Documente Academic
Documente Profesional
Documente Cultură
S.I.D : 436378
TABLE OF CONTENTS
1. Introduction
2. Various Siebel Applications - Várias aplicações de Siebel
5. Siebel Marketing -
Managers use Siebel applications to analyze the sales pipeline, generate forecasts,
and see current measurements of customer satisfaction in service organizations.
Siebel eBusiness uses a single database and integrates with the back office to
ensure consistent customer interactions. It supports a variety of clients,
databases, and server platforms.
Siebel Communications
Siebel Finance
Siebel Insurance
Siebel Pharma
Siebel Product Configurator
and customer accounts. Users can schedule and track activities related to
accounts.
They can establish new opportunities with existing accounts. They can associate
accounts with other key information such as contacts, service histories, and
product
Siebel Opportunities 1
Users can gather information about target accounts, partners, product interest,
team members. As the opportunity progresses through the sales cycle, users can
Siebel Contact Management enables users to create and distribute profiles for
each
business contact and personal contact. Each contact is associated with an account
other Siebel records. Users can track all activities related to each contact. Users
can
opportunities, and contacts, as well as manage their personal to-do lists. They can
delegate activities to colleagues and track priorities, due dates, and completion
dates. When users enter activities with start dates, the activities automatically
Siebel Calendar 1
Siebel Calendar enables users to integrate activities with their calendars. Activities
contacts. Users can display their calendars in daily, weekly, or monthly views. The
programs, such as Microsoft Outlook and Novell GroupWise, allowing users to use
complex sales and marketing campaigns that break down into individual events.
Users can access the campaigns to view detailed information such as campaign
summaries, call scripts, contact lists, call status, quotas, and related literature.
as product lines, descriptions, key features, price lists, discounts, and feature-
byfeature
product white papers, data sheets, and product videos. Having access to current
product information keeps users well informed and well prepared to respond to
Siebel Service Request Management provides users with easy access to customer
problems. For difficult issues, users can assign service requests to other groups or
Solutions describe how to resolve service requests and address product defects.
Users can apply past solutions when trying to resolve current problems, enter
solutions that address potential problems before issues arise, and associate
the level of service that customers are entitled to receive. Users can verify
agreement
details such as the dates of coverage, authorized contact list, products, and quotas
Siebel Proposals 1
Word draft proposal based on details of the sales opportunity including the
decision criteria.
Siebel Presentations 1
decision criteria. Users can customize the presentation further to meet customer
requirements by using the latest information published in the Siebel Encyclopedia
Correspondence
templates, attach literature files, and merge contact information from the Siebel
Literature 1
Siebel Literature views allow users to access sales and marketing literature such
as
product brochures, white papers, and data sheets. Literature is easy for users to
access; and because this information is stored online, users can be sure it is the
most
Categories 1
contacts that is important to their personal selling style. Users can track
information
Siebel Expense Reports allow users to enter expense reports, submit them for
approval, and track their progress through the approval cycle. With the click of a
details. The Hotel feature allows users to easily itemize hotel expenses, and the
Spread features allows users to distribute a single amount over several days.
Often, you are selling services, not physical products. As a result, you need ways
to
plan and keep track of the time and people working on a project.
4. SIEBEL SALES
Siebel Sales allows teams of sales and marketing professionals to manage sales
information throughout the entire sales cycle. This base application includes
Opportunity Management, Account Management, Contact Management, Activity
Tracking, Message Broadcasting, Siebel Search, Quotas, and Incentives
functionality. Siebel Sales measures, manages, and improves sales performance,
ensuring a competitive advantage while providing consistency in analysis,
interpretation, and information management. Decision makers use the same tools,
resulting in parallel thinking across the entire enterprise, bottom line savings, and
shorter lead-to-closure sales cycles.
6. SIEBEL MARKETING
Siebel Marketing allows comprehensive front office analysis of ones company,
and execution at all customer touch points. All information from other Siebel
applications, and external legacy systems, can be brought into the Siebel data
mart
This analysis may then be used to plan sophisticated campaigns that can be
executed via the Siebel Call Center, pager, fax, direct mail, Web, and email.
Siebel Marketing provides a set of views grouped into several screens. (The exact
number depends upon your licensed Siebel options.) Each screen represents a key
business issue around which the marketing or sales group develops strategies for
success.
Each tab on the tab bar takes you to a different screen. Each screen contains
three
Siebel Call Center is designed for the next generation call center, enabling agents
to handle a complete set of services, support, and sales interactions across a
broad range of communications
channel such as phone, Web, fax, email, Interactive Voice Response(IVR), and
electronic data transfer.
Application software with your telephone switch and CTI middleware. With Siebel
CTI, the telephone system provides notification of telephony events to the Siebel
desktop, and your Siebel application software, in turn, controls or interacts with
the
phone system.
• Offer faster, more accurate, and more personalized service for customers,
while
• Provide a common user interface for your Siebel application and your
telephony
system
Call-center agents can place, receive, conference, and transfer telephone calls,
fully
integrated with the Siebel applications they use in their other call-center activities.
Your enterprise can use CTI-enabled Siebel applications to meet your business
needs and tailor call handling to best serve your employees and customers.
