1. CTI Administration Guide
  2. Example of Using Event Handler to Handle Inbound Call

Example of Using Event Handler to Handle Inbound Call

Here is an example event handler, named InboundCallReceived, that is based on the default inbound call screen-pop scenario previously described in the scenario Handle when call is connected after agent answers. For this event handler:

  • Set the Order field to 0 to make sure it takes priority over any other event handlers that might otherwise match.

  • Set the Device Event field to event_name, where event_name corresponds to an event such as the agent clicking Accept Work Item.

  • Include the following event handler parameter:

    Filter.ANI = "*"

The example event handler is associated with an event response OnInboundCallReceived. Because the Order field is set to 0, this event handler is checked first for any event received where the device event is as specified. The event handler filters the event data field ANI. If this field exists, then the event matches and invokes the event response OnInboundCallReceived.

To handle a call-incoming or event-ringing type of event without waiting for the agent to click Accept Work Item, you can create a similar event handler that triggers immediately when a suitable event occurs. You might name such an event handler ImmediateRingingHandler and invoke a similarly named response.