Siebel CTI Administration Guide

What's New in This Release

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Overview of Siebel CTI and Related Products

About Siebel CTI and Siebel Communications Server

Siebel Product Modules That Use Siebel Communications Server

About Siebel CTI

About Siebel Chat

About Siebel Email Response and Outbound Communications

About Siebel Workflow

About Siebel Communications Server Architecture

About Communications Configuration Data

Types of Communications Configuration Data

Communications Configuration Requirements for Siebel Modules

Process of Configuring Siebel CTI

Determining Your Communications Deployment Needs

Setting Up Your External Communications System

Setting Up Your Siebel Server Software for Siebel CTI

Defining Siebel Communications Server Configuration Data

Putting Siebel CTI into Production

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Configuring Communications Drivers and Profiles

About Communications Drivers and Profiles

Communications Drivers Provided with Siebel Business Applications

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 Siebel CTI

About Configuring Siebel CTI

Creating or Modifying a Communications Configuration

Copying or Deleting a Communications Configuration

Viewing All Communications Configuration Data

Specifying Parameters for a Communications Configuration

Parameters for Communications Configurations

Specifying Agents

Relationship of Agents and Telesets for Siebel CTI

Agents and Automated Call Distributor Queue Settings

Specifying Agents for Communications 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 with an Event Response

Creating Event Handlers

Specifying Event Handler Parameters

Specifying Parameters for the Event Response Associated with an Event Handler

Defining Communications Commands

Creating Command Data Definitions

Specifying Command Data Parameters

Creating Commands

Specifying Subcommands for a Group Command

Specifying Command Parameters

Specifying Parameters for the Command Data Definition Associated with a Command

Exporting and Importing Communications Configuration Data

Exporting Communications Configuration Data

Importing Communications Configuration Data

Communications DEF Files

Example Section from a 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

Examples of Special Commands

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


Hierarchical Commands (Commands and Subcommands)

Command Parameters

Command Data

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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 the Communications Toolbar

ToolTip Text for the Communications Toolbar

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 Communications List of Values Types

List of Values Type 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

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Configuring Advanced Communications Features

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

Configuring Telesets for Hoteling

Configuring Multitenancy

Setting the MultiTenancy Configuration Parameter

Organization Visibility and Positions

Configuring Communications Login and Logout

Automatic and Manual Login and Logout

Login and Logout Command Configuration

Configuring Remote Transfers and Conferences

Creating Communications Configurations

Specifying Dialing Filters

Using Macros to Identify Remote Call Centers

Using the Push Keep Alive Driver for Session Connections

Using Business Services with Siebel Communications Server

Invoking Siebel 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 Scripting Using Server and Browser Scripts

Integrating Scripting Using Server Scripts

Integrating with Siebel SmartScript

Invoking Siebel SmartScript Through Siebel CTI

Displaying Communications Parameter Data in Siebel SmartScript

Integrating with the Customer Dashboard

Generating Contact Center Telephony Analytics 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 Siebel Communications Server

Server Components for Siebel Communications Server

Running Siebel Communications Server in Heterogeneous Server Environments

Using Siebel Server Load Balancing with Siebel Communications Server

Enabling Session Communications

About Communications Session Modes

Prerequisites for Enabling Session Communications

Parameters for Application Object Manager and Siebel Developer Web Client

Parameters for Communications Session Manager

Enabling Communications Sessions for Siebel Web Client

Enabling Communications Sessions for Siebel Developer Web Client

Administering Communications Session Manager

Administering Communications Configuration Manager

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Communications Operations for End Users

Setting Communications User Preferences

Specifying Communications Preferences

Preference Settings for Communications

Logging In to or Out of an ACD Queue

Using the Communications Toolbar

Displaying the Communications Toolbar

Communications Toolbar Controls

Logging In to and Out of the Communications System

Receiving Inbound Work Items

Initiating Work Items

Transferring or Conferencing Work Items

Pausing and Resuming Work Items

Forwarding Work Items

Changing the Ready State

Using Communications Menu Commands

Using the Menu Commands for Displaying Error Messages

Using the Menu Command for Refreshing the Communications Toolbar

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Using the Virtual CTI Driver

About the Virtual CTI Driver

Process of Integrating with the Virtual CTI Driver

Virtual CTI Driver Parameters

Virtual CTI Driver Commands

Virtual CTI Driver Events

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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




Testing Communications Drivers

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Siebel Communications Server Business Services

About Business Services for Siebel Communications Server

Communications Client Methods

Arguments for Communications Client Methods

Communications Session Manager Methods

Arguments for Communications Session 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 Run-time Status Data

View for Specifying Settings for Notifications (Message Broadcasts)

Views for Siebel Email Response

View for Siebel Chat

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Siebel CTI Administration Guide Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Legal Notices.