Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide
5-5
CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 5 Troubleshooting and Testing
Switch-specific Information
Note
This is a Nortel limitation—refer to the Nortel documentation for more information.
Rockwell Spectrum
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The PositionID is required for login. This value is the Logical Workstation Number configured on
an ACD for each agent. The PositionID needs to be configured for every agent in the “All Telesets”
Siebel view as an extension of type “A” in addition to the normal “S” extension type.
an ACD for each agent. The PositionID needs to be configured for every agent in the “All Telesets”
Siebel view as an extension of type “A” in addition to the normal “S” extension type.
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Agents must be in the NotReady state to log out.
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Agents must be in the NotReady state in order to make a call.
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Agents need to enter a WorkReady request while talking in order to remain in the NotReady state
after the call is finished.
after the call is finished.
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Agent can receive a direct call if they are in the NotReady state, but the agent will not get a Ringing
event (such as BeginCall or CallDelivered, or any others) until the call is answered (on a hard
phone).
event (such as BeginCall or CallDelivered, or any others) until the call is answered (on a hard
phone).
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Consultation calls: Place the outside line call on hold and make another inside line call. The Cisco
Driver for Siebel 7 enables Siebel CTI toolbar buttons to initiate transfer/conference both ways:
Driver for Siebel 7 enables Siebel CTI toolbar buttons to initiate transfer/conference both ways:
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Using Hold and MakeCall buttons (as described above): Hold the current call and make another
call
call
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Using TransferInit/ConferenceInit buttons
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Blind Transfer is available
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Single-step transfer is available for ACD calls
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Conference calls:
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After the conference call is complete, the conference originator can still make calls (with a
different call ID), which is treated as a single conference call. (This behavior on a soft phone is
similar to the Spectrum hard phone.)
different call ID), which is treated as a single conference call. (This behavior on a soft phone is
similar to the Spectrum hard phone.)
–
The conference originator (after the conference call is complete), can do the following when
there are two calls present (similar to Spectrum hard phone behavior):
there are two calls present (similar to Spectrum hard phone behavior):
Hold/Retrieve holds/retrieves both calls simultaneously (similar to a Spectrum hard phone).
ReleaseCall releases both calls and stops the conference. To release the call, one party from the
conference must put another party on Hold first (similar to Spectrum hard phone behavior).
conference must put another party on Hold first (similar to Spectrum hard phone behavior).
Siemens HiCom (North America Only)
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The Release and Hold/Retrieve buttons are enabled when there is only one call on the device. The
Release button is enabled when that call’s state is Initiating, Talking, Failed, or OnHold. The Hold
button is enabled when that call’s state is Talking, and the Retrieve button is enabled when the call’s
state is OnHold.
Release button is enabled when that call’s state is Initiating, Talking, Failed, or OnHold. The Hold
button is enabled when that call’s state is Talking, and the Retrieve button is enabled when the call’s
state is OnHold.
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When there are two calls at the device, including a consult call, either call can only be disconnected
using the Reconnect button. Holding and retrieving the calls is accomplished using the Alternate
button. To disconnect the held call, it is necessary to click Alternate first before clicking
Reconnect.
using the Reconnect button. Holding and retrieving the calls is accomplished using the Alternate
button. To disconnect the held call, it is necessary to click Alternate first before clicking
Reconnect.