CTIGuide

SIEBEL eBUSINESS APPLICATIONS
SIEBEL CTI GUIDE
SIEBEL 2000
VERSION 6.0
10PA1-CT00-06000
MARCH 2000
Siebel Systems, Inc., 1855 South Grant St., San Mateo, CA 94402
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Siebel CTI Guide
Contents
Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-6
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-8
Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-9
Chapter 1. Overview
Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Features of Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Siebel CTI Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Setting Up Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Integrating Call-Center Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Integrating with Non-Siebel Call-Center Features . . . . . . . . . . . . . . . . . . . 1-7
Working with Siebel Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
Siebel CTI Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11
CTI Command and Event Flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-13
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-14
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Chapter 2. Configuring Siebel CTI

Chapter Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Related Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Siebel CTI and Siebel Client Software . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Siebel Thin-Client Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Using CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
Working with Siebel-Validated CTI Middleware/Switches. . . . . . . . . . . . . . 2-7
Working with Other CTI Middleware/Switches . . . . . . . . . . . . . . . . . . . . . 2-8
Setting Up a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Setting Up a New CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-10
Upgrading a CTI Configuration from a Previous Version . . . . . . . . . . . . . 2-13
Enabling CTI for Siebel Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17
Enabling Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18
Enabling Siebel CTI Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Editing the Siebel .cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Specifying CTI Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . 2-23
Siebel CTI Configuration Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24
Editing or Creating a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 2-26
Copying or Deleting a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . 2-29
Specifying Configuration Parameters and Telesets . . . . . . . . . . . . . . . . . . .2-31
Specifying Agents and Extensions for Telesets . . . . . . . . . . . . . . . . . . . . 2-33
Viewing Agent Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-39
Viewing Extension Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-41
Specifying Commands and Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-43
Specifying Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-45
Specifying Event Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-47
Viewing All CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-49
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Importing and Exporting CTI Configuration Data . . . . . . . . . . . . . . . . . 2-52

Import and Export Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-52
Importing CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-53
Exporting CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-55
CTI .ini and .def Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-57
Working with Call-Center Status Data . . . . . . . . . . . . . . . . . . . . . . . . . 2-60
Viewing Teleset Status Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-60
Modifying How Teleset Status Data Is Displayed . . . . . . . . . . . . . . . . . . . .2-62
Distributing Teleset or Other Status Data to Agents . . . . . . . . . . . . . . . . . .2-62
CTI Options for End Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-63
End-User Client CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-63
End-User Client CTI Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-70
Chapter 3. Working with CTI Commands and Events

CTI Definition Data in the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Testing Genesys Configurations with the CTI Simulator . . . . . . . . . . . . . . . 3-4
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 . . . . . . . . . . . . . . . . . . . . . . 3-18
CTI Command Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-18
CTI Event Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... .... . . .3-18
Command Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... .... . . 3-19
CmdData Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... .... . . 3-25
EventHandler Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . ... .... . . 3-30
EventResponse Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-35
EventLog Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-43
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Chapter 4. Advanced Siebel CTI Configuration

Supporting Hoteling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
Hoteling Requirements and Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
Supporting Multi-Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
Organization Visibility and Positions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
Setting the Multi-Tenancy Configuration Parameter . . . . . . . . . . . . . . . . . . 4-8
Supporting Web Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
Integrating Siebel CTI with Siebel Business Services . . . . . . . . . . . . . . 4-10
Invoking a Business Service Method from a Siebel CTI Event . . . . . . . . . .4-10
Invoking a Business Service Method from a Siebel CTI Command . . . . . . . 4-11
Invoking a Siebel CTI Command from Outside Siebel CTI . . . . . . . . . . . . 4-13
Integrating Siebel CTI with Siebel SmartScript . . . . . . . . . . . . . . . . . . 4-14
Invoking Siebel SmartScript Through Siebel CTI . . . . . . . . . . . . . . . . . . . 4-14
Displaying CTI Parameter Data in SmartScript . . . . . . . . . . . . . . . . . . . . 4-15
Configuring the CTI Toolbar, CTI Menu, and Shortcut Menu . . . . . . . . . 4-16
Configuring the CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16
Configuring the CTI Menu and the Shortcut Menu . . . . . . . . . . . . . . . . . 4-22
Configuring Remote Transfers and Conferences . . . . . . . . . . . . . . . . . . 4-25
Creating Siebel CTI Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-25
Editing the TServer.cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26
Specifying Dialing Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26
Adding Command Parameter to Identify Remote Call Center . . . . . . . . . . 4-27
Chapter 5. Configuring the Siebel CTI Server

Call-Routing Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Call Routing and CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Installing the Siebel CTI Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
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Call Routing for a Genesys Configuration . . . . . . . . . . . . . . . . . . . . . . . 5-4

Flow of Call Routing for Genesys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Customizing the Stored Procedure for Genesys . . . . . . . . . . . . . . . . . . . . . 5-5
Stored Procedure Text for Genesys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Stored Procedure Parameters for Genesys . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Call Routing for an Aspect Configuration . . . . . . . . . . . . . . . . . . . . . . 5-10
Flow of Call Routing for Aspect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-10
Customizing the Stored Procedure for Aspect . . . . . . . . . . . . . . . . . . . . . . 5-11
Stored Procedure Text for Aspect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Stored Procedure Parameters for Aspect . . . . . . . . . . . . . . . . . . . . . . . . . .5-14
Running the Siebel CTI Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15
Starting and Configuring a CTI Inbound Call Router Server Task . . . . . . . 5-16
Stopping a CTI Inbound Call Router Server Task . . . . . . . . . . . . . . . . . . . 5-22
Chapter 6. Writing a CTI Driver for Siebel Adaptive CTI

Required Skills for an Adaptive CTI Developer . . . . . . . . . . . . . . . . . . . . . 6-2
Adaptive CTI Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
CTI Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
Commands and Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
COM Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Asynchronous Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Adaptive CTI Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
Adaptive CTI Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Example for ISTDriver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Example for ISTService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-10
Example Utility for VARIANT Lookups . . . . . . . . . . . . . . . . . . . . . . . . . . .6-12
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Appendix A. Siebel CTI and Genesys

Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Genesys Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Genesys Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-9
Genesys Command Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-14
Genesys Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-16
Genesys Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-17
Appendix B. Siebel CTI and Aspect

Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2
Aspect Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3
Aspect Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-6
Example for ProcessKey Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-9
Aspect Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-10
Aspect Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-13
Aspect Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-15
Appendix C. Siebel CTI and Dialogic

Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2
Siebel CTI Connect Server and Client Installation . . . . . . . . . . . . . . . . . C-3
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3
Installing Siebel CTI Connect Server Components . . . . . . . . . . . . . . . . . . . C-3
Installing Siebel CTI Connect Client Components . . . . . . . . . . . . . . . . . . . C-5
Configuring and Running Siebel CTI Connect Server . . . . . . . . . . . . . . . . . C-6
Limitations with Nortel Meridian Switch . . . . . . . . . . . . . . . . . . . . . . . . . C-7
Dialogic Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-8
Dialogic Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-12
Dialogic Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-16
Dialogic Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-18
Dialogic Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-20
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Appendix D. Siebel Adaptive CTI API Reference

Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2
COM Objects for Adaptive CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2
API Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3
Data Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3
Constants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3
Methods of ISTClient Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-8
Methods of ISTDriver Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-11
Methods of ISTService Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-13
Appendix E. Siebel CTI and Siebel Scripting Languages

Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-2
CTI Object Type Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-4
CTIService Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-4
CTIData Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-6
Script Usage Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-8
Making a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-8
Handling an Incoming Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-11
Appendix F. Using the Siebel CTI Simulator

Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-2
Setting Up the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-3
Genesys Configurations in the Sample Database . . . . . . . . . . . . . . . . . . . . F-3
Running the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-4
Using the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-5
The CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-5
Call Simulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-6
Index
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Contents
x Siebel CTI Guide Version 6.0

Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-6
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-8
Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-9
Version 6.0 Siebel CTI Guide I n tr o - 1

Introduction
Who Should Use This Guide
Who Should Use This Guide Intro
This guide provides information necessary to implement and configure computer

telephony integration (CTI) for your Siebel applications.
The audience for this guide consists of:
Call Center Persons responsible for setting up and maintaining a call center;
Administrators duties include designing and managing computer telephony
integration, SmartScripts, and message broadcasts.
Siebel Persons responsible for planning, setting up, and maintaining
Application Siebel applications.
Administrators
Siebel System Persons responsible for the whole system, including installing,
Administrators maintaining, and upgrading Siebel products.
Database Persons who administer the database system, including data
Administrators loading; system monitoring, backup, and recovery; space
allocation and sizing; and user account management.
Developers Persons who can implement a third-party CTI driver, using the
Adaptive CTI application programming interface. A custom Siebel
Adaptive CTI driver is needed only for CTI middleware or switch
configurations not preconfigured by Siebel. Typically, a developer
is someone from the Information Services department.
Installers Persons responsible for setting up Siebel systems for initial use.
Typically, an installer is a system administrator, database
administrator, or someone from the Information Services
department.
Configurators Persons responsible for planning, implementing, and configuring
Siebel applications. Typically, a configurator is a consultant or
someone from the Information Systems department.
NOTE: This guide is not designed for use by call-center agents, who are responsible
for placing or answering phone calls. Information for agents about using Siebel
applications can be found in the Siebel Online Help.
In t ro - 2 Siebel CTI Guide Version 6.0

Introduction
How This Guide Is Organized
How This Guide Is Organized Intro
This guide provides information necessary to implement and configure Siebel CTI.
The information in this guide is organized as follows:
The Introduction describes this book, the Siebel CTI Guide for version 6.0, and the
new features for this release. It also lists related documentation.
Chapter 1, “Overview,” provides an overview of how Siebel CTI works.
Chapter 2, “Configuring Siebel CTI,” describes how to set up and configure CTI for
your Siebel application.
Chapter 3, “Working with CTI Commands and Events,” describes how to modify
your CTI configuration by working with CTI commands and events.
Chapter 4, “Advanced Siebel CTI Configuration,” describes several advanced or

special-purpose configuration tasks for Siebel CTI.
Chapter 5, “Configuring the Siebel CTI Server,” describes how to configure and run
a Siebel Server component that will help to route inbound calls to the appropriate
call-center agents.
Chapter 6, “Writing a CTI Driver for Siebel Adaptive CTI,” describes how to write a
CTI driver, using Siebel’s Adaptive CTI application programming interface, to
extend the CTI middleware or switches that integrate with Siebel CTI.
Appendix A, “Siebel CTI and Genesys,” provides a detailed reference for CTI
configuration parameters, commands, and events for a Siebel CTI implementation
using Genesys T-Server middleware.
Appendix B, “Siebel CTI and Aspect,” provides a detailed reference for CTI
configuration parameters, commands, and events for a Siebel CTI implementation
using Aspect CTI System middleware.
Appendix C, “Siebel CTI and Dialogic,” provides Dialogic installation information

and a detailed reference for CTI configuration parameters, commands, and events
for a Siebel CTI implementation using Dialogic CT-Connect middleware (Siebel
CTI Connect).
Appendix D, “Siebel Adaptive CTI API Reference,” provides a detailed reference for
the Adaptive CTI application programming interface.

Introduction
How This Guide Is Organized
Appendix E, “Siebel CTI and Siebel Scripting Languages,” provides a reference for
the CTI data structures that can be accessed via Siebel Visual Basic and Siebel
eScript.
Appendix F, “Using the Siebel CTI Simulator,” describes how to work with the
Siebel CTI Simulator to test CTI features before implementing your complete CTI
configuration (for Genesys T-Server only).

Introduction
What’s New in This Release
What’s New in This Release Intro
This section describes new features of Siebel CTI in version 6.0.
Feature Description
Hoteling Telesets can be associated with computers in hoteling

stations instead of associated directly with agents. Agents
can log into the Siebel application and the ACD queue
from a teleset and a computer that have been configured
to support hoteling.
Multi-tenancy Siebel CTI supports multi-tenancy, which is a call center

implementation of Siebel’s feature for handling
organization visibility for multiple organizations.
Siebel eCollaboration and Siebel CTI supports Siebel eCollaboration, which provides
Web Call the ability for agents to be contacted via the Web by
customers who use Siebel .COM applications.
Siebel business services Siebel CTI commands and events can invoke methods of
Siebel business services; CTI commands can be invoked
from scripts or from business service methods.
Enhanced CTI toolbar Configuration of the CTI toolbar is simplified and is now
configuration done, in part, through Siebel Tools.
Enhanced remote call center A new macro, $RemoteConnectStr2, returns the name of
support an agent’s CTI configuration from an extension number.
This macro supports hoteling.
Enhanced Telephone Status Multiple calls for each agent can be displayed in this view.
Administration view
Support for multiple DNs Multiple DNs for Nortel Meridian telesets are supported.
Dialogic upgrade Siebel CTI Connect supports new versions of Dialogic CT-
Connect and Call Information Manager.
NOTE: Your Siebel implementation may not have all the features described in this
guide, depending on which software modules you have purchased.

Introduction
Additional Documentation
Additional Documentation Intro
The following documents provide further information on the topics addressed in

this guide:
Siebel Release Notes Outlines the contents of the release package and
provides a high-level functional overview. Also
includes helpful hints, known anomalies, and
procedures for reporting problems.
Siebel System Requirements Specifies system requirements and operating
and Supported Platforms platforms for the release.
Siebel Server Installation Contains information about installing Siebel Server
Guide software. Inbound call routing is an option for
server installation.
Siebel Upgrade Guide Describes how to upgrade Siebel applications to the
current version.
Siebel Server Administration Contains information about administering Siebel
Guide Server software.
Siebel Client Installation and Contains information about installing and
Administration Guide administering Siebel client software. Siebel CTI is
part of standard client installation.
Siebel Applications Contains information about Siebel applications,
Administration Guide many of which employ Siebel CTI. You should also
consult books for any vertical applications you use.
Siebel .COM Applications Contains information about Siebel .COM
Guide applications such as Siebel eService, for which
Siebel CTI supports Siebel eCollaboration and the
Web Call feature.
Siebel Tools Guide Contains information about installing and using
Siebel Tools, with which you can configure Siebel
application elements. The CTI toolbar is, in part,
configured using Siebel Tools.
Siebel Object Interfaces Describes various means of interfacing with Siebel
Reference software; describes Siebel business services, which
you can integrate with Siebel CTI.

Introduction
Additional Documentation
Siebel Object Types Reference Describes the Siebel object types, some of which
are referenced in CTI command/event definitions.
Siebel SmartScript Guide Describes using Siebel SmartScript, which you can
integrate with Siebel CTI.
Siebel VB Language Reference Describes Siebel VB (Visual Basic).
Siebel eScript Language Describes Siebel eScript.
Reference
Siebel Glossary Defines many of the Siebel-specific and CTI-related
terms used in this guide.
For copies of these documents, please use Siebel Books Online, accessible via the
Worldwide Services tab on the Siebel Systems Web site (www.siebel.com). Through
Siebel Books Online, you can order additional Siebel documentation and copies of
the Siebel Bookshelf for Siebel eBusiness Applications CD-ROM.
Another source of information is the Siebel Online Help, which contains information
about using end-user features such as the CTI toolbar.

Introduction
Contacting Siebel Technical Support
Contacting Siebel Technical Support Intro
Do you know how to access Siebel Technical Support? It is crucial that you
understand the requirements for getting support. This will ensure the best
experience possible. If you have questions, please don’t hesitate to contact us.
To ensure that you maximize your knowledge of Siebel products and your return on
investment:
You must attend Siebel training to become a “designated contact.”

Your trained designated contacts provide technical support to your users. Siebel
Technical Support provides support to your “designated contacts” only.
To provide efficient and timely support, and to empower you in the process:
Siebel Technical Support is primarily Web-based, accessed via Siebel

SupportWeb (http://supportweb.siebel.com). Please submit new service
requests to us through SupportWeb, where you can also search the knowledge
base for solutions.
Designated contacts receive read/write access to SupportWeb. All other project

team members at your company receive a read-only account to ensure they can
reap the benefits of the support knowledge base.
To register for Siebel training, please access http://www.siebel.com/education/ and

choose Siebel Customer Technical Education. Questions on the above can be
directed to Siebel Technical Support at:
Siebel eBusiness Customers: support@siebel.com

Workgroup Customers: swasupport@siebel.com or:
Americas: eBusiness: 800.214.0400 or 650.295.5724 Workgroup: 800.354.1571

London: +44.1784.494.949 Tokyo: +81.3.5469.3811(main number)
Munich: +49.89.95718.400 Singapore: +65.320.8533 (main number)
Please submit technical issues and updates to Siebel SupportWeb

(http://supportweb.siebel.com). If you do not have a SupportWeb account, please
email us at the relevant email address above. Thank you and we hope you enjoy
working with Siebel Technical Support!

Introduction
Siebel Welcomes Your Comments
Siebel Welcomes Your Comments Intro
To help us with future versions, we want to know about any corrections or

clarifications that you would find useful. Please include in your message:
The title and version of this guide

Your name, company name, job title or functional area, phone number, and
email address
Write to us via regular mail or email at:
Siebel Systems, Inc.

Technical Publications Department
1855 South Grant Street
San Mateo, CA 94402-2667
doc@siebel.com
We appreciate your feedback.

Introduction
Siebel Welcomes Your Comments
In t ro - 1 0 Siebel CTI Guide Version 6.0

Overview 1
Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Features of Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Siebel CTI Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Setting Up Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Integrating Call-Center Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7

Integrating with Non-Siebel Call-Center Features . . . . . . . . . . . . . . . . 1-7
Working with Siebel Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
Siebel CTI Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11

CTI Command and Event Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-13
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-14
Version 6.0 Siebel CTI Guide 1-1

Overview
Siebel CTI
Siebel CTI 1
Siebel CTI (computer telephony integration) integrates your Siebel eBusiness

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.
CTI can help your call center achieve these goals:
Handle a large number of inbound telephone calls for customer service, sales,
technical support, and telemarketing
Support outbound calling for sales, service, and collections

Integrate telesales and telemarketing with customer service
Offer faster, more accurate, and more personalized service for customers, while
also increasing agent productivity and reducing costs
Provide a common user interface for your Siebel application and your telephony
system
Help integrate Web-based applications such as the Siebel .COM applications

with the Siebel eBusiness Applications used by your employees
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.
For more information about using CTI as a call-center agent, see the Online Help
for your Siebel application.
For information about configuring CTI as an administrator or working with CTI

as a call-center manager, see Chapter 2, “Configuring Siebel CTI.”
NOTE: Siebel CTI is licensed as a separate module in the Siebel applications. If you
have not licensed the Siebel CTI module, it will not be enabled for use.
1-2 Siebel CTI Guide Version 6.0

Overview
Siebel CTI
Features of Siebel CTI 1
Siebel CTI features these major capabilities:
Agent access to telephony capabilities

The Siebel client for each call-center agent displays a CTI toolbar, through which
inbound and outbound telephone communication can be performed from the
agent’s computer screen, in conjunction with the agent’s teleset. The agent can
use the CTI toolbar to perform most of the main functions of the physical teleset:
answer calls, make calls, perform call transfers and conferences, put a call on
hold or retrieve a call, and so on.
Outbound calls can also be made directly from the shortcut menu that is
displayed when a user right-clicks over records, such as those for contacts, that
are displayed in a Siebel application view. Hot keys and a CTI menu provide
users with more ways to access telephony features.
For more information, see “CTI Options for End Users” on page 2-63.
Inbound call routing

Inbound calls can be routed to the most appropriate agent, based on product
expertise, account management, and so on.
Using data associated with each call, such as Automatic Number Identification
(ANI) and Dialed Number Identification Service (DNIS)—the caller’s number
and the number the caller dialed, respectively—or data collected from an
Interactive Voice Response (IVR) system, Siebel’s call-routing CTI Server can
access data in the Siebel database to determine how to route the call.
For more information, see Chapter 5, “Configuring the Siebel CTI Server.”
NOTE: Call routing using Siebel’s CTI Server is currently supported only for
configurations using Genesys T-Server or Aspect CTI System.

Overview
Siebel CTI
Screen pops
You can configure Siebel CTI to use data attached to a call to locate and display
customer information on the call-center agent’s computer screen.
For instance, when a call comes in, information may be attached to the call, such
as the caller’s telephone number (ANI). Such data is passed to Siebel CTI, which
performs a database lookup of customer data and displays a detailed customer
profile to the call-center agent who answered the call.
A screen pop can also be sent when an agent transfers a call, initiates a
conference call, or places an internal call. Pertinent customer information
captured by an agent can also be viewed by the other agents. Screen pops can
also be sent with external call transfers and call conferences.
Receiving and sending screen pops can be implemented or suppressed on a per-

agent basis. For more information, see “CTI Options for End Users” on
page 2-63.
If multi-tenancy is supported for your Siebel applications, Siebel CTI will, as

necessary, automatically change the agent’s position to allow visibility to the
screen-pop data. For more information, see “Supporting Multi-Tenancy” on
page 4-5.
When a screen pop occurs, the Siebel client can be brought to the front if it is
currently minimized or hidden behind another window. For more information,
see “CTI Options for End Users” on page 2-63.
Auto-login
Agents logging into the Siebel application can be automatically logged into a
specific ACD queue in the call center. Auto-login to ACD queues can be specified
on a per-agent basis, or specified via a global default.
For more information, see “CTI Options for End Users” on page 2-63.

Overview
Siebel CTI
Multiple calls on the same extension

Depending on the switch you are using, Siebel CTI can support and track
multiple calls for the same extension. An agent can put a call on hold in order
to take another call or initiate a transfer or conference call.
Multiple calls for each agent can be tracked in the Telephone Status
Administration view. For more information, see “Working with Call-Center
Status Data” on page 2-60.
Browser and thin-client support

Siebel CTI supports Siebel Thin Client for Windows. Siebel Thin Client for
Windows runs in the browser window for Microsoft Internet Explorer or
Netscape Communicator, or runs as a stand-alone program. Siebel thin clients
are supported by an Application Object Manager running on a Siebel Server.
For more information, see “Siebel CTI and Siebel Client Software” on page 2-4
and “Enabling CTI for Siebel Clients” on page 2-17.
Call activities
To help call-center administrators to understand typical call flows or the
handling of particular calls, call activity records can be created automatically
based on CTI events and linked to the appropriate Siebel data. For example, call
activity records may be generated from any of the following:
Outbound call related to a service request
Outbound call to contact for an activity
Inbound call related to a campaign

Overview
Siebel CTI
Siebel CTI Prerequisites 1
For more information about what you need in order to set up CTI for your Siebel
applications, including validated versions of CTI middleware and switches, refer to
Siebel System Requirements and Supported Platforms and the Siebel Release Notes.
Siebel Systems has tested the telephony events and commands for each validated
middleware/switch combination. See also “Using CTI Middleware” on page 2-6.
If you require support for CTI middleware or switches that Siebel Systems does not
support out of the box, you may need to write a custom Adaptive CTI driver—unless
another vendor has written a CTI driver for the same configuration. For more
information, see Chapter 6, “Writing a CTI Driver for Siebel Adaptive CTI,” and
Appendix D, “Siebel Adaptive CTI API Reference.” For information about CTI
drivers developed by third parties, contact Siebel Technical Services.
Setting Up Siebel CTI 1
For information about how to set up Siebel CTI for your Siebel applications, see
Chapter 2, “Configuring Siebel CTI.”

Overview
Integrating Call-Center Features
Integrating Call-Center Features 1
A call center often involves many different parts of an organization and uses many
Siebel functions. Your Siebel CTI implementation will be more successful when you
integrate these features and adjunct technology so they work together optimally to
support the needs and workflows of your call center.
For instance, a Customer Service call center might use data attached to the call such
as ANI or DNIS in conjunction with data collected from an IVR system to determine
the caller’s identity or likely reason for calling.
Planning integrations of this type ahead of time will make your implementation
more efficient, more successful, and less subject to change.
Integrating with Non-Siebel Call-Center Features 1
This section describes issues in using Siebel CTI with selected software and
software technologies for the call center, including IVR and predictive dialing.
Interactive Voice Response

IVR integrates with the switch to provide a way for callers to respond to questions
by using the keypads on their touch-tone phones or by voice recognition. Siebel CTI
can use this data for things such as call routing.
For example, if a call center uses a caller’s account number as a unique ID, the IVR
can prompt the caller to enter that number, which will be attached to the call.
Alternatively, an IVR may offer a series of branching prompts, such as “Press 1 for
sales, press 2 for support,” and so on.
With data obtained via an IVR, in conjunction with other data such as ANI or DNIS,
a call can be automatically routed—for example:
To a support ACD queue, or a queue for a particular sales promotion

To the agent who last spoke to the contact

Overview
To an agent who is an expert in the product the contact is calling about

To the next available agent
NOTE: To implement these types of call routing, you must properly configure
Siebel’s call-routing CTI Server or other routing software.
IVR data can also be used to provide a screen pop of data in the Siebel application.
For example, based on IVR data, a support representative who answers a call would
get a screen pop of the caller’s service request. The screen pop includes information
about who is calling and the nature of the service request, and includes records of
previous communications with the caller.
The CTI middleware passes the IVR data to the Siebel application. The Siebel client
performs a screen pop based on how you have configured Siebel CTI to handle the
IVR entry.
Most switches and CTI middleware support or integrate with IVR systems. IVRs may
be integrated with the switch, the CTI middleware, or Siebel applications. The
available Siebel integration points are Siebel Adaptive CTI, Siebel EAI (eBusiness
Application Integration), or Siebel object interfaces.
Predictive Dialing
Predictive dialing systems provide an efficient way to organize both outbound
calling and call blending. With call blending, both incoming and outgoing calls are
handled by the same agents to maintain high agent productivity.
If your CTI middleware supports predictive dialing, calls are placed as agents
become available, and are connected to an agent only when a live person answers
the call. Calling is done automatically, so the agent does not have to dial manually.
Predictive dialing can be initiated using information from the Siebel database. The
predictive dialing software dials each prospect’s number.
If a call fails, the Siebel application can be configured to update the #Attempts field
in the Contacts/Prospects list applet in the Campaign Contacts or Campaign
Overview views.

Overview
If a call is successful, the predictive dialer can attach data to the call, such as
campaign or contact ID numbers, and send the information to Siebel CTI. Siebel CTI
must be configured to identify the attached data and respond appropriately. For
example, the Genesys default configuration assumes that the campaign ID number
is attached; Siebel CTI will send a screen pop based on this data to the agent taking
the call.
Most switches and CTI middleware support or integrate with some form of
predictive dialing. Predictive dialing may be integrated with the switch, the CTI
middleware, or Siebel applications. The available Siebel integration points are
Siebel Adaptive CTI, Siebel EAI (eBusiness Application Integration), or Siebel object
interfaces.
Working with Siebel Software 1
This section describes issues in using Siebel CTI with the Siebel eBusiness
Applications and with features or modules such as Siebel business services, Siebel
scripting languages, Siebel EAI, Siebel object interfaces and Siebel SmartScript.
Siebel eBusiness Applications

Many features of Siebel eBusiness Applications such as Siebel Call Center have
important implications for Siebel CTI deployments. Exactly how you configure
Siebel CTI will depend, in part, on whether and how you have implemented such
features. Certain features of the Siebel applications should be implemented in close
coordination with the configuration of Siebel CTI. For example:
Implementing the Siebel eCollaboration feature Web Call for a Siebel .COM
application, such as for a service-oriented Web page running Siebel eService,
requires distinct configuration steps involving Siebel eService and Siebel CTI.
Ideally, call-routing stored procedures called by the Siebel CTI Server should be
written to take into account whether and how the multiple-organization feature
is implemented for your call center, so that calls are routed to agents as
appropriate for the organizations with which they are associated.
For more information about your Siebel application and about call-center
workflows, refer to the Siebel Applications Administration Guide, Siebel .COM
Applications Guide, and Using Siebel Applications.

Overview
Siebel Business Services

Siebel CTI commands and events can be integrated with Siebel business services.
Business services represent functionality that is encapsulated into a named service,
for which methods can be called. For more information, see “Integrating Siebel CTI
with Siebel Business Services” on page 4-10.
Siebel Visual Basic and Siebel eScript

Siebel VB (Visual Basic) and Siebel eScript, a JavaScript-like scripting language, can
be used with Siebel CTI in these ways:
Siebel CTI can invoke Siebel VB or Siebel eScript scripts.

Siebel VB or Siebel eScript scripts can invoke Siebel CTI commands and access
call data fields.
NOTE: Siebel CTI supports Siebel VB and Siebel eScript for the Siebel dedicated
client only, not for Siebel Thin Client for Windows.
For more information, see Appendix E, “Siebel CTI and Siebel Scripting
Languages.”
Siebel EAI and Siebel Object Interfaces

To integrate your Siebel application with external applications or systems, you can
use Siebel EAI (eBusiness Application Integration) or Siebel object interfaces. For
more information, refer to the Siebel eBusiness Application Integration Guide and
the Siebel Object Interfaces Reference.
To integrate Siebel CTI with external applications or systems, you would use Siebel
Adaptive CTI.
Siebel SmartScript
Your implementation of CTI-enabled Siebel applications may also include Siebel
SmartScript, which is a separately licensed module. These software elements can
be integrated to work together. For example, when a call-center agent receives or
makes a call, Siebel SmartScript can be invoked automatically on the agent’s
machine in order to invoke a particular SmartScript. For more information, see
“Integrating Siebel CTI with Siebel SmartScript” on page 4-14.

Overview
Siebel CTI Architecture
Siebel CTI Architecture 1
A CTI-enabled Siebel implementation will comprise several networked components.

Figure 1-1 shows the architecture of a basic CTI implementation.
Siebel Siebel
Database Server Server (May support
thin clients
or support
call routing)
CTI Middleware
Server
TCP/IP
Network
Agent’s Siebel Client Agent’s Siebel Client

(and CTI Middleware (and CTI Middleware
Client) Client)
Network/
Other Link Agent’s Teleset Agent’s Teleset
Inside Telephone Lines

ACD/Phone
Switch
Outside Callers or
Call Recipients
Outside Telephone Lines
Figure 1-1. Basic CTI Configuration

Overview
The Siebel client comprises the Siebel application, Siebel CTI driver manager, and
CTI driver. An Automation layer or other module, such as a DLL, for your CTI
middleware also resides on each client machine.
The CTI driver may be one supplied by Siebel Systems to work with CTI
configurations supported out of the box, or it may be a CTI driver written using the
Adaptive CTI API. For an illustration of the architecture of the Adaptive CTI layer,
see Figure 6-1 on page 6-7.
Siebel Thin Client for Windows must communicate with an Application Object
Manager running on a Siebel Server, such as the one shown in Figure 1-1.
If you are using the Siebel CTI Server for call routing, it will run on a Siebel Server,
such as the one shown in Figure 1-1.

Overview
CTI Command and Event Flow 1
All interactions between the CTI-enabled Siebel client and the CTI middleware are
in the form of events or commands. Figure 1-2 depicts the flow of commands and
events in a Siebel CTI implementation.
Siebel application
Events and Commands and

associated data set associated data set
CTI middleware
Figure 1-2. The Flow of CTI Commands and Events
Events are instances of telephony activity on the switch, such as an incoming

call ringing, an outgoing call being placed, a call being connected to an agent or
disconnected, or a conference call being initiated.
Commands are telephony actions initiated by an agent running the CTI-enabled

Siebel client, such as placing a call, answering a call, or initiating a transfer or
conference call. Although all commands trigger events, only some of the events
received by a Siebel client are triggered by Siebel CTI commands.
Commands and events can be configured to produce the application or telephony

behavior most appropriate for your implementation. For detailed information about
commands and events, see Chapter 3, “Working with CTI Commands and Events.”

Overview
CTI Configuration Data 1
A Siebel CTI implementation for a particular middleware and switch combination

involves several elements that make up a CTI configuration. A CTI configuration is
defined in the Siebel database—using the CTI configuration views—and has data
that defines configuration parameters, telesets, commands, and events.
Each defined teleset has data that defines the teleset’s extensions and the call-center
agents assigned to use the teleset. Each defined command and event has data that
defines command or event parameters.
Along with the CTI driver itself, the elements named above specify the CTI behavior
for the Siebel application as it communicates with the CTI middleware. These
configuration elements are illustrated in Figure 2-1 on page 2-23.
Although Siebel provides several CTI configurations out of the box, some types of
data cannot be predefined by Siebel, such as information about the agents, telesets,
and extensions for your call center. You must generate all data that is specific to
your call center. In addition, you must specify CTI configuration parameter settings
and generate any custom CTI commands or events that will be required to
implement Siebel CTI in your environment or to meet your business objectives.
The steps you take to implement or refine a CTI configuration are described in
Chapter 2, “Configuring Siebel CTI.”
Modifying CTI commands and events is described in Chapter 3, “Working with

CTI Commands and Events.”
Advanced CTI configuration topics are described in Chapter 4, “Advanced Siebel

CTI Configuration.”

Configuring Siebel CTI 2
Related Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Siebel CTI and Siebel Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

Siebel Thin-Client Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Using CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6

Working with Siebel-Validated CTI Middleware/Switches . . . . . . . . . . . . . 2-7
Working with Other CTI Middleware/Switches . . . . . . . . . . . . . . . . . 2-8
Setting Up a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Setting Up a New CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . 2-10
Upgrading a CTI Configuration from a Previous Version . . . . . . . . . . 2-13
Enabling CTI for Siebel Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17

Enabling Siebel CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18
Enabling Siebel CTI Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Editing the Siebel .cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Specifying CTI Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . . 2-23

Siebel CTI Configuration Views . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24
Editing or Creating a CTI Configuration . . . . . . . . . . . . . . . . . . . . . 2-26
Copying or Deleting a CTI Configuration . . . . . . . . . . . . . . . . . . . . 2-29
Specifying Configuration Parameters and Telesets . . . . . . . . . . . . . . 2-31
Specifying Agents and Extensions for Telesets . . . . . . . . . . . . . . . . . 2-33
Viewing Agent Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-39
Viewing Extension Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-41
Specifying Commands and Events . . . . . . . . . . . . . . . . . . . . . . . . . 2-43

Configuring Siebel CTI
Specifying Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . 2-45

Specifying Event Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-47
Viewing All CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . 2-49
Importing and Exporting CTI Configuration Data . . . . . . . . . . . . . . . . 2-52

Import and Export Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52
Importing CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-53
Exporting CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . 2-55
CTI .ini and .def Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-57
Working with Call-Center Status Data . . . . . . . . . . . . . . . . . . . . . . . . 2-60

Viewing Teleset Status Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-60
Modifying How Teleset Status Data Is Displayed . . . . . . . . . . . . . . . 2-62
Distributing Teleset or Other Status Data to Agents . . . . . . . . . . . . . 2-62
CTI Options for End Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-63

End-User Client CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . 2-63
End-User Client CTI Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-70

Chapter Overview
Chapter Overview 2
This chapter explains how to set up and configure Siebel CTI. It describes issues in
using Siebel CTI with two supported Siebel client types, setting up CTI middleware,
and setting up a Siebel CTI configuration (in particular using CTI configuration
views). It also describes importing and exporting CTI configuration data, viewing
call-center status data, and end-user CTI operations.
Related Topics 2
Subsequent chapters address related topics:
To modify commands and events in your CTI configuration for advanced

customization, see Chapter 3, “Working with CTI Commands and Events.”
To perform a variety of advanced or special-interest configuration tasks, see

Chapter 4, “Advanced Siebel CTI Configuration.”
To configure the Siebel CTI Server for inbound call routing, see Chapter 5,
“Configuring the Siebel CTI Server.”
To use the CTI Simulator (for Genesys configurations only), see Appendix F,
“Using the Siebel CTI Simulator.”

Siebel CTI and Siebel Client Software
Siebel CTI and Siebel Client Software 2
Siebel CTI can be enabled for call-center agents using either of the following types
of Siebel client:
The Siebel dedicated client

Siebel Thin Client for Windows
Siebel Thin Client for Windows runs within the Microsoft Internet Explorer or
Netscape Communicator Web-browser window, or runs as a stand-alone program.
Siebel thin clients are supported by an Application Object Manager running on a
Siebel Server.
Siebel CTI components are optional for client installations of Siebel Thin Client for
Windows.
Setup steps performed by both administrators and end users will vary with the type
of Siebel client that is being deployed. These differences are noted in those
procedures where they apply. In general, this guide assumes that the Siebel
dedicated client is deployed.
NOTE: Client components for CTI middleware software must be installed on

machines running Siebel thin clients, as well as on those running Siebel dedicated
clients.
For more information about enabling Siebel CTI and CTI Simulation for both
supported Siebel client types, see “Enabling CTI for Siebel Clients” on page 2-17.
For more information about using the CTI Simulator, see Appendix F, “Using the
Siebel CTI Simulator.”
For more information about Siebel client issues, refer to the Siebel Client Installation
and Administration Guide.

Siebel CTI and Siebel Client Software
Siebel Thin-Client Limitations 2
This section describes CTI-related and other relevant limitations that currently
apply to deployments using Siebel Thin Client for Windows. For more information
on some of these issues, see applicable sections in this guide.
Siebel CTI supports Siebel VB and Siebel eScript for the Siebel dedicated client
only, not for Siebel Thin Client for Windows.
The Configuration Explorer view is not available in Siebel Thin Client for
Windows, which does not support the tree applet type.
Siebel Thin Client for Windows does not support the floating or docked toolbar
mode for the CTI toolbar. The CTI toolbar is always embedded.
The Customize dialog box is not supported by Siebel Thin Client for Windows.

Using CTI Middleware
Using CTI Middleware 2
CTI-enabled Siebel applications work in conjunction with a variety of third-party

CTI middleware packages and switches. Siebel Systems provides:
CTI drivers validated to work with three supported CTI middleware packages
CTI configuration settings validated to work with certain switches on each
supported CTI middleware package
The capabilities of your middleware and switch determine which Siebel CTI
functionality you can implement—for example, some switches do not support
automatic call forwarding. In addition, some features of your middleware or switch
may not be supported in the corresponding Siebel CTI driver. Consequently,
information in this guide about certain CTI features may not apply to your
implementation.
Consult your switch and middleware vendors’ documentation for information about
supported functionality and features for your CTI configuration.
NOTE: The CTI-enabled Siebel client sometimes may receive CTI-related error
messages. Not all of these error messages originate from Siebel software. Some of
the messages originate from the CTI middleware and are presented without
modification; such messages are prefaced with “CTI:”.

Working with Siebel-Validated CTI Middleware/Switches 2
Siebel Systems has validated that the following middleware/switch combinations

will work out-of-the-box:
Genesys T-Server middleware for Lucent Definity G3, Nortel Meridian, Aspect
ACD System, Rockwell Spectrum, or Siemens Hicom 300E switches—see
Appendix A, “Siebel CTI and Genesys”
Aspect CTI System (formerly Prospect) middleware for an Aspect ACD System
switch—see Appendix B, “Siebel CTI and Aspect”
Dialogic CT-Connect Server middleware for Lucent Definity G3, Nortel Meridian,
or Generic CSTA Phase II switches—see Appendix C, “Siebel CTI and Dialogic”
NOTE: Siebel CTI Connect, available from Siebel Systems, Inc., includes Dialogic
CT-Connect, Dialogic Call Information Manager, and the CTI driver for
CT-Connect.
These out-of-the-box configurations have been validated by Siebel Systems. The

named appendices contain information specific to a particular middleware,
including the supported configuration parameters, commands, and events. Your
Siebel application has predefined settings for each supported middleware/switch
combination. For information about working with these settings in the CTI
configuration views, see “Setting Up a CTI Configuration” on page 2-9.
Usually, the CTI middleware requires that a client software component (generally
provided by the CTI middleware vendor) be installed on each client machine on
which Siebel CTI is to be available, as noted under “Setting Up a New CTI
Configuration” on page 2-10.
For updated information about CTI third-party vendor support, refer to Siebel
System Requirements and Supported Platforms and the Siebel Release Notes.

Configuring Call Control Table for Aspect Switch

If you are using the Aspect ACD System switch, you must configure any Call Control
Table (CCT) for processing inbound calls so that variables A, B, C, D, and E will be
sent to the Siebel client with Aspect messages of several types, such as Call Connect
Messages (CCMs) and Call Transfer Messages (CTMs). These messages are sent to
the Siebel client via Aspect’s Application Bridge and Event Bridge software. Unless
you configure the Call Control Table in this way, Siebel clients cannot receive screen
pops.
NOTE: You should create separate CCTs for dialing outbound calls, for transferring
calls, and for making conference calls.
Working with Other CTI Middleware/Switches 2
If your existing middleware or switch is not supported in the out-of-the-box Siebel

CTI software, you can write a CTI driver, using Siebel Adaptive CTI, to work with
your middleware-and-switch combination. You can also use Adaptive CTI to write
a CTI driver that extends an existing CTI driver for a supported configuration,
enabling additional functionality.
A Siebel CTI implementation using a custom CTI driver can take full advantage of
all standard features, such as the CTI toolbar, screen pops, context-sensitive CTI
commands, and ease of configuration.
For more information about Siebel Adaptive CTI, see:
Chapter 6, “Writing a CTI Driver for Siebel Adaptive CTI”

Appendix D, “Siebel Adaptive CTI API Reference”

Setting Up a CTI Configuration
Setting Up a CTI Configuration 2
Once your CTI middleware and switch software have been set up, you can
implement Siebel CTI by working with the CTI configuration views and by
modifying the Siebel configuration file.
When you purchase the CTI module, Siebel CTI is licensed as part of a standard
Siebel client installation.
As an administrator, you must configure Siebel CTI and enable it for your users.
Procedures for these tasks are described in this section and in “Enabling CTI for
Siebel Clients” on page 2-17.
Your end users can configure some Siebel CTI user-interface elements and set other
options in the Siebel client. For details, see “CTI Options for End Users” on
page 2-63.
CTI Configuration Data 2
The CTI configuration views, available in the Siebel client only to administrators,
enable you to specify certain settings for your middleware and switch, and enable
you to specify how the Siebel application is to handle telephony events and to send
commands to suit your call center’s needs. The configuration data is stored in the
Siebel database.
Sample CTI configuration data for the middleware/switch combinations Siebel

supports are in:
The Siebel database

The Siebel sample database
You modify the preconfigured data in the Siebel database to customize Siebel CTI
for your particular business processes.
NOTE: Some types of CTI configuration data may also be stored in .ini and .def files.
For details, see “Importing and Exporting CTI Configuration Data” on page 2-52.

If you are implementing Siebel CTI for the first time, see the following section,
“Setting Up a New CTI Configuration.”
If you are upgrading your Siebel CTI implementation, see “Upgrading a CTI
Configuration from a Previous Version” on page 2-13. Also refer to the Siebel
Upgrade Guide.
Setting Up a New CTI Configuration 2
To set up a Siebel CTI configuration, perform the steps of the procedures in this
section. In general, you will:
1 Set up your Siebel Server and Siebel client software.

2 Set up and test Siebel CTI.
3 Put Siebel CTI into production.
Before you proceed, you should perform these preparatory tasks:
Define the call center workflow model: determine the number of agents,
extensions, and ACD queues; the logic of the call flow; which type of Siebel
client to use; which features to implement, such as hoteling, multi-tenancy, or
business services; and so on. You will use some of this information in the CTI
configuration views later on.
Set up your PBX or ACD (automatic call distribution) switch. Refer to the
documentation for your switch equipment.
Install and configure the CTI middleware. Refer to the documentation for your
CTI middleware vendor.
Once you have performed these preparatory tasks, you are ready to perform Siebel
Server and Siebel client setup tasks.

