Events and commands · Manual myContactCenter

An agent script overrides the events it should react to. All of them are public virtual void; an event that the script does not override only writes a line to the log.

Events for conversations

Each event exists twice: for all conversations the Agent knows, and with My_ in front for its own — those this agent is assigned to. conversation is always of type Struct_Conversation.

Event	Further parameters	Occurs when …
`ConversationRegistered`	–	the Agent learns about a conversation
`ConversationUnregistered`	–	a conversation ends; the own event also when this agent was its previous agent
`ConversationStateChanged`	`ConversationState previousState`, `ConversationState state`	its state changes — the most frequently used event
`ConversationAgentChanged`	`Struct_Agent agent`	another agent takes it over
`ConversationSkillChanged`	`Struct_Skill previousSkill`, `Struct_Skill skill`	its skill changes
`ConversationLanguageChanged`	`Struct_Language language`	its language changes
`ConversationAgentLanguageChanged`	`Struct_Language language`	the language in which the agent conducts it changes
`ConversationAttachedDataReceived`	`Struct_ConversationAttachedData elements`	its attached data arrives again in full
`ConversationAttachedDataElementAdded`, `ConversationAttachedDataElementRemoved`	`ConversationDataElement element`	an item of attached data is added or removed
`ConversationPositionChanged`	`int position`	its position in the queue changes
`ConversationQueueTimeChanged`, `ConversationStartTimeChanged`	`DateTime time`	the time of queuing or of the start changes
`ConversationQuickPicked`	`Struct_Agent agent`	an agent picks it; the own event if it was this agent
`ConversationSenderChanged`, `ConversationRecipientChanged`	`string sender` or `string recipient`	the name of the sender or recipient changes
`ConversationContactIdChanged`	`string previousContactId`, `string contactId`	its contact ID changes
`ConversationTypeChanged`	`ConversationType previousType`, `ConversationType type`	its conversation type changes
`ConversationVIPClassChanged`	`Struct_VIPClass vipClass`	it gets a VIP class
`ConversationPbxSettingsChanged`	`Struct_PbxSettings previous`, `Struct_PbxSettings pbxSettings`	its phone system changes
`ConversationRecordingPermissionChanged`	`bool permitted`	whether it may be recorded changes
`ConversationRecordingChanged`	all: `Struct_Agent agent` before `conversation`; both: `bool isRecording`	a recording starts or ends

Only for all conversations, there are also ConversationTranscribingChanged(Struct_Agent agent, Struct_Conversation conversation, bool isTranscribing) — a transcription starts or ends — and ConversationsReplaced(): the Agent has reloaded the list of all conversations.

Events for all agents

The first parameter is always the agent concerned, Struct_Agent agent.

Event	Further parameters	Occurs when …
`AgentLogon`, `AgentLogoff`	for `AgentLogoff`: `AgentLogoffReason reason`	an agent logs in or off
`AgentWrapupChanged`	`bool state`	an agent goes into wrap-up or ends it
`AgentWrapupUntil`	`DateTime until`	it is known when their dynamic wrap-up ends
`AgentWrapupTerminated`	–	their dynamic wrap-up ends
`AgentActivityChanged`	`bool state`, `Struct_Activity activityType`	an agent starts or ends an activity
`AgentPresenceStateChanged`	`RichPresenceState richPresenceState`	their presence changes
`AgentMicrophoneMuteChanged`	`bool muteState`	they mute or unmute their microphone
`AgentConfigChanged`	–	their settings change
`AgentPbxSettingsChanged`	`string pbx`	their phone system changes

Events for this agent

Event	Parameters	Occurs when …
`My_AgentLogon`, `My_AgentLogoff`	for `My_AgentLogoff`: `AgentLogoffReason reason`	the agent logs in or off
`My_AgentConnected`, `My_AgentDisconnected`	for `My_AgentDisconnected`: `UnregisterReason reason`	the connection to the server is established or lost
`My_AgentIdleChanged`	`bool state`	the agent becomes free or busy
`My_AgentWrapupChanged`	`bool state`	they go into wrap-up or end it
`My_AgentWrapupUntil`	`DateTime until`	it is known when their dynamic wrap-up ends
`My_AgentWrapupTerminated`	–	their dynamic wrap-up ends
`My_AgentMaxWrapupTimeElapsed`	–	the maximum duration of their dynamic wrap-up has elapsed
`My_AgentActivityChanged`	`bool state`, `Struct_Activity activityType`	they start or end an activity
`My_AgentPresenceStateChanged`	`RichPresenceState richPresenceState`	their presence changes
`My_AgentMicrophoneMuteChanged`	`bool muteState`	they mute or unmute their microphone
`My_AgentConfigurationChanged`	–	their settings change
`My_AgentPbxSettingsChanged`	`string pbx`	their phone system changes
`My_AgentConversationDispatched`	`Struct_Conversation contact`	a conversation is delivered to them
`My_AgentWarnHandlingTimeReached`	`Struct_Conversation conversation`	the warning time for handling is reached
`My_AgentActivityPermissionReceived`, `My_AgentWrapupPermissionReceived`, `My_AgentLogoffPermissionReceived`, `My_AgentSkillChangePermissionReceived`, `My_AgentLanguageChangePermissionReceived`	`ConstraintReason permission`	the server answers a request for an activity, wrap-up, logoff or a change of skill or language, see Constraints
`My_AgentChatMessageReceived`	`string conversationId`, `string message`	a chat message arrives; `message` is HTML
`My_AgentChatFeedReceived`	`string conversationId`, `IEnumerable<ChatMessage> feed`	the history of a chat arrives
`My_AgentMimeMessageReceived`	`MimeMessage mimeMessage`	a requested email arrives, see `Request_MimeMessage`
`My_AgentPOPUPMessageReceived`	`string head`, `string body`	a message for the notification window arrives
`My_AgentStatisticsReceived`	`RealtimeAgentStatistics statistics`	their real-time statistics arrive
`My_RecordingSummaryReceived`	`RecordingSummary recordingSummary`	a recording is complete; contains `FilePath`, `FileTotalTime` and `FileSize`, among others

