AcceptReject

Boolean

—

Indicates whether the command is for prompting the agent to accept or reject a work item. Set to TRUE for such a command.

Execution of the device command is subject to the Accept/Reject dialog box and subject to the agent's choices. If AcceptReject is TRUE, then this dialog box displays, with the title specified by the ARTitle parameter. The work item matches the definition of the ARWorkItemID parameter:

• If the agent accepts the work item, then the device command for this command can be executed.
• If the agent rejects the work item, then the command specified by the AROnRejectCmd parameter is executed.

   

AllViews

Boolean

—

Parameter that, when set to FALSE, disables the command on all views other than those specified using the View parameter.

The default is TRUE.

AROnRejectCmd

Char

—

Specifies the name of a command to be executed if the agent chooses to reject the work item.

For example:

AROnRejectCmd="OnEmailWorkItemRejected"

ARTitle

Char

—

Provides text to be presented to the agent when the agent is prompted to accept or reject the work item.

For example, for a command used for the accept/reject case for email work items, the parameter could be defined as follows:

ARTitle="Would You Like to Accept This Email Work Item?"

ARWorkItemID

Char

Y

Defines the ID of the work item to be accepted or rejected.

For example, the parameter might be defined as follows:

ARWorkItemID="{$InboundWorkItem(Email, WorkItemID)}"

CmdChannel
OnFocus

Boolean

—

Specifies whether the command can only be enabled when the work item with the focus has the same channel as the device command for this command.

In other words, if CmdChannelOnFocus is TRUE, the current work item is of a particular channel, and the device command is valid for a work item of this channel, then this command can be enabled. Otherwise, the command is disabled.

For example, the command will be disabled if all of the following are true:

• This parameter is set to TRUE.
• The device command for this command is "HoldCall" (command is for Voice channel).
• The work item that currently has the focus (that is, the current item displayed in the Work Items list in the communications toolbar) is for a channel other than Voice.

An equivalent way to filter the command is to define the FilterSpec parameter as follows:

FilterSpec=[@SelectedWorkItem:ChannelType]='Voice'"

CmdData

Char

—

The command data definition name that describes parameter generation for this command to be passed to a device command (or to a business service method, for example).

This parameter can be empty if the device command does not require any parameters from a command data parameters, or if no device command is specified.

For more information, see Command Data.

NOTE:  Do not specify this parameter as a command parameter. Rather, specify a command data definition for the command directly, using the Administration - Communications screen. This parameter is used in .DEF files that you export to or import from.

Description

Char

Y

Description string for the command.

This string appears in the ToolTip area when the user points to a communications toolbar button for this command.

For more information, see About Communications Toolbar Configuration and Configuring Communications Menu Commands.

DeviceCommand

Char

—

The device command executed when this communications command is executed.

Device commands that are executed by the communications driver are specific to particular communications systems. See the commands table for the relevant driver in Using Siebel CTI Connect.

Device commands based on special commands are not executed by a communications driver. For more information, see Special Commands for Device Commands.

ExecuteAll

Boolean

—

Default value is False. If you set ExecuteAll to True, do not set ExecUntilOK to True.

When used within a group command (containing subcommands), specifies that all subcommands can be executed.

For example, if autologin is in effect, and a default login command such as SignOnGroup is specified using the configuration parameter AutoLoginCmd, all of this group command's subcommands executes when the agent starts the Siebel session.

In this example, the agent is logged in to all applicable communications systems.

See also Hierarchical Commands (Commands and Subcommands) and Configuring Communications Log In and Log Out.

ExecUntilOK

Boolean

—

Default value is False. If you set ExecUntilOK to True, do not set ExecuteAll to True.

When used within a group command (containing subcommands), specifies that each subcommand will execute in sequence until one of them succeeds. If a subcommand fails to execute, the next subcommand executes.

See also Hierarchical Commands (Commands and Subcommands).

FilterSpec

Char

Y

Filter that supports simple or complex queries.

Filter results are evaluated using a compound predicate that can include standard query operators to determine if the command matches.

FilterSpec queries use standard comparison operators, including:

=
LIKE
AND
OR
EXISTS
>
<
>=
<=

Alternatively, FilterSpec can operate on the work item represented by the macro @SelectedWorkItem. For example, the following parameter definition matches voice work items:

FilterSpec="[@SelectedWorkItem:ChannelType]='Voice'"

See also the descriptions for the FilterSpec event handler parameter and the QuerySpec event response parameter.

Hidden

Boolean

—

Parameter that, when set to TRUE, hides the command from the Communications submenu. This command is typically set to TRUE for commands to appear only in the communications toolbar, or for commands that will not appear in the user interface.

Set this parameter to FALSE (the default) or omit the parameter in order for the command to appear in the Communications submenu. Use the Description, HotKey, MenuPosition, and Title parameters to specify additional settings relevant to the command's appearance in the Communications submenu.

For more information, see About Communications Toolbar Configuration and Configuring Communications Menu Commands.

HotKey

Char

—

Keyboard shortcut to assign to this command, for use in the Communications submenu.

This can be a combination of CTRL, ALT, or SHIFT and one of the keyboard letter or function keys—or just a single letter or function key.

