Uagent Ocx

uAgent OCX
Developer Series
Altitude uCI 7.1
Altitude Software
Tel. +351-21-4129800
Fax. +351-21-4129890
info@altitude.com
www.altitude.com
First released: 2003-11

Last revised: 2009-06
Published: 2010-03-31
Contents
uAgent OCX.....................................................................................................................7
How uAgent OCX works...................................................................................................................7
How to set up the uAgent OCX.........................................................................................................7
uAgent OCX return codes.................................................................................................................8
Arrays................................................................................................................................................8
Properties of uAgent OCX User Control...........................................................................................9
Properties of uAgent OCX Timer......................................................................................................9
New functionality...........................................................................................................11
New functionality in Altitude uCI 7.1.............................................................................................11
New functionality in Easyphone 5.1................................................................................................15
How to upgrade older programs..................................................................................17

Upgrading from Altitude uCI 6.2 to Altitude uCI 7.1.....................................................................17
Upgrading EpTalkControl from Altitude uCI 6.1 to Altitude uCI 6.2.............................................17
Upgrading EpTalkControl from Easyphone 5.1 to Altitude uCI 6.1...............................................18
Upgrading EpTalkControl from Easyphone 4.04 to Easyphone 5.1...............................................19
Main methods................................................................................................................20
global_dial.......................................................................................................................................20
login.................................................................................................................................................20
logout...............................................................................................................................................20
get_acd.............................................................................................................................................21
get_agent_info.................................................................................................................................21
get_user_id.......................................................................................................................................22
exit_talk...........................................................................................................................................23
get_default_extension......................................................................................................................23
get_login_name...............................................................................................................................23
get_full_name..................................................................................................................................23
get_extension...................................................................................................................................23
set_extension....................................................................................................................................24
get_password...................................................................................................................................24
change_password.............................................................................................................................24
get_callcenter_timezone..................................................................................................................24
get_not_ready_reasons....................................................................................................................25
get_last_error...................................................................................................................................25
get_session.......................................................................................................................................25
set_site.............................................................................................................................................26
get_site_info....................................................................................................................................26
release_session.................................................................................................................................26
Campaign methods........................................................................................................27
get_campaign_info..........................................................................................................................27
open_campaign................................................................................................................................27
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uAgent OCX
close_campaign...............................................................................................................................28
get_campaign_name........................................................................................................................28
get_campaigns.................................................................................................................................28
get_campaign_agents_list................................................................................................................29
get_from_field.................................................................................................................................30
is_phone_op_pending......................................................................................................................30
get_message_of_the_day.................................................................................................................30
set_not_ready...................................................................................................................................31
set_ready..........................................................................................................................................31
sign_off............................................................................................................................................31
sign_on.............................................................................................................................................31
start_session.....................................................................................................................................32
Telephony methods........................................................................................................33
answer..............................................................................................................................................33
blind_transfer...................................................................................................................................33
clear.................................................................................................................................................34
conference........................................................................................................................................34
extend...............................................................................................................................................34
dial...................................................................................................................................................35
get_blind_data.................................................................................................................................36
get_dnis............................................................................................................................................36
get_phone_number..........................................................................................................................36
get_phone_state...............................................................................................................................37
hangup.............................................................................................................................................37
hold..................................................................................................................................................37
retrieve.............................................................................................................................................38
supervisor_help................................................................................................................................38
transfer.............................................................................................................................................38
send_DTMF.....................................................................................................................................39
enqueue_call....................................................................................................................................39
dequeue_call....................................................................................................................................40
query_queue_position......................................................................................................................40
start_record......................................................................................................................................41
stop_record......................................................................................................................................41
Data interaction methods..............................................................................................42

answer_data_interaction..................................................................................................................42
get_data_interaction_state...............................................................................................................42
clear_data_interaction......................................................................................................................42
restart_data_transaction...................................................................................................................43
count_outgoing_mails_gui..............................................................................................................43
create_data_interaction....................................................................................................................43
destroy_data_interaction..................................................................................................................44
get_mails_in_queue.........................................................................................................................44
forward_gui.....................................................................................................................................44
pickup_mail.....................................................................................................................................45
query_email.....................................................................................................................................45
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query_email_document...................................................................................................................46
query_email_mime..........................................................................................................................46
get_bcc_field...................................................................................................................................47
get_cc_field.....................................................................................................................................47
get_subject_field..............................................................................................................................48
get_to_field......................................................................................................................................48
query_email_text_body...................................................................................................................48
query_email_attachments_info........................................................................................................49
store_email_mime...........................................................................................................................49
query_web.......................................................................................................................................50
reply_gui..........................................................................................................................................50
reply_all_gui....................................................................................................................................50
send_email_mime............................................................................................................................51
send_email_text...............................................................................................................................51
show_email_gui...............................................................................................................................52
edit_email_gui.................................................................................................................................52
open_browser_for_web_interaction_gui.........................................................................................53
remove_email..................................................................................................................................53
save_attachment...............................................................................................................................53
Data transaction methods.............................................................................................55

discard_data_transaction.................................................................................................................55
end_data_transaction.......................................................................................................................55
get_easy_code..................................................................................................................................56
get_preview_mode...........................................................................................................................56
get_timezone....................................................................................................................................56
in_node............................................................................................................................................57
load_contact.....................................................................................................................................57
new_call ..........................................................................................................................................58
new_contact.....................................................................................................................................58
reschedule_contact_with_failed_reason..........................................................................................59
select_contact...................................................................................................................................60
send_data.........................................................................................................................................60
set_call_type....................................................................................................................................60
set_timezone....................................................................................................................................61
start_script.......................................................................................................................................61
SQL methods.................................................................................................................62
cursor_close.....................................................................................................................................62
cursor_fetch.....................................................................................................................................62
cursor_nrows....................................................................................................................................62
cursor_open.....................................................................................................................................63
sql_execute......................................................................................................................................63
sql_select.........................................................................................................................................64
Can methods..................................................................................................................65
can_answer......................................................................................................................................65
can_answer_data_interaction...........................................................................................................65
can_blind_transfer...........................................................................................................................65
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uAgent OCX
can_clear..........................................................................................................................................66
can_clear_data_interaction..............................................................................................................66
can_conference................................................................................................................................66
can_dequeue_call.............................................................................................................................67
can_dial............................................................................................................................................67
can_discard_data_transaction..........................................................................................................67
can_end_data_transaction................................................................................................................68
can_enqueue_call.............................................................................................................................68
can_exit............................................................................................................................................68
can_extend.......................................................................................................................................68
can_get_campaigns..........................................................................................................................69
can_hangup......................................................................................................................................69
can_hold...........................................................................................................................................69
can_load_contact.............................................................................................................................70
can_login.........................................................................................................................................70
can_logout.......................................................................................................................................70
can_new_call...................................................................................................................................70
can_new_contact..............................................................................................................................71
can_retrieve......................................................................................................................................71
can_set_extension............................................................................................................................71
can_set_not_ready...........................................................................................................................72
can_set_ready..................................................................................................................................72
can_sign_off....................................................................................................................................72
can_sign_on.....................................................................................................................................73
can_start_record...............................................................................................................................73
can_start_script................................................................................................................................73
can_start_session.............................................................................................................................74
can_stop_record...............................................................................................................................74
can_supervisor_help........................................................................................................................74
can_transfer.....................................................................................................................................75
Events.............................................................................................................................76
CampaignActivated.........................................................................................................................76
CampaignAvailable..........................................................................................................................76
CampaignClosed..............................................................................................................................76
CampaignSuspended.......................................................................................................................77
CampaignUnavailable......................................................................................................................77
CampaignUnavailableSuspended....................................................................................................77
DataEvent........................................................................................................................................77
DataInteractionEvent.......................................................................................................................78
DataInteractionProgressEvent.........................................................................................................78
DataTransactionEnd........................................................................................................................79
ConnectionState...............................................................................................................................79
ExtensionCleared.............................................................................................................................80
FeatureInvoked................................................................................................................................80
FeatureProgress...............................................................................................................................80
PhoneEvent......................................................................................................................................81
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PhoneProgressEvent........................................................................................................................82
SendMailEvent................................................................................................................................83
SessionClearedEvent.......................................................................................................................83
SessionEvent....................................................................................................................................83
SessionPhoneEvent..........................................................................................................................85
UserMessage....................................................................................................................................85
uAgent OCX enumerated types...................................................................................86

OLE_AM_ERROR..........................................................................................................................86
OLE_COMMS_ERROR.................................................................................................................87
OLE_DB_ERROR...........................................................................................................................87
OLE_LC_ERROR...........................................................................................................................87
OLE_PBX_ERROR........................................................................................................................87
OLE_ETALK_ERROR....................................................................................................................89
OLE_RUNNER_ERROR................................................................................................................89
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uAgent OCX
uAgent OCX
uAgent OCX allows the user application to control the uAgent Windows functionality and hides the user application
from the complexity of managing sessions, campaigns, and other unnecessary details. uAgent OCX has the user
controls uAgent OCX and uAgent OCX Timer. uAgent OCX exports the functionality of the uAgent OLE Automation
server. uAgent OCX Timer allows you to access the telephony time of the active session. Agents can increase the
wrap-up time using uAgent OCX.
This document assumes technical knowledge of the following:
uAgent Windows
Visual Basic 6.0.
How uAgent OCX works

Recovery time
The recovery time defines the amount of time that the agent waits for uAgent OCX to recover the existing uAgent
Windows session. If the system crashes, uAgent OCX loses contact with the OLE Automation server, but the agent
is still logged in to the server.
The agent must execute a forced logout from uAgent OCX if there are any open sessions. After the agent logs out,
uAgent OCX stops responding to the ping requests of the Assisted Server. The server clears the state of the agent
and allows a new login operation after two minutes.
Campaigns without associated scripts
If a campaign does not have an associated script, you have access to the full functionality of uAgent OCX. However,
the following restrictions apply when you specify a script in the working campaign:
Data transaction operations are not available. The methods start_script (page 61),
end_data_transaction (page 55), and discard_data_transaction (page 55) return an error.
The operations set_timezone (page 61), get_timezone (page 56), get_easy_code (page 56),
select_contact (page 60), load_contact (page 57), new_call (page 58), new_contact (page 58),
and in_node (page 57) are not available and return an error.
uAgent OCX return codes

uAgent OCX asks the Assisted Server if the requested operation can be executed in that session. If the answer from
the Assisted Server is FALSE, the method returns ETALK_CAN_ERROR, avoiding more complex error messages.
How to set up the uAgent OCX

Install the Altitude Developer. Then, install the uAgent OCX. Drag the file uAgentOCX.ocx to the Visual Basic
toolbox.
Workstation requirements
The development workstation should have the following:
Windows operating system

uAgent Windows.
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Install the uAgent OCX

After installing the Altitude Developer, the setup of the uAgent OCX is typically located at C:\Program
Files\Altitude\Altitude uCI 7.1\Altitude Script Developer\project\uAgentOCX.
Run the setup to install the uAgent OCX, typically at C:\Program Files\uAgentOCX.
How to use the uAgent OCX
To use the uAgent OCX Control, you need to drag the file uAgentOCX.ocx to the Visual Basic toolbox to create
the controls uAgentOCXControl and uAgentOCXTimer. The file is typically located at C:\Program
Files\uAgentOCX\uAgentOCX.ocx.
uAgent OCX return codes

uAgent OCX asks the Assisted Server if the requested operation can be executed in that session. If the answer from
the Assisted Server is FALSE, the method returns ETALK_CAN_ERROR, avoiding more complex error messages.
All the functions of uAgent OCX return one of the elements of the enumerated type ACB_RETURN_CODE, as follows:
ETALK_OK
The operation succeeded.

ETALK_VB_ERROR
A run time error occurred.

ETALK_OLE_ERROR
An error occurred while connecting to the uAgent Windows Automation server.

ETALK_CAN_ERROR
The Assisted Server did not allow the operation.

ETALK_SET_EXT_ERROR
The method failed to set the extension of the agent.

ETALK_EXIT_ERROR
uAgent OCX failed to exit the uAgent Windows application.

ETALK_PRESENTATION_ERROR
The IPresentation object is missing.

