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S_CTI.DEF
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S_CTI.DEF
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[Siebel]
CommServerVersion = "7.0"
[Configuration Parameters]
AutoLogin = "FALSE"
AutoLoginCmd = "SignOnGroup"
DialingFilter.Rule001 = "720444->"
DialingFilter.Rule999 = "->91"
MultiTenancy = "TRUE"
PreferenceLoginCmd = "PreferenceLoginCmd"
PreferenceLogoutCmd = "PreferenceLogoutCmd"
UpdateChannelStatusTable = "TRUE"
[Profile:OUT_OF_BOX]
Driver = "S_CTI"
[Driver:S_CTI]
Library Name = "S_CTI.dll"
Icon File = "voice.gif"
Channel Type = "Voice"
Outbound Flag = "Y"
Interactive = "Y"
Channel String = "Voice"
Inbound Flag = "Y"
[Driver Parameters:S_CTI]
Driver:Configuration = "S_CTI"
Driver:CTIMW_SERVER = "192.168.1.105" ; Change this to correct IP of the machine hosting CTI-middleware server.
Driver:CTIMW_SERVER_PORT = "54321" ; Set this to permissible port, used by the CTI-middleware server.
Service:DefaultAgentAvailState = "MANUAL_IN" ; It can be AUTO_IN or MANUAL_IN
Service:AgentID = "{@AgentId}" ; The ID of the agent as configured by the Siebel admin. Leave it as is.
[Command:02_MakeCallToSelectedPhone]
Description = "Make call to "{@SelectedText}""
DeviceCommand = "MakeCall"
Hidden = "TRUE"
CmdData = "MakeCallToSelectedPhone"
[CmdData:MakeCallToSelectedPhone]
AttachContext = "TRUE"
Param.CallNotifyText = "Call from {@UserName}..."
Param.PhoneNumber = "{@SelectedText:Lookup}"
RequiredField.@SelectedText = "?*"
[Command:AnswerCallInAcceptGroup]
Description = "Answer call"
DeviceCommand = "AnswerCall"
Hidden = "TRUE"
[Command:SendEmailGroup]
Description = "Send email"
DeviceCommand = "@CreatePopupFrame"
Hidden = "TRUE"
HotKey = "F9"
CmdData = "SendEmailGroup"
[CmdData:SendEmailGroup]
PostInvokeCommand = "SendEmail"
[Command:SendFaxGroup]
Description = "Send fax"
DeviceCommand = "@CreatePopupFrame"
Hidden = "TRUE"
HotKey = "Alt+F9"
CmdData = "SendFaxGroup"
[CmdData:SendFaxGroup]
PostInvokeCommand = "SendFax"
[Command:SendPage]
Hidden = "TRUE"
ServiceMethod = "HTML Communication Client.SendCommunication"
CmdData = "SendPage"
[CmdData:SendPage]
ServiceParam.CommType = "Page"
[Command:TransferComplete]
Description = "Complete Transfer"
DeviceCommand = "TransferComplete"
Hidden = "TRUE"
MatchWorkType = "TRUE"
[Command:WorkItemList]
DeviceCommand = "SetCurrentWorkItem"
Hidden = "TRUE"
CmdData = "ChangedWorkItemData"
[CmdData:ChangedWorkItemData]
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
[Command:AcceptWorkGroup]
Description = "Answer call"
DeviceCommand = "AnswerCall"
Hidden = "TRUE"
[Command:ConferenceTransferGroup]
SubCommand_1 = "CompleteConferenceTransfer"
SubCommand_2 = "ConferenceTransferToPhone"
SubCommand_3 = "ConferenceTransferToEmployee"
SubCommand_4 = "ConferenceTransferToPopupEmployee"
Hidden = "TRUE"
Comments = "Conference Call"
[Command:SignOffGroup]
Description = "Log out of Nexgen"
DeviceCommand = "LogOut"
Hidden = "TRUE"
CmdData = "SignOffGroup"
[CmdData:SignOffGroup]
Param.ACDQueue = "{@QueueList}"
[Command:ViewCallObject]
DeviceCommand = "@ViewCallObject"
Title = "View Call"
Comments = "View Call"
CmdData = "ViewCallObject"
[CmdData:ViewCallObject]
Param.View = "Activity List View"
