Siebel CTI Administration Guide > Configuring Events and Commands > Event Handlers >

Handling an Inbound Call Received by an Agent

Communications events provide the following general options for handling device events for calls received by an agent. Such an inbound call can employ events like call incoming or event ringing, or call connected or event established, as defined for a communications system employing CTI.

The following list describes the options for handling device events:

• Handle when call connected after agent answers (default). In this scenario, the agent answers the call, triggering the event handler.

  The phone rings. The agent clicks Accept Work Item. The call connected or event established type of event is received. This event triggers handling such as to perform a query to generate a screen pop. In this case, an agent's work is not interrupted by an unexpected screen pop.

• Handle immediately, when phone rings. In this scenario, the phone rings, triggering the event handler (before the agent answers the call).

  The phone rings. The call incoming or event ringing type of event is received. The event triggers handling such as to perform a query to generate a screen pop. The agent clicks Accept Work Item, then the connection is established. In this case, an agent's work might be interrupted by a screen pop when the phone rings, without any notifications or confirmations.

NOTE:  If the user has modified the current record, then this record is automatically committed anytime an agent clicks a button on the communications toolbar or anytime a screen pop is triggered. If the user has not provided values for all required fields, then a pop-up window prompts the user to provide the values to complete the record.

The Siebel sample communications configurations provide examples of some of these scenarios. You can implement other screen-pop behavior using Siebel VB or Siebel eScript.

Example of Using Event Handler to Handle Inbound Call

Here is an example event handler, named InboundCallReceived, that is based on the default inbound call screen-pop scenario previously described in the scenario Handle when call is connected after agent answers. For this event handler:

• Set the Order field to 0 to make sure it takes priority over any other event handlers that might otherwise match.
• Set the Device Event field to event_name, where event_name corresponds to an event such as the agent clicking Accept Work Item.
• Include the following event handler parameter:

  Filter.ANI = "*"

The example event handler is associated with an event response OnInboundCallReceived. Because the Order field is set to 0, this event handler is checked first for any event received where the device event is as specified. The event handler filters the event data field ANI. If this field exists, then the event matches and invokes the event response OnInboundCallReceived.

To handle a call-incoming or event-ringing type of event without waiting for the agent to click Accept Work Item, you can create a similar event handler that triggers immediately when a suitable event occurs. You might name such an event handler ImmediateRingingHandler and invoke a similarly named response.