Cisco Cisco Computer Telephony Integration Option 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)
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Customization
The Siebel application can be customized in many different ways to meet the needs of a specific client.
There is no fully featured out of the box Siebel application offered by Cisco with the Cisco Siebel Driver.
The Cisco Driver for Siebel 7 provides an out of the box solution to screen pop calls using any
customer-selected variable, such as ANI, DNIS, Call or ECC variables.
There is no fully featured out of the box Siebel application offered by Cisco with the Cisco Siebel Driver.
The Cisco Driver for Siebel 7 provides an out of the box solution to screen pop calls using any
customer-selected variable, such as ANI, DNIS, Call or ECC variables.
The customization process involves setting up rules in the Siebel application that takes events created by
the Cisco Driver for Siebel 7 and maps them to screen-pop operations in the Siebel application. For
example, different screen pops might be required when a call arrives from a new versus an existing
customer, when the call is placed to a different DNIS, when the call comes from an outside caller, or
when it is queued to a specific skill group.
the Cisco Driver for Siebel 7 and maps them to screen-pop operations in the Siebel application. For
example, different screen pops might be required when a call arrives from a new versus an existing
customer, when the call is placed to a different DNIS, when the call comes from an outside caller, or
when it is queued to a specific skill group.
Customization requires mapping Cisco ICM/CTI OS events and commands in the Siebel application. In
order to perform well, customization requires knowledge of the ICM CTI events with a thorough
working knowledge of the Siebel product. A Siebel Certified Engineer or partner with prior Siebel/CTI
experience is required for product customization.
order to perform well, customization requires knowledge of the ICM CTI events with a thorough
working knowledge of the Siebel product. A Siebel Certified Engineer or partner with prior Siebel/CTI
experience is required for product customization.
Note
Important! The Cisco Driver for Siebel 7 provides an out-of-the-box solution to screen pop calls using
any customer-selected variable, such as ANI, DNIS, Call, or ECC variable.
any customer-selected variable, such as ANI, DNIS, Call, or ECC variable.
Siebel Customization Basics
When the Cisco Driver receives call and agent state change events, it creates a corresponding Siebel
event. This triggers a set of actions defined within the Siebel database, such as a screen pop performed
on an incoming call.
event. This triggers a set of actions defined within the Siebel database, such as a screen pop performed
on an incoming call.
The Siebel application is highly customizable. You can use the Siebel Visual Basic-like or Java-like
scripting language for additional customization. The customizable Siebel database tables can be
imported or exported to plain text DEF files. An example of a DEF file is shown in
scripting language for additional customization. The customizable Siebel database tables can be
imported or exported to plain text DEF files. An example of a DEF file is shown in
A Siebel event consists of a Siebel event name followed by one or more parameters. These parameters
can be used in conjunction with the customization code to determine what action to take on any event.
can be used in conjunction with the customization code to determine what action to take on any event.
maps the Cisco Driver for Siebel 7 events to Siebel event names. The parameters passed with
every call event are listed in
.
Typical arguments passed with an event, for example, OnCallEstablished (the equivalent Siebel event is
EventAnswer), would include ANI, DNIS, CallStatus, Call Variables, and more.
EventAnswer), would include ANI, DNIS, CallStatus, Call Variables, and more.
In order to understand the Siebel customization process better, consider the issues involved when a call
arrives and is answered by an agent. For this example (see
arrives and is answered by an agent. For this example (see
), assume screen pop uses the
customer account number passed in CallVariable1: