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A thesis submitted in partial fulfillment of the requirements for the

degree of
Master of Computer Science
University of Bridgeport
Instructor: Prof. Ausif Mahmood

Presented By : Mohammed Khan

S.I.D : 436378
1. Introduction
2. Various Siebel Applications - Várias aplicações de Siebel

3. Key Siebel Features - Características chaves do Siebel

4. Siebel Sales – Siebel Vendas

5. Siebel Marketing -

6. Siebel Call Center

8. Field Service - Serviço de campo
7. Siebel Remote

8. Enterprise Integration Manger

10. Work Flow Manager

11. Assignment Manager

12. Siebel Reports

13. Application Environment

14. Siebel Data Model

15. Siebel Tools

16. Siebel Configuration

17. Application Visibility

18. Siebel Application Architecture

19. Creating Siebel Sales Application

20. Deploying Siebel Application on the Web

Siebel Enterprise Applications enable users to share and manage all relevant
information about customers, products, competitors, and markets.

Siebel is a multi-channel eBusiness solution that enables organizations to manage

all customer touch-points via e-mail, telephone, fax, field, or the Web.

Customer touch-points are synchronized through one central information

repository, one database, one tool set, and one architecture regardless of doing
interactions via call center, field services, channel partners or the Web.

Siebel eBusiness provides the industry’s most comprehensive family of multi

channel eBusiness applications and services. The eBusiness applications operate
on all major computing platforms used by organizations, including mobile clients,
connected clients, thin clients, and hand help clients. Additionally the Siebel
eBusiness Architecture supports the Wireless Application Protocol ( WAP) and voice
recognition so users can access Siebel eBusiness applications even from their
mobile phone.

The product architecture enables organizations to configure once and deploy

everywhere. Once an organization makes customization to the underlying Siebel
Object the customization can work across the primary type clients from mobile,
handheld, connected or thin clients to even the wireless phones. Siebel eBusiness
Applications support multiple organizations allowing companies to define
organizational structure for managing data visibility, security, and business
processes across centralized and decentralized deployment topologies.

Sales professional use Siebel applications to manage accounts and opportunities

and review information about products, prices, and competitors.

Customer service professionals use Siebel applications to track customer


access online knowledge-bases to resolve problems, and automatically assign

service requests to agents with the appropriate levels of expertise.

Managers use Siebel applications to analyze the sales pipeline, generate forecasts,
and see current measurements of customer satisfaction in service organizations.

Siebel eBusiness uses a single database and integrates with the back office to
ensure consistent customer interactions. It supports a variety of clients,
databases, and server platforms.

Siebel applications are a comprehensive family of front office products offering

best of-

class functionality in sales, marketing, and customer service.


Siebel Sales Enterprise

Siebel Call Center

Siebel Service Enterprise

Siebel Field Service

Siebel Marketing Enterprise

Siebel Communications

Siebel Consumer Goods

Siebel Finance

Siebel Insurance

Siebel Pharma
Siebel Product Configurator


Siebel Account Management 1

Siebel Account Management enables users to manage all aspects of target


and customer accounts. Users can schedule and track activities related to

They can establish new opportunities with existing accounts. They can associate

accounts with other key information such as contacts, service histories, and

information. Account management gives users a complete picture of each


status and value.

Siebel Opportunities 1

Siebel Opportunities enables users to manage all aspects of sales opportunities.

Users can gather information about target accounts, partners, product interest,

pricing, and historical activities, providing up-to-the minute information to sales

team members. As the opportunity progresses through the sales cycle, users can

track its progress.

Siebel Contact Management 1

Siebel Contact Management enables users to create and distribute profiles for

business contact and personal contact. Each contact is associated with an account

and can be associated with opportunities, service requests, service agreements,


other Siebel records. Users can track all activities related to each contact. Users

also create categories that help them manage contacts.

Siebel Activity Management 1

Siebel Activity Management enables users to manage activities related to


opportunities, and contacts, as well as manage their personal to-do lists. They can
delegate activities to colleagues and track priorities, due dates, and completion

dates. When users enter activities with start dates, the activities automatically

appear on their Siebel calendars.

Siebel Calendar 1

Siebel Calendar enables users to integrate activities with their calendars. Activities

can be personal activities or activities associated with accounts, opportunities, or

contacts. Users can display their calendars in daily, weekly, or monthly views. The

Siebel Calendar can be integrated with other personal information management

programs, such as Microsoft Outlook and Novell GroupWise, allowing users to use

the tool of their choice.

Siebel Campaign Management

Siebel Campaign Management enables your organization’s administrator to create

complex sales and marketing campaigns that break down into individual events.

Users can access the campaigns to view detailed information such as campaign

summaries, call scripts, contact lists, call status, quotas, and related literature.

Campaign management helps your organization gather information to track and

manage campaign costs and monitor success.

Siebel Product Management 1

Siebel Product Management give users access to current product information

maintained by an administrator. Administrators maintain product information such

as product lines, descriptions, key features, price lists, discounts, and feature-

comparisons of similar products. Users also have one-click access to current

product white papers, data sheets, and product videos. Having access to current

product information keeps users well informed and well prepared to respond to

prospects and customers.

Siebel Service Request Management 1

Siebel Service Request Management provides users with easy access to customer

information such as profiles, operating environments, open issues, and service

agreement information. Users can categorize, prioritize, and track the status of

problems. For difficult issues, users can assign service requests to other groups or

individuals who have specialized skills.

Siebel Solution Management 1

Siebel Solution Management enables users to document how problems are


Solutions describe how to resolve service requests and address product defects.

Users can apply past solutions when trying to resolve current problems, enter

solutions that address potential problems before issues arise, and associate

solutions that address similar topics with each other.

Siebel Entitlement Verification 1

Siebel Entitlement Verification allows users to review service agreements to verify

the level of service that customers are entitled to receive. Users can verify

details such as the dates of coverage, authorized contact list, products, and quotas

(measured in user defined units).

Siebel Proposals 1

Siebel Proposals allows users to create high-quality sales proposals tailored to

customer requirements. By pressing a single button, users can create a Microsoft

Word draft proposal based on details of the sales opportunity including the

customer’s product interest, competitive landscape, and the customer’s key

decision criteria.

Siebel Presentations 1

Siebel Presentations allows users to create high-quality sales presentations


to customer requirements. By pressing a single button, users can create a


PowerPoint presentation based on details of the sales opportunity including the

customer’s product interest, competitive landscape, and the customer’s key

decision criteria. Users can customize the presentation further to meet customer
requirements by using the latest information published in the Siebel Encyclopedia

and Presentation Library.


Siebel Correspondence allows users to create correspondence using predefined

templates, attach literature files, and merge contact information from the Siebel

database. Users can submit correspondence requests to a fulfillment organization

and track the status of their requests.

Literature 1

Siebel Literature views allow users to access sales and marketing literature such

product brochures, white papers, and data sheets. Literature is easy for users to

access; and because this information is stored online, users can be sure it is the

current information available.

Categories 1

Categories allow users to track information about accounts, opportunities, and

contacts that is important to their personal selling style. Users can track

such as deals they plan to close in a particular quarter, customer’s hobbies, or

names of customer’s children. Users can search for accounts, opportunities, or

contacts based on categories.

Siebel Expense Reports 1

Siebel Expense Reports allow users to enter expense reports, submit them for

approval, and track their progress through the approval cycle. With the click of a

button, users can automatically include expansible activities in expense report

details. The Hotel feature allows users to easily itemize hotel expenses, and the

Spread features allows users to distribute a single amount over several days.

Professional Services Projects 1

Professional Services is a set of features that helps your consulting organizations

compete for, win, and manage projects that you are performing for your

Often, you are selling services, not physical products. As a result, you need ways

plan and keep track of the time and people working on a project.

Siebel Sales allows teams of sales and marketing professionals to manage sales
information throughout the entire sales cycle. This base application includes
Opportunity Management, Account Management, Contact Management, Activity
Tracking, Message Broadcasting, Siebel Search, Quotas, and Incentives
functionality. Siebel Sales measures, manages, and improves sales performance,
ensuring a competitive advantage while providing consistency in analysis,
interpretation, and information management. Decision makers use the same tools,
resulting in parallel thinking across the entire enterprise, bottom line savings, and
shorter lead-to-closure sales cycles.

Siebel Marketing allows comprehensive front office analysis of ones company,

customers, and prospects, combined with complete campaign design,


and execution at all customer touch points. All information from other Siebel

applications, and external legacy systems, can be brought into the Siebel data

for a more in-depth understanding of your customers, competitors, and the

performance of your company’s marketing, sales, and products.

This analysis may then be used to plan sophisticated campaigns that can be

executed via the Siebel Call Center, pager, fax, direct mail, Web, and email.

How Siebel Marketing Presents Information 1

Siebel Marketing provides a set of views grouped into several screens. (The exact

number depends upon your licensed Siebel options.) Each screen represents a key

business issue around which the marketing or sales group develops strategies for


Each tab on the tab bar takes you to a different screen. Each screen contains

or more views that analyze information specific to that tab’s topic.

For example, the Product screen has five views under the Opportunity heading, as

shown in Figure below


To effectively compete in today’s marketplaces, organization’s are relying more on
the call center as the critical "touch point" for all customer interactions. In the
past, call centers have been extremely reactive. These call centers agents handled
only a small range of specific questions and back-office operations, often requiring
the customer to be transferred from agent to agent to handle a complex customer
request. The focus of this customer interaction was cost reduction-complete the
customer request as quickly as possible and move on to the next customer in

Siebel Call Center is designed for the next generation call center, enabling agents
to handle a complete set of services, support, and sales interactions across a
broad range of communications

channel such as phone, Web, fax, email, Interactive Voice Response(IVR), and
electronic data transfer.

Siebel CTI (computer telephony integration) integrates your Siebel eBusiness

Application 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

phone system.

CTI can help your call center achieve these goals:

• Handle a large number of inbound telephone calls for customer service,


technical support, and telemarketing

• Support outbound calling for sales, service, and collections

• Integrate telesales and telemarketing with customer service

• Offer faster, more accurate, and more personalized service for customers,

also increasing agent productivity and reducing costs

• Provide a common user interface for your Siebel application and your


• 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,

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 center’s 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 center’s operations.

Siebel Field Service provides service center agents, warehouse staff, and field

service engineers the tools to respond efficiently and effectively to service


Siebel Field Service handles a full complement of field service tasks, including the

_ Receives service center calls.

_ Verifies service agreements and entitlements.

_ Enters a service request.

_ Searches for solutions.

_ Creates activities for a service request.

