Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide
C H A P T E R
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Cisco ICM Software CTI Driver for Siebel 7 Reference Guide Release 6.0(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 single suitable out-of-the-box solution that
meets all needs.
needs of a specific client. There is no single suitable out-of-the-box solution that
meets all needs.
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.