ETALK_AGENT_ERROR
The IAgent object was not created or the agent is logged out.
ETALK_INCORRECT_CPG_ERROR
The name of the campaign is not valid or the campaign is not open.
ETALK_SESSION_ERROR
The parameter of the session is not valid. If the parameter is omitted, the session does not have telephony.
ETALK_CPG_ALREADY_OPEN_ERROR
The campaign was already open.
Arrays
The arrays of uAgent OCX must have the following properties:
Dimension
Dimension of the arrays. uAgent OCX uses two dimension arrays. Array indexes start at one.
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uAgent OCX
Output data
Arrays used to receive information. The arrays should be empty. uAgent OCX OLE server returns an error
message for filled arrays.
Attribute arrays record information. The methods end_data_transaction (page 55), new_contact (page
58), and load_contact (page 57) use the arrays. The contact and phone tables reflect the arrays of the attributes.
Properties of uAgent OCX User Control

To use uAgent OCX User Control, you need to drag the user control to your application. You must configure the
following properties in run time or in design time:
Logg As Boolean
If TRUE, generates basic log information.

error_logging As Boolean
If TRUE, adds error logs to the log file.

extra_logg As Boolean
If TRUE, generates extra log information.

message_logging As Boolean
If TRUE, displays uAgent OCX message windows.

filename As String
Asks for the path name of the uAgent OCX log file. If the path name is omitted, the property assumes the
default file name EpACBOcxLog.
talk_visible As Boolean
If TRUE, sets uAgent Windows visible on the workstation of the agent.

can_logg As Boolean
If TRUE, creates log files.

logg_fixed As Boolean
If FALSE, creates a new log file each time the program runs.
multilogin As Boolean
If TRUE, allows several agents to log in on the same computer.

server_instance As String
Mandatory. Assisted Server instance. For example, instance:1500 where instance is the host name of the
Assisted Server and 1500 is the port number of the instance.
Properties of uAgent OCX Timer

To use uAgent OCX Timer, you need to drag uAgent OCX Timer to your application. The functionality of uAgent
OCX Timer depends on uAgent OCX and should not be used without uAgent OCX. uAgent OCX controls the timer
automatically without interacting with the user application.
You must configure the following properties in run time or in design time:
font As StdFont
Label font of uAgent OCX Timer.

not_ready_reasons As string
Reason for uAgent OCX Timer to extend the wrap-up time of the agent.
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The properties below have colors that relate to the state of the session. You must also configure the properties in
run time or in design time:
phone_alerting_color
phone_cleared_color
phone_dialing_color
phone_extended_color
phone_hold_color
phone_pending_color
phone_routing_color
phone_setup_color
phone_talk_color
phone_wrapup_color
interaction_arriving_color
interaction_wrapup_color
interaction_cleared_color
interaction_cleared_delivered_color
As
As
As
As
As
As
As
As
As
As
As
As
As
As
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
OLE_COLOR
The colors of the properties are used to indicate the telephony and data interaction states. The uAgent OCX Timer
allows the agent to keep track of telephony and data interactions by displaying the interaction states. The interaction
states are properties. The uAgent OCX Timer window displays the following interaction states:
Ringing
Cleared
Dialing
Pending
On hold
Routing
Extended
Phone setup
Wrap-up
Talking
Phone caption
Data arrive
Data wrap-up
Data cleared and delivered.
How to increase the wrap-up time

uAgent OCX allows agents to increase the wrap-up time. If the phone state of the agent is PHS_DISCONNECTED or
the data interaction state is DIS_WRAPUP and the agent still has contact data, the agent must click the time label of
uAgent OCX Timer to stop the countdown.
uAgent OCX Timer stops in the following cases:
The call and data interaction are in wrap-up

The timer of the call has stopped and the wrap-up time of the data interaction is reached
The timer of the data interaction has stopped and the wrap-up time of the call is reached.
When the agent stops uAgent OCX Timer, the agent becomes not ready to receive calls until ending the current
session. When the session ends, the agent is automatically set ready and starts to receive calls again.
uAgent OCX queries the uCI Repository to find out the wrap-up time of a specific campaign. The query is made
only when a campaign is open to avoid fetching a new value when a new session arrives. If the supervisor changes
the wrap-up time without closing the campaign, the query to the database produces inconsistent information.
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uAgent OCX
New functionality
In Altitude uCI 6.1 and earlier, the uAgent OCX was called the EpTalkControl.
This section describes the new functionality introduced in Altitude uCI releases. The section does not describe small
changes to the uAgent OCX that do not introduce improved functionality.
New functionality in Altitude uCI 7.1

The uAgent OCX supports preview interactions using the following new events and methods:
SessionEvent
The new Boolean parameter i_PreviewMode is true if the session has preview data.
get_preview_mode
Retrieves the preview mode. If true, the session has a preview interaction.
reschedule_contact_with_failed_reason
Requests the automatic reschedule of a preview interaction for the contact. The possible reasons are busy,
machine, no answer, invalid number, modem, fax, line overflow, and rejected.
The following new events and methods provide general improvements:
campaign_unavailable
Indicates that a campaign was closed on the Assisted Server.

campaign_unavailable_suspended
Indicates that a campaign not open by the agent was suspended on the Assisted Server.
get_acd
Retrieves the directory number of the last ACD traversed by the call.
get_site_info
Retrieves information about the Assisted Server instances (sites) configured on the agent desktop, as stored
on the Windows registry of the agent computer.
send_dtmf
Sends a sequence of DTMF (dual tone multiple frequency) tones.

set_site
Sets the Assisted Server instance (site).

get_campaign_agents_list
Retrieves a list of agents related to a campaign.

Scripts can use the following new methods to retrieve and compose emails:
get_mails_in_queue
Returns the list of queued emails for all open campaigns.

get_to_field
Retrieves the header field To of the email.

get_from_field
Retrieves the header field From of the email.

get_bcc_field
Retrieves the header field Bcc of the email.
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get_cc_field
Retrieves the header field Cc of the email.

query_email_attachments_info
Returns the name, size, and MIME content type of the email attachments.
save_attachment
Saves an email attachment into a file.

store_email_mime
Stores an email in MIME format in the document manager.

remove_email
Removes an email from the document manager.

The uAgent OCX supports sessions with data interactions using the new methods below:
answer_data_interaction
Answers an alerting data interaction.

clear_data_interaction
Clears the data interaction.

get_data_interaction_state
Retrieves the state of the data interaction.

query_email
Retrieves email information for the session. If hasEmail is true, the output arguments emailId, mailFrom,
mailReplyTo, mailSubject, and mailArrived describe the email.
query_web
Retrieves information about the Web collaboration in the session. If hasWeb is true, the output arguments
webUrl, webSecret, webBrowser, and webPhoneNumber describe the Web collaboration.
Sessions can generate the following new or improved events:
DataInteractionEvent
Notifies that a data interaction event has occurred and reports the resulting data interaction status.
DataInteractionProgressEvent
Notifies that a pending data interaction operation has evolved.

SessionEvent
The new argument i_di_state reports the state of the data interaction. The new arguments i_hasMail
and i_hasWeb are true if the session has email data or Web collaboration data.
uAgent OCX scripts can also use the following new methods to create and destroy data interactions:
create_data_interaction
Creates a data interaction.

destroy_data_interaction
Destroys a data interaction.

query_queue_position
Retrieves the queue position and the expected waiting time for calls or data interactions.
The following methods are improved to also handle data interactions:
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uAgent OCX
get_agent_info
The new output arguments with_email and with_web are true if the agent has an email or a Web
collaboration. The new output arguments n_webs and n_emails have the number of queued Web
collaborations and emails for the agent.
get_campaign_info
The new output parameters n_emails and n_webs have the number of queued emails and Web collaborations
for the campaign.
blind_transfer
If the new argument sendDataInteraction is true, sends the email or Web collaboration data with the
call.
dial
call.
extend
call.
supervisor_help
call.
To handle a Web collaboration, scripts can use the new method below:
open_browser_for_web_interaction_GUI
Opens the browser for a Web collaboration.

To handle emails using the uAgent Windows email editor, scripts can use the following new methods and event:
count_outgoing_mails_GUI
Retrieves the number of outgoing email windows currently open on uAgent Windows.
edit_email_GUI
Edits a new email on uAgent Windows.

forward_GUI
Edits a forward email on uAgent Windows.

reply_GUI
Edits a reply email on uAgent Windows.

reply_all_GUI

show_email_GUI
Displays the received email on uAgent Windows.

SendMailEvent
Notifies that an email was sent.

Scripts can use the following new methods to retrieve and compose emails:
get_from_field
Retrieves the sender address configured for the campaign.

pickup_mail
Picks up the specified email from the campaign queue.

query_email_document
Retrieves email information for the specified email.

query_email_mime
Retrieves an email with the format MIME.
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query_email_text_body
Retrieves the text body of the specified email or the textual part of a MIME email.
send_email_mime
Sends an email in MIME format.

sent_email_text
Sends an email with a textual body.

Scripts that integrate with uBusiness can use the following new or improved methods:
end_data_transaction
Has the new parameter user_id, that identifies the uBusiness contact.
get_user_id
Retrieves the identifier of the contact on uBusiness.

new_contact
The method new_contact has two new arguments. If active is true, the reschedule information will be
applied to the contact. user_id is the identifier of the contact on uBusiness. If -1, the contact is not on
uBusiness.
The following new methods manipulate time zones for the contact and the contact center:
get_callcenter_timezone
Retrieves the time zone of the contact center.

get_timezone
Retrieves the time zone of the contact.

set_timezone
Sets the time zone of the contact.

The following new or improved methods and events improve telephony handling:
ExtensionCleared
Notifies that the extension of the agent is cleared, typically after a queued call is delivered.
SessionPhoneEvent
The event has the extra argument isEnqueued. If true, the call is enqueued.
dequeue_call
Removes a call from the campaign queue.

enqueue_call
Enqueues a call into the campaign queue, optionally specifying the handicap and the agent skills.
get_blind_data
Retrieves the blind data associated with the call.

is_phone_op_pending
Checks for pending telephony operations in a specific campaign.

The following new property, event, and methods provide general improvements:
server_instance
Holds the Assisted Server instance.

UserMessage
Notifies that the supervisor sent a message to the agent.

exit_talk
Exits uAgent Windows.

get_login_name
Retrieves the login name of the agent.
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uAgent OCX
get_password
Retrieves the encrypted password of the agent.

restart_data_transaction
Restarts the data transaction.

send_data
Sends data to another agent.

sign_off
Signs off the agent from the campaign.

sign_on
Signs on the agent to the campaign.

The following new methods check that the corresponding method can be invoked:
can_answer_data_interaction
can_clear_data_interaction
can_defer_next_call
can_dequeue_call
can_enqueue_call
can_exit
can_get_campaigns
can_launch_next_call
can_load_contact
can_new_call
can_new_contact
can_set_extension
can_sign_off
can_sign_on
can_start_script

The following new property provides improved functionality:
multilogin
If true, allows several agents to log in to the same computer.
New functionality in Easyphone 5.1

The following new event provides improved functionality:
CampaignAvailable
Indicates that a campaign is available on the Assisted Server.

The following methods provide new or improved functionality:
dial
The optional new parameter cpg_name specifies the target campaign. The optional new parameters attrs
and blinddata send data values or arbitrary data with the call.
extend
The new argument purpose is typically PURPOSE_EXTEND_DEFAULT, but on the Nortel switch you must
specify PURPOSE_EXTEND_TO_TRANSFER or PURPOSE_EXTEND_TO_CONFERENCE.
supervisor_help
Requests help from the supervisor by dialing or extending a call.
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get_agent_info
Retrieves information about the specified agent.

get_campaign_info
Retrieves information about the specified campaign.

get_message_of_the_day
Retrieves the message of the day.

get_not_ready_reasons
Retrieves the not ready reasons for agents.

set_not_ready
The new argument reason specifies why the agent becomes not ready.
release_session
Releases a session.
set_call_type
Associates a call type to the call.

The following new properties provide improved functionality:
Version
Version of the uAgent OCX.

logg_fixed
If false, creates a new log file each time the program runs. If true, uses the same log file.
can_logg
If true, creates log files.
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uAgent OCX
How to upgrade older programs

In Altitude uCI 6.1 and earlier, the API was called EpTalkControl.
To upgrade programs that use the uAgent OCX, you must revise and recompile your programs as described in this
section. The revised programs maintain functionality, but do not use the new functionality introduced in later releases.
Upgrading from Altitude uCI 6.2 to Altitude uCI 7.1

You only need to recompile programs that use the uAgentOCXTimer. You must revise programs that use the
uAgentOCXControl methods, events and enumerated values below:
easy_shutdown
Replaced by the event ConnectionState. Modify your program to handle the event ConnectionState
with the state CONN_STATE_FORCED_LOGOUT.
enqueue_call
No longer accepts the parameter extension. Remove the argument from calls to the method. If your program
uses the parameter extension, you must change the program logic to use the name of the agent.
SessionEvent
Has the new parameter i_PreviewMode. Modify your program to ignore or handle the new mode.
PhoneProgressEvent
The event arguments phoneReq and prog can have different values. The event no longer returns the values
PHR_ROUTED and PHP_OK_CALL_OVERFLOWED, but can return the new values PHR_AUTO_START_RECORD,
PHP_KO_FAILED_FAX, PHP_KO_FAILED_MODEM, PHP_OK_CALL_CONFERENCED and PHP_OK_CALL_ROUTED.
Upgrading EpTalkControl from Altitude uCI 6.1 to Altitude uCI 6.2

In Altitude uCI 6.1 the uAgentOCXControl was called TALKControl, and uAgentOCXTimer was called the
TALKTimer. You must revise programs that use the TALKControl methods and events below:
blind_transfer
Has the new argument sendDataInteraction. To maintain functionality, insert the argument False when
calling the method.
dial
Has the new argument sendDataInt. To maintain functionality, insert the argument False when calling
the method.
Has the new argument user_id. To maintain functionality, insert the argument -1 when calling the method.
extend
calling the method.
get_agent_info
Has the new output arguments with_email, with_web, n_webs, and n_emails. To maintain functionality,
pass extra variables when calling the method.
uAgent OCX
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17
get_campaign_info
Has the new output parameters n_emails and n_webs. To maintain functionality, pass extra variables when
calling the method.
new_contact
Has the new arguments active and user_id. To maintain functionality, insert the arguments True and -1
when calling the method.
SessionEvent
Has the new parameters i_di_state, i_hasMail and i_hasWeb. Modify your program to ignore or handle
the new data interaction states. Altitude uCI 7.1 also changes the event.
SessionPhoneEvent
Has the new parameter isEnqueue. Modify your program to ignore or handle the queuing state. Altitude
uCI 7.1 also changes the event SessionPhoneEvent.
start_data_transaction
Rename to start_script.
supervisor_help
calling the method.
You must revise programs that use the TALKTimer properties and methods below:
alerting_color
Rename to phone_alerting_color.
cleared_color
Rename to phone_cleared_color.
dialing_color
Rename to phone_dialing_color.
extended_color
Rename to phone_extended_color.
hold_color
Rename to phone_hold_color.
pending_color
Rename to phone_pending_color.
routing_color
Rename to phone_routing_color.
setup_color
Rename to phone_setup_color.
talk_color
Rename to phone_talk_color.
wrapup_color
Rename to phone_wrapup_color.
set_color
Has the new argument fromPhone. To maintain functionality, add the argument True when calling the
method.
Upgrading EpTalkControl from Easyphone 5.1 to Altitude uCI 6.1

You only need to recompile your program. In Easyphone 5.1 the uAgentOCXControl was called TALKControl,
and the uAgentOCXTimer was called TALKTimer.
18
2010-03-31
uAgent OCX
Upgrading EpTalkControl from Easyphone 4.04 to Easyphone 5.1

In Easyphone 4.04 the uAgentOCXControl was called TALKControl, and the uAgentOCXTimer was called
TALKTimer. You must revise the programs that use the TALKControl methods and events below:
dial
Has the extra optional arguments cpg_name, attrs, and blinddata. To maintain functionality if your
program uses multiple sessions, insert an empty campaign name when calling the method. Altitude uCI 6.2
also changes the method.
extend
Has the extra parameter purpose. To maintain functionality, insert the argument PURPOSE_EXTEND_DEFAULT
when calling the method. Altitude uCI 6.2 also changes the method.
init
No longer exists. To maintain functionality, remove all calls to the method.

set_not_ready
Has the extra parameter reason. To maintain functionality, insert an empty string as argument when calling
the function.
set_synch
No longer exists. To maintain functionality, remove all references to the property.

sql_execute
No longer has the parameter trans. To maintain functionality, remove the Boolean argument when calling
the method.
uAgent OCX
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19
Main methods
The main methods return information about the agent, handle uAgent Windows, and hold error handling functions.
global_dial
Dials a number and returns a new session.
Public Function global_dial(
[in]phone
As String,
[out]sess_num As Integer ) As ACB_RETURN_CODE
The session has only telephony components.

