cti-api huawei

TopEng-V300R004

CTIAPI

01 2007-12-30

518129 http://www.huawei.com 0755-28560000 8008302118 0755-28560111 [email protected] 2007

1 ........................................................................................................................1-11.1 TopEng-...........................................................................................................1-21.2 .............................................................................................................................1-2

2 ........................................................................................................................................2-12.1 .................................................................................................................................................2-22.2 .........................................................................................................................................................2-5

3 API ........................................................................................................................3-13.1 .....................................................................................................................................................3-23.2 .........................................................................................................................................................3-23.3 .....................................................................................................................................................3-53.4 .....................................................................................................................................................3-63.5 .............................................................................................................................................................3-63.6 .....................................................................................................................................3-63.7 .....................................................................................................................................................3-73.8 .........................................................................................................................................................3-7

4 ........................................................................................................................4-14.1 SetWaitTime....................................................................................................................................................4-24.2 SetWaitTimeEx...............................................................................................................................................4-24.3 CccApiInitCtiApiInit...................................................................................................................................4-34.4 CtiApiExit.......................................................................................................................................................4-44.5 CccApcInit......................................................................................................................................................4-44.6 CccApcExit.....................................................................................................................................................4-54.7 CccConnectToServer......................................................................................................................................4-64.8 CccConnectToServerEx..................................................................................................................................4-74.9 CccDisconnectFromServer..............................................................................................................................4-74.10 CccLogon......................................................................................................................................................4-74.11 CccLogonEx..................................................................................................................................................4-84.12 CccLogoff....................................................................................................................................................4-10

5 ............................................................................................................................5-15.1 CccGetEvent................................................................................................................................5-25.2 InstallEventCallBackProc...............................................................................................5-3

TopEng-CTIAPI

01 (2007-12-30) i

5.3 UninstallEventCallBackProc...........................................................................................5-45.4 CccSetEventMonitor.......................................................................................................5-55.5 CccSetSysMonitor...........................................................................................................5-65.6 CccGetSysMonitorInfo...........................................................................................5-85.7 CccResetSysMonitorInfo......................................................................................5-115.8 CccSetMonitorDN.............................................................................................5-12

6 ........................................................................................................................6-16.1 CccAgentLogin...............................................................................................................................6-36.2 CccAgentLoginEx...........................................................................................6-46.3 CccAgentLogout.............................................................................................................................6-56.4 CccAgentLogoutEx.........................................................................................6-66.5 CccRequestDoNotDisturb...............................................................................................................6-76.6 CccRequestIdle................................................................................................................................6-86.7 CccRequestMuteOn........................................................................................................................6-86.8 CccRequestMuteOnEx............................................................................................................6-96.9 CccRequestMuteOff..............................................................................................................6-106.10 CccRequestMuteOffEx.......................................................................................................6-116.11 CccRequestAnswer.....................................................................................................................6-126.12 CccRequestAnswerEx.........................................................................................................6-136.13 CccRequestRelease.............................................................................................................6-146.14 CccRequestReleaseEx.........................................................................................................6-146.15 CccRequestInternaltransfer.................................................................................................6-156.16 CccRequestInternalCall.......................................................................................................6-166.17 CccRequestInternalCallEx..........................................................................................6-186.18 CccRequestTransferOut..............................................................................................................6-206.19 CccRequestTransferOutEx..................................................................................................6-226.20 CccRequestTransferOutEx2................................................................................................6-236.21 CccRequestTransferOutEx3........................................................................................................................6-256.22 CccRequestCallOut.....................................................................................................................6-276.23 CccRequestCallOutExOPS ........................................................................................................6-296.24 CccRequestCallOutEx2...............................................................................................................6-306.25 CccRequestReport.......................................................................................................................6-326.26 CccRequestReportEx..................................................................................................................6-346.27 CccRequestHold..................................................................................................................6-356.28 CccRequestFetchHold.............................................................................................................6-366.29 CccRequestConnectHold....................................................................................................6-376.30 CccRequestAppointedCall..............................................................................6-386.31 CccSetSupportMediaCall............................................................................................................................6-396.32 CccQuerySupportMediaCall.......................................................................................................................6-396.33 CccRequestInterceptWithCallID.................................................................................................................6-406.34 CccQueryCallInfoEx4.................................................................................................................................6-416.35 CccRequestVerifyMailBox.........................................................................................................................6-41

TopEng-

CTIAPI

ii 01 (2007-12-30)

7 ........................................................................................................................7-17.1 CccRequestTransIvr............................................................................................................7-37.2 CccRequestTransIvrEx................................................................................................7-37.3 CccRequestInternalHelp..........................................................................................................7-47.4 CccRequestInternalHelpEx.............................................................................................7-67.5 CccRequestInternalHelpEx2...........................................................................................7-87.6 CccAgentSendDTMF..............................................................................................................7-97.7 CccRequestSuperviseInsert.........................................................................................7-97.8 CccRequestSuperviseInsertEx..........................................................................7-107.9 CccRequestSwitchInsert................................................................................................7-117.10 CccRequestSwitchInsertEx.................................................................................7-127.11 CccRequestStopSuperviseEx..............................................................................................7-137.12 CccRequestTriConf.............................................................................................................7-137.13 CccRequestTriConfEx................................................................................................7-147.14 CccRequestIntercept............................................................................................................7-167.15 CccRequestSuperviseTrunk................................................................................................7-177.16 CccAgentForceOut..............................................................................................................7-177.17 CccAgentForceOutEx.................................................................................................7-187.18 CccAgentForceIdle..............................................................................................................7-197.19 CccAgentForceBusy............................................................................................................7-207.20 CccDisconnectCall..............................................................................................................7-217.21 CccAgentSwitchInsert.............................................................................................7-217.22 CccAgentHoldCall..............................................................................................................7-227.23 CccAgentFetchHoldCall.................................................................................................7-237.24 CccAgentConnectHoldCall.........................................................................................7-247.25 CccSetMonitorCall......................................................................................................7-257.26 CccSendEventResponse......................................................................................................7-267.27 CccRequestRest...................................................................................................................7-277.28 CccRequestRestEx......................................................................................................7-287.29 CccCancelRest....................................................................................................................7-297.30 CccDirectToIdleAgent/...............................................................7-297.31 CccRequestOpsCallOut OPS .........................................................................................7-307.32 CccRequestOpsAider OPS .....................................................................................7-317.33 CccRequestCallShift...........................................................................................................7-327.34 CccPickupCall.............................................................................................................................7-327.35 CccRequestForceHold.................................................................................................................................7-337.36 CccRequestForceFetchHold........................................................................................................................7-347.37 CccSinglePhoneRequestSuperviseInsert/........................................7-357.38 CccSinglePhoneRequestStopSupervise/.........................................7-367.39 CccSinglePhoneRequestSwitchInsert.....................................................7-367.40 CccRequestReleaseACall........................................................................................7-377.41 CccRequestCallOutWithDetect...........................................................................................7-38

TopEng-CTIAPI

01 (2007-12-30) iii

7.42 CccRequestPowerOutboundEx3.............................................................................7-398 ............................................................................................................................8-1

8.1 CccAgentRequireRecord.........................................................................................................8-28.2 CccAgentRequireRecordEx....................................................................................................8-48.3 CccAgentStopRecord......................................................................................................8-58.4 CccAgentPauseRecordEx................................................................................................8-58.5 CccAgentResumeRecordEx....................................................................................8-68.6 CccAgentStartPlayFile............................................................................................................8-78.7 CccAgentStartPlayEx..............................................................................................................8-98.8 CccAgentStartPlayFileEx2-..................................................................................8-118.9 CccAgentStopPlayFile..................................................................................................8-138.10 CccAgentForeFastPlay................................................................................................8-148.11 CccAgentBackFastPlay...............................................................................................8-158.12 CccAgentPausePlay....................................................................................................8-168.13 CccAgentContinuePlay...............................................................................................8-168.14 CccAgentPlayRelocation........................................................................................8-178.15 CccAdjustVolume...............................................................................................................8-188.16 CccAgentSetAutoSelfRecord..............................................................................8-198.17 CccQueryAgentSelfRecordFileName.........................................................8-198.18 CccAgentSetSelfRecordInfo.......................................................................8-208.19 CccAgentRequireRecordEx2..................................................................................8-21

