1. CTI Administration Guide
  2. Event Response Process Overview

Event Response Process Overview

In executing the event response, Siebel Communications Server performs the following actions:

  1. If a Siebel business service method name is specified, such as to update the customer dashboard, then that method is invoked.

    If the method does not return the required result, such as a value of True (1) for the output argument Continue, then the response stops executing. If an event log of type Log is specified, then that event log is processed. Go to Step 13.

    The business service method can also alter the event data fields that were associated with the work item, such as to add new fields.

    For more information about the parameters mentioned here, see the table in the Event Response Parameters topic.

  2. If a Siebel VB or Siebel eScript script name is specified, then that script is invoked.

    If the script does not return the required result, such as Continue, then the response stops executing. If an event log of type Log is specified, then that event log is processed. Go to Step 13.

    For more information about invoking a Siebel VB or Siebel eScript script from an event response, see Integrating with Siebel Scripting Languages, and see the descriptions for the Script and ScriptParam parameters in see the table in the Event Response Parameters topic.

  3. If a communications command is specified, then the command is executed.

  4. If the UseCtxData parameter is defined and set to True, then Communications Server checks to determine if the event has screen context data attached.

    If screen context data is available, then the corresponding screen and view are displayed. This behavior is applicable only for screen pops and screen transfers. (In addition, the Thread Applet and Thread Field properties must be set for the view in order to support screen pops and screen transfers.)

    If an event log of type ContextLog is specified, then that event log is processed. If ContextLog is not specified, but an event log of type Log is specified, then that event log is processed. Go to Step 13.

  5. If the QueryBusObj, QueryBusComp, and QuerySpec parameters are defined, then the query specified by QuerySpec is macro-expanded and executed. If these parameters are not defined, then go to Step 9; otherwise, go to Step 6.

    Step 7 and Step 8 define the views upon which this query is displayed.

  6. If there is only one row in the query result from QuerySpec, and if the QueryBusComp2 and QuerySpec2 parameters are defined, then the query specified by QuerySpec2 is macro-expanded and executed. If these parameters are not defined, then go to Step 9; otherwise, go to Step 7.

  7. If there is only one row in the query result from QuerySpec, then that row is displayed in the view specified by the SingleView parameter. Any field specified by SingleField is populated with data defined in the parameter value. Go to Step 9.

  8. If there are several rows in the query result from QuerySpec, then those rows are displayed in the view specified by the MultiView parameter. Go to Step 9.

  9. If the OpenView parameter is specified, then the view is displayed that is specified by OpenView. Go to Step 10.

  10. If the AddBusComp, AddBusObj, AddRecordView, AddRecordApplet, and AddField parameters are defined, then the view is displayed that is specified by AddRecordView.

    A new record is created in the applet specified by AddRecordApplet. Any field specified by AddField is populated with data defined in the parameter value. Go to Step 13.

  11. If a Siebel SmartScript script name or other data is specified to be passed to Siebel SmartScript, then that SmartScript is invoked.

    For more information about invoking a SmartScript from an event response, see Integrating with Siebel SmartScript and see the description for the SmartScript parameter in the table in the Event Response Parameters topic.

  12. If the FindDialog and FindField parameters are defined, then the Search Center appears, populated with search criteria. The Search Center does not appear if the OpenView parameter is also specified as in Step 9.

  13. If an event log is associated with this event response, then a log record is created using the object defined in the event log, for example, an activity record.

    Multiple event logs can be associated, one of which matches, depending on how the event response executed. For example:

    • If UseCtxData is invoked, as in Step 4, then a ContextLog log can be created.

    • If SingleView is invoked, as in Step 7, then a SingleLog log can be created.

    • If MultiView is invoked, as in Step 8, then a MultiLog log can be created.

    • If AddBusComp, AddBusObj, AddRecordView, AddRecordApplet, and AddField are invoked, as in Step 10, then an AddLog log can be created.

    • If FindDialog is invoked, as in Step 12, then a FindLog log can be created.

    • Otherwise, a log can be created as specified by Log.

For more information about event logs, see Event Logs.