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CIC Integration to Siebel Installation and Configuration Guide
CTI events
For more information about name-value pairs for the following events, see Configuring screen pops.
EventRinging
The CIC Integration with Siebel sends the EventRinging Event when a new incoming call is alerting the Siebel Agent. This event is not sent if the Auto Answer configuration is set in Interaction Administrator for a particular user. Only the EventConnected event is sent in the Auto Answer mode. By sending separate events for call alerting and call connected, the screen pop can be sent at the customer's discretion.
EventConnected
The CIC Integration with Siebel sends the EventConnected when a new incoming call is connected with the Siebel Agent.
EventDisconnected
The CIC Integration with Siebel sends the EventDisconnected when a call is disconnected.
EventDialing
The CIC Integration with Siebel sends the EventDialing when an outbound call is in the dialing state.
Note: The EventConnected event is highly recommended for sending screen pops to the Siebel Agent. Unexpected results could occur using the EventRinging event. The EventRinging screen pop is sent while the call is alerting the agent. Because Siebel takes time to pop the specific screen, it is difficult to know when the call is connected after clicking Answer Call.
EventReqPop
The CIC Integration with Siebel sends this event to Siebel when the user requests a screen pop for the currently selected call in the work item list.
EventEstablished
The CIC Integration with Siebel sends this event to Siebel when an agent starts a new outbound call. For example, the Siebel Event Handler corresponding to this event could create a Siebel Activity for every outbound call. The CIC Integration with Siebel also sends this event to Siebel when the Interaction Dialer starts calls that are connected to a Siebel Agent.
ChatTextAdded
The CIC Integration with Siebel sends this event to Siebel when a Chat interaction has received a new message from the remote customer end.
WorkItemChangeCallSelected
This event is sent when the integration requests that a specific interaction in the list should be selected. Siebel responds to this event by selecting that interaction and delivering a command notification. This event is for internal purposes only: do not change it. If it is changed, unexpected behavior can result.
Standard attributes for CTI events
The following table describes the standard attributes for CTI events.
|
Parameter |
Description |
|
CallId |
Unique ID of the CIC interaction |
|
CallIdKey |
Unique ID of the CIC interaction used as a unique ID of CIC’s Call Detail table. This data field can be used to link between the CIC and Siebel database. |
|
LocalTn |
Agent’s extension. Always set to Eic_LocalTn unless the call came through a workgroup, in which case LocalTn is set to "". |
|
S_DNIS |
DNIS. Not provided out of the box. Inform the CIC handler developer to store S_DNIS value as needed. |
|
SiebelCall |
Used to signify a call was originally sent to an internal agent. Used to send a data transfer when a call is transfer from one agent to another. Used with SiebelViewBmk |
|
SiebelViewBmk |
The bookmark of the page an agent was on before the call was transferred to another agent via Blind Transfer, Consultative Transfer, or Conference. |
|
ANI |
Caller ID |
|
S_PhoneNumber |
The phone number of the party called on an outbound call. Note: This value is sent only on EventEstablished. |