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Communications Server and Siebel CTI

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

Siebel CTI Connect, available from Siebel Systems, Inc., includes Intel NetMerge middleware components. These components include Intel NetMerge Call Processing Software (formerly Dialogic CT Connect) and Intel NetMerge Call Information Manager (formerly Dialogic Call Information Manager.) Siebel CTI Connect also includes the Siebel communications driver for Intel NetMerge and sample Siebel communications configuration data.

The sample communications configurations provided by Siebel Systems contain events and commands that support CTI functionality, as well as events and commands that support email.

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 Communications Administration screen.

Call routing can be handled by Siebel Universal Queuing, 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.

The Reception screen is a feature of Siebel CTI that provides a user interface for agents operating as telephone receptionists. Reception agents can view and manipulate multiple inbound voice calls and view detailed information about each caller. Agents also use the communications toolbar and related features to handle the inbound voice calls.

For more information about Siebel CTI Connect, see Using Siebel CTI Connect.


 Siebel Communications Server Administration Guide 
 Published: 23 June 2003