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. See also Siebel Email 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 the following table.

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 the following table 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.

Parameter	Example Value
ServiceMethod	Persistent Customer Dashboard.Update Dashboard from CTI
ServiceParam.Field	Work Phone #
ServiceParam.Value	{ANI}
ServiceParam.BuscompName	Contact