Bookshelf v7.7: Types of Communications Configuration Data

Figure 2 shows key kinds of configuration data that you work with in the Administration - Communications screen. This data enables you to specify communications functionality within the Siebel eBusiness Applications.

One-to-one, one-to-many, and many-to-many relationships between elements are represented by the connector lines.

Table 2 identifies communications elements that are frequently created in the process of configuring Siebel Communications Server, indicating where the element is created, configured, or specified. Unless otherwise noted, the application views identified are in the Administration - Communications screen. Views in other screens are also mentioned, where applicable.

Table 2 is not comprehensive but attempts to show major elements in relation to other elements. Also see Figure 2.

Table 2. Communications Configuration Elements
Configuration Element	Description	How Related	Where Created / Configured
Communications configuration	Set of related data for communications, used for agents working with channels such as voice or email. Includes parameters.	Parent of event handler, event response, event log, command, and command data. Associated with profile and agent.	All Configurations
UQ configuration	Set of related data applicable to Siebel Universal Queuing. For details, see Siebel Universal Queuing Administration Guide.	Associated with communications configuration by using configuration parameter UQConfigurationName.	All Configurations (Administration - Communications screen) Configurations (Administration - UQ screen)
Communications driver (Drivers are database records that reference files such as library files.)	Usually a library file that Communications Server uses to interface to a communications system, such as voice, email, or wireless messaging. Includes parameters.	Parent of profile.	Communications Drivers and Profiles
Profile	Provides access to communications driver for specific contexts. Includes overrides for driver parameter.	Child of communications driver. Associated with configuration, event handler, and command. Also associated with response group, communications template, outbound communication request, and mobile device.	Administrators (Administration - Communications screen): Communications Drivers and Profiles End users (Communications screen): My Profiles
Agent	Contact center agent, manager, or other user in communications configuration. Can use multiple communications channels.	Derived from employee. Associated with configuration, teleset (for voice agents), and ACD queue (for voice agents).	All Configurations Agent General Profile All Telesets
ACD queue (agent queue)	A queue on the ACD that agents can log into. Agents can also log into multiple queues. Agents can log into queues automatically, from the communications toolbar, or from the User Preferences screen.	Associated with agent (for voice agents).	Administrators: List of Values (Administration - Data screen) Agent General Profile (Administration - Communications screen) End users (User Preferences screen): Communications
Teleset	Physical phone device such as used in a call center. Optionally, can specify host name for hoteling.	Parent of extension. Associated with agent (for voice agents).	All Telesets
Extension	Extension for teleset.	Child of teleset.	All Telesets
Event handler	Means of evaluating information received from communications driver. Includes parameters.	Child of configuration. Associated with profile and event response.	All Configurations All Event Handlers
Event response	Defines response invoked by event handler. Includes parameters.	Child of configuration. Associated with event handler and event log.	All Event Responses
Event log	Specifies logging behavior for event response. Includes parameters.	Child of configuration. Associated with event response.	All Event Logs
Command	Means of performing a communications action. Commands are typically sent to communications driver. A command can be specified as a subcommand of another command. Includes parameters.	Child of configuration. Associated with profile and command data.	All Configurations All Commands
Command data	Provides data applicable to command. Includes parameters.	Child of configuration. Associated with command.	All Command Data
Response group	Defines how inbound communications such as email, routed voice calls, or wireless messages are processed. Invokes a workflow process that evaluates and processes inbound communications. Routing inbound email or voice calls requires Siebel Universal Queuing or another routing solution.	Associated with profile.	All Response Groups
Communications template	Provides content or structure for outbound message using email, fax, wireless message, or page channels. Allows Siebel field data substitution. Can contain text or contain multiple template items. Template items can specify text directly or reference files or literature items.	Associated with profile and outbound communication request. Also specified for Send Email, Send Fax, Send Wireless Message, and Send Page commands, and for Siebel Email Response replies.	Administrators (Administration - Communications screen): All Templates End users (Communications screen): My Templates
Outbound communication request (This is an operational element rather than a configuration element.)	A request to send content from communications templates (optionally with field substitution) to recipients associated with business object instances —such as to contacts associated with an account. Requests are sent using email, fax, wireless message, or page. Requests can be created and submitted directly or programmatically using workflow processes.	Associated with communications template.	Administrators (Administration - Communications screen): All Outbound Requests Outbound Request Overview End users (Communications screen): My Outbound Requests My Outbound Request Overview
Mobile device	A device that can receive a wireless message sent using an outbound communication request or using the Send Wireless Message command.	Associated with profile. Also associated with persons (employees, contacts, and so on) and with device addresses. Device addresses are associated with profiles.	Administrators (Administration - Communications screen): Mobile Devices End users (Mobile screen): Mobile

NOTE: If Siebel Universal Queuing is deployed, employees and employee skills must be specified in configurations defined in the Administration - UQ screen in order for agents to receive inbound work items for channels routed by Siebel Universal Queuing. For more information, see Siebel Universal Queuing Administration Guide.