1 PACKAGE CCT_RoutingActivities_PUB AUTHID CURRENT_USER as
2 /* $Header: cctraccs.pls 120.0 2005/06/02 09:55:08 appldev noship $ */
3
4 /*------------------------------------------------------------------------
5 Routing Workflow Activities
6 *------------------------------------------------------------------------*/
7
8 /*------------------------------------------------------------------------
9 Group : Environmental Conditions
10 *------------------------------------------------------------------------*/
11 /*------------------------------------------------------------------------
12 SubGroup : Time Based
13 *------------------------------------------------------------------------*/
14
15 /* -----------------------------------------------------------------------
16 Activity Name : DuringBusinessHours
17 To compare if DATETIME is between STARTIME and ENDTIME
18 IN
19 itemtype - item type
20 itemkey - item key
21 actid - process activity instance id
22 funmode - execution mode
23 OUT
24 comparison result (WFSTD_YES_NO lookup code)
25 ITEM ATTRIBUTES REFERENCED
26 DATETIME - Test Value
27 ACTIVITY ATTRIBUTES REFERENCED
28 STARTIME - Start of Business for the day
29 ENDTIME - End of Business for the day
30 *-----------------------------------------------------------------------*/
31 procedure DuringBusinessHours (
32 itemtype in varchar2
33 , itemkey in varchar2
34 , actid in number
35 , funmode in varchar2
36 , resultout in out nocopy varchar2) ;
37
38
39
40 /* -----------------------------------------------------------------------
41 Activity Name : HourOfDay
42 -- Function to return time of day in 1 hour time slots.
43 -- IN
44 - itemtype - item type
45 -- itemkey - item key
46 -- actid - process activity instance id
47 -- funmode - execution mode
48 -- OUT
49 -- result (CCT_HOUR_OF_DAY lookup code)
50 -- ITEM ATTRIBUTES REFERENCED
51 -- DATETIME - Test Value
52 *-----------------------------------------------------------------------*/
53 procedure HourOfDay (
54 itemtype in varchar2
55 , itemkey in varchar2
56 , actid in number
57 , funmode in varchar2
58 , resultout in out nocopy varchar2) ;
59
60
61
62 /* -----------------------------------------------------------------------
63 Activity Name : BeforeTime
64 To compare if DATETIME is before REFTIME
65 IN
66 itemtype - item type
67 itemkey - item key
68 actid - process activity instance id
69 funmode - execution mode
70 OUT
71 comparison result (WFSTD_YES_NO lookup code)
72 ITEM ATTRIBUTES REFERENCED
73 DATETIME - Test Value
74 ACTIVITY ATTRIBUTES REFERENCED
75 REFTIME - Reference Value
76 *-----------------------------------------------------------------------*/
77 procedure BeforeTime (
78 itemtype in varchar2
79 , itemkey in varchar2
80 , actid in number
81 , funmode in varchar2
82 , resultout in out nocopy varchar2) ;
83
84
85
86 /* -----------------------------------------------------------------------
87 Activity Name : AfterTime
88 To compare if DATETIME is after REFTIME
89 IN
90 itemtype - item type
91 itemkey - item key
92 actid - process activity instance id
93 funmode - execution mode
94 OUT
95 comparison result (WFSTD_YES_NO lookup code)
96 ITEM ATTRIBUTES REFERENCED
97 DATETIME - Test Value
98 ACTIVITY ATTRIBUTES REFERENCED
99 REFTIME - Reference Value
100 *--------------------------------------------------------------------*/
101 procedure AfterTime (
102 itemtype in varchar2
103 , itemkey in varchar2
104 , actid in number
105 , funmode in varchar2
106 , resultout in out nocopy varchar2) ;
107
108
109 /*------------------------------------------------------------------------
110 SubGroup : Date Based
111 *------------------------------------------------------------------------*/
112 /* -----------------------------------------------------------------------
113 Activity Name : DayOfWeek
114 -- Function to return day of the week
115 -- IN
116 - itemtype - item type
117 -- itemkey - item key
118 -- actid - process activity instance id