CTI is integral to a call center’s ability to manage and monitor calls. Call-center
agents will use Siebel CTI features in their regular work, and managers and
administrators will use CTI to manage and track their call center’s operations.
5. FIELD SERVICE
Siebel Field Service provides service center agents, warehouse staff, and field
Siebel Field Service handles a full complement of field service tasks, including the
following:
_ Provides field service engineers with complete service details, including the
_ Utilizes a barcode reader to read serial numbers and to label certain field service
service center and field engineers being dispatched with spare parts. A field
service
organization that can rely on a single software application to manage this process
Separate functional groups such as the service center, dispatch, field engineers,
and
parts organizations need to share information. Siebel Field Service integrates call
connect to a Siebel Server and exchange updated data and files, a process known
field personnel to share current information across virtual teams of other mobile
As mobile users enter and update information in their local databases, Siebel
Subsequently, when the user connects to the Siebel Remote server (via a modem,
LAN, WAN, or Internet connection), these transactions are uploaded from the
applied to the database server by other users. Siebel Server components then
write
these transactions to separate directories for each mobile user. The transactions—
Loading data directly into Siebel base tables is not supported. Due to the
complexity of table relationships, one must use EIM to import data into Siebel
base
tables.
EIM is used to perform bulk imports, exports, merges, and deletes. Examples of
these
functions include:
_ When initially implementing a Siebel application, one can load the Siebel
database tables with data and file attachments created by external applications.
For example, one might import information about product lines and products
_ As part of maintaining the database, one can update it with information created
line using another application, and one might import the information into the
Siebel database.
_ When initially implementing a non-Siebel application, one can export data from
the Siebel database tables for use by that application. For example, you might
from the Siebel database. For example, one might add new customers to an
_ In response to such external events as corporate mergers, one can merge two
or
more database rows into a single row. For example, one might merge the "Frame,
_ As part of maintaining the Siebel database, one can identify rows to be deleted
from a table and its associated child and intersection tables. For example, one
• Ensuring that response time objectives are met for customer callbacks and
open
service requests
product shipments
In practice, the benefits of the policies often are not realized because the policies
are not consistently enforced. This may be due to the large number of processes
or
Siebel Workflow uses as its basic model the processes organizations use in their
sales, marketing, and service departments that determine business workflow. You
organizations handle their workflow processes. Siebel Workflow works with all
• Ensure that response time objectives are met for customer callbacks and
open service requests
• In practice, the benefits of the policies often are not realized because the
policies are not consistently enforced
For example, in a sales organization, you may create an assignment rule that
score
(object). In a service organization, you may create an assignment rule that scores
Assignment Manager compares the pool of resources and work to the rules and
assigns the positions or employees accordingly
To modify these reports or add new reports, we need to use Siebel Tools and
Actuate Developer Workbench
_ In Siebel Tools, by creating and modifying Report (and other) object definitions
and setting properties within them. These object definitions are executed at run
time.
only, frequently report redesign work requires making changes and additions in
both places.
10. APPLICATION ENVIRONMENT
• Siebel Application Environment consists of
• A relational database (RDBMS) and a file system, which store business data
• Servers that manage the business data and provide batch and interactive
services for clients
Siebel Client
• Can be
• Dedicated client
• Mobile client
• Thin client
Dedicated Client
• Is usually a desktop PC
Mobile Client
• Is usually a laptop
Thin Client
• Uses the server for access to the database and file system
• Is deployed as
• Typically implements the look and feel of the corporate Web site
• Enables read and write functions to the Siebel database through a wireless
connection between a Wireless Application Protocol (WAP) device (such as a
mobile phone) and a WAP server
• Users can access opportunity, account, service request, contact, order,
activity, and calendar data
All Clients
Siebel architecture is designed to be scaleable to support all clients
Component-Based Applications
• Business logic
• The executable generates at run-time all required SQL code based on the
business and data objects in the repository
Multi-layer Architecture
User Interface
• Operates on object definitions in the SRF that capture the specific user
interface for the application
Object Manager
• Provides for consistent object behavior for all Siebel business objects
• Operates on object definitions in the SRF that capture the specific business
logic for the enterprise
Data Manager
• Operates on object definitions in the SRF that define the database schema
• Uses the Data Exchange Layer to communicate with a specific data source
Deployment Options
• User Interface, Object, and Data Managers all reside on the dedicated and
mobile clients
• Object and Data Managers reside on the server for thin clients
o User Interface also resides on the server for HTML thin clients
Standards-Based Interfaces
• Compressed object definitions that define the application look, behavior, and
data
• Gateway Server
• Enterprise Server
• Application or server component
• Data model must be robust enough to support varying forms of the business
logic
• Tables
• Columns
• Indexes
• User Keys
• Consist of multiple columns that can each store at most a single value
Primary Key
• Is a column that uniquely identifies each row in a table
ROW_ID
Tables
Data Tables
• Business data
• Administrative data
• Seed data
Interface Tables
Repository Tables
• Contain the object definitions that specify one or more Siebel applications
User Key
• Specifies one or more columns that must contain a unique set of values
• Prevents users from entering duplicate records based on the user key
Indexes
• Are a separate data structure that stores a data value for a column and a
pointer to the corresponding row
• Developers tailor the standard Siebel screens, views, and applets to better
support users’ business needs
• Siebel standard applications are built upon a set Siebel business components
that implement a defined business logic
• Cannot undo or back out changes when made directly on the server
• Use Siebel supplied mechanisms to copy definitions between server and local
databases
Set Up a Developer
14.SIEBEL CONFIGURATION
When we start a Siebel application
o Given the info in the .cfg file, the appropriate .srf file is read
o A connection is established to the database specified
.srf file
o Read at runtime and provides faster access to the object data than
would be achieved if reading the definitions from the database
o The Siebel application reads the info stored in the .srf file on demand
as different parts of the application are executed. Once the definition
is read from the .srf file, it is kept in memory.
