Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide

3-2

CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions

Cisco CTI OS Release 7.2(1)

Chapter 3 Customization

Siebel Customization Basics

•

If an inbound call is received on the primary agent’s extension, a screen pop should be performed
using the customer account number, passed in this example in CallVariable1.

•

If the call does not have an account number, a new customer form should screen pop. (Some fields
might automatically be pre-populated with information from other call variables.)

•

If the call is a transfer from another agent, the agent should go to the NotReady state and receive a
transfer of the current agent’s screen context, that is, the forms that the agent had been using in
handling this call. They might already contain pre-populated information with the customer’s name,
address, preferences, and order history.

Example 3-1

Sample Siebel DEF File for Event Handling

; --- Internal Agent to Agent Call ---

[EventHandler:InsideCallReceivedFromQueue]

Order = "1"

DeviceEvent = "EventAnswer"

Response = "OnInsideCallReceived"

Filter.SiebelCall = "?*"

; --- Handle inbound customer call ---

[EventHandler:InboundConsumerCall]

Order = "2"

DeviceEvent = "EventAnswer"

Response = "InboundConsumerCall"

Filter.CallVariable1 = "?*"

Filter.CallStatus = "ACDIn"

[EventResponse:InboundConsumerCall]

QueryBusObj = "Consumer"

QueryBusComp = "Consumer"

QuerySpec = "[CSN]= '{CallVariable1}'"

SingleView = "Consumer Detail View"

FindDialog = "Consumer"

FindField.CSN = "{CallVariable1}"

SingleLog = "LogIncomingCallConsumerFound"

Log = "LogIncomingCallConsumerNotFound"

[EventLog:LogIncomingCallConsumerNotFound]

AfterWork.'ACD Call Duration' = "{@WorkDuration}"

Comments = ""

LogField.Description = "Unknown Caller ({CallVariable1})"

LogField.Comment = "Demo:Inbound Call Consumer Not Found"

BusObj = "Action"

BusComp = "Action"

LogField.Type = "Call - Inbound"

[EventLog:LogIncomingCallConsumerFound]

AfterWork.'ACD Call Duration' = "{@WorkDuration}"

AfterWork.'Planned' = "{@WorkStartTime}"

AfterWork.'Planned Completion'= "{@Now}"

Comments = ""

Display = "TRUE"

LogField.Description = "Call - Inbound"

LogField.Comment = "Consumer: {CallVariable1} {CSN}"

BusObj = "Action"

BusComp = "Action"

LogField.Type = "Call - Inbound"