The CallGuide.custom file allows rostrvm CallGuide functionality to be extended.  The CallGuide.custom file is a VB Script file that is combined with the CallGuide.advscr script to form the CallGuide script application.

The CallGuide script application is loaded and run within the Microsoft Script Engine that is part of the rostrvm AdVisor application.  VB script written within the CallGuide.custom has full access to functionality provided by the Microsoft VB Script v5.6 runtime engine.

The AdVisor application and the CallGuide.advscr script file expose various functions that can be called from the CallGuide.custom file.  These functions include utilities providing access to the rostrvm database using SQL to modifying the AdVisor's toolbar and menu.

The following sections describe:

 

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Extending the AdVisor Toolbar

The Advisor toolbar systems consists of two main toolbars (standard toolbar and menu), and a third pop-up menu that is used  by the system tray and small footprint Advisor.

The AdVisor provides a series of functions that can be called from CallGuide.custom that allow the AdVisor’s Toolbar and menu to be modified.  New button and menu options may be added and exiting buttons and menus may be modified.

These functions are accessed from the ADVISOR_APP_WINDOW object.  The diagram below shows the Advisor Toolbar interface.

 

Tools.Add()

Adds a new tool to the collection of available toolbar tools source

 

Tools.Tool()

 

Toolbars.Toolbar()

 

Popups.Add()

 

Popups.Popup()

 

Loading images resources

Images resources including bitmaps and icons may be loaded and assigned to new toolbar buttons and menu options.  All files with a file extension of .ico and .bmp that reside in the same folders as the CallGuide.custom file for a given CallGuide profile are loaded by the Advisor on start-up and are accessible from the CallGuide.custom file.

Knowing the local file reference, a VB LoadPicture() call can be used to load the picture resource.

Adding a new button to the AdVisor Toolbar

The following examples add a new button with a picture to the toolbar. A new menu item is also added to the Call menu.

First we need to create a new button tool:

   Set m_MyButton = ADVISOR_APP_WINDOW.Tools.Add("MyButton", TOOL_BUTTON)

We can then set any button properties such as its picture and tooltip text:

   m_MyButton.Picture = LoadPicture(Advisor.Icons.Item("MyIcon.ico"))

   m_MyButton.ToolTipText = "This is my button"

We can then make it visible:

   m_MyButton.Visible = True

Now we can add the button to the Advisor toolbar:

   Set m_AdvisorAppToolbar = ADVISOR_APP_WINDOW.Toolbars.Toolbar("AdVisorToolbar")

   m_AdvisorAppToolbar.Tools.Add "MyButton", TOOL_BUTTON, MY_BUTTON_POSITION

Adding a new item to the Advisor Menubar

We can also create a new menu option:

   Set m_MyMenuOption = ADVISOR_APP_WINDOW.Tools.Add("MyMenuItem", TOOL_LABEL)

   m_MyMenuOption.Name = "&My Menu Option"

Add the menu option to the AdVisor Call menu:

   Set m_AdvisorAppMenubar = ADVISOR_APP_WINDOW.Toolbars.Toolbar("AdVisorMenuBar")

   m_AdvisorAppMenubar.Tools.Tool("mnuCall").Menu.Tools.Add("MyMenuItem")

The table below details the id for each of the drop down menus that a new menu option may be added.

 

Hiding an existing AdVisor toolbar button

The following example disables and hides the Clear Call button on both the menu and toolbar.

ADVISOR_APP_WINDOW.Tools.Tool("toolClearCall").SetPropertyReadOnly PROP_ENABLED

ADVISOR_APP_WINDOW.Tools.Tool("toolClearCall").ForceEnabled = False

ADVISOR_APP_WINDOW.Tools.Tool("mnuClearCall").SetPropertyReadOnly PROP_VISIBLE

ADVISOR_APP_WINDOW.Tools.Tool("mnuClearCall").ForceVisible = False

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CallGuide API

The CallGuide.advscr file defines a number of functions that can be called from the CallGuide.custom script file.

AddCLIPElement

This function will register interest in a rostrvm CLIPElement. This call should be made from the Initialise() event handler within the CallGuide.custom file.

 

Callback

This function will pop the AdVisor callback window.

 

CLIPElement

This function will return the value of the specified rostrvm CLIPboard element.

 

DebugPrint

This function will output a debug log message to the rostrvm system control log file and local Advisor log file (enabled by adding -debuglog to the Advisor command line).

 

DisableAuditLog

This function will disable rostrvm audit log.

 

EnableAuditLog

This function will enable rostrvm audit log.

 

ErrorPrint

This function will output an error log message to the rostrvm system control log file and local Advisor log file (enabled by adding -debuglog to the Advisor command line).

 

DbDirectQuery

This function will issue an sql query to the rostrvm CONFIGURE database.

 

GoReady

This function will request the agent move to the Ready state. If the agent is currently busy on a call, the request will be made once the CallGuide script has finished.

 

GoNotReady

This function will request the agent move to the Not Ready state. If the agent is currently busy on a call, the request will be made once the CallGuide script has finished.

