Namespace: Agent

Agent

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Methods

(static) AgentLibrary#authenticateAgentWithEngageAccessToken(engageAccessToken, callbackopt)

Sends authenticate request to Engage Auth. Returns an array of agents to continue login process.
Parameters:
Name Type Attributes Default Description
engageAccessToken string JSON Web Token received from RingCentral Single Sign-on API
callback function <optional>
 null Callback function when loginAgent response received
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(static) AgentLibrary#authenticateAgentWithRcAccessToken(rcAccessToken, tokenType, callbackopt)

Sends authenticate request to Engage Auth. Returns an array of agents to continue login process.
Parameters:
Name Type Attributes Default Description
rcAccessToken string JSON Web Token received from RingCentral Single Sign-on API
tokenType string string type received from RingCentral Single Sign-on API
callback function <optional>
 null Callback function when loginAgent response received
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(static) AgentLibrary#authenticateAgentWithUsernamePassword(username, password, platformId, callbackopt)

Sends authenticate request to Engage Auth. Can either pass in 3 params of username, password, and platformId or two params of jwt and tokenType. In each case a callback function may optionally be specified.
Parameters:
Name Type Attributes Default Description
username string Agent's username
password string Agent's password
platformId string Designate the platform where the agent is set up
callback function <optional>
 null Callback function when loginAgent response received
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(static) AgentLibrary#cancelCallback(leadId, agentIdopt, callbackopt)

Cancel a scheduled callback for the given agent based on lead id
Parameters:
Name Type Attributes Default Description
leadId number Id of lead callback to cancel
agentId number <optional>
 logged in agent id Id of agent to cancel specified lead callback for
callback function <optional>
 null Callback function when callback is canceled
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(static) AgentLibrary#getAgentConfig(callbackopt)

Sends request to IntelliQueue to get the agent's available products for login
Parameters:
Name Type Attributes Default Description
callback function <optional>
 null Callback function when loginPhase1 response received
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(static) AgentLibrary#getExtensionPresenceInfo(extensionIds)

get Extension Presence Info for the extension Ids passed to function.
Parameters:
Name Type Description
extensionIds string The extension Ids of RC
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(static) AgentLibrary#getPendingCallbacks(agentIdopt, callbackopt)

Returns scheduled callbacks for the given agent
Parameters:
Name Type Attributes Default Description
agentId number <optional>
 logged in agent id Id of agent to get callbacks for
callback function <optional>
 null Callback function when pending callbacks response received
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(static) AgentLibrary#getRefreshedToken()

Refresh Token method
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(static) AgentLibrary#getWebRtcInfo(callbackopt)

Sends request to the WebRTC Endpoint URL and process the response.
Parameters:
Name Type Attributes Default Description
callback function <optional>
 null Callback function when web rtc info response received
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(static) AgentLibrary#loginAgent(dialDest, queueIdsopt, chatIdsopt, skillProfileIdopt, dialGroupIdopt, updateFromAdminUIopt, isForce, callbackopt)

Sends agent configure message (2nd layer login) to IntelliQueue
Parameters:
Name Type Attributes Default Description
dialDest string The agent's number, sip | DID.
queueIds Array.<string> <optional>
 null The queue ids the agent will be logged into.
chatIds Array.<string> <optional>
 null The chat ids the agent will be logged into.
skillProfileId string <optional>
 null The skill profile the agent will be logged into.
dialGroupId string <optional>
 null The outbound dial group id the agent will be logged into.
updateFromAdminUI string <optional>
 false Whether the request is generated from the AdminUI or not.
isForce boolean Whether the agent login is forcing an existing agentlogin out.
callback function <optional>
 null Callback function when configureAgent response received.
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(static) AgentLibrary#logoutAgent(agentId, callbackopt)

Sends agent logout message to IntelliQueue
Parameters:
Name Type Attributes Default Description
agentId number Id of the agent that will be logged out.
callback function <optional>
 null Callback function when logoutAgent response received.
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(static) AgentLibrary#multiLoginRequest(callbackopt)

Sends multisocket message to IntelliQueue
Parameters:
Name Type Attributes Default Description
callback function <optional>
 null Callback function when multisocket response received.
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(static) AgentLibrary#offhookInit(callbackopt)

Initiates an agent offhook session
Parameters:
Name Type Attributes Default Description
callback function <optional>
 null Callback function when offhookInit response received
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(static) AgentLibrary#offhookTerm(callbackopt)

Terminates agent's offhook session
Parameters:
Name Type Attributes Default Description
callback function <optional>
 null Callback function when pending callbacks response received
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(static) AgentLibrary#requestLogoutAgent(agentToLogout, requestMessageopt, callbackopt)

Sends agent logout for the given agent to logout message to IntelliQueue
Parameters:
Name Type Attributes Default Description
agentToLogout number Id of the agent that will be logged out.
requestMessage number <optional>
 "" Message to send for the logout request.
callback function <optional>
 null Callback function when logoutAgent response received.
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(static) AgentLibrary#requestStats()

Request stats messages to be sent every 5 seconds. The stats responses will be sent as four possible callback types: agentStats, agentDailyStats, campaignStats, or queueStats
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(static) AgentLibrary#searchDirectory(searchString)

Search Directory for the searchString passed to function.
Parameters:
Name Type Description
searchString string The search filter for PBX directory
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(static) AgentLibrary#setAgentState(agentState, agentAuxStateopt, callbackopt)

Sends agent state change message to IntelliQueue
Parameters:
Name Type Attributes Default Description
agentState string The system/base state to transition to
AVAILABLE | TRANSITION | ENGAGED | ON-BREAK | WORKING | AWAY | LUNCH | AUX-UNAVAIL-NO-OFFHOOK | AUX-UNAVAIL-OFFHOOK
agentAuxState string <optional>
 "" The aux state display label
callback function <optional>
 null Callback function when agentState response received
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(static) AgentLibrary#setChatState(chatState, callbackopt)

Sends chat state change message to IntelliQueue
Parameters:
Name Type Attributes Default Description
chatState string The base chat state
CHAT-AVAILABLE | CHAT-PRESENTED | CHAT-ENGAGED | CHAT-RNA
callback function <optional>
 null Callback function when chatState response received
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(static) AgentLibrary#terminateStats()

Terminate stats messages sent to the agent every 5 seconds.
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(static) AgentLibrary#updateDialDestination(dialDest, isSoftphoneError)

Set the agent dial destination
Parameters:
Name Type Description
dialDest string The dial destination used for softphone registration
isSoftphoneError boolean True - if we want to log this dial destination update as a softphone error
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