Communications Definition Data in the Database

The Siebel database contains configuration data that helps determine how your communications system is integrated with your Siebel application. Among other functions, the communications configuration data:

• Defines how a Siebel application handles events received from the communications system

• Defines how commands are generated and sent from the Siebel application to the communications system

• Defines the appearance and availability of commands in the Communications submenu in the Siebel application, by specifying hot keys, menu command titles, menu item sequence, and so on

Note: The events recognized by the communications driver and the commands supported by the driver are a subset of those supported by the communications system, such as your CTI middleware.

To customize the communications configuration, you must understand your call center’s workflow model, as well as the key business objects for your Siebel application.

You customize communications features by editing or entering data in a series of views in the Administration - Communications screen, as described in Views for Communications Administration.