Changes in the .def File
The text provided under sections 2 and following corresponds to the sections of the GenComm_universal.def file. Please note that the name of this file has been changed. In release 7.5, the file is named GenComm_universal.def. In release 7.2 and earlier, the file was named GenComm7_universal.def.
Each section indicates how specific parameters in this .def file have changed from Adapter release version 7.2.000.13 to release version 7.5.000.12.
The text is color-coded as follows:
- Modified parameters are in blue text.
- New parameters are in green text.
- Deleted parameters are in red text.
Note that the Multimedia Component and the Media Routing Component use the same driver and profile.
The Multimedia Component shares commands and events the Media Routing Component.
The Media Routing section describe only the component specific commands and events.
The Media Routing Component uses the Multimedia component commands and events.
Note that this information is supplied as an addendum to the Gplus Adapter section
of the Migration Guide, and should be used according to the context established in that Guide.
General Instructions
Make a copy of your .def file to be used as a migration file and open it. Go through the list of .def file changes below, section by section, and apply the following instructions:
- If text is color-coded blue in a section below, find the corresponding text in your copy of the .def file and replace it with the blue text provided here.
- If text is color-coded green in a section below, find the corresponding location in your copy of the .def file; then insert the text provided here into your file.
- If text is color-coded red in a section below, find the corresponding text in your copy of the .def file and delete it.
After you have implemented the changes described above, saving the resulting file should yield
a .def file with the basic modifications required for Gplus Adapter 7, version 7.5.000.12.
Incidental modifications that may be required to integrate the Gplus Adapter with other
software applications or modifications are beyond the scope of this document.
Disclaimer
Be aware that your version of this file may have been
edited and reorganized. If so, then the sections listed below are not necessarily in the same
order as they appear in your version. For this and other reasons, it is impossible to formalize
completely the process of migration when the original .def file has been customized.
The instructions provided above are of a general nature, and do not guarantee success.
You may have to modify these instructions or replace them entirely with your own procedures.
The migration of a customized .def file is your sole responsibility. No guarantees are given
or implied with respect to the effectivelness of this document.
[Configuration Parameters]
AutoLogin = "UserPreference"
AutoLoginCmd = "SignOnGroup"
MultiTenancy = "FALSE"
PreferenceLoginCmd = "PreferenceLoginCmd"
PreferenceLogoutCmd = "PreferenceLogoutCmd"
RestoreScreenOnWorkResumed = "FALSE"
UpdateChannelStatusTable = "TRUE"
ConnectString = "CHANGE_ME"
CheckPopupBeforeExecute = "FALSE"
EmailInboundDoneQueue = "__STOP__"
EmailOutboundDoneQueue = "__STOP__"
MediaRoutingDoneQueue = "__STOP__"
MediaRoutingDefaultQueue ="E-mails for processing by agents"
FromAddress = "CHANGE_ME"
NewOutboundEmailQueue = "E-mails for processing by agents"
ReplyOutboundEmailQueue = "E-mails for processing by agents"
SendEmailNewDefaultQueue = "Outbound queue"
SendEmailReplyDefaultQueue = "Outbound queue"
NoteEmailBodyTruncated ="...Message is too large... whole content is attached as "
NoteReplyBodyTruncated ="...Source message is too large... skipped."
ChatTranscriptDirection = "TopToBottom"
ExceptionLogPrefix = "CTIExceptions_"
[Profile:Gplus Voice]
Driver = "Gplus_Voice"
Driver:SCAPIServerURL = "CHANGE_ME"
Driver:PrimaryGenCommServerURL = "CHANGE_ME"
Required:Driver:TServerAppName = "CHANGE_ME"
Driver:SwitchType = "0"
Driver:ServerPort = "CHANGE_ME"
Driver:ServerHost = "CHANGE_ME"
[Driver:Gplus_Voice]
Library Name = "GenCommDrv"
Channel String = "GPlus CTI Driver"
Channel Type = "Voice"
Icon File ="GenComm.GIF"
Interactive = "Y"
