1. Implementing Service Center with the Classic User Experience
  2. onToolbarAgentCommand Method

onToolbarAgentCommand Method

This method registers a listener with Service to give the agent control functionality. The method is only called once during initialization.

Here's the parameters for this method:

Parameter

Description

channel

Name of the channel for which the method is called.

channelType

The type of channel for which the method is being called. For instance, if the channel is PHONE and the channelType isn't provided, the default value is set to ORA_SVC_PHONE. For more information, see Channel Type Data..

executor

The function implemented by the toolbar which is used by the agentCommandPrototype object.

The agentCommandPrototype object has these attributes:

Attribute

Description

eventId

Represents the status of the method on the server side. Values are success and error.

command

Contains error messages. If there is no error, the value is undefined. For more information about error message codes, see Error Messages.

The following commands are available:

  • getCurrentAgentState

  • getActiveEngagements: The outData must contain the activeCount number and the engagements array value. For example: { activeCount:1, engagements:[ {eventId:"1234"} ] }. If there are no active engagements, the engagements parameter must be an empty array.

  • makeAvailable

  • makeUnavailable

channel

The channel name.

channeltype

The type of channel.

inData

The object containing the name value pairs for the command parameters.

result

Populated by the toolbar after the command process has completed successfully. If there was a failure, the reason will be displayed.

resultDisplayString

Error displayed to the user, and populated by the toolbar.

outdata

Populated by the toolbar if the command required output data.

sendResponse

Callback function used upon completion of the command processing. The sendResponse method must be passed to the command object with the result populated. Also the outData and resultDisplayString attributes must be populated if required.

Here's sample code to call the method:

<html>
<head>
<script type="text/javascript" src="http://domain:port/ora_support/js/mcaInteractionV1.js">
</script>
<script type="text/javascript">
   function agentCommandExecutor(command) {
       var cmd = command.command;
       switch(cmd) {
          case "getCurrentAgentState":
             command.outData = {
                'channel':command.channel,
                'channelType':command.channelType,
                'isAvailable':true,
                'isLoggedIn':true,
                'state':"AVAILABLE",
                'stateDisplayString':"Available",
                'reason':null,
                'reasonDisplayString':null};
             break;
          case "getActiveEngagements":
             command.outData = {'activeCount':1,'engagements' : [ {eventId:"1234"} ] };
             break;
          case "makeAvailable":
             alert("makeAvailable command invoked");
             break;
          case "makeUnavailable":
             alert("makeUnavailable command invoked");
       }
       command.result = 'success';
       command.sendResponse(command);
   }

   function registerAgentCommandListener() {
      svcMcaTlb.api.onToolbarAgentCommand("PHONE", "ORA_SVC_PHONE", agentCommandExecutor);
   }
</script>
<body>
   <input type="button" value="Register interaction command listener" onclick="registerAgentCommandListener()"/>
</body>
</html>