Configuring Siebel Business Applications > Configuring the Customer Dashboard > Options to Update the Customer Dashboard >

Configuring Communication Events to Update the Customer Dashboard

You can use communication events to update the Customer Dashboard. The following are examples of communication events:

• Inbound email message
• Voice call
• Web collaboration work item

The Multichannel Def A communication event is predefined to update the Customer Dashboard with contact information for some communication events. To meet your display requirements, you can configure any communication event for any business component.

The API between communication events and the Customer Dashboard is a member function UpdatefromCTI of the Persistent Customer Dashboard business service. Siebel CRM predefines the CTI administration views to call the UpdateDashboard business service method when a significant event occurs, and to send variables as arguments. Example variables include the phone number and number of calls in queue.

To update the Customer Dashboard during a communications command or event, you must call the method to update the Customer Dashboard and send the following parameters:

• Business component name
• Name of the business component field
• Value that you require from this communication event

For example, the parameters listed in Table 80 configure the Customer Dashboard to get data from contact information for the contact whose Work Phone # matches the ANI (automatic number identification) of the inbound call.

Calling the Customer Dashboard Business Service from the Communications Event Log

You can call the Customer Dashboard business service from the communications event log.

To call the Customer Dashboard business service from the communications event log

1. In the Siebel client, navigate to the Administration - Communications screen, and then click the All Event Handlers link.
2. Query the Name property of the Event Handlers list for InboundCallReceived.
3. Click the Associated Event Logs tab.
4. Click the LogIncomingCallContactFound link.
5. In the Event Log Parameters list, set the parameters. For example, for contacts, you can use values from the following table.

   Name	Value
   ServiceMethod	Persistent Customer Dashboard.Update Dashboard from CTI
   ServiceParam.Field	Id
   ServiceParam.Value	{Contact.Id}
   WorkTrackingObj.ContactId	{Contact.Id}