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Avaya Interaction Center

Release 7.2 Avaya IC for Siebel 8 Integration Guide

Release 7.2 May 2009

© 2005-2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Database License (DL). Customer may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicate with no more than a single instance of the same database. Shrinkwrap License (SR). With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as "shrinkwrap" or "clickwrap" license accompanying or applicable to the Software ("Shrinkwrap License"). The text of the Shrinkwrap License will be available from Avaya upon End User’s request (see “Third-party Components" for more information). Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use

certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/ThirdPartyLicense/ Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support

Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 19 19 19 20 21 21 22 22 22 23 23 24 24 25 26 26 27 27 28 29 29 30 30 30 31 31 32 34 35 36 37 38 38 38 38 39 40

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 1: Integration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Differences in terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Selecting an integration between Avaya IC and Siebel . . . Types of Avaya IC for Siebel integrations . . . . . . . . Guidelines for deploying the Hybrid Siebel integration . Guidelines for deploying the Native Siebel integration . Media features . . . . . . . . . . . . . . . . . . . . . . . . Features supported on the voice channel . . . . . . . Features supported on the e-mail channel. . . . . . . Features supported on the Web channel . . . . . . . Features supported for Avaya IC for Native Siebel . . Features not supported for Avaya IC for Native Siebel Architecture overview . . . . . . . . Architecture for Hybrid Siebel . Architecture for Native Siebel. . Communications infrastructure Avaya IC servers . . . . . . . . . Siebel servers . . . . . . . . . . Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Interaction between Avaya IC and Siebel Data exchange . . . . . . . . . . . . . Work delivery and control. . . . . . . E-mail response . . . . . . . . . . . .

Multi-site configurations . . . . . . . . . . . . . . . . . . . . . . Multi-site configuration for Hybrid Siebel . . . . . . . . . . . Multi-site configuration for Native Siebel . . . . . . . . . . . Centralized Siebel complex . . . . . . . . . . . . . . . . . . . The database in multi-site configurations . . . . . . . . . . . EAI in multi-site configurations . . . . . . . . . . . . . . . . . E-mail in multi-site configurations . . . . . . . . . . . . . . . Agents, sites, and Siebel Communications servers. . . . . . Associating a Siebel agent with a communications session .

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Chapter 2: Planning and prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . Supported platforms. . . . . . . . . . . . . . . . . . . Avaya IC server platforms. . . . . . . . . . . . . . Avaya IC-Siebel Integration Support Matrix . . . . Databases . . . . . . . . . . . . . . . . . . . . . . Switches and switch software . . . . . . . . . . . Media channels for Hybrid Siebel configurations . Media channels for Native Siebel configurations . Avaya Agent Web Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

41 41 42 42 43 44 44 44 44 45 45 46 46 46 48 49 51 52 52 53 54 54 55 55 56 57 59 59 59 60 60 61 61 61 62 62 63

Supported languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Prerequisites for installing localized systems . . . . . . . . . . . . . . . . . . . . Avaya IC domain deployment guidelines About domains. . . . . . . . . . . . . AICD domain guidelines. . . . . . . . EAI domain guidelines . . . . . . . . ASIS domain guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Hybrid Siebel login IDs and passwords . . . . . . . . . . . . . . . . . . . . . . . Native Siebel login IDs and passwords . . . . . . . . . . . . . . . . . . . . . . . The installation CDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Avaya IC 7.2 Siebel 8 Integration CD . . . . . . . . . . . . . . . . . . . . . . . The Avaya IC CD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3: E-mail entry method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview of e-mail entry method . . . . . . . . . . . . . . . . . . . . . . . . . . . E-mail entry process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How e-mail replies are handled . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 4: Components within Avaya IC. . . . . . . . . . . . . . . . . . . . . . . . . ASIS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . EAI server . . . . . . . . . . . About the EAI server . . . EAI figure . . . . . . . . . . HTTP/MIME/XML interface. EAI server types . . . . . . Server type limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Avaya IC management tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database Designer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IC Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Workflow Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ORB Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Web Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Definition of Web Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changes for the integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 5: Avaya Agent components . . . . . . . . . . . . . . . . . . . . . . . . . . Avaya Agent architecture . . . . . . Avaya Agent architecture figure Areas of functionality . . . . . . Avaya Agent interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

63 63 64 64 64 65 65 66 66 67 67 68 68 68 69 70 70 72 72 73 73 73 74 75 75 75 76 77 77 77 81 81 81 83 83 84 84 84

Avaya Agent layout file . . . . . . . . . . . . CDL file description . . . . . . . . . . . . The Siebel integration CDL file . . . . . . Differences in the Avaya Agent taskbars

About IC Scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Integration hooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Integration hook handlers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customizing AUX reason codes . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Avaya IC AUX reason codes . . . . . . . . . . . . . . . . . . . . . . . . Using Siebel AUX reason codes . . . . . . . . . . . . . . . . . . . . . . . . . AICDEngine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SendRequest . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Usage example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Wrap-up . . . . . . . . . . . . . . . . . . . . . . Description of wrap-up . . . . . . . . . . . . Integration wrap-up methods . . . . . . . . . Avaya IC wrap-up vs. Siebel wrap-up figure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Description of agent properties. . . . . . . . . . . . . . . . . . . . . . . . . . Siebel integration agent properties. . . . . . . . . . . . . . . . . . . . . . . . Chapter 6: Components within Siebel . . . . . . . . . . . . . . . . . . . . . . . . . . AICD . . . . . . . . . . . . . . . . . . . Overview of the AICD . . . . . . . . AICD and Siebel interfaces . . . . . AICD and Avaya IC interfaces. . . . AICD and interfaces to Avaya Agent Multiple AICDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Integration objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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SCAPI interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Siebel activity records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using EAI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Siebel event logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Siebel user interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Siebel Communications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . Siebel definition file . . . . . . . . . . . . Description of the definition file . . . Commands and events . . . . . . . . About customizing the definition file . Coordinating customizations . . . . . Customizing the definition file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

85 85 86 86 87 87 88 88 88 89 89 89 90 90 91 91 93 93 94 94 95 97 100 103 106 107 107 108 109 110 110 111 111 114 114 115

Siebel Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Smart Answer and Smart Answer Manager . . . . . . . . . . . . . . . . . . . . . Chapter 7: Integration workflows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Avaya IC and Siebel workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . Siebel Advocate workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Siebel Advocate e-mail and chat workflows . . . . . . . . . . . . . . . . . . . Siebel Advocate voice workflow . . . . . . . . . . . . . . . . . . . . . . . . . Siebel palette blocks . . . . . . . . . . . . . . . . . . . . . Create Agent Desktop Data block . . . . . . . . . . . . EAI Get Data block. . . . . . . . . . . . . . . . . . . . . EAI Put Data block . . . . . . . . . . . . . . . . . . . . . EAI Put Data with Attachment(s) block. . . . . . . . . . Additional new blocks in Siebel integration workflows . Voice qualification workflow . . . . . . . Description of the Incoming Call flow Process of the Incoming Call flow . . Sample Incoming Call flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chat qualification workflows . . . . . . . . . . Qualify Chat flow. . . . . . . . . . . . . . . Customer Management workflows for Web Transcript Added workflow . . . . . . . . .

Siebel-first e-mail workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Description of the Analyze workflow . . . . . . . . . . . . . . . . . . . . . . . Sample Analyze workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Chapter 8: Overview of tasks for Hybrid Siebel . . . . . . . . . . . . . . . . . . . . . Chapter 9: Overview of tasks for Native Siebel . . . . . . . . . . . . . . . . . . . . . Chapter 10: Installation and configuration tasks for all channels . . . . . . . . . . . Working with Siebel Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing integration components on Avaya IC . . . . . . . . . . . . . . Where to perform this procedure . . . . . . . . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing the integration components on Avaya IC (Windows) . . . Installing the integration components on Avaya IC (Solaris or AIX) . Designing Avaya Agent databases . . . . . . . . . . . Where to perform these procedures . . . . . . . . Changing the ADL Include Path for ccq.adl . . . . Generating the Windows application . . . . . . . . Changing the ADL Include Path for repository.adl Reconfiguring the IC Repository . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

117 119 121 122 122 122 123 123 123 124 124 125 125 126 128 129 130 130 130 133 133 133 134 136 138 138 138 138 139 141 141 142 144 144 144 145 145 146

Deploying the Avaya Agent task bar (Hybrid Siebel only) . . . . . . . . . . . . . Installing the Avaya Agent task bar . . . . . . . . . . . . . . . . . . . . . . . Installing the Siebel integration help files . . . . . . . . . . . . . . . . . . . . Configuring Avaya IC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the Commit Property Changes window. . . . . . . . . . . . . . . . . . Where to perform these procedures . . . . . . . . . . . . . . . . . . . . . . . Setting Avaya IC properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the home directory for Avaya Agent task bar (Hybrid Siebel only) Installing and configuring an Avaya IC secondary ORB server on Siebel . Where to perform this procedure . . . . . . . . . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Solaris and AIX operating systems. . . . . . . . . . . . . . . . . . . . Procedure for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating a Siebel AICD server . . . . . . . . . . . . . . . . . . . . . . . . . . . . Where to perform this procedure . . . . . . . . . . . . . . . . . . . . . . . . . Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing the AICD . . . . . . . . . . . . Before you begin. . . . . . . . . . . Upgrading Avaya IC . . . . . . . . . Where to perform these procedures Installing the AICD (Windows) . . . Installing the AICD (Solaris or AIX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Configuring the AICD . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . . Where to perform these procedures . . . AICD Siebel administration . . . . . . . . Creating a communication configuration Importing the AICD Siebel configuration. Associating Siebel agents with the AICD Creating a teleset . . . . . . . . . . . . . Adding at least one extension . . . . . . Adding responsibilities to lists . . . . . . Checking the AICD environment (optional) Checking the AICD under Solaris. . . . Checking the AICD under Windows . . Compiling the SRF. . . . . . . . . . . . . . . .

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149 149 149 150 150 151 152 153 153 154 155 156 156 158 158 158 159 159 160 160 160 161 163 164 167 170 171 171 172 175 175 175 175 176 177 177 181 181

Importing a custom eScript for Siebel Universal Agent. . . . . . . . . . . . . . . Where to perform this procedure . . . . . . . . . . . . . . . . . . . . . . . . . Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring ASIS (Native Siebel integration only) Where to perform this procedure . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . . . . Adding ASIS to IC Manager . . . . . . . . . . . ASIS parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring the Avaya EAI servers . . . . . . . . . . . . . . . . . . . . Adding EAI servers to IC Manager . . . . . . . . . . . . . . . . . . Installing a custom integration object . . . . . . . . . . . . . . . . Importing and deploying the Siebel 8.0.0.5 or 8.1.1.0 workflows . . Modifying the eai.cfg file . . . . . . . . . . . . . . . . . . . . . . . Shutting down and restarting the EAI Object Manager component Starting the Avaya IC EAI servers . . . . . . . . . . . . . . . . . .

Chapter 11: Configuring voice qualification workflows. . . . . . . . . . . . . . . . . Building the Avaya voice qualification workflow . . . . . . . . . . . . . . . . . . Where to perform this procedure . . . . . . . . . . . . . . . . . . . . . . . . . Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring workflow servers to use Siebel voice workflows . . . . . . . . . . . Where to perform this procedure . . . . . . . . . . . . . . . . . . . . . . . . . Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 12: Configuring Web chat qualification workflows . . . . . . . . . . . . . . Building the Avaya Web chat qualification workflows . . . . . . . . . . . . . . .

8

Avaya IC for Siebel Integration Guide

May 2009

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Modifying Customer Management workflows for Web . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents Where to perform this procedure . .0. . . . . . . . . . . . . . . . . . . . . . . Configuring the ICM server to run the Transcript Added workflow . . . . . . . . . . . . . . . . . . 181 182 183 183 183 Configuring workflow servers to use Web chat workflows . . . . . . . . . . . . . . . . . . . . . . . . Changing the location of the Transcript Added workflow output file Changing the default transcript-added XSL file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Importing the CommOutboundItemFormApplet. . . . . . Administering the Siebel workflows . Where to perform these procedures . . . . . . . . . . . . . . . Associating the profile with the response group Adding input arguments for the response group . 187 Installing the Web chat qualification workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Importing the CommInboundItemListApplet. . . . . . . . . . Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 Installing eScripts and English error strings on the Siebel server . . . . . .0. . . . . . . . . . . . . . . . . . . . . . Administering workflows for Siebel 8. . . .js file . . . . . 196 Creating and configuring an Avaya IC workflow for Business Advocate for Email197 Creating and configuring a WAA Server for Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the Avaya IC server . . . 195 Building the qualify e-mail workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Siebel to poll the mailbox . . . . . . . . . . . . . . . . . . . . . Avaya IC for Siebel Integration Guide May 2009 9 . . . . . . . . . . . . . . . . . . . Installing localized error strings on the Siebel server (optional) . 201 204 205 206 207 208 210 211 212 212 213 213 214 215 216 Configuring Smart Answer Manager . . . . . . . Creating a response group . Activating the Siebel workflows . . . . . . . . . 198 Creating a default Email Dismiss Reason code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1. . . . . . . . . . . . . . . . . 199 Verifying the Invoke Method on the Send button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194 Configuring the Avaya IC Email server. . . . . . . . . 195 Creating and configuring an Avaya IC workflow . .0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Creating and configuring an Avaya IC workflow for Business Advocate for Chat186 Creating and configuring a WAA Server for Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Procedure . . . 193 Where to perform these procedures . . . . . . . . Enabling Communications Outbound Manager . . . . .js file . .5 and 8. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating a profile . . . Where to perform this procedure . . . . 194 Building the Siebel-first workflow . . . . 188 188 189 190 193 Chapter 13: Configuring an e-mail channel . . . . . . . . . . . . . . . .1. . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AICDs and multihomed hosts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 15: Customizing open data and events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACW Configuration Parameters and Settings Functionalities of ACW . . . . . . . Configure Siebel Browser to view Status text messages . . . From the Siebel Communications Server to the Avaya IC workflows Between agent desktops . . . . . . . . . . . . . . . . Siebel driver configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How open data is passed . . . . SiebelAICD server administration . . . . . . . . . . . . . . . . . . . . . . . . . . Open data example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The AICD library and the SiebelAICD server. . . . . . . . . . . . . . . Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . Configure Siebel Browser to enable sound on incoming work item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using ACW for localized language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the IC . . . . . SiebelAICD selection criteria . . . . . . . . . . . . . . . . . . . . . Definition of open data . . . . . . . . . . 10 Avaya IC for Siebel Integration Guide May 2009 . . . . . . . . . . . . . . . . . . . Chapter 14: New Features. . . . . . . . . . . . . . . . . . . . . . . . . . Configure Siebel Browser to enable Virtual Free Seating . . . . . . . . . . . . . . . . . . . . .Siebel integration Workflows for Japanese Language . . . . . . . . . . . . . . . . . . . . . . . .Contents Where to perform these procedures . . . . . . . . AgentPassword parameter . . . . . . . . . . . Customizing events . . . . . . . . . . . . Open data and the EDU container Open data requirements. . . . . . . . . . . . . . . . . 216 216 217 217 217 219 220 223 223 223 224 224 225 227 229 229 229 230 230 230 231 231 232 234 234 235 236 236 239 240 241 241 242 242 243 243 243 Virtual Free Seating (VFS) Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About customizing Siebel event parameters . . . . . . . . . . . . . . . . . . . . . . open data . . . . . . . . . . . Chapter 16: Overview of deployment options . . . . . Enabling ACW feature . . Siebel configuration parameters and settings. . . . . . . . . . . . . About open data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . From Avaya IC workflows to the Siebel Communication server . . Event parameters vs. . . . . . . . . . . . . . . . . . . . . Assigning a workflow to monitor AICD open data changes . . . . . . Maximum MT Servers parameter . . . . . . . . . . . . . . Configure minimum log out delay for Siebel Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . After Call Work (ACW) Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Figure of example 3 . . . Siebel Communication Failure Notification . . . Figure for example 6. . . . . . . . . logs.Desktop. . .Webclient. . . . . . . Agent. . . . . . . . . . . . . Server log files for AICD and EAI servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CheckForADUValues messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Log files . . . . . . . . . . Example 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Not Logged In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Server Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Siebel log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Figure of example 2 . . . . . . . . .Contents ConfigurationName parameter . . . . . . . . . . . . . . . . . . . Example 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Communication with Core Servers failed . . . Example 3 . . . . . Example 2 . . . . List of configuration examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . Figure of example 4 . . . . . . . . . . . . . . . . .WorkingDirectory messages Cannot logout with active calls . . . . . . . . . ASIS fails to start . . Example 1 . . . . . . . . . . . . . . . . JNDI Naming Exception message . . . . . . . . . . . . . 244 245 245 246 246 247 247 248 248 249 249 250 250 251 251 252 252 253 255 255 255 256 256 257 257 257 258 258 258 258 259 260 261 263 263 263 264 265 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Request failed due to internal error . . . . . Figure of example 1 . . . . . . . . . . . . Siebel Communications Server host setting. . . . . . . . . . . . . . . . . . . . . . . . Chapter 17: Errors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . and troubleshooting . . . . . All buttons on the Siebel toolbar are disabled. . . . . . . . . . . . . . . ServerMode parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Example 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Avaya Agent taskbar fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Avaya IC for Siebel Integration Guide May 2009 11 . . . . . . . . . . . . . . . . . . . . . . . . . Calculating the number of AICD servers . . . Figure for example 5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About setting up example 2 . . . . . CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent log files for the AICD and EAI servers Log files for ASIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . EAI server is unable to read a file attachment . . . . . . . . . . . . . . . . . . . . . . . . . . Agent/Desktop/Email . . . . . . . . . Parameter . . . . . Admin/Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Some of the Avaya IC services do not start . . . . . . . . . . . . . Key-value parameters . . . . . . . . . . . . . . . . . . . . Siebel GUI is unresponsive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix B: AICD commands . . . . . . . Overview of buttons and AICD commands . . . . . Admin/Agent/Voice . . . . . . . . . Siebel toolbar is not visible . . . . . . . . . . . . . . . . . . . . . . . . . . . . Selected vs. . . . . . . . . . . . . . . . . . . Agent/Desktop/ScreenPop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Siebel Communications Toolbar . Admin/Server. . . . . . . . . . . . . . . . . . Agent/Desktop . . . EDU information is lost . . . . . 266 273 274 274 275 275 277 277 278 278 281 281 281 283 283 284 284 285 285 287 287 288 288 288 289 291 292 292 292 293 293 294 294 295 296 296 299 300 Appendix A: Customizing Native Siebel . . . . System/Configuration . . . . . . . . . . Commands and media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Command definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Admin/Agent/Email . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Avaya IC for Siebel Integration Guide May 2009 . . . . . . .Contents Diagnosing and clearing AICD loading problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change Ready State submenu . . . . . . . . . . . . . .Response View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . EAI server errors. . . . . . . . . . . . . . . . . . . . . . . . . . Media channels are not enabled . . . . . . . Replacing English with Thai text in toolbar . . . . . . . . . . . . . . Admin/General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Send Email window . . . . . . . . . . . . . . . . . . . . . Communication Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to access the buttons . . . . . . . . . . . . . Customizing Siebel AUX reason codes . . . . . . . . . . . . AcceptEmail . . Softphone stops responding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent/Desktop/Voice . . . . . . . . . . . . . . . Native Siebel agent properties . . . . . . . . . current work item . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent/Desktop/Webclient/ServiceConnections Agent/Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . CancelConferenceCall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AvayaAgentCommand. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . AgentAvailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CancelEmail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CompleteConferenceWork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ChangeAuxReasonCode . . AnswerCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . CompleteConferenceCall . . . . . AgentUnavailable . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . CompleteConsultTransferCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CancelConsultTransferCall . . . . Parameter . . . Parameter . . . . . . . . . . . . . . . 300 300 301 301 301 301 302 302 302 303 303 303 304 304 305 305 305 306 306 306 307 307 308 308 308 309 309 309 310 310 310 311 311 311 312 312 313 313 313 Avaya IC for Siebel Integration Guide May 2009 13 . . . . . . . . . . . . . . . . . . . Media type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . Media types . . . . . CancelConferenceWork . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents Media type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CancelConsultTransferWork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . Parameter . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AcceptWeb . . . . . . . . . . Parameter . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . .

Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents CompleteConsultTransferWork . . . . . . . . . . . . . . . 314 315 315 315 316 316 316 317 317 317 318 318 318 318 319 319 320 320 320 321 322 322 322 323 323 323 324 324 324 325 326 326 327 328 328 329 329 330 330 14 Avaya IC for Siebel Integration Guide May 2009 . InitConsultTransferWork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . Media types . . DisconnectWork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . InitConsultTransferCall . . . . . . . . . . . . . . . . . . . . . . . . HoldCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . HangupCall . . EmailUnavailable . . . ForwardEmail . . . . . . . . . . . . InitConferenceCall . . . . . . . . . . . . . . . . . . Media types . . . . . Parameter . GetEDUData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . Media type . . . . . . . . . . . . . . . . . . . . . . . . . Media types . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ForceLogout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . InitConferenceWork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . EmailAvailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DeferEmail . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . HoldReconnectCall . . . . . . . . . . . . . . Parameter . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . SendNewEmail . . . . . . . . . . . . . . . ResetVoiceChannel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ResetEmailChannel . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331 331 332 332 332 333 333 333 334 334 334 335 335 335 335 336 337 337 337 337 338 338 338 339 339 339 340 340 340 340 340 341 341 341 341 342 342 342 343 Avaya IC for Siebel Integration Guide May 2009 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . RecoveryPop . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . NewOpenData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . MuteTransferCall. . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . SendDTMF . . . . . . . . . ReleaseWork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . MuteTransferWork . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logout . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . Media type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Login . . . . . . . . . . . . . . SendEmail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents Parameters . . . . . . . . . . . . . . ReplyEmail . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ResumeEmail . . . . . . . . . . . . . . . Media type . . . . . . . . . . . Media type . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media type . . . . . . . . . . . . . . . . MakeCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . 16 Avaya IC for Siebel Integration Guide May 2009 . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . OnCallConference . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnCallBusy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Common e-mail event parameters Common Web event parameters . . . . . . . . OnCallConnect . . . . . . . Open event parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . WebUnavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Event parameter groups. . . . . . . . . . . . . . . . . Appendix C: AICD events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . VoiceUnavailable. . . . . . . . . . . . VoiceAvailable . . . . . . . . . . . . . . . . . . . . . . . . . . . OnCallIncoming . . . . . . Parameters . . . . . . . . . . . . . . Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . SetEDUData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents SetCurrentWorkItem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Common event parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnCallDisconnect . . . . . . . . . . Parameters . . . . . . OnCallDrop . . . . . . . . . . . . . . . . . . . . OnCallAbandonded . . . . . . . . . . . . . . . . . . . . . . . . . . . About events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . WebAvailable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . Parameters . . . . . . . . . . . Common call event parameters. . . 343 344 344 345 345 346 346 346 346 347 347 347 347 348 349 350 350 351 351 352 352 352 353 353 354 354 354 354 355 355 355 355 356 356 356 356 357 357 OnAvayaAgentEvent . . . . . . . . . . . . ShowStatusText . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . 357 358 358 358 359 359 359 359 360 360 360 361 361 362 362 362 363 363 363 364 364 365 365 365 365 366 366 366 366 367 367 367 368 369 369 369 369 370 Avaya IC for Siebel Integration Guide May 2009 17 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnWorkConnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnEmailForward . . . . . . . . . . OnSiebelWrapUp. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnEmailDeferred. . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . OnEmailReply . . . . . . . . . . . . . Parameters . OnCallQueued . . . . . . . OnCallRinging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnLogoutAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnCallTransfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . OnGetEDUData. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnNewOpenData. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnEmailSend. . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnEmailCancel. . . OnChangeCurrentWorkItem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnCallHoldReconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnLoginAgent . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents OnCallHold . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . Parameters . . . . . . . . . . . . . OnNewWorkItem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . OnWorkConference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Avaya IC for Siebel Integration Guide May 2009 . . Get Contact and Put Contact Get Service Request . . . . . . . . . OnWorkTransfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Get and Put Data . . . . . . . . . . . . . . . . . . . . . . . . . Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370 371 371 372 372 373 375 377 379 379 380 380 380 381 381 382 382 383 383 385 386 388 390 392 393 394 395 396 398 399 399 400 403 409 Appendix G: Driver parameters. . . . . . . . . . . . . . . . . . .Contents OnWorkDisconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix F: EAI Get and Put operations . . . . . . . Put Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix D: TS call events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Get Order Entry . About driver parameters . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . Names . . . . . . . . . . Get Quote. . . . . . . . . . . . . . . AICD driver parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Get Action . . . . . . . . . . . . . . . Example . . . . . . . . . . Required fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Put Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About customizing Get operations . . . . . . . . . . . . . . . . . . . . . . . . Appendix E: Media types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OnWorkItemRemove. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parameters . . . . . . . . . . . . . . . . . . Get Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About customizing Put operations . . . . . . . . . . . Creating an integration object to query on a multi-value field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Glossary Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Put Quote. . . . . . . . . . . . . . . . Put Order Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Put Opportunity . .

5 and 8.Preface This section contains the following topics: ● ● ● ● Purpose on page 19 Audience on page 19 Availability on page 19 Related documents on page 20 Purpose The Avaya Interaction Center for Siebel integration combines Avaya Interaction Center (IC) Release 7. http://www. Availability Copies of this document are available on the Avaya support Web site.avaya.0.0 applications.1.2 with the Siebel 8.1. Note: Avaya IC for Siebel Integration Guide May 2009 19 . Audience This guide is intended primarily for technicians who must integrate an Avaya IC with a Siebel application. The integration of Avaya IC with Siebel allows you to use the customer management features in the Siebel software and the features in Avaya IC that automate the processing of customer contacts.0. Note: There is no charge for downloading documents from the Avaya Web site.com/ support.

Preface Related documents To obtain related documents. see: ● The Siebel Bookshelf CD-ROM for the product documentation set for Siebel eBusiness Applications. IC Installation and Configuration IC Installation Planning and Prerequisites ● ● 20 Avaya IC for Siebel Integration Guide May 2009 .

in any of the following media channels: ● Voice (telephone call) ● E-mail ● Chat (Web chat) Because of the continuous exchange of data between the two systems. is the name of the parameter being conveyed. This document uses the Avaya IC terminology except when referring to Siebel components. Avaya IC term Customer Contact Siebel term Contact Work item Description Person initiating the interaction with the agent. or name. this document uses the terms contact and work item interchangeably. Data that represents information about a contact or work item. see Key-value parameters on page 292. The key. Available Not Available Name-value couple Ready Not Ready Key-value parameter Avaya IC for Siebel Integration Guide May 2009 21 . A single interaction with an Avaya IC customer. For more information.Chapter 1: Integration overview This section provides a high-level overview of how the Avaya IC for Siebel integration works and includes the following topics: ● ● ● ● ● ● ● Differences in terminology on page 21 System description on page 22 Selecting an integration between Avaya IC and Siebel on page 22 Media features on page 24 Architecture overview on page 27 Interaction between Avaya IC and Siebel on page 31 Multi-site configurations on page 35 Differences in terminology Avaya IC and Siebel use the following terms that are applied differently in the two systems. Terms that describe agent availability for receiving work items.

are installed on the agent desktop as part of the Avaya IC software.2 with the Siebel 8 applications. and its integrated component the Web Agent. Selecting an integration between Avaya IC and Siebel This section describes how to select the appropriate integration between Avaya IC and Siebel for a specific contact center. see Avaya IC for Siebel User Guide. This integration allows agents to interact with a customer in an individualized manner because agents can: ● ● ● Receive work items that are appropriate for their set of skills Perform contact work in multiple media channels Access any historical data about work previously performed for a specific customer Related topics For more information about how agents process work items. This integration supports all channels. The integration of Avaya IC with Siebel allows you to use the customer management features in the Siebel software and the features in Avaya IC that automate the processing of customer contacts. voice. agents can interact with customers of the contact center and handle contacts on all channels. the desktop user interface consists of a Siebel call center internet browser window and an Avaya Agent task bar window. The Avaya Agent task bar interface. e-mail. 22 Avaya IC for Siebel Integration Guide May 2009 . This section includes the following topics: ● ● ● Types of Avaya IC for Siebel integrations on page 22 Guidelines for deploying the Hybrid Siebel integration on page 23 Guidelines for deploying the Native Siebel integration on page 23 Types of Avaya IC for Siebel integrations Avaya IC supports the following types of Avaya IC for Siebel integrations: Hybrid Siebel integration: In an Avaya IC for Siebel integration.Chapter 1: Integration overview System description The Avaya Interaction Center for Siebel integration combines Avaya Interaction Center (IC) release 7. For more information. With Avaya Agent and Web Agent. The integration of Avaya IC with Siebel allows you to use the customer management features in the Siebel software and the features in Avaya IC that automate the processing of customer contacts. see Avaya Agent components on page 65. and chat.

● ● ● Related topic For more information. deploy this integration if agents need to: ● ● ● Handle web-based interactions. Guidelines for deploying the Native Siebel integration For the Native Siebel integration. Does not want to install and run the Avaya Agent task bar on the agent desktop. The viewer and tools enable agents to easily view and select accepted work items. The agent interface for the Native Siebel integration runs in a Web browser on the agent desktop. Have access to the Avaya Agent EDU viewer and customer history viewer. The Native Siebel user interface does not support web-based interactions. For example.Selecting an integration between Avaya IC and Siebel Native Siebel integration: Thin-client Siebel provides the entire desktop user interface for an Avaya IC for Siebel integration. see Media features on page 24. The Native Siebel user interface does not display this information. see Media features on page 24. such as chats. Deploy the Native Siebel integration if the contact center: ● Needs to handle only voice and email interactions. Have access to the Avaya Agent work item viewer and work item selection tools. Does not need agents to have access to the Avaya Agent EDU viewer and customer history viewer that are not supported in the Native Siebel user interface: Does not need agents to have access to the Avaya Agent work item viewer and work item selection tools that enable agents to easily view and select accepted work items. Avaya IC provides voice and e-mail work item routing and data collection reporting that occurs in the background. Guidelines for deploying the Hybrid Siebel integration For the Hybrid Siebel integration. every agent desktop includes the Siebel agent running in a browser window. The Native Siebel integration does not require the installation of the Avaya Agent task bar interface on the agent desktop. Related topic For more information. every agent desktop includes the Siebel agent application running in a browser window and the Avaya Agent task bar installed on the desktop. Deploy the Hybrid Siebel integration if the contact center requires the features supported by the Avaya Agent task bar. Avaya IC for Siebel Integration Guide May 2009 23 .

24 Avaya IC for Siebel Integration Guide May 2009 . transfer. conference. hold. Siebel Communications Toolbar for phone functions: Agents use the toolbar for softphone functions.Chapter 1: Integration overview Media features This section includes the following topics: ● ● ● ● ● Features supported on the voice channel on page 24 Features supported on the e-mail channel on page 25 Features supported on the Web channel on page 26 Features supported for Avaya IC for Native Siebel on page 26 Features not supported for Avaya IC for Native Siebel on page 27 Features supported on the voice channel The Avaya IC for Siebel integration supports the following voice channel features: Heterogeneous switch support : Agents can transfer and conference telephone calls regardless of switch type or location. and so on. Business Advocate support: Business Advocate is used for switch and host-based call-routing support. Screen pop into the Siebel agent desktop : Screen pops display customer information in the Siebel desktop when agents accept a work item or activate a work item. such as answer. Interactive Voice Response (IR) support: Callers can choose from a list of prerecorded voice messages. Multimedia work items: Agents can associate a phone call or a Voice over Internet Protocol (VoIP) call with a Web chat session. take off hold.

E-mail history stored in the Siebel database and linked to the customer Note: When the Avaya IC Web Agent is set to Siebel mode. Avaya IC uses the following features: ● ● ● ● ● Post Office Protocol 3 (POP3) WebACD routing Avaya Business Advocate routing Push mode delivery of customer e-mail contacts to agent desktop Blended delivery to a common desktop interface for e-mails blended with other work items Siebel for e-mail response and Siebel Content Analysis Siebel provides the e-mail responses and Content Analysis that includes: ● ● ● ● Auto-acknowledgements Suggested responses Auto-responses E-mail presentation to the agent through the Siebel user interface Siebel desktop receives the e-mail The Siebel desktop receives the e-mail work item that can include: ● Siebel templates so that agents can use messages that have already been created and approved for specific situations. the e-mail controls are removed from the interface. ● Note: Avaya IC for Siebel Integration Guide May 2009 25 .Media features Features supported on the e-mail channel The Avaya IC for Siebel integration e-mail channel functions as follows: ● ● ● Avaya IC for e-mail receipt and routing on page 25 Siebel for e-mail response and Siebel Content Analysis on page 25 Siebel desktop receives the e-mail on page 25 Avaya IC for e-mail receipt and routing Avaya IC provides for the receipt and the routing of e-mail.

Collaboration. and reporting E-mail work item routing to an agent in response to a request from Siebel. Work item control functions using the Siebel Communications Toolbar. and so on. forms assist.VoIP . ● ● ● ● ● ● Features supported for Avaya IC for Native Siebel Avaya IC provides the following features and functions in an Avaya IC for Native Siebel integration: ● ● ● Inbound voice contact handling. 26 Avaya IC for Siebel Integration Guide May 2009 . Downloadable caller-side applet for customer Web chat interface DataWake for tracking customer activity within a Web site Web Agent Client interface Web chat transcript saved in the Siebel database Integrated with Siebel Web engine for Web applications Web Scheduled Callback allows customers to schedule a date and time for an agent to call them. The Avaya IC for Siebel integration supports the following Web channel features: ● ● Avaya IC Web automatic call distributor (ACD) for logic and agent selection The Internet Call Manager (ICM) server enables the following communication and collaboration functionality: .Public Switched Telephone Network (PSTN) callback .Chapter 1: Integration overview Features supported on the Web channel Note: Note: Only Hybrid Siebel integrations currently support a Web channel. transcript.Web chat . such as page push. routing.

agents cannot control task load settings Channel indicators that describe the health of the channel. such as failed.Architecture overview Features not supported for Avaya IC for Native Siebel The following features and functions are not supported in an Avaya IC for Native Siebel integration: ● ● ● ● ● ● Web channel support Outbound Contact .agents cannot manually control channel loads Manual task load settings . such as pre-formatted e-mails Out-of-the-box agent unavailable reason codes ● ● ● ● Architecture overview This section includes the following topics: ● ● ● ● ● ● Architecture for Hybrid Siebel on page 28 Architecture for Native Siebel on page 29 Communications infrastructure on page 29 Avaya IC servers on page 30 Siebel servers on page 30 Clients on page 30 Avaya IC for Siebel Integration Guide May 2009 27 . suspended. and so on.auto-answer is automatically turned off E-mail resources normally supported by Avaya IC. Buttons display the status of the channel to the agent. Agent-selectable manual-in or auto-in modes for voice work items Selectable voice auto-answer .agents can only login and logout Manual control of channel loads .also not supported for Hybrid Siebel Per channel login and logout .

28 Avaya IC for Siebel Integration Guide May 2009 .Chapter 1: Integration overview Architecture for Hybrid Siebel The following figure shows the major parts of a Hybrid Siebel integrated system.

These servers: ● ● ● Support the delivery of various media-channel communications to the contact center Can run Avaya-provided switch software Can run software from other vendors. such as Microsoft Exchange The software on these servers is provided separately from the Avaya IC for Siebel integration software. Avaya IC for Siebel Integration Guide May 2009 29 .Architecture overview Architecture for Native Siebel The following figure shows the major parts of a Native Siebel integrated system. e-mail. Communications infrastructure The communications infrastructure includes the PBX. fax. Avaya Interactive Response (IR). and Web servers.

only a browser is required at the client to interact with the system. Related topic For more information about Siebel servers. You must enhance this software to support the Avaya IC for Siebel integration. This portion of the system also includes any physical communication devices used by agents. and the Directory Server maintains an accurate list of agents and servers on the system. the Telephony Server links Avaya IC to computer telephony integration products. see the Siebel documentation. Clients Clients refers to all of the client machines in the system. For example. For Avaya IC. Related topic For more information about Avaya IC servers. such as telephone sets. such as private branch exchanges. see: ● ● AICD and Avaya IC interfaces on page 83 IC Administration Volume 1: Servers & Domains Siebel servers The Siebel servers refer to all of the servers on the Siebel system. To support the Avaya IC for Siebel integration.Chapter 1: Integration overview Avaya IC servers The Avaya IC servers refers to all of the servers that comprise the Avaya IC system. you must install software on the client. Software from both Siebel and Avaya may reside on the client. Avaya provides software that runs on the Siebel application servers. In the case of Siebel. 30 Avaya IC for Siebel Integration Guide May 2009 .

or Web chat customer contact arrives in Avaya IC and a workflow starts to process that contact. e-mail.Interaction between Avaya IC and Siebel Interaction between Avaya IC and Siebel There are three main types of interactions between Avaya IC and Siebel: ● ● ● Data exchange on page 31 Work delivery and control on page 32 E-mail response on page 34 Data exchange Data exchange is the movement of information between Avaya IC and the Siebel databases. A voice. Data exchange description The data exchange process works as follows: 1. Data exchange figure The following figure shows the data exchange software architecture. Avaya IC for Siebel Integration Guide May 2009 31 .

The requested data is retrieved from the Siebel database and sent back to Avaya IC through the EAI server. Related topics For more information about data exchange components. This coordination involves synchronizing the Siebel desktop with Avaya Agent or ASIS during the following events: ● ● ● ● Delivering work initially. The workflow can optionally store the data in the EDU. On the Siebel side. For example. The EAI block calls the EAI server to request the data transfer. 6. an EAI Get Data block retrieves a previous contact record from the Siebel database that is associated with the current customer contact. The EAI server maintains HTTP and XML-based EAI sessions with Siebel to perform the transfer. 5. Siebel workflows may need to be called to perform special operations on the data. For example. 3. The workflow calls EAI-specific blocks to interact with Siebel. 4. the Siebel EAI adapter processes the inbound HTTP request. the workflow may determine how the contact should be routed. For more sophisticated types of data transfer operations. see any of the following topics: ● ● Integration workflows on page 91 EAI server on page 59 Work delivery and control The work delivery and control function coordinates the delivery of work to the agents. The Avaya IC workflow processes the data. such as a screen-pop Completing work Switching between work items Transferring work items 32 Avaya IC for Siebel Integration Guide May 2009 .Chapter 1: Integration overview 2.

Avaya IC for Siebel Integration Guide May 2009 33 .Interaction between Avaya IC and Siebel Delivery and control for Hybrid Siebel The following figure shows the overall work delivery and control architecture for a Hybrid Siebel integration.

and e-mail suggested responses. e-mail auto-acknowledgements. including e-mail presentation. see E-mail entry method on page 55. Related topics See one of the following topics for more information about the work delivery and control components: ● ● AICD on page 81 SCAPI interface on page 85 E-mail response E-mail response refers to all Siebel e-mail response functionality. 34 Avaya IC for Siebel Integration Guide May 2009 . Related topic For more information. auto-responses. Siebel Content Analysis.Chapter 1: Integration overview Delivery and control for Native Siebel The following figure shows the overall work delivery and control architecture for a Native Siebel integration.

and Siebel Communications servers on page 39 Associating a Siebel agent with a communications session on page 40 Avaya IC for Siebel Integration Guide May 2009 35 . sites.Multi-site configurations Multi-site configurations In an integrated Avaya IC and Siebel environment. the entire integrated system is designed to operate in a multi-site environment. This section includes the following topics: ● ● ● ● ● ● ● ● Multi-site configuration for Hybrid Siebel on page 36 Multi-site configuration for Native Siebel on page 37 Centralized Siebel complex on page 38 The database in multi-site configurations on page 38 EAI in multi-site configurations on page 38 E-mail in multi-site configurations on page 38 Agents.

Chapter 1: Integration overview Multi-site configuration for Hybrid Siebel The following figure shows an example of a multi-site Avaya IC for a Hybrid Siebel integration. 36 Avaya IC for Siebel Integration Guide May 2009 . While only three sites are shown in this figure. your system can contain many more sites.

While only three sites are shown in this figure. your system can contain many more sites. Avaya IC for Siebel Integration Guide May 2009 37 .Multi-site configurations Multi-site configuration for Native Siebel The following figure shows an example of a multi-site Avaya IC for a Native Siebel integration.

This facilitates easy access to all customer data in the database regardless of where the agent is located. 38 Avaya IC for Siebel Integration Guide May 2009 . EAI in multi-site configurations Each site that needs to access Siebel EAI data must have an EAI server. the system already allows multiple instances of the servers to exist within a single system. That is. customers need to set up a centralized Siebel complex that all agents access through their Web browser. These servers implement mechanisms whereby a client needs to interact with only one server. Similarly for Avaya IC. there is only one logical instance of the Siebel database. Additionally. but this is not required. you should have high bandwidth and stable connections through the network connection to the centralized Siebel complex. All access to EAI servers should be available throughout the Wide Area Network (WAN).Chapter 1: Integration overview Centralized Siebel complex Siebel requires that all of their application servers are co-located with the Siebel database and Siebel Web server. but may obtain information that is actually resident in another instance of the server. Reliable. E-mail in multi-site configurations Configure one of the sites in the complex as the entry point for e-mail. there is only one database for customer and agent information for the entire system. the ADU and EDU servers in the system are knowledgeable about and share their information with all other ADU and EDU servers in the entire system. The database in multi-site configurations In Siebel. even in a multi-site environment. high-speed Wide Area Network (WAN) connectivity between sites and to the centralized Siebel complex are required. Therefore. You can co-locate the IC Email server with Siebel in a Siebel data center or centralized complex. the centralized Siebel complex should reside at one of the contact center sites. Also. In the case of EDU and ADU servers. Typically. Avaya IC workflow blocks can access customer information from any site.

Use this method for the following reasons: ● Reduces the number of proxies incurred by the ADU and EDU servers and allows the AICD to use the best available ADU and EDU servers for servicing the agents and contacts at a particular site. Plan carefully to ensure that the chosen configuration is appropriate for your particular customer implementation and application. Helps define appropriate failover paths for requests to these servers made by the AICD. configure the Communication servers in accordance with the individual Avaya IC agent domains. Using fixed agent-to-Communication server assignments You can choose to use fixed agent-to-Communication server assignments to associate Communication server instances with particular sites. However. Related topic For more information. see the Siebel documentation. However.Multi-site configurations Agents. The Avaya IC for Siebel integration is flexible in terms of how to associate agents at different sites across multiple Siebel Communication servers and associated AICD instances. If multiple Avaya IC agent domains are associated with a site. configure agents from only one site to use that Communication server instance. Not using fixed agent-to-Communication server assignments You can choose not to use fixed agent-to-Communication server assignments. or the agents can be configured to use one of many Communication server instances. Avaya IC for Siebel Integration Guide May 2009 39 . sites. and Siebel Communications servers A multi-site system configuration typically involves multiple Siebel Communications server instances running across multiple Siebel servers. and the overall performance of the Avaya IC system can be slightly reduced as a result. For example. these types of configurations can use load balancing software to better balance the load across multiple Siebel servers. these configurations are more flexible compared to configurations requiring a one-to-one relationship between Communication server and sites. ● To associate a Communication server instance with a site. With this method. Agents at each site can be fixed to particular Communication server instance using Siebel administration. more EDU and ADU server proxys will occur in such configurations. The selection of a Communication server for a particular agent login session also determines the AICD driver instance that is associated with the session. you do not have to associate Communication server instances with particular sites. Agents at any site can use any Communication server and AICD instance to log in and perform work. Use of load balancing software allows assignment of agents to the most appropriate Communication server dynamically upon login. if possible.

if this default association is changed. EnterpriseServer . Siebel uses the Communications Session Manager that runs on the same machine as the agent Application Object Manager. create multiple Siebel communication configurations by modifying the following Computer Telephony Interface (CTI) parameters: ● GatewayAddress . For example.Specify the Siebel Gateway.Chapter 1: Integration overview Associating a Siebel agent with a communications session Normally. ● ● ● 40 Avaya IC for Siebel Integration Guide May 2009 . For example. specify a value such as siebel for this parameter.Specify the Communications Session Manager. This parameter is optional. the Siebel Server.Specify the Siebel Request Server. specify a value such as gateway-host for this parameter. RequestServer . However. specify a value such as server-host for this parameter. specify a value such as CommSessionMgr for this parameter. For example. CommSessionMgr . For example.Specify the Siebel Enterprise Server.

Avaya Interaction Center supports integration with the following versions of Siebel: ● ● Siebel 8.Chapter 2: Planning and prerequisites This section describes the information and materials you will need to plan an Avaya IC for Siebel integration and the prerequisite tasks. This section includes the following topics: ● ● ● ● ● ● Avaya IC server platforms on page 42 Databases on page 43 Switches and switch software on page 44 Media channels for Hybrid Siebel configurations on page 44 Media channels for Native Siebel configurations on page 44 Avaya Agent Web Client on page 44 Avaya IC for Siebel Integration Guide May 2009 41 .1.0.0 This section includes the following topics: ● ● ● ● ● ● ● ● Supported platforms on page 41 Supported languages on page 45 Prerequisites for installing localized systems on page 45 Avaya IC domain deployment guidelines on page 46 Hybrid Siebel login IDs and passwords on page 51 Native Siebel login IDs and passwords on page 52 The installation CDs on page 52 Security on page 54 Supported platforms All of the software described in this section must be purchased separately.5 Siebel 8.1.0.

5 Client SQL 2005 Oracle 10 Oracle 11 Oracle 10g Oracle 11g Hybrid Native 8.3 as a secondary ORB Avaya IC-Siebel Integration Support Matrix Siebel Version Siebel O/S IC 7.5 Windows 2003 SP2 (32 BIT) Solaris 10 (64 bit) AIX 5.0.1.2 Platform Coverage for Siebel W2K3 (32 bit) Solaris10 (64 bit) AIX 6.5 and 8.3 (64 bit) ST SN SN SN SN SN ST ST SN SN SN SN SN SN ST SN ST SN SN ST* (WIth Siebe l on DB2 9.1.0.0.1) ST ST ST ST 42 Avaya IC for Siebel Integration Guide May 2009 .1. as Siebel 8.Chapter 2: Planning and prerequisites Avaya IC server platforms For Avaya IC server platforms and Avaya IC pre-requisites refer to the section "Required software for Avaya IC for Siebel 8.0.0.0.1.3.1 (64 bit) DB2 9.0" in the IC Installation Planning and Prerequisites Guide. therefore IC 7.5 and 8.0 are supported and running on AIX 5. ! Important: Important: For IC-Siebel integration.2 needs to be installed on AIX 5.

0. see the Siebel documentation.2 with Siebel 8.0. see: ● ● IC Installation Planning and Prerequisites The Siebel documentation Avaya IC for Siebel Integration Guide May 2009 43 .0 Windows 2003 SP2 (32 bit) Solaris 10 (64 bit) AIX 5.1. Databases For information about supported Avaya IC and Siebel databases.3 (64 bit) ST SN SN SN SN SN ST ST SN SN SN SN SN SN ST SN ST SN SN ST* (WIth Siebe l on DB2 9.5 and 8.2 Platform Coverage for Siebel W2K3 (32 bit) Solaris10 (64 bit) AIX 6.1 (64 bit) DB2 9.1. Related topic For more information about hardware and software requirements for Siebel server platforms.1) ST ST ST ST SN: Supported and Not Tested ST: Supported and Tested ! Important: Important: For Siebel 8.1.1.Supported platforms Siebel Version Siebel O/S IC 7.5 and 8.5 Client SQL 2005 Oracle 10 Oracle 11 Oracle 10g Oracle 11g Hybrid Native 8.0 pre-requisites refer to the Siebel Bookshelf.1.0.0. Note: Note: IC 7.0 integration supports VMWare ESX and VMWARE ESXi.1.

includes support for Interactive Voice Response (IVR) interaction Voice over Internet Protocol (VoIP) IP text chat Assisted Web browsing .these are supported as e-mail attachments only.Fax .Web forms .not interactive Avaya Agent Web Client The Avaya IC for Native Siebel integration does not support the Avaya Agent Web Client.includes support for Interactive Voice Response (IVR) interaction Voice over Internet Protocol (VoIP) E-mail .Documents . Media channels for Hybrid Siebel configurations The following media channels are supported in an Avaya IC for Hybrid Siebel integration: ● ● ● ● ● ● PBX voice .these are supported as e-mail attachments only. not as separate channels: .Web forms . see Telephony Connectors Programmer Guide. not as separate channels: .not interactive Media channels for Native Siebel configurations The following media channels are supported in an Avaya IC for Native Siebel integration: ● ● ● PBX voice .includes agent and customer interactive Web forms Web callbacks E-mail .Documents .Chapter 2: Planning and prerequisites Switches and switch software For more information on switches and switch software. 44 Avaya IC for Siebel Integration Guide May 2009 .

(Buddhist Era) Date Formats Thai word wrap on the Website Prerequisites for installing localized systems You can install Siebel on a supported operating system written in any supported language.2 of Avaya IC for Siebel 8. For more information. 2.5 and Siebel 8. Setup Avaya IC for the localized language as described in IC Installation and Configuration.1.0 supports the following languages: ● ● ● ● ● ● ● ● ● ● Simplified Chinese English German French Italian Spanish Portuguese Japanese Korean Thai Thai language support does not include the following: ● ● ● ● ● ● Document searches in Web Self-Service Spell checking Content Analyzer AIX operating systems Thai B. Avaya IC for Siebel Integration Guide May 2009 45 .1.Supported languages Supported languages Release 7.0. Install Siebel using English as the base language and add the local customer language as an additional language. Consider the following prerequisites before installing a localized system: 1. see the Siebel documentation.0. E.

The AICD and EAI are considered Siebel integration servers. you do not have to create any new Avaya IC domains. or because the server has stopped. and ConfigurationName meticulously in order to suit your specific site needs. the servers in the failover domains are tried in the order in which they were prescribed. For all types of configurations. see IC Installation Planning and Prerequisites guide. each domain is administered with a set of failover domains. Related topic For a description of the deployment guidelines for the Avaya IC domains. ServerDomain. either because the network path is lost. and there may be more than one AICD in a Siebel system. During Avaya IC installation. ServerUUID. except for integrations that use load balancing software. Each Siebel integration server is administered as an Avaya IC VESP server and assigned to an Avaya IC domain. 46 Avaya IC for Siebel Integration Guide May 2009 . Within the AICD. This section includes the following topics: ● ● ● ● About domains on page 46 AICD domain guidelines on page 46 EAI domain guidelines on page 48 ASIS domain guidelines on page 49 About domains Installers create Avaya IC domains to partition Avaya IC servers into groups that can improve communication paths between clients and servers. For most integrations. they can also be used to specify failover communication paths between servers and clients.Chapter 2: Planning and prerequisites Avaya IC domain deployment guidelines This section provides suggestions for creating effective domains for the Siebel integration servers. Performance is enhanced when unnecessary Wide Area Network (WAN) hops are avoided. a unique AICD agent session services a single agent. If communications are broken. AICD domain guidelines A single Adaptive Interaction Center Driver (AICD) may service many agents. use the AICD driver parameters. Proper domain structure can improve performance by avoiding unnecessary communication hops between servers and clients. These guidelines will help you choose the best Avaya IC domain. Once Avaya IC domains have been created.

see AICD driver parameters on page 400. The load balancing software will automatically direct an agent login request to the appropriate server to balance the load across the Siebel servers. configure the AICD so that Siebel agents in domain A use the AICD for domain A. Administer the Siebel server to segregate the agents among each multi-site domain. This Siebel administration ensures that agents at site X use the AICD server for Avaya IC domain X. Multi-site configurations The following table provides a list of the AICD domain guidelines for multi-site configurations. If you have more than one AICD server for your site. Reason ● ● ● Ensures that the AICD uses the same EDU and ADU server as Avaya Agent or ASIS Eliminates the proxy of requests and events between EDU servers and between ADU servers Ensures that the AICD uses the same failover domain path as Avaya Agent or ASIS For integrations using load balancing software create a separate domain for the AICD servers. Single-site configurations The following table provides a list of the AICD domain guidelines for single-site configurations.Avaya IC domain deployment guidelines Related topic For more information. configure each AICD server to be in a separate agent domain. Reason ● ● ● Ensures that the AICD uses the same EDU and ADU server as Avaya Agent or ASIS Eliminates the proxy of requests and events between EDU servers and between ADU servers Ensures that the AICD uses the same failover domain path as Avaya Agent or ASIS The load balancing software will automatically direct an agent login request to the appropriate server to balance the load across the Siebel servers. Avaya IC for Siebel Integration Guide May 2009 47 . For integrations using load balancing software create separate domains for each AICD server. Guideline Configure a separate AICD for each primary agent domain where you have one primary agent domain at each Avaya IC site. configure the AICD server to reside in the primary agent domain. For example. Guideline If you have one AICD server for your site.

Chapter 2: Planning and prerequisites Related topics For more information. If an EAI server of the same type is duplicated in an Avaya IC domain. This enhances performance by segregating requests for each media type. Reason VESP uses the Avaya IC domain and VESP interface type to unambiguously resolve Avaya IC workflow requests to the EAI server. These are domains that contain Telephony Server (TS). ● ● Ensures that the Avaya IC workflows associated with each media type use a unique set of EAI servers. For example. the duplicated EAI server will never be used. Ensures that Avaya IC workflow requests failover to another set of EAI servers if EAI and EAIWorkflow servers are configured in the failover domains. Related topics For more information. WebACD. Install an EAI and EAIWorkflow server in every Avaya IC domain that contains an Avaya IC Workflow server. Guideline Configure only one instance of a given type of EAI server per domain. do not place two EAIWorkflow servers in the same domain. see the following topics: ● ● Configuring the AICD on page 149 AICD on page 81 EAI domain guidelines The following table provides a list of the Enterprise Application Integration (EAI) domain guidelines. see the following topics: ● ● EAI server types on page 61 Adding EAI servers to IC Manager on page 164 48 Avaya IC for Siebel Integration Guide May 2009 . and IC Email servers.

If you have two domains (A and B). Ensures that the AICD uses the agent’s domain for the session and thus connects to ASIS for that domain. ● Set up your system so that failovers are contained within each site. Ensures that ASIS follows the same failover path as the AICD and the other Avaya IC servers in the same domain. AICD (n) .Avaya IC domain deployment guidelines ASIS domain guidelines The following table provides a list of the Agent Server for Integration with Siebel (ASIS) domain guidelines for Native Siebel configurations. configure the ASIS server to reside in the primary agent domain.(m) ASIS . Ensures that ASIS uses the same failover domain path as the AICD. Guideline If you have one ASIS server for your site. If you have more than one ASIS server for your site. For example. Avaya IC for Siebel Integration Guide May 2009 49 . see AICD (n) . configure ASIS so that Siebel agents in domain A use ASIS for domain A. use the servers in domain B for domain A agents if the servers in domain A fail. Avaya does not recommend allowing failovers across sites. do the following: ● Configure a separate ASIS for each primary agent domain where you have one primary agent domain at each Avaya IC site. configure each ASIS server to reside in a separate agent domain.The AICD to ASIS relationship is many to many. The AICD makes a request to ASIS on a session that causes a connection to a server from that domain. ● ● ● ● Maximizes performance by avoiding unnecessary message proxies and network hops between ASIS and other Avaya IC services. and vice versa. For multiple-site configurations. Ensures that ASIS locates the correct AICD within the same domain. Reason ● ● Maximizes performance by avoiding unnecessary message proxies and network hops between ASIS and other Avaya IC services. For more information.(m) ASIS relationship on page 50.

This maximizes performance by avoiding unnecessary message proxies and network hops between ASIS and other Avaya IC services. Domain A A A A A A A B B B B B B B Server/User AICD_A1 AICD_A2 ASIS_A USR_A1 USR_A2 USR_A3 USR_A4 AICD_B1 AICD_B2 ASIS_B USR_B1 USR_B2 USR_B3 USR_B4 Failover domain B B B B B B B A A A A A A A 1. Siebel selects each agent’s AICD.The system selects an ASIS from the user domain using the generic interface name of ASIS. 50 Avaya IC for Siebel Integration Guide May 2009 .1 the AICDs forward the login requests to an ASIS in each agent domain. By using domain impersonation. The AICDs forward the login requests to two ASIS servers.(m) ASIS relationship This is an example of the AICD (n) . Domain impersonation .(m) ASIS relationship that shows eight agents logging in from Siebel using four AICDs.Chapter 2: Planning and prerequisites AICD (n) .

Avaya IC for Siebel Integration Guide May 2009 51 . Make sure that the Avaya IC login ID does not have any uppercase letters. Matching passwords make it possible to launch Avaya Agent and automatically log into the Siebel thin client.Hybrid Siebel login IDs and passwords Hybrid Siebel login IDs and passwords Make sure that the Siebel and Avaya IC agent login IDs and passwords match. see Avaya IC for Siebel User Guide. Matching login IDs are required for the Avaya IC for Siebel integration to work. Related topic For more information.

