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 Siebel Universal Queuing

Communications Server and Siebel 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 Siebel Systems

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

Viewing All Communications Configuration Data

Specifying Parameters for Communications Configurations

Parameters for Communications Configurations

Specifying Agents

Relationship of Agents and Telesets for Siebel CTI

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 to an Event Response

Creating Event Handlers

Specifying Event Handler Parameters

Specifying Event Response Parameters

Defining Communications Commands

Creating Command Data Definitions

Creating Commands

Specify 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 Non-Joined Generic Recipients

Configuring Joined Generic Recipients

Configuring Default Templates for Send Email Command

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Advanced Communications Configuration

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 Login and Logout

Login and Logout Command Configuration

Automatic and Manual Login

Configuring Automatic Logout 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

Restriction for Siebel Replication Manager

Enabling Session Communications and Simulation

About Communications Session Modes

About Communications Simulator

Prerequisites for Enabling Session Communications

Parameters for Application Object Manager and Dedicated Web Client

Parameters for Communications Session Manager

Enabling Communications Sessions for Siebel Web Client

Enabling Communications Sessions for Siebel Dedicated 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

Outbound Communication Request Restart Capability

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

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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 Into or Out of an ACD Queue

Using the Communications Toolbar

Communications Toolbar Controls

Logging Into 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, Page, and Wireless 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 Server Components

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 Wireless Messaging

About Siebel Wireless Messaging

Wireless Messaging Usage Scenarios

Installing and Configuring Siebel Wireless Messaging

Connecting to the MobileSys Network

Connecting Directly to Wireless Network Operators

Installing Siebel Server Components for Siebel Wireless Messaging

Installing and Configuring MobileSys MX Server

Configuring Communications Drivers and Profiles

Wireless Messaging 1-Way Driver Settings

Wireless Messaging 1-Way Driver Parameters

Wireless Messaging 2-Way Driver Settings

Wireless Messaging 2-Way Driver Parameters

Administering Mobile Devices

Specifying Mobile Device and Device Addressing Information

Mobile Device Settings

Device Address Settings

Using One-Way Wireless Messaging Workflows

Setting Up One-Way Wireless Messaging Workflows

Predefined One-Way Wireless Messaging Workflows

Configuring Send Behavior for One-Way Wireless Messaging Workflows

Configuring One-Way Wireless Messaging Workflows for Siebel Wireless

Using Two-Way Wireless Messaging Workflows

Setting Up Two-Way Wireless Messaging

Predefined Two-Way Wireless Messaging Workflow for Outbound

Activities and Two-Way Wireless Messaging

Dispatch Activity Message Sent to Field Service Representative

Field Service Representative Response to Outbound Message

Tracking Activity Record

Configuring Two-Way Wireless Messaging Workflows

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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

Supporting Email Interactivity

User-interactive Email Driver

Settings for User-interactive Email Driver

User-interactive Email Driver Parameters

User-interactive Email Commands

User-interactive Email Events

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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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

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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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Upgrading from Version 6.x

About Upgrading from Version 6.x

Upgrading Siebel CTI from Version 6.x (and Earlier)

Upgrade Issues for CTI Drivers

Upgrade Issues for CTI/Communications Configurations

Background for Configuration Upgrade

Configuration Parameters in Version 7.x

Siebel CTI Connect Driver Parameters in Version 7.x

New Siebel CTI Connect Event in Version 7.x

New Siebel CTI Connect Commands in Version 7.x

Event Handler Parameters in Version 7.x

Event Response Parameters in Version 7.x

Event Log Parameters in Version 7.x

Command Parameters in Version 7.x

Command Data Parameters in Version 7.x

Special Events in Version 7.x

Special Commands in Version 7.x

Macros in Version 7.x

Preparing to Upgrade the Configuration

Upgrading the Configuration

Upgrade Issues for Communications Toolbar and Menu Commands

CTI/Communications Toolbar Configuration

General Steps for Upgrading CTI/Communications Toolbar

CTI/Communications Menu Configuration

Upgrade Issues for Scripting and Business Service Methods

Upgrade Issues for Siebel CTI Connect

Upgrade Issues for Inbound Call Routing

Upgrading Communications Server from Version 6.x

Upgrade Issues for Communications Drivers and Profiles

Upgrade Issues for Communications Templates

Upgrade Issues for Communications Manager Server Component

Upgrade Issues for Outbound Communications Manager Business Service

Upgrading Send Email/Fax/Page from Version 6.x (and Earlier)

Migration to Siebel Communications Server

Communications Templates

Migration to Siebel Web Client and Communications Toolbar

Using Siebel Scripts from Version 6.x

CTIService Object Type

CTIData Object Type

Script Example: Making a Call

Defining Communications Command to Invoke the Script

Script Example: Handling an Incoming Call

Defining the CTI Event to Invoke the Script

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