Toolbar Adapter Device Events
This API implements the Siebel Communication Toolbar Adapter interface enabling the integration into the Siebel Communication Server.
When the Communication Toolbar Adapter receives events from CCE (agent state events, call state events) it generates corresponding Siebel Device Events. In the Siebel configuration database you can define what happens if such an event is received, e.g. pop a screen for an incoming call. A Siebel Device Event consists of an event name and one or more parameters. These events can trigger an action in Siebel, called Event Response, depending on the name of the event and the values of the event parameters.
Logical Device Service Events
AgentLoggedOn
Sent if agent logged into Cisco CCE.
Siebel-Command: AgentLoggedOn
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| channel | string | - |
AgentLoggedOff
Sent if agent logged out from Cisco CCE.
Siebel-Command: AgentLoggedOff
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| channel | string | - |
| AgentLogoutReasonCode | numberstring | - |
AgentReady
Sent if agent state changed state to Ready.
Siebel-Command: AgentReady
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| channel | string | - |
AgentNotReady
Sent if agent state changed state to NotReady.
Siebel-Command: AgentNotReady
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| channel | string | - |
| agentNotReadyReasonCode | numberstring | - |
AgentBusyReady
Sent if agent is talking or working on a task and will be Ready after the call or task.
Siebel-Command: AgentBusyReady
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| channel | string | - |
AgentBusyNotReady
Sent if agent is talking or working on a task and will be NotReady after the call or task.
Siebel-Command: AgentBusyNotReady
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| channel | string | - |
| agentNotReadyReasonCode | numberstring | - |
AgentWorkAfterCallReady
Sent if agent is in wrap-up and will be Ready after ending wrap-up.
Siebel-Command: AgentWorkAfterCallReady
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| channel | string | - |
AgentWorkAfterCallNotReady
Sent if agent is in wrap-up and will be NotReady after ending wrap-up.
Siebel-Command: AgentWorkAfterCallNotReady
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| channel | string | - |
| agentNotReadyReasonCode | numberstring | - |
CSTAError
Sent if an error occurred.
Siebel-Command: CSTAError
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| cstaErrorType | string | - |
| cstaErrorValue | string | - |
| errorType | numberstring | - |
| errorText | string | - |
SystemState
Sent if connection to MCAL or connection from MCAL to CTI server changed.
Siebel-Command: SystemState
Type: Device Event
Control:: Voice and E-Mail
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| stateInfo | string | - |
| peripheralId | numberstring | - |
| systemType | string | - |
| systemState | string | - |
Logical Call Control Events
CallOriginated
Sent if an outgoing call is dialing.
Siebel-Command: CallOriginated
Type: Device Event
Control:: Voice
Arguments: Common call event parameters.
CallDelivered
Sen, if an incoming call is ringing.
Siebel-Command: CallDelivered
Type: Device Event
Control:: Voice
Arguments: Common call event parameters.
CallEstablished
Sent if an outgoing call is connected.
Siebel-Command: CallEstablished
Type: Device Event
Control:: Voice
Arguments: Common call event parameters.
CallHeld
Sent if a call is held.
Siebel-Command: CallHeld
Type: Device Event
Control:: Voice
Arguments: Common call event parameters.
CallRetrieved
Sent if a call is retrieved.
Siebel-Command: CallRetrieved
Type: Device Event
Control:: Voice
Arguments: Common call event parameters.
CallWrapup
Sent if a call is disconnected and enters wrap-up state.
Siebel-Command: CallWrapup
Type: Device Event
Control:: Voice
Arguments: Common call event parameters.
CallEnded
Sent if call and call-wrap-up ends.
Siebel-Command: CallEnded
Type: Device Event
Control:: Voice
Arguments: Common call event parameters.
CallVarUpdated
Sent if call context has been changed.
Siebel-Command: CallVarUpdated
Type: Device Event
Control:: Voice
Arguments: only changed values of the Common call event parameters.
CallTransferredOut
Sent if call has been transferred away from the agent.
Siebel-Command: CallTransferredOut
Type: Device Event
Control:: Voice
Arguments: Common call event parameters. Additional transfer specific parameters.
CallTransferredIn
Sent if call has been transferred to the agent.
Siebel-Command: CallTransferredIn
Type: Device Event
Control:: Voice
Arguments: Common call event parameters. Additional transfer specific parameters.
CallConferenced
Sent if call has entered a conference.
Siebel-Command: CallConferenced
Type: Device Event
Control:: Voice
Arguments: Common call event parameters. Additional transfer specific parameters.
Logical Task Control Events
TaskOffered
Sent if a task is "ringing".
Siebel-Command: TaskOffered
Type: Device Event
Control:: E-Mail
Arguments: Common task event parameters.
TaskStarted
Sent if a task is accepted.
Siebel-Command: TaskStarted
Type: Device Event
Control::E-Mail
Arguments: Common task event parameters.
TaskPaused
Sent if a task is paused.
Siebel-Command: TaskPaused
Type: Device Event
Control:: E-Mail
Arguments: [Common task event parameters.](#common-taskevent-parameters)
TaskResumed
Sent if a task is resumed.
Siebel-Command: TaskResumed
Type: Device Event
Control:: E-Mail
Arguments: Common task event parameters.
TaskWrapup
Sent if a task is in wrap-up.
Siebel-Command: TaskWrapup
Type: Device Event
Control:: E-Mail
Arguments: Common task event parameters.
TaskEnded
Sent if a task is ended.
Siebel-Command: TaskEnded
Type: Device Event
Control:: E-Mail
Arguments: Common task event parameters.
