| Platform SDK: TAPI |
Agents are the heart of a call center. They are responsible for receiving and processing incoming calls and, at times, making outgoing calls to customers or prospects. See About TAPI 3.0 Call Center Controls for additional information.
IUnknown Methods
IDispatch Methods
| ITAgent methods | Description |
|---|---|
| EnumerateAgentSessions | Enumerates the current agent sessions. |
| CreateSession | Creates a new agent session. |
| CreateSessionWithPIN | Creates a new agent session, with Personal Identification Number (PIN). |
| get_ID | Gets an agent's ID. |
| get_User | Gets the agent user name. |
| get_State | Gets the state of an agent session. |
| put_State | Sets the state of an agent session. |
| get_MeasurementPeriod | Gets the period (in seconds) for which the switch and/or implementation stores and calculates information. |
| put_MeasurementPeriod | Sets the period (in seconds) for which the switch and/or implementation stores and calculates information. |
| get_OverallCallRate | Gets the agent call rate across all sessions. |
| get_NumberOfACDCalls | Gets the number of ACD calls handled by this agent across all sessions. |
| get_NumberOfIncomingCalls | Gets the number of incoming non-ACD calls handled by this agent. |
| get_NumberOfOutgoingCalls | Gets the number of outgoing non-ACD calls handled by this agent. |
| get_TotalACDTalkTime | Gets the number of seconds spent talking in ACD calls by this agent (across all sessions). |
| get_TotalACDCallTime | Gets the number of seconds spent on ACD calls by this agent, including wrap-up time. |
| get_TotalWrapUpTime | Gets the number of seconds spent on ACD wrap-up work by this agent. |
| get_AgentSessions | Creates a collection of current agent sessions. This method is provided for Automation client applications, such as those written in Visual Basic. |
Windows NT/2000: Requires Windows 2000.
Version: Requires TAPI 3.0 or later.
Header: Declared in Tapi3.h.
Library: Use T3iid.lib.