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Genesys Telecommunications Laboratories, Inc. 2011
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Introduction
This Supplement to the Genesys Migration Guide applies to all 8.0 releases of the GplusAdapter for Siebel CRM. Information may be added to this Supplement as subsequent versions of the product are released.
To help you identify the specific differences between version 8.0 and version 7.5 of the Note: This information is supplied as an addendum to the Gplus Adapter for Siebel CRM section of the Migration Guide, and should be used according to the context established in that Guide.
Although all customization of this .def file is your responsibility, you can use this
list of the differences between the versions of this file, at your own
risk, to update your customized 7.5 version of this file. You can use a
properly updated 7.5 version of the .def file to deploy the 8.0 version of
the Gplus Adapter for Siebel CRM. To do this, you would use your
updated version in place of the the In addition to highlighting all of the different configuration settings in the 8.0 version, this supplement provides a Table of .def File Contents that lists the sections in the .def file and provides links to them. Each item in this Table of .def File Contents is linked to the corresponding section in the .def file, allowing you to jump directly to the text that interests you. You can copy and paste the text directly from this HTML file, which should facilitate the process of searching for and changing text in another .def file.
The For more details on using this Supplement file for migration purposes, see the Overview section below. |
| Differences Between 7.5 and 8.0 Versions of Gplus Adapter .def File |
Table of .def File Contents2 Changes in Configuration Parameters 3 Changes in Profile Parameters 4.1.4 AcceptWorkItemGroupInMenu 4.1.8 BlindTransferGroupInLocalMenu 4.1.9 BlindTransferGroupInMenu 4.1.25 RefreshDashboardAtCallChange 4.1.27 UpdateDashboardFromCampaign 4.1.28 UpdateDashboardFromContact 4.1.30 UpdateDashboardFromActivity 4.4.1 Gplus_PostWorkItemResumedEvent 4.4.2 Gplus_PostIndicateNewWorkItem 4.4.3 Gplus_PostWorkItemStartedEvent 4.4.4 Gplus_PostWorkItemReleased 4.6.1 PostWorkItemResumedEvent 4.6.3 PostWorkItemStartedEvent 5.1 Commands Where only the Profile Attribute is Added 5.2 Commands Where only the Profile Attribute is Changed 5.3 Events Where only the Profile Attribute is Added 5.4 Events Where only the Profile Attribute is Changed 5.5.1 MakeCallToCampaignContact 5.5.3 BlindTransferCallToPhone 5.5.4 BlindTransferCallToPhoneKW 5.5.5 BlindTransferCallToSROwner 5.5.6 BlindTransferCallToEmployee 5.5.7 BlindTransferCallToCurrentPhone 5.5.8 BlindTransferCallToPopupEmployee 5.5.9 BlindTransferCallToContactHome 5.5.10 BlindTransferCallToContact 5.5.11 ConsultativeTransferToPhone 5.5.12 ConsultativeTransferToSROwner 5.5.13 ConsultativeTransferToEmployee 5.5.14 ConsultativeTransferToCurrentPhone 5.5.15 ConsultativeTransferToPopupEmployee 5.5.16 ConsultativeTransferCallToContactHome 5.5.17 ConsultativeTransferCallToContact 5.5.18 ConferenceTransferToPopupEmployee 5.5.23 RecordRescheduleWithArg 5.5.30 ORejectInteractionGroup 5.5.31 RescheduleInteractionGroup 5.6.1 OnConferenceTransferConsultCall 5.6.3 PreviewOCSCallEstablished 5.6.5 VoiceCallbackCallReceived_Preview 5.6.6 EventVCBCallCheckAndCreateContact 5.6.7 EventVCBCallUpdateActivity 5.7.1 BlindTransferCallToEmployeeVoice 5.7.2 BlindTransferCallToEmployeePushPreview 5.7.3 BlindTransferCallToPopupEmployeeVoice 5.7.4 BlindTransferCallToPopupEmployeePushPreview 5.7.5 ConsultativeTransferToEmployeeVoice 5.7.6 ConsultativeTransferToEmployeePushPreview 5.7.7 ConsultativeTransferToPopupEmployeeVoice 5.7.8 ConsultativeTransferToPopupEmployeePushPreview 5.7.9 ReadyForGVoicePushPreviewGroup 5.7.10 NotReadyForGVoicePushPreviewGroup 5.7.12 PushPreviewUpdateAttempts_ 5.7.14 PushPreviewUpdateCallResult_ 5.7.15 RecordRescheduleWithArg_PushPreview 5.7.16 RecordRescheduleWithArg_OCS 5.7.19 ChainedRecordRequest_OCS 5.7.20 ChainedRecordRequest_PushPreview 5.7.23 PushPreviewRejectInteraction_ 5.8.3 PushPreviewChainedRecord 5.8.4 OCSUpdateCallCompletionStatsAck 5.8.5 PushPreviewUpdateCallCompletionStatsAck 5.8.6 PushPreviewRescheduleAck 5.8.10 EventPushPreviewRecordRemove 5.8.11 PushPreviewProcessedAck 5.8.12 EventIntReschedulePushPreview 5.8.13 EventPushPreviewDoNotCall 5.8.14 OpenMediaSelectedPushPreview 5.8.15 OpenMediaInvitedPushPreview 5.8.16 OpenMediaAcceptedPushPreview 5.8.17 OpenMediaPulledPushPreview 5.10.2 UpdateCallCompletionStatsAck 6.1 Commands Where only the Profile Attribute is Added 6.2 Commands Where only the Profile Attribute is Changed 6.3 Events Where only the Profile Attribute is Added 6.4 Events Where only the Profile Attribute is Changed 6.5.2 PreferenceLogoutOpenMedia 6.5.15 OpenMediaPlaceInWorkbin 6.5.16 OpenMediaTransferToAgentDo 6.5.17 OpenMediaTransferToQueueDo 6.7.3 PreferenceLogoutOpenMedia_DM 6.7.8 OpenMediaPullInteractionByIdAndView 6.7.9 OpenMediaPlaceInWorkbin_DM 6.7.10 OpenMediaTransferToAgentDo_DM 6.7.11 OpenMediaTransferToQueueDo_DM 6.7.12 OpenMediaSetDeliveredMark 6.7.13 OpenMediaClearDeliveredMark 6.7.14 OpenMediaClearDeliveredMark2 6.8.5 OpenMediaInServiceNotify 6.8.7 OpenMediaOutOfServiceNotify 6.8.11 GCSOutOfServiceOpenView 6.8.12 OpenMediaSelectedEmail_ 6.8.13 OpenMediaDeselectedEmail_ 7.1 Commands Where only the Profile Attribute is Added 7.2 Commands Where only the Profile Attribute is Changed 7.3 Events Where only the Profile Attribute is Added 7.4 Events Where only the Profile Attribute is Changed 7.7.2 StopbyThirdPartyIdMR_iWD 7.7.3 NotReadyForSiebelSRGroup 7.7.4 ServiceRequestGroupInMenu 7.7.6 StopbyThirdPartyIdSR_iWD 7.7.8 NotReadyForSiebelSOGroup 7.7.12 StopbyThirdPartyIdSO_iWD |
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Changes in the .def File
Overview |
1 Overview
The information beginning in Section 2 onwards corresponds to the sections in the Each section indicates how specific parameters in this .def file have changed from Adapter release version 7.5.000.44 to release version 8.0.000.13. The text is color-coded as follows:
Changes OverviewNote: The .def file has been significantly reorganized and modified in version 8.0 of Gplus Adapter for Siebel CRM. The main changes are as follows:
Note: All commands and events for the Outbound Push Preview mode support are described in the Voice section of this document even if they are also used as media device commands and events. Note: 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 InstructionsMake 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:
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 8, version 8.0. Incidental modifications that may be required to integrate the Gplus Adapter with other software applications or modifications are beyond the scope of this document. DisclaimerBe 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 effectiveness of this document. 2 Changes in Configuration Parameters
[Configuration Parameters]
AutoLogin = "UserPreference"
AutoLoginCmd = "SignOnGroup"
MultiTenancy = "FALSE"
PreferenceLoginCmd = "PreferenceLoginCmd"
PreferenceLogoutCmd = "PreferenceLogoutCmd"
RestoreScreenOnWorkResumed = "FALSE"
UpdateChannelStatusTable = "TRUE"
ConnectString = "CHANGE_ME"
ExceptionLogPrefix = "CTIExceptions_"
; Multimedia specific parameters
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 <EmailBodyAttachmentName>"
NoteReplyBodyTruncated = "...Source message is too large... skipped."
ChatTranscriptDirection = "TopToBottom"
OpenMediaSessionRecovery = "TRUE"
RecoveryPullViewUserDataKey = "RecoveryPullViewSystem"
3 Changes in Profile ParametersNote: Starting with this release, there is only one profile, which contains the parameters for both the Voice and Media components. The previous media parameters that were moved to this section are not marked for modification.
[Profile:Gplus Universal Profile]
Driver = "Gplus_Universal"
Driver:PrimaryGenCommServerURL = "CHANGE_ME"
Driver:SCAPIServerURL = "CHANGE_ME"
; T-Server application name
Driver:TServerAppName = "CHANGE_ME"
; Interaction Server application name
Service:ConnectionName = "CHANGE_ME"
[Driver:Gplus_Universal]
Library Name = "GenCommDrv"
Icon File = "GenComm.GIF"
Channel Type = "Gplus Universal"
Outbound Flag = "Y"
Interactive = "Y"
Channel String = "voice,outboundpreview,email,chat,SiebelEmail,BackgroundEmail"
Inbound Flag = "Y"
[Driver Parameters:Gplus_Universal]
Required:Name = "Gplus_Universal"
Required:Driver:LibraryName = "UniComm"
Required:Driver:SCAPIServerURL = "http://localhost:19000"
Required:Driver:PrimaryGenCommServerURL = "http://localhost:18001"
Driver:BackupGenCommServerURL = "CHANGE_ME"
; ----------------------------------------------------------------
; ------------------------- Voice parameters ---------------------
; ----------------------------------------------------------------
; T-Server connection parameters START ---------------------------
; New style of T-Server connection parameters definition
Required:Driver:TServerAppName = "CHANGE_ME"
; Old style of T-Server connection parameters definition
Driver:ServerHost = "CHANGE_ME"
Driver:ServerPort = "CHANGE_ME"
Driver:SwitchType = "0"
Driver:BackupServerPort = "CHANGE_ME"
Driver:BackupServerHost = "CHANGE_ME"
Driver:ReconnectTimeout = 10
Driver:Timeout = 0
Driver:RemoteTimeout = 10
Driver:AdapterAppName = "Gplus adapter"
; T-Server connection parameters END --------------------------
Driver:InboundPartyContainer = ""
Driver:OutboundPartyContainer = ""
Driver:CommunicationDN = ""
Driver:BroadcastCommdnUserEvents2Agents = "FALSE"
Driver:AnswerCallDelay = 500
Driver:SupervisorExtensions = ""
Driver:HangupOnEventReleased = "TRUE"
Driver:LocalConnString = "CHANGE_ME"
Driver:NtwkReconnectTimeout = 0
Required:Service:DNList = "{@DNList}"
Service:AgentId = "{@AgentId}"
Service:UserName = "{@UserName}"
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:NetworkCallTransferMode = "Network"
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"
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"
Service:EntranceTimestamp = ""
Service:FrozenTimeInQueue = ""
; ----------------------------------------------------------------
; ------------------------- Multimedia parameters ---------------------
; ----------------------------------------------------------------
Required:Service:ConnectionName = "CHANGE_ME"
4 Common Commands and Events4.1 Changes in Commands4.1.1 InitiateWorkGroup[Command:InitiateWorkGroup]
Profile = "Gplus Universal Profile"
SubCommand_0 = "MakeCallGroup"
SubCommand_1 = "SendSEmailGroup"
SubCommand_2 = "OpenMediaComposeGEmail"
Description = "Initiate Work Item"
Hidden = "TRUE"
4.1.2 InitiateWorkGroupInMenu[Command:InitiateWorkGroupInMenu] Profile = "Gplus Universal Profile" Description = "Initiate Work Item: Communications submenu" Hidden = "FALSE" Title = "Initiate Work Item" MenuPosition = "12" ; SubCommand_2 = "MakeCallGroupInMenu" ; SubCommand_4 = "MakeEmailCall" ; SubCommand_7 = "SendEmailToUnknown" 4.1.3 AcceptWorkGroup[Command:AcceptWorkGroup]
Hidden = "TRUE"
ExecuteAll = "FALSE"
ExecUntilOK = "TRUE"
Description = "Accept incoming work item"
SubCommand_2 = "AnswerGVoiceGroup"
SubCommand_3 = "OpenMediaAccept"
IndicateActiveCmd = "TRUE"
MultiActiveCmdIcon = "GenComm.gif"
Profile = "Gplus Universal Profile"
4.1.4 AcceptWorkItemGroupInMenu[Command:AcceptWorkItemGroupInMenu] Description = "Accept Work Item: Communications submenu" Hidden = "FALSE" Title = "Accept Work Item" MenuPosition = "10" Profile = "Gplus Universal Profile" ; SubCommand_1 = "AnswerCallInMenu" ; SubCommand_7 = "OpenMediaAccept" ; SubCommand_10 = "AcceptWorkGroupinMenu" 4.1.5 AcceptWorkGroupinMenu[Command:AcceptWorkGroupinMenu]
SubCommand_1 = "AcceptWorkGroup"
Title = "Accept Incoming Work Item"
MenuPosition = "10.10"
Profile = "Gplus Universal Profile"
4.1.6 ReleaseWorkGroup[Command:ReleaseWorkGroup] Hidden = "TRUE" Description = "Release work item" SubCommand_1 = "ReleaseGVoice" SubCommand_2 = "MarkWorkItemDone" SubCommand_4 = "ReleaseSEmail" ; SubCommand_5 = "MarkDoneSR" ; SubCommand_6 = "MarkDoneSO" MultiActiveCmdIcon = "GenComm.gif" Profile = "Gplus Universal Profile" 4.1.7 BlindTransferGroup[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_90 = "BlindTransferByRoute"
SubCommand_99 = "BlindTransferEnabler"
Profile = "Gplus Universal Profile"
4.1.8 BlindTransferGroupInLocalMenu[Command:BlindTransferGroupInLocalMenu]
Title = "Blind Transfer"
LocalMenu = "TRUE"
Hidden = "TRUE"
MenuPosition = "2"
SubCommand_1 = "BlindTransferCallToSROwner"
SubCommand_2 = "BlindTransferCallToEmployee"
SubCommand_3 = "BlindTransferCallToCurrentPhone"
Profile = "Gplus Universal Profile"
4.1.9 BlindTransferGroupInMenu[Command:BlindTransferGroupInMenu]
HotKey = "Alt+F7"
MenuPosition = "3"
Title = "Blind Transfer"
SubCommand_1 = "BlindTransferCallToPopupEmployee"
Profile = "Gplus Universal Profile"
4.1.10 SignOnGroupInMenu[Command:SignOnGroupInMenu] Description = "Log In: Communications submenu" Hidden = "FALSE" Title = "Log In" MenuPosition = "20" ; SubCommand_1 = "LoginToGVoice" ; SubCommand_2 = "LoginToSEmail" ; SubCommand_3 = "LoginToGEmail" ; SubCommand_4 = "LoginToGChat" ; SubCommand_5 = "PreferenceLoginCmd" ; SubCommand_10 = "SignOnGroup" Profile = "Gplus Universal Profile" 4.1.11 SignOnGroup[Command:SignOnGroup]
SubCommand_1 = "LoginToGVoice"
SubCommand_2 = "LoginToOpenMedia"
Description = "Login to all channels"
ExecuteAll = "TRUE"
Hidden = "FALSE"
Title = "Login To All Channels"
MenuPosition = "20.10"
Profile = "Gplus Universal Profile"
4.1.12 SignOffGroupInMenu[Command:SignOffGroupInMenu]
Description = "Log Out: Communications submenu"
Hidden = "False"
Title = "Log Out"
MenuPosition = "23"
Profile = "Gplus Universal Profile"
4.1.13 SignOffGroup[Command:SignOffGroup]
SubCommand_1 = "LogoutFromGVoice"
SubCommand_2 = "LogoutFromOpenMedia"
Description = "Logout from all channels"
ExecuteAll = "TRUE"
Hidden = "False"
Title = "Logout From All Channels"
MenuPosition = "23.10"
Profile = "Gplus Universal Profile"
4.1.14 ReadyGroupInMenu[Command:ReadyGroupInMenu]
Description = "Ready: Communications submenu"
Hidden = "FALSE"
Title = "Ready"
MenuPosition = "21"
Profile = "Gplus Universal Profile"
4.1.15 ReadyGroup[Command:ReadyGroup] ExecuteAll = "TRUE" Hidden = "TRUE" Description = "Ready for all channels" SubCommand_10 = "ReadyForGVoiceGroup" SubCommand_20 = "ReadyForGEmailGroup" SubCommand_30 = "ReadyForGChatGroup" SubCommand_35 = "ReadyForGVoicePushPreviewGroup" SubCommand_40 = "ReadyForSEmailGroup" ; SubCommand_50 = "ReadyForSiebelSRGroup" ; SubCommand_60 = "ReadyForSiebelSOGroup" Profile = "Gplus Universal Profile" 4.1.16 NotReadyGroupInMenu[Command:NotReadyGroupInMenu]
Description = "Not Ready: Communications submenu"
Hidden = "FALSE"
Title = "Not Ready"
MenuPosition = "22"
Profile = "Gplus Universal Profile"
4.1.17 NotReadyGroup[Command:NotReadyGroup] ExecuteAll = "TRUE" Hidden = "TRUE" CmdData = "NotReadyWithPopup" Description = "Not Ready for all channels" SubCommand_10 = "NotReadyForGVoiceGroup" SubCommand_20 = "NotReadyForGEmailGroup" SubCommand_30 = "NotReadyForGChatGroup" SubCommand_35 = "NotReadyForGVoicePushPreviewGroup" SubCommand_40 = "NotReadyForSEmailGroup" ; SubCommand_50 = "NotReadyForSiebelSRGroup" ; SubCommand_60 = "NotReadyForSiebelSOGroup" Profile = "Gplus Universal Profile" 4.1.18 PreferenceLoginCmd[Command:PreferenceLoginCmd] SubCommand_1 = "PreferenceLoginCmdGVoice" SubCommand_2 = "PreferenceLoginOpenMedia" Description = "Login to selected ACD queues" Title = "Preference Login" MenuPosition = "20.5" ExecuteAll = "TRUE" Hidden = "TRUE" Profile = "Gplus Universal Profile" 4.1.19 PreferenceLogoutCmd[Command:PreferenceLogoutCmd] SubCommand_1 = "PreferenceLogoutCmdGVoice" SubCommand_2 = "PreferenceLogoutOpenMedia" Description = "Logout from selected ACD queues" Title = "Preference Logout" MenuPosition = "23.5" ExecuteAll = "TRUE" Hidden = "TRUE" Profile = "Gplus Universal Profile" 4.1.20 ToolbarInMenu[Command:ToolbarInMenu]
Title = "Toolbar"
MenuPosition = "60"
SubCommand_1 = "RefreshToolbarInMenu"
SubCommand_2 = "GetPreviousMsgInMenu"
SubCommand_3 = "GetNextMsgInMenu"
Profile = "Gplus Universal Profile"
4.1.21 RefreshToolbarInMenu[Command:RefreshToolbarInMenu]
Title = "Refresh"
Description = "Refresh communications toolbar"
HotKey = "Alt+M"
MenuPosition = "60.1"
ServiceMethod = "Communications Client.ShellUIUpdate"
CmdData = "RefreshToolbarInMenu"
Profile = "Gplus Universal Profile"
4.1.22 GetPreviousMsgInMenu [Command:GetPreviousMsgInMenu]
Title = "Previous Message"
Description = "Show previous message"
HotKey = "Alt+P"
MenuPosition = "60.2"
ServiceMethod = "Communications Client.ShowPreviousMessage"
Profile = "Gplus Universal Profile"
4.1.23 GetNextMsgInMenu[Command:GetNextMsgInMenu]
Title = "Next Message"