TaskDeleted
Sent if a task is deleted.
Siebel-Command: TaskDeleted
Type: Device Event
Control:: E-Mail
Arguments: Common task event parameters.
ChatMessage
Sent if a chat message is received.
Siebel-Command: ChatMessage
Type: Device Event
Control:: Chat
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| Common task event parameters. | ||
| message | string | The chat message |
| InteractionId | string | Id of chat session |
ChatTyping
Sent if chat participant is typing.
Siebel-Command: ChatTyping
Type: Device Event
Control:: Chat
Arguments:
| Argument | Type | Remarks |
|---|---|---|
| Common task event parameters. | ||
| InteractionId | string | Id of chat session |
Common CallEvent parameters
To simplify using the events in Siebel, all call events have the same set of common variables. If the MCAL-Call-Event that triggers a Siebel-Call-Event does not have this field, then the field is set to the same value as in the previous event. If there is no value available from a previous event, the value is set to an empty string.
See below the table with these Common call event parameters.:
| Call-Event-Parameter | Type | Remarks | MCAL |
|---|---|---|---|
| trackingID | string | TrackingID of the call object | 'connectionCallId', headed by ‘call.' (e.g. ‘call.123') |
| alertingDevice | string | The agents extension that is ringing | alertingDevice |
| callingDevice | string | The calling device, also known as ANI | callingDevice |
| calledDevice | string | The called device | calledDevice |
| lastRedirectionDevice | string | The device from which the call was forwarded. In an ACD call, this contains the routepoint number. | lastRedirectionDevice |
| perVar1 .. perVar10 | string | PeripheralVariable (aka call variable) 1 .. 10 | perVar1..10 |
| ECC.VarName1 .. ECC.VarNameN | string | ECC variables | entries in array 'ECCVars[]' (Note: not CCE/CCH ECC variables of type array but an array filled with ECC variables) |
| wrapupData | string | Call-related wrapup data | xy |
| callType | numberstring | The Cisco call type of the call (as MCAL got it from CTI-Server) | xy |
| callDirection | string | The direction of the Call (INCOMING, OUTGOING) | xy |
| SiebelViewBmk | string | A Siebel Bookmark used for screen transfer along a call transfer/conference | xy |
| SYS.PeripheralCallKey | An optional parameter to pass the Cisco Peripheral Call Key generated by the CUCM. See chapter Make Cisco Peripheral Call Key Available in DeviceEvents how to enable it. | xy |
Please note that using the Cisco Outbound Option you will get the two reserved ECC variables "BACustomerAccountNumber" and "BACustomerPhoneNumber" in the same way as you would get any other ECC-Variable with an "ECC."-Prefix as "ECC.BACustomerAccountNumber" and "ECC.BACustomerPhoneNumber".
The following table contains the additional Call-Event-Parameters that exist in the Siebel-Event "CallTransferredOut" and "CallTransferredIn":
| Transferred-Event-Parameter | Description |
|---|---|
| transferredFromDevice | The device that transferred the call. |
| transferredToDevice | The device that received the call. |
| numParties | The number of parties in the call (except the receiver of the event) For normal call transfer the NumParties in the TransferredIn event is 1 and in the TransferredOut event is 2. For a transferred conference the count is higher. |
| connectedParty1 .. connectedPartyN | One entry for each device (see also NumParties). |
| dialedNumber1 | The number that was originally dialed by the transferring agent. |
The following table contains the additional Call-Event-Parameters that exist in the Siebel-Event "EventConferenced":
| Conferenced-Event-Parameter | Description |
|---|---|
| conferencingDevice | The device that has added a party to the conference. |
| addedParty | The device that was added to the conference. |
| numParties | The number of parties in the conference (except the receiver of the event). |
| connectedParty1 .. connectedPartyN | One entry for each device (see also NumParties). |
Common TaskEvent parameters
To simplify using the events in Siebel, all the task events have the same set of common variables. If the MCAL-Task-Event that triggers a Siebel-Task-Event doesn't have this field, then the field is set to the same value as in the previous event. If there is no value available from a previous event, the value is set to empty string.
See below the table with these common task event parameters:
| Task-Event-Parameter | Type | Remarks | MCAL |
|---|---|---|---|
| channel | string | In this release of the software, the channel is always "Mail". (Other types will follow in later releases of the software) | xy |
| trackingID | string | TrackingID of the task object | 'connectionCallId', headed by type 'mail', 'email' or 'ticket' (e.g. 'email.123') |
| mediaURL | string | The media URL that specifies the media | correlatorData |
| sender | string | Specifies the task sender | callingDevice |
| destination | string | Specifies the original destination of the task | calledDevice |
| subject | string | The device from which the call was forwarded. In an ACD call this contains the routepoint number | lastRedirectionDevice |
| perVar1 .. perVar10 | string | PeripheralVariable (aka call variable) 1 .. 10 | perVar1 .. 10 |
| ECC.VarName1 .. ECC.VarNameN | string | ECC variables | entries in array 'ECCVars[]' (Note: not CCE/CCH ECC variables of type array but an array filled with ECC variables) |
| localCallData | string | A string that can be optionally attached to the call in the AnswerCall command. You can use this for example if the agent has different answer call buttons to trigger different sets of event handlers for the call. | xy |
The following table shows the additional and specific task event parameters of the channel type email (other task types will follow in later versions of the software):
| Task-Event-Parameter | Description |
|---|---|
| mailToAlias | The name alias of the destination email address, string |
| mailFromAlias | The name alias of the sender email address, string |
- dialedNumber is provided for CallTransferredOut only↩