To set up your Siebel Server and Siebel client software

1 Install or upgrade your Siebel Server software, as described in the Siebel Server
Installation Guide and the Siebel Upgrade Guide.
If you will be using the Siebel CTI Server for call routing, include it in your
Siebel Server installation. See Chapter 5, “Configuring the Siebel CTI Server.”
If end users will be using Siebel Thin Client for Windows, install and
configure instances of the Application Object Manager. For more
information, refer to the Siebel Server Administration Guide and the Siebel
Client Installation and Administration Guide.
2 Install or upgrade your Siebel client software, as described in the Siebel Client
Installation and Administration Guide and the Siebel Upgrade Guide.
3 Edit the .cfg files for your Siebel applications in order to support Siebel CTI. See
“Enabling CTI for Siebel Clients” on page 2-17.
4 Install any necessary CTI middleware vendor-specific client files, such as DLLs,
on each end user’s workstation. You must obtain such software from the CTI
middleware vendor.
You must perform this step on each machine that will run the Siebel dedicated
client or Siebel Thin Client for Windows.
NOTE: Depending on your client deployment choices, you may be able to use Siebel
Anywhere to package and distribute client software files, including both Siebel
software and third-party materials such as those from CTI middleware vendors.
Siebel Anywhere is licensed as a separate module in the Siebel eBusiness
Applications. For more information, refer to the Siebel Anywhere Guide.

To set up and test Siebel CTI

1 Start the Siebel application, logging in as the system administrator (for example,
as the user SADMIN).
2 In the CTI configuration views, located in the Communications Administration

screen, verify or specify installation-specific and vendor-specific CTI
configuration settings and other customizations for your business needs.
See “Specifying CTI Configuration Settings” on page 2-23 and Chapter 3,

“Working with CTI Commands and Events.”
a Choose an existing CTI configuration, or create a new configuration and

transfer data from an existing configuration (via Export and Import
operations). See “Editing or Creating a CTI Configuration” on page 2-26.
b For the current configuration, specify or verify configuration parameters, and

specify telesets. See “Specifying Configuration Parameters and Telesets” on
page 2-31.
c For the telesets in the current configuration, specify agents and extensions.
If the teleset will be used for hoteling, specify the host name for the hoteling
computer. See “Specifying Agents and Extensions for Telesets” on page 2-33.
d For the current configuration, specify or verify command and event

definitions. See “Specifying Commands and Events” on page 2-43,
“Specifying Command Parameters” on page 2-45, and “Specifying Event
Parameters” on page 2-47.
3 For a configuration for the Genesys T-Server CTI middleware, you can optionally
use the CTI Simulator to test certain CTI features. See Appendix F, “Using the
Siebel CTI Simulator.”
4 Complete any other needed configuration, customization, or performance-

tuning tasks for your Siebel implementation, and test the CTI configuration.
For example, you may need to modify the Online Help for your users. See
“Online Help” on page 2-75.
After you have verified the configuration, you can put Siebel CTI into production.

To put Siebel CTI into production

1 Distribute the final .cfg files to enable Siebel CTI and put your implementation
into production. See “Enabling CTI for Siebel Clients” on page 2-17.
2 As appropriate, provide your end users with instructions for starting the Siebel
client, setting CTI preferences in the Options dialog box of the Siebel client, and
using controls such as the CTI toolbar in the course of their call-handling
activities. See “CTI Options for End Users” on page 2-63.
Skip to “Enabling CTI for Siebel Clients” on page 2-17.
Upgrading a CTI Configuration from a Previous Version 2
Siebel CTI customers who are upgrading from version 4.0 to the current version
must perform several CTI-specific steps in addition to those described in the Siebel
Upgrade Guide. To upgrade Siebel CTI from version 4.0, perform the steps in the
procedures that follow. In general, you will:
1 Set up your Siebel Server and Siebel client software.

2 Set up and test Siebel CTI.
3 Put Siebel CTI into production.
To upgrade your Siebel Server and Siebel client software

1 Upgrade your Siebel Server software, as described in the Siebel Upgrade Guide
and the Siebel Server Installation Guide.
If you will be using the Siebel CTI Server for call routing, include it in your
Siebel Server installation. See Chapter 5, “Configuring the Siebel CTI Server.”
If end users will be using Siebel Thin Client for Windows, install and
configure instances of the Application Object Manager. For more
information, refer to the Siebel Server Administration Guide and the Siebel
Client Installation and Administration Guide.
2 Upgrade your Siebel client software, as described in the Siebel Client Installation
and Administration Guide and the Siebel Upgrade Guide.

3 Edit the .cfg files for your Siebel applications in order to support Siebel CTI. See
“Enabling CTI for Siebel Clients” on page 2-17.
4 As necessary, upgrade your CTI middleware vendor-specific client files, such as

DLLs, on each end user’s workstation. You must obtain such software from the
vendor.
You must perform this step on each machine that will run the Siebel dedicated
client or Siebel Thin Client for Windows.
NOTE: Depending on your client deployment choices, you may be able to use Siebel
Anywhere to package and distribute client software files, including both Siebel
software and third-party materials such as those from CTI middleware vendors.
Siebel Anywhere is licensed as a separate module in the Siebel eBusiness
Applications. For more information, refer to the Siebel Anywhere Guide.
To set up and test Siebel CTI

1 Start the Siebel application, logging in as the system administrator (for example,
as the user SADMIN).
2 In the CTI configuration views, located in the Communications Administration

screen, import the appropriate .ini and .def files from your version 4.0
implementation.
a Open the All Configurations view (shown in Figure 2-2), as described in

“Editing or Creating a CTI Configuration” on page 2-26.
b Create a record for a new CTI configuration, and provide appropriate values
for all settings.
c Click the Import button, and import the CTI configuration data from the .ini
and .def files you used in your version 4.0 implementation. For detailed
instructions, see “Importing and Exporting CTI Configuration Data” on
page 2-52.
Importing this data enables you to retain any desired CTI configuration
settings you were using in your version 4.0 implementation.

3 For the current CTI configuration, enter teleset, agent, and extension data for
your call center in the Configuration Parameters and Telesets view (shown in
Figure 2-3) and in the All Telesets view (shown in Figure 2-4).
See “Specifying Configuration Parameters and Telesets” on page 2-31 and

“Specifying Agents and Extensions for Telesets” on page 2-33.
4 Complete any other needed upgrade, configuration, customization, or

performance-tuning tasks for your Siebel implementation, and test the CTI
configuration.
For examples of tasks you may need to perform, see “Example Configuration
Changes for Upgrades” on page 2-16.
5 For a configuration for the Genesys T-Server, you can optionally use the CTI
Simulator to test certain CTI features. See Appendix F, “Using the Siebel CTI
Simulator.”
After you have verified the configuration, you can put Siebel CTI into production.
To put Siebel CTI into production

1 Distribute the final .cfg files to enable Siebel CTI and put your upgraded
implementation into production. See “Enabling CTI for Siebel Clients” on
page 2-17.
2 As appropriate, provide your end users with instructions for starting the Siebel
client, setting CTI preferences in the Options dialog box of the Siebel client, and
using controls such as the CTI toolbar in the course of their call-handling
activities. See “CTI Options for End Users” on page 2-63.

Example Configuration Changes for Upgrades

When you upgrade your Siebel implementation, before you roll out the new version,
you may need to do one or more of the following things:
Modify CTI toolbar configuration. For upgrades from version 5.x, you may need to
change some of your CTI command definitions to make them work with the CTI
toolbar. For more information, see “Configuring the CTI Toolbar” on page 4-16.
Modify your data to support new features. For upgrades from version 5.x, you may
need to modify your database records or your CTI commands and events in
order to support new features such as hoteling, multi-tenancy, business services,
and so on. For more information, see the sections for the relevant feature.
Modify LogIn command definition. For upgrades from version 4.0, depending on the
source of the .def file you imported in Step 2 in the procedure for setting up and
testing Siebel CTI, you may need to modify the definition for the LogIn
command.
If the CTI command definition contains agent-specific login data, modify the
command so that it will read login data from the database based on variables
that represent the current user—for ACD queue, agent login, and password. For
an example, see the Command and CmdData definitions for the LogIn command
in Appendix A, “Siebel CTI and Genesys.”
Modify Online Help. You may need to modify the Online Help for your users to
reflect relevant configuration changes you have implemented in Siebel CTI and
related functionality. See “Online Help” on page 2-75.

Enabling CTI for Siebel Clients
Enabling CTI for Siebel Clients 2
Siebel CTI must be enabled for call-center agents’ Siebel client software in order for
them to be able to access telephony features. Siebel CTI can be enabled for the
Siebel dedicated client, or for Siebel Thin Client for Windows, as follows:
For the Siebel dedicated client, Siebel CTI can be enabled for the Siebel clients
of individual users who have been defined as call-center agents. When
Siebel CTI is disabled, a user can enable it as an override for a given session.
For Siebel Thin Client for Windows, Siebel CTI can be enabled for the Siebel
clients of all users who have been defined as call-center agents, or enabled only
for individual users.
In addition, for both types of Siebel client, CTI Simulation can be enabled for a
given session.
NOTE: You should read this entire chapter before you enable Siebel CTI for your end
users.
For more information about Siebel client issues, refer to the Siebel Client Installation
and Administration Guide.

Enabling Siebel CTI 2
The mechanisms for enabling Siebel CTI are:
Enabling CTI in the Siebel application’s .cfg file. This file contains an Enable
parameter, which determines whether CTI is enabled for individual users of the
Siebel dedicated client or for all users of Siebel Thin Client for Windows.
The .cfg file also contains the DeviceDriver parameter, which specifies the name
of the COM object (or equivalent) for the CTI driver that works with your CTI
middleware.
The .cfg file may be on an individual Siebel dedicated client or on a Siebel Server
running an Application Object Manager supporting multiple thin clients. For
details, see “Editing the Siebel .cfg File” on page 2-19.
Enabling CTI at run time. When the Enable parameter is set to FALSE in the
relevant .cfg file, Siebel CTI can be enabled at run time for an individual user, as
described below. For more information, see “Starting the Siebel Client with CTI
or CTI Simulation” on page 2-70.
Command-line flag /CTI. The user can use this command-line flag to enable
Siebel CTI.
For the Siebel dedicated client, the user can include the /CTI flag in the
command line when running the program Siebel.exe.
For the stand-alone version of Siebel Thin Client for Windows, the user
can include the /CTI flag in the command line when running the program
Siebtc.exe.
Thin client startup-file option. For the browser-based versions of Siebel Thin
Client for Windows, Siebel CTI can be enabled in the startup file tclient.htm
(default for Microsoft Internet Explorer), tclient.stc (default for Netscape
Communicator), or equivalent. These files use the following string:
cti="true"
For Internet Explorer, the startup file should include the above string in
the Siebel login string.
For Netscape, the startup file should include the above string as a separate
line.

Enabling Siebel CTI Simulation 2
The mechanisms for enabling Siebel CTI Simulation are described below. CTI
Simulation works only for CTI configurations using the Genesys T-Server
middleware.
Siebel CTI Simulation can be enabled at run time for an individual user. The setting
of the Enable parameter in the relevant .cfg file is ignored. For more information,
see “Starting the Siebel Client with CTI or CTI Simulation” on page 2-70 and
Appendix F, “Using the Siebel CTI Simulator.”
Command-line flag /CTISIM. The user can use this command-line flag to enable
CTI Simulation.
For the Siebel dedicated client, the user can include the /CTISIM flag in the
command line when running the program Siebel.exe.
For the stand-alone version of Siebel Thin Client for Windows, the user can
include the /CTISIM flag in the command line when running the program
Siebtc.exe.
Thin client startup-file option. For the browser-based versions of Siebel Thin Client
for Windows, CTI Simulation can be enabled in the startup file tclient.htm
(default for Microsoft Internet Explorer), tclient.stc (default for Netscape
Communicator), or equivalent. The file should include the following string:
ctisim="true"
For Internet Explorer, the startup file should include the above string in the
Siebel login string.
For Netscape, the startup file should include the above string as a separate
line.
Editing the Siebel .cfg File 2
The .cfg, or configuration, file specifies whether CTI is to be enabled for a Siebel
client and specifies the name of the COM object (or equivalent) for your CTI driver.
For a test deployment, you must edit this file before you perform any other CTI
configuration steps.

Default Siebel .cfg Files

Depending on how Siebel applications are deployed in your organization, your
installation may make use of more than one .cfg file. The default .cfg files include:
Uagent.cfg (for Siebel Call Center)
Siebel.cfg (for Siebel Sales)
Service.cfg (for Siebel Service)
Emailresp.cfg (for Siebel eMail Response)
Sfs.cfg (for Siebel Field Service)
Siebel-provided application shortcuts for the Siebel dedicated client specify these
default files. Additional .cfg files are used by other Siebel applications. Siebel
Systems also provides the file Tclient.cfg for Application Object Managers
supporting instances of Siebel Thin Client for Windows.
Any Siebel application can be configured to use a .cfg file with a name other than
the default name.
The default location for these files is in the bin subdirectory of the Siebel client
installation directory and in the bin subdirectory of the Siebel Server installation
directory (for a Siebel Server running an Application Object Manager).
Siebel .cfg Files and Client Deployment

Siebel software uses .cfg files differently based on which type of Siebel client is
deployed:
For each Siebel application deployed using the Siebel dedicated client, each
client machine has a .cfg file. The parameters in the file affect only that Siebel
client running that application. After you have finished configuring CTI, and
have verified the configuration, distribute the final .cfg files to all CTI end users.
For Siebel applications deployed using Siebel Thin Client for Windows, each
Application Object Manager that is to support thin clients has a .cfg file. The
parameters in the file affect all supported clients. After you have finished
configuring Siebel CTI and have verified the configuration, modify the .cfg file
for each Application Object Manager that is to support CTI-enabled thin clients.
Each Application Object Manager can be configured to use a different .cfg file by
using the Server Component Parameters view in the Server Administration
screen. For more information, refer to the Siebel Server Administration Guide.

CTI Parameters from .cfg File

Each .cfg file contains a section that starts with “[CTI]”. Edit this section of the file,
using a text editor such as Microsoft Notepad, to reflect your configuration. The
parameters include:
Enable. Enables or disables Siebel CTI.
If Enable is set to TRUE, the agent sees the CTI menu and the CTI toolbar and
can use Siebel CTI features. The Options dialog box has a CTI tab.
If Enable is set to FALSE (the default), Siebel CTI is disabled. The CTI menu,
CTI toolbar, and CTI tab in the Options dialog box do not appear.
NOTE: The /CTI and /CTISIM options for the Siebel dedicated client and Siebel
Thin Client for Windows override a setting of FALSE for the Enable parameter.
For more information about starting the dedicated client, see “Starting the Siebel
Client with CTI or CTI Simulation” on page 2-70. Also see “Enabling Siebel CTI”
on page 2-18.
DeviceDriver. Sets the name of the CTI driver’s COM object (or equivalent).
When the Siebel client starts, it uses the specified name to create the COM object
for the CTI driver (the ISTDriver interface of Adaptive CTI), through which the
Siebel client communicates with the CTI middleware.
Setting DeviceDriver for Siebel-Provided CTI Drivers

For CTI drivers provided with your Siebel application (drivers for CTI middleware
from Genesys, Aspect, or Dialogic), the COM object is provided as part of your
Siebel application software. The DLLs for these drivers are automatically registered
on the client machine when the Siebel client is installed. Set the DeviceDriver
parameter as follows.
Middleware DeviceDriver Setting
Genesys T-Server CSTGenesysDriver

(This setting is the default.)
Aspect CTI System (formerly Prospect) CSTProAspectDriver7
Dialogic CT-Connect (Siebel CTI Connect) CSTDialogicDriver

Setting DeviceDriver for Adaptive CTI Drivers

For a CTI driver you create using Siebel Adaptive CTI in order to support
middleware/switch configurations not supported out of the box by Siebel CTI, you
must:
Register its associated DLL on each client machine.

Specify the name of the CTI driver’s COM object (or equivalent) as the value for
the DeviceDriver parameter.
Modify Lists of Values, as necessary:

Add the name of the new CTI middleware or switch to the Lists of Values for
the Switch Name and the Middleware Name fields in the All Configurations
view. For more information, see “Editing or Creating a CTI Configuration” on
page 2-26.
Add the names of command and event parameters to the Lists of Values for
the Parameter Name field in the All Commands and All Events views. For
more information, see “Specifying Commands and Events” on page 2-43.
For more information, see Chapter 6, “Writing a CTI Driver for Siebel Adaptive
CTI.”

Specifying CTI Configuration Settings
Specifying CTI Configuration Settings 2
Use CTI configuration views in the Siebel client to specify settings to work with your
CTI middleware and switch and to implement Siebel CTI according to your business
needs. CTI configuration settings apply to all telesets included in a specific named
configuration and, consequently, to the users associated with these telesets.
Figure 2-1 shows the various kinds of configuration data that you work with in the
CTI configuration views to configure Siebel CTI.
CTI Configuration
in Siebel Database
Configuration Param eters Telesets
A g e n ts E xte n sio n s
Com m ands Events
C o m m a n d P a ram e te rs E ve n t P a ra m e te rs
Figure 2-1. Elements of a CTI Configuration
The Siebel database contains CTI configuration data for the middleware/switch
configurations that are supported out of the box. Default values are provided for
many parameters. Generally, you would:
1 Start with one of the out-of-the-box configurations in a test Siebel database.

2 Use the CTI configuration views to modify the data as appropriate for your
implementation.
3 Transfer the data to a production Siebel database—such as by exporting and

importing .ini and .def files.

Rather than using the CTI configuration views to modify the data for configuration
parameters, commands, and events, you can choose to export such data to .ini and
.def files and modify the data by editing these files with a text editor. Then import
the data into the test or production Siebel database when you are ready to test,
deploy, or update the CTI configuration. For details, see “Importing and Exporting
CTI Configuration Data” on page 2-52.
NOTE: When you have finished specifying the CTI configuration data, you must exit
and restart the Siebel client for the settings to take effect. When Siebel CTI has been
deployed, end users also must exit and restart the Siebel client in order for the new
or modified CTI configuration data to take effect.
Siebel CTI Configuration Views 2
The CTI configuration views in the Siebel client are part of the Communications
Administration screen. Use them to create or modify the CTI configuration data in
the Siebel database. The configuration views, most of which are listed in
alphabetical order in the view bar, are listed here in the sequence in which you
would generally work with them:
All Configurations. Create, modify, copy, or delete a record for a named CTI
configuration with which specific Siebel CTI configuration data is associated.
This view defines the configuration name, the switch and CTI middleware you
are using, and the host name and port for the computer on which the
middleware runs. See “Editing or Creating a CTI Configuration” on page 2-26
and “Copying or Deleting a CTI Configuration” on page 2-29.
Configuration Parameters and Telesets. For a given CTI configuration, specify its
configuration parameter names and values, and specify its associated telesets.
See “Specifying Configuration Parameters and Telesets” on page 2-31.
All Telesets. For each teleset in a configuration, specify its extensions (according
to the switch you are using) and the authorized call-center agents (Siebel CTI
end users). You also specify settings for agents who will use hoteling telesets.
See “Specifying Agents and Extensions for Telesets” on page 2-33.

All Agents. View information about all Siebel CTI users (call-center agents and
supervisors), including their agent logins and passwords (for ACD queue) and
associated telesets. See “Viewing Agent Data” on page 2-39.
All Extensions. View information about all defined extensions, including their
ACD queue, extension type, and associated telesets. See “Viewing Extension
Data” on page 2-41.
Configuration Commands and Events. For a given CTI configuration, specify its
commands and events. See “Specifying Commands and Events” on page 2-43.
All Commands. For each command in a configuration, specify its command

parameters and values. See “Specifying Command Parameters” on page 2-45.
All Events. For each event in a configuration, specify its event parameters and
values. See “Specifying Event Parameters” on page 2-47.
Configuration Explorer. View information about all the elements in the CTI
configuration. See “Viewing All CTI Configuration Data” on page 2-49.
From several of these views, you can import and export data for CTI configuration
parameters, commands, and events. You can do this in the All Configurations,
Configuration Parameters and Telesets, Configuration Commands and Events, and
Configuration Explorer views. See “Importing and Exporting CTI Configuration
Data” on page 2-52.

Editing or Creating a CTI Configuration 2
Use the All Configurations view, as shown in Figure 2-2, to edit or create a CTI
configuration.
Figure 2-2. All Configurations View

To edit or create a CTI configuration

1 In the Siebel client, choose Screens Communications Administration CTI
All Configurations to display the All Configurations view.
You can also get to this view by clicking on a CTI configuration in the All
Telesets, All Agents, All Extensions, All Commands, or All Events view. If you
do this, note that only a single CTI configuration is listed.
2 To create a new CTI configuration or edit an existing CTI configuration:

Create a new configuration by doing one of the following:
Click New to create a new configuration record, and enter its name in the
Name field.

Use the commands Edit Add New Record or Edit Insert Record to
create a new configuration record, and enter its name in the Name field.
For an existing CTI configuration you are editing, click the record for the
configuration to select it.
NOTE: If you are using the Genesys External Router to support calls, transfers,
and conferences between call centers, the configuration’s name must match the
name of the local Genesys T-Server, as defined in the TServer.cfg file and also as
specified for Middleware Name in this view. For details, see “Configuring
Remote Transfers and Conferences” on page 4-25.

The following sample configurations are provided with Siebel CTI to support
several middleware/switch combinations. Your installation may include other
configurations.
Configuration Name CTI Middleware Switch
Call Center 1 Genesys T-Server Nortel Meridian
Call Center 2 Genesys T-Server Lucent Definity G3
Call Center 3 Aspect CTI System Aspect ACD System
Call Center 4 Dialogic CT-Connect Lucent Definity G3
Call Center 5 Dialogic CT-Connect Nortel Meridian
Call Center 6 Genesys T-Server Aspect ACD System
Call Center 7 Genesys T-Server Rockwell Spectrum
Call Center 8 Genesys T-Server Siemens Hicom 300E
Call Center 9 Dialogic CT-Connect Generic CSTA Phase II Switch
You can specify the remaining data for the configuration record in either the list
applet or the form applet, as described in the remaining steps of this procedure.
3 Choose the Switch Name and the Middleware Name.
NOTE: If you are deploying an Adaptive CTI driver for a switch or middleware
not supported out of the box by Siebel Systems, you must modify the List of
Values for the Switch Name and Middleware Name fields to put the values
required for your implementation in the associated picklist. To do this, use the
Application Administration screen and the List of Values Explorer view. Modify
the List of Values for the Types called CTI_SWITCHES and CTI_MIDDLEWARE.
Refer to the Siebel Applications Administration Guide.

4 Specify values for the Middleware Host and Middleware Port fields:
In the Middleware Host field, specify the name of the host machine on which
the CTI middleware is running.
In the Middleware Port field, specify the TCP/IP port number that each client
must use to establish a connection with the CTI middleware server.
NOTE: These two fields are not used by Siebel CTI; they are included for
reference purposes only.
Copying or Deleting a CTI Configuration 2
You can copy or delete an existing CTI configuration record.
Copying a CTI Configuration

You can copy an existing CTI configuration record using the Copy Record command
in the Edit menu. Associated configuration parameters, telesets, commands, and
events are not copied. You can import such data (except teleset data) from .ini and
.def files. See “Importing and Exporting CTI Configuration Data” on page 2-52.
Deleting a CTI Configuration

You can delete an existing CTI configuration. Deleting a configuration deletes from
the database only the configuration’s record and the associated configuration
parameters. Existing data for telesets, commands, and events for this configuration
will remain in the database. Use the procedure below to delete all associated data.

To delete an existing CTI configuration

1 Back up the configuration data that is associated with the CTI configuration you
plan to delete if you may need any of the data.
Either back up your database or export configuration parameter, command, and

event data. See “Importing and Exporting CTI Configuration Data” on page 2-52.
2 Delete teleset data:

a Choose Screens Communications Administration CTI All
Configurations.
b Drill down to the Configuration Parameters and Telesets view, then to the All
Telesets view.
c Click to select each existing teleset in the configuration.

d Click Delete, or choose Edit Delete Record, to delete each record.
Associated agent and extension records are also deleted.
3 Delete command and event data:

a Use the history bar to return to the All Configurations view.
b Drill down to the Configuration Commands and Events view.
c Click to select each existing command or event in the configuration.

d Click Delete, or choose Edit Delete Record, to delete each record.
Associated command and event parameter records are also deleted.
4 Delete the CTI configuration:

a Use the history bar to return to the All Configurations view.
b Click to select the CTI configuration you want to delete.

c Click Delete, or choose Edit Delete Record, to delete the record for the
configuration. Associated configuration parameter records are also deleted.

Specifying Configuration Parameters and Telesets 2
Use the Configuration Parameters and Telesets view, as shown in Figure 2-3, to
specify parameters and telesets for your CTI configuration.
Figure 2-3. Configuration Parameters and Telesets View
The out-of-the-box configurations provide configuration parameters and default

values; these vendor-specific parameters are described in the relevant appendix for
your CTI middleware. You must specify the teleset data for your call center.

Although much of the CTI configuration data must be specified in the order
presented here, some flexibility applies: you can specify configuration commands
and events before you enter teleset data.
There is a one-to-many relationship between configurations and configuration

parameters and between configurations and telesets.
To specify configuration parameters and telesets

1 In the Siebel client, choose Screens Communications Administration

CTI Configuration Parameters and Telesets.
You can also get to this view by clicking on a configuration name in the All
Configurations view or in the Configuration Commands and Events view.
2 In the Configurations list applet, click to select the configuration record for
which you are specifying parameters and telesets.
3 In the Configuration Parameters list applet, verify or edit values for the
parameters in your CTI configuration.
All parameters must be understood by the CTI driver to which the parameter
data is passed:
Parameters supported by the Siebel-provided CTI drivers are described in the

relevant appendix for your CTI middleware.
For custom CTI drivers, you must implement the Adaptive CTI API to support
the configuration parameters you require. If you have created a custom CTI
driver, you must create all the parameters and assign values to them. For
more information about Adaptive CTI, see Chapter 6, “Writing a CTI Driver
for Siebel Adaptive CTI.”

4 In the Telesets list applet:

a In the Teleset field, enter labels for the telesets in your call center.
You can provide any sort of name or number for a teleset as long as it is
unique within its configuration; you can use the same teleset name in
multiple configurations.
NOTE: Naming telesets after cubicle or station identifiers avoids problems

that may be associated with naming them after users or extensions, because
multiple users and extensions may be associated with one teleset. If you
implement hoteling, naming hoteling telesets after users or extensions might
be especially confusing; you may choose to name a hoteling teleset after the
host name of the associated hoteling computer. For more information about
hoteling, see “Supporting Hoteling” on page 4-3.
b In the Host field, specify the name of the computer where the teleset is
located, if the teleset and computer are to be used for hoteling.
The host name you enter will be stored using all uppercase letters.
When you have specified a host name, any agent logging into the Siebel
client on the hoteling computer will also use the associated hoteling teleset.
Associating a host name with a teleset overrides any association of the teleset
with an agent. You can also specify the host name in the All Telesets view.
For details, see “Specifying Agents and Extensions for Telesets” on page 2-33.
c Enter any desired comments for the telesets.

You can also add comments in the All Telesets view. For details, see
“Specifying Agents and Extensions for Telesets” on page 2-33.
Specifying Agents and Extensions for Telesets 2
Use the All Telesets view, as shown in Figure 2-4, to specify agents and extensions
for the telesets in your CTI configuration.
All agents you specify must already have been defined as employees in the Siebel
database. You associate an agent with a teleset in order to authorize the agent to
use the teleset or any hoteling teleset.

There is a many-to-many relationship between telesets and agents and a one-to-

many relationship between telesets and extensions.
NOTE: Each agent in the CTI configuration must be added in the All Telesets view.
This is true even if a given agent will always use a teleset configured for hoteling.
The association of an agent with a teleset is overridden if you associate the host
name of a hoteling computer with the teleset, as described in “Specifying
Configuration Parameters and Telesets” on page 2-31. For more information about
hoteling, see “Supporting Hoteling” on page 4-3.
Figure 2-4. All Telesets View

To specify agents and extensions for telesets

All Telesets.
You can also get to this view by clicking on a teleset in the Configuration
Parameters and Telesets, All Agents, or All Extensions view.
If you get to this view from the Configuration Parameters and Telesets view,
note that only telesets that are part of the current CTI configuration are
displayed.
If you get to this view from the All Extensions or All Agents view, note that
only one teleset is listed—the teleset with which the currently selected agent
or extension record is associated.
2 In the Telesets list applet, click to select the record for the teleset for which you
are specifying agents and extensions.
You can specify optional teleset data in this applet instead of in the Configuration
Parameters and Telesets view.
3 In the Agents list applet, complete the following:

a In the Employee field, add the names of the employees who are authorized
users of the current teleset.
You can click an existing employee name to drill down to the Employees view
in the Application Administration screen.
NOTE: Multiple agents can be associated with the same teleset, while a single
agent may be associated with multiple telesets.

b Specify the Agent Login and Password that are retrieved from the database
each time an agent logs into the ACD queue. To do this, click to the right of
the Employee name to display a picklist in which you can specify the login
and password.
Also note:
Each agent can be specified for no more than one CTI configuration in the
Siebel database.
If an agent’s login and password were previously specified for a different

teleset in the same configuration, you must use the agent’s existing login
and password.
NOTE: For an Aspect switch, Agent Login also represents the number that
other call-center agents dial to reach the agent.
For more information about agent login procedures, see “Logging into CTI”
on page 2-71.
c Specify whether the agent should receive Web Call requests originally
submitted by end users of Siebel .COM applications in a Web browser.
Web Call requires Siebel eCollaboration. Call-center agents should be

designated to receive Web Calls or voice calls, but not both. For this reason,
you should associate a Web Call agent with no more than one teleset. For
more information, see “Supporting Web Calls” on page 4-9.

4 In the Extensions list applet, complete the following:

a In the Extension field, enter extensions for the current teleset.
You can click on an existing extension to drill down to the All Extensions
view.
NOTE: After telesets, agents, and extensions have been specified, each agent
must specify a default extension from those of the telesets with which the
agent is associated. For details, see “Specifying CTI Settings in the Options
Dialog Box” on page 2-63.
b Choose the ACD Queue number for the extension, as required for the switch.
NOTE: You must modify the List of Values for the ACD Queue field to put the
values required for your call center in the associated picklist. To do this, use
the Application Administration screen and the List of Values Explorer view.
Modify the List of Values for the Type called CTI_ACD_QUEUES. Refer to the
Siebel Applications Administration Guide.
c Choose the Extension Type, as required for the switch:

“S” stands for standard DN: for all switch types, specify one extension of
this type for each teleset.
“A” stands for the ACD DN: this extension type is only used for Nortel
Meridian switches.
For detailed information about specifying extensions for each switch type
supported with Siebel’s out-of-the-box CTI configurations, see the next
section.

Specifying Extensions for Supported Switches

The way you specify extension data varies according to the switch you are using.
Table 2-1 documents how extensions must be specified for each of the switches
supported in Siebel’s out-of-the-box CTI configurations. You must specify
extensions exactly as shown here.
Table 2-1. Extensions by Switch Type
Switch Name Extension ACD Queue Extension Type
Lucent Definity G3 Specify one extension per Specify any number; this S – Standard DN
teleset. field is required.
Nortel Meridian Specify two extensions per Specify any number S – Standard DN
teleset: one of each type. (must be the same for (also called Primary DN)
both extensions); this
A – ACD DN
field can be blank.
(also called Position DN)
Aspect ACD System Specify one extension per Specify the ACD queue S – Standard DN
teleset (Aspect’s Teleset ID, number; this field can be
also called Instrument ID). blank.
Rockwell Spectrum Specify one extension per Specify the ACD queue S – Standard DN
teleset (the SPID, also called number; this field can be
the Instrument ID). blank.
Siemens Hicom 300E Specify one extension per Specify any number; this S – Standard DN
teleset. field is required.
Generic CSTA Phase Specify one extension per Specify any number; this S – Standard DN
II Switch teleset. field is required.

Viewing Agent Data 2
Use the All Agents view, as shown in Figure 2-5, to view information about the
agents in your CTI configuration or to query the Siebel database to find records
about particular agents.
Figure 2-5. All Agents View
You don’t have to enter data in this view, because it displays data you have already
specified in other CTI configuration views, particularly the All Telesets view.

Information is displayed about all agents who are part of any CTI configuration in
the database. Each agent is listed once for each teleset with which the agent is
associated.
For each agent, the All Agents view displays:
The CTI configuration in which the agent was specified

The teleset with which the agent is associated
The agent’s Siebel login name
The agent’s login and password
The name of the computer on which the agent most recently logged in
Whether the agent is specified to receive Web Call requests via Siebel
eCollaboration
The agent’s last name and first name
To view agent data

In the Siebel client, choose Screens Communications Administration CTI
All Agents.

Viewing Extension Data 2
Use the All Extensions view, as shown in Figure 2-6, to view information about the
extensions in your CTI configuration or to query the Siebel database to find records
about particular extensions.
Figure 2-6. All Extensions View
specified in other CTI configuration views, particularly the All Telesets view.

Information is displayed about all extensions that are part of any CTI configuration
in the database.
For each extension, the All Extensions view displays:
The name of the CTI configuration in which the extension was specified
The teleset with which the extension is associated
The extension number
The ACD queue for the extension
The extension type
To view extension data

In the Siebel client, choose Screens Communications Administration CTI
All Extensions.
You can also get to this view by clicking on an extension number in the All
Telesets view. If you do so, note that only extensions that are associated with the
current teleset are displayed.

Specifying Commands and Events 2
Use the Configuration Commands and Events view, as shown in Figure 2-7, to
specify commands and events for your CTI configuration.
Figure 2-7. Configuration Commands and Events View
For detailed information about working with CTI commands and events, see
Chapter 3, “Working with CTI Commands and Events,” and see the relevant
appendix for your supported middleware.

There is a one-to-many relationship between configurations and commands and

between configurations and events.
To specify commands and events for a configuration

Configuration Commands and Events.
You can also get to this view by clicking on a configuration name in the
Configuration Parameters and Telesets view.
2 In the Configurations list applet, click to select the record for the configuration
for which you are specifying commands and events.
3 In the Commands list applet, verify that the commands in your CTI
configuration are defined according to your needs, or create new commands. To
create a new command:
a Add a new record in the Commands list applet.

b Choose the command type (either Command or CmdData) from the picklist.
c Type the command name.
4 In the Events list applet, verify that the events in your CTI configuration are
defined according to your needs, or create new events. To create a new event:
a Add a new record in the Events list applet.

b Choose the event type (EventHandler, EventResponse, or EventLog) from the
picklist.
c Type the event name.

In the following sections, you will specify command and event parameters.

Specifying Command Parameters 2
Use the All Commands view, as shown in Figure 2-8, to specify parameters for the
commands in your CTI configuration.
Figure 2-8. All Commands View
There is a one-to-many relationship between commands and command parameters.

To specify command parameters

1 To display the All Commands view, do one of the following:

In the Siebel client, choose Screens Communications Administration

CTI Configuration Commands and Events, then click on a command
name in the Configuration Commands and Events view.
Note that only the commands that are part of the current CTI configuration
are displayed.

CTI All Commands.
Note that all commands, in all CTI configurations, are displayed.
2 In the Commands list applet, click to select the record for the command for
which you are specifying parameters. Verify that the command is part of the
desired CTI configuration.
3 In the Command Parameters list applet, verify that the parameters for the current
command are defined according to your needs, or create new command
parameters. To create a new parameter:
a Add a new record in the Command Parameters list applet.

b Choose the parameter name from the picklist.
Available command parameters are documented in “Command Definitions”
on page 3-19 and “CmdData Definitions” on page 3-25.
Optionally, for certain parameters, you can type a period after a parameter
name and enter a subname, according to the requirements for your CTI
implementation.
c Type the value for the parameter.
NOTE: If you are deploying an Adaptive CTI driver that must support command
parameters not supported out of the box by Siebel Systems, you must modify the
List of Values for the Parameter Name field to put the values required for your
implementation in the associated picklist. To do this, use the Application
Administration screen and the List of Values Explorer view. Modify the List of Values
for the Type called CTI_COMMAND_NAME. Refer to the Siebel Applications
Administration Guide.

Specifying Event Parameters 2
Use the All Events view, as shown in Figure 2-9, to specify parameters for the events
in your CTI configuration.
Figure 2-9. All Events View
There is a one-to-many relationship between events and event parameters.

To specify event parameters

1 To display the All Events view, do one of the following:


CTI Configuration Commands and Events, then click on an event name
in the Configuration Commands and Events view.
Note that only the events that are part of the current CTI configuration are
displayed.

CTI All Events.
Note that all events, in all CTI configurations, are displayed.
2 In the Events list applet, select the record for the event for which you are
specifying parameters. Verify that the event is part of the desired CTI
configuration.
3 In the Event Parameters list applet, verify that the parameters for the current
event are defined according to your needs, or create new event parameters. To
create a new parameter:
a Add a new record in the Event Parameters list applet.
b Choose the parameter name from the picklist.
Available command parameters are documented in “EventHandler
Definitions” on page 3-30, “EventResponse Definitions” on page 3-35, and
“EventLog Definitions” on page 3-43.
Optionally, for certain parameters, you can type a period after a parameter
name and enter a subname, according to the requirements for your CTI
implementation.
c Type the value for the parameter.
NOTE: If you are deploying an Adaptive CTI driver that must support event
parameters not supported out of the box by Siebel Systems, you must modify the
List of Values for the Parameter Name field to put the values required for your
implementation in the associated picklist. To do this, use the Application
Administration screen and the List of Values Explorer view. Modify the List of Values
for the Type called CTI_EVENT_NAME. Refer to the Siebel Applications

Viewing All CTI Configuration Data 2
Use the Configuration Explorer view, as shown in Figure 2-10, to view information
about all the elements of your CTI configuration.
The Configuration Explorer view displays CTI configuration data in a hierarchical

format, similar to that of Microsoft Windows Explorer. This view comprises a tree
(explorer) applet on the left and a list applet on the right. The tree applet on the left
is read-only in this view. For more information about working with tree applets,
refer to Using Siebel Applications.
NOTE: The Configuration Explorer view is not available in the Siebel Thin Client for
Windows, which does not support the tree applet type.
specified in other CTI configuration views.

Figure 2-10. Configuration Explorer View

To view CTI configuration data

Configuration Explorer.
The Configuration Explorer view is displayed. Any item in the tree applet that is
preceded by a plus sign (+) may contain other configuration items. For example,
configurations contain commands, which in turn contain parameters.
2 Click the plus sign to expand an item and reveal its contents or associated
records.
Detailed information is displayed in the relevant list applet on the right.

Importing and Exporting CTI Configuration Data
Importing and Exporting CTI Configuration Data 2
Siebel CTI provides mechanisms for moving CTI configuration data between the
database and ASCII text files. These mechanisms are offered to:
Help administrators upgrade their CTI implementations from version 4.0

Help administrators move configuration data between databases or between CTI
configurations within the same database
Enable administrators to edit or enter data in text files rather than in the
configuration views
Import and Export Options 2
The import and export options are as follows:
Import CTI configuration data into the database from an .ini file, a .def file, or
both.
Export CTI configuration data from the database to an .ini file, a .def file, or both.
NOTE: Using the Import and Export features, you can transfer all CTI configuration
data from one configuration to another except data about telesets, which includes
data about agents and extensions.

Importing CTI Configuration Data 2
To upgrade your version 4.0 CTI implementation, you must import data from the
.ini and .def files into the database. For more information about upgrading, see
“Upgrading a CTI Configuration from a Previous Version” on page 2-13. For more
information about the .ini and .def file formats, see “CTI .ini and .def Files” on
page 2-57.
You can also use .ini and .def files to import data into a configuration that you
previously exported from another configuration or another database—for example,
from a test database into your production Siebel database.
NOTE: The Import feature described in this section is unrelated to the Import
command in the File menu.
Caution: When you import CTI configuration data, existing data of

the same type is first deleted from the database, for the current
configuration. Canceling an import operation may leave partial data
in the database, which would be deleted upon a subsequent import
operation. In order to be able to recover your CTI configuration data
in the event of data loss such as this, you should either back up the
database tables or export the old CTI configuration data to files
before you import new data.
To import CTI configuration data

All Configurations.
Alternatively, you can display the Configuration Parameters and Telesets,

Configuration Commands and Events, or Configuration Explorer view.
2 Click the configuration record for which you want to import data.

3 Click Import, which appears at the top of the view.

The Import CTI Configuration Data dialog box appears; it contains two import
options.
Import CTI configuration parameters. Imports .ini file data. This data will
appear in the Configuration Parameters list applet in the Configuration
Import CTI configuration commands and events. Imports .def file data. This data
will appear in the Configuration Commands and Events view, All Commands
view, and All Events view.
4 Click the applicable check boxes named in Step 3 to specify whether you are
importing one or both kinds of data, and specify the names of the source files.
5 Click OK to import.
A dialog box appears; it displays the import status and enables you to cancel the
operation in progress. Note the caution on the previous page, about database
deletions associated with performing import operations.

Exporting CTI Configuration Data 2
Exporting CTI configuration data from the database into a file can make it easier to
review your configuration settings, as you might want to do before putting your
system into production or when consulting with Siebel Technical Support. Or you
may choose to edit your configuration data in text files and reimport later.
NOTE: The Export feature described in this section is unrelated to the Export
command in the File menu.
To export CTI configuration data

All Configurations.
Alternatively, you can display the Configuration Parameters and Telesets,

Configuration Commands and Events, or Configuration Explorer view.
2 Click the configuration record from which you want to export data.

3 Click Export, which appears at the top of the view.

The Export CTI Configuration Data dialog box appears; it contains two export
options.
Export CTI configuration parameters. Exports .ini file data. This data can be
viewed in the Configuration Parameters list applet in the Configuration
Export CTI configuration commands and events. Exports .def file data. This data
can be viewed in the Configuration Commands and Events view, and in the
All Commands and All Events views.
4 Click the applicable check boxes named in Step 3 to specify whether you are
exporting one or both kinds of data, and specify the names of the destination
files.
5 Click OK to export.
A dialog box appears; it displays the export status and enables you to cancel the
operation in progress.

CTI .ini and .def Files 2
CTI .ini and .def files containing configuration data pertinent to specific CTI
middleware vendors are installed in the bin subdirectory of the Siebel installation
directory for the Siebel dedicated client.
CTI configuration parameter values are stored in .ini files, while settings for
commands and events are stored in .def files. (Teleset, agent, and extension data is
not stored in these files.)
The .ini and .def files also include comments about parameter, command, and event
definitions, some of which may be useful for you to refer to.
NOTE: Since version 5.x, Siebel CTI does not directly use the .ini and .def files; they
are samples only. The CTI middleware vendor-specific .ini and .def files were used
for configuring CTI in version 4.0 of the Siebel applications. For more information
about moving existing data from .ini and .def files into the Siebel database using the
Import and Export features, customers upgrading from version 4.0 should refer to
“Upgrading a CTI Configuration from a Previous Version” on page 2-13.
File Formats for .ini and .def Files

The CTI .ini and .def files are text files that employ the Microsoft Windows .ini file
format:
The names in brackets ([ ]) identify how each group of parameters will be used.
Each bracketed name is followed by lines containing names and values for
parameters.
Any lines preceded by a semicolon (;) are not in effect and may contain
explanatory comments.
If you need to manually prepare a file for import, you can export a file of the same
type containing preconfigured CTI data to check that your import file uses the
correct format.

