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Much of the communications configuration data that this chapter is concerned with, particularly for Siebel CTI, involves sets of data organized under a type of record called a communications configuration. Used as a noun, this term (sometimes shortened to configuration) refers to these records and to associated elements such as configuration parameters, agents, telesets, profiles, commands, and events.
For a Siebel CTI deployment, then you must create or use a communications configuration, such as a predefined multichannel configuration. For more information, see About Siebel CTI.
This topic is part of About Communications Configuration Data.
For information about additional kinds of configuration data related to communications, see Types of Communications Configuration Data.
Communications drivers and profiles, through which Siebel Communications Server can interface with external systems, are part of the communications configuration data. Examples of external systems include Oracle Contact On Demand, CTI middleware, and email servers. Communications drivers are usually based on library files, such as DLL (Dynamic Link Library) files on Microsoft Windows. Corresponding configuration data in the Siebel database, including driver parameters, is defined to work with each driver. Communications profiles customize driver behavior for particular purposes by allowing driver parameter values to be overridden wherever the profile is in use. Communications configurations have associated profiles.
Every deployment of Siebel Communications Server uses communications drivers and profiles. However, as shown later in this topic, some Siebel modules use communications drivers and profiles but do not use (or might not use) communications configurations. For more information about:
Using communications configurations enables your agents to use features such as the communications toolbar and communications commands in the application-level menus. It also enables you to use an integrated queuing package to route inbound work items and to support multichannel communications capabilities.
Communications Configurations and the Send Email, Send Fax, Send Wireless Message, and Send Page Commands
The Send Email, Send Fax, Send Wireless Message, and Send Page commands are available through the communications toolbar for agents who are enabled to use interactive communications session functionality with Siebel CTI or with Siebel Email Response when used with an integrated package for queuing and routing.
For these commands to be available through the communications toolbar, employees must be specified as agents within a communications configuration, and session communications must be enabled for the Siebel application. For more information, see Enabling Session Communications.
By default, these commands are also available in the File application-level menu for Siebel Business Applications users. A communications configuration is not needed in order for employees to access these menu commands. Apart from Send Page, these commands use communications drivers and profiles and are available when the communications infrastructure is in place. When the Send Email command is integrated with Microsoft Outlook or Lotus Notes, it does not use communications drivers and profiles.
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