Build an applet to prompt the agent for the password when the agent presses the Login button on the toolbar. you will need two installation CDs: ● ● Avaya IC 7. Using the AgentPassword parameter. configure all agents with the same Avaya IC password in Siebel so that the password is passed automatically when each agent logs in to Siebel. ● The installation CDs For this integration.Chapter 2: Planning and prerequisites Native Siebel login IDs and passwords In a Native Siebel configuration. You can set up the Avaya IC password in any of the following ways: ● ● Configure each Avaya IC password in Siebel.2 Siebel 8 Integration CD on page 53 The Avaya IC CD on page 54 52 Avaya IC for Siebel Integration Guide May 2009 . the Login command passes the Avaya IC agent password from Siebel to Avaya IC through the AICD.

installed either on Avaya IC or Siebel ASIS for Native Siebel configurations ● ● ● Avaya IC for Siebel Integration Guide May 2009 53 .2 Siebel 8 Integration CD contains integration components that you will install on either Avaya IC or Siebel.2 Siebel 8 Integration CD The Avaya IC 7. The following diagram shows the structure of the integration CD of Siebel 8.not used for Native Siebel integrations Avaya workflows for the Siebel integration The EAI server .The installation CDs Avaya IC 7. Components installed on Avaya IC The following components are installed only on Avaya IC: ● Avaya Agent design components for the Siebel integration .

see the appropriate Avaya IC documentation or the Siebel documentation. the Object Request Broker (ORB) Server is installed on the Siebel server as well as the Avaya IC servers. the login and password are passed as clear text to Siebel using HyperText Transfer Protocol (HTTP). The following security policies are unique for an Avaya IC for Siebel integration: ● ● Siebel authenticates clients before the client interacts with the AICD. However. Customers will need to ensure that the EAI servers and Siebel servers are connected over a private network and not accessible to the outside. 54 Avaya IC for Siebel Integration Guide May 2009 . Related topics For detailed security information about Avaya IC or Siebel. Security The same security policies for Avaya IC also apply to the Avaya IC for Siebel integration. The EAI servers authenticate with Siebel using a Siebel login and password.installed either on Avaya IC or Siebel The Avaya IC CD The Avaya IC CD contains the core system that you will install on both Avaya IC and Siebel. For example.Chapter 2: Planning and prerequisites Components installed on Siebel The following components are installed only on Siebel: ● ● ● AICD The Siebel integration components and Siebel workflows The EAI server .

Siebel passes an e-mail notification to Avaya IC. If Siebel decides that the e-mail needs to be sent to an agent.Chapter 3: E-mail entry method This section contains the following topics: ● ● ● Overview of e-mail entry method on page 55 E-mail entry process on page 56 How e-mail replies are handled on page 57 Overview of e-mail entry method This integration supports the Siebel-first entry method where e-mail enters through Siebel. Avaya IC for Siebel Integration Guide May 2009 55 . Avaya IC routes the e-mail to the agent. The following figure shows the Siebel-first e-mail entry method.

● ● 4. This is optional. 2. One of the following actions occurs: ● Siebel dismisses the e-mail and the e-mail process ends.Chapter 3: E-mail entry method E-mail entry process The following process describes the Siebel-first e-mail entry method: 1. The e-mail response workflow determines how to process the e-mail. an auto-acknowledgement is typically not sent. The e-mail is routed to an agent using the process described in Steps 4 through 9. The agent can also dismiss the e-mail without forwarding or replying. The workflow processes the e-mail so that Avaya IC can route the e-mail using the e-mail routing workflow. 8. the agent releases the work item from the Siebel toolbar. Siebel dismisses the e-mail because it detects junk e-mail. Once the agent has replied to or forwarded the e-mail. Siebel runs an e-mail response workflow. For example. Typically. 3. The e-mail includes the following information: ● ● ● ● The To. an auto-acknowledgement is sent to the customer because agents cannot always respond immediately to customer e-mail. and Subject information of the original e-mail Language as determined by Siebel Content Analysis Content Analysis results from Siebel ActivityID of the original Siebel e-mail 5. E-mail enters Siebel through the POP3 e-mail server. 56 Avaya IC for Siebel Integration Guide May 2009 . From. the original e-mail is popped in the Siebel screen using the Activity ID that was passed from Siebel. Siebel composes an e-mail with new information encoded in the body and sends this notification e-mail to a mailbox on a POP3 e-mail server. Siebel performs Content Analysis on the e-mail and the resulting confidence level exceeds the administered threshold. Avaya IC reads the e-mail from the POP3 server and starts a Siebel-first e-mail workflow to process it. 7. Siebel performs Content Analysis on the e-mail and the resulting confidence level is below the administered threshold. An auto-response is sent without agent involvement. Once the work item or e-mail appears on the agent desktop. 6. In this case.

Instead. In other words. you can customize this behavior by modifying the e-mail workflow in Siebel and the Siebel-first e-mail workflows in Avaya IC. If the agent has dismissed the e-mail without replying or forwarding. Avaya Agent or ASIS will use a special pre-configured dismiss reason. The routing for reply e-mails is identical to the routing of original e-mails in the out-of-the-box Avaya IC for Siebel integration. see the Siebel documentation. Related topics See one of the following topics: ● For more information about how Content Analysis works within Siebel. Avaya IC for Siebel Integration Guide May 2009 57 .How e-mail replies are handled 9. For more information about e-mail workflows. The way Avaya Agent or ASIS handles a disconnect message is similar to the way it handles a dismiss message. The AICD receives a message to release the work item and passes a disconnect e-mail message to Avaya Agent or ASIS. If a response has been sent to the customer. the agent is asked for a dismiss reason. Siebel sends out the e-mail response composed by the agent. ● How e-mail replies are handled In the Siebel-first email method. the dismiss is transparent to the agent on the Avaya Agent or ASIS side. the agent will not see a dialog box asking for a dismiss reason. 10. see Siebel-first e-mail workflow on page 114. tracking for the reply thread is done within Siebel. However.

Chapter 3: E-mail entry method 58 Avaya IC for Siebel Integration Guide May 2009 .

ASIS: ● ● ● ● ● Is used in only the Native integration with Siebel Is used instead of the Avaya Agent application Is available only in Avaya IC 7.1 or later Handles requests and event communication for all agents Can be installed on the Siebel server or on the Avaya IC server Note: Make sure to set the Native-specific parameters in the Siebel configuration.Chapter 4: Components within Avaya IC This section describes the integration components within Avaya IC and includes the following topics: ● ● ● ● ● ASIS on page 59 EAI server on page 59 Avaya IC management tools on page 62 ORB Servers on page 63 Web Agent on page 64 ASIS Agent Server for Integration with Siebel (ASIS) is a Siebel-specific component of Avaya IC. Note: EAI server This section includes the following topics: ● ● ● ● About the EAI server on page 60 EAI figure on page 60 HTTP/MIME/XML interface on page 61 EAI server types on page 61 Avaya IC for Siebel Integration Guide May 2009 59 .

see any of the following topics: ● ● ● ● ● Configuring the Avaya EAI servers on page 163 EAI in multi-site configurations on page 38 EAI server errors on page 273 EAI Get and Put operations on page 379 For more information about the EAI on Siebel. 60 Avaya IC for Siebel Integration Guide May 2009 . The EAI server accepts requests from blocks on the Avaya IC to perform Get Data and Put Data operations. see the Siebel documentation. EAI figure The following figure shows how the EAI interfaces with Siebel. Related topics For more information.Chapter 4: Components within Avaya IC ● Server type limitations on page 61 About the EAI server The Enterprise Application Integration (EAI) server is a Siebel-specific component of Avaya IC.

EAI server types The Avaya EAI servers provide the communication links between Avaya IC and Siebel so that Avaya IC workflows can read and write customer data. Related topics For more information. and each protocol supports different integration capabilities and overhead. Server type EAI EAIWorkflow Description Supports the Avaya IC Get Data block in the out-of-the-box voice qualification workflow. incomingcall_sbl. see the following topics: ● ● ● Siebel palette blocks on page 94 Adding the EAI server on page 165 Adding the EAIWorkflow server on page 166 Server type limitations The differences in EAI server type limitations are described in the following table. The two types of EAI servers are described in the following table.EAI server HTTP/MIME/XML interface The Avaya IC EAI server and Siebel use the HTTP/MIME/XML interface to transfer encoded messages. incomingcall_sbl. Supports the Avaya IC Put Data block in the out-of-the-box voice qualification workflow. The EAI server on Avaya IC works as a client to the Siebel EAI server through the Siebel Web server. Each of the two EAI server types use different protocols to communicate with Siebel. EAI server type Operation Attachments1 allowed? Returns Siebel ID record? Yes No2 EAI Get Put No No Avaya IC for Siebel Integration Guide May 2009 61 .

set database connections. For example. If the EAIWorkflow server type is used for Put operations. 2. Example of a limitation The EAI server type interacts directly with the EAI on Siebel. Because Siebel integration objects do not return a record ID on a Put request. the newly-created record ID is returned by Siebel. the record ID cannot pop a Siebel screen to the agent with a newly-created record. an attachment is required when creating a Web chat record along with the transcripts. configure. Avaya IC management tools You will need to use the following Avaya IC management tools to install. and customize the Avaya IC for Siebel integration: ● ● ● Database Designer on page 62 IC Manager on page 63 Workflow Designer on page 63 Database Designer The Database Designer is a tool used to configure databases. Use EAIWorkflow for Put operations. customize or generate out-of-the-box applications. Related topic For more information about Database Designer. Use Database Designer to configure the Avaya Agent or ASIS databases to work with the integration. see IC Database Designer Application Reference.Chapter 4: Components within Avaya IC EAI server type Operation Attachments1 allowed? Returns Siebel ID record? Yes Yes EAIWorkflow Get Put No Optional attachments configured in IC Manager and IC Workflow 1. and push applications and IC Scripts to the database. 62 Avaya IC for Siebel Integration Guide May 2009 . The MIME layer allows attachments to be added to the request.

Every machine that runs servers must have an ORB Server. Customers. stop. Specifically. ORB Servers The Avaya IC ORB Server controls and maintains servers. install. see IC Administration Volume 2: Agents. If a server is not yet started. & Queues. If the requested service is not on the ORB Server machine. you will use Workflow Designer to: ● ● Add the out-of-the-box workflows for the integration Install and compile the Siebel incoming-call and Transcript Added workflows on Avaya IC Related topic For more information about Workflow Designer. and customize the workflows that are specific to an Avaya IC for Siebel integration. Workflow Designer Use Workflow Designer to install. the ORB Server will start it. and e-mail workflows Modify the Website to use Customer Management workflows for Web Configure Avaya IC Resolve Status so that Avaya Agent or ASIS can release e-mail work without first responding to the e-mail sender Related topic For more information about IC Manager. Avaya IC for Siebel Integration Guide May 2009 63 . see Avaya Workflow Designer User Guide. configure. the request is rerouted to the correct ORB Server.ORB Servers IC Manager Use Interaction Center (IC) Manager to: ● ● ● ● ● ● ● Add new Siebel property values and modify existing Avaya IC property values Install an Avaya IC server on Siebel and configure a secondary ORB server Create. Web. ORB Servers on different machines communicate with each other to find the correct resource for a client request. and monitor the status of any server. and monitor the AICD Install and monitor the EAI server Configure workflow servers to use Siebel voice. The ORB Server can start.

all e-mail. work transfer. The Web Agent application still performs the following tasks in the background: ● Supports a mode where it is the source of events and methods for e-mails. Web Agent Note: Note: This section applies only to Hybrid Siebel integrations. If you have a Native Siebel integration.Chapter 4: Components within Avaya IC Related topics For more information. This section includes the following topics: ● ● Definition of Web Agent on page 64 Changes for the integration on page 64 Definition of Web Agent In a non-integrated system. even though it does not display e-mails in the Avaya Web Agent window. Programs the wrap-up and completion of an e-mail task Transfers e-mails or chats using the Unified Agent Directory (UAD) ● ● 64 Avaya IC for Siebel Integration Guide May 2009 . skip this section. see the following topics: ● ● Installing and configuring an Avaya IC secondary ORB server on Siebel on page 138 Avaya IC Core Services Programmer Guide. Changes for the integration In a Siebel integration. the Web Agent is a window in the GUI desktop that agents use to handle their e-mail and Web chat contacts after selecting these contacts from the Avaya Agent task lists. The properties files for Web Agent were modified to accomplish this. and work completion options are disabled in the Avaya Web Agent window because these functions are now performed through the Siebel Application window.

If you have a Native Siebel integration. This section describes the integration components that reside within Avaya Agent and includes the following topics: ● ● ● ● ● ● ● ● Avaya Agent architecture on page 65 Avaya Agent layout file on page 67 About IC Scripts on page 69 Integration hooks on page 70 Customizing AUX reason codes on page 72 AICDEngine on page 73 Wrap-up on page 75 Agent properties on page 77 Avaya Agent architecture This section includes the following topics: ● ● ● Avaya Agent architecture figure on page 66 Areas of functionality on page 66 Avaya Agent interactions on page 67 Avaya IC for Siebel Integration Guide May 2009 65 . see Customizing Native Siebel on page 281.Chapter 5: Avaya Agent components ! Important: Important: Avaya Agent integrations are applicable only for Hybrid Siebel integrations.

the Siebel integration IC Scripts are responsible for notifying the AICD. Base Avaya Agent controls: Existing. These scripts are responsible for handling the actual requests from the AICD by calling methods on the Avaya Agent controls. 66 Avaya IC for Siebel Integration Guide May 2009 . Areas of functionality Avaya Agent has the following areas of functionality within an Avaya IC for Siebel integration. out-of-the-box ActiveX controls that reside in Avaya Agent Base IC Scripts: Existing set of IC Scripts shipped with Avaya IC Siebel integration IC Scripts: IC Scripts written directly for the Siebel integration. When events occur in Avaya Agent.Chapter 5: Avaya Agent components Avaya Agent architecture figure The following figure shows a high level diagram of the Avaya Agent architecture as it applies to the Siebel integration.

AICDEngine <-> AICD: The AICDEngine is assigned to the AICD that is servicing the agent logged into Siebel. This allows a two-way communication path. The AICDEngine assigns to the ADU server for change events and sends these values to the AICD. AICDEngine <-> ADU: One of the responsibilities of the Avaya Agent integration is to notify the AICD when certain ADU fields change value. Avaya Agent layout file This section includes the following topics: ● ● ● CDL file description on page 68 The Siebel integration CDL file on page 68 Differences in the Avaya Agent taskbars on page 68 Avaya IC for Siebel Integration Guide May 2009 67 . the Siebel integration IC Scripts call methods on the base Avaya Agent control. This is accomplished by the Siebel integration IC Scripts. The Siebel integration IC Scripts take appropriate action based on integration hooks that are being sent from the base IC Scripts. AICDEngine <-> Siebel integration IC Scripts: Siebel integration IC Scripts send requests to the AICD through the AICDEngine. Siebel integration IC Scripts -> Base Avaya Agent controls : When the AICD makes a request to Avaya Agent by triggering an event to the AICDEngine. Vice versa. Siebel integration IC Scripts -> Siebel thin client: The Siebel thin client is launched using an Internet Explorer (IE) browser. Base IC Scripts <-> Siebel integration IC Scripts: This interaction occurs through integration hooks. The AICDEngine makes requests to the AICD. and the AICD triggers events that are picked up and propagated by the AICDEngine. as well as propagate EDU Change events for certain fields that are relevant to the AICD. all messages sent by the AICD come in the form of events to the AICDEngine. AICDEngine <-> EDU: The AICDEngine assigns to the EDU server so that the EDU server can receive broadcast message requests. The AICDEngine then starts an event that are handled by the Siebel integration IC Scripts.Avaya Agent layout file AICDEngine: ActiveX control that serves as bridge between Avaya Agent and the AICD Avaya Agent interactions Avaya Agent has the following interactions within an Avaya IC for Siebel integration.

The Siebel integration CDL file: ● Has a set of Siebel-specific EDU fields in the EDUFields QSection of the QPropertyDictionary Has a Siebel QSection in the QPropertyDictionary Contains only a bottom frame and a different arrangement of controls All call-handling controls are removed from the layout Does not contain a Status Dialog for handling conferences and transfers Still has status control. 68 Avaya IC for Siebel Integration Guide May 2009 . Status control supports only the dialogs for restoring Blender server failures. During the Avaya Agent installation. The Siebel integration CDL file The following list describes how the Siebel integration CDL file differs from the out-of-the-box Avaya CDL file. When an agent logs in. but it is not visible to the agent. the CDL was saved to the database after the file was customized. and Siebel performs the status functions. the system accesses the stored layout from the CDL file and configures the client machine accordingly. Includes the AICDEngine in the layout ● ● ● ● ● ● Differences in the Avaya Agent taskbars The following figures show how the out-of-the-box Avaya Agent taskbars differ between a non-integrated system and an Avaya IC for Siebel integration.Chapter 5: Avaya Agent components CDL file description The CDL (Console Definition Language) file specifies the Avaya Agent screen layout and is written in XML (eXtensible Markup Language).

see Avaya Agent Integration.cdl file. Avaya Agent taskbar in a non-integrated system Avaya Agent taskbar in an Avaya IC for Siebel integration Related topics ● For information about the Avaya Agent taskbar in an Avaya IC for Siebel integration.About IC Scripts Note: Note: The equivalent to the Prompter pane resides in the avaya_agent_sbl_*. For more information about installing the CDL file. see Avaya IC for Siebel User Guide. see Generating the Windows application on page 126. For more information about the Avaya Agent CDL file in a non-Siebel-integrated system. Events can be raised by: ● ● ● ● Controls Pane activation or deactivation Mouse clicks Key presses Avaya IC for Siebel Integration Guide May 2009 69 . ● ● About IC Scripts Avaya IC Scripts are Visual Basic for Applications (VBA)-based subroutines that the system runs. but it is hidden unless you change the out-of-the-box configuration. either explicitly or when an event is raised.

Integration hooks Integration hooks allow you to customize Avaya Agent to accomplish more advanced custom implementations without changing the base Avaya Agent IC Scripts. see Avaya Agent Integration.Chapter 5: Avaya Agent components These subroutines can do a variety of tasks. Related topic For more information. Instead. Do not customize these IC Scripts. The Avaya IC for Siebel integration includes a set of IC Scripts that are shipped with the Siebel integration. from displaying an alert for the agent to saving information into the database. You can use integration hooks to handle any of the following advanced implementations: ● Handle the reason codes sent with the AgentUnavailable and ChangeAuxReasonCode AICD commands Handle the wrap codes sent with the ReleaseWork AICD command for Siebel wrap-up Handle OnNewOpenData broadcasts Implement custom AICD commands ● ● ● Related topics For more information. see Integration hooks on page 70. The following integration hooks are included with the integration: ● ● ● SiebelAICDEngine_AICDEngineStateChanged on page 71 SiebelAICDEngine_BroadcastMsgReceived on page 71 SiebelAICDEngine_RequestReceived on page 71 70 Avaya IC for Siebel Integration Guide May 2009 . This set of integration hook handlers are located on the design machine in <AVAYA_IC72_HOME>\design\qconsole\siebel\custom. see the following topics: ● ● For a complete description of integration hooks. For a description of commands. see AICD commands on page 291 Integration hook handlers A set of integration hook handlers are included in the Siebel integration. These integration hooks are included in the integration to provide you with examples so that you can create custom integration hooks for your site. use the integration hooks that have been built into the IC Scripts specifically for customizing the Siebel integration.

Siebel_AICD_AgentUnavailable This integration hook is called when the AICD sends the AgentUnavailable request. Use this integration hook to customize the AvayaAgentCommand request to create new functions.9 value that is sent to the Telephony Server (TS) for voice-enabled agents. SiebelAICDEngine_RequestReceived This integration hook is called anytime the AICDEngine receives a request from the AICD. The sReasonCode is a pkey of a classification code record in the IC Repository. you must create a true sReasonCode and sReasonDigit to send back. The AvayaAgentCommand is a generic request that can be triggered from Siebel. You can customize this integration hook to send a reason code with the AgentUnavailable request. Use this integration hook to customize the OnNewOpenData broadcast message that reads data from the EDU. The sReasonDigit is a 0 . Siebel_AICD_ChangeAuxReasonCode This integration hook is called when the AICD sends the ChangeAuxReasonCode request. The reason code is passed into the integration hook in the sReasonCode variable.Integration hooks ● ● ● ● Siebel_AICD_AgentUnavailable on page 71 Siebel_AICD_ChangeAuxReasonCode on page 71 Siebel_AICD_ReleaseWork on page 72 Siebel_ResolveDestination on page 72 SiebelAICDEngine_AICDEngineStateChanged This integration hook is called when the state of the AICDEngine has changed. In order for this to work. Rules about what must be done here mirror the information explained in Siebel_AICD_AgentUnavailable. Avaya IC for Siebel Integration Guide May 2009 71 . Use this integration hook to determine when the AICDEngine is establishing or losing its connection to the servers. SiebelAICDEngine_BroadcastMsgReceived This integration hook is called anytime the AICD generates a BroadcastEDU request from the AICDEngine.

When the agent chooses Unavailable from the Siebel toolbar. This code is written to the ADU the same way as in a non-Siebel integrated environment. if you configure and enable AUX reason codes in Avaya IC. When these conditions are met.Chapter 5: Avaya Agent components Siebel_AICD_ReleaseWork This integration hook is called when the AICD sends the ReleaseWork request. or InitMuteTransfer request. For a description of how the out-of-the-box integration hook works for Unavailable. 72 Avaya IC for Siebel Integration Guide May 2009 . InitConsultTransfer. and the WrapUpType is Siebel. InitConference. Use this integration hook if you want to change the way the out-of-the-box destination resolution is performed. You can then use this data to customize the storage of these wrap-up codes in the Avaya IC system using this script. you must customize Avaya Agent using the integration hooks provided. the Aux Reason Dialog window pops up and prompts the agent to choose a code. Siebel_ResolveDestination This integration hook is called when the system tries to resolve a destination that was passed from Siebel into a MakeCall. see the custom samples shipped with the code at <AVAYA_IC72_HOME>\design\qconsole\siebel\custom. The ReleaseWork request is sent only when wrap-up is enabled. A numeric reason digit (0-9) associated with the AUX reason code is also passed to the Telephony Server (TS) for voice-enabled agents. you can choose to send data in the wrap codes parameter. Avaya Agent automatically prompts the agent for the codes. Use integration hooks Siebel_AICD_AgentUnavailable or Siebel_AICD_ChangeAuxReasonCode. These samples have examples and notations that may be useful. Customizing AUX reason codes This section includes the following topics: ● ● Using Avaya IC AUX reason codes on page 72 Using Siebel AUX reason codes on page 73 Using Avaya IC AUX reason codes In the out-of-the-box Siebel integration. If you want to use AUX reason codes with your own dialog window.

for the ChangeAuxReasonCode command under the Siebel NotReadyWithPopup menu. it is important to understand the API on the AICDEngine that sends requests to the AICD. You must also either build a custom Siebel applet or use a predefined applet. Therefore. However. You must customize the code in the appropriate Avaya Agent integration hook handler to translate the sReasonCode parameter to a true sReasonCode and sReasonDigit per the description on Siebel_AICD_AgentUnavailable on page 71. such as the Transfer Multiple LOV Popup Applet. the out-of-the-box code invokes the Siebel Transfer Multiple LOV Popup Applet and passes the selected Reason value to Avaya Agent using the sReasonCode parameter.def file and Avaya Agent. you might want to send a request to the AICD to trigger events in Siebel.def file does not pass a Reason parameter on AgentUnavailable. An AUX reason code can be passed from Siebel to Avaya IC using the Reason parameter to the AICD’s AgentUnavailable or ChangeAuxReasonCode driver commands. When implementing more advanced customizations. customize the AICD. SendRequest Description This method causes the AICDEngine to make a request to the AICD through VESP. You may also need to modify the AICD. Avaya IC for Siebel Integration Guide May 2009 73 . The out-of-the-box AICD.def in order to associate the correct buttons and menus with your reason code applet and to pass the appropriate reason code values to the AICD AgentUnavailable or ChangeAuxReasonCode commands.AICDEngine Using Siebel AUX reason codes If you want to prompt for AUX reason codes in Siebel using an applet and pass them to Avaya IC. AICDEngine The AICDEngine is an integral part of the Avaya IC for Siebel integration.

the function returns a value of True. This request triggers an event within Siebel. oRequestDataSeqCouple As Object) As Boolean Argument sRequest oRequestDataSeqCouple Description The request you want to send to the AICD A Core SeqCouple of the name value pairs to send with your request Returns If successful. "bar" iOutRequestDataSeqCouple. "xyz" bResult = iSiebelAICDEngine.AddCoupleByNameValue "event_name". 74 Avaya IC for Siebel Integration Guide May 2009 . "LookHere" iOutRequestDataSeqCouple. Usage example The following IC Script code is an example of the OnAvayaAgentEvent request.AddCoupleByNameValue "foo".GetProperty("ObjectClasses". You can then enhance the Siebel definition file to work with the requests you make.GetActiveXControl("SiebelAICDEngine") Set iOutRequestDataSeqCouple = _ CreateObject(iApp.Chapter 5: Avaya Agent components Syntax SendRequest (sRequest As String.AddCoupleByNameValue "abc". iOutRequestDataSeqCouple) Set iOutRequestDataSeqCouple = Nothing End Sub This code created OutRequestDataSeqCouple that contains the data that is needed to be passed to the event. "CoreSeqCouple")) iOutRequestDataSeqCouple.SendRequest("OnAvayaAgentEvent". Sub Dim Dim Dim Sample_OnAvayaAgentEvent_Request() iApp As Application iSiebelAICDEngine As Object iOutRequestDataSeqCouple As Object Set iApp = GetApp Set iSiebelAICDEngine = iApp.

an agent does not receive new contacts on a channel that is in a wrap-up state.WrapUpType property is used to determine what type of wrap-up is performed. the Agent/Desktop. Siebel wrap-up figure on page 76 Description of wrap-up Wrap-up is the state the agent enters after contact with a customer ends. If this property is set to Siebel. the system uses the Siebel wrap-up. Otherwise. Avaya IC wrap-up is done through the WrapUp Dialog or Prompter Scripting.Wrap-up Wrap-up This section includes the following topics: ● ● ● Description of wrap-up on page 75 Integration wrap-up methods on page 75 Avaya IC wrap-up vs. On most Avaya IC systems.The Avaya Agent implementation completes the wrap-up. the system enforces the out-of-the-box Avaya IC wrap-up method. Avaya IC for Siebel Integration Guide May 2009 75 . This gives an agent time to finish tasks related to the contact as well as to enter reason codes for the contact. Integration wrap-up methods In the Siebel integration. If wrap-up is enabled. see Setting Avaya IC properties on page 134.The Siebel implementation completes the wrap-up.WrapUpEnabled property enables or disables wrap-up. the Agent/Desktop. Siebel wrap-up . there are two ways to perform a wrap-up: ● Avaya IC wrap-up . Related topic For more information about enabling or disabling wrap-up. ● In both cases.

Siebel wrap-up figure The following figure shows how the logic for wrap-up differs between the out-of-the-box Avaya IC implementation and the Siebel integration. The ReleaseWork command may include a comma-separated list of WrapUpCodes. When Siebel wrap-up is enabled. the contact is completed only after the ReleaseWork command is sent from the AICD. 76 Avaya IC for Siebel Integration Guide May 2009 .Chapter 5: Avaya Agent components Avaya IC wrap-up vs.

or agents. Determines the mode of the Web Agent Client application. see the following topics: ● ● ReleaseWork on page 337 Siebel_AICD_ReleaseWork on page 72 Agent properties This section describes how agent properties are used for an Avaya IC for Siebel integration and includes the following topics: ● ● Description of agent properties on page 77 Siebel integration agent properties on page 77 Description of agent properties Properties are options that define the behavior of agent business applications. IC Manager stores these properties in the database so that Avaya IC business applications can retrieve the property settings. workgroups.Agent properties Related topics For more information. AppMode Avaya IC for Siebel Integration Guide May 2009 77 . Customers. & Queues. Property path Agent/Desktop/WAC Property name AlwaysOnTop Description Determines whether or not to set the Web Agent Client (WAC) window on top. Related topics For information about how to set agent properties or for more detailed conceptual information. Properties are defined in IC Manager and then assigned to Avaya IC tenants. Siebel integration agent properties The following table lists the Siebel integration properties. Storing properties in the database also means that no matter what machine an agent uses. see IC Administration Volume 2: Agents. Avaya Agent always looks and behaves the same way.

Determines how to change the case-sensitivity of the Avaya IC password so that Siebel accepts the password during AutoLogin. Shows all agents in the entire Agent Directory Tree in the UAD. Displays the Contact Suspension dialogs when an agent suspends a contact. Determines the URL that opens the Siebel application from Internet Explorer. If screen pops are enabled. If screen pops are enabled. screen pops occur when contacts are activated in Avaya Agent. Specifies the name of the e-mail workflow that runs in the WorkFlowServerName workflow server. Enables and disables screen pops. IntegratedApplication Agent/Desktop/Siebel LaunchURL Agent/Desktop Agent/Desktop/Siebel/ AutoLogin Layout PasswordFormat Agent/Desktop/ ScreenPop PopOnAllArrivingContacts PopOnContactActivation PopOnFirstArrivingContact Agent/Desktop Agent/Desktop/Siebel/ Email ScreenPopEnabled SendFlowName Agent/Desktop/ Directory ShowAgentsOnStartup ShowAllAgents 78 Avaya IC for Siebel Integration Guide May 2009 . If screen pops are enabled. screen pops occur for all contacts arriving in Avaya Agent. Shows agents during startup in the Unified Agent Directory (UAD). Determines which third-party application is integrated with Avaya Agent. Specifies which layout. screen pops occur when there are no other contacts in Avaya Agent. to use for Avaya Agent. or CDL file.Chapter 5: Avaya Agent components Property path Agent/Desktop/Siebel Agent/Desktop Property name AutoLoginEnabled ContactSuspensionEnabled Description Determines whether or not to automatically log in to Siebel.

ShowOnChatSelect ShowOnEmailActivate ShowOnEmailSelect Agent/Desktop/Siebel/ AutoLogin UserNameFormat WaitTime Agent/Desktop/Siebel/ Email Agent/Desktop WorkFlowServerName WrapUpEnabled WrapUpType Related topics For more information. Determines whether or not to the Web Agent client appears when an agent selects an e-mail task. see the following topics: ● ● ● Wrap-up on page 75 Setting Avaya IC properties on page 134 For more detailed conceptual information. determines the type of wrap-up.Agent properties Property path Agent/Desktop/WAC Property name ShowOnChatActivate Description Determines whether or not to show the WAC window when a Web chat is activated. Customers. If wrap-up is enabled. Determines whether or not to show the WAC window when an e-mail message is opened. & Queues. Avaya IC for Siebel Integration Guide May 2009 79 . Determines how to change the case-sensitivity of the Avaya IC user name so that Siebel accepts the name during AutoLogin. Determines whether or not to the Web Agent client appears when an agent selects a Web chat task. Enables and disables wrap-up. see IC Administration Volume 2: Agents. Specifies the workflow server name for e-mail. Determines the number of seconds that the system waits for the Siebel login page to display before prompting a skip message.

Chapter 5: Avaya Agent components 80 Avaya IC for Siebel Integration Guide May 2009 .

Chapter 6: Components within Siebel This section describes the integration components that reside within Siebel and includes the following topics: ● ● ● ● ● ● ● ● ● AICD on page 81 Integration objects on page 84 SCAPI interface on page 85 Siebel activity records on page 85 Siebel user interface on page 87 Siebel Communications Server on page 87 Siebel definition file on page 88 Siebel Tools on page 90 Smart Answer and Smart Answer Manager on page 90 AICD This section includes the following topics: ● ● ● ● ● Overview of the AICD on page 81 AICD and Siebel interfaces on page 83 AICD and Avaya IC interfaces on page 83 AICD and interfaces to Avaya Agent on page 84 Multiple AICDs on page 84 Overview of the AICD This section includes the following topics: ● ● ● What the AICD does on page 82 AICD architecture for Hybrid Siebel on page 82 AICD architecture for Native Siebel on page 83 Avaya IC for Siebel Integration Guide May 2009 81 .

Chapter 6: Components within Siebel What the AICD does The Adaptive Interaction Center Driver (AICD) is a new integration component that is located on a Siebel Application server. Note: ● Manages some Siebel user interface tasks. 82 Avaya IC for Siebel Integration Guide May 2009 . such as updating the state of the Siebel toolbar buttons The AICD runs on a Siebel server as a Dynamic Link Library (DLL) on windows or a shared library on Solaris/AIX under the Siebel Communications Server. AICD architecture for Hybrid Siebel The following figure shows how the AICD functions within a Hybrid Siebel system. The AICD supplies a out-of-the-box integration between Avaya IC and Siebel that: ● ● ● Allows Avaya IC to pass work notifications and work-related events to Siebel Allows Siebel to pass work-related control commands to Avaya IC Synchronizes various agent actions and states between the Siebel browser-based desktop and the Avaya Agent desktop Note: Avaya IC for Native Siebel does not have an Avaya Agent desktop.

The AICD also sends commands to the TS in response to actions taken by the agent through the Siebel toolbar . and passes work item commands from Siebel to the AICD. The SCAPI interface passes work item events from the AICD to Siebel.for example. when an agent puts a call on hold. AICD and Siebel interfaces The AICD is a Siebel Communications Server driver that communicates to Siebel through the Siebel Adaptive Communications API (SCAPI) interface.AICD AICD architecture for Native Siebel The following figure shows how the AICD functions within a Native Siebel system. TS: The AICD uses the Telephony Server (TS) to monitor the telephone extension of each agent. Avaya IC for Siebel Integration Guide May 2009 83 . ADU: The AICD uses the Agent Data Unit (ADU) server to locate Avaya Agent or ASIS in order to establish a direct communication link between the AICD and Avaya Agent or ASIS. AICD and Avaya IC interfaces The AICD uses the following components to communicate with Avaya IC: VESP: The AICD uses the Avaya IC Voice Enhanced Services Platform (VESP) to communicate with the Avaya IC servers. and uses the Avaya IC Multi-Threaded Toolkit (MTT) to accomplish these communications.

need to be passed to Avaya Agent for execution. Because these integration objects adhere to a set of structural conventions. Note: Avaya IC for Native Siebel configurations do not use Avaya Agent. Specifically. ASIS: The Agent Server for Integration with Siebel (ASIS) is used only for Native Siebel integrations and is used instead of the Avaya Agent application. Processing is controlled through ASIS. you can one or more AICDs at each of several Siebel Application servers that run the Siebel Communications Server.this is the primary function Send broadcast-type communications with respective agents associated with the same contact Pass customer-specific data from Avaya IC workflows to Siebel Pass customer-specific data between different Siebel agents handling the same work item ● ● Alarm server: The AICD uses the Alarm server to report abnormal events or conditions that require human intervention to resolve. the inability to properly startup or communicate with an Avaya IC server causes an alarm. The AICD and Avaya Agent share a communication protocol that coordinates the Siebel desktop and Avaya Agent interfaces when an agent handles work items. For example. they can be traversed and transformed programmatically. 84 Avaya IC for Siebel Integration Guide May 2009 . AICD and interfaces to Avaya Agent It is necessary for the AICD to send requests to Avaya Agent because most toolbar actions. Each AICD can support a number of Siebel agent sessions. Note: Multiple AICDs You can configure an Avaya IC for Siebel integration to have multiple instances of the AICD. Integration objects Siebel integration objects allow integration metadata for Siebel business objects and eXtensible Markup Language (XML) to be represented as common structures that the Siebel EAI framework can understand. especially for e-mail and Web contacts. ASIS handles requests and event communication for all agents.Chapter 6: Components within Siebel EDU: The AICD uses the EDU server to: ● ● Extract information about a work item and pass it on to Siebel .

Likewise. see the Siebel documentation. Siebel activity records A Siebel activity record tracks each interaction with a customer. It can record any of the following data: ● ● ● Time and date of interaction Brief customer data Duration of interaction Avaya IC for Siebel Integration Guide May 2009 85 . Avaya IC EAI MIME for Put operations. There are Avaya-specific integration objects that you will need to import for the out-of-the-box integration to work. EAI Get and Put operations on page 379 describes the out-of-the-box Avaya-specific integration objects. integrators can use integration objects to synchronize the data in a legacy system with the data in the Siebel application. SCAPI interface The AICD communicates to Siebel through the Siebel Adaptive Communications API (SCAPI) interface. Related topic For a detailed description of the SCAPI. the software can write data in the Siebel database into the external system. The SCAPI interface is located on the Siebel system. For example. Integration objects synchronize the external system so that the software can write data from the external system into the Siebel database. see the Siebel documentation. Related topics For more information. see one of the following topics: ● ● ● EAI Get and Put operations on page 379 Installing a custom integration object on page 167 For more information about integration objects.SCAPI interface A typical integration project involves transporting data from one application to another. and work item commands from Siebel to the AICD. Import the Avaya-specific Siebel workflow. The SCAPI interface is a programmable software layer located between Siebel and Avaya IC that passes work item events from the AICD to Siebel.

qualifychat workflows to route the contact. ● 86 Avaya IC for Siebel Integration Guide May 2009 . Related topics For more information. see the Siebel Communications Server Administration Guide. If you want to update these fields. Duration. ts_sbl. Start Time.qualifychat_sbl use Enterprise Application Integration (EAI) to create the Siebel activity. Using Siebel event logs You can use Siebel event logs to create the activity record. For information about the OnNewWorkItem event. the examples do not update the following Siebel activity fields. update the example out-of-the-box Avaya IC workflows or consider using Siebel event logs to create activities. The example workflows. ● The most likely place to trigger activity creation is from the event handler for the OnNewWorkItem event. such as an account.incomingcall and wacd. However. Edit the out-of-the-box Avaya IC ts_sbl. The Avaya IC for Siebel integration provides two mutually exclusive ways to create a Siebel activity record: ● ● Using EAI on page 86 Using Siebel event logs on page 86 Using EAI You can use the example out-of-the-box integration Avaya IC workflows to create the Siebel activity record. you should do one of the following tasks: ● Use the standard Avaya IC ts. These workflows do not create Siebel activities.Chapter 6: Components within Siebel Activity records are often associated with a master record. If you use Siebel event logs. see OnNewWorkItem on page 367. and Status. see the following topics: ● For a description of and for examples for creating Siebel event logs.incomingcall_sbl and wacd_sbl. and are used to track interaction history.qualifychat_sbl workflows to remove the activity creation block. Siebel provides definition file examples for using Siebel event logs.incomingcall_sbl and wacd_sbl.

3. the main function of the Siebel Communications Server is to exchange commands and events with the AICD in order to provide communication integration with Avaya IC. such as e-mail servers. Field Login Password Value SADMIN Type the client password. Go to the Site Map by pressing Ctrl+Shift+A. if they do not automatically start. multi-column list of hyperlinks to the Siebel windows opens. 2. alphabetized. Start the Siebel server components.Siebel user interface Siebel user interface Use the Siebel user interface to administer the AICD and to modify Siebel workflows. see the Siebel documentation. The Communications Server supports: ● Multichannel interactive communications so that call center agents can make or receive voice calls and receive inbound e-mail messages The integration of third-party e-mail servers to process inbound e-mail The integration of third-party communications systems. Start the client machine in Internet Explorer. to send outbound communications ● ● In this integration. Avaya IC for Siebel Integration Guide May 2009 87 . and type the values shown in the following table. Siebel Communications Server The Siebel Communications Server is a server located within Siebel that provides an infrastructure to support several kinds of communications activities for Siebel application users. Related topic For more information. Result: A large. To use to the Siebel user interface: 1.

A typical operation is to pop a Siebel screen based on the event data. Commands and events The Siebel definition file translates the commands and events so that the AICD and the Siebel Communications Server can communicate. set of commands and events. The definition file: ● ● Determines Siebel desktop behavior. make modifications per the comments in the AICD.def file. see the following topics: ● ● AICD commands on page 291 AICD events on page 349 88 Avaya IC for Siebel Integration Guide May 2009 . The out-of-the-box definition file is configured for a Hybrid Siebel desktop.Chapter 6: Components within Siebel Siebel definition file This section includes the following topics: ● ● ● ● ● Description of the definition file on page 88 Commands and events on page 88 About customizing the definition file on page 89 Coordinating customizations on page 89 Customizing the definition file on page 89 Description of the definition file The Siebel definition file contains a Siebel proprietary language that processes the commands and events passed between Siebel and the AICD. Related topics For more information. and often unique. The Siebel definition file translates these into standard Siebel operations. such as what Siebel screen to pop to the agent Controls the commands and events passed between Siebel and the AICD You can modify the definition file to change either of these behaviors. If you have a Native Siebel configuration. Every Siebel driver has its own.

For details on how to configure the definition file. Obtain either the original commented file. The original commented file is located at SIEBEL_INSTALL_DIR\siebsrvr\objects\ enu. such as: ● ● Avaya IC properties that control the behavior of Avaya Agent Avaya IC workflows Example: An Avaya IC workflow that is activated with the arrival of a call may create a service request in Siebel using the EAI server. Related topics For more information. The Siebel definition file maps the Siebel toolbar buttons to specific AICD commands. You can customize the out-of-the-box Siebel definition file for each customer installation. You can edit the file with any text editor. Obtain a copy of the Siebel definition file. as the call is routed to the agent. The event handler for the OnNewWorkItem event in the definition file may then pop the service request record at an agent desktop. such as Notepad. see the Siebel documentation. Customizing the definition file To modify a definition file: 1. see one of the following topics: ● ● ● AICD commands on page 291 AICD events on page 349 Customizing the definition file on page 89 Coordinating customizations You must coordinate the customization of the definition file with other customizations. The workflow will insert the row ID of the newly-created service request into the EDU open data container for the call. Configure the file to change the behavior of the system. or export an uncommented file from Siebel. 2. You need to know which commands and events are supported by the AICD in order to customize the system configuration through the definition file. Avaya IC for Siebel Integration Guide May 2009 89 .Siebel definition file About customizing the definition file The AICD comes with a out-of-the-box Siebel definition file that performs out-of-the-box operations when work is delivered through events.

Siebel Tools Siebel Tools is a declarative software development tool developed by Siebel that allows you to configure the underlying data and data presentation of your Siebel application without making changes to the program source code. Import the file into the Siebel Communication Server. Related topics See one of the following topics: ● ● Configuring Smart Answer Manager on page 215 For more information about Smart Answer Manager. use Siebel Tools to add custom integration objects to Siebel and configure e-mail. 90 Avaya IC for Siebel Integration Guide May 2009 . see the Siebel documentation. see the Siebel documentation. Smart Answer Manager is a server used by Siebel Smart Answer to detect the meaning or the intent of incoming e-mails.Chapter 6: Components within Siebel 3. During installation and configuration. Smart Answer and Smart Answer Manager Smart Answer is a Siebel feature that analyzes the content of unstructured e-mails and either sends an automatic response or suggests an e-mail response. Related topic For more information about Siebel Tools. Siebel Tools creates and maintains a custom Siebel Repository File (SRF) to store your custom configurations.

see Avaya Workflow Designer User Guide. Avaya IC and Siebel workflows The following tables list the Avaya IC workflow and project names along with the corresponding Siebel integration workflow and project names. The following table describes the locations of the workflows.Chapter 7: Integration workflows This section includes the following topics: ● ● ● ● ● ● Avaya IC and Siebel workflows on page 91 Siebel Advocate workflows on page 93 Siebel palette blocks on page 94 Voice qualification workflow on page 107 Chat qualification workflows on page 110 Siebel-first e-mail workflow on page 114 Related topic For information about how to customize workflows. Workflows Avaya IC workflows Siebel integration workflows Location <AVAYA_IC72_HOME>\design\IC\Flows\Avaya <AVAYA_IC72_HOME>\design\IC\Flows\Siebel Avaya IC for Siebel Integration Guide May 2009 91 .

Siebel project name Siebel-first icemail_sbl_first. prj Siebel-Advocate advocate_sbl.prj webcenter_sbl.prj qualifyvoice_adv_sbl qualifyemail_adv_sbl qualifychat_adv_sbl Siebel Advocate workflows on page 93 analyze_sbl Siebel-first e-mail workflow on page 114 Siebel workflow name More information Project and workflow names for existing Siebel integration workflows The Avaya IC and Siebel project names and workflow names for workflows that have been modified for the integration are described in the following table.prj webcenter.prj webcenter.prj webcenter_sbl. These workflows are new for the Avaya IC for Siebel integration.prj webcenter_sbl.prj webcenter.prj webcenter.prj webcenter_sbl.prj ts.prj webcenter_sbl.prj webcenter.prj Avaya IC workflow name transcriptadded incomingcall addcustomer deletecustomer getauthenticated customer getcustomer getcustomer getregions schedulecallback undeletecustomer Siebel project name icm_sbl.prj webcenter_sbl.prj webcenter_sbl.prj webcenter_sbl.Chapter 7: Integration workflows Project and workflow names for new Siebel workflows The project and workflow names for Siebel-first and Siebel-Advocate workflows are described in the following table.prj webcenter.prj ts_sbl.prj webcenter. Avaya IC project name icm.prj webcenter.prj Siebel workflow name transcriptadded_icm incomingcall_sbl addcustomer_sbl deletecustomer_sbl getauthenticatedcustomer_sbl getcustomer_sbl getcustomerlist_sbl getregions_sbl schedulecallback_sbl undeletecustomer_sbl 92 Avaya IC for Siebel Integration Guide May 2009 .

The Web Advocate Adapter (WAA) server starts these workflows when the WAA server detects a new incoming e-mail or chat contact.prj wacd.qualify channel association. Avaya IC for Siebel Integration Guide May 2009 93 . If the Avaya IC system includes the Siebel Advocate workflows.qualifychat_sbl workflows.qualifyemail_sbl or wacd.prj wacd_sbl. do not use the wacd. determine a collection of Business Advocate qualifiers that describe the e-mail and Web chat contacts and then deliver this information to the Business Advocate system for routing.prj wacd. The qualifyemail_adv_sbl can be run on workflow servers with a WAA:email. These workflows are not triggered by a Voice Enhanced Services Platform (VESP) event. see the following topics: ● ● Voice qualification workflow on page 107 Chat qualification workflows on page 110 Siebel Advocate workflows This section contains the following topics: ● ● Siebel Advocate e-mail and chat workflows on page 93 Siebel Advocate voice workflow on page 94 Siebel Advocate e-mail and chat workflows The Siebel Advocate e-mail and Web chat workflows. The qualifychat_adv_sbl can be run on workflow servers with a WAA:chat.prj wacd_sbl. qualifyemail_adv_sbl and qualifychat_adv_sbl.qualify channel association.prj Siebel workflow name updatecustomer_sbl qualifychat_sbl qualifyemail_sbl Related topics For more information about these workflows.prj Avaya IC workflow name updatecustomer qualifychat qualifyemail Siebel project name webcenter_sbl.Siebel Advocate workflows Avaya IC project name webcenter.

Chapter 7: Integration workflows Siebel Advocate voice workflow The Siebel Advocate voice workflow. This workflow is started by the Telephony Server Adapter (TSA) server whenever the TSA server detects a new incoming voice request. determines a collection of Business Advocate qualifiers that describes the voice contacts and then delivers this information to the Business Advocate system for routing.qualify. EAI Put Data block on page 100. see Avaya IC Media Workflow Reference. qualifyvoice_adv_sbl. Siebel palette blocks The modified integration workflows and the new integration workflows include some unique blocks that are available on the Siebel palette in Workflow Designer. EAI Put Data with Attachment(s) block on page 103. This workflow can run on any workflow server that has the channel association TSA:voice. Related topic For more information about Business Advocate workflows. see the following topics: ● ● EAI server types on page 61 EAI Get and Put operations on page 379 94 Avaya IC for Siebel Integration Guide May 2009 . This section includes the following topics: ● ● ● ● ● Create Agent Desktop Data block on page 95. Additional new blocks in Siebel integration workflows on page 106 Related topics For more information. These blocks use the EAI interface to: ● ● ● Support the data exchange between Avaya IC and Siebel Request content analysis of e-mail Request auto-response functions from Siebel This section describes the blocks on the Siebel palette and provides information about other new blocks that are used in Siebel integration workflows. EAI Get Data block on page 97.

This retrieved information can include: ● Customer information. primary ANI Avaya IC for Siebel Integration Guide May 2009 95 . sender of email ● Voice contacts only. see Sample Incoming Call flow on page 109. username from website ● E-mail contacts only. Sample workflow For an example of how Create Agent Desktop Data can be used in a workflow. including full name and ID ● Chat contacts only.Siebel palette blocks Create Agent Desktop Data block The Siebel version of the block uses the EDU information to create the containers and data that Avaya Agent uses for screen pops. Create Agent Desktop Data is used in all of the routing workflows after the Siebel contact has been looked up. This block assigns values found in $scContactData and $VduData to the EDU couples. Basic properties The Basic tab of Create Agent Desktop Data includes the properties in the following table. Property ContactData Default Value $scContactData Description Script variable that stores the information retrieved from the Siebel Contact database through an EAI Get Data block. The values provide information about the customer and the contact that is immediately stored in the EDU record.

An EDU will always include a value in the type field.FullName.Chapter 7: Integration workflows Advanced properties The Advanced tab of Create Agent Desktop Data includes the properties in the following table. see Avaya IC Media Workflow Reference. matching Contact record from Siebel. start VduData Create Agent Desktop Data $VduData Alarms Generates the alarms described in the following table: Alarm Failed to determine Media Type! Description This High alarm is generated whenever the EDU data stored in the $VduData variable does not contain the type field. No Customer Info for this Contact! Connections Accepts the following connections: ● ● Input: 1 or more Output: 1 96 Avaya IC for Siebel Integration Guide May 2009 . this alarm indicates that the EDU record identified by the EDU ID delivered in the event to activate the workflow no longer exists or has been lost. Before changing the default value. This alarm typically indicates that the EAI Get Data block did not return a unique. Block IC Script. Property blockDebug Default Value off Description Debug level of the block. Script variable where sequence of couples returned by EDU server is stored. Therefore. This High alarm is generated whenever the $scContactData variable does not contain the field Contact.

see the EAI Get Data (Look for Contact) block in Sample Incoming Call flow on page 109.Siebel palette blocks EAI Get Data block The EAI Get Data block retrieves records from the Siebel database. This block: 1. The Siebel database returns customer and account information associated with that ANI. see EAI Put Data block on page 100. or chat) 3. configure this block to use Avaya IC . For example. e-mail.Get Contact as the integration object and one of the query keys as the Automatic Number Identification (ANI) for the voice contact. to obtain a customer record for a voice contact. Avaya IC for Siebel Integration Guide May 2009 97 . Related topic For more information. Sample workflow For an example of how EAI Get Data can be used in a workflow. 2. Siebel returns a predefined set of data related to the key. Sends a query key to Siebel based on the media type of the contact (voice. Uses an integration object to identify the type of information that is to be retrieved from the Siebel database.

Target where the block should store values retrieved by the queries. QueryKeyName_N empty QueryKeyValue_N empty 98 Avaya IC for Siebel Integration Guide May 2009 . For example. create the object before you type the name in this field.FullName ● Contact. For more information about Get Action integration objects and the types of records that they retrieve from Siebel. if you specify a query key in QueryKeyName_01.Get Contact ● Avaya IC . the Avaya IC . Property IntegrationObject Default Value empty Description A Get Action integration object retrieves information from the Siebel database about actions that agents took in response to previous contacts with this customer.Chapter 7: Integration workflows Basic properties The Basic tab of EAI Get Data includes the properties in the following table.EmailAddress ● Contact. see EAI Get and Put operations on page 379. For example.Get Account ● Avaya IC . Type the exact name of a custom integration object or select a pre-configured integration object.Get Contact integration object includes the following out-of-the-box query keys: ● Contact.Get Quote ● Avaya IC . ● Avaya IC .HomePhone You can specify up to 5 query keys.Get Action ● Avaya IC .Get Order Entry ● Avaya IC .Get Service Request To use a custom integration object.Id ● Contact. enter the target for the data in QueryKeyValue_01. Name of the query key in the integration object that the block should use to retrieve data from the Siebel database.

Property BaseTag Default Value <default> Description Name of the base "List of" tag to be used in the xml document. Name of the EAI server. Block IC Script. Determines whether the block needs to validate the DTD used in the integration object before querying the Siebel database. Before changing the default value. see Avaya IC Media Workflow Reference. blockDebug off DTD Name <default> MaxRecords 0 NumberOfRecords Retrieved OutData ReturnCode $sNumberOf RecordsRetrieved $sscOutData $sReturnCode Server start validateDTD EAI EAI Get Data false Avaya IC for Siebel Integration Guide May 2009 99 . A value of "0" returns all matching records. A value other than "0" indicates an error.GetData() method. <default> is the typical value for this property. Specifies the maximum number of records to be returned by the search. the block uses ListOf"<integrationobject> for the tag name. Script variable that holds the value of the return code that is returned by the EAI. Script variable that holds the results returned from the query of the Siebel database. Script variable that holds the number of records retrieved from the Siebel database. Name of the DTD used in the integration object. <default> indicates that the integration object uses the same DTD as the pre-configured integration objects. If you do not specify a tag.Siebel palette blocks Advanced properties The Advanced tab of EAI Get Data includes the properties in the following table. Debug level of the block.

GetData() method returns with a return code that has a value of greater than “0”. The blocks sends the "put data" action through the EAI Workflow server. Siebel returns the ID of the newly-created record back to Avaya IC. OR ● Change the value of the ValidateDTD property to false. The alarm also contains the exact error and sub-error codes returned by the EAI server. Reference an existing Siebel record by including the ID for the Siebel record with the request. but DTDName property not set!! EAI. To correct. To correct. The EAI Put Data block can perform the following tasks: 1. then recompile and reload the workflow. In this case. then recompile and reload the workflow. ValidateDTD turned on. 2. This High alarm is generated when the EAI. This High alarm is generated when the ValidateDTD property is set to true and the DTDName property is empty. Avaya IC can then use the ID to pop a screen to the agent.GetData() Failed!! Connections Accepts the following connections: ● ● Input: 1 or more Output: 1 EAI Put Data block The EAI Put Data block writes new records or updates existing records in the Siebel database. Siebel updates the existing record. then recompile and reload the workflow. 100 Avaya IC for Siebel Integration Guide May 2009 .Chapter 7: Integration workflows Alarms Generates the alarms described in the following table: Alarm ObjectName property not set!! Description This High alarm is generated when the IntegrationObject property is empty. do one of the following tasks: ● Configure the DTDName property with the name of the DTD of the xml file. configure the IntegrationObject property in the block with a value that represents a valid integration object. Send a request to Siebel to create new Siebel records.

Siebel palette blocks Related topic For more information. <default> is the typical value for this property. see the EAI Put Data (Create Activity Record) block in Sample Incoming Call flow on page 109. Before changing the default value.Put Action Description Script variable that holds the data to be sent to Siebel. The name of the integration object used to send information to Siebel. Sample workflow For an example of how EAI Put Data can be used in a workflow. see Avaya IC Media Workflow Reference. blockDebug off DTD Name <default> OutData $sscOutData Avaya IC for Siebel Integration Guide May 2009 101 . Basic properties The Basic tab of EAI Put Data includes the properties in the following table. the block uses ListOf"<integrationobject> for the tag name. Debug level of the block. Advanced properties The Advanced tab of EAI Put Data includes the properties in the following table. All properties in the Basic tab are mandatory. Name of the DTD used in the integration object. Property BaseTag Default Value <default> Description Name of the base "List of" tag to be used in the xml document. If you do not specify a tag. Note: Do not change this field unless you have created a custom integration object to perform this task. <default> indicates that the integration object uses the same DTD as the pre-configured integration objects. Property InputData IntegrationObject Default Value $scInputData Avaya IC . Script variable that holds the results returned from the attempt to send information to Siebel. see EAI Put Data with Attachment(s) block on page 103.

A value other than "0" indicates an error.PutData() Failed!! Connections Accepts the following connections: ● Input: 1 or more 102 Avaya IC for Siebel Integration Guide May 2009 . do one of the following tasks: ● Configure the DTDName property with the name of the DTD of the xml file.Chapter 7: Integration workflows Property ReturnCode Default Value $sReturnCode Description Script variable that holds the value of the return code returned by the EAI. then recompile and reload the workflow. This High alarm is generated when the ValidateDTD property is set to true and the DTDName property is empty. Name of the Workflow server that runs the workflow which includes this block. ValidateDTD turned on. Server start validateDTD EAIWorkflow EAI Put Data false Alarms Generates the alarms described in the following table: Alarm ObjectName property not set!! Description This High alarm is generated when the IntegrationObject property is empty. then recompile and reload the workflow. To correct. Determines whether the block needs to validate the DTD used in the integration object before sending information to Siebel. then recompile and reload the workflow.PutData() method. OR ● Change the value of the ValidateDTD property to false. The alarm also contains the exact error and sub-error codes returned by the EAI Workflow server. Block IC Script.PutData() method returns with a return code that has a value of greater than “0”. configure the IntegrationObject property in the block with a value that represents a valid integration object. To correct. This High alarm is generated when the EAI. but DTDName property not set!! EAI.

