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Download sample code
to facilitate your Agent integration. Use the samples as templates to
build telephony applications that meet your specific business requirements.
Note: Use of this freeware is entirely at your own risk. Avaya accepts no responsibility for the direct
or indirect consequences of its use.
Agent & Access
Agent &
Citrix
Agent & eContact
Agent & Excel
Agent & Outlook
Agent VBA Projects
Agent & Visual Basic
Agent DDE Integration
Agent & Access
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This sample demonstrates how to integrate Agent with Microsoft Access 2000 to process incoming and outgoing
calls and save call logs.
If you receive an inbound call, the sample shows the
caller's phone number and searches the caller details and call history.
Later, when the call is dropped, it saves the call to the database. If you
want to make an outbound call, the sample uses the contact's name to find
the number you want to dial and later, when the call is dropped, saves the
call to the database.
It shows how to:
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Dial numbers directly from Access forms
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Answer incoming calls and pop up caller details if a CLI match is made
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Alert the user if a CLI match is not made and invite them to add incoming call details
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Release calls
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Log call logs to an Access table
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Transfer calls
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Conference calls
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Agent &
Citrix
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In the Citrix environment, Agent is
usually installed on the Citrix Server and published to give client
workstations and users access to the application.
Agent stores its configuration information in the ActiveAgent.ini
file, which resides in the same directory where Agent was installed.
One of the parameters stored in this file is 'MyDN', which is the DN
monitored by the workstation. Since there is no separate ActiveAgent.ini for
each workstation, you may use the VBA project to modify the monitored DN
when Agent starts up. You do this by using the ClientName variable in
the Citrix environment, which contains the ComputerName of the local
workstation.
This example shows you how to configure Agent to run in the Citrix
environment.
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Agent & eContact
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The supplied scripts enable top-level
integration between the Agent softphone interface and the eContact
Suite CRM application and QConsole media integration layer. The
functionality achieved by this integration is:
Outbound calls from the CRM application to Agent
When a customer is selected in any of
the CRM applications, it is now possible to place a call through Agent with one of two methods:
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From the Outbound List
feature of the eContact Suite. By modifying the Qscript QConsole_PlaceCall,
when an agent clicks on the “Place Call” icon, the call can be directed to
Agent using OLE integration.
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From the CRM application
a custom button can be included with QDesigner. When a customer is
selected on the main agent screen, the button can retrieve the phone
number from the CRM application and then pass it to Agent using OLE
integration.
Inbound calls from Agent to the CRM application
Note: this feature will work correctly irrespective of whether the QConsole media integration layer is
being used with the eContact Suite.
When Agent receives a phone call and
the caller ID is available, this number can be passed to the CRM application
using OLE integration and an attempt at a screen pop made. If there is an
exact phone number match, the customer details are “popped” into the CRM
application main screen. If the agent is already working with the details of
another customer then a new “focus” will be launched to pop the inbound call
details.
This Agent VBA script will require
some customization to match the phone number formats of the country and the
CRM application. It will also need to match the phone number “mask” being
used within the CRM application – this mask can be modified by the CRM
application designer using QDesigner.
Other useful information Agent can
pass is user-to-user information (UUI) and call status. The supplied script
only notifies Quintus with a caller’s phone number when there is an incoming
call (alerting event).
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Agent & Excel
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This sample (DemoCallLog.xls) is a Microsoft
Excel 97/2000 call history logging demo workbook. It contains a macro that
launches Agent as an out-of-process server and automatically logs
incoming and outgoing calls in related spreadsheets (data for outbound calls
in the 'Outbound Calls' worksheet, data for inbound calls in the 'Inbound
Calls' worksheet).
For outbound calls, it informs you if:
For inbound calls, it informs you if:
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the call was delivered
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the call was answered
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there was no answer
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Agent & Outlook Download
This sample demonstrates how to integrate Agent with your Microsoft Outlook
(version 2000) Contacts folder. The sample (named Contacts2000) allows you
to phone contacts directly from Outlook and manage those calls using common
telephony functions like hold, transfer and conference.
What’s more, if you receive an incoming call and the caller’s phone number is
stored in Outlook, the application automatically displays their Contact
form. From that form, you can view all the contact’s details, including a
call log of all the calls made to that contact or received from that
contact.
Once it is installed and published, the Contacts2000 form replaces the standard Outlook layout. If
required, you can change back to the original form at any time.
This sample shows you how to:
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Dial numbers directly from an Outlook Contacts form
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Answer incoming calls and pop up caller details if a CLI match is made
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Release calls
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Log call logs to an Outlook journal
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Transfer calls
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Conference calls
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Agent VBA Projects
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This download includes six Agent VBA demo projects. Use the sample code to learn how to build
customized VBA applications based on the Application class exposed by Agent host server and the PhoneX type library.
To run one of the samples, you need to specify the
related VBA project file and enable VBA functions from the VBA tab of Agent Administrator.
DemoGeneral.vaa: This project includes three macros that demonstrate how to
implement telephony operations, agent operations and inbound/outbound call
logging.
DemoAccess.vaa: This project saves call logs in a Microsoft Access database
file (ActiveAgentCallLog.mdb) through Microsoft DAO 3.51 Object Library.
DemoExcel.vaa:This project saves call logs in a Microsoft Excel workbook (ActiveAgentCallLog.xls)
through Microsoft Excel 8.0 object library (EXCEL8.olb). To run this sample
and view the Excel worksheet, you need Microsoft Excel 97 installed.
DemoJournal.vaa: This project saves call logs as Microsoft Outlook Journal items through Microsoft
Outlook 8.0 object library (msoutl8.olb). To run this sample and view the journal items from Outlook, you need Microsoft Outlook 97 installed.
DemoPhoneBook.vaa: This project populates the third Agent phone book with the contact details
in the Microsoft Outlook Contacts folder, customizes the location settings
for Smart Dial and searches for the matched number for incoming calls.
DemoShareINI.vaa: This project demonstrates how to customize the DefaultDN setting from a shared .ini
file and how to use Configuration Client to retrieve configuration
data.
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Agent & Visual Basic
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ASoftPhone is a Microsoft Visual Basic (6.0) application that uses Agent as an out-of process server to
create an agent functionality-enabled softphone.
AASoftPhone shows you how to:
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Agent DDE Integration
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Using DDE with Enterprise.
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