighQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberDialedFromHighQueue)


C++ Sample:



int iNumberDialedFromHighQueue = pFeedApplicationQueueDataPtr->NumberDialedFromHighQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberDialedFromHighQueue: %d\n",iMonitorId,siServiceId,iNumberDialedFromHighQueue);

}

NumberOfRecordsInNormalQueueDescription:

This property returns the number of records currently in queue, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberOfRecordsInNormalQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberOfRecordsInNormalQueue)


C++ Sample:



int iNumberOfRecordsInNormalQueue = pFeedApplicationQueueDataPtr->NumberOfRecordsInNormalQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberOfRecordsInNormalQueue: %d\n",iMonitorId,siServiceId,iNumberOfRecordsInNormalQueue);

}

NumberOfRecordsInMediumQueueDescription:

This property returns the number of records currently in queue, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberOfRecordsInMediumQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberOfRecordsInMediumQueue)


C++ Sample:



int iNumberOfRecordsInMediumQueue = pFeedApplicationQueueDataPtr->NumberOfRecordsInMediumQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberOfRecordsInMediumQueue: %d\n",iMonitorId,siServiceId,iNumberOfRecordsInMediumQueue);

}

NumberOfRecordsInHighQueueDescription:

This property returns the number of records currently in queue, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberOfRecordsInHighQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberOfRecordsInHighQueue)


C++ Sample:



int iNumberOfRecordsInHighQueue = pFeedApplicationQueueDataPtr->NumberOfRecordsInHighQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberOfRecordsInHighQueue: %d\n",iMonitorId,siServiceId,iNumberOfRecordsInHighQueue);

}

NumberPrioritizedInNormalQueueDescription:

This property returns the number of prioritization requests, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberPrioritizedInNormalQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberPrioritizedInNormalQueue)


C++ Sample:



int iNumberPrioritizedInNormalQueue = pFeedApplicationQueueDataPtr->NumberPrioritizedInNormalQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberPrioritizedInNormalQueue: %d\n",iMonitorId,siServiceId,iNumberPrioritizedInNormalQueue);

}

NumberPrioritizedInMediumQueueDescription:

This property returns the number of prioritization requests, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberPrioritizedInMediumQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberPrioritizedInMediumQueue)


C++ Sample:



int iNumberPrioritizedInMediumQueue = pFeedApplicationQueueDataPtr->NumberPrioritizedInMediumQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberPrioritizedInMediumQueue: %d\n",iMonitorId,siServiceId,iNumberPrioritizedInMediumQueue);

}

NumberPrioritizedInHighQueueDescription:

This property returns the number of prioritization requests, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberPrioritizedInHighQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberPrioritizedInHighQueue)


C++ Sample:



int iNumberPrioritizedInHighQueue = pFeedApplicationQueueDataPtr->NumberPrioritizedInHighQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberPrioritizedInHighQueue: %d\n",iMonitorId,siServiceId,iNumberPrioritizedInHighQueue);

}

NumberProvidedInNormalQueueDescription:

This property returns the number of records fed to the CenterCord, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberProvidedInNormalQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberProvidedInNormalQueue)


C++ Sample:



int iNumberProvidedInNormalQueue = pFeedApplicationQueueDataPtr->NumberProvidedInNormalQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberProvidedInNormalQueue: %d\n",iMonitorId,siServiceId,iNumberProvidedInNormalQueue);

}

NumberProvidedInMediumQueueDescription:

This property returns the number of records fed to the CenterCord, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberProvidedInMediumQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberProvidedInMediumQueue)


C++ Sample:



int iNumberProvidedInMediumQueue = pFeedApplicationQueueDataPtr->NumberProvidedInMediumQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberProvidedInMediumQueue: %d\n",iMonitorId,siServiceId,iNumberProvidedInMediumQueue);

}

NumberProvidedInHighQueueDescription:

This property returns the number of records fed to the CenterCord, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberProvidedInHighQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberProvidedInHighQueue)


C++ Sample:



int iNumberProvidedInHighQueue = pFeedApplicationQueueDataPtr->NumberProvidedInHighQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberProvidedInHighQueue: %d\n",iMonitorId,siServiceId,iNumberProvidedInHighQueue);

}

NumberRequestedInNormalQueueDescription:

This property returns the total number of requests for records by the CenterCord, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberRequestedInNormalQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberRequestedInNormalQueue)


C++ Sample:



int iNumberRequestedInNormalQueue = pFeedApplicationQueueDataPtr->NumberRequestedInNormalQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberRequestedInNormalQueue: %d\n",iMonitorId,siServiceId,iNumberRequestedInNormalQueue);

}

NumberRequestedInMediumQueueDescription:

This property returns the total number of requests for records by the CenterCord, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberRequestedInMediumQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberRequestedInMediumQueue)


C++ Sample:



int iNumberRequestedInMediumQueue = pFeedApplicationQueueDataPtr->NumberRequestedInMediumQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberRequestedInMediumQueue: %d\n",iMonitorId,siServiceId,iNumberRequestedInMediumQueue);

}

NumberRequestedInHighQueueDescription:

This property returns the total number of requests for records by the CenterCord, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.

