AcceptChatWork

Not applicable

Accepts a new inbound chat and puts the active chat session on hold if an active chat session exists.

AcceptEmailWork

Not applicable

Accepts a new inbound email.

AnswerCall

Not applicable

Accepts a new inbound call and puts the active call on hold if an active call exists.

ChangeNotReadyState

Reason

Toggles the agent ready status, where Reason references the reason code number. The reason code number is the agent status ID specified at Oracle Contact On Demand configuration.

ConferenceComplete

Not applicable

Completes a conference previously initiated, so that all parties are joined in the call.

ConferenceInit

PhoneNumber

Initiates a conference call between the active call and the extension or external number specified by PhoneNumber.

ConferenceInitExtension

PhoneNumber

Initiates a conference call between the active call and the extension number specified by PhoneNumber.

ConferenceInitExternal

PhoneNumber

Initiates a conference call between the active call and the external number specified by PhoneNumber.

DeclineCall

Not applicable

Declines a new inbound call.

The agent cannot decline an internal call from another agent.

DoTransfer

WorkgroupID

Transfers the selected work item to the workgroup specified by WorkgroupID. Workgroup IDs are defined during Oracle Contact On Demand configuration.

Workgroup IDs can be obtained in one of two ways. One method is explained in the description for the command GetTransferList.

Alternatively, you can define Lists of Values (LOVs) for workgroups in the Siebel applications. First, create a List of Values type, such as CCOD CTI Workgroup. Then create a corresponding LOV of this type, where the Language-Independent Code value matches the workgroup ID.

For example, you might define command and command data definitions like the following. Make sure the Name field for the LOV corresponds to the name of the workgroup in Oracle Contact On Demand.

[Command:BlindTransferVoice]
Description = "Blind transfer voice to workgroup"
DeviceCommand = "DoTransfer"
FilterSpec = "[@SelectedWorkItem:mediaType] IS NULL"
Hidden = "True"
Comments "For Voice workgroup transfer"
CmdData = "BlindTransferVoice"

[CmdData:BlindTransferVoice]
AttachContext = "True"
Param.Data = "[Name]"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
SelectApplet = "Transfer Multiple LOV Popup Applet"
SelectBusComp = "List Of Values"
SelectBusObj = "List Of Values"
SelectParam = "True"
SelectQuerySpec = "[Type] = 'CCOD CTI Workgroup' AND [Active] = 'Y'"
SelectTitle = "Begin Blind Transfer Voice to:"

EndWrapUp

InteractionID

Ends wrap-up mode for a work item, where InteractionID references the third-party application's unique ID for the work item.

The agent must be configured for wrap-up mode through Oracle Contact On Demand for this command to be enabled. The default wrap-up time is also configured through Oracle Contact On Demand.

Wrap-up mode begins when an agent releases a work item (disconnecting the customer). No new work items are routed to the agent until wrap-up mode is ended.

EnterConference

Not applicable

Enters a conference.

GetMediaFile

InteractionID

Gets the media file referenced by the InteractionID. The output is a temporary URL that links to the media file.

GetTransferList

Not applicable

Gets a list corresponding to workgroups defined in Oracle Contact On Demand. The output is a property set containing the workgroup list, where the key is the workgroup name and the value is the workgroup ID.

The workgroup name and workgroup ID correspond to the DisplayValue and InternalValue fields in the virtual business component TaW PopList (class name CSSBCVTaWPopList). This virtual business component invokes the GetTransferList command internally.

The applet TaW Transfer Applet maps to the virtual business component TaW PopList. You can use a command data definition (for a command invoking DoTransfer, for example) like the following to obtain the workgroup list:

[CmdData:VoiceTransferPop]
SelectApplet = "TaW Transfer Applet"
SelectBusComp = "TaW PopList"
SelectBusObj = "CommSrv CM Teleset Administration"
SelectParam = "True"
Param.Data = "[InternalValue]"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

HoldCall

TrackingID

Puts the active work item or wrap-up work on hold.

LeaveConference

Not applicable

Exits the conference.

LogIn

• AgentID
• AgentPin
• PhoneNumber

Allows the agent to log in and uses the number specified by PhoneNumber. AgentID specifies the agent's user ID in the application that the driver connects to while AgentPin specifies the corresponding password.

