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, Release 7.0(0)
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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.
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.
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.
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.
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.
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.
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.
screen pop calls using any customer-selected variable, such as ANI, DNIS, Call,
or ECC variable.