An intuitive API set is provided to 3rd party integrators, allowing bidirectional communication and interoperation with a vast array of applications that require PBX interaction, call center Agent management, phone campaign scheduling and IVR interfacing. The API is provided as a set of Microsoft .Net 4.0 assemblies that can be integrated into any .Net application, or embedded into different technology wrappers to provide the same functionality to different platforms.
The four APIs provided for 3rd party integration, Entity Management Client API, Task Management Client API, Realtime Monitoring API and Agent Client API communicate with the Exelysis Contact Center through .Net Remoting. All remoting details are hidden from the integrator and connection is established through simple method calling, requiring only a host IP name and a TCP port.
The first API (Entity Management Client API) allows the creation of agent accounts, agent groups and group sets, association of agents with groups, task dialing policies (all these will be discussed in detail in the next chapter). This API is intended for use by the server side of the integrating application, in order to keep all necessary entities up to date and create scheduled outbound campaigns. An Exelysis – implemented application is also provided to allow management of these entities.
The second API (Task Management Client API) allows the management of scheduled outbound call tasks and campaigns.
The third API (Realitme Monitoring API) provides a set of components and controls (both for Windows Forms and Windows Presentation Foundation) which can be used to build monitoring applications / applets that monitor every aspect of the Exelysis Contact Center’s operation.
The fourth API (Agent Client API) is intended for client-side use and it allows runtime management of an agent’s session, including logging on to the system, handling call and state events and starting, transferring, parking, terminating and wrapping up calls. This API allows the integrator to implement phone-like interfaces that can handle calls without the need for interaction with the physical (or software based) VoIP phone appliance. Also, if supervisor mode is enabled for an agent, this API provides events and control over other agents’ states and calls, allowing the creation of supervisor applications. A simple supervisor application is provided along with the Exelysis Contact Center.