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As noted, additional communications channels are now supported, such as email. You must determine which channels, and which communications-related Siebel products, you require before you complete the upgrade and configuration process and bring Siebel CTI into production in the new version of the Siebel Business Applications.
Siebel Systems provides a replacement communications driver for Dialogic CT Connect CTI middleware (now Intel NetMerge), as described previously. In addition, Siebel Systems provides a replacement predefined communications configuration that is designed to work with this CTI middleware system (and also with email systems).
CTI configuration files from previous versions can be upgraded whether they were originally used with CTI drivers provided by Siebel Systems or used with custom Adaptive CTI drivers. However, the upgrade process described in this appendix performs specific functions; you must address all other configuration issues.
Communications configurations function differently in the current version than they did in previous versions. Many configuration elements have changed or are new, such as event and command parameters, macros for parameter values, special events and commands, configuration parameters, and driver parameters.
In the User Preferences screen, which replaces the Options dialog box, the options from the former CTI tab are now Communications options. In the previous version, agents could specify extensions, while in the current version, agents can specify both telesets and extensions for the next communications session. Agents can also specify which configuration to use for the next communications session, and can selectively log in to ACD queues.
Agents, telesets, extensions, and ACD queues are not part of the configuration files you export or import. However, they are upgraded automatically when you upgrade the Siebel Database, so that they are in the correct relationship in the database tables after upgrade.
For example, an agent who was previously associated with a teleset that was in turn associated with a particular configuration is directly associated with this configuration after you upgrade. The teleset remains associated with the agent, but not with the configuration.
NOTE: When teleset data is upgraded to Siebel 7, each teleset name is concatenated with a "+" followed by its database row ID. After upgrading, you can remove the added characters from the teleset names using a database script you create. Before doing so, make sure that any duplicate telesets or extensions have been resolved. The applicable table name is S_CM_TELESET, and the column name is NAME.
The following sections list new or modified configuration elements from release 6.x to release 7.x. Included are configuration parameters, Siebel CTI Connect driver parameters, Siebel CTI Connect events and commands, event handler parameters, event response parameters, event log parameters, command parameters, command data parameters, special events and commands, and macros.
|Siebel Communications Server Administration Guide|