.cfg file
The Siebel executable is not modified (in creating a custom Siebel application),
only the files it reads are changed (.cfg, .srf, etc.)
Repository file
The repository file is a compiled file which contains the data
configuration and the data presentation configuration constructed by
the developer.
2) Business Objects
3) Data Objects
Intersection table
Business Component
o Associates columns from one or more tables in the Data Object layer
into a single logical entity.
o Maps to a main table which provides the most important columns for
use in the business component.
Business Object
Siebel UI organization
Applet
View
o The Siebel application window displays one view at any one time. You
can
change the currently active view by selecting a different view from the view
Screen
o Screens are accessed via the Screens menu or the Tabs in the Tab bar.
One or both may exist for a given screen.
o Screen definitions specify the default view that appears when a tab is
clicked.
o BC
o BO
o Applet
o View
o Screen
o Application
o Add fields to BC
o Associate BC to BO
o Create a view
o Create a screen
1. 4
2. 5
3. 6
4. 7
JOIN
A Join allows data from more than one table to be displayed on one applet.
The join declares the destination table (where the data resides). The join
specification defines how to get from the source to the destination. The destination
column is the name of the destination table’s column the join will be performed
on. This is required if the join occurs on a column other than ROW_ID. The source
field is the name of the field in the BC that the destination table will be joined on.
A join to a table insures that the joined in data is coming from one
other table and one other table only. If Siebel were to join to another
BC, there would be no way to insure that the resulting SQL would be a
simple join to one other table. This is because the BC fields could be
join fields themselves and multi-value fields.
LINK
o Allows data from the child BC (foreign table) to return many records
associated with the parent (driving or main table)
The link defines which fields in the parent and child BCs relate the two BCs.
M:M relationships
M:M relationships require an intersection table which stores the foreign keys.
DRILLDOWN
The two types of view drilldown that Siebel supports are
DYNAMIC DRILLDOWN
The History List is same as the Microsift Internet Explorer History list, to visit
previous Views. The thread bar is refreshed when another screen is selected from
the tab bar or Screens menu.An entry in the History drop-down list appears
indented when a user navigates to a view in a different BO context, and then
navigates from that view to another.
PICKLIST
o Provides for the popup display of a list of valid values for a user to
select from
o Can be bounded (must pick a single value from the list) or not
bounded (can type in a single value not in the list)
o Valid values are entered into the S_LST_OF_VAL table (which can be
entered interactively through administration screens)
• Depends upon
Organizational Visibility
Team-Based Visibility
Ownership Visibility
Accounts
Opportunity
Contacts
Activities
Products
• Accounts have many products and a product can be associated with many
accounts
(many to many )
• Contacts can have many products and a product can be associated with
many contacts
( many to many )
( many to many )
( many to many )
• opportunities have many contacts and contacts can be associated with many
opportunities
(many to many )
Goals : Practice mapping object definitions in the business objects layer to the
data objects layer in
Detailed Instructions :
1. Start Siebel tools from the Siebel tools 6.0 program group. Log in as
SADMIN with SADMIN as the password . Select Connect to Sample Database
.
b. Add a new record ( Press Ctrl+N) in the Object List Editor (OBLE).
c. Properties to set :
Locked : True
c. Properties to set :
Class : CSSBusComp
Table : S_OPTY
4. Add single value fields to the business component , which map to the
underlying columns in the S_OPTY SQL Table.
c. Enter new records for each field in the Single Value Fields OBLE that
appears under the business components OBLE. Parent and child
information is displayed between these two OBLEs
5. Create new records for each single value fields. The single value fields and
their properties are listed below
a. (Field 1)
Name : Name
Column : NAME
Required : TRUE
Type : DTYPE_TEXT
b. (Field 2)
Name : Description
Column : DESC_TEXT
Required : TRUE
Type : DTYPE_TEXT
c. (Field 3)
Name : Budget
Column : BDGT_AMT
Required : TRUE
Type : DTYPE_CURRENCY
6. Create a Business Object
c. Properties to set:
a. Expand the Business Object object type in the OE. Select the ABC
Opportunity Business object in the OBLE.
Goal : using the ABC Opportunity business object and business component
created in the previous section
o Add the View to the responsibility that users are assigned to.
