Predictive Dialer COM API

The Predictive Dialer COM API enables programmers to develop applications that are functionally like the Interaction Scripter client. It provides a callback object that notifies an application when predictive events occur, and a server object whose methods manipulate and disposition data pops. The server object logs in the agent, transitions to the next stage, and updates contact list data. It provides overall control over interactions between an agent and the Outbound Dialer server.

Interaction Scripter client does not need to be running when you run a Predictive Dialer COM application. However, the Scripter client must be installed on the PC that runs your third-party application, so that component files can be shared.

IEICClientCallback2 interface

Implement the IEICClientCallback2 object in your client application to monitor for predictive events. It provides notification when a workflow starts, stops, or transitions to a different campaign.

Methods

CampaignTransition	This method is called when a workflow transitions from one campaign to another.
DataPop	DataPop notification occurs when a new call arrives in an agent's queue from a campaign running in predictive, preview, or power mode. Call data is represented in parallel name and value arrays.
PostMessage	PostMessage is a generic method that was added for extensibility. It provides a generic callback method that the Dialer can call in future situations. This method is reserved for future use.
PreviewCallAdded	This method is called when a preview call is sent to a specific agent, before the agent places the call for a campaign that is running in preview mode. The data for the call is represented in parallel name and value arrays.
SetFormDefinition	This method is reserved for Interaction Scripter for Form Updates. Dialer calls this method when forms change. VB applications should implement the function in the class library as a function that returns a NULL result.
ShutdownClient	This method is called when the predictive client needs to shutdown.
WorkflowStarted	This method is called when a workflow is started.
WorkflowStopped	This method is called when a workflow is stopping.

IEICPredictiveServer2 Interface

This interface provides a server object whose methods manipulate and disposition data pops.

Methods

AssociateCall	The AssociateCall method has been deprecated. Do not use it in your application.
CallComplete	Use CallComplete when the Agent has completed a call. It sends call results, including Reason and Finish Codes, to the Outbound Dialer server.
GetFormDefinition	GetFormDefinition returns the base Interaction Scripter form definition. This method is reserved for internal use by PureConnect. Do not call this method in custom applications.
Logoff	This method logs the agent out of a workflow.
Logon	This method logs the agent into the specified workflow.
PlacePreviewCall	Places a preview call for the associated workflow. Names and Values represent contact information passed to the dialing handler.
PostMessage	Posts a message to the client callback handler. This generic method is included for future extensibility.
SetAgentType	SetAgentType sets the AgentType value for the current agent. This method is primarily used in conjunction with Finishing Agents (agents that do not receive regular campaign calls).
SetAvailability	SetAvailability sets the agent break status. If p_IsAvailable is False, then set the agent into a break state. If True, then set the agent as available to receive campaign calls.
SetMarshalledClientCallbackHandler	This method associates the Predictive Dialer COM object with an IEICClientCallback2 watcher, so that you can monitor for changes to the Predictive Dialer COM object. This watcher object must be implemented in a client application.
SetThreadedClientCallbackHandler	This method associates the Predictive Dialer COM object with an IEICClientCallback2 watcher. This allows you to monitor for changes to the Predictive Dialer COM object. Your client application must implement this watcher object.
StartReceivingCalls	The StartReceivingCalls method informs the Dialer that the associated agent is ready to start receiving campaign calls. This method is usually called after the login initialization is complete.
UpdateCallData	The UpdateCallData method updates the data associated with the current outbound contact. This method is usually called right before a contact is transferred to another party.
UpdateStage	Call the UpdateStage method when the agent has transitioned to a new stage in the call.
ValidateVersion	Interface version number being used by the Interaction Scripter predictive client. See IFREV TypeDef for values.

Properties

AvailableWorkflows (Get)	The AvailableWorkflows property returns the list of available workflows in a SAFEARRAY. The workflows in the list only include those that agents can log into. No agentless workflows are listed.
UserId (Get)	Returns the User Id of the logged in agent.
UserId (Put)	Sets the User Id of the logged in agent.

Sample application

The API includes a sample application, written in VB6, that illustrates techniques used to create a Predictive Dialer COM application.

The Predictive Dial COM example application (PredictiveDialCOM2Example.exe)

The sample application prompts for information it needs to establish a Notifier connection with the CIC server. Once this connection is established, it populates a list of active workflows.

Once a workflow is selected, the user can join (logon) the workflow to receive calls. Information about the current call is displayed in the Call Information list. The user can disposition a telephone call by pressing the Success, Failure, or Deleted buttons.

Success indicates that the call met the overall objective of the campaign. Failure indicates that it did not. Deleted marks the current Contact List record so that the contact is never called again. The Total Sales field collects data that will be written to the Contact List database once the call is dispositioned. Interactions with the program are displayed as Log Entries.

Once you understand the programming behind these simple tasks, you will be able to design more advanced API applications.

Interaction Scripter API

The term Interaction Scripter refers to the client application that executes scripts, and to the programming API that is used to create scripts.

Interaction Scripter client is a desktop application that executes campaign scripts written in HTML and Javascript. This application is used primarily by call center agents. Scripter's primary job is to execute campaign scripts-HTML pages that guide call center agents through stages of a campaign call.

Scripts are displayed inside an embedded instance of Microsoft's Internet Explorer web browser. Since the browser component is built-in, Interaction Scripter can intercept and respond to web events. It fully leverages IE's feature set and can render sophisticated user interfaces. Scripter client populates the agent's display with information pertaining to the call, the customer, and the campaign, based on behavior defined in scripts.

Interaction Scripter API is a set of JavaScript extensions that support events, actions, and attributes. These elements manipulate objects in all environments, regardless of whether Interaction Dialer is also installed. Predictive actions, events, and attributes work only when Interaction Dialer is installed on the CIC server. Standard actions, events, and attributes work with or without Interaction Dialer.

• Events are notification messages from the CIC server that trigger script functions. For example, an event can provide notification that a queue on the server has changed. When a call is placed on a queue, this event changes the queue, generating an event message.

• Actions are messages from Interaction Scripter scripts to the server that trigger an action on the CIC server.

• Attributes are data items passed by actions to the CIC server. A Dialer attribute is data from a column in a database that is associated with a campaign.

For more information, see the following:

• Interaction Scripter .NET Client Help at https://help.genesys.com/cic/mergedProjects/wh_dlr/mergedProjects/scripter_client_help2/desktop/scripter_client_help.htm.

• Interaction Scripter Developer's Guide at https://help.genesys.com/cic/mergedProjects/wh_dlr/mergedProjects/scripter_dg/desktop/interaction_scripter_developers_guide.htm.

Dialer IceLib API

Dialer IceLib API provides a set of classes for accessing Customer Interaction Center outbound dialing functionality. Classes in the ININ.IceLib.Dialer namespace provide Workflow Monitoring, Dialer Agent Session Managementm and Dialer Call Handling. Classes in the ININ.IceLib.Dialer.Config namespace access your Dialer server's configuration.