Cisco Cisco Computer Telephony Integration Option 8.5 参考指南

3-3

CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0)

Chapter 3 Customization

Siebel Customization Basics

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"