Parameters
phone
Number to dial.
sess_num
Index of the new session in the global session array.
login
Logs in the agent to the Assisted Server.
Public Function login
[in]usr
[in]passwd
[in]recovery_time
(
As String,
As String,
As Long, ) As ACB_RETURN_CODE
Parameters
usr
Name of the agent registered on the Assisted Server.

passwd
Password of the agent.

recovery_time
Amount of time that the agent waits for uAgent OCX to recover from an interaction in uAgent Windows.
logout
Logs out the agent from the Assisted Server.
Public Function logout ()
20
2010-03-31
As ACB_RETURN_CODE
uAgent OCX
get_acd
Retrieves the directory number of the last ACD traversed by the call.
Public Function get_acd (
acd
As String,
sess_num As Variant[Integer]) As ACB_RETURN_CODE
Parameters
acd
Last ACD traversed by the call.

sess_num
Optional. Index of the session in the global session array. If the parameter is omitted, the method uses the
latest telephony session, when existing, or the latest session created.
get_agent_info
Retrieves information about the specified agent.
Public Function get_agent_info (
[in]agent
As String,
[out]ag_type
As OCX_AGENT_TYPE,
[out]logged
As Boolean,
[out]ext
As String,
[out]ready
As Boolean,
[out]wrapup
As Boolean,
[out]working
As Boolean,
[out]with_ph_call
As Boolean,
[out]with_email
As Boolean,
[out]with_web
As Boolean,
[out]with_preview
As Boolean,
[out]n_calls
As Long,
[out]n_webs
As Long,
[out]n_emails
As Long,
[out]avg_work
As Long,
[out]n_skills
As Long,
[out]skill_names() As String,
[out]skill_values() As Double ) As ACB_RETURN_CODE
Parameters
agent
Name of the agent.

ag_type
Type of agent.
logged
If TRUE, the agent is logged.

ext
Extension of the agent.

ready
If TRUE, the agent is ready.

wrapup
If TRUE, the agent is in wrap-up.
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Working
If TRUE, the agent has a data interaction.

with_ph_call
If TRUE, the agent has a phone call.

with_email
If TRUE, the agent has an email interaction.

with_web
If TRUE, the agent has a Web collaboration.

with_preview
If TRUE, the agent has a preview interaction.

n_calls
Number of calls queued.

n_webs
Number of Web collaborations queued.

n_emails
Number of email interactions queued.

avg_work
Average duration of the data transaction.

n_skills
Number of agent skills.

skill_names
Array with the skill names.

skill_values
Array with the skill values.

The types of agents are the following:
Public Enum OCX_AGENT_TYPE
AGTYPE_AGENT
= 0,
AGTYPE_SUPERVISOR
= 1,
AGTYPE_IVR
= 2,
AGTYPE_ADMINISTRATOR = 3,
AGTYPE_ROUTING
= 4,
AGTYPE_WALLBOARD
= 5,
AGTYPE_THIRDPARTY
= 6,
AGTYPE_SCHEDULER
= 7
End Enum
get_user_id
Retrieves the identifier of the contact on uBusiness.
Public Function get_user_id (
[out]userId
As Long,
[in]sess_num As Variant[Integer] ) As ACB_RETURN_CODE
Parameters
userId
Identifier of the CRM user.

sess_num
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uAgent OCX
exit_talk
Exits uAgent Windows.
Public Function exit_talk() As ACB_RETURN_CODE
get_default_extension
Retrieves the default extension of the agent.
Public Function get_default_extension (
[out]ext As String ) As ACB_RETURN_CODE
Parameters
ext
Default extension of the agent.
get_login_name
Retrieves the login name of the agent.
Public Function get_login_name (
[out]loginName As String ) As ACB_RETURN_CODE
Parameters
loginName
Login name of the agent.
get_full_name
Retrieves the full name of the agent.
Public Function get_full_name (
[out]full_name As String ) As ACB_RETURN_CODE
Parameters
full_name
Full name of the agent.
get_extension
Retrieves the current extension of the agent.
Public Function get_extension (
[out]ext As String ) As ACB_RETURN_CODE
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Parameters
ext
Current extension of the agent.
set_extension
Sets the extension of the agent.
Public Function set_extension (
[in]extension As Variant[String] ) As ACB_RETURN_CODE
Parameters
extension
Optional. Extension of the agent. If the parameter is omitted, the function assumes the default extension of
the agent.
get_password
Retrieves the encrypted password of the agent.
Public Function get_password (
[out]password As Sring ) As ACB_RETURN_CODE
Parameters
password
Password of the agent, encrypted.
change_password
Changes the password of the agent.
Public Function change_password (
[in]old_passwd As String,
[in]new_passwd As String ) As ACB_RETURN_CODE
Parameters
old_passwd
Old password.
new_passwd
New password.
get_callcenter_timezone
Retrieves the time zone of the contact center.
Public Function get_callcenter_timezone (
[out]tzName As String ) As ACB_RETURN_CODE
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uAgent OCX
Parameters
tzName
Abbreviation of the contact center time zone.
get_not_ready_reasons
Retrieves the not ready reasons for agents.
Public Function get_not_ready_reasons (
[out]reasons() As String ) As ACB_RETURN_CODE
Parameters
reasons
Array of not ready reasons.
get_last_error
Retrieves the last error.
Public Function get_last_error (
[out]err_num
As Variant[Long],
[out]err_desc As Variant[String]) As ACB_RETURN_CODE
Parameters
err_num
Optional. Code number of the last error.

err_desc
Optional. Textual description of the last error.
get_session
Retrieves the session object.
Public Function get_session (
[out]Session As Object,
The session object is the entity that handles the conversation with voice, data, or related voice and data.
Parameters
Session
Session object of the session.

sess_num
Optional. Identifier of the session.
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set_site
Sets the site on the Assisted Server.
Public Function set_site (
[in]site As String ) As ACB_RETURN_CODE
Parameters
site
Retrieves the available sites.
get_site_info
Retrieves information about the site.
Public Function get_site_info(
[out]sites()
As String,
[out]default_site
As String,
[out]can_change_site As Boolean ) As ACB_RETURN_CODE
Parameters
sites
Retrieves the list of sites.
default_site
Retrieves the default site.
can_change_site
If TRUE, the agent can select the site.
release_session
Frees the session.
Public Function release_session (
[in]sess_num As Variant[Integer] ) As Integer
Parameters
sess_num
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uAgent OCX
Campaign methods
Campaign methods handle the calls in the campaign.
get_campaign_info
Retrieves information about the specified campaign.
Public Function get_campaign_info (
[in]campaign
As String,
[out]n_ag_log
As Long,
[out]n_ag_ready
As Long,
[out]n_ag_idle
As Long,
[out]n_calls
As Long,
[out]n_emails
As Long,
[out]n_webs
As Long,
[out]n_ag_avail
As Long,
[out]n_ag_wrap
As Long,
[out]avg_work
As Long ) As ACB_RETURN_CODE
Parameters
campaign
Name of the campaign.

n_ag_log
Number of logged agents.

n_ag_ready
Number of ready agents.

n_ag_idle
Number of idle agents.

n_calls
Number of calls queued.

n_emails
Number of email interactions queued.

n_webs
Number of Web interactions queued.

n_ag_avail
Number of agents available.

n_ag_wrap
Number of agents in wrap-up.

avg_work
Average duration of the data transaction.
open_campaign
Opens the campaign.
Public Function open_campaign (
[in]cpg_name
As Variant[String],
[out]list_attrs() As String ) As ACB_RETURN_CODE
uAgent OCX
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27
The campaign must be closed and the agent must be signed in. The parameter attrs retrieves the campaign attributes
referred in a call. Otherwise, the campaign attributes will be ignored.
Parameters
cpg_name

list_attrs
Array with the name and value of the campaign attributes.
close_campaign
Closes the campaign.
Public Function close_campaign (
[in]cpg_name As Variant[String]) As ACB_RETURN_CODE
The function closes the campaign indicated in cpg_name. If the campaign is not open, the request will not be made
to the Assisted Server.
Parameters
cpg_name
Name of the campaign to close.
get_campaign_name
Requests for the name of the campaign.
Public Function get_campaign_name (
[out]cpg_name As Variant[String],
[in]sess_num
As Variant[Integer] ) As ACB_RETURN_CODE
Parameters
cpg_name

sess_num
get_campaigns
Displays the list of campaigns.
Public Function get_campaigns (
[out]cpg_array() As String,
[out]cpg_active() As Boolean ) As ACB_RETURN_CODE
Parameters
cpg_array
Array with the name of the campaigns.
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uAgent OCX
cpg_active
Status of the campaign related to the agent.
get_campaign_agents_list
Retrieves a list of agents related to a campaign.
Sub get_campaign_agents_list(
[in]cpgName
As String,
[out]agent_name() As String,
[out]agent_type() As OCX_AGENT_TYPE,
[out]agent_state() As Boolean) As ACB_RETURN_CODE
Parameters
cpgName
Name of the campaign to query.

agent_name
1-dimensional array with the names of the agents.

agent_type
1-dimensional array with the types of the agents.

agent_state
2-dimensional array with the states of the agents. For example, if agent_state(4,1) is true, the agent
agent_name(4) has telephony.
The possible values of OCX_AGENT_TYPE are the following:
AGTYPE_AGENT
AGTYPE_SUPERVISOR
AGTYPE_IVR
AGTYPE_ADMINISTRATOR
AGTYPE_ROUTING
AGTYPE_WALLBOARD
AGTYPE_THIRDPARTY
AGTYPE_RESERVED
The order of the columns in the array agent_state are as follows:

1
If true, the campaign agent is ready.
2
If true, the campaign agent is in wrap-up.
3
If true, the campaign agent has a data transaction.
4
If true, the campaign agent has telephony.
5
If true, the campaign agent has an email interaction.
6
If true, the campaign agent has a Web collaboration.
7
If true, the campaign agent has a preview interaction.
uAgent OCX
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get_from_field
Retrieves the sender address configured for the campaign.
Public Function get_from_field (
[in]email As Variant[String],
[out]from As String,
[in]sess_num as Variant[Integer]) As ACB_RETURN_CODE
Parameters
email
Email of the campaign.

from
Name of the field to register the sent emails.

sess_num
is_phone_op_pending
Checks for pending telephony operations in a specific campaign.
Public Function is_phone_op_pending (
[in]campaignName As String,
[out]pending
As Boolean ) As ACB_RETURN_CODE
Parameters
campaignName

pending
If TRUE, the campaign has a pending telephony operation.
get_message_of_the_day
Retrieves the message of the day.
Public Function get_message_of_the_day (
[out]msgDay As String,
[in]cpg_name As Variant[String] ) As ACB_RETURN_CODE
Parameters
msgDay
Message of the day. The message is a concatenated string of instance, agent, and team.
cpg_name
Optional. Name of the campaign related to the message of the day.
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uAgent OCX
set_not_ready
Sets the agent not ready in a campaign.
Public Function set_not_ready (
[in]reason
As String,
If the campaign parameter cpg_name is empty, the Assisted Server sets the agent not ready in all the campaigns
opened by the agent.
Parameters
reason
Not ready reason to send to the server.

cpg_name
Optional. Name of the campaign where the agent is set not ready.
set_ready
Sets the agent ready in all open campaigns.
Public Function set_ready (
[in]cpg_name As Variant ) As ACB_RETURN_CODE
Parameters
cpg_name
Name of the campaign where the agent is set ready.
sign_off
Signs off the agent from the campaign.
Public Function sign_off (
[in]now
Parameters
campaignName

now
Optional. If TRUE, the sign off is performed regardless of the agent status.
sign_on
Signs in the agent to the campaign.
Public Function sign_on (
[in]now
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2010-03-31
31
Parameters
campaignName

now
Optional. If TRUE, the sign on is performed regardless of the agent status.
start_session
Starts a new session with associated data.
Public Function start_session (
[in]cpg_name
As Variant[String],
[out]sess_num As Variant[Integer] ) As ACB_RETURN_CODE
Parameters
cpg_name

sess_num
Index of the session in the global session array.
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uAgent OCX
Telephony methods
Telephony methods handle telephony interactions.
answer
Answers an interaction in the session.
Public Function answer (
Parameters
sess_num
blind_transfer
Requests a blind transfer.
Public Function blind_transfer (
[in]agent
As String,
[in]ext
As String,
[in]cpg_name
As Variant[String],
[in]send_DataInteraction As Boolean,
[in]attrs()
As String,
[in]blindData ()
As Variant,
[in]sess_num
The method is only available in the same instance of the Assisted Server.
Parameters
agent
Name of the destination agent or an empty string.

ext
Extension of the destination agent or an empty string.

cpg_name
Name of the destination campaign or an empty string.

send_DataInteraction
If TRUE, sends email or Web collaboration data.

attrs

blindData
Array of bytes with the blind data of the call.

sess_num
uAgent OCX
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33
clear
Clears a call.
Public Function clear (
The method finishes the wrap-up and ends the session if the session does not have data. If the session has data, the
method keeps the data until the transaction ends or is discarded.
Parameters
sess_num
conference
Requests a conference call.
Public Function conference (
Parameters
sess_num
extend
Extends a call.
Public Function extend (
[in]agent
[in]ext
[in]cpg_name
[in]sendDataInteraction
[in]attrs()
[in]blinddata()
[in]purpose
[in]sess_num)
As
As
As
As
As
As
As
As
String,
String,
Variant[String],
String,
String,
Byte,
OCX_EXTEND_PURPOSE,
Variant[Integer] ) As ACB_RETURN_CODE
The method is only available in the same instance of the Assisted Server.
Parameters
agent
Name of the destination agent or an empty string.

