Gplus Adapter 8.0 For Siebel CRM Developer's Guide

Gplus Adapter 8.
for Siebel CRM
Developers Guide
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Document Version: 80gp_dev_slcrm_11-2012_v8.0.101.00
Table of Contents
List of
Procedures
................................................................................................................... 7
Preface
................................................................................................................... 9
About Gplus Adapter 8.0 for Siebel CRM................................................ 10
Intended Audience................................................................................... 10
Usage Guidelines .................................................................................... 11
Conditions of Use ............................................................................... 11
Making Comments on This Document .................................................... 12
Contacting Genesys Technical Support................................................... 13
Document Change History ...................................................................... 13
New in Document Version v8.0.100.00............................................... 13
New in Document Version v8.0.002.00............................................... 13
Chapter 1
Campaign Synchronization Component 8.0.0 ................................... 15

The Campaign Synchronization Data Flow ............................................. 16
Exporting the Siebel Campaign Lists to Genesys............................... 16
The Inbound XML Schema ................................................................. 23
The Campaign Synchronization Request Types................................. 26
The Campaign Synchronization Response ........................................ 31
The Outbound XML Schema .............................................................. 33
Configuring the List Import Functionality ................................................. 35
The Siebel Configuration Guidelines .................................................. 35
The Format Object Configuration Guidelines ..................................... 38
The Style Sheet Configuration Guidelines.......................................... 41
The Style Sheet Configuration Examples ........................................... 43
The Genesys Campaign Synchronization Business Service................... 47
Default Scenarios for the Campaign Synchronization ............................. 48
Using the Genesys Campaign Synchronization Business Service.......... 50
The Method Usage Guidelines ........................................................... 50
The Method Descriptions.................................................................... 51
The eScript Example .......................................................................... 56
Synchronization Summary Usage ........................................................... 59
The Synchronization Summary Format .............................................. 59
Gplus Adapter for Siebel CRMDevelopers Guide
Table of Contents
Using the Genesys Synch Summary Business Component ............... 61
Chapter 2
Campaign Synchronization Component 8.0.1 ................................... 65

The Solution Overview ............................................................................ 65
Campaign Synchronization Data Flow................................................ 65
Configuring the List Import Functionality ............................................ 66
The Genesys Campaign Synchronization Server API Representation ... 66
Frequently Used Input Parameters ..................................................... 68
Complex Type Parameters ................................................................. 68
Synchronizing the Campaign Data from Siebel to Genesys ............... 70
Querying the Updates (Deltas) for the Call Results and the Number
of Call Attempts ............................................................................ 108
The Siebel Campaign Synchronization API Representation ................. 121
The Business Services Overview ..................................................... 121
The Genesys CampSynch Campaign Business Service .................. 122
The Genesys CampSynch Request Executor Business Service...... 129
The Genesys CampSynch Call Result Business Service ................. 132
The Genesys CampSynch Event Handler Business Service ........... 137
The Genesys CampSynch Utils Business Service ........................... 144
The Genesys CampSynch Tools Business Service .......................... 148
Chapter 3
Media Routing Component Customization ...................................... 151

Overview................................................................................................ 152
Using the GplusMediaRouteIXN Business Service ............................... 153
The Route Method ............................................................................ 154
The StopWorkItem Method ............................................................... 159
Using the GplusMediaRoute Business Service ..................................... 164
The GetTopWorkItem Method........................................................... 165
The GetTopActiveItemInfo Method ................................................... 165
The MarkWorkItemDone Method...................................................... 165
The PullInteraction Method ............................................................... 169
The UpdateActivity Method............................................................... 171
The Applet Customization ..................................................................... 174
Invoking a MarkDoneMR Command................................................. 174
Routing Siebel Work Items .................................................................... 175
Creating Commands for Custom Media Types ................................. 175
Using the Route Method to Send a Routing Request ....................... 176
Creating an Event Handler ............................................................... 177
Chapter 4
iWD Routing Component Customization ......................................... 181

Overview................................................................................................ 182
Using the GplusMediaRouteiWD Business Service .............................. 183
Gplus Adapter 8.0
Table of Contents
The cancelTaskByCaptureId Method ................................................ 184

The completeTaskByCaptureId Method............................................ 188
The createTask Method .................................................................... 191
The getTaskByCaptureId Method ..................................................... 196
The holdTaskByCaptureId Method ................................................... 197
The ping Method ............................................................................... 200
The restartTaskByCaptureId Method ................................................ 201
The resumeTaskByCaptureId Method .............................................. 205
The updateTaskByCaptureId Method ............................................... 208
Using the GplusMediaRoute Business Service ..................................... 213
The Applet Customization ..................................................................... 213
Using the iWD Routing Component for Routing Siebel Work Items ...... 213
Creating Commands for Custom Media Types ................................. 213
Using the createtask Method to Send a createtask Request............ 214
Creating an Event Handler ............................................................... 215
Chapter 5
Using Siebel Data from the Genesys Universal Routing Solution. 219
Checking the Inbound Web Service ...................................................... 219
Using the Web Service .......................................................................... 221
Supplements
Related Documentation Resources ................................................... 225

Document Conventions ...................................................................... 227
Index
............................................................................................................... 229
Table of Contents
Gplus Adapter 8.0
List of Procedures
Verifying that the Siebel fields transferred from the Siebel environment
to the Genesys environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Adding additional Outbound Contact Server fields to the
synchronization process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Creating an event handler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Using the provided sample to route Siebel service request . . . . . . . . . 179
Creating an event handler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Using the provided sample to route Siebel service request . . . . . . . . . 217
Managing the Siebel inbound web services on a Siebel client. . . . . . . 219
List of Procedures
Gplus Adapter 8.0
Preface
Welcome to the Gplus Adapter 8.0 for Siebel CRM Developers Guide. In
general, this document addresses only the interactions of the Genesys Gplus
Adapter components with other Genesys systems and products. Developers
who are using the Siebel application development tools and services to
implement the Gplus Adapter should look at the Siebel documentation set for
more information.
The Gplus Adapter 8.0 for Siebel CRM Deployment Guide may contain
information that is useful for developers who need to customize the Gplus
Adapter 8.0 for Siebel CRM. You should have ready access to this document,
if only to understand the standard Gplus Adapter configurations that may
initially have been installed at your location.
In brief, you will find the following information in this guide:
An overview of the Media Routing Components interface and

customization options.
An overview of the iWD Routing Component's interface and

customization options.
This document is valid only for the 8.0 release of this product.
Note: For versions of this document created for other releases of this
product, visit the Genesys Technical Support website, or request the

Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at orderman@genesyslab.com.
This preface contains the following sections:
About Gplus Adapter 8.0 for Siebel CRM, page 10
Intended Audience, page 10
Usage Guidelines, page 11
Making Comments on This Document, page 12
Contacting Genesys Technical Support, page 13
Document Change History, page 13
For information about the related resources and about the conventions that are
used in this document, see the supplementary material starting on page 225.
Preface
About Gplus Adapter 8.0 for Siebel CRM
About Gplus Adapter 8.0 for Siebel CRM

The Gplus Adapter 8.0 for Siebel CRM is a software solution that provides
seamless integration between the Siebel CRM and Genesys 8.0 solutions. This
combination brings together Siebels leading software applications and
Genesys contact center solutions.
The Gplus Adapter provides a single point of access to the contact information.
The Adapter brings together multiple media and channels, and provides access
to the power of the Siebel software, promoting better contact relationships
overall.
Intended Audience
This guide is intended for developers who will customize the behavior of the
Gplus Adapter for Siebel CRM. The guide assumes that:
You are familiar with concepts related to the Siebel Enterprise Application
Integration (EAI) architecture.
You have a basic understanding of computer-telephony integration (CTI)

concepts, processes, terminology, and applications.
You have a good understanding of database systems, including the specific

database system that your application uses.
You have a basic understanding of network design and operation.
You are familiar with the network configurations used in your enterprises
computing environment.
You have a good knowledge of the Siebel application development

environment, including Siebel Tools and Siebel Workflow.
(If you will be modifying the style sheet file:) You understand .XSL syntax
and file structure.
You should also be familiar with the following Genesys solutions:
Framework
Universal Routing
Outbound Contact Solution
eServices (formerly Multimedia)
Note: Refer to the Genesys Interoperability Guide for further information
about the appropriate Genesys applications version numbers.
10
Gplus Adapter 8.0
Preface
Usage Guidelines
Usage Guidelines
The Genesys developer materials outlined in this document are intended to be
used for the following purposes:
Creation of contact-center agent desktop applications associated with the

Genesys software implementations.
Server-side integration between the Genesys software and the third-party

software.
Creation of a specialized client application specific to the customer needs.
The Genesys software functions available for development are clearly

documented. No undocumented functionality is to be utilized without
Genesys express written consent.
Conditions of Use
The following Conditions of Use apply in all cases for developers employing
the Genesys developer materials outlined in this document:
1. Possession of interface documentation does not imply a right to use by a
third party. The Genesys conditions for use, as outlined below or in the
Genesys Developer Program Guide, must be met.
2. This interface shall not be used unless the developer is a member in good
standing of the Genesys Interacts program or has a valid Master Software
License and Services Agreement with Genesys.
3. A developer shall not be entitled to use any licenses granted hereunder
unless the developer's organization has met or obtained all prerequisite
licensing and software as set out by Genesys.
4. A developer shall not be entitled to use any licenses granted hereunder if
the developer's organization is delinquent in any payments or amounts
owed to Genesys.
5. A developer shall not use the Genesys developer materials outlined in this
document for any general application development purposes that are not
associated with the above-mentioned intended purposes for the use of the
Genesys developer materials outlined in this document.
6. A developer shall disclose the developer materials outlined in this
document only to those employees who have a direct need to create, debug,
and/or test one or more participant-specific objects and/or software files
that access, communicate, or interoperate with the Genesys API.
7. The developed works and Genesys software running in conjunction with
one another (hereinafter referred to together as the integrated solutions)
should not compromise the data integrity. For example, if both the Genesys
software and the integrated solutions can modify the same data, then
modifications by either product must not circumvent the other product's
11
Preface
Making Comments on This Document
data integrity rules. In addition, the integration should not cause duplicate
copies of data to exist in both the participant and Genesys databases, unless
it can be assured that the data modifications propagate all copies within the
time required by the typical users.
8. The integrated solutions shall not compromise data or application security,
access, or visibility restrictions that are enforced by either the Genesys
software or the developed works.
9. The integrated solutions shall conform to the design and implementation
guidelines and restrictions described in the Genesys Developer Program
Guide and the Genesys software documentation. For example:
a. The integration must use only published interfaces to access the
Genesys data.
b. The integration shall not modify data in the Genesys database tables
directly using SQL.
c. The integration shall not introduce the database triggers or stored
procedures that operate on the Genesys database tables.
Any schema extension to the Genesys database tables must be carried out
using the Genesys developer software through the documented methods and
features.
The Genesys developer materials outlined in this document are not intended to
be used for the creation of any product with a functionality comparable to any
Genesys products, including products similar or substantially similar to
Genesys's current general-availability, beta, and announced products.
Any attempt to use the Genesys developer materials outlined in this document
or any Genesys developer software contrary to this clause shall be deemed a
material breach with immediate termination of this addendum, and Genesys
shall be entitled to seek to protect its interests, including but not limited to,
preliminary and permanent injunctive relief, as well as money damages.
Making Comments on This Document

If you especially like or dislike anything about this document, feel free to
e-mail your comments to Techpubs.webadmin@genesyslab.com.
You can comment on what you regard as specific errors or omissions, and on
the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the scope of this document only and to the way
in which the information is presented. Contact your Genesys Account
Representative or Genesys Technical Support if you have suggestions about
the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or
distribute your comments in any way it believes appropriate, without incurring
any obligation to you.
12
Gplus Adapter 8.0
Preface
Contacting Genesys Technical Support
Contacting Genesys Technical Support

If you have purchased support directly from Genesys, please contact Genesys
Technical Support.
Before contacting technical support, please refer to the Genesys Care Program
Guide for complete contact information and procedures.
Document Change History

This section lists content that is new or that has changed significantly since the
first release of this document. The most recent changes appear first.
New in Document Version v8.0.101.00

This document has been re-issued to support the Gplus Adapter for Siebel
CRM release 8.0.1. The following topics have been added or changed since the
previous release of the document:
The previously existing chapters, The Campaign Synchronization Flow,

Configuring the List Import Functionality, Using the Genesys
Campaign Synchronization Business Service, and Synchronization
Summary Usage have been combined under the following chapter,
Chapter 1, Campaign Synchronization Component 8.0.0, on page 15.
The following chapter is now included in this document:

Chapter 2, Campaign Synchronization Component 8.0.1, on page 65.
New in Document Version v8.0.002.00
Chapter 1, Campaign Synchronization Component 8.0.0, on page 15

now includes the following new sections:
The Campaign Synchronization Data Flow.
Configuring the List Import Functionality.
The Genesys Campaign Synchronization Business Service.
The Default Scenarios for the Campaign Synchronization.
Synchronization Summary Usage.
13
Preface
14
Document Change History
Gplus Adapter 8.0
Chapter
Campaign Synchronization
Component 8.0.0
This chapter provides a developers overview of the Gplus Adapter for Siebel
CRM Campaign Synchronization Component, focusing on the customization
options and how to use them. The information contained herein is valid for the
Gplus Adapter for Siebel CRM Campaign Synchronization Component release
8.0.001.04 and higher, but only in the 8.0.0 stream.
Each topic in this chapter describes one aspect of the Component that you can
use to customize campaign synchronization between the Siebel and Genesys
environments. The following topics are included in this chapter:
The Campaign Synchronization Data Flow, page 16
Configuring the List Import Functionality, page 35
The Genesys Campaign Synchronization Business Service, page 47
Default Scenarios for the Campaign Synchronization, page 48
Using the Genesys Campaign Synchronization Business Service, page 50
Synchronization Summary Usage, page 59
Other chapters of this guide cover other Adapter components. For a functional
overview of the complete Gplus Adapter and its integration with Siebel
software, see the Gplus Adapter 8.0 for Siebel CRM Users Guide.
For a detailed description of the Siebel enterprise application architecture
(EAI), see your Siebel documentationespecially Integration Platform
Technologies: Siebel eBusiness Application Integration Volume II.
15
Chapter 1: Campaign Synchronization Component 8.0.0
The Campaign Synchronization Data Flow

This section provides a brief explanation of the data interaction between the
Siebel and Genesys portions of the Adapter. It describes all types of Adapter
messages including examples, and also contains a formal definition of the
inbound/outbound XML messages as well as the XML schemas.
This section contains the following subsections:
Exporting the Siebel Campaign Lists to Genesys, page 16
The Inbound XML Schema, page 23
The Campaign Synchronization Request Types, page 26
The Campaign Synchronization Response, page 31
The Outbound XML Schema, page 33
Exporting the Siebel Campaign Lists to Genesys

The main element of the data flow is the Campaign List (the Calling List in
Genesys). On the Siebel side, all of the Campaign Lists are contained within
one database table: Campaign List Contact (S_CAMP_CON). On the Genesys side,
all of the corresponding Calling Lists are contained within different tables. In
general, all of the Calling Lists exported from Siebel have the same table
format, which is contained in the Configuration Layer Environment (CLE),
which the Adapter then uses for table creation and updates. See Figure 1 on
page 17 for a diagram depicting the export of Siebel Campaign Lists to
Genesys.
16
Gplus Adapter 8.0
Figure 1: Exporting Siebel Campaign Lists to Genesys
The major difference between a Siebel Campaign List and a Genesys Calling
List is that one record in Siebel transfers to one or many records in Genesys
depending on how many phone relative fields (contact_info) are exported
from one Siebel record.
17
For examplethis scenario has a Siebel Campaign List containing a record as

shown below in Table 1:
Table 1: Sample Siebel Campaign List (One Record)
ID
Home Phone
Work Phone
Mobile Phone
Custom Field1
1-AABC
111-222-3301
222-333-4401
333-444-5501
Anything
After the synchronization with Genesys, this Siebel record transforms into
three records in a Genesys Calling List table as shown below in Table 2:
Table 2: Sample Campaign List Transformed into Genesys Calling List
chain_id chain_n
crm_camp
_con_id
contact_info contact_info_ cd_field1

type
cd_field2
11
1-AABC
111-222-3301
Anything
Home
11
1-AABC
222-333-4401
Anything
Other
11
1-AABC
333-444-5501
Anything
Other
In this example, assume that the customer has two custom fields (cd_field1
and cd_field2) in the Genesys Calling List records and adds Mobile Phone to
the synchronization list. Also, assume that the Genesys field (cd_field1)
corresponds to the Siebel field (Custom Field1) and that the value of cd_field2
equals Home for home phones, or Other for other phone types.
The detailed data flow is shown in Figure 2 on page 19 below.
18
Gplus Adapter 8.0
Figure 2: Sample Scenario Data Flow
The Adapter makes a query of the Siebel database by using the Siebel
Integration object, Genesys - Campaign List Contact. This Integration object
is a key element for the List Import customization (for more information, see
Configuring the List Import Functionality on page 35). It defines which
Siebel Campaign List fields to use and how to transform given query results to
the appropriate Siebel property set (mapping between the Siebel field names
and the Genesys field names).
19
Example 1, as shown below, describes how to obtain the property set:

Example 1
<PropertySet ...>
...
<ContactInfo
crm_camp_con_id="1-AABC"
phone_1="1112223301"
phone_2="2223334401"
phone_4="3334445501"
...
cd_field1="Anything">
</ContactInfo>
...
</PropertySet>
The result of the data transformation on the Siebel side is an XML-message.

Example 2 displays the resulting XML-message as shown below:
Example 2
<ContactInfo
...
<Record
contact_info="1112223301"
contact_info_type="1"
>
</Record>
<Record
>
</Record>
<Record
>
</Record>
...
</ContactInfo>
20
Gplus Adapter 8.0
The key element of the Adapters XML-message is <ContactInfo>, which is

generated from the ContactInfo Property Set. The Adapter generates for each
phone_X attribute (where X is the value of contact_info_type), a new element,
<Record>, containing the following two attributes: contact_info and
contact_info_type. This element is intended to deliver specific field values for
any record in a chain. The attributes (records fields) with common values for
the entire chain may be put in the <ContactInfo> element (cd_field1 in this
example). The names of all attributes in the <Record> and <ContactInfo>
elements should be the same as the corresponding names of the Genesys
Outbound Calling List fields (the Format fields in the Genesys CLE).
The crm_camp_con_id attribute is a unique key for the element, <ContactInfo>
(a chain in Outbound Contact Server). For identification of the record in a
chain, there are three attributes that may be used: chain_n, contact_info_type,
or contact_info. The chain_n attribute is always used for identification when it
is included in the <Record> element. If the chain_n attribute is not included,
Genesys uses the contact_info_type attribute, if it is included in the <Record>
element, or otherwise, the contact_info attribute.
The last customization point is an XSL Transformations (XSLT), on the
Genesys side of the Adapter. You can create an XSL file that may be used by
the Adapter as a style sheet for the transformation of all inbound messages (for
more details, see The Style Sheet Configuration Guidelines on page 41).
Example 3 displays the different values that need to be set up for the cd_field2
field, depending on the phone type. After the XSL transformation, the
message should contain the <ContactInfo> element as shown below:
Example 3
<ContactInfo
...
<Record
cd_field2=Home
>
</Record>
<Record
cd_field2=Other
>
</Record>
<Record
21
cd_field2=Other
>
</Record>
...
</ContactInfo>
Example 4 displays an XSL file that can make this transformation:

Example 4
<?xml version="1.0"?>
<xsl:stylesheet version="1.0"
xmlns:xsl="http://www.w3.org/1999/XSL/Transform">
<xsl:output encoding="windows-1252"/>
<xsl:template match="/ | @* | node()">
<xsl:copy>
<xsl:apply-templates select="@* | node()"/>
</xsl:copy>
</xsl:template>
<xsl:template match="@contact_info_type">
<xsl:attribute name="contact_info_type"><xsl:value-of
select="."/>
</xsl:attribute>
<xsl:attribute name="cd_field2">
<xsl:choose>
<xsl:when test=". = '1'">
<xsl:value-of select="Home"/>
</xsl:when>
<xsl:otherwise>
<xsl:value-of select="Other"/>
</xsl:otherwise>
</xsl:choose>
</xsl:attribute>
</xsl:template>
</xsl:stylesheet>
After this point, customization is impossible. The Adapter transforms the XML
messages to internal List Record objects based on the assigned Format object in
Genesys CLE. The Adapter then generates the SQL statements and sends them
to the database used by Outbound Contact Server (OCS).
The structure of all the possible inbound messages has a formal definitionthe
Inbound XML Schema. You can use this schema for developing your own
application instead of using the Siebel part of the Adapter.
22
Gplus Adapter 8.0
The Inbound XML Schema

Example 5 depicts the Campaign Synchronization XML schema of inbound
messages:
Example 5
<?xml version="1.0" encoding="UTF-8"?>


<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema">

<xs:attribute name="Name" type="xs:string" />

<xs:attribute name="Id" type="xs:string" />
<xs:attribute name="TenantId" type="xs:string" />
<xs:attribute name="AdminLoginName" type="xs:string" />
<xs:attribute name="CampaignName" type="xs:string" />
<xs:attribute name="crm_camp_con_id" type="xs:string" />
<xs:attribute name="crm_campaign_id" type="xs:string" />
<xs:attribute name="contact_info" type="xs:string" />
<xs:attribute name="contact_info_type" type="xs:string" />
<xs:attribute name="FirstPage" type="xs:string" />
<xs:attribute name="LastPage" type="xs:string" />


<xs:element name="Record">
<xs:complexType>
<xs:attribute ref="contact_info" use="required" />
<xs:attribute ref="contact_info_type" use="required" />

<xs:anyAttribute />
</xs:complexType>
</xs:element>

<xs:element name="CustomerId" type="xs:string" />
<xs:element name="Phone" type="xs:string" />
<xs:element name="RecordInfo">
<xs:complexType>
<xs:choice>
<xs:element ref="CustomerId" />
<xs:element ref="Phone" />
</xs:choice>
</xs:complexType>
23
</xs:element>

<xs:element name="ContactInfo">
<xs:complexType>
<xs:sequence>
<xs:element ref="Record" minOccurs="1" />
</xs:sequence>
<xs:attribute ref="crm_campaign_id" use="optional" />
<xs:attribute ref="crm_camp_con_id" use="required" />

<xs:anyAttribute />
</xs:complexType>
</xs:element>

<xs:element name="ListOfContactInfo">
<xs:complexType>
<xs:sequence>
<xs:element ref="ContactInfo" minOccurs="1"
maxOccurs="unbounded" />
</xs:sequence>
</xs:complexType>
</xs:element>

<xs:element name="ListInfo">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="1">
<xs:element ref="ListOfContactInfo" />
</xs:sequence>
<xs:attribute ref="TenantId" use="required" />
<xs:attribute ref="AdminLoginName" use="required" />
<xs:attribute ref="CampaignName" use="optional" />
<xs:attribute ref="Name" use="required" />
<xs:attribute ref="FirstPage" use="optional" />
<xs:attribute ref="LastPage" use="optional" />
<xs:anyAttribute />
</xs:complexType>
</xs:element>

<xs:element name="List">
<xs:complexType>
<xs:attribute ref="CampaignName" use="optional" />
24
Gplus Adapter 8.0

</xs:complexType>
</xs:element>

<xs:element name="CampaignLists">
<xs:complexType>
<xs:sequence>
<xs:element ref="List" minOccurs="1" maxOccurs="unbounded" />
</xs:sequence>
</xs:complexType>
</xs:element>

<xs:element name="CampaignInfo">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="1">
<xs:element ref="CampaignLists" />
</xs:sequence>
<xs:attribute ref="TenantId" use="required" />
<xs:attribute ref="AdminLoginName" use="required" />
<xs:attribute ref="CampaignName" use="required" />
<xs:anyAttribute />
</xs:complexType>
</xs:element>

<xs:element name="SyncRequest">
<xs:complexType>
<xs:choice>
<xs:element ref="CampaignInfo" />
<xs:element ref="ListInfo" />
<xs:element ref="RecordInfo" />
</xs:choice>
<xs:attribute ref="Id" use="required" />
<xs:anyAttribute />
</xs:complexType>
</xs:element>

</xs:schema>
25
The Campaign Synchronization Request Types

The root element for all Adapter inbound messages is the SyncRequest
element. The SyncRequest element always contains only one child element
with the following three possible types:
CampaignInfo
ListInfo
RecordInfo
All requests can be divided into one of three types according to the type of this
child element. Each SyncRequest element has two mandatory attributes: Name
and Id. The Name attribute defines the name of the Genesys request and the type
of action, such as Genesys - Create Campaign. The second attribute, Id is
intended for identification purposes.
The CampaignInfo Requests and Attributes

Table 3 shows the Genesys CampaignInfo requests:
Table 3: The Genesys CampaignInfo Requests
Name
Description
Genesys - Create Campaign
Creates all Configuration Layer

Environment (CLE) objects for the
requested campaign (Campaign,
Calling lists, Table Accesses).
Also creates the Outbound Contact
Server (OCS) tables, if needed.
Genesys - Delete Campaign
Deletes the Campaign CLE

objects.
Genesys - Get Call Results for Campaign
Asynchronously returns the call

results for a requested campaign
(as HTTP requests).
Genesys - Get Campaign Statistics
Synchronously returns the call

results for a requested campaign
(as HTTP responses).
The CampaignInfo element has the following attributes:
TenantId: the name of a Siebel organization. Each possible name should be
mapped to some Tenant in Genesys CLE (see the Gplus Adapter for Siebel
CRM Deployment Guide for more details.)
26
CampaignName: the name of a campaign in Siebel and Genesys CLE.
Gplus Adapter 8.0
AdminLoginName: the name of a Siebel Administrator. This name is used by
the Adapter for mapping purposes. Each possible name should be mapped
to some folder in Genesys CLE (see the Gplus Adapter for Siebel CRM
Deployment Guide for more details.)
The CampaignInfo element may include List elements with the following
attributes:
Name: the name of a list in Siebel and Genesys, if the next attribute is not
included.
CampaignName: (optional) the name of a campaign in Siebel to which the list
belongs. If this attribute is included, a resulting list name in Genesys CLE

is generated by concatenation of both names: Name(CampaignName).
Example 6 displays different representations of CampaignInfo requests:
Example 6
<SyncRequest
Name=Genesys - Create Campaign Id=1-SSSA>