Inbound Flag = "Y"
Outbound Flag = "Y"
[Driver Parameters:Gplus_Voice]
DriverAlias = ""
MediaType = ""
Required:Driver:LibraryName ="GenComm"
Required:Driver:SCAPIServerURL = "http://localhost:19000"
Required:Driver:PrimaryGenCommServerURL = "http://localhost:18001"
Driver:BackupGenCommServerURL = "CHANGE_ME"
Required:Driver:TServerAppName = "CHANGE_ME"
Required:Name = "Gplus_Voice"
Required:Driver:ServerHost = "CHANGE_ME"
Required:Driver:ServerPort = "CHANGE_ME"
Required:Driver:SwitchType = "0"
Required:Service:DNList = "{@DNList}"
Driver:BackupServerPort = "CHANGE_ME"
Driver:BackupServerHost = "CHANGE_ME"
Driver:ReconnectTimeout = 10
Driver:Timeout = 0
Driver:RemoteTimeout = 10
Driver:InboundPartyContainer = ""
Driver:OutboundPartyContainer = ""
Driver:CommunicationDN = ""
Driver:BroadcastCommdnUserEvents2Agents = "FALSE"
Driver:AnswerCallDelay = 500
Driver:LogFile = "Gplus"
Driver:LogDir = "../log"
Driver:LogLevel = 3
Driver:Log = "TRUE"
Driver:MaxLogKB = 128
Driver:LogFilesCount = 10
Driver:LogExt = "log"
Driver:SupervisorExtensions = ""
Driver:HangupOnEventReleased = "TRUE"
Driver:AdapterAppName = "Gplus adapter"
Driver:LocalConnString = "CHANGE_ME"
Driver:NtwkReconnectTimeout = 0
Service:LogFile = "Gplus_{@UserName}"
Service:LogDir = "../log"
Service:LogLevel = 3
Service:Log = "TRUE"
Service:MaxLogKB = 128
Service:LogFilesCount = 10
Service:LogExt = "log"
Service:ACDDNList = "{@ACDDNList}"
Service:AgentWorkMode = "CHANGE_ME"
Service:SelectDN = "{@DNList}"
Service:ReleaseCallOnAutoLogout = "TRUE"
Service:ReleaseEstablishedCallOnAutoLogout = "FALSE"
Service:AgentLogOutControl = "FALSE"
Service:AgentSubstitute = "TRUE"
Service:RequestTimeout = 30
Service:UsePendingWorkmode = "FALSE"
Service:UseSStepTransferForNetworkTransfer = "FALSE"
Service:AutoRejectRecords = "TRUE"
Service:AutoLogout = "FALSE"
Service:HasAgentBusy = "FALSE"
Service:HasAnswer = "TRUE"
Service:HasDisconnect = "TRUE"
Service:HasForward = "TRUE"
Service:HasHold = "TRUE"
Service:HasGCNProtocol = "FALSE"
Service:HasWCBProtocol = "FALSE"
Service:HasOCSProtocol = "FALSE"
Driver:OCSProtocolVersion = "6.5.000.01"
Service:OCSCallBackType = "Personal"
Service:OCSTreatment = "Personal"
Service:OCSCancelScope = "AllChain"
Service:OCSDoNotCallScope = "AllChain"
Service:OCSEnableCustomerId = "TRUE"
Service:OCSEnableOutOfCampaignOperations = "FALSE"
Service:AgentPreviewModeStart = "FALSE"
Service:HasVCBProtocol = "FALSE"
Service:SwitchName = "CHANGE_ME"
Service:VCBDefaultRoutingPoint = "CHANGE_ME"
Service:VCBDefaultCallbackType = "ASAP"
Service:VCBProcessedOnCallRelease = "FALSE"
Service:HasKWProtocol = "FALSE"
Service:KwProtocolVersion = "6.5.000.01"
Service:KwPiProtocolVersion = "6.5.000.01"
Service:KwDefaultPartyStatus = "released"
[Command:AcceptWorkGroup]
Hidden = "TRUE"
ExecuteAll = "FALSE"
ExecUntilOK = "TRUE"
Description = "Accept incoming work item"
SubCommand_2 = "AnswerGVoiceGroup"
SubCommand_3 = "OpenMediaAccept"
IndicateActiveCmd = "TRUE"
MultiActiveCmdIcon ="GenComm.gif"
[Command:ReleaseWorkGroup]
Hidden = "TRUE"
Description = "Release work item"
SubCommand_1 = "ReleaseGVoice"
SubCommand_2 ="MarkWorkItemDone"
MultiActiveCmdIcon ="GenComm.gif"
[Command:BlindTransferGroup]
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Description = "Blind transfer work item"
; SubCommand_0 = "BlindTransferCallToPhoneKW"
SubCommand_1 = "BlindTransferCallToPhone"
SubCommand_2 = "BlindTransferCallToSROwner"
SubCommand_3 = "BlindTransferCallToEmployee"
SubCommand_4 = "BlindTransferCallToCurrentPhone"
SubCommand_5 = "BlindTransferCallToPopupEmployee"
SubCommand_6 = "BlindTransferCallToContactHome"
SubCommand_7 = "BlindTransferCallToContact"
SubCommand_8 = "OpenMediaTransferToAgent"
SubCommand_99 = "BlindTransferEnabler"
[EventHandler:InsideCallReceived]
Comments = "Handles call after the agent clicks the Accept button"
Order = "10"
Filter.SiebelCall = "1"
Response = "OnInsideCallReceived"
DeviceEvent = "EventEstablished"
Profile = "Gplus Voice"
[EventResponse:OnInsideCallReceived]
Comments = ""
UseCtxData ="TRUE"
[EventHandler:OutboundCallReceived]
FilterSpec = "CallType='3'"
Filter.OtherDN = "*"
DeviceEvent = "EventEstablished"