9 ....................................................................................................................9-19.1 CccQueryTotalSkills...............................................................................................................9-39.2 CccQuerySkillTree..........................................................................................................9-39.3 CccQuerySkillTreeEx............................................................................................. 9-49.4 CccQuerySkillGroupID.......................................................................................................9-59.5 CccQuerySkillsBaseGroupID......................................................................................... 9-59.6 CccRequestResetAgentSkill............................................................................................9-69.7 CccRequestRoutingByNode....................................................................................9-79.8 CccGetDeviceBySkills............................................................................................9-89.9 CccGetDeviceBySkillsWithVDN VDN .................................................... 9-99.10 CccRequestRoutingByAccessCode....................................................................9-109.11 CccRequestRoutingIVR .....................................................................................9-119.12 CccRequestRoutingExIVR .................................................................................9-129.13 CccRequestHelpRouting.............................................................................9-139.14 CccRequestRerouting..........................................................................................................9-149.15 CccRequestReroutingEx.............................................................................................9-159.16 CccTransferWithUVIDMerge.....................................................................................9-169.17 CccRequestSetTransfer.......................................................................................................9-179.18 CccQueryLoginAgentInSkillQueue....................................................9-189.19 CccQueryIdleAgentInSkillQueue...........................................................9-18

TopEng-

CTIAPI

iv 01 (2007-12-30)

9.20 CccIsDeviceAvailable.........................................................................................9-199.21 CccIsDeviceAvailableWithVDN VDN ..............................................................9-209.22 CccQuerySkillInfoBySkillIdEx..........................................................9-219.23 CccRequestSkillQueueBySkillName..............................................9-219.24 CccRequestAgentBySkillQueue.................................................................9-239.25 CccQueryTotalSkillQueueStat....................................................9-249.26 CccQueryTotalACDStatusEX3...................................................................................................................9-24

10 ........................................................................................................................10-110.1 CccQueryACDID........................................................................................................................................10-310.2 CccQueryAcdIDByAgentID...............................................................10-310.3 CccQueryRealACDID.................................................................10-410.4 CccQueryACDIDWithVDN...............................................................................10-510.5 CccQueryACDSkillDescription..................................................................................10-610.6 CccQueryACDSkillDescriptionWithVDN.................................................................10-710.7 CccQueryACDStatus......................................................................................................10-810.8 CccQueryACDStatusEx..................................................................................................10-810.9 CccQueryACDStatusEx2........................................................................10-910.10 CccQueryACDStatusEx3............................................10-1010.11 CccQueryACDStatusWithVDN VDN ...............................................................10-1110.12 CccQueryDeviceStatus........................................................................10-1210.13 CccQueryDeviceStatusEX..........................................................10-1310.14 CccQueryAgentInfoByACDID...................................................................10-1410.15 CccQueryDeviceIDByDeviceType.............................................................10-1510.16 CccQuerySkillQueuePredict.......................................................................10-1510.17 CccQuerySkillQueueStat........................................................10-1610.18 CccQuerySysLoadWithVDN VDN ...............................................................10-1710.19 CccQueryIVRID......................................................................................................10-1810.20 CccQueryRealIVRID..........................................................................................10-1910.21 CccQueryIVRDescriptionByID..............................................................................10-1910.22 CccQueryIVRDescriptionByIDEx..................................................................10-2010.23 CccQueryIVRStepInfo............................................................................................10-2110.24 CccQueryAllIvrDescription IVR ...............................................................10-2210.25 CccQuerySysStatus.................................................................................................10-2310.26 CccQueryTrunkTable..................................................................................................10-2410.27 CccQueryResourceConnectInfoByMediaType...................................10-2510.28 CccQueryStatInfoOfSkillQueues............................................10-2510.29 CccQueryStatInfoOfSkillQueuesWithVDN VDN .....................10-2710.30 CccQueryStatInfoOfSkillQueuesEx................................10-2810.31 CccQueryStatInfoOfSkillQueuesExWithVDN VDN ....10-2910.32 CccLoginIVRTypeIVR ......................................................................................10-3010.33 CccLoginIVRTypeExIVR ..........................................................................10-3110.34 CccLogoutIVRTypeIVR ................................................................................................10-32

TopEng-CTIAPI

01 (2007-12-30) v

10.35 CccIVRSetINNOIVR .....................................................................................10-3310.36 CccLogoutIVRType IVR ID..................................................................10-3310.37 CccIVRAgentLogin................................................................................................10-3410.38 CccIVRSetupCallWithVDN VDN .............................................................................10-3410.39 CccIVRAgentSetStatus//.........................................................................10-3510.40 CccIVRAgentQueryInfo.................................................................10-3610.41 CccQueryIVRPredict IVR ..........................................................................................10-3710.42 CccQueryAllCustomerGroupWithVDN.........................................10-3810.43 CccQueryCustomerGroupCallState....................................................10-3810.44 CccQueryCallStatByInnoEx...........................................................................10-3910.45 CccQueryCurrentCallStatInfoOnAutoOrManu..................................10-4010.46 CccQueryPassedCallStatInoOnAutoOrManu 5 .....................................10-4110.47 CccQueryCpConferenceInfoEx.......................................................................10-4310.48 CccQueryQueueCallStatInfo 5 ...........................10-4310.49 CccRequestTraceWithCallNo.........................................................................10-4410.50 CccRequestMonitorInno.........................................................................10-45

11 ....................................................................................................11-111.1 CccQueryTotalAgentAbstract.....................................................................................11-411.2 CccQueryTotalAgentAbstractEx........................................................................11-411.3 CccQueryTotalAgentAbstractWithVDN VDN ..........................................................11-511.4 CccQueryCurrentUser.........................................................................................11-611.5 CccQueryUser.................................................................................................................11-711.6 CccQueryAllUser................................................................................................11-811.7 CccQueryTotalUser.........................................................................................................11-911.8 CccQueryUserExtendInfo.................................................................................11-1011.9 CccModifyUserExtendInfo...............................................................................11-1111.10 CccQueryAgentStatus.............................................................................................11-1211.11 CccQueryAgentStatusEx.................................................................................11-1311.12 CccQueryAgentStatusEx2...............................................................11-1411.13 CccQueryAgentIdByPhoneNo........................................................11-1511.14 CccQueryAgentPhoneNo....................................................................11-1511.15 CccQueryAgentStatusExWithVDN VDN .........................................................11-1611.16 CccQueryAgentSkills..............................................................................................11-1711.17 CccQueryAgentSkillsEx.................................................................................11-1811.18 CccQueryAgentSkillsWithVDN VDN ..............................................................11-1911.19 CccRequestCloseSomeAgentSkills.................................................................11-2011.20 CccQueryAgentStatisticsInfo......................................................................11-2111.21 CccQueryAgentIPAddress IP .................................................................................11-2111.22 CccGetAgentScore..................................................................................................11-2211.23 CccNotifyBulletin...........................................................................................................11-2311.24 CccNotifyBulletinEx...............................................................................................11-2411.25 CccSendMessage.............................................................................................................11-25

TopEng-

CTIAPI

vi 01 (2007-12-30)

11.26 CccSendMediaStream.............................................................................11-2611.27 CccQueryTotalWorkGroup.................................................................................11-2711.28 CccQueryWorkGroupName................................................................................11-2811.29 CccQueryWorkGroupTree..........................................................11-2811.30 CccQueryWorkGroupStatus................................................................................11-2911.31 CccQueryIsMonitor.....................................................................................................11-3011.32 CccSetMaxRestAgentNum.........................................................................11-3111.33 CccQueryMaxRestAgentNum............................................................11-3111.34 CccQueryOnRestAgentNum.......................................................................11-3211.35 CccQueryWaitRestAgentNum................................................................11-3311.36 CccQueryAllowRestAgentNum..........................................................11-3311.37 CccSetAgentAutoEnterIdle.....................................................................11-3411.38 CccAgentEnterIdle..........................................................................................................11-3511.39 CccAgentEnterWork...........................................................................11-3511.40 CccModifyUser...............................................................................................11-3611.41 CccQueryAgentRestInfo.........................................................................11-3711.42 CccQueryAgentRestDetailedInfo........................................................11-3811.43 CccQueryMediaTypeOnAgent........................................11-3911.44 CccQueryMediaServerByMediaType.....................................11-3911.45 CccQueryAgentLoginMediaServer.................................11-4011.46 CccQueryConfigAgentBySkillID...................................................11-4111.47 CccSetAgentSkillEx................................................................................................11-4211.48 CccQueryAgentIPAddressEx IP ................................................................11-4211.49 CccQueryAgentRestInfoWithVDN VDN ..............................................11-4311.50 CccQueryAgentCfgInfo..................................................................................11-4411.51 CccQuerySelfCcInfo...................................................................11-4511.52 CccChangeAgentStatus...................................................................................11-4511.53 CccRequestWriteFlowTrace...................................................................................11-4711.54 CccQueryBatchAgentAbstract............................................................11-4711.55 CccQueryUserEx.........................................................................................................11-4811.56 CccLogonWithAccount.......................................................................11-4911.57 CccQueryAgentIdWithAccount......................................................11-4911.58 CccQueryAllUserWorkNoWithAccount.........................11-5011.59 CccQueryAgentStatusStatistic........................................................................11-5111.60 CccAgentLoginQc...................................................................................................................................11-5311.61 CccAgentLogoutQc.................................................................................................................................11-54