Valid formats for PhoneNumber are as follows:

• Phone number without country code

  The driver assigns the default country code to the number. For example, if the default country code is 86 (for China) and PhoneNumber is:

  xxxxxxxxx

  then the driver makes an outbound call to the following number:

  86.xxxxxxxxx

• CountrycodeDelimiterPhonenumber

  The following example parameter specifies a number in India:

  91.xxxxxxxxxx

  where:

  • 91 is the country code (for India)
  • . is the country code delimiter
  • xxxxxxxxxx is the phone number to call
• SIP:IP_address

  The following is a valid example:

  SIP:10.182.106.120

LogOut

Not applicable

Logs out the agent from the current session.

MakeCall

PhoneNumber

Makes an outbound call using the value of the PhoneNumber parameter as input.

Valid formats for PhoneNumber are as follows:

• Phone number without country code

  The driver assigns the default country code to the number. For example, if the default country code is 86 (for China) and PhoneNumber is:

  xxxxxxxxx

  then the driver makes an outbound call to the following number:

  86.xxxxxxxxx

• CountrycodeDelimiterPhonenumber

  The following example parameter specifies a number in India:

  91.xxxxxxxxxx

  where:

  • 91 is the country code (for India)
  • . is the country code delimiter
  • xxxxxxxxxx is the phone number to call
• X:ExtensionNumber

  The following example parameter specifies an extension number, 1234, to call:

  X:1234

MakeExtensionCall

PhoneNumber

Makes an internal call to the number specified by PhoneNumber. The following example shows a valid value for PhoneNumber:

1234

MakeExternalCall

CountryCode:
PhoneNumber

Makes an outbound call to the specified phone number. You can optionally include a CountryCode. If you do not include CountryCode, then the default CountryCode is used.

OffHook

Not applicable

Sets the phone off hook.

OnHook

Not applicable

Sets the phone on hook.

PushURL

• InteractionID
• Data

Sends a URL to the customer's chat window, where Data specifies a valid URL and InteractionID is a third party's unique ID for the work item.

ReleaseCall

TrackingID

Releases the current active call.

RetrieveCall

Not applicable

Retrieves a collaborative or supervised transfer call.

Retrieves the original call after the current call has been released using ReleaseCall.

SendChatMessage

• InteractionID
• Data

Sends a chat message to the customer's chat window, where Data specifies the chat message string and InteractionID is a third-party product's unique ID for the work item.

SendToConference

InteractionID

Sends the active work item specified by InteractionID to the conference.

SetAgentToNotReady

Reason

Sets the agent status to not ready, where Reason references the reason code number. The reason code number is the agent status ID specified in the Oracle Contact On Demand configuration. If it is not specified, then the default value is 2.

SetAgentToReady

Reason

Sets the agent status to ready, where Reason references the reason for moving to the ready state. The reason code number is the agent status ID specified at Oracle Contact On Demand configuration. If it is not specified, then the default value is 1.

StartRecording

TrackingID

Starts recording the active work item.

StopRecording

TrackingID

Stops recording the active work item.

TransferComplete

Not applicable

Completes a supervised transfer call.

TransferInit

PhoneNumber

Transfers the selected work item to the number specified by PhoneNumber.

The command definition must include the following parameter:

Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

TransferInitExtension

PhoneNumber

Transfers the selected work item to the extension phone number specified by PhoneNumber.

The command definition must include the following parameter:

Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

TransferInitExternal

PhoneNumber

Transfers the selected work item to the external phone number specified by PhoneNumber.

The command definition must include the following parameter:

Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

TransferMute

PhoneNumber

Initiates a mute (blind) transfer of the selected work item to the number specified by PhoneNumber.

The command definition must include the following parameter:

Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

TransferMuteExtension

PhoneNumber

Initiates a mute (blind) transfer of the selected work item to the extension phone number specified by PhoneNumber.

The command definition must include the following parameter:

Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

TransferMuteExternal

PhoneNumber

Initiates a mute (blind) transfer of the selected work item to the external phone number specified by PhoneNumber.

The command definition must include the following parameter:

Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

UnHoldCall

TrackingID

For a selected work item or wrap-up work currently on hold, resumes the work item as the active work item or returns to wrap-up work.