Avaya CT for Siebel 7

Version 3.0 Administration Guide

Issue 9.0 November 2004

 2004 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: http://www.avaya.com/support Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support Providing telecommunications security Telecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment"). An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of: Use (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or toll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications security The final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to: Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure: Your Avaya-provided telecommunications systems and their interfaces Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products. Avaya is a trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners. Third-party royalty-free license agreements This product and future updates and service packs to this product may contain third-party royalty-free technology which is provided to you under terms and conditions which are different from your Avaya product license agreement. A file containing these third-party royalty-free licenses, 3plirdme.txt or a similar name, is in the root directory of the product CD. Your use of this technology described in this file will be subject to the terms and conditions of such other license agreements, and not the Avaya product license agreement. COMPAS This document is also available from the COMPAS database. The COMPAS ID for this document is 104954. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-618-8707 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

Avaya CT for Siebel Administration Guide

Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 5 6 7 7 7 8 8 9 9 10 11 12 13 13 14 14 15 16 16 17 18 19 20 20 21 23 24 25 26 28 38
Reasons for reissue . . . . . . . . . . . Organization . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . Avaya CT documents . . . . . . . . . . Avaya CT for Siebel documents . . . . . Siebel Enterprise Applications documents

. . . . . . Customer support . . . . . . . . . . . . .

Administering the CMS Messaging service . . . . . . . . . . . . . . . . . . . . . . .

Required applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Assigning parent divisions . . . . . . . . . . . . . Accessing the CMS Messaging service control panel . Administering CMS Messaging . . . . . . . . . . . Creating a new distribution group . . . . . . . . . Defining CMS data items for a distribution group . . Defining item properties for the distribution group . . Defining Siebel Divisions . . . . . . . . . . . . . Defining agents . . . . . . . . . . . . . . . . . . CMS data items . . Skill items . . . . Trunk group items . Agent items . . . . VDN items . . . .

. . . . . Cleaning the call database .

. . . . . . Cleaning an SQL database . Cleaning a DB2 database . .

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Modifying agent states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Modifying the Add Agent State configuration . . . . . . . . . . . . . . . . . . . . . . .

Configuration parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Required parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Optional parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Manual configuration procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Contents

Appendix A: Commands and events . . . . . . . . . . . . . . . . . . . . . . . . . . .

Commands . . . . . . . Events . . . . . . . . . . Parameter descriptions . Cause value descriptions OnBusy . . . . . . . . OnCallInitiated . . . . . OnConference . . . . . OnConferenced . . . . . OnConnect . . . . . . . OnDisconnect . . . . . OnDiverted . . . . . . . OnDrop . . . . . . . . OnHold . . . . . . . . . OnHoldReconnect . . . OnIncomingCall . . . . . OnLogin . . . . . . . . OnLogout. . . . . . . . OnOriginated . . . . . . OnRinging . . . . . . . OnTransfer . . . . . . . OnTransferred . . . . .

39 40 43 43 46 47 47 48 48 49 50 51 51 51 52 52 54 54 54 55 55 56 57 59 60 61 62 62 62 63 64 65 66 66 67 68 69

. . . . . . . . . . . . . . . . . . . . . Custom events with AvayaEvent and AvayaCommand .

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Appendix B: Quick reference for Siebel administration . . . . . . . . . . . . . . . .

Creating a communication configuration . Importing the Siebel configuration . . . . Associating the Siebel agents . . . . . . Before you begin . . . . . . . . . . Procedure . . . . . . . . . . . . .

. . . . . Creating a teleset . . . . . . . . . . . . Adding an extension for the agent . . . . .

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Appendix C: Quick reference for Avaya CT administration. . . . . . . . . . . . . . .

Accessing the telephony server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Administering login IDs to recognize all devices. . . . . . . . . . . . . . . . . . . . . Adding new devices to the telephony server . . . . . . . . . . . . . . . . . . . . . . . Testing the telephony server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Index

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4 Avaya CT for Siebel Administration Guide

Preface
This document provides information necessary to administer the Avaya Computer Telephony (CT) for Siebel 7 solution. It is assumed that the full system has been installed using the Avaya CT for Siebel Installation Guide before any administration begins. Administering the system can be as limited or comprehensive as desired. The Call Management System (CMS) Data Feed and the Agent States must be set up, but all other configuration is optional (such as setting commands and events).

Reasons for reissue

This document was reissued to include support for Siebel 7.7 and includes the following changes:

Added LogLevel on page 34. Added LogFileSize on page 34 Changed steps in Manual configuration procedure on page 38 Added descriptions for Commands on page 40 Changed steps in Quick reference for Siebel administration on page 59

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Organization
This guide is organized as follows:

Administering the CMS Messaging service on page 9 Modifying agent states on page 23 Configuration parameters on page 25 Commands and events on page 39 Quick reference for Siebel administration on page 59 Quick reference for Avaya CT administration on page 65

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Related documents

Related documents
The following is a list of documents related to Avaya CT, Avaya CT For Siebel, and Siebel Enterprise Applications.

Avaya CT documents
The following is a document related to Avaya CT. This document is stored on the Avaya CT CD-ROM (not provided with Avaya CT for Siebel) under the \Docs folder in the root directory.

Avaya CT documents Telephony Services Administration and Maintenance

File name (PDF) netmangd.pdf

Avaya CT for Siebel documents

The following are documents related to Avaya CT For Siebel. These documents are stored on the Avaya CT For Siebel 7 CD-ROM under the \Docs folder in the root directory.

Avaya CT for Siebel documents User Guide Installation Guide Administration Guide

File name (PDF) user.pdf install.pdf admin.pdf

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Siebel Enterprise Applications documents

The following are documents related to Siebel Enterprise Application. These documents are stored on the Siebel Bookshelf CD-ROM (not provided with Avaya CT for Siebel) under the \Docs folder in the root directory.

Siebel Bookshelf documents Communications Server Administration Guide Siebel Tools Guide Application Administration

Customer support
For questions about Avaya CT For Siebel, customers can call the Avaya Support Center at 1-800-618-8707 and follow the voice prompts for the Siebel interface.

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Administering the CMS Messaging service

One of the key features of Avaya CT for Siebel is the CMS Messaging service. This service works seamlessly with Siebel to scroll real-time CMS data, based on distribution groups, to different skills and agents. This section includes the following:

Assigning parent divisions on page 10 Accessing the CMS Messaging service control panel on page 11 Administering CMS Messaging on page 12 CMS data items on page 16 Cleaning the call database on page 20

Required applications
An Avaya CT for Siebel Administrative Tool (server) is required.

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Assigning parent divisions

Parent divisions are useful for masking which agents and CMS Data Items will be visible before actually creating the profiles. This is useful for defining divisions for certain agents. 1. Load the Avaya CT administration program. 2. Select CMS > Parent Divisions. The Parent Divisions dialog box opens. 3. Enter the parent division name in the Parent Division(s) field. Note: The parent division must already exist in Siebel, and must be spelled exactly as it is entered in Siebel. 4. Click Add. The name is added to the Parent Division(s) list. Note: All divisions in the list are the only ones available in the CMS Messaging service control panel. If this list is empty, all Siebel agents and divisions are available. To delete a division from the list, highlight the division, and click Delete.