Description = "Show next message"
HotKey = "Alt+N"
MenuPosition = "60.3"
ServiceMethod = "Communications Client.ShowNextMessage"
Profile = "Gplus Universal Profile"
4.1.24 WorkItemList[Command:WorkItemList]
SubCommand_02 = "SelectedVoiceCallChanged"
; SubCommand_04 = "SelectedEmailCallChanged"
SubCommand_06 = "SelectedInteractionChanged"
; SubCommand_08 = "SelectedInteractionChangedChat"
; SubCommand_10 = "SuspendDeselectedCall"
; SubCommand_12 = "SuspendDeselectedEmailCall"
; SubCommand_20 = "ResumeSelectedCall"
; SubCommand_22 = "ResumeSelectedEmailCall"
SubCommand_26 = "SwitchVoiceCalls"
; SubCommand_30 = "DisplayInteractionPanelEmail"
; SubCommand_32 = "DisplayInteractionPanelChat"
SubCommand_50 = "RefreshDashboardAtCallChange"
ExecuteAll = "TRUE"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
4.1.25 RefreshDashboardAtCallChange[Command:RefreshDashboardAtCallChange] FilterSpec = "[@SelectedWorkItem:CRMCampConID] IS NOT NULL" Hidden = "TRUE" ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI" Comments = "" CmdData = "RefreshDashboardAtCallChange" Profile = "Gplus Universal Profile" 4.1.26 UpdateDashboard[Command:UpdateDashboard] SubCommand_1 = "UpdateDashboardFromContact" SubCommand_2 = "UpdateDashboardFromSR" SubCommand_3 = "UpdateDashboardFromActivity" SubCommand_4 = "UpdateDashboardFromCLC" SubCommand_5 = "UpdateDashboardFromCampaign" FilterSpec = "[@SelectedWorkItem:ChannelType] = 'Voice'" Hidden = "FALSE" HotKey = "Ctrl+Shift+P" Title = "Update Dashboard" Comments = "" CmdData = "" Profile = "Gplus Universal Profile" 4.1.27 UpdateDashboardFromCampaign[Command:UpdateDashboardFromCampaign]
Hidden = "TRUE"
ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI"
Comments = ""
CmdData = "UpdateDashboardFromCampaign"
Profile = "Gplus Universal Profile"
4.1.28 UpdateDashboardFromContact[Command:UpdateDashboardFromContact]
Hidden = "TRUE"
ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI"
Comments = ""
CmdData = "UpdateDashboardFromContact"
Profile = "Gplus Universal Profile"
4.1.29 UpdateDashboardFromSR[Command:UpdateDashboardFromSR]
Hidden = "TRUE"
ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI"
Comments = ""
CmdData = "UpdateDashboardFromSR"
Profile = "Gplus Universal Profile"
4.1.30 UpdateDashboardFromActivity[Command:UpdateDashboardFromActivity]
Hidden = "TRUE"
ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI"
Comments = ""
CmdData = "UpdateDashboardFromActivity"
Profile = "Gplus Universal Profile"
4.1.31 UpdateDashboardFromCLC[Command:UpdateDashboardFromCLC]
Hidden = "TRUE"
ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI"
Comments = ""
CmdData = "UpdateDashboardFromCLC"
Profile = "Gplus Universal Profile"
4.1.32 SelectedCallChanged[Command:SelectedCallChanged]
FilterSpec = "[@SelectedWorkItem:DriverWorkTrackID] IS NOT NULL"
Hidden = "TRUE"
ExecuteAll = "TRUE"
SubCommand_10 = "SelectedVoiceCallChanged"
SubCommand_20 = "SelectedInteractionChanged"
Profile = "Gplus Universal Profile"
4.1.33 PostWorkItemReleased[Command:PostWorkItemReleased]
Hidden = "TRUE"
ExecuteAll = "TRUE"
SubCommand_10 = "SelectedVoiceCallChanged"
SubCommand_20 = "SelectedInteractionChanged"
Profile = "Gplus Universal Profile"
4.2 Changes in Events4.3 New Commands4.4 New Events4.4.1 Gplus_PostWorkItemResumedEvent[EventHandler:Gplus_PostWorkItemResumedEvent]
Order = "0"
Response = "Gplus_OnPostWorkItemResumedEvent"
DeviceEvent = "@PostWorkItemResumedEvent"
[EventResponse:Gplus_OnPostWorkItemResumedEvent]
Command = "SelectedCallChanged"
4.4.2 Gplus_PostIndicateNewWorkItem[EventHandler:Gplus_PostIndicateNewWorkItem]
Order = "0"
Response = "Gplus_OnPostIndicateNewWorkItem"
DeviceEvent = "@PostIndicateNewWorkItemEvent"
[EventResponse:Gplus_OnPostIndicateNewWorkItem]
Command = "SelectedCallChanged"
Log = "EventLogToSetMediaTypeBlank"
[EventLog:EventLogToSetMediaTypeBlank]
WorkTrackingObj.MediaType = ""
4.4.3 Gplus_PostWorkItemStartedEvent[EventHandler:Gplus_PostWorkItemStartedEvent]
Order = "0"
Response = "Gplus_OnPostWorkItemStartedEvent"
DeviceEvent = "@PostWorkItemStartedEvent"
[EventResponse:Gplus_OnPostWorkItemStartedEvent]
Command = "SelectedCallChanged"
4.4.4 Gplus_PostWorkItemReleased[EventHandler:Gplus_PostWorkItemReleased]
Order = "10"
Response = "Gplus_PostWorkItemReleased"
DeviceEvent = "@PostWorkItemReleasedEvent"
[EventResponse:Gplus_PostWorkItemReleased]
Command = "PostWorkItemReleased"
4.5 Deleted Commands4.6 Deleted Events4.6.1 PostWorkItemResumedEvent[EventHandler:PostWorkItemResumedEvent]
Order = "0"
Response = "OnPostWorkItemResumedEvent"
DeviceEvent = "@PostWorkItemResumedEvent"
[EventResponse:OnPostWorkItemResumedEvent]
Command = "SelectedCallChanged"
4.6.2 PostIndicateNewWorkItem[EventHandler:PostIndicateNewWorkItem]
Order = "0"
Response = "OnPostIndicateNewWorkItem"
DeviceEvent = "@PostIndicateNewWorkItemEvent"
[EventResponse:OnPostIndicateNewWorkItem]
Command = "SelectedCallChanged"
4.6.3 PostWorkItemStartedEvent[EventHandler:PostWorkItemStartedEvent]
Order = "0"
Response = "OnPostWorkItemStartedEvent"
DeviceEvent = "@PostWorkItemStartedEvent"
[EventResponse:OnPostWorkItemStartedEvent]
Command = "SelectedCallChanged"
4.6.4 PostWorkItemReleased[EventHandler:PostWorkItemReleased]
Order = "10"
Response = "PostWorkItemReleased"
DeviceEvent = "@PostWorkItemReleasedEvent"
[EventResponse:PostWorkItemReleased]
Command = "PostWorkItemReleased"
5 Voice Component5.1 Commands Where only the Profile Attribute is Added
The
5.2 Commands Where only the Profile Attribute is Changed
The
5.3 Events Where only the Profile Attribute is Added
The
5.4 Events Where only the Profile Attribute is Changed
The
5.5 Changes in Commands5.5.1 MakeCallToCampaignContact[Command:MakeCallToCampaignContact] Description = "Make call to campaign contact" DeviceCommand = "MakeCall" Hidden = "TRUE" CmdData = "MakeCallToCampaignContact" Profile = "Gplus Universal Profile" [CmdData:MakeCallToCampaignContact] BusComp = "Campaign List Contact" Param.CRM_CAMP_CON_ID = "{Id}" Param.PhoneNumber = "{Calculated Work Phone #:Lookup}" Param.IgnorePhoneNumber = "TRUE" Param.OutsideCallPrefix = "" Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" ; RequiredField.'Work Phone #' = "?*" 5.5.2 MakeCallEnabler[Command:MakeCallEnabler] DeviceCommand = "MakeCall" Comments = "Dummy command to fix Toolbar update problem" Description = "Make call" Order = "14" Hidden = "TRUE" Profile = "Gplus Universal Profile" 5.5.3 BlindTransferCallToPhone[Command:BlindTransferCallToPhone] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferMute" Description = "Blind transfer to "{@Phone}"" CmdData = "BlindTransferCallToPhone" OnEditControl = "TRUE" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.4 BlindTransferCallToPhoneKW
[Command:BlindTransferCallToPhoneKW]
DeviceCommand = "TransferMute"
Description = "Blind transfer to remote "{@Phone}""
FilterSpec = "[@SelectedWorkItem:KwCall] = 'TRUE' AND [@SelectedWorkItem:MediaType] = 'voice'"
; BlindTransferCallToPhoneKW will be used insteaf of BlindTransferCallToPhone
; if RemoteConnectStr is defined then it will be exetuted as multi site or network transfer
; FilterSpec = "[$RemoteConnectStr(@Phone)] IS NOT NULL AND [$RemoteConnectStr(@SelectedDN)] !=
[$RemoteConnectStr(@Phone)] and [@SelectedWorkItem:MediaType] = 'voice'"
CmdData = "BlindTransferCallToPhoneKW"
OnEditControl = "TRUE"
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
5.5.5 BlindTransferCallToSROwner[Command:BlindTransferCallToSROwner] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferMute" Description = "Blind transfer call to service request owner" CmdData = "BlindTransferCallToSROwner" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.6 BlindTransferCallToEmployee[Command:BlindTransferCallToEmployee] DeviceCommand = "TransferMute" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Description = "Blind transfer call to employee" CmdData = "BlindTransferCallToEmployee" SubCommand_0 = "BlindTransferCallToEmployeeVoice" SubCommand_1 = "BlindTransferCallToEmployeePushPreview" Profile = "Gplus Universal Profile" [CmdData:BlindTransferCallToEmployee] BusComp = "Employee" RequiredField.'Phone #' = "?*" Param.PhoneNumber = "{Phone #:Lookup}" Param.CallNotifyText = "Blind transfer from {@UserName}..." Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" 5.5.7 BlindTransferCallToCurrentPhone[Command:BlindTransferCallToCurrentPhone] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferMute" Description = "Blind transfer to "{@Phone}"" Title = "Blind Transfer" CmdData = "BlindTransferCallToCurrentPhone" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.8 BlindTransferCallToPopupEmployee[Command:BlindTransferCallToPopupEmployee] DeviceCommand = "TransferMute" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Description = "Blind transfer call to employee selected from popup list" Title = "Blind Transfer" CmdData = "BlindTransferCallToPopupEmployee" SubCommand_0 = "BlindTransferCallToPopupEmployeeVoice" SubCommand_1 = "BlindTransferCallToPopupEmployeePushPreview" Profile = "Gplus Universal Profile" [CmdData:BlindTransferCallToPopupEmployee] AttachContext = "TRUE" SelectParam = "TRUE" SelectBusObj = "Employee" SelectBusComp = "Employee" SelectApplet = "ACD Transfer Call Applet" SelectTitle = "Begin Blind Transfer to:" Param.PhoneNumber = "[Phone #:Lookup]" Param.CallNotifyText = "Blind transfer from {@UserName}..." Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" 5.5.9 BlindTransferCallToContactHome[Command:BlindTransferCallToContactHome] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferMute" Description = "Blind transfer call to contact home" Title = "Blind Transfer" CmdData = "BlindTransferCallToContactHome" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.10 BlindTransferCallToContact[Command:BlindTransferCallToContact] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferMute" Description = "Blind transfer call to contact" Title = "Blind Transfer" CmdData = "BlindTransferCallToContact" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.11 ConsultativeTransferToPhone[Command:ConsultativeTransferToPhone] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferInit" Description = "Consultative Transfer to "{@Phone}"" CmdData = "ConsultativeTransferToPhone" OnEditControl = "TRUE" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.12 ConsultativeTransferToSROwner[Command:ConsultativeTransferToSROwner] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferInit" Description = "Consultative transfer to service request owner" CmdData = "ConsultativeTransferToSROwner" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.13 ConsultativeTransferToEmployee[Command:ConsultativeTransferToEmployee] DeviceCommand = "TransferInit" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Description = "Consultative transfer to employee" CmdData = "ConsultativeTransferToEmployee" SubCommand_0 = "ConsultativeTransferToEmployeeVoice" SubCommand_1 = "ConsultativeTransferToEmployeePushPreview" Profile = "Gplus Universal Profile" [CmdData:ConsultativeTransferToEmployee] BusComp = "Employee" RequiredField.'Phone #' = "?*" Param.PhoneNumber = "{Phone #:Lookup}" Param.CallNotifyText = "Consultative transfer from {@UserName}..." Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" Param.RemoteConnectStr="{$RemoteConnectStr2(Id)}" 5.5.14 ConsultativeTransferToCurrentPhone[Command:ConsultativeTransferToCurrentPhone] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferInit" Description = "Consultative transfer to "{@Phone}"" CmdData = "ConsultativeTransferToCurrentPhone" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.15 ConsultativeTransferToPopupEmployee[Command:ConsultativeTransferToPopupEmployee] DeviceCommand = "TransferInit" Title = "Consultative Transfer" CmdData = "ConsultativeTransferToPopupEmployee" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Description = "Consultative transfer to employee selected from popup list" SubCommand_0 = "ConsultativeTransferToPopupEmployeeVoice" SubCommand_1 = "ConsultativeTransferToPopupEmployeePushPreview" Profile = "Gplus Universal Profile" [CmdData:ConsultativeTransferToPopupEmployee] AttachContext = "TRUE" SelectParam = "TRUE" SelectBusObj = "Employee" SelectBusComp = "Employee" SelectApplet = "ACD Transfer Call Applet" SelectTitle = "Begin Consultative Transfer to:" Param.PhoneNumber = "[Phone #:Lookup]" Param.CallNotifyText = "Consultative transfer from {@UserName}..." Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" Param.RemoteConnectStr = "[$RemoteConnectStr2(Id)]" 5.5.16 ConsultativeTransferCallToContactHome[Command:ConsultativeTransferCallToContactHome] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferInit" Description = "Consultative transfer call to contact home" Title = "Consultative Transfer" CmdData = "ConsultativeTransferCallToContactHome" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.17 ConsultativeTransferCallToContact[Command:ConsultativeTransferCallToContact] FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'" DeviceCommand = "TransferInit" Description = "Consultative transfer call to contact" Title = "Consultative Transfer" CmdData = "ConsultativeTransferCallToContact" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" 5.5.18 ConferenceTransferToPopupEmployee[Command:ConferenceTransferToPopupEmployee] DeviceCommand = "ConferenceInit" Description = "Conference transfer to employee selected from popup list" Title = "Conference Transfer" CmdData = "ConferenceTransferToPopupEmployee" Hidden = "TRUE" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" [CmdData:ConferenceTransferToPopupEmployee] AttachContext = "TRUE" SelectParam = "TRUE" SelectBusObj = "Employee" SelectBusComp = "Employee" SelectApplet = "ACD Transfer Call Applet" SelectTitle = "Begin Conference Transfer to:" Param.PhoneNumber = "[Phone #:Lookup]" Param.CallNotifyText = "Conference transfer from {@UserName}..." Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" Param.RemoteConnectStr = "{$RemoteConnectStr2(Id)}" 5.5.19 SwitchVoiceCalls[Command:SwitchVoiceCalls] FilterSpec = "[@DeselectedWorkItem:WorkState]='Active' AND [@DeselectedWorkItem:MediaType] = 'voice' AND [@SelectedWorkItem:MediaType] = 'voice' AND [$GetCommandStatus(AlternateCall)] = 'Enabled'" DeviceCommand = "AlternateCall" CmdData = "SwitchVoiceCalls" Hidden = "TRUE" Profile = "Gplus Universal Profile" 5.5.20 UpdateAttempts[Command:UpdateAttempts] Description = "Update Number of Attempts" ExecuteAll = "FALSE" DeviceCommand = "UpdateCallCompletionStats" CmdData = "UpdateAttempts" CmdChannelOnFocus = "TRUE" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Update Number of Attempts" SubCommand_10 = "OCSUpdateAttempts_" SubCommand_20 = "PushPreviewUpdateAttempts_" [CmdData:UpdateAttempts] Param.GSW_ATTEMPTS = "{GSW_ATTEMPTS}" Comments = "Update Number of Attempts: Current Work Item updated" 5.5.21 UpdateCallResult[Command:UpdateCallResult] DeviceCommand = "UpdateCallCompletionStats" CmdData = "UpdateCallResult" CmdChannelOnFocus = "TRUE" Description = "Update Call Result" ExecuteAll = "FALSE" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Update Call Result" SubCommand_10 = "OCSUpdateCallResult_" SubCommand_20 = "PushPreviewUpdateCallResult_" [CmdData:UpdateCallResult] Param.GSW_CALL_RESULT = "{GSW_CALL_RESULT}" Comments = "Update Call Result: Current Work Item updated" 5.5.22 RecordReschedule[Command:RecordReschedule] DeviceCommand = "RecordReschedule" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Reschedule preview or scheduled record" CmdData = "RecordRescheduleWithPopup" CmdChannelOnFocus = "TRUE" [CmdData:RecordRescheduleWithPopup] SelectParam = "TRUE" SelectTitle = "Please select callback type" SelectApplet = "Value Type Pick Applet" SelectBusObj = "List Of Values" SelectBusComp = "List Of Values" SelectQuerySpec = "[Type] = 'GENESYS_CALLBACK_TYPE' AND [Active] = 'Y'" Param.GSW_CALLBACK_TYPE = "[Name]" Param.GSW_DATE_TIME = "[Reschedule Time]" Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" Comments = "RecordReschedule: Current Work Item reschedule" [CmdData:RecordReschedule] Param.GSW_CALLBACK_TYPE = "Personal" Param.GSW_DATE_TIME = "[Reschedule Time]" Comments = "RecordReschedule: Current Work Item reschedule" 5.5.23 RecordRescheduleWithArg[Command:RecordRescheduleWithArg] DeviceCommand = "RecordReschedule" CmdData = "RecordRescheduleWithArgPopup" CmdChannelOnFocus = "TRUE" Description = "Reschedule Interaction" ExecuteAll = "FALSE" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Reschedule Interaction" SubCommand_10 = "RecordRescheduleWithArg_OCS" SubCommand_20 = "RecordRescheduleWithArg_PushPreview" [CmdData:RecordRescheduleWithArgPopup] SelectParam = "TRUE" SelectTitle = "Please select callback type" SelectApplet = "Value Type Pick Applet" SelectBusObj = "List Of Values" SelectBusComp = "List Of Values" SelectQuerySpec = "[Type] = 'GENESYS_CALLBACK_TYPE' AND [Active] = 'Y'" Param.GSW_CALLBACK_TYPE = "[Value]" Param.GSW_DATE_TIME = "{RSTime}" Comments = "RecordReschedule: Current Work Item reschedule" [CmdData:RecordRescheduleWithArg] Param.GSW_CALLBACK_TYPE = "Personal" Param.GSW_DATE_TIME = "{RSTime}" Comments = "RecordReschedule: Current Work Item reschedule" 5.5.24 DoNotCall[Command:DoNotCall] Description = "Mark phone number as Do Not Call" DeviceCommand = "DoNotCall" CmdChannelOnFocus = "TRUE" ExecuteAll = "FALSE" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "" SubCommand_10 = "DoNotCall_OCS" SubCommand_20 = "DoNotCall_PushPreview" [CmdData:DoNotCall] Param.USE_CUSTOMER_ID = "TRUE" ; Param.GSW_CHAIN_ATTR = "AllChain" ; Param.GSW_CHAIN_ATTR = "RecordOnly" ; Param.USE_PHONE = "TRUE" ;; Param.USE_RECORD_HANDLE = "TRUE" Comments = "Do Not Call" 5.5.25 ChainedRecordRequest[Command:ChainedRecordRequest] DeviceCommand = "ChainedRecordRequest" CmdChannelOnFocus = "TRUE" Description = "Request to get all chained records" ExecuteAll = "FALSE" Hidden = "TRUE" Profile = "Gplus Universal Profile" SubCommand_10 = "ChainedRecordRequest_OCS" SubCommand_20 = "ChainedRecordRequest_PushPreview" 5.5.26 AddRecord[Command:AddRecord] Description = "Add Record" DeviceCommand = "AddRecord" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Template for further usage" CmdData = "AddRecord" CmdChannelOnFocus = "TRUE" [CmdData:AddRecord] Param.GSW_CALLING_LIST = "{CallingListName}" Param.GSW_CAMPAIGN_NAME = "{CampaignName}" Param.GSW_PHONE = "{PhoneNumber}" Param.GSW_PHONE_TYPE = "{GenesysPhoneType}" Param.GSW_TZ_NAME = "{TimeZoneName}" Param.CRM_CAMPAIGN_ID = "{CampaignId}" Param.CRM_CAMP_CON_ID = "{CampaignContactId}" Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" RequiredField.CallingListName = "?