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Communications Data Sets

A communications data set defines the commands, events, and associated data passing between the elements of your communications system—such as between your CTI middleware and the communications-enabled Siebel application that an agent is running. Events and commands have attributes and corresponding data.

Data set attributes can be supplied by:

• External modules such as call control tables, campaign manager modules, predictive dialers, voice response units, call routers, and so on.
• Siebel features or modules that play a role in supporting inbound communications—for example, Siebel CTI Connect, Siebel Universal Queuing, Siebel Email Response, Siebel Workflow, Siebel business service methods, and so on.

Each attribute has a name and contains associated data, such as the telephone number for the caller or for the caller's organization.

To see examples of communications data sets, you can view the Siebel Communications Server log file for the communications drivers you use, and for your external communications systems—for example, ctc.log for Siebel CTI Connect (using Intel NetMerge middleware).

Each type of communications event generated has a unique name and an associated data set. Each event can be handled individually by the communications system. Similarly, commands the Siebel client sends to the communications system can accept parameter strings and data sets.

For example, a command to transfer a work item can, along with parameter data specifying data such as a phone extension, accept any data set. When transferring the work item, the data set might include a service request ID or context information for the agent's current Siebel view.

Communications Server associates the data set with the work item ("attaches data") and sends the data set to the Siebel client of the agent receiving the transferred work item. A screen pop may be generated for the receiving agent, causing the current Siebel view to be displayed with a relevant record—such as a customer's current service request.