[Command:InitiateWorkGroup]
SubCommand_1 = "01_MakeCallToPhone"
SubCommand_3 = "05_MakeCallToAccount"
SubCommand_4 = "10_MakeCallToActivityContact"
SubCommand_5 = "15_MakeCallToCampaignContact"
SubCommand_6 = "20_MakeCallToContact"
SubCommand_7 = "30_MakeCallToSRContact"
SubCommand_996 = "SendEmailGroup"
SubCommand_997 = "SendSMSGroup"
SubCommand_998 = "SendPageGroup"
SubCommand_999 = "SendFaxGroup"
SubCommand_1000 = "100_MakeCallToPopupEmployee"
Description = "Initiate New Work or Call"
Hidden = "TRUE"
Comments = "Initiate New Work or Call"
[Command:MakeCallGroupInMenu]
SubCommand_1 = "01_MakeCallToPhone"
SubCommand_3 = "05_MakeCallToAccount"
SubCommand_4 = "10_MakeCallToActivityContact"
SubCommand_5 = "15_MakeCallToCampaignContact"
SubCommand_6 = "20_MakeCallToContact"
SubCommand_7 = "30_MakeCallToSRContact"
SubCommand_1000 = "100_MakeCallToPopupEmployee"
Hidden = "FALSE"
HotKey = "Alt+F7"
MenuPosition = "6"
Title = "Make Call"
[Command:NotReadyWithPopup]
Description = "Aux Reason Applet"
DeviceCommand = "SetAgentState"
Hidden = "FALSE"
MenuPosition = "98"
Comments = "Aux Reason Applet"
CmdData = "NotReadyWithPopup"
[CmdData:NotReadyWithPopup]
Param.Description = "[Value]"
Param.Mode = "[Name]"
SelectApplet = "Transfer Multiple LOV Popup Applet"
SelectBusComp = "List Of Values"
SelectBusObj = "List Of Values"
SelectParam = "TRUE"
SelectQuerySpec = "[Type] = 'REASON_CODE' AND [Active] ='Y'"
SelectTitle = "Please select the reason for changing status to Aux Work"
[Command:PreferenceLoginCmd]
DeviceCommand = "LogIn"
Hidden = "TRUE"
Comments = "Login to selected ACD queues"
CmdData = "PreferenceLoginCmd"
[CmdData:PreferenceLoginCmd]
Param.AgentID = "{@AgentId}"
Param.AgentPassword = "{@AgentPin}"
[Command:ReleaseActivePhoneCall]
Description = "Release call"
DeviceCommand = "ReleaseCall"
Hidden = "TRUE"
[Command:05_MakeCallToAccount]
Description = "Make Call to Account"
DeviceCommand = "MakeCall"
Hidden = "TRUE"
LocalMenu = "TRUE"
MenuPosition = "05"
Title = "Make Call to Account"
Comments = "Make Call to Account"
CmdData = "MakeCallToAccount"
[CmdData:MakeCallToAccount]
BusComp = "Account"
Param.Account_Id = "{Account.Id}"
Param.PhoneNumber = "{Main Phone Number:Lookup}"
RequiredField.'Main Phone Number' = "?*"
[Command:CompleteConsultativeTransfer]
Description = "Complete consultative transfer of call"
DeviceCommand = "TransferComplete"
Hidden = "TRUE"
MatchWorkType = "TRUE"
Comments = "Complete consultative transfer of call"
[Command:ConsultativeTransferToPhone]
Description = "Consultative Transfer to {@Phone}"
DeviceCommand = "TransferInit"
Hidden = "TRUE"
OnEditControl = "TRUE"
Comments = "Consultative Transfer to {@Phone}"
CmdData = "ConsultativeTransferToPhone"
[CmdData:ConsultativeTransferToPhone]
AttachContext = "TRUE"
Param.PhoneNumber = "{@Phone:PhoneTypeLookup}"
Param.TrackingId = "{@SelectedWorkItem:DriverWorkTrackID}"
RequiredField.@Phone = "?*"
[Command:NotReadyGroup]
DeviceCommand = "ChangeNotReadyState"
Hidden = "TRUE"
[Command:SendDTMF]
Description = "Send DTMF Tones"
DeviceCommand = "SendDTMF"
HotKey = "Ctrl+F11"
MenuPosition = "99"
Title = "Send DTMF"
CmdData = "SendDTMFCmdData"
[CmdData:SendDTMFCmdData]
SelectApplet = "Send DTMF Applet"
SelectBusComp = "Send DTMF"
