Bookshelf v7.5: AddWorkItem

Table 13 lists the arguments for the AddWorkItem method. This method adds the specified work item into Siebel Universal Queuing for routing.

Table 13. AddWorkItem Method Arguments
Argument Name	Display Name	Type	Required	Comment
WorkItemID	WorkItemID	Input	Y	The work item ID for the work item being added.
MediaType	MediaType	Input	Y	The channel type (such as voice, email, fax, and so on).
IsInteractive	IsInteractive	Input	Y	TRUE or FALSE.
IsScheduledTask	IsScheduledTask	Input	N	TRUE or FALSE. TRUE indicates this work item is scheduled to be routed during a particular time frame as specified in ScheduleStartTime and ScheduleEndTime. The work item will not be evaluated until at least the ScheduleStartTime.
ScheduleStartTime	ScheduleStartTime	Input	N	UTC time. Integer value in ASCII.
ScheduleEndTime	ScheduleEndTime	Input	N	UTC time. Integer value in ASCII.
WorkItemDataProperty	WorkItemDataProperty	Input	N	Other information in name and value pairs. This data property is a child data property set.
Return	Return	Output	Y	One of the return codes given in Table 17.

A data property set describes the work item. WorkItemDataProperty is a key-value pair data property that carries information to describe the work item itself. For example, an email work item data property could have the following:

Normally, when an agent is assigned to a work item, the work item will be sent directly to an agent. If for any reason the work item is not to be routed to an agent, the SiebelLoginID and ClientKey is included in the work item data property.

When the routing engine detects these two pieces of information in the work item data property, the work item will be routed to the destination specified by SiebelLoginID and ClientKey using Server Request Broker key-based routing.

IsScheduledTask, ScheduleStartTime, and ScheduleEndTime are optional arguments that are used when the work item needs to be performed during a specified time period.