Presence Server Web Services Integration: Date: 11/2021

Presence Server Web Services Integration
Version 12.1
Date: 11/2021
2 Presence Server Web Services Integration
Contents
......................................................................................................... 3
1. Introduction
......................................................................................................... 4
2. Fundamentals
Architecture
............................................................................................................................................... 4
Installation and configuration
............................................................................................................................................... 4
......................................................................................................... 6
3. Example
Introduction
............................................................................................................................................... 6
Integrating web services with C#
............................................................................................................................................... 6
Example
............................................................................................................................................... 8
.........................................................................................................
4. Reference Guide 13
Methods
............................................................................................................................................... 13
AddCallData ...................................................................................................................................... 13
GetCallData ...................................................................................................................................... 14
GetErrorMessage
...................................................................................................................................... 15
GetServerTime
...................................................................................................................................... 16
InsertOutboundRecord
...................................................................................................................................... 16
InsertOutboundRecord2
...................................................................................................................................... 16
...................................................................................................................................... 16
...................................................................................................................................... 17
RefreshService
...................................................................................................................................... 21
RefreshTracers
...................................................................................................................................... 22
ReloadOutboundQueues
...................................................................................................................................... 23
RequestOutboundACDCall
...................................................................................................................................... 23
RequestOutboundACDCall2
...................................................................................................................................... 24
...................................................................................................................................... 24
Sum ...................................................................................................................................... 26
UnloadOutboundRecord
...................................................................................................................................... 26
......................................................................................................... 28
5. Appendix
Troubleshooting
............................................................................................................................................... 28
Enghouse Interactive Presence Suite

Introduction 3
Chapter
Introduction 1
This manual is meant for technical personnel who have experience or, at least, a basic
knowledge of programming fundamentals.
This document sets out to provide the necessary basis for developing an integrated application
using Presence Server Web Services, while providing both a useful reference guide and
examples for the development stage of such application.
Any programming language supporting this type of technology (such as C#, Visual Basic, C++,
Delphi or Javascript) may be used to develop integrated applications via Presence Server Web
Services. Likewise, other computing systems may be integrated, either by adding the web
services to the system -if applicable-, or by using "bridge" applications developed in any of the
above-mentioned languages.
This document is divided into four chapters, which describe the implementation and
development test processes of an application to be integrated with Presence Server Web
Services.
Fundamentals. Explains the basics that must be known before proceeding with any
integration process with the web services supplied by Presence Server Web Services.
Example. This chapter is meant to be a practical guide to designing an application to be

integrated with Presence Server Web Services. It describes both the process of adding the web
services to the development tool and the creation of an application from scratch. The example
in this chapter has been developed from the C# programming language.
Reference Guide. This chapter lists all methods one by one provided by Presence Server Web
Services. A description of the utility, the required parameters, the return values, as well as an
example of use are given for each of these items. Examples in this chapter have been
developed from the C# programming language.
Troubleshooting. This chapter is very useful in the stage of development and test of the
created application, since the most common problems occurring when integrating an
application with Presence Server Web Services are listed here. The troubleshooting method for
each problem is described in a quick, easy way.

Chapter
Fundamentals 2
Architecture
The Presence system allows you to integrate third-party applications to carry out actions
processed directly in Presence Server or against the data repository. This is possible using the
provided web services, called Presence Server Web Services (pcoserverws.dll), so that they
can be included in a customer application that will be able to invoke methods to perform the
above mentioned actions.
As shown in the figure below, Presence Server Web Services establishes a communication
between the customer application and the web services. As a result, the customer application
can invoke any web service method for it to be executed.
Integration architecture with Presence Server Web Services
Installation and configuration

The installation of Presence Server Web Services is carried out through the
PresenceServerWebServices-Setup-x.x.xxx.msi setup program. For information on how to

Fundamentals 5
install and configure Presence Server Web Services, refer to the Presence Installation Guides
document.