SelectBusObj = "Send DTMF"
SelectParam = "TRUE"
SelectTitle = "Dial Pad"
[Command:BlindTransferToEmployee]
Description = "Mute Transfer to Employee"
DeviceCommand = "TransferMute"
Hidden = "TRUE"
Comments = "Mute Transfer to Employee"
CmdData = "BlindTransferToEmployee"
[CmdData:BlindTransferToEmployee]
AttachContext = "TRUE"
BusComp = "Employee"
Param.PhoneNumber = "{Phone #:Lookup}"
Param.TrackingId = "{@SelectedWorkItem:DriverWorkTrackID}"
RequiredField.'Phone #' = "?*"
[Command:RetrieveWorkGroup]
Description = "Retrieve held call"
DeviceCommand = "RetrieveCall"
Hidden = "TRUE"
[Command:100_MakeCallToPopupEmployee]
Description = "Make call to employee selected from popup list"
DeviceCommand = "MakeCall"
Hidden = "TRUE"
MenuPosition = "100"
Title = "Make Call"
Comments = "Make call to employee selected from popup list"
CmdData = "MakeCallToPopupEmployee"
[CmdData:MakeCallToPopupEmployee]
AttachContext = "TRUE"
Param.CallNotifyText = "Make call from {@UserName}..."
Param.PhoneNumber = "[Phone #:Lookup]"
SelectApplet = "ACD Transfer Call Applet"
SelectBusComp = "Employee"
SelectBusObj = "Employee"
SelectParam = "TRUE"
SelectTitle = "Make Call to:"
[Command:BlindTransferGroup]
SubCommand_1 = "BlindTransferToEmployee"
SubCommand_2 = "BlindTransferToPhone"
SubCommand_3 = "BlindTransferToPopupEmployee"
Hidden = "TRUE"
Comments = "Mute transfer Call"
[Command:CompleteConferenceTransfer]
Description = "Conference all parties together"
DeviceCommand = "ConferenceComplete"
Hidden = "TRUE"
MatchWorkType = "TRUE"
Comments = "Conference all parties together"
[Command:ConferenceTransferToEmployee]
Description = "Conference Transfer to Employee"
DeviceCommand = "ConferenceInit"
Hidden = "TRUE"
MatchWorkType = "TRUE"
Comments = "Conference Transfer to Employee"
CmdData = "ConferenceTransferToEmployee"
[CmdData:ConferenceTransferToEmployee]
AttachContext = "TRUE"
BusComp = "Employee"
Param.PhoneNumber = "{Phone #:Lookup}"
Param.TrackingId = "{@SelectedWorkItem:DriverWorkTrackID}"
RequiredField.'Phone #' = "?*"
[Command:PreferenceLogoutCmd]
DeviceCommand = "LogOut"
Hidden = "TRUE"
Comments = "Logout from selected ACD queues"
CmdData = "PreferenceLogoutCmd"
[CmdData:PreferenceLogoutCmd]
Param.ACDQueue = "{@SelectedQueue}"
[Command:SendPageGroup]
Description = "Send page"
DeviceCommand = "@CreatePopupFrame"
Hidden = "TRUE"
HotKey = "Shift+F9"
CmdData = "SendPageGroup"
[CmdData:SendPageGroup]
PostInvokeCommand = "SendPage"
[Command:SuspendCall]
Description = "Place call on hold"
DeviceCommand = "HoldCall"
Hidden = "TRUE"
MatchWorkType = "TRUE"
[Command:10_MakeCallToActivityContact]
Description = "Make Call to Activity Contact"
DeviceCommand = "MakeCall"
Hidden = "TRUE"
LocalMenu = "TRUE"
MenuPosition = "10"
Title = "Make Call to Activity Contact"
Comments = "Make Call to Activity Contact"
CmdData = "MakeCallToActivityContact"
[CmdData:MakeCallToActivityContact]
BusComp = "Action"
Param.Contact_Id = "{Contact.Id}"
Param.PhoneNumber = "{Contact Phone:Lookup}"
RequiredField.'Contact Phone' = "?*"
[Command:ConferenceTransferToPhone]
Description = "Conference Transfer to {@Phone}"
DeviceCommand = "ConferenceInit"
Hidden = "TRUE"
MatchWorkType = "TRUE"
OnEditControl = "TRUE"
Comments = "Conference Transfer to {@Phone}"
