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Siebel Communications Server Administration Guide
About Siebel Communications Server
What Is Siebel Communications Server?
Using Communications Server with Other Siebel Modules
Communications Server and Siebel CTI
Communications Server and Siebel eMail Response
Communications Server and Siebel Universal Queuing
Communications Server and Siebel Wireless Messaging
Communications Server and Siebel Marketing
Communications Server and Siebel Business Process Designer
About Communications Server Architecture
About Communications Configuration Data
Types of Communications Configuration Data
Communications Configuration Requirements for Siebel Modules
Process of Configuring Communications Server
Determining Your Communications Deployment Needs
Setting Up Your External Communications System
Setting Up Your Siebel Server Software
Defining Communications Server Configuration Data
Putting Siebel Communications Server into Production
Configuring Communications Drivers and Profiles
About Communications Drivers and Profiles
Communications Drivers Provided by Siebel Systems
Communications Drivers and Third-Party Systems
Communications Driver Settings
Communications Driver Files and Database Records
Driver File Naming on Microsoft Windows and UNIX Platforms
Communications Drivers and Channels
Icon Files for Interactive Communications Drivers
Communications Drivers and Profiles
Contexts of Use for Communications Profiles
Configuring Communications Drivers and Profiles
Specifying Driver Parameter Values
Field Types for Driver Parameters
Setting Driver Parameter Default Values
Defining Communications Profiles
Specifying Parameter Override Values for Profiles
Adding a Custom Communications Driver
Configuring Session Communications
Creating or Modifying a Communications Configuration
Copying or Deleting a Communications Configuration
Viewing All Communications Configuration Data
Specifying Parameters for Communications Configurations
Parameters for Communications Configurations
Relationship of Agents and Telesets for Siebel CTI
Specifying Agents for Configurations
Teleset Naming and Hoteling Considerations
Specifying Telesets, Agents, and Extensions
Specifying Agents for Telesets
Specifying Extensions for Telesets
Defining Communications Events
Specifying Event Log Parameters
Specifying Event Response Parameters
Associating Event Logs to an Event Response
Specifying Event Handler Parameters
Specifying Event Response Parameters
Defining Communications Commands
Creating Command Data Definitions
Specify Subcommands for a Group Command
Specifying Command Data Parameters
Exporting and Importing Configuration Data
Exporting Communications Configuration Data
Importing Communications Configuration Data
Example Section from .def File
Configuring Events and Commands
Communications Definition Data in the Database
Wildcard Characters in Event and Command Parameters
Special Events for Device Events
Special Commands for Device Commands
Handling an Inbound Call Received by an Agent
Advanced Communications Configuration
Using Macro Expansion for Character Fields
Macro-Expansion Syntax Elements
Macro Expansion with Phone Numbers
Configuring Telesets for Hoteling
Hoteling Requirements and Issues
Organization Visibility and Positions
Setting the MultiTenancy Configuration Parameter
Configuring Communications Login and Logout
Login and Logout Command Configuration
Configuring Remote Transfers and Conferences
Creating Communications Configurations
Using Macros to Identify Remote Call Centers
Using Device Event to Enhance Screen Pop Performance
Event Examples for Agents Answering Call from Communications Toolbar
Event Examples for Agents Answering Call From Teleset
Using Push Keep Alive Driver for Session Connections
Simulating a Communications Environment
Setting Up and Running the Communications Simulator
Using the Communications Simulator
Inbound Campaign Call Simulation
Using Business Services with Communications Server
Invoking Communications Server Business Service Methods
About Using Business Services with Events and Commands
Invoking a Command Through the Business Service Model
Invoking a Business Service Method from a Command
Invoking a Business Service Method from an Event Handler
Invoking a Business Service Method from an Event Response
Integrating with Siebel Scripting Languages
Integrating Using Server and Browser Scripts
Integrating Using Server Scripts
More Information About Scripting
Integrating with Siebel SmartScript
Invoking Siebel SmartScript Through Siebel Communications Server
Displaying Communications Parameter Data in SmartScript
Integrating with the Customer Dashboard
Example Events for Updating and Clearing Customer Dashboard
Generating Communications Reports
Viewing Communications Status Data
Configuring User Interface Elements
About Communications Toolbar Configuration
Communications Toolbar Items, Commands, and Methods
Communications Toolbar Commands and Bitmaps
Modifying the Communications Toolbar