12 ................................................................................................................12-112.1 CccQueryCallIDOnAgent...............................................................................................12-412.2 CccQueryCallIDOnAgentEx ..................................................................................12-412.3 CccQueryCalls................................................................................................12-512.4 CccGetCallSkillDescription....................................................................................12-612.5 CccQueryCallInfo.......................................................................................................12-7

TopEng-CTIAPI

01 (2007-12-30) vii

12.6 CccQueryCallInfoEx...................................................................................................12-812.7 CccQueryCallInfoEx2.........................................................................................12-912.8 CccQueryCallInfoEx3...............................................................................12-1012.9 CccQueryCallStatisticsInfo.......................................................................................12-1112.10 CccQueryCallStatisticsInfoExt...............................................................12-1212.11 CccQueryCallStatisticsInfoEx2..............................................................12-1312.12 CccQueryCallStatisticsInfoByMediaType..................................12-1312.13 CccSetCallData.......................................................................................................12-1412.14 CccSetCallDataEx...................................................................................................12-1512.15 CccQueryCallData..................................................................................................12-1612.16 CccQueryCallDataEx..............................................................................................12-1712.17 CccSetCallKeyID ID.......................................................................................................12-1812.18 CccSetCallKeyIDEx ID..................................................................................................12-1912.19 CccSetUserHistoryData..........................................................................................12-2012.20 CccQueryUserHistoryData......................................................................................12-2112.21 CccQueryUserClassName...............................................................................12-2212.22 CccQueryUserClassNameWithVDN..............................................................12-2312.23 CccSetUserClass.....................................................................................................12-2412.24 CccSetUserClassEx.................................................................................................12-2412.25 CccQueryUserInfo..................................................................................................12-2512.26 CccQueryUserInfoEx..............................................................................................12-2612.27 CccWriteUserInfo...................................................................................................12-2712.28 CccWriteUserInfoEx...............................................................................................12-2712.29 CccModifyUserInfo................................................................................................12-2812.30 CccModifyUserInfoEx............................................................................................12-2912.31 CccDeleteUserInfo..................................................................................................12-3012.32 CccDeleteUserInfoEx..............................................................................................12-3012.33 CccQueryCallTime..................................................................................................12-3112.34 CccQueryPrivateCall...............................................................................................12-3212.35 CccQueryPrivateKeepedCall..................................................................................12-3312.36 CccQueryVDNSummaryInfo VDN .......................................................12-3412.37 CccQueryVdnInfo VDN ........................................................12-3412.38 CccQueryUVIDOnAgent........................................................................12-3512.39 CccSetVisitData..................................................................12-3612.40 CccQueryVisitData.............................................................12-3712.41 CccQueryCallIDByDeviceType......................................................12-3812.42 CccQueryUVIDByCallID CALLID UVID.......................................................................12-3812.43 CccQuerySysCallStatInfo VDN 24 ...................................................12-3912.44 CccSetCallParam.............................................................................................12-4012.45 CccSetFuncUnitExit....................................................................................12-4012.46 CccQueryFuncUnitExit...............................................................................12-4112.47 CccQueryOriginalCalled.................................................................................12-41

TopEng-

CTIAPI

viii 01 (2007-12-30)

12.48 CccQueryBaseCallInfo....................................................................................12-4212.49 CccQueryCallStatByInno................................................................................12-4312.50 CccQueryCallStatByInnoWithVDN VDN ................................................12-4412.51 CccQueryCallTrace.............................................................12-4512.52 CccQueryQueueCallStatInfoEx......................................................12-4612.53 CccQueryCallStateEx..........................................................................................12-4712.54 CccQueryCustomerGroupCallStateEx........................................................12-4812.55 CccAddOutBoundCampain.....................................................................................12-4912.56 CccDelOutBoundCampain......................................................................................12-4912.57 CccPushCustomersToOutBound.........................................12-5012.58 CccDeleteCustomersToOutBound......................................12-5112.59 CccSetOutBoundHoliday............................................................................................12-5212.60 CccDeleteOutBoundHoliday.......................................................................................12-5312.61 CccQueryOutBoundResult......................................................................................12-5412.62 CccRequestOBSPauseTask.....................................................................................12-5512.63 CccRequestOBSResumeTask.................................................................................12-5612.64 CccRequestPowerOutboundEx4.....................................................12-5712.65 CccMessageEvent...........................................................................................12-57

13 ................................................................................................................13-113.1 CccQueryAbandonedCall............................................................................................13-213.2 CccRegisterOutbound.........................................................................................................13-213.3 CccRequestPreviewCallOut........................................................................................13-313.4 CccRequestPowerOutbound........................................................................................13-413.5 CccRequestPowerOutboundEx...................................................................................13-513.6 CccRequestPowerOutboundEx2.................................................................................13-6

14 WECC ...........................................................................................................14-114.1 CccAgentStartConvoy.................................................................................................14-314.2 CccAgentStopConvoy.................................................................................................14-314.3 CccAgentPushPage.............................................................................................................14-414.4 CccAgentStartChat......................................................................................................14-514.5 CccAgentStopChat......................................................................................................14-514.6 CccAgentSetOption.............................................................................................14-614.7 CccAgentGetOption............................................................................................14-714.8 CccAgentSetData....................................................................................................14-714.9 CccAgentGetData............................................................................................14-814.10 CccAgentSetCoopMsg..................................................................................14-914.11 CccQueryConferenceInfo..........................................................................................14-914.12 CccQueryConferenceInfoEx...........................................................................14-1014.13 CccQueryBusyConferenceInfoEx...........................................................................14-1114.14 CccRequestConference...................................................................................................14-1114.15 CccReleaseConference....................................................................................................14-12

TopEng-CTIAPI

01 (2007-12-30) ix

14.16 CccAddDeviceToConference..................................................................................14-1314.17 CccRemoveDeviceFromConference...........................................................14-1314.18 CccChangeDeviceModeInConference................................................14-1414.19 CccProlongConference....................................................................................14-1514.20 CccPlayVoiceToConference...............................................................................14-1514.21 CccStopVoiceToConference...............................................................................14-16

15 IVR ...................................................................................................................................15-115.1 IvrInit.......................................................................................................................15-215.2 IvrExit..........................................................................................................................15-215.3 IvrSetINNO IVR ........................................................................................................15-315.4 IvrGetEvent.................................................................................................................15-315.5 IvrQueryCallData........................................................................................................15-415.6 IvrSetCallData.............................................................................................................15-515.7 IvrRequestRouting..............................................................................................................15-515.8 IvrRequestRerouting...........................................................................................................15-615.9 IvrAlerting Alerting ............................................................................................15-715.10 IvrAnswer..................................................................................................15-815.11 IvrResourceConnect..........................................................................................................15-815.12 IvrResourceDisconnect.....................................................................................................15-915.13 IvrRedirect...........................................................................................................................15-1015.14 IvrCallSetup....................................................................................................................15-1015.15 IvrDisconnect..........................................................................................................15-1115.16 CccIvrStateReportIVR ...................................................................................................15-1215.17 IVR ................................................................................................................15-12

16 ............................................................................................................................16-116.1 CccQueryNetInfo........................................................................................................16-316.2 CccQueryNetInfoEx....................................................................................................16-316.3 CccQueryCcsCPUUseRate CCS ............................................................................16-416.4 CccQueryServiceType................................................................................................16-516.5 CccQueryServerTime..............................................................................................16-516.6 LongToTime........................................................................................................................16-616.7 CharToInt............................................................................................................16-616.8 IntToChar............................................................................................................16-716.9 BCDToCharBCD ...................................................................................................16-716.10 BCDToIntBCD .........................................................................................................16-816.11 IntToBCD BCD ........................................................................................................16-816.12 CharToBCD BCD ................................................................................................16-916.13 GetBCDLength......................................................................................................................16-916.14 CccGetLastBuffer..........................................................................................16-916.15 CccGetLicense....................................................................................................16-1016.16 CccUpdateLicense...........................................................................................16-11

TopEng-

CTIAPI

x 01 (2007-12-30)

16.17 CccSetWCCAProxy WCCA Proxy ......................................................16-1216.18 CccQueryUIDBCfg VDN UIDB ..............................................................16-1216.19 CccQuerySysVersion......................................................................................16-1316.20 CccWatchSysState..............................................................................16-1416.21 CccMessageBridge......................................................................................16-1516.22 CccQueryCallState..................................................................................16-1616.23 CccRequestWriteInfoToDB........................................................................16-1716.24 CccQuerySomeTotalInfo........................................................................................16-1816.25 CccQuerySomeTotalInfoWithVDN VDN .........................................................16-1916.26 CccFetchConfig...............................................................................................16-2016.27 CccPostConfig.............................................................................................16-2116.28 CccQueryAllDiskInfo.....................................................................................16-2216.29 CccQueryVDNDiskList..........................................................16-2316.30 CccRequestSetBillInfo....................................................................................16-2416.31 CccRequestWriteServiceBill...............................................................................16-2416.32 CccResetAgentInternetIP Internet IP..............................................................................16-2516.33 CccAdjustDenyTalkRight ....................................................................16-2616.34 CccSendIrcProtocol.................................................................16-2616.35 CccSendQCProtocol................................................................16-2716.36 CccSendSPPProtocol IVR ..................................................................16-2816.37 IcdSend........................................................................................................16-2816.38 CccRequestSwitchSvrStatus.......................................................................16-29

