Configuring Find Parameters for Computer Telephony Integration

This topic covers configuring event response parameters for Find to enable CTI (Computer Telephony Integration) functionality in the Siebel Search Center. OnInboundCallReceived event response, to automatically launch the Search Center with pre-populated search criteria, when an agent accepts a call on the CTI toolbar.

Siebel CTI provides voice-channel support for call center agents using Siebel CRM. Agents are notified of incoming calls through the communications toolbar, and can perform a range of call-handling activities using the toolbar and related menu commands. If the CTI Find parameters are defined for the OnInboundCallReceived Event Response, and if QuerySpec does not return any records, then the Search Center is automatically launched when the agent accepts a call. The Search Center is automatically pre-populated with the criteria specified in the Find Event Response parameters. For more information on configuring Siebel CTI, see Siebel CTI Administration Guide

To configure Find and Computer Telephony Integration for the Siebel Search Center

Navigate to Site Map, Administration - Communications screen, then the All Configurations view.
Select the Configuration for which you want to define the Event Response.
Select the Event Handlers tab.
Select the OnInboundCallReceived Event Response.
Click the Event Response Parameters tab and configure the Find parameters. Some fields are described in the following table.

Field	Sample Value	Description
FindDialog	Service Request	Find object name to determine what Find Category is displayed in the Look In field when the Search Center is launched. The Find object name must match that defined in the Find column of the Application Find view in Siebel Tools for the Siebel application that you are using, for example, set this to the Service Request business component.
FindField.<Display Name>	{ANI}	The FindField.<Display Name> Event Response Parameter is used to dynamically pre-populate Find fields in the Search Center. The Display Name must match that defined in Siebel Tools. The following sample FindField.<Display Name> Event Response Parameters are used to define pre-populated field values for the Service Requests Find Category: FindField.CSN. Set this field value to {ANI} to pre-populate the Service Request CSN (Customer Service Number) field with the incoming telephone number. At runtime, on answering a call from the CTI toolbar, the Find CSN field in the Search Center is pre-populated with the telephone number of the incoming call. FindField.First Name. Set this field value to {@UserName} to pre-populate the Service Request First Name field with the agent’s User Name. At runtime, on answering a call from the CTI toolbar, the Find First Name field in the Search Center is pre-populated with the agent’s User Name for the Siebel application.

Field

Sample Value

Description

FindDialog

Service Request

Find object name to determine what Find Category is displayed in the Look In field when the Search Center is launched. The Find object name must match that defined in the Find column of the Application Find view in Siebel Tools for the Siebel application that you are using, for example, set this to the Service Request business component.

FindField.<Display Name>

{ANI}

The FindField.<Display Name> Event Response Parameter is used to dynamically pre-populate Find fields in the Search Center. The Display Name must match that defined in Siebel Tools.

The following sample FindField.<Display Name> Event Response Parameters are used to define pre-populated field values for the Service Requests Find Category:

FindField.CSN. Set this field value to {ANI} to pre-populate the Service Request CSN (Customer Service Number) field with the incoming telephone number. At runtime, on answering a call from the CTI toolbar, the Find CSN field in the Search Center is pre-populated with the telephone number of the incoming call.
FindField.First Name. Set this field value to {@UserName} to pre-populate the Service Request First Name field with the agent’s User Name. At runtime, on answering a call from the CTI toolbar, the Find First Name field in the Search Center is pre-populated with the agent’s User Name for the Siebel application.