@Associate

bus_comp_field

Updates a work item's tracking object. This object is specified using the event logging feature and the AfterWork event log parameter.

NOTE:  In order for a command to be enabled that is based on the @Associate special command, all applicable event log definitions must include the AfterWork parameter.

AfterWork.'ACD Call Duration'="{@WorkDuration}"

For more information about the AfterWork parameter, see Event Logs.

To associate the tracking object to an account record, for example, the associated command data definition would include parameters like these, to specify the business component and field:

BusComp ="Account"
Param."Account Id"="{Id}"

Parameter names enclosed in single or double quotes, as shown for Param."Account Id" above, are interpreted as field names. Values for such a parameter—enclosed in quotes on the right—are interpreted as field values, for which macro-expansion is supported.

(The quotes enclosing the parameter values in this example are not part of the parameter values.)

The @Associate command always operates on the selected work item. This is the work item that has the current focus—which an agent has selected from the Work Items list in the communications toolbar.

For more information about event logging, see Event Logs.

@CreatePopupFrame

*AppletMode

*Dimension

*PageURL

Causes the browser to display a window in which to display content.

The browser window content can be filled in as appropriate for a specified URL, based on what you specify for the PageURL parameter. Alternatively, it can display an applet.

For example, a command definition using @CreatePopupFrame as the device command could have an associated command data definition that provides a URL to be displayed in the window—for example:

Param.PageURL="http://www.siebel.com"

The URL can also be specified without the prefix "http://", if the URL begins with "www.".

A third-party company integrating with Siebel applications can use this method to open a new browser window and connect to its own Web server for integration purposes.

In order to display an applet, the command data for a command using @CreatePopupFrame should include the following parameters:

Param.AppletMode="mode_name"
SelectParam="TRUE"
SelectApplet="applet_name"

where mode_name is either Edit or Base (use Edit for form applets and Base for list applets), and applet_name is the applet name in Siebel Tools. Base is the default value for AppletMode.

The browser window dimensions can be specified using the Dimension parameter. For example, the following parameter creates a window with dimensions 500 x 300 pixels:

Param.Dimension="500x300"

If the Dimension parameter is not defined, the dimensions are determined by the applet specified using SelectApplet, or by the browser.

@InvokeSWECommand

SWECommand

Invokes a command on the Siebel Web Engine (SWE). The SWE command is specified using the SWECommand parameter.

For example, for the command SendFaxGroup, which uses @InvokeSWECommand as the device command, this command data parameter is defined:

Param.SWECommand="Send Fax (SWE)"

All of the Send commands (Send Email, Send Fax, Send Wireless Message, and Send Page) are invoked using @InvokeSWECommand.

@OpenView

View

Navigates the Siebel application to the specified view.

In the command data definition, specify the view name as defined in Siebel Tools—for example:

Param.View="Service Contact Detail View"

@UpdateRecord

bus_comp_field

Updates a database record for the current business component. For example, if the current view is based on the Service Request business component, you can change a status-related field for this business component.

In the command data definition, specify parameters based on what business component field to update and what values the field supports. For example:

BusComp="Service Request"

Param.'Status'="Pending"

@UQAbortWorkItem

WorkItemID

Notifies Siebel Universal Queuing that the work item that was assigned to the agent has been aborted.

For example, for a routed voice call, if a calling customer hangs up before the agent answers, this command can be used to notify Siebel Universal Queuing of the outcome.

In the command data definition, specify the WorkItemID parameter as follows:

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@UQAcceptWorkItem

WorkItemID

Notifies Siebel Universal Queuing that the agent has accepted the work item that was assigned to the agent.

In the command data definition, specify the WorkItemID parameter as follows:

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@UQAddWorkItem

MediaType

WorkItemID

*workitem_attr1

*workitem_attr2...

Requests Siebel Universal Queuing to create a new work item, typically a nonreal-time work item such as a service request.

In the command data definition, you can specify the MediaType parameter as follows, for example:

Param.MediaType="Service Request"

The language-independent strings that you use to represent the channel in the value for MediaType are from the List of Values type COMM_MEDIA_TYPE (where Parent LIC is set to "UQ"). Default channels include "Activity" and "Service Request".

