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Initiating calls
Issue 2.1 August 2003 45
DDE
Each DDE message must have have a completed request and response sequence, or
handshake . This applies to each request, response, and event message issued using
DDE, because of the Microsoft DDEML specification.
DDE messages sent to VTel must abide by this DDE protocol, ensuring that a second
message is not sent until a DDE ACK has been received from the first message.
Initiating calls
Calls are dialed through the
MakeCall()
request. A call may be made to a dialable
number, ACD queue, or UserID. The request must include a placeholder for the EDU ID,
which is returned in the response to a successful
MakeCall()
attempt:
[VTel.MakeCall("5089525120",)]
[VTel.MakeCall.response(,"5089525120","2df5d9e6003b0000780002a1f430002")]
Terminating calls
Telephone calls may be terminated using the
Hangup()
or
Terminate()
requests. The
Hangup()
request may place the agent's telephone in the WrapUp state, without
terminating the EDU, or it may be configured to operate like the
Terminate()
request.
The
Terminate()
request performs a hangup, then terminates the EDU.
[VTel.Terminate("2df5d9e6003b00007800002a1f430002")]
[VTel.Hangup("2df5d9e6003b00007800002a1f430002")]
The resulting telephone state depends on the VTel configuration and the telephone switch
options. For additional information, see
Telephone switch dependency on page 43.