<CampaignInfo
TenantId="Default Organization"
CampaignName="WS77-Campaign1"
AdminLoginName="GPADMIN">
<CampaignLists>
<List
Name="WS77-List1">
</List>
<List
Name="WS77- List2">
</List>
<List
Name="WS77-List5">
</List>
</CampaignLists>
</CampaignInfo>
</SyncRequest>
<SyncRequest Name="Genesys - Delete Campaign" Id=1-SSSB>
<CampaignInfo
</CampaignInfo>
</SyncRequest>
27
<SyncRequest
Name="Genesys - Get Call Results for Campaign"

Id=1-SSSC>
<CampaignInfo
</CampaignInfo>
</SyncRequest>
The ListInfo Requests and Attributes

This type of request is the most important in the synchronization procedure.
Only this type of request transfers the Calling Lists records from the Siebel
database to the Genesys OCS database.
Table 4 shows the Genesys ListInfo requests:
Table 4: The Genesys ListInfo Requests
28
Name
Description
Genesys - Create List
Creates the Calling Lists and Table

Accesses CLE objects (if they do not exist);
creates the OCS tables (if needed); inserts
or updates the list records; deletes the
records that are not included in the request.
Genesys - Update List
Creates the Calling Lists and Table

Accesses CLE objects (if they do not exist);
creates the OCS tables (if needed); inserts
or updates the list records.
Genesys - Insert List Records
Inserts the list records (error if the record

exists.)
Genesys - Update List Records
Inserts or updates the list records.
Genesys - Delete List Records
Deletes the list records.
Genesys - Cancel List Records
Sends CancelRecord messages to OCS.
Genesys - Assign List
Assigns the requested lists to the given

Campaign CLE object (do nothing with the
OCS tables.)
Genesys Get List Statistics
Synchronously returns the call results for a

requested Calling List as HTTP responses.
Gplus Adapter 8.0
Possible attributes of the ListInfo element are:
TenantId
AdminLoginName
Name
CampaignName
FirstPage
LastPage
The AdminLoginName and TenantId attributes have the same meaning as the
CampaignInfo requests.
The Name and CampaignName attributes are used in the same way as in the List
element of the CampaignInfo requests.
The FirstPage and LastPage attributes allow the Adapter on the Genesys side
to determine how to combine a sequence of messages into one Calling List.
How these attributes are used is listed as follows:
If the value of the FirstPage attribute is true, this indicates the beginning
of a Calling List.
If the value of the LastPage attribute is true, this indicates the end of a
Calling List.
If the values of the FirstPage and LastPage attributes are both false, this
indicates the middle of a Calling List.
The default value for these attributes is true (if they are missing).
The ListInfo element is the only place where the ContactInfo elements may
be included. The ContactInfo element is a key element that delivers the Calling
List records to the OCS tables. You can add any custom field either directly to
a ContactInfo element, or to its child element, Record. In the first scenario, all
records in a chain would have the same value. Otherwise, the records in the
same chain may have different values.
Note: If you are using the Genesys Voice Component, the crm_campaign_id
attribute is required.
Example 7 displays the different representations of the ListInfo requests:
Example 7
<SyncRequest Name="Genesys - Create List" Id=1-SSSD>

<ListInfo
LastPage="true"
FirstPage="true"
Name="WS77-List1"
<ListOfContactInfo>
<ContactInfo crm_camp_con_id="2-8ULH"
29
crm_campaign_id="2-7ULX">
<Record
>
</Record>
</ContactInfo>
<ContactInfo crm_camp_con_id="2-86FQ"
crm_campaign_id="2-7ULX"
tz_dbid="(GMT-10:00) Hawaii">
<Record
>
</Record>
<Record
daily_from="57600"
daily_till="75600"
>
</Record>
</ContactInfo>
</ListOfContactInfo>
</ListInfo>
</SyncRequest>
<SyncRequest Name="Genesys - Delete List" Id=1-SSSE>
<ListInfo
Name="WS77- List2"
</ListInfo>
</SyncRequest>
30
Gplus Adapter 8.0
The RecordInfo Requests and Attributes

Table 5 shows the Genesys RecordInfo requests:
Table 5: The Genesys RecordInfo Requests
Name
Description
Genesys - Insert DNC List Record
Sends DoNotCall messages to

OCS
This request contains the following two elements: CustomerId and Phone. You
can send the DoNotCall messages as unique customer IDs, or as phone
numbers.
Example 8 represents a RecordInfo request:
Example 8
<SyncRequest Name="Genesys - Insert DNC List Record" Id=1-SSSF>

<RecordInfo>
<CustomerId>1-4IW7</CustomerId>
<Phone></Phone>
</RecordInfo>
</SyncRequest>
The Campaign Synchronization Response

The Adapter generates a response for each processing request and sends it back
to a client through an HTTP connection. The root element for all Adapter
responses is SyncResponse. All responses have the following three mandatory
attributes:
Name
Id
Result.
The Name and Id attributes have the same values as the corresponding attributes
in the request.
The Result attribute may have the following three possible values:
Success
NotReady
Error.
For all responses with Result = Success or Result = Error, the corresponding
requests should be removed from the client queue. For any response with
Result = NotReady, the corresponding request should be kept in the client
queue and re-sent to the Adapter after a timeout period.
The SyncResponse element may contain the following two types of child
elements:
31
CallResults
SynchSummary.
The CallResults element is intended for the backward synchronization of the

OCS call_result and attempt fields. For more information about the
SynchSummary element see Using the Genesys Campaign Synchronization
Business Service on page 50.
Example 9 displays examples of response messages:
Example 9
<SyncResponse Name="Genesys - Get List Statistics" Id="1-SSSX"

Result="Success">
<CallResults>
<CallResultRecord>
<crm_camp_con_id>1-8ZGR</crm_camp_con_id>
<call_result>0</call_result>
<call_result_name>Ok</call_result_name>
<attempt>4</attempt>
<call_time>18000334555</call_time>
</CallResultRecord>
<CallResultRecord>
<crm_camp_con_id>1-8ZGS</crm_camp_con_id>
<call_result_name>No Answer</call_result_name>
<attempt>2</attempt>
<call_time></call_time>
</CallResultRecord>
</CallResults>
</SyncResponse>
<SyncResponse Name="Genesys - Create List" Id="1-SSSY"
Result="Error">
<SynchSummary>
<SynchSummaryRecord>
<Object>Calling List Record</Object>
<ObjectN>11</ObjectN>
<Operation>UPDATE</Operation>
<OperationStatus>SUCCESS</OperationStatus>
<AuxValue1>CLT_3842</AuxValue1>
<AuxValue2></AuxValue2>
</SynchSummaryRecord>
<SynchSummaryRecord>
<Object>Calling List Record</Object>
<ObjectN>1</ObjectN>
32
Gplus Adapter 8.0
<Operation>DELETE</Operation>
<OperationStatus>FAILURE</OperationStatus>
<AuxValue1>CLT_3842</AuxValue1>
</SynchSummaryRecord>
</SynchSummary>
</SyncResponse>
The formal definition of the Adapters responses, which is the Outbound XML
Schema, is shown in the next section.
The Outbound XML Schema

Example 10 depicts the Campaign Synchronization XML schema of outbound
messages.
Example 10


<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema">

<xs:attribute name="Name" type="xs:string" />
<xs:attribute name="Id" type="xs:string" />
<xs:attribute name="Result">
<xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="Success"/>
<xs:enumeration value="Error"/>
<xs:enumeration value="NotReady"/>
</xs:restriction>
</xs:simpleType>
</xs:attribute>
<xs:attribute name="ErrorCode" type="xs:string" />
<xs:attribute name="ErrorText" type="xs:string" />


<xs:element name="crm_camp_con_id" type="xs:string" />
<xs:element name="call_result" type="xs:integer" />
<xs:element name="call_result_name" type="xs:string" />
<xs:element name="call_time" type="xs:integer" />
<xs:element name="attempt" type="xs:integer" />
<xs:element name="CallResultRecord">
<xs:complexType>
<xs:sequence>
<xs:element ref="crm_camp_con_id" />
<xs:element ref="call_result" />
<xs:element ref="call_result_name" />
<xs:element ref="call_time" />
33
<xs:element ref="attempt" />

</xs:sequence>
</xs:complexType>
</xs:element>

<xs:element name="Object" type="xs:string" />
<xs:element name="ObjectN" type="xs:integer" />
<xs:element name="Operation" type="xs:string" />
<xs:element name="OperationStatus" type="xs:string" />
<xs:element name="AuxValue1" type="xs:string" />
<xs:element name="SynchSummaryRecord">
<xs:complexType>
<xs:sequence>
<xs:element ref="Object" />
<xs:element ref="ObjectN" />
<xs:element ref="Operation" />
<xs:element ref="OperationStatus" />
<xs:element ref="AuxValue1" />
</xs:sequence>
</xs:complexType>
</xs:element>

<xs:element name="CallResults">
<xs:complexType>
<xs:sequence>
<xs:element ref="CallResultRecord" minOccurs="0"
maxOccurs="unbounded"/>
</xs:sequence>
</xs:complexType>
</xs:element>

<xs:element name="SyncSummary">
<xs:complexType>
<xs:sequence>
<xs:element ref="SynchSummaryRecord" minOccurs="0"
maxOccurs="unbounded" />
</xs:sequence>
</xs:complexType>
</xs:element>

<xs:element name="SyncResponse">
<xs:complexType>
<xs:sequence>
<xs:element ref="CallResults" minOccurs="0" maxOccurs="1" />
<xs:element ref="SyncSummary" minOccurs="0" maxOccurs="1" />
</xs:sequence>
34
Gplus Adapter 8.0
Configuring the List Import Functionality
<xs:attribute ref="Id" use="requered" />

<xs:attribute ref="Result" use="required" />
<xs:attribute ref="ErrorCode" use="optional" />
<xs:attribute ref="ErrorText" use="optional" />
<xs:anyAttribute />
</xs:complexType>
</xs:element>

</xs:schema>

This section provides guidelines for configuring the Campaign
Synchronization Components list import functionality and contains the
following subsections:
The Siebel Configuration Guidelines, page 35
The Format Object Configuration Guidelines, page 38
The Style Sheet Configuration Guidelines, page 41
The Style Sheet Configuration Examples, page 43
The Siebel Configuration Guidelines

You should make sure that all the Siebel fields that you plan to export to the
Genesys environment have transferred from the Siebel environment to the
Campaign Synchronization Component. To verify this, use the Campaign
Synchronization Components log to examine the Siebel XML files received
by the Campaign Synchronization Component. (Siebel XML is printed in the
log when the value of the verbose Application-level configuration option is set
to debug). All of the required fields must be attributes of the ContactInfo or the
Record XML elements.
Whereas your calls to the Genesys Campaign Synchronization business
services methods determine what synchronization tasks the Campaign
Synchronization Component performs, the specific way in which the
Campaign Synchronization Component maps the Siebel fields to the Genesys
fields depends on the following two things:
The Genesys Configuration Layer Format object that is specified by the

Format Application option.
The Siebel Integration object, Genesys - Campaign List Contact.
The Campaign Synchronization Component uses the Format object to create

Genesys Calling List tables.
The default value for the Format configuration option used by the Campaign
Synchronization Component is GplusCampSynch. You create the Format object
according to the instructions provided in the Gplus Adapter 8.0 for Siebel CRM
Deployment Guide. The Genesys-specific Siebel Integration object, Genesys -
35
Campaign List Contact, contains the default mapping of the Siebel fields to
the Genesys fields. This mapping is shown in Table 6.

Table 6: Default Mapping of Siebel to Genesys Fields
Siebel Field
Genesys Field
CampaignListContact.HomePhone,
contact_info, contact_info_type,
CampaignListContact.WorkPhone,
CampaignListContact.ProspectWorkPhone,
where contact_info_type = 1 for

home phones, and
contact_info_type = 2 for work
phones
CampaignListContact.TimeZoneName,
tz_dbid
CampaignListContact.ProspectHomePhone,
CampaignListContact.ProspectTimeZone
CampaignListContact.CampaignId
crm_campaign_id
CampaignListContact.Id
crm_camp_con_id
CampaignListContact.ContactId,
crm_contact_id
CampaignListContact.ProspectId
You can use both the default format and the Genesys-specific Siebel
Integration object as the starting point to create the custom list import formats.
Using the Format object, you can specify a different format at any time. The
mapping of the Siebel fields to the Genesys fieldswhich is provided by the
corresponding Genesys-specific Siebel Integration object, Genesys - Campaign
List Contactshould cover all specified formats and user-defined fields.
You should make sure that all the Siebel fields that you plan to export to the
Genesys environment have transferred from the Siebel environment to the
Campaign Synchronization Component. To verify this, use the Campaign
Synchronization Components log to examine the Siebel XML files received
by the Campaign Synchronization Component. (Siebel XML is printed in the
log when the value of the verbose Application-level configuration option is set
to debug). All of the required fields must be attributes of the ContactInfo or the
Record XML elements.
36
Gplus Adapter 8.0
If this is not the case, use Siebel Tools to perform the following actions:
Procedure:
Verifying that the Siebel fields transferred from the
Siebel environment to the Genesys environment
Purpose: To verify that the Siebel fields transferred from the Siebel
environment to the Genesys environment.
1. In Siebel Tools, in the Project field of the Object Explorer, select All
Projects.
2. Select the Business Component folder.
The Business Component folder displays.
3. Select the Campaign List Contact business component.
4. Check that the Campaign List Contact business component contains the
required fields and that those fields are active. If necessary, modify the
business component to include or activate the fields.
5. For the Genesys - Campaign List Contact Integration object, check that the
ContactInfo Integration Component (external name - Campaign List
Contact) contains the required fields, and check that those fields are active.
Also, check that the Name column of the Integration Component Fields
table has appropriate values as shown in Table 7 on page 37.
Table 7: Default Mapping of Siebel and Genesys Names in the
Campaign List Contact Integration Component
External Name (Siebel)
Name (Genesys)
Calculated Home Phone #
phone_1
Calculated Work Phone #
phone_2
CampaignId
crm_campaign_id
Id
crm_camp_con_id
Calculated Contact Id
crm_contact_id
Calculated Time Zone Name
tz_dbid
If some of the fields are absent, synchronize the Integration object using
the Synchronize button in the Integration Objects window. Then, after
synchronization, change the type for the Id Integration Component field
from System to Data. If some of the fields are not active then activate them.
The correct values of the Name column are shown in Table 7.
37
6. If you make any changes to the Siebel repository archive file (*.sif) as a
result of Step 3 and Step 5 above, update the Siebel repository file by
compiling the Campaign Synchronization project, and deploy the updated
file on the Siebel Server.
End of procedure
The steps listed above are general guidelines only. For more detailed
information on how to use Siebel Tools to modify business components,
integration components, integration objects, and the Siebel repository file,
please see your Siebel documentation.
The Format Object Configuration Guidelines

When the Campaign Synchronization Component imports the Siebel Lists to
the Genesys environment, the Format object that it uses is specified in the
following location: Configuration Manager > Campaign Synchronization
Component application object > options > Genesys section > Format
option.
If you work in a multi-tenant Genesys environment, you should create a copy

of the Format object under each Genesys Tenant that is mapped to a Siebel
Organization or Division.
The list import Format object must include the Outbound Contact Server fields
listed in Table 8 on page 39. These fields are essential for the Adapter and
Outbound Contact Server (OCS) to function properly.
Note: When you use <datetime> types of fields in your synchronization
process, you must check that the input formats of these fields are equal
for both the Siebel and Genesys databases. If this is not the case, some
additional configuration is required; the values of these fields in the
XML messages should meet the input format requirements for the
OCS database. This configuration can be accomplished by using an
XSL style sheet file on the Genesys side (see The Style Sheet
Configuration Guidelines on page 41 for more details).
38
Gplus Adapter 8.0
Table 8: Genesys OCS Fields that must be Included in the Format

Object
Genesys OCS Field
record_id
contact_info
contact_info_type
record_type
record_status
call_result
attempt
dial_sched_time
call_time
daily_from
daily_till
tz_dbid
campaign_id
agent_id
chain_id
chain_n
crm_campaign_id
crm_camp_con_id
crm_contact_id
app_id
group_id
media_ref
treatments
39
If you want to add some additional Outbound Contact Server fields to the
synchronization process, you have to add them in both the Siebel and Genesys
environments as shown in Procedure: Adding additional Outbound Contact
Server fields to the synchronization process:
Procedure:
Adding additional Outbound Contact Server fields to
the synchronization process
Purpose: To add additional Outbound Contact Server fields to the
synchronization process in both the Siebel and Genesys environments.
Start of procedure
1. Create new Format object fields in the Genesys environment. See the Gplus
Adapter for Siebel CRM Deployment Guide.
2. Activate the fields in the ContactInfo integration component.
3. Rename those fields in the ContactInfo integration component according
to their names in Genesys.
4. Compile the Genesys Campaign Synchronization project and deploy the
updated *.srf file on the Siebel Server.
End of procedure
If you want to synchronize additional ContactInfo fieldsfor example, Email
Address or Fax Phone #, you have to name them as phone_X where X is the
correct value for the Genesys ContactInfo type. Refer to Table 1 on page 18
for these ContactInfo values. The highest value should not exceed the value of
the last type, which is10.
Table 9: Genesys ContactInfo Types
40
Name
Value
HomePhone
DirectBusinessPhone
BusinessWithExt
Mobile
VacationPhone
Pager
Gplus Adapter 8.0
Table 9: Genesys ContactInfo Types (Continued)

Name
Value
Modem
VoiceMail
PinPage
E-mail
10
The Style Sheet Configuration Guidelines

If you need to transform some of the synchronized data values (for example
adding calculated fields for each record in the chain), you can use the
xslTransformer configuration option of the Campaign Synchronization
Component. In this case, you have to add this option to the Genesys section,
see the Gplus Adapter for Siebel CRM Deployment Guide for more
information.The Component provides the mechanism to customize the
transformation rules through a style sheet definition.
When you create a style sheet that the Campaign Synchronization Component
uses to import Siebel Lists, the style sheet must map a set of predefined
Genesys fields, which are listed in Table 10.
Table 10: Genesys Fields that the Style Sheet Must Map
Genesys Field
contact_info
contact_info_type
crm_campaign_id
crm_camp_con_id
crm_contact_id
tz_dbid
The Campaign Synchronization Component package contains the

GplusCampSynch.xsl file, which you can use as a template to create your own
style sheet. This style sheet is an example template that replaces any values of
the TenantId field (Siebel Organization) with the constant Default
Organization. This example may be useful for customers who would like to
manage all Siebel organizations as one Genesys Tenant in the Genesys
Configuration Layer Environment (CLE).
41
Example 1 displays the file content:

Example 1
<xsl:copy>
</xsl:copy>
</xsl:template>
<xsl:template match="@TenantId">
<xsl:attribute name="TenantId">Default
Organization</xsl:attribute>
</xsl:template>
</xsl:stylesheet>
The Campaign Synchronization Component automatically generates values for

some of the predefined Genesys fields. As a result, the style sheet must not
map these fields, which are listed in Table 11.
Table 11: Genesys Fields That You Cannot Map Using the Style
Sheet
Genesys Field
record_id
chain_id
When requested to update the Genesys Calling List records, the Campaign
Synchronization Component updates all Genesys fields mapped by the style
sheet, with the exception of the fields shown in Table 12.
Table 12: Genesys Fields That You Cannot Update Using the Style
Sheet
Genesys Field
record_id
chain_id
crm_campaign_id
crm_camp_con_id
42
Gplus Adapter 8.0
You must also ensure that the corresponding Format object includes a field
definition for each Genesys field that the style sheet maps.
The Style Sheet Configuration Examples

Example 1
The code listing in this section illustrates how to configure the list import
functionality to replace the prefix XXX in phone numbers imported from
Siebel with the access code 123 in phone numbers stored in the Genesys
Calling Lists. If you use dialing filters in your Siebel environment, you will
need to perform similar replacements with the imported phone numbers.
The corresponding style sheet file is TransformXXX.xsl. It was created by
copying the GplusCampSynch.xsl file (which is a part of the Campaign
Synchronization Component installation package) and adding the elements in
the code listing below shown in bold in order to perform the substitution.
Warning! The following code listing simply illustrates a style sheet file with
entries to replace one substring with another. Genesys does not

support this modified style sheet. If you need detailed instructions
and support for customizing a style sheet, please contact Genesys
Professional Services.
43
The following code listing illustrates how to configure the list import
functionality:
<xsl:copy>
</xsl:copy>
</xsl:template>
<xsl:template match="@contact_info">
<xsl:attribute name="contact_info">
<xsl:choose>
<xsl:when test="starts-with(., 'XXX')">
<xsl:value-of select="concat('123', substring-after(.,
'XXX'))"/>
</xsl:when>
<xsl:otherwise>
<xsl:value-of select="."/>
</xsl:otherwise>
</xsl:choose>
</xsl:attribute>
</xsl:template>
<xsl:template match="Phone">
<Phone>
<xsl:choose>
<xsl:when test="starts-with(., 'XXX')">
<xsl:value-of select="concat('123', substring-after(.,
'XXX'))"/>
</xsl:when>
<xsl:otherwise>
<xsl:value-of select="."/>
</xsl:otherwise>
</xsl:choose>
</Phone>
</xsl:template>
</xsl:stylesheet>
44
Gplus Adapter 8.0
Example 2
The code listing in this section illustrates how to configure the list import
functionality to generate the field values for each Outbound Contact Server
(OCS) record based on the contact_info_type attribute.
Suppose that a customer has two additional requirements:
Change the order of the records in a chain based on the phone type: the
work phone should be listed first, and the home phone should be listed
second.
Set the values of the daily_from and daily_till fields according to the
phone type:
for work phones: daily_from = 8am and daily_till = 6pm
for home phones: daily_from = 4pm and daily_till = 9pm.
The first requirement can be done by inserting the chain_n attribute, with a
value calculated according to the contact_info_type attribute.
The corresponding style sheet file is TransformRecordAttr.xsl. It was created
by copying the GplusCampSynch.xsl file (which is a part of the Campaign
Synchronization Component installation package) and adding the elements the
code listing below shown in bold.
Warning! The following code listing simply illustrates a style sheet file with
entries to generate field values for each OCS record. Genesys does
not support this modified style sheet. If you need detailed
instructions and support for customizing a style sheet, please
contact Genesys Professional Services.
45
The following code listing illustrates how to configure the list import
functionality to generate the field values for each OCS record:
<xsl:copy>
</xsl:copy>
</xsl:template>
<xsl:template match="@contact_info_type">
<xsl:attribute name="contact_info_type"><xsl:value-of
select="."/> </xsl:attribute>
<xsl:attribute name="chain_n">
<xsl:choose>
<xsl:value-of select="1"/>
</xsl:when>
</xsl:when>
<xsl:otherwise>
</xsl:otherwise>
</xsl:choose>
</xsl:attribute>
<xsl:attribute name="daily_from">
<xsl:choose>
</xsl:when>
<xsl:otherwise>
</xsl:otherwise>
</xsl:choose>
</xsl:attribute>
<xsl:attribute name="daily_till">
<xsl:choose>
</xsl:when>
<xsl:otherwise>
</xsl:otherwise>
</xsl:choose>
</xsl:attribute>
</xsl:template>
</xsl:stylesheet>
46
Gplus Adapter 8.0
The Genesys Campaign Synchronization Business Service
The Genesys Campaign Synchronization

Business Service
The Genesys Campaign Synchronization Siebel business service, which installs
in tandem with the Gplus Adapter for Siebel CRM Campaign Synchronization
Component, encapsulates the components ability to synchronize campaign
data from the Siebel environment to the Genesys environment. The Genesys
Campaign Synchronization business service exposes a set of methods used to
perform the following tasks with the campaign data in the Genesys
environment:
Export or delete campaigns.
Export, append, or delete lists.
Assign lists to campaigns.
Insert, update, or delete list records.
Insert records to the Genesys Do Not Call list.
You import the Genesys Campaign Synchronization business service method

into the Siebel repository when you deploy the Campaign Synchronization
Component.
You can invoke the Genesys Campaign Synchronization business service as you
would invoke any other Siebel business service. For example, you can invoke
it from the:
Siebel eScript environment.
Siebel VB (Virtual Basic) environment.
Siebel workflow environment.
For descriptions of the Genesys Campaign Synchronization business services

methods and their arguments, see Using the Genesys Campaign
Synchronization Business Service on page 50. For general information about
Siebel business services and their role in Siebel applications, see your Siebel
documentation.
47
Default Scenarios for the Campaign Synchronization
Warning! If Genesys Outbound Contact Server is running when you update
the Genesys environment using the Genesys Campaign

Synchronization business service, the Outbound Contact Server is
not notified about the updates (excluding the DoNotCall records,
which update dynamically). To avoid inconsistencies in the
information between the Genesys and Siebel environments, do not
update the data for the campaigns that are being executed by the
Genesys Outbound Contact Server at the same time. In other
words, call the methods of the Genesys Campaign Synchronization
business service only for those campaigns that are not being
executed by Genesys Outbound Contact Server yet, or when
Genesys Outbound Contact Server is not running.
Default Scenarios for the Campaign

Synchronization
When installed, the Campaign Synchronization Component supports a number
of default scenarios for the campaign synchronization between the Genesys
and Siebel environments. Each scenario corresponds to a particular campaign
synchronization task. These scenarios are encapsulated by the Genesys
Campaign Synchronization business service.
The Campaign Synchronization Component uses a set of Siebel runtime events
to invoke the campaign synchronization scenarios. Table 13 lists the runtime
events that correspond to the affected Business Components.
Table 13: The Business Components and The Runtime Events
Business Component
Business Component Event
Campaign
BusComp_PreSetFieldValue
BusComp_SetFieldValue
BusComp_CopyRecord
BusComp_NewRecord
BusComp_PreDeleteRecord
BusComp_DeleteRecord
BusComp_PreWriteRecord
48
Gplus Adapter 8.0
Default Scenarios for the Campaign Synchronization
Table 13: The Business Components and The Runtime Events

(Continued)
Business Component
Business Component Event

BusComp_WriteRecord
Campaign List Contact
BusComp_CopyRecord
BusComp_NewRecord
BusComp_WriteRecord
Campaign Load Wave
BusComp_WriteRecord
Consumer, Contact, Employee,