119 -- funmode - execution mode
120 -- OUT
121 -- result (WFSTD_DAY_OF_WEEK lookup code)
122 -- ITEM ATTRIBUTES REFERENCED
123 -- DATETIME - Test Value
124 *-----------------------------------------------------------------------*/
125 procedure DayOfWeek (
126 itemtype in varchar2
127 , itemkey in varchar2
128 , actid in number
129 , funmode in varchar2
130 , resultout in out nocopy varchar2) ;
131
132 /* -----------------------------------------------------------------------
133 Activity Name : DayOfMonth
134 -- Function to return number in the month
135 -- IN
136 -- itemtype - item type
137 -- itemkey - item key
138 -- actid - process activity instance id
139 -- funmode - execution mode
140 -- OUT
141 -- result (WFSTD_DAY_OF_MONTH lookup code)
142 -- ITEM ATTRIBUTES REFERENCED
143 -- DATETIME - Test Value
144 *-----------------------------------------------------------------------*/
145 procedure DayOfMonth (
146 itemtype in varchar2
147 , itemkey in varchar2
148 , actid in number
149 , funmode in varchar2
150 , resultout in out nocopy varchar2) ;
151
152 /* -----------------------------------------------------------------------
153 Activity Name : BeforeDate
154 To compare if DATETIME (time of call) is before REF-DATE
155 IN
156 itemtype - item type
157 itemkey - item key
158 actid - process activity instance id
159 funmode - execution mode
160 OUT
161 comparison result (WFSTD_YES_NO lookup code)
162 ITEM ATTRIBUTES REFERENCED
163 DATETIME - Test Value
164 ACTIVITY ATTRIBUTES REFERENCED
165 REF-DATE - Reference Value
166 *-----------------------------------------------------------------------*/
167 procedure BeforeDate (
168 itemtype in varchar2
169 , itemkey in varchar2
170 , actid in number
171 , funmode in varchar2
172 , resultout in out nocopy varchar2) ;
173
174
175 /* -----------------------------------------------------------------------
176 Activity Name : AfterDate
177 To compare if DATETIME (time of call) is after REF-DATE
178 IN
179 itemtype - item type
180 itemkey - item key
181 actid - process activity instance id
182 funmode - execution mode
183 OUT
184 comparison result (WFSTD_YES_NO lookup code)
185 ITEM ATTRIBUTES REFERENCED
186 DATETIME - Test Value
187 ACTIVITY ATTRIBUTES REFERENCED
188 REF-DATE - Reference Value
189 *-----------------------------------------------------------------------*/
190 procedure AfterDate (
191 itemtype in varchar2
192 , itemkey in varchar2
193 , actid in number
194 , funmode in varchar2
195 , resultout in out nocopy varchar2) ;
196
197 /* -----------------------------------------------------------------------
198 Activity Name : BetweenDates
199 To compare if DATETIME (time of call) is between START-DATE and
200 END-DATE
201 IN
202 itemtype - item type
203 itemkey - item key
204 actid - process activity instance id
205 funmode - execution mode
206 OUT
207 comparison result (WFSTD_YES_NO lookup code)
208 ITEM ATTRIBUTES REFERENCED
209 DATETIME - Test Value
210 ACTIVITY ATTRIBUTES REFERENCED
211 START-DATE - Start Date Reference Value
212 END-DATE - End Date Reference Value
213 *-----------------------------------------------------------------------*/
214 procedure BetweenDates (
215 itemtype in varchar2
216 , itemkey in varchar2
217 , actid in number
218 , funmode in varchar2
219 , resultout in out nocopy varchar2);
220
221 /* -----------------------------------------------------------------------
222 Activity Name : GetNumberOfAgentsReady
223 To compare if DATETIME (time of call) is after REF-DATE
224 IN
225 itemtype - item type
226 itemkey - item key
227 actid - process activity instance id
228 funmode - execution mode
229 OUT
230 comparison result (WFSTD_YES_NO lookup code)
231 ITEM ATTRIBUTES REFERENCED
232 DATETIME - Test Value
233 ACTIVITY ATTRIBUTES REFERENCED
234 REF-DATE - Reference Value
235 *-----------------------------------------------------------------------*/
236 /*
237 procedure GetNumberOfAgentsReady (
