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Table Of Contents

Preface
●Purposeon page9
●Audienceon page9
●Whats New in this Releaseon page9
Purpose
Audience
Whats New in this Release
Related documents
Chapter1:Overview
●Avaya Proactive Contact System Functionson page11
Avaya Proactive Contact System Functions
Multiple Dialers
Pods
●Calling lists
Calling Lists
Agent Blending
Security Overview
Communication Encryption
Identity Authentication
Certificates Generation Signing and Maintenance
Certificates
Agent Tasks Overview
Agent Types
Log In to Proactive Contact
Join jobs
Handle Calls
Wrap Up Calls
Log out of Proactive Contact
Understanding the Proactive Contact Agent API
●Terminologyon page25
Terminology
Agent Applications
Agent Binary
Agent API Messages
Agent Application Initiated Messages
Agent Binary Initiated Messages
Message Formats
Agent States
Outbound Job Commands (by agent state)
Outbound Job Message Scenarios
Moagent32.log
Sample Agent Application Session
Sample Managed Dialing Job
Sample Unit Work List Job
Sample Agent Owned Recall
Chapter2:Using Proactive Contact Agent API DLL
Developer requirements
The Proactive Contact Agent API and COM
Work with the Moagent32.dll
Connect to the Moagent32.dll
Use the interface methods
Handle notification events from Proactive Contact
Set default properties
Code samples
Use Moagent32.dll dialog boxes
The Moagent32 Interface
Method Syntax
Moagent32.ini Settings
[Logon]
[Security]
[Work_class]
[Dialog_box_text]
[Agent_state]
[Server_return_codes]
[Winsockerrors]
Chapter3:Commands and Notification Events
AGTAdjustHeadset
AGTAORNotify
AGTAttachJob
AGTAutoReleaseLine
AutoReleaseLine
AGTAvailWork
AGTCallNotify
CallNotify
AGTClearDataSet
AGTConnHeadset
ConnHeadset
AGTDetachJob
AGTDialDigit
AGTDialerMode
DialerMode
AGTDisconnHeadset
DisconnHeadset
AGTDoNotCall
AGTDumpData
AGTEchoOff
AGTEchoOnon page111
AGTEchoOn
AGTFinishedItem
AGTFreeHeadset
FreeHeadset
AGTGetHeadsetVol
AGTGetScreen
AGTHangupCall
HangupCall
AGTHeadsetConnBroken
AGTHoldCall
AGTHookflashLine
AGTIicbAbort
●AGTIicbFeNotifon page126
AGTIicbFeNotif
IicbFeNotif
●AGTIicbOfflineon page127
AGTIicbOffline
●AGTIicbOnlineon page129
AGTIicbOnline
IicbOnline
AGTJobEnd
●AGTJobTransLinkon page131
AGTJobTransLink
AGTJobTransRequest
JobTransRequest
AGTListCallbackFmt
ListCallbackFmt
AGTListCallFields
AGTListCallLists
AGTListDataFields
ListDataFields
AGTListJobs
AGTListKeys
AGTListScreens
ListScreens
AGTListState
AGTListUnits
LogIoStart
●AGTLogIoStopon page155
AGTLogIoStop
AGTLogoff
AGTLogoffAcd
AGTLogon
AGTLogonAcd
AGTManagedCall
AGTManualCall
AGTReadField
AGTReadyNextItem
AGTReceiveMessage
ReceiveMessage
AGTReleaseLine
ReleaseLine
AGTReserveHeadset
ReserveHeadset
AGTSendMessage
SendMessage
AGTSetCallback
AGTSetDataField
●AGTSetNotifyKeyFieldon page197
AGTSetNotifyKeyField
SetNotifyKeyField
AGTSetPassword
SetPassword
AGTSetUnit
AGTSetWorkClass
AGTSTART
AGTSystemError
SystemError
AGTTransferCall
AGTUnholdCall
UnholdCall
AGTUpdateField
UpdateField
AGTXferCustHangup
XferCustHangup
●AGTXferTrunkHangupon page214
AGTXferTrunkHangup
XferTrunkHangup
AppendixA:Completion codes
AppendixB:Agent API Message Format Quick Reference
●Command Message Formatson page221
Command Message Formats
Response Message Formats
Data Message Formats
Notification Event Message Formats
AppendixC:System Messages
●Error Messageson page227
Error Messages
Data Messages
Pending Messages
AppendixD:Moagent32.dll Interfaces
●IServerStartup Interfaceon page271
IServerStartup Interface
IConfigure Interface
IMoagent Interface
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Published by: dstyle on Sep 06, 2011
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