_ Assigns and dispatches field service engineers.

_ Provides part inventories for parts depots and trunk stock.

_ Provides detailed customer configuration.

_ Tracks parts consumption and logistics.

_ Manages inventory replenishment.

_ Integrates return materials authorizations and service orders.

_ Provides field service engineers with complete service details, including the

required skills, tools, and parts for all service activities.

_ Manages repair of defective parts.

_ Sets up and manages preventive maintenance plans.

_ Tracks and analyzes service costs.

_ Prepares invoices for service, and tracks payments.

_ Defines characteristics of assets and records readings from equipment (assets)

in the field for preventive maintenance, billing, and service.

_ Utilizes a barcode reader to read serial numbers and to label certain field service

and inventory documents.

The field service process typically consists of a customer reporting a problem to a

service center and field engineers being dispatched with spare parts. A field

organization that can rely on a single software application to manage this process

can fully observe and control the process.

Separate functional groups such as the service center, dispatch, field engineers,
parts organizations need to share information. Siebel Field Service integrates call

center, dispatch, field activities, and service parts information in a comprehensive,

enterprise-wide, customer management system.


Siebel Remote enables mobile or remote clients (typically laptop computers) to

connect to a Siebel Server and exchange updated data and files, a process known

as synchronization. Siebel Remote supports true mobile computing by allowing

field personnel to share current information across virtual teams of other mobile

and connected users across the enterprise.

As mobile users enter and update information in their local databases, Siebel

Remote client software tracks the changes as synchronization transactions.

Subsequently, when the user connects to the Siebel Remote server (via a modem,

LAN, WAN, or Internet connection), these transactions are uploaded from the

mobile client to the server.

Between synchronization sessions, the Siebel Remote server prepares transactions

applied to the database server by other users. Siebel Server components then

these transactions to separate directories for each mobile user. The transactions—

combined with updated, published, or requested marketing literature;

correspondence templates; and other types of file attachments—are downloaded


the mobile client during the next synchronization session.

.16. Enterprise Integration Manager

Siebel Enterprise Integration Manager (EIM) manages the exchange of data


Siebel database tables and other corporate databases.

Loading data directly into Siebel base tables is not supported. Due to the

complexity of table relationships, one must use EIM to import data into Siebel

EIM is used to perform bulk imports, exports, merges, and deletes. Examples of

functions include:

_ When initially implementing a Siebel application, one can load the Siebel

database tables with data and file attachments created by external applications.

For example, one might import information about product lines and products

from an Inventory Control database into the Siebel database.

_ As part of maintaining the database, one can update it with information created

by external applications. For example, Inventory Control might add a product

line using another application, and one might import the information into the

Siebel database.

_ When initially implementing a non-Siebel application, one can export data from

the Siebel database tables for use by that application. For example, you might

export employee information to a corporate sales commission application.

_ As part of maintaining a non-Siebel database, one can update it with information

from the Siebel database. For example, one might add new customers to an

accounting database from the Siebel databases.

_ In response to such external events as corporate mergers, one can merge two

more database rows into a single row. For example, one might merge the "Frame,

Inc." account information into the "Adobe Corp." account.

_ As part of maintaining the Siebel database, one can identify rows to be deleted

from a table and its associated child and intersection tables. For example, one

might delete an obsolete product line and its associated products.

_ Import new and revised data into Siebel base tables.

_ Export new and revised data from Siebel base tables.

_ Delete data from Siebel base tables.

_ Merge new and revised data into Siebel base tables.

Figure 1-1. Process Flows Between Siebel Database and Other Databases


In theory, businesses are managed according to policies and procedures that

efficiency, quality service, adherence to contractual agreements, and profitability.

These policies enforce business processes such as:

• Ensuring that response time objectives are met for customer callbacks and

service requests

• Specifying review policies for important processes like contracts, quotes, or

product shipments

• Monitoring service requests or opportunities over time

In practice, the benefits of the policies often are not realized because the policies

are not consistently enforced. This may be due to the large number of processes

to the dynamic nature of the information being monitored to enforce the


Siebel Workflow uses as its basic model the processes organizations use in their

sales, marketing, and service departments that determine business workflow. You

can use Siebel Workflow to ensure consistency and adherence to agreements

through the automatic enforcement of business policies and procedures.

Siebel Workflow is a customizable business application providing the capability to

manage and enforce your business processes.


Siebel Workflow is a powerful interactive software tool automating how

organizations handle their workflow processes. Siebel Workflow works with all

Siebel eBusiness Applications.

Enforcing Business Rules Using Workflow

• Companies typically follow particular business practices, for example:

• Ensure that response time objectives are met for customer callbacks and
open service requests

• Define policies for reviewing important processes like contracts, quotes, or

product shipments

• Monitor service requests or opportunities over time

• In practice, the benefits of the policies often are not realized because the
policies are not consistently enforced


Siebel Assignment Manager allows sales and service organizations to effectively

assign the most qualified people to specific tasks. Assignment Manager

accomplishes this function by matching candidates to predefined and user


assignment objects. To assign the most qualified candidate to each

object, Assignment Manager applies assignment rules that you define.

To define assignment rules, you select:

_ Objects to which each assignment rule applies

_ Criteria to be used for each assignment rule

_ Values for each assignment criteria

_ Skills to match assignment rules, objects, organizations, employees, and


_ Expertise to weigh skill scores

_ Scores for each assignment rule, criteria, and value

_ Candidates to be scored using the assignment rule

_ Workload rules to balance work across your organization

For example, in a sales organization, you may create an assignment rule that

Positions (candidates) based on territory definitions (criteria) for an opportunity

(object). In a service organization, you may create an assignment rule that scores

employees (candidates) based on product expertise (criteria) for a service request

(object). Using the sum of scores for each assignment rule, Assignment Manager

assigns the best candidates for each object.

How Does Assignment Manager Work?

Define a pool of resources that are available for assignment

• Positions - assigned to sales work

• Employees - assigned to service work

Define rules for assigning positions or employees to new work

• Assign Opportunities in California to Sales Positions in California

• Assign Service Requests to the least utilized Service Rep

Assignment Manager compares the pool of resources and work to the rules and
assigns the positions or employees accordingly


Siebel Reports provides robust report generation and report viewing capabilities.
With more than 100 prebuilt reports, and the ability to use Query by Example to
generate ad hoc reports, Siebel Reports provides complete access to critical
customer and product information. Siebel Reports go far beyond traditional tabular
lists of information to provide, at a glance, summary dashboards, graphical
analysis tools, and all of the rich details necessary to make rapid, informed
decisions. This application is required for all customers that use the Siebel Report
Designer included with Siebel Tools.

To modify these reports or add new reports, we need to use Siebel Tools and
Actuate Developer Workbench

You create and modify reports in two locations:

_ In Siebel Tools, by creating and modifying Report (and other) object definitions

and setting properties within them. These object definitions are executed at run


_ In Actuate Developer Workbench, by creating and modifying .ROD (Report

Object Design) files, which are then compiled and executed.

Although changes may be made in Siebel Tools or in Actuate Developer Workbench

only, frequently report redesign work requires making changes and additions in

both places.
• Siebel Application Environment consists of

• A relational database (RDBMS) and a file system, which store business data

• Clients that access the business data

• Servers that manage the business data and provide batch and interactive
services for clients

Siebel Database Server

• Stores the data used by Siebel eBusiness Applications

• Supports a variety of third-party RDBMSs

Siebel File System

• Stores all physical files for Siebel applications

• Correspondence, proposal and presentation templates, and file attachments

• Compresses files and uses a specialized naming convention

• Access files only through a Siebel client

Siebel Client

• Application used to access data in the Siebel database

• Can be

• Dedicated client

• Mobile client

• Thin client

Dedicated Client

• Is physically connected to the server and database

• Directly accesses Siebel database and file system

• Can use batch and interactive services on the server

• Does not store data locally

• Is usually a desktop PC

Mobile Client

• Operates without a real-time connection to the Server and database

• Uses a small subset of downloaded Siebel data stored in a local database on
the client machine

• Periodically accesses the server to synchronize data

• Is usually a laptop

Thin Client

• May run inside a web browser on the client

• Connects through the intranet/Internet to the server

• Uses the server for access to the database and file system

• Does not store data locally

• Is deployed as

• Thin Client for Windows

• Java Thin Client

• HTML Thin Client

• WML (Wireless) Thin Client

Thin Client for Windows

• Displays Siebel applications in a standard web browser using an ActiveX

control or Netscape plug-in

• Uses same interface as dedicated client

Siebel Java Thin Client

• Displays the Siebel application as a stand-alone Java applet

• Uses same interface as dedicated client

Siebel HTML Thin Client

• Uses HTML to display the user interface in a standard browser

• Requires a Web server to generate HTML pages

• Typically implements the look and feel of the corporate Web site

WML (Wireless) Thin Client

• Enables read and write functions to the Siebel database through a wireless
connection between a Wireless Application Protocol (WAP) device (such as a
mobile phone) and a WAP server
• Users can access opportunity, account, service request, contact, order,
activity, and calendar data

All Clients
Siebel architecture is designed to be scaleable to support all clients

Component-Based Applications

• Siebel applications separate data that specify an application (the application

configuration) from the code that executes (the execution engine)

• The application configuration consists of a set of object definitions that

specify the

• Presentation of the data

• Business logic

• Data organization and storage

• The execution engine runs all Siebel Applications

• Instantiates the objects that make up the application

• Provides the User Interface (UI)

• Generates SQL and interacts with the RDBMS

Siebel Repository (.srf) File

• Is a separate file that contains the application configuration

• UI objects specify the data presentation

• Business objects specify the business logic

• Data objects specify the data organization and storage

Applications Easily Configured

• To change an application: change the data, not the executable

• The Siebel executable builds a Siebel application at run-time according to

the object definitions in the repository file (.srf)

• A single configuration environment, Siebel Tools, is used

• The .srf is compiled from data in the Siebel development database

• Developers cannot modify the executable code

• Developers do not write SQL statements, stored procedures, or triggers

• The executable generates at run-time all required SQL code based on the
business and data objects in the repository

Multi-layer Architecture

• Siebel applications are based on a multi-layered architecture

• Distinct functions are separated in the application

• Individual layers can be distributed on different machines

User Interface

• Renders the Siebel user interface

• Manages the user’s interactions

• Operates on object definitions in the SRF that capture the specific user
interface for the application

Object Manager

• Provides for consistent object behavior for all Siebel business objects

• Operates on object definitions in the SRF that capture the specific business
logic for the enterprise