Chapter
Example 3
Introduction
Based on an example developed in C#, this section shows the steps to create an application
integrated with Presence Server Web Services. This application must be able to insert and
unload outbound records from the information entered by the user.
This example should be used as a reference guide when developing a new application in order
to be integrated with Presence Server Web Services, providing the basic programming
structures to integrate the application using these web services.
Integrating web services with C#

This section details how to integrate the web services supplied by Presence Server Web
Services into the C# development tool.
To add the web services, you must have previously installed these services in a local computer
or a remote computer, as explained in the Fundamentals, Installation section. After installing
Presence Server Web Services and creating the new programming project, go to the Project
menu in the C# development tool and select the Add Service Reference... item. Selecting
this option displays a new window where you must specify the Address that the web services
have been installed in. The address format must be as follows:
http://<IP_Address>/<IIS_Virtual_Directory_Name>/pcoserverws.dll/SOAP
where the <IP_Address> parameter is the IP address of the computer where the Presence
Server Web Services have been installed and the <IIS_Virtual_Directory_Name> parameter is
the name of the virtual directory that was created in IIS during the installation process.
Once the address has been entered click on Go. If the address is correct, the list of available
operations in the PcowsService service (i.e. the Presence Server web services) will be
displayed.

Example 7
Screen to add services in C#
A name for the class that is going to be created in the C# project may be specified in the
Namespace field. Click on OK to finish.
When this process is completed, the web services are displayed among the service reference
created in the project and are available for use.

Solution Explorer of a C# project
Example
Example. Insert and unload outbound records
This example is intended to show that it is possible to insert records in or unload records from
an outbound service. This updates the service queues so that new records can be considered or
discarded according to the action taken.
To create a new application, go to the File menu, select New > Project... and create a
Windows Forms Application for C#.
Initial screen to create an application in C#
Next, add the web services to the project as described in the Integrating web services with C#
section.

Example 9
Create the following screen (frmOutboundRecordInfo), which allows you to specify the
necessary data to insert or unload an outbound record.
Main screen of the application
This screen allows you to enter the basic parameters to insert or unload an outbound record.
First of all, the connection with the Presence Server web services must be established. To do
this, create a global variable in the form, which will allow access to these web services during
the execution of the application.
private PresenceWebServices.PcowsServiceClient WebServices;
Creating and checking the web services is done in the Load event from the main form. With
this event, it is also possible to check the web services using the Sum method in order to
verify that the communication has been successfully established. If a connection could not be
made with Presence Server Web Services, an error message is displayed and the application is
automatically closed.
private void Form1_Load(object sender, EventArgs e)

{
bool Result;

try
{
// Creates the object to establish communication with Presence Server
// Web Services
WebServices = new PresenceWebServices.PcowsServiceClient();
// Performs a test to check the connection using the Sum method

if (WebServices.Sum(1, 2) == 3)
Result = true;
else
Result = false;
}
catch
{
Result = false;
}
// If an error occurs, a message is generated and the application closes

if (!Result)
{
MessageBox.Show("Unable to connect with Presence Server Web Services");
Application.Exit();
}
}
Clicking on the Execute button must perform the action selected in the Action parameter.
The Click event of this button is captured, which executes the selected action by the user.
private void bExecute_Click(object sender, EventArgs e)

{
// Performs one action or another according to the user selection
if (cbAction.SelectedIndex == 0)
ExecuteInsertOutboundRecord();
else
ExecuteUnloadOutboundRecord();
}
The ExecuteInsertOutboundRecord method will get the values entered in the form parameters
and will attempt to insert a new outbound record with those values. The method will display a
confirmation message if the outbound record has been inserted successfully, or a message
with the error that occurred if the action failed.
private void ExecuteInsertOutboundRecord()

{
int ServiceId; // Service ID
int LoadId; // Load ID
int SourceId; // Source ID of the record
string Name; // Contact name
int Status; // Record initial status
string Phone; // Contact phone number
DateTime ScheduleDate; // Schedule date and time
Int64 CapturingAgent; // ID of the capturing agent (login)
int Priority; // Record priority
string Comments; // Comments
int Result; // Return value of the operation
// Checks if the numeric values (Service, Load, ID and

// Priority) are correct
if ((int.TryParse(tbServiceId.Text, out ServiceId)) &&
(int.TryParse(tbLoadId.Text, out LoadId)) &&
(int.TryParse(tbSourceId.Text, out SourceId)) &&
(int.TryParse(tbPriority.Text, out Priority)))
{

