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Event Responses

Event responses in the communications configuration data specify how the Siebel client will associate response actions with an event. Each event handler specifies a response that corresponds to an event response. The same event response can be initiated by different event handlers.

NOTE:  Each event log specified in a single event response must be unique. When you associate event logs with an event response in the Siebel client, the user interface prevents you from associating the same event log more than once. For example, if you have already associated the event log OutboundActivityContactCall, using type Log, you will not be able to associate the same event log using another Log Type, such as SingleLog. If you create .def files to import, do not specify, within an event response definition, multiple event log parameters that specify the same value. If you do so, an error will be generated when you attempt to import this configuration data.

Event Response Process Overview

In executing the event response, Siebel Communications Server performs the actions described below. For more information about the parameters mentioned here, see Table 14.

1. If a Siebel business service method name is specified, such as to update the customer dashboard, that method is invoked.

   If the method does not return the required result, such as a value of TRUE (1) for the output argument Continue, the response will stop executing. If an event log of type Log is specified, that event log is processed. Go to Step 13.

   The business service method can also alter the event data fields that were associated with the work item, such as to add new fields.

2. If a Siebel VB or Siebel eScript script name is specified, that script is invoked.

   If the script does not return the required result, such as Continue, the response will stop executing. If an event log of type Log is specified, that event log is processed. Go to Step 13.

   For more information about invoking a Siebel VB or Siebel eScript script from an event response, see Integrating with Siebel Scripting Languages and see the descriptions for the Script and ScriptParam parameters in Table 14.

3. If a communications command is specified, the command is executed.
4. If the UseCtxData parameter is defined and set to TRUE, Communications Server checks to determine if the event has screen context data attached.

   If screen context data is available, the corresponding screen and view are displayed. This behavior is applicable only for screen pops and screen transfers. (In addition, the Thread Applet and Thread Field properties must be set for the view in order to support screen pops and screen transfers.)

   If an event log of type ContextLog is specified, that event log is processed. If ContextLog is not specified, but an event log of type Log is specified, that event log is processed. Go to Step 13.

5. If the QueryBusObj, QueryBusComp, and QuerySpec parameters are defined, then the query specified by QuerySpec is macro-expanded and executed. If these parameters are not defined, go to Step 9; otherwise, go to Step 6.

   Step 7 and Step 8 define the views upon which this query will be displayed.

6. If there is only one row in the query result from QuerySpec, and if the QueryBusComp2 and QuerySpec2 parameters are defined, then the query specified by QuerySpec2 is macro-expanded and executed. If these parameters are not defined, go to Step 9; otherwise, go to Step 7.
7. If there is only one row in the query result from QuerySpec, then that row is displayed in the view specified by the SingleView parameter. Any field specified by SingleField is populated with data defined in the parameter value. Go to Step 9.
8. If there are several rows in the query result from QuerySpec, then those rows are displayed in the view specified by the MultiView parameter. Go to Step 9.
9. If the OpenView parameter is specified, then the view is displayed that is specified by OpenView. Go to Step 10.
10. If the AddBusComp, AddBusObj, AddRecordView, AddRecordApplet, and AddField parameters are defined, then the view is displayed that is specified by AddRecordView.

    A new record is created in the applet specified by AddRecordApplet. Any field specified by AddField is populated with data defined in the parameter value. The record is not committed. Go to Step 13.

11. If a Siebel SmartScript script name or other data is specified to be passed to Siebel SmartScript, that SmartScript is invoked.

    For more information about invoking a SmartScript from an event response, see Integrating with Siebel SmartScript and see the description for the SmartScript parameter in Table 14.

12. If the FindDialog and FindField parameters are defined, the Search Center appears, populated with search criteria, and the search is executed.
13. If an event log is associated with this event response, then a log record is created using the object defined in the event log—for example, an activity record.

    Multiple event logs can be associated, one of which matches, depending on how the event response executed. For example:

    • If UseCtxData is invoked, as in Step 4, a ContextLog log can be created.
    • If SingleView is invoked, as in Step 7, a SingleLog log can be created.
    • If MultiView is invoked, as in Step 8, a MultiLog log can be created.
    • If AddBusComp, AddBusObj, AddRecordView, AddRecordApplet, and AddField are invoked, as in Step 10, an AddLog log can be created.
    • If FindDialog is invoked, as in Step 12, a FindLog log can be created.
    • Otherwise, a log can be created as specified by Log.

      For more information about event logs, see Event Logs.