Note:

Note:

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Accessing the CMS Messaging service control panel

Accessing the CMS Messaging service control panel

To access the CMS Messaging control panel: 1. Select Start > Programs > Avaya CT for Siebel 7 > Administrator Tool. The Avaya CT for Siebel window opens. 2. Select Service > CMS > Broadcast Messaging.

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Administering CMS Messaging

Building and changing distribution groups are the key administration activities in setting up CMS Reporter, which keeps your Siebel agents informed. The CMS Data Feed is a control panel used to create, modify, or delete a CMS distribution group. The following figure shows the CMS Data Feed window.

The above view is accessible through the CMS Messaging service control panel. Select Administer to bring up this application (see Accessing the CMS Messaging service control panel on page 11). Creating a distribution group involves the following:

Creating a new distribution group on page 13 Defining CMS data items for a distribution group on page 13 Defining item properties for the distribution group on page 14 Defining Siebel Divisions on page 14 Defining agents on page 15

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Administering CMS Messaging

Creating a new distribution group

To create a new distribution group: 1. From the CMS Data Feed dialog box, select Add. The New Group dialog box opens. 2. Enter the name for a new group. 3. Click OK. Unless the distribution group already exists, the new distribution group will appear under the Distribution Groups view.

Defining CMS data items for a distribution group

To define CMS data items for a distribution group: 1. From the CMS Data Feed dialog box, select the distribution group for which you want to define CMS data. 2. In the Table field, select the table in which the CMS data resides. You can choose from Skill, Agent, VDN, and Trunk Group. 3. In the Available Item(s) list box, select the items you want to add to a distribution. 4. Add the selected items to the Item(s) for Distribution list box by clicking on the right arrow between the Available Item(s) list box and the Item(s) for Distribution list box. Note: You may add items more than once using different skills/names. You can remove items from the Item(s) for Distribution list box by highlighting the item and clicking on the left arrow between the Available Item(s) list box and the Item(s) for Distribution list box. Note: You can select another table at any time. The Item(s) for Distribution list does not disappear when this is done. In fact, Distribution Groups can contain items from multiple tables, groups, and so on. 5. Click Close to leave the dialog.

Note:

Note:

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Defining item properties for the distribution group

To define item properties for the distribution group: 1. From the CMS Data Feed dialog box, select the distribution group for which you want to define item properties. 2. In the Item(s) for Distribution list box, select an item. 3. In the Skill/Grp field, enter the skill or group number. Note: Skills or groups must be configured in CMS custom reports to display in Siebel. The label in the Label field automatically sets itself to the name of the CMS item plus the skill/group number in parenthesis. To change the label, enter a name in the Label field. 4. Repeat these steps for all items in the Item(s) for Distribution list box. 5. Click Close to leave the dialog.

Note:

Defining Siebel Divisions

Siebel Divisions must be defined within Siebel before they can be used in the administrative tool. 1. From the CMS Data Feed dialog box, select the distribution group for which you want to define Siebel divisions. 2. In the Available Division(s) box, select an item. 3. Add the selected items to the Division(s) for Distribution list box by clicking on the right arrow between the Available Division(s) list box and the Division(s) for Distribution list box. You can remove any items from the Division(s) for Distribution list box by highlighting the item and clicking on the left arrow between the Available Division(s) list box and the Division(s) for Distribution list box. 4. Click Close to leave the dialog.

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Defining agents
Individual agents within a distribution group may also be selected. This is optional. If no agents are specified, the data will go to the entire group. If one or more agents are selected, it will go only to those agents. 1. From the CMS Data Feed dialog box, select an agent in the Available Agent(s) list box. 2. Add the selected agent to the Agent(s) for Distribution list box by clicking on the right arrow between the Available Agent(s) list box and the Agent(s) for Distribution list box. You can remove any items from the Agent(s) for Distribution list box by highlighting the agent and clicking on the left arrow between the Available Agent(s) list box and the Agent(s) for Distribution list box. 3. Click Close to leave the dialog.

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CMS data items

The following data items are described in this section:

Skill items on page 16 Trunk group items on page 17 Agent items on page 18 VDN items on page 19

Skill items
The skill items give details about an entire skill of agents. The items are useful to evaluate the overall skill performance.

Name Abandon Calls Abandon Calls within Service Level ACD Calls Agents Available Agents in After-Call Work Agents in AUX-Work Agents in Other State Agents in Ring Agents on ACD Calls Agents Staffed Average Abandon Time Average Speed of Answer Average Talk Time Calls in Queue

Definition Number of calls abandoned by the caller Number of abandoned calls within the service level Number of calls answered by an agent Number of agents currently in Ready mode Number of agents currently in After Call Work mode Number of agents currently in Auxiliary Work mode Number of agents currently in Other mode Number of agents with telephones ringing Number of agents currently servicing ACD calls Number of agents currently logged into the skill Average time for the abandoned calls Queue's average response time to incoming calls Average time of call for all calls received Number of calls waiting in the split/skill queue

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CMS data items

Name Estimated Wait-Time at High Priority Estimated Wait-Time at Low Priority Estimated Wait-Time at Medium Priority Estimated Wait-Time at Top Priority Extension-In Calls Extension-Out Calls Oldest Call in Queue Service Level

Definition Estimated wait time for a high priority call Estimated wait time for a low priority call Estimated wait time for a medium priority call Estimated wait time for a top priority call Calls within the skill that were made Calls made outside of the call center Time the oldest call has been waiting Number of seconds calls must be handled within to be acceptable

Trunk group items

The trunk group items give details about trunks used for ACD calls.

Name Inbound Trunks In-Use Trunks Maintenance Busy Trunks Outbound Trunks Total Trunks

Definition Number of trunks that are busy on inbound calls Number of trunks that are currently busy Number of in-use trunks that are maintenance-busy Number of trunks that are busy on outbound calls Number of trunks assigned to the trunk group

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Agent items
The agent items give details about a specific agent. These may be used to evaluate an agent's performance.

Name Abandon Calls Abandon Calls while on Hold ACD Calls Agent Duration in State Agent State Agent Time in State AUX Work Reason Code Average Abandon Time Average Answer Time Average Talk Time Call Direction Extension Extension-In Calls Extension-Out Calls Redirect on No-Answer Calls Work Skill

Definition Number of calls abandoned while ringing Total number of calls that hung up when the agent placed the caller on hold Number of calls to splits or skills handled by the agent Amount of time which has elapsed since the agent has changed states Current work-mode and direction Length of time agent has been in work-mode Reason provided by the agent to enter Auxiliary mode Average time callers waited before abandoning Average time for the agent to answer calls Average time it takes this particular agent to handle a call, based on the average of calls taken Direction of the current call Extension number of the agent Number of intra-skill calls made by the agent Number of external calls from the call center made by the agent Calls not answered and redirected back to queue Skill of the call being handled

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CMS data items

VDN items
Inspection of VDNs is useful to gauge phone logistics at each extension.

