Cti PDF

SIEBEL
eBUSINESS APPLICATIONS
SIEBEL CTI GUIDE
SIEBEL 2000
VERSION 6.2
SEPTEMBER 2000
10PA1-CT00-06200
Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404
Copyright 2000 Siebel Systems, Inc.
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Version 6.2 Siebel CTI Guide i i i
Contents
Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
Whats New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-7
Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-8
Chapter 1. Overview
Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Features of Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Siebel CTI Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Setting Up Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Integrating Call-Center Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Integrating with Non-Siebel Call-Center Features . . . . . . . . . . . . . . . . . . . 1-7
Working with Siebel Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
Siebel CTI Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11
CTI Command and Event Flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-13
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-14
Siebel CTI Guide
Contents
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Chapter 2. Configuring Siebel CTI
Chapter Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Related Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Siebel CTI and Siebel Client Software . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Siebel Thin Client Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Using CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
Working with Siebel-Validated CTI Middleware/Switches. . . . . . . . . . . . . . 2-7
Working with Other CTI Middleware/Switches . . . . . . . . . . . . . . . . . . . . . 2-8
Setting Up a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Setting Up a New CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-10
Upgrading Siebel CTI from a Previous Version . . . . . . . . . . . . . . . . . . . . 2-13
Enabling CTI for Siebel Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17
Enabling Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18
Enabling Siebel CTI Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Editing the Siebel .cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-20
Specifying CTI Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . 2-23
Siebel CTI Configuration Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24
Editing or Creating a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 2-26
Copying or Deleting a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . 2-29
Specifying Configuration Parameters and Telesets . . . . . . . . . . . . . . . . . . .2-31
Specifying Agents and Extensions for Telesets . . . . . . . . . . . . . . . . . . . . 2-34
Viewing Agent Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-40
Viewing Extension Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42
Specifying Commands and Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-44
Specifying Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-46
Specifying Event Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-48
Viewing All CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-50
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Importing and Exporting CTI Configuration Data . . . . . . . . . . . . . . . . . 2-52
Import and Export Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-52
Importing CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-53
Exporting CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-55
CTI .ini and .def Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-57
Working with Call-Center Status Data . . . . . . . . . . . . . . . . . . . . . . . . . 2-61
Viewing Teleset Status Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62
Modifying How Teleset Status Data Is Displayed . . . . . . . . . . . . . . . . . . . 2-63
Distributing Teleset or Other Status Data to Agents . . . . . . . . . . . . . . . . . .2-63
End-User Client CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-64
Editing the .cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-64
Specifying CTI Settings in the Options Dialog Box . . . . . . . . . . . . . . . . . . 2-65
Customizing the CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-70
End-User Client CTI Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-71
Starting the Siebel Client with CTI or CTI Simulation . . . . . . . . . . . . . . . .2-71
Logging into Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-72
Using the CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-74
Using the CTI Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-77
Context Sensitivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-78
Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-78
Chapter 3. Working with CTI Commands and Events
CTI Definition Data in the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Testing Genesys Configurations with the CTI Simulator . . . . . . . . . . . . . . . 3-5
Command and Event Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Using Character-Field Macros . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Macro-Expansion Syntax Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Macro Expansion with Phone Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
Macros for Command/Event Parameters . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
Macro-Expansion Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-15
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vi Siebel CTI Guide Version 6.2
Types of Command and Event Definitions . . . . . . . . . . . . . . . . . . . . . 3-17
CTI Command Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17
CTI Event Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18
Command Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19
Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-20
Example for Genesys and CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . 3-24
Primary Phone Field Property in Business Components . . . . . . . . . . . . . 3-25
Special Commands Not Specific to Middleware . . . . . . . . . . . . . . . . . . . . 3-26
CmdData Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29
CmdData Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29
Example for Genesys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-31
EventHandler Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33
EventHandler Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-34
Handling the Phone-Ringing Event . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-35
EventResponse Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-37
EventResponse Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-39
Example for Genesys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-46
EventLog Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-47
EventLog Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-47
Example for Genesys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-48
Example for Genesys and CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . 3-49
Chapter 4. Advanced Siebel CTI Configuration
Supporting Hoteling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Hoteling Requirements and Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Supporting Multi-Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6
Organization Visibility and Positions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6
Setting the Multi-Tenancy Configuration Parameter . . . . . . . . . . . . . . . . . . 4-9
Supporting Web Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10
Version 6.2 Siebel CTI Guide vi i
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Integrating Siebel CTI with Siebel Business Services . . . . . . . . . . . . . . 4-11
Invoking a Business Service Method from a Siebel CTI Event. . . . . . . . . . 4-12
Invoking a Business Service Method from a Siebel CTI Command . . . . . . .4-13
Invoking a Siebel CTI Command from Outside Siebel CTI . . . . . . . . . . . . 4-15
Integrating Siebel CTI with Siebel SmartScript . . . . . . . . . . . . . . . . . . . 4-16
Invoking Siebel SmartScript Through Siebel CTI . . . . . . . . . . . . . . . . . . . .4-16
Displaying CTI Parameter Data in SmartScript. . . . . . . . . . . . . . . . . . . . . 4-18
Configuring the CTI Toolbar, CTI Menu, and Shortcut Menu . . . . . . . . . 4-18
Configuring the CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-18
Configuring the CTI Menu and the Shortcut Menu . . . . . . . . . . . . . . . . . .4-24
Supporting Multiple Instances of the Siebel Client . . . . . . . . . . . . . . . . 4-27
Scenarios for Running Multiple Siebel Instances . . . . . . . . . . . . . . . . . . . .4-28
Using Multiple Databases to Support Different Languages . . . . . . . . . . . . .4-29
Configuring a Genesys Client to Control Multiple Extensions . . . . . . . . . .4-30
Configuring Remote Transfers and Conferences . . . . . . . . . . . . . . . . . . 4-31
Creating Siebel CTI Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-31
Editing the TServer.cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-32
Specifying Dialing Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-33
Adding a Command Parameter to Identify a Remote Call Center. . . . . . . . 4-34
Chapter 5. Configuring the Siebel CTI Server
Call-Routing Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Call Routing and CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Installing the Siebel CTI Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Call Routing for a Genesys Configuration . . . . . . . . . . . . . . . . . . . . . . . 5-4
Flow of Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Customizing the Stored Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Stored Procedure Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Stored Procedure Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Running the Siebel CTI Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10
Starting and Configuring a CTI Inbound Call Router Server Task . . . . . . . 5-11
Stopping a CTI Inbound Call Router Server Task . . . . . . . . . . . . . . . . . . . 5-17
Contents
vi i i Siebel CTI Guide Version 6.2
Chapter 6. Writing a CTI Driver for Siebel Adaptive CTI
Required Skills for an Adaptive CTI Developer . . . . . . . . . . . . . . . . . . . . . 6-2
Adaptive CTI Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
CTI Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
Commands and Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
COM Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Asynchronous Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Adaptive CTI Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
Adaptive CTI Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Example for ISTDriver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Example for ISTService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-10
Example Utility for VARIANT Lookups . . . . . . . . . . . . . . . . . . . . . . . . . . 6-12
Appendix A. Siebel CTI and Genesys
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Genesys Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3
Genesys Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-9
Genesys Command Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-15
Genesys Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-17
Genesys Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-18
Appendix B. Siebel CTI and Dialogic
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2
Siebel CTI Connect Server and Client Installation . . . . . . . . . . . . . . . . . B-3
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3
Installing Siebel CTI Connect Server Components . . . . . . . . . . . . . . . . . . . B-3
Installing Siebel CTI Connect Client Components . . . . . . . . . . . . . . . . . . . B-6
Configuring and Running Siebel CTI Connect Server . . . . . . . . . . . . . . . . . B-7
Limitations with Nortel Meridian Switch . . . . . . . . . . . . . . . . . . . . . . . . . B-8
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Dialogic Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-9
Dialogic Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-13
Dialogic Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-17
Dialogic Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-19
Dialogic Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-21
Appendix C. Siebel Adaptive CTI API Reference
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2
COM Objects for Adaptive CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2
API Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-3
Data Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3
Constants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3
Methods of ISTClient Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-8
Methods of ISTDriver Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-12
Methods of ISTService Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-13
Appendix D. Siebel CTI and Siebel Scripting Languages
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2
CTI Object Type Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4
CTIService Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4
CTIData Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-6
Script Usage Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-8
Making a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-8
Handling an Incoming Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-11
Appendix E. Using the Siebel CTI Simulator
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-2
Setting Up the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-3
Genesys Configurations in the Sample Database . . . . . . . . . . . . . . . . . . . . E-3
Running the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-4
Contents
x Siebel CTI Guide Version 6.2
Using the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-5
The CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-5
Call Simulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-6
Index
Version 6.2 Siebel CTI Guide I nt r o- 1
Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
Whats New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-7
Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-8
Introduction
Who Should Use This Guide
I nt ro- 2 Siebel CTI Guide Version 6.2
Who Should Use This Guide Intro
This guide provides information necessary to implement and configure computer
telephony integration (CTI) for your Siebel applications.
The audience for this guide consists of:
NOTE: This guide is not designed for use by call-center agents, who are responsible
for placing or answering phone calls. Information for agents about using Siebel
applications can be found in the Siebel Online Help.
Call Center
Administrators
Persons responsible for setting up and maintaining a call center;
duties include designing and managing computer telephony
integration (CTI), SmartScripts, and message broadcasts.
Siebel
Application
Administrators
Persons responsible for planning, setting up, and maintaining
Siebel applications.
Siebel System
Administrators
Persons responsible for the whole system, including installing,
maintaining, and upgrading Siebel applications.
Database
Administrators
Persons who administer the database system, including data
loading; system monitoring, backup, and recovery; space
allocation and sizing; and user account management.
Developers Persons who can implement a third-party CTI driver, using the
Adaptive CTI application programming interface. (A custom Siebel
Adaptive CTI driver is needed only for CTI middleware/switch
configurations not preconfigured by Siebel.)
Installers Persons responsible for setting up Siebel systems for initial use.
Configurators Persons who plan, implement, and configure Siebel applications,
possibly adding new functionality.
Introduction
How This Guide Is Organized
How This Guide Is Organized Intro
This guide provides information necessary to implement and configure Siebel CTI.
The information in this guide is organized as follows:
The Introduction describes this book, the Siebel CTI Guide for version 6.2, and the
new features for this release. It also lists related documentation.
Chapter 1, Overview, provides an overview of how Siebel CTI works.
Chapter 2, Configuring Siebel CTI, describes how to set up and configure CTI for
your Siebel application.
Chapter 3, Working with CTI Commands and Events, describes how to modify
your CTI configuration by working with CTI commands and events.
Chapter 4, Advanced Siebel CTI Configuration, describes several advanced or
special-purpose configuration tasks for Siebel CTI.
Chapter 5, Configuring the Siebel CTI Server, describes how to configure and run
a Siebel Server component that will help to route inbound calls to the appropriate
call-center agents. (This feature is supported for Microsoft Windows NT only.)
Chapter 6, Writing a CTI Driver for Siebel Adaptive CTI, describes how to write a
CTI driver, using Siebels Adaptive CTI application programming interface, to
extend the CTI middleware or switches that integrate with Siebel CTI.
Appendix A, Siebel CTI and Genesys, provides a detailed reference for CTI
configuration parameters, commands, and events for a Siebel CTI implementation
using Genesys T-Server middleware.
Appendix B, Siebel CTI and Dialogic, provides Dialogic installation information
and a detailed reference for CTI configuration parameters, commands, and events
for a Siebel CTI implementation using Dialogic CT-Connect middleware (Siebel
CTI Connect).
Appendix C, Siebel Adaptive CTI API Reference, provides a detailed reference for
the Adaptive CTI application programming interface.
Appendix D, Siebel CTI and Siebel Scripting Languages, provides a reference for
the CTI data structures that can be accessed using Siebel Visual Basic and Siebel
eScript.
Introduction
Whats New in This Release
Appendix E, Using the Siebel CTI Simulator, describes how to work with the
Siebel CTI Simulator to test CTI features before implementing your complete CTI
configuration (for Genesys T-Server only).
Whats New in This Release Intro
Version 6.0 of Siebel CTI has several new features, which are described below.
(Version 6.2 does not offer new Siebel CTI features.)
NOTE: Your Siebel implementation may not have all the features described in this
guide, depending on which software modules you have purchased.
Feature Description
Hoteling Telesets can be associated with computers in hoteling stations instead of
associated directly with agents. Agents can log into the Siebel application
and the ACD queue from a teleset and a computer that have been configured
to support hoteling.
Multi-tenancy Siebel CTI supports multi-tenancy, which is a call center implementation of
Siebels feature for handling organization visibility for multiple
organizations.
Siebel eCollaboration and
Web Call
Siebel CTI supports Siebel eCollaboration, which provides the ability for
agents to be contacted through the Web by customers who use Siebel .COM
applications.
Siebel business services Siebel CTI commands and events can invoke methods of Siebel business
services; CTI commands can be invoked from scripts or from business
service methods.
Enhanced CTI toolbar
configuration
Configuration of the CTI toolbar is simplified and is now done, in part,
through Siebel Tools.
Enhanced remote call center
support
A new macro, $RemoteConnectStr2, returns the name of an agents CTI
configuration from an extension number. This macro supports hoteling.
Enhanced Telephone Status
Administration view
Multiple calls for each agent can be displayed in this view.
Support for multiple DNs Multiple DNs for Nortel Meridian telesets are supported.
Dialogic upgrade Siebel CTI Connect supports new versions of Dialogic CT-Connect and Call
Information Manager.
Introduction
Additional Documentation
Additional Documentation Intro
The following documentation also provides information on the topics addressed in
this guide, or on related topics.
Siebel Release Notes Outlines the contents of the release package
and provides a high-level functional
overview. Also includes helpful hints,
known anomalies, and procedures for
reporting problems.
Siebel System Requirements and
Supported Platforms
Specifies system requirements and
operating platforms for the release.
Siebel Server Installation Guide Contains information about installing Siebel
Server software. Inbound call routing is an
option for server installation.
Siebel Upgrade Guide Describes how to upgrade Siebel
applications to the current version.
Siebel Server Administration Guide Contains information about administering
Siebel Server software.
Siebel Client Installation and
Administration Guide
Contains information about installing and
administering Siebel client software. Siebel
CTI is part of a standard client installation.
Siebel Applications Administration
Guide
Contains information about Siebel
applications, many of which employ Siebel
CTI. You should also consult books for any
vertical applications you use.
Siebel .COM Applications Guide Contains information about Siebel .COM
applications such as Siebel eService, for
which Siebel CTI supports Siebel
eCollaboration and the Web Call feature.
Siebel SmartScript Guide Describes using Siebel SmartScript, which
you can integrate with Siebel CTI.
Siebel Tools Guide Contains information about installing and
using Siebel Tools, with which you can
configure Siebel application elements. The
CTI toolbar is, in part, configured using
Siebel Tools.
Introduction
Additional Documentation
You will find information about Siebel Technical and Professional Services in the
Guide to Siebel Global Services.
For copies of these documents, please use Siebel Books Online, accessible through
the Global Services tab on the Siebel Systems Web site (http://www.siebel.com).
Through Siebel Books Online, you can order additional Siebel documentation and
copies of the Siebel Bookshelf for Siebel eBusiness Applications CD-ROM.
For the most current and accurate documentation, see the Documentation Updates
section of the Siebel SupportWeb site (http://supportweb.siebel.com). The
SupportWeb page contains changes that we have made to the documentation since
it was released.
Another source of information is Siebel Online Help, which contains information
about using end-user features such as the CTI toolbar.
Siebel Object Interfaces Reference Describes various means of interfacing with
Siebel software; describes Siebel business
services, which you can integrate with
Siebel CTI.
Siebel Object Types Reference Describes the Siebel object types, some of
which are referenced in CTI command/
event definitions.
Siebel VB Language Reference Describes Siebel VB (Visual Basic).
Siebel eScript Language Reference Describes Siebel eScript.
Siebel Glossary Defines many of the Siebel-specific and CTI-
related terms used in this guide.
Introduction
Contacting Siebel Technical Support
Contacting Siebel Technical Support Intro
Do you know how to access Siebel Technical Support? It is crucial that you
understand the requirements for getting support before you encounter technical
issues that require Siebel Technical Supports assistance. This will facilitate smooth
resolution of your issues. If you have questions, please dont hesitate to contact us.
To maximize your knowledge of Siebel products and your return on investment:
You must attend Siebel training to become a designated contact.
Your Siebel-trained designated contacts provide technical support to your users.
Siebel Technical Support provides support directly to your designated contacts only.
To provide efficient, timely support and access to an extensive knowledge base:
Siebel Technical Support is primarily Web-based, accessed through Siebel
SupportWeb (http://supportweb.siebel.com). Please submit new service requests
to us through SupportWeb, where you can also search the knowledge base for
solutions.
Designated contacts receive read/write access to Siebel SupportWeb. All other
project team members at your company receive read-only accounts so that they can
access the support knowledge base.
To register for Siebel training, please access http://www.siebel.com/education/ and
choose Implementation Team Training.
Please submit your technical issues and updates to Siebel SupportWeb
(http://supportweb.siebel.com). If you do not have a SupportWeb account, or if
you have a question, please contact us at support@siebel.com or call your local
Siebel Support Center below:
I North America: +800 214 0400 or +1 650 295 5724
I Brazil (So Paulo): +55 11 5110 0800
I UK (London): +44 (0) 800 072 6787 or +44 (0) 1784 494949
I Germany (Munich): +49 89 957 18 400
I France (Paris): +00 + 800 - 21 40 40 04
Introduction
Siebel Welcomes Your Comments
I Japan (Tokyo): 0120 606 750 (Japan domestic only),
+81 3 5469 3811 (outside of Japan)
I Singapore: +65 320 8533
Outside of local support center hours, Gold and Rollout Support Option customers
can call +1 800 214 0400 or +1 650 295 5724.
We appreciate your business and look forward to working with you.
Siebel Welcomes Your Comments Intro
To help us with future versions, we want to know about any corrections or
clarifications that you would find useful. Please include in your message:
I The title and version of this guide
I Your name, company name, job title or functional area, phone number, and
email address
Contact us through regular mail or email at:
Siebel Systems, Inc.
Technical Publications Department
2207 Bridgepointe Parkway
San Mateo, CA 94404-5009
doc@siebel.com
We appreciate your feedback.
Version 6.2 Siebel CTI Guide 1- 1
Overview
1
Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Features of Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Siebel CTI Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Setting Up Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Integrating Call-Center Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Integrating with Non-Siebel Call-Center Features . . . . . . . . . . . . . . . . 1-7
Working with Siebel Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
Siebel CTI Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11
CTI Command and Event Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-13
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-14
Overview
Siebel CTI
1- 2 Siebel CTI Guide Version 6.2
Siebel CTI 1
Siebel CTI (computer telephony integration) integrates your Siebel eBusiness
Applications software with your telephone switch and CTI middleware. With
Siebel CTI, the telephone system provides notification of telephony events to the
Siebel desktop, and your Siebel application software, in turn, controls or interacts
with the phone system.
CTI can help your call center achieve these goals:
I Handle a large number of inbound telephone calls for customer service, sales,
technical support, and telemarketing
I Support outbound calling for sales, service, and collections
I Integrate telesales and telemarketing with customer service
I Offer faster, more accurate, and more personalized service for customers, while
also increasing agent productivity and reducing costs
I Provide a common user interface for your Siebel application and your telephony
system
I Help integrate Web-based applications such as the Siebel .COM applications
with the Siebel eBusiness Applications used by your employees
Call-center agents can place, receive, conference, and transfer telephone calls, fully
integrated with the Siebel applications they use in their other call-center activities.
Your enterprise can use CTI-enabled Siebel applications to meet your business
needs and tailor call handling to best serve your employees and customers.
CTI is integral to a call centers ability to manage and monitor calls. Call-center
agents will use Siebel CTI features in their regular work, and managers and
administrators will use CTI to manage and track their call centers operations.
I For more information about using CTI as a call-center agent, see the Online Help
for your Siebel application.
I For information about configuring CTI as an administrator or working with CTI
as a call-center manager, see Chapter 2, Configuring Siebel CTI.
NOTE: Siebel CTI is licensed as a separate module in the Siebel applications. If you
have not licensed the Siebel CTI module, it will not be enabled for use.
Overview
Siebel CTI
Features of Siebel CTI 1
Siebel CTI features these major capabilities:
I Agent access to telephony capabilities
The Siebel client for each call-center agent displays a CTI toolbar, through which
inbound and outbound telephone communication can be performed from the
agents computer screen, in conjunction with the agents teleset. The agent can
use the CTI toolbar to perform most of the main functions of the physical teleset:
answer calls, make calls, perform call transfers and conferences, put a call on
hold or retrieve a call, and so on.
Outbound calls can also be made directly from the shortcut menu that is
displayed when a user right-clicks over records, such as those for contacts, that
are displayed in a Siebel application view. Hot keys and a CTI menu provide
users with more ways to access telephony features.
For more information, see End-User Client CTI Configuration on page 2-64
and End-User Client CTI Operation on page 2-71.
I Inbound call routing
Inbound calls can be routed to the most appropriate agent, based on product
expertise, account management, and so on.
Using data associated with each call, such as Automatic Number Identification
(ANI) and Dialed Number Identification Service (DNIS)the callers number
and the number the caller dialed, respectivelyor data collected from an
Interactive Voice Response (IVR) system, Siebels call-routing CTI Server can
access data in the Siebel database to determine how to route the call.
NOTE: Call routing using Siebels CTI Server is currently supported only for
configurations using Genesys T-Server.
NOTE: For version 6.2 of Siebel CTI, the Siebel CTI Server is supported only on
Microsoft Windows NT, not on UNIX platforms.
For more information, see Chapter 5, Configuring the Siebel CTI Server.
Overview
Siebel CTI
I Screen pops
You can configure Siebel CTI to use data attached to a call to locate and display
customer information on the call-center agents computer screen.
NOTE: Screen pop behavior depends on the CTI middleware you are using and
the middleware device events for which screen pops are to be generated, and on
how you configure Siebel CTI event definitions.
For instance, when a call comes in, information may be attached to the call, such
as the callers telephone number (ANI). Such data is passed to Siebel CTI, which
performs a database lookup of customer data and displays a detailed customer
profile to the call-center agent who answered the call.
A screen pop can also be sent when an agent transfers a call, initiates a
conference call, or places an internal call. Pertinent customer information
captured by an agent can also be viewed by the other agents. Screen pops can
also be sent with external call transfers and call conferences.
If multi-tenancy is supported for your Siebel applications, Siebel CTI will, as
necessary, automatically change the agents position to allow visibility to the
screen-pop data. For more information, see Supporting Multi-Tenancy on
page 4-6.
Receiving and sending screen pops can be employed or suppressed on a per-
agent basis. When a screen pop occurs, the Siebel client can be brought to the
front if it is currently minimized or hidden behind another window. For more
information, see End-User Client CTI Configuration on page 2-64.
I Auto-login
Agents logging into the Siebel application can be automatically logged into
Siebel CTI and into a specific ACD queue in the call center. Auto-login can be
specified on a per-agent basis, or specified using a global default.
For more information, see End-User Client CTI Configuration on page 2-64
and End-User Client CTI Operation on page 2-71.
Overview
Siebel CTI
I Multiple calls on the same extension
Depending on the switch you are using, Siebel CTI can support and track
multiple calls for the same extension. An agent can put a call on hold in order
to take another call or initiate a transfer or conference call.
Multiple calls for each agent can be tracked in the Telephone Status
Administration view. For more information, see Working with Call-Center
Status Data on page 2-61.
I Browser and thin-client support
Siebel CTI supports Siebel Thin Client for Windows. Siebel Thin Client for
Windows runs in the browser window for Microsoft Internet Explorer or
Netscape Communicator, or runs as a stand-alone program. Siebel thin clients
are supported by an Application Object Manager running on a Siebel Server.
For more information, see Siebel CTI and Siebel Client Software on page 2-4
and Enabling CTI for Siebel Clients on page 2-17.
I Call activities
To help call-center administrators to understand typical call flows or the
handling of particular calls, call activity records can be created automatically
based on CTI events and linked to the appropriate Siebel data. For example, call
activity records may be generated from any of the following:
I Outbound call related to a service request
I Outbound call to contact for an activity
I Inbound call related to a campaign
Overview
Siebel CTI
Siebel CTI Prerequisites 1
For more information about what you need in order to set up CTI for your Siebel
applications, including validated versions of CTI middleware and switches, refer to
Siebel System Requirements and Supported Platforms and the Siebel Release Notes.
Siebel Systems has tested the telephony events and commands for each validated
middleware/switch combination. See also Using CTI Middleware on page 2-6.
If you require support for CTI middleware or switches that Siebel Systems does not
support out of the box, you may need to write a custom Adaptive CTI driverunless
another vendor has written a CTI driver for the same configuration. For more
information, see Chapter 6, Writing a CTI Driver for Siebel Adaptive CTI, and
Appendix C, Siebel Adaptive CTI API Reference. For information about CTI
drivers developed by third parties, contact Siebel Technical Services.
Setting Up Siebel CTI 1
For information about how to set up Siebel CTI for your Siebel applications, see
Chapter 2, Configuring Siebel CTI.
Overview
Integrating Call-Center Features
Integrating Call-Center Features 1
A call center often involves many different parts of an organization and uses many
Siebel functions. Your Siebel CTI implementation will be more successful when you
integrate these features and adjunct technology so they work together optimally to
support the needs and workflows of your call center.
For instance, a Customer Service call center might use data attached to the call such
as ANI or DNIS in conjunction with data collected from an IVR system to determine
the callers identity or likely reason for calling.
Planning integrations of this type ahead of time will make your implementation
more efficient, more successful, and less subject to change.
Integrating with Non-Siebel Call-Center Features 1
This section describes issues in using Siebel CTI with selected software and
software technologies for the call center, including IVR and predictive dialing.
Interactive Voice Response
IVR integrates with the switch to provide a way for callers to respond to questions
by using the keypads on their touch-tone phones or by voice recognition. Siebel CTI
can use this data for things such as call routing.
For example, if a call center uses a callers account number as a unique ID, the IVR
can prompt the caller to enter that number, which will be attached to the call.
Alternatively, an IVR may offer a series of branching prompts, such as Press 1 for
sales, press 2 for support, and so on.
With data obtained through an IVR, in conjunction with other data such as ANI or
DNIS, a call can be automatically routedfor example:
I To a support ACD queue, or a queue for a particular sales promotion
I To the agent who last spoke to the contact
Overview
I To an agent who is an expert in the product the contact is calling about
I To the next available agent
NOTE: To implement these types of call routing, you must properly configure
Siebels call-routing CTI Server or other routing software.
IVR data can also be used to provide a screen pop of data in the Siebel application.
For example, based on IVR data, a support representative who answers a call would
get a screen pop of the callers service request. The screen pop includes information
about who is calling and the nature of the service request, and includes records of
previous communications with the caller.
The CTI middleware passes the IVR data to the Siebel application. The Siebel client
performs a screen pop based on how you have configured Siebel CTI to handle the
IVR entry.
Most switches and CTI middleware support or integrate with IVR systems. IVRs may
be integrated with the switch, the CTI middleware, or Siebel applications. The
available Siebel integration points are Siebel Adaptive CTI, Siebel EAI (eBusiness
Application Integration), or Siebel object interfaces.
Predictive Dialing
Predictive dialing systems provide an efficient way to organize both outbound
calling and call blending. With call blending, both incoming and outgoing calls are
handled by the same agents to maintain high agent productivity.
If your CTI middleware supports predictive dialing, calls are placed as agents
become available, and are connected to an agent only when a live person answers
the call. Calling is done automatically, so the agent does not have to dial manually.
Predictive dialing can be initiated using information from the Siebel database. The
predictive dialing software dials each prospects number.
If a call fails, the Siebel application can be configured to update the #Attempts field
in the Contacts/Prospects list applet in the Campaign Contacts or Campaign
Overview view.
Overview
If a call is successful, the predictive dialer can attach data to the call, such as
campaign or contact ID numbers, and send the information to Siebel CTI. Siebel CTI
must be configured to identify the attached data and respond appropriately. For
example, the Genesys default configuration assumes that the campaign ID number
is attached; Siebel CTI will send a screen pop based on this data to the agent taking
the call.
Most switches and CTI middleware support or integrate with some form of
predictive dialing. Predictive dialing may be integrated with the switch, the CTI
middleware, or Siebel applications. The available Siebel integration points are
Siebel Adaptive CTI, Siebel EAI (eBusiness Application Integration), or Siebel object
interfaces.
Working with Siebel Software 1
This section describes issues in using Siebel CTI with the Siebel eBusiness
Applications and with features or modules such as Siebel business services, Siebel
scripting languages, Siebel EAI, Siebel object interfaces, and Siebel SmartScript.
Siebel eBusiness Applications
Many features of Siebel eBusiness Applications such as Siebel Call Center have
important implications for Siebel CTI deployments. Exactly how you configure
Siebel CTI will depend, in part, on whether and how you have implemented such
features. Certain features of the Siebel applications should be implemented in close
coordination with the configuration of Siebel CTI. For example:
I Implementing the Siebel eCollaboration feature Web Call for a Siebel .COM
application, such as for a service-oriented Web page running Siebel eService,
requires distinct configuration steps involving Siebel eService and Siebel CTI.
I Ideally, call-routing stored procedures called by the Siebel CTI Server should be
written to take into account whether and how the multiple-organization feature
is implemented for your call center, so that calls are routed to agents as
appropriate for the organizations with which they are associated.
For more information about your Siebel application and about call-center
workflows, refer to the Siebel Applications Administration Guide, Siebel .COM
Applications Guide, and Using Siebel Applications.
Overview
Siebel Business Services
Siebel CTI commands and events can be integrated with Siebel business services.
Business services represent functionality that is encapsulated into a named service,
for which methods can be called. For more information, see Integrating Siebel CTI
with Siebel Business Services on page 4-11.
Siebel Visual Basic and Siebel eScript
Siebel VB (Visual Basic) and Siebel eScript, a JavaScript-like scripting language, can
be used with Siebel CTI in these ways:
I Siebel CTI can invoke Siebel VB or Siebel eScript scripts.
I Siebel VB or Siebel eScript scripts can invoke Siebel CTI commands and access
call data fields.
NOTE: Siebel CTI supports Siebel VB and Siebel eScript for the Siebel dedicated
client only, not for Siebel Thin Client for Windows.
For more information, see Appendix D, Siebel CTI and Siebel Scripting
Languages.
Siebel EAI and Siebel Object Interfaces
To integrate your Siebel application with external applications or systems, you can
use Siebel EAI (eBusiness Application Integration) or Siebel object interfaces. For
more information, refer to the Siebel eBusiness Application Integration Guide and
the Siebel Object Interfaces Reference.
To integrate Siebel CTI with external applications or systems, you would use Siebel
Adaptive CTI.
Siebel SmartScript
Your implementation of CTI-enabled Siebel applications may also include Siebel
SmartScript, which is a separately licensed module. These software elements can
be integrated to work together. For example, when a call-center agent receives or
makes a call, Siebel SmartScript can be invoked automatically on the agents
machine in order to invoke a particular SmartScript. For more information, see
Integrating Siebel CTI with Siebel SmartScript on page 4-16.
Overview
Siebel CTI Architecture
Siebel CTI Architecture 1
A CTI-enabled Siebel implementation will comprise several networked components.
Figure 1-1 shows the architecture of a basic CTI implementation.
Figure 1-1. Basic CTI Configuration
Siebel
Database Server
Siebel
Server
CTI Middleware
Server
Agent's Siebel
Client (and CTI
Middleware Client)
Agent's Siebel
Client (and CTI
Middleware Client)
Network
TCP/IP
Network/
Other Link
PBX/
Telephone
Switch
Inside
Telephone Lines
Agent's Teleset Agent's Teleset
Outside
Telephone Lines
Outside Callers or
Call Recipients
Overview
The Siebel client comprises the Siebel application, Siebel CTI driver manager, and
CTI driver. An Automation layer or other module, such as a DLL, for your CTI
middleware also resides on each client machine.
The CTI driver may be one supplied by Siebel Systems to work with CTI
configurations supported out of the box, or it may be a CTI driver written using the
Adaptive CTI API. For an illustration of the architecture of the Adaptive CTI layer,
see Figure 6-1 on page 6-7.
Siebel Thin Client for Windows must communicate with an Application Object
Manager running on a Siebel Server, such as the one shown in Figure 1-1 on
page 1-11.
If you are using the Siebel CTI Server for call routing, it will run on a Siebel Server,
such as the one shown in Figure 1-1 on page 1-11.
Overview
CTI Command and Event Flow 1
All interactions between the CTI-enabled Siebel client and the CTI middleware are
in the form of events or commands. Figure 1-2 depicts the flow of commands and
events in a Siebel CTI implementation.
I Events are instances of telephony activity on the switch, such as an incoming
call ringing, an outgoing call being placed, a call being connected to an agent or
disconnected, or a conference call being initiated.
I Commands are telephony actions generally initiated by an agent running the
CTI-enabled Siebel client, such as placing a call, answering a call, or initiating a
transfer or conference call. Although all commands trigger events, only some of
the events received by a Siebel client are triggered by Siebel CTI commands. A
Siebel CTI command can also be invoked from a Siebel CTI event configured for
this purpose.
Commands and events can be configured to produce the application or telephony
behavior most appropriate for your implementation. For detailed information, see
Chapter 3, Working with CTI Commands and Events.
Figure 1-2. The Flow of CTI Commands and Events
Siebel application
CTI middleware
Events and associated
data set
Commands and
associated data set
Overview
CTI Configuration Data 1
A Siebel CTI implementation for a particular middleware and switch combination
involves several elements that make up a CTI configuration. A CTI configuration is
defined in the Siebel databaseusing the CTI configuration viewsand has data
that defines configuration parameters, telesets, commands, and events.
Each defined teleset has data that defines the telesets extensions and the call-center
agents assigned to use the teleset. Each defined command and event has data that
defines command or event parameters.
Along with the CTI driver itself, the elements named above specify the CTI behavior
for the Siebel application as it communicates with the CTI middleware. These
configuration elements are illustrated in Figure 2-1 on page 2-23.
Although Siebel Systems provides several CTI configurations out of the box, some
types of data cannot be predefined by Siebel Systems, such as information about the
agents, telesets, and extensions for your call center. You must generate all data that
is specific to your call center. In addition, you must specify CTI configuration
parameter settings and generate any custom CTI commands or events that will be
required to implement Siebel CTI in your environment or to meet your business
objectives.
I The steps you take to implement or refine a CTI configuration are described in
Chapter 2, Configuring Siebel CTI.
I Modifying CTI commands and events is described in Chapter 3, Working with
CTI Commands and Events.
I Advanced CTI configuration topics are described in Chapter 4, Advanced Siebel
CTI Configuration.
Configuring Siebel CTI
2
Related Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Siebel CTI and Siebel Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Siebel Thin Client Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Using CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
Working with Siebel-Validated CTI Middleware/Switches . . . . . . . . . . . . . 2-7
Working with Other CTI Middleware/Switches . . . . . . . . . . . . . . . . . . . . . 2-8
Setting Up a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Setting Up a New CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . 2-10
Upgrading Siebel CTI from a Previous Version . . . . . . . . . . . . . . . . 2-13
Enabling CTI for Siebel Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17
Enabling Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18
Enabling Siebel CTI Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Editing the Siebel .cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-20
Specifying CTI Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . . 2-23
Siebel CTI Configuration Views . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24
Editing or Creating a CTI Configuration . . . . . . . . . . . . . . . . . . . . . 2-26
Copying or Deleting a CTI Configuration . . . . . . . . . . . . . . . . . . . . 2-29
Specifying Configuration Parameters and Telesets . . . . . . . . . . . . . . 2-31
Specifying Agents and Extensions for Telesets . . . . . . . . . . . . . . . . . 2-34
Viewing Agent Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-40
Viewing Extension Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42
Specifying Commands and Events . . . . . . . . . . . . . . . . . . . . . . . . . 2-44
Specifying Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . 2-46
Specifying Event Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-48
Viewing All CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . 2-50
Importing and Exporting CTI Configuration Data . . . . . . . . . . . . . . . . 2-52
Import and Export Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52
Importing CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-53
Exporting CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . 2-55
CTI .ini and .def Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-57
Working with Call-Center Status Data . . . . . . . . . . . . . . . . . . . . . . . . 2-61
Viewing Teleset Status Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62
Modifying How Teleset Status Data Is Displayed . . . . . . . . . . . . . . . . . . . 2-63
Distributing Teleset or Other Status Data to Agents . . . . . . . . . . . . . 2-63
End-User Client CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-64
Editing the .cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-64
Specifying CTI Settings in the Options Dialog Box . . . . . . . . . . . . . . . . . 2-65
Customizing the CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-70
End-User Client CTI Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-71
Starting the Siebel Client with CTI or CTI Simulation . . . . . . . . . . . 2-71
Logging into Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-72
Using the CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-74
Using the CTI Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-77
Context Sensitivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-78
Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-78
Chapter Overview
Chapter Overview 2
This chapter explains how to set up and configure Siebel CTI. It describes issues in
using Siebel CTI with two supported Siebel client types, setting up CTI middleware,
and setting up a Siebel CTI configuration (in particular using CTI configuration
views). It also describes importing and exporting CTI configuration data, viewing
call-center status data, and end-user CTI configuration and operation.
Related Topics 2
Subsequent chapters address related topics:
I To modify commands and events in your CTI configuration for advanced
customization, see Chapter 3, Working with CTI Commands and Events.
I To perform a variety of advanced or special-purpose configuration tasks, see
Chapter 4, Advanced Siebel CTI Configuration.
I To configure the Siebel CTI Server for inbound call routing (for Genesys
configurations only), see Chapter 5, Configuring the Siebel CTI Server.
I To use the CTI Simulator (for Genesys configurations only), see Appendix E,
Using the Siebel CTI Simulator.
Siebel CTI and Siebel Client Software
Siebel CTI and Siebel Client Software 2
Siebel CTI can be enabled for call-center agents using either of the following types
of Siebel client:
I The Siebel dedicated client
I Siebel Thin Client for Windows
Siebel Thin Client for Windows runs within the Microsoft Internet Explorer or
Netscape Communicator Web-browser window, or runs as a stand-alone program.
Siebel thin clients are supported by an Application Object Manager running on a
Siebel Server. Siebel CTI components are optional for client installations of Siebel
Thin Client for Windows.
Setup steps performed by both administrators and end users will vary with the type
of Siebel client that is being deployed. These differences are noted in those
procedures where they apply. In general, this guide assumes that the Siebel
dedicated client is deployed.
NOTE: Client components for CTI middleware software must be installed on
machines running Siebel thin clients, as well as on those running Siebel dedicated
clients.
For more information about enabling Siebel CTI and CTI Simulation for both
supported Siebel client types, see Enabling CTI for Siebel Clients on page 2-17.
For more information about using the CTI Simulator, see Appendix E, Using the
Siebel CTI Simulator.
For more information about Siebel client issues, refer to the Siebel Client Installation
and Administration Guide.
Siebel CTI and Siebel Client Software
Siebel Thin Client Limitations 2
This section describes CTI-related and other relevant limitations that currently
apply to deployments using Siebel Thin Client for Windows. For more information
on some of these issues, see applicable sections in this guide.
I Siebel CTI supports Siebel VB and Siebel eScript for the Siebel dedicated client
only, not for Siebel Thin Client for Windows.
I The Configuration Explorer view is not available in Siebel Thin Client for
Windows, which does not support the tree applet type.
I Siebel Thin Client for Windows does not support the floating or docked toolbar
mode for the CTI toolbar. The CTI toolbar is always embedded.
I The Customize dialog box is not supported by Siebel Thin Client for Windows.
I The Enable sound option in the Options dialog box is not supported by Siebel
Thin Client for Windows.
Using CTI Middleware
Using CTI Middleware 2
CTI-enabled Siebel applications work in conjunction with a variety of third-party
CTI middleware packages and switches. Siebel Systems provides:
I CTI drivers validated to work with two supported CTI middleware packages
I CTI configuration settings validated to work with certain switches on each
supported CTI middleware package
The capabilities of your middleware and switch determine which Siebel CTI
functionality you can implementfor example, some switches do not support
automatic call forwarding. In addition, some features of your middleware or switch
may not be supported in the corresponding Siebel CTI driver. Consequently,
information in this guide about certain CTI features may not apply to your
implementation.
Consult your switch and middleware vendors documentation for information about
supported functionality and features for your CTI configuration.
NOTE: The CTI-enabled Siebel client sometimes may receive CTI-related error
messages. Not all of these error messages originate from Siebel software. Some of
the messages originate from the CTI middleware and are presented without
modification; such messages are prefaced with CTI:.
Working with Siebel-Validated CTI Middleware/Switches 2
Siebel Systems has validated that the following middleware/switch combinations
will work out-of-the-box:
I Genesys T-Server middleware for Lucent Definity G3, Nortel Meridian, Aspect
ACD System, Rockwell Spectrum, or Siemens Hicom 300E switchessee
Appendix A, Siebel CTI and Genesys
I Dialogic CT-Connect Server middleware for Lucent Definity G3, Nortel Meridian,
Siemens Hicom 300E, or Generic CSTA Phase II switchessee Appendix B,
Siebel CTI and Dialogic
NOTE: Siebel CTI Connect, available from Siebel Systems, Inc., includes Dialogic
CT-Connect, Dialogic Call Information Manager, and the CTI driver for
CT-Connect.
The out-of-the-box configurations for these combinations have been validated by
Siebel Systems. The named appendices contain information specific to a particular
middleware, including the supported configuration parameters, commands, and
events. Your Siebel application has predefined settings for each supported
middleware/switch combination. For information about working with these
settings in the CTI configuration views, see Setting Up a CTI Configuration on
page 2-9.
Usually, the CTI middleware requires that a client software component (generally
provided by the CTI middleware vendor) be installed on each client machine on
which Siebel CTI is to be available, as noted under Setting Up a New CTI
Configuration on page 2-10.
For updated information about CTI third-party vendor support, refer to Siebel
System Requirements and Supported Platforms and the Siebel Release Notes.
Working with Other CTI Middleware/Switches 2
If your existing middleware or switch is not supported in the out-of-the-box Siebel
CTI software, Siebel CTI can be employed in the following scenarios:
I Use a Siebel CTI driver developed, using Siebel Adaptive CTI, by a third party
such as a CTI middleware vendor. For information about Siebel partners in the
computer telephony area, see the Alliances and Resellers section of the Siebel
Systems Web site.
I Develop your own Siebel CTI driver, using Siebel Adaptive CTI, to work with
your middleware-and-switch combination.
A Siebel CTI driver can be created that is to be used in conjunction with an
existing driver. Such a driver would extend the capabilities of the existing driver,
enabling additional functionality.
NOTE: Siebel CTI drivers developed by customers or third parties are not supported
by Siebel Systems, Inc., but by their respective developers or providers.
A Siebel CTI implementation using a custom CTI driver can take full advantage of
all standard features, such as the CTI toolbar, screen pops, context-sensitive CTI
commands, and ease of configuration.
For more information about Siebel Adaptive CTI, see:
I Chapter 6, Writing a CTI Driver for Siebel Adaptive CTI
I Appendix C, Siebel Adaptive CTI API Reference
Setting Up a CTI Configuration
Setting Up a CTI Configuration 2
Once your CTI middleware and switch software have been set up, you can
implement Siebel CTI by working with the CTI configuration views and by
modifying the Siebel configuration file.
When you purchase the CTI module, Siebel CTI is licensed as part of a standard
Siebel client installation.
As an administrator, you must configure Siebel CTI and enable it for your users.
Procedures for these tasks are described in this section and in Enabling CTI for
Siebel Clients on page 2-17.
Your end users can configure some Siebel CTI user-interface elements and set other
options in the Siebel client. For details, see End-User Client CTI Configuration on
page 2-64.
CTI Configuration Data 2
The CTI configuration views, available in the Siebel client only to administrators,
allow you to specify certain settings for your middleware and switch, and allow you
to specify how the Siebel application is to handle telephony events and to send
commands to suit your call centers needs. The configuration data is stored in the
Siebel database.
Sample CTI configuration data for the middleware/switch combinations that Siebel
Systems supports are in:
I The Siebel database
I The Siebel sample database
You modify the preconfigured data in the Siebel database to customize Siebel CTI
for your particular business processes.
NOTE: Some types of CTI configuration data may also be stored in .ini and .def files.
For details, see Importing and Exporting CTI Configuration Data on page 2-52.
I If you are implementing Siebel CTI for the first time, see the following section,
Setting Up a New CTI Configuration.
I If you are upgrading your Siebel CTI implementation, see Upgrading Siebel CTI
from a Previous Version on page 2-13. Also refer to the Siebel Upgrade Guide.
Setting Up a New CTI Configuration 2
To set up a Siebel CTI configuration, perform the steps of the procedures in this
section. In general, you will:
1 Set up your Siebel Server and Siebel client software.
2 Set up and test Siebel CTI.
3 Put Siebel CTI into production.
Before you proceed, you should perform these preparatory tasks:
I Define the call center workflow model: determine the number of agents,
extensions, and ACD queues; the logic of the call flow; which type of Siebel
client to use; which features to implement, such as hoteling, multi-tenancy, or
business services; and so on. You will use some of this information in the CTI
configuration views later on.
I Set up your PBX or ACD (automatic call distribution) switch. Refer to the
documentation for your switch equipment.
I Install and configure the CTI middleware. Refer to the documentation for your
CTI middleware vendor.
Once you have performed these preparatory tasks, you are ready to perform Siebel
Server and Siebel client setup tasks.
To set up your Siebel Server and Siebel client software
1 Install or upgrade your Siebel Server software, as described in the Siebel Server
Installation Guide and the Siebel Upgrade Guide.
I If you will be using the Siebel CTI Server for call routing, include it in your
Siebel Server installation. See Chapter 5, Configuring the Siebel CTI Server.
