Bookshelf v7.5: User-interactive Email Events

Siebel Communications Server Administration Guide > Using Email, Fax, and Other Systems > Supporting Email Interactivity >

User-interactive Email Events

Table 80 lists and describes User-interactive Email events that Siebel Communications Server may receive. Events listed may be referenced as device events in communications configurations with which profiles for the User-interactive Email driver are associated.

Table 80. User-interactive Email Events
Event Name	Description
EventEmailWorkArrived	A new email work item has arrived, having been delivered by Siebel Universal Queuing.
EventEmailWorkReleased	The agent has released an email work item.
EventEmailWorkResumed	The agent has resumed an email work item.
EventEmailWorkRevoked	An email work item has been revoked by Siebel Universal Queuing.
EventEmailWorkStarted	The agent has accepted an email work item and the work item is now active.
EventEmailWorkSuspended	The agent has suspended an email work item.

User-interactive Email Event Data

The attributes received with an email event are determined by the workflow process for Siebel eMail Response. The workflow can be extended to pass other attributes to Siebel Universal Queuing, which in turn passes them to the agent's communications toolbar as event attributes. The following attributes must be passed to the workflow process for submission to Siebel Universal Queueing:

LongDescription. The detailed description of the work item. This attribute is used in the Accept/Reject dialog box, where the descriptive information is displayed in order for the agent to decide whether to accept or reject the work item.

ShortDescription. The brief description of the work item. This attribute is used in the Work Items list in the communications toolbar. For example, after an agent accepts an email work item, the Work Items list uses text from this attribute to identify an email. For example, the attribute value might be a phrase like:

Email from sender_name@company_name.com

ChannelAddress. This attribute stores applicable channel information for the work item that is intended to be displayed in the Channel Target Address field in the All Channel Items view (in the Communications Administration screen). The email address the work item was sent to may be stored using an attribute value like:

support@company_name.com

The fixed work item attributes received for any work item are described in Work Item Attributes.