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Siebel Universal Queuing Implementations

Customers can implement one of the following two general communications configurations to use Automatic Call Distribution (ACD) with Siebel Universal Queuing:

• Use Siebel Universal Queuing as the exclusive multichannel queuing module. The Siebel Adaptive Communications application programming interface (API) will support the route requests. Any custom Siebel communications driver based on this API, such as for Siebel CTI (Computer Telephony Integration), must implement this functionality, and be able to send route requests to Siebel Universal Queuing for agent assignment.

  For information about the Siebel Adaptive Communications API and creating communications drivers, refer to Siebel Communications Server Administration Guide.

• Use ACD for voice calls and Siebel Universal Queuing for all other communication channels. This can be accomplished by creating two communications configurations: one for voice with ACD and one for other channels using Siebel Universal Queuing. Agents can be assigned to one or the other of these configurations, so they will not receive work items from both systems.

  For information about creating communications configurations, refer to Siebel Communications Server Administration Guide.