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Siebel Chat Guide > Siebel Chat Deployment Using Third-Party Chat Solutions >
Deployment of Siebel Chat Using Third-Party Chat Solutions
Several additional tasks must be carried out if deploying Siebel Chat using a third-party chat solution instead of the Oracle Contact On Demand solution. In particular, third-party chat server vendors must integrate with Siebel Chat by addressing the following tasks:
- Create or extend an existing Siebel Communications API (SCAPI) driver.
This task involves adding Siebel Chat to an existing driver, or creating a new driver for a non-Oracle Contact On Demand chat communication server. For information about developing and testing a new communications driver, see Siebel CTI Administration Guide.
- Take the existing third-party customer chat client and modify it to support the passing of Siebel Chat extended parameters. Table 17 lists the chat parameter extensions, Field Name and Field Size, that must be set up for proper integration with the Siebel Call Center application.
- Integrate with the Chat UI Business Service in order to process chat events from the agent-facing chat UI. The Chat UI business service is responsible for handling all Siebel Chat commands and events, and manages the state of all active chats.
For more information about deploying Oracle's Siebel Chat using a third-party chat solution, see 556298.1 (Article ID) on My Oracle Support.
Table 17. Siebel Chat Parameter Extensions
|
|
|
ContactId |
Contact Identifier |
15 |
SRId |
Service Request ID |
15 |
SRNumber |
Service Request Number |
30 |
ProblemDesc |
Problem Description |
100 |
Area |
Service Request Area |
30 |
SubArea |
Service Request Sub Area |
30 |
ProductID |
Product Identifier |
15 |
ProductName |
Product Name |
100 |
ProductCategory |
Product Category |
100 |
KBItemVisitedNum1 |
KBItemVisitedNum1 |
30 |
KBItemVisitedDesc1 |
KBItemVisitedDesc1 |
100 |
KBItemVisitedURL1 |
KBItemVisitedURL1 |
100 |
KBItemVisitedNum2 |
KBItemVisitedNum2 |
30 |
KBItemVisitedDesc2 |
KBItemVisitedDesc2 |
100 |
KBItemVisitedURL2 |
KBItemVisitedURL2 |
100 |
KBItemVisitedNum3 |
KBItemVisitedNum3 |
30 |
KBItemVisitedDesc3 |
KBItemVisitedDesc3 |
100 |
KBItemVisitedURL3 |
KBItemVisitedURL3 |
100 |
KBItemVisitedNum4 |
KBItemVisitedNum4 |
30 |
KBItemVisitedDesc4 |
KBItemVisitedDesc4 |
100 |
KBItemVisitedURL4 |
KBItemVisitedURL4 |
100 |
KBItemVisitedNum5 |
KBItemVisitedNum5 |
30 |
KBItemVisitedDesc5 |
KBItemVisitedDesc5 |
100 |
KBItemVisitedURL5 |
KBItemVisitedURL5 |
100 |
KBItemVisitedNum6 |
KBItemVisitedNum6 |
30 |
KBItemVisitedDesc6 |
KBItemVisitedDesc6 |
100 |
KBItemVisitedURL6 |
KBItemVisitedURL6 |
100 |
KBItemVisitedNum7 |
KBItemVisitedNum7 |
30 |
KBItemVisitedDesc7 |
KBItemVisitedDesc7 |
100 |
KBItemVisitedURL7 |
KBItemVisitedURL7 |
100 |
KBItemVisitedNum8 |
KBItemVisitedNum8 |
30 |
KBItemVisitedDesc8 |
KBItemVisitedDesc8 |
100 |
KBItemVisitedURL8 |
KBItemVisitedURL8 |
100 |
KBItemVisitedNum9 |
KBItemVisitedNum9 |
30 |
KBItemVisitedDesc9 |
KBItemVisitedDesc9 |
100 |
KBItemVisitedURL9 |
KBItemVisitedURL9 |
100 |
KBItemVisitedNum10 |
KBItemVisitedNum10 |
30 |
KBItemVisitedDesc10 |
KBItemVisitedDesc10 |
100 |
KBItemVisitedURL10 |
KBItemVisitedURL10 |
100 |
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