Avaya™ Interaction Center Release 6.0.2 Siebel 2000 Integration Guide
585-248-117 Issue 1.0 January 2003
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Acknowledgment This document was written by the CRM Information Development group of Avaya Avaya™ Interaction Center Release 6.0.2 Avaya IC and Siebel 2000 Integration Guide
Contents
Before You Begin ...... 5
Chapter 1: Introduction ...... 9 Understanding the Siebel 2000 Integration...... 10 Understanding the Server Integration for Siebel 2000...... 13 Understanding the Client Integration for Siebel 2000 ...... 13 Understanding the Avaya Agent CDL Settings ...... 14 Understanding IC Scripts for Siebel ...... 15 Understanding the Data Relationship between Siebel and Avaya IC...... 16 I: Linking the Siebel Data to Contact History ...... 17 II: Linking the Siebel Contact to Web Agent User Record ...... 18 III: Showing Siebel Data in the Report Wizard...... 19
Chapter 2: Completing Prerequisites...... 21
Chapter 3: Configuring the Avaya IC Databases ...... 23 Modifying the CDL File ...... 23 Preloading the Siebel IC Script ...... 24 Updating the CallCenterQ Database...... 25 Configuring the Siebel Database Connection...... 25 Reconfiguring the CI Repository Database...... 28 Updating the CI Repository Application ...... 29 Generating the Siebel Report Wizard Application...... 29 Refreshing the Directory Server for CI Repository ...... 30
Chapter 4: Configuring Workflows for the Siebel Integration ...... 31 Introducing the Sample Siebel Workflows ...... 31 Working with the Sample Siebel Workflows ...... 32 Configuring the Siebel Initialization Workflow...... 37 Configuring the Siebel Incoming Call Workflow ...... 38 Configuring the Qualify Chat Workflow...... 40 Configuring the Qualify Email Workflow ...... 41 Building the Customer Management Workflows ...... 42 Loading Workflows in the Workflow Server...... 43
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Chapter 5: Configuring the Avaya IC Servers ...... 45 Configuring the Avaya IC ORB Service ...... 45 Setting Siebel 2000 as the Integrated Application ...... 46 Configuring EDU Servers for Siebel Integration ...... 47 Configuring Workflow Servers for Siebel 2000 ...... 48 Configuring Customer Management for Siebel 2000 ...... 50 Updating the Siebel Configuration File...... 51
Chapter 6: Installing Siebel Report Wizard ...... 53
4 Avaya IC and Siebel 2000 Integration Guide Before You Begin
Typographical Conventions
This guide uses the following font conventions:
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Notes, Tips, and Cautions
Note:
Note: A note calls attention to important information.
! Important:
Important: An important note calls attention to a situation that has the potential to cause serious inconvenience or other similar repercussions.
Tip:
Tip: A tip offers additional how-to advice.
! CAUTION:
CAUTION: A caution points out actions that may lead to data loss or other serious problems.
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Contacting Technical Support
If you are having trouble using Avaya software, you should: 1. Retry the action. Carefully follow the instructions in written or online documentation. 2. Check the documentation that came with your hardware for maintenance or hardware- related issues. 3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available. 4. If you continue to have a problem, contact Avaya Technical Support by:
● Logging in to the Avaya Technical Support Web site http://www.avaya.com/support/qq
● Calling or faxing one of the following numbers from 8:30 a.m. to 8:30 p.m. (Eastern Standard Time), Monday through Friday (excluding holidays): — Toll free in the U.S. and Canada: 1-888-TECH-SPT (1-888-832-4778) — Direct line for international and domestic calls: 1-512-425-2201 — Direct line for faxes: 1-512-997-4330
● Sending email with your question or problem to [email protected]. You may be asked to email one or more files to Technical Support for analysis of your application and its environment. Note:
Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to http://www.avaya.com for further information.
Product Documentation
Most Avaya product documentation is available in both printed and online form. However, some reference material is available only online, and certain information is available only in printed form. A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the Doc directory on the product CD-ROM. This PDF document is also included on the separate documentation CD-ROM.
Readme File
The Readme file is an HTML file included on the Avaya Interaction Center software CD- ROM. This file contains important information that was collected too late for inclusion in the printed documentation. The Readme file can include installation instructions, system
6 Avaya IC and Siebel 2000 Integration Guide requirements, information on new product features and enhancements, suggested work- arounds to known problems, and other information critical to successfully installing and using your Avaya software. You may also receive a printed Addendum to the Readme, containing similar information uncovered after the manufacture of the product CD-ROM. You should review the Readme file and the Readme Addendum before you install your new Avaya software.
Electronic Documentation
The electronic documentation (in PDF or HTML format) for each Avaya Interaction Center product is installed automatically with the program. Electronic documentation for the entire Avaya product suite is included on the product CD-ROM and the documentation CD-ROM. You can also view the documentation set online at http://www.avayadocs.com.
Printed Documentation
You can purchase printed copies of these manuals separately. For details, see Ordering Information: Avaya Publications Center on the back of this manual’s title page.
License to Print the Electronic Documentation
Online copies of documentation are included on the CD-ROM that accompanies every software release. An Avaya customer who has licensed software (a “Licensee”) is entitled to make this online documentation available on an internal network or “intranet” solely for the Licensee's use for internal business purposes. Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes.
Right-To-Print License Terms
Documents must be printed “as-is” from the provided online versions. Making changes to documents is not permitted. Documents may be printed only by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee's internal business purposes and subject to all applicable license agreements with Avaya. Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time-sharing, rental, outsourcing, or service bureau use, or to train persons other than Licensee's employees and contractors for Licensee's internal business purposes, unless previously agreed to in writing by Avaya. If Licensee reproduces copies of printed documents for Licensee's internal business purposes, then these copies should be marked “For internal use only within
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by Avaya and its licensors. By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions. This license only governs terms and conditions of printing online documentation. Please reference the appropriate license agreement for terms and conditions applicable to any other use, reproduction, modification, distribution or display of Avaya software and documentation.
Educational Services
Avaya University provides excellent training courses on a variety of topics. For the latest course descriptions, schedules, and online registration, you can get in touch with us:
● Through the web at http://www.avaya-learning.com/logon_form.asp
● Over the telephone at 800-288-5327 (within the U.S.) +001 303-406-6089 (outside of the U.S.)
● Through email at [email protected]
8 Avaya IC and Siebel 2000 Integration Guide Chapter 1: Introduction
This addendum contains additional installation and configuration information for Avaya™ Interaction Center 6.0, 6.0.1, and 6.0.2 (Avaya IC) systems that include an integration with Siebel 2000 eBusiness Applications. This addendum updates and replaces the information in the Siebel 2000 Integration chapter in the Avaya Agent Integrator’s Guide. The following table describes important terms in the Avaya IC and Siebel systems, and explains how similar terms may be applied differently in the two systems.
Term Source Definition/Description
Customer Avaya Person initiating the interaction into Avaya IC. Contact Avaya An interaction with an Avaya Customer through the voice, email, chat, or voice chat media. Contact Siebel Same as an Avaya Customer. Activity Siebel Similar to an Avaya Contact, but extended in Siebel to be any interaction or action performed for a Contact (or any other Object in Siebel). Workflow server Avaya Server that runs workflows to route and blend contacts through the Avaya IC servers. Workflows can involve customer identification, record creation, and contact routing. For more information, see Avaya Workflow Designer Guide. Siebel COM Siebel One form of the Siebel COM Object Interfaces that allow Automation server external applications to control the Siebel application. For more information, see Object Interfaces Reference Manual in the Siebel Bookshelf. Siebel COM Data Siebel Another form of the Siebel COM Object Interfaces that server reads and writes data in Siebel without displaying the user interface. For more information, see Object Interfaces Reference Manual in the Siebel Bookshelf.
