|
Siebel CTI Administration Guide > Using the Virtual CTI Driver >
Virtual CTI Driver Events
Table 52 describes the events that the Virtual CTI driver supports. This topic also includes Details for the InteractionMessage Event.
Table 52. Virtual CTI Driver Events
|
|
AgentMessage |
Includes basic information about the agent, such as agent status, login, and logout. Values for the parameter MsgType represent different types of agent messages, as follows: TYPE_SESSION_CHANGE. Agent session change TYPE_LOGIN_SUCCESS. Agent has successfully logged in TYPE_LOGIN_AGAIN. Agent should log in again TYPE_LOGOUT_BY_SUPERVISOR. Agent is logged out by the supervisor TYPE_LOGOUT_BY_SECOND_LOGIN. Agent is logged out by a second log in TYPE_STATUS. A change in the agent's status TYPE_CONFERENCE. A change in the agent's conference status TYPE_PREDICTIVE. A change in the agent's predictive status TYPE_LBROADCAST_MESSAGE. Agent received a broadcast message TYPE_AGENTS_STATUS. Agent received status information on all other agents |
CustomMessage |
A custom message used for sending and receiving driver specific messages, for example, sending bookmark data for a screen transfer. This event type is not used for event handlers. |
DataMessage |
This event type is not used for event handlers. |
ErrorMessage |
An error-related message from Oracle Contact On Demand, such as an error code and an error message to be displayed. This event type is not used for event handlers. |
InteractionMessage |
Includes basic information about the interaction, such as the new, active, or end interaction type and chat messages. For more information about how the InteractionMessage event is used, see Details for the InteractionMessage Event. |
PhoneMessage |
A phone terminal handling message, such as on hook, off hook, or mute. This event type is not generally used for event handlers, but one example is provided. The value LINE_TYPE for the parameter MsgType represents a change in the phone status. Values for the parameter LineState represent different types of phone messages, as follows: STATE_UNKNOWN. Unknown phone status STATE_MUTED. Phone is at mute status STATE_NOT_MUTED. Phone is not a mute status STATE_OFF_HOOK. Phone is off hook STATE_ON_HOOK. Phone is on hook STATE_RINGING. Phone is ringing STATE_TALKING. The phone is connected and the agent is talking A partial example using STATE_TALKING is as follows: [EventHandler:PhoneOnTalk]
Filter.MsgType = "TYPE_LINE"
Filter.LineState = "STATE_TALKING"
DeviceEvent = "PhoneMessage"
Response = "PhoneOnTalk" [EventResponse:PhoneOnTalk]
... |
StatisticMessage |
A statistical message, such as agent statistics. This event type is not used for event handlers. |
Details for the InteractionMessage Event
This topic provides additional details about the InteractionMessage event. MsgType Parameter for InteractionMessage
Values for the parameter MsgType represent different types of interaction messages (for the InteractionMessage event), as described in Table 53.
Table 53. MsgType Parameter for InteractionMessage Event
|
|
TYPE_NEW |
A new interaction message was received, but has not yet been accepted. |
TYPE_END |
The interaction was ended. |
TYPE_STATE |
A change in the interaction state. |
TYPE_CHAT_MESSAGE |
A new chat message was received for an interaction. |
TYPE_SMART_RESPONSE |
A new smart chat response was received for an interaction. |
TYPE_WRAPUP |
A wrap-up period started for an interaction. |
TYPE_CHAT_TRANSFER |
A chat transfer message was received for an interaction. |
TYPE_PUSH_URL |
A push URL message was received for an interaction of the chat type. |
TYPE_INTERACTION_STATE_SYNCHRONIZATION |
A message was received regarding synchronization of interaction states. |
Channel Parameter for InteractionMessage
Values for the parameter Channel represent different channels for interaction messages, as described in Table 54.
Table 54. Channel Parameter for InteractionMessage Event
|
|
Phone |
Workgroup call |
Chat |
Workgroup chat |
Email |
Workgroup email |
Fax |
Workgroup fax |
Callback |
Workgroup callback |
WebCallback |
Workgroup Web callback |
VoiceMail |
Workgroup voicemail |
PredictiveCall |
Predictive call |
PreviewCall |
Preview call |
InboundExtension |
Inbound extension |
OutboundExtension |
Outbound extension |
InboundCall |
Inbound call |
OutboundCall |
Outbound call |
DirectChat |
Outbound chat |
OutboundEmail |
Outbound email |
Unknown |
Unknown interaction type |
InboundCall Parameter for InteractionMessage
Values for the parameter InboundCall represent whether the interaction message is inbound or outbound, as described in Table 55.