ext
Extension of the destination agent or an empty string.

cpg_name
Campaign to extend the call or an empty string.
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uAgent OCX
sendDataInteraction

attrs
Array with the name and value of the campaign attributes or an empty array.
blinddata
Array of bytes with the blind data call of the call or an empty array.
purpose
Extend mode for transfer or conference, as shown below.

sess_num
The extend modes are the following:
Public Enum OCX_EXTEND_PURPOSE
PURPOSE_EXTEND_DEFAULT
= 0,
PURPOSE_EXTEND_TO_TRANSFER
= 1,
PURPOSE_EXTEND_TO_CONFERENCE = 2
End Enum
dial
Makes a call.
Public Function dial (
[in]phone
As String,
[in]cpg_name
As Variant[String],
[in]session_num
As Variant[Integer],
[in]send_DataInt As Variant[Boolean],
[in]attrs()
As Variant[String]
[in]blinddata()
As Variant[Byte]) As ACB_RETURN_CODE
Parameters
phone
Phone number to dial.

cpg_name
Optional. Name of the destination campaign.

sess_num
send_DataInt

attrs
Optional. Array with the name and value of the campaign attributes.
blinddata
Optional. Array of bytes with blind data of the call.
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35
get_blind_data
Retrieves the blind data associated with the call.
Public Function get_blind_data (
[out]blindData() As Byte,
[in]sess_num
As Variant[Integer]) As ACB_RETURN_CODE
Parameters
blindData
Array of bytes with blind data.

sess_num
get_dnis
Retrieves the DNIS.
Public Function get_dnis (
[out]dnis
As String,
[in]sess_num As Variant[String] ) As ACB_RETURN_CODE
Parameters
dnis
Dialed Number Identification Service.

sess_num
get_phone_number
Retrieves the phone number.
Public Function get_phone_number (
[out]phone_number As String,
[in]sess_num
Parameters
phone_number
Phone number associated with the session.

sess_num
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uAgent OCX
get_phone_state
Retrieves the state of the call.
Public Function get_phone_state (
[out]phstate As OCX_PHONE_STATE,
Parameters
phstate
State of the current call. Returns one type of OCX_PHONE_STATE, as shown below.
sess_num
The phone states are as follows:
Public Enum OCX_PHONE_STATE
PHS_ALERTING
PHS_CONNECTED
PHS_HELD
PHS_EXTENDED
PHS_DIALING
PHS_DISCONNECTED
PHS_CLEARED
PHS_DIAL_REQUEST_PENDING
PHS_ROUTING
PHS_SETUP
End Enum
=
=
=
=
=
=
=
=
=
=
0,
1,
2,
3,
4,
5,
6,
7,
8,
9
hangup
Hangs up the call.
Public Function hangup (
Parameters
sess_num
hold
Puts a call on hold.
Public Function hold (
Parameters
sess_num
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2010-03-31
37
retrieve
Retrieves an extended call or a call on hold.
Public Function retrieve (
Parameters
sess_num
supervisor_help
Requests help from the supervisor.
Public Function supervisor_help (
[in]cpg_name
As Variant[String],
[in]sendDataInteraction As Boolean,
[in]attrs()
As String,
[in]blindData()
As Byte,
[in]sess_num
The call is extended to the supervisor.

Parameters
cpg_name
Name of the campaign to transfer the call or an empty string.

sendDataInteraction

attrs
Array with the name and value of the campaign attributes or an empty array.
blindData
Array of bytes with the blind data of the call or an empty array.
sess_num
transfer
Transfers a call.
Public Function transfer (
The call associated with the session must be extended and the transfer only carries voice, even if the session has
associated data.
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uAgent OCX
Parameters
sess_num
send_DTMF
Sends a sequence of DTMF tones.
Public Function send_DTMF (
[in]digits
As String,
Parameters
digits
Sequence of telephony tones.
sess_num
enqueue_call
Enqueues a call into the campaign queue.
Public Function enqueue_call (
[in]agent
As String
[in]cpg_name
As Variant[String]
[in]attrs
As String
[in]handicap
As Long
[in]skillNames As String
[in]skillValues As Double
[in]sess_num
Parameters
agent
Name of the agent to transfer the call.

cpgName

attrs
Array with the name and value of the phone values.

handicap
Handicap of the enqueued call.

skillNames
Array with the name of the skills.

skillValues
Array with the skill values minimum and weight.

sess_num
uAgent OCX
2010-03-31
39
dequeue_call
Removes a call from the campaign queue.
Public Function dequeue_call (
[in]reason
As OCX_DEQUEUE_REASON,
The campaign must have a dequeue reason.

Parameters
reason
Dequeue reason, as shown below.

sess_num
Optional. Identifier of the session. If the parameter is omitted, the method uses the session with data interaction
in wrap-up or returns an error if more than one session is in wrap-up.
The dequeued reasons are as follows:
Public enum OCX_DEQUEUE_REASON
DEQ_REASON_NONE,
DEQ_REASON_ABANDON,
DEQ_REASON_OVERFLOW,
DEQ_REASON_REJECT
End enum
query_queue_position
Retrieves the queue position and the expected waiting time.
Public Function query_queue_position(
[in]from_phone
As Boolean
[in]DI_id
As Long
[out]pos
As Long
[out]expected_Waiting_Time As Long
[in]sess_num
As Variant ) As ACB_RETURN_CODE
Parameters
from_phone
If TRUE, queries the position of the call. If FALSE, queries the position of the data interaction.
DI_id
Identifier of the data interaction.

pos
Position of the call in the queue.

expected_Waiting_Time
Waiting time, in tenths of seconds, for the call to be handled by an agent.

sess_num
Optional. Identifier of the session. If the parameter is omitted, the method uses the latest telephony session,
when existing, or the latest session created.
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uAgent OCX
start_record
Records a call.
Public Function start_record (
[in]sess_num
Parameters
sess_num
stop_record
Stops recording a call.
Public Function stop_record (
Parameters
sess_num
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Data interaction methods

Data interaction methods handle email and Web collaboration interactions.
answer_data_interaction
Answers a data interaction.
Public Function answer_data_interaction (
Parameters
sess_num
session with data interaction in wrap-up or returns an error if more than one session is in wrap-up.
get_data_interaction_state
Retrieves the state of the data interaction.
Public Function get_data_interaction_state (
[out]currentState As OCX_DATA_INTERACTION_STATE,
[in]sess_num
Parameters
currentState
State of the data interaction. Returns one type of OCX_DATA_INTERACTION_STATE, as shown below.
sess_num
The states of the data interaction are as follows:
Public Enum OCX_DATA_INTERACTION_STATE
DIS_ALERTING
= 0,
DIS_WRAPUP
= 1,
DIS_CLEARED
= 2,
DIS_CLEARED_DELIVERED = 3
End Enum
clear_data_interaction
Clears the data interaction.
Public Function clear_data_interaction (
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uAgent OCX
Parameters
sess_num
restart_data_transaction
Restarts the data transaction.
Public Function restart_data_transaction (
[in]attrs()
As String
[in]campaignName As String
[in]sess_num
Parameters
attrs
Array with the name and value of the attributes.

campaignName

sess_num
count_outgoing_mails_gui
Retrieves the number of outgoing email windows currently open.
Public Function count_outgoing_mails_GUI (
[out]number_mails As Long,
[in]sess_num
Parameters
number_mails
Number of outgoing emails.

sess_num
create_data_interaction
Creates a data interaction.
Public Function create_data_interaction (
[in]agentName
As String,
[in]cpgName
As String,
[in]attributes()
As String,
[in]interactionId As Long,
[in]sess_num
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Parameters
agentName
Name of the destination agent.

cpgName
Name of the destination campaign.

attributes
Attributes passed with the data interaction.

interactionId

sess_num
destroy_data_interaction
Destroys the data interaction created by the method create_data_interaction (page 43).
Public Function destroy_data_interaction (
[in]interactionId As Long,
[in]sess_num
Parameters
interactionId

sess_num
get_mails_in_queue
Returns the list of emails for all open campaigns.
Public Function get_mails_in_queue (
[out]mail_IDs() As Long,
[out]mail_data() As String ) As ACB_RETURN_CODE
Parameters
mail_IDs
1-dimensional array that contains email identifiers.
mail_data
2-dimensional array that contains the email fields From, Date, and Subject.
forward_gui
Edits a forward email on uAgent Windows.
Public Function forward_GUI (
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Parameters
sess_num
pickup_mail
Picks up the specified email.
Public Function pickup_mail (
[in]emailId As Long,
Parameters
emailId
Identifier of the email.

sess_num
query_email
Retrieves email information for the session.
Public Function query_email (
[out]hasMail
As Boolean,
[out]emailId
As Long,
[out]mailFrom
As String,
[out]mailReplyTo As String,
[out]mailSubject As String,
[out]mailArrived As Date,
[in]sess_num
Parameters
hasMail
If TRUE, the session has an email associated.

emailId

mailFrom
Name of the email sender.

mailReplyTo
Name of the email recipient.

mailSubject
Topic of the email.

mailArrived
Date of the email arrival.

sess_num
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query_email_document
Retrieves email information for the specified email.
Public Function query_email_document (
[in]emailId
As Long,
[out]hasMiME
As Boolean,
[out]hasTextBody
As Boolean,
[out]created
As Date,
[out]toAddr
As String,
[out]from
As String,
[out]subject
As String,
[out]isReceived
As Boolean,
[out]acknowledgeGiven As Boolean,
[out]status
As Long,
[out]isRecovering
As Boolean,
[in]sess_num
Parameters
emailId

hasMiME
If TRUE, the email has a MIME body.

hasTextBody
If TRUE, the email has text body.

created
Date of the email creation.

toAddr
Name of the email recipient.

from
Name of the email sender.

subject
String that specifies the subject of the email.

isReceived
If TRUE, the email was received. If FALSE, the email was sent.
acknowledgeGiven
If TRUE, an acknowledgement email was sent.

status
Status of the email.

isRecovering
If TRUE, the email was delivered to another agent.

sess_num
query_email_mime
Retrieves an email with the format MIME.
Public Function query_email_mime (
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[out]mime
As String,
Parameters
emailId

mime
Message of the email, in MIME format.

sess_num
get_bcc_field
Retrieves the header field Bcc of the email.
Public Function get_bcc_field(
[in]email
As Variant[String],
[out]bcc
As String,
Parameters
email
The integer identifier of an email stored at the Assisted Server, or the string filename of a file with the email.
bcc
Blind carbon copy recipients for the email.

sess_num
get_cc_field
Retrieves the header field Cc of the email.
Public Function get_cc_field(
[in]email
As Variant[String],
[out]cc
As String,
Parameters
email
cc
Carbon copy recipients for the email.

sess_num
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get_subject_field
Retrieves the header field Subject of the email.
Public Function get_subject_field(
[in]email
As Variant[String],
[in]subject As String,
[in]sess_num As Variant[Integer] ) As ACB_RETURN_CODE)
Parameters
email
subject
Subject of the email.

sess_num
get_to_field
Retrieves the header field To of the email.
Public Function get_to_field(
[in]email
As Variant[String],
[out]tofield
As String,
[in]sess_num
Parameters
email
tofield
Addresses of the email recipient.

sess_num
query_email_text_body
Retrieves the text body of the specified email.
Public Function query_email_text_body (
[in]emailId
As Long,
[out]body
As String,
Parameters
emailId
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body
Text body of the email, or the textual part of a MIME email.

sess_num
query_email_attachments_info
Returns the name, size, and MIME content type of the email attachments as three parallel arrays.
Public Function query_email_attachments_info(
[in]email
As Variant,
[out]name
As String(),
[out]size
As String(),
[out]content_type As String(),
[in]sess_num
Parameters
email
name
Names of the attachments.

size
Sizes of the attachments in bytes.

content_type
MIME types of the attachments. For example, text/plain.

sess_num
store_email_mime
Stores an email in MIME format in the document manager and returns the identified of the saved email.
Public Function store_email_mime(
[in]tofield
As String,
[in]from
As String,
[in]mime
As String,
[out]emailId As Long,
[in]sess_num As Variant[Integer] ) As ACB_RETURN_CODE)
Parameters
to
Address of the email recipient.

from
Address of the email sender.

mime
Message of the email, including all the headers.

emailId
Identifier of the email in the document manager.
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sess_num
query_web
Retrieves information about the Web collaboration in the session.
Public Function query_web (
[out]hasWeb
As Boolean,
[out]webUrl
As String,
[out]webSecret
As String,
[out]webBrowser
As Integer,
[out]webPhoneNumber As String,
[in]sess_num
Parameters
hasWeb
If TRUE, the session has a Web interaction associated.

webUrl
Specific URL of the Web browser.

webSecret
Secret key for the URL.

webBrowser
Type of the Web browser.

webPhoneNumber
Phone number.
sess_num
reply_gui
Public Function reply_GUI (
Parameters
sess_num
reply_all_gui
Returns the email message to the sender and the recipients in the boxes To and Cc.
Public Function reply_all_GUI (
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Parameters
sess_num
send_email_mime
Sends an email in MIME format.
Public Function send_email_mime (
[in]toAddr
As String,
[in]from
As String,
[in]mime
As String,
[out]emailId As Long,
Parameters
toAddr

from
Address of the email sender.

mime
Message of the email, including all the headers.

emailId

sess_num
send_email_text
Sends an email with a textual body.
Public Function send_email_text (
[in]toAddr
As String,
[in] cc
As String,
[in]bcc
As String,
[in]subject
As String,
[in]text
As String,
[in]attach()
As Variant[String]
[out]emailId
As Long,
[in]sess_num
Parameters
toAddr

cc
Cc of the email recipient.

bcc
Bcc of the email recipient.
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subject
Subject of the email.

text
Body of the email.

attach
Attach of the email.