List Mgmt Prospective Contact,
Person, User
BusComp_PreSetFieldValue
BusComp_SetFieldValue
BusComp_WriteRecord
Position
BusComp_PreAssociate
BusComp_Associate
You can customize or extend the default campaign synchronization scenarios

by modifying the Genesys Campaign Synchronization business service and the
runtime events referenced in Table 13. Or, you can use this business service
and these runtime events as starting points in creating your own campaign
synchronization scenarios.
49
Using the Genesys Campaign Synchronization
Using the Genesys Campaign

Synchronization Business Service
This section provides the general guidelines on how to use the
Genesys Campaign Synchronization business service to develop campaign
synchronization scenarios between the Siebel and Genesys applications. It also
describes the methods that this business service exposes, and presents an
example of Siebel eScript that invokes some of those methods. The section
contains the following subsections:
The Method Usage Guidelines, page 50
The Method Descriptions, page 51
The eScript Example, page 56
Note: The default scenarios of the Genesys Gplus Campaign
Synchronization Component, based on the runtime events, implement

real-time synchronization between the Siebel and Genesys databases.
This means that all changes in the assigned Siebel Calling Lists
automatically transfer to the Genesys environment. When you use
your own scenarios, you must disable this automatic update generated
by the Genesys runtime events to avoid double synchronization. In
this case, you should not install the Genesys runtime events in order to
prevent the automatic update by default scenarios.
The Method Usage Guidelines

Most of the Genesys Campaign Synchronization business service methods take
either one or two string arguments. The arguments mentioned in the following
descriptions are required except where they are listed as optional.
A call to the PreSubmitRequests method must precede the calls to any other
methods of the Genesys Campaign Synchronization business service, and a call
to the SubmitRequests method must follow all other Genesys Campaign
Synchronization business service method calls. You can think of this required
calling order as analogous to a transaction, in which the PreSubmitRequests
method defines the beginning of a group of related operations, and the
SubmitRequests method commits the whole group. However, this is just an
analogythese two methods do not actually implement the transactional
behavior.
50
Gplus Adapter 8.0
The Method Descriptions

The entries in this section describe the following methods of the
Genesys Campaign Synchronization business service:
The PreSubmitRequests Method, page 51
The SubmitRequests Method, page 51
The ExportCampaign Method, page 52
The DeleteCampaign Method, page 52
The ExportLists Method, page 52
The AppendList Method, page 53
The DeleteLists Method, page 53
The AssignLists Method (obsolete), page 54
The ExportCampaignWithLists Method, page 54
The DeleteCampaignWithLists Method, page 54
The InsertListRecords Method, page 55
The UpdateListRecords Method, page 55
The DeleteListRecords Method, page 55
The InsertDNCListRecord Method, page 56
The DeleteDNCListRecord Method (obsolete), page 56
The PreSubmitRequests Method

A call to this method should precede any other calls to methods of the
Genesys Campaign Synchronization business service.
Arguments
[None.]
The SubmitRequests Method

A call to this method should follow any other calls to the methods of the
Genesys Campaign Synchronization business service. When this method is
invoked, all requests made after the last PreSubmitRequests method call are
sent to the Campaign Synchronization Component. For related information,
see Synchronization Summary Usage on page 59.
Arguments
ReferenceValue1
Optional: The user-defined value that you can use to

select records from the Genesys Synch Summary
business component after the synchronization is
complete.
ReferenceValue2

51

complete.
ReferenceValue3

complete.
The ExportCampaign Method

This method creates a request to the Genesys Campaign Synchronization
Component to export a specified Siebel campaign to the Genesys environment.
For the exported campaign, the Campaign Synchronization Component creates
a Campaign object in the Genesys Configuration Layer. This object is placed in
a Campaign folder assigned to the Siebel user who created this campaign. Also,
this method adds to the Campaign object, a list of all Siebel segments/lists
assigned to this campaign.
Argument
CampaignId
A string representing the ID of the Siebel campaign that is

exported to the Genesys environment.
The DeleteCampaign Method

This method creates a request sent to the Campaign Synchronization
Component to delete a specific Siebel campaign exported from the Genesys
environment. The Campaign Synchronization Component deletes the
corresponding Campaign object from the Genesys Configuration Layer.
Argument
CampaignId
A string representing the ID of the Siebel Campaign that is

deleted from the Genesys environment.
The ExportLists Method

This method creates a request to the Campaign Synchronization Component to
export (to the Genesys environment) all of the lists that are assigned to a
specified Siebel campaign. The contacts directly assigned to the Siebel
campaign are exported as a separate list. For each exported list, the Campaign
Synchronization Component does the following:
52
Creates a Table Access object in the Genesys Configuration Layer. This

object is placed in a Table Access folder assigned to the Siebel user
performing the export.
Gplus Adapter 8.0
Creates a Calling List object in the Genesys Configuration Layer. This

object is created in a Calling List folder assigned to the Siebel user
performing the export.
Creates a database table, and a set of indexes related to that table, located
in a database corresponding to the Database Access Point assignment of
the Siebel user performing the export.
Populates the created database table with records based on the contact
information from the list.
Argument
CampaignId
A string representing the ID of the Siebel campaign whose lists

are exported to the Genesys environment.
The AppendList Method

Component to append an existing list in the Genesys environment that
corresponds to the Siebel list specified by the CampaignId and ListId
parameters. The only records appended are those based on the contacts that are
absent from the Genesys list.
Arguments
CampaignId
A string representing the ID of the Siebel campaign to which

the Siebel List belongs.
ListId
(Optional argument:) A string representing the ID of the Siebel

List. If this argument is not specified, the Campaign
Synchronization Component appends the contacts that are
directly assigned to the specified Siebel campaign, but absent
from the corresponding Genesys List.
The DeleteLists Method

delete (from the Genesys environment) all of the exported lists that are
assigned to the specified Siebel campaign. This request also includes the list of
contacts directly assigned to the Siebel campaign. For each deleted list, the
Campaign Synchronization Component does the following:
Deletes the corresponding Calling List object from the Genesys

Configuration Layer.
Deletes the corresponding Table Access object from the Genesys

Configuration Layer.
Drops the related database table with the list records.
53
Argument
CampaignId
A string representing the ID of the Siebel campaign whose lists

are deleted from the Genesys environment.
The AssignLists Method (obsolete)

This method is obsolete. All Siebel segments/lists are assigned to a Campaign
object in the Genesys environment using the ExportCampaign method.
Arguments
CampaignId
A string representing the ID of the Siebel campaign whose

exported lists are assigned to another exported Siebel
Campaign in the Genesys environment.
ToCampaignId
A string representing the ID of the second exported Siebel

Campaign. This is the campaign to which the lists should be
reassigned in the Genesys environment.
The ExportCampaignWithLists Method

Component to export a given Siebel campaign (and all the lists assigned to this
campaign) to the Genesys environment. The exported lists are then assigned to
the corresponding exported campaign in the Genesys environment.
In its implementation, this method uses the following related methods. For
additional details, please see the descriptions for those methods:
The ExportCampaign Method (see page 52)
The ExportLists Method (see page 52)
Argument
CampaignId

definition and lists is exported to the Genesys environment.
The DeleteCampaignWithLists Method

Component to delete a specific exported Siebel campaign (and all of the
exported lists assigned to this campaign) from the Genesys environment. In its
implementation, this method uses the following related methods listed below.
For additional details, please see the descriptions for those methods:
54
The DeleteCampaign Method (see page 52)
The DeleteLists Method (see page 53)
Gplus Adapter 8.0
Argument
CampaignId

definition and lists are deleted from the Genesys environment.
The InsertListRecords Method

Component to insert records for a specified Siebel Campaign List Contact into
the corresponding list in the Genesys environment. The list to be updated is
determined based on the Siebel campaign, and on the Siebel list, to which the
Campaign List Contact is assigned.
Argument
CampaignListContactId
A string representing the ID of the Siebel

Campaign List Contact whose records are inserted
in the Genesys environment.
The UpdateListRecords Method

update records in the Genesys environment for a specified Siebel Campaign
List Contact. The Genesys List to be updated is determined based on the Siebel
campaign, and on the Siebel List, to which the Campaign List Contact is
assigned.
Argument

Campaign List Contact whose records is updated in
the Genesys environment.
The DeleteListRecords Method

The DeleteListRecords method creates a request to the Campaign
Synchronization Component to delete records from the Genesys environment
for a specified Siebel Campaign List Contact. The Genesys List to be updated
is determined based on the Siebel campaign, and on the Siebel List, to which
the Campaign List Contact is assigned.
Argument

Campaign List Contact whose records is deleted in
the Genesys environment.
55
The InsertDNCListRecord Method

insert a given customer ID or phone number into the Do Not Call list in the
Genesys environment.
Arguments
CustomerId
(Optional argument:) A string representing the customer ID

that is inserted into the Do Not Call list in the Genesys
environment.
Phone
(Optional argument:) A string representing the phone number

that is inserted into the Do Not Call list in the Genesys
environment.
The DeleteDNCListRecord Method (obsolete)

This method is obsolete. The method is left in the API for the backward
compatibility with older versions of the Campaign Synchronization
(Outbound) Component.
Arguments
CustomerId
(Optional argument:) A string representing the customer ID

that is deleted from the Do Not Call list in the Genesys
environment.
Phone
(Optional argument:) A string representing the phone number

that is deleted from the Do Not Call list in the Genesys
environment.
The eScript Example

The following eScript listing provides an example of campaign
synchronization from the Siebel environment to the Genesys environment. The
eScript shown in Example 1 invokes the following methods of the Genesys
Campaign Synchronization business service:
PreSubmitRequests
ExportCampaignWithLists
ExportLists
SubmitRequests
Comments embedded in the eScript clarify the flow of control.

Note: This eScript is provided as an illustration only, and is not supported by
Genesys.
56
Gplus Adapter 8.0
Example 1
function ExportCampaignH(CampaignId)
{
// Function to export a given Siebel Campaign and its immediate
children
// to Genesys environment using Genesys Campaign Synchronization
Business Service in
// Compatibility mode.
//
// Function does not create Genesys Campaign objects for the
Child
// Campaigns of the exported Siebel Campaign. All Lists
// from the Child Campaigns in Siebel are assigned to the
// exported Siebel Campaign in Genesys.
var svGenesys = TheApplication().GetService(Genesys Campaign
Synchronization);
var psInput = TheApplication().NewPropertySet();
var psOutput = TheApplication().NewPropertySet();
svGenesys.InvokeMethod("PreSubmitRequests", psInput, psOutput);
// Create a request to export the specified Siebel Campaign with
its
// Lists to Genesys
// NOTE: In Compatibility mode, all lists of the exported
Campaign
// and its Child campaigns have been assigned to the Campaign
here.
// In Regular mode, the Genesys Adapter assigns lists of the
current Campaign only.
psInput.SetProperty(CampaignId, CampaignId);
svGenesys.InvokeMethod("ExportCampaignWithLists", psInput,
psOutput);
// Determine all children of the exported Siebel Campaign
var boCampaign = TheApplication().GetBusObject("Campaign");
var bcCampaign = boCampaign.GetBusComp("Campaign");
var bIsRecord;
with (bcCampaign)
{
ActivateField("Parent Source Id");
ClearToQuery();
SetSearchSpec("Parent Source Id", CampaignId);
ExecuteQuery(ForwardOnly);
bIsRecord = FirstRecord();
}
57
var sChildCampaignId;
while (bIsRecord)
{
// For each Child Campaign, create a request to export its
Lists
// to Genesys
sChildCampaignId = bcCampaign.GetFieldValue("Id");
psInput = TheApplication().NewPropertySet();
psOutput = TheApplication().NewPropertySet();
psInput.SetProperty("CampaignId", sChildCampaignId);
svGenesys.InvokeMethod("ExportLists", psInput, psOutput);
bIsRecord = bcCampaign.NextRecord();
}
// Submit all created requests for execution
with (psInput)
{
SetProperty(ReferenceValue1, ExportCampaignWithLists);
SetProperty(ReferenceValue2, CampaignId);
//SetProperty(ReferenceValue3, Something);
}
svGenesys.InvokeMethod("SubmitRequests", psInput, psOutput);
sChildCampaignId = null;
bIsRecord = null;
bcCampaign = null;
boCampaign = null;
psOutput = null;
psInput = null;
svGenesys = null;
}
58
Gplus Adapter 8.0
Synchronization Summary Usage

The summary information about the results of the data synchronization
requests is collected in the Siebel environment by using the Genesys Synch
Summary Siebel Business Component. This section provides the guidelines for
using the Genesys Synchronization Summary business component functionality.
It contains the following subsections:
The Synchronization Summary Format, page 59
Using the Genesys Synch Summary Business Component, page 61
The Gplus Adapter for Campaign Synchronization, after executing a data

synchronization request in the Genesys environment, sends the
synchronization summary information about the request back to Siebel in the
corresponding response. The summary information is then stored in a Genesys
Synch Summary Siebel Business Component.
The Genesys Synch Summary Siebel Business Component can be used to create
one or more Siebel client views to show the synchronization summary results
to the user.
Customers who want the synchronization summary information should change
the value of the synchSummary configuration option of the Genesys Campaign
Synchronization Application object in the Genesys Configuration Manager
Environment to true.
The Synchronization Summary Format

The Campaign Synchronization application (running in the Genesys
environment) sends the synchronization summary information back to the
Siebel environment for each data synchronization request in the body of the
corresponding response. The synchronization summary is an .xml format
document and the structure of this document is described in Table 8 on
page 39.
Note: In certain cases, particularly when a non-database (DB) related error
occurs during a synchronization operation, the synchronization

summary document may be empty.
59
Table 14: Structure of the Synchronization Summary in .XML

Documents
Field
Description
Object
The type of object in Genesys affected by the data

synchronization request (Campaign, Calling List,
Calling List Record, and so on.)
ObjectN
The number of Genesys objects of the same type

affected by the data synchronization request.
Operations
The performed operation (ADD, CHANGE, DELETE, and so

on.)
OperationsStatus
The status of the performed operation (SUCCESS,

FAILURE.)
AuxValue1
The additional information that varies based on the

request.
AuxValue2

request.
AuxValue3

request.
The Genesys Synch Summary Business Component, which is used to collect

synchronization summary information, has fields similar to those in Table 8. In
addition, this Business Component has three Reference Value fields to simplify
the record selection. The mapping between the Genesys Synch Summary
Business Component fields and the columns from its base table,
CX_GEN_SYN_SUM, is shown below in Table 15.
Table 15: The Synchronization Summary Business Component
Map
60
Genesys Synch
Summary
Business Component
Field
CX_GEN_SYN_SUM
Table Field
CX_GEN_SYN_SUM
Table Field Type
Object
OBJECT
varchar(30)
ObjectN
OBJECT_N
numeric(22,10)
Operations
OPERATION
varchar(30)
OperationsStatus
OPERATION_ST
varchar(30)
AuxValue1
AUX_VAL1
varchar(75)
Gplus Adapter 8.0
Table 15: The Synchronization Summary Business Component

Map (Continued)
Genesys Synch
Summary
Business Component
Field
CX_GEN_SYN_SUM
Table Field
CX_GEN_SYN_SUM
Table Field Type
AuxValue2
AUX_VAL2
varchar(75)
AuxValue3
AUX_VAL3
varchar(75)
Reference Value 1
REF_VAL1
varchar(75)
Reference Value 2
REF_VAL2
varchar(75)
Reference Value 3
REF_VAL3
varchar(75)
Using the Genesys Synch Summary Business Component

To use the Genesys Synch Summary Business Component, you work with the
SubmitRequests method of the Genesys Campaign Synchronization Siebel
business service. This method provides the following optional input
arguments: ReferenceValue1, ReferenceValue2,and ReferenceValue3. These
input arguments contain user-defined values that you can use to select records
from the Genesys Synch Summary Business Component after the
synchronization is complete. Refer to the section, The SubmitRequests
Method on page 51.
The following Siebel eScript code fragment illustrates how these arguments
can be used:
Example 1
function ExportList (CampaignId, ListId)

{
// Obtain Genesys Campaign Synchronization Business Service
var svGenesys =
TheApplication().GetService("Genesys Campaign Synchronization");
//
// Prepare the service for request submission
//
var psInput = TheApplication().NewPropertySet();
var psOutput = TheApplication().NewPropertySet();
svGenesys.InvokeMethod("PreSubmitRequests", psInput, psOutput);
//
// Create a request to export the specified
// Siebel Campaign List
//
61
psInput.SetProperty("CampaignId", CampaignId);
psInput.SetProperty("ListId", ListId);
svGenesys.InvokeMethod("ExportList", psInput, psOutput);
//
// Submit the request for execution
//
psInput.SetProperty("ReferenceValue1", "LIST EXPORT");
svGenesys.InvokeMethod("SubmitRequests", psInput, psOutput);
psOutput = null;
psInput = null;
svGenesys = null;
}
The data synchronization requests submitted to the Campaign Synchronization

Component using the PreSubmitRequests and SubmitRequests methods of the
Genesys Campaign Synchronization business service will complete
asynchronously.
Upon the completion of each request issued between the PreSubmitRequests
and SubmitRequests methods, the implementation calls the Appended method of
the Genesys Campaign Synchronization business service. The call to this
method provides a call-back mechanism that allows you to implement the
customized processing (for example, displaying a Siebel view with the
synchronization results, sending an e-mail message, and so on) of the data
synchronization results stored in the Genesys Synch Summary Business
Component. You can do this by modifying the default implementation of the
Appended method.
You can select the relevant synchronization summary information by
specifying values for the Reference Value arguments. You can enter a value as
any string that does not exceed 75 characters in length. The SubmitRequests
method passes these values to the Appended method.
Example 2 is a hypothetical implementation of the Appended method of the
Genesys Campaign Synchronization business service that selects the
synchronization summary records that correspond to the data synchronization
requests issued by the ExportList function described above in Example 1:
Example 2
function Appended(RefValue1, RefValue2, RefValue3)

{
//
// Obtain Genesys Synch Summary Business Component
//
var boGenSynchSummary
= TheApplication().GetBusObject("Genesys Synch Summary");
62
Gplus Adapter 8.0
var bcGenSynchSummary
= boGenSynchSummary.GetBusComp("Genesys Synch Summary");
//
// Query Genesys Synch Summary
//
with (bcGenSynchSummary)
{
ActivateField("Reference Value 1");
ActivateField("Object");
ActivateField("Object #");
ActivateField("Operation");
ActivateField("Operation Status");
ClearToQuery();
SetSearchSpec("Reference Value 1", RefValue1);
ExecuteQuery(ForwardOnly);
}
//
// Do something with selected records
//
...
bcGenSynchSummary = null;
boGenSynchSummary = null;
}
63
64
Gplus Adapter 8.0
Chapter
Campaign Synchronization
Component 8.0.1
This chapter provides a developer's overview of the Gplus Adapter Campaign
Synchronization Component, focusing on the customization options and how
to use them. The information contained herein is valid for the Campaign
Synchronization Component release 8.0.1 and later. Each topic in this chapter
describes one aspect of the Component that you can use to customize the
campaign synchronization between the Siebel and Genesys environments. The
following topics are included in this chapter:
The Solution Overview, page 65
The Genesys Campaign Synchronization Server API Representation,
page 66
The Siebel Campaign Synchronization API Representation, page 121
For a functional overview of the complete Gplus Adapter and its integration
with the Siebel software, see the Gplus Adapter 8.0 for Siebel CRM User's
Guide. For a detailed description of the Siebel EAI architecture, see your
Siebel documentation.
The Solution Overview

The 8.0.1 version of the Gplus Adapter for Siebel CRM Campaign
Synchronization Component is a new product in comparison to the earlier
versions (7.5 and 8.0) of the Campaign Synchronization Component.
Campaign Synchronization Data Flow

Refer to the Gplus Adapter for Siebel CRM User's Guide for the explanation of
the data interaction between the Siebel and Genesys sections of the Adapter.
65
The Genesys Campaign Synchronization Server API

Whereas your calls to the Genesys Campaign Synchronization business
services' methods determine what synchronization tasks the Campaign
Synchronization Component performs, the specific way in which the
Campaign Synchronization Component maps the Siebel fields to the Genesys
fields depends on two things:
The Genesys Configuration Layer Format object that is specified by the

Format Application configuration option. The Format object contains fields
that form a structure for a database table.
The custom fields and phone numbers specified during the deployment
process.
The default value for the Format option used by the Campaign Synchronization
Component is GplusCampSynch. You create the Format object and specify the
custom fields and phone numbers according to the instructions provided in the
Gplus Adapter 8.0 for Siebel CRM Deployment Guide.
Using the Format option, you can specify a different format at any time.
The Genesys Campaign Synchronization

Server API Representation
The Campaign Synchronization Server provides a web-based interface to
communicate with the clients. The Server acts as a simple web server that
processes the HTTP messages of the POST request method.
Note: Other HTTP request methods (for example, GET) are not supported.
The input parameters of the Campaign Synchronization Server are transferred

through the HTTP requests and the output parameters are transferred through
the HTTP responses using XML messages.
The format of XML messages is specific to the application and is described in
this document.
A single Campaign Synchronization Server can simultaneously process
requests from several clients. Each client should be responsible for a unique set
of campaigns and must have its own unique identifier. In the out-of-the-box
solution, these clients are represented by the CampSynch Configuration Objects
on Siebel side (see the Gplus Adapter for Siebel CRM User's Guide for more
details).
66
Gplus Adapter 8.0
The Campaign Synchronization Server's API methods can be divided into the
following three groups:
The methods used to synchronize the campaign data from the Siebel side to
the Genesys side:
CampSynch - Create Campaign (see, page 75)
CampSynch - Delete Campaign (see, page 78)
CampSynch - Merge Calling List Begin (see, page 81)
CampSynch - Merge Calling List Data (see, page 84)
CampSynch - Merge Calling List Commit (see, page 89)
CampSynch - Delete Calling List (see, page 92)
CampSynch - Activate Calling List (see, page 95)
CampSynch - Deactivate Calling List (see, page 98)
CampSynch - Merge Contact Record (see, page 101)
CampSynch - Delete Contact Record (see, page 105)
The method used to query the updates (deltas) for the call results and
number of call attempts:
CampSynch - Query Call Results Delta (see, page 111)
The methods used to query the data from the Genesys side to the Siebel
side (particularly, the query call results for an entire campaign, a calling
list, or a contact.)
CampSynch - Query Call Results by Campaign (see, page 114)
CampSynch - Query Call Results by Calling List (see, page 116)
CampSynch - Query Call Results by Contact (see, page 118)
Each method group has its own specific behavior, parameters, and
limitationsfor example, only one request can be processed at a time for each
of the first two method groups. This behavior is to ensure that the correct
sequence of operations and the correct synchronization are performed as a
result.
67
Frequently Used Input Parameters

There is a set of parameters that is commonly used for almost all of the
requests. To avoid repetition, these parameters are collected in Table 16. They
are referenced from the requests description.
Table 16: The Frequently Used Input Parameters
Parameter
Description
RequestId
The unique request identifier.
ConfigurationId
The client identifier.

In the out-of-the-box solution, it is an identifier of a
special configuration object in Siebel CRM that represents
a connection to a particular Campaign Synchronization
Server and is responsible for the synchronization of a
particular set of campaigns.
This parameter is used to avoid the simultaneous request
execution in the scope of the aforementioned
configuration object.
CampaignName
The campaign name to which a request is associated.
ListName
The calling list name to which a request is associated.
Summary
Specifies whether the information about the request

execution process (synchronization summary) should be
included into the output parameters (response).
Valid values:
Y: Include the synchronization summary.
N: Do not include the synchronization summary.
Complex Type Parameters

There is a set of complex type parameters that are used in several of the
requests. To avoid repetition, these parameters are collected in Table 17. They
are referenced from the requests description.
Table 17: The Complex Type Parameters
Parameter
Sub-Parameter
Mandatory
Field
68
Description
The custom field description.
FieldName
Yes
The data field name.
FieldValue
Yes
The data field value.
Gplus Adapter 8.0
Table 17: The Complex Type Parameters (Continued)

Parameter
Sub-Parameter
Mandatory
Phone
Description
The phone number.
PhoneType
Yes
Phones
The phone type. This value must

correspond to any Genesys phone type.
Refer to the Outbound Contact Solution
documentation for more details.
An array of phones. Can be set to
zero-sized.
Phone
No
CustomFields
A complex parameter. See, Phone.

An array of custom fields. Can be set ti
zero-sized.
Field
No
ContactInfo
A complex parameter. See, Field.

The Siebel contact data.
crm_campaign_id
Yes
The Siebel campaign identifier.
crm_contact_id
Yes
The global Siebel contact identifier.
crm_camp_con_id
Yes
The Siebel contact identifier in scope of

the particular Siebel campaign.
tz_name
Yes
The contact's time zone name. Refer to

the Gplus Adapter for Siebel CRM
Deployment Guide for more details on
how to configure and synchronize the
time zones between the Siebel side and
the Genesys side.
do_not_call
Yes
Specifies whether the contact should be

marked as one that must not be called
during campaign processing.
Valid values:
Y: Mark the contact as do not call.
N: Do not mark the contact as do not call.
Phones
Yes
A complex parameter. See, Phones.
CustomFields
Yes
A complex parameter. See,

CustomFields.
69
Table 17: The Complex Type Parameters (Continued)

Parameter
Sub-Parameter
Mandatory
ContactRef
Description
The reference to a Siebel contact
crm_campaign_id
Yes
The Siebel campaign identifier.
crm_contact_id
Yes
The global Siebel contact identifier.
crm_camp_con_id
Yes
The Siebel contact identifier in scope of

the particular Siebel campaign.
ContactList
An array of contacts. Can be set to

zero-sized.
ContactInfo
No
CampaignList
A complex parameter. See, ContactInfo.

