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Configuring Assignment Objects for Interactive Assignment

Interactive assignment allows users to invoke Assignment Manager immediately, view the list of assignees generated by Assignment Manager, and then override or confirm the assignees in the list. Users can invoke Interactive Assignment by clicking the appropriate object's form Menu button and choosing Assign. For example, you would choose the Assign option from the Menu button in the All Service Requests view (Navigate > Site Map > Service > Service Requests > Service Requests List, then choose All Service Requests from the view drop-down list).

When the user clicks on the Assign applet menu item in the Service Request form to assign the current service request, the Siebel client contacts the assignment server and creates a list of qualified employees sorted by descending scores. The list of qualified employees appears to the user in the Employees window. The user then selects an employee from the list to be the service request owner.

Alternatively, you can allow SmartScript to have Assignment Manager select the most qualified candidate from the list. In this case, a list of qualified employees does not appear in the Employees window, and the most qualified candidate is assigned.

The Service Request assignment object is configured for Interactive Assignment by default. You can use Siebel Tools to configure Interactive Assignment for other assignment objects. For more information on Interactive Assignment, see About Interactive Assignment.

To configure interactive assignment for an assignment object

  1. Verify that Assignment Manager is configured to perform assignment of values in the desired field, including the presence of the necessary assignment object and assignment rules and values.
  2. Verify that the displayed business component is of the CSSBCBase class or one of its subclasses and add the Assignment Object business component user property to the business component.
    1. In the Object Explorer, select Business Component.
    2. In the Business Components window, select the business component.
    3. In the Class property for that business component, verify the value is CSSBCBase (such as in the Account business component).

      NOTE:  Business components based on other classes cannot be configured for interactive assignment. If the class is not CSSBCBase, note the class name and locate it in the Object Explorer for the Class object type. Note the value in the Super Class property for this class. If the Super Class is CSSBCBase, interactive assignment is permitted. If the Super Class is not CSSBCBase, check the Super Class property for that class.

    4. Set the Name property to Assignment Object.
    5. Set the Value property to the name of the assignment object that is to be used in the assignment process.
  3. Verify that the appropriate applet is of the CSSFrameBase class or one of its subclasses.
    1. In the Object Explorer, select Applet.
    2. In the Applets window, select the applet.
    3. In the Class property for that applet, verify the value is CSSFrameBase (such as Account Entry Applet).

      NOTE:  Applets based on other classes (including CSSFrameListBase) cannot be configured for Interactive Assignment.

  4. Add the Assignment Type business component user property to the business component.
    1. In the Object Explorer, select Business Component.
    2. In the Business Components window, select the business component, and then click Business Component User Prop.
    3. Set the Name property to Assignment Type.
    4. Set the Value property to:
      • People if you are setting up an employee- or position-based assignment
      • Organizations if you are setting up an organization-based assignment
  5. Optionally, if you want to enable SmartScript, add the Assignment Interactive business component user property to the business component.
    1. Set the Name property to Assignment Interactive.
    2. Set the Value property to TRUE.
  6. Add the Assign selection to the applet menu button.
    1. In the Object Explorer, select Applet.
    2. In the Applets window, select the applet to which you want to add the Assign functionality.
    3. In the Object Explorer, select Applet Method Menu Item.
    4. Select the Applet Method Menu Items window, choose Edit > New Record and set the following values:
      • Command=Assign(SWE)
      • Menu Text=Assign
      • Position number = 1 (or to the number corresponding to the preferred placement in the menu)
  7. Add the business component that holds assignment results records to the business object of the view in which the reconfigured applet is used.

    NOTE:  This business component already exists, and is either: 1) Assignment Results (Position) or Assignment Results (Employee) if Assignment Type is set to People (depending on whether you are setting up an employee- or position-based assignment), or 2) Assignment Results (Organizations) if Assignment Type is set to Organizations.

    1. In the Object Explorer, select Business Object.
    2. In the Business Objects window, select the Business Object for which you want to add a child business object component.
    3. In the Object Explorer, click Business Objects Components, and in the Business Objects Components window, choose Edit > New Record.
    4. In the new record, enter values in the appropriate fields with the BusComp name set to: Assignment Results (Position), Assignment Results (Employee), or Assignment Results (Organization).
  8. Optionally, the business component user property called Assignment Results BusComp and the applet user property called Assignment Results Applet can be defined.

    NOTE:  These user properties are desirable when you need to show additional information about the results. For example, the service request assignment results can be joined with the CTI tables, and query only qualified service people who are not currently using their telephone. The name of the business component used to hold data for the additional fields would be specified in an Assignment Results BusComp user property in the business component being assigned. The name of the applet used to display the assignment results would be specified in an Assignment Results Applet user property in the applet from which assignment is invoked.

  9. Add one of the following Business Components (depending on what is being assigned) to the relevant Business Object: Assignment Group Position, Assignment Group Employee, or Assignment Group Organization.
  10. Update your deployment with the new configurations.

    For instructions, see Step 1 in the To update your deployment with new configurations procedure.

    NOTE:  Other than recompiling the siebel.srf file, there are no additional administrative tasks required for this procedure. For more information on when to recompile, see Table 20 and Using Siebel Tools.

    
Siebel Assignment Manager Administration Guide