Creating an Association that Allows the User to Resume or Transfer a Paused Task

This topic describes how to configure a task instance to reference a business component instance. A user can pause a task. The same or another user can resume the task at a later time, retaining the task state. You can configure a task to reference a business object instance so that Siebel CRM can transfer a paused task between users.

For example, assume you are a customer service representative (CSR) in a 100 person IT contact center for a computer manufacturer. The primary business process you perform, diagnosing problems with IT computer systems, begins with a task that requires complex information from a customer. Occasionally, the customer might call you back with diagnostic information that requires you to pause the task. Another CSR might answer the phone when the customer calls, so this CSR must access the paused task.

The CSR must look up the customer and view a list of the tasks that are open for the CSR when the call comes in, regardless of who started or paused that task. The CSR must take ownership of the paused task and resume it. To use this pause and transfer functionality, you must associate the task with a business object instance so that Siebel CRM can retain the current task state.

To create an association to resume or transfer a paused task

1. Determine where to locate the business service step in the task.

   For more information, see Locating the Business Service Step in a Task.

2. Add a business service step to the task using values described in the following table.

   Property	Value
   Business Service Name	Task Administration
   Business Service Method	Associate

3. Make sure the business service step you added in the previous step is still chosen.

4. In the Multi Value Property Window (MVPW) pane, add a new input argument using values described in the following table.

   Field	Value
   Input Argument	ObjectId. The ObjectId identifies the business component record that the task references.
   Type	Literal
   Value	Enter the ROW_ID of the business component record that the task references.

5. In the MVPW pane, add a new input argument using values described in the following table.

   Field	Value
   Input Argument	ObjectType. The ObjectType is the name that Siebel CRM uses for the association. It uses this configuration as part of the search specification. The ObjectType is not required to match the business component name, but including it can help to keep objects synchronized.
   Type	Literal
   Value	Name of the business component that the task references.

6. If necessary, customize the user interface.

   For more information, see Process of Creating a View that Allows a User to Transfer a Paused Task.