For example, valid values for the HotKey parameter may include F12, CTRL+SHIFT+F, and so on.

Keyboard shortcuts defined for communications commands do not use as input any data entered into the text entry field in the communications toolbar.

NOTE:  If you specify keyboard shortcuts, using the HotKey parameter, that conflict with keyboard shortcuts (accelerators) specified for commands in Siebel Tools, these shortcuts will take precedence over the shortcuts from Siebel Tools for the agent's session.

For more information, see Configuring Communications Menu Commands.

HotKeyText

Char

—

Specifies locale-dependent text to represent the keyboard accelerator for the command's menu item. The keyboard accelerator itself is specified using the HotKey parameter. This locale-dependent text appears in the Communications submenu.

If HotKeyText is not used, the text specified in HotKey is used instead.

For more information, see Configuring Communications Menu Commands.

IndicateActiveCmd

Boolean

—

Parameter that, when set to TRUE, specifies whether the toolbar button for this command should display the correct channel-specific icon for the device command for the active subcommand.

This parameter is used in group commands containing subcommands for multiple channels—such as the AcceptWorkGroup command, for the Accept Work Item toolbar button.

For example, if the active work item is a voice call, then the AcceptCallGroup subcommand is active, for which the device command is AnswerCall (for Siebel CTI Connect), or an equivalent command for your CTI middleware. The Accept Work Item button will display the phone-type icon in this case.

The default is FALSE.

LocalMenu

Boolean

—

Parameter that, when set to TRUE, enables this command so it appears in the context-sensitive applet-level menu.

This feature lets you, for example, define an applet-level menu item called Call Contact that can be invoked when working with contact records.

The default is FALSE.

For more information, see Configuring Communications Menu Commands.

MenuPosition

Char

—

Parameter setting that determines the order in which the command will appear in the Communications submenu or in the applet-level menu. Commands appear in ascending order with respect to the MenuPosition values: those with lower MenuPosition values will appear above those with higher MenuPosition values.

Values for the MenuPosition parameter can also specify additional menu command levels, within the Communications submenu of the Tools application-level menu. The applet-level menu commands, however, are all on a single level.

For example, assume the SignOnGroupInMenu command (with Title parameter value "Log In") has a MenuPosition value of 20. This group command appears in the Communications submenu, below any items with lower number, and in turn has subcommands representing submenu items.

The subcommand LoginToPBX has values of 20.1, 20.2, and 20.3—specifying that it appears as submenu items to SignOnGroupInMenu. LoginToPBX (with Title parameter value "Log In (Phone)") would be available to agents at the following path in the application-level menu:

Tools > Communications > Log In > Log In (Phone)

For more information, see Configuring Communications Menu Commands.

MultiActiveCmdIcon

Char

—

Specifies the name of the icon file to use for the toolbar button, such as the Accept Work Item button, if multiple work items have arrived, such as a phone call and an email message.

For example, the parameter can be defined as follows:

MultiActiveCmdIcon="misc_work.gif"

For more information about toolbar button configuration, see About Communications Toolbar Configuration.

For more information about icon files associated with communications drivers, see Icon Files for Interactive Communications Drivers.

OnEditControl

Boolean

—

Parameter that, when set to TRUE, means that the command requires that the edit field in the communications toolbar has the focus and contains data.

The default is FALSE.

Profile

Char

—

Name of the communications driver profile that supports the device command associated with this command.

If a profile is associated with the command, then the command can only be sent to the communications driver for that profile. See also Creating Commands.

NOTE:  Do not specify this parameter as a command parameter. Rather, specify the profile for the command directly, using the Administration - Communications screen. This parameter is used in .DEF files that you export to or import from.

Script

Char

—

Siebel VB or Siebel eScript script name to invoke (if specified). Parameters are passed using the ScriptParam parameter for the associated command data definition.

For more information about using Siebel VB or Siebel eScript, see Integrating with Siebel Scripting Languages.

ServiceMethod

Char

—

The name of a Siebel business service and method to be called. The service and method are specified in the form service.method.

Optionally, you can use the ServiceParam parameter for the associated command data definition to provide parameter names and values to pass to the method to be called.

For more information, see Using Business Services with Communications Server.

SubCommand_N

Multi

—

The name of a command that is specified as a subcommand for the current command.

The commands may appear to an agent as one command because only one of them is active at any point, depending on the Siebel context and the specified Order values for the subcommands. Alternatively, all subcommands can execute, if the ExecuteAll parameter is set to TRUE.

In a .DEF file (the only place this parameter appears), the suffix N represents the order value for the subcommand.

For example, a call-transfer command could be either to transfer to an employee or to transfer to a service request owner, depending on the current business component.

The commands that are invoked from the communications toolbar and the Communications submenu often invoke other commands, which are specified as subcommands.

NOTE:  Do not specify this parameter as a command parameter. Rather, specify subcommands for the command directly, using the Administration - Communications screen. This parameter is used in .DEF files that you export to or import from.

Title

Char

—

Name of the Communications submenu item associated with this command.

If no Title parameter is specified, the name of the device command serves as the menu item name.

For more information, see Configuring Communications Menu Commands.

View

Multi

—

Names of the views where this command is enabled if the AllViews parameter value is FALSE.