Example 11
// Gets the rest of parameters

Name = tbName.Text;
Phone = tbPhone.Text;
Comments = tbComments.Text;
// Checks the status and, if necessary, the date and time of the
// scheduling
if (cbStatus.SelectedIndex == 0)
{
Status = 1; // Initial
ScheduleDate = DateTime.MinValue;
}
else
{
Status = 2; // Scheduled
ScheduleDate = new DateTime(dtpDay.Value.Year, dtpDay.Value.Month,
dtpDay.Value.Day, dtpTime.Value.Hour, dtpTime.Value.Minute,
dtpTime.Value.Second);
}
// Checks if the outbound record must be captured

CapturingAgent = 0;
if (cbCapturingAgent.Checked)
{
Int64.TryParse(tbCapturingAgent.Text, out CapturingAgent);
}
// Launches the request and stores the returned value

Result = WebServices.InsertOutboundRecord4(ServiceId, LoadId, SourceId,
Name, "", Status, Phone, "", "", "", "", ScheduleDate, CapturingAgent,
Priority, Comments, "", "", "", "", "", false);
// Final message with the result

if (Result == 0)
{
MessageBox.Show("The outbound record has been successfully inserted");
}
else
{
MessageBox.Show("The outbound record could not be inserted: " +
WebServices.GetErrorMessage(Result));
}
}
else
{
MessageBox.Show("The entered numeric parameters are incorrect");
}
}
The ExecuteUnloadOutboundRecord method will get the values entered in the form parameters
that are necessary to unload an outbound record, i.e. the service ID, load ID and the outbound
record ID that you want to unload. The method will display a confirmation message if any
outbound records have been unloaded successfully, or a message with the error that occurred
if no records were unloaded.
private void ExecuteUnloadOutboundRecord()

{
// Checks if the numeric values (Service, Load and ID) are correct

if ((int.TryParse(tbServiceId.Text, out ServiceId)) &&

(int.TryParse(tbLoadId.Text, out LoadId)) &&
(int.TryParse(tbSourceId.Text, out SourceId)))
{
// Launches the request and stores the returned value
Result = WebServices.UnloadOutboundRecord(ServiceId, LoadId, SourceId);
// Final message with the result

if (Result > 0)
{
MessageBox.Show("Number of unloaded outbound records: " +
Result.ToString());
}
else
{
MessageBox.Show("No outbound records could be unloaded: " +
WebServices.GetErrorMessage(Result));
}
}
else
{
MessageBox.Show("The entered numeric parameters are incorrect");
}
}

Reference Guide 13
Chapter
Reference Guide 4
Methods
AddCallData
Description
Adds data to a contact from its call identifier ID (CallId). This information will be
associated with the contact throughout all of its handling process. This function is used,
for example, to implement voice and data transfers.
Parameters
Parameter Type Description
AServiceId Integer ID of the service where the contact to which data

will be added is
ACallId Integer ID of the call associated with the contact
AKey WideString Name/Key of the variable to identify the data that

will be added. The maximum length value for this
parameter is 30 characters
AValue WideString Value that will be added. The maximum length

value for this parameter is 250 characters
Return value
Integer. When the returned value is <0, the data could not be added to the contact. If
the value is 0, the data could be added.
The most common error codes are as follows:

· -33554432 (-0x02000000): Service does not exist.
· -33554435 (-0x02000003): Service is disabled.
· -33685514 (-0x0202000A): Outbound contact does not exist.
· -33685515 (-0x0202000B): Inbound contact does not exist.
· -34144257 (-0x02090001): Maximum number of additional data that can be
attached to the contact has been exceeded.
Example
private void AddCallDataExample()

{
int CallId; // Call ID associated with the contact
string Key; // Variable name/key
string Value; // Value that will be added

// Sets the values to make the request

ServiceId = 100;
CallId = 2000;
Key = "Product";
Value = edProducto.Text;
// Launches the request and stores the return value

Result = WebServices.AddCallData(ServiceId, CallId, Key, Value);
// If the request fails, an error message is displayed

if (Result != 0)
MessageBox.Show(WebServices.GetErrorMessage(Result));
}
GetCallData
Description
Gets the value of a variable attached to the contact from its call identifier (CallId).
Parameters
AServiceId Integer ID of the service where the contact from which the
value of the attached variable will be retrieved is
ACallId Integer ID of the call associated with the contact
AKey WideString Name/Key of the variable to identify the data that will
be retrieved. The maximum length value for this
parameter is 30 characters
AValue WideString Value of the retrieved variable
Return value
Integer. When the returned value is <0, the call data could not be retrieved or the
variable to be retrieved does not exist. If the value is 0, the variable exists and the data
could be retrieved.