17 ............................................................................................................................................17-117.1 .............................................................................................................................................17-217.2 .....................................................................................................................................................17-617.3 ...................................................................................................................................................17-11

18 ........................................................................................................................18-118.1 .....................................................................................................................................................18-218.2 .............................................................................................................................................18-7

19 ........................................................................................................................................19-119.1 .................................................................................................................................................19-219.2 .........................................................................................................................................................19-3

A ..............................................................................................................................A-1B .......................................................................................................................................... B-1

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1-1 TopEng-.................................................................................................1-2

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15-1 ................................................................................................................................15-6 19-1 ........................................................................................................................................19-2

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1

TopEng- CTIAPI 1.1 TopEng-TopEng-1.2

TopEng-CTIAPI 1

01 (2007-12-30) 1-1

1.1 TopEng-TopEng-TopEng- 1-1

1-1 TopEng-

Internet

/Fax

Email

No.1/No.7H.323

HTTP/T.120

1

2

3

l Internet Internet TopEng

l

l TopEng

1.2 API

1 TopEng-

CTIAPI

1-2 01 (2007-12-30)

2

2.1 2.2

TopEng-CTIAPI 2

01 (2007-12-30) 2-1

2.1

CLIDANI

DNIS

DN IVR

VRUIVR

IVR IVR IVR

CallID

API

1B+D APC AITAttendantCommunication Card ASLAnalogue Subscriber Line Board

2 TopEng-

CTIAPI

2-2 01 (2007-12-30)

WECCWeb

VDNVirtal Directory NumberVDN Call Center

UVIDUser Visit ID UVID

E-mailFaxWeb

l l l l

IRC NIRC

TopEng-CTIAPI 2

01 (2007-12-30) 2-3

ECCEnterprise Call Center Public Call Center Platform

PCCPPublic Call Center Platform Call Center

ICDMSICD ICD ICD

CMS ICD Client of Management System

TCMS ICD ICD TransferClient of Management System CMS TCMS

OPSl

OPS l

OPS l

OPS

l OPS

l OPS

l OPS

l OPS

2 TopEng-

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2.2

CTI ServerWebMWebEmailMEmail

1B+DC&C08-Q 1B+D APC 1B+D CTI APC ICD 1B D 1. CccApiInit 2. CccApcInit APC 3. CccConnectToServer 4. CccLogon CccLogonEx 5. CccAgentLogin CccAgentLoginEx 6. 7. 8. CccAgentLogout CccAgentLogoutEx 9. CccLogoff 10. CccDisconnectFromServer 11. CccApcExit APC 12. CccApiExit

PC PHONE PC UISUser Interface ServerUIS PC+PHONE 1. CccApiInit 2. CccConnectToServer 3. CccLogon CccLogonEx 4. CccAgentLoginEx

TopEng-CTIAPI 2

01 (2007-12-30) 2-5

5. 6. 7. CccAgentLogoutEx 8. CccLogoff 9. CccDisconnectFromServer 10. CccApiExit

2B+D PC+PHONE

6B+D PC+PHONE

CTI 1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. CccAgentLogout CccAgentLogoutEx 5. 6. CccApiExit

2 TopEng-

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2-6 01 (2007-12-30)

3 API

CTIAPI 3.1 TopEng- API CTI API Call Center 3.2 API 3.3 API 3.4 TopEng- API 3.5 3.6 3.7 TopEng- API 3.8 TopEng- API

TopEng-CTIAPI 3 API

01 (2007-12-30) 3-1

3.1 TopEng- API CTI API Call Center

ctiapidll.dll TCP/IP HTTP

TCP/IP Htcpapi.dll IcdComm.exe IcdComm.exe Http http Htcpapi.dll

API Windows95/98/XPWindows NTWindows 2000VC6.0Delphi5.0VB6.0PB5.0/6.0 SQL Server 7.0Oracle 7.3/8i/9iSysbase 12.0

3.2 API l l l

1. CccApiInit 2. CccConnectToServer 3. CccLogon CccLogonEx 4. 5. 6. CccLogoff 7. CccDisconnectFromServer 8. CccApiExit API API BCCC_SYSTEM_INFOSystemInfo;rc = CccQuerySysStatus( m_usConnectID , &SystemInfo);

3 API TopEng-

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3-2 01 (2007-12-30)

if ( rc == ICD_OK ){

char tmpstr[500];

sprintf(tmpstr,"System status:\r\n"

"Version: %s, CallNumber: %hu,CallInQueueNum: %hu,\r\n"

"TalkingNum: %hu, TotalLoginAgent: %hu,

BusyAgent: %hu,\r\n"

"IdleAgent: %hu, SkillNum: %hu, ConnectNum: %hu",

SystemInfo.VersionInfo,// CCS

SystemInfo.usCallNum,//

SystemInfo.usCallInQueueNum,//

SystemInfo.usTalkingNum,//

SystemInfo.usTotalLoginAgent,//

SystemInfo.usBusyAgent,//

SystemInfo.usIdleAgent,//

SystemInfo.usSkillNum,//

SystemInfo.usConnectNum );//

AfxMessageBox(tmpstr, MB_OK);

}

1. CccApiInit 2. CccApcInit APC 3. CccConnectToServer 4. CccLogon CccLogonEx 5. CccAgentLogin CccAgentLoginEx 6. 7. 8. CccAgentLogout CccAgentLogoutEx 9. CccLogoff 10. CccDisconnectFromServer 11. CccApcExit APC 12. CccApiiExit API

TopEng-CTIAPI 3 API

01 (2007-12-30) 3-3

1. InstallEventCallBackProc 2. 3. 4. 5. UninstallEventCallBackProc

6. AfxBeginThreadCheckEventProc, NULL7. CheckEventProc CccGetEvent 8. 9. 10. UINT CheckEventProc( LPVOID lpvThreadParm )

{

UNREFERENCED_PARAMETER(lpvThreadParm);

WORD rc, usSize;

UCHAR Buffer[2048];

SHORT usEventType;

CString strEvent;

WORD result;

ULONG ulTaskID;

ULONG offset;

time_t EventTime;

struct tm *curtime;

while ( 1 )

{usSize = 2048;

rc = CccGetEvent(m_usConnectID, Buffer, &usSize, &usEventType, 3000);

if ( rc == ICD_OK )

{

time( &EventTime );

curtime = localtime( &EventTime );

strEvent.Format("Receive Event: EventType %d , ",

usEventType );

switch ( usEventType )

{

case CCC_REPORT_RESPONSE_EVENT :

case CCC_MAKE_CALL_RESPONSE_EVENT:

case CCC_TRANSFER_OUT_RESPONSE_EVENT:

3 API TopEng-

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3-4 01 (2007-12-30)

strEvent += ", ";

strEvent +=asctime( curtime );

}

}

return 0;

}

DBCCC_USER_RECORDUser;

char tmpstr[100];

User.usWorkNo = 101;

strcpy(User.szPassword, "101");

rc = CccLogon( m_usConnectID , &User);

g_pErrorInfo->ProcessResult(rc, "CccLogon");

if ( rc == ICD_OK )

{

sprintf(tmpstr,"WorkNo: %hu, UserName: %s,"

"Password: %s, Security: %lu",

User.usWorkNo,

User.szUserName,

User.szPassword,

User.ulSecurity);//

AfxMessageBox(tmpstr, MB_OK);

AfxBeginThread( CheckEventProc, NULL );

}

3.3 API l WIN32 C l CccConnectToServer hCcc

l IN OUT l

l 30KB

TopEng-CTIAPI 3 API

01 (2007-12-30) 3-5

l

3.4 TopEng- API

API API

Ctiapi.hINtessPub.h Ctiapi.hINtessPub.h

TopEng- API l Apcio.Dll APC l CtiApidll.Dll API l CtiApidll.Lib C l CtiApi.H API C l INtessPub.H API

3.5 USHORT ICD_OK0

3.6

API API 3 ICD_ERR_TIMED_OUT

API l

l

3 API TopEng-

CTIAPI

3-6 01 (2007-12-30)