Mandatory. Sample workflow For an example of how EAI Put Data with Attachment(s) can be used in a workflow. For example. see the EAI Put Data with Attachment(s) block in the Transcript Added workflow on page 111. a chat transcript belongs to an Activity object. Determines the type of Siebel object to which the file attachments belong. Caution: For Siebel integration. For example. Mandatory. you can use this block to save a transcript of a Web chat session to the database.Action Attachment FileExtTag ActivityFileExt Avaya IC for Siebel Integration Guide May 2009 103 .Siebel palette blocks ● Output: 1 EAI Put Data with Attachment(s) block The EAI Put Data with Attachment(s) block uses a Siebel integration object and the EAI Workflow server to save one or more files to the Siebel database. Property Attachment Attachments Default Value $sAttachment $ssAttachments Description Script variable that holds the attachment to be sent to the Siebel database. Caution: For Siebel integration. see EAI Put Data block on page 100. Script variable that identifies that there is an attachment. The EAI Put Data with Attachment(s) block is similar to the EAI Put Data block. Related topic For more information. Required for attachment. Basic properties The Basic tab of EAI Put Data with Attachment(s) includes the properties in the following table. do not change the value of this property. AttachmentTag ?Action.ListOf ActionAttachment. do not change the value of this property.

Script variable that holds the data to be sent to Siebel. One part of a couple required for the attachment.Chapter 7: Integration workflows Property FileIDTag Default Value AttachmentId Description Mandatory.Put Action Advanced properties The Advanced tab of EAI Put Data with Attachment(s) includes the properties in the following table. do not change the value of this property. Name of the DTD used in the integration object. <default> is the typical value for this property. blockDebug off DTD Name <default> OutData $sscOutData 104 Avaya IC for Siebel Integration Guide May 2009 . <default> indicates that the integration object uses the same DTD as the pre-configured integration objects. One part of a couple required for the attachment. Debug level of the block. Mandatory. Before changing the default value. If you do not specify a tag. do not change the value of this property. see Avaya IC Media Workflow Reference. Caution: For Siebel integration. Caution: For Siebel integration. Script variable that holds the results returned from the attempt to send information to Siebel. Property BaseTag Default Value <default> Description Name of the base "List of" tag to be used in the xml document. The name of the integration object used to send information to Siebel. the block uses ListOf"<integrationobject> for the tag name. Note: Do not change this field unless you have created a custom integration object to perform this task. FileNameTag ActivityFileName InputData IntegrationObject $scInputData Avaya IC .

do one of the following tasks: ● Configure the DTDName property with the name of the DTD of the xml file. Script variable that holds the value of the return code returned by the EAI.PutData() method. Block IC Script.PutData() method returns with a return code that has a value of greater than “0”. This High alarm is generated when the EAI. To correct. but DTDName property not set!! EAI. Server start validateDTD EAIWorkflow EAI Put Data with Attachment(s) false Alarms Generates the alarms described in the following table: Alarm ObjectName property not set!! Description This High alarm is generated when the IntegrationObject property is empty. OR ● Change the value of the ValidateDTD property to false. The alarm also contains the exact error and sub-error codes returned by the EAI Workflow server. Do not change the value of this property.PutData() Failed!! No Attachments specified!! Avaya IC for Siebel Integration Guide May 2009 105 .Siebel palette blocks Property OutputID ReturnCode Default Value $sOutputId $sReturnCode Description Unused script variable. This High alarm is generated when no attachments have been given to the block in the script variable assigned to the Attachments property. configure the IntegrationObject property in the block with a value that represents a valid integration object. ValidateDTD turned on. To correct. Determines whether the block needs to validate the DTD used in the integration object before sending information to Siebel. then recompile and reload the workflow. This High alarm is generated when the ValidateDTD property is set to true and the DTDName property is empty. Name of the Workflow server that runs the workflow which includes this block. then recompile and reload the workflow. A value other than "0" indicates an error. then recompile and reload the workflow.

For more information about those blocks. Block name Create External Contact Mapping Description Maps the records of an external contact (Siebel) to the contact record in Avaya IC. including the workflows in the following projects: ● TS ● wacd ● Advocate For more information about ex*map tables. see Avaya IC Media Workflow Reference. All of the Siebel qualification workflows use this block. you can use the Create External Contact Mapping block to link an order. Tip: Siebel integration workflows also use blocks that are available on other Workflow Designer palettes. task. Tip: Get CA Results from EDU Related topic Siebel integration workflows also use blocks that are available on other Workflow Designer palettes. 106 Avaya IC for Siebel Integration Guide May 2009 . or other object that was either used or created as a result of the contact. For example.Chapter 7: Integration workflows Connections Accepts the following connections: ● ● Input: 1 or more Output: 1 Additional new blocks in Siebel integration workflows The following workflow blocks used in the Siebel integration workflows are also new for the Siebel integration. see Avaya Agent Integration. Retrieves the results of Siebel’s Email Content Analysis from the EDU and stores the results in workflow variables. This mapping creates an association between the Avaya IC contact and the Siebel business objects associated with that contact. These blocks are not available on the Siebel palette. For more information about those blocks. see Avaya IC Media Workflow Reference. The object can then be used to provide a link back into Siebel for historical and reporting purposes.

Facts about the Incoming Call flow are included in the following table. The version of the Incoming Call flow provided with the Siebel integration retrieves the customer information from the Siebel system through the EAI Get Data block. update.IncomingCall event WorkFlow_Voice Related topics For related information. if desired. This section includes the following topics: ● ● ● Description of the Incoming Call flow on page 107 Process of the Incoming Call flow on page 108 Sample Incoming Call flow on page 109 Description of the Incoming Call flow The Incoming Call flow retrieves customer information. routes inbound voice contacts. create. The Incoming Call flow is sometimes called the call-routing workflow or the voice contact routing workflow. or delete a work item record. see the following topics: ● ● ● Configuring workflow servers to use Siebel voice workflows on page 176 Building the Avaya voice qualification workflow on page 175 Siebel Advocate workflows on page 93 Avaya IC for Siebel Integration Guide May 2009 107 .prj incomingcall_sbl TS. Siebel project name Siebel filename How launched Default workflow server ts_sbl. During the installation and configuration of the Siebel integration. you replace the standard Avaya IC Incoming Call flow with the Incoming Call flow for Siebel. and can also.Voice qualification workflow Voice qualification workflow The voice qualification workflow for the Siebel integration with standard routing is the Incoming Call flow. This section describes the Incoming Call workflow.

When a call comes in. the activity record is associated with the contact. 3. The AICD.def file uses the contact ID placed in the EDU by the workflow to pop the Contact Detail View. The Siebel query is done through the EAI server using the EAI Get Data block. If a contact record was found by the EAI Get Data block. the Incoming Call flow uses the ANI information to query Siebel for a matching contact record. 108 Avaya IC for Siebel Integration Guide May 2009 . The Incoming Call flow uses the EAI Put Data block to create a Call Incoming activity record in Siebel. 5.Chapter 7: Integration workflows Process of the Incoming Call flow The sample Incoming Call flow works as follows: 1. or to pop a particular screen in Siebel. 4. The Incoming Call flow writes some of the information that it received from the EAI Get block to the EDU. 6. This information is used to populate the EDU viewer. the activity ID is used to pop the Activity Detail View. 2. If no matching contact was found by the workflow.

see Avaya IC Media Workflow Reference. Avaya IC for Siebel Integration Guide May 2009 109 . Related topic For a description of the non-Siebel blocks in this workflow.Voice qualification workflow Sample Incoming Call flow The following figure shows the sample Incoming Call flow provided with the Siebel integration.

you replace the standard Avaya IC Qualify Chat flow with the Qualify Chat flow for Siebel. include the Qualify Chat flow and other workflows required for Avaya IC with Web Management. update. The version of the Qualify Chat flow provided with the Siebel integration retrieves the customer information from the Siebel system through the EAI Get Data block. The Qualify Chat flow is sometimes called the chat contact routing workflow. and can also. This section includes the following topics: ● ● ● Qualify Chat flow on page 110 Customer Management workflows for Web on page 111 Transcript Added workflow on page 111 Qualify Chat flow The Qualify Chat flow retrieves customer information. Facts about the Qualify Chat flow are included in the following table. 110 Avaya IC for Siebel Integration Guide May 2009 . During the installation and configuration of the Siebel integration. or delete a work item record. if desired. This section describes the chat qualification workflows. see Configuring workflow servers to use Web chat workflows on page 184. Siebel project name Siebel filename How launched Default workflow server wacd_sbl qualifychat_sbl WACD. create.Chapter 7: Integration workflows Chat qualification workflows The chat qualification workflows for the Siebel integration with standard routing. routes inbound chat contacts.QualifyChat event WorkFlow_Chat Related topic For more information.

these workflows associate customers who log in to the Website with information about the customer in the Siebel database. the include property of the workflows contains the names of the required file-based IC Scripts. Transcript Added workflow The Transcript Added workflow is also called the chat-transcript workflow. If you encounter any difficulties in these workflows. Siebel project name Siebel filenames webcenter_sbl. see Modifying Customer Management workflows for Web on page 183. you must ensure that the IC Scripts specified by the include property are available. Some customer management workflows require file-based IC Scripts. In the agent applications. a screen pop displays this information to the agent.prj ● ● ● ● ● ● ● ● ● ● addcustomer_sbl deletecustomer_sbl getauthenticatedcustomer_sbl getcustomer_sbl getcustomerlist_sbl getregions_sbl schedulecallback_sbl undeletecustomer_sbl getcustomerlist_sbl updatecustomer_sbl How launched Default workflow server MultiTenancy Admin & Chat Escalation login window The WorkFlow_System server of the primary domain where the Avaya IC chat user is located Related topic For more information. By default.Chat qualification workflows Customer Management workflows for Web Customer Management workflows for Web manage customer records for chat contacts. Facts about the Customer Management workflows for Web are included in the following table. Do not alter or customize the Customer Management workflows for Web. Avaya IC for Siebel Integration Guide May 2009 111 . For example. ! CAUTION: CAUTION: These are system workflows that are automatically installed.

The Transcript Added workflow: a. 4. When a chat session is wrapped up. Facts about the transcript-added workflow are included in the following table. Process of the Transcript Added workflow The Transcript Added workflow process works as follows: 1. The ICM server polls this location. the ICM server triggers the Transcript Added workflow. 3. it reads and writes the transcript to IC Repository. If the ICM server has been configured properly. Siebel project name Siebel filename How launched Default workflow server icm_sbl. When the ICM server finds the transcript. 112 Avaya IC for Siebel Integration Guide May 2009 .prj transcriptadded_sbl Called by the ICM server if ICM is configured to run this workflow when a transcript is added to the database The WorkFlow_System server of the primary domain where the Avaya IC Web chat user is located Location of the Workflow server and EAIWorkflow server Host and configure the Workflow server and the EAIWorkflow server on the same physical machine to avoid potential permission problems. Related topic For more information. Receives the chat transcript in raw XML format as an input parameter.Chapter 7: Integration workflows This section includes the following topics: ● ● ● ● Description of the Transcript Added workflow on page 112 Location of the Workflow server and EAIWorkflow server on page 112 Process of the Transcript Added workflow on page 112 Sample Transcript Added workflow on page 113 Description of the Transcript Added workflow The Transcript Added workflow puts a copy of the transcript from a chat contact into the Siebel system through an EAI server. see EAI server is unable to read a file attachment on page 274. 2. Avaya IC writes a transcript of the session in raw form to a disk location.

d. see Installing the Web chat qualification workflow on page 188. Avaya IC for Siebel Integration Guide May 2009 113 .Chat qualification workflows b. Sample Transcript Added workflow The following figure shows the sample Transcript Added workflow provided with the Siebel integration. Related topic For more information. by default. Makes a request to the EAI server to receive the HTML file and put the file into Siebel. Puts the HTML file into a location specified in the workflow. c. Transforms the chat transcript into an HTML file.

parses it. Parsing the e-mail involves pulling Siebel-supplied information out of the e-mail body. The original e-mail is not copied to Avaya IC and remains only in Siebel. This information includes the Content Analysis results.Chapter 7: Integration workflows Siebel-first e-mail workflow The Siebel-first e-mail workflow is the Analyze workflow. and the Siebel e-mail ActivityID of the original e-mail. Facts about the analyze workflow are included in the following table. e-mail language. and determines route parameters. This workflow uses the parsed information to determine routing hints that allow the e-mail to be routed to the appropriate agent.Analyze event. The IC Email server should have the Analyze event turned on and the OutboundEmail event turned off. This section includes the following topics: ● ● Description of the Analyze workflow on page 114 Sample Analyze workflow on page 115 Description of the Analyze workflow The analyze workflow receives a notification e-mail from Siebel. Siebel project name Siebel filename How launched Default workflow server icemail_sbl_first.prj analyze_sbl ICEmailAnalyze event The workflow server that handles the ICEmail. 114 Avaya IC for Siebel Integration Guide May 2009 .

Avaya IC for Siebel Integration Guide May 2009 115 .Siebel-first e-mail workflow Sample Analyze workflow The following figure shows the Analyze workflow.

Chapter 7: Integration workflows 116 Avaya IC for Siebel Integration Guide May 2009 .

Importing a custom eScript for Siebel Universal Agent on page 158 11. Configuring the AICD on page 149 9. Installing integration components on Avaya IC on page 122 2.Chapter 8: Overview of tasks for Hybrid Siebel Perform the following tasks for a Hybrid Siebel integration. Checking the AICD environment (optional) on page 155 10. Configuring the Avaya EAI servers on page 163 12. Configuring one or more of the following workflows or channels: ● ● ● Siebel Avaya IC Siebel ● ● Avaya IC Siebel Avaya IC Configuring voice qualification workflows on page 175 Configuring Web chat qualification workflows on page 181 Configuring an e-mail channel on page 193 Avaya IC for Siebel Integration Guide May 2009 117 . Designing Avaya Agent databases on page 124 3. Where performed Avaya IC Task 1. Installing and configuring an Avaya IC secondary ORB server on Siebel on page 138 6. Configuring Avaya IC on page 133 5. ! Important: Important: Do the following steps in the order shown. Installing the AICD on page 144 8. Creating a Siebel AICD server on page 141 7. Deploying the Avaya Agent task bar (Hybrid Siebel only) on page 130 4.

see Architecture for Hybrid Siebel on page 28.Chapter 8: Overview of tasks for Hybrid Siebel Related topics For more information about the Hybrid Siebel integration. see Selecting an integration between Avaya IC and Siebel on page 22 and Media features on page 24. 118 Avaya IC for Siebel Integration Guide May 2009 . For more information about the architecture.

Creating a Siebel AICD server on page 141 6. Installing and configuring an Avaya IC secondary ORB server on Siebel on page 138 5. Installing the AICD on page 144 7. Configuring the Avaya EAI servers on page 163 12. Checking the AICD environment (optional) on page 155 9. Where performed Avaya IC Task 1.Chapter 9: Overview of tasks for Native Siebel Perform the following tasks for a Native Siebel integration. ! Important: Important: Do the following steps in the order shown. Configuring ASIS (Native Siebel integration only) on page 159 11. Installing integration components on Avaya IC on page 122 2. Configuring the AICD on page 149 8. Configuring one or more of the following workflows or channels: ● ● Siebel Avaya IC Siebel Avaya IC or Siebel ● ● Avaya IC Siebel Avaya IC Configuring voice qualification workflows on page 175 Configuring an e-mail channel on page 193 Avaya IC for Siebel Integration Guide May 2009 119 . Importing a custom eScript for Siebel Universal Agent on page 158 10. Designing Avaya Agent databases on page 124 (optional for Native Siebel) 3. Configuring Avaya IC on page 133 4.

see Architecture for Native Siebel on page 29. see Selecting an integration between Avaya IC and Siebel on page 22 and Media features on page 24.Chapter 9: Overview of tasks for Native Siebel Related topics For more information about the Native Siebel integration. For more information about the architecture. 120 Avaya IC for Siebel Integration Guide May 2009 .

! Important: Important: Always refer to the latest Siebel documentation when performing any of the procedures that use Siebel Tools or the Siebel windows. Avaya cannot guarantee the accuracy of these procedures.Chapter 10: Installation and configuration tasks for all channels This section describes the tasks required to install and configure the Avaya IC for Siebel integration system. This section includes the following topics: ● ● ● ● ● ● ● ● ● ● ● ● Installing integration components on Avaya IC on page 122 Designing Avaya Agent databases on page 124 Deploying the Avaya Agent task bar (Hybrid Siebel only) on page 130 Configuring Avaya IC on page 133 Installing and configuring an Avaya IC secondary ORB server on Siebel on page 138 Creating a Siebel AICD server on page 141 Installing the AICD on page 144 Configuring the AICD on page 149 Checking the AICD environment (optional) on page 155 Importing a custom eScript for Siebel Universal Agent on page 158 Configuring ASIS (Native Siebel integration only) on page 159 Configuring the Avaya EAI servers on page 163 Avaya IC for Siebel Integration Guide May 2009 121 . Use these procedures when installing and configuring any type of channel.

For more information. see the Siebel Website. Siebel is incompatible with the Sun Java Virtual Machine (JVM) and you may need to change browser settings on the Siebel client machines. see the Siebel Website. ● ● Installing integration components on Avaya IC This section includes the following topics: ● ● ● ● Where to perform this procedure on page 123 Before you begin on page 123 Installing the integration components on Avaya IC (Windows) on page 123 Installing the integration components on Avaya IC (Solaris or AIX) on page 124 122 Avaya IC for Siebel Integration Guide May 2009 . The Siebel thin client does not perform correctly on early versions of Internet Explorer. Read Planning and prerequisites on page 41 for details. Always create a backup copy of the Siebel Server object repository before making any changes using Siebel Tools. Adapt the procedures in this guide to conform to your company practices for modifying the Siebel object repository and Siebel database in your production environment. Test all changes to the Siebel object repository in a non-production environment before deploying them in your production environment. Prerequisites Verify the following conditions before you begin: ● The Avaya IC and Siebel systems should be installed and functional before proceeding. For more information.Chapter 10: Installation and configuration tasks for all channels Working with Siebel Tools ! Important: Important: The Siebel procedures in this guide assume that you are working in a non-production environment.

Select Interaction Engine Servers Description Installs the Siebel integration EAI server on this machine. Click Next to proceed with the installation. Follow the instructions in the installation wizard for accepting the license agreement and browsing to the correct directory.Installing integration components on Avaya IC Where to perform this procedure Perform this procedure on the Avaya IC system. and generate your database. These files should be installed on the machine where the Avaya IC Workflow Designer and Database Designer interfaces reside. Before you begin Shut down Avaya IC. Avaya IC should not be running when you install the integration. Insert the integration CD. Click Finish to complete the installation. You can find the installer at the following location: \SiebelAllPlatforms\AICSiebelNT\InstData\Windows\VM The "Avaya Interaction Center 7.2 Servers for Siebel" window appears. Run the installer AICServers_for_Siebel. build your workflows. Design & Admin 5. Avaya IC for Siebel Integration Guide May 2009 123 .exe. This is the machine where you will design your agent. Installing the integration components on Avaya IC (Windows) To install the Avaya IC components when you have a Windows operating system: 1. 3. 2. Continue to Designing Avaya Agent databases on page 124. 7. 6. You can install the Siebel integration EAI servers on an Avaya IC server or Siebel server. 4. An Avaya IC ORB server must be installed on the machine for the EAI server to work. Click Next when prompted. Installs the workflows and database files. Select one or both of the following boxes.

4. you must design the Avaya Agent databases. This section includes the following topics: ● ● ● ● ● Where to perform these procedures on page 125 Changing the ADL Include Path for ccq. Continue to Designing Avaya Agent databases on page 124. browse to and execute /SiebelAllPlatforms/AICSiebelSol/ InstData/sparc/VM/AICenter_for_Siebel. Insert the integration CD. 2. browse to and execute /SiebelAllPlatforms/AICSiebelAIX/ InstData/AIX/VM/AIC_for_Siebel. Before you can install any agents. You need to design the Avaya Agent databases only once on the Avaya IC system.adl on page 125 Generating the Windows application on page 126 Changing the ADL Include Path for repository.bin On AIX. These tasks are usually performed by a system administrator. and other design files. Click Next when prompted.bin ● This will install the Avaya servers. Designing Avaya Agent databases Note: Note: This section is optional if you have an Avaya IC for Native Siebel configuration. Avaya workflows.Chapter 10: Installation and configuration tasks for all channels Installing the integration components on Avaya IC (Solaris or AIX) To install the Avaya IC components when you have a Solaris or AIX operating system: 1. 3. Follow the instructions in the installation wizard for accepting the license agreement and browsing to the correct directory. 5. the EAI server. Click Finish to complete the installation.adl on page 128 Reconfiguring the IC Repository on page 129 124 Avaya IC for Siebel Integration Guide May 2009 . Do one of the following tasks: ● On Solaris.

adl file and open it.Database Designer window. Example: c:\<AVAYA_IC72_HOME>\design\CallCenterQ\ccq.adl .2 > Database Designer. In the ccq. Click the ellipsis (…) button to the right of the Upload scripts from these directories area in the middle of the window. Example: 4. select the ccq path name in the left navigation pane of Database Designer.Designing Avaya Agent databases Where to perform these procedures Perform these procedures at the location shown in the following table. 2. Example: Avaya IC for Siebel Integration Guide May 2009 125 . Interface Database Designer System Avaya IC Changing the ADL Include Path for ccq. Go to Database Designer by navigating to Start > Programs > Avaya Interaction Center 7.adl 3. browse to the ccq.adl To change the ADL Include Path to match your design machine: 1. In the Workflow Designer.

adl file. 7. verify that you have performed the Avaya installation described in Installing integration components on Avaya IC on page 122. On the Generate Windows Application window. Generating the Windows application To generate the Windows application: 1. Reopen the ccq. Select File > Generate Windows Application… 3. 10.adl file. Click OK. Reopen the ccq. Select File > Close. even though you will need to reopen it. Press Ctrl+S to save the file. 6. 9. 8. Note: ! Important: Important: Do not omit saving this file in the next step. add the qconsole\siebel path. In the ADL Include Path window.Chapter 10: Installation and configuration tasks for all channels 5. select only the following fields: ● ● ● ● Messages IC Scripts Avaya Agent Layout EDU Layout 126 Avaya IC for Siebel Integration Guide May 2009 . Note: If you do not see this directory. press the Add button and browse to the path you want to add. 2. Example: e:<AVAYA_IC72_HOME>\design\qconsole\siebel Additional information: To add a path. Continue to Generating the Windows application on page 126. Reference: See Steps 1 and 2.

Designing Avaya Agent databases 4.cdl avaya_agent_sbl_ja.cdl avaya_agent_sbl_zh.cdl Avaya IC for Siebel Integration Guide May 2009 127 . select the appropriate layout file for the language you want installed.cdl avaya_agent_sbl_fr. In the text box next to Avaya Agent Layout.cdl avaya_agent_sbl_pt.cdl avaya_agent_sbl_th.cdl avaya_agent_sbl_es.cdl Filename avaya_agent_sbl_en.cdl avaya_agent_sbl_de.cdl avaya_agent_sbl_it.cdl avay_agent_sbl_zt_cdl avaya_agent_sbl_ko. Language English * Spanish German French Italian Portuguese Chinese Traditional Chinese Korean Japanese Thai * Default Example: e:\<AVAYA_IC72_HOME>\design\qconsole\siebel\avaya_agent_sbl_es.

8.adl To change the repository.xsl eduviewer_fr_FR. 11. Do you want to proceed? 10. In the Name field. Browse to the repository.xsl eduviewer_zh_CN. 7.adl 128 Avaya IC for Siebel Integration Guide May 2009 . 9.adl on page 128.Chapter 10: Installation and configuration tasks for all channels 5. In the text box next to EDU Layout.xsl eduviewer_es_CO.adl to match your design machine: 1. Select File > Close.xsl eduviewer_it_IT. select the appropriate eXtensible Stylesheet Language (XSL) file.xsl Example: e:\<AVAYA_IC72_HOME>\design\qconsole\eduviewer_en_US.xsl 6. Changing the ADL Include Path for repository. Language English Spanish German French Italian Portuguese Chinese Traditional Chinese Korean Japanese Thai Filename eduviewer_en_US.adl file and open it. Enter your Login Id and Password. Click OK.xsl eduviewer_th_TH.xsl eduviewer_ja_JP.xsl eduviewer_zt_TW.xsl eduviewer_pt_BR.xsl eduviewer_de_DE. Continue to Changing the ADL Include Path for repository. If you get the following message. select interaction_center. click Yes: Directory <directory path> is already present and files in that directory may be replaced. Example: e:\<AVAYA_IC72_HOME>\design\repository\repository.xsl eduviewer_ko_KR.

select File > Save.Database Designer window. 4. 3. Wait until the process has completed. 6. Continue to Reconfiguring the IC Repository on page 129. If you made any changes. 7. In the respository. make sure that only the common and qconsole paths are listed. Reconfiguring the IC Repository To reconfigure the IC Repository: 1. Select File > Database Administration … 3. Deploying the Avaya Agent task bar (Hybrid Siebel only) on page 130 For Native Siebel integration. Type the IC Administrator Login Id and Password. 5. Continue to one of the following steps: ● For Hybrid Siebel integration.adl 2. To remove a path. Result: If you are using Oracle. Click Close. Configuring Avaya IC on page 133. Example: e:\<AVAYA_IC72_HOME>\design\repository\repository. 7. ● Avaya IC for Siebel Integration Guide May 2009 129 . 4.adl . select the ADL path name in the left navigation pane of Database Designer. 6. In the ADL Include Path window. Example: e:<AVAYA_IC72_HOME>\design\common e:<AVAYA_IC72_HOME>\design\qconsole Additional information: ● ● To add a path. Select File > Close to close the repository. Press the ellipsis (…) button to the right of the ADL Include Path area in the middle of the window. Click Run.adl file. you are prompted for your database password. Make sure that Reconfigure is selected.Designing Avaya Agent databases 2.adl file again and open it. press the Add button and browse to the path you want to add. Browse to the repository. 5. press the Remove button and browse to the path you want to remove.

Installing the Siebel integration help files The procedures in this section describe how to install the Siebel integration help files for Avaya Agent. This section includes the following topics: ● ● ● ● ● Where to perform this procedure on page 130 Localized help file directories on page 131 Prerequisite on page 131 Installing only the English help file on page 131 Installing localized Siebel help files on page 132 Where to perform this procedure Perform this procedure on each of your agent PCs. 130 Avaya IC for Siebel Integration Guide May 2009 . see Avaya Rich Agent installation guide. This section includes the following topic: ● ● Installing the Avaya Agent task bar on page 130 Installing the Siebel integration help files on page 130 Installing the Avaya Agent task bar For installing the Avaya Agent task bar refer to the IC Installation and Configuration guide. see IC Agent Installation guide. Note: This section is applicable only if you have a Hybrid Siebel integration.Chapter 10: Installation and configuration tasks for all channels Deploying the Avaya Agent task bar (Hybrid Siebel only) The procedures in this section describe how to deploy the Avaya Agent task bar and associated help files. For detailed procedures on how to install the Avaya Agent task bar. Note: For more information on Avaya Agent task bar.

Deploying the Avaya Agent task bar (Hybrid Siebel only) Localized help file directories The install. so this should not be a concern.chm Prerequisite Make sure all agent PCs have Avaya Agent installed..chm \pt_BR\agent_pt_BR. ! Important: Important: You will overwrite the existing non-integrated Avaya Agent help file in the next step.chm \ru_RU\agent_ru_RU. There is currently no Siebel localized help for languages not listed above.chm \th_TH\agent_th_TH. Language English Spanish German French Italian Portuguese Korean Japanese Thai Russian Simplified Chinese Traditional Chinese Help file directory \en_US\agent_en_us. The Siebel help file includes all relevant Avaya Agent and Siebel help topics. To install only the English help file: 1.SiebelHybridRC\InstData\Windows\VM. Avaya IC for Siebel Integration Guide May 2009 131 .. Locate the English help file at Docs\agent_en_us.chm \es_CO\agent_es_CO.chm \zh_CN\agent_zh_CN.chm \ja_JP\agent_ja_JP.chm on the integration CD.chm \fr_FR\agent_fr_FR. Installing only the English help file Use this procedure if you want to install only the English Avaya Agent help file for the Siebel integration. Avaya Agent expects to find the help files at these locations under .chm \de_DE\agent_de_DE.chm \ko_KR\agent_ko_KR.chm \it_IT\agent_it_IT.chm \zt_TW\agent_zt_TW.exe installs the help files under these directories.

Restart Avaya Agent. Continue to Configuring Avaya IC on page 133. 5. To install the localized help files: 1.Chapter 10: Installation and configuration tasks for all channels 2. The Avaya Agent task bar uses the help file for the configured language when the agent selects Help.chm file to the IC_INSTALL_DIR\IC72\help\AvayaAgent\ en_US folder on the agent PC. 4. Continue to Configuring Avaya IC on page 133. 6. The program installs the English and all localized help files to language-specific subdirectories under <AVAYA_IC72_HOME>\help\AvayaAgent. 132 Avaya IC for Siebel Integration Guide May 2009 . see IC Installation and Configuration. For more information about automatic updates. Locate LangPack\LangPack_Siebel. The Siebel help files include all relevant Avaya Agent and Siebel help topics. Result 1: If Avaya Agent is not installed. Click Finish. Result 2: If Avaya Agent is installed.exe on the integration CD. Installing localized Siebel help files This procedure installs the English and all of the localized help files for the Siebel integration. Copy the agent_en_us. 4. Please contact a product administrator. the following text displays: Unable to locate an Avaya Agent XX installation. For more information about automatic updates. ! Important: Important: You will overwrite the existing non-integrated Avaya Agent help files in the next step. 3. Run the executable file on an agent PC. so this should not be a concern. 2. 3. see IC Installation and Configuration. Perform Steps 1 and 2 on all agent desktops or use Avaya Agent automatic updates to simultaneously update all agent desktops. several installation messages display followed by the Language Pack 1 Installation Complete window. Perform Steps 2 through 4 on all agent desktops or use Avaya Agent automatic updates to simultaneously update all agent desktops.

This section includes the following topics: ● ● ● ● About the Commit Property Changes window on page 133 Where to perform these procedures on page 133 Setting Avaya IC properties on page 134 Configuring the home directory for Avaya Agent task bar (Hybrid Siebel only) on page 136 About the Commit Property Changes window Always click Yes if you see the following window while you are performing these procedures.Configuring Avaya IC Configuring Avaya IC The procedures in this section describe how to configure the Avaya IC properties to enable the Avaya IC for Siebel integration. or you will lose your changes. Where to perform these procedures Perform these procedures at the location shown in the following table. Interface IC Manager System Avaya IC Avaya IC for Siebel Integration Guide May 2009 133 .

Chapter 10: Installation and configuration tasks for all channels Setting Avaya IC properties Use this section to set the Avaya IC properties to enable the Avaya IC for Siebel integration. Navigate to Start > Programs > Avaya Interaction Center 7. Select IC in the top left corner of the Groups window. 134 Avaya IC for Siebel Integration Guide May 2009 . Select Tools > Groups. 3. To set the Avaya IC properties: 1.2 > IC Manager. 2. Select the Properties tab. 4.

Section All channels Agent/Desktop ContactSuspensionEnabled IntegratedApplication Layout ScreenPopEnabled WrapUpEnabled WrapUpType Agent/Desktop/Directory ShowAgentsOnStartup ShowAllAgents Agent/Desktop/ScreenPop PopOnAllArrivingContacts PopOnContactActivation PopOnFirstArrivingContact Agent/Desktop/Siebel AutoLoginEnabled LaunchURL Agent/Desktop/Siebel/ AutoLogin PasswordFormat UserNameFormat WaitTime Agent/Desktop/WAC AlwaysOnTop AppMode E-mail channel only Agent/Desktop/WAC ShowOnEmailActivate ShowOnEmailSelect Web chat channel only Agent/Desktop/WAC ShowOnChatActivate ShowOnChatSelect Yes No No No No Siebel avaya_agent_sbl Yes Yes (optional) Siebel Yes (optional) Controls agents that are viewed in the UAD. Select a section from the Sections list using the values in the following table. No Yes (required) Yes Yes URL for Siebel thin client None (optional) Upper 10 Yes siebel Property Property Value Avaya IC for Siebel Integration Guide May 2009 135 .Configuring Avaya IC 5.

Click Ok. Continue to Installing and configuring an Avaya IC secondary ORB server on Siebel on page 138. The procedures in this section describe how to configure the home directory property for agents who use the Avaya Agent task bar. Select a property from the Name and Value fields in the right pane using the table in Step 5. 10.Chapter 10: Installation and configuration tasks for all channels For more information. Configuring the home directory for Avaya Agent task bar (Hybrid Siebel only) Note: Note: This section is applicable only if you have a Hybrid Siebel integration. 8. Return to Step 3 and repeat this procedure until you have edited all of the properties in the table. Click Ok to close the Group Manager window. 7. 12. Interface IC Manager System Avaya IC 136 Avaya IC for Siebel Integration Guide May 2009 . 9. Click the Edit server button to edit this property. This section includes the following topics: ● ● Where to perform these procedures on page 136 Configuring the home directory property on page 137 Where to perform these procedures Perform these procedures at the location shown in the following table. 11. Change the value of the property in the Value field to the suggested value in the table. see the following topics: ● ● Wrap-up on page 75 Siebel integration agent properties on page 77 6.

and Execute permissions for that directory ● 3. Have the required Read. Note: Do not use this syntax if the shared directory is on a UNIX machine. Write.com\ AgentResource Syntax for home directory Z:\AgentResource Avaya IC for Siebel Integration Guide May 2009 137 . Note: You can use this syntax if the shared directory is on a Windows or UNIX machine. \\resource. Since the Avaya Agent task bar is only supported on Windows.xyzcorp. 2. create the shared directory for the home directory on a network machine. The syntax that you use to configure the home directory property depends upon how the machine that hosts the Avaya Agent task bar will access the directory. If it does not already exist.com as the shared directory. Each agent workstation uses UNC notation in Windows Explorer to access the shared directory. Avaya Agent access to shared directory You map the Z: drive on each agent workstation to the shared directory folder hosted on a Windows network machine. Configure the Agent/Desktop/WAC. These examples use the AgentResource directory on a machine named resource.xyzcorp. Customers. see IC Administration Volume 2: Agents. To configure the home directory: 1. Ensure that all agent workstations that host the Avaya Agent task bar: ● Can access the shared directory for the home directory through either a mapped drive or UNC notation in Windows Explorer. the syntax for the home directory must be in a format that Windows can use to access another network machine. & Queues. For more information about the home directory property. The following table provides examples of the syntax used to configure the home directory property.HomeDir .Configuring Avaya IC Configuring the home directory property The home directory property is always configured from the perspective of the Avaya Agent task bar.

Chapter 10: Installation and configuration tasks for all channels Installing and configuring an Avaya IC secondary ORB server on Siebel ! Important: Important: For more detailed procedures and for cautions and tips. For information about installing and configuring a secondary ORB Server when you have a Solaris or AIX operating system. Related topic For more information. you must install Avaya IC on the Siebel server. You will also need to use IC Manager on your primary Avaya IC system for some of the steps. see IC Installation and Configuration. Before you begin Before you can install the AICD Siebel server. and configure a secondary ORB Server. This section includes the following topics: ● ● ● ● Where to perform this procedure on page 138 Before you begin on page 138 Solaris and AIX operating systems on page 138 Procedure for Windows on page 139 Where to perform this procedure Perform the following procedure on the Siebel system. 138 Avaya IC for Siebel Integration Guide May 2009 . see ORB Servers on page 63. see IC Installation and Configuration. Solaris and AIX operating systems This procedure assumes that you are installing the Avaya IC secondary ORB Server on Windows.

6.2 CD-ROM 1. The ORB server cannot run on any other network interface card. Type the IP Address or the fully-qualified domain name of the machine that hosts the primary ORB server. After the successful IC installation. you must select the IP address for the first network interface card on the machine. Insert Avaya IC Release 7. The configuration tool is located at: <Avaya Install Dir>\bin 7. When the Configuration Tool window opens. The Avaya IC installer starts automatically. In the Product Installation screen. When the Avaya IC installer opens. The Avaya IC installer exits if you do not agree to the terms of the agreement. Type a new port assignment if necessary. Important: If the secondary ORB server runs on a machine with multiple network interface cards. read the entire Avaya IC license agreement carefully. navigate to the Servers directory on the CD-ROM and run install.Installing and configuring an Avaya IC secondary ORB server on Siebel Procedure for Windows ! Important: Important: Repeat this procedure for every Siebel Communications Server in your environment. To install an Avaya IC server on the Siebel Communications Server: 1. then accept the terms of the agreement. Field Select Mode IP Address Value Select Secondary Confirm that the IP address is the correct IP address for the target machine. 4. 5. The Avaya IC installer can take several minutes to copy the requested files to the machine. If the Autorun is disabled on the computer. Continue to follow the prompts in the Avaya IC Windows installer. Select Next. Log in to the machine with an account that has the required Administrator privileges. run the configure. 3.bat. If the target machine does not have sufficient space to install the components. 2. then follow the prompts in the installer.bat file to start the Configuration tool. select the values in the following table. the Avaya IC installer displays an error message. Secondary ORB Port Primary Host Name Confirm that the port assignment is an available port on the target machine. click Core Servers. Avaya IC for Siebel Integration Guide May 2009 139 .

Tip: 140 Avaya IC for Siebel Integration Guide May 2009 . type /opt/oracle/Ora_ic 9. 14. see IC Installation and Configuration. This domain is typically the Default domain. Restart your computer. The Configuration Tool closes and returns you to the installer. follow the prompts. b.2 > IC Manager. Cleared 8. 13. For example. Tip: Navigate to Start > Programs > Avaya Interaction Center 7. Type the home directory of the Oracle client on the machine that hosts the core servers in the Oracle Home field. Type the NLS Lang parameter in the NLS Lang field to specify the character set of the database. If you get a message that says your Oracle Home is not valid. 10. Select and check the Oracle Setup box. Restarting your Siebel Server is service affecting. Click Apply Settings. Click OK in the Success dialog box. This value must include UTF8. Type the password associated with the IC Login. Type the name of the Avaya IC domain that includes the primary ORB server. ! CAUTION: CAUTION: Your computer will have to be restarted for the changes to take effect. see IC Installation and Configuration. If the Avaya IC system includes an Oracle database: a. In the Avaya IC installer. Click Exit. For more information. 12. The NLS Lang setting must match the value used to create the Oracle database. c. click OK. For more information.Chapter 10: Installation and configuration tasks for all channels Field Primary ORB Port IC Login IC Password IC Domain Start ORBServer Value Confirm that the port is the one you configured for the primary ORB server. 11. Go to your primary Avaya IC system and run IC Manager to check your secondary ORB Server installation. Type the administrative login ID that will run the Avaya IC servers.

This section includes the following topics: ● ● Where to perform this procedure on page 141 Procedure on page 142 Where to perform this procedure Perform this procedure at the location shown in the following table. you must create a Siebel AICD server by administering a new server component using IC Manager. Creating a Siebel AICD server Now that you have the secondary Avaya IC ORB installed on the Siebel server. the secondary ORB Server is installed on a machine called jag_sbl1. Interface IC Manager System Primary Avaya IC Avaya IC for Siebel Integration Guide May 2009 141 . Continue to Creating a Siebel AICD server on page 141. Example: In the following figure. Check for a new ORB Server in your default domain that will be named after the Siebel server on which you just installed your secondary ORB Server. 16.Creating a Siebel AICD server 15.

Select the Server tab.Chapter 10: Installation and configuration tasks for all channels Procedure To create a Siebel AICD server: 1. 8. Example: Note: Note: Unlike this example. In the Server Editor window. Navigate to Start > Programs > Avaya Interaction Center 7. 3. Host Port 142 Avaya IC for Siebel Integration Guide May 2009 . Example: AICD_Jaguar2 Select the IP address of the Siebel host where the AICD will reside. Right-click inside the pane with the list of servers. 2. 4. type or select the following values. 7. select SiebelAICD. and select All Domains.2 > IC Manager. The Siebel AICD server has the IP address of the Siebel host. Click Ok. your window should display data. Log in to IC Manager. In the Server Type field. Type a port number that does not conflict with an existing TCP/IP port on the Siebel host. Select New… from the right-click list. Field Name Value Type a name that identifies both the AICD and the Siebel host where the AICD will reside. 5. Most other servers will have the IP address of the Avaya IC system. 6.

Click Ok to complete the Siebel AICD server creation. Click the ellipsis (…) button next to the Trace Levels field.Creating a Siebel AICD server Field Domain Directory Executable Value For instructions on how to configure domains. 13. Select the SiebelAICD tab. 9. Avaya IC for Siebel Integration Guide May 2009 143 . 12. Result: The Trace Levels window opens. Make sure that the Allow ORB to start AICD field is unchecked. but select a valid directory name anyway. This field is not used. Choose one of the choices shown in the following table: For minimal logging. This field is not used. but select something anyway. the log level should not be set at a level greater than usr2. The Avaya IC ORB Server does not start the AICD server. Make sure that the Auto Start check box is unchecked. 14. You must reproduce your recent changes on the other Avaya IC components and servers. Select the Debug tab from the Server Editor window. select the following fields: ● ● ● ● ● ● usr1 usr2 usr3 usr4 flush idl Reference: For more information about logging levels. Click Ok to accept the trace level changes you made. 17. navigate to Manager > Refresh. see Avaya IC domain deployment guidelines on page 46. Instead. 11. select the following field: idl For maximum logging. To do this. 16. For normal system operations. the AICD server is started and shut down by the Siebel Communications server. see Log files on page 258. 15. The flush setting slows down all AICD processes. ! Important: Important: Do not set your logging level to flush for normal operating conditions. 10.

If errors are reported. Installing the AICD This section includes the following topics: ● ● ● ● ● Before you begin on page 144 Upgrading Avaya IC on page 144 Where to perform these procedures on page 145 Installing the AICD (Windows) on page 145 Installing the AICD (Solaris or AIX) on page 146 Before you begin Before you can install the AICD. 19. Continue to Installing the AICD on page 144. see one of the following topics: ● ● Installing and configuring an Avaya IC secondary ORB server on Siebel on page 138 Creating a Siebel AICD server on page 141 Upgrading Avaya IC This procedure automatically backs up the following directory so that you can save your customizations during an upgrade. and create the Siebel AICD server in IC Manager. you must install a secondary ORB on the Siebel server. Isolate and correct the problems and return to Step 17. Source directory <SIEBEL_HOME>\siebel\siebsrvr\bin\enu Backup directory <SIEBEL_HOME>\backup\siebel\siebsrvr\bin\enu 144 Avaya IC for Siebel Integration Guide May 2009 . Select Manager > Update ORB Servers. your vesp changes may not be properly updated on the servers. Related topics For more information.Chapter 10: Installation and configuration tasks for all channels 18.

Click Next when prompted. Continue to Verifying the Windows environment variable on page 145.exe. 1.1. and the AICDStrings. Where to perform these procedures Perform these procedures on the Siebel system. 4. 2. You will need to make adjustments to these procedures if you have any other Windows version. Run the installer SiebelNT.0. Example: Browse to c:\sba80 for Siebel 8. Installing the AICD (Windows) To install the AICD when you have a Windows operating system: 1.Installing the AICD ! Important: Important: Only the AICD. Insert the integration CD.5 c:\sba81 for Siebel 8. AICD definition file.def and AICDStrings. This path is used by the AICD to locate their supporting files.txt files are saved. Click Finish. Follow the instructions in the installation wizard for accepting the license agreement and browsing to the Siebel installation directory. Navigate to Start > Settings > Control Panel > System.txt file. To update the Windows system path: Note: This procedure assumes you have Windows 2000. This includes the AICD. 5. Note: Avaya IC for Siebel Integration Guide May 2009 145 . The path looks like this: /Siebel_All_Platforms/SiebelNT/InstData/Windows/VM 3. Verifying the Windows environment variable The Windows installer automatically adds an environment your Windows system path to add %AVAYA_IC72_HOME%\bin.0. This will install the integration components on the Siebel server.1.0 Result: Progress gauges display.

b. 7. Click OK. Add the following text to the existing path: %AVAYA_IC72_HOME%\bin Tip: Use . Select Environment Variables. 9. After all AICDs have been installed and configured. click Cancel and continue with step 8. Select the Advanced tab. includes the following: %AVAYA_IC72_HOME%\bin 6. If the Variable Value field includes the correct system variable. continue to Configuring the AICD on page 149. to separate the entries.bin 146 Avaya IC for Siebel Integration Guide May 2009 . 3. 5. Insert the integration CD. Tip: ! Important: Important: Make sure that there are no extra spaces nor other extra characters in the path including immediately before or after the . c. Restart the Siebel server. 2. If the Variable Value field does not include the correct system variable a. 8. Double-click Path in the System variables field. 4. Verify that the Variable Value field. browse to and execute: /SiebelAllPlatform/SiebelSolaris/InstData/Solaris/VM/ SiebelSolaris. Installing the AICD (Solaris or AIX) To install the AICD when you have a Solaris or AIX operating system: 1. separator.Chapter 10: Installation and configuration tasks for all channels 2. Return to Installing the AICD (Windows) on page 145 and repeat this procedure for every Siebel Communications Server in your environment. Do one of the following tasks: ● On Solaris.

Avaya IC for Siebel Integration Guide May 2009 147 .sh file for the Siebel server. Make sure you do not use the siebenv. The Gateway server is located under a subdirectory called gtwysrvr. Click Next when prompted. and LD_LIBRARY_PATH. and the AICDStrings.sh file for the Siebel Gateway server. 4. Example: Browse to \opt\siebel\ Result: Progress gauges display. Navigate to your siebenv. To modify the Solaris and AIX path variables: 1.bin This will install the integration components on the Siebel server. The variables are PATH. AICD definition file.txt file. Modifying Solaris and AIX variables You must modify or define three Solaris and AIX environment variables to integrate Avaya IC with Siebel. Click Finish. Follow the instructions in the installation wizard for accepting the license agreement and browsing to the correct directory.Installing the AICD ● On AIX. browse to and execute: /SiebelAllPlatform/SiebelAIX/InstData/AIX/VM/SiebelAIX.This includes the AICD. AVAYA_IC72_HOME. This file should be located under a subdirectory called siebsrvr. 5. Continue to Modifying Solaris and AIX variables on page 147. 3.

5.sh file. Depending on the shell you use. 3. preferably at the beginning of the file. syntax may be different. Restart the Siebel server. 4. 148 Avaya IC for Siebel Integration Guide May 2009 . Solaris example: AVAYA_IC72_HOME=<AvayaHomeDir> export AVAYA_IC72_HOME LD_LIBRARY_PATH=${LD_LIBRARY_PATH}:${AVAYA_IC72_HOME}/lib export LD_LIBRARY_PATH PATH=$PATH:${AVAYA_IC72_HOME}/bin export PATH AIX example: AVAYA_IC72_HOME=<AvayaHomeDir> export AVAYA_IC72_HOME LIBPATH=${LIBPATH}:${AVAYA_IC72_HOME}/lib export LIBPATH PATH=$PATH:${AVAYA_IC72_HOME}/bin export PATH Replace <AvayaHomeDir> with the full path to your Avaya Home Directory.Chapter 10: Installation and configuration tasks for all channels 2. Add the following three environment variables to the siebenv. Return to Installing the AICD (Solaris or AIX) on page 146 and repeat this procedure for every Siebel Communications Server in your environment. so please use the syntax appropriate to the shell you use for your Siebel server. Continue to Configuring the AICD on page 149.

Where to perform these procedures Perform these procedures at the following location. see Siebel user interface on page 87. This section includes the following topics: ● ● ● ● ● ● ● ● Before you begin on page 149 Where to perform these procedures on page 149 AICD Siebel administration on page 150 Importing the AICD Siebel configuration on page 151 Associating Siebel agents with the AICD on page 152 Creating a teleset on page 153 Adding at least one extension on page 153 Adding responsibilities to lists on page 154 Before you begin The following conditions should be true before you begin these procedures: ● ● The AICD is installed. Do not try to perform the steps in an order that is different from the order presented here unless you are familiar with how Siebel communication drivers are administered. Avaya IC for Siebel Integration Guide May 2009 149 .Configuring the AICD Configuring the AICD ! Important: Important: The order of the configuration steps is significant. Interface Siebel windows System Siebel Related topic For more information. Your employees have already been administered in the Siebel database. Information provided in earlier steps is used in later steps.

def file. or on another machine that has access to the AICD.def file to a directory that is accessible.Chapter 10: Installation and configuration tasks for all channels AICD Siebel administration You can administer the AICD to support multiple AICD configurations and multiple AICD profiles as along as each AICD configuration has only one AICD profile and each agent is part of only one configuration. 7. Go to the Site Map by pressing Ctrl+Shift+A. Field Name Comments Value You can enter anything with the words Avaya or AICD Configuration in the name. To create a communication configuration: 1. Click New on the Configurations window menu bar. 3. If it is not possible to run the Siebel thin client on a machine with access to the AICD. Example: Avaya IC7. 6. The AICD.def file was copied by the setup.def file. 5. Continue to Importing the AICD Siebel configuration on page 151. ! Important: Important: Save all entries before leaving a window.Communications > All Configurations. Log in to the Siebel thin client as a Siebel administrator. Go to Administration .2 ! Important: Important: Do not forget to do the following step. use ftp or copy the AICD. Create an entry for the AICD with the values shown in the following table. 150 Avaya IC for Siebel Integration Guide May 2009 . Press Ctrl+S to save the record. 4. 2.exe onto the Siebel server in a subdirectory called bin\enu. Creating a communication configuration You should run the Siebel thin client on the Siebel server. Type an appropriate comment.

Click Next to proceed. Click Next. located on the right side of the window under the Configurations tab. Select all of the following boxes: ● ● ● Configuration Parameters Commands Events Avaya IC for Siebel Integration Guide May 2009 151 . you are going to import the AICD. or communications drivers and profiles overwrites any existing configuration elements that use the same names.def file has been installed. or mount the drive where the AICD. The following directions assume that you are running the Siebel thin client on the Siebel server. ! Important: Important: Save all entries before leaving a window.def file has been installed in the \bin\enu directory on the Siebel server. commands and events.def file to a local directory. you must either copy the AICD. The AICD.def file. Click Import Configuration. 2. 3. It must be available from the machine where you are running your Siebel thin client. To import the AICD Siebel configuration from the definition file: 1. If you are not running the Siebel thin client on the Siebel server. Caution: Importing communications configuration parameters.Configuring the AICD Importing the AICD Siebel configuration In this procedure. Example: Result: A window with the following text opens.

Related topic For more information about administering Siebel agents.def 5. This step is optional if the default values for the driver parameters are adequate for your configuration. Browse to the AICD. Result: You might see the cursor change to an hourglass. Continue to Associating Siebel agents with the AICD on page 152. 7. Reference: For more information.1. Select the Agents tab located on the bottom third of the window. Procedure ! Important: Important: Save all entries before leaving a window. Set the AICD driver parameters on Avaya IC and Siebel.0: c:\sba8x\siebsrv\bin\enu\AICD. For example. see ServerMode parameter on page 245. a Native Siebel integration requires you to change the value of the ServerMode parameter to Native. or to any other valid definition file. see Driver parameters on page 399. see the Siebel documentation. 6.1. Example: For Siebel 8.5 and 8. Associating Siebel agents with the AICD This section includes the following topics: ● ● Before you begin on page 152 Procedure on page 152 Before you begin You must have already administered your Siebel agents under the Siebel Employee Administration window and administered your database.0.Chapter 10: Installation and configuration tasks for all channels ● Drivers & Profiles 4. 152 Avaya IC for Siebel Integration Guide May 2009 . To associate the Siebel agents with the AICD configuration: 1.def file. Click OK. There should be no errors. and you may have to wait for several minutes. For more information.0.

However. Select the Extensions tab located on the bottom third of the window. Avaya IC for Siebel Integration Guide May 2009 153 . To create a teleset: 1. Select the Siebel agents and click OK. Continue to Adding at least one extension on page 153.Communications tab. To add at least one extension: 1. 3. 4. The extensions you are adding with this procedure are not used by the AICD. Select the values shown in the following table. Press Ctrl+S to save the record. 3. 6. Value AICD AICD Adding at least one extension ! Important: Important: Save all entries before leaving a window. 5. Field Teleset Host 4. Creating a teleset ! Important: Important: Save all entries before leaving a window. 2. Click New under the Agents tab. Select All Telesets under the Administration . Result: The Add Agents window opens. Click New in the Telesets window menu bar. Siebel may expect these extensions to be administered. Click New under the Agent tab. The All Telesets View displays your selections. 7. Continue to Creating a teleset on page 153.Configuring the AICD 2. Select the agents and click OK.

Application > Responsibilities. Click New under the Extensions tab. Perform this procedure so that the agent can view responsibilities from certain pull-down lists. In the Responsibilities window menu bar. To add new responsibilities: 1. 2. ! Important: Important: Do not forget to do the following step. Adding responsibilities to lists ! Important: Important: Save all entries before leaving a window. Result: The Add Views window opens. The Views window is located on the lower half of the screen. This will add a view to this responsibility. click New. 154 Avaya IC for Siebel Integration Guide May 2009 . click New.Chapter 10: Installation and configuration tasks for all channels 2. Type AICD Responsibility in the Responsibility field. Your site will probably require additional views and responsibilities besides the ones described in this procedure. Press Ctrl+S to save the record. Result: The Add Agents window opens. 6. 4. Select the values shown in the following table. Continue to Adding responsibilities to lists on page 154. 4. and view the responsibility pop screens. go to the Site Map by pressing Ctrl+Shift+A. 5. This number is not validated or used by the AICD. 3. 5. 3. This procedure is optional. From the Siebel user interface. Press Ctrl+S to save the record. Go to Administration . In the Add Views window menu bar. Field Extension Type Extension Value S Select a telephone number.

Response View Consumer Detail View Contact Detail View Home Page View (WCC) 10. Repeat Step 11 until you have added all of the agents. Select an agent. Select Activity Detail View in the text box next to the starting with field. and click OK. Checking the AICD environment (optional) This section includes the following topics: ● ● Checking the AICD under Solaris on page 156 Checking the AICD under Windows on page 156 Avaya IC for Siebel Integration Guide May 2009 155 . 9. Click OK. 11. This will associate an agent to this responsibility. 13. 12.Checking the AICD environment (optional) 7. Example: 8. Continue to Checking the AICD environment (optional) on page 155. Repeat Steps 6 through 8 until you have added all of the following views: ● ● ● ● ● ● ● Activity Detail View All Activity List View All Contacts across Organizations Communication Detail . Click New under the Users tab.

Ldd to check the AICD dependencies.sh file in an earlier configuration step.so. Navigate to the Siebel bin directory.so. siebenv.so.so.so and libmttlogger.1 libdl. navigate to the Siebel Home directory.1 => /usr/lib/libdl. libmttoolkit. To check the AICD under Solaris: 1.so Result: The following ldd output shows unresolved dependencies for the files. The Solaris Ldd utility lists the dynamic dependencies of executable files or shared objects.so.1 => /usr/lib/libaio.sh.1 libmttoolkit.so => (file not found) libmttlogger. 2. Checking the AICD under Windows If your Siebel server has a Windows operating system. This test ensures that your system path setting is accurate and that the Siebel Communications Server can load the AICD.1 => /usr/lib/libnsl. libnsl. 3.so. These files should have been installed under <AVAYA_IC72_HOME>/bin when you installed Avaya IC on the Siebel Server. Continue to Importing a custom eScript for Siebel Universal Agent on page 158.so. On the UNIX command line. The siebenv.so. This is where the AICD should have been installed.so. 156 Avaya IC for Siebel Integration Guide May 2009 .so.Ultra-4/lib/libc_psr.so.so.1 librt.sh file will set the UNIX environment variables that are necessary for the AICD to run.dll. Invoke the Siebel environment file. The LD_LIBRARY_PATH variable is inaccurate.1 => /usr/lib/librt.so. you can use a Microsoft tool called depends. Run the following command: ldd libaicd.so.2 => /usr/lib/libmp. You updated the siebenv.Chapter 10: Installation and configuration tasks for all channels Checking the AICD under Solaris You can use the Solaris command line utility. ● 5.1 libc. 4.so and libmttlogger.1 libthread.exe to check the Siebel server configuration.so.2 libaio.1 => /usr/lib/libthread.so.1 => /usr/lib/libpthread.so files are not installed.so => (file not found) libpthread.so.1 This can be caused by: ● The libmttoolkit.1 => /usr/lib/libc.1 /usr/platform/SUNW.1 libmp.so.

This section includes the following topics: ● ● Before you begin on page 157 Procedure on page 157 Before you begin You will need to have a copy of Microsoft Visual Basic to access depends. If the icons next to these filenames displays ?. Check the entries for MTTOOLKIT. 6.0: c:\sba8x\siebsrv\bin 4.1.Checking the AICD environment (optional) You do not have to perform this procedure if you cannot locate a copy of depends. Procedure To check the Siebel server AICD environment: 1. 5. Avaya IC for Siebel Integration Guide May 2009 157 .dll. You did not reboot your Siebel server after updating the system path.1.exe. The system path variable is inaccurate.DLL.0.exe.0. Example: For Siebel 8. and click Open. 2. This window lists the AICD. Continue to Importing a custom eScript for Siebel Universal Agent on page 158.DLL and MTTLOGGER. Get a copy of depends. one of the following problems may have occurred: ● ● ● The DLL is not installed. Locate the AICD. Select File > Open and navigate to the Siebel server bin directory.dll and all of the DLLs required by the AICD. Result: The Dependency Walker window opens.5 or 8. Run depends.exe on your Siebel server. 3.exe from your Visual Basic software.