Creating a Applet :
Class : CSSFrameList
Height : 4
Type : Standard
Width : 2
Select Edit Layout from the popup to invoke the Applet Designer.
d. Close the applet designer by selecting File- Close from the menu.
e. Select the ABC Opportunity List Applet in the applets OBLE bring up
the applet designer then paste the controls from the clipboard into the
applet by selecting Edit-Paste from the menu.
f. Save the applet then close the applet designer.the controls should be
listed in the controls OBLE.
5. Add List columns for the List control. The list columns are the individual
columns that will be displayed in the list. The list columns will reference the single
value fields entered for the ABC Opportunity business component.
a.expand the list child object type for the selected applet in the OE
b.select the lists OBLE . insert a new record .set the Alphatabsearchfield property
of the new record to Name.
c.select the List Column object type in the OE to display the List Columns OBLE.
e. (List Column 1)
Sequence : 1
Type : TextBox
Width : 25
f. (List Column 2)
Sequence : 2
Type : TextBox
Width : 25
g. (List Column 3)
Sequence : 3
Text Alignment : Left
Type : TextBox
Width : 25
CREATING A VIEW
a. Select the View Object type in the OE. Add a new record in the Views OBLE.
Title : My Opportunities
CREATING A SCREEN
To create a screen that will group the opportunity views for the ABC Sales
Application.
a. Select the Screen object type in the OE. Add a new record in the OBLE.
a. Expand the screen object type in the OE. With the newly entered screen
highlighted in the OBLE.Select the screen view object type in the OE to
display the screen views OBLE.
Sequence : 1
Sequence : 10
CREATING A APPLICATION:
a. First create a project in the Projects OBLE that will contain the Application
object definition.
Name the project ABC Sales then lock it by clicking in the locked property.
a. Expand the Application object type in the OE. With the new application
above highlighted select the Application Toolbar object type in the OE
b. Add a new record in the Application Toolbars OBLE, then set the following
properties to add the main toolbar to the application :
Name : Main
Sequence : 1
Name : History
Sequence : 2
Name : CTI
Sequence : 3
a. Select Repository –compile objects from the menu to display the Object
Compiler .
b. The Views Administration view will appear .choose Add new record from the
Edit menu.
c. With the view added , you need to give the ABC Field Sales Rep access to
the view.
e. Select ABC Field Sales Rep in the Responsibilities applet to display the views
associated with this responsibility. now add the employees you want to give
access to this screen for example
BSTEVENS Etc.
h. double click the ABC Opportunity List View in the association list. This adds
the view for the
And the associate them with the ABC Sales Application by doing this we will have
6 different screens in the ABC Sales Application.
b. Make a copy of Siebel.cfg in this directory. Name the new file abc.cfg.
d. Change the Repositoryfile parameter into "abc.srf" and make the following
changes
RepositoryFile = "abc.srf"
c. Modify the properties of the new program item. Select the program item
then choose
e. In the target field include the name of the abc.cfg file using the /c option.
Goal :
-To create a join and join specification object to retrive detail account
information into a business component.
-Expose the specified account table columns in the two business components
.
Detailed Instructions :
b. Using the Types tab,SELECT AND EXPAND THE table object type in the
object editor (OE)
d. Select the Column child object type in the OE to display all columns for
S_CONTACT.
e. Find the foreign key column in the S_CONTACT table that refers to the
S_ORG_EXT table.
f. Expand the Business Component object type in the OE then select the ABC
Contact business
g. Select the Join child object type in the OE to display the Joins OBLE for the
selected business
Component.
Table : S_ORG_EXT
i. select the Single Value Field object type in the OE.Enter the new field that
will be required to
perform the join and the fields that are returned from the joined table.
Enter a field for the foreign key column in S_CONTACT,set the following properties:
Name : Account Id
Column : PR_DEPT_OU_ID
Type : DTYPE_ID
J. Enter a new field for the account name.enter the properties of this
field in the order below. Be sure to specify the join property before
specifying the column property.
Join : S_ORG_EXT
Column : Name
Type : DTYPE_TEXT
New field
Join : S_ORG_EXT
Column : LOC
Text Length : 50
Type : DTYPE_TE XT
a. Create the join specificationfor the join relationship between the ABC
Contact business component and the S_ORG_EXT table.
Expand the join object type in the OE with the newly created join selected in
the OBLE.
Select the join specification child object type in the OE then insert a new
record. This new record is used to define how the join is created between
the S_CONTACT table and s_org_ext table.
Name : Account Id
d. Select repository – compile ABC Contact project for ABC Sales Application.
e. Test the Application .Accounts info should be displayed in the Contacts View.
Siebel Thin Client is a deployment option for customers who want to deploy their
existing
Siebel eBusiness Applications over the Internet or on their corporate intranet. Thin
Client is a deployment option because customers do not have to perform
additional configuration using
Siebel Tools.
The application configurations that were completed for dedicated clients can also
be
Deployment Steps 11
customize your Siebel application, install and configure Siebel Thin Client ,
a. Use Siebel Tools to customize the applets and views within the selected
configured during the Siebel Server installation. Neither administrator nor users
_ If thin client users will run the Siebel application using a Netscape browser,
_ If thin client users will run the Siebel application using the Internet Explorer
4 Test your Siebel application by viewing it with Siebel Thin Client for Windows.
5 If necessary, you can run the application using the dedicated client if you need
The Siebel .COM applications are built upon a technology called HTML Thin Client,
which allows you to develop and deploy Web applications based on Siebel object
_ Perform queries, sorts, and other operations that users may have performed
Because of the interaction between the Web application and these various
serverside
components, HTML Thin Client is part of a larger system that also includes
within normal HTML files. Tags are placeholders for Siebel-specific content. You
use tags as placeholders to insert controls or other user interface objects, such
as views, applets, or screenbars, into Siebel templates. Tags can also be used to
tags. Templates provide layout and formatting for objects created in Siebel Tools.
