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Table Of Contents

■“What Is Siebel Communications Server?” on page17
What Is Siebel Communications Server?
Using Communications Server with Other Siebel Modules
■“Communications Server and Siebel CTI” on page18
■“Communications Server and Siebel Workflow” on page19
Communications Server and Siebel CTI
Communications Server and Siebel Email Response
Communications Server and Wireless Messaging
Communications Server and Siebel Workflow
About Communications Server Architecture
About Communications Configuration Data
■“Types of Communications Configuration Data” on page21
Types of Communications Configuration Data
Communications Configuration Requirements for Siebel Modules
Process of Configuring Communications Server
Determining Your Communications Deployment Needs
Setting Up Your External Communications System
Setting Up Your Siebel Server Software
Defining Communications Server Configuration Data
Putting Siebel Communications Server into Production
To put Siebel Communications Server into production
3Configuring Communications Drivers and Profiles
■“About Communications Drivers and Profiles” on page37
■“Configuring Communications Drivers and Profiles” on page47
About Communications Drivers and Profiles
Communications Drivers Provided by Oracle
Communications Drivers and Third-Party Systems
Communications Driver Settings
on page41
Communications Driver Files and Database Records
Communications Drivers and Channels
Inbound and Outbound Drivers
Interactive Drivers
Icon Files for Interactive Communications Drivers
About Profiles for Communications Drivers
Contexts of Use for Communications Profiles
Configuring Communications Drivers and Profiles
■“Specifying Driver Parameter Values” on page47
Specifying Driver Parameter Values
Field Types for Driver Parameters
Setting Driver Parameter Default Values
Defining Communications Profiles
Specifying Parameter Override Values for Profiles
Adding a Custom Communications Driver
To add a custom communications driver
■“About Configuring Session Communications” on page53
About Configuring Session Communications
Creating or Modifying a Communications Configuration
■“Copying a Communications Configuration” on page56
Copying or Deleting a Communications Configuration
Copying a Communications Configuration
Deleting a Communications Configuration
Viewing All Communications Configuration Data
Specifying Parameters for Communications Configurations
Parameters for Communications Configurations
Specifying Agents
■“Relationship of Agents and Telesets for Siebel CTI” on page63
■“Relationship of Agents and Telesets for Siebel Contact On Demand” on page64
Relationship of Agents and Telesets for Siebel CTI
Relationship of Agents and Telesets for Siebel Contact On Demand
Agents and ACD Queue Settings
Specifying Agents for Configurations
Configuring Agents
Specifying Telesets
■“Teleset Naming and Hoteling Considerations” on page67
Teleset Naming and Hoteling Considerations
Specifying Telesets, Agents, and Extensions
Specifying Agents for Telesets
Specifying Extensions for Telesets
Viewing Extension Data
Defining Communications Events
Creating Event Logs
Specifying Event Log Parameters
Creating Event Responses
Specifying Event Response Parameters
Associating Event Logs with an Event Response
Creating Event Handlers
Specifying Event Handler Parameters
Defining Communications Commands
Creating Command Data Definitions
Creating Commands
Specifying Subcommands for a Group Command
To specify subcommands for a group command
Specifying Command Parameters
Specifying Command Data Parameters
Exporting and Importing Configuration Data
Exporting Communications Configuration Data
To export communications configuration data
Importing Communications Configuration Data
Communications .DEF Files
File Format for .DEF Files
Example Section from .DEF File
■“About Events and Commands” on page87
About Events and Commands
Communications Definition Data in the Database
Communications Data Sets
Event and Command Definitions
Event and Command Parameters
Forms of Event and Command Parameters
Wildcard Characters in Event and Command Parameters
Special Events for Device Events
Special Event Attributes
List of Special Events
@PreIndicateNewWorkItemEvent
@PreWorkItemReleasedEvent
@PreWorkItemResumedEvent
@PreWorkItemStartedEvent
Special Commands for Device Commands