3. 5. Note: Importing a custom eScript for Siebel Universal Agent This section includes the following topics: ● ● Where to perform this procedure on page 158 Procedure on page 159 Where to perform this procedure Perform this procedure on the Siebel system using Siebel Tools. select Tools > Compile Projects. For more information. 2.srf to local directory accessible to Siebel Tools. Copy the siebel. 4. Select Locked projects. Select Compile. 3.srf file. For all the successive compilation reuse the same local file. Perform all compilations on this copy of the siebel. see Working with Siebel Tools on page 122. In Siebel Tools.Chapter 10: Installation and configuration tasks for all channels Compiling the SRF ! Important: Important: Test all changes to the Siebel object repository in a non production environment before deploying them in your production environment. 1. 2. 158 Avaya IC for Siebel Integration Guide May 2009 . Create a local copy of the SRF file: Note: You must copy this file only for the first time. Go to the \siebsrvr\objects\enu directory.srf file. Create a backup copy of the Siebel server object repository before making any changes using Siebel Tools. Browse to the local copy of siebel. To compile the SRF file: 1. Result: The Object Compiler window opens.

js This will import the eScript. You must configure an Agent Server for Integration with Siebel (ASIS) for a Native Siebel integration. 9.Configuring ASIS (Native Siebel integration only) Related topic For more information. 4.. Close the window. For Compilation. Procedure To import a custom eScript for the Siebel Universal Agent: 1. Continue to Configuring ASIS (Native Siebel integration only) on page 159. 3. 2. select Application from the Object Explorer pane. make sure that eScript is selected and click OK. This section contains the following topics: ● Where to perform this procedure on page 160 Avaya IC for Siebel Integration Guide May 2009 159 . right-click on Siebel Universal Agent. Select the \Integrations\. Configuring ASIS (Native Siebel integration only) Perform these procedures for Avaya IC for Native Siebel integrations only. Select the Siebel Universal Agent application. Example: \Integrations\sba80\Email\SiebelFirst\SiebelUniversalAgent. see ASIS on page 59. Press Ctrl+S to save. In the Applications pane. 12. refer to Compiling the SRF on page 158. 11. Select Tools > Lock Project. 6. For more information about ASIS.js file from the integration CD and click ok.. 8. 5. If you see the Scripting Language pop-up. Go to File > Import. Result: The Script Editor window opens. see Siebel Tools on page 90. From Siebel Tools. 7. 10. Select Edit Server Scripts.\SiebelUniversalAgent.

8. You must have already installed the Avaya IC integration as described in previous chapters. Adding ASIS to IC Manager To add an ASIS server to your Avaya IC environment: 1. Prerequisites ASIS is installed as part of the Avaya installation on the Avaya Components for Siebel Integration CD. 2. Log in to IC Manager. Field Name Host Domain Value Enter a name for your server. 160 Avaya IC for Siebel Integration Guide May 2009 . Click OK. 7. 6. ASIS is installed as part of the Interaction Engine Servers. Type or select the following values. Navigate to Start > Programs > Avaya Interaction Center 7. Select the General tab. 4. Select the IP address of the Siebel host where ASIS will reside.2 > IC Manager. Select the ASIS tab. 5. 3. For instructions on how to configure domains. Select Server > New. Select ASIS in the Server Type field.Chapter 10: Installation and configuration tasks for all channels ● ● ● Prerequisites on page 160 Adding ASIS to IC Manager on page 160 ASIS parameters on page 161 Where to perform this procedure The directions in this section are for configuring ASIS on the Avaya IC server. see ASIS domain guidelines on page 49.

0. c. ASIS parameters Use these ASIS parameters when performing Adding ASIS to IC Manager on page 160.asis. Click Apply.ic.avaya. 11. In IC Manager. 10.1 If you need to set this parameter.ic.ServiceConnection_1 property to: com.WorkingDirectory property to where your Avaya IC has been installed. Click Apply.ic. On the ASIS screen. Select the Configuration tab. set the following fields: Field CTI Type Name Value d.Configuring ASIS (Native Siebel integration only) 9. Avaya IC for Siebel Integration Guide May 2009 161 . Windows environments Example: C:\Avaya\IC72\working_dir UNIX environments (Solaris or AIX) Example: /opt/Avaya/IC72/working_dir Make sure that the working_dir folder has write permission. Open the group manager window and set the Agent/Desktop/Webclient/ ServiceConnections.0. verify that the avaya.0.1 13. You can accept the default values since they are not site dependent. 14. A brief explanation of the parameters on this screen can be found in ASIS parameters on page 161.url parameter is set to: http://127.webclient.0.integrations. 12. Go to Tools > Groups and set the Agent/Desktop/WebClient . add the password in the avaya.services. do the following steps: a. Click OK. b.sysuser. The ASIS screen contains parameters that are necessary for ASIS to start up.pwd field. Step 9.ic.AsisServiceConnection Value Couple avaya.url http://127. In the CTI Type Editor window.siebel.webclient. select the Server tab. Under the Configuration tab.

Leave blank. You can add any other parameters on the configuration screen. The value of the AVAYA_IC72_HOME system variable. avaya.sysuser.datasource Value and description interaction_center The Avaya IC application database.networkpoolsize 100 (initially) The size of the network pool.sysuser. ThreadPool Size Use the default value of: 8 This property sets the size of the thread pool.home avaya. Set these parameters on the configuration tab in IC Manager as JVM system properties set by the Jloader or ASIS.ic.ic.pwd dcobridge1 The value of an administrator account in Avaya IC. The password for the account specified for avaya.name avaya.dco.ic. For more information regarding parameters not shown in this table.ic. please consult Avaya support.sysuser. Parameter avaya. ASIS > UOM parameters The parameters listed in the following table are used by ASIS to communicate with UOM through VespBridge. For more information regarding parameters not shown in this table. Set these parameters on the configuration tab in IC Manager as JVM system properties set by the Jloader or ASIS. 162 Avaya IC for Siebel Integration Guide May 2009 . as a result of any kind of AICD connection failure. Parameter AICD Recovery Timeout Value and description 300 The minimum time in seconds the system waits before timing out and logging out an agent session.ic. please consult Avaya support.Chapter 10: Installation and configuration tasks for all channels This section includes the following topics: ● ● Optional ASIS parameters on page 162 ASIS > UOM parameters on page 162 Optional ASIS parameters The following list is not meant to be a comprehensive list of optional ASIS parameters. avaya.name.ic.

vesp.mode Value and description 2 The system user mode as either client mode (1) or server mode (2). The actual UUID of the ORB Server in this environment.orbuuid Avaya. avaya. including the Siebel server or another Avaya IC server.ic.ic.vesp.requesthandler com/avaya/ic/integrations/siebel/asis/core/ AsisRequestHandler The Java class name for handling inbound VESP requests.localorb True or False This property lets ASIS know if there is a local Object Request Broker (ORB) Server.ic. com. This section includes the following topics: ● ● ● ● ● Adding EAI servers to IC Manager on page 164 Installing a custom integration object on page 167 Modifying the eai.VespFactoryImpl avaya.ic.vesp. avaya. avaya.interface ASIS The interface name you use for VespBridge.main.sysuser. jloader.ic.vesp.vesp.sendorbready True This property tells ASIS to send a ready event to the ORB Server after initialization.ic.server. Configuring the Avaya EAI servers Use the procedures in this section to configure the Avaya Enterprise Application Integration (EAI) servers.ic. avaya.factoryclassname The class that serves VespProxy objects.vesp.ic.Configuring the Avaya EAI servers Parameter avaya.class Use the default value of: com/avaya/ic/integrations/siebel/asis/core/Asis This property tells jloader which class to start. You can install the EAI server on any server that has an ORB server.avaya.vesp.cfg file on page 171 Shutting down and restarting the EAI Object Manager component on page 171 Starting the Avaya IC EAI servers on page 172 Avaya IC for Siebel Integration Guide May 2009 163 .

see EAI server is unable to read a file attachment on page 274. Interface IC Manager System Avaya IC Before you begin Read the following sections before proceeding: ● ● EAI domain guidelines on page 48 EAI server types on page 61 About configuring the Workflow and EAIWorkflow servers Configure the Workflow server and the EAIWorkflow server on the same physical machine to avoid potential permission problems.Chapter 10: Installation and configuration tasks for all channels Related topic For more information about the EAI servers. Related topic For more information. see EAI server on page 59. Adding EAI servers to IC Manager This section includes the following topics: ● ● ● ● ● Where to perform these procedures on page 164 Before you begin on page 164 About configuring the Workflow and EAIWorkflow servers on page 164 Adding the EAI server on page 165 Adding the EAIWorkflow server on page 166 Where to perform these procedures Perform these procedures at the following location. 164 Avaya IC for Siebel Integration Guide May 2009 .

The default Siebel login name is SADMIN. Select eai Leave the default values. Field Name Domain Host Directory Value Select EAI For instructions on how to configure domains. Select the EAI tab. Type the [Siebel password]. and select the values shown in the following table. For Windows. 3. and AIX installation . In the Server Type field.Configuring the Avaya EAI servers Adding the EAI server To add the Avaya EAI server to IC Manager: 1. Log in to IC Manager. 5. and type or select the values shown in the following table. Type the [Siebel login name].Solaris.Select AVAYA_IC72_HOME/etc 6. The default Siebel password is SADMIN. Avaya IC for Siebel Integration Guide May 2009 165 . select EAI. 2. Value Select the name of your Siebel server. 4. Select the appropriate Avaya IC host where this EAI server should run. Select the General tab. Navigate to Start > Programs > Avaya Interaction Center 7. Select Server > New. Field Siebel Web Server Siebel User Name Siebel Password Siebel Interface Type Active Session Count HTTP response Timeout(sec) Heartbeat SWEExtSource Language Code Enter SiebelExecute For English.2 > IC Manager. see Avaya IC domain deployment guidelines on page 46. type enu See the Siebel documentation for other language codes.

Type the [Siebel login name]. 9. and select the values shown in the following table. ! Important: Important: Do not set your logging level to flush for normal operating conditions.Solaris. 3. The default Siebel password is SADMIN. and type or select the values shown in the following table. select Server > New. Field Name Domain Host Directory Value Select EAIWorkflow For instructions on how to configure domains. Select workflow 166 Avaya IC for Siebel Integration Guide May 2009 . 8. Select the Debug tab to set the trace levels to usr1 . Continue to Adding the EAIWorkflow server on page 166. select EAIWorkflow. and AIX installation .Select AVAYA_IC72_HOME/ etc 4. Field Siebel Web Server Siebel User Name Siebel Password Siebel Interface Type Value Select the name of your Siebel server. The flush setting slows down all EAI processes. see Avaya IC domain deployment guidelines on page 46. For a Windows. Type the [Siebel password]. Select the EAI Workflow tab.Chapter 10: Installation and configuration tasks for all channels 7. Click Ok. In the Server Type field. Reference: For more information about logging levels. 2. see Log files on page 258. The default Siebel login name is SADMIN. For normal system operations.user 4 depending on the amount of information needed in the EAI server log files. Adding the EAIWorkflow server To add the Avaya EAIWorkflow server to IC Manager: 1. From IC Manager. Select the General tab. the log level should not be set at a level greater than usr2. Select the appropriate Avaya IC host where this EAI server should run.

Configuring the Avaya EAI servers Field Use MIME Layer Active Session Count HTTP response Timeout(sec) Heartbeat SWEExtSource Language Code Value Check this field to use Multipurpose Internet Mail Extensions (MIME) 1.user 4 depending on the amount of information needed in the EAI server log files. 5. Select the Debug tab to set the trace levels to usr1 . see Log files on page 258. You can configure EAIWorkflow without MIME if you do not require any attachments on a Put operation. type enu See the Siebel documentation for other language codes. Click Ok. The flush setting slows down all EAI processes. the log level should not be set at a level greater than usr2. 6. Enter AvayaICEAIAdapter For English. 1. attachments are required when creating a Web chat record along with the transcripts. Reference: For more information about logging levels. For example. see the following topics: Avaya IC for Siebel Integration Guide May 2009 167 . ! Important: Important: Do not set your logging level to flush for normal operating conditions. Installing a custom integration object This section includes the following topics: ● ● ● Purpose on page 167 Where to perform this procedure on page 168 Where to perform this procedure on page 168 Purpose The Avaya IC EAI server requires integration objects to exchange Get and Put Data with Siebel. For normal system operations. Leave the default values. Related topics For more information.

Result: The Review Conflicts and Actions window opens. 5. and import the Siebel integration objects from a Siebel SIF file: 1. and click Open. If you get a message saying that you should be connected to the local database. 2. Note: 168 Avaya IC for Siebel Integration Guide May 2009 .sif file on the integration CD.. Start Siebel Tools.. ProcedureTo install the out-of-the-box integration objects on the Siebel server. Note: This operation may take 5 to 20 minutes to complete.\eai\Avaya IC EAI Objects. Select Tools > Import from Archive. Select Yes to get Siebel to import the integration object into the database. Interface Siebel Tools System Siebel Related topic For more information. Click Next. Click Next.Chapter 10: Installation and configuration tasks for all channels ● ● Integration objects on page 84 EAI Get and Put operations on page 379 Where to perform this procedure Perform this procedure at the following location. 3. This window shows the Siebel integration objects found in the SIF file that you will import. 4. The following message displays: The operation is going XXXX objects will 0 objects will be 0 attributes will to modify your repository as follows: be inserted deleted be updated Do you wish to proceed? 7. 6. Make sure that Merge the object definition from the archive file with the definition in the repository is selected. Browse to the \Integrations\. see Siebel Tools on page 90. ignore it.

Avaya IC for Siebel Integration Guide May 2009 169 . Result: 11.0. Example: 9.5 or 8. Select the Locked column to lock the project.Configuring the Avaya EAI servers 8.0.0 workflows on page 170. Select Project from the Object Explorer located in the top-left pane.1. Continue to Importing and deploying the Siebel 8.1. Example: 10. Select Avaya IC in the Projects pane.

0. The status changes to Completed. 5. Result: The status shows: In Progress 7. 3. The WF/Task Editor Toolbar should appear. Go to View > Toolbars. 12. If the Workflow Process is not visible in the Siebel Object Explorer window. Go to View > Options. do the following steps: a.1. Check Workflow Process. This will deploy the workflow and also activate it.0 workflows Perform this procedure only if you have Siebel 8.xml workflow. Click the Workflow Process object. Query for the Avaya IC EAI MIME workflow.5 or 8. Import the \integrations\. Restart Siebel. Start Siebel Tools. Compile the SRF. Click Object Explorer. Click Publish/Activate button. If the WF/Task Editor Toolbar is not visible. Click Start. Make sure the Avaya IC EAI MIME workflow with the In Progress status is selected.0. 8. To import and deploy the Siebel workflow: 1. b.0. Select WF/Task Editor Toolbar.1. c. 170 Avaya IC for Siebel Integration Guide May 2009 . 15. 9. Result: The total tests failed should be 0.0.5 or 8. For details.1..1. c. Right-click on the Workflow Processes window and select Import Workflow Process. 11.. b. 13.\eai\Avaya IC EAI MIME. Select Validate.0. 10. see Compiling the SRF on page 158. 14. Result: The Validate window opens. do the following steps: a. Write down the version number of the deployed workflow. 6. Right-click on the Avaya IC EAI MIME workflow that has the In Progress status.Chapter 10: Installation and configuration tasks for all channels Importing and deploying the Siebel 8. 4. 2.

browse to <SiebelHomeDir>/siebsrvr/bin/enu/eai.cfg file and add the values shown in the following table. Open the eai.cfg file on page 171.cfg For Solaris or AIX.cfg Field AvayaICEAIAdapter Mode Method Service Value AvayaICEAIAdapter Document RunProcess Avaya IC Integration Business Service Pane [HTTP Services] [AvayaICEAIAdapter] 2. ● ● For Windows.cfg file To modify the eai. Modifying the eai. Continue to Shutting down and restarting the EAI Object Manager component on page 171. Shutting down and restarting the EAI Object Manager component This section includes the following topics: ● ● Where to perform this procedure on page 171 Procedure on page 172 Where to perform this procedure Perform this procedure at the following location. 17.Configuring the Avaya EAI servers 16. Continue to Modifying the eai. browse to <SiebelHomeDir>\siebsrvr\bin\enu\eai. Interface Siebel windows System Siebel Avaya IC for Siebel Integration Guide May 2009 171 .cfg file: 1.

Starting the Avaya IC EAI servers This section includes the following topics: ● ● ● Where to perform this procedure on page 172 Before you begin on page 173 Procedure on page 173 Where to perform this procedure Perform this procedure at the following location. see Siebel user interface on page 87. Continue to Starting the Avaya IC EAI servers on page 172. 2.Chapter 10: Installation and configuration tasks for all channels Related topic For more information. ! CAUTION: CAUTION: On a production system. 6. In the Component field. Procedure You must restart a Siebel Server components for the eai. 4. 5. Select Startup. restarting the Siebel Server component is service affecting. Click Shutdown. go to the Site Map by pressing Ctrl+Shift+A. type: EAI Object Manager 3. Click Go. To shut down and restart the Siebel Server components: 1. From the Siebel user interface.cfg file changes to take effect. Interface IC Manager System Avaya IC 172 Avaya IC for Siebel Integration Guide May 2009 .

1. Verify that the eaisrv executable is present on your server and has permissions that enable it to be executed. Continue to Configuring an e-mail channel on page 193. Example: The EAI servers should initialize with no alarms or problems. 2. Continue to Configuring Web chat qualification workflows on page 181. and executable. You must have successfully completed the following steps on your Siebel server: ● ● Installing a custom integration object on page 167 Importing and deploying the Siebel 8.0 workflows on page 170 Procedure To start the Avaya IC EAI servers: 1. Configuring the Avaya EAI servers. do the following steps: ● ● Check your configuration for passwords.0. Note: Avaya IC for Siebel Integration Guide May 2009 173 . host.1. If Voice Web chat E-mail Siebel-first Then Continue to Configuring voice qualification workflows on page 175. Start the Siebel EAI servers by selecting each server in IC Manager and selecting the Start server icon. What type of channel are you installing? Note: If you are installing more than one type of channel.5 or 8. directory. ● 3.0. perform one procedure at a time. Check the settings and configuration you established in this section.Configuring the Avaya EAI servers Before you begin The Avaya IC EAI servers depend on the Siebel changes that you made earlier. If you encounter problems.

Chapter 10: Installation and configuration tasks for all channels 174 Avaya IC for Siebel Integration Guide May 2009 .

These out-of-the-box workflows will not work until you customize the workflows for your location using these procedures. Interface Workflow Designer System Avaya IC Procedure To build the Avaya voice qualification workflow: Avaya IC for Siebel Integration Guide May 2009 175 . uses Automatic Number Identification (ANI) information to query Siebel for matching records. This section includes the following topics: ● ● Building the Avaya voice qualification workflow on page 175 Configuring workflow servers to use Siebel voice workflows on page 176 Building the Avaya voice qualification workflow The Incoming Call flow. Related topic For more information. or voice qualification workflow. The integration software includes out-of-the-box voice workflows.Chapter 11: Configuring voice qualification workflows ! Important: Important: Use these procedures only if you are installing a voice channel on your system. Where to perform this procedure Perform this procedure at the location shown in the following table. see Process of the Incoming Call flow on page 108.

2 > Workflow Designer. Reference: For more information.prj Double-click on the incomingcall_sbl workflow. Navigate to Start > Programs > Avaya Interaction Center 7. see IC Scripts VBA Scripting Reference. Select Project > Settings. 4. 6. Continue to Configuring workflow servers to use Siebel voice workflows on page 176. Enter the telephone number format in the Format property of the Basic tab. should work with the EAI server configuration described in this document. 176 Avaya IC for Siebel Integration Guide May 2009 . Do one of the following tasks: ● If you use Business Advocate. Related topic For more information. ● If you do not use Business Advocate. 8. 7. Select the Database tab. The default settings for the blocks. 2. 5. Select Build > Build Flowset to compile and store the workflow. 9. EAIGetData and EAIPutData.prj file. Example: e:\<AVAYA_IC72_HOME>\Design\IC\flows\Siebel\TS\ts_sbl. Example: <AVAYA_IC72_HOME>\Design\IC\flows\Siebel\Advocate\advocate_sbl Double-click on the qualifyvoice_adv_sbl workflow. open ts_sbl. For more information about how to create a format string for telephone numbers. Configuring workflow servers to use Siebel voice workflows You must replace the Avaya IC Incoming Call flow with the Siebel incomingcall_sbl flow. 10. Type the Login Id and Password. open the advocate_sbl.prj file.Chapter 11: Configuring voice qualification workflows 1. 3. see Voice qualification workflow on page 107. Click OK. Select the Format ANI to be 10-digits block in the workflow chart. Select File > Open Project. see Adding EAI servers to IC Manager on page 164.

Select the Server tab. see IC Installation and Configuration 6. Log in to IC Manager. Avaya IC for Siebel Integration Guide May 2009 177 . Edit the workflows for the incoming call events. If not already created. Do one of the following tasks: ● If you do not use Business Advocate: a. Select the Channels tab of the Voice Workflow server. b.IncomingCall event is raised: 1. 5. create a Workflow server to run the Siebel-first workflow. 3. Navigate to Start > Programs > Avaya Interaction Center 7. 4.2 > IC Manager.Configuring workflow servers to use Siebel voice workflows Where to perform this procedure Perform this procedure at the following location. 2. Interface IC Manager System Avaya IC Procedure To configure the Avaya IC Workflow server to run a Siebel voice workflow when the TS. Select All Domains. The server should be in the Voice domain. 7. For instructions on how to create a Workflow server.incomingcall_sbl. Set the workflow to ts_sbl.

see IC Installation and Configuration 178 Avaya IC for Siebel Integration Guide May 2009 . g. see one of the following documents: ● ● For basic information.. 9. f. e.Chapter 11: Configuring voice qualification workflows c. Click Ok. Click Ok.. Reference: For more information. Result: ● If you use Business Advocate: a. Select New Channel Association. c. In the Contact Handling window. select TSA in the Service drop-down list.qualify.. Type Criteria field as voice. Open TSA Server and select TSA tab. In the Channel Editor window. Stop and start the Workflow server if the server has already started by doing the following: a. c. Click Ok. Click Contact Handling . Make sure contact routing is set up for the voice channel.qualifyvoice_adv_sbl h. Select the server from the list on the right side of the window. 8. Select the Server tab on the IC Manager window. b. b. d. see Avaya IC Media Workflow Reference For more detailed information about setting up contact routing. set qualification flow as advocate_sbl. Select the Start or Stop button in the toolbar.

What channel are you also installing? If Web chat E-mail Siebel-first Then Continue to Configuring Web chat qualification workflows on page 181. Avaya IC for Siebel Integration Guide May 2009 179 .Configuring workflow servers to use Siebel voice workflows ● For Business Advocate contact routing. see Business Advocate Configuration and Administration 10. Continue to Configuring an e-mail channel on page 193.

Chapter 11: Configuring voice qualification workflows 180 Avaya IC for Siebel Integration Guide May 2009 .

This section includes the following topics: ● ● ● ● Building the Avaya Web chat qualification workflows on page 181 Modifying Customer Management workflows for Web on page 183 Configuring workflow servers to use Web chat workflows on page 184 Installing the Web chat qualification workflow on page 188 Building the Avaya Web chat qualification workflows This section contains the following topics: ● ● Where to perform this procedure on page 181 Procedure on page 182 Where to perform this procedure Perform this procedure at the location shown in the following table. The integration software includes out-of-the-box Web chat workflows. Interface Workflow Designer System Avaya IC Avaya IC for Siebel Integration Guide May 2009 181 .Chapter 12: Configuring Web chat qualification workflows ! Important: Important: Use these procedures only if you are installing a Web chat channel on your system. These out-of-the-box workflows will not work until you use these procedures to customize the workflows for your location. Web chat is currently not supported in a Native Siebel configuration.

7.prj file. 5. 2. Select the Database tab. open the advocate_sbl. 182 Avaya IC for Siebel Integration Guide May 2009 . Select File > Open Project.2 > Workflow Designer. Result: The Project Settings window opens.prj webcenter_sbl. 10.prj Do one of the following task: ● ● If you use Web Automatic Call Distributor (WACD). open the wacd_sbl. Type the Login Id and Password. Select Project > Settings. 6. Select the Directories tab. Example: e:\<AVAYA_IC72_HOME>\design\IC\Flows\Siebel\Webcenter Then Go to Step 8. Click OK. Click the New Folder button to add the Webcenter directory.prj? If Yes No 8.prj file. Are you currently building the webcenter_sbl.Chapter 12: Configuring Web chat qualification workflows Procedure To build out-of-the-box Web chat workflows: 1. 9. 11. Select Build > Build Flow Set. There should be no errors. 3. Go to Step 10.prj 4. Example: e:\<AVAYA_IC72_HOME>\design\IC\Flows\Siebel\ICM\icm_sbl. If you use Business Advocate. Browse to one of the following files: ● ● icm_sbl. Navigate to Start > Programs > Avaya Interaction Center 7.

Continue to Modifying Customer Management workflows for Web on page 183. Avaya IC for Siebel Integration Guide May 2009 183 . 15. Modifying Customer Management workflows for Web Use this procedure to modify the Website that uses the Siebel versions of the Customer Management workflows for Web. Select Services > Multi-Tenancy Administration. Log in to IC Manager. select Tenant Properties. select flows. In the left navigation pane. Exit Workflow Designer. 7. Where to perform this procedure Perform this procedure at the following location. 13. Interface IC Manager System Avaya IC Procedure To modify the Customer Management workflows for Web: 1.Modifying Customer Management workflows for Web 12. You might need to select the Ic Website Multi-Tenant Administration service. Close the project. In the right content pane. In the right content pane select. 6. 2. 3. Default Tenant. Return to Step 3 and repeat this procedure until you have added all of the workflows. You can also reach this page by going to http://<yourserver>/website/admin. The Customer Management workflows for Web are also called the customer management workflows. 5.2 > IC Manager. Select Customize Tenant. 14. 4. Navigate to Start > Programs > Avaya Interaction Center 7.

Log in to IC Manager. Example: 9. 184 Avaya IC for Siebel Integration Guide May 2009 .Chapter 12: Configuring Web chat qualification workflows 8. Configuring workflow servers to use Web chat workflows To configure the Avaya IC Workflow server to run a Siebel Web chat workflow when the WACD.2 > IC Manager. 2. Click Update Data. 10. Navigate to Start > Programs > Avaya Interaction Center 7. Exit the Multi-Tenancy Administration windows. Add _sbl to every flowset and workflow. 11.QualifyChat event is raised: 1. Continue to Configuring workflow servers to use Web chat workflows on page 184.

Select the Channels tab of the appropriate Workflow server. skip to Creating and configuring an Avaya IC workflow for Business Advocate for Chat on page 186. Avaya IC for Siebel Integration Guide May 2009 185 . type the values shown in the following table. select the values shown in the following table. In the Channel Association dialog box. Field Service Criteria 10. 11. 7. If you do not use business advocate then continue the below steps. ● If you use Business Advocate. Click Ok. If not already created. 12. Select All Domains. For instructions on how to create a Workflow server. 6. 4. Right-click and select New Channel from the list.QualifyChat wacd_sbl. 5. Double-click the Workflow server for Web chats in IC Manager. In the Channel Editor dialog box.Configuring workflow servers to use Web chat workflows 3. Field Event Flow Value WACD. see IC Installation and Configuration. Select the Server tab. ● 9. create a Workflow server to run the Chat workflow. Select New Association.qualifychat_sbl Value WACD media=chat Note: Note: These fields are case-sensitive. 8.

Select the Start or Stop button in the toolbar. 2.2 > IC Manager. Make sure contact routing is set up for the Web chat channel. Select the Server tab. c.Chapter 12: Configuring Web chat qualification workflows 13. Select the Server tab on the IC Manager window. see one of the following documents: ● ● For basic information. Result: 14. see Business Advocate Configuration and Administration ● Creating and configuring an Avaya IC workflow for Business Advocate for Chat To create and configure an Avaya IC workflow to run the Siebel-first workflow and the qualify workflow: 1. 3. Reference: For more information. 15. Select the server from the list on the right side of the window. Navigate to Start > Programs > Avaya Interaction Center 7. see Avaya IC Media Workflow Reference For more detailed information about setting up contact routing. Click Ok. Log in to IC Manager. Stop and start the Workflow server if the server has already started by doing the following: a. b. 186 Avaya IC for Siebel Integration Guide May 2009 . see IC Installation and Configuration For Business Advocate contact routing.

select the values shown in the following table. Select the Server tab. create a WAA server. For instructions on how to create a Workflow server. 8. Stop and start the Workflow server if the server has already started by doing the following: Avaya IC for Siebel Integration Guide May 2009 187 . In the Channel Editor dialog box. Select the Server tab on the IC Manager window.qualifychat_adv_sbl". Log in to IC Manager. If not already created. If not already created. For instructions on how to create a WAA server. c. 7.Configuring workflow servers to use Web chat workflows 4. create a Workflow server to run the Siebel-first workflow. 5. 7. 10. Navigate to Start > Programs > Avaya Interaction Center 7. 5. Value WAA chat. In the Chat LRM drop box. 6. 2. type "advocate_sbl. Click Ok. Right-click and select New Channel from the list.qualify Creating and configuring a WAA Server for Chat To create and configure a WAA Server: 1. select the configured LRM. 9. In the Chat Qualification Flow field. see IC Installation and Configuration. Select the server from the list on the right side of the window. Check the "Configure Advocate for Chat Channel" option. 3. Select the Channels tab of the e-mail Workflow server. see IC Installation and Configuration. Select the WAA tab of the WAA server. a. 6. Select the Start or Stop button in the toolbar. Field Service Criteria 9. Click Ok. Select All Domains. Stop and start the Workflow server if the server has already started by doing the following: a. b. 4.2 > IC Manager. 8. Select All Domains. b.

b. Changing the location of the Transcript Added workflow output file The Transcript Added workflow generates an output file that is located by default at c:\temp.Chapter 12: Configuring Web chat qualification workflows a. then you must change the default location. Select the Server tab on the IC Manager window. Interface Workflow Designer System Avaya IC 188 Avaya IC for Siebel Integration Guide May 2009 . see Transcript Added workflow on page 111. Select the server from the list on the right side of the window. Installing the Web chat qualification workflow The integration software uses the Transcript Added workflow to put a copy of the transcript-added file into Siebel through the EAI. Where to perform this procedure Perform this procedure at the location shown in the following table. Select the Start or Stop button in the toolbar. Continue to Installing the Web chat qualification workflow on page 188. If in your case. the workflow and the EAI servers cannot efficiently access this location. This section includes the following topics: ● ● ● Changing the location of the Transcript Added workflow output file on page 188 Changing the default transcript-added XSL file on page 189 Configuring the ICM server to run the Transcript Added workflow on page 190 Related topic For more information. c.

A basic XSL file for transforming the Transcript Added workflow is installed into: \<AVAYA_IC72_HOME>\design\IC\flows\Siebel\ICM\transcriptadded_sbl. Make sure that this directory is configured to allow full permissions to the administrator . Select the location you want to use in the OutputFilePath field. 7. Example: c:\Avaya\IC\design\IC\flows\Siebel\IC\icm_sbl. This is typically the <AVAYA_IC72_HOME>\ etc directory.prj file. Double-click the transcriptadded_sbl workflow to open it. the Transcript Added workflow is responsible for building an HTML file from a raw XML transcript file using an eXtensible Stylesheet Language (XSL) file. Copy the transcriptadded_sbl. Browse to the icm_sbl. Select the block labeled Process Transcript.xsl file to the <AVAYA_IC72_HOME>\etc directory. Result: The Property Sheet window opens.such as read. To copy the transcriptadded_sbl. the Transcript Added workflow is configured to read this from the working directory of the Workflow server that is running the workflow. Avaya IC for Siebel Integration Guide May 2009 189 . add an extra back slash in front of the path. Note: If you specify a Universal Naming Convention (UNC) path in the OutputFilePath. Select Build > Build Flowset to compile and store the workflow changes. Note: Changing the default transcript-added XSL file As described in previous sections. For example.xsl file to the correct location and change the name of this file: 1. if your path is \\ servername\share. If you want to change the resultant HTML file. 8.xsl By default. Navigate to Start > Programs > Avaya Interaction Center 7. type \\\servername\share. Workflow Designer will trim the first back slash to make \\servername\share. Select File > Open Project. 3.2 > Workflow Designer. 6.prj 4. modify. write. you must change the XSL file. and so on. delete.Installing the Web chat qualification workflow Procedure To change the default location: 1. 2. Continue to Changing the default transcript-added XSL file on page 189. 5.

9. see IC Installation and Configuration. 4. Related topic For more information. go to Step 3.prj 6. 3. use ftp to move this file to the UNIX system in the appropriate location. 8. 2. you may need to do more than the basic steps described in this procedure. specify the full path here. 5. Note: Configuring the ICM server to run the Transcript Added workflow Your Internet Call Manager (ICM) server should already be configured and running properly. Continue to Configuring the ICM server to run the Transcript Added workflow on page 190. 190 Avaya IC for Siebel Integration Guide May 2009 . Continue to Configuring the ICM server to run the Transcript Added workflow on page 190. Example: c:\Avaya\IC\design\IC\flows\Siebel\IC\icm_sbl. Select Build > Build Flowset to compile and store the workflow changes. Browse to the icm_sbl.prj file. Select the block labeled Process Transcript. Note: If you want to use a location other than <AAVAYA_IC72_HOME>\etc.Chapter 12: Configuring Web chat qualification workflows Note: Note: If your EAI and workflow servers are running on UNIX. Enter the location you want to use in the XSLFileName field. Select File > Open Project.2 > Workflow Designer. If you have a more complex ICM server configuration than what is described in this procedure. Do you want to change the name of this file or use a different location? If Yes No Then To modify the XSLFileName property of the Process Transcript block. Navigate to Start > Programs > Avaya Interaction Center 7. 7. Result: The Property Sheet window opens.

9. Select Chat > ICM > icm. Navigate to Start > Programs > Avaya Interaction Center 7. Interface IC Manager System Avaya IC Procedure To configure IC Manager to run the Transcript Added workflow: 1. 7. Scroll to the bottom to reveal the Enable Transcript Added Flow and Transcript Added Flow Name fields. Note: Avaya IC for Siebel Integration Guide May 2009 191 . Continue to Configuring an e-mail channel on page 193. Select the Enable Transcript Added Flow field. These directories are located in the left navigation pane.transcriptadded flow. 6. Restart the Avaya IC ICM Service and Website for changes to take effect. 10.transcriptadded_sbl Note: It is not necessary to set the Transcript Added Flow Event parameter to run the icm. 5.2 > IC Manager. 8. 2. Right-click anywhere in the gray area. 3. In the Transcript Added Flow Name field. Click Apply. type: icm_sbl. Log in to IC Manager. 11.Installing the Web chat qualification workflow Where to perform this procedure Perform this procedure at the following location. Select the Configuration tab. 4. and select Show Advanced Properties. It is only necessary to set this parameter if additional event data is needed in the workflow.

Chapter 12: Configuring Web chat qualification workflows 192 Avaya IC for Siebel Integration Guide May 2009 .

Chapter 13: Configuring an e-mail channel ! Important: Important: Consider the following items: ● ● Use these procedures only if you are installing an e-mail channel on your system. Avaya cannot guarantee the accuracy of these procedures.js file on page 206 Administering the Siebel workflows on page 207 Configuring Siebel to poll the mailbox on page 211 Configuring Smart Answer Manager on page 215 Enabling Communications Outbound Manager on page 216 Configuring the Avaya IC server This section contains the following topics: ● ● ● ● ● ● Where to perform these procedures on page 194 Configuring the Avaya IC Email server on page 194 Building the Siebel-first workflow on page 195 Building the qualify e-mail workflows on page 195 Creating and configuring an Avaya IC workflow on page 196 Creating a default Email Dismiss Reason code on page 199 Avaya IC for Siebel Integration Guide May 2009 193 . Always refer to the latest Siebel documentation when performing any of the procedures that use Siebel Tools or the Siebel user interface. This section includes the following topics: ● ● ● ● ● ● ● ● ● Configuring the Avaya IC server on page 193 Installing eScripts and English error strings on the Siebel server on page 201 Installing localized error strings on the Siebel server (optional) on page 204 Importing the CommOutboundItemFormApplet.js file on page 205 Importing the CommInboundItemListApplet.

Chapter 13: Configuring an e-mail channel Where to perform these procedures Perform these procedures in the locations shown in the following table. 5. 194 Avaya IC for Siebel Integration Guide May 2009 . Clear the Run Outbound Email Flow field. Procedure Configuring the Avaya IC Email server on page 194 Building the Siebel-first workflow on page 195 Building the qualify e-mail workflows on page 195 Creating and configuring an Avaya IC workflow on page 196 Creating a default Email Dismiss Reason code on page 199 IC Manager You must manually edit the CDL file and use Database Designer to rebuild Avaya Agent. Navigate to Start > Programs > Avaya Interaction Center 7. b. Interface IC Manager Workflow Designer System Avaya IC Configuring the Avaya IC Email server To configure the Avaya IC Email server: 1. Select the Server tab. Log in to IC Manager. Double-click on your IC Email server to open the properties. Click Apply. 8. Select All Domains. Select the ICEmail tab. 6. 2. Do the following steps: a. 7. 3. 9. Continue to Building the Siebel-first workflow on page 195. Select the Run Analyze Flow field.2 > IC Manager. 4.

Avaya IC for Siebel Integration Guide May 2009 195 . Select Project > Settings. Go to Database Designer by navigating to Start > Programs > Avaya Interaction Center 7. Example: <AVAYA_IC72_HOME>\Design\IC\flows\Siebel\Advocate\advocate_sbl 3. Continue to Building the qualify e-mail workflows on page 195. 4.Configuring the Avaya IC server Building the Siebel-first workflow To build the Siebel-first workflow: 1. Example: <AVAYA_IC72_HOME>\Design\IC\flows\Siebel\WACD\wacd_sbl ● If you use Business Advocate. Select the Database tab. 5. 6. 4. 7. Go to Database Designer by navigating to Start > Programs > Avaya Interaction Center 7. Do one of the following tasks: ● If you use Web Automatic Call Distributor (WACD). This file is located in: <AVAYA_IC72_HOME>\Design\IC\flows\Siebel\icemail_sbl_first Tip: If you have trouble opening this file.2 > Workflow Designer. Tip: Building the qualify e-mail workflows To build the Siebel-first and qualify e-mail workflows: 1. Select the Database tab. Compile and store the workflow using Menu Build > Build Flowset. Click OK. open the wacd_sbl project file. double-click on it. 5. open the icemail_sbl_first project file. Type the Login Id and Password. 2. open the advocate_sbl project file. Select Project > Settings.2 > Workflow Designer. 2. 3. In the Workflow Designer. 8. Type the Login Id and Password.

11. Click Ok. Select New Association.2 > IC Manager. 2. 8. Creating and configuring an Avaya IC workflow To create and configure an Avaya IC workflow to run the Siebel-first workflow and the qualify workflow: 1. Repeat Steps 2 and 7 if you need to build the other workflow. In the Channel Editor dialog box. Click OK. Select the Server tab. Select All Domains. 4. Select the Channels tab of the e-mail Workflow server. select the values shown in the following table.Analyze icemail_sbl_first. Compile and store the workflow using Menu Build > Build Flowset. type the values shown in the following table. 12. Navigate to Start > Programs > Avaya Interaction Center 7. 9. 6. 5. For instructions on how to create a Workflow server. see IC Installation and Configuration. 196 Avaya IC for Siebel Integration Guide May 2009 . Field Event Flow Value ICEmail.analyze_sbl Value ICEmail * Note: Note: These fields are case-sensitive. 8. If not already created. 10. Click Ok. create a Workflow server to run the Siebel-first workflow. 7. Log in to IC Manager. 3. Field Service Criteria 9. Right-click and select New Channel from the list.Chapter 13: Configuring an e-mail channel 6. Continue to Creating and configuring an Avaya IC workflow on page 196. In the Channel Association dialog box. 7.

Creating and configuring an Avaya IC workflow for Business Advocate for Email To create and configure an Avaya IC workflow to run the Siebel-first workflow and the qualify workflow: 1. c. ● If you use Business Advocate. Navigate to Start > Programs > Avaya Interaction Center 7. select the values shown in the following table. Select the Start or Stop button in the toolbar. Select the Server tab on the IC Manager window. Field Event Flow Value WACD. Select the server from the list on the right side of the window.2 > IC Manager. 20. Log in to IC Manager. 2. 14.Configuring the Avaya IC server 13. Select the Channels tab of the e-mail Workflow server.qualifyemail_sbl Value WACD media=email Note: Note: These fields are case-sensitive. Stop and start the Workflow server if the server has already started by doing the following: a. type the values shown in the following tables. b. 17. Click Ok. ● 15. Select New Association for this service.QualifyEmail wacd_sbl. 19. Click Ok. If you do not use business advocate then continue the below steps. skip to Creating and configuring an Avaya IC workflow for Business Advocate for Email on page 197. In the Channel Editor dialog box. 18. Avaya IC for Siebel Integration Guide May 2009 197 . Field Service Criteria 16. Right-click and select New Channel from the list. In the Channel Association dialog box.

type "advocate_sbl.2 > IC Manager. For instructions on how to create a Workflow server. Right-click and select New Channel from the list. 6. Field Service Criteria 9. select the configured LRM. 8. In the Channel Editor dialog box.Chapter 13: Configuring an e-mail channel 3. Select the server from the list on the right side of the window. Click Ok. Navigate to Start > Programs > Avaya Interaction Center 7. Check the "Configure Advocate for Email Channel" option. Click Ok. Select the Server tab. Select the Server tab on the IC Manager window. Select the Channels tab of the e-mail Workflow server. If not already created. 3. b. 4. Select All Domains. select the values shown in the following table. see IC Installation and Configuration. 4. Value WAA email. Stop and start the Workflow server if the server has already started by doing the following: a. For instructions on how to create a WAA server. 7. create a WAA server. 198 Avaya IC for Siebel Integration Guide May 2009 . Select All Domains. Select the Server tab. 5. 8. Select the Start or Stop button in the toolbar. c. In the Email Qualification Flow field. 2. Select the WAA tab of the WAA server. create a Workflow server to run the Siebel-first workflow.qualifyemail_adv_sbl". If not already created. In the Email LRM drop box. see IC Installation and Configuration. 6. Log in to IC Manager. 7. a.qualify Creating and configuring a WAA Server for Email To create and configure a WAA Server: 1. 5. 10. b.

Continue to Creating a default Email Dismiss Reason code on page 199. Avaya Agent automatically uses the Email Dismiss Reason code configured in the CDL file. Use the procedures in this section to configure the CDL file and create a new Resolve Status in the Email Response Library. When the agent finishes composing the e-mail and selects the Release Work button from the Siebel toolbar. Although Siebel handles the presentation of the e-mail to the agent. the agent may see an Email Dismiss Reason code dialog. c. Avaya Agent provides the agent with a list of e-mail dismiss reasons. b. Creating a default Email Dismiss Reason code This section includes the following topics: ● ● ● About creating a default Email Dismiss Reason code on page 199 The Email Dismiss Reason setting in the CDL file on page 199 Creating a new Resolve Status in the Email Response Library on page 200 About creating a default Email Dismiss Reason code A default reason code is used for every e-mail handled by Avaya Agent. The Email Dismiss Reason code dialog is not presented to the agent. If the agent sent an e-mail reply. Select the server from the list on the right side of the window. Stop and start the Workflow server if the server has already started by doing the following: a. Avaya IC actually tracks the status of every e-mail. Select the Start or Stop button in the toolbar. as long as you also configure these reason codes in the Email Response Library. Avaya IC for Siebel Integration Guide May 2009 199 . The Email Dismiss Reason setting in the CDL file The Email Dismiss Reason code shown in the following figure is used when an agent replies to an e-mail. Select the Server tab on the IC Manager window. ● It is important that the Email Dismiss Reason code in the CDL file agrees with a Resolve Status configured in the Email Response Library. The presentation of the reason code dialog depends on the following conditions: ● If the agent releases an e-mail without replying to it. You can also configure different reason codes besides Replied.Configuring the Avaya IC server 9.

Result: The Response Library Configuration tool opens. Click Apply. 6. and select Messages set to this status should be treated as answered. 11. It may default to your exchange server. Click New. 12. Click OK. rebuild the Avaya Agent design. so be sure to change it. In order for the change to take effect. Type in the Name.Chapter 13: Configuring an e-mail channel If you want to use the following setting in the CDL file. Note: 200 Avaya IC for Siebel Integration Guide May 2009 . create a status for this file in the Email Response Library using the procedure in Creating a new Resolve Status in the Email Response Library on page 200. 13. Select only Avaya Agent Layout in Step 3. 4. Exit the Response Library Configuration tool. 5. Password. Note: The Name must be the same as the Email Dismiss Reason that was in the CDL file. 9. Go to Generating the Windows application on page 126. Navigate to Start > Programs > Avaya Interaction Center 7. Select New Status. Log in to IC Manager. 2. 10. Continue to Verifying the Invoke Method on the Send button on page 201. The address can be either the name or the IP address of your Avaya IC server. and Address. 7. Select Services > Mail Template Administration. 8. Enter the Name. 3. <QSection Name="Siebel" UserNameFieldname="SWEUserName" PasswordFieldname="SWEPassword" LoginOnClickCommand="SWEExecuteLogin" SiebelFirstEmailDismissReason="Replied" /> Creating a new Resolve Status in the Email Response Library To create a new Avaya IC Resolve Status in the Email Response Library: 1. Select Login.2 > IC Manager.

Open Control. For more information. For more information. expand the tree node Siebel Objects > Applets for the Send Communication Applet. see Working with Siebel Tools on page 122. 3.Installing eScripts and English error strings on the Siebel server Verifying the Invoke Method on the Send button ! Important: Important: Test all changes to the Siebel object repository in a non production environment before deploying them in your production environment. if it is not already expanded. Installing eScripts and English error strings on the Siebel server Use this procedure to: ● ● Install eScripts and English error strings on the Siebel server Import eScripts and English error strings from a Siebel SIF file ! Important: Important: Test all changes to the Siebel object repository in a non production environment before deploying them in your production environment. On the left-side of the Siebel Tools window. 6. To verify the Invoke Method on the Send button: 1. Continue to Installing eScripts and English error strings on the Siebel server on page 201. Select Tools > Lock Project. Verify that the Method Invoked property is set to EmailSend. 4. Avaya IC for Siebel Integration Guide May 2009 201 . 5. To install and import the eScripts and English error strings: 1. Create a backup copy of the Siebel server object repository before making any changes using Siebel Tools. Select HTML Button3. see Working with Siebel Tools on page 122. 2. Create a backup copy of the Siebel server object repository before making any changes using Siebel Tools. Start Siebel Tools.

Example: 4. but this time lock the User Defined Errors project. Return to Step 2. Select Project from the Object Explorer located in the top-left pane.Chapter 13: Configuring an e-mail channel 2. Select Avaya IC in the Projects pane. Result: 5. Example: 3. Select the Locked column to lock the project. 202 Avaya IC for Siebel Integration Guide May 2009 .

The following message displays: The operation is going XXXX objects will 0 objects will be 0 attributes will to modify your repository as follows: be inserted deleted be updated Do you wish to proceed? 12.js file on page 205 Note: Avaya IC for Siebel Integration Guide May 2009 203 . 14. 11. Click Open. For more information. Click Next. Click Next. ignore it. Browse to \Integrations\sba80\Email\SiebelFirst\SiebelFirst. Select Tools > Import from Archive.Installing eScripts and English error strings on the Siebel server 6. 13. Result: The Review Conflicts and Actions window opens. Select Yes to get Siebel to import the eScripts and English error strings into the database. If you get a message saying that you should be connected to the local database. Note: This operation may take 1 to 2 minutes to complete.sif file on the Avaya IC integration CD. This window shows the Siebel integration objects found in the SIF file that you will import. see Compiling the SRF on page 158. Make sure that Merge the object definition from the archive file with the definition in the repository is selected. 7. 9. Do you want to install localized error strings? If Yes No Go to Installing localized error strings on the Siebel server (optional) on page 204 Importing the CommOutboundItemFormApplet. 10. 8. Compile the SRF file.

Select Avaya IC in the Projects pane. This window shows the Siebel integration objects found in the SIF file that you will import. Select Tools > Import from Archive. 7.STo install localized error strings on the Siebel server: 1. 9.sif Do you wish to proceed? 204 Avaya IC for Siebel Integration Guide May 2009 . Start Siebel Tools.1.0_L10N. ignore it.0. 5. Instead of Step 7. browse to one of the following files on the Siebel server. Siebel version 8.1_L10N.0. 3. Select the Locked column to lock the project.1. 6. Click Open. but this time lock the User Defined Errors project. 2. 11. 4. Click Next. Return to Step 2. 10. Click Next.0 8. Select Project from the Object Explorer located in the top-left pane.5 8. Result: The Review Conflicts and Actions window opens. Make sure that Merge the object definition from the archive file with the definition in the repository is selected. If you get a message saying that you should be connected to the local database. The following message displays: The operation is going XXXX objects will 0 objects will be 0 attributes will to modify your repository as follows: be inserted deleted be updated Browse to <SIEBEL_HOME>\siebsrvr\bin\Siebel8.Chapter 13: Configuring an e-mail channel Installing localized error strings on the Siebel server (optional) Perform this procedure only if you need to install localized error strings on the Siebel server.sif <SIEBEL_HOME>\siebsrvr\bin\Siebel8.

Select Tools > Lock Project.1.0.0. Select Yes to get Siebel to import the eScripts and English error strings into the database.0. select Applet from the Object Explorer navigation pane. In Siebel Tools. Create a backup copy of the Siebel server object repository before making any changes using Siebel Tools. For Siebel 8. 5.js file on page 205. The Applets content pane is located in the large right pane of the window. 3.0.js file ! Important: Important: Test all changes to the Siebel object repository in a non production environment before deploying them in your production environment. ● 4. see Working with Siebel Tools on page 122. For more information. Siebel eScript is a JavaScript-like scripting language used with Siebel Tools. The Object Explorer navigation pane is located in the upper-left corner of the window.Importing the CommOutboundItemFormApplet. ● Avaya IC for Siebel Integration Guide May 2009 205 .1.js file: 1. Continue to Importing the CommOutboundItemFormApplet.0: Select the Comm Outbound Item Form Applet New from the Applets content pane.5: Select the Comm Outbound Item Form Applet from the Applets content pane.0: Right-click the Comm Outbound Item Form Applet New and select Edit Server Scripts. This allows you to make changes to this applet. Note: This operation may take 1 to 2 minutes to complete.js file is a Siebel eScript file. For Siebel 8.5: Right-click the Comm Outbound Item Form Applet and select Edit Server Scripts.js file 12. 13. The Applets content pane is located in the large right pane of the window. see Compiling the SRF on page 158.1. For more information. just as Siebel Visual Basic is a VBScript-like scripting language used with Siebel Tools. Do one of the following: ● For Siebel 8. Note: Importing the CommOutboundItemFormApplet. To import the CommOutboundItemFormApplet. Log in to Siebel Tools.1. Do one of the following: ● For Siebel 8. 2. The CommOutboundItemFormApplet.

Select File > Save to save the script. 7. Select File > Close. Importing the CommInboundItemListApplet.Chapter 13: Configuring an e-mail channel 6. If the Scripting Language window opens. The script editor window looks like the following screen after import.js file ! Important: Important: Test all changes to the Siebel object repository in a non production environment before deploying them in your production environment. Create a backup copy of the Siebel server object repository before making any changes using Siebel Tools. 10.js 9.js file from the integration CD. Click OK. For more information. Continue to Importing the CommInboundItemListApplet. see Working with Siebel Tools on page 122. Result: This imports the eScript. make sure that eScript is selected and click OK. 11. 12. Example: Go to: \Integrations\sba80\Email\SiebelFirst\CommOutboundItemFormApplet. 206 Avaya IC for Siebel Integration Guide May 2009 .js file on page 206. Select File > Import to import the eScript. Result: The Script Editor window opens. Select the CommOutboundItemFormApplet. 8.

Click OK.0 on page 208 Activating the Siebel workflows on page 210 Avaya IC for Siebel Integration Guide May 2009 207 . In Siebel Tools. Log in to Siebel Tools. Select the CommInboundItemListApplet. 5. Select File > Import to import the eScript. 4.1. Select File > Save to save the script. Select File > Close.js 9. For Siebel 8. Right-click the Comm Inbound Item List Applet and select Edit Server Scripts. 10.1.0. Result: This imports the eScript.5: Select the Comm Inbound Item Form Applet from the Applets content pane. Result: The Script Editor window opens. For Siebel 8.0. Administering the Siebel workflows This section includes the following topics: ● ● Administering workflows for Siebel 8.Administering the Siebel workflows To import the CommInboundItemListApplet. Select Tools > Lock Project. 12. This allows you to make changes to this applet.1.5 and 8. select Applet from the Object Explorer navigation pane. 3. 7.0: Select the Comm Inbound Item Form Applet New from the Applets content pane. Continue to Compiling the SRF on page 158. 2. 11. 8. If the Scripting Language window opens.0.1.0.js file from the integration CD. make sure that eScript is selected and click OK. Example: Go to: \Integrations\sba80\Email\SiebelFirst\CommInboundItemListApplet. The Applets content pane is located in the large right pane of the window. The Object Explorer navigation pane is located in the upper-left corner of the window.js file: 1. 6. The Applets content pane is located in the large right pane of the window.

0. Import the \integrations\sba80\Email\Siebel First\eMail Response .1.0.0.1. 208 Avaya IC for Siebel Integration Guide May 2009 .5 and 8.1.0. b. 6. Query for the eMail Response .1. Go to View > Options.Chapter 13: Configuring an e-mail channel Perform these procedures at the following location.0 workflows: 1. Interface Siebel Tools System Siebel Administering workflows for Siebel 8. do the following steps: a. 8.0.1.5 or 8.Analyze Message workflow. Click the Workflow Process object. 8.0 workflows on page 209 Activating the Siebel workflows on page 210 Importing the Siebel 8. Right-click anywhere on the Workflow Processes window and select Import Workflow Process.1.0.0.0 workflows on page 208 Entering the Avaya e-mail address on page 209 Deploying the imported Siebel 8. If the Workflow Process is not visible in the Siebel Object Explorer window. c. 4. Start Siebel Tools.1.0 workflows To import the Siebel 8.5 and 8. 5. Right-click on the eMail Response .5 or 8.0 This section contains the following topics: ● ● ● ● Importing the Siebel 8.Analyze Message workflow from the integration CD.0.Analyze Message workflow with the In Progress status. Result: The status shows: In Progress 7.5. 3. Click Object Explorer. Select Validate. Check Workflow Process.1.0.1.1.0. Result: The Validate window opens. 2.

7. Result: The total tests failed should be 0.Route Avaya'. Repeat Steps 4 through 9 for the following workflows: ! Important: Important: Write down the version number of the imported workflows. Example: sales@xyz. Press Ctrl+S to save the record. 3.Route Avaya eMail Response .1. Step 'Call IC60' has SubProcess ''eMail Response .1. Query for Avaya Email Address.Process Message workflow: 1.1. type in the mailbox that is being polled by Avaya IC. 2. Query the eMail Response .0.5 and 8.0 workflows To deploy the imported Siebel workflows: Avaya IC for Siebel Integration Guide May 2009 209 .5 and 8.Administering the Siebel workflows 9. Click Start.Route Avaya workflow to completed before you can validate the eMail Response . Continue to Entering the Avaya e-mail address on page 209. Result: The WF Process Prop window opens.Route Email workflow and try to validate it.0.0. Select WF Process Prop.0 workflows on page 209.1.Process Message workflow with the In Progress status. Expand the Workflow Process Siebel Object in the Object explorer. Continue to Deploying the imported Siebel 8. In the Default String field.Route Email workflow. you may see the following error message. Deploying the imported Siebel 8.Process Message eMail Response . 4.Client Send Email ● ● ● ● Note: Note: When you import the eMail Response . 10. which doesn't exist or it's status is not Completed This means that you must set the status of the eMail Response .com 6.Route Email eMail Response .0. 11. Entering the Avaya e-mail address To enter the Avaya e-mail address in the eMail Response . 5. eMail Response .

Click Activate. Repeat Steps 6 through 7 for the following workflows: ● ● ● ● eMail Response . 3. From the Siebel user interface. Go to View > Toolbars. The WF/Task Editor Toolbar should appear. 4.Identify Language eMail Response . click the Publish button and refer Activating the Siebel workflows on page 210.Client Send Email Activating the Siebel workflows To activate the Siebel workflows: 1.Append Thread Id. In the Name field. Make sure that the workflow is the same version that was imported in previous steps. 5. 8. If you wish to just deploy the workflow now and activate it later. 7. Click Publish/Activate button. do the following steps: a.Get Entitlement Id eMail Response . This will deploy the workflow and also activate it.Route Email eMail Response . Click the Query button in the Repository Workflow Process window. go to the Site Map by pressing Ctrl+Shift+A.Analyze Message workflow with the In Progress status. 2.Chapter 13: Configuring an e-mail channel 1.Route Avaya eMail Response .Create Activity eMail Response . type: eMail Response * 6. Go to Administration . Log in to the Siebel thin client.Process Message eMail Response . Select eMail Response . 3. b. c. Query the eMail Response . The status changes to Completed.Business Process > Workflow Deployment. If the WF/Task Editor Toolbar is not visible. Repeat Steps 1 through 4 for the following workflows: eMail Response . Select WF/Task Editor Toolbar. 5.Parse Junk Email 210 Avaya IC for Siebel Integration Guide May 2009 . 4. 2.