An array of campaigns. Can be set to
zero-sized.
CampaignName
Yes
The campaign name to get the call

results for.
BatchMode
Yes
Specifies whether the batch mode for the

campaign should be turned on or off.
Valid values:
Y - turn the batch mode on
N - turn the batch mode off.
Synchronizing the Campaign Data from Siebel to Genesys

The methods listed in this group are designed to synchronize the campaign
data from the Siebel side to the Genesys side.
These methods are designed to support the double call tolerance policy. It
means that the same method can be called several times, but the result is the
samefor example, if the required data object already exists then the
corresponding creating method will do nothing but return a successful
response. If the required object does not exist then the corresponding deleting
method will do nothing but return a successful response.
70
Gplus Adapter 8.0

The entries in this section describe the following methods:
The Common Method's Response, page 72
The CampSynch - Create Campaign Method, page 75
The CampSynch - Delete Campaign Method, page 78
The CampSynch - Merge Calling List Begin Method, page 81
The CampSynch - Merge Calling List Data Method, page 84
The CampSynch - Merge Calling List Commit Method, page 89
The CampSynch - Delete Calling List Method, page 92
The CampSynch - Activate Calling List Method, page 95
The CampSynch - Deactivate Calling List Method, page 98
The CampSynch - Merge Contact Record Method, page 101
The CampSynch - Delete Contact Record Method, page 105
71
The Common Method's Response

All of the methods in this group produce responses of an identical type.
Table 18 describes the output parameters for this method.
Table 18: The Common Response Parameters
Parameter
Mandatory
Description
RequestId
Yes
The request identifier.
ResultCode
Yes
The result of the request execution process.

This parameter can be one of following values:
100: OK. Successfully executed.
200 - 299: Confidential fault, which means that the request fails
for some unrecoverable reason.

300 - 399: Non-confidential fault, which means that a
recoverable error occurs and the request can be successfully
processed next time.
400 and higher: Critical fault, which means that not one
request can be processed until the cause of the error is found.
ResultDescription
Yes
The textual result description.
Summary
No
The detailed information about the request execution process

the synchronization summary.
72
Gplus Adapter 8.0
XML Schema 1 illustrates the XML schema of the common method response.
XML Schema 1
<?xml version="1.0" encoding="utf-8"?>
<xs:schema attributeFormDefault="unqualified" elementFormDefault="qualified"
xmlns:xs="http://www.w3.org/2001/XMLSchema">
<xs:element name="GCampSynchResponse">
<xs:complexType>
<xs:sequence>
<xs:element name="RequestId" type="xs:string" minOccurs="1" maxOccurs="1"/>
<xs:element name="ResultCode" type="xs:unsignedInt" minOccurs="1" maxOccurs="1"/>
<xs:element name="ResultDescription" type="xs:string" minOccurs="1" maxOccurs="1"/>
<xs:element name="Summary" type="xs:string" minOccurs="0" maxOccurs="1"/>
</xs:sequence>
<xs:attribute name="APIVersion" type="xs:decimal" use="required" />
<xs:attribute name="Name" type="xs:string" use="required" />
</xs:complexType>
</xs:element>
</xs:schema>
73
Example 1 illustrates an example of the common method response.

Example 1
<?xml version="1.0" encoding="UTF-8" standalone="no" ?>
<GCampSynchResponse APIVersion="2.0" Name="CampSynch - Merge Calling List Begin">
<RequestId>1-1TSD</RequestId>
<ResultCode>100</ResultCode>
<ResultDescription>OK</ResultDescription>
<Summary>
Request: 'CampSynch - Merge Calling List Begin'
Parameters:
CampaignName = 'TestOL1_Load_1_ol'
ListName = 'TestOL1_Load_1_Wave_1_ol'
FolderName = ''
InitialListState = 'Activated'
Actions:
[CME] Root folder 'Campaigns' found
[CME] Folder '/f1/f2' already exists
[CME] Table access 'TestOL1_Load_1_Wave_1_ol' has been created
[CME] Folder '/f1/f2' already exists
[CME] Table name 'CLT_123' has been updated
[CME] Calling list 'TestOL1_Load_1_Wave_1_ol' has been created
[CME] Calling list 'TestOL1_Load_1_Wave_1_ol' has been appended
[CME] Calling list 'TestOL1_Load_1_Wave_1_ol' has been activated
[DB] table: 'CLT_123_copy' has been dropped
[DB] table: 'CLT_123' has been created
[DB] table: 'CLT_123_copy' has been created
[DB] index: 'CLT_123_copy_chain_idx' has been created
[DB] request history table is available
</Summary>
</GCampSynchResponse>
74
Gplus Adapter 8.0
The CampSynch - Create Campaign Method

This method creates a Campaign object in the Genesys Configuration Database.
This Campaign object is created without any calling lists.
Note: After a Campaign object is created and the calling lists are
synchronized, you still must perform the manual steps to finish the
campaign configuration by using Genesys Configuration Manager.
Table 19 describes the input parameters for the CampSynch - Create Campaign
method.
Table 19: The CampSynch - Create Campaign Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
See, ConfigurationId.
CampaignName
Yes
See, CampaignName.
Summary
Yes
See, Summary.
GenesysTemplate
Campaign
No
The Genesys campaign name that should be used as a template

to finish the configuration.
Note: This functionality is not implemented!
FolderName
No
The folder name in the Configuration Database where a

campaign is placed. If not specified, the campaign is created
under the Campaigns folder.
75
XML Schema 2 illustrates the XML schema of the CampSynch - Create

Campaign method request.
XML Schema 2
<xs:element name="GCampSynchRequest">
<xs:complexType>
<xs:sequence>
<xs:element name="NBParameters" minOccurs="1" maxOccurs="1">
<xs:complexType>
<xs:sequence>
<xs:element name="ConfigurationId" type="xs:string" minOccurs="1"
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name="Parameters" minOccurs="1" maxOccurs="1">
<xs:complexType>
<xs:sequence>
<xs:element name="CampaignName" type="xs:string" minOccurs="1" maxOccurs="1"/>
<xs:element name="GenesysTemplateCampaign" type="xs:string" minOccurs="0"
maxOccurs="1"/>
<xs:element name="FolderName" type="xs:string" minOccurs="0" maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
76
Gplus Adapter 8.0
Example 2 illustrates a request to create a Campaign object named

TestOL1_Load_1 under the Campaigns/folder_ol folder. The synchronization
summary should be included into the response.
Example 2
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Create Campaign">
<NBParameters>
<RequestId>1-20W5H</RequestId>
<ConfigurationId>1-2A1B</ConfigurationId>
</NBParameters>
<Parameters>
<CampaignName>TestOL1_Load_1</CampaignName>
<Summary>Y</Summary>
<FolderName>folder_ol</FolderName>
</Parameters>
</GCampSynchRequest>
77
The CampSynch - Delete Campaign Method

This method deletes a campaign from the Genesys side, including the objects
found in the Configuration Database, the calling lists that are associated with
the campaign, the Outbound Database tables that are related to the
corresponding calling lists.
Table 20 describes the input parameters for the CampSynch - Delete Campaign
method.
Table 20: The CampSynch - Delete Campaign Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
CampaignName
Yes
See, CampaignName.
Summary
Yes
See, Summary.
78
Gplus Adapter 8.0
XML Schema 3 illustrates the XML schema of the CampSynch - Delete

Campaign method request.
XML Schema 3
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:complexType>
<xs:sequence>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
79
Example 3 illustrates a request to delete a campaign named TestOL1_Load_1.

The synchronization summary should be included into the response.
Example 3
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Delete Campaign">
<NBParameters>
<RequestId>1-2DFP3</RequestId>
<ConfigurationId>1-1Z1N1</ConfigurationId>
</NBParameters>
<Parameters>
</Parameters>
80
Gplus Adapter 8.0
The CampSynch - Merge Calling List Begin Method

This method is the first of the three following methods listed that are designed
for the calling list synchronization:
CampSynch - Merge Calling List Begin
CampSynch - Merge Calling List Data
CampSynch - Merge Calling List Commit
These methods do the following merge operations under the calling list:
If a calling list does not exist, then one is created.
If a calling list exists, then the new contacts are merged with old ones.
This method creates the Calling List and Table Access objects in the
Configuration Database, associates these objects, and then adds the calling list
to the corresponding Genesys campaign.
The calling list can be added to the Genesys campaign in either the active or
the inactive state. Whether or not the calling list is processed by the outbound
solution depends on its state. The Genesys campaign to which the calling list
should be added must be present in the Configuration Database at the moment
of the execution request.
Table 21 describes the input parameters for the CampSynch - Merge Calling
List Begin method.
Table 21: The CampSynch - Merge Calling List Begin Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
Summary
Yes
See, Summary.
InitialListState
No
Specifies the state of the calling list.

Valid values:
1. Activated (default)
2. Deactivated
81
XML Schema 4 illustrates the XML schema of the CampSynch - Merge Calling
List Begin method request:
XML Schema 4
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:complexType>
<xs:sequence>
<xs:element name="ListName" type="xs:string" minOccurs="1" maxOccurs="1"/>
<xs:element name="InitialListState" type="xs:string" minOccurs="0"
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
82
Gplus Adapter 8.0
Example 4 illustrates a request to initiate the synchronization of the

TestOL1_Load_1_Wave_1 calling list to the TestOL1_Load_1 campaign. The
calling list should be activated. The synchronization summary should be
included into the response.
Example 4
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Merge Calling List Begin">
<NBParameters>
<RequestId>1-1TSD</RequestId>
<ConfigurationId>1-1F2X</ConfigurationId>
</NBParameters>
<Parameters>
<ListName>TestOL1_Load_1_Wave_1</ListName>
<InitialListState>Activated</InitialListState>
</Parameters>
83
The CampSynch - Merge Calling List Data Method

This method is the second of the three following methods listed that are
designed for the calling list synchronization:
This method is designed to send a portion of the contacts data to the Genesys
side. This method may be called a multiple of times, providing different
portions of the contacts data each time.
Also, this method adds the corresponding Do Not Call contact's information
into the Genesys Outbound Solution.
List Data method.
Table 22: The CampSynch - Merge Calling List Data Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
Summary
Yes
See, Summary.
ContactList
Yes
The list of the Siebel contacts. See the section, Complex Type
Parameters on page 68.
84
Gplus Adapter 8.0
List Data method request:
XML Schema 5
<xs:complexType>
<xs:sequence>
<xs:element name="NBParameters">
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:complexType>
<xs:sequence>
<xs:element name="ContactList" minOccurs="1" maxOccurs="1">
<xs:complexType>
<xs:sequence>
<xs:element maxOccurs="unbounded" name="ContactInfo">
<xs:complexType>
<xs:sequence>
<xs:element name="crm_campaign_id" type="xs:string" minOccurs="1"
maxOccurs="1"/>
<xs:element name="crm_contact_id" type="xs:string" minOccurs="1"
maxOccurs="1"/>
<xs:element name="crm_camp_con_id" type="xs:string" minOccurs="1"
maxOccurs="1"/>
<xs:element name="tz_name" type="xs:string" minOccurs="1"
maxOccurs="1"/>
<xs:element name="do_not_call" type="xs:string" minOccurs="1"
maxOccurs="1"/>
<xs:element name="Phones">
<xs:complexType>
<xs:sequence>
<xs:element maxOccurs="unbounded" name="Phone">
<xs:complexType>
85
<xs:simpleContent>
<xs:extension base="xs:string">
<xs:attribute name="PhoneType" type="xs:unsignedByte"
use="required" />
</xs:extension>
</xs:simpleContent>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name="CustomFields">
<xs:complexType>
<xs:sequence>
<xs:element name="Field" minOccurs="0" maxOccurs="unbounded">
<xs:complexType>
<xs:sequence>
<xs:element name="FieldName" type="xs:string"
minOccurs="1" maxOccurs="1"/>
<xs:element name="FieldValue" type="xs:string"
minOccurs="1" maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
86
Gplus Adapter 8.0
Example 5 illustrates a request to pass three contacts of the

TestOL1_Load_1_Wave_1 calling list of the TestOL1_Load_1 campaign. The
synchronization summary is included into the response.
Example 5
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Merge Calling List Data">
<NBParameters>
<RequestId>1-1TSDTTTT1</RequestId>
</NBParameters>
<Parameters>
<ContactList>
<ContactInfo>
<crm_campaign_id>1-ERKI</crm_campaign_id>
<crm_contact_id>1-103CF</crm_contact_id>
<crm_camp_con_id>1-11BZI</crm_camp_con_id>
<tz_name>(GMT+02:00) Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius</tz_name>
<do_not_call>N</do_not_call>
<Phones>
<Phone PhoneType="1">4445557799</Phone>
</Phones>
<CustomFields></CustomFields>
</ContactInfo>
<ContactInfo>
<crm_contact_id>1-11BZP123</crm_contact_id>
<crm_camp_con_id>1-11K0Q</crm_camp_con_id>
<tz_name>>(GMT+02:00) Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius</tz_name>
<Phones>
</Phones>
</ContactInfo>
<ContactInfo>
<crm_contact_id>1-11C02</crm_contact_id>
87
<crm_camp_con_id>1-11K0T</crm_camp_con_id>
<tz_name></tz_name>
<do_not_call>Y</do_not_call>
<Phones>
</Phones>
</ContactInfo>
</ContactList>
</Parameters>
88
Gplus Adapter 8.0
The CampSynch - Merge Calling List Commit Method

This method is the third of the three following methods listed that are designed
for the calling list synchronization:
This method finalizes the synchronization process. It does the real contact data
merging in the Outbound Database. Until this method is called, the Calling List
data remains unchanged.
Note: If a calling list is processed by the Outbound Contact Solution while it
is being synchronized, then some data collisions are possible. It is

recommended to exclude the calling list from the Outbound
processing during synchronization.
List Commit method.
Table 23: The CampSynch - Merge Calling List Commit Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
Summary
Yes
See, Summary.
89
List Commit method request:
XML Schema 6
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:complexType>
<xs:sequence>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
90
Gplus Adapter 8.0
Example 6 illustrates a request to finalize the TestOL1_Load_1_Wave_1 calling

list of the TestOL1_Load_1 campaign. The synchronization summary is included
into the response.
Example 6
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Merge Calling List Commit">
<NBParameters>
<RequestId>1-1YTXK</RequestId>
</NBParameters>
<Parameters>
</Parameters>
91
The CampSynch - Delete Calling List Method

This method deletes a calling list from the Genesys side, including the Table
Access object in the Configuration Database and the Outbound Database table
that correspond to the calling list.
Table 24 describes the input parameters for the CampSynch - Delete Calling
List method.
Table 24: The CampSynch - Delete Calling List Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
Summary
Yes
See, Summary.
92
Gplus Adapter 8.0
XML Schema 7 illustrates the XML schema of the CampSynch - Delete

Calling List method request:
XML Schema 7
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
<xs:element name="ConfigurationId" type="xs:string" minOccurs="1" maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:complexType>
<xs:sequence>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
93
Example 7 illustrates a request to delete the TestOL1_Load_1_Wave_1 calling list

from the TestOL1_Load_1 campaign. The synchronization summary is included
into the response.
Example 7
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Delete Calling List">
<NBParameters>
<RequestId>1-1TS9</RequestId>
</NBParameters>
<Parameters>
</Parameters>
94
Gplus Adapter 8.0
The CampSynch - Activate Calling List Method

This method activates a calling list on the Genesys side. The calling list must
exist before this method is called. The calling list must be associated with the
campaign specified in the request.
Table 25 describes the input parameters for the CampSynch - Activate Calling
List method.
Table 25: The CampSynch - Activate Calling List Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
Summary
Yes
See, Summary.
95
XML Schema 8 illustrates the XML schema of the CampSynch - Activate

XML Schema 8
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:complexType>
<xs:sequence>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
96
Gplus Adapter 8.0
Example 8 illustrates a request to activate the TestOL1_Load_1_Wave_1 calling

list from the TestOL1_Load_1 campaign. The synchronization summary is
Example 8
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Activate Calling List">
<NBParameters>
<RequestId>1-1YTXO</RequestId>
</NBParameters>
<Parameters>
</Parameters>
97
The CampSynch - Deactivate Calling List Method

This method deactivates a calling list on the Genesys side. The calling list must
exist before this method is called. The calling list must be associated with the
campaign specified in the request.
Table 26 describes the input parameters for the CampSynch - Deactivate
Calling List method.
Table 26: The CampSynch - Deactivate Calling List Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
Summary
Yes
See, Summary.
98
Gplus Adapter 8.0
XML Schema 9 illustrates the XML schema of the CampSynch - Deactivate

XML Schema 9
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:complexType>
<xs:sequence>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
99
Example 9 illustrates a request to deactivate the TestOL1_Load_1_Wave_1 calling

list from the TestOL1_Load_1 campaign. The synchronization summary is
Example 9
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Deactivate Calling List">
<NBParameters>
<RequestId>1-1YTXO</RequestId>
</NBParameters>
<Parameters>
</Parameters>
100
Gplus Adapter 8.0
The CampSynch - Merge Contact Record Method

This method merges the specific contact information to a particular calling list
on the Genesys side. If the requested contact information is not present in the
calling list, it will be added. If the requested contact information is present, it
will be updated. The contact record(s) is deleted, if the corresponding phone
number is not present in the contact data. The calling list must exist before this
method is called.
Table 27 describes the input parameters for the CampSynch - Merge Contact
Record method.
Table 27: The CampSynch - Merge Contact Record Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
Summary
Yes
See, Summary.
ContactInfo
Yes
The Siebel contact data. See the section, Complex Type

101
XML Schema 10 illustrates the XML schema of the CampSynch - Merge

Contact Record method request:
XML Schema 10
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name="Parameters">
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
maxOccurs="1"/>
maxOccurs="1"/>
<xs:element name="tz_name" />
<xs:element name="do_not_call" type="xs:string" />
<xs:element name="Phones" minOccurs="1" maxOccurs="1">
<xs:complexType>
<xs:sequence>
<xs:element maxOccurs="unbounded" name="Phone">
<xs:complexType>
<xs:simpleContent>
<xs:extension base="xs:unsignedLong">
102
Gplus Adapter 8.0
<xs:attribute name="PhoneType" type="xs:unsignedByte"

use="required" />
</xs:extension>
</xs:simpleContent>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name="CustomFields" minOccurs="1" maxOccurs="1">
<xs:complexType>
<xs:sequence>
<xs:element name="Field" minOccurs="0" maxOccurs="unbounded">
<xs:complexType>
<xs:sequence>
<xs:element name="FieldName" type="xs:string" minOccurs="1"
maxOccurs="1"/>
<xs:element name="FieldValue" type="xs:string" minOccurs="1"
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
103
Example 10 illustrates a request to merge a contact of the

Example 10
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Merge Contact Record">
<NBParameters>
<RequestId>1-1TSDT</RequestId>
</NBParameters>
<Parameters>
<ContactInfo>
<crm_contact_id>1-103CF</crm_contact_id>
<crm_camp_con_id>1-11BZI</crm_camp_con_id>
<Phones>
</Phones>
</ContactInfo>
</Parameters>
104
Gplus Adapter 8.0
The CampSynch - Delete Contact Record Method

This method deletes the specific contact information from a particular calling
list on the Genesys side.
Table 28 describes the input parameters for the CampSynch - Delete Contact
Record method.
Table 28: The CampSynch - Delete Contact Record Method Input Parameters
Parameter
Mandatory
Description
RequestId
Yes
See, RequestId.
ConfigurationId
Yes
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
Summary
Yes
See, Summary.
ContactInfo
Yes
The Siebel contact data. See the section, Complex Type

Note: This contact data should not contain phones and custom
fields as they are not required for this operation.
XML Schema 11on page 112 illustrates the XML schema of the CampSynch Delete Contact Record method request:
105
XML Schema 11
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name="Parameters">
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
maxOccurs="1"/>
maxOccurs="1"/>
<xs:element name="tz_name" />
<xs:element name="do_not_call" type="xs:string" />
<xs:element name="Phones" minOccurs="1" maxOccurs="1"/>
<xs:element name="CustomFields" minOccurs="1" maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
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Gplus Adapter 8.0
Example 11 illustrates a request to delete a contact of the

Example 11
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Delete Contact Record">
<NBParameters>
<RequestId>1-3G1RR</RequestId>
</NBParameters>
<Parameters>
<ContactInfo>
<crm_campaign_id>1-2WQYQ</crm_campaign_id>
<crm_contact_id>1-2WQRP</crm_contact_id>
<crm_camp_con_id>1-2WRFN</crm_camp_con_id>
<Phones></Phones>
</ContactInfo>
</Parameters>
107
Querying the Updates (Deltas) for the Call Results and the
Number of Call Attempts
The methods listed in this group are designed to query the data from the
Genesys side to the Siebel side, in particular, to query the updates (deltas) for
the call results and the number of call attempts for a campaign or a calling list.

The entries in this section describe the following methods:
The Common Method's Response, page 108
The CampSynch - Query Call Results Delta Method, page 111
The CampSynch - Query Call Results by Campaign Method, page 114
The CampSynch - Query Call Results by Calling List Method, page 116
The CampSynch - Query Call Results by Contact Method, page 118
The Common Method's Response

All of the methods in this group produce responses of an identical type.
Table 29 describes the output parameters for this method.
Table 29: The Common Response Parameters
Parameter
Mandatory
Description
ResultCode
Yes
The result of the request execution process.

This parameter can be one of following values:
100: OK. Successfully executed.
200 - 399: Any kind of non-critical error.
400 and higher: Critical fault, which means that not one
request can be processed until the cause of the error is found.

ResultDescription
Yes
The textual result description.
CallResultList
Yes
The list of the CallResult structures. Can be set to zero-sized.

Each of the CallResult structures contain the following fields:
crm_campaign_id: The Siebel campaign identifier.
crm_contact_id: The global Siebel contact identifier.
crm_camp_con_id: The Siebel contact identifier in scope of
the campaign.
call_result: The Genesys result code.
call_time: The time of the last call.
attempts: The call attempts number.
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XML Schema 12 illustrates the XML schema of the common method response.
XML Schema 12
<xs:element name="GCampSynchResponse">
<xs:complexType>
<xs:sequence>
<xs:element name="ResultCode" type="xs:unsignedInt" minOccurs="1" maxOccurs="1"/>
<xs:element name="ResultDescription" type="xs:string" minOccurs="1" maxOccurs="1"/>
<xs:element name="CallResultList" minOccurs="1" maxOccurs="1">
<xs:complexType>
<xs:sequence>
<xs:element maxOccurs="unbounded" name="CallResult">
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
maxOccurs="1"/>
maxOccurs="1"/>
<xs:element name="call_result" type="xs:unsignedByte" minOccurs="1"
maxOccurs="1"/>
<xs:element name="call_time" type="xs:string" minOccurs="1"
maxOccurs="1"/>
<xs:element name="attempts" type="xs:unsignedByte" minOccurs="1"
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
109
Example 12 illustrates an example of the common method response.

Example 12
<?xml version="1.0" encoding="UTF-8" standalone="no" ?>
<GCampSynchResponse APIVersion="2.0" Name="CampSynch - Query Call Results by Campaign">
<ResultCode>100</ResultCode>
<ResultDescription>OK</ResultDescription>
<CallResultList>
<CallResult>
<crm_contact_id>1-2WQS0</crm_contact_id>
<crm_camp_con_id>1-2WRFO</crm_camp_con_id>
<attempts>1</attempts>
</CallResult>
<CallResult>
<crm_contact_id>1-2WQSB</crm_contact_id>
<crm_camp_con_id>1-2WRFP</crm_camp_con_id>
</CallResult>
<CallResult>
<crm_contact_id>1-2WQS0</crm_contact_id>
<crm_camp_con_id>1-2WRFO</crm_camp_con_id>
</CallResult>
</CallResultList>
</GCampSynchResponse>
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Gplus Adapter 8.0
The CampSynch - Query Call Results Delta Method

This method requests information about the call results and the number of call
attempt that were collected since the previous method invocation (in other
words, the call results delta).
The list of campaigns that are affected is provided as well as the method's input
parameters. When a particular campaign is requested for the first time, the
Campaign Synchronization Server starts collecting call results for this
campaign. When a campaign disappears from the list, the Campaign
Synchronization Server stops collecting the call results for it.
When a specific campaign is requested for the first time and the batch mode
option is turned on for this campaign, the Campaign Synchronization Server
queries the call results for the entire campaign and responds with this data.
Table 30 describes the input parameters for the CampSynch - Query Call
Results Delta method.
Table 30: The CampSynch - Query Call Results Delta Method Input Parameters
Parameter
Mandatory
Description
ConfigurationId
Yes
CampaignList
Yes
See, CampaignList.
InactivityTimeout
Yes
The specified timeout (in seconds) when the server should stop
collecting the call results for a specific client (represented via
the ConfigurationId parameter).
When a client is not interested in anymore updates, it simply
stops calling the request without notifying a server. So, this
timeout prevents an endless loop of data collection.
111
XML Schema 13 illustrates the XML schema of the CampSynch - Query Call
Results Delta method response.
XML Schema 13
<xs:complexType>
<xs:sequence>
<xs:complexType>
<xs:sequence>
<xs:element name="ConfigurationId" type="xs:string" minOccurs="1" maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:complexType>
<xs:sequence>
<xs:element name="CampaignList" minOccurs="1" maxOccurs="1">
<xs:complexType>
<xs:sequence>
<xs:element maxOccurs="unbounded" name="CampaignName">
<xs:complexType>
<xs:simpleContent>
<xs:extension base="xs:string">
<xs:attribute name="BatchMode" type="xs:string" use="required" />
</xs:extension>
</xs:simpleContent>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name="InactivityTimeout" type="xs: unsignedInt" minOccurs="1"
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
112
Gplus Adapter 8.0
XML Example 13 illustrates a request to obtain the call results delta for the
gpvmk3_campaign_1_Load_3, SiebelCamp1, and SiebelCamp2 campaigns.
XML Example 13
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Query Call Results Delta">
<NBParameters>
<ConfigurationId>1-1F2X </ConfigurationId>
</NBParameters>
<Parameters>
<CampaignList>
<CampaignName BatchMode="Y">gpvmk3_campaign_1_Load_3</CampaignName>
<CampaignName BatchMode="N">SiebelCamp1</CampaignName>
<CampaignName BatchMode="N">SiebelCamp2</CampaignName>
</CampaignList>
<InactivityTimeout>180</InactivityTimeout>
</Parameters>
113
The CampSynch - Query Call Results by Campaign

Method
attempt for the entire Genesys campaign. Only the contact records that are
already processed by the Outbound Contact Solution are included in this query.
Results method.
Table 31: The CampSynch - Query Call Results Method Input Parameters
Parameter
Mandatory
Description
CampaignName
Yes
See, CampaignName.
114
Gplus Adapter 8.0
Results method response.
XML Schema 14
<xs:complexType>
<xs:sequence>
<xs:element name="NBParameters" minOccurs="1" maxOccurs ="1"/>
<xs:element name="Parameters" minOccurs="1" maxOccurs ="1">
<xs:complexType>
<xs:sequence>
<xs:element name="CampaignName" type="xs:string" minOccurs="1" maxOccurs
="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
XML Example 14 illustrates a request to obtain the call results for the
TestOL1_Load_1 campaign.
XML Example 14
Request to obtain the call results for the 'TestOL1_Load_1'campaign.
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Query Call Results by Campaign">
<NBParameters>
</NBParameters>
<Parameters>
</Parameters>
115
The CampSynch - Query Call Results by Calling List

Method
attempt for the entire Genesys calling list. Only the contact records that are
already processed by the Outbound Contact Solution are included in this query.
Results by Calling List method.
Table 32: The CampSynch - Query Call Results by Calling List Method Input
Parameters
Parameter
Mandatory
Description
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
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Gplus Adapter 8.0
Results by Calling List method response.
XML Schema 15
<xs:complexType>
<xs:sequence>
<xs:element name="NBParameters" minOccurs="1" maxOccurs="1"/>
<xs:complexType>
<xs:sequence>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
XML Example 15 illustrates a request to obtain the call results for the
TestOL1_Load_1_Wave_1 calling list of the TestOL1_Load_1 campaign.
XML Example 15
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Query Call Results by Calling List">
<NBParameters></NBParameters>
<Parameters>
</Parameters>
117
The CampSynch - Query Call Results by Contact

Method
attempt for a specific contact.
Results by Contact method.
Table 33: The CampSynch - Query Call Results by Contact Method Input Parameters
Parameter
Mandatory
Description
CampaignName
Yes
See, CampaignName.
ListName
Yes
See, ListName.
ContactRef
Yes
The Siebel contact reference. See the Complex Type

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Gplus Adapter 8.0
Results by Contact method response.
XML Schema 16
<xs:complexType>
<xs:sequence>
<xs:element name="NBParameters" minOccurs="1" maxOccurs="1"/>
<xs:complexType>
<xs:sequence>
<xs:element name="ContactRef" minOccurs="1" maxOccurs="1">
<xs:complexType>
<xs:sequence>
maxOccurs="1"/>
maxOccurs="1"/>
maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
119
XML Example 16 illustrates a request to obtain the call results for a specific
contact of the TestOL1_Load_1_Wave_1 calling list of the TestOL1_Load_1
campaign.
XML Example 16
<GCampSynchRequest APIVersion="2.0" Name="CampSynch - Query Call Results by Contact">
<NBParameters></NBParameters>
<Parameters>
<ContactRef>
<crm_contact_id>1-11BZP</crm_contact_id>
<crm_camp_con_id>1-11K0Q</crm_camp_con_id>
</ContactRef>
</Parameters>
120
Gplus Adapter 8.0
The Siebel Campaign Synchronization API Representation
The Siebel Campaign Synchronization API

Representation
The Siebel-side solution of the Campaign Synchronization Component 8.0.1
consists of the following major parts:
The tables and business components used to store the special data involved
in the synchronization process.
The applets and views used to configure and monitor the synchronization
process.
The business services that do almost all of the work required for the
campaign synchronization.
The workflow processes that are responsible for the unidirectional

communication with the Campaign Synchronization Server.
Although, you can customize all of these parts, Genesys does not recommend
modifying the tables and the business components because the entire solution
is based on them and any changes may cause it not to work properly.
You can customize the applets and the views using the general Siebel
procedures.
You can adjust the synchronization process to meet your needs by using the
business services provided with the solutionfor example, you can
synchronize the campaigns/waves/contacts
Using the business services provided with the solution customers can adjust
the synchronization process for their needs. For example, customers are able to
synchronize campaigns/waves/contacts as a trigger to the Siebel runtime
events that are not handled in the out-of-the-box solution. Also, you can
customize the synchronization procedures from any appropriate place, such as
menu items or buttons.
The Business Services Overview

The Campaign Synchronization Component solution provides six business
services that are responsible for the different parts of the synchronization
process.
121
For a brief description of the business services, see Table 34.

