Cisco Cisco Computer Telephony Integration OS 8.5 Verweisanleitung
C H A P T E R
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Cisco ICM Software CTI Driver for Siebel 7 Reference Guide Release 6.0(0)
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Introduction
The Cisco Driver for Siebel 7 interfaces the Siebel Enterprise Relationship
Management application with Cisco’s CTI products. It is designed to process
work items, defined as customer interactions, like the telephone, email, and other
interaction media to the agent’s desktop using the Siebel application.
Management application with Cisco’s CTI products. It is designed to process
work items, defined as customer interactions, like the telephone, email, and other
interaction media to the agent’s desktop using the Siebel application.
The Cisco Driver for Siebel 7:
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Provides seamless integration between Cisco and Siebel products.
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Supports Siebel toolbar, commands, and Siebel VB, escript. Agents can
place, receive, conference, and transfer calls, including full context call
transfer.
place, receive, conference, and transfer calls, including full context call
transfer.
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Supports Siebel 7 and greater releases which use the Siebel Communications
server, including the Siebel Web client and mobile Web client.
server, including the Siebel Web client and mobile Web client.
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Passes data to the Siebel application for screen pop and Siebel VB, including
ANI, DNIS, caller entered digits, call type, call placement, call variables,
including expanded call context (ECC) variables.
ANI, DNIS, caller entered digits, call type, call placement, call variables,
including expanded call context (ECC) variables.
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Enables Siebel developers to use Cisco commands and events to develop and
enhance their applications.
enhance their applications.
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Provides integration with Cisco’s Data Store.
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Provides agent and skill group statistics from a CTI OS Server with a
broadcast display in Siebel.
broadcast display in Siebel.
The Cisco Driver for Siebel 7 requires Siebel 7 or greater. Throughout this
document, the terms driver or Cisco driver are used interchangeably when
referring to the Cisco Driver for Siebel 7.
document, the terms driver or Cisco driver are used interchangeably when
referring to the Cisco Driver for Siebel 7.