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JSR-043: JTAPI-1.4 | ||||||||
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ACDAddress
interface models an
ACD Group for ACD systems.
A call placed to an ACDAddress
represents a call which is
being routed to an available agent logged into the ACD Group. In the
case where no agent is available, the ACDAddress
is queued
for a group of agents who are logged in to that ACD Group, but unavailable
to service that call. Calls are distributed to the agents in that group
based on their availability and other factors determined by the implementation.
Calls may be placed directly to an ACDAddress
or
the ACD mechanism can be relied upon to select a destination
ACDAddress
by placing the call to an
ACDManagerAddress
.
The ACDAddress
extends CallCenterAddress
with the
methods necessary to obtain ACD-specific information such as the Agent
objects associated with the ACDAddress
and a variety of call
queue methods to get information on calls queued at this address.
ACDAddress
and
ACDAddress
cannot have Terminal
objects
associated with it.
ACDAddress
is not a logical endpoint of a call in the
same sense as an Address
Rather, it models a queuing process
whereby the selection of a logical endpoint is deferred.
ACDConnections
to an ACDAddress
do not enter into
a CONNECTED state.
Provider.getAddresses()
, but is
available through CallCenterProvider.getACDAddresses()
ACDAddress
is modeled by an
ACDConnection
. That ACDConnection
may be
between a Call
object and the ACDAddress
or
it may exist between a ACDManagerConnection
and the
ACDAddress
, depending on whether the call was placed directly
to the ACDAddress
or whether it arrived indirectly through
the distribution mechanism from an ACDManagerAddress
.
ACDAddress
interface are
reported to AddressListener
methods.
In order to observe Agent
state changes for Agents
associated with an
ACDAddress
, an application must implement an ACDAddressListener
interface and associate it with the ACDAddress
, using the addListener
method on an ACDAddress
object.
JTAPI 1.2 applications may continue to use the deprecated
ACDAddressObserver
interface with its
AddressObserver.addressChangedEvent
method.
ACDConnection
,
CallCenterAddress
,
ACDAddressObserver
,
Address
Method Summary | |
ACDManagerAddress |
getACDManagerAddress()
Returns the ACDManagerAddess associated at system
administration time with this ACDAddress . |
Agent[] |
getLoggedOnAgents()
Returns the Agents logged into the ACDAddress. |
int |
getNumberQueued()
Returns the number of Calls queued at an ACDAddress. |
Call |
getOldestCallQueued()
Returns the oldest Call queued to an ACDAddress. |
int |
getQueueWaitTime()
Returns the estimated wait time for new Calls queued at an ACDAddress. |
int |
getRelativeQueueLoad()
Returns the relative load of an ACDAddress queue. |
Methods inherited from interface javax.telephony.callcenter.CallCenterAddress |
addCallObserver |
Methods inherited from interface javax.telephony.Address |
addAddressListener, addCallListener, addCallObserver, addObserver, getAddressCapabilities, getAddressListeners, getCallListeners, getCallObservers, getCapabilities, getConnections, getName, getObservers, getProvider, getTerminals, removeAddressListener, removeCallListener, removeCallObserver, removeObserver |
Method Detail |
public Agent[] getLoggedOnAgents() throws MethodNotSupportedException
MethodNotSupportedException
- This method is not supported
by the implementation.public int getNumberQueued() throws MethodNotSupportedException
MethodNotSupportedException
- This method is not supported by
the implementation.public Call getOldestCallQueued() throws MethodNotSupportedException
MethodNotSupportedException
- This method is not supported by
the implementation.public int getRelativeQueueLoad() throws MethodNotSupportedException
MethodNotSupportedException
- This method is not supported by
the implementation.public int getQueueWaitTime() throws MethodNotSupportedException
MethodNotSupportedException
- This method is not supported by
the implementation.public ACDManagerAddress getACDManagerAddress() throws MethodNotSupportedException
ACDManagerAddess
associated at system
administration time with this ACDAddress
.
This method returns a null if no ACDAddress
.
It does not return the ACDManagerAddress
connected to this
ACDAddress
in a Call
. That information can be
obtained through the getACDManagerConnection()
method on
ACDConnection
.
MethodNotSupportedException
- This method is not supported by
the implementation.
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JSR-043: JTAPI-1.4 | ||||||||
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