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Voice Call Data Flow

The following scenario describes the data flow for a voice call work item.

  1. A customer makes a call to a call center. The number the customer dialed (DNIS) is mapped to a route point on the telephone switch.
  2. The CTI middleware generates a route request. This request is then sent to the Siebel CTI driver.
  3. The Siebel CTI driver sends the event to the Communications Inbound Manager.
  4. Communications Inbound Manager receives the event and then executes the voice routing workflow to package the call data.
  5. Communications Inbound Manager then invokes the Universal Queuing business service in one of the workflow steps in order to send the call request to the Siebel Universal Queuing routing engine.
  6. The routing engine receives this call route request and tries to find a matching routing rule based upon the data properties in the call work item.
  7. Once a routing rule is found, the routing engine looks at the first escalation step to determine which kind of skill for the agent is required.

    If no agent is found in the first escalation step, the work item remains in this escalation step for a specified amount of time. When the time expires and no agent is available, the work item moves to the next escalation step and a new set of skill requirements.

  8. Once an agent is found, the routing engine sends the call data together with the agent ID as a request to the Siebel EAI Object Manager.
  9. The EAI Object Manager receives the request and then invokes the Siebel Universal Queuing business service to process the request.
  10. The Siebel Universal Queuing business service receives the request and determines that this request needs to be passed back to Communication Inbound Manager.

    The determination is based upon the SiebelLoginID and ClientKey that are included in the work item properties. These two pieces of information are placed in the work item by the Communications Inbound Manager before it sends the work item to the routing engine.

  11. Communications Inbound Manager determines the telephone extension for the assigned agent.
  12. The Communications Inbound Manager issues, through the CTI driver, a route request to reroute the call to the extension for the agent.
  13. The CTI driver issues the route request to the CTI middleware, which in turn sends the request to the switch.
  14. The phone on the agent's desktop rings and the Accept Work Item button on the communications toolbar blinks.
Siebel Universal Queuing Administration Guide