Compile SRF. Configuring Siebel to poll the mailbox This section includes the following topics: ● ● ● ● Where to perform these procedures on page 212 Creating a profile on page 212 Creating a response group on page 213 Associating the profile with the response group on page 213 Avaya IC for Siebel Integration Guide May 2009 211 .Configuring Siebel to poll the mailbox ● ● ● ● ● eMail Response .SR Help eMail Response . 12.Resume Workflow eMail Response . 13. see Compiling the SRF on page 158. Consult the Siebel administration guide for instructions.srf file located on the <SiebelHome>/siebsrvr/objects/enu with the local compiled copy of the siebel.1. Do one of the following tasks to start Siebel services.1. They are: ● ● eMail Response .Update Activity Status For Siebel 8.Send Acknowledgement eMail Response . 10.srf.Send Auto Response eMail Response .Response Workflow eMail Response . 11. Do one of the following tasks to stop Siebel services: If your operating system is: Windows Solaris or AIX Then Stop Siebel services from Control Panel > services.Save As Draft 9. Replace the siebel. For more information.0 you need to activate additional work flows. Consult the Siebel administration guide for instructions. If your operating system is: Windows Solaris or AIX Then Start Siebel services from Control Panel > services. Continue to Configuring Siebel to poll the mailbox on page 211.

In the Name field. Enter the account name of the mailbox where you want Siebel to poll for new e-mails. select New to add the following parameter overrides. 2. Go to Administration .Chapter 13: Configuring an e-mail channel ● Adding input arguments for the response group on page 214 Where to perform these procedures Perform these procedures at the following location. 6. 212 Avaya IC for Siebel Integration Guide May 2009 . Interface Siebel windows System Siebel Creating a profile To create a profile: 1. type: Siebel First Email Response For Siebel 8. 3.Communications > Communications Drivers and Profile. Enter the account password. 5. Name From Address POP3 Account Name POP3 Account Password POP3 Server Value Enter the mailbox you want Siebel to use for sending e-mails. From the Siebel user interface. Select the Profiles tab located below the Communications Drivers window. Select Internet SMTP/POP3 Server in the Name field of the Communications Drivers window. Create a new profile by selecting New.1.1. In the Profile Parameters Overrides. 4. go to the Site Map by pressing Ctrl+Shift+A.0: Add the AICD Responsibility section 7. Enter the POP3 server.

Field Name Service Name Method Name Administrator Email Address Server Startup 4.1. Continue to Creating a response group on page 213.Configuring Siebel to poll the mailbox Name PollingInterval SMTP Server Value Enter the interval time in seconds that you want Siebel to check the mailbox. Continue to Associating the profile with the response group on page 213. Value Siebel First Email Response Workflow Process Manager RunProcess Enter the e-mail address for the administrator.0. Select All Response Groups located directly under the Administration Communications tab. 3.1.0: Active Associating the profile with the response group You must associate a profile with every response group that you create. Create a new response group with the values shown in the following table. Click New in the Response Groups window. Enter the SMTP server. Avaya IC for Siebel Integration Guide May 2009 213 .5 and 8. Creating a response group To create a response group: 1. Press Ctrl+S.0. For Siebel 8. 8. To associate a profile with a response group: 1. 5. not the host name of the machine. 2. Select the Profiles tab located under the Response Groups window. Use the name of the Siebel server.

6.Process Message ● ● If you are configuring Smart Answer Manager.Chapter 13: Configuring an e-mail channel 2. Continue to Adding input arguments for the response group on page 214. Click New. enter the name of your knowledge base. Click New under the Profiles tab. 2. The Add Communications Profiles applet closes. Select the Input Arguments tab. Press Ctrl+S. 3. Adding input arguments for the response group To add input arguments for the response group: 1. Add the values shown in the following table. Click OK. leave this field blank. Example: Siebel First Email Response 4. Example: KB If you are not configuring Smart Answer Manager. Select the name of your Siebel-first e-mail profile. In the Name field ProcessName Catalog Name Enter the following values in the Value field eMail Response . 3. 5. The Add Communication Profiles applet opens. Enable Avaya Integration TRUE 214 Avaya IC for Siebel Integration Guide May 2009 .

For a complete description of Smart Answer Manager. Create a knowledge base. Continue to Configuring Smart Answer Manager on page 215. Administer Smart Answer Manager. As an option. see Smart Answer and Smart Answer Manager on page 90. 5. select FALSE. see the Siebel documentation. 4. Related topics ● For basic information about Smart Answer Manager. Set the response thresholds for the categories in your knowledge base. Associate templates with categories. Restart Siebel services by doing one of the following tasks: For Windows Select Control Panel > services For Solaris/AIX Consult the Siebel administration guide for instructions. 3. select TRUE. add text as one of the settings in Smart Answer Administration. If you are not configuring Smart Answer Manager.Configuring Smart Answer Manager In the Name field Enable Smart Answer Enter the following values in the Value field ● ● If you are configuring Smart Answer Manager. these steps may not be sufficient. For the optimal configuration for your company. Configuring Smart Answer Manager The following list provides suggested actions that you can take to configure Smart Answer Manager: 1. ● Avaya IC for Siebel Integration Guide May 2009 215 . Import the knowledge base. Add one or more response templates. 6. Enable the Smart Answer Manager server component. 7. 5. RowId Leave blank 4. You should carefully read the relevant Siebel documents to understand the capabilities and settings of Siebel Smart Answer Manager. 2.

Select Synchronize. 6. 216 Avaya IC for Siebel Integration Guide May 2009 . Go to Administration . If the Communications Outbound Manager component is not enabled. 4. see Siebel user interface on page 87. see the Siebel documentation to enable this component. 5. Select the Query button and search for the Communications Outbound Manager component. go to the Site Map by pressing Ctrl+Shift+A. Procedure To enable the Comm Outbound Manager: 1. 3. For Windows Select Control Panel > services For Solaris/AIX Consult the Siebel administration guide for instructions. 2. Interface Siebel windows System Siebel Related topic For more information.Chapter 13: Configuring an e-mail channel Enabling Communications Outbound Manager This section contains the following topics: ● ● Where to perform these procedures on page 216 Procedure on page 216 Where to perform these procedures Perform these procedures at the location shown in the following table.Server Configuration > Enterprises > Synchronize. Restart the Siebel services that are on the Siebel server by doing one of the following tasks. From the Siebel user interface.

After Call Work (ACW) Feature The IC .Chapter 14: New Features This chapter provides information on the new features incorporated in IC 7. This section contains the following: ● ● Prerequisites for processing and importing the AfterCallWork. and the hard phone should indicate the pending ACW state on the switch.sif file on page 218 Prerequisites for processing and importing the AfterCallWork.sif file on page 217 Import the AfterCallWork.sif file Perform the following steps before you proceed to importing the AfterCallWork.0 integration.Siebel integration provides Selective After Call Work (ACW) functionality for Agents.sif file. the pending ACW state would be cancelled. which when invoked during a call would preset ACW for the call. the agent will enter IC wrap-up (Siebel wrap-up type).0. 1. The implementation would involve supporting a new AICD driver command (that would be associated with a custom Siebel toolbar button).1. the button should appear depressed.0.2 Siebel 8. The ACW functionality is implemented only for voice channel. ● ● ● Enabling ACW feature on page 217 ACW Configuration Parameters and Settings on page 219 Using ACW for localized language on page 223 Enabling ACW feature You can enable the ACW feature on the toolbar. Selective ACW features is only available for IC-Siebel Native configuration and not for Hybrid configuration. Avaya IC for Siebel Integration Guide May 2009 217 . As long as the agent remains in wrap-up. This feature allows the agent to indicate on a call by call basis whether ACW (aka wrap-up in IC) should be invoked.1. he/she is not available to receive any new ACD calls (this is enforced by the switch ACD). You must stop the Siebel server to write to the SRF. If pending ACW is invoked when the call ends. When activated. If the button is clicked again.5 and 8.

Siebel Repository window. Note: 218 Avaya IC for Siebel Integration Guide May 2009 . b.Project List window. Select Siebel Server.srf) to a location accessible to Siebel Tools. 2. Consult the Siebel administration guide for more information. From the Siebel Tools . Type <project> in the Name field and then select Query > Execute Query. 3.Chapter 14: New Features If your operating system is: Windows Then stop Siebel services by doing the following steps: Use the Windows services control panel to: 1.Siebel Repository . From the Siebel Tools . After executing the query. From the Siebel Tools . Perform the instructions described below for locking the projects. 2.srf Import the AfterCallWork.Communication Administration . Note: You must perform the above mentioned steps (Step a — Step c) for all of the projects described above. the path can be C:\siebel. Solaris or AIX Consult the Siebel administration guide for instructions. a.Bitmap . select Project from the Object Explorer located in the top-left pane.Project List window. Copy the SRF file found on your Siebel server (<SiebelHomeDir>\siebsrvr\objects\enu\ siebel. lock the project by clicking in the corresponding field in the Locked column. Select Action > Stop. select Tools > Import from Archive.Toolbar c.Siebel Repository . 2. where <project> is .Command . For example. select Query > New Query.sif file Perform the following steps on Siebel Server machine to import the AfterCallWork.sif file: 1.

Browse to the SRF file located at the location specified in Import the AfterCallWork. Agent/Desktop/IntegratedApplication = Siebel Avaya IC for Siebel Integration Guide May 2009 219 . 6. Start Siebel services. After compilation is complete copy the icon_acw_disabled. Copy the compiled siebel. 10.After Call Work (ACW) Feature 4. 16. After compilation is complete copy the icon_acw_enabled. click Yes. 7. The Review Conflicts and Actions window is displayed. You need to verify whether the Avaya IC project is locked. 8.sif file from the SiebelAllPlatforms\integrations\ sba80\ACW folder. 17. Browse to the AfterCallWork. Click Compile. Click Next. 14. 5.gif file from the \SiebelAllPlatforms\integrations\sba80\ACW directory to the \SWEApp\ Public\ENU\Images folder for the Siebel thin client.Project List window. From the Siebel Tools . 12. Select Locked projects.gif file from the \SiebelAllPlatforms\integrations\sba80\ACW directory to the \SWEApp\ Public\ENU\Images folder for the Siebel thin client. select Tools > Compile Projects. This window displays the Siebel integration objects found in the SIF file that you import. Make sure that Merge the object definition from the archive file with the definition in the repository is selected.Siebel Repository . Select Yes to enable Siebel to import the integration object into the database. 11. Would you like to continue anyway?. If you get the following message This operation should only be performed while connected to your local database. Click Next. ACW Configuration Parameters and Settings IC Properties that play a role in the ACW Feature implementation are as follows: a. 13.srf file back to the following location: <SiebelHomeDir>\siebsrvr\objects\enu 15.sif file on page 218. The following message is displayed: The operation is going to modify your repository as follows: XXXX objects will be inserted X objects will be deleted X attributes will be updated 9.

Switch Timed ACW: Agent/Desktop/WrapUpEnabled = No Agent/Desktop/Voice/SwitchTimedACWEnabled = Yes Agent/Desktop/Voice/AutoIn . Agent/Desktop/WrapUp/SelectiveDefault = Requested/Not Requested. Agent/Desktop/WrapUpEnabled = Yes/No c. Client Side Selective ACW: Agent/Desktop/WrapUpEnabled = Yes Agent/Desktop/WrapUpType = Siebel Agent/Desktop/Voice/AutoIn = Yes Agent/Desktop/Voice . Agent/Desktop/Voice/AutoIn = Yes e. Agent/Desktop/WrapUpType = Siebel d. Agent/Desktop/Voice/SwitchTimedACWEnabled = Yes/No f. Agent/Desktop/WrapUp/EnterWhen = Always/Selective g. Behavior of ACW is described as follows for two recommended set of properties: A. ACW button functionality and appearance does not depend on the following IC properties (when NOT in CALL): Agent/Desktop/WrapUp/EnterWhen and Agent/Desktop/WrapUp/SelectiveDefault 220 Avaya IC for Siebel Integration Guide May 2009 . Note: B.Chapter 14: New Features b.SwitchTimedACWEnabled = No Functionalities of ACW ACW functionality is divided into three sections: ● ● ● When the agent has no contact on page 220 When the agent has non-voice contact on page 221 When the agent has voice contact on page 221 When the agent has no contact 1.Yes Note: ACW button will remain disabled on communication toolbar.

● When the Agent changes from AUX to ACW on hard phone. Agent should be allowed to switch from AUX to Avail or Avail to AUX. If an Agent is in Available mode and then clicks the SetACW to go into ACW state.After Call Work (ACW) Feature 2. The agent can choose to enter the ACW state or the Ready state after the call disconnects. Once Agent selects ACW. When the Agent changes from Avail to ACW on hard phone. The ACW States must reset for the Agent once the Agent logs out or logs in. the ACW button changes from checked/pressed state to normal state. When the agent has voice contact This allows the Agent to selectively enter the ACW state. the ACW button changes from checked/pressed state to normal state. Agent/Desktop/WrapUp/EnterWhen = Always/Selective Selecting the Always option puts the Agent in the Selective ACW mode after the disconnection of every voice contact. while handling the voice contact. then the agent should get back to Available mode once ACW is done. 5. ACW button state must reflect the state on the hard phone. Selecting the Selective option. ● ● ● 4. This is needed because the states are maintained at the Agent level. 3. ● When the agent has non-voice contact When an Agent is handling a non voice contact then the ACW button on Siebel toolbar must be disabled. When the Agent changes from ACW to AUX on hard phone. the ACW button changes to checked/pressed state. Reset ACW button should restore the same state that the Agent was in before going into the ACW state. When the Agent changes from ACW to Available on hard phone. the ACW button changes to checked/pressed state. depending upon the Agent’s choice. ● If Agent is in AUX and then clicks the Set ACW to go into ACW mode on the switch. ACW button state (enable/disable/pressed/unpressed) depends on the Agent’s activity and IC group manager properties as follows: 1. the agent can choose to enter the Selective ACW mode or not while handling the voice contact. Avaya IC for Siebel Integration Guide May 2009 221 . then Agent should get back into the AUX mode once Reset ACW is done.

Chapter 14: New Features 2. Reset ACW button will be disabled till the work item is there in agent's work item drop down list. This is needed because the ACW states are maintained at the WI level and not Agent level. When call is hang-up and agent is in ACW/Wrap-up state. by default. when in a call. 222 Avaya IC for Siebel Integration Guide May 2009 . After voice call disconnection ACW button state on toolbar be summarize in following table: Agent/Desktop/ WrapUp/ EnterWhen Agent/ Desktop/ WrapUp/ SelectiveDefa ult Requested ACW button state on toolbar Description Always Disabled Agent has been forced to go to ACW after the voice call disconnects Agent has been forced to go to ACW after the voice call disconnects By default. Select to go to AUX. the agent will go to ACW after voice call disconnects By default. In case of Not Requested. by default the ACW button is in normal un-pressed state. the agent will not go to ACW after the voice call disconnects Always Not Requested Disabled Selective Selective Requested Not Requested Enabled and Pressed Enabled and Unpressed Note: Note: When call is hang-up and agent is in ACW/Wrap-up state. If set as Requested then. the ACW button is pressed. Agent should be allowed to request ACW when call is on HOLD. Agent/Desktop/WrapUp/SelectiveDefault = Requested/Not Requested This property governs the default behavior of the ACW button on the Siebel toolbar. phone continues to show ACW (this is a preset-aux state). The ACW states must reset once the call is released.

To enable Virtual Free Seating: 1.def file located at: /sba80/siebsrv/bin/<language> <START> . you need to add the following commands in the AICD.use acw command group to send set and reset acw request to aicd driver [Command:ACWGroup] SubCommand_1 = "SetACW" SubCommand_2 = "ResetACW" Hidden = "TRUE" [Command:SetACW] DeviceCommand = "SetACW" Hidden = "TRUE" [Command:ResetACW] DeviceCommand = "ResetACW" <END> Virtual Free Seating (VFS) Feature When VFS is enabled.Communications > Communications Drivers and Profiles > Driver Parameters. the agent is able to login to another extension without logging out from the agent application. Avaya IC for Siebel Integration Guide May 2009 223 . This section provides the following information: ● ● ● Configure Siebel Browser to enable Virtual Free Seating on page 223 Configure Siebel Browser to view Status text messages on page 224 Configure Siebel Browser to enable sound on incoming work item on page 224 Configure Siebel Browser to enable Virtual Free Seating You can enable Virtual Free Seating in Native Siebel Integration. 2. Select Site Map > Administration . Open the Siebel Browser.///////////////////////////////////////////////////////////////// . You can enable or disable this feature as per the requirement.Virtual Free Seating (VFS) Feature Using ACW for localized language For ACW to work with languages apart from English and Japanese.

Note: This property will not allow an agent to login using Virtual Free Seating. Open the Siebel Browser. 4. click New to add a new parameter with name ’Param. 224 Avaya IC for Siebel Integration Guide May 2009 .Communications > All configurations > Parameters. Search for the command SignOnGroup 7. To enable viewing Status text messages: 1. 5. You can enable or disable this feature as per the requirement. Add Driver:TSLogout as Name. In the Driver Parameters tab. in the configuration tab of TS server. Select the Enable Sound check box. 4. click New to add the following parameter. Set the default value to True. In Command data parameter tab. In the Parameters tab. 3. Login through the Siebel Browser as SADMIN. In the Driver Parameters tab. Set the default value to true. click New to add the following parameter. Configure Siebel Browser to enable sound on incoming work item This integration allows you to enable sound on an incoming work item. Add property name logout_on_deassign with value as false. Add Driver:VFSEnabled as Name. Select Site Map > Administration . in the IC Manager. To enable sound on an incoming work item: 1. Select Site Map > Administration . Click OK. Note: Configure Siebel Browser to view Status text messages This integration enables you to view Status text messages for corresponding TS events (Login/ Logout/AuxWork/Wrapup) on the Siebel Communication toolbar. 2. to another extension which is already logged in with a Phone Id. 2. 6. Select Site Map > User Preferences > Communications. 3. Update AutoLogin value to FALSE.Destination’ and value ’{@Phone:PhoneTypeLookup}’.Communications > Communications Drivers and Profiles > Driver Parameters.Chapter 14: New Features 3.

5. Note down the Display Value from the selected row.Data. 3. the workitems must be displayed on Agent's WIDL.Inbound as Language-Independent Code.0.Virtual Free Seating (VFS) Feature Note: Note: By default. Select the row with Type TODO_TYPE from the results.Outbound.5 and 8.0.1. Open the Siebel Thin Client call center application from the web browser. Navigate to the AICD profile within Siebel.Inbound as Language-Independent Code. Configure the IC . Login as Siebel Administrator. Click Query and search for Call .Siebel integration Workflows for Japanese Language IC 7. 6. Click List of Values from the sub-menu. To play sound for each and every incoming workitems thereon. This happens when the IC property. Agent Desktop/ ScreenPopup/PopOnAllArrivingContacts is set to Yes. This happens when the IC property.2 and Siebel 8. Perform the following steps to upload the modified workflows: ● ● ● Check the correct values from LOVs in Siebel on page 225 Modify and Upload the workflows on page 226 Importing the AICD Siebel configuration on page 151 Check the correct values from LOVs in Siebel To check the correct values from LOVs in Siebel: 1. Agent Desktop/ScreenPopup/PopOnAllArrivingContacts is set to No. 2. 5 and 6 for Call . Avaya IC for Siebel Integration Guide May 2009 225 .Inbound and Web . the sound plays on Agent's desktop only when the Agent's WIDL (WorkItem Dropdown List) is empty. 4.2 contains the basic out of the box workflows and AICD. The query results are displayed. 8.def file modified to support Japanese language for IC 7. 7.1. Repeat steps 4. Email . Go to Site Map > Administration .0 integration.

select the Basic tab. To change and upload the workflows: 1. In the Property. 2. Select the String Value ('Call .Inbound Workflow Block Name String to change TS ts_sbl.Inbound Call .prj transcriptadded_sbl Buid Activity (2 blocks) Web . Project file Advocate Advocate_sbl. Refer the above table for Block Names for OOTB workflows. that are required to be changed.Inbound'.prj WACD wacd_sbl.Inbound Note: Note: Only the workflows that are being used need to be changed. Note: It is recommended to copy and paste the strings rather than typing them.prj qualifychat_sbl Buid Activity Web . Open the workflow project in the Avaya Work Flow Designer.prj qualifychat_adv_sbl qualifyvoice_adv_sbl ICEmail icemail_sbl. 4. Note: 226 Avaya IC for Siebel Integration Guide May 2009 . but the correct string will be uploaded.Inbound incomingcall_sbl Buid Activity Call . Open a workflow from the 'Project' sheet.Inbound Buid Activity Buid Activity Web . Select the desired block.prj preanalyzeca_sbl preanalyzenoca_sbl ICM icm_sbl. After pasting the strings.Chapter 14: New Features Modify and Upload the workflows The following table lists the details of the OOTB workflows. This is a known issue with the Avaya Workflow Designer.Inbound Email .Inbound') and replace it with its corresponding value noted in the step Check the correct values from LOVs in Siebel on page 225. Refer the above table for OOTB workflows. 3. 'Email . 5.Inbound PutEmailtoSiebel PutEmailtoSiebel Email .Inbound' or 'Web . you may see unexpected characters.

Virtual Free Seating (VFS) Feature 6. Enter the IC Admin username and password. 2.Communications > Communications Drivers and Profiles > Driver Parameters. Ensure that there are no errors. Configure minimum log out delay for Siebel Agent You need to enter a new driver parameter to the driver profile to avoid the race condition happening when an agent logs out and logs in rapidly. Avaya IC for Siebel Integration Guide May 2009 227 . mentioned in the above table. select Build > Build Flow Set. restart all the workflows that use these projects. You can change this value as per your environment. Once all the required workflows. To build the flow set. 3. This delay would be per Agent basis. click New to add the following parameter. 8. Open the Siebel Browser. 9. are modified and their projects are built. To configure the minimum log out delay: 1. Service:MinLogoutDelay = 500 (Value in Milliseconds) Adding this parameter will delay sending the logout message from AICD to ASIS/ICA. In the Driver Parameters tab. Select Site Map > Administration . 7. Save the project and build the flow set.

Chapter 14: New Features 228 Avaya IC for Siebel Integration Guide May 2009 .

Open data has the following advantages over custom Siebel event parameters: ● ● The Siebel definition file can write open data to the EDU.attachments EDU container.Chapter 15: Customizing open data and events This section includes the following topics: ● ● ● ● ● Event parameters vs. see the following topics: ● ● About open data on page 229 About events on page 350 About open data This section includes the following topics: Avaya IC for Siebel Integration Guide May 2009 229 . Whereas open data can pass only data contained in the siebel. open data on page 229 About open data on page 229 How open data is passed on page 231 Assigning a workflow to monitor AICD open data changes on page 235 Customizing events on page 236 Event parameters vs. Custom Siebel event parameters have an advantage over open data. open data You can use either custom Siebel event parameters or open data to configure your system. Siebel event parameters can pass any EDU data that was previously written to the EDU by an Avaya IC server or Avaya IC workflow. The NewOpenData command can pass data after the agent receives the work item. Related topics For more information.data.

Open data is allowed on any command that causes work to be delivered to an agent. The AICD is only a conduit through which the data passes. you can use the siebel. 2. 230 Avaya IC for Siebel Integration Guide May 2009 . to the Siebel event handler for the receiving agent. In order to accommodate specific customer needs.data. OnNewWorkItem and OnCallIncoming are examples of this type of event. 3.data. the container can provide an Avaya IC workflow with special processing instructions. The event handler uses the Bookmark to pop the Siebel screen.attachments EDU container is passed to the Siebel Communication server when certain events are triggered.data. The Siebel Bookmark is passed to the AICD as open data. Open data stays associated with the work item as the system moves the work item between agents and Avaya IC workflows. Open data can be delivered with events that indicate that an agent is receiving new work. and MakeCall are examples of this type of command. This work item transfer works as follows: 1. along with the driver command used to transfer the work item. For example. any unrecognized parameters are copied to siebel.Chapter 15: Customizing open data and events ● ● ● ● Definition of open data on page 230 Open data example on page 230 Open data and the EDU container on page 230 Open data requirements on page 231 Definition of open data The AICD can pass data between Avaya IC workflows and the Siebel Communications Server without using or analyzing the content of the data being passed. Open data and the EDU container Whatever is in the siebel. The AICD passes the open data. MuteTransferWork. InitConferenceCall.attachments when certain commands are called.attachments EDU container with a custom definition file. Open data example The Siebel Bookmark is a Siebel mechanism that transfers a Siebel view from one Siebel agent to another agent so that both agents can see the same customer information. Likewise. This type of data is known as open data. or Bookmark.

see the Avaya IC Electronic Data Unit Server Programmer Guide. Any character except the null character (’\0’) is legal Value ● ● Related topic For information about EDU container syntax restrictions. The string size is limited only by the memory restrictions of the servers. Key-value parameter Key Requirements ● ● ● ● ● ● Must be an ASCII string Must be a string containing between 1 and 34 characters May contain any lowercase letters.TrackingID .SuppressUAD Must be any string. or the underscore (_) character Names are case-sensitive Must conform to EDU container syntax restrictions Cannot contain the following parameter names because they conflict with standard command parameters: .ActivityID .AgentID .How open data is passed Open data requirements Open data requirements are shown in the following table. How open data is passed Open data passes data: ● ● ● From Avaya IC workflows to the Siebel Communication server on page 232 From the Siebel Communications Server to the Avaya IC workflows on page 234 Between agent desktops on page 234 Avaya IC for Siebel Integration Guide May 2009 231 . digits.Destination .AgentExtension . uppercase letters.

attachments.rowID When the work is delivered to the Siebel agent.data. Avaya IC workflows can specify what Siebel screen is popped to the Siebel agent. This example only describes a Siebel single view screen pop and does not show a Siebel multi-view screen pop. you may want to configure your Siebel screen pops differently.Chapter 15: Customizing open data and events From Avaya IC workflows to the Siebel Communication server The Avaya IC workflows may place any key-value pair in the siebel-data-attachments EDU container and pass it as open data on certain AICD events. For example. You must customize the definition file to expect this data and to interact with Siebel to get the intended result. However. and Siebel BusComp Name under separate event responses in the definition file. Example scenario: Siebel screen pop controlled by Avaya IC workflow This example describes how open data is used to allow an Avaya IC workflow to control the Siebel screen pop. the OnNewWorkItem event includes the following parameters: ● ● name: viewID value: <value> name: rowID value: <value> Notice that these parameters are not standard with the OnNewWorkItem event. and were only included because they were in the siebel.data.rowID 232 Avaya IC for Siebel Integration Guide May 2009 .attachments EDU container. then select one of the event responses for a particular screen pop based on an open data parameter such as viewID.data. You can hard code all the necessary combinations of Siebel View Name. an Avaya IC workflow places the following names into the EDU Open Data container with appropriate values: ● ● siebel.attachments.data. Siebel BusObj Name.attachments.attachments. Before the contact is routed.viewID siebel.data.viewID siebel. The workflow may specify the following EDU names with the appropriate values: ● ● siebel. This data can be passed on to other events as well.

viewID="ContactRecordPop" Filter. and the definition file that does a screen pop of the Siebel record. Key-value parameter Key Value viewID ContactRecordPop Example definition file excerpt This is an example of a definition file with hard-coded example parameters.viewID="EmailPop" Filter. Event Handler for Contact Record Pop [EventHandler:XXXX] DeviceEvent="OnNewWorkItem" Filter. Avaya IC for Siebel Integration Guide May 2009 233 .viewID with the value ContactRecordPop. you may want to do a multi-view screen pop and let the agent select the correct record. when multiple records are found in Siebel.attachments. The viewID is used to select the correct event handler and the rowID is used to select the particular Siebel record. Event Handler for Email Pop [EventHandler:YYYY] DeviceEvent="OnNewWorkItem" Filter. .rowID="?*" Response="OnNewWorkItem_EmailPop" EventResponse:OnNewWorkItem_EmailPop] QueryBusComp = "Action" QueryBusObj = "eMail Response" QuerySpec = "Id = '{rowID}'" SingleView = "Communication Detail . Also. the following key-value parameter is passed to the Siebel Communication server in the OnNewWorkItem event.rowID="?*" Response="OnNewWorkItem_ContactRecordPop" EventResponse:OnNewWorkItem_ContactRecordPop] QueryBusObj = "Contact" QueryBusComp = "Contact" QuerySpec = "Id = '{rowID}'" SingleView = "Contact Detail View" . the Avaya IC workflow must detect and resolve instances when multiple records are found in Siebel.How open data is passed Example parameters If the EDU contains the name siebel. For example.Response View" This technique requires careful coordination between the Avaya IC workflow that may find or create the Siebel record using EAI.data.

with that key and value. agent 1 uses the NewOpenData command to pass the wrap-up code to agent 2. contains an example of a NewOpenData command that sends open data between Siebel agents. Also see.attachments. see OnNewWorkItem on page 367. ● ● From the Siebel Communications Server to the Avaya IC workflows The Siebel Communications server can pass any key-value parameter on selected commands and the AICD populates the EDU container.data. The Siebel event handler for the agent receiving the data may use this open data to pop a different screen or to activate a control. 234 Avaya IC for Siebel Integration Guide May 2009 . see the Communications Server Administration Guide in the Siebel documentation.agentname SYDNEY Between agent desktops The Siebel Communications Server can pass open data from one agent to another using AICD commands and events.attachments. In this example.data.attachments.def. when agent 1 transfers a call to agent 2.data.Chapter 15: Customizing open data and events Related topics ● For more information about the OnNewWorkItem event. Assigning a workflow to monitor AICD open data changes on page 235 For detailed information about the Siebel definition file. AICD. Key-value parameters Key Value agentname SYDNEY Then the AICD creates the following EDU field: siebel. siebel. Example The Siebel Communications server can pass any key-value parameter on selected commands and the AICD populates the EDU container. siebel. The out-of-the-box Siebel definition file. with that key and value.

aicd_open_data Reference: For information about creating a workflow.data.aicd_open_data Avaya IC for Siebel Integration Guide May 2009 235 .Assigning a workflow to monitor AICD open data changes Assigning a workflow to monitor AICD open data changes To assign a workflow to monitor AICD open data changes: 1.attachments Note: Note: Criteria is: siebel. and will process this data. Double-click the Workflow server in IC Manager.attachments. 8. 3. Select the Channels tab of the appropriate Workflow server. Log in to IC Manager.*} 9. This workflow will inspect the input parameters.data. Create a workflow that will process the EDU event. 10.attachments. Field Event Flow Value VDU.2 > IC Manager. Example: test. Select New Channel. In the Channel Editor dialog box. 2. 4. see Avaya Workflow Designer User Guide. Choose a workflow server to handle the processing. which will be the modified fields on the AICD Open Data container. 6. Click Ok. 7. 11.change test.*=*{siebel. Field Service Criteria Value VDU siebel. Select New Association. Navigate to Start > Programs > Avaya Interaction Center 7. Create a separate workflow server if you think this will cause too much processing. In the Channel Association dialog box. Create one workflow server per Media EDU server by placing the workflow server into the same domain as each of the Media EDU servers. type the values shown in the following table.data. 5. select the values shown in the following table.

If the EDU field is written after the work item arrives. the EDU data does not get passed. 14. "") Each entry determines: 236 Avaya IC for Siebel Integration Guide May 2009 . Select New Association. About customizing Siebel event parameters Use the AICDStrings. Value VDU.Chapter 15: Customizing open data and events Note: Note: These fields are case-sensitive.txt file is read by the AICD during driver initialization and contains entries such as: DEFINE_INTL_STRING(ON_NEW_WORK_ITEM_EDU_FIELD_1. The AICDStrings. type the values shown in the following table.aicd_open_data Customizing events In the out-of-the-box configuration. there are many EDU fields that the AICD does not pass to the Siebel server. 13.data. Click Ok again. Field Event Flow 15. You can customize the following Siebel events: ● ● ● OnNewWorkItem OnWorkItemRemove OnCallIncoming The AICD passes EDU fields that are written before the agent receives the work item.attachments container.aicd_open_data workflow will run whenever any field changes within the siebel. Do not customize parameters that are written to the EDU after the agent receives the work item. 12.watch test. Click Ok. Result: The test.txt file to customize the Siebel event parameters. Click Ok. 16. You can customize your integration to use these fields. In the Channel Association dialog box.

If found. currentemail. and the AICD will attempt to find that EDU field and pass its value on the event.Customizing events ● ● ● The event that will pass the custom Siebel event parameter The EDU field value that will be passed on the event The key name of the custom Siebel event parameter Each entry allows you to add one key-value parameter to an AICD > Siebel event. "calltype") ● The AICD will look for the EDU field name. If a custom Siebel event parameter is not found in the EDU.XWF_ReplyType. the key-name will be. if you specify EDU field name. then it is not passed on the event. The key-name is the same as the EDU field name. calltype.header. Example Here is how you would customize the OnNewWorkItem event: DEFINE_INTL_STRING(ON_NEW_WORK_ITEM_EDU_FIELD_1. Avaya IC for Siebel Integration Guide May 2009 237 .XWF_ReplyType. For example.header. If you specify an EDU field name such as. calltype. the AICD adds this EDU field name and value the key-event parameters passed to Siebel on the OnNewWorkItem event. Modify an entry to contain an EDU field name. the key-name is calltype. currentemail.

Chapter 15: Customizing open data and events 238 Avaya IC for Siebel Integration Guide May 2009 .

see Architecture overview on page 27. For more detailed information about the architecture of an integration.Chapter 16: Overview of deployment options This section explains the relationship between your Siebel administration and Avaya IC administration. the Siebel tool bars for some agents will be disabled. If certain administration parameters do not match. This section also provides examples for how to deploy integration components on Siebel machines. and procedures in this section apply to both the Hybrid Siebel integration and the Native Siebel integration. examples. The section includes the following topics: ● ● ● ● ● ● ● ● ● ● ● Siebel driver configurations on page 240 The AICD library and the SiebelAICD server on page 241 Siebel configuration parameters and settings on page 243 Calculating the number of AICD servers on page 246 List of configuration examples on page 246 Example 1 on page 247 Example 2 on page 248 Example 3 on page 249 Example 4 on page 250 Example 5 on page 251 Example 6 on page 252 Avaya IC for Siebel Integration Guide May 2009 239 . including components installed on Avaya IC machines. ! Important: Important: The information.

you could create only one SiebelAICD server per Siebel Communication Server. see AICD driver parameters on page 400. see Maximum MT Servers parameter on page 243. you can restrict a Siebel communications configuration to run under a specified Avaya IC domain. 240 Avaya IC for Siebel Integration Guide May 2009 . In earlier AICD releases. This Siebel parameter controls the number of Communications Session Managers that can run on a host. ConfigurationName. Set Maximum MT Servers to a value greater than one: You can set the Maximum MT Servers parameter for the Communications Session Manager to a value greater than one. This can optimize your network communication by ensuring that all agents in a Siebel configuration run under a particular Avaya IC domain. Avaya IC supports Siebel driver configurations that were not previously supported. Avaya Alert 611 stated that the Maximum MT Servers setting must remain at its default value of one.2 integration release. When you can create more than one SiebelAICD server per Siebel Communication Server. For more information. ServerDomain. you can partition your agents by Avaya IC domains using separate Siebel Computer Telephony Integration (CTI) configurations. You can also use this ability to optimize network usage and failover strategies for your system. For more information about the ServerDomain parameter.Chapter 16: Overview of deployment options Siebel driver configurations Starting with the 7. Specify multiple Siebel configurations that use the AICD library: You can specify multiple Siebel configurations that use the AICD library using the new AICD parameter. The AICD is loaded separately up to the value specified for Maximum MT Servers. For earlier AICD releases. For more information. The AICD creates a new SiebelAICD server for each uniquely-identified Siebel configuration. see: ● ● ConfigurationName parameter on page 244 AICD driver parameters on page 400 Restrict a Siebel communications configuration to run under a specified Avaya IC domain: With the new AICD parameter. You can now perform the following actions with the new AICD. These configurations allow you to closely tailor your integration to customer needs.

This section includes the following topics: ● ● ● SiebelAICD selection criteria on page 241 SiebelAICD server administration on page 242 AICDs and multihomed hosts on page 242 SiebelAICD selection criteria When the AICD library starts each SiebelAICD server. the AICD library compares all host IP addresses. the AICD library will not be able to use some SiebelAICD servers. Avaya IC Manager cannot do this for you. Otherwise.log file. Note: If you are running a multihomed server. If the host is multihomed.imp file that meets the following criteria: ● ● The Avaya IC server type is SiebelAICD.The AICD library and the SiebelAICD server The AICD library and the SiebelAICD server The Siebel Communications Server uses the AICD library to support the Siebel toolbar. Note: Avaya IC for Siebel Integration Guide May 2009 241 . including the letter case. each loaded AICD library creates one or more SiebelAICD servers. ● ● If these criteria are not met. the AICD library looks for any Avaya IC server configured by Avaya IC Manager in the IC_INSTALL_DIR\IC72\etc\vesp. Both values must match exactly. the AICD library compares the domain of the SiebelAICD server configured using Avaya IC Manager with the value of the ServerDomain parameter configured by Siebel. The SiebelAICD server IP address configured using Avaya IC Manager matches the host IP address. These errors are logged in the IC_INSTALL_DIR\IC72\logs\SiebelAICD. The network TCP port address configured using Avaya IC Manager must not be in use by another SiebelAICD server nor by any other host process. If the Siebel ServerDomain driver parameter is specified. By default. the AICD library returns an error to Siebel and some Siebel agents will have disabled Siebel tool bars when they login. make sure that the Port values configured using Avaya IC Manager for all SiebelAICD servers on the host are unique.

Consider the following network performance criteria to determine the best IP address: ● ● ● Network topology Network bandwidth Number of network hops between your Avaya IC servers and Siebel Communications server host Port assignment Normally. or a single NIC configured for multiple IP addresses. Avaya IC Manager ensures that the specified SiebelAICD port entries are unique. When creating SiebelAICD servers for the same host and different IP addresses. In some special situations you must ensure that the port entries are unique for all Avaya IC servers across multiple hosts. The AICD library supports multihomed hosts by monitoring all host IP addresses. However. ● ● AICDs and multihomed hosts A multihomed host is a computer with two or more IP addresses. IP assignment and performance If your Siebel Communications Server host is multihomed. how you assign IP addresses during SiebelAICD server configuration can affect performance. Typically. If you pay attention to how you specify unique port addresses. this is any host with two or more Network Interface Cards (NICs). 242 Avaya IC for Siebel Integration Guide May 2009 . Assign the Siebel Communication Server host's IP address to each SiebelAICD server. you will save troubleshooting steps later. you must perform the following administrative tasks: ● Use Avaya IC Manager to administer each SiebelAICD server as Avaya IC server-type SiebelAICD. you must ensure that the port entries are unique for all Avaya IC servers that run on the same host. Configure the Avaya IC domain on each SiebelAICD server. Avaya IC Manager does not provide safeguards when specifying SiebelAICD port entries for a multihomed server.Chapter 16: Overview of deployment options SiebelAICD server administration To control the communication paths among the SiebelAICD servers and the Avaya IC servers.

This is controlled by the following Siebel and driver configuration parameters and settings as they apply to the AICD: ● ● ● ● ● AgentPassword parameter on page 243 Maximum MT Servers parameter on page 243 ConfigurationName parameter on page 244 ServerMode parameter on page 245 Siebel Communications Server host setting on page 245 AgentPassword parameter This parameter provides a password that agents can use to log into Avaya IC for Native Siebel configurations only. Note: Avaya IC for Siebel Integration Guide May 2009 243 . In order for all SiebelAICD servers to work. For each AICD. Some configurations require you to administer more than one SiebelAICD server using Avaya IC Manager.Siebel configuration parameters and settings Siebel configuration parameters and settings This section describes the Siebel configuration parameters and settings that affect the number of SiebelAICD servers. This parameter is a service parameter (Service:AgentPassword) not a driver parameter. Example setting for Maximum MT Servers If you specify the Maximum MT Servers parameter as 2. you can load the AICD library under two separate processes on the Communications Server host for a total of two SiebelAICD servers. your administration of Avaya IC Manager must specify two Avaya IC SiebelAICD servers. If you do not specify enough Avaya IC servers with the correct IP addresses. This parameter defaults to a value of one. but you can change the value using the Siebel Server Component Administration screen. Note: This example assumes you are running one Siebel Communications Server host. all configured for the IP address of the Siebel Communications Server host. Maximum MT Servers parameter Maximum MT Servers is a Siebel configuration parameter on the Siebel Communication Session Manager that determines the maximum number of Communications Session Managers that run on a host. some SiebelAICD servers will fail to initialize and some Siebel agents will have disabled Siebel tool bars. at least one SiebelAICD server is created. Each session manager runs a new copy of the AICD.

About setting the ConfigurationName parameter Consider the following items when setting the ConfigurationName parameter: ● ● Use the Siebel Communications screens to specify each Siebel configuration. AICD parameters. Set the number to a value greater than 0 and less than or equal to the Maximum MT Servers setting. and MaxTasks parameters to improve stability of the Communications Session Manager and to manage multiple CommSessionMgr processes. Instead. see Siebel FAQ 2091: How do you use the MaxMTServers. The AICD library recognizes a new configuration by a change in this value and creates a new SiebelAICD server. as load increases and more agents log in. and Maximum Tasks for the Siebel Communication Session Manager. ● ● 244 Avaya IC for Siebel Integration Guide May 2009 . to associate unique groups of Siebel agents with an Avaya IC domain. You must administer the correct number of SiebelAICD servers using Avaya IC Manager. not all AICD library instances or SiebelAICD server instances will be loaded during startup.Chapter 16: Overview of deployment options Considerations for setting Maximum MT Servers Consider the following items: ● You can set the Maximum MT Servers differently for each Siebel Communication Session Manager. loading will occur only on an as needed basis. allows the AICD library to distinguish the configurations and create a new SiebelAICD server for each. Maximum MT Servers. ServerDomain. In each Siebel communications configuration. and more. If the value of Minimum MT Servers is less than the value of Maximum MT Servers. ● Related topic For more information and for the recommended settings for Minimum MT Servers. You can use the ConfigurationName parameter and the AICD parameter. The AICD parameter. Siebel allows you to also configure the number of Minimum MT Servers for the Communication Session Manager. ConfigurationName parameter The Siebel communications configuration associates the Siebel agents. AICD library. This can optimize the communication paths for the agents in the Siebel configuration. ConfigurationName. MinMTServers. specify a unique value for the ConfigurationName parameter.

The AICD parameter.Siebel configuration parameters and settings Example setting for ConfigurationName If you specify two Siebel communications configurations and give each a unique ConfigurationName value. If this parameter is not specified. see Selecting an integration between Avaya IC and Siebel on page 22. Siebel Communications Server host setting During the installation of your Siebel enterprise. Related topic For more information. Note: This example assumes you are running one Siebel Communications Server host and the Maximum MT Servers parameter is set to the default value of 1. ServerMode parameter The Siebel communications configuration associates the Siebel agents. Native Siebel integration: Set the ServerMode parameter value to Native. You must specify two Avaya IC SiebelAICD servers using Avaya IC Manager. All agents who belong to that Siebel driver configuration will be logged in native mode. some SiebelAICD servers will fail to initialize and some Siebel agents will have disabled Siebel tool bars. Note: Related topic For more information. Each host can load the AICD library. the AICD library creates two SiebelAICD servers. see AICD driver parameters on page 400. and so on. The two valid values for this parameter are Hybrid and Native. ServerMode. If you do not specify the correct number of Avaya IC servers. AICD library. the AICD defaults to a Hybrid Siebel configuration. AICD parameters. You must administer the correct number of SiebelAICD servers using Avaya IC Manager. and at least one SiebelAICD server is created for each Siebel Communications Server host. you can specify more than one Siebel Communications Server host. All agents who belong to that Siebel driver configuration will be logged in hybrid mode. Example setting the ServerMode parameter Hybrid Siebel integration: Set the ServerMode parameter value to Hybrid. tells the AICD library if it will be communicating with Avaya Agent for Hybrid Siebel or with the Agent Server for Integration with Siebel (ASIS) for Native Siebel. Avaya IC for Siebel Integration Guide May 2009 245 .

Note: Calculating the number of AICD servers This section describes the formula you can use to determine the number of AICDs that you need to administer. Note: This example assumes you are running one Siebel configuration and the Maximum MT Servers parameter is set to the default value of 1. you must specify two Avaya IC SiebelAICD servers using Avaya IC Manager. some SiebelAICD servers will fail to initialize and some Siebel agents will have disabled Siebel tool bars.Chapter 16: Overview of deployment options Example If you administered two Siebel Communications Server hosts. Example 2 on page 248 provides an example of two Siebel configurations with one Communication Server ● 246 Avaya IC for Siebel Integration Guide May 2009 . If you do not specify the correct number of Avaya IC servers. Variable A C n M Definition Number of AICDs that need to be administered using IC Manager for each Siebel enterprise Number of AICD configurations in Siebel for each Siebel enterprise Number of hosts that can run Siebel Communication Servers Value of Maximum MT Servers for each Siebel Communication Server List of configuration examples You can use the following examples to help you configure Siebel and Avaya IC to ensure compatibility: ● Example 1 on page 247 provides an example of one Siebel configuration with one Communication Server. A = C ( M1 + M2 + … + Mn ) A = C multiplied by (sum of the values of M for each n).

Example 4 on page 250 provides an example of two Siebel configurations with one Communication Server. Using Avaya IC Manager. Avaya IC for Siebel Integration Guide May 2009 247 . create only one Avaya IC server of type SiebelAICD. one Siebel Communication Server. To set up this type of configuration: 1. and the Maximum MT Servers parameter set to 2. 2.Example 1 ● Example 3 on page 249 provides an example of one Siebel configuration with one Communication Server. and the Maximum MT Servers parameter set to 2. Figure of example 1 The following figure shows a configuration that consists of one Siebel configuration with one Siebel Communication Server. it will determine the host IP address and use the only available SiebelAICD server that matches the IP address for its Siebel host. When the AICD loads. and the Maximum MT Server parameter set to 2. Example 6 on page 252 provides an example of two Siebel configurations with two Communication Server hosts and the Maximum MT Servers parameter set to 2. Example 5 on page 251 provides an example of a multihomed host with two Siebel configurations. ● ● ● Example 1 One Siebel configuration with one Siebel Communication Server The simplest type of configuration consists of one Siebel configuration with one Siebel Communication Server. Create one SiebelAICD server under the AICD library.

Use the driver configuration parameter. About setting up example 2 To set up this type of configuration: ● ● Administer two Siebel configurations. ● ● This technique optimizes the network communications between the SiebelAICD server and the other Avaya IC servers in the same Avaya IC domain. Agents in Siebel configuration C1 use Avaya IC domain. To use this parameter effectively. It is important that this parameter value matches the Avaya IC domain name exactly. ● 248 Avaya IC for Siebel Integration Guide May 2009 . This is useful when the Avaya IC servers are distributed across a Wide Area Network (WAN). the server will not start. User1.Chapter 16: Overview of deployment options Example 2 Two Siebel configurations with one Communication Server This example shows how to use two Siebel communications configurations. the Siebel configurations will be indistinguishable and only one SiebelAICD server will be created. Otherwise. ConfigurationName. User2. supply unique values for this configuration parameter. Consider the following items: ● Although not shown in Figure of example 2 on page 249. Agents in Siebel configuration C2 use Avaya IC domain. to distinguish the configurations to the AICD. Use the ServerDomain driver parameter to ensure that the driver creates a SiebelAICD server that is in the specified Avaya IC domain. each configuration contains a separate group of Siebel agents. Each configuration uses a different Avaya IC domain. Otherwise.

determines the number of Communications Session Managers that run on a host. Example 3 One Siebel configuration with one Communication Server and the Maximum MT Servers parameter set to 2 The Siebel Communication Session Manager configuration parameter. Maximum MT Servers. This example shows the effect of the parameter on the number of SiebelAICD servers. Avaya IC for Siebel Integration Guide May 2009 249 . Each manager can run a new copy of the AICD library.Example 3 Figure of example 2 The following figure shows two Siebel communications configurations with one Siebel Communication Server.

and the Maximum MT Servers parameter set to 2 This example combines the previous two examples and shows the effect on the number of SiebelAICD servers. an alternate server process is available for the Siebel agents when they re-login. If a server process were to fail. Example 4 Two Siebel configurations with one Communication Server. 250 Avaya IC for Siebel Integration Guide May 2009 . You can use this configuration to provide redundancy for the Siebel agents in each configuration.Chapter 16: Overview of deployment options Figure of example 3 The following figure shows one Siebel communications configuration with one Siebel Communication Server and the Maximum MT Servers parameter set to 2.

222. an alternate server process is available for the Siebel agents when they re-login. Siebel agents in communications configuration 1 use Avaya IC domain User1. the AICD library will not be able to use some of the SiebelAICD servers. one Siebel Communication Server. The multihomed host in this example has two IP addresses that are associated with the same host. and the Maximum MT Server parameter set to 2. Example 5 Multihomed host with two Siebel configurations.Example 5 Figure of example 4 The following figure shows two Siebel communications configurations with one Siebel Communication Server and the Maximum MT Servers parameter set to 2. and IP address 222.111.2. you can use this configuration to provide redundancy for the Siebel agents in each configuration.222. In this example. and IP address 111. Avaya IC Manager cannot determine whether or not the port is unique. Otherwise. If a server process fails. Avaya IC for Siebel Integration Guide May 2009 251 .111. Like the previous example. Make sure that the port you specified in IC Manager is unique for all SiebelAICD servers on the host.1. Agents in configuration 2 use User2.

Maximum MT Servers Note: This example assumes you have set the Maximum MT Server configuration parameter for the Siebel Communication Session Manager the same for each host. If a server process or server host fails. Notice how quickly the number of SiebelAICD servers grows when you: ● ● ● Combine multiple Siebel Communications configurations Combine multiple Siebel Communication Server hosts Use the Siebel Communication Session Manager configuration parameter. an alternate server process is available for the Siebel agents when they re-login. However. you can set this parameter differently for each host.Chapter 16: Overview of deployment options Figure for example 5 The following figure shows a multihomed host that consists of two Siebel communications configurations with one Siebel Communication Server and the Maximum MT Servers parameter set to 2. Example 6 Two Siebel configurations with two Siebel Communication Server hosts. and the Maximum MT Servers parameter set to 2 You can use this type of configuration to provide server redundancy and process redundancy for the Siebel agents in each system. Note: 252 Avaya IC for Siebel Integration Guide May 2009 .

Example 6 Figure for example 6 The following figure shows a two Siebel communications configuration with two Siebel Communication Servers and the Maximum MT Servers parameter set to 2. Avaya IC for Siebel Integration Guide May 2009 253 .

Chapter 16: Overview of deployment options 254 Avaya IC for Siebel Integration Guide May 2009 .

and information about log files.Webclient. For more information.Webclient.WorkingDirectory messages on page 255 Cannot logout with active calls on page 256 CheckForADUValues messages on page 256 Communication with Core Servers failed on page 257 CTI . All of the procedures in this section apply to both Hybrid and Native Siebel configurations unless otherwise noted. This section includes the following topics: ● ● ● Error messages on page 255 Log files on page 258 Troubleshooting on page 263 Error messages This section describes the common error messages you may see and includes the following topics: ● ● ● ● ● ● ● ● Agent.Desktop.WorkingDirectory messages If you have a Native Siebel configuration.WorkingDirectory messages. and troubleshooting This chapter describes troubleshooting procedures for common problems.Webclient.Desktop. error messages.Chapter 17: Errors.Desktop. Avaya IC for Siebel Integration Guide May 2009 255 .Server Failure on page 257 Request failed due to internal error on page 258 Siebel Communication Failure Notification on page 258 Agent. you may see Agent. see Media channels are not enabled on page 275.Not Logged In on page 257 CTI . logs.

agent10| agent10|||CheckForADUValues . |DEBUG|com.VespException Did not find privilege: null|[] |ERROR|com.services.AsisServiceConnection.services. Complete all active voice contacts.integrations.asis. CheckForADUValues messages You may see the following messages in the Avaya IC or Avaya ASIS logs. Please complete all Calls before logging out. Remedy 1.services.device: null|[] Remedy Contact your system administrator. 2.VespException Did not find voice.agent10| agent10|||CheckForADUValues .siebel. You can not logout with active Calls.siebel.avaya. select Softphone > Reset. These error messages are valid only when the MakeCall button is disabled.agent10| agent10|||CheckForADUValues .siebel.ic.asis. 256 Avaya IC for Siebel Integration Guide May 2009 .avaya.AsisServiceConnection.avaya.agent10| agent10|||CheckForADUValues .asis.siebel.AsisServiceConnection.ic.integrations.VespException Did not find voice.avaya.ic.asis. logs.connector: null|[] |ERROR|com.AsisServiceConnection.Blenderwatch .true|[] |WARN|com.integrations.integrations. Ignore these messages if your MakeCall button is enabled. and troubleshooting Cannot logout with active calls You may see the following error message.services.ic. For Native Siebel Select Reset Voice Channel from the Siebel menu. Do one of the following steps: For Hybrid Siebel From the Avaya Agent pop-up menu.Chapter 17: Errors.

Not Logged In Remedy Log out of Avaya IC and Siebel and log back in.Not Logged In You may see the following error message. Remedy 2 Log out of Siebel and log back in.Server Failure You may see the following error message. CTI . Remedy 1 1. Click Retry. Avaya IC for Siebel Integration Guide May 2009 257 . ! Important: Important: If you click Retry before completing voice work. Please complete any active calls then press Retry. Complete any active voice call work. CTI . CTI . contact your system administrator.Server Failure Remedy If your system displays this message in the Phone task list with no other instructions. Communication with one of the Core Servers Failed. 2. the Siebel Communications Toolbar will not function for voice call work.Error messages Communication with Core Servers failed You may see the following error message. CTI .

avaya. you can create log files and files for each agent on the server where the AICD resides. log out of Siebel and log back in. For the AICD. 3. or the ASIS servers. Try to reconnect to Siebel.util. you may see the following error message. Log files Errors. For the EAI and ASIS servers. the EAI.Chapter 17: Errors. warnings. |WARN |com. If the problem still exists. Click Retry. Siebel Communication Failure Notification Remedy 1.ConfigParams||||JNDI Naming Exception You can ignore this message as it does not affect ASIS functionality. logs. and trace messages are logged into log files at runtime. 258 Avaya IC for Siebel Integration Guide May 2009 . You can enable additional logging in order to get more information when troubleshooting the AICD. and troubleshooting JNDI Naming Exception message For Native Siebel configurations. 2. Remedy Contact your system administrator. Error: Request failed due to internal error. Request failed due to internal error You may see the following error message. Siebel Communication Failure Notification You may see the following error message. you can create only server log files.

log <AVAYA_IC72_HOME>/logs/EAI. Examples of log file names are included in the following table. Related topic For more information about setting log files through IC Manager. each AICD and EAI server logs into the Avaya IC system.log.log.log During startup.log <AVAYA_IC72_HOME>/logs/EAIWorkflow.log. the new log name will be xyz. Avaya IC for Siebel Integration Guide May 2009 259 . when that is suffixed with . Interface name SiebelAICD EAI EAIWorkflow Path and filename examples <AVAYA_IC72_HOME>/logs/SiebelAICD. finds its server name. Server log names Each AICD and EAI server logs into a file that has the same name as its interface suffixed with . All log files are logged into <AVAYA_IC72_HOME>logs.log. see IC Administration Volume 1: Servers & Domains. if your EAI server name is xyz. and begins logging into a file that has the same name as its server name suffixed with .Log files This section includes the following topics: ● ● ● ● Server log files for AICD and EAI servers on page 259 Agent log files for the AICD and EAI servers on page 260 Log files for ASIS on page 261 Siebel log files on page 263 Server log files for AICD and EAI servers You can create server log files for the AICD and for the EAI servers. For example.

log. Use this level sparingly as it slows down processes. Service logging level TraceLevelUsr1 TraceLevelUsr2 TraceLevelUsr3 TraceLevelUsr4 TraceLevelFlush Description Errors Warnings Information Debugging Causes every statement to flush.Chapter 17: Errors. Server logging level usr1 usr2 usr3 usr4 flush Description Errors Warnings Information Debugging Causes every statement to flush. Agent log names The name of the log file is a combination of the agent name and the name of the server the agent is logged into. For example. the log file for the agent will be xyz_abc. 260 Avaya IC for Siebel Integration Guide May 2009 . and troubleshooting AICD and EAI logging levels For the AICD and EAI servers. Log files are enabled on a per agent basis using Siebel driver parameters. Use this level sparingly as it slows down processes. set these Debug Trace Levels using the IC Manager Server Administration Dialogs. if the AICD server for the agent is xyz and the name of the agent is abc. Agent log files for the AICD and EAI servers The AICD and EAI servers create log files. Agent logging levels For the AICD. logs. use the service logging levels when you want to set up logging for each agent.

you may experience performance degradation with less than 50 agent log files. see the Siebel documentation.Set a default value for a Siebel driver parameter. see AICD driver parameters on page 400. Associate this special profile with the agents that will have log files. you must first set a trace level between 1 and 4 so that logging will occur in a separate file for that agent. If you used override values to set driver parameters. You can set driver parameters in one of two ways: .log Avaya IC for Siebel Integration Guide May 2009 261 . ● ● ● The setting for each agent overrides the common setting that was specified through IC Manager. . Log files for ASIS This section includes the following topics: ● ● ● ASIS log names on page 261 Logging levels for ASIS on page 262 Media channels are not enabled on page 275 ASIS log names The ASIS server logs are located in the logs folder under IC72\logs and include the following files: ● AvayaIC. For a description on how to configure the Siebel service parameters for agent log files. ● ● Related topics For more information. consider the following items when performing those procedures: ● If you want to use TraceLevelFlush. On some systems. Do not set up log files for 50 or more agents as this may affect the performance of your Siebel Communication Server.Log files Facts about setting up agent log files While the details of setting up driver-specific parameters and profiles are described in the Siebel documentation.Specify an override value for the parameter in each profile you create for the Siebel driver. create a special Siebel profile that sets these override values for the AICD Siebel logging parameters. see the following topics: ● ● For the AICD parameters used for logging.