CmdData = "ConferenceTransferToPhone"
[CmdData:ConferenceTransferToPhone]
AttachContext = "TRUE"
Param.PhoneNumber = "{@Phone:PhoneTypeLookup}"
Param.TrackingId = "{@SelectedWorkItem:DriverWorkTrackID}"
RequiredField.@Phone = "?*"
[Command:ConsultativeTransferToEmployee]
Description = "Consultative Transfer to Employee"
DeviceCommand = "TransferInit"
Hidden = "TRUE"
Comments = "Consultative Transfer to Employee"
CmdData = "ConsultativeTransferToEmployee"
[CmdData:ConsultativeTransferToEmployee]
AttachContext = "TRUE"
BusComp = "Employee"
Param.PhoneNumber = "{Phone #:Lookup}"
Param.TrackingId = "{@SelectedWorkItem:DriverWorkTrackID}"
RequiredField.'Phone #' = "?*"
[Command:SendEmail]
Hidden = "TRUE"
ServiceMethod = "HTML Communication Client.SendCommunication"
CmdData = "SendEmail"
[CmdData:SendEmail]
ServiceParam.CommType = "Email"
[Command:ConferenceTransferToPopupEmployee]
Description = "Conference Transfer to Popup Employee"
DeviceCommand = "ConferenceInit"
Hidden = "TRUE"
MatchWorkType = "TRUE"
Title = "&Conference Call"
Comments = "Conference Transfer to Popup Employee"
CmdData = "ConferenceTransferToPopupEmployee"
[CmdData:ConferenceTransferToPopupEmployee]
AttachContext = "TRUE"
Param.PhoneNumber = "[Phone #:Lookup]"
Param.TrackingId = "{@SelectedWorkItem:DriverWorkTrackID}"
SelectApplet = "ACD Transfer Call Applet"
SelectBusComp = "Employee"
SelectBusObj = "Employee"
SelectParam = "TRUE"
SelectTitle = "Begin Conference Transfer to:"
[Command:ConsultativeTransferToPopupEmployee]
Description = "Consultative Transfer to Popup Employee"
DeviceCommand = "TransferInit"
Hidden = "TRUE"
Title = "&ConsultativeCall"
Comments = "Consultative Transfer to Popup Employee"
CmdData = "ConsultativeTransferToPopupEmployee"
[CmdData:ConsultativeTransferToPopupEmployee]
AttachContext = "TRUE"
Param.PhoneNumber = "[Phone #:Lookup]"
Param.TrackingId = "{@SelectedWorkItem:DriverWorkTrackID}"
SelectApplet = "ACD Transfer Call Applet"
SelectBusComp = "Employee"
SelectBusObj = "Employee"
SelectParam = "TRUE"
SelectTitle = "Begin Consultative Transfer to:"
[Command:MakeCallGroupInLocalMenu]
SubCommand_1 = "01_MakeCallToPhone"
SubCommand_3 = "05_MakeCallToAccount"
SubCommand_4 = "10_MakeCallToActivityContact"
SubCommand_5 = "15_MakeCallToCampaignContact"
SubCommand_6 = "20_MakeCallToContact"
SubCommand_7 = "30_MakeCallToSRContact"
SubCommand_1000 = "100_MakeCallToPopupEmployee"
Hidden = "TRUE"
LocalMenu = "TRUE"
MenuPosition = "5"
Title = "Make Call"
[Command:ChangeBusyStateGroup]
DeviceCommand = "ChangeBusyState"
Hidden = "TRUE"
[Command:SendSMSGroup]
Description = "Send wireless message"
DeviceCommand = "@CreatePopupFrame"
Hidden = "TRUE"
HotKey = "Ctrl+F9"
CmdData = "SendSMSGroup"
[CmdData:SendSMSGroup]
PostInvokeCommand = "SendSMS"
[Command:SuspendWorkGroup]
Description = "Place call on hold"
DeviceCommand = "HoldCall"
Hidden = "TRUE"
CmdData = "SuspendWorkGroup"
[CmdData:SuspendWorkGroup]
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
[Command:ConsultativeTransferGroup]
SubCommand_1 = "CompleteConsultativeTransfer"
SubCommand_2 = "ConsultativeTransferToPhone"
SubCommand_3 = "ConsultativeTransferToEmployee"
SubCommand_4 = "ConsultativeTransferToPopupEmployee"
Hidden = "TRUE"