Name Abandon Calls Abandon Calls while in Queue Abandon Calls while on Hold Abandon Calls while Ringing ACD Calls Average Abandon Time Average Speed of Answer Average Talk Time Busy Calls Calls in Queue Disconnected Calls Flow-In Calls Flow-Out Calls Incoming Calls Interflow-Out Calls Lookahead Attempted Calls Lookahead Completed Calls Oldest Call in Queue Redirect on No-Answer Calls Vector

Definition Number of incoming abandoned by the caller Number of calls abandoned while in a queue Number of calls abandoned while on hold Number of calls abandoned while ringing at agent Number of incoming calls answered by an agent Average Time callers waited before abandoning Switch-based Rolling Average Speed of Answer Average talk time for this VDN Number of inbound calls given a busy signal by the communication server Number of In-Vector calls in ACD split/skill queue Number of inbound calls disconnected by the communication server Number of calls redirected into this VDN Number of inbound calls redirected to another destination Number of inbound calls directed to this VDN Number of flow-out calls redirected to off-premise destination Number of look-ahead interflow attempts to this VDN Number of look-ahead interflow completions to this VDN Time the oldest call has been waiting Number of calls not answered and redirected back to system Vector number this VDN is assigned

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Cleaning the call database

The Call Database is used to transfer items between agents throughout the workday, so the database is constantly expanding. The data stored is often a temporary measure and rarely does more than take up space in the database. Avaya recommends that you regularly clean the database to delete old data files and keep the database down to a manageable size. If a large number of data files are generated (over 50000 rows), you should schedule this job to run every four to eight hours or screen pop latency will occur. To set up a cleaning more than once a day, you must make custom changes to sp_CleanTable and have a database lock timeout setting that allows cleaning during busy hours.

Cleaning an SQL database

Note:

Note: All data entered in this procedure is case sensitive. 1. Start the SQL Enterprise Manager. 2. Expand the SQL Server that the Call Database was created on. 3. Expand the Management folder. 4. Expand the SQL Server Agent folder. 5. Right click on Job and select New Job. The New Job Properties dialog box opens. 6. Click the General tab. 7. In the Name field, enter: Clean CallData Table 8. In the Category field, select Database Maintenance. 9. In the Owner field, select sa. 10. Click the Steps tab. 11. Click on New. The Edit Job Step dialog box opens. 12. In the Step name field, enter: exec sp_CleanTable

To create and run a script that cleans the call database:

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Cleaning the call database

13. In the Type field, select Transact-SQL Script (TSQL). 14. In the Database field, select the name of the database that was used in the Call DB Builder (for example, CALLDATA). 15. In the Command field, enter: EXEC sp_CleanTable 16. Click OK. 17. Click the Schedules tab. 18. Click New Schedule. 19. In the Name field, enter: Daily Clean Out of Call Data Table 20. Select Recurring and click Change. 21. In the Occurs field, select Daily. 22. Select an appropriate time for this to run. Avaya recommends that you run the cleanup at midnight unless you are creating a special program to run more than once a day. 23. Click OK. 24. Click OK. 25. Click OK. 26. The job is now scheduled. Click on the job. 27. Right click on the job and select Start Job. This runs a test of cleaning the database to confirm that you have administered the process correctly. 28. Right click on the job and select Job History to view the results.

!
Important:

Important: The Computer Telephony Integration (CTI) database recovery model should be set to simple if the database is not being backed up on a scheduled basis. Do this to prevent the transaction logs from growing so large that it would cause the database server to stop.

Cleaning a DB2 database

Note:

Note: All data entered in this procedure is case sensitive. 1. Open up script center.

To create and run a script that cleans the call database:

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2. In the Instance field, enter: DB2 3. In the Name field, enter: Clean CallData Table 4. In the Script Description field, enter: Clean Call Database Table 5. In the Script Type field, enter: DB2 6. In the last script entry box, enter the following lines as shown: connect to CTI user CVCTUSER using CVCTPASSWORD call sp_cleantable() disconnect CTI 7. Click OK. 8. Right click the script you just created. A menu opens. 9. Click Schedule. 10. Select an appropriate time for this to run. Avaya recommends that you run the cleanup at midnight unless you are creating a special program to run more than once a day.

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Modifying agent states

The Change Agent State applet allows the Avaya CT for Siebel Agents to select the current work mode from a pick-list applet. The Auxiliary Work mode may also be customized with Reason Codes, allowing the agent to file the cause for entering Aux Work mode. These codes will be filed within the CMS. The following figure shows the Set Agent State as it appears in a Avaya CT for Siebel client. The Mode column denotes the value entered in the Agent State field, and the Description column denotes the string entered as the Display Value field.

Modifying the Add Agent State configuration on page 24 shows you how to properly configure the applet for agent states. Note: This applet was set up, using default values, during the installation process.

Note:

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Modifying agent states

Modifying the Add Agent State configuration

To modify the valid agent states: Note: To modify the valid agent states, the Avaya CT for Siebel applets must be installed. 1. Select Start > Programs > Avaya CT for Siebel 7 > Administrator Tool. The Avaya CT for Siebel window opens. 2. Enter the Administrative Tool and choose Service > Wizard > Add Agent States. 3. Enter the Siebel login when prompted. The Add Agent States dialog box opens. 4. Select an Agent State. The Agent State field has the valid work codes. These are the codes fed into the CMS, not the codes shown to the agents. Additional Aux Reason codes (that is, more than 10) may not be added. All numbers are Aux Reason codes. 5. Enter a Display Value. The Display Value is the name of the code, which will appear in the Agent's pick-list. For the Aux Reason codes (numerical Aux Code/Agent States), a quick description must be entered. 6. Select Active to activate the agent state. 7. Click OK. The agent state is added to the system.

Note:

24 Avaya CT for Siebel Administration Guide

Configuration parameters
The Avaya CT for Siebel package has several configuration parameters that instruct the application how to operate. They are similar to preferences in other applications. Avaya CT for Siebel offers many parameters that can be used to configure the system to meet user requirements. This section contains the following information:

Required parameters on page 26 Optional parameters on page 28 Manual configuration procedure on page 38 Description Valid settings Default value, if applicable

The following information is provided for each parameter:

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Configuration parameters

Required parameters
The parameters in this section are required. Avaya CT for Siebel does not start without these parameters. Configuration - The Configuration parameter determines whether a new driver instance will be created or not. On any new agent login, the driver checks to see if it already has a driver instance by that name, in which case it does not create a new instance. Avaya recommends that you use a different Driver:Configuration name for each configuration.

Name Type Values

Driver:Configuration String <Open>

CVCTPassword - The CVCTPassword parameter instructs Avaya CT for Siebel what password to use when logging on with the username specified in the Driver:CVCTUSER parameter. If Integrated Security is in use, this field should be omitted.

Name Type Values

Driver:CVCTPassword String <Open>

CVCTUSER - The CVCTUSER parameter instructs Avaya CT for Siebel what user with which to log in. If Integrated Security is in use, the $NT$ value will need to be used.

Name Type Values

Driver:CVCTUSER String <Open>

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Required parameters

DNList - This is the station extension that represents the agent's telephone extension. The value indicates that this is taken from a variable in Siebel.

Name Type Values

Service:DNList String {@DNList}

LicensePath - This is the fully-qualified path name to the registration file (for example, <server_name>/path).

