What drives the behavior of the Work Item List and where does it get the message that it (Doc ID 477822.1)

Last updated on DECEMBER 19, 2016

Applies to:

Siebel CTI - Version 7.0.4 [14068] to 8.1.1 [21112] [Release V7 to V8]
Information in this document applies to any platform.
***Checked for Relevance 23-Aug-2013***

Goal

Work item list - A dropdown list to display each work item description. The length is limited to the value defined in Siebel Tool (Toolbar --> Toolbar Item -->Work Item List item. The length is restricted by the value of Width attribute)

The CTI Driver can set the work item description using IndicateNewWorkItem(), WorkItemStarted() and UpdateObjectInformation() of Siebel Adaptive Communications API. For mode details please refer to Boolshelf> Siebel Communications Server Administration Guide > Developing a Communications Driver > Siebel Adaptive Communications API Reference > Methods of ISC_CLIENT_HANDLE.

Whenever the user changes the selected work item in toolbar, Siebel will invoke WorkItemList Communications command.

A work item can be at created, started, suspended, resumed and release states.

Among these states, only started and resumed are treated as active state. When a work item is marked as active, Siebel will prefix the work item description with "-->" in toolbar's drop down list.

If the Work Item State is Created, it basically notifies Siebel for the arrival (inbound) of new work item or the new initiated (outbound) work item. This state is claimed by driver calling IndicateNewWorkItem().

Work Item State -- Started (active)
This is to notify Siebel that the user has started to work on this item. The work item is accepted. This state is claimed by driver calling WorkItemStarted().

Work Item State -- Suspended
This is to notify Siebel that the work item is suspended. The user changes his focus to something else. This state is claimed by driver calling WorkItemSuspended().

Work Item State -- Resumed (active)
This is to notify Siebel that the work item has put to active state. User has resumed his focus to this work item. This state is claimed by driver calling WorkItemResumed().

Work Item State -- Released
This is to notify Siebel that the work item is released/completed/abandoned. This state is claimed by driver calling WorkItemReleased() and this is the last state of the work item. Once this state is claimed, Siebel will destroy the work item entry from memory.

Every time when there is an inbound call, CTI toolbar receive events and it gets updated so appropriate data is displayed in the Select WorkItemList box and in the CTI status bar.

Solution

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