 

GoNotReadyEx

This function will request the agent move to the Not Ready state. If the agent is currently busy on a call, the request will be made once the CallGuide script has finished.

 

InfoPrint

This function will output an information log message to the rostrvm system control log file and local Advisor log file (enabled by adding -debuglog to the Advisor command line).

 

Logoff

This function will log the agent off the switch. If the agent is currently busy on a call, the request will be made once the CallGuide script has finished.

 

MakeCall

This function will make an outbound call. If there are no current calls at the agent position a make call is performed. If the agent already has a call, a consultation or re-queue call is made dependant on the ConsultType parameter.

 

MakeCallEx

This function will make an outbound call. If there are no current calls at the agent position a make call is performed. If the agent already has a call, a consultation or re-queue call is made dependant on the ConsultType parameter. This function also allows the call class to be specified for the call.

 

MisDirectQuery

This function will issue an sql query to the rostrvm MIS database.

 

MoveAccount

This function will move the current active account into the specified list.

 

Page_GetValue

This function reads the value of a database bound field.

 

Page_Update

This function programmatically updates the value stored in the database for a given database bound field.

 

PersistData_Clear

Clears all persisted data held in the given data source.

 

PersistData_DeleteRow

Deletes a row in the in a multi-row data source.

 

PersistData_GetValue

This function returns the value of an element within a given persisted data source.

 

PersistData_NewRow

This function appends a new row to a persisted data source.

 

PersistData_NumRows

This function returns the number of rows in the given persisted data source

 

PersistData_Refresh

The function refreshes the html document view that contains the bound persisted data source.

 

PersistData_SetPermanent

The function causes the given persistent datasource not to be cleared at the beginning of the next call.

 

PersistData_Update

This function updates a value within a single row persisted data source.

 

PersistData_UpdateRow

This function updates a value within a multi-row persisted data source.

 

RunScript

This function will run a CallGuide script.

 

SelectField

This function will show the given html page in the given document frame and also set focus to the element with the given id.

 

SetCLIPElement

This function will update the specified rostrvm CLIPboard element with a new value.

 

ShowPage

This function will show the given html page in the given document frame.

 

WarnPrint

This function will output a warning log message to the rostrvm system control log file and local Advisor log file (enabled by adding -debuglog to the Advisor command line).

 

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CallGuide Events

Microsoft’s VB Script engine natively supports event handlers to be bound to 3rd party library COM events, however rostrvm CallGuide implements its own event handling mechanism using the CallGuide COM Bridge. Both AdVisor and CallGuide call named event handlers within the CallGuide custom file in response to state changes.  If the AdVisor or CallGuide script call an event handler within the CallGuide custom file that has not been defined, the event is simply ignored.

The following describes events that are raised by CallGuide.

CallNotAnswered

Called if a script was triggered but the call was not answered.

 

Initialise

Called once CallGuide has loaded but before a connection to rostrvm has been made.

 

Connected

Called once CallGuide has initialised and has connected to rostrvm.

 

PreRunScript

Called once the selected CallGuide prompt file has executed.

 

PostRunScript

Called after the CallGuide script has been completed and the call has been cleared.  This handler allows custom logic to written to determine the script that is triggered.

 

CustomInputBox

Allows a custom input dialog box to be created and used by the ActivityCode value collection within the CallGuide script.

 

CLIPElementDataFilter

Allows a rostrvm CLIPboard element to be modified before displayed by CallGuide. The modified CLIPboard element value should be returned by this function.

Can be used to manipulate a Date format string before display.

 

SetCLIPElementDataFilter

Allows a rostrvm CLIPboard element to be modified before it is sent to rostrvm.  The modified CLIPboard element value should be returned by this function.

Can be used to manipulate a Date format string before sending to rostrvm.

 

WaitingForCall

Advisor has gone Ready and is waiting for the dialler to launch the next call.

 

CallNotAnswered

Advisor has gone Ready and is waiting for the dialler to launch the next call.

 

PreResponse_Click

Called prior to any action taken by CallGuide once a Response is selected.

 

PreBack_Click

Called prior to any action taken by CallGuide once BACK is selected.

 

NavigateComplete2

Called once the requested Web page navigation has completed.

 

DocumentComplete

Called once the requested Web page navigation has completed.

 

TriggerScript

Called prior to the selection of the once the requested Web page navigation has completed.

 

PostSendActCodes

Provides a complete list of the activity codes that has been captured by CallGuide once they have sent off to rostrvm.

 

GetListOfValuesReq

Enables a custom sql query to be used to pre populate an html drop down box. This event handler is called when the html page containing the drop drop down box is loaded.

 

WebPage_BeforeDialNumber

Called in response to the "Dial Number" option being selected on a CallGuide web page pop-up context menu. This event handler provides the ability to pre-process the number and cancel the request if necessary.

 

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AdVisor Events

These are events that are raised by the AdVisor application. The events defined below can be caught by defining an event handler routine with correct signature as detailed below.

Advisor_ToolClick_PreChange

This event handler is called prior to an AdVisor toolbar button or menu click being processed.

 

Using this event handler allows the default button or menu click action to be supplemented or replaced by a custom event handler.