Name Type Values

Driver:LicensePath String <Open>

Server - This is the T-Link name of the primary Avaya CT server. The T-Link contains the server name, and is formatted as follows: VENDOR#NODE#SERVICE#SERVER (ex. AVAYA#AVAYA_ECS#CSTA#CTSERVER)

Name Type Values

Driver:Server String <Open>

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Configuration parameters

Optional parameters
The parameters in this section are optional. Avaya CT for Siebel starts without these parameters, but they can be used to enhance functionality. AgentID - This is the switch ID of the agent. The value indicates that this is taken from a variable in Siebel.

Name Type Values

Service:AgentID String {@AgentId}

AgentLogoutOnExit - This parameter, if set to TRUE will log the agent out of the switch when they log out of Siebel.

Name Type Values Default

Service:AgentLogoutOnExit Boolean TRUE, FALSE FALSE

AgentPin - This is the switch password of the agent. The value indicates that this is taken from a variable in Siebel.

Name Type Values

Service:AgentPin String {@AgentPin}

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Optional parameters

AutoLoginAgent - This feature, if set to TRUE, logs the agent into the switch when the agent logs in to Siebel.

Name Type Values Default

Service:AutoLoginAgent Boolean TRUE, FALSE FALSE

BackupCTIDSN - This is the name of the system ODBC Data Source Name that is used to access the backup CTI database.

Name Type Values

Driver:BackupCTIDSN String <Open>

BackUpCTIDSNPassword - The BackUpCTIDSNPassword parameter is the password for backup Call Database for BackUpCTIDSNUSER.

Name Type Values

Driver:BackUpCTIDSNPassword String <Open>

BackUpCTIDSNUSER - The value of this parameter must be the name of the administrative user that was originally used when creating the database. If specified, this value is used by the driver to connect to the database. If no value is specified, then this value defaults to the value of the CVCTUSER parameter.

Name Type Values

Driver:BackUpCTIDSNUSER String <Open>

BackUpCVCTPassword - The BackUpCVCTPassword parameter instructs Avaya CT for Siebel what password to use when logging on to the backup Tserver with the username

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Configuration parameters

specified in the Driver:CVCTUSER parameter. If Integrated Security is in use, this field should be omitted.

Name Type Values

Driver:BackUpCVCTPassword String <Open>

BackUpCVCTUSER - The BackUpCVCTUSER parameter instructs Avaya CT for Siebel what backup user with which to log in. If Integrated Security is in use, the $NT$ value will need to be used.

Name Type Values

Driver:BackUpCVCTUSER String <Open>

BackUpLicensePath - This is the fully-qualified path name to the registration file (for example, <server_name>/path) on the backup server.

Name Type Values

Driver:BackUpLicensePath String <Open>

BackupServer - This is the T-Link name of the secondary Avaya CT server. The T-Link contains the server name, and is formatted as follows: VENDOR#NODE#SERVICE#SERVER (ex. AVAYA#AVAYA_ECS#CSTA#CTSERVER)

Name Type Values

Driver:BackupServer String <Open>

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Optional parameters

CTIDBPoolSize - The number of database connections to initialize between the driver and the database server.

Name Type Values Default

Driver:CTIDBPoolSize Integer 1-20 1

CTIDSN - This is the name of the system ODBC Data Source Name that is used to access the CTI database. Note: The CTIDSN parameter is required for bookmark transfers.

Note:

Name Type Values

Driver:CTIDSN String <Open>

CTIDSNPassword - The CTIDSNPassword parameter is the password for Call Database for CTIDSNUSER.

Name Type Values

Driver:CTIDSNPassword String <Open>

CTIDSNUSER - The value of this parameter must be the name of the administrative user that was originally used when creating the database. If specified, this value is used by the driver to connect to the database. If no value is specified, then this value defaults to the value of the CVCTUSER parameter.

Name Type Values

Driver:CTIDSNUSER String <Open>

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Configuration parameters

Debug - This is used to define what level of logging is done for database problems.

Name Type Values

Driver:Debug Boolean 0 - No logging is done 1 - Logging to the call database 2 - Logging to DBWin32 3 - Logging to the call database and DBWin32 0

Default

DefaultAgentAvailState - This instructs Avaya CT for Siebel what available state to toggle the agent into upon logging in.

MANUAL_IN: Toggles from not available to available (Manual In) AUTO_IN: Toggles from not available to available (Auto In)

Name Type Values Default

Service:DefaultAgentAvailState String MANUAL_IN, AUTO_IN MANUAL_IN

DefaultAgentStateAtLogin - This places the agent into a specified state when the agent logs in.

Name Type Values Default

Service:DefaultAgentStateAtLogin String AUX, MANUAL_IN, AUTO_IN, ACW AUX

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Optional parameters

DefaultAgentUnavailState - This instructs Avaya CT for Siebel what state to toggle the agent into when the Not Ready button is used.

Name Type Values Default

Service:DefaultAgentUnavailState String AUX, ACW AUX

HasDeflect - This turns on the deflect call feature. This parameter is closely related to the Service:HasSAC parameter. The driver does not allow both HasSAC and HasDeflect to be enabled. If both are set to TRUE, HasSAC takes precedence.

Name Type Values Default

Service:HasDeflect Boolean TRUE, FALSE FALSE

HasPendingWorkMode - This parameter enables the Pending Work mode feature. The default value is FALSE. This may be turned on only if the appropriate license is purchased.

Name Type Values Default

Service:HasPendingWorkMode Boolean TRUE, FALSE FALSE

HasSAC - This parameter turns on the Send All Calls feature for all agents that are members of this configuration.

Name Type

Service:HasSAC Boolean

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Configuration parameters

Values Default

TRUE, FALSE FALSE

LogDSN - This is the name of the system ODBC Data Source Name that is used to access the Logging database. Note: The LogDSN parameter is required for DB logger.

Note:

Name Type Values

Driver:LogDSN String <Open>

LogLevel - This parameter sets the logging-level flag for debugging purposes.

Name Type Values

Service:LogLevel Integer 1 - LOG_ERROR 2 - LOG_WARNING 3 - LOG_INFO 4 - LOG_DEBUG 4

Default

LogFileSize - This parameter restricts the log file size. If you set the value to 2 MB or lower, the system uses the default value. When files exceed the LogFileSize you have set, the system renames the file to filename.old and creates a new file with the same filename.

Name Type Values Default

Service:LogFileSize String Integer 2 MB

LoggingPrefix - This parameter tells the driver to log CTI information for this agent in the Log database. If this parameter is set, the agent extension must start with this value in

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Optional parameters

order for these values to be logged. For example, if the agent extension is 12345 and logging prefix is set to LOG, the extension set in the Siebel teleset must read LOG12345. If loggingPrefix is set to NULL (), no logging will take place.

Name Type Values Default

Service:LoggingPrefix String not NULL NULL

LogPwd - This is the password for the LogUser database account.

Name Type Values

Driver:LogPwd String <Open>

LogUser - This is the name of the user that has permission to access the Database logger tables.

Name Type Values

Driver:LogUser String Open

MaxNoOfThreads - This is the maximum number of threads that the driver will create to process commands and events. Once this number is reached, jobs wait until a thread becomes available.

! CAUTION:
CAUTION:

If this number is exceeded by an agent, the result may severely affect the server performance.

