Siebel Communications Server Administration Guide
What's New in This Release
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About Siebel Communications Server
What Is Siebel Communications Server?
Using Communications Server with Other Siebel Modules
Communications Server and Siebel CTI
Communications Server and Siebel Email Response
Communications Server and Wireless Messaging
Communications Server and Siebel Workflow
About Communications Server Architecture
About Communications Configuration Data
Types of Communications Configuration Data
Communications Configuration Requirements for Siebel Modules
Process of Configuring Communications Server
Determining Your Communications Deployment Needs
Setting Up Your External Communications System
Setting Up Your Siebel Server Software
Defining Communications Server Configuration Data
Putting Siebel Communications Server into Production
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Configuring Communications Drivers and Profiles
About Communications Drivers and Profiles
Communications Drivers Provided by Oracle
Communications Drivers and Third-Party Systems
Communications Driver Settings
Communications Driver Files and Database Records
Communications Drivers and Channels
Inbound and Outbound Drivers
Interactive Drivers
Icon Files for Interactive Communications Drivers
About Profiles for Communications Drivers
Contexts of Use for Communications Profiles
Configuring Communications Drivers and Profiles
Specifying Driver Parameter Values
Field Types for Driver Parameters
Setting Driver Parameter Default Values
Defining Communications Profiles
Specifying Parameter Override Values for Profiles
Adding a Custom Communications Driver
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Configuring Session Communications
About Configuring Session Communications
Creating or Modifying a Communications Configuration
Copying or Deleting a Communications Configuration
Copying a Communications Configuration
Viewing All Communications Configuration Data
Specifying Parameters for Communications Configurations
Parameters for Communications Configurations
Specifying Agents
Relationship of Agents and Telesets for Siebel CTI
Relationship of Agents and Telesets for Siebel Contact On Demand
Agents and ACD Queue Settings
Specifying Agents for Configurations
Configuring Agents
Specifying Telesets
Teleset Naming and Hoteling Considerations
Specifying Telesets, Agents, and Extensions
Specifying Agents for Telesets
Specifying Extensions for Telesets
Viewing Extension Data
Defining Communications Events
Creating Event Logs
Specifying Event Log Parameters
Creating Event Responses
Specifying Event Response Parameters
Associating Event Logs with an Event Response
Creating Event Handlers
Specifying Event Handler Parameters
Specifying Event Response Parameters
Defining Communications Commands
Creating Command Data Definitions
Creating Commands
Specifying Subcommands for a Group Command
Specifying Command Parameters
Specifying Command Data Parameters
Exporting and Importing Configuration Data
Exporting Communications Configuration Data
Importing Communications Configuration Data
Communications .DEF Files
File Format for .DEF Files
Example Section from .DEF File
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Configuring Events and Commands
About Events and Commands
Communications Definition Data in the Database
Communications Data Sets
Event and Command Definitions
Event and Command Parameters
Wildcard Characters in Event and Command Parameters
Special Events for Device Events
Special Event Attributes
List of Special Events
Special Commands for Device Commands
List of Special Commands
Special Command Parameters
Special Command Examples
Event Handlers
Event Handler Parameters
Handling an Inbound Call Received by an Agent
Event Responses
Event Response Parameters
Event Response Example
Event Logs
Event Log Parameters
Event Log Examples
Commands
Hierarchical Commands (Commands and Subcommands)
Command Parameters
Command Example
Command Data
Command Data Parameters
Command Data Example
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Configuring User Interface Elements
About Communications Toolbar Configuration
Communications Toolbar Items, Commands, and Methods
Communications Toolbar Commands and Bitmaps
Modifying the Communications Toolbar
Modifying the Function of an Existing Toolbar Button
Modifying the Appearance of an Existing Toolbar Button
Moving, Adding, or Removing a Toolbar Button
Communications Toolbar Buttons and Commands
How Communications Toolbar Buttons Work
Command Parameters Affecting Communications Toolbar Buttons
Communications Group Commands in Toolbar
Communications Toolbar ToolTip Text
Configuring Communications Menu Commands
Communications Submenu and Applet-Level Menu
Command Parameters Affecting Communications Menu Items
Communications Group Commands in Menus
Communications Menu Items and Device Commands
Configuring the Send Commands in the File Menu
Configuring Communications List of Values Types
List of Values Types for Channel Type
List of Values Type for ACD Queues
List of Values Type for Reason Code
List of Values Types for Event Parameters
List of Values Types for Command Parameters