_ Siebel Web Server Extension. A library that runs inside a Web server to direct
_ Siebel Web Engine. The interpreter of Siebel templates, this service inside Siebel
Server dynamically generates the HTML pages that make up the application’s
user interface.
_ Application Object Manager. The component that passes Siebel object definitions
and data between the database and the Siebel Web Engine. These object
definitions provide the application logic and enable the user to interact with the
database.
A Siebel template is a special kind of HTML file that defines the layout and
formatting of elements of the user interface (such as views, applets, and controls).
Dedicated client applications do not require this definition because the layout and
on the other hand, require HTML to define the layout and formatting of a page.
Siebel Web Templates provide this HTML layout information to the Siebel Web
While templates define the layout and formatting of HTML applications, the
you would use Siebel tools to create the applet, and then map this new applet to
an
Siebel Applet tag in the template associated with the existing view.
By convention, the filenames of Siebel templates take the .SWT extension, for
example, CCPageContainer.SWT, CCHomePageView.SWT, and so on. This
Siebelsuggested
Types of Templates 1
The templates you’ll modify for your .COM applications fall into one of several
groups, depending on the purpose of the template or what the template contains.
_ View template. Used for displaying a view; specifies where to layout applets and
other page-level controls on the view, and what the formatting of the view
should be.
_ Applet template. Specifies where to layout fields and controls for an applet. Also
Applets can have more than one mode. The types of modes are:
_ Base: Read-only mode for displaying but not editing data. Views appear by
_ Web Page template. For pages that are not in an applet or view context, for
_ Page Container template. Used as container pages for view templates. The
overall
There is one pagecontainer per application, but web page templates can be
flagged to not use it (for example, the login page cannot use the page container).
_ Formatting templates. Templates that allow you to create custom HTML types,
such as specialized controls. list items, and page items. These templates have
tags. For example, you may have an About This Application help page. However,
Using Siebel Tools and a text editor or HTML authoring tool, the Web application
1. Using Siebel Tools, configures the business objects, applets, views, and all of
the
other normal elements of a Siebel application. Normally, you will be altering the
4. In Siebel Tools, maps the applets, fields and controls to the placeholders in the
appropriate template.
1. Copies the template files to the webtempl directory in the Siebel Server
installation.
2. Copies all new HTML and images to the public directory on the Web server
machine.
3. Adds a link from the existing Internet or intranet site to the application.
When a user interacts with a .COM application (by clicking a button or hyperlink
2. Retrieves relevant data from the database through the Application Object
Manager.
3. Retrieves the repository object definition of the view and applet to display the
4. Reads the .SWT file and maps the retrieved data and applet and view
5. Delivers the HTML page (including the standard HTML and the retrieved data)
through the Web Server, back to the user’s browser for display as a Web page.
Users of a .COM application interact with the application through their Web
browsers. The interface they see is a set of Web pages dynamically generated by
Siebel Web Engine by matching the repository definition of the application with the
the various objects in a .COM application. These user interface elements are the
same as in the traditional client; however, in the .COM application, you are not
either by typing the URL and pressing ENTER or, more usually, by clicking a link.
1. A user with a browser sends the URL of your application to your Web server.
The user can do this by typing in the URL or clicking a link on your main site.
http://www.mycompany.com/siebel/eService/
start.swe?SWEView=ISS+Service+Request+View
2. The suffix of this URL (.swe) tells your Web server to direct the request to the
http://www.mycompany.com/siebel/eService/
start.swe?SWEView=ISS+Service+Request+View
3. The Siebel Web Engine matches the virtual directory specified in the URL.
4. The Siebel Web Engine reads the eapps.cfg file to find out:
_ Which Gateway Server to direct the request to, and at which port
_ The name of the Application Object Manager server (in case Resonate Central
5. The Web server directs the request through the Gateway Server to an available
the particular service (as set in the Configuration File component parameter for
7. Application Object Manager reads the configuration file (located in the Siebel
Server’s \bin directory) to find out the application name and the name of the
.srf file.
For example, one of the parameters in the configuration file may identify the
application definition (from the .srf file in the \objects directory) to use for
retrieving data.
9. The Siebel Web Engine retrieves data from the database and the repository
definition of the views and applets through the Application Object Manager.
10. From the request, the Siebel Web Engine determines which .swt file to use. It
will then parse the .swt file for the Siebel tags.
11. The Siebel Web Engine generates the HTML file based on the .swt file, the
Siebel
data, and the repository definition of the views and applets, and sends it back
12. The Web server receives the generated HTML file from the Siebel Web Engine
The following figure shows what one page from a sample Web application looks
like in the
user’s browser.