Format for .ini Files

Each .ini file includes lines like the ones in the following example, from a
configuration for Genesys T-Server with a Lucent switch. Setting, Driver, and
Dialing are groupings of configuration parameters. The other lines contain names
and values of specific configuration parameters.
The example below is not comprehensive. The data corresponding to an .ini file is
accessed through the Configuration Parameters and Telesets view. For more
information about configuration parameters, see the relevant appendix for your CTI
middleware.
[Setting]
UpdatePhoneStatusTable="TRUE"
AutoLogin="FALSE"
[Driver]
Server="default"
OleObjectName="DesktopToolkitOLE_COM.App.51"
LogFileName="genesys.log"
Use1StepTransfer="FALSE"
IsSiemens="FALSE"
HasAgentBusy="FALSE"
HasDisconnect="TRUE"
HasAnswer="TRUE"
HasHold="TRUE"
HasForward="TRUE"
BackupServer="backup"
[Dialing]
Filter.Rule1="650295->"
Filter.Rule2="650->9"
Filter.Rule3="->91"

Format for .def Files

Each .def file includes lines like the ones in the following example, from a
configuration for Genesys T-Server with a Lucent switch. EventHandler,
EventResponse, and EventLog are event types. Command and CmdData are
command types. The other lines contain names and values of parameters for the
specific events and commands included here.
The example below is not comprehensive. The data corresponding to a .def file is
accessed through the Configuration Commands and Events, All Events, and All
Commands views. For more information about events and commands, see the
relevant appendix for your CTI middleware.
[EventHandler:InboundCallReceived]
DeviceEvent="EventRinging"
Filter.ANI="*"
Order="7"
Response="OnInboundCallReceived"
[EventResponse:OnInboundCallReceived]
FindDialog="Service Request"
FindField.CSN="Ask Caller"
Log="LogIncomingCallContactNotFound"
MultiView="Contact List View"
QueryBusComp="Contact"
QueryBusObj="Contact"
QuerySpec="'Work Phone #'='{ANI}'"
SingleLog="LogIncomingCallContactFound"
SingleView="Service Contact Detail View"
[EventLog:LogIncomingCallContactFound]
AfterCall.'ACD Call Duration'="{@CallDuration}"
BusComp="Action"
BusObj="Action"
Display="TRUE"
LogField.'Account Id'="{Contact.'Account Id'}"
LogField.'Contact Id'="{Contact.Id}"
LogField.Comment="{ConnID}"
LogField.Description="Inbound call"
LogField.Type="Call - Inbound"

Working with Call-Center Status Data
[Command:MakeCallToPhone]
CmdData="MakeCallToPhone"
Description="Make Call to "{@Phone}""
DeviceCommand="MakeCall"
Hidden="TRUE"
Order="1"
[CmdData:MakeCallToPhone]
AttachContext="TRUE"
OnEditControl="TRUE"
Param.CallNotifyText="Call from {@UserName}..."
Param.PhoneNumber="{@Phone:PhoneTypeLookup}"
RequiredField.@Phone="?*"
Working with Call-Center Status Data 2
System administrators and call-center administrators can display status data about
the telesets in use by all agents running CTI-enabled Siebel applications. Such status
data is displayed in the Telephone Status Administration view, as shown in
Figure 2-11.
Viewing Teleset Status Data 2
This section describes how to display the Telephone Status Administration view in
order to view call-center status data.

To view teleset status data

Telephone Status.
Figure 2-11. Telephone Status Administration View
2 Click Refresh to update the displayed data.

The Telephone Status Administration view displays:
The extension each agent is using

The CTI configuration in which the extension’s teleset is defined
The agent’s name and ID number

The duration of the current call

Whether the agent is in a Not Ready or Busy state, or currently talking
The Call Duration field is a calculated field based on comparing the local current
time on the current user’s machine to the call’s start time recorded in the database.
NOTE: In the Telephone Status Administration view, the values displayed in the Call
Duration field will be accurate only to the extent that the system time is
synchronized between the various computers used in the call center. Specifically,
the system time for the local machines of call-center administrators or managers
displaying the Telephone Status Administration view should be synchronized, to the
second, with the system time for the local machines of the agents taking calls.
Modifying How Teleset Status Data Is Displayed 2
You can configure the way call-center status data is to be logged for display in the
Telephone Status Administration view. To do so, create or modify EventLog entries
in the CTI configuration views. For more information, see “EventLog Definitions”
on page 3-43.
Call-center status data is logged for display in the Telephone Status Administration
view only if the Setting:UpdatePhoneStatusTable configuration parameter is set to
TRUE. In the Siebel-provided CTI configurations, this parameter is set to TRUE by
default. For more information, see the description for this parameter in the relevant
appendix for your CTI middleware.
Distributing Teleset or Other Status Data to Agents 2
Call-center administrators may wish to distribute call-center statistics from the

switch or CTI middleware to call-center agents for display in the message broadcast
area of the Siebel client. For example, it may be useful for an agent to know how
long a call has been in an ACD queue before taking the call, how many calls are
currently in an ACD queue, or the average talk time for a call.
Consult the documentation for your switch or CTI middleware for information
about how call-center statistics may be retrieved. You configure message
broadcasting in the Message Broadcasting Administration view, located in the
Communications Administration screen. For more information, refer to the Siebel
Applications Administration Guide.

CTI Options for End Users
CTI Options for End Users 2
This section describes some of the configuration and operation options available to
your call-center agents as end users of Siebel CTI functionality.
End-User Client CTI Configuration 2
A Siebel CTI administrator performs most of the CTI configuration steps. For out-
of-the-box CTI configurations and customized CTI configurations that you may
implement, end users may be able to start using CTI very quickly, without
performing any configuration steps. However, depending on your business
requirements, your end users may need to perform certain configuration steps or
may choose to set certain preferences. These options are described here.
Editing the .cfg File

Even though the .cfg file contains only two CTI-related options, the CTI
administrator should probably edit and distribute a modified version of the .cfg file
for end users to copy into their Siebel installation, so they do not have to edit their
own .cfg file.
For Siebel Thin Client for Windows, the .cfg file is located in the installation
directory of the Siebel Server on which the Application Object Manager is running.
For more information, see “Enabling CTI for Siebel Clients” on page 2-17.
Specifying CTI Settings in the Options Dialog Box

A CTI tab in the Options dialog box, available from the View menu, contains a
number of settings that users may need to modify, depending on the needs of your
business or on the users’ preferences. The CTI options are shown in Figure 2-12.

Preferences are saved for each user, enabling multiple Siebel users to run the same
Siebel client software (Siebel dedicated client or Siebel Thin Client for Windows)
with different preferences in effect.
Figure 2-12. CTI Tab on Options Dialog Box

The options in the CTI tab are as follows:
Receive screen pop. If a Siebel CTI user should not be the recipient of screen pops
upon telephony events, such as taking a new or transferred call, the user can
clear this option to disable receiving screen pops.
If this option is not checked, no screen pops will be received. By default, each
Siebel CTI user receives screen pops.
Send screen pop. When this check box is checked, attaching Siebel client context
data is enabled for call transfers, call conferences, and internal calls placed by
the Siebel CTI user.
If this option is not checked, context data will not be attached—no screen pops
will be sent. By default, each Siebel CTI user sends screen pops.
NOTE: Whether a screen pop is sent is also subject to the AttachContext

command data parameter of the command the agent used (for Genesys and
Dialogic configurations).
For more information about requirements for screen pops, see “EventResponse
Definitions” on page 3-35.
Bring Siebel to front: On CTI events. This option specifies whether the Siebel client
window should move to the front of the screen on a CTI event, such as the phone
ringing. The window is also restored if it is minimized.
By checking this option, the agent can ensure that the Siebel application window
will be displayed when it is needed—to use the CTI toolbar or other features, or
to view screen pops. Otherwise, the Siebel client window may remain minimized
or hidden behind another window. Screen pops, if they are enabled, will still
occur. By default, the Siebel client is brought to the front on a CTI event.

Bring Siebel to front: Only on matching events. This option, available only when the
above option is checked, specifies whether the Siebel client window should
move to the front only when the CTI event is for one particular instance of the
Siebel application.
You can use this option when running multiple instances of the Siebel client,
each using a different database. For example, if the call center supports multiple
languages, some agents could be configured to run multiple instances of the
Siebel application, each of which uses a database containing data in a different
language. In this situation, CTI events such as a Phone Ringing event for an
inbound call may be appropriate to only one language. This option allows Siebel
CTI to distinguish between events on this basis and to display the appropriate
instance of the Siebel application.
For Siebel CTI to be able to distinguish between events, your call center must be
configured to be able to separate or identify calls for each language. If no CTI
event matches the call center configuration, the Siebel client will not be brought
to the front.
Embed CTI bar. This option lets the agent specify if the CTI toolbar will be
embedded below the main toolbar and the history bar, or if it will be in floating
or docked mode. The CTI toolbar is embedded by default. For more information
about these display modes, see “CTI Toolbar Display Modes” on page 2-74.
NOTE: For Siebel Thin Client for Windows, the CTI toolbar is always embedded.
Enable sound. This option lets the agent specify if a sound file will play when a
call arrives. You can also specify which sound file to play. For example, you can
specify Ringin.wav or another file.
If you specify the filename only, the Siebel client looks for the file in the bin
subdirectory of the Siebel dedicated client installation directory (by default,
C:\Siebel). Or you can specify the full path for the file, to be sure the correct file
is located.
When a call comes in, if no .wav file is specified or the specified file does not
exist, the computer may beep. By default, no sound file plays when a call
arrives.

Auto-login to call center at startup. With this option checked, an agent

automatically logs into the call center’s ACD queue when the agent starts the
Siebel client or connects to a Siebel database. When the CTI system is up and
running in a production environment, auto-login can make it easier for your
users to begin using Siebel CTI.
Agents who are authorized users for more than one teleset may be best advised
not to use auto-login, so they can verify which extension they are using before
logging in.
NOTE: Generally, end users should change this setting only at the direction of the
system administrator or call-center administrator.
The Auto-login feature in the Options dialog box relates to the Setting:AutoLogin
configuration parameter as follows:
If Setting:AutoLogin is set to FALSE (the default setting in the sample

configurations), then auto-login is disabled for all users who have not
previously selected or deselected the Auto-login feature in the Options dialog
box.
In this case, a new CTI user can activate auto-login by checking the Auto-
login check box. From then on, the user’s preference overrides the setting of
the configuration parameter.
If Setting:AutoLogin is set to TRUE, then auto-login is in effect for all users

who have not previously selected or deselected the Auto-login feature.
In this case, a new CTI user can disable auto-login by unchecking the Auto-
login check box. From then on, the user’s preference overrides the setting of
the configuration parameter.
For more information, see “Logging into CTI” on page 2-71. Also refer to the
description of the Setting:AutoLogin configuration parameter in the relevant

Extension. In this field, an agent specifies the preferred, or default, teleset

extension to the CTI middleware. The available extensions to choose from will
be those of the telesets to which the agent is assigned and will have been
specified when the teleset, agent, and extension data was entered in the CTI
configuration views.
If the agent is using a computer associated with a hoteling teleset, the available
extensions are those of the associated hoteling teleset. Fore more information,
see “Specifying Configuration Parameters and Telesets” on page 2-31.
For all switches, one extension (of type S, for standard DN) is listed for each
teleset the agent is assigned to. For more information, see “Specifying Agents
and Extensions for Telesets” on page 2-33.
If an agent is associated with one teleset only, only one extension is listed, and
the agent cannot change it.
After changing the preferred extension, the Siebel application prompts the agent
as to whether the new extension should take effect immediately. When the new
extension is in effect, the agent can perform all standard Siebel CTI functions
from this extension.
If the agent does not want the new extension to take effect immediately, the
agent is notified that the new extension will take effect the next time the agent
logs into the Siebel database—generally, this would be the next time the agent
starts the Siebel application.

Customizing the CTI Toolbar

End users can customize the CTI toolbar to add or remove buttons, according to
their needs.
End users can also add CTI buttons to the main toolbar—for example, some end
users for Siebel applications may need a Make Call button on the main toolbar and
may not require the CTI toolbar at all.
End-user customization of the CTI toolbar is performed through the Customize

dialog box, available in the View menu. The Customize dialog box is shown in
Figure 2-13. Generally, end users should customize the CTI toolbar only at the
direction of the system administrator or call-center administrator.
Figure 2-13. CTI Commands in Customize Dialog Box
Advanced customization, such as creating new toolbar buttons and associating CTI
commands with them, or changing the command associated with a toolbar button,
can be performed by using Siebel Tools and by defining commands in the CTI
configuration. For more information about customizing the CTI toolbar, see
“Configuring the CTI Toolbar, CTI Menu, and Shortcut Menu” on page 4-16. See
also the relevant chapters in the Siebel Tools Guide.
NOTE: The Customize dialog box is not supported for Siebel Thin Client for
Windows.

End-User Client CTI Operation 2
This section describes end-user client operation for Siebel CTI. The controls for CTI
operations that are actually available to your end users will depend on your Siebel
CTI implementation; some capabilities vary according to the underlying
middleware/switch you are using.
Starting the Siebel Client with CTI or CTI Simulation

The Siebel client can be started with CTI or CTI Simulation. For more information
about enabling CTI or CTI Simulation in the Siebel dedicated client or in Siebel Thin
Client for Windows, see “Enabling CTI for Siebel Clients” on page 2-17.
For more information about Siebel Thin Client for Windows, refer to Siebel Client
Installation and Administration Guide.
Starting with CTI

When the Enable parameter is set to TRUE in the [CTI] section of the applicable .cfg
file, CTI is enabled when a user runs any of the Siebel eBusiness Applications. This
is the standard way to access CTI in a production environment. CTI is enabled for
Siebel Thin Client for Windows users connected to an Application Object Manager
on which CTI is enabled.
Even if the Enable parameter in the [CTI] section of the .cfg file is set to FALSE, CTI
can be enabled either by using the /CTI command-line flag or by configuring the
start-up file for browser-based versions of Siebel Thin Client for Windows.
Starting with CTI Simulation

CTI is simulated when a user runs a demonstration version of one of the Siebel
eBusiness Applications. You can run Siebel Call Center Demo, Siebel Service Demo,
Siebel eMail Response Demo, or another demo Siebel application that uses the CTI
Simulator. The CTI Simulator works only for configurations using Genesys T-Server
CTI middleware. For more information, see Appendix F, “Using the Siebel CTI
Simulator.”
When you run a demo application, you are connected to the sample database as a
prespecified demo user—for example, the Siebel Call Center demo user is
CCONWAY. The CTI Simulator can be enabled either by using the /CTISIM
command-line flag or by configuring the start-up file for browser-based versions of
Siebel Thin Client for Windows. When you run the CTI Simulator, the setting of the
Enable parameter in the .cfg file is ignored.

Logging into CTI

Call-center agents can log into the call-center queue either automatically or
manually. In either case, information for ACD queue, agent login, and password is
automatically retrieved from the CTI configuration data in the Siebel database
(unless the LogIn command has been customized to use data differently).
However you log in, you can always log out of the call center using the Log Out
button on the CTI toolbar and log back in using the Log In button. Exiting the Siebel
client logs you out of the ACD queue.
For more information, see “Specifying CTI Settings in the Options Dialog Box” on
page 2-63, and see the description of the Setting:AutoLogin configuration parameter
for your CTI middleware in the relevant appendix.
Automatic Login
With automatic login to the call center, after starting the Siebel client, the end user
is automatically logged into the ACD queue. Auto-login can be either enabled for all
users or enabled only for individual agents.
When auto-login is in effect, using the Connect command in the File menu in order
to log into a different Siebel database, or in order to change the Siebel login you are
using, logs you out of the call center and then automatically logs you in again.
NOTE: In Siebel Thin Client for Windows running in a browser, choosing the
browser’s Refresh command displays the Siebel login dialog box. In the stand-alone
Siebel Thin Client for Windows, you must exit and restart the application.

The Auto-login feature in the Options dialog box relates to the Setting:AutoLogin
configuration parameter as follows:

configurations), then auto-login is disabled for all users who have not previously
selected or deselected the Auto-login feature in the Options dialog box.
In this case, a new CTI user can activate auto-login by checking the Auto-login
check box. From then on, the user’s preference overrides the setting of the
configuration parameter.
If Setting:AutoLogin is set to TRUE, then auto-login is in effect for all users who
have not previously selected or deselected the Auto-login feature.
In this case, a new CTI user can disable auto-login by unchecking the Auto-login
check box. From then on, the user’s preference overrides the setting of the
configuration parameter.
Manual Login
With manual login to the call center, after starting the Siebel client, the end user
clicks the Log In button on the CTI toolbar in order to log into the ACD queue. Auto-
login must be disabled for all users or for the individual user.
When manual login is in effect, using the Connect command in the File menu in
order to log into a different Siebel database, or in order to change the Siebel login
you are using, logs you out of the call center and you must log in again manually.
NOTE: In Siebel Thin Client for Windows running in a browser, choosing the
browser’s Refresh command displays the Siebel login dialog box. In the stand-alone
Siebel Thin Client for Windows, you must exit and restart the application.
Using the CTI Toolbar

The CTI toolbar, which is usually displayed at the top of the CTI-enabled Siebel
client, contains several buttons that execute CTI commands, and contains display
fields and entry fields.

To display or hide the CTI toolbar

Choose View CTI Bar.
For more information about CTI toolbar display options, see “CTI Toolbar
Display Modes” on page 2-74.
Controls in the CTI Toolbar

The toolbar buttons, like those in other Siebel toolbars, use ToolTips, which specify
each button name or describe what each button will do if selected. Text for some of
the ToolTips is context-sensitive. Text for ToolTips can be configured in the CTI
configuration views. The CTI toolbar’s buttons correspond to commands listed in
the Configuration Commands and Events view.
End users can customize the CTI toolbar, like other Siebel toolbars, using the
Customize dialog box. For more information, see “Customizing the CTI Toolbar” on
page 2-69.
For information about how a Siebel administrator or configurator can customize the
CTI toolbar, see “Configuring the CTI Toolbar” on page 4-16.
The CTI toolbar contains several controls:
The buttons in the CTI toolbar enable the CTI “soft phone” capabilities such as
making a call, answering a call, initiating or completing transfers and
conferences, and setting ready state.
The Phone # field is where an agent would enter a telephone number to initiate
a manual call, transfer, or conference.
The CTI toolbar contains fields that display information about how long a call
has been in the ACD queue and how long an agent has been on a call.
NOTE: This information is displayed only if it can be retrieved from the switch.
The Phone # field and the other fields do not appear in a vertically docked
toolbar, or in a horizontally docked toolbar that is not full-screen width.
The Online Help contains more information about the controls in the CTI toolbar.

CTI Toolbar Display Modes

The CTI toolbar has three display modes:
Embedded at the top of the Siebel client window (below the other toolbars), as
shown in Figure 2-14. This is the default display mode.
Floating like a dialog box, as shown in Figure 2-15.

Docked to one of the four edges of the screen.
Figure 2-14. CTI Toolbar (Embedded)
Figure 2-15. CTI Toolbar (Floating)
To change the CTI toolbar between embedded and floating or docked

In the CTI tab in the Options dialog box, click the Embed CTI bar check box.
To dock the floating CTI toolbar

Drag the floating toolbar to any of the four edges of the screen.
To move the floating CTI toolbar without docking it

Press the CTRL key when you drag the floating toolbar. Even if you move it near
the edge of the screen, it will not dock.

To specify Always on Top, Auto Hide, or Hide for the CTI toolbar
Right-click the floating or docked toolbar, and choose from the shortcut menu.
The CTI toolbar’s last position, Show/Hide status, and embedding status is retained
when you exit and restart the Siebel client.
Using the CTI Menu

The CTI menu, which is found to the left of the Help menu in a CTI-enabled Siebel
application, contains several CTI commands for your agents. Some of the
commands may correspond to buttons in the CTI toolbar.
The CTI menu options vary according to the CTI configuration you are using. You
can customize the content and functioning of the CTI menu by working with the
CTI commands in the All Commands view. For more information about the CTI
configuration views, see “Specifying CTI Configuration Settings” on page 2-23. For
information about commands that you use in configuring the CTI menu, see
“Command Definitions” on page 3-19.
CTI menu, see “Configuring the CTI Menu and the Shortcut Menu” on page 4-22.
Context Sensitivity
Agents can initiate several CTI operations that draw phone numbers from Siebel
database records, such as those for contacts or service requests, in order to make
calls. Such operations may be initiated using context-sensitive CTI controls in the
CTI toolbar, the CTI menu, or the shortcut menu that is accessed by right-clicking
certain types of records. Command behavior is defined in CTI commands in the CTI
configuration views.
CTI commands in the shortcut menu, see “Configuring the CTI Menu and the
Shortcut Menu” on page 4-22.
Online Help
End users can access the Online Help for information about the client controls
available to them in the Siebel application. You can customize the Online Help for
your Siebel CTI implementation. For details, refer to the Siebel Online Help
Developers Guide.


Working with CTI Commands and Events 3
CTI Definition Data in the Database . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Testing Genesys Configurations with the CTI Simulator . . . . . . . . . . . . . . 3-4
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 . . . . . . . . . . . . . . . . . . . . . . 3-18

CTI Command Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18
CTI Event Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18
Command Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-19
CmdData Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-25
EventHandler Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-30
EventResponse Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-35
EventLog Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43

Working with CTI Commands and Events
Chapter Overview
Chapter Overview 3
This chapter explains how to customize the commands and events in your Siebel
CTI configuration to serve your business needs. You can customize command or
event definitions, for example, to attach different types of data to incoming,
outgoing, or transferred calls.
There are two major aspects of customizing CTI:
You can customize the way Siebel CTI handles events. For example, an event
could be a call that is received by your switch.
You can customize commands sent from Siebel CTI to the CTI middleware.
A CTI data set defines the commands and events and associated data passing
between your CTI middleware and the CTI-enabled Siebel client. Commands and
events have attributes and corresponding data. Data set attributes can be supplied
and examined by external call control tables, campaign manager modules,
predictive dialers, voice response units, and call routers.
Attribute names are such things as DNIS, CallerID/ANI, Queue, and Priority. Each
attribute has associated data; for instance, the ANI attribute could have the data
650-295-5300, the telephone number for the caller or for the caller’s organization.
For examples, view the Siebel CTI log file for your middleware, for example
Genesys.log.
Each type of CTI event generated by a phone device has a unique name and an
associated data set. Each event can be handled individually by the call center.
Similarly, each CTI command the Siebel client sends to the CTI middleware (via the
CTI driver) can accept parameter strings and data sets.
For example, a call-transfer command can, along with the transfer extension
parameter, accept any data set. When transferring a call, the data set might include
a service request ID or context information for the agent’s current Siebel view.
When performing the call transfer, Siebel CTI attaches the data set to the call and
sends it over the network to the Siebel client of the agent receiving the transferred
call. The Siebel client of the agent who receives the call may also display a screen
pop, causing the current Siebel view to be displayed with the current record, such
as a service request.
“CTI Command and Event Flow” on page 1-13 describes the flow of commands and
events in a Siebel CTI implementation. For an illustration, see Figure 1-2 on
page 1-13.

Chapter Overview
CTI Definition Data in the Database 3
The Siebel database contains Siebel CTI configuration data that determines how CTI
is integrated with your Siebel application. Along with defining configuration
parameters, the CTI configuration data:
Defines how the Siebel client will handle CTI events received from the CTI
middleware
Defines how CTI user commands will be generated and sent to the CTI
middleware
Defines the appearance and availability of CTI commands in the CTI menu and
the shortcut menu in the Siebel client—by specifying hot keys, CTI menu
command titles, menu item sequence, and so on
For more information, see “Configuring the CTI Menu and the Shortcut Menu”
on page 4-22.
NOTE: The events recognized by the CTI driver, and the commands supported by the
CTI driver, are a subset of those supported by the CTI middleware. For the
supported configuration parameters, events, and commands, see the relevant
appendix for your supported CTI middleware.
To customize the CTI configuration, you must understand your call center’s
workflow model, as well as the key business objects for your Siebel application.
You customize CTI features by editing or entering data in a series of CTI

configuration views in the Siebel client, as described in “Specifying CTI
Configuration Settings” on page 2-23. You specify command and event names in the
Configuration Commands and Events view, and specify command and event
parameters in the All Commands and All Events views.

Chapter Overview
Testing Genesys Configurations with the CTI Simulator 3
Try This
For some examples in this chapter, the note CTI Simulator indicates an example that
you can try using CTI simulation—which is supported only for configurations using
Genesys T-Server CTI middleware. Use the CTI Simulator to test your configuration
before you deploy it. For more information, see Appendix F, “Using the Siebel CTI
Simulator.”
Command and Event Definitions 3
The following types of commands and events are defined in a CTI configuration:
Commands. Siebel CTI supports two types of command definitions:
Command
CmdData
Events. Siebel CTI supports three types of event definitions:
EventHandler
EventResponse
EventLog
CTI configuration data can contain multiple definitions from each type, but each
definition must have a unique name within its type. For details, see “Types of
Command and Event Definitions” on page 3-18.
Field Types for Command and Event Parameters

Parameters for each type of command or event use one of the following field types:
Characters (letters A–Z or a–z)

Group of subparameters (of character type)
For instance, if you have parameters called Filter.A and Filter.B, A and B are
subparameters of Filter.
Numeric (0–9)

Chapter Overview
Boolean (allowable values are TRUE and FALSE)

Multi-Value (of character type)
Special fields (not vendor-specific)
See “Special Fields and Special Commands” on page 3-6.
Defining Commands and Events

CTI command and event definitions have names and parameters. Valid types of
commands and events, with descriptions of their supported parameters, are
described in this section.
To define a command or an event, you must include parameter definitions in a form

similar to those listed in Table 3-1.
Table 3-1. Command/Event Parameter Forms
Parameter Name Parameter Value
SingleParam1 Param1Value1
MultiValueParam2 Param2Value1
MultiValueParam2 Param2Value2
GroupParam3.SubParam1 Param3Value1
GroupParam3.SubParam2 Param3Value2

Special Fields and Special Commands
Special Fields and Special Commands 3
Several special fields and commands can be used in command and event
definitions. These special fields and commands are provided by the Siebel CTI
driver manager and are not specific to any particular CTI middleware.
Special Fields 3
Several special fields can be used in command and event definition and can employ
macro expansion, which is described in “Using Character-Field Macros” on
page 3-12. The special fields, which have names that start with the symbol @ or $,
are shown in Table 3-2.
Table 3-2. Special Fields (Sheet 1 of 3)
Special Field Name Description
@AgentId Agent login for the current agent.
@AgentPin Password for the agent login for the current agent.
@CallDuration Length of the current call (time elapsed since call started).
@CallObjectId Row ID of the call-tracking object that was transferred to the agent or that was created
as a result of using the logging feature and the AfterCall event log parameter.
@CallStartTime Time when last call arrived (or was made).
@EditControl The data in the edit control in the CTI toolbar (that is, the Phone # field).
This special field yields a value only when this Phone # field has the focus and
contains a value. Use it when agents will input values other than phone numbers into
the CTI toolbar’s Phone # field—such as to log into the switch.

@HotelingPhone An employee’s extension, generally assuming that the agent is using a hoteling
teleset. The field value is calculated at run time according to these rules:
Uses the login name of the currently selected agent (employee) to find the agent’s
run-time extension, if the agent is using a hoteling teleset. In the example below,
“Login Name” would be the “Login” field of the business object and business
component specified in the SelectBusObj and SelectBusComp parameters.
If the extension is not found, @HotelingPhone retrieves the employee’s extension
number that is stored in the S_EMPLOYEE table.
For example, a command parameter in a make-call command may generate the
desired extension based on this definition:
Param.PhoneNumber="{@HotelingPhone(Login Name):Lookup}"
For more information, see “Supporting Hoteling” on page 4-3.
@Phone A field, representing a phone number, whose value is calculated at run time according
to these rules:
If the Phone # field in the CTI toolbar has the focus and contains a value, @Phone
will be equal to the value of this field.
If the Phone # has no value, but the currently active applet field is of the type
DTYPE_PHONE, @Phone will be equal to the value of this field.
If the Phone # field has no value and the currently active field is not of the type
DTYPE_PHONE, @Phone will be equal to the value of the field referred to by the
Primary Phone Field user property for the business component.
In all other cases, the @Phone field is empty.
For more information, see “Macro Expansion with Phone Numbers” on page 3-13 and
“Primary Phone Field Property in Business Components” on page 3-24.
@QueueId ACD queue to which the agent is currently logged in.
@Random A string containing 10 random digits.

This field may be used for testing purposes.
$RemoteConnectStr Name of the call center. This special field, which can be used with transfers and
conference calls between call centers, derives the name of a remote call center’s CTI
configuration from an agent’s extension number.
For example, a command parameter in a transfer or conference command may
generate the desired CTI configuration name in this fashion:
Param.RemoteConnectStr="[$RemoteConnectStr(@Phone)]"
For more information, see “Configuring Remote Transfers and Conferences” on
page 4-25.

$RemoteConnectStr2 Name of the call center. This special field, which can be used with transfers and
conference calls between call centers, derives the name of a remote call center’s CTI
configuration from an agent’s employee ID.
For example, where the SelectBusObj and SelectBusComp parameters are set to
"Employee", a command parameter in a transfer or conference command may
generate the desired CTI configuration name in this fashion:
Param.RemoteConnectStr2="[$RemoteConnectStr2(Id)]"
The Employee business component uses the Id field to uniquely identify an employee
record. A command that references another business component might need to use
another field name to uniquely identify a record.
page 4-25.
@UserId User ID of the current Siebel user.
@UserName Login name of the current Siebel user.
The example Command and CmdData definitions shown in Table 3-3 and Table 3-4
can be used to dial any phone field on any business component.
Table 3-3. Command: MakeCallToCurrentPhone
CmdData MakeCallToCurrentPhone
Description Make Call to "{@Phone}"
DeviceCommand MakeCall
Hidden TRUE
Order 13

Table 3-4. CmdData: MakeCallToCurrentPhone
AttachContext TRUE
Param.CallNotifyText Call from {@UserName}...
Param.PhoneNumber {@Phone:PhoneTypeLookup}
RequiredField.@Phone ?*
Special Commands 3
This section describes two CTI commands that are executed by the Siebel CTI driver
manager. The special commands, which have names that start with the symbol @,
are described in Table 3-5.
Table 3-5. Special Commands
Special Command Name Description
@Associate Updates the call-tracking object that was transferred to an agent

or created by using the logging feature and the AfterCall event
log parameter. For more information, see “EventLog
Parameter keys are interpreted as field names, and parameter
values are interpreted as field values. They are also macro-
expanded.
@ViewCallObject Views the call-tracking object.

A parameter with the name View must exist and must contain
the name of the view to use for display.
Because these commands are available through the CTI driver manager, rather than
through the CTI driver, they are available in any Siebel CTI implementation.

Example for @Associate Special Command

Table 3-6 and Table 3-7 provide an example of using the @Associate special
command.
This example defines a command that will be enabled only when the agent is
working with accounts. When the command is invoked, it will create an association
between the current Activity object and the current Account object. It is assumed
that the call-tracking object is Activity (Action business object and Action business
component).
Table 3-6. Command: AssociateAccount
CmdData AssociateAccount
DeviceCommand @Associate
Hidden TRUE
Table 3-7. CmdData: AssociateAccount
BusComp Account
Param."Account Id" {Id}

Example for @ViewCallObject Special Command

Table 3-8 and Table 3-9 provide an example of using the @ViewCallObject special
command.
This example defines a command that specifies the menu item that is to be used for
viewing the latest call-tracking record, and assigns it the hot key “Shift+F6”. This
command will be used together with the AfterCall event log parameter, which
creates a record in the activity table. The ViewCallObject command defined below
enables a user to view only that record. For more information about the AfterCall
parameter, see “EventLog Definitions” on page 3-43.
Table 3-8. Command: ViewCallObject
CmdData ViewCallObject
DeviceCommand @ViewCallObject
HotKey Shift+F6
Order 8
Title &View Call
Table 3-9. CmdData: ViewCallObject
Param.View Activity Attachment View

Using Character-Field Macros
Using Character-Field Macros 3
Some parameter values in command or event definitions can contain macro-

expansion characters, which indicate that macro expansion is required to obtain, or
calculate, the actual values of those fields.
For examples illustrating the usage described in this section, see “Macro-Expansion
Examples” on page 3-15.
For information about special fields that you can use with macro expansion, see
“Special Fields” on page 3-6.
Macro-Expansion Syntax Elements 3
Macro expansion uses the following syntax elements:
Brackets ([ ]) contain field names from the record that is currently selected in
the Siebel application—for example, a record displayed in a pop-up window.
Braces ({ }) contain field names from the current business object, business
component, call, or session data.
A colon (:) following a field name functions as a separator to introduce

modifying keywords or numeric ranges that determine what data to extract and
substitute. For more information, including supported keywords, see “Macro
Expansion with Phone Numbers.”
The escape character (\) enables you to place a literal bracket, brace, or colon
in a value without its being subject to macro expansion.

Macro Expansion with Phone Numbers 3
Macro expansion provides many options for retrieving phone number data for use
with CTI commands or events. The special field @Phone is often used in macros to
retrieve a phone number. For a detailed description of this field and its encoded
logic, see Table 3-2 on page 3-6. Alternatively, you can explicitly specify the name
of a field from which to retrieve phone number data.
For information about international phone number formatting, refer to the Siebel
Applications Administration Guide.
You can use the following special macro-expansion features when retrieving phone
number data:
A keyword to specify how to apply dialing filters to the field value. See
“Keywords to Specify Dialing-Filter Behavior” on page 3-13.
A keyword to indicate the part of the phone number that you want to extract.
See “Keywords to Extract Part of a Phone Number” on page 3-14.
A specific range of numerals to extract from the field value. See “Numeric
Ranges to Extract” on page 3-14.
Keywords to Specify Dialing-Filter Behavior

Follow the field name with a colon (:) and one of the following keywords to specify
whether to filter the field data using Dialing:Filter configuration parameters. Dialing
filters allow you to perform an intelligent translation of a phone number, in order
to optimize dialing. You can use these keywords with either the @Phone special
field or another field whose name you explicitly specify.
Lookup. Applies the dialing filters to the field data.
You can use Lookup with fields that you know to contain phone number data
that can be successfully filtered with your dialing filters.
PhoneTypeLookup. Checks if a field is of type DTYPE_PHONE. If it is of this type,

the dialing filters are applied to the field data. If it is not of this type, the dialing
filters are not applied to the field data.
For examples, see “Macro-Expansion Examples” on page 3-15. For more

information about Dialing:Filter configuration parameters, see the relevant
appendix for your supported CTI middleware.

Keywords to Extract Part of a Phone Number

Follow a field name with a colon (:) and one of the following keywords to specify
the portion of the phone number field to be extracted and substituted. You can use
these keywords only with fields of type DTYPE_PHONE (as defined in Siebel Tools).
If no part is specified after a field name, then the default part is Number.
Digits. Full phone number (country code, phone number, and extension)
Country. Country code only (without the phone number or extension)
Number. Phone number only (without the country code or extension)
Extension. Phone number extension only (without the country code and phone
number—for when the phone number field contains an extension number
prefaced with an “x” or another localized character)
Numeric Ranges to Extract

Follow the field name or a keyword by a colon (:) and a range of numerals to be
extracted from the field value. A substring numeric range can be specified directly
after the field name or after a keyword indicating the part of the phone number.

Macro-Expansion Examples 3
The examples in Table 3-10 demonstrate macro-expansion usage. From the nominal
parameter value shown in the second column, macro expansion calculates the
resulting value shown in the third column. Each example is explained to show how
the result was generated.
Table 3-10. Macro-Expansion Examples (Sheet 1 of 2)
Parameter Name Parameter Value Result Explanation
Param.PhoneNumber #8[Phone #:7-10] #85000 If the value of the Phone # field is

6502955000, macro expansion
extracts the seventh through
tenth digits of the phone number.
The result is prefixed with “#8”.
Because no keyword is specified,
the Number part is assumed, and
the country code and extension
are excluded.
Because the macro-expansion
characters are enclosed in
brackets, the Phone # field could
be in a pop-up window or in the
current business component.
Param.PhoneNumber {Phone #:Number:6-10} 55000 Assume the same value for the
Phone # field as in the previous
example. Macro expansion
extracts the sixth through tenth
digits of the phone number.
In this example, the Number
keyword is explicitly specified.
Because the macro-expansion
characters are enclosed in curly
braces, the Phone # field could
not be in a pop-up window.
Param.E {Id} 10-CSAE If the RowId of the Id field in the

current business component is
10-CSAE, macro expansion yields
this string as the result.

Table 3-10. Macro-Expansion Examples (Sheet 2 of 2)
Parameter Name Parameter Value Result Explanation
Param.C \{Hi\} {Hi} The backslashes escape the curly

brace characters, allowing them
to be included literally as part of
the result. Because “Hi” is not
enclosed in curly braces, it is not
interpreted as a field name.
Param.ExtField {Extension} 5000 For a field called Extension (such

as in the TelephoneStatus
business component), macro
expansion extracts the value of
this field—for example, 5000.
Because the Extension field is not
of type DTYPE_PHONE, you
cannot use keywords to specify a
phone number part to extract.
Param.Ext {Work Phone #:Extension} 6000 If the value of the Work Phone #
field of the current business
component (for example,
Contacts) is (650)2955000 x6000,
macro expansion extracts only
the extension number after the
“x”.
Param.PhoneNumber {Work Phone #:Lookup} phone_num This macro generates a phone

number based on applying the
dialing filters to the data in the
Work Phone # field of the current
business component.
Param.PhoneNumber {@Phone:PhoneTypeLookup} phone_num This macro generates a phone
number based on the logic
described for the @Phone special
field, in Table 3-2. It applies the
dialing filters only if the field is of
type DTYPE_PHONE.

In the CmdData example in Table 3-11, for making a call to an extension, the
parameter Param.PhoneNumber has the value of the Extension field in the
Telephone Status view.
Table 3-11. CmdData: MakeCallToExtension
BusComp TelephoneStatus
Param.PhoneNumber {Extension}

Types of Command and Event Definitions
Types of Command and Event Definitions 3
Siebel CTI supports two types of CTI commands and three types of CTI events.
CTI Command Types 3
Commands may be defined using these types:
Command. Defines CTI menu commands that are available in the Siebel client. It
also specifies the appearance and availability of CTI commands. For details, see
“Command Definitions” on page 3-19.
While the configuration parameters control the feature set provided by the
switch, the command and event data controls how and when these features are
used, what the command and event parameters are, and so on.
CmdData. Defines how a Siebel application will attach command parameters to

a CTI command. For instance, the command to place an outbound call requires
a parameter for the phone number. CmdData could specify that the phone
number come from an Employee pop-up list. For details, see “CmdData
CTI Event Types 3
Events may be defined using these types:
EventHandler. Defines how the Siebel client application responds to switch and
middleware events by gathering information about the call, such as the type of
call. For details, see “EventHandler Definitions” on page 3-30.
EventResponse. Further defines how the Siebel client application responds to

events. The EventResponse uses the data gathered from the EventHandler to
determine what to do with the call. An EventResponse definition can be
associated with more than one EventHandler definition. For details, see
“EventResponse Definitions” on page 3-35.
EventLog. Defines Siebel activity-generation rules for CTI events. For instance,
the sample Siebel configurations log activities in the Action business
component, but they can be configured to log activities for any business
component. For details, see “EventLog Definitions” on page 3-43.

Command Definitions 3
Command definitions in the database define the appearance and availability of CTI
commands.
For information about invoking a Siebel VB or Siebel eScript script from a Command
definition, see “Script Usage Examples” on page E-8.
Table 3-12 describes the parameters in the Command definitions of the CTI
configuration data. A dash (—) in the Macro column indicates that macro
expansion is not applicable for the parameter. Y indicates that macro expansion
applies to the parameter.
Table 3-12. Command Parameters (Sheet 1 of 4)
Parameter Type Macro Description
AllViews Boolean — Parameter that, when set to FALSE, disables the command on all
views other than those specified by the View parameter.
The default is TRUE.
CmdData Char — The CmdData definition name that describes parameter

generation for this command.
This parameter can be empty if the device command does not
require any parameters.
For more information, see “CmdData Definitions” on page 3-25.
Description Char — Description string for the command.

This string appears in the ToolTip area when the user points to
a CTI toolbar button for this command.
This string appears in the status bar when the user highlights
a CTI menu item for this command.
For more information about configuring the CTI toolbar and the
CTI menu, see “Configuring the CTI Toolbar, CTI Menu, and
Shortcut Menu” on page 4-16. See also “End-User Client CTI
Operation” on page 2-70.

DeviceCommand Char — The CTI device command executed by the CTI driver or by the CTI
driver manager when this Siebel CTI command is executed.
Device commands that are executed by the CTI driver are specific
to particular middleware/switch vendors. See the commands
table in the relevant appendix for your CTI middleware.
Device commands that are executed by the CTI driver manager
are available in all Siebel CTI implementations. For more
information, see “Special Commands” on page 3-9.
Hidden Boolean — Parameter that, when set to TRUE, hides the command from the
CTI menu. Use this setting for commands that are to appear only
in either the CTI toolbar or the shortcut menu, but not in the CTI
menu.
Set this parameter to FALSE (the default) or omit the parameter in
order for the command to appear in the CTI menu. Use the
Description, HotKey, Order, and Title parameters to specify
additional settings relevant to the command’s appearance in the
CTI menu.
For more information, see “Configuring the CTI Menu and the
Shortcut Menu” on page 4-22. See also “Using the CTI Menu” on
page 2-75.
HotKey Char — Keyboard shortcut to assign to this command, for use in the CTI
menu.
This can be a combination of CTRL, ALT, or SHIFT and one of the
keyboard letter or function keys—or just a single letter or function
key.
For example, valid values for the HotKey parameter include
CTRL+SHIFT+F, ALT+F9, and F12.
The string representing the hot key is automatically appended to
the menu item text from the Title parameter.
page 2-75.

LocalMenu Boolean — Parameter that, when set to TRUE, enables this command so it
appears in the context-sensitive shortcut menu (invoked by
clicking the right mouse button).
Only enabled (active) commands—those with LocalMenu set to
TRUE—will appear in the shortcut menu each time the user
invokes it.
This feature enables you, for example, to define a shortcut menu
item called Call Contact that will be available in a shortcut menu
that can be invoked when working with contact records.
The default is FALSE.
page 2-75 and “Context Sensitivity” on page 2-75.
OnEditControl Boolean — Parameter that, when set to TRUE, means that the command
requires that the Phone # field has the focus and contains data.
Order Numeric — Numeral that determines the order in which the command will
appear in the CTI menu. Commands and groups with lower Order
values will appear above those with higher Order values.
Also specifies the precedence for subcommands contained within
another command—that is, the order in which Siebel CTI will
check the subcommands to find a match with the current context.
The default is 0.
page 2-75.
ServiceMethod Char — The name of a Siebel business service and method to be called.
The service and method are specified in the form service.method.
You can use the ServiceParam parameter to provide parameter
names and values to pass to the method to be called.
For more information, see “Integrating Siebel CTI with Siebel
Business Services” on page 4-10.

SubCommand Multi — Commands that are grouped together in this one command
parameter.
The commands appear to an agent as one command because only
one of them is active at any point, depending on the Siebel context
and the specified Order values for the subcommands.
For example, the Transfer command could be either to transfer to
an employee or to transfer to a service request owner, depending
on the current business component.
The commands that are invoked from the CTI toolbar, CTI menu,
and shortcut menu often invoke other commands, which are
specified as subcommands.
For more information, see “Configuring the CTI Toolbar, CTI
Menu, and Shortcut Menu” on page 4-16.
Title Char — Name of the CTI menu item associated with this command.
The Title parameter can contain an & character that will specify
the keyboard shortcut to be indicated in the menu by an
underlined character.
For example, the title &Call will be displayed as Call in the menu
(where the letter C is underlined). If a hot key was specified, it is
appended to the title automatically.
If no Title parameter is specified, the name of the
DeviceCommand serves as the menu item name.
page 2-75.
View Multi — Names of the views where this command is enabled if the
AllViews parameter value is FALSE.