I If end users will be using Siebel Thin Client for Windows, install and
configure instances of the Application Object Manager. For more
information, refer to the Siebel Server Administration Guide and the Siebel
Client Installation and Administration Guide.
2 Install or upgrade your Siebel client software, as described in the Siebel Client
Installation and Administration Guide and the Siebel Upgrade Guide.
3 Edit the .cfg files for your Siebel applications in order to support Siebel CTI and
your CTI middleware. See Enabling CTI for Siebel Clients on page 2-17.
4 Install any necessary CTI middleware vendor-specific client files, such as DLLs,
on each end users workstation. You must obtain such software from the CTI
middleware vendor.
You must perform this step on each machine that will run the Siebel dedicated
client or Siebel Thin Client for Windows.
NOTE: Depending on your client deployment choices, you may be able to use Siebel
Anywhere to package and distribute client software files, including both Siebel
software and third-party materials such as those from CTI middleware vendors.
Siebel Anywhere is licensed as a separate module in the Siebel eBusiness
Applications. For more information, refer to the Siebel Anywhere Guide.
To set up and test Siebel CTI
1 Start the Siebel application, logging in as the system administrator (for example,
as the user SADMIN).
2 In the CTI configuration views, located in the Communications Administration
screen, verify or specify installation-specific and vendor-specific CTI
configuration settings and other customizations for your business needs.
See Specifying CTI Configuration Settings on page 2-23 and Chapter 3,
Working with CTI Commands and Events.
a Choose an existing CTI configuration, or create a new configuration and
transfer data from an existing configuration (using Export and Import
operations). See Editing or Creating a CTI Configuration on page 2-26.
b For the current configuration, specify or verify configuration parameters, and
specify telesets. See Specifying Configuration Parameters and Telesets on
page 2-31.
c For the telesets in the current configuration, specify agents and extensions.
If the teleset will be used for hoteling, specify the host name for the hoteling
computer. See Specifying Agents and Extensions for Telesets on page 2-34.
d For the current configuration, specify or verify command and event
definitions. See Specifying Commands and Events on page 2-44,
Specifying Command Parameters on page 2-46, and Specifying Event
Parameters on page 2-48.
3 For a configuration using Genesys T-Server, optionally use the CTI Simulator to
test certain CTI features. See Appendix E, Using the Siebel CTI Simulator.
4 Complete any other needed configuration, customization, or performance-
tuning tasks for your Siebel implementation, and test the CTI configuration.
For example, you may need to modify the Online Help for your users. See
Online Help on page 2-78.
After you have verified the configuration, you can put Siebel CTI into production.
To put Siebel CTI into production
1 Distribute the final .cfg files to enable Siebel CTI and put your implementation
into production. See Enabling CTI for Siebel Clients on page 2-17.
2 As appropriate, provide your end users with instructions for starting the Siebel
client, setting CTI preferences in the Options dialog box of the Siebel client, and
using controls such as the CTI toolbar and CTI menu in the course of their call-
handling activities.
See End-User Client CTI Configuration on page 2-64 and End-User Client CTI
Operation on page 2-71.
Skip to Enabling CTI for Siebel Clients on page 2-17.
Upgrading Siebel CTI from a Previous Version 2
Siebel CTI customers who are upgrading from a previous version to the current
version may need to perform CTI-specific steps in addition to those described in the
Siebel Upgrade Guide. As stated in that book, upgrades are supported from version
4.x and later to version 6.x.
To upgrade Siebel CTI, perform the steps in the procedures that follow. In general,
you will:
1 Set up your Siebel Server and Siebel client software.
2 Set up and test Siebel CTI.
3 Put Siebel CTI into production.
To upgrade your Siebel Server and Siebel client software
1 Upgrade your Siebel Server software, as described in the Siebel Upgrade Guide
and the Siebel Server Installation Guide.
I If you are using, or will be using, the Siebel CTI Server for call routing,
include it in your Siebel Server installation. See Chapter 5, Configuring the
Siebel CTI Server.
I If end users are using, or will be using, Siebel Thin Client for Windows,
install and configure instances of the Application Object Manager. For more
information, refer to the Siebel Server Administration Guide and the Siebel
Client Installation and Administration Guide.
2 Upgrade your Siebel client software, as described in the Siebel Client Installation
and Administration Guide and the Siebel Upgrade Guide.
3 Edit the .cfg files for your Siebel applications in order to support Siebel CTI and
your CTI middleware. See Enabling CTI for Siebel Clients on page 2-17.
4 As necessary, upgrade your CTI middleware vendor-specific client files, such as
DLLs, on each end users workstation. You must obtain such software from the
vendor.
You must perform this step on each machine that will run the Siebel dedicated
client or Siebel Thin Client for Windows.
NOTE: Depending on your client deployment choices, you may be able to use Siebel
Anywhere to package and distribute client software files, including both Siebel
software and third-party materials such as those from CTI middleware vendors.
Siebel Anywhere is licensed as a separate module in the Siebel eBusiness
Applications. For more information, refer to the Siebel Anywhere Guide.
To set up and test Siebel CTI
1 Start the Siebel application, logging in as the system administrator (for example,
as the user SADMIN).
2 For upgrades from version 4.x only: in the CTI configuration views, located in
the Communications Administration screen, import the appropriate .ini and .def
files from your version 4.x implementation.
a Open the All Configurations view (shown in Figure 2-2), as described in
Editing or Creating a CTI Configuration on page 2-26.
b Create a record for a new CTI configuration, and provide appropriate values
for all settings.
c Click the Import button, and import the CTI configuration data from the .ini
and .def files you used in your version 4.x implementation. For detailed
instructions, see Importing and Exporting CTI Configuration Data on
page 2-52.
Importing this data allows you to retain any desired CTI configuration
settings you were using in your version 4.x implementation.
3 For the current CTI configuration, enter teleset, agent, and extension data for
your call center in the Configuration Parameters and Telesets view (shown in
Figure 2-3 on page 2-31) and in the All Telesets view (shown in Figure 2-4 on
page 2-35).
See Specifying Configuration Parameters and Telesets on page 2-31 and
Specifying Agents and Extensions for Telesets on page 2-34.
4 Complete any other needed upgrade, configuration, customization, or
performance-tuning tasks for your Siebel implementation, and test the CTI
configuration.
For examples of tasks you may need to perform, see Example Configuration
Changes for Upgrades on page 2-16.
5 For a configuration using Genesys T-Server, optionally use the CTI Simulator to
test certain CTI features. See Appendix E, Using the Siebel CTI Simulator.
After you have verified the configuration, you can put Siebel CTI into production.
To put Siebel CTI into production
1 Distribute the final .cfg files to enable Siebel CTI and put your upgraded
implementation into production. See Enabling CTI for Siebel Clients on
page 2-17.
2 As appropriate, provide your end users with instructions for starting the Siebel
client, setting CTI preferences in the Options dialog box of the Siebel client, and
using controls such as the CTI toolbar and CTI menu in the course of their call-
handling activities.
See End-User Client CTI Configuration on page 2-64 and End-User Client CTI
Example Configuration Changes for Upgrades
When you upgrade your Siebel implementation, before you roll out the new version,
you may need to do one or more of the following things:
I Modify CTI toolbar configuration. For upgrades from version 4.x or 5.x, you may
need to change some of your CTI command definitions to make them work with
the CTI toolbar. For more information, see Configuring the CTI Toolbar on
page 4-18.
I Modify your data to support new features. For upgrades from version 4.x or 5.x, you
may need to modify your database records or your CTI commands and events in
order to support new features such as hoteling, multi-tenancy, business services,
and so on. For more information, see the sections for the relevant feature.
I Modify LogIn command definition. For upgrades from version 4.x, depending on the
source of the .def file you imported in Step 2 on page 2-15 in the procedure for
setting up and testing Siebel CTI, you may need to modify the definition for the
LogIn command.
If the CTI command definition contains agent-specific login data, modify the
command so that it will read login data from the database based on variables
that represent the current userfor ACD queue, agent login, and password. For
an example, see the Command and CmdData definitions for the LogIn command
in Appendix A, Siebel CTI and Genesys.
I Modify Online Help. You may need to modify the Online Help for your users to
reflect relevant configuration changes you have implemented in Siebel CTI and
related functionality. See Online Help on page 2-78.
Enabling CTI for Siebel Clients
Enabling CTI for Siebel Clients 2
Siebel CTI must be enabled for call-center agents Siebel client software in order for
them to be able to access telephony features. Siebel CTI can be enabled for the
Siebel dedicated client, or for Siebel Thin Client for Windows, as follows:
I For the Siebel dedicated client, Siebel CTI can be enabled for the Siebel clients
of individual users who have been defined as call-center agents. When
Siebel CTI is disabled, a user can enable it as an override for a given session.
I For Siebel Thin Client for Windows, Siebel CTI can be enabled for the Siebel
clients of all users who have been defined as call-center agents, or enabled only
for individual users.
In addition, for both types of Siebel client, CTI Simulation can be enabled for a
given session.
NOTE: You should read this entire chapter before you enable Siebel CTI for your end
users.
For more information about Siebel client issues, refer to the Siebel Client Installation
and Administration Guide.
Enabling Siebel CTI 2
The mechanisms for enabling Siebel CTI are:
I Enabling CTI in the Siebel applications .cfg file. This file contains an Enable
parameter, which determines whether CTI is enabled for individual users of the
Siebel dedicated client or for all users of Siebel Thin Client for Windows.
The .cfg file also contains the DeviceDriver parameter, which specifies the name
of the COM object (or equivalent) for the CTI driver that works with your CTI
middleware.
The .cfg file may be on an individual Siebel dedicated client or on a Siebel Server
running an Application Object Manager supporting multiple thin clients. For
details, see Editing the Siebel .cfg File on page 2-20.
I Enabling CTI at run time. When the Enable parameter is set to FALSE in the
relevant .cfg file, Siebel CTI can be enabled at run time for an individual user, as
described below. For more information, see Starting the Siebel Client with CTI
or CTI Simulation on page 2-71.
I Command-line flag /CTI. The user can use this command-line flag to enable
Siebel CTI.
For the Siebel dedicated client, the user can include the /CTI flag in the
command line when running the program Siebel.exe.
For the stand-alone version of Siebel Thin Client for Windows, the user
can include the /CTI flag in the command line when running the program
Siebtc.exe.
I Thin client startup-file option. For the browser-based versions of Siebel Thin
Client for Windows, Siebel CTI can be enabled in the startup file Tclient.htm
(default for Microsoft Internet Explorer), Tclient.stc (default for Netscape
Communicator), or equivalent. These files use the following string:
cti="true"
For Internet Explorer, the startup file should include the above string in
the Siebel login string.
For Netscape Communicator, the startup file should include the above
string as a separate line.
Enabling Siebel CTI Simulation 2
The mechanisms for enabling the Siebel CTI Simulator are described below. CTI
simulation works only for CTI configurations using the Genesys T-Server
middleware.
Siebel CTI simulation can be enabled at run time for an individual user. The setting
of the Enable parameter in the relevant .cfg file is ignored. For more information,
see Starting the Siebel Client with CTI or CTI Simulation on page 2-71 and
Appendix E, Using the Siebel CTI Simulator.
I Command-line flag /CTISIM. The user can use this command-line flag to enable
CTI simulation.
I For the Siebel dedicated client, the user can include the /CTISIM flag in the
command line when running the program Siebel.exe.
I For the stand-alone version of Siebel Thin Client for Windows, the user can
include the /CTISIM flag in the command line when running the program
Siebtc.exe.
I Thin client startup-file option. For the browser-based versions of Siebel Thin Client
for Windows, CTI simulation can be enabled in the startup file Tclient.htm
(default for Microsoft Internet Explorer), Tclient.stc (default for Netscape
Communicator), or equivalent. The file should include the following string:
ctisim="true"
I For Internet Explorer, the startup file should include the above string in the
Siebel login string.
I For Netscape Communicator, the startup file should include the above string
as a separate line.
Editing the Siebel .cfg File 2
The .cfg, or configuration, file specifies whether CTI is to be enabled for a Siebel
client and specifies the name of the COM object (or equivalent) for your CTI driver.
For a test deployment, you must edit this file before you perform any other CTI
configuration steps.
Default Siebel .cfg Files
Depending on how Siebel applications are deployed in your organization, your
installation may make use of more than one .cfg file. The default .cfg files include:
I Uagent.cfg (for Siebel Call Center)
I Siebel.cfg (for Siebel Sales)
I Service.cfg (for Siebel Service)
I Emailresp.cfg (for Siebel eMail Response)
I Sfs.cfg (for Siebel Field Service)
Siebel-provided application shortcuts for the Siebel dedicated client specify these
default files. Additional .cfg files are used by other Siebel applications. Siebel
Systems also provides the file Tclient.cfg for Application Object Managers
supporting instances of Siebel Thin Client for Windows.
Any Siebel application can be configured to use a .cfg file with a name other than
the default name.
The default location for these files is in the bin subdirectory of the Siebel client
installation directory and in the bin subdirectory of the Siebel Server installation
directory (for a Siebel Server running an Application Object Manager).
Siebel .cfg Files and Client Deployment
Siebel software uses .cfg files differently based on which type of Siebel client is
deployed:
I For each Siebel application deployed using the Siebel dedicated client, each
client machine has a .cfg file. The parameters in the file affect only that Siebel
client running that application. After you have finished configuring CTI, and
have verified the configuration, distribute the final .cfg files to all CTI end users.
I For Siebel applications deployed using Siebel Thin Client for Windows, each
Application Object Manager that is to support thin clients has a .cfg file. The
parameters in the file affect all supported clients. After you have finished
configuring Siebel CTI and have verified the configuration, modify the .cfg file
for each Application Object Manager that is to support CTI-enabled thin clients.
Each Application Object Manager can be configured to use a different .cfg file by
using the Server Component Parameters view in the Server Administration
screen. For more information, refer to the Siebel Server Administration Guide.
CTI Parameters from .cfg File
Each .cfg file contains a section that starts with [CTI]. Edit this section of the file,
using a text editor such as Microsoft Notepad, to reflect your configuration. The
parameters include:
I Enable. Enables or disables Siebel CTI.
I If Enable is set to TRUE, the agent sees the CTI menu and the CTI toolbar and
can use Siebel CTI features. The Options dialog box has a CTI tab.
I If Enable is set to FALSE (the default), Siebel CTI is disabled. The CTI menu,
CTI toolbar, and CTI tab in the Options dialog box do not appear.
NOTE: The /CTI and /CTISIM options for the Siebel dedicated client and Siebel
Thin Client for Windows override a setting of FALSE for the Enable parameter.
For more information about starting the dedicated client, see Starting the Siebel
Client with CTI or CTI Simulation on page 2-71.
I DeviceDriver. Sets the name of the CTI drivers COM object (or equivalent).
When the Siebel client starts, it uses the specified name to create the COM object
for the CTI driver (the ISTDriver interface of Adaptive CTI), through which the
Siebel client communicates with the CTI middleware.
Setting DeviceDriver for Siebel-Provided CTI Drivers
For CTI drivers provided with your Siebel application (drivers for CTI middleware
from Genesys or Dialogic), the COM object is provided as part of your Siebel
application software. The DLLs for these drivers are automatically registered on the
client machine when the Siebel client is installed. Set the DeviceDriver parameter
as follows.
Setting DeviceDriver for Adaptive CTI Drivers
For a CTI driver you create using Siebel Adaptive CTI in order to support
middleware/switch configurations not supported out of the box by Siebel CTI, you
must:
I Register its associated DLL on each client machine.
I Specify the name of the CTI drivers COM object (or equivalent) as the value for
the DeviceDriver parameter.
I Modify Lists of Values, as necessary:
I Add the name of the new CTI middleware or switch to the Lists of Values for
the Switch Name and the Middleware Name fields in the All Configurations
view. For more information, see Editing or Creating a CTI Configuration on
page 2-26.
I Add the names of command and event parameters to the Lists of Values for
the Parameter Name field in the All Commands and All Events views. For
more information, see Specifying Commands and Events on page 2-44.
For more information, see Chapter 6, Writing a CTI Driver for Siebel Adaptive
CTI.
CTI Middleware DeviceDriver Setting
Genesys T-Server CSTGenesysDriver (This setting is the default.)
Dialogic CT-Connect (Siebel CTI Connect) CSTDialogicDriver
Specifying CTI Configuration Settings
Specifying CTI Configuration Settings 2
Use CTI configuration views in the Siebel client to specify settings to work with your
CTI middleware and switch and to implement Siebel CTI according to your business
needs. CTI configuration settings apply to all telesets included in a specific named
configuration and, consequently, to the users associated with these telesets.
Figure 2-1 shows the various kinds of configuration data that you work with in the
CTI configuration views to configure Siebel CTI.
The Siebel database contains CTI configuration data for the middleware/switch
configurations that are supported out of the box. Default values are provided for
many parameters. Generally, you would:
1 Start with one of the out-of-the-box configurations in a test Siebel database.
2 Use the CTI configuration views to modify the data as appropriate for your
implementation.
3 Transfer the data to a production Siebel databasesuch as by exporting and
importing .ini and .def files.
Figure 2-1. Elements of a CTI Configuration
Telesets
CTI Configuration in Siebel Database
Agents Extensions
Configuration Parameters
Commands Events
Command Parameters Event Parameters
Rather than using the CTI configuration views to modify the data for configuration
parameters, commands, and events, you can choose to export such data to .ini and
.def files and modify the data by editing these files with a text editor. Then import
the data into the test or production Siebel database when you are ready to test,
deploy, or update the CTI configuration. For details, see Importing and Exporting
CTI Configuration Data on page 2-52.
NOTE: When you have finished specifying the CTI configuration data, you must exit
and restart the Siebel client for the settings to take effect. When Siebel CTI has been
deployed, end users also must exit and restart the Siebel client for the new or
modified CTI configuration data to take effect.
Siebel CTI Configuration Views 2
The CTI configuration views in the Siebel client are part of the Communications
Administration screen. Use them to create or modify the CTI configuration data in
the Siebel database. The configuration views, most of which are listed in
alphabetical order on the view bar, are listed here in the sequence in which you
would generally work with them:
I All Configurations. Create, modify, copy, or delete a record for a named CTI
configuration with which specific Siebel CTI configuration data is associated.
This view defines the configuration name, the switch and CTI middleware you
are using, and the host name and port for the computer on which the
middleware runs. See Editing or Creating a CTI Configuration on page 2-26
and Copying or Deleting a CTI Configuration on page 2-29.
I Configuration Parameters and Telesets. For a given CTI configuration, specify its
configuration parameter names and values, and specify its associated telesets.
See Specifying Configuration Parameters and Telesets on page 2-31.
I All Telesets. For each teleset in a configuration, specify its extensions (according
to the switch you are using) and the authorized call-center agents (Siebel CTI
end users). You also specify settings for agents who will use hoteling telesets.
See Specifying Agents and Extensions for Telesets on page 2-34.
I All Agents. View information about all Siebel CTI users (call-center agents and
supervisors), including their agent logins and passwords (for ACD queue) and
associated telesets. See Viewing Agent Data on page 2-40.
I All Extensions. View information about all defined extensions, including their
ACD queue, extension type, and associated telesets. See Viewing Extension
Data on page 2-42.
I Configuration Commands and Events. For a given CTI configuration, specify its
commands and events. See Specifying Commands and Events on page 2-44.
I All Commands. For each command in a configuration, specify its command
parameters and values. See Specifying Command Parameters on page 2-46.
I All Events. For each event in a configuration, specify its event parameters and
values. See Specifying Event Parameters on page 2-48.
I Configuration Explorer. View information about all the elements in the CTI
configuration. See Viewing All CTI Configuration Data on page 2-50.
From several of these views, you can import and export data for CTI configuration
parameters, commands, and events. You can do this in the All Configurations,
Configuration Parameters and Telesets, Configuration Commands and Events, and
Configuration Explorer views. See Importing and Exporting CTI Configuration
Data on page 2-52.
Editing or Creating a CTI Configuration 2
Use the All Configurations view, as shown in Figure 2-2, to edit or create a CTI
configuration.
Figure 2-2. All Configurations View
To edit or create a CTI configuration
1 In the Siebel client, choose Screens Communications Administration CTI
All Configurations to display the All Configurations view.
You can also get to this view by clicking a CTI configuration in the All Telesets,
All Agents, All Extensions, All Commands, or All Events view. If you do this,
note that only a single CTI configuration is listed.
2 To create a new CTI configuration or edit an existing CTI configuration:
I Create a new configuration by doing one of the following:
Click New to create a new configuration record, and enter its name in the
Name field.
Use the commands Edit Add New Record or Edit Insert Record to
create a new configuration record, and enter its name in the Name field.
I For an existing CTI configuration you are editing, click the record for the
configuration to select it.
NOTE: If you are using the Genesys External Router to support calls, transfers,
and conferences between call centers, the configurations name must match the
name of the local Genesys T-Server, as defined in the TServer.cfg file and also as
specified for Middleware Name in this view. For details, see Configuring
Remote Transfers and Conferences on page 4-31.
The following sample configurations are provided with Siebel CTI to support
several middleware/switch combinations. Your installation may include other
configurations.
You can specify the remaining data for the configuration record in either the list
applet or the form applet, as described in the remaining steps of this procedure.
3 Choose the Switch Name and the Middleware Name.
NOTE: If you are deploying an Adaptive CTI driver for a switch or middleware
not supported out of the box by Siebel Systems, you must modify the List of
Values for the Switch Name and Middleware Name fields to put the values
required for your implementation in the associated picklist. To do this, use the
Application Administration screen and the List of Values Explorer view. Modify
the List of Values for the Types called CTI_SWITCHES and CTI_MIDDLEWARE.
Refer to the Siebel Applications Administration Guide.
Configuration Name CTI Middleware Switch
Call Center 1 Genesys T-Server Nortel Meridian
Call Center 2 Genesys T-Server Lucent Definity G3
Call Center 4 Dialogic CT-Connect Lucent Definity G3
Call Center 5 Dialogic CT-Connect Nortel Meridian
Call Center 6 Genesys T-Server Aspect ACD System
Call Center 7 Genesys T-Server Rockwell Spectrum
Call Center 8 Genesys T-Server Siemens Hicom 300E
Call Center 9 Dialogic CT-Connect Generic CSTA Phase II Switch (includes
Siemens Hicom 300E)
4 Specify values for the Middleware Host and Middleware Port fields:
I In the Middleware Host field, specify the name of the host machine on which
the CTI middleware is running.
I In the Middleware Port field, specify the TCP/IP port number that each client
must use to establish a connection with the CTI middleware server.
NOTE: These two fields are not used by Siebel CTI; they are included for
reference purposes only.
Copying or Deleting a CTI Configuration 2
You can copy or delete an existing CTI configuration record.
Copying a CTI Configuration
You can copy an existing CTI configuration record using the Copy Record command
in the Edit menu. Associated configuration parameters, telesets, commands, and
events are not copied. You can import such data (except teleset data) from .ini and
.def files. See Importing and Exporting CTI Configuration Data on page 2-52.
Deleting a CTI Configuration
You can delete an existing CTI configuration. Deleting a configuration deletes from
the database only the configurations record and the associated configuration
parameters. Existing data for telesets, commands, and events for this configuration
will remain in the database. Use the procedure below to delete all associated data.
To delete an existing CTI configuration
1 Back up the configuration data that is associated with the CTI configuration you
plan to delete if you may need any of the data.
Either back up your database or export configuration parameter, command, and
event data. See Importing and Exporting CTI Configuration Data on page 2-52.
2 Delete teleset data:
a Choose Screens Communications Administration CTI All
Configurations.
b Drill down to the Configuration Parameters and Telesets view, then to the All
Telesets view.
c Click to select each existing teleset in the configuration.
d Click Delete, or choose Edit Delete Record, to delete each record.
Associated agent and extension records are also deleted.
3 Delete command and event data:
a Use the history bar to return to the All Configurations view.
b Drill down to the Configuration Commands and Events view.
c Click to select each existing command or event in the configuration.
d Click Delete, or choose Edit Delete Record, to delete each record.
Associated command and event parameter records are also deleted.
4 Delete the CTI configuration:
a Use the history bar to return to the All Configurations view.
b Click to select the CTI configuration you want to delete.
c Click Delete, or choose Edit Delete Record, to delete the record for the
configuration. Associated configuration parameter records are also deleted.
Specifying Configuration Parameters and Telesets 2
Use the Configuration Parameters and Telesets view, as shown in Figure 2-3, to
specify parameters and telesets for your CTI configuration.
The out-of-the-box configurations provide configuration parameters and default
values; these vendor-specific parameters are described in the relevant appendix for
your Siebel-validated CTI middleware. You must specify the teleset data for your call
center.
Figure 2-3. Configuration Parameters and Telesets View
Although much of the CTI configuration data must be specified in the order
presented here, some flexibility applies: You can specify configuration commands
and events before you enter teleset data.
There is a one-to-many relationship between configurations and configuration
parameters and between configurations and telesets.
Configuration Parameters and CTI Drivers
All parameters must be understood by the CTI driver to which the parameter data
is passed:
I Configuration parameters supported by the Siebel-provided CTI drivers are
described in the relevant appendix for your Siebel-validated CTI middleware.
The sample CTI configuration data provided by Siebel Systems may not include
all supported parameters for your CTI driver. You can add a record to the
Configuration Parameters list applet to add any supported parameters you need.
I Custom CTI drivers written for Adaptive CTI must recognize and support the
configuration parameters you require. If you are using a custom CTI driver, you
must create all the parameters in the configuration and assign values to them.
For more information about Adaptive CTI, see Chapter 6, Writing a CTI Driver
for Siebel Adaptive CTI.
To specify configuration parameters and telesets
1 In the Siebel client, choose Screens Communications Administration
CTI Configuration Parameters and Telesets.
You can also get to this view by clicking on a configuration name in the All
Configurations view or in the Configuration Commands and Events view.
2 In the Configurations list applet, click to select the configuration record for
which you are specifying parameters and telesets.
3 In the Configuration Parameters list applet:
a If the configuration does not include all supported parameters you require,
add a record for each such parameter, specifying the parameter name and
parameter value.
b Verify or edit values for all the parameters in your CTI configuration.
c Click the check mark for the Active field to enable or disable a configuration
parameter. A disabled parameter has no effect on the CTI configuration.
4 In the Telesets list applet:
a In the Teleset field, enter labels for the telesets in your call center.
You can provide any sort of name or number for a teleset as long as it is
unique within its configuration; you can use the same teleset name in
multiple configurations.
NOTE: Naming telesets after cubicle or station identifiers avoids problems
that may be associated with naming them after users or extensions, because
multiple users and extensions may be associated with one teleset. If you
implement hoteling, naming hoteling telesets after users or extensions might
be especially confusing; you may choose to name a hoteling teleset after the
host name of the associated hoteling computer. For more information about
hoteling, see Supporting Hoteling on page 4-4.
b In the Host field, specify the name of the computer where the teleset is
located, if the teleset and computer are to be used for hoteling.
The host name you enter will be stored using all uppercase letters.
When you have specified a host name, any agent logging into the Siebel
client on the hoteling computer will also use the associated hoteling teleset.
Associating a host name with a teleset overrides any association of the teleset
with an agent. You can also specify the host name in the All Telesets view.
For details, see Specifying Agents and Extensions for Telesets on page 2-34.
c Enter any desired comments for the telesets.
You can also add comments in the All Telesets view. For details, see
Specifying Agents and Extensions for Telesets on page 2-34.
Specifying Agents and Extensions for Telesets 2
Use the All Telesets view, as shown in Figure 2-4 on page 2-35, to specify agents and
extensions for the telesets in your CTI configuration.
All agents you specify must already have been defined as employees in the Siebel
database. You associate an agent with a teleset in order to authorize the agent to
use the teleset or any hoteling teleset.
There is a many-to-many relationship between telesets and agents and a one-to-
many relationship between telesets and extensions.
NOTE: Each agent in the CTI configuration must be added in the All Telesets view.
This is true even if a given agent will always use a teleset configured for hoteling.
The association of an agent with a teleset is overridden if you associate the host
name of a hoteling computer with the teleset, as described in Specifying
Configuration Parameters and Telesets on page 2-31. For more information about
hoteling, see Supporting Hoteling on page 4-4.
Figure 2-4. All Telesets View
To specify agents and extensions for telesets
All Telesets.
You can also get to this view by clicking on a teleset in the Configuration
Parameters and Telesets, All Agents, or All Extensions view.
I If you get to this view from the Configuration Parameters and Telesets view,
note that only telesets that are part of the current CTI configuration are
displayed.
I If you get to this view from the All Extensions or All Agents view, note that
only one teleset is listedthe teleset with which the currently selected agent
or extension record is associated.
2 In the Telesets list applet, click to select the record for the teleset for which you
are specifying agents and extensions.
You can specify optional teleset data in this applet instead of in the Configuration
Parameters and Telesets view.
3 In the Agents list applet, complete the following:
a In the Employee field, add the names of the employees who are authorized
users of the current teleset.
You can click an existing employee name to drill down to the Employees view
in the Application Administration screen.
NOTE: Multiple agents can be associated with the same teleset, while a single
agent may be associated with multiple telesets.
b Specify the Agent Login and Password that are retrieved from the database
each time an agent logs into the ACD queue. To do this, click to the right of
the Employee name to display a picklist in which you can specify the login
and password.
Also note:
Each agent can be specified for no more than one CTI configuration in the
Siebel database.
If an agents login and password were previously specified for a different
teleset in the same configuration, you must use the agents existing login
and password.
NOTE: For an Aspect switch, Agent Login also represents the number that
other call-center agents dial to reach the agent.
For more information about agent login procedures, see Logging into Siebel
CTI on page 2-72.
c Specify whether the agent should receive Web Call requests originally
submitted by end users of Siebel .COM applications in a Web browser.
Web Call requires Siebel eCollaboration. Call-center agents should be
designated to receive Web Calls or voice calls, but not both. For this reason,
you should associate a Web Call agent with no more than one teleset. For
more information, see Supporting Web Calls on page 4-10.
4 In the Extensions list applet, complete the following:
a In the Extension field, enter extensions for the current teleset.
You can click on an existing extension to drill down to the All Extensions
view.
NOTE: After telesets, agents, and extensions have been specified, each agent
must specify a default extension from those of the telesets with which the
agent is associated. For details, see Specifying CTI Settings in the Options
Dialog Box on page 2-65.
b Choose the ACD Queue number for the extension, as required for the switch.
NOTE: You must modify the List of Values for the ACD Queue field to put the
values required for your call center in the associated picklist. To do this, use
the Application Administration screen and the List of Values Explorer view.
Modify the List of Values for the Type called CTI_ACD_QUEUES. Refer to the
Siebel Applications Administration Guide.
c Choose the Extension Type, as required for the switch:
S stands for standard DN: for all switch types, specify one extension of
this type for each teleset.
A stands for the ACD DN: this extension type is only used for Nortel
Meridian switches.
For detailed information about specifying extensions for each switch type
supported with Siebels out-of-the-box CTI configurations, see the next
section.
Specifying Extensions for Supported Switches
The way you specify extension data varies according to the switch you are using.
Table 2-1 documents how extensions must be specified for each of the switches
supported in Siebels out-of-the-box CTI configurations. You must specify
extensions exactly as shown here.
Table 2-1. Extensions by Switch Type
Switch Name Extension ACD Queue Extension Type
Lucent Definity G3 Specify one extension
per teleset.
Specify any number;
this field is required.
S Standard DN
Nortel Meridian Specify two extensions
per teleset: one of each
type.
Specify any number
(must be the same for
both extensions); this
field can be blank.
S Standard DN
(also called Primary DN)
A ACD DN
(also called Position DN)
Aspect ACD System Specify one extension
per teleset (Aspects
Teleset ID, also called
Instrument ID).
Specify the ACD
queue number; this
field can be blank.
S Standard DN
Rockwell Spectrum Specify one extension
per teleset (the SPID,
also called the
Instrument ID).
Specify the ACD
queue number; this
field can be blank.
S Standard DN
Siemens Hicom 300E Specify one extension
per teleset.
Specify any number;
S Standard DN
Generic CSTA Phase II Switch Specify one extension
per teleset.
Specify any number;
S Standard DN
Viewing Agent Data 2
Use the All Agents view, as shown in Figure 2-5, to view information about the
agents in your CTI configuration or to query the Siebel database to find records
about particular agents.
You dont have to enter data in this view, because it displays data you have already
specified in other CTI configuration views, particularly the All Telesets view.
Figure 2-5. All Agents View
Information is displayed about all agents who are part of any CTI configuration in
the database. Each agent is listed once for each teleset with which the agent is
associated.
For each agent, the All Agents view displays:
I The CTI configuration in which the agent was specified
I The teleset with which the agent is associated
I The agents Siebel login name
I The agents login and password
I Whether the agent is specified to receive Web Call requests through Siebel
eCollaboration
I The agents last name and first name
To view agent data
I In the Siebel client, choose Screens Communications Administration CTI
All Agents.
Viewing Extension Data 2
Use the All Extensions view, as shown in Figure 2-6, to view information about the
extensions in your CTI configuration or to query the Siebel database to find records
about particular extensions.
specified in other CTI configuration views, particularly the All Telesets view.
Figure 2-6. All Extensions View
Information is displayed about all extensions that are part of any CTI configuration
in the database.
For each extension, the All Extensions view displays:
I The name of the CTI configuration in which the extension was specified
I The teleset with which the extension is associated
I The extension number
I The ACD queue for the extension
I The extension type
To view extension data
I In the Siebel client, choose Screens Communications Administration CTI
All Extensions.
You can also get to this view by clicking an extension number in the All Telesets
view. If you do so, note that only extensions that are associated with the current
teleset are displayed.
Specifying Commands and Events 2
Use the Configuration Commands and Events view, as shown in Figure 2-7, to
specify commands and events for your CTI configuration.
For detailed information about working with CTI commands and events, see
Chapter 3, Working with CTI Commands and Events, and see the relevant
appendix for your Siebel-validated CTI middleware.
Figure 2-7. Configuration Commands and Events View
There is a one-to-many relationship between configurations and commands and
between configurations and events.
To specify commands and events for a configuration
Configuration Commands and Events.
You can also get to this view by clicking on a configuration name in the
Configuration Parameters and Telesets view.
2 In the Configurations list applet, click to select the record for the configuration
for which you are specifying commands and events.
3 In the Commands list applet, verify that the commands in your CTI
configuration are defined according to your needs, or create new commands. To
create a new command:
a Add a new record in the Commands list applet.
b Choose the command type (either Command or CmdData) from the picklist.
c Type the command name.
4 In the Events list applet, verify that the events in your CTI configuration are
defined according to your needs, or create new events. To create a new event:
a Add a new record in the Events list applet.
b Choose the event type (EventHandler, EventResponse, or EventLog) from the
picklist.
c Type the event name.
In the following sections, you will specify command and event parameters.
Specifying Command Parameters 2
Use the All Commands view, as shown in Figure 2-8, to specify parameters for the
commands in your CTI configuration.
There is a one-to-many relationship between commands and command parameters.
Figure 2-8. All Commands View
To specify command parameters
1 To display the All Commands view, do one of the following:
I In the Siebel client, choose Screens Communications Administration
CTI Configuration Commands and Events, then click on a command name
in the Configuration Commands and Events view.
Note that only the commands that are part of the current CTI configuration
are displayed.
CTI All Commands.
Note that all commands, in all CTI configurations, are displayed.
2 In the Commands list applet, click to select the record for the command for
which you are specifying parameters. Verify that the command is part of the
desired CTI configuration.
3 In the Command Parameters list applet, verify that the parameters for the current
command are defined according to your needs, or create new command
parameters. To create a new parameter:
a Add a new record in the Command Parameters list applet.
b Choose the parameter name from the picklist.
Available command parameters are documented in Command Definitions
on page 3-19 and CmdData Definitions on page 3-29.
Optionally, for command parameters of type Group, you can type a period
after a parameter name and enter a subname, according to the requirements
for your CTI implementation.
c Type the value for the parameter.
NOTE: If you are deploying an Adaptive CTI driver that must support command
parameters not supported out of the box by Siebel Systems, you must modify the
List of Values for the Parameter Name field to put the values required for your
implementation in the associated picklist. To do this, use the Application
Administration screen and the List of Values Explorer view. Modify the List of Values
for the Type called CTI_COMMAND_NAME. Refer to the Siebel Applications
Administration Guide.
Specifying Event Parameters 2
Use the All Events view, as shown in Figure 2-9, to specify parameters for the events
in your CTI configuration.
There is a one-to-many relationship between events and event parameters.
Figure 2-9. All Events View
To specify event parameters
1 To display the All Events view, do one of the following:
CTI Configuration Commands and Events, then click on an event name in
the Configuration Commands and Events view.
Note that only the events that are part of the current CTI configuration are
displayed.
CTI All Events.
Note that all events, in all CTI configurations, are displayed.
2 In the Events list applet, select the record for the event for which you are
specifying parameters. Verify that the event is part of the desired CTI
configuration.
3 In the Event Parameters list applet, verify that the parameters for the current
event are defined according to your needs, or create new event parameters. To
create a new parameter:
a Add a new record in the Event Parameters list applet.
b Choose the parameter name from the picklist.
Available event parameters are documented in EventHandler Definitions
on page 3-33, EventResponse Definitions on page 3-37, and EventLog
Definitions on page 3-47.
Optionally, for parameters of type Group, you can type a period after a
parameter name and enter a subname, according to the requirements for
your CTI implementation.
c Type the value for the parameter.
NOTE: If you are deploying an Adaptive CTI driver that must support event
parameters not supported out of the box by Siebel Systems, you must modify the
List of Values for the Parameter Name field to put the values required for your
implementation in the associated picklist. To do this, use the Application
Administration screen and the List of Values Explorer view. Modify the List of Values
for the Type called CTI_EVENT_NAME. Refer to the Siebel Applications
Viewing All CTI Configuration Data 2
Use the Configuration Explorer view, shown in Figure 2-10 on page 2-51, to view
information about all the elements of your CTI configuration.
The Configuration Explorer view displays CTI configuration data in a hierarchical
format, similar to that of Microsoft Windows Explorer. This view comprises a tree
(explorer) applet on the left and a list applet on the right. The tree applet on the left
is read-only in this view. For more information about working with tree applets,
refer to Using Siebel Applications.
NOTE: The Configuration Explorer view is not available in Siebel Thin Client for
Windows, which does not support the tree applet type.
specified in other CTI configuration views.
Figure 2-10. Configuration Explorer View
Importing and Exporting CTI Configuration Data
To view CTI configuration data
Configuration Explorer.
The Configuration Explorer view is displayed. Any item in the tree applet that is
preceded by a plus sign (+) may contain other configuration items. For example,
configurations contain commands, which in turn contain parameters.
2 Click the plus sign to expand an item and reveal its contents or associated
records.
Detailed information is displayed in the relevant list applet on the right.
Importing and Exporting CTI Configuration Data 2
Siebel CTI provides mechanisms for moving CTI configuration data between the
database and ASCII text files. These mechanisms are offered to:
I Help administrators upgrade their CTI implementations from version 4.x
I Help administrators move configuration data between databases or between CTI
configurations within the same database
I Allow administrators to edit or enter data in text files rather than in the
configuration views
Import and Export Options 2
The import and export options are as follows:
I Import CTI configuration data into the database from an .ini file, a .def file, or
both.
I Export CTI configuration data from the database to an .ini file, a .def file, or both.
NOTE: Using the Import and Export features, you can transfer all CTI configuration
data from one configuration to another except data about telesets, which includes
data about agents, extensions, and, optionally, host names of hoteling computers.
Importing CTI Configuration Data 2
To upgrade a version 4.x CTI implementation, you must import data from the .ini
and .def files into the database. For more information about upgrading, see
Upgrading Siebel CTI from a Previous Version on page 2-13. For more information
about the .ini and .def file formats, see CTI .ini and .def Files on page 2-57.
You can also use .ini and .def files to import data that you previously exported from
another configuration or another databasefor example, from a test database into
your production Siebel database.
NOTE: The Import feature described in this section is unrelated to the Import
command in the File menu.
To import CTI configuration data
All Configurations.
Alternatively, you can display the Configuration Parameters and Telesets,
Configuration Commands and Events, or Configuration Explorer view.
2 Click the configuration record for which you want to import data.
Caution: When you import CTI configuration data, existing data of
the same type is first deleted from the database, for the current
configuration. Canceling an import operation may leave partial data
in the database, which would be deleted upon a subsequent import
operation. In order to be able to recover your CTI configuration data
in the event of data loss such as this, you should either back up the
database tables or export the old CTI configuration data to files
before you import new data.
3 Click Import, which appears at the top of the view.
The Import CTI Configuration Data dialog box appears; it contains two import
options.
I Import CTI configuration parameters. Imports .ini file data. This data will
appear in the Configuration Parameters list applet in the Configuration
I Import CTI configuration commands and events. Imports .def file data. This data
will appear in the Configuration Commands and Events view, All Commands
view, and All Events view.
4 Click the applicable check boxes named in Step 3 to specify whether you are
importing one or both kinds of data, and specify the names of the source files.
5 Click OK to import.
A dialog box appears; it displays the import status and allows you to cancel the
operation in progress.
Exporting CTI Configuration Data 2
Exporting CTI configuration data from the database into a file can make it easier to
review your configuration settings, as you might want to do before putting your
system into production or when consulting with Siebel Technical Support. Or you
can choose to edit your configuration data in text files and reimport later.
NOTE: The Export feature described in this section is unrelated to the Export
command in the File menu.
To export CTI configuration data
All Configurations.
Alternatively, you can display the Configuration Parameters and Telesets,
Configuration Commands and Events, or Configuration Explorer view.
2 Click the configuration record from which you want to export data.
3 Click Export, which appears at the top of the view.
The Export CTI Configuration Data dialog box appears; it contains two export
options.
I Export CTI configuration parameters. Exports .ini file data. This data can be
viewed in the Configuration Parameters list applet in the Configuration
I Export CTI configuration commands and events. Exports .def file data. This data
can be viewed in the Configuration Commands and Events view, All
Commands view, and All Events view.
4 Click the applicable check boxes named in Step 3 to specify whether you are
exporting one or both kinds of data, and specify the names of the destination
files.
5 Click OK to export.
A dialog box appears; it displays the export status and allows you to cancel the
operation in progress.
CTI .ini and .def Files 2
CTI .ini and .def files containing configuration data pertinent to specific CTI
middleware vendors are installed in the bin subdirectory of the Siebel installation
directory for the Siebel dedicated client or for the Siebel Server.
CTI configuration parameter values are stored in .ini files, while settings for
commands and events are stored in .def files. (Teleset, agent, and extension data is
not stored in these files.)
The .ini and .def files also include comments about parameter, command, and event
definitions, some of which may be useful for you to refer to.
NOTE: In version 5.x and later, Siebel CTI does not directly use the .ini and .def files;
they are samples only. The CTI middleware vendor-specific .ini and .def files were
used for configuring CTI in version 4.x of the Siebel applications. For more
information about moving existing data from .ini and .def files into the Siebel
database using the Import and Export features, customers upgrading from version
4.x should see Upgrading Siebel CTI from a Previous Version on page 2-13.
File Formats for .ini and .def Files
The CTI .ini and .def files are text files that employ the Microsoft Windows .ini file
format:
I The names in brackets ([ ]) identify how each group of parameters will be used.
Each bracketed name is followed by lines containing names and values for
parameters.
I Any lines preceded by a semicolon (;) are not in effect and may contain
explanatory comments.
If you need to manually prepare a file for import, you can export a file of the same
type containing preconfigured CTI data to check that your import file uses the
correct format.
Format for .ini Files
Each .ini file includes lines like the ones in the following example, from a
configuration for Genesys T-Server with a Lucent switch. Setting, Driver, and
Dialing are groupings of configuration parameters. The other lines contain names
and values of specific configuration parameters.
The example below is not comprehensive. The data corresponding to an .ini file is
accessed through the Configuration Parameters and Telesets view. For more
information about configuration parameters, see the relevant appendix for your
Siebel-validated CTI middleware.
[Setting]
UpdatePhoneStatusTable="TRUE"
AutoLogin="FALSE"
[Driver]
Server="default"
OleObjectName="DesktopToolkitOLE_COM.App.51"
LogFileName="genesys.log"
Use1StepTransfer="FALSE"
IsSiemens="FALSE"
HasAgentBusy="FALSE"
HasDisconnect="TRUE"
HasAnswer="TRUE"
HasHold="TRUE"
HasForward="TRUE"
BackupServer="backup"
[Dialing]
Filter.Rule1="650295->"
Filter.Rule2="650->9"
Filter.Rule3="->91"
Format for .def Files
Each .def file includes lines like the ones in the following example, from a
configuration for Genesys T-Server with a Lucent switch. Command and CmdData
are command types. EventHandler, EventResponse, and EventLog are event types.
The other lines contain names and values of parameters for the specific commands
and events included here.
The example below is not comprehensive. The data corresponding to a .def file is
accessed through the Configuration Commands and Events, All Commands, and All
Events views. For more information about commands and events, see the relevant
[Command:MakeCallToPhone]
CmdData="MakeCallToPhone"
Description="Make Call to "{@Phone}""
DeviceCommand="MakeCall"
Hidden="TRUE"
Order="1"
[CmdData:MakeCallToPhone]
AttachContext="TRUE"
OnEditControl="TRUE"
Param.CallNotifyText="Call from {@UserName}..."
