Cisco Cisco Computer Telephony Integration Option 8.5 Reference Guide

   [CmdData:CallbackData]

      Comments            = ""

      Param.BAResponse = "Callback 06022005 10:00"

;// Change the value of the timestamp in the line to meet you application

;//needs. It is hard coded here but possible variations:

        ;// Indicates to the dialer that should schedule a callback on the date and time 

specified                        ;Param.BAResponse = "Callback MMddyyyy HH:mm"

        ;//Indicates to the dialer that it should cancel a scheduled callback

        ;Param.BAResponse = "Callback Cancel"

        ;//Indicates to the dialer to change the number to dial when the callback schedule                                

;Param.BAResponse = "P#" + "callbackPhoneNumber"

Following are the supported versions of the ICM and and the CTI OS Releases in combination with the 
Siebel versions:

ICM 6.0 and CTI OS 6.0, Siebel versions 7.5.3 and 7.7

ICM 7.0 and CTI OS 7.0, Siebel versions 7.5.3 and 7.7

Support for the Outbound Option feature for Siebel customers is limited to Avaya and IPCC. 

For additional information about the Outbound Option functioanlity with Siebel, refer to the Outbound 
Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions and Outbound Option 
Setup and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions.

In 7.2(1), CTI OS supports Call Manager 6.0's silent monitor implementation, called CCM Silent 
Monitor.  With this type of Silent Monitor configured in CTI OS Server, Siebel agents can be silent 
monitored by the supervisor that uses a standard CTI OS Supervisor Desktop. Please note the following 
requirements, versions and limitations for this functionality:

Siebel agent desktop will not receive any notification that call is being monitored. 

Agent desktop does not see call events related to the silent monitor call. 

Siebel agent should use a hard phone in addition to Siebel CTI.  Required phone types are listed 
below. 

CTIOS Silent Monitor type is not supported with Siebel agents. 

CTI OS Server has to be configured for CCM Silent Monitor type. It can be done by running CTI 
OS Server setup. The following registry key indicates that CCM Silent Monitor type is configured:

HKKLM\SOFTWARE\Cisco Systems, 
Inc.\Ctios_<Instance>\CTIOS1\EnterpriseDesktopSettings\All Desktops\IPCCSilentMonitor\

 

Name\Settings\CCMBasedSilentMonitor

This field is used to toggle the silent monitor type:

0 configures CTI OS-based silent monitor

1 configures CCM-based silent monitor