Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide
Chapter 1 Introduction
Introduction to Cisco ICM/CTI OS
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Cisco ICM Software CTI Driver for Siebel 7 Reference Guide Release 6.0(0)
Introduction to Cisco ICM/CTI OS
Cisco’s Intelligent Contact Management (ICM) software is central to Cisco’s
overall call center routing solution. The Cisco CTI OS Server is the heart of
Cisco’s CTI solutions. Together, ICM software and CTI OS provide agent state
and call event information to client applications from TDM or IP ACD, PBX, or
IVR switches.
overall call center routing solution. The Cisco CTI OS Server is the heart of
Cisco’s CTI solutions. Together, ICM software and CTI OS provide agent state
and call event information to client applications from TDM or IP ACD, PBX, or
IVR switches.
When a customer places an inbound toll-free call, the PSTN queries the
customer’s Cisco ICM software for the routing destination or label. As the
network is delivering the call, a pre-route notification is simultaneously passed to
the destination site. A destination site can use this event to gather appropriate
database information. (The database can include the Siebel database.)
customer’s Cisco ICM software for the routing destination or label. As the
network is delivering the call, a pre-route notification is simultaneously passed to
the destination site. A destination site can use this event to gather appropriate
database information. (The database can include the Siebel database.)
The information gathered is used in conjunction with routing scripts, which
ultimately determine the best skill group to handle the call based on a large
amount of available information. The information collected during call queuing is
known as call data and is passed with the call to an agent using the Siebel
application.
ultimately determine the best skill group to handle the call based on a large
amount of available information. The information collected during call queuing is
known as call data and is passed with the call to an agent using the Siebel
application.
A Siebel Certified Engineer uses the Siebel application to map how call data
appears in the appropriate Siebel screen pop. Additional information on how to
customize the Siebel application is provided in
appears in the appropriate Siebel screen pop. Additional information on how to
customize the Siebel application is provided in
Introduction to Siebel 7 Architecture
Siebel 7 supports multiple client interfaces, ranging from desktop-installed
applications to thin browser-based and wireless interfaces. Each interface has its
own strengths and advantages, ranging from high-performance response to ease
of installation. The same user is not limited to a single interface connection to
Siebel and might decide to connect from different systems with different
interfaces at different times.
applications to thin browser-based and wireless interfaces. Each interface has its
own strengths and advantages, ranging from high-performance response to ease
of installation. The same user is not limited to a single interface connection to
Siebel and might decide to connect from different systems with different
interfaces at different times.
The exact performance of any given interface depends on multiple factors, from
the bandwidth and quality of the connection to the load on the Siebel system.
the bandwidth and quality of the connection to the load on the Siebel system.
The diagram shows two possible client connections: the Web client and a
connected Web client.
connected Web client.