Comments = "Handles call after the agent clicks the Accept button"
Order = "65"
Response = "OnOutboundCallReceived"
Profile = "Gplus Voice"
[EventResponse:OnOutboundCallReceived]
QueryBusObj = "Contact"
QueryBusComp = "Contact"
QuerySpec = "'Work Phone #' LIKE '*{OtherDN}'"
SingleLog = "OutboundCall_SingleContact"
MultiLog = "OutboundCall_MultiContacts"
Log = "OutboundCall_NoContact"
ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI"
ServiceParam.BuscompName = "Contact"
ServiceParam.Field = "Work Phone #"
ServiceParam.Value = "'Work Phone #' LIKE '*{OtherDN}'"
[EventLog:OutboundCall_SingleContact]
Comments = "Creates an Activity if single contact found"
BusObj = "Contact"
BusComp = "Action"
LogField.'Call Id' = "{ConnID}"
LogField.'Contact Id' = "{Contact.Id}"
LogField.'Status' = "In Progress"
LogField.'Type' = "Call - Outbound"
LogField.'Description' = "Outbound call"
LogField.'Started' = "{@Now}"
LogField.'Planned' = "{@WorkStartTime}"
LogField.'Due' = "{@WorkStartTime}"
AfterWork.'ACD Call Duration' = "{@WorkDuration}"
AfterWork.'Status' = "Done"
AfterWork.'Planned Completion' = "{@Now}"
[EventLog:OutboundCall_MultiContacts]
Comments = "Creates an Activity if multiple contacts are found"
BusObj = "Contact"
BusComp = "Action"
LogField.'ACD Call Duration' = "{@WorkDuration}"
LogField.'Call Id' = "{ConnID}"
LogField.'Description' = "Outbound call({OtherDN})"
LogField.'Status' = "In Progress"
LogField.'Type' = "Call - Outbound"
LogField.'Started' = "{@Now}"
LogField.'Planned' = "{@WorkStartTime}"
LogField.'Due' = "{@WorkStartTime}"
AfterWork.'ACD Call Duration' = "{@WorkDuration}"
AfterWork.'Status' = "Done"
AfterWork.'Planned Completion' = "{@Now}"
[EventLog:OutboundCall_NoContact]
Comments = "Creates an Activity if no contacts are found"
BusObj = "Contact"
BusComp = "Action"
LogField.'Call Id' = "{ConnID}"
LogField.'Description' = "Unknown Party({OtherDN})"
LogField.'Status' = "In Progress"
LogField.'Type' = "Call - Outbound"
LogField.'Started' = "{@Now}"
LogField.'Planned' = "{@WorkStartTime}"
LogField.'Due' = "{@WorkStartTime}"
AfterWork.'ACD Call Duration' = "{@WorkDuration}"
AfterWork.'Status' = "Done"
AfterWork.'Planned Completion' = "{@Now}"
LogField.'Type' = "Call - Inbound"
[Command:SetActiveCampaign]
Hidden = "TRUE"
DeviceCommand = "SetActiveCampaign"
CmdChannelOnFocus = "TRUE"
CmdData = "SetActiveCampaignData"
Profile = "Gplus Voice"
[CmdData:SetActiveCampaignData]
Param.CampaignName = ""
[Profile:Gplus OpenMedia]
Driver = "Gplus_OpenMedia"
Driver:SCAPIServerURL = "CHANGE_ME"
Driver:PrimaryGenCommServerURL = "CHANGE_ME"
Service:ConnectionName = "CHANGE_ME"
[Driver:Gplus_OpenMedia]
Library Name = "GenCommDrv"
Icon File ="GenComm.GIF"
Channel Type = "OpenMedia"
Interactive = "Y"
Channel String = "email,chat,SiebelEmail,BackgroundEmail"
Inbound Flag = "Y"
Outbound Flag = "Y"
[Driver Parameters:Gplus_OpenMedia]
Required:Name = "Gplus_OpenMedia"
Required:Driver:LibraryName = "itx_scdrv"
Required:Service:ConnectionName = "CHANGE_ME"
Required:Service:AgentId = "{@AgentId}"
Required:Service:DNList = "{@DNList}"
Required:Driver:SCAPIServerURL = "http://localhost:18000"
Required:Driver:PrimaryGenCommServerURL = "http://localhost:18001"
Driver:BackupGenCommServerURL = ""
[Command:ComposeGEmailToUnknown]
ServiceMethod = "MCR Activity manager.CreateNew"
Comments = ""
Profile = "Gplus OpenMedia"
Hidden = "TRUE"
CmdData ="ComposeGEmailToUnknown"
Hidden = "TRUE"
Hidden = "TRUE"
[CmdData:ComposeGEmailToUnknown]
ServiceParam.MimeType = "text/html"
Comments = ""
[Command:ComposeGEmailToSelected]
ServiceMethod = "MCR Activity manager.CreateNew"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "ComposeGEmailToSelected"
Hidden = "TRUE"
[CmdData:ComposeGEmailToSelected]
RequiredField.@SelectedText = "?*"
ServiceParam.MimeType = "text/html"
ServiceParam.ToAddresses = "{@SelectedText}"
Comments = ""
[Command:ComposeGEmailToContact]
ServiceMethod = "MCR Activity manager.CreateNew"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "ComposeGEmailToContact"
Hidden = "TRUE"
[CmdData:ComposeGEmailToContact]
BusComp = "Contact"
RequiredField.'Email Address' = "?*"
ServiceParam.MimeType = "text/html"
ServiceParam.ToAddresses = "{Email Address}"
