Table 4. Communications Configuration Elements
|
|
How Related to Other Configuration Elements |
Siebel View for Creating or Configuring Element |
Communications configuration |
A set of related data for communications, used for agents working with channels such as voice or email. Includes parameters. |
Parent of event handler, event response, event log, command, and command data. Associated with profile and agent. |
All Configurations |
Communications driver (Drivers are database records that reference files such as library files.) |
Usually a library file that Communications Server uses to interface to a communications system, such as voice or email. Includes parameters. |
Parent of profile. |
Communications Drivers and Profiles |
Profile |
A definition that provides access to a communications driver for specific contexts. Includes overrides for driver parameter. |
Child of communications driver. Associated with configuration, event handler, and command. |
Communications Drivers and Profiles |
Agent |
A contact center agent, manager, or other user in a communications configuration. Can optionally use multiple communications channels. |
Derived from employee. Associated with configuration, teleset (for voice agents), and ACD queue (for voice agents). |
All Configurations Agent General Profile All Telesets |
ACD queue (agent queue) |
A queue on the ACD that agents can log in to. Agents can also log in to multiple queues. Agents can log in to queues automatically, from the communications toolbar, or from the User Preferences screen. |
Associated with agent (for voice agents). |
Administrators:
- List of Values (Administration - Data screen)
- Agent General Profile (Administration - Communications screen)
End users (User Preferences screen):
|
Teleset |
A physical phone device such as one used in a call center. Optionally, you can specify a host name for shared telesets used in hoteling scenarios. |
Parent of extension. Associated with agent (for agents using the voice channel). |
All Telesets |
Extension |
An extension for a teleset. |
Child of teleset. |
All Telesets |
Event handler |
A definition that provides a means of evaluating information received from the communications driver. Includes parameters. |
Child of configuration. Associated with profile and event response. |
All Configurations All Event Handlers |
Event response |
A definition of the response invoked by the event handler. Includes parameters. |
Child of configuration. Associated with event handler and event log. |
All Event Responses |
Event log |
A definition that specifies logging behavior for event response. Includes parameters. |
Child of configuration. Associated with event response. |
All Event Logs |
Command |
A definition that provides a means of performing a communications action. Commands are typically sent to the communications driver. Includes parameters. A command can be specified as a subcommand of another command. |
Child of configuration. Associated with profile and command data. |
All Configurations All Commands |
Command data |
A definition that provides data applicable to command. Includes parameters. |
Child of configuration. Associated with command. |
All Command Data |