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Understanding the Siebel 2000 Integration
Avaya IC supports an integration with Siebel 2000 eBusiness Applications. If your environment is running earlier versions of Siebel eBusiness Applications, you must upgrade to Siebel 2000 eBusiness Applications. Avaya IC does not support an integration with Siebel 7. The following figure shows an overview of the Siebel integration. Star 1 in the following figure shows the server integration. Star 2 in the figure shows the client integration.
10 Avaya IC and Siebel 2000 Integration Guide The following steps outline the general flow of the Siebel integration and highlight the two major integration points: 1. Customer contacts the contact center by phone, email, or chat.
2. The Avaya Workflow server monitors incoming events on media channels. When the contact arrives, the Workflow server runs a workflow for the incoming contact. The workflow performs the following steps: a. Extracts media and contact information from the Electronic Data Unit (EDU). b. Looks up the contact or creates an anonymous contact through the Siebel COM Data server. c. Creates an activity record. d. Writes the data required by the client integration to the EDU. This data includes the contact label, screen pop information, contact rowid, and activity rowids.
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3. Avaya IC routes the Avaya contact to Avaya Agent through the steps in the workflow.
4. IC Scripts in Avaya Agent extract information from the EDU and generically ‘screen pops’ the contact data to the Siebel application. The Contact History Browser in Avaya Agent displays any previous Avaya contacts for the Siebel contact. The agent can double-click on a previous contacts to show the related history. The agent can also click in the Siebel application to display the linked activity.
5. After the agent completes the customer contact, the agent terminates the contact (hangs up the phone, responds to the email, or wraps the chat). 6. Avaya IC retires the EDU. 7. The Avaya Report server links the Siebel activity to the Avaya contact in the CI Repository database.
12 Avaya IC and Siebel 2000 Integration Guide Understanding the Server Integration for Siebel 2000
The server integration configures communication between the Avaya Workflow server and the Siebel COM Data server. This integration involves the way that Avaya IC looks up records and creates records in Siebel, before Avaya IC delivers a contact to Avaya Agent. You perform most customizations during the server integration. The server integration consists of workflows that run in the Avaya Workflow server and access Siebel information through the Siebel COM Data server. The workflows perform many tasks in the integration, including:
● Determine where to route the Avaya contact
● Create records in Siebel for the contact
● Set the required information in the EDU You can modify these workflows to enforce any business rules that you have established. For more information about these workflows and the server integration, see Configuring Workflows for the Siebel Integration on page 31.
Understanding the Client Integration for Siebel 2000
The client integration configures the way that Avaya Agent drives the Siebel eBusiness Application, including how Avaya Agent:
● Opens and starts the Siebel application
● Closes and stops the Siebel application
● Displays the customer record for a contact through a screen pop You only customize the screen pop process during the client integration. The client integration with Siebel uses the Siebel COM Automation server interface and IC Scripts for Avaya Agent. The IC Scripts open and close the Siebel Dedicated Client, and ‘screen pop’ information into the Siebel application. The client integration takes the information from the workflows and the EDU, and enables agents to handle the Avaya contact in Avaya Agent and view activities in the Siebel application. Note:
Note: Certain vertical applications of Siebel 2000 require a patch from Siebel to work correctly with Avaya IC. You must obtain this patch from Siebel. Avaya does not provide this patch. If you experience Siebel error 4120, which is an OLE error, contact Siebel technical support for a patch.
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All integration that you perform for Avaya Agent uses CDL settings and Siebel-specific IC Scripts. For more information, see:
● Understanding the Avaya Agent CDL Settings on page 14
● Understanding IC Scripts for Siebel on page 15
Understanding the Avaya Agent CDL Settings
The client integration requires certain settings in the Avaya Agent CDL file. The following table describes these settings. These settings are preset to the correct values for a standard Siebel 2000 installation. If your system includes a vertical Siebel application, or a custom installation configuration, you may need to modify some of these settings.
Section Name Attribute Description
SiebelActivity BusObject These settings determine how the IC Scripts in Avaya Agent access Activities in Siebel. BusComp View ContactIdField RowIdField
SiebelContact BusObject These settings determine how the IC Scripts in Avaya Agent access Contacts in Siebel. BusComp FullNameField RowIdField
SiebelApp ConfigFile Name of the Siebel Configuration file to use when launching the Siebel Dedicated Client. This setting must match the /c parameter in the Siebel shortcut. DataSource Name of the Data Source to use when launching the Siebel Dedicated Client (this is equivalent to the /d parameter in the Siebel command line). ExeRegKey Registry key where the installed location of Siebel can be found. Used for determining where the Siebel executable is located. ExeRegValue Value to extract for the ExeRegKey.
14 Avaya IC and Siebel 2000 Integration Guide Section Name Attribute Description
ExeSubDir Name of subdirectory where the ConfigFile and Executable would be found in a Siebel installation. ExeFile Name of the executable for Siebel. WindowName Caption of the Siebel Dedicated Client. This would need to be change for different Siebel applications or localization. This is used for finding the running Siebel and/or closing it down. ConfigFilePath This is the full path to the Siebel ConfigFile. If set, overrides any value extracted from registry. ExeFilePath This is the full path to the Siebel Executable. If set, overrides any value extracted from registry.
SiebelEDUFields ActivityKey These are settings specifying which EDU fields are used to pass information from the Workflow Flow to Avaya ContactKey Agent IC Scripts. Caution: Do not change these settings unless you ScreenPopBusObject change the “Set Siebel EDU Fields” block in all Siebel workflows. ScreenPopBusComp ScreenPopView ScreenPopField ScreenPopValue
Understanding IC Scripts for Siebel
The following table describes the IC Scripts used by the Siebel integration.
IC Script File Location Description
SiebelApp_Login siebel2000.qsc Launches the Siebel Dedicated Client. SiebelApp_ManualLogin siebel2000.qsc Sets up the manual login to Siebel. SiebelApp_Logout siebel2000.qsc Stops the Siebel Dedicated Client. SiebelApp_Exit siebel2000.qsc Closes the Siebel Dedicated Client when called during the shutdown of Avaya Agent.
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IC Script File Location Description
SiebelApp_GetApplication siebel2000.qsc Gets the currently running Siebel Application Object. SiebelApp_PerformScreenPopFromEDU siebel2000.qsc Generically runs a Screen Pop using the EDU. SiebelApp_PerformScreenPop siebel2000.qsc Performs generic Screen Pop into Siebel using parameters. SiebelApp_ShowActivity siebel2000.qsc Pops an Activity into Siebel. SiebelApp_CheckActivityContactLink siebel2000.qsc Re-links the current Siebel Contact that is linked to the Activity in the EDU. This IC Script runs when the agent makes changes. This IC Script is run from the QConsole_CompleteContact.
Understanding the Data Relationship between Siebel and Avaya IC
The following diagram outlines the relationship between Siebel data and Avaya IC data for the Siebel integration.