InstallEventCallBackProc CccGetEvent

CccSetEventMonitor

3.7 TopEng- API API API 50ICD_ERR_TOO_MUCH_THREAD

3.8 TopEng- API ICD3.0 TopEng-V3.0ICD2.0 TopEng-V2.0INOUTIN/OUT ICDV300R002 UIS CCS UIS CCSl l l l C l l C l

TopEng-CTIAPI 3 API

01 (2007-12-30) 3-7

4

API 4.1 SetWaitTime API UIS 4.2 SetWaitTimeEx4.3 CccApiInitCtiApiInit4.4 CtiApiExit4.5 CccApcInit APC 4.6 CccApcExit APC 4.7 CccConnectToServer4.8 CccConnectToServerEx4.9 CccDisconnectFromServer4.10 CccLogon4.11 CccLogonEx4.12 CccLogoff

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01 (2007-12-30) 4-1

4.1 SetWaitTime API UIS

API UIS API 3000

void __stdcall SetWaitTime(long lTime );

lTime IN

SetWaitTimeEx

4.2 SetWaitTimeEx

UISWebMWeb IEl WAIT_TIME_UIS UIS API

3000 l WAIT_TIME_WEBM WEBM API

10000 l WAIT_TIME_IE Internet Explorer API

10000

void __stdcall SetWaitTimeEx( long lTime, USHORT usType);

lTime IN

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usType WAIT_TYPEIN

enum{WAIT_TYPE{WAIT_TIME_UIS = 0,// UISSetWaitTimeWAIT_TIME_WEBM,// WEBMWAIT_TIME_IE,// Internet Explorer};

SetWaitTime

4.3 CccApiInitCtiApiInit

API

1. TCP/IP ICDComm Http

Htcpapi.dll Http 2. Ctiapidll.dll Htcpapi.dll Window

SHORT __stdcall CccApiInit(ULONG ulMyId,int (__stdcall * lpfnTcpRecv) ( ULONG ulSrcIP, ULONG ulSrcID, char * pcData, ULONG ulDataLen));

SHORT __stdcall CtiApiInit(ULONG ulMyId,int (__stdcall * lpfnTcpRecv) (ULONG ulSrcIP, ULONG ulSrcID, char * pcData, ULONG ulDataLen));

ulMyId ID 0 50IN

0 39 40 50lpfnTcpRecv UIS IN

lpfnTcpRecv NULL SendMessage UIS

ulSrcIP IP INulSrcID IN

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pcData IN/OUTulDataLen OUT

ICD_OK

CccApiInit(40, NULL);

CtiApiExit

4.4 CtiApiExit

CccApiInit

void __stdcall CtiApiExit(void);

CccApiInitCtiApiInit

4.5 CccApcInit APC

APC 1B+D

1. APC

4 TopEng-

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2. Apcio.dll Windows

CHAR __stdcall CccApcInit(CHAR cWhoInit, SHORT sCardVer);

cWhoInit 1INsCardVer IN

APC CQ01CQ05CQ04 CQ06 0495APC

ICD_OK

CQ05CHAR cRc = CccApcInit(1, 4)

CccApcExit

4.6 CccApcExit APC

APC

CccApiInit

void __stdcall CccApcExit(void);

CccApcInit

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01 (2007-12-30) 4-5

4.7 CccConnectToServer

Server API Server UIS CccConnectToServerEx

CccApiInit

SHORT __stdcall CccConnectToServer (USHORT *phCcc, CHAR *pcIpStr[2], ULONG ulModule);

phCcc Server

OUTpcIpStr ServerIP IP INulModule Server PROGIDIN

UIS UIS PROGID 20PROXY PROGID 12

ICD_OK

USHORTm_usConnectID;CHAR *ip[2];ip[0] = new CHAR[20];ip[1] = new CHAR[20];strcpy( ip[0] , m_strMainIP ); // m_strMainIP = 129.9.100.101strcpy( ip[1] , m_strBackupIP); //m_strBackupIP = 129.9.100.102m_dwPort = 20; // UIS Process IDUSHORT rc = CccConnectToServer( &m_usConnectID , ip , m_dwPort);delete [] ip[0];delete [] ip[1];

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4-6 01 (2007-12-30)

CccDisconnectFromServer

4.8 CccConnectToServerEx

4.9 CccDisconnectFromServer

Server Server API hCcc

1. CccApiInit 2. CccConnectToServer UIS

SHORT __stdcall CccDisconnectFromServer ( USHORT hCcc );

hCcc CccConnectToServer IN

ICD_OK

CccConnectToServer

4.10 CccLogon

UIS PROXY

TopEng-CTIAPI 4

01 (2007-12-30) 4-7

API


SHORT __stdcall CccLogon (USHORT hCcc, DBCCC_USER_RECORD * pdbUserRecord );

hCcc CccConnectToServer INpdbUserRecord DBCCC_USER_RECORD

usWorkNo szPasswordIN/OUT

ICD_OK

DBCCC_USER_RECORD User;User.usWorkNo = m_usAgentNo;//Agent WorkNostrncpy(User.szPassword, m_strAgentPassword, DBCCC_MAXLEN_PASSWORD);USHORT rc = CccLogon( m_usConnectID , &User);if ( rc == ICD_OK )CHAR tmpstr[500];sprintf(tmpstr,"WorkNo%u,UserName%s, Password%s, Security%lu",User.usWorkNo,User.szUserName,//User.szPassword,User.ulSecurity);//AfxMessageBox(tmpstr, MB_OK);

CccLogoffCccLogonEx

4.11 CccLogonEx

4 TopEng-

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4-8 01 (2007-12-30)

UIS PROXY

API CccLogon VDN


SHORT __stdcall CccLogonEx (USHORT hCcc, DBCCC_USER_RECORD_EX * pdbUserRecord );

hCcc CccConnectToServer INpdbUserRecord DBCCC_USER_RECORD

usWorkNo szPasswordIN/OUT

ICD_OK

DBCCC_USER_RECORD_EXUser;User.usWorkNo = m_usAgentNo;//Agent WorkNostrncpy(User.szPassword, m_strAgentPassword, DBCCC_MAXLEN_PASSWORD);USHORT rc = CccLogonEx( m_usConnectID , &User);if ( rc == ICD_OK )CHAR tmpstr[500];sprintf(tmpstr,"WorkNo%u,UserName%s, Password%s, Security%lu",User.usWorkNo,User.szUserName,//User.szPassword,User.ulSecurity);//AfxMessageBox(tmpstr, MB_OK);

CccLogoffCccLogon

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01 (2007-12-30) 4-9

4.12 CccLogoff

hCcc hCcc UIS

1. CccApiInit 2. CccConnectToServer UIS 3. CccLogon CccLogonEx UIS

SHORT __stdcall CccLogoff ( USHORT hCcc )

hCcc CccConnectToServer IN

ICD_OK

CccLogonCccLogonEx

4 TopEng-

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4-10 01 (2007-12-30)

5

5.1 CccGetEvent5.2 InstallEventCallBackProc5.3 UninstallEventCallBackProc5.4 CccSetEventMonitor5.5 CccSetSysMonitor5.6 CccGetSysMonitorInfo5.7 CccResetSysMonitorInfo5.8 CccSetMonitorDN

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01 (2007-12-30) 5-1

5.1 CccGetEvent

UIS UIS CccSetEventMonitor CccSetSysMonitor 1B+1D

1. CccApiInit 2. 3. CccSetEventMonitor

InstallEventCallBackProc CccGetEvent

SHORT __stdcall CccGetEvent (USHORT hCcc, PUCHAR pdbEvent, PUSHORT pcSize, PSHORT pusEventType, LONG lTimeout)

hCcc CccConnectToServer

INpdbEvent

OUT

pcSize IN/OUT

pusEventType OUT

lTimeout -1 IN

ICD_OK

UINT GetEventProcess(LPVOID parameter)SHORTusEventType = (SHORT) parameter;//Expect Event Type

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5-2 01 (2007-12-30)

CStringstrEvent = "Receive Event";LONG lBeginTime, lEndTime;USHORTrc, usSize;UCHARucBuffer[32767];// BufferSHORTusGetEventType;//Receive EventLONGlSetTime =100;//Total Wait TimelBeginTime = time(NULL);dousSize = 32767;//Buffer Sizerc = CccGetEvent(m_usConnectID, ucBuffer, &usSize, &usGetEventType, 3000);if(rc == ICD_OK){// Success to Receive a Event//Get Event NamestrEvent += g_pErrorInfo->GetEventInfo(usGetEventType);strEvent += "; ";if( usGetEventType == usEventType)break;//Receive Expect Event , exitelsestrEvent += g_pErrorInfo->GetEventInfo(rc);strEvent += "; ";//Store Receive EventlEndTime = time(NULL);}while(lEndTime - lBeginTime < lSetTime);AfxMessageBox(strEvent, MB_OK);return0;