*" RequiredField.CampaignName = "?*" RequiredField.PhoneNumber = "?*" RequiredField.GenesysPhoneType = "?*" RequiredField.TimeZoneName = "?*" RequiredField.CampaignId = "?*" RequiredField.CampaignContactId = "?*" Comments = "Add record" 5.5.27 CancelInteractionGroup[Command:CancelInteractionGroup] Description = "Cancel Interaction" ExecuteAll = "FALSE" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Cancel Interaction" SubCommand_10 = "OCSRequestRecordCancel_" SubCommand_20 = "VCBCancel_" SubCommand_30 = "PushPreviewCancel_" SubCommand_99 = "InteractionCancelEnabler" 5.5.28 InteractionDoneGroup[Command:InteractionDoneGroup] Description = "Interaction Done" ExecuteAll = "FALSE" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Interaction Done" SubCommand_10 = "OCSRecordProcessed_" SubCommand_15 = "WebCallbackProcessed_" SubCommand_20 = "VCBProcessed_" SubCommand_30 = "PushPreviewProcessed_" SubCommand_99 = "InteractionProcessedEnabler" 5.5.29 OCSRecordProcessed_[Command:OCSRecordProcessed_] Description = "Interaction Done" BusComp = "Campaign List Contact" AllViews = "FALSE" View = "Campaign Detail - Position" DeviceCommand = "InteractionDone" Hidden = "TRUE" CmdData = "OCSRecordProcessed_" CmdChannelOnFocus = "TRUE" Profile = "Gplus Universal Profile" Comments = "Record Processed: Current Work Item Processed and released" [CmdData:OCSRecordProcessed_] SelectParam = "TRUE" SelectTitle = "Please select treatment type" SelectApplet = "Value Type Pick Applet" SelectBusObj = "List Of Values" SelectBusComp = "List Of Values" SelectQuerySpec = "[Type] = 'GENESYS_TREATMENT_TYPE' AND [Active] = 'Y'" Param.GSW_TREATMENT = "[Name]" Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" Comments = "Record processed with treatment" CmdChannelOnFocus = "TRUE" 5.5.30 RejectInteractionGroup[Command:RejectInteractionGroup] DeviceCommand = "RejectInteraction" CmdChannelOnFocus = "TRUE" Description = "Reject Interaction" ExecuteAll = "FALSE" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Reject Interaction" SubCommand_10 = "RejectInteraction_" SubCommand_20 = "PushPreviewRejectInteraction_" 5.5.31 RescheduleInteractionGroup[Command:RescheduleInteractionGroup] Description = "Reschedule Interaction" ExecuteAll = "FALSE" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Reschedule Interaction" SubCommand_10 = "OCSReschedule_" SubCommand_15 = "VCBReschedule_" SubCommand_20 = "PushPreviewReschedule_" SubCommand_99 = "InteractionRescheduleEnabler" 5.5.32 InteractionDoNotCall[Command:InteractionDoNotCall] DeviceCommand = "InteractionDoNotCall" CmdData = "InteractionDoNotCall" CmdChannelOnFocus = "TRUE" Description = "Do Not Call" ExecuteAll = "FALSE" Hidden = "TRUE" Profile = "Gplus Universal Profile" Comments = "Do Not Call Interaction" SubCommand_10 = "OCSDoNotCall_" SubCommand_20 = "PushPreviewDoNotCall_" [CmdData:InteractionDoNotCall] Param.CRM_PROTOCOL_EXT = "OCS" 5.6 Changes in Events5.6.1 OnConferenceTransferConsultCall[EventHandler:OnConferenceTransferConsultCall] Comments = "Displays passed by Siebel bookmark screen on Consult call established" Order = "5" FilterSpec = "CallType='4'" Response = "OnConferenceTransferConsultCall" DeviceEvent = "EventEstablished" Profile = "Gplus Universal Profile" [EventResponse:OnConferenceTransferConsultCall] UseCtxData = "TRUE" Log = "EventLogToSetMediaType" 5.6.2 InsideCallReceived[EventHandler:InsideCallReceived] Comments = "Handles call after the agent clicks the Accept button" Order = "10" Filter.SiebelCall = "1" Response = "OnInsideCallReceived" DeviceEvent = "EventEstablished" Profile = "Gplus Universal Profile" [EventResponse:OnInsideCallReceived] Comments = "" UseCtxData = "TRUE" Log = "EventLogToSetMediaType" 5.6.3 PreviewOCSCallEstablished[EventHandler:PreviewOCSCallEstablished] Filter.CRM_CAMPAIGN_ID = "?*" Filter.CRM_CAMP_CON_ID = "?*" Filter.CRM_CAMP_MODE = "*Preview" FilterSpec = "CallType='3'" Comments = "Handles Preview call with purpose to prevent duplicating Activity creation" Order = "24" DeviceEvent = "EventEstablished" Profile = "Gplus Universal Profile" Response = "OnPreviewOCSCallEstablished" [EventResponse:OnPreviewOCSCallEstablished] Log = "EventLogToSetMediaType" 5.6.4 CallbackCallReceived[EventHandler:CallbackCallReceived] Filter.REQUEST_ID = '?*' DeviceEvent = "EventEstablished" Comments = "Handles Callback call and prevents from duplicating activity creation" Order = "35" Profile = "Gplus Universal Profile" Response = "OnCallbackCallReceived" [EventResponse:OnCallbackCallReceived] Log = "EventLogToSetMediaType" 5.6.5 VoiceCallbackCallReceived_Preview[EventHandler:VoiceCallbackCallReceived_Preview] Filter.VCB_REFERENCE_ID = "*" Filter.CRM_RECORD_MODE = "Preview" DeviceEvent = "EventEstablished" Comments = "Handles Voice Callback call and prevents from duplicating activity creation" Order = "40" Profile = "Gplus Universal Profile" Response = "OnVoiceCallbackCallReceived_Preview" [EventResponse:OnVoiceCallbackCallReceived_Preview] Log = "EventLogToSetMediaType" 5.6.6 EventVCBCallCheckAndCreateContact
[EventHandler:EventVCBCallCheckAndCreateContact]
Filter.VCB_REFERENCE_ID = "*"
Comments = "Checks for contact and creates if contact not exist in the Siebel database"
Order = "42"
ServiceMethod = "Genesys VCB.CreateContact"
ServiceParam.SearchSpec = "'Work Phone #' = '{VCB_CONTACT}'"
ServiceParam.SearchSpec2 = "'Home Phone #' = '{VCB_CONTACT}'"
ServiceParam.ActivateField = "Work Phone #"
ServiceParam.ActivateField2 = "Home Phone #"
ServiceParam.ContactPhone = "{VCB_CONTACT}"
ServiceParam.FirstName = "UNKNOWN"
ServiceParam.LastName = "UNKNOWN"
DeviceEvent = "EventEstablished"
Profile = "Gplus Universal Profile"
Response = "OnEventVCBCallCheckAndCreateContact"
[EventResponse:OnEventVCBCallCheckAndCreateContact]
Log = "EventLogToSetMediaType"
5.6.7 EventVCBCallUpdateActivity
[EventHandler:EventVCBCallUpdateActivity]
Filter.VCB_REFERENCE_ID = "*"
Comments = "Checks for contact and creates if contact not exist in the Siebel database"
Order = "43"
ServiceMethod = "Genesys VCB.VCBEvent"
ServiceParam.CRMWorkItemID = "{SiebelWorkItemID}"
ServiceParam.CRMEvent = "EventVCBPreview"
ServiceParam.GenesysCallId = "{SiebelWorkItemID}"
ServiceParam.VCB_CONTACT = "{VCB_CONTACT}"
ServiceParam.Description = "Callback number({VCB_CONTACT}), Estimated Wait Time ({VCB_EWT}), Number Of Attempts ({VCB_ATTEMPTS})"
ServiceParam.Status = "Requested"
ServiceParam.Type = "Call"
ServiceParam.Started = "{@Now}"
ServiceParam.Due = "{@Now}"
ServiceParam.Planned = "{@Now}"
DeviceEvent = "EventEstablished"
Profile = "Gplus Universal Profile"
Response = "OnEventVCBCallUpdateActivity"
[EventResponse:OnEventVCBCallUpdateActivity]
Log = "EventLogToSetMediaType"
5.6.8 KwCallReceived
[EventHandler:KwCallReceived]
Filter.KwCall = "*"
FilterSpec = "KwCall='TRUE'"
DeviceEvent = "EventEstablished"
Comments = "Adds custom property to work item for KwCall"
Order = "55"
Response = "OnKwCallReceived"
Profile = "Gplus Universal Profile"
[EventResponse:OnKwCallReceived]
QueryBusObj = "Action"
QueryBusComp = "Action"
QuerySpec = "'Call Id' = '{ConnID}'"
SingleView = "Activity List View"
SingleLog = "KwCallReceived_SingleRecord"
View = "Activity List View"
Log = "KwCallReceived_NoRecords"
[EventLog:KwCallReceived_SingleRecord]
Display = "FALSE"
WorkTrackingObj.KwCall = "{KwCall}"
WorkTrackingObj.MediaType = "{MediaType}"
[EventLog:KwCallReceived_NoRecords]
Comments = "Creates an Activity if KwCall"
Display = "TRUE"
BusObj = "Action"
BusComp = "Action"
WorkTrackingObj.KwCall = "{KwCall}"
WorkTrackingObj.MediaType = "{MediaType}"
LogField.'Call Id' = "{ConnID}"
LogField.'Status' = "In Progress"
LogField.'Type' = "Call - Inbound"
LogField.'Description' = "Inbound call"
LogField.'Started' = "{@Now}"
LogField.'Planned' = "{@WorkStartTime}"
LogField.'Due' = "{@WorkStartTime}"
AfterWork.'ACD Call Duration' = "{@WorkDuration}"
AfterWork.'Status' = "Done"
AfterWork.'Planned Completion' = "{@Now}"
5.6.9 InboundCallReceived[EventHandler:InboundCallReceived] FilterSpec = "CallType='2'" Filter.OtherDN = "*" DeviceEvent = "EventEstablished" Comments = "Handles call after the agent clicks the Accept button" Order = "60" Response = "OnInboundCallReceived" Profile = "Gplus Universal Profile" [EventResponse:OnInboundCallReceived] QueryBusObj = "Contact" QueryBusComp = "Contact" QuerySpec = "'Work Phone #' LIKE '*{OtherDN}'" SingleView = "Contact List View" SingleLog = "IncomingCall_SingleContact" MultiView = "Contact List View" MultiLog = "IncomingCall_MultiContacts" Log = "IncomingCall_NoContact" ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI" ServiceParam.BuscompName = "Contact" ServiceParam.Field = "Work Phone #" ServiceParam.Value = "'Work Phone #' LIKE '*{OtherDN}'" [EventLog:IncomingCall_SingleContact] Comments = "Creates an Activity if single contact found" WorkTrackingObj.MediaType = "{MediaType}" Display = "true" BusObj = "Contact" BusComp = "Action" LogField.'Call Id' = "{ConnID}" LogField.'Contact Id' = "{Contact.Id}" LogField.'Status' = "In Progress" LogField.'Type' = "Call - Inbound" LogField.'Description' = "Inbound call" LogField.'Started' = "{@Now}" LogField.'Planned' = "{@WorkStartTime}" LogField.'Due' = "{@WorkStartTime}" AfterWork.'ACD Call Duration' = "{@WorkDuration}" AfterWork.'Status' = "Done" AfterWork.'Planned Completion' = "{@Now}" [EventLog:IncomingCall_MultiContacts] Comments = "Creates an Activity if multiple contacts are found" WorkTrackingObj.MediaType = "{MediaType}" Display = "true" BusObj = "Contact" BusComp = "Action" LogField.'ACD Call Duration' = "{@WorkDuration}" LogField.'Call Id' = "{ConnID}" LogField.'Description' = "Inbound call({OtherDN})" LogField.'Status' = "In Progress" LogField.'Type' = "Call - Inbound" LogField.'Started' = "{@Now}" LogField.'Planned' = "{@WorkStartTime}" LogField.'Due' = "{@WorkStartTime}" AfterWork.'ACD Call Duration' = "{@WorkDuration}" AfterWork.'Status' = "Done" AfterWork.'Planned Completion' = "{@Now}" [EventLog:IncomingCall_NoContact] Comments = "Creates an Activity if no contacts are found" WorkTrackingObj.MediaType = "{MediaType}" BusObj = "Contact" BusComp = "Action" LogField.'Call Id' = "{ConnID}" LogField.'Description' = "Unknown Caller({OtherDN})" LogField.'Status' = "In Progress" LogField.'Started' = "{@Now}" LogField.'Planned' = "{@WorkStartTime}" LogField.'Due' = "{@WorkStartTime}" LogField.'Type' = "Call - Inbound" AfterWork.'ACD Call Duration' = "{@WorkDuration}" AfterWork.'Status' = "Done" AfterWork.'Planned Completion' = "{@Now}" 5.6.10 OutboundCallReceived[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 Universal Profile" [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" ; Display = "true" WorkTrackingObj.MediaType = "{MediaType}" 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" ; Display = "true" WorkTrackingObj.MediaType = "{MediaType}" 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" WorkTrackingObj.MediaType = "{MediaType}" 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}" 5.6.11 EventEstablished[EventHandler:EventEstablished] Comments = "Handles call after the agent clicks the Accept button" Order = "99" DeviceEvent = "EventEstablished" Profile = "Gplus Universal Profile" Response = "OnEventEstablished" [EventResponse:OnEventEstablished] Log = "EventLogToSetMediaType" 5.6.12 PreviewRecord[EventHandler:PreviewRecord] Profile = "Gplus Universal Profile" Comments = "Returns a preview record after the agent has called PreviewRecordRequest" Order = "2" Response = "OnOCSRecord" DeviceEvent = "EventPreviewRecord" [EventResponse:OnOCSRecord] ; Lines below are Smart Script related code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< QueryBusObj = "Campaign" QueryBusComp = "Campaign" QuerySpec = "[Id]='{CRM_CAMPAIGN_ID}'" ; Lines above are Smart Script related code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Log = "SaveOCSRecordInfo" Comments = "" [EventLog:SaveOCSRecordInfo] WorkTrackingObj.CRMCampaignID = "{CRM_CAMPAIGN_ID}" WorkTrackingObj.CRMCampConID = "{CRM_CAMP_CON_ID}" WorkTrackingObj.MediaType = "{MediaType}" ; Lines below are Smart Script related code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< WorkTrackingObj.CRMsmartScrId = "{Campaign.'Primary Call Script Id'}" WorkTrackingObj.CRMLanguageCode = "{Campaign.'Language Code'}" ; Lines above are Smart Script related code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Comments = "Saves information about the preview record for use by commands" ; Lines below are Activity creation code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< BusObj = "Campaign" BusComp = "Action" LogField.'Call Id' = "{SiebelWorkItemID}" LogField.'Description' = "Record({GSW_RECORD_HANDLE}) phone({GSW_PHONE})" LogField.'Status' = "Requested" LogField.'Planned' = "{@Now}" LogField.'Started' = "{@Now}" LogField.'Due' = "{@Now}" LogField.'Type' = "Call - Outbound" AfterWork.'ACD Call Duration' = "{@WorkDuration}" AfterWork.'Planned Completion' = "{@Now}" ; Lines above are Activity creation code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [EventResponse:OnPredictOCSRecord] ; Lines below are Smart Script related code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< QueryBusObj = "Campaign" QueryBusComp = "Campaign" QuerySpec = "[Id]='{CRM_CAMPAIGN_ID}'" ; Lines above are Smart Script related code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Log = "SavePredictOCSRecordInfo" Comments = "" [EventLog:SavePredictOCSRecordInfo] WorkTrackingObj.CRMCampaignID = "{CRM_CAMPAIGN_ID}" WorkTrackingObj.CRMCampConID = "{CRM_CAMP_CON_ID}" WorkTrackingObj.MediaType = "{MediaType}" ; Lines below are Smart Script related code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< WorkTrackingObj.CRMsmartScrId = "{Campaign.'Primary Call Script Id'}" WorkTrackingObj.CRMLanguageCode = "{Campaign.'Language Code'}" ; Lines above are Smart Script related code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Comments = "Saves information about the preview record for use by commands" ; Lines below are Activity creation code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< BusObj = "Campaign" BusComp = "Action" LogField.'Call Id' = "{SiebelWorkItemID}" LogField.'Description' = "Record({GSW_RECORD_HANDLE}) phone({GSW_PHONE})" LogField.'Status' = "In Progress" LogField.'Started' = "{@Now}" LogField.'Planned' = "{@Now}" LogField.'Due' = "{@Now}" LogField.'Type' = "Call - Outbound" AfterWork.'ACD Call Duration' = "{@WorkDuration}" AfterWork.'Planned Completion' = "{@Now}" ; Lines above are Activity creation code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 5.7 New Commands5.7.1 BlindTransferCallToEmployeeVoice
[Command:BlindTransferCallToEmployeeVoice]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'"
DeviceCommand = "TransferMute"
Description = "Blind transfer call to employee"
CmdData = "BlindTransferCallToEmployeeVoice"
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
[CmdData:BlindTransferCallToEmployeeVoice]
BusComp = "Employee"
RequiredField.'Phone #' = "?*"
Param.PhoneNumber = "{Phone #:Lookup}"
Param.CallNotifyText = "Blind transfer from {@UserName}..."