Comments = "Consultative Call transfer"
[Command:SendSMS]
Hidden = "TRUE"
ServiceMethod = "HTML Communication Client.SendCommunication"
CmdData = "SendSMS"
[CmdData:SendSMS]
ServiceParam.CommType = "Wireless"
[Command:SendFax]
Hidden = "TRUE"
ServiceMethod = "HTML Communication Client.SendCommunication"
CmdData = "SendFax"
[CmdData:SendFax]
ServiceParam.CommType = "Fax"
[Command:SignOnGroup]
Description = "Login to CTI-Server"
DeviceCommand = "LogIn"
Hidden = "TRUE"
CmdData = "SignOnGroup"
[CmdData:SignOnGroup]
Param.ACDQueue = "{@QueueList}"
Param.AgentId = "{@AgentId}"
Param.AgentPin = "{@AgentPin}"
[Command:15_MakeCallToCampaignContact]
Description = "Make Call to Campaign Contact"
DeviceCommand = "MakeCall"
Hidden = "TRUE"
LocalMenu = "TRUE"
MenuPosition = "15"
Title = "Make Call to Campaign Contact"
Comments = "Make Call to Campaign Contact"
CmdData = "MakeCallToCampaignContact"
[CmdData:MakeCallToCampaignContact]
BusComp = "Campaign List Contact"
Param.PhoneNumber = "{Calculated Work Phone #:Lookup}"
RequiredField.'Calculated Work Phone #' = "?*"
[Command:ResetStateGroup]
DeviceCommand = "ResetState"
Hidden = "TRUE"
[Command:SetAgentState]
Description = "Set Agent State"
DeviceCommand = "SetAgentState"
Hidden = "FALSE"
MenuPosition = "98"
Comments = "Set Agent State Applet"
CmdData = "SetAgentState"
[CmdData:SetAgentState]
Param.Description = "[Description:Number]"
Param.Mode = "[Mode:Number]"
SelectApplet = "Agent State Applet"
SelectBusComp = "Agent State"
SelectBusObj = "Agent State"
SelectParam = "TRUE"
SelectTitle = "Set Agent State to"
[Command:01_MakeCallToPhone]
Description = "Make Call to {@Phone}"
DeviceCommand = "MakeCall"
Hidden = "TRUE"
OnEditControl = "TRUE"
Order = "1"
Title = "Make Call to {@Phone}"
Comments = "Make Call to {@Phone}"
CmdData = "MakeCallToPhone"
[CmdData:MakeCallToPhone]
AttachContext = "TRUE"
Param.PhoneNumber = "{@Phone}"
RequiredField.@Phone = "?*"
[Command:BlindTransferToPhone]
Description = "Mute Transfer to {@Phone}"
DeviceCommand = "TransferMute"
Hidden = "TRUE"
OnEditControl = "TRUE"
Comments = "Mute Transfer to {@Phone}"
CmdData = "BlindTransferToPhone"
[CmdData:BlindTransferToPhone]
AttachContext = "TRUE"
Param.PhoneNumber = "{@Phone:PhoneTypeLookup}"
Param.TrackingId = "{@SelectedWorkItem:DriverWorkTrackID}"
RequiredField.@Phone = "?*"
[Command:BlindTransferToPopupEmployee]
Description = "Mute Transfer to Popup Employee"
DeviceCommand = "TransferMute"
Hidden = "TRUE"
MatchWorkType = "TRUE"
Title = "&Mute Transfer"
Comments = "Mute Transfer to Popup Employee"
CmdData = "BlindTransferToPopupEmployee"
[CmdData:BlindTransferToPopupEmployee]
AttachContext = "TRUE"
Param.PhoneNumber = "[Phone #:Lookup]"
Param.TrackingId = "{@SelectedWorkItem:DriverWorkTrackID}"
SelectApplet = "ACD Transfer Call Applet"
SelectBusComp = "Employee"
SelectBusObj = "Employee"
SelectParam = "TRUE"
SelectTitle = "Begin Mute Transfer to:"
[Command:ForwardWorkGroup]
CmdChannelOnFocus = "TRUE"
DeviceCommand = "ForwardCall"
Hidden = "TRUE"
[Command:ReleaseWorkGroup]
DeviceCommand = "ReleaseCall"
Hidden = "TRUE"
[Command:ResumeWorkGroup]
DeviceCommand = "UnHoldCall"
Hidden = "TRUE"
CmdData = "ResumeWorkGroup"
[CmdData:ResumeWorkGroup]
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