16 Avaya IC and Siebel 2000 Integration Guide The Siebel integration links Avaya IC data and Siebel data in the database. The Siebel integration links all data on the Avaya IC side of the data relationship. The data linking consists of three different parts:
● I: Linking the Siebel Data to Contact History on page 17
● II: Linking the Siebel Contact to Web Agent User Record on page 18
● III: Showing Siebel Data in the Report Wizard on page 19
I: Linking the Siebel Data to Contact History
The Siebel integration links Siebel data to the contact table in the Avaya IC database through the sbl_contact_key and sbl_activity_key. Through this link:
● The contact history displays in the Contact History Browser when the contact arrives in Avaya Agent.
● The activity displays in the Siebel application when an agent double-clicks a row in the Contact History Browser. The following figure shows the linking of the Siebel data to the contact history.
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II: Linking the Siebel Contact to Web Agent User Record
The Siebel integration links the Siebel contact to the Web Agent user record. Through this link:
● Authenticated customers, based on Siebel contacts, can log into Web Agent.
● Avaya IC links the correct Siebel contact key to the incoming EDU. The following figure shows the linking of the Siebel contact to the Web Agent user record.
18 Avaya IC and Siebel 2000 Integration Guide III: Showing Siebel Data in the Report Wizard
The Siebel integration uses table structures in the CI Repository database. You access these tables through the Siebel database connection. Through these tables:
● The Siebel contact and its associated addresses display in the Siebel Report Wizard.
● An administrator can maintain the Web Agent User List. The following figure shows the tables in the CI Repository database.
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20 Avaya IC and Siebel 2000 Integration Guide Chapter 2: Completing Prerequisites
Before you begin your Siebel integration, you must perform the following steps:
● Install, configure, and test your Avaya IC system
● Configure the Workflow server to run under a Windows user account
● Install, configure, and test your Siebel system, including:
● Install and configure the Siebel client on all agent desktop computers
● Install and configure the Siebel client on the machine that hosts the Avaya IC Workflow server, which accesses the Siebel Data Server and runs the Siebel flows
! CAUTION:
CAUTION: The instructions in this addendum assume that you have performed all necessary steps from the IC Installation Prerequisites Guide and IC Installation and Configuration Guide. You must also carefully review the information in the Avaya IC Readme file and Readme Addendum available on the CRM Technical Support Website at http://www.avaya.com/support/qq.
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22 Avaya IC and Siebel 2000 Integration Guide Chapter 3: Configuring the Avaya IC Databases
These instructions assume that when you configured your Avaya IC system, you configured and generated the following in Database Designer:
● CI Repository database from the repository.adl file
● Interaction Center data source from the ccq.adl file For more information about these procedures, see IC Installation and Configuration Guide. To configure the Avaya IC databases, perform the following steps: 1. Modifying the CDL File on page 23. 2. Preloading the Siebel IC Script on page 24. 3. Updating the CallCenterQ Database on page 25. 4. Configuring the Siebel Database Connection on page 25. 5. Reconfiguring the CI Repository Database on page 28. 6. Updating the CI Repository Application on page 29. 7. Generating the Siebel Report Wizard Application on page 29. 8. Refreshing the Directory Server for CI Repository on page 30.
Modifying the CDL File
Out-of-the-box, the Avaya Agent CDL file (avaya_agent_en.cdl), does not display the Login tab for the Siebel application. To display the Login tab, you must modify the CDL file. You then upload the modified CDL file to your CallCenterQ database. To modify the Avaya Agent CDL file for Siebel 2000: 1. Open the Avaya Agent CDL file in a text editor such as Notepad. You can find the Avaya Agent CDL file in the following directory:
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2. In the CDL file, locate the following line:
Preloading the Siebel IC Script
Avaya Agent does not directly access the Siebel IC Scripts in the siebel.qsc file. You need to preload these IC Scripts in the CallCenterQ ADL file before you configure the Siebel data source. To preload the Siebel IC Script: 1. In Database Designer, select File > Open. 2. Open the CallCenterQ ADL file. You can find this ADL file in
24 Avaya IC and Siebel 2000 Integration Guide Updating the CallCenterQ Database
You need to update the CallCenterQ database with the Siebel 2000 IC Script and updated Avaya Agent CDL file. To update the CallCenterQ database: 1. Select File > Generate Windows Application. 2. Check the following boxes to load the files to the database:
● Messages ● IC Scripts ● Avaya Agent Layout –
Configuring the Siebel Database Connection
You need to configure the Siebel database connection in the CI Repository database. To configure the Siebel database connection: 1. In Database Designer, select File > Open. 2. Open the CI Repository ADL file. You can find this ADL file in
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4. In the DB Connection Properties tab, complete the fields in the following table:
Property Description Notes
Timeout The maximum number of seconds Default value is 60 seconds. that the client application waits for If no response is returned within the a response to a database request specified time, the client application closes before the application assumes the the connection to the Data Connector connection to the Data Connector server and returns an error. The client server is lost. application attempts to create a new connection to the database on the next database request. Display Time The display time setting specifies Select one of the following: how DateTime data from the ● DBMSTIME – DateTime data is database is presented in the client displayed in database time, and is not application. adjusted to local time ● LOCALTIME – DateTime data is adjusted to local time on the client ● HOSTTIME – DateTime data is adjusted to the local host time, adjusting also for small differences between system clocks Database Type Select the type of database from Database Designer uses the selected the drop-down menu. database type to generate a SQL statement which can be applied to the database. Data Server The name of your Data Connector Enter the name that you gave the Data Type/Alias server from IC Manager. Connector server. For example: ● SQL Server – Enter DataServerMSSQL ● Oracle – Enter DataServerOracle Database server Host name of the machine that For SQL Server: hosts your database server. ● For the default database instance, enter the host name. ● For another database instance, enter
26 Avaya IC and Siebel 2000 Integration Guide Property Description Notes Database Location SQL Server – Leave blank. Delete The database location identifies the logical default entry, if present. space where the named database is Oracle – Enter the name of the stored. default tablespace where objects Note: For Oracle, you must specify a are created, for example T_CI, in database location. If you do not specify a the Database Location text box. location, the database uses the “system” space to define the database. Database Size SQL Server – Leave blank. Delete The size of the database location specifies default entry, if present. the amount of space that the configured Oracle – Enter the number of bytes application database occupies. in the Database Size text box. Note: For Oracle, you must specify a size for the database location. If you do not specify a size for the database location, and your DBMS does not specify a default database size, the database location can use all available space. Log Location Leave this field blank. For SQL Server only. (SQL Server only) Database-generated log files store cumulative transaction information. The RDBMS specifies a default location for the database log. Log Size Leave this field blank. For SQL Server only. (SQL Server only) The size of the location for database log files specifies the amount of space that the database-generated log files can occupy. The RDBMS specifies a default size for the database log. Database home Enter the full directory path for the For Oracle only. directory Oracle client on the machine that For example, enter (Oracle only) hosts the Data Connector server.
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Property Description Notes Temporary location Specify the number of bytes for the For Oracle only. (Oracle only) size of the tablespace that includes The size of the location for temporary temporary tables. tables in Oracle databases specifies the amount of space that the temporary tables can occupy. If you do not specify the amount of space to be allocated for temporary tables, the size is specified by the database management system.
5. Select File > Save to save your changes to the ADL file.
Reconfiguring the CI Repository Database
You need to reconfigure the CI Repository database to add the Siebel database connection. To reconfigure the CI Repository database: 1. Select File > Database Administration. 2. Select defaultDBConnectionSet from the DB Connection Set list. 3. Set the following options:
● Reconfigure – Select Reconfigure
● Login Id – Enter your IC Manager login ID
● Password – Enter your password Do not use your DBA login ID and password. 4. Click Reconfigure. 5. Click Run. 6. Click Close. Do not close the ADL file.
