Terminology in V10.7
There are some significant changes in terminology in V10.7 which may be confusing to users of previous versions of Softdial Contact Center™.
Turrets
In the API, a turret is a container for assigning multiple endpoints to a user. Each V10.7 user must have a container (turret) for their endpoints, even if they have only one endpoint.
The term turret has a more technical origin and in V10.7 you will see references to this term only in the API detail; it should not appear on any UI.
The SDMP API messages, Add User [AT] and Delete Turret [DT], are used to add and delete these user endpoint containers.
For readers who are familiar with V10.6, the quickest way to understand the difference is to compare a user/ agent login sequence between V10.7 and V10.6.
| V10.6 | V10.7 | Description |
|---|---|---|
| AL\TDdefault\CNTest\ AN1\AD1\AE1 |
AL\TDdefault\CNTest\ AN1\AD1\AE1 |
Standard Agent Login [AL] message can be used in 10.7 |
| - | TT\TDdefault\QI1\RS1\OS0 | V10.7 automatically creates a 'turret' (Turret State [TT]) with the same identifier as the Agent (QI = AN) |
| LI\TDdefault\ CNTest\YA...\YC... |
LI\TDdefault\CNTest\ YA...\YC...\QI1 |
The QI parameter is appended to the Logged In [LI] message in V10.7 |
| - | FW\TDdefault\CNTest\AN1 | The Focus Switched [FW] message is used to indicate which endpoint within the turret currently has focus, identified by the AN parameter |
States - turret and endpoint
Turret states
A turret is in one of 4 states:
| Code | Name | Description |
|---|---|---|
| 0 | TRS_Deleted | The turret has been deleted/ does not exist |
| 1 | TRS_Idle | The turret is logged in and idle. All endpoint sessions are idle |
| 2 | TRS_Available | The turret is in an ACD available state (at least 1 of its endpoint sessions is available) |
| 3 | TRS_Deleting | The turret is in the process of being deleted |
Endpoint states
When the turret is idle, endpoints may be in any one of the following states:
| Code | Name |
|---|---|
| 0 | AS_NOT_LOGGED_IN |
| 1 | AS_WAITING_NAILUP |
| 2 | AS_NOT_READY |
When the turret is available, the endpoint in focus may be waiting, or in any state associated with a media session:
| Code | Name |
|---|---|
| 3 | AS_WAITING |
| 4 | AS_PREVIEWING |
| 5 | AS_BREATHER |
| 6 | AS_TALKING |
| 7 | AS_IN_WRAP |
| 8 | AS_IN_FOLLOWUP |
| 9 | AS_IN_TRANSFER |
| 10 | AS_OFFERING |
| 11 | AS_MONITORING |
| 12 | AS_WAITING_RESERVED |
| 13 | AS_ON_HOLD |
Other endpoints, not in focus, may be in not ready or logged out states.
See also Terminology in V10.7, addressing new terms at a higher level.