Example for Genesys

Try This
CTI Simulator. The example in Table 3-13 and Table 3-14 shows how the CTI
Simulator defines the hot key that simulates an incoming call from someone who is
not in the database.
Table 3-13. Command: SimCallNotFound
DeviceCommand SimulateCall
Hidden TRUE
HotKey CTRL+F11
CmdData SimCallNotFound
Table 3-14. CmdData: SimCallNotFound
Param.ANI 4153218811
You might want to change something about this simulated incoming call. For
instance, you might want the command to appear on the CTI menu so that users
would not have to remember to press CTRL+F11.
To add a Simulate Call command to the CTI menu

1 Start Siebel Call Center Demo, Siebel Service Demo, or Siebel eMail Response
Demo.
The demo versions of these applications use CTI simulation and connect to the
sample database.
2 Reconnect to the sample database as the Siebel administrator (SADMIN is both

the login name and the password).
3 Choose Screens Communications Administration CTI All

Configurations.
4 Click to select a sample CTI configuration for Genesys.

5 Display the Configuration Commands and Events view.

6 Click the SimCallNotFound command to display the All Commands view.
7 Change the command parameter Hidden from TRUE to FALSE.
8 Add a new command parameter called Title and give it the value Simulate Call.
9 Exit the Siebel client.
10 Restart the Siebel client.
Notice that a new menu item, Simulate Call, has been added to the CTI menu.
If you do not specify a title, the menu item is based on the value for the
DeviceCommand parameter; in this case, it would be SimulateCall (with no
space).
Primary Phone Field Property in Business Components

Any business component can have a named user property called Primary Phone
Field. The property value is the field name of the same business component that
contains the phone number and that should be dialed by Siebel CTI when the
dialing command is invoked on the applet using this business component.
For example, the Account business component can have a Primary Phone Field user
property set to the value Main Phone #. This tells Siebel CTI that Main Phone # is
the field that should be dialed by default when dialing is requested on an Account.

CmdData Definitions 3
CmdData definitions define how CTI command parameters should be generated by

Siebel CTI for use with a corresponding Command definition.
For example, a CmdData definition can instruct one of the transfer commands to
transfer the caller to the current service request owner, or to display a specified
screen, and extract the transfer destination from that screen.
Table 3-15 describes the parameters in the CmdData definitions of the database. A
dash (—) in the Macro column indicates that macro expansion is not applicable for
the parameter. Y indicates that macro expansion applies to the parameter.
Table 3-15. CmdData Parameters (Sheet 1 of 3)
AttachContext Boolean — Parameter that, when set to TRUE, allows automatic passing of
current screen-context data with the current call. This is the
easiest way of transferring screens between agents.
This feature is not available for Aspect middleware.
End users can also specify whether sending screen pops is
enabled or disabled. For more information, see “Specifying
CTI Settings in the Options Dialog Box” on page 2-63.
BusComp Char — Business component name.

If this parameter is empty, then the associated command will
be enabled on all views. If a business component name is
specified, the associated command will be enabled only on
views that display the business component with at least one
row selected.
BusObj Char — Business object name.
OnField Char — Field name that is required to be active.

If this property is specified, then the related command will be
enabled only when this field is active (that is, when a cursor
is in this field).

Param Group Y Parameter names and values for the command. This parameter
is used to pass data to the CTI driver. You can use it to pass
custom data with the active call.
You create each parameter you need in the form
Param.param_name, then specify a value for the parameter
that you will pass to the CTI driver.
Parameters specific to commands for particular vendors, and
possible values for these parameters, are listed in the
command parameters table in the relevant appendix for your
CTI middleware.
RequiredField Group — Field name/filter pair that will be used as a criterion to

determine if this command will be active for this condition.
For example, the following property will cause the specified
command to be disabled if field A of the current (selected) row
in the current (active) applet doesn’t contain a value that ends
with X2.
RequiredField.A = "*X2"
SelectApplet Char — Selection applet name.
SelectBusComp Char — Business component that will be used for selection screen.
SelectBusObj Char — Business object that will be used for selection screen.
SelectParam Boolean — Parameter that, when set to TRUE, enables an applet in which
the user can select the name of the person to call or to transfer
to—for example, the transfer destination selection screen or
the Employee pop-up screen.

SelectTitle Char — The title of the selection screen.

If not specified, the selection screen will have the title that is
assigned to the selection applet.
ServiceParam Group Y A group of subparameters that are parameters to the Siebel

business service method (if any) invoked using the
ServiceMethod parameter.
ServiceParam.param_name, then specify a parameter value.
The parameter name and value are both passed to the service.
Parameters should be ordered in the sequence in which they
are expected by the service.
ServiceParam.Subparam1 = "value1"
ServiceParam.Subparam2 = "name"
In this example, Subparam1 and Subparam2 are
subparameters of the ServiceParam parameter.
For more information, see “Integrating Siebel CTI with Siebel
Business Services” on page 4-10.

Example for Aspect Switch

Table 3-16 shows an example CmdData definition for an Aspect switch.
Table 3-16. CmdData: ConferenceSR
BusObj Service Request
BusComp Service Request
SelectParam TRUE
SelectBusObj Employee
SelectBusComp Employee
SelectApplet ACD Transfer Call Applet
SelectTitle SR Conference To Agent Group:
Param.Digits [Phone #:6-10]
Param.E {Id}
Param.D 1
This command is enabled only on Service Request applets. First it opens an applet
for selecting an employee. Next, it dials the extension of the employee by retrieving
the sixth through tenth digits of the phone number—for example, a five-digit
extension that is part of a ten-digit phone field. Finally, it attaches the current
Service Request ID to the call using Aspect’s E event data field.

Example for Genesys

Try This
CTI Simulator. In the Command and CmdData definitions for Genesys shown in
Table 3-17 and Table 3-18, the phone number for the parameter Param.ANI is the
same as the phone number specified in the Description field for the activity created
for a simulated incoming call.
Table 3-17. Command: SimCallNotFound
Hidden FALSE
HotKey CTRL+F11
Table 3-18. CmdData: SimCallNotFound
Param.Testing My_Value_Here

EventHandler Definitions 3
All middleware events are directly passed to the CTI engine for handling. This
process involves the following phases of activity:
1 The physical phone activity (such as a hang-up) passes events to the switch.
2 The switch forwards events to the CTI middleware.
3 The CTI middleware forwards events to the appropriate agent’s Siebel client,
which is running with CTI enabled.
When each call-center agent starts the Siebel application and Siebel CTI is
initialized, data is passed to the CTI middleware associating each extension with
the machine where the agent logged on. This association enables the CTI
middleware to pass events to the correct Siebel client. For more information, see
“Adaptive CTI Architecture” on page 6-7.
4 The Siebel CTI engine processes events and executes any actions defined in the
configuration data in the database, or forwards events to Siebel VB or Siebel
eScript code.
By working with the command and event data in the CTI configuration views, you
can define the actions that Siebel CTI performs when it receives a particular CTI
event. These actions will be invoked immediately upon receipt of such an event.
The only exception to this behavior is the phone-ringing event (EventRinging for
Genesys). For details, see “Handling the Phone-Ringing Event” on page 3-32.

EventHandler definitions specify what kind of event from the CTI middleware will
be processed and specify which EventResponse definition should be called as a
result. Parameters in EventHandler definitions are described in Table 3-19. Macro
expansion is not applicable for these parameters.
Table 3-19. EventHandler Parameters
Parameter Type Description
DeviceEvent Char CTI device-generated event name.

For possible values, see the events table in the relevant
Filter Group Event data-field filter.

This works like a standard IsLike() function. All filter results
are logically joined by AND to determine if the event belongs
to this event class or not. When the applicable event is
returned, the filter further qualifies the event.
For information on all fields available for filtering, see the
event data fields table in the relevant appendix for your CTI
middleware.
Order Numeric The order in which EventHandler definitions will be tested

against event matching.
Each received CTI event is checked against all EventHandler
definitions to determine which response to execute.
EventHandler definitions with a lower Order value will be
checked before those with higher values. The default is 0.
The check stops once there is a match.
Response Char Name of the EventResponse definition that will be executed

when a matching event is detected.

Handling the Phone-Ringing Event

Command and event definitions provide the following options for handling a
phone-ringing event as defined for your middleware:
The phone rings, the agent clicks the Accept Call button, the Siebel application
performs the query to generate a screen pop, and then Siebel CTI answers the
phone. This is the default behavior.
The phone rings, the Siebel application performs the query to generate a screen
pop, the agent clicks the Accept Call button, and then Siebel CTI answers the
phone. (In this case, an agent’s work might be interrupted by a screen pop
without any notifications or confirmations.)
Other screen-pop behavior can be implemented using Siebel VB or Siebel eScript.
As stated, phone-ringing events are not handled immediately, by default. Instead,

as in the first of the preceding scenarios, the CTI toolbar button Accept Call starts
blinking, and the agent must click the button to invoke the action defined in the
database for the phone-ringing event. This way, an agent’s work is not interrupted
by an unexpected screen pop.
Using Sys_ Device Events

To handle the phone-ringing event without waiting for the agent to click the Accept
Call button, you can catch the event by creating an EventHandler definition in
which you specify a DeviceEvent with the Sys_ prefix. For example, to generate a
screen pop immediately after the phone-ringing event begins, use an event handler
such as that described in Table 3-20.
Table 3-20. EventHandler: ImmediateRingingHandler
DeviceEvent Specify one of the following, according to your middleware:

Sys_EventRinging (for Genesys)
Sys_CCM (for Aspect)
Sys_InboundCall (for Dialogic)
Sys_event_name (for another Adaptive CTI driver, where
event_name is the event you have defined in the driver that
corresponds to those named above)
Response ImmediateRingingHandler

Using Sys_ Device Events with Multiple Databases

When your call center’s Siebel implementation uses multiple databases to support
different languages, a single call center agent can run more than one instance of the
Siebel application, each accessing a database using a different language.
The CTI setting in the Options dialog box called “Bring Siebel to front: Only on
matching events” enables Siebel CTI to bring to the front a particular Siebel
application instance that matches an event. Use Sys_ device events for this purpose.
For more information, see “End-User Client CTI Configuration” on page 2-63.
For example, if you have a French database and an English database, campaign calls
for French or English can be routed to a single bilingual agent running an instance
of the Siebel application for each database. EventHandlers can be defined in each
database that filter call data such as the number dialed (equivalent to DNIS). If the
events are configured correctly, a campaign call to a French-language number will
find a matching EventHandler only in the French database; a call to an English-
language number will find a matching event only in the English database. The
correct instance of the Siebel application can be brought to the front when the call
is ringing, based on the CTI user option described earlier.
If you do not want an EventHandler (using a Sys_ event) that brings the application
to the front to invoke an EventResponse to generate a screen pop, then you can
create one EventHander that brings the application to the front but which invokes
an EventResponse that does nothing.
For the example above, if you want the screen pop to occur when the agent answers
the call, then you must create, in each database, EventHandler definitions that use
the regular event-ringing device event rather than the one preceded by Sys_. Each
such EventHandler should invoke an EventResponse that generates the appropriate
screen pop.


Table 3-21 shows an example EventHandler based on the default screen-pop
scenario described at the start of this section. This example is for an Aspect switch
with Aspect middleware; it could easily be modified for a different configuration.
Table 3-21. EventHandler: OnCCM
DeviceEvent CCM (for Aspect)

Possible values for other middleware include:
EventRinging (for Genesys)
InboundCall (for Dialogic)
event_name (for another Adaptive CTI driver, where event_name
is the event you have defined that is equivalent to those named
above)
Filter.Subtype *CONTACT*
Filter.A ?*
Response OnContactCall
This example EventHandler event has a unique name, OnCCM. The event is based
on a DeviceEvent for Aspect: a CCM (Call Connect Message). The EventHandler
event filters event data field A. If this field contains a non-null value, the event
matches and invokes the EventResponse called OnContactCall.

EventResponse Definitions 3
EventResponse definitions specify how the Siebel client will associate response
actions with an event. Each EventHandler definition specifies a response that
corresponds to an EventResponse definition. The same EventResponse may be
initiated by different EventHandlers.
In executing the EventResponse, Siebel CTI performs the following actions:
1 If a Siebel VB or Siebel eScript script name is specified, that script is invoked.

If the script does not return the required result, such as ContinueOperation, the
response will stop executing.
For more information about invoking a Siebel VB or Siebel eScript script from an
EventResponse definition, see “Script Usage Examples” on page E-8.
2 If a Siebel SmartScript script name or other data is specified to be passed to

Siebel SmartScript, that SmartScript is invoked.
For more information about invoking a SmartScript from an EventResponse

definition, see “Integrating Siebel CTI with Siebel SmartScript” on page 4-14.
3 If a Command definition name is specified, the command is executed.

4 If the parameter UseCtxData is TRUE, Siebel CTI checks to determine if the event
has screen context data attached.
If screen context data is available, then Siebel CTI collects the attributes of the
current view for that screen, stores the attributes, and goes to Step 11. This
behavior is applicable only for screen pops and screen transfers.
5 If QueryBusObj, QueryBusComp, and QuerySpec are specified, then the Siebel

application macro-expands the QuerySpec and executes the query.
Step 7 and Step 8 define the views upon which this query will be displayed. If
these parameters are not specified, the Siebel application goes to Step 9.

6 If there is only one row in the query result, and QueryBusComp2 and
QuerySpec2 are specified, QuerySpec2 is executed.
If the second query returns no data and InvokeMethodIfNoData2 is specified,

the Siebel application navigates to the destination view.
The Siebel application then invokes the applet method specified in

InvokeMethodIfNoData2 on the business component specified in
QueryBusComp2, for the view that is displayed by Step 7.
For instance, if an incoming campaign call is from a contact not in the campaign
list, you can configure Siebel to create a new record.
7 If there is only one row in the query result, then the Siebel application shows
that row in the SingleView view and goes to Step 11.
8 If there are several rows in the query result, then the Siebel application shows
those rows in the MultiView view and goes to Step 11.
9 If AddBusComp, AddBusObj, and AddRecordView are defined, the Siebel

application shows AddRecordView, creates a new record, and populates
specified values. It does not commit the new record, but goes to Step 11.
10 If FindDialogName is defined, a screen pop of the corresponding Find Dialog

appears, populated with the specified find parameters, and is executed.
11 If a corresponding EventLog definition is specified, the Siebel application creates

the log record using that definition object.
Table 3-22 describes the parameters in the EventResponse definitions. A dash (—)
in the Macro column indicates that macro expansion is not applicable for the
parameter. Y indicates that macro expansion applies to the parameter.
Table 3-22. EventResponse Parameters (Sheet 1 of 6)
AddBusComp Char — Business component name to use when adding a new

record.
AddBusObj Char — Business object name to use when adding a new record.
AddField Group Y Field names and predefined values of the new row that is
automatically inserted.

AddLog Char — Event object to execute if AddRecordView is displayed.

Determines the Siebel activity record to be created in
response to CTI events.
For an example of using this parameter, see Step 9 and
Step 11 on page 3-36.
AddRecordView Char — Name of the view that is displayed if a new record is added.
CallObject Char Y Specifies the object to be used for call tracking.

The format of this parameter is:
"BusObjName;BusCompName;RowID"
CallObject ="Action;Action;{E}"
In this case, the Aspect variable E contains the row ID for the
call object.
This parameter can make call tracking possible even if your
middleware does not fully support it. This parameter is not
necessary when using Genesys, since it already has a call
data attachment.
Example: An agent receives a call and creates the activity
record for it. When this agent does a screen transfer to a
second agent, the second agent will want access to the same
activity record.
The first agent can encode the row ID of the activity record
in, for example, variable E of Aspect call data, and transfer
the call. With the configuration shown here, the second
agent will be able to continue tracking the call activity
record.
Command Char — Optionally specifies the name of the command definition

that executes.
ContextLog Char — Event object to execute if screen-context data is used for

screen display.
FindDialog Char — Siebel Find Object Dialog name that is displayed if no rows
are returned.

FindField Group Y Field names and default values in the Find Object Dialog.
FindLog Char — Event object to execute if FindDialog is displayed.

InvokeMethodIfNoData2 Char — If specified, this Siebel applet method will be invoked when
a second query is executed but returns no data.
For example, this parameter can be set to NewRecord. If an
inbound caller’s phone number was not found by ANI, you
could specify that a screen pop of the New Contact applet
appear.
Log Char — EventLog definition to use if no other log is specified for an

action.
MultiLog Char — Event object to execute if MultiView is displayed.

MultiView Char — Name of the view that will be displayed if query result
contains more than one row.
QueryAfterAnswer Boolean — A parameter that, when set to TRUE, causes Siebel CTI to
answer the call first and then execute the screen-pop query.
When set to FALSE (the default setting), this parameter
causes Siebel CTI to execute the query first and then answer
the call.
QueryBusComp Char — Business component name for query.
QueryBusComp2 Char — Business component name for a second query.

The second query will be executed only if this parameter is
specified and if the first query returns exactly one row. This
feature could be used to get Campaign screen pops.
The first query can locate the Campaign that matches the
call type (for example, by DNIS), and the second query can
locate the Contact within that Campaign for which the work
number matches that of the caller (by ANI).

QueryBusObj Char — Business object name for query.
QueryFields Multi — Field names resulting from the business component search.
Only the fields specified here will be activated when the
Siebel application performs the search. Since the same
business component is used to navigate to the destination
view, you can use this feature to specify all the necessary
fields required for that view.
If nothing is specified here, the navigation process will cause
the business component to be queried again. QueryFields
can speed up a screen-pop navigation by preventing
additional queries of an entire business component.
QueryFields2 Char — Field names to activate of the second business component.

For more details, see the description of the QueryFields
parameter.
QuerySpec Char Y Standard business component query.

The query uses business component field names.
QuerySpec2 Char Y Second query specification.
Script Char — Siebel VB or Siebel eScript script name to invoke (if

specified). Parameters are passed using the ScriptParam
parameter.
ScriptParam Group Y A group of subparameters that are parameters to the script

method (if any) invoked using the Script parameter.
ScriptParam.param_name, then specify a parameter value
that will be passed to the script. The parameter names
themselves are not passed to the script. Parameters should
be ordered in the sequence in which they are expected by the
script.
ScriptParam.Subparam1 = "value1"
ScriptParam.Subparam2 = "name"
subparameters of the ScriptParam parameter.

ServiceMethod Char — The name of a Siebel business service and method to be

called. The service and method are specified in the form
service.method. You can use the ServiceParam parameter to
provide parameter names and values to pass to the method
to be called.
For more information, see “Integrating Siebel CTI with
Siebel Business Services” on page 4-10.
ServiceParam Group Y A group of subparameters that are parameters to the Siebel

business service method (if any) invoked using the
ServiceMethod parameter.
ServiceParam.param_name, then specify a parameter value.
The parameter name and value are both passed to the
service. Parameters should be ordered in the sequence in
which they are expected by the service.
ServiceParam.Subparam1 = "value1"
ServiceParam.Subparam2 = "name"
subparameters of the ServiceParam parameter.
For more information, see “Integrating Siebel CTI with
Siebel Business Services” on page 4-10.
SingleLog Char — Event object to execute if SingleView is displayed.

SingleView Char — Name of the view that will be displayed if query result is
exactly one row.
QueryBusComp2, QuerySpec2, and QueryFields2 are used to
query a second business component of the QueryBusObj for
a single record.

SmartScript Char — Parameter to be passed to Siebel SmartScript. May include a

script name or other data to pass to SmartScript. You can
specify any of the following:
SmartScript.CampaignId
SmartScript.CampContactId
SmartScript.ContactId
SmartScript.LanguageCode
SmartScript.ScriptId
SmartScript.ScriptName
Either ScriptName or ScriptId must be specified in order to
launch a particular SmartScript. For more information, see
“Integrating Siebel CTI with Siebel SmartScript” on
page 4-14.
UseCtxData Boolean — Set this parameter to TRUE to allow automatic use of screen-
context data attached to an event.
This feature is not available for the Aspect CTI System
middleware.


Table 3-23 shows an example of an EventResponse definition for an Aspect switch.
Table 3-23. EventResponse: OnIncomingContactCall
QueryBusObj Contact
QueryBusComp Contact
QuerySpec 'Work Phone #' like '*{C}'
SingleView Contact Detail View
FindDialog Corporate Contact
FindField.CSN Ask Caller
Log LogIncomingContactCallNotFound
SingleLog LogIncomingContactCallFound
In this example, the information specified with the business object and business
component parameters is retrieved. Siebel CTI then performs a query on the phone
number retrieved from the C event data field in the Aspect middleware.
If the phone number is found, Siebel navigates to the view specified by SingleView.
If no contact is found, the Find dialog box is displayed and shows Ask Caller in the
CSN event data field. If a contact is found with the Find dialog box, the
LogIncomingContactCallFound EventLog definition creates a call activity record
automatically.

EventLog Definitions 3
EventLog definitions define log-generation rules for CTI activity. Some

EventResponse definitions have an associated EventLog definition. Table 3-24
describes the parameters in EventLog definitions. A dash (—) in the Macro column
indicates that macro expansion is not applicable for the parameter. Y indicates that
macro expansion applies to the parameter.
Table 3-24. EventLog Parameters
AfterCall Group Y Field names and values of the log business component that will be
written when the call ends. Specifying this parameter implicitly declares
the call-tracking object, such as CallDuration. CTI will track the call
activity and update the object when the call terminates.
BusComp Char — Log business component name.
BusObj Char — Log business object name.
Display Boolean — Parameter that, when set to TRUE and the current view contains a
business component specified in the log definition, uses the current
business component to add a new log record. The log appears on the
screen immediately.
If set to FALSE, the log is generated but does not appear on the screen.
LogField Group Y Field names and values of the log business component.
QuerySpec Char Y Parameter that can be used to retrieve the desired record in the business
component:
If QuerySpec is not defined, a new record is created for the EventLog.
If QuerySpec is defined and returns a single record, this record is used
for the EventLog.
If QuerySpec is defined and returns more than one record, a new
record will be created for the EventLog.


Table 3-25 shows an example of an EventLog definition for an Aspect switch.
Table 3-25. EventLog: LogIncomingContactCallFound
BusObj Contact
BusComp Action
LogField.Type Call - Inbound
LogField.'Account Id' {Contact.'Account Id'}
LogField.'Contact Id' {Contact.Id}
LogField.Description CTI: Inbound Call

{Contact.'First Name'}
{Contact.'Last Name'}
LogField.Comment {CallID}
This example shows how a new activity is created. The activity is linked with the
current contact and its account because the current contact is the result of a screen
pop.

Example for Genesys

Try This
CTI Simulator. Table 3-26 shows an example EventLog definition for a Genesys
T-Server configuration.
Table 3-26. EventLog: LogIncomingCallContactNotFound
BusObj Action
BusComp Action
LogField.Type Call - Inbound
LogField.Description Unknown ANI ({ANI})
LogField.Comment {ConnID}
AfterCall.'ACD Call Duration' {@CallDuration}
There are several EventLog definitions in the sample configurations for Genesys.
These particular definitions are used when the inbound caller is not found in the
database.
To simulate an inbound call when the caller is not in the database

1 Press CTRL+F11 in the CTI Simulator.
For information about starting a demo Siebel application that supports the
CTI Simulator, see “Starting the Siebel Client with CTI or CTI Simulation” on
page 2-70. See also Appendix F, “Using the Siebel CTI Simulator.”
2 Answer the incoming call.

3 Type Kim in the Last Name field and press ENTER.
A contact with the last name Kim is provided in the sample database. You will
go to the Service Requests view.
4 Choose CTI View Call.

You will go to the Activity Attachments view to see information about the
current call. Notice that the description of the call starts with Unknown ANI,
followed by the phone number from which the call was dialed.

To modify the text that appears in the Description field of the activity
All Events.
2 Select the record for the event LogIncomingCallContactNotFound, of type

EventLog.
3 Change the value for the parameter LogField.Description to

Unknown Phone Number: {ANI}
4 Exit, then restart, the Siebel client.

5 Press CTRL+F11.
6 Answer the incoming call.
7 Type Kim in the Last Name field and press ENTER.
A contact with the last name Kim is provided in the sample database. You will
go to the Service Requests view.
8 Choose CTI View Call.

You will go to the Activity Attachments view to see information about the
current call. Notice that the description of the call now shows Unknown Phone
Number:, followed by the phone number from which the call was dialed (ANI).

Advanced Siebel CTI Configuration 4
Supporting Hoteling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3

Hoteling Requirements and Issues . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
Supporting Multi-Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5

Organization Visibility and Positions . . . . . . . . . . . . . . . . . . . . . . . . 4-5
Setting the Multi-Tenancy Configuration Parameter . . . . . . . . . . . . . . 4-8
Supporting Web Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
Integrating Siebel CTI with Siebel Business Services . . . . . . . . . . . . . . 4-10

Invoking a Business Service Method from a Siebel CTI Event . . . . . . 4-10
Invoking a Business Service Method from a Siebel CTI Command . . . 4-11
Invoking a Siebel CTI Command from Outside Siebel CTI . . . . . . . . . . . . .4-13
Integrating Siebel CTI with Siebel SmartScript . . . . . . . . . . . . . . . . . . . 4-14

Invoking Siebel SmartScript Through Siebel CTI . . . . . . . . . . . . . . . 4-14
Displaying CTI Parameter Data in SmartScript . . . . . . . . . . . . . . . . 4-15
Configuring the CTI Toolbar, CTI Menu, and Shortcut Menu . . . . . . . . . 4-16
Configuring the CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16
Configuring the CTI Menu and the Shortcut Menu . . . . . . . . . . . . . . 4-22
Configuring Remote Transfers and Conferences . . . . . . . . . . . . . . . . . . 4-25

Creating Siebel CTI Configurations . . . . . . . . . . . . . . . . . . . . . . . . 4-25
Editing the TServer.cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26
Specifying Dialing Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26
Adding Command Parameter to Identify Remote Call Center . . . . . . . 4-27

Advanced Siebel CTI Configuration
Chapter Overview
Chapter Overview 4
This chapter describes several advanced or special-purpose configuration tasks for

Siebel CTI:
Configuring Siebel CTI to support hoteling, multi-tenancy, and Web Call

Integrating Siebel CTI with Siebel business services
Integrating Siebel CTI with Siebel SmartScript
Configuring the CTI toolbar, CTI menu, and context-sensitive menu
Configuring transfers and conference calls between call centers (for Genesys
T-Server only)

Supporting Hoteling
Supporting Hoteling 4
You can configure the telesets in your call center for hoteling, which enables
multiple agents to log into Siebel applications and into the ACD queue from any one
of a pool of telesets and computers that have been configured for this purpose.
You configure hoteling by associating a teleset with the host name of the computer
that is located at the same station as the teleset. Do this in the Configuration
Parameters and Telesets view or in the All Telesets view.
For instructions for configuring telesets, see “Specifying Configuration Parameters

and Telesets” on page 2-31 and “Specifying Agents and Extensions for Telesets” on
page 2-33.
When you have specified a host name to enable hoteling, any agent logging into the
Siebel client on the hoteling computer will also use the hoteling teleset associated
with that computer. The available extensions for the agent to use, as displayed in
the CTI tab of the Options dialog box, are those of the hoteling teleset.
Hoteling Requirements and Issues 4
Note the following requirements and issues for implementing hoteling:
In order for multiple call-center agents to be able to log into one computer, the
computer must be prepared for this purpose, for instance by creating Windows
profiles for all hoteling users. For instructions for such tasks, refer to your
computer system documentation.
Although each agent is added to the CTI configuration by associating the agent
with a teleset, in the Agents list applet of the All Telesets view, associating a host
name with a teleset overrides any association of the teleset with an agent.
If an agent who normally operates in a hoteling context logs into the Siebel client
on a computer that is not configured for hoteling, the agent will be enabled for
Siebel CTI only if that agent is explicitly associated with the teleset at the new
location.

Supporting Hoteling
Hoteling can be configured only for computers that are always expected to be
located at the same station as the hoteling teleset. A laptop computer that an
agent connects to the network at any of several locations, for example, can be
configured for hoteling only for a single location where a particular teleset is
located.
Commands for internal calls to employees using hoteling telesets can be

configured to retrieve the run-time extension of an employee by using the
@HotelingPhone special field. For more information, see “Special Fields” on
page 3-6.

Supporting Multi-Tenancy
Supporting Multi-Tenancy 4
Siebel CTI supports the multiple-organization feature in the Siebel eBusiness

Applications. This feature, called multi-tenancy for call centers, provides the call
center with much flexibility to organize its work and agent resources effectively and
to control visibility of data.
Call centers that provide outsource services to other companies, or to multiple
internal entities, can support these multiple entities using multi-tenancy. In an
outsource call center, agents with expertise supporting products or services from
Company A, for example, would be assigned positions in the organization defined
for Company A, while agents supporting Company B would be assigned positions
in the organization defined for Company B.
Call-center agents can be assigned to multiple positions in multiple organizations,
according to their expertise and the call center’s operational requirements.
For more information about call-center scenarios, positions, responsibilities, and
organization visibility, refer to the Siebel Applications Administration Guide.
Organization Visibility and Positions 4
Some Siebel data records can be viewed only by users whose current position is
within a particular organization. Other records are visible to users whose positions
are in different organizations. Records may be associated with one or more
organizations.
Each user can have only one position active at a time. In some situations, a user
may be enabled to see data for all of that user’s assigned positions.
Organization visibility is defined for both business components and views.
Organization Visibility for Business Components

Organization visibility is defined for each business component, determining which
of the following applies to the business component:
Visibility is for one organization
Visibility is for multiple organizations
Organization visibility does not apply
A business component for which organization visibility applies is said to be
position-dependent.

Organization Visibility for Views

Organization visibility is enforced for each view. Multiple views that display data
for the same business component may enforce visibility differently. For example,
the All Contacts view enables a user to view contact records within one
organization, while the All Contacts across Organizations view (not available for all
users) enables a user to view all contact records for all organizations.
You can determine whether a view enforces organization visibility by using Siebel
Tools. For each view object definition:
Organization visibility is enforced for the view if the field Visibility Applet Type
is set to Organization and the field Admin Mode Flag is not checked (FALSE).
Organization visibility is not enforced for the view if the field Admin Mode Flag
is checked (TRUE).
Changing Position Manually or Automatically

For the agent to view some data, such as for certain screen pops, the agent’s
position must be changed, either manually or automatically. At any time, a call-
center agent can manually change the current position in the Siebel application by
using the Change Position command in the Edit menu.
If the agent is the recipient of a screen pop for an incoming, transferred, or

conference call, Siebel CTI attempts to change the agent’s position automatically, as
appropriate for the context and for the screen-pop data. When an agent retrieves a
call from hold, the original screen pop and position are both restored. As described
earlier, the business component determines the organization visibility for the
screen-pop data, enabling Siebel CTI to change the agent’s position as necessary.
What screen-pop data to display is determined by the current business component,

which is specified in the QueryBusComp parameter in the EventResponse
definition. See also “EventResponse Definitions” on page 3-35.
After an agent’s position has been automatically changed, when a call is concluded,
the agent’s position remains what it was changed to. The agent must manually
change the position again if the new current position is not appropriate.

Scenarios for Generating Screen Pops and Changing Position

Application behavior for generating screen pops and changing positions varies for
each of the scenarios described below. When a position is changed, a message is
displayed to the user. If the position is not changed, no message is displayed, except
in certain error conditions.
If the agent’s current position matches the screen-pop data, the screen pop is
displayed and the agent’s position is not changed.
If the agent’s current position does not match the screen-pop data, and the agent
has one other position that matches the data, the screen pop is displayed and
the agent’s position is changed.
If the agent’s current position does not match the screen-pop data, and the agent
has more than one position that matches the data, the screen pop is displayed.
The agent’s position is not changed, but the agent is enabled to view all data
that is defined to be visible for all the agent’s assigned positions.
The Siebel client enables the agent to view this data by using the VIEW_ALL
mode, which ignores organization-visibility rules. A prompt advises the agent to
manually change to a position appropriate for the screen-pop data, so that the
agent can subsequently navigate to related records without hindrance.
If the agent does not have a position that allows the agent visibility to the screen-
pop data, no screen pop will be displayed.
NOTE: If you are using the call-routing functionality of the Siebel CTI Server, then
your call-routing logic must take into account the way organizations and
positions are defined for your company. By doing this, you can ensure that a
screen pop can always be displayed for an incoming call. For more information,
see Chapter 5, “Configuring the Siebel CTI Server.”
If the business component for a view does not have enough data to determine
organization visibility, the screen pop will occur without restriction. Position
will not be changed. No error message will be displayed.

Organization-visibility rules for screen pops apply to inbound calls and to call
transfers and conferences between call-center agents. For inbound calls, Siebel
CTI always attempts to set the user’s position automatically. For call transfers
and conferences, Siebel CTI attempts to set the position only if the screen-pop
view enforces organization visibility.
When a view has no records displayed, organization-visibility rules do not apply

for screen pops for call transfers or conferences.
When organization visibility is not enforced for a view, Siebel CTI does not use
organization-visibility rules in its position-changing behavior.
Multi-tenancy affects screen pops differently for different views. Also, some
views are not available in Siebel Thin Client for Windows. Siebel configurators,
call-center managers, and end users must understand how these issues relate to
screen pops.
Some views, such as administration views, do not have organization-visibility

rules. Some views, such as views whose names include the phrase “Across
Organizations”, enable users to view records for multiple organizations. Siebel
CTI applies organization-visibility rules to screen pops according to the business
component data. You should verify organization-visibility behavior, changing
position manually as needed, for the views involved in your screen pops.
Setting the Multi-Tenancy Configuration Parameter 4
The Siebel CTI configuration parameter Setting:MultiTenancy enables you to specify

whether or not Siebel CTI should apply organization-visibility rules.
Set this parameter to FALSE if your Siebel implementation does not use multi-
tenancy.
Set this parameter to TRUE if your Siebel implementation uses multi-tenancy.

For more information, see the configuration parameters table in the relevant
appendix for your middleware.

Supporting Web Calls
Supporting Web Calls 4
Web Call enables an end user, such as a customer visiting a service-oriented Web
site running Siebel eService or another Siebel .COM application, to submit a request
for a call-center agent to call the customer on the telephone. An agent who belongs
to a pool of agents assigned to respond to such requests receives the notification via
a blinking Web Call button on the CTI toolbar, and initiates a Make Call CTI
operation to fulfill the customer’s request.
Web Call is a feature of Siebel eCollaboration, which also enables collaborative

Web-browsing capabilities for the end user and the call-center agent. For more
information about using Siebel eCollaboration with products such as Siebel
eService, refer to the Siebel .COM Applications Guide.
Typically, a business manager who oversees both the call center and the Web page
running Siebel eService oversees the way Siebel eCollaboration ties together the
Web page and the Siebel application that the call-center agents use.
A call-center manager or administrator identifies the agents who will support Web-
call requests. Call-center agents should be designated to receive Web calls or voice
calls, but not both. For this reason, you should associate a Web-call agent with no
more than one teleset.
The CTI administrator, in the All Telesets or All Agents view, specifies which agents
are Web-call agents. For information about using the CTI configuration views, see
“Specifying Configuration Parameters and Telesets” on page 2-31.
When an end user of a Siebel .COM application submits a Web-call request,

typically by choosing a link and specifying call-back information, the request is
processed by Siebel software and distributed to one of the Web-call agents who are
in a queue of available agents. The agents in the queue are sent Web-call requests
in round-robin fashion.
An agent receives notification of the Web-call request in the form of a blinking Web
Call button on the CTI toolbar. The agent clicks the button to navigate to the
eCollaboration view in the Activities screen, which displays the customer contact
information. The agent can initiate a Make Call operation to call the customer. For
more information, refer to the Siebel .COM Applications Guide.

Integrating Siebel CTI with Siebel Business Services
Integrating Siebel CTI with Siebel Business Services 4
Siebel CTI commands and events can be integrated with Siebel business services.
Business services represent functionality that is encapsulated in a named service,
for which methods can be called. Siebel applications running on all client types
support Siebel business services.
For more information about working with business services, refer to the Siebel
Object Interfaces Reference, the Siebel Object Types Reference, and the Siebel Tools
Guide.
Siebel CTI commands are available as methods of the CTI Client business service.
For more information about the role of business services and methods in CTI
toolbar configuration, see “Configuring the CTI Toolbar” on page 4-16.
Siebel business services can be integrated with Siebel CTI in the following ways,
each of which is described in greater detail in the rest of this section:
A Siebel CTI event can invoke a business service method.

A Siebel CTI command can invoke a business service method.
A Siebel CTI command can be invoked as a method of the CTI Client service.
This can be done from an applet, a script, or another business service.
Invoking a Business Service Method from a Siebel CTI Event 4
You can create or modify an EventResponse definition in the Siebel CTI

configuration to specify a Siebel business service and method to be invoked.
To configure this, you would use the event parameters ServiceMethod and
ServiceParam to specify the name of the business service and method to invoke, and
to specify parameter names and values to pass to the business service method.
For more information about using these event parameters, see “EventResponse

In the following example, Siebel CTI invokes the method MyMethod of the business
service MyService in order to handle the event, and passes parameters to the service
method. The value of the ServiceParam.CallingDN parameter is from the OtherDN
event data field; the value of the ServiceParam.Connection parameter is from the
ConnID event data field.
Table 4-1. EventResponse: OnInsideCallReceived
UseCtxData TRUE
ServiceMethod MyService.MyMethod
ServiceParam.CallingDN {OtherDN}
ServiceParam.Connection {ConnID}
NOTE: When a business service method is invoked from an EventResponse event,

Siebel CTI searches for a key called Continue in the returning argument list. The
value for this key will be either “1” (TRUE) or “0” (FALSE). If Continue is TRUE,
event handling as specified in the EventHandler that called this EventResponse will
proceed (such as to generate a screen pop).
Invoking a Business Service Method from a Siebel CTI Command 4
You can create or modify a Command definition and a corresponding CmdData

definition in the Siebel CTI configuration to specify a Siebel business service and
method to be invoked. To do this, you would:
Use the command parameter ServiceMethod in a Command definition to specify

the name of the business service and method to invoke.
Use the command parameter ServiceParam in the corresponding CmdData

definition to specify parameter names and values to pass to the business service
method.
For more information about using these command parameters, see “Command

In the following example, Siebel CTI invokes the method MyMakeCall of the
business service MyMakeCallService, and passes parameters to the service method.
The value of the ServiceParam.PhoneNumber parameter is from the @Phone
special field; the value of the ServiceParam.AgentID parameter is from the
@AgentId special field.
No DeviceCommand parameter is included in this example, because the CTI

command is not designed to call a function on the CTI middleware.
Table 4-2. Command: MakeCallInService
Description Make Call In My Service
ServiceMethod MyMakeCallService.MyMakeCall
Order 1
Hidden TRUE
CmdData MakeCallInService
Table 4-3. CmdData: MakeCallInService
ServiceParam.PhoneNumber {@Phone}
ServiceParam.AgentID {@AgentId}
NOTE: Siebel CTI can invoke the methods of any business service, not only those,
like this example, that pertain to telephony.

Invoking a Siebel CTI Command from Outside Siebel CTI 4
Any Siebel CTI command can be invoked from outside Siebel CTI by calling the
command’s corresponding method of the CTI Client business service. This can be
done from an applet, a script, or another business service. To set this up, you would:
Create a CTI Command definition (and a corresponding CmdData definition)

that is intended to be invoked from outside of Siebel CTI
Modify or create an applet, script, or business service to invoke a particular CTI

command
Examples are provided for the CTI command and for a third-party business service
method.
Example CTI Command to Invoke a Non-Siebel Service Method

The following example shows how a CTI command can be defined that will be
called by a method of a custom business service.
Table 4-4. Command: MakeCallFrom3rdPartyService
Description Make Call from 3rd Party Service
Hidden TRUE
CmdData MakeCallFrom3rdPartyService
Table 4-5. CmdData: MakeCallFrom3rdPartyService
Param.PhoneNumber {Callee Phone Number}
Param.DisplayText {My Display Text}
The values for Callee Phone Number and My Display Text will be passed from the
third-party business service to the CTI command when the command is invoked.

A business service must be implemented that will invoke the CTI command
MakeCallFrom3rdPartyService. Siebel CTI would retrieve the values of Callee Phone
Number and My Display Text from the input parameters of the business service
method, and assign these values to the CTI command parameters PhoneNumber
and DisplayText. Siebel CTI would then invoke the device command MakeCall, with
the parameters PhoneNumber and DisplayText.
Integrating Siebel CTI with Siebel SmartScript 4
You can integrate Siebel CTI with Siebel SmartScript. For more information about
SmartScript, refer to the Siebel SmartScript Guide.
Invoking Siebel SmartScript Through Siebel CTI 4
Siebel CTI can invoke Siebel SmartScript in order to execute SmartScripts. To enable
this behavior, you define parameters for the appropriate EventResponse event,
using the CTI configuration views. If the EventResponse is executed in response to
a corresponding EventHandler event matching the call data parameters, the script
will be launched.
The following parameter and value must be added to the EventResponse event in
order to enable the link between Siebel CTI and Siebel SmartScript.
Parameter name: SmartScript.ScriptName

Parameter value: Your_script_name
Any parameters received that are prefixed with “SmartScript” will be passed to the
SmartScript that is invoked. The available parameters are:
SmartScript.ScriptName
SmartScript.ScriptId
SmartScript.LanguageCode
SmartScript.CampaignId

SmartScript.CampContactId
SmartScript.ContactId
Either ScriptName or ScriptId must be specified in order to start a specific
SmartScript. Otherwise, the agent will be prompted, through the Choose Script
dialog box, for the name of the script to run. In addition, either Siebel VB or Siebel
eScript must be invoked to set the correct focus for the applicable business
component. For more information about defining EventResponse parameters, see
“EventResponse Definitions” on page 3-35.
Example Event to Invoke SmartScript Script

The following example shows how a CTI event can be defined that will invoke a
Siebel SmartScript script.
Table 4-6. EventHandler: InboundCallReceived
DeviceCommand EventRinging
Order 1
Response OnInboundCallReceived
Table 4-7. EventResponse: OnInboundCallReceived
SmartScript.ScriptName Customer Service
Displaying CTI Parameter Data in SmartScript 4
If a SmartScript is invoked via Siebel CTI, call data parameters are also available to
be passed to SmartScript. These parameters, which have the same names in
SmartScript as in the CTI configuration data, can be accessed through either Siebel
VB or Siebel eScript by using the GetCTIParameter function against the SmartScript
object. The parameters can be included among the variables displayed in the
SmartScript dashboard by using the prefix CTI—for example, [CTI.ANI].
For details, refer to the section on dashboard variables and programming in the
Siebel SmartScript Guide.

Configuring the CTI Toolbar, CTI Menu, and Shortcut Menu
Configuring the CTI Toolbar, CTI Menu, and Shortcut

Menu 4
This section describes how the CTI toolbar, the CTI menu, and the shortcut menu
are configured.
Configuring the CTI Toolbar 4
This section describes the CTI toolbar, explains how the toolbar buttons are related
to CTI commands defined for the CTI configuration, and provides instructions and
guidelines for modifying the CTI toolbar.
CTI Toolbar and Toolbar Buttons

The CTI toolbar is defined and configured within Siebel Tools, like other toolbars in
the Siebel applications. Its behavior is also subject to the CTI commands defined in
your CTI configuration. For more information about configuring toolbar, toolbar
item, and command object definitions, refer to the Siebel Tools Guide and the Siebel
Object Types Reference.
NOTE: Generally, it is best not to make changes in Siebel Tools unless strictly
necessary. Doing so requires that Siebel repository files be distributed to all Siebel
dedicated clients and Application Object Managers supporting thin clients.
Table 4-8 on page 4-17 lists the CTI command buttons that are available to be
included in the CTI toolbar, indicates what CTI command each button invokes, and
indicates whether the button appears in the CTI toolbar by default.
The left column in Table 4-8 on page 4-17 represents the command name used in
Siebel Tools. The middle column represents the method associated with the
command in Siebel Tools. Most of the CTI toolbar command buttons execute
methods of the service “CTI Client”; in Siebel Tools, each identified method is in the
form service.method.