238 itemtype in varchar2
239 , itemkey in varchar2
240 , actid in number
241 , funmode in varchar2
242 , resultout in out nocopy varchar2) ;
243
244
245 procedure CallOnHoldXSec (
246 itemtype in varchar2
247 , itemkey in varchar2
248 , actid in number
249 , funmode in varchar2
250 , resultout in out nocopy varchar2) ;
251 */
252
253
254 /* -----------------------------------------------------------------------
255 Activity Name : Set_Lang_Comp_Filter
256 To filter the agents by Language Comptency
257 IN
258 itemtype - item type
259 itemkey - item key
260 actid - process activity instance id
261 funmode - execution mode
262 OUT
263 No output
264 ITEM ATTRIBUTES REFERENCED
265 LANGUAGE - the language ID
266 COMPETENCY-LANG-F - the language competency filter flag
267 CALLID - the call ID
268 *-----------------------------------------------------------------------*/
269 procedure Set_Lang_Comp_Filter (
270 itemtype in varchar2
271 , itemkey in varchar2
272 , actid in number
273 , funmode in varchar2
274 , resultout in out nocopy varchar2) ;
275
276
277 /* -----------------------------------------------------------------------
278 Activity Name : Set_Know_Comp_Filter
279 To filter the agents by Knowledge Comptency
280 IN
281 itemtype - item type
282 itemkey - item key
283 actid - process activity instance id
284 funmode - execution mode
285 OUT
286 No output
287 ITEM ATTRIBUTES REFERENCED
288 KNOWLEDGE - the knowledge
289 COMPETENCY-KNOW-F - the knowledge competency filter flag
290 CALLID - the call ID
291 *-----------------------------------------------------------------------*/
292 procedure Set_Know_Comp_Filter (
293 itemtype in varchar2
294 , itemkey in varchar2
295 , actid in number
296 , funmode in varchar2
297 , resultout in out nocopy varchar2) ;
298
299 /* -----------------------------------------------------------------------
300 Activity Name : Set_Prod_Comp_Filter
301 To filter the agents by Product Comptency
302 IN
303 itemtype - item type
304 itemkey - item key
305 actid - process activity instance id
306 funmode - execution mode
307 OUT
308 No output
309 ITEM ATTRIBUTES REFERENCED
310 LANGUAGE - the Product
311 COMPETENCY-PROD-F - the product competency filter flag
312 CALLID - the call ID
313 *-----------------------------------------------------------------------*/
314 procedure Set_Prod_Comp_Filter (
315 itemtype in varchar2
316 , itemkey in varchar2
317 , actid in number
318 , funmode in varchar2
319 , resultout in out nocopy varchar2) ;
320
321 /* -----------------------------------------------------------------------
322 Activity Name : Set_DNIS_Comp_Filter
323 To filter the agents by DNIS Comptency
324 IN
325 itemtype - item type
326 itemkey - item key
327 actid - process activity instance id
328 funmode - execution mode
329 OUT
330 No output
331 ITEM ATTRIBUTES REFERENCED
332 DNIS - the DNIS
333 COMPETENCY-DNIS-F - the DNIS competency filter flag
334 CALLID - the call ID
335 *-----------------------------------------------------------------------*/
336 procedure Set_DNIS_Comp_Filter (
337 itemtype in varchar2
338 , itemkey in varchar2
339 , actid in number
340 , funmode in varchar2
341 , resultout in out nocopy varchar2) ;
342
343 /* -----------------------------------------------------------------------
344 Activity Name : Get_Srv_Group_from_MCMID (branch node)
345 Get the Server Group Name for a given MCM_ID
346 IN
347 itemtype - item type
348 itemkey - item key
349 actid - process activity instance id
350 funmode - execution mode
351 OUT
352 comparison result (WFSTD_YES_NO lookup code)
353 ITEM ATTRIBUTES REFERENCED
354 SRVNAME - the Server Group Name
355 MCMID - the MCMID
356 *-----------------------------------------------------------------------*/
357 procedure Get_SRV_Group_From_MCMID (
358 itemtype in varchar2
359 , itemkey in varchar2
360 , actid in number
361 , funmode in varchar2
362 , resultout in out nocopy varchar2
363 );
364
