Configuring Siebel Business Applications > Configuring the Customer Dashboard > Modifying the Appearance and Layout of the Customer Dashboard >

Configuring Communications Events to Update the Customer Dashboard

This topic is part of Options to Update the Customer Dashboard.

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

• Inbound email message
• Voice call

For example, you can define communications events to update the Customer Dashboard with contact information. To meet your display requirements, you can configure any communications event for any business component. (You can also configure communications commands in a similar way, as appropriate for your implementation.) For more information, see Siebel CTI Administration Guide.

When a communications event is triggered, the Update Dashboard from CTI method of the Persistent Customer Dashboard business service can be invoked, based on how communications events are configured in your environment. For an example of how event parameters can function in your application, see Table 77.

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 as a result of a communications 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 communications event

For example, the parameters listed in Table 77 configure the Customer Dashboard to get data from contact information for the contact for whom 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}