Adapter - CallCenterWorX ACD
This page describes version 2.0.7 of the adapter.
Overview
This adapter is used to interface to a CallCenterWorX ACD system using the Infolink protocol. Infolink allows an application to monitor contact center activity and manage contacts and agents within the ACD system.
Properties
| Name | Display | Is Required | Comments | Type | Default Value | Maximum Value | Minimum Value | Maximum Length | Minimum Length |
|---|---|---|---|---|---|---|---|---|---|
| acdAddress | ACD Address | True | IP address or DNS name for ACD connection. | string | 1024 | ||||
| acdPort | ACD Port | True | TCP port for ACD connection. | integer | 60030 | 65535 | 1 |
Commands
Attach CTI Information (attachCtiInformation)
Attach CTI information to a call. It can be dialed digit information solicited by an IVR or any information the application might attach to the call.
Request Properties
| Name | Display | Description | Is Required | Type |
|---|---|---|---|---|
| callingParty | Calling Party | Calling party of call to attach CTI Information to. | True | string |
| ctiInformation | CTI Information | CTI information to attach to the call. Valid data should consist of only the printable ASCII characters 0x20-0x7E. Note that a value of '~' for the first character will clear existing CTI information. | True | string |
Agent Status (agentStatus)
Get agent status for specified position.
Request Properties
| Name | Display | Description | Is Required | Type |
|---|---|---|---|---|
| agentParty | Agent Party | Agent position that the request is being made for. | True | string |
Response Properties
| Name | Description | Type |
|---|---|---|
| currentMode | Current ACD mode. | string |
| timeInCurrentMode | Time in current ACD mode (in seconds). | string |
| logonId | Agent logon ID. | string |
| logonTime | Duration of time the agent has been logged on (in seconds). | string |
| acdCallCount | Number of ACD calls answered during current logon session. | string |
| accumulatedTalkTime | Accumulated talk time during current logon session. | string |
| accumulatedWorkTime | Accumulated work time during current logon session. | string |
| accumulatedBreakTime | Accumulated break time during current logon session. | string |
| split | List of splits currently assigned to agent. | array |
| split.count | Number of assigned splits. | string |
| split[0].number | Assigned split number (1-900). | string |
| split[0].preference | Preference for assigned split (1 is high, 99 is low). | string |
Route Call (routeCall)
Route call to specified destination.
Request Properties
| Name | Display | Description | Is Required | Type |
|---|---|---|---|---|
| callingParty | Calling Party | Calling party to route. | True | string |
| destination | Destination | Destination number to route the call to. This can be most any number allowed by PBX. Trunk/LCR access codes must be included. | True | string |
| priority | Priority | Priority (if destination is a pilot) 1=highest, 250=lowest, 0=default. | False | string |
Split Status (splitStatus)
Get status of specified split.
Request Properties
| Name | Display | Description | Is Required | Type |
|---|---|---|---|---|
| tenant | Tenant | Tenant number for split (1-10). | True | string |
| split | Split | Split number (1-900). | True | string |
Response Properties
| Name | Description | Type |
|---|---|---|
| callsInQueue | Number of calls in queue. | string |
| longestWaitingCall | How long the longest waiting call has been waiting (in seconds). | string |
| callExpectedDelay | Expected delay time for newly queued call (in seconds). | string |
| agentReadyCount | The number of agents in ready mode. | string |
| agentBreakCount | The number of agents in break mode. | string |
| agentWorkCount | The number of agents in work mode. | string |
| agentCallCount | The number of agents on ACD calls. | string |
Subscribe (subscribe)
Subscribe for events (all enabled by default).
Request Properties
| Name | Display | Description | Is Required | Type |
|---|---|---|---|---|
| event | Events | Events to enable (callArrived, callQueued, agentRinging, agentAnswer, agentStateChange). | False | array |
| event[0].name | Event | Event to enable (callArrived, callQueued, agentRinging, agentAnswer, agentStateChange). | True | string |
Request Announcement (announcement)
Initiate request to ACD to connect specified call to IVR Announcement.
Request Properties
| Name | Display | Description | Is Required | Type |
|---|---|---|---|---|
| callingParty | Calling Party | Calling party of call to connect to IVR Announcement. | True | string |
| pilotParty | Pilot Party | Pilot party of call to be connected to IVR Announcement. | True | string |
| cid | CID | ACD Call Identifier of call to connect to IVR Announcement. | True | string |
| announcementNumber | Announcement Number | The announcement number usually between 10 to 99 | True | string |
Events
ACD Connected (acdConnected)
The adapter has connected to the ACD for the first time since it was started.
