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Communications Server and Siebel CTI

Siebel CTI (Computer Telephony Integration) provides voice-channel support for call center agents using Siebel Business Applications. CTI capabilities are provided through integration with third-party CTI middleware packages.

Siebel CTI Connect, available from Oracle, includes Envox CTI middleware components. These components include

• Envox Call Information Manager (formerly Intel Netmerge Call Information Manager)
• Envox CT Connect (formerly Intel NetMerge Call Processing Software)

Siebel CTI Connect also includes the Siebel communications driver for the Envox middleware components and sample Siebel communications configuration data. Sample communications configurations provided by Oracle contain events and commands that support CTI functionality.

The Communications Session Manager handles CTI communications. Agents are notified of incoming calls through the communications toolbar and can perform a range of call-handling activities using the toolbar and related menu commands.

Telesets are defined and associated with communications agents in the Administration - Communications screen.

Call routing can be handled by the ACD (Automatic Call Distributor), by the CTI middleware, or by a third-party vendor's queuing engine that has been integrated with Siebel Communications Server. For more information about Siebel CTI Connect, see Using Siebel CTI Connect.