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Configuring Communication Events
One of the ways to populate the Customer Dashboard is from communication events, such as an inbound email message, voice call, or web collaboration work item. The Multichannel Def A configuration has been preconfigured to populate the Customer Dashboard with contact information for certain communication events. However, you can configure any communication event to populate the customer dashboard for any business component, based on information passed to the event.
The API for the communication between communication events and the customer dashboard is a member function UpdatefromCTI of the Customer Dashboard business service. The CTI administration views are preconfigured to call InvokeMethod_(with UpdateDashboard as a parameter) when a significant event occurs and pass variables, such as Phone number and Number of calls in queue, as arguments.
To populate the customer dashboard during a communications command or event, you need to call the method to update the customer dashboard and pass three parameters, including the business component, the field for that business component, and the value that you are getting from this communication.
For example, the parameters listed in Table 84 instruct the customer dashboard to populate with contact information for the contact whose Work Phone # matches the ANI of the inbound call.
You can also call the customer dashboard business service from the communications event log. See the steps below for an example.
- Locate the Event Handler InboundCallReceived.
- Click on the Associated Event Logs tab.
- Drill down on the log LogIncomingCallContactFound.
- In the log parameters, you define the following parameters:
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Siebel Tools Reference, Version 7.5, Rev. A Published: 18 April 2003 |