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Siebel CTI Administration Guide > Configuring Events and Commands > Event Handlers > Handling an Inbound Call Received by an AgentCommunications events provide the following general options for handling device events for calls received by an agent. Such an inbound call can employ events like call incoming or event ringing, or call connected or event established, as defined for a communications system employing CTI. The following list describes the options for handling device events:
NOTE: If the user has modified the current record, then this record is automatically committed anytime an agent clicks a button on the communications toolbar or anytime a screen pop is triggered. If the user has not provided values for all required fields, then a pop-up window prompts the user to provide the values to complete the record. The Siebel sample communications configurations provide examples of some of these scenarios. You can implement other screen-pop behavior using Siebel VB or Siebel eScript. Example of Using Event Handler to Handle Inbound CallHere is an example event handler, named InboundCallReceived, that is based on the default inbound call screen-pop scenario previously described in the scenario Handle when call is connected after agent answers. For this event handler:
The example event handler is associated with an event response OnInboundCallReceived. Because the Order field is set to 0, this event handler is checked first for any event received where the device event is as specified. The event handler filters the event data field ANI. If this field exists, then the event matches and invokes the event response OnInboundCallReceived. To handle a call-incoming or event-ringing type of event without waiting for the agent to click Accept Work Item, you can create a similar event handler that triggers immediately when a suitable event occurs. You might name such an event handler ImmediateRingingHandler and invoke a similarly named response. |
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