Syntax:

LongValue = FeedApplicationQueueData.NumberRequestedInHighQueue



Property Type:


VB Sample:



MSF.Text = Str(FeedApplicationQueueDataObject.NumberRequestedInHighQueue)


C++ Sample:



int iNumberRequestedInHighQueue = pFeedApplicationQueueDataPtr->NumberRequestedInHighQueue;


printf("MonitorId: %d \t ServiceId: %d \t NumberRequestedInHighQueue: %d\n",iMonitorId,siServiceId,iNumberRequestedInHighQueue);

}

ServiceDescription:

This property returns the name of the service for the service specified by the acquired FeedApplicationQueueData object.

Syntax:

StringValue = FeedApplicationQueueData.Service



Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = FeedApplicationQueueDataObject.Service


C++ Sample:





char szService[81];ConvertBSTRToSTR(pFeedApplicationQueueDataPtr->Service,szService);short siServiceId = pFeedApplicationQueueDataPtr->ServiceId;


}




This property returns the service ID for the service specified by the acquired FeedApplicationQueueData object.

Syntax:

IntegerValue = FeedApplicationQueueData.ServiceId

Property Type:


VB Sample:


MSF.Text = Str(FeedApplicationQueueDataObject.ServiceId)


C++ Sample:





This property returns the name of the service type for the service specified by the acquired FeedApplicationQueueData object.



Syntax:

StringValue = FeedApplicationQueueData.ServiceType

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = FeedApplicationQueueDataObject.ServiceType


C++ Sample:





char szServiceType[81];ConvertBSTRToSTR(pFeedApplicationQueueDataPtr->ServiceType,

szServiceType);short siServiceId = pFeedApplicationQueueDataPtr->ServiceId;


}




This property returns the service type ID for the service specified by the acquired FeedApplicationQueueData object.

Syntax:

IntegerValue = FeedApplicationQueueData.ServiceTypeId

Property Type:


VB Sample:


MSF.Text = Str(FeedApplicationQueueDataObject.ServiceTypeId)


C++ Sample:


short siServiceTypeId = pFeedApplicationQueueDataPtr->ServiceTypeId;


}

IvrData



The IvrData class has the following properties:

• Application

• ApplicationId

• AvgTimeBeforeAbandon

• AvgTimeInService

• CurContactsMsgPlayed

• CurContactsOffered

• CurNumNoAttnRetainer

• LongestTimeInService

• NumCallsAbandoned

• NumCallsAcdRoute

• NumCallsAgdXfer

• NumCallsAgentXfer

• NumCallsChatXfer

• NumCallsEmailXfer

• NumCallsExternalXfer

• NumCallsTerminated

• NumVoiceMailXfer

• Service

• ServiceId

• ServiceType

• ServiceTypeId

• StartTimeMilitary

• Status

• StatusId

• StopTimeMilitary

• TotalContactsMsgPlayed

• TotalContactsOffered

• TotalNumNoAttnRetainer



NotificationData

The properties of the NotificationData class are described in the following subsections.


This property returns the EnsemblePro internal index number of the agent for the agent specified by the acquired NotificationData object.

Syntax:

LongValue = NotificationData.AgentIndex

Property Type:


VB Sample:

Private Sub AgentMonitor_AgentNotifyDataArrival(ByVal NotificationData As Object, ByVal MonitorId As Long)Dim NotificationDataObject As CCPROOSMSCLIENTLib.NotificationDataSet NotificationDataObject = NotificationData

MSF.Text = Str(NotificationDataObject.AgentIndex)

Set NotificationDataObject = NothingEnd Sub

C++ Sample:

void AgentNotificationDataArrival(IDispatch* pNotificationData, int iMonitorId){INotificationDataPtr pNotificationDataPtr = pNotificationData;

int iAgentIndex = pNotificationDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \n",iMonitorId,iAgentIndex);}




This property returns the current application to which the service specified by the acquired NotificationData object belongs.

