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What Is Siebel Communications Server?

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Siebel Communications Server provides an infrastructure to support several kinds of communications activities for Siebel application users. Custom drivers for third-party products can be created using the Adaptive Communications API.

Session-based/interactive communications. Supports multichannel interactive communications for call or contact center agents who use the communications toolbar to:
Make or receive voice calls through computer telephony integration supported by third-party CTI middleware packages.
Receive inbound email messages (for Siebel eMail Response).
Inbound communications. Supports integrating to third-party email servers and processing inbound email (when using Siebel eMail Response) or processing inbound wireless messages (when using Siebel Wireless Messaging).
Outbound communications. Supports integrating to a variety of third-party communications systems such as email servers, or using Siebel Wireless Messaging, to send outbound communications.
Supports the Send Email, Send Fax, and Send Wireless Message commands for Siebel application users. (Send Page is also available but uses Page Manager rather than Communications Server.)
Supports agents sending email replies, for Siebel eMail Response.
Supports users sending communications content to designated recipients using outbound communication requests. Communication requests can be created and submitted manually through a user interface described in this book, or created and submitted programmatically.

Many Siebel modules invoke business service methods through workflows to send outbound communications. For example, Siebel Marketing sends outbound communication requests as email/fax offers.

NOTE:  Your Siebel implementation may not have all the features described in this guide, depending on which software modules you have purchased.

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