Comments = ""
[Command:ComposeGEmailToActivitySender]
ServiceMethod = "MCR Activity manager.CreateNew"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "ComposeGEmailToActivitySender"
Hidden = "TRUE"
[CmdData:ComposeGEmailToActivitySender]
BusComp = "Action"
RequiredField.'Email Sender Address' = "?*"
ServiceParam.MimeType = "text/html"
ServiceParam.ToAddresses = "{Email Sender Address}"
Comments = ""
[Command:MarkDone]
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "MarkDoneCmdData"
Hidden = "TRUE"
SubCommand_10 = "MarkDoneUpdateActivityStatus"
SubCommand_20 = "MarkDoneDevCmd"
ExecUntilOK = "FALSE"
ExecuteAll = "TRUE"
[CmdData:MarkDoneCmdData]
Param.Queue = "{MarkDoneQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.ChatAfterAction = "FORCE_CLOSE"
Comments = ""
[Command:Reply]
DeviceCommand = "OpenMediaReply"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "ReplyCmdData"
Hidden = "TRUE"
SubCommand_10 = "MarkDoneUpdateActivityStatus"
SubCommand_20 = "ReplyDevCmd"
ExecUntilOK = "FALSE"
ExecuteAll = "TRUE"
[CmdData:ReplyCmdData]
Param.Subject = "{Subject}"
Param.To = "{To}"
Param.FromAddress = "{FromAddress}"
Param.CcAddresses = "{CcAddresses}"
Param.BccAddresses = "{BccAddresses}"
Param.InheritedAttachedData= "{InheritedAttachedData}"
Param.InheritedCategories= "{InheritedCategories}"
Param.InteractionId = "{OutboundInteraction}"
Param.InteractionSubtype = "OutboundReply"
Param.InteractionType = "Outbound"
Param.MediaType = "email"
Param.ParentId = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.Queue = "{MarkDoneQueue}"
Param.SubmitQueue = "{SubmitQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = ""
[Command:OpenMediaTransferToAgent]
Description = "Transfer interaction to another agent"
ServiceMethod = "MCR Activity manager.TransferToAgent"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "OpenMediaTransferToAgentCmdData"
Hidden = "TRUE"
DeviceCommand = "OpenMediaTransfer"
[CmdData:OpenMediaTransferToAgentCmdData]
ServiceParam.WorkbinAgentId = "[Agent Login]"
SelectApplet = "MCR Agent List Popup Applet"
SelectBusComp = "CommSrv CM Agents"
SelectBusObj = "MCR Email"
SelectParam = "TRUE"
SelectTitle = "Choose an Agent to transfer to"
Comments = ""
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.WorkbinAgentId = "[Agent Login]"
[Command:OpenMediaTransferToQueue]
Description = "Transfer Interaction to Queue"
ServiceMethod = "MCR Activity manager.TransferToQueue"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "OpenMediaTransferToQueueCmdData"
Hidden = "TRUE"
DeviceCommand = "OpenMediaPlaceInQueue"
[CmdData:OpenMediaTransferToQueueCmdData]
ServiceParam.Queue = "[name]"
SelectApplet = "MCR Queue List Popup Applet"
SelectBusComp = "Genesys Script"
SelectBusObj = "MCR Email"
SelectParam = "TRUE"
SelectTitle = "Choose a Queue to transfer to"
Comments = ""
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.Queue = "[name]"
[Command:MarkDoneChat]
ExecuteAll = "TRUE"
SubCommand_1 ="MarkDoneChatSetPropertiesData"
SubCommand_10 ="MarkDoneChatPlaceInQueue"
Hidden = "TRUE"
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "MarkDoneChatCmdData"
[EventHandler:OpenMediaWorkbinContent]
ServiceMethod = "MCR Drafts Workbin.WorkbinContentUpdate"
ServiceParam.AgentId = "{@AgentID}"
ServiceParam.Content = "{Content}"
ServiceParam.WorkbinId = "{Workbin}"
Comments = ""
DeviceEvent = "OpenMediaWorkbinContent"
Profile = "Gplus OpenMedia"
Response ="OpenMediaWorkbinRefresh"
Order = "0"
[EventResponse:OpenMediaWorkbinRefresh]
Comments = ""
Command = "RefreshWorkbinListView"
[EventHandler:OpenMediaInvited]
Filter.MediaType = "email"
ServiceMethod = "MCR Activity manager.ImportInteraction"
ServiceParam.DoneQueues = "{InQueues}"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.OutputQueues = "{OutQueues}"
ServiceParam.ParentInteractionId = "{ParentId}"
ServiceParam.MediaType = "{MediaType}"
ServiceParam.UserData = "{UserData}"
ServiceParam.SubmittedAt = "{SubmittedAt}"
Comments = ""
DeviceEvent = "OpenMediaInvited"
Profile = "Gplus OpenMedia"
Response = "OnEventInvited"
Order = "0"
[EventResponse:OnEventInvited]
Log = "UpdateWorkTrackingObj"
Comments = ""
[EventLog:UpdateWorkTrackingObj]
