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Sending Contact Information to an External System

If the administrator has set up real-time contact integration between Siebel Call Center and another system in your organization, you can use the Update External System command to send new and modified contact information from your Siebel application to the other system.

By default, in the Contacts screen, the Update External System command triggers the business process Synchronize Contact ASI. This business process sends contact information to the external system, waits for a response from the external system, and updates the Siebel database with the response.

For information about sending a combination of account and contact information to a non-Siebel system, see To send account and contact information to an external software system.

The following procedure describes how to send information about a contact from Siebel Call Center to another system. This procedure assumes that the Siebel administrator has completed the work necessary to enable real-time contact integration through Application Service Interfaces (ASI).

For information about ASI structures, see Application Services Interface Reference. For information about setting up ASIs, see Applications Administration Guide.

To send contact information to an external software system

  1. Navigate to the Contacts screen.
  2. In the Contacts list, select a contact record.

    3. Follow the instructions in To create a new contact to create a new record.

  3. In the Contacts record, click the hyperlink in the Last Name field.
  4. In the Contact form, click the menu button, and then choose Update External System.

    5. You may observe a slight pause while the information is sent and the external system's response is received.


 Siebel Call Center User Guide 
 Published: 18 April 2003