emailId

sess_num
show_email_gui
Displays the received email on uAgent Windows.
Public Function show_email_GUI (
[in]hasId
As Boolean,
[in]identifier As Long,
[in]sess_num
Parameters
hasId
If FALSE, ignores the parameter identifier and uses the received email. If TRUE, shows the email of
the specified identifier.
identifier

sess_num
edit_email_gui
Edits a new email on uAgent Windows.
Public Function edit_email_GUI (
[in]toAddr
As String,
[in]subject As String,
[in]content As String,
[in]sess_num As Variant[String] ) As ACB_RETURN_CODE
Parameters
toAddr
Recipient of the email.

subject
Topic of the email.

content
Message of the email.
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sess_num
open_browser_for_web_interaction_gui
Opens the browser for a Web collaboration.
Public Function open_browser_for_web_interaction_GUI (
Parameters
sess_num
remove_email
Removes an email from the document manager.
Public Function remove_email(
You can remove a stored email unless the email was already sent.
Parameters
emailId
Identifier of the email in the document manager.

sess_num
save_attachment
Saves an email attachment into a file.
Public Function save_attachment(
[in]index
As Long,
[in]email
As Variant[String],
[in]to_file As String,
Parameters
index
Number of the attachment to save.

email
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to_file
Name of the file to save the attachment.

sess_num
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Data transaction methods

Data transaction methods handle information about the contact and data associated to the session.
discard_data_transaction
Discards the data transaction.
Public Function discard_data_transaction (
The method ends the script without creating a new contact or changing the status of a loaded contact.
Parameters
sess_num
Stops the data transaction.
Public Function end_data_transaction (
[in]stops
As Boolean,
[in]attrs() As String,
[in]phones() As String,
[in]user_id As Long,
The method ends the script and updates the uCI Repository. The script only sends the changed attributes to the
server.
Parameters
stops
Registers the attributes on the database. If TRUE, the data transaction aborts and sets the contact state to
stop. If FALSE, the data transaction ends without problems, updates the contact information, and sets the
contact state to done.
attrs
Array with the name and value of the campaign attributes. This array contains information about the contact
table of the campaign.
phones
Array with the name and value of the phone values.

user_id
Identifier of the uBusiness contact.

sess_num
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get_easy_code
Retrieves the code of the contact.
Public Function get_easy_code (
[out]easy_code As Long,
[in]sess_num
Parameters
easy_code
Code of the contact. If POSITIVE, the number identifies the current contact. If NEGATIVE, no contact is
available.
sess_num
get_preview_mode
Returns the preview mode.
Public Function get_preview_mode
[out]preview_mode
[in]sess_num
As Boolean,
As Variant ) As ACB_RETURN_CODE
Parameters
preview_mode
If TRUE, the session has a preview interaction.

sess_num
get_timezone
Retrieves the time zone of the contact.
Public Function get_timezone (
[out]tzName As String,
Parameters
tzName
Name of the time zone of the contact.

sess_num
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in_node
Notifies the Assisted Server about a new node.
Public Function in_node (
[in]nodeld
As Long,
[in]sess_num As Variant[Integer]) As ACB_RETURN_CODE
The method ensures the behavior of the predictive dialing algorithm.

Parameters
nodeld
Identifier of the node.

sess_num
load_contact
Loads the contact.
Public Function load_contact (
[in]where_text As String,
[in]try
As Boolean,
[out]easycode As Long,
[out]attrs()
As String,
[out]phones() As String,
[out]tzName
As String,
[in]sess_num
Parameters
where_text
Clause where of the SQL select statement.

try
Availability of the error. If FALSE, ignores the error.

easycode
Code of the contact. If NEGATIVE, no contact was found.

attrs
phones
Array with the name and value of the contact phones.

tzName
Abbreviation of the time zone of the contact.

sess_num
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new_call
Makes a new call.
Public Function new_call (
[in]call_date
As String,
[in]time
As String,
[in]agent
As String,
[in]dial_rule
As String,
[in]priorities
As Long,
[in]sess_num
Parameters
call_date
Date to make a new call.

time
Time to make a new call.

agent
Name of the agent related to the call.

dial_rule
Dial rule of the call.

priorities
Priority of the call.

sess_num
new_contact
Creates a new contact.
Public Function new_contact (
[in]contact_date
As String,
[in]time
As String,
[in]agent
As String,
[in]cpgName
As String,
[in]tzName
As String,
[in]dialRule
As String,
[in]active
As Boolean,
[in]priorities
As Long,
[in]attrs()
As String,
[in]phones()
As String,
[in]user_id
As String,
[in]sess_num
Parameters
contact_date
Date to call the contact or an empty string.

time
Time to call the contact or an empty string.

agent
Name of the agent related to the contact or an empty string.
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cpgName
Campaign related to the contact.

tzName
Abbreviation of the time zone of the contact.

dialRule
Dial rule related to the contact.

active
If TRUE, the reschedule information will be applied to the contact.

priorities
Priority of the call.

attrs
phones
Array with the name and value of the contact phones.

user_id
Identifier of the uBusiness contact.

sess_num
reschedule_contact_with_failed_reason
Requests the automatic reschedule of a preview interaction for the contact.
Public Function reschedule_contact_with_failed_reason
[in]reason
As OCX_PREVIEW_FAILED_REASON
[in]sess_num As Variant[Integer] ) As Integer
Parameters
reason
Reason for the preview failure.

sess_num
The reasons for the failure are the following:
Public Enum OCX_PREVIEW_FAILED_REASON
PREVIEW_FAILED_BUSY
PREVIEW_FAILED_MACHINE
PREVIEW_FAILED_NO_ANSWER
PREVIEW_FAILED_INVALID_NUMBER
PREVIEW_FAILED_MODEM
PREVIEW_FAILED_FAX
End Enum
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select_contact
Retrieves the contact code from the database.
Public Function select_contact (
[in]where_text As String,
[out]easycode As Long,
[in]sess_num
Parameters
where_text
Clause where of the SQL select statement.

easycode
Code of the contact. If NEGATIVE, no contact was found.

sess_num
send_data
Sends data to another agent.
Public Function send_data (
[in]agent
As String,
[in]cpgName As String,
[in]attrs() As String) As ACB_RETURN_CODE
Parameters
agent

cpgName
Name of the destination campaign.

attrs
set_call_type
Associates a call type to the call.
Public Function set_call_type (
[in]call_type As String,
[in]sess_num
Parameters
call_type
Type of call.
sess_num
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set_timezone
Sets the time zone of the contact.
Public Function set_timezone (
[in]tzName
As String,
Parameters
tzName
Name of the time zone of the contact.

sess_num
start_script
Associates a data transaction to the session.
Public Function start_script (
[in]cpg_name As Variant[String],
Parameters
cpg_name
Name of the campaign associated to the session.

sess_num
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SQL methods
SQL methods are related to the agent and access the uCI Repository.
cursor_close
Closes a cursor opened by the method cursor_open (page 63).
Public Function cursor_close (
[in]cid
As Long,
[out]status As Long ) As ACB_RETURN_CODE
Parameters
cid
Identifier of the cursor created by the method cursor_open (page 63).

status
SQL status.
cursor_fetch
Fetches a cursor.
Public Function
[in]cid
[in]pos
[in]n
[out]rows()
cursor_fetch (
As Long,
As Long,
As Long,
As String) As ACB_RETURN_CODE
If successful, the method returns the contents of the cursor in rows.

Parameters
cid

pos
Number of the first row to fetch.

n
Number of rows to fetch.

rows
Array with the fetched row and col.
cursor_nrows
Requests the number of rows of the cursor.
Public Function cursor_nrows (
[in]cid
As Long,
[out]rRows As Long ) As ACB_RETURN_CODE
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If successful, the method returns the number of lines of the cursor.

Parameters
cid

nrows
Number of rows in the cursor.
cursor_open
Opens a cursor.
Public Function
[in]lastCid
[in]lastSel
[in]sel
[out]cid
[out]status
cursor_open (
As Long,
As String,
As String,
As Long,
Parameters
lastCid
Identifier of the cursor. For a new cursor the value is -1.

lastSel
Last statement selected. Ignored if cid = -1.

sel
Statement selected.
cid
Identifier of the cursor to display.

status
SQL status.
sql_execute
Executes the SQL statement.
Public Function
[in]stat
[out]serial
[out]status
sql_execute (
As String,
As Long,
Parameters
stat
SQL statement to execute.

serial
Last serial inserted.

status
SQL status.
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sql_select
Selects the SQL statement to execute.
Public Function
[in]stat
[out]status
[out]row()
sql_select (
As String,
As Long,
As String ) As ACB_RETURN_CODE
Parameters
stat
SQL statement to execute.

status
SQL status.
row
Array with the selected row and column.
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Can methods
The can methods ask the server if the operations can be executed.
can_answer
Checks whether the method answer can be invoked.
Public Function can_answer (
[out]can
As Boolean,
Parameters
can
If TRUE, the operation answer (page 33) can be performed.

sess_num
can_answer_data_interaction
Checks whether the method answer_data_interaction can be invoked.
Public Function can_answer_data_interaction (
[out]can
As Boolean
Parameters
can
If TRUE, the operation answer_data_interaction (page 42) can be performed.

sess_num
can_blind_transfer
Checks whether the method blind_transfer can be invoked.
Public Function can_blind_transfer (
[out]can
As Boolean,
Parameters
can
If TRUE, the operation blind_transfer (page 33) can be performed.
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sess_num
can_clear
Checks whether the method clear can be invoked.
Public Function can_clear (
[out]can
As Boolean,
Parameters
can
If TRUE, the operation clear (page 34) can be performed.

sess_num
can_clear_data_interaction
Checks whether the method clear_data_interaction can be invoked.
Public Function can_clear_data_interaction (
[out]can
As Boolean
Parameters
can
If TRUE, the operation clear_data_interaction (page 42) can be performed.

sess_num
can_conference
Checks whether the method conference can be invoked.
Public Function can_conference (
[out]can
As Boolean
Parameters
can
If TRUE, the operation conference (page 34) can be performed.

sess_num
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can_dequeue_call
Checks whether the method dequeue_call can be invoked.
Public Function can_dequeue_call (
[out]can
As Boolean,
The campaign must have a dequeue reason.

Parameters
can
If TRUE, the operation dequeue_call (page 40) can be invoked.

sess_num
Optional. Identifier of the session. If the parameter is omitted, the method uses the session with data interaction
in wrap-up or returns an error if more than one session is in wrap-up.
can_dial
Checks whether the method dial can be invoked.
Public Function can_dial (
[out]can
As Boolean
Parameters
can
If TRUE, the operation dial (page 35) can be performed.

sess_num
can_discard_data_transaction
Checks whether the method discard_data_transaction can be invoked.
Public Function can_discard_data_transaction (
[out]can
As Boolean
Parameters
can
If TRUE, the operation discard_data_transaction (page 55) can be performed.

sess_num
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can_end_data_transaction
Checks whether the method end_data_transaction can be invoked.
Public Function can_end_data_transaction (
[out]can
As Boolean
Parameters
can
If TRUE, the operation end_data_transaction (page 55) can be performed.

sess_num
can_enqueue_call
Checks whether the method enqueue_call can be invoked.
Public Function can_enqueue_call(
[out]can
As Boolean,
[in)sess_num As Variant[Integer] ) As Integer
Parameters
can
If TRUE, the operation enqueue_call (page 39) can be invoked.

sess_num
Identifier of the session.
can_exit
Checks whether the method exit can be invoked.
Public Function can_exit (
[out]can As Boolean ) As ACB_RETURN_CODE
Parameters
can
If TRUE, the operation exit can be performed.
can_extend
Checks whether the method extend can be invoked.
Public Function can_extend (
[out]can
As Boolean
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Parameters
can
If TRUE, the operation extend (page 34) can be performed.

sess_num
can_get_campaigns
Checks whether the method get_campaigns can be invoked.
Public Function can_get_campaigns (
Parameters
can
If TRUE, the operation get_campaigns (page 28) can be performed.
can_hangup
Checks whether the method hangup can be invoked.
Public Function can_hangup (
[out]can
As Boolean
Parameters
can
If TRUE, the operation hangup (page 37) can be performed.

sess_num
can_hold
Checks whether the method hold can be invoked.
Public Function can_hold (
[out]can
As Boolean
Parameters
can
If TRUE, the operation hold (page 37) can be performed.

sess_num
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can_load_contact
Checks whether the method load_contact can be invoked.
Public Function can_load_contact (
[out]can
As Boolean
Parameters
can
If TRUE, the operation load_contact (page 57) can be performed.

sess_num
can_login
Checks whether the method login can be invoked.
Public Function can_login (
Parameters
can
If TRUE, the operation login (page 20) can be performed.
can_logout
Checks whether the method logout can be invoked.
Public Function can_logout (
Parameters
can
If TRUE, the operation logout (page 20) can be performed.
can_new_call
Checks whether the method new_call can be invoked.
Public Function can_new_call (
[out]can
As Boolean
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Parameters
can
If TRUE, the operation new_call (page 58) can be performed.

sess_num
can_new_contact
Checks whether the method new_contact can be invoked.
Public Function can_new_contact (
[out]can
As Boolean
Parameters
can
If TRUE, the operation new_contact (page 58) can be performed.

sess_num
can_retrieve
Checks whether the method retrieve can be invoked.
Public Function can_retrieve (
[out]can
As Boolean
Parameters
can
If TRUE, the operation retrieve (page 38) can be performed.

sess_num
can_set_extension
Checks whether the method set_extension can be invoked.
Public Function can_set_extension (
[out]can As Boolean)
Parameters
can
If TRUE, the operation set_extension (page 24) can be performed.
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can_set_not_ready
Checks whether the method set_not_ready can be invoked.
Public Function can_set_not_ready (
[out]can
As Boolean
Parameters
can
If TRUE, the operation set_not_ready (page 31) can be performed.

cpg_name
Optional. Name of the campaign. If omitted, the method performs the request at the agent level.
can_set_ready
Checks whether the method set_ready can be invoked.
Public Function can_set_ready (
[out]can
As Boolean
Parameters
can
If TRUE, the operation set_ready (page 31) can be performed.