Table 34: The Campaign Synchronization Component Business Services
Business Service
Description
Genesys CampSynch Campaign
Provides the methods to generate requests for data

synchronization. This business service generates requests and
places them into the request queue, which are then read by the
workflow process and then sent to the Campaign
Synchronization server.
Genesys CampSynch Request

Executor
Provides the method that reads the request from the queue and
sends it to Genesys. This method is used by the workflow
process.
Genesys CampSynch Call Result
Provides the methods to request and apply the call results from
the Genesys side.
Genesys CampSynch Event Handler
Provides the methods that perform the event-oriented actions

for example, the reaction on the campaign loading or the
contact record update.
Genesys CampSynch Utils
Provides the methods that perform the auxiliary actions. This

method is intended to be called from the other business
services.
Genesys CampSynch Tools
Provides the methods that are used during the solution

deployment or the configuration procedure.
The Genesys CampSynch Campaign Business Service

The Genesys CampSynch Campaign business service provides the methods that
generate the requests for the data synchronization from the Siebel side to the
Genesys side. These requests are a part of the Siebel-side API for
Each of these methods generates an XML-based request, places it into a
temporary file, and then adds an appropriate record into the request queue.
These requests are then read from the request queue and then sent to the
Campaign Synchronization Server (this process prevents any data loss in the
event of a Campaign Synchronization Server failure). A path to the directory
where the aforementioned temporary files are stored can be configured using
the FileSystem user property of the business service (see the Gplus Adapter for
Siebel CRM Deployment Guide for more details).
Note: These methods do not directly send a request to the Campaign
Synchronization Server.
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Gplus Adapter 8.0
The methods for the Genesys CampSynch Campaign business service can only be
called for the Siebel campaigns that are properly configured for the
synchronization process and that are enabled for the synchronization process.

Genesys CampSynch Campaign business service:
The CreateCampaign Method, page 123
The DeleteCampaign Method, page 124
The ExportWave Method, page 124
The DeleteWave Method, page 126
The StartWaveProcessing Method, page 126
The StopWaveProcessing Method, page 127
The ExportWaveRecord Method, page 128
The DeleteWaveRecord Method, page 128
The CreateCampaign Method

This method generates a request to create a Campaign object on the Genesys
side that corresponds to a particular Siebel campaign load.
Note: This method is not responsible for creating the calling lists that belong
to the Siebel campaign load.

Input Arguments
CampaignId
Mandatory: The ID of the Siebel campaign. This value

must correspond, for example, to the Campaign Id field
of the Campaign List Contact business component.
LoadNumber
Mandatory: The load number of a Siebel campaign.

This value must correspond to the Load Number field of
the Campaign List Contact business component.
Output Argument
None.
Exceptions
This method raises exceptions if there are errors.
Generated CampSynch Server API Requests
CampSynch - Create Campaign
123
The DeleteCampaign Method

This method generates a request to delete a Campaign object on the Genesys
side that corresponds to a particular Siebel campaign load. The presence of
campaign on the Genesys side is not mandatory for a successful request
execution.
Note: This method will complete delete a campaign, including all of the
associated calling lists. You do not have to call the DeleteWave method
for Campaign Load Waves before using this method.
Input Arguments
CampaignId

LoadNumber

Output Argument
None.
Exceptions
CampSynch - Delete Campaign
The ExportWave Method

This method generates multiple requests to create or merge a calling list to the
Genesys side that corresponds to a particular Siebel campaign load wave.
All contacts assigned to the wave are separated by pages (a relatively small
number of contacts) and each page is then attached to its own request, which
allows the synchronization process to be done more effectively in case of
network failures. The page size can be set using the ContactPageSize user
124
Gplus Adapter 8.0
property of the business service (see the Gplus Adapter for Siebel CRM
Deployment Guide for more details).
Note: An appropriate CreateCampaign method must be called before calling
this method. Otherwise, because this method only puts the

successfully processed requests into the queue, the execution of future
requests will fail due to the absence of a campaign on the Genesys
side.
Input Arguments
CampaignId

LoadNumber

WaveNumber
Mandatory: The wave number of a Siebel campaign

load. This value must correspond to the Wave Number
field of the Campaign List Contact business
component.
InitialState
Optional: The initial state of a calling list on the

Genesys side. Possible values are Activated and
Deactivated. If the value is not set, then it is not set in
the CampSynch - Merge Calling List Begin request
and the request use the default behavior.
Output Argument
None.
Exceptions
CampSynch - Merge Calling List Data (from 0-zero to N times)
125
The DeleteWave Method

This method generates a request to delete a calling list from the Genesys side
that corresponds to a particular Siebel campaign load wave. The calling list
presence on the Genesys side is not mandatory for a successful request
execution.
Input Arguments
CampaignId

LoadNumber

WaveNumber

component.
Output Argument
None.
Exceptions
CampSynch - Delete Calling List
The StartWaveProcessing Method

This method generates a request to activate the processing of a calling list on
the Genesys side that corresponds to a particular Siebel campaign load wave.
The campaign and the calling list presence on the Genesys side is mandatory
for a successful request execution.
Input Arguments
126
CampaignId

LoadNumber

Gplus Adapter 8.0
WaveNumber

component.
Output Argument
None.
Exceptions
CampSynch - Activate Calling List
The StopWaveProcessing Method

This method generates a request to deactivate the processing of a calling list on
the Genesys side that corresponds to a particular Siebel campaign load wave.
for a successful request execution.
Input Arguments
CampaignId

LoadNumber

WaveNumber

component.
Output Argument
None.
Exceptions
CampSynch - Deactivate Calling List
127
The ExportWaveRecord Method

This method generates a request to merge the contact list record on the
Genesys side that corresponds to a particular record in the Siebel campaign
load wave. The campaign and the calling list presence on the Genesys side is
mandatory for a successful request execution.
Input Arguments
CampContId
Mandatory: The ID of the Siebel contact that belongs

to a particular wave. The value must correspond to the
Id field of the Campaign List Contact business
component.
Output Argument
None.
Exceptions
CampSynch - Merge Contact Record
The DeleteWaveRecord Method

This method generates a request to delete the contact list record on the Genesys
side that corresponds to a particular record in the Siebel campaign load wave.
for a successful request execution. The contact list record presence on the
Genesys side is not mandatory.
Note: This method must be called until an appropriate record is present in

Input Arguments
CampContId

component.
Output Argument
None.
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Gplus Adapter 8.0
Exceptions
CampSynch - Delete Contact Record
The Genesys CampSynch Request Executor Business

Service
The Genesys CampSynch Request Executor business service provides a single
method that reads and executes (sends the request to the Campaign
Synchronization Server and processes the response) one request from the
request queue. This method is specially designed to be called from the
Campaign Synchronization Component's workflow that is responsible for the
request queue processing.
It is very important that for each particular CampSynch Configuration object (in
other words, for each particular Campaign Synchronization Server) there must
be only one process that executes requests. In the out-of-the-box solution, this
process is the workflow process. If several processes execute requests for a
particular Campaign Synchronization Server, it may cause an incorrect
sequence execution and therefore a synchronization failure.

Genesys CampSynch Request Executor business service:
The Execute Method, page 129
The Execute Method

This method reads from the request queue and executes one request, which
means it sends the request to the appropriate Campaign Synchronization
Server and processes the response.
The requests are chosen according to the execution order that is configured for
each CampSynch Configuration object. See the Gplus for Siebel CRM User's
Guide for details about the order of the request execution.
This method is designed to be run from the out-of-the-box workflow process,
therefore its input and output arguments are correlated with it.
Input Arguments
CasConfObjId
Mandatory: The ID of the CampSynch Configuration

object that determines a synchronization target. This
129
value must correspond to the Id field of the Genesys

CaS Config Object business component.
130
CampaignId
Optional: The ID of the Siebel campaign for the

previously executed request. Used for choosing the
next request for a number of types of order execution.
If this argument is provided, the value must
correspond, for example, to the Campaign Id field of
the Campaign List Contact business component. The
value for this argument can be obtained from the
identically named output argument.
ExecChainId
Optional: The ID of a chain of the previously executed

request. Used for choosing the next request in a chain
(the requests can be chained in the queue when they
perform a common business functionfor example,
requests for a wave/calling list synchronization). The
value must be taken from the Chain Id field of the
Genesys CaS Synch Queue business component. The
value for this argument can be obtained from the
identically named output argument.
LastConnSubsystem
Optional: The type (primary or backup) of the last

successfully used connection subsystem (the Siebel
profile configuration). Possible values are Primary and
Backup. Used for choosing a connection subsystem to
send a request first. If not provided, the primary
connection subsystem is used first. The value for this
argument can be obtained from the identically named
output argument.
Gplus Adapter 8.0
Output Argument
The result code of a request execution. See Table 35
below for details:
ResultCode
Table 35: The Result Codes for a Request Execution (Execute)

Code
Result
The request is found and processed either successfully or with

an unrecoverable error, which means that it is possible to try to
execute the next request. If the request executed successfully,
then the corresponding record is removed from the queue and
the corresponding file (with an XML-based request content) is
removed from the file system. If the request is executed with an
unrecoverable error, then the corresponding record is marked as
erroneous and it is kept in the queue for further analyzing and
manual removal.
No request is found in the queue.
The request is found, but executed with a non-critical

(recoverable) errorfor example, a server outage, which means
that it is possible to retry this request again. The corresponding
record is not removed from the queue and the next method call
will find this record again.
A critical error occursfor example, an incorrect configuration

is found or an unexpected exception occurred, which means
that there is no reason to run the method again if the cause for
the error is not corrected.
The signal to exit from the workflow process. At this time, the
current implementation does not generate this code.
ResultDescription
A more detailed description of the results, which can

be obtained from the Campaign Synchronization
Server or generated by the implementation of the
method itself.
CampaignId
The ID of the Siebel campaign of the recently

executed request. Used for choosing the next request
for some types of request processing.
ExecChainId
The ID of a chain of the recently executed request.

Used for choosing the next request in a chain (requests
can be chained in the queue when they do perform a
common business functionfor example, requests for
a wave/calling list synchronization).
131
LastConnSubsystem
The type (primary or backup) of the last successfully

used connection subsystem (the Siebel profile
configuration). Possible values are Primary and
send a request first.
NoDataTimeout
The value of the timeout, specified in seconds, that is

configured (in the Camp WF NoData Timeout field of the
Genesys CaS Config Object business component) for a
particular CampSynch Configuration object. It is used
by the out-of-the-box workflow process to make a
pause when this method returns a result code value of
1.
RetryTimeout

configured (in the Camp WF Retry Timeout field of the
2.
Exceptions
This method does not raise an exception.
The Genesys CampSynch Call Result Business Service

The Genesys CampSynch Call Result business service provides methods that
generate requests for the data (call results) synchronization from the Genesys
side to the Siebel side. These requests are part of the Siebel-side API for
Each of these methods generates an XML-based request, directly sends it to
the appropriate Campaign Synchronization Server and then updates the Siebel
Campaign Contacts with the received call results and the number of attempted
calls.
The methods for the Genesys CampSynch Campaign business service can only be
called for the Siebel campaigns that are properly configured for the

Genesys CampSynch Call Result business service:
The ImportCallResultsDelta Method, page 133
The ImportWaveCallResults Method, page 135
The ImportContactCallResults Method, page 136
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Gplus Adapter 8.0
The ImportCallResultsDelta Method

This method generates and sends a request for getting the call results delta,
which is the call results for the contacts that were processed by the Genesys
outbound solution since sending the previous request. Also, it applies the
received call results and the number of call attempt to the corresponding Siebel
campaign contacts. It is targeted to a particular Campaign Synchronization
Server (through the CampSynch Configuration object) and requests the
information for the campaigns that are linked to it. This method uses the
configured call result synchronization settings, including the batch mode flag.
This method is designed to be run from the out-of-the-box workflow process,
therefore its input and output arguments are correlated with it.
Input Arguments
CasConfObjId
Mandatory: The ID of the CampSynch Configuration

object that determines a synchronization target. This
value must correspond to the Id field of the Genesys
CaS Config Object business component.
LastConnSubsystem
Optional: The type (primary or backup) of the last

successfully used connection subsystem (the Siebel
profile configuration). Possible values are Primary and
send a request first. If not provided, the primary
connection subsystem is used first. The value for this
argument can be obtained from the identically named
output argument.
Output Argument
The result code of a request execution. See Table 36
below for details:
ResultCode
Table 36: The Result Codes for a Request Execution

(ImportCallResultsDelta)
Code
Result
The request is processed either successfully or with an

unrecoverable error, which means that the next time a request
should be sent is after the QueryTimeout delay.
The request is processed with a non-critical (recoverable)

errorfor example, a server outage, which means that the next
request should be sent after the RetryTimeout delay.
133
Table 36: The Result Codes for a Request Execution

(ImportCallResultsDelta) (Continued)
Code
Result
A critical error occursfor example, an incorrect configuration

is found or an unexpected exception occurred, which means
that there is no reason to run the method if the cause of the error
is not corrected.
The signal to exit from the workflow process. At this time, the
current implementation does not generate this code.
ResultDescription
A more detailed description of the results, which can

be obtained from the Campaign Synchronization
Server or generated by the implementation of the
method itself.
LastConnSubsystem
The type (primary or backup) of the last successfully

used connection subsystem (the Siebel profile
configuration). Possible values are Primary and
send a request first.
QueryTimeout

configured (in the CR WF Query Timeout field of the
0 (zero).
RetryTimeout

configured (in the CR WF Retry Timeout field of the
1.
Exceptions
CampSynch - Query Call Results Delta
134
Gplus Adapter 8.0
The ImportLoadCallResults Method

This method generates and sends request for getting the call results for an
entire Siebel campaign load. Also, it applies the received call results and the
number of call attempts to the corresponding campaign contacts.
Within the out-of-the-box solution, this method is called by the corresponding
button on the GUI.
Note: The calling of this method may produce a large amount of data that is
received in response to the request and is applied to the Siebel

campaign contacts. Therefore, the requests execution may take a
while.
Input Arguments
CampaignId

LoadNumber

Output Argument
None.
Exceptions
CampSynch - Query Call Results by Campaign
The ImportWaveCallResults Method

This method generates and sends request for getting the call results for an
entire Siebel campaign load wave. Also, it applies the received call results and
the number of call attempts to the corresponding campaign contacts.
Input Arguments
CampaignId

135
LoadNumber

WaveNumber

component.
Output Argument
None.
Exceptions
CampSynch - Query Call Results by Calling List
The ImportContactCallResults Method

This method generates and sends a request for getting the call results for a
single particular Siebel campaign contact. Also, it applies the received call
results and the number of call attempts to the corresponding campaign
contacts.
Within the out-of-the-box solution, this method is not called, but can be
applied during the customization, if required.
Input Arguments
CampContId

component.
Output Argument
None.
Exceptions
CampSynch - Merge Contact Record
136
Gplus Adapter 8.0
The Genesys CampSynch Event Handler Business Service

The Genesys CampSynch Event Handler business service implements reactions
on different events related to the Siebel campaign life-cyclefor example,
Campaign Loaded, Campaign Launched, Contact Changed.
These methods implement algorithms that determine and generate (using the
Genesys CampSynch Campaign business service) requests to Campaign
Synchronization Server depending on the following:
The event that happened
The Siebel Campaign/Wave state
The Campaign synchronization mode (configured using the GUI for each
campaign)
All of the methods of the Genesys CampSynch Event Handler business service
can only be called for the Siebel campaigns that are properly configured for the
This method does not have any effect on any of the other campaigns.

Genesys CampSynch Event Handler business service:
The CampLoadWave WriteRecord Method, page 137
The Contact WriteRecord Method, page 138
The Contact PreDeleteRecord Method, page 139
The OnCampaignAssociated Method, page 139
The OnCampaignDisassociated Method, page 140
The OnCampaignLoaded Method, page 140
The OnCampaignPurged Method, page 141
The OnWaveLaunched Method, page 141
The OnWaveSuspended Method, page 142
The OnWaveUpdated Method, page 142
The OnContactUpdated Method, page 143
The OnContactPreDeleted Method, page 143
The CampLoadWave WriteRecord Method

This method implements a reaction to the event of writing a Campaign Load
Wave business component record. It determines the following:
Whether the campaign is loaded or purged and calls an appropriate

following methodThe OnCampaignLoaded Method, The OnCampaignPurged
Method, The OnWaveLaunched Method, The OnWaveSuspended Method, or The
OnWaveUpdated Method.
137
Whether the wave is launched, suspended or updated and calls an

appropriate following methodThe OnCampaignLoaded Method, The
OnCampaignPurged Method, The OnWaveLaunched Method, The
OnWaveSuspended Method, or The OnWaveUpdated Method.
This method is designed to be called by the out-of-the-box Siebel runtime

event handlers. It uses the Profile attributes to store the input and output data.
These Profile attributes are set by the runtime event handlers when the
appropriate business component's fields are changed.
Input Arguments
None.
Output Argument
None.
Exceptions
The Contact WriteRecord Method

This method implements a reaction to the event of writing Contact-containing
business componentsfor example, Contact, Employee, and others. It
determines whether the contact is updated and calls the The OnContactUpdated
Method when required.
Input Arguments
None.
Output Argument
None.
Exceptions
138
Gplus Adapter 8.0
The Contact PreDeleteRecord Method

This method implements a reaction to the event of pre-deleting a record from
the Contact-containing business componentsfor example, Contact,
Employee, and others. It calls the The OnContactPreDeleted Method. It is
important that this method is called before a contact record is finally deleted
from the business component.
Input Arguments
None.
Output Argument
None.
Exceptions
The OnCampaignAssociated Method

This method generates synchronization requests that must be performed when
the campaign is enabled for synchronization.
Input Arguments
CampaignId

Output Argument
None.
Exceptions
139
The OnCampaignDisassociated Method

the campaign is disabled for synchronization.
Input Arguments
CampaignId

Output Argument
None.
Exceptions
The OnCampaignLoaded Method

the campaign load is loaded.
Input Arguments
CampaignId

LoadNumber

Output Argument
None.
Exceptions
140
Gplus Adapter 8.0
The OnCampaignPurged Method

the campaign load is purged.
Input Arguments
CampaignId

LoadNumber

Output Argument
None.
Exceptions
The OnWaveLaunched Method

the campaign load wave is launched.
Input Arguments
CampaignId

LoadNumber

WaveNumber

component.
PrevState
Optional: The previous wave status. It is important to

know whether the wave was suspended before
launching or not. The value must correspond to the
language-independent code (LIC) for the Status field
of the Campaign Load Wave business component or an
empty strings. By default, the value is an empty string.
141
Output Argument
None.
Exceptions
The OnWaveSuspended Method

the campaign load wave is suspended.
Input Arguments
CampaignId

LoadNumber

WaveNumber

component.
Output Argument
None.
Exceptions
The OnWaveUpdated Method

the campaign load wave is updated.
Input Arguments
142
CampaignId

LoadNumber

Gplus Adapter 8.0
WaveNumber

component.
WaveStatus
Mandatory: The wave status of a Siebel campaign

load. This value must correspond to the
language-independent code (LIC) for the Status field
of the Campaign Load Wave business component.
Output Argument
None.
Exceptions
The OnContactUpdated Method

the Siebel contact or prospect is updated. The requests are generated for each
campaign and wave (calling list) that contains the contact information.
Input Arguments
ContactId
Mandatory: The ID of the Siebel contact or prospect.

This value must correspond to the Calculated Contact
component.
Output Argument
None.
Exceptions
The OnContactPreDeleted Method

the Siebel contact or prospect is deleted. The requests are generated for each
campaign and wave (calling list) that contains the contact information.
Note: This method must be called before the contact or prospect is finally
deleted.
143
Input Arguments
ContactId
Mandatory: The ID of the Siebel contact or prospect.

This value must correspond to the Calculated Contact
component.
Output Argument
None.
Exceptions
The Genesys CampSynch Utils Business Service

The Genesys CampSynch Utils business service implements various over-all
helpful utilities that can be used in the Campaign Synchronization solution.

Genesys CampSynch Utils business service:
The BuildGenesysCampaignName Method, page 144
The BuildGenesysCallingListName Method, page 145
The IsCfgObjWriteAllowed Method, page 145
The IsCfgObjDeletionAllowed Method, page 146
The IsWFProcessRunning Method, page 146
The RunWFProcess Method, page 147
The StopWFProcess Method, page 147
The CalcSiebelSideWaveSynchStatus Method, page 148
The BuildGenesysCampaignName Method

This method builds the name of the Genesys campaign, based on the Siebel
name and the load number.
Input Arguments
SiebelCampaignName
Mandatory: The name of a Siebel campaign.
LoadNumber
Output Argument
GenesysCampaignName
144
Mandatory: The name of a Genesys campaign.
Gplus Adapter 8.0
Exceptions
The BuildGenesysCallingListName Method

This method builds the name of the Genesys Calling List, based on the Siebel
campaign name, the load number, and the wave number.
Input Arguments
SiebelCampaignName
Mandatory: The name of a Siebel campaign.
LoadNumber
WaveNumber
Mandatory: The wave number of a Siebel campaign.
Output Argument
GenesysCallingList
Name
Mandatory: The name of a Genesys Calling List.
Exceptions
The IsCfgObjWriteAllowed Method

This method checks if a CampSynch Configuration object has any valid values
to be saved or not.
Input Arguments
CasConfObjId
Mandatory: The ID of a CampSynch Configuration

object.
ProfilePrimary
Mandatory: The new name of the primary connection

subsystem (the Siebel profile).
ProfileBackup
Mandatory: The new name of the backup connection

subsystem (the Siebel profile).
Output Argument
ResultMessage
An empty string if record deletion is allowed, or a

reason why record deletion is not allowed.
Exceptions
145
The IsCfgObjDeletionAllowed Method

This method checks if a CampSynch Configuration object is allowed to be
deleted or not.
Input Arguments
CasConfObjId

object.
CampWFStatus
Mandatory: The Campaign Workflow running status

(either Running or Shutdown).
CRWFStatus
Mandatory: The CR Workflow running status (either

Running or Shutdown).
Output Argument
ResultMessage
An empty string if record deletion is allowed, or a

reason why record deletion is not allowed.
Exceptions
The IsWFProcessRunning Method

This method checks if a specified workflow process is running for a specified
CampSynch Configuration object or not.
Input Arguments
CasConfObjId

object.
WFName
Mandatory: The workflow name. The out-of-the-box

solution names are Genesys CaS CR WF and Genesys
CaS campaign WF.
Output Argument
IsRunning
Y or N.
Exceptions
146
Gplus Adapter 8.0
The RunWFProcess Method

This method asynchronously runs a specified workflow process for a specified
CampSynch Configuration object.
Input Arguments
CasConfObjId

object.
WFName

CaS campaign WF.
Output Argument
None.
Exceptions
The StopWFProcess Method

This method stops a specified workflow process for a specified CampSynch
Configuration object or not.
Input Arguments
CasConfObjId

object.
WFName

CaS campaign WF.
Output Argument
None.
Exceptions
147
The CalcSiebelSideWaveSynchStatus Method

This method calculates the Siebel-oriented status of a campaign wave
synchronization process. This status displays the synchronization status based
on the information that is present in the Siebel-side only. It is not aware of
what is happening on the Genesys-side.
The resulting status values correspond to the LOV records that have the
GENESYS_SBL_SYNCH_STATUS type.
Input Arguments
SiebelCampaignName
Mandatory: The name of the Siebel campaign.
LoadNumber
WaveNumber

load.
Output Argument
StatusLIC
The status value (language-independent code) for the

synchronization status.
Exceptions
The Genesys CampSynch Tools Business Service

The Genesys CampSynch Tools business service provides methods that help to
deploy the Campaign Synchronization solution.