For the commands that execute CTI Client methods, the method name corresponds
to the name of a CTI command defined in the Siebel CTI configuration and stored
in the Siebel database. The CTI configurations provided out of the box by Siebel
Systems include commands with these names. For more information about CTI
commands, see “Command Definitions” on page 3-19.
Table 4-8. CTI Toolbar Buttons (Sheet 1 of 2)
CTI Command Name (in Tools) CTI Command/Method Name Default
CTI Accept Call AnswerCall Yes
CTI Busy State ChangeBusyState No

(Genesys and Aspect configurations only)
CTI Call Forwarding ForwardCall Yes
CTI Cancel Call Forwarding CancelForwardCall Yes
CTI Complete Conference ConferenceComplete Yes
CTI Complete Transfer TransferComplete Yes
CTI Conference Transfer ConferenceTransferGroupInToolbar Yes
CTI Consultative Transfer ConsultativeTransferGroupInToolbar Yes
CTI Hold Call HoldCall Yes
CTI Log In LogIn Yes
CTI Log Out LogOut Yes
CTI Make Call MakeCallGroupInToolbar Yes
CTI Mute Transfer MuteTransferGroupInToolbar Yes
CTI Not Ready State ChangeNotReadyState Yes
CTI Release Call ReleaseCall Yes
CTI Reset Current DN ResetState No
CTI Resume Call UnHoldCall Yes
CTI Retrieve Call RetrieveCall Yes
CTI SelectDN1 SelectDN1 No

(Genesys configurations only)

Table 4-8. CTI Toolbar Buttons (Sheet 2 of 2)
CTI Command Name (in Tools) CTI Command/Method Name Default




CTI Toolbar Group Commands

In the CTI configurations provided out of the box by Siebel Systems, the CTI
commands whose names end in “GroupInToolbar” are commands that may contain
several subcommands, one of which is invoked, based on the current context. The
Order value specified for each subcommand determines the sequence in which
Siebel CTI checks each subcommand to find one that matches the context.
For example, MakeCallGroupInToolbar contains several instances of the command

parameter SubCommand, each of which specifies another command, such as
MakeCallToAccount, MakeCallToContact, and so on. When the agent clicks on the
Make Call button in the CTI toolbar, one of these subcommands is invoked,
according to the current context.
If the agent is viewing a contact record, for example, Contact is the current business
component. Because this business component is specified in the command data
defined for MakeCallToContact, Siebel CTI finds a match in this command.

CTI Toolbar ToolTip Text

The ToolTips displayed when the agent points to a CTI toolbar button are derived
primarily from the CTI command definition in the CTI configuration. They may also
be obtained from the CTI driver or from the toolbar command’s object definition in
Siebel Tools. The ToolTip text is derived in this fashion:
For the CTI command (which may be a subcommand of another command) that
the toolbar button represents, the value of the command parameter Description
is used as the ToolTip text. Obtaining text from the context-appropriate
subcommand enables the ToolTip text itself to vary by context. For the
MakeCallToContact command, for example, the ToolTip text is “Make Call to
Contact”.
If the command parameter Description is not used for the CTI command that the
toolbar button represents, then any ToolTip text defined in the CTI driver will be
used. Such text may also be context-sensitive, depending on the driver
implementation.
If neither of the previous two sources provide ToolTip text, then any ToolTip text
defined in Siebel Tools for the command’s object definition will be used. Such
text cannot be context-sensitive, because only a single string is defined for the
toolbar button.
CTI drivers and CTI configurations provided by Siebel Systems provide ToolTip text;
if you use such a CTI driver, any ToolTip text defined in Siebel Tools is not used.
CTI Device Command

When an agent clicks a CTI toolbar button, the Siebel client attempts to execute a
CTI command, corresponding to the method name, from the Siebel CTI
configuration. If no matching CTI command is found, the Siebel driver attempts to
execute a CTI device command with the same name as the method. Every CTI
command executes a device command unless it consists of subcommands. See the
commands table in the relevant appendix for your CTI middleware.

Blinking Toolbar Buttons

Some CTI toolbar buttons blink, based on event occurrence. For example, when a
call is on hold, the button for Retrieve Call blinks. When a new call arrives, the
button for Accept Call blinks.
For buttons executing methods of the CTI Client service, this behavior is controlled
by the CTI driver and cannot be configured. For a button executing a method of
another business services, this behavior is controlled by that service.
Customize Dialog Box

In Table 4-8 on page 4-17, the CTI command names in the left column correspond
to the CTI toolbar button names in the Customize dialog box. End users can add
buttons to, or remove buttons from, the CTI toolbar. For more information about
end-user customization of the CTI toolbar, see “Customizing the CTI Toolbar” on
page 2-69. For information about end-user operations for the CTI toolbar, see
“Using the CTI Toolbar” on page 2-72.
Modifying Version 5.x CTI Toolbar Commands

If you are upgrading from Siebel CTI version 5.x, then the commands defined in
your CTI configuration may need to be modified in order for the CTI toolbar to work
properly.
In version 5.x, any CTI command that is associated with a CTI toolbar button
includes the parameter ToolbarCommand (set to TRUE). In version 6.0, this
parameter is no longer applicable; the name of a CTI command that is associated
with a CTI toolbar button must match the method name invoked for the toolbar
button, as defined in Siebel Tools.
As necessary, you should rename any CTI commands that use the ToolbarCommand
parameter to match the CTI toolbar commands defined in Siebel Tools, and then
remove the ToolbarCommand parameter from the CTI command definition.
Alternatively, you can rename the command as defined in Siebel Tools in order to
match the name of the CTI command, then distribute the modified repository file.
Table 4-8 on page 4-17 lists the CTI toolbar commands and identifies the method
called by each command. See the following section for more information about
scenarios for modifying the CTI toolbar.

Modifying the CTI Toolbar or Toolbar Commands

In implementing Siebel CTI, you can modify CTI toolbar functionality in several
ways. Several types of modifications may apply to your implementation that are
described below.
Modify which CTI command a CTI toolbar invokes

If you have created a CTI command in the CTI configuration and you want a CTI
toolbar button to invoke this command instead of an existing command, rename
your commands in the CTI configuration so that the new command uses the
name of the command previously associated with the toolbar button.
Renaming a command in the CTI configuration has less impact on a Siebel

upgrade effort than modifying object definitions in Siebel Tools.
Modify which business service method a CTI toolbar invokes

If you have created a custom business service and you want a CTI toolbar button
to invoke a method for this service, then you must modify the command’s object
definition in Siebel Tools to specify the new business service and method.
Modify the device command a CTI toolbar invokes

If you have created a custom CTI driver, using Adaptive CTI, to extend or replace
the functionality of a CTI driver provided by Siebel Systems, then you can reuse
the existing CTI toolbar configuration and you can reuse existing CTI command
definitions from the CTI configuration data provided by Siebel Systems.
You must have specified a different device driver (DeviceDriver parameter) in

the Siebel .cfg file in order to use the custom CTI driver. Then you also specify
the new device command in the CTI command name, in order to use the
command as defined in the CTI driver.
For more information about the DeviceDriver parameter, see “Editing the Siebel
.cfg File” on page 2-19. For more information about device commands, see
“Command Definitions” on page 3-19. For more information about Adaptive
CTI, see Chapter 6, “Writing a CTI Driver for Siebel Adaptive CTI.”

Add a new button to the CTI toolbar or add a new bitmap for an existing button
These procedures are described in the Siebel Tools Guide.
Move a CTI command button onto a different toolbar or move a command

button from another toolbar onto the CTI toolbar
In order to move a command button from one toolbar to another toolbar, you
can copy and paste the toolbar item record from one toolbar’s object definition
to the other toolbar’s object definition.
For more information about configuring the CTI toolbar in Siebel Tools, refer to the
Siebel Tools Guide.
Configuring the CTI Menu and the Shortcut Menu 4
This section describes the CTI menu and CTI-enabled context-sensitive shortcut
menu, explains how items in the CTI menu and shortcut menu relate to CTI
commands defined for the CTI configuration, and provides instructions and
guidelines for modifying the CTI menu and shortcut menu.
For information about end-user operations for the CTI menu, see “Using the CTI
Menu” on page 2-75.
CTI Menu and Shortcut Menu

The CTI menu is displayed in the Siebel client when Siebel CTI is enabled for a user.
It appears in the menu bar to the left of the Help menu. The CTI menu is configured
via the CTI commands defined in the CTI configuration.
Unlike that of the CTI toolbar, the exact content of the CTI menu varies according
to the CTI configuration you are using. There is no single default CTI menu
configuration that applies to all the CTI configurations provided by Siebel Systems.
The shortcut menu, which is accessed by clicking the right mouse button, is
generally available in the Siebel client; when Siebel CTI is enabled, CTI-related
items are added to it, according to the CTI commands defined for the CTI
configuration.

Command Parameters Affecting Items in CTI Menu and Shortcut Menu

The presence and appearance of items in the CTI menu and shortcut menu are
determined by a set of related command parameters defined for the CTI commands
that are to appear in the affected menu. For more info, see Table 3-12 on page 3-19.
Hidden. Should be set to FALSE, or omitted from the command definition, for
commands to appear in the CTI menu. Should be set to TRUE for commands that
are intended to appear in the shortcut menu or the CTI toolbar.
LocalMenu. Should be set to TRUE for commands to appear in the shortcut menu.
Title. Provides the text of the command’s menu item in the CTI menu or the
shortcut menu.
Description. Provides the text to be displayed in the status bar when the agent
points to the command’s menu item in the CTI menu or the shortcut menu.
Order. Specifies the position of the command’s menu item, in the CTI menu or
the shortcut menu, relative to the other menu items.
HotKey. Specifies the key combination that serves as a keyboard accelerator for
the command’s menu item in the CTI menu or the shortcut menu.
CTI Menu Group Commands

In the CTI configurations provided out of the box by Siebel Systems, the CTI
commands whose names end in “GroupInMenu” or “GroupInLocalMenu” are
commands that may contain several subcommands, one of which is invoked when
the menu item is chosen, based on the current context. The Order value specified
for each subcommand determines the sequence in which Siebel CTI checks each
subcommand to find one that matches the context.
The “GroupInMenu” commands are for the CTI menu, and the
“GroupInLocalMenu” commands are for the shortcut menu.
For example, MakeCallGroupInLocalMenu contains several instances of the

command parameter SubCommand, each of which specifies another command,
such as MakeCallToAccount, MakeCallToContact, and so on. When the agent
chooses the Make Call item in the shortcut menu, one of these subcommands is
invoked, according to the current context.

If the agent is viewing a contact record, for example, Contact is the current business
component. Because this business component is specified in the command data
defined for MakeCallToContact, Siebel CTI finds a match in this command.
CTI Menu Item Descriptions in the Status Bar

When an agent points to a command in the CTI menu, the status bar at the bottom
of the Siebel client displays a command description. These descriptions are derived
from the CTI command definition in the CTI configuration.
CTI Device Command

When an agent chooses a command from the CTI menu or the shortcut menu, the
Siebel client executes the corresponding CTI command from the Siebel CTI
configuration. Every CTI command executes a device command, unless it consists
of subcommands. See the commands table in the relevant appendix for your CTI
middleware.

Configuring Remote Transfers and Conferences
Configuring Remote Transfers and Conferences 4
You can configure Siebel CTI to enable agents to transfer calls and conference calls
to another call center—with attached data to support screen pops. The ability to
transfer or conference to another call center is supported only for Genesys T-Server
configurations and requires that the Genesys External Router be installed and set up
in your CTI system. Follow the additional guidelines in this section to implement
this CTI functionality.
Creating Siebel CTI Configurations 4
You must create separate CTI configurations for each call center. For example, for
call centers in San Mateo and Emeryville, create a CTI configuration called
San Mateo and a CTI configuration called Emeryville, using the CTI configuration
views in the Siebel client.
If your enterprise uses a single Siebel database, each call center’s configuration
must be present in the Siebel database.
If your enterprise uses multiple Siebel databases, such as those maintained using
Siebel Replication Manager, each call center’s regional (replicate) database must
be kept in synchronization with the headquarters (master) database. For more
information, refer to the Siebel Remote and Replication Manager Administration
Guide.
The name of each call center’s CTI configuration must match the entry for the call
center’s Genesys T-Server, as defined in the TServer.cfg file for each agent. For more
information, see “Editing the TServer.cfg File” on page 4-26.
The Driver:Server configuration parameter must be defined for each configuration;

its value must match both the name of the CTI configuration and the entry in the
TServer.cfg file for the call center’s T-Server. For more information, see “Genesys
Configuration Parameters” on page A-2.
Each configuration must define the telesets, agents, and extensions applicable to
that physical call center. All configurations must exist in the Siebel database at all
call centers. In the example, both the San Mateo and Emeryville configurations
would exist at both call centers.
Additional requirements for the CTI configurations are explained in the following
sections.

Editing the TServer.cfg File 4
For Siebel CTI implementations configured to support remote call transfers and
conferences by means of the Genesys External Router, each Siebel client machine
must have a copy of the file TServer.cfg installed in the WinNT directory.
Create or edit a copy of the file to contain entries as described here, and then
distribute it to all your Siebel CTI end users.
The exact name of each location’s CTI configuration, as defined in the All
Configurations view, must appear in brackets in the TServer.cfg file, like
[San Mateo] and [Emeryville] in our example.
Parameters following each bracketed entry specify information that includes the
host name and port number for the corresponding T-Server. For more information
about configuring the TServer.cfg file for multi-site support (for calls between call
centers), see the Genesys T-Server User’s Guide.
NOTE: All parameters in the TServer.cfg file must use lowercase letters only.
Specifying Dialing Filters 4
Each CTI configuration must contain configuration parameters specifying dialing

filters, in order to support dialing for both locations. These configuration parameters
may have names such as Dialing:Filter.Rule1, Dialing:Filter.Rule2, and so on. For
more information, see “Genesys Configuration Parameters” on page A-2.
For example, assume that the San Mateo call center is located in area code 650 and
has exclusive use of the prefix 295. Also assume that the Emeryville call center is
located in area code 510 and has exclusive use of the prefix 594. Four-digit dialing
is supported between these call centers.
With dialing filters such as those shown in the following example, phone numbers
for call transfers and call conferences initiated via Siebel CTI from either site to the
other site (or internal to one site) are converted from ten-digit numbers, as they are
stored in the Siebel database, to four-digit numbers. The four-digit numbers would
match the extensions defined in the organization’s switches and match the
extensions defined in the CTI configuration views:
Dialing:Filter.Rule1 = "650295->"
Dialing:Filter.Rule2 = "510594->"

Adding Command Parameter to Identify Remote Call Center 4
In the CTI configurations for San Mateo and Emeryville, you would add a command
parameter like one of the examples below to the CmdData definition for any
applicable commands—such as commands used for initiating a call transfer or
conference call to another call center.
The command parameter can employ one of the following two special fields in order
to obtain the desired CTI configuration name:
$RemoteConnectStr derives the name of a remote call center’s CTI configuration

from an agent’s extension number. For example:
Param.RemoteConnectStr="[$RemoteConnectStr(@Phone)]"
Param.RemoteConnectStr="{$RemoteConnectStr(Owner Phone:Lookup)}"
$RemoteConnectStr2 derives the name of a remote call center’s CTI

configuration from a field such as the agent’s employee ID. For example, where
the business object and business component are set to “Employee”, the
parameter definition uses the business component field Id to get the name of the
CTI configuration:
Param.RemoteConnectStr2="[$RemoteConnectStr2(Id)]"
For more information, see “Special Fields” on page 3-6.
Example Command
The example Command and CmdData definitions shown in Table 4-9 and
Table 4-10, in which the $RemoteConnectStr special field is employed, uses the
Owner Phone field in the Service Request business component to determine which
call center has the phone number.
In this example, the Param.RemoteConnectStr command parameter gets the

extension number for the call recipient by expanding the macro Owner
Phone:Lookup. Siebel CTI looks up which configuration has this extension and
returns the name of the call center with this extension.

Param.RemoteConnectStr will be set to the name of the configuration and passed to

the CTI driver. The CTI driver compares the value of Param.RemoteConnectStr with
values that represent call centers and determines whether to make an external call.
Table 4-9. Command: MuteTransferToSROwner
CmdData MuteTransferToSROwner
Description Mute Transfer to Service Request Owner
DeviceCommand TransferMute
Hidden TRUE
Order 2
Table 4-10. CmdData: MuteTransferToSROwner
RequiredField.'Owner Phone' ?*
Param.PhoneNumber {Owner Phone:Lookup}
AttachContext TRUE
Param.CallNotifyText Mute transfer from {@UserName} about SR {Id}...
Param.RemoteConnectStr {$RemoteConnectStr(Owner Phone:Lookup)}

(In this example, Owner Phone is a field from the
Service Request business component.)

Configuring the Siebel CTI Server 5
Call-Routing Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Call Routing and CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Installing the Siebel CTI Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Call Routing for a Genesys Configuration . . . . . . . . . . . . . . . . . . . . . . . 5-4

Flow of Call Routing for Genesys . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Customizing the Stored Procedure for Genesys . . . . . . . . . . . . . . . . . 5-5
Stored Procedure Text for Genesys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Stored Procedure Parameters for Genesys . . . . . . . . . . . . . . . . . . . . . 5-8
Call Routing for an Aspect Configuration . . . . . . . . . . . . . . . . . . . . . . 5-10

Flow of Call Routing for Aspect . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10
Customizing the Stored Procedure for Aspect . . . . . . . . . . . . . . . . . 5-11
Stored Procedure Text for Aspect . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Stored Procedure Parameters for Aspect . . . . . . . . . . . . . . . . . . . . . 5-14
Running the Siebel CTI Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15

Starting and Configuring a CTI Inbound Call Router Server Task . . . . . . . .5-16
Stopping a CTI Inbound Call Router Server Task . . . . . . . . . . . . . . . . . . .5-22

Configuring the Siebel CTI Server
Chapter Overview
Chapter Overview 5
Siebel CTI provides a Siebel Server component that facilitates the routing of
inbound calls. A Siebel Server that includes this component and performs this
function is called a Siebel CTI Server.
The call-routing server component receives notification of an incoming call and

executes a Siebel database stored procedure that passes to the CTI middleware the
extension of the agent to whom the call is to be routed.
Call-Routing Overview 5
When a call arrives at the switch, the CTI middleware is notified and passes the call
event and its event data fields to the Siebel Server’s call-routing component, the CTI
Inbound Call Router. Then a stored procedure is executed in the Siebel database,
using the inbound call’s event data fields as input parameters. These fields may
include ANI, DNIS, digits collected from an IVR system, and so on.
The stored procedure uses the event data to perform lookups in the Siebel
database—for example, finding a campaign ID based on a DNIS number, or finding
a customer ID based on ANI or IVR data. Based on these intermediate lookups and
on the business logic encapsulated in the stored procedure, the procedure ultimately
returns the extension of the call-center agent to whom the call is to be routed.
The stored procedure’s output data is returned to the CTI middleware and then sent
to the switch to put the call through to the agent’s extension. The data fields
attached to the call are also sent from the CTI middleware to the agent’s Siebel
client. Typically, the agent also receives a screen pop based on the customer data.
Siebel CTI includes the call-routing Siebel Server component and a sample stored
procedure. You must configure the server component appropriately and modify the
stored procedure to perform the database lookups and implement the business logic
that your call center requires.

Chapter Overview
Call Routing and CTI Middleware 5
Siebel CTI currently supports call routing using the Siebel CTI Server for the
following validated middleware/switch configurations only:
Genesys T-Server with any supported switch. See “Call Routing for a Genesys
Configuration” on page 5-4. The stored procedure for such a configuration is
called route_genesys.
Aspect CTI System (formerly Prospect CTI Server) with Aspect ACD System
switch. See “Call Routing for an Aspect Configuration” on page 5-10. The stored
procedure for such a configuration is called route_prospect.
Installing the Siebel CTI Server 5
The Siebel CTI Server is part of a standard Siebel Server installation. The call-
routing stored procedure is created in the Siebel database as part of a standard
Siebel database installation. Refer to the Siebel Server Installation Guide.
For details on configuring the CTI Inbound Call Router server component, see
“Running the Siebel CTI Server” on page 5-15.

Call Routing for a Genesys Configuration
Call Routing for a Genesys Configuration 5
This section describes:
The flow of events in call routing for a Genesys configuration

Customizing the stored procedure
Text of the stored procedure
Parameters for the stored procedure
Flow of Call Routing for Genesys 5
For a Siebel CTI Server implementation employing Genesys T-Server, the general
flow of events and event responses involved with call routing is as follows:
1 An incoming call arrives at the switch, which sends event notification and
attached data, such as ANI or DNIS, to the Genesys T-Server.
2 If an IVR system is integrated, the caller may input data that will also be attached
to the call in the form of CollectedDigits event data.
3 The Genesys T-Server sends an EventRouteRequest message containing the

attached data to the Siebel CTI Server—the Siebel Server that has been
configured to include the CTI Inbound Call Router server component.
4 The CTI Inbound Call Router server component executes the Genesys version of
the call-routing stored procedure in the Siebel database, with data from the event
data fields as input parameters.
5 The stored procedure performs database lookups and executes its business logic,
ultimately outputting the extension of the call center agent.
NOTE: If routing inbound calls to another call center is to be supported (using the
Genesys External Router), the stored procedure must also output the name of the
T-Server for the agent’s call center.
6 The Siebel CTI Server sends back to the Genesys T-Server an

EventRouteResponse message containing the stored procedure’s output data.

7 The Genesys T-Server sends back to the switch the EventRouteResponse

message and associated data.
If the call is being routed to another call center, the T-Server forwards the
response to the T-Server at the other call center.
8 The switch puts the call through to the agent and notifies the T-Server that the
call was routed to the agent.
9 The T-Server sends an EventRouteUsed message to the Siebel CTI Server,

indicating that the call was routed to the agent. The Siebel CTI Server writes that
information into a trace file.
10 The Genesys T-Server sends an EventRinging message, with which a screen pop
can be generated, to the Siebel client of the answering agent.
Customizing the Stored Procedure for Genesys 5
The Genesys version of the call-routing stored procedure, route_genesys, is a sample

only, for your supported database.
You must customize the stored procedure to include your business logic for
determining who should receive a call, based on the call event data. Such data may
include ANI, DNIS, digits collected from an IVR, and so on.
As written, the sample stored procedure uses IVR input (CollectedDigits) to perform
a lookup of a service request ID, then returns the extension of the agent who is the
service request owner.
NOTE: When you customize a sample call-routing stored procedure, you can modify
the procedure body, but you must use the same parameters defined in the sample.
For details, see “Stored Procedure Parameters for Genesys” on page 5-8.

Stored Procedure Text for Genesys 5
The text of the call-routing stored procedure (that is, the DDL that creates the stored
procedure in the Siebel database) is shown here, for both Microsoft SQL Server and
Oracle databases.
Microsoft SQL Server Example

This example is for a Microsoft SQL Server database:
IF exists (select o.name from sysobjects o, sysusers u

where o.name = 'route_genesys'
and o.type = 'P'
and o.uid = u.uid
and u.name = USER)
DROP PROCEDURE route_genesys
go
create procedure route_genesys

@coll_digits varchar(255),
@dn varchar(255),
@queue varchar(255),
@dnis varchar(255),
@ani varchar(255),
@customerID varchar(255),
@route_dn varchar(255) OUTPUT,
@location varchar(255) OUTPUT,
@route_type int OUTPUT
as
DECLARE @tmp_data_eVARCHAR(40)
select @tmp_data_e= NULL
IF @dnis = '800-ABCD'
BEGIN
select @location ='abcd'
END
ELSE
BEGIN
select @location ='default'
END

SELECT @tmp_data_e = substring(WORK_PH_NUM,7,4)

FROM S_SRV_REQ ssr, S_EMPLOYEE se
WHERE ssr.OWNER_EMP_ID = se.ROW_ID
and ssr.SR_NUM = @customerID
IF @tmp_data_e is null OR @@ROWCOUNT = 0
select @route_dn = '2345'
ELSE
select @route_dn = @tmp_data_e
select @route_type = 0
go
Oracle Example
This example is for an Oracle database:
create or replace procedure route_genesys(

coll_digits varchar2,
dn varchar2,
queue varchar2,
dnis varchar2,
ani varchar2,
customerID varchar2,
route_dn in out varchar2,
location in out varchar2,
route_type in out number)
as
tmp_data_e VARCHAR2(40);
begin
IF dnis = '800-ABCD' THEN
location := 'abcd';
ELSE
location := 'default';
END IF;
SELECT substr(work_ph_num,7,4) INTO tmp_data_e

FROM s_srv_req ssr, s_employee se
WHERE ssr.owner_emp_id = se.row_id
and ssr.sr_num = customerID;
route_dn := tmp_data_e;
route_type := 0;
EXCEPTION
WHEN NO_DATA_FOUND THEN
route_dn := '2345';
end route_genesys;
/

Stored Procedure Parameters for Genesys 5
Table 5-1 describes the supported parameters for the Genesys version of the call-
routing stored procedure.
Table 5-1. Stored Procedure Parameters for Genesys (Sheet 1 of 2)
Parameter Name Description
coll_digits Data that is collected from the user at the switch level (by IVR).
Parameter type: input
dn The route point that is configured to receive this route request.

queue Queue from the route request event.

dnis Dialed Number Identification Service—the number dialed by the

customer.
ani Automatic Number Identification—the customer’s number.

customerID A field from the Genesys route request event.

route_dn An output parameter representing the DN of the agent to which the call
is routed. This parameter is required if the parameter route_type is set
to 4, 5, or 10.
Parameter type: output

Table 5-1. Stored Procedure Parameters for Genesys (Sheet 2 of 2)
location If you are using external call routing with the Genesys External Router,
this parameter should return the name of the external Genesys T-Server
from the TServer.cfg file (for Windows NT) or the tserver.conf file (for
UNIX). This file is installed in the bin subdirectory of the Siebel Server
installation directory.
route_type 0 – Route type unknown.

1 – Routing is to be performed according to configuration preset by the
switch.
2 – Routing is to be performed according to the switch-specified label.
3 – Not supported.
4 – Route to the number specified in the parameter route_dn (domestic
– outside route).
5 – Route to the number specified in the parameter route_dn
(international).
6 – Reserved (not used).
7 – Reject the routing request.
10 – Route to the agent specified in the parameter route_dn.
11 – Uses priority set in the switch (other calls); specific to Lucent
Definity G3 switch.
12 – Uses priority set in the switch (agent); specific to Lucent Definity
G3 switch.

Call Routing for an Aspect Configuration
Call Routing for an Aspect Configuration 5
This section describes:
The flow of events in call routing for an Aspect configuration

Customizing the stored procedure
Text of the stored procedure
Parameters for the stored procedure
Flow of Call Routing for Aspect 5
For a Siebel CTI Server implementation employing the Aspect CTI System, the
general flow of events and event responses involved with call routing is as follows:
1 An incoming call arrives at the Aspect switch, which sends event notification
and attached data, such as ANI or DNIS, to the Aspect CTI System middleware
in the form of a Call Information Message (CIM).
2 If an IVR system is integrated, the caller may input data that will also be attached
to the call in the form of A, B, C, D, or E event data variables.
3 The Aspect CTI System sends a CIM containing the attached data to the Siebel
CTI Server—the Siebel Server that has been configured to include the CTI
Inbound Call Router server component.
4 The CTI Inbound Call Router server component executes the Aspect version of
the call-routing stored procedure in the Siebel database, with data from the event
data fields as input parameters.
5 The stored procedure performs database lookups and executes its business logic,
ultimately outputting the extension of the call center agent.
6 The Siebel CTI Server sends back to the Aspect CTI System a Call Information
Message Response (CIMR) containing the stored procedure’s output data.
7 The Aspect CTI System sends back to the Aspect switch the CIMR and associated
data.

8 The switch puts the call through to the agent and sends a Call Connect Message
(CCM) to notify the Aspect CTI System that the call was routed to the agent.
9 The Aspect CTI System also sends a CCM, with which a screen pop can be
generated, to the Siebel client of the answering agent.
Customizing the Stored Procedure for Aspect 5
The Aspect version of the call-routing stored procedure, route_prospect, is a sample

only, for your supported database.
You must customize the stored procedure to include your business logic for
determining who should receive a call, based on the call event data. Such data may
include ANI, DNIS, digits collected from an IVR, and so on.
As written, the sample stored procedure uses IVR input (variables A through E) to
perform a lookup of a service request ID, then returns the extension of the agent
who is the service request owner.
NOTE: When you customize a sample call-routing stored procedure, you can modify
the procedure body, but you must use the same parameters defined in the sample.
For details, see “Stored Procedure Parameters for Aspect” on page 5-14.
Stored Procedure Text for Aspect 5
The text of the call-routing stored procedure (that is, the DDL that creates the stored
procedure in the Siebel database) is shown here, for both Microsoft SQL Server and
Oracle databases.

Microsoft SQL Server Example

This example is for a Microsoft SQL Server database:
IF exists (select o.name from sysobjects o, sysusers u

where o.name = 'route_prospect'
and o.type = 'P'
and o.uid = u.uid
and u.name = USER)
DROP PROCEDURE route_prospect
go
CREATE PROCEDURE route_prospect

@ani VARCHAR(255),
@dnis VARCHAR(255),
@subtype VARCHAR(255),
@data_a VARCHAR(255) OUTPUT,
@data_b VARCHAR(255) OUTPUT,
@data_c VARCHAR(255) OUTPUT,
@data_d VARCHAR(255) OUTPUT,
@data_e VARCHAR(255) OUTPUT,
@cct int OUTPUT,
@response char OUTPUT
AS
DECLARE @tmp_data_eVARCHAR(40)
select @tmp_data_e= NULL
IF @data_a = '100'
BEGIN
select @response ='N'
END
ELSE
BEGIN
select @response='A'
END
select @data_a = 'A'

select @data_b = 'LA'
select @data_c = 'UNIX'
select @data_d = 'D'
select @cct = 5
SELECT @tmp_data_e = substring(WORK_PH_NUM,7,4)

FROM S_SRV_REQ ssr, S_EMPLOYEE se
WHERE ssr.OWNER_EMP_ID = se.ROW_ID
and ssr.SR_NUM = @data_e

IF @tmp_data_e is null OR @@ROWCOUNT = 0

select @data_e = @response
ELSE
select @data_e = @tmp_data_e
go
Oracle Example
This example is for an Oracle database:
CREATE OR REPLACE PROCEDURE route_prospect (

ani VARCHAR2,
dnis VARCHAR2,
subtype VARCHAR2,
data_a IN OUT VARCHAR2,
data_b IN OUT VARCHAR2,
data_c IN OUT VARCHAR2,
data_d IN OUT VARCHAR2,
data_e IN OUT VARCHAR2,
cct IN OUT number,
response IN OUT char) AS
tmp_data_e VARCHAR2(40);
BEGIN
IF data_a = '100' THEN
response:='N';
ELSE
response:='A';
END IF;
data_a := 'A';
data_b := 'LA';
data_c := 'UNIX';
data_d := 'D';
cct := 5;
SELECT substr(work_ph_num,7,4) INTO tmp_data_e

FROM s_srv_req ssr, s_employee se
WHERE ssr.owner_emp_id = se.row_id
and ssr.sr_num = data_e;
data_e := tmp_data_e;
EXCEPTION
WHEN NO_DATA_FOUND THEN
data_e := response;
END route_prospect;
/

Stored Procedure Parameters for Aspect 5
Table 5-2 describes the supported parameters for the Aspect version of the call-
routing stored procedure.
Table 5-2. Stored Procedure Parameters for Aspect
Parameter
Name Description
ani Automatic Number Identification—the customer’s number.

dnis Dialed Number Identification Service—the number dialed by the customer.

subtype Subtype specified in the CIM request.

data_a Data in variable A. Contains the information sent by the switch. You can set this value for the
CIMR.
Parameter type: input/output
data_b Data in variable B. Contains the information sent by the switch. You can set this value for the
CIMR.
data_c Data in variable C. Contains the information sent by the switch. You can set this value for the
CIMR.
data_d Data in variable D. Contains the information sent by the switch. You can set this value for the
CIMR.
data_e Data in variable E. Contains the information sent by the switch. You can set this value for the
CIMR.
cct CCT number that has to be used in the CIMR.

response Response type:

A – Acknowledge
N – Reject the CIM
Running the Siebel CTI Server
Running the Siebel CTI Server 5
This section describes the two parts of running the Siebel CTI Server:
Starting and configuring a CTI Inbound Call Router server task

Stopping a CTI Inbound Call Router server task
A CTI Inbound Call Router task must be running in order to route calls. You use the
Siebel Server Manager, in either GUI or command-line mode, to start the Siebel CTI
Server—that is, to start and configure a server task for the CTI Inbound Call Router
server component. You can also stop a CTI Inbound Call Router server task.
This section describes using the GUI version of the Siebel Server Manager, which is
available to system administrators in the Siebel client. For more information about
working with Siebel Server tasks and about using the Siebel Server Manager, refer
to the Siebel Server Administration Guide.

Starting and Configuring a CTI Inbound Call Router Server Task 5
In order to start and configure a CTI Inbound Call Router task, follow the steps
described in this section.
To start and configure a CTI Inbound Call Router task

1 Start the Siebel client, logging onto the database as the Siebel administrator.

2 Choose Screens Server Administration Servers Server Tasks to display
the Siebel Server Tasks view.

3 In the Server Tasks list applet, click New to begin generating a server task for the
CTI Inbound Call Router component and to create a new CTI Inbound Call
Router task record in the Server Tasks list applet.
4 In the new record, click the Component field to display the field’s picklist.
The Pick Assigned Component dialog box is displayed.
5 In the dialog box, select CTI Inbound Call Router, then click Pick to choose this
component.
In the Server Tasks list applet of the Siebel Server Tasks view, note that new
values are filled in for the new record for the CTI Inbound Call Router task.

6 In the Server Tasks list applet, click Parameters to specify parameters for the CTI
Inbound Call Router task.
The Parameter Overrides dialog box is displayed.

7 Enter any needed values for the six parameters listed in this step, then click
Close.
Parameters for a CTI Inbound Call Router task include:
Application Name for TServer. A name for the CTI Inbound Call Router server
task, as registered with the Genesys T-Server. (This parameter is used only
for configurations using Genesys T-Server.) For reporting purposes, you
should provide a unique name for each CTI Inbound Call Router task you
start—for example, CTIROUTE1, CTIROUTE2, and so on.
Middleware Vendor Name. The name of the CTI middleware vendor. Possible
values for this release are Genesys and Prospect.

Middleware Server Hostname. The name of the machine on which the CTI
middleware server is running. For a configuration using Genesys T-Server,
this parameter should be set to the name of the T-Server, as defined in the
TServer.cfg file (for Windows NT) or tserver.conf file (for UNIX). This file is
installed in the bin subdirectory of the Siebel Server installation directory.
NOTE: All parameters in the TServer.cfg or tserver.conf file must use

lowercase letters only.
Middleware Server Port. The port number to connect to on the machine on

which the CTI middleware server is running.
Route Teleset Number. The route point number for the CTI middleware. The
CTI Inbound Call Router task will listen on the specified route point. (This
parameter is used only for configurations using Genesys T-Server.)
If this parameter is set to 0 (zero), the CTI Inbound Call Router task will
listen on all DNs (including VDNs and CDNs) for the T-Server.
If this parameter is set to another number, the CTI Inbound Call Router
task will listen on all DNs (including VDNs and CDNs) for that route
point.
NOTE: If you need to listen on multiple route points, but do not want to listen
on all DNs for the T-Server, then you must start multiple instances of the CTI
Inbound Call Router task—one for each route point on which to listen.
Switch Vendor Name. The name of the call-center switch where the inbound
calls arrive. Possible values for this release are Lucent, Meridian, Aspect,
Rockwell, and Siemens.
NOTE: The value for the Middleware Server Port parameter must be an
integer. Values for all the other parameters must be character strings no more
than 50 characters in length.

8 Click Start to start the CTI Inbound Call Router task.

The task status will be Starting up, and then it will change to Running.

Stopping a CTI Inbound Call Router Server Task 5
If you need to stop a CTI Inbound Call Router server task, follow the steps described
in this section. When a CTI Inbound Call Router task has been stopped, its status
will be Completed. If you require another CTI Inbound Call Router task, you must
start a new one.
To stop a CTI Inbound Call Router task

1 In the Server Tasks list applet in the Siebel Server Tasks view, click the record
for the CTI Inbound Call Router task you want to stop.
2 Click Stop to stop the selected task.
NOTE: A CTI Inbound Call Router task cannot be paused.

Writing a CTI Driver for Siebel Adaptive CTI 6
Required Skills for an Adaptive CTI Developer . . . . . . . . . . . . . . . . . 6-2
Adaptive CTI Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

CTI Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
Commands and Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
COM Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Asynchronous Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Adaptive CTI Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
Adaptive CTI Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8

Example for ISTDriver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Example for ISTService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-10
Example Utility for VARIANT Lookups . . . . . . . . . . . . . . . . . . . . . . 6-12

Writing a CTI Driver for Siebel Adaptive CTI
Chapter Overview
Chapter Overview 6
This chapter provides developer guidelines and examples for writing a CTI driver
using the Siebel Adaptive CTI application programming interface.
For a reference regarding the methods, data types, and constants for the Siebel
Adaptive CTI API, see Appendix D, “Siebel Adaptive CTI API Reference.”
Required Skills for an Adaptive CTI Developer 6
In order to develop an interface to Adaptive CTI, it is recommended that you

understand:
The Siebel product from an end-user standpoint and from a development

standpoint
CTI concepts and event-handling model

Microsoft technologies and the Microsoft object set of development tools: COM,
Visual Basic, C++
NOTE: Siebel Expert Services may be engaged to provide guidance and support in
the development of custom CTI drivers via Adaptive CTI. Custom CTI drivers are to
be supported and maintained by their originators. Siebel Systems is not liable in any
way for custom CTI drivers.

Adaptive CTI Design
Adaptive CTI Design 6
Siebel Adaptive CTI is a programmable software layer between Siebel applications

and the CTI middleware.
The Adaptive CTI layer has two main parts:
The CTI driver manager, which is provided by Siebel Systems as part of the
Siebel client (provided that your company has licensed the Siebel CTI module)
The CTI driver, through which all communications pass between the CTI driver
manager and the CTI middleware
CTI Drivers 6
CTI drivers can be provided by Siebel Systems or developed by others:
Siebel provides CTI drivers for use with Genesys T-Server, Aspect CTI System,
and Dialogic CT-Connect. For configuration parameter, command, and event
details for each configuration that is supported out of the box, refer to the
relevant appendix.
Siebel customers and CTI middleware or switch vendors can use Adaptive CTI
to write custom CTI drivers to support other middleware/switch configurations.
To find out about CTI drivers created by other vendors, refer to the Alliances &
Resellers page on the Siebel web site, http://www.siebel.com.

Adaptive CTI Design
Commands and Events 6
Adaptive CTI is based on the concept of CTI commands and events.
A command is a feature of the CTI driver that can execute a particular switch
function. Usually, the command, such as a request from the Siebel client to make
a call, is executed with parameters whose values contain associated data such
as the number to call. The CTI driver passes the command and associated data
to the CTI middleware for execution.
An event is a notification of a telephony occurrence that the Siebel client receives

from the CTI driver along with some data fields—such as notification of an
incoming call, with associated data such as the caller’s telephone number (ANI).
For a simplified illustration of data flow associated with commands and events,
see Figure 1-2 on page 1-13. For an overview of the elements of a CTI
configuration, see Figure 2-1 on page 2-23.
Because a CTI driver sends commands to the CTI middleware, you must write the
CTI driver to send commands in a form that the CTI middleware can understand.
Likewise, because the CTI driver sends events from the CTI middleware to the
Siebel client, you must write the CTI driver to send events in a form that the CTI-
enabled Siebel client can understand.
Once you have written a CTI driver, you configure Siebel CTI as described in
Chapter 2, “Configuring Siebel CTI,” and Chapter 3, “Working with CTI Commands
and Events.”
Commands and events you define in the CTI configuration views must be based on
what the CTI middleware and switch support. Commands, command parameters,
events, and event data fields will vary among CTI drivers, just as they vary among
middleware or switch providers.
You can retrieve Siebel CTI configuration parameter values from the Siebel
database. Storing the parameters you need in the Siebel database enables the CTI
administrator to set parameter values appropriately for your CTI driver.
In addition, you must write the driver to support the configuration parameters you
require. If you have created a custom CTI driver, you must create all the
configuration parameters in the CTI configuration views and assign values to them.
The CTI driver and the CTI configuration work together to implement the desired
CTI behavior for the Siebel application.

Adaptive CTI Design
COM Architecture 6
The Adaptive CTI interface is based on the Microsoft COM standard, because this
standard supports:
Multiple languages (Visual Basic, Java, C++)

Ease of callback (notifications) implementation
Transparent multithreading
Transparent distributed computing
Asynchronous Model 6
The Adaptive CTI layer is designed to be asynchronous whenever possible, so that

the entity calling the method does not have to wait for the called party to complete
the execution of the method. The CTI driver calls the methods of ISTClient
asynchronously; other driver operations are synchronous.

Adaptive CTI Design
Initialization 6
Starting the CTI-enabled Siebel client creates two COM objects for the CTI driver
implementation: ISTDriver and ISTService.
The ISTDriver Object

During initialization, the Siebel client creates the COM object for the CTI driver by
name. The COM object can be implemented in any language and must be registered
in a way that permits its creation by name.
When the end user installs the Siebel client, the DLLs for the out-of-the-box CTI
drivers (Genesys, Aspect, and Dialogic) are automatically registered. The COM
object is created on the client machine when the user starts the Siebel client.
For a custom CTI driver you create using the Adaptive CTI API, to support
middleware/switch configurations not supported out of the box by Siebel CTI:
The associated DLL must be registered on each client machine. For a custom
CTI driver, you would typically create a program that would register the
associated DLL on the client machine.
The name by which the DLL was registered must be specified as the value
for the DeviceDriver parameter in the [CTI] section of each client’s .cfg file.
See “Editing the Siebel .cfg File” on page 2-19.
The ISTService Object

After the ISTDriver object has been created, the CTI driver manager of the Siebel
client, using the ISTDriver interface, asks the ISTDriver object to provide a service
and to pass the configuration parameters specified in the Configuration Parameters
and Telesets view. The client requests only one service from the CTI driver: to
monitor an individual teleset.
In response to this request from the Siebel client, the ISTDriver object returns the
ISTService object. By calling the methods of the ISTService object, the CTI driver
manager can access the available feature set of the CTI middleware.

Adaptive CTI Design
Adaptive CTI Architecture 6
The communications flow among the elements of Adaptive CTI is shown in

Figure 6-1. As shown, the ISTDriver and ISTService objects together make up the
CTI driver, along with other program data and logic built into the CTI driver. A copy
of the CTI driver resides on each client machine.
Siebel Client
C T I D rive r M a n a g e r IS T C lie n t
C o m m a n d s/ E ve n ts/
In itia liza tio n
D a ta D a ta
CTI Driver
In itia liza tio n
IS T D rive r IS T S e rvice
C o m m a n d s/ E ve n ts/
D a ta D a ta
CTI M iddlew are
Figure 6-1. Adaptive CTI Architecture
For an overview of the entire CTI system, see Figure 1-1 on page 1-11.