Syntax:

StringValue = NotificationData.Application

Property Type:

VB: stringC++: BSTR

VB Sample:

Private Sub AgentMonitor_AgentNotifyDataArrival(ByVal NotificationData As Object, ByVal MonitorId As Long)Dim NotificationDataObject As CCPROOSMSCLIENTLib.NotificationDataSet NotificationDataObject = NotificationData

MSF.Text = NotificationDataObject.Application


C++ Sample:




void AgentNotifyDataArrival(IDispatch* pNotificationData, int iMonitorId){INotificationDataPtr pNotificationDataPtr = pNotificationData;

char szApplication[81];ConvertBSTRToSTR(pNotificationDataPtr->Application,szApplication);int siServiceId = pNotificationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Application: %s\n",



iMonitorId,siServiceId,szApplication);}


This property returns the current application ID of the service specified by the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.ApplicationId

Property Type:


VB Sample:

Private Sub AgentMonitor_AgentNotifyDataArrival(ByVal NotificationData As Object, ByVal MonitorId As Long)Dim NotificationDataObject As CCPROOSMSCLIENTLib. NotificationDataSet NotificationDataObject = NotificationData

MSF.Text = Str(NotificationDataObject.ApplicationId)


C++ Sample:


short siApplicationId = pNotificationDataPtr->ApplicationId;short siServiceId = pNotificationDataPtr->ServiceId;


}



DistributionListIdDescription:

This property returns the distribution list ID for the distribution list specified by the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.DistributionListId

Property Type:


VB Sample:

Private Sub ServiceMonitor_ServiceNotifyDataArrival(ByVal NotificationData As Object, ByVal MonitorId As Long)Dim NotificationDataObject As CCPROOSMSCLIENTLib. NotificationDataSet NotificationDataObject = NotificationData

MSF.Text = Str(NotificationDataObject.DistributionListId)


C++ Sample:

void ServiceNotifyDataArrival(IDispatch* pNotificationData, int iMonitorId){INotificationDataPtr pNotificationDataPtr = pNotificationData;

short siDistributionListId = pNotificationDataPtr->DistributionListId;

printf("MonitorId: %d \t DistributionListId: %d \n",iMonitorId,siDistributionListId);

}

FirstNameDescription:

This property returns the first name of the agent specified by the acquired NotificationData object.



Syntax:

StringValue = NotificationData.FirstName

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = NotificationDataObject.FirstName


C++ Sample:




void AgentNotifyDataArrival(IDispatch* pNotificationData, int iMonitorId){INotificationDataPtr pNotificationDataPtr = pNotificationData;

char szFirstName[81];ConvertBSTRToSTR(pAgentDataPtr->FirstName,szFirstName);int iAgentIndex = pNotificationDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t FirstName: %s\n",iMonitorId,iAgentIndex,szFirstName);

}



GetNotificationDataDescription:

This method returns a raw pointer to the data stored in the NotificationData component.

Syntax:

NotificationData->GetNotificationData((long) &pNotificationStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:


DDynamicNotification* pNotificationStats;pNotificationDataPtr->GetNotificationData((long)&pNotificationStats);

printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId, pNotificationStats->siServiceId);

}

LastNameDescription:

This property returns the last name of the agent specified by the acquired NotificationData object.

Syntax:

StringValue = NotificationData.LastName

Property Type:

VB: stringC++: BSTR


Long A casted pointer to a DDynamicNotification structure.



VB Sample:


MSF.Text = NotificationDataObject.LastName


C++ Sample:





char szLastName[81];ConvertBSTRToSTR(pNotificationDataPtr->LastName,szLastName);int iAgentIndex = pNotificationDataPtr->AgentIndex;

printf("MonitorId: %d \t AgentIndex: %d \t LastName: %s\n",iMonitorId,iAgentIndex,szLastName);

}

MailQueueIdDescription:

This property returns the mail queue ID for the service specified by the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.MailQueueId



Property Type:


VB Sample:


MSF.Text = Str(NotificationDataObject.MailQueueId)


C++ Sample:


short siMailQueueId = pNotificationDataPtr->MailQueueId;

printf("MonitorId: %d \t MailQueueId: %d \n",iMonitorId,siMailQueueId);

}

MailQueueIndexDescription:

This property returns the mail queue index for the service specified by the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.MailQueueIndex

Property Type:


VB Sample:

Private Sub ServiceMonitor_ServiceNotifyDataArrival(ByVal NotificationData As Object, ByVal MonitorId As Long)



Dim NotificationDataObject As CCPROOSMSCLIENTLib. NotificationDataSet NotificationDataObject = NotificationData

MSF.Text = Str(NotificationDataObject.MailQueueIndex)


C++ Sample:


short siMailQueueIndex = pNotificationDataPtr->MailQueueIndex;

printf("MonitorId: %d \t MailQueueIndex: %d \n",iMonitorId,siMailQueueIndex);

}

ServiceCountDescription:

This property returns the service count for the service specified by the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.ServiceCount

Property Type:


VB Sample:


MSF.Text = Str(NotificationDataObject.ServiceCount)




C++ Sample:


short siServiceId = pNotificationDataPtr->ServiceId;short siServiceCount = pNotificationDataPtr->ServiceCount;

printf("MonitorId: %d \t ServiceId: %d \t ServiceCount \n",iMonitorId,siServiceId,siServiceCount);

}


This property returns the service ID for the service specified by the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.ServiceId

Property Type:


VB Sample:


MSF.Text = Str(NotificationDataObject.ServiceId)


C++ Sample:


short siServiceId = pNotificationDataPtr->ServiceId;




ServiceLongDescription:

This property returns the long service description for the service specified by the acquired NotificationData object.