Param.PhoneNumber="{@Phone:PhoneTypeLookup}"
RequiredField.@Phone="?*"
[EventHandler:InboundCallReceived]
DeviceEvent="EventRinging"
Filter.ANI="*"
Order="7"
Response="OnInboundCallReceived"
[EventResponse:OnInboundCallReceived]
FindDialog="Service Request"
FindField.CSN="Ask Caller"
Log="LogIncomingCallContactNotFound"
MultiView="Contact List View"
QueryBusComp="Contact"
QueryBusObj="Contact"
QuerySpec="'Work Phone #'='{ANI}'"
SingleLog="LogIncomingCallContactFound"
SingleView="Service Contact Detail View"
[EventLog:LogIncomingCallContactFound]
AfterCall.'ACD Call Duration'="{@CallDuration}"
BusComp="Action"
BusObj="Action"
Display="TRUE"
LogField.'Account Id'="{Contact.'Account Id'}"
LogField.'Contact Id'="{Contact.Id}"
LogField.Comment="{ConnID}"
LogField.Description="Inbound call"
LogField.Type="Call - Inbound"
Working with Call-Center Status Data
Working with Call-Center Status Data 2
System administrators and call-center administrators can display status data about
the telesets in use by all agents running CTI-enabled Siebel applications. Status data
is displayed in the Telephone Status Administration view, as shown in Figure 2-11.
Figure 2-11. Telephone Status Administration View
Viewing Teleset Status Data 2
This section describes how to display the Telephone Status Administration view in
order to view call-center status data.
The Telephone Status Administration view displays:
I The extension each agent is using
I The CTI configuration in which the extensions teleset is defined
I The agents name and ID number
I The duration of the current call
I Whether the agent is in a Not Ready or Busy state, or currently talking
The Call Duration field is a calculated field based on comparing the local current
time on the current users machine to the calls start time, recorded in the database.
NOTE: In the Telephone Status Administration view, the values displayed in the Call
Duration field will be accurate only to the extent that the system time is
synchronized between the various computers used in the call center. Specifically,
the system time for the local machines of call-center administrators or managers
displaying the Telephone Status Administration view should be synchronized, to the
second, with the system time for the local machines of the agents taking calls.
To view teleset status data
Telephone Status.
2 Click Refresh to update the displayed data.
Modifying How Teleset Status Data Is Displayed 2
You can configure the way call-center status data is to be logged for display in the
Telephone Status Administration view. To do so, create or modify EventLog entries
in the CTI configuration views. For more information, see EventLog Definitions
on page 3-47.
Call-center status data is logged for display in the Telephone Status Administration
view only if the Setting:UpdatePhoneStatusTable configuration parameter is set to
TRUE. In the Siebel-provided CTI configurations, this parameter is set to TRUE by
default. For more information, see the description for this parameter in the relevant
Distributing Teleset or Other Status Data to Agents 2
Call-center administrators may want to distribute call-center statistics from the
switch or CTI middleware to call-center agents for display in the message broadcast
area of the Siebel client. For example, it may be useful for an agent to know how
long a call has been in an ACD queue before taking the call, how many calls are
currently in an ACD queue, or the average talk time for a call.
Consult the documentation for your switch or CTI middleware for information
about how call-center statistics may be retrieved. You configure message
broadcasting in the Message Broadcasting Administration view, located in the
Communications Administration screen. For more information, refer to the Siebel
Applications Administration Guide.
End-User Client CTI Configuration
End-User Client CTI Configuration 2
A Siebel CTI administrator performs most of the CTI configuration steps. For out-
of-the-box CTI configurations and customized CTI configurations that you may
implement, end users may be able to start using CTI very quickly, without
performing any configuration steps. However, depending on your business
requirements, your end users may need to perform certain configuration steps or
may choose to set certain preferences. These options are described here.
Editing the .cfg File 2
Even though the .cfg file contains only two CTI-related options, the CTI
administrator should probably edit and distribute a modified version of the .cfg file
for end users to copy into their Siebel installation, so they do not have to edit their
own .cfg file.
For Siebel Thin Client for Windows, the .cfg file must be updated for each Siebel
Server on which the Application Object Manager is running. No updates are
required for end-user client machines. For more information, see Enabling CTI for
Siebel Clients on page 2-17.
Specifying CTI Settings in the Options Dialog Box 2
A CTI tab in the Options dialog box, available from the View menu, contains several
settings that users may need to modify, depending on the needs of your business or
on the users preferences. The CTI options are shown in Figure 2-12.
Preferences are saved for each user, enabling multiple Siebel users to run the same
installed Siebel client software (dedicated client or Siebel Thin Client for Windows)
with different preferences in effect for each user.
Figure 2-12. CTI Tab on Options Dialog Box
The options in the CTI tab are as follows:
I Receive screen pop. If a Siebel CTI user should not be the recipient of screen pops
upon telephony events, such as taking a new or transferred call, the user can
clear this option to disable receiving screen pops.
If this option is not checked, no screen pops will be received. By default, each
Siebel CTI user receives screen pops.
I Send screen pop. When this check box is checked, attaching Siebel client context
data is enabled for call transfers, call conferences, and internal calls placed by
the Siebel CTI user.
If this option is not checked, context data will not be attachedno screen pops
will be sent. By default, each Siebel CTI user sends screen pops.
NOTE: Whether a screen pop is sent is also subject to the AttachContext
command data parameter of the command the agent used (for Genesys and
Dialogic configurations).
For more information about requirements for screen pops, see EventResponse
I Bring Siebel to front: On CTI events. This option specifies whether the Siebel client
window should move to the front of the screen on a CTI event, such as the phone
ringing. The window is also restored if it is minimized.
By checking this option, the agent can make sure that the Siebel application
window will be displayed when it is neededto use the CTI toolbar or other
features, or to view screen pops. Otherwise, the Siebel client window may
remain minimized or hidden behind another window. Screen pops, if they are
enabled, will still occur. By default, the Siebel client is brought to the front on a
CTI event.
I Bring Siebel to front: Only on matching events. This option, available only when the
option Bring Siebel to front: On CTI events is checked, specifies whether the
Siebel client window should move to the front only when the CTI event
(EventHandler definition) is for one particular instance of the Siebel application.
You can use this option when running multiple instances of the Siebel client,
such as when each uses a different database. For example, if the call center
supports multiple languages, some agents could be configured to run multiple
instances of the Siebel application, each of which uses a database containing
data in a different language. In this situation, a given CTI event such as a phone-
ringing event for an inbound call may be appropriate to only one language. This
option allows Siebel CTI to display the appropriate instance of the Siebel
application based on EventHandler configuration.
For Siebel CTI to be able to distinguish between events for this purpose, your
call center must be configured to be able to separate or identify calls for each
language. If no CTI event matches the call center configuration, the Siebel client
will not be brought to the front.
For more information, see Handling the Phone-Ringing Event on page 3-35
and see Supporting Multiple Instances of the Siebel Client on page 4-27.
I Embed CTI bar. This option lets the agent specify if the CTI toolbar will be
embedded below the main toolbar and the history bar, or if it will be in floating
or docked mode. The CTI toolbar is embedded by default.
For more information about supported display modes, see CTI Toolbar Display
Modes on page 2-76.
NOTE: For Siebel Thin Client for Windows, the CTI toolbar is always embedded.
I Enable sound. This option lets the agent specify if a sound file will play when a
call arrives. You can also specify which sound file to play. For example, you can
specify Ringin.wav or another file.
If you specify the filename only, the Siebel client looks for the file in the bin
subdirectory of the Siebel dedicated client installation directory (by default,
C:\Siebel). Or you can specify the full path for the file, to be sure the correct file
is located.
When a call comes in, if no .wav file is specified or the specified file does not
exist, the computer may beep. By default, no sound file plays when a call
arrives.
NOTE: For Siebel Thin Client for Windows, Enable sound is not supported.
I Auto-login to call center at startup. With this option checked, an agent
automatically logs into the call centers ACD queue when the agent starts the
Siebel client or connects to a Siebel database. When the CTI system is up and
running in a production environment, auto-login can make it easier for your
users to begin receiving calls from the ACD queue.
Agents who are authorized users for more than one teleset may be best advised
not to use auto-login, so they can verify which extension they are using before
logging in.
NOTE: Generally, end users should change this setting only at the direction of the
system administrator or call-center administrator.
Automatic login behavior is also subject to the setting of the Setting:AutoLogin
configuration parameter. For more information, see the automatic login section
under Logging into Siebel CTI on page 2-72. Also see the description of the
Setting:AutoLogin configuration parameter in the relevant appendix for your
Siebel-validated CTI middleware.
I Extension. In this field, an agent specifies to the CTI middleware the preferred,
or default, teleset extension to use.
Generally, the available extensions to choose from will be those of the telesets
to which the agent is assigned and will have been specified when the teleset,
agent, and extension data was entered in the CTI configuration views. If the
agent is using a computer associated with a hoteling teleset, the available
extensions are those of the associated hoteling teleset. Fore more information,
see Specifying Configuration Parameters and Telesets on page 2-31.
For all switch types, one extension (of type S, for standard DN) is listed for each
teleset the agent is assigned to. For more information, see Specifying Agents
and Extensions for Telesets on page 2-34.
If an agent is associated with one teleset only, only one extension is listed, and
the agent cannot change it.
After changing the preferred extension, the Siebel application prompts the agent
as to whether the new extension should take effect immediately. When the new
extension is in effect, the agent can perform all standard Siebel CTI functions
from this extension.
If the agent does not want the new extension to take effect immediately, the
agent is notified that the new extension will take effect the next time the agent
logs into the Siebel database or starts the Siebel application.
Customizing the CTI Toolbar 2
End users can customize the CTI toolbar to add or remove buttons, according to
their needs.
End users can also add CTI buttons to the main toolbarfor example, some end
users for Siebel applications may need a Make Call button on the main toolbar and
may not require the CTI toolbar at all.
End-user customization of the CTI toolbar is performed through the Customize
dialog box, available in the View menu. The Customize dialog box is shown in
Figure 2-13. Generally, end users should customize the CTI toolbar only at the
direction of the system administrator or call-center administrator.
Advanced customization, such as creating new toolbar buttons and associating CTI
commands with them, or changing the command associated with a toolbar button,
can be performed by using Siebel Tools and by defining commands in the CTI
configuration. For more information about customizing the CTI toolbar, see
Configuring the CTI Toolbar, CTI Menu, and Shortcut Menu on page 4-18. See
also the relevant chapters in the Siebel Tools Guide.
NOTE: The Customize dialog box is not supported for Siebel Thin Client for
Windows.
Figure 2-13. CTI Commands in Customize Dialog Box
End-User Client CTI Operation
End-User Client CTI Operation 2
This section describes end-user client operation for Siebel CTI. The controls for CTI
operations that are actually available to your end users will depend on your Siebel
CTI implementation; some capabilities vary according to the underlying
middleware/switch you are using.
Starting the Siebel Client with CTI or CTI Simulation 2
The Siebel client can be started with CTI or the CTI Simulator. For more information
about enabling CTI or CTI simulation in the Siebel dedicated client or in Siebel Thin
Client for Windows, see Enabling CTI for Siebel Clients on page 2-17.
For more information about Siebel Thin Client for Windows, refer to Siebel Client
Installation and Administration Guide.
Starting with CTI
When the Enable parameter is set to TRUE in the [CTI] section of the applicable .cfg
file, CTI is enabled when a user runs any of the Siebel eBusiness Applications. This
is the standard way to access CTI in a production environment. CTI is enabled for
Siebel Thin Client for Windows users connected to an Application Object Manager
on which CTI is enabled.
Even if the Enable parameter in the [CTI] section of the .cfg file is set to FALSE, CTI
can be enabled either by using the /CTI command-line flag or by configuring the
start-up file for browser-based versions of Siebel Thin Client for Windows.
Starting with CTI Simulation
CTI is simulated when a user runs a demonstration version of one of the Siebel
eBusiness Applications. You can run Siebel Call Center Demo, Siebel Service Demo,
Siebel eMail Response Demo, or another demo Siebel application that uses the CTI
Simulator. The CTI Simulator works only for configurations using Genesys T-Server
CTI middleware. For more information, see Appendix E, Using the Siebel CTI
Simulator.
When you run a demo application, you are connected to the sample database as a
prespecified demo userfor example, the Siebel Call Center demo user is
CCONWAY. The CTI Simulator can be enabled either by using the /CTISIM
command-line flag or by configuring the start-up file for browser-based versions of
Siebel Thin Client for Windows. When you run the CTI Simulator, the setting of the
Enable parameter in the .cfg file is ignored.
Logging into Siebel CTI 2
Call-center agents can log into Siebel CTI either automatically or manually, in order
to log into the call centers ACD queue. In either case, information for ACD queue,
agent login, and password is automatically retrieved from the CTI configuration
data in the Siebel database (unless the LogIn command has been customized to use
data differently).
However you log in, you can always log out using the Log Out button on the CTI
toolbar and log back in using the Log In button. Exiting the Siebel client logs you
out of the ACD queue.
NOTE: Logging into Siebel CTI is not necessary for agents or other employees who
are not designated to receive inbound calls from an ACD queue, but who still need
to use Siebel CTI features such as the CTI toolbar, screen pops, and so on.
For more information, see Specifying CTI Settings in the Options Dialog Box on
page 2-65, and see the description of the Setting:AutoLogin configuration parameter
in the relevant appendix for your Siebel-validated CTI middleware.
Automatic Login
With automatic login, after starting the Siebel client, the end user is automatically
logged into the ACD queue. Auto-login can be either enabled for all users or enabled
only for individual agents.
When auto-login is in effect, using the Connect command in the File menu in order
to log into a different Siebel database, or in order to change the Siebel login you are
using, logs you out of the ACD queue and then automatically logs you in again.
NOTE: In Siebel Thin Client for Windows running in a browser, choosing the
browsers Refresh command displays the Siebel login dialog box. In the stand-alone
Siebel Thin Client for Windows, you must exit and restart the application.
The Auto-login feature in the Options dialog box relates to the Setting:AutoLogin
configuration parameter as follows:
I If Setting:AutoLogin is set to FALSE (the default setting in the sample
configurations), then auto-login is disabled for all users who have not previously
selected or deselected the Auto-login feature in the Options dialog box.
In this case, a new Siebel CTI user can activate auto-login by checking the
Auto-login check box. From then on, the users preference overrides the setting
of the configuration parameter.
I If Setting:AutoLogin is set to TRUE, then auto-login is in effect for all users who
have not previously selected or deselected the Auto-login feature.
In this case, a new Siebel CTI user can disable auto-login by unchecking the
Auto-login check box. From then on, the users preference overrides the setting
of the configuration parameter.
Manual Login
With manual login, after starting the Siebel client, the end user clicks the Log In
button on the CTI toolbar in order to log into the ACD queue. Auto-login must be
disabled for all users or for the individual user.
When manual login is in effect, using the Connect command in the File menu in
order to log into a different Siebel database, or in order to change the Siebel login
you are using, logs you out of the ACD queue and you must log in again manually.
NOTE: In Siebel Thin Client for Windows running in a browser, choosing the
browsers Refresh command displays the Siebel login dialog box. In the stand-alone
Siebel Thin Client for Windows, you must exit and restart the application.
Using the CTI Toolbar 2
The CTI toolbar, which is usually displayed at the top of the CTI-enabled Siebel
client, contains several buttons that execute CTI commands, and contains display
fields and entry fields.
To display or hide the CTI toolbar
I Choose View CTI Bar.
For more information about CTI toolbar display options, see CTI Toolbar
Display Modes on page 2-76.
Controls in the CTI Toolbar
The CTI toolbar contains the following controls:
I The buttons in the CTI toolbar, shown in Figure 2-14 on page 2-75, enable the
CTI soft phone capabilities such as making a call, answering a call, initiating
or completing transfers and conferences, setting ready state, and so on.
I The Phone # field is where an agent can enter a telephone number to initiate an
outbound call, or a transfer or conference.
I Other fields display information about how long a call has been in the ACD
queue and how long an agent has been on a call. This information is displayed
only if it can be retrieved from the switch.
Online Help contains information about how to use each of the controls in the CTI
toolbar.
The toolbar buttons, like those in other Siebel toolbars, use ToolTips, which specify
each button name or describe what each button will do if selected. Text for some of
the ToolTips is context-sensitive. ToolTip text can be configured in the CTI
configuration views. The CTI toolbars buttons correspond to some of the
commands listed in the Configuration Commands and Events view.
End users can customize the CTI toolbar, such as to add or remove command
buttons, using the Customize dialog box. For more information, see Customizing
the CTI Toolbar on page 2-70.
The Siebel administrator or configurator can customize the CTI toolbar, such as to
modify the command a button invokes or add buttons for new commands. For more
information, see Configuring the CTI Toolbar on page 4-18.
Figure 2-14. CTI Toolbar Buttons (Default)
Make Call
Accept Call
Release Call
Mute Transfer
Consultative Transfer
Complete Transfer
Retrieve Call
Conference Transfer
Complete Conference
Hold Call
Resume Call
Call Forwarding
Cancel Call Forwarding
Log In
Log Out
Not Ready State
Web Call
CTI Toolbar Display Modes
The CTI toolbar has three display modes:
I Embedded at the top of the Siebel client window (below the other toolbars), as
shown in Figure 2-15. This is the default display mode.
I Floating like a dialog box, as shown in Figure 2-16.
I Docked to one of the four edges of the screen.
NOTE: The Phone # field and the other fields do not appear in a vertically docked
toolbar, or in a horizontally docked toolbar that is not full-screen width.
Figure 2-15. CTI Toolbar (Embedded)
CTI toolbar
Figure 2-16. CTI Toolbar (Floating)
To change the CTI toolbar between embedded and floating/docked
I In the CTI tab in the Options dialog box, click the Embed CTI bar check box.
To dock the floating CTI toolbar
I Drag the floating toolbar to any of the four edges of the screen.
To move the floating CTI toolbar without docking it
I Press the CTRL key when you drag the floating toolbar. Even if you move it near
the edge of the screen, it will not dock.
To specify Always on Top, Auto Hide, or Hide for the CTI toolbar
I Right-click the floating or docked toolbar, and choose from the shortcut menu.
The CTI toolbars last position, Show/Hide status, and embedding status are
retained when you exit and restart the Siebel client.
Using the CTI Menu 2
The CTI menu, which is found to the left of the Help menu in a CTI-enabled Siebel
application, contains several CTI commands for your agents. Some of the
commands may correspond to buttons in the CTI toolbar.
The CTI menu options vary according to the CTI configuration in effect. You can
customize the content and functioning of the CTI menu by working with the CTI
commands in the All Commands view. For more information about the CTI
configuration views, see Specifying CTI Configuration Settings on page 2-23. For
information about commands that you use in configuring the CTI menu, see
Command Definitions on page 3-19 and see the relevant appendix for your Siebel-
validated CTI middleware.
For information about how a Siebel administrator or configurator can customize the
CTI menu, see Configuring the CTI Menu and the Shortcut Menu on page 4-24.
Context Sensitivity 2
Agents can initiate several CTI operations that extract phone numbers from Siebel
database records, such as those for contacts or service requests, in order to make
calls. Such operations may be initiated using context-sensitive CTI controls in the
CTI toolbar, the CTI menu, or the shortcut menu that is accessed by right-clicking
certain types of records. Command behavior is defined in CTI commands in the CTI
configuration views.
For information about how a Siebel administrator or configurator can customize the
CTI commands in the shortcut menu, see Configuring the CTI Menu and the
Shortcut Menu on page 4-24.
Online Help 2
End users can access the Online Help for information about the client controls
available to them in the Siebel application.
You can customize the Online Help for your Siebel CTI implementation. For details,
refer to the Siebel Help Developers Guide, which is available on SupportWeb.
Working with CTI Commands and Events
3
CTI Definition Data in the Database . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Testing Genesys Configurations with the CTI Simulator . . . . . . . . . . . . . . 3-5
Command and Event Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Using Character-Field Macros . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Macro-Expansion Syntax Elements . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Macro Expansion with Phone Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
Macros for Command/Event Parameters . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
Macro-Expansion Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15
Types of Command and Event Definitions . . . . . . . . . . . . . . . . . . . . . . 3-17
CTI Command Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17
CTI Event Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-18
Command Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19
Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-20
Example for Genesys and CTI Simulator . . . . . . . . . . . . . . . . . . . . . 3-24
Primary Phone Field Property in Business Components . . . . . . . . . . 3-25
Special Commands Not Specific to Middleware . . . . . . . . . . . . . . . . . . . .3-26
CmdData Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29
CmdData Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29
Example for Genesys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-31
Example for Genesys and CTI Simulator . . . . . . . . . . . . . . . . . . . . . 3-32
EventHandler Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33
EventHandler Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-34
Handling the Phone-Ringing Event . . . . . . . . . . . . . . . . . . . . . . . . 3-35
EventResponse Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-37
EventResponse Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-39
EventLog Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-47
EventLog Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-47
Chapter Overview
Chapter Overview 3
This chapter explains how to customize the commands and events in your Siebel
CTI configuration to serve your business needs. You can customize command or
event definitions, for example, to attach different types of data to incoming,
outgoing, or transferred calls.
There are two major aspects of customizing CTI:
I You can customize the way Siebel CTI handles events received from the CTI
middleware. For example, an event could be a call that is received by your switch
and routed to an agent.
I You can customize commands that are to be sent from Siebel CTI to the CTI
middleware.
A CTI data set defines the commands and events and associated data passing
between your CTI middleware and the CTI-enabled Siebel client. Commands and
events have attributes and corresponding data. Data set attributes can be supplied
and examined by external call control tables, campaign manager modules,
predictive dialers, voice response units, and call routers.
Attribute names are such things as DNIS, CallerID/ANI, Queue, and Priority. Each
attribute has associated data; for instance, the ANI attribute could have the data
650-295-5300, the telephone number for the caller or for the callers organization.
For examples, view the Siebel CTI log file for your middleware, for example
Genesys.log.
Each type of CTI event generated by a phone device has a unique name and an
associated data set. Each event can be handled individually by the call center.
Similarly, each CTI command the Siebel client sends to the CTI middleware
(through the CTI driver) can accept parameter strings and data sets.
For example, a call-transfer command can, along with the transfer extension
parameter, accept any data set. When transferring a call, the data set might include
a service request ID or context information for the agents current Siebel view.
When performing the call transfer, Siebel CTI attaches the data set to the call and
sends it over the network to the Siebel client of the agent receiving the transferred
call. The Siebel client of the agent who receives the call may also display a screen
pop, causing the current Siebel view to be displayed with the current record, such
as a service request.
Chapter Overview
CTI Command and Event Flow on page 1-13 describes the flow of commands and
events in a Siebel CTI implementation. For a high-level illustration, see Figure 1-2
on page 1-13.
CTI Definition Data in the Database 3
The Siebel database contains Siebel CTI configuration data that determines how CTI
is integrated with your Siebel application. Along with defining configuration
parameters, the CTI configuration data:
I Defines how the Siebel client will handle CTI events received from the CTI
middleware
I Defines how CTI user commands will be generated and sent to the CTI
middleware
I Defines the appearance and availability of CTI commands in the CTI menu and
the shortcut menu in the Siebel clientby specifying hot keys, CTI menu
command titles, menu item sequence, and so on
NOTE: The events recognized by the CTI driver, and the commands supported by the
CTI driver, are a subset of those supported by the CTI middleware. For the
supported configuration parameters, events, and commands, see the relevant
To customize the CTI configuration, you must understand your call centers
workflow model, as well as the key business objects for your Siebel application.
You customize CTI features by editing or entering data in a series of CTI
configuration views in the Siebel client, as described in Specifying CTI
Configuration Settings on page 2-23. You specify command and event names in the
Configuration Commands and Events view, and specify command and event
parameters in the All Commands and All Events views.
Chapter Overview
Testing Genesys Configurations with the CTI Simulator 3
For some examples in this chapter, the note CTI Simulator indicates an example that
you can try using CTI simulation. The CTI Simulator is supported only for
configurations using Genesys T-Server CTI middleware. Use the CTI Simulator to
test your configuration before you deploy it. For more information, see Appendix E,
Using the Siebel CTI Simulator.
Command and Event Definitions 3
This section lists the types of commands and events supported by Siebel CTI,
describes the field types for supported command/event parameters, describes how
wildcard characters may be used in parameter values, and notes the form in which
parameters are defined in commands or events.
Types of Commands and Events
The following types of commands and events are defined in a CTI configuration:
I Commands. Siebel CTI supports two types of command definitions:
I Command
I CmdData
I Events. Siebel CTI supports three types of event definitions:
I EventHandler
I EventResponse
I EventLog
CTI configuration data can contain multiple definitions from each type, but each
definition must have a unique name within its type. For details, see Types of
Command and Event Definitions on page 3-17.
Try This

Chapter Overview
Field Types for Command and Event Parameters
Parameters for each type of command or event use one of the following field types:
I Characters (letters, numerals, _ (underscore), and special characters used in
macro-expansion)
Macro expansion can be used in fields of character type, as described in the
section Using Character-Field Macros on page 3-8. You can also use the
macros described in the section Macros for Command/Event Parameters on
page 3-11.
I Group of subparameters (of character type)
For instance, if you have parameters called Filter.A and Filter.B, A and B are
subparameters of the group parameter Filter.
I Multi-value (of character type)
Multi-value parameters can be defined more than once in a command or event
definition; each instance would have a different value.
I Boolean (allowable values are TRUE and FALSE)
I Numeric (numerals 09)
Wildcard Characters
The wildcard characters * (matching zero or more characters) and ? (matching
exactly one character) can be used within CTI command/event parameter values.
Use the wildcard characters to perform pattern matching on CTI event data field
values or on Siebel database field values. Such matching may help determine which
Siebel CTI command or event is to be invoked. For example, you can use ?* to match
one or more characters, when the corresponding field value must not be empty.
NOTE: The characters * and ? do not function as wildcards for CTI command/event
parameters that pass parameters to a Siebel business service, a Siebel SmartScript,
or a Siebel VB or Siebel eScript script.
Chapter Overview
Defining Commands and Events
Each CTI command and event definition has a name and includes a set of
parameters, for which values are specified. Valid types of commands and events,
with descriptions of their supported parameters, are described later in this chapter.
When you define a command or an event, its parameters must be specified in a form
similar to what is shown in Table 3-1.
Table 3-1. Command/Event Parameter Forms
Parameter Name Parameter Value
SingleParam1 Param1Value1
MultiValueParam2 Param2Value1
MultiValueParam2 Param2Value2
GroupParam3.SubParam1 Param3Value1
GroupParam3.SubParam2 Param3Value2
Using Character-Field Macros
Using Character-Field Macros 3
Some parameter values in command or event definitions can contain macro-
expansion characters, which allow the actual values of those fields to be calculated
based on contextual data such as the current business component.
For information about macros that represent useful run-time values such as the
current agents login or a hoteling agents extension, see Macros for Command/
Event Parameters on page 3-11.
For examples illustrating macros and macro-expansion, see Macro-Expansion
Examples on page 3-15.
Macro-Expansion Syntax Elements 3
Macro expansion uses the following syntax elements:
I Brackets ([ ]) contain field names from the record that is currently selected in
the Siebel applicationfor example, a record displayed in a pop-up window.
I Braces ({ }) contain field names from the current business object, business
component, call, or session data.
I A colon (:) following a field name functions as a separator to introduce
modifying keywords or numeric ranges that determine what data to extract and
substitute. For more information, including supported keywords, see Macro
Expansion with Phone Numbers on page 3-9.
I The escape character (\) allows you to place a literal bracket, brace, or colon in
a value without its being subject to macro expansion.
Macro Expansion with Phone Numbers 3
Macro expansion provides many options for retrieving and manipulating phone
number data for use with CTI commands or events. The macro @Phone is often
used to retrieve a phone number; for a detailed description of this macro and its
encoded logic, see Table 3-2 on page 3-11. Alternatively, you can explicitly specify
the name of a field from which to extract phone number data.
For information about international phone number formatting, refer to the Siebel
Applications Administration Guide.
You can use the following special macro-expansion features when retrieving phone
number data:
I A keyword to specify how to apply dialing filters to the field value. See
Keywords to Specify Dialing-Filter Behavior on page 3-9.
I A keyword to indicate the part of the phone number that you want to extract.
See Keywords to Extract Part of a Phone Number on page 3-10.
I A specific range of numerals to extract from the field value. See Numeric
Ranges to Extract on page 3-10.
Keywords to Specify Dialing-Filter Behavior
Follow the field name with a colon (:) and one of the following keywords to specify
whether to filter the field data using Dialing:Filter configuration parameters. Dialing
filters allow you to perform an intelligent translation of a phone number, in order
to optimize dialing. You can use these keywords with either the @Phone macro or
a field whose name you explicitly specify.
I Lookup. Applies the dialing filters to the field data.
You can use Lookup with fields that you know to contain phone number data
that can be successfully filtered with your dialing filters.
I PhoneTypeLookup. Checks if a field is of type DTYPE_PHONE (as defined in Siebel
Tools). If it is of this type, the dialing filters are applied to the field data. If it is
not of this type, the dialing filters are not applied to the field data.
For examples, see Macro-Expansion Examples on page 3-15. For more
information about Dialing:Filter configuration parameters, see the relevant
Keywords to Extract Part of a Phone Number
Follow a field name with a colon (:) and one of the following keywords to specify
the portion of the phone number field to be extracted and substituted. You can use
these keywords only with fields of type DTYPE_PHONE. If no part is specified after
a field name, then the default part is Number.
I Digits. Full phone number (country code, phone number, and extension)
I Country. Country code only (without the phone number or extension)
I Number. Phone number only (without the country code or extension)
I Extension. Phone number extension only (without the country code and phone
numberfor when the phone number field contains an extension number
prefaced with an x or another localized character)
Numeric Ranges to Extract
Follow the field name or a keyword with a colon (:) and a range of numerals to be
extracted from the field value. A substring numeric range can be specified directly
after the field name or after a keyword indicating the part of the phone number.
Macros for Command/Event Parameters 3
Several macros can be used within the parameter values in command and event
definitions. When the command or event definition is invoked, the CTI driver
manager substitutes particular values for the macro name. These macros are not
specific to any particular CTI middleware.
The macros, which have names that start with the symbol @ or $, are shown in
Table 3-2.
Table 3-2. Macros for Command/Event Parameters (Sheet 1 of 3)
Macro Name Description
@AgentId Agent login for the current agent.
@AgentPin Password for the agent login for the current agent.
@CallDuration Length of the current call (time elapsed since call started).
@CallObjectId Row ID of the call-tracking object that was transferred to the agent or that was created
as a result of using the logging feature and the AfterCall event log parameter.
@CallStartTime Time when the last call arrived or was initiated.
@EditControl The data in the edit control in the CTI toolbar (that is, the Phone # field).
This macro yields a value only when the Phone # field in the CTI toolbar has the
focus and contains a value. Use @EditControl when agents will input values other
than phone numbers into the CTI toolbars Phone # fieldsuch as to log into the
switch.
@HotelingPhone An employees extension, generally assuming that the agent is using a hoteling
teleset. The field value is calculated at run time according to these rules:
I Uses the login name of the currently selected agent (employee), or the name of a
service request owner, to find the agents run-time extension, if the agent is using
a hoteling teleset. In the first example below, Login Name would be the Login
Name field of the current business component, which corresponds to the LOGIN
column in the S_EMPLOYEE table.
I If the extension is not found, @HotelingPhone retrieves the employees extension
number from the S_EMPLOYEE table.
The following example parameter definition in a make-call command (CmdData
definition) may generate the desired extension, based on the Login Name field:
Param.PhoneNumber="{@HotelingPhone(Login Name):Lookup}"
The following example parameter definition for a make-call command may generate
the desired extension, based on the Owner field. Use a parameter value like this for
a command invoked when the current business component is Service Request, to call
the owner of the current service request record.
Param.PhoneNumber="{@HotelingPhone(Owner):Lookup}"
For more information, see Supporting Hoteling on page 4-4.
@Phone Represents a phone number, whose value is calculated at run time according to these
rules:
I If the Phone # field in the CTI toolbar has the focus and contains a value, @Phone
is equal to the value of this field.
I If the Phone # has no value, but the currently active applet field is of the type
DTYPE_PHONE, @Phone is equal to the value of this field.
I If the Phone # field has no value and the currently active field is not of the type
DTYPE_PHONE, @Phone is equal to the value of the field referred to by the
Primary Phone Field user property for the business component.
In all other cases, the @Phone macro contains no data.
For more information, see Macro Expansion with Phone Numbers on page 3-9 and
Primary Phone Field Property in Business Components on page 3-25.
@QueueId ACD queue to which the agent is currently logged in.
@Random A string containing 10 random digits.
This macro may be used for testing purposes.
$RemoteConnectStr Name of the call center. This macro, which can be used with transfers and conference
calls between call centers, derives the name of a remote call centers CTI
configuration from the extension number the agent to be called.
For example, a command parameter in a transfer or conference command may
generate the desired CTI configuration name in this fashion:
Param.RemoteConnectStr="[$RemoteConnectStr(@Phone)]"
For more information, see Configuring Remote Transfers and Conferences on
page 4-31.
$RemoteConnectStr2 Name of the call center. This macro, which can be used with transfers and conference
calls between call centers, derives the name of a remote call centers CTI
configuration from the employee ID of the agent to be called.
For example, where the SelectBusObj and SelectBusComp parameters are set to
Employee, a command parameter in a transfer or conference command may
generate the desired CTI configuration name in this fashion:
Param.RemoteConnectStr="[$RemoteConnectStr2(Id)]"
The Employee business component uses the Id field to uniquely identify an employee
record. A command that references another business component might need to use
another field name to uniquely identify a record.
page 4-31.
@UserId User ID of the current Siebel user.
@UserName Login name of the current Siebel user.
The example Command and CmdData definitions shown in Table 3-3 and Table 3-4
use the @Phone macro, and can be used to dial any phone field on any business
component.
Table 3-3. Command: MakeCallToCurrentPhone
CmdData MakeCallToCurrentPhone
Description Make Call to "{@Phone}"
DeviceCommand MakeCall
Hidden TRUE
Order 13
Table 3-4. CmdData: MakeCallToCurrentPhone
AttachContext TRUE
Param.CallNotifyText Call from {@UserName}...
Param.PhoneNumber {@Phone:PhoneTypeLookup}
RequiredField.@Phone ?*
Macro-Expansion Examples 3
The examples in Table 3-5 demonstrate macro-expansion usage. From the nominal
parameter value shown in the second column, macro expansion calculates the
resulting value shown in the third column. Each example is explained to show how
the result was generated.
Table 3-5. Macro-Expansion Examples (Sheet 1 of 2)
Parameter Name Parameter Value Result Explanation
Param.PhoneNumber #8[Phone #:7-10] #85000 If the value of the Phone # field in
the current business component is
6502955000, macro expansion
extracts the seventh through tenth
digits of the phone number. The
result is prefixed with #8.
Because no keyword is specified, the
Number part is assumed, and the
country code and extension are
excluded.
Because the macro-expansion
characters representing the phone
number are enclosed in brackets,
this Phone # field could be in a pop-
up window or in the current
business component.
Param.PhoneNumber {Phone #:Number:6-10} 55000 Assume the same value for the
Phone # field as in the previous
example. Macro expansion extracts
the sixth through tenth digits of the
phone number.
In this example, the Number
keyword is explicitly specified.
Because the macro-expansion
characters representing the phone
number are enclosed in curly braces,
this Phone # field could not be in a
pop-up window.
Param.GetId {Id} 10-CSAE If the Id field for a record in the
current business component is
10-CSAE, macro expansion yields
this string as the result.
Param.Greet \{Hi\} {Hi} The backslashes escape the curly
brace characters, allowing them to
be included literally as part of the
result. Because Hi is not enclosed
in curly braces, it is not interpreted
as a field name.
Param.ExtField {Extension} 5000 For a field called Extension (such as
in the TelephoneStatus business
component), macro expansion
extracts the value of this fieldfor
example, 5000.
Because the Extension field is not of
type DTYPE_PHONE, you cannot
use keywords to specify a phone
number part to extract.
Param.Ext {Work Phone #:Extension} 6000 If the value of the Work Phone #
field of the current business
component (for example, Contacts)
is (650)2955000 x6000, macro
expansion extracts only the
extension number after the x.
Param.PhoneNumber {Work Phone #:Lookup} phone_num Macro expansion generates a phone
number based on applying the
dialing filters to the data in the
Work Phone # field of the current
business component.
Param.PhoneNumber {@Phone:PhoneTypeLookup} phone_num Macro expansion generates a phone
number based on the logic described
for the @Phone macro, in Table 3-2
on page 3-11.
Dialing filters are applied only if a
field is of type DTYPE_PHONE.
Table 3-5. Macro-Expansion Examples (Sheet 2 of 2)
Parameter Name Parameter Value Result Explanation
Types of Command and Event Definitions
In the CmdData example in Table 3-6, for making a call to an extension, the
parameter Param.PhoneNumber has the value of the Extension field in the
Telephone Status view.
Types of Command and Event Definitions 3
Siebel CTI supports two types of CTI commands and three types of CTI events.
While the CTI configuration parameters control the feature set provided by the
middleware and switch, the command and event definitions control how and when
these features are used, what kind of data is attached to calls and how this data
affects application behavior, and so on.
CTI Command Types 3
Commands may be defined using these types:
I Command. Defines CTI commands that can be invoked in the Siebel application
and specifies how they are to appear in the application. For details, see
Command Definitions on page 3-19.
I CmdData. Defines data associated with a CTI command that is invoked. For
instance, for an outbound call Command definition, a corresponding CmdData
definition could specify that the phone number come from an Employee pop-up
list. For details, see CmdData Definitions on page 3-29.
Table 3-6. CmdData: MakeCallToExtension
BusComp TelephoneStatus
Param.PhoneNumber {Extension}
Types of Command and Event Definitions
CTI Event Types 3
Events may be defined using these types:
I EventHandler. Defines how the Siebel client application responds to switch and
middleware events by gathering information about the call such as the type of
call, and by specifying an EventResponse definition to execute. For details, see
EventHandler Definitions on page 3-33.
I EventResponse. Uses the data gathered from the EventHandler definition to
determine what to do with the call. An EventResponse definition can be
associated with more than one EventHandler definition. For details, see
EventResponse Definitions on page 3-37.
I EventLog. Defines Siebel activity-generation rules for CTI events. For instance,
the sample Siebel configurations log activities in the Action business
component, but they can be configured to log activities for any business
component. For details, see EventLog Definitions on page 3-47.
Command Definitions
Command Definitions 3
Command definitions in the CTI configuration data define the appearance and
availability of CTI commands.
By using the DeviceCommand parameter in a Command definition, you can invoke
a command on the CTI middleware or invoke a special Siebel CTI command.
I Device commands that are executed by the CTI driver are specific to particular
middleware vendors. For more information, see the commands table in the
relevant appendix for your Siebel-validated CTI middleware.
I Device commands that are executed by the CTI driver manager are available in
all Siebel CTI implementations. For more information, see Special Commands
Not Specific to Middleware on page 3-26.
Siebel CTI commands may instead invoke a business service method, a SmartScript,
or a Siebel VB or Siebel eScript script. In these cases, the DeviceCommand
parameter need not be specified.
I For information about invoking a business service method, see Integrating
Siebel CTI with Siebel Business Services on page 4-11.
I For information about invoking a SmartScript, see Integrating Siebel CTI with
Siebel SmartScript on page 4-16.
I For information about invoking a Siebel VB or Siebel eScript script, see
Appendix D, Siebel CTI and Siebel Scripting Languages.
Command Definitions
Command Parameters 3
Table 3-7 describes the parameters available in Command definitions. A dash ()
in the Macro column indicates that macro expansion is not applicable for the
parameter. Y indicates that macro expansion applies to the parameter.
Table 3-7. Command Parameters (Sheet 1 of 4)
Parameter Type Macro Description
AllViews Boolean Parameter that, when set to FALSE, disables the command on all
views other than those specified by the View parameter.
The default is TRUE.
CmdData Char The CmdData definition name that describes parameter generation
for this command.
This parameter can be empty if the device command does not require
any parameters.
For more information, see CmdData Definitions on page 3-29.
Description Char Description string for the command.
I This string appears in the ToolTip area when the user points to a
CTI toolbar button for this command.
I This string appears in the status bar when the user points to a CTI
menu item for this command.
For more information about configuring the CTI toolbar and the CTI
menu, see Configuring the CTI Toolbar, CTI Menu, and
Shortcut Menu on page 4-18. See also End-User Client CTI
DeviceCommand Char The CTI device command executed by the CTI driver or by the CTI
driver manager when this Siebel CTI command is executed.
Device commands that are executed by the CTI driver are specific to
particular middleware vendors. See the commands table in the
relevant appendix for your Siebel-validated CTI middleware.
Device commands that are executed by the CTI driver manager are
available in all Siebel CTI implementations. For more information,
see Special Commands Not Specific to Middleware on page 3-26.
Command Definitions
Hidden Boolean Parameter that, when set to TRUE, hides the command from the CTI
menu. Use this setting for commands to appear only in the CTI
toolbar or the shortcut menu, or for commands that will not appear
in the user interface.
Set this parameter to FALSE (the default) or omit the parameter in
order for the command to appear in the CTI menu. Use the
Description, HotKey, Order, and Title parameters to specify additional
settings relevant to the commands appearance in the CTI menu.
For more information, see Configuring the CTI Menu and the
Shortcut Menu on page 4-24. See also Using the CTI Menu on
page 2-77.
HotKey Char Keyboard shortcut to assign to this command, for use in the CTI
menu.
This can be a combination of CTRL, ALT, or SHIFT and one of the
keyboard letter or function keysor just a single letter or function
key.
For example, valid values for the HotKey parameter include
CTRL+SHIFT+F, ALT+F9, and F12.
The string representing the hot key is automatically appended to the
menu item text from the Title parameter.
page 2-77.
LocalMenu Boolean Parameter that, when set to TRUE, enables this command so it
appears in the context-sensitive shortcut menu (invoked by clicking
the right mouse button).
This feature lets you, for example, define a shortcut menu item called
Call Contact that will be available in a shortcut menu that can be
invoked when working with contact records.
The default is FALSE.
page 2-77 and Context Sensitivity on page 2-78.
OnEditControl Boolean Parameter that, when set to TRUE, means that the command requires
that the Phone # field in the CTI toolbar has the focus and contains
data.
Command Definitions
Order Numeric Numeral that determines the order in which the command will
appear in the CTI menu. Commands and groups with lower Order
values will appear above those with higher Order values.
Also specifies the precedence for subcommands contained within
another commandthat is, the order in which Siebel CTI will check
the subcommands to find a match with the current context.
The default is 0.
page 2-77.
Script Char Siebel VB or Siebel eScript script name to invoke (if specified).
Parameters are passed using the ScriptParam parameter.
For more information about using Siebel VB or Siebel eScript, see
Appendix D, Siebel CTI and Siebel Scripting Languages.
The Script and ScriptParam parameters are not supported for Siebel
Thin Client for Windows, which does not support Siebel VB or Siebel
eScript.
ScriptParam Group Y A group of subparameters that are parameters to the script method
(if any) invoked using the Script parameter.
You create each parameter you need in the form
ScriptParam.param_name, then specify a parameter value that will
be passed to the script. The parameter names themselves are not
passed to the script. Parameters should be ordered in the sequence in
which they are expected by the script.
ScriptParam.Subparam1 = "value1"
ScriptParam.Subparam2 = "name"
In this example, Subparam1 and Subparam2 are subparameters of the
ScriptParam parameter.
The Script and ScriptParam parameters are not supported for Siebel
Thin Client for Windows, which does not support Siebel VB or Siebel
eScript.
Command Definitions
ServiceMethod Char The name of a Siebel business service and method to be called. The
service and method are specified in the form service.method. You can
use the ServiceParam parameter for the associated CmdData
definition to provide parameter names and values to pass to the
method to be called.
For more information, see Integrating Siebel CTI with Siebel
Business Services on page 4-11.
SubCommand Multi Commands that are grouped together in this one command
parameter.
The commands appear to an agent as one command because only
one of them is active at any point, depending on the Siebel context
and the specified Order values for the subcommands.
For example, a call-transfer command could be either to transfer to
an employee or to transfer to a service request owner, depending on
the current business component.
The commands that are invoked from the CTI toolbar, CTI menu, and
shortcut menu often invoke other commands, which are specified as
subcommands.
For more information, see Configuring the CTI Toolbar, CTI Menu,
and Shortcut Menu on page 4-18.
Title Char Name of the CTI menu item associated with this command.
The Title parameter can contain an & character that will specify the
keyboard shortcut to be indicated in the menu by an underlined
character.
For example, the title &Call will be displayed as Call in the menu
(where the letter C is underlined). If a hot key was specified, it is
appended to the title automatically.
If no Title parameter is specified, the name of the DeviceCommand
serves as the menu item name.
page 2-77.
View Multi Names of the views where this command is enabled if the AllViews
parameter value is FALSE.
Command Definitions
Example for Genesys and CTI Simulator 3
CTI Simulator. The example in Table 3-8 and Table 3-9 shows how the CTI Simulator
defines the hot key that simulates an incoming call from someone who is not in the
database.
You might want to change something about this simulated incoming call. For
instance, you might want the command to appear on the CTI menu so that users
would not have to remember to press CTRL+F11.
To add a Simulate Call command to the CTI menu
1 Start Siebel Call Center Demo, Siebel Service Demo, or Siebel eMail Response
Demo.
The demo versions of these applications use CTI simulation and connect to the
sample database.
2 Reconnect to the sample database as the Siebel administrator (SADMIN is both
the login name and the password).
3 Choose Screens Communications Administration CTI All Configurations.
4 Click to select a sample CTI configuration for Genesys.
Table 3-8. Command: SimCallNotFound
DeviceCommand SimulateCall
Hidden TRUE
HotKey CTRL+F11
CmdData SimCallNotFound
Table 3-9. CmdData: SimCallNotFound
Param.ANI 4153218811
Try This

Command Definitions
5 Display the Configuration Commands and Events view.
6 Click the SimCallNotFound command to display the All Commands view.
7 Change the command parameter Hidden from TRUE to FALSE.
8 Add a new command parameter called Title and give it the value Simulate Call.
9 Exit the Siebel client.
10 Restart the Siebel client.
Notice that a new menu item, Simulate Call, has been added to the CTI menu.
