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The Ozeki Phone System Agent Dialer, connected to Ozeki Phone System XE, makes it possible to make outgoing calls based on a specifed list. Ozeki Phone System Agent Dialer can forward the established calls to one of the available agents on a predictive way. It forwards the call to the agents, in the case if the call was successful. More calls can be established at the same time depending on the number of the available agents. This feature can save a great deal of time for agents and can increase productivity. The selection of the agents can take place by various algorithms.
In order to connect to the server, Ozeki Phone System XE has to be installed. A Setup Guide can be found here: How to install and configurate your Ozeki Phone System XE, the installation package can be downloaded from the following page: Download. After the installation, the main page of the PBX can be accessed on the http://localhost:7777/Home address.
Figure 1 - Ozeki Phone System XE login screen
For the first login attempt, use the username and password, which was provided during the installation process.
New user can be added to the system with the Add user button. It can be found under the Office users menu item in the Connections menu.
Figure 2 - Add new user
The username and password specified here can be used to connect to the system, in the OPSClient LoginAsync method.
Figure 3 - New user configuration panel
In the project the implementation uses the OzCommon and the OzCommonBroadcasts projects and the GUI elements of the Ozeki Phone System Agent Dialer are built upon these.
AgentDialerViewModel is a model class. The
AgentDialer class is created, here the calls
will be scheduled, the call forwarding process will be executed and it
handles the agents. The
AgentDialer gets those settings that are stored in
IGenericSettingsRepository. The AppPreferences is a model
class that represents settings, that includes the current
agents (AgentInfo). This basically represents one user
in Ozeki Phone System XE but during operation the
AgentEntry class contains the status of the agent, the number
of its calls. In the settings, there are the name of the statuses
that needs to be retried, there are the maximum calls at the same
time (which cannot be more than the number of the agents agents),
the selection method of the agent and the set API extension identifier.
In the InitSettings() method the default values will be set, the system
will get the content of the phone book from the Ozeki Phone System XE
client in order to select the agents from the users in the settings
window. Since the
AgentDialerViewModel derives from the
The read elements will go to a ObservableCollection, this way, the client related entries in the DataGrid will be also displayed on the GUI that will represent the status of the current calls.
The AgentDialer class handles the calls and their scheduling based on a client list. Its predecessor is Scheduler<CustomerEntry>, this way the functionalities can be easily used for scheduling. The StartWorks( ObservableCollectionEx<CustomerEntry>observableCollectionEx) method calls the InternalStart( ObservableCollectionEx<CustomerEntry> observableCollectionEx) method on a new thread. The InternalStart method through the surface of the IClient, gets the API extension from Ozeki Phone System XE where its ID was specified in the settings. In case of successful query, the method goes through the client list, skips the finished and the missed calls from the RetryStates list because the calling process can be restarted after the method went through the list. The API extension will call the next client on its assigned telephone number after the call has been established.
We are needed to be notified about the modification of the call’s status. That is why we have to subscribe for the CallStateChanged and the CallError events in the ICall before the establishment of the call. Before the call, we set set the state of the client to calling, this way this information can be displayed on the GUI because of the usage of binding and ObservableCollection. In this Task thread, if we reached the simultaneous calls establishment limit, then we will wait for the set of AutoResetEvent until the call ends.
If in the ApiCallStateChanged()method the call has a CallState.InCall status, (the client received the call) we select an available agent. Depending on the settings, we take it into consideration that how many calls the agents had so far and we select the agent with the fewest calls. After this, we transfer the active call (between the API extension and the client) to the selected agent and then we assign the selected AgentEntry to a CustomerEntry that we can reach based on the call ID from the stored ObservableCollection.
In case if the status of the call is CallState. Completed and no agent can be found for CustomerEntry , then the call ends before the AgentDialer could transfer it to an agent. We subscribed for the Ozeki Phone System XE Client SessionCompleted event in the constructor of the AgentDialer. This way, in the ClientOnSessionCompleted method we will get a notification about the call status changes that took place between the client and the agent. It is necessary because after transferring, the calling of the API extension terminates. After this, we will be notified through only sessions about the termination of the call between the two parties. We can distinguish the terminated calls between the parties if:
In case if all the conditions are met and we found the call at issue, then the CallEnded( AgentEntry agent, CustomerEntry customer, ProgressState state) is called that
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