Hello, DevConnect.
I have 3 questions about the Breeze Client SDK Java Script Customer Interaction Service Package API for Oceana for a real customer

1. onInteractionActiveCallback(message) - It received 3 times active events when accept a call if the call is configured with ACW, but each time the data content is different. Would you please explain differences of the three events?

2. activate(username, profileId, extension, clientSessionId) - activate(username, profileId, extension, clientSessionId) event is generated 3 times when an agent try to log-in. Would you please explain differences of the three events?

3. addOnInteractionUnheldCallback should be generated when an agent Unhold a call after Hold, But this event is not generated when an agent do Unhold. is this system bug? or is there any other reason?

4. This customer wants following Workspace log-in scenario.
Agent A logged in Workspace with correct account --> Agent B try logging in Workspace. But this agent mistakenly used Agent A’s account.-->Then, Agent B can’t log in and get a message says “this account is already in use”
The problem is, this customer use same password for all agent.
Can they developing “blocking duplicated login” function in this situation?

Thank you.

Hi,

What version of the SDK are you using?

1.This callback is fired when the state of the Interaction is 'ACTIVE', and will trigger for each event received from the back-end in that state.
2. Which Event is fired after the activate method is called? do you mean the agent onActivatedCallback?
3. This would trigger if the state of the Interaction was 'UNHELD', probably what is happening is that the state Interaction is going to 'ACTIVE' after unholding, so the above event will trigger.
4. I do not follow this - are you saying that Agents are sharing the same PC session?, or is this just happening on the developer PC?

Best Regards

CIS Support Team

Thank you for your reply.
It is clear now for Questions number 1,2,3

Question 4: I meant following situation
- Agent A logged in to Oceana via PC A with account A.
- Agent B logged in to Oceana via PC B with account A.
- then Agent A logged out automatically by Agent B's mistake
In this situation, can this customer develop “blocking duplicated login” function?

Best regards,
Chris Kim.

Hi Chris,

This is a function of how Oceana works - there is no ability to have multiple Agent logins, and as such the second session logs out the first.

Agent's shouldn't be sharing accounts, this is bad practice.
At the very least, Agent accounts shouldn't share the same password - this is very bad practice.

Maybe displaying an intermediate page to the Agent where they verify their details before proceeding with the Activation step is the way to go - this is what Workspaces does.

Best Regards

CIS Support Team

Thank you for you reply.
It is clear now.
Have a great day!
Best regards,
Chris Kim.