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
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
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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
Commands
Hierarchical Commands (Commands and Subcommands)
Command Parameters
Command Data
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Configuring User Interface Elements
About Communications Panel and Communications Toolbar Configuration
About the Communications Panel and Communications Toolbar Display
Enabling the Communications Panel for Applications and Agents
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
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 Panel and 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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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
Methods of ISC_CLIENT_HANDLE
Methods of ISC_DRIVER_HANDLE
Methods of ISC_SERVICE_HANDLE
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 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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