cpg_name
Optional. Name of the campaign. If omitted, the method performs the request at the agent level.
can_sign_off
Checks whether the method sign_off can be invoked.
Public Function can_sign_off (
[out]can
Parameters
campaignName

can
If TRUE, the operation sign_off (page 31) can be performed.
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can_sign_on
Checks whether the method sign_on can be invoked.
Public Function can_sign_on (
[out]can
Parameters
campaignName

can
If TRUE, the operation sign_on (page 31) can be performed.
can_start_record
Checks whether the method start_record can be invoked.
Public Function can_start_record (
[out]can
As Boolean
Parameters
can
If TRUE, the operation start_record (page 41) can be performed.

sess_num
can_start_script
Checks whether the method start_script can be invoked.
Public Function can_start_script (
[out]can
As Boolean
Parameters
can
If TRUE, the operation start_script (page 61) can be performed.

sess_num
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can_start_session
Checks whether the method start_session can be invoked.
Public Function can_start_session (
[in]cpg_name As Variant[String],
[out]can
Parameters
cpg_name

can
If TRUE, the operation start_session (page 32) can be performed.
can_stop_record
Checks whether the method stop_record can be invoked.
Public Function can_stop_record (
[out]can
As Boolean
Parameters
can
If TRUE, the operation stop_record (page 41) can be performed.

sess_num
can_supervisor_help
Checks whether the method supervisor_help can be invoked.
Public Function can_supervisor_help (
[out]can
As Boolean
Parameters
can
If TRUE, the operation supervisor_help (page 38) can be performed.

sess_num
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2010-03-31
uAgent OCX
can_transfer
Checks whether the method transfer can be invoked.
Public Function can_transfer (
[out]can
As Boolean
Parameters
can
If TRUE, the operation transfer (page 38) can be performed.

sess_num
uAgent OCX
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75
Events
An event is an action recognized by an object. You can write event handlers. You can generate events by clicking
the mouse, by pressing a key, or by program code. The system can also generate events. uAgent OCX makes the
Automation server events available allowing the user application to respond to most of the actions executed by the
Assisted Server.
CampaignActivated
Notifies that the campaign on the Assisted Server is activated.
Public Event CampaignActivated (
cpg_name As Variant[String] )
The event is generated at the ICampaign interface level. Campaign operations will be allowed again.
Parameters
cpg_name
Name of the campaign to activate.
CampaignAvailable
Indicates that a campaign is available on the Assisted Server.
Public Event CampaignAvailable(
campaignName As String)
This event is generated at the ICampaign interface level.

Parameters
campaignName
CampaignClosed
Notifies that the campaign on the Assisted Server is closed.
Public Event CampaignClosed (
The event is generated at the ICampaign interface level. Any references to the campaign in the global array of the
campaigns will be deleted.
Parameters
cpg_name
Name of the campaign to close.
76
2010-03-31
uAgent OCX
CampaignSuspended
Notifies that the campaign on the Assisted Server is suspended.
Public Event CampaignSuspended (
The event is generated at the ICampaign interface level. uAgent OCX keeps campaign references allowing operations
on the campaign after the campaign is activated on the server.
Parameters
cpg_name
Name of the campaign to suspend.
CampaignUnavailable
Indicates that a campaign was closed on the Assisted Server.
Public Event CampaignUnavailable(campaignName As String)
Parameters
campaignName
CampaignUnavailableSuspended
Indicates that a campaign not open by the agent was suspended on the Assisted Server.
Public Event CampaignUnavailableSuspended(campaignName As String)
Parameters
campaignName
DataEvent
Notifies that data is added to the session.
Public Event DataEvent (
session_id As Integer,
i_attrs() As String,
phones()
As String )
The event is generated at the ISession interface level. The event can happen when calling the method start_script
(page 61).
uAgent OCX
2010-03-31
77
Parameters
session_id

i_attrs

phones
Array with the name and value of the phone attributes.
DataInteractionEvent
Notifies that a data interaction event has occurred and reports the resulting data interaction status.
Public Event DataInteractionEvent (
diState
As OCX_DATA_INTERACTION_STATE )
This event is generated at the ISession interface level.

Parameters
session_id

diState
Status of the session data interaction. Returns one type of OCX_DATA_INTERACTION_STATE, as shown
below.
DIS_ALERTING
= 0,
DIS_WRAPUP
= 1,
DIS_CLEARED
= 2,
End Enum
DataInteractionProgressEvent
Notifies that a pending data interaction operation has evolved.
Public Event DataInteractionProgressEvent (
session_id
As Integer,
diRequest
As OCX_DATA_INTERACTION_REQUEST,
diProgress
As OCX_DATA_INTERACTION_PROGRESS,
user
As String,
dataInteractionId As Long,
mailId
As Long )

Parameters
session_id

diRequest
Request originated by the progress event.
78
2010-03-31
uAgent OCX
diProgress
Progress occurred.
user

dataInteractionId

mailId

The originated requests are the following:
Public Enum OCX_DATA_INTERACTION_REQUEST
DIR_CREATE
= 0,
DIR_PICKUP
= 1
End Enum
The occurred progresses are the following:

Public Enum OCX_DATA_INTERACTION_PROGRESS
DIP_KO_NO_ANSWER
= 0,
DIP_KO_NO_AGENT
= 1,
DIP_KO_DELIVERED
= 2,
DIP_KO_UNABLE_TO_DELIVER = 3
End Enum
DataTransactionEnd
Notifies that uAgent Windows ended the data transaction.
Public Event DataTransactionEnd (
discard
As Boolean,
attrs()
As String,
phones()
As String )
The event is generated at the ISession interface level. If the telephony state of the session is PHS_CLEARED and the
session does not have associated data, the session reference is cleared and no more operations are possible.
Parameters
session_id

discard
Committing state of the session. If TRUE, the data transaction was discarded.
attrs

phones
Array with the name and value of the phone attributes.
ConnectionState
Notifies the controller about the state of the connection to the Assisted Server.The event allows your program to
recover from transient failures.
Public Event ConnectionState(state As OCX_CONN_STATE)
uAgent OCX
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79
Parameters
state
New state of the connection to the Assisted Server.

The values of OCX_CONN_STATE as follows:
CONN_STATE_FORCED_LOGOUT
The connection to the server failed because the recovery system is off, the recovery tries were unsuccessful,
the server sent a forced logout event, or one of the controllers asked for a forced logout.
CONN_STATE_SERVER_DOWN
The connection is down, but the recovery has been activated.

CONN_STATE_SERVER_UP
The connection is up.
ExtensionCleared
Notifies that the extension of the agent is cleared.
Public Event ExtensionCleared()
This event is generated at the ICampaign interface level.
FeatureInvoked
Notifies that a phone feature for the campaign has been invoked.
Public Event FeatureInvoked (
cpg_name As Variant[String],
status
As OCX_GROUP_PHONE_STATE )
The event is generated at the ICampaign interface level. If the agent has requested the wrap-up on the uAgent OCX
Timer interface, uAgent OCX terminates the extend request and sets the agent ready to receive calls.
Parameters
cpg_name

status
Phone status of the agent, as defined below.

The phone states of the agent are the following:
Public Enum OCX_GROUP_PHONE_STATE
GPS_SIGNED_OFF_READY
= 0,
GPS_SIGNED_OFF_NOT_READY = 1,
GPS_SIGNED_ON_READY
= 2,
GPS_SIGNED_ON_NOT_READY = 3
End Enum
FeatureProgress
Invokes a phone feature progress.
Public Event FeatureProgress (
cpg_name As Variant[String],
80
2010-03-31
uAgent OCX
feature
prog
As OCX_GROUP_PHONE_REQUEST,
As OCX_GROUP_PHONE_PROGRESS )
The event is generated at the ICampaign interface level.

Parameters
cpg_name

feature
Requested feature.
prog
Progress occurred.
The requested features are the following:
Public Enum OCX_GROUP_PHONE_REQUEST
GRP_SIGN_ON
= 0,
GRP_SIGN_OFF = 1,
GRP_READY
= 2,
GRP_NOT_READY = 3
End Enum
The progresses occurred are the following:

Public Enum OCX_GROUP_PHONE_PROGRESS
GPP_KO_UNKNOWN
= 0,
GPP_KO_SWITCH_ERROR = 1
End Enum
PhoneEvent
Notifies the occurrence of a phone event and reports the resulting phone status.
Public Event PhoneEvent(
session_id
As Integer,
phoneState
As OCX_PHONE_STATE,
isRecording As Boolean,
isEnqueued
As Boolean,
isHandedOff As Boolean )
The event is generated at the ISession interface level. If the event is the first phone event, telephony has been added
to the session and related data can be fetched. If the telephony state of the session is PHS_CLEARED and the session
does not have associated data, the reference to the session is cleared and no more operations are possible.
Parameters
session_id

phoneState
Phone state of the session. Returns one type of OCX_PHONE_STATE, as shown below.
isRecording
If TRUE, the call is being recorded.

isEnqueued
If TRUE, the call is enqueued.

isHandedOff
If TRUE, the call is handed-off.
uAgent OCX
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81

PHS_ALERTING
PHS_CONNECTED
PHS_HELD
PHS_EXTENDED
PHS_DIALING
PHS_DISCONNECTED
PHS_CLEARED
PHS_ROUTING
PHS_SETUP
End Enum
=
=
=
=
=
=
=
=
=
=
0,
1,
2,
3,
4,
5,
6,
7,
8,
9
PhoneProgressEvent
Indicates that a phone progress event occurred in the session.
Public Event PhoneProgressEvent (
phoneReq
As OCX_PHONE_REQUEST,
prog
As OCX_PHONE_PROGRESS )
The event is generated at the ISession interface level.

Parameters
session_id
Identifier of the session.

phoneReq
Originated request.
prog
Occurred progress.
The originated requests are the following:
Public Enum OCX_PHONE_REQUEST
PHR_ANSWER_CALL
PHR_DISCONNECT_CALL
PHR_HOLD_CALL
PHR_EXTEND_CALL
PHR_RETRIEVE_CALL
PHR_DIAL
PHR_TRANSFER_CALL
PHR_TRANSFER_EXTENDED_CALL
PHR_CONFERENCE_CALL
PHR_CLEAR_CALL
PHR_START_RECORD
PHR_STOP_RECORD
PHR_ENQUEUE_CALL
PHR_DEQUEUE_CALL
PHR_DIVERT_CALL
PHR_SUPERVISOR_HELP
PHR_HANDED_OFF
PHR_RETRIEVED_HAND_OFF
PHR_AUTO_START_RECORD
End Enum
=
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=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
0,
1,
2,
3,
4,
5,
6,
7,
8,
9,
10,
11,
12,
13,
14,
15,
16,
17,
18
The occurred progresses are the following:

Public Enum OCX_PHONE_PROGRESS
PHP_KO_UNKNOWN
PHP_KO_SWITCH_ERROR
PHP_KO_LINE_OVERFLOW
PHP_KO_BUSY
PHP_KO_NO_ANSWER
82
2010-03-31
=
=
=
=
=
0,
1,
2,
3,
4,
uAgent OCX
PHP_KO_MACHINE_ANSWER
PHP_KO_NO_AGENT
PHP_KO_INVALID_NUMBER
PHP_KO_FAILED_RECORDING_START
PHP_KO_CALL_OVERFLOWED
PHP_KO_INBOUND_REJECTED
PHP_KO_FAILED_FAX
PHP_KO_FAILED_MODEM
PHP_KO_MEDIA_OPERATION_STOPPED
PHP_KO_DIGITS_COLLECTED
PHP_KO_GENERIC_DATA_RECEIVED
PHP_KO_HANDED_OFF
PHP_KO_RETURNED_HAND_OFF
PHP_KO_FAILED_HAND_OFF
PHP_KO_FAILED_RETRIEVE_HAND_OFF
PHP_OK_CALL_CONFERENCED
PHP_OK_CALL_ROUTED
PHP_OK_REMOTE_RING
PHP_OK_REMOTE_ANSWER
PHP_OK_REMOTE_DISCONNECTED
PHP_KO_FAILED_AUTO_REC_START
End Enum
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
5,
6,
7,
8,
9,
10,
11,
12,
13,
14,
15,
16,
17,
18,
19,
20,
21,
22,
23,
24,
25
SendMailEvent
Notifies that an email was sent.
Public Event sendMailEvent (
mailId
As Long )

Parameters
session_id

mailId
SessionClearedEvent
Indicates that a session cleared event has occurred in the session.
Event SessionClearedEvent (
session_id As Integer )
Parameters
session_id
SessionEvent
Indicates that a new session has started.
Public Event SessionEvent (
cpg_name
As Variant[String],
uAgent OCX
2010-03-31
83
session_id
i_listAttributes()
i_listPhones()
i_phonestate
i_isRec
i_isEnqueue
i_di_state
i_hasMail
i_hasWeb
i_PreviewMode
As
As
As
As
As
As
As
As
As
As
Integer,
String,
String,
OCX_PHONE_STATE,
Boolean,
Boolean,
OCX_DATA_INTERACTION_STATE,
Boolean,
Boolean,
Boolean )
The event is generated at the ICampaign interface level.

Parameters
cpg_name

session_id

i_listAttributes
Array with the attributes name and value.

i_listPhones
Array with the phone attributes name and value.

i_phonestate
Phone state of the session, as defined below. Returns one type of OCX_PHONE_STATE, as shown below.
isEnqueue
State of the queued session.

i_isRec
Recording state of the session.

i_di_state
Data interaction state of the data interaction. Returns one type of OCX_DATA_INTERACTION_STATE, as
shown below.
i_hasMail
If TRUE, the session has email data.

i_hasWeb
If TRUE, the session has Web collaboration data.

i_PreviewMode
If TRUE, the session has preview data.

PHS_ALERTING
PHS_CONNECTED
PHS_HELD
PHS_EXTENDED
PHS_DIALING
PHS_DISCONNECTED
PHS_CLEARED
PHS_ROUTING
PHS_SETUP
End Enum
=
=
=
=
=
=
=
=
=
=
0,
1,
2,
3,
4,
5,
6,
7,
8,
9

DIS_ALERTING
= 0,
DIS_WRAPUP
= 1,
DIS_CLEARED
= 2,
End Enum
84
2010-03-31
uAgent OCX
SessionPhoneEvent
Indicates that a session with only telephony has started.
Public Event SessionPhoneEvent (
phstate
As OCX_PHONE_STATE,
isRecording As Boolean,
isEnqueued As Boolean )
Parameters
session_id

phstate
Phone state of the session. Returns one type of OCX_PHONE_STATE, as shown below.
isRecording
Recording state of the session.

isEnqueued
State of the queued session.