Adaptive CTI Examples
Adaptive CTI Examples 6
This section contains example implementations for the ISTDriver and ISTService
objects, and for a utility that performs lookups on VARIANT-type data. These
examples are for Genesys T-Server (Genesys Desktop Toolkit OLE/COM Interface),
and are implemented using Visual Basic 5.0. The driver-creatable class name is
VBDRIVER.Driver.
For descriptions of each method in ISTDriver and ISTService, see “Methods of

ISTDriver Object” on page D-11 and “Methods of ISTService Object” on page D-13.
Example for ISTDriver 6
The following is an example implementation of ISTDriver:

VERSION 1.0 CLASS
BEGIN
MultiUse = -1 'True
END
Attribute VB_Name = "Driver"

Attribute VB_GlobalNameSpace = False
Attribute VB_Creatable = True
Attribute VB_PredeclaredId = False
Attribute VB_Exposed = True
Option Explicit
Implements STAPI.ISTDriver
Dim ServerName As String
Dim OleObject As String
Private Function ISTDriver_RequestService(ByVal Client As STAPI.ISTClient,

ByVal serviceType As Long, ByVal paramString As String, ByVal datasetParams
As Variant) As STAPI.ISTService
Dim SoftPhone As Object
Dim svc As Service
Dim DN1 As String
If serviceType <> ST_ST_PHONECONTROL Then

' Only simple phone control is supported
Exit Function
End If
Set SoftPhone = CreateObject(OleObject)

If SoftPhone Is Nothing Then
If Not Client Is Nothing Then
Client.HandleError 0, "Can't create Genesys OLE object"
End If
Exit Function
End If

If SoftPhone.Open(ServerName) <> 0 Then

Client.HandleError 0, "Can't open connection to Genesys Tserver"
End If
Exit Function
End If
If Not LookupProperty(datasetParams, "DN1", DN1) Then

DN1 = "5555"
End If
Set svc = New Service

SoftPhone.SetNotifyDispatch svc
SoftPhone.RegisterDNs 0, 1, DN1
svc.SetData Client, SoftPhone, DN1
Set ISTDriver_RequestService = svc
End Function
Private Sub ISTDriver_SetParameters(ByVal languageCode As String, ByVal

connectString As String, ByVal datasetParams As Variant)
If Not LookupProperty(datasetParams, "Server", ServerName) Then
End If
If Not LookupProperty(datasetParams, "OleObjectName", OleObject) Then
End If
End Sub
NOTE: When the CTI driver manager calls the CTI driver (the function
ISTDriver_RequestService called in the preceding example), the current user’s
primary extension (defined in the Telesets list applet of the Configuration
Parameters and Telesets view) is sent as the value for the parameter DN1 in the
datasetParams variable.

Example for ISTService 6
The following is an example implementation of ISTService. This example

implements the following commands only:
MakeCall
AnswerCall
ReleaseCall
VERSION 1.0 CLASS
BEGIN
MultiUse = -1 'True
END
Attribute VB_Name = "Service"

Attribute VB_GlobalNameSpace = False
Attribute VB_Creatable = False
Attribute VB_PredeclaredId = False
Attribute VB_Exposed = True
Option Explicit
Implements STAPI.ISTService
Dim SoftPhone As Object
Dim DN As String
Dim Client As ISTClient
Public Sub SetData(ByRef PClient As ISTClient, ByRef PSoftPhone As Object,

ByVal PDN As String)
Set Client = PClient
Set SoftPhone = PSoftPhone
DN = PDN
End Sub
Public Sub OnEvent()

If Client Is Nothing Then
While SoftPhone.NextEvent
Wend
Exit Sub
End If
While SoftPhone.NextEvent
If SoftPhone.TeleEvent = "EventError" Then
Client.HandleError 0, SoftPhone.ErrorMessage
ElseIf SoftPhone.TeleEvent = "EventRinging" Then
Client.IndicateNewCall
End If
Dim fields(4) As String

fields(0) = "ANI"
fields(1) = SoftPhone.ANI
fields(2) = "OtherDN"
fields(3) = SoftPhone.OtherDN

Client.ShowStatusText SoftPhone.TeleEvent
Client.HandleEvent SoftPhone.TeleEvent, fields, False, 0
Wend
End Sub
Private Function ISTService_GetCommandByType(ByVal commandType As Long) As String

End Function
Private Function ISTService_GetCommandDescription(ByVal name As String) As String

End Function
Private Function ISTService_GetCommandStatus(ByVal name As String) As Long

If name = "MakeCall" Then
ISTService_GetCommandStatus = ST_CF_STRPARAMSOK
ElseIf name = "ReleaseCall" Then
ISTService_GetCommandStatus = ST_CF_NOPARAMSOK
ElseIf name = "AnswerCall" Then
ISTService_GetCommandStatus = ST_CF_NOPARAMSOK
Else
ISTService_GetCommandStatus = ST_CF_DISABLED + ST_CF_NOTSUPPORTED
End If
End Function
Private Function ISTService_GetImplementationObject(ByVal key As String)

As Variant
ISTService_GetImplementationObject = SoftPhone
End Function
Private Sub ISTService_InvokeCommand(ByVal trackingID As Long, ByVal name

As String, ByVal stringParam As String, ByVal datasetParam As Variant)
Dim PhoneNumber As String
If name = "MakeCall" Then
If Not LookupProperty(datasetParam, "PhoneNumber", PhoneNumber) Then
PhoneNumber = stringParam
End If
If PhoneNumber = "" Then
Client.HandleError trackingID, "Error: Phone number parameter
required"
End If
Exit Sub
End If
SoftPhone.MakeCall 0, DN, stringParam
ElseIf name = "ReleaseCall" Then
SoftPhone.CallRelease SoftPhone.ConnID, DN
ElseIf name = "AnswerCall" Then
SoftPhone.CallAnswer SoftPhone.ConnID, DN
End If
End Sub
Private Sub ISTService_NotifyContextData(ByVal trackingID As Long, ByVal context

As String)
End Sub
Private Sub ISTService_NotifyEventHandlingFinished(ByVal trackingID As Long,

ByVal result As Long)
End Sub

Private Sub ISTService_RequestObjectInformation(ByVal trackingID As Long,

ByVal objectType As Long, ByVal objectID As String, ByVal datasetParam As Variant)
End Sub
Example Utility for VARIANT Lookups 6
The following is an example implementation of a utility that performs lookups on

VARIANT-type data. The ISTService example calls this utility.
Function LookupProperty(ByRef dataset As Variant, ByVal key As String, ByRef value
As String) As Boolean
Dim lo As Integer
Dim hi As Integer
If VarType(dataset) <> (vbArray + vbString) Then

LookupProperty = False
Exit Function
End If
lo = LBound(dataset)
hi = UBound(dataset)
While lo < hi
If dataset(lo) = key Then
value = dataset(lo + 1)
LookupProperty = True
Exit Function
End If
lo = lo + 2
Wend
LookupProperty = False
End Function

Siebel CTI and Genesys A
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Genesys Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Genesys Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-9

Genesys Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-14
Genesys Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-16

Genesys Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-17
Version 6.0 Siebel CTI Guide A-1

Siebel CTI and Genesys
Appendix Overview
Appendix Overview A
This appendix lists configuration parameters, commands, and events for

configuring a Siebel CTI environment for Genesys T-Server, version 5.1. Sample
Genesys configuration data can be found in the Siebel database or the sample
database.
For more specific information on particular parameters, commands, or events, see

documentation from Genesys, including the Genesys T-Server User’s Guide. For more
information about configuring Siebel CTI, see Chapter 2, “Configuring Siebel CTI,”
and Chapter 3, “Working with CTI Commands and Events.”
Genesys Configuration Parameters A
Table A-1 lists the supported configuration parameters for Genesys and displays
applicable default values for such a configuration. You view and modify these
configuration parameters in the Configuration Parameters and Telesets view, which
is one of the CTI administration views in the Communications Administration
screen.
Each parameter is prefaced with a keyword indicating how it will be used:
Parameters prefaced with “Driver:” are sent to the ISTDriver object when Siebel
CTI is being initialized.
Parameters prefaced with “Service:” are sent to the ISTService object after the
CTI driver object has created the CTI service object.
Parameters prefaced with “Dialing:” are used by the Siebel client to manipulate
telephone numbers for calls made, transferred, or conferenced.
Parameters prefaced with “Setting:” are used to establish global settings for
Siebel clients.
A-2 Siebel CTI Guide Version 6.0

Genesys Configuration Parameters
Table A-1. Genesys Configuration Parameters (Sheet 1 of 6)
Driver: Specifies the name of the Genesys T-Server.

Server
This name must match the corresponding entry in the user’s TServer.cfg file, if it exists.
If there is no TServer.cfg file, use the parameters Driver:ServerHost and
Driver:ServerPort instead of this parameter.
(If Driver:Server is defined, then Siebel CTI does not use Driver:ServerHost or
Driver:ServerPort.)
If you are using the Genesys External Router to support calls, transfers, and conferences
between call centers, then:
This name must also match the CTI configuration name, as defined in the All
Configurations view.
You must use this Driver:Server parameter; you cannot use Driver:ServerHost and
Driver:ServerPort instead. (Note that you also must have a TServer.cfg file.)
page 4-25.
Driver: Specifies the name of the host machine on which the Genesys T-Server is running.
ServerHost
If Driver:Server is not defined, Siebel CTI looks for Driver:ServerHost and
Driver:ServerPort. If these parameters are used, they must be used together.
Driver: Specifies the TCP/IP port number the client must use to establish a connection with the
ServerPort Genesys T-Server.
If Driver:Server is not defined, Siebel CTI looks for Driver:ServerHost and
Driver:ServerPort. If these parameters are used, they must be used together.
Driver: Specifies the name of the backup Genesys T-Server.
BackupServer
Add this parameter if a backup T-Server exists. If the Siebel client cannot connect to the
T-Server, or if the T-Server fails and Siebel CTI receives an EventServerDisconnected
event, then the Siebel client tries to connect to the backup T-Server.
If there is no TServer.cfg file in which backup T-Server information is specified, use the
parameters Driver:BackupServerHost and Driver:BackupServerPort instead of this
parameter.
(If Driver:BackupServer is defined, then Siebel CTI does not use
Driver:BackupServerHost or Driver:BackupServerPort.)

Driver: Specifies the name of the host machine on which the backup Genesys T-Server is
BackupServerHost running.
If Driver:BackupServer is not defined, Siebel CTI looks for Driver:BackupServerHost
and Driver:BackupServerPort. If these parameters are used, they must be used together.
Driver: Specifies the TCP/IP port number the client must use to establish a connection with the
BackupServerPort backup Genesys T-Server.
If Driver:BackupServer is not defined, Siebel CTI looks for Driver:BackupServerHost
and Driver:BackupServerPort. If these parameters are used, they must be used together.
Driver: Specifies the Genesys Desktop Toolkit OLE/COM Interface object name.
OleObjectName
The object is how the Siebel CTI driver communicates with the Genesys T-Server.
Because this value can change from version to version, you should specify it explicitly.
For Genesys version 5.1, set this parameter to DesktopToolkitOLE_COM.App.51.
Driver: If a filename is specified using this parameter, each Siebel client will write detailed
LogFileName information about all activity for the active call into a log file. Data for Siebel CTI and
Genesys T-Server activity is logged, including device events, commands, and command/
event data fields. This data can be useful for debugging.
For the Siebel dedicated client, the log file is located by default in the bin
subdirectory of the Siebel installation directory if the full path for the log file is not
specified.
For Siebel Thin Client for Windows, the log file is located by default on the Windows
desktop—under Windows NT, this usually corresponds to the directory
C:/WINNT/Profiles/user_name/Desktop.
A complete path can be specified along with the filename in order to write the file to a
nondefault location. For Siebel Thin Client for Windows, you should specify a location
on the users’ local machines—for example, c:\Temp\Genesys.log.
For debugging purposes, the Siebel CTI log file can be compared with the log file for the
Genesys T-Server. In each log file, log records referring to the same call would contain
the same value for the ConnID event data field.
The default value is Genesys.log.
Driver: Specifies the maximum size of the log file, in kilobytes (KB).
MaxLogKB
When the log file is full, it is emptied completely, then logging begins again.
The default value is 128 KB.

Driver: A parameter that, when set to TRUE, specifies that the particular switch you are using
Use1StepTransfer supports the OneStepTransfer function, which is equivalent to the TransferMute
command.
If the switch does not support OneStepTransfer, remove this parameter or set it to
FALSE. When it is set to FALSE, the CTI Mute Transfer toolbar button (which uses the
TransferMute command) and the equivalent CTI menu command are disabled.
Driver: Parameter that, when set to TRUE, specifies that you are using Genesys T-Server with a
IsSiemens Siemens switch. A configuration such as this requires special handling from CTI clients,
which is triggered by this parameter.
The default value is TRUE for the CTI configuration for Genesys and the Siemens Hicom
300E switch. The default value is FALSE for all other Genesys configurations.
Driver: Boolean settings that, when set to TRUE, specify whether the connected switch provides
HasKeyName programmatic support for the indicated functionality.
You can also disable a feature that is supported by the switch but that you do not want
your agents to use. If the value is FALSE, the associated feature is disabled.
For a disabled feature, an end user can use the Customize dialog box to remove the
command’s button from the CTI toolbar. Or, using Siebel Tools, an administrator can
remove the button from the repository in order to remove it for all clients.
The following capabilities can be enabled or disabled:

HasAgentBusy – Set agent state to Busy/Not Busy
HasDisconnect – Disconnect the call
HasAnswer – Answer the incoming call
HasHold – Put the call on hold
HasForward – Set call forwarding
HasAgentBusy is set to FALSE by default; all the other parameters are set to TRUE by
default.
For a list of the particular features your switch supports, refer to Genesys T-Server
documentation.

Driver: If this parameter is set to TRUE, no Siebel dedicated clients using this CTI configuration
WorkOffline will be able to connect to the Genesys T-Server. Instead, the clients will use the CTI
Simulator.
This parameter is not included by default; you must add it if you require it.
When Siebel CTI goes into production, system administrators should make sure this
parameter is deleted or set to FALSE.
Users of the Siebel dedicated client who want to use the CTI Simulator should run the
Siebel executable program with the command-line flag /CTISIM. This flag is built into
the icons for Siebel Call Center Demo, Siebel Service Demo, and Siebel eMail Response
Demo. For more information, see Appendix F, “Using the Siebel CTI Simulator.”
Driver: For any users running the CTI Simulator, this parameter specifies a number representing
NetCallPort a simulated port number, so that users can simulate an “inside call” to another teleset.
The default value is 9400.
Service: Specifies a global default work mode for all agents. These work modes are supported
AgentWorkMode for the Lucent Definity G3 switch only.
Can be set to either of the following two settings:
AgentManualIn – Specifies that, after an agent completes a call, the agent is not
available to take another call and must deselect the Not Ready State button in the
CTI toolbar to become available. The agent is available to take calls upon logging in.
AgentAutoIn – Specifies that, after an agent completes a call, the agent is available to
take another call. The agent is available to take calls upon logging in.
Two other work mode options are available. These modes, which are not suitable as
global default work modes, are as follows:
AgentAfterCallWork – Specifies that an agent has completed a call and requires
wrap-up time before taking another call. The agent is not available to take calls and
must deselect the Not Ready State button in the CTI toolbar to become available.
AgentAuxWork – Specifies, typically, that an agent is not engaged in call center
work. The agent is not available to take calls and must deselect the Not Ready State
button in the CTI toolbar to become available.
For more information, see the descriptions of the AgentWorkMode commands in
Table A-2 on page A-9.

Dialing: Specifies a set of phone-number translation rules that are invoked when the Lookup
Filter.RuleN keyword is specified in macro-expanded text in a CTI command definition. These rules
may also be invoked by using the PhoneTypeLookup keyword.
The first set of numbers are those that are searched for. If there is a match, the numbers
after the -> symbols are what the searched numbers are translated to. For example:
Filter.Rule1 = “650295->” – This filter rule takes a ten-digit telephone number from
the Siebel database and translates it into a four-digit number for an internal call to
another extension. You can use such a rule for internal calls, call transfers, or call
conferences, where the area code 650 and prefix 295 apply to the call center. Or use
such a rule for calls, transfers, or conferences to another call center, where this area
code and prefix apply to the destination call center. For details, see “Configuring
Remote Transfers and Conferences” on page 4-25.
Filter.Rule2 = “650->9” – This rule takes a ten-digit phone number from the Siebel
database and translates it into a seven-digit number for an outside call. You can use
such a rule for external calls within the same area code.
Filter.Rule3 = “->91” – This rule takes a ten-digit phone number from the Siebel
database and translates it into a ten-digit number for an outside call. You can use
such a rule for external calls to another area code.
Filter rules are checked for matches in numerical sequence. For the preceding examples:
If a telephone number matches 650295****, then Rule1 will be applied.
If it does not match this pattern, but matches 650*******, then Rule2 will be
applied.
If it does not match either pattern, then Rule3 will be applied.
The last rule in the sequence should always be defined to match any number, as shown.
For more information about the Lookup and PhoneTypeLookup keywords and about
phone-number formatting, see “Using Character-Field Macros” on page 3-12. For more
information about international telephone numbers, refer to the Siebel Applications
Setting: When an agent’s phone state is changed—for example, by the agent answering a call—
UpdatePhone the state is logged to the phone status table, which is used for administrative purposes.
StatusTable Status information is displayed in the Telephone Status Administration view. For more
information about this view, see “Working with Call-Center Status Data” on page 2-60.
In a large call center, performance problems may result if this parameter is set to TRUE.
By default, this parameter is set to TRUE.

Setting: Specifies whether or not auto-login is the global default setting for all users in the CTI
AutoLogin configuration:
If the parameter is set to TRUE, then auto-login is in effect for all users who have not
previously selected or deselected the Auto-login feature.
page 2-63, and see “Logging into CTI” on page 2-71.
Setting: Specifies whether or not Siebel CTI should apply organization-visibility rules.
MultiTenancy
If Setting:MultiTenancy is set to FALSE (the default setting in the sample
configurations), then Siebel CTI will not apply organization-visibility rules. Use this
setting if your Siebel implementation does not use the multi-tenancy (multiple
organization) feature. If the parameter is not defined, Siebel CTI assumes this
behavior as the default.
If the parameter is set to TRUE, then Siebel CTI applies organization-visibility rules.
Use this setting if your Siebel implementation uses multi-tenancy.
For more information, see “Supporting Multi-Tenancy” on page 4-5.

Genesys Commands
Genesys Commands A
Table A-2 lists and explains usage for CTI commands specific to the Siebel-provided
CTI driver for CTI middleware from Genesys.
A Yes value in the Any K/V column in Table A-2 indicates that the command allows
attachment of any user-defined key/value pair to the call. An asterisk (*) before a
parameter name means that the parameter is optional for this command. Command
parameters are described in Table A-3.
Most of the commands in Table A-2 correspond to commands defined in the CTI
configuration and are specified as the DeviceCommand in such command
definitions. They may also have a corresponding toolbar button that can be
included in the CTI toolbar. Some of the commands are used in the CTI menu. For
more information, see “Configuring the CTI Toolbar, CTI Menu, and Shortcut
Menu” on page 4-16. For descriptions of the CTI toolbar and CTI menu commands,
see the Online Help.
Table A-2. Genesys Commands (Sheet 1 of 5)
Any
Command Name K/V Parameters Description
SimulateCall Yes *CallNotifyText Simulate incoming call.

Used for configuration debugging purposes.
SelectDN1... Select Directory Number (DN)#1 (2, 3, 4, or 5) for

SelectDN5 subsequent use.
These commands can enable a user to select the
DN that will be used in other commands, such as
MakeCall.
The SelectDN commands are provided for
backward compatibility with Siebel CTI in version
4.0 of Siebel applications. It is recommended that
end users select the preferred extension/DN in the
CTI tab in the Options dialog box to keep teleset
information in sync.
AnswerCall Answer incoming call.

Genesys Commands
Any
MakeCall Yes PhoneNumber Place the outbound call.

*CallNotifyText
The CallNotifyText parameter is used only for
internal calls.
ReleaseCall Release (disconnect) current call.
ResetState Reset all internal information about current call

states for the monitored teleset.
This command resets all call-status tracking
information back to the initial state when the
agent started the Siebel client. ResetState resets all
tracking information, regardless of the actual
current status. For this reason, it should be used
only when the teleset and Siebel CTI are out of
sync and there are no current calls.
TransferMute Yes PhoneNumber Initiate a mute (blind) transfer of the caller.

*CallNotifyText
The CallNotifyText parameter conveys status
*RemoteConnectStr
information to the second agent.
The RemoteConnectStr parameter is required for
transfers to another call center. For details, see
“Configuring Remote Transfers and Conferences”
on page 4-25.
ChangeBusyState Toggle agent state between Busy and Not Busy.
ChangeNotReadyState Toggle agent state between available and not

available to receive calls from the queue.
RetrieveCall Retrieve the original call initiated using

ConferenceInit or TransferInit, after the current
call has been released using ReleaseCall.
HoldCall Put the current call on hold.

Genesys Commands
Any
UnHoldCall Remove current call from hold state.

Siebel CTI keeps a stack of calls that are on hold.
When a call is put on hold, it is placed at the top
of the stack.
When an agent clicks the Resume Call CTI toolbar
button to retrieve a call from hold, the call at the
top of the stack is retrieved. If the SHIFT key is
held down when this button is clicked, the call at
the bottom of the stack is retrieved.
ForwardCall PhoneNumber Set call forwarding.
CancelForwardCall Cancel call forwarding.
LogIn *ID Log in agent on ACD queue.

*AgentId
This command may use either the ID parameter or
*AgentPin
the AgentId, AgentPin, and ACDQueue
*ACDQueue
parameters. The Login command is used for both
automatic and manual login.
For details, see “Genesys Command Parameters”
on page A-14, and see “Logging into CTI” on
page 2-71.
LogOut Log out agent on ACD queue.
TransferInit Yes PhoneNumber Begin consultative transfer.

*CallNotifyText
The caller is put on hold, and the current agent
*RemoteConnectStr
dials another agent’s extension.
on page 4-25.

Genesys Commands
Any
TransferComplete *PhoneNumber Complete the consultative transfer.

*RemoteConnectStr
The current agent is disconnected and the caller is
connected to the agent to whom the call was
transferred.
The command parameters are required for
on page 4-25.
ConferenceInit Yes PhoneNumber Begin conference call.

*CallNotifyText
The caller is put on hold, and the current agent
*RemoteConnectStr
dials another agent’s extension.
conferences between call centers. For details, see
on page 4-25.
ConferenceComplete *PhoneNumber Complete the conference call.

*RemoteConnectStr
The caller and the agents in conference can now
talk to each other at the same time.
The command parameters are required for
conferences between call centers. For details, see
on page 4-25.

Genesys Commands
Any
AgentWorkModeN Set the agent work mode to one of four settings.

(where N = 1, 2, 3, or 4) The work modes are supported for the Lucent
Definity G3 switch only.
The four work mode commands are:
AgentWorkMode1 – Sets AgentManualIn work
mode.
AgentWorkMode2 – Sets AgentAutoIn work
mode.
AgentWorkMode3 – Sets AgentAfterCallWork
work mode.
AgentWorkMode4 – Sets AgentAuxWork work
mode.
These work mode commands can be chosen by an

agent before or after logging in. They are included
in the CTI menu by default for the Genesys/Lucent
configuration.
For more information about the work modes, see
the description of the configuration parameter
Service:AgentWorkMode in Table A-1 on
page A-3.
AttachData Call data object Attach user-defined data to the current call. This
command can be invoked from a Siebel VB or
Siebel eScript script. For example, a script in which
“callobject” has previously been defined might
include a line such as the following:
CTI.InvokeCommand "AttachData", callobject

Genesys Commands
Genesys Command Parameters A
Table A-3 lists Genesys command parameters and their usage.
Table A-3. Genesys Command Parameters (Sheet 1 of 2)
Command Parameter Description
PhoneNumber Phone number (dialing pattern).

For a call transfer or call conference to a remote call center, the value for this parameter
should be the remote extension number. For details, see “Configuring Remote Transfers
and Conferences” on page 4-25.
Dialing:FilterRule configuration parameters must be defined that filter full telephone
numbers from a database so they can be handled as extensions.
RemoteConnectStr The name of a remote call center to which a call transfer or call conference is being
made.
The value must correspond to a Siebel CTI configuration at the remote call center. For
details, see “Configuring Remote Transfers and Conferences” on page 4-25.
ID The ID parameter, used with the LogIn command in command definitions imported
from version 4.0, has the format QQQQ/AAAA-PPPP, where:
QQQQ is the ACD queue
AAAA is the agent login
PPPP is the agent password
When you upgrade from version 4.0, you import Siebel CTI command definitions from
a single .def file. Note that the LogIn command in this case would define the parameter
with data specific to one agent. If you continue to use the ID parameter in the current
version of Siebel CTI, you should have it read current agent data from the database
instead, using special fields such as @QueueId, @AgentId, and @AgentPin. For
details, see “Special Fields and Special Commands” on page 3-6.
Since version 5.0 of Siebel CTI, the LogIn command as defined in the sample CTI
configuration data for Genesys uses the AgentId, AgentPin, and ACDQueue parameters
instead of the ID parameter.
Each of the QQQQ, /AAAA, and -PPPP components of the string is optional—that is,
depending on the switch and how you have configured the LogIn command, you may
be able to skip some of them.
For a Nortel Meridian switch, QQQQ is not used. For example, the ID parameter might
be set to /1234-5678, where 1234 is the AgentId and 5678 is the AgentPin.

Genesys Commands
Table A-3. Genesys Command Parameters (Sheet 2 of 2)
ACDQueue ACD queue name.

This parameter is used with the LogIn command in the command definitions included
in the out-of-the-box configurations for Genesys.
The same data can be retrieved from the Siebel database using the special field
@QueueId. For details, see “Special Fields and Special Commands” on page 3-6.
AgentId An agent’s login name.

@AgentId. For details, see “Special Fields and Special Commands” on page 3-6.
AgentPin The password (personal identification number) for an agent’s login name.
@AgentPin. For details, see “Special Fields and Special Commands” on page 3-6.
CallNotifyText Text that will be displayed in the status line to the second agent to indicate the
incoming call (for internal call, call transfer, or call conference).

Genesys Events
Genesys Events A
Table A-4 lists and describes some of the common Genesys events that Siebel CTI
may receive. Refer to Genesys documentation for detailed information about
Genesys events.
Table A-4. Genesys Events
Event Name Description
EventError Error occurred.
EventServerDisconnected Genesys T-Server was disconnected.
EventReleased Call released.
EventRinging Incoming call detected.
EventDialing Dialing digits.
EventEstablished Call connected (“established”).
EventRetrieved Original call was retrieved.
EventConferenced Conference was completed successfully.
EventAgentLogin Agent logged into ACD.
EventAgentLogout Agent logged out from ACD.
EventAgentReady Agent state set to Ready.
EventAgentNotReady Agent state set to Not Ready.
EventAgentBusy Agent state set to Busy.
EventAgentNotBusy Agent state set to Not Busy.
EventCallForwardSet Call forwarding was set.
EventCallForwardCancel Call forwarding was canceled.
EventOffHook Phone state is off hook.
EventOnHook Phone state is on hook.
EventUserEvent User event was sent by T-Server.

Genesys Events
Genesys Event Data A
Table A-5 lists Genesys event data fields.
Table A-5. Genesys Event Data Fields (Sheet 1 of 2)
Event Field Name Field Type Description
Event Number Event code.
TeleEvent String Event name (see Table A-4).
ConnID Number Unique 32-bit call identifier used by T-Server.
ConnIDStr String Unique 64-bit connection identifier used by T-Server.
CallID Number Call ID (used internally by PBX).
AgentID Number ACD Agent ID.
ErrorMessage String Error message.
CollectedDigits String ASCII representation of the Dual-Tone Multi-Frequency (DTMF) digits

collected by the telephony device during the call (such as by an IVR system).
LastDigit String The last DTMF digit collected by the telephony device during this call.
TimeInQueue Number The time this call spent in an ACD queue, in seconds.
DNIS String ASCII representation of the Dialed Number Identification Service (DNIS)
digits for the current call.
For example, it could be the last 4 digits of the 800 number dialed by caller.
ANI String ASCII representation of the Automatic Number Identification service (ANI)
digits for the current call (Caller ID Service).
ThisDN String A Directory Number (DN) on the current switching device.

Typically, on-switch extension or ACD DN.
ThisQueue String ACD queue DN.

Available when this event was generated on behalf of the DN controlled by
queue.
ThisTrunk Number A trunk identifier corresponding to a physical trunk on the switching device.
It indicates an event was generated on behalf of a call that is on this trunk.

Genesys Events
Table A-5. Genesys Event Data Fields (Sheet 2 of 2)
OtherDN String A DN on the switching device that is handling the other end point of the call.
Typically, on-switch extension.
OtherQueue String A DN on the switching device that is handling the other end point of the call.
Typically, on-switch ACD queue.
OtherTrunk Number A trunk identifier corresponding to a physical trunk on the switching device
that is handling the other end point of the call.
ErrorCode Number Error code.
CallType Number Call type, encoded as:

0 – Unknown
1 – Internal
2 – Inbound
3 – Outbound

Siebel CTI and Aspect B
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2
Aspect Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3
Aspect Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-6

Example for ProcessKey Command . . . . . . . . . . . . . . . . . . . . . . . . . B-9
Aspect Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-10
Aspect Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-13

Aspect Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-15
Version 6.0 Siebel CTI Guide B-1

Siebel CTI and Aspect
Appendix Overview
Appendix Overview B

configuring a Siebel CTI environment for Aspect CTI System middleware (formerly
Prospect CTI Server) of version 7.0 on an Aspect ACD System switch. Sample Aspect
configuration data can be found in the Siebel database or the sample database.
For more specific information on particular parameters, commands, or events, see

documentation from Aspect. For more information about configuring Siebel CTI,
see Chapter 2, “Configuring Siebel CTI,” and Chapter 3, “Working with CTI
Commands and Events.”
B-2 Siebel CTI Guide Version 6.0

Aspect Configuration Parameters
Aspect Configuration Parameters B
Table B-1 lists the supported configuration parameters for an Aspect configuration
and displays applicable default values for such a configuration. You view and
modify these configuration parameters in the Configuration Parameters and Telesets
view, which is one of the CTI administration views in the Communications
Administration screen.
Parameters prefaced with “Driver:” are sent to the ISTDriver object when Siebel
CTI is being initialized.
Siebel clients.
Table B-1. Aspect Configuration Parameters (Sheet 1 of 3)
Driver: The machine on which the Aspect CTI System is running.

ServerHost
Example: CTISRV
Driver: The TCP/IP port number used to establish a connection with the Aspect CTI System.
ServerPort
This number must be the same parameter value specified at the time of the Aspect CTI
System installation.
The default value is 9001.
Aspect activity is logged, including device events, commands, and command/event data
fields. This data can be useful for debugging.
For the Siebel dedicated client, the log file is located by default in the bin
subdirectory of the Siebel installation directory if the full path for the log file is not
specified.

Driver: A complete path can be specified along with the filename in order to write the file to a
LogFileName nondefault location. For Siebel Thin Client for Windows, you should specify a location
on the users’ local machines—for example, c:\Temp\Aspect.log.
(continued)
Aspect middleware. In each log file, log records referring to the same call would contain
the same value for the CallID event data field.
The default value is Aspect.log.
Driver: The maximum size of the log file, in kilobytes (KB).

MaxLogKB
conferences, where the area code 650 and prefix 295 apply to the call center.
Filter rules are checked for matches in numerical sequence. For the preceding examples:
If it does not match this pattern, but matches 650*******, then Rule2 will be
applied.

Setting: When an agent’s phone state is changed—for example, by the agent answering a call—
MultiTenancy

Aspect Commands
Aspect Commands B
Table B-2 lists and explains usage for CTI commands specific to the Siebel-provided
CTI driver for CTI middleware from Aspect.
An asterisk (*) before a parameter name means that the parameter is optional for
this command. Command parameters are described in Table B-5.
Most of the commands in Table B-2 correspond to commands defined in the CTI
Table B-2. Aspect Commands (Sheet 1 of 3)
Command Name Parameters Description
PlaceCall Digits Place a call from an agent’s teleset.

RouteType
This command makes an outbound call. It also allows
*SubType
transferring a call to another agent via use of the #9 xxx dialing
*AppID
feature (where xxx is a valid 3-digit CCT number).
*CCT
*A
*B
*C
*D
*E
ProcessKey Key Perform a software action corresponding to pressing a specified

RouteType teleset key, and define subsequent actions.
*Digits
For example, in an implementation of a consultative transfer
*SubType
command, the teleset key could be the Hold key, and an
*AppID
internal extension could be dialed subsequently.
*CCT
*A What a Siebel CTI command specifying ProcessKey as the
*B device command will do depends on how the Digits,
*C RouteType, or CCT parameters are defined in the command
*D data fields and on how variables A through E are employed.
*E
Not all teleset keys are available.
For an example implementation of a consultative transfer
command, see “Example for ProcessKey Command” on
page B-9.

Aspect Commands
TransferCall CCT Transfer connected call to the specified Call Control Table
*A (CCT).
*B
*C
*D
*E
ReleaseCall *SubType Release (disconnect) the current call.
ResetState Reset all internal information about current call states for the
monitored teleset.
This command resets all call-status tracking information back
to the initial state when the agent started the Siebel client.
ResetState resets all tracking information, regardless of the
actual current status. For this reason, it should be used only
when the teleset and Siebel CTI are out of sync and there are no
current calls.
AcceptCall *SubType Answer the current ringing call.
MakePredictiveCall Digits Make an outgoing predictive call on behalf of a virtual agent.

Timeout
AnswerMode
ScreeningDelay
AmrMode
OriginationLineID
AnswerMap
AdMap
RouteType
*SubType
*AppID
*CCT
*A
*B
*C
*D
*E
SignOn AgentId Log the agent into the ACD queue.

AgentPin
*SubType

Aspect Commands
SignOff AgentId Log the agent out of the ACD queue.

*Reason
*SubType
RetrieveCall *SubType Retrieve the current call.
NotReady NotReadyKey Switch between the Ready and Idle (Not Ready) states.
The NotReadyKey command parameter defines the key the
agent uses for this action.

Aspect Commands
Example for ProcessKey Command B
The following example shows how the ProcessKey command can be used in
implementing a consultative transfer command in Siebel CTI. After processing a
key-press for the Hold teleset key, Siebel CTI places an internal call to the owner of
the current service request. The CmdData parameters for such a consultative
transfer command must be set appropriately—in this case, RouteType is set to CCT,
CCT is set to 876, variable D is set to the extension of the service request owner,
and variable E is set to the service request ID.
Table B-3. Command: ConsultativeTransferToServiceRequestOwner
DeviceCommand ProcessKey
Description Consultative Transfer to SR Owner
CmdData ConsultativeTransferToServiceRequestOwner
Hidden TRUE
Order 1
Table B-4. CmdData: ConsultativeTransferToServiceRequestOwner
RequiredField.'Owner Phone' ?*
Param.Key Hold
Param.RouteType CCT
Param.D {Owner Phone:Lookup}
Param.CCT 876
Param.E {Id}

Aspect Commands
Aspect Command Parameters B
Table B-5 lists Aspect command parameters and their usage.
Table B-5. Aspect Command Parameters (Sheet 1 of 3)
Command Parameter Possible Value Description
Key Teleset key names:

Ready Ready
Release Release
Wrapup Wrap-up
Hold Hold
Transfer Transfer
Conference Conference
OutLine1 Outside Line 1
OutLine2 Outside Line 2
InLine Inside Line
Digits A 25-byte, variable-length, numeric value that specifies the

number to be dialed.
The value can contain digits, asterisks, pound/hash signs,
commas, and spaces.
If specified RouteType is Digits, then its possible values are:
#8 CCT – For consultative transfer or conference with an agent,
agent group, or any other resource selected in the specified
CCT
#9 CCT – For blind transfer using CCT
Extension – For initiating a direct internal call to another agent
If specified RouteType is LCR, then it contains the area code for
selecting the outbound CCT.
SubType A 12-byte, variable-length, alphanumeric field that enables

applications to distinguish among different messages.
RouteType LCR Call routing method:

CCT
LCR – Place call without access code
Digits
CCT – Route call through a CCT
Digits – Use the Inside Line key to place the call
AppID Application number associated with the call.

Aspect Commands
CCT CCT # used to place the call.
A A 20-byte numeric value (0–9, #, *) for storage in the A variable of

the CCT.
B A 20-byte numeric value (0–9, #, *) for storage in the B variable of

the CCT.
C A 7-byte numeric value (0–9, #, *) for storage in the C variable of

the CCT.
D A 7-byte numeric value (0–9, #, *) for storage in the D variable of

the CCT.
E A 40-byte alphanumeric value for storage in the E variable of the

CCT.
Cannot contain a comma.
Timeout Number of seconds the Aspect switch should wait, after receiving
a ringback tone, before declaring the call unanswered.
AnswerMode Any Predictive Dialer mode to be used to screen for answering

NoModem machines.
ScreenAny
ScreenNoModem
ScreeningDelay Predictive Dialer screening delay for answering machines, in

seconds.
Reason Numeric data for agent sign-off.

The data for this parameter can be read from the Phone # field.

This parameter is used with the SignOn and SignOff commands in
the command definitions included in the out-of-the-box
configurations for Aspect.
The same data can be retrieved from the Siebel database, using the
special field @AgentId. For details, see “Special Fields and Special
Commands” on page 3-6.

Aspect Commands
AgentPin The password (personal information number) for an agent’s login

name.
This parameter is used with the SignOn command in the command
definitions included in the out-of-the-box configurations for
Aspect.
The same data can be retrieved from the Siebel database, using the
special field @AgentPin. For details, see “Special Fields and
Special Commands” on page 3-6.
NotReadyKey Release The key to be used for setting the Not Ready state.
Wrapup
AmrMode Threshold Predictive Call Answering machine-detection reporting method.

InitialVoice
FixedDelay
ToneNotMachine
ToneIsMachine
OriginationLineID Keypad numeric string (0–9, #, *) specifying the origination line

identity to be used if the outgoing trunk is Digital Private Network
Signaling System (DPNSS).
AnswerMap A 32-byte string of bits (0 or 1) that masks the ANSWER branch of

the “WAIT ANSWER CCT” step for different events when an
outbound call is dialed.
For information about particular bits, refer to the Aspect Prospect
CTI System CTI API Developer’s Reference Manual.
AdMap A 32-byte string of bits (0 or 1) that masks ringback-detection

mode for different events when an outbound call is dialed.
For information about particular bits, refer to the Aspect Prospect
CTI System CTI API Developer’s Reference Manual.

Aspect Events
Aspect Events B
Table B-6 lists and describes some of the common Aspect events that Siebel CTI
may receive. Refer to Aspect documentation for detailed information about Aspect
events.
On successful execution, each command generates a corresponding event that has

the same name as the command. For example, use this feature to generate a log
containing information on CTI command execution. For command information, see
Table B-2.
Table B-6. Aspect Events (Sheet 1 of 2)
CIM Call information message.
CCM Call connect message.
CDM Call disconnect message.
CTM Call transfer message.
CTIM Call track information message.
CTTM Call track transfer message.
PCRR Place call request response.

Also refer to the entry for the PlaceCall event.
PKRR Process key request response.
TCRR Transfer call request response.

ESRR Equipment status request response.
RCRR Release call request response.
SONRR Sign On request response.
SOFRR Sign Off request response.
QLRR Query link request response.
ACRR Answer call request response.
EMRR Event monitor request response.

Aspect Events
Table B-6. Aspect Events (Sheet 2 of 2)
MPCRR Make predictive call request response.
RRRR Reassign Resource request response.
CCRR Connect Call request response.
LINK_STATUS Link Status message.
USER_DEFINED User-defined message.
NOTICE_EVENT Notice event message.
QUEUE_EVENT Queue event message.
EQUEUE_EVENT Dequeue event message.
OFFER_EVENT Offer event message.
CONNECT_EVENT Connect event message.
TRANSFER_EVENT Transfer event message.
CONFERENCE_EVENT Conference event message.
HELD_EVENT Held event message.
RETRIEVE_EVENT Retrieve event message.
DISCONNECT_EVENT Disconnect event message.
AGENT_STATE_EVENT Agent state event message.
PlaceCall A special Aspect event created by Siebel Systems to support call

tracking.
The PlaceCall event sends back to the Siebel client user data that
the CTI driver cached when the agent placed a call (PlaceCall
command). When a Place Call Request Response (PCRR)
message is received from the switch, the driver sends the
PlaceCall event and its associated data to the Siebel client, along
with the PCRR event. The user data stored in variables A, B, C,
D, and E can be used in call tracking.
Also refer to the entry for the PCRR event.

Aspect Events
Aspect Event Data B
Table B-7 lists Aspect event data fields.
All Aspect command parameters can also be used as event data fields. For event
information, see Table B-6.
Table B-7. Aspect Event Data Fields (Sheet 1 of 5)
Event Data Field Possible Value Description
AgentGroup Agent group number.
ANI Automatic Number Identification (ANI).
AppID Application ID.
AssocTrackNode Associated tracking mode.
AssocTrackNum Associated tracking number.
AssocTrackSeq Associated tracking sequence number.
BackupLinkID Backup Data System Interlink number.
BackupVersion Backup Data System Interlink version.
CallID Call identification number.
CCNode CallCenter node number.
ConnectionNum Connection number.
ClassOfService Class of service number.
A CCT call variable A.
B CCT call variable B.
C CCT call variable C.
D CCT call variable D.
E CCT call variable E.
Destination Destination number.
DestinationTermID Destination terminal ID.

Aspect Events
DestinationType Teleset Destination type.

Station
Trunk
VirtualAgent
None
DeviceNumber Device number.
DeviceType Teleset Device type.

Station
Trunk
VirtualAgent
None
DNIS DNIS.
Equipment Equipment.
EquipmentType Teleset Equipment type.

Station
Trunk
VirtualAgent
None
Event Logon Event type.

Logoff
Idle
Available
Wrapup
Extension Extension.
GroupNumber Group number.
GroupList Group list.
GroupType AgentGroup Group type.

TrunkGroup
UserMessageID User-defined message identifier.
InternalCallID Internal call identification number.

Aspect Events
LineKey Out1 Line key.

Out2
In
Sup
Msg
Help
None
LinkID Data System Interlink number.
Message Event name from Message type.

the previous table
NewCallID New call identification number.
NewTrackNode New tracking node number.
NewTrackNum New tracking number.
NewTrackSeq New tracking sequence number.
GroupsNumber Number of groups.
OldTrackNode Old tracking node number.
OldTrackNum Old tracking number.
OldTrackSeq Old tracking sequence number.
Origination Origination number.
OriginationTermID Origination terminal ID.

OriginationType Teleset Origination type.
Station
Trunk
VirtualAgent
None
Party Party number.

Aspect Events
PartyType Teleset Party type.

Station
Trunk
VirtualAgent
None
PrimaryCallID Primary call identification number.
QueueTime Queue time.
Reason Abandoned Reason.

AbandonedQueue
AbandonedRinging
Transfer
Other
Request InNode Type of request.

TrackNNSInNode
OutNode
None
Response Success Response.

Failure
Invalid
InvalidCCT
InvalidMode
InvalidOriginator
InvalidRoute
InvalidCallID
RingTime Ring time.

SecondaryCallID Secondary call identification.
Status Vacant Status.

Idle
Available
BusyIn
BusyOut
BusyIns
BusyOther
BusyError
LinkUp
LinkDown

Aspect Events
SubType Message subtype.
TalkTime Talk time.
Team Team number.
TeamType Supervisor Team type.

None
TermReason Abandoned Termination reason.

AbandonedQueue
AbandonedRinging
Transfer
Other
TermID Terminal ID.
TrackNode Tracking node number.
TrackNum Tracking number.
TrackSeq Tracking sequence number.
Trunk Trunk number.
UserDataLen Length of user-defined data.
Version Data System Interlink version.

