I have done some reading on the forums and found a similar question where the designer wanted to update data in CIC from their third party web application.
This is te answer:
I'd like to add another option that doesn't require any additional license and could do the trick. It's developing a rather simple handler using Designer that change the agent status. That's not a hard thing to do, assuming you have some expertise with Designer and handlers. Ok, once the handler has been developed, how to call it from your web survey application when the agent complete the survey? I think you have two main options:
1. Using COM Notifier library to develop a simple ActiveX control that execute the handler passing the agent id as parameter You can easily embed this control in your survey web page (Active X is more HTML and JavaScript friendly that .NET in my opinion). If you choose this option, please take into account that the web server hosting the survey tool should be able to communicate to the IC Server through the Notifier port (2633 TCP). This could be an issue if the survey web app is a hosted application served over the open Internet, because it will likely require open some firewall ports.
2. Maybe the more elegant option in my opinion but also a little cumbersome is exposing the handler to be triggered by an external SOAP request. For this you would need to install the SOAP Listener on an internal IIS server (you can find information about the SOAP Listener on ININ Support side). As SOAP requests are normally carried over HTTP this would eliminate the need to open firewalls port on the network CIC server resides, assuming, of course, the survey app is a hosted service on Internet. Of course, you need to embed the code to make the SOAP request to the web server hosting the SOAP Connector in the survey app logic.
So now my question is:
Does Handlers support the following methods (As in the old COM interface):
IEICPredictiveServer2 Interface
Overview
Derived From: IUnknown
Interface ID: {B56CEAC6-2498-44DD-9913-BF79ED1E38C3}
Class ID: {383C88A5-2EF3-4D68-AC29-3598E860AF88}
Prog ID: EICPredictiveServer2.EICPredictiveServer2
This interface provides a server object whose methods manipulate and disposition data pops. The object logs in the agent, transitions to the next stage, updates contact list data, and provides overall control over the interaction between the agent and the Outbound Dialer server.
Methods
AssociateCall The AssociateCall method has been deprecated. Do not use it in your application.
CallComplete Use CallComplete when the Agent has completed a call. It sends call results, including Reason and Finish Codes, to the Outbound Dialer server.
EndBreak EndBreak sends a notification to dialer indicating that the agent is ready for more calls.
GetFormDefinition GetFormDefinition returns the base Interaction Scripter form definition. This method is reserved for internal use by Interactive Intelligence. Do not call this method in custom applications.
Logoff This method logs the agent out of a workflow.
Logon This method logs the agent into the specified workflow.
MarkCallForFinishing MarkCallForFinishing prepares the current outbound contact to be picked up by Finishing Agents after a subsequent transfer to a ACD Workgroup.
PlacePreviewCall Places a preview call for the associated workflow. Names and Values represent contact information passed to the dialing handler.
PostMessage Posts a message to the client callback handler. This generic method is included for future extensibility.
RegisterScripter RegisterScripter is reserved for internal use by Interactive Intelligence. Do not call this method in custom applications.
RequestBreak RequestBreak sends a break request to dialer indicating that the agent is ready to go on break.
RequestLogoff RequestLogout sends a logout request to dialer indicating that the agent is ready to logout.
SetAgentType SetAgentType sets the AgentType value for the current agent. This method is primarily used in conjunction with Finishing Agents (agents that do not receive regular campaign calls).
SetAvailability SetAvailability sets the agent break status. If p_IsAvailable is False, then set the agent into a break state. If True, then set the agent as available to receive campaign calls.
SetDebugMode SetDebugMode will turn on extended errors. This mode will help determine errors in the application using the API.
SetMarshalledClientCallbackHandler This method associates the Predictive Dialer COM object with an IEICClientCallback2 watcher, so that you can monitor for changes to the Predictive Dialer COM object. This watcher object must be implemented in a client application.
SetThreadedClientCallbackHandler This method associates the Predictive Dialer COM object with an IEICClientCallback2 watcher. This allows you to monitor for changes to the Predictive Dialer COM object. Your client application must implement this watcher object.
StartReceivingCalls The StartReceivingCalls method informs the Dialer that the associated agent is ready to start receiving campaign calls. This method is usually called after the login initialization is complete.
UpdateCallData The UpdateCallData method updates the data associated with the current outbound contact. This method is usually called right before a contact is transferred to another party.
UpdateStage Call the UpdateStage method when the agent has transitioned to a new stage in the call.
ValidateVersion Interface version number being used by the Interaction Scripter predictive client. See IFREV TypeDef for values.
Properties
AvailableWorkflows The AvailableWorkflows property returns the list of available workflows in a SAFEARRAY. The workflows in the list only include those that agents can log into. No agentless workflows are listed.
If this returns True, it seems we can have a fully supported integration from Siebel to CIC using both parties supported technology.
/F