Siebel Communications Server Administration Guide > Configuring Advanced Communications Features > Configuring Remote Transfers and Conferences >
Using Macros to Identify Remote Call Centers
This section describes how you can use parameters to obtain a call center configuration name. In the communications configurations for San Mateo and Emeryville, you add a command parameter like one of the examples below to the command data definition for any applicable commands—such as commands used for initiating a call transfer or conference call to another call center. The command data parameter Param.RemoteConnectStr can include one of two related macros in its parameter value in order to obtain the desired configuration name:
- $RemoteConnectStr. This macro derives the name of a remote call center's communications configuration, using the agent's extension number as a parameter. Table 35 shows examples:
Table 35. $RemoteConnectStr Examples
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Param.RemoteConnectStr |
[$RemoteConnectStr(@Phone)] |
Param.RemoteConnectStr |
{$RemoteConnectStr(Owner Phone:Lookup)} |
For more information, see Macros for Parameter Values.
- $RemoteConnectStr2. This macro derives the name of a remote call center's communications configuration, using the agent's employee ID as a parameter.
For example, where the Employee business object and business component are specified, the parameter definition uses the business component field Id to get the name of the configuration. Table 36 shows an example:
Table 36. $RemoteConnectStr2 Example
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Param.RemoteConnectStr |
[$RemoteConnectStr2(Id)] |
Example Command Using $RemoteConnectStr
The example command and command data definitions shown in Table 37 and Table 38, using the $RemoteConnectStr macro, use the Owner Phone field in the Service Request business component to determine which call center has the phone number. In this example, the Param.RemoteConnectStr command parameter gets the extension number for the call recipient by macro-expanding Owner Phone:Lookup. The Siebel application looks up which configuration has this extension and returns the name of the call center with this extension.
Table 37. Command: BlindTransferToSROwner
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Description |
Blind Transfer to Service Request Owner |
DeviceCommand |
TransferMute |
Hidden |
TRUE |
Table 38. Command Data: BlindTransferToSROwner
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BusComp |
Service Request |
RequiredField.'Owner Phone' |
?* |
Param.PhoneNumber |
{Owner Phone:Lookup} |
AttachContext |
TRUE |
Param.CallNotifyText |
Blind transfer from {@UserName} about SR {Id}... |
Param.RemoteConnectStr |
{$RemoteConnectStr(Owner Phone:Lookup)} (In this example, Owner Phone is a field from the Service Request business component.) |
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