Genesys CampSynch Tools business service:
The InstallRuntimeEvents Method, page 148
The UninstallRuntimeEvents Method, page 149
The ImportAll Method, page 149
The InstallRuntimeEvents Method

This method installs the Siebel runtime events handlers in the Siebel Server
and is designed to run using the Siebel Business Service Simulator.
Input Arguments
None.
148
Gplus Adapter 8.0
Output Argument
None.
Exceptions
The UninstallRuntimeEvents Method

This method uninstalls the Siebel runtime events handlers in the Siebel Server
and is designed to run using the Siebel Business Service Simulator.
Input Arguments
None.
Output Argument
None.
Exceptions
The ImportAll Method

This method imports the required Siebel LOV records and the Responsibility
records to the Siebel Server. It is designed to run using the Siebel Business
Service Simulator with inputs that are stored in a special *.xml file. The
out-of-the-box solution provides the GplusCaS_LOV.xml file as an input for this
method.
Input Arguments
The input arguments have a complex structure, so use the provided *.xml file
that stores these arguments.
Output Argument
Use the report strings relevant to the imported records.
Exceptions
149
150
Gplus Adapter 8.0
Chapter
Media Routing Component

Customization
The Gplus Media Routing for Siebel CRM Component (Media Routing
Component) integrates the Siebel software and the Genesys softwares
handling of open media interactions.
This chapter describes the Media Routing Components interfaces and
customizations in the following sections:
Overview, page 152
Using the GplusMediaRouteIXN Business Service, page 153
Using the GplusMediaRoute Business Service, page 164
The Applet Customization, page 174
Routing Siebel Work Items, page 175
Note: The Gplus Media Routing for Siebel CRM and Gplus iWD Routing
for Siebel CRM components contain common parts of the code. It is

not recommended to use both of these components simultaneously.
151
Chapter 3: Media Routing Component Customization
Overview
Overview
The principal parts of the Media Routing Component 8.0 are shown in
Figure 3.
Figure 3: The Principal Parts of the Media Routing Component
In general, the Media Routing Component consists of two functions:
The support of server functionality, which provides the ability to route

interactions and to stop routing by request from the Siebel side.
The support of agent functionality, which provides the ability to handle an

interaction during an agent session.
The server functionality is provided by the Gplus Open Media Server (a

standalone Genesys application) that submits requests to the Interaction Server
through the media server protocol and the GplusMediaRoutingIXN Siebel
business service that enables the formation and the distribution of requests to
the Gplus Open Media Server.
The agent functionality is provided by the GplusMediaRoute Siebel business
service, which allows the pulling of an interaction, marking it as complete, and
updating the Siebel object that corresponds to the interaction.
The Media Routing Component supports a link between Siebel activities and
Genesys interactions by means of a one-to-one relationship between the
InteractionId and the ThirdPartyId, where InteractionId represents a
Genesys interaction ID, and ThirdPartyId represents a Siebel activity record
ID (or another objectfor example, ServiceRequest). A special field in the
ThirdPartyId that represents the Siebel object is used to store a Genesys
152
Gplus Adapter 8.0
Using the GplusMediaRouteIXN Business Service
InteractionIdfor example, the Call Id field is used for Siebel eMail) and
the Genesys interaction should contain the ThirdPartyId in the attached data.
The relationship between the Siebel activities and the Genesys interactions is
essential for the Pull/Stop functionality to work. However, if you do not use
this functionality, you may choose not to support this association in your
customization (for exampleyou may choose not to store a Genesys
Interaction Id in a Siebel eMail activity record). Regardless of whether you
use the Pull/Stop functionality or note, each Genesys interaction must have a
ThirdPartyId. Please see the description of the The Route Method on
page 154. For your individual customization, you may use any unique Siebel
record field value as the ThirdPartyId.
For examplewhen a GplusMediaRouting-ProcessMessage workflow sends a
routing request, it writes an InteractionId in the Call Id field of the Action
Business Component and changes the status of the Siebel activity. If it is a
successful routing request, the activity status will be Queued; otherwise it will
be NotQueued.
For your customization, you may use any field instead of the Call Id field. If a
Siebel Business Component does not have a spare or reusable field to be used
for a Genesys Interaction Id, you must add a new field into the business
component using the custom extension columns or an extension table. For
more information, please refer to the Siebel Tools Reference from Siebel.
Using the GplusMediaRouteIXN Business

Service
The GplusMediaRouteIXN business service is a business service which provides
server functionality and allows submitting requests for routing an interaction
and stopping its processing. The GplusMediaRouteIXN business service contains
the following methods:
The Route Method
The StopWorkItem Method
Note: To enable a debug log, you may add a DebugLogFile input parameter
and set it to a debug log file name.
153
The following tables describe the available methods and their arguments:
Table 37, The Route Method Input Parameters, on page 155
Table 38, The StopWorkItem Method Input Parameters, on page 160
The following symbols represent the different methods and arguments found in
Table 37 and Table 38.:
M:
Represents mandatory arguments.
M*:
Represents parameters that must either be passed as an argument or have a default value set in the business service user
properties.
M**:
Represents parameters that are required to update the Siebel

record status.
O:
Represents the optional arguments.
The Route Method

The route method is used to send a routing request to the Genesys
environment. The route method gathers all of the necessary input parameters
and sends a routing request to a Gplus Open Media Server. If you would like to
add AttachedUserData values to a routing request, you should add the custom
input arguments. All input arguments, except the predefined arguments, are
attached to a routing request as a AttachedUserData value. The method returns
the Result, ErrorText, RouteResult, and RouteMessage parameters. Also, this
method can update the Siebel object record status, if required.
A RouteResult value of 0 (zero) indicates a successful operation; any
RouteResult value other than 0 (zero) represents an error code.
A Result value of 1 indicates a successful operation; a Result value of 0
(zero) indicates a failure. The Result value was introduced, in addition to the
RouteResult value, since it is the standard Siebel output parameter that is used
in CTI communications.
The RouteMessage parameter contains the Genesys InteractionId.
The ErrorText parameter contains the error description, if there is any.
Note: If the route method is configured to update the Siebel object record,
the updated results (whether successful or not) do not affect the

overall results. The route method results depend on the direct routing
results only.
For a list of input parameters and their descriptions, see Table 37 on page 155.
154
Gplus Adapter 8.0
Table 37: The Route Method Input Parameters

Argument Name
Symbol Default User

Property Name
Description
ThirdPartyId
The RecordId for the routing

interaction.
There is no default value.
PrimaryGOMSConnectionSubsystem
PrimaryGOMS
Connection
Subsystem
The name of the Siebel

HTTPSubSys, created for a
primary Gplus Open Media
Server.
See section Creating a
Connection Subsystem in
Chapter 8 of the Gplus
Adapter 8.0 for Siebel CRM
Deployment Guide.
BackupGOMSConnectionSubsystem
ConnectionName
BackupGOMS
Connection
Subsystem

backup Gplus Open Media
Server.
The Connection name (the
Application object of the
Interaction Server) as
specified in the Connections
tab for the Gplus Open Media
Server.
If you use this method as a
communication profile
command, you may skip the
ConnectionName parameter, as
this method reads the
parameter value from
parameters.
If you use this method in a
workflow, you must set the
parameter value.
RoutingMediaType
The media type of interaction.

Only the values configured in
Genesys Framework are
permissible.
155
Table 37: The Route Method Input Parameters (Continued)

Argument Name
Symbol Default User

Property Name
Description
InteractionType
The Interaction type.

The default value is Inbound.
Note: Do not change the
default value unless requested
by Genesys Tech Support.
InteractionSubtype
The Interaction subtype.

The default value is
InboundNew.
Note: Do not change the

default value unless requested
by Genesys Tech Support.
SubmitQueue
The name of the queue where

the interaction is submitted.
MediaRoutingDefaultQueue
parameter, as this method

reads the parameter value
from the communication
profile parameters.
parameter value.
RefreshViewAfterUpdate
156
If this parameters value

equals Yes and the method is
called from the
Communications
Configuration command, the
active view is refreshed after
the routing request is sent to
show the resulting record
update.
Gplus Adapter 8.0

Argument Name
Symbol Default User

Property Name
Description
ReceivedAt
The timestamp (date and

time) that is displayed when
an interaction is received.
The default value is a current
timestamp at the moment of
the method call.
BusObject
M**
The Siebel Business Object

name. If this Business Object
name is provided, an attempt
to update the record status
(for exampleActivity) is
made.
BusComp
M**
The Siebel Business

Component name. If this
Business Component name is
provided, an attempt to update
the record status (for
exampleActivity) is made.
RecIdField
M**
The name of the Business

Component field that contains
the Siebel RecordID.
The default value is Id.
StatusField
M**

Component field that
contains status information.
SubStatusField

contains substatus
information.
157

Argument Name
Symbol Default User

Property Name
Description
SuccessStatus
The value of the record's

status if the operation is
successful.
SuccessSubStatus

substatus if the operation is
successful.
FailedStatus

status if the operation has
failed.
FailedSubStatus

substatus if the operation has
failed.
UserField

contains a user name.
UserName
The user name that is set for

the Siebel record if the
UserField argument
provided.
158
Gplus Adapter 8.0
The StopWorkItem Method

The StopWorkItem method is used to cancel a route request, stopping it from
being processed in the Genesys environment. This method may also update the
status of a Siebel record and assign it to the agent. Refer to Table 38 on
page 160 for details.
The StopWorkItem method gathers all the necessary input parameters and sends
a StopWorkItem request to a Gplus Open Media Server. This method returns the
Result, ErrorText, and RouteResult parameters.
A RouteResult value of 0 (zero) indicates a successful operation; any value
that is not 0 (zero) represents an error code.
A Result value of 1 indicates a successful operation; a Result value of 0 (zero)
indicates failure. This value was introduced in addition to the RouteResult
value since it is a standard Siebel output parameter that is used in CTI
communications.
The ErrorText parameter contains an error description, if there are any present.
Note:
If the StopWorkItem method is configured to update the Siebel object

record, the result of the update (whether successful or not) does not
affect the overall result. The StopWorkItem method results depend on
the direct request results only.
For a list of input parameters and their descriptions, see Table 38 on page 160.
159
Table 38: The StopWorkItem Method Input Parameters

Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
The RecordId for the search
interaction to be stopped.
Either the ThirdPartyId or
the InteractionId
parameters must be
provided.
InteractionId
The InteractionId of the

interaction to be stopped.

the InteractionId
parameters must be
provided.
If there is no value
provided, the value is found
by searching the Business
Component using the
ThirdpartyId value.
PrimaryGOMSConnection
Subsystem
M*
PrimaryGOMS
Connection
Subsystem

primary Gplus Open Media
Server.
See section Creating a
Connection Subsystem in
Chapter 8 of the Gplus
Adapter 8.0 for Siebel CRM
Deployment Guide.
BackupGOMSConnection
Subsystem
160
BackupGOMS
Connection
Subsystem

backup Gplus Open Media
Server.
Gplus Adapter 8.0
Table 38: The StopWorkItem Method Input Parameters (Continued)

Argument Name
Symbol
ConnectionName
Default User
Property Name
Description
The Connection name (the
Application object of the
Interaction Server) as
specified in the
Connections tab for the
Gplus Open Media Server.
ConnectionName parameter,
as this method reads the
parameter value from the
parameters.
parameter value.
Reason
The Reason value to be

passed to the Interaction
Server's StopWorkItem
method.
Description
The Description value to

be passed to the Interaction
Server's StopWorkItem
method.
RecIdField
M**
The name of a Business

contains the Siebel
RecordID.
161

Argument Name
Symbol
BusObject
Default User
Property Name
Description
name.
If this Business Object
name is provided, an
attempt to update the record
status (for example
Activity) is made.
BusComp
Action
The Siebel Business

Component name.
If this Business Component
name is provided, an
attempt to update the record
status (for example
Activity) is made.
InteractionField

contains the Genesys
InteractionId.
StatusField
M**

contains the status
information.
SubStatusField

contains substatus
information.
SuccessStatus
The value of a record's

status in the case of a
successful operation.
162
Gplus Adapter 8.0

Argument Name
Symbol
SuccessSubStatus
Default User
Property Name
Description
substatus in the case of a
FailedStatus

status in the case of a failed
operation.
FailedSubStatus

failed operation.
UserField

UserName

a Siebel record if a
UserField argument is
provided.
163
Using the GplusMediaRoute Business Service
Using the GplusMediaRoute Business

Service
The GplusMediaRoute business service provides agent functionality, allows for
the pulling and marking of an interaction as completed, and updates the Siebel
record.
The GplusMediaRoute business service contains the following methods:
The GetTopWorkItem Method
The GetTopActiveItemInfo Method
The MarkWorkItemDone Method
The PullInteraction Method
The UpdateActivity Method
Table 39, The MarkDone Methods Input Parameters, on page 166
Table 40, The PullInteraction Method Input Parameters, on page 169
Table 41, The UpdateActivity Method Input Parameters, on page 171
The following symbols, found in the tables listed above, represent the different
methods and arguments:
M:
M*:
properties.
M**:

record status.
O:
Note: To enable a debug log, you may add a DebugLogFile input parameter
164
Gplus Adapter 8.0
The GetTopWorkItem Method

The GetTopWorkItem method is used to get the ThirdPartyId parameter of a top
active work item.
The single input optional parameter is MediaType. If the MediaType parameter is
provided, then the ThirdPartyId is returned only if top active work item's
media type is equal to its value.
The output parameter is ThirdPartyId. For the meaning of these parameters see
the Overview on page 152.
The GetTopActiveItemInfo Method

The GetTopActiveItemInfo method is used to get information about a top active
work item.
It does not have any input parameters.
The output parameters are DriverWorkTrackID (that corresponds to Interaction
Id), MediaType, and ThirdPartyId.
The MarkWorkItemDone Method

The MarkWorkItemDone method is used to mark a Siebel work item as done.
If the QueueName input parameter is set then it is used; otherwise, the
QueueParameterName parameter is used and the provided parameter is read from
the CTI Communications configuration.
If the QueueParameterName input parameter name is not set, then the default
value MediaRoutingDoneQueue is used. If there is no configuration parameter
found, then a special predefined queue __STOP__ is used.
The MarkWorkItemDone method sets a MarkDoneQueue output parameter and
invokes a MarkDoneMR command from the CTI Communications configuration.
Note:
The MarkDoneMR command uses the

{@SelectedWorkItem:DriverWorkTrackID} Siebel macros, so this
command is applied to a selected work item.
The output parameter values are Result and ErrorText.

indicates a failed operation.
For a list of the input parameters and their descriptions, see Table 39 on
page 166.
165
Table 39: The MarkDone Methods Input Parameters

Argument Name
Symbol
QueueName
Default User Property

Name
Description
The name of the queue where
the interaction should be
placed.
__STOP__. This value is used
if:
neither QueueName, nor
QueueParameterName is
provided
there is no CTI parameter
found
if it is empty.
QueueParameterName
The CTI Communications

parameter name that contains
the queue name where an
interaction should be placed.
This value is used if there is
no QueueName provided.
MediaRoutingDoneQueue.
ThirdPartyId
M**
The RecordId for a search

item of an interaction that is
to be marked as done.
the InteractionId
parameters must be provided.
InteractionId
M**
The InteractionId
If there is no value provided,
the value is found by
searching the business
component by using the
ThirdpartyId value.
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Gplus Adapter 8.0
Table 39: The MarkDone Methods Input Parameters (Continued)

Argument Name
Symbol
BusObject
M**

Name
Description
A Siebel Business Object
name.
If this Business Object name
is provided, an attempt to
update the record status (for
BusComp
M**
A Siebel Business
Component name.
made.
RecIdField
M**

contains the Siebel RecordID.
InteractionField
M**

InteractionId.
StatusField
M**

contains the status
information.
SubStatusField

contains the substatus
information.
167
Table 39: The MarkDone Methods Input Parameters (Continued)

Argument Name
Symbol
SuccessStatus

Name
Description
The value of a record's status
in a case of a successful
operation.
SuccessSubStatus

FailedStatus

in the case of a failed
operation.
FailedSubStatus

failed operation.
UserField

UserName
A user name that is set for a

Siebel record if the UserField
argument is provided.
There is no default value
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The PullInteraction Method

The PullInteraction method is used to pull an interaction from a queue while
it is in the queue waiting for processing.
Note: The interaction can not be pulled, if the interaction is being processed
by another agent or by Genesys Universal Routing.

If the InteractionId input parameter is set, it is used; otherwise the
ThirdPartyId is used to find a proper InteractionId. The PullInteraction
method opens a BusComp from the BusObject, locates a record where the
RecIdField field equals ThirdPartyId, and uses an InteractionField field as
the InteractionId. This method sets the InteractionId output parameter and
invokes the OpenMediaPullInteractionById command from the
Communications configuration.
For a list of input parameters and their descriptions, see Table 40.
Table 40: The PullInteraction Method Input Parameters
Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
The RecordID for the search
interaction to be pulled.
the InteractionId
InteractionId
The InteractionId to be
used to pull the interaction.
the InteractionId
ThirdpartyId value.
169
Table 40: The PullInteraction Method Input Parameters (Continued)

Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
The ID to be used as the
Siebel RecordID.
See the RecIdField on
page 170.
BusObject
M
(if no

name.
InteractionID

is provided)

BusComp
M
(if no
The Siebel Business

Component name.
InteractionID

made.
is provided)

InteractionField
M
(if no
InteractionID
is provided)

InteractionId.
RecIdField
170
M
(if no
InteractionID

contains the Siebel RecordID.
is provided)
Gplus Adapter 8.0
The UpdateActivity Method

The UpdateActivity method is used to update Siebel records. Using this
method, it is possible to update the following values:
Interaction Id: the value that is that stored in a field reference by the
InteractionField parameter.
Status: the value that is stored in a field referenced by the StatusField
parameter.
Substatus: the value that is that stored in a field referenced by the

SubStatusField parameter.
User name: the value that is stored in a field referenced by the UserField
parameter.
Table 41: The UpdateActivity Method Input Parameters
Argument Name
Symbol
ThirdPartyId
Default User
Description
Property Name
The RecordID for the search
interaction to be pulled.
the InteractionId
InteractionId
The InteractionID to be
used to pull the interaction.
the InteractionId parameters
must be provided.
ThirdpartyId value.
171
Table 41: The UpdateActivity Method Input Parameters (Continued)

Argument Name
Symbol
BusObject
Default User
Description
Property Name
name.
BusComp
The Siebel Business

Component name.
made.
RecIdField

InteractionField

the Genesys InteractionId.
StatusField

the status information.
SubStatusField

the substatus information.
SuccessStatus

in a case of a successful
operation.
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Table 41: The UpdateActivity Method Input Parameters (Continued)

Argument Name
Symbol
SuccessSubStatus
Default User
Description
Property Name
FailedStatus

in the case of a failed
operation.
FailedSubStatus

failed operation.
UserField

a user name.
UserName

provided.
173
The Applet Customization

The Media Routing Component customizes the Comm Outbound Item Form
applet by adding some script code in the function WebApplet_InvokeMethod
(MethodName) server scripts. If MethodName equals EmailSend or EmailCancel, the
script calls a MarkDoneMR command from the Communications configuration to
mark an interaction as done and removes it from the list of active work items.
If you use the Media Routing Component for routing an interaction that is
different from Siebel eMail, you should add similar customization to the
appropriate applet. Or, you may add a button on the toolbar or a menu item in
the Communications menu to mark an active interaction as done.
Invoking a MarkDoneMR Command

You may invoke a MarkDoneMR command from the Communications
configuration as follows:
Example 1
var outQueue = "Mark_Done_Queue_Name";

var ctiSvc = TheApplication().GetService("Communications Client");
var inp = TheApplication().NewPropertySet();
var outp = TheApplication().NewPropertySet();
inp.SetProperty("MarkDoneQueue", outQueue);
ctiSvc.InvokeMethod("MarkDoneMR ", inp,outp);
Or, you may invoke a MarkWorkItemDone method of the GplusMediaRoute

business service:
Example 2
var outQueue = "Mark_Done_Queue_Name";

var ctiSvc = TheApplication().GetService("GplusMediaRoute ");
var inp = TheApplication().NewPropertySet();
var outp = TheApplication().NewPropertySet();
inp.SetProperty("QueueName", outQueue);
ctiSvc.InvokeMethod("MarkWorkItemDone ", inp,outp);
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Routing Siebel Work Items

The Media Routing Component for Siebel can be used for routing any type of
Siebel work items, both in real-time and in background (non real-time) modes.
The Media Routing Component provides the basic functionality for Siebel
work item routing, but customization is required to provide a graphical user
interface (GUI). See the Gplus Adapter 8.0 for Siebel CRM Deployment Guide
for general information about configuring the Media Routing Component.
The Group buttons on the Communications toolbar work for all interaction
typesfor example, Logon/Logout, Accept, and Ready/NotReady. However, you
should create Ready and NotReady commands for custom media types and then
add them into the proper command groupsfor example, the ReadyGroup
command group and the NotReadyGroup command group.
Creating Commands for Custom Media Types

Example 3 is a command sample.
Note: A media type is set with the prefix @ in both the DeviceCommand and the
FilterSpec parameters.
Example 3
[Command:ReadyForSiebelSRGroup]
FilterSpec = "[$GetCommandStatus(@ServiceRequest@OpenMediaReady)] =
'Enabled'"
Hidden = "FALSE"
DeviceCommand = "@ServiceRequest@OpenMediaReady"
Description = "Set ready for SiebelSR media type"
Profile = " Gplus Universal Profile "
[Command:NotReadyForSiebelSR]
FilterSpec = "[$GetCommandStatus(@ServiceRequest@OpenMediaNotReady)] =
'Enabled'"
Hidden = "FALSE"
DeviceCommand = "@ServiceRequest@OpenMediaNotReady"
Description = "Set SiebelSR media type"
175
Using the Route Method to Send a Routing Request

To send a routing request, you must use the route method of the
GplusMediaRouteIXN business service. Example 4 is a sample route command to
route a service request. To use it, set the SubmitQueue parameter. If you send a
routing request in a workflow, you must also set the ConnectionName parameter
value. See The Route Method on page 154 for more information.
Example 4
[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.PrimaryGOMSConnectionSubsystem = "
GplusOpenMediaServerPrimary "
176
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.SubStatusField
= "Sub-Status"
ServiceParam.RefreshViewAfterUpdate
= "Yes"
Comments
= ""
Gplus Adapter 8.0
The ServiceParam.ThirdPartyId parameter should be set to the ID field for a

Siebel work item record; the parameter should have the same fields as a proper
event handler. In Example 4, the SR Number field value is used as the
ThirdPartyId parameter.
Note: The InteractionField parameter is set in Example 4 so that it is
possible to use the Pull/Stop functionality. As the SuccessStatus

parameter is absent, this method does not update the record status. If
you want to do a record status update, you may add the SuccessStatus
and FailedStatus parameters. For more information, see The Route
Method on page 154.
In Example 4, the ServiceParam.Subject is an optional parameter, and it is
added as an AttachedUserData value. However, this value is used in a work
item description text message. See the itx_scdrv.xml file in the Gplus
Communication Server folder. For more information, see Using the
GplusMediaRouteIXN Business Service on page 153.
Creating an Event Handler

Procedure:
Creating an event handler
Purpose: To create an event handler for each custom media type to open a
Siebel view for the routed work item.
Start of procedure
1. To accept a routed work item, the agent must click the Accept group button
or the Accept Multimedia Interaction sub-button.
2. Create an event handler for the OpenMediaAccepted event for each custom
media type to open a Siebel view for the routed work item.
3. Set the QuerySpec parameter to the value:
FieldName='{ThirdPartyId}
where FieldName is the ID field for a Siebel work item.

