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Logging in - access to Telephony resources
Issue 2.1 August 2003 35
Logging in - access to Telephony resources
A login request must be sent before any access is granted to Telephony resources. There
are four forms of the login command:
● Login()
directs VTel to log into the Telephony system, creating an assignment to the
agent's telephone set.
● LoginACD()
directs VTel to log into the Telephony system, creating an assignment to
the agent's ACD phone and, depending on the ACD system, allowing the agent to
specify the queue that they service.
●
LoginVESP()
directs VTel to log into the Telephony system only. No phone
assignments are made. This command is used to obtain direct access to Interaction
Engine Servers without using VTel for telephony control.
● LoginTelephony()
is used with
LoginVESP()
, allowing a two-step process for
logging into VTel.
LoginTelephony()
directs VTel to log into the Telephony Server
and the EDU Server, creating an assignment to the agent's ACD phone and, depending
on the ACD system, allowing the agent to specify the queue that they service.
The syntax of a Login request is:
[VTel.Login("login","password","agentid","agentpassword","stationid")]
If the agent and station information are not needed, or if they are supplied by default
through the Telephony system, the additional parameters may be omitted.
[VTel.Login("login","password",,,)]
If the attempt is successful, VTel will send a message to the originating application.
[VTel.Login.response(,"login","password",,,)]
An event message is also sent to all assigned applications.
A login may be performed from an external application or directly by the agent from the
VTel user interface. VTel can be configured to rely entirely on an external login without
prompting the agent. This allows an external application to handle the login process and to
do so either with its own interface or by controlling the VTel login dialog.
If the system has been configured to permit login from both an external application and
from the VTel interface, a conflict may result. The agent may perform a direct login before
the application does so, in which case the application will receive an error unless it first
sends a logout request.