28 Avaya IC and Siebel 2000 Integration Guide Updating the CI Repository Application
You need to update the CI Repository application to include the Siebel IC Script. To generate the CI Repository application: 1. In Database Designer, select File > Generate Windows Application. 2. Check the following boxes to load the files to the database:
● Messages ● IC Scripts 3. Select repository from the Name list. 4. Enter the path for the directory where you want Database Designer to store the application files. For example, enter
Generating the Siebel Report Wizard Application
You use the Siebel Report Wizard to set mappings to retire EDUs to the CI Repository database. You must build the Siebel Report Wizard application to use or view data from EDUs. You generate the Siebel Report Wizard application from the CI Repository ADL file. To generate the Report Wizard application: 1. In Database Designer, select File > Generate Windows Application. 2. Check the following boxes in the Generate Windows Application dialog box:
● Messages ● IC Scripts ● Forms ● Help –
! Important:
Important: Do not select reportwizard or your Siebel integration will fail.
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4. Enter the path for the directory where you want Database Designer to store the application files. For example, enter
Refreshing the Directory Server for CI Repository
You need to refresh the connection between the Directory server and CI Repository. To refresh the Directory server for CI Repository: 1. In IC Manager, stop and start the Directory server. 2. When the Alarm Monitor indicates that the Directory server started properly, select Manager > Refresh. If you do not receive a Success message, re-start the machines that host the Directory server and that host IC Manager, then repeat this step.
30 Avaya IC and Siebel 2000 Integration Guide Chapter 4: Configuring Workflows for the Siebel Integration
When you installed and configured your Avaya IC system, you stored system and sample workflows in the database, then configured your Workflow servers to run these workflows. For the Siebel integration, you need to replace some of these workflows with new workflows and configure and load a new workflow. To configure workflows for the Siebel Integration, perform the following steps: 1. Introducing the Sample Siebel Workflows on page 31. 2. Configuring the Siebel Initialization Workflow on page 37. 3. Configuring the Siebel Incoming Call Workflow on page 38. 4. Configuring the Qualify Chat Workflow on page 40. 5. Configuring the Qualify Email Workflow on page 41. 6. Building the Customer Management Workflows on page 42. 7. Loading Workflows in the Workflow Server on page 43. Note:
Note: You must make sure that no workflows use a formatted telephone number to look up customer records. For example, confirm that your Incoming Call workflow does not use a formatted telephone number in the Customer Lookup block.
Introducing the Sample Siebel Workflows
You can use the sample Siebel workflows to set up and test your Siebel integration. When you test your integration, review the settings of the sample workflows for the media channels. You can customize these workflows to meet the business requirements of your contact center. If you customize the sample workflows, you must recompile the workflows and load them in the database. For more information, see Avaya Workflow Designer Guide.
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Avaya IC includes four Siebel projects with associated workflows. Avaya IC installs each project in a separate directory, as shown in the following table. All project directories are located in
Project Project Description Directory
TS ts.prj Includes the contact routing workflow that Avaya IC uses to route voice contacts to the agent. Required for all Siebel integrations that include Telephony or Voice Chat. wacd wacd.prj Includes the contact routing workflows that Avaya IC uses to route chat and email contacts. Required for all Siebel integrations that include Web Management or Email Management. WebCenter webcenter.prj Includes the customer management workflows that Avaya IC uses to manage customer records for Web Management. Required for all Siebel integrations that include Web Management or Email Management. Workflow workflow.prj Includes the initialization workflow that Avaya IC uses to communicate with and initialize the Siebel application. Required for all Siebel integrations.
Working with the Sample Siebel Workflows
Each project in the Siebel integration includes sample workflows. You do not need to customize the flows in the WebCenter project. However, you do need to set some properties in the sample Siebel workflows in the other projects. The following table describes the sample Siebel workflows in the Ts, Wacd, and Workflow projects.
Name Description Workflow Server Association
wacd.qualifychat This workflow performs the following tasks Link to wacd.qualifychat event in for chat contacts: Workflow Channel associations ● Handles the qualifychat event for the giving the criteria as WebACD server media=chat. ● Looks up contacts ● Creates Siebel activities ● Routes chat contacts to queues or agents
32 Avaya IC and Siebel 2000 Integration Guide Name Description Workflow Server Association
wacd.qualifyemail This workflow performs the following tasks Link to wacd.qualifyemail event for email contacts: in Workflow Channel ● Handles the qualifyemail event for the associations giving the criteria WebACD server as media=email. ● Looks up contacts ● Creates Siebel activities ● Routes inbound email contacts to queues or agents ● Routes outbound email contacts to an agent or queue for supervisor approval ts.incomingcall This workflow performs the following tasks Link to TS.IncomingCall event in for voice contacts: Workflow Channel associations. ● Handle the IncomingCall event for the Telephony server ● Routes voice contacts to queues or agents workflow. This workflow performs the following tasks Set the flow as a Synchronous siebelinitialize for the Siebel integration: Startup Flow in any Workflow ● Runs when the Avaya Workflow server server that will run one of the starts above mentioned flows. ● Set Siebel-specific Global Variables that are in other workflows.
Working with the Siebel Blocks
Although some of the Siebel workflows have the same names as the Avaya IC workflows, the Siebel workflows use different blocks with a different set of steps. The Siebel workflows use the blocks on the Siebel palette in Workflow Designer. The following table outlines all Siebel blocks contained in the Siebel catalog.
Block Description Properties
Sets some Global Variables needed by ● SiebelConfigFile – Location of the the Siebel flows. Used in a flow run in the Siebel configuration file, used when Workflow Initial Startup. Settings used to performing a LoadObjects on the initialize the Siebel COM Data Server. Siebel COM Data Server. ● Initialize Siebel SiebelUsername – Username to log Parameters into the Siebel COM Data Server. ● SiebelPassword – Password for the SiebelUsername used to log into the Siebel COM Data Server.