Configuring Recipient Groups for Requests and Advanced Templates
About Recipient Groups
Predefined Recipient Groups
Configuring Substitution Fields for Recipient Groups
Configuring Additional Recipient Groups and Recipient Sources Applets
Configuring Recipients for Send Commands
Configuring Nonjoined Generic Recipients
Configuring Joined Generic Recipients
Configuring Default Templates for Send Email Command
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Configuring Advanced Communications Features
Using Macro Expansion for Character Fields
Macro-Expansion Syntax Elements
Macros for Parameter Values
Macro Expansion with Phone Numbers
Work Item Attributes
Macro-Expansion Examples
Working with Dialing Filters
Dialing Filter Examples
Configuring Telesets for Hoteling
Hoteling Requirements and Issues
Supporting Multitenancy
Setting the MultiTenancy Configuration Parameter
Organization Visibility and Positions
Configuring Communications Log In and Log Out
Log In and Log Out Command Configuration
Automatic and Manual Login
Configuring Automatic Log Out Using Server Script
Configuring Remote Transfers and Conferences
Creating Communications Configurations
Specifying Dialing Filters
Using Macros to Identify Remote Call Centers
Using Device Event to Enhance Screen Pop Performance
Event Examples for Agents Answering Call from Communications Toolbar
Event Examples for Agents Answering Call from Teleset
Using Push Keep Alive Driver for Session Connections
Simulating a Communications Environment
Setting Up and Running the Communications Simulator
Using the Communications Simulator
Inbound Call Simulations
Inbound Campaign Call Simulation
Using Business Services with Communications Server
Invoking Communications Server Business Service Methods
About Using Business Services with Events and Commands
Invoking a Command Through the Business Service Model
Invoking a Business Service Method from a Command
Invoking a Business Service Method from an Event Handler
Invoking a Business Service Method from an Event Response
Integrating with Siebel Scripting Languages
Integrating Using Server and Browser Scripts
Integrating Using Server Scripts
More Information About Scripting
Integrating with Siebel SmartScript
Invoking SmartScript Through Communications Server
Displaying Communications Parameter Data in SmartScript
Integrating with the Customer Dashboard
Example Events for Updating and Clearing Customer Dashboard
Generating Communications Reports
Viewing Communications Status Data
Viewing Agent Status Data
Viewing Channel Status Data
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Administering Siebel Communications Server
Siebel Server Requirements for Communications Server
Server Components for Communications Server
Running Communications Server in Heterogeneous Server Environments
Using Siebel Server Load Balancing with Communications Server
Synchronizing Batch-Mode Server Components
Enabling Session Communications and Simulation
About Communications Session Modes
About Communications Simulator
Prerequisites for Enabling Session Communications
Parameters for Application Object Manager and Siebel Developer Web Client
Parameters for Communications Session Manager
Enabling Communications Sessions for Siebel Web Client
Enabling Communications Sessions for Siebel Developer Web Client
Enabling Communications Simulation
Administering Communications Session Manager
Administering Communications Configuration Manager
Administering Communications Inbound Receiver
About Real-Time and Nonreal-Time Processing Modes
Event Processing for Real-Time and Nonreal-Time Modes
Running Communications Inbound Receiver
Configuring Parameters for Communications Inbound Receiver
Activity Attachments Stored for Inbound Email
Administering Communications Inbound Processor
Administering Communications Outbound Manager
Running Communications Outbound Manager
Configuring Communications Outbound Manager
Specifying the Siebel Server for Communications Outbound Manager
Specifying Component Name for Outbound Communication Requests
Outbound Communications for Siebel Mobile Web Client
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Configuring Communications Templates
About Communications Templates
Template Content and Formatting
Substitution Fields in Templates
Template Visibility and Access
Siebel Views for Working with Templates
Creating Simple Templates
Creating Advanced Templates
Editing and Formatting Controls for Template Text
Specifying Template Items for an Advanced Template
Modifying a Template Item That Specifies a File
Copying or Deleting Templates and Template Items
Fields for Templates
Templates List
Simple Form
Advanced Form
Fields for Template Items
Template Items List
Template Item Form
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Defining Outbound Communication Requests
About Outbound Communication Requests
Prerequisite Recipient Addressing Information
Siebel Views for Working with Outbound Communication Requests
Creating and Submitting Outbound Requests
Creating an Outbound Communication Request
Submitting an Outbound Communication Request
Configuring Subrequests
Deleting Outbound Communication Requests
Fields for Outbound Communication Requests
