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Default System Event Handlers

Following is a list of the system event handlers that ship with IC 3.0.

Warning: These handlers should never be modified in any way. Customization points have been placed within these handlers that call custom subroutines. Any custom processing you want to add to these handlers should be done in those custom subroutines and not in the handlers themselves. Any modifications made directly to these base handlers may cause your system to become unstable.

System_AsynchronousDigitsReceived

This handler starts any time a GetDigitsExAsynch event is created by the Extended Get Key Async tool. This handler picks up call processing where it was left off in the handler that generated the event.

System_CallOfferingNonSystemQueue

This handler determines the type of queue (user or workgroup) that a call should be routed to and calls the appropriate subroutine.

System_CallOfferingOperatorAttendant

This handler starts any time a Transfer to the operator is generated. The event is generated by handlers when a call on the IVR or a call in the Interaction Attendant transfers to the operator.

System_CallOfferingOutboundAttendant

This handler starts any time a Transfer to the Outbound Attendant is generated. The event is generated by handlers when a call on the IVR or a call in the Interaction Attendant transfers to the Outbound Attendant. Calls from Interaction Dialer may generate this event when sending calls to an IVR.

System_CallOfferingSystemQueue

This handler starts any time a Transfer to System Queue event is generated. This event is generated any time a call is placed on the system queue. The SetCallState step changes the state to connected, but it will fail if the call object no longer exists (i.e. the call disconnected after this handler started). This handler is called only when a call is sent to the System queue after some other IVR processing has been performed. New incoming calls are placed          on the System queue by the Sytem_IncomingCall handler.

System_ClientDisconnect

This handler is intended to allow users to create custom handling for telephone calls being disconnected. This handler runs whenever a Custom Client Disconnect initiator is fired. Once initiated, the handler queries the media type for the interaction to be disconnected. If the interaction is a telephone call, the CustomClientDisconnect subroutine is called, then the call is disconnected. For all other media, the interaction is simply disconnected.

System_ClientPlayRecording

This handler starts any time the client plays a recording through a user's currently logged in station.

System_ClientPromptRequest

This handler starts when a CIC client user presses one of the record prompt buttons located on the Configuration page. The three types of prompts that can be recorded are Name, No Answer, Out of Office, and Smile. Information about the station and user queue from which the request originated is also collected.

System_ContinuousListenRequest

This handler processes continuous monitoring requests from a CIC client. It simply calls SystemContinuousListen to perform the monitor function.

System_EmailOfferingInteractionAttendant

This handler starts any time an email interaction is transferred from one node to another in the Email Attendant. This event is generated by handlers.

System_FaxSendCompleted

This handler runs after a fax was successfully or unsuccessfully sent. After this handler runs, the server copy of the fax file is deleted. If the Fax send was successful, an email is sent to the sender indicating success. If the fax send failed, an email indicating the failure is sent to the sender. If the fax send failed, and the fax file was successfully created, the fax file is included in the failed message email to the sender so that he or she can try resending.

System_GenericObjectOfferingNonSystemQueue

This handler uses the Query Queue Type tool to determine if the queue id is a user or workgroup queue and will send the call into SystemIVRUserQueueCallback or SystemIVRWorkgroupQueue as appropriate.

System_HeldInteractionTimer

This handler starts when a call is on hold for a period of time longer than is specified in the Held Interaction Timeout server parameter in Interaction Administrator. The handler then calls CustomHeldCallTimer to perform special processing on that call. There is no processing by default, but you could configure anything you like.

System_IncomingCall

This handler answers an incoming call when it first comes in to CIC. System_Incoming Call then calls several customization points to process the new call. This handler then calls SystemIVR where prompts are played and the caller's key presses are evaluated.

System_IncomingFax

System_IncomingFax looks for information in the Fax object and the IncomingFax event and uses this information to route the fax to a recipient. This handler sends the fax file as an attachment to an email. It runs after the Fax server finishes receiving a fax.

System_IncomingInteraction

This handler processes an incoming web interaction when it first enters CIC and transfers it to the appropriate queue.

System_IncomingQueueEmail

This handler is initiated by the postmaster server any time an incoming email is detected. The handler retrieves the attributes of the email object, formats the body and subject of the email, assigns any new attributes, and transfers the email object to the appropriate queue.

System_IncomingSMS

This handler processes NewIncomingSMS events. It first calls CustomIncomingSMS, so that any customization can happen before the standard process. If the handler is allowed to continue after the customization point, it fetches the System Parameter "SMS Inbox" for the name of the mailbox the SMS should be sent to. If the System Parameter does not exist, the SMSObject is simply disconnected.

In the other case, it queries the System Parameter "SMS Outbox", and will use the value for the ReplyTo field of the email. This allows the agent or the user to reply to an SMS Message with another SMS Message. When the email is sent the SMSObject is disconnected.

  • The Subject will contain the phone number used to send the SMS Message to the PureConnect Platform.

  • The Body will contain the text of the SMS Message.

  • Localization Note—the Template String SYSTEM_INCOMING_SMS_SUBJECT is used for the text of the Subject.

System_IncomingSR

This handler processes NewIncomingSR events. It first calls CustomIncomingSR, so that any customization can happen before the standard process. If the handler is allowed to continue after the customization point, it fetches the System Parameter "SMS Inbox" for the name of the mailbox the SMS should be sent to. If the System Parameter does not exist, the SMSObject is simply disconnected. When the email is sent the SMSObject is disconnected.