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
5.7.2 BlindTransferCallToEmployeePushPreview
[Command:BlindTransferCallToEmployeePushPreview]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'outboundpreview'"
DeviceCommand = "TransferMute"
Description = "Blind transfer call to employee"
CmdData = "BlindTransferCallToEmployeePushPreview"
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
[CmdData:BlindTransferCallToEmployeePushPreview]
BusComp = "Employee"
RequiredField.'Phone #' = "?*"
RequiredField.'Agent Login' = "?*"
Param.PhoneNumber = "{Phone #:Lookup}"
Param.CallNotifyText = "Blind transfer from {@UserName}..."
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.WorkbinAgentId = "{Agent Login}"
5.7.3 BlindTransferCallToPopupEmployeeVoice
[Command:BlindTransferCallToPopupEmployeeVoice]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'"
DeviceCommand = "TransferMute"
Description = "Blind transfer call to employee selected from popup list"
Title = "Blind Transfer"
CmdData = "BlindTransferCallToPopupEmployeeVoice"
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
[CmdData:BlindTransferCallToPopupEmployeeVoice]
AttachContext = "TRUE"
SelectParam = "TRUE"
SelectBusObj = "Employee"
SelectBusComp = "Employee"
SelectApplet = "ACD Transfer Call Applet"
SelectTitle = "Begin Blind Transfer to:"
SelectQuerySpec = "[Phone #] IS NOT NULL"
Param.PhoneNumber = "[Phone #:Lookup]"
Param.CallNotifyText = "Blind transfer from {@UserName}..."
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
5.7.4 BlindTransferCallToPopupEmployeePushPreview
[Command:BlindTransferCallToPopupEmployeePushPreview]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'outboundpreview'"
DeviceCommand = "TransferMute"
Description = "Blind transfer call to employee selected from popup list"
Title = "Blind Transfer"
CmdData = "BlindTransferCallToPopupEmployeePushPreview"
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
[CmdData:BlindTransferCallToPopupEmployeePushPreview]
AttachContext = "TRUE"
SelectParam = "TRUE"
SelectBusObj = "Employee"
SelectBusComp = "Employee"
SelectApplet = "ACD Transfer Call Applet"
SelectTitle = "Begin Blind Transfer to:"
SelectQuerySpec = "[Phone #] IS NOT NULL AND [Agent Login] IS NOT NULL"
Param.PhoneNumber = "[Phone #:Lookup]"
Param.WorkbinAgentId = "[Agent Login]"
Param.CallNotifyText = "Blind transfer from {@UserName}..."
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
5.7.5 ConsultativeTransferToEmployeeVoice
[Command:ConsultativeTransferToEmployeeVoice]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'"
DeviceCommand = "TransferInit"
Description = "Consultative transfer to employee"
CmdData = "ConsultativeTransferToEmployeeVoice"
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
[CmdData:ConsultativeTransferToEmployeeVoice]
BusComp = "Employee"
RequiredField.'Phone #' = "?*"
Param.PhoneNumber = "{Phone #:Lookup}"
Param.CallNotifyText = "Consultative transfer from {@UserName}..."
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.RemoteConnectStr = "{$RemoteConnectStr2(Id)}"
5.7.6 ConsultativeTransferToEmployeePushPreview
[Command:ConsultativeTransferToEmployeePushPreview]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'outboundpreview'"
DeviceCommand = "TransferInit"
Description = "Consultative transfer to employee"
CmdData = "ConsultativeTransferToEmployeePushPreview"
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
[CmdData:ConsultativeTransferToEmployeePushPreview]
BusComp = "Employee"
RequiredField.'Phone #' = "?*"
RequiredField.'Agent Login' = "?*"
Param.PhoneNumber = "{Phone #:Lookup}"
Param.CallNotifyText = "Consultative transfer from {@UserName}..."
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.RemoteConnectStr = "{$RemoteConnectStr2(Id)}"
Param.WorkbinAgentId = "{Agent Login}"
5.7.7 ConsultativeTransferToPopupEmployeeVoice
[Command:ConsultativeTransferToPopupEmployeeVoice]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'voice'"
DeviceCommand = "TransferInit"
Description = "Consultative transfer to employee selected from popup list"
Title = "Consultative Transfer"
CmdData = "ConsultativeTransferToPopupEmployeeVoice"
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
[CmdData:ConsultativeTransferToPopupEmployeeVoice]
AttachContext = "TRUE"
SelectParam = "TRUE"
SelectBusObj = "Employee"
SelectBusComp = "Employee"
SelectApplet = "ACD Transfer Call Applet"
SelectTitle = "Begin Consultative Transfer to:"
SelectQuerySpec = "[Phone #] IS NOT NULL"
Param.PhoneNumber = "[Phone #:Lookup]"
Param.CallNotifyText = "Consultative transfer from {@UserName}..."
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.RemoteConnectStr = "{$RemoteConnectStr2(Id)}"
5.7.8 ConsultativeTransferToPopupEmployeePushPreview
[Command:ConsultativeTransferToPopupEmployeePushPreview]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'outboundpreview'"
DeviceCommand = "TransferInit"
Description = "Consultative transfer to employee selected from popup list"
Title = "Consultative Transfer"
CmdData = "ConsultativeTransferToPopupEmployeePushPreview"
Hidden = "TRUE"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
[CmdData:ConsultativeTransferToPopupEmployeePushPreview]
AttachContext = "TRUE"
SelectParam = "TRUE"
SelectBusObj = "Employee"
SelectBusComp = "Employee"
SelectApplet = "ACD Transfer Call Applet"
SelectTitle = "Begin Consultative Transfer to:"
SelectQuerySpec = "[Phone #] IS NOT NULL AND [Agent Login] IS NOT NULL"
Param.PhoneNumber = "[Phone #:Lookup]"
Param.WorkbinAgentId = "[Agent Login]"
Param.CallNotifyText = "Consultative transfer from {@UserName}..."
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.RemoteConnectStr = "{$RemoteConnectStr2(Id)}"
5.7.9 ReadyForGVoicePushPreviewGroup
[Command:ReadyForGVoicePushPreviewGroup]
Description = "Set ready for Push Preview"
DeviceCommand = "@outboundpreview@OpenMediaReady"
FilterSpec = "[$GetCommandStatus(@outboundpreview@OpenMediaReady)] = 'Enabled'"
Hidden = "FALSE"
MenuPosition = "21.5"
Profile = "Gplus Universal Profile"
Title = "Ready For Push Preview"
5.7.10 NotReadyForGVoicePushPreviewGroup
[Command:NotReadyForGVoicePushPreviewGroup]
Title = "Not Ready For Push Preview"
Description = "Set not ready for Push Preview"
DeviceCommand = "@outboundpreview@OpenMediaNotReady"
FilterSpec = "[$GetCommandStatus(@outboundpreview@OpenMediaNotReady)] = 'Enabled'"
Hidden = "FALSE"
MenuPosition = "22.5"
Profile = "Gplus Universal Profile"
CmdData = "NotReadyWithPopup"
5.7.11 OCSUpdateAttempts_
[Command:OCSUpdateAttempts_]
DeviceCommand = "UpdateCallCompletionStats"
Hidden = "TRUE"
Comments = "Update Number of Attempts"
CmdData = "UpdateAttempts"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
5.7.12 PushPreviewUpdateAttempts_
[Command:PushPreviewUpdateAttempts_]
DeviceCommand = "OpenMediaOcsCallCompletionStats"
Hidden = "TRUE"
Comments = "Update Number of Attempts"
CmdData = "UpdateAttempts"
CmdChannelOnFocus = "TRUE"
Profile = "Gplus Universal Profile"
[CmdData:UpdateAttempts]
Param.GSW_ATTEMPTS = "{GSW_ATTEMPTS}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = "Update Number of Attempts: Current Work Item updated"
5.7.13 OCSUpdateCallResult_
[Command:OCSUpdateCallResult_]
DeviceCommand = "UpdateCallCompletionStats"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
Comments = "Update Call Result"
CmdData = "UpdateCallResult"
CmdChannelOnFocus = "TRUE"
5.7.14 PushPreviewUpdateCallResult_
[Command:PushPreviewUpdateCallResult_]
DeviceCommand = "OpenMediaOcsCallCompletionStats"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
Comments = "Update Call Result"
CmdData = "UpdateCallResult"
CmdChannelOnFocus = "TRUE"
[CmdData:UpdateCallResult]
Param.GSW_CALL_RESULT = "{GSW_CALL_RESULT}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = "Update Call Result: Current Work Item updated"
5.7.15 RecordRescheduleWithArg_PushPreview
[Command:RecordRescheduleWithArg_PushPreview]
DeviceCommand = "OpenMediaOcsRecordReschedule"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
Description = "Reschedule PushPreview Record"
Comments = "Reschedule PushPreview Record with explicit time value {RSTime}"
CmdData = "RecordRescheduleWithArgPopup"
CmdChannelOnFocus = "TRUE"
5.7.16 RecordRescheduleWithArg_OCS
[Command:RecordRescheduleWithArg_OCS]
DeviceCommand = "RecordReschedule"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
Description = "Reschedule record"
Comments = "Reschedule record with explicit time value {RSTime}"
CmdData = "RecordRescheduleWithArgPopup"
CmdChannelOnFocus = "TRUE"
[CmdData:RecordRescheduleWithArgPopup]
SelectParam = "TRUE"
SelectTitle = "Please select callback type"
SelectApplet = "Value Type Pick Applet"
SelectBusObj = "List Of Values"
SelectBusComp = "List Of Values"
SelectQuerySpec = "[Type] = 'GENESYS_CALLBACK_TYPE' AND [Active] = 'Y'"
Param.GSW_CALLBACK_TYPE = "[Value]"
Param.GSW_DATE_TIME = "{RSTime}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = "RecordReschedule: Current Work Item reschedule"
[CmdData:RecordRescheduleWithArg]
Param.GSW_CALLBACK_TYPE = "Personal"
Param.GSW_DATE_TIME = "{RSTime}"
Comments = "RecordReschedule: Current Work Item reschedule"
5.7.17 DoNotCall_OCS
[Command:DoNotCall_OCS]
Description = "Mark phone number as Do Not Call"
DeviceCommand = "DoNotCall"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
Comments = ""
CmdData = "DoNotCall"
CmdChannelOnFocus = "TRUE"
[CmdData:DoNotCall]
Param.USE_CUSTOMER_ID = "TRUE"
; Param.GSW_CHAIN_ATTR = "AllChain"
; Param.GSW_CHAIN_ATTR = "RecordOnly"
; Param.USE_PHONE = "TRUE"
;; Param.USE_RECORD_HANDLE = "TRUE"
Comments = "Do Not Call"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
5.7.18 DoNotCall_PushPreview
[Command:DoNotCall_PushPreview]
Description = "Mark phone number as Do Not Call"
DeviceCommand = "OpenMediaOcsRecordDoNotCall"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
Comments = ""
CmdData = "DoNotCall"
CmdChannelOnFocus = "TRUE"
5.7.19 ChainedRecordRequest_OCS
[Command:ChainedRecordRequest_OCS]
Description = "Chained Record Request"
DeviceCommand = "ChainedRecordRequest"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
CmdData = "ChainedRecordRequest"
CmdChannelOnFocus = "TRUE"
5.7.20 ChainedRecordRequest_PushPreview
[Command:ChainedRecordRequest_PushPreview]
Description = "Chained Record Request"
DeviceCommand = "OpenMediaOcsChainedRecordReqst"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
CmdData = "ChainedRecordRequest"
CmdChannelOnFocus = "TRUE"
[CmdData:ChainedRecordRequest]
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
5.7.21 PushPreviewCancel_
[Command:PushPreviewCancel_]
Description = "Cancel Interaction"
DeviceCommand = "OpenMediaOcsRecordCancel"
BusComp = "Campaign List Contact"
AllViews = "FALSE"
View = "Campaign Detail - Position"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
CmdData = "PushPreviewCancel_"
CmdChannelOnFocus = "TRUE"
[CmdData:PushPreviewCancel_]
Param.USE_RECORD_HANDLE = "TRUE"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = "Request Record Cancel - Cancel Current Work Item"
5.7.22 RejectInteraction_
[Command:RejectInteraction_]
Description = "Reject Interaction"
Hidden = "TRUE"
DeviceCommand = "RejectInteraction"
Profile = "Gplus Universal Profile"
CmdChannelOnFocus = "TRUE"
CmdData = "RejectInteractionGroup"
Comments = "Reject Interaction"
5.7.23 PushPreviewRejectInteraction_
[Command:PushPreviewRejectInteraction_]
Description = "Reject PushPreview Interaction"
Hidden = "TRUE"
DeviceCommand = "OpenMediaOcsRecordReject"
Profile = "Gplus Universal Profile"
CmdChannelOnFocus = "TRUE"
CmdData = "RejectInteractionGroup"
Comments = "Reject PushPreview Interaction"
[CmdData:RejectInteractionGroup]
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
5.7.24 PushPreviewReschedule_
[Command:PushPreviewReschedule_]
DeviceCommand = "OpenMediaOcsFakeRecordReschedule"
Description = "Reschedule Interaction"
Hidden = "TRUE"
BusComp = "Campaign List Contact"
AllViews = "FALSE"
View = "Campaign Detail - Position"
Profile = "Gplus Universal Profile"
Comments = "Reschedule preview or scheduled record"
CmdData = "RecordReschedule_"
CmdChannelOnFocus = "TRUE"
5.7.25 OCSDoNotCall_
[Command:OCSDoNotCall_]
Description = "Do Not Call"
DeviceCommand = "InteractionDoNotCall"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
Comments = "Do Not Call"
CmdData = "InteractionDoNotCall"
CmdChannelOnFocus = "TRUE"
[CmdData:InteractionDoNotCall]
Param.CRM_PROTOCOL_EXT = "OCS"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
5.7.26 PushPreviewDoNotCall_
[Command:PushPreviewDoNotCall_]
Description = "Do Not Call"
DeviceCommand = "OpenMediaOcsFakeRecordDoNotCall"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
Comments = "Do Not Call"
CmdData = "InteractionDoNotCall"
CmdChannelOnFocus = "TRUE"
5.7.27 PushPreviewProcessed_
[Command:PushPreviewProcessed_]
AllViews = "FALSE"
BusComp = "Campaign List Contact"
CmdChannelOnFocus = "TRUE"
Description = "Mark Done"
DeviceCommand = "OpenMediaOcsRecordProcessed"
Hidden = "TRUE"
View = "Campaign Detail - Position"
Comments = "Record Processed: Current Work Item Processed and released"
CmdData = "OCSRecordProcessed_"
Profile = "Gplus Universal Profile"
5.8 New Events5.8.1 AnyCallDialing
[EventHandler:AnyCallDialing]
Comments = ""
DeviceEvent = "EventDialing"
Profile = "Gplus Universal Profile"
Order = "0"
Response = "OnAnyCallDialing"
[EventResponse:OnAnyCallDialing]
Log = "EventLogToSetMediaType"
[EventLog:EventLogToSetMediaType]
WorkTrackingObj.MediaType = "{MediaType}"
5.8.2 AnyCallRinging
[EventHandler:AnyCallRinging]
Comments = ""
Order = "0"
Response = "OnAnyCallRinging"
DeviceEvent = "EventRinging"
Profile = "Gplus Universal Profile"
[EventResponse:OnAnyCallRinging]
Log = "EventLogToSetMediaType"
5.8.3 PushPreviewChainedRecord
[EventHandler:PushPreviewChainedRecord]
Profile = "Gplus Universal Profile"
Comments = "Returns next record from chain after the agent has called ChainedRecordRequest"
Order = "2"
Response = "OnChainedRecord"
DeviceEvent = "OpenMediaOcsChainedRecord"
5.8.4 OCSUpdateCallCompletionStatsAck
[EventHandler:OCSUpdateCallCompletionStatsAck]
Profile = "Gplus Universal Profile"
Comments = "Call stat have been updated - sets In Progress status"