Aspect Events

Siebel CTI and Dialogic C
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-2
Siebel CTI Connect Server and Client Installation . . . . . . . . . . . . . . . . .C-3

Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-3
Installing Siebel CTI Connect Server Components . . . . . . . . . . . . . . .C-3
Installing Siebel CTI Connect Client Components . . . . . . . . . . . . . . .C-5
Configuring and Running Siebel CTI Connect Server . . . . . . . . . . . . .C-6
Limitations with Nortel Meridian Switch . . . . . . . . . . . . . . . . . . . . .C-7
Dialogic Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-8
Dialogic Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-12

Dialogic Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . C-16
Dialogic Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-18

Dialogic Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-20
Version 6.0 Siebel CTI Guide C-1

Siebel CTI and Dialogic
Appendix Overview
Appendix Overview C

configuring a Siebel CTI environment for Dialogic CT-Connect Server version 4.0.
It also provides Siebel CTI Connect installation and configuration instructions.
Siebel CTI Connect, available from Siebel Systems, includes the following:
Dialogic CT-Connect
Dialogic Call Information Manager
Siebel CTI driver for CT-Connect
NOTE: Siebel CTI Connect is licensed as a separate module in this version of Siebel
eBusiness Applications. If you have not licensed the Siebel CTI Connect module, it
will not be enabled for use.
Sample Dialogic configuration data can be found in the Siebel database or the
sample database. For more specific information on particular parameters,
commands, or events, see documentation from Dialogic, including the CT-Connect
C Programming Guide.
For more information about configuring Siebel CTI, see Chapter 2, “Configuring
Siebel CTI,” and Chapter 3, “Working with CTI Commands and Events.”
C- 2 Siebel CTI Guide Version 6.0

Siebel CTI Connect Server and Client Installation
Siebel CTI Connect Server and Client Installation C
This section describes documentation provided for Siebel CTI Connect, and
provides information about installation and configuration of Siebel CTI Connect
client and server components. It also includes information about limitations that
apply when you are using the Nortel Meridian switch.
Additional Documentation C
In addition to the Siebel CTI Guide, Siebel CTI Connect includes the following
documentation, provided in PDF format:
Dialogic CT-Connect for Windows NT Installation and Administration Guide

(ctc_install.pdf)
Dialogic Call Information Manager User’s Guide (cim.pdf)

These Dialogic documentation files are located in the THIRDPARTY subdirectory on
the Siebel Bookshelf for Siebel eBusiness Applications CD-ROM.
For information about hardware and software requirements for using Dialogic
CT-Connect, refer to Siebel System Requirements and Supported Platforms.
Installing Siebel CTI Connect Server Components C
This section describes installing Siebel CTI Connect server components, including
Dialogic CT-Connect and Dialogic CT-Connect Call Information Manager (CIM).
Installing Dialogic CT-Connect

This section describes how to install Dialogic CT-Connect. For detailed installation
instructions, refer to the chapter “Installing the CTC Server Software” in the Dialogic
CT-Connect for Windows NT Installation and Administration Guide.

To install Dialogic CT-Connect

1 Install the Dialogic CT-Connect hardware key.
Attach the hardware key to the parallel printer port on the Siebel CTI Connect
Server machine. The hardware key must be present before the CT-Connect
Server software is started.
2 On the machine on which you will install Dialogic CT-Connect Server and
Dialogic Call Information Manager, log on as administrator.
You must have administrator privileges to install Dialogic CT-Connect Server.
3 Install the Dialogic CT-Connect Server software.

a On the Siebel Windows Server Programs CD, locate Setup.exe in the
directory \Thirdpty\enu\dialogic\ctconnect.
b Run Setup.exe.
c In the CT-Connect Installation Type dialog box, select the Custom installation
type and the default installation Destination Directory.
d In the CT-Connect Component Selection dialog box, make sure that the
following components are selected:
CT Connect Server
Windows NT/Windows 95/Windows 98 Client
Online Documentation
e In the Select Interfaces dialog box, make sure that only DCE/RPC is selected.
f In the Optional Tasks dialog box, make sure that both items are unchecked.
g In the Reboot Check dialog box, select the option to restart your computer
now.

Installing Dialogic CT-Connect Call Information Manager (CIM)

This section describes how to install the Dialogic CT-Connect Call Information
Manager (CIM) Service. For detailed installation instructions, refer to the chapter
“Installing the Call Information Manager” in the Dialogic Call Information Manager
User’s Guide.
To install Dialogic CT-Connect Call Information Manager (CIM)

1 On the Siebel Windows Server Programs CD, locate Setup.exe in the directory
\Thirdpty\enu\dialogic\cim.
2 Run Setup.exe.
NOTE: You should install the CIM Service on the server machine on which you
installed Dialogic CT-Connect Server.
3 In the User Information dialog box, enter the serial number.

The license number can be found on the Dialogic CIM license card, which is
provided by Siebel Systems with the purchase of Siebel CTI Connect.
4 In the Choose Destination Location dialog box, select the default installation
Destination Directory.
5 In the Setup Complete dialog box, select the option to restart your computer
now.
Installing Siebel CTI Connect Client Components C
This section describes installing Siebel CTI Connect client components on each
client workstation. Installation components include:
Dialogic CT-Connect client software

Dialogic CT-Connect Call Information Manager DLL

To install Dialogic CT-Connect client software

For detailed installation instructions, refer to the following chapters in the Dialogic
CT-Connect for Windows NT Installation and Administration Guide:
For Windows NT, see “Installing the CTC API on Windows NT.”
For Windows 98/95, see “Installing the CTC API on Windows 9x.”
To install the Dialogic CT-Connect Call Information Manager DLL

1 On the machine on which you installed CT-Connect and CIM Server, copy:
\Program Files\Dialogic\Cim Service\Bin\CimApi.dll
2 On each Siebel CTI Connect client workstation, paste the file as:
\winnt\system32\CimApi.dll
Configuring and Running Siebel CTI Connect Server C
This section directs you to documents containing detailed information about

configuring and running Siebel CTI Connect Server components.
Configuring and Monitoring the CT-Connect Network

For detailed instructions for configuring and monitoring the CT-Connect network,
refer to the Dialogic CT-Connect for Windows NT Installation and Administration
Guide. In particular, refer to the following chapters:
Chapter 12 describes how to use the CT-Connect configuration program to

configure, modify, and delete links between the CT-Connect Server and one or
more switches.
Chapter 13 describes how to start the CT-Connect Server software and how to
start configured links.
Chapter 14 describes how to check that the CT-Connect Server can communicate
with CT-Connect clients and a switch.
Chapter 15 describes how to use the CT-Connect Control Program and all Control
Program commands.
Chapter 16 describes CT-Connect event logging.

Configuring the CT-Connect Call Information Manager

For detailed instructions for configuring the CT-Connect Call Information Manager,
refer to the chapter “Configuring the System” in the Dialogic Call Information
Manager User’s Guide. In particular, you should:
Select “ncalrpc” as the Link Parameters Network Type from the CTC Link tab of
the CIM configuration program.
NOTE: The CIM database does not need to be configured, because Siebel
CTI Connect does not interact with the CIM database.
Add Monitored Devices and ACD Queues.

For Nortel Meridian only: add monitored CDNs.
Running the CT-Connect Call Information Manager

For detailed execution instructions for the CT-Connect Call Information Manager,
refer to the chapter “Starting the Call Information Manager” in the Dialogic Call
Information Manager User’s Guide.
In particular, you should set the CIM Service to automatic startup.
Limitations with Nortel Meridian Switch C
The following call scenarios are not supported by Siebel CTI Connect software when
you are using a Nortel Meridian switch:
When an agent initiates a consultative or conference transfer to another agent,

the CTI toolbar of the originating agent does not indicate that the active call is
on hold. The agent can retrieve the held call by clicking the Retrieve Call button
on the CTI toolbar or by using the teleset. The telephony connection with the
customer is not affected.
Call forwarding is not supported from an agent’s ACD/Position DN. The agent
must log out of the ACD before call forwarding can be enabled.
When a customer disconnects during a conference transfer, the CTI toolbar of

the originating agent does not indicate that the call has been disconnected.

Dialogic Configuration Parameters
Dialogic Configuration Parameters C
Table C-1 lists the supported configuration parameters for a Dialogic configuration
and displays applicable default values for such a configuration. You view and
modify these configuration parameters in the Configuration Parameters and Telesets
view, which is one of the CTI administration views in the Communications
Administration screen.
Parameters prefaced with “Driver:” are sent to the ISTDriver object when
Siebel CTI is being initialized.
Siebel clients.
Table C-1. Dialogic Configuration Parameters (Sheet 1 of 4)
Driver: Logical ID of the link for the switch as configured in the CT-Connect Server.
LogicalID
Example: CTCLINK.
Driver: The type of switch for your call center. Values include:
SwitchType
0 – Lucent Definity G3 switch
1 – Generic CSTA Phase II-compatible switch
2 – Nortel Meridian switch
Driver: Network communication protocol as configured in the CT-Connect Server. Possible

NetworkType values include:
ncacn_nb_nb – NetBIOS over NetBEUI
ncacn_ip_tcp – TCP/IP
ncacn_dnet_nsp – DECnet
ncacn_nb_tcp – NetBIOS over TCP/IP
ncacn_np – Named Pipes
ncacn_spx – Novell SPX
Driver: Host name of the machine on which the CT-Connect Server is running.
CTCServer

Driver: Host name of the machine on which the CIM Server is running.
CIMServer
Dialogic activity is logged, including device events, commands, and command/event
data fields. This data can be useful for debugging.
For the Siebel dedicated client, the log file is located by default in the bin subdirectory
of the Siebel installation directory if the full path for the log file is not specified.
A complete path can be specified along with the filename in order to write the file to a
nondefault location. For Siebel Thin Client for Windows, you should specify a location
on the users’ local machines—for example, c:\Temp\Ctconnect.log.
Dialogic middleware. In each log file, log records referring to the same call would contain
the same value for the RefId event data field.
The default value is Ctconnect.log.
Driver: The maximum size of the log file, in kilobytes (KB).

MaxLogKB
Driver: A debugging parameter that should be set to 0 (zero) in production systems. Do not
TraceLevel modify this parameter unless directed to do so by authorized personnel of Siebel
Systems.
Driver: A parameter that, when set to TRUE, specifies that the particular switch you are using
Use1StepTransfer supports the OneStepTransfer function, which is equivalent to the TransferMute
command.
If the switch does not support OneStepTransfer, remove this parameter or set it to FALSE.
When it is set to FALSE, the CTI Mute Transfer toolbar button (which uses the
TransferMute command) and the equivalent CTI menu command are disabled.

Driver: Boolean settings that, when set to TRUE, specify whether the connected switch provides
HasKeyName programmatic support for the indicated functionality.
You can also disable a feature that is supported by the switch but that you do not want
your agents to use. If the value is FALSE, the associated feature is disabled.
For a disabled feature, an end user can use the Customize dialog box to remove the
command’s button from the CTI toolbar. Or, using Siebel Tools, an administrator can
remove the button from the repository to remove it for all clients.
The following capabilities can be enabled or disabled:

HasAgentBusy – Set agent state to Busy/Not Busy
HasDisconnect – Disconnect the call
HasAnswer – Answer the incoming call
HasHold – Put the call on hold
HasForward – Set call forwarding
HasAgentBusy is set to FALSE by default; all the other parameters are set to TRUE by
default.
For a list of the particular features your switch supports, refer to Dialogic CT-Connect
documentation.
conferences, where the area code 650 and prefix 295 apply to the call center.
C- 1 0 Siebel CTI Guide Version 6.0

Dialing: Filter rules are checked for matches in numerical sequence. For the preceding examples:
Filter.RuleN
(continued)
If it does not match this pattern, but matches 650*******, then Rule2 will be applied.
Setting: When an agent’s phone state is changed—for example, by the agent’s answering a call—
If Setting:AutoLogin is set to FALSE (the default setting in the sample configurations),
then auto-login is disabled for all users who have not previously selected or
deselected the Auto-login feature in the Options dialog box.
MultiTenancy

Dialogic Commands
Dialogic Commands C
Table C-2 lists and explains usage for CTI commands specific to the Siebel-provided
CTI driver for CTI middleware from Dialogic.
A Yes value in the Any K/V column in Table C-2 indicates that the command allows
attachment of any user-defined key/value pair to the call. An asterisk (*) before a
parameter name means that the parameter is optional for this command. Command
parameters are described in Table C-3.
Most of the commands in Table C-2 correspond to commands defined in the CTI
Table C-2. Dialogic Commands (Sheet 1 of 4)
Any
AnswerCall Answer incoming call.
MakeCall PhoneNumber Place the outbound call.
ReleaseCall Release (disconnect) current call.
ResetState Reset all internal information about current call states

for the monitored teleset.
This command resets all call-status tracking
information back to the initial state when the agent
started the Siebel client. ResetState resets all tracking
information, regardless of the actual current status.
For this reason, it should be used only when the teleset
and Siebel CTI are out of sync and there are no current
calls.
TransferMute Yes PhoneNumber Initiate a mute (blind) transfer of the caller.

*CallNotifyText

Dialogic Commands
Any
ChangeNotReadyState Toggle agent state between being available and not

available to receive calls from the queue.
RetrieveCall Retrieve the original call initiated using ConferenceInit

or TransferInit, after the current call has been released
using ReleaseCall.
HoldCall Put the current call on hold.
UnHoldCall Remove the current call from hold state.

Siebel CTI keeps a stack of calls that are on hold.
When a call is put on hold, it is placed at the top of the
stack.
When an agent clicks the Resume Call CTI toolbar
button to retrieve a call from hold, the call at the top
of the stack is retrieved. If the SHIFT key is held down
when this button is clicked, the call at the bottom of
the stack is retrieved.
ForwardCall PhoneNumber Set call forwarding.
CancelForwardCall Cancel call forwarding.
LogIn *ID Agent login on ACD queue.

*AgentId
This command may use either the ID parameter or the
*AgentPin
AgentId, AgentPin, and ACDQueue parameters. The
*ACDQueue
Login command is used for both automatic and
manual login.
For details, see “Dialogic Command Parameters” on
page C-16, and see “Logging into CTI” on page 2-71.
LogOut ACD agent logout.
TransferInit Yes PhoneNumber Begin consultative transfer.

*CallNotifyText
The caller is put on hold, and the current agent dials
another agent’s extension.

Dialogic Commands
Any
TransferComplete Complete the consultative transfer.

The current agent is disconnected and the caller is
connected to the agent to whom the call was
transferred.
ConferenceInit Yes PhoneNumber Begin conference call.

*CallNotifyText
The caller is put on hold and the current agent dials
another agent’s extension.
ConferenceComplete Complete the conference call.

The caller and the agents in conference can now talk
to each other at the same time.
SetAgentWorkMode Set the agent work mode to one of four settings. The
work modes are supported only on the Lucent Definity
G3 switch.
The four work mode commands are:
SetAgentReady – Sets AgentReady work mode.
After each call, the agent is available to take
another call.
SetAgentNotReady – Sets AgentNotReady work
mode. After each call, the agent is not available to
take another call and must deselect the Not Ready
State button in the CTI toolbar to become
available.
SetAgentAfterCallWork – Sets AgentAfterCallWork
work mode. This means that the agent has
completed a call and requires wrap-up time before
taking another call. The agent is not available to
take calls and must deselect the Not Ready State
button in the CTI toolbar to become available.
SetAgentOtherWork – Sets AgentOtherWork work
mode. Typically, this means that the agent is not
engaged in call center work. The agent is not
available to take calls and must deselect the Not
Ready State button in the CTI toolbar to become
available.

Dialogic Commands
Any
An agent is in AgentOtherWork mode upon logging in

and must deselect the Not Ready State button in the
CTI toolbar before taking any calls. An agent can
choose work mode commands only after logging in.
The commands are included in the CTI menu by
default for the Dialogic/Lucent configuration.
AttachData Call data object Attach user-defined data to the current call. This
command can be invoked from a Siebel VB or Siebel
eScript script. For example, a script in which
“callobject” has previously been defined might include
a line such as the following:
CTI.InvokeCommand "AttachData", callobject

Dialogic Commands
Dialogic Command Parameters C
Table C-3 lists Dialogic command parameters and their usage.
Table C-3. Dialogic Command Parameters (Sheet 1 of 2)
PhoneNumber Phone number (dialing pattern).

Dialing:FilterRule configuration parameters must be defined that
filter full telephone numbers from a database so they can be
handled as extensions.
ID The ID parameter, which may be used with the LogIn command in

place of the AgentID, AgentPin, and ACDQueue parameters, has the
format QQQQ/AAAA-PPPP, where
QQQQ is the ACD queue
AAAA is the agent login
PPPP is the agent password
If the LogIn command is defined to use the ID parameter, you
should have the command read current agent data from the
database, using special fields such as @QueueId, @AgentId, and
@AgentPin. For details, see “Special Fields and Special Commands”
on page 3-6.
The LogIn command as defined in the sample CTI configuration
data uses the AgentId, AgentPin, and ACDQueue parameters instead
of the ID parameter.
Each of the QQQQ, /AAAA, and -PPPP components of the string is
optional—that is, depending on the switch and how you have
configured the LogIn command, you may be able to skip some of
them.
ACDQueue ACD queue name.

This parameter is used with the LogIn command in the command
Dialogic.
The same data can be retrieved from the Siebel database using the
special field @QueueId. For details, see “Special Fields and Special

Dialogic Commands
Table C-3. Dialogic Command Parameters (Sheet 2 of 2)

Dialogic.
special field @AgentId. For details, see “Special Fields and Special
AgentPin The password (personal identification number) for an agent’s login

name.
Dialogic.
special field @AgentPin. For details, see “Special Fields and Special
CallNotifyText Text that will be displayed in the status line to the second agent in
order to announce the incoming call (for internal call, call transfer,
or call conference).

Dialogic Events
Dialogic Events C
Table C-4 lists and describes some of the common Dialogic events that Siebel CTI
may receive. Refer to Dialogic documentation for detailed information about
Dialogic events.
Table C-4. Dialogic Events (Sheet 1 of 2)
DestSeized A call has been successfully dialed.
OpAnswered The other party answered the call from the assigned device.
TpDisconnected This party has disconnected the current call.
OpDisconnected The other party has disconnected the current call.
InboundCall A new call has arrived at the assigned device.
TpAnswered This party has answered an incoming call on the assigned device.
TpConferenced This party has included another party in a conference call.
OpConferenced Another party on the call has created a conference call.
TpRetrieved This party has retrieved a call that was either on hold or in the call-waiting queue.
OpRetrieved The other party has retrieved the held call.
Swapped This event will occur on certain switches when calls are swapped between the active
state and the held state—that is, when an agent puts the active call on hold and the
held call becomes the active call.
Diverted An incoming call on the assigned device has been diverted to another destination.
DestChanged The call from the assigned device was not answered at the original destination and has
been redirected to another destination.
Transferred The call has been transferred from another device.
Other An event has occurred. This event is not significant for basic call processing and can
be generated by a number of causes.

Dialogic Events
Table C-4. Dialogic Events (Sheet 2 of 2)
OffhookPrompt One of the following has occurred:

You have tried to place a call from an analog telephone, but you need to take the
phone off-hook for the call to continue.
The user invoked ringback, and the switch is signalling that the callback has
matured.
The switch is signaling because you kept a call on hold for too long or you have
hung up with a call on hold.
AgentLoggedOn The agent has logged in (on).
AgentLoggedOff The agent has logged out (off).
AgentModeChange The work mode for an agent has changed. Check the AgentMode field for a value that
identifies the new work mode.
BackInService The device has returned to service.
OutOfService The device is out of service.
Private Data has been sent by the switch. The type of data sent is specific to the switch
manufacturer.
CallInformation The account information or authorization information associated with a call has
changed.
Offhook A new call has been made from the assigned device.
DestBusy The destination device is busy (engaged).
DestInvalid The attempted call has failed because the destination device is incompatible. (For
example, making a call from a voice set to a data set.)
DestNotObtainable The call could not be completed, probably because the wrong number was dialed.
Error The call has failed for an unspecified reason. For more information, check the
EventQualifier field. For descriptions of event qualifiers, refer to the CT-Connect
Unavailable The device has become unavailable (out of service). This could be:
A temporary condition, because, for example, the device has remained off-hook too
long.
A more permanent condition, if the device is in maintenance.
TpSuspended This party has placed a call on hold.
OpHeld The other party has placed the call on hold.

Dialogic Events
Dialogic Event Data C
Table C-5 lists Dialogic event data fields. Whether a given event data field has
meaningful data depends on the switch.
Table C-5. Dialogic Event Data Fields (Sheet 1 of 4)
RefId Number This 32-bit field contains the call reference identifier for a particular
call.
NetCallId Number This 32-bit field returns a network call identifier.
OldRefId Number If the reference identifier for a call changes, this 32-bit field contains
the previous call reference.
OldNetCallId Number This 32-bit field returns the previous network call identifier.
State Number This 32-bit field contains a value that identifies the state of the
current call.
Event Number This 32-bit integer identifies the call event. Table C-4 shows the
possible call event values (and agent values) returned.
EventQualifier Number This 32-bit integer provides more detailed information on certain
events. For descriptions of event qualifiers, refer to the CT-Connect
Type Number This 32-bit integer identifies the type of call in progress. The call type
helps to clarify the result of the call event and state. For descriptions
of event qualifiers, refer to the CT-Connect C Programming Guide.
OtherPartyType Number This 32-bit field identifies the number for the other party as a Calling
Line ID (CLID, DN, or DNIS).
OtherPartyQualifier Number This 32-bit field provides additional information about the other
party. For more information, refer to the CT-Connect C Programming
Guide.
OtherParty String This field contains the CLID, DN, or DNIS for the other party.
OtherPartyTrunk Number This 32-bit field contains the trunk line number from the switch.
OtherPartyGroup Number This 32-bit field contains the trunk group number.
ThirdPartyType Number This 32-bit field identifies the number for the third party as a CLID,
DN, or DNIS.

Dialogic Events
ThirdPartyQualifier Number This 32-bit field provides additional information about the third
Guide.
ThirdParty String This field contains the CLID, DN, or DNIS for the third party.
ThirdPartyTrunk Number This 32-bit field contains the trunk line number from the switch.
ThirdPartyGroup Number This 32-bit field contains the trunk group number.
CalledPartyType Number This 32-bit field identifies the number for the called party as a CLID,
DN, or DNIS.
CalledPartyQualifier Number This 32-bit field provides additional information about the called
Guide.
CalledParty String This field contains the CLID, DN, or DNIS for the called party.
CalledPartyTrunk Number This 32-bit field contains the trunk line number from the switch.
CalledPartyGroup Number This 32-bit field contains the trunk group number.
ApplicationData String This field returns data that has been associated with a call (for
example, by the MakeCall command) and stored by the switch. The
data is returned as a character string.
MonitorParty String This field returns data for monitor channels. You can assign a
monitor channel to receive events for a number of devices on a single
channel.
NestedMonitorChannel String This field returns a device number that identifies the nested monitor
channel for which event information is returned. A nested monitor
channel is a monitor channel that is monitored by another monitor
channel.
AgentMode Number This 32-bit field returns the current work mode for an agent. It can
contain one of the following values:
1104 – AgentReady
1103 – AgentNotReady
1105 – AgentOtherWork
1100 – AgentAfterCallWork
1101 – AgentLogin
1102 – AgentLogout

Dialogic Events
AgentId String When the channel is assigned to a queue, this field returns the
identifier (ID)—for example, an extension number—for an agent
associated with that queue.
AgentGroup String This field contains the DN for a group (ACD group or queue).
AgentData String This field returns agent data—for example, an agent’s password.
LogicalAgent String This field returns the DN for a logical agent.
DtmfDigits String For channels assigned to route points, this field returns DTMF digits
that are collected as a call is routed.
OriginatingPartyType Number This 32-bit field identifies the originating number as a Calling Line ID
(CLID, DN, or DNIS).
OriginatingPartyQualifier Number This 32-bit field provides additional information about the originating
Guide.
OriginatingParty String This field contains the CLID, DN, or DNIS for the originating party.
OriginatingPartyTrunk Number This 32-bit field contains the trunk line number from the switch.
OriginatingPartyGroup Number This 32-bit field contains the trunk group number.
SecOldRefId Number If the reference identifier for a call changes because it has been
transferred or merged in a conference call, this 32-bit field contains
the call reference for the consultation call.
CallsQueued Number If the call is placed in a queue, this 32-bit field can return the total
number of calls in the queue.
AccountInfo String This field contains 32 bytes of free-format data.

Dialogic Events
TimeStamp String This event data field has the following format:
year/month/day/hour/minute/second/millisec/mindiff/utc
where each element of the field is defined as follows:
year – a 4-digit number
month – uses digits 1–12
day – uses digits 1–31
hour – uses digits 0–23
minute – uses digits 0–59
second – uses digits 0–59
millisec – uses digits 0–999
mindiff – Minimum differential between the current time and GMT.
A value is returned in this field for UTC time only.
utc – A nonzero value in this element of the field indicates that the
time given is UTC. If this element is empty, the time given is absolute
time.
PrivateData Number A value in this field indicates that the CT-Connect Server has received
from the switch data relating to the event. The type of data returned
is specific to individual switches.

Dialogic Events

Siebel Adaptive CTI API Reference D
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2
COM Objects for Adaptive CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2
API Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3

Data Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3
Constants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3
Methods of ISTClient Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-8
Methods of ISTDriver Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-11
Methods of ISTService Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-13
Version 6.0 Siebel CTI Guide D-1

Siebel Adaptive CTI API Reference
Appendix Overview
Appendix Overview D
This appendix provides a reference for the methods supported by the Adaptive CTI
application programming interface. Siebel Adaptive CTI is a programmable software
layer between Siebel applications and the CTI middleware.
For guidelines and examples for developing a CTI driver using Siebel Adaptive CTI,
see Chapter 6, “Writing a CTI Driver for Siebel Adaptive CTI.” For an illustration of
the relationships between the various parts of the Adaptive CTI layer, see Figure 6-1
on page 6-7.
COM Objects for Adaptive CTI D
The Adaptive CTI layer includes a set of constants and the three COM objects
described in the following paragraphs. The syntax with which each Adaptive CTI
method is expressed is that of the Object Description Language (ODL). In the object
names below, IST stands for “interface for Siebel telephony.” For more information
about these objects, see “Adaptive CTI Architecture” on page 6-7.
ISTClient. The COM object that provides methods called by the CTI driver for the
Siebel client. Siebel has implemented the ISTClient object and its methods. For
descriptions of the ISTClient methods, see “Methods of ISTClient Object” on
page D-8.
ISTDriver. The COM object that the CTI driver manager creates when initializing
CTI. The ISTDriver object then creates the ISTService object, from which the CTI
driver manager then requests services. Customers writing their own CTI drivers
must implement the ISTDriver object and its methods. For descriptions of the
ISTDriver methods, see “Methods of ISTDriver Object” on page D-11.
ISTService. The COM object that represents the capabilities of the CTI driver,
such as teleset control service. The CTI driver manager in the Siebel client calls
methods provided by the ISTService object in order to perform actual telephony
functions. Customers writing their own CTI drivers must implement the
ISTService object and its methods. For descriptions of the ISTService methods,
see “Methods of ISTService Object” on page D-13.
D-2 Siebel CTI Guide Version 6.0

API Reference
API Reference D
This section describes the data types and constants used by Adaptive CTI and
describes the methods for the ISTClient, ISTDriver, and ISTService objects.
Data Types D
The most complex data type in Adaptive CTI is a set of named strings (key/value
pairs) that can be passed back and forth as parameter values. The VARIANT type
that is used to hold that structure is an array of strings, where each pair of
sequential members of the array represents a name and a corresponding value; for
example, a configuration parameter’s name and value. The official VARIANT data
type is VT_ARRAY | VT_BSTR.
For an example implementation of a utility that performs a lookup in VARIANT

data, see “Example Utility for VARIANT Lookups” on page 6-12.
Constants D
Each of the following elements enumerates one or more constants. The VARIANT
data type is used to store values for all fields when information about objects is
passed back and forth between the Siebel client (CTI driver manager) and the CTI
driver.
For example, object information is passed in this manner when the CTI driver
manager calls the ISTService method RequestObjectInformation, or when the CTI
driver calls the ISTClient method UpdateObjectInformation. See
“RequestObjectInformation” on page D-15 and “UpdateObjectInformation” on
page D-11.
Some constants, for example STObjectType, are represented in string format. For
more information, see “STObjectType” on page D-6.

API Reference
STCommandFlag
CTI commands have dynamic or run-time status, consisting of the bit-flags
enumerated by STCommandFlag. Zero or more bit-flags can apply to a given
command at any given time. The CTI driver manager can call the ISTService method
GetCommandStatus to retrieve the run-time status of a given command. See
“GetCommandStatus” on page D-13.
enum STCommandFlag
{
ST_CF_NOTSUPPORTED = 1,
ST_CF_DISABLED = 2,
ST_CF_CHECKED = 4,
ST_CF_BLINKING = 8,
ST_CF_NOPARAMSOK = 16,
ST_CF_STRPARAMSOK = 32
};
Each bit-flag that can be associated with a command is described in the following
paragraphs:
ST_CF_NOTSUPPORTED – The command is not supported.

ST_CF_DISABLED – The command is supported, but is disabled at this time.
ST_CF_CHECKED – The command is in a “checked” state—for example, when
an agent is in Not Ready mode, the command to set the Not Ready state will be
checked. This flag can be used to specify a toggle state for commands in the CTI
menu.
ST_CF_BLINKING – Blinking is enabled for CTI toolbar buttons, such as those

for the Answer Call and Resume Call commands. With Answer Call, for example,
when a call comes in for an agent, the CTI driver manager would call
GetCommandStatus for the command. This flag would be returned in order to
make the button blink.

API Reference
ST_CF_NOPARAMSOK – The command doesn’t require any parameters to

execute. For example, the commands for releasing a call, toggling the Not Ready
state, and toggling the Busy state do not require parameters.
ST_CF_STRPARAMSOK – The command can be executed by providing a single

unnamed string parameter (no named parameter is provided). The command for
placing a call, for example, requires only a single parameter. Such commands are
invoked when the user types something in the Phone # field in the CTI toolbar—
such as an extension number or a login ID—and clicks the command’s button.
STServiceType
The CTI driver manager can ask the CTI driver to provide different service types,
such as teleset control or call routing.
NOTE: Teleset control is the only service type implemented in Siebel Adaptive CTI.
enum STServiceType
{
ST_ST_PHONECONTROL = 1,
ST_ST_CALLROUTING = 2
};
STCommandType
Determines the special-purpose commands that are exposed by the CTI driver when
the CTI driver manager calls the ISTService method GetCommandByType.
The first two special-purpose commands pertain to logging into and out of the
switch. GetCommandByType is called when Auto-login is in effect for the user. The
third special-purpose command supports make-call commands. For more
information, see “Logging into CTI” on page 2-71. See also “GetCommandByType”
on page D-14.
enum STCommandType
{
ST_CT_LOGIN = 1,
ST_CT_LOGOUT = 2,
ST_CT_MAKECALL = 3
};

API Reference
STObjectType
CTI objects that can be monitored. The CTI driver manager can request that a
particular object be monitored by calling the ISTService method
RequestObjectInformation. See “RequestObjectInformation” on page D-15.
Properties of individual objects to be monitored are described in
“STObjectProperty” on page D-7.
enum STObjectType
{
ST_OB_LINK = 1,
ST_OB_SWITCH = 2,
ST_OB_QUEUE = 3,
ST_OB_TELESET = 4,
ST_OB_DN = 5,
ST_OB_AGENT = 6,
ST_OB_CALL = 7
};
NOTE: DNs (ST_OB_DN) and telesets (ST_OB_TELESET) are the only object types
that can be monitored in Siebel Adaptive CTI.
Each object type is described in the following paragraphs:
ST_OB_LINK – The command monitors the CTI middleware’s connection to the

switch.
ST_OB_SWITCH – The command monitors the status of the switch.

ST_OB_QUEUE – The command monitors a particular ACD queue.
ST_OB_TELESET – The command monitors a particular teleset.
ST_OB_DN – The command monitors a particular DN (extension).
ST_OB_AGENT – The command monitors a particular agent.
ST_OB_CALL – The command monitors a particular call.

API Reference
STObjectProperty
Properties of monitored CTI objects. The CTI driver manager can request that a
particular object be monitored by calling the ISTService method
RequestObjectInformation. See “RequestObjectInformation” on page D-15. Object
types are described in “STObjectType” on page D-6.
enum STObjectProperty
{
ST_OP_ONOFF = 1,
ST_OP_AGENTID = 2,
ST_OP_ISTALKING = 3,
ST_OP_ISNOTREADY = 4,
ST_OP_ISBUSY = 5,
ST_OP_TALKINGSINCE = 6,
ST_OP_DESCRIPTION = 7,
ST_OP_CALLERS = 8,
ST_OP_TIMEINQUEUE = 9,
ST_OP_CALLID = 10,
ST_OP_CALL_DISCONNECT = 11
};
NOTE: The ST_OP_CALLERS property is not used in Siebel Adaptive CTI.
Each object property is described in the following paragraphs:
ST_OP_ONOFF – A Boolean value indicating whether teleset control is on or off.

ST_OP_AGENTID – The ID number of an agent, for an agent or DN that is being
monitored.
ST_OP_ISTALKING – A Boolean value indicating whether an agent has a

current call, for an agent or DN that is being monitored.
ST_OP_ISNOTREADY – A Boolean value indicating whether an agent has set the

Not Ready state, for an agent or DN that is being monitored.
ST_OP_ISBUSY – A Boolean value indicating whether an agent has set the Busy
state, for an agent or DN that is being monitored.
ST_OP_TALKINGSINCE – A string representing the time that an agent took a

call, for an agent or for a DN that is being monitored. The time value uses the
format MM/DD/YYYY HH:MM:SS. Siebel CTI parses the value and presents it in
an appropriate format for a localized application.
ST_OP_DESCRIPTION – A string describing the object that is being monitored.

API Reference
ST_OP_CALLERS – The number of callers in a queue that is being monitored.

(This property is not used.)
ST_OP_TIMEINQUEUE – The number of seconds during which the call stayed

in the ACD queue before it was answered.
ST_OP_CALLID – The call ID for the call.

ST_OP_CALL_DISCONNECT – A Boolean value indicating whether the call has
been disconnected.
Methods of ISTClient Object D
The ISTClient object is implemented by Siebel Systems in the Siebel client. The CTI
driver calls ISTClient methods in order to communicate with the Siebel client, for
instance to send CTI events and associated data.
When a call to an ISTClient method is successful, it returns 0 (zero). HRESULT

represents the COM API result type defined by Microsoft.
HandleEvent
Handle the named event received from the CTI driver, using the given fields. By
calling this method, the CTI driver notifies the Siebel client of a CTI event, such as
a call coming in on the monitored teleset.
If notifyWhenDone is set to TRUE, then the CTI driver manager will notify the CTI
driver when event handling is finished. It does this by passing the event’s ID (using
the trackingID parameter) in a call to the ISTService method
NotifyEventHandlingFinished. See “NotifyEventHandlingFinished” on page D-15.
For an illustration of the general flow of commands and events in a Siebel CTI
implementation, see Figure 1-2 on page 1-13.
HRESULT HandleEvent(
[in] BSTR name,
[in] VARIANT fields,
[in] BOOL notifyWhenDone,
[in] long trackingID);

API Reference
ShowStatusText
Display textual status information in the status line of the Siebel client.
HRESULT ShowStatusText(
[in] BSTR text);
HandleError
Handle asynchronous errors:
If trackingID is not 0 (zero), then it contains the same value that was passed to
the ISTService method InvokeCommand that caused the error.
If trackingID is set to 0 (zero), the error occurred out of context or the error was
associated with a failed call attempt—with which no call ID data is associated.
HRESULT HandleError(
[in] long trackingID,
[in] BSTR error);
RequestContext
Request call context information. The call context contains information about
talking time, call activity objects, the current Siebel view, and so on. Call context
data is used in generating screen pops for internal calls an agent places or for calls
an agent transfers or conferences.
In response, the CTI driver manager will call the ISTService method
NotifyContextData and pass the context information back, along with the
trackingID. See “NotifyContextData” on page D-15.
HRESULT RequestContext(
[in] long trackingID);

API Reference
RestoreContext
Restore the context of the Siebel client.
For example, when a call is being held, the CTI driver could call the ISTClient
method RequestContext, to which the CTI driver manager would respond by calling
the ISTService method NotifyContextData. The CTI driver could store the context
data while the agent is on another call. When the call that was on hold is retrieved,
the CTI driver could call RestoreContext to retrieve the context data relevant to the
original call. See “RequestContext” on page D-9, and “NotifyContextData” on
page D-15.
HRESULT RestoreContext(
[in] BSTR data,
[in] BOOL flash);
CacheCommandInformation
Notify the Siebel client about command-status caching. Without such caching, the
ISTService method GetCommandStatus will be called frequently, which may affect
performance.
For the ith command in commandName, the command description is at the ith
position in commandDescriptions, and the command status is at the ith position in
commandStatuses.
HRESULT CacheCommandInformation(
[in] VARIANT commandNames,
[in] VARIANT commandDescriptions,
[in] VARIANT commandStatuses);
NOTE: The parameters commandNames and commandDescriptions have type

VT_ARRAY | VT_BSTR—meaning they use arrays of strings. The parameter
commandStatuses has type VT_ARRAY | VT_I4—meaning it uses an array of 4-byte
integers. For more information, see “Data Types” on page D-3.

API Reference
UpdateObjectInformation
Notify the Siebel client about status changes of CTI objects—for example, that an
agent has become busy. Notifications about DN status will be used by the Siebel
client to keep track of when calls end and new calls start. Typically, this method
fulfills a client request made via a call to the ISTService method
RequestObjectInformation. See “RequestObjectInformation” on page D-15. The
object status data is stored as VARIANT data in the datasetInfo parameter.
For information about object types and object properties, see “STObjectType” on
page D-6 and “STObjectProperty” on page D-7.
HRESULT UpdateObjectInformation(
[in] long objectType,
[in] BSTR objectID,
[in] VARIANT datasetInfo);
IndicateNewCall
Indicate a new incoming call by bringing the Siebel application to the front. If the
Enable Sound option in the Options dialog box is set for the end user, the
Ringin.wav or other user-specified sound file will play.
HRESULT IndicateNewCall();
Methods of ISTDriver Object D
The ISTDriver object is implemented in the CTI driver. The CTI driver manager calls
ISTDriver methods in order to request the driver to create a service object
representing the functionality of the CTI middleware integration.
When a call to an ISTDriver method is successful, it returns 0 (zero). HRESULT


API Reference
SetParameters
Initialize the CTI driver object by passing user-defined specific parameter values.
The CTI driver manager passes to the CTI driver the CTI configuration parameters
specified in the Configuration Parameters and Telesets view.
For Siebel-provided CTI drivers, all parameter data is passed from the Siebel
client (CTI driver manager) to the CTI driver as VARIANT data in the
datasetParams parameter.
For a customer-implemented CTI driver, additional data can be passed to the

ISTDriver object using the connectString variable.
To define the string that the CTI driver manager is to pass, create the
Driver:ConnectString configuration parameter in the Configuration Parameters and
Telesets view.
HRESULT SetParameters(
[in] BSTR languageCode,
[in] BSTR connectString,
[in] VARIANT datasetParams);
RequestService
Request a service by passing the service type (such as teleset monitoring), user-
defined parameters, and the pointer to the Siebel client interface. The CTI driver
object creates the service object, which in turn communicates with the Siebel client.
For Siebel-provided CTI drivers, all parameter data is passed from the CTI driver
manager to the CTI driver as VARIANT data in the datasetParams parameter.
For a customer-implemented CTI driver, additional data can be passed to the

ISTService object using the paramString variable.
To define the string that the CTI driver manager is to pass, create the
Service:ConnectString configuration parameter in the Configuration Parameters and
Telesets view.
HRESULT RequestService(
[in] ISTClient* client,
[in] long serviceType,
[in] BSTR paramString,
[in] VARIANT datasetParams,
[out, retval] ISTService** service);

API Reference
Methods of ISTService Object D
The ISTService object is implemented in the CTI driver. Services are returned to the
Siebel client in response to a call for the ISTDriver method RequestService. The CTI
driver manager calls ISTService methods in order to communicate with the CTI
middleware—for example, to send CTI commands and associated data.
When a call to an ISTService method is successful, it returns 0 (zero). HRESULT

When a call to an ISTService method fails, the CTI driver can call the ISTClient
method HandleError to pass error data. See “HandleError” on page D-9.
GetCommandDescription
Get a command description string. The command description can be used, for
example, to provide an alternative string for ToolTips or for the status line.
Descriptions are for commands as known to the CTI middleware. Each Siebel CTI
command includes the parameter DeviceCommand, whose value represents the
name of the underlying command as known to the CTI middleware. The command
description string is returned in the variable “description”.
HRESULT GetCommandDescription(
[in] BSTR name,
[out, retval] BSTR* description);
GetCommandStatus
Get the command status for a command. The command status is returned in the
variable named “status”. For descriptions of the command status flags that may be
returned, see “STCommandFlag” on page D-4.
HRESULT GetCommandStatus(
[in] BSTR name,
[out, retval] long* status);

API Reference
GetCommandByType
Get the designated command, by type. The command name is returned in the
variable “command”. GetCommandByType is called when Auto-login is in effect for
the user. For more information, see “Logging into CTI” on page 2-71. For
descriptions of the command types, see “STCommandType” on page D-5.
HRESULT GetCommandByType(
[in] long commandType,
[out, retval] BSTR* command);
InvokeCommand
Invoke the named command, using parameters. A basic ISTService implementation
should include at least the InvokeCommand method.
By calling this method, the CTI driver manager invokes a command that is to be
executed—for example, placing a call, transferring a call, or setting the Not Ready
state. Most commands, but not all, are passed from the CTI driver to the CTI
middleware and the switch.
For an illustration of command and event flow in a Siebel CTI implementation, see
Figure 1-2 on page 1-13.
HRESULT InvokeCommand(
[in] BSTR name,
[in] BSTR stringParam,
[in] VARIANT datasetParam);

API Reference
RequestObjectInformation
Request information about a telephony object (DN, queue, and so on). In response
to the Siebel driver manager’s calling this method, the CTI driver calls the ISTClient
method UpdateObjectInformation. See “UpdateObjectInformation” on page D-11.
For information about object types and object properties, see “STObjectType” on
page D-6 and “STObjectProperty” on page D-7.
HRESULT RequestObjectInformation(
[in] long objectType,
[in] BSTR objectID,
[in] VARIANT datasetParam);
The objectID parameter represents the agent’s DN/extension.
NOTE: The parameter datasetParam is not currently used for this method.
NotifyContextData
Notify the CTI driver about Siebel client context information.
The CTI driver manager calls this method in response to a CTI driver call for the
ISTClient method RequestContext. A CTI driver can be designed to attach the
provided context data to the current call. See “RequestContext” on page D-9.
HRESULT NotifyContextData(
[in] BSTR context);
NotifyEventHandlingFinished
Notify the CTI driver that the Siebel client has finished handling the event that was
sent by the CTI driver to the Siebel client via a call for the ISTClient method
HandleEvent. See “HandleEvent” on page D-8.
HRESULT NotifyEventHandlingFinished(
[in] BOOL result);

API Reference
GetImplementationObject
Return the underlying COM objects, allowing access to the methods for the
object(s).
NOTE: The CTI drivers provided out of the box by Siebel employ COM objects.
The GetImplementationObject method can be used in two different scenarios:
Return underlying COM object for CTI middleware

Return any underlying COM object: for ISTDriver, ISTService, or the CTI
middleware
Return Underlying COM Object for CTI Middleware

If your CTI driver implementation has one COM object for ISTDriver and one COM
object for ISTService, this method can return the COM object for the CTI
middleware, which underlies the ISTService object. For Genesys, for example, it
returns the Genesys Desktop Toolkit OLE/COM Interface object.
Return Any Underlying COM Object

If your CTI driver implementation aggregates another CTI driver, such that you have
an additional COM object that mediates communication from the CTI driver
manager to the ISTDriver and ISTService objects, this method can return any of the
underlying objects: the ISTDriver object, ISTService object, or the COM object for
the CTI middleware.
An aggregate CTI driver implementation typically includes a Siebel-provided driver,

such as for Genesys, and a separate driver called the aggregate CTI driver that
extends the main driver’s functionality or replaces part of its functionality.
If you write an aggregate CTI driver, the CTI driver manager should communicate
with this driver rather than with the existing CTI driver. The aggregate CTI driver
will intercept certain commands for its special operation and pass other commands
on to the existing CTI driver.
The DeviceDriver parameter in the .cfg file should provide the name of the
aggregate driver so that the CTI driver manager will be able to create the COM
object for this driver. The aggregate driver should be written to create the COM
object for the ISTDriver object.

