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SDK Tools of Trade #2: ShoreTel Contact Center

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Do you know how to determine the type of call a ShoreTel Contact Center Agent is handling?

Using the ShoreTel Contact Center Real Time Group Activity Event Feed SDK, a third-party application can easily get real-time statistics of agents in a group. It may also be necessary to determine the type of call a ShoreTel Contact Center Agent is currently handling – inbound, outbound or non-ACD voice call, email or chat.

This information is not explicitly present in the received “group agents” statistics from the SDK but an application can deduce it from the other available fields in the statistics. For each active agent, the statistics provide the number of currently active:

  • incoming ACD voice calls.
  • outbound ACD voice calls.
  • non-ACD voice calls (incoming and outgoing, internal and external).
  • incoming chat contacts.
  • incoming ACD email contacts.

Only one of these fields will have a non-zero value depending upon the type of call the agent is engaged in. If the agent is handling a chat call, only the number of currently active incoming chat contacts will have non-zero value and the other fields listed above will have value of zero. The third-party application can easily deduce that the agent is currently engaged in a chat call.

For more information, please see the ShoreTel Contact Center Real Time Group Activity Event Feed SDK, which is available to anyone who joins the program. And for an example of one of our packaged applications that uses the ShoreTel Contact Center Real Time Group Activity Event Feed SDK, checkout the ShoreTel Contact Center Agent Dashboard.