Report of the Ministerial Panel established to review the Grade 12 ...

®SIEBEL MIDMARKET EDITION APPLICATIONS
SIEBEL CTI COMPLETE GUIDE
MIDMARKET EDITION
SIEBEL 2000
VERSION 6.0
12PA1-CT00-06010
JULY 2000Siebel Systems, Inc., 1855 South Grant St., San Mateo, CA 94402
Copyright © 2000 Siebel Systems, Inc.
All rights reserved. Published 1998–2000
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subject to the Department of Defense Federal Acquisition Regulation Supplement, are “commercial computer
software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software
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Proprietary Information
Siebel Systems, Inc. considers information included in this documentation and
in Siebel eBusiness Applications Online Help to be Confidential Information.
Your access to and use of this Confidential Information are subject to the terms
and conditions of: (1) the applicable Siebel Systems software license
agreement, which has been executed and with which you agree to comply; and
(2) the proprietary and restricted rights notices included in this documentation.Contents
Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-7
Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-8
Chapter 1. Overview
Siebel CTI Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Features of CTI within Siebel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
CTI Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Setting Up Siebel CTI Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Integrating Call-Center Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Working with Siebel Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Siebel CTI Complete Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
CTI Command and Event Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-10
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-11
Chapter 2. Configuring CTI in Siebel
Chapter Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Related Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Siebel CTI Complete and Siebel Client Software . . . . . . . . . . . . . . . . . . . 2-4
Siebel Thin-Client Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Version 6.0 Siebel CTI Complete Guide MidMarket Edition iiiContents
Using CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Working with Siebel-Validated CTI Middleware/Switches . . . . . . . . . . . . . 2-6
Working with Other CTI Middleware/Switches . . . . . . . . . . . . . . . . . . . . . 2-7
Setting Up a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8
Setting Up a New CTI Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Enabling CTI for Siebel Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12
Enabling Siebel CTI Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12
Enabling Siebel CTI Complete Simulation . . . . . . . . . . . . . . . . . . . . . . . . 2-14
Editing the Siebel .cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14
Specifying CTI Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . 2-18
Siebel CTI Complete Configuration Views . . . . . . . . . . . . . . . . . . . . . . . 2-19
Editing or Creating a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . .2-21
Copying or Deleting a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . 2-23
Specifying Configuration Parameters and Telesets . . . . . . . . . . . . . . . . . . 2-25
Specifying Agents and Extensions for Telesets . . . . . . . . . . . . . . . . . . . . 2-27
Viewing Agent Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32
Viewing Extension Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-34
Specifying Commands and Command Parameters . . . . . . . . . . . . . . . . . . 2-36
Creating New Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-38
Specifying Event Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-39
Creating New Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-40
Viewing All CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-41
Importing and Exporting CTI Configuration Data . . . . . . . . . . . . . . . . 2-43
Import and Export Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-43
Importing CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-43
Exporting CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-45
CTI .ini and .def Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-47
Working with Call-Center Status Data . . . . . . . . . . . . . . . . . . . . . . . . 2-50
Viewing Teleset Status Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-51
Modifying How Teleset Status Data Is Displayed . . . . . . . . . . . . . . . . . . . 2-52
iv Siebel CTI Complete Guide MidMarket Edition Version 6.0Contents
CTI Options for End Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-53
End-User Client CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-53
End-User Client CTI Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-59
Chapter 3. Working with CTI Commands and Events
Chapter Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
CTI Definition Data in the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Testing Configurations with the CTI Simulator . . . . . . . . . . . . . . . . . . . . . 3-3
Command and Event Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Special Fields and Special Commands . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Special Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Special Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
Using Character-Field Macros . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12
Macro-Expansion Syntax Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-12
Macro Expansion with Phone Numbers . . . . . . . . . . . . . . . . . . . . . . . . . 3-13
Macro-Expansion Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-15
Types of Command and Event Definitions . . . . . . . . . . . . . . . . . . . . . . 3-17
CTI Command Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-17
CTI Event Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-18
Command Definitions . . . . . . .