In the command data definition, specify the WorkItemID parameter. For example:

Param.WorkItemID="{Id}"

Additional work item attributes can be specified by the administrator to be passed to Siebel Universal Queuing. For example, define parameters like this:

Param.MyWorkItemAttr1="{MyField1}"

Param.MyWorkItemAttr2="{MyField2}"

@UQAgentAvailable

*MediaType

Notifies Siebel Universal Queuing that the agent is available for any or all supported channels.

• When specified without the MediaType parameter, notifies Siebel Universal Queuing that the agent is available for all channels.
• When specified with MediaType, notifies Siebel Universal Queuing that the agent is available for the channel specified using the MediaType parameter.

The language-independent strings that you use to represent the channel in the value for MediaType are from the List of Values type COMM_MEDIA_TYPE (where Parent LIC is set to "COMMON"). Default channels include Email and Voice.

In the command data definition, you can specify the MediaType parameter as follows, for example:

Param.MediaType="Email"

@UQAgentChange
ReadyState

*Reason

Toggles the Ready/Not Ready state for a specified channel. Optionally, a business component field can be specified from which a reason code is obtained at runtime.

This special command must be specified with an attribute value representing a communications channel, as follows:

@UQAgentChangeReadyState(channel)

The language-independent strings that you use to represent the channel are from the List of Values type COMM_MEDIA_TYPE (where Parent LIC is set to "COMMON"). Default channels include Email and Voice.

The channels you can specify are those for the drivers whose profiles are associated with the communications configuration for the agent.

In the command data definition, you can specify the Reason parameter as follows:

Param.Reason="[reason_code]"

where reason_code represents a business component field.

@UQAgentInitAuxWork

*MediaType

*Reason

Notifies Siebel Universal Queuing that the agent is unavailable for any or all supported channels, in order to perform auxiliary work. Optionally, a business component field can be specified from which a reason code is obtained at runtime.

• When specified without the MediaType parameter, notifies Siebel Universal Queuing that the agent is unavailable for all channels.
• When specified with MediaType, notifies Siebel Universal Queuing that the agent is unavailable for the channel specified using the MediaType parameter.

The language-independent strings that you use to represent the channel in the value for MediaType are from the List of Values type COMM_MEDIA_TYPE (where Parent LIC is set to "COMMON"). Default channels include Email and Voice.

In the command data definition, you can specify the parameters as follows, for example:

Param.MediaType="Email"

Param.Reason="[reason_code]"

where reason_code represents a business component field.

@UQAgentLogon

Logs the agent into Siebel Universal Queuing.

@UQAgentLogout

Logs the agent out of Siebel Universal Queuing.

@UQAgentSignOnOff

Toggles the login/logout state of the agent for Siebel Universal Queuing.

You can use this command to configure a toolbar button that will toggle the agent's login/logout state.

Internally, this command invokes either @UQAgentLogin or @UQAgentLogout, according to whether the agent is currently logged off or logged on, respectively.

@UQBlindTransfer
WorkItemToAgent

AgentLogin

WorkItemID

Performs a blind transfer of the current work item to another agent.

In the command definition, the FilterSpec parameter could be used as follows, to make sure a command is only activated for a particular channel, such as email:

FilterSpec="[@SelectedWorkItem:ChannelType]=
'Email'"

In the command data definition, specify the AgentLogin and WorkItemID parameters as follows:

Param.AgentLogin="{Login Name}"

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@UQBlockAgent
Channel

AgentLogin

MediaType

Blocks a particular inbound communications channel for an agent. This special command supports the sequential assignment feature for Siebel Universal Queuing.

@UQCancelTransfer

WorkItemID

Cancels the transfer of a work item through Siebel Universal Queuing.

In the command data definition, specify the WorkItemID parameter as follows:

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@UQChangeAgent
MediaMode

AgentMediaMode

MediaType

Notifies Siebel Universal Queuing about the agent's availability and work mode.

