AddBusComp

Char

—

Business component name to use when adding a new record.

AddBusObj

Char

—

Business object name to use when adding a new record.

AddField

Group

Y

Field names and predefined value when adding a new record.

AddLog

Char

—

Event object to execute if the application navigates to the view and applet specified by the AddRecordView and AddRecordApplet parameters.

Determines the Siebel activity record to be created in response to communications events.

For an example of using this parameter, see Event Response Process Overview.

NOTE:  Do not specify this parameter as an event response parameter. Rather, specify an event log of this type for the event response directly, using the Administration - Communications screen. This parameter is used in .DEF files that you export to or import from.

AddRecordApplet

Char

—

Name of the applet that is displayed, in the view specified by AddRecordView, when adding a new record.

If AddRecordApplet is not specified, the record is created in the first applet that can be inserted which has the same business component as specified with AddBusComp.

AddRecordView

Char

—

Name of the view that is displayed when adding a new record.

Command

Char

—

Optionally specifies the name of a command in the communications configuration that will be invoked when this event response is invoked.

ContextLog

Char

—

Event object to execute if screen-context data is used for screen display.

Determines the Siebel activity record to be created in response to communications events.

For an example of using this parameter, see Event Response Process Overview.

NOTE:  Do not specify this parameter as an event response parameter. Rather, specify an event log of this type for the event response directly, using the Administration - Communications screen. This parameter is used in .DEF files that you export to or import from.

FindDialog

Char

—

Find Object name to determine what is displayed in the Search Center if no rows are returned.

FindField

Group

Y

Find Field names and default values to determine what is displayed in the Search Center if no rows are returned.

FindLog

Char

—

Event object to execute if the Search Center is displayed, as specified using FindDialog and FindField.

Determines the Siebel activity record to be created in response to communications events.

For an example of using this parameter, see Event Response Process Overview.

NOTE:  Do not specify this parameter as an event response parameter. Rather, specify an event log of this type for the event response directly, using the Administration - Communications screen. This parameter is used in .DEF files that you export to or import from.

Log

Char

—

Event log to use if no other log is specified for an action.

Determines the Siebel activity record to be created in response to a communications event.

For an example of using this parameter, see Event Response Process Overview.

NOTE:  Do not specify this parameter as an event response parameter. Rather, specify an event log of this type for the event response directly, using the Administration - Communications screen. This parameter is used in .DEF files that you export to or import from.

MultiLog

Char

—

Event object to execute if the view specified using the MultiView parameter is displayed.

Determines the Siebel activity record to be created in response to communications events.

For an example of using this parameter, see Event Response Process Overview.

NOTE:  Do not specify this parameter as an event response parameter. Rather, specify an event log of this type for the event response directly, using the Administration - Communications screen. This parameter is used in .DEF files that you export to or import from.

MultiView

Char

—

Name of the view that will be displayed if the query result contains more than one row.

OpenView

Char

—

Name of the view that will be displayed, regardless of query results.

The view specified by OpenView is displayed only if a view specified by SingleView or MultiView is not displayed.

QueryAfterAnswer

Boolean

—

A parameter that, when set to TRUE, causes Communications Server to answer the call first and then execute the screen-pop query.

When set to FALSE (the default setting), this parameter causes Communications Server to execute the query first and then answer the call.

This parameter is valid only for an event response invoked by an event handler that follows the "handle immediately" model.

For more information about screen pops, see Handling an Inbound Call Received by an Agent.

QueryBusComp

Char

—

Business component name for the query specified by QuerySpec.

QueryBusComp2

Char

—

Business component name for a second query, specified by QuerySpec2.

The second query will be executed only if this parameter is specified and if the first query (specified by QuerySpec) returns exactly one row. This feature could be used to get screen pops related to campaigns.

For example, the first query can locate the campaign that matches the call type—using DNIS to identify the number the caller dialed. The second query can locate the contact (within that campaign) whose work number matches that of the caller—using ANI to identify a caller's number.

QueryBusObj

Char

—

Business object name containing the business components specified by QueryBusComp and QueryBusComp2.

QueryFields

Multi

—

Field names resulting from the business component query specified by QuerySpec.

Only the fields specified here will be activated when the Siebel application performs the query. Since the same business component is used to navigate to the destination view, you can use this feature to specify the fields required for that view.

If nothing is specified here, the navigation process will cause the business component to be queried again. QueryFields can speed up a screen-pop navigation by preventing additional queries of an entire business component.

QueryFields2

Multi

—

Field names resulting from the business component query specified by QuerySpec2.

For more details, see the description of the QueryFields parameter.

QuerySpec

Char

Y

Standard business component query.

The query uses business component field names from the business object and business component specified with the QueryBusObj and QueryBusComp parameters. (No other fields can be specified.)

Simple and complex queries are supported, using standard comparison operators, including:

=
LIKE
AND
OR
EXISTS
>
<
>=
<=

For example, if QuerySpec is defined as follows, then the query matches records in the current business component (assuming the business component contains the fields indicated) if either the work phone number or the home phone number matches the ANI value for the call:

'Work Phone #'='{ANI}' OR 'Home Phone #'='{ANI}'

Alternatively, if QuerySpec is defined as follows, then the query matches records in the current business component (example is for Action business component) if the current user is one of the owners specified for the multivalue field Owned By:

EXISTS('Owned By'='{@UserName}')

The keyword EXISTS must be used when defining a query specification for a multivalue field.