Data Manager

• Maintains a view of the data independent of the actual target RDBMS

• Allows the Object Manager to function independently of the specific target


• Generates in real-time the SQL to access the business data

• Operates on object definitions in the SRF that define the database schema

• Uses the Data Exchange Layer to communicate with a specific data source

Data Exchange Layer

• Handles the interaction with a specific target database

• Understands the details of how the data is physically stored

• Delivers data to the upper layers in a consistent efficient manner

• Uses the most efficient API for the target database

• Tunes general SQL statements for the target database

• Typically implemented as a separate DLL for each target database

Deployment Options

• Multi-layer architecture allows managers to reside on different machines

• User Interface, Object, and Data Managers all reside on the dedicated and
mobile clients

• Object and Data Managers reside on the server for thin clients

o User Interface also resides on the server for HTML thin clients

• A single Siebel application can be deployed in multiple client configurations

Configure Once, Deploy Everywhere

• Because of the separation of the application configuration, a single SRF file

can be used with different clients

Standards-Based Interfaces

• Enables interoperability at each tier

• Client-side interfaces for simple UI integration

• Server-side interfaces for real time business object integration

• Data manager-side interfaces for efficient bi-directional bulk data transfer

based on record set operations

Siebel File System

• Shared directory that stores compressed files used by Siebel applications

• Supports direct read/write access by dedicated and mobile clients

• Supports access through Siebel Servers for thin clients

Siebel Repository (.srf) File

• Compressed object definitions that define the application look, behavior, and

• Interpreted by the Siebel application engine at run time

Configuration (.cfg) File

• Contains initialization settings for the application engine such as:

• Gateway Server

• Enterprise Server
• Application or server component

• Repository (.srf) file

• Database Server (DataSource)


• Encompasses the tables and indexes used to store data for Siebel eBusiness

• Defines the physical database schema

• Siebel database stores data only

• All business logic is captured in object definitions in the business objects


• Data model must be robust enough to support varying forms of the business

• Supports adding new fields and tables

Supports modification of the form of a relationship

Understanding the Physical Data Model

• In order to develop and install a Siebel application, you need to understand

• What data is stored in the Siebel database

• The pieces that make up the Siebel database

• The rules and policies for using those pieces

• The consequences of those rules and policies

• The pieces to be understood

• Tables

• Columns

• Indexes

• User Keys

Tables in a Relational Database

• Consist of multiple columns that can each store at most a single value

• No repeating groups are permitted

Primary Key
• Is a column that uniquely identifies each row in a table

• Is named, by convention, ROW_ID for every Siebel database table


• Contains a Siebel-generated identifier that is unique across all tables and

mobile users

• Is the basis for Siebel applications maintaining referential integrity

• Database referential integrity constraints not used

• Is managed by Siebel applications and must not be modified by users


• Over 1000 tables in the database

• Three major types: Data, Interface, and Repository

Data Tables

• Store the user data

• Business data

• Administrative data

• Seed data

• Transaction data for mobile users

• Are populated and updated

• By the users through the Siebel eBusiness applications

• By server processes such as

o Enterprise Integration Manager for bulk importing and exporting of


o Assignment Manager for automatic assignment of newly created


• Have names prefixed with S_

• Are documented in the Siebel Data Model Reference

Prominent Data Tables

• Main tables storing data for the major business entities

Tables For Visibility

• Tables for storing employee, position, responsibility, and organization data

Interface Tables

• Are a staging area for importing and exporting data

• Are used only by the Enterprise Integration Manager server component

• Are named with prefix EIM_

• Are documented in the Interface Tables Reference

Repository Tables

• Contain the object definitions that specify one or more Siebel applications

• Client application configuration

o UI, business, and object definitions

• Mappings used for importing and exporting data

• Rules for transferring data to mobile clients

• Are edited using Siebel Tools

User Key

• Specifies one or more columns that must contain a unique set of values

• Prevents users from entering duplicate records based on the user key


• Are a separate data structure that stores a data value for a column and a
pointer to the corresponding row

• Are used to retrieve and sort data rapidly

• May include multiple columns

Can be created by configurators (custom indexes)


The Configuration Process for Siebel is done by using Siebel Tools.

Siebel Tools is a Siebel software configuration toolset used by qualified developers


perform declarative software development; that is, the creation and

modification of object definitions and their properties. It enables developers to

reconfigure and extend Siebel Applications.
Tailoring the User Interface

• Developers tailor the standard Siebel screens, views, and applets to better
support users’ business needs

Siebel Business Entities

• Siebel standard applications are built upon a set Siebel business components
that implement a defined business logic

Tailoring the Business Logic

• Developers also tailor the application by modifying the definitions of the

business components to implement the business logic appropriate to the
users’ organization

Extending the Data Layer

• Siebel applications are delivered with a defined set of database tables

• Developers may tailor the application by extending the set of database

tables in a limited and controlled manner

Configuring a Siebel Application

• Configuring is the process of modifying a standard Siebel application using

Siebel Tools to meet business needs

• Object definitions are edited and created

• Developers don’t modify code in siebel.exe

• Developers don’t write SQL directly

• Use existing object definitions in the standard repository whenever possible

• Ensures that a new configuration can be upgraded with minimal effort

• Modify definitions as required rather than creating new ones

• Creating new object definitions can lead to a vast amount of redundant


• Do not delete unused object definitions

• Other object definitions may reference them

Modifying the Application UI

• To make changes to the look and feel of an application, modify the

appropriate UI layer definitions

• Do not modify the underlying business object layer definitions

Modifying the Business Logic

• To make changes to the business logic of an application, proceed in a bottom

up fashion

• Edit the data layer definitions (if necessary)

• Edit the business object layer definitions as required

• Then edit or create the UI layer definitions to expose the changes

Develop on the Local Repository

• Always make changes to the object definitions in the local repository

• Cannot undo or back out changes when made directly on the server

• Changes made directly on the server are immediately available to other


o Incomplete changes on the server will cause problems

• Use Siebel supplied mechanisms to copy definitions between server and local

Set Up a Developer

• To set up a developer as a configurator:

• Install appropriate server and client software (as in a previous module)

• Install Tools client

• Create the developer

• Create a database user login

• Generate the local database template

• Extract the local database

• Initialize the local database

• Populate the local database

When we start a Siebel application

o The .cfg file is read from the …\bin directory

o Given the info in the .cfg file, the appropriate .srf file is read
o A connection is established to the database specified

The .srf file is compiled to the …\objects directory

Two activities occur when we first start a Siebel Application

o Siebel reads a configuration file

o Siebel reads the repository file identified in the configuration file

.srf file

o A single file that contains object definitions in a compressed, binary


o Read at runtime and provides faster access to the object data than
would be achieved if reading the definitions from the database

o The Siebel application reads the info stored in the .srf file on demand
as different parts of the application are executed. Once the definition
is read from the .srf file, it is kept in memory.

.cfg file

o Is provided for EACH Application. One single repository file is SHARED


all Vanilla Siebel Enterprise Applications.

Definition of Siebel Tools

Allows customizing of underlying data configuration as well as data presentation

configuration. Data configuration determines what SQL is sent to the database.
Siebel generates the SQL and it cannot be directly modified.

The Siebel executable is not modified (in creating a custom Siebel application),
only the files it reads are changed (.cfg, .srf, etc.)

The kinds of information contained in the .cfg file are

o Siebel application to run

o Data sources available to application

o Repository file to use

o Application title to display in splash screen

o Application title to display in application window

Repository file
The repository file is a compiled file which contains the data
configuration and the data presentation configuration constructed by
the developer.

Layers to the Siebel Architecture are

1. User Interface Objects

2) Business Objects

3) Data Objects

1) The Data Objects layer

o Provides a layer of abstraction over the RDBMS, insulating the

application and developer from database administration and

o Contains Data Object Definitions such as ‘Table’, ‘Column’, and ‘Index’,

which directly map to the corresponding RDBMS structure.

o Properties of these object definitions are somewhat different than

those in the underlying RDBMS but do not vary across different

Difference between configuring and extending

You will configure your application by creating and modifying object

definitions in the Business Objects and User Interface Objects layer.
You will extend your application if you have a requirement to make
changes in the Data Objects layer.

Intersection table

An intersection table represents a many-to-many relationship as two

one-to-many relationships (which the underlying RDBMS is designed
to handle). There is no RDBMS construct that implements many-to-
many relationships directly.

2) Business Objects layer

o Consists of Business Object Definitions built on Data Object Definitions

and/or other Business Object Definitions (no direct reference to
RDBMS structures).

o Provides the interface to retrieve and manipulate data from the

underlying SQL tables.

o Major object types in this layer: Business Component and Business


Business Component
o Associates columns from one or more tables in the Data Object layer
into a single logical entity.

o Maps to a main table which provides the most important columns for
use in the business component.

o Is comprised of Fields most of which map to a Column in a Table.

o Enables relationships with other BCs to be established based on

primary-foreign key relationships built-in to the Data Model.

Business Object

o Defines a major area of business functionality

o Is a collection of business components which are logically related

o One BC in the collection serves as the master (or driving) BC (by

convention, the master BC has the same name as the BO itself)

o The same BC can be used in different sets of relationships by including

it in multiple Bos

3) User Interface Objects layer

o Is the visual representation of the underlying BOs and BCs

o Provides means to customize the screen display

o Defines the application, screens, views, applets and reports (including

UI layout and navigation, all UI controls)

Siebel UI organization

o Each applet maps to one BC.

o Each view maps to one BO and presents a subset of its data; is a

collection of one or more applets.

o Each screen is a collection of views pertaining to a functional area of

the application; contains views which map to the same BO.

o Each application is a collection of screens.


o Provides viewing, entry, modification, and navigation capabilities for

data in one BC.

o Usually implemented as a scrolling list table or data entry form.


o A View is a collection of Applets, a maximum of 8.

o A display panel consisting of a particular arrangement of applets.

o The Siebel application window displays one view at any one time. You

change the currently active view by selecting a different view from the view

bar or from a submenu of the Screens menu.


o A screen is a collection or group of related views.

o Screens are accessed via the Screens menu or the Tabs in the Tab bar.
One or both may exist for a given screen.

o Screen definitions specify the default view that appears when a tab is

o Screens have a single child object type: Screen View

The 3 primary view styles

o List view (comprised of List applet/Entry applet)

o Detail view (comprised of Form applet/List applet)

o Explorer view (comprised of Tree applet/List applet)

Sequences for creating object definitions

o BC

o BO

o Applet

o View

o Screen

o Application

Steps for creating a BO and BC are

o Create a project and/or checkout

o Create a BC and add to project

o Add fields to BC

o Create BO and add to project

o Associate BC to BO

You can create BO definitions before the BC definitions.