Syntax:

StringValue = NotificationData.ServiceLong

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = NotificationDataObject.ServiceLong


C++ Sample:





char szServiceLong[81];



ConvertBSTRToSTR(pNotificationDataPtr->ServiceLong,szServiceLong);short siServiceId = pNotificationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceLong: %s\n",iMonitorId,siServiceId,szServiceLong);

}

ServiceShortDescription:

This property returns the short service description for the service specified by the acquired NotificationData object.

Syntax:

StringValue = NotificationData.ServiceShort

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = NotificationDataObject.ServiceShort


C++ Sample:




void AgentNotificationDataArrival(IDispatch* pNotificationData, int iMonitorId)



{INotificationDataPtr pNotificationDataPtr = pNotificationData;

char szServiceShort[81];ConvertBSTRToSTR(pNotificationDataPtr->ServiceShort,szServiceShort);short siServiceId = pNotificationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceShort: %s\n",iMonitorId,siServiceId,szServiceShort);

}

StatusDescription:

This property returns the status of the notification for the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.Status

Property Type:


VB Sample:


MSF.Text = Str(NotificationDataObject.Status)


C++ Sample:


short siStatus = pNotificationDataPtr->Status;short siServiceId = pNotificationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Status %d\n",iMonitorId,siServiceId,siStatus);

}



TimeDescription:

This property returns the time of the notification for the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.Time

Property Type:


VB Sample:


MSF.Text = Str(NotificationDataObject.Time)


C++ Sample:


short siTime = pNotificationDataPtr->Time;short siServiceId = pNotificationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Time %d\n",iMonitorId,siServiceId,siTime);

}

TypeDescription:

This property returns the type of the notification for the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.Type



Property Type:


VB Sample:


MSF.Text = Str(NotificationDataObject.Type)


C++ Sample:


short siType = pNotificationDataPtr->Type;short siServiceId = pNotificationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t Type %d\n",iMonitorId,siServiceId,siType);

}

UserIdDescription:

This property returns the user ID for the agent specified by the acquired NotificationData object.

Syntax:

StringValue = NotificationData.UserId

Property Type:

VB: stringC++: BSTR

VB Sample:

Private Sub AgentMonitor_AgentNotifyDataArrival(ByVal NotificationData As Object, ByVal MonitorId As Long)



Dim NotificationDataObject As CCPROOSMSCLIENTLib. NotificationDataSet NotificationDataObject = NotificationData

MSF.Text = NotificationDataObject.UserId


C++ Sample:





char szUserId[81];ConvertBSTRToSTR(pNotificationDataPtr->UserId,szUserId);short siServiceId = pNotificationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t UserId: %s\n",iMonitorId,siServiceId,szUserId);

}

WorkGroupDescription:

This property returns the workgroup description for the agent specified by the acquired NotificationData object.

Syntax:

StringValue = NotificationData.WorkGroup

Property Type:

VB: stringC++: BSTR



VB Sample:


MSF.Text = NotificationDataObject.WorkGroup


C++ Sample:





char szWorkGroup[81];ConvertBSTRToSTR(pNotificationDataPtr->WorkGroup,szWorkGroup);short siServiceId = pNotificationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t WorkGroup: %s\n",iMonitorId,siServiceId,szWorkGroup);

}

WorkGroupIdDescription:

This property returns the workgroup ID for the agent specified by the acquired NotificationData object.

Syntax:

IntegerValue = NotificationData.WorkGroupId



Property Type:


VB Sample:


MSF.Text = Str(NotificationDataObject.WorkGroupId)


C++ Sample:


short siWorkGroupId = pNotificationDataPtr->WorkGroupId;short siServiceId = pNotificationDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t WorkGroup %d\n",iMonitorId,siServiceId,siWorkGroupId);

}

TableData

The properties of the TableData class are described in the following subsections.

AbandonedDescription:

This property returns the amount of calls abandoned for the AOD table specified by the acquired TableData object.

Syntax:

LongValue = TableData.Abandoned



Property Type:


VB Sample:

Private Sub TableMonitor_TableDataArrival(ByVal TableData As Object, ByVal MonitorId As Long)Dim TableDataObject As CCPROOSMSCLIENTLib.TableDataSet TableDataObject = TableData

MSF.Text = Str(TableDataObject.Abandoned)

Set TableDataObject = NothingEnd Sub

C++ Sample:

void TableDataArrival(IDispatch* pTableData, int iMonitorId){ITableDataPtr pTableDataPtr = pTableData;

int iAbandoned = pTableDataPtr->Abandoned;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t Abandoned %d \n",iMonitorId,siServiceId,siServiceTableId,iAbandoned);

}


This property returns the current application to which the service specified by the acquired TableData object belongs.