  • The Subject will contain the phone number used to send the SMS Status Report to the PureConnect Platform.

  • The Body will contain the TicketId, the SMS Status, the SMS Detailed Status, the Client Id, and the Broker Date of the SMS Status Report.

  • Localization Note—the Template String SYSTEM_INCOMING_SR_SUBJECT is used for the text of the Subject. The Template String SYSTEM_INCOMING_SR_BODY is used for the text of the Body.

System_InitiateCallRequest

This handler places an intercom call or a call on an outside line. This handler is started when someone places a call using a CIC client or places a call from a station.

System_InitiatePage

This handler is used to execute a page through the client.

System_InteractionOfferingNonSystemQueue

This handler launches in response to an Interaction on Non System Queue event. It first determines the type of interaction, then routes the intereraction to the appropriate queue.

System_InteractionVoicemail

This handler sends a chat session or callback to voicemail.

System_MessageLight

This handler starts when a voicemail is left, a message is sent from remote voicemail, or when a reply is made to a previously left voicemail. This handler will check each station associated with the message and set the voicemail indicator to on or off, depending on whether or not there are unchecked messages still at that station.

System_OutgoingFax

This handler runs when a fax is sent manually from the Interaction Fax viewer. The only action this handler performs is to queue the fax for sending.

System_OutgoingQueueEmail

This handler prepares an outgoing email to be sent. Any necessary formatting such as adding a "Re:" prefix to the subject line is done, any attachments are bundled together, and the email object is transferred to the outgoing mail queue.

System_OutgoingSMS

This handler processes NewOutgoingSMS events. It is usually triggered from a Client application or via the SMS Send tool from a handler. It just calls the SMS CompleteSend tool to instruct the SMSServer to actually send the SMS Message to the SMS Broker. It simply disconnects the SMSObject on success. On failure, It will try to the SMS Results from the SMSObject and calls CustomSystemError, then disconnects the SMSObject.

System_OutgoingSMSEmail.ihd

This handler monitors a mailbox and will use its incoming emails to send SMS Messages. The Subject must contains the destination(s). In case of more than one destination, they must be separated with a comma, a semi-colon, a pipe, or a forward slash. The body of the email is the text of the SMS Message. If the subject does not resolve in a list of valid phone numbers (according to your Dial Plan), the process is cancelled silently.

Note: The shipped handler monitors the mailbox number 12. It is the responsibility of the CIC Administrator to set up that mailbox in Interaction Administrator. When this operation is done the first time, it is advisable to reopen this handler and verify that it actually points to mailbox number 12.

System_ParallelMakeCallProcess

This handler initiates multiple call threads in the follow me functionality.

System_QueueEmailOfferingNonSystemQueue

This handler starts any time a Transfer, to a user or workgroup, of a non-ACD Queue Routed Email is generated. For example, the event will fire when an agent transfers an email interaction in the client to another user or workgroup. This handler determines the type of queue (user or workgroup) that an email is routed to and calls the appropriate subroutine.

System_StationOffHook

This handler starts when someone picks up a station. This handler determines if there is a call waiting to be picked up. If there is a call waiting to be picked up, that call is connected. If there is not a call waiting to be picked up, dialtone is played and the caller can dial a number. When dialing, the caller may also enter Account and/or Authorization codes if necessary before dialing. The Station Place Call then generates an Outgoing Call Request event that will start the System_InitiateCallRequest handler.

System_SupervisorAlert

This handler starts any time Interaction Supervisor sends an email alert. Interaction Supervisor alert data is formatted and packed in an email message and sent to the intended recipient.

System_SwitchhookFlash

This handler starts when a user causes a flash event from a station connected to CIC. Flashes can be created either by quickly depressing and releasing the station switch hook, or by pressing the telephone's flash button (if one exists). The purpose of this handler is to allow station users (who are not running a CIC client) to perform basic operations such as transferring, conferencing, and checking the contents of a station queue.

System_TransferCallRequest

This handler transfers a call to an internal extension or outside telephone number. This handler starts when someone transfers a call.

System_TransferToVoicemailRequest

This handler sets a call's state to 'Voice Mail' and calls the VoiceMail subroutine. It is called from handlers, and when a CIC client user clicks the Voice Mail button. This handler also identifiers the type of queue the call is on, and plays the appropriate prompts for that queue's voicemail. If the caller is still connected after leaving voicemail, the call is transferred to the system queue.

System_TUIMenu

This handler starts any time the TUI is initiated in asynchronous mode. In asynchronous mode the handlers send an event to start a new handler thread for processing the TUI. This allows for freeing the prior handler call stack so memory can be freed before entering the TUI.

System_VoxFormRequest

This handler starts any time the voicemail player plays a recording through a user's currently logged in station.

System_WebCallBack

This handler is initiated from a callback request made at a website. This handler routes the request and sends an email to the recipient containing information pertinent to the request and requestor.

System_WrapUpRequest

This handler starts any time an ACD call or a non-ACD call to a workgroup is flagged for an agent to enter a wrap-up code for the call. The event is generated by handlers when a call flagged for wrap-up completes.