Name Type

Driver:MaxNoOfThreads Integer

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Configuration parameters

Values Default

> than NoOfInitialThreads parameter setting 500

NoOfInitialThreads - This is the number of threads that the driver creates on startup to process jobs. The maximum value is limited by the value of the MaxNoOfThreads parameter.

Name Type Values Default

Driver:NoOfInitialThreads Integer 1 to <= MaxNoOfThreads parameter setting 10

QueueID - This is the queue that the agent will log into in a non-EAS environment.

Name Type Values

Service:QueueID String {@QueueId}

SQLType - This value determines whether the call database is using SQL or DB2.

Name Type Values Default

Driver:SQLType String MSSQL, DB2 MSSQL

TimeoutExtraThreads - This value determines how long threads not created at startup remain after sitting idle in the thread pool.

Name Type

Driver:TimeoutExtraThreads Integer

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Optional parameters

Values Default

<Open> 500

TSIsAliveInt - This is the time in seconds that the driver waits between polls to the Tserver to see if service is still up.

Name Type Values Default

Driver:TSIsAliveInt Integer <Open> 120

VoiceMail - This is the value of the voice mail extension that calls are deflected to when a phone number parameter is not passed with the deflect call command from Siebel. If this parameter is not set and no phone number is passed from Siebel, the deflect call command fails and the call remains at the station.

Name Type Values

Service:VoiceMail Integer <Open>

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Configuration parameters

Manual configuration procedure

To configure the system manually: 1. Launch the Siebel application. 2. Click the Home tab. 3. Go to the Site Map by pressing Ctrl+Shift+A. 4. Do one of the following actions:

For Siebel 7.7, select Administration - Communications. For all other Siebel versions, select Communication Administration.

5. Select All Configurations. 6. Select New. The Configurations View dialog box opens. 7. Enter the name of the configuration. 8. Save the configuration by doing one of the following:

Move the cursor off the configuration. Select File > Save Record. Enter Ctrl+S.

9. Click Import Config. The Import Configuration warning dialog box opens. 10. Click Next to continue. The Import Configuration elements selection dialog box opens. 11. Select all check boxes and Browse to the AVAYA.DEF location. 12. Click OK.

38 Avaya CT for Siebel Administration Guide

Appendix A: Commands and events

This section describes the Avaya CT for Siebel commands and events. It also provides more information about the actual workings of the software. Neither the administrator nor the user must master this information, but it provides some research reference. This section includes the following:

Commands on page 40 Events on page 43 Custom events with AvayaEvent and AvayaCommand on page 57

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Commands and events

Commands
This section details the commands (DeviceCommand) and all respective parameters supported by Avaya CT for Siebel. Note: Commands that have the <Open> parameter allow data attachments. An unlimited number of data attachments can be attached to a call. These attachments can be up to 8KB in size. For commands with the UUI field, only 96-bytes of data can be stored.

Note:

DeviceCommand AfterCallWork

Description Puts the agent in the ACD After Call Work mode. This work mode allows the agent to complete the processing of the previous call and prevents the agent from receiving new calls. Answers an alerting incoming call. Puts the agent in ACD auto-in mode. In this mode, the agent is automatically made available to receive a new ACD call immediately after ending each call. Changes the reason code while the agent is unavailable. The agent uses this command if his or her reason for being unavailable changes. Cancels the call forwarding that is in effect for the agent. Makes the agent unavailable for incoming calls. Completes the conferencing of a call.

Parameters None

Need? <Varies>

AnswerCall AutoIn

None None

<Varies> <Varies>

AuxReason

ReasonCode Description

Required Optional

CancelForwardCall ChangeNotReadyState ConferenceComplete

None None None

<Varies> <Varies> <Varies>

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Commands

DeviceCommand ConferenceInit

Description Initiates a consult conference call. Performs a one-step, or blind, conference call.

Parameters PhoneNumber <Open> PhoneNumber UUI <Open>

Need? Required <Varies> Required Optional <Varies> Required <Varies> <Varies> Required Required Optional <Varies> Required Optional N/A <Varies>

ConferenceMute

ForwardCall

Establishes the call forwarding of incoming calls for the agent. Puts a call on hold. Logs the agent into the ACD.

PhoneNumber <Open> None AgentId AgentPin ACDQueue

HoldCall LogIn

LogOut MakeCall

Logs the agent out of the ACD. Places an outgoing call.

None PhoneNumber UUI <Open>

ManualIn

Puts the agent in ACD manual-in mode. In this mode, the agent must manually make herself or himself available to receive a new ACD call after ending each call. Hangs up the call. Retrieves a call while a consult call is in progress. Selects an option from the dial pad. Selects a state for the agent. Completes the transfer of a call.

None

ReleaseCall RetrieveCall SendDTMF SetAgentState TransferComplete

None TrackingID Digits None None

<Varies> <Varies> Required One is required <Varies>

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Commands and events

DeviceCommand TransferInit

Description Initiates a consult transfer of a call.

Parameters PhoneNumber UUI <Open>

Need? Required Optional <Varies> Required Optional <Varies> <Varies>

TransferMute

Initiates a one-step, or blind, transfer of a call.

PhoneNumber UUI <Open>

UnHoldCall

Takes a call off hold.

None

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Events

Events
The following events (DeviceEvent) and all respective parameters are supported by Avaya CT for Siebel:

OnBusy on page 47 OnCallInitiated on page 47 OnConference on page 48 OnConferenced on page 48 OnConnect on page 49 OnDisconnect on page 50 OnDiverted on page 51 OnDrop on page 51 OnHold on page 51 OnHoldReconnect on page 52 OnIncomingCall on page 52 OnLogin on page 54 OnLogout on page 54 OnOriginated on page 54 OnRinging on page 55 OnTransfer on page 55 OnTransferred on page 56

Parameter descriptions
The following table contains descriptions of the event parameters.

Parameter <Open> AddedDevice

Description Events that have the <Open> parameter allow the system to receive data attachments from other agents. The device that was added to the conference.

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Parameter AgentDevice AgentID AgentPassword ANI CallID CallingLength CallType Cause CollectedDigits CollectVDN ConnectType Device DistributingDevice DNIS FlexibleBilling GroupID IIDigits

Description Physical extension to be used by the agent. The AgentID that is assigned to the agent that is logged in. The password of the agent defined in the switch. The calling number of the call. The call ID. The number of digits in the CallingDevice number. The call type. The cause for the event. The value is equivalent to type CSTAEventCause_t. The digits that were collected in the switch. The VDN at which the digits were detected, not the VDN where they were collected. Type of connection (inbound/outbound) for a particular call. The station extension that initiated the transfer. The original distributing device of the call. The called number of the call. Indicates whether billing options are allowed for the call. ID of group to which the agent belongs. A number value that specifies the callOriginatorType of the call originator such as coin call, 800-service call, or cellular call. This information is from the network, not from an Avaya switch. The type is defined in the Bellcore publication, Local Exchange Routing Guide, TR-EOP-000085. The resulting call ID that identifies the conference call. The number of parties on the completed conference call. The call ID that went away as result of the conference. The calling device (ANI) of the call ID that was released as a result of the merge. The called number of the call ID that was released as a result of the merge.