Syntax:

StringValue = TableData.Application

Property Type:

VB: stringC++: BSTR



VB Sample:

Private Sub TableMonitor_TableDataArrival(ByVal TableData As Object, ByVal MonitorId As Long)Dim TableDataObject As CCPROOSMSCLIENTLib. TableDataSet TableDataObject = TableData

MSF.Text = TableDataObject.Application


C++ Sample:





char szApplication[81];ConvertBSTRToSTR(pTableDataPtr->Application,szApplication);int siServiceId = pTableDataPtr->ServiceId;int siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId %d \t Application: %s\n",iMonitorId,siServiceId,siServiceTableId,szApplication);

}


This property returns the current application ID of the service specified by the acquired TableData object.

Syntax:

IntegerValue = TableData.ApplicationId



Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.ApplicationId)


C++ Sample:


short siApplicationId = pTableDataPtr->ApplicationId;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t ApplicationId: %d\n",iMonitorId,siServiceId,siServiceTableId,siApplicationId);

}

BadPhoneNumberCountDescription:

This property returns the amount of bad phone numbers for the AOD table specified by the acquired TableData object.

Syntax:

LongValue = TableData.BadPhoneNumberCount

Property Type:




VB Sample:


MSF.Text = Str(TableDataObject.BadPhoneNumberCount)


C++ Sample:


int iBadPhoneNumberCount = pTableDataPtr->BadPhoneNumberCount;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t BadPhoneNumberCount %d \n",iMonitorId,siServiceId,siServiceTableId,iBadPhoneNumberCount);

}

DialedDescription:

This property returns the amount of calls made for the AOD table specified by the acquired TableData object.

Syntax:

LongValue = TableData.Dialed

Property Type:


VB Sample:




MSF.Text = Str(TableDataObject.Dialed)


C++ Sample:


int iDialed = pTableDataPtr->Dialed;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t Dialed %d \n",iMonitorId,siServiceId,siServiceTableId,iDialed);

}

EndTimeMilitaryDescription:

This property returns the time, in military, the table was stopped for the table specified by the acquired TableData object.

Syntax:

IntegerValue = TableData.EndTimeMilitary

Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.EndTimeMilitary)




C++ Sample:


short siEndTimeMilitary = pTableDataPtr->EndTimeMilitary;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t EndTimeMilitary: %d\n",iMonitorId,siServiceId,siServiceTableId,siEndTimeMilitary);

}

ExcludedCountDescription:

This property returns the no of records excluded from the table.

Syntax:

IntegerValue = TableData.ExcludedCount

FilterDescription:

This property returns the current filter description for the table specified by the acquired TableData object.

Syntax:

StringValue = TableData.Filter

Property Type:

VB: stringC++: BSTR

VB Sample:




MSF.Text = TableDataObject.Filter


C++ Sample:





char szFiler[81];ConvertBSTRToSTR(pTableDataPtr->Filer,szFiler);int siServiceId = pTableDataPtr->ServiceId;int siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId %d \t Filer: %s\n",iMonitorId,siServiceId,siServiceTableId,szFiler);

}

FilterIdDescription:

This property returns the current filter ID for the table specified by the acquired TableData object.

Syntax:

IntegerValue = TableData.FilterId

Property Type:


VB Sample:

Private Sub TableMonitor_TableDataArrival(ByVal TableData As Object,



ByVal MonitorId As Long)Dim TableDataObject As CCPROOSMSCLIENTLib. TableDataSet TableDataObject = TableData

MSF.Text = Str(TableDataObject.FilterId)


C++ Sample:


short siFilterId = pTableDataPtr->FilterId;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t FilterId: %d\n",iMonitorId,siServiceId,siServiceTableId,siFilterId);

}

GetTableDataDescription:

This method returns a raw pointer to the data stored in the NotificationData component.

Syntax:

TableData->GetTableData((long) &pTableStatisticalStructure)

Parameters:

VB Sample:

None

C++ Sample:



Long A casted pointer to a DAodTableStatistics structure.



DAodTableStatistics* pTableStats;pTableDataPtr->GetTableData((long)&pTableStats);

printf("MonitorId: %d \t ServiceId: %d \n",iMonitorId, pTableStats->siServiceId);

}

InProgressDescription:

This property returns the number of calls being dialed by the acquired TableData object.

Syntax:

IntegerValue = TableData.InProgress

Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.InProgress)


C++ Sample:


short siInProgress = pTableDataPtr->InProgress;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t InProgress: %d\n",iMonitorId,siServiceId,siServiceTableId,siInProgress);

}



LeftToBeDialedDescription:

This property returns the amount of calls left to be dialed for the AOD table specified by the acquired TableData object.

