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CTI Outbound Call - Custom Script Needed to Update End Call Duration After Screen Pop and Activity Creation (Doc ID 514808.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version SIA [15252] and later
z*OBSOLETE: Microsoft Windows 2000
This document was previously published as Siebel SR 38-1059530361.
***Checked for Relevance 23-Jun-2013***
***Checked for Relevance 29-Dec-2014***



We have defined one event response called "OnInboundCallEstablished" fired when an inbound call is established. As we have to know who (Contact) is calling and national or international calls are handled we use a customized Script called "fOnInboundCallEstablished" that searches around the database using ANI, creates the activity call record and associate it to the intended contact. In this case, we understand that Siebel Communication Administration features aren't enough for our functional requirements.

Below you have the Script code in VB:

Function fOnInboundCallEstablished (aPhone As String) As Integer
Dim BO As BusObject
Dim BC As BusComp
Dim BOAction As BusObject
Dim BCAction As BusComp
Dim iRet As Integer
Dim I As Integer
Dim sView As String
Dim IdContact As String
Dim sDescripcion As String
Dim IdActividad As String

If Left(aPhone, 1) <> "+" Then
'National inbound call
'Add +34
aPhone = "+34" + aPhone
End If

Set BO = TheApplication.GetBusObject("Contact")
Set BC = BO.GetBusComp("Contact")
With BC
.SetViewMode AllView
.ActivateField "Work Phone #"
.ActivateField "Cellular Phone #"
.ActivateField "Home Phone #"
.SetSearchSpec "Work Phone #", "=" + aPhone + " OR [Cellular Phone#]=" + aPhone + " OR [Home Phone #]= " + aPhone
.ExecuteQuery ForwardOnly
.LastRecord (iRet)
I = .FirstRecord
Do While I
iRet = iRet + 1
IdContact = .GetFieldValue("Id")
I = .NextRecord
If iRet = 1 Then
'Contact found
sView = "TG Service Contact Detail View"
End If

If iRet > 1 Then
'n Contacts matching SearchSpec criteria
sView = "TG Contact List View"
End If

If iRet = 0 Then

But we also need to get the activity created by the custom script to be updated at the end of the call like the AfterWork fieds in a standard CTI event log. How we can achieve that?


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