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About Events and Commands

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You can customize the way Siebel Communications Server operates for functions supported by the Communications Session Manager server component:

You can customize the way Communications Server handles events received from the communications system, such as your CTI middleware.

Examples of events are when an inbound work item such as a voice call or email message is routed to an agent, when the agent accepts an inbound work item, when an agent completes a conference call, and so on.

You can customize commands that are to be sent from Communications Server to the external communications system, or that are to invoke some other function.

Examples of commands are when an agent accepts an inbound work item, initiates an outbound work item, transfers a work item, and so on.

You can customize event or command definitions—for example, to attach different types of data to incoming, outgoing, or transferred communications work items.

For an overview of communications configuration data, see About Communications Configuration Data.

For information about how to use the Communications Administration views to modify events and commands, see Defining Communications Commands and Defining Communications Events.

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