· -33685514 (-0x0202000A): Outbound contact does not exist.
· -33685515 (-0x0202000B): Inbound contact does not exist.
· -33816576 (-0x02040000): No data are associated to the call with that key.
Example
private void GetCallDataExample()

{

Reference Guide 15
int CallId; // Call ID associated with the contact

string Key; // Variable name/key
string Value; // Value of the retrieved variable

ServiceId = 100;
CallId = 2000;
Key = "Product";
Value = "";

Result = WebServices.GetCallData(ServiceId, CallId, Key, ref Value);
// If the request is successful the value is displayed on screen,

// otherwise an error message is displayed
if (Result == 0)
MessageBox.Show(Value);
else
}
GetErrorMessage
Description
Gets the error message from its code.
Parameters
AErrorCode Integer Code that the error message will be retrieved from
Return value
WideString. Error message associated with the code.
Example
private void GetErrorMessageExample()

{
int ErrorCode; // Error code

ErrorCode = -33554432;
// Launches the request and displays the message on screen

MessageBox.Show(WebServices.GetErrorMessage(ErrorCode));
}

GetServerTime
Description
Gets the current date and time of the computer where Presence Server Web Services is
installed.
Parameters
No parameters
Return value
DateTime. Date and time of the computer where Presence Server Web Services is
installed.
Example
private void GetServerTimeExample()

{
// Launches the request and displays the current date and time
// on screen
MessageBox.Show(WebServices.GetServerTime().ToString());
}
InsertOutboundRecord
Deprecated. Refer to InsertOutboundRecord4.

Reference Guide 17
Description
Inserts a new outbound record into a service.
Parameters
ServiceId Integer ID of the service for which the record will

be inserted
LoadId Integer ID of the load into which the record will be

included
SourceId Integer This parameter provides a reference to the

ID assigned to the customer in the system
integrated with the Presence Suite. Valid
values must range from 1 to 2147483647,
both inclusive
Name WideString Contact name
TimeZone WideString ID of the default time zone for the record.

Only if the Enable support for time
zones option is checked in the service.
The time zone must have been added to
the service, otherwise an error occurs and
the record is not inserted.
If this parameter contains en empty string,
the service default time zone is assigned to
the record
Status Integer Record initial state:

1: Record not scheduled (call as initial)
2: Record scheduled to a set date and time
Phone WideString Contact phone number. If the value set for

this parameter contains any blank spaces,
they will be removed when inserting the
record.
When the Check phone numbers when
inserting outbound record option is
enabled for the service, the system will
check whether the phone number is added
to any of the enabled Do-Not-Call lists that
are associated to that service
PhoneTimeZone WideString ID of the time zone for the contact phone

number. Only if the Enable support for
time zones option is checked in the
service.

If the value of the

AutomaticTimeZoneDetection parameter is
set to TRUE, the time zone will be
automatically assigned according to the
contact phone prefix using the area codes
defined in the system.
The time zone cannot be assigned to the
phone if it is not added to the outbound
service. In that case the time zone
specified in the TimeZone parameter will
be used
AlternativePhones WideString Contact alternative phone numbers

separated by commas. If the value set for
this parameter contains any blank spaces,
they will be removed when inserting the
record. Only if the Enable alternative
phone numbers option is checked in the
service.
When the Check phone numbers when
inserting outbound record option is
enabled for the service, the system will
check whether the phone numbers are
added to any of the enabled Do-Not-Call
lists that are associated to that service.
The number of phone nos. that will be
processed depends on the value set for the
Alternative phone numbers to manage
option
AlternativePhoneDescriptions WideString IDs of the descriptions associated with

each alternative phone number separated
by commas. If the value set for this
parameter contains any blank spaces, they
will be removed when inserting the record.
Only if the Enable alternative phone
numbers option is checked in the service.
All the alternative phone numbers must
have a valid phone description that has
been added to the outbound service,
otherwise an error occurs and the record is
not inserted.
option
AlternativePhoneTimeZones WideString IDs of the time zones associated with each

alternative phone number separated by
commas. Only if the Enable alternative
phone numbers and Enable support for
time zones options are checked in the
service.
If the value of the
AutomaticTimeZoneDetection parameter is
set to TRUE, the time zone will be
automatically assigned according to each