If you do not specify a title, the menu item is based on the value for the
DeviceCommand parameter; in this case, it would be SimulateCall (with no
space).
Primary Phone Field Property in Business Components 3
Any business component can have a named user property called Primary Phone
Field. The property value is the field name of the same business component that
contains the phone number and that should be dialed by Siebel CTI when the
dialing command is invoked on the applet using this business component.
For example, the Account business component can have a Primary Phone Field user
property set to the value Main Phone #. This tells Siebel CTI that Main Phone # is
the field that should be dialed by default when dialing is requested on an Account.
Under certain circumstances, the value of the @Phone macro is equal to the field
designated as the Primary Phone Field. For more information, see Macros for
Command/Event Parameters on page 3-11.
Command Definitions
Special Commands Not Specific to Middleware 3
This section describes two CTI commands that can be specified for the
DeviceCommand parameter and that are available in any Siebel CTI
implementation. They are available through the CTI driver manager, not through
the middleware-specific CTI driver. They are not passed to the CTI middleware, as
are most other CTI commands for which a DeviceCommand is specified.
The special commands, which have names that start with the symbol @, are
described in Table 3-10.

Table 3-10. Special Commands
Special Command Name Description
@Associate Updates the call-tracking object that was transferred to an agent
or created by using the logging feature and the AfterCall event log
parameter. For more information, see EventLog Definitions on
page 3-47.
Parameter names, or keys, are interpreted as field names, and
parameter values are interpreted as field values. They are also
macro-expanded.
@ViewCallObject Views the call-tracking object.
A parameter with the name Param.View must exist and must
contain the name of the view to use for display.
Command Definitions
Example for @Associate Special Command
Table 3-11 and Table 3-12 provide an example of using the @Associate special
command.
This example defines a command that creates an association between the current
Activity object and the current Account object. The command is enabled only when
the agent is working with accounts. It is assumed that the call-tracking object is
Activity (Action business object and Action business component).
Example for @ViewCallObject Special Command
Table 3-13 on page 3-28 and Table 3-14 on page 3-28 provide an example of using
the @ViewCallObject special command.
This example defines a command that allows a user to view the latest call-tracking
record. The command definition specifies the menu item to be used for viewing the
record, and assigns the command to the hot key SHIFT+F8. This command will be
used together with the AfterCall event log parameter, which creates a record in the
activity table. The example command allows a user to view that record.
Table 3-11. Command: AssociateAccount
CmdData AssociateAccount
DeviceCommand @Associate
Hidden TRUE
Table 3-12. CmdData: AssociateAccount
BusComp Account
Param."Account Id" {Id}
Command Definitions
For more information about the AfterCall parameter, see EventLog Definitions on
page 3-47.
Table 3-13. Command: ViewCallObject
CmdData ViewCallObject
DeviceCommand @ViewCallObject
HotKey SHIFT+F8
Order 8
Title &View Call
Table 3-14. CmdData: ViewCallObject
Param.View Activity Attachment View
CmdData Definitions
CmdData Definitions 3
CmdData definitions in the CTI configuration data define how CTI command
parameters should be generated by Siebel CTI for use with a corresponding
Command definition.
For example, a CmdData definition can instruct one of the transfer commands to
transfer the caller to the current service request owner, or to display a specified
Siebel view, and extract the transfer destination from that view.
CmdData Parameters 3
Table 3-15 describes the parameters available in CmdData definitions. A dash ()
Table 3-15. CmdData Parameters (Sheet 1 of 3)
AttachContext Boolean Parameter that, when set to TRUE, allows automatic passing of current
screen-context data with the current call. This is the easiest way of
transferring screens between agents.
Whether screen pops are sent or received also depends on end-user
settings. For more information, see Specifying CTI Settings in the
Options Dialog Box on page 2-65.
BusComp Char Business component name.
If this parameter is empty, then the associated command is enabled on
all views. If a business component name is specified, the associated
command is enabled only on views that display the business
component, when at least one record is selected.
BusObj Char Business object name.
OnField Char Field name that is required to be active.
If this property is specified, then the related command is enabled only
when this field is active (that is, when a cursor is in this field).
CmdData Definitions
Param Group Y Parameter names and values for the command. This parameter is used
to pass data to the CTI driver. You can use it to pass custom data with
the active call. Such data can be filtered in the execution of an
EventResponse definition, using the Filter parameter. For more
information, see EventHandler Definitions on page 3-33.
You create each parameter you need in the form Param.param_name,
then specify a value for the parameter that you will pass to the CTI
driver.
Parameters specific to commands for particular middleware vendors,
and possible values for these parameters, are listed in the command
parameters table in the relevant appendix for your Siebel-validated CTI
middleware.
The Param parameter can also be used to pass parameter values
received from outside Siebel CTI, such as from a business service that
invokes a Siebel CTI command. For more information, see Invoking a
Siebel CTI Command from Outside Siebel CTI on page 4-15.
RequiredField Group Y Field name/filter pair that will be used as a criterion to determine if this
command will be active for this condition.
For example, the following property will cause the specified command
to be disabled if field A of the current (selected) row in the current
(active) applet doesnt contain a value that ends with X2.
RequiredField.A = "*X2"
SelectApplet Char Selection applet name.
SelectBusComp Char Business component that will be used for selection screen.
SelectBusObj Char Business object that will be used for selection screen.
SelectParam Boolean Parameter that, when set to TRUE, enables an applet in which the user
can select the name of the person to call or to transfer tofor example,
the transfer destination selection screen or the Employee pop-up
screen.
CmdData Definitions
Example for Genesys 3
Table 3-16 shows an example CmdData definition for a Genesys configuration.
SelectTitle Char The title of the selection screen.
If not specified, the selection screen will have the title that is assigned
to the selection applet.
ServiceParam Group Y A group of subparameters that are parameters to the Siebel business
service method (if any) invoked using the ServiceMethod parameter for
the associated Command definition.
ServiceParam.param_name, then specify a parameter value. The
parameter name and value are both passed to the service. Parameters
should be ordered in the sequence in which they are expected by the
service.
ServiceParam.Subparam1 = "value1"
ServiceParam.Subparam2 = "name"
In this example, Subparam1 and Subparam2 are subparameters of the
ServiceParam parameter.
For more information, see Integrating Siebel CTI with Siebel Business
Services on page 4-11.
Table 3-16. CmdData: ConferenceTransferToPopupEmployee (Sheet 1 of 2)
BusObj Service Request
BusComp Service Request
AttachContext TRUE
SelectParam TRUE
SelectBusObj Employee
SelectBusComp Employee
CmdData Definitions
The command that uses this CmdData definition is enabled only on Service Request
applets. First, the command opens an applet for selecting an employee. Next, it dials
the extension of the selected employee by retrieving the sixth through tenth digits
of the phone numberfor example, a five-digit extension that is part of a ten-digit
phone field.
CTI Simulator. In the Command and CmdData definitions for Genesys shown in
Table 3-17 and Table 3-18 on page 3-32, the phone number for the parameter
Param.ANI is the same as the phone number specified in the Description field for
the activity created for a simulated incoming call.
SelectApplet ACD Transfer Call Applet
SelectTitle SR Conference To Agent Group
Param.PhoneNumber [Phone #:6-10]
Param.CallNotifyText Conference transfer from {@UserName}...
Table 3-16. CmdData: ConferenceTransferToPopupEmployee (Sheet 2 of 2)
Table 3-17. Command: SimCallNotFound
Hidden FALSE
HotKey CTRL+F11
Table 3-18. CmdData: SimCallNotFound
Param.Testing My_Value_Here
Try This

EventHandler Definitions
EventHandler Definitions 3
All middleware events are directly passed to the CTI engine for handling. This
process involves the following phases of activity:
1 The physical phone activity (such as a hang-up) passes events to the switch.
2 The switch forwards events to the CTI middleware.
3 The CTI middleware forwards events to the appropriate agents Siebel client,
which is running with CTI enabled.
When each call-center agent starts the Siebel application and Siebel CTI is
initialized, data is passed to the CTI middleware associating each extension with
the machine where the agent logged on. This association allows the CTI
middleware to pass events to the correct Siebel client. For more information, see
Adaptive CTI Architecture on page 6-7.
4 The Siebel CTI engine processes events and executes any actions defined in the
configuration data in the database, or forwards events to Siebel VB or Siebel
eScript code.
By working with the command and event data in the CTI configuration views, you
can define the actions that Siebel CTI performs when it receives a particular CTI
event. These actions will be invoked immediately upon receipt of such an event.
The only exception to this behavior is the phone-ringing event (EventRinging for
Genesys). For details, see Handling the Phone-Ringing Event on page 3-35.
EventHandler definitions specify what kind of event from the CTI middleware will
be processed and specify which EventResponse definition should be called as a
result.
EventHandler Parameters 3
Table 3-19 describes the parameters available in EventHandler definitions in the CTI
configuration data. Macro expansion is not applicable for these parameters.
Table 3-19. EventHandler Parameters
Parameter Type Description
DeviceEvent Char CTI device-generated event name.
For possible values, see the events table in the relevant
For information about an alternative way to specify device
events, see Using Sys_ Device Events on page 3-36.
Filter Group Event data-field filter.
This works like a standard IsLike() function. All filter results are
logically joined by AND to determine if the event belongs to this
event class or not. When the applicable event is returned, the
filter further qualifies the event.
You can filter all data received from the middleware, or other
data attached to the call by another Siebel agent, such as by
using the CmdData parameter Param. For more information, see
CmdData Definitions on page 3-29.
For information on all fields available for filtering, see the event
data fields table in the relevant appendix for your Siebel-
Order Numeric The order in which EventHandler definitions for which the
same device event is specified will be tested against event
matching.
Each received CTI event is checked against all EventHandler
definitions to determine which response to execute.
EventHandler definitions with a lower Order value will be
checked before those with higher values. The default is 0. The
check stops once there is a match.
Response Char Name of the EventResponse definition that will be executed
when a matching event is detected.
Handling the Phone-Ringing Event 3
Siebel CTI command and event definitions provide the following options for
handling a phone-ringing device event as defined for your CTI middleware:
I The phone rings (the CTI middleware sends a phone-ringing event message to
the agents Siebel client), the agent clicks the Accept Call button, the Siebel
application performs the query to generate a screen pop, and then Siebel CTI
answers the phone. This is the default behavior.
I The phone rings, the Siebel application performs the query to generate a screen
pop, the agent clicks the Accept Call button, and then Siebel CTI answers the
phone. (In this case, an agents work might be interrupted by a screen pop
without any notifications or confirmations.) For more information about this
scenario, see Using Sys_ Device Events on page 3-36.
Other screen-pop behavior can be implemented using Siebel VB or Siebel eScript.
As stated, phone-ringing events are not handled immediately, by default. Instead,
as in the first of the preceding scenarios, the CTI toolbar button Accept Call starts
blinking, and the agent must click the button to invoke the action defined in the
database for the phone-ringing event. This way, an agents work is not interrupted
by an unexpected screen pop. See the following example.
Example for Genesys
Table 3-20 shows an example EventHandler definition based on the default screen-
pop scenario described at the start of this section.
Table 3-20. EventHandler: InboundCallReceived (Sheet 1 of 2)
DeviceEvent Possible values include:
I EventRinging (for Genesys)
I InboundCall (for Dialogic)
I event_name (for another Adaptive CTI driver, where event_name is
the event, as defined in the driver, that corresponds to the
EventRinging or InboundCall events shown here)
Response OnInboundCallReceived
This example EventHandler definition has a unique name, InboundCallReceived.
The event is based on a device event for Genesys: an EventRinging event. The
EventHandler definition filters the event data field ANI. If this field is not empty, the
event matches and invokes the EventResponse called OnInboundCallReceived.
Because the Order parameter value is 0, this EventHandler definition will be
checked first for any event received where the device event is as specified.
Using Sys_ Device Events
To handle the phone-ringing event without waiting for the agent to click the Accept
Call button, you can catch the event by creating an EventHandler definition in
which you specify a DeviceEvent with the Sys_ prefix. For example, to generate a
screen pop immediately after the phone-ringing event begins, use an event handler
such as that described in Table 3-21.
For information about scenarios for running multiple instances of the Siebel client,
for which the Sys_ device events may be employed in EventHandler definitions, see
Supporting Multiple Instances of the Siebel Client on page 4-27.
Filter.ANI *
Order 0
Table 3-21. EventHandler: ImmediateRingingHandler
DeviceEvent Specify one of the following, according to your middleware:
I Sys_EventRinging (for Genesys)
I Sys_InboundCall (for Dialogic)
I Sys_event_name (for another Adaptive CTI driver, where
event_name is the event, as defined in the driver, that corresponds to
the EventRinging or InboundCall events shown here)
Response ImmediateRingingHandler
Table 3-20. EventHandler: InboundCallReceived (Sheet 2 of 2)
EventResponse Definitions
EventResponse Definitions 3
EventResponse definitions in the CTI configuration data specify how the Siebel
client will associate response actions with an event. Each EventHandler definition
specifies a response that corresponds to an EventResponse definition. The same
EventResponse may be initiated by different EventHandlers.
In executing the EventResponse, Siebel CTI performs the following actions:
1 If a Siebel VB or Siebel eScript script name is specified, that script is invoked.
If the script does not return the required result, such as ContinueOperation, the
response will stop executing.
For more information about invoking a Siebel VB or Siebel eScript script from an
EventResponse definition, see Script Usage Examples on page D-8.
2 If a Siebel SmartScript script name or other data is specified to be passed to
Siebel SmartScript, that SmartScript is invoked.
For more information about invoking a SmartScript from an EventResponse
definition, see Integrating Siebel CTI with Siebel SmartScript on page 4-16.
3 If a Command definition name is specified, the command is executed.
4 If the parameter UseCtxData is TRUE, Siebel CTI checks to determine if the event
has screen context data attached.
If screen context data is available, then Siebel CTI collects the attributes of the
current view for that screen, stores the attributes, and goes to Step 11 on
page 3-38. This behavior is applicable only for screen pops and screen transfers.
5 If QueryBusObj, QueryBusComp, and QuerySpec are specified, then the Siebel
application macro-expands the QuerySpec and executes the query.
Step 7 and Step 8 on page 3-38 define the views upon which this query will be
displayed. If these parameters are not specified, the Siebel application goes to
Step 9 on page 3-38.
6 If there is only one row in the query result, and QueryBusComp2 and
QuerySpec2 are specified, QuerySpec2 is executed.
If the second query returns no data and InvokeMethodIfNoData2 is specified,
the Siebel application navigates to the destination view.
The Siebel application then invokes the applet method specified in
InvokeMethodIfNoData2 on the business component specified in
QueryBusComp2, for the view that is displayed by Step 7.
For instance, if an incoming campaign call is from a contact not in the campaign
list, you can configure Siebel to create a new record.
7 If there is only one row in the query result, then the Siebel application shows
that row in the SingleView view and goes to Step 11.
8 If there are several rows in the query result, then the Siebel application shows
those rows in the MultiView view and goes to Step 11.
9 If AddBusComp, AddBusObj, and AddRecordView are defined, the Siebel
application shows AddRecordView, creates a new record, and populates
specified values. It does not commit the new record, but goes to Step 11.
10 If FindDialogName is defined, a screen pop of the corresponding Find Dialog
appears, populated with the specified find parameters, and is executed.
11 If a corresponding EventLog definition is specified, the Siebel application creates
the log record using that definition object.
EventResponse Parameters 3
Table 3-22 describes the parameters available in EventResponse definitions. A dash
() in the Macro column indicates that macro expansion is not applicable for the
Table 3-22. EventResponse Parameters (Sheet 1 of 7)
AddBusComp Char Business component name to use when adding a new record.
AddBusObj Char Business object name to use when adding a new record.
AddField Group Y Field names and predefined values of the new row that is
automatically inserted.
AddLog Char Event object to execute if AddRecordView is displayed.
Determines the Siebel activity record to be created in response
to CTI events.
For an example of using this parameter, see Step 9 and Step 11
on page 3-38.
AddRecordView Char Name of the view that is displayed if a new record is added.
CallObject Char Y Specifies data identifying a call-tracking record that can be
passed to another agent.
This parameter can make call tracking possible even if your
CTI middleware does not fully support attaching data to a call.
The CallObject parameter is not necessary when using
Genesys or Dialogic, since these middleware packages support
call data attachment. The CTI driver manager passes this data
to the CTI driver to be attached to the call. Drivers for these
middlewares can attach the data to the call, without your
having to use the CallObject parameter.
If you are using an Adaptive CTI driver developed for another
middleware, such as Aspect, you may need to use the
CallObject parameter in order to pass call-tracking data from
one agent to another when a call is transferred or
conferenced.
Example: An agent receives a call and creates the activity
record for it. When this agent transfers the call to a second
agent, the second agent will want access to the same activity
record. The CTI driver manager for the first agent encodes the
row ID of the activity record and transfers the call. If the
CallObject parameter is defined appropriately, the second
agent can continue tracking the call-activity record.
Values for this parameter should be formatted as follows:
BusObjName;BusCompName;RowID
For activity records, Action is the name of the business
object and the name of the business component.
Whether you require the CallObject parameter, and how you
would define the parameter for an EventResponse definition,
depend on the CTI middleware and CTI driver. For example,
with Aspect middleware, if variable E is used to store the row
ID, the parameter would be defined as follows:
Action;Action;{E}
Whether this parameter definition would work as intended
depends on whether the CTI driver expects to receive data in
this form to pass to the CTI driver manager for the receiving
agent.
Command Char Optionally specifies the name of a Command definition in the
Siebel CTI configuration that will be invoked when this event
response is invoked.
ContextLog Char Event object to execute if screen-context data is used for
screen display.
to CTI events.
FindDialog Char Siebel Find Object Dialog name that is displayed if no rows are
returned.
FindField Group Y Field names and default values in the Find Object Dialog.
FindLog Char Event object to execute if FindDialog is displayed.
to CTI events.
InvokeMethodIfNoData2 Char If specified, this Siebel applet method will be invoked when a
second query is executed but returns no data.
For example, this parameter can be set to NewRecord. If an
inbound callers phone number was not found by ANI, you
could specify that a screen pop of the New Contact applet
appear.
Log Char EventLog definition to use if no other log is specified for an
action.
to CTI events.
MultiLog Char Event object to execute if the view specified using the
MultiView parameter is displayed.
to CTI events.
MultiView Char Name of the view that will be displayed if the query result
contains more than one row.
QueryAfterAnswer Boolean A parameter that, when set to TRUE, causes Siebel CTI to
answer the call first and then execute the screen-pop query.
When set to FALSE (the default setting), this parameter causes
Siebel CTI to execute the query first and then answer the call.
For more information about screen pops, see Handling the
Phone-Ringing Event on page 3-35.
QueryBusComp Char Business component name for the query.
QueryBusComp2 Char Business component name for a second query.
The second query will be executed only if this parameter is
specified and if the first query returns exactly one row. This
feature could be used to get Campaign screen pops.
The first query can locate the Campaign that matches the call
type (for example, by DNIS), and the second query can locate
the Contact within that Campaign for which the work number
matches that of the caller (by ANI).
QueryBusObj Char Business object name for the query.
QueryFields Multi Field names resulting from the business component query.
Only the fields specified here will be activated when the Siebel
application performs the query. Since the same business
component is used to navigate to the destination view, you
can use this feature to specify all the necessary fields required
for that view.
If nothing is specified here, the navigation process will cause
the business component to be queried again. QueryFields can
speed up a screen-pop navigation by preventing additional
queries of an entire business component.
QueryFields2 Char Field names resulting from the second business component
query.
For more details, see the description of the QueryFields
parameter.
QuerySpec Char Y Standard business component query.
The query uses business component field names.
Simple and complex queries are supported, using standard
comparison operators, including:
=
LIKE
AND
OR
>
<
>=
<=
For example, if QuerySpec is defined as follows, then the
query matches records in the current business component if
either the work phone number or the home phone number
matches the ANI for the call:
'Work Phone #'='{ANI}' OR 'Home Phone #'='{ANI}'
QuerySpec2 Char Y Second query specification.
For more information, see the description for the QuerySpec
parameter.
Script Char Siebel VB or Siebel eScript script name to invoke (if specified).
Parameters are passed using the ScriptParam parameter.
For more information about using Siebel VB or Siebel eScript,
see Appendix D, Siebel CTI and Siebel Scripting Languages.
The Script and ScriptParam parameters are not supported for
Siebel Thin Client for Windows, which does not support
Siebel VB or Siebel eScript.
ScriptParam Group Y A group of subparameters that are parameters to the script
method (if any) invoked using the Script parameter.
ScriptParam.param_name, then specify a parameter value
that will be passed to the script. The parameter names
themselves are not passed to the script. Parameters should be
ordered in the sequence in which they are expected by the
script.
ScriptParam.Subparam1 = "value1"
ScriptParam.Subparam2 = "name"
In this example, Subparam1 and Subparam2 are
subparameters of the ScriptParam parameter.
The Script and ScriptParam parameters are not supported for
Siebel Thin Client for Windows, which does not support
Siebel VB or Siebel eScript.
ServiceMethod Char The name of a Siebel business service and method to be
called. The service and method are specified in the form
service.method. You can use the ServiceParam parameter to
provide parameter names and values to pass to the method to
be called.
ServiceParam Group Y A group of subparameters that are parameters to the Siebel
business service method (if any) invoked using the
ServiceMethod parameter.
ServiceParam.param_name, then specify a parameter value.
The parameter name and value are both passed to the service.
Parameters should be ordered in the sequence in which they
are expected by the service.
ServiceParam.Subparam1 = "value1"
ServiceParam.Subparam2 = "name"
In this example, Subparam1 and Subparam2 are
subparameters of the ServiceParam parameter.
SingleLog Char Event object to execute if the view specified using the
SingleView parameter is displayed.
to CTI events.
SingleView Char Name of the view that will be displayed if the query result is
exactly one row.
QueryBusComp2, QuerySpec2, and QueryFields2 may be
used to query a second business component of the
QueryBusObj for a single record.
SmartScript Group Y Parameter to be passed to Siebel SmartScript. May include a
script name or other data to pass to SmartScript. You can
specify any of the following subparameters:
SmartScript.CampaignId
SmartScript.CampContactId
SmartScript.ContactId
SmartScript.LanguageCode
SmartScript.ScriptId
SmartScript.ScriptName
Either SmartScript.ScriptName or SmartScript.ScriptId must
be specified in order to launch a particular SmartScript. For
more information, see Integrating Siebel CTI with Siebel
SmartScript on page 4-16.
UseCtxData Boolean Set this parameter to TRUE to allow automatic use of screen-
context data attached to an event.
Table 3-23 shows an example of an EventResponse definition for a Genesys
configuration.
In this example, the information specified with the business object and business
component parameters is retrieved. Siebel CTI then performs a query on the phone
number retrieved from the ANI event data field in the Genesys middleware.
If the phone number is found, Siebel navigates to the view specified by SingleView.
If no contact is found, the Find dialog box is displayed and shows Ask Caller in the
CSN event data field. If a contact is found with the Find dialog box, the
LogIncomingCallContactFound EventLog definition creates a call activity record
automatically.
Table 3-23. EventResponse: OnInboundCallReceived
QueryBusObj Contact
QueryBusComp Contact
QuerySpec 'Work Phone #'='{ANI}'
SingleView Service Contact Detail View
MultiView Contact List View
FindDialog Service Request
FindField.CSN Ask Caller
SingleLog LogIncomingCallContactFound
Log LogIncomingCallContactNotFound
EventLog Definitions
EventLog Definitions 3
EventLog definitions in the CTI configuration data define log-generation rules for
CTI activity. Some EventResponse definitions have an associated EventLog
definition.
EventLog Parameters 3
Table 3-24 describes the parameters available in EventLog definitions. A dash ()
Table 3-24. EventLog Parameters
AfterCall Group Y Field names and values of the log business component that will be written
when the call ends. Specifying this parameter implicitly declares the call-
tracking object, such as CallDuration. Siebel CTI will track the call activity
and update the object when the call terminates.
BusComp Char Log business component name.
BusObj Char Log business object name.
Display Boolean Parameter that, when it is set to TRUE and the current view contains a
business component specified in the log definition, uses the current business
component to add a new log record. The log appears on the screen
immediately.
If Display is set to FALSE, the log is generated but does not appear on the
screen.
LogField Group Y Field names and values of the log business component.
QuerySpec Char Y Parameter that can be used to retrieve the desired record in the business
component:
I If QuerySpec is not defined, a new record is created for the EventLog.
I If QuerySpec is defined and returns a single record, this record is used for
the EventLog.
I If QuerySpec is defined and returns more than one record, a new record
will be created for the EventLog.
Table 3-25 shows an example EventLog definition for a Genesys T-Server
configuration.
This example shows how a new activity is created. The activity is linked with the
current contact and its account because the current contact is the result of a screen
pop.
Table 3-25. EventLog: LogIncomingCallContactFound
AfterCall.'ACD Call Duration' {@CallDuration}
BusObj Action
BusComp Action
Display TRUE
LogField.'Account Id' {Contact.'Account Id'}
LogField.'Call Id' {ConnID}
LogField.'Contact Id' {Contact.Id}
LogField.Description Inbound Call
LogField.Type Call - Inbound
CTI Simulator. Table 3-26 shows an example EventLog definition for a Genesys
T-Server configuration.
There are several EventLog definitions in the sample configurations for Genesys. A
definition like this would be used when the inbound caller is not found in the
database.
To simulate an inbound call when the caller is not in the database
1 Press CTRL+F11 in the CTI Simulator.
For information about starting a demo Siebel application that supports the
CTI Simulator, see Starting the Siebel Client with CTI or CTI Simulation on
page 2-71. See also Appendix E, Using the Siebel CTI Simulator.
2 Answer the incoming call.
3 Type Kim in the Last Name field and press ENTER.
A contact with the last name Kim is provided in the sample database. You will
go to the Service Requests view.
4 Choose CTI View Call.
You will go to the Activity Attachments view to see information about the
current call. Notice that the description of the call starts with Unknown ANI,
followed by the phone number from which the call was dialed.
Table 3-26. EventLog: LogIncomingCallContactNotFound
AfterCall.'ACD Call
Duration'
{@CallDuration}
BusObj Action
BusComp Action
LogField.Comment {ConnID}
LogField.Description Unknown ANI ({ANI})
LogField.Type Call - Inbound
Try This

To modify the text that appears in the Description field of the activity
All Events.
2 Select the record for the event LogIncomingCallContactNotFound, of type
EventLog.
3 Change the value for the parameter LogField.Description to
Unknown Phone Number: {ANI}
4 Exit, then restart, the Siebel client.
5 Press CTRL+F11.
6 Answer the incoming call.
7 Type Kim in the Last Name field and press ENTER.
A contact with the last name Kim is provided in the sample database. You will
go to the Service Requests view.
8 Choose CTI View Call.
You will go to the Activity Attachments view to see information about the
current call. Notice that the description of the call now shows Unknown Phone
Number:, followed by the phone number from which the call was dialed (ANI).
Advanced Siebel CTI Configuration
4
Supporting Hoteling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Hoteling Requirements and Issues . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Supporting Multi-Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6
Organization Visibility and Positions . . . . . . . . . . . . . . . . . . . . . . . . 4-6
Setting the Multi-Tenancy Configuration Parameter . . . . . . . . . . . . . . 4-9
Supporting Web Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10
Integrating Siebel CTI with Siebel Business Services . . . . . . . . . . . . . . 4-11
Invoking a Business Service Method from a Siebel CTI Event . . . . . . . . . .4-12
Invoking a Business Service Method from a Siebel CTI Command . . . 4-13
Invoking a Siebel CTI Command from Outside Siebel CTI . . . . . . . . . . . . .4-15
Integrating Siebel CTI with Siebel SmartScript . . . . . . . . . . . . . . . . . . . 4-16
Invoking Siebel SmartScript Through Siebel CTI . . . . . . . . . . . . . . . 4-16
Displaying CTI Parameter Data in SmartScript . . . . . . . . . . . . . . . . . . . . .4-18
Configuring the CTI Toolbar, CTI Menu, and Shortcut Menu . . . . . . . . . 4-18
Configuring the CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18
Configuring the CTI Menu and the Shortcut Menu . . . . . . . . . . . . . . 4-24
Supporting Multiple Instances of the Siebel Client . . . . . . . . . . . . . . . . 4-27
Scenarios for Running Multiple Siebel Instances . . . . . . . . . . . . . . . 4-28
Using Multiple Databases to Support Different Languages . . . . . . . . 4-29
Configuring a Genesys Client to Control Multiple Extensions . . . . . . 4-30
Configuring Remote Transfers and Conferences . . . . . . . . . . . . . . . . . . 4-31
Creating Siebel CTI Configurations . . . . . . . . . . . . . . . . . . . . . . . . 4-31
Editing the TServer.cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-32
Specifying Dialing Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-33
Adding a Command Parameter to Identify a Remote Call Center . . . . . . . 4-34
Chapter Overview
Chapter Overview 4
This chapter describes several advanced or special-purpose configuration tasks for
Siebel CTI:
I Configuring Siebel CTI to support hoteling, multi-tenancy, and Web Call
I Integrating Siebel CTI with Siebel business services
I Integrating Siebel CTI with Siebel SmartScript
I Configuring the CTI toolbar, CTI menu, and context-sensitive menu
I Configuring transfers and conference calls between call centers (for Genesys
T-Server only)
Supporting Hoteling
Supporting Hoteling 4
You can configure the telesets in your call center for hoteling, which allows multiple
agents to log into Siebel applications and into the ACD queue from any one of a pool
of telesets and computers that have been configured for this purpose.
You configure hoteling by associating a teleset with the host name of the computer
that is located at the same station as the teleset. Do this in the Configuration
Parameters and Telesets view or in the All Telesets view.
For instructions for configuring telesets, see Specifying Configuration Parameters
and Telesets on page 2-31 and Specifying Agents and Extensions for Telesets on
page 2-34.
When you have specified a host name to enable hoteling, any agent logging into the
Siebel client on the hoteling computer will also use the hoteling teleset associated
with that computer. The available extensions for the agent to use, as displayed in
the CTI tab of the Options dialog box, are those of the hoteling teleset.
Hoteling Requirements and Issues 4
Note the following requirements and issues for implementing hoteling:
I In order for multiple call-center agents to be able to log into one computer, the
computer must be prepared for this purpose, for instance by creating Windows
profiles for all hoteling users. For instructions for such tasks, refer to your
computer system documentation.
I Although each agent is added to the CTI configuration by associating the agent
with a teleset, in the Agents list applet of the All Telesets view, associating a host
name with a teleset overrides any association of the teleset with an agent.
I If an agent who normally operates in a hoteling context logs into the Siebel client
on a computer that is not configured for hoteling, the agent will be enabled for
Siebel CTI only if that agent is explicitly associated with the teleset at the new
location.
Supporting Hoteling
I Hoteling can be configured only for computers that are always expected to be
located at the same station as the hoteling teleset. A laptop computer that an
agent connects to the network at any of several locations, for example, can be
configured for hoteling only for a single location where a particular teleset is
located.
I Commands for internal calls to employees using hoteling telesets can be
configured to retrieve the run-time extension of an employee by using the
@HotelingPhone macro. For more information, see Macros for Command/
Event Parameters on page 3-11.
Supporting Multi-Tenancy
Supporting Multi-Tenancy 4
Siebel CTI supports the multiple-organization feature in the Siebel eBusiness
Applications. This feature, called multi-tenancy for call centers, provides the call
center with much flexibility to organize its work and agent resources effectively and
to control visibility of data.
Call centers that provide outsource services to other companies, or to multiple
internal entities, can support these multiple entities using multi-tenancy. In an
outsource call center, agents with expertise supporting products or services from
Company A, for example, would be assigned positions in the organization defined
for Company A, while agents supporting Company B would be assigned positions
in the organization defined for Company B.
Call-center agents can be assigned to multiple positions in multiple organizations,
according to their expertise and the call centers operational requirements.
For more information about call-center scenarios, positions, responsibilities, and
organization visibility, refer to the Siebel Applications Administration Guide.
Organization Visibility and Positions 4
Some Siebel data records can be viewed only by users whose current position is
within a particular organization. Other records are visible to users whose positions
are in different organizations. Records may be associated with one or more
organizations.
Each user can have only one position active at a time. In some situations, a user
may be allowed to see data for all of that users assigned positions.
Organization visibility is defined for both business components and views.
Organization Visibility for Business Components
Organization visibility is defined for each business component, determining which
of the following applies to the business component:
I Visibility is for one organization
I Visibility is for multiple organizations
I Organization visibility does not apply
A business component for which organization visibility applies is said to be
position-dependent.
Organization Visibility for Views
Organization visibility is enforced for each view. Multiple views that display data
for the same business component may enforce visibility differently. For example,
the All Contacts view allows a user to view contact records within one organization,
while the All Contacts across Organizations view (not available for all users) allows
a user to view all contact records for all organizations.
You can determine whether a view enforces organization visibility by using Siebel
Tools. For each view object definition:
I Organization visibility is enforced for the view if the field Visibility Applet Type
is set to Organization and the field Admin Mode Flag is not checked (FALSE).
I Organization visibility is not enforced for the view if the field Admin Mode Flag
is checked (TRUE).
Changing Position Manually or Automatically
For the agent to view some data, such as for certain screen pops, the agents
position must be changed, either manually or automatically. At any time, a call-
center agent can manually change the current position in the Siebel application by
using the Change Position command in the Edit menu.
If the agent is the recipient of a screen pop for an incoming, transferred, or
conference call, Siebel CTI attempts to change the agents position automatically, as
appropriate for the context and for the screen-pop data. When an agent retrieves a
call from hold, the original screen pop and position are both restored. As described
earlier, the business component determines the organization visibility for the
screen-pop data, enabling Siebel CTI to change the agents position as necessary.
What screen-pop data to display is determined by the current business component,
which is specified in the QueryBusComp parameter in the EventResponse
definition. See also EventResponse Definitions on page 3-37.
After an agents position has been automatically changed, when a call is concluded,
the agents position remains what it was changed to. The agent must manually
change the position again if the new current position is not appropriate.
Scenarios for Generating Screen Pops and Changing Position
Application behavior for generating screen pops and changing positions varies for
each of the scenarios described below. When a position is changed, a message is
displayed to the user. If the position is not changed, no message is displayed, except
in certain error conditions.
I If the agents current position matches the screen-pop data, the screen pop is
displayed and the agents position is not changed.
I If the agents current position does not match the screen-pop data, and the agent
has one other position that matches the data, the screen pop is displayed and
the agents position is changed.
I If the agents current position does not match the screen-pop data, and the agent
has more than one position that matches the data, the screen pop is displayed.
The agents position is not changed, but the agent is allowed to view all data
that is defined to be visible for all the agents assigned positions.
The Siebel client allows the agent to view this data by using the VIEW_ALL
mode, which ignores organization-visibility rules. A prompt advises the agent to
manually change to a position appropriate for the screen-pop data, so that the
agent can subsequently navigate to related records without hindrance.
I If the agent does not have a position that allows the agent visibility to the screen-
pop data, no screen pop will be displayed.
NOTE: If you are using the call-routing functionality of the Siebel CTI Server, then
your call-routing logic must take into account the way organizations and
positions are defined for your company. By doing this, you can make sure that
a screen pop can always be displayed for an incoming call. For more
information, see Chapter 5, Configuring the Siebel CTI Server.
I If the business component for a view does not have enough data to determine
organization visibility, the screen pop will occur without restriction. Position
will not be changed. No error message will be displayed.
I Organization-visibility rules for screen pops apply to inbound calls and to call
transfers and conferences between call-center agents. For inbound calls, Siebel
CTI always attempts to set the users position automatically. For call transfers
and conferences, Siebel CTI attempts to set the position only if the screen-pop
view enforces organization visibility.
I When a view has no records displayed, organization-visibility rules do not apply
for screen pops for call transfers or conferences.
I When organization visibility is not enforced for a view, Siebel CTI does not use
organization-visibility rules in its position-changing behavior.
I Multi-tenancy affects screen pops differently for different views. Also, some
views are not available in Siebel Thin Client for Windows. Siebel configurators,
call-center managers, and end users must understand how these issues relate to
screen pops.
Some views, such as administration views, do not have organization-visibility
rules. Some views, such as views whose names include the phrase Across
Organizations, allow users to view records for multiple organizations. Siebel
CTI applies organization-visibility rules to screen pops according to the business
component data. You should verify organization-visibility behavior, changing
position manually as needed, for the views involved in your screen pops.
Setting the Multi-Tenancy Configuration Parameter 4
The Siebel CTI configuration parameter Setting:MultiTenancy allows you to specify
whether or not Siebel CTI should apply organization-visibility rules.
I Set this parameter to FALSE if your Siebel implementation does not use multi-
tenancy.
I Set this parameter to TRUE if your Siebel implementation uses multi-tenancy.
For more information, see the configuration parameters table in the relevant
Supporting Web Calls
Supporting Web Calls 4
Web Call allows an end user, such as a customer visiting a service-oriented Web site
running Siebel eService or another Siebel .COM application, to submit a request for
a call-center agent to call the customer on the telephone. An agent who belongs to
a pool of agents assigned to respond to such requests receives the notification in the
form of a blinking Web Call button on the CTI toolbar, and initiates a Make Call CTI
operation to fulfill the customers request.
Web Call is a feature of Siebel eCollaboration, which also enables collaborative
Web-browsing capabilities for the end user and the call-center agent. For more
information about using Siebel eCollaboration with products such as Siebel
eService, refer to the Siebel .COM Applications Guide.
Typically, a business manager who oversees both the call center and the Web page
running Siebel eService oversees the way Siebel eCollaboration ties together the
Web page and the Siebel application that the call-center agents use.
A call-center manager or administrator identifies the agents who will support Web-
call requests. Call-center agents should be designated to receive Web calls or voice
calls, but not both. For this reason, you should associate a Web-call agent with no
more than one teleset.
The CTI administrator, in the All Telesets or All Agents view, specifies which agents
are Web-call agents. For information about using the CTI configuration views, see
Specifying Configuration Parameters and Telesets on page 2-31.
When an end user of a Siebel .COM application submits a Web-call request,
typically by choosing a link and specifying call-back information, the request is
processed by Siebel software and distributed to one of the Web-call agents who are
in a queue of available agents. The agents in the queue are sent Web-call requests
in round-robin fashion.
An agent receives notification of the Web-call request in the form of a blinking Web
Call button on the CTI toolbar. The agent clicks the button to navigate to the
eCollaboration view in the Activities screen, which displays the customer contact
information. The agent can initiate a Make Call operation to call the customer. For
more information, refer to the Siebel .COM Applications Guide.
Integrating Siebel CTI with Siebel Business Services
Integrating Siebel CTI with Siebel Business Services 4
Siebel CTI commands and events can be integrated with Siebel business services.
Business services represent functionality that is encapsulated in a named service,
for which methods can be called. Siebel applications running on all client types
support Siebel business services.
For more information about working with business services, refer to the Siebel
Object Interfaces Reference, the Siebel Object Types Reference, and the Siebel Tools
Guide.
Siebel CTI commands are available as methods of the CTI Client business service.
For more information about the role of business services and methods in CTI
toolbar configuration, see Configuring the CTI Toolbar on page 4-18.
Siebel business services can be integrated with Siebel CTI in the following ways,
each of which is described in greater detail in the rest of this section:
I A Siebel CTI event can invoke a business service method.
I A Siebel CTI command can invoke a business service method.
I A Siebel CTI command can be invoked as a method of the CTI Client service.
This can be done from an applet, a script, or another business service.
Invoking a Business Service Method from a Siebel CTI Event 4
You can create or modify an EventResponse definition in the Siebel CTI
configuration to specify a Siebel business service and method to be invoked.
To configure this, you would use the event parameters ServiceMethod and
ServiceParam to specify the name of the business service and method to invoke, and
to specify parameter names and values to pass to the business service method.
For more information about using these event parameters, see EventResponse
In the following example, Siebel CTI invokes the method MyMethod of the business
service MyService in order to handle the event, and passes parameters to the service
method. The value of the ServiceParam.CallingDN parameter is from the OtherDN
event data field; the value of the ServiceParam.Connection parameter is from the
ConnID event data field.
NOTE: When a business service method is invoked from an EventResponse event,
Siebel CTI searches for a key called Continue in the returning argument list. The
value for this key will be either 1 (TRUE) or 0 (FALSE). If Continue is TRUE, event
handling as specified in the EventHandler that called this EventResponse will
proceed (such as to generate a screen pop).
Table 4-1. EventResponse: OnInsideCallReceived
UseCtxData TRUE
ServiceMethod MyService.MyMethod
ServiceParam.CallingDN {OtherDN}
ServiceParam.Connection {ConnID}
Invoking a Business Service Method from a Siebel CTI Command 4
You can create or modify a Command definition and a corresponding CmdData
definition in the Siebel CTI configuration to specify a Siebel business service and
method to be invoked. To do this, you would:
I Use the command parameter ServiceMethod in a Command definition to specify
the name of the business service and method to invoke.
I Use the command parameter ServiceParam in the corresponding CmdData
definition to specify parameter names and values to pass to the business service
method.
For more information about using these command parameters, see Command
Definitions on page 3-19 and CmdData Definitions on page 3-29.
In the following example, Siebel CTI invokes the method MyMakeCall of the
business service MyMakeCallService, and passes parameters to the service method.
The value of the ServiceParam.PhoneNumber parameter is from the @Phone
macro; the value of the ServiceParam.AgentID parameter is from the @AgentId
macro.
No DeviceCommand parameter is included in this example, because the CTI
command is not designed to call a function on the CTI middleware.
NOTE: Siebel CTI can invoke the methods of any business service, not only those,
like this example, that pertain to telephony.
Table 4-2. Command: MakeCallInService
Description Make Call In My Service
ServiceMethod MyMakeCallService.MyMakeCall
Order 1
Hidden TRUE
CmdData MakeCallInService
Table 4-3. CmdData: MakeCallInService
ServiceParam.PhoneNumber {@Phone}
ServiceParam.AgentID {@AgentId}
Invoking a Siebel CTI Command from Outside Siebel CTI 4
Any Siebel CTI command can be invoked from outside Siebel CTI by calling the
commands corresponding method of the CTI Client business service. This can be
done from an applet, a script, or another business service. To set this up, you would:
I Create a CTI Command definition (and a corresponding CmdData definition)
that is intended to be invoked from outside of Siebel CTI, and
I Modify or create an applet, script, or business service to invoke a particular CTI
command
An example is provided below for a make-call CTI command and for a business
service that will invoke this command.
Example
The following example shows how a CTI command can be defined that will be
called by a custom business service. This example executes a MakeCall device
command.
The values for Callee Phone Number and My Display Text will be passed from the
custom business service to the CTI command when the command is invoked.
Table 4-4. Command: MakeCallFromCustomService
Description Make Call from Custom Service
Hidden TRUE
CmdData MakeCallFromCustomService
Table 4-5. CmdData: MakeCallFromCustomService
Param.PhoneNumber {Callee Phone Number}
Param.DisplayText {My Display Text}
Integrating Siebel CTI with Siebel SmartScript
A business service must be implemented that will invoke the CTI command
MakeCallFromCustomService. Siebel CTI would retrieve the values of Callee Phone
Number and My Display Text from the input parameters of the business service
method, and assign these values to the CTI CmdData parameters
Param.PhoneNumber and Param.DisplayText. Siebel CTI would then invoke the
device command MakeCall, using the values for these parameters.
Integrating Siebel CTI with Siebel SmartScript 4
You can integrate Siebel CTI with Siebel SmartScript. For more information about
SmartScript, refer to the Siebel SmartScript Guide.
Invoking Siebel SmartScript Through Siebel CTI 4
Siebel CTI can invoke Siebel SmartScript in order to execute SmartScripts. To enable
this behavior, you define parameters for the appropriate EventResponse event,
using the CTI configuration views. If the EventResponse is executed in response to
a corresponding EventHandler event matching the call data parameters, the script
will be launched.
The following parameter and value must be added to the EventResponse event in
order to enable the link between Siebel CTI and Siebel SmartScript.
I Parameter name: SmartScript.ScriptName
I Parameter value: Your_script_name
Any parameters received that are prefixed with SmartScript will be passed to the
SmartScript that is invoked. The available parameters are:
I SmartScript.ScriptName
I SmartScript.ScriptId
I SmartScript.LanguageCode
I SmartScript.CampaignId
Integrating Siebel CTI with Siebel SmartScript
I SmartScript.CampContactId
I SmartScript.ContactId
Either ScriptName or ScriptId must be specified in order to start a specific
SmartScript. Otherwise, the agent will be prompted, through the Choose Script
dialog box, for the name of the script to run. In addition, either Siebel VB or Siebel
eScript must be invoked to set the correct focus for the applicable business
component. For more information about defining EventResponse parameters, see
EventResponse Definitions on page 3-37.
Example Event to Invoke SmartScript Script
The following example shows how a CTI event can be defined that will invoke a
Siebel SmartScript script.
Table 4-6. EventHandler: InboundCallReceived
DeviceCommand EventRinging
Order 1
Response OnInboundCallReceived
Table 4-7. EventResponse: OnInboundCallReceived
SmartScript.ScriptName Customer Service
Configuring the CTI Toolbar, CTI Menu, and Shortcut Menu
Displaying CTI Parameter Data in SmartScript 4
If a SmartScript is invoked from Siebel CTI, call data parameters are also available
to be passed to SmartScript. These parameters, which have the same names in
SmartScript as in the CTI configuration data, can be accessed through either Siebel
VB or Siebel eScript by using the GetCTIParameter function against the SmartScript
object. The parameters can be included among the variables displayed in the
SmartScript dashboard by using the prefix CTIfor example, [CTI.ANI].
