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Siebel CTI (Computer Telephony Integration) provides voice-channel support for call center agents using Siebel Business Applications. CTI capabilities are provided through integration with third-party CTI middleware packages, such as Intel NetMerge.
Siebel CTI Connect, available from Siebel Systems, Inc., includes Intel NetMerge middleware components. These components include Intel NetMerge Call Processing Software (formerly Dialogic CT Connect) and Intel NetMerge Call Information Manager (formerly Dialogic Call Information Manager.)
Siebel CTI Connect also includes the Siebel communications driver for Intel NetMerge and sample Siebel communications configuration data. Sample communications configurations provided by Siebel Systems contain events and commands that support CTI functionality.
The Communications Session Manager handles CTI communications. Agents are notified of incoming calls through the communications toolbar and can perform a range of call-handling activities using the toolbar and related menu commands.
Call routing can be handled by Siebel Universal Queuing, by the ACD (Automatic Call Distributor), by the CTI middleware, or by a third-party vendor's queuing engine that has been integrated with Siebel Communications Server. For more information about Siebel CTI Connect, see Using Siebel CTI Connect.
|Siebel Communications Server Administration Guide|