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Event Response Example

Table 15 shows an example of an event response.

In this example, the information specified with the business object and business component parameters is retrieved. Communications Server then performs a query on the phone number retrieved from the ANI event data field, to see if it matches a value in the Work Phone # field in the Contact business component. (SingleLog, MultiLog, and Log are specified using fields, rather than parameters.)

If QuerySpec returns a single record, the agent is navigated to the service requests view specified by SingleView. The event log LogIncomingCallContactFound, which is specified by the SingleLog parameter, creates a call activity record automatically.

If QuerySpec returns multiple records, the agent is navigated to the contacts view specified by MultiView. The event log LogIncomingCallMultiContactFound, which is specified by the MultiLog parameter, creates a call activity record automatically.

If QuerySpec returns no records, the Search Center appears and displays "Ask Caller" in the CSN field. The event log LogIncomingCallContactNotFound, which is specified by the FindLog parameter, creates a call activity record automatically.