Contents

• Title and Copyright Information
• Preface

1 What’s New in This Release

• What’s New in Siebel CTI Administration Guide, Siebel CRM 23.6 Update
• What’s New in Siebel CTI Administration Guide, Siebel CRM 21.3 Update
• What’s New in Siebel CTI Administration Guide, Siebel CRM 20.1 Update
• What’s New in Siebel CTI Administration Guide, Siebel CRM 19.1 Update

2 Overview of Siebel CTI and Related Products

• 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
    • Modules That Might Use Communications Configurations
    • Communications Configurations and the Send Email, Send Fax, Send Wireless Message, and Send Page Commands
• 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

3 Configuring Communications Drivers and Profiles

• Configuring Communications Drivers and Profiles
• About Communications Drivers and Profiles
  • Communications Drivers Provided with Siebel Business Applications
  • Communications Drivers and Third-Party Systems
    • About Error Messages Related to Communications
    • Nonsupported Communications Systems
  • Communications Driver Settings
  • Communications Driver Files and Database Records
    • Driver File Naming on Microsoft Windows and UNIX
    • Requirements for Specifying Driver File Names
  • 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

4 Configuring Siebel CTI

• Configuring Siebel CTI
• About Configuring Siebel CTI
• Creating or Modifying a Communications Configuration
  • Creating a Communications Configuration
  • Modify an Existing Communications Configuration
  • Copying or Deleting a Communications Configuration
    • Copying a Communications Configuration
    • 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

5 Configuring Events and Commands

• Configuring Events and Commands
• About Events and Commands
  • Communications Definition Data in the Database
  • Communications Data Sets
  • Event and Command Definitions
    • Event and Command Types
  • Event and Command Parameters
    • Field Types for Event and Command Parameters
    • Forms of 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
  • Example of @Associate Special Command
  • Example of @ViewWorkObject Special Command
• Event Handlers
  • Event Handler Process Overview
  • Event Handler Parameters
  • Handling an Inbound Call Received by an Agent
  • Example of Using Event Handler to Handle Inbound Call
• Event Responses
  • Event Response Process Overview
  • Event Response Parameters
  • Event Response Example
• Event Logs
  • Event Log Parameters
• Commands
  • Hierarchical Commands (Commands and Subcommands)
  • Command Parameters
• Command Data
  • Command Data Parameters

6 Configuring User Interface Elements

• 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 Communications Command for Existing Toolbar Button
    • Modifying Device Command for Existing Toolbar Button
    • Modifying Business Service Method for 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 Type for Event Handler Parameters
    • List of Values Type for Event Response Parameters
    • List of Values Type for Event Log Parameters
  • List of Values Types for Command Parameters
    • List of Values Type for Command Parameters
    • List of Values Type for Command Data Parameters

7 Configuring Advanced Communications Features

• Configuring Advanced Communications Features
• Using Macro Expansion for Character Fields
  • Macro-Expansion Syntax Elements
  • Macros for Parameter Values
  • @Phone Macro Example
  • Macro Expansion with Phone Numbers
  • Keywords to Specify Dialing-Filter Behavior
  • Keywords to Extract Part of a Phone Number
  • Numeric Ranges to Extract
  • Primary Phone Field User Property in Business Components
  • Work Item Attributes
  • Macro-Expansion Examples
• Working with Dialing Filters
  • Dialing Filter Examples
• Configuring Telesets for Hoteling
  • Hoteling Requirements and Issues
• Configuring Multitenancy
  • Setting the MultiTenancy Configuration Parameter
  • Organization Visibility and Positions
    • Organization Visibility for Business Components
    • Organization Visibility for Views
    • Changing Position Manually or Automatically
    • Scenarios for Generating Screen Pops and Changing Position
• Configuring Communications Login and Logout
  • Automatic and Manual Login and Logout
    • Automatic Login
    • Manual Login
    • Automatic Logout
    • Manual Logout
  • Login and Logout Command Configuration
    • Login Commands
    • Logout Commands
• Configuring Remote Transfers and Conferences
  • Creating Communications Configurations
  • Specifying Dialing Filters
  • Using Macros to Identify Remote Call Centers
    • Example Command Using $RemoteConnectStr
• Using the Push Keep Alive Driver for Session Connections
  • Configuring the Push Keep Alive Driver
  • Push Keep Alive Driver Settings
  • Push Keep Alive Driver Parameters
• 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
  • Command Example
  • SWE Command Example
  • Server and Browser Script Examples
  • Integrating Scripting Using Server Scripts
    • Event Response Example
    • Command Example
    • Server Script Examples
  • Integrating with Siebel SmartScript
    • Invoking Siebel SmartScript Through Siebel CTI
    • Example Events to Invoke Siebel SmartScript Script
  • Displaying Communications Parameter Data in Siebel SmartScript
• Integrating with the Customer Dashboard
  • Example Events for Updating and Clearing Customer Dashboard
• Viewing Communications Status Data
  • Viewing Agent Status Data
  • Viewing Channel Status Data
    • Modifying How Channel Status Data Is Displayed
    • Distributing Status Data to Agents

8 Administering Siebel Communications Server

• 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
    • Enabling Communications Using Command-Line Option
    • Enabling Communications by Modifying Configuration File
• Administering Communications Session Manager
  • Overview of Communications Session Manager
  • When Communications Session Manager Is Unavailable
  • Running Communications Session Manager
• Administering Communications Configuration Manager
  • Running Communications Configuration Manager