Reference Guide 19
alternative phone prefix using the area

codes defined in the system.
The time zone cannot be assigned to the
phone if it is not added to the outbound
service. In that case the time zone
specified in the TimeZone parameter will
be used.
option
ScheduleDate DateTime Date and time for the scheduling. Only if

the Status parameter is set to 2.
If the support for time zones is enabled for
the service, the scheduled date and time
will match the date and time of the time
zone that is specified in the
PhoneTimeZone parameter
CapturingAgent Int64 Capturing agent login. Supports up to 18

digits.
If the value is 0, the outbound record is not
captured by any agent
Priority Integer Record priority
Comments WideString Record comments
CustomData1 WideString First custom data value to be assigned to

the record. This is useful to add business
data. Supports up to 100 alphanumeric
characters. Only if the Enable custom
fields option is selected for the service in
the Custom fields: Record tab
CustomData2 WideString Second custom data value to be assigned

to the record. This is useful to add business
CustomData3 WideString Third custom data value to be assigned to

the record. This is useful to add business
CallerId WideString Phone number that will be displayed at the

destination of calls made to the record.
Only if the Enable outgoing calls
identification option is checked in the
service

CallerName WideString Descriptive text that will be displayed at

the destination of calls made to the record.
Only if the installed platform is OpenGate
and the Enable outgoing calls
identification option is checked in the
service
AutomaticTimeZoneDetection Boolean Indicates whether the automatic time zone

detection will be performed according to
the phone prefix and using the area codes
defined in the system. Only if the Enable
support for time zones and Enable
automatic time zones by phone prefix
options are checked in the service
Return value
Integer. When the returned value is <0, a new record could not be inserted into an
outbound service. If the value is 0, the record could be successfully inserted.

· -33554445 (-0x0200000D): Outbound service does not exist.
· -33685512 (-0x02020008): Error inserting outbound record.
· -33685513 (-0x02020009): Load does not exist.
· -33685516 (-0x0202000C): The main phone no. has been found in a Do-Not-Call
list of the service.
· -33685520 (-0x02020010): The default time zone for the outbound record is not
added to the service.
· -33685521 (-0x02020011): At least one of the phone no. descriptions is incorrect
or is not added to the service.
· -33685522 (-0x02020012): Maximum number of pending requests that insert a
new outbound record has been exceeded.
· -285278208 (-0x11010000): An internal database error occurred.
Example
private void InsertOutboundRecordExample()

{
int SourceId; // Client ID
string TimeZone; // ID of the record time zone
int Status; // Record initial state
string PhoneTimeZone; // ID of the contact phone number timezone
string AlternativePhones; // Alternative phone numbers
string AlternativePhoneDescriptions; // IDs of the phone descriptions
string AlternativePhoneTimeZones; // IDs of the time zones
DateTime ScheduleDate;// Scheduled date and time
Int64 CapturingAgent; // Agent ID (login) for capture
int Priority; // Record priority
string CustomData1; // First custom data value of the record
string CustomData2; // Second custom data value of the record
string CustomData3; // Third custom data value of the record
string CallerId; // Phone number to identify outgoing calls
string CallerName; // Text to identify outgoing calls
bool AutomaticTimeZoneDetection; // Automatic time zone detection