Table 55. InboundCall Parameter for InteractionMessage Event
|
|
0 |
An outbound interaction |
1 |
An inbound interaction |
SiebelCall Parameter for InteractionMessage
Values for the parameter SiebelCall represent whether or not the interaction message is between agents using Siebel CTI and the Virtual CTI driver, as described in Table 56.
Table 56. SiebelCall Parameter for InteractionMessage Event
|
|
0 |
A regular call from or to an external customer |
1 |
An interaction between agents using Siebel CTI and the Virtual CTI driver |
SecondaryOperation Parameter for InteractionMessage
Values for the parameter SecondaryOperation represent whether or not the interaction message is in the middle of a transfer, as described in Table 57.
Table 57. SecondaryOperation Parameter for InteractionMessage Event
|
|
0 |
A regular call (not from another agent using Siebel CTI and the Virtual CTI driver) that is in the middle of a transfer |
1 |
All other types of calls |
CallConnected Parameter for InteractionMessage
The value 1 for the parameter CallConnected indicates that the new call (interaction message) has been accepted by the agent. State Parameter for InteractionMessage
Values for the parameter State represent the state of the interaction message, as described in Table 58.
Table 58. State Parameter for InteractionMessage Event
|
|
STATE_UNKNOWN |
An unknown interaction state |
STATE_NEW |
A new interaction |
STATE_HOLD |
The interaction is on hold |
STATE_VOICEMAIL |
The interaction is in voicemail |
STATE_ACTIVE |
The interaction is active |
STATE_CONFERENCE |
The interaction is in conference |
STATE_DISCONNECT |
The interaction is disconnected or has ended |
STATE_RECORDING_STARTED |
Recording was started on the interaction |
STATE_RECORDING_STOPPED |
Recording was stopped on the interaction |
Example Event Handlers for InteractionMessage
Using the various parameters described earlier for the InteractionMessage event, many different kinds of events can be handled. See the following examples for some common event handlers. NOTE: Many other kinds of event data can be used for an event handler, such as priority, WorkgroupID, ANI, DNIS, and so on. All such data comes from Oracle Contact On Demand. For more information about events that might be received, check the driver log file and see documentation for Oracle Contact On Demand on Oracle Technology Network. See also Table 52.
New Inbound Phone Call from an Oracle Contact On Demand Workgroup Arrives
[EventHandler:NewInboundCallFromCOD]
Filter.MsgType = "TYPE_NEW"
Filter.Channel = "Phone"
Filter.InboundCall = "1"
Filter.SecondaryOperation = "1"
Filter.SiebelCall = "0"
DeviceEvent = "InteractionMessage"
Response = "NewInboundCallFromCOD"
[EventResponse:NewInboundCallFromCOD]
...
New Internal Phone Call from Another Agent Arrives
[EventHandler:NewInsideCallFromCOD]
Filter.MsgType = "TYPE_NEW"
Filter.Channel = "Phone"
Filter.InboundCall = "1"
Filter.SecondaryOperation = "1"
Filter.SiebelCall = "1"
DeviceEvent = "InteractionMessage"
Response = "NewInsideCallFromCOD"
[EventResponse:NewInsideCallFromCOD]
...
New Inbound Phone Call Is Connected
[EventHandler:InboundCallAccepted]
Filter.CallConnected = "1"
Filter.Channel = "Phone"
Filter.InboundCall = "1"
Filter.SecondaryOperation = "1"
DeviceEvent = "InteractionMessage"
Response = "InboundCallAccepted"
[EventResponse:InboundCallAccepted]
...
Connected Phone Call Has Been Put on Hold
[EventHandler:InteractionOnHold]
Filter.MsgType = "TYPE_STATE"
Filter.State = "STATE_HOLD"
Filter.Channel = "Phone"
DeviceEvent = "InteractionMessage"
Response = "InteractionOnHold"
[EventResponse:InteractionOnHold]
...
Connected Phone Call Has Returned to Active Status
[EventHandler:InteractionResumed]
Filter.MsgType = "TYPE_STATE"
Filter.State = "STATE_ACTIVE"
FilterSpec = "[CallConnected] IS NULL"
Filter.Channel = "Phone"
DeviceEvent = "InteractionMessage"
Response = "InteractionResumed"
[EventResponse:InteractionResumed]
...
Phone Call Has Been Released
[EventHandler:InteractionEnd]
Filter.MsgType = "TYPE_END"
Filter.Channel = "Phone"
DeviceEvent = "InteractionMessage"
Response = "InteractionEnd"
[EventResponse:InteractionEnd]
...
| 