This particular page consists of several applets. The following section takes a
closer
With over 250 consultants the Siebel group, part of the Oracle universe, has expertise in delivering services
on Siebel Call center, Siebel sales force automation, Siebel e-finance, Siebel e-communication, Siebel e-
insurance for Financial services, telecom, Hi-tech, and life sciences customers.
Highlights
• In-depth expertise in providing Siebel services for financial services and Hi-tech industry
• 7500 man-months of project experience, implementations and global rollouts, upgrades and offshore
maintenance
• Extension of core capabilities into Siebel testing through partnership with Mercury Interactive &
Silknet and EAI through partnership with Vitria, TIBCO, webMethods, IBM MQ Series and
SeeBeyond.
Fonte: www.hcltech.com/.../oracle/SiebelCRM/index.asp
En este artículo, un fan de Siebel nos dice las principales diferencias de Siebel Analytics
frente a otras herramientas como Business Objects o Cognos:
1- No es una herramienta, sino una aplicación. Es decir que viene ya con una
funcionalidad importante preconstruida, lo que acortaría los proyectos.
2- No se limita a analizar el pasado, si no que también se ocupa del futuro
3- Incluye conocimiento sectorial, de los siguietnes sectores: automoción,
comunicaciones, consumo, clínico, energía, financiero, seguros, médico, farma, retail o
medios.
Estos son un par de pantallazos:
Client for Siebel Systems Installation, Configuration,
and Problem Determination Guide
FONTE: http://callpath.genesyslab.com/docs63/html/cpesbl/ecsblm47.htm#HDRINDEX_START
Index
ACEHILPRSTVW
A
architecture (91)
C
call center configuration (121)
call context (94)
call variables (93)
CallPath Enterprise
command parameters (109)
commands (108)
configuration parameters (101)
event data fields (116)
events (112)
CallPath Enterprise call data (132)
CallPath Enterprise Client for Siebel Systems
architecture (90)
configuration
client (99)
server (100)
customization (104)
installation (89)
introduction (81)
overview (82)
product information (83)
CallPath product family (84)
command parameters (110)
configuration parameters (102)
configuring a call center (120)
CTI commands (106)
CTI parameters (107)
customization (98)
E
event data fields (117)
event fields (115)
events (113), (114)
H
hardware requirements (85)
I
installation
CallPath Enterprise Client for Siebel Systems (95)
checklist (97)
verifying (118)
L
limitations, switch (124)
P
parameters
command (111)
configuration (103)
R
requirements
hardware (87)
software (88)
S
screenpop (92), (105)
software requirements (86)
switch limitations
Alcatel OmniPCX (125)
Aspect CallCenter (126)
Avaya Communications DEFINITY G3 (127)
Avaya Communications INDeX (128)
Ericsson MD110 (129)
Nortel DMS-100 (130)
Nortel Meridian 1 (131)
T
troubleshooting (123)
V
verification test (122)
verifying installation (119)
W
workstation setup (96)
Architecture
The CallPath Enterprise Client for Siebel Systems runs in the Siebel application
space. It is responsible for:
• Sending telephony events received from CallPath Enterprise Client for Siebel Systems to the
Siebel eBusiness application.
Figure 2. CallPath Enterprise Client for Siebel Systems interfaces: Siebel applications and
CallPath Enterprise Client
The Siebel application is primed with the IBM-provided definition and configuration
files. CallPath Connection for Siebel Systems/CallPath Enterprise Client for Siebel
Systems implements these driver-level commands described in Table 4.
Command names are defined by CallPath Enterprise Client for Siebel Systems.
When CallPath Enterprise Client for Siebel Systems is installed, a sample definition
file is used to import the new commands into Siebel. Siebel defines two layers of
command definitions, one specific to the Siebel application and another which
maps the Siebel business logic to driver commands.
Note:
CallPath Enterprise Client for Siebel Systems provides a preliminary definition file. You will
need to customize it to suit your business needs. See CallPath Enterprise Client for Siebel
Systems customization for more information.
Screenpop and call variables
When a call is passed to the Siebel application, all of the call variables available
with a call are passed to the Siebel application as a set of key/value pairs. These
variables are used by the Siebel application to execute the proper screenpop.
For example, the key/value pairs will appear to the Siebel application in this
format:
ANI=value
DNIS=value
...
Call context
When an agent using the Siebel application receives a call or when a call is
transferred, CallPath Enterprise Client for Siebel Systems saves and restores, or
transfers, the current call context. Call data is passed from agent to agent using
CallPath Enterprise call data. See Appendix B, CallPath Enterprise call data for format and
restrictions.
Note:
Whether the call is transferred locally or to a remote site, the call context data remains with
the call.
7. In the left window panel, List of Value - Types, scroll to find the CTI_MIDDLEWARE
entry. Expand the CTI_MIDDLEWARE entry to reveal the Values sub-item. Select the
Values sub-item.
8. In the List of Values window panel, right-click and select New Record to add a new entry.
10. Repeat Steps 4 and 5 for the entry CTI_ACD_QUEUES. Enter a single ACD queue
applicable to your local call center in both the Code and Display value fields.
11. If necessary, repeat Steps 4 and 5 for the entry CTI_SWITCHES and enter the new
telephone switch name (for example, Nortel DMS-100 CO) in both the Code and Display
Value fields.
