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Version: 2.7.0

Set Call Variables

Required Changes​

Changes in UCCE​

Select a peripheral or ECC variable that should contain the data entered by the agent.

Two things must be considered when using a peripheral variable:

  • The entered value must not exceed a length of 39 characters
  • The variable shall not be used for any other purpose then holding the entered value (e.g. routing relevant data)

If no peripheral variables are available or more space is needed, an ECC variable can be used. An ideal ECC variable can be searched for or created via the Configuration Manager/Expanded Call Variable List Mask of the Admin Workstation.

Expanded Call Variable List

If the ECC variable has to be available in the TCD records, it must be declared as persistent. Otherwise, the setting can be omitted.

Change in MCAL configuration file​

For peripheral variables, no additional configuration required in the ConnectMCAL configuration file.

In order to access a selected ECC variable in Siebel, it must be subscribed by the ConnectMCAL. This subscription is done in the ConnectMCAL configuration file. The config key CtiAttachedDataEccVariableName from the section [Config] needs to be enhanced with the desired ECC variable. In following example we configured the ECC variable user.persistent25:

[Config]
CtiAttachedDataEccVariableName=BAAccountNumber, ... ,BAStatus,BATimeZone,user.persistent25

After a config file change, the ConnectMCAL Service must be restarted.

Changes in the Siebel definition file​

Relevant Configuration in ConnectMcal_default.ini​

Please insert a new sub command in front of the group.

Old

[Command:MakeCallGroup]
SubCommand_1  = "MakeCallToSelectedPhone"  
SubCommand_2  = "MakeCallToCurrentPhone"  
SubCommand_3  = "MakeCallToPopupEmployee"  
CmdData       = ""  
Hidden        = "TRUE" | [Command:MakeCallGroup]

New

[Command:MakeCallGroup]  
  SubCommand_1  = "SetCallVariableByEditFieldGroup"  
  SubCommand_2  = "MakeCallToSelectedPhone"  
  SubCommand_3  = "MakeCallToCurrentPhone"  
  SubCommand_4  = "MakeCallToPopupEmployee"  
  CmdData       = ""  
  Hidden        = "TRUE"

The new commands are ideally placed before the MakeCallToSelectedPhone command. The Title, Description, and ServiceParam.Text can be changed.

new: Command:SetCallVariableByEditFieldGroup

[Command:SetCallVariableByEditFieldGroup]
FilterSpec = "[`$GetCommandStatus(`ReleaseCall`)`] = 'Enabled' AND  [`$GetCommandStatus(`AnswerCall`)`] = 'Disabled'"  
SubCommand_1 = "SendCallVariableByEditField"  
SubCommand_2 = "PutCallVariableByEditFieldSuccessfully"  
ExecuteAll = "TRUE"  
Title = **"Send CallVariable by Edit field"**  
Description = **"Send CallVariable "{@EditControl}" to UCCE"**  
CmdChannelOnFocus = "TRUE"

new: Command:SendCallVariableByEditField

[Command:SendCallVariableByEditField] 
DeviceCommand     = "SetCallData"  
CmdData           = "SendCallVariableByEditFieldData"  
Hidden            = "TRUE"  
[CmdData:SendCallVariableByEditFieldData]  
Param.**ECC.user.persistent25** = "{@EditControl}"  
Param.trackingId = "{@SelectedWorkItem:DriverWorkTrackID}"  
;sample to set call peripheral variable 5  
;[CmdData:SendCallVariableByEditFieldData]  
;  Param.**perVar5** = "{@EditControl}"  
;  Param.trackingId = "{@SelectedWorkItem:DriverWorkTrackID}"

new: Command:PutCallVariableByEditFieldSuccessfully


[Command:PutCallVariableByEditFieldSuccessfully]  
ServiceMethod = "Communications Client.ShowStatusText"  
CmdData = "PutCallVariableByEditFieldSuccessfullyData"  
Hidden = "TRUE"  
[CmdData:PutCallVariableByEditFieldSuccessfullyData]  
ServiceParam.Text = "Call data "{@EditControl}" are send"                                                                                                                                           ```                                                                                                     |