365 /* -----------------------------------------------------------------------
366 Activity Name : Get_logged_in_Agents
367 To filter the agents and return all logged in agents
368 IN
369 itemtype - item type
370 itemkey - item key
371 actid - process activity instance id
372 funmode - execution mode
373 OUT
374 No output
375 ITEM ATTRIBUTES REFERENCED
376 CALLID - the call ID
377 *-----------------------------------------------------------------------*/
378 procedure Get_Agents_logged_in (
379 itemtype in varchar2
380 , itemkey in varchar2
381 , actid in number
382 , funmode in varchar2
383 , resultout in out nocopy varchar2) ;
384
385
386
387 /* -----------------------------------------------------------------------
388 Activity Name : Get_agents_from_stat_grp_nam
389 To filter the agents and return agents in a static group name
390 IN
391 itemtype - item type
392 itemkey - item key
393 actid - process activity instance id
394 funmode - execution mode
395 OUT
396 No output
397 ITEM ATTRIBUTES REFERENCED
398 CALLID - the call ID
399 STATICGROUPNAME - Static Group Name
400 *-----------------------------------------------------------------------*/
401 procedure Get_agents_from_stat_grp_nam (
402 itemtype in varchar2
403 , itemkey in varchar2
404 , actid in number
405 , funmode in varchar2
406 , resultout in out nocopy varchar2) ;
407
408 /* -----------------------------------------------------------------------
409 Activity Name : Get_agents_from_stat_grp_num
410 To filter the agents and return agents who are defined for a
411 static group number
412 IN
413 itemtype - item type
414 itemkey - item key
415 actid - process activity instance id
416 funmode - execution mode
417 OUT
418 No output
419 ITEM ATTRIBUTES REFERENCED
420 CALLID - the call ID
421 STATICGROUPNUMBER - Static Group Number
422 *-----------------------------------------------------------------------*/
423 procedure Get_agents_from_stat_grp_num (
424 itemtype in varchar2
425 , itemkey in varchar2
426 , actid in number
427 , funmode in varchar2
428 , resultout in out nocopy varchar2) ;
429
430 /* -----------------------------------------------------------------------
431 Activity Name : Get_agents_from_dyn_grp_nam
432 To filter the agents and return agents who are defined in defined
433 group num
434 IN
435 itemtype - item type
436 itemkey - item key
437 actid - process activity instance id
438 funmode - execution mode
439 OUT
440 No output
441 ITEM ATTRIBUTES REFERENCED
442 CALLID - the call ID
443 DYNAMICGROUPNAME - Dynamic Group Name
444 *-----------------------------------------------------------------------*/
445 procedure Get_agents_from_dyn_grp_nam (
446 itemtype in varchar2
447 , itemkey in varchar2
448 , actid in number
449 , funmode in varchar2
450 , resultout in out nocopy varchar2) ;
451
452 /* -----------------------------------------------------------------------
453 Activity Name : Get_agents_from_dyn_grp_num
454 To filter the agents and return agents who are defined in dynamic
455 group num
456 IN
457 itemtype - item type
458 itemkey - item key
459 actid - process activity instance id
460 funmode - execution mode
461 OUT
462 No output
463 ITEM ATTRIBUTES REFERENCED
464 CALLID - the call ID
465 *-----------------------------------------------------------------------*/
466 procedure Get_agents_from_dyn_grp_num (
467 itemtype in varchar2
468 , itemkey in varchar2
469 , actid in number
470 , funmode in varchar2
471 , resultout in out nocopy varchar2) ;
472
473
474 /* -----------------------------------------------------------------------
475 Activity Name : Get_agents_not_in_stat_grp_nam
476 To filter the agents and return agents who are defined not in static
477 group name
478 IN
479 itemtype - item type
480 itemkey - item key
481 actid - process activity instance id
482 funmode - execution mode
483 OUT
484 No output
485 ITEM ATTRIBUTES REFERENCED
486 CALLID - the call ID
487 STATICGROUPNAME - Static Group Name
