Handling an Inbound Call Received by an Agent

Communications events provide the following general options for handling device events for calls received by an agent. Such an inbound call can employ events like call incoming or event ringing, or call connected or event established, as defined for a communications system employing CTI.

The following list describes the options for handling device events:

• Handle when call connected after agent answers (default). In this scenario, the agent answers the call, triggering the event handler.

  The phone rings. The agent clicks Accept Work Item. The call connected or event established type of event is received. This event triggers handling such as to perform a query to generate a screen pop. In this case, an agent’s work is not interrupted by an unexpected screen pop.

• Handle immediately, when phone rings. In this scenario, the phone rings, triggering the event handler (before the agent answers the call).

  The phone rings. The call incoming or event ringing type of event is received. The event triggers handling such as to perform a query to generate a screen pop. The agent clicks Accept Work Item, then the connection is established. In this case, an agent’s work might be interrupted by a screen pop when the phone rings, without any notifications or confirmations.

Note: If the user has modified the current record, then this record is automatically committed anytime an agent clicks a button on the communications toolbar or anytime a screen pop is triggered. If the user has not provided values for all required fields, then a pop-up window prompts the user to provide the values to complete the record.

The Siebel sample communications configurations provide examples of some of these scenarios. You can implement other screen-pop behavior using Siebel VB or Siebel eScript.