NewCallID NumberOfParties OldCallID OrigANI OrigCalledDevice

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Events

Parameter OrigCallingDevice OrigCollectedDigits OrigCollectVDN OrigDNIS OrigReason OrigUCID OrigUUI PhoneState Queue Reason RedirectionDevice Split TransferredToDevice TrunkGroup TrunkMember UCID UUI

Description The calling device (ANI) of the call ID that was released as a result of the merge. The collected digits associated with the call ID that was released as a result of the merge. The collect VDN associated with the call ID that was released as a result of the merge. The called number of the call ID that was released as a result of the merge. The reason associated with the call ID that was released as a result of the merge. The universal call ID associated with the call ID that was released as a result of the merge. The User to User Information associated with the call ID that was released as a result of the merge. Current state of the phone. The extension number of the queue that distributed the call. The reason for the event. This contains more specific information than Cause. The value is equivalent to type CSTAReasonCode_t. The last redirection device. An ACD split/skill extension on switch. The device that was the target of the transfer. The trunk group number that the call arrived on. This parameter will only be provided if the Calling Device is not available. The trunk group member number that the call arrived on. This parameter will only be provided if the Call Device is not available. The universal call ID. The User-to-User Information.

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Commands and events

Cause value descriptions

The following list of Cause values were accurate at the time of publication. Please see Avaya Computer Telephony Programmers Guide for DEFINITY ECS for the latest list of Cause values.

Parameter Cause

Values 1 (EC_ACTIVE_MONITOR) 2 (EC_ALTERNATE) 3 (EC_BUSY) 4 (EC_CALL_BACK) 5 (EC_CALL_CANCELLED) 6 (EC_CALL_FORWARD_ALWAYS) 7 (EC_CALL_FORWARD_BUSY) 8 (EC_CALL_FORWARD_NO_ANSWER) 9 (EC_CALL_FORWARD) 10 (EC_CALL_NOT_ANSWERED) 11 (EC_CALL_PICKUP) 12 (EC_CAMP_ON) 13 (EC_DEST_NOT_OBTAINABLE) 14 (EC_DO_NOT_DISTURB) 15 (EC_INCOMPATIBLE_DESTINATION) 16 (EC_INVALID_ACCOUNT_CODE) 17 (EC_KEY_CONFERENCE) 18 (EC_LOCKOUT) 19 (EC_MAINTENANCE) 20 (EC_NETWORK_CONGESTION) 21 (EC_NETWORK_NOT_OBTAINABLE) 22 (EC_NEW_CALL) 23 (EC_NO_AVAILABLE_AGENTS) 24 (EC_OVERRIDE) 25 (EC_PARK) 26 (EC_OVERFLOW) 27 (EC_RECALL) 28 (EC_REDIRECTED) 29 (EC_REORDER_TONE) 30 (EC_RESOURCES_NOT_AVAILABLE) 31 (EC_SILENT_MONITOR) 32 (EC_TRANSFER) 33 (EC_TRUNKS_BUSY) 34 (EC_VOICE_UNIT_INITIATOR)

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Events

OnBusy
This event occurs when a station places a call to a busy destination.

Parameter CallID Cause Device DNIS <VARIES>

Values

Status Required Required Required Required

See Cause value descriptions on page 46 for a list of Cause values. <VARIES> <VARIES>

OnCallInitiated
This event occurs when a station is taken off-hook and receives dial tone.

Parameter CallID Cause Device <Open> ConnectType <VARIES>

Values

Status Required Required Required Optional Optional

See Cause value descriptions on page 46 for a list of Cause values. <VARIES> <VARIES> 1 = Outbound 2 = Inbound 3 = Unknown <VARIES>

UCID

Optional

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Commands and events

OnConference
This event occurs when a monitored call is successfully conferenced either manually using the telephone set or through CTI.

Parameter AddedDevice Cause Device NewCallID NumberOfParties OldCallID DistributingDevice OrigCalledDevice OrigCallingDevice OrigCollectedDigits OrigCollectVDN OrigReason OrigUCID OrigUUI UCID <VARIES>

Values

Status Required Required Required Required Required Required Optional Optional Optional Optional Optional Optional Optional Optional Optional

See Cause value descriptions on page 46 for a list of Cause values. <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES>

OnConferenced
This event occurs when a monitored call is successfully conferenced either manually using the telephone set or through CTI. The parameters for this event are identical to OnConference on page 48.

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Events

OnConnect
This event occurs when a call connects to a station or external party.

Parameter ANI CallID CallingLength Cause ConnectType Device DNIS PhoneState <VARIES> <VARIES> <VARIES>

Values

Status Required Required Required Required Required Required Required Required

See Cause value descriptions on page 46 for a list of Cause values. INBOUND OUTBOUND <VARIES> <VARIES> ALERTING INITIATED CONNECTED HELD IDLE UNKNOWN <VARIES> <VARIES> ACD DIRECT <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES>

RedirectionDevice <Open> CallType CollectedDigits CollectVDN DistributingDevice FlexibleBilling IIDigits OrigANI OrigCollectedDigits OrigCollectVDN

Required Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional

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Commands and events

Parameter OrigDNIS OrigReason OrigUCID OrigUUI Queue Reason Split TrunkGroup TrunkMember UCID UUI <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES>

Values

Status Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional

OnDisconnect
This event occurs when the monitored station drops and is no longer part of the call. The OnDrop event is sent if a party other than the monitored party drops from a call such as in the case of a conference call.

Parameter CallID Cause Device UUI <VARIES>

Values

Status Required Required Required Optional

See Cause value descriptions on page 46 for a list of Cause values. <VARIES> <VARIES>

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Events

OnDiverted
This event occurs when a call is diverted from a monitored station or VDN to another station or monitored VDN.

Parameter CallID Cause Device <VARIES>

Values

Status Required Required Required

See Cause value descriptions on page 46 for a list of Cause values. <VARIES>

OnDrop
This event occurs when a party other than a monitor station drops off the call. The parameters for this event are identical to OnDisconnect on page 50.

OnHold
This event occurs when a call is placed on hold either manually from the telephony set or through a CTI capability.

Parameters CallID Cause ConnectType <VARIES>

Values

Status Required Required Required

See Cause value descriptions on page 46 for a list of Cause values. 1 = Outbound 2 = Inbound 3 = Unknown <VARIES>

Device

Required

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OnHoldReconnect
This event occurs when a held call is retrieve either manually from the telephone set or through a CTI capability.

Parameters CallID Cause Device <VARIES>

Values

Status Required Required Required

See Cause value descriptions on page 46 for a list of Cause values. <VARIES>

OnIncomingCall
This event occurs when a call arrives at a monitored station and begins to alert the station.

Parameter ANI CallID CallingLength Cause ConnectType <VARIES> <VARIES> <VARIES>

Values

Status Required Required Required Required Required

See Cause value descriptions on page 46 for a list of Cause values. 1 = Outbound 2 = Inbound 3 = Unknown <VARIES> <VARIES> ALERTING INITIATED CONNECTED HELD IDLE UNKNOWN

Device DNIS PhoneState

Required Required Required

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Events

Parameter RedirectionDevice CallType <VARIES> UNKNOWN ACD DIRECT ROUTE <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES>

Values

Status Required Optional

CollectedDigits CollectVDN DistributingDevice FlexibleBilling IIDigits OrigANI OrigCollectedDigits OrigCollectVDN OrigDNIS OrigReason OrigUCID OrigUUI Queue Reason Split TrunkGroup TrunkMember UCID UUI

Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional Optional

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Commands and events

OnLogin
This event occurs when an agent logs in to the system.

