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Siebel Communications Server Administration Guide > Using Siebel CTI Connect >
Siebel CTI Connect Commands
Table 68 lists and explains usage for commands specific to the Siebel CTI Connect communications driver, for Intel NetMerge CTI middleware. A Yes value in the Any K/V (Key/Value) column in Table 68 indicates that the command allows attachment of any user-defined key/value pair to the call. Within the communications configuration, these key/value pairs are represented by event or command parameters and the associated parameter values. The commands you define, in which driver commands listed here are specified as device commands, support the command parameters documented under Configuring Events and Commands. In your command definitions, you can specify custom subparameters for command parameters of type Group. An asterisk (*) before a parameter name means that the parameter is optional for this command. (The command parameters are described in Table 69.) Most of the commands in Table 68 correspond to commands defined in the communications configuration, in which they are specified as the device command. They may also correspond to a communications toolbar button. For more information, see Configuring User Interface Elements. For descriptions of communications toolbar elements, see Communications Operations for End Users. For commands for which the TrackingID parameter is optional, the command operation is performed on the work item identified by the TrackingID parameter value. If this parameter is not provided, the command operates on the first available work item. K/V indicates Key/Value pairs.
Table 68. Siebel CTI Connect Commands
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AnswerCall |
No |
*TrackingID |
Answer incoming call. |
AttachData |
No |
Call data object |
Attach user-defined data to the current call. This command can be invoked from a Siebel VB or Siebel eScript script. For example, a script in which "callobject" has previously been defined might include a line such as the following: CTI.InvokeCommand "AttachData," callobject |
CancelForwardCall |
No |
|
Cancel call forwarding. |
ChangeBusyState |
No |
|
Toggle agent state between Busy and Not Busy. Busy state is defined as setting the device state such that incoming calls do not ring at the device. |
ChangeNotReady
State |
No |
*ID
*AgentId
*AgentPin
*ACDQueue |
Toggle agent state between being available and not available to receive calls from the queue. This command may use either the ID parameter or the AgentId, AgentPin, and ACDQueue parameters. For more information, see Siebel CTI Connect Command Parameters. |
Conference
Complete |
No |
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Complete the conference call. The caller and the agents in conference can now talk to each other at the same time. |
ConferenceInit |
Yes |
PhoneNumber
*CallNotifyText |
Begin conference call. The caller is put on hold and the current agent dials another agent's extension. The CallNotifyText parameter conveys status information to the second agent. |
ForwardCall |
No |
PhoneNumber |
Set call forwarding. |
HoldCall |
No |
*TrackingID |
Put the current call on hold. |
LogIn |
No |
*ID
*AgentId
*AgentPin
*ACDQueue |
Agent login on ACD queue. This command may use either the ID parameter or the AgentId, AgentPin, and ACDQueue parameters. The Login command is used for both automatic and manual login. For details, see Siebel CTI Connect Command Parameters, and see Configuring Communications Log In and Log Out. |
LogOut |
No |
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ACD agent logout. |
MakeCall |
No |
PhoneNumber |
Place the outbound call. |
MergeCall |
No |
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Combines an active call and a suspended (held) call into a conference call. |
ReleaseCall |
No |
*TrackingID |
Release (disconnect) current call. |
ResetState |
No |
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Reset internal information about current call states for the monitored teleset. This command resets call-status tracking information to the initial state when the agent started the Siebel application. ResetState resets all tracking information, regardless of the actual current status. For this reason, use it only when the teleset and Siebel Communications Server are out of sync and there are no current calls. NOTE: Although this command is part of the Siebel CTI Connect communications driver, it is specific to Siebel Communications Server and is not passed to Intel NetMerge Call Processing Server.
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RetrieveCall |
No |
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Retrieve the original call initiated using ConferenceInit or TransferInit, after the current call has been released using ReleaseCall. |
RouteCall |
No |
routeId |
Specifies a new destination for the incoming call, if the device is of type Route Point. |
SelectDN1...
SelectDN5 |
No |
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Select Directory Number (DN) #1 (2, 3, 4, or 5) for subsequent use. Using one of these commands selects the DN that will be used in commands such as MakeCall. It is recommended that end users select the preferred teleset and extension in the Communications options of the User Preferences screen to keep teleset information in sync. |
SetAgent
WorkMode |
No |
*ID
*AgentId
*AgentPin
*ACDQueue |
Set the agent work mode to one of five settings. The five work mode commands are:
- SetAgentReady - Sets AgentReady work mode. After each call, the agent is available to take another call.
- SetAgentNotReady - Sets AgentNotReady work mode. After each call, the agent is not available to take another call and must select the Ready State (for the voice channel) in the communications toolbar to become available.
- SetAgentAfterCallWork - Sets AgentAfterCallWork work mode. This means that the agent has completed a call and requires wrap-up time before taking another call. The agent is not available to take calls and must select Ready State to become available. (Not supported by Nortel Meridian switches.)
- SetAgentBusy - Sets AgentBusy work mode. After each call, the agent is available to take another call. (AgentBusy is not supported by Nortel Meridian, Avaya (Lucent) Definity G3, or CSTA Phase I switches.)
- SetAgentOtherWork - Sets AgentOtherWork work mode. Typically, this means that the agent is not engaged in call center work. The agent is not available to take calls and must select Ready State to become available. (Not supported by CSTA Phase II switches.)
The mode the agent is in upon logging in depends on the switch. If an agent is in AgentOtherWork or AgentNotReady mode upon logging in, for example, the agent must select the Ready State before taking any calls. An agent can choose work mode commands only after logging in. This command may use either the ID parameter or the AgentId, AgentPin, and ACDQueue parameters. For more information, see Siebel CTI Connect Command Parameters. |
SimulateCall |
Yes |
*CallNotifyText |
Simulate incoming call. Used for configuration debugging purposes. NOTE: Although this command is part of the Siebel CTI Connect communications driver, it is specific to Siebel Communications Server and is not passed to Intel NetMerge Call Processing Server.
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ToggleForward |
No |
*PhoneNumber |
Set call forwarding, or cancel call forwarding. When canceling call forwarding, the PhoneNumber parameter is not used. |
TransferComplete |
No |
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Complete the consultative transfer. The current agent is disconnected and the caller is connected to the agent to whom the call was transferred. |
TransferInit |
Yes |
PhoneNumber
*CallNotifyText |
Begin consultative transfer. The caller is put on hold, and the current agent dials another agent's extension. The CallNotifyText parameter conveys status information to the second agent. |
TransferMute |
Yes |
PhoneNumber
*CallNotifyText |
Initiate a mute (blind) transfer of the caller. The CallNotifyText parameter conveys status information to the second agent. |
UnHoldCall |
No |
*TrackingID |
Remove the current call from hold state. |
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