Response = "OnOCSEvent"
DeviceEvent = "EventUpdCallComplStatsAck"
5.8.5 PushPreviewUpdateCallCompletionStatsAck
[EventHandler:PushPreviewUpdateCallCompletionStatsAck]
Profile = "Gplus Universal Profile"
Comments = "Call stat have been updated - sets In Progress status"
Response = "OnOCSEvent"
DeviceEvent = "OpenMediaOcsCallCompletionSAck"
5.8.6 PushPreviewRescheduleAck
[EventHandler:PushPreviewRescheduleAck]
Profile = "Gplus Universal Profile"
Comments = "PushPreview Record rescheduled - sets In Progress status"
Response = "OnOCSEvent"
DeviceEvent = "OpenMediaOcsRecordReschedulAck"
5.8.7 PushPreviewDoNotCallAck
[EventHandler:PushPreviewDoNotCallAck]
Profile = "Gplus Universal Profile"
Comments = "Record marked Do Not Call - sets Decline status"
Response = "OnOCSEvent"
DeviceEvent = "OpenMediaOcsRecordDoNotCallAck"
5.8.8 PushPreviewRecordReject
[EventHandler:PushPreviewRecordReject]
Profile = "Gplus Universal Profile"
Comments = "PushPreview Record rejected - sets Decline status"
Response = "OnOCSEvent"
DeviceEvent = "OpenMediaOcsRecordRejectAck"
5.8.9 PushPreviewCancelAck
[EventHandler:PushPreviewCancelAck]
FilterSpec = "MediaType = 'outboundpreview'"
Profile = "Gplus Universal Profile"
Comments = "PushPreview Record canceled - sets Cancel status"
Response = "OnOCSEvent"
DeviceEvent = "OpenMediaOcsRecordCancelAck"
5.8.10 EventPushPreviewRecordRemove
[EventHandler:EventPushPreviewRecordRemove]
Profile = "Gplus Universal Profile"
Comments = "PushPreview Record removed - sets Cancel status (Respond to error situation)"
Response = "OnOCSEvent"
DeviceEvent = "OpenMediaOcsRecordRemovedAck"
5.8.11 PushPreviewProcessedAck
[EventHandler:PushPreviewProcessedAck]
Profile = "Gplus Universal Profile"
Comments = "PushPreview Record Processed - sets Done status"
Response = "OnOCSEvent"
DeviceEvent = "OpenMediaOcsRecordProcessedAck"
5.8.12 EventIntReschedulePushPreview
[EventHandler:EventIntReschedulePushPreview]
Filter.CRM_PROTOCOL_EXT = "OCS"
Order = "20"
Comments = "Reschedule PushPreview Interaction"
Response = "OnEventIntRescheduleOCS"
DeviceEvent = "OpenMediaOcsFakeRecordReschAck"
Profile = "Gplus Universal Profile"
5.8.13 EventPushPreviewDoNotCall
[EventHandler:EventPushPreviewDoNotCall]
Filter.CRM_CAMP_CON_ID = "?*"
Order = "10"
Comments = "Marks PushPreview Interaction as Do Not Call"
Response = "OnEventIntDoNotCall"
DeviceEvent = "OpenMediaOcsFakeRecordDoNotAck"
Profile = "Gplus Universal Profile"
5.8.14 OpenMediaSelectedPushPreview
[EventHandler:OpenMediaSelectedPushPreview]
Filter.MediaType = "outboundpreview"
Filter.CRM_CAMPAIGN_ID = "?*"
Filter.CRM_CAMP_CON_ID = "?*"
DeviceEvent = "OpenMediaSelected"
Response = "OnEventCurrentWorkItemChanged"
Comments = "Takes campaign information attached to interaction and adds it to work item"
Order = "35"
Profile = "Gplus Universal Profile"
5.8.15 OpenMediaInvitedPushPreview
[EventHandler:OpenMediaInvitedPushPreview]
Filter.MediaType = "outboundpreview"
Comments = ""
DeviceEvent = "OpenMediaInvited"
Profile = "Gplus Universal Profile"
Response = "OnEventPushPreviewInvited"
Order = "30"
[EventResponse:OnEventPushPreviewInvited]
; Lines below are Smart Script related code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
QueryBusObj = "Campaign"
QueryBusComp = "Campaign"
QuerySpec = "[Id]='{CRM_CAMPAIGN_ID}'"
; Lines above are Smart Script related code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Log = "SaveOCSRecordInfo_Preview"
Comments = ""
[EventLog:SaveOCSRecordInfo_Preview]
WorkTrackingObj.CRMCampaignID = "{CRM_CAMPAIGN_ID}"
WorkTrackingObj.CRMCampConID = "{CRM_CAMP_CON_ID}"
WorkTrackingObj.MediaType = "{MediaType}"
; Lines below are Smart Script related code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
WorkTrackingObj.CRMsmartScrId = "{Campaign.'Primary Call Script Id'}"
WorkTrackingObj.CRMLanguageCode = "{Campaign.'Language Code'}"
; Lines above are Smart Script related code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Comments = "Saves information about the preview record for use by commands"
; Lines below are Activity creation code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
BusObj = "Campaign"
BusComp = "Action"
QuerySpec = "'Call Id'='{SiebelWorkItemID}'"
LogField.'Call Id' = "{SiebelWorkItemID}"
LogField.'Description' = "Record({GSW_RECORD_HANDLE}) phone({GSW_PHONE})"
LogField.'Status' = "Not Started"
; LogField.'Planned' = "{@Now}"
LogField.'Started' = "{@Now}"
LogField.'Due' = "{@Now}"
LogField.'Type' = "Call - Outbound"
; Lines above are Activity creation code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
5.8.16 OpenMediaAcceptedPushPreview
[EventHandler:OpenMediaAcceptedPushPreview]
Filter.MediaType = "outboundpreview"
Comments = ""
DeviceEvent = "OpenMediaAccepted"
Profile = "Gplus Universal Profile"
Order = "30"
Response = "OnOpenMediaAcceptedPushPreview"
[EventResponse:OnOpenMediaAcceptedPushPreview]
; Lines below are Smart Script related code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
QueryBusObj = "Campaign"
QueryBusComp = "Campaign"
QuerySpec = "[Id]='{CRM_CAMPAIGN_ID}'"
; Lines above are Smart Script related code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Log = "UpdateOCSRecordInfo"
Comments = ""
[EventLog:UpdateOCSRecordInfo]
WorkTrackingObj.CRMCampaignID = "{CRM_CAMPAIGN_ID}"
WorkTrackingObj.CRMCampConID = "{CRM_CAMP_CON_ID}"
WorkTrackingObj.MediaType = "{MediaType}"
; Lines below are Smart Script related code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
WorkTrackingObj.CRMsmartScrId = "{Campaign.'Primary Call Script Id'}"
WorkTrackingObj.CRMLanguageCode = "{Campaign.'Language Code'}"
; Lines above are Smart Script related code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Comments = "Saves information about the preview record for use by commands"
; Lines below are Activity creation code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
BusObj = "Campaign"
BusComp = "Action"
QuerySpec = "'Call Id'='{SiebelWorkItemID}'"
LogField.'Status' = "Requested"
LogField.'Planned' = "{@Now}"
AfterWork.'ACD Call Duration' = "{@WorkDuration}"
AfterWork.'Planned Completion' = "{@Now}"
; Lines above are Activity creation code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
5.8.17 OpenMediaPulledPushPreview
[EventHandler:OpenMediaPulledPushPreview]
FilterSpec = "MediaType = 'outboundpreview'"
Comments = ""
DeviceEvent = "OpenMediaPulled"
Profile = "Gplus Universal Profile"
Response = "OnOpenMediaAcceptedPushPreview"
Order = "6"
5.9 Deleted Commands5.9.1 WebCallbackProcessed_
[Command:WebCallbackProcessed_]
Description = "Interaction Done"
AllViews = "FALSE"
View = "Contact List View"
DeviceCommand = "InteractionDone"
Hidden = "TRUE"
Profile = "Gplus Voice"
Comments = "Callback Done"
CmdChannelOnFocus = "TRUE"
5.10 Deleted Events5.10.1 EventDialing
[EventHandler:EventDialing]
Comments = "Handles outbound call before answer"
DeviceEvent = "EventDialing"
Profile = "Gplus Voice"
5.10.2 UpdateCallCompletionStatsAck
[EventHandler:UpdateCallCompletionStatsAck]
Profile = "Gplus Voice"
Comments = "Call stat have been updated - sets In Progress status"
Response = "OnOCSEvent"
DeviceEvent = "EventUpdCallComplStatsAck"
6 Multimedia Component6.1 Commands Where only the Profile Attribute is Added
The 6.2 Commands Where only the Profile Attribute is Changed
The
6.3 Events Where only the Profile Attribute is Added
The 6.4 Events Where only the Profile Attribute is Changed
The
6.5 Changes in Commands6.5.1 LogoutFromOpenMedia[Command:LogoutFromOpenMedia] FilterSpec = "[$GetCommandStatus(OpenMediaLogout)] = 'Enabled'" MenuPosition = "23.2" Title = "Logout From Multimedia" Description = "Logout from Multimedia" Profile = "Gplus Universal Profile" ExecuteAll = "TRUE" SubCommand_10 = "LogoutFromOpenMedia_Pre" SubCommand_20 = "LogoutFromOpenMedia_DM" DeviceCommand = "OpenMediaLogout" Comments = "" ; CmdData = "ReasonCodePopup" 6.5.2 PreferenceLogoutOpenMedia[Command:PreferenceLogoutOpenMedia] FilterSpec = "[$GetCommandStatus(OpenMediaLogout)] = 'Enabled'" Hidden = "TRUE" Description = "Logout from Multimedia" Profile = "Gplus Universal Profile" ExecuteAll = "TRUE" SubCommand_10 = "LogoutFromOpenMedia_Pre" SubCommand_20 = "PreferenceLogoutOpenMedia_DM" DeviceCommand = "OpenMediaLogout" CmdData = "" 6.5.3 OpenMediaAccept[Command:OpenMediaAccept] DeviceCommand = "OpenMediaAccept" Hidden = "FALSE" Description = "Accept Multimedia Interaction" Profile = "Gplus Universal Profile" Title = "Accept Multimedia Interaction" HotKey = "Alt+F12" MenuPosition = "10.7" Comments = "" CmdData = "OpenMediaAcceptCmdData" [CmdData:OpenMediaAcceptCmdData] Param.TrackingID = "{$GetInboundWorkItemAttr(Gplus Universal, DriverWorkTrackID)}" Param.ChatUsrNickName = "{@UserName}" Comments = "" 6.5.4 IsMCRView[Command:IsMCRView] AllViews = "FALSE" DeviceCommand = "OpenMediaPlaceInQueue" Hidden = "TRUE" View = "MCR Inbound Email plus Knowledge Manager" Comments = "" Profile = "Gplus Universal Profile" CmdData = "" 6.5.5 IsMCRView2[Command:IsMCRView2] AllViews = "FALSE" DeviceCommand = "OpenMediaPlaceInQueue" Hidden = "TRUE" View = "MCR Inboud Email plus Suggestions" Comments = "" Profile = "Gplus Universal Profile" CmdData = "" 6.5.6 IsMCRView3[Command:IsMCRView3] AllViews = "FALSE" DeviceCommand = "OpenMediaPlaceInQueue" Hidden = "TRUE" View = "MCR Outbound Email plus Knowledge Manager" Comments = "" Profile = "Gplus Universal Profile" CmdData = "" 6.5.7 IsMCRView4
[Command:IsMCRView4]
AllViews = "FALSE"
DeviceCommand = "OpenMediaPlaceInQueue"
Hidden = "TRUE"
View = "MCR Reply Email plus Knowledge Manager"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = ""
6.5.8 IsMCRView5
[Command:IsMCRView5]
AllViews = "FALSE"
DeviceCommand = "OpenMediaPlaceInQueue"
Hidden = "TRUE"
View = "MCR Reply Email with Suggestion"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = ""
6.5.9 OpenMediaComposeGEmail
[Command:OpenMediaComposeGEmail]
FilterSpec = "[$GetCommandStatus(OpenMediaSubmit)] = 'Enabled'"
SubCommand_1 = "ComposeGEmailToSelected"
SubCommand_2 = "ComposeGEmailToContact"
SubCommand_3 = "ComposeGEmailToActivitySender"
SubCommand_4 = "ComposeGEmailToUnknown"
AllViews = "TRUE"
Description = "Send Email"
ExecUntilOK = "TRUE"
HotKey = "Shift+F12"
Title = "Send Email"
Hidden = "FALSE"
MenuPosition = "12.5"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = ""
6.5.10 SendOutboundReply
[Command:SendOutboundReply]
Profile = "Gplus Universal Profile"
Hidden = "TRUE"
ExecuteAll = "TRUE"
SubCommand_10 = "OpenMediaClearDeliveredMark"
SubCommand_20 = "SendOutboundReply_DM"
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
CmdData = "SendOutboundReplyCmdData"
[CmdData:SendOutboundReplyCmdData]
Param.Subject = "{Subject}"
Param.To = "{To}"
Param.FromAddress = "{FromAddress}"
Param.CcAddresses = "{CcAddresses}"
Param.BccAddresses = "{BccAddresses}"
Param.Queue = "{SubmitQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = ""
6.5.11 SendOutboundNew
[Command:SendOutboundNew]
Comments = ""
Profile = "Gplus Universal Profile"
Hidden = "TRUE"
ExecuteAll = "TRUE"
SubCommand_10 = "OpenMediaClearDeliveredMark"
SubCommand_20 = "SendOutboundNew_DM"
DeviceCommand = "OpenMediaPlaceInQueue"
CmdData = "SendOutboundNewCmdData"
[CmdData:SendOutboundNewCmdData]
Param.Subject = "{Subject}"
Param.To = "{To}"
Param.FromAddress = "{FromAddress}"
Param.CcAddresses = "{CcAddresses}"
Param.BccAddresses = "{BccAddresses}"
Param.Queue = "{SubmitQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = ""
6.5.12 MarkDone
[Command:MarkDone]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'email' OR [@SelectedWorkItem:MediaType] = 'chat'"
Profile = "Gplus Universal Profile"
Hidden = "TRUE"
ExecuteAll = "TRUE"
SubCommand_10 = "OpenMediaClearDeliveredMark"
SubCommand_20 = "MarkDone_DM"
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
CmdData = "MarkDoneCmdData"
[CmdData:MarkDoneCmdData]
Param.Queue = "{MarkDoneQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.ChatAfterAction = "FORCE_CLOSE"
Comments = ""
6.5.13 Reply
[Command:Reply]
Comments = ""
Profile = "Gplus Universal Profile"
Hidden = "TRUE"
ExecuteAll = "TRUE"
SubCommand_10 = "OpenMediaClearDeliveredMark"
SubCommand_20 = "Reply_DM"
DeviceCommand = "OpenMediaReply"
CmdData = "ReplyCmdData"
[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 = ""
6.5.14 Create
[Command:Create]
DeviceCommand = "OpenMediaSubmit"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = "CreateCmdData"
Hidden = "TRUE"
[CmdData:CreateCmdData]
Param.Subject = "{Subject}"
Param.To = "{To}"
Param.FromAddress = "{FromAddress}"
Param.CcAddresses = "{CcAddresses}"
Param.BccAddresses = "{BccAddresses}"
Param.InteractionId = "{OutboundInteraction}"
Param.InteractionSubtype = "OutboundNew"
Param.InteractionType = "Outbound"
Param.MediaType = "email"
Param.SubmitQueue = "{SubmitQueue}"
Param.AgentProcessing = "{AgentProcessing}"
Comments = ""