Steps for creating view, screen, and application definitions are

o Create a view

o Create a screen

o Add view(s) to the screen

o Create an application (or use an existing one)

o Associate screens to page tabs

o Associate screens to screen menu items

Layout the Siebel view sectors

1. 4

2. 5

3. 6

4. 7


A Join allows data from more than one table to be displayed on one applet.

The join declares the destination table (where the data resides). The join
specification defines how to get from the source to the destination. The destination
column is the name of the destination table’s column the join will be performed
on. This is required if the join occurs on a column other than ROW_ID. The source
field is the name of the field in the BC that the destination table will be joined on.

Steps for creating a join for an existing BC are

o Add field (FK) to BC required to construct join – BC: SV field

o Create a join for the selected BC – BC: join

o Specify the join relationship (FK to PK) – BC: join: join specification

o Add fields to BC coming from joined table – BC: SV field

o Modify applets as required (to display joined data) – Applet: edit


Why join to a table rather than a BC?

A join to a table insures that the joined in data is coming from one
other table and one other table only. If Siebel were to join to another
BC, there would be no way to insure that the resulting SQL would be a
simple join to one other table. This is because the BC fields could be
join fields themselves and multi-value fields.


o Specifies the relationship between BCs

o Provides for the display of master-detail or parent-child information

o Controls what child records are displayed for a parent record

o Used for 1:M or M:M relationships

o Allows data from the child BC (foreign table) to return many records
associated with the parent (driving or main table)

Steps involved in creating a link are

o Add/identify fields on BCs or intersection table to construct the link

o Create the link between the BCs – Link:

o Add BC(s) to BO and specify the link on the child – BO: BO


o Create applet(s) and view for display – Applet: and View:

What is the purpose of the link?

The link defines which fields in the parent and child BCs relate the two BCs.

M:M relationships

M:M relationships require an intersection table which stores the foreign keys.

The two types of view drilldown that Siebel supports are

1) Static: Navigation is to a particular view. Configured with Drilldown

Object object type (child object of applet).

2) Dynamic: Navigation is to one of several candidate views.

Configured with

Drilldown Object and Dynamic Drilldown Destination (DDD) object

types(DDD is child object type of Drilldown Object).

The Hyperlink Field property of the Drilldown Object Definition is

BC field underlying list column on which the drill-down occurs.

Determines which column is list applet appears blue and underlined.
The View property is the name of the view that is brought up when the
user drills down (target view).


Enables hyperlink navigation to multiple views from the same

hyperlink field, depending on the value of a field in the applet’s current
record. Siebel will check the value for this field in the current record
and navigate to the correct view based on the found value.


The History List is same as the Microsift Internet Explorer History list, to visit
previous Views. The thread bar is refreshed when another screen is selected from
the tab bar or Screens menu.An entry in the History drop-down list appears
indented when a user navigates to a view in a different BO context, and then
navigates from that view to another.


o Provides for the popup display of a list of valid values for a user to
select from

o Can be bounded (must pick a single value from the list) or not
bounded (can type in a single value not in the list)

o Valid values are entered into the S_LST_OF_VAL table (which can be
entered interactively through administration screens)


• Visibility provides different users access to different data based on
job function and organization
Record Visibility

• Determines the records displayed to a user who has access to a view

• Depends upon

• The organization visibility of a business component

• Whether business component is team-based

• Whether the business component can be owned

• The view type

Organizational Visibility

• Can restrict record access to users in a single organization or subset of


• Is determined by the Organization Visibility properties in the business


Team-Based Visibility

• Restricts access to members of a team for those business components with


• Includes Opportunity, Contact, Account

Ownership Visibility

• Restricts access to the owner of a record

• Includes Service Request, Quotes, Contacts

Summary of View Types

20.Siebel Application Architecture

The siebel architecture enables customization through creating or manipulating
object definitions .

Data Managed in most siebel applications


An organization represented by the buyer associated with an opportunity ( address

, type , status,
Industry , …)


Potential revenue generating event ( revenue , source , lead quality …)


Person associated with an opportunity or account (name , title , address…)


Task performed for an account , opportunity , or contact


Real time accurate product information (description , product line , vendor…)

Account entity and related entities

• Accounts have many products and a product can be associated with many

(many to many )

• Accounts have many contacts ( one to many )

• Accounts have many opportunities ( one to many )

• Accounts have many activities ( one to many )

Contact entity and related entities

• Contacts can have many products and a product can be associated with
many contacts

( many to many )

• contacts are associated with single account ( many to one )

• contacts have many opportunities and opportunities can be associated with

multiple contacts

( many to many )

• contacts have many activities ( one to many )

Opportunity entity and related entities

• Opportunities have many products and a product can be associated with

many opportunities

( many to many )
• opportunities have many contacts and contacts can be associated with many

(many to many )

• opportunities are associated with single account ( many to one)

• opportunities have many activities ( one to many )


Creating Object Definitions In The Business Object Layer

Goals : Practice mapping object definitions in the business objects layer to the
data objects layer in

siebel 2000 tools development environment by :

- Creating an opportunity business component containing various fields .

- Creating an opportunity business object containing the business component.

Scenario: one of the functional areas being tracked in the

application is opportunities .after identifying the data
requirements associated with opportunites ,identify the S_OPTY
Table and few of its columns for storing the data in the database.

Detailed Instructions :

1. Start Siebel tools from the Siebel tools 6.0 program group. Log in as
SADMIN with SADMIN as the password . Select Connect to Sample Database

2. create a new project to group the opportunity object definitions in the

a. Select Project in the object explorer (OE)

b. Add a new record ( Press Ctrl+N) in the Object List Editor (OBLE).

c. Properties to set :

Name : ABC Opportunity

Locked : True

3. Create a Business Component that will be the master business component in

the ABC Opportunity Business Object

a. Select the Business Component object type in the OE.

b. Add a new business component (Press Ctrl+N) in the OBLE.

c. Properties to set :

Name :ABC Opportunity

Project : ABC Opportunity

Class : CSSBusComp

Table : S_OPTY
4. Add single value fields to the business component , which map to the
underlying columns in the S_OPTY SQL Table.

a. With the new business component highlighted in the OBLE , Expand

the Business Component object type by clicking the + icon in the OE

b. Select the Single Value Field object type in the OE.

c. Enter new records for each field in the Single Value Fields OBLE that
appears under the business components OBLE. Parent and child
information is displayed between these two OBLEs

d. Select the Single Value Fields OBLE by clicking in the applet.

5. Create new records for each single value fields. The single value fields and
their properties are listed below

a. (Field 1)

Name : Name

Column : NAME

Required : TRUE

Text Length : 100


b. (Field 2)

Name : Description

Column : DESC_TEXT

Required : TRUE

Text Length : 100


c. (Field 3)

Name : Budget

Column : BDGT_AMT

Required : TRUE

6. Create a Business Object

a. Select Business Object in the OE.

b. Add a new record C in the OBLE .

c. Properties to set:

Name : ABC Opportunity

Project :ABC Opportunity

Query List Business Component : Query List

7. Associate the ABC Opportunity business Component to the ABC Opportunity

business object.

a. Expand the Business Object object type in the OE. Select the ABC
Opportunity Business object in the OBLE.

b. Select the Business Object Component object type in the OE to display

the Business Object Components OBLE for the selected business

c. In the Business Object Components OBLE , Add a new record.

1. click the business component field drop down list button. A pick
list appears of the available business components.

2. Choose the ABC Opportunity business component then click Pick



Goal : using the ABC Opportunity business object and business component
created in the previous section

o Create a List applet,View,Screen and Application to expose information

we have defined in the object manager layer.

o Compile the application

o Add the View to the responsibility that users are assigned to.

o Test and debug the Application.

Creating a Applet :

1. Start Siebel Tools , Logging in as SADMIN

2. Create an Applet . Applets are the visual representations of the underlying
business component definitions.

a.Select the Applet object type from the OE.

b.Add a new record (Press Ctrl+N)

c.Set the following properties :

Name : ABC Opportunity List Applet

Project : ABC Opportunity

Business Component : ABC Opportunity

Class : CSSFrameList

Height : 4

Title : ABC Opportunities

Type : Standard

Width : 2

3. Create Controls for the Applet

a. Expand the Applet object type in the OE to display its

child object types.with the ABC Opportunity List Applet
highlighted in the OBLE. select the Control object type in
the OBLE to display the Controls OBLE .

b. A list applet will have atleast an Applet Title and List

control is used for displaying the columns containing data
.the title contains the Applet title

c. The most effective way of creating new controls in a

new applet is to copy and paste controls from another
similar applet . an appropriate applet to copy and paste ,
for example ,is the Account Activity List Applet.Select this
applet from the applets OBLE.

a. Right Click on the selected applet in the applets OBLE to display a

popup menu.

Select Edit Layout from the popup to invoke the Applet Designer.

b. Select Edit – Select All from the menu

c. Copy the selected controls to the clipboard by selecting Edit-Copy.

d. Close the applet designer by selecting File- Close from the menu.
e. Select the ABC Opportunity List Applet in the applets OBLE bring up
the applet designer then paste the controls from the clipboard into the
applet by selecting Edit-Paste from the menu.

f. Save the applet then close the applet designer.the controls should be
listed in the controls OBLE.