CccSetEventMonitorCccSetSysMonitorInstallEventCallBackProcUninstallEventCallBackProcCccGetSysMonitorInfoCccSetMonitorDN CccResetSysMonitorInfo

5.2 InstallEventCallBackProc

1. CccApiInit 2. 3.

EVENTPROC __stdcall InstallEventCallBackProc( EVENTPROC pEventProc );

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01 (2007-12-30) 5-3

pEventProc IN

void __stdcall EventProc( SHORT EventType, void* pEventData, USHORT usDataSize ); EventType pEventData usDataSize

EVENTPROC InstallEventCallBackProc NULL

l l l InstallEventCallBackProcl CccGetEvent ICD_ERR_INTERNAL_ERRORl UninstallEventCallBackProc

void EventProc( SHORT usEventType , void* szEvent , USHORT usSize ){USHORT usRes = *((USHORT*)( szEvent ));switch( usEventType )case CCC_WAIT_OUTBOUND_EVENT//...break;case CCC_ANSWER_REQUEST_EVENT//...break;//...InstallEventCallBackProc( EventProc );

CccGetEventCccSetEventMonitorCccSetSysMonitorCccSetMonitorDNUninstallEventCallBackProcCccGetSysMonitorInfoCccResetSysMonitorInfo

5.3 UninstallEventCallBackProc

5 TopEng-

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5-4 01 (2007-12-30)

1. CccApiInit 2. 3. InstallEventCallBackProc

VOID __stdcall UninstallEventCallBackProc(VOID);

InstallEventCallBackProcCccGetEventCccSetEventMonitorCccSetSysMonitorCccGetSysMonitorInfoCccResetSysMonitorInfoCccSetMonitorDN

5.4 CccSetEventMonitor

API API

CccSetEventMonitor flStart FALSE


SHORT __stdcall CccSetEventMonitor ( USHORT hCcc, USHORT usEventType, DEVICE_ID* pDeviceID, CHAR cStart);


INusEventType INpDeviceID ID

DEVICE_ID_NO_USEIN

cStart TRUE FALSE IN

TopEng-CTIAPI 5

01 (2007-12-30) 5-5

ICD_OK

// parameter = CCC_WAIT_OUTBOUND_EVENTc_resource_files.xml#c_resource_files_returnvalueUINT GetEventProcess(LPVOID parameter)SHORTusEventType = (SHORT) parameter;//DEVICE_ID DeviceID;DeviceID.ucDeviceType = AgentType;DeviceID.usDeviceNo = m_usAgentNo;USHORT rc =CccSetEventMonitor( m_usConnectID, usEventType, &DeviceID,TRUE);//LONGlBeginTime, lEndTime, lSetTime;USHORTusSize;UCHARucBuffer[32767];SHORTusGetEventType;lSetTime = 600;lBeginTime = time(NULL);dousSize = 32767;rc = CccGetEvent(m_usConnectID, ucBuffer, &usSize, &usGetEventType, 3000);if(rc == ICD_OK)if( usGetEventType == usEventType)// ...break;lEndTime = time(NULL);}while(lEndTime - lBeginTime < lSetTime);//CccSetEventMonitor( m_usConnectID, usEventType, &DeviceID, FALSE);return0;

CccGetEventCccSetEventMonitorCccSetSysMonitorInstallEventCallBackProcUninstallEventCallBackProcCccGetSysMonitorInfoCccResetSysMonitorInfoCccSetMonitorDN

5.5 CccSetSysMonitor

CCC_MASTER_CHANGED_EVENT

CccSetSysMonitor ucStart FALSE


1. CccApiInit 2.

5 TopEng-

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5-6 01 (2007-12-30)

SHORT __stdcall CccSetSysMonitor (USHORT hCcc, UCHAR ucStart);


INucStart TRUE

FALSE IN

ICD_OK

// parameter = CCC_MASTER_CHANGED_EVENTUINT GetEventProcess(LPVOID parameter)SHORTusEventType = (SHORT) parameter;//DEVICE_ID DeviceID;DeviceID.ucDeviceType = AgentType;DeviceID.usDeviceNo = m_usAgentNo;USHORT rc =CccSetSysMonitor( m_usConnectID, TRUE);//LONGlBeginTime, lEndTime, lSetTime;USHORTusSize;UCHARucBuffer[32767];SHORTusGetEventType;lSetTime = 600;lBeginTime = time(NULL);dousSize = 32767;rc = CccGetEvent(m_usConnectID, ucBuffer, &usSize, &usGetEventType, 3000);if(rc == ICD_OK)if( usGetEventType == usEventType)// ...break;lEndTime = time(NULL);}while(lEndTime - lBeginTime < lSetTime);//CccSetSysMonitor( m_usConnectID, FALSE);return0;

CccGetEventCccSetEventMonitorCccSetSysMonitor CccSetMonitorDNInstallEventCallBackProcUninstallEventCallBackProcCccGetSysMonitorInfoCccResetSysMonitorInfo

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01 (2007-12-30) 5-7

5.6 CccGetSysMonitorInfo

API VDN UIS UIS CCSCTI ServerIVRAplogic UIS UIS

1. CccApiInit 2.

SHORT __stdcall CccGetSysMonitorInfo(USHORT hCcc, USHORT usServerType, CHAR *pszIPAddr, USHORT *pusItemNum, USHORT *pusMonitorItem, USHORT *pusInfoSize, CHAR *pszMonitorInfo);


INusServerType PROG_ID_TYPE

INpszIPAddr IP

INpusItemNum IN/OUTpusMonitorItem INpusInfoSize pszMonitorInfo

IN/OUT

pszMonitorInfo MONITOR_INFO_HEAD IN

5 TopEng-

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5-8 01 (2007-12-30)

ICD_OK pszMonitorInfo pusInfoSize pszMonitorInfo ICD_OK_LESS_BUFFER_SIZE pusInfoSize pszMonitorInfo CccGetLastBuffer(USHORT hCcc, ULONG*pulLen, CHAR *pBuffer)//0 200 //201 400CCS200//401 600CTI Server200//601 800PG 200

ICD_MONITOR_ITEM struct MONITOR_INFO_HEADUSHORT usMonitorID; // enum ICD_MONITOR_ITEMUSHORTusInfoSize; // 30K};

IMI_UIS_NET_INFOstruct IMI_UIS_NET_INFO_Mnt : public MONITOR_INFO_HEAD//....};

DBPROXYIVR UIS ICD ICD_MONITOR_ITEM l

enum PROXY_MONITOR_ITEMIMI_DBPROXY_INFO= IMI_DBPROXY_BEGIN,//IMI_DBPROXY_DB,//}; IMI_DBPROXY_INFOstruct IMI_DBPROXY_INFO_Mnt: public MONITOR_INFO_HEAD USHORT usDealingMsgNum;//USHORT usQueueMsgNum; //};// TopEng-V2.0 CMD_MONITOR_PROXY_INFO IMI_DBPROXY_DBstruct IMI_DBPROXY_DB_Mnt: public MONITOR_INFO_HEADUSHORTusDBNum;//DB_SOURCE_INFOpDbInfo[ANY_SIZE];//}//struct DB_SOURCE_INFOCHARszDbAlias[16];//USHORTusDbNum;//USHORTusTimesPerSecond;//USHORTusConnectNum;//DB_CONNECT dbConnect[ANY_SIZE];// usConnectNum};// TopEng-V2.0 CMD_MONITOR_PROXY_DB//struct DB_CONNECTUCHARucBusyFlag;//10 2

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01 (2007-12-30) 5-9

USHORTusWaitMsgNumber;//};

l IVR enum IVR_MONITOR_ITEMIMI_IVR_INFO= IMI_IVR_BEGIN,//IVR}; IMI_IVR_INFO IVR struct IMI_IVR_INFO_Mnt: public MONITOR_INFO_HEADUCHARucIsMainOK;//0USHORTusTotalCallThreads; //USHORTusCallThreadsInUse; // ULONGulFailDueToCallThreads;//ULONGulTotlaCallIn;//ULONGulCallInOk;//ULONGulAccessCodeFail; //ULONGulCallOutOk; //ULONGulCallOutFail; //ULONGulTimeOutFail; //ULONGulOprRouteOk; //ULONGulOprRouteFail; //ULONGulOprHelpOk; //ULONGulOprHelpFail; //USHORTusServiceNum;//ULONG callNumPerService[serviceNum];// SERVICEUCHARpucServiceName[ANY_SIZE]; // "!" serviceNum};

l UIS enum UIS_MONITOR_ITEMIMI_UIS_INFO= IMI_UIS_BEGIN,//UIS};struct IMI_UIS_INFO_Mnt: public MONITOR_INFO_HEADULONG ulCccCount;// UIS};

