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Change Activity Owner When A Call Is Transfered Between Siebel Users Using CTI Toolbar (Doc ID 2677994.1)

Last updated on JUNE 08, 2020

Applies to:

Siebel CRM - Version 7.5.2 [16008] and later
Information in this document applies to any platform.

Goal

Customer is using Siebel CTI Toolbar with Genesys CTI Driver for Siebel.

The standard Communications Configuration (.def file) does not change the activity owner set when the inbound call is transfer and answered by a second Siebel User.

There is the scenario:

A) Siebel User A login to Siebel with CTI Toolbar.

B) A incoming call is received by Siebel User A, as part of the Communications Configuration an activity is automatically created by the Event Log type Call - Inbound and activity owner is set to Siebel User A.

C) Siebel User A blind transfer the call to  Siebel User B

D) When Siebel User B answers the transfer call the activity owner is not change to Siebel User B. If fact start Communications Configuration only transfer the screen but does not do anything related to the activity.

Customer business requirement is to change the owner of a Call - Inbound activity created using Siebel CTI Event Log when the call is transfer from Siebel User A to Siebel user B.
 

Solution

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In this Document
Goal
Solution


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