Siebel Communications Server Administration Guide > Configuring Advanced Communications Features > Simulating a Communications Environment >

Inbound Call Simulations

This section describes two inbound call scenarios.

Simulated Inbound Call with Caller ID

When you press SHIFT+F11 in the Communications Simulator, you hear a ring or a beep, and you see the Accept Work Item button blink on the communications toolbar. The sound depends on how Enable Sound is set in the Communications options of the User Preferences screen. These indicators signal an incoming call.

Clicking the Accept Work Item button on the toolbar to answer the call initiates the following:

• A screen pop displays contact information about the caller.
• An activity record is automatically created, of type Call - Inbound.

The Siebel application performs the screen pop using ANI. By default, the Communications Simulator matches the contact's phone number to the setting of the Param.ANI parameter for the call simulation command. Find a contact in the Sample Database and enter the phone number as the value for Param.ANI.

Table 39 and Table 40 show the values used in the simulation. These values are displayed and can be edited in the All Commands and All Command Data views in the Administration - Communications screen (when you are logged in as SADMIN).

You can modify the value for Param.ANI to specify the phone number, and therefore the contact, that the Communications Simulator uses for the screen pop. Many contacts in the Sample Database have work phone numbers defined. Enter another contact's work phone number to select that contact during simulation.

You can also change the view that will be displayed for the screen pop:

• The event response parameter SingleView specifies the view to display if the telephone number of the inbound call matches a single contact record in the Siebel Database.
• The event response parameter MultiView specifies the view to display if the telephone number of the incoming call matches more than one contact record in the database.

The example event response in Table 41 shows values that are used in simulating screen pops.

Two event logs are associated with this event response:

• An event log of type SingleLog, named LogIncomingCallContactFound
• An event log of type Log, named LogIncomingCallContactNotFound

Simulated Inbound Call from an Unknown Caller

When you press CTRL+SHIFT+F11 in the Communications Simulator, you hear a ring or a beep, depending on how the Enable Sound option is set, and you see the Accept Work Item button blink.

Click the Accept Work Item button on the communications toolbar to answer the call. No information about the caller is retrieved, because the caller's telephone number was not in the database; the Search Center appears.

Table 42 and Table 43 show values used for inbound call simulation. This operation is similar to that for the simulated inbound call with ANI. In this case, however, the phone number in the Param.ANI setting does not exist in the Sample Database.

Once the Siebel application determines that the phone number does not exist in the Sample Database, the Search Center appears on the right side of the screen. In the Search drop-down list, the Service Request option is highlighted.

You can change the option that is highlighted in the Search Center by changing the value for the FindDialog parameter. For details, see Table 41.

Other possible values for the FindDialog parameter include Opportunity, Service Account, Corporate Contact, Service Product, and Consumer.