6.5.15 OpenMediaPlaceInWorkbin[Command:OpenMediaPlaceInWorkbin] Description = "Put interaction in workbin" Comments = "" Profile = "Gplus Universal Profile" Hidden = "TRUE" ExecuteAll = "TRUE" SubCommand_10 = "OpenMediaClearDeliveredMark" SubCommand_20 = "OpenMediaPlaceInWorkbin_DM" DeviceCommand = "OpenMediaPlaceInWorkbin" CmdData = "OpenMediaPlaceInWorkbinCmdData" [CmdData:OpenMediaPlaceInWorkbinCmdData] Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" Param.Workbin = "[Value]" Param.WorkbinAgentGroupId = "" Param.WorkbinAgentId = "{@AgentID}" Param.WorkbinPlaceGroupId = "" Param.WorkbinPlaceId = "" SelectApplet = "MCR Workbin Names Value List" SelectBusComp = "List Of Values" SelectBusObj = "MCR Agent Workbin Content" SelectParam = "TRUE" Comments = "" 6.5.16 OpenMediaTransferToAgentDo[Command:OpenMediaTransferToAgentDo] Description = "Transfer interaction to another agent (device cmd)" Profile = "Gplus Universal Profile" Hidden = "TRUE" ExecuteAll = "TRUE" SubCommand_10 = "OpenMediaClearDeliveredMark" SubCommand_20 = "OpenMediaTransferToAgentDo_DM" DeviceCommand = "OpenMediaTransfer" Comments = "" CmdData = "OpenMediaTransferToAgentDoCmdData" [CmdData:OpenMediaTransferToAgentDoCmdData] Param.TrackingID = "{TrackingID}" Param.WorkbinAgentId = "{WorkbinAgentId}" Comments = "" 6.5.17 OpenMediaTransferToQueueDo[Command:OpenMediaTransferToQueueDo] Description = "Transfer Interaction to Queue (device cmd)" Comments = "" Profile = "Gplus Universal Profile" Hidden = "TRUE" ExecuteAll = "TRUE" SubCommand_10 = "OpenMediaClearDeliveredMark" SubCommand_20 = "OpenMediaTransferToQueueDo_DM" DeviceCommand = "OpenMediaPlaceInQueue" CmdData = "OpenMediaTransferToQueueDoCmdData" [CmdData:OpenMediaTransferToQueueDoCmdData] Param.TrackingID = "{TrackingID}" Param.Queue = "{Queue}" Comments = "" 6.5.18 OpenMediaLeave[Command:OpenMediaLeave] Description = "Leave Multimedia Interaction" Title = "Leave Multimedia Interaction" Hidden = "True" Profile = "Gplus Universal Profile" ExecuteAll = "TRUE" SubCommand_10 = "OpenMediaClearDeliveredMark" SubCommand_20 = "OpenMediaLeave_DM" DeviceCommand = "OpenMediaLeave" CmdData = "OpenMediaLeaveCmdData" [CmdData:OpenMediaLeaveCmdData] Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" 6.5.19 OpenMediaReject[Command:OpenMediaReject] Description = "Reject Multimedia Interaction" Title = "Reject Multimedia Interaction" DeviceCommand = "OpenMediaReject" Hidden = "True" FilterSpec = "[$GetInboundWorkItemAttr(Gplus Universal, DriverWorkTrackID)] IS NOT NULL" Profile = "Gplus Universal Profile" CmdData = "OpenMediaRejectCmdData" [CmdData:OpenMediaRejectCmdData] Param.TrackingID = "{$GetInboundWorkItemAttr(Gplus Universal, DriverWorkTrackID)}" 6.5.20 MarkDoneChat
[Command:MarkDoneChat]
FilterSpec = "[@SelectedWorkItem:MediaType] = 'chat'"
ExecuteAll = "TRUE"
SubCommand_1 = "MarkDoneChatSetPropertiesData"
SubCommand_10 = "MarkDoneChatPlaceInQueue"
Hidden = "TRUE"
6.6 Changes in Events6.6.1 OpenMediaLoggedIn[EventHandler:OpenMediaLoggedIn] ServiceMethod = "MCR Session manager.OnLogin" ServiceParam.TenantId = "{TenantId}" ServiceParam.AgentId = "{@AgentID}" DeviceEvent = "OpenMediaLoggedIn" Profile = "Gplus Universal Profile" Order = "0" 6.6.2 OpenMediaRestored
[EventHandler:OpenMediaRestored]
Filter.MediaType = "email"
ServiceMethod = "MCR Activity manager.UpdateActivityStatus"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.OperationType = "Accepted"
Comments = ""
DeviceEvent = "OpenMediaRestored"
Profile = "Gplus Universal Profile"
Response = "OnOpenMediaRestored"
Order = "10"
[EventResponse:OnOpenMediaRestored]
Log = "UpdateWorkTrackingObj"
OpenView = "MCR dummy 2"
Comments = ""
6.6.3 OpenMediaRestoredChat
[EventHandler:OpenMediaRestoredChat]
Filter.MediaType = "chat"
ServiceMethod = "Genesys Chat.Chat Accepted"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.UserData = "{UserData}"
Comments = ""
DeviceEvent = "OpenMediaRestored"
Profile = "Gplus Universal Profile"
Response = "OnOpenMediaRestored"
Order = "20"
6.6.4 OpenMediaSubmitted[EventHandler:OpenMediaSubmitted] Comments = "" DeviceEvent = "OpenMediaSubmitted" Profile = "Gplus Universal Profile" Response = "OnOpenMediaSubmitted" Order = "10" [EventResponse:OnOpenMediaSubmitted] Log = "OnOpenMediaSubmitted_Log" Comments = "" [EventLog:OnOpenMediaSubmitted_Log] WorkTrackingObj.ItxID = "{InteractionId}" WorkTrackingObj.ItxType = "{InteractionType}" WorkTrackingObj.ParentItxID = "{ParentId}" WorkTrackingObj.MediaType = "{MediaType}" Comments = "" 6.6.5 OpenMediaCommandStatus[EventHandler:OpenMediaCommandStatus] ServiceMethod = "MCR Session manager.ProcessCmdStatusChange" ServiceParam.Commands = "{Commands}" Comments = "" DeviceEvent = "OpenMediaCommandStatus" Profile = "Gplus Universal Profile" Response = "" Order = "0" 6.6.6 OpenMediaSelected[EventHandler:OpenMediaSelected] ServiceMethod = "MCR Session manager.UpdateSelectedItemInfo" ServiceParam.InteractionId = "{InteractionId}" ServiceParam.InteractionType = "{InteractionType}" ServiceParam.MediaType = "{MediaType}" ServiceParam.ParentInteractionId = "{ParentId}" ServiceParam.UserData = "{UserData}" Comments = "" DeviceEvent = "OpenMediaSelected" Profile = "Gplus Universal Profile" Order = "0" 6.6.7 OpenMediaDeselected[EventHandler:OpenMediaDeselected] Comments = "" ServiceMethod = "MCR Session manager.ClearSelectedItemInfo" ServiceParam.InteractionId = "{InteractionId}" DeviceEvent = "OpenMediaDeselected" Profile = "Gplus Universal Profile" Order = "0" 6.6.8 OpenMediaInvited
[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 Universal Profile"
Response = "OnEventInvited"
Order = "0"
[EventResponse:OnEventInvited]
Log = "UpdateWorkTrackingObj"
Comments = ""
[EventLog:UpdateWorkTrackingObj]
WorkTrackingObj.ItxID = "{InteractionId}"
WorkTrackingObj.ItxType = "{InteractionType}"
WorkTrackingObj.ParentItxID = "{ParentId}"
WorkTrackingObj.MediaType = "{MediaType}"
Comments = ""
6.6.9 OpenMediaInvitedChat[EventHandler:OpenMediaInvitedChat] Filter.MediaType = "chat" Comments = "" DeviceEvent = "OpenMediaInvited" Profile = "Gplus Universal Profile" Response = "OnEventChatInvited" Order = "20" ServiceMethod = "Genesys Chat.Join Chat" ServiceParam.InteractionId = "{InteractionId}" ServiceParam.InteractionType = "{InteractionType}" ServiceParam.UserData = "{UserData}" ServiceParam.SubmittedAt = "{SubmittedAt}" [EventResponse:OnEventChatInvited] Log = "UpdateWorkTrackingObjChat" Comments = "" [EventLog:UpdateWorkTrackingObjChat] WorkTrackingObj.ItxID = "{InteractionId}" WorkTrackingObj.ItxType = "{InteractionType}" WorkTrackingObj.MediaType = "{MediaType}" 6.6.10 OpenMediaAcceptedEmail
[EventHandler:OpenMediaAcceptedEmail]
Filter.MediaType = "email"
Comments = ""
ServiceMethod = "MCR Activity manager.UpdateActivityStatus"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.OperationType = "Accepted"
DeviceEvent = "OpenMediaAccepted"
Profile = "Gplus Universal Profile"
Response = "OpenSiebelEmailView"
Order = "5"
6.6.11 OpenMediaReleased
[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 Universal Profile"
Order = "5"
6.6.12 OpenMediaPulled[EventHandler:OpenMediaPulled] FilterSpec = "MediaType = 'email'" 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 Universal Profile" Response = "OnOpenMediaPulled" Order = "5" [EventResponse:OnOpenMediaPulled] ServiceMethod = "MCR Activity manager.UpdateActivityStatus" ServiceParam.InteractionId = "{InteractionId}" ServiceParam.InteractionType = "{InteractionType}" ServiceParam.OperationType = "Opened" Log = "UpdateWorkTrackingObj" Comments = "" 6.7 New Commands6.7.1 LogoutFromOpenMedia_Pre
[Command:LogoutFromOpenMedia_Pre]
Profile = "Gplus Universal Profile"
ServiceMethod = "MCR Session manager.PreLogout"
Hidden = "TRUE"
Description = "Actions before Logout from Multimedia"
6.7.2 LogoutFromOpenMedia_DM
[Command:LogoutFromOpenMedia_DM]
DeviceCommand = "OpenMediaLogout"
Profile = "Gplus Universal Profile"
Comments = ""
Hidden = "TRUE"
; CmdData = "ReasonCodePopup"
6.7.3 PreferenceLogoutOpenMedia_DM
[Command:PreferenceLogoutOpenMedia_DM]
DeviceCommand = "OpenMediaLogout"
Hidden = "TRUE"
Description = "Logout from Multimedia"
CmdData = ""
Profile = "Gplus Universal Profile"
6.7.4 SendOutboundReply_DM
[Command:SendOutboundReply_DM]
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = "SendOutboundReplyCmdData"
Hidden = "TRUE"
[CmdData:SendOutboundReplyCmdData]
Param.Subject = "{Subject}"
Param.To = "{To}"
Param.FromAddress = "{FromAddress}"
Param.CcAddresses = "{CcAddresses}"
Param.BccAddresses = "{BccAddresses}"
Param.Queue = "{SubmitQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = ""
6.7.5 SendOutboundNew_DM
[Command:SendOutboundNew_DM]
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = "SendOutboundNewCmdData"
Hidden = "TRUE"
[CmdData:SendOutboundNewCmdData]
Param.Subject = "{Subject}"
Param.To = "{To}"
Param.FromAddress = "{FromAddress}"
Param.CcAddresses = "{CcAddresses}"
Param.BccAddresses = "{BccAddresses}"
Param.Queue = "{SubmitQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = ""
6.7.6 MarkDone_DM
[Command:MarkDone_DM]
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = "MarkDoneCmdData"
Hidden = "TRUE"
[CmdData:MarkDoneCmdData]
Param.Queue = "{MarkDoneQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.ChatAfterAction = "FORCE_CLOSE"
Comments = ""
6.7.7 Reply_DM
[Command:Reply_DM]
DeviceCommand = "OpenMediaReply"
Comments = ""
Profile = "Gplus Universal Profile"
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 = ""
6.7.8 OpenMediaPullInteractionByIdAndView
[Command:OpenMediaPullInteractionByIdAndView]
Description = "Pull interaction by id"
DeviceCommand = "OpenMediaPullInteractionById"
Comments = ""
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
CmdData = "OpenMediaPullInteractionByIdAndViewCmdData"
[CmdData:OpenMediaPullInteractionByIdAndViewCmdData]
Param.InteractionId = "{InteractionId}"
Param.ViewId = "{ViewId}"
Comments = ""
6.7.9 OpenMediaPlaceInWorkbin_DM
[Command:OpenMediaPlaceInWorkbin_DM]
Description = "Put interaction in workbin"
DeviceCommand = "OpenMediaPlaceInWorkbin"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = "OpenMediaPlaceInWorkbinCmdData"
Hidden = "TRUE"
[CmdData:OpenMediaPlaceInWorkbinCmdData]
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Param.Workbin = "[Value]"
Param.WorkbinAgentGroupId = ""
Param.WorkbinAgentId = "{@AgentID}"
Param.WorkbinPlaceGroupId = ""
Param.WorkbinPlaceId = ""
SelectApplet = "MCR Workbin Names Value List"
SelectBusComp = "List Of Values"
SelectBusObj = "MCR Agent Workbin Content"
SelectParam = "TRUE"
Comments = ""
6.7.10 OpenMediaTransferToAgentDo_DM
[Command:OpenMediaTransferToAgentDo_DM]
Description = "Transfer interaction to another agent (device cmd)"
DeviceCommand = "OpenMediaTransfer"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = "OpenMediaTransferToAgentDoCmdData"
Hidden = "TRUE"
[CmdData:OpenMediaTransferToAgentDoCmdData]
Param.TrackingID = "{TrackingID}"
Param.WorkbinAgentId = "{WorkbinAgentId}"
Comments = ""
6.7.11 OpenMediaTransferToQueueDo_DM
[Command:OpenMediaTransferToQueueDo_DM]
Description = "Transfer Interaction to Queue (device cmd)"
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = "OpenMediaTransferToQueueDoCmdData"
Hidden = "TRUE"
[CmdData:OpenMediaTransferToQueueDoCmdData]
Param.TrackingID = "{TrackingID}"
Param.Queue = "{Queue}"
Comments = ""
6.7.12 OpenMediaSetDeliveredMark
[Command:OpenMediaSetDeliveredMark]
DeviceCommand = "OpenMediaChangeProperties"
Comments = "Mark an interaction as delivered"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
CmdData = "OpenMediaSetDeliveredMarkCmdData"
[CmdData:OpenMediaSetDeliveredMarkCmdData]
Param.AgentProcessing = "yes"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
6.7.13 OpenMediaClearDeliveredMark
[Command:OpenMediaClearDeliveredMark]
DeviceCommand = "OpenMediaChangeProperties"
Comments = "Clear delivered mark of interaction"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
CmdData = "OpenMediaClearDeliveredMarkCmdData"
[CmdData:OpenMediaClearDeliveredMarkCmdData]
Param.AgentProcessing = "no"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
6.7.14 OpenMediaClearDeliveredMark2
[Command:OpenMediaClearDeliveredMark2]
DeviceCommand = "OpenMediaChangeProperties"
Comments = "Clear delivered mark of interaction"
Hidden = "TRUE"
Profile = "Gplus Universal Profile"
CmdData = "OpenMediaClearDeliveredMarkCmdData2"
[CmdData:OpenMediaClearDeliveredMarkCmdData2]
Param.AgentProcessing = "no"
Param.TrackingID = "{TrackingID}"
6.7.15 OpenMediaLeave_DM
[Command:OpenMediaLeave_DM]
Description = "Leave Multimedia Interaction"
Title = "Leave Multimedia Interaction"
DeviceCommand = "OpenMediaLeave"
Hidden = "True"
Profile = "Gplus Universal Profile"
CmdData = "OpenMediaLeaveCmdData"
[CmdData:OpenMediaLeaveCmdData]
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
6.8 New Events6.8.1 OpenMediaLoggedOut
[EventHandler:OpenMediaLoggedOut]
ServiceMethod = "MCR Session manager.OnLogout"
DeviceEvent = "OpenMediaLoggedOut"
Profile = "Gplus Universal Profile"
Order = "0"
6.8.2 OpenMediaRestored_Pre
[EventHandler:OpenMediaRestored_Pre]
FilterSpec = "NOT MediaType = 'chat' AND NOT MediaType = 'outboundpreview'"
ServiceMethod = "MCR Session manager.OnAccepted"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.MarkDelivered = "yes"
ServiceParam.UserData = "{UserData}"
DeviceEvent = "OpenMediaRestored"
Profile = "Gplus Universal Profile"
Order = "0"
6.8.3 OpenMediaSubmitted_Pre
[EventHandler:OpenMediaSubmitted_Pre]
FilterSpec = "NOT MediaType = 'chat' AND NOT MediaType = 'outboundpreview'"
ServiceMethod = "MCR Session manager.OnAccepted"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.MarkDelivered = "no"
ServiceParam.UserData = "{UserData}"
DeviceEvent = "OpenMediaSubmitted"
Profile = "Gplus Universal Profile"
Order = "0"
6.8.4 OpenMediaInService
[EventHandler:OpenMediaInService]
ServiceMethod = "MCR Session manager.OnInService"
Comments = ""
DeviceEvent = "OpenMediaInService"
Profile = "Gplus Universal Profile"
Order = "0"
6.8.5 OpenMediaInServiceNotify
[EventHandler:OpenMediaInServiceNotify]
ServiceMethod = "Communications Client.ShowStatusText"
ServiceParam.Text = "OpenMedia is In Service."
Comments = ""
DeviceEvent = "OpenMediaInService"
Profile = "Gplus Universal Profile"
Order = "10"
6.8.6 OpenMediaOutOfService
[EventHandler:OpenMediaOutOfService]
ServiceMethod = "MCR Session manager.OnOutOfService"
Comments = ""
DeviceEvent = "OpenMediaOutOfService"
Profile = "Gplus Universal Profile"
Response = ""
Order = "0"
6.8.7 OpenMediaOutOfServiceNotify
[EventHandler:OpenMediaOutOfServiceNotify]
ServiceMethod = "Communications Client.ShowStatusText"
ServiceParam.Text = "OpenMedia is Out of Service."
Comments = ""
DeviceEvent = "OpenMediaOutOfService"
Profile = "Gplus Universal Profile"
Order = "10"
6.8.8 GCSInServiceNotify
[EventHandler:GCSInServiceNotify]
ServiceMethod = "Communications Client.ShowStatusText"
ServiceParam.Text = "Genesys Communication Server is In Service."
Comments = ""
DeviceEvent = "GCSInService"
Profile = "Gplus Universal Profile"
Order = "10"
6.8.9 GCSOutOfService
[EventHandler:GCSOutOfService]
ServiceMethod = "MCR Session manager.OnOutOfService"
Comments = ""
DeviceEvent = "GCSOutOfService"
Profile = "Gplus Universal Profile"
Order = "0"
6.8.10 GCSOutOfServiceNotify
[EventHandler:GCSOutOfServiceNotify]
ServiceMethod = "Communications Client.ShowStatusText"
ServiceParam.Text = "Genesys Communication Server is Out of Service."