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Block Description Properties
Sets up the Siebel COM Data Server for use in the flow. Using Global Variables set with the Initialize Siebel Parameters block, a LoadObjects and Login are done on the Data Server. Initialize Siebel Data Server Performs the same functions as the standard On Exit block with an additional task of releasing the Siebel COM Data Server instance upon shutdown of the flow. On Exit
Executes query and returns a count of ● BusObject – Siebel Business Object records found and a RowID (if exact to use for Query match was found), when given Business ● BusComp – Siebel Business Object, Business Component, and set of Component to use for Query Query Fields and Values. ● Execute Query Field_xx – Business Component Field to Query on (there are 10 of these possible) ● Value_xx – Query value to place on the corresponding Field_xx setting. ● RowId – Primary Key if an exact match is found ● RecordCount – Number of records found ● ViewMode – How to set the mode of the View before performing the Query
Creates a record in Siebel and return the ● BusObject – Siebel Business Object RowId of the record created, given a to use for creating the record Business Object, Business Component, ● BusComp – Siebel Business and set of Fields and Values. Component to use for creating the Create Record record ● Field_xx – Business Component Field to set on the new record ● Value_xx –Value to place on the corresponding Field_xx setting in the new record. ● RowId – Primary Key of the record created
34 Avaya IC and Siebel 2000 Integration Guide Block Description Properties
Retrieves the record and places values ● BusObject – Siebel Business Object from fields into corresponding fields to use for creating the record specified in the properties. This block ● BusComp – Siebel Business requires Business Object, Business Component to use for creating the Component, and RowID properties. Get Record record Values ● Field_xx – Business Component Field to set on the new record ● Value_xx –Value to place on the corresponding Field_xx setting in the new record. ● RowId – Primary Key of the record created
This block creates an Anonymous ● AnonymousFirstName – First Name to Contact record in Siebel. The use for Contact being created. Anonymous Contact is created in the ● AnonymousLastName – Last Name to following way: use for Contact being created. Create ● Field_xx – Optional additional Anonymous Properties for FirstName and LastName Business Component Field to set on Contact are set in the Contact record. the Contact being created. Combination of FirstName and ● Value_xx –Value to place on the LastName are supposed to be unique in corresponding Field_xx setting in the Siebel, so the Anonymous Contacts new Contact record. would be: ● ContactRowId – Primary Key of the ● First – Unknown Contact Contact record created ● Second – Unknown Contact(2) ● Third – Unknown Contact(3)
Allows direct retrieval of a Siebel Contact ● ContactRowId – Primary Key of the from a Chat EDU. Extracts the username Contact record retrieved. from the EDU and gets the Contact ● VduData – EDU data for the flow RowId for the wc_auth record. Requires containing the Chat Username. a Start Block that has created a DB Get Contact Network containing the wc_auth table. Using Chat EDU
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Block Description Properties
Sets all EDU fields required for client- ● ActivityKey – Primary Key of Activity side integration. record to be linked to Avaya Contact. ● ContactEmail – Email address of the Contact. Set Siebel EDU ● ContactKey – Primary Key of Contact Fields record to be linked to Avaya Contact. ● ContactName – Full Name of the Contact. ● AvayaContactLabel – Label to be used for the Avaya Contact while it is in Avaya Agent. ● ScreenPopBusObject – Business Object to perform Screen Pop with. ● ScreenPopBusComp – Business Component to perform Screen Pop with. ● ScreenPopField_x – Siebel Business Component Field to place QBE on when performing a Screen Pop in Avaya Agent). ● ScreenPopValue_x – Value to use in ScreenPopField_x for performing Screen Pop. ● ScreenPopView – View into which workflow performs Screen Pop.
Note:
Note: Most Siebel blocks also include a numeric property, “ErrCode”, which would contain any error code if an error occurred within the block. This property can be used for error handling in flows.
36 Avaya IC and Siebel 2000 Integration Guide Configuring the Siebel Initialization Workflow
Before you load the Siebel Initialization workflow, you need to modify this workflow with the location of your Siebel configuration file. Avaya IC uses this location to run the Siebel Data Server. This location is required for a successful Siebel integration. The following figure shows the properties that you need to modify in the Initialize Siebel Parameters block.
To configure the Siebel Initialization workflow: 1. On the machine that hosts your Avaya Workflow server and the Siebel client, locate the Siebel configuration file. You can find the location in the /c parameter of the Siebel shortcut. For example, the location may be C:\sea\client\bin\uagent.cfg
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2. In Workflow Designer, open the Siebel Workflow project in the following location:
● SiebelConfigFile – Enter the location that you noted in Step 1
● SiebelPassword – Enter the password for the Siebel user name
● SiebelUsername – Enter the Siebel user name that the workflow can use to access the Siebel Data server 6. Select Project > Settings and specify your data source: a. Click the Database tab of the Project Settings dialog box. b. Enter the name of your Interaction Center Data Source in the IC Data Source field. For example, enter interaction_center. All sample workflows provided with Avaya IC use the Interaction Center data source. If you created custom flows that point to a different data source, enter that data source here. c. Enter a valid Avaya IC Administrator account in the Login ID field. d. Enter the password for the account in the Password field. e. Click OK. 7. Select File > Save. 8. Select Build > Verify Active Flow. Review the results of the build in the Output bar. Double-click an error to open the workflow and highlight the block or connector with the error. Repeat this step until you have corrected all errors in the workflow. 9. After you correct all errors, select Build > Build Flow Set.
Configuring the Siebel Incoming Call Workflow
For Telephony, you need to build and load the IncomingCall workflow in the TS project. You must customize this workflow to include information about your telephony switch. You can also configure the DNIS & ANI Hint block to use a different EDU field as routing hints. You can use the sample Siebel Incoming Call workflow to configure and test your Siebel integration. When you move into production, you must modify the properties of the sample workflows to meet your system needs and configuration. For more information, see IC Installation and Configuration Guide and Avaya Workflow Designer Guide.
38 Avaya IC and Siebel 2000 Integration Guide You must set the following properties on the Basic tab of the Transfer Call block to use the sample workflow:
● Destination – Route point (VDN) of your telephony switch
● PBX type – Type of telephony switch used in your contact center If your workflow includes more than one Transfer Call block, you must set these properties for each Transfer Call block. To configure the Siebel Incoming Call workflow: 1. In Workflow Designer, open the Siebel TS project in the following location:
Property Description
destination Enter the route point (VDN) of your telephony switch. pbxType Select the type of telephony switch from the drop-down list.
Repeat Steps 3 through 5 for the second Transfer Call block in the workflow. 6. Select Project > Settings and specify your data source: a. Click the Database tab of the Project Settings dialog box. b. Enter the name of your Interaction Center Data Source in the IC Data Source field. For example, enter interaction_center. All sample workflows provided with Avaya IC use the Interaction Center data source. If you created custom flows that point to a different data source, enter that data source here. c. Enter a valid Avaya IC Administrator account in the Login ID field. d. Enter the password for the account in the Password field. e. Click OK. 7. Select File > Save. 8. Select Build > Verify Active Flow. Review the results of the build in the Output bar. Double-click an error to open the workflow and highlight the block or connector with the error. Repeat this step until you have corrected all errors in the workflow. 9. After you correct all errors, select Build > Build Flow Set.
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Configuring the Qualify Chat Workflow
You need to compile and load the Qualify Chat workflow if your Siebel integration includes Web Management or Email Management. You can use the sample Siebel Qualify Chat workflow to configure and test your Siebel integration. When you move into production, you can modify the properties of the sample workflows to meet your system needs and configuration. For more information, see IC Installation and Configuration Guide and Avaya Workflow Designer Guide. Note:
Note: If you add a queue to route chat contacts, you need to re-run the update_qw_cache and update_agent_primaryworkgroup workflows in the Web_Routing project. If you do not want to stop and start the Workflow server that processes chat contacts, click Run Flows on the General tab of the Workflow server. You may need to enter web_routing.update_agent_primaryworkgroup, if the list does not include this workflow. To configure the Qualify Chat workflow: 1. In Workflow Designer, open the Siebel Wacd project in the following location:
● Hints (Global) block
● Queue Qualifier Device block
● Set Route Step block For the workflow to function correctly, you must add the routing hints to the RoutingHint and OutboundRoutingHint tables in the Directory server, and associate the routing hints with a Web Self-Service document. For more information, see IC Installation and Configuration Guide. 4. Select Project > Settings and specify your data source: a. Click the Database tab of the Project Settings dialog box. b. Enter the name of your Interaction Center data source in the IC Data Source field. For example, enter interaction_center. All sample workflows provided with Avaya IC use the Interaction Center data source. If you created custom flows that point to a different data source, enter that data source here. c. Enter a valid Avaya IC Administrator account in the Login ID field.
