Siebel CTI Administration Guide > Configuring Events and Commands >

Event Handlers

This topic describes event handlers. It contains the following information:

• Event Handler Parameters
• Handling an Inbound Call Received by an Agent

Communications events from the communications system are directly passed to Siebel Communications Server, in particular the Communications Session Manager, for further processing.

NOTE:  Each event log specified in a single event response must be unique. (Event logs can be specified in the All Event Handlers view, but they are actually associated with the event response that is associated with the event handler.) For more information, see Event Responses.

Event Handler Process Overview

Communications events involve the following phases of activity:

1. An event or action, such as a phone call being disconnected, occurs in the communications system, such as a telephony switch. The switch forwards events to a communications middleware server, such as a CTI middleware server.
2. The middleware server, such as CTI middleware, forwards the event to the Communications Client business service.
3. The Communications Client business service processes the event and executes any actions defined in the configuration data in the database, or forwards events to business service methods or to Siebel VB or Siebel eScript code.

   By working with event data in the Administration - Communications screen, you can define the actions to be performed when a particular communications event is received. Such actions are invoked immediately upon receipt of such an event.

   Event handlers specify what kind of event from the communications system is processed and specify which event response is called as a result.