<logger name="com. Change the logging level values in the log4j.asis" additivity="false"> <level value="debug" /> 3. 262 Avaya IC for Siebel Integration Guide May 2009 .log AvayaAsis. 2.avaya. Open the log4j.log AvayaVesp. <logger name="com.xml file.uom" additivity="false"> <level value="debug" /> c.ic.ic.Chapter 17: Errors.error . logs.log Logging levels for ASIS Consider the following facts about ASIS logging levels: ● ● ● You can set the ASIS logging levels from the log4j.avaya.xml file is located under the IC72\etc folder.avaya" additivity="false"> <level value="debug" /> b. <logger name="com. The log4j.debug . <logger name="com.trace .info .warn (default) .integrations.xml file: .xml file. Example: a. Save your changes and exit the log4j. You can set the following logging levels from the log4j.xml file.ic.vesp" additivity="false"> <level value="debug" /> d.xml file in a text editor such as Notepad. and troubleshooting ● ● ● AvayaUOM.avaya.fatal Changing ASIS logging levels To change the ASIS logging levels: 1.siebel.

You can use this information to see what commands and events have passed between the AICD and Siebel.com/supportweb.siebel. Siebel describes how to enable logging on their support Web site at http://ebusiness. Increase the level of logging for the Siebel Communications Server to get more detailed information in the Siebel log files. Remedy 1 You can start ASIS from the cmd prompt in case you cannot start from IC Manager. use the following remedies if ASIS fails to start.Troubleshooting Siebel log files Siebel also provides log files to help you track down a problem. Troubleshooting This section includes the following topics: ● ● ● ● ● ● ● ● ● ● ● ● ● ASIS fails to start on page 263 Avaya Agent taskbar fails on page 264 All buttons on the Siebel toolbar are disabled on page 265 Diagnosing and clearing AICD loading problems on page 266 EAI server errors on page 273 EAI server is unable to read a file attachment on page 274 EDU information is lost on page 274 Media channels are not enabled on page 275 Replacing English with Thai text in toolbar on page 275 Siebel GUI is unresponsive on page 277 Siebel toolbar is not visible on page 277 Softphone stops responding on page 278 Some of the Avaya IC services do not start on page 278 ASIS fails to start For Native Siebel configurations. Avaya IC for Siebel Integration Guide May 2009 263 .

Start jloader using the following command: jloader <asis uuid> To get the ASIS UUID. Go to Windows Task Manager > Processes and see if the jloader. go to IC Manager and double-click on ASIS server > Advance Tab > Server Status. the agent has to start another Avaya Agent session and Siebel session. 2. Go to the directory where the jloader is located. Make sure that there is no instance of jloader running by performing the following steps: a. One of the following events occurs if the Avaya Agent taskbar software fails: ● The Siebel login window takes up the entire screen and the Avaya Agent taskbar does not appear. Avaya Agent taskbar fails This section applies only to Hybrid Siebel configurations. The new Siebel session overrides the old Siebel session. ● Agents can continue to work using only the Siebel window. Minimize the browser window.Chapter 17: Errors. Avaya IC stops processing new or existing work for an agent. Remedy 1 1. see Adding ASIS to IC Manager on page 160. b. If this executable is running. and look for a message box that might contain one of the following messages: ● ● ● Invalid state Link is Down Your configuration has changed 264 Avaya IC for Siebel Integration Guide May 2009 . UNIX environments (Solaris or AIX) /opt/Avaya/IC72/bin Remedy 2 In order to properly start ASIS from IC Manager. To re-synchronize Avaya IC with Siebel. Windows environments AVAYA_IC72_HOME\bin 3.path using the ASIS server configuration tab. For more information. and troubleshooting 1.class. but Avaya IC does not track the work. logs. end the process. you must add the java.exe is running.

and that you have no active calls. Click the retry button to try the login again. Remedy 3 1. Close the internet browser window. Log out of the telephone if you are using Softphone. 3. Use the ping command to determine connectivity to Avaya IC servers. Use the Siebel Server Administration screens to shutdown. log in to Avaya Agent and the Siebel thin client. Remedy 2 The AICD may not be able to communicate with the Avaya IC servers because the vesp. This propagates all server additions. Verify that your telephone is not off the hook. 3. This will load the AICD with the newest vesp. Update the copy of the <AVAYA_IC72_HOME>/etc/vesp. Remedy 1 Have the agent log out of Siebel and log back in. Log in to Avaya Agent and Siebel. All buttons on the Siebel toolbar are disabled The Siebel toolbar becomes inactive when Siebel cannot successfully load the Adaptive Interaction Center Driver (AICD) or the AICD instance fails. Agents can continue to use the Siebel windows to complete data entry. 2. 1. Any requests that display a Siebel window or process a Siebel toolbar command stop functioning. and changes to the Avaya IC ORB servers. Log the agent into Siebel. deletions. Restart the AICD. Avaya IC for Siebel Integration Guide May 2009 265 . Use Avaya IC Manager to force the update of all ORB servers by selecting Manager > Update All. It is not necessary to select your login information again. then start the Siebel Communications Server that is running the AICD.Troubleshooting 2. All agents who were obtaining toolbar support through the failed AICD will be unable to use the Siebel toolbar.imp file on each Siebel Communications Server that runs the AICD.imp file. Remedy 2 1. 2. 2.imp file on the Siebel server contains old Avaya IC server or old Avaya IC domain information. but this work is not tracked by Avaya IC. When connectivity to the other servers is established. 4.

However. Remedy 5 (Hybrid Siebel only) You may have logged into Siebel and Avaya IC with different agent login IDs. 2. Siebel loads the AICD when the first Siebel agent logs into Siebel. Siebel provides information on how to enable Communications Server Logging on their support Web site. Check the Avaya Agent login ID using the Avaya Agent taskbar feature. Related topic For more information about agent login IDs. This procedure provides an ordered approach to troubleshoot AICD loading problems. With logging enabled. 3. logs. and carefully monitor the Siebel Message Area for messages. Relaunch the Siebel thin client. Normally. and OS platform configuration issues that prevent the AICD from being loaded. Although the character case of the Siebel login ID may be different. Diagnosing and clearing AICD loading problems There are configuration dependencies that must be fulfilled before Siebel can load the AICD. The login IDs must be identical. there may be AICD. About Avaya Agent. and troubleshooting Remedy 3 1. The Siebel Message Area is located above the Siebel toolbar.Chapter 17: Errors. see Avaya IC for Siebel User Guide. so watch carefully. Once these configuration problems are settled. Remedy 4 Enable Siebel Communications Server logging. 2. Log the agent out of Siebel. the AICD will operate smoothly. the character case of the Avaya Agent login ID must all be in lowercase. This section includes the following topics: 266 Avaya IC for Siebel Integration Guide May 2009 . Log the agent into Siebel using a correct agent login id. If you see the following message: Unable to load aicd with Media Type String = Avaya Follow the procedures in Diagnosing and clearing AICD loading problems on page 266. you can use the Siebel log files to pinpoint where a problem may have occurred and determine how to fix the problem. 1. You may have to account for Agent Login ID case differences for Siebel. Siebel. Make sure that the Avaya Agent login ID does not have any uppercase characters. 4. Messages sometimes appear for only 5 seconds.

export LD_LIBRARY_PATH ● For AIX: AVAYA_IC72_HOME=/opt/Avaya/IC72 . has the correct settings. Check that the Siebel environment file.sh file in the <SIEBEL_HOME>\siebsrvr directory.so files in your <AVAYA_IC72_HOME>/lib directory on the Siebel Server. export LIBPATH Note: Note: These settings must be adapted for your Siebel Server environment. ! Important: Important: Make sure that there are no extra spaces nor other extra characters in the path including immediately before or after the . depending on how you customized your Siebel installation. These files should have been placed on the Siebel Server when you installed the Avaya IC components. Look for the libmttlogger. These Avaya IC executable files must be present on the Siebel Server in order for the AICD to load properly. Look for the siebenv. but it could also be located in a different directory.Troubleshooting ● ● For Solaris or AIX platforms on page 267 For Windows platforms on page 270 For Solaris or AIX platforms To troubleshoot and fix configuration issues on a Solaris or AIX platform: 1. 2. Make sure that siebenv. Avaya IC for Siebel Integration Guide May 2009 267 .sh has the following statements: ● For Solaris: AVAYA_IC72_HOME=/opt/Avaya/IC72 . separator. siebenv. export AVAYA_IC72_HOME LIBPATH=${AVAYA_IC72_HOME}/lib:${LIBPATH} .so and libmttoolkit.sh. export AVAYA_IC72_HOME LD_LIBRARY_PATH=${AVAYA_IC72_HOME}/lib:${LD_LIBRARY_PATH} .

Make sure that the AICD library file. For more information. However. libaicd. Make sure the AICD server was correctly configured using IC Manager. and troubleshooting 3. Check the following items under the Avaya IC Manager Server tab. you can do one of the following tasks to force the update: ● Use Update All on IC Manager. See Step 7. Make sure that the port number does not conflict with an existing TCP/IP port on the Siebel Server. The preferred Avaya IC domain is one of the Avaya IC Agent domains or the default domain. this file is located under ${AVAYA_IC72_HOME}/etc. Solaris set | grep AVAYA_IC72_HOME set | grep LD_LIBRARY_PATH AIX set | grep AVAYA_IC72_HOME set | grep LIBPATH It is often worth checking your environment because of conditional statements in your Siebel environment file.so 5. ● Use the following command to verify that the file has UNIX file execute permissions: ls -l libaicd. On UNIX.imp file on your Siebel Server is current. Field AICD Server Type Host Port Directory and Executable Domain Value SiebelAICD Make sure that this is the IP address of the Siebel Server that runs the AICD.so.Chapter 17: Errors.so ● If you need to add the file execute permissions. you must select a valid directory name to satisfy IC Manager. logs. 4. is in the Siebel bin directory. 268 Avaya IC for Siebel Integration Guide May 2009 . use the following command: chmod +x libaicd. If the IC ORB Server is installed and running on your Siebel Server. These settings do not matter because the AICD is loaded by Siebel and not by the Avaya IC ORB Server. see Avaya IC domain deployment guidelines on page 46. 6. Make sure that the vesp. Check your current environment with the following statements on the UNIX command line before starting Siebel.

Avaya IC for Siebel Integration Guide May 2009 269 . 10. If the Avaya IC is not running. 12. IC Manager will not allow you to directly change the Port setting. Use Update All on IC Manager. Make sure the TCP/IP port for the AICD on the Siebel Server does not conflict with another application on the Siebel Server. If your Siebel Server contains more than one network board. <AVAYA_IC72_HOME>/logs. there is likely to be a port conflict. Look for the following log file: <AVAYA_IC72_HOME>/logs/SiebelAICD. your Siebel Server contains more than one network board and you must define the AICD parameter. If you see this message. you have a port conflict. ServerUUID. first delete the old IC Manager AICD Server and create a new server of type SiebelAICD. see Creating a Siebel AICD server on page 141.imp file from your Avaya IC server to your Siebel Server. For more information. you must provide additional AICD configuration information.Troubleshooting ● Copy the vesp. 8. If you see the following message in the AICD log file. 7. If you have a TCP/IP port conflict.log 11. ServerUUID = and ORBServerUUID = and ORBServer UUID= Check the vesp. and the Siebel agent is assigned to a teleset: a. Look for the following message in the log file: Cannot login() to eContact. b. The AICD and Avaya Agent depend on a running Avaya IC system. If you want to change the AICD Server port assignment. Login to Siebel as SADMIN and navigate to the Siebel Communications Administration screen. Make the same IC Manager changes on all servers. Do the following steps to make sure that the Siebel agent login name is associated with the AICD. 9. Do the following steps: a. the AICD will not start.log file under directory.is this server already running? ● View the ports in use on your Siebel Server by using the following command: netstat -a If the netstat results show that the TCP/IP port number assigned to the AICD using Avaya IC Manager is in use. use Avaya IC Manager to change the TCP/IP port. Check the status of the Avaya IC servers using Avaya IC Manager. Do one of the following tasks to detect a port conflict: ● Go to the Siebel Server and look at the SiebelAICD.imp file on this server and the Siebel Driver Configuration. Cannot get port XXXX . For more information. see AICD driver parameters on page 400.

2. Under All Configurations. to separate the entries. IMPORTANT: Make sure that there are no extra spaces nor other extra characters in the path including immediately before or after the . c. b. These Avaya IC executable files must be present on the Siebel Server in order for the AICD to load properly. c. check that the Siebel login name for the agent is associated with the AICD configuration. All AICD agents may be assigned to the same teleset extension . The AICD does not use this the teleset information. Select the Advanced tab. d. Examine the AICD log file for any further errors and warnings. Navigate to Start > Settings > Control Panel > System. Click Environment Variables. These files should have been placed on the Siebel Server when you installed the Avaya IC components. but Siebel will check for a teleset. and select the Agents tab.dll and mttoolkit. d. System variable name AVAYA_IC72_HOME System variable value Make sure that this value is the Windows directory path to where Avaya IC was installed. logs.Chapter 17: Errors. Path 270 Avaya IC for Siebel Integration Guide May 2009 . The agent name should be listed here. and troubleshooting b. For Windows platforms To troubleshoot and fix configuration issues on a Windows platform: 1. You need only one teleset extension for all Avaya IC agents. Select the AICD configuration.extension type S.dll files in your <AVAYA_IC72_HOME>\bin directory on the Siebel Server. Navigate to All Telesets and check that the agent is assigned a teleset. Check your Windows system environment settings by doing the following steps: a. Make sure the following system variables are set correctly. Make sure that the path contains an entry similar to this: %AVAYA_IC72_HOME%\bin Use . For more information about log files. Look for the mttlogger. 13. separator. Example: c:\AvayaIC72. Your AICD should now be able to start and be able to log any remaining problems in the AICD log files. see Log files on page 258.

Troubleshooting

!
CAUTION:

CAUTION: Restarted a server is service affecting. Follow your company procedures for restarting a server.

e. If you changed any system variable settings, restart your server in order for the new settings to take effect for all processes on your Siebel Server. f. Open a command prompt window to check your current environment. g. Open a Windows command prompt, enter the following statements and examine the output to ensure that your environment is correctly set: set AVAYA_IC72_HOME set PATH It is often worth checking the above statements in case you have accidently altered your current environment. 3. Make sure that the AICD executable file, aicd.dll, is in the Siebel bin directory. This file should have been installed on your Siebel Server when you installed the Avaya IC for Siebel integration. 4. Make sure the AICD server was correctly configured using IC Manager. Check the following items under the Avaya IC Manager Server tab. Field AICD Server Type Host Port Directory and Executable Domain Value SiebelAICD Make sure that this is the IP address of the Siebel Server that runs the AICD. Make sure that the port number does not conflict with an existing TCP/IP port on the Siebel Server. See Step 7. These settings do not matter because the AICD is loaded by Siebel and not by the Avaya IC ORB Server. However, you must select a valid directory name to satisfy IC Manager. The preferred Avaya IC domain is one of the Avaya IC Agent domains or the default domain. For more information, see Avaya IC domain deployment guidelines on page 46.

5. Make sure that the vesp.imp file on your Siebel Server is current. On Windows, this file is located under ${AVAYA_IC72_HOME}\etc. If the IC ORB Server is installed and running on your Siebel Server, you can do one of the following tasks to force the update:

Use Update All on IC Manager.

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Copy the vesp.imp file from your Avaya IC server to your Siebel Server.

6. Make sure the TCP/IP port for the AICD on the Siebel Server does not conflict with another application on the Siebel Server. Do one of the following tasks to detect a port conflict:

Go to the Siebel Server and look at the SiebelAICD.log file under directory, <AVAYA_IC72_HOME>\log. If you see the following message in the AICD log file, you have a port conflict.
Cannot get port XXXX - is this server already running?

View the ports in use on your Siebel Server by using the following command: netstat -a If the netstat results show that the TCP/IP port number assigned to the AICD using Avaya IC Manager is in use, there is likely to be a port conflict.

7. If you have a TCP/IP port conflict, use Avaya IC Manager to change the TCP/IP port. IC Manager will not allow you to directly change the Port setting. If you want to change the AICD Server port assignment, first delete the old IC Manager AICD Server and create a new server of type SiebelAICD. Make the same IC Manager changes on all servers. Use Update All on IC Manager. For more information, see Creating a Siebel AICD server on page 141. 8. Check the status of the Avaya IC servers using Avaya IC Manager. The AICD and Avaya Agent depend on a running Avaya IC system. If Avaya IC is not running, the AICD will not start. 9. Check if the AICD can log in to Avaya IC by doing the following steps: a. Look for the following log file: <AVAYA_IC72_HOME>\logs\SiebelAICD.log b. Look for the following message in the log file:
Cannot login() to eContact. ServerUUID = and ORBServerUUID = and ORBServer UUID= Check the vesp.imp file on this server and the Siebel Driver Configuration.

c. If you see this message, your Siebel Server contains more than one network board and you must define the AICD parameter, ServerUUID. For more information, see AICD driver parameters on page 400. 10. Check the Siebel configuration for the AICD by doing the following steps: a. Login to Siebel as SADMIN and navigate to the Siebel Communications Administration screen.

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b. Under All Configurations, check that the Siebel login name for the agent is associated with the AICD configuration. 11. Select the AICD configuration, and select the Agents tab. The agent name should be listed here. 12. Navigate to All Telesets and check that the agent is assigned a teleset. The AICD does not use this the teleset information, but Siebel will check for a teleset. You need only one teleset extension for all Avaya IC agents. All AICD agents may be assigned to the same teleset extension - extension type S. 13. Your AICD should now be able to start and be able to log any remaining problems in the AICD log files. Examine the AICD log file for any further errors and warnings. For more information about log files, see Log files on page 258.

EAI server errors
The Enterprise Application Integration (EAI) server provides different tools that can be used for troubleshooting. The EAI server can:

Create alarms for fatal errors with Siebel connectivity or errors returned from Siebel using the Alarm server. Any error information provided by Siebel is stored in the Siebel server log file, not the Alarm server. Support a server log file for improved diagnostics.

How the EAI server indicates errors
The EAI server indicates errors using the following different methods:

Generates alarms to the alarm server based on the current condition. These are usually saved for severe errors such as connectivity problems or fatal server errors. Returns a code at the completion of each task. This code allows the calling workflow to determine if there was an error and what that error was. If available, the EAI server returns a text string that provides a detailed description of the problem. Maintains a complete and comprehensive log of all work within itself. This log is named after the alias name of the server itself. This logging functionality follows all of the standard conventions for interaction servers.

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EAI server is unable to read a file attachment
When adding a file attachment, you can run into permission problems if the workflow is trying to attach a file that exists on a different machine, and the filename is passed to the EAI server as a Universal Naming Convention (UNC) filename. If the EAI server is unable to read the file, the Put Data block will return an error code of 2, and an alarm is raised stating that the EAI server was unable to read the file. This is likely caused by permission issues between the remote machine and the user account that started the EAI server. By default, when the ORB Server starts the EAI server, the EAI server inherits the user account and permissions from the ORB server.

Remedy
1. Start the Avaya IC ORB service using a Windows domain account that has permission to view the remote directory. 2. If this is not possible, map the remote directory to a driver letter on the local machine. Use the fully-qualified domain name of the remote machine. Example: machine.usae.avaya.com/share/filename and not machine/share/filename or ipaddress/ share/filename. In order to avoid this situation, always locate file attachments on the same machine as the EAI server.

EDU information is lost
Avaya IC telephony supports the tracking of calls when calls are transferred between Avaya IC agents. If a call is transferred from an Avaya IC agent to a non-Avaya IC agent telephone, Avaya IC ceases to track the call and retires the EDU. If this call is later transferred to an Avaya IC agent, the call looks like a new call and a new EDU is created. Note: The original EDU information that provided the Siebel screen pop to the first Avaya IC agent is retired and not available when the call is transferred from the non-Avaya IC agent telephone.

Note:

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Media channels are not enabled
For Native Siebel integrations, if the media channels are not enabled, look in the Avaya IC log file for any of the following error messages:
|ERROR|com.avaya.ic.uom.core.persistence.FileHandler|agent10|||initPath(): Specified Agent.Desktop.Webclient.WorkingDirectory ICManager [<change-me>] is inaccessible or is not writable, path that will be used: [../working_dir] |ERROR|com.avaya.ic.uom.core.persistence.FileHandler|agent10|||Please check property Agent.Desktop.Webclient.WorkingDirectory. Shared root file: C:\Avaya\IC72\etc\ <change-me> is not accessible. |ERROR|alarm.logging.aspect|Agent.Desktop.WebClient.WorkingDirectory setting [C:\ Avaya\IC72\etc\<change-me>] for agent10 is not accessible/writable. Chat/Email channels will be disabled. Defaulting to [../working_dir] for Data storage

Remedy
From IC Manager, go to Tools > Groups and set the Agent/Desktop/WebClient WorkingDirectory property to where your Avaya IC has been installed. Windows environments Example: C:\Avaya\IC72\working_dir UNIX environments (Solaris or AIX) Example: /opt/Avaya/IC72/working_dir

Make sure that the working_dir folder has write permission.

Replacing English with Thai text in toolbar
If your system is translated into Thai, you may get a mixture of English and Thai in the toolbar. This happens because Siebel does not currently support a language pack for Thai. If you want Thai language support for the toolbar, install Siebel in English, or another Siebel-supported language, and configure Avaya IC for Thai. You must now modify the toolbar so that the agent sees only Thai text in the tool tips. Note: Thai is supported only for Windows and Solaris operating systems.

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Modifying tool tip text for disabled buttons
!
Important:

Important: Test all changes to the Siebel object repository in a non production environment before deploying them in your production environment. Create a backup copy of the Siebel server object repository before making any changes using Siebel Tools. For more information, see Working with Siebel Tools on page 122.

To modify the tool tip text for disabled buttons: 1. Log in to Siebel Tools. 2. In the Object Explorer navigation pane, select Toolbar. The Object Explorer navigation pane is located in the upper-left corner of the window. If you do not see the Toolbar object, enable it in View > Options > Object Explorer. 3. Navigate to Toolbar > Communication > Toolbar Item. 4. Modify the tool tip text by selecting one of the following toolbar items:
● ● ● ● ● ● ● ●

Accepting Work Release Work Retrieve Work Hold Work Resume Work Forward Work SignOff InQueue Time

5. In the command associated with that toolbar item, navigate to the Tooltip Text property and modify the text. Note: For InQueue Time, change the Dynamic Tooltip value to FALSE. 6. Stop the Siebel Server. 7. Compile the SRF. 8. Start the Siebel Server.

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Troubleshooting

Modifying tool tip text for enabled buttons
The tool tip specified in Siebel Tools is only visible for disabled buttons. The tool tip text for the enabled messages are derived either from the command parameter descriptions in the Siebel definition file, or from defaults provided by the AICD. The latter are changeable by editing the applicable AICDStrings.txt file that was installed with the AICD. To modify the tool tip text for enabled buttons: 1. Decide where do you want to locate your tool tip text.
● ●

In the command descriptions of the Siebel definition file In the defaults provided by the AICD

2. Open the file and modify the text in one of the following files:
● ●

AICD definition file. Modify the command descriptions. AICDStrings.txt file. Modify the out-of-the-box file that was installed with the AICD.

3. Import the new AICD definition file or restart one of the following files:
● ●

AICD definition file. Re-import the AICD definition file into Siebel. AICDStrings.txt file. Shutdown and restart the Siebel Comm. Session Manager in order to reload the AICD and have it reread the AICDStrings.txt file.

Siebel GUI is unresponsive
Sometimes the Siebel GUI is unresponsive after the agent selects the Reply, Reply All, or Forward buttons. When these buttons are selected, Siebel invokes the eMail Response Response Workflow. Siebel becomes unresponsive at the Expand Template step. When this happens, you need to restart the Siebel GUI. Contact Siebel support if you need help troubleshooting this workflow.

Siebel toolbar is not visible
If your Hybrid Siebel or Native Siebel toolbar is not visible, use the following remedy.

Remedy
1. In the Siebel Application window, go to Navigate > Communications > Reset Active Session Count. Note: You can also press Ctrl+F8 2. Have the agent log out of Siebel and log back in.

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Softphone stops responding
Softphone may not be able to perform a telephone operation or it may appear to be locked up for a certain length of time. If you use both your physical telephone and Softphone, the problem may be that your Softphone and your physical telephone are set differently.

Remedy 1 (for both Hybrid and Native Siebel)
Ask your administrator to confirm that the preset state settings for your physical telephone and Softphone are identical.

Remedy 2 (for Hybrid Siebel)
Synchronize the connection between Softphone and your physical telephone. 1. If you are in a voice contact, complete your voice contact with the physical telephone. 2. Set your agent state to Unavailable. Note: The Softphone - Reset option clears all current activity from the Softphone and terminates all calls. You must complete Steps 1 and 2 before using Softphone Reset. 3. Right-click in an empty part of the Avaya Agent. 4. In the pop-up menu, click Softphone - Reset. 5. Click OK. 6. If this does not resolve the problem, contact your administrator.

Note:

Remedy 2 (for Native Siebel)
Synchronize the connection between Softphone and your physical telephone. 1. If you are in a voice contact, complete your voice contact with the physical telephone. 2. Set your agent state to Unavailable. 3. From the Siebel menu, invoke the Reset Voice Channel command. If this command is not in the Siebel menu, you should configure Siebel appropriately using the out-of-the-box AICD.def file. 4. If this does not resolve the problem, contact your administrator.

Some of the Avaya IC services do not start
You cannot start or stop the AICD using Interaction Center (IC) Manager. These components are started and stopped only by Siebel. Siebel starts the AICD on the first agent login. Siebel stops the AICD when the Siebel Communications Session Manager is shutdown.

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Under the configuration tab.sysuser. if the ASIS server fails to start. verify that the avaya.url parameter is set to: http://127.ic.Troubleshooting Native Siebel remedy For Native Siebel.pwd property. 2. Under the ASIS tab.webclient. verify the following steps: 1.ic.0.0. verify the password for the avaya.1 Avaya IC for Siebel Integration Guide May 2009 279 .

logs. and troubleshooting 280 Avaya IC for Siebel Integration Guide May 2009 .Chapter 17: Errors.

You may also need to modify the AICD. You must also either build a custom Siebel reason code applet or use a predefined applet. customize the AICD.def in order to associate the correct buttons and menus with your Siebel reason code applet. the AICD. Out-of-the-box. the Siebel NotReadyWithPopup menu brings up the Siebel Transfer Multiple LOV Popup Applet and passes the selected Reason value to Avaya IC using the sReasonCode parameter in the ChangeAuxReasonCode command.for example. You must customize the code in the appropriate integration hook handler to translate the sReasonCode parameter to a true sReasonCode and sReasonDigit per the description on Siebel_AICD_AgentUnavailable on page 71. Avaya IC for Siebel Integration Guide May 2009 281 .def file.def file does not pass a Reason parameter on the AgentUnavailable command.Appendix A: Customizing Native Siebel ! Important: Important: Use this chapter only if you have a Native Siebel configuration. such as the Transfer Multiple LOV Popup Applet. An AUX reason code can be passed from Siebel to Avaya IC using the Reason parameter to the AICD’s AgentUnavailable or ChangeAuxReasonCode driver commands. Admin/Agent. However. Native Siebel agent properties The following tables list the Native Siebel integration properties. This section describes the integration components you can customize for Native Siebel and includes the following topics: ● ● Customizing Siebel AUX reason codes on page 281 Native Siebel agent properties on page 281 Customizing Siebel AUX reason codes If you want to prompt for AUX reason codes in Siebel using an applet and pass them to Avaya IC. The properties are organized by property paths .

Customers.Appendix A: Customizing Native Siebel Related topic For more detailed conceptual information. see IC Administration Volume 2: Agents. & Queues. This section includes the following topics: ● ● ● ● ● ● ● ● ● ● ● ● Admin/Agent on page 283 Admin/Agent/Email on page 283 Admin/Agent/Voice on page 284 Admin/General on page 284 Admin/Server on page 285 Agent/Desktop on page 285 Agent/Desktop/Voice on page 287 Agent/Desktop/Email on page 287 Agent/Desktop/ScreenPop on page 288 Agent/Desktop/Webclient/ServiceConnections on page 288 Agent/Security on page 288 System/Configuration on page 289 282 Avaya IC for Siebel Integration Guide May 2009 .

Avaya IC for Siebel Integration Guide May 2009 283 . Property name EnableDisplayNameField Description Enables the Display Name field in the Agent Editor. Along with EnableDisplayNameField. agent. EnableMonitor EnablePrefixSuffixVisible ForeignTextEntry TaskCeilingDefault TaskLoadDefault Admin/Agent/Email The following table describes the properties used for the agent e-mail channel. If you enable this property. This value is used to restrict the total number of contacts that an agent can receive. Lets agents enter foreign text into certain server. Enables the extended name fields prefix. You can use his field in a localized environment when IC Manager cannot reliably build the full name of an agent from the standard name fields. Property name ChannelEnabled Description Defines if a newly-created agent should have access to the e-mail channel. Sets the default agent level task ceiling for a newly-created agent. Enables IC Manager to monitor agent state changes. and salutation in the Agent Editor. this property is used for localized environments if IC Manager cannot build this information from other fields in the system. suffix. Sets the default agent level task load for a newly-created agent. This value is used to restrict the task load value for an agent. and DS Table configuration fields. you may need to change the default IC Script.Native Siebel agent properties Admin/Agent The following table describes properties that are used for agent-related administrative properties.

This value is used to restrict the task load value for an agent. This value is used to restrict the total number of contacts that an agent can receive. Always set this property to No. Enables or disables e-mail channel support. 284 Avaya IC for Siebel Integration Guide May 2009 . Property name CcqEnabled ChatChannelEnabled EmailChannelEnabled VoiceChannelEnabled Description Enables or disables support for the CCQ database. Sets the default agent level task ceiling for a newly-created agent. Sets the default agent level task load for a newly-created agent. Enables or disables voice channel support. Always set this property to No. Description Defines if a newly-created agent should have access to the voice channel.Appendix A: Customizing Native Siebel Property name TaskCeilingDefault Description Sets the default agent level task ceiling for a newly-created agent. Sets the default agent level task load for a newly-created agent. Property name ChannelEnabled TaskCeilingDefault TaskLoadDefault Admin/General The following table describes the properties used by the administration tool for configuration data. Enables or disables chat channel support. TaskLoadDefault Admin/Agent/Voice The following table describes the properties used for the agent voice channel. This value is used to restrict the task load value for an agent. This value is used to restrict the total number of contacts that an agent can receive.

AutoAvailableForInbound AuxGroup AuxLoginReasonCode AuxNotAvailableReasonCode AuxReasonCodesEnabled AuxReasonRequired AuxRonaReasonCode AuxWorkOnLogin Avaya IC for Siebel Integration Guide May 2009 285 . Tells an agent that a reason is required when the agent goes into AuxWork mode. Assigns the code when the agent is automatically put into Aux mode when not available.Native Siebel agent properties Admin/Server The following table describes properties used for server administration. Sets the agent status so that the agent is always available for inbound work items. Sets the name of the AuxGroup used for returning the Auxiliary and Logout Reason codes for an agent. Assigns the code when the agent is automatically put into Aux mode when logging in. Property name EnableDebuggingDefault EnableVoiceServerNotification Description Enables or disables debug level logging for any server instantiated. Always set this property to Allow. This property is used with AuxGroupTenant for locating the set of codes to load from the IC system. Property name AllowVoiceTrailing Description Enables or disables Voice Trailing. Determines if reason codes are accepted during a call when the agent is unavailable. Voice Trailing gives an agent the ability to work on non-voice contacts and voice contacts at the same time. Puts the agent in AuxWork mode when the agent logs in so that the agent does not receive any work items. Agent/Desktop The following table describes the properties that affect the behavior and appearance of the agent interface. Automatically assigns a code when the agent is put into Aux mode due to Redirection on No Answer (RONA). Enables or disables voice server notification.

Specifies the AuxGroup that contains the AuxLoginReasonCode and the AuxNotAvailableReasonCode. Allows the agent to receive and initiate multimedia contacts. Automatic mode sets the maximum number of allowable tasks per channel set by the system. ChannelThrottleTime CheckAuxWorkOnLogout IntegratedApplication LogoutReasonCodesEnabled LogoutReasonRequired MaxLoginRetryCount MultimediaEnabled ReportServerName ScreenPopEnabled SystemAuxGroup SystemAuxGroupTenant VirtualQueueTransferFlowName WrapUpEnabled WrapUpType 286 Avaya IC for Siebel Integration Guide May 2009 . Always set this property to No. and any change an agent makes to his availability affects all channels. Verifies that the agent is in AuxWork mode before logging out. Sets the time between making channels available when an agent comes out of AuxWork mode. Turns screen pops on and off for an agent. the agent sees a warning dialog that describes potential problems when exiting without being in AuxWork. Use caution when customizing this flow. Determines which third-party application is integrated with Avaya IC. If wrap-up is enabled. If you have a business need to make agent requests go to a specific Report server. Ensures that the regular failover definition for an agent is used when an Avaya IC component needs to communicate with the Report server. then enter the name of a specific Report server. Always set this property to Siebel. If the agent is not in AuxWork. Specifies the tenant containing the SystemAuxGroup. Specifies the flow that is used by the system when an agent initiates a collaboration with a Virtual Queue. Always set this property to Auto. Always set this property to Siebel. Determines if reason codes are accepted when the agent is logging out. determines the type of wrap-up. Turns wrap-up on and off. Tells the agent that a reason is required when the agent logs out of Avaya IC. Determines the number of times the agent can try logging in to an Avaya IC component.Appendix A: Customizing Native Siebel Property name BlendingMode Description Determines what type of blending is enabled at the agent desktop.

Property name AutoAcceptACD Description Allows the system to automatically accept Automatic Call Distribution (ACD) calls upon arrival. Allows agents to logout even if they have e-mails waiting in their e-mail queue. Always set this property to Yes. Specifies the time in seconds before the system redirects work. Allows the system to send numbers as Dual Tone Multi-Frequency (DTMF) tones. Allows the system to automatically accept direct calls upon arrival. Always set this property to Yes. Always set this property to Yes. Allows the agent to transfer call. Avaya IC for Siebel Integration Guide May 2009 287 . Always set this property to No. Allows the agent to conference a call. Property name AllowDecline AllowLogoutWithEmail RONATimeout Description Allows an agent to decline work when it arrives. When a call is disconnected. AutoAcceptDirect AutoIn ConferenceEnabled DTMFEnabled RONATimeout TransferEnabled Agent/Desktop/Email The following table describes the properties that affect the behavior of e-mail in the agent interface. Always set this property to Yes. Specifies the time in seconds before the system redirects work. the agent is immediately available for the next call.Native Siebel agent properties Agent/Desktop/Voice The following table describes the properties that affect the behavior of telephone calls in the agent interface. Enables AutoIn behavior for the voice channel. This property is supported in the User Object Model (UOM). This property is supported in the User Object Model (UOM).

You must allow unlimited logins and passwords that do not expire.integrations. Property name ServiceConnection_1 Description Sets the Avaya IC configuration required by ASIS before agents can log in. open the group manager window and add the property. To set this value. Agent/Security The following table describes the properties that contain agent password and security settings. Allows the system to automatically accept direct calls upon arrival. Always set this value to com. Property name AutoAcceptACD AutoAcceptDirect Description Allows the system to automatically accept Automatic Call Distribution (ACD) calls upon arrival.Appendix A: Customizing Native Siebel Agent/Desktop/ScreenPop The following table describes the properties that affect how screen pops are handled by the agent interface. Agent/Desktop/Webclient/ServiceConnections The following table describes the properties for defining the behavior of the Avaya Agent Web Client connection to the application servers. Property name PopOnAllArrivingContacts PopOnContactActivation PopOnFirstArrivingContact Description Allows a screen pop for all incoming contacts.avaya. Always make sure that the parameters in this section match the password parameters set in Siebel.siebel.AsisServiceConnection.asis. 288 Avaya IC for Siebel Integration Guide May 2009 .services.ic. Allows a screen pop when a work item is activated in Avaya IC. Allows a screen pop only when an agent has no other active work on the desktop when the contact arrives.

Determines whether agents can change their password at runtime. For IC Manager and Web site integration to work. you must change the default value. ForcePasswordChange MaxLoginAttemptsAllowed PasswordChange PasswordChangeDuration PasswordReuseCycles System/Configuration The following table describes the system settings for Avaya IC. Forces agents to change their password when they log in after a password change has been made in IC Manager. you must change the default value. Always set this property to No. you will use 80 for non-secure HTTP and 443 for HTTPS. Specifies the port number used by the server that hosts the login page for the Email Template Administration Web site. the agent is immediately available for the next call. Typically. Specifies the protocol used by the server that hosts the login page for the Email Template Administration Web site. Sets the maximum number of times an agent can attempt to log in with incorrect passwords before Avaya IC disables the agent account. you will use HTTP or HTTPS. Typically.Native Siebel agent properties Property name AutoIn Description Enables AutoIn behavior for the voice channel. Always set this property to No. Property name EmailLoginServer Description Specifies the server that hosts the login page for the Email Template Administration Web site. Specifies the virtual directory of the Email Template Administration Web site. Determines the number of unique passwords that must be used before an agent can reuse a previous password. EmailLoginServerPort EmailLoginServerProtocol EmailLoginServerWebsite EmailServer Avaya IC for Siebel Integration Guide May 2009 289 . When a call is disconnected. Specifies the hostname of the Email Management server. Always set this property to 0 (zero). Determines the number of days before a password expires. For IC Manager and Web site integration to work.

Always set this property to No.Appendix A: Customizing Native Siebel Property name EmailServerPort EnableContentAnalysis Description The port number used by the Email Management server for Mail Template Administration. Alerts the system that Content Analysis should be used when processing e-mail. 290 Avaya IC for Siebel Integration Guide May 2009 .

Appendix B: AICD commands This section includes the following topics: ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Command definition on page 292 Key-value parameters on page 292 Selected vs. current work item on page 292 Commands and media types on page 293 How to access the buttons on page 293 Overview of buttons and AICD commands on page 296 AcceptEmail on page 299 AcceptWeb on page 300 AgentAvailable on page 301 AgentUnavailable on page 302 AnswerCall on page 302 AvayaAgentCommand on page 303 CancelConferenceCall on page 304 CancelConferenceWork on page 305 CancelConsultTransferCall on page 306 CancelConsultTransferWork on page 308 CancelEmail on page 309 ChangeAuxReasonCode on page 310 CompleteConferenceCall on page 310 CompleteConferenceWork on page 311 CompleteConsultTransferCall on page 313 CompleteConsultTransferWork on page 314 DeferEmail on page 315 DisconnectWork on page 316 EmailAvailable on page 317 EmailUnavailable on page 318 ForceLogout on page 318 ForwardEmail on page 319 GetEDUData on page 320 ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● HangupCall on page 322 HoldCall on page 323 HoldReconnectCall on page 324 InitConferenceCall on page 325 InitConferenceWork on page 327 InitConsultTransferCall on page 329 InitConsultTransferWork on page 330 Login on page 332 Logout on page 332 MakeCall on page 333 MuteTransferCall on page 334 MuteTransferWork on page 335 NewOpenData on page 335 RecoveryPop on page 337 ReleaseWork on page 337 ReplyEmail on page 338 ResetEmailChannel on page 340 ResetVoiceChannel on page 340 ResumeEmail on page 339 SendDTMF on page 341 SendEmail on page 341 SendNewEmail on page 342 SetCurrentWorkItem on page 343 SetEDUData on page 344 ShowStatusText on page 345 VoiceAvailable on page 346 VoiceUnavailable on page 346 WebAvailable on page 347 WebUnavailable on page 347 Avaya IC for Siebel Integration Guide May 2009 291 .

a command is sent to the AICD. Each parameter consists of a parameter key and a parameter value. Selected vs. When an agent presses a button on the Siebel toolbar. Commands always flow from the Siebel Communications Server to the AICD. These parameters can be either mandatory or optional. see Differences in terminology on page 21. Siebel definition file on page 88 Customizing the definition file on page 89 Key-value parameters Key-value parameters represent input data to AICD commands. see the Avaya IC for Siebel User Guide. current work item This section describes the difference between selected work items and current work items. the AICD assumes the default parameter value when the command is called. Related topics For more information. Another way to call a command is through an event response. Related topic For similar information. see any of the following topics: ● ● ● ● For a description of an event response. Most commands sent to the AICD have parameters. The Accept Work Item button is always associated with the selected work item. For a detailed description of the Siebel toolbar.Appendix B: AICD commands Command definition The system uses commands to send requests and data to the Adaptive Interaction Center Driver (AICD). see AICD events on page 349. If optional. The Siebel definition file defines the association of the Siebel toolbar buttons and the commands. The default values for the optional parameters are specified in this appendix. Selected work item: A selected work item is always highlighted in the appropriate Avaya Agent task list and in the EDU Viewer. The following commands default to the selected work item if no Tracking ID is provided: 292 Avaya IC for Siebel Integration Guide May 2009 .

Also. the DeferEmail command acts only on work items with an email media type. a work item must be in the correct state for a command to act on it. AICD commands are restricted to act on work items of a particular media type.Commands and media types ● ● ● AcceptEmail AcceptWeb AnswerCall Current work item: The Work Item drop-down list always displays the current work item. but someone can issue a ReleaseWork command on an e-mail by specifying the Tracking ID of the e-mail work item. The Tracking ID and work items: If the Tracking ID is provided. the HoldReconnectCCall command is permitted for work items with the voice media type.Response View on page 296 Avaya IC for Siebel Integration Guide May 2009 293 . but only if the voice work item is currently on hold. Commands and media types In general. the Tracking ID is used to locate the work item. For example. see Avaya Agent User Guide. the current work item can be a call. see Media types on page 377. How to access the buttons This section includes the following topics: ● ● ● ● Siebel Communications Toolbar on page 294 Change Ready State submenu on page 294 Send Email window on page 295 Communication Detail . For example. The Tracking ID overrides the default of current or selected work item. Related topic For more information. Related topic For more information. All remaining commands that are not associated with a selected work item will default to the current work item if no Tracking ID is provided. For example.

see the Avaya IC for Native Siebel User Guide. click the arrow to the right of the Change Ready State button. Example: Result: 294 Avaya IC for Siebel Integration Guide May 2009 . Change Ready State Phone. see the Avaya IC for Siebel User Guide. Siebel Communications Toolbar for Native Siebel Related topic For more information about the Native Siebel toolbar. Siebel Communications Toolbar for Hybrid Siebel Related topic For more information about the Hybrid Siebel toolbar. and Change Ready State Web buttons.Appendix B: AICD commands Siebel Communications Toolbar Most of the buttons described in this chapter are accessed from the Siebel toolbar which is located near the top of the Siebel Application window. To display the Change Ready State submenu: 1. Change Ready State submenu Use the Change Ready State submenu to access the Change Ready State E-mail. From the Siebel toolbar.

How to access the buttons Send Email window The Send Email window opens when the agent presses the F9 key or selects the Initiate Email button. The agent uses this window to compose e-mail messages. Avaya IC for Siebel Integration Guide May 2009 295 .

Appendix B: AICD commands Communication Detail . Communication Detail . Reply E-mail. button names. Button Button name Accept Work Item Button location Siebel Communications Toolbar Commands AcceptEmail AcceptWeb AnswerCall Hybrid/ Native Both Hybrid Both 296 Avaya IC for Siebel Integration Guide May 2009 . Reply All E-mail. and Send E-mail buttons. This view is located in the middle of the Siebel Application window and is used for outgoing e-mail messages. Forward E-mail.Response View to access the Cancel E-mail.Response View Overview of buttons and AICD commands The following table shows the buttons. button locations.Response View Use the Communication Detail . and corresponding AICD commands.

Response View CancelEmail Both ● ● Change Ready State Hybrid Agent Ready Native Change Ready State E-mail Hybrid Agent Ready E-mail Native Change Ready State Phone Hybrid Agent Ready Phone Native Siebel Communications Toolbar AgentAvailable AgentUnavailable Both Both ● Change Ready State submenu EmailAvailable EmailUnavailable Both Both ● ● Change Ready State submenu VoiceAvailable VoiceUnavailable Both Both ● Change Ready State Web Change Ready State submenu WebAvailable WebUnavailable Hybrid Hybrid Conference Work Item Siebel Communications Toolbar CompleteConferenceCall CompleteConferenceWork InitConferenceCall InitConferenceWork Both Hybrid Both Hybrid Avaya IC for Siebel Integration Guide May 2009 297 .Overview of buttons and AICD commands Button Button name Blind Transfer Button location Siebel Communications Toolbar Commands MuteTransferCall MuteTransferWork Hybrid/ Native Both Hybrid Cancel E-mail Communication Detail .

the Send Email window pops up so that the agent can compose an e-mail.Appendix B: AICD commands Button Button name Consultative Transfer Button location Siebel Communications Toolbar Commands InitConsultTransferCall InitConsultTransferWork CompleteConsultTransferCall CompleteConsultTransferWork Hybrid/ Native Both Hybrid Both Hybrid Both Forward E-mail Communication Detail . This window includes a Send button that calls the SendNewEmail command.Response View ReplyEmail Both 298 Avaya IC for Siebel Integration Guide May 2009 .Response View ForwardEmail Initiate Work Item Email Siebel Communications Toolbar This button does not generate an AICD command.Response View ReplyEmail Reply All E-mail Communication Detail . Instead. MakeCall Both Initiate Work Item Phone Siebel Communications Toolbar Both Pause Work Item Siebel Communications Toolbar DeferEmail HoldCall Both Both Release Work Item Siebel Communications Toolbar DisconnectWork HangupCall CancelEmail ReleaseWork Both Both Both Both Both Reply E-mail Communication Detail .

Avaya IC for Siebel Integration Guide May 2009 299 . the following actions occur: ● ● ● ● The e-mail work item is accepted. If the TrackingID is passed.AcceptEmail Button Button name Resume Work Item Button location Siebel Communications Toolbar Siebel Communications Toolbar Commands HoldReconnectCall ResumeEmail Hybrid/ Native Both Both Cancel Work Item CancelConsultTransferCall CancelConsultTransferWork CancelConferenceCall CancelConferenceWork Both Hybrid Both Both Both Send E-mail Send Email window SendNewEmail ● ● Sign On Hybrid Login Native Siebel Communications Toolbar Login Both AcceptEmail When the agent selects the blinking Accept Work Item button and the selected work item is an offered e-mail work item. The e-mail work item is now the current work item. the e-mail specified by the TrackingID is accepted rather than the selected work item. The e-mail work item is popped if not already popped.

300 Avaya IC for Siebel Integration Guide May 2009 . The Web chat work item is now the current work item.Appendix B: AICD commands Parameter The AcceptEmail command has the following parameter. AcceptWeb When the agent selects the blinking Accept Work Item button and the selected work item is an offered Web chat work item. If the TrackingID is passed. The Web chat work item is popped if not already popped. the Web chat specified by the TrackingID is accepted rather than the selected work item. see Media types on page 377. Optional? Yes Hybrid/Native Both Media type The AcceptEmail command is permitted on work items with only the email media type when offered. the following actions occur: ● ● ● ● ● The Web chat work item is accepted and the call is placed. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. Related topic For more information. The Avaya Web Agent is brought to the foreground.

and not in outbound mode. see Media types on page 377. This command is permitted when the agent is unavailable for incoming work.AgentAvailable Parameter The AcceptWeb command has the following parameter. The agent will not receive outbound work while the agent is available for inbound work. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. the agent can be drafted into receiving the outbound work item. It is available for both Hybrid and Native Siebel configurations. AgentAvailable The AgentAvailable command makes the agent available for incoming customer contacts. Optional? Yes Hybrid/Native Hybrid Media types The AcceptWeb command is permitted on work items with the following media types when offered: ● ● ● web webIVChat webVoice Related topic For more information. Parameters The AgentAvailable command has no parameters. Avaya IC for Siebel Integration Guide May 2009 301 . If the agent is available for inbound work and is configured for outbound work and an outbound job is running. The agent is available only on channels that the agent is logged into and the channel load is greater than zero.

Optional? Yes.Appendix B: AICD commands AgentUnavailable The AgentUnavailable command makes the agent unavailable for incoming customer contacts. the reason code is set to “”. If the TrackingID is passed. 302 Avaya IC for Siebel Integration Guide May 2009 . the previously-active call is placed on hold. The agent will receive neither inbound nor outbound work while the agent is unavailable. This command is permitted when the agent is available for incoming work. and not in outbound mode. The call work item is popped if not already popped. the call specified by the TrackingID is answered rather than the selected work item. The call work item is now the current work item. Hybrid/Native Both AnswerCall When the agent selects the blinking Accept Work Item button and the selected work item is an offered call. If another call was previously active. If not supplied. the following actions occur: ● ● ● ● ● The call is answered. Parameter The AgentUnavailable command has the following parameter. Name Reason Value A reason code for the agent being unavailable.

The actual custom command name can be passed as one of the parameters. ● Avaya IC for Siebel Integration Guide May 2009 303 . Functions as a placeholder.AvayaAgentCommand Parameter The AnswerCall command has the following parameter. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. All key-value parameters are delivered to Avaya Agent. see Media types on page 377. Enabled as long as Avaya Agent is successfully assigned to the AICD. Optional? Yes Hybrid/Native Both Media types The AnswerCall command is permitted on work items with the following media types when offered: ● ● ● ● ● ● ● voice voiceAutoDial voiceOut voicePredictive voicePreview webIVChat webVoice Related topic For more information. The parameters are transferred to the custom script within Avaya Agent. AvayaAgentCommand The AvayaAgentCommand enables the implementation of a custom driver command that can be associated with a toolbar button and does the following actions: ● ● Sends a request from the Siebel agent to a hook within Avaya Agent.

Parameters The AvayaAgentCommand accepts all parameters. The InitConferenceCall command initiates a conference call. If the TrackingID is passed. 5. see the following topics: ● ● InitConferenceCall on page 317 CompleteConferenceCall on page 312 304 Avaya IC for Siebel Integration Guide May 2009 . 3. the current work item conference call is cancelled. The CancelConferenceCall works as follows: 1. CancelConferenceCall The CancelConferenceCall command cancels a conference call while it is in the consult stage.Appendix B: AICD commands This command is not used for Native Siebel configurations. The CancelConferenceCall command is generated. The original agent cancels the conference call from the Siebel toolbar. see OnAvayaAgentEvent on page 353. Related topics For more information. The InitConferenceCall command puts the contact on hold while a consult call is attempted between the original agent and the conference-to agent. 4. 2. For Native Siebel customizations. see any of the following commands: ● ● ● GetEDUData on page 320 NewOpenData on page 335 SetEDUData on page 344 Related topic For more information. Otherwise. the conference call in progress for the work item specified by the TrackingID is cancelled. The consult call is dropped and the original call is reconnected.

Otherwise.CancelConferenceWork Parameter This command has the following parameter. Avaya IC for Siebel Integration Guide May 2009 305 . 4. The contact phone call is put on hold while a consult call is attempted between the original agent and the conference-to agent. The CancelConferenceWork command works as follows: 1. The original agent cancels the multimedia conference call from the Siebel toolbar. see Media types on page 377. If the TrackingID is passed. CancelConferenceWork The CancelConferenceWork command cancels the conference of a multimedia work item such as a webVoice or webIVChat while it is in the consult stage. 3. the conference in progress for the work item specified by the TrackingID is cancelled. Optional? Yes Hybrid/Native Both Media types This command is permitted on work items with the following media types when a conference call is in the consult stage: ● ● ● ● ● voice voiceAutoDial voiceOut voicePredictive voicePreview Related topic For more information. 2. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. the current work item conference is cancelled. The InitConference command conferences the call portion of the multimedia item. The InitConferenceWork command initiates a multimedia conference call.

see Media types on page 377. CancelConsultTransferCall The CancelConsultTransferCall command cancels a consult transfer call while it is in the consult stage. Otherwise. If the TrackingID is passed. the current work item consult transfer call is cancelled. the consult transfer call in progress for the work item specified by the TrackingID is cancelled.Appendix B: AICD commands 5. see the following topics: ● ● InitConferenceWork on page 318 CompleteConferenceWork on page 313 Parameter This command has the following parameter. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. 6. Optional? Yes Hybrid/Native Both Media types This command is permitted on work items with the following media types when the voice portion of the work item is in the consult stage of a conference call: ● ● webIVChat webVoice Related topic For more information. The CancelConferenceWork command is generated. Related topics For more information. The consult call is dropped and the original call reconnected. 306 Avaya IC for Siebel Integration Guide May 2009 .

Optional? Yes Hybrid/Native Both Media types This command is permitted on work items with the following media types when the consult transfer call is in the consult stage: ● ● ● ● ● voice voiceAutoDial voiceOut voicePredictive voicePreview Related topic For more information. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event.CancelConsultTransferCall The CancelConsultTransferCall command works as follows: 1. The original agent cancels the consult transfer call from the Siebel toolbar. 2. The CancelConsultTransferCall command is generated. 4. 5. The consult call is dropped and the original call is reconnected. 3. see Media types on page 377. The InitConsultTransferCall command puts the contact on hold while a consult call is attempted between the original agent and the conference-to agent. Related topics For more information. see the following topics: ● ● InitConsultTransferCall on page 321 CompleteConsultTransferCall on page 315 Parameter This command has the following parameter. Avaya IC for Siebel Integration Guide May 2009 307 . The InitConsultTransferCall command initiates a consult transfer call.

Optional? Yes Hybrid/Native Hybrid Media types This command is permitted on work items when the voice portion of the multimedia work item is in the consult stage of a consult transfer call: ● webIVChat 308 Avaya IC for Siebel Integration Guide May 2009 . 2. the current work item consult transfer is cancelled. 6. see the following topics: ● ● InitConsultTransferWork on page 322 CompleteConsultTransferWork on page 315 Parameter This command has the following parameter. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. The CancelConsultTransferWork command is generated. Otherwise. the consult transfer in progress for the work item specified by the TrackingID is cancelled. 3. 5. The CancelConsultTransferWork command works as follows: 1. 4. The original agent cancels the multimedia consult transfer call from the Siebel toolbar. If the TrackingID is passed. The contact phone call is put on hold while a consult call is attempted between the original agent and the consult transfer-to agent. The InitConsultTransferWork command consult transfers the call portion of the multimedia work item. The consult call is dropped and the original call is reconnected. Related topics For more information. The InitConsultTransferWork command initiates a multimedia consult transfer call.Appendix B: AICD commands CancelConsultTransferWork The CancelConsultTransferWork command cancels the consult transfer of a multimedia work item such as a webVoice or webIVChat while it is in the consult stage.

or Forward buttons. While the agent is composing the e-mail message. 6. 2. Avaya IC for Siebel Integration Guide May 2009 309 . The agent replies to or forwards the e-mail. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event.CancelEmail ● webVoice Related topic For more information. If the TrackingID is passed. 3. The Communication Detail . Reply to All. The agent cancels the e-mail by selecting the Cancel button from the Siebel toolbar.Response View is cleared and disabled. When the agent selects the Reply. see Media types on page 377. the agent cannot dismiss.Response View is enabled. The agent can now dismiss. 5. Otherwise. the Communication Detail . 7. the e-mail reply or forward message in progress for the work item specified by the TrackingID is cancelled. The Communication Detail . or defer the original e-mail. Optional? Yes Hybrid/Native Both Media type This command is permitted on work items with the email media type when the e-mail is in the process of being replied to or forwarded.Response View is popped when the agent receives e-mail. transfer. The CancelEmail command cancels the composition of the e-mail message. CancelEmail The CancelEmail command cancels the composition of an e-mail reply or forward message. the current work item e-mail reply or forward message is cancelled. The CancelEmail command works as follows: 1. Parameter This command has the following parameter. 4. transfer. or defer the original e-mail.

The original agent completes the conference call by selecting the Conference Work Item button from the Siebel toolbar. see Media types on page 377. Optional? Yes. Name Reason Value A reason code for the agent being unavailable. the conference call in progress for the work item specified by the TrackingID is completed. The ChangeAuxReasonCode command is permitted when the agent is unavailable. 3. The agent can use this command if his or her reason for being unavailable changes. then attends a meeting directly afterwards. 4. The consult call and the original call are merged. The CompleteConferenceCall command works as follows: 1. Parameter This command has the following parameter. 5. The InitConferenceCall command generates a conference call and puts the contact on hold while a consult call is attempted between the original agent and the conference-to agent. The agent selects the Conference Work Item button from the Siebel toolbar. resulting in a conference call. 2. Hybrid/Native Both CompleteConferenceCall The CompleteConferenceCall command completes a conference call while it is in the consult stage. the current work item conference call is completed. Otherwise. the agent is at lunch. If the TrackingID is passed. The CompleteConferenceCall command is generated. For example. If not supplied.Appendix B: AICD commands Related topic For more information. 310 Avaya IC for Siebel Integration Guide May 2009 . the reason code is set to “”. ChangeAuxReasonCode The ChangeAuxReasonCode command changes the Aux Reason Code while the agent is unavailable.

