Java Programmer's Guide and Reference

Information Item

An Information Item is a JavaBean that represents transient information in the telephony environment, such as a connection in a call, a party in a call, ACD Information, or Agent Information. The following Information Items are supported by this toolkit:

• ConnectionItem

  Represents a call at a specific Resource.

• PartyItem

  Represents the other party in a call for a specific ConnectionItem.

• AgentItem

  Represents an agent at a specific Resource.

• ACDItem

  Represents ACD information at a specific Resource.

Notes:

1. The Information Items are primarily used by the application to gather telephony information for presentation to the user of the application. They are also used as input parameters to various methods associated with Actions and Resources.

2. Changes in the information associated with the Information Items are reported by events associated with Actions and Resources.

3. The Information Items have properties only.

4. If there are two Resources in the application and a call is created between these Resources, each Resource has its own ConnectionItems (not the same object), as well as PartyItems for this call.

All properties of the Information Items (ConnectionItem, PartyItem, AgentItem, and ACDItem) have one or more of the following attributes:

Read (R)

Indicates that the bean provides a getProperty() method to read or query the specified property.

Write (W)

Indicates that the bean provides a setProperty(value) method to set or write the specified property for a particular action bean.

Transient (T)

Indicates that the setting of the value of the property is valid only during the instantiation of the bean.

ConnectionItem properties

All properties associated with a ConnectionItem are related to the information currently associated with a call at a specific Resource.

The ConnectionItem properties are:

name

Attributes: R, T

The name property indicates the name (telephone number) of the Resource that is the focus of this ConnectionItem. This property is the terminal property or address property of the Resource.

lineResource

Attributes: R, T

The lineResource property indicates the Resource where this ConnectionItem exists.

dateCreated

Attributes: R, T

The dateCreated property indicates the time and date the ConnectionItem was created in relationship to the associated Resource. This time and date is different from the time and date the original call was created.

state

Attributes: R, T

The state property indicates the state of the Resource in the call.

Possible states are:

• RINGING 0: A call has been delivered to the Resource.
• TALKING 1: The Resource is actively involved in a call.
• DROPPED 2: The Resource is no longer associated with this call.
• HELD 3: The Resource has placed the call on hold.
• QUEUED 4: The call is currently queued at the Resource.
• FAILED 5: A call to or from the Resource has failed.
• INITIATED 6: The Resource is initiating a call.
• DIALING 7: The Resource is currently in the dialing phase of initiating a call.
• BRIDGED 8: The Resource is currently bridged into a call.
• UNKNOWN 9: The state of the Resource in the call is currently unknown.

The state property is not valid when the state is DROPPED.

otherPartiesInCall

Attributes: R, T

The otherPartiesInCall property specifies the other parties in the call. This property returns a list of PartyItems.

applicationCallData

Attributes: R, W, T

The applicationCallData property allows the application to specify application-specific information with the associated call.

This property is the same as the applicationCallData property for the KeyCallData Action and the applicationCallDataToUse property for an Action.

key

Attributes: R, T

The key property is the key associated with this connection.

This property is the same as the applicationCallData property for the KeyCallData Action and the applicationCallDataToUse property for an Action.

PartyItem properties

All properties associated with a PartyItem are related to the current information that is associated with the other parties in a call that are associated with a specific ConnectionItem.

The PartyItem properties are:

name

Attributes: R, T

The name property indicates the name (telephone number) of the party that is the focus of this PartyItem.

connectionItem

Attributes: R, T

The connectionItem property indicates the ConnectionItem where this PartyItem exists.

state

Attributes: R, T

The state property indicates the state of the Resource in the call.

Possible states are:

• RINGING 0: A call has been delivered to the Resource.
• TALKING 1: The Resource is actively involved in a call.
• DROPPED 2: The Resource is no longer associated with this call.
• HELD 3: The Resource has placed the call on hold.
• QUEUED 4: The call is currently queued at the Resource.
• FAILED 5: A call to or from the Resource has failed.
• INITIATED 6: The Resource is initiating a call.
• DIALING 7: The Resource is currently in the dialing phase of initiating a call.
• BRIDGED 8: The Resource is currently bridged into a call.
• UNKNOWN 9: The state of the Resource in the call is currently unknown.
• OFFERING 10: A call is being offered at this Resource.

The state property is not valid when the state is DROPPED.

AgentItem properties

All properties associated with an AgentItem are related to the information currently associated with an ACD Agent at a specific Resource. The AgentItem properties are:

name

Attributes: R, T

The name property specifies the name (telephone number) of the Resource with which the agent is associated.

lineResource

Attributes: R, T

The lineResource property specifies the Resource where this AgentItem exists.

state

Attributes: R, T

The state property indicates the state of the Resource in the call.

Possible states are:

• UNKNOWN 0: The state of the agent is not known.
• LOGGED_IN 1: The agent is logged into the ACD.
• LOGGED_OUT 2: The agent is logged out of the ACD (no longer associated with the ACD).
• NOT_READY 3: The agent is logged in but not ready to handle calls from the ACD.
• READY 4: The agent is logged in and is ready to handle calls from the ACD.
• WORK_NOT_READY 5: The agent is logged in but is not ready to handle calls from the ACD because it is still working on a previous call.
• WORK_READY 6: The agent is logged in and is ready to handle calls from the ACD.
• BUSY 7: The agent is busy with a call.

The state property is not valid when the state is LOGGED_OUT.

ACD

Attributes: R, T

The ACD property specifies the ACD associated with this agent.

identifier

Attributes: R, T

The identifier property specifies the agent identifier associated with this agent.

timeInState

Attributes: R, T

The timeInState property specifies the amount of time the agent has been in the current state.

activeSkills

Attributes: R, T

The activeSkills property is the list of currently active skills for this agent.

configuredSkills

Attributes: R, T

The configuredSkills property is the list of configured skills for this agent.

numberOfACDAddresses

Attributes: R, T

The numberOfACDAddresses property is the number of ACD addresses this agent is in.

numberOfPotentialCalls

Attributes: R, T

The numberOfPotentialCalls property is the number of calls that this agent might have to service.

ACDItem properties

All properties associated with an ACDItem are related to the information currently associated with an ACD at a specific Resource. The ACDItem properties are:

name

Attributes: R, T

The name property specifies the name of the ACD.

lineResource

Attributes: R, T

The lineResource property specifies the Resource where this ACDItem exists.

numberOfLoggedInAgents

Attributes: R, T

The numberOfLoggedInAgents property specifies the number of agents that are logged on to this ACD.

numberOfQueuedCalls

Attributes: R, T

The numberOfQueuedCalls property indicates the number of calls that are queued at this ACD.

oldestCall

Attributes: R, T

The oldestCall property specifies the ConnectionItem (call) that has been queued the longest at the ACD.

relativeLoad

Attributes: R, T

The relativeLoad property indicates the relative load of the ACD.

waitTime

Attributes: R, T

The waitTime property indicates the estimated waitTime for the next call to arrive at the ACD based on the load history.

ForwardItem properties

All properties associated with a ForwardItem are related to the information currently associated with Forwarding features at a specific resource. The ForwardItem properties are:

callFilter

Attributes: R, T

The callFilter property specifies the filter for this forward.

destination

Attributes: R, W, T

The destination property specifies the destination for this forward.

lineResource

Attributes: R, T

The lineResource property specifies the resource where this ForwardItem exists.

mode

Attributes: R, T

The mode property specifies the state of this forward.

specificCaller

Attributes: R, W, T

The specificCaller property specifies the caller to which this forward will be applied.

type

Attributes: R, T

The type property specifies the type of this forward.