The Tool.ID property identifies the AdVisor toolbar button or menu that has been clicked. Tool ids that are prefixed with “tool” refer to toolbar buttons, tools with an id prefix of “mnu” refer to menu items.

 

Advisor_ToolClick_PostChange

This event handler is called after the default tool click handler has been called.

 

LoadWallboardDisplayFile

Called when the display of Personal Wallboard has been requested. Allows the display of alternative personal wallboards.

 

Resize

Called once an AdVisor resize has completed.

 

Terminate

Called when the AdVisor is about to terminate, but before the connection to rostrvm has been disconnected.

 

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Handling 3rd Party Library Events

In order to bind to 3rd Party COM Library events we need to provide an event sink to the COM libraries connection point container.  The CallGuide COM Bridge which is an integral AdVisor component provides this functionality and can be accessed from the CallGuide custom file.  In order to receive 3rd Party COM library events, the COM library must support the IProvideClassInfo2 interface.

The following sequence describes the event monitoring process:

 

The COM Bridge provides two methods that can be called from CallGuide.custom.  The first is “Advise” which requests that the COM libraries events be monitored and “Unadvise” which terminates event monitor of the COM Library.  Both methods are accessed indirectly through the AdVisor interface exposed to the CallGuide.custom file.

Advise

This function monitors a given COM libraries events.

 

Unadvise

This function stops event monitoring for a given COM object.

 

The following example shows how to bind an event handler to the AgentStateChangeEx event exposed in the TELEPHONE object of the rostrvm COM Server API.

Private m_Telephone

Private m_TelephoneHdl

Sub MonitorTelEvents()

    Set m_Telephone = CreateObject("RostrvmTelephone.RostrvmTelephone")

    m_TelephoneHdl = Advisor.EventMonitor.Advise (this, m_Telephone, "RtmTelephone_")

End Sub

Sub RtmTelephone_AgentStateChangeEx(ACDGroups, State, ReasonCode)

End Sub

 

All variables within VB script have a type of Variant, this includes event handler parameters.  When constructing an event handler only the name of the parameters is declared.  The number of parameters in the event handler declaration must match the number of parameters the COM library event defines.

The CallGuide application provides a framework that allows elements contained on a web page to be bound.

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Integrating CallGuide with 3rd party applications using SendKeys

CallGuide provides the ability to send one or more key strokes to the active window (as if typed on the keyboard). Sending keys strokes provides a simple integration technique allowing rostrvm data such as rostrvm CLIPboard to be passed to a 3rd party application that have no automation interface.

To send key strokes from CallGuide you must first create the SendKeys object, this is done by adding the following code to your CallGuide.custom file.

    Private KEYS

    

    Sub Connected()

        Set KEYS = CreateObject("RtmSendKeys.SendKeys.1")

    End Sub

 

Next, the application to receive the key strokes must be given keyboard focus using the Activate() command. The Activate() command takes a single string parameter specifying windows title of the application to received keyboard focus.

   KEYS.Activate "Notepad" - gives the running notepad application keyboard focus

Key strokes are sent to application using the Send() command. The Send() command takes a single string parameter that specifies the key strokes to send.

   KEYS.Send "This is a message from rostrvm CallGuide"

Each key is represented by one or more characters. To specify a single keyboard character, use the character itself. For example, to represent the letter 'a', pass in the string "a" to the method. Naturally to represent a string of characters just pass them in order as "hello".

The following example will send a series of key strokes to the notepad application that is already running.

    Sub SendKeys2NotePad()
        KEYS.Activate "Notepad"
        KEYS.Send "This is a message from rostrvm CallGuide"
    End Sub

 

If you want to send modifier keys such as the SHIFT, ALT, CONTROL or WINKEY keys in addition to normal keys, you might want to use any of the characters defined in Table 3.

(Table 3)

For example, if you want to send "A" you usually press Shift+A, which is equivalent to sending these key strokes: "+a" , similarly to send the "~" you would press Shift+` which is equivalent to key strokes "+`" or simply "{TILDE}" (Table 1).

All characters in Table 3 are reserved and have special meaning in addition to the left/right parenthesis/braces.

The parenthesis are used to associate a given modifier or modifiers with a group of characters, for example to send the "HELLO", you would describe as "+(hello)" which informs SendKeys to depress the SHIFT key while sending the following keys group. Whereas the braces are used to enclose any of the keys displayed in Table 1.

(Table 1)

In addition to this, there are some special keys that act like commands:

(Table 2)

Here are some examples:

 

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Using AutoIT as an alternative to SendKeys

The AutoIt library can be considered as an enhanced version of the SendKeys library. It provides send keys functionality, mouse movement and window/control manipulation. AutoItX is a 3rd party COM library which can be created and used from CallGuide.

    Private AUTOIT

 

    Sub Connected()
        Set AUTOIT = CreateObject("AutoItX3.Control")
    End Sub

 

Once created, all the functionality is accessed through the AUTOIT object. The AutoIt library has its own help documentation which is located in the folder \Utilities\AdVisor\AutoItX.chm on the rostrvm install CD.