PHS_ALERTING
PHS_CONNECTED
PHS_HELD
PHS_EXTENDED
PHS_DIALING
PHS_DISCONNECTED
PHS_CLEARED
PHS_ROUTING
PHS_SETUP
End Enum
=
=
=
=
=
=
=
=
=
=
0,
1,
2,
3,
4,
5,
6,
7,
8,
9
UserMessage
Notifies that the supervisor sent a message to the agent.
Public Event UserMessage (
message As String )
Parameters
message
Message sent by the supervisor.
uAgent OCX
2010-03-31
85
uAgent OCX enumerated types

The methods of uAgent OCX can return error messages. Errors are grouped by enumerated types.
OLE_AM_ERROR
The enumerated type OLE_AM_ERROR defines the following errors:
OLE_ERR_INVALID_PASSWORD
OLE_ERR_NOT_FOUND
OLE_ERR_ALREADY_LOGGED
OLE_ERR_NOT_AVAILABLE
OLE_ERR_NOT_READY
OLE_ERR_EXT_OCCUPIED
OLE_ERR_REACHING_CALL
OLE_ERR_READY
OLE_ERR_CALL
OLE_ERR_ALRDY_OPEN
OLE_ERR_NOMORE_PRED
OLE_ERR_WORK_NFOUND
OLE_ERR_EXT_NOT_SET
OLE_ERR_NOPHCALL
OLE_ERR_COMMERROR
OLE_ERR_NO_LICENSE
OLE_ERR_FULL_FIELD
OLE_ERR_FULL_EVENT
OLE_ERR_UNK_ACTION
OLE_ERR_PBX_ERROR
OLE_ERR_UNK_SESSION
OLE_ERR_UNK_CPNAME
OLE_ERR_NIL_SESSION_AGENT
OLE_ERR_END_W_PHCALL
OLE_ERR_DIAL_WITH_PHONE_UP
OLE_ERR_NO_NUMBER
OLE_ERR_AGENT_NODEF_EXT
OLE_ERR_QRY_OVERFLOW
OLE_ERR_NO_CALL
OLE_ERR_DB_ERROR
OLE_ERR_ALREADY_CLOSED
OLE_ERR_OPENED_CALL
OLE_ERR_CAMPAIGN_OPEN
OLE_ERR_FATAL_ERROR
OLE_ERR_UNK_AGENT
OLE_ERR_ALRD_WITH_SCRIPT
OLE_ERR_END_W_DATA
OLE_ERR_WORK_CLOSED
OLE_ERR_INVALID_FEATURE
OLE_ERR_END_UNK_SCRIPT
OLE_ERR_UNK_DIAL_RULE
OLE_ERR_UNK_TIMEZONE
OLE_ERR_INSTANCE_NOT_NULL
OLE_ERR_DATUM_SIZE
OLE_ERR_INVALID_AG_TYPE
OLE_ERR_LICENSE_NOT_BOUND
OLE_ERR_UNK_CALL_TYPE
OLE_ERR_UNK_SUPERVISOR
OLE_ERR_UNK_REASON
OLE_ERR_UNK_SKILL_PROFILE
OLE_ERR_UNK_SKILL
OLE_ERR_UNK_REQUEST_PENDING
OLE_ERR_UNK_ALREADY_IN_STATE
OLE_ERR_ADMIN_MODE
OLE_ERR_UNKNOWNCAMPAIGN
OLE_ERR_NOAGENTAVAILABLE
86
2010-03-31
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
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=
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=
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=
4002,
4003,
4004,
4005,
4006,
4007,
4008,
4009,
4010,
4012,
4013,
4014,
4016,
4018,
4022,
4025,
4026,
4027,
4028,
4029,
4030,
4031,
4033,
4034,
4035,
4036,
4037,
4038,
4039,
4040,
4043,
4044,
4045,
4046,
4047,
4048,
4049,
4050,
4051,
4052,
4053,
4054,
4055,
4056,
4057,
4058,
4059,
4060,
4061,
4062,
4063,
4064,
4065,
4066,
4067,
4068,
uAgent OCX
OLE_ERR_NODI
OLE_ERR_UNKMAIL
= 4069,
= 4070
OLE_COMMS_ERROR
The enumerated type OLE_COMMS_ERROR defines the following errors:
OLE_ERR_ACCTO
OLE_ERR_UNDEF_SOCKET
OLE_ERR_UNKNOWN_HOST
OLE_ERR_WRONG_PROTOCOL
OLE_ERR_STRNULL
OLE_ERR_RPC_CRT
OLE_ERR_RC_UNK
OLE_ERR_SERVER_UNK
OLE_ERR_CONNRESET
OLE_ERR_WIN_MPI
=
=
=
=
=
=
=
=
=
=
5003,
5004,
5005,
6012,
6013,
6014,
6015,
6016,
6017,
6018
OLE_DB_ERROR
The enumerated type OLE_DB_ERROR defines the following errors:
OLE_ERR_NOSPACE
OLE_ERR_SQLERROR
OLE_ERR_NOTFOUND
OLE_ERR_DESCRIBE
OLE_ERR_NOSERVER
OLE_ERR_RPC_ERROR
=
=
=
=
=
=
501,
502,
503,
504,
505,
506
OLE_LC_ERROR
The enumerated type OLE_LC_ERROR defines the following errors:
OLE_ERR_CONTACT
OLE_ERR_CAMPAIGN
OLE_ERR_ERROR_NOTFOUND
OLE_ERR_LOCKED
OLE_ERR_ATTRS
OLE_ERR_EVENTS
=
=
=
=
=
=
1002,
1003,
1004,
1005,
1006,
1007
OLE_PBX_ERROR
The enumerated type OLE_PBX_ERROR defines the following errors:
OLE_ERR_UNKNOWN
OLE_ERR_SWITCHSPECIFICERROR
OLE_ERR_AGENTINUSE
OLE_ERR_CAMPAIGNHASEXTENSIONS
OLE_ERR_CAMPAIGNUNKNOWN
OLE_ERR_EXTENSIONINCAMPAIGN
OLE_ERR_EXTENSIONINUSE
OLE_ERR_EXTENSIONNOTREADY
OLE_ERR_EXTENSIONNOTSIGNEDON
OLE_ERR_INVALIDCALLEDNUMBER
OLE_ERR_INVALIDCALLID
OLE_ERR_INVALIDEXTENSION
OLE_ERR_INVALIDEXTENSIONFEATURE
OLE_ERR_INVALIDGATEWAYFEATURE
=
=
=
=
=
=
=
=
=
=
=
=
=
=
uAgent OCX
2001,
2002,
2003,
2004,
2005,
2006,
2007,
2008,
2009,
2011,
2012,
2013,
2014,
2015,
2010-03-31
87
OLE_ERR_INVALIDPROFILE
OLE_ERR_INVALIDSWITCHDESCRIPTOR
OLE_ERR_NOAGENTINEXTENSION
OLE_ERR_NOTALERTING
OLE_ERR_NOTCONNECTED
OLE_ERR_NOTCONNECTED2PROFILEAGENT
OLE_ERR_NOTDISCONNECTABLE
OLE_ERR_NOTEXTENDED
OLE_ERR_NOTINTRANSACTION
OLE_ERR_NOTONHOLD
OLE_ERR_PILOTUNKNOWN
OLE_ERR_WRONGDATACONSTRUCT
OLE_ERR_TIMEOUTINOPERATION
OLE_ERR_PROFILEINUSE
OLE_ERR_SYSTEM_ERROR
OLE_ERR_EXTENSION_INVALID
OLE_ERR_EXTENSION_NOT_SET
OLE_ERR_EXTENSION_UNKNOWN_ERROR
OLE_ERR_INVALID_GROUP
OLE_ERR_INVALID_SWITCH
OLE_ERR_INVALID_CAMPAIGN_ID
OLE_ERR_INVALID_CALL
OLE_ERR_NUMBER_UNK
OLE_ERR_RESERVE
OLE_ERR_EXTENSION_NOT_EXPORTED
OLE_ERR_INVALID_AGENT
OLE_ERR_NOEXTENSION
OLE_ERR_NOT_CONNECTED
OLE_ERR_CONTEXT_NOT_FOUND
OLE_ERR_SWITCHD_MISMATCH
OLE_ERR_NOT_ROUTING
OLE_ERR_ROUTING
OLE_ERR_ALREADYEXTENDED
OLE_ERR_LINEOVERFLOW
OLE_ERR_RECORDINGINPROGRESS
OLE_ERR_NORECORDINGINPROGRESS
OLE_ERR_NOAVAILABLERECORDINGCHANNEL
OLE_ERR_ERRORINRECORDINGPROCESS
OLE_ERR_ERRORNOTENQUEUED
OLE_ERR_ERRORALREADYENQUEUED
OLE_ERR_INCOMPATIBLE_PROFILE
OLE_ERR_INCOMPATIBLE_DATA
OLE_ERR_CALL_AGENTUNAVAILABLE
OLE_ERR_CALL_CAMPAIGNISSUSPENDED
OLE_ERR_CALL_DELIVERINPROGRESS
OLE_ERR_CALL_EXTENSIONNOTSIGNEDON
OLE_ERR_CALL_INVALIDEXTENSION
OLE_ERR_CALL_INVALIDNATIVEPREDICTIVEDEVICE
OLE_ERR_CALL_INVALIDTHREADID
OLE_ERR_CALL_NOAGENTINEXTENSION
OLE_ERR_CALL_REQUESTISNOTALLOWED
OLE_ERR_CALL_NOAGENTWITHPROFILE
OLE_ERR_CALL_UNEXPORTEDNUMBER
OLE_ERR_CAMPAIGN_DEVICEISINUSE
OLE_ERR_CAMPAIGN_INCOMPATIBLEPROFILE
OLE_ERR_CAMPAIGN_INVALIDDNIS
OLE_ERR_CAMPAIGN_INVALIDLOGINGROUP
OLE_ERR_CAMPAIGN_INVALIDMAPPINGGROUP
OLE_ERR_CAMPAIGN_INVALIDMONITOREDDEVICES
OLE_ERR_CTI_GATEWAYSPECIFICERROR
OLE_ERR_CTI_NOTCONFIGURED
OLE_ERR_CTI_UNEXPORTEDNUMBER
OLE_ERR_EXTENSION_INVALIDCAMPAIGNID
OLE_ERR_EXTENSION_ISLOCKED
OLE_ERR_EXTENSION_UNKNOWNGROUPASSOCIATION
OLE_ERR_SIMULATOR_INVALIDCHECKSUM
OLE_ERR_SIMULATOR_INVALIDDNIS
OLE_ERR_SIMULATOR_INVALIDGENERATORDISTRIBUTION
OLE_ERR_SWITCH_DEBUGFILEERROR
OLE_ERR_SWITCH_DEVICEISINUSE
OLE_ERR_SWITCH_DEVICEKINDISNOTSUPPORTED
OLE_ERR_SWITCH_DUPLICATEDDEVICENUMBER
OLE_ERR_SWITCH_EXTENSIONLISTISEMPTY
88
2010-03-31
uAgent OCX
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
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=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
2016,
2017,
2018,
2019,
2020,
2021,
2022,
2023,
2024,
2025,
2026,
2027,
2028,
2029,
2030,
2031,
2032,
2033,
2034,
2035,
2036,
2037,
2038,
2039,
2040,
2041,
2042,
2043,
2044,
2045,
2046,
2047,
2048,
2049,
2050,
2051,
2052,
2053,
2054,
2055,
2056,
2057,
2100,
2101,
2102,
2103,
2104,
2105,
2106,
2107,
2108,
2109,
2110,
2200,
2201,
2202,
2203,
2204,
2205,
2300,
2301,
2302,
2400,
2401,
2402,
2500,
2501,
2502,
2601,
2603,
2604,
2605,
2606,
OLE_ERR_SWITCH_GATTYPENOTSUPPORTED
OLE_ERR_SWITCH_LINEIDINACCESSMAPPINGWASNOTFOUND
OLE_ERR_SWITCH_MONITORONDEVICEFAILED
OLE_ERR_SWITCH_REQUESTISNOTALLOWED
OLE_ERR_SWITCH_UNABLETOMODIFYCHANNELLIST
OLE_ERR_SWITCH_UNABLETOMODIFYCONNECTIONTYPE
OLE_ERR_SWITCH_UNABLETOMODIFYDEBUGCTIAPI
OLE_ERR_SWITCH_UNABLETOMODIFYDEVICEDEFINITION
OLE_ERR_SWITCH_UNABLETOMODIFYDIALERLIST
OLE_ERR_SWITCH_UNABLETOMODIFYEXTENSIONLIST
OLE_ERR_SWITCH_UNABLETOMODIFYMONITORMODE
OLE_ERR_SWITCH_UNABLETOMODIFYSWITCHGATEWAYTYPE
OLE_ERR_SWITCH_UNABLETOMODIFYSWITCHID
OLE_ERR_SWITCH_UNABLETOMODIFYSWITCHSERVERNAME
OLE_ERR_SWITCH_UNABLETOMODIFYUSERLOGIN
OLE_ERR_SWITCH_UNABLETOMODIFYUSERPASSWORD
OLE_ERR_SWITCH_UNABLETOMODIFYCTILINK
OLE_ERR_PBX_NO_LICENSE
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
2607,
2608,
2609,
2610,
2611,
2612,
2613,
2614,
2615,
2616,
2617,
2618,
2619,
2620,
2621,
2622,
2623,
2700
OLE_ETALK_ERROR
The enumerated type OLE_ETALK_ERROR defines the following errors:
OLE_ERR_ERROR_InvalidOperation
OLE_ERR_PhRequest_NoCall
OLE_ERR_ERROR_LoadContactNoCampaign
OLE_ERR_ERROR_CallAlreadyLoaded
OLE_ERR_COLE_ERR_AsynchInitError
OLE_ERR_COMM_FAILURE
OLE_ERR_CPGDLG_Closed
OLE_ERR_ERROR_EndingCall
=
=
=
=
=
=
=
=
1,
2,
3,
4,
5,
6,
7,
8
OLE_RUNNER_ERROR
The enumerated type OLE_RUNNER_ERROR defines the following errors:
OLE_ERR_USER_UNKNOWN_ERROR
OLE_ERR_USER_INVALID_BOOL_NUMBER
OLE_ERR_USER_INVALID_BOOL_TEXT
OLE_ERR_USER_NO_EXTERNAL_DLL
OLE_ERR_USER_INVALID_DATE
OLE_ERR_USER_MALFORMED_DATE
OLE_ERR_USER_INVALID_DATETIME
OLE_ERR_USER_MALFORMED_DATETIME
OLE_ERR_USER_NUMBER_TO_BIG
OLE_ERR_USER_NON_COMPLETE_NUMBER
OLE_ERR_USER_INVALID_NUMBER
OLE_ERR_USER_DIVISION_BY_ZERO
OLE_ERR_USER_INVALID_ACTION_IN_FUNCTION
OLE_ERR_USER_UNKNOWN_NODE
OLE_ERR_USER_NONODE_TO_BACK
OLE_ERR_USER_NONODE_TO_RETURN
OLE_ERR_USER_INV_XCALL_RETURNS
OLE_ERR_USER_INV_XCALL_NAME
OLE_ERR_USER_NO_CURRNODE
OLE_ERR_USER_PROG_CURSOR_DUPL
OLE_ERR_USER_PROG_CURSOR_UNK
OLE_ERR_USER_UNOPENED_PROG_CURSOR
OLE_ERR_USER_NEG_NKEY_LOOKUP
OLE_ERR_USER_NULL_NODE_NAME
OLE_ERR_USER_UNK_NODE_NAME
OLE_ERR_USER_NULL_FETCH_POS
OLE_ERR_USER_NULL_LOADCT_EASYCODE
OLE_ERR_USER_INVALID_TIME
OLE_ERR_USER_MALFORMED_TIME
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
3010,
3011,
3012,
3013,
3014,
3015,
3016,
3017,
3019,
3020,
3021,
3022,
3023,
3024,
3025,
3026,
3028,
3029,
3030,
3031,
3032,
3033,
3035,
3036,
3037,
3038,
3039,
3040,
3041,
uAgent OCX
2010-03-31
89
OLE_ERR_USER_NULL_OPERANDS
OLE_ERR_USER_NO_EXTERNAL_FUNCS
OLE_ERR_USER_EXT_FUNC_ERROR
OLE_ERR_USER_MISTYPED_EXT_FUNC_RETURN
OLE_ERR_USER_NO_EXTERNAL_PROCS
OLE_ERR_USER_EXT_PROC_ERROR
OLE_ERR_USER_FETCHING_UNOPENED_CURSOR
OLE_ERR_USER_INV_NUMBER_RANGE
OLE_ERR_USER_UNRECOGNIZED_EXCEPTION
OLE_ERR_USER_INVALID_CBOX_VALUE
OLE_ERR_USER_UNK_ATTR
OLE_ERR_USER_REQUIRED_ATTR
OLE_ERR_USER_INVALID_ATTR
OLE_ERR_USER_ERROR
OLE_ERR_EREC_cant_create_storage
OLE_ERR_EREC_cant_load_dll
OLE_ERR_EREC_invalid_script_dll
OLE_ERR_EREC_upgrade_runner
OLE_ERR_EREC_regenerate_dll
OLE_ERR_EREC_unimplemented_callback
OLE_ERR_EREC_cant_connect
OLE_ERR_EREC_scripts_pending
OLE_ERR_EREC_cant_load_conn_script
OLE_ERR_EREC_sessions_pending
OLE_ERR_EREC_campaign_already_set
OLE_ERR_EREC_unk_file_extension
OLE_ERR_EREC_cant_create_session
OLE_ERR_EREC_cant_create_window
OLE_ERR_EREC_contact_already_set
OLE_ERR_EREC_cant_post_message
OLE_ERR_EREC_cant_open_text_file
OLE_ERR_EREC_incomplete_parsing
OLE_ERR_EREC_parse_error
OLE_ERR_EREC_analyse_failed
OLE_ERR_EREC_ext_proc_null_arg
OLE_ERR_EREC_cant_call_null_proc
OLE_ERR_EREC_ext_proc_c_exception
OLE_ERR_EREC_cant_global_alloc
OLE_ERR_EREC_recompile_dll
OLE_ERR_USER_NULL_ARRAY_INDEX
OLE_ERR_USER_NULL_ARRAY_DIMENSION
OLE_ERR_USER_ARRAY_INDEX_OUT_OF_BOUNDS
OLE_ERR_USER_INVALID_SAVE_FILE
OLE_ERR_NO_BOARD_ACCESS
OLE_ERR_MALFORMED_AUDIO
OLE_ERR_UNKNOWN_AUDIO
OLE_ERR_UNKNOWN_TIMER
OLE_ERR_INVALID_IVR_FUNCTION
90
2010-03-31
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
=
uAgent OCX
3042,
3043,
3044,
3045,
3046,
3047,
3048,
3050,
3051,
3052,
3053,
3054,
3055,
3056,
3057,
3058,
3059,
3060,
3061,
3062,
3063,
3064,
3065,
3067,
3068,
3069,
3070,
3071,
3072,
3073,
3074,
3075,
3076,
3077,
3078,
3079,
3080,
3081,
3082,
3083,
3084,
3085,
3086,
3100,
3104,
3107,
3108,
3109
Index
A
ACB_RETURN_CODE 8
agent
ACD state 80
exit 23, 68
extension 23, 24, 71, 80
information 21
list 29
login 20, 70
logout 20, 70
message 85
name 23
password 24
ready 21, 25, 31, 72
sign off 31, 72
sign on 31, 73
answer 33
answer_data_interaction 42
Assisted Server
timezone 24
B
blind_transfer 33
C
call
ACD 21
answer 33, 65
blind data 36
blind transfer 33, 65
clear 34, 66
conference 34, 66
dequeue 40, 67
dial 35, 58, 59, 67, 70
DNIS 36
enqueue 39, 40, 68
event 81, 82
extend 34, 38, 68
hang up 37, 69
hold 37, 38, 69
phone number 36
record 41, 73, 74
retrieve 71
send DTMF 39
state 30, 37
supervisor help 38, 74
transfer 38, 75
campaign
activate 76
agent 29
available 76, 77
close 28, 76
email 30
information 27
list 28, 69
campaign (continued)
message of the day 30
name 28
open 27
start session 74
suspend 77
CampaignActivated (event) 76
CampaignAvailable (event) 76
CampaignClosed (event) 76
CampaignSuspended (event) 77
CampaignUnavailable (event) 77
CampaignUnavailableSuspended (event) 77
can_answer 65
can_answer_data_interaction 65
can_blind_transfer 65
can_clear 66
can_clear_data_interaction 66
can_conference 66
can_dial 67
can_discard_data_transaction 67
can_end_data_transaction 68
can_enqueue_call 68
can_exit 68
can_extend 68
can_get_campaigns 69
can_hangup 69
can_hold 69
can_load_contact 70
can_login 70
can_logout 70
can_new_call 70
can_new_contact 71
can_retrieve 71
can_set_extension 71
can_set_not_ready 72
can_set_ready 72
can_sign_off 72
can_sign_on 73
can_start_record 73
can_start_script 73
can_start_session 74
can_stop_record 74
can_supervisor_help 74
can_transfer 75
change_password 24
clear 34
clear_data_interaction 42
close_campaign 28
conference 34
ConnectionState (event) 79
contact
code 56, 60
insert 58, 71
load 57, 70
time zone 56, 61
user id 22
count_outgoing_mails_gui 43
create_data_interaction 43
uAgent OCX
2010-03-31
91
cursor
close 62
fetch 62
number of rows 62
open 63
cursor_close 62
cursor_fetch 62
cursor_nrows 62
cursor_open 63
ETALK_PRESENTATION_ERROR 8
ETALK_SESSION_ERROR 8
ETALK_SET_EXT_ERROR 8
ETALK_VB_ERROR 8
exit_talk 23
extend 34
ExtensionCleared (event) 80
FeatureInvoked (event) 80
FeatureProgress (event) 80
forward_gui 44
data interaction
answer 42, 65
clear 42, 66
create 43
destroy 44
position 40
progress 78
state 42, 78
data transaction
call type 60
discard 55, 67
end 55, 68, 79
outcome 60
restart 43
send data 60
start script 61, 73
DataEvent (event) 77
DataInteractionEvent (event) 78
DataInteractionProgressEvent (event) 78
DataTransactionEnd (event) 79
dequeue_call 40, 67
destroy_data_interaction 44
dial 35
dial() 20
discard_data_transaction 55
G
get_acd 21
get_agent_info 21
get_bcc_field() 47
get_blind_data 36
get_callcenter_timezone 24
get_campaign_agents_list() 29
get_campaign_info 27
get_campaign_name 28
get_campaigns 28
get_cc_field() 47
get_data_interaction_state 42
get_default_extension 23
get_dnis 36
get_easy_code 56
get_extension 23
get_from_field 30
get_full_name 23
get_last_error 25
get_login_name 23
get_mails_in_queue 44
get_message_of_the_day 30
get_not_ready_reasons 25
get_password 24
get_phone_number 36
get_phone_state 37
get_preview_mode 56
get_session 25
get_site_info 26
get_subject_field() 48
get_timezone 56
get_to_field() 48
get_user_id 22
global_dial() 20
E
edit_email_gui 52
email
attachment 49, 53
body 46, 48
header 45, 46, 47, 48
information 46
pick up 45
queue 44
remove 53
send 51, 83
store 49
email editor
count 43
create 44, 50, 52
end_data_transaction 55
enqueue_call 39
error 25
ETALK_AGENT_ERROR 8
ETALK_CAN_ERROR 8
ETALK_CPG_ALREADY_OPEN_ERROR 8
ETALK_EXIT_ERROR 8
ETALK_INCORRECT_CPG_ERROR 8
ETALK_OK 8
ETALK_OLE_ERROR 8
92
2010-03-31
H
hangup 37
hold 37
I
in_node 57
is_phone_op_pending 30
L
load_contact 57
uAgent OCX
login 20
logout 20
N
new_call 58
new_contact 58
node 57
O
open_browser_for_web_interaction_gui 53
open_campaign 27
P
PhoneEvent (event) 81
PhoneProgressEvent (event) 82
pickup_mail 45
Q
query_email 45
query_email_attachments_info() 49
query_email_document 46
query_email_mime 46
query_email_text_body 48
query_queue_position 40
query_web 50
R
release_session 26
remove_email() 53
reply_all_gui 50
reply_gui 50
reschedule_contact_with_failed_reason 59
restart_data_transaction 43
retrieve 38
send_email_mime 51
send_email_text 51
SendMailData (event) 83
session 25
add data 77
clear 83
data transaction 61
release 26
start 32, 83, 85
SessionCrearedEvent (event) 83
SessionEvent (event) 83
SessionPhoneEvent (event) 85
set_call_type 60
set_extension 24
set_not_ready 31
set_ready 31
set_site 26
set_timezone 61
show_email_gui 52
sign_off 31
sign_on 31
site 26
SQL
execute 63
select 64
sql_execute 63
sql_select 64
start_record 41
start_script 61
start_session 32
stop_record 41
store_email_mime() 49
supervisor_help 38
T
transfer 38
U
UserMessage 85
S
save_attachment() 53
select_contact 60
send_data 60
send_DTMF 39
W
web interaction
information 50
open 53
uAgent OCX
2010-03-31
93

