Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide
1-4
CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 1 Introduction
Difference Between Siebel 6.x and Siebel 7.x Drivers
Figure 1-2
Multiple Site Architecture with Siebel 7
62886
Cisco
CTI OS-
Media
CTI OS-
Media
Cisco
CTI OS-
Media
CTI OS-
Media
Cisco
Data Store
Data Store
Cisco
Data Store
Data Store
Cisco PG
Cisco PG
Site A
Site B
Siebel Database
Telephony
switch
IPCC or TDM
Telephony
switch
IPCC or TDM
Other Media
(Collab, Email)
Other Media
(Collab, Email)
Agent
Workstation(s)
Communication Server
Communication Server
Siebel Object Manager, Site B
Siebel Object Manager, Site A
Agent
Workstation(s)
Note
The diagram shown above is a sample of multiple site architecture with Siebel 7. It is also possible for
a single Cisco Driver for Siebel 7 to communicate with multiple CTI OS servers at the same time.
However, a separate CTI OS server must be installed for every ACD.
a single Cisco Driver for Siebel 7 to communicate with multiple CTI OS servers at the same time.
However, a separate CTI OS server must be installed for every ACD.
Table 1-1
Data Availability and Call Context Transfer Rules
Call Center Architecture
Data Availability
Call Context
Single shared database
Data available to any agent, regardless of
call center or site
call center or site
Call context can be transferred between
agents regardless of call center or site
agents regardless of call center or site
Multiple independent databases
with data replication
with data replication
Data available, but might be out-of-date
Only current as of last replication
No call context transfer across sites
Multiple independent databases
without data replication
without data replication
Data never shared
No call context transfer across sites
Difference Between Siebel 6.x and Siebel 7.x Drivers
Siebel 7 supports multiple client interfaces, ranging from desktop-installed applications to thin
browser-based and wireless interfaces. In addition, Siebel 7 provides support for screen pop on multiple
media events, such as from email, collaboration, and calls.
browser-based and wireless interfaces. In addition, Siebel 7 provides support for screen pop on multiple
media events, such as from email, collaboration, and calls.
•
Previously, the Cisco CTI Driver for Siebel was installed on each desktop. The new Cisco Driver for
Siebel 7 is installed once on the Siebel Communication Server.
Siebel 7 is installed once on the Siebel Communication Server.
•
The Cisco Driver for Siebel 6 cannot be used with Siebel 7. Cisco Driver for Siebel 7 does not work
with Siebel 6.
with Siebel 6.