5. Add List columns for the List control. The list columns are the individual
columns that will be displayed in the list. The list columns will reference the single
value fields entered for the ABC Opportunity business component.

a.expand the list child object type for the selected applet in the OE the lists OBLE . insert a new record .set the Alphatabsearchfield property
of the new record to Name. the List Column object type in the OE to display the List Columns OBLE.

d.add the following list columns in the list columns OBLE.

e. (List Column 1)

Field : Name (Select from the pick list)

Display Name : Opportunity

Sequence : 1

Text Alignment : Left

Type : TextBox

Width : 25

f. (List Column 2)

Field : Description (Select from the pick list)

Display Name : Description

Sequence : 2

Text Alignment : Left

Type : TextBox

Width : 25

g. (List Column 3)

Field : Created (Select from the pick list)

Display Name : Create Date

Sequence : 3
Text Alignment : Left

Type : TextBox

Width : 25

And so on for the rest of the fields


To create a view that will contain the applet just defined .

a. Select the View Object type in the OE. Add a new record in the Views OBLE.

b. Set the following properties :

Name : ABC Opportunity List View

Project : ABC Opportunity

Business Object : Opportunity

Drop Sectors : 2 and 6

Screen Menu : True

Sector 0-7 : ABC Opportunity List Applet ( have to define in each

sector )

Title : My Opportunities


To create a screen that will group the opportunity views for the ABC Sales

a. Select the Screen object type in the OE. Add a new record in the OBLE.

b. Set the following properties :

Name : ABC Opportunities Screen

Project : ABC Opportunity

Viewbar Text : Opportunities

Add existing views to the screen.

a. Expand the screen object type in the OE. With the newly entered screen
highlighted in the OBLE.Select the screen view object type in the OE to
display the screen views OBLE.

b. Select the screen views OBLE and Add a new record.

c. Associate the view created above to the screen. Set the following properties:

View : ABC Opportunity List View

Menu Text : &My Opportunities

Viewbar Text : My Opportunities

Sequence : 1

Specify the default view for the screen.

a. Select the Screens OBLE

b. Set the following property for the ABC Opportunities Screen :

View : ABC All Opportunity List View

Menu Text : A&ll Opportunities

Viewbar Text : All Opportunities

Sequence : 10


a. First create a project in the Projects OBLE that will contain the Application
object definition.
Name the project ABC Sales then lock it by clicking in the locked property.

b. select the Application OE , Add a new record in the OBLE.

c. Set the following properties :

Name : ABC Sales

Project : ABC Sales


a. Expand the Application object type in the OE. With the new application
above highlighted select the Application Toolbar object type in the OE

b. Add a new record in the Application Toolbars OBLE, then set the following
properties to add the main toolbar to the application :

Name : Main

Sequence : 1

c. Add a second record

Name : History

Sequence : 2

d. Add a third record

Name : CTI

Sequence : 3


a. Select Repository –compile objects from the menu to display the Object
Compiler .

b. Specify the following values

Project : choose all the projects

Siebel repository file: <compile_directory_for_srf>\abc.srf

Language : Leave No translation

c. click the compile button.


a. Start Siebel Sales Enterprise from the Siebel Enterprise Applications 6.0

Select Screens – Application Administration – Views from the menu.

b. The Views Administration view will appear .choose Add new record from the
Edit menu.

Set the following properties

View Name : ABC Opportunity List View

Description : ABC Company View

c. With the view added , you need to give the ABC Field Sales Rep access to
the view.

d. Select Screens-Application Administration-Responsibilities from the menu

e. Select ABC Field Sales Rep in the Responsibilities applet to display the views
associated with this responsibility. now add the employees you want to give
access to this screen for example


f. click on the views applet to make it active

g. choose Add new record .

h. double click the ABC Opportunity List View in the association list. This adds
the view for the

ABC Field Sales Rep.

In the same procedure create other screens for Accounts ,Contacts ,Products ,
Activities & Quotes

And the associate them with the ABC Sales Application by doing this we will have
6 different screens in the ABC Sales Application.


a. Using Explorer move to the ..|bin directory of Siebel 2000 installation.

b. Make a copy of Siebel.cfg in this directory. Name the new file abc.cfg.

c. Open the abc.cfg file into a editor

d. Change the Repositoryfile parameter into "abc.srf" and make the following

RepositoryFile = "abc.srf"

ApplicationName = "ABC Sales Enterprise"

ApplicationTitle = "ABC Sales"

ApplicationSplashText = "ABC Sales"

CREATING A PROGRAM ITEM FOR ABC Sales Enterprise application in the
Siebel Enterprise Application 6.0 Group.

a. Copy and Paste , the Siebel Sales Enterprise Program item.

b. Name the new program as " ABC Sales Enterprise"

c. Modify the properties of the new program item. Select the program item
then choose

File - Properties from the menu to display the properties dialog.

d. select the shortcut tab

e. In the target field include the name of the abc.cfg file using the /c option.

For example siebel.exe/c acb.cfg


Goal :

-To create a join and join specification object to retrive detail account
information into a business component.
-Expose the specified account table columns in the two business components

-Update the appropriate contact and opportunity applets to display the

account data in the GUI

Detailed Instructions :

a. Start Siebel Tools.

b. Using the Types tab,SELECT AND EXPAND THE table object type in the
object editor (OE)

c. Select S_CONTACT table in the Tables OBLE.

d. Select the Column child object type in the OE to display all columns for

e. Find the foreign key column in the S_CONTACT table that refers to the
S_ORG_EXT table.

Use the Foreign Key Table Property to search the columns.

f. Expand the Business Component object type in the OE then select the ABC
Contact business

Component in the Business Components OBLE.

g. Select the Join child object type in the OE to display the Joins OBLE for the
selected business


h. Insert a new record in the Joins OBLE.

Set the following properties:

Table : S_ORG_EXT

Outer join flag : True

i. select the Single Value Field object type in the OE.Enter the new field that
will be required to

perform the join and the fields that are returned from the joined table.

To perform a join ,we need to add a field to the business component

,which maps to the foreign key column (PR_DEPT_OU_ID) in the table
(S_CONTACT). This field is used to construct the join specification .you
also need to define the fields from the child table(S_ORG_EXT) we
wish to retrieve into the business component .which will eventually
display these columns in the appropriate applet.

Enter a field for the foreign key column in S_CONTACT,set the following properties:
Name : Account Id

Column : PR_DEPT_OU_ID


J. Enter a new field for the account name.enter the properties of this
field in the order below. Be sure to specify the join property before
specifying the column property.

Name : Account Name

Join : S_ORG_EXT

Column : Name

Text Length : 100


New field

Name : Account Location

Join : S_ORG_EXT

Column : LOC

Text Length : 50


a. Create the join specificationfor the join relationship between the ABC
Contact business component and the S_ORG_EXT table.

Expand the join object type in the OE with the newly created join selected in
the OBLE.

Select the join specification child object type in the OE then insert a new
record. This new record is used to define how the join is created between
the S_CONTACT table and s_org_ext table.

Set the following properties :

Name : Account Id

Destination Column : ROW_ID

Source Field : Account Id

b. Add the above columns to the ABC Contact List Applet.

c. Save the Applet that will be created .

d. Select repository – compile ABC Contact project for ABC Sales Application.
e. Test the Application .Accounts info should be displayed in the Contacts View.

Info from Accounts in Contacts Screen.

Deploying Siebel Application on the Web

Siebel Thin Client

Siebel Thin Client is a deployment option for customers who want to deploy their

Siebel eBusiness Applications over the Internet or on their corporate intranet. Thin
Client is a deployment option because customers do not have to perform
additional configuration using

Siebel Tools.

The application configurations that were completed for dedicated clients can also

deployed through Thin Client.

Deployment Steps 11

Deploying Siebel Thin Client is a straightforward process. You must

install the dedicated client for server administration and for debugging purposes,

customize your Siebel application, install and configure Siebel Thin Client ,

and then test your Siebel application.

To Deploy Thin Client

1. Install and customize a Siebel eBusiness Application, such as Siebel Sales.

a. Use Siebel Tools to customize the applets and views within the selected

Siebel eBusiness Application.

b.Install the dedicated client.

2. Install Siebel Thin Client.

3. Configure Siebel Thin Client.

NOTE: The tclient.htm and start-up files are automatically

configured during the Siebel Server installation. Neither administrator nor users

should need to configure the tclient.htm or files.

_ If thin client users will run the Siebel application using a Netscape browser,

and you need to edit start-up parameters, edit

_ If thin client users will run the Siebel application using the Internet Explorer

browser, and you need to edit start-up parameters, edit tclient.htm.

4 Test your Siebel application by viewing it with Siebel Thin Client for Windows.

5 If necessary, you can run the application using the dedicated client if you need

to debug the customizations in your Siebel application.

Developing Siebel .COM Applications

Siebel .COM Applications and HTML Thin Client 1

The Siebel .COM applications are built upon a technology called HTML Thin Client,

which allows you to develop and deploy Web applications based on Siebel object

definitions. Users of HTML Thin Client technology can:

_ View dynamically generated Web pages that include data from a Siebel

_ Add data to a Siebel database.

_ Perform queries, sorts, and other operations that users may have performed

using the standard Siebel dedicated client.

Because of the interaction between the Web application and these various

components, HTML Thin Client is part of a larger system that also includes

Application Object Manager, a database server, and a Web server.

Figure 1-1. Architecture of Web Applications and HTML Thin Client

Key Components of the System 1

The key components of this system are:

_ Siebel tags. A Siebel-developed library of tags, each of which can be embedded

within normal HTML files. Tags are placeholders for Siebel-specific content. You

use tags as placeholders to insert controls or other user interface objects, such

as views, applets, or screenbars, into Siebel templates. Tags can also be used to

control layout algorithmically, as in the case of iterator tags.

_ Siebel templates. HTML pages that contain both standard HTML tags and Siebel

tags. Templates provide layout and formatting for objects created in Siebel Tools.

_ Siebel Web Server Extension. A library that runs inside a Web server to direct

user requests to the appropriate Application Object Manager service.

_ Siebel Web Engine. The interpreter of Siebel templates, this service inside Siebel

Server dynamically generates the HTML pages that make up the application’s

user interface.

_ Application Object Manager. The component that passes Siebel object definitions

and data between the database and the Siebel Web Engine. These object

definitions provide the application logic and enable the user to interact with the


Understanding Siebel Templates 1

A Siebel template is a special kind of HTML file that defines the layout and

formatting of elements of the user interface (such as views, applets, and controls).

Dedicated client applications do not require this definition because the layout and

formatting is defined by the client application on the user's desktop. Web


on the other hand, require HTML to define the layout and formatting of a page.

Siebel Web Templates provide this HTML layout information to the Siebel Web

Engine when rendering Siebel objects in the repository definition of the


While templates define the layout and formatting of HTML applications, the

application definition is done in Siebel Tools..

For example, to add an applet to an existing view in a .COM application,

you would use Siebel tools to create the applet, and then map this new applet to

Siebel Applet tag in the template associated with the existing view.

File Naming Convention 1

By convention, the filenames of Siebel templates take the .SWT extension, for
example, CCPageContainer.SWT, CCHomePageView.SWT, and so on. This

convention is an abbreviation for Siebel Web Template.

Types of Templates 1

The templates you’ll modify for your .COM applications fall into one of several

groups, depending on the purpose of the template or what the template contains.

_ View template. Used for displaying a view; specifies where to layout applets and

other page-level controls on the view, and what the formatting of the view

should be.

_ Applet template. Specifies where to layout fields and controls for an applet. Also

specifies the formatting for elements within the applet.

Applets can have more than one mode. The types of modes are:

_ Base: Read-only mode for displaying but not editing data. Views appear by

default in Base mode.

_ Edit: Mode for editing an existing record.