For details, refer to the section on dashboard variables and programming in the
Siebel SmartScript Guide.
Configuring the CTI Toolbar, CTI Menu, and
Shortcut Menu 4
This section describes how the CTI toolbar, the CTI menu, and the shortcut menu
are configured.
Configuring the CTI Toolbar 4
This section describes the CTI toolbar, explains how the toolbar buttons are related
to CTI commands defined for the CTI configuration, and provides instructions and
guidelines for modifying the CTI toolbar.
CTI Toolbar and Toolbar Buttons
The CTI toolbar is defined and configured within Siebel Tools, like other toolbars in
the Siebel applications. Its behavior is also subject to the CTI commands defined in
your CTI configuration. For more information about configuring toolbar, toolbar
item, and command object definitions, refer to the Siebel Tools Guide and the Siebel
Object Types Reference.
NOTE: Generally, it is best not to make changes in Siebel Tools unless strictly
necessary. Doing so requires that Siebel repository files be distributed to all Siebel
dedicated clients and Application Object Managers supporting thin clients.
Table 4-8 lists the CTI command buttons that are available to be included in the CTI
toolbar, indicates what CTI command each button invokes, and indicates whether
the button appears in the CTI toolbar by default.
The left column in Table 4-8 represents the command name used in Siebel Tools.
The middle column represents the method associated with the command in Siebel
Tools. Most of the CTI toolbar command buttons execute methods of the service
CTI Client; in Siebel Tools, each identified method is in the form service.method.
For the commands that execute CTI Client methods, the method name corresponds
to the name of a CTI command defined in the Siebel CTI configuration and stored
in the Siebel database. The CTI configurations provided out of the box by Siebel
Systems include commands with these names. For more information about CTI
commands, see Command Definitions on page 3-19.
Table 4-8. CTI Toolbar Buttons (Sheet 1 of 2)
CTI Command Name (in Tools) CTI Command/Method Name Default
CTI Accept Call AnswerCall Yes
CTI Busy State ChangeBusyState
(Genesys configurations only)
No
CTI Call Forwarding ForwardCall Yes
CTI Cancel Call Forwarding CancelForwardCall Yes
CTI Complete Conference ConferenceComplete Yes
CTI Complete Transfer TransferComplete Yes
CTI Conference Transfer ConferenceTransferGroupInToolbar Yes
CTI Consultative Transfer ConsultativeTransferGroupInToolbar Yes
CTI Hold Call HoldCall Yes
CTI Log In LogIn Yes
CTI Log Out LogOut Yes
CTI Make Call MakeCallGroupInToolbar Yes
CTI Mute Transfer MuteTransferGroupInToolbar Yes
CTI Not Ready State ChangeNotReadyState Yes
CTI Toolbar Group Commands
In the CTI configurations provided out of the box by Siebel Systems, the CTI
commands whose names end in GroupInToolbar are commands that may contain
several subcommands, one of which is invoked, based on the current context. The
Order value specified for each subcommand determines the sequence in which
Siebel CTI checks each subcommand to find one that matches the context.
For example, MakeCallGroupInToolbar contains several instances of the command
parameter SubCommand, each of which specifies another command, such as
MakeCallToAccount, MakeCallToContact, and so on. When the agent clicks on the
Make Call button in the CTI toolbar, one of these subcommands is invoked,
according to the current context.
If the agent is viewing a contact record, for example, Contact is the current business
component. Because this business component is specified in the command data
defined for MakeCallToContact, Siebel CTI finds a match in this command.
CTI Release Call ReleaseCall Yes
CTI Reset Current DN ResetState No
CTI Resume Call UnHoldCall Yes
CTI Retrieve Call RetrieveCall Yes
CTI SelectDN1 SelectDN1
No
No
No
No
No
Table 4-8. CTI Toolbar Buttons (Sheet 2 of 2)
CTI Command Name (in Tools) CTI Command/Method Name Default
CTI Toolbar ToolTip Text
The ToolTips displayed when the agent points to a CTI toolbar button are derived
primarily from the CTI command definition in the CTI configuration. They may also
be obtained from the CTI driver or from the toolbar commands object definition in
Siebel Tools. The ToolTip text is derived in this fashion:
I For the CTI command (which may be a subcommand of another command) that
the toolbar button represents, the value of the command parameter Description
is used as the ToolTip text. Obtaining text from the context-appropriate
subcommand allows the ToolTip text itself to vary by context. For the
MakeCallToContact command, for example, the ToolTip text is Make Call to
Contact.
I If the command parameter Description is not used for the CTI command that the
toolbar button represents, then any ToolTip text defined in the CTI driver will be
used. Such text may also be context-sensitive, depending on the driver
implementation.
I If neither of the previous two sources provides ToolTip text, then any ToolTip
text defined in Siebel Tools for the commands object definition will be used.
Such text cannot be context-sensitive, because only a single string is defined for
the toolbar button.
CTI drivers and CTI configurations provided by Siebel Systems provide ToolTip text;
if you use such a CTI driver, any ToolTip text defined in Siebel Tools is not used.
CTI Device Command
When an agent clicks a CTI toolbar button, the Siebel client attempts to execute a
CTI command, corresponding to the method name, from the Siebel CTI
configuration. If no matching CTI command is found, the Siebel driver attempts to
execute a CTI device command with the same name as the method.
Each CTI command executes a device command, unless the command consists of a
group of subcommands or the command invokes a business service method or a
script but does not require that a device command be executed.
See the commands table in the relevant appendix for your Siebel-validated CTI
middleware.
Blinking Toolbar Buttons
Some CTI toolbar buttons blink, based on event occurrence. For example, when a
call is on hold, the button for Retrieve Call blinks. When a new call arrives, the
button for Accept Call blinks.
For buttons executing methods of the CTI Client service, this behavior is controlled
by the CTI driver and cannot be configured. For a button executing a method of
another business service, this behavior is controlled by that service.
Customize Dialog Box
In Table 4-8 on page 4-19, the CTI command names in the left column correspond
to the CTI toolbar button names in the Customize dialog box. End users can add
buttons to, or remove buttons from, the CTI toolbar. For more information about
end-user customization of the CTI toolbar, see Customizing the CTI Toolbar on
page 2-70. For information about end-user operations for the CTI toolbar, see Using
the CTI Toolbar on page 2-74.
Modifying Version 5.x CTI Toolbar Commands
If you are upgrading from Siebel CTI version 5.x, then the commands defined in
your CTI configuration may need to be modified in order for the CTI toolbar to work
properly.
In version 5.x, any CTI command that is associated with a CTI toolbar button
includes the parameter ToolbarCommand (set to TRUE). In version 6.x, this
parameter is no longer applicable; the name of a CTI command that is associated
with a CTI toolbar button must match the method name invoked for the toolbar
button, as defined in Siebel Tools.
As necessary, you should rename any CTI commands that use the ToolbarCommand
parameter to match the CTI toolbar commands defined in Siebel Tools, and then
remove the ToolbarCommand parameter from the CTI command definition.
Alternatively, you can rename the command as defined in Siebel Tools in order to
match the name of the CTI command, then distribute the modified repository file.
Table 4-8 on page 4-19 lists the CTI toolbar commands and identifies the method
called by each command. See the following section for more information about
scenarios for modifying the CTI toolbar.
Modifying the CTI Toolbar or Toolbar Commands
In implementing Siebel CTI, you can modify CTI toolbar functionality in several
ways. Several types of modifications that may apply to your implementation are
described below.
I Modify which CTI command a CTI toolbar invokes
If you have created a CTI command in the CTI configuration and you want a CTI
toolbar button to invoke this command instead of an existing command, rename
your commands in the CTI configuration so that the new command uses the
name of the command previously associated with the toolbar button.
Renaming a command in the CTI configuration has less impact on a Siebel
upgrade effort than modifying object definitions in Siebel Tools.
I Modify which business service method a CTI toolbar invokes
If you have created a custom business service and you want a CTI toolbar button
to invoke a method for this service, then you must modify the commands object
definition in Siebel Tools to specify the new business service and method.
I Modify the device command a CTI toolbar invokes
If you have created a custom CTI driver, using Adaptive CTI, to extend or replace
the functionality of a CTI driver provided by Siebel Systems, then you can reuse
the existing CTI toolbar configuration and you can reuse existing CTI command
definitions from the CTI configuration data provided by Siebel Systems.
You must have specified a different device driver (DeviceDriver parameter) in
the Siebel .cfg file in order to use the custom CTI driver. Then you also specify
the new device command in the CTI command name, in order to use the
command as defined in the CTI driver.
For more information about the DeviceDriver parameter, see Editing the Siebel
.cfg File on page 2-20. For more information about device commands, see
Command Definitions on page 3-19. For more information about Adaptive
CTI, see Chapter 6, Writing a CTI Driver for Siebel Adaptive CTI.
I Add a new button to the CTI toolbar or add a new bitmap for an existing button
These procedures are described in the Siebel Tools Guide.
I Move a CTI command button onto a different toolbar or move a command
button from another toolbar onto the CTI toolbar
In order to move a command button from one toolbar to another toolbar, you
can copy and paste the toolbar item record from one toolbars object definition
to the other toolbars object definition.
For more information about configuring the CTI toolbar in Siebel Tools, refer to the
Siebel Tools Guide.
Configuring the CTI Menu and the Shortcut Menu 4
This section describes the CTI menu and CTI-enabled context-sensitive shortcut
menu, explains how items in the CTI menu and shortcut menu relate to CTI
commands defined for the CTI configuration, and provides instructions and
guidelines for modifying the CTI menu and shortcut menu.
For information about end-user operations for the CTI menu, see Using the CTI
Menu on page 2-77.
CTI Menu and Shortcut Menu
The CTI menu is displayed in the Siebel client when Siebel CTI is enabled for a user.
It appears in the menu bar to the left of the Help menu. The CTI menu is configured
by configuring CTI commands defined in the CTI configuration.
Unlike that of the CTI toolbar, the exact content of the CTI menu varies according
to the CTI configuration you are using. There is no single default CTI menu
configuration that applies to all the CTI configurations provided by Siebel Systems.
The shortcut menu, which is accessed by clicking the right mouse button, is
generally available in the Siebel client; when Siebel CTI is enabled, CTI-related
items are added to it, according to the CTI commands defined for the CTI
configuration.
Command Parameters Affecting Items in the CTI Menu and Shortcut Menu
The presence and appearance of items in the CTI menu and shortcut menu are
determined by a set of related command parameters defined for the CTI commands
that are to appear in the affected menu. For more information, see Table 3-7 on
page 3-20.
I Hidden. Should be set to FALSE, or omitted from the command definition, for
commands to appear in the CTI menu. Should be set to TRUE for commands that
are intended to appear in the shortcut menu or the CTI toolbar.
I LocalMenu. Should be set to TRUE for commands to appear in the shortcut menu.
I Title. Provides the text of the commands menu item in the CTI menu or the
shortcut menu.
I Description. Provides the text to be displayed in the status bar when the agent
points to the commands menu item in the CTI menu or the shortcut menu.
I Order. Specifies the position of the commands menu item, in the CTI menu or
the shortcut menu, relative to the other menu items.
I HotKey. Specifies the key combination that serves as a keyboard accelerator for
the commands menu item in the CTI menu or the shortcut menu.
CTI Menu Group Commands
In the CTI configurations provided out of the box by Siebel Systems, the CTI
commands whose names end in GroupInMenu or GroupInLocalMenu are
commands that may contain several subcommands, one of which is invoked when
the menu item is chosen, based on the current context. The Order value specified
for each subcommand determines the sequence in which Siebel CTI checks each
subcommand to find one that matches the context.
The GroupInMenu commands are for the CTI menu, and the
GroupInLocalMenu commands are for the shortcut menu.
For example, MakeCallGroupInLocalMenu contains several instances of the
command parameter SubCommand, each of which specifies another command,
such as MakeCallToAccount, MakeCallToContact, and so on. When the agent
chooses the Make Call item in the shortcut menu, one of these subcommands is
invoked, according to the current context.
If the agent is viewing a contact record, for example, Contact is the current business
component. Because this business component is specified in the command data
defined for MakeCallToContact, Siebel CTI finds a match in this command.
CTI Menu Item Descriptions in the Status Bar
When an agent points to a command in the CTI menu, the status bar at the bottom
of the Siebel client displays a command description. These descriptions are derived
from the CTI command definition in the CTI configuration.
CTI Device Command
When an agent chooses a command from the CTI menu or the shortcut menu, the
Siebel client executes the corresponding CTI command from the Siebel CTI
configuration.
See the commands table in the relevant appendix for your Siebel-validated CTI
middleware.
Supporting Multiple Instances of the Siebel Client
Supporting Multiple Instances of the Siebel Client 4
Siebel administrators and configurators for your call center can deploy the Siebel
eBusiness Applications in a way that allows call-center agents to run multiple
instances of the CTI-enabled Siebel client on their desktop at the same time. Each
instance can run against one of the following:
I A different instance of the Siebel database
I The same Siebel database
Each of these approaches supports different goals and options and presents
different limitations. In particular, when a single database is used, the agent must
log into each database using a different login name, and must use a different
extension for each such session. When a different database is used for each session,
additional options are possible. These scenarios are described under Scenarios for
Running Multiple Siebel Instances on page 4-28.
For example, if your call centers Siebel implementation uses multiple databases to
support different languages, a single call center agent can run more than one
instance of the Siebel application, each accessing a database using a different
language. Such a scenario is described under Using Multiple Databases to Support
Different Languages on page 4-29.
For all of the scenarios outlined in this section, it is recommended that
EventHandlers be configured to use Sys_ device events to bring the appropriate
client window to the front, such as when an incoming call is ringing. Other
EventHandlers, which do not use the Sys_ device events, can generate screen
pops, such as when an agent accepts an incoming call.
For Genesys implementations, when multiple extensions are to be controlled from
the same desktop, you must follow the procedure in Configuring a Genesys Client
to Control Multiple Extensions on page 4-30.
Scenarios for Running Multiple Siebel Instances 4
This section illustrates options for running more than one instance of the Siebel
application. Table 4-9 outlines options for running two Siebel instances, using
different databases. Table 4-10 on page 4-29 outlines options for running two Siebel
instances, using a single database.
Table 4-9. Two Siebel Instances, Different Database
Scenario Instance A Instance B Comments
Same user
Same extension
Database1
User1
Extension1
Language1
Database2
User1
Extension1
Language1 or
Language2
An agent logs into each database using the same login
name. The agent controls a single extension from both
instances of the Siebel application.
The language used in each database may be the same or
different. Using a different language in each database is
described in Using Multiple Databases to Support
Different Languages on page 4-29.
Same user
Different extension
Database1
User1
Extension1
Language1
Database2
User1
Extension2
Language1 or
Language2
An agent logs into each database using the same login
name. The agent controls a different extension from
each instance of the Siebel application.
different.
For Genesys configurations, see Configuring a Genesys
Client to Control Multiple Extensions on page 4-30.
Different user
Same extension
Database1
User1
Extension1
Language1
Database2
User2
Extension1
Language1 or
Language2
An agent logs into each database using a different login
name. The agent controls a single extension from both
instances of the Siebel application.
different.
Different user
Different extension
Database1
User1
Extension1
Language1
Database2
User2
Extension2
Language1 or
Language2
name. The agent controls a different extension from
each instance of the Siebel application.
different.
This scenario can also be configured using a single
database, as shown in Table 4-10.
Using Multiple Databases to Support Different Languages 4
When your call centers Siebel implementation uses multiple databases to support
different languages, a single call center agent can run more than one instance of the
Siebel application, each accessing a database using a different language.
The CTI setting in the Options dialog box called Bring Siebel to front: Only on
matching events enables Siebel CTI to bring to the front a particular Siebel
application instance that matches an event. You can use Sys_ device events in your
EventHandlers to support your use of multiple application instances.
For more information about the Options dialog box, see End-User Client CTI
Configuration on page 2-64. For more information about configuring
EventHandlers and about Sys_ events, see EventHandler Definitions on
page 3-33.
For example, if you have a French database and an English database, campaign calls
for French or English can be routed to a single bilingual agent running an instance
of the Siebel application for each database. EventHandlers can be defined in each
database that filter call data such as the number dialed (equivalent to DNIS). If the
events are configured correctly, a campaign call to a French-language number will
find a matching EventHandler only in the French database; a call to an English-
language number will find a matching event only in the English database. The
correct instance of the Siebel application can be brought to the front when the call
is ringing, based on the CTI user option described earlier.
Table 4-10. Two Siebel Instances, Same Database
Scenario Instance A Instance B Comments
Different user
Different extension
Database1
User1
Extension1
Language1
Database1
User2
Extension2
Language1 or
Language2
name. The agent controls a different extension from each
instance of the Siebel application.
different.
This scenario can also be configured using two
databases, as shown in Table 4-9 on page 4-28.
If you do not want an EventHandler (using a Sys_ event) that brings the application
to the front to invoke an EventResponse to generate a screen pop, then you can
create one EventHandler that brings the application to the front but also invokes an
EventResponse that does nothing.
For the example above, if you want the screen pop to occur when the agent answers
the call, then you must create, in each database, EventHandler definitions that use
the regular event-ringing device event rather than the one preceded by Sys_. Each
such EventHandler should invoke an EventResponse that generates the appropriate
screen pop.
Configuring a Genesys Client to Control Multiple Extensions 4
If you are using Genesys T-Server middleware on Microsoft Windows NT, and you
want to allow agents to work with multiple extensions from the same desktop, the
following procedure must be performed on each client machine. These steps are in
addition to those that must be performed by Siebel administrators.
Removing the /m flag from the registry entry for the Genesys client software, as
described here, enables the OLE Automation Server to control multiple devices on
the clientwhich is necessary if a single agent is to be able to use multiple
extensions simultaneously.
To remove the /m flag for the Genesys client software
1 In Microsoft Windows NT, choose Start Run.
2 Type regedit in the Open text field, then press ENTER or click OK.
3 In the Registry Editor, choose Edit Find.
4 Enter sph51, then press ENTER or click Find Next.
A registry entry like the following is displayed under the Data column:
C:\WINNT\System32\sph51.exe /Automation /m
5 If the displayed entry ends in /m, as shown, then go to Step 6. If the entry does
not end in /m, discontinue this procedure: choose Registry Exit to exit the
Registry Editor.
6 Choose Edit Modify.
Configuring Remote Transfers and Conferences
7 Remove the /m at the end of the text in the Value data field, then press ENTER
or click OK.
8 Choose Registry Exit to exit the Registry Editor.
Configuring Remote Transfers and Conferences 4
You can configure Siebel CTI to allow agents to transfer calls and conference calls
to another call centerwith attached data to support screen pops. The ability to
transfer or conference to another call center is supported only for Genesys T-Server
configurations and requires that the Genesys External Router be installed and set up
in your CTI system. Follow the additional guidelines in this section to implement
this CTI functionality.
Creating Siebel CTI Configurations 4
You must create separate CTI configurations for each call center. For example, for
call centers in San Mateo and Emeryville, create a CTI configuration called
San Mateo and a CTI configuration called Emeryville, using the CTI configuration
views in the Siebel client.
I If your enterprise uses a single Siebel database, each call centers configuration
must be present in the Siebel database.
I If your enterprise uses multiple Siebel databases, such as those maintained using
Siebel Replication Manager, each call centers regional (replicate) database must
be kept in synchronization with the headquarters (master) database. For more
information, refer to the Siebel Remote and Replication Manager Administration
Guide.
The name of each call centers CTI configuration must match the entry for the call
centers Genesys T-Server, as defined in the TServer.cfg file for each agent. For more
information, see Editing the TServer.cfg File on page 4-32.
The Driver:Server configuration parameter must be defined for each configuration;
its value must match both the name of the CTI configuration and the entry in the
TServer.cfg file for the call centers T-Server. For more information, see Genesys
Configuration Parameters on page A-3.
Each configuration must define the telesets, agents, and extensions applicable to
that physical call center. All configurations must exist in the Siebel database at all
call centers. In the example, both the San Mateo and Emeryville configurations
would exist at both call centers.
Additional requirements for the CTI configurations are explained in the following
sections.
Editing the TServer.cfg File 4
For Siebel CTI implementations configured to support remote call transfers and
conferences by means of the Genesys External Router, each Siebel client machine
must have a copy of the file TServer.cfg installed in the WinNT directory.
Create or edit a copy of the file to contain entries as described here, and then
distribute it to all your Siebel CTI end users.
The exact name of each locations CTI configuration, as defined in the All
Configurations view, must appear in brackets in the TServer.cfg file, like
[San Mateo] and [Emeryville] in our example.
Parameters following each bracketed entry specify information that includes the
host name and port number for the corresponding T-Server. For more information
about configuring the TServer.cfg file for multi-site support (for calls between call
centers), see the Genesys T-Server Users Guide.
NOTE: All parameters in the TServer.cfg file must use lowercase letters only.
Specifying Dialing Filters 4
Each CTI configuration must contain configuration parameters specifying dialing
filters, in order to support dialing for both locations. These configuration parameters
may have names such as Dialing:Filter.Rule1, Dialing:Filter.Rule2, and so on. For
more information, see Genesys Configuration Parameters on page A-3.
For example, assume that the San Mateo call center is located in area code 650 and
has exclusive use of the prefix 295. Also assume that the Emeryville call center is
located in area code 510 and has exclusive use of the prefix 594. Four-digit dialing
is supported between these call centers.
With dialing filters such as those shown in the following example, phone numbers
for call transfers and call conferences initiated from Siebel CTI from either site to
the other site (or internal to one site) are converted from ten-digit numbers, as they
are stored in the Siebel database, to four-digit numbers.
The four-digit numbers would match the extensions defined in the organizations
switches and match the extensions defined in the CTI configuration views:
Dialing:Filter.Rule1 650295->
Dialing:Filter.Rule2 510594->
Adding a Command Parameter to Identify a Remote Call Center 4
In the CTI configurations for San Mateo and Emeryville, you would add a command
parameter like one of the examples below to the CmdData definition for any
applicable commandssuch as commands used for initiating a call transfer or
conference call to another call center.
The command parameter Param.RemoteConnectStr can include one of two macros
in its parameter value in order to obtain the desired CTI configuration name.
For more information, see Macros for Command/Event Parameters on page 3-11.
I $RemoteConnectStr. This macro derives the name of a remote call centers CTI
configuration from an agents extension number. For example:
I $RemoteConnectStr2. This macro derives the name of a remote call centers CTI
configuration from a field such as the agents employee ID. For example, where
the business object and business component are set to Employee, the
parameter definition uses the business component field Id to get the name of the
CTI configuration:
Example Command
The example Command and CmdData definitions shown in Table 4-11 on page 4-35
and Table 4-12 on page 4-35, in which the $RemoteConnectStr macro is employed,
use the Owner Phone field in the Service Request business component to determine
which call center has the phone number.
Param.RemoteConnectStr [$RemoteConnectStr(@Phone)]
Param.RemoteConnectStr {$RemoteConnectStr(Owner Phone:Lookup)}
Param.RemoteConnectStr [$RemoteConnectStr2(Id)]
In this example, the Param.RemoteConnectStr command parameter gets the
extension number for the call recipient by expanding the macro Owner
Phone:Lookup. Siebel CTI looks up which configuration has this extension and
returns the name of the call center with this extension.
Param.RemoteConnectStr will be set to the name of the configuration and passed to
the CTI driver. The CTI driver compares the value of Param.RemoteConnectStr with
values that represent call centers and determines whether to make an external call.
Table 4-11. Command: MuteTransferToSROwner
CmdData MuteTransferToSROwner
Description Mute Transfer to Service Request Owner
DeviceCommand TransferMute
Hidden TRUE
Order 2
Table 4-12. CmdData: MuteTransferToSROwner
BusComp Service Request
RequiredField.'Owner Phone' ?*
Param.PhoneNumber {Owner Phone:Lookup}
AttachContext TRUE
Param.CallNotifyText Mute transfer from {@UserName} about SR {Id}...
Param.RemoteConnectStr {$RemoteConnectStr(Owner Phone:Lookup)}
(In this example, Owner Phone is a field from the Service
Request business component.)
Configuring the Siebel CTI Server
5
Call-Routing Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Call Routing and CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Installing the Siebel CTI Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Call Routing for a Genesys Configuration . . . . . . . . . . . . . . . . . . . . . . . 5-4
Flow of Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Customizing the Stored Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Stored Procedure Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Stored Procedure Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Running the Siebel CTI Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10
Starting and Configuring a CTI Inbound Call Router Server Task . . . . . . . . 5-11
Stopping a CTI Inbound Call Router Server Task . . . . . . . . . . . . . . . . . . .5-17
Chapter Overview
Chapter Overview 5
Siebel CTI provides a Siebel Server component that facilitates the routing of
inbound calls. A Siebel Server that includes this component and performs this
function is called a Siebel CTI Server.
The call-routing server component receives notification of an incoming call and
executes a Siebel database stored procedure that passes to the CTI middleware the
extension of the agent to whom the call is to be routed.
NOTE: For version 6.2 of Siebel CTI, the Siebel CTI Server described in this chapter
is supported only on Microsoft Windows NT, not on UNIX platforms.
NOTE: If CTI-enabled Siebel eBusiness Applications are to be used with an IBM DB2
database, and you plan to implement inbound call routing for Genesys T-Server,
note that the IBM DB2 SDK software and a C/C++ compiler are required to
compile the Siebel CTI stored procedures and triggers.
Call-Routing Overview 5
When a call arrives at the switch, the CTI middleware is notified and passes the call
event and its event data fields to the Siebel Servers call-routing component, the CTI
Inbound Call Router. Then a stored procedure is executed in the Siebel database,
using the inbound calls event data fields as input parameters. These fields may
include ANI, DNIS, digits collected from an IVR system, and so on.
The stored procedure uses the event data to perform lookups in the Siebel
databasefor example, finding a campaign ID based on a DNIS number, or finding
a customer ID based on ANI or IVR data. Based on these intermediate lookups and
on the business logic encapsulated in the stored procedure, the procedure ultimately
returns the extension of the call-center agent to whom the call is to be routed.
The stored procedures output data is returned to the CTI middleware and then sent
to the switch to put the call through to the agents extension. The data fields
attached to the call are also sent from the CTI middleware to the agents Siebel
client. Typically, the agent also receives a screen pop based on the customer data.
Chapter Overview
Siebel CTI includes the call-routing Siebel Server component and a sample stored
procedure. You must configure the server component appropriately and modify the
stored procedure to perform the database lookups and implement the business logic
that your call center requires.
Call Routing and CTI Middleware 5
Siebel CTI currently supports call routing using the Siebel CTI Server for the
following validated middleware/switch configurations only:
I Genesys T-Server with any supported switch. See Call Routing for a Genesys
Configuration on page 5-4. The stored procedure for such a configuration is
called route_genesys.
NOTE: Adaptive CTI cannot be used to implement call routing.
Installing the Siebel CTI Server 5
The Siebel CTI Server is part of a standard Siebel Server installation. The call-
routing stored procedure is created in the Siebel database as part of a standard
Siebel database installation. Refer to the Siebel Server Installation Guide.
For details on configuring the CTI Inbound Call Router server component, see
Running the Siebel CTI Server on page 5-10.
Call Routing for a Genesys Configuration
Call Routing for a Genesys Configuration 5
This section describes:
I The flow of events in call routing for a Genesys configuration
I Customizing the stored procedure
I Text of the stored procedure
I Parameters for the stored procedure
Flow of Call Routing 5
For a Siebel CTI Server implementation employing Genesys T-Server middleware,
the general flow of events and event responses involved with call routing is as
follows:
1 An incoming call arrives at the switch, which sends event notification and
attached data, such as ANI or DNIS, to the Genesys T-Server.
2 If an IVR system is integrated, the caller may input data that will also be attached
to the call in the form of CollectedDigits event data.
3 The Genesys T-Server sends an EventRouteRequest message containing the
attached data to the Siebel CTI Serverthe Siebel Server that has been
configured to include the CTI Inbound Call Router server component.
4 The CTI Inbound Call Router server component executes the Genesys version of
the call-routing stored procedure in the Siebel database, with data from the event
data fields as input parameters.
5 The stored procedure performs database lookups and executes its business logic,
ultimately outputting the extension of the call center agent.
NOTE: If routing inbound calls to another call center is to be supported (using the
Genesys External Router), the stored procedure must also output the name of the
T-Server for the agents call center.
6 The Siebel CTI Server sends back to the Genesys T-Server an
EventRouteResponse message containing the stored procedures output data.
7 The Genesys T-Server sends back to the switch the EventRouteResponse
message and associated data.
If the call is being routed to another call center, the T-Server forwards the
response to the T-Server at the other call center.
8 The switch puts the call through to the agent and notifies the T-Server that the
call was routed to the agent.
9 The T-Server sends an EventRouteUsed message to the Siebel CTI Server,
indicating that the call was routed to the agent. The Siebel CTI Server writes that
information into a trace file.
10 The Genesys T-Server sends an EventRinging message, with which a screen pop
can be generated, to the Siebel client of the answering agent.
Customizing the Stored Procedure 5
The call-routing stored procedure for Genesys, route_genesys, is a sample only, for
your supported database.
You must customize the stored procedure to include your business logic for
determining who should receive a call, based on the call event data. Such data may
include ANI, DNIS, digits collected from an IVR, and so on.
As written, the sample stored procedure uses IVR input (CollectedDigits) to perform
a lookup of a service request ID, then returns the extension of the agent who is the
service request owner.
NOTE: When you customize a sample call-routing stored procedure, you can modify
the procedure body, but you must use the same parameters defined in the sample.
For details, see Stored Procedure Parameters on page 5-8.
Stored Procedure Text 5
The text of the call-routing stored procedure (that is, the DDL that creates the stored
procedure in the Siebel database) is shown here, for both Microsoft SQL Server and
Oracle databases.
Microsoft SQL Server Example
This example is for a Microsoft SQL Server database:
IF exists (select o.name from sysobjects o, sysusers u
where o.name = 'route_genesys'
and o.type = 'P'
and o.uid = u.uid
and u.name = USER)
DROP PROCEDURE route_genesys
go
create procedure route_genesys
@coll_digits varchar(255),
@dn varchar(255),
@queue varchar(255),
@dnis varchar(255),
@ani varchar(255),
@customerID varchar(255),
@route_dn varchar(255) OUTPUT,
@location varchar(255) OUTPUT,
@route_type int OUTPUT
as
DECLARE @tmp_data_eVARCHAR(40)
select @tmp_data_e= NULL
IF @dnis = '800-ABCD'
BEGIN
select @location ='abcd'
END
ELSE
BEGIN
select @location ='default'
END
SELECT @tmp_data_e = substring(WORK_PH_NUM,7,4)
FROM S_SRV_REQ ssr, S_EMPLOYEE se
WHERE ssr.OWNER_EMP_ID = se.ROW_ID
and ssr.SR_NUM = @customerID
IF @tmp_data_e is null OR @@ROWCOUNT = 0
select @route_dn = '2345'
ELSE
select @route_dn = @tmp_data_e
select @route_type = 0
go
Oracle Example
This example is for an Oracle database:
create or replace procedure route_genesys(
coll_digits varchar2,
dn varchar2,
queue varchar2,
dnis varchar2,
ani varchar2,
customerID varchar2,
route_dn in out varchar2,
location in out varchar2,
route_type in out number)
as
tmp_data_e VARCHAR2(40);
begin
IF dnis = '800-ABCD' THEN
location := 'abcd';
ELSE
location := 'default';
END IF;
SELECT substr(work_ph_num,7,4) INTO tmp_data_e
FROM s_srv_req ssr, s_employee se
WHERE ssr.owner_emp_id = se.row_id
and ssr.sr_num = customerID;
route_dn := tmp_data_e;
route_type := 0;
EXCEPTION
WHEN NO_DATA_FOUND THEN
route_dn := '2345';
end route_genesys;
/
Stored Procedure Parameters 5
Table 5-1 describes the supported parameters for the call-routing stored procedure
for Genesys.
Table 5-1. Call-Routing Stored Procedure Parameters (Sheet 1 of 2)
Parameter Name Description
coll_digits Data that is collected from the user at the switch level (by IVR).
Parameter type: input
dn The route point that is configured to receive this route request.
queue Queue from the route request event.
dnis Dialed Number Identification Servicethe number dialed by the
customer.
ani Automatic Number Identificationthe customers number.
customerID A field from the Genesys route request event.
route_dn An output parameter representing the DN of the agent to which the call
is routed. This parameter is required if the parameter route_type is set
to 4, 5, or 10.
Parameter type: output
location If you are using external call routing with the Genesys External Router,
this parameter should return the name of the external Genesys T-Server
from the TServer.cfg file (for Windows NT) or the tserver.conf file (for
UNIX). This file is installed in the bin subdirectory of the Siebel Server
installation directory.
route_type 0 Route type unknown.
1 Routing is to be performed according to configuration preset by the
switch.
2 Routing is to be performed according to the switch-specified label.
3 Not supported.
4 Route to the number specified in the parameter route_dn (domestic
outside route).
5 Route to the number specified in the parameter route_dn
(international).
6 Reserved (not used).
7 Reject the routing request.
10 Route to the agent specified in the parameter route_dn.
11 Uses priority set in the switch (other calls); specific to Lucent
Definity G3 switch.
12 Uses priority set in the switch (agent); specific to Lucent Definity
G3 switch.
Table 5-1. Call-Routing Stored Procedure Parameters (Sheet 2 of 2)
Running the Siebel CTI Server
Running the Siebel CTI Server 5
This section describes the two parts of running the Siebel CTI Server:
I Starting and configuring a CTI Inbound Call Router server task
I Stopping a CTI Inbound Call Router server task
A CTI Inbound Call Router task must be running in order to route calls. You use the
Siebel Server Manager, in either GUI or command-line mode, to start the Siebel CTI
Serverthat is, to start and configure a server task for the CTI Inbound Call Router
server component. You can also stop a CTI Inbound Call Router server task.
This section describes using the GUI version of the Siebel Server Manager, which is
available to system administrators in the Siebel client. For more information about
working with Siebel Server tasks and about using the Siebel Server Manager, refer
to the Siebel Server Administration Guide.
Starting and Configuring a CTI Inbound Call Router Server Task 5
In order to start and configure a CTI Inbound Call Router task, follow the steps
described in this section.
To start and configure a CTI Inbound Call Router task
1 Start the Siebel client, logging onto the database as the Siebel administrator.
2 Choose Screens Server Administration Servers Server Tasks to display the
Siebel Server Tasks view.
3 In the Server Tasks list applet, click New to begin generating a server task for the
CTI Inbound Call Router component and to create a new CTI Inbound Call
Router task record in the Server Tasks list applet.
4 In the new record, click the Component field to display the fields picklist.
The Pick Assigned Component dialog box is displayed.
5 In the dialog box, select CTI Inbound Call Router, then click Pick to choose this
component.
In the Server Tasks list applet of the Siebel Server Tasks view, note that new
values are filled in for the new record for the CTI Inbound Call Router task.
6 In the Server Tasks list applet, click Parameters to specify parameters for the CTI
Inbound Call Router task.
The Parameter Overrides dialog box is displayed.
7 Enter any needed values for the six parameters listed in this step, then click
Close.
Parameters for a CTI Inbound Call Router task include:
I Application Name for TServer. A name for the CTI Inbound Call Router server
task, as registered with the Genesys T-Server. For reporting purposes, you
should provide a unique name for each CTI Inbound Call Router task you
startfor example, CTIROUTE1, CTIROUTE2, and so on.
I Middleware Vendor Name. The name of the CTI middleware vendor. The only
supported value for this release is Genesys.
I Middleware Server Hostname. The name of the machine on which the Genesys
T-Server is running. This parameter should be set to the section name in the
TServer.cfg file (for Windows NT) or tserver.conf file (for UNIX) that points
to the actual name of the Genesys T-Server. If the file does not include a
section with this name, an error message will be displayed when the CTI
Inbound Call Router server component is started.
The TServer.cfg or tserver.conf file is installed in the bin subdirectory of the
Siebel Server installation directory.
NOTE: All parameters in the TServer.cfg or tserver.conf file must use
lowercase letters only.
I Middleware Server Port. The port number to connect to on the machine on
which the Genesys T-Server is running.
I Route Teleset Number. The route point number for the Genesys T-Server. The
CTI Inbound Call Router task will listen on the specified route point.
If this parameter is set to 0 (zero), the CTI Inbound Call Router task will
listen on all DNs (including VDNs and CDNs) for the T-Server.
If this parameter is set to another number, the CTI Inbound Call Router
task will listen on all DNs (including VDNs and CDNs) for that route
point.
NOTE: If you need to listen on multiple route points, but do not want to listen
on all DNs for the T-Server, then you must start multiple instances of the CTI
Inbound Call Router taskone for each route point on which to listen.
I Switch Vendor Name. The name of the call-center switch where the inbound
calls arrive. Possible values for this release are Lucent, Meridian, Aspect,
Rockwell, and Siemens.
NOTE: The value for the Middleware Server Port parameter must be an
integer. Values for all the other parameters must be character strings no more
than 50 characters in length.
8 Click Start to start the CTI Inbound Call Router task.
The task status will be Starting up, and then it will change to Running.
Stopping a CTI Inbound Call Router Server Task 5
If you need to stop a CTI Inbound Call Router server task, follow the steps described
in this section. When a CTI Inbound Call Router task has been stopped, its status
will be Completed. If you require another CTI Inbound Call Router task, you must
start a new one.
To stop a CTI Inbound Call Router task
1 In the Server Tasks list applet in the Siebel Server Tasks view, click the record
for the CTI Inbound Call Router task you want to stop.
2 Click Stop to stop the selected task.
NOTE: A CTI Inbound Call Router task cannot be paused.
Writing a CTI Driver for Siebel Adaptive CTI
6
Required Skills for an Adaptive CTI Developer . . . . . . . . . . . . . . . . . 6-2
Adaptive CTI Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
CTI Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
Commands and Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
COM Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Asynchronous Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Adaptive CTI Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
Adaptive CTI Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Example for ISTDriver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Example for ISTService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-10
Example Utility for VARIANT Lookups . . . . . . . . . . . . . . . . . . . . . . 6-12
Chapter Overview
Chapter Overview 6
This chapter provides developer guidelines and examples for writing a CTI driver
using the Siebel Adaptive CTI application programming interface.
For a reference regarding the methods, data types, and constants for the Siebel
Adaptive CTI API, see Appendix C, Siebel Adaptive CTI API Reference.
Required Skills for an Adaptive CTI Developer 6
In order to develop an interface to Adaptive CTI, it is recommended that you
understand:
I The Siebel product from an end-user standpoint and from a development
standpoint
I CTI concepts and event-handling model
I Microsoft technologies and the Microsoft object set of development tools: COM,
Visual Basic, C++
NOTE: Siebel Expert Services may be engaged to provide guidance and support in
the development of custom CTI drivers using Adaptive CTI. Custom CTI drivers are
to be supported and maintained by their originators. Siebel Systems is not liable in
any way for custom CTI drivers.
Adaptive CTI Design
Adaptive CTI Design 6
Siebel Adaptive CTI is a programmable software layer between Siebel applications
and the CTI middleware.
The Adaptive CTI layer has two main parts:
I The CTI driver manager, which is provided by Siebel Systems as part of the
Siebel client (provided that your company has licensed the Siebel CTI module)
I The CTI driver, through which all communications pass between the CTI driver
manager and the CTI middleware
CTI Drivers 6
CTI drivers can be provided by Siebel Systems or developed by others:
I Siebel provides CTI drivers for use with Genesys T-Server and Dialogic
CT-Connect. For configuration parameter, command, and event details for each
configuration that is supported out of the box, refer to the relevant appendix for
your Siebel-validated CTI middleware.
I Siebel customers and CTI middleware or switch vendors can use Adaptive CTI
to write custom CTI drivers to support other middleware/switch configurations.
To find out about CTI drivers created by other vendors, refer to the Alliances &
Resellers page on the Siebel web site, http://www.siebel.com.
Adaptive CTI Design
Commands and Events 6
Adaptive CTI is based on the concept of CTI commands and events.
I A command is a feature of the CTI driver that can execute a particular switch
function. Usually, the command, such as a request from the Siebel client to make
a call, is executed with parameters whose values contain associated data such
as the number to call. The CTI driver passes the command and associated data
to the CTI middleware for execution.
I An event is a notification of a telephony occurrence that the Siebel client receives
from the CTI driver along with some data fieldssuch as notification of an
incoming call, with associated data such as the callers telephone number (ANI).
For a simplified illustration of data flow associated with commands and events,
see Figure 1-2 on page 1-13. For an overview of the elements of a CTI
configuration, see Figure 2-1 on page 2-23.
Because a CTI driver sends commands to the CTI middleware, you must write the
CTI driver to send commands in a form that the CTI middleware can understand.
Likewise, because the CTI driver sends events from the CTI middleware to the
Siebel client, you must write the CTI driver to send events in a form that the CTI-
enabled Siebel client can understand.
Once you have written a CTI driver, you configure Siebel CTI as described in
Chapter 2, Configuring Siebel CTI, and Chapter 3, Working with CTI Commands
and Events.
Commands and events you define in the CTI configuration views must be based on
what the CTI middleware and switch support. Commands, command parameters,
events, and event data fields will vary among CTI drivers, just as they vary among
middleware or switch providers.
You can retrieve Siebel CTI configuration parameter values from the Siebel
database. Storing the parameters you need in the Siebel database allows the CTI
administrator to set parameter values appropriately for your CTI driver.
In addition, you must write the driver to support the configuration parameters you
require. If you have created a custom CTI driver, you must create all the
configuration parameters in the CTI configuration views and assign values to them.
The CTI driver and the CTI configuration work together to implement the desired
CTI behavior for the Siebel application.
Adaptive CTI Design
COM Architecture 6
The Adaptive CTI interface is based on the Microsoft COM standard, because this
standard supports:
I Multiple languages (Visual Basic, Java, C++)
I Ease of callback (notifications) implementation
I Transparent multithreading
I Transparent distributed computing
Asynchronous Model 6
The Adaptive CTI layer is designed to be asynchronous whenever possible, so that
the entity calling the method does not have to wait for the called party to complete
the execution of the method. The CTI driver calls the methods of ISTClient
asynchronously; other driver operations are synchronous.
Adaptive CTI Design
Initialization 6
Starting the CTI-enabled Siebel client creates two COM objects for the CTI driver
implementation: ISTDriver and ISTService.
The ISTDriver Object
During initialization, the Siebel client creates the COM object for the CTI driver by
name. The COM object can be implemented in any language and must be registered
in a way that permits its creation by name.
I When the end user installs the Siebel client, the DLLs for the out-of-the-box CTI
drivers (Genesys and Dialogic) are automatically registered. The COM object is
created on the client machine when the user starts the Siebel client.
I For a custom CTI driver you create using the Adaptive CTI API, to support
middleware/switch configurations not supported out of the box by Siebel CTI:
I The associated DLL must be registered on each client machine. For a custom
CTI driver, you would typically create a program that would register the
associated DLL on the client machine.
I The name by which the DLL was registered must be specified as the value
for the DeviceDriver parameter in the [CTI] section of each clients .cfg file.
See Editing the Siebel .cfg File on page 2-20.
The ISTService Object
After the ISTDriver object has been created, the CTI driver manager of the Siebel
client, using the ISTDriver interface, asks the ISTDriver object to provide a service
and to pass the configuration parameters specified in the Configuration Parameters
and Telesets view. The client requests only one service from the CTI driver: to
monitor an individual teleset.
In response to this request from the Siebel client, the ISTDriver object returns the
ISTService object. By calling the methods of the ISTService object, the CTI driver
manager can access the available feature set of the CTI middleware.
Adaptive CTI Design
Adaptive CTI Architecture 6
The communications flow among the elements of Adaptive CTI is shown in
Figure 6-1. As shown, the ISTDriver and ISTService objects together make up the
CTI driver, along with other program data and logic built into the CTI driver. A copy
of the CTI driver resides on each client machine.
For an overview of the entire CTI system, see Figure 1-1 on page 1-11.
Figure 6-1. Adaptive CTI Architecture
ISTService
Siebel Client
CTI Driver
Initialization
CTI Middleware
ISTDriver
ISTClient CTI Driver Manager
Initialization
Commands/
Data
Events/Data
Commands/
Data
Events/Data
Adaptive CTI Examples
Adaptive CTI Examples 6
This section contains example implementations for the ISTDriver and ISTService
objects, and for a utility that performs lookups on VARIANT-type data. These
examples are for Genesys T-Server (Genesys Desktop Toolkit OLE/COM Interface),
and are implemented using Visual Basic 5.0.
For descriptions of each method in ISTDriver and ISTService, see Methods of
ISTDriver Object on page C-12 and Methods of ISTService Object on page C-13.
