Cisco Cisco Computer Telephony Integration Option 9.0 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
Introduction to Siebel 7 Architecture
A Siebel Certified Engineer uses the Siebel application to map how call data appears in the appropriate
Siebel screen pop. Additional information on how to customize the Siebel application is provided in
Siebel screen pop. Additional information on how to customize the Siebel application is provided in
Introduction to Siebel 7 Architecture
Siebel 7 supports multiple client interfaces, ranging from desktop-installed applications to thin
browser-based and wireless interfaces. Each interface has its own strengths and advantages, ranging
from high-performance response to ease of installation. The same user is not limited to a single interface
connection to Siebel and might decide to connect from different systems with different interfaces at
different times.
browser-based and wireless interfaces. Each interface has its own strengths and advantages, ranging
from high-performance response to ease of installation. The same user is not limited to a single interface
connection to Siebel and might decide to connect from different systems with different interfaces at
different times.
The exact performance of any given interface depends on multiple factors, from the bandwidth and
quality of the connection to the load on the Siebel system.
quality of the connection to the load on the Siebel system.
identifies the basic components diagram of the Siebel 7 architecture. The diagram shows two
possible client connections: the Web client and a connected Web client.
•
The thin client uses a browser Java/JavaScript interface to connect to a web server (IIS or Apache).
•
The web server connects to the Siebel Object Manager (SOM), relaying both requests and state to
and from the browser.
and from the browser.
Siebel 7 components include:
•
Siebel Database. There is only one single database for an enterprise, regardless of the number of
sites for an enterprise. (Refer to the Siebel documentation for supported databases.)
sites for an enterprise. (Refer to the Siebel documentation for supported databases.)
•
Siebel Object Manager. Supports business rules and state information for a client session. The
SOM is essentially the Siebel application. It presents and validates forms and manages state and
navigation across a session.
SOM is essentially the Siebel application. It presents and validates forms and manages state and
navigation across a session.
•
Siebel Communication Server. Provides an infrastructure to support several kinds of
communications activities for Siebel application users. The Cisco Driver for Siebel 7 uses an
Adaptive Communications API. The Siebel Communication Server uses a session-based/interactive
communications component, which supports multichannel interactive communications for call or
contact center agents who use the communication toolbar to make or receive voice calls through
computer telephony integration (supported by Cisco drivers) and other features (Cisco does not
provides drivers for these features).
communications activities for Siebel application users. The Cisco Driver for Siebel 7 uses an
Adaptive Communications API. The Siebel Communication Server uses a session-based/interactive
communications component, which supports multichannel interactive communications for call or
contact center agents who use the communication toolbar to make or receive voice calls through
computer telephony integration (supported by Cisco drivers) and other features (Cisco does not
provides drivers for these features).
Note
Refer to the Siebel documentation for detailed information about the Siebel Communication
Server.
Server.
Cisco CTI OS connects to the Siebel Communication Server to enable multiple media events, including
telephone events.
telephone events.