Example Events for Updating and Clearing Customer Dashboard

For example, the following sequence of event handler, event response, and event logs causes the dashboard to be populated with data, or cleared. In these examples, when a single matching contact record is found, the dashboard is populated. When no contact records are found, or multiple records are found, the dashboard is cleared. Adjust your event definitions as necessary, such as if you are using a different business component than Contact.

[EventHandler:InboundCallReceived]
    Filter.ANI = "*"
    Profile = ""
    Comments = ""
    Order = "1"
    Response = "OnInboundCallReceived"
    DeviceEvent = "TpAnswered"

[EventResponse:OnInboundCallReceived]
    MultiView = "All Contacts across Organizations"
    QueryBusComp = "Contact"
    QueryBusObj = "Contact"
    QuerySpec = "'Work Phone #'='650506{ANI}'"
    SingleView = "Service Contact Detail View"
    SingleLog = "LogIncomingCallContactFound"
    Log = "LogIncomingCallContactNotFound"
    MultiLog = "LogIncomingCallMultiContactFound"
    Comments = ""

If contact data is found, then the following event log updates the customer dashboard:

[EventLog:LogIncomingCallContactFound]
    AfterWork.'ACD Call Duration' = "{@WorkDuration}"
    AfterWork.'Done' = "{@Now}"
    AfterWork.'Planned Completion' = "{@Now}"
    BusComp = "Action"
    BusObj = "Contact"
    Display = "False"
    LogField.'Account Id' = "{Contact.'Account Id'}"
    LogField.'Call Id' = "{refId}"
    LogField.'Contact Id (Thin)' = "{Contact.Id}"
    LogField.'Planned' = "{@WorkStartTime}"
    LogField.'Started' = "{@WorkStartTime}"
    LogField.Description = "Inbound call"
    LogField.Type = "Call - Inbound"
    ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI"
    ServiceParam.Field = "Id"
    ServiceParam.Value = "{Contact.Id}"
    WorkTrackingObj.ContactId = "{Contact.Id}"
    Comments = ""

If no contact record is found, then the following event log clears the customer dashboard:

[EventLog:LogIncomingCallContactNotFound]
    AfterWork.'ACD Call Duration' = "{@WorkDuration}"
    BusComp = "Action"
    BusObj = "Contact"
    LogField.'Call Id' = "{refId}"
    LogField.Description = "Unknown Caller({ANI})"
    LogField.Type = "Call - Inbound"
    ServiceMethod = "Persistent Customer Dashboard.CleanDashBoard_UI"
    Comments = ""

If multiple contact records are found, then the following event log clears the customer dashboard:

[EventLog:LogIncomingCallMultiContactFound]
    AfterWork.'ACD Call Duration' = "{@WorkDuration}"
    BusComp = "Action"
    BusObj = "Contact"
    LogField.'Call Id' = "{refId}"
    LogField.Description = "Inbound call({ANI})"
    LogField.Type = "Call - Inbound"
    ServiceMethod = "Persistent Customer Dashboard.CleanDashBoard_UI"
    Comments = ""