40 Avaya IC and Siebel 2000 Integration Guide d. Enter the password for the account in the Password field. e. Click OK. 5. Select File > Save. 6. Select Build > Verify Active Flow. Review the results of the build in the Output bar. Double-click an error to open the workflow and highlight the block or connector with the error. Repeat this step until you have corrected all errors in the workflow. 7. After you correct all errors, select Build > Build Flow Set.
Configuring the Qualify Email Workflow
You need to compile and load the Qualify Email workflow if your Siebel integration includes Email Management. You can use the sample Siebel Qualify Email workflow to configure and test your Siebel integration. When you move into production, you can modify the properties of the sample workflows to meet your system needs and configuration. For example, to route an outbound email to an approval queue or to a specific approving agent, you must specify the ID of the approval queue or the approving agent in the Approval Queue/Agent block of the Qualify Email flow. For more information, see Avaya Workflow Designer Guide. If you change the property values in the Approval Queue/Agent block, you must build and load the Qualify Email flow. For more information about setting up an approval process, see IC Installation and Configuration Guide. Note:
Note: By default, the Approval Queue/Agent block of the Qualify Email flow assumes that you will create a queue named approverqueue@DefaultTenant in the Default workgroup, and that this workgroup will include agents who are configured to approve email contacts. You can change the value of ApprovalQueueID in this block to DefaultEmailQueue@DefaultTenant. However, if you do so, the outbound email may be routed back to the agent who sent the email contact to be approved. To configure the Qualify Email workflow: 1. In Workflow Designer, open the Siebel Wacd project in the following location:
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3. Set the routing hints in the Map Hints to Queue block in the Qualify Email workflow For the workflow to function correctly, you must also:
● Set the routing hints in the Set Routing Hint block in the Email Analysis workflows
● Add the routing hints to the RoutingHint and OutboundRoutingHint tables in the Directory server For more information, see IC Installation and Configuration Guide. 4. Select Project > Settings and specify your data source: a. Click the Database tab of the Project Settings dialog box. b. Enter the name of your Interaction Center data source in the IC Data Source field. For example, enter interaction_center. All sample workflows provided with Avaya IC use the Interaction Center data source. If you created custom flows that point to a different data source, enter that data source here. c. Enter a valid Avaya IC Administrator account in the Login ID field. d. Enter the password for the account in the Password field. e. Click OK. 5. Select File > Save. 6. Select Build > Verify Active Flow. Review the results of the build in the Output bar. Double-click an error to open the workflow and highlight the block or connector with the error. Repeat this step until you have corrected all errors in the workflow. 7. After you correct all errors, select Build > Build Flow Set.
Building the Customer Management Workflows
The Customer Management workflows do not require customization.
! CAUTION:
CAUTION: Do not configure or make any changes to the Customer Management workflows before you build them. To build the Customer Management workflows: 1. In Workflow Designer, open the Siebel WebCenter project in the following location:
42 Avaya IC and Siebel 2000 Integration Guide 3. In the Project Settings dialog box: a. Click the Directories tab. b. Add the following directory to the directory list:
Loading Workflows in the Workflow Server
When you build a flowset, Workflow Designer does not automatically load and run the workflows in the Workflow server. You can reload workflows without restarting the Workflow server. You must perform these steps on the following Workflow servers:
● Workflow server that runs the Siebel Initialization flow and accesses the Siebel Data server
● Workflow server that routes voice contacts
● Workflow server that routes chat contacts
● Workflow server that routes email contacts To reload workflows in the Workflow server: 1. In IC Manager, click the Servers tab and double-click the Workflow server. 2. In the Workflow server settings dialog box, click the Workflow tab.
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3. Click Reload Flows. 4. In the Reload Flows dialog box: a. Click Force Immediate Reload. b. Click OK to reload all currently loaded workflows even if the version numbers are the same. 5. Click OK.
44 Avaya IC and Siebel 2000 Integration Guide Chapter 5: Configuring the Avaya IC Servers
To configure the Avaya IC servers for the Siebel integration, you must perform the following steps: 1. Configuring the Avaya IC ORB Service on page 45. 2. Setting Siebel 2000 as the Integrated Application on page 46. 3. Configuring EDU Servers for Siebel Integration on page 47. 4. Configuring Workflow Servers for Siebel 2000 on page 48. 5. Configuring Customer Management for Siebel 2000 on page 50. 6. Updating the Siebel Configuration File on page 51.
Configuring the Avaya IC ORB Service
The Siebel Data server requires a valid user account that has permissions to run Services on the local machine. The Avaya Workflow server must run under this user account, because the Workflow server accesses the Siebel Data server in workflows. The Avaya IC Orb service starts the Workflow server. Therefore, the ORB service must also run under the user account. By default, the ORB service runs under the system account.
! CAUTION:
CAUTION: You must repeat these steps if you install or re-install Avaya IC servers. During the installation, the ORB service will revert back to run under the system account. To configure the ORB service on a machine that hosts an Avaya IC Workflow server: 1. Select Start > Programs > Administrative Tools > Services. 2. In the Services window, double-click Avaya IC ORB Service 6.0.
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3. In the Avaya IC ORB Service 6.0 Properties dialog box, click the Log On tab, shown in the following figure:
4. Under Log on as, click This account and complete the following fields:
● This account – Enter the user name for the user account
● Password – Enter the password for the user account
● Confirm Password – Re-enter the password for the user account. You must enter a valid user account that has permissions to run Services on the local machine: 5. Click OK. 6. Restart the machine. Repeat these steps on every machine that hosts a Workflow server.
Setting Siebel 2000 as the Integrated Application
To set Siebel 2000 as the integrated application: 1. In IC Manager, select Tools > Groups to open the Group Manager. 2. Click the IC node in the left pane.
46 Avaya IC and Siebel 2000 Integration Guide 3. Click the Properties tab in the right pane. 4. Click Agent\Desktop in the Sections list in the right pane. 5. Double-click the IntegratedApplication property to open the Edit Property dialog box, shown in the following figure.
6. In the Edit Property dialog box: a. Select Siebel2000 from the Property Values drop-down list. b. Click OK. 7. Click Apply. Click OK.
Configuring EDU Servers for Siebel Integration
The Avaya EDU server maintain all active EDUs. Avaya preconfigures the EDU servers with the key that the DUStore servers use to look up EDUs. You need to add a Siebel key to look up EDUs. Repeat these steps for every EDU server where you have enabled Persistence in your Avaya IC system. For more information about Persistence, see IC Administration Volume 1: Servers & Domains.
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To configure the EDU Server for Siebel integration: 1. In IC Manager, double-click the EDU server in the list of servers. 2. Click the Persistence tab, shown in the following figure.
3. If the Enable Persistence field is:
● Not checked – Click Cancel and continue with the next EDU server.
● Checked – Continue with Step 4. 4. Change the value in the Lookup Field 1 (indexed) field to Siebel.contact_key. 5. Click Apply. Click OK.
Configuring Workflow Servers for Siebel 2000
Workflow servers that run Siebel 2000 workflows must run a different Initialization workflow than other Workflow servers. The Workflow servers use the workflow.siebelinitialize workflow to access the Siebel system. You must repeat these steps for every Workflow server in your Avaya IC system that runs Siebel 2000 workflows.
