README.TXT

TAPI ACD Samples 
======================================================================= 
ACDSMPL and ACDCLNT implement a simple ACD call center.  The purpose of 
these samples is to highlight some of the new call center features of  
TAPI 2.0.  This document will give an overview of some of the design  
details of these two applications. 
 
ACDSMPL 
======= 
ACDSMPL is the ACD server application.  It keeps track of groups and  
agents, When calls come in on a group s line, ACDSMPL looks for an  
agent to transfer the call to.  It also keeps track of agent state information. 
 
Groups 
------ 
In the sample, a group corresponds to a single address on a line  
device.  When a call arrives on that address, the ACD server will look  
for an agent that is a member of that group to take the call.  A group  
has a list of agents that are allowed to log into it. 
 
Agents 
------ 
An agent corresponds to a person that has access to a single line. They  
are allowed to use any address on that line. This implementation is  
limited, however, because it only has one destination address for each  
agent.  That is, when a call is to be transferred to the agent, there  
is a single number that it will be transferred to, not a number for  
each address.  Most implementations should allow for a destination  
address for each address. 
 
UI 
-- 
The UI allows adding of agents and groups.  ACDSMPL automatically  
writes out the agent and group information to ACDSMPL.INI when it shuts  
down.  The File | Open command will read in the information from that  
file.  See below for a description of the ini file. 
 
The default UI view is the Group view.  The Group view shows each  
group, and underneath them, every agent that is allowed to log into the  
group.  If the agent is logged in, their user name will be in bold.   
The Agent view shows each agent.  This view can be used to change  
information about the Agent. 
 
Security 
-------- 
There is no security implemented in this sample.  Users are verified by  
the user name that TAPI puts in each LINEPROXYREQUEST structure and the  
line device.  ACDSMPL compares these with the information entered in  
through the ACDSMPL UI. 
 
The new TAPI features that ACDSMPL illustrates are: 
 
New lineOpen functionality 
Handling of the LINE_PROXYREQUEST message 
New lineInitializeEx functionality. 
Unicode 
 
ACDCLNT 
======= 
ACDCLNT is the client application that works the ACDSMPL.  Using the  
model from ACDSMPL, ACDCLNT assumes that the user can only have access  
to one line.  Upon startup, it calls lineGetAgentCaps for each device.  
When it finds a line device that lineAgentCaps succeeds on, it uses that  
line device. 
 
ACDCLNT allows the user to set state, group and activity information.   
Also, when a call appears on its line, ACDCLNT will allow the user to  
answer that call. 
 
The new TAPI features that ACDCLNT illustrates are: 
 
The new Agent functions:  lineGetAgentList, lineGetAgentStatus,  
lineGetAgentCaps, lineGetAgentActivityList, lineSetAgentState,  
lineSetAgentActivity, and lineSetAgentGroup. 
Unicode 
lineInitializeEx - using completion ports for callback mechanism 
 
 
ACDSMPL.INI format 
================== 
 
[GENERAL] section 
NumAgents=x 
NumGroups=y 
x and y are the number of agents and groups in this file 
 
[GROUPS] section 
GROUPx=name,perm device id,address id 
 
x starts at 0 and increments for each group 
name is the name of the group (cannot contain commas) 
permanent device id is the permanent device id of the line device  
associated with the group.   
address id is the address id of the line that the group uses 
 
[AGENTS] section 
AGENTx=name,dest address,perm device id 
 
x starts at 0 and increments for each group 
name is the user name of the agent 
dest address is the address that acdsmpl would transfer calls to that  
agent 
permanent device id is the permanent device id if the user's line 
 
[GROUPx] section 
each group has a section that indicates which agents are members of that group.  If the agent is in the group, the entries look like 
AGENTy=1 where AGENTy corresponds to the agent key in the [AGENTS] section 
 
 
EXAMPLE: 
 
[Groups] 
GROUP0=First Group,786435,0 
GROUP1=Second Group,786435,1 
GROUP2=Third Group,786436,0 
 
[GROUP0] 
AGENT0=1 
AGENT1=1 
 
[GROUP1] 
AGENT0=1 
 
[Agents] 
AGENT0=scooter,3343,786432 
AGENT1=frankie,3342,786433 
 
[General] 
NumGroups=3 
NumAgents=2