Syntax:

LongValue = TableData.LeftToBeDialed

Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.LeftToBeDialed)


C++ Sample:


int iLeftToBeDialed = pTableDataPtr->LeftToBeDialed;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t LeftToBeDialed %d \n",iMonitorId,siServiceId,siServiceTableId,iLeftToBeDialed);

}

RecordsProcessedDescription:

This property returns the amount of records processed for the AOD table specified by the acquired TableData object.



Syntax:

LongValue = TableData.RecordsProcessed

Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.RecordsProcessed)


C++ Sample:


int iRecordsProcessed = pTableDataPtr->RecordsProcessed;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t RecordsProcessed %d \n",iMonitorId,siServiceId,iServiceTableId,iRecordsProcessed);

}

RGBusyQueueCountDescription:

This property returns the RGBusyQueueCount for the AOD table specified by the acquired TableData object.

Syntax:

LongValue = TableData.RGBusyQueueCount



Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.RGBusyQueueCount)


C++ Sample:


int iRGBusyQueueCount = pTableDataPtr->RGBusyQueueCount;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t RGBusyQueueCount %d \n",iMonitorId,siServiceId,siServiceTableId,iRGBusyQueueCount);

}

ScheduledCallbacksDescription:

This property returns the amount of calls to be redialed for the AOD table specified by the acquired TableData object.

Syntax:

LongValue = TableData.ScheduledCallbacks

Property Type:




VB Sample:


MSF.Text = Str(TableDataObject.ScheduledCallbacks)


C++ Sample:


int iScheduledCallbacks = pTableDataPtr->ScheduledCallbacks;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t ScheduledCallbacks %d \n",iMonitorId,siServiceId,siServiceTableId,iScheduledCallbacks);

}

SelectedDescription:

This property returns the amount of calls selected for the AOD table specified by the acquired TableData object.

Syntax:

LongValue = TableData.Selected

Property Type:


VB Sample:




MSF.Text = Str(TableDataObject.Selected)


C++ Sample:


int iSelected = pTableDataPtr->Selected;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t Selected %d \n",iMonitorId,siServiceId,siServiceTableId,iSelected);

}

ServiceDescription:

This property returns the service description for the table specified by the acquired TableData object.

Syntax:

StringValue = TableData.Service

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = TableDataObject.Service




C++ Sample:





char szService[81];ConvertBSTRToSTR(pTableDataPtr->Service,szService);int siServiceId = pTableDataPtr->ServiceId;int siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId %d \t Service: %s\n",iMonitorId,siServiceId,siServiceTableId,szService);

}


This property returns the service ID for the table specified by the acquired TableData object.

Syntax:

IntegerValue = TableData.ServiceId

Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.ServiceId)




C++ Sample:


short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \n",iMonitorId,siServiceId,siServiceTableId);

}

ServiceTableIdDescription:

This property returns the service table ID for the table specified by the acquired TableData object.

Syntax:

IntegerValue = TableData.ServiceTableId

Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.ServiceTableId)


C++ Sample:


short siServiceId = pTableDataPtr->ServiceId;



short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \n",iMonitorId,siServiceId,siServiceTableId);

}


This property returns the service type description for the table specified by the acquired TableData object.

Syntax:

StringValue = TableData.ServiceType

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = TableDataObject.ServiceType


C++ Sample:







char szServiceType[81];ConvertBSTRToSTR(pTableDataPtr->ServiceType,szServiceType);int siServiceId = pTableDataPtr->ServiceId;int siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId %d \t ServiceType: %s\n",iMonitorId,siServiceId,siServiceTableId,szServiceType);

}


This property returns the service type ID for the table specified by the acquired TableData object.

Syntax:

IntegerValue = TableData.ServiceTypeId

Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.ServiceTypeId)


C++ Sample:


short siServiceTypeId = pTableDataPtr->ServiceTypeId;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t ServiceTypeId: %d\n",iMonitorId,siServiceId,siServiceTableId,siServiceTypeId);

}




This property returns the time, in military, when the table was started for the table specified by the acquired TableData object.

Syntax:

IntegerValue = TableData.StartTimeMilitary

Property Type:


VB Sample:

Private Sub ServiceMonitor_TableDataArrival(ByVal TableData As Object, ByVal MonitorId As Long)Dim TableDataObject As CCPROOSMSCLIENTLib.TableDataSet TableDataObject = TableData

MSF.Text = Str(TableDataObject.StartTimeMilitary)


C++ Sample:


short siStartTimeMilitary = pTableDataPtr->StartTimeMilitary;


}

StatusDescription:

This property returns the name of the current status for the table specified by the acquired TableData object.

Syntax:

StringValue = TableData.Status



Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = TableDataObject.Status


C++ Sample:





char szStatus[81];ConvertBSTRToSTR(pTableDataPtr->Status,szStatus);short siServiceId = pTableDataPtr->ServiceId;


}


This property returns the name of the current status for the table specified by the acquired TableData object.



