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Siebel Universal Queuing and Siebel CTI
Siebel CTI (Computer Telephony Integration) provides voice-channel support for call center agents using Siebel eBusiness Applications. Siebel CTI is included with Siebel Call Center. For other base applications, it is an optional module. CTI capabilities are provided through integration with third-party CTI middleware packages such as Dialogic CT Connect (included in Siebel CTI Connect).
Call routing may be handled by Siebel Universal Queuing and agents are notified of incoming calls through the communications toolbar.
For a detailed data flow description, see Voice Call Data Flow. For more information about Siebel CTI, refer to Siebel Communications Server Administration Guide.