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Relationship of Agents and Telesets for Siebel CTI

If you are using Siebel CTI, then you must associate agents with communications configurations, specify telesets for your call center, and associate the agents with any telesets they use. However, you can choose whether to associate agents with specific hoteling telesets that they use.

NOTE:  When an agent starts the Siebel application, any explicit association of the agent with a teleset is overridden if the user's computer (host name) has been associated with the teleset for hoteling purposes.

For integrations using Oracle Contact On Demand and the Virtual CTI driver, you must specify a dummy teleset for each Siebel agent. See also About the Virtual CTI Driver and related topics. For more information about specifying telesets, see Specifying Telesets. For more information about hoteling, see Configuring Telesets for Hoteling.

This topic is part of Specifying Agents.