Example for ISTDriver 6
The following is an example implementation of ISTDriver:
VERSION 1.0 CLASS
BEGIN
MultiUse = -1 'True
END
Attribute VB_Name = "Driver"
Attribute VB_GlobalNameSpace = False
Attribute VB_Creatable = True
Attribute VB_PredeclaredId = False
Attribute VB_Exposed = True
Option Explicit
Implements STAPI.ISTDriver
Dim ServerName As String
Dim OleObject As String
Dim svc As Service
Private Function ISTDriver_RequestService(ByVal Client As STAPI.ISTClient,
ByVal serviceType As Long, ByVal paramString As String, ByVal datasetParams
As Variant) As STAPI.ISTService
Dim SoftPhone As Object
Dim DN1 As String
If serviceType <> ST_ST_PHONECONTROL Then
' Only simple phone control is supported
Exit Function
End If
Set SoftPhone = CreateObject(OleObject)
If SoftPhone Is Nothing Then
If Not Client Is Nothing Then
Client.HandleError 0, "Can't create Genesys OLE object"
End If
Exit Function
End If
If SoftPhone.Open(ServerName) <> 0 Then
Client.HandleError 0, "Can't open connection to Genesys Tserver"
End If
Exit Function
End If
If Not LookupProperty(datasetParams, "DN1", DN1) Then
DN1 = "5555"
End If
Set svc = New Service
SoftPhone.SetNotifyDispatch svc
SoftPhone.RegisterDNs 0, 1, DN1
svc.SetData Client, SoftPhone, DN1
Set ISTDriver_RequestService = svc
End Function
Private Sub ISTDriver_SetParameters(ByVal languageCode As String, ByVal
connectString As String, ByVal datasetParams As Variant)
If Not LookupProperty(datasetParams, "Server", ServerName) Then
End If
If Not LookupProperty(datasetParams, "OleObjectName", OleObject) Then
End If
End Sub
Private Sub Class_Terminate()
svc.CloseServer
End Sub
NOTE: When the CTI driver manager calls the CTI driver (the function
ISTDriver_RequestService called in the preceding example), the current users
primary extension (defined in the Telesets list applet of the Configuration
Parameters and Telesets view) is sent as the value for the parameter DN1 in the
datasetParams variable.
Example for ISTService 6
The following is an example implementation of ISTService. This example
implements the following commands only:
I MakeCall
I AnswerCall
I ReleaseCall
VERSION 1.0 CLASS
BEGIN
MultiUse = -1 'True
END
Attribute VB_Name = "Service"
Attribute VB_GlobalNameSpace = False
Attribute VB_Creatable = False
Attribute VB_PredeclaredId = False
Attribute VB_Exposed = True
Option Explicit
Implements STAPI.ISTService
Dim SoftPhone As Object
Dim DN As String
Dim Client As ISTClient
Public Sub SetData(ByRef PClient As ISTClient, ByRef PSoftPhone As Object,
ByVal PDN As String)
Set Client = PClient
Set SoftPhone = PSoftPhone
DN = PDN
End Sub
Public Sub CloseServer()
SoftPhone.SetNotifyDispatch Nothing
SoftPhone.CloseServer
End Sub
Public Sub OnEvent()
If Client Is Nothing Then
While SoftPhone.NextEvent
Wend
Exit Sub
End If
While SoftPhone.NextEvent
If SoftPhone.TeleEvent = "EventError" Then
Client.HandleError 0, SoftPhone.ErrorMessage
ElseIf SoftPhone.TeleEvent = "EventRinging" Then
Client.IndicateNewCall
End If
Dim fields(4) As String
fields(0) = "ANI"
fields(1) = SoftPhone.ANI
fields(2) = "OtherDN"
fields(3) = SoftPhone.OtherDN
Client.ShowStatusText SoftPhone.TeleEvent
Client.HandleEvent SoftPhone.TeleEvent, fields, False, 0
Wend
End Sub
Private Function ISTService_GetCommandByType(ByVal commandType As Long) As String
End Function
Private Function ISTService_GetCommandDescription(ByVal name As String) As String
End Function
Private Function ISTService_GetCommandStatus(ByVal name As String) As Long
If name = "MakeCall" Then
ISTService_GetCommandStatus = ST_CF_STRPARAMSOK
ElseIf name = "ReleaseCall" Then
ISTService_GetCommandStatus = ST_CF_NOPARAMSOK
ElseIf name = "AnswerCall" Then
ISTService_GetCommandStatus = ST_CF_NOPARAMSOK
Else
ISTService_GetCommandStatus = ST_CF_DISABLED + ST_CF_NOTSUPPORTED
End If
End Function
Private Function ISTService_GetImplementationObject(ByVal key As String)
As Variant
ISTService_GetImplementationObject = SoftPhone
End Function
Private Sub ISTService_InvokeCommand(ByVal trackingID As Long, ByVal name
As String, ByVal stringParam As String, ByVal datasetParam As Variant)
Dim PhoneNumber As String
If name = "MakeCall" Then
If Not LookupProperty(datasetParam, "PhoneNumber", PhoneNumber) Then
PhoneNumber = stringParam
End If
If PhoneNumber = "" Then
Client.HandleError trackingID, "Error: Phone number parameter
required"
End If
Exit Sub
End If
SoftPhone.MakeCall 0, DN, stringParam
ElseIf name = "ReleaseCall" Then
SoftPhone.CallRelease SoftPhone.ConnID, DN
ElseIf name = "AnswerCall" Then
SoftPhone.CallAnswer SoftPhone.ConnID, DN
End If
End Sub
Private Sub ISTService_NotifyContextData(ByVal trackingID As Long, ByVal context
As String)
End Sub
Private Sub ISTService_NotifyEventHandlingFinished(ByVal trackingID As Long,
ByVal result As Long)
End Sub
Private Sub ISTService_RequestObjectInformation(ByVal trackingID As Long,
ByVal objectType As Long, ByVal objectID As String, ByVal datasetParam As Variant)
End Sub
Example Utility for VARIANT Lookups 6
The following is an example implementation of a utility that performs lookups on
VARIANT-type data. The ISTService example calls this utility.
Function LookupProperty(ByRef dataset As Variant, ByVal key As String, ByRef value
As String) As Boolean
Dim lo As Integer
Dim hi As Integer
If VarType(dataset) <> (vbArray + vbString) Then
LookupProperty = False
Exit Function
End If
lo = LBound(dataset)
hi = UBound(dataset)
While lo < hi
If dataset(lo) = key Then
value = dataset(lo + 1)
LookupProperty = True
Exit Function
End If
lo = lo + 2
Wend
LookupProperty = False
End Function
Version 6.2 Siebel CTI Guide A- 1
Siebel CTI and Genesys
A
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Genesys Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3
Genesys Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-9
Genesys Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-15
Genesys Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-17
Genesys Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-18
Appendix Overview
A- 2 Siebel CTI Guide Version 6.2
Appendix Overview A
This appendix lists configuration parameters, commands, and events for
configuring a Siebel CTI environment for Genesys T-Server, version 5.1. Sample
Genesys configuration data can be found in the Siebel database or the sample
database.
For more specific information on particular parameters, commands, or events, see
documentation from Genesys, including the Genesys T-Server Users Guide. For more
information about configuring Siebel CTI, see Chapter 2, Configuring Siebel CTI,
and Chapter 3, Working with CTI Commands and Events.
Genesys Configuration Parameters
Genesys Configuration Parameters A
Table A-1 lists the supported configuration parameters for Genesys and displays
applicable default values for such a configuration. You view and modify these
configuration parameters in the Configuration Parameters and Telesets view, which
is one of the CTI administration views in the Communications Administration
screen.
Each parameter is prefaced with a keyword indicating how it will be used:
I Parameters prefaced with Driver: are sent to the ISTDriver object when Siebel
CTI is being initialized.
I Parameters prefaced with Service: are sent to the ISTService object after the
CTI driver object has created the CTI service object.
I Parameters prefaced with Dialing: are used by the Siebel client to manipulate
telephone numbers for calls made, transferred, or conferenced.
I Parameters prefaced with Setting: are used to establish global settings for
Siebel clients.
Table A-1. Genesys Configuration Parameters (Sheet 1 of 6)
Driver:
Server
Specifies the name of the Genesys T-Server.
This name must match the corresponding entry in the users TServer.cfg file, if it exists.
If there is no TServer.cfg file, use the parameters Driver:ServerHost and
Driver:ServerPort instead of this parameter.
(If Driver:Server is defined, then Siebel CTI does not use Driver:ServerHost or
Driver:ServerPort.)
If you are using the Genesys External Router to support calls, transfers, and conferences
between call centers, then:
I This name must also match the CTI configuration name, as defined in the All
Configurations view.
I You must use this Driver:Server parameter; you cannot use Driver:ServerHost and
Driver:ServerPort instead. (Note that you also must have a TServer.cfg file.)
page 4-31.
Driver:
ServerHost
Specifies the name of the host machine on which the Genesys T-Server is running.
If Driver:Server is not defined, Siebel CTI looks for Driver:ServerHost and
Driver:ServerPort. If these parameters are used, they must be used together.
Driver:
ServerPort
Specifies the TCP/IP port number the client must use to establish a connection with the
Genesys T-Server.
If Driver:Server is not defined, Siebel CTI looks for Driver:ServerHost and
Driver:ServerPort. If these parameters are used, they must be used together.
Driver:
BackupServer
Specifies the name of the backup Genesys T-Server.
Add this parameter if a backup T-Server exists. If the Siebel client cannot connect to the
T-Server, or if the T-Server fails and Siebel CTI receives an EventServerDisconnected
event, then the Siebel client tries to connect to the backup T-Server.
If there is no TServer.cfg file in which backup T-Server information is specified, use the
parameters Driver:BackupServerHost and Driver:BackupServerPort instead of this
parameter.
(If Driver:BackupServer is defined, then Siebel CTI does not use
Driver:BackupServerHost or Driver:BackupServerPort.)
Driver:
BackupServerHost
Specifies the name of the host machine on which the backup Genesys T-Server is
running.
If Driver:BackupServer is not defined, Siebel CTI looks for Driver:BackupServerHost
and Driver:BackupServerPort. If these parameters are used, they must be used together.
Driver:
BackupServerPort
Specifies the TCP/IP port number the client must use to establish a connection with the
backup Genesys T-Server.
If Driver:BackupServer is not defined, Siebel CTI looks for Driver:BackupServerHost
and Driver:BackupServerPort. If these parameters are used, they must be used together.
Driver:
OleObjectName
Specifies the Genesys Desktop Toolkit OLE/COM Interface object name.
The object is how the Siebel CTI driver communicates with the Genesys T-Server.
Because this value can change from version to version, you should specify it explicitly.
For Genesys version 5.1, set this parameter to DesktopToolkitOLE_COM.App.51.
Driver:
LogFileName
If a filename is specified using this parameter, each Siebel client will write detailed
information about all activity for the active call into a log file. Data for Siebel CTI and
Genesys T-Server activity is logged, including device events, commands, and command/
event data fields. This data can be useful for debugging.
I For the Siebel dedicated client, the log file is located by default in the bin
subdirectory of the Siebel installation directory if the full path for the log file is not
specified.
I For Siebel Thin Client for Windows, the log file is located by default on the Windows
desktopunder Windows NT, this usually corresponds to the directory
C:/WINNT/Profiles/user_name/Desktop.
A complete path can be specified along with the filename in order to write the file to a
nondefault location. For Siebel Thin Client for Windows, you should specify a location
on the users local machinesfor example, c:\Temp\Genesys.log.
For debugging purposes, the Siebel CTI log file can be compared with the log file for the
Genesys T-Server. In each log file, log records referring to the same call would contain
the same value for the ConnID event data field.
The default value is Genesys.log.
Driver:
MaxLogKB
Specifies the maximum size of the log file, in kilobytes (KB).
When the log file is full, it is emptied completely, then logging begins again.
The default value is 128 KB.
Driver:
Use1StepTransfer
A parameter that, when set to TRUE, specifies that the particular switch you are using
supports the OneStepTransfer function, which is equivalent to the TransferMute
command.
If the switch does not support OneStepTransfer, remove this parameter or set it to
FALSE. When it is set to FALSE, the CTI Mute Transfer toolbar button (which uses the
TransferMute command) and the equivalent CTI menu command are disabled.
Driver:
IsSiemens
Parameter that, when set to TRUE, specifies that you are using Genesys T-Server with a
Siemens switch. A configuration such as this requires special handling from CTI clients,
which is triggered by this parameter.
The default value is TRUE for the CTI configuration for Genesys and the Siemens Hicom
300E switch. The default value is FALSE for all other Genesys configurations.
Driver:
HasKeyName
Boolean settings that, when set to TRUE, specify whether the connected switch provides
programmatic support for the indicated functionality.
You can also disable a feature that is supported by the switch but that you do not want
your agents to use. If the value is FALSE, the associated feature is disabled.
For a disabled feature, an end user can use the Customize dialog box to remove the
commands button from the CTI toolbar. Or, using Siebel Tools, an administrator can
remove the button from the repository in order to remove it for all clients.
The following capabilities can be enabled or disabled:
I HasAgentBusy Set agent state to Busy/Not Busy
I HasDisconnect Disconnect the call
I HasAnswer Answer the incoming call
I HasHold Put the call on hold
I HasForward Set call forwarding
HasAgentBusy is set to FALSE by default; all the other parameters are set to TRUE by
default.
For a list of the particular features your switch supports, refer to Genesys T-Server
documentation.
Driver:
WorkOffline
If this parameter is set to TRUE, no Siebel dedicated clients using this CTI configuration
will be able to connect to the Genesys T-Server. Instead, the clients will use the CTI
Simulator.
This parameter is not included by default; you must add it if you require it.
When Siebel CTI goes into production, system administrators should make sure this
parameter is deleted or set to FALSE.
Users of the Siebel dedicated client who want to use the CTI Simulator should run the
Siebel executable program with the command-line flag /CTISIM. This flag is built into
the icons for Siebel Call Center Demo, Siebel Service Demo, and Siebel eMail Response
Demo. For more information, see Appendix E, Using the Siebel CTI Simulator.
Driver:
NetCallPort
For any users running the CTI Simulator, this parameter specifies a number representing
a simulated port number, so that users can simulate an inside call to another teleset.
The default value is 9400.
Service:
AgentWorkMode
Specifies a global default work mode for all agents. These work modes are supported
for the Lucent Definity G3 switch only.
Can be set to either of the following two settings:
I AgentManualIn Specifies that, after an agent completes a call, the agent is not
available to take another call and must deselect the Not Ready State button in the
CTI toolbar to become available. The agent is available to take calls upon logging in.
I AgentAutoIn Specifies that, after an agent completes a call, the agent is available to
take another call. The agent is available to take calls upon logging in.
Two other work mode options are available. These modes, which are not suitable as
global default work modes, are as follows:
I AgentAfterCallWork Specifies that an agent has completed a call and requires
wrap-up time before taking another call. The agent is not available to take calls and
must deselect the Not Ready State button in the CTI toolbar to become available.
I AgentAuxWork Specifies, typically, that an agent is not engaged in call center
work. The agent is not available to take calls and must deselect the Not Ready State
button in the CTI toolbar to become available.
For more information, see the descriptions of the AgentWorkMode commands in
Table A-2 on page A-10.
Dialing:
Filter.RuleN
Specifies a set of phone-number translation rules that are invoked when the Lookup
keyword is specified in macro-expanded text in a CTI command definition. These rules
may also be invoked by using the PhoneTypeLookup keyword.
The first set of numbers are those that are searched for. If there is a match, the numbers
after the -> symbols are what the searched numbers are translated to. For example:
I Filter.Rule1 = 650295-> This filter rule takes a ten-digit telephone number from
the Siebel database and translates it into a four-digit number for an internal call to
another extension. You can use such a rule for internal calls, call transfers, or call
conferences, where the area code 650 and prefix 295 apply to the call center. Or use
such a rule for calls, transfers, or conferences to another call center, where this area
code and prefix apply to the destination call center. For details, see Configuring
I Filter.Rule2 = 650->9 This rule takes a ten-digit phone number from the Siebel
database and translates it into a seven-digit number for an outside call. You can use
such a rule for external calls within the same area code.
I Filter.Rule3 = ->91 This rule takes a ten-digit phone number from the Siebel
database and translates it into a ten-digit number for an outside call. You can use
such a rule for external calls to another area code.
Dialing:
Filter.RuleN
(continued)
Filter rules are checked for matches in numerical sequence. For the preceding examples:
I If a telephone number matches 650295****, then Rule1 will be applied.
I If it does not match this pattern, but matches 650*******, then Rule2 will be
applied.
I If it does not match either pattern, then Rule3 will be applied.
The last rule in the sequence should always be defined to match any number, as shown.
For more information about the Lookup and PhoneTypeLookup keywords and about
phone-number formatting, see Using Character-Field Macros on page 3-8. For more
information about international telephone numbers, refer to the Siebel Applications
Setting:
UpdatePhone
StatusTable
When an agents phone state is changedfor example, by the agents answering a
callthe state is logged to the phone status table. Status information from this table is
displayed in the Telephone Status Administration view. For more information about this
view, see Working with Call-Center Status Data on page 2-61.
In a large call center, setting this parameter to TRUE may have performance
implications: the Siebel database is updated as telephony activity occurs, and the
database is queried each time a manager or administrator displays or refreshes the
Telephone Status Administration view.
By default, this parameter is set to TRUE.
Setting:
AutoLogin
Specifies whether or not auto-login is the global default setting for all users in the CTI
configuration:
I If Setting:AutoLogin is set to FALSE (the default setting in the sample
configurations), then auto-login is disabled for all users who have not previously
selected or deselected the Auto-login feature in the Options dialog box.
I If the parameter is set to TRUE, then auto-login is in effect for all users who have not
previously selected or deselected the Auto-login feature.
page 2-65, and see Logging into Siebel CTI on page 2-72.
Setting:
MultiTenancy
Specifies whether or not Siebel CTI should apply organization-visibility rules.
I If Setting:MultiTenancy is set to FALSE (the default setting in the sample
configurations), then Siebel CTI will not apply organization-visibility rules. Use this
setting if your Siebel implementation does not use the multi-tenancy (multiple
organization) feature. If the parameter is not defined, Siebel CTI assumes this
behavior as the default.
I If the parameter is set to TRUE, then Siebel CTI applies organization-visibility rules.
Use this setting if your Siebel implementation uses multi-tenancy.
For more information, see Supporting Multi-Tenancy on page 4-6.
Genesys Commands
Genesys Commands A
Table A-2 on page A-10 lists and explains usage for CTI commands specific to the
Siebel-provided CTI driver for CTI middleware from Genesys.
A Yes value in the Any K/V column in Table A-2 on page A-10 indicates that the
command allows attachment of any user-defined key/value pair to the call. In
Siebel CTI configuration, these key/value pairs are represented by command or
event parameters and the associated parameter values.
I The Genesys T-Server CTI driver provided by Siebel Systems can recognize all of
the command and event parameters documented in Chapter 3, Working with
CTI Commands and Events.
I You can specify custom subparameters for command/event parameters of type
Group.
I If you require additional command or event parameters, you must write a
custom CTI driver, extending the function of the Siebel-provided driver, to
support these parameters. For more information, see Chapter 6, Writing a CTI
Driver for Siebel Adaptive CTI.
An asterisk (*) before a parameter name means that the parameter is optional for
this command. Command parameters are described in Table A-3 on page A-15.
Genesys Commands
Most of the commands in Table A-2 on page A-10 correspond to commands defined
in the CTI configuration and are specified as the DeviceCommand in such command
definitions. They may also have a corresponding toolbar button that can be
included in the CTI toolbar. Some of the commands are used in the CTI menu. For
more information, see Configuring the CTI Toolbar, CTI Menu, and
Shortcut Menu on page 4-18. For descriptions of the CTI toolbar and CTI menu
commands, see the Online Help.
Table A-2. Genesys Commands (Sheet 1 of 5)
Command Name
Any
K/V Parameters Description
SimulateCall Yes *CallNotifyText Simulate incoming call.
Used for configuration debugging purposes.
Although this command is part of the Siebel CTI
driver for Genesys, it is specific to Siebel CTI and is
not passed to Genesys T-Server.
SelectDN1...
SelectDN5
No Select Directory Number (DN)#1 (2, 3, 4, or 5) for
subsequent use.
These commands can allow a user to select the DN
that will be used in other commands, such as
MakeCall.
The SelectDN commands are provided for backward
compatibility with Siebel CTI in version 4.x of Siebel
applications. It is recommended that end users
select the preferred extension/DN in the CTI tab in
the Options dialog box to keep teleset information in
sync.
AnswerCall No Answer incoming call.
MakeCall Yes PhoneNumber
*CallNotifyText
Place the outbound call.
The CallNotifyText parameter is used only for
internal calls.
ReleaseCall No Release (disconnect) current call.
Genesys Commands
ResetState No Reset all internal information about current call
states for the monitored teleset.
This command resets all call-status tracking
information back to the initial state when the agent
started the Siebel client. ResetState resets all
tracking information, regardless of the actual
current status. For this reason, it should be used
only when the teleset and Siebel CTI are out of sync
and there are no current calls.
Although this command is part of the Siebel CTI
driver for Genesys, it is specific to Siebel CTI and is
not passed to Genesys T-Server.
TransferMute Yes PhoneNumber
*CallNotifyText
*RemoteConnectStr
Initiate a mute (blind) transfer of the caller.
The CallNotifyText parameter conveys status
information to the second agent.
The RemoteConnectStr parameter is required for
transfers to another call center. For details, see
Configuring Remote Transfers and Conferences on
page 4-31.
ChangeBusyState No Toggle agent state between Busy and Not Busy.
ChangeNotReadyState No Toggle agent state between available and not
available to receive calls from the queue.
RetrieveCall No Retrieve the original call initiated using
ConferenceInit or TransferInit, after the current call
has been released using ReleaseCall.
HoldCall No Put the current call on hold.
UnHoldCall No Remove current call from hold state.
Siebel CTI keeps a stack of calls that are on hold.
When a call is put on hold, it is placed at the top of
the stack.
When an agent clicks the Resume Call CTI toolbar
button to retrieve a call from hold, the call at the top
of the stack is retrieved. If the SHIFT key is held
down when this button is clicked, the call at the
bottom of the stack is retrieved.
Command Name
Any
Genesys Commands
ForwardCall No PhoneNumber Set call forwarding.
CancelForwardCall No Cancel call forwarding.
LogIn No *ID
*AgentId
*AgentPin
*ACDQueue
Log in agent on ACD queue.
This command may use either the ID parameter or
the AgentId, AgentPin, and ACDQueue parameters.
The Login command is used for both automatic and
manual login.
For details, see Genesys Command Parameters on
page A-15, and see Logging into Siebel CTI on
page 2-72.
LogOut No Log out agent on ACD queue.
TransferInit Yes PhoneNumber
*CallNotifyText
*RemoteConnectStr
Begin consultative transfer.
The caller is put on hold, and the current agent dials
another agents extension.
transfers to another call center. For details, see
page 4-31.
TransferComplete No *PhoneNumber
*RemoteConnectStr
Complete the consultative transfer.
The current agent is disconnected and the caller is
connected to the agent to whom the call was
transferred.
The command parameters are required for transfers
to another call center. For details, see Configuring
Command Name
Any
Genesys Commands
ConferenceInit Yes PhoneNumber
*CallNotifyText
*RemoteConnectStr
Begin conference call.
conferences between call centers. For details, see
page 4-31.
ConferenceComplete No *PhoneNumber
*RemoteConnectStr
Complete the conference call.
The caller and the agents in conference can now talk
to each other at the same time.
The command parameters are required for
conferences between call centers. For details, see
page 4-31.
AgentWorkModeN
(where N = 1, 2, 3, or 4)
No Set the agent work mode to one of four settings. The
work modes are supported for the Lucent Definity
G3 switch only.
The four work mode commands are:
I AgentWorkMode1 Sets AgentManualIn work
mode.
I AgentWorkMode2 Sets AgentAutoIn work
mode.
I AgentWorkMode3 Sets AgentAfterCallWork
work mode.
I AgentWorkMode4 Sets AgentAuxWork work
mode.
Command Name
Any
Genesys Commands
AgentWorkModeN
(where N = 1, 2, 3, or 4)
(continued)
These work mode commands can be chosen by an
agent before or after logging in. They are included in
the CTI menu by default for the Genesys/Lucent
configuration.
For more information about the work modes, see the
description of the configuration parameter
Service:AgentWorkMode in Table A-1 on page A-3.
AttachData No Call data object Attach user-defined data to the current call. This
command can be invoked from a Siebel VB or Siebel
eScript script. For example, a script in which
callobject has previously been defined might
include a line such as the following:
CTI.InvokeCommand "AttachData", callobject
Command Name
Any
Genesys Commands
Genesys Command Parameters A
Table A-3 lists Genesys command parameters and their usage. Table A-2 on
page A-10 identifies the commands that use each of these parameters.
In Siebel CTI, command parameters and values to pass to the Genesys T-Server can
be specified within CmdData definitions as subparameters of the Param parameter.
For more information, see CmdData Definitions on page 3-29.
Table A-3. Genesys Command Parameters (Sheet 1 of 2)
Command Parameter Description
PhoneNumber Phone number (dialing pattern).
For a call transfer or call conference to a remote call center, the value for this parameter
should be the remote extension number. For details, see Configuring Remote Transfers
and Conferences on page 4-31.
Dialing:FilterRule configuration parameters must be defined that filter full telephone
numbers from a database so they can be handled as extensions.
RemoteConnectStr The name of a remote call center to which a call transfer or call conference is being
made.
The parameter value could employ one of the two related macros, $RemoteConnectStr
or $RemoteConnectStr2, to retrieve the name of the remote call center.
The parameter value (after macro expansion) must correspond to a Siebel CTI
configuration at the remote call center. For details, see Configuring Remote Transfers
and Conferences on page 4-31.
ID The ID parameter, used with the LogIn command in command definitions imported
from version 4.x, has the format QQQQ/AAAA-PPPP, where:
QQQQ is the ACD queue
AAAA is the agent login
PPPP is the agent password
When you upgrade from version 4.x, you import Siebel CTI command definitions from
a single .def file. Note that the LogIn command in this case would define the parameter
with data specific to one agent. If you continue to use the ID parameter in the current
version of Siebel CTI, you should have it read current agent data from the database
instead, using macros such as @QueueId, @AgentId, and @AgentPin. For details, see
Macros for Command/Event Parameters on page 3-11.
Genesys Commands
ID
(continued)
Since version 5.0 of Siebel CTI, the LogIn command as defined in the sample CTI
configuration data for Genesys uses the AgentId, AgentPin, and ACDQueue parameters
instead of the ID parameter.
Each of the QQQQ, /AAAA, and -PPPP components of the string is optionalthat is,
depending on the switch and how you have configured the LogIn command, you may
be able to skip some of them.
For a Nortel Meridian switch, QQQQ is not used. For example, the ID parameter might
be set to /1234-5678, where 1234 is the AgentId and 5678 is the AgentPin.
ACDQueue ACD queue name.
This parameter is used with the LogIn command in the command definitions included
in the out-of-the-box configurations for Genesys.
The same data can be retrieved from the Siebel database using the macro @QueueId.
For details, see Macros for Command/Event Parameters on page 3-11.
AgentId An agents login name.
The same data can be retrieved from the Siebel database using the macro @AgentId.
AgentPin The password (personal identification number) for an agents login name.
The same data can be retrieved from the Siebel database using the macro @AgentPin.
CallNotifyText Text that will be displayed in the status line to the second agent to indicate the
incoming call (for internal call, call transfer, or call conference).
Table A-3. Genesys Command Parameters (Sheet 2 of 2)
Genesys Events
Genesys Events A
Table A-4 lists and describes some of the common Genesys events that Siebel CTI
may receive. Many of the events listed are referenced as device events in the CTI
configurations for Genesys that are provided out of the box by Siebel Systems. Siebel
CTI receives and can be configured to support all Genesys events. Refer to Genesys
documentation for detailed information about Genesys events.
Table A-4. Genesys Events
Event Name Description
EventError Error occurred.
EventServerDisconnected Genesys T-Server was disconnected.
EventReleased Call released.
EventRinging Incoming call detected.
EventDialing Dialing digits.
EventEstablished Call connected (established).
EventRetrieved Original call was retrieved.
EventPartyChanged Party for call has been changed.
EventPartyAdded Party for call has been added.
EventAgentLogin Agent logged into ACD.
EventAgentLogout Agent logged out from ACD.
EventAgentReady Agent state set to Ready.
EventAgentNotReady Agent state set to Not Ready.
EventAgentBusy Agent state set to Busy.
EventAgentNotBusy Agent state set to Not Busy.
EventCallForwardSet Call forwarding was set.
EventCallForwardCancel Call forwarding was canceled.
EventOffHook Phone state is off hook.
EventOnHook Phone state is on hook.
EventUserEvent User event was sent by T-Server.
Genesys Events
Genesys Event Data A
Table A-5 lists Genesys event data fields.
Table A-5. Genesys Event Data Fields (Sheet 1 of 2)
Event Field Name Field Type Description
Event Number Event code.
TeleEvent String Event name (see Table A-4 on page A-17).
ConnID Number Unique 32-bit call identifier used by T-Server.
ConnIDStr String Unique 64-bit connection identifier used by T-Server.
CallID Number Call ID (used internally by PBX).
AgentID Number ACD Agent ID.
ErrorMessage String Error message.
CollectedDigits String ASCII representation of the Dual-Tone Multi-Frequency (DTMF) digits
collected by the telephony device during the call (such as by an IVR system).
LastDigit String The last DTMF digit collected by the telephony device during this call.
TimeInQueue Number The time this call spent in an ACD queue, in seconds.
DNIS String ASCII representation of the Dialed Number Identification Service (DNIS) digits
for the current call.
For example, it could be the last 4 digits of the 800 number dialed by caller.
ANI String ASCII representation of the Automatic Number Identification service (ANI)
digits for the current call (Caller ID Service).
ThisDN String A Directory Number (DN) on the current switching device.
Typically, on-switch extension or ACD DN.
ThisQueue String ACD queue DN.
Available when this event was generated on behalf of the DN controlled by
queue.
ThisTrunk Number A trunk identifier corresponding to a physical trunk on the switching device.
It indicates an event was generated on behalf of a call that is on this trunk.
Genesys Events
OtherDN String A DN on the switching device that is handling the other end point of the call.
Typically, on-switch extension.
OtherQueue String A DN on the switching device that is handling the other end point of the call.
Typically, on-switch ACD queue.
OtherTrunk Number A trunk identifier corresponding to a physical trunk on the switching device
that is handling the other end point of the call.
ErrorCode Number Error code.
CallType Number Call type, encoded as:
0 Unknown
1 Internal
2 Inbound
3 Outbound
Table A-5. Genesys Event Data Fields (Sheet 2 of 2)
Genesys Events
Version 6.2 Siebel CTI Guide B- 1
B
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2
Siebel CTI Connect Server and Client Installation . . . . . . . . . . . . . . . . . B-3
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3
Installing Siebel CTI Connect Server Components . . . . . . . . . . . . . . . B-3
Installing Siebel CTI Connect Client Components . . . . . . . . . . . . . . . . . . . B-6
Configuring and Running Siebel CTI Connect Server . . . . . . . . . . . . . . . . B-7
Limitations with Nortel Meridian Switch . . . . . . . . . . . . . . . . . . . . . B-8
Dialogic Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-9
Dialogic Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-13
Dialogic Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . B-17
Dialogic Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-19
Dialogic Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-21
Appendix Overview
B- 2 Siebel CTI Guide Version 6.2
Appendix Overview B
This appendix lists configuration parameters, commands, and events for
configuring a Siebel CTI environment for Dialogic CT-Connect Server version 4.0.
It also provides Siebel CTI Connect installation and configuration instructions.
Siebel CTI Connect, available from Siebel Systems, includes the following:
I Dialogic CT-Connect
I Dialogic Call Information Manager
I Siebel CTI driver for Dialogic CT-Connect
I Sample CTI configuration data for Dialogic
NOTE: Siebel CTI Connect is licensed as a separate module in this version of Siebel
eBusiness Applications. If you have not licensed the Siebel CTI Connect module, it
will not be enabled for use.
The sample Dialogic configuration data can be found in the Siebel database or the
sample database. For more specific information on particular parameters,
commands, or events, see documentation from Dialogic, including the CT-Connect
C Programming Guide.
For more information about configuring Siebel CTI, see Chapter 2, Configuring
Siebel CTI, and Chapter 3, Working with CTI Commands and Events.
Siebel CTI Connect Server and Client Installation
Siebel CTI Connect Server and Client Installation B
This section describes documentation provided for Siebel CTI Connect, and
provides information about installation and configuration of Siebel CTI Connect
client and server components. It also includes information about limitations that
apply when you are using the Nortel Meridian switch.
Additional Documentation B
In addition to the Siebel CTI Guide, Siebel CTI Connect includes the following
documentation, provided in PDF format:
I Dialogic CT-Connect for Windows NT Installation and Administration Guide
(ctc_install.pdf)
I Dialogic Call Information Manager Users Guide (cim.pdf)
These Dialogic documentation files are located in the THIRDPARTY subdirectory on
the Siebel Bookshelf for Siebel eBusiness Applications CD-ROM.
For information about hardware and software requirements for using Dialogic
CT-Connect, refer to Siebel System Requirements and Supported Platforms.
Installing Siebel CTI Connect Server Components B
This section describes installing Siebel CTI Connect server components, including
Dialogic CT-Connect and Dialogic CT-Connect Call Information Manager (CIM).
Installing Dialogic CT-Connect
This section describes how to install Dialogic CT-Connect. For detailed installation
instructions, refer to the chapter Installing the CTC Server Software in the Dialogic
CT-Connect for Windows NT Installation and Administration Guide.
To install Dialogic CT-Connect
1 Install the Dialogic CT-Connect hardware key.
Attach the hardware key to the parallel printer port on the Siebel CTI Connect
Server machine. The hardware key must be present before the CT-Connect
Server software is started.
2 On the machine on which you will install Dialogic CT-Connect Server and
Dialogic Call Information Manager, log on as administrator.
You must have administrator privileges to install Dialogic CT-Connect Server.
3 Install the Dialogic CT-Connect Server software.
a On the Siebel Windows Server Programs CD, locate Setup.exe in the
directory \Thirdpty\enu\dialogic\ctconnect.
b Run Setup.exe.
c In the CT-Connect Installation Type dialog box, select the Custom installation
type and the default installation Destination Directory.
d In the CT-Connect Component Selection dialog box, make sure that the
following components are selected:
CT Connect Server
Windows NT/Windows 95/Windows 98 Client
Online Documentation
e In the Select Interfaces dialog box, make sure that only DCE/RPC is selected.
f In the Optional Tasks dialog box, make sure that both items are unchecked.
g In the Reboot Check dialog box, select the option to restart your computer
now.
Installing Dialogic CT-Connect Call Information Manager (CIM)
This section describes how to install the Dialogic CT-Connect Call Information
Manager (CIM) Service. For detailed installation instructions, refer to the chapter
Installing the Call Information Manager in the Dialogic Call Information Manager
Users Guide.
To install Dialogic CT-Connect Call Information Manager (CIM)
1 On the Siebel Windows Server Programs CD, locate Setup.exe in the directory
\Thirdpty\enu\dialogic\cim.
2 Run Setup.exe.
NOTE: You should install the CIM Service on the server machine on which you
installed Dialogic CT-Connect Server.
3 In the User Information dialog box, enter the serial number.
The license number can be found on the Dialogic CIM license card, which is
provided by Siebel Systems with the purchase of Siebel CTI Connect.
4 In the Choose Destination Location dialog box, select the default installation
Destination Directory.
5 In the Setup Complete dialog box, select the option to restart your computer
now.
Installing Siebel CTI Connect Client Components B
This section describes installing Siebel CTI Connect client components on each
client workstation. Installation components include:
I Dialogic CT-Connect client software
I Dialogic CT-Connect Call Information Manager DLL
To install Dialogic CT-Connect client software
For detailed installation instructions, refer to the following chapters in the Dialogic
CT-Connect for Windows NT Installation and Administration Guide:
I For Windows NT, see Installing the CTC API on Windows NT.
I For Windows 98/95, see Installing the CTC API on Windows 9x.
To install the Dialogic CT-Connect Call Information Manager DLL
1 On the machine on which you installed CT-Connect and CIM Server, copy:
\Program Files\Dialogic\Cim Service\Bin\CimApi.dll
2 On each Siebel CTI Connect client workstation, paste the file as:
\winnt\system32\CimApi.dll
Configuring and Running Siebel CTI Connect Server B
This section directs you to documents containing detailed information about
configuring and running Siebel CTI Connect Server components.
Configuring and Monitoring the CT-Connect Network
For detailed instructions for configuring and monitoring the CT-Connect network,
refer to the Dialogic CT-Connect for Windows NT Installation and Administration
Guide. In particular, refer to the following chapters:
I Chapter 12 describes how to use the CT-Connect configuration program to
configure, modify, and delete links between the CT-Connect Server and one or
more switches.
I Chapter 13 describes how to start the CT-Connect Server software and how to
start configured links.
I Chapter 14 describes how to check that the CT-Connect Server can communicate
with CT-Connect clients and a switch.
I Chapter 15 describes how to use the CT-Connect Control Program and all Control
Program commands.
I Chapter 16 describes CT-Connect event logging.
Configuring the CT-Connect Call Information Manager
For detailed instructions for configuring the CT-Connect Call Information Manager,
refer to the chapter Configuring the System in the Dialogic Call Information
Manager Users Guide. In particular, you should:
I Select ncalrpc as the Link Parameters Network Type from the CTC Link tab of
the CIM configuration program.
NOTE: The CIM database does not need to be configured, because Siebel
CTI Connect does not interact with the CIM database.
I Add Monitored Devices and ACD Queues.
I For Nortel Meridian only: add monitored CDNs.
Running the CT-Connect Call Information Manager
For detailed execution instructions for the CT-Connect Call Information Manager,
refer to the chapter Starting the Call Information Manager in the Dialogic Call
Information Manager Users Guide.
In particular, you should set the CIM Service to automatic startup.
Limitations with Nortel Meridian Switch B
The following call scenarios are not supported by Siebel CTI Connect software when
you are using a Nortel Meridian switch:
I When an agent initiates a consultative or conference transfer to another agent,
the CTI toolbar of the originating agent does not indicate that the active call is
on hold. The agent can retrieve the held call by clicking the Retrieve Call button
on the CTI toolbar or by using the teleset. The telephony connection with the
customer is not affected.
I Call forwarding is not supported from an agents ACD/Position DN. The agent
must log out of the ACD before call forwarding can be enabled.
I When a customer disconnects during a conference transfer, the CTI toolbar of
the originating agent does not indicate that the call has been disconnected.
Dialogic Configuration Parameters
Dialogic Configuration Parameters B
Table B-1 lists the supported configuration parameters for a Dialogic configuration
and displays applicable default values for such a configuration. You view and
modify these configuration parameters in the Configuration Parameters and Telesets
view, which is one of the CTI administration views in the Communications
Administration screen.
Each parameter is prefaced with a keyword indicating how it will be used:
I Parameters prefaced with Driver: are sent to the ISTDriver object when
Siebel CTI is being initialized.
I Parameters prefaced with Dialing: are used by the Siebel client to manipulate
telephone numbers for calls made, transferred, or conferenced.
I Parameters prefaced with Setting: are used to establish global settings for
Siebel clients.
Table B-1. Dialogic Configuration Parameters (Sheet 1 of 4)
Driver:
LogicalID
Logical ID of the link for the switch as configured in the CT-Connect Server.
Example: CTCLINK.
Driver:
SwitchType
The type of switch for your call center. Values include:
0 Lucent Definity G3 switch
1 Generic CSTA Phase II-compatible switch (including Siemens Hicom 300E)
2 Nortel Meridian switch
Driver:
NetworkType
Network communication protocol as configured in the CT-Connect Server. Possible
values include:
ncacn_nb_nb NetBIOS over NetBEUI
ncacn_ip_tcp TCP/IP
ncacn_dnet_nsp DECnet
ncacn_nb_tcp NetBIOS over TCP/IP
ncacn_np Named Pipes
ncacn_spx Novell SPX
Driver:
CTCServer
Host name of the machine on which the CT-Connect Server is running.
Driver:
CIMServer
Host name of the machine on which the CIM Server is running.
Driver:
LogFileName
If a filename is specified using this parameter, each Siebel client will write detailed
information about all activity for the active call into a log file. Data for Siebel CTI and
Dialogic activity is logged, including device events, commands, and command/event
data fields. This data can be useful for debugging.
I For the Siebel dedicated client, the log file is located by default in the bin subdirectory
of the Siebel installation directory if the full path for the log file is not specified.
I For Siebel Thin Client for Windows, the log file is located by default on the Windows
desktopunder Windows NT, this usually corresponds to the directory
C:/WINNT/Profiles/user_name/Desktop.
A complete path can be specified along with the filename in order to write the file to a
nondefault location. For Siebel Thin Client for Windows, you should specify a location
on the users local machinesfor example, c:\Temp\Ctconnect.log.
For debugging purposes, the Siebel CTI log file can be compared with the log file for the
Dialogic middleware. In each log file, log records referring to the same call would contain
the same value for the RefId event data field.
The default value is Ctconnect.log.
Driver:
MaxLogKB
The maximum size of the log file, in kilobytes (KB).
When the log file is full, it is emptied completely, then logging begins again.
The default value is 128 KB.
Driver:
TraceLevel
A debugging parameter that should be set to 0 (zero) in production systems. Do not
modify this parameter unless directed to do so by authorized personnel of Siebel
Systems.
Driver:
Use1StepTransfer
A parameter that, when set to TRUE, specifies that the particular switch you are using
supports the OneStepTransfer function, which is equivalent to the TransferMute
command.
If the switch does not support OneStepTransfer, remove this parameter or set it to FALSE.
When it is set to FALSE, the CTI Mute Transfer toolbar button (which uses the
TransferMute command) and the equivalent CTI menu command are disabled.
Driver:
HasKeyName
Boolean settings that, when set to TRUE, specify whether the connected switch provides
programmatic support for the indicated functionality.
You can also disable a feature that is supported by the switch but that you do not want
your agents to use. If the value is FALSE, the associated feature is disabled.
For a disabled feature, an end user can use the Customize dialog box to remove the
commands button from the CTI toolbar. Or, using Siebel Tools, an administrator can
remove the button from the repository to remove it for all clients.
The following capabilities can be enabled or disabled:
I HasAgentBusy Set agent state to Busy/Not Busy
I HasDisconnect Disconnect the call
I HasAnswer Answer the incoming call
I HasHold Put the call on hold
I HasForward Set call forwarding
HasAgentBusy is set to FALSE by default; all the other parameters are set to TRUE by
default.
For a list of the particular features your switch supports, refer to Dialogic CT-Connect
documentation.
Dialing:
Filter.RuleN
Specifies a set of phone-number translation rules that are invoked when the Lookup
keyword is specified in macro-expanded text in a CTI command definition. These rules
may also be invoked by using the PhoneTypeLookup keyword.
The first set of numbers are those that are searched for. If there is a match, the numbers
after the -> symbols are what the searched numbers are translated to. For example:
I Filter.Rule1 = 650295-> This filter rule takes a ten-digit telephone number from
the Siebel database and translates it into a four-digit number for an internal call to
another extension. You can use such a rule for internal calls, call transfers, or call
conferences, where the area code 650 and prefix 295 apply to the call center.
I Filter.Rule2 = 650->9 This rule takes a ten-digit phone number from the Siebel
database and translates it into a seven-digit number for an outside call. You can use
such a rule for external calls within the same area code.
I Filter.Rule3 = ->91 This rule takes a ten-digit phone number from the Siebel
database and translates it into a ten-digit number for an outside call. You can use
such a rule for external calls to another area code.
Dialing:
Filter.RuleN
(continued)
Filter rules are checked for matches in numerical sequence. For the preceding examples:
I If a telephone number matches 650295****, then Rule1 will be applied.
I If it does not match this pattern, but matches 650*******, then Rule2 will be applied.
I If it does not match either pattern, then Rule3 will be applied.
The last rule in the sequence should always be defined to match any number, as shown.
For more information about the Lookup and PhoneTypeLookup keywords and about
phone-number formatting, see Using Character-Field Macros on page 3-8. For more
information about international telephone numbers, refer to the Siebel Applications
Setting:
UpdatePhone
StatusTable
When an agents phone state is changedfor example, by the agents answering a call
the state is logged to the phone status table. Status information from this table is
displayed in the Telephone Status Administration view. For more information about this
view, see Working with Call-Center Status Data on page 2-61.
In a large call center, setting this parameter to TRUE may have performance implications:
the Siebel database is updated as telephony activity occurs, and the database is queried
each time a manager or administrator displays or refreshes the Telephone Status
Administration view.
By default, this parameter is set to TRUE.
Setting:
AutoLogin
Specifies whether or not auto-login is the global default setting for all users in the CTI
configuration:
I If Setting:AutoLogin is set to FALSE (the default setting in the sample configurations),
then auto-login is disabled for all users who have not previously selected or
deselected the Auto-login feature in the Options dialog box.
I If the parameter is set to TRUE, then auto-login is in effect for all users who have not
previously selected or deselected the Auto-login feature.
page 2-65, and see Logging into Siebel CTI on page 2-72.
Setting:
MultiTenancy
Specifies whether or not Siebel CTI should apply organization-visibility rules.
I If Setting:MultiTenancy is set to FALSE (the default setting in the sample
configurations), then Siebel CTI will not apply organization-visibility rules. Use this
setting if your Siebel implementation does not use the multi-tenancy (multiple
organization) feature. If the parameter is not defined, Siebel CTI assumes this
behavior as the default.
I If the parameter is set to TRUE, then Siebel CTI applies organization-visibility rules.
Use this setting if your Siebel implementation uses multi-tenancy.
For more information, see Supporting Multi-Tenancy on page 4-6.
Dialogic Commands
Dialogic Commands B
Table B-2 on page B-14 lists and explains usage for CTI commands specific to the
Siebel-provided CTI driver for CTI middleware from Dialogic.
A Yes value in the Any K/V column in Table B-2 on page B-14 indicates that the
command allows attachment of any user-defined key/value pair to the call. In
Siebel CTI configuration, these key/value pairs are represented by command or
event parameters and the associated parameter values.
I The Dialogic CT-Connect CTI driver provided by Siebel Systems can recognize
all of the command and event parameters documented under Chapter 3,
I You can specify custom subparameters for command/event parameters of type
Group.