Properties

Property	Content
`Agent`	this agent (`Struct_Agent`), with `Name`, `Id`, `Extension`, `Wrapup`, `Activity`, `Idle`, among others
`AgentConversations`	the conversations of this agent
`Conversations`	all conversations the Agent knows; subsets such as `Calls`, `Emails`, `Chats` and `InboundCalls`
`Trace`	the log of the script: `Trace.Info(…)`, `Trace.Warning(…)`, `Trace.Error(…)`, `Trace.Verbose(…)`

Commands

Command	Effect
`BrowseTo(string url, bool openInNewTab = false)`	opens the address in the Browser module — in the active tab or in a new one
`Show(Form form)`	shows a window of your own above the main window of the Agent
`AcceptConversation(Struct_Conversation conversation)`	accepts a call on the softphone of the Agent; the command does not accept other channels
`TerminateConversation(Struct_Conversation conversation)`	ends the conversation
`HangupActiveCall()`	hangs up all accepted calls on the softphone, including held ones
`HangupAllCalls()`	hangs up all calls on the softphone
`Wrapup(bool state)`	`true` requests wrap-up, with the same checks as when done manually; `false` ends it
`TerminateDynamicWrapup()`	ends the current dynamic wrap-up
`Activity(false)`	ends the current activity
`Logoff()`	requests logoff like the agent does manually; if it is allowed, the agent is logged off and the program closes
`CreateEMail(string subject, string to)`, `CreateEMail(string subject, string to, string skill, string language)`	creates a new email; skill and language by name
`Request_MimeMessage(Struct_Conversation conversation)`	requests the email of the conversation; it arrives with `My_AgentMimeMessageReceived`
`SendMail(MimeMessage email, string conversationId)`	sends the message as a reply in an existing email conversation
`ShowBusyLight(ConversationState state)`, `ShowBusyLight(RichPresenceState state)`, `SetBusyLightOff()`	controls a connected status light (busylight)

Data of a conversation

The most important properties of Struct_Conversation:

Property	Content
`Id`, `TicketId`	ID of the conversation and of its ticket
`State`, `PreviousState`	state and previous state
`ConversationType`, `ChannelType`	conversation type and channel
`IsCall`, `IsInboundCall`, `IsEmail`, `IsChat`	kind of conversation
`Skill`, `SkillName`, `Language`	skill and language
`Agent`	the agent of the conversation
`SenderName`, `SenderNumber`, `SenderMailAddress`	name, number and address of the sender
`CallerNumber`, `CalledNumber`	number of the caller and the dialed number
`Subject`	subject
`AttachedData`	the attached data

You read attached data with conversation.AttachedData.StringValue("Key") — case-insensitive, and an empty string if the key is missing. The script only reads attached data; it cannot change it.

Namespaces

Namespace	Types
`ilogixx.Agent`	`MyCCAgentScript`
`ilogixx.SharedFiles.GeneralDefinitions`	`Struct_Conversation`, `Struct_Agent`, `Struct_Skill`, `Struct_Language`, `Struct_Activity`, `Struct_VIPClass`, `Struct_PbxSettings`, `Struct_ConversationAttachedData`, `ConversationDataElement`
`ilogixx.SharedFiles.GeneralEnums`	`ConversationState`, `ConversationType`, `ChannelType`, `RichPresenceState`
`ilogixx.SharedFiles`	`ConstraintReason`, `ChatMessage`, `RealtimeAgentStatistics`
`ilogixx`	`AgentLogoffReason`, `UnregisterReason`
`ilogixx.General.Shared`	`RecordingSummary`
`MimeKit`	`MimeMessage`
`System.Windows.Forms`	`Form`

The script can use all libraries in the program folder of the Agent — so also .NET itself, for example System.Net.Http for web services or System.Diagnostics.Process to start programs.