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  • 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