CompleteConferenceWork The CompleteConferenceWork command completes the conference of a multimedia work item such as a combined chat&PSTN call or chat&VOIP call while it is in the consult stage. Optional? Yes Hybrid/Native Both Media types This command is permitted on work items with the following media types when the work item is in the consult stage of a conference call: ● ● ● ● ● voice voiceAutoDial voiceOut voicePredictive voicePreview Related topic For more information. Avaya IC for Siebel Integration Guide May 2009 311 . see Media types on page 377. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. the current work item conference is completed. see the following topics: ● ● InitConferenceCall on page 325 CancelConferenceCall on page 304 Parameter This command has the following parameter. Otherwise. If the TrackingID is passed. the conference in progress for the work item specified by the TrackingID is completed.CompleteConferenceWork Related topics For more information.

see the following topics: ● ● InitConferenceWork on page 327 CancelConferenceWork on page 305 Parameter This command has the following parameter. All parties are conferenced together. 312 Avaya IC for Siebel Integration Guide May 2009 . The agent selects the Conference Work Item button from the Siebel toolbar. 6. The contact phone call is put on hold while a consult call is attempted between the original agent and the conference-to agent. 2. Once the consult call is connected. including the Web chat. 3.Appendix B: AICD commands The CompleteConferenceWork command works as follows: 1. The InitConferenceWork command initiates a multimedia conference call and conferences the call portion of the multimedia item. The CompleteConferenceWork command is generated. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. see Media types on page 377. Optional? Yes Hybrid/Native Hybrid Media types This command is permitted on work items with the following media types when the voice portion of the multimedia work item is in the consult stage of a conference call: ● ● ● web webIVChat webVoice Related topic For more information. 4. 5. the original agent completes the multimedia conference call by selecting the Conference Work Item button from the Siebel toolbar. Related topics For more information.

Otherwise. While the consult call is connected. see the following topics: ● ● InitConsultTransferCall on page 329 CancelConsultTransferCall on page 306 Parameter This command has the following parameter. Related topics For more information. the original agent completes the consult transfer call by selecting the Consultative Transfer button from the Siebel toolbar. The CompleteConsultTransferCall command works as follows: 1. The agent selects the Consultative Transfer button from the Siebel toolbar and initiates the InitConsultTransferCall command. If the TrackingID is passed.CompleteConsultTransferCall CompleteConsultTransferCall The CompleteConsultTransferCall command completes a consult transfer call while it is in the consult stage. 3. The contact is put on hold while a consult call is attempted between the original agent and the conference-to agent. 5. The customer and the transfer-to agent are connected into one call and the original agent is dropped. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. 4. Optional? Yes Hybrid/Native Both Media types This command is permitted on work items with the following media types when the work item is in the consult stage of a consult transfer call: Avaya IC for Siebel Integration Guide May 2009 313 . the current work item consult transfer call is completed. The CompleteConsultTransferCall command is generated. the consult transfer call in progress for the work item specified by the TrackingID is completed. 2.

If the TrackingID is passed. the current work item consult transfer is completed. 3. 8. CompleteConsultTransferWork The CompleteConsultTransferWork command completes the consult transfer of a multimedia item such as a webVoice or webIVChat. The original agent completes the multimedia consult transfer call by selecting the Consultative Transfer button from the Siebel toolbar. The contact phone call is put on hold while a consult call is attempted between the original agent and the consult transfer-to agent. Otherwise. The original agent is dropped from all calls and the consult-to agent is put on an active call with the customer contact. The InitConsultTransferWork command generates a multimedia consult transfer call. 4. 6. The agent selects the Consultative Transfer button from the Siebel toolbar. The CompleteConsultTransferWork command works as follows: 1. The Web chat is briefly conferenced between all parties before the original agent is dropped from the chat. Related topics For more information. The CompleteConsultTransferWork command is generated. see Media types on page 377. 2. while it is in the consult stage. see the following topics: ● ● InitConsultTransferWork on page 330 CancelConsultTransferWork on page 308 314 Avaya IC for Siebel Integration Guide May 2009 . The InitConsultTransferWork command performs a consult transfer on the call portion of the multimedia work item. the consult transfer in progress for the work item specified by the TrackingID is completed.Appendix B: AICD commands ● ● ● ● ● voice voiceAutoDial voiceOut voicePredictive voicePreview Related topic For more information. 5. 7.

see ResumeEmail on page 339. the current work item is deferred. see Media types on page 377. Avaya IC for Siebel Integration Guide May 2009 315 . DeferEmail The DeferEmail command postpones the sending of an e-mail. the e-mail work item specified by the TrackingID is deferred.DeferEmail Parameter This command has the following parameter. If the TrackingID is passed. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. Optional? Yes Hybrid/Native Hybrid Media types This command is permitted on work items with the following media types when the voice portion of the multimedia work item is in the consult stage of a consult transfer call: ● ● webIVChat webVoice Related topic For more information. Otherwise. Related topics For more information.

Depending on the system configuration. see Media types on page 377. this is equivalent to hanging up on a phone call. the current work item is disconnected. the work item specified by the TrackingID is disconnected. If the TrackingID is passed. Related topics For more information. this disconnects the Web chat. Otherwise. Related topic For more information. DisconnectWork The DisconnectWork command stops work on a customer interaction phase of an e-mail. or multimedia work item. Web chat. Optional? Yes Hybrid/Native Both Media type This command is permitted on work items with the email media type when the work item is active. but leaves the phone call active. see the following topics: ● ● HangupCall on page 322 ReleaseWork on page 337 316 Avaya IC for Siebel Integration Guide May 2009 . Conceptually. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. a work item can go into wrap-up immediately after the DisconnectWork command. For multimedia items.Appendix B: AICD commands Parameter This command has the following parameter. The HangupCall command disconnects the phone call.

The EmailAvailable command is permitted when the agent is: ● ● ● ● Available for incoming work Unavailable for e-mail Logged into the e-mail channel Not in outbound mode This command is used for both Hybrid and Native Siebel configurations.EmailAvailable Parameter This command has the following parameter. Avaya IC for Siebel Integration Guide May 2009 317 . If making the agent available for e-mail also makes the agent available for all logged-in channels. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. EmailAvailable The EmailAvailable command makes the agent available for e-mail work. see Media types on page 377. the agent is also placed in automatic mode. Optional? Yes Hybrid/Native Both Media types This command is permitted on work items with the following media types when the work item is connected: ● ● ● ● email web webIVChat webVoice Related topic For more information.

see Logout on page 332. 318 Avaya IC for Siebel Integration Guide May 2009 .Appendix B: AICD commands Parameters The EmailAvailable command has no parameters. This command does not log the agent out of an Automatic Call Distribution (ACD) split. Parameters The EmailUnavailable command has no parameters. The agent is also placed in manual mode. This command is permitted when the agent is: ● ● ● ● Available for incoming work Available for e-mail Logged into the e-mail channel Not in outbound mode This command is used for both Hybrid and Native Siebel configurations. EmailUnavailable The EmailUnavailable command makes the agent unavailable for e-mail work. This command disables the association between the Siebel agent session and the Avaya agent. Related topics For more information about conditional logouts. ForceLogout The ForceLogout command logs out the agent.

transfer. If the TrackingID is passed. and the agent can then edit the e-mail. 4. 6.Response View.Response View. 7. the current work item is forwarded. or defer the original e-mail. The Communication Detail . 8. Name AgentID Value <UserName> Use the @UserName macro to obtain this value.Response View is cleared and disabled. the agent selects the Send button in the Communication Detail . Optional? Yes Hybrid/Native Both ForwardEmail The ForwardEmail command begins the process of forwarding an e-mail message. and can also compose a reply. The Communication Detail . The Communication Detail . Otherwise. The agent selects the Forward button on the Communication Detail . Related topics For more information. 2. When the agent is finished composing the e-mail. or forward the e-mail again.ForwardEmail Parameter This command has the following parameter. an e-mail for the work item specified by the TrackingID is forwarded. The ForwardEmail command is generated. 5.Response View is popped when the agent receives an e-mail message. The agent is permitted to dismiss. see the following topics: ● ● ● SendEmail on page 341 ReplyEmail on page 338 CancelEmail on page 309 Avaya IC for Siebel Integration Guide May 2009 319 . The ForwardEmail command works as follows: 1.Response View is enabled. 3. The SendEmail command forwards the e-mail message.

def but you can easily add it to a custom configuration. Can specify a specific container if you do not want the entire EDU. Related topic For more information. GetEDUData This command allows Siebel to retrieve the contents of an EDU. it will be returned to Siebel using the OnGetEDUData event. Optional? Yes Hybrid/Native Both Media type This command is permitted on work items with the email media type when the work item is active. see Media types on page 377. ● ● ● Once the data has been collected. Looks only at the EDUs that are already associated with work items in the agent’s pull-down menu.Appendix B: AICD commands Parameter This command has the following parameter. 320 Avaya IC for Siebel Integration Guide May 2009 . This command ● Is not invoked by the out-of-the-box AICD. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. Allows the caller to specify an EDU by passing the EDUID or by passing the type of EDU you want.

If the agent does not have a call. the command returns an error.GetEDUData Parameters This command has the following parameters. This parameter can contain one of the following values: ● <EDUID> .Used if the agent has a multi-media interaction. If the agent does not have a chat work item.Tells the AICD to retrieve the data for an EDU that is associated with a voice interaction.The ID of the EDU ● chat . Name CommandID Value An arbitrary value used for reference when the OnGetEDUData event is sent to Siebel. Avaya IC for Siebel Integration Guide May 2009 321 . ● hub . the command returns an error. If there is neither. This parameter must be generated and passed by the Siebel application. Used when a specific container is requested rather than the entire contents of the EDU.Tells the AICD to retrieve the data for the EDU that is associated with a chat interaction. If the agent does not have an e-mail. This parameter is a string value. the command returns an error.Tells the AICD to retrieve the data for the EDU that is associated with an e-mail interaction. If there is no hub EDU. the command returns an error. ● voice . ● work . the command returns an error.Tells the AICD to retrieve the data for an EDU that is either chat or e-mail. see OnGetEDUData on page 365. Optional? Yes Hybrid/ Native Both Container EDUID Related topics For more information. Tells the AICD which EDU to access for data. ● email .

If the TrackingID is passed. the current work item is hung up. see Media types on page 377. 322 Avaya IC for Siebel Integration Guide May 2009 . Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. see the following topics: ● ● DisconnectWork on page 316 ReleaseWork on page 337 Parameter This command has the following parameter. Optional? Yes Hybrid/Native Both Media types This command is permitted on work items with the following media types when the call is active: ● ● ● ● ● ● ● voice voiceAutoDial voiceOut voicePredictive voicePreview webIVChat webVoice Related topic For more information. Otherwise. Related topics For more information. the work item specified by the TrackingID is hung up.Appendix B: AICD commands HangupCall The HangupCall command hangs up a call.

Related topics For more information. the Web chat portion of the work item is still active even when the call is on hold. Otherwise. the current work item is put on hold. the call work item specified by the TrackingID is put on hold. Optional? Yes Hybrid/Native Both Media types This command is permitted on work items with the following media types when the call is active and no consult call is ringing: ● ● ● ● ● ● ● voice voiceAutoDial voiceOut voicePredictive voicePreview webIVChat webVoice Avaya IC for Siebel Integration Guide May 2009 323 . For multimedia work items. see the following topics: ● ● DeferEmail on page 315 HoldReconnectCall on page 324 Parameter This command has the following parameter. If the TrackingID is passed.HoldCall HoldCall The HoldCall command puts a call on hold. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the supplied in the OnNewWorkItem event.

so this command affects only the call. the call work item specified by the TrackingID is taken off hold. the current work item is taken off hold. the Web chat portion of the work item is still active even when the call is on hold.Appendix B: AICD commands Related topic For more information. Related topics For more information. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the supplied in the OnNewWorkItem event. Otherwise. HoldReconnectCall The HoldReconnectCall command takes a call off hold. see the following topics: ● ● DeferEmail on page 315 HoldCall on page 323 Parameter This command has the following parameter. If the TrackingID is passed. see Media types on page 377. Optional? Yes Hybrid/Native Both Media types This command is permitted on work items with the following media types when the call is on hold: ● ● ● ● ● voice voiceAutoDial voiceOut voicePredictive voicePreview 324 Avaya IC for Siebel Integration Guide May 2009 . For multimedia work items.

InitConferenceCall

● ●

webIVChat webVoice

Related topic
For more information, see Media types on page 377.

InitConferenceCall
The InitConferenceCall command initiates a conference call. If the TrackingID is passed, the conference call for the work item specified by the TrackingID is initiated. Otherwise, a conference call on the current work item is initiated. The InitConferenceCall command works as follows: 1. The agent selects the Conference Work Item button from the Siebel toolbar. 2. The InitConferenceCall command initiates a conference call by putting the contact on hold while a consult call is attempted between the original agent and the conference-to agent. 3. The original agent does one of the following tasks:

Completes the conference call by selecting the Conference Work Item button. This generates the CompleteConferenceCall command. Cancels the conference call by selecting the Cancel Work Item button. This generates the CancelConferenceCall command.

Related topics
For more information, see the following topics:
● ●

CompleteConferenceCall on page 310 CancelConferenceCall on page 304

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Parameters
This command has the following parameters. Name TrackingID Destination SuppressUAD Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. An extension, phone number, agent ID, or queue Can be true or false. If true, and a destination is supplied, the presentation of the UAD is suppressed. Optional? Yes Yes Yes. If not supplied, the default is false. Yes Hybrid/ Native Both

<Open>

Related topics
For more information, see the following topics:
● ●

About open data on page 229 OnNewWorkItem on page 367

Media types
This command is permitted on work items with the following media types when the call is active and not on hold:
● ● ● ● ●

voice voiceAutoDial voiceOut voicePredictive voicePreview

Related topic
For more information, see Media types on page 377.

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InitConferenceWork

InitConferenceWork
The InitConferenceWork command initiates the conference of a Web chat or multimedia work item such as a webVoice or webIVchat. If the TrackingID is passed, a conference for the work item specified by the TrackingID is initiated. Otherwise, a conference for the current work item is initiated. The InitConferenceWork command works as follows: 1. The agent selects the Conference Work Item button on the Siebel toolbar to initiate a multimedia conference. 2. The InitConference command conferences the call portion of the multimedia work item. The contact phone call is put on hold while a consult call is attempted between the original agent and the conference-to agent. 3. Once the consult call is connected, the original agent completes the multimedia conference call by selecting the Conference Work Item button on the Siebel toolbar. 4. The CompleteConferenceWork command is generated. Note: The agent can also cancel the multimedia conference call by selecting the Cancel Work Item button and generating the CancelConferenceWork command.

Note:

You can also use the InitConferenceWork command to initiate a Web chat conference. Chat conferences are one-step conferences. That is, they do not have a consult stage and they are completed automatically as soon as the other agent is connected. No further commands are needed to complete the chat conference, and it is not possible to cancel a chat conference.

Related topics
For more information, see the following topics:
● ●

CompleteConferenceWork on page 311 CancelConferenceWork on page 305

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Parameters
This command has the following parameters. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. An extension, phone number, agent ID, or queue Can be true or false. If true, and a destination is supplied, the presentation of the UAD is suppressed. Optional? Yes Hybrid/Native Hybrid

Destination SuppressUAD

Yes Yes. If not supplied, the default is false. Yes

<Open>

Related topic
For more information, see About open data on page 229.

Media types
This command is permitted on work items with the following media types when a Web chat is connected:
● ● ●

web webIVChat webVoice

For webIVchat and webVoice, the call must be active and cannot be on hold.

Related topic
For more information, see Media types on page 377.

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InitConsultTransferCall

InitConsultTransferCall
The InitConsultTransferCall command initiates a consult transfer call. If the TrackingID is passed, a consult transfer call for the work item specified by the TrackingID is initialized. Otherwise, a consult transfer call for the current work item is initialized. The InitConsultTransferCall command works as follows: 1. The agent selects the Consultative Transfer button from the Siebel toolbar. 2. The InitConsultTransferCall command initiates a consult transfer call by putting the contact on hold while a consult call is attempted between the original agent and the conference-to agent. 3. While the consult call is connected, the original agent does one of the following tasks:

Completes the consult transfer call by selecting the Consultative Transfer button. This generates the CompleteConsultTransferCall command. Cancels the consult transfer call by selecting the Cancel Work Item button. This generates the CancelConsultTransferCall command.

Related topics
For more information, see the following topics:
● ●

CompleteConsultTransferCall on page 313 CancelConsultTransferCall on page 306

Parameters
This command has the following parameters. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. An extension, phone number, agent ID, or queue Can be true or false. If true, and a destination is supplied, the presentation of the UAD is suppressed. Optional? Yes Hybrid/Native Both

Destination SuppressUAD

Yes Yes. If not supplied, the default is false. Yes

<Open>

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Related topic
For more information, see About open data on page 229.

Media types
This command is permitted on work items with the following media types when the call is active and not on hold:
● ● ● ● ●

voice voiceAutoDial voiceOut voicePredictive voicePreview

Related topic
For more information, see Media types on page 377.

InitConsultTransferWork
The InitConsultTransferWork command initiates the consult transfer of a multimedia item such as a webVoice or webIVChat. If the TrackingID is passed, a consult transfer for the work item specified by the TrackingID is initiated. Otherwise, a consult transfer of the current work item is initiated. The InitConsultTransferWork command works as follows: 1. The agent selects Consultative Transfer button from the Siebel toolbar. 2. The InitConsultTransferWork command initiates a multimedia consult transfer call by performing a consult transfer of the call portion of the multimedia work item. 3. The contact phone call is put on hold while a consult call is attempted between the original agent and the consult transfer-to agent. 4. The original agent does one of the following tasks:

Completes the multimedia consult transfer call by selecting the Consultative Transfer button. This generates the CompleteConsultTransferWork command. Cancels the multimedia consult transfer by selecting the Cancel Work Item button. This generates the CancelConsultTransferWork command.

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InitConsultTransferWork

Related topics
For more information, see the following topics:
● ●

CompleteConsultTransferWork on page 314 CancelConsultTransferWork on page 308

Parameters
This command has the following parameters. Name TrackingID Destination SuppressUAD Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. An extension, phone number, agent ID, or queue Can be true or false. If true, and a destination is supplied, the presentation of the UAD is suppressed. Optional? Yes Yes Yes. If not supplied, the default is false. Yes Hybrid /Native Hybrid

<Open>

Related topics
For more information, see About open data on page 229.

Media types
This command is permitted on work items with the following media types when the voice portion of the multimedia work item is active and not on hold:
● ●

webIVChat webVoice

Related topic
For more information, see Media types on page 377.

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Login
The Login command logs the agent into the Interaction Center. This command is permitted when the agent is logged out. The Login command forms the necessary association between the Siebel agent session and Avaya Agent. This command does not log the agent into an Automatic Call Distribution (ACD) split.

Parameter
This command has the following parameter. Name AgentID Value <UserName> Use the @UserName macro to obtain the Siebel agent login name that is passed as the value of the AgentID parameter. Defaults to empty string """" If specified, this parameter overrides the AICD configuration parameter Service:AgentPassword to allow per agent passwords. Optional? No Hybrid/Native Both

AgentPassword

Yes

Native

Logout
The Logout command logs the agent out of the Interaction Center. The Logout command is permitted when the agent is logged in.

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Avaya IC for Siebel Integration Guide May 2009 333 . the default is false. see About open data on page 229. Yes Hybrid/Native Both <Open> Related topic For more information. Name AgentID Value <UserName> Use the @UserName macro to obtain this value. MakeCall creates a voiceOut work item. Name Destination SuppressUAD Value An extension. If not supplied. and a destination is supplied. Parameters This command has the following parameters. Optional? No Hybrid/Native Both MakeCall The MakeCall command places an outgoing call. or queue Can be true or false. Optional? Yes Yes. phone number. If true.MakeCall Parameter This command has the following parameter. This command is permitted when the agent is connected to telephony services and is not already active on another call. agent ID. the presentation of the UAD is suppressed.

the default is false. Otherwise. the presentation of the UAD is suppressed. phone number. Optional? Yes Yes. If true. Media types This command is permitted on work items with the following media types when the call is active and not on hold: ● ● ● ● ● voice voiceAutoDial voiceOut voicePredictive voicePreview Related topic For more information. see Media types on page 377.Appendix B: AICD commands MuteTransferCall The MuteTransferCall command performs a one-step transfer of a call. also called a blind transfer. and a destination is supplied. Name Destination SuppressUAD Value An extension. or queue Can be true or false. a blind transfer for the work item specified by the TrackingID is performed. agent ID. see About open data on page 229. 334 Avaya IC for Siebel Integration Guide May 2009 . Parameters This command has the following parameters. Yes Hybrid/Native Both <Open> Related topic For more information. If the TrackingID is passed. a blind transfer of the current work item is performed. If not supplied.

agent ID. NewOpenData The NewOpenData command copies new open data to the open data container in the work item EDU. Optional? Yes Yes. Media type This command is permitted on work items with the email media type when the e-mail is active. Parameters This command has the following parameters. Name Destination SuppressUAD Value An extension. phone number.MuteTransferWork MuteTransferWork The MuteTransferWork command transfers an e-mail to another agent. Avaya IC for Siebel Integration Guide May 2009 335 . If not supplied. see About open data on page 229. a blind transfer of the current work item is performed. is performed for the e-mail work item specified by the TrackingID. The TrackingID of the work item must be specified. Related topic For more information. or queue Can be true or false. the default is false. and a destination is supplied. If true. a one-step. If the TrackingID is passed. Otherwise. or blind transfer. Yes Hybrid/Native Hybrid <Open> Related topic For more information. see Media types on page 377. the presentation of the UAD is suppressed.

see OnNewOpenData on page 358. except for the agent who originated the NewOpenData command. other agents on a conference call can be notified of the presence of the new open data. This behavior is controlled by the SendEvent parameter. the NewOpenData command can alert other components of the system that NewOpenData is available. The SendEvent parameter can be used to specify which parties should receive an event when the new open data is copied to the EDU. but the IC Agent Scripts for this agent receive notification. Nobody receives the OnNewOpenData event. No agents receive the OnNewOpenData event. Related topic For more information about the OnNewOpenData event. and can re-read the open data container in the EDU. For example. This can be a useful customization hook. and the Avaya IC agent is not notified. One of the following values: ● All ● JustMe ● NotMe ● JustIC ● None Optional? Yes Hybrid/Native Both SendEvent Yes. the default is None.Appendix B: AICD commands In addition to copying new data to the open data container in the EDU. <Open> No 336 Avaya IC for Siebel Integration Guide May 2009 . All JustIC JustMe None NotMe All agents monitoring the EDU receive the OnNewOpenData event. Only the agent who originated the NewOpenData command can receive the OnNewOpenData event. The following table describes the possible choices. If not specified. All agents receive the OnNewOpenData event. Parameters This command has the following parameters. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event.

You can access this function by selecting View > Communications > Recovery Pop from the Siebel menu. ReleaseWork The ReleaseWork command signals that the agent has completed Siebel wrap-up. Siebel performs a screen pop when the AICD presents the data for the current work item to Siebel. RecoveryPop The RecoveryPop command is provided in the out-of-the-box definition file in the form of a menu item in the Siebel menu.RecoveryPop Related topic For more information. Avaya IC for Siebel Integration Guide May 2009 337 . Parameters The RecoveryPop command has no parameters. Related topic For more information. This removes the work item from the agent work list. see About open data on page 229. This command is available for both Hybrid and Native Siebel configurations. see Media types on page 377. Media types This command is permitted on work items with all media types in any state.

7.Response View. The Communication Detail . The ReplyEmail command is generated. see the following topics: ● ● Media types on page 377 Wrap-up on page 75 ReplyEmail The ReplyEmail command begins the process of replying to an e-mail. 6. The ReplyEmail command works as follows: 1. The Communication Detail .Response View is popped when the agent receives e-mail. the current work item is sent a reply. 338 Avaya IC for Siebel Integration Guide May 2009 .Appendix B: AICD commands Parameter This command has the following parameter. The SendEmail command sends the e-mail message. Otherwise. Optional? Yes Hybrid/ Native Both Media types This command is permitted on work items with all media types when they are in Siebel wrap-up. The Communication Detail . 4. The agent selects either the Reply or Reply to All button. 8. When the agent is finished composing the reply e-mail. an e-mail for the work item specified by the TrackingID is sent a reply. Related topics For more information. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event.Response View is cleared and disabled. 3. The agent composes a reply e-mail. If the TrackingID is passed. the agent selects the Send button in the Communication Detail . 5. 2.Response View is enabled.

the e-mail work item specified by the TrackingID is resumed. and can also choose to compose another reply or forward the e-mail. ResumeEmail The ResumeEmail command removes an e-mail from its deferred status. Related topic For more information. or defer the original e-mail. see DeferEmail on page 315. Related topics For more information. Related topic For more information. see the following topics: ● ● ● SendEmail on page 341 ForwardEmail on page 319 CancelEmail on page 309 Parameter This command has the following parameter. Conceptually.ResumeEmail 9. Otherwise. Optional? Yes Hybrid/ Native Both Media type This command is permitted on work items with the email media type when the e-mail is active. transfer. this is similar to taking a call off hold. Avaya IC for Siebel Integration Guide May 2009 339 . The agent can again dismiss. the current work item is resumed. If the TrackingID is passed. see Media types on page 377. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event.

You can access this function from the Siebel menu. see Media types on page 377. Related topic For more information. You can access this function from the Siebel menu. Optional? No Hybrid/ Native Both Media type This command is permitted on work items with the email media type when the work item has been deferred. Parameters The ResetEmailChannel command has no parameters. This command is available only for Native Siebel configurations. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. 340 Avaya IC for Siebel Integration Guide May 2009 . ResetEmailChannel The ResetEmailChannel command is used to recover from an Email server or Blender server failure.Appendix B: AICD commands Parameter This command has the following parameter. ResetVoiceChannel The ResetVoiceChannel command is used to recover from a Telephony Server (TS) failure.

6. Parameter This command has the following parameter. The Communication Detail . When the agent is finished composing the e-mail. 2. The agent selects the Reply.Response View is popped when the agent receives e-mail. Optional? Yes Hybrid/ Native Both SendEmail The SendEmail command completes the process of replying to or forwarding an e-mail.SendDTMF This command is available only for Native Siebel configurations. Name <device ID> Value Sends DTMF tones using numeric values 0-9. SendDTMF The SendDTMF command sends numbers as Dual Tone Multi-Frequency (DTMF) tones. an e-mail for the work item specified by the TrackingID is used. 5. Parameters The ResetVoiceChannel command has no parameters. The Communication Detail . Otherwise. 3. The SendEmail command sends the e-mail message. Reply to All. If the TrackingID is passed.Response View. The agent edits the e-mail. the agent selects the Send button in the Communication Detail .Response View becomes enabled. the current work item is used. The SendEmail command works as follows: 1. 4. or Forward button. Avaya IC for Siebel Integration Guide May 2009 341 .

see the following topics: ● ● ● ReplyEmail on page 338 ForwardEmail on page 319 CancelEmail on page 309 Parameter This command has the following parameter if you are using the Siebel-first e-mail method. Optional? Yes Hybrid/ Native Both Media type This command is permitted on work items with the email media type when the agent is forwarding e-mail or sending a reply. The Communication Detail . The SendNewEmail command works as follows: 1. Related topic For more information. and can also choose to compose another reply or forward the e-mail again.Appendix B: AICD commands 7. 8. The agent is again permitted to dismiss. 342 Avaya IC for Siebel Integration Guide May 2009 . SendNewEmail The SendNewEmail command sends an e-mail. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event. or defer the original e-mail. see Media types on page 377.Response View is cleared and disabled. transfer. The agent presses the F9 key or selects the Initiate Email button to open the Send Email window. Related topics For more information.

This command is permitted when the agent is logged into the e-mail channel. Neither the selected nor the current work item is used. The agent chooses a work item from the Work Item drop-down list. The SendNewEmail command creates a new EDU. Name ActivityID <Open> Value Siebel ActivityID of the e-mail being sent. The agent composes the e-mail message and selects the Send button. 3. see About open data on page 265. Avaya IC for Siebel Integration Guide May 2009 343 . and no work item is specified using a TrackingID. Optional? No Yes Hybrid/ Native Both Related topic For more information. 5. 4. The SetCurrentWorkItem command is always permitted. SetCurrentWorkItem The SetCurrentWorkItem command sets the current work item to the work item that is specified by the TrackingID. Parameters This command has the following parameters.SetCurrentWorkItem 2. This results in a SetCurrentWorkItem command that changes the current work item to the new work item the agent has chosen and pops the screen accordingly. The Send button creates an activity record in Siebel and calls the SendNewEmail command. The SendNewEmail command retrieves the activity record from Siebel and sends the e-mail.

344 Avaya IC for Siebel Integration Guide May 2009 . Optional? No Hybrid/ Native Both SetEDUData The SetEDUData command allows the Siebel application to set data into a specified EDU. This command is not included with the out-of-the-box configuration but can be easily added into a custom configuration. Name TrackingID Value Tracking ID that identifies the work item and was supplied in the OnNewWorkItem event.Appendix B: AICD commands Parameter This command has the following parameter.

If the agent does not have a chat work item. If there is neither. This parameter can contain one of the following values: ● <EDUID> . Note: Avaya IC for Siebel Integration Guide May 2009 345 . Note: Indiscriminate use of this command can overwrite other useful status line data. If the agent does not have a call. If there is no hub EDU.for example.field1. the command returns an error.Used if the agent has a multi-media interaction. the command returns an error.subcontainer2. Name EDUID Value Tells the AICD which EDU to access for data. container1.Tells the AICD to retrieve the data for the EDU that is associated with a chat interaction. ● email . the command returns an error. ● hub . This data should be in the form of name-value pairs. If the agent does not have an e-mail. ● work .Tells the AICD to retrieve the data for the EDU that is associated with an e-mail interaction. The ShowStatusText command is always permitted. <Open> can include field names in sub-containers of the EDU .Tells the AICD to retrieve the data for an EDU that is associated with a voice interaction. The data written to the EDU. the command returns an error.Tells the AICD to retrieve the data for an EDU that is either chat or e-mail. Optional? Yes Hybrid/ Native Both <Open> Yes ShowStatusText The ShowStatusText command displays the specified text string in the Siebel thin client status line. You can specify multiple name-value pairs.The ID of the EDU ● chat . ● voice .ShowStatusText Parameters This command has the following parameters. the command returns an error.

If making the agent available for voice causes the agent to become available for all logged-in channels. VoiceUnavailable The VoiceUnavailable command makes the agent unavailable for voice work and places the agent in manual mode. the agent is also placed in automatic mode. The VoiceUnavailable command is permitted when the agent is: ● ● Available for incoming work Available for voice work 346 Avaya IC for Siebel Integration Guide May 2009 . Name StatusText Value Status text string that is displayed Optional? No Hybrid /Native Both VoiceAvailable The VoiceAvailable command makes the agent available for voice work. The VoiceAvailable command is permitted when the agent is: ● ● ● ● Available for incoming work Unavailable for voice work Logged into the voice channel Not in outbound mode Parameters The VoiceAvailable command has no parameters.Appendix B: AICD commands Parameter This command has the following parameter.

and not in outbound mode. Avaya IC for Siebel Integration Guide May 2009 347 . Parameters The WebAvailable command has no parameters. the agent is also placed in automatic mode. WebAvailable The WebAvailable command makes the agent available for Web work. The WebUnavailable command is permitted when the agent is available for incoming work. The WebAvailable command is permitted when the agent is: ● ● ● ● Available for incoming work Unavailable for Web work Logged into the chat channel Not in outbound mode This command is available only for Hybrid Siebel configurations. Parameters The VoiceUnavailable command has no parameters. If making the agent available for the Web causes the agent to become available for all logged-in channels.WebAvailable ● ● Logged into the voice channel Not in outbound mode This command is available for both Hybrid and Native Siebel configurations. This command is available only for Hybrid Siebel configurations. available for Web work. WebUnavailable The WebUnavailable command makes the agent unavailable for Web work and places the agent in manual mode. logged into the chat channel.

Appendix B: AICD commands

Parameters
The WebUnavailable command has no parameters.

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Appendix C: AICD events
This section includes the following topics:
● ●

About events on page 350 Event parameter groups on page 350 - Common event parameters on page 351 - Common call event parameters on page 351 - Common e-mail event parameters on page 352 - Common Web event parameters on page 352 - Open event parameters on page 352

- OnCallQueued on page 359 - OnCallRinging on page 359 - OnCallTransfer on page 360 - OnChangeCurrentWorkItem on page 360 - OnEmailCancel on page 361 - OnEmailDeferred on page 362 - OnEmailForward on page 363 - OnEmailReply on page 363 - OnEmailSend on page 364 - OnGetEDUData on page 365 - OnLoginAgent on page 365 - OnLogoutAgent on page 366 - OnNewOpenData on page 366 - OnNewWorkItem on page 367 - OnSiebelWrapUp on page 368 - OnWorkConference on page 369 - OnWorkConnect on page 369 - OnWorkDisconnect on page 370 - OnWorkItemRemove on page 371 - OnWorkTransfer on page 372

Events - OnAvayaAgentEvent on page 353 - OnCallAbandonded on page 354 - OnCallBusy on page 354 - OnCallConference on page 355 - OnCallConnect on page 355 - OnCallDisconnect on page 356 - OnCallDrop on page 356 - OnCallIncoming on page 357 - OnCallHold on page 357 - OnCallHoldReconnect on page 358

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Appendix C: AICD events

About events
An event notifies the Siebel Communications Server about a specific occurrence so that the Siebel Communications Server can take appropriate action. As a general rule, events are generated by occurrences that are controlled by Avaya IC. These are examples of occurrences that can generate events:
● ●

The agent sends e-mail or places a voice call. A customer sends an inbound Web chat message, e-mail, or voice call.

Event handlers in the Siebel definition file evaluate each event. Event responses provide the instructions to act on the evaluated event. The typical event response is to pop a Siebel screen - although many other event responses are possible, such as sending an Adaptive Interaction Center Driver (AICD) command. Events always flow from the AICD to the Siebel Communications Server.

Related topics
For more information, see any of the following topics:
● ● ● ● ● ●

Media types on page 377 Siebel definition file on page 88 Customizing the definition file on page 89 Customizing events on page 236 AICD commands on page 291 For a description of the Avaya IC events described in this appendix, for example TS.Hold, see Telephony Connectors Programmer Guide.

Event parameter groups
This section includes the following topics:
● ● ● ● ●

Common event parameters on page 351 Common call event parameters on page 351 Common e-mail event parameters on page 352 Common Web event parameters on page 352 Open event parameters on page 352

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Event parameter groups

Common event parameters
The following event parameters are common to most of the events described in this appendix. Name AgentID AgentExtension EDUID TrackingID Value The login ID for the Siebel agent. The extension for the agent, if the agent has one. The EDU ID of the work item. The TrackingID is a string that is generated by the AICD. The Tracking ID uniquely identifies the work item.

Common call event parameters
The following event parameters are common to some of the call-related events described in this appendix. Name ANI CallID DNIS OutboundCallNumber PrimaryANI PrimaryDNIS VoiceDirection Value The ANI supplied by the TS event. The call_ref_id supplied by the TS event. The DNIS supplied by the TS event. The outboundcallnumber placed in the EDU by the dialing kernel, if available. The PrimaryANI obtained from the EDU. The PrimaryDNIS obtained from the EDU. Indicates where the call originated. This will not change during the life of the call, including during transfers and conferences. VoiceDirection can have the following values: ● inbound ● outbound

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Common e-mail event parameters
The following event parameters are common to most of the email-related events described in this appendix. Name EmailActivityID Recipient Sender Subject Value A Siebel activity ID that identifies the row ID of the Siebel record for the e-mail. The e-mail address of the recipient. This will not be supplied if it is not available. The e-mail address of the sender. This will not be supplied if it is not available. The e-mail subject line. This will not be supplied if it is not available.

Common Web event parameters
The following event parameters are common to most of the Web-related events described in this appendix. Name UserName Value Login ID for the customer. If the user logged in as a guest, the format of this parameter is: guest_<UserNameDisplay>_<SomeUniqueString> For example: guest_Alice_23771953 UserNameDisplay The Login ID for the customer, or the name the guest supplied. If the user supplied the name, “Alice,” the value will be “Alice.”

Open event parameters
Events that have the <Open> parameter allow data attachments. In general, the <Open> parameters are allowed on most events that indicate that work has been delivered to the agent. For example, OnNewWorkItem and OnCallIncoming.

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OnAvayaAgentEvent

Related topic
For more information, see About open data on page 229.

OnAvayaAgentEvent
The OnAvayaAgentEvent is generated in response to a request by the Avaya Agent. The parameters are supplied in the request from Avaya Agent. The OnAvayaAgentEvent allows you to implement a custom driver event sent from Avaya Agent to the AICD and to the Siebel agent. This event is a placeholder. The actual event name can be passed as one of the event parameters. An arbitrary number of parameters can be passed from Avaya Agent to Siebel. The Avaya Agent script constructs and defines the contents of the event. This event can be used to call the event handler defined in the AICD.def file and cause some action within Siebel.

Related topic
For more information, see AvayaAgentCommand on page 303.

Parameter
OnAvayaAgentEvent accepts all parameters.

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OnCallAbandonded
This event is sent when a call has been abandoned before the call could be connected to an agent. The AICD sends OnCallAbandoned when it receives the TS.Abandoned event.

Parameters
The following parameters are supplied with the OnCallAbandoned event. Name NoInQueue Value The number_in_queue parameter from the TS.Abandoned event, if present.

Common event parameters on page 351 Common call event parameters on page 351

OnCallBusy
This event is sent when a call receives a busy signal. The AICD sends OnCallBusy when it receives the TS.Busy event.

Parameters
The following parameters are supplied with the OnCalBusy event. Name Common event parameters on page 351 Common call event parameters on page 351

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OnCallConference

OnCallConference
This event is sent when a conference call is successfully completed. The AICD sends OnCallConference when it receives the TS.Conference event.

Parameters
The following parameters are supplied with the OnCallConference event. Name OldCallID Value The CallID of the original call.

Common event parameters on page 351 Common call event parameters on page 351

OnCallConnect
This event is sent when a call is answered. The AICD sends OnCallConnect when it receives the TS.Connect event.

Parameters
The following parameters are supplied with the OnCallConnect event. Name Common event parameters on page 351 Common call event parameters on page 351

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Disconnect event. The dest parameter that is supplied with the TS. The AICD sends OnCallDisconnect when it receives the TS.Appendix C: AICD events OnCallDisconnect This event is sent when a call ends. Parameters The following parameters are supplied with the OnCallDrop event.Disconnect event. The call_ref_id supplied by the TS.Drop event. Name CallID DestinationNumber NoInQueue OriginatingNumber Value The call_ref_id supplied by the TS.Drop event. The orig parameter that is supplied with the TS. Parameters Name NoInQueue OldCallID Value The number_in_queue parameter from the TS.Drop event.Disconnect event. if present. Common event parameters on page 351 Common call event parameters on page 351 OnCallDrop This event is sent when a party is dropped from a call involving two or more parties. The AICD sends OnCallDrop when it receives the TS.Drop event.Disconnect event. Common event parameters on page 351 356 Avaya IC for Siebel Integration Guide May 2009 . The number_in_queue parameter from the TS. if present.

For more information. Avaya IC for Siebel Integration Guide May 2009 357 . The dest parameter that is supplied with the TS.IncomingCall event. OnCallHold This event is sent when an agent puts a call on hold. Name CalledNumber DestinationNumber NoInQueue OriginatingNumber Value The called parameter supplied by the TS.Incoming event.Hold event. if present. The AICD sends OnCallHold when it receives the TS.Incoming event.Incoming event. Parameters The following parameters are supplied with the OnCallIncoming event.Incoming event. The AICD sends OnCallIncoming when it receives the TS. Common event parameters on page 351 Common call event parameters on page 351 Up to ten custom event parameters.OnCallIncoming OnCallIncoming This event is sent when an agent receives a call. see Customizing events on page 236. The orig parameter that is supplied with the TS. The number_in_queue parameter from the TS.

Hold event. Common event parameters on page 351 OnCallHoldReconnect This event is sent when an agent takes a call off hold. The AICD sends OnCallHoldReconnect when it receives the TS. The dest parameter that is supplied with the TS.Hold event. Name CallID Value The call_ref_id supplied by the TS. Common event parameters on page 351 358 Avaya IC for Siebel Integration Guide May 2009 .HoldReconnect event. Name CallID DestinationNumber Value The call_ref_id supplied by the TS. Parameters The following parameters are supplied with the OnCallReconnect event.Appendix C: AICD events Parameters The following parameters are supplied with the OnCallHold event.HoldReconnect event.

Ring event. but not yet answered. Name CallID NoInQueue Queue Value The call_ref_id supplied by the TS. The orig parameter that is supplied with the TS. Name DestinationNumber OriginatingNumber Value The dest parameter that is supplied with the TS. The queue parameter from the TS.Ring event. Common event parameters on page 351 OnCallRinging This event is sent when a call has been delivered to its destination.Ring event. Parameters The following parameters are supplied with the OnCallQueued event. if present. Common event parameters on page 351 Common call event parameters on page 351 Avaya IC for Siebel Integration Guide May 2009 359 .Queued event. The AICD sends OnCallRinging when it receives the TS.Queued event. The AICD sends OnCallQueued when it receives the TS.OnCallQueued OnCallQueued This event is sent when a call is placed into a queue.Queued event. The number_in_queue parameter from the TS. Parameters The following parameters are supplied with the OnCallRinging event.Queued event.

Parameters The following parameters are supplied with the OnCallTransfer event.Transfer event. The orig parameter that is supplied with the TS.Transfer event. 360 Avaya IC for Siebel Integration Guide May 2009 . or Chat list.Transfer event. Name DestinationNumber NoInQueue OldCallID OriginatingNumber Value The dest parameter that is supplied with the TS. The CallID of the original call.Transfer event. E-mail list. The number_in_queue parameter from the TS. Common event parameters on page 351 Common call event parameters on page 351 OnChangeCurrentWorkItem This event is sent when an agent changes the current work item. The AICD sends OnCallTransfer when it receives the TS. New work arrives and is automatically accepted. The current work item may be changed when: ● ● ● The agent selects another work item from the Work Item drop-down list. The agent double-clicks an item in the Call list. if present.Appendix C: AICD events OnCallTransfer This event is sent when a an agent successfully transfers a call.

and refer to the new current work item. Common event parameters on page 351 Common call event parameters on page 351 for media types webVoice and webIVChat.Response View is enabled. see Media types on page 377. 4. either the OnEmailReply or the OnEmailForward events are generated. The agent can compose a reply or forward an e-mail. Name Media Type Value Indicates the media type of the new current work item. 7. or defer the original e-mail. the agent cannot dismiss. 2. Avaya IC for Siebel Integration Guide May 2009 361 . To generate an OnEmailCancel event. Common e-mail event parameters on page 352 Common Web event parameters on page 352 for media types webVoice and webIVChat. The OnEmailCancel event is generated. When the agent selects the Reply.Response View is popped when the agent receives e-mail. the OnEmailCancel event is generated. The agent can dismiss. 3. or Forward buttons. or defer the original e-mail.Response View is cleared and disabled. Related topic For more information. 5. While the e-mail message is being composed. the following actions occur: 1. transfer. The Communication Detail . 9. OnEmailCancel When an agent cancels the composition of an e-mail reply or forwarding message. the Communication Detail . 8.OnEmailCancel Parameters The following parameters are supplied with the OnChangeCurrentWorkItem event. 6. The agent cancels the message by selecting the Cancel button from the Siebel toolbar. The CancelEmail command cancels the message. Reply to All. Depending on which button was selected. The Communication Detail . transfer.

Name <Open> All values that are in the open data container of the EDU. Related topic For more information. see DeferEmail on page 315.Appendix C: AICD events Parameters The following parameters are supplied with the OnEmailCancel event. the following actions occur: 1. The DeferEmail command defers the e-mail and generates the OnEmailDeferred event. Name Common event parameters on page 351 Common e-mail event parameters on page 352 362 Avaya IC for Siebel Integration Guide May 2009 . Parameters The following parameters are supplied with the OnEmailDeferred event. Common event parameters on page 351 Common call event parameters on page 351 OnEmailDeferred When an agent suspends work on an e-mail message. A DeferEmail command is generated 2.

The Communication Detail . The OnEmailReply event is generated. the following actions occur: 1. 4. Name Common event parameters on page 351 Common e-mail event parameters on page 352 OnEmailReply When the agent begins composing a reply e-mail message. 4.OnEmailForward OnEmailForward When the agent begins composing an e-mail message the agent wants forwarded. Parameters The following parameters are supplied with the OnEmailForward event.Response View is popped when the agent receives an e-mail. The Communication Detail . the following actions occur: 1. Avaya IC for Siebel Integration Guide May 2009 363 . The Communication Detail .Response View is enabled. 2. 3. The agent selects the Forward button on the Communication Detail . the OnEmailForward event is generated. 5. the ReplyEmail command is called. To generate an OnEmailForward event. The agent can edit the e-mail he or she wants forwarded. The ForwardEmail command is generated.Response View is popped when the agent receives an e-mail message. 3. 2. To generate an OnEmailReply event. 6. The Communication Detail . The OnEmailForward event is generated.Response View is enabled. the OnEmailReply event is generated. If the agent selects the Reply or the Reply to All buttons.Response View.

Response View is cleared and disabled. The agent can edit the e-mail.Response View is popped when the agent receives e-mail. The SendEmail command is called. 3. 7. or defer the original e-mail. Depending on which button was selected. or Forward buttons. the OnEmailSend event is generated. Compose another reply or forward the e-mail again. When the agent has finished composing the e-mail. the following actions occur: 1. 4.Response View is enabled. The agent can compose a reply e-mail message. The Communication Detail . 8. Parameters The following parameters are supplied with the OnEmailReply event. transfer. Name Common event parameters on page 351 Common e-mail event parameters on page 352 OnEmailSend When either an e-mail reply or an e-mail forward message is sent. The OnEmailSend event is generated. 2.Appendix C: AICD events 5. When the agent selects the Reply. 364 Avaya IC for Siebel Integration Guide May 2009 . either the OnEmailReply or the OnEmailForward events are generated. 6. To generate an OnEmailSend event. The Communication Detail . 5. the Communication Detail . the agent selects the Send button. 9. The agent is now permitted to do any of the following tasks: ● ● Dismiss. Reply to All.

This event returns the data from the EDU in name-value pairs. Parameters The following parameters are supplied with the OnGetEDUData event. Common event parameters on page 351 OnLoginAgent When the Siebel agent has successfully logged into Avaya IC. Common event parameters on page 351 <Open> All values that are in the open data container for the EDU.OnGetEDUData Parameters The following parameters are supplied with the OnEmailSend event. OnGetEDUData This event is the result of a successful call to GetEDUData. Name NewEmailActivityID Value The Siebel Activity ID of the new reply or forward e-mail. Name CommandID Value The value is passed in the GetEDUData command. the OnLoginAgent event is generated. Avaya IC for Siebel Integration Guide May 2009 365 .

OnNewOpenData When there has been a request to generate an OnNewOpenData event. The extension for the agent. Name AgentID AgentExtension Value The login ID for the Siebel agent. Parameters The following parameters are supplied with the OnLogoutAgent event. if the agent has one. if the agent has one.Appendix C: AICD events Parameters The following parameters are supplied with the OnLoginAgent event. This request originates with the NewOpenData command. Name AgentID AgentExtension Value The login ID for the Siebel agent. see the following topics: ● ● NewOpenData on page 335 About open data on page 229 366 Avaya IC for Siebel Integration Guide May 2009 . the OnLogoutAgent event is generated. The extension for the agent. the OnNewOpenData event is generated. Related topics For more information. OnLogoutAgent When the Siebel agent has logged out of Avaya IC.

Name Cause Value Indicates the source of this work item. Can be one of the following values: ● Yes ● No Indicates the Media types of the new current work item. Indicates whether this is the first time this work item is being popped. The open data parameters in conjunction with the MediaType are typically used to determine which screen to pop. the bookmark screen is popped.def file contains many examples of popping the screen based on parameters that are available through open data in conjunction with the MediaType. If the SiebelViewBmk parameter is included.OnNewWorkItem Parameters The following parameters are supplied with the OnNewOpenData event. InitialPop Media Type Avaya IC for Siebel Integration Guide May 2009 367 . For example. Name TrackingID Value A string generated by the AICD that uniquely identifies the work item. The AICD. <Open> All values that are in the open data container of the EDU. OnNewWorkItem When the agent receives a new work item and indicates that the work item should be popped. the OnNewWorkItem event is generated. Information about the cause parameter on page 368. SiebelViewBmk can be passed as an open data parameter. Parameters The following parameters are supplied with the OnNewWorkItem event. Can be one of the following values: ● NEW ● TRANSFER ● CONFERENCE Also see.

the OnSiebelWrapUp event is generated. The OnCallDisconnect event is generated. The cause field can also be inaccurate on non-Avaya communication servers. Information about the cause parameter The cause parameter is accurate for all consultative transfers on Avaya communication servers. the agent sends the ReleaseWork command to release the work item. This may occur on blind transfer to queue scenarios where the transferred-to agent is not available until after the blind transfer completes. as long as the transferring agent remains on the call until the call arrives at the transferred-to agent. see Customizing events on page 236. The OnCallDrop event indicates that the customer hung up. 368 Avaya IC for Siebel Integration Guide May 2009 . in some blind transfers on Avaya communication servers. only the ReleaseWork command is permitted. the following commands and events could occur if Siebel wrap-up was enabled and the customer contact hung up the call: 1. Up to ten custom event parameters. 2. This includes transfer to queue.Appendix C: AICD events Name Value Common event parameters on page 351 Common call event parameters on page 351 for media types webVoice and webIVChat. However. OnSiebelWrapUp events are generated only if the wrap-up type for the agent is administered as Siebel and wrap-up is enabled for the agent. When the agent has completed all final actions. For more information. <Open> All values that are in the open data container of the EDU. the cause field will have a NEW value even for the transferred call. OnSiebelWrapUp When the work item is going into Siebel wrap-up. For example. cause may be NEW for a transferred call. 3. Example: For a work item of media type voice. The agent receives the OnSiebelWrapUp event. The agent could perform any final actions related to the work item. Common e-mail event parameters on page 352 Common Web event parameters on page 352 for media types webVoice and webIVChat. 4. At this point.

the OnWorkConference event is generated. This can occur when an agent does the following tasks: ● ● Accepts the work item Removes an e-mail work item from its deferred status Avaya IC for Siebel Integration Guide May 2009 369 .OnWorkConference Related topics For more information. OnWorkConference When another agent is conferenced into a Web chat. Name Common event parameters on page 351 Common Web event parameters on page 352 OnWorkConnect When either an e-mail or a Web chat is connected. the OnWorkConnect event is generated. see the following topics: ● ● ● ● Wrap-up on page 75 ReleaseWork on page 337 OnCallDisconnect on page 356 OnCallDrop on page 356 Parameters The Common event parameters on page 351 are supplied with the OnSiebelWrapUp event. Parameters The following parameters are supplied with the OnWorkConference event. The chat can be a combined voice-chat interaction.

Parameters The following parameters are supplied with the OnWorkConnect event. see the following topics: ● ● OnCallDisconnect on page 356 OnWorkItemRemove on page 371 370 Avaya IC for Siebel Integration Guide May 2009 . Name Common event parameters on page 351 Common e-mail event parameters on page 352 Common Web event parameters on page 352 <Open> All values that are in the open data container of the EDU. Related topic For more information. the work item is still present at the agent desktop until the agent gets an OnWorkItemRemove event. Related topics For more information. see OnCallConnect on page 355. the OnWorkDisconnect event is generated. if wrap-up is enabled. and indicates that both the agents and the customer contact are active on the work item. Although it is disconnected.Appendix C: AICD events ● Cancels an e-mail reply or message about to be forwarded This event is similar to OnCallConnect. OnWorkDisconnect When either an e-mail or a Web chat is disconnected. This is similar to OnCallDisconnect. The OnWorkDisconnect event occurs prior to the agent entering wrap-up. and indicates that neither the agents nor the customer contact are connected on the work item.

OnWorkItemRemove Parameters The following parameters are supplied with the OnWorkDisconnect event. the OnWorkItemRemove event is generated. see the following topics: ● ● OnWorkDisconnect on page 370 OnNewWorkItem on page 367 Avaya IC for Siebel Integration Guide May 2009 371 . and optionally an OnSiebelWrapUp event. Name Common event parameters on page 351 Common e-mail event parameters on page 352 Common Web event parameters on page 352 <Open> All values that are in the open data container of the EDU. OnWorkItemRemove When the work item is removed from the Siebel toolbar. Additional parameters can be passed if the original work item was of MediaType=web and it transitioned to MediaType=webVoice or MediaType=webIVChat while it was active at the agent desktop. This is the final event for the work item. and is preceded by an OnWorkDisconnect event. Related topics For more information. The parameters that were passed when the OnNewWorkItem event was generated are passed when the OnWorkItemRemove event is generated.

InitialPop Media Type Common event parameters on page 351 Common call event parameters on page 351 for media types webVoice and webIVChat. Name Cause Value Indicates the source of this work item. doing so will not generate an OnWorkTransfer event. Common e-mail event parameters on page 352 Common Web event parameters on page 352 for media types webVoice and webIVChat. To simulate the chat transfer. Up to ten custom event parameters. There will be an OnWorkConference event when the chat is conferenced. 372 Avaya IC for Siebel Integration Guide May 2009 . OnWorkTransfer When an e-mail is transferred. see Customizing events on page 236. Although a webVoice or webIVChat work item can be transferred. For more information. Indicates whether this is the first time this work item is being popped. <Open> All values that are in the open data container of the EDU. Can be one of the following values: ● NEW ● TRANSFER ● CONFERENCE Also see. so the chat transfer is simulated. Web chat transfers are not supported by Avaya IC. the OnWorkTransfer event is generated.Appendix C: AICD events Parameters The following parameters are supplied with the OnWorkItemRemove event. Can be one of the following values: ● Yes ● No Indicates the Media types of the new current work item. the Web portion of the work item is conferenced and the original agent is dropped from the conference. but there will not be an OnWorkTransfer event. When a webVoice or webIVChat is transferred. the voice portion of the work item is transferred first. Information about the cause parameter on page 368.

Parameters The following parameters are supplied with the OnWorkTransfer event. Name Common event parameters on page 351 Common e-mail event parameters on page 352 Common Web event parameters on page 352 Avaya IC for Siebel Integration Guide May 2009 373 . see OnWorkConference on page 369.OnWorkTransfer Related topic For more information.

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Diverted TS.Logout TS.Connect TS.Ring TS.HoldReconnect TS.Conference TS.Drop TS.Ready TS.Busy TS.SessionFailed TS.AgentOtherWork TS.Disconnect TS.Transfer AICD event OnCallAbandoned Not supported Not supported OnCallBusy OnCallConference OnCallConnect OnCallDisconnect Not Supported OnCallDrop OnCallHold OnCallHoldReconnect OnCallIncoming Not Supported Not Supported Not Supported OnCallRinging Not Supported OnCallTransfer Avaya IC for Siebel Integration Guide May 2009 375 .AuxWork TS.IncomingCall TS. Voice connector event TS.Appendix D: TS call events The following table lists the call events that are generated as Siebel events and the corresponding Telephony Server (TS) event names.Hold TS.Abandoned TS.Login TS.

Appendix D: TS call events 376 Avaya IC for Siebel Integration Guide May 2009 .

An outbound contact auto-dial mode. An inbound chat. An inbound PBX call originated by a customer. An outbound contact preview mode call. Hybrid/Native Both Both Hybrid voiceOut voicePredictive Hybrid Hybrid voicePreview Hybrid web webIVChat webVoice Hybrid Hybrid Hybrid Avaya IC for Siebel Integration Guide May 2009 377 . The agent is notified before the PBX makes the call. Multimedia with inbound chat and Public Switched Telephone Network (PSTN) call. The PBX calls the customer and notifies the agent about the call as the call is dialing. An outbound PBX call originated by an agent. The PBX automatically initiates an outgoing call. The agent reviews the customer information at the same time that the PBX is placing the outbound call to the customer. Media type email voice voiceAutoDial Definition An inbound e-mail.Appendix E: Media types The following table describes the supported media types. the call is routed to an available agent. If the customer answers. An outbound contact predictive mode call. Multimedia with inbound Chat & VoIP call. This gives the agent the opportunity to review customer data before the PBX places the call.