I If you require additional command or event parameters, you must write a
custom CTI driver, extending the function of the Siebel-provided driver, to
support these parameters. For more information, see Chapter 6, Writing a CTI
Driver for Siebel Adaptive CTI.
An asterisk (*) before a parameter name means that the parameter is optional for
this command. Command parameters are described in Table B-3 on page B-17.
Dialogic Commands
Most of the commands in Table B-2 correspond to commands defined in the CTI
configuration and are specified as the DeviceCommand in such command
definitions. They may also have a corresponding toolbar button that can be
included in the CTI toolbar. Some of the commands are used in the CTI menu. For
more information, see Configuring the CTI Toolbar, CTI Menu, and
Shortcut Menu on page 4-18. For descriptions of the CTI toolbar and CTI menu
commands, see the Online Help.
Table B-2. Dialogic Commands (Sheet 1 of 3)
Command Name
Any
AnswerCall No Answer incoming call.
MakeCall No PhoneNumber Place the outbound call.
ReleaseCall No Release (disconnect) current call.
ResetState No Reset all internal information about current call states for
the monitored teleset.
This command resets all call-status tracking information
back to the initial state when the agent started the Siebel
client. ResetState resets all tracking information, regardless
of the actual current status. For this reason, it should be
used only when the teleset and Siebel CTI are out of sync
and there are no current calls.
Although this command is part of the Siebel CTI driver for
Dialogic, it is specific to Siebel CTI and is not passed to
Dialogic CT-Connect.
TransferMute Yes PhoneNumber
*CallNotifyText
Initiate a mute (blind) transfer of the caller.
The CallNotifyText parameter conveys status information to
the second agent.
ChangeNotReadyState No Toggle agent state between being available and not
available to receive calls from the queue.
RetrieveCall No Retrieve the original call initiated using ConferenceInit or
TransferInit, after the current call has been released using
ReleaseCall.
HoldCall No Put the current call on hold.
Dialogic Commands
UnHoldCall No Remove the current call from hold state.
Siebel CTI keeps a stack of calls that are on hold. When a
call is put on hold, it is placed at the top of the stack.
When an agent clicks the Resume Call CTI toolbar button to
retrieve a call from hold, the call at the top of the stack is
retrieved. If the SHIFT key is held down when this button is
clicked, the call at the bottom of the stack is retrieved.
ForwardCall No PhoneNumber Set call forwarding.
CancelForwardCall No Cancel call forwarding.
LogIn No *ID
*AgentId
*AgentPin
*ACDQueue
Agent login on ACD queue.
This command may use either the ID parameter or the
AgentId, AgentPin, and ACDQueue parameters. The Login
command is used for both automatic and manual login.
For details, see Dialogic Command Parameters on
page B-17, and see Logging into Siebel CTI on page 2-72.
LogOut No ACD agent logout.
TransferInit Yes PhoneNumber
*CallNotifyText
Begin consultative transfer.
the second agent.
TransferComplete No Complete the consultative transfer.
The current agent is disconnected and the caller is
connected to the agent to whom the call was transferred.
ConferenceInit Yes PhoneNumber
*CallNotifyText
Begin conference call.
The caller is put on hold and the current agent dials another
agents extension.
the second agent.
Command Name
Any
Dialogic Commands
ConferenceComplete No Complete the conference call.
The caller and the agents in conference can now talk to
each other at the same time.
SetAgentWorkMode No Set the agent work mode to one of four settings. The work
modes are supported only on the Lucent Definity G3 switch.
The four work mode commands are:
I SetAgentReady Sets AgentReady work mode. After
each call, the agent is available to take another call.
I SetAgentNotReady Sets AgentNotReady work mode.
After each call, the agent is not available to take another
call and must deselect the Not Ready State button in the
CTI toolbar to become available.
SetAgentWorkMode
(continued)
I SetAgentAfterCallWork Sets AgentAfterCallWork
work mode. This means that the agent has completed a
call and requires wrap-up time before taking another
call. The agent is not available to take calls and must
deselect the Not Ready State button in the CTI toolbar to
become available.
I SetAgentOtherWork Sets AgentOtherWork work
mode. Typically, this means that the agent is not
engaged in call center work. The agent is not available
to take calls and must deselect the Not Ready State
button in the CTI toolbar to become available.
An agent is in AgentOtherWork mode upon logging in and
must deselect the Not Ready State button in the CTI toolbar
before taking any calls. An agent can choose work mode
commands only after logging in. The commands are
included in the CTI menu by default for the Dialogic/Lucent
configuration.
AttachData No Call data object Attach user-defined data to the current call. This command
can be invoked from a Siebel VB or Siebel eScript script. For
example, a script in which callobject has previously been
defined might include a line such as the following:
CTI.InvokeCommand "AttachData", callobject
Command Name
Any
Dialogic Commands
Dialogic Command Parameters B
Table B-3 lists Dialogic command parameters and their usage. Table B-2 on
page B-14 identifies the commands that use each of these parameters.
In Siebel CTI, command parameters and values to pass to the Dialogic CT-Connect
can be specified within CmdData definitions as subparameters of the Param
parameter. For more information, see CmdData Definitions on page 3-29.
Table B-3. Dialogic Command Parameters (Sheet 1 of 2)
PhoneNumber Phone number (dialing pattern).
Dialing:FilterRule configuration parameters must be defined that
filter full telephone numbers from a database so they can be
handled as extensions.
ID The ID parameter, which may be used with the LogIn command in
place of the AgentID, AgentPin, and ACDQueue parameters, has the
format QQQQ/AAAA-PPPP, where:
QQQQ is the ACD queue
AAAA is the agent login
PPPP is the agent password
If the LogIn command is defined to use the ID parameter, you
should have the command read current agent data from the
database, using macros such as @QueueId, @AgentId, and
@AgentPin. For details, see Macros for Command/Event
The LogIn command as defined in the sample CTI configuration
data uses the AgentId, AgentPin, and ACDQueue parameters instead
of the ID parameter.
Each of the QQQQ, /AAAA, and -PPPP components of the string is
optionalthat is, depending on the switch and how you have
configured the LogIn command, you may be able to skip some of
them.
Dialogic Commands
ACDQueue ACD queue name.
This parameter is used with the LogIn command in the command
definitions included in the out-of-the-box configurations for
Dialogic.
The same data can be retrieved from the Siebel database using the
macro @QueueId. For details, see Macros for Command/Event
AgentId An agents login name.
Dialogic.
macro @AgentId. For details, see Macros for Command/Event
AgentPin The password (personal identification number) for an agents login
name.
Dialogic.
macro @AgentPin. For details, see Macros for Command/Event
CallNotifyText Text that will be displayed in the status line to the second agent in
order to announce the incoming call (for internal call, call transfer,
or call conference).
Table B-3. Dialogic Command Parameters (Sheet 2 of 2)
Dialogic Events
Dialogic Events B
Table B-4 lists and describes some of the common Dialogic events that Siebel CTI
may receive. Many of the events listed are referenced as device events in the CTI
configurations for Dialogic that are provided out of the box by Siebel Systems. Siebel
CTI receives and can be configured to support all Dialogic events. Refer to Dialogic
documentation for detailed information about Dialogic events.
Table B-4. Dialogic Events (Sheet 1 of 3)
DestSeized A call has been successfully dialed.
OpAnswered The other party answered the call from the assigned device.
TpDisconnected This party has disconnected the current call.
OpDisconnected The other party has disconnected the current call.
InboundCall A new call has arrived at the assigned device.
TpAnswered This party has answered an incoming call on the assigned device.
TpConferenced This party has included another party in a conference call.
OpConferenced Another party on the call has created a conference call.
TpRetrieved This party has retrieved a call that was either on hold or in the call-waiting queue.
OpRetrieved The other party has retrieved the held call.
Swapped This event will occur on certain switches when calls are swapped between the active
state and the held statethat is, when an agent puts the active call on hold and the
held call becomes the active call.
Diverted An incoming call on the assigned device has been diverted to another destination.
DestChanged The call from the assigned device was not answered at the original destination and has
been redirected to another destination.
Transferred The call has been transferred from another device.
Other An event has occurred. This event is not significant for basic call processing and can
be generated by a number of causes.
Dialogic Events
OffhookPrompt One of the following has occurred:
I You have tried to place a call from an analog telephone, but you need to take the
phone off-hook for the call to continue.
I The user invoked ringback, and the switch is signalling that the callback has
matured.
I The switch is signaling because you kept a call on hold for too long or you have
hung up with a call on hold.
AgentLoggedOn The agent has logged in (on).
AgentLoggedOff The agent has logged out (off).
AgentModeChange The work mode for an agent has changed. Check the AgentMode field for a value that
identifies the new work mode.
BackInService The device has returned to service.
OutOfService The device is out of service.
Private Data has been sent by the switch. The type of data sent is specific to the switch
manufacturer.
CallInformation The account information or authorization information associated with a call has
changed.
Offhook A new call has been made from the assigned device.
DestBusy The destination device is busy (engaged).
DestInvalid The attempted call has failed because the destination device is incompatible. (For
example, making a call from a voice set to a data set.)
DestNotObtainable The call could not be completed, probably because the wrong number was dialed.
Error The call has failed for an unspecified reason. For more information, check the
EventQualifier field. For descriptions of event qualifiers, refer to the CT-Connect
Unavailable The device has become unavailable (out of service). This could be:
I A temporary condition, because, for example, the device has remained off-hook too
long.
I A more permanent condition, if the device is in maintenance.
Dialogic Events
Dialogic Event Data B
Table B-5 lists Dialogic event data fields. Whether a given event data field has
meaningful data depends on the switch.
TpSuspended This party has placed a call on hold.
OpHeld The other party has placed the call on hold.
Table B-5. Dialogic Event Data Fields (Sheet 1 of 4)
refId Number This 32-bit field contains the call reference identifier for a particular
call.
netCallId Number This 32-bit field returns a network call identifier.
oldRefId Number If the reference identifier for a call changes, this 32-bit field contains
the previous call reference.
oldNetCallId Number This 32-bit field returns the previous network call identifier.
state Number This 32-bit field contains a value that identifies the state of the current
call.
event Number This 32-bit integer identifies the call event. Table B-4 on page B-19
shows the possible call event values (and agent values) returned.
eventQualifier Number This 32-bit integer provides more detailed information on certain
events. For descriptions of event qualifiers, refer to the CT-Connect
type Number This 32-bit integer identifies the type of call in progress. The call type
helps to clarify the result of the call event and state. For descriptions
of event qualifiers, refer to the CT-Connect C Programming Guide.
otherPartyType Number This 32-bit field identifies the number for the other party as a Calling
Line ID (CLID, DN, or DNIS).
Dialogic Events
otherPartyQualifier Number This 32-bit field provides additional information about the other
party. For more information, refer to the CT-Connect C Programming
Guide.
otherParty String This field contains the CLID, DN, or DNIS for the other party.
otherPartyTrunk Number This 32-bit field contains the trunk line number from the switch.
otherPartyGroup Number This 32-bit field contains the trunk group number.
thirdPartyType Number This 32-bit field identifies the number for the third party as a CLID,
DN, or DNIS.
thirdPartyQualifier Number This 32-bit field provides additional information about the third party.
For more information, refer to the CT-Connect C Programming Guide.
thirdParty String This field contains the CLID, DN, or DNIS for the third party.
thirdPartyTrunk Number This 32-bit field contains the trunk line number from the switch.
thirdPartyGroup Number This 32-bit field contains the trunk group number.
calledPartyType Number This 32-bit field identifies the number for the called party as a CLID,
DN, or DNIS.
calledPartyQualifier Number This 32-bit field provides additional information about the called
Guide.
calledParty String This field contains the CLID, DN, or DNIS for the called party.
calledPartyTrunk Number This 32-bit field contains the trunk line number from the switch.
calledPartyGroup Number This 32-bit field contains the trunk group number.
applicationData String This field returns data that has been associated with a call (for
example, by the MakeCall command) and stored by the switch. The
data is returned as a character string.
monitorParty String This field returns data for monitor channels. You can assign a monitor
channel to receive events for a number of devices on a single channel.
nestedMonitorChannel String This field returns a device number that identifies the nested monitor
channel for which event information is returned. A nested monitor
channel is a monitor channel that is monitored by another monitor
channel.
Dialogic Events
agentMode Number This 32-bit field returns the current work mode for an agent. It can
contain one of the following values:
1104 AgentReady
1103 AgentNotReady
1105 AgentOtherWork
1100 AgentAfterCallWork
1101 AgentLogin
1102 AgentLogout
agentId String When the channel is assigned to a queue, this field returns the
identifier (ID)for example, an extension numberfor an agent
associated with that queue.
agentGroup String This field contains the DN for a group (ACD group or queue).
agentData String This field returns agent datafor example, an agents password.
logicalAgent String This field returns the DN for a logical agent.
dtmfDigits String For channels assigned to route points, this field returns DTMF digits
that are collected as a call is routed.
originatingPartyType Number This 32-bit field identifies the originating number as a Calling Line ID
(CLID, DN, or DNIS).
originatingPartyQualifier Number This 32-bit field provides additional information about the originating
Guide.
originatingParty String This field contains the CLID, DN, or DNIS for the originating party.
originatingPartyTrunk Number This 32-bit field contains the trunk line number from the switch.
originatingPartyGroup Number This 32-bit field contains the trunk group number.
secOldRefId Number If the reference identifier for a call changes because it has been
transferred or merged in a conference call, this 32-bit field contains
the call reference for the consultation call.
callsQueued Number If the call is placed in a queue, this 32-bit field can return the total
number of calls in the queue.
accountInfo String This field contains 32 bytes of free-format data.
Dialogic Events
timeStamp String This event data field has the following format:
year/month/day/hour/minute/second/millisec/mindiff/utc
where each element of the field is defined as follows:
year a 4-digit number
month uses digits 112
day uses digits 131
hour uses digits 023
minute uses digits 059
second uses digits 059
millisec uses digits 0999
mindiff Minimum differential between the current time and GMT.
A value is returned in this field for UTC time only.
utc A nonzero value in this element of the field indicates that the
time given is UTC. If this element is empty, the time given is absolute
time.
Each time the Siebel client receives an event from the CT-Connect
Server, an entry is written into the log file (CTconnect.log by default)
that includes all the event data fields, including the TimeStamp field.
Usually, the date and time represented is when the event was
processed on the CT-Connect Server. Alternatively, you can configure
a CSTA Phase II switch so CT-Connect Server returns the date and
time the event was processed on the switch.
For more information about the log file, see Table B-1 on page B-9.
For more information about the TimeStamp field, refer to the CT-
Connect C Programming Guide.
privateData Number A value in this field indicates that the CT-Connect Server has received
from the switch data relating to the event. The type of data returned
is specific to individual switches.
Version 6.2 Siebel CTI Guide C- 1
Siebel Adaptive CTI API Reference
C
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2
COM Objects for Adaptive CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2
API Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-3
Data Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-3
Constants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3
Methods of ISTClient Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-8
Methods of ISTDriver Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-12
Methods of ISTService Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-13
Appendix Overview
C- 2 Siebel CTI Guide Version 6.2
Appendix Overview C
This appendix provides a reference for the methods supported by the Adaptive CTI
application programming interface. Siebel Adaptive CTI is a programmable software
layer between Siebel applications and the CTI middleware.
For guidelines and examples for developing a CTI driver using Siebel Adaptive CTI,
see Chapter 6, Writing a CTI Driver for Siebel Adaptive CTI. For an illustration of
the relationships between the various parts of the Adaptive CTI layer, see Figure 6-1
on page 6-7.
COM Objects for Adaptive CTI C
The Adaptive CTI layer includes a set of constants and the three COM objects
described in the following paragraphs. The syntax with which each Adaptive CTI
method is expressed is that of the Object Description Language (ODL). In the object
names below, IST stands for interface for Siebel telephony. For more information
about these objects, see Adaptive CTI Architecture on page 6-7.
I ISTClient. The COM object that provides methods called by the CTI driver for the
Siebel client. Siebel has implemented the ISTClient object and its methods. For
descriptions of the ISTClient methods, see Methods of ISTClient Object on
page C-8.
I ISTDriver. The COM object that the CTI driver manager creates when initializing
CTI. The ISTDriver object then creates the ISTService object, from which the CTI
driver manager then requests services. Customers writing their own CTI drivers
must implement the ISTDriver object and its methods. For descriptions of the
ISTDriver methods, see Methods of ISTDriver Object on page C-12.
I ISTService. The COM object that represents the capabilities of the CTI driver,
such as teleset control service. The CTI driver manager in the Siebel client calls
methods provided by the ISTService object in order to perform actual telephony
functions. Customers writing their own CTI drivers must implement the
ISTService object and its methods. For descriptions of the ISTService methods,
see Methods of ISTService Object on page C-13.
API Reference
API Reference C
This section describes the data types and constants used by Adaptive CTI and
describes the methods for the ISTClient, ISTDriver, and ISTService objects.
Data Types C
The most complex data type in Adaptive CTI is a set of named strings (key/value
pairs) that can be passed back and forth as parameter values. The VARIANT type
that is used to hold that structure is an array of strings, where each pair of
sequential members of the array represents a name and a corresponding value; for
example, a configuration parameters name and value. The official VARIANT data
type is VT_ARRAY | VT_BSTR.
For an example implementation of a utility that performs a lookup in VARIANT
data, see Example Utility for VARIANT Lookups on page 6-12.
Constants C
Each of the following elements enumerates one or more constants. The VARIANT
data type is used to store values for all fields when information about objects is
passed back and forth between the Siebel client (CTI driver manager) and the CTI
driver.
For example, object information is passed in this manner when the CTI driver
manager calls the ISTService method RequestObjectInformation, or when the CTI
driver calls the ISTClient method UpdateObjectInformation. See
RequestObjectInformation on page C-15 and UpdateObjectInformation on
page C-11.
Some constants, for example STObjectType, are represented in string format. For
more information, see STObjectType on page C-6.
API Reference
STCommandFlag
CTI commands have dynamic or run-time status, consisting of the bit-flags
enumerated by STCommandFlag. Zero or more bit-flags can apply to a given
command at any given time. The CTI driver manager can call the ISTService method
GetCommandStatus to retrieve the run-time status of a given command. See
GetCommandStatus on page C-14.
enum STCommandFlag
{
ST_CF_NOTSUPPORTED = 1,
ST_CF_DISABLED = 2,
ST_CF_CHECKED = 4,
ST_CF_BLINKING = 8,
ST_CF_NOPARAMSOK = 16,
ST_CF_STRPARAMSOK = 32
};
Each bit-flag that can be associated with a command is described in the following
paragraphs:
I ST_CF_NOTSUPPORTED The command is not supported.
I ST_CF_DISABLED The command is supported, but is disabled at this time.
I ST_CF_CHECKED The command is in a checked statefor example, when
an agent is in Not Ready mode, the command to set the Not Ready state will be
checked. This flag can be used to specify a toggle state for commands in the CTI
menu.
I ST_CF_BLINKING Blinking is enabled for CTI toolbar buttons, such as those
for the Answer Call and Resume Call commands. With Answer Call, for example,
when a call comes in for an agent, the CTI driver manager would call
GetCommandStatus for the command. This flag would be returned in order to
make the button blink.
API Reference
I ST_CF_NOPARAMSOK The command doesnt require any parameters to
execute. For example, the commands for releasing a call, toggling the Not Ready
state, and toggling the Busy state do not require parameters.
I ST_CF_STRPARAMSOK The command can be executed by providing a single
unnamed string parameter (no named parameter is provided). The command for
placing a call, for example, requires only a single parameter. Such commands are
invoked when the user types something in the Phone # field in the CTI toolbar
such as an extension number or a login IDand clicks the commands button.
STServiceType
The CTI driver manager can ask the CTI driver to provide different service types,
such as teleset control or call routing.
NOTE: Teleset control is the only service type implemented in Siebel Adaptive CTI.
enum STServiceType
{
ST_ST_PHONECONTROL = 1,
ST_ST_CALLROUTING = 2
};
STCommandType
Determines the special-purpose commands that are exposed by the CTI driver when
the CTI driver manager calls the ISTService method GetCommandByType.
The first two special-purpose commands pertain to logging into and out of the
switch. GetCommandByType is called when Auto-login is in effect for the user. The
third special-purpose command supports make-call commands. For more
information, see Logging into Siebel CTI on page 2-72. See also
GetCommandByType on page C-14.
enum STCommandType
{
ST_CT_LOGIN = 1,
ST_CT_LOGOUT = 2,
ST_CT_MAKECALL = 3
};
API Reference
STObjectType
CTI objects that can be monitored. The CTI driver manager can request that a
particular object be monitored by calling the ISTService method
RequestObjectInformation. See RequestObjectInformation on page C-15.
Properties of individual objects to be monitored are described in
STObjectProperty on page C-7.
enum STObjectType
{
ST_OB_LINK = 1,
ST_OB_SWITCH = 2,
ST_OB_QUEUE = 3,
ST_OB_TELESET = 4,
ST_OB_DN = 5,
ST_OB_AGENT = 6,
ST_OB_CALL = 7
};
NOTE: DNs (ST_OB_DN) and telesets (ST_OB_TELESET) are the only object types
that can be monitored in Siebel Adaptive CTI.
Each object type is described in the following paragraphs:
I ST_OB_LINK The command monitors the CTI middlewares connection to the
switch.
I ST_OB_SWITCH The command monitors the status of the switch.
I ST_OB_QUEUE The command monitors a particular ACD queue.
I ST_OB_TELESET The command monitors a particular teleset.
I ST_OB_DN The command monitors a particular DN (extension).
I ST_OB_AGENT The command monitors a particular agent.
I ST_OB_CALL The command monitors a particular call.
API Reference
STObjectProperty
Properties of monitored CTI objects. The CTI driver manager can request that a
particular object be monitored by calling the ISTService method
RequestObjectInformation. See RequestObjectInformation on page C-15. Object
types are described in STObjectType on page C-6.
enum STObjectProperty
{
ST_OP_ONOFF = 1,
ST_OP_AGENTID = 2,
ST_OP_ISTALKING = 3,
ST_OP_ISNOTREADY = 4,
ST_OP_ISBUSY = 5,
ST_OP_TALKINGSINCE = 6,
ST_OP_DESCRIPTION = 7,
ST_OP_CALLERS = 8,
ST_OP_TIMEINQUEUE = 9,
ST_OP_CALLID = 10,
ST_OP_CALL_DISCONNECT = 11
};
NOTE: The ST_OP_CALLERS property is not used in Siebel Adaptive CTI.
Each object property is described in the following paragraphs:
I ST_OP_ONOFF A Boolean value indicating whether teleset control is on or off.
I ST_OP_AGENTID The ID number of an agent, for an agent or DN that is being
monitored.
I ST_OP_ISTALKING A Boolean value indicating whether an agent has a
current call, for an agent or DN that is being monitored.
I ST_OP_ISNOTREADY A Boolean value indicating whether an agent has set the
Not Ready state, for an agent or DN that is being monitored.
I ST_OP_ISBUSY A Boolean value indicating whether an agent has set the Busy
state, for an agent or DN that is being monitored.
I ST_OP_TALKINGSINCE A string representing the time that an agent took a
call, for an agent or for a DN that is being monitored. The time value uses the
format MM/DD/YYYY HH:MM:SS. Siebel CTI parses the value and presents it in
an appropriate format for a localized application.
I ST_OP_DESCRIPTION A string describing the object that is being monitored.
API Reference
I ST_OP_CALLERS The number of callers in a queue that is being monitored.
(This property is not used.)
I ST_OP_TIMEINQUEUE The number of seconds during which the call stayed
in the ACD queue before it was answered.
I ST_OP_CALLID The call ID for the call.
I ST_OP_CALL_DISCONNECT A Boolean value indicating whether the call has
been disconnected.
Methods of ISTClient Object C
The ISTClient object is implemented by Siebel Systems in the Siebel client. The CTI
driver calls ISTClient methods in order to communicate with the Siebel client, for
instance to send CTI events and associated data.
When a call to an ISTClient method is successful, it returns 0 (zero). HRESULT
represents the COM API result type defined by Microsoft.
HandleEvent
Handle the named event received from the CTI driver, using the given fields. By
calling this method, the CTI driver notifies the Siebel client of a CTI event, such as
a call coming in on the monitored teleset.
If notifyWhenDone is set to TRUE, then the CTI driver manager will notify the CTI
driver when event handling is finished. It does this by passing the events ID (using
the trackingID parameter) in a call to the ISTService method
NotifyEventHandlingFinished. See NotifyEventHandlingFinished on page C-15.
For an illustration of the general flow of commands and events in a Siebel CTI
implementation, see Figure 1-2 on page 1-13.
HRESULT HandleEvent(
[in] BSTR name,
[in] VARIANT fields,
[in] BOOL notifyWhenDone,
[in] long trackingID);
API Reference
ShowStatusText
Display textual status information in the status line of the Siebel client.
HRESULT ShowStatusText(
[in] BSTR text);
HandleError
Handle asynchronous errors:
I If trackingID is not 0 (zero), then it contains the same value that was passed to
the ISTService method InvokeCommand that caused the error.
I If trackingID is set to 0 (zero), the error occurred out of context or the error was
associated with a failed call attemptwith which no call ID data is associated.
HRESULT HandleError(
[in] long trackingID,
[in] BSTR error);
RequestContext
Request call context information. The call context contains information about
talking time, call activity objects, the current Siebel view, and so on. Call context
data is used in generating screen pops for internal calls an agent places or for calls
an agent transfers or conferences.
In response, the CTI driver manager will call the ISTService method
NotifyContextData and pass the context information back, along with the
trackingID. See NotifyContextData on page C-15.
HRESULT RequestContext(
[in] long trackingID);
API Reference
RestoreContext
Restore the context of the Siebel client.
For example, when a call is being held, the CTI driver could call the ISTClient
method RequestContext, to which the CTI driver manager would respond by calling
the ISTService method NotifyContextData. The CTI driver could store the context
data while the agent is on another call. When the call that was on hold is retrieved,
the CTI driver could call RestoreContext to retrieve the context data relevant to the
original call. See RequestContext on page C-9, and NotifyContextData on
page C-15.
HRESULT RestoreContext(
[in] BSTR data,
[in] BOOL flash);
CacheCommandInformation
Notify the Siebel client about command-status caching. Without such caching, the
ISTService method GetCommandStatus will be called frequently, which may affect
performance.
For the ith command in commandName, the command description is at the ith
position in commandDescriptions, and the command status is at the ith position in
commandStatuses.
HRESULT CacheCommandInformation(
[in] VARIANT commandNames,
[in] VARIANT commandDescriptions,
[in] VARIANT commandStatuses);
NOTE: The parameters commandNames and commandDescriptions have type
VT_ARRAY | VT_BSTRmeaning they use arrays of strings. The parameter
commandStatuses has type VT_ARRAY | VT_I4meaning it uses an array of 4-byte
integers. For more information, see Data Types on page C-3.
API Reference
UpdateObjectInformation
Notify the Siebel client about status changes of CTI objectsfor example, that an
agent has become busy. Notifications about DN status will be used by the Siebel
client to keep track of when calls end and new calls start. Typically, this method
fulfills a client request made using a call to the ISTService method
RequestObjectInformation. See RequestObjectInformation on page C-15. The
object status data is stored as VARIANT data in the datasetInfo parameter.
NOTE: When the talking time for each call is to be displayed in the agents CTI
toolbar, the time should no longer be counted after a call is released. The CTI driver
should call the UpdateObjectInformation method, where the datasetInfo parameter
includes a key/value pair for the ST_OP_ISTALKING object property, set to FALSE.
For information about object types and object properties, see STObjectType on
page C-6 and STObjectProperty on page C-7.
HRESULT UpdateObjectInformation(
[in] long objectType,
[in] BSTR objectID,
[in] VARIANT datasetInfo);
IndicateNewCall
Indicate a new incoming call by bringing the Siebel application to the front. If the
Enable Sound option in the Options dialog box is set for the end user, the
Ringin.wav or other user-specified sound file will play.
HRESULT IndicateNewCall();
API Reference
Methods of ISTDriver Object C
The ISTDriver object is implemented in the CTI driver. The CTI driver manager calls
ISTDriver methods in order to request the driver to create a service object
representing the functionality of the CTI middleware integration.
When a call to an ISTDriver method is successful, it returns 0 (zero). HRESULT
SetParameters
Initialize the CTI driver object by passing user-defined specific parameter values.
The CTI driver manager passes to the CTI driver the CTI configuration parameters
specified in the Configuration Parameters and Telesets view.
I For Siebel-provided CTI drivers, all parameter data is passed from the Siebel
client (CTI driver manager) to the CTI driver as VARIANT data in the
datasetParams parameter.
I For a customer-implemented CTI driver, additional data can be passed to the
ISTDriver object using the connectString variable.
To define the string that the CTI driver manager is to pass, create the
Driver:ConnectString configuration parameter in the Configuration Parameters and
Telesets view.
HRESULT SetParameters(
[in] BSTR languageCode,
[in] BSTR connectString,
[in] VARIANT datasetParams);
RequestService
Request a service by passing the service type (such as teleset monitoring), user-
defined parameters, and the pointer to the Siebel client interface. The CTI driver
object creates the service object, which in turn communicates with the Siebel client.
I For Siebel-provided CTI drivers, all parameter data is passed from the CTI driver
manager to the CTI driver as VARIANT data in the datasetParams parameter.
I For a customer-implemented CTI driver, additional data can be passed to the
ISTService object using the paramString variable.
API Reference
To define the string that the CTI driver manager is to pass, create the
Service:ConnectString configuration parameter in the Configuration Parameters and
Telesets view.
HRESULT RequestService(
[in] ISTClient* client,
[in] long serviceType,
[in] BSTR paramString,
[in] VARIANT datasetParams,
[out, retval] ISTService** service);
Methods of ISTService Object C
The ISTService object is implemented in the CTI driver. Services are returned to the
Siebel client in response to a call for the ISTDriver method RequestService. The CTI
driver manager calls ISTService methods in order to communicate with the CTI
middlewarefor example, to send CTI commands and associated data.
When a call to an ISTService method is successful, it returns 0 (zero). HRESULT
When a call to an ISTService method fails, the CTI driver can call the ISTClient
method HandleError to pass error data. See HandleError on page C-9.
GetCommandDescription
Get a command description string. The command description can be used, for
example, to provide an alternative string for ToolTips or for the status line.
Descriptions are for commands as known to the CTI middleware. Each Siebel CTI
command includes the parameter DeviceCommand, whose value represents the
name of the underlying command as known to the CTI middleware. The command
description string is returned in the variable description.
HRESULT GetCommandDescription(
[in] BSTR name,
[out, retval] BSTR* description);
API Reference
GetCommandStatus
Get the command status for a command. The command status is returned in the
variable named status. For descriptions of the command status flags that may be
returned, see STCommandFlag on page C-4.
HRESULT GetCommandStatus(
[in] BSTR name,
[out, retval] long* status);
GetCommandByType
Get the designated command, by type. The command name is returned in the
variable command. GetCommandByType is called when Auto-login is in effect for
the user. For more information, see Logging into Siebel CTI on page 2-72. For
descriptions of the command types, see STCommandType on page C-5.
HRESULT GetCommandByType(
[in] long commandType,
[out, retval] BSTR* command);
InvokeCommand
Invoke the named command, using parameters. A basic ISTService implementation
should include at least the InvokeCommand method.
By calling this method, the CTI driver manager invokes a command that is to be
executedfor example, placing a call, transferring a call, or setting the Not Ready
state. Most commands, but not all, are passed from the CTI driver to the CTI
middleware and the switch.
For an illustration of command and event flow in a Siebel CTI implementation, see
Figure 1-2 on page 1-13.
HRESULT InvokeCommand(
[in] BSTR name,
[in] BSTR stringParam,
[in] VARIANT datasetParam);
API Reference
RequestObjectInformation
Request information about the telephony object representing the agents DN/
extension. In response to the Siebel driver managers calling this method, the CTI
driver calls the ISTClient method UpdateObjectInformation. See
UpdateObjectInformation on page C-11.
For information about object types and object properties, see STObjectType on
page C-6 and STObjectProperty on page C-7.
HRESULT RequestObjectInformation(
[in] long objectType,
[in] BSTR objectID,
[in] VARIANT datasetParam);
In this release, the objectID parameter always represents the agents DN/extension.
NOTE: The parameter datasetParam is not currently used for this method.
NotifyContextData
Notify the CTI driver about Siebel client context information.
The CTI driver manager calls this method in response to a CTI driver call for the
ISTClient method RequestContext. A CTI driver can be designed to attach the
provided context data to the current call. See RequestContext on page C-9.
HRESULT NotifyContextData(
[in] BSTR context);
NotifyEventHandlingFinished
Notify the CTI driver that the Siebel client has finished handling the event that was
sent by the CTI driver to the Siebel client using a call for the ISTClient method
HandleEvent. See HandleEvent on page C-8.
HRESULT NotifyEventHandlingFinished(
[in] BOOL result);
API Reference
GetImplementationObject
Return the underlying COM objects, allowing access to the methods for the
object(s).
NOTE: The CTI drivers provided out of the box by Siebel employ COM objects.
The GetImplementationObject method can be used in two different scenarios:
I Return underlying COM object for CTI middleware
I Return any underlying COM object: for ISTDriver, ISTService, or the CTI
middleware
Return Underlying COM Object for CTI Middleware
If your CTI driver implementation has one COM object for ISTDriver and one COM
object for ISTService, this method can return the COM object for the CTI
middleware, which underlies the ISTService object. For Genesys, for example, it
returns the Genesys Desktop Toolkit OLE/COM Interface object.
Return Any Underlying COM Object
If your CTI driver implementation aggregates another CTI driver, such that you have
an additional COM object that mediates communication from the CTI driver
manager to the ISTDriver and ISTService objects, this method can return any of the
underlying objects: the ISTDriver object, ISTService object, or the COM object for
the CTI middleware.
An aggregate CTI driver implementation typically includes a Siebel-provided driver,
such as for Genesys, and a separate driver called the aggregate CTI driver that
extends the main drivers functionality or replaces part of its functionality.
If you write an aggregate CTI driver, the CTI driver manager should communicate
with this driver rather than with the existing CTI driver. The aggregate CTI driver
will intercept certain commands for its special operation and pass other commands
on to the existing CTI driver.
The DeviceDriver parameter in the .cfg file should provide the name of the
aggregate driver so that the CTI driver manager will be able to create the COM
object for this driver. The aggregate driver should be written to create the COM
object for the ISTDriver object.
API Reference
Writing an aggregate CTI driver to work with an existing CTI driver can save much
time compared with writing a driver from scratch.
You can use this method when you require that the aggregate driver be able to
communicate directly with the COM object for the CTI middleware, in addition to
communicating with the ISTService object.
HRESULT GetImplementationObject(
[in] BSTR key,
[out, retval] VARIANT* object);
API Reference
Version 6.2 Siebel CTI Guide D- 1
Siebel CTI and Siebel Scripting Languages
D
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2
CTI Object Type Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4
CTIService Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4
CTIData Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-6
Script Usage Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-8
Making a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-8
Handling an Incoming Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-11
Appendix Overview
D- 2 Siebel CTI Guide Version 6.2
Appendix Overview D
Siebel VB and Siebel eScript scripts can be used in many ways to extend your CTI-
enabled Siebel applications, including the following:
I Siebel CTI can invoke Siebel VB or Siebel eScript scripts.
I Siebel CTI commands can invoke Siebel VB or Siebel eScript scripts.
I Siebel CTI events can invoke Siebel VB or Siebel eScript scripts, for instance
on an incoming call or upon disconnection.
I Siebel VB or Siebel eScript scripts can invoke Siebel CTI commands and access
call data fields.
I Siebel VB or Siebel eScript scripts can invoke Siebel CTI commands.
Commands such as transferring a call can be invoked from Siebel VBbased
menu items, buttons, or toolbar buttons.
I Siebel VB or Siebel eScript scripts can access call data fields such as ANI,
DNIS, and digits collected from an IVR system.
NOTE: Siebel CTI supports Siebel VB and Siebel eScript only for the Siebel dedicated
client, not for Siebel Thin Client for Windows.
Siebel CTI integration with Siebel VB and Siebel eScript allows customers to write
call handlers and advanced CTI commands in Siebel VB or Siebel eScript. All Siebel
CTI methods are exposed and can be called with any applicable parameters. All data
fields (ANI, DNIS, OtherDN, and so on) are accessible. A Siebel VB or Siebel eScript
script can be invoked on any CTI event (ringing, disconnect, and so on).
Appendix Overview
The CTI-related objects and interfaces are supported only by Siebel VB or Siebel
eScript. The main purpose of such interfaces is to allow CTI event handling (such
as screen-pop logic). But the CTI interface can also be used to take complete control
of the CTI technology. CTI objects can be used to obtain information about the
current call, to intercept CTI events and perform the necessary handling, or to
control the calls (make calls, transfer calls, and so on).
NOTE: Scripts that work with Siebel CTI should be defined in the general section of
the application object, where they will be compiled into the repository (.srf) file for
the Siebel client. Siebel CTI data objects and methods are for the active call object.
Also refer to the following books:
I Siebel Server Administration Guide
I Siebel Client Installation and Administration Guide
I Siebel Tools Guide
I Siebel Object Interfaces Reference
I Siebel VB Language Reference
I Siebel eScript Language Reference
CTI Object Type Reference
CTI Object Type Reference D
The methods of the CTIService and CTIData object types are described in this
section. Siebel CTI scripting examples using Siebel VB follow.
CTIService Object Type D
The CTIService object type provides the features of the Siebel CTI integration. This
object is created when the Siebel application is running with the enabled CTI
option. This object type has methods that allow call control, CTI event handing, and
access to CTI information. The CTI service provides access to the CTI commands
by name. The CTI commands and their names are specific to the particular CTI
integration and are fully described in the relevant appendix for your Siebel-
GetCTIService
Application.GetCTIService -> CTIService
The GetCTIService method returns the CTIService object if the Siebel application is
running with CTI enabled. If CTI is not enabled, then it returns Nothing.
IsCommandEnabled
CTIService.IsCommandEnabled command_name -> return_value
IsCommandEnabled returns 1 if the specified CTI command is currently enabled
and returns 0 if the command is disabled. For example, the AnswerCall command
is enabled only when the phone is ringing.
IsCommandChecked
CTIService.IsCommandChecked command_name -> return_value
IsCommandChecked returns 1 if the state of the specified CTI command is triggered;
otherwise it returns 0. For example, when an agent is in the Not Ready state, the
command ChangeNotReadyState is triggered and IsCommandChecked returns 1.
InvokeCommand
CTIService.InvokeCommand command_name [, parameter]
Invokes the CTI command by name, with an optional parameter.
InvokeCommandWithData
CTIService.InvokeCommandWithData command_name [, ctiDataObject]
Invokes the CTI command by name, with the optional ctiDataObject parameter. The
ctiDataObject parameter can be used to attach user-defined data to the current call,
for instance when you are transferring a call or initiating a call. It can also be used
to pass multiple parameters to the command when this is required.
GetCurrentCallData
CTIService.GetCurrentCallData -> CTIData
Returns a read-only copy of the CTIData object for the current call. The returned
object can be used to retrieve information about the current call, such as the CTI
fields ANI, DNIS and any other switch, middleware, or user-defined data that is
associated with the call.
CreateData
CTIService.CreateData -> CTIData
Creates and returns the new CTIData object. This object can be used to specify
parameters for the InvokeCommandWithData method. Use this method if you need
to change fields on the active call object.
NotifyEventHandlerBlocking
CTIService.NotifyEventHandlerBlocking
This method should be called before beginning a lengthy operation or interaction
with the user through the user interface of the Siebel application. This will prompt
Siebel CTI to complete some unfinished operations.
For example, suppose there is a Siebel VB or Siebel eScript script associated with
the Answer Call button in the CTI toolbar. When the phone rings and the agent
clicks the Answer Call button, Siebel CTI will call the Siebel VB or Siebel eScript
handler first and answer the phone only after that. Then a Service Request window
can be invoked showing the current service request for the caller.
If the Siebel VB or Siebel eScript code internally performs some lengthy operation,
then the agent may want to pick up the phone before the script ends. Calling the
NotifyEventHandlerBlocking method accomplishes this and immediately connects
the agent with the caller.
CTIData Object Type D
The CTIData object type contains a field/value set and can be used for two
purposes:
I To retrieve the information about the current call (ANI, DNIS, and so on)
I To pass the parameters and user data to the call-control commands
This object is conceptually similar to Dictionaries for Perl or Maps for MFC. Field
names are specific to the CTI middleware you are using. For detailed information
about event data fields for each type of middleware, see the relevant appendix for
your Siebel-validated CTI middleware. Also refer to the documentation from the
middleware vendor.
Clear
CTIData.Clear
Empties the CTIData object by deleting all fields.
GetFieldValue
CTIData.GetFieldValue field_name -> field_value
Retrieves the value of the specified field.
SetFieldValue
CTIData.SetFieldValue field_name, field_value
Adds the field/value pair to the read-only copy of the CTIData object. If a field with
the same name is already present, the previous value is overwritten.
GetCount
CTIData.GetCount -> return_value
Returns the number of the fields in the CTIData object.
GetFieldAt
CTIData.GetFieldAt index -> field_name
Returns the name of a field by its index location. The GetCount and GetFieldAt
functions can be used to enumerate all fields contained currently in the CTIData
object.
RemoveField
CTIData.RemoveField field_name
Removes (deletes) the field by name.
Script Usage Examples
Script Usage Examples D
This section contains examples for Siebel VB or Siebel eScript scripts that use CTI
objects to make a call or to handle an incoming call and describes how to integrate
such scripts with CTI commands or events.
For more information about defining CTI commands and events, see Chapter 3,
Making a Call D
This section shows example scripts that use CTI objects to make a call and shows
how to attach such a script to a Siebel CTI command.
Siebel VB Example Script
The following is an example Siebel VB script that uses CTI objects to make a call.
Function NewMakeCall() as Integer
dim CTI as CTIService
dim data as CTIData
dim phonenum as string
set CTI = TheApplication.GetCTIService
set data = CTI.GetCurrentCallData
phonenum = data.GetFieldValue("PhoneNumber")
MsgBox "Invoking Siebel VB script with the following
parameters:" & chr(13) &"PhoneNumber: " & phonenum
CTI.InvokeCommand "MakeCall", & phonenum
NewMakeCall = OperationComplete
End Function
Siebel eScript Example Script
The following is an example Siebel eScript script that uses CTI objects to make a
call.
function NewMakeCall()
{
var CTI;
var Number;
CTI = application.GetCTIService();
if(CTI == null)
{
application.MsgBox("CTI is not enabled!")
}
else
{
phonenum = application.InputBox("Enter number to call");
CTI.InvokeCommand("MakeCall", Number);
}
return ContinueOperation;
}
Defining the CTI Command to Invoke the Script
The example NewMakeCall script, whether Siebel VB or Siebel eScript, can be
invoked when the user clicks the Make Call button in the CTI toolbar. To specify
this behavior, you attach the script to a particular CTI command you define in the
CTI configuration views. Define the command and its associated command-data
object to be similar to the example command MakeCalltoPhone for Genesys, shown
in Table D-1 and Table D-2 on page D-10.
Table D-1. Command: MakeCalltoPhone
Description Make Call to "{@Phone}"
OnEditControl TRUE
Script NewMakeCall
You specify the script name (NewMakeCall in this example) as the value for the
parameter called Script in the Command entry. Then you define parameters for the
script in the associated CmdData entry, using the form ScriptParam followed by a
period (.) and the parameter name (PhoneNumber in this example).
In this example, when an agent clicks the Make Call button in the CTI toolbar, the
command MakeCalltoPhone is executed, which in turn invokes the script
NewMakeCall. A value is passed to the script for its PhoneNumber parameter, based
on the value yielded by macro expansion. Each script parameter is passed to the
script as a key/value pair.
The example script displays a message box indicating that a script is being invoked
and that a call is being initiated to a particular number; it then dials the number in
the Phone # field in the CTI toolbar.
For more information about macro expansion and about the @Phone macro, see
Using Character-Field Macros on page 3-8 and Macros for Command/Event
NOTE: A script invoked from a CTI command overrides and does not invoke the
DeviceCommand defined within the command.
Table D-2. CmdData: MakeCalltoPhone
AttachContext TRUE
Param.PhoneNumber {@Phone:PhoneTypeLookup}
RequiredField.@Phone ?*
ScriptParam.PhoneNumber {@Phone:PhoneTypeLookup}
Handling an Incoming Call D
This section shows example scripts that use CTI objects to handle an incoming call
and shows how to attach such a script to a Siebel CTI event.
Siebel VB Example Script
The following is an example Siebel VB script that uses CTI objects to handle an
incoming call.
Function HandleCallUsingANI As Integer
Dim CTI As CTIService
Dim Data As CTIData
Dim ANI As String
Set CTI = TheApplication.GetCTIService
Set Data = CTI.GetCurrentCallData
ANI = Data.GetFieldValue("ANI")
CTI.NotifyEventHandlerBlocking
MsgBox "Call from " & ANI
HandleCallUsingANI = ContinueOperation
End Function
Siebel eScript Example Script
The following is an example Siebel eScript script that uses CTI objects to handle an
incoming call.
function HandleCallUsingANI()
{
var CTIService;
var CTIData;
var ANI;
CTI = application.GetCTIService();
CTIData = CTI.GetCurrentCallData();
ANI = Data.GetFieldValue("ANI");
CTI.NotifyEventHandlerBlocking();
application.MsgBox("Call from " + ANI);
return ContinueOperation;
}
Defining the CTI Event to Invoke the Script
The example HandleCallUsingANI script, whether Siebel VB or Siebel eScript, can
be invoked when the user clicks the Answer Call button. To specify this behavior,
you attach the script to a particular CTI EventResponse you define in the CTI
configuration views. Define the EventResponse and its associated EventHandler
definition to be similar to the example InvokeVBonAnswer for Genesys, shown in
Table D-3 and Table D-4.