@PreWorkItemSuspendedEvent
List of Special Commands
Special Command Parameters
Special Command Examples
Event Handler Parameters
Handling an Inbound Call Received by an Agent
Event Response Parameters
Event Response Example
Event Log Parameters
Event Log Examples
Hierarchical Commands (Commands and Subcommands)
Command Parameters
Command Data Parameters
Command Data Example
6Configuring User Interface Elements
■“About Communications Toolbar Configuration” on page147
About Communications Toolbar Configuration
Communications Toolbar Items, Commands, and Methods
Communications Toolbar Commands and Bitmaps
Modifying the Communications Toolbar
Modifying the Function of an Existing Toolbar Button
Modifying the Appearance of an Existing Toolbar Button
Moving, Adding, or Removing a Toolbar Button
Communications Toolbar Buttons and Commands
■“How Communications Toolbar Buttons Work” on page154
How Communications Toolbar Buttons Work
Command Parameters Affecting Communications Toolbar Buttons
Communications Group Commands in Toolbar
Communications Toolbar ToolTip Text
Configuring Communications Menu Commands
Communications Submenu and Applet-Level Menu
Command Parameters Affecting Communications Menu Items
Communications Group Commands in Menus
Communications Menu Items and Device Commands
Configuring the Send Commands in the File Menu
Configuring Communications List of Values Types
List of Values Types for Channel Type
List of Values Type for ACD Queues
List of Values Type for Reason Code
List of Values Types for Event Parameters
List of Values Types for Command Parameters
Configuring Recipient Groups for Requests and Advanced Templates
About Recipient Groups
Predefined Recipient Groups
Configuring Substitution Fields for Recipient Groups
Configuring Additional Recipient Groups and Recipient Sources Applets
Configuring the Recipient Group List of Values
Configuring Recipient Sources Applets
To configure Recipient Sources applets
Configuring Recipients for Send Commands
Configuring Nonjoined Generic Recipients
Configuring Joined Generic Recipients
Configuring Default Templates for Send Email Command
7Configuring Advanced Communications Features
■“Using Macro Expansion for Character Fields” on page177
Using Macro Expansion for Character Fields
Macro-Expansion Syntax Elements
Macros for Parameter Values
Macro Expansion with Phone Numbers
Work Item Attributes
Macro-Expansion Examples
Working with Dialing Filters
Dialing Filter Examples
Configuring Telesets for Hoteling
Hoteling Requirements and Issues
Supporting Multitenancy
■“Setting the MultiTenancy Configuration Parameter” on page195
■“Organization Visibility and Positions” on page195
Setting the MultiTenancy Configuration Parameter
Organization Visibility and Positions
Configuring Communications Log In and Log Out
■“Log In and Log Out Command Configuration” on page198
Log In and Log Out Command Configuration
Automatic and Manual Login
Configuring Automatic Log Out Using Server Script
Configuring Remote Transfers and Conferences
■“Creating Communications Configurations” on page201
■“Specifying Dialing Filters” on page201
Creating Communications Configurations
Specifying Dialing Filters
Using Macros to Identify Remote Call Centers
Using Device Event to Enhance Screen Pop Performance
Event Examples for Agents Answering Call from Communications Toolbar
Event Examples for Agents Answering Call from Teleset
Using Push Keep Alive Driver for Session Connections
Simulating a Communications Environment
■“Setting Up and Running the Communications Simulator” on page208
■“Using the Communications Simulator” on page208
Setting Up and Running the Communications Simulator
Using the Communications Simulator
Inbound Call Simulations
Simulated Inbound Call with Caller ID
Simulated Inbound Call from an Unknown Caller
Inbound Campaign Call Simulation
Using Business Services with Communications Server
■“Invoking Communications Server Business Service Methods” on page213
Invoking Communications Server Business Service Methods
About Using Business Services with Events and Commands
Invoking a Command Through the Business Service Model
Invoking a Business Service Method from a Command
Invoking a Business Service Method from an Event Handler
Invoking a Business Service Method from an Event Response
Integrating with Siebel Scripting Languages
■“Integrating Using Server and Browser Scripts” on page219