WorkTrackingObj.ItxID = "{InteractionId}"
WorkTrackingObj.ItxType = "{InteractionType}"
WorkTrackingObj.ParentItxID = "{ParentId}"
Comments = ""
[EventHandler:OpenMediaWorkbinChanged]
ServiceMethod = "MCR Drafts Workbin.WorkbinContentChanged"
ServiceParam.AgentId = "{@AgentID}"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.Operation = "{Operation}"
ServiceParam.UserData = "{UserData}"
ServiceParam.WorkbinId = "{Workbin}"
Comments = ""
DeviceEvent = "OpenMediaWorkbinChanged"
Profile = "Gplus OpenMedia"
Response ="OpenMediaWorkbinRefresh"
Order = "0"
[EventHandler:OpenMediaInvitedChat]
Filter.MediaType = "chat"
Comments = ""
DeviceEvent = "OpenMediaInvited"
Profile = "Gplus OpenMedia"
Response = "OnEventChatInvited"
Order = "20"
ServiceMethod = "Genesys Chat.Join Chat"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.UserData = "{UserData}"
ServiceParam.SubmittedAt = "{SubmittedAt}"
ServiceParam.ChatSubmitedAt = "{@Now}"
[EventResponse:OnEventChatInvited]
Log = "UpdateWorkTrackingObjChat"
Comments = ""
[EventLog:UpdateWorkTrackingObjChat]
WorkTrackingObj.ItxID = "{InteractionId}"
WorkTrackingObj.ItxType = "{InteractionType}"
[EventHandler:OpenMediaAcceptedChat]
Filter.MediaType = "chat"
Comments = ""
DeviceEvent = "OpenMediaAccepted"
Profile = "Gplus OpenMedia"
Order = "20"
ServiceMethod = "Genesys Chat.Chat Accepted"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.UserData = "{UserData}"
ServiceParam.ChatStartedAt = "{ChatStartedAt}"
[EventHandler:ChatNewParty]
Comments = ""
DeviceEvent = "ChatNewParty"
Profile = "Gplus OpenMedia"
Order = "0"
Response = "OnChatNewParty"
[EventResponse:OnChatNewParty]
ServiceMethod = "Genesys Chat.New Party"
ServiceParam.ChatUsrId = "{ChatUsrId}"
ServiceParam.ChatUsrType = "{ChatUsrType}"
ServiceParam.ChatMsgType = "{ChatMsgType}"
ServiceParam.ChatUsrNick = "{ChatUsrNick}"
ServiceParam.ChatSerialNumber = "{ChatSerialNumber}"
ServiceParam.ChatTimeshift = "{ChatTimeshift}"
ServiceParam.ChatVisibility = "{ChatVisibility}"
ServiceParam.SiebelWorkItemID = "{SiebelWorkItemID}"
ServiceParam.ChatStartedAt = "{ChatStartedAt}"
[EventHandler:ChatPartyLeft]
Comments = ""
DeviceEvent = "ChatPartyLeft"
Profile = "Gplus OpenMedia"
Response = "OnChatPartyLeft"
[EventResponse:OnChatPartyLeft]
ServiceMethod = "Genesys Chat.Party Left"
ServiceParam.ChatUsrId = "{ChatUsrId}"
ServiceParam.ChatUsrType = "{ChatUsrType}"
ServiceParam.ChatUsrNick = "{ChatUsrNick}"
ServiceParam.ChatMsgType = "{ChatMsgType}"
ServiceParam.ChatSerialNumber = "{ChatSerialNumber}"
ServiceParam.ChatTimeshift = "{ChatTimeshift}"
ServiceParam.ChatVisibility = "{ChatVisibility}"
ServiceParam.SiebelWorkItemID = "{SiebelWorkItemID}"
ServiceParam.ChatStartedAt = "{ChatStartedAt}"
[EventHandler:ChatMessage]
Comments = ""
DeviceEvent = "ChatMessage"
Profile = "Gplus OpenMedia"
Order = "0"
Response = "OnChatMessage"
[EventResponse:OnChatMessage]
ServiceMethod = "Genesys Chat.Show Chat Message"
ServiceParam.ChatVisibility = "{ChatVisibility}"
ServiceParam.ChatMsgText = "{ChatMsgText}"
ServiceParam.ChatMsgType = "{ChatMsgType}"
ServiceParam.ChatSerialNumber = "{ChatSerialNumber}"
ServiceParam.ChatTimeshift = "{ChatTimeshift}"
ServiceParam.SiebelWorkItemID = "{SiebelWorkItemID}"
ServiceParam.ChatUsrId = "{ChatUsrId}"
ServiceParam.ChatUsrType = "{ChatUsrType}"
ServiceParam.ChatUsrNick = "{ChatUsrNick}"
ServiceParam.ChatStartedAt = "{ChatStartedAt}"
[EventHandler:MarkDoneChat]
Filter.MediaType = "chat"
Comments = ""
DeviceEvent = "OpenMediaReleased"
Profile = "Gplus OpenMedia"
Order = "10"
Response = "OnChatReleased"
[EventResponse:OnChatReleased]
ServiceMethod = "Genesys Chat.Chat Closed"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.UserData = "{UserData}"
ServiceParam.ChatReleasedAt = "{@Now}"
ServiceParam.SiebelWorkItemID = "{SiebelWorkItemID}"
ServiceParam.DestinationQueue = "{PlacedInQueue}"
[EventHandler:OpenMediaReleased]
Filter.MediaType = "email"
ServiceMethod = "MCR Activity manager.UpdateActivityStatus"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.OperationType = "Released"
ServiceParam.DestinationQueue = "{PlacedInQueue}"
DeviceEvent = "OpenMediaReleased"
Profile = "Gplus OpenMedia"
Order = "0"
