Developing a Communications Driver

This chapter provides developer guidelines for writing communications drivers using the Siebel Adaptive Communications application programming interface.

Types of Communications API

The Siebel CRM supports two types of Communications API:

• Server-Side SCAPI: Siebel Server-Side SCAPI supports integrations with third-party chat server, CTI middleware, mail server and fax server through communication drivers. Use Server-Side SCAPI if you want to integrate on-premises Contact Center applications with Siebel CRM Call Center. Available in all supported Siebel releases. For more information, see Siebel Adaptive Communications API Reference.
• Client-Side SCAPI: Siebel Client-Side SCAPI supports integrations with Cloud-Based Contact Centers. Use Client-Side SCAPI if you want to integrate cloud-based applications with Siebel CRM Call Center. For more information, see, Siebel Client-Side Communications API for Cloud-Based Contact Center Integration.

The Server-Side SCAPI includes the following topics:

• Required Skills for Adaptive Communications Developer

• Custom Driver Upgrade Issues

• Adaptive Communications Design

• Siebel Adaptive Communications API Reference

• Testing Communications Drivers