48 Avaya IC and Siebel 2000 Integration Guide To configure Workflow servers for Siebel 2000: 1. In IC Manager, double-click the Workflow server that you want to configure in the list of servers. 2. In the Server Editor, click the Workflow tab, shown in the following figure:
3. Click the Ellipsis (...)button next to Synchronous Startup Flows. 4. In the Synchronous Startup Flows dialog box, shown in the following figure: a. Click Add. b. Click in the empty row and enter workflow.siebelinitialize. c. Click OK. Do not delete any entries in the table. You can have multiple synchronous startup workflows.
5. Click OK in the Server Editor. 6. Stop and restart the Workflow server.
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Configuring Customer Management for Siebel 2000
To ensure that the proper workflows are used for customer management, you must set the properties for the Siebel tenant. To configure customer management for Siebel 2000: 1. In IC Manager, select Services > MultiTenancy Administration. 2. Click Tenant Administration. 3. Click Customize Tenant. 4. On the Properties page, click the Flows folder. 5. Set the Current Values for the workflows where the name includes “customer” by substituting “contact” for “customer”, as shown in the following figure.
6. Click Update Data.
50 Avaya IC and Siebel 2000 Integration Guide Updating the Siebel Configuration File
You must update the data source in the Siebel configuration file. You update this file on the machine that hosts the Workflow server which accesses the Siebel Data server. The Siebel Data server uses this data source to log into the Siebel database. To update the Siebel configuration file: 1. Open the Siebel configuration file in a text editor. For example, you can find the configuration file in c:\sea\client\bin\uagent.cfg. 2. Locate the “DataSource” setting within the [Siebel] section. 3. Set appropriately (for example, "Server"). 4. Save and close.
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52 Avaya IC and Siebel 2000 Integration Guide Chapter 6: Installing Siebel Report Wizard
You use the agent site preparation wizard to create installation files for the following:
● Avaya Agent to install on agent desktop machines
● Siebel Report Wizard to install on an administrative desktop Note:
Note: Use these instructions with the instructions for installing agent applications in the IC Installation and Configuration Guide. To create the installation file for Siebel Report Wizard: 1. Log in to the machine as an Administrator or user with administrator privileges and insert the Avaya Interaction Center 6.0.2 CD 1. 2. Click Agent Site Preparation Wizard. 3. In the Welcome window, click Next. 4. In the IC Agent Installation Area window, accept the default directory or enter the path to the directory where you want to install the agent installation files. Click Next. The default directory is: C:\Program Files\Avaya\IC60\AgentInstaller. If you do not want to use the default directory and do not know the path to the correct directory, click Browse and navigate to the desired location. If the directory is on a network drive, you must map that directory on the current machine. 5. In the IC Agent Installation Folder window, accept the default, or enter the directory where the agent installer installs the application files on each agent desktop. Click Next. The default directory and path is: C:\Program Files\Avaya\IC60\. If you do not want to use this directory and do not know the path, click Browse and navigate to the desired location. 6. In the Installation Folder Override window, shown in the following figure: a. Click one of the following:
● Yes, allow agents to choose an alternate folder – To allow agents in this configuration to choose an alternate folder in which to install the agent application files
● No, always use the pre-defined folder – To ensure that you know where agents in this configuration install their agent application files
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b. Click Next. If you allow agents to change the installation folder, and your Avaya IC system includes Web Management or Email Management, you must set the HomeDir property in the Agent/Desktop/WAC to the correct installation path for each agent.
7. Select interaction_center in the Default Business Applications window, shown in the following figure. Click Next.
54 Avaya IC and Siebel 2000 Integration Guide 8. In the Custom Business Applications dialog box, shown in the following figure, click Yes to add a custom Business Application
9. In the Custom Business Applications screen, shown in the following figure, if you chose to include a custom Business Application in your agent installation: a. Complete the following fields:
● DB Name – reportwizard_siebel
● Shortcut – Siebel Report Wizard b. Click Next. The Site Preparation wizard allows you to select another custom Business Application. If you need to include a second custom Business Application, repeat steps 7 and 8.
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10. Select the type of phone switch to use with Avaya Agent in the Phone Switch window, shown in the following figure. If this configuration does not include Telephony, select None.
11. In the Avaya Agent Automatic Update window, shown in the following figure: a. Click one of the following:
● Yes, allow Avaya Agent to perform updates automatically – To have Avaya Agent automatically check for and apply updates each time an agent logs in
● No, updates will be done manually b. Click Next.
56 Avaya IC and Siebel 2000 Integration Guide 12. In the Query Reboot window: a. Click one of the following:
● Yes, offer the agent the choice to reboot now or later – To allow an agent to choose to continue with the previous configuration and install the update at a later time
● No, reboot after informing the agent that a reboot will occur – To force a reboot and install the update immediately b. Click Next. 13. Click Finish in the Site Prep Wizard Complete window to complete the installation. Continue with the instructions for installing agent applications in the IC Installation and Configuration Guide.
Issue 1.0 January 2003 57
58 Avaya IC and Siebel 2000 Integration Guide Index configuring A CallCenterQ database...... 25 customer management ...... 50 activity ...... 9 database connection ...... 25 ActivityKey ...... 15 databases ...... 23 adding EDU servers ...... 47 synchronous startup flows ...... 49 incoming call workflow ...... 38 Approval Queue/Agent block ...... 41 ORB service ...... 45 approverqueue@DefaultTenant ...... 41 Avaya Agent ...... 13, 14 qualify chat workflow ...... 40 qualify email workflow ...... 41 repository database ...... 28 B servers ...... 45 blocks Siebel initialization workflow ...... 37 Approval Queue/Agent ...... 41 Workflow servers ...... 48 Create Anonymous Contact...... 35 workflows ...... 31 Create Record ...... 34 contact ...... 9 ErrCode property...... 36 contact table ...... 17 Execute Query ...... 34 ContactIdField ...... 14 ContactKey ...... 15 Get Contact Using Chat EDU ...... 35 Create Anonymous Contact block Get Record Values ...... 35 AnonymousFirstName...... 35 Hints (Global) ...... 40 AnonymousLastName...... 35 Initialize Siebel Data Server...... 34 ContactRowId ...... 35 Initialize Siebel Parameters ...... 33 Field_xx ...... 35 On Exit ...... 34 Value_xx ...... 35 Queue Qualifier Device ...... 40 Create Record block Set Route Step...... 40 BusComp ...... 34 Set Routing Hint ...... 42 BusObject ...... 34 Set Siebel EDU Fields ...... 36 Field_xx ...... 34 Transfer Call ...... 39 RowId ...... 34 building customer management workflows . . . . . 42 Value_xx ...... 34 BusComp ...... 14 creating BusObject...... 14 Report Wizard installation file ...... 53 customer ...... 9 C customer management configuring ...... 50 CallCenterQ database customer management workflows ...... 42 CDL file ...... 23 customizing Siebel database connection...... 25 Avaya Agent ...... 14, 23 ccq.adl ...... 23 CDL file modifying ...... 23 D settings ...... 14 data relationship ...... 16 CDL settings ...... 14 data sources client interaction center ...... 25, 40, 42, 43 integration ...... 13 repository ...... 29 Siebel Dedicated ...... 13 databases completing prerequisites ...... 21 CallCenterQ ...... 23, 25 ConfigFile ...... 14 configuring ...... 23 ConfigFilePath ...... 15
