Using TAPI 3.0 Call Center Controls

Call center controls extend the TAPI 3.0 object model to support the requirements of Automatic Call Distribution (ACD) systems. A call center is a location with agents or operators at banks of telephones either making outgoing telephone calls or fielding incoming ones. For example, a bank or credit card company will use a call center to process account inquiries.

Call center applications are divided into three basic types:

ACD Proxy: Handles incoming or outgoing sessions at the server, which can be anything from a proprietary telephone switch to an Internet gateway.

ACD Agent Client: Services an individual agent who is receiving or making calls.

ACD Supervisor Client: Provides an overall view of agent and ACD operations.

Note  For Microsoft® Windows® 2000, proxy functionality is available using TAPI 2.2, and supervisor functions are not implemented.

The samples section of the Platform SDK contains ACD code samples under Netds\Tapi\Tapi2\Acd and Netds\Tapi\Tapi3\Acd.