[Command:20_MakeCallToContact]
Description = "Make Call to Contact"
DeviceCommand = "MakeCall"
Hidden = "TRUE"
LocalMenu = "TRUE"
MenuPosition = "20"
Title = "Make Call to Contact"
Comments = "Make Call to Contact"
CmdData = "MakeCallToContact"
[CmdData:MakeCallToContact]
BusComp = "Contact"
Param.Contact_Id = "{Contact.Id}"
Param.PhoneNumber = "{Work Phone #:Lookup}"
RequiredField.'Work Phone #' = "?*"
[Command:30_MakeCallToSRContact]
Description = "Make call to service request contact"
DeviceCommand = "MakeCall"
Hidden = "TRUE"
CmdData = "MakeCallToSRContact"
[CmdData:MakeCallToSRContact]
BusComp = "Service Request"
OnField = "Contact Business Phone"
Param.PhoneNumber = "{Contact Business Phone:Lookup}"
RequiredField.'Contact Business Phone' = "?*"
[Command:CompleteConferenceCall]
Description = "Conference all parties together"
DeviceCommand = "ConferenceComplete"
Hidden = "TRUE"
MatchWorkType = "TRUE"
Comments = "Conference all parties together"
[Command:MakeCallGroup]
SubCommand_1 = "01_MakeCallToPhone"
SubCommand_3 = "05_MakeCallToAccount"
SubCommand_4 = "10_MakeCallToActivityContact"
SubCommand_5 = "15_MakeCallToCampaignContact"
SubCommand_6 = "20_MakeCallToContact"
SubCommand_7 = "30_MakeCallToSRContact"
SubCommand_1000 = "100_MakeCallToPopupEmployee"
Hidden = "TRUE"
[CmdData:ForwardWorkItemData]
Param.PhoneNumber = "{@SelectedText:Lookup}"
RequiredField.@SelectedText = "?*"
[CmdData:LogOutData]
Param.ACDAgentID = "{@AgentId}"
Param.Agent = "{@UserName}"
[CmdData:ChangeAgentStatusData]
Param.Agent = "{@UserName}"
Param.AgentExtension = "{@DNList}"
Param.AgentStatus = "AVAILABLE"
[CmdData:LogInData]
Param.Agent Password = "{@AgentPin}"
Param.AgentExtension = "{@DNList}"
Param.AgentID = "{@AgentId}"
[EventHandler:10_OutboundCallToSRContact]
# THIS IS USED TO CREATE OUTBOUND = "ACTIVITIES FOR CALLS TO SR CONTACTS"
Filter.ConnectType = "OUTBOUND"
Filter.Contact_Id = "?*"
Filter.SR_Id = "?*"
DeviceEvent = "OnConnect"
Response = "OutboundCallToSRContact"
Order = "10"
[EventResponse:OutboundCallToSRContact]
Log = "OutboundCallToSRContact"
[EventLog:OutboundCallToSRContact]
#PERFORMED DURING OUTBOUND CALL TO SR CONTACT; = "CREATES ASSOCIATED ACTIVITY RECORD"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.'Activity SR Id' = "{SR_Id}"
LogField.'Contact Id' = "{Contact_Id}"
LogField.Alarm = "N"
LogField.Description = "Outbound Call to {DNIS}"
LogField.Status = "Done"
LogField.Type = "Call - Outbound"
[EventHandler:11_OutboundCallToContact]
# THIS IS USED TO CREATE OUTBOUND = "ACTIVITIES FOR CALLS TO CONTACTS"
Filter.ConnectType = "OUTBOUND"
Filter.Contact_Id = "?*"
DeviceEvent = "OnConnect"
Response = "OutboundCallToContact"
Order = "11"
[EventResponse:OutboundCallToContact]
Log = "OutboundCallToContact"
[EventLog:OutboundCallToContact]
#PERFORMED DURING OUTBOUND CALL TO CONTACT; = "CREATES ASSOCIATED ACTIVITY RECORD"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.'Contact Id' = "{Contact_Id}"
LogField.Alarm = "N"
LogField.Description = "Outbound Call to {DNIS}"
LogField.Status = "Done"
LogField.Type = "Call - Outbound"
[EventHandler:07_InboundSRIVR]
Filter.DNIS = "45?4"
Filter.UUI = "?*"
DeviceEvent = "OnConnect"
Response = "InboundSRIVR"
Order = "7"
[EventResponse:InboundSRIVR]
