Sei sulla pagina 1di 338
S IEBEL ® e B USINESS A PPLICATIONS
S IEBEL ® e B USINESS A PPLICATIONS
S IEBEL ® e B USINESS A PPLICATIONS
S IEBEL ® e B USINESS A PPLICATIONS

SIEBEL ® eBUSINESS APPLICATIONS

S IEBEL ® e B USINESS A PPLICATIONS
S IEBEL ® e B USINESS A PPLICATIONS
S IEBEL ® e B USINESS A PPLICATIONS
S IEBEL ® e B USINESS A PPLICATIONS

SIEBEL CTI GUIDE

SIEBEL 2000

VERSION 6.0

10PA1-CT00-06000

MARCH 2000

Siebel Systems, Inc., 1855 South Grant St., San Mateo, CA 94402 Copyright © 2000 Siebel Systems, Inc. All rights reserved. Published 1998–2000 Printed in the United States of America

No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photographic, magnetic or other record, without the prior agreement and written permission of Siebel Systems, Inc.

Target Account Selling Methodologies, Copyright © 1996 Target Marketing International, Inc. All rights reserved.

The full text search capabilities of Siebel eBusiness Applications include technology used under license from Fulcrum Technologies, Inc. and are the copyright of Fulcrum Technologies, Inc. and/or its licensors.

Siebel, the Siebel logo, ActiveBriefing, TrickleSync, TSQ, Universal Agent, and other Siebel product names referenced herein are trademarks of Siebel Systems, Inc., and may be registered in certain jurisdictions.

Windows® is a registered trademark of Microsoft Corporation.

All other product names, marks, logos, and symbols may be trademarks or registered trademarks of their respective owners.

U.S. GOVERNMENT RESTRICTED RIGHTS. Programs, Ancillary Programs and Documentation, delivered subject to the Department of Defense Federal Acquisition Regulation Supplement, are “commercial computer software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software Documentation, and as such, any use, duplication and disclosure of the Programs, Ancillary Programs and Documentation shall be subject to the restrictions contained in the applicable Siebel license agreement. All other use, duplication and disclosure of the Programs, Ancillary Programs and Documentation by the U.S. Government shall be subject to the applicable Siebel license agreement and the restrictions contained in subsection (c) of FAR 52.227-19, Commercial Computer Software - Restricted Rights (June 1987), or FAR 52.227-14, Rights in General Data Alternative III (June 1987), as applicable. Contractor/licensor is Siebel Systems, Inc., 1855 South Grant Street, San Mateo, CA 94402.

Proprietary Information Siebel Systems, Inc. considers information included in this documentation and in Siebel eBusiness Applications Online Help to be Confidential Information. Your access to and use of this Confidential Information are subject to the terms and conditions of: (1) the applicable Siebel Systems software license agreement, which has been executed and with which you agree to comply; and (2) the proprietary and restricted rights notices included in this documentation.

   
 

Contents

 

Introduction

Who Should Use This Guide

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

Intro-2

How This Guide Is Organized

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

Intro-3

What’s New in This Release

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

Intro-5

Additional Documentation

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

Intro-6

Contacting Siebel Technical Support

 

Intro-8

Siebel Welcomes Your Comments

 

Intro-9

Chapter 1.

Siebel CTI

.

.

Overview

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

1-2

. Features of Siebel CTI

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

1-3

Siebel CTI Prerequisites

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

1-6

Setting Up Siebel CTI

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

1-6

Integrating Call-Center Features

 

1-7

Integrating with Non-Siebel Call-Center Features

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

1-7

Working with Siebel Software

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

1-9

Siebel CTI Architecture CTI Command and Event

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

1-11

1-13

CTI Configuration Data

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.1-14

Contents

Contents

Chapter 2.

Configuring Siebel CTI

Chapter Overview

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-3

Related Topics

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-3

Siebel CTI and Siebel Client Software

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-4

Siebel Thin-Client Limitations

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-5

Using CTI Middleware

. Working with Siebel-Validated CTI

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-6

2-7

Working with Other CTI Middleware/Switches

 

2-8

Setting Up a CTI Configuration

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-9

. Setting Up a New CTI Configuration

CTI Configuration Data

. Upgrading a CTI Configuration from a Previous Version

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.2-10

2-13

2-9

Enabling CTI for Siebel Clients

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-17

Enabling Siebel CTI

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-18

Enabling Siebel CTI Simulation

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-19

Editing the Siebel .cfg File

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-19

Specifying CTI Configuration Settings

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-23

. Editing or Creating a CTI Configuration

Siebel CTI Configuration Views

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-24

2-26

Copying or Deleting a CTI Configuration

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-29

Specifying Configuration Parameters and Telesets

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.2-31

Specifying Agents and Extensions for Telesets

Viewing Agent Data

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-33

2-39

. Viewing Extension Data

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.2-41

Specifying Commands and Events

Specifying Event Parameters

.

.

.

.

.

.

.

2-43

Specifying Command Parameters

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-45

2-47

Viewing All CTI Configuration Data

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-49

Contents

Contents

Importing and Exporting CTI Configuration Data

Import and Export Options

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-52

.2-52

. Importing CTI Configuration Data

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-53

Exporting CTI Configuration Data

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.2-55

CTI .ini and .def Files

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.2-57

Working with Call-Center Status Data

2-60

Viewing Teleset Status Data

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.2-60

Modifying How Teleset Status Data Is Displayed

 

.2-62

Distributing Teleset or Other Status Data to Agents

 

.2-62

CTI Options for End Users

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

2-63

End-User Client CTI Configuration

.2-63

End-User Client CTI Operation

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.2-70

Chapter 3.

Working with CTI Commands and Events

 

Chapter Overview

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

3-2

. Testing Genesys Configurations with the CTI Simulator

CTI Definition Data in the Database

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

3-3

3-4

Command and Event Definitions

3-4

Special Fields and Special Commands

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

3-6

Special Fields

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

3-6

Special Commands

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

3-9

Using Character-Field Macros

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

3-12

. Macro Expansion with Phone Numbers

Macro-Expansion Syntax Elements

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.3-12

3-13

Macro-Expansion Examples

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.3-15

Types of Command and Event Definitions

 

3-18

CTI Command Types

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.3-18

. Command Definitions CmdData Definitions

CTI Event Types

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.3-18

3-19

3-25

EventHandler Definitions.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

3-30

EventResponse Definitions

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.3-35

EventLog Definitions

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.3-43

Contents

Contents

Chapter 4.

Advanced Siebel CTI Configuration

Chapter Overview

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

4-2

Supporting Hoteling

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

4-3

Hoteling Requirements and Issues

 

4-3

Supporting Multi-Tenancy

 

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.