Table 2. Communications Configuration Elements
Configuration Element
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Description
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How Related
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Where Created / Configured
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Communications configuration
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Set of related data for communications, used for agents working with channels such as voice or email.
Includes parameters.
|
Parent of event handler, event response, event log, command, and command data.
Associated with profile and agent.
|
All Configurations
|
UQ configuration
|
Set of related data applicable to Siebel Universal Queuing.
For details, refer to Siebel Universal Queuing Administration Guide.
|
Associated with communications configuration by using configuration parameter UQConfigurationName.
|
All Configurations (Communications Administration screen)
Configurations (UQ Administration screen)
|
Communications driver
(Drivers are database records that reference files such as library files.)
|
Usually a library file that Communications Server uses to interface to a communications system, such as voice, email, or wireless messaging.
Includes parameters.
|
Parent of profile.
|
Communications Drivers and Profiles
|
Profile
|
Provides access to communications driver for specific contexts.
Includes overrides for driver parameter.
|
Child of communications driver.
Associated with configuration, event handler, and command.
Also associated with response group, communications template, outbound communication request, and mobile device.
|
Administrators (Communications Administration screen):
End users (Communications screen):
|
Agent
|
Contact center agent, manager, or other user in communications configuration.
Can use multiple communications channels.
|
Derived from employee.
Associated with configuration, teleset (for voice agents), and ACD queue (for voice agents).
|
All Configurations
Agent General Profile
All Telesets
|
ACD queue
(agent queue)
|
A queue on the ACD that agents can log into. Agents can also log into multiple queues.
Agents can log into queues automatically, from the communications toolbar, or from the User Preferences screen.
|
Associated with agent (for voice agents).
|
Administrators:
- List of Values (Applications Administration screen)
- Agent General Profile (Communications Administration screen)
End users (User Preferences screen):
|
Teleset
|
Physical phone device such as used in a call center.
Optionally, can specify host name for hoteling.
|
Parent of extension.
Associated with agent (for voice agents).
|
All Telesets
|
Extension
|
Extension for teleset.
|
Child of teleset.
|
All Telesets
|
Event handler
|
Means of evaluating information received from communications driver.
Includes parameters.
|
Child of configuration.
Associated with profile and event response.
|
All Configurations
All Event Handlers
|
Event response
|
Defines response invoked by event handler.
Includes parameters.
|
Child of configuration.
Associated with event handler and event log.
|
All Event Responses
|
Event log
|
Specifies logging behavior for event response.
Includes parameters.
|
Child of configuration.
Associated with event response.
|
All Event Logs
|
Command
|
Means of performing a communications action. Commands are typically sent to communications driver.
A command can be specified as a subcommand of another command.
Includes parameters.
|
Child of configuration.
Associated with profile and command data.
|
All Configurations
All Commands
|
Command data
|
Provides data applicable to command.
Includes parameters.
|
Child of configuration.
Associated with command.
|
All Command Data
|
Response group
|
Defines how inbound communications such as email, routed voice calls, or wireless messages are processed.
Invokes a workflow process that evaluates and processes inbound communications.
Routing inbound email or voice calls requires Siebel Universal Queuing or another routing solution.
|
Associated with profile.
|
All Response Groups
|
Communications template
|
Provides content or structure for outbound message using email, fax, wireless message, or page channels.
Allows Siebel field data substitution. Can contain text or contain multiple template items.
Template items can specify text directly or reference files or literature items.
|
Associated with profile and outbound communication request.
Also specified for Send Email, Send Fax, Send Wireless Message, and Send Page commands, and for Siebel eMail Response replies.
|
Administrators (Communications Administration screen):
End users (Communications screen):
|
Outbound communication request
(This is an operational element rather than a configuration element.)
|
A request to send content from communications templates (optionally with field substitution) to recipients associated with business object instances —such as to contacts associated with an account.
Requests are sent using email, fax, wireless message, or page.
Requests can be created and submitted directly or from modules such as Siebel Marketing, using workflow processes.
|
Associated with communications template.
|
Administrators (Communications Administration screen):
End users (Communications screen):
|
Mobile device
|
A device that can receive a wireless message sent using an outbound communication request or using the Send Wireless Message command.
|
Associated with profile.
Also associated with persons (employees, contacts, and so on) and with device addresses.
Device addresses are associated with profiles.
|
Administrators (Communications Administration screen):
End users (Mobile screen):
|