FindDialog = "Corporate Contact"
FindField.Last Name = "Ask caller for name"
MultiView = "Account List View"
QueryBusComp = "Account"
QueryBusObj = "Account"
QuerySpec = "'Main Phone Number' like '*{UUI}'"
ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI"
ServiceParam.Field = "Work Phone #"
SingleView = "Account Detail - Activities View"
SingleLog = "SRIVRCallFound"
Log = "SRIVRCallNotFound"
[EventLog:SRIVRCallFound]
AfterCall.'ACD Call Duration' = "{@CallDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.'Account Id' = "{Account.'Parent Account Id'}"
LogField.'Call Id' = "{UCID}"
LogField.Description = "Inbound call from {UUI}"
LogField.Status = "Done"
LogField.Type = "Call - Inbound VRU"
[EventLog:SRIVRCallNotFound]
AfterCall.'ACD Call Duration' = "{@CallDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.'Call Id' = "{UCID}"
LogField.Description = "Inbound call from {UUI}"
LogField.Status = "Done"
LogField.Type = "Call - Inbound VRU"
[EventHandler:02_InboundCallWithDigits]
# USE THIS IF COLLECTING DIGITS = "(i.e. ACCOUNT NUMBER) VIA THE CALL SERVICE"
Filter.CollectedDigits = "?*"
Filter.ConnectType = "INBOUND"
DeviceEvent = "OnConnect"
Response = "InboundCallWithDigits"
Order = "2"
[EventResponse:InboundCallWithDigits]
#PERFORMS A DIGITS LOOKUP...IF FOUND: SINGLE OR MULTI = "VIEW WITH SINGLE OR MULTI ACITVITY RECS; ELSE FIND DIALOG"
FindDialog = "Corporate Contact"
FindField.Last Name = "PIN Not Found"
MultiView = "Contact List View"
QueryBusComp = "Contact"
QueryBusObj = "Contact"
QuerySpec = "'Last Name' = '{CollectedDigits}'"
SingleView = "Contact Detail View"
SingleLog = "InboundCallFound_DIGITS"
Log = "InboundCallNotFoundForFindBox_DIGITS"
MultiLog = "InboundCallNotFound_DIGITS"
[EventLog:InboundCallFound_DIGITS]
#PERFORMED IF SIEBEL RECORD FOUND; CREATES = "ASSOCIATED ACTIVITY RECORD"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.'Contact Id' = "{Contact.Id}"
LogField.Alarm = "N"
LogField.Description = "Inbound Call digits entered {CollectedDigits}"
LogField.Status = "Done"
LogField.Type = "Call - Inbound"
[EventLog:InboundCallNotFoundForFindBox_DIGITS]
#PERFORMED IF SIEBEL RECORD NOT FOUND; CREATES = "NON-ASSOCIATED ACTIVITY RECORD"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.Alarm = "N"
LogField.Description = "Inbound Call digits entered {CollectedDigits}"
LogField.Status = "Done"
LogField.Type = "Call - Inbound"
[EventLog:InboundCallNotFound_DIGITS]
#PERFORMED IF SIEBEL RECORD NOT FOUND; CREATES = "NON-ASSOCIATED ACTIVITY RECORD"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.Alarm = "N"
LogField.Description = "Inbound Call digits entered {CollectedDigits}"
LogField.Status = "Done"
LogField.Type = "Call - Inbound"
[EventHandler:1_InboundChatWithUUI]
Filter.ConnectType = "INBOUND"
Filter.DNIS = "3420"
Filter.UUI = "?*"
DeviceEvent = "OnConnect"
Response = "InboundChatWithUUI"
Order = "1"
[EventResponse:InboundChatWithUUI]
FindDialog = "Corporate Contact"
FindField.LastName = "Ask caller for name"
MultiView = "Account List View"
QueryBusComp = "Account"
QueryBusObj = "Account"
QuerySpec = "'Main Phone Number' like '*{UUI}'"
SingleView = "Service Account List View"
SingleLog = "InboundChatWithUUI"
[EventLog:InboundChatWithUUI]