CHAR *pszIPAddr = "10.121.12.194";USHORT usItemNum = 2;USHORT usMonitorItem[2] = {IMI_UIS_INFO, IMI_CTISVR_CALL}; USHORT usInfoSize = 50;CHAR *pszMonitorInfo = new CHAR[usInfoSize];USHORT rc =CccGetSysMonitorInfo( m_usConnectID, PROGID_UIS, pszIPAddr, &usItemNum, usMonitorItem, &usInfoSize,pszMonitorInfo);//ULONG ulCccCount; IMI_UIS_INFO_Mnt * pUisInfo = (IMI_UIS_INFO_Mnt *)pszMonitorInfo;ulCccCount = pUisInfo-> ulCccCount;//CTISVRULONG ulIVRCallCount; //IMI_CTISVR_CALL_Mnt* pCtiCall = (IMI_CTISVR_CALL_Mnt *)(pszMonitorInfo + sizeof(IMI_UIS_INFO_Mnt);ulIVRCallCount= pCtiCall->ulIVRCallCount;

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5-10 01 (2007-12-30)


5.7 CccResetSysMonitorInfo

1. CccApiInit 2.

SHORT __stdcall CccRestSysMonitorInfo(USHORT hCcc, USHORT usServerType, CHAR *pszIPAddr, USHORT *pusItemNum, USHORT *pusMonitorItem);


INusServerType

PROG_ID_TYPEINpszIPAddr IP

INpusItemNum IN/OUTpusMonitorItem IN

ICD_OK


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01 (2007-12-30) 5-11

5.8 CccSetMonitorDN

1. CccApiInit 2.

SHORT __stdcall CccSetMonitorDN(USHORT hCcc, USHORT *pusSize, CHAR *pszDN);


INpusSize INpszDN IN

ICD_OK


5 TopEng-

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6

6.1 CccAgentLogin6.2 CccAgentLoginEx6.3 CccAgentLogout6.4 CccAgentLogoutEx6.5 CccRequestDoNotDisturb6.6 CccRequestIdle6.7 CccRequestMuteOn6.8 CccRequestMuteOnEx6.9 CccRequestMuteOff6.10 CccRequestMuteOffEx6.11 CccRequestAnswer6.12 CccRequestAnswerEx6.13 CccRequestRelease6.14 CccRequestReleaseEx6.15 CccRequestInternaltransfer6.16 CccRequestInternalCall6.17 CccRequestInternalCallEx6.18 CccRequestTransferOut6.19 CccRequestTransferOutEx6.20 CccRequestTransferOutEx2

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6.21 CccRequestTransferOutEx36.22 CccRequestCallOut6.23 CccRequestCallOutExOPS 6.24 CccRequestCallOutEx26.25 CccRequestReport6.26 CccRequestReportEx6.27 CccRequestHold6.28 CccRequestFetchHold6.29 CccRequestConnectHold6.30 CccRequestAppointedCall6.31 CccSetSupportMediaCall6.32 CccQuerySupportMediaCall6.33 CccRequestInterceptWithCallID6.34 CccQueryCallInfoEx46.35 CccRequestVerifyMailBox

6 TopEng-

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6.1 CccAgentLogin

CccLogon CccLogonEx CccAgentLogout

l 1B+Dl 1B

1D

1. CccApiInit 2. 3. CccAgentLogin

SHORT __stdcall CccAgentLogin (USHORT hCcc, USHORT usWorkNo, SHORT sAnsTypeSHORT sDeskNo )


INusWorkNo INsAnsType

INl 0

l 1l 2

sDeskNo Agent UIS 1000IN

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01 (2007-12-30) 6-3

ICD_OK

SHORT Anstype = 2;SHORT DeskNo = 1000;USHORTusRc = CccAgentLogin( m_usConnectID , m_usAgentNo, Anstype, DeskNo);

CccAgentLogoutCccAgentLogoutExCccAgentLoginEx

6.2 CccAgentLoginEx

CccLogon CccLogonEx CccAgentLogoutEx

l CccAgentLogin 1B+D CccAgentLoginExl APC ucMediaServerMS_CTISERVER

CccAgentLogin APC

1. CccApiInit 2. 3. CccAgentLogin

USHORT __stdcall CccAgentLoginEx ( USHORT hCcc, USHORT usWorkNo, UCHAR ucMediaServer, UCHAR ucAgentType, USHORT usParamSize, UCHAR *pParam )


INusWorkNo IN

6 TopEng-

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6-4 01 (2007-12-30)

ucMediaServer IN

l 0 CTI Serverl 1 WebMl 2 MailM

ucAgentType enum AGENT_TYPE CTI Server AGENT_TYPE_PC_PHONE AGENT_TYPE_ISDNIN

usParamSize INpParam[ANY_SIZE]

IN CTI Server usAgentType AGENT_TYPE_PC_PHONEpParam

ICD_OK

SHORT usWorkNo = 2;UCHAR ucMediaServer = MS_CTISERVER;UCHAR ucAgentType = AGENT_TYPE_PC_PHONE;USHORT usParamSize = 10; UCHAR pParam[10] = "123456";USHORTusRc = CccAgentLoginEx(m_usConnectID, usWorkNo, ucMediaServer, ucAgentType, usParamSize, pParam);

CccAgentLogoutCccAgentLogoutExCccAgentLogin

6.3 CccAgentLogout

1B+D

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01 (2007-12-30) 6-5

1. CccApiInit 2. 3. CccAgentLogin 4. 5. CccAgentLogout

USHORT __stdcall CccAgentLogout (USHORT hCcc)


IN

ICD_OK

CccAgentLoginCccAgentLoginExCccAgentLogoutEx

6.4 CccAgentLogoutEx

CccAgentLogout 1B+D CccAgentLogoutEx

CccAgentLogout 1B+D CccAgentLogoutEx

1. CccApiInit 2. 3. CccAgentLoginEx 4. 5. CccAgentLogoutEx

USHORT __stdcall CccAgentLogoutEx (USHORT hCcc, UCHAR ucMediaServer)

6 TopEng-

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INucMediaServer IN

l 0 CTI Serverl 1 WebMl 2 MailM

ICD_OK

CccAgentLoginCccAgentLoginExCccAgentLogout

6.5 CccRequestDoNotDisturb

Do Not Disturb

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. CccRequestDoNotDisturb

USHORT __stdcall CccRequestDoNotDisturb (USHORT hCcc);


IN

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01 (2007-12-30) 6-7

ICD_OK

CccRequestIdle

6.6 CccRequestIdle

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. CccRequestIlde

USHORT __stdcall CccRequestIdle (USHORT hCcc);


IN

ICD_OK

CccRequestDoNotDisturb

6.7 CccRequestMuteOn

CccRequestMuteOn 1B+D

6 TopEng-

CTIAPI

6-8 01 (2007-12-30)

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. 5. 6. CccRequestMuteOn

USHORT __stdcall CccRequestMuteOn (USHORT hCcc);


IN

ICD_OK

CccRequestMuteOffCccRequestMuteOffExCccRequestMuteOnEx

6.8 CccRequestMuteOnEx

UIS UIS CTI Server CTI Server

CccRequestMuteOnEx CccRequestMuteOn

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4.

TopEng-CTIAPI 6

01 (2007-12-30) 6-9

5. 6. CccRequestMuteOnEx

USHORT __stdcall CccRequestMuteOnEx (USHORT hCcc,CALLID &callId);


INcallId IN

ICD_OK

CccRequestMuteOffCccRequestMuteOffExCccRequestMuteOn

6.9 CccRequestMuteOff

CccRequestMuteOff 1B+D

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. 5. 6. CccRequestMuteOn 7. CccRequestMuteOff

USHORT __stdcall CccRequestMuteOff (USHORT hCcc);

6 TopEng-

CTIAPI

6-10 01 (2007-12-30)


IN

ICD_OK

CccRequestMuteOnCccRequestMuteOnExCccRequestMuteOffEx

6.10 CccRequestMuteOffEx

UIS UIS CTIServer CTIServer

CccRequestMuteOnEx CccRequestMuteOn

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. 5. 6. CccRequestMuteOn 7. CccRequestMuteOff

USHORT __stdcall CccRequestMuteOffEx (USHORT hCcc,CALLID &callID);


INcallId IN

TopEng-CTIAPI 6

01 (2007-12-30) 6-11

ICD_OK

CccRequestMuteOnCccRequestMuteOnExCccRequestMuteOff

6.11 CccRequestAnswer

CCC_ANSWER_REQUEST_EVENTICD_OKCccGetEvent CCC_ANSWER_RESPONSE_EVENT

l 1B+Dl ICD_OK

CccGetEvent

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. 5. CccRequestAnswer

USHORT __stdcall CccRequestAnswer (USHORT hCcc);


IN

ICD_OK

6 TopEng-

CTIAPI

6-12 01 (2007-12-30)

