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Siebel CTI Administration Guide Siebel Innovation Pack 2013 Version 8.1/8.2 September 2013

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Siebel CTI Administration Guide Siebel Innovation Pack 2013 Version 8.1/8.2 September 2013 Copyright © 2005, 2013 Oracle and/or its affiliates. All rights reserved. This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error- free. If you find any errors, please report them to us in writing. If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, delivered to U.S. Government end users are “commercial computer software” pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable to the programs. No other rights are granted to the U.S. Government. This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. This software or hardware and documentation may provide access to or information on content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services. Documentation Accessibility For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc. Access to Oracle Support Oracle customers have access to electronic support through My Oracle Support. For information, visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing impaired. Contents Siebel CTI Administration Guide 1 Chapter 1: What’s New in This Release Chapter 2: Overview of Siebel CTI and Related Products About Siebel CTI and Siebel Communications Server 15 Siebel Product Modules That Use Siebel Communications Server 16 About Siebel CTI 16 About Siebel Chat 17 About Siebel Email Response and Outbound Communications 17 About Siebel Workflow 17 About Siebel Communications Server Architecture 18 About Communications Configuration Data 19 Types of Communications Configuration Data 19 Communications Configuration Requirements for Siebel Modules 22 Process of Configuring Siebel CTI 24 Determining Your Communications Deployment Needs 24 Setting Up Your External Communications System 25 Setting Up Your Siebel Server Software for Siebel CTI 26 Defining Siebel Communications Server Configuration Data 27 Putting Siebel CTI into Production 29 Chapter 3: Configuring Communications Drivers and Profiles About Communications Drivers and Profiles 31 Communications Drivers Provided with Siebel Business Applications 32 Communications Drivers and Third-Party Systems 32 Communications Driver Settings 34 Communications Driver Files and Database Records 34 Communications Drivers and Channels 36 Inbound and Outbound Drivers 36 Interactive Drivers 37 Icon Files for Interactive Communications Drivers 37 About Profiles for Communications Drivers 38 Contexts of Use for Communications Profiles 38 Siebel CTI Administration Guide Version 8.1/8.2 3 Contents ■ Configuring Communications Drivers and Profiles 39 Specifying Driver Parameter Values 39 Field Types for Driver Parameters 40 Setting Driver Parameter Default Values 40 Defining Communications Profiles 41 Specifying Parameter Override Values for Profiles 41 Adding a Custom Communications Driver 42 Chapter 4: Configuring Siebel CTI About Configuring Siebel CTI 43 Creating or Modifying a Communications Configuration 44 Copying or Deleting a Communications Configuration 45 Viewing All Communications Configuration Data 46 Specifying Parameters for a Communications Configuration 46 Parameters for Communications Configurations 47 Specifying Agents 55 Relationship of Agents and Telesets for Siebel CTI 55 Agents and Automated Call Distributor Queue Settings 55 Specifying Agents for Communications Configurations 56 Configuring Agents 57 Specifying Telesets 58 Teleset Naming and Hoteling Considerations 59 Specifying Telesets, Agents, and Extensions 59 Specifying Agents for Telesets 60 Specifying Extensions for Telesets 60 Viewing Extension Data 61 Defining Communications Events 62 Creating Event Logs 62 Specifying Event Log Parameters 63 Creating Event Responses 63 Specifying Event Response Parameters 64 Associating Event Logs with an Event Response 64 Creating Event Handlers 65 Specifying Event Handler Parameters 66 Specifying Parameters for the Event Response Associated with an Event Handler 67 Defining Communications Commands 67 Creating Command Data Definitions 68 Specifying Command Data Parameters 69 Creating Commands 69 Specifying Subcommands for a Group Command 70 4 Siebel CTI Administration Guide Version 8.1/8.2 Contents ■ Specifying Command Parameters 71 Specifying Parameters for the Command Data Definition Associated with a Command 71 Exporting and Importing Communications Configuration Data 72 Exporting Communications Configuration Data 73 Importing Communications Configuration Data 74 Communications DEF Files 76 Example Section from a DEF File 76 Chapter 5: Configuring Events and Commands About Events and Commands 79 Communications Definition Data in the Database 80 Communications Data Sets 80 Event and Command Definitions 81 Event and Command Parameters 82 Wildcard Characters in Event and Command Parameters 83 Special Events for Device Events 83 Special Event Attributes 84 List of Special Events 85 Special Commands for Device Commands 87 List of Special Commands 87 Special Command Parameters 92 Examples of Special Commands 92 Event Handlers 93 Event Handler Parameters 95 Handling an Inbound Call Received by an Agent 99 Event Responses 100 Event Response Parameters 102 Event Response Example 113 Event Logs 113 Event Log Parameters 114 Commands 116 Hierarchical Commands (Commands and Subcommands) 117 Command Parameters 119 Command Data 128 Chapter 6: Configuring User Interface Elements About Communications Toolbar Configuration 135 Communications Toolbar Items, Commands, and Methods 136 Communications Toolbar Commands and Bitmaps 137 Siebel CTI Administration Guide Version 8.1/8.2 5 Contents ■ Modifying the Communications Toolbar 139 Modifying the Function of an Existing Toolbar Button 140 Modifying the Appearance of an Existing Toolbar Button 141 Moving, Adding, or Removing a Toolbar Button 142 Communications Toolbar Buttons and Commands 142 How Communications Toolbar Buttons Work 143 Command Parameters Affecting Communications Toolbar Buttons 143 Communications Group Commands in the Communications Toolbar 144 ToolTip Text for the Communications Toolbar 144 Configuring Communications Menu Commands 145 Communications Submenu and Applet-Level Menu 145 Command Parameters Affecting Communications Menu Items 145 Communications Group Commands in Menus 146 Communications Menu Items and Device Commands 147 Configuring Communications List of Values Types 147 List of Values Type for Channel Type 148 List of Values Type for ACD Queues 148 List of Values Type for Reason Code 149 List of Values Types for Event Parameters 149 List of Values Types for Command Parameters 150 Chapter 7: Configuring Advanced Communications Features Using Macro Expansion for Character Fields 151 Macro-Expansion Syntax Elements 152 Macros for Parameter Values 152 Macro Expansion with Phone Numbers 158 Work Item Attributes 160 Macro-Expansion Examples 164 Working with Dialing
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