Reference Guide 21

ServiceId = 100;
LoadId = 1;
SourceId = 100000;
Name = "Theresa Kunec";
TimeZone = "BCN"; // Time zone must be added to the service
Status = 1; // Initial
Phone = "50020";
PhoneTimeZone = ""; // See AutomaticTimeZoneDetection parameter
AlternativePhones = "50021,50022,50023";
AlternativePhoneDescriptions = "1,2,3"; // Must be added to the
// service
AlternativePhoneTimeZones = ""; // See AutomaticTimeZoneDetection
ScheduleDate = DateTime.MinValue; // No schedule
CapturingAgent = 0; // No capture
Priority = 100;
Comments = "";
CustomData1 = "tkunec@domain.com";
CustomData2 = "72856490B";
CustomData3 = "07/21/1980";
CallerId = "900112233";
CallerName = "Customer service"; // OpenGate only
AutomaticTimeZoneDetection = true; // Automatic time zone detection

Result = WebServices.InsertOutboundRecord4(ServiceId, LoadId,
SourceId, Name, TimeZone, Status, Phone, PhoneTimeZone,
AlternativePhones, AlternativePhoneDescriptions,
AlternativePhoneTimeZones, ScheduleDate, CapturingAgent,
Priority, Comments, CustomData1, CustomData2, CustomData3,
CallerId, CallerName, AutomaticTimeZoneDetection);

if (Result != 0)
}
RefreshService
Description
Refreshes in Presence Server all the information about an enabled service using the
current information found in the database.
Parameters
AServiceId Integer ID of the service that the information will be refreshed

for
Return value
Integer. When the returned value is <0, the service could not be refreshed. If the value
is 0, the service has been successfully refreshed.


· -34013188 (-0x02070004): You have no licenses for Presence Scripting.
· -34013189 (-0x02070005): You have no licenses for the outbound mode.
· -34013190 (-0x02070006): The maximum number of Presence Agent outbound
licenses has been exceeded.
· -34013191 (-0x02070007): The maximum number of Presence Agent inbound
licenses has been exceeded.
· -34144259 (-0x02090003): Maximum number of outbound services set in
automatic predictive mode that an agent can be connected to has been exceeded.
· -285212672 (-0x11000000): Presence Server is not connected to the database.
· -285212674 (-0x11000002): Unable to find the database record in the table.
Example
private void RefreshServiceExample()

{

ServiceId = 100;

Result = WebServices.RefreshService(ServiceId);

if (Result != 0)
}
RefreshTracers
Description
Refreshes the configuration values set to tracers.
Parameters
No parameters
Return value
Boolean. When the returned value is False, the tracer values could not be refreshed. If
the value is True, the tracer values have been successfully refreshed.
Example
private void RefreshTracersExample()

{
bool Result; // Return value of the operation

Result = WebServices.RefreshTracers();

Reference Guide 23

if (!Result)
MessageBox.Show("The tracer values could not be refreshed");
}
ReloadOutboundQueues
Description
Reloads the buffers of an outbound service that Presence Server manages in memory.
Parameters
AServiceId Integer ID of the service that the buffers will be reloaded

for
Return value
Integer. When the returned value is <0, the buffers of the outbound service could not
be reloaded. If the value is 0, the buffers of the outbound service have been
successfully reloaded.

Example
private void ReloadOutboundQueuesExample()

{

ServiceId = 100;

Result = WebServices.ReloadOutboundQueues(ServiceId);

if (Result != 0)
}
RequestOutboundACDCall
Deprecated. Refer to RequestOutboundACDCall3.

Deprecated. Refer to RequestOutboundACDCall3.
Description
Requests a new manual outbound ACD contact for an agent in a particular outbound
service.
Parameters
ALoginId Int64 ID (login) of the agent that requests the new manual
outbound ACD contact.
The agent that the new contact is requested for must
be currently connected to the outbound service
AServiceId Integer ID of the outbound service that the new contact will be
requested from.
The support for manual outbound ACD calls must be
enabled in the service
ASourceId Integer This parameter provides a reference to the ID assigned

to the customer in the system integrated with the
Presence Suite. Valid values must range from 1 to
2147483647, both inclusive.
If this parameter is set to 0, the source ID will be
automatically assigned by the Presence system
APhone WideString Contact phone number. When the Check phone

numbers when inserting outbound record option is
enabled for the service, the system will check whether
the phone number is added to any of the enabled Do-
Not-Call lists that are associated to that service
AName WideString Contact name
AScheduleDate DateTime Date and time to schedule the contact.

