文件列表:

Acd (0, 2004-10-21)
Acd\AcdClnt (0, 2004-10-21)
Acd\AcdClnt\AcdClnt.c (59328, 2000-02-02)
Acd\AcdClnt\AcdClnt.h (1675, 2000-02-02)
Acd\AcdClnt\AcdClnt.Rc (2995, 2000-02-02)
Acd\AcdClnt\Makefile (820, 2000-02-02)
Acd\AcdClnt\Resource.h (766, 2000-02-02)
Acd\AcdSmpl (0, 2004-10-21)
Acd\AcdSmpl\AcdSmpl.c (77339, 2000-02-02)
Acd\AcdSmpl\AcdSmpl.h (5118, 2000-02-02)
Acd\AcdSmpl\AcdSmpl.Rc (4951, 2000-02-02)
Acd\AcdSmpl\AcdTapi.c (35905, 2000-02-02)
Acd\AcdSmpl\Acdutils.c (22132, 2000-02-02)
Acd\AcdSmpl\Makefile (1047, 2000-02-02)
Acd\AcdSmpl\Resource.h (1826, 2000-02-02)
Acd\Makefile (1263, 2000-02-02)

TAPI ACD Samples ======================================================================= ACDSMPL and ACDCLNT implement a simple ACD call center. The purpose of these samples is to highlight some of the new call center features of TAPI 2.0. This document will give an overview of some of the design details of these two applications. The ACd server application (ACDSAMPL) is required to be up to run acd client application (ACDCLNT), without a server application to serve its requests this client sample will not function. ACDSMPL ======= ACDSMPL is the ACD server application. It keeps track of groups and agents, When calls come in on a group’s line, ACDSMPL looks for an agent to transfer the call to. It also keeps track of agent state information. Groups ------ In the sample, a group corresponds to a single address on a line device. When a call arrives on that address, the ACD server will look for an agent that is a member of that group to take the call. A group has a list of agents that are allowed to log into it. Agents ------ An agent corresponds to a person that has access to a single line. They are allowed to use any address on that line. This implementation is limited, however, because it only has one destination address for each agent. That is, when a call is to be transferred to the agent, there is a single number that it will be transferred to, not a number for each address. Most implementations should allow for a destination address for each address. UI -- The UI allows adding of agents and groups. ACDSMPL automatically writes out the agent and group information to ACDSMPL.INI when it shuts down. The File | Open command will read in the information from that file. See below for a description of the ini file. The default UI view is the Group view. The Group view shows each group, and underneath them, every agent that is allowed to log into the group. If the agent is logged in, their user name will be in bold. The Agent view shows each agent. This view can be used to change information about the Agent. Security -------- There is no security implemented in this sample. Users are verified by the user name that TAPI puts in each LINEPROXYREQUEST structure and the line device. ACDSMPL compares these with the information entered in through the ACDSMPL UI. The new TAPI features that ACDSMPL illustrates are: New lineOpen functionality Handling of the LINE_PROXYREQUEST message New lineInitializeEx functionality. Unicode ACDCLNT ======= ACDCLNT is the client application that works the ACDSMPL. Using the model from ACDSMPL, ACDCLNT assumes that the user can only have access to one line. Upon startup, it calls lineGetAgentCaps for each device. When it finds a line device that lineAgentCaps succeeds on, it uses that line device. ACDCLNT allows the user to set state, group and activity information. Also, when a call appears on its line, ACDCLNT will allow the user to answer that call. The new TAPI features that ACDCLNT illustrates are: The new Agent functions: lineGetAgentList, lineGetAgentStatus, lineGetAgentCaps, lineGetAgentActivityList, lineSetAgentState, lineSetAgentActivity, and lineSetAgentGroup. Unicode lineInitializeEx - using completion ports for callback mechanism ACDSMPL.INI format ================== [GENERAL] section NumAgents=x NumGroups=y x and y are the number of agents and groups in this file [GROUPS] section GROUPx=name,perm device id,address id x starts at 0 and increments for each group name is the name of the group (cannot contain commas) permanent device id is the permanent device id of the line device associated with the group. address id is the address id of the line that the group uses [AGENTS] section AGENTx=name,dest address,perm device id x starts at 0 and increments for each group name is the user name of the agent dest address is the address that acdsmpl would transfer calls to that agent permanent device id is the permanent device id if the user's line [GROUPx] section each group has a section that indicates which agents are members of that group. If the agent is in the group, the entries look like AGENTy=1 where AGENTy corresponds to the agent key in the [AGENTS] section EXAMPLE: [Groups] GROUP0=First Group,78***35,0 GROUP1=Second Group,78***35,1 GROUP2=Third Group,78***36,0 [GROUP0] AGENT0=1 AGENT1=1 [GROUP1] AGENT0=1 [Agents] AGENT0=scooter,3343,78***32 AGENT1=frankie,3342,78***33 [General] NumGroups=3 NumAgents=2

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