Appendix E: Media types 378 Avaya IC for Siebel Integration Guide May 2009 .

see the following topics: ● ● ● EAI server on page 59 Siebel palette blocks on page 94 Integration objects on page 84 Before you begin This appendix assumes that you have installed the Avaya IC EAI Objects.sif.Appendix F: EAI Get and Put operations This section describes the integration objects contained within the Get Data and Put Data blocks. and one for the response from Siebel to Avaya IC. This section includes the following topics: ● ● ● ● About customizing Get operations on page 379 About customizing Put operations on page 380 About attachments on page 381 Get and Put Data on page 383 Related topics For more information. Each integration object has a unique format written in eXtensible Markup Language (XML) that conforms to a Document Type Definition (DTD). Avaya IC for Siebel Integration Guide May 2009 379 . About customizing Get operations To customize Get operations. you need the following information. see the Siebel documentation. Related topics For more information. You can customize your system by changing the content passed in the messages without changing the DTD. see the following topics: ● ● Installing a custom integration object on page 167 For more information about Avaya IC EAI Objects. Each integration object contains a pair of messages: one for the request from Avaya IC to Siebel.

Description is a name for the Put Action integration object. capitalization. The data returned by Siebel will have the form shown in the structure figures. For example. In general. These are the names described in the Put structure figures in this appendix. There are no required fields for Get operations. The data returned by Siebel will have the form shown in the structure figures. Required fields The required fields for each Siebel integration object are shown in the structure figures. this is the exact name you must specify when making the Get request. About customizing Put operations This section includes the following topics: ● ● Names on page 380 Required fields on page 380 Names To customize Put operations. Action. and spelling must match exactly or the request will return an error.Put Action integration object contains the following required primary fields: 380 Avaya IC for Siebel Integration Guide May 2009 . For example. you need the following information.Appendix F: EAI Get and Put operations Integration object name: Always type the integration object name accurately. this is the name of the field that will be populated with data. Contact. The data type and number of digits must agree with what Siebel is expecting. these fields must be supplied and contain data that conforms to what Siebel expects. marked with a star. For example. the Avaya IC . Name : For Put operations. Spaces. Spaces. Query key name : For Get operations. These are the names described in the Get structure figures in this appendix. A telephone number is passed as data with this query key name. Integration object name: Always type the integration object name accurately. capitalization.HomePhone is a query key name for the Get Contact integration object. and spelling must match exactly or the request will return an error.

About attachments Along with the integration object figures in this appendix. Each of these MVGs needs a separate integration component definition. However. Type: Siebel will validate that this field was supplied and also validate that the text of this field conforms to a valid Siebel activity type. Use Siebel Tools to examine the field mapping for the integration object and Siebel business component requirements for the data. Integration objects can sometimes pass documents as attachments to and from Siebel.Put Action integration object also contains other required fields. However. The Avaya IC . Avaya recommends that you supply the data <new> as a placeholder so that the Siebel validation works. you will also see a chart stating whether or not the integration object allows attachments. you must create another business object and an integration object based on the business object. along with the Get and Put requests. a different Id will actually be created for the activity record. they are required only when passing a ListOfActionAttachment or ListOfAction_Contact. Description : Siebel will validate that this field was supplied and populate the Description field of the activity.About attachments Id : Siebel will validate that this field was supplied. This section includes the following topics: ● ● Example on page 382 Procedure on page 382 Avaya IC for Siebel Integration Guide May 2009 381 . and its parent as its child component. Each field defined for an integration component maps to a field in the MVG. When you have a requirement to execute a query on just a multi-value field. The integration object must have the MVG as a root component. Keep in mind that Siebel has restrictions on the length of the Description field data. Creating an integration object to query on a multi-value field Out-of-the-box Integration Objects have Multi Value Groups (MVGs).

see the Siebel documentation. 382 Avaya IC for Siebel Integration Guide May 2009 . Result: The integration object hierarchy should look like the following figure. see the Siebel documentation. Create the integration object using the business object you created in Step 1. 2. 6. Reference: For more information about creating an integration object. Reference: For more information about creating a business object. 5. Reference: For more information. Procedure To create an integration object to query on a multi-value field: 1.Appendix F: EAI Get and Put operations Example A query on Account State using the Avaya IC . see Roadmap for creating integration objects in the Avaya IC for Siebel 8 Integration guide. Create a link with BusinessAddress as the parent business component and Account as the child business component. You can query for all accounts that fall under that state by creating an integration object. 4. 3.Get Account integration object does not return all accounts that fall under that state. Change the Avaya IC workflow to send the right parameters to the EAI server. Activate or inactivate the fields in the integration object per the requirement. Associate the link with the business object. Create a business object with BusinessAddress as the parent business component.

This section includes the following topics: ● ● Get Action query keys from Avaya IC to Siebel on page 383 Get Action responses from Siebel to Avaya IC on page 384 Get Action query keys from Avaya IC to Siebel The following figure shows the out-of-the-box query keys that Avaya IC requests from Siebel for data transfers using the Avaya IC . Avaya IC for Siebel Integration Guide May 2009 383 .Get and Put Data Get and Put Data Get Data and Put Data blocks contain the following integration objects: ● ● ● ● ● ● ● ● ● ● ● Get Action on page 383 Put Action on page 385 Get Account on page 386 Get Contact and Put Contact on page 388 Get Service Request on page 390 Put Service Request on page 392 Get Order Entry on page 393 Put Order Entry on page 394 Put Opportunity on page 395 Get Quote on page 396 Put Quote on page 398 Get Action The Get Action integration object retrieves information from the Siebel database about actions that agents took in response to previous contacts with this customer.Get Action integration object.

Appendix F: EAI Get and Put operations Get Action responses from Siebel to Avaya IC The following figure shows the out-of-the-box fields that Avaya IC receives from Siebel for data transfers using the Avaya IC . * Required field 384 Avaya IC for Siebel Integration Guide May 2009 .Get Action integration object.

Get and Put Data Put Action The Put Action integration object requests Siebel to store information in the Siebel database about the current actions that an agent took in response to a customer contact. Avaya IC for Siebel Integration Guide May 2009 385 . The following figure shows the out-of-the-box fields that Siebel receives from Avaya IC for data transfers using the Avaya IC .Put Action integration object.

386 Avaya IC for Siebel Integration Guide May 2009 .Appendix F: EAI Get and Put operations Get Account The Get Account integration object retrieves customer billing information from the Siebel database. This section includes the following topics: ● ● Get Account query keys from Avaya IC to Siebel on page 386 Get Account responses from Siebel to Avaya IC on page 387 Get Account query keys from Avaya IC to Siebel The following figure shows the out-of-the-box query keys that Avaya IC requests from Siebel for data transfers using the Avaya IC .Get Account integration object.

Get and Put Data Get Account responses from Siebel to Avaya IC The following figure shows the out-of-the-box fields that Avaya IC receives from Siebel for data transfers using the Avaya IC .Get Account integration object. Avaya IC for Siebel Integration Guide May 2009 387 .

This section includes the following topics: ● ● Get Contact query keys from Avaya IC to Siebel on page 388 Get and Put Contact responses from Siebel to Avaya IC on page 389 Get Contact query keys from Avaya IC to Siebel The following figure shows the out-of-the-box query keys that Avaya IC requests from Siebel for data transfers using the Avaya IC . 388 Avaya IC for Siebel Integration Guide May 2009 .Appendix F: EAI Get and Put operations Get Contact and Put Contact The Avaya IC . The Avaya IC .Put Contact integration object requests Siebel to store identification and communication information into the Siebel database.Get Contact integration object retrieves identification and communication information for the current contact from the Siebel database.Get Contact integration object.

Avaya IC for Siebel Integration Guide May 2009 389 .Get and Put Contact integration objects.Get and Put Data Get and Put Contact responses from Siebel to Avaya IC The following figure shows the out-of-the-box fields that Avaya IC receives from Siebel for data transfers using the Avaya IC .

Get Service Request integration object retrieves information from the Siebel database about services that the agent’s company provided to the customer.Get Service Request integration object. This section includes the following topics: ● ● Get Service Request query requests from Avaya IC to Siebel on page 390 Get Service Request responses from Siebel to Avaya IC on page 391 Get Service Request query requests from Avaya IC to Siebel The following figure shows the out-of-the-box query keys that Avaya IC requests from Siebel for data transfers using the Avaya IC . 390 Avaya IC for Siebel Integration Guide May 2009 .Appendix F: EAI Get and Put operations Get Service Request The Avaya IC .

Avaya IC for Siebel Integration Guide May 2009 391 .Get Service Request integration object.Get and Put Data Get Service Request responses from Siebel to Avaya IC The following figure shows the out-of-the-box fields that Avaya IC receives from Siebel for data transfers using the Avaya IC .

Appendix F: EAI Get and Put operations Put Service Request The Put Service Request integration object requests Siebel to store information in the Siebel database about services that the agent provided to the customer.Get Service Request integration object. The following figure shows the out-of-the-box fields that Avaya IC requests to Siebel for data transfers using the Avaya IC . 392 Avaya IC for Siebel Integration Guide May 2009 .

Get and Put Data Get Order Entry The Get Order Entry integration object retrieves information from the Siebel database about customer purchases. This section includes the following topics: ● ● Get Order Entry query requests from Avaya IC to Siebel on page 393 Get Order Entry responses from Siebel to Avaya IC on page 394 Get Order Entry query requests from Avaya IC to Siebel The following figure shows the out-of-the-box query keys that Avaya IC requests from Siebel for data transfers using the Avaya IC .Get Order Entry integration object. Avaya IC for Siebel Integration Guide May 2009 393 .

Appendix F: EAI Get and Put operations

Get Order Entry responses from Siebel to Avaya IC
The following figure shows the out-of-the-box fields that Avaya IC receives from Siebel for data transfers using the Avaya IC - Get Order Entry integration object.

Put Order Entry
The Put Order Entry integration object requests Siebel to store customer purchase information in the Siebel database.

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Get and Put Data

The following figure shows the out-of-the-box fields that Avaya IC requests to Siebel for data transfers using the Avaya IC - Put Order Entry integration object.

Put Opportunity
The Put Opportunity integration object requests Siebel to store sales contact information in the Siebel database.

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The following figure shows the out-of-the-box fields that Avaya IC requests to Siebel for data transfers using the Avaya IC - Put Opportunity integration object.

Get Quote
The Get Quote integration object retrieves price-quote information from the Siebel database. This section includes the following topics:
● ●

Get Quote query requests from Avaya IC to Siebel on page 396 Get Quote responses from Siebel to Avaya IC on page 397

Get Quote query requests from Avaya IC to Siebel
The following figure shows the out-of-the-box query keys that Avaya IC requests from Siebel for data transfers using the Avaya IC - Get Quote integration object.

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Get Quote responses from Siebel to Avaya IC
The following figure shows the out-of-the-box fields that Avaya IC receives from Siebel for data transfers using Get Quote integration object.

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Put Quote
The Put Quote integration object requests Siebel to store price-quote information in the Siebel database. The following figure shows the out-of-the-box fields that Avaya IC requests to Siebel for data transfers using the Avaya IC - Put Quote integration object.

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Appendix G: Driver parameters
This section includes the following topics:
● ●

About driver parameters on page 399 AICD driver parameters on page 400

About driver parameters
This section contains the AICD driver parameters you need to set for a successful integration. Use IC Manager The Communications Drivers and Profiles view in the Siebel Communications Administration window To set the following driver parameters
● ●

Error logging levels Server name

Error logging levels for the agent log files Size of Thread Pool Siebel Configuration Name IC Domain IC UUID ServerMode

Related topics
For information about setting driver parameters, see:
● ●

IC Administration Volume 1: Servers & Domains The Siebel documentation

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Appendix G: Driver parameters

AICD driver parameters
The supported AICD driver parameters for the Siebel Communications Server are described in the following table. When setting up log files for agents, the only driver parameters you can set are the parameters with the name Service: as a prefix. All AICD driver parameters are optional, but may be required based on your specific needs. Driver parameter name Driver:ConfigurationName Default value N/A Description The ConfigurationName is any string unique to the Siebel configuration and connected to the AICD. This driver parameter makes it possible for a single AICD library instance within a single Siebel Communications Server to support multiple configurations as long as multiple AICD servers have been configured in Avaya IC Manager. To use this parameter correctly, you will need to have multiple AICD configurations in Siebel. Do the following steps: 1. Import the AICD.def file excluding the Drivers and Profiles into all but the first configuration. 2. Create multiple profiles for that AICD driver and correspondingly associate them with the AICD configurations. You can now use this parameter as an AICD driver parameter and. override the parameter with unique values in various AICD profiles The InitialThreadCount is the number of threads created at driver start-up to process agent requests. Generally, the more agents you have serviced by this AICD, the higher you want this number. However, having excess threads will increase your server CPU overhead. On all platforms, this has a minimum value of 8 and a maximum value of 64. The ServerDomain establishes a filter for the identity of the AICD to the Avaya IC server. Normally, the driver automatically gets the server UUID from the vesp.imp file. However, if this parameter is specified, only those UUIDs that match the specified domain are chosen as a possible identity. Specifies whether the AICD runs in Hybrid Siebel (Hybrid) or Native Siebel (Native) mode.

Driver:InitialThreadCount

8

Driver:ServerDomain

N/A

Driver:ServerMode

Hybrid

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Driver parameter name Driver:ServerUUID

Default value N/A

Description The ServerUUID explicitly establishes the identity of the AICD to the Avaya IC server. Normally, the driver automatically gets the server UUID from the vesp.imp file. However, if this parameter is given, the specified UUID overrides any other UUID that the AICD has automatically chosen. Use this parameter with caution. Specifies the Avaya IC agent password used during the ASIS.Login request. This parameter applies only when Driver:ServerMode = Native. The value specified here can be overwritten by the Login command parameter AgentPassword. If true, the agent-specific file is flushed from memory to the disk for every log statement. Setting this to true is likely to slow down the performance of the AICD. If true, errors are logged to an agent-specific file. If true, warnings are logged to an agent-specific file. If true, information messages are logged to an agent-specific file. If true, debugging information is logged to an agent-specific file.

Service:AgentPassword

<Empty String>

Service:TraceLevelFlush

false

Service:TraceLevelUsr1 Service:TraceLevelUsr2 Service:TraceLevelUsr3 Service:TraceLevelUsr4

false false false false

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A complete software system for contact centers that routes and manages inbound and outbound agent-customer interactions. An individual who handles inbound or outbound customer contacts through phone calls. e-mails. These interactions can occur across multiple media channels including voice. including information about each media channel and any active contacts assigned to the agent. The agent state in which the agent is ready to receive another contact through the media channels. Also called Avaya Agent Desktop. The Avaya Agent is displayed on agent desktops as a framework containing tabs and panes and their controls. and can be a member of one or more workgroups. Each agent is associated with one or more media channels through their login IDs. such as task lists. The record contains information about agent activities during the Avaya Agent session. ADU agent Agent Data Unit AICD Agent Server for Integration with Siebel ASIS auto-acknowledgement auto-response available state Avaya Agent Avaya Agent Desktop Avaya IC Avaya Interaction Center Avaya IC for Siebel Integration Guide May 2009 403 . e-mail. and chat sessions. A record created each time an agent logs into Avaya IC. See Adaptive Interaction Center Driver. e-mails. or Web chats. ASIS handles requests and event communication for all agents. The client application that enables agents to handle customer contacts via incoming and outgoing phone calls. An e-mail automatically sent in response to e-mail from a customer that acknowledges the receipt of the message. A Siebel-specific component of Avaya IC that Is used in place of the Avaya Agent application in a Native integration with Siebel. and is also responsible for managing some aspects of the Siebel Communications Toolbar user interface. An e-mail automatically sent in response to e-mail from a customer that is based on the Content Analysis of the e-mail.Glossary Adaptive Interaction Center Driver Avaya-provided driver that runs under the Siebel Communications Server. See Agent Server for Integration with Siebel. See Avaya Agent. and Web chat. See Avaya Interaction Center. The Adaptive Interaction Center Driver (AICD) coordinates the delivery of work between Avaya IC and Siebel agents. See Agent Data Unit.

e-mail. An architecture that enables servers to communicate with one another regardless of the programming language in which they were written or the operating system on which they run. Based on this analysis. The interaction can occur by phone. See Console Design Layout file. (1) In Avaya IC. or employees. See Siebel Communications server. the actual Content Analysis is performed by Siebel. and chat media channels for the purpose of communicating with customers. A system in which users can exchange typed messages in real-time over a computer network or the internet. e-mail. This type of transfer allows the transferring agent to communicate with the person receiving the work item before completing the transfer. the Web Agent provides the interface that agents use to handle their chat contacts after selecting them from either the Avaya Agent chat task list or the Siebel work item list. vendors. For this integration. the term contact refers to a business object or component that typically represents a customer. A server on the Avaya IC system that controls agent availability across different channel types. A two-step transfer of a work item. or chat. and monitors ADU change events. A one-step transfer of a work item. The Blender server can also be configured to raise alarms or run flows when agent or queue ADU thresholds are exceeded. For this integration.Avaya Web Agent Avaya Web Agent The GUI desktop application used by agents to interact with customers using Web management features. Avaya Web Agent supports only chat contacts. See workflow. The Blender server is pre-configured to run workflows when any agent state changes. An automated analysis of e-mail that determines the topic and language of the e-mail. Content Analysis 404 Avaya IC for Siebel Integration Guide May 2009 . Fully integrated into the Avaya Agent. or a request for such interaction. an event consisting of an interaction between a customer and an agent. automated responses are sent to customers. There is no consult phase for this type of transfer. Blender server blind transfer block CDL chat Common Object Request Broker Architecture Communications server Console Design Layout file consultative transfer contact contact center A single site or multiple sites at which contacts are received and answered on voice. A file that specifies the Avaya Agent screen layout. or to agents for final approval. (2) In Siebel applications. VESP (Voice Enhanced Services Platform) is the CORBA implementation used in Avaya IC.

A caller is placed in a wait state. the desktop user interface consists of a Siebel call center internet browser window and an Avaya Agent task bar window. Through workflows.voice. which represent agents rather than customers. The integration of Avaya IC with Siebel allows you to use the customer management features in the Siebel software and the features in Avaya IC that automate the processing of customer contacts. A computer with two or more IP addresses. Thin-client Siebel provides the entire desktop user interface for an Avaya IC for Siebel integration. Avaya IC stores all information related to a particular contact in the Electronic Data Unit (EDU). A server that integrates with SMTP and POP3 servers. Every machine that runs servers must have an ORB Server running. Calls or e-mail sent to a prospect or customer from a contact center. A term previously used by Siebel that is synonymous with blind transfer. See Content Analysis. e-mail. See workflow. In an Avaya IC for Siebel integration. e-mail. Avaya IC provides voice and e-mail work item routing and data collection reporting that occurs in the background. The ORB Server can start. from the customer to the agent. All channels. See Siebel definition file. including voice. A call offered to a route or service from an external carrier. See Enterprise Application Integration server. and chat are supported in this type of integration. See Electronic Data Unit. A new Siebel component located within Avaya IC that accepts workflow blocks on Avaya IC to perform operations that read and write data to and from the Siebel database. The method by which contacts enter Avaya IC . of e-mails that come into the Avaya IC system. The IC Email server also manages all polling and forwarding. the delivery of automatic replies. this server also handles the filtering of spam. Similar to the Agent Data Unit. and the management of traffic flow to external agents and approval agents. and monitor the status of any server on its machine.outbound CORBA definition file EAI server Enterprise Application Integration server EDU Electronic Data Unit See Common Object Request Broker Architecture. See blind transfer. e-mail Content Analysis flow Hybrid Siebel configuration IC Email server incoming call media channel multihomed host mute transfer Native Siebel configuration on hold ORB Server outbound Avaya IC for Siebel Integration Guide May 2009 405 . and Web chat. A record maintained by Avaya IC about a contact from a customer. stop. An Avaya IC server that controls and maintains other servers.

or popped. such as the Adaptive Interaction Center Driver (AICD). and a Software Support queue. The Siebel Adaptive Communications API (SCAPI) interface is a C-Language function call interface that passes work item events from the AICD to Siebel. A term used to describe how contact information is displayed in the Siebel Application Window in response to either new work being delivered to the agent or work being accepted by the agent. The definition file also controls the commands passed from Siebel to the AICD. A Siebel proprietary language that describes the rules associated with how events and commands are processed and passed between Siebel and the Adaptive Interaction Center Driver (AICD). A Siebel server that supports communication-related functions between the Siebel client PCs and application-specific drivers. Also called . Typically a new screen or view that is associated with the incoming contact is presented. A Siebel driver interface that the Adaptive Interaction Center Driver (AICD) use to communicate to Siebel. The SCAPI interface is located on the Siebel system. See Siebel Adaptive Communications API. For example. a Software Sales queue. there may be a Hardware Sales queue. the agent selects the most appropriate response and sends it to the customer. The following servers and drivers are considered Siebel integration servers: ● ● ready state SCAPI screen pop shared browsing Siebel Adaptive Communications API Siebel Communications server Siebel definition file Siebel Desktop Siebel integration servers Adaptive Interaction Center Driver (AICD) Enterprise Application Integration (EAI) server suggested response E-mail responses that are generated automatically. See available state. each containing agents who handle a particular type of issue. A set of features used during a chat session that enable the browsers for agents and customers to be synchronized so that they display the same Web pages simultaneously. often with similar skills or knowledge. When an agent receives an e-mail contact for which a set of suggested responses have been generated. The agent also uses the Siebel Desktop to control the media through the Siebel Communications Toolbar. In Siebel. 406 Avaya IC for Siebel Integration Guide May 2009 . server.def file. after Content Analysis. Also called Siebel Comm. to which customer contacts are routed in a contact center. such as what Siebel screen to pop. Servers that were created specifically for the Avaya IC for Siebel integration. A customizable graphical user interface (GUI) that hosts the Siebel application and runs in a browser.queue queue A group of agents. and work item commands from Siebel to the AICD. screen pops are usually driven from driver events and the associated rules in the Siebel definition file that define the Siebel views to present to the agent. to the agent. and the data items that should be queried from the Siebel database. a Hardware Support queue. The definition file determines Siebel desktop behavior.

an agent can complete the transaction and may be required to enter reason codes or complete a script. Each workgroup can contain one or more agents and queues as well as other workgroups.wrap-up Telephony Server A server on Avaya IC that monitors calls. See Unified Agent Directory. (2) In Siebel. workgroup wrap-up Avaya IC for Siebel Integration Guide May 2009 407 . For example. If a customer calls. resulting in better use of resources and more efficient management. every contact a customer makes to an agent and vice versa is represented by a work item. (1) In Avaya IC. who are agents assigned the role of supervisor. and Web chat contacts. Integrators can use the Avaya IC Workflow Designer to modify the out-of-the-box workflows. and controls the routing of telephony requests. an external agent. and custom contact lists. However. another agent. a Web chat + call is one work item. conference. or make call operations. See Telephony Server. Also called flows. then sends e-mail. During wrap-up. A set of agents and queues. every entry in the Siebel Communications Toolbar Work Item Drop-Down List represents a unique work item. Workflows are flowcharts that consist of a series of connected blocks. TS UAD Unified Agent Directory work item workflow A script that defines a sequence of steps the system performs when handling voice. The order of the blocks in the workflow determines the order in which the steps are performed. and then participates in a Web chat. multi-media contacts are combined into one work item. structured hierarchically. e-mail. each of these contacts is considered a separate work item. queues. Workgroups enable the pooling of agents and queues by their related responsibilities and skills. An internal directory that provides lists of contact center resources. Each block defines a step in the workflow. A workgroup can contain supervisors. including abandoned calls. State the agent enters after contact with a customer ends. Agents use the Unified Agent Directory graphical user interface to select a destination for a transfer. a supervisor. The TS uses the Electronic Data Unit to record information on incoming or outgoing calls. or a person with a specified proficiency in a particular skill. which may include agents. such as a queue. Out-of-the-box workflows are provided during installation.

wrap-up 408 Avaya IC for Siebel Integration Guide May 2009 .

. . . 115 Siebel-first . . . 151 key-value parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 ActiveX controls . . . . . . .txt file . . . . . . . . . . . . . . . . . . . . . . . . . 89 definition file . . . . . . . 292 library and the SiebelAICD server . . . . . 46 driver parameters . . . . . . . . . . . . . . . . . . 25 AUX reason codes . . . 77 AICD . . see AICD Advocate Siebel workflows . . . . . . . . . . . . . . . . . . . 155 commands . . . . . . . . . . . . 67 layout file . . . . . . . . . . 65 areas of functionality . . . . 66 AvayaAgentCommand . . . . . . . . . 349. . . . . . . . . . . . . . . . 350 figure of architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .WorkingDirectory messages275 AgentAvailable command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259 multiple . . . 401 agents home directory . . . . . . 199 generating Windows application . . . . . . . . . . . . . . 49 information about . . . . . 84 Avaya IC interfaces and . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353 A AcceptEmail command . . . . . . . . . . . . . . . . . . . . . . 28. . . . . . . . . . . . . . . . . 92. 83 checking the environment . . . . . . 302 Application Object Manager . . 292 commands and events . . . . . . . . . . . . . . 152 Avaya Agent . . 83 VESP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 agent properties . . 299 AcceptWeb command . . . . . . 230. 281 Avaya Agent ADU . . . 84 architecture . . . . . . . . . . . . . 88 configuring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 automatic call distributor . 84 domain guidelines . 124 Email Dismiss Reason code . 145. . . . . 85 Siebel Communications Toolbar disabled. . . . . . 141 customizing events and . . . . . . . . 40 architecture in an integrated system . . . . . . . . . . . . . . . .Webclient. . . . . . 73 AICDStrings. . . . . . . . . . . . 114 AnswerCall command . . . . . . . . . . . 246 importing AICD Siebel configuration . . . . . 300 ACD . 26 auto-response e-mail channel functions . . . . . . . . . 88 description of . . . . . . . . . . . 114 Workflow server . . . . . . . . . . . . . . 302 AICD Agent Data Unit (ADU) . 82 domain guidelines . . . . . . . . . . . . see ASAI Agent Server for Integration with Siebel. . . . . . . . . . 240 log file . . . . . . 57 formula for calculating number of . . . . . . . .Desktop. . . . . . . . . . . . . . . . . . . . . . . . . 266 OnAvayaAgentEvent . . . . . . . 85 Adaptive IC Driver. . . . 245 Siebel configurations that use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 home directory . . . . . . 95 definition file customizations . . . . . . . 66 activity records . . . . . . . . . . . . 82 AICD and interfaces . . . . . . .Index Index Siebel user interface . . 303 Create Agent Desktop Data block . . . . . . . . . 236 customizing the definition file and . . . . . . . . . . . . 67 Login command . . 72. . . . . . . . . . . . . . . . . 400 EDU . . . . . . . . . . . 149 creating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 integration hooks . . . . . . 82. . . . . . . 291. . . . . . . . 83 first e-mail entry . . . . . . . . . . . . 93 Agent Server for Integration with Siebel. . . . . . . . . . . . . . . . . . 147. . . . . . . . . . . . . . 137 IC Scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 auto-acknowledgement e-mail channel functions . . . . . . . . 301 AgentPassword parameter . . . . . . . . 83 Avaya IC for Siebel Integration Guide May 2009 409 . . . . . . . . . . . . . . . . 87 Telephony Server (TS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332 login ID . . . 84 events . . . . . . . . . 59 assisted Web browsing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 AICD library ConfigurationName parameter and . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Alarm server . . . . . . . . . . . . 240 AICDEngine . . . . . . . . . . 244 Siebel Communications Server host setting and . . . . . . . . . . 84 associating Siebel agents with . . 84 open data and . . . . . . 114 figure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235 SCAPI interface . . . . . . . . . . . . . . . . . . . . 89 designing databases . . . . . 29 ASIS . . . . . . 137 AgentUnavailable command . . . . 236 Analyze workflow description of . . . . . 265 Siebel interfaces and . . . . . . . . . . . . . . . 70 interactions . . . . . . . . 233. . . . . . . . . . . . . . 69 installing . . . . . . . . . . . . see ASIS Agent. . . . . . .

. . . . . . . . . . . . . . 67 differences between integrated and non-integrated 69 specifying language . . . . 138 Siebel to poll the mailbox . 351 common Web event parameters . . . 216 commands AICD . . . . 292 . . . . . . . . . . . . . . . . . . . . . . C call-routing workflow. . . . . . . . . . . . 129 secondary ORB server. . . . 29 Communications Server. . 83 AICD and TS . . . . . . . . . . Web Agent . . . . . . .cdl . . . . . . . 230 SCAPI interface . 296 . buttons accessing . . 294 chat contact routing workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . taskbar fails . . . . . . . . . . . . . . . 110 CheckForADUValues messages . . . . . . . . 311 CompleteConsultTransferCall command . . . . . 240 configuring AICD . . . . . . . . . . . . . . . . . . . . . . . 44 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 Communication Detail . . . . . . . . . 68 . . . . . . . 313 CompleteConsultTransferWork command . . . . EAI Put Data . . 352 CommOutboundItemFormApplet. . 176 workflow servers to use Web chat workflows . . . . taskbars . . . . . . . . . . . . . . . . . . 296 communications infrastructure . . . 42 . . . . . . . . . . . . 244 specifying multiple Siebel configurations . . . . . . . . . . . overview of commands and . . . . . . . . . . . . . . . . . . 82 AICD and Siebel interfaces . . . . . . . 30 Comm Outbound Manager . . . . . . . . . . . EAI Get Data . . . . . . . . . . . . . . . . . 296 . . . . 133 home directory . 294 . . . . . . . . . . . . . . . . . . . . . . . . . . . blocks Create Agent Desktop Data .Index screen layout . . . . . . . . . . . 127 . 30 . . . . . . . see Siebel Communications Server Communications Session Manager . . . . . . . . . . . 303 . . . . . . . . . . . . 94 . . . . . . 100 . . . . . . . . see Incoming Call flow CancelConferenceCall command . . .Response View . . . . . . . . . . . . . . . . . . . . . . . . . 24 69. . . . . . . . . 97 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 definition of . . . . . . . . . . . . . . . . 264 . . . . 211 Siebel-first e-mail channel . . . . 240. . . . . . . . . . . . . . Communication Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create External Contact Mapping . . 106 . . . . . . . . . . . . 234 Siebel log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 IC Repository . 184 Console Definition Language file. . . . . AICD and . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293 open data and . 85 Siebel Communications Server . . . . . . . 88. 294 . Avaya IC servers in an integrated system Avaya IC supported server platforms . . . . . . . . . . . . 40 and Maximum MT Servers . . . . . . 78 CDs for installation . . . . . . 64 . . . . 352 common event parameters . . . . . . 240 CompleteConferenceCall command . . . 175 Web chat qualification workflows . . . . . . . . . . . . see Qualify Chat flow chat qualification Customer Management workflows for Web . . 25 . . . . . . . . . . . . . AvayaAgentCommand . . . . .js file . .js file . . . . . 263 CommInboundItemListApplet. . . 309 cause parameter . . . . . . . . . . . . . . . . . . . . 291 AICD and . . . . . . . . . . . . . . . . . . . . . . . . . . . .Response View customizing . 256 client operating systems supported . . . . . . . . . . . . selected work item . . . . 137 IC Manager to run Transcript Added workflow . . . . . . . . . . . . . . . . . . 89 definition file and . . . . . . . . . . . . . . . 181 workflow servers to use voice workflows . . . . . . . 151 list of . . 310 CompleteConferenceWork command . . . . . . . . . . . 306 CancelConsultTransferWork command . . . . 87. . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Qualify Chat flow . . . . 193 Smart Answer Manager . 89 89. . . . . . 111 workflows . . 51 . . . . . . . . . . . . . . . . . . . . . 368 CDL file description of . . . . . 292 . . . . . . 293 . . 95 . definition file and . . . . . . . 110 Transcript Added workflow . . . . . . . . . . . . 127 specifying layout . . . . 265 . . . . . . . . . . . Change Ready State Web . . . Business Advocate. . . . . . . . . 400 about . . . . . . . . . . . . . . . . . . . 83 customizing . . . disabled . . . . . Avaya Agent Web Client . . . . . . . . . . . . . . B blended delivery of e-mail . . . 305 CancelConsultTransferCall command . . . . . . . . . . . . . . . . . . . . . . 88 importing . . . 292 events and . . . 82 . . . . . 351 common e-mail event parameters . . . . . . 308 CancelEmail command . . . Siebel Communications Toolbar . 106 . . . . . . . . . . . . . . . . . . . . . . . . . Siebel palette . . . . . . . . . . . . . . . . . . . . Avaya Interactive Response . . . . . . . . . 24. . . . . 25 . . 206 common call event parameters . 44 clients in an integrated system. . . Avaya IC requirements . . . . 296 media types and. . . . . . . . . . . . . 314 ConfigurationName parameter. . . . . Get CA Results from EDU . . . . . . . 149 Avaya IC . . 68 . . . . . . . . . . 215 voice qualification workflows . . . . . . . . . . . . . . . . . . . . . . 304 CancelConferenceWork command . . . . 52 Change Ready State submenu . . . avaya_agent_sbl_en. . . . . . . . . . . . . . see CDL file 410 Avaya IC for Siebel Integration Guide May 2009 . . . . . . . . . . .

48 . . . . 260 . . . . 399 . . 94 171 166 D data exchange . . . . . . . . . . . . . customizing . . . 106 . . . . . log files and . . . 229 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 . . 84 . . . . buttons. . . . . . . . definition file about customizing . . 350 . . . . Incoming Call workflow . . 316 . . . . . . default Email Dismiss Reason code . . . . . . . . . . . Incoming Call flow . . . . . . . . . . . . . . . . . . . . . commands and . . . . . . . . . . . . communication configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 . . . . . . . . . 106 . . . . DataWake . 400 E EAI Get Data block chat qualification . . . . . . . . . . blocks . . . . interfaces . . . . . . 61 . . . . . . . . creating AICD server . . . . . . . . . . . . . . . . . . . . . . . . . . description . . . . . description . . . . . . . . . . . . 259 . Web chat record with transcripts . . . . . . . integration objects and . . 213 . . . . . . . . . . def file. . . . . 111 . . . . failover . . . . . 97 . . . . . 315 . . Siebel event parameters . 165 . . . . . . . . . . . . . . 48 273 . . . . . . . . . . . . . security policies . . . . . . . . . 61 . . . . . . . . . . . . . 31 . . . . 88 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . profile for Siebel-first . . . . . . . . 108 107 100. . . . . .cfg file . . . . . . . . . . . . EDU container for open data . . . . . . open data . . . . . . . . . . . . . . . . . 43 . . . . . . . . . . . . . . . . . . . . . . . . supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . eai. . . . . . . . . . NewOpenData command . . . . . . . . . transcript-added workflow . . 212 . . 108 Avaya IC for Siebel Integration Guide May 2009 411 . . . . . . . . . . event handlers . 229 . . . . . . . . . . . . . installing integration objects . . . . . . . . . . . . . . . . . . . . . . . 26 . . . . . . . . . . . . . . . . . . customizing commands. . . . . . . . . . . . 151 . . . . . . . . . 89 . 88 . 153 . . . . . . . 293 . . . . . . . . teleset . . . . . . . . . . . . . . . . . . . . . . . . . . . . importing . . . 112 274 . . . . . AICD . . . . . . . . log files for the AICD and EAI servers . . . . . . . . . . 200 . . . . . . . . . . . . . . . . . . . . . 46 . . . 61 . . . . . . . . . information about . . . . . . . . . . . . . . . . . . event parameters vs. . . . . . . . . . . . . 56 . . . . . . . . . . . . . . . . . . . . . . . . . . . . current work item . . . . . . . . . . multi-site configurations . . 44 . 231 . . . domains . . . . . figure of. . 229 . . . . . . . . . . new Resolve Status in Email Response Library . . . . . . 32 164 . . . . . . 89 . . . . . . . EAI server type adding server to IC Manager . failover . . . . . 89 . . 108 . open data . . . response group for Siebel-first . . . . . AICD. . . . . . . . . Customer Management workflows about . . . . . . . . . . . . directory home . . . description of . . . . . 38 . . . 89 . . . . . . . . . . . . . . . . . . . EAIWorkflow server type adding server to IC Manager . . Incoming Call flow . . 61 258 . . . limitations . . . . . 60 379 108 . . . . . . . . . 151 . . . . event parameters and open data. . . . . . . . . . . . . . adding to IC Manager . . . . . 236 DisconnectWork command . . . . 292 . . . . Get and Put operations . . . . . . . . . . . . . deployment guidelines . . . . . . . . . . . . . . . . . . . . . . . . . 54 . . . . . . . . . . . commands and events . . . . . . . . . . . . . . . . . . . 137 . . . . . voice qualification . . . . . . . . . . . . . . . . . . . . . . . . . description of . . 89 . . . . . . . . . . coordinating customizations . . . . . . . 111 . . . . . . description . EAI Put Data block . . . . . see definition file DeferEmail command . . . . . . . . . . . . driver parameters about . . . . . limitations . . 199 . . log files for the server . . 59 163 167 . . . . Avaya IC workflow . . . . . . . . . server types . . . . definition file . . . . . . . . . . . . . . . domain guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 259 . errors . . . . . . . . . . 230 . 61 259 . . 62 . . 62 . . . . . . databases multi-site configurations . . . . 32 . . . . . . 141 . . . . . . . . . . . 150 . . 61 . . . . . . . . . . . . . . . . documents as e-mail attachments domain deployment guidelines . . . . . . . . . server type limitations . 48 . . . . . . . . . . . . . . . . Create External Contact Mapping block . Database Designer . Create Agent Desktop Data block . . . . Siebel-first e-mail entry method . . installing . . . . . . . . . . . . 236 . and events . . log file . . . . . . . . . . log file .Index Content Analysis Get CA Results from EDU block . . . . . . . . . . . . . . . . . . 38 . . . . 46 . . . . 95 . . 110 . . . . . . . . 234 . . . . . . . . . . . . . . customizing and . . . . . unable to read a file attachment workflow blocks . . . . . . . . . . . . . . . container syntax restrictions . 196 . . . . . EAI servers adapter . . . . . . . . events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199 . 84 . . . . . . . . . EAI interface . . . . . . . . . Email Response Library . . . . . . . . . . . . . . . . . . . . . . 54 . . . . . . . . . . . . . . . . . . . . 114 EAI domain guidelines . see XML eXtensible Stylesheet Language. . . . open event parameters . . 204 . . . . . . . 207 . . . . . . . . . . . . . . . . . . EAI server and . . . . 106 . . . . . . how replies are handled . . . . . 108 installing . 67. . 352 89. 199 . . . . . common event parameters . . . . 108 EAI server . . 350 . . . 56 . . . . . . . . . . . . . 205 custom eScript for Siebel Universal Agent . . . . . . . definition file and . . . . history . . . . . . . . . . . . . . . . 69 . . . . . . . . . . . hooks for the integration . . . . . . . . Siebel Communications Server and . eScript importing CommInboundItemListApplet . . . . IC Scripts and .Index server . . . . . . . . . . . . . . . . . . . . . . . . . 69. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 . . 88 . . . . . HoldCall command . . . . . . . . . . . . HTTP data exchange . . . . . . importing . . . . . . . . . . . . . Siebel log files and . . 44 . 32 . . . . . . Hybrid Siebel. creating a default . . . . . . . . . . . . . . 322 . . . . . . . . . . 205 . . . . 48 IC Manager . . 199 . . definition of . 61 171 165 167 . . . . 403 H HangupCall command . . . heterogeneous switch. modifying the eai. . . . . . 108 TS. . . . . . . . . . . . EAI server unable to read flows. . . 206 CommOutboundItemFormApplet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199 . . . . . . . . . . . file attachments. . . . . . 46 . . . . . . . importing CommOutboundItemFormApplet . . . hook handlers . . . . . . . . see XSL . . . . 201 . . . . . . . . . . . . . . . . . . . . . . . . . 351 . . . . . . . . . . . . . . . . . . . . . . 48 . . . . . . . . . . . . . . . . . . . error strings installing English for Siebel-first . . . . . . customizing . . . . . . . . . . . . . . . . 246 412 Avaya IC for Siebel Integration Guide May 2009 . . . . . . . . . . . . . . . . . 158 Incoming Call flow about . . . . . . . 175 process . . . . . . . . . . . . . . . . . . . . 63 IC Scripts . . . . . . . . . . . . . . . . . . . . . . . . servers and database configurations . . . 61 383 . . . . . . . . Email Dismiss Reason code about creating . . . . . . . 158 . . 126 importing AICD Siebel configuration . . . . . . . EAI server type . . list of . . . . . . . . . . events common call event parameters . . . . . . push delivery . . . . . . . . . . . . . . . HyperText Transfer Protocol. . . . . . 70 . . . . . . 176 description of . . . 107 configuring . . . . . . . . . 107 EAI Get Data block . . . . . . . . . . . . . . . . . . . . 318 . see EAI Get Data block GetEDUData command .IncomingCall event . information about . . . 318 . . . . . . . . . . . . . . . . . . . response timeout for EAI server . . . . . . . . . . 274 . . . . . . Get Data block. . . . . . . . . . . . . . 351 . 320 . . . . . . . . . see HTTP . . . . . description of . . 151 CommInboundItemListApplet . . . . . see workflows ForceLogout command . . . . . . . . . . Get Data EAI Get and Put operations . . . . . . . . importing for Siebel Universal Agent . . . . . . . . . 108 EDU . . . . . EAI domain guideline . . . . . . . . . 87 . . . . . . . . . . . . . . 60 . . . . . 108 EAI Put Data block . 263 I IC Email server Analyze workflow for Siebel-first . . 70 . . common Web event parameters . . . channel. . . . . . . . . . . . setting in the CDL file . 379 . . . . . . . . 349 . . Fax as e-mail attachment . . EmailUnavailable command . . . . . . . . . home directory . . . . . 151 . . . . 66. . . . . . . . . . . . 25 25 25 57 25 G Get CA Results from EDU block . . . . . Glossary . . . . . . . . . . . . . . . . . . . . . e-mail blended delivery . . . . . response timeout for EAIWorkflow server security . . . . . . . . . . . . . . 352 . . . . . 47 . . . . .cfg file . . integration objects . . . . . . installing for Siebel-first . . . . . . . . . . . . . . . . formula for calculating number of AICDs . . . . . . . common e-mail event parameters . . . . . . . . . . . . . . . eXtensible Markup Language. . 317 . e-mail entry methods Siebel-first . . . . . . 229 . . 38 . . . installing localized for Siebel-first . 107 F failover AICD domain guideline . . . . . . . . domains and . . . . . . . . . . 352 . . . . . . . 201 . . . . . . . . . . . . . 24 323 324 137 . EmailAvailable command . HoldReconnectCall command . . . . . . . . . . . . . . . .

. . . . 167 EAI servers. . . . . . . . . definition of . . . . . . . . . . . . . . . creating a Siebel AICD server . . . . 40 Centralized Siebel complex . . . . . . . . . . 251 SiebelAICD selection criteria . . . . 243 considerations for setting . . . 167 EAI interface . . . OnCallAbandonded event . . . . . . . . . . . . . . . 262 . . . . . . . . 37 MuteTransferCall command . . . . . . . . . . . . . . . . 62 MTTLogger. . . . 38 e-mail . . . 335 O OnAvayaAgentEvent . . . . 45 . . . . . . . . . . . . . . . 144 Avaya Agent . . .dll . . . . . . . . . . . . . . . . 45 . . . . . . . . . . 138 custom integration objects . . . . . . 44 Internet Explorer . 333 Maximum MT Servers parameter . 39 associating a Siebel agent with a communications session . . . . . . . . . 157 MTToolkit. . . OnCallConnect event . . . . . . . . 167 Interaction Center Manager. . . . . . . . . . . . . . . . . . . . . . . . 201 Incoming Call flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204 eScript and English error strings for Siebel-first . . . . . . . . . . . 242 example . . . . . . . . 241.dll . sites. . . . . . . . . OnCallBusy event . . . . . . . . . . . . localized systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242 IP text chat . . 36. . . . . . . . . . . . . . . . . prerequisties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logout command . 241 multihomed server . . . 334 MuteTransferWork command . . . . . . . . . . 38 database in . . . . . . . . . . . . . . . . . . 243 MaxMTServers parameter. . . . . . . . . . . . . . . . . . 122 Transcript Added workflow . . 258 K key-value parameters . . . . . . . . . . . . . . . . . 157 multihomed hosts AICDs and . 293 supported . . . 240 about . . . . . . . . . 143 . . . . . . . . . . . . . 163 eScript and English error strings for Avaya-first . OnCallDisconnect event . . . . . . . . . . . 70 integration hooks . . . . . . . . . . 38 figure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . and Siebel Communications servers. 61 EAI server type limitations . . . . . . . . 275 media channels supported . . . . . . . . logging levels adding the EAI server . . . . . . . . . . . . . . OnCallHold event . . . . login IDs . . . . . . . . . . . . . 377 MIME adding EAIWorkflow server . . . . . . . . . . . . . . . . . . 44 IVR . . . . . . 47 EAI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . see IC Manager Interactive Voice Response . . . . . . . . 38 domain deployment guidelines . . . . . . . . . . . . . 353 354 354 355 355 356 356 357 Avaya IC for Siebel Integration Guide May 2009 413 . . . . . . 70 integration objects about . . . . . . . . . . . . . 44 media types commands and . . . . . . . . . . 292 L languages supported . . . . . . . . . . . . . . . . . . .Index InitConferenceCall command . . . . . . . . . . . . . . 242 definition . . . . . 335 J JNDI Naming Exception message . 188 Web chat qualification workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242 multi-site configurations agents. . . . . . . . . . . . . . . . . . . . . . . . . . . 51 . . . . . . . . . . . . . . . . . . . . 24. . . 52 installing AICD. . . . . . . . . . . . . . . . . . 244 example setting . . . . 332 . . . . . 332 Native Siebel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329 InitConsultTransferWork command . . . . . . . . . . . . 327 InitConsultTransferCall command . . . . . . . . . . . . . . . . . . . . . . . . . . . . adding the EAIWorkflow server ASIS . . . . . . . . . . . . . . . . . . . 330 InitialThreadCount parameter . . . . 78 IP assignment for SiebelAICD server configurations . . . . . . . . . . . . . . . . . . . . N . 23 NewOpenData command . 130 Avaya IC server on Siebel . . . . . . . . . . . . . . . 383 installing . . . . . . . . . OnCallConference event . . . . . . 24. . . . . . . . . . . . . . . . . 325 InitConferenceWork command . . . . . . . . . . . . . . . Login command . . . . . . 188 integration hook handlers . . . . . . . . . . . . 44 M MakeCall command . . . . . 400 installation CDs . 166 . . . . . 175 integration objects . . . . see Maximum MT Servers parameter Media channels are not enabled . 167 Siebel integration components on Avaya IC . . . . . . . OnCallDrop event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Get and Put Data . . . . . . . . . . . . . . . 167 . . . . . . . . . .

. 345 . . . . . 368 . . . . . . 212 . . . e-mail channel functions . . . . . . . . . . 338 . . . . Siebel Content Analysis . . . . . . . . . . . . . . . . . 93 . . . . . . . . . . . ResetVoiceChannel command . . . . . 359 . EAI server and . . . 281 . . . . . . . 85 . . RONA . . . . . . . . . ResumeEmail command . . . . . SetEDUData command . RecoveryPop command. . . . . . . . 60 . . . . . . . see EAI Put Data block Q Qualify Chat flow description of . . PBXs supported . . . . . . . . . . . . . 199 . . . 351 . . . . . . . . . . . . . . . . . . . . . . . . . 340 . 358 . . . . . ReplyEmail command . . . Selected work item . . OnCallRinging event . . . . . . . . . OnEmailReply event . . . . . . . . . . . . . common events . open events . . . . 51 . . . . . . . SendEmail command . . . . . . . . . . . open event parameters . . . . . . . . . . . . . . . . . . . . . . . . checking AICD environment on . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 . . . . . . Siebel Communications Server AICD . 167 integration objects . . . ResetEmailChannel command . . . . . OnGetEDUData event . EAIWorkflow server type and . . . . . . . . . 371 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 . . . . . . . OnCallIncoming event . 44 installing a custom integration object . Put Data EAI Get and Put operations . . . 340 . . server platforms supported . . . . . . . . . . . . . . . . . . . 351 . . . . 352 . . . . . . . . . . . . . . . . 242 S SCAPI . 42 240. . . . . . . . . . . . . SendDTMF command . . . . . . . . . . . . . ReleaseWork command. . screen layout . . . . . . . . response group adding Siebel-first input arguments . . . 352 . . . . . . . . . 54 . . . . . . . OnEmailDeferred event . . . . . . . . . . . . . Resolve Status creating new . . . . . . . . . . 72. . . . . . . . . . Siebel-first e-mail entry process . . . . . . . . . . . . . . . . . . . . . . . . . . . SetCurrentWorkItem command . . 83 . OnSiebelWrapUp event . . . . . . . . . . 200 . process Incoming Call workflow . . . . . . . . . . 61 414 Avaya IC for Siebel Integration Guide May 2009 . . . . . . . . . . . . . . . . . . . 44 . . 369 . . . installing a secondary . . . . . . 360 . . . . . . . . . . associating a Siebel-first profile with creating for Siebel-first . . . OnWorkConference event . . . . . . . . . . . 383 Put Data block. . . . . . . . 106 . . . . . . . . . . . . . . . 360 . . . . . . . . . . . . . . . . . . . . . . . . . OnWorkTransfer event . . . . . . . . . . . 25 . . . . . 379 . POP3 creating a profile for Siebel-first . OnEmailSend event . 213 . . . . . security policies . . . . . . . . 213 339. . . . . . . . . . . . . 352 . . . . . . . . . . 112 . . . . . . . . . . . . . . . . . ServerDomain parameter . 369 . . secondary ORB Server . . . . . . . . . . . . . . . . . . . . common Web events . . . . . . . . . . ORB Servers information about . . . . . . . 214 . . . . . . . . . . . . . . Redirection on No Answer . . 57 . . . . . . 363 . 400 . . . . . . . 365 . . . operating systems supported . . . . 110 R reason codes. replies for e-mail . port assignment on SiebelAICD . OnLogoutAgent event . . . . . . . . . . . . . . . . . . . . . . . . . . . common e-mail events . . . . OnLoginAgent event . . . 285 . . . OnCallQueued event . . . . . . . . . . . . . . . . .Index OnCallHoldReconnect event . . . . . . . . . . . . . . . . . . . . . . . . . 367 . . IC Manager . . . . . . PSTN . . . . . . . . . . . . 26 . . . 337 . . 364 . . . . . . . 340 . . . . . . . . . . . . . . . . 292 341 341 342 . Email Dismiss Reason code . OnChangeCurrentWorkItem event OnEmailCancel event . . . . . . . . . . . . . . . . . 108 . . . . . . 285 . . passwords for agents . 337 . . . . 365 . . . . . . . . OnWorkDisconnect event . . 138 P parameters common call events . . . . . . . . . . . . 82. . . . . . ServerMode parameter . . . . . . 156 . . . . . 92. . . . . . . . . . . . 363 . AUX . . . . . . . . . . . OnWorkItemRemove event . . . 401 . . . . . . . . . . Transcript Added workflow . . . OnWorkConnect event . . . . . . . . . . . . 26 . 372 . . . . . 370 . . . properties home directory . OnNewWorkItem event . . . . . . . . . . . . . 362 . . . . . . . . 137 . . 366 . . . . . . . . . . . . . . . ShowStatusText command . . . . . . . 359 . . . . . . . . . . . . 343 . . . . . . . . 361 . . 366 . . . . . . . . . . . . Public Switched Telephone Network push e-mail delivery . ServerUUID parameter . . . . . . . . OnCallTransfer event . . . OnEmailForward event . Siebel Advocate workflows . . . . . 352 . . . . 85 . . . . . . . . 344 . . . . . . . 400 . . . . . . . . . . . . . . . . . . . . SendNewEmail command . . . . . . . . 357 . . . . OnNewOpenData event . . . . 56 . Siebel activity records. . . . 68 138 . . . 25 . . . . . . . . .

Smart Answer . . . . . . . . . . V vesp. . . 56 . . . . . web channel workflows . .IncomingCall event . . . . . 95 . . . . voice qualification Incoming Call flow . . . . . . . . . . . . . . . 242 . . . . . . . . . . 346 24. . . . . . . . . . . . . . . . . . 87 . . . . . . . . 48 . 112 107 . workflow servers Analyze workflow . . . . Siebel Communications Toolbar . . . . . . workflow description . . VoiceUnavailable command . . . . . . . . . . 114 176 235 . . Siebel log files . . . TS. . . . . . . . . 92 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 . . . . . . . . . . . . . . . . . . . . . . . . Web Center workflows . . . . . . . 294 . . . . . . . . . information about . . . . . project and workflow names . . . . . 48. WebAvailable command . . . . . . . . . . Customer Management for Web . . . . Siebel Repository File. . . . . . . . . . . . . 45 . . . . . . . 139 . . . . . . Workflow Designer . . . . . 278 . EAI domain guidelines . . . . . . . . . . . . . . . . . . . . . SiebelAICD IP assignment . . . . events and . configuring . . . . . . . 293 . . . 88 . . . . . . EAI Get Data block . Siebel7. . . . . Web Agent Client . . . . . . . VoIP . . . . . . . . . . . . . . . . . . . 64 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Qualify Chat. . 110. . . 30 . . . . . .sif . 350 . 263 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . WebUnavailable command . . . 44 . Web callbacks . . . . . 26 . . . driver parameters for . . . . . . . . . . . Web forms as e-mail attachments . . . . . . . . . . configuring for Siebel voice workflows monitoring AICD open data changes . . . . . . . . voice workflows configuring . . . . . Web Scheduled Callback (WSC) . . . . . . . . . . . . . . . . . . . 357 . . . . . . . . . 110 . . . . . . . . . 97 . 32 . . Web Agent . . . . . . . . . . . . . . . suggested response . . . . 84 230. . . . . . . 76 234 . . . . . . . . . . . . . . . . . 347 . . . . . . . 111 107 188 . . . . . voice workflows . . . . supported languages . . 110 T Telephony Server (TS) . . . . . . . . . 401 . . . . . . . . . . . . open data and . . . . . . . . 107 . . . . . 90 . . . Workflow server EAI . . . . . . . . . . . . . . Siebel . . . Create Agent Desktop Data block . . commands and events . . . . . . VoiceAvailable command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 . 158 . . . . . . . . . . . . . . . Web chat transcript . . TraceLevelFlush parameter. . . . . . . . . . 100 . . . . . 234 292. Siebel . . troubleshooting Softphone stops responding . . . . log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . workflows . wrap-up . . WebACD server . . . . . . . . . . . . . . . . . . . . . . . 122 . . . . . . . . . . . . . . . . . . . . . . . . work delivery and control . . . Transcript Added . . . . . 26 . . . . . . 204 . . . . . 44 . . . . Transcript Added workflow about . . . . . . . . . 265 . . . . . . . . . 107 . 25 . . . . . . . . . . . . . . 48 . . 400 . . . . . . Web browsing . . . Web workflows configuring . . . . . . . . . . . . . installing an Avaya IC server on . . . . . . . . . . . . . 63 . . . . . . . . . . . . . . . . . . . . . . 175 . . . 184 . . . . . . . . . . . . . . 188 . . . . . . . . process description . . . . . . . 107 . . . . . . W WACD. . . . . . . . . . . . chat qualification . . . . . . . . . . . . . 110 . . Incoming Call . . . . 78 . . . . . . . . . . 375 . . . . . . Smart Answer Manager about . . . . . . . . . . . . workflows blocks . . . .x_L10N. . 111 . . between agent desktops . . . . . . . . . . . . . . . . . . . . . . . . . . 44 . . . . . . . . . . . . . . information about . . . . . . . . 26 . .Index commands and . . . . . . . TS event names . . . . . . . . . . . . . . . . . 401 . . . 90 . . . 25 90. . . . . . . . . process . . . . templates. . . 25 . . . . 44 . . . . . . . . . . 56 . . . . . 263 . . .imp file . 375 . . . . . . . . 90 . . . . . . . . . . . . . . . . . . . . . . 26. . 94 . Siebel palette about . 111 107 . installing . . . . . . . . . . . . . . . description . . . . . . . . . . . . . 292 . . . . 346 . . TraceLevelUsr1-4 parameters . . . . . . . . . . . . . . . . . . . . TS call events . . . . . . transcript-added workflow . . . . . . . . . . . . . . . . multiple AICDs . . . . . . . . see SRF Siebel servers in an integrated system Siebel templates . . . . . . . . 75 Avaya IC for Siebel Integration Guide May 2009 415 . . . . SRF description of . . .QualifyChat event . transcripts . . Siebel Tools . . . . . . . . . 112 . . . . 181 25. . . . . . . . . . . . properties . . 64 . . . . . 215 . 166 . installing Transcript Added . . . . . . EAI Put block . . . . Avaya IC vs. 94 . voice qualification . . . . . . . . . . . Tracking ID. . . Siebel Universal Agent . . . . 347 . . . . Siebel-first e-mail entry method . . 111 . . . . . . . . . . . . . . . . . . . . . OnCallIncoming event . . . . . . . . . . . . . . . 114 . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . .Index integration methods of . 79. . . . . . . . . . . . . . . . . . . . . . . . . . 112 . . . . . . . 189 . . . . . . 379 84. . . . . . . Get and Put blocks . . . . . . . . . . . . transcript-added workflow process . . . . . . 368 properties . . . . . . . . . . 128 416 Avaya IC for Siebel Integration Guide May 2009 . . . 68 . . . . . . integration objects . 379 . . . . . . . . . . . . . . . 61 . . . . . . . 75 OnSiebelWrapUp event . . . . XSL changing the default transcript-added generating the Windows application . . . . . . . . . . . . . . . layout file . . . . . 68 . . . . . . . . . EAI interface . . 286 X XML . .