[EventHandler:OpenMediaPulled]
ServiceMethod = "MCR Activity manager.ImportInteraction"
ServiceParam.DoneQueues = "{InQueues}"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.MediaType = "{MediaType}"
ServiceParam.UserData = "{UserData}"
ServiceParam.OutputQueues = "{OutQueues}"
ServiceParam.ParentInteractionId = "{ParentId}"
ServiceParam.SubmittedAt = "{SubmittedAt}"
Comments = ""
DeviceEvent = "OpenMediaPulled"
Profile = "Gplus OpenMedia"
Response = "OnOpenMediaPulled"
Order = "0"
[EventResponse:OnOpenMediaPulled]
ServiceMethod = "MCR Activity manager.UpdateActivityStatus"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.OperationType = "Opened"
Log = "UpdateWorkTrackingObj"
Comments = ""
[Command:ComposeGEmailToUnknownT]
ServiceMethod = "MCR Activity manager.CreateNew"
Comments = ""
Profile = "Gplus OpenMedia"
Hidden = "TRUE"
CmdData = "ComposeGEmailToUnknownT"
Hidden = "TRUE"
[CmdData:ComposeGEmailToUnknownT]
ServiceParam.MimeType = ""
Comments = ""
[Command:ComposeGEmailToSelectedT]
ServiceMethod = "MCR Activity manager.CreateNew"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "ComposeGEmailToSelectedT"
Hidden = "TRUE"
[CmdData:ComposeGEmailToSelectedT]
RequiredField.@SelectedText = "?*"
ServiceParam.MimeType = ""
ServiceParam.ToAddresses = "{@SelectedText}"
Comments = ""
[Command:ComposeGEmailToContactT]
ServiceMethod = "MCR Activity manager.CreateNew"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "ComposeGEmailToContactT"
Hidden = "TRUE"
[CmdData:ComposeGEmailToContactT]
BusComp = "Contact"
RequiredField.'Email Address' = "?*"
ServiceParam.MimeType = ""
ServiceParam.ToAddresses = "{Email Address}"
Comments = ""
[Command:ComposeGEmailToActivitySenderT]
ServiceMethod = "MCR Activity manager.CreateNew"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "ComposeGEmailToActivitySenderT"
Hidden = "TRUE"
[CmdData:ComposeGEmailToActivitySenderT]
BusComp = "Action"
RequiredField.'Email Sender Address' = "?*"
ServiceParam.MimeType = ""
ServiceParam.ToAddresses = "{Email Sender Address}"
Comments = ""
[Command:MakeChatWorkItemActive]
ServiceMethod = "Genesys Chat.makeChatWIActive"
Profile = "Gplus OpenMedia"
[Command:OpenMediaTransferToAgentDo]
Description = "Transfer interaction to another agent (device cmd)"
DeviceCommand = "OpenMediaTransfer"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "OpenMediaTransferToAgentDoCmdData"
Hidden = "TRUE"
[CmdData:OpenMediaTransferToAgentDoCmdData]
Param.TrackingID = "{TrackingID}"
Param.WorkbinAgentId = "{WorkbinAgentId}"
Comments = ""
[Command:OpenMediaTransferToQueueDo]
Description = "Transfer Interaction to Queue (device cmd)"
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "OpenMediaTransferToQueueDoCmdData"
Hidden = "TRUE"
[CmdData:OpenMediaTransferToQueueDoCmdData]
Param.TrackingID = "{TrackingID}"
Param.Queue = "{Queue}"
Comments = ""
[Command:RefreshWorkbinListView]
AllViews = "FALSE"
DeviceCommand = "@OpenView"
CmdData = "RefreshWorkbinListViewCmdData"
Hidden = "TRUE"
View = "MCR Workbin View"
[CmdData:RefreshWorkbinListViewCmdData]
Param.View = "MCR Workbin View"
Comments = ""
[Command:MarkDoneChatPlaceInQueue]
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "MarkDoneChatPlaceInQueueCmdData"
Hidden = "TRUE"
[CmdData:MarkDoneChatPlaceInQueueCmdData]
CmdChannelOnFocus = "TRUE"
Param.Queue = "__STOP__"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.Send_Chat_Transcript = "{Send_Chat_Transcript}"
Param.ChatAfterAction = "FORCE_CLOSE"
[Command:MarkDoneChatSetPropertiesData]
DeviceCommand = "OpenMediaChangeProperties"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "MarkDoneChatSetPropertiesDataCmdData"
Hidden = "TRUE"
[CmdData:MarkDoneChatSetPropertiesDataCmdData]
CmdChannelOnFocus = "TRUE"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.Send_Chat_Transcript = "{Send_Chat_Transcript}"
[Command:OpenMediaLeave]
Description = "Leave Multimedia Interaction"
Title = "Leave Multimedia Interaction"
DeviceCommand = "OpenMediaLeave"
Hidden = "True"
Profile = "Gplus OpenMedia"
CmdData = "OpenMediaLeaveCmdData"
[CmdData:OpenMediaLeaveCmdData]
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
[EventHandler:OpenMediaRestored]
Filter.MediaType = "email"