Using the same techniques, you can write a script that will query the Siebel
database using the information about the current call and display the data by
navigating to the corresponding Siebel view.
Table D-3. EventHandler: InvokeVBonAnswer
DeviceEvent EventRinging
Response InvokeVBonAnswer
Table D-4. EventResponse: InvokeVBonAnswer
UseCtxData TRUE
Script HandleCallUsingANI
Version 6.2 Siebel CTI Guide E- 1
Using the Siebel CTI Simulator
E
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-2
Setting Up the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-3
Genesys Configurations in the Sample Database . . . . . . . . . . . . . . . . E-3
Running the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-4
Using the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-5
The CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-5
Call Simulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-6
Appendix Overview
E- 2 Siebel CTI Guide Version 6.2
Appendix Overview E
This appendix describes how to set up and use the CTI Simulator, which simulates
the basic functionality of Genesys T-Server middleware in order to help you to
understand how Siebel CTI works.
The CTI Simulator simulates inbound calls and outbound calls made by a predictive
dialerboth of which are based on the underlying Genesys event EventRinging
and allows you to experiment with event responses such as screen pops.
NOTE: The CTI Simulator works only for CTI configurations using the Genesys
T-Server middleware. Any changes to configuration parameters, commands, or
events that you make as part of using the CTI Simulator must be made in a CTI
configuration for Genesys.
To configure Siebel CTI after the middleware and switch software and hardware are
installed, see Chapter 2, Configuring Siebel CTI.
Setting Up the CTI Simulator
Setting Up the CTI Simulator E
You can run the CTI Simulator for the Siebel dedicated client or for Siebel Thin
Client for Windows.
The CTI Simulator is included on the Siebel client CD-ROM. Before you can access
the CTI Simulator, you must install the Siebel client. For more information, see the
Siebel Client Installation and Administration Guide.
NOTE: Genesys T-Server need not be running in order to run the CTI Simulator.
However, the Siebel CTI driver for Genesys must be available, and the DeviceDriver
parameter in the .cfg file must be set to its default value, CSTGenesysDriver.
For the dedicated client, run Siebel Call Center Demo, Siebel Service Demo, or
Siebel eMail Response Demo in order to run the CTI Simulator.
For more information, see Enabling CTI for Siebel Clients on page 2-17.
Genesys Configurations in the Sample Database E
Use of the CTI Simulator requires that the sample database contain a CTI
configuration in which the current Siebel user is assigned to a dummy teleset. By
default, the demo users CCONWAY, SREILLY, and SADMIN are associated with
telesets only in the sample configuration for Genesys middleware and a Nortel
Meridian switch.
NOTE: When a user starts a Siebel demo application, data for the CTI configuration
in which the users teleset is defined is passed to the Genesys CTI driver. Any
changes to configuration parameters, commands, or events that you make as part
of using the CTI Simulator must be made in a CTI configuration for Genesys, such
as that for Genesys with a Nortel Meridian switch.
Running the CTI Simulator
Running the CTI Simulator E
After you have installed the Siebel client, run the CTI Simulator as described here.
For information about running the CTI Simulator with Siebel Thin Client for
Windows, see Enabling CTI for Siebel Clients on page 2-17.
To run the CTI Simulator in the Siebel dedicated client
I Run Siebel Call Center Demo, Siebel Service Demo, or Siebel eMail Response
Demo.
NOTE: The icons for these demo versions of these Siebel applications use the flag
/CTISIM. This flag name is not case-sensitive. You can modify the demo icons
for other Siebel applications to use this option.
The CTI menu appears in the Siebel main menu, and the CTI toolbar appears on
the screen. In addition, the CTI tab is enabled in the Options dialog box.
To see all the screens and views referred to in this guide
1 Choose File Connect.
This procedure applies to both supported Siebel client types.
2 Specify SADMIN (for System Administrator) as the User Name and Password,
and select Sample from the Connect To: dropdown list.
NOTE: Running Siebel Call Center Demo or Siebel eMail Response Demo
automatically logs you into the sample database as CCONWAY; running Siebel
Service Demo logs you in as SREILLY. Reconnecting as SADMIN allows you to
view more of the screens and views in the Siebel client.
3 As SADMIN, explore the CTI configuration views in the Communications
Administration screen (choose Screens Communications Administration
CTI).
Verify that the demo users CCONWAY, SREILLY, and SADMIN are part of the
sample database, and that each is associated with a teleset.
Using the CTI Simulator
Using the CTI Simulator E
After you install Siebel CTI and client software and set up the CTI Simulator, you
can begin trying out basic CTI features, such as accessing functions through the CTI
toolbar, performing database queries, and displaying Siebel records based on data
associated with an inbound call. These features are described in more detail in the
following sections.
The CTI Toolbar E
When you start the Siebel client with the CTI Simulator enabled, you will see the
CTI toolbar. This toolbar is in its embedded state, located at the top of the Siebel
client, below the standard toolbar and the history bar.
Using the CTI toolbar, shown in Figure E-1, a call-center agent can perform most
common telephony functions without having to touch the phone. The CTI toolbar
also provides information about how long a call has been in the queue and how
long the agent has been on a call.
For information about configuring the CTI toolbar and using its controls, and about
display options for the CTI toolbar, see Using the CTI Toolbar on page 2-74.
Figure E-1. CTI Toolbar (Embedded)
CTI toolbar
Call Simulations E
You can simulate inbound and outbound calls and experiment with associated
screen-pop behavior.
Call-Simulation Keys
Three sets of call-simulation keys have been preconfigured in Siebel CTI:
I SHIFT+F11 simulates an incoming call with Caller ID, also called ANI
(Automatic Number Identification). The caller exists in the Siebel sample
database and has presumably called before. See A Simulated Inbound Call with
Caller ID.
I CTRL+F11 simulates an incoming call in which the caller either does not have
Caller ID or is not in the Siebel database. See A Simulated Inbound Call from
an Unknown Caller on page E-8.
I ALT+F11 simulates an outgoing campaign call made by a predictive dialer. See
Outbound Predictive Dialer Call Simulation on page E-10.
Inbound Call Simulations
This section describes two inbound call scenarios.
A Simulated Inbound Call with Caller ID
When you press SHIFT+F11 in the CTI Simulator, you will hear a ring or a beep,
depending on how Enable Sound is set in the Options dialog box, and you will see
the Accept Call button flash on the CTI toolbar. These indicators signal an incoming
call. Clicking the Accept Call button on the toolbar to answer the call initiates the
following:
I A screen pop that displays contact information about the caller
I An activity record that is automatically created, called Call - Inbound
Siebel performs the screen pop using ANI. By default, the CTI Simulator matches
the contacts phone number to the setting of the Param.ANI parameter for the call
simulation command. In the sample database, the telephone number 4153210235
belongs to Henry Kim.
Table E-1 and Table E-2 show the values used in the simulation. These values are
displayed and can be edited in the All Commands view, one of the CTI configuration
views, when you are logged in as SADMIN.
You can modify the value for the Param.ANI parameter to change the phone
number, and therefore the contact, that the CTI Simulator will use for the screen
pop.
Many contacts in the sample database have work phone numbers defined. Enter
another contacts work phone number to select that contact during CTI simulation.
You can also change the view that will be displayed for the screen pop:
I The parameter SingleView specifies the view to display if the telephone number
of the inbound call matches a single contact record in the Siebel database.
I The parameter MultiView specifies the view to display if the telephone number
of the incoming call matches more than one contact record in the database.
Table E-1. Command: SimCallFound
Hidden TRUE
HotKey SHIFT+F11
CmdData SimCallFound
Table E-2. CmdData: SimCallFound
Table E-3 shows the values that are used in simulating screen pops.
A Simulated Inbound Call from an Unknown Caller
When you press CTRL+F11 in the CTI Simulator, you will hear a ring or a beep,
depending on how the Enable Sound option is set, and you will see the Accept Call
button flash.
Click the Accept Call button on the CTI toolbar to answer the call. No information
about the caller is retrieved, because the callers telephone number was not in the
database; the Find dialog is displayed.
Table E-3. EventResponse: OnInboundCallReceived
QueryBusObj Contact
QueryBusComp Contact
QuerySpec 'Work Phone #'='{ANI}'
SingleView Service Contact Detail View
MultiView Contact List View
FindDialog Service Request
FindField.CSN Ask Caller
SingleLog LogIncomingCallContactFound
Log LogIncomingCallContactNotFound
Table E-4 and Table E-5 show values used for inbound call simulation. This
operation is similar to that for the simulated inbound call with ANI. In this case,
however, the phone number in the Param.ANI setting does not exist in the sample
database.
Once Siebel CTI determines that the phone number does not exist in the sample
database, the Find dialog box appears. A list of options follows the Find What?
heading in the Find dialog box. The Service Request option is highlighted.
You can change the option that is highlighted in the Find dialog box by changing
the value for the FindDialog parameter. For details, see Table E-3 on page E-8.
Other possible values for the FindDialog parameter include Opportunity, Service
Account, Corporate Contact, Service Product, and Consumer.
Table E-4. Command: SimCallNotFound
Hidden TRUE
HotKey CTRL+F11
Table E-5. CmdData: SimCallNotFound
Outbound Predictive Dialer Call Simulation
When you press ALT+F11, you will hear a ring or a beep, depending on the setting
of the Enable Sound option, and you will see the Accept Call button flash.
Click the Accept Call button on the toolbar to answer the outgoing call. You will
then get a screen pop that displays the campaign from which the simulated
outbound call originates.
Answering the call automatically creates an activity record called Call - Outbound.
When the call ends, the date and time of the call are entered in the Description field
of the activity.
Table E-6 and Table E-7 show values used for outbound predictive-dialer call
simulation.
Table E-6. Command: SimCampaignCall
Hidden TRUE
HotKey ALT+F11
CmdData SimCampaignCall
Table E-7. CmdData: SimCampaignCall
Param.CampID 1-CQZ
Param.CampContactID FAKE_ID
Version 6.2 Siebel CTI Guide 1
Index
Symbols
$RemoteConnectStr macro 3-13, 4-34
$RemoteConnectStr2 macro 3-13, 4-34
@AgentId macro 3-11, A-16, B-18
@AgentPin macro 3-11, A-16, B-18
@Associate special command 3-26
@CallDuration macro 3-11
@CallObjectId macro 3-11
@CallStartTime macro 3-11
@EditControl macro 3-11
@HotelingPhone macro 3-12
@Phone macro 3-12
@QueueId macro 3-12, A-16, B-18
@Random macro 3-12
@UserId macro 3-13
@UserName macro 3-13
@ViewCallObject special command 3-26
A
Accept Call button, and screen pops 3-35
accountInfo event data field (Dialogic) B-23
ACD DN, specifying for Nortel Meridian
switch 2-38, 2-39
ACD Queue field
populating the List of Values for 2-38
ACD switch 2-10
ACDQueue command parameter
(Dialogic) B-18
ACDQueue command parameter
(Genesys) A-16
activities, call 1-5
Adaptive CTI
aggregate CTI driver C-16
architecture 6-5
and C++6-5
constants C-3
data types C-3
design 6-3
initialization 6-6
ISTClient C-8
ISTDriver C-12
ISTService C-13
and Java 6-5
reference C-2
skill set for developing driver 6-2
and Visual Basic 6-5
AddBusComp event response
parameter 3-39
AddBusObj event response parameter 3-39
AddField event response parameter 3-39
AddLog event response parameter 3-39
AddRecordView event response
parameter 3-39
Admin Mode Flag field 4-7
AfterCall event log parameter 3-47
AgentAfterCallWork work mode
(Dialogic) B-16
AgentAfterCallWork work mode
(Genesys) A-7, A-13
AgentAutoIn work mode (Genesys) A-7,
A-13
AgentAuxWork work mode (Genesys) A-7,
A-13
agentData event data field (Dialogic) B-23
agentGroup event data field (Dialogic) B-23
Index
2 Siebel CTI Guide Version 6.2
AgentId command parameter
(Dialogic) B-18
AgentId command parameter
(Genesys) A-16
agentId event data field (Dialogic) B-23
AgentID event data field (Genesys) A-18
AgentId macro. See @AgentId macro
AgentLoggedOff event (Dialogic) B-20
AgentLoggedOn event (Dialogic) B-20
AgentManualIn work mode (Genesys) A-7,
A-13
agentMode event data field (Dialogic) B-23
AgentModeChange event (Dialogic) B-20
AgentNotReady work mode (Dialogic) B-16
AgentOtherWork work mode
(Dialogic) B-16
AgentPin command parameter
(Dialogic) B-18
AgentPin command parameter
(Genesys) A-16
AgentPin macro. See @AgentPin macro
AgentReady work mode (Dialogic) B-16
agents, specifying 2-34
AgentWorkMode parameter (Genesys) A-7,
A-14
AgentWorkModeN commands
(Genesys) A-13, A-14
aggregate CTI driver C-16
All Agents view 2-25, 2-40
All Commands view 2-25, 2-46, 3-4
All Configurations view 2-24, 2-26
All Events view 2-25, 2-48, 3-4
All Extensions view 2-25, 2-42
All Telesets view 2-24, 2-34
AllViews command parameter 3-20
ALT+F11 CTI simulation keys E-10
ANI event data field (Genesys) A-18
ANI. See Automatic Number Identification
AnswerCall command (Dialogic) B-14
AnswerCall command (Genesys) A-10
API, Adaptive CTI C-2
Application Administration screen 2-28,
2-38, 2-47, 2-49
Application Name for TServer, parameter
for CTI Inbound Call Router task 5-14
Application Object Manager 2-11, 2-14
and .cfg file 2-20
applicationData event data field
(Dialogic) B-22
architecture, Adaptive CTI 6-5
Aspect ACD System switch 2-7
extensions for 2-39
queue number for 2-39
Associate special command. See
@Associate special command
AttachContext command data
parameter 3-29
AttachData command (Dialogic) B-16
AttachData command (Genesys) A-14
auto-login 1-4, 2-68, A-8, B-12
and Adaptive CTI driver C-5, C-14
AutoLogin parameter (Dialogic) 2-68, 2-73,
B-12
AutoLogin parameter (Genesys) 2-68, 2-73,
A-8
Auto-login to call center at startup, CTI
option 2-68
automatic login to ACD queue. See auto-
login
Automatic Number Identification (ANI) 1-3,
E-6
B
BackInService event (Dialogic) B-20
BackupServer parameter (Genesys) A-4
BackupServerHost parameter (Genesys) A-4
BackupServerPort parameter (Genesys) A-4
Boolean field type 3-6
braces, in macro expansion 3-8
brackets, in macro expansion 3-8
Bring Siebel to front: On CTI events, CTI
option 2-66
Bring Siebel to front: Only on matching
events, CTI option 2-67
BusComp command data parameter 3-29
BusComp event log parameter 3-47
business components
Primary Phone Field property in 3-12,
3-25
Index
business services, integrating with Siebel
CTI 1-10, 4-11
BusObj command data parameter 3-29
BusObj event log parameter 3-47
C
C++, and Adaptive CTI 6-5
CacheCommandInformation method
(ISTClient) C-10
call activities 1-5
call center workflow model 2-10
Call Center. See Siebel Call Center
call centers, calls between 4-31, A-7, A-15
Call Outbound activity record E-10
call routing
stored procedure 5-2, 5-3
call simulation
inbound E-6
keys for E-6
outbound predictive dialer campaign E-10
unknown caller/inbound E-8
CallDuration macro. See @CallDuration
macro
calledParty event data field (Dialogic) B-22
calledPartyGroup event data field
(Dialogic) B-22
calledPartyQualifier event data field
(Dialogic) B-22
calledPartyTrunk event data field
(Dialogic) B-22
calledPartyType event data field
(Dialogic) B-22
CallerID
simulated inbound call with E-6
simulating E-6
CallID event data field (Genesys) A-18
CallInformation event (Dialogic) B-20
CallNotifyText command parameter
(Dialogic) B-18
CallNotifyText command parameter
(Genesys) A-16
CallObject event response parameter 3-40
CallObjectId macro. See @CallObjectId
macro
call-routing
server component 5-2, 5-10
calls
between call centers 4-31, A-7, A-15
routing inbound 1-3, 5-2
screen pop information about 1-4
simulated E-6
callsQueued event data field (Dialogic) B-23
CallStartTime macro. See @CallStartTime
macro
CallType event data field (Genesys) A-19
campaigns, and predictive dialing 1-8
CancelForwardCall command
(Dialogic) B-15
CancelForwardCall command
(Genesys) A-12
CCONWAY demo user E-3, E-4
.cfg file
editing 2-20, 2-64
in CTI configuration 2-18
ChangeBusyState command (Genesys) A-11
ChangeNotReadyState command
(Dialogic) B-14
ChangeNotReadyState command
(Genesys) A-11
character field type 3-6
character-field macros 3-8
CIMServer parameter (Dialogic) B-10
Clear method, for CTIData object type D-6
CmdData command parameter 3-20
CmdData definitions 3-5, 3-17, 3-29, 3-32
parameters for 3-29
CollectedDigits event data field
(Genesys) A-18
COM object
CTI driver 2-21
ISTDriver 6-6
ISTService 6-6
COM standard 6-2, 6-5
command and event data 3-17
Index
Command definitions 3-5, 3-17, 3-19
parameters for 3-20
Command event response parameter 3-41
command parameters
Dialogic B-17
Genesys A-15
specifying 2-46
command-line options
/CTI 2-71
/CTISIM 2-72
commands
customizing 3-3
Dialogic B-13
flow of CTI 1-13
Genesys A-9
and parameters 3-5
special 3-26
specifying 2-44
commands, special
@Associate
@ViewCallObject
comments, sending to Siebel Intro-8
Communications Administration
screen 2-24
Communicator. See Netscape
Communicator
computer telephony integration (CTI) 1-2
ConferenceComplete command
(Dialogic) B-16
ConferenceComplete command
(Genesys) A-13
ConferenceInit command (Dialogic) B-15
ConferenceInit command (Genesys) A-13
Configuration Commands and Events
view 2-25, 2-44, 3-4
Configuration Explorer view 2-25, 2-50
configuration parameters
for Dialogic B-9
for Genesys A-3
Configuration Parameters and Telesets
view 2-24, 2-31, 6-6, A-3, B-9, C-12,
C-13
configuring
basic CTI hardware 1-11
CTI Simulator E-4
customizing CTI 3-3
ConnectString parameters C-12, C-13
ConnID event data field (Genesys) A-18
ConnIDStr event data field (Genesys) A-18
constants, Adaptive CTI C-3
ContextLog event response parameter 3-41
context-sensitive menu. See shortcut menu
corrections, sending to Siebel Intro-8
Country, keyword in telephone number
macro 3-10
CreateData method, for CTIService object
type D-5
CSTA Phase II switch. See Generic CSTA
Phase II switch
Ctconnect.log file B-10
CTCServer parameter (Dialogic) B-9
CTI Client business service 4-11
CTI commands
parameters 3-5
CTI configuration
command and event definitions 3-5
copying 2-29
customizing 3-3
deleting 2-29
editing or creating 2-26
end-user 2-13, 2-16, 2-64
exporting 2-55
importing 2-53
specifying parameters 2-31
vendor-specific data 2-12
CTI configuration views 2-9
All Agents 2-25, 2-40
All Commands 2-25, 2-46
All Configurations 2-24, 2-26
All Events 2-25, 2-48
All Extensions 2-25, 2-42
All Telesets 2-24, 2-34
Configuration Commands and
Events 2-25, 2-44
Configuration Explorer 2-25, 2-50
Configuration Parameters and
Telesets 2-24, 2-31
Index
CTI driver
aggregate C-16
COM object for 2-21, C-12
and DeviceDriver parameter 2-21
writing using Adaptive CTI 6-2
CTI events
and parameters 3-5
CTI hardware configuration 1-11
CTI Inbound Call Router server
component 5-2
CTI Inbound Call Router task
parameters for 5-13
starting and configuring 5-11
stopping 5-17
CTI menu 2-21, 2-77
and agent work modes A-14, B-16
CTI middleware 2-6
setting up 2-10
CTI parameters
in .cfg file 2-21
configuration parameters for Dialogic B-9
configuration parameters for Genesys A-3
CTI Simulator
configuring/setting up E-4
and CTI toolbar E-5
hot key defined by 3-24, 3-32
inbound call from unknown caller E-8
inbound call simulations E-6
and NetCallPort parameter A-6
outbound predictive dialer campaign call
simulation E-10
restriction E-2
setting up E-3
starting 2-71
testing with the 3-5
and WorkOffline parameter A-6
CTI toolbar 1-3, 2-21, 2-74, E-5
customizing 2-70
ToolTip text for 4-21
CTI toolbar buttons 4-18
CTIData object type D-6
handling an incoming call D-11
making a call D-8
CTIService object type D-4
CTRL+F11 CTI simulation keys 3-24, E-8
Customize dialog box 2-70, 4-22
customizing
CTI configuration 3-3
CTI toolbar 2-70
D
data set 3-3
data types, Adaptive CTI C-3
.def file 2-9, 2-52, 2-57
defining commands and events 3-7
Definity G3 switch. See Lucent Definity G3
switch
demo program
Siebel Call Center E-4
Siebel eMail Response E-4
Siebel Service E-4
demo users
CCONWAY E-3, E-4
SADMIN E-3
SREILLY E-3, E-4
Description command parameter 3-20, 4-25
Desktop Toolkit. See Genesys Desktop
Toolkit OLE/COM Interface
DestBusy event (Dialogic) B-20
DestChanged event (Dialogic) B-19
DestInvalid event (Dialogic) B-20
DestNotObtainable event (Dialogic) B-20
DestSeized event (Dialogic) B-19
DeviceCommand command parameter 3-20
DeviceDriver parameter, in .cfg file 2-21,
6-6, C-16
DeviceEvent event handler parameter 3-34,
4-27
Dialed Number Identification Service
(DNIS) 1-3
Dialing:Filter.RuleN parameters
(Dialogic) 3-9, B-11, B-12
Dialing:Filter.RuleN parameters
(Genesys) 3-9, 4-33, A-7, A-8
Dialogic CT-Connect
command parameters B-17
commands B-13
configuration data for B-2
event data fields B-21
events B-19
switch combinations for 2-7
Index
Digits, keyword in telephone number
macro 3-10
Display event log parameter 3-47
Diverted event (Dialogic) B-19
DNIS event data field (Genesys) A-18
DNIS. See Dialed Number Identification
Service
documentation, additional Intro-5
Driver:BackupServer parameter
(Genesys) A-4
Driver:BackupServerHost parameter
(Genesys) A-4
Driver:BackupServerPort parameter
(Genesys) A-4
Driver:CIMServer parameter (Dialogic) B-10
Driver:ConnectString parameter C-12
Driver:CTCServer parameter (Dialogic) B-9
Driver:HasKeyName parameters
(Dialogic) B-11
Driver:HasKeyName parameters
(Genesys) A-6
Driver:IsSiemens parameter (Genesys) A-5
Driver:LogFileName parameter
(Dialogic) B-10
Driver:LogFileName parameter
(Genesys) A-5
Driver:LogicalID parameter (Dialogic) B-9
Driver:MaxLogKB parameter
(Dialogic) B-10
Driver:MaxLogKB parameter (Genesys) A-5
Driver:NetCallPort parameter (Genesys) A-6
Driver:NetworkType parameter
(Dialogic) B-9
Driver:OleObjectName parameter
(Genesys) A-4
Driver:Server parameter (Genesys) A-3
Driver:ServerHost parameter (Genesys) A-3
Driver:ServerPort parameter (Genesys) A-4
Driver:SwitchType parameter (Dialogic) B-9
Driver:TraceLevel parameter (Dialogic) B-10
Driver:Use1StepTransfer parameter
(Dialogic) B-10
Driver:Use1StepTransfer parameter
(Genesys) A-5
Driver:WorkOffline parameter
(Genesys) A-6
DTMF (Dual-Tone Multi-Frequency) A-18,
B-23
dtmfDigits event data field (Dialogic) B-23
DTYPE_PHONE, field data type 3-9
Dual-Tone Multi-Frequency. See DTMF
E
eCollaboration. See Siebel eCollaboration
Edit Control macro. See @EditControl
macro
editing .cfg file 2-11, 2-20, 2-64
Emailresp.cfg file 2-20
Embed CTI bar, CTI option 2-67
Enable parameter, in .cfg file 2-21, 2-71
Enable sound, CTI option 2-68
end-user CTI configuration 2-13, 2-16, 2-64
Error event (Dialogic) B-20
error messages 2-6
ErrorCode event data field (Genesys) A-19
ErrorMessage event data field
(Genesys) A-18
eScript, Siebel 1-10, D-2
event event data field (Dialogic) B-21
Event event data field (Genesys) A-18
event parameters, specifying 2-48
EventAgentBusy event (Genesys) A-17
EventAgentLogin event (Genesys) A-17
EventAgentLogout event (Genesys) A-17
EventAgentNotBusy event (Genesys) A-17
EventAgentNotReady event (Genesys) A-17
EventAgentReady event (Genesys) A-17
EventCallForwardCancel event
(Genesys) A-17
EventCallForwardSet event (Genesys) A-17
EventDialing event (Genesys) A-17
EventError event (Genesys) A-17
EventEstablished event (Genesys) A-17
Index
EventHandler definitions 3-5, 3-18, 3-33,
4-27
parameters for 3-34
EventLog definitions 3-5, 3-18, 3-47
parameters for 3-47
EventOffHook event (Genesys) A-17
EventOnHook event (Genesys) A-17
EventPartyAdded event (Genesys) A-17
EventPartyChanged event (Genesys) A-17
eventQualifier event data field
(Dialogic) B-21
EventReleased event (Genesys) A-17
EventResponse definitions 3-5, 3-18, 3-37
parameters for 3-39
EventRetrieved event (Genesys) A-17
EventRinging event (Genesys) A-17
events
customizing 3-3
Dialogic B-19
flow of CTI 1-13
Genesys A-17
and parameters 3-5
phone-ringing 3-35
specifying 2-44
Sys_ 4-27
EventServerDisconnected event
(Genesys) A-17
EventUserEvent event (Genesys) A-17
Export button 2-56
exporting CTI configuration data 2-55
Extension, CTI option 2-69
Extension, keyword in telephone number
macro 3-10
extensions
specifying 2-34
supporting multiple 4-27
F
features new in release Intro-4
feedback, sending to Siebel Intro-8
field types, for command and event
parameters 3-6
fields
Dialogic event data B-21
Genesys event data A-18
fields, for parameters
macro-expansion characters in 3-8
fields, special. See macros
files
.cfg 2-11, 2-18, 2-20
Ctconnect.log B-10
.def 2-9, 2-52, 2-57
Emailresp.cfg 2-20
Genesys.log A-5
.ini 2-9, 2-52, 2-57
Ringin.wav 2-68
Service.cfg 2-20
Sfs.cfg 2-20
Siebel.cfg 2-20
Tclient.cfg 2-20
Tclient.htm 2-18, 2-19
Tclient.stc 2-18, 2-19
TServer.cfg 5-9, 5-15, A-3
tserver.conf 5-9, 5-15
Uagent.cfg 2-20
.wav 2-68
Filter event handler parameter 3-34
Filter.RuleN parameters (Dialogic) 3-9, B-11,
B-12
Filter.RuleN parameters (Genesys) 3-9, 4-33,
A-7, A-8
Find dialog box E-9
FindDialog event response parameter 3-41
FindField event response parameter 3-41
FindLog event response parameter 3-41
ForwardCall command (Dialogic) B-15
ForwardCall command (Genesys) A-12
G
G3 switch. See Lucent Definity G3 switch
Generic CSTA Phase II switch 2-7
extensions for 2-39
Genesys Desktop Toolkit OLE/COM
Interface 6-8, A-4, C-16
Genesys External Router 2-27, 4-31, 5-9, A-3
and call routing 5-4
Index
Genesys T-Server
command parameters A-15
commands A-9
configuration data for A-2
event data A-18
events A-17
supporting multiple extensions 4-27, 4-30
switch combinations for 2-7
Genesys.log file A-5
GetCommandByType method
(ISTService) C-14
GetCommandDescription method
(ISTService) C-13
GetCommandStatus method
(ISTService) C-14
GetCount method, for CTIData object
type D-7
GetCTIService method, for CTIService
object type D-4
GetCurrentCallData method, for CTIService
object type D-5
GetFieldAt method, for CTIData object
type D-7
GetFieldValue method, for CTIData object
type D-6
GetImplementationObject method
(ISTService) C-16
H
HandleError method (ISTClient) C-9
HandleEvent method (ISTClient) C-8
HasKeyName parameters (Dialogic) B-11
HasKeyName parameters (Genesys) A-6
Help 2-78
Hicom switch. See Siemens Hicom 300E
switch
Hidden command parameter 3-21, 4-25
HoldCall command (Dialogic) B-14
HoldCall command (Genesys) A-11
hoteling 4-4
and @HotelingPhone macro 3-12
HotelingPhone macro. See @HotelingPhone
macro
HotKey command parameter 3-21, 3-24,
4-25
I
icons
for demo Siebel applications E-4
ID command parameter (Dialogic) B-17
ID command parameter (Genesys) A-15,
A-16
Import button 2-54
importing CTI configuration data 2-53
inbound call from unknown caller E-8
inbound call simulations E-6
InboundCall event (Dialogic) B-19
IndicateNewCall method (ISTClient) C-11
.ini file 2-9, 2-52, 2-57
initialization, Adaptive CTI 6-6
Instrument ID, for Aspect ACD System or
Rockwell Spectrum switch. See
standard DN
Interactive Voice Response (IVR) system 1-7
Internet Explorer. See Microsoft Internet
Explorer
InvokeCommand method (ISTService) C-14
InvokeCommand method, for CTIService
object type D-5
InvokeCommandWithData method, for
InvokeMethodIfNoData2 event response
parameter 3-41
IsCommandChecked method, for
IsCommandEnabled method, for CTIService
object type D-4
IsSiemens parameter (Genesys) A-5
ISTClient, Adaptive CTI C-8
ISTDriver, Adaptive CTI C-12
ISTService, Adaptive CTI C-13
IVR. See Interactive Voice Response
J
Java, and Adaptive CTI 6-5
Index
K
keywords, for configuration parameters A-3,
B-9
keywords, for dialing filters for phone
numbers 3-9
keywords, for part of phone numbers 3-9
L
languages, supporting multiple 4-29
LastDigit event data field (Genesys) A-18
List of Values Explorer view 2-28, 2-38,
2-47, 2-49
literature, additional Intro-5
LocalMenu command parameter 3-21, 4-25
Log event response parameter 3-41
LogField event log parameter 3-47
LogFileName parameter (Dialogic) B-10
LogFileName parameter (Genesys) A-5
logging into ACD queue
automatic 2-72
manual 2-73
logicalAgent event data field (Dialogic) B-23
LogicalID parameter (Dialogic) B-9
LogIn command (Dialogic) B-15
LogIn command (Genesys) A-12
LogOut command (Dialogic) B-15
LogOut command (Genesys) A-12
Lookup, keyword in telephone number
macro 3-9
LookupProperty utility 6-12
Lucent Definity G3 switch 2-7
and agent work modes A-7, A-13, B-16
extensions for 2-39
M
macro expansion
syntax 3-8
usage 3-15
macros 3-11
MakeCall command (Dialogic) B-14
MakeCall command (Genesys) A-10
manual login to ACD queue 2-73
MaxLogKB parameter (Dialogic) B-10
MaxLogKB parameter (Genesys) A-5
Meridian switch. See Nortel Meridian switch
Microsoft Internet Explorer 2-18, 2-19
and Siebel Thin Client for Windows 2-4
Middleware Name field
populating the List of Values for 2-22,
2-28
Middleware Server Hostname, parameter for
CTI Inbound Call Router task 5-15
Middleware Server Port, parameter for CTI
Inbound Call Router task 5-15
Middleware Vendor Name, parameter for
CTI Inbound Call Router task 5-14
middleware/switch combinations 2-7
monitorParty event data field
(Dialogic) B-22
MultiLog event response parameter 3-41
multiple instances of CTI-enabled Siebel
client 4-27
multiple-organization support. See multi-
tenancy
multi-tenancy 4-6, A-8, B-12
MultiTenancy parameter (Dialogic) 4-9,
B-12
MultiTenancy parameter (Genesys) 4-9, A-8
multi-value field type 3-6
MultiView event response parameter 3-41
MultiView field E-7
N
nestedMonitorChannel event data field
(Dialogic) B-22
netCallId event data field (Dialogic) B-21
NetCallPort parameter (Genesys) A-6
Netscape Communicator 2-18, 2-19
and Siebel Thin Client for Windows 2-4
NetworkType parameter (Dialogic) B-9
new features in release Intro-4
Nortel Meridian switch 2-7
extensions for 2-39
NotifyContextData method
(ISTService) C-15
Index
NotifyEventHandlerBlocking method, for
NotifyEventHandlingFinished method
(ISTService) C-15
Number, keyword in telephone number
macro 3-10
numeric field type 3-6
numeric range, for phone numbers 3-9
O
Object Description Language (ODL) C-2
Object Manager. See Application Object
Manager
Offhook event (Dialogic) B-20
OffhookPrompt event (Dialogic) B-20
oldNetCallId event data field (Dialogic) B-21
oldRefId event data field (Dialogic) B-21
OLE Automation Server 4-30
OleObjectName parameter (Genesys) A-4
OnEditControl command parameter 3-21
OnField command data parameter 3-29
Online Help 2-78
OpAnswered event (Dialogic) B-19
OpConferenced event (Dialogic) B-19
OpDisconnected event (Dialogic) B-19
OpHeld event (Dialogic) B-21
OpRetrieved event (Dialogic) B-19
Options dialog box 2-65, 4-29, A-10, E-6
Order command parameter 3-22, 4-25
Order event handler parameter 3-34
organization visibility 4-6
organization, of book Intro-3
organizations. See multi-tenancy
originatingParty event data field
(Dialogic) B-23
originatingPartyGroup event data field
(Dialogic) B-23
originatingPartyQualifier event data field
(Dialogic) B-23
originatingPartyTrunk event data field
(Dialogic) B-23
originatingPartyType event data field
(Dialogic) B-23
Other event (Dialogic) B-19
OtherDN event data field (Genesys) A-19
otherParty event data field (Dialogic) B-22
otherPartyGroup event data field
(Dialogic) B-22
otherPartyQualifier event data field
(Dialogic) B-22
otherPartyTrunk event data field
(Dialogic) B-22
otherPartyType event data field
(Dialogic) B-21
OtherQueue event data field (Genesys) A-19
OtherTrunk event data field (Genesys) A-19
outbound predictive dialer campaign call
simulation E-10
OutOfService event (Dialogic) B-20
P
Param command data parameter 3-30
parameter field types
for commands and events 3-6
parameter fields
macro-expansion characters in 3-8
Parameter Name field
Parameter Name field (commands)
Parameter Name field (events)
Parameter Overrides dialog box 5-13
parameters
CmdData definitions 3-29
for CTI Inbound Call Router task 5-13
CTI parameters in .cfg file 2-21
for Dialogic B-9
for Dialogic commands B-17
EventHandler definitions 3-34
EventLog definitions 3-47
EventResponse definitions 3-39
for Command definitions 3-20
for Genesys A-3
for Genesys call-routing procedure 5-8
for Genesys commands A-15
specifying for commands 2-46
specifying for events 2-48
Index
PBX switch 2-10
Phone # field, in CTI toolbar 2-74
Phone macro. See @Phone macro
phone numbers
Caller ID for incoming E-6
keywords for dialing filters 3-9
keywords for part of number 3-9
in Param.ANI setting E-9
PhoneNumber command parameter
(Dialogic) B-17
PhoneNumber command parameter
(Genesys) A-15
phone-ringing event 3-35
PhoneTypeLookup, keyword in telephone
number macro 3-9
Pick Assigned Component dialog box 5-12
Position DN, for Nortel Meridian switch. See
ACD DN
positions 4-6
predictive dialing 1-8
preferences, for Siebel CTI user 2-65
Primary DN, for Nortel Meridian switch. See
standard DN
Primary Phone field 3-25
Primary Phone Field property 3-12, 3-25
Private event (Dialogic) B-20
privateData event data field (Dialogic) B-24
Q
QueryAfterAnswer event response
parameter 3-42
QueryBusComp event response
parameter 3-42
QueryBusComp2 event response
parameter 3-42
QueryBusObj event response
parameter 3-42
QueryFields event response parameter 3-42
QueryFields2 event response
parameter 3-42
QuerySpec event log parameter 3-47
QuerySpec event response parameter 3-43
QuerySpec2 event response parameter 3-43
QueueId macro. See @QueueId macro
R
Random macro. See @Random macro
Receive screen pop, CTI option 2-66
refId event data field (Dialogic) B-21
Registry Editor 4-30
ReleaseCall command (Dialogic) B-14
ReleaseCall command (Genesys) A-10
RemoteConnectStr command parameter
(Genesys) A-15
RemoteConnectStr macro. See
$RemoteConnectStr macro
RemoteConnectStr2 macro. See
$RemoteConnectStr2 macro
RemoveField method, for CTIData object
type D-7
RequestContext method (ISTClient) C-9
RequestObjectInformation method
(ISTService) C-15
RequestService method (ISTDriver) C-12
RequiredField command data
parameter 3-30
ResetState command (Dialogic) B-14
ResetState command (Genesys) A-11
Response event handler parameter 3-34
responsibilities 4-6
RestoreContext method (ISTClient) C-10
RetrieveCall command (Dialogic) B-14
RetrieveCall command (Genesys) A-11
Ringin.wav file 2-68
Rockwell Spectrum switch 2-7
route point 5-15
Route Teleset Number, parameter for CTI
route_genesys stored procedure 5-3
routing inbound calls 1-3, 5-2
S
SADMIN demo user E-3, E-4
sample database 2-9, E-3
screen pops 1-4
Index
Script command parameter 3-22
Script event response parameter 3-43
ScriptParam command parameter 3-22
ScriptParam event response parameter 3-44
secOldRefId event data field (Dialogic) B-23
SelectApplet command data parameter 3-30
SelectBusComp command data
parameter 3-30
SelectBusObj command data
parameter 3-30
SelectDN commands (Genesys) A-10
SelectParam command data parameter 3-30
SelectTitle command data parameter 3-31
Send screen pop, CTI option 2-66
Server Administration screen 2-21
Server Component Parameters view 2-21
server component, CTI Inbound Call
Router 5-2
Server parameter (Genesys) A-3
ServerHost parameter (Genesys) A-3
ServerPort parameter (Genesys) A-4
Service Request option E-9
Service.cfg file 2-20
Service:AgentWorkMode parameter
(Genesys) A-7, A-14
Service:ConnectString parameter C-13
ServiceMethod command parameter 3-23
ServiceMethod event response
parameter 3-44
ServiceParam command parameter 3-31
ServiceParam event response
parameter 3-44
services. See business services
SetAgentWorkMode commands
(Dialogic) B-16
SetFieldValue method, for CTIData object
type D-7
SetParameters method (ISTDriver) C-12
setting up the CTI Simulator E-3
Setting:AutoLogin parameter
(Dialogic) 2-68, 2-73, B-12
Setting:AutoLogin parameter
(Genesys) 2-68, 2-73, A-8
Setting:MultiTenancy parameter
(Dialogic) 4-9, B-12
Setting:MultiTenancy parameter
(Genesys) 4-9, A-8
Setting:UpdatePhoneStatusTable parameter
and Telephone Status Administration
view 2-63
(Dialogic) B-12
(Genesys) A-8
Sfs.cfg file 2-20
SHIFT+F11 CTI simulation keys E-6
shortcut menu 3-21
ShowStatusText method (ISTClient) C-9
Siebel Anywhere 2-11, 2-14
Siebel applications
CTI middleware and 2-6
Siebel Bookshelf Intro-6, B-3
Siebel Call Center
demo program E-4
Siebel client, starting with CTI 2-71
Siebel CTI
enabling 2-21
starting client with 2-71
Siebel CTI Connect 2-7, B-2
configuring B-7
documentation for B-3
installation for client components B-6
installation for server components B-3
limitations with Nortel Meridian
switch B-8
running B-7
software requirements for B-3
Siebel CTI Server 5-2
installing 5-3
Siebel eCollaboration 2-37, 4-10
Siebel eMail Response
demo program E-4
Siebel eScript 1-10, D-2
Siebel Online Help 2-78
Siebel Replication Manager 4-31
Siebel Server Manager 5-10
Index
Siebel Server Tasks view 5-11, 5-17
Siebel Service
demo program E-4
Siebel SmartScript 1-10
CTI parameters for 3-45
displaying CTI parameter data in 4-18
integrating with Siebel CTI 4-16
invoking from event response 3-37
Siebel technical support Intro-7Intro-8
Siebel Thin Client for Windows 2-4, 2-11,
2-14
Siebel Tools, advanced customization 2-70,
4-18
Siebel Visual Basic 1-10, D-2
Siebel.cfg file 2-20
Siebel.exe program 2-18, 2-19
Siebtc.exe program 2-18, 2-19
Siemens Hicom 300E switch 2-7, B-9
extensions for 2-39
SimulateCall command (Genesys) A-10
SingleLog event response parameter 3-45
SingleView event response parameter 3-45
SingleView field E-7
SmartScript event response parameter 3-45
SmartScript. See Siebel SmartScript
special commands 3-26
special fields. See macros
Spectrum switch. See Rockwell Spectrum
switch
SPID, for Rockwell Spectrum switch. See
standard DN
SREILLY demo user E-3, E-4
standard DN, specifying for all
switches 2-38, 2-39
state event data field (Dialogic) B-21
STCommandFlag constant C-4
STCommandType constant C-5
STObjectProperty constant C-7
STObjectType constant C-6
stored procedure, for call routing 5-2, 5-3
STServiceType constant C-5
SubCommand command parameter 3-23
Swapped event (Dialogic) B-19
Switch Name field
populating the List of Values for 2-22,
2-28
Switch Vendor Name, parameter for CTI
SwitchType parameter (Dialogic) B-9
Sys_ device events 4-27, 4-29
Sys_ events 3-36
T
Tclient.cfg file 2-20
Tclient.htm file 2-18, 2-19
Tclient.stc file 2-18, 2-19
technical support Intro-7Intro-8
TeleEvent event data field (Genesys) A-18
Telephone Status Administration view 2-61,
A-8, B-12
Teleset ID, for Aspect ACD System switch.
See standard DN
telesets, specifying 2-31
Thin Client for Windows 2-4
thin-client limitations 2-5
thirdParty event data field (Dialogic) B-22
thirdPartyGroup event data field
(Dialogic) B-22
thirdPartyQualifier event data field
(Dialogic) B-22
thirdPartyTrunk event data field
(Dialogic) B-22
thirdPartyType event data field
(Dialogic) B-22
ThisDN event data field (Genesys) A-18
ThisQueue event data field (Genesys) A-18
ThisTrunk event data field (Genesys) A-18
TimeInQueue event data field
(Genesys) A-18
TimeStamp event data field (Dialogic) B-24
Title command parameter 3-23, 4-25
toolbar buttons 4-18
toolbar. See CTI toolbar
ToolTips, for CTI toolbar commands 4-21
TpAnswered event (Dialogic) B-19
Index
TpConferenced event (Dialogic) B-19
TpDisconnected event (Dialogic) B-19
TpRetrieved event (Dialogic) B-19
TpSuspended event (Dialogic) B-21
TraceLevel parameter (Dialogic) B-10
TransferComplete command (Dialogic) B-15
TransferComplete command
(Genesys) A-12
TransferInit command (Dialogic) B-15
TransferInit command (Genesys) A-12
TransferMute command (Dialogic) B-14
TransferMute command (Genesys) A-11
Transferred event (Dialogic) B-19
TServer.cfg file 5-9, 5-15, A-3
tserver.conf file 5-9, 5-15
type event data field (Dialogic) B-21
U
Uagent.cfg file 2-20
Unavailable event (Dialogic) B-20
UnHoldCall command (Dialogic) B-15
UnHoldCall command (Genesys) A-11
UpdateObjectInformation method
(ISTClient) C-11
UpdatePhoneStatusTable parameter
and Telephone Status Administration
view 2-63
(Dialogic) B-12
(Genesys) A-8
Use1StepTransfer parameter (Dialogic) B-10
Use1StepTransfer parameter (Genesys) A-5
UseCtxData event response parameter 3-45
user names for Siebel demos E-4
UserId macro. See @UserId macro
UserName macro. See @UserName macro
V
VARIANT data type 6-12, C-3
vendor-specific CTI configuration data 2-12
View command parameter 3-23
ViewCallObject special command. See
@ViewCallObject special command
views, CTI configuration See CTI
configuration views
Visibility Applet Type field 4-7
visibility, for organization 4-6
Visual Basic, and Adaptive CTI 6-5
Visual Basic, Siebel 1-10, D-2
W
.wav file 2-68
Web Call, feature of Siebel
eCollaboration 2-37, 4-10
whats new in release Intro-4
wildcard characters 3-6
work modes (Dialogic)
AgentAfterCallWork B-16
AgentNotReady B-16
AgentOtherWork B-16
AgentReady B-16
work modes (Genesys)
AgentAfterCallWork A-7, A-13
AgentAutoIn A-7, A-13
AgentAuxWork A-7, A-13
AgentManualIn A-7, A-13
WorkOffline parameter (Genesys) A-6

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SIEBEL

Working with CTI Commands and Events

Version 6.2 Siebel CTI Guide 3- 25

Version 6.2 Siebel CTI Guide 3- 33

Working with CTI Commands and Events

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