8Siebel Chat Deployment Using Third-Party Chat Solutions
Siebel Chat Deployment Using Third-Party Chat Solutions
This chapter describes how to deploy Siebel Chat using a third-party chat solution. It contains the following topics:
Deployment of Siebel Chat Using Third-Party Chat Solutions
Several additional tasks must be carried out if deploying Siebel Chat using a third-party chat solution (such as Genesys). In particular, third-party chat server vendors must integrate with Siebel Chat by addressing the following tasks:
Create or extend an existing Siebel Communications API (SCAPI) driver.
This task involves adding Siebel Chat to an existing driver, or creating a new driver for a third-party chat communication server. For information about developing and testing a new communications driver, see Siebel CTI Administration Guide.
Take the existing third-party customer chat client and modify it to support the passing of Siebel Chat extended parameters. The following table lists the chat parameter extensions, Field Name and Field Size, that must be set up for proper integration with the Siebel Call Center application.
Integrate with the Chat UI Business Service in order to process chat events from the agent-facing chat UI. The Chat UI business service is responsible for handling all Siebel Chat commands and events, and manages the state of all active chats.
| Field Name | Description | Field Size |
|---|---|---|
ContactId |
Contact Identifier |
15 |
SRId |
Service Request ID |
15 |
SRNumber |
Service Request Number |
30 |
ProblemDesc |
Problem Description |
100 |
Area |
Service Request Area |
30 |
SubArea |
Service Request Sub Area |
30 |
ProductID |
Product Identifier |
15 |
ProductName |
Product Name |
100 |
ProductCategory |
Product Category |
100 |
KBItemVisitedNum1 |
KBItemVisitedNum1 |
30 |
KBItemVisitedDesc1 |
KBItemVisitedDesc1 |
100 |
KBItemVisitedURL1 |
KBItemVisitedURL1 |
100 |
KBItemVisitedNum2 |
KBItemVisitedNum2 |
30 |
KBItemVisitedDesc2 |
KBItemVisitedDesc2 |
100 |
KBItemVisitedURL2 |
KBItemVisitedURL2 |
100 |
KBItemVisitedNum3 |
KBItemVisitedNum3 |
30 |
KBItemVisitedDesc3 |
KBItemVisitedDesc3 |
100 |
KBItemVisitedURL3 |
KBItemVisitedURL3 |
100 |
KBItemVisitedNum4 |
KBItemVisitedNum4 |
30 |
KBItemVisitedDesc4 |
KBItemVisitedDesc4 |
100 |
KBItemVisitedURL4 |
KBItemVisitedURL4 |
100 |
KBItemVisitedNum5 |
KBItemVisitedNum5 |
30 |
KBItemVisitedDesc5 |
KBItemVisitedDesc5 |
100 |
KBItemVisitedURL5 |
KBItemVisitedURL5 |
100 |
KBItemVisitedNum6 |
KBItemVisitedNum6 |
30 |
KBItemVisitedDesc6 |
KBItemVisitedDesc6 |
100 |
KBItemVisitedURL6 |
KBItemVisitedURL6 |
100 |
KBItemVisitedNum7 |
KBItemVisitedNum7 |
30 |
KBItemVisitedDesc7 |
KBItemVisitedDesc7 |
100 |
KBItemVisitedURL7 |
KBItemVisitedURL7 |
100 |
KBItemVisitedNum8 |
KBItemVisitedNum8 |
30 |
KBItemVisitedDesc8 |
KBItemVisitedDesc8 |
100 |
KBItemVisitedURL8 |
KBItemVisitedURL8 |
100 |
KBItemVisitedNum9 |
KBItemVisitedNum9 |
30 |
KBItemVisitedDesc9 |
KBItemVisitedDesc9 |
100 |
KBItemVisitedURL9 |
KBItemVisitedURL9 |
100 |
KBItemVisitedNum10 |
KBItemVisitedNum10 |
30 |
KBItemVisitedDesc10 |
KBItemVisitedDesc10 |
100 |
KBItemVisitedURL10 |
KBItemVisitedURL10 |
100 |