javax.telephony.callcenter
Interface ACDManagerAddress
- All Superinterfaces:
- Address, CallCenterAddress
- public interface ACDManagerAddress
- extends CallCenterAddress
Introduction
The ACDManagerAddress
interface models an ACD management
control point that manages one or more Agent Groups. Calls
are presented to an ACDManagerAddress
so that it can
distribute those calls to agents logged into the Agent Groups managed by
this special address.
ACDManagerAddresses and other ACD Objects
When a call is placed to an ACDManagerAddress
, its implementation
routes that call to one or more Agent Groups, which are modeled by
ACDAddresses
. When an ACDAddress
receives the call
it may present that call to an available Agent in its Agent Group, or
it may queue the call until an Agent is available.
The ultimate destination of a call is a human at a phone terminal. This person
may have "sessions" active at different Agent Groups, each of which presents
her or him as an Agent in that Agent Group. An Agent is the recipient of a
call in an Agent Group and Agents are modeled as Agent
objects.
When an Agent is selected, the call is completed by a Connection
between the Call
object that originally involved the
ACDManagerAddress
and the Address
associated with
that Agent
. The ACDManagerConnection
and
ACDConnections
that modeled ACD call routing and queuing to that
point are then placed in a DISCONNECTED state.
ACDManagerAddresses differ from Addresses
Some important differences between ACDManagerAddress
and
Address
are:
- An
ACDManagerAddress
cannot have any Terminal
objects associated with it.
- An
ACDManagerAddress
is not a logical endpoint of a call in
the same sense as an Address
, rather it models a distribution
process whereby the selection of a logical endpoint is deferred.
ACDManagerConnections
associated with an
ACDAddress
do not enter into the CONNECTED state.
- An
ACDManagerAddress
is not returned on
Provider.getAddresses()
, but is available through
CallCenterProvider.getACDManagerAddresses()
- See Also:
ACDManagerConnection
,
ACDAddress
,
ACDManagerConnection
Method Summary |
ACDAddress[] |
getACDAddresses()
Returns the ACDAddess(es) associated at system administration
time with this ACDManagerAddress . |
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 |
getACDAddresses
public ACDAddress[] getACDAddresses()
throws MethodNotSupportedException
- Returns the
ACDAddess(es)
associated at system administration
time with this ACDManagerAddress
.
This method returns a null if no ACDAddress
is associated with
this ACDManagerAddress
.
It does not return the ACDAddress(es)
connected
to this ACDManagerAddress
in a Call
. That
information can be obtained through
the getACDConnection()
method on
ACDManagerConnection
.
- Returns:
- The ACDAddresses associated with this ACDManagerAddress.
- Throws:
MethodNotSupportedException
- This method is not supported by
the implementation.
Send comments to: JSR-43@ectf.org