Modifying the Function of an Existing Toolbar Button
Modifying the Appearance of an Existing Toolbar Button
Moving, Adding, or Removing a Toolbar Button
Communications Toolbar Buttons and Commands
How Communications Toolbar Buttons Work
Command Parameters Affecting Communications Toolbar Buttons
Communications Group Commands in Toolbar
Communications Toolbar ToolTip Text
Configuring Communications Menu Commands
Communications Submenu and Applet-Level Menu
Command Parameters Affecting Communications Menu Items
Communications Group Commands in Menus
Communications Menu Items and Device Commands
Configuring Commands in the File Menu
Configuring the New Communication Command
Configuring Communications List of Values Types
List of Values Types for Channel Type
List of Values Type for ACD Queues
List of Values Type for Reason Code
List of Values Types for Event Parameters
List of Values Types for Command Parameters
Configuring Recipient Groups for Requests and Advanced Templates
About Recipient Groups for Requests and Advanced Templates
Predefined Recipient Groups for Requests and Advanced Templates
Configuring Substitution Fields for Recipient Groups
Configuring Additional Recipient Groups and Recipient Sources Applets
Configuring Recipients for Send Commands
Configuring Non-Joined Generic Recipients
Configuring Joined Generic Recipients
Configuring Default Templates for Send Email Command
Administering Siebel Communications Server
Siebel Server Requirements for Communications Server
Server Components for Communications Server
Running Communications Server in Heterogeneous Server Environments
Using Resonate Central Dispatch with Communications Server
Synchronizing Request-Mode Server Components
Restriction for Siebel Replication Manager
Enabling Session Communications and Simulation
About Communications Session Modes
About Communications Simulator
Prerequisites for Enabling Session Communications
Parameters for Application Object Manager and Dedicated Web Client
Parameters for Communications Session Manager
Enabling Communications Sessions for Siebel Web Client
Enabling Communications Sessions for Siebel Dedicated Web Client
Enabling Communications Simulation
Administering Communications Session Manager
Administering Communications Configuration Manager
Administering Communications Inbound Manager
Administering Communications Outbound Manager
Configuring Communications Outbound Manager
Specifying Siebel Server Name Using Driver Parameter
Specifying Component Name for Outbound Communication Requests
Outbound Communications for Siebel Mobile Web Client
Communications Operations for End Users
Setting Communications User Preferences
Specifying Communications Preferences
Preference Settings in the Communications Tab
Logging Into or Out of an ACD Queue
Preference Settings in the Outbound Communications Tab
Using the Communications Toolbar
Communications Toolbar Controls
Logging Into the Communications System
Transferring or Conferencing Work Items
Pausing and Resuming Work Items
Using Communications Menu Commands
Menu Commands for Displaying Error Messages
Menu Command for Refreshing the Communications Toolbar
Reception Screen User Interface Elements
Creating Communications Profiles for Personal Use
Sending Email, Fax, Page, and Wireless Messages
Using Send Email with Native Siebel Email Client
Using Send Email with Lotus Notes or Microsoft Outlook
Editing and Formatting Controls for Send Email and Send Fax
Using the Send Wireless Message Command
Using Activity Records for Send Commands
Activity Types for Each Send Command
Matching Contacts for Activity Records for Send Email
Specifying Mobile Device Settings
Configuring Communications Templates
About Communications Templates
Template Content and Formatting
Substitution Fields in Templates
Template Visibility and Access
Siebel Views for Working with Templates
Editing and Formatting Controls for Template Text Field
Specifying Template Items for an Advanced Template
Modifying a Template Item That Specifies a File
Copying or Deleting Templates and Template Items
Defining Outbound Communication Requests
About Outbound Communication Requests
Prerequisite Recipient Addressing Information
Siebel Views for Working with Outbound Communication Requests
Creating and Submitting Outbound Requests
Creating an Outbound Communication Request
Submitting an Outbound Communication Request
Using the New Communication Command to Create a Request
Deleting Outbound Communication Requests
Fields for Outbound Communication Requests
Outbound Communication Request Restart Capability
Monitoring Outbound Communication Request Status
Status Settings for Outbound Communication Requests
Monitoring Siebel Server Request Status
Server Request Status Settings
Viewing Activity Records for Communication Requests
Additional Documentation for Siebel CTI Connect
Installing Siebel CTI Connect Server Components
Installing Dialogic CT Connect
Installing Dialogic CT Connect Service Pack
Installing Dialogic Call Information Manager
Installing Dialogic Call Information Manager Service Pack