Integrating Using Server and Browser Scripts
Integrating Using Server Scripts
More Information About Scripting
Integrating with Siebel SmartScript
■“Invoking SmartScript Through Communications Server” on page224
Invoking SmartScript Through Communications Server
Displaying Communications Parameter Data in SmartScript
Integrating with the Customer Dashboard
Example Events for Updating and Clearing Customer Dashboard
Generating Communications Reports
Viewing Communications Status Data
■“Viewing Agent Status Data” on page230
Viewing Agent Status Data
Viewing Channel Status Data
8Administering Siebel Communications Server
■“Siebel Server Requirements for Communications Server” on page233
Siebel Server Requirements for Communications Server
■“Server Components for Communications Server” on page233
Server Components for Communications Server
Running Communications Server in Heterogeneous Server Environments
Using Siebel Server Load Balancing with Communications Server
Synchronizing Batch-Mode Server Components
Enabling Session Communications and Simulation
■“About Communications Session Modes” on page236
About Communications Session Modes
About Communications Simulator
Prerequisites for Enabling Session Communications
Parameters for Application Object Manager and Siebel Developer Web Client
Parameters for Communications Session Manager
Enabling Communications Sessions for Siebel Web Client
Enabling Communications Sessions for Siebel Developer Web Client
Enabling Communications Simulation
Administering Communications Session Manager
Administering Communications Configuration Manager
Administering Communications Inbound Receiver
■“About Real-Time and Nonreal-Time Processing Modes” on page253
■“Running Communications Inbound Receiver” on page255
About Real-Time and Nonreal-Time Processing Modes
Event Processing for Real-Time and Nonreal-Time Modes
Running Communications Inbound Receiver
Configuring Parameters for Communications Inbound Receiver
Activity Attachments Stored for Inbound Email
Administering Communications Inbound Processor
Administering Communications Outbound Manager
■“Running Communications Outbound Manager” on page258
■“Configuring Communications Outbound Manager” on page259
Running Communications Outbound Manager
Configuring Communications Outbound Manager
Specifying the Siebel Server for Communications Outbound Manager
Specifying Component Name for Outbound Communication Requests
Outbound Communications for Siebel Mobile Web Client
9Configuring Communications Templates
■“About Communications Templates” on page263
About Communications Templates
■“Template Content and Formatting” on page264
Template Content and Formatting
Substitution Fields in Templates
Template Visibility and Access
Siebel Views for Working with Templates
Creating Simple Templates
Creating Advanced Templates
Editing and Formatting Controls for Template Text
Specifying Template Items for an Advanced Template
Modifying a Template Item That Specifies a File
Copying or Deleting Templates and Template Items
Fields for Templates
■“Templates List” on page276
Fields for Template Items
■“Template Items List” on page283
Template Items List
Template Item Form
■“About Outbound Communication Requests” on page289
About Outbound Communication Requests
■“Prerequisite Recipient Addressing Information” on page289
Prerequisite Recipient Addressing Information
Siebel Views for Working with Outbound Communication Requests
■My Outbound Requests
■My Outbound Request Overview
■Outbound Request Overview
Creating and Submitting Outbound Requests
Creating an Outbound Communication Request
Submitting an Outbound Communication Request
Configuring Subrequests
Deleting Outbound Communication Requests
Fields for Outbound Communication Requests
Restarting an Aborted Outbound Communications Manager Component
Monitoring Outbound Communication Request Status
■“Status Settings for Outbound Communication Requests” on page297
Status Settings for Outbound Communication Requests
Monitoring Siebel Server Request Status
Server Request Status Settings
Viewing Activity Records for Communication Requests
■“Setting Communications User Preferences” on page301
Setting Communications User Preferences
■“Specifying Communications Preferences” on page302
■“Preference Settings for Outbound Communications” on page302
■“Preference Settings for Communications” on page306
Specifying Communications Preferences