Comments = ""
DeviceEvent = "GCSOutOfService"
Profile = "Gplus Universal Profile"
Order = "10"
6.8.11 GCSOutOfServiceOpenView
[EventHandler:GCSOutOfServiceOpenView]
Comments = ""
DeviceEvent = "GCSOutOfService"
Profile = "Gplus Universal Profile"
Response = "OpenSiebelEmailView"
Order = "10"
6.8.12 OpenMediaSelectedEmail_
[EventHandler:OpenMediaSelectedEmail_]
Filter.MediaType = "email"
ServiceMethod = "MCR Activity manager.UpdateSelectedItemInfo"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.InteractionType = "{InteractionType}"
ServiceParam.MediaType = "{MediaType}"
ServiceParam.ParentInteractionId = "{ParentId}"
ServiceParam.UserData = "{UserData}"
Comments = ""
DeviceEvent = "OpenMediaSelected"
Profile = "Gplus Universal Profile"
Order = "1"
6.8.13 OpenMediaDeselectedEmail_
[EventHandler:OpenMediaDeselectedEmail_]
FilterSpec = "MediaType = 'email'"
Comments = ""
ServiceMethod = "MCR Activity manager.ClearSelectedItemInfo"
ServiceParam.InteractionId = "{InteractionId}"
DeviceEvent = "OpenMediaDeselected"
Profile = "Gplus Universal Profile"
Order = "1"
6.8.14 OpenMediaAccepted_Pre
[EventHandler:OpenMediaAccepted_Pre]
FilterSpec = "NOT MediaType = 'chat' AND NOT MediaType = 'outboundpreview'"
Comments = ""
ServiceMethod = "MCR Session manager.OnAccepted"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.MarkDelivered = "yes"
ServiceParam.UserData = "{UserData}"
DeviceEvent = "OpenMediaAccepted"
Profile = "Gplus Universal Profile"
Order = "0"
6.8.15 OpenMediaReleased_Pre
[EventHandler:OpenMediaReleased_Pre]
FilterSpec = "NOT MediaType = 'chat' AND NOT MediaType = 'outboundpreview'"
ServiceMethod = "MCR Session manager.OnReleased"
ServiceParam.InteractionId = "{InteractionId}"
DeviceEvent = "OpenMediaReleased"
Profile = "Gplus Universal Profile"
Order = "0"
6.8.16 OpenMediaPulled_Pre
[EventHandler:OpenMediaPulled_Pre]
FilterSpec = "NOT MediaType = 'chat' AND NOT MediaType = 'outboundpreview'"
ServiceMethod = "MCR Session manager.OnAccepted"
ServiceParam.InteractionId = "{InteractionId}"
ServiceParam.MarkDelivered = "yes"
ServiceParam.UserData = "{UserData}"
Comments = ""
DeviceEvent = "OpenMediaPulled"
Profile = "Gplus Universal Profile"
Response = "OnOpenMediaPulled"
Order = "0"
6.9 Deleted Commands6.10 Deleted Events6.10.1 OpenSiebelEmailView1
[EventResponse:OpenSiebelEmailView1]
SingleView = "MCR dummy 2"
Comments = ""
7 Media Routing Component7.1 Commands Where only the Profile Attribute is Added
The 7.2 Commands Where only the Profile Attribute is Changed
The
7.3 Events Where only the Profile Attribute is Added
The 7.4 Events Where only the Profile Attribute is Changed
The
7.5 Changes in Commands7.5.1 ReadyForSEmailGroup[Command:ReadyForSEmailGroup] Title = "Ready For Siebel E-mail" FilterSpec = "[$GetCommandStatus(@SiebelEmail@OpenMediaReady)] = 'Enabled'" Hidden = "False" DeviceCommand = "@SiebelEmail@OpenMediaReady" Description = "Set ready for Siebel E-mail" Profile = "Gplus Universal Profile" MenuPosition = "21.4" 7.5.2 NotReadyForSEmailGroup[Command:NotReadyForSEmailGroup] Title = "Not Ready For Siebel E-mail" FilterSpec = "[$GetCommandStatus(@SiebelEmail@OpenMediaNotReady)] = 'Enabled'" Hidden = "False" DeviceCommand = "@SiebelEmail@OpenMediaNotReady" Description = "Set not ready for Siebel E-mail" Profile = "Gplus Universal Profile" CmdData = "NotReadyWithPopup" MenuPosition = "22.4" 7.5.3 MarkDoneMR[Command:MarkDoneMR] Comments = "" Profile = "Gplus Universal Profile" Hidden = "TRUE" ExecuteAll = "TRUE" SubCommand_10 = "OpenMediaClearDeliveredMark" SubCommand_20 = "MarkDoneMR_DM" DeviceCommand = "OpenMediaPlaceInQueue" CmdData = "MarkDoneCmdMR" [CmdData:MarkDoneCmdMR] Param.Queue = "{MarkDoneQueue}" Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}" Comments = "" 7.5.4 PullbyThirdPartyIdMR[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 Universal Profile" Comments = "" CmdData = "PullbyThirdPartyCmdMR" [CmdData:PullbyThirdPartyCmdMR] RequiredField.Id = "?*" ServiceParam.BusComp = "Action" ServiceParam.BusObject = "Action" ServiceParam.InteractionField = "Call Id" ServiceParam.ThirdPartyId = "{Id}" ServiceParam.RecIdField = "Id" Comments = "" 7.5.5 StopbyInteractionIdMR[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 = "GplusMediaRouteIXN.StopWorkItem" Profile = "Gplus Universal Profile" CmdData = "StopbyInteractionCmdMR" [CmdData:StopbyInteractionCmdMR] RequiredField.Call Id = "?*" ServiceParam.BackupGCSConnectionSubsystem = "GplusCommServerPrimary" ServiceParam.PrimaryGCSConnectionSubsystem = "GplusCommServerPrimary" ServiceParam.BackupGOMSConnectionSubsystem = "GplusOpenMediaServerBackup" ServiceParam.PrimaryGOMSConnectionSubsystem = "GplusOpenMediaServerPrimary" ServiceParam.BusComp = "Action" ServiceParam.BusObject = "Action" ServiceParam.InteractionField = "Call Id" ServiceParam.InteractionId = "{Call Id}" ServiceParam.Status = "Cancelled" ServiceParam.StatusField = "Status" ServiceParam.SuccessStatus = "Cancelled" ServiceParam.FailedStatus = "" ServiceParam.RecIdField = "Id" ServiceParam.ThirdPartyId = "{Id}" 7.5.6 StopbyThirdPartyIdMR[Command:StopbyThirdPartyIdMR] Description = "Stop Siebel Email by Activity Id" Title = "Stop Siebel Email by Activity Id" Hidden = "True" ServiceMethod = "GplusMediaRouteIXN.StopWorkItem" AllViews = "False" View = "Activity Detail View" View = "Communication Detail - Response View" Profile = "Gplus Universal Profile" CmdData = "StopbyThirdPartyIdCmdMR" [CmdData:StopbyThirdPartyIdCmdMR] RequiredField.Id = "?*" ServiceParam.BackupGCSConnectionSubsystem = "GplusCommServerPrimary" ServiceParam.PrimaryGCSConnectionSubsystem = "GplusCommServerPrimary" ServiceParam.BackupGOMSConnectionSubsystem = "GplusOpenMediaServerBackup" ServiceParam.PrimaryGOMSConnectionSubsystem = "GplusOpenMediaServerPrimary" ServiceParam.BusComp = "Action" ServiceParam.BusObject = "Action" ServiceParam.InteractionField = "Call Id" ServiceParam.Status = "Cancelled" ServiceParam.StatusField = "Status" ServiceParam.SuccessStatus = "Cancelled" ServiceParam.FailedStatus = "" ServiceParam.RecIdField = "Id" ServiceParam.ThirdPartyId = "{Id}" 7.5.7 ReleaseSEmail
[Command:ReleaseSEmail]
ServiceMethod = "GplusMediaRoute.MarkWorkItemDone"
CmdData = "ReleaseSEmail"
Hidden = "True"
Description = "Release Siebel Email "
Profile = "Gplus Universal Profile"
FilterSpec = "([@SelectedWorkItem:MediaType] = 'SiebelEmail' OR [@SelectedWorkItem:MediaType] = 'BackgroundEmail')
AND [@SelectedWorkItem:DriverWorkTrackID] IS NOT NULL"
[CmdData:ReleaseSEmail]
ServiceParam.QueueParameterName = "MediaRoutingDoneQueue"
ServiceParam.BusComp = "Action"
ServiceParam.BusObject = "Action"
ServiceParam.InteractionField = "Call Id"
ServiceParam.InteractionId = "{@SelectedWorkItem:DriverWorkTrackID}"
ServiceParam.RecIdField = "Id"
ServiceParam.StatusField = "Status"
ServiceParam.SuccessStatus = "Done"
ServiceParam.FailedStatus = ""
7.5.8 ReadyForSiebelSRGroup;[Command:ReadyForSiebelSRGroup] ; FilterSpec = "[$GetCommandStatus(@ServiceRequest@OpenMediaReady)] = 'Enabled'" ; Hidden = "False" ; DeviceCommand = "@ServiceRequest@OpenMediaReady" ; Title = "Ready for Siebel SR" ; Description = "Set Ready for ServiceRequest media type" ; Profile = "Gplus Universal Profile" ; MenuPosition = "21.5" 7.5.9 SendRouteSR;[Command:SendRouteSR] ; Description = "Route Service Request" ; Title = "Route Service Request" ; ServiceMethod = "GplusMediaRouteIXN.route" ; Comments = "Send route request to route Siebel ServiceRequest" ; Hidden = "False" ; AllViews = "False" ; View = "Personal Service Request List View" ; View = "All Service Request List View" ; View = "Service Request Detail View" ; Profile = "Gplus Universal Profile" ; CmdData = "SendRouteCmdSR" ; MenuPosition = "30.1" ; [CmdData:SendRouteCmdSR] ; RequiredField.SR Number = "?*" ; ServiceParam.Subject = "{Abstract}" ; ServiceParam.PrimaryGCSConnectionSubsystem = "GplusCommServerPrimary" ; ServiceParam.BackupGCSConnectionSubsystem = "GplusCommServerPrimary" ; ServiceParam.PrimaryGOMSConnectionSubsystem = "GplusOpenMediaServerPrimary" ; ServiceParam.BackupGOMSConnectionSubsystem = "GplusOpenMediaServerBackup" ; ServiceParam.BusComp = "Service Request" ; ServiceParam.BusObject = "Service Request" ; ServiceParam.InteractionField = "Integration Id" ; ServiceParam.RecIdField = "SR Number" ; ServiceParam.RoutingMediaType = "ServiceRequest" ; ServiceParam.SR_Type = "{SR Type}" ; ServiceParam.SubmitQueue = "Siebel Inbound" ; ServiceParam.ThirdPartyId = "{SR Number}" ; ServiceParam.StatusField = "Status" ; ServiceParam.SuccessStatus = "CHANGE_ME" ; ServiceParam.FailedStatus = "CHANGE_ME" ; ServiceParam.SubStatusField = "Sub-Status" ; ServiceParam.SuccessSubStatus = "CHANGE_ME" ; ServiceParam.FailedSubStatus = "CHANGE_ME" ; ServiceParam.RefreshViewAfterUpdate = "Yes" ; Comments = "" 7.5.10 MarkDoneSR;[Command:MarkDoneSR] ; Description = "MarkDone ServiceRequest sample command" ; Hidden = "False" ; ServiceMethod = "GplusMediaRoute.MarkWorkItemDone" ; Profile = "Gplus Universal Profile" ; CmdData = "MarkDoneSRCmdData" ; MenuPosition = "30.2" ; FilterSpec = "[@SelectedWorkItem:MediaType] = 'ServiceRequest'" ; [CmdData:MarkDoneSRCmdData] ; ServiceParam.BusComp = "Service Request" ; ServiceParam.BusObject = "Service Request" ; ServiceParam.InteractionField = "Integration Id" ; ServiceParam.InteractionId = "{@SelectedWorkItem:DriverWorkTrackID}" ; ServiceParam.RecIdField = "SR Number" ; ServiceParam.QueueParameterName = "MediaRoutingDoneQueue" ; ServiceParam.StatusField = "Status" ; ServiceParam.SubStatusField = "Sub-Status" ; ServiceParam.SuccessStatus = "CHANGE_ME" ; ServiceParam.FailedStatus = "CHANGE_ME" ; ServiceParam.SuccessSubStatus = "CHANGE_ME" ; ServiceParam.FailedSubStatus = "CHANGE_ME" 7.5.11 PullbyThirdPartyIdSR;[Command:PullbyThirdPartyIdSR] ; Description = "Pull SR interaction by SR Number" ; Hidden = "False" ; ServiceMethod = "GplusMediaRoute.PullInteraction" ; Title = "Pull ServiceRequest" ; Profile = "Gplus Universal Profile" ; CmdData = "PullbyThirdPartyIdCmdSR" ; MenuPosition = "30.3" ; [CmdData:PullbyThirdPartyIdCmdSR] ; RequiredField.SR Number = "?*" ; ServiceParam.BusComp = "Service Request" ; ServiceParam.BusObject = "Service Request" ; ServiceParam.InteractionField = "Integration Id" ; ServiceParam.ThirdPartyId = "{SR Number}" ; ServiceParam.RecIdField = "SR Number" 7.5.12 StopbyThirdPartyIdSR;[Command:StopbyThirdPartyIdSR] ; Description = "Stop ServiceRequest interaction by SR Number" ; Hidden = "False" ; ServiceMethod = "GplusMediaRouteIXN.StopWorkItem" ; Title = "Stop ServiceRequest" ; Profile = "Gplus Universal Profile" ; CmdData = "StopbyThirdPartyIdCmdSR" ; MenuPosition = "30.4" ; [CmdData:StopbyThirdPartyIdCmdSR] ; RequiredField.SR Number = "?*" ; ServiceParam.BackupGCSConnectionSubsystem = "GplusCommServerPrimary" ; ServiceParam.PrimaryGCSConnectionSubsystem = "GplusCommServerPrimary" ; ServiceParam.BackupGOMSConnectionSubsystem = "GplusOpenMediaServerBackup" ; ServiceParam.PrimaryGOMSConnectionSubsystem = "GplusOpenMediaServerPrimary" ; ServiceParam.BusComp = "Service Request" ; ServiceParam.BusObject = "Service Request" ; ServiceParam.InteractionField = "Integration Id" ; ServiceParam.ThirdPartyId = "{SR Number}" ; ServiceParam.RecIdField = "SR Number" ; ServiceParam.StatusField = "Status" ; ServiceParam.SuccessStatus = "CHANGE_ME" ; ServiceParam.FailedStatus = "CHANGE_ME" ; ServiceParam.SubStatusField = "Sub-Status" ; ServiceParam.SuccessSubStatus = "CHANGE_ME" ; ServiceParam.FailedSubStatus = "CHANGE_ME" 7.5.13 SendRouteSO;[Command:SendRouteSO] ; Description = "Route Service Orders" ; Title = "Route Service Orders" ; Comments = "Send route request to route Siebel ServiceOrders" ; AllViews = "False" ; Hidden = "False" ; ServiceMethod = "GplusMediaRouteIXN.route" ; View = "Order Entry - My Orders View" ; View = "Order Entry - All Orders View" ; Profile = "Gplus Universal Profile" ; CmdData = "SendRouteCmdSO" ; MenuPosition = "40.1" ; [CmdData:SendRouteCmdSO] ; RequiredField.Order Number = "?*" ; ServiceParam.BackupGCSConnectionSubsystem = "GplusCommServerPrimary" ; ServiceParam.PrimaryGCSConnectionSubsystem = "GplusCommServerPrimary" ; ServiceParam.BackupGOMSConnectionSubsystem = "GplusOpenMediaServerBackup" ; ServiceParam.PrimaryGOMSConnectionSubsystem = "GplusOpenMediaServerPrimary" ; ServiceParam.RoutingMediaType = "ServiceOrder" ; ServiceParam.Subject = "{Order Type} {Order Number} {Order Priority} {Status}" ; ServiceParam.SubmitQueue = "CHANGE_ME" ; ServiceParam.ThirdPartyId = "{Order Number}" ; ServiceParam.StatusField = "Status" ; ServiceParam.SuccessStatus = "CHANGE_ME" ; ServiceParam.FailedStatus = "CHANGE_ME" ; ServiceParam.BusObject = "Order Entry" ; ServiceParam.BusComp = "Order Entry - Orders" ; ServiceParam.RecIdField = "Order Number" ; ServiceParam.InteractionField = "Integration Id" ; ServiceParam.RefreshViewAfterUpdate = "Yes" 7.5.14 MarkDoneSO;[Command:MarkDoneSO] ; Description = "MarkDone ServiceOrder sample command" ; Hidden = "False" ; CmdData = "MarkDoneCmdSO" ; ServiceMethod = "GplusMediaRoute.MarkWorkItemDone" ; Profile = "Gplus Universal Profile" ; MenuPosition = "40.2" ; FilterSpec = "[@SelectedWorkItem:MediaType] = 'ServiceOrder'" ; [CmdData:MarkDoneCmdSO] ; ServiceParam.BusObject = "Order Entry" ; ServiceParam.BusComp = "Order Entry - Orders" ; ServiceParam.RecIdField = "Order Number" ; ServiceParam.InteractionField = "Integration Id" ; ServiceParam.InteractionId = "{@SelectedWorkItem:DriverWorkTrackID}" ; ServiceParam.QueueName = "__STOP__" ; ServiceParam.StatusField = "Status" ; ServiceParam.SuccessStatus = "CHANGE_ME" ; ServiceParam.FailedStatus = "CHANGE_ME" 7.6 Changes in Events7.6.1 OpenMediaInvitedMR[EventHandler:OpenMediaInvitedMR] FilterSpec = "NOT MediaType = 'email' AND NOT MediaType = 'chat' AND NOT MediaType = 'outboundpreview'" DeviceEvent = "OpenMediaInvited" Profile = "Gplus Universal Profile" Response = "OnEventInvitedMR" Order = "10" [EventResponse:OnEventInvitedMR] Log = "UpdateWorkTrackingObjMR" [EventLog:UpdateWorkTrackingObjMR] WorkTrackingObj.ItxID = "{InteractionId}" WorkTrackingObj.ItxType = "{InteractionType}" WorkTrackingObj.MediaType = "{MediaType}" 7.6.2 OpenMediaAcceptedMR[EventHandler:OpenMediaAcceptedMR] Filter.ThirdPartyId = "?*" FilterSpec = "MediaType = 'SiebelEmail' OR MediaType = 'BackgroundEmail'" DeviceEvent = "OpenMediaAccepted" Profile = "Gplus Universal Profile" Response = "EventResponseAcceptMR" Order = "10" [EventResponse:EventResponseAcceptMR] QueryBusComp = "Action" QueryBusObj = "Action" Log = "EventLogAcceptMR" [EventLog:EventLogAcceptMR] WorkTrackingObj.MediaType = "{MediaType}" BusComp = "Action" BusObj = "Action" LogField.Primary Owned By = "{@UserName}" LogField.Status = "Not Started" QuerySpec = "Id='{ThirdPartyId}'" 7.6.3 OpenMediaPulledMR[EventHandler:OpenMediaPulledMR] Filter.ThirdPartyId = "?