Specifying a date and time earlier than the current
date and time in Presence Server causes the manual
outbound ACD call to be made immediately. Otherwise

Reference Guide 25
the call is captured for the agent at the scheduled date

and time
AComments WideString Contact comments
Return value
Integer. When the returned value is <0, the new manual outbound ACD contact could
not be requested for the agent. If the value is 0, the new manual outbound ACD contact
has been successfully requested.

· -33554440 (-0x02000008): Service is paused.
· -33554442 (-0x0200000A): The outbound service type does not support manual
outbound ACD contacts.
· -33619969 (-0x02010001): No agent is connected with this login ID.
· -33619972 (-0x02010004): Agent does not work for the service.
· -33685510 (-0x02020006): Error generating preview call.
· -33685511 (-0x02020007): No phantom extensions are available.
· -33685512 (-0x02020008): Error inserting outbound record.
· -33685513 (-0x02020009): The load for manual outbound ACD contacts does not
exist or is not configured.
· -33685516 (-0x0202000C): The phone no. has been found in a Do-Not-Call list of
the service.
· -33685517 (-0x0202000D): The load for manual outbound ACD contacts is
disabled.
· -33685518 (-0x0202000E): The phone number does not contain any digits.
· -33685522 (-0x02020012): Maximum number of pending requests that insert a
new outbound record has been exceeded.
· -34144516 (-0x02090104): Maximum number of pending manual outbound ACD
calls by agent has been exceeded.
Example
private void RequestOutboundACDCallExample()

{
Int64 LoginId; // Agent ID (login)
int SourceId; // Client ID
DateTime ScheduleDate; // Scheduled date and time

LoginId = 91005;
ServiceId = 100;
SourceId = 100000;
Phone = "50020";
Name = "Theresa Kunec";
// Schedules the call 30 minutes later
ScheduleDate = WebServices.GetServerTime().AddMinutes(30);
Comments = "";

Result = WebServices.RequestOutboundACDCall3(LoginId, ServiceId,
SourceId, Phone, Name, ScheduleDate, Comments);


if (Result != 0)
}
Sum
Description
Adds two integer values and returns the result of the addition. This method is
commonly used to verify that Presence Server Web Services has been properly installed.
Parameters
A Integer First integer value
B Integer Second integer value
Return value
Integer. Returns the result of adding the two values.
Example
private void CheckExample()

{
// Performs a test run to check whether the web services are working
// properly
try
{
if (WebServices.Sum(1, 2) == 3)
MessageBox.Show("Working properly");
else
MessageBox.Show("Error while performing test run");
}
catch
{
MessageBox.Show("Error while performing test run");
}
}
UnloadOutboundRecord
Description
Unloads an outbound record from a service.

Reference Guide 27
Parameters
AServiceId Integer ID of the service that the record will be unloaded from
ALoadId Integer ID of the load where the record will be searched for
ASourceId Integer This parameter provides a reference to the ID assigned

to the customer in the system integrated with the
Presence Suite
Return value
Integer. When the returned value is <0, the record could not be unloaded. If the value
is >0, the number of outbound records that have been unloaded is indicated.

· -33685513 (-0x02020009): Load does not exist.
· -33685519 (-0x0202000F): The outbound record cannot be unloaded. Please,
make sure it exists and check its current status.
· -285212672 (-0x11000000): Presence Server Web Services is not connected to
the database.
Example
private void UnloadOutboundRecordExample()

{

ServiceId = 100;
LoadId = 1;
SourceId = 100000;

Result = WebServices.UnloadOutboundRecord(ServiceId, LoadId, SourceId);

if (Result < 0)
}

Chapter
Appendix 5
Troubleshooting
This section describes the most common errors that can occur when executing any of the
methods supported by Presence Server Web Services.
1. "The server committed a protocol violation. Section=ResponseHeader

Detail=Header name is invalid."
This error is generated when the unsafe header parsing is not enabled. Microsoft sets this
value to false by default. Therefore, this error becomes more common if you are using a
Microsoft programming language (for example, C# or Visual Basic).
To fix this issue, you must change the configuration file (.config) of your application to
enable the unsafe header parsing. To do this, simply add the following lines to the end of the
configuration file of your application:
<system.net>
<settings>
<httpWebRequest useUnsafeHeaderParsing="true" />
</settings>
</system.net>
As a result, the configuration file would look like this:
<?xml version="1.0" encoding="utf-8" ?>

<configuration>

<system.net>
<settings>
<httpWebRequest useUnsafeHeaderParsing="true" />
</settings>
</system.net>
</configuration>
2. "Could not connect to <URL>. TCP error code 10060: A connection attempt failed
because the connected party..."