9 Communications Operations for End Users

• Communications Operations for End Users
• Setting Communications User Preferences
  • Specifying Communications Preferences
  • Preference Settings for Communications
    • General Preferences
    • Sound Settings
    • Teleset and Configuration Settings
  • 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
    • Logging In to the Communications System
    • Logging Out of the Communications System
  • Receiving Inbound Work Items
    • Accepting an Inbound Work Item
    • Releasing an Inbound Work Item
  • Initiating Work Items
    • Initiating a Work Item
    • Releasing the Current Work Item
  • Transferring or Conferencing Work Items
    • Performing a Blind Transfer on the Active Work Item
    • Performing a Consultative Transfer on the Active Voice Call
    • Creating a Conference for the Active Voice Call
  • Pausing and Resuming Work Items
    • Pausing the Active Work Item
    • Resuming a Paused Work Item
  • Forwarding Work Items
  • Changing the Ready State
    • Indicating That You Are Not Ready to Receive Inbound Work Items
    • Indicating That You Are Ready to Receive Inbound Work Items
• Using Communications Menu Commands
  • Using the Menu Commands for Displaying Error Messages
    • Displaying the Previous Message
    • Displaying the Next Message
  • Using the Menu Command for Refreshing the Communications Toolbar

10 Developing a Communications Driver

• 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
    • Loading Communications Drivers
  • ISC_DRIVER_HANDLE
  • ISC_SERVICE_HANDLE
  • Driver Parameters and Initialization
  • Driver Event Attributes
• Siebel Adaptive Communications API Reference
  • Handles for Adaptive Communications
  • Constants for Communications Drivers
    • SCCommandFlag
    • SCCommandTypeEx
    • SCErrorCode
    • SCObjectProperty
    • SCWorkItemMode
  • Data Types for Communications Drivers
  • Methods of ISC_CLIENT_HANDLE
    • BeginBatch
    • CacheCommandInformation
    • CleanAllWorkItem
    • EndBatch
    • HandleError
    • HandleEvent
    • IndicateNewWorkItem
    • ShowStatusText
    • UpdateObjectInformation
    • WorkItemReleased
    • WorkItemResumed
    • WorkItemStarted
    • WorkItemSuspended
  • Methods of ISC_DRIVER_HANDLE
    • APIVersion
    • CreateISCDriverInstance
    • FreeSCStrParamList
    • GetImplementationObject
    • ReleaseISCDriverInstance
    • RequestCommandEventList
    • RequestMediaTypeList
    • RequestService
  • Methods of ISC_SERVICE_HANDLE
    • AcceptWorkItem
    • HandleQueuedWorkItem
    • InvokeCommand
    • InvokeCommandEx
    • NotifyEventHandlingFinished
    • ReleaseISCServiceInstance
    • ReleaseWorkItem
    • ResumeWorkItem
    • RevokeQueuedWorkItem
    • SuspendWorkItem
• Testing Communications Drivers
• Siebel Client-Side Communications API for Cloud-Based Contact Center Integration
  • Overview of Siebel Client-Side Communications API
  • Client-Side SCAPI Package
  • Enabling Client-Side SCAPI in Siebel Environment
  • Troubleshooting
  • Implement and Deploy a Custom Client-Side SCAPI Driver

11 Siebel Communications Server Business Services

• Siebel Communications Server Business Services
• About Business Services for Siebel Communications Server
• Communications Client Methods
  • Arguments for Communications Client Methods
  • Arguments for Agent Sign Off Method
  • Arguments for Agent Sign On Method
  • Arguments for Get Selected Work Item Info Method
  • Arguments for Handle Error Method
  • Arguments for Is Comm Enabled Method
  • Arguments for Make Call Method
  • Arguments for Obtain UI Focus Method
  • Arguments for Send Communication Method
  • Arguments for Shell UI Update Method
  • Arguments for Show Status Text Method
  • Arguments for Work Item Released Method
  • Arguments for Work Item Resumed Method
  • Arguments for Work Item Started Method
  • Arguments for Work Item Suspended Method
• Communications Session Manager Methods
  • Arguments for Communications Session Manager Methods
    • Arguments for Accept Work Item Method
      • Arguments for Get Agent Extension Method
      • Arguments for Get All Work Item ID Method
      • Arguments for Get Inbound Work Item Attributes Method
      • Arguments for Get Inbound Work Item Info Method
      • Arguments for Get Top Active Work Item ID Method
      • Arguments for Get Top Idle Work Item ID Method
      • Arguments for Get Work Item Attributes Method
      • Arguments for Get Work Item Info Method
      • Arguments for Get Work Item Track Info Method
      • Arguments for Invoke Command Method
      • Arguments for Invoke Extended Command Method
      • Arguments for Notify Event Handling Finished Method
      • Arguments for Release Work Item Method
      • Arguments for Release Work Item by Activity ID Method
      • Arguments for Resume Work Item Method
      • Arguments for Set Work Item Attributes Method
      • Arguments for Suspend Work Item Method
      • Arguments for Work Item Released Method
      • Arguments for Work Item Resumed Method
      • Arguments for Work Item Started Method
      • Arguments for Work Item Suspended Method

12 Views for Communications Administration

• 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