4. Set the SingleView parameter to a proper Siebel view name. See Example 5
and Example 6:
Example 5
[EventHandler:OpenMediaSelectedSR]
Filter.MediaType
= "ServiceRequest"
Profile
Comments
= "EventHandler samples
routing"
for Siebel work items
177
Order
= "50"
Response
= "OpenSiebelViewSR"
DeviceEvent
= "OpenMediaSelected"
[EventResponse:OpenSiebelViewSR]
QueryBusComp
= "Service Request"
QueryBusObj
= "Service Request"
QuerySpec
= "SR Number='{ThirdPartyId}'"
SingleView
= "Service Request Detail View"
Comments
= "EventResponse samples for Siebel work items

routing"
If you want to update a record status and/or assign it to the agent when an
agent accepts the interaction, you should create an event handler as shown in
Example 6:
Example 6
[EventHandler:OpenMediaAcceptedSR]
Filter.ThirdPartyId = "?*"
Filter.MediaType
= "ServiceRequest"
DeviceEvent
= "OpenMediaAccepted"
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}'"
End of procedure
Next Steps
There are no further steps.
You have to provide a command to mark a work item as done. For this you
may configure the provided MarkWorkItemDone command to support your
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Gplus Adapter 8.0
custom types, such as adding the media types into the FilterMediaType
parameter value, which contains a list of media types separated by commas.
As an alternative, you may customize a button on a work item view or add a
custom button on the communication toolbar to invoke a MarkDone command.
Refer to the section The Applet Customization on page 174.
The provided out-of-the-box sample shows how to route Siebel Service
Requests in real-time mode and how to route Service Orders in background
mode. It uses the ServiceRequest media type for Siebel Service Requests and
the ServiceOrder media type for Service Orders.
Procedure:
Using the provided sample to route Siebel service
request
Purpose: To use the provided sample to route Siebel Service Requests in
real-time mode and how to route Service Orders in background mode.
Start of procedure
1. Remove the comment marks in the GenComm_universal.def (appropriate
places have the following comment: "Use this command in couple with
Gplus iWD Routing for Siebel CRM") file before importing a configuration
and performing the above-mentioned actions.
2. Create a custom media type in the Genesys environment and then add in
the Channel String parameter of the Gplus Universal Profile profile
driver.
3. Set the proper values for the command and events used.
End of procedure
Next Steps
For more information about the Media Routing Component deployment and
configuration, please refer to Chapter 8 Deploying the Media Routing
Component in the Gplus Adapter 8.0 for Siebel CRM Deployment Guide.
179
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Gplus Adapter 8.0
Chapter
iWD Routing Component

Customization
The Gplus iWD Routing for Siebel CRM Component (iWD Routing
Component) integrates the Siebel and Genesys softwares handling of
interactions.
Note: The Gplus iWD Routing for Siebel CRM and Gplus Media Routing
for Siebel CRM components contain common parts of code. It is not

recommended to use both these components simultaneously.
This chapter describes the iWD Routing Components interfaces and
customizations in the following sections:
Overview, page 182
Using the GplusMediaRouteiWD Business Service, page 183
Using the GplusMediaRoute Business Service, page 213
The Applet Customization, page 213
Using the iWD Routing Component for Routing Siebel Work Items,
page 213
Note: The Gplus Media Routing for Siebel CRM and Gplus iWD Routing
for Siebel CRM components contain common parts of the code. It is

not recommended to use both of these components simultaneously.
181
Chapter 4: iWD Routing Component Customization
Overview
Overview
The principal parts of the iWD Routing Component 8.0 are shown in Figure 4
Figure 4: Principal Parts of the iWD Routing Component
In general, the iWD Routing Component consists of two functions:
Support of server functionality. This functionality provides the ability to

submit requests to the Genesys iWD solution to control the interaction
routing process from the Siebel side.
Support of agent functionality. This functionality provides the ability to

handle an interaction during an agent session.
Refer to the Gplus Adapter 8.0 for Siebel CRM Deployment Guide for details.
The server functionality is provided by the GplusMediaRoutingiWD Siebel
business service, which allows the formation and the distribution of requests to
Genesys iWD. Additionally, there are several automatically generated objects
used in tandem with the GplusMediaRoutingiWD business service. They
represent the outbound Web service that communicates with iWD Web Service
Capture Point, and they do not require any customization. Refer to the Gplus
Adapter 8.0 for Siebel CRM Deployment Guide for details.
The agent functionality is provided by the GplusMediaRuote Siebel business
service, which allows pulling an interaction, marking it as done, and updating
the Siebel object that corresponds to the interaction.
The iWD Routing Component supports a link between Siebel activities and
Genesys interactions by means of a one-to-one relationship between the
InteractionId and the ThirdPartyId, where InteractionId represents a
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Gplus Adapter 8.0
Using the GplusMediaRouteiWD Business Service
Genesys InteractionID, and ThirdPartyId represents a Siebel activity

RecordID (or another object, for exampleService Request). A special field in
the ThirdPartyId that represents the Siebel object is used to store a Genesys
InteractionId (for examplethe Call Id field is used for Siebel eMail) and
the Genesys interaction should contain the ThirdPartyId in the attached data.
Note: To keep semblance with Media Routing Component, the
ThirdPartyId name is used as a parameter name, and it is mapped to
the Capture Id iWD parameter.
The relationship between the Siebel activities and the Genesys interactions is
essential for the Pull/Stop functionality to work. However, if you do not use
this functionality, you may choose not to support this association in your
customization (for exampleyou may choose not to store a Genesys
InteractionId in a Siebel eMail activity record). Regardless of whether you
use the Pull/Stop functionality or not, each Genesys interaction must have a
ThirdPartyId. For your individual customization, you may use any unique
Siebel record field value as the ThirdPartyId.
For examplewhen a GplusMediaRouting-ProcessMessage workflow sends a
routing request, it writes an InteractionId in the Call Id field of the Action
Business Component and changes the status of the Siebel activity. If it is a
successful routing request, the activity status will be Queued; otherwise it will
be NotQueued.
For your customization, you may use any field instead of the Call Id field. If a
Siebel Business Component does not have a spare or reusable field to be used
for a Genesys Interaction Id, you must add a new field into the Business
Component using the custom extension columns or an extension table. For
more information, see the Siebel Tools Reference from Siebel.
Using the GplusMediaRouteiWD Business

Service
The GplusMediaRouteiWD business service provides server functionality and
enables requests to be submited that are supported by Genesys iWD to control
the interaction routing process.
The GplusMediaRouteiWD business service contains the following methods:
The cancelTaskByCaptureId Method
The completeTaskByCaptureId Method
The createTask Method
The getTaskByCaptureId Method
The holdTaskByCaptureId Method
The ping Method
183
The restartTaskByCaptureId Method
The resumeTaskByCaptureId Method
The updateTaskByCaptureId Method
For a detailed description of these iWD methods, see the intelligent Workload
Distribution 8.0. Deployment Guide for details.
Table 42, The cancelTaskByCaptureId Input Parameters, on page 185
Table 43, The completeTaskByCaptureId Input Parameters, on page 188
Table 44, The createTask Input Parameters, on page 192
Table 45, The getTaskByCaptureId Input Parameters, on page 196
Table 46, The holdTaskByCaptureId Input Parameters, on page 198
Table 47, The ping Input Parameters, on page 201
Table 48, The restartTaskByCaptureId Input Parameters, on page 202
Table 49, The resumeTaskByCaptureId Input Parameters, on page 206
Table 50, The updateTaskByCaptureId Input Parameters, on page 209
The following symbols, found in the tables listed above, represent the different
methods and arguments:
M:
M*:
properties.
M**:

record status.
O:
Note: To enable a debug log, you can add a DebugLogFile input parameter
The cancelTaskByCaptureId Method

The cancelTaskByCaptureId method is used to send a cancelTaskByCaptureId
request to the Genesys iWD. This method cancels an interaction from routing.
The cancelTaskByCaptureId method gathers all the necessary input parameters
and sends a cancelTaskByCaptureId request to iWD. Also, this method can
update the Siebel object record status, if required.
This method returns the RouteResult, Result, and ErrorText parameters.
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Gplus Adapter 8.0

indicates an unsuccessful operation. The Result value was introduced in
addition to the RouteResult, since it is the standard Siebel output parameter
that is used in CTI Communications.
Note: If the cancelTaskByCaptureId method is configured to update the
Siebel object record, the update results (whether successful or not) do

not affect the overall results. The method results depend on direct
iWD call results only.
Table 42: The cancelTaskByCaptureId Input Parameters
Argument Name
Symbol Default User

Property Name
Description
ThirdPartyId
The RecordId for the routing

interaction.
Used as the CaptureId
parameter value for iWD.
PrimaryOutboundDispatcherBS
PrimaryOutbound
DispatcherBS
The name of the business

service based on the
CSSWSOutboundDispatcher
class that is generated during

the Web Service creation
(<mediaBusService>) and is
intended to control the
Outbound Web Service,
which is used as a primary
web service.
BackupOutboundDispatcherBS
BackupOutbound
DispatcherBS

class that is generated during

the Web Service creation
which is used as a backup.
185
Table 42: The cancelTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol Default User

Property Name
Description
Actor
defaultActor
iWD: The user or system that

created the task. This
argument is used only for
auditing purposes and is set to
SYSTEM if the value is not
provided.
Reason
defaultReason
iWD
BusObject
M**

name.
If provided*, an attempt is
made to update the record
status (for example
Activity).
BusComp
M**
The Siebel Business

Component name.
status (for example
Activity).
RecIdField
M**

InteractionField
M**

InteractionID.
StatusField
M**

contains the status
information.
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Gplus Adapter 8.0
Table 42: The cancelTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol Default User

Property Name
Description
SubStatusField

information.
SuccessStatus

status if a call made to iWD
is successful.
SuccessSubStatus

substatus if a call made to
iWD is successful.
FailedStatus

status if a call made to iWD
is unsuccessful.
FailedSubStatus

iWD is unsuccessful.
UserField
The name of a business

component field that
contains the user name.
UserName

provided.
187
The completeTaskByCaptureId Method

The completeTaskByCaptureId method is used to send a
completeTaskByCaptureId request to the Genesys iWD. This method completes
an interaction routing process.
The completeTaskByCaptureId method gathers all of the necessary input
parameters and sends a completeTaskByCaptureId request to iWD. Also, this
This method returns the RouteResult, Result, and ErrorText parameters.
Note: If the completeTaskByCaptureId method is configured to update the
Siebel object record, the updated results (whether successful or not)

do not affect the overall results. The method results depend on direct
Table 43: The completeTaskByCaptureId Input Parameters
Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
The ID of a Siebel work
item.
parameter value for the
iWD.
PrimaryOutbound
DispatcherBS

service based on
class that is generated

during the Web Service
creation
(<mediaBusService>) and
web service.
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Gplus Adapter 8.0
Table 43: The completeTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol
Default User
Property Name
Description
BackupOutbound
DispatcherBS


creation
Actor
completedDateTime
defaultActor
iWD: The user or system

that created the task. This
auditing purposes and is set
to SYSTEM, if the value is
not provided.
iWD: The date and time
when the task was
completed.
Format is
YYYY-MM-DDThh:mm:ss.
Reason
BusObject
M**
defaultReason
iWD
name.
status (for example
Activity).
BusComp
M**
The Siebel business

component name.
status (for example
Activity).
189

Argument Name
Symbol
RecIdField
M**
Default User
Property Name
Description
contains the Siebel
RecordID.
InteractionField
M**

InteractionID.
StatusField
M**

contains the status
information.
SubStatusField

information.
SuccessStatus

status if a call made to
iWD is successful.
SuccessSubStatus

iWD is successful.
FailedStatus

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Gplus Adapter 8.0

Argument Name
Symbol
FailedSubStatus
Default User
Property Name
Description

UserField

UserName
The user name that is set

for the Siebel record if the
provided.
The createTask Method

The createTask method is used to send a createTask request to the Genesys
iWD. This method submits an interaction into a routing process.
The createTask method gathers all the necessary input parameters and sends a
createTask request to iWD. If you would like to add some AttachedUserData
values to a request, you should add custom input arguments. All input
arguments, except the predefined arguments, are attached to a createTask
request as AttachedUserData. Also, this method can update the Siebel object
record status, if required.
This method returns the Result, ErrorText, RouteResult, and RouteMessage
parameters.
191
The RouteMessage parameter contains the Genesys InteractionId.

Note: If the createTask method is configured to update the Siebel object
record, the updated results (whether successful or not) do not affect

the overall results. The method results depend on direct iWD call
results only.
Table 44: The createTask Input Parameters
Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
item.
iWD.
PrimaryOutbound
DispatcherBS


creation
web service.
BackupOutbound
DispatcherBS


creation
192
Gplus Adapter 8.0
Table 44: The createTask Input Parameters (Continued)

Argument Name
Symbol
ActivationDateTime
Default User
Property Name
Description
when the task becomes
active. Before the task is
activated, it remains queued
and is not reprioritized and
distributed.
If this parameter is not
provided, the task becomes
active instantly.
The format is
Actor
defaultActor

argument is only used for
not provided.
BusinessValue
M*
defaultBusiness
Value
iWD: The business value of

the task.
Category
Channel
DueDateTime
iWD: The task's category.

For exampleFollowup.
defaultChannel
iWD: The task's media

channel. For exampleFax,
Email, or Web form.
iWD: The date and time by
which the task should be
completed according to
SLA.
The format is
ExpirationDateTime
iWD: The time when the

task expires and is archived.
Only the tasks that have
been canceled, completed,
or rejected are archived.
The format is
193

Argument Name
Symbol
Default User
Property Name
Description
Hold
M*
defaultHold
iWD: Decides whether to

initially hold the task. If
true, the task is created with
the initial status set to
NewHeld and is not
processed any further until a
subsequent call to resume
the TaskByCaptureId.
Priority
M*
defaultPriority
iWD: The task priority,

which is an integer number
used to order tasks
submitted to the distribution
system.
ProcessId
defaultProcessId iWD: The ID of the process
to which the task should be

assigned.
Reason
BusObject
M**
defaultReason
iWD
name.
status (for example
Activity).
BusComp
M**
The Siebel Business

Component name.
status (for example
Activity).
RecIdField
M**

contains the Siebel
RecordID.
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Gplus Adapter 8.0

Argument Name
Symbol
InteractionField
M**
Default User
Property Name
Description

component field that
InteractionID.
StatusField
M**

contains the status
information.
SubStatusField

information.
SuccessStatus

iWD is successful.
SuccessSubStatus

iWD is successful.
FailedStatus

FailedSubStatus

195

Argument Name
Symbol
UserField
Default User
Property Name
Description

UserName

provided.
The getTaskByCaptureId Method

The getTaskByCaptureId method is used to send a getTaskByCaptureId request
to Genesys iWD. This method is used to request current information about the
interaction.
The getTaskByCaptureId method gathers all the necessary input parameters
and sends a getTaskByCaptureId request to iWD.
This method returns the Result, ErrorText, and RouteResult parameters.
If the request is successful, the requested information is set as a child property.
Table 45: The getTaskByCaptureId Input Parameters
Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
item.
iWD.
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Gplus Adapter 8.0
Table 45: The getTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol
Default User
Property Name
Description
PrimaryOutbound
DispatcherBS

service based on

creation
web service.
BackupOutbound
DispatcherBS


creation
The holdTaskByCaptureId Method

The holdTaskByCaptureId method is used to send a holdTaskByCaptureId
request to the Genesys iWD. This method puts an interaction on hold.
The holdTaskByCaptureId method gathers all the necessary input parameters
and sends a holdTaskByCaptureId request to iWD. Also, this method can
update the Siebel object record status, if required.
197

Note: If the holdTaskByCaptureId method is configured to update the Siebel
object record, the updated results (whether successful or not) do not

affect the overall results. The method results depend on direct iWD
call results only.
Table 46: The holdTaskByCaptureId Input Parameters
Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
item.
iWD.
PrimaryOutbound
DispatcherBS

service based on

creation
web service.
BackupOutbound
DispatcherBS


creation
Actor
198
defaultActor

not provided.
Gplus Adapter 8.0
Table 46: The holdTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol
Default User
Property Name
Description
Reason
defaultReason
iWD
BusObject
M**

name.
status (for example
Activity).
BusComp
M**
The Siebel Business

Component name.
status (for example
Activity).
RecIdField
M**

contains the Siebel
RecordID.
InteractionField
M**

InteractionID.
StatusField
M**

contains the status
information.
SubStatusField

information.
199
Table 46: The holdTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol
Default User
Property Name
Description
SuccessStatus

iWD is successful.
SuccessSubStatus

iWD is successful.
FailedStatus

FailedSubStatus

UserField

UserName

provided.
The ping Method

The ping method is used to send a ping request to the Genesys iWD. This
method checks if the iWD Web Service Capture Point is alive or not. The ping
method gathers all of the necessary input parameters and sends a ping request
to iWD.
The method returns the Result, ErrorText, and RouteResult parameters.
200
Gplus Adapter 8.0

that is used in CTI communications.
Table 47: The ping Input Parameters
Argument Name
Symbol
Default User
Property Name
Description
PrimaryOutbound
DispatcherBS

service based on

creation
web service.
BackupOutbound
DispatcherBS


creation
The restartTaskByCaptureId Method

The restartTaskByCaptureId method is used to send a
restartTaskByCaptureId request to Genesys iWD. This method restarts the
routing process for an interaction.
The restartTaskByCaptureId method gathers all the necessary input
parameters and sends a restartTaskByCaptureId request to iWD. Also, this
201

Note: If the restartTaskByCaptureId method is configured to update the

Table 48: The restartTaskByCaptureId Input Parameters
Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
item.
iWD.
PrimaryOutbound
DispatcherBS


creation
web service.
BackupOutbound
DispatcherBS


creation
202
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Table 48: The restartTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol
Default User
Property Name
Description
Actor
defaultActor

not provided.
Hold
M*
defaultHold
iWD: Decides whether to

initially hold the task. If the
value is true, the task is
created with the initial
status set to NewHeld and is
not processed any further
until a subsequent call to
resume the
TaskByCaptureId.
Reason
BusObject
M**
defaultReason
iWD
name.
status (for example
Activity).
BusComp
M**
The Siebel Business

Component name.
status (for example
Activity).
RecIdField
M**

contains the Siebel record
ID.
203

Argument Name
Symbol
InteractionField
M**
Default User
Property Name
Description

InteractionID.
StatusField
M**

contains the status
information.
SubStatusField

information.
SuccessStatus

iWD is successful.
SuccessSubStatus

iWD is successful.
FailedStatus

FailedSubStatus

204
Gplus Adapter 8.0

Argument Name
Symbol
UserField
Default User
Property Name
Description

UserName

for the Siebel record, if the
provided.
The resumeTaskByCaptureId Method

The resumeTaskByCaptureId method is used to send a resumeTaskByCaptureId
request to Genesys iWD. This method resumes an interaction routing after it
was held.
The resumeTaskByCaptureId method gathers all of the necessary input
parameters and sends a resumeTaskByCaptureId request to iWD. Also, this
The method returns the Result, ErrorText, and RouteResult parameters.
Note: If the resumeTaskByCaptureId method is configured to update the

205
Table 49: The resumeTaskByCaptureId Input Parameters
Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
item.
iWD.
PrimaryOutbound
DispatcherBS


creation
web service.
BackupOutbound
DispatcherBS


creation
Actor
defaultActor

not provided.
Reason
defaultReason
iWD
206
Gplus Adapter 8.0
Table 49: The resumeTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol
BusObject
M**
Default User
Property Name
Description
name.
status (for example
Activity).
BusComp
M**
The Siebel Business

Component name.
status (for example
Activity).
RecIdField
M**

contains the Siebel
RecordID.

InteractionField
M**

InteractionID.
StatusField
M**

contains the status
information.
SubStatusField

information.
207
Table 49: The resumeTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol
Default User
Property Name
Description
SuccessStatus

iWD is successful.
SuccessSubStatus

iWD is successful.
FailedStatus

FailedSubStatus

UserField

UserName

for the Siebel record, if the
provided.
The updateTaskByCaptureId Method

The updateTaskByCaptureId method is used to send an updateTaskByCaptureId
request to the Genesys iWD. This method updates the interaction information.
The updateTaskByCaptureId method gathers all of the necessary input
parameters and sends an updateTaskByCaptureId request to iWD. If you would
like to add some AttachedUserData values to a request, you should add custom
input arguments. All input arguments, except the predefined arguments, are
attached to an updateTaskByCaptureId request as an AttachedUserData. Also,
this method can update the Siebel object record status, if required.
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Gplus Adapter 8.0

Note: If the updateTaskByCaptureId method is configured to update the

Table 50: The updateTaskByCaptureId Input Parameters
Argument Name
Symbol
ThirdPartyId
Default User
Property Name
Description
item.
iWD.
PrimaryOutbound
DispatcherBS

service based on

creation
web service.
209
Table 50: The updateTaskByCaptureId Input Parameters (Continued)

Argument Name
Symbol
Default User
Property Name
Description
BackupOutbound
DispatcherBS


creation
ActivationDateTime

when the task becomes
active. Before the task is
activated, it remains queued
and is not reprioritized and
distributed.
If this parameter is not
provided, the task becomes
active instantly.
The format is
Actor
defaultActor

not provided.
BusinessValue
M*
defaultBusiness
Value
iWD: The business value of

the task.
Category
Channel
210
iWD: The task's category.

For exampleFollowup.
defaultChannel
iWD: The task's media

channel. For exampleFax,
Email, or Webform.
Gplus Adapter 8.0

Argument Name
Symbol
DueDateTime
Default User
Property Name
Description
iWD: The date and time by
which the task should be
completed according to
SLA.
The format is
ExpirationDateTime
iWD: The time when the

task expires and is archived.
Only the tasks that have
been canceled, completed or
rejected are archived.
The format is
Hold
M*
defaultHold
iWD: Used to decide

whether to initially hold the
task, or not to hold the task.
If the argument is true, the
task is created with the
initial status set to NewHeld
and is not processed any
further until a subsequent
call to resume the
TaskByCaptureId.
Priority
M*
defaultPriority
iWD: The task priority,

which is an integer number
used to order tasks
submitted to the distribution
system.
Processid
defaultProcessId iWD: The ID of the process
to which the task should be

assigned.
Reason
defaultReason
iWD
211

Argument Name
Symbol
BusObject
M**
Default User
Property Name
Description
name.
status (for example
Activity).
BusComp
M**
The Siebel Business

Component name.
status (for example
Activity).
RecIdField
M**

contains the Siebel
RecordID.
InteractionField
M**

InteractionID.
StatusField
M**

contains the status
information.
SubStatusField

information.
212
Gplus Adapter 8.0
Using the GplusMediaRoute Business

Service
See Using the GplusMediaRoute Business Service on page 164 for more
information.

See The Applet Customization on page 174 for more information.
Using the iWD Routing Component for

The iWD Routing Component for Siebel can be used for routing any type of
Siebel work item both in real-time and in background mode. The Media
Routing Component provides basic functionality for Siebel work item routing,
but customization is required to provide a graphical user interface (GUI). See
the Gplus Adapter 8.0 for Siebel CRM Deployment Guide for general
information on configuration of the Media Routing Component.
The Group buttons on the Communications toolbar work for all interaction
types, such as Logon/Logout, Accept, and Ready/NotReady. However, you
should create Ready and NotReady commands for custom media types and add
them into the proper command groups, such as the ReadyGroup command
group and the NotReadyGroup command group.
Creating Commands for Custom Media Types

Example 1 is a command sample.
Note: A media type is set with the prefix @ in the DeviceCommand parameter
and in the FilterSpec parameter.

Example 1
[Command:ReadyForSiebelSRGroup]
FilterSpec = "[$GetCommandStatus(@ServiceRequest@OpenMediaReady)] =
'Enabled'"
Hidden = "FALSE"
DeviceCommand = "@ServiceRequest@OpenMediaReady"
Description = "Set ready for SiebelSR media type"
213
Chapter 4: iWD Routing Component Customization Using the iWD Routing Component for Routing Siebel Work Items
[Command:NotReadyForSiebelSR]
FilterSpec = "[$GetCommandStatus(@ServiceRequest@OpenMediaNotReady)] =
'Enabled'"
Hidden = "FALSE"
DeviceCommand = "@ServiceRequest@OpenMediaNotReady"
Description = "Set SiebelSR media type"
Using the createtask Method to Send a createtask Request

To send a createTask request, you must use a createTask method of the
GplusMediaRouteiWD business service. Example 2 is a sample command to
route a service request. Change all CHANGE_ME values with appropriate values.
Refer to theThe createTask Method on page 191.
Example 2
[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"
214
Gplus Adapter 8.0
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 = ""
The ServiceParam.ThirdPartyId parameter should be set to the ID field for a

Siebel work item record; it should be the same fields as in a proper event
handler. Here the SR Number field value is used as a ThirdPartyId.
Note: he InteractionField parameter is set in Example 2, so it is possible
to use the Pull/Stop functionality. As the SuccessStatus and

SuccessSubStatus parameters are absent, the method does not update
the record status. If you want to do a record status update, you can
add the SuccessStatus/SuccessSubStatus and
FailedStatus/FailedSubStatus parameters. See The createTask
Method on page 191.
In Example 2, the ServiceParam.Subject is an optional parameter, and it is
added as an AttachedUserData value. However, this value is used in a work
item description text message. See the itx_scdrv.xml file in the Gplus
Communication Server folder. For more information, see Using the
GplusMediaRouteiWD Business Service on page 183.
Creating an Event Handler

Procedure:
Creating an event handler
Purpose: To create an event handler for each custom media type to open a
Siebel view for the routed work item.
Start of procedure
1. To accept a routed work item, the agent must click the Accept group button
or the Accept Multimedia Interaction sub-button.
2. Create an event handler for the OpenMediaAccepted event for each custom
media type to open a Siebel view for the routed work item.
215
3. Set the QuerySpec parameter to the value:

FieldName='{ThirdPartyId}
where FieldName is the ID field for a Siebel work item.