Parameter AgentDevice AgentID AgentPassword GroupID <VARIES> <VARIES> <VARIES> <VARIES>

Values

Status Required Required Required Required

OnLogout
This event occurs when an agent logs out of the system.

Parameter AgentDevice AgentID GroupID <VARIES> <VARIES> <VARIES>

Values

Status Required Required Required

OnOriginated
This event occurs when a caller at a monitored station finishes dialing a number and places a call.

Parameter ANI CallID <VARIES> <VARIES>

Values

Status Required Required

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Events

Parameter Cause ConnectType

Values See Cause value descriptions on page 46 for a list of Cause values. 1 = Outbound 2 = Inbound 3 = Unknown <VARIES> <VARIES> <VARIES> <VARIES> <VARIES>

Status Required Required

Device DNIS <Open> AgentID UUI

Required Required Optional Optional Optional

OnRinging
This event occurs when a call alerts a non-monitored station. The parameters for this event are identical to OnIncomingCall on page 52.

OnTransfer
This event occurs when a monitored call is successfully transferred.

Parameters Cause Device NewCallID OldCallID TransferredToDevice DistributingDevice OrigCalledDevice

Values See Cause value descriptions on page 46 for a list of Cause values. <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES>

Status Required Required Required Required Required Optional Optional

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Parameters OrigCallingDevice OrigCollectedDigits OrigCollectVDN OrigReason OrigUCID OrigUUI UCID <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES> <VARIES>

Values

Status Optional Optional Optional Optional Optional Optional Optional

OnTransferred
This event occurs when a monitored call is successfully transferred. The parameters for this event are identical to OnTransfer on page 55.

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Custom events with AvayaEvent and AvayaCommand

Custom events with AvayaEvent and AvayaCommand

This optional feature allows the administrator to create a custom event for client-side operation. When this custom event is triggered, a customized response occurs on the Siebel client. Below is an example of a custom event. The following script (SaveCallData) saves the current call data and sets the parameter EventToRaise to AvayaEvent. This call data is passed via AvayaCommand. 1. Enter the following script in Application Siebel Universal Agent Script in Siebel Tools. 2. Associate the script, using EventHandler and EventResponse, with an event in the Siebel configuration. For example, if you associate the script with the OnIncomingCall event, the call data is saved and the EventToRaise parameter is set for every incoming call to that Siebel client.
Option Explicit Global CData(100, 100) as String Global DataCount as Integer Function SaveCallData() as Integer Dim Dim Dim Dim CTI as CTIService Data as CTIData x as Integer FieldName

set CTI = TheApplication.GetCTIService set Data = CTI.GetCurrentCallData DataCount = Data.GetCount DataCount = DataCount - 1 For x = 1 to DataCount FieldName = Data.GetFieldAt(x) CData(x,1) = FieldName CData(x,2) = Data.GetFieldValue(FieldName) next x DataCount = DataCount + 1 CData(DataCount,1) = CData(DataCount,2) = "EventToRaise" "AvayaEvent"

SaveCallData = OperationComplete End Function

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Commands and events

3. Create the script to call the event just created. The following script invokes AvayaCommand with call data saved. This script can be associated with a new button added in the appropriate Siebel view.
Option Explicit Global CData(100, 100) as String Global DataCount as Integer Sub AvayaCommand_Click Dim CTI as CTIService Dim Data as CTIData Dim x as Integer Dim FieldName as String Dim FieldValue as String set CTI = TheApplication.GetCTIService set Data = CTI.CreateData For x = 1 to DataCount FieldName = CData(x,1) FieldValue = CData(x,2) Data.SetFieldValue FieldName, FieldValue Next x CTI.InvokeCommandWithData "AvayaCommand", Data End Sub

4. Set EventHandler and EventResponse to handle the raised custom event (AvayaEvent).

58 Avaya CT for Siebel Administration Guide

Appendix B: Quick reference for Siebel administration

For agents to be CTI-enabled, they must be administered for in both the Siebel and Avaya CT systems. Note: This is a quick reference only, and does not cover the operations in detail as presented in the product documents. You are strongly advised to read the Siebel product documentation. Creating a communication configuration on page 60 Importing the Siebel configuration on page 61 Associating the Siebel agents on page 62 Creating a teleset on page 63 Adding an extension for the agent on page 64

Note:

This section includes the following:

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Creating a communication configuration

You should run the Siebel thin client on the Siebel server, or on another machine that has access to the oob.def file. If it is not possible to run the Siebel thin client on a machine with access to the oob.def file, use ftp or copy the oob.def file to a directory that is accessible.

!
Important:

Important: Save all entries before leaving a window.

To create a communication configuration: 1. Log in to the Siebel thin client as a Siebel administrator. 2. Go to the Site Map by pressing Ctrl+Shift+A. 3. Do one of the following tasks:

For Siebel systems earlier than 7.7, go to Communication Administration > All Configurations. For Siebel 7.7, go to Administration - Communications > All Configurations.

4. Click New on the Configurations window menu bar. 5. Create an entry using the Name and Comments fields.

!
Important:

Important: Do not forget to do the following step.

6. Press Ctrl+S to save the record. 7. Continue to Importing the Siebel configuration on page 61.

60 Avaya CT for Siebel Administration Guide

Importing the Siebel configuration

Importing the Siebel configuration

In this procedure, you are going to import the oob.def file.

!
Important:

Important: Save all entries before leaving a window.

To import the Siebel configuration from the definition file: 1. Do one of the following:

For Siebel 7.7, click Import. For earlier versions, click Import Configuration.

Result: A window with the following text opens: Caution: Importing communications configuration parameters, commands and events, or communications drivers and profiles overwrites any existing configuration elements that use the same names. Click Next to proceed. 2. Click Next. 3. Select all of the following boxes:

Configuration Parameters Commands Events Drivers & Profiles

4. Browse to the oob.def file, or to any other valid definition file. 5. Click OK. 6. Verify that each of the parameter values are correct. Reference: For more information about these parameters, see the Siebel documentation - also called the Siebel Bookshelf. 7. In the Show field, select Communications Drivers and Profiles. 8. Verify that the driver parameters are correct. Reference: For more information, see Configuration parameters on page 25. 9. Continue to Associating the Siebel agents on page 62.

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Associating the Siebel agents

This section includes the following topics:

Before you begin on page 62 Procedure on page 62

Before you begin

You must have already administered your Siebel agents under the Siebel Employee Administration window and administered your database.

Related topic
For more information about administering Siebel agents, see the Siebel documentation.

Procedure
!
Important:

Important: Save all entries before leaving a window.

To associate the Siebel agents: 1. Select the Agents tab located on the bottom third of the window. 2. Click New under the Agents tab. Result: The Add Agents window opens. 3. Select the agents and click OK. 4. Continue to Creating a teleset on page 63.

