This document was generated from CDN thread
Created by: Eric Yarbrough on 02-02-2010 07:37:25 PM
I am trying to perform some actions using the OnCallBegin event of the session object in VB.NET, and I am running into a slight problem. The logic for the action is executed when any call begins. So if the agent receives a call, then transfers the call, the action is performed when the call is received and again when the call is transferred. Is there anyway to check if the call is incoming and so that I can only perform the action when the call is directed at the agent and not originated by the agent.
Subject: RE: New Message from Eric Yarbrough in Computer Telephony Integration Objec
Replied by: David Lender on 02-02-2010 07:57:55 PM
What actions are you performing on a Begin Call? In general its best to
use a subsequent event such as onCallDelivered or onCallEstablished as
the data associated with the call can be updated after the Begin Call,
especially if the call is being transferred from an IVR. Is there a
reason you arent using one of the other events?
That said, have you tried checking the calltype? The inbound call would
be type ACD IN. Since you are receiving a begin call on the transfer I
assume its a consultative transfer, so the calltype would be CONSULT or
AGENT INSIDE. The calltype values are in the CTI Server Protocol
reference under Constants and Status Codes.
Subject: RE: New Message from Eric Yarbrough in Computer Telephony Integration Objec
Replied by: Eric Yarbrough on 02-02-2010 09:27:35 PM
Simply using the oncallbegin event for speed. The action is one of a set of application 'pops' (new browser window, open application, etc). I wanted to start the process to open the application as soon as the event of a call is received in order to start the process early. I am currently using the calltype as you had mentioned, however, I see all of the calltype keywords but I am not sure what each is used for. Is there a document that shows what each of the calltypes are and how they are generated?
Subject: RE: New Message from Eric Yarbrough in Computer Telephony Integration Objec
Replied by: David Lender on 02-02-2010 09:59:11 PM
There is no document showing calltypes are generated. The list of
calltypes is in the CTI Server protocol reference (GED-188). You will
need to test the calls in your environment to determine which calltype
is generated in different scenarios, though most of them are
self-explanatory.
I guess theres no harm in "start(ing) the process to open the
application" but be aware all the call data may not be present or may
change after the begin call so your application will need to be updated
with the call data using subsequent events like onCallDataUpdate.