4. Set the SingleView parameter to a proper Siebel view name. See Example 3
and Example 4:
Example 3
[EventHandler:OpenMediaSelectedSR]
Filter.MediaType = "ServiceRequest"
Comments = "EventHandler samples for Siebel work items
routing"
Order = "50"
Response = "OpenSiebelViewSR"
DeviceEvent = "OpenMediaSelected"
[EventResponse:OpenSiebelViewSR]
QueryBusObj = "Service Request"
QuerySpec = "SR Number='{ThirdPartyId}'"
SingleView = "Service Request Detail View"
Comments = "EventResponse samples for Siebel work items
routing"
If you want to update a record status and/or assign it to the agent when an
agent accepts the interaction, you should create an event handler as shown in
Example 4:
Example 4
[EventHandler:OpenMediaAcceptedSR]
Filter.ThirdPartyId = "?*"
Filter.MediaType = "ServiceRequest"
DeviceEvent = "OpenMediaAccepted"
Response = "EventResponseAcceptSR"
Order = "50"
[EventResponse:EventResponseAcceptSR]
QueryBusObj = "Service Request"
Log = "EventLogAcceptSR"
[EventLog:EventLogAcceptSR]
216
Gplus Adapter 8.0
BusComp = "Service Request"

BusObj = "Service Request"
LogField.Owner = "{@UserName}"
LogField.Status = "CHANGE_ME"
LogField.Sub-Status = "CHANGE_ME"
QuerySpec = "SR Number='{ThirdPartyId}'"
End of procedure
Next Steps
You have to provide a command to mark a work item as done. For this you
may configure the provided MarkWorkItemDone command to support your
custom types, such as adding the media types into the FilterMediaType
parameter value, which contains a list of media types separated by commas. As
an alternative, you may customize a button on a work item view or add a
custom button on the Communications toolbar to invoke a MarkDone command.
Refer to the section The Applet Customization on page 174.
The provided out-of-the-box sample shows how to route Siebel Service
Requests in real-time mode and how to route Service Orders in background
mode. It uses the ServiceRequest media type for Siebel Service Requests and
the ServiceOrder media type for Service Orders.
Procedure:
Using the provided sample to route Siebel service
request
Purpose: To use the provided sample to route Siebel Service Requests in
real-time mode and how to route Service Orders in background mode.
Start of procedure
1. Remove the comment marks in the GenComm_universal.def (appropriate
places have the following comment: "Use this command in couple with
Gplus iWD Routing for Siebel CRM") file before importing a configuration
and performing the above-mentioned actions.
2. Create a custom media type in the Genesys environment and then add in
the Channel String parameter of the Gplus Universal Profile profile
driver.
3. Set the proper values for the command and events used.
End of procedure
217
Next Steps
For more information about the iWD Routing Component deployment and
configuration, refer to Chapter 8 in the Gplus Adapter 8.0 for Siebel CRM
Deployment Guide.
218
Gplus Adapter 8.0
Chapter
Using Siebel Data from the

Genesys Universal Routing
Solution
It may be beneficial to use the data stored in Siebel CRM or to invoke some
Siebel functionality from the Genesys Universal Routing solution. This can be
achieved through the Web Service (Simple Object Access ProtocolSOAP)
interface. On a high level, the data access should be represented as a Siebel
business service and exposed as an inbound web service. On the Genesys side,
the web service strategy-building object should be used to invoke the business
service from a routing strategy.
This chapter describes use of Siebel data from the Genesys Universal Routing
solution in the following sections:
Checking the Inbound Web Service, page 219
Using the Web Service, page 221
Checking the Inbound Web Service

Procedure:
Managing the Siebel inbound web services on a Siebel
client
Purpose: To administer Siebel inbound web services on the Siebel client
219
Chapter 5: Using Siebel Data from the Genesys Universal Routing Solution
Checking the Inbound Web Service
Start of procedure
1. Navigate to View > Site Map > Administration - Web Services > Inbound
Web Services. See Figure 5.
2. Select a web service. (This chapter uses the standard Siebel Contact web
service as an example.)
For more information about how to create your own Inbound Web Service,
refer to the Siebel documentation.
Figure 5: The Siebel Inbound Web Services Administration View
End of procedure
Next Steps
220
Gplus Adapter 8.0
Using the Web Service

On the Genesys side, include the Web Service object into an appropriate
routing strategy to perform SOAP requests to the Siebel database. See
Figure 6.
Figure 6: Example of Using the Web Service Object in a Routing Strategy
The Web Service object has the following properties (see Figure 7 on
page 222):
The Web Service URL contains the URL for the appropriate web service.
For this example, the URL has the following structure:
http://<webserver>/eai_<lang>/start.swe?SWEExtSource=WebService&SWE
ExtCmd=Execute&UserName=<UserName>&Password=<Password>
You can get this URL from the Address field of the Service Port applet of
the Inbound Web Services Administration view
The Method name contains the SOAP method name to invoke. It has the
following structure:
<namespase variable name>:<SOAP method name>
You can find the valid method names in the Operations applet of the
Inbound Web Services Administration view.
The Method namespace contains the namespace for the SOAP request. It has
the following structure:
<namespase variable name>=< namespace>
The SOAPaction contains the SOAP action. It has the following structure:
rpc/< SOAP method name >
The Request parameters contains the key-value pairs that correspond to the
SOAP method input parameters.
221
Figure 7: Web Service Object Properties - General Tab
To get the methods parameter list, refer to the Siebel Tools Business Service
screen. You can find appropriate business service names in the Business
Service field of the Service Port applet of the Inbound Web Services
Administration view.
You can assign the result of the SOAP request, for example, to a strategy local
variable. (See Figure 8 on page 223.)
222
Gplus Adapter 8.0
Figure 8: Web Service Object Properties - Result Tab
Reference to the SOAP response generally depends on the requested method

output variables typefor example, the reference to the EmailAddress field is:
SiebelContactQueryByIdResponse.SiebelMessage.ListOfContactInterface.Con
tact.Contact.EmailAddress
For more information related to the Web Service object functionality of

Genesys Universal Routing, refer to the Universal Routing documentation.
You can operate with the SOAP request results using an If expression strategy
objectfor example, see Figure 6 on page 221 and Figure 9 on page 224.
223
Figure 9: If Expression Object Parameters
For example, you can compare what is assigned in a Web Service object
variable with other data.
Notes: If the Siebel Web Service method returns the SiebelMessage value (an
Integration object), the result key value will be a list instead of a base
typed value. Use the ListGetXXX[] method to retrieve the base typed
values from this list.
Currently, the Web Service strategy building block does not support
input/output parameters of arbitrary complexity. If it is necessary to
use such a business service, it should be wrapped up into another
business service with plain parameters. For general information about
the Web Service strategy building block, please refer to the Genesys
Universal Routing documentation.
224
Gplus Adapter 8.0
Supplements
Related Documentation
Resources
The following resources provide additional information that is relevant to this
software. Consult these additional resources as necessary.
Gplus Adapter for Siebel CRM
Gplus Adapter 8.0 for Siebel CRM Users Guide. Explains how to use the
Adapter in your contact center environment. Introduces the Gplus Adapter
and highlights new features in the current release.
Gplus Adapter 8.0 for Siebel CRM Developers Guide. Describes the API
(application programming interface) with which you can customize the
export of campaigns, campaign contacts, and Do Not Call requests from
Siebel to Genesys software.
Genesys
Genesys Technical Publications Glossary, which ships on the Genesys

Documentation Library DVD and which provides a comprehensive list of
the Genesys and computer-telephony integration (CTI) terminology and
acronyms used in this document.
Genesys Migration Guide, which ships on the Genesys Documentation

Library DVD, and which provides documented migration strategies for
Genesys product releases. Contact Genesys Technical Support for more
information.
Release Notes and Product Advisories for this product, which are available
on the Genesys Technical Support website at
http://genesyslab.com/support.
Information about supported hardware and third-party software is available on

the Genesys Technical Support website in the following documents:
Genesys Supported Operating Environment Reference Manual
Genesys Supported Media Interfaces Reference Manual
225
Related Documentation Resources
Consult these additional resources as necessary:
Genesys Hardware Sizing Guide, which provides information about

Genesys hardware sizing guidelines for the Genesys 8.0 releases.
Genesys Interoperability Guide, which provides information on the

compatibility of Genesys products with various Configuration Layer
Environments; Interoperability of Reporting Templates and Solutions; and
Gplus Adapters Interoperability.
Genesys Licensing Guide, which introduces you to the concepts,

terminology, and procedures relevant to the Genesys licensing system.
Genesys Database Sizing Estimator 7.6 Worksheets, which provides a

range of expected database sizes for various Genesys products.
For additional system-wide planning tools and information, see the

release-specific listings of System Level Documents on the Genesys Technical
Support website, accessible from the system level documents by release tab
in the Knowledge Base Browse Documents Section.
Genesys product documentation is available on the:
226
Genesys Technical Support website at http://genesyslab.com/support.
Genesys Documentation Library DVD, which you can order by e-mail

from Genesys Order Management at orderman@genesyslab.com.
Gplus Adapter 8.0
Document Conventions
This document uses certain stylistic and typographical conventions
introduced herethat serve as shorthands for particular kinds of information.
Document Version Number

A version number appears at the bottom of the inside front cover of this
document. Version numbers change as new information is added to this
document. Here is a sample version number:
80fr_ref_06-2008_v8.0.001.00
You will need this number when you are talking with Genesys Technical
Support about this product.
Screen Captures Used in This Document

Screen captures from the product graphical user interface (GUI), as used in this
document, may sometimes contain minor spelling, capitalization, or
grammatical errors. The text accompanying and explaining the screen captures
corrects such errors except when such a correction would prevent you from
installing, configuring, or successfully using the product. For example, if the
name of an option contains a usage error, the name would be presented exactly
as it appears in the product GUI; the error would not be corrected in any
accompanying text.
Type Styles
Table 51 describes and illustrates the type conventions that are used in this
document.
Table 51: Type Styles
Type Style Used For
Examples
Italic
Please consult the Genesys Migration

Guide for more information.
Document titles
Emphasis
Definitions of (or first references to)
unfamiliar terms
Mathematical variables
Do not use this value for this option.

A customary and usual practice is one
that is widely accepted and used within a
particular industry or profession.
Also used to indicate placeholder text within

code samples or commands, in the special case The formula, x +1 = 7
where angle brackets are a required part of the where x stands for . . .
syntax (see the note about angle brackets on
page 228).
227
Table 51: Type Styles (Continued)

Type Style Used For
Examples
Monospace
font
All programming identifiers and GUI

elements. This convention includes:
Select the Show variables on screen

check box.
(Looks like
teletype or
The names of directories, files, folders,

configuration objects, paths, scripts, dialog
boxes, options, fields, text and list boxes,
operational modes, all buttons (including
radio buttons), check boxes, commands,
tabs, CTI events, and error messages.
In the Operand text box, enter your

formula.
typewriter
text)
The values of options.

Logical arguments and command syntax.
Code samples.
Also used for any text that users must
manually enter during a configuration or
installation procedure, or on a command line.
Click OK to exit the Properties dialog

box.
T-Server distributes the error messages in
EventError events.
If you select true for the
inbound-bsns-calls option, all
established inbound calls on a local agent
are considered business calls.
Enter exit on the command line.
Square
A particular parameter or value that is optional smcp_server -host [/flags]
brackets ([ ]) within a logical argument, a command, or
some programming syntax. That is, the
presence of the parameter or value is not
required to resolve the argument, command, or
block of code. The user decides whether to
include this optional information.
Angle
brackets
(< >)
A placeholder for a value that the user must

specify. This might be a DN or a port number
specific to your enterprise.
smcp_server -host <confighost>
Note: In some cases, angle brackets are

required characters in code syntax (for
example, in XML schemas). In these cases,
italic text is used for placeholder values.
228
Gplus Adapter 8.0
Index
Symbols
[] (square brackets). . . . . . . . . . . . . . 228

< > (angle brackets) . . . . . . . . . . . . . 228
CalcSiebelSideWaveSynchStatus method . 148

campaign lists
exporting to Genesys . . . . . . . . . . . . 16
Campaign Synchronization . . . . . . . . 47, 50
business service . . . . . . . . . . . . . . 47
data flow . . . . . . . . . . . . . . . . . . 16
request type. . . . . . . . . . . . . . . . . 26
response . . . . . . . . . . . . . . . . . . 31
Campaign Synchronization Component . . . . .
. . . . . . . . . . . . . . . . 35, 36, 48
8.0.1. . . . . . . . . . . . . . . . . . . 65, 66
API. . . . . . . . . . . . . . . 66, 67, 121
data flow . . . . . . . . . . . . . . . . . 65
list import . . . . . . . . . . . . . . . . 66
CampaignInfo . . . . . . . . . . . . . . . . . 26
cancelTaskByCaptureId . . . . . . . . . . . 184
commenting on this document . . . . . . . . . 12
Configuration Layer Environment (CLE)
. . . . . . . . . . 16, 21, 22, 26, 28, 41
conventions
in document . . . . . . . . . . . . . . . . 227
type styles. . . . . . . . . . . . . . . . . 227
A
angle brackets . . . . . . . . . . . . . . . . 228
applet
customization . . . . . . . . . . . . .174, 213
attribute
recordinfo . . . . . . . . . . . . . . . . . . 31
audience, for document . . . . . . . . . . . 10
B
brackets
angle. . . . . . . . . . . . . . . . . . . . 228
square . . . . . . . . . . . . . . . . . . . 228
BuildGenesysCallingListName method . . . 145
BuildGenesysCampaignName method . . . 144
business service . . . . . . . . . . . . . . . 66
Genesys CampSynch Campaign . . . . . 122
Genesys CampSynch Event Handler . . . 137
Genesys CampSynch Request Executor . 129
Genesys CampSynch Tools . . . . . . . . 148
Genesys CampSynch Utils . . . . . . . . 144
GplusMediaRoute . . . . . . . . . . .164, 213
GetTopWorkItem. . . . . . . . . . . . 165
MarkWorkItemDone . . . . . . . . . . 165
PullInteraction . . . . . . . . . . . . . 169
route . . . . . . . . . . . . . . . . . . 171
UpdateActivity . . . . . . . . . . . . . 171
GplusMediaRouteIXN . . . . . . . . .153, 183
route . . . . . . . . . . . . . . . . . . 154
StopWorkItem . . . . . . . . . . 159, 188
GplusMediaRoutingiWD . . . . . . . . . . 183
GplusMediaRoutingIXN . . . . . . . . . . 153
D
data flow . . . . . . . . . . . . . . . . . . 16, 65
campaign list . . . . . . . . . . . . . . . . 16
Campaign Synchronization . . . . . . . . . 16
sample . . . . . . . . . . . . . . . . . . . 19
document
audience . . . . . . . . . . . . . . . . . . 10
change history . . . . . . . . . . . . . . . 13
conventions . . . . . . . . . . . . . . . . 227
errors, commenting on . . . . . . . . . . . 12
version number . . . . . . . . . . . . . . 227
229
Index
eServices. . . . . . . . . . . . . . . . . . . 10
example
script. . . . . . . . . . . . . . . . . . . . . 56
style sheet . . . . . . . . . . . . . . . . . . 43
ImportAll method. . . . . . . . . . . . 148, 149

Inbound XML Schema . . . . . . . . . . . . . 23
InstallRuntimeEvents method . . . . . . . . 148
integration object . . . . . . . . . . . . . . . 19
intended audience . . . . . . . . . . . . . . . 10
IsCfgObjDeletionAllowed method . . . . . . 146
IsCfgObjWriteAllowed method . . . . . . . . 145
IsWFProcessRunning method . . . . . . . . 146
italics . . . . . . . . . . . . . . . . . . . . . 227
iWD Routing component . . . . . . 151, 181, 182
principals . . . . . . . . . . . . . . . . . 182
F
field
Genesys . . . . . . . . . . . . . . . . . . . 66
Siebel . . . . . . . . . . . . . . . . . . . . 66
font styles
italic . . . . . . . . . . . . . . . . . . . . 227
monospace . . . . . . . . . . . . . . . . 228
format
guidelines
configuration . . . . . . . . . . . . . . 38
format object . . . . . . . . . . . . . . . . . 66
Framework . . . . . . . . . . . . . . . . . . 10
G
Genesys
calling list . . . . . . . . . . . . 16, 17, 18, 42
Campaign Synchronization . . . . . . . . . 59
business service . . . . . . . . . . .48, 49
Configuration Layer . . . . . . . . . . . . . 35
field
map . . . . . . . . . . . . . . . . . . 36
Outbound Contact Server . . . . . . . . . . 48
Genesys Configuration Layer . . . . . . . . 66
Genesys Universal Routing Solution
Siebel Data . . . . . . . . . . . . . . . . 219
GetTopWorkItem . . . . . . . . . . . . . . . 165
GplusMediaRoute
business service. . . . . . . . . . . .164, 213
GplusMediaRouteiWD
business service. . . . . . . . . . . . . . 183
GplusMediaRouteIXN . . . . . . . . . 153, 183
business service. . . . . . . . . . . . . . 153
guidelines
format . . . . . . . . . . . . . . . . . . . . 38
method . . . . . . . . . . . . . . . . . . . 50
Siebel . . . . . . . . . . . . . . . . . . . . 36
style sheet
configuration . . . . . . . . . . . . . . 40
H
HTTP
connection . . . . . . . . . . . . . . . . . . 31
request . . . . . . . . . . . . . . . . . . . 26
response. . . . . . . . . . . . . . . . . 26, 28
230
L
list
calling . . . . . . . . . . . . . . . . . . . . 21
campaign
data flow . . . . . . . . . . . . . . . . . 16
Genesys
calling . . . . . . . . . . . . . . 16, 17, 18
import customization . . . . . . . . . . . . 19
Siebel
campaign . . . . . . . . . . . . . . 17, 18
list import. . . . . . . . . . . . . . . . . . 35, 66
ListInfo . . . . . . . . . . . . . . . . . . . . . 28
M
MarkWorkItemDone . . . . . . . . . . . . . 165
Media Routing component . . . . . . . 152, 182
applet customization . . . . . . . . . 174, 213
customization . . . . . . . . . . . . . 151, 181
Gplus Open Media Server . . . . . . . . 152
principals . . . . . . . . . . . . . . . . . 152
routing
Siebel Work items . . . . . . . . 175, 213
message
HTTP . . . . . . . . . . . . . . . . . . . . 66
method . . . . . . . . . . . . . . . . . . . . . . . . . .
71, 75, 78, 81, 84, 89, 92, 95, 98, 101, 105,
111, 114, 116, 138, 139, 140, 141, 142,
143
BuildGenesysCallingListName . . . . 144, 145
BuildGenesysCampaignName . . . . . . 144
CalcSiebelSideWaveSynchStatus . . 144, 148
CampLoadWave WriteRecord . . . . . . 137
CampSynch - Activate Calling List . . . . . 67
CampSynch - Create Campaign . . . . . . 67
CampSynch - Deactivate Calling List . . . . 67
CampSynch - Delete Calling List . . . . . . 67
CampSynch - Delete Campaign . . . . . . 67
CampSynch - Delete Contact Record . . . 67
CampSynch - Merge Calling List Begin . . . 67
Gplus Adapter 8.0
Index
CampSynch - Merge Calling List Commit . . 67

CampSynch - Merge Calling List Data . . . 67
CampSynch - Merge Contact Record . . . . 67
CampSynch - Query Call Results by
Calling List. . . . . . . . . . . . . . . . . 67
Calling List Method . . . . . . . . . . . 108
Campaign . . . . . . . . . . . . . . 67, 108
Contact . . . . . . . . . . . . . . . 67, 108
CampSynch - Query Call Results Delta
. . . . . . . . . . . . . . . . . . . 67, 108
common . . . . . . . . . . . . . . . . 72, 108
Contact PreDeleteRecord . . . . . . . . . 137
Contact WriteRecord . . . . . . . . . . . 137
CreateCampaign . . . . . . . . . . . . . 123
DeleteCampaign Method . . . . . . . . . 123
DeleteWave Method . . . . . . . . . . . . 123
DeleteWaveRecord Method . . . . . . . . 123
descriptions . . . . . . . . . . . . . . . . . 51
Execute . . . . . . . . . . . . . . . . . . 129
ExportWave Method . . . . . . . . . . . . 123
ExportWaveRecord Method . . . . . . . . 123
GetTopWorkItem . . . . . . . . . . . . . 165
guidelines
usage . . . . . . . . . . . . . . . . . 50
ImportAll . . . . . . . . . . . . . . . .148, 149
ImportCallResultsDelta . . . . . . . . . . 132
ImportContactCallResults . . . . . . . . . 132
ImportWaveCallResults . . . . . . . . . . 132
InstallRuntimeEvents . . . . . . . . . . . 148
IsCfgObjDeletionAllowed . . . . . . .144, 146
IsCfgObjWriteAllowed . . . . . . . . . . . 145
IsCfgObjWriteAllowed Method . . . . . . 144
IsWFProcessRunning . . . . . . . . .144, 146
MarkWorkItemDone . . . . . . . . . . . . 165
OnCampaignAssociated Method . . . . . 137
OnCampaignDisassociated . . . . . . . . 137
OnCampaignLoaded . . . . . . . . . . . 137
OnCampaignPurged. . . . . . . . . . . . 137
OnContactPreDeleted . . . . . . . . . . . 137
OnContactUpdated . . . . . . . . . . . . 137
OnWaveLaunched. . . . . . . . . . . . . 137
OnWaveSuspended . . . . . . . . . . . . 137
OnWaveUpdated . . . . . . . . . . . . . 137
PullInteraction . . . . . . . . . . . . . . . 169
request
POST . . . . . . . . . . . . . . . . . 66
response. . . . . . . . . . . . . . . . . . . 72
route . . . . . . . . . . . . . . . . . .154, 171
RunWFProcess . . . . . . . . . . . .144, 147
StartWaveProcessing Method . . . . . . . 123
StopWaveProcessing Method . . . . . . . 123
StopWFProcess . . . . . . . . . . . .144, 147
StopWorkItem . . . . . . . . . . . . .159, 188
UninstallRuntimeEvents . . . . . . . 148, 149

UpdateActivity. . . . . . . . . . . . . . . 171
monospace font . . . . . . . . . . . . . . . 228
O
object
format . . . . . . . . . . . . . . . . . . . . 66
Outbound Contact Server (OCS)
. . . . . . .10, 26, 28, 29, 31, 32, 45, 46
P
parameter
complex . . . . . . . . . . . . . . . . . . . 68
parameters
input
frequent . . . . . . . . . . . . . . . . . 68
PullInteraction . . . . . . . . . . . . . . . . 169
R
RecordInfo . . . . . . . . . . . . . . . . . . . 31
request
HTTP . . . . . . . . . . . . . . . . . . . . 26
listinfo . . . . . . . . . . . . . . . . . . 28, 29
recordinfo . . . . . . . . . . . . . . . . . . 31
type . . . . . . . . . . . . . . . . . . . . . 26
response
HTTP . . . . . . . . . . . . . . . . . . . . 26
route . . . . . . . . . . . . . . . . . . 154, 171
run time event
Siebel . . . . . . . . . . . . . . . . . . . . 49
runtime event
Siebel . . . . . . . . . . . . . . . . . . . . 48
RunWFProcess method . . . . . . . . . . . 147
S
script example . . . . . . . . . . . . . . . . . 56
Siebel
campaign list . . . . . . . . . . . . . . 17, 18
guidelines
configuration . . . . . . . . . . . . . . . 36
map . . . . . . . . . . . . . . . . . . . . . 36
property set
map . . . . . . . . . . . . . . . . . . . 19
run time event . . . . . . . . . . . . . . . . 49
runtime event . . . . . . . . . . . . . . . . 48
square brackets . . . . . . . . . . . . . . . 228
StopWFProcess method . . . . . . . . . . . 147
StopWorkItem . . . . . . . . . . . . . 159, 188
231
Index
style sheet . . . . . . . . . . . . . . . . . . 43
example
configuration . . . . . . . . . . . . . . 43
guidelines . . . . . . . . . . . . . . . . . . 40
summary
using
synchronization . . . . . . . . . . . . 61
summary format
synchronization . . . . . . . . . . . . . 59, 65
summary usage
synchronization . . . . . . . . . . . . . 59, 65
synchronization
format
summary . . . . . . . . . . . . . . .59, 65
usage
summary . . . . . . . . . . . . . . .59, 65
using
summary . . . . . . . . . . . . . . . . 61
X
XML
message . . . . . . . . . . . . . . . . 16, 20
schema . . . . . . . . . . . . . . . . . 16, 22
T
The . . . . . . . . . . . . . . . . . . . 174, 213
type
request . . . . . . . . . . . . . . . . . . . 26
type styles
conventions . . . . . . . . . . . . . . . . 227
italic . . . . . . . . . . . . . . . . . . . . 227
monospace . . . . . . . . . . . . . . . . 228
typographical styles . . . . . . . . . . . . . 227
U
UninstallRuntimeEvents
method . . . . . . . . . . . . . . . .148, 149
Universal Routing . . . . . . . . . . . . . . 10
UpdateActivity . . . . . . . . . . . . . . . . 171
V
version numbering, document . . . . . . . . 227
W
Web Service
object . . . . . . . . . . . . . . . . . . . 221
using
URS . . . . . . . . . . . . . . . . . . 221
Web Service (SOAP). . . . . . . . . . . . . 219
checking
inbound . . . . . . . . . . . . . . . . 219
232
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Gplus Adapter 8.0 For Siebel CRM Developer's Guide

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for Siebel CRM

Your Responsibility for Your Systems Security

Technical Support from VARs

Technical Support from Genesys

Ordering and Licensing Information

Campaign Synchronization Component 8.0.0 ................................... 15

Gplus Adapter for Siebel CRMDevelopers Guide

Using the Genesys Synch Summary Business Component ............... 61

Campaign Synchronization Component 8.0.1 ................................... 65

Media Routing Component Customization ...................................... 151

iWD Routing Component Customization ......................................... 181

Gplus Adapter 8.0

The cancelTaskByCaptureId Method ................................................ 184

Related Documentation Resources ................................................... 225

Gplus Adapter for Siebel CRMDevelopers Guide

Gplus Adapter 8.0

Gplus Adapter for Siebel CRMDevelopers Guide

Gplus Adapter 8.0

An overview of the Media Routing Components interface and

An overview of the iWD Routing Component's interface and

product, visit the Genesys Technical Support website, or request the

Gplus Adapter for Siebel CRMDevelopers Guide

About Gplus Adapter 8.0 for Siebel CRM

About Gplus Adapter 8.0 for Siebel CRM

You have a basic understanding of computer-telephony integration (CTI)

You have a good understanding of database systems, including the specific

You have a basic understanding of network design and operation.

You have a good knowledge of the Siebel application development

You should also be familiar with the following Genesys solutions:

Outbound Contact Solution

eServices (formerly Multimedia)

Note: Refer to the Genesys Interoperability Guide for further information

about the appropriate Genesys applications version numbers.

Gplus Adapter 8.0

Creation of contact-center agent desktop applications associated with the

Server-side integration between the Genesys software and the third-party

Creation of a specialized client application specific to the customer needs.

The Genesys software functions available for development are clearly

Gplus Adapter for Siebel CRMDevelopers Guide

Making Comments on This Document

Making Comments on This Document

Gplus Adapter 8.0

Contacting Genesys Technical Support

Contacting Genesys Technical Support

Document Change History

New in Document Version v8.0.101.00

The previously existing chapters, The Campaign Synchronization Flow,

The following chapter is now included in this document:

New in Document Version v8.0.002.00

Chapter 1, Campaign Synchronization Component 8.0.0, on page 15

Gplus Adapter for Siebel CRMDevelopers Guide

Document Change History

Gplus Adapter 8.0

Gplus Adapter for Siebel CRMDevelopers Guide

Chapter 1: Campaign Synchronization Component 8.0.0

The Campaign Synchronization Data Flow

The Campaign Synchronization Data Flow

Exporting the Siebel Campaign Lists to Genesys

Gplus Adapter 8.0

Chapter 1: Campaign Synchronization Component 8.0.0

The Campaign Synchronization Data Flow

Figure 1: Exporting Siebel Campaign Lists to Genesys