_ New: Mode for creating a new record.

_ Query: Mode that allows you to perform a query-by-example (QBE).

Each mode has a corresponding template. Some templates, such as edit-mode

templates, can be shared by many applets.

_ Web Page template. For pages that are not in an applet or view context, for

example, login and error pages.

_ Page Container template. Used as container pages for view templates. The

purpose of the pagecontainer is to provide a structure for the overall application.

There is one pagecontainer per application, but web page templates can be

flagged to not use it (for example, the login page cannot use the page container).

_ Formatting templates. Templates that allow you to create custom HTML types,

such as specialized controls. list items, and page items. These templates have

the extension .SWF (Siebel Web Format).

Your application can contain other pages, of course, that don’t contain any Siebel

tags. For example, you may have an About This Application help page. However,

this page, by definition, is not a template.

Configuring the .COM Application 1

Using Siebel Tools and a text editor or HTML authoring tool, the Web application

developer does the following:

1. Using Siebel Tools, configures the business objects, applets, views, and all of

other normal elements of a Siebel application. Normally, you will be altering the

definitions of objects in an existing application. Compiles into an .SRF, and tests

the application using the dedicated client.

2. Associates the views, applets with .SWT files.

3. Modifies or create new .SWT files as necessary to integrate the appropriate

corporate layout and formatting.

4. In Siebel Tools, maps the applets, fields and controls to the placeholders in the

appropriate template.

5. Compiles the repository changes into an .SRF file.

6. Tests the application.

7. Deploys the application.

Deploying the .COM Application 1

The site administrator does the following:

1. Copies the template files to the webtempl directory in the Siebel Server


2. Copies all new HTML and images to the public directory on the Web server


3. Adds a link from the existing Internet or intranet site to the application.

Running the .COM Application 1

When a user interacts with a .COM application (by clicking a button or hyperlink

in a browser window), the Siebel Web Engine does the following:

1. Reads the repository definition of the application.

2. Retrieves relevant data from the database through the Application Object


3. Retrieves the repository object definition of the view and applet to display the

data within it.

4. Reads the .SWT file and maps the retrieved data and applet and view

information to the corresponding placeholders in the .SWT file.

5. Delivers the HTML page (including the standard HTML and the retrieved data)

through the Web Server, back to the user’s browser for display as a Web page.

How Siebel Web Engine Generates the Web Application 1

Users of a .COM application interact with the application through their Web

browsers. The interface they see is a set of Web pages dynamically generated by

Siebel Web Engine by matching the repository definition of the application with the

templates customized by the Web application developer.

The following picture provides a graphical depiction of the relationships between

the various objects in a .COM application. These user interface elements are the

same as in the traditional client; however, in the .COM application, you are not

limited to eight sectors on a screen for the layout.

What Happens When a User Enters a URL 14

The figure illustrates what happens when a user enters the application’s URL,

either by typing the URL and pressing ENTER or, more usually, by clicking a link.

The following steps describe the process illustrated in Figure.

1. A user with a browser sends the URL of your application to your Web server.

The user can do this by typing in the URL or clicking a link on your main site.

An example of this URL is:


2. The suffix of this URL (.swe) tells your Web server to direct the request to the

Siebel Web Server Extension. For instance:


3. The Siebel Web Engine matches the virtual directory specified in the URL.

4. The Siebel Web Engine reads the eapps.cfg file to find out:

_ Which Gateway Server to direct the request to, and at which port

_ The name of the Application Object Manager server (in case Resonate Central

Dispatch is not being used)

5. The Web server directs the request through the Gateway Server to an available

Siebel Web Engine and Application Object Manager server.

6. Application Object Manager determines the configuration file corresponding to

the particular service (as set in the Configuration File component parameter for

this Object Manager service).

For example, the Configuration File parameter might be set to esales.cfg.

7. Application Object Manager reads the configuration file (located in the Siebel

Server’s \bin directory) to find out the application name and the name of the

.srf file.

For example, one of the parameters in the configuration file may identify the

application name as Siebel eSales—Thin and the .srf file as siebel.srf.

8. The ApplicationName parameter tells Application Object Manager which

application definition (from the .srf file in the \objects directory) to use for

retrieving data.

9. The Siebel Web Engine retrieves data from the database and the repository

definition of the views and applets through the Application Object Manager.

10. From the request, the Siebel Web Engine determines which .swt file to use. It

will then parse the .swt file for the Siebel tags.

11. The Siebel Web Engine generates the HTML file based on the .swt file, the

data, and the repository definition of the views and applets, and sends it back

to the Web server.

12. The Web server receives the generated HTML file from the Siebel Web Engine

and passes it back to the browser.

How Siebel Web Engine Generates the Web Application

The following figure shows what one page from a sample Web application looks
like in the

user’s browser.

This particular page consists of several applets. The following section takes a

look at the template used to generate the My Orders applet.

Figure Sample Web Page

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Estos son un par de pantallazos:
Client for Siebel Systems Installation, Configuration,
and Problem Determination Guide

architecture (91)
call center configuration (121)
call context (94)
call variables (93)
CallPath Enterprise
command parameters (109)
commands (108)
configuration parameters (101)
event data fields (116)
events (112)
CallPath Enterprise call data (132)
CallPath Enterprise Client for Siebel Systems
architecture (90)
client (99)
server (100)
customization (104)
installation (89)
introduction (81)
overview (82)
product information (83)
CallPath product family (84)
command parameters (110)
configuration parameters (102)
configuring a call center (120)
CTI commands (106)
CTI parameters (107)
customization (98)
event data fields (117)
event fields (115)
events (113), (114)
hardware requirements (85)
CallPath Enterprise Client for Siebel Systems (95)
checklist (97)
verifying (118)
limitations, switch (124)
command (111)
configuration (103)
hardware (87)
software (88)
screenpop (92), (105)
software requirements (86)
switch limitations
Alcatel OmniPCX (125)
Aspect CallCenter (126)
Avaya Communications DEFINITY G3 (127)
Avaya Communications INDeX (128)
Ericsson MD110 (129)
Nortel DMS-100 (130)
Nortel Meridian 1 (131)
troubleshooting (123)
verification test (122)
verifying installation (119)
workstation setup (96)
The CallPath Enterprise Client for Siebel Systems runs in the Siebel application
space. It is responsible for:
• Sending telephony events received from CallPath Enterprise Client for Siebel Systems to the
Siebel eBusiness application.

• Responding to commands sent from the Siebel application, as indicated in Figure 2.

Figure 2. CallPath Enterprise Client for Siebel Systems interfaces: Siebel applications and
CallPath Enterprise Client

The Siebel application is primed with the IBM-provided definition and configuration
files. CallPath Connection for Siebel Systems/CallPath Enterprise Client for Siebel
Systems implements these driver-level commands described in Table 4.

Command names are defined by CallPath Enterprise Client for Siebel Systems.
When CallPath Enterprise Client for Siebel Systems is installed, a sample definition
file is used to import the new commands into Siebel. Siebel defines two layers of
command definitions, one specific to the Siebel application and another which
maps the Siebel business logic to driver commands.
CallPath Enterprise Client for Siebel Systems provides a preliminary definition file. You will
need to customize it to suit your business needs. See CallPath Enterprise Client for Siebel
Systems customization for more information.
Screenpop and call variables

When a call is passed to the Siebel application, all of the call variables available
with a call are passed to the Siebel application as a set of key/value pairs. These
variables are used by the Siebel application to execute the proper screenpop.

For example, the key/value pairs will appear to the Siebel application in this

Call context

When an agent using the Siebel application receives a call or when a call is
transferred, CallPath Enterprise Client for Siebel Systems saves and restores, or
transfers, the current call context. Call data is passed from agent to agent using
CallPath Enterprise call data. See Appendix B, CallPath Enterprise call data for format and
Whether the call is transferred locally or to a remote site, the call context data remains with
the call.

Configuring a call center for verifying the installation

In the following instructions the assumption is made that you are using drive C:. If you are
not using drive C:, substitute the name of the drive that you are using.
Attention: You must first perform the installation described in Chapter 2, Installation.

To properly configure the Siebel Call Center, do the following:

1. Start the Siebel Call Center.

2. Logon as an Administrator, using the following settings:

3. Userid: sadmin
4. Password: sadmin
5. Connect to: Sample
6. In the window that appears, select Screens-->Application Administration-->List of
Values-->List of Values Explorer.

7. In the left window panel, List of Value - Types, scroll to find the CTI_MIDDLEWARE
entry. Expand the CTI_MIDDLEWARE entry to reveal the Values sub-item. Select the
Values sub-item.

8. In the List of Values window panel, right-click and select New Record to add a new entry.

9. Enter IBM CallPath in both the Code and Display fields.

10. Repeat Steps 4 and 5 for the entry CTI_ACD_QUEUES. Enter a single ACD queue
applicable to your local call center in both the Code and Display value fields.

11. If necessary, repeat Steps 4 and 5 for the entry CTI_SWITCHES and enter the new
telephone switch name (for example, Nortel DMS-100 CO) in both the Code and Display
Value fields.
12. Select Screens-->Call Center Administration-->CTI-->All Configurations.

13. From this window, right-click and select New Record to add a new entry.

14. Specify the following values for the new configuration entry:
15. Name: <any appropriate name>
16. Switch Name: <Select an appropriate switch from the drop down list>
17. Middleware Name: IBM CallPath
18. Middleware Host: <hostname of CallPath Enterprise Server>
19. Middleware Port: <port of CallPath Enterprise Server>
20. With the new entry still selected, click the Import button.

The Import CTI Configuration Data dialog box is displayed.

21. Select the Import CTI Configuration Parameters check box, and click Browse.

22. Find the csemsmpl.def and csemsmpl.ini files located in the c:\cseb\conf directory.

23. Double-click on the csemsmpl.ini file name.

24. Select the Import CTI Configuration Commands and Events check box, and click

25. Double-click on the csemsmpl.def file name.

26. Click OK.

27. Before importing the definitions contained in csemsmpl.def and csemsmpl.ini, the
message "The current CTI commands or configurations will be deleted before importing. Do
you want to proceed?" is displayed. Click Yes.

28. Once the import is complete, with the new configuration still selected, click on the
Configuration Parameters and Telesets view on the left side of the screen.

29. In the Configuration Parameters window, edit the Driver:ServerName parameter value to
specify the appropriate CallPath Enterprise Server for your call center environment.

30. Select All Telesets view.

31. In the Telesets, Agents, and Extensions windows, add entries for a single agent and teleset
appropriate for your call center environment. Refer to the Siebel CTI Guide for specific
details. This agent and teleset is used to test the installation.
When using the current sample Siebel database, do the following:
1. Select the appropriate CTI configuration in the Telesets window.

2. In the agents section, right-click the mouse button, and select New Record.

3. Select an employee name.


Aldo Lera, Pat Darcy, and Susan Smith are names that are known to
work for testing purposes.

4. Tab over to the Agent Login field and enter the login number.

5. Tab over to the Password field and enter the password.

This information is available from your CallPath administrator.
6. Click Pick.

7. In the Extensions window, right-click the mouse button and select New Record.

8. Enter the extension number, any applicable agent position ID, and the ACD queue
pilot number.

9. Close the Siebel window.

CallPath Connection for Siebel Systems CTI commands and parameters
Table 4 lists the CallPath-Siebel CTI commands.

defines the parameters associated with these commands. A Yes in the Any
Table 5
K/V column indicates that the command allows you to attach any user defined
key/value pair to the call. An asterisk (*) before a parameter name indicates that
the parameter is optional for this command.
Table 4. CallPath Connection for Siebel Systems CTI commands

Command K/V Parameter Description
AgentBusy This specifies that an agent has
AgentId completed a call and requires wrap
up time before taking another ACD
AgentPin call. The agents are not available to
take ACD calls until they choose to
ACDQueue be available for more ACD calls. On
the Avaya Communications
DEFINITY G3 switch, this
corresponds to After-Call-Work.
AgentNotReady This specifies, typically, that an
AgentId agent is not engaged in call center
work. The agents are not available
AgentPin to take ACD calls until they choose
to be available for more ACD calls.
ACDQueue On the Avaya Communications
DEFINITY G3 switch, this
*ReasonCode corresponds to Aux-Work. The
optional parameter ReasonCode
specifies the reason why the agent
is not available to take ACD calls.
AgentId This corresponds to either
AgentReadyImplicit or
AgentPin AgentReadyExplicit,
ACDQueue depending on configurations
on the CallPath Enterprise
Server and the telephone

Refer to CallPath Enterprise

Planning, Installation, and
Problem Determination Guide
for more information on the
configuration of Agent Ready
Behavior on the CallPath
Enterprise Server.
AgentReadyExplicit This specifies that, after an agent
AgentId completes an ACD call, the agent is
not available to take another ACD
AgentPin call and must explicitly choose to be
available for more ACD calls. On the
ACDQueue Avaya Communications DEFINITY
G3 switch, this corresponds to
AgentReadyImplicit This specifies that, after an agent
AgentId completes an ACD call, the agent is
available to take another ACD call.
AgentPin On the Avaya Communications
DEFINITY G3 switch, this
ACDQueue corresponds to Auto-In.
AnswerCall Answer the incoming call.
AssociateCollectedInfo Associate user data to the current
CollectedInfo telephone call. Please note that this
data is retrievable by any agent
participating in the same telephone
CancelForward Cancel call forwarding.
AgentId Toggle agent state between
being available and not
AgentPin available to receive calls from
ACDQueue the ACD queue.

*ReasonCode If the telephone switch is

configured to require a reason
code when an agent changes
to a not ready state for ACD
calls, the ReasonCode
parameter must be specified.
Complete the conference.

The caller, the agent, and the

conferenced party can now
talk to each other at the same
Complete the consultative

The current agent is

disconnected and the caller is
connected to the party to
whom the call was
*Queue Specifies that the sending of
ACDUpdateEvent for the
*Queue1 queues specified as
parameters to the command
... should be discontinued.

*QueueN Any number of queues can be

specified per call to the
command as long as the
parameter is prefixed with the
key word Queue.
DisconnectCall Disconnect (release) the current
EnableACDUpdates *Queue Specifies that ACDUpdateEvent
should be sent with information for
*Queue1 the queues specified as parameters
to the command.
The ACDUpdateEvent can be
*QueueN used in Siebel to pass any
relevant queue information on
to the agents by updating the
"Message Broadcast Bar"
located at the bottom of the
Siebel client screen. Creating
such a broadcast message
may require the use of Siebel
Visual Basic in order to write
records to the appropriate
Siebel business object.

Any number of queues can be

specified per call to the
command as long as the
parameter is prefixed with the
keyword Queue.
PhoneNumber Forward calls to the
destination specified by
PhoneNumber. Only
Unconditional Forwarding is
HoldCall Put the current call on hold.
InitConference Yes
PhoneNumber Begin conference call.

*CallNotifyText The caller is put on hold and

the current agent dials the
number specified by
The CallNotifyText parameter
conveys status information to
the second agent.
InitTransfer Yes
PhoneNumber Begin consultative transfer.

*CallNotifyText The caller is put on hold and

the current agent dials the
number specified by

The CallNotifyText parameter

conveys status information to
the second agent.
LogIn Log the agent on to the ACD queue.




LogOut Log the agent out of the ACD queue.


MakeCall Yes
PhoneNumber Place the outbound call to the
destination specified by
*CallNotifyText PhoneNumber.

The CallNotifyText parameter

conveys status information to
the second agent.
MuteTransfer Yes
PhoneNumber Initiate a mute (blind)
transfer of the caller to the
*CallNotifyText destination specified by

The CallNotifyText parameter

conveys status information to
the second agent.
RetrieveCall Retrieve the original call initiated
using the InitTransfer or
RetrieveCollectedInfo Ask for the data that has been
RequestId previously associated with the
current telephone call. The data
comes back through the
CollectedInfoEvent (with the same
SelectCall1 Allows the agent to "flip" between
existing calls on a particular phone
... line. This feature can be used on
telephone switches that support
SelectCall5 multiple calls on the same DN. For
example, on the Avaya
Communications DEFINITY G3
switch, the agent can receive
different calls, from different callers,
on the same DN.
When a call is selected, the
Siebel CTI toolbar, menu, or
both reflects the state of that
call. Switching to a different
call changes the toolbar,
menu, or both to reflect the
state of the new call.

Switching between calls (and

thus the appearance of the
corresponding CTI toolbar or
menu items) normally
involves HoldCall and
UnHoldCall operation. To
provide the agent an
automatic way of retrieving
the screen context for a
selected call, Siebel Context
Data can be stored and
restored when the HoldCall
and UnHoldCall commands,
respectively, are used
(assuming SaveContextData
parameter is set to TRUE).
SelectDN1 Allows the agent to "flip" between
the lines defined for the agent's
... teleset.
SelectDN5 When a line is selected, the
Siebel CTI toolbar, menu, or
both reflects the state of that
line. Switching to a different
line changes the toolbar,
menu, or both to reflect the
state of the new line.

Switching between lines (and

thus the appearance of the
corresponding CTI toolbar or
menu items) normally
involves HoldCall and
UnHoldCall operation. To
provide the agent an
automatic way of retrieving
the screen context for a
selected call, Siebel Context
Data can be stored and
restored when the HoldCall
and UnHoldCall commands,
respectively, are used
(assuming SaveContextData
parameter is set to TRUE).
OriginalCID Provides access to raw
TadsStoreApplStats API
ApplName functionality for users who
*Double1 wish to access this CallPath
Enterprise feature.
This allows Siebel client to
*Double5 send application-specific
statistics associated with a
*Long1 telephone call to CallPath
Enterprise server. With an
appropriate reporting engine,
*Long10 those statistics can be written
to a database.
Parameters supported by this
... device command match very
closely with those of the
CallPath Enterprise Option API
*FixedString1 TadsStoreApplStats. Refer to
CallPath Enterprise
... Programmer's Guide and
Reference for more


UnHoldCall Remove the current call from the
hold state.

Table 5. CallPath Connection for Siebel Systems CTI command parameters

Command Parameters Command Parameter Description

ACD queue name.

The same data can be retrieved from the

Siebel database using the special field
@QueueId. Refer to Siebel CTI Guide for
more information.

Note that if the call center agent logs on

as a CallPath Enterprise Skills-Based
Routing agent to receive enqueued calls
with certain skills-expressions, this
parameter must be set to SBR (a special
ACD queue). Refer to the CallPath
Enterprise Planning, Installation, and
Problem Determination Guide and
CallPath Enterprise Programmer's Guide
and Reference for more information on
this feature.
Agents ACD login ID (as known by the
telephone switch).

The same data can be retrieved from the

Siebel database using the special field
@AgentId. Refer to Siebel CTI Guide for
more information.

Note that if the call center agent logs

onto the phone as a CallPath Enterprise
Skills-Based Routing agent to receive
enqueued calls with certain skills-
expressions, this paramter must be set to
the SKBR user ID as defined on the
CallPath Enterprise CTI server. Refer to
the CallPath Enterprise Planning,
Installation, and Problem Determination
Guide and CallPath Enterprise
Programmer's Guide and Reference for
more information on this feature.
The password (Personal Identification
Number) for the agents ACD login (as
known by the telephone switch).

The same data can be retrieved from the

Siebel database using the special field
@AgentPin. Refer to Siebel CTI Guide for
more information.
Name of the database table used for
storing the application specific data.
Text that is displayed in the status line for
the second agent, indicating the incoming
User data that is to be associated with the
current telephone call.
Immediately after ACD log in, the agent is
assumed to be in this ACD state if no
value for StateToChangeTo parameter is

The default value is switch dependent.

Double1 ... Double5
Eight-byte double variables that can be
stored in columns of the user database.
FixedString1 ... FixedString10
Strings up to 10 characters.
Long1 ... Long10
Long variables that can be stored in
columns of the user database.
Phone number (dialing pattern).

Dialing:FilterRuleN configuration
parameters can be defined to filter full
telephone numbers from a database.
Refer to the CallPath Enterprise Planning,
Installation, and Problem Determination
Guide for more information about
configuring Inter-Switch Intelligent Call
Transfer (IS-ICT).
Queue, Queue1, ... QueueN
ACD queue
The reason code that is required by the
telephone switch when an agent changes
to a not ready state for ACD calls.
The identifier used to match the
asynchronous event with the
corresponding request that was
previously invoked. For example,
CollectedInfoEvent is sent with the same
RequestId as the one provided by the
previous call to RetrieveCollectedInfo.
Set to TRUE if storing and restoring of
Siebel Context Data is desired when
HoldCall and UnholdCall commands,
respectively, are used.
Immediately after ACD log in, the agent is
changed to the ACD state specified by
this parameter.

If this parameter is not specified, the

DefaultStateWithoutChange parameter is
Short1 ... Short5
Short variables that can be stored in
columns of the user database.
VarString1 ... VarString28
Strings up to 2047 characters.
CallPath Enterprise Client for Siebel Systems configuration
The following sections provides information about configuring CallPath Enterprise
Client for Siebel Systems.

