CTI commands

Following are the commands and required parameters that Siebel sends to the CIC Integration with Siebel.

Note: Some commands have more parameters passed to the CIC Integration with Siebel. However, they are not required and are not listed here.

Login

Logs in the Siebel user to the CIC phone system. The following table lists the required parameters for Login.

Parameter	Description
userId	Siebel Agent's user name The Siebel Agent's user name MUST match the CIC Agent's user name. UserPin is the agent's password for the CIC phone system. If this requirement is not met, the Siebel user cannot log on to the CIC system.
Station	Siebel Agent's Teleset extension The extension of the teleset the agent is logging on to MUST match the extension of the CIC workstation. Note: This field is empty if telesets are not used. (For more installations, this field is empty.)
remoteStr	This parameter delivers the contents of the telephone box on the Siebel CTI toolbar. This value is used to define the workstation being logging on to. For more information, see Mapping agents' phones to workstations.
clientHostName	Siebel provides the host name of the workstation the agent is logging on from using the macro {@ClientHostName}. This host name is necessary Interaction Screen Recorder to work if the user does not intend on using the CIC client side-by-side with the Siebel web client.
initialStatus	This value initially sets the users status upon logon. By default it is left blank assuming the persistent status on the last logon is the initial status.

Logout

Logs the Siebel user out of the CIC phone system. No parameters are required for this command.

MakeCall

Calls another party. The following table lists the required parameters for MakeCall.

Parameter	Description
PhoneNumber	Phone number of the party to call

AnswerCall

Picks up the call alerting to the agent. This command is not enabled in an Auto Answer environment. This command has no required parameters.

PickupCall

Picks up the selected interaction. This command is much like the AnswerCall command, but allows for a specific interaction id to be provided.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

ReleaseCall

Disconnects the currently selected call WorkItem. The following table lists the required parameters for ReleaseCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

TransferMute

Blind transfers the currently selected call WorkItem to another party. The following table lists the required parameters for TransferMute.

Parameter	Description
TrackingID	Unique ID of the CIC interaction
PhoneNumber	Phone number of the party to call

TransferInit

Places the currently selected call WorkItem on hold while calling another party. The following table lists the required parameters for TransferInit.

Parameter	Description
TrackingID	Unique ID of the CIC interaction
PhoneNumber	Phone number of the party to call

TransferComplete

Transfers the original caller to the other party called in TransferInit. The following table lists the required parameters for TransferComplete.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

ConferenceInit

Places the currently selected call WorkItem on hold while calling another party. The following table lists the required parameters for ConferenceInit.

Parameter	Description
TrackingID	Unique ID of the CIC interaction
PhoneNumber	Phone number of the party to call

ConferenceComplete

Places the Siebel Agent, the original caller, and the other party called in ConferenceInit into a conference call. If the original call is actually an existing conference call, the other party is added as a new party to this conference call. The following table lists the required parameters for ConferenceComplete.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

RetrieveCall

Places the currently selected call WorkItem on hold while retrieving the other call. This command is used after starting a consult transfer or conference call. The following table lists the required parameters for RetrieveCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

HoldCall

Places the currently selected call WorkItem on hold. The following table lists the required parameters for HoldCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

UnHoldCall

Resumes the currently selected call WorkItem. The following table lists the required parameters for UnHoldCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

RecordCall

Starts an ad-hoc recording of the currently selected call WorkItem. The following table lists the required parameters for RecordCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

UnRecordCall

Stops an ad-hoc recording of the currently selected call WorkItem. The following table lists the required parameters for UnRecordCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

PrivateCall

Assigns the private tag to the currently selected call WorkItem. The following table lists the required parameters for PrivateCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

UnPrivateCall

Removes the private tag for the currently selected call WorkItem. The following table lists the required parameters for UnPrivateCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

MuteCall

Mutes the currently selected call WorkItem. The following table lists the required parameters for MuteCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

UnMuteCall

Unmutes the currently selected call WorkItem. The following table lists the required parameters for UnMuteCall.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

ChangeNotReadyState

Changes the current CIC Status of the user. If no parameters are passed, the user status switches between the configurable Available type status and the configurable Do Not Disturb type status. For more information, see CTI driver parameters.

The following table lists the required parameters for ChangeNotReadyState.

Parameter	Description
ReasonCode	(Optional)

WorkItemChangeCallSelected

Siebel sends a notification to the CIC Integration to Siebel when the user has selected a different call WorkItem in the WorkItem list. The following table lists the required parameters for WorkItemChangeCallSelected.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

RefreshToolbar

Refreshes the Communication button’s current configuration, based on the currently selected call WorkItem. There are some instances when the CIC phone system may be out of sync with the toolbar.

Note: Out of the box, this command is only available in the Communications menu.

The following table lists the required parameters for RefreshToolbar.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

SendScreenPop

Allows the user to request a screen pop at any time. It takes the currently select call WorkItem, generates the screen pop, and sends it to Siebel through the EventReqPop Event. SendScreenPop can only be sent while a call is selected. The following table lists the required parameters for SendScreenPop.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

ResetSession

Resets the existing session for this user. Use this command to reset a session that has become unresponsive or during a client session when a user is already logged on to Siebel. The following table lists the required parameters for ResetSession.

SecureRecordingPause

Starts the secure recording pause so that an agent can receive secure information from a caller and ensure that no secure information is logged (for example, social security number, credit card number, and so on).

Parameter	Description
TrackingID	Unique ID of the CIC interaction

SecureRecordingUnpause

Stops the secure recording pause and resumes quality monitoring.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

RequestEvent

Causes the CIC Integration with Siebel to respond with a CTI event using the Event parameter with the standard attributes. This command allows an agent to request a specific event to reoccur. For example, the agent can request that the original interaction delivery screen pop to reappear (the event used in this example is EventConnected).

Parameter	Description
TrackingID	Unique ID of the CIC interaction
Event	Name of the event to request

ShowTransferDialog

Opens the CIC client’s Transfer dialog box for the selected interaction. The Transfer dialog box appears over the top of the Siebel web client.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

ShowInteractionClient

Brings the CIC client to the forefront of the user’s screen.

ShowDialpad

Displays the CIC client dial pad.

ShowAssistanceDialog

Displays the CIC client Assistance dialog box.

Parameter	Description
TrackingID	Unique ID of the CIC interaction

SetAttribute

Sets a list of attributes on the specified interaction.

Parameter	Description
TrackingID	Unique ID of the CIC interaction
<ATTRIBUTE VALUE>	All of the parameters provided when executing this command are set on the selected interaction: The Parameter name equates to the Interaction Attribute name. The Parameter value is the value stored for the Interaction Attribute. As a result, numerous attributes can be set with one execution of the SetAttribute command.