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Using Macros to Identify Remote Call Centers

This topic describes how you can use parameters to obtain a call center configuration name.

In the communications configurations for San Mateo and Emeryville, you add a command parameter like one of the examples in this topic to the command data definition for any applicable commands, such as commands used for initiating a call transfer or conference call to another call center.

The command data parameter Param.RemoteConnectStr can include one of two related macros in its parameter value in order to obtain the configuration name:

• $RemoteConnectStr. This macro derives the name of a remote call center's communications configuration, using the agent's extension number as a parameter. Table 28 shows examples:

  Table 28. $RemoteConnectStr Examples

  Parameter Name	Parameter Value
  Param.RemoteConnectStr	[$RemoteConnectStr(@Phone)]
  Param.RemoteConnectStr	{$RemoteConnectStr(Owner Phone:Lookup)}

  For more information, see Macros for Parameter Values.

• $RemoteConnectStr2. This macro derives the name of a remote call center's communications configuration, using the agent's employee ID as a parameter.

  For example, where the Employee business object and business component are specified, the parameter definition uses the business component field Id to get the name of the configuration. Table 29 shows an example:

  Table 29. $RemoteConnectStr2 Example

  Parameter Name	Parameter Value
  Param.RemoteConnectStr	[$RemoteConnectStr2(Id)]

Example Command Using $RemoteConnectStr

The example command and command data definitions shown in Table 30 and Table 31, using the $RemoteConnectStr macro, use the Owner Phone field in the Service Request business component to determine which call center has the phone number. In this example, the Param.RemoteConnectStr command parameter gets the extension number for the call recipient by macro-expanding Owner Phone:Lookup. The Siebel application looks up which configuration has this extension and returns the name of the call center with this extension.

Table 31 shows a command data definition for this command definition.