Appendix 29
This error is generated when attempting to connect to Presence Server Web Services using the
specified <URL>.
To fix this issue, you must check that the specified URL is correct and that Presence Server
Web Services is installed and started on the machine that the URL points to. Depending on
your programming language, this URL can be found in the (.config) configuration file of the
application.
3. "The remote server returned an unexpected response: (405) Method not

allowed."
This error is generated when trying to execute a method whose reference is not found in
Presence Server Web Services. It could also be because the specified <URL> is incorrect,
therefore, the referenced method cannot be found. This error is generated when attempting to
connect to Presence Server Web Services using the specified <URL>.
To fix this issue, you must check that the specified URL is correct and that Presence Server
Web Services is installed and started on the machine that the URL points to. Depending on
your programming language, this URL can be found in the (.config) configuration file of the
application.
4. Other errors
For any other errors, the problem may be that a change made to the definition of the methods
of Presence Server Web Services is not compatible with the current definition of the integrated
application. While always trying to maintain the compatibility in the new versions of Presence
Server Web Services, this is not always possible and the error may be due to this type of
change.

The most common error message in this case is "Error in deserializing body of...", but other
messages may also be shown.
To fix this issue, you must update the reference to Presence Server Web Services. This will
cause the integrated application to get the definition of the methods again. To do this, open
the application integrated with the programming language (C# in this example), then right-
click on the reference for Presence Server Web Services and select the Update Service
Reference option.
Once the updating process is complete, recompile and run the application to verify that the
issue has been fixed.

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Presence Server Web Services Integration

Enghouse Interactive Presence Suite

Example. This chapter is meant to be a practical guide to designing an application to be

Enghouse Interactive Presence Suite

Integration architecture with Presence Server Web Services

Installation and configuration

Enghouse Interactive Presence Suite

Enghouse Interactive Presence Suite

Integrating web services with C#

Enghouse Interactive Presence Suite

Screen to add services in C#

Enghouse Interactive Presence Suite

Solution Explorer of a C# project

Initial screen to create an application in C#

Enghouse Interactive Presence Suite

Main screen of the application

private PresenceWebServices.PcowsServiceClient WebServices;

private void Form1_Load(object sender, EventArgs e)

Enghouse Interactive Presence Suite

// Performs a test to check the connection using the Sum method

// If an error occurs, a message is generated and the application closes

private void bExecute_Click(object sender, EventArgs e)

private void ExecuteInsertOutboundRecord()

// Checks if the numeric values (Service, Load, ID and

Enghouse Interactive Presence Suite

// Gets the rest of parameters

// Checks if the outbound record must be captured

// Launches the request and stores the returned value

// Final message with the result

private void ExecuteUnloadOutboundRecord()

Enghouse Interactive Presence Suite

if ((int.TryParse(tbServiceId.Text, out ServiceId)) &&

// Final message with the result

Enghouse Interactive Presence Suite

Parameter Type Description

AServiceId Integer ID of the service where the contact to which data

ACallId Integer ID of the call associated with the contact

AKey WideString Name/Key of the variable to identify the data that

AValue WideString Value that will be added. The maximum length

The most common error codes are as follows:

private void AddCallDataExample()

Enghouse Interactive Presence Suite

// Sets the values to make the request

// Launches the request and stores the return value

// If the request fails, an error message is displayed

Parameter Type Description

ACallId Integer ID of the call associated with the contact

AValue WideString Value of the retrieved variable

The most common error codes are as follows:

private void GetCallDataExample()

Enghouse Interactive Presence Suite

int CallId; // Call ID associated with the contact

// Sets the values to make the request

// Launches the request and stores the return value

// If the request is successful the value is displayed on screen,

Parameter Type Description

private void GetErrorMessageExample()

// Sets the values to make the request