Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide
3-3
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
Note
Sample DEF files, cisco_default_ENU.def, and
cisco_agentANDskillgroupSTATISTICS_sample_ENU.def, are distributed on the product CD.
cisco_agentANDskillgroupSTATISTICS_sample_ENU.def, are distributed on the product CD.
Reading the DEF File
Note
A DEF file consists of bracket-delineated sections. Shown in this example are EventHandler and
EventResponse sections. EventHandlers are executed when Siebel receives an event. Each EventHandler
describes a set of specific arguments that must be matched. The Siebel application evaluates each
EventHandler based on the order parameter.
EventResponse sections. EventHandlers are executed when Siebel receives an event. Each EventHandler
describes a set of specific arguments that must be matched. The Siebel application evaluates each
EventHandler based on the order parameter.
In
, two EventHandler sections are defined. (The order parameter determines evaluation
preference.) The first of the two EventHandler entries filters out inside calls. The SiebelCall parameter
is used by Siebel to store the current call context. The ="?*" syntax specifies that the parameter has a
non-empty value. If this condition is satisfied, the Siebel application looks for an EventResponse called
“OnInsideCallReceived,” which is not shown for simplicity.
is used by Siebel to store the current call context. The ="?*" syntax specifies that the parameter has a
non-empty value. If this condition is satisfied, the Siebel application looks for an EventResponse called
“OnInsideCallReceived,” which is not shown for simplicity.
The second EventHandler filters on both call status and call variable 1. The type of call must be ACDIn,
a parameter value created by the Cisco Driver to Siebel, and call variable 1 must not be empty. If these
conditions are met, the Siebel application looks for an EventResponse called “InboundConsumerCall,”
which is shown. Call arguments, call types, and other special values are listed in
a parameter value created by the Cisco Driver to Siebel, and call variable 1 must not be empty. If these
conditions are met, the Siebel application looks for an EventResponse called “InboundConsumerCall,”
which is shown. Call arguments, call types, and other special values are listed in
The “InboundConsumerCall” event response performs several steps:
•
Defines which business object is affected
•
Decides which database query to perform and on which field
•
Defines a Find dialog box and how to populate it with data
•
Logs entries into the Siebel log for success or failure of the response
In this case, CallVariable1 is used to query the Consumer business object and to populate the Find dialog
box.
box.
Note
In Siebel, the [ ] and {} syntax have special meaning. Items within square brackets ([ ]) refer to a business
object field. Items surrounded by curly braces ({}) refer to variables passed with the event.
object field. Items surrounded by curly braces ({}) refer to variables passed with the event.
Refer to the Siebel Call Center User Guide for more details.
Siebel definition files often contain other more complex information. The DEF file is defined and
executed by Siebel. The exact syntax and complete description of arguments and options available is
defined in Siebel documentation.
executed by Siebel. The exact syntax and complete description of arguments and options available is
defined in Siebel documentation.