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Configuring Siebel Communications Server and Find Integration

This topic covers defining Find parameters for the CTI (Computer Telephony Integration) OnInboundCallReceived event response to automatically launch the Search Center, with pre-populated Find criteria, when an agent accepts a call on the CTI toolbar.

Siebel CTI provides voice-channel support for call center agents using Siebel Business Applications. 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. If the FindDialog, FindField.CSN, and FindField.First Name event response parameters are defined for the OnInboundCallReceived Event Response, then the Search Center is automatically launched when the agent accepts a call, and is pre-populated with the information specified in the Find Event Response parameters. For more information on Siebel CTI, see Siebel CTI Administration Guide.

To configure an OnInboundCallReceived Event Response for CTI and Find Integration

1. Navigate to the Administration - Communications screen, and then the All Configurations view.
2. Select the Configuration for which to define the Event Response.
3. Select the Event Handlers tab.
4. Select the OnInboundCallReceived Event Response.
5. Click the Event Response Parameters view tab and configure the Find parameters. Some fields are described in the following table.

   Field	Description
   FindDialog	Find Object name to determine what Find Category is displayed in the Look In field when the Search Center is launched. The Find Object name must match that defined in the Find column of the Application Find view in Siebel Tools for the Siebel application that you are using.
   FindField.<Find Field Name>	The FindField.<Find Field Name> Event Response Parameter can be used to dynamically pre-populate Find fields in the Search Center. The following sample FindField.<Find Field Name> Event Response Parameters are used to define pre-populated field values for the Service Requests Find Category: FindField.CSN. This field must be set to {ANI} to pre-populate the Service Requests CSN (Customer Service Number) field with the incoming telephone phone number. At runtime, on answering a call from the CTI toolbar, the Find CSN field in the Search Center is pre-populated with the telephone number of the incoming call. FindField.First Name. This field must be set to {@UserName} to pre-populate the Service Requests First Name field with the agent's User Name. At runtime, on answering a call from the CTI toolbar, the Find First Name field in the Search Center is pre-populated with the agent's User Name for the Siebel application.