Table 3. Communications Configuration Elements
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Where Created / Configured |
Communications configuration |
Set of related data for communications, used for agents working with channels such as voice or email. Includes parameters. |
Parent of event handler, event response, event log, command, and command data. Associated with profile and agent. |
All Configurations |
UQ configuration |
Set of related data applicable to Siebel Universal Queuing. For details, see Siebel Universal Queuing Administration Guide. |
Associated with communications configuration by using configuration parameter UQConfigurationName. |
All Configurations (Administration - Communications screen) Configurations (Administration - UQ screen) |
Communications driver (Drivers are database records that reference files such as library files.) |
Usually a library file that Communications Server uses to interface to a communications system, such as voice, or email. Includes parameters. |
Parent of profile. |
Communications Drivers and Profiles |
Profile |
Provides access to communications driver for specific contexts. Includes overrides for driver parameter. |
Child of communications driver. Associated with configuration, event handler, and command. Also associated with response group, communications template, and outbound communication request. |
Administrators (Administration - Communications screen):
- Communications Drivers and Profiles
End users (Communications screen):
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Agent |
Contact center agent, manager, or other user in communications configuration. Can use multiple communications channels. |
Derived from employee. Associated with configuration, teleset (for voice agents), and ACD queue (for voice agents). |
All Configurations Agent General Profile All Telesets |
ACD queue (agent queue) |
A queue on the ACD that agents can log in to. Agents can also log in to multiple queues. Agents can log in to queues automatically, from the communications toolbar, or from the User Preferences screen. |
Associated with agent (for voice agents). |
Administrators:
- List of Values (Administration - Data screen)
- Agent General Profile (Administration - Communications screen)
End users (User Preferences screen):
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Teleset |
Physical phone device such as used in a call center. Optionally, can specify host name for hoteling. |
Parent of extension. Associated with agent (for voice agents). |
All Telesets |
Extension |
Extension for teleset. |
Child of teleset. |
All Telesets |
Event handler |
Means of evaluating information received from communications driver. Includes parameters. |
Child of configuration. Associated with profile and event response. |
All Configurations All Event Handlers |
Event response |
Defines response invoked by event handler. Includes parameters. |
Child of configuration. Associated with event handler and event log. |
All Event Responses |
Event log |
Specifies logging behavior for event response. Includes parameters. |
Child of configuration. Associated with event response. |
All Event Logs |
Command |
Means of performing a communications action. Commands are typically sent to communications driver. A command can be specified as a subcommand of another command. Includes parameters. |
Child of configuration. Associated with profile and command data. |
All Configurations All Commands |
Command data |
Provides data applicable to command. Includes parameters. |
Child of configuration. Associated with command. |
All Command Data |
Response group |
Defines how inbound communications such as email, or routed voice calls are processed. Invokes a workflow process that evaluates and processes inbound communications. Routing inbound email or voice calls requires Siebel Universal Queuing or another routing solution. |
Associated with profile. |
All Response Groups |
Communications template |
Provides content or structure for outbound message using email, fax, or page channels. Allows Siebel field data substitution. Can contain text or contain multiple template items. Template items can specify text directly or reference files or literature items. |
Associated with profile and outbound communication request. Also specified for Send Email, Send Fax, and Send Page commands, and for Siebel Email Response replies. |
Administrators (Administration - Communications screen):
End users (Communications screen):
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Outbound communication request (This is an operational element rather than a configuration element.) |
A request to send content from communications templates (optionally with field substitution) to recipients associated with business object instances —such as to contacts associated with an account. Requests are sent using email, fax, or page. Requests can be created and submitted directly or programmatically using workflow processes. |
Associated with communications template. |
Administrators (Administration - Communications screen):
- All Outbound Requests
- Outbound Request Overview
End users (Communications screen):
- My Outbound Requests
- My Outbound Request Overview
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