Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide
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CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 1 Introduction
Siebel 7 Multiple Site Architecture
Figure 1-1
Architectural Block Diagram of Siebel 7
Agent-
Web Browser
Web Browser
Web Server +
Siebel Web Plug-in
Siebel Web Plug-in
Siebel
Object
Manager
Object
Manager
Cisco
Data Store
Data Store
Cisco ICM
Other Media
(Collab, Email)
Siebel
Database
Siebel
Communication
Server
Communication
Server
Cisco CTI
OS - Media
Middleware
Middleware
Telephony Switch
(IPCC or TDM)
62285
Internet
Siebel 7 Multiple Site Architecture
Siebel 7 supports two models for multiple sites. Sites either share a single Siebel database, as shown in
, or they maintain their own database and might use database replication to share data. The
choice of database design among multiple sites depends on customer requirements and involves
trade-offs.
trade-offs.
In order to maximize the ability to transfer call context and share data, sites must share a common
database. This is not always practical or desirable and customer needs should prevail.
database. This is not always practical or desirable and customer needs should prevail.
outlines
the advantages and trade-offs of each architecture choice.
Regardless of the Siebel architecture implemented, each site contains the following Cisco components:
•
PG. Dual Cisco Peripheral Gateway, including PIM.
•
CTI Server. Dual Cisco CTI Servers.
•
CTI OS Server. Dual Cisco CTI OS Servers.
•
Cisco Driver for Siebel 7. One instance of the driver per Siebel Communication Server.
Note
Important! Although ICM/CTI OS can transfer calls between agents across sites within an enterprise,
the Siebel call context can only be transferred between agents that share a common database.
the Siebel call context can only be transferred between agents that share a common database.