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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 2      Installation
Guidelines for Configuring the CTI Driver for Siebel 7
Figure 2-1
Step-By-Step Process of Siebel Agents Logging in to CTI
 
 
1 
2 
3 
Agent Thin 
Client 
Desktops 
 
Web Server 
Siebel Object Manager (Application Server) 
Siebel Comm Server 1  
Cisco-Siebel Driver          
(Sieb7CiscoCTI.dll)  *
Siebel Comm Server N  
Cisco-Siebel Driver       
(Sieb7CiscoCTI.dll)  * 
Siebel DB 
Configuration “1” 
Profile “1”
*
Configuration “2” 
Profile “2”
*
Configuration “n” 
Profile“n”
*
CTIOSServer 
A2/B2 
CTIOSServer 
A1/B1 
CTIOSServer 
An/Bn 
PG n 
A/B 
PG 1
A/B 
1.
Siebel Thin Agent logs in via the browser to a call center.
2.
Agent receives all data from the Siebel database; in particular, the configuration data for that agent 
and all profile data along with the Driver parameters (list of all possible parameters is found in the 
sample Cisco DEF file). (Those parameters include the CTI OS Server name and the port number 
for Sites A and B.) The Peripheral ID is received as a parameter along with the driver (DLL) name 
and location.
3.
A corresponding Siebel Comm Server loads a Cisco CTI Driver for Siebel 7 instance <DLL> (in 
case it was not loaded yet).
4.
The driver creates a driver/service object for this agent and connects to a corresponding CTI OS 
Server(s) (specified via DEF file) above.
5.
The same driver can handle connections to different CTI OS Servers at the same time.
Configuration Guidelines
Observe the following when configuring the CTI Driver for Siebel 7: