Siebel CTI (Computer Telephony Integration) provides voice-channel support for call center agents using Siebel Business

Applications.
CTI capabilities are provided through integration with third-party CTI middle ware packages, such as Avaya, Nortel Networks, Siemens.

Siebel CTI provides integrated inbound, outbound, and transfer call routing based on comprehensive information about the customer, agent, channels, and service
level agreements. Siebel Communications Server supports communications features for Siebel Call Center, Siebel Email Response, and other Siebel Business
Applications. Communications channels supported for Siebel Business Applications include voice, email, Web collaboration (including Web chat and voice-over-
IP), fax, page, and wireless message.

Siebel Communication Toolbar

Quick facts about CTI
Siebel CTI integrates the Siebel Web Client with the CTI middleware and the telephone switch through the Siebel Communications Server infrastructure

Siebel CTI enables an integrated context sensitive “softphone”

The telephone switch provides notification of telephony events through the CTI middleware to the Siebel Communications Server

The Siebel user interacts with the telephone system with the Siebel Web Client

Siebel CTI provides a validated out-of-the-box integration with Siebel CTI Connect for many telephony switch manufacturers.

Siebel CTI provides the Siebel Adaptive Communications API programming layer

Siebel CTI may be used with all Siebel eBusiness base applications

Siebel CTI provides integrated inbound, outbound, and transfer call routing based on comprehensive information about the customer, agent, channels, and service
level agreements, ensuring optimal productivity for each customer interaction. Siebel CTI helps decrease call times and improve customer intimacy. It supports off-
the-shelf integration with popular CTI middleware providers to provide integrated call handling, call tracking, and automated screen pop capabilities with a broad
variety of Automated Call Distributors (ACDs). Siebel CTI includes Siebel Adaptive Communications API, a framework that supports the ability for middleware
vendors, systems integrators, consultants, and customers to integrate additional third-party middleware applications and leverage the features of Siebel CTI.

Product Requirements Siebel CTI does not include any Siebel developed Adaptive Communications API drivers. The customer may purchase Siebel CTI Connect,
which includes the Siebel developed, tested, and validated Adaptive Communications API driver and CTI middleware server software.

Siebel SmartScript and CTI Siebel SmartScript accelerates agent effectiveness with a workflow-based, dynamically generated user interface that helps guide
every interaction with a customer. Siebel SmartScript can be invoked automatically several ways, such as based upon business rules, through screen pops, by
Siebel CTI, or programmatically. By providing agents with a complete set of call script tailored to their customers needs, businesses ensure the quality of calls,
prevent data-entry errors, and reduce training times.

Siebel Communications Server Siebel Communications Server is modules that supports communications features for Siebel Call Center, Siebel Email Response,
and other Siebel Business Applications. Communications channels supported for Siebel Business Applications include voice, email, Web collaboration (including
Web chat and voice-over-IP), fax, page, and wireless message. This section describes email server, fax server, and CTI middleware support for Siebel
Communications Server, and email server support for Siebel Email Manager.

The following modules or features use the infrastructure provided by Siebel Communications Server (communications drivers and profiles, communications
templates, and Communications Outbound Manager and Communications Inbound Manager server components) to send outbound email, fax, or other types of
messages, or to receive inbound email and inbound wireless messages:

1. Send Email (outbound email)

2. Send Fax (outbound fax)

3. Send Wireless Message (outbound wireless message)

4. Siebel eMarketing (outbound email, fax)

5. Communication requests (outbound email, fax, page, wireless message)

6. Siebel Workflow (outbound email, fax, page, outbound and inbound wireless message)

7. Siebel Email Response (inbound and outbound email)

8. Siebel Wireless Messaging (enables SMS and other message formats)

The following modules or features use or extend the infrastructure provided by Siebel Communications Server (communications drivers and profiles, and
Communications Session Manager server component) to support agents using the communications toolbar for the voice, email, or Web collaboration channels:

1. Siebel CTI

2. Siebel CTI Connect

3. Siebel Universal Queuing

4. Siebel Email Response

Siebel CTI Connect server (based on Dialogic CTI middleware modules) runs on Microsoft Windows 2000 & Windows 2003 Server/Advanced Server (CTI refers to
computer telephony integration). When you are using Siebel CTI with Siebel CTI Connect, any application server machines running.