QuerySpec2

Char

Y

A second query that may be performed, after the query specified by the QuerySpec parameter.

QuerySpec2 queries the business component specified by the QueryBusComp2 parameter. (Both QueryBusComp and QueryBusComp2 specify business components in the business object specified by the QueryBusObj parameter.)

The result of the QuerySpec2 query may be used by Siebel SmartScript.

For more information on how the query may be constructed, see the description for the QuerySpec parameter.

Script

Char

—

Siebel VB or Siebel eScript script name to invoke (if specified). Parameters are passed using the ScriptParam parameter.

For more information about using Siebel VB or Siebel eScript, see Integrating with Siebel Scripting Languages.

ScriptParam

Group

Y

A group of subparameters that are parameters to the script method (if any) invoked using the Script parameter.

You create each parameter you need in the form ScriptParam.param_name, then specify a parameter value that will be passed to the script. The parameter names themselves are not passed to the script. Order parameters in the sequence in which they are expected by the script:

ScriptParam.Param1="value1"
ScriptParam.Param2="name"

Param1 and Param2 are subparameters of the ScriptParam parameter.

ServiceMethod

Char

—

The name of a Siebel business service and method to be called. The service and method are specified in the form service.method.

Optionally, you can use the ServiceParam parameter to provide parameter names and values to pass to the method to be called.

For more information, see Using Business Services with Communications Server.

ServiceParam

Group

Y

A group of subparameters that are parameters to the Siebel business service method (if any) invoked using the ServiceMethod parameter.

You create each parameter you need in the form ServiceParam.param_name, then specify a parameter value. The parameter name and value are both passed to the service method. Order parameters in the sequence in which they are expected by the service method:

ServiceParam.Param1="value1"
ServiceParam.Param2="name"

Param1 and Param2 are subparameters of the ServiceParam parameter.

For more information, see Using Business Services with Communications Server.

SingleField

Group

Y

When the result from the QuerySpec query is exactly one record, that record can be updated if you provide a field name and predefined field value, using this parameter.

For example, in the following event response, QuerySpec will likely return a single record, then SingleField can update the Primary Owned By field to the current agent:

[EventResponse:EmailWorkStarted]
   QueryBusObj="Email Response"
   QueryBusComp="Action"
   QuerySpec="Id='{ActivityID}'"
   SingleView="Communication Detail - Response View"
   SingleField.'Primary Owned By'="{@UserName}"
   Log=EmailWorkStarted

SingleLog

Char

—

Event object to execute if the view specified using the SingleView parameter is displayed.

Determines the Siebel activity record to be created in response to communications events.

For an example of using this parameter, see Event Response Process Overview.

NOTE:  Do not specify this parameter as an event response parameter. Rather, specify an event log of this type for the event response directly, using the Administration - Communications screen. This parameter is used in .DEF files that you export to or import from.

SingleView

Char

—

Name of the view that will be displayed if the result from the QuerySpec query is exactly one row.

QueryBusComp2, QuerySpec2, and QueryFields2 can be used to query a second business component of the QueryBusObj for a single record.

SmartScript

Group

Y

Parameter to be passed to Siebel SmartScript. Can include a script name or other data to pass to SmartScript. You can specify any of the following subparameters:

SmartScript.CampaignId
SmartScript.CampContactId
SmartScript.ContactId
SmartScript.LanguageCode
SmartScript.ScriptId
SmartScript.ScriptName

Either SmartScript.ScriptName or SmartScript.ScriptId must be specified in order to launch a particular SmartScript. For more information, see Integrating with Siebel SmartScript.

UseCtxData

Boolean

—

Enables or disables automatic use of screen-context data attached to an event.

When UseCtxData is TRUE, and the event contains a Siebel screen bookmark, the bookmark will be used to perform a screen pop or screen transfer.

The default is FALSE.

NOTE:  The size of a Siebel screen bookmark is defined by the middleware and communications driver and may vary according to each vendor.

WorkObject

Char

Y

Specifies data identifying a work-item tracking database record that can be written to the database.

This parameter can make work-item tracking possible even if your communications system does not fully support attaching data to a work item.

The WorkObject parameter is not necessary for Siebel CTI Connect (using Intel NetMerge) or another CTI middleware package that supports call data attachment. This data is passed to the communications driver, which attaches the data to the call without requiring the WorkObject parameter.

If you are using a custom driver developed for other middleware, you may need to use the WorkObject parameter in order to pass work-item tracking data from one agent to another, such as when a call is transferred or made as a conference call.

Example: An agent receives a call and creates the activity record for it. When this agent transfers the call to a second agent, the second agent will want access to the same activity record. For the first agent's session, the row ID of the activity record is encoded, and the call is transferred. If the WorkObject parameter is defined appropriately, the second agent can continue tracking the call-activity record.

Format values for this parameter as follows:

bus_obj_name;bus_comp_name;row_ID

For activity records, Action is the name of the business object and the name of the business component.

Whether you require the WorkObject parameter, and how you define the parameter, depend on your communications system and driver.

For example, with Aspect middleware, if variable E is used to store the row ID, define WorkObject as follows:

Action;Action;{E}

Whether this parameter definition works as intended depends on whether the communications driver expects to receive data in this form to pass to the receiving agent.