/// <summary>
/// This is the primary hander for “new” call event’s from the CIT system.
/// This event is raised by the call state manager after primary translation from the base CTI event.
/// This event is used to create a Search Request to the system search provider or do other “pre-search” handling
/// </summary>
/// <param name="sender">Call State Manager that raised this request.</param>
/// <param name="e">New Event call Arguments</param>
private void OnCallManagerStateNewCall(object sender, NewCallEventArgs e)
{
// This is how to determin if the current session has a call
if (((AgentDesktopSession)localSessionManager.ActiveSession).CtiCallRefId != Guid.Empty)
{
// I have a call.
// Do some alert or compenstation logic here.
// maybe return ;
}
// Form a request to the customer provider to launch a customer lookup with CTI data..
CtiLookupRequest lookupRequest = new CtiLookupRequest(
e.CallInfo.GetCtiCallRefId, // Internal UII Call ID
this.ApplicationName, // Application Name that is raising the Lookup Request.
e.CallInfo.CallType, // Type of call
e.CallInfo.Ani, // Number that called me.
e.CallInfo.Dnis); // Number that they called.
//If you would like to add in custom properties that can be access by the search provider, use this construct
// lookupRequest.AddLookupRequestItem("CUSTOMERID", GetParamFromCallState(e.UiiRefCallID, "custID"));
// Now Serilize the Request and send it to the UII enviroment.
string sData = GeneralFunctions.Serialize <CtiLookupRequest>(lookupRequest);
// This is a custom implemented action sender that uses a threaded approach to send this request.
// It is very important that you do this in a threaded manner because actions are blocking and
// can slow down response to the Cti system.
SendCommandParams cmd = new SendCommandParams("*", CtiLookupRequest.CTILOOKUPACTIONNAME, sData);
new Thread(new ParameterizedThreadStart(SendAction)).Start(cmd);
}
/// <summary>
/// Thread Safe version of the Uii Send Action
/// </summary>
/// <param name="oData"></param>
private void SendAction(object oData)
{
if (this.InvokeRequired)
{
this.Invoke(new SendActionDel(SendAction), new object[] { oData });
}
else
{
SendCommandParams cmd = (SendCommandParams)oData;
RequestActionEventArgs args = new RequestActionEventArgs(cmd.Target, cmd.Action, cmd.Data);
FireRequestAction(args);
}
}