Issue 1.0 January 2003 59 configuring repository ...... 28 BusComp ...... 35 connection for Siebel ...... 25 BusObject...... 35 contact table ...... 17 Field_xx...... 35 repository ...... 16 RowId ...... 35 siebeldb ...... 16 Value_xx ...... 35 DataSource ...... 14 DBMSTIME ...... 26 Directory server H OutboundRoutingHint table ...... 40, 42 Hints (Global) block ...... 40 refreshing ...... 30 HOSTTIME...... 26 RoutingHint table ...... 40, 42 displaying Siebel data ...... 19 I IC Scripts E preloading ...... 24 EDU fields ...... 15 QConsole_CompleteContact ...... 16 EDU servers ...... 47 SiebelApp_CheckActivityContactLink ...... 16 educational services ...... 8 SiebelApp_Exit ...... 15 email analysis workflow...... 42 SiebelApp_GetApplication ...... 16 ErrCode ...... 36 SiebelApp_Login ...... 15 Execute Query block SiebelApp_ManualLogin ...... 15 BusComp ...... 34 SiebelApp_PerformScreenPop ...... 16 BusObject ...... 34 SiebelApp_PerformScreenPopFromEDU . . . . . 16 Field_xx ...... 34 SiebelApp_ShowActivity ...... 16 RecordCount ...... 34 incoming call workflow ...... 33, 38 RowId ...... 34 initialization workflow ...... 49 Value_xx ...... 34 Initialize Siebel Data Server block ...... 34 ViewMode ...... 34 Initialize Siebel Parameters block ExeFile ...... 15 SiebelConfigFile ...... 33 ExeFilePath ...... 15 SiebelPassword ...... 33 ExeRegKey ...... 14 SiebelUsername...... 33 ExeRegValue ...... 14 integration ExeSubDir ...... 15 client ...... 13 servers ...... 13 F interaction center data source ...... 25, 40, 42, 43 figure contact history link ...... 17 L data relationship ...... 16 loading workflows ...... 43 repository tables ...... 19 LOCALTIME ...... 26 Siebel initialization workflow ...... 37 Login tab ...... 23 Siebel integration ...... 10 Web Agent user record link ...... 18 FullNameField ...... 14 M modifying G CDL file ...... 23 incoming call workflow ...... 39 generating Siebel Report Wizard ...... 29 qualify email workflow ...... 41 Get Contact Using Chat EDU block Siebel initialization workflow ...... 37 ContactRowId ...... 35 VduData ...... 35 Get Record Values block
60 Avaya IC and Siebel 2000 Integration Guide ScreenPopBusComp ...... 15 ScreenPopBusObject...... 15 O ScreenPopField ...... 15 On Exit block ...... 34 ScreenPopValue ...... 15 ORB service ...... 45 ScreenPopView ...... 15 OutboundRoutingHint table...... 40, 42 servers overview ...... 10 configuring ...... 45 Directory ...... 30 EDU ...... 47 P integration ...... 13 persistence ...... 47 ORB ...... 45 preloading IC Scripts...... 24 Siebel COM Automation ...... 9 prerequisites completing ...... 21 Siebel COM Data ...... 9 projects Workflow ...... 9, 48 TS ...... 32 Set Route Step block ...... 40 wacd ...... 32 Set Routing Hint block ...... 42 Web_Routing ...... 40 Set Siebel EDU Fields block WebCenter ...... 32 ActivityKey ...... 36 Workflow ...... 32 AvayaContactLabel ...... 36 ContactEmail ...... 36 Q ContactKey...... 36 ContactName...... 36 QConsole_CompleteContact ...... 16 ScreenPopBusComp ...... 36 qualify chat workflow...... 32, 40 ScreenPopBusObject ...... 36 qualify email workflow ...... 33, 41 ScreenPopField_x ...... 36 Queue Qualifier Device block...... 40 ScreenPopValue_x ...... 36 queues approverqueue@DefaultTenant ...... 41 ScreenPopView...... 36 settings, CDL ...... 14 Siebel R configuration file ...... 51 Siebel 7 ...... 10 refreshing Directory server ...... 30 Siebel COM Automation server ...... 9, 13 Report Wizard...... 19, 29 Siebel COM Data server ...... 9, 13 installing ...... 53 Siebel Dedicated Client ...... 13 repository Siebel eBusiness Application ...... 13 application ...... 29 Siebel initialization workflow ...... 33, 37 contact table ...... 17 Siebel.contact_key ...... 48 data source ...... 29 SiebelActivity database ...... 16 BusComp ...... 14 database connection ...... 25 BusObject ...... 14 sbl_activity table ...... 19 ContactIdField ...... 14 sbl_contact table ...... 19 RowIdField ...... 14 Siebel database connection...... 28 View ...... 14 wc_auth table ...... 18 SiebelApp repository.adl ...... 23 ConfigFile ...... 14 routing hints ...... 40, 42 ConfigFilePath ...... 15 RoutingHint table ...... 40, 42 DataSource...... 14 RowIdField ...... 14 ExeFile...... 15 ExeFilePath ...... 15 S ExeRegKey...... 14 ExeRegValue...... 14 sbl_activity_key ...... 17 ExeSubDir ...... 15 sbl_contact_key ...... 17
Issue 1.0 January 2003 61 WindowName ...... 15 repository application ...... 29 SiebelApp_CheckActivityContactLink ...... 16 Siebel configuration file ...... 51 SiebelApp_Exit...... 15 SiebelApp_GetApplication ...... 16 SiebelApp_Login ...... 15 V SiebelApp_Logout ...... 15 View ...... 14 SiebelApp_ManualLogin ...... 15 SiebelApp_PerformScreenPop ...... 16 SiebelApp_PerformScreenPopFromEDU ...... 16 W SiebelApp_ShowActivity ...... 16 SiebelContact wacd.qualifychat ...... 32 BusComp ...... 14 wacd.qualifyemail ...... 33 wc_auth table...... 35 BusObject ...... 14 Web Self-Service document ...... 40 FullNameField ...... 14 Web_Routing project ...... 40 RowIdField ...... 14 WindowName ...... 15 siebeldb ...... 16 Workflow server s_contact table ...... 18 about ...... 9 s_evt_act...... 17 configuring workflows ...... 31 siebelDBConnection ...... 25 loading workflows ...... 43 SiebelEDUFields server integration ...... 13 ActivityKey ...... 15 Workflow servers ContactKey...... 15 configuring ...... 48 ScreenPopBusComp ...... 15 workflow.siebelinitialize ...... 33, 48 ScreenPopBusObject ...... 15 workflows ScreenPopField...... 15 blocks ...... 33 ScreenPopValue ...... 15 configuring ...... 31 ScreenPopView...... 15 customer management ...... 42 email analysis ...... 42 T incoming call ...... 33, 38 initialization ...... 49 tables loading ...... 43 contact ...... 17 projects ...... 32 OutboundRoutingHint ...... 40, 42 qualify chat ...... 32, 40 RoutingHint...... 40, 42 qualify email...... 33, 41 s_contact...... 18 routing hints ...... 40, 42 s_evt_act...... 17 Siebel initialization ...... 33, 37 sbl_activity ...... 19 synchronous startup ...... 49 sbl_contact ...... 19 update_agent_primaryworkgroup ...... 40 wc_auth ...... 18, 35 update_qw_cache ...... 40 Transfer Call block Destination ...... 39 PBX type ...... 39 ts.incomingcall ...... 33
U uagent.cfg ...... 51 update_agent_primaryworkgroup workflow...... 40 update_qw_cache workflow...... 40 updating CallCenterQ database...... 25 Directory server...... 30
62 Avaya IC and Siebel 2000 Integration Guide