Restarting an Aborted Outbound Communications Manager Component
Monitoring Outbound Communication Request Status
Status Settings for Outbound Communication Requests
Monitoring Siebel Server Request Status
Server Request Status Settings
Viewing Activity Records for Communication Requests
Prerequisite Recipient Addressing Information
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Communications Operations for End Users
Setting Communications User Preferences
Specifying Communications Preferences
Preference Settings for Outbound Communications
Preference Settings for Communications
Logging In to or Out of an ACD Queue
Using the Communications Toolbar
Communications Toolbar Controls
Logging In to the Communications System
Receiving Inbound Work Items
Initiating Work Items
Transferring or Conferencing Work Items
Pausing and Resuming Work Items
Forwarding Work Items
Changing Ready State
Using Communications Menu Commands
Menu Commands for Displaying Error Messages
Menu Command for Refreshing the Communications Toolbar
Creating Communications Profiles for Personal Use
Sending Email, Fax, Wireless, and Page Messages
Sending Email Using the Native Siebel Email Client
Sending Email Using Lotus Notes or Microsoft Outlook
Sending Faxes
Editing and Formatting Controls for Send Email and Send Fax
Sending Wireless Messages
Sending Pages
Creating Activities for Send Commands
Activity Types for Each Send Command
Contact Matching for Send Email Activity Records
Specifying Mobile Device Settings
Configuring Mobile Devices
Configuring Message Delivery
Configuring Mobile Alerts
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Using Siebel CTI Connect
About Siebel CTI Connect
Installing Siebel CTI Connect
Siebel CTI Connect Driver Settings
Siebel CTI Connect Driver Parameters
Siebel CTI Connect Commands
Siebel CTI Connect Command Parameters
Siebel CTI Connect Events
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Using Siebel Contact On Demand
About Siebel Contact On Demand and Siebel Communications Server
Telephony@Work Communications Driver Parameters
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Using Email, Fax, and Other Systems
Interfacing with Email and Fax Servers
Integrating with Email Systems
Using HTML Email
Integrating with Fax Systems
Configuring Fax Integration Elements in Siebel Tools
Settings for Internet SMTP/POP3 Server Driver
Driver Parameters for Internet SMTP/POP3 Server Driver
Configuring Client-Side Integration for Send Email
Process of Configuring Third-Party Email Integrations
Creating and Configuring the Attachments Directory
About Installing the Siebel Email Form
Installing the Siebel Email Form for Lotus Notes
Installing the Siebel Email Form for Microsoft Outlook
Overview of Completing Email Client Configuration
Completing Configuration for Lotus Notes
Completing Configuration for Microsoft Outlook
Email Client Parameters
Other Communications Drivers
Push Keep Alive Driver Settings
Push Keep Alive Driver Parameters
Modem-Based TAP Paging Driver Settings
Modem-Based TAP Paging Driver Parameters
FTP Driver Settings
FTP Driver Parameters
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Using Wireless Messaging
About Wireless Messaging
Configuring Wireless Messaging
Connecting Directly to Wireless Network Operators
Configuring Siebel Server Components for Wireless Messaging
Configuring Communications Drivers and Profiles
Administering Mobile Devices
Specifying Mobile Device and Device Addressing Information
Mobile Device Settings
Device Address Settings
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Developing a Communications Driver
Required Skills for Adaptive Communications Developer
Custom Driver Upgrade Issues
Adaptive Communications Design
Communications Drivers
Adaptive Communications Architecture
Adaptive Communications Event and Command Model
Initialization of Communications Drivers
Driver Parameters and Initialization
Driver Event Attributes
Siebel Adaptive Communications API Reference
Handles for Adaptive Communications
Constants for Communications Drivers
Data Types for Communications Drivers
Methods of ISC_CLIENT_HANDLE
Methods of ISC_DRIVER_HANDLE
Methods of ISC_SERVICE_HANDLE
Testing Communications Drivers
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Communications Server Business Services
About Business Services for Communications Server
Communications Client Methods
Arguments for Communications Client Methods
Communications Session Manager Methods
Arguments for Communications Session Manager Methods
Outbound Communications Manager Methods
Arguments for Outbound Communications Manager Methods
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Views for Communications Administration
Views for Defining Configurations, Drivers, Profiles, Agents, and Telesets
Views for Defining Events
Views for Defining Commands
View for Exploring Configurations
Views for Generating Reports or Reviewing Runtime Status Data
View for Defining Templates
Views for Defining Outbound Communication Requests
View for Specifying Mobile Devices
View for Defining Inbound Communications
View for Monitoring Inbound Communications
View for Specifying Message Broadcast Settings
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