Configuring and Running Siebel CTI Connect Server Components
Configuring Dialogic CT Connect
Configuring Dialogic Call Information Manager
Running Dialogic CT Connect and Call Information Manager
Limitations with Nortel Meridian Switch
Siebel CTI Connect Driver Parameters
Siebel CTI Connect Command Parameters
Wireless Messaging Usage Scenarios
Installing and Configuring Siebel Wireless Messaging
Connecting to the MobileSys Network
Connecting Directly to Wireless Network Operators
Installing Siebel Server Components for Siebel Wireless Messaging
Installing and Configuring MobileSys MX Server
Configuring Communications Drivers and Profiles
Wireless Messaging 1-Way Driver Parameters
Wireless Messaging 2-Way Driver Parameters
Specifying Mobile Device and Device Addressing Information
Using One-Way Wireless Messaging Workflows
Setting Up One-Way Wireless Messaging Workflows
Predefined One-Way Wireless Messaging Workflows
Configuring Send Behavior for One-Way Wireless Messaging Workflows
Configuring One-Way Wireless Messaging Workflows for Siebel Wireless
Using Two-Way Wireless Messaging Workflows
Setting Up Two-Way Wireless Messaging
Predefined Two-Way Wireless Messaging Workflow for Outbound
Activities and Two-Way Wireless Messaging
Dispatch Activity Message Sent to Field Service Representative
Field Service Representative Response to Outbound Message
Configuring Two-Way Wireless Messaging Workflows
Configuring WAP Push Messaging
Enabling WAP V1.1 Push Messaging
Upgrading from Siebel Wireless 6.x Applications
Using Email, Fax, and Other Systems
Interfacing with Email and Fax Servers
Integrating with Email Systems
Configuring Fax Integration Elements in Siebel Tools
Driver Parameters for Internet SMTP/POP3 Server
Supporting Email Interactivity
User-interactive Email Driver Parameters
User-interactive Email Commands
Configuring Client-Side Integration for Send Email
Creating and Configuring the Attachments Directory
About Installing the Siebel Email Form
Locations of Source Files for Siebel Email Forms
Installing the Siebel Email Form for Lotus Notes
Installing the Siebel Email Form for Microsoft Outlook
Overview of Completing Email Client Configuration
Completing Configuration for Lotus Notes
Completing Configuration for Microsoft Outlook
Push Keep Alive Driver Parameters
Modem-based TAP Paging Driver Parameters
Developing a Communications Driver
Required Skills for Adaptive Communications Developer
Adaptive Communications Design
Adaptive Communications Architecture
Initialization of Communications Drivers
Driver Parameters and Initialization
Siebel Adaptive Communications API Reference
Handles for Adaptive Communications
Constants for Communications Drivers
Data Types for Communications Drivers
Communications Server Business Services
Arguments for Communications Client Methods
Communications Session Manager Methods
Arguments for Communications Session Manager Methods
Outbound Communications Manager Methods
Arguments for Outbound Communications Manager Methods
Views for Communications Administration
Views for Defining Configurations, Drivers, Profiles, Agents, and Telesets
View for Exploring Configurations
Views for Generating Reports or Reviewing Runtime Status Data
Views for Defining Outbound Communication Requests
View for Specifying Mobile Devices
View for Defining Inbound Communications
View for Specifying Message Broadcast Settings
Upgrading Siebel CTI from Version 6.x (and Earlier)
Upgrade Issues for CTI Drivers
Upgrade Issues for CTI/Communications Configurations
Background for Configuration Upgrade
Configuration Parameters in Version 7.x
Dialogic CTI Driver Parameters in Version 7.x
New Dialogic CTI Event in Version 7.x
New Dialogic CTI Commands in Version 7.x
Event Handler Parameters in Version 7.x
Event Response Parameters in Version 7.x
Event Log Parameters in Version 7.x
Command Parameters in Version 7.x
Command Data Parameters in Version 7.x
Special Commands in Version 7.x
Preparing to Upgrade the Configuration
Upgrade Issues for Communications Toolbar and Menu Commands
CTI/Communications Toolbar Configuration
General Steps for Upgrading CTI/Communications Toolbar
CTI/Communications Menu Configuration
Upgrade Issues for Scripting and Business Service Methods
Upgrade Issues for Siebel CTI Connect
Upgrade Issues for Inbound Call Routing
Upgrading Communications Server from Version 6.x
Upgrade Issues for Communications Drivers and Profiles
Upgrade Issues for Communications Templates
Upgrade Issues for Communications Manager Server Component
Upgrade Issues for Outbound Communications Manager Business Service
Upgrading Send Email/Fax/Page from Version 6.x (and Earlier)
Migration to Siebel Communications Server
Migration to Siebel Web Client and Communications Toolbar
Using Siebel Scripts from Version 6.x
Defining Communications Command to Invoke the Script
Script Example: Handling an Incoming Call
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Siebel Communications Server Administration Guide Published: 23 June 2003 |