CccRequestReleaseCccRequestReleaseExCccRequestAnswerEx

6.12 CccRequestAnswerEx

CCC_ANSWER_REQUEST_EX_EVENTICD_OK CTI Server CccGetEvent CCC_ANSWER_RESPONSE_EVENT

l CccRequestAnswerExWebEmail CccRequestAnswer

l ICD_OK CccGetEvent

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. 5. CccRequestAnswerEx

USHORT __stdcall CccRequestAnswerEx (USHORT hCcc, CALLID &callId);


INcallId IN

ICD_OK

CccRequestReleaseCccRequestReleaseExCccRequestAnswer

TopEng-CTIAPI 6

01 (2007-12-30) 6-13

6.13 CccRequestRelease

CCC_RELEASE_REQUEST_EVENT

1B+D

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. 5. CccRequestAnswer 6. CccRequestRelease

USHORT __stdcall CccRequestRelease (USHORT hCcc);


IN

ICD_OK

CccRequestReleaseExCccRequestAnswerCccRequestAnswerEx

6.14 CccRequestReleaseEx

CCC_RELEASE_REQUEST_EX_EVENT

6 TopEng-

CTIAPI

6-14 01 (2007-12-30)

CccRequestReleaseExWebEmail CccRequestRelease

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. 5. CccRequestAnswer 6. CccRequestReleaseEx

USHORT __stdcall CccRequestReleaseEx (USHORT hCcc,CALLID &callId);


INcallId IN

ICD_OK

CccRequestReleaseCccRequestAnswerCccRequestAnswerEx

6.15 CccRequestInternaltransfer

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx

TopEng-CTIAPI 6

01 (2007-12-30) 6-15

4. 5. CccRequestAnswer 6. CccRequestInternalTransfer

USHORT __stdcall CccRequestInternaltransfer (USHORT hCcc, DEVICE_ID *pDestDevice , USHORT usDeskNo);


INpDestDevice

DEVICE_IDINusDeskNo ICD

1000

DEVICE_ID DestID;DestID.ucDeviceType = AgentType;DestID.usDeviceNo = usAgentNo; //usAgentNoUSHORT usRc = CccRequestInternaltransfer( m_usConnectID, &DestID, 1000);

CccRequestTransferOut

ICD_OK

CccRequestTransferOut

6.16 CccRequestInternalCall

ICD_OK CccGetEvent CCC_MAKE_CALL_RESPONSE_EVENT

6 TopEng-

CTIAPI

6-16 01 (2007-12-30)

l CccRequestInternalCalll ICD_OK

CccGetEvent

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. CccRequestInternalCall5. CccGetEvent

USHORT __stdcall CccRequestInternalCall (USHORT hCcc, DEVICE_ID *pDestDeviceID, USHORT usdeskno);


INpDestDevice

DEVICE_IDINusDeskNo ICD 1000

ICD_OK

UINT GetEventProcess(LPVOID parameter)SHORTusEventType = (SHORT) parameter;//Expect Event TypeCStringstrEvent = "Receive Event";LONGlBeginTime, lEndTime;USHORTrc;//Return CodeUSHORTusSize;//Buffer SizeUCHARucBuffer[32767];// BufferSHORTusGetEventType;//Receive EventLONGlSetTime = 100;//Total Wait TimelBeginTime = time(NULL);dousSize = 32767;//Buffer Sizerc = CccGetEvent(m_usConnectID, ucBuffer, &usSize, &usGetEventType, 3000);if(rc == ICD_OK){

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01 (2007-12-30) 6-17

// Success to Receive a Event//Get Event NamestrEvent+= g_pErrorInfo->GetEventInfo(usGetEventType);strEvent += "; ";if( usGetEventType == usEventType)break;//Receive Expect Event , exitelsestrEvent += g_pErrorInfo->GetEventInfo(rc);strEvent += "; ";//Store Receive EventlEndTime = time(NULL);}while(lEndTime - lBeginTime < lSetTime);AfxMessageBox(strEvent, MB_OK);

return0;DWORDdwPara = CCC_MAKE_CALL_RESPONSE_EVENT;CWinThread*hThreadEvent = AfxBeginThread( GetEventProcess , (LPVOID) dwPara, THREAD_PRIORITY_NORMAL,0,0,NULL);DEVICE_IDDestID;DestID.ucDeviceType = AgentType;DestID.usDeviceNo = usAgentNo;// usAgentNo USHORTusRc = CccRequestInternalCall(m_usConnectID, &DestID, 1000);

CccRequestCallOut

6.17 CccRequestInternalCallEx

ICD_OK CccGetEvent CCC_MAKE_CALL_RESPONSE_EVENT_EX

l CccRequestInternalCallEx CccRequestInternalCall

l ICD_OK CccGetEvent

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. CccRequestInternalCallEx5. CccGetEvent

6 TopEng-

CTIAPI

6-18 01 (2007-12-30)

USHORT __stdcall CccRequesInternalCallEx (USHORT hCcc, USHORT usDestWorkNo, USHORT usMediaType, CALLID *pCallId);


INusDestWorkNo INusMediaType INpCallId OUT

ICD_OK

UINT GetEventProcess(LPVOID parameter)SHORTusEventType = (SHORT) parameter;//Expect Event TypeCStringstrEvent = "Receive Event";LONGlBeginTime, lEndTime;USHORTrc;//Return CodeUSHORTusSize;//Buffer SizeUCHARucBuffer[32767];// BufferSHORTusGetEventType;//Receive EventLONGlSetTime = 100;//Total Wait TimelBeginTime = time(NULL);do{ usSize = 32767;//Buffer Sizerc = CccGetEvent(m_usConnectID, ucBuffer, &usSize, &usGetEventType, 3000);if(rc == ICD_OK){// Success to Receive a Event //Get Event NamestrEvent+= g_pErrorInfo->GetEventInfo(usGetEventType);strEvent += "; ";if( usGetEventType == usEventType)break;//Receive Expect Event , exitelse{ strEvent += g_pErrorInfo->GetEventInfo(rc);strEvent += "; ";//Store Receive EventlEndTime = time(NULL);}while(lEndTime - lBeginTime < lSetTime);AfxMessageBox(strEvent, MB_OK);return0;DWORDdwPara = CCC_MAKE_CALL_RESPONSE_EVENT_EX;CWinThread*hThreadEvent = AfxBeginThread( GetEventProcess , (LPVOID) dwPara, THREAD_PRIORITY_NORMAL,0,0,

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01 (2007-12-30) 6-19

NULL);CALLID callId;usDestWorkNo = 2 ;USHORT usRc = CccRequestInternalCallEx(m_usConnectID, usDestWorkNo, MEDIA_TYPE_PHONE, &callId);

CccRequestCallOut

6.18 CccRequestTransferOut

ICD_OKCccGetEvent CCC_TRANSFER_OUT_RESPONSE_EVENT

l CccRequestTransferOutl ICD_OK

CccGetEvent

1. CccApiInit 2. 3. CccAgentLogin CccAgentLoginEx 4. 5. CccRequestAnswer 6. CccRequestTransferOut7. CccGetEvent

USHORT __stdcall CccRequestTransferOut (USHORT hCcc, CHAR *pCLD, UCHAR ucFlag);


INpCLD

MAXLEN_EXTEN IN

6 TopEng-

CTIAPI

6-20 01 (2007-12-30)

ucFlag IN

l 1

ll 2

l 3

l 4

ICD_OK

UINT GetEventProcess(LPVOID parameter)SHORTusEventType = (SHORT) parameter;//Expect Event TypeCStringstrEvent = "Receive Event";LONGlBeginTime, lEndTime;USHORTrc;//Return CodeUSHORTusSize;//Buffer SizeUCHARucBuffer[32767];// BufferSHORTusGetEventType;//Receive EventLONGlSetTime = 100;//Total Wait TimelBeginTime = time(NULL);dousSize = 32767;//Buffer Sizerc=CccGetEvent(m_usConnectID,ucBuffer, &usSize, &usGetEventType, 3000);if(rc == ICD_OK){// Success to Receive a Event//Get Event NamestrEvent += g_pErrorInfo->GetEventInfo(usGetEventType);strEvent += "; ";if( usGetEventType == usEventType)break;//Receive Expect Event , exitelsestrEvent += g_pErrorInfo->GetEventInfo(rc);strEvent += "; ";//Store Receive EventlEndTime = time(NULL);}while(lEndTime - lBeginTime < lSetTime);AfxMessageBox(strEvent, MB_OK);return0;DWORDdwPara = CCC_TRANSFER_OUT_RESPONSE_EVENT;CWinThread*hThreadEvent = AfxBeginThread( GetEventProcess , (LPVOID) dwPara, THREAD_PRIORITY_NORMAL,0,0,NULL);

TopEng-CTIAPI 6

01 (2007-12-30) 6-21

UCHARucFlag = 1;USHORT usRc = CccRequestTransferOut( m_usConnectID, "66321

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