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Account"
Display = "TRUE"
LogField.Alarm = "N"
LogField.Description = "Web Chat Account number entered: {UUI}"
LogField.Status = "Done"
LogField.Type = "Web Chat - Inbound"
[EventHandler:12_OutboundCallToAccount]
#THIS IS USED TO CREATE OUTBOUND = "ACTIVITIES FOR CALLS TO ACCOUNTS"
Filter.Account_Id = "?*"
Filter.ConnectType = "OUTBOUND"
DeviceEvent = "OnConnect"
Response = "OutboundCallToAccount"
Order = "12"
[EventResponse:OutboundCallToAccount]
Log = "OutboundCallToAccount"
[EventLog:OutboundCallToAccount]
#PERFORMED DURING OUTBOUND CALL TO ACCOUNT; = "CREATES ASSOCIATED ACTIVITY RECORD"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.'Account Id' = "{Account_Id}"
LogField.Alarm = "N"
LogField.Description = "Outbound Call to {DNIS}"
LogField.Status = "Done"
LogField.Type = "Call - Outbound"
[EventHandler:01_TransferWithBookmark]
# USE THIS TO CAPTURE BOOKMARK = "SCREEN TRANSFERS"
Filter.ConnectType = "INBOUND"
Filter.SiebelViewBmk = "?????*"
DeviceEvent = "OnConnect"
Response = "TransferWithBookmark"
Order = "1"
[EventResponse:TransferWithBookmark]
#PERFORMED IF BOOKMARK TRANSFER RECEIVED; = "POPS SCREEN, CREATES AN ACTIVITY"
UseCtxData = "TRUE"
Log = "TransferWithBookmark"
[EventLog:TransferWithBookmark]
#CALLED FROM BOOKMARK TRANSFER RESPONSE; = "CREATES A NON-ASSOCIATED ACTIVITY"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.Alarm = "N"
LogField.Description = "{CallNotifyText}"
LogField.Status = "Done"
LogField.Type = "Call - Inbound"
[EventHandler:03_InboundCallWithANI]
# THIS WILL BE USED TO LOOK UP THE = "CALLERS 10 DIGIT ANI (does not look up agent extensions)"
Filter.ANI = "???*"
Filter.ConnectType = "INBOUND"
DeviceEvent = "OnConnect"
Response = "InboundCallWithANI"
Order = "3"
[EventResponse:InboundCallWithANI]
#PERFORMS AN ANI LOOKUP...IF FOUND: SINGLE OR MULTI = "VIEW WITH SINGLE OR MULTI ACITVITY RECS; ELSE FIND DIALOG"
FindDialog = "Corporate Contact"
FindField.Last Name = "Ask Caller for Name"
MultiView = "Contact List View"
QueryBusComp = "Contact"
QueryBusObj = "Contact"
QuerySpec = "'Work Phone #' = '650477{ANI}'"
SingleView = "Contact Detail View"
SingleLog = "InboundCallFound_ANI"
Log = "InboundCallNotFoundForFindBox_ANI"
MultiLog = "InboundCallNotFound_ANI"
[EventLog:InboundCallFound_ANI]
#PERFORMED IF SIEBEL RECORD FOUND; CREATES = "ASSOCIATED ACTIVITY RECORD"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.'Contact Id' = "{Contact.Id}"
LogField.Alarm = "N"
LogField.Description = "Inbound Call from {ANI}"
LogField.Status = "Done"
LogField.Type = "Call - Inbound"
[EventLog:InboundCallNotFoundForFindBox_ANI]
#PERFORMED IF SIEBEL RECORD NOT FOUND; CREATES = "NON-ASSOCIATED ACTIVITY RECORD"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.Alarm = "N"
LogField.Description = "Inbound Call from {ANI}"
LogField.Status = "Done"
LogField.Type = "Call - Inbound"
[EventLog:InboundCallNotFound_ANI]
#PERFORMED IF SIEBEL RECORD NOT FOUND; CREATES = "NON-ASSOCIATED ACTIVITY RECORD"
AfterCall.'ACD Call Duration' = "{@WorkDuration}"
BusComp = "Action"
BusObj = "Contact"
Display = "TRUE"
LogField.Alarm = "N"
LogField.Description = "Inbound Call from {ANI}"
LogField.Status = "Done"
LogField.Type = "Call - Inbound"