62 Avaya CT for Siebel Administration Guide

Creating a teleset

Creating a teleset
!
Important:

Important: Save all entries before leaving a window.

To create a teleset: 1. Select All Telesets under the Administration - Communications tab. Note: For Siebel systems earlier than 7.7, select All Telesets from the Show pulldown menu near the top-left corner of the Siebel thin client. 2. Click New in the Telesets window menu bar. 3. Add the teleset as configured on the switch by entering the Agent Login and Password. 4. Press Ctrl+S to save the record. 5. Click New under the Agent tab. 6. Select the Siebel agents and click OK. The All Telesets View displays your selections. 7. Continue to Adding an extension for the agent on page 64.

Note:

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Adding an extension for the agent

!
Important:

Important: Save all entries before leaving a window.

To add an extension for the agent: 1. Select the Extensions tab located on the bottom third of the window. 2. Click New under the Extensions tab. 3. Select the values shown in the following table. Field Extension Type Extension Value
S

Enter the extension number to be associated with this teleset.

!
Important:

Important: Do not forget to do the following step.

4. Press Ctrl+S to save the record.

64 Avaya CT for Siebel Administration Guide

Appendix C: Quick reference for Avaya CT administration

For agents to be CTI-enabled, they must be administered for both the Siebel and Avaya CT systems. Documents for both products show how to add agents, but for an easy reference, this chapter gives you a quick procedure for adding agents in Avaya CT. This is a quick reference only, and does not cover the operations in detail as presented in the product documents. You are strongly advised to read the Avaya CT product documentation, Avaya CT Telephony Services Administration and Maintenance Guide. This section includes the following:

Accessing the telephony server on page 66 Administering login IDs to recognize all devices on page 66 Adding new devices to the telephony server on page 67 Testing the telephony server on page 68

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Accessing the telephony server

Operations of the telephony server are independent of Siebel, even though the two programs work closely together to provide computer telephony integration. It is important that the telesets specified in Siebel match existing records in the TServer Administrator. You may also test the telephony server's operational status through Avaya CT application. To access the telephony server: 1. In Windows, select Start > Programs > Avaya > Telephony Services Admin. The Open Tserver dialog box opens. 2. Select a telephony server from the Tserver box. 3. Enter the telephony server Login and Password. 4. Click OK. The Telephony Services Administrator window opens.

Administering login IDs to recognize all devices

You can also administer login IDs to monitor all devices that may be used by the server. To administer login IDs to monitor all devices: 1. Select Telephony Services Administrator > Users. The User Properties dialog box opens. 2. Enter a Login and Name. 3. Select Unrestricted Access Rights. 4. Click OK. 5. Repeat this for all login IDs.

66 Avaya CT for Siebel Administration Guide

Adding new devices to the telephony server

Adding new devices to the telephony server

To add a new teleset device: 1. Select Admin > Create Device. 2. Enter the Device ID, Device Type, and TLink Group. 3. Repeat for all devices. 4. Click Apply after each entry. 5. Click OK when finished.

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Quick reference for Avaya CT administration

Testing the telephony server

If calls do not go through, there may be a problem with the telephony server. This section describes how to test the telephony server outside of the Siebel application. To test the telephony server: 1. In Windows, select Start > Programs > Avaya > TS Test. 2. Select a telephony server from the drop-down box. 3. Enter the telephony server User Login and Password. 4. Enter a valid From extension (where the call originates). 5. Enter a valid To extension (the destination of the call). 6. Select Dial. If the test succeeds, a call success message opens. If an error message displays, saying that the call could not complete, it is likely that the telephony server is not working. For support on repairing the telephony server, call Avaya Technical Support, 1-800-618-8707. 7. Click OK.

68 Avaya CT for Siebel Administration Guide

Index
A
accessing Add Agent State configuration menu . CMS Messaging service control panel telephony server . . . . . . . . . . adding new devices to the telephony server . new distribution group . . . . . . . parent divisions . . . . . . . . . . administering CMS Messaging . . . . . . . . . . login IDs to recognize all devices . . agent items . . . . . . . . . . . . . . Avaya CT documents . . . . . . . . . Avaya CT for Siebel documents . . . . AvayaCommand . . . . . . . . . . . . AvayaEvent . . . . . . . . . . . . . .

E
. . . . . . 24 . . . . . . .11 . . . . . . 66 . . . . . . 67 . . . . . . 13 . . . . . . 10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9, 12 . 66 . 18 . . 7 . . 7 . 57 . 57
events . . . . . . . . . . . . . . . . . . . . . 39, 43 importing . . . . . . . . . . . . . . . . . . . . 61

I
importing Siebel configuration . . . . . . . . . . . . 61

M
manual configuration procedure . . . . . . . . . . . 38 modifying agent states . . . . . . . . . . . . . . . 23

O
OnCallInitiated . . . OnConference . . . OnConnect . . . . OnDisconnect . . . OnDiverted . . . . OnDrop . . . . . . OnHold . . . . . . OnHoldReconnect . OnIncomingCall . . OnLogin . . . . . . OnLogout . . . . . OnOriginated . . . OnRinging . . . . . OnTransfer . . . . optional parameters

C
cleaning DB2 database . . . . SQL database . . . . CMS data items . . . . . commands . . . . . . . importing. . . . . . . configuration parameters . creating teleset . . . . . . . . custom events . . . . . . customer support . . . .

. . . . . .

. . . . . .

. . . . . .

. . . . . .

. . . . . .

. . . . . .

. . . . . .

. . . . . .

. . . . . .

. . . . . .

. . . . . .

. . 21 . . 20 . . 16 39, 40 . . 61 . . 25

. . . . . . . . . . . . . 63 . . . . . . . . . . . . . 57 . . . . . . . . . . . . . . 8

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . .

. . 47 . . 48 . . 49 . . 50 . . 51 . . 51 . . 51 . . 52 . . 52 . . 54 . . 54 . . 54 . . 55 55, 56 . . 28

D
defining agents . . . . . . . . . . . . . . . . CMS data items for a distribution group item properties for the distribution group Siebel Divisions . . . . . . . . . . . definition file . . . . . . . . . . . . . . . documents Avaya CT . . . . . . . . . . . . . . Avaya CT for Siebel . . . . . . . . . Siebel Enterprise Applications . . . . .

Q
. . . . . . . . . . . . . . . . . . . . . . . . . 15 13 14 14 61
quick reference Avaya CT administration . . . . . . . . . . . . . 65 Siebel administration . . . . . . . . . . . . . . 59

R
related documents . . . . . . . . . . . . . . . . . . 7 required applications . . . . . . . . . . . . . . . . . . . . 9 parameters . . . . . . . . . . . . . . . . . . . 26

. . . . . . 7 . . . . . . 7 . . . . . . 8

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S
Siebel Enterprise Applications documents . . . . . . . 8 skill items . . . . . . . . . . . . . . . . . . . . . 16 support . . . . . . . . . . . . . . . . . . . . . . . 8

T
testing the telephony server . . . . . . . . . . . . . 68 trunk group items. . . . . . . . . . . . . . . . . . 17

V
VDN items . . . . . . . . . . . . . . . . . . . . . 19

70 Avaya CT for Siebel Administration Guide