Syntax:

StringValue = TableData.StatusId

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = TableDataObject.StatusId


C++ Sample:





char szStatusId[81];ConvertBSTRToSTR(pTableDataPtr->StatusId,szStatusId);short siServiceId = pTableDataPtr->ServiceId;

printf("MonitorId: %d \t ServiceId: %d \t StatusId: %s\n",iMonitorId,siServiceId,szStatusId);

}



TableIdDescription:

This property returns the table ID for the table specified by the acquired TableData object.

Syntax:

IntegerValue = TableData.TableId

Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.TableId)


C++ Sample:


short siTableId = pTableDataPtr->TableId;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t TableId: %d\n",iMonitorId,siServiceId,siServiceTableId,siTableId);

}

TableNameDescription:

This property returns the table name for the table specified by the acquired TableData object.



Syntax:

StringValue = TableData.TableName

Property Type:

VB: stringC++: BSTR

VB Sample:


MSF.Text = TableDataObject.TableName


C++ Sample:





char szTableName[81];ConvertBSTRToSTR(pTableDataPtr->TableName,szTableName);int siServiceId = pTableDataPtr->ServiceId;int siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId %d \t TableName: %s\n",iMonitorId,siServiceId,siServiceTableId,szTableName);

}



TimeZoneFailureCountDescription:

This property returns the TimeZoneFailureCount for the AOD table specified by the acquired TableData object.

Syntax:

LongValue = TableData.TimeZoneFailureCount

Property Type:


VB Sample:


MSF.Text = Str(TableDataObject.TimeZoneFailureCount)


C++ Sample:


int iTimeZoneFailureCount = pTableDataPtr->TimeZoneFailureCount;short siServiceId = pTableDataPtr->ServiceId;short siServiceTableId = pTableDataPtr->ServiceTableId;

printf("MonitorId: %d \t ServiceId: %d \t ServiceTableId: %d \t TimeZoneFailureCount %d \n",iMonitorId,siServiceId,siServiceTableId,iTimeZoneFailureCount);

}

TouchedDescription:

This property returns the no of records in queue.



Syntax:

IntegerValue = TableData.Touched

WorkgroupData

The WorkgroupData class has the following properties:

• AcdCalls

• ActiveSeconds

• AgdCalls

• AodCalls

• ChatCalls

• ConferenceCalls

• ConsultationCalls

• CTICalls

• DidCalls

• EMailCalls

• HeldCalls

• HeldSeconds

• IdleSeconds

• InternalCalls

• InternalSeconds

• LoggedInSeconds

• ManualCalls

• ManualSeconds

• NotReadySeconds

• NumberOfCallbacks

• NumberOfRefusals



• NumberOfSuccesses

• OtherSeconds

• PreviewSeconds

• TransferredCalls

• Workgroup

• WorkgoupId

• WrapSeconds


Chapter 6

Collection Interfaces

The Collection Interfaces are passed through special functions found in the Monitor objects. These collections provide you with state information.

Collections objects in the OSMS API include the following:

• Agents

• AgentServices

• AmdSummaryByQueue

• DistListMailQueues

• FeedApplications

• Services

• Sites

• Tables

• Workgroups

Agents Collection

Description:

This code shows you how to traverse through an Agents Collection.

VB Sample:

Private Sub CmdActiveAgent_Click()Dim data As StringDim AgentsCollection As AgentsDim AgentItem As Agent

Set AgentsCollection = AgentMonitor.LoggedInAgents(Int(txtActiveAgent.Text), 0)

lstActiveAgent.ClearFor Each AgentItem In AgentsCollection

data = "Agent: " + AgentItem.UserId + " Index: " +Str(AgentItem.AgentIndex) + " Name: " + AgentItem.Name


6–2 | Collection Interfaces Aspect Software

lstActiveAgent.AddItem dataNextEnd Sub

C++ Sample:

IAgentsPtr Agents = NULL;IAgentPtr Agent = NULL;long lCount = 0;_variant_t vAgent ;_variant_t vIndex ;HRESULT hResult = NULL;

try {Agents = AgentMonitor->GetAgents();

if ((lCount = Agents->GetCount ()) > 0 ){

for ( int sIndex = 1 ; sIndex <= lCount ; sIndex++ )

{vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = Agents->raw_Item (vIndex,

&vAgent)) == S_OK ){

Agent = vAgent.pdispVal;printf("AgentIndex: %d\n",Agent->AgentIndex();

}}

}}



Aspect Software Collection Interfaces | 6–3

AmdSummaryByQueues Collection

Description:

This code shows you how to traverse through a AmdSummaryByQueues Collection.