Client configuration

Once the CallPath Enterprise Client for Siebel Systems Setup program is run, the
c:\siebel\bin\uagent.cfg file is configured automatically. If you have any
problems, refer to Chapter 5, Troubleshooting for problem determination information.
The uagent.cfg configuration file is assumed to be used with the Siebel Client. If you use a
different configuration file instead, edit the appropriate file to turn on the CTI option as

Server configuration

The initialization file csemsmpl.ini controls how the Siebel client initializes the CTI
component. After installing the CallPath Enterprise Client for Siebel Systems, this
file can be found in the following directory:

Note that csemsmpl.ini, as provided, is only a sample file. It will not work until
the appropriate modifications have been made. For detailed information about the
supported parameters and their usage, see Table 3.
Table 3. CallPath Enterprise configuration parameters

Parameter Type Explanation

Dialing:FilterRuleN String 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.
Please note that the translated phone
number is subject to further resolution in
Inter-Switch Intelligent Call Transfer (IS-
ICT) scenarios. Refer to CallPath
Enterprise Planning, Installation, and
Problem Determination Guide for more
information on IS-ICT configuration. The
Dialing:FilterRuleN parameters must be
defined in conjunction with IS-ICT

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:
• 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.

• 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.

• 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.

Filter rules are checked for matches in

numerical sequence. For the preceding
• If a telephone number matches
650295****, then Rule1 will be applied.

• If it does not match this pattern, but

matches 650*******, then Rule2 will be

• If it does not match this pattern either,

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
Siebel CTI Guide. For more information
about international telephone numbers,
refer to Siebel Applications
Administration Guide.
Driver:AlwaysEnableACDCmds TRUE or FALSE If this parameter is set to TRUE, the ACD device
commands, except for LogIn and LogOut, are
enabled even when the agent is on a call.
The default value is FALSE.
Driver:BusyRightAfterCall TRUE or FALSE If this parameter is set to TRUE, the driver
attempts to make the agent not ready (for more
ACD calls) at the end of an ACD call to give the
agent time to do wrap up. Once the agents have
finished the wrap up, they can explicitly change
state to be ready for more ACD calls.
This parameter can be used on the Nortel
Meridian 1 switch only.

The default value is FALSE.

Driver:LogFileName String If a file name is specified using this parameter,
each Siebel client will write detailed information
about all activity for the active call object into a
log file. Data for Siebel CTI and CallPath
Enterprise activity is logged, including device
events, commands, and command/event data
fields. This data can be useful for debugging.
• 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.

• For Siebel Thin Client for Windows, the log

file is located by default in the Startup
directory of the Web browser being used.

A complete path can be specified along

with the file name, in order to write the
file to a non-default location. For Siebel
Thin Client for Windows, you should
specify a location on the users' local
machines (for example, c:\Temp\cpe.log).

For debugging purposes, the Siebel CTI

log file can be compared with the log file
for the CallPath Enterprise middleware.
In each log file, log records referring to
the same call would contain the same
value for the OriginalCID event data field.

The default value is cpe.log.

Driver:MaxLogKB Number The maximum size of the log file, in kilobytes
When the log file is full, it is emptied
completely, and then logging begins
The default value is 128 KB.
Driver:MixConfTransfer TRUE or FALSE Allows the agent to issue either the
CompleteConference or CompleteTransfer
command regardless of whether the call was
extended using the InitConference or InitTransfer
device command. The parameter must be set to
TRUE for this to be in effect.
The default value is FALSE.
Driver:PhoneIDChanges TRUE or FALSE Specifies whether or not the identity of the
telephone changes after the agent logs on to an
ACD queue using the phone.
On Alcatel OmniPCX 4400 switch, a
phone set assumes the base number as
its DN but after an agent logs on to this
phone, the agent number becomes the
phone's DN. In this case, the parameter
must be set to TRUE.

The default value is FALSE.

Driver:ServerName String Specifies the name of CallPath Enterprise Server.
Refer to CallPath Enterprise Planning, Installation,
and Problem Determination Guide for information
on configuring the CallPath Enterprise Server.
Default value is 7600@localhost.
Setting:AutoLogin TRUE or FALSE Specifies whether or not auto-login is the global
default setting for all users in the CTI
• 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.

• 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.

For more information, see Siebel CTI

Setting:UpdatePhoneStatusTable TRUE or FALSE When an agent's phone state is changed, for
example, by the agent answering a call, the state
is logged to the phone status table, which is used
for administrative purposes. Status information is
displayed in the Telephone Status Administration
view. For more information about this view, see
Siebel CTI Guide.
In a large call center, performance
problems may result if this parameter is
set to TRUE.

By default, this parameter is set to TRUE.

Cresce o mercado para profissionais de BI
João Sidemar Serain (e-mail) tem sólida experiência em Business Intelligence, é pós-graduado em Engenharia
da Informação – FASP (Faculdades Associadas SP)e graduado em Administração de Empresas – UNIABC
(Universidade do Grande ABC). Atualmente trabalha na empresa 7Comm.

Já faz algum tempo que BI (Business Intelligence) vem ganhando força no mercado e, mais do que nunca, as
empresas voltam sua atenção não apenas para as informações operacionais, mas também para a questão
estratégica, permitindo tomadas de decisões com maior precisão e menor risco possível.

Como a maioria das organizações dependem da análise de informações estratégicas para se adequar ao
mercado, fidelizar e conquistar novos clientes, monitorar concorrentes, ou adequar produtos ao seu mercado
alvo, têm a necessidade de um profissional que tenha facilidade em absorver rapidamente as regras de
negócio da empresa, transformando a preciosa fonte de informação que são os dados, em forma de relatórios,
indicadores ou gráficos, que auxiliem os gestores a tomarem decisões rápidas e seguras, com base nas
respostas obtidas pelo BI.

Seguindo esta tendência de mercado e atendendo às demandas empresariais, a pesquisa "Tendências de

Investimento em Business Intelligence & Business Performance Management", realizada pelo IDC
(International Data Corporation), indica que 38 das 148 empresas analisadas (todas com faturamento acima
de 300 milhões de reais) já têm ou estão instalando o sistema e 29 já têm projetos planejados. A grande
vantagem em torno destes sistemas é que eles não custam para as empresas o quanto custaram os sistemas
de gestão empresarial (ERPS), nos quais chegou-se a gastar algumas centenas de milhares de dólares.

Estima-se que o mercado de BI deva crescer cerca de 6 anualmente até 2008, segundo a pesquisa. De olho
neste mercado estão não só empresas que possuem ferramentas específicas de BI ou BPM (Business
Processes Management), e fornecedores de banco de dados, sistemas CRM ou ERP (como Oracle, SAP,
Sybase ou Siebel), como também profissionais atentos a esse mercado e que pretendem se especializar nas
soluções de BI disponíveis no mercado.

O perfil dos profissionais que buscam qualificação em BI, são pessoas que atuam na àrea de dados e tem a
necessidade de formalizar seus conhecimentos. São na sua maioria, analistas e executivos envolvidos no
desenvolvimento de aplicações para tomada de decisão e datawarehouses, àreas de informação, marketing,
vendas, administrativa, financeira ou operacional.

Alguns tem a visão distorcida e limitada sobre BI, achando que engloba apenas os conceitos de criação de
datawarehouses. Por outro lado, existem profissionais que buscam atuar em outras áreas e vêem no
tratamento da informação executiva uma possibilidade de desenvolvimento profissional.

Sem aprofundar muito neste aspecto, está claro que o profissional de BI deve aliar os recursos do banco de
dados ao conhecimento do negócio, fazendo com que cada vez mais os produtos de BI deixem de ser uma
caixa preta, e se tornem um aliado dos gestores da empresa.
Isso faz com que todos os profissionais envolvidos no processo assumam riscos e responsabilidades. No BI
tradicional havia a preocupação em levar informações ao usuário final, no atual, tem-se a preocupação de
criar a inteligência nos processos do negócio.

O processo básico que está por trás de um BI, é identificar padrões nos dados armazenados, e com base
nestes padrões é possível propor análises que possam prever o comportamento de um determinado perfil,
seja cliente, produto, período, etc. Com isso é possível extrair informações importantes para a área financeira,
marketing, segurança, dentre outras.

Além disso, espera-se que estes profissionais entendam como inferir resultados e comportamentos destes
dados, utilizando modelagem estatística, inteligência competitiva, gestão do conhecimento, gestão de
projetos, modelos de negócios, EAI (enterprise application integration), além das ferramentas e conceitos
usuais de ETL, DW e OLAP. Nem sempre o mercado de trabalho usa formalmente o termo "analista de BI",
mas busca profissionais que tenham capacitação para trabalhar com informação executiva.

Mas esses profissionais ainda têm um caminho cheio de desafios a percorrer. Eles devem ter uma carga de
conhecimentos significativa, inclusive para saber como contratar empresas especializadas. Há ainda muitas
dificuldades na implantação e integração de sistemas de BI, sendo que a maior dificuldade encontrada, é a
questão da integração de dados, as aplicações e a qualidade dos dados.

Muitas bases de dados tiveram origem em organizações diferentes (devido ao grande número de fusões e
cisões de empresas) ou foram criadas a partir de migrações de dados de sistemas antigos. Trabalhar dados
com problemas na origem pode ser o Beijo da Morte em BI.

Para quem ainda não tem um sistema de BI na empresa, mas pretende implantar, é preciso ter em mente que
este sistema não pode ser comprado em qualquer loja de informática. Um BI é construído com base nas
características de cada organização. Sua evolução dentro da empresa, depende de sua utilização e aceitação
por parte dos usuários, e o principal objetivo é descobrir maneiras diferentes de atuar no mercado e quais as
mudanças internas devem ocorrer para atender as novas realidades.

Um sistema de BI, ao contrário dos sistemas transacionais, estão em constante manutenção, pois ao longo do
tempo, muitas regras de negócio da empresa podem mudar para atender às expectativas do mercado, e
conseqüentemente as regras do BI também precisam ser ajustadas.

Conhecer mais sobre essa tecnologia permitirá à estes profissionais ampliar sua visão sobre o negócio da
empresa, propor soluções simples, inteligentes e mais confiáveis. Isto permitirá aos administradores de um
sistema BI, maior tranqüilidade e segurança para definirem as metas e adotarem diferentes estratégias para
a organização, conseguindo assim visualizarem antes de seus concorrentes novos mercados e oportunidades,
atuando de maneiras diferentes conforme o perfil de seus consumidores.

Abraço a todos!