12. Select Screens-->Call Center Administration-->CTI-->All Configurations.
13. From this window, right-click and select New Record to add a new entry.
14. Specify the following values for the new configuration entry:
15. Name: <any appropriate name>
16. Switch Name: <Select an appropriate switch from the drop down list>
17. Middleware Name: IBM CallPath
18. Middleware Host: <hostname of CallPath Enterprise Server>
19. Middleware Port: <port of CallPath Enterprise Server>
20. With the new entry still selected, click the Import button.
22. Find the csemsmpl.def and csemsmpl.ini files located in the c:\cseb\conf directory.
24. Select the Import CTI Configuration Commands and Events check box, and click
Browse.
27. Before importing the definitions contained in csemsmpl.def and csemsmpl.ini, the
message "The current CTI commands or configurations will be deleted before importing. Do
you want to proceed?" is displayed. Click Yes.
28. Once the import is complete, with the new configuration still selected, click on the
Configuration Parameters and Telesets view on the left side of the screen.
29. In the Configuration Parameters window, edit the Driver:ServerName parameter value to
specify the appropriate CallPath Enterprise Server for your call center environment.
31. In the Telesets, Agents, and Extensions windows, add entries for a single agent and teleset
appropriate for your call center environment. Refer to the Siebel CTI Guide for specific
details. This agent and teleset is used to test the installation.
Note:
When using the current sample Siebel database, do the following:
1. Select the appropriate CTI configuration in the Telesets window.
2. In the agents section, right-click the mouse button, and select New Record.
Hint
Aldo Lera, Pat Darcy, and Susan Smith are names that are known to
work for testing purposes.
4. Tab over to the Agent Login field and enter the login number.
7. In the Extensions window, right-click the mouse button and select New Record.
8. Enter the extension number, any applicable agent position ID, and the ACD queue
pilot number.
defines the parameters associated with these commands. A Yes in the Any
Table 5
K/V column indicates that the command allows you to attach any user defined
key/value pair to the call. An asterisk (*) before a parameter name indicates that
the parameter is optional for this command.
Table 4. CallPath Connection for Siebel Systems CTI commands
Any
Command K/V Parameter Description
AgentBusy This specifies that an agent has
AgentId completed a call and requires wrap
up time before taking another ACD
AgentPin call. The agents are not available to
take ACD calls until they choose to
ACDQueue be available for more ACD calls. On
the Avaya Communications
DEFINITY G3 switch, this
corresponds to After-Call-Work.
AgentNotReady This specifies, typically, that an
AgentId agent is not engaged in call center
work. The agents are not available
AgentPin to take ACD calls until they choose
to be available for more ACD calls.
ACDQueue On the Avaya Communications
DEFINITY G3 switch, this
*ReasonCode corresponds to Aux-Work. The
optional parameter ReasonCode
specifies the reason why the agent
is not available to take ACD calls.
AgentReady
AgentId This corresponds to either
AgentReadyImplicit or
AgentPin AgentReadyExplicit,
ACDQueue depending on configurations
on the CallPath Enterprise
Server and the telephone
switch.
AgentPin
ACDQueue
*DefaultStateWithoutChange
*StateToChangeTo
LogOut Log the agent out of the ACD queue.
AgentId
AgentPin
ACDQueue
MakeCall Yes
PhoneNumber Place the outbound call to the
destination specified by
*CallNotifyText PhoneNumber.
...
*VarString28
UnHoldCall Remove the current call from the
hold state.
Dialing:FilterRuleN configuration
parameters can be defined to filter full
telephone numbers from a database.
Refer to the CallPath Enterprise Planning,
Installation, and Problem Determination
Guide for more information about
configuring Inter-Switch Intelligent Call
Transfer (IS-ICT).
Queue, Queue1, ... QueueN
ACD queue
ReasonCode
The reason code that is required by the
telephone switch when an agent changes
to a not ready state for ACD calls.
RequestId
The identifier used to match the
asynchronous event with the
corresponding request that was
previously invoked. For example,
CollectedInfoEvent is sent with the same
RequestId as the one provided by the
previous call to RetrieveCollectedInfo.
SaveContextData
Set to TRUE if storing and restoring of
Siebel Context Data is desired when
HoldCall and UnholdCall commands,
respectively, are used.
StateToChangeTo
Immediately after ACD log in, the agent is
changed to the ACD state specified by
this parameter.
Client configuration
Once the CallPath Enterprise Client for Siebel Systems Setup program is run, the
c:\siebel\bin\uagent.cfg file is configured automatically. If you have any
problems, refer to Chapter 5, Troubleshooting for problem determination information.
Note:
The uagent.cfg configuration file is assumed to be used with the Siebel Client. If you use a
different configuration file instead, edit the appropriate file to turn on the CTI option as
required.
Server configuration
The initialization file csemsmpl.ini controls how the Siebel client initializes the CTI
component. After installing the CallPath Enterprise Client for Siebel Systems, this
file can be found in the following directory:
c:\cseb\conf\csemsmpl.ini
Note that csemsmpl.ini, as provided, is only a sample file. It will not work until
the appropriate modifications have been made. For detailed information about the
supported parameters and their usage, see Table 3.