To specify communications preferences
Preference Settings for Outbound Communications
Preference Settings for Communications
Logging In to or Out of an ACD Queue
To log in to or out of an ACD queue
Using the Communications Toolbar
■“Communications Toolbar Controls” on page311
Communications Toolbar Controls
Logging In to the Communications System
Receiving Inbound Work Items
Initiating Work Items
Transferring or Conferencing Work Items
Pausing and Resuming Work Items
Forwarding Work Items
Changing Ready State
Using Communications Menu Commands
Menu Commands for Displaying Error Messages
Menu Command for Refreshing the Communications Toolbar
Creating Communications Profiles for Personal Use
Sending Email, Fax, Wireless, and Page Messages
Sending Email Using the Native Siebel Email Client
Sending Email Using Lotus Notes or Microsoft Outlook
Editing and Formatting Controls for Send Email and Send Fax
Sending Wireless Messages
Step5
Creating Activities for Send Commands
Activity Types for Each Send Command
Contact Matching for Send Email Activity Records
Specifying Mobile Device Settings
■“Configuring Message Delivery” on page335 (Message Delivery view)
Configuring Mobile Devices
Configuring Message Delivery
Configuring Mobile Alerts
■“About Siebel CTI Connect” on page339
About Siebel CTI Connect
Using Siebel CTI Connect ■ Installing Siebel CTI Connect
Installing Siebel CTI Connect
Limitations with Nortel Meridian Switch
Using Siebel CTI Connect ■ Siebel CTI Connect Driver Settings
Siebel CTI Connect Driver Settings
Siebel CTI Connect Driver Parameters
Siebel CTI Connect Commands
Siebel CTI Connect Command Parameters
Siebel CTI Connect Events
13Using Siebel Contact On Demand
■“About Siebel Contact On Demand and Siebel Communications Server” on page357
About Siebel Contact On Demand and Siebel Communications Server
Telephony@Work Communications Driver Parameters
■“Interfacing with Email and Fax Servers” on page365
Interfacing with Email and Fax Servers
Integrating with Email Systems
Integrating with Fax Systems
Configuring Fax Integration Elements in Siebel Tools
Settings for Internet SMTP/POP3 Server Driver
Driver Parameters for Internet SMTP/POP3 Server Driver
Configuring Client-Side Integration for Send Email
Process of Configuring Third-Party Email Integrations
Creating and Configuring the Attachments Directory
About Installing the Siebel Email Form
Email Client Parameters
Other Communications Drivers
Push Keep Alive Driver Settings
Push Keep Alive Driver Parameters
Modem-Based TAP Paging Driver Settings
Modem-Based TAP Paging Driver Parameters
FTP Driver Settings
FTP Driver Parameters
■“About Wireless Messaging” on page409
■“Configuring Wireless Messaging” on page409
About Wireless Messaging
Configuring Wireless Messaging
Connecting Directly to Wireless Network Operators
Configuring Siebel Server Components for Wireless Messaging
Configuring Communications Drivers and Profiles
Administering Mobile Devices
Specifying Mobile Device and Device Addressing Information
Siebel Adaptive Communications API Reference
■“Handles for Adaptive Communications” on page424
■“Constants for Communications Drivers” on page424
Handles for Adaptive Communications
Constants for Communications Drivers
Data Types for Communications Drivers
Methods of ISC_CLIENT_HANDLE
Methods of ISC_DRIVER_HANDLE
Methods of ISC_SERVICE_HANDLE
Testing Communications Drivers
■“About Business Services for Communications Server” on page441
■“Communications Client Methods” on page441
About Business Services for Communications Server
Communications Client Methods
Arguments for Communications Client Methods
Communications Session Manager Methods
Arguments for Communications Session Manager Methods
Arguments for Outbound Communications Manager Methods
Views for Defining Configurations, Drivers, Profiles, Agents, and Telesets
Views for Defining Events
Views for Defining Commands
View for Exploring Configurations
Views for Generating Reports or Reviewing Runtime Status Data
View for Defining Templates
Views for Defining Outbound Communication Requests
View for Specifying Mobile Devices
View for Defining Inbound Communications
View for Monitoring Inbound Communications
View for Specifying Message Broadcast Settings
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Published by: gtbt4ever on Jan 05, 2012
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