488 *-----------------------------------------------------------------------*/
489 procedure Get_agents_not_in_stat_grp_nam (
490 itemtype in varchar2
491 , itemkey in varchar2
492 , actid in number
493 , funmode in varchar2
494 , resultout in out nocopy varchar2) ;
495
496 /* -----------------------------------------------------------------------
497 Activity Name : Get_agents_not_in_stat_grp_num
498 To filter the agents and return agents who are defined not in static
499 group number
500 IN
501 itemtype - item type
502 itemkey - item key
503 actid - process activity instance id
504 funmode - execution mode
505 OUT
506 No output
507 ITEM ATTRIBUTES REFERENCED
508 CALLID - the call ID
509 STATICGROUPNUMBER - Static Group Number
510 *-----------------------------------------------------------------------*/
511 procedure Get_agents_not_in_stat_grp_num (
512 itemtype in varchar2
513 , itemkey in varchar2
514 , actid in number
515 , funmode in varchar2
516 , resultout in out nocopy varchar2) ;
517
518 /* -----------------------------------------------------------------------
519 Activity Name : Get_agents_not_in_dyn_grp_nam
520 To filter the agents and return agents who are defined not in dynamic
521 group name
522 IN
523 itemtype - item type
524 itemkey - item key
525 actid - process activity instance id
526 funmode - execution mode
527 OUT
528 No output
529 ITEM ATTRIBUTES REFERENCED
530 CALLID - the call ID
531 DYNAMICGROUPNAME - Dynamic Group Name
532 *-----------------------------------------------------------------------*/
533 procedure Get_agents_not_in_dyn_grp_nam (
534 itemtype in varchar2
535 , itemkey in varchar2
536 , actid in number
537 , funmode in varchar2
538 , resultout in out nocopy varchar2) ;
539
540 /* -----------------------------------------------------------------------
541 Activity Name : Get_agents_not_in_dyn_grp_num
542 To filter the agents and return agents who are defined not in
543 dynamic group number
544 IN
545 itemtype - item type
546 itemkey - item key
547 actid - process activity instance id
548 funmode - execution mode
549 OUT
550 No output
551 ITEM ATTRIBUTES REFERENCED
552 CALLID - the call ID
553 DYNAMICGROUPNUMBER - Dynamic Group Number
554 *-----------------------------------------------------------------------*/
555 procedure Get_agents_not_in_dyn_grp_num (
556 itemtype in varchar2
557 , itemkey in varchar2
558 , actid in number
559 , funmode in varchar2
560 , resultout in out nocopy varchar2) ;
561
562 /* -----------------------------------------------------------------------
563 Activity Name : Get_Media_type
564 To determine the media_type of the inbound call
565 IN
566 itemtype - item type
567 itemkey - item key
568 actid - process activity instance id
569 funmode - execution mode
570 OUT
571 No output
572 ITEM ATTRIBUTES REFERENCED
573 CALLID - the call ID
574 OCCTMEDIATYPE - Media type string (unique media type id)
575 *-----------------------------------------------------------------------*/
576 procedure Get_Media_Type (
577 itemtype in varchar2
578 , itemkey in varchar2
579 , actid in number
580 , funmode in varchar2
581 , resultout in out nocopy varchar2) ;
582
583 /* -----------------------------------------------------------------------
584 Activity Name : WF_AppFromClassification
585 To determine the screenpop application of the inbound call
586 IN
587 itemtype - item type
588 itemkey - item key
589 actid - process activity instance id
590 funmode - execution mode
591 OUT
592 No output
593 ITEM ATTRIBUTES REFERENCED
594 Classification- Classification
595 OCCTMEDIATYPE - Media type string (unique media type id)
596 *-----------------------------------------------------------------------*/
597 procedure WF_AppFromClassification (
598 itemtype in varchar2
599 , itemkey in varchar2
600 , actid in number
601 , funmode in varchar2
602 , resultout in out nocopy varchar2) ;
603
604 END CCT_RoutingActivities_PUB;
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