Table 3. CallPath Enterprise configuration parameters
Já faz algum tempo que BI (Business Intelligence) vem ganhando força no mercado e, mais do que nunca, as
empresas voltam sua atenção não apenas para as informações operacionais, mas também para a questão
estratégica, permitindo tomadas de decisões com maior precisão e menor risco possível.
Como a maioria das organizações dependem da análise de informações estratégicas para se adequar ao
mercado, fidelizar e conquistar novos clientes, monitorar concorrentes, ou adequar produtos ao seu mercado
alvo, têm a necessidade de um profissional que tenha facilidade em absorver rapidamente as regras de
negócio da empresa, transformando a preciosa fonte de informação que são os dados, em forma de relatórios,
indicadores ou gráficos, que auxiliem os gestores a tomarem decisões rápidas e seguras, com base nas
respostas obtidas pelo BI.
Estima-se que o mercado de BI deva crescer cerca de 6 anualmente até 2008, segundo a pesquisa. De olho
neste mercado estão não só empresas que possuem ferramentas específicas de BI ou BPM (Business
Processes Management), e fornecedores de banco de dados, sistemas CRM ou ERP (como Oracle, SAP,
Sybase ou Siebel), como também profissionais atentos a esse mercado e que pretendem se especializar nas
soluções de BI disponíveis no mercado.
O perfil dos profissionais que buscam qualificação em BI, são pessoas que atuam na àrea de dados e tem a
necessidade de formalizar seus conhecimentos. São na sua maioria, analistas e executivos envolvidos no
desenvolvimento de aplicações para tomada de decisão e datawarehouses, àreas de informação, marketing,
vendas, administrativa, financeira ou operacional.
Alguns tem a visão distorcida e limitada sobre BI, achando que engloba apenas os conceitos de criação de
datawarehouses. Por outro lado, existem profissionais que buscam atuar em outras áreas e vêem no
tratamento da informação executiva uma possibilidade de desenvolvimento profissional.
Sem aprofundar muito neste aspecto, está claro que o profissional de BI deve aliar os recursos do banco de
dados ao conhecimento do negócio, fazendo com que cada vez mais os produtos de BI deixem de ser uma
caixa preta, e se tornem um aliado dos gestores da empresa.
Isso faz com que todos os profissionais envolvidos no processo assumam riscos e responsabilidades. No BI
tradicional havia a preocupação em levar informações ao usuário final, no atual, tem-se a preocupação de
criar a inteligência nos processos do negócio.
O processo básico que está por trás de um BI, é identificar padrões nos dados armazenados, e com base
nestes padrões é possível propor análises que possam prever o comportamento de um determinado perfil,
seja cliente, produto, período, etc. Com isso é possível extrair informações importantes para a área financeira,
marketing, segurança, dentre outras.
Além disso, espera-se que estes profissionais entendam como inferir resultados e comportamentos destes
dados, utilizando modelagem estatística, inteligência competitiva, gestão do conhecimento, gestão de
projetos, modelos de negócios, EAI (enterprise application integration), além das ferramentas e conceitos
usuais de ETL, DW e OLAP. Nem sempre o mercado de trabalho usa formalmente o termo "analista de BI",
mas busca profissionais que tenham capacitação para trabalhar com informação executiva.
Mas esses profissionais ainda têm um caminho cheio de desafios a percorrer. Eles devem ter uma carga de
conhecimentos significativa, inclusive para saber como contratar empresas especializadas. Há ainda muitas
dificuldades na implantação e integração de sistemas de BI, sendo que a maior dificuldade encontrada, é a
questão da integração de dados, as aplicações e a qualidade dos dados.
Muitas bases de dados tiveram origem em organizações diferentes (devido ao grande número de fusões e
cisões de empresas) ou foram criadas a partir de migrações de dados de sistemas antigos. Trabalhar dados
com problemas na origem pode ser o Beijo da Morte em BI.
Para quem ainda não tem um sistema de BI na empresa, mas pretende implantar, é preciso ter em mente que
este sistema não pode ser comprado em qualquer loja de informática. Um BI é construído com base nas
características de cada organização. Sua evolução dentro da empresa, depende de sua utilização e aceitação
por parte dos usuários, e o principal objetivo é descobrir maneiras diferentes de atuar no mercado e quais as
mudanças internas devem ocorrer para atender as novas realidades.
Um sistema de BI, ao contrário dos sistemas transacionais, estão em constante manutenção, pois ao longo do
tempo, muitas regras de negócio da empresa podem mudar para atender às expectativas do mercado, e
conseqüentemente as regras do BI também precisam ser ajustadas.
Conhecer mais sobre essa tecnologia permitirá à estes profissionais ampliar sua visão sobre o negócio da
empresa, propor soluções simples, inteligentes e mais confiáveis. Isto permitirá aos administradores de um
sistema BI, maior tranqüilidade e segurança para definirem as metas e adotarem diferentes estratégias para
a organização, conseguindo assim visualizarem antes de seus concorrentes novos mercados e oportunidades,
atuando de maneiras diferentes conforme o perfil de seus consumidores.
Abraço a todos!