Siebel Innovation Pack 2015: Types of Communications Configuration Data

Figure 2 shows key kinds of configuration data that you work with in the Administration - Communications screen. This data enables you to specify communications functionality within the Siebel Business Applications. One-to-one, one-to-many, and many-to-many relationships between elements are represented by the connector lines.

Table 3 identifies communications elements that you create in the process of configuring Siebel Communications Server, indicating where the element is created, configured, or specified. Unless otherwise noted, the application views identified are in the Administration - Communications screen. For more information about communications templates and response groups, which are shown in Figure 2, see Siebel Email Administration Guide.

Table 3 describes the major Siebel CTI configuration elements in relation to other elements and identifies the Siebel application view in which each type of element is created or configured. See also Figure 2.

Table 3. Communications Configuration Elements
Configuration Element	Description	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): Communications
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

Siebel CTI Administration Guide		Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Legal Notices.