API Reference
Writing an aggregate CTI driver to work with an existing CTI driver can save much
time compared with writing a driver from scratch.
You can use this method when you require that the aggregate driver be able to
communicate directly with the COM object for the CTI middleware, in addition to
communicating with the ISTService object.
HRESULT GetImplementationObject(
[in] BSTR key,
[out, retval] VARIANT* object);

API Reference

Siebel CTI and Siebel Scripting Languages E
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-2
CTI Object Type Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-4

CTIService Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-4
CTIData Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-6
Script Usage Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-8

Making a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-8
Handling an Incoming Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .E-11
Version 6.0 Siebel CTI Guide E-1

Siebel CTI and Siebel Scripting Languages
Appendix Overview
Appendix Overview E
Siebel VB and Siebel eScript scripts can be used in many ways to extend your CTI-
enabled Siebel applications, including the following:
Siebel CTI can invoke Siebel VB or Siebel eScript scripts.

Siebel CTI commands can invoke Siebel VB or Siebel eScript scripts.
Siebel CTI events can invoke Siebel VB or Siebel eScript scripts, for instance
on an incoming call or upon disconnection.
Siebel VB or Siebel eScript scripts can invoke Siebel CTI commands and access
call data fields.
Siebel VB or Siebel eScript scripts can invoke Siebel CTI commands.

Commands such as transferring a call can be invoked from Siebel VB–based
menu items, buttons, or toolbar buttons.
Siebel VB or Siebel eScript scripts can access call data fields such as ANI,
DNIS, and digits collected from an IVR system.
NOTE: Siebel CTI supports Siebel VB and Siebel eScript only for the Siebel dedicated
client, not for Siebel Thin Client for Windows.
Siebel CTI integration with Siebel VB and Siebel eScript enables customers to write
call handlers and advanced CTI commands in Siebel VB or Siebel eScript. All Siebel
CTI methods are exposed and can be called with any applicable parameters. All data
fields (ANI, DNIS, OtherDN, and so on) are accessible. A Siebel VB or Siebel eScript
script can be invoked on any CTI event (ringing, disconnect, and so on).
E-2 Siebel CTI Guide Version 6.0

Appendix Overview
The CTI-related objects and interfaces are supported only by Siebel VB or Siebel
eScript. The main purpose of such interfaces is to allow CTI event handling (such
as screen-pop logic). But the CTI interface can also be used to take complete control
of the CTI technology. CTI objects can be used to obtain information about the
current call, to intercept CTI events and perform the necessary handling, or to
control the calls (make calls, transfer calls, and so on).
NOTE: Scripts that work with Siebel CTI should be defined in the general section of
the application object, where they will be compiled into the repository (.srf) file for
the Siebel client. Siebel CTI data objects and methods are for the active call object.
Also refer to the following books:
Siebel Server Administration Guide

Siebel Client Installation and Administration Guide
Siebel Tools Guide
Siebel Object Interfaces Reference
Siebel VB Language Reference
Siebel eScript Language Reference

CTI Object Type Reference
CTI Object Type Reference E
The methods of the CTIService and CTIData object types are described in this
section. Siebel CTI scripting examples using Siebel VB and Siebel eScript follow.
CTIService Object Type E
The CTIService object type provides the features of the Siebel CTI integration. This
object is created when the Siebel application is running with the enabled CTI
option. This object type has methods that allow call control, CTI event handing, and
access to CTI information. The CTI service provides access to the CTI commands
by name. The CTI commands and their names are specific to the particular CTI
integration and are fully described in the relevant appendix for your CTI
middleware.
GetCTIService
Application.GetCTIService -> CTIService
The GetCTIService method returns the CTIService object if the Siebel application is
running with CTI enabled. If CTI is not enabled, then it returns Nothing.
IsCommandEnabled
CTIService.IsCommandEnabled command_name -> return_value
IsCommandEnabled returns 1 if the specified CTI command is currently enabled

and returns 0 if the command is disabled. For example, the AnswerCall command
is enabled only when the phone is ringing.
IsCommandChecked
CTIService.IsCommandChecked command_name -> return_value
IsCommandChecked returns 1 if the state of the specified CTI command is triggered;

otherwise it returns 0. For example, when an agent is in the Not Ready state, the
command ChangeNotReadyState is triggered and IsCommandChecked returns 1.

InvokeCommand
CTIService.InvokeCommand command_name [, parameter]
Invokes the CTI command by name, with an optional parameter.
InvokeCommandWithData
CTIService.InvokeCommandWithData command_name [, ctiDataObject]
Invokes the CTI command by name, with the optional ctiDataObject parameter. The
ctiDataObject parameter can be used to attach user-defined data to the current call,
for instance when you are transferring a call or initiating a call. It can also be used
to pass multiple parameters to the command when this is required.
GetCurrentCallData
CTIService.GetCurrentCallData -> CTIData
Returns a read-only copy of the CTIData object for the current call. The returned
object can be used to retrieve information about the current call, such as the CTI
fields ANI, DNIS and any other switch, middleware, or user-defined data that is
associated with the call.
CreateData
CTIService.CreateData -> CTIData
Creates and returns the new CTIData object. This object can be used to specify
parameters for the InvokeCommandWithData method. Use this method if you need
to change fields on the active call object.
NotifyEventHandlerBlocking
CTIService.NotifyEventHandlerBlocking
This method should be called before beginning a lengthy operation or interaction

with the user through the user interface of the Siebel application. This will prompt
Siebel CTI to complete some unfinished operations.

For example, suppose there is a Siebel VB or Siebel eScript script associated with
the Answer Call button in the CTI toolbar. When the phone rings and the agent
clicks the Answer Call button, Siebel CTI will call the Siebel VB or Siebel eScript
handler first and answer the phone only after that. Then a Service Request window
can be invoked showing the current service request for the caller.
If the Siebel VB or Siebel eScript code internally performs some lengthy operation,
then the agent may want to pick up the phone before the script ends. Calling the
NotifyEventHandlerBlocking method accomplishes this and immediately connects
the agent with the caller.
CTIData Object Type E
The CTIData object type contains a field/value set and can be used for two
purposes:
To retrieve the information about the current call (ANI, DNIS, and so on)
To pass the parameters and user data to the call-control commands
This object is conceptually similar to Dictionaries for Perl or Maps for MFC. Field
names are specific to the CTI middleware you are using. For detailed information
about event data fields for each type of middleware, see the relevant appendix for
your CTI middleware. Also refer to the documentation from the middleware vendor.
Clear
CTIData.Clear
Empties the CTIData object by deleting all fields.
GetFieldValue
CTIData.GetFieldValue field_name -> field_value
Retrieves the value of the specified field.

SetFieldValue
CTIData.SetFieldValue field_name, field_value
Adds the field/value pair to the read-only copy of the CTIData object. If a field with
the same name is already present, the previous value is overwritten.
GetCount
CTIData.GetCount -> return_value
Returns the number of the fields in the CTIData object.
GetFieldAt
CTIData.GetFieldAt index -> field_name
Returns the name of a field by its index location. The GetCount and GetFieldAt
functions can be used to enumerate all fields contained currently in the CTIData
object.
RemoveField
CTIData.RemoveField field_name
Removes (deletes) the field by name.

Script Usage Examples
Script Usage Examples E
This section contains examples for Siebel VB or Siebel eScript scripts that use CTI
objects to make a call or to handle an incoming call and describes how to integrate
such scripts with CTI commands or events.
For more information about defining CTI commands and events, see Chapter 3,
“Working with CTI Commands and Events.”
Making a Call E
This section shows example scripts that use CTI objects to make a call and shows
how to attach such a script to a Siebel CTI command.
Siebel VB Example Script

The following is an example Siebel VB script that uses CTI objects to make a call.
Function NewMakeCall() as Integer
dim CTI as CTIService

dim data as CTIData
dim phonenum as string
set CTI = TheApplication.GetCTIService

set data = CTI.GetCurrentCallData
set phonenum = data.GetFieldValue("PhoneNumber")
MsgBox "Invoking Siebel VB script with the following parameters:" & chr(13) &
"PhoneNumber: " & phonenum
CTI.InvokeCommand "MakeCall", & phonenum
NewMakeCall = OperationComplete
End Function

Siebel eScript Example Script

The following is an example Siebel eScript script that uses CTI objects to make a
call.
function NewMakeCall()
{
var CTI;
var Number;
CTI = application.GetCTIService();
if(CTI == null)
{
application.MsgBox("CTI is not enabled!")
}
else
{
phonenum = application.InputBox("Enter number to call");
CTI.InvokeCommand("MakeCall", Number);
}
return ContinueOperation;
}
Defining the CTI Command to Invoke the Script

The example NewMakeCall script, whether Siebel VB or Siebel eScript, can be
invoked when the user clicks the Make Call button in the CTI toolbar. To specify
this behavior, you attach the script to a particular CTI command you define in the
CTI configuration views. Define the command and its associated command-data
object to be similar to the example command MakeCalltoPhone for Genesys, shown
in Table E-1 and Table E-2 on page E-10.
Table E-1. Command: MakeCalltoPhone
Description Make Call to "{@Phone}"
OnEditControl TRUE
Script NewMakeCall

Table E-2. CmdData: MakeCalltoPhone
AttachContext TRUE
Param.PhoneNumber {@Phone:PhoneTypeLookup}
RequiredField.@Phone ?*
ScriptParam.PhoneNumber {@Phone:PhoneTypeLookup}
You specify the script name (NewMakeCall in this example) as the value for the
parameter called Script in the Command entry. Then you define parameters for the
script in the associated CmdData entry, using the form ScriptParam followed by a
period (.) and the parameter name (PhoneNumber in this example).
In this example, when an agent clicks the Make Call button in the CTI toolbar, the
command MakeCalltoPhone is executed, which in turn invokes the script
NewMakeCall. A value is passed to the script for its PhoneNumber parameter, based
on the value yielded by macro expansion. Each script parameter is passed to the
script as a key/value pair.
The example script displays a message box indicating that a script is being invoked
and that a call is being initiated to a particular number; it then dials the number in
the Phone # field in the CTI toolbar.
For more information about macro expansion and about the @Phone special field,
see “Special Fields and Special Commands” on page 3-6 and “Using Character-Field
Macros” on page 3-12.
NOTE: A script invoked from a CTI command overrides and does not invoke the
DeviceCommand defined within the command.

Handling an Incoming Call E
This section shows example scripts that use CTI objects to handle an incoming call
and shows how to attach such a script to a Siebel CTI event.
Siebel VB Example Script

The following is an example Siebel VB script that uses CTI objects to handle an
incoming call.
Function HandleCallUsingANI As Integer
Dim CTI As CTIService

Dim Data As CTIData
Dim ANI As String
Set CTI = TheApplication.GetCTIService

Set Data = CTI.GetCurrentCallData
ANI = Data.GetFieldValue("ANI")
CTI.NotifyEventHandlerBlocking
MsgBox "Call from " & ANI

HandleCallUsingANI = ContinueOperation
End Function
Siebel eScript Example Script

The following is an example Siebel eScript script that uses CTI objects to handle an
incoming call.
function HandleCallUsingANI()
{
var CTIService;
var CTIData;
var ANI;
CTI = application.GetCTIService();
CTIData = CTI.GetCurrentCallData();
ANI = Data.GetFieldValue("ANI");
CTI.NotifyEventHandlerBlocking();
application.MsgBox("Call from " + ANI);

return ContinueOperation;
}

Defining the CTI Event to Invoke the Script

The example HandleCallUsingANI script, whether Siebel VB or Siebel eScript, can
be invoked when the user clicks the Answer Call button. To specify this behavior,
you attach the script to a particular CTI EventResponse you define in the CTI
configuration views. Define the EventResponse and its associated EventHandler
definition to be similar to the example InvokeVBonAnswer for Genesys, shown in
Table E-3 and Table E-4.
Table E-3. EventHandler: InvokeVBonAnswer
DeviceEvent EventRinging
Response InvokeVBonAnswer
Table E-4. EventResponse: InvokeVBonAnswer
UseCtxData TRUE
Script HandleCallUsingANI
Using the same techniques, you can write a script that will query the Siebel
database using the information about the current call and display the data by
navigating to the corresponding Siebel view.

Using the Siebel CTI Simulator F
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-2
Setting Up the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-3

Genesys Configurations in the Sample Database . . . . . . . . . . . . . . . . F-3
Running the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-4
Using the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-5

The CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-5
Call Simulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-6
Version 6.0 Siebel CTI Guide F-1

Using the Siebel CTI Simulator
Appendix Overview
Appendix Overview F
This appendix describes how to set up and use the CTI Simulator, which simulates
the basic functionality of Genesys T-Server middleware in order to help you to
understand how Siebel CTI works.
The CTI Simulator simulates inbound calls and outbound calls made by a predictive
dialer—both of which are based on the underlying Genesys event EventRinging—
and enables you to experiment with event responses such as screen pops.
NOTE: The CTI Simulator works only for CTI configurations using the Genesys
T-Server middleware. Any changes to configuration parameters, commands, or
events that you make as part of using the CTI Simulator must be made in a CTI
configuration for Genesys.
To configure Siebel CTI after the middleware and switch software and hardware are
installed, see Chapter 2, “Configuring Siebel CTI.”
F-2 Siebel CTI Guide Version 6.0

Setting Up the CTI Simulator
Setting Up the CTI Simulator F
You can run the CTI Simulator for the Siebel dedicated client or for Siebel Thin
Client for Windows.
The CTI Simulator is included on the Siebel client CD-ROM. Before you can access
the CTI Simulator, you must install the Siebel client. For more information, see the
Siebel Client Installation and Administration Guide.
NOTE: Genesys T-Server need not be running in order to run the CTI Simulator.
However, the Siebel CTI driver for Genesys must be available, and the DeviceDriver
parameter in the .cfg file must be set to its default value, “CSTGenesysDriver”.
For the dedicated client, run Siebel Call Center Demo, Siebel Service Demo, or
Siebel eMail Response Demo in order to run the CTI Simulator.
For more information, see “Enabling CTI for Siebel Clients” on page 2-17.
Genesys Configurations in the Sample Database F
Use of the CTI Simulator requires that the sample database contain a CTI
configuration in which the current Siebel user is assigned to a dummy teleset. By
default, the demo users CCONWAY, SREILLY, and SADMIN are associated with
telesets only in the sample configuration for Genesys middleware and a Nortel
Meridian switch.
NOTE: When a user starts a Siebel demo application, data for the CTI configuration
in which the user’s teleset is defined is passed to the Genesys CTI driver. Any
changes to configuration parameters, commands, or events that you make as part
of using the CTI Simulator must be made in a CTI configuration for Genesys, such
as that for Genesys with a Nortel Meridian switch.

Running the CTI Simulator
Running the CTI Simulator F
After you have installed the Siebel client, run the CTI Simulator as described here.
For information about running the CTI Simulator with Siebel Thin Client for
Windows, see “Enabling CTI for Siebel Clients” on page 2-17.
To run the CTI Simulator in the Siebel dedicated client

Run Siebel Call Center Demo, Siebel Service Demo, or Siebel eMail Response
Demo.
NOTE: The icons for these demo versions of these Siebel applications use the flag
/CTISIM. This flag name is not case-sensitive. You can modify the demo icons
for other Siebel applications to use this option.
The CTI menu appears in the Siebel main menu, and the CTI toolbar appears on
the screen. In addition, the CTI tab is enabled in the Options dialog box.
To see all the screens and views referred to in this guide

1 Choose File Connect.
This procedure applies to both supported Siebel client types.
2 Specify SADMIN (for System Administrator) as the User Name and Password,
and select Sample from the Connect To: dropdown list.
NOTE: Running Siebel Call Center Demo or Siebel eMail Response Demo
automatically logs you into the sample database as CCONWAY; running Siebel
Service Demo logs you in as SREILLY. Reconnecting as SADMIN enables you to
view more of the screens and views in the Siebel client.
3 As SADMIN, explore the CTI configuration views in the Communications

Administration screen (choose Screens Communications Administration
CTI).
Verify that the demo users CCONWAY, SREILLY, and SADMIN are part of the
sample database, and that each is associated with a teleset.

Using the CTI Simulator
Using the CTI Simulator F
After you install Siebel CTI and client software and set up the CTI Simulator, you
can begin trying out basic CTI features, such as accessing functions via the CTI
toolbar, performing database queries, and displaying Siebel records based on data
associated with an inbound call. These features are described in more detail in the
following sections.
The CTI Toolbar F
When you start the Siebel client with the CTI Simulator enabled, you will see the
CTI toolbar. This toolbar is in its embedded state, located at the top of the Siebel
client, below the standard toolbar and the history bar.
Using the CTI toolbar, shown in Figure F-1, a call-center agent can perform most
common telephony functions without having to touch the phone. The CTI toolbar
also provides information about how long a call has been in the queue and how
long the agent has been on a call.
Figure F-1. CTI Toolbar (Embedded)
For information about configuring the CTI toolbar and using its controls, and about
display options for the CTI toolbar, see “CTI Options for End Users” on page 2-63.

Call Simulations F
You can simulate inbound and outbound calls and experiment with associated
screen-pop behavior.
Call-Simulation Keys
Three sets of call-simulation keys have been preconfigured in Siebel CTI:
SHIFT+F11 simulates an incoming call with Caller ID, also called ANI
(Automatic Number Identification). The caller exists in the Siebel sample
database and has presumably called before. See the following section, “A
Simulated Inbound Call with Caller ID.”
CTRL+F11 simulates an incoming call in which the caller either does not have
Caller ID or is not in the Siebel database. See “A Simulated Inbound Call from
an Unknown Caller” on page F-8.
ALT+F11 simulates an outgoing campaign call made by a predictive dialer. See

“Outbound Predictive Dialer Call Simulation” on page F-10.
Inbound Call Simulations

This section describes two inbound call scenarios.
A Simulated Inbound Call with Caller ID

When you press SHIFT+F11 in the CTI Simulator, you will hear a ring or a beep,
depending on how Enable Sound is set in the Options dialog box, and you will see
the Accept Call button flash on the CTI toolbar. These indicators signal an incoming
call. Clicking the Accept Call button on the toolbar to answer the call initiates the
following:
A screen pop that displays contact information about the caller

An activity record that is automatically created, called “Call - Inbound”
Siebel performs the screen pop using ANI. By default, the CTI Simulator matches
the contact’s phone number to the setting of the Param.ANI parameter for the call
simulation command. In the sample database, the telephone number 4153210235
belongs to Henry Kim.

Table F-1 and Table F-2 show the values used in the simulation. These values are
displayed and can be edited in the All Commands view, one of the CTI configuration
views, when you are logged in as SADMIN.
Table F-1. Command: SimCallFound
Hidden TRUE
HotKey SHIFT+F11
CmdData SimCallFound
Table F-2. CmdData: SimCallFound
You can modify the value for the Param.ANI parameter to change the phone
number, and therefore the contact, that the CTI Simulator will use for the screen
pop.
Many contacts in the sample database have work phone numbers defined. Enter
another contact’s work phone number to select that contact during CTI simulation.
You can also change the view that will be displayed for the screen pop:
The parameter SingleView specifies the view to display if the telephone number
of the inbound call matches a single contact record in the Siebel database.
The parameter MultiView specifies the view to display if the telephone number
of the incoming call matches more than one contact record in the database.

Table F-3 shows the values that are used in simulating screen pops.
Table F-3. EventResponse: OnInboundCallReceived
QueryBusObj Contact
QueryBusComp Contact
QuerySpec 'Work Phone #'='{ANI}'
SingleView Service Contact Detail View
MultiView Contact List View
FindDialog Service Request
FindField.CSN Ask Caller
SingleLog LogIncomingCallContactFound
Log LogIncomingCallContactNotFound
A Simulated Inbound Call from an Unknown Caller

When you press CTRL+F11 in the CTI Simulator, you will hear a ring or a beep,
depending on how the Enable Sound option is set, and you will see the Accept Call
button flash.
Click the Accept Call button on the CTI toolbar to answer the call. No information
about the caller is retrieved, because the caller’s telephone number was not in the
database; the Find dialog is displayed.

Table F-4 and Table F-5 show values used for inbound call simulation. This
operation is similar to that for the simulated inbound call with ANI. In this case,
however, the phone number in the Param.ANI setting does not exist in the sample
database.
Table F-4. Command: SimCallNotFound
Hidden TRUE
HotKey CTRL+F11
Table F-5. CmdData: SimCallNotFound
Once Siebel CTI determines that the phone number does not exist in the sample
database, the Find dialog box appears. A list of options follows the “Find What?”
heading in the Find dialog box. The Service Request option is highlighted.
You can change the option that is highlighted in the Find dialog box by changing
the value for the FindDialog parameter. For details, see Table F-3 on page F-8.
Other possible values for the FindDialog parameter include Opportunity, Service
Account, Corporate Contact, Service Product, and Consumer.

Outbound Predictive Dialer Call Simulation

When you press ALT+F11, you will hear a ring or a beep, depending on the setting
of the Enable Sound option, and you will see the Accept Call button flash.
Click the Accept Call button on the toolbar to answer the outgoing call. You will
then get a screen pop that displays the campaign from which the simulated
outbound call originates.
Answering the call automatically creates an activity record called Call - Outbound.
When the call ends, the date and time of the call are entered in the Description field
of the activity.
Table F-6 and Table F-7 show values used for outbound predictive-dialer call
simulation.
Table F-6. Command: SimCampaignCall
Hidden TRUE
HotKey ALT+F11
CmdData SimCampaignCall
Table F-7. CmdData: SimCampaignCall
Param.CampID 1-CQZ
Param.CampContactID FAKE_ID
F-1 0 Siebel CTI Guide Version 6.0

Index
Symbols activities, call 1-5

$RemoteConnectStr special field 3-7, 4-27 Adaptive CTI
$RemoteConnectStr2 special field 3-8, 4-27 aggregate CTI driver D-16
@AgentId special field 3-6, A-15, B-11, C-17 architecture 6-5
@AgentPin special field 3-6, A-15, B-12, and C++ 6-5
C-17 constants D-3
@Associate special command 3-9 data types D-3
@CallDuration special field 3-6 design 6-3
@CallObjectId special field 3-6 initialization 6-6
@CallStartTime special field 3-6 ISTClient D-8
@EditControl special field 3-6 ISTDriver D-11
@HotelingPhone special field 3-7 ISTService D-13
@Phone special field 3-7 and Java 6-5
@QueueId special field 3-7, A-15, C-16 reference D-2
@Random special field 3-7 skill set for developing driver 6-2
@UserId special field 3-8 and Visual Basic 6-5
@UserName special field 3-8 AddBusComp event response
@ViewCallObject special command 3-9 parameter 3-36
AddBusObj event response parameter 3-36
A AddField event response parameter 3-36
A command parameter (Aspect) B-11 AddLog event response parameter 3-37
A event data field (Aspect) B-15 AddRecordView event response
Accept Call button 3-32 parameter 3-37
AcceptCall command (Aspect) B-7 AdMap command parameter (Aspect) B-12
AccountInfo event data field (Dialogic) C-22 Admin Mode Flag field 4-6
ACD DN, specifying for Nortel Meridian AfterCall event log parameter 3-43
switch 2-37, 2-38 AGENT_STATE_EVENT event (Aspect) B-14
ACD Queue field AgentAfterCallWork work mode
populating the List of Values for 2-37 (Dialogic) C-14
ACD switch 2-10 AgentAfterCallWork work mode
ACDQueue command parameter (Genesys) A-6, A-13
(Dialogic) C-16 AgentAutoIn work mode (Genesys) A-6,
ACDQueue command parameter A-13
(Genesys) A-15 AgentAuxWork work mode (Genesys) A-6,
ACRR event (Aspect) B-13 A-13
Version 6.0 Siebel CTI Guide 1

Index
AgentData event data field (Dialogic) C-22 AmrMode command parameter

AgentGroup event data field (Aspect) B-15 (Aspect) B-12
AgentGroup event data field (Dialogic) C-22 ANI event data field (Aspect) B-15
AgentId command parameter (Aspect) B-11 ANI event data field (Genesys) A-17
AgentId command parameter ANI. See Automatic Number Identification
(Dialogic) C-17 AnswerCall command (Dialogic) C-12
AgentId command parameter AnswerCall command (Genesys) A-9
(Genesys) A-15 AnswerMap command parameter
AgentId event data field (Dialogic) C-22 (Aspect) B-12
AgentID event data field (Genesys) A-17 AnswerMode command parameter
AgentId special field. See @AgentId special (Aspect) B-11
field API, Adaptive CTI D-2
AgentLoggedOff event (Dialogic) C-19 AppID command parameter (Aspect) B-10
AgentLoggedOn event (Dialogic) C-19 AppID event data field (Aspect) B-15
AgentManualIn work mode (Genesys) A-6, Application Administration screen 2-28,
A-13 2-37, 2-46, 2-48
AgentMode event data field (Dialogic) C-21 Application Name for TServer, parameter
AgentModeChange event (Dialogic) C-19 for CTI Inbound Call Router task 5-19
AgentNotReady work mode (Dialogic) C-14 Application Object Manager 2-11, 2-13
AgentOtherWork work mode and .cfg file 2-20
(Dialogic) C-14 ApplicationData event data field
AgentPin command parameter (Dialogic) C-21
(Aspect) B-12 architecture, Adaptive CTI 6-5
AgentPin command parameter Aspect ACD System switch 2-7
(Dialogic) C-17 configuring Call Control Table 2-8
AgentPin command parameter extensions for 2-38
(Genesys) A-15 queue number for 2-38
AgentPin special field. See @AgentPin Aspect CTI System
special field command parameters B-10
AgentReady work mode (Dialogic) C-14 commands B-6
agents, specifying 2-33 configuration data for B-2
AgentWorkMode parameter (Genesys) A-6, event data fields B-15
A-13 events B-13
AgentWorkModeN commands switch for 2-7
(Genesys) A-13 Aspect.log file B-4
aggregate CTI driver D-16 Associate special command. See
All Agents view 2-25, 2-39 @Associate special command
All Commands view 2-25, 2-45, 3-3 AssocTrackNode event data field
All Configurations view 2-24, 2-26 (Aspect) B-15
All Events view 2-25, 2-47, 3-3 AssocTrackNum event data field
All Extensions view 2-25, 2-41 (Aspect) B-15
All Telesets view 2-24, 2-33 AssocTrackSeq event data field
AllViews command parameter 3-19 (Aspect) B-15
ALT+F11 CTI simulation keys F-10 AttachContext command data
parameter 3-25
2 Siebel CTI Guide Version 6.0

Index
AttachData command (Dialogic) C-15 C

AttachData command (Genesys) A-13 C command parameter (Aspect) B-11
auto-login 1-4, 2-67, A-8, B-5, C-11 C event data field (Aspect) B-15
and Adaptive CTI driver D-5, D-14 C++, and Adaptive CTI 6-5
AutoLogin parameter (Aspect) 2-67, 2-72, CacheCommandInformation method
B-5 (ISTClient) D-10
AutoLogin parameter (Dialogic) 2-67, 2-72, call activities 1-5
C-11 call center workflow model 2-10
AutoLogin parameter (Genesys) 2-67, 2-72, Call Center. See Siebel Call Center
A-8 call centers, calls between 4-25, A-7, A-14
Auto-login to call center at startup, CTI Call Control Table, configuring 2-8
option 2-67 Call Outbound activity record F-10
automatic login. See auto-login call routing
Automatic Number Identification (ANI) 1-3, stored procedure 5-2, 5-3
F-6 call simulation
inbound F-6
B keys for F-6
B command parameter (Aspect) B-11 outbound predictive dialer campaign F-10
B event data field (Aspect) B-15 unknown caller/inbound F-8
BackInService event (Dialogic) C-19 CallDuration special field. See
BackupLinkID event data field @CallDuration special field
(Aspect) B-15 CalledParty event data field (Dialogic) C-21
BackupServer parameter (Genesys) A-3 CalledPartyGroup event data field
BackupServerHost parameter (Genesys) A-4 (Dialogic) C-21
BackupServerPort parameter (Genesys) A-4 CalledPartyQualifier event data field
BackupVersion event data field (Dialogic) C-21
(Aspect) B-15 CalledPartyTrunk event data field
Boolean field type 3-5 (Dialogic) C-21
braces, in macro expansion 3-12 CalledPartyType event data field
brackets, in macro expansion 3-12 (Dialogic) C-21
Bring Siebel to front: On CTI events, CTI CallerID
option 2-65 simulated inbound call with F-6
Bring Siebel to front: Only on matching simulating F-6
events, CTI option 2-66 CallID event data field (Aspect) B-15
BusComp command data parameter 3-25 CallID event data field (Genesys) A-17
BusComp event log parameter 3-43 CallInformation event (Dialogic) C-19
business components CallNotifyText command parameter
Primary Phone Field property in 3-7, 3-24 (Dialogic) C-17
business services, integrating with Siebel CallNotifyText command parameter
CTI 1-10, 4-10 (Genesys) A-15
BusObj command data parameter 3-25 CallObject event response parameter 3-37
BusObj event log parameter 3-43

Index
CallObjectId special field. See CollectedDigits event data field

@CallObjectId special field (Genesys) A-17
call-routing COM object
server component 5-2, 5-15 CTI driver 2-21
calls ISTDriver 6-6
between call centers 4-25, A-7, A-14 ISTService 6-6
routing inbound 1-3, 5-2 COM standard 6-2, 6-5
screen pop information about 1-4 command and event data 3-18
simulated F-6 Command definitions 3-4, 3-18, 3-19
CallsQueued event data field parameters for 3-19
(Dialogic) C-22 Command event response parameter 3-37
CallStartTime special field. See command parameters
@CallStartTime special field Aspect B-10
CallType event data field (Genesys) A-18 Dialogic C-16
campaigns, and predictive dialing 1-8 Genesys A-14
CancelForwardCall command specifying 2-45
(Dialogic) C-13 command-line options
CancelForwardCall command /CTI 2-70
(Genesys) A-11 /CTISIM 2-70
CCM event (Aspect) B-13 commands
CCNode event data field (Aspect) B-15 Aspect B-6
CCONWAY demo user F-3, F-4 customizing 3-2
CCRR event (Aspect) B-14 Dialogic C-12
CCT command parameter (Aspect) B-11 flow of CTI 1-13
CCT. See Call Control Table Genesys A-9
CDM event (Aspect) B-13 and parameters 3-4
.cfg file special 3-9
editing 2-19, 2-63 specifying 2-43
in CTI configuration 2-18 commands, special
ChangeBusyState command (Genesys) A-10 @Associate
ChangeNotReadyState command @ViewCallObject
(Dialogic) C-13 comments, sending to Siebel Intro-9
ChangeNotReadyState command Communications Administration
(Genesys) A-10 screen 2-24
character field type 3-4 Communicator. See Netscape
character-field macros 3-12 Communicator
CIM event (Aspect) B-13 computer telephony integration (CTI) 1-2
CIMServer parameter (Dialogic) C-9 CONFERENCE_EVENT event (Aspect) B-14
ClassOfService event data field ConferenceComplete command
(Aspect) B-15 (Dialogic) C-14
Clear method, for CTIData object type E-6 ConferenceComplete command
CmdData command parameter 3-19 (Genesys) A-12
CmdData definitions 3-4, 3-18, 3-25, 3-29 ConferenceInit command (Dialogic) C-14
parameters for 3-25 ConferenceInit command (Genesys) A-12

Index
Configuration Commands and Events CTI configuration views 2-9

view 2-25, 2-43, 3-3 All Agents 2-25, 2-39
Configuration Explorer view 2-25, 2-49 All Commands 2-25, 2-45
configuration parameters All Configurations 2-24, 2-26
for Aspect B-3 All Events 2-25, 2-47
for Dialogic C-8 All Extensions 2-25, 2-41
for Genesys A-2 All Telesets 2-24, 2-33
Configuration Parameters and Telesets Configuration Commands and
view 2-24, 2-31, 6-6, A-2, B-3, C-8, D-12 Events 2-25, 2-43
configuring Configuration Explorer 2-25, 2-49
basic CTI hardware 1-11 Configuration Parameters and
CTI Simulator F-4 Telesets 2-24, 2-31
customizing CTI 3-2 CTI driver
CONNECT_EVENT event (Aspect) B-14 aggregate D-16
ConnectionNum event data field COM object for 2-21, D-11
(Aspect) B-15 and DeviceDriver parameter 2-21
ConnectString parameters D-12 writing using Adaptive CTI 6-2
ConnID event data field (Genesys) A-17 CTI events
ConnIDStr event data field (Genesys) A-17 and parameters 3-4
constants, Adaptive CTI D-3 CTI hardware configuration 1-11
ContextLog event response parameter 3-37 CTI Inbound Call Router server
context-sensitive menu. See shortcut menu component 5-2
corrections, sending to Siebel Intro-9 CTI Inbound Call Router task
Country, keyword in telephone number parameters for 5-18
macro 3-14 starting and configuring 5-16
CreateData method, for CTIService object stopping 5-22
type E-5 CTI menu 2-21, 2-75
CSTA Phase II switch. See Generic CSTA and agent work modes A-13, C-15
Phase II switch CTI middleware 2-6
Ctconnect.log file C-9 setting up 2-10
CTCServer parameter (Dialogic) C-8 CTI parameters
CTI Client business service 4-10 in .cfg file 2-21
CTI commands configuration parameters for Aspect B-3
parameters 3-4 configuration parameters for Dialogic C-8
CTI configuration configuration parameters for Genesys A-2
command and event definitions 3-4 CTI Simulator
copying 2-29 configuring/setting up F-4
customizing 3-2 and CTI toolbar F-5
deleting 2-29 hot key defined by 3-23, 3-29
editing or creating 2-26 inbound call from unknown caller F-8
end-user 2-13, 2-15, 2-63 inbound call simulations F-6
exporting 2-55 and NetCallPort parameter A-6
importing 2-53 outbound predictive dialer campaign call
specifying parameters 2-31 simulation F-10
vendor-specific data 2-12 restriction F-2

Index
CTI Simulator (cont’d) DestBusy event (Dialogic) C-19

setting up F-3 DestChanged event (Dialogic) C-18
starting 2-70 Destination event data field (Aspect) B-15
testing with the 3-4 DestinationTermID event data field
and WorkOffline parameter A-6 (Aspect) B-15
CTI toolbar 1-3, 2-21, 2-72, F-5 DestinationType event data field
customizing 2-69 (Aspect) B-16
ToolTip text for 4-19 DestInvalid event (Dialogic) C-19
CTI toolbar buttons 4-16 DestNotObtainable event (Dialogic) C-19
CTIData object type E-6 DestSeized event (Dialogic) C-18
handling an incoming call E-11 DeviceCommand command parameter 3-20
making a call E-8 DeviceDriver parameter, in .cfg file 2-21,
CTIM event (Aspect) B-13 6-6, D-16
CTIService object type E-4 DeviceEvent event handler parameter 3-31
CTM event (Aspect) B-13 DeviceNumber event data field
CTRL+F11 CTI simulation keys 3-23, F-8 (Aspect) B-16
CTTM event (Aspect) B-13 DeviceType event data field (Aspect) B-16
customer support Intro-8 Dialed Number Identification Service
Customize dialog box 2-69, 4-20 (DNIS) 1-3
customizing Dialing:Filter.RuleN parameters
CTI configuration 3-2 (Aspect) 3-13, B-4
CTI toolbar 2-69 Dialing:Filter.RuleN parameters
(Dialogic) 3-13, C-10, C-11
D Dialing:Filter.RuleN parameters
D command parameter (Aspect) B-11 (Genesys) 3-13, 4-26, A-7
D event data field (Aspect) B-15 Dialogic CT-Connect
data set 3-2 command parameters C-16
data types, Adaptive CTI D-3 commands C-12
.def file 2-9, 2-52, 2-57 configuration data for C-2
defining commands and events 3-5 event data fields C-20
Definity G3 switch. See Lucent Definity G3 events C-18
switch switch combinations for 2-7
demo program Digits command parameter (Aspect) B-10
Siebel Call Center F-4 Digits, keyword in telephone number
Siebel eMail Response F-4 macro 3-14
Siebel Service F-4 DISCONNECT_EVENT event (Aspect) B-14
demo users Display event log parameter 3-43
CCONWAY F-3, F-4 Diverted event (Dialogic) C-18
SADMIN F-3 DNIS event data field (Aspect) B-16
SREILLY F-3, F-4 DNIS event data field (Genesys) A-17
Description command parameter 3-19, 4-23 DNIS. See Dialed Number Identification
Desktop Toolkit. See Genesys Desktop Service
Toolkit OLE/COM Interface documentation, additional Intro-6

Index
Driver:BackupServer parameter E
(Genesys) A-3 E command parameter (Aspect) B-11
Driver:BackupServerHost parameter E event data field (Aspect) B-15
(Genesys) A-4 eCollaboration. See Siebel eCollaboration
Driver:BackupServerPort parameter Edit Control special field. See @EditControl
(Genesys) A-4 special field
Driver:CIMServer parameter (Dialogic) C-9 editing .cfg file 2-11, 2-19, 2-63
Driver:ConnectString parameter D-12 Emailresp.cfg file 2-20
Driver:CTCServer parameter (Dialogic) C-8 Embed CTI bar, CTI option 2-66
Driver:HasKeyName parameters EMRR event (Aspect) B-13
(Dialogic) C-10 Enable parameter, in .cfg file 2-21, 2-70
Driver:HasKeyName parameters Enable sound, CTI option 2-66
(Genesys) A-5 end-user CTI configuration 2-13, 2-15, 2-63
Driver:IsSiemens parameter (Genesys) A-5 EQUEUE_EVENT event (Aspect) B-14
Driver:LogFileName parameter Equipment event data field (Aspect) B-16
(Aspect) B-3, B-4 EquipmentType event data field
Driver:LogFileName parameter (Aspect) B-16
(Dialogic) C-9 Error event (Dialogic) C-19
Driver:LogFileName parameter error messages 2-6
(Genesys) A-4 ErrorCode event data field (Genesys) A-18
Driver:LogicalID parameter (Dialogic) C-8 ErrorMessage event data field
Driver:MaxLogKB parameter (Aspect) B-4 (Genesys) A-17
Driver:MaxLogKB parameter (Dialogic) C-9 eScript, Siebel 1-10, E-2
Driver:MaxLogKB parameter (Genesys) A-4 ESRR event (Aspect) B-13
Driver:NetCallPort parameter (Genesys) A-6 Event event data field (Aspect) B-16
Driver:NetworkType parameter Event event data field (Dialogic) C-20
(Dialogic) C-8 Event event data field (Genesys) A-17
Driver:OleObjectName parameter event parameters, specifying 2-47
(Genesys) A-4 EventAgentBusy event (Genesys) A-16
Driver:Server parameter (Genesys) A-3 EventAgentLogin event (Genesys) A-16
Driver:ServerHost parameter (Aspect) B-3 EventAgentLogout event (Genesys) A-16
Driver:ServerHost parameter (Genesys) A-3 EventAgentNotBusy event (Genesys) A-16
Driver:ServerPort parameter (Aspect) B-3 EventAgentNotReady event (Genesys) A-16
Driver:ServerPort parameter (Genesys) A-3 EventAgentReady event (Genesys) A-16
Driver:SwitchType parameter (Dialogic) C-8 EventCallForwardCancel event
Driver:TraceLevel parameter (Dialogic) C-9 (Genesys) A-16
Driver:Use1StepTransfer parameter EventCallForwardSet event (Genesys) A-16
(Dialogic) C-9 EventConferenced event (Genesys) A-16
Driver:Use1StepTransfer parameter EventDialing event (Genesys) A-16
(Genesys) A-5 EventError event (Genesys) A-16
Driver:WorkOffline parameter EventEstablished event (Genesys) A-16
(Genesys) A-6 EventHandler definitions 3-4, 3-18, 3-30
DtmfDigits event data field (Dialogic) C-22 parameters for 3-31
DTYPE_PHONE, field data type 3-13

Index
EventLog definitions 3-4, 3-18, 3-43 fields, for parameters

parameters for 3-43 macro-expansion characters in 3-12
EventOffHook event (Genesys) A-16 files
EventOnHook event (Genesys) A-16 Aspect.log B-4
EventQualifier event data field .cfg 2-11, 2-18, 2-19
(Dialogic) C-20 Ctconnect.log C-9
EventReleased event (Genesys) A-16 .def 2-9, 2-52, 2-57
EventResponse definitions 3-4, 3-18, 3-35 Emailresp.cfg 2-20
parameters for 3-36 Genesys.log A-4
EventRetrieved event (Genesys) A-16 .ini 2-9, 2-52, 2-57
EventRinging event (Genesys) A-16 Ringin.wav 2-66
events Service.cfg 2-20
Aspect B-13 Sfs.cfg 2-20
customizing 3-2 Siebel.cfg 2-20
Dialogic C-18 Tclient.cfg 2-20
flow of CTI 1-13 tclient.htm 2-18, 2-19
Genesys A-16 tclient.stc 2-18, 2-19
and parameters 3-4 TServer.cfg 5-9, 5-20, A-3
phone-ringing 3-32 tserver.conf 5-9, 5-20
specifying 2-43 Uagent.cfg 2-20
EventServerDisconnected event .wav 2-66
(Genesys) A-16 Filter event handler parameter 3-31
EventUserEvent event (Genesys) A-16 Filter.RuleN parameters (Aspect) 3-13, B-4
Export button 2-56 Filter.RuleN parameters (Dialogic) 3-13,
exporting CTI configuration data 2-55 C-10, C-11
Extension event data field (Aspect) B-16 Filter.RuleN parameters (Genesys) 3-13,
Extension, CTI option 2-68 4-26, A-7
Extension, keyword in telephone number Find dialog box F-9
macro 3-14 FindDialog event response parameter 3-37
extensions, specifying 2-33 FindField event response parameter 3-38
FindLog event response parameter 3-38
F ForwardCall command (Dialogic) C-13
features new in release Intro-5 ForwardCall command (Genesys) A-11
feedback, sending to Siebel Intro-9
field types, for command and event G
parameters 3-4 G3 switch. See Lucent Definity G3 switch
fields Generic CSTA Phase II switch 2-7
Aspect event data B-15 extensions for 2-38
Dialogic event data C-20 queue number for 2-38
Genesys event data A-17 Genesys Desktop Toolkit OLE/COM
names of special 3-6 Interface 6-8, A-4, D-16
special fields 3-6 Genesys External Router 2-27, 4-25, 5-9, A-3
and call routing 5-4

Index
Genesys T-Server HoldCall command (Genesys) A-10

command parameters A-14 hoteling 4-3
commands A-9 HotelingPhone special field. See
configuration data for A-2 @HotelingPhone special field
event data A-17 HotKey command parameter 3-20, 3-23,
events A-16 4-23
switch combinations for 2-7
Genesys.log file A-4 I
GetCommandByType method icons
(ISTService) D-14 for demo Siebel applications F-4
GetCommandDescription method ID command parameter (Dialogic) C-16
(ISTService) D-13 ID command parameter (Genesys) A-14
GetCommandStatus method Import button 2-54
(ISTService) D-13 importing CTI configuration data 2-53
GetCount method, for CTIData object inbound call from unknown caller F-8
type E-7 inbound call simulations F-6
GetCTIService method, for CTIService InboundCall event (Dialogic) C-18
object type E-4 IndicateNