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Real Time Interface Release 1.2.0 Developer's Guide Last revised : April 13 200

Real Time Interface Release 1.2.0 Developer's Guide Last revised : April 13 2001 Alcatel-Lucent © 1998-2007 – All rights reserved 1/46 TABLE OF CONTENT 1 GENERAL INFORMATION.................................................................................................................................4 2 INTERFACES.......................................................................................................................................................4 3 GENERAL MECHANISMS................................................................................................................................5 3.1 CCS PERFORMANCE WHEN USING RTI............................................................................................................5 3.2 REAL TIME NOTIFICATION SERVICES................................................................................................................6 3.2.1 AcdObject interface (Pilots, Filters, Waiting Queues, Processing Groups Agent, Processing Groups Other, Agents).........................................................................................................................................................6 3.2.1.1 Object states......................................................................................................................................................6 3.2.1.2 Individual notifications of the Acd objects........................................................................................................6 3.2.2 Events manager object (AcdEvent interface)........................................................................................7 3.2.2.1 Global level.......................................................................................................................................................7 3.2.2.2 Site level (Multi sites)......................................................................................................................................7 3.2.2.3 Acd objects level...............................................................................................................................................8 3.3 MANAGEMENT OF THE SUCCESS AND ERRORS.................................................................................................8 3.4 SERVICE CALLS................................................................................................................................................8 3.5 EXCEPTIONAL SITUATIONS...............................................................................................................................9 3.6 TYPE OF DATA OBTAINED.................................................................................................................................9 3.7 DURABILITY OF THE OBTAINED DATA..............................................................................................................9 3.8 CLIENT DEVELOPMENT PACKAGE.....................................................................................................................9 4 RTI CONNECTION SCRIPT...........................................................................................................................10 4.1 INSTANCIATING THE RTI ROOT OBJECT (ACDAUTOMATIONSERVER)............................................................10 4.2 CONNECTION OF THE EVENTS CALLBACK (EVENTRECEIVER).......................................................................11 4.3 IDENTIFICATION OF THE CLIENT....................................................................................................................12 4.4 RETRIEV AL OF THE LIST OF OBJECTS.............................................................................................................12 4.5 CONNECTION TO AN ACD OBJECT.................................................................................................................13 4.6 SUBSCRIPTION TO A DATUM OF AN OBJECT...................................................................................................15 5 REFERENCE......................................................................................................................................................15 5.1 EXCEPTIONS...................................................................................................................................................15 5.2 SERVER INTERFACES......................................................................................................................................16 5.2.1 AcdAutomationServer..........................................................................................................................16 5.2.1.1 Description......................................................................................................................................................16 5.2.1.2 Services...........................................................................................................................................................16 5.2.2 AcdObject.............................................................................................................................................20 5.2.2.1 Description......................................................................................................................................................20 5.2.2.2 Services...........................................................................................................................................................20 5.2.3 AcdEvent..............................................................................................................................................26 5.2.3.1 Description......................................................................................................................................................26 5.2.3.2 Services...........................................................................................................................................................26 5.3 CLIENT INTERFACES......................................................................................................................................28 5.3.1 DataReceiver........................................................................................................................................28 5.3.1.1 Description......................................................................................................................................................28 5.3.1.2 Services...........................................................................................................................................................28 5.3.2 EventReceiver......................................................................................................................................30 5.3.2.1 Description......................................................................................................................................................30 5.3.2.2 Services...........................................................................................................................................................30 5.4 CONSTANTS...................................................................................................................................................33 5.4.1 Interface states.....................................................................................................................................33 5.4.2 Available objects types.........................................................................................................................33 5.4.3 Return values........................................................................................................................................34 5.4.3.1 Success codes..................................................................................................................................................34 5.4.3.2 Error codes......................................................................................................................................................34 5.4.4 Available Event masks.........................................................................................................................34 5.4.5 Available Data......................................................................................................................................35 5.4.5.1 AcdPilot..........................................................................................................................................................35 Alcatel-Lucent © 1998-2007 – All rights reserved 2/46 5.4.5.2 AcdFilter.........................................................................................................................................................36 5.4.5.3 AcdWaitingQueue...........................................................................................................................................36 5.4.5.4 AcdProcessingGroupAgent.............................................................................................................................37 5.4.5.5 AcdProcessingGroupOther..............................................................................................................................39 5.4.5.6 AcdAgent........................................................................................................................................................39 Alcatel-Lucent © 1998-2007 – All rights reserved 3/46 This documentation describes the external operation of the CCS Automation interface, called Real Time Interface (RTI). The previous version of this document was numbered 1.1.0, and was describing the RTI 1.0.2 version. The version 1.2.0 of document adds the feature of the RTI 1.0.3, available starting with CCS 4.5, which adds the Filters real-time counters. 1 General information The Automation interface is made up of a set of interfaces (in the Component Object Model sense, capable of being encapsulated in C++ classes, for example), giving access to the various objects of the CCS. The mechanism underlying Automation is the Client/Server model. In this case, the CCS will be called server, whereas any application interfacing with the CCS by Automation will be called client. Note that a mechanism supplying the client with data (callback mechanism) has been added to the classic diagram (client requesting server / server answering the request). Each service returns a Result type return code in order to validate the result obtained, or even to identify the source of error if the result is not valid (functionality is not available, object is not accessible, Automation error…) The CCS objects will be identified by their access key. All the normal objects and the super objects (defined in the CCS) of Pilot, Filter, Waiting Queue, PG Agents, PG Others and Agent type, are available in RTI. No distinction will be made between normal objects and super objects. Hyper objects are not available through RTI. 2 Interfaces The various interfaces described are as follows :  AcdAutomationServer Alcatel-Lucent © 1998-2007 – All rights reserved 4/46 As its name indicates, it concerns the parent interface. It is the entry point in RTI. This interface is instantiated when a client requests a RTI connection. It makes it possible to get the list of available objects, to instantiate a particular object and to have access to the other interfaces available through RTI.  AcdEvent This interface intervenes during changes in the server. It globalizes the change to various levels: relative to the application as a whole (changing the client's access rights, destruction of the application…), relative to the sites (sites connection/disconnection…), and relative to the objects themselves (creation/destruction of objects…).  AcdObject It is the reflection of an ACD object (pilot, filter, waiting queue, processing group agent, processing group other, or agent). This interface gives access to data specific to a given ACD object, and offers notification and subscription service for these data. 3 General mechanisms 3.1 CCS Performance when using RTI The external performance of the CCS application is in no way modified if one or more clients are connected to RTI. Note however that adding RTI to the CCS application implied that the CCS must be able to run in the background, without its user interface displayed. The various situations that may occur are as follows:  A client connects to RTI If the CCS is already present and runs on the machine (either in interactive mode, or in the background), the client connects to it. In the opposite case, the system runs the CCS as a background task, before the client connects to it.  A client disconnects from RTI If the CCS is in interactive mode, nothing happens. If it runs as a background task and no client remains connected to RTI, the CCS is stopped.  The user wishes to use the CCS Alcatel-Lucent © 1998-2007 – All rights reserved 5/46 If the CCS is not already started, the CCS is started in interactive mode. If, on the contrary, an instance running in the background already exists, it switches over to interactive mode to present its graphical interface to the user.  The user closes the CCS If one or several clients are still connected to RTI, the CCS changes to background task mode. If not, the application is stopped. 3.2 Real time notification services 3.2.1 AcdObject interface (Pilots, Filters, Waiting Queues, Processing Groups Agent, Processing Groups Other, Agents) 3.2.1.1 Object states The object represented by an interface can be in three different states: Available, Unreachable or Destroyed. The three states and the possible transitions are represented in the following diagram: When created, the object is found in the Available or Unreachable state, depending on the state of the CCS. During a change of state of the object, the client will be notified if he has subscribed to the interface notification service. When the CCS application is closed for an exceptional reason, all existing objects change to the Destroyed state before being actually destroyed. This, however, will be an exceptional situation. Alcatel-Lucent © 1998-2007 – All rights reserved 6/46 3.2.1.2 Individual notifications of the Acd objects The AcdObject interface offers notification services. They are four in number:  Modified data (Subscription) These notifications are sent to the client when one or several of the data to which the client has subscribed have changed value. For performance reasons (to limit the number of Automation calls), the modified data as well as their value are sent to the client during the notification. These notifications may be temporarily interrupted by the client to reduce the traffic between the client and the server.  Unavailability This event is notified to the client when the object has become unreachable (Unreachable state), subsequent to a network disconnection, for example. Only the Availability or Destruction notifications may be received after such an event.  Availability The object is now available again (network reconnection, for example), and the data notification service is operational again (Available state). Note that just afterwards a Modified Data notification will be sent (if necessary) by the CCS for data updating.  Destruction This event occurs when the object is destroyed: it no longer exists from this time on (Destroyed state). In other words, it will be the last notification the client receives from the CCS for the object concerned. This event may signify that the object itself has been destroyed at the PABX level, or that the CCS is in the process of destroying its objects before terminating the session. Likewise, if a consistency problem is detected, the object changes to the Destroyed state. During the destruction of the CCS, the client can be notified. In this case, the destruction notifications are not sent for each of the ACD objects allocated. If, on the contrary, the client is not connected to the Events Manager of the server (see 3.2.2), then each object allocated by the client will be notified of its destruction. 3.2.2 Events manager object (AcdEvent interface) This interface allows the dispatch of notifications when an event occurs in the server. It may concern events allowing to synchronise the Alcatel-Lucent © 1998-2007 – All rights reserved 7/46 client to the server, for example. The notifications offered by this interface are classified by decreasing granularity. Note that the client may specify to the server that he only wishes to receive a subset of these notifications. 3.2.2.1 Global level  Closing the server This notification is sent to the client when the CCS stops. In this case, the Acd interfaces will not be notified individually of their destruction.  Changing the access rights During a change of objects access rights, the server sends this notification. 3.2.2.2 Site level (Multi sites) Not implemented. 3.2.2.3 Acd objects level  Creation of Acd objects This notification is sent to the client when one or several Acd objects have been created.  Destruction of Acd objects Same thing, but for the destruction of one or several uploads/s1/ dev-guide.pdf