The language-independent strings that you use to represent the channel in the value for MediaType are from the List of Values type COMM_MEDIA_TYPE (where Parent LIC is set to "COMMON"). Default channels include Email and Voice.

In the command data definition, you can specify the parameters as follows, for example:

Param.MediaType="Email"

Param.AgentMediaMode="N"

where N is either 1 or 2. These values are defined for the ChangeAgentMediaMode business service method for Siebel Universal Queuing.

@UQCompleteTransfer

WorkItemID

Completes the transfer of a work item through Siebel Universal Queuing.

In the command data definition, specify the WorkItemID parameter as follows:

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@UQComplete
WorkItem

WorkItemID

Notifies Siebel Universal Queuing that the agent has completed the assigned work item.

In the command data definition, specify the WorkItemID parameter as follows:

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@UQHoldWorkItem

WorkItemID

Notifies Siebel Universal Queuing that the agent has suspended the assigned work item.

In the command data definition, specify the WorkItemID parameter as follows:

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@UQInitTransfer

AgentLogin

WorkItemID

Initiates a transfer of a work item through Siebel Universal Queuing.

In the command data definition, specify the parameters as follows:

Param.AgentLogin="{Login Name}"

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@UQRejectWorkItem

WorkItemID

Notifies Siebel Universal Queuing that the agent has rejected the assigned work item.

In the command data definition, specify the WorkItemID parameter as follows:

Param.WorkItemID="{$GetInboundWorkItemAttr
(channel, UQWorkItemID)}"

where channel represents the channel type for the work item.

@UQTransfer

AgentLogin

TransferCmd

WorkItemID

Transfers a work item in two steps, through Siebel Universal Queuing.

This command invokes @UQInitTransfer, then invokes a specified transfer command, then invokes either @UQCompleteTransfer or @UQCancelTransfer.

For example, if the command in which @UQTransfer is specified matches based on channel type (such as email), then a specified transfer command for that channel can be invoked.

• If the specified transfer command is successful, then @UQCompleteTransfer is invoked and the work item is transferred.
• If the specified transfer command is not successful, then @UQCancelTransfer is invoked, and the work item is returned to the original agent.

In the command data definition, specify parameters as follows:

Param.AgentLogin="{Login Name}"

Param.TransferCmd="command_name"

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@UQTransferWorkItem
ToRoute

RouteID

WorkItemID

Transfers a work item to a route in Siebel Universal Queuing.

In the command data definition, specify parameters as follows:

Param.RouteID="[route_name]"

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

For information about values you can specify for RouteID, see Siebel Universal Queuing Administration Guide.

@UQUnBlockAgent
Channel

AgentLogin

MediaType

Unblocks (makes available) a particular inbound communications channel for an agent. This special command supports the sequential assignment feature for Siebel Universal Queuing.

@UQUnHoldWorkItem

WorkItemID

Notifies Siebel Universal Queuing that the agent has resumed the assigned work item.

In the command data definition, specify the WorkItemID parameter as follows:

Param.WorkItemID="{@SelectedWorkItem:
UQWorkItemID}"

@ViewWorkObject

View

Views a work-tracking object for a work item. Navigates to the view, such as a view in the Activities screen, where you can view the tracking object's record.

@ViewWorkObject can be invoked from a business service, but not directly from a script.

NOTE:  In order for a command to be enabled that is based on the @ViewWorkObject special command, all applicable event log definitions must include the AfterWork parameter.

AfterWork.'ACD Call Duration'="{@WorkDuration}"

For more information about the AfterWork parameter, see Event Logs.

A command data parameter with the name Param.View must exist and must contain the name of the view in which to view the tracking object. For example, if the tracking object is Action (for activities), then this record can be found in the view specified as follows:

Param.View="Activity Attachment View"

The @ViewWorkObject command always operates on the selected work item. This is the work item that has the current focus—which an agent has selected from the Work Items list in the communications toolbar.

NOTE:  Work-item duration is updated for the work-tracking object (such as an activity record) when a work item is released. This update may conflict with changes made by the agent. Consequently, an agent viewing a work-tracking record must save any changes before releasing the work item. To make changes after releasing the work item, the record must first be refreshed.