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Installing Siebel CTI Connect Server Components

For information about installation and configuration of Siebel CTI Connect server components, including Intel NetMerge Call Processing Software (CPS) and Intel NetMerge Call Information Manager (CIM), refer to documentation provided for those products.

Using Windows Explorer, navigate from the Siebel network image directory to the following folders to access the documentation:

• For CPS:

  Windows\Server_Ancillary\Intel_Netmerge_Server\enu\cps\Docs

• For CIM:

  Windows\Server_Ancillary\Intel_Netmerge_Server\enu\cim\CIM3.5SP1

You install from the Siebel network image. Using Windows Explorer, navigate from the Siebel network image directory to the following folders to locate the installation files:

• Windows\Server_Ancillary\Intel_Netmerge_Server\enu\cps (for CPS)
• Windows\Server_Ancillary\Intel_Netmerge_Server\enu\cim (for CIM)

  NOTE:  You also need to install the service pack that is located in the above directory for CIM.

For more information about creating Siebel network images, see Siebel Installation Guide for the operating system you are using.

Limitations with Nortel Meridian Switch

The following limitations apply to call scenarios when you are using Siebel CTI Connect software with a Nortel Meridian switch:

• When an agent initiates a consultative or conference transfer to another agent, the communications toolbar of the originating agent indicates that the call is on hold. If this agent needs to retrieve the call from hold, it is recommended that the agent click the Release Work Item button to release the active call and then click the Resume Work Item button to retrieve the call from hold.
• Call forwarding is not supported from an agent's ACD/Position DN. The agent must log out of the ACD before call forwarding can be enabled.
• When a customer disconnects during a conference transfer, the communications toolbar of the originating agent does not indicate that the call has been disconnected.