No properties defined
Call Arrived (callArrived)
A call has arrived in ACD.
Event Properties
| Name | Display | Description | Type |
|---|---|---|---|
| ani | ANI | Originating caller directory number (up to 16 digits). | string |
| callingParty | Calling Party | Calling party identifier. | string |
| cid | CID | ACD call identifier. | string |
| pilotParty | Pilot Party | Pilot party identifier. | string |
| status | Status | Call arrival status (AcdTransfer, CallForwardAll, CallForwardBusy, CallForwardNoAnswer, DoNotDisturb, Hunting, Normal, or RoomCutoffRedirect) | string |
| forwardingParty | Forwarding Party | Forwarding party identifier - depends on Status. | string |
Call Queued (callQueued)
A call has queued in ACD.
Event Properties
| Name | Display | Description | Type |
|---|---|---|---|
| ani | ANI | Originating caller directory number (up to 16 digits). | string |
| callingParty | Calling Party | Calling party identifier. | string |
| cid | CID | ACD call identifier. | string |
| pilotParty | Pilot Party | Pilot party identifier. | string |
| ctiInformation | CTI Information | CTI Information. | string |
| splitsQueued | Splits Queued | List of splits that the call queued to. | array |
| splitsQueued.count | Split Count | Number of splits that the call queued to. | string |
| splitsQueued[0].number | Split Number | Split that the call queued to. | string |
Agent Ringing (agentRinging)
An agent position has started ringing.
Event Properties
| Name | Display | Description | Type |
|---|---|---|---|
| callingParty | Calling Party | Calling party identifier. | string |
| agentParty | Agent Party | Ringing agent position. | string |
| split | Split | Split number (1-900). | string |
| pilotParty | Pilot Party | Pilot party identifier. | string |
| ani | ANI | Originating caller directory number (up to 16 digits). | string |
| cid | CID | ACD call identifier. | string |
| cti | CTI | CTI information. | string |
Agent Answered (agentAnswer)
An agent position has answered a call.
Event Properties
| Name | Display | Description | Type |
|---|---|---|---|
| callingParty | Calling Party | Calling party identifier. | string |
| agentParty | Agent Party | Agent position that answered the call. | string |
| cid | CID | ACD call identifier. | string |
Agent State Changed (agentStateChanged)
An agent position has changed its state.
Event Properties
| Name | Display | Description | Type |
|---|---|---|---|
| agentParty | Agent Party | Agent party identifier of position that has changed its state. | string |
| state | State | The state that the agent position has changed into. Supported states are Break, Logon, Ready, ServicedSplits, TallyCode, Vacant, Work. | string |
| information | Agent State Information | Information related to the agent state. | array |
| split | Split | List of splits currently assigned to agent. | array |
| split.count | Split Count | Number of assigned splits. | string |
| split[0].number | Split Number | Assigned split number (1-900). | string |
| split[0].preference | Split Preference | Preference for assigned split (1 is high, 99 is low). | string |
Party Identifiers
Most of the CallCenterWorX ACD adapter events, commands, and responses include party identifiers. A party identifier consists of a one-character alpha prefix that specifies the party type followed by a number that provides additional information about the party. Details are shown below:
| Party Type | Prefix | Data | Example |
|---|---|---|---|
| ACD Line | a | Agent Position (Extension). | a5010 |
| PBX Line | x | Agent Position (Extension). | x5010 |
| Pilot Number | p | Pilot Number (Extension). | p4351 |
| Trunk | t | 3-digit trunk route number followed by 3-digit trunk circuit number. | t001001 |
| Business Station | s | Business Station Number (Extension). | s2000 |
| Empty | e | No associated data. | e |
Release History
| Version | Type | Description | Tracking # | Date |
|---|---|---|---|---|
| 2.0.1 | Initial | First release in the Adapter Type store. | ||
| 2.0.5 | Feature | Added 'Request Announcement' command | NAP-18160 | |
| 2.0.6 | Maintenance | Updated third-party components and improved maintainability. | NAP-11518 | |
| 2.0.7 | Maintenance | Updated third-party components and improved maintainability. | NAP-23945 | 2022-11-29 |