*" FilterSpec = "MediaType = 'SiebelEmail' OR MediaType = 'BackgroundEmail'" DeviceEvent = "OpenMediaPulled" Profile = "Gplus Universal Profile" Response = "OnOpenMediaPulledMR" Order = "10" [EventResponse:OnOpenMediaPulledMR] QueryBusComp = "Action" QueryBusObj = "Action" Log = "EventLogPulledMR" [EventLog:EventLogPulledMR] WorkTrackingObj.MediaType = "{MediaType}" BusComp = "Action" BusObj = "Action" LogField.Primary Owned By = "{@UserName}" LogField.Status = "Not Started" QuerySpec = "Id='{ThirdPartyId}'" 7.6.4 OpenMediaAcceptedSR;[EventHandler:OpenMediaAcceptedSR] ; Filter.ThirdPartyId = "?*" ; Filter.MediaType = "ServiceRequest" ; DeviceEvent = "OpenMediaAccepted" ; Profile = "Gplus Universal Profile" ; Response = "EventResponseAcceptSR" ; Order = "50" ; [EventResponse:EventResponseAcceptSR] ; QueryBusComp = "Service Request" ; QueryBusObj = "Service Request" ; Log = "EventLogAcceptSR" ; [EventLog:EventLogAcceptSR] ; BusComp = "Service Request" ; BusObj = "Service Request" ; LogField.Owner = "{@UserName}" ; LogField.Status = "CHANGE_ME" ; LogField.Sub-Status = "CHANGE_ME" ; QuerySpec = "SR Number='{ThirdPartyId}'" 7.6.5 OpenMediaPulledSR;[EventHandler:OpenMediaPulledSR] ; Filter.ThirdPartyId = "?*" ; Filter.MediaType = "ServiceRequest" ; DeviceEvent = "OpenMediaPulled" ; Profile = "Gplus Universal Profile" ; Response = "OnOpenMediaPulledSR" ; Order = "50" ; [EventResponse:OnOpenMediaPulledSR] ; QueryBusComp = "Service Request" ; QueryBusObj = "Service Request" ; Log = "EventLogAcceptSR" ; [EventLog:EventLogPulledSR] ; BusComp = "Service Request" ; BusObj = "Service Request" ; LogField.Owner = "{@UserName}" ; LogField.Status = "CHANGE_ME" ; LogField.Sub-Status = "CHANGE_ME" ; QuerySpec = "SR Number='{ThirdPartyId}'" 7.6.6 OpenMediaReleasedSR;[EventHandler:OpenMediaReleasedSR] ; Filter.MediaType = "ServiceRequest" ; DeviceEvent = "OpenMediaReleased" ; Profile = "Gplus Universal Profile" ; Response = "OnReleasedSR" ; Order = "50" ; [EventResponse:OnReleasedSR] ; QueryBusComp = "Service Request" ; QueryBusObj = "Service Request" ; OpenView = "Personal Service Request List View" ; Log = "EventLogReleasedSR" ; [EventLog:EventLogReleasedSR] ; BusComp = "Service Request" ; BusObj = "Service Request" ; LogField.Status = "CHANGE_ME" ; LogField.Sub-Status = "CHANGE_ME" ; QuerySpec = "SR Number='{ThirdPartyId}'" 7.6.7 OpenMediaPulledSO;[EventHandler:OpenMediaPulledSO] ; Filter.ThirdPartyId = "?*" ; Filter.MediaType = "ServiceOrder" ; DeviceEvent = "OpenMediaPulled" ; Profile = "Gplus Universal Profile" ; Response = "OnOpenMediaPulledSO" ; Order = "60" ; [EventResponse:OnOpenMediaPulledSO] ; QueryBusComp = "Order Entry - Orders" ; QueryBusObj = "Order Entry" ; Log = "EventLogPulledSO" ; [EventLog:EventLogPulledSO] ; BusComp = "Order Entry - Orders" ; BusObj = "Order Entry" ; LogField.Status = "CHANGE_ME" ; QuerySpec = "Order Number='{ThirdPartyId}'" 7.6.8 OpenMediaReleasedSO; [EventHandler:OpenMediaReleasedSO] ; Filter.MediaType = "ServiceOrder" ; DeviceEvent = "OpenMediaReleased" ; Profile = "Gplus Universal Profile" ; Response = "OnReleasedSO" ; Order = "60" ; [EventResponse:OnReleasedSO] ; QueryBusComp = "Order Entry - Orders" ; QueryBusObj = "Order Entry" ; Comments = "EventResponse samples for Siebel work items routing" ; OpenView = "Order Entry - My Orders View" ; Log = "EventLogReleasedSO" ; [EventLog:EventLogReleasedSO] ; BusComp = "Order Entry - Orders" ; BusObj = "Order Entry" ; LogField.Status = "CHANGE_ME" ; QuerySpec = "Order Number='{ThirdPartyId}'" 7.7 New Commands7.7.1 MarkDoneMR_DM
[Command:MarkDoneMR_DM]
DeviceCommand = "OpenMediaPlaceInQueue"
Comments = ""
Profile = "Gplus Universal Profile"
CmdData = "MarkDoneCmdMR"
Hidden = "TRUE"
[CmdData:MarkDoneCmdMR]
Param.Queue = "{MarkDoneQueue}"
Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
Comments = ""
7.7.2 StopbyThirdPartyIdMR_iWD
;[Command:StopbyThirdPartyIdMR_iWD]
; Description = "Stop Siebel Email by Activity Id"
; Title = "Stop Siebel Email by Activity Id"
; Hidden = "True"
; ServiceMethod = "GplusMediaRouteiWD.cancelTaskByCaptureId"
; AllViews = "False"
; View = "Activity Detail View"
; View = "Communication Detail - Response View"
; Profile = "Gplus Universal Profile"
; CmdData = "StopbyThirdPartyIdCmdMR_iWD"
; [CmdData:StopbyThirdPartyIdCmdMR_iWD]
; RequiredField.Id = "?*"
; ServiceParam.BackupOutboundDispatcherBS = ""
; ServiceParam.PrimaryOutboundDispatcherBS = "CHANGE_ME"
; ServiceParam.BusComp = "Action"
; ServiceParam.BusObject = "Action"
; ServiceParam.InteractionField = "Call Id"
; ServiceParam.StatusField = "Status"
; ServiceParam.SuccessStatus = "Cancelled"
; ServiceParam.FailedStatus = ""
; ServiceParam.RecIdField = "Id"
; ServiceParam.ThirdPartyId = "{Id}"
; ServiceParam.Actor = ""
; ServiceParam.Reason = ""
7.7.3 NotReadyForSiebelSRGroup
;[Command:NotReadyForSiebelSRGroup]
; FilterSpec = "[$GetCommandStatus(@ServiceRequest@OpenMediaNotReady)] = 'Enabled'"
; Hidden = "False"
; DeviceCommand = "@ServiceRequest@OpenMediaNotReady"
; Title = "Not Ready for Siebel SR"
; Description = "Set NotReady for ServiceRequest media type"
; Profile = "Gplus Universal Profile"
; MenuPosition = "22.5"
7.7.4 ServiceRequestGroupInMenu
;[Command:ServiceRequestGroupInMenu]
; Description = "ServiceRequest: Communications submenu"
; Hidden = "FALSE"
; Title = "ServiceRequest"
; MenuPosition = "30"
7.7.5 SendRouteSR_iWD
;[Command:SendRouteSR_iWD]
; Description = "Route Service Request"
; Title = "Route Service Request"
; ServiceMethod = "GplusMediaRouteiWD.createTask"
; Comments = "Send iWD.createTask request to route Siebel ServiceRequest"
; Hidden = "False"
; AllViews = "False"
; View = "Personal Service Request List View"
; View = "All Service Request List View"
; View = "Service Request Detail View"
; Profile = "Gplus Universal Profile"
; CmdData = "SendRouteCmdSR_iWD"
; MenuPosition = "30.1"
; [CmdData:SendRouteCmdSR_iWD]
; RequiredField.SR Number = "?*"
; ServiceParam.Subject = "{Abstract}"
; ServiceParam.PrimaryOutboundDispatcherBS = "CHANGE_ME"
; ServiceParam.BackupOutboundDispatcherBS = ""
; ServiceParam.BusComp = "Service Request"
; ServiceParam.BusObject = "Service Request"
; ServiceParam.InteractionField = "Integration Id"
; ServiceParam.RecIdField = "SR Number"
; ServiceParam.SR_Type = "{SR Type}"
; ServiceParam.ThirdPartyId = "{SR Number}"
; ServiceParam.StatusField = "Status"
; ServiceParam.SuccessStatus = "CHANGE_ME"
; ServiceParam.FailedStatus = "CHANGE_ME"
; ServiceParam.SubStatusField = "Sub-Status"
; ServiceParam.SuccessSubStatus = "CHANGE_ME"
; ServiceParam.FailedSubStatus = "CHANGE_ME"
; ServiceParam.RefreshViewAfterUpdate = "Yes"
; ServiceParam.BusinessValue = "CHANGE_ME"
; ServiceParam.Priority = "CHANGE_ME"
; add any required createTask parameters here
; Comments = ""
7.7.6 StopbyThirdPartyIdSR_iWD
;[Command:StopbyThirdPartyIdSR_iWD]
; Description = "Stop ServiceRequest interaction by SR Number"
; Hidden = "False"
; ServiceMethod = "GplusMediaRouteiWD.cancelTaskByCaptureId"
; Title = "Stop ServiceRequest"
; Profile = "Gplus Universal Profile"
; CmdData = "StopbyThirdPartyIdCmdSR_iWD"
; MenuPosition = "30.4"
; [CmdData:StopbyThirdPartyIdCmdSR_iWD]
; RequiredField.SR Number = "?*"
; ServiceParam.PrimaryOutboundDispatcherBS = "CHANGE_ME"
; ServiceParam.BackupOutboundDispatcherBS = ""
; ServiceParam.BusComp = "Service Request"
; ServiceParam.BusObject = "Service Request"
; ServiceParam.InteractionField = "Integration Id"
; ServiceParam.ThirdPartyId = "{SR Number}"
; ServiceParam.RecIdField = "SR Number"
; ServiceParam.StatusField = "Status"
; ServiceParam.SuccessStatus = "CHANGE_ME"
; ServiceParam.FailedStatus = "CHANGE_ME"
; ServiceParam.SubStatusField = "Sub-Status"
; ServiceParam.SuccessSubStatus = "CHANGE_ME"
; ServiceParam.FailedSubStatus = "CHANGE_ME"
; add any required cancelTaskByCaptureId parameters here
7.7.7 ReadyForSiebelSOGroup
;[Command:ReadyForSiebelSOGroup]
; FilterSpec = "[$GetCommandStatus(@ServiceOrder@OpenMediaReady)] = 'Enabled'"
; Hidden = "False"
; DeviceCommand = "@ServiceOrder@OpenMediaReady"
; Title = "Ready for Siebel SO"
; Description = "Set Ready for ServiceOrder media type"
; Profile = "Gplus Universal Profile"
; MenuPosition = "21.6"
7.7.8 NotReadyForSiebelSOGroup
;[Command:NotReadyForSiebelSOGroup]
; FilterSpec = "[$GetCommandStatus(@ServiceOrder@OpenMediaNotReady)] = 'Enabled'"
; Hidden = "False"
; DeviceCommand = "@ServiceOrder@OpenMediaNotReady"
; Title = "Not Ready for Siebel SO"
; Description = "Set NotReady for ServiceOrder media type"
; Profile = "Gplus Universal Profile"
; MenuPosition = "22.6"
7.7.9 ServiceOrderGroupInMenu
;[Command:ServiceOrderGroupInMenu]
; Description = "ServiceOrder: Communications submenu"
; Hidden = "FALSE"
; Title = "ServiceOrder"
; MenuPosition = "40"
7.7.10 SendRouteSO_iWD
;[Command:SendRouteSO_iWD]
; Description = "Route Service Orders"
; Title = "Route Service Orders"
; Comments = "Send iWD.createTask request to route Siebel ServiceOrders"
; AllViews = "False"
; Hidden = "False"
; ServiceMethod = "GplusMediaRouteiWD.createTask"
; View = "Order Entry - My Orders View"
; View = "Order Entry - All Orders View"
; Profile = "Gplus Universal Profile"
; CmdData = "SendRouteCmdSO_iWD"
; MenuPosition = "40.1"
; [CmdData:SendRouteCmdSO_iWD]
; RequiredField.Order Number = "?*"
; ServiceParam.PrimaryOutboundDispatcherBS = "CHANGE_ME"
; ServiceParam.BackupOutboundDispatcherBS = ""
; ServiceParam.Subject = "{Order Type} {Order Number} {Order Priority} {Status}"
; ServiceParam.ThirdPartyId = "{Order Number}"
; ServiceParam.StatusField = "Status"
; ServiceParam.SuccessStatus = "CHANGE_ME"
; ServiceParam.FailedStatus = "CHANGE_ME"
; ServiceParam.BusObject = "Order Entry"
; ServiceParam.BusComp = "Order Entry - Orders"
; ServiceParam.RecIdField = "Order Number"
; ServiceParam.InteractionField = "Integration Id"
; ServiceParam.RefreshViewAfterUpdate = "Yes"
; ServiceParam.BusinessValue = "CHANGE_ME"
; ServiceParam.Priority = "CHANGE_ME"
; add any required createTask parameters here
7.7.11 PullbyThirdPartyIdSO
;[Command:PullbyThirdPartyIdSO]
; Description = "Pull SO interaction by SO Number"
; Hidden = "False"
; ServiceMethod = "GplusMediaRoute.PullInteraction"
; Title = "Pull ServiceOrder"
; Profile = "Gplus Universal Profile"
; CmdData = "PullbyThirdPartyIdCmdSO"
; MenuPosition = "40.3"
; [CmdData:PullbyThirdPartyIdCmdSO]
; RequiredField.Order Number = "?*"
; ServiceParam.BusComp = "Order Entry - Orders"
; ServiceParam.BusObject = "Order Entry"
; ServiceParam.InteractionField = "Integration Id"
; ServiceParam.ThirdPartyId = "{Order Number}"
; ServiceParam.RecIdField = "Order Number"
7.7.12 StopbyThirdPartyIdSO_iWD
;[Command:StopbyThirdPartyIdSO_iWD]
; Description = "Stop ServiceOrder interaction by SO Number"
; Hidden = "False"
; ServiceMethod = "GplusMediaRouteiWD.cancelTaskByCaptureId"
; Title = "Stop ServiceOrder"
; Profile = "Gplus Universal Profile"
; CmdData = "StopbyThirdPartyIdCmdSO_iWD"
; MenuPosition = "40.4"
; [CmdData:StopbyThirdPartyIdCmdSO_iWD]
; RequiredField.Order Number = "?*"
; ServiceParam.PrimaryOutboundDispatcherBS = "CHANGE_ME"
; ServiceParam.BackupOutboundDispatcherBS = ""
; ServiceParam.BusComp = "Order Entry - Orders"
; ServiceParam.BusObject = "Order Entry"
; ServiceParam.InteractionField = "Integration Id"
; ServiceParam.ThirdPartyId = "{Order Number}"
; ServiceParam.RecIdField = "Order Number"
; ServiceParam.StatusField = "Status"
; ServiceParam.SuccessStatus = "CHANGE_ME"
; ServiceParam.FailedStatus = "CHANGE_ME"
; add any required cancelTaskByCaptureId parameters here
7.7.13 StopbyThirdPartyIdSO
;[Command:StopbyThirdPartyIdSO]
; Description = "Stop ServiceOrder interaction by SO Number"
; Hidden = "False"
; ServiceMethod = "GplusMediaRouteIXN.StopWorkItem"
; Title = "Stop ServiceOrder"
; Profile = "Gplus Universal Profile"
; CmdData = "StopbyThirdPartyIdCmdSO"
; MenuPosition = "40.4"
; [CmdData:StopbyThirdPartyIdCmdSO]
; RequiredField.Order Number = "?*"
; ServiceParam.BackupGOMSConnectionSubsystem = "GplusOpenMediaServerBackup"
; ServiceParam.PrimaryGOMSConnectionSubsystem = "GplusOpenMediaServerPrimary"
; ServiceParam.BusComp = "Order Entry - Orders"
; ServiceParam.BusObject = "Order Entry"
; ServiceParam.InteractionField = "Integration Id"
; ServiceParam.ThirdPartyId = "{Order Number}"
; ServiceParam.RecIdField = "Order Number"
; ServiceParam.StatusField = "Status"
; ServiceParam.SuccessStatus = "CHANGE_ME"
; ServiceParam.FailedStatus = "CHANGE_ME"
7.8 New Events7.8.1 OpenMediaAcceptedSO
;[EventHandler:OpenMediaAcceptedSO]
; Filter.ThirdPartyId = "?*"
; Filter.MediaType = "ServiceOrder"
; DeviceEvent = "OpenMediaAccepted"
; Profile = "Gplus Universal Profile"
; Response = "EventResponseAcceptSO"
; Order = "60"
; [EventResponse:EventResponseAcceptSO]
; QueryBusComp = "Order Entry - Orders"
; QueryBusObj = "Order Entry"
; Log = "EventLogAcceptSO"
; [EventLog:EventLogAcceptSO]
; BusComp = "Order Entry - Orders"
; BusObj = "Order Entry"
; LogField.Owner = "{@UserName}"
; LogField.Status = "CHANGE_ME"
; QuerySpec = "Order Number='{ThirdPartyId}'"
7.9 Deleted Commands7.9.1 MarkWorkItemDone
[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"
7.9.2 MarkDone-SR
; [Command:MarkDone-SR]
; Description = "MarkDone ServiceRequest sample command"
; Hidden = "True"
; ServiceMethod = "GplusMediaRoute.MarkDone ServiceRequest"
; Profile = "Gplus OpenMedia"
; [Command:MarkDone-SO]
; Hidden = "True"
; ServiceMethod = "GplusMediaRoute.MarkDone ServiceOrder"
; Profile = "Gplus OpenMedia"
7.9.3 ReRouteSE
;[Command:ReRouteSE]
; Description = "Reroute Siebel Email"
; Title = "Reroute Siebel Email"
; Hidden = "False"
; ServiceMethod = "GplusMediaRoute.route"
; Profile = "Gplus OpenMedia"
; CmdData = "RerouteCmdSE"
; [CmdData:RerouteCmdSE]
; RequiredField.Call Id = "?*"
; ServiceParam.BackupGCSConnectionSubsystem = "GplusCommServerPrimary"
; ServiceParam.ThirdPartyId = "{Id}"
; ServiceParam.SubmitQueue = "CHANGE_ME"
; ServiceParam.RoutingMediaType = "SiebelEmail"
; ServiceParam.InteractionSubtype = "InboundNew"
; ServiceParam.InteractionType = "Inbound"
; ServiceParam.PrimaryGCSConnectionSubsystem = "GplusCommServerPrimary"
7.9.4 NotReadyForSiebelSR
;[Command:NotReadyForSiebelSR]
; FilterSpec = "[$GetCommandStatus(@ServiceRequest@OpenMediaNotReady)] = 'Enabled'"
; Hidden = "True"
; DeviceCommand = "@ServiceRequest@OpenMediaNotReady"
; Title = "Set NotReady for ServiceRequest Media Type"
; Description = "Set NotReady for ServiceRequest media type"
; Profile = "Gplus OpenMedia"
7.10 Deleted Events |
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Additional InformationAdditional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.
Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files. Document version: 80gp_supp_slcrm_02-2011_8.0.001.00 |