ServiceMethod = "MCR Activity manager.UpdateActivityStatus"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.OperationType = "Accepted"
Comments = ""
DeviceEvent = "OpenMediaRestored"
Profile = "Gplus OpenMedia"
Response = "OnOpenMediaRestored"
Order = "0"
[EventResponse:OnOpenMediaRestored]
Log = "UpdateWorkTrackingObj"
OpenView = "MCR dummy 2"
Comments = ""
[EventHandler:OpenMediaRestoredChat]
Filter.MediaType = "chat"
ServiceMethod = "Genesys Chat.Chat Accepted"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.UserData = "{UserData}"
Comments = ""
DeviceEvent = "OpenMediaRestored"
Profile = "Gplus OpenMedia"
Response = "OnOpenMediaRestored"
Order = "0"
[EventHandler:OpenMediaInvitedFailed]
Comments = ""
DeviceEvent = "OpenMediaInvited"
Profile = "Gplus OpenMedia"
Response = "OnEventInvitedFailed"
Order = "100"
[EventResponse:OnEventInvitedFailed]
Comments = ""
Command = "OpenMediaReject"
[EventHandler:OpenMediaAcceptedFailed]
Comments = ""
DeviceEvent = "OpenMediaAccepted"
Profile = "Gplus OpenMedia"
Response = "OnEventAcceptedFailed"
Order = "100"
[EventResponse:OnEventAcceptedFailed]
Comments = ""
Command = "OpenMediaReject"
[EventHandler:OpenMediaPulledFailed]
Comments = ""
DeviceEvent = "OpenMediaPulled"
Profile = "Gplus OpenMedia"
Response = "OnOpenMediaPulledFailed"
Order = "100"
[EventResponse:OnOpenMediaPulledFailed]
Comments = ""
Command = "OpenMediaLeave"
[Command:MarkDoneDevCmd]
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "MarkDoneCmdData"
Hidden = "TRUE"
[CmdData:MarkDoneCmdData]
Param.Queue = "{MarkDoneQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = ""
[Command:MarkDoneUpdateActivityStatus]
Hidden = "TRUE"
ServiceMethod = "MCR Activity manager.UpdateActivityStatus"
CmdData = "MarkDoneCmdDataUpdateStatus"
[CmdData:MarkDoneCmdDataUpdateStatus]
ServiceParam.CfgCommand = "commandCall"
ServiceParam.DestinationQueue = "{MarkDoneQueue}"
ServiceParam.InteractionId = "{@SelectedWorkItem:DriverWorkTrackID}"
ServiceParam.InteractionType = "{@SelectedWorkItem:ItxType}"
ServiceParam.OperationType = "Released"
[Command:ReplyDevCmd]
DeviceCommand = "OpenMediaReply"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "ReplyCmdData"
Hidden = "TRUE"
[CmdData:ReplyCmdData]
Param.Subject = "{Subject}"
Param.To = "{To}"
Param.FromAddress = "{FromAddress}"
Param.CcAddresses = "{CcAddresses}"
Param.BccAddresses = "{BccAddresses}"
Param.InheritedAttachedData= "{InheritedAttachedData}"
Param.InheritedCategories= "{InheritedCategories}"
Param.InteractionId = "{OutboundInteraction}"
Param.InteractionSubtype = "OutboundReply"
Param.InteractionType = "Outbound"
Param.MediaType = "email"
Param.ParentId = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.Queue = "{MarkDoneQueue}"
Param.SubmitQueue = "{SubmitQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = ""
[Command:RefreshOpenMediaView]
FilterSpec = "[$GetCommandStatus(IsInteractionView)] = 'Enabled'"
DeviceCommand = "@OpenView"
Param.View = "MCR dummy 2"
Hidden = "TRUE"
Note that the Media Routing Component use the same driver and profile as the Multimedia Component.
[Command:ReleaseSEmail]
ServiceMethod = "GplusMediaRoute.MarkDoneSE"
CmdData = "ReleaseSEmail"
Hidden ="True"
Description = "Release Siebel Email "
Profile = "Gplus OpenMedia"
FilterSpec = "[@SelectedWorkItem:ChannelType] = 'OpenMedia' AND [@SelectedWorkItem:DriverWorkTrackID] IS NOT NULL"
[CmdData:ReleaseSEmail]
ServiceParam.QueueParameterName ="MediaRoutingDoneQueue"
[EventHandler:OpenMediaSelectedSE]
Filter.MediaType = "SiebelEmail"
Profile = "Gplus OpenMedia"
Comments = ""
Order = "40"
Response = "OpenSiebelCommView"
DeviceEvent = "OpenMediaSelected"
[EventResponse:OpenSiebelCommView]
OpenView ="MediaRouting Communication Detail View"
Comments = ""
[Command:MarkDoneMR]
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus OpenMedia"
CmdData = "MarkDoneCmdMR"
Hidden = "TRUE"
[CmdData:MarkDoneCmdMR]
Param.Queue = "{MarkDoneQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = ""
[Command:PullbyInteractionIdMR]
Description = "Pull interaction by Genesys Interaction Id"
DeviceCommand = "OpenMediaPullInteractionById"
Hidden = "True"
AllViews = "False"
