Enabling Client-Side SCAPI in Siebel Environment

This topic is a part of Siebel Client-Side Communications API for Cloud-Based Contact Center Integration.

To Enable Client-Side SCAPI in Your Siebel Environment

Follow these steps to get familiar with Siebel CTI driver development and Siebel Open UI configuration, for more information, see CTI Administration Guide: Developing a Communications Driver and Configuring Siebel Open UI: Customizing Siebel Open UI.

1. Enable Communications Session Manager in Siebel Environment.

   1. Log into Siebel Call Center as application administrator.

   2. Go to Siebel Sitemap -> Administration - Server Configuration -> Enterprise.

   3. Enable Communications Management under 'Enterprise Component Groups'.

   4. Make sure Communications Session Manager is assigned and enabled.

   5. Restart Siebel Server.

2. Import Sample Definition File

   1. Go to Siebel Sitemap -> Administration - Communications -> All Configurations

   2. Create a new configuration.

   3. Import sample definition file CTI-sample.def into the new configuration.

   4. Associate this configuration to a CTI agent.

      1. Configurations -> Agent

3. Configure Sample Driver

   1. Launch Siebel Web Tools, navigate to 'Manifest Administration.

   2. Add cticlient.js to Manifest Files using this path: siebel/custom/cticlient.js.

   3. Create a New UI Object.

   UI Objects Applet:

   • Type: Application

   • Usage Type: Common

   • Name: PLATFORM INDEPENDENT

   Object Expression:

   • Inactive Flag: N

   • Expression: IsCommEnabled

   • Level: 1

   Files:

   • Inactive Flag: N

   • Name: siebel/custom/cticlient.js

4. Test your sample driver.

   1. Log into Siebel Call Center as an CTI agent.

   2. Launch Communications Panel.

   3. The sample driver file should perform a set of tasks simulating agent UI transactions, for example: enable/disable CTI toolbar login and logout, enable/disable CTI toolbar buttons, trigger screen and view navigations, etc.