Platform SDK: TAPI

Call Center Interfaces

The call center interfaces provide methods that queue and distribute calls within a call center. TAPI 3.0 defines five main call center objects: ACDGroup, Agent, AgentHandler, AgentSession, and Queue. All of these objects can be extended to provide implementation-specific methods. In addition, the ITTAPICallCenter interface on the TAPI object provides methods to enumerate AgentHandler objects.

See About TAPI 3.0 Call Center Controls for additional information.

Interface Description
ITACDGroup Gets name and queue information for an ACD group.
ITACDGroupEvent Gets description of ACD group events.
ITAgent Provides methods to set and get information concerning an agent.
ITAgentEvent Notification interface for ITAgent.
ITAgentHandler Provides methods to create Agent objects and enumerate ACD groups.
ITAgentHandlerEvent Gets description of AgentHandler events.
ITAgentSession Provides methods to set and get information concerning an agent session.
ITAgentSessionEvent Notification interface for ITAgentSession.
ITQueue Gets and sets information concerning a queue.
ITQueueEvent Gets information concerning a queue event.
IEnumACDGroup ITACDGroup
IEnumAgent Enumerates ITAgent
IEnumAgentHandler Enumerates ITAgentHandler
IEnumAgentSession Enumerates ITAgentSession
IEnumQueue Enumerates ITQueue