View = "Activity Detail View"
Profile = "Gplus OpenMedia"
CmdData = "PullbyInteractionIdCmdMR"
[CmdData:PullbyInteractionIdCmdMR]
RequiredField.Call Id = "?*"
Param.InteractionId = "{Call Id}"
[Command:PullbyThirdPartyIdMR]
Description = "Pull interaction by Siebel record Id"
ServiceMethod = "GplusMediaRoute.PullInteraction"
Hidden = "True"
AllViews = "False"
View = "Activity Detail View"
View = "Communication Detail - Response View"
Profile = "Gplus OpenMedia"
Comments = ""
CmdData = "PullbyThirdPartyCmdMR"
[CmdData:PullbyThirdPartyCmdMR]
RequiredField.Id = "?*"
ServiceParam. InteractionField = "Call Id"
ServiceParam.ThirdPartyId = "{Id}"
Comments = ""
[Command:StopbyInteractionIdMR]
Description = "Stop Siebel Email by Call Id"
Title = "Stop Siebel Email by Call Id"
Hidden = "True"
AllViews = "False"
View = "Activity Detail View"
ServiceMethod = "GplusMediaRoute.StopWorkItem"
Profile = "Gplus OpenMedia"
CmdData = "StopbyInteractionCmdMR"
[CmdData:StopbyInteractionCmdMR]
RequiredField.Call Id = "?*"
ServiceParam.BackupGCSConnectionSubsystem = "GplusCommServerPrimary"
ServiceParam.PrimaryGCSConnectionSubsystem = "GplusCommServerPrimary"
ServiceParam.InteractionId = "{Call Id}"
ServiceParam.Status = "Cancelled"
ServiceParam.ThirdPartyId = "{Id}"
[Command:StopbyThirdPartyIdMR]
Description = "Stop Siebel Email by Activity Id"
Title = "Stop Siebel Email by Activity Id"
Hidden = "True"
ServiceMethod = "GplusMediaRoute.StopWorkItem"
AllViews = "False"
View = "Activity Detail View"
View = "Communication Detail - Response View"
Profile = "Gplus OpenMedia"
CmdData = "StopbyThirdPartyIdCmdMR"
[CmdData:StopbyThirdPartyIdCmdMR]
RequiredField.Id = "?*"
ServiceParam.BackupGCSConnectionSubsystem = "GplusCommServerPrimary"
ServiceParam.PrimaryGCSConnectionSubsystem = "GplusCommServerPrimary"
ServiceParam.Status = "Cancelled"
ServiceParam.ThirdPartyId = "{Id}"
[Command:MarkWorkItemDone]
Description = "Mark WorkItem as Done"
Title = "Mark WorkItem as Done"
Hidden = "True"
ServiceMethod = "GplusMediaRoute.MarkWorkItemDone"
FilterSpec = "[@SelectedWorkItem:ChannelType] = 'OpenMedia' AND [@SelectedWorkItem:DriverWorkTrackID] IS NOT NULL"
Profile = "Gplus OpenMedia"
CmdData = "MarkWorkItemDoneCmd"
[CmdData:MarkWorkItemDoneCmd]
ServiceParam.QueueParameterName = "MediaRoutingDoneQueue"
[EventHandler:OpenMediaInvitedMR]
FilterSpec = "NOT MediaType = 'email' AND NOT MediaType = 'chat'"
DeviceEvent = "OpenMediaInvited"
Profile = "Gplus OpenMedia"
Response = "OnEventInvitedMR"
Order = "10"
[EventResponse:OnEventInvitedMR]
Log = "UpdateWorkTrackingObjMR"
[EventLog:UpdateWorkTrackingObjMR]
WorkTrackingObj.ItxID = "{InteractionId}"
WorkTrackingObj.ItxType = "{InteractionType}"
[EventHandler:OpenMediaAcceptedMR]
Filter.ThirdPartyId = "?*"
FilterSpec = "MediaType = 'SiebelEmail' OR MediaType = 'BackgroundEmail'"
DeviceEvent = "OpenMediaAccepted"
Profile = "Gplus OpenMedia"
Response = "EventResponseAcceptMR"
Order = "10"
[EventResponse:EventResponseAcceptMR]
QueryBusComp = "Action"
QueryBusObj = "Action"
Log = "EventLogAcceptMR"
[EventLog:EventLogAcceptMR]
BusComp = "Action"
BusObj = "Action"
LogField.Primary Owned By = "{@UserName}"
LogField.Status = "Not Started"
QuerySpec = "Id='{ThirdPartyId}'"
[EventHandler:OpenMediaPulledMR]
Filter.ThirdPartyId = "?*"
FilterSpec = "MediaType = 'SiebelEmail' OR MediaType = 'BackgroundEmail'"
DeviceEvent = "OpenMediaPulled"
Profile = "Gplus OpenMedia"
Response = "OnOpenMediaPulledMR"
Order = "10"
[EventResponse:OnOpenMediaPulledMR]
QueryBusComp = "Action"
QueryBusObj = "Action"
Log = "EventLogPulledMR"
[EventLog:EventLogPulledMR]
BusComp = "Action"
BusObj = "Action"
LogField.Primary Owned By = "{@UserName}"
LogField.Status = "Not Started"
QuerySpec = "Id='{ThirdPartyId}'"
[EventHandler:OpenMediaAcceptedSE]
FilterSpec = "MediaType = 'SiebelEmail' OR MediaType = 'BackgroundEmail'"
Comments = ""
DeviceEvent = "OpenMediaAccepted"
Profile = "Gplus OpenMedia"
Response = "EventResponseAcceptSE"
Order = "10"
[EventResponse:EventResponseAcceptSE]
ServiceMethod = "GplusMediaRoute.UpdateActivity"
ServiceParam.ThirdPartyId = "{ThirdPartyId}"
ServiceParam.UserName = "{@UserName}"
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