Uagent Ocx

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Uagent Ocx

Hochgeladen von

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uAgent OCX

First released: 2003-11

How to upgrade older programs..................................................................................17

Data interaction methods..............................................................................................42

Data transaction methods.............................................................................................55

uAgent OCX enumerated types...................................................................................86

How uAgent OCX works

uAgent OCX return codes

How to set up the uAgent OCX

Windows operating system

Install the uAgent OCX

uAgent OCX return codes

The operation succeeded.

A run time error occurred.

An error occurred while connecting to the uAgent Windows Automation server.

The Assisted Server did not allow the operation.

The method failed to set the extension of the agent.

uAgent OCX failed to exit the uAgent Windows application.

The IPresentation object is missing.

The campaign was already open.

Properties of uAgent OCX User Control

If TRUE, generates basic log information.

If TRUE, adds error logs to the log file.

If TRUE, generates extra log information.

If TRUE, displays uAgent OCX message windows.

If TRUE, sets uAgent Windows visible on the workstation of the agent.

If TRUE, creates log files.

If TRUE, allows several agents to log in on the same computer.

Properties of uAgent OCX Timer

Label font of uAgent OCX Timer.

How to increase the wrap-up time

The call and data interaction are in wrap-up

New functionality in Altitude uCI 7.1

Indicates that a campaign was closed on the Assisted Server.

Sends a sequence of DTMF (dual tone multiple frequency) tones.

Sets the Assisted Server instance (site).

Retrieves a list of agents related to a campaign.

Returns the list of queued emails for all open campaigns.

Retrieves the header field To of the email.

Retrieves the header field From of the email.

Retrieves the header field Bcc of the email.

Retrieves the header field Cc of the email.

Saves an email attachment into a file.

Stores an email in MIME format in the document manager.

Removes an email from the document manager.

New functionality in Altitude uCI 6.2

Answers an alerting data interaction.

Clears the data interaction.

Retrieves the state of the data interaction.

Notifies that a pending data interaction operation has evolved.

Creates a data interaction.

Destroys a data interaction.

Opens the browser for a Web collaboration.

Edits a new email on uAgent Windows.

Edits a forward email on uAgent Windows.

Edits a reply email on uAgent Windows.

Edits a reply email on uAgent Windows.

Displays the received email on uAgent Windows.

Notifies that an email was sent.

Retrieves the sender address configured for the campaign.

Picks up the specified email from the campaign queue.

Retrieves email information for the specified email.