Cisco Cisco Computer Telephony Integration Option 8.5 Reference Guide
Chapter 3 Customization
Siebel Customization Basics
3-4
CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0)
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.
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.
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.
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.
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
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
.
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.
populate the Find dialog box.