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Siebel CTI Connect Commands
Table 65 lists and explains usage for commands specific to the communications driver (Dialogic CTI) for Siebel CTI Connect, for Intel NetMerge CTI middleware.
A Yes value in the Any K/V column in Table 65 indicates that the command allows attachment of any user-defined key/value pair to the call. Within the communications configuration, these key/value pairs are represented by event or command parameters and the associated parameter values.
The commands you define, in which driver commands listed here are specified as device commands, support the command parameters documented under Configuring Events and Commands. In your command definitions, you can specify custom subparameters for command parameters of type Group.
An asterisk (*) before a parameter name means that the parameter is optional for this command. Command parameters are described in Table 66.
Most of the commands in Table 65 correspond to commands defined in the communications configuration, in which they are specified as the device command. They may also correspond to a communications toolbar button.
For more information, see Configuring User Interface Elements. For descriptions of the communications toolbar, see Communications Operations for End Users.
For commands for which the TrackingID parameter is optional, the command operation is performed on the work item identified by the TrackingID parameter value. If this parameter is not provided, the command operates on the first available work item.
Table 65. Siebel CTI Connect Commands Command Name Any K/V Parameters Description AnswerCall No *TrackingID Answer incoming call. AttachData No Call data object Attach user-defined data to the current call. This command can be invoked from a Siebel VB or Siebel eScript script. For example, a script in which "callobject" has previously been defined might include a line such as the following:CTI.InvokeCommand "AttachData," callobject CancelForwardCall No Cancel call forwarding. ChangeBusyState No Toggle agent state between Busy and Not Busy.Busy state is defined as setting the device state such that incoming calls do not ring at the device. ChangeNotReadyState No *ID
*AgentId
*AgentPin
*ACDQueue Toggle agent state between being available and not available to receive calls from the queue.This command may use either the ID parameter or the AgentId, AgentPin, and ACDQueue parameters. For more information, see Siebel CTI Connect Command Parameters. ConferenceComplete No Complete the conference call.The caller and the agents in conference can now talk to each other at the same time. ConferenceInit Yes PhoneNumber
*CallNotifyText Begin conference call.The caller is put on hold and the current agent dials another agent's extension.The CallNotifyText parameter conveys status information to the second agent. ForwardCall No PhoneNumber Set call forwarding. HoldCall No *TrackingID Put the current call on hold. LogIn No *ID
*AgentId
*AgentPin
*ACDQueue Agent login on ACD queue.This command may use either the ID parameter or the AgentId, AgentPin, and ACDQueue parameters. The Login command is used for both automatic and manual login.For details, see Siebel CTI Connect Command Parameters, and see Configuring Communications Login and Logout. LogOut No ACD agent logout. MakeCall No PhoneNumber Place the outbound call. MergeCall No Combines an active call and a suspended (held) call into a conference call. ReleaseCall No *TrackingID Release (disconnect) current call. ResetState No Reset internal information about current call states for the monitored teleset.This command resets call-status tracking information to the initial state when the agent started the Siebel application. ResetState resets all tracking information, regardless of the actual current status. For this reason, it should be used only when the teleset and Siebel Communications Server are out of sync and there are no current calls.Note: Although this command is part of the Dialogic CTI communications driver, it is specific to Siebel Communications Server and is not passed to Intel NetMerge. RetrieveCall No Retrieve the original call initiated using ConferenceInit or TransferInit, after the current call has been released using ReleaseCall. RouteCall No routeId Specifies a new destination for the incoming call, if the device is of type Route Point. SelectDN1...
SelectDN5 No Select Directory Number (DN) #1 (2, 3, 4, or 5) for subsequent use.Using one of these commands selects the DN that will be used in commands such as MakeCall.It is recommended that end users select the preferred teleset and extension in the Communications tab in the User Preferences screen to keep teleset information in sync. SetAgentWorkMode No *ID
*AgentId
*AgentPin
*ACDQueue Set the agent work mode to one of five settings.This command may use either the ID parameter or the AgentId, AgentPin, and ACDQueue parameters. For more information, see Siebel CTI Connect Command Parameters.The five work mode commands are:
- SetAgentReady - Sets AgentReady work mode. After each call, the agent is available to take another call.
- SetAgentNotReady - Sets AgentNotReady work mode. After each call, the agent is not available to take another call and must select the Ready State (for the voice channel) in the communications toolbar to become available.
- SetAgentAfterCallWork - Sets AgentAfterCallWork work mode. This means that the agent has completed a call and requires wrap-up time before taking another call. The agent is not available to take calls and must select Ready State to become available. (AgentAfterCallWork is not supported by Nortel Meridian switches.)
- SetAgentBusy - Sets AgentBusy work mode. After each call, the agent is available to take another call. (AgentBusy is not supported by Nortel Meridian, Avaya (Lucent) Definity G3, or CSTA Phase I switches.)
- SetAgentOtherWork - Sets AgentOtherWork work mode. Typically, this means that the agent is not engaged in call center work. The agent is not available to take calls and must select Ready State to become available. (AgentOtherWork is not supported by CSTA Phase II switches.)
The mode the agent is in upon logging in depends on the switch. If an agent is in AgentOtherWork or AgentNotReady mode upon logging in, for example, the agent must select the Ready State before taking any calls.An agent can choose work mode commands only after logging in. SimulateCall Yes *CallNotifyText Simulate incoming call.Used for configuration debugging purposes.Note: Although this command is part of the Dialogic CTI communications driver, it is specific to Siebel Communications Server and is not passed to Intel NetMerge. ToggleForward No *PhoneNumber Set call forwarding, or cancel call forwarding.When canceling call forwarding, the PhoneNumber parameter is not used. TransferComplete No Complete the consultative transfer.The current agent is disconnected and the caller is connected to the agent to whom the call was transferred. TransferInit Yes PhoneNumber
*CallNotifyText Begin consultative transfer.The caller is put on hold, and the current agent dials another agent's extension.The CallNotifyText parameter conveys status information to the second agent. TransferMute Yes PhoneNumber
*CallNotifyText Initiate a mute (blind) transfer of the caller.The CallNotifyText parameter conveys status information to the second agent. UnHoldCall No *TrackingID Remove the current call from hold state.
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Siebel Communications Server Administration Guide Published: 23 June 2003 |