VB Sample:

Private Sub CmdAmdSummaryByQueues_Click()Dim data As StringDim AmdSummaryByQueuesCollection As AmdSummaryByQueuesDim AmdSummaryByQueueItem As AmdSummaryByQueue

Set AmdSummaryByQueuesCollection =ServiceMonitor.GetSelfServiceSummaryMailQueues(1)

lstService.ClearFor Each AmdSummaryByQueueItem In AmdSummaryByQueuesCollectiondata = "Short: " + AmdSummaryByQueueItem.QueueNameShort +

" QueueId: " + Str(AmdSummaryByQueueItem.QueueId + " QueueIndex: " + Str(AmdSummaryByQueueItem.QueueIndex)


End Sub

C++ Sample:


try {AmdSummaryByQueues = ServiceMonitor->GetSelfServiceSummaryMailQueues(1);

if ((lCount = AmdSummaryByQueues->GetCount ()) > 0 ){




AmdSummaryByQueue = vService.pdispVal;



printf("QueueId: %d\n",AmdSummaryByQueue->QueueId();}

}}}


FeedApplications Collection

Description:

This code shows you how to traverse through a FeedApplications Collection.

VB Sample:

Private Sub CmdFeedApplications_Click()Dim data As StringDim FeedApplicationsCollection As FeedApplicationsDim FeedApplicationItem As FeedApplication

Set FeedApplicationsCollection = ServiceMonitor.GetFeedApplications(0, 1, 1)

lstService.ClearFor Each FeedApplicationItem In FeedApplicationsCollectiondata = "Short: " + FeedApplicationItem.ServiceNameShort + " Long:

" + FeedApplicationItem.ServiceNameLong + " Index: " + Str(FeedApplicationItem.ServiceId)

lstService.AddItem dataNextEnd Sub

C++ Sample:

IFeedApplicationsPtr FeedApplications = NULL;IFeedApplicationPtr FeedApplication = NULL;long lCount = 0;_variant_t vService;_variant_t vIndex ;HRESULT hResult = NULL;

try



{FeedApplications = ServiceMonitor->GetFeedApplications(0, 1, 1);

if ((lCount = FeedApplications->GetCount ()) > 0 ){


vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = FeedApplications->raw_Item


FeedApplication = vService.pdispVal;printf("ServiceId: %d\n",FeedApplication->ServiceId();

}}

}}


Services CollectionDescription:

This code shows you how to traverse through a Services Collection.

VB Sample:

Private Sub CmdServices_Click()Dim data As StringDim ServicesCollection As ServicesDim ServiceItem As Service

Set ServicesCollection = ServiceMonitor.GetServices("cellit", 1, 0, 0, 0, 0, 0)

lstService.ClearFor Each ServiceItem In ServicesCollectiondata = "Short: " + ServiceItem.ServiceNameShort + " Long: " +

ServiceItem.ServiceNameLong + " Index: " + Str(ServiceItem.ServiceId)

lstService.AddItem dataNextEnd Sub



C++ Sample:

IServicesPtr Services = NULL;IServicePtr Service = NULL;long lCount = 0;_variant_t vService;_variant_t vIndex ;HRESULT hResult = NULL;

try {Services = ServiceMonitor->GetServices("cellit", 1, 0, 0, 0, 0, 0);

if ((lCount = Services->GetCount ()) > 0 ){


vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = Services->raw_Item (vIndex,&vService)) == S_OK ){

Service = vService.pdispVal;printf("ServiceId: %d\n",Service->ServiceId();

}}

}}


Sites Collection

Description:

This code shows you how to traverse through a Sites Collection.

VB Sample:

Private Sub CmdSites_Click()Dim data As StringDim SitesCollection As SitesDim SiteItem As Site

Set SitesCollection = ServiceMonitor.GetSites()



lstSites.ClearFor Each SiteItem In SitesCollection

data = "Id: " + Str(SiteItem.SitesId) + " Name: " + SiteItem.SiteName

lstSites.AddItem dataNextEnd Sub

C++ Sample:


try {Sites = ServiceMonitor->GetSites();





}}

}}




Tables CollectionDescription:

This code shows you how to traverse through a Tables Collection.

VB Sample:

Private Sub CmdTables_Click()Dim data As StringDim TablesCollection As TablesDim TableItem As TableDim ServiceId As Integer

Set TablesCollection = TableMonitor.GetTables(ServiceId)lstTables.ClearFor Each TableItem In TablesCollection

data = "Id: " + Str(TableItem.TableId) + " Name: " + TableItem.TableName

lstTables.AddItem dataNextEnd Sub

C++ Sample:

ITablesPtr Sites = NULL;ITablePtr Site = NULL;long lCount = 0;_variant_t vTable;_variant_t vIndex ;HRESULT hResult = NULL;short siServiceId = 2;

try {Tables = TableMonitor->GetTables(siServiceId);

if ((lCount = Tables->GetCount ()) > 0 ){


vIndex.vt = VT_I4 ;vIndex.intVal = sIndex; if ((hResult = Tables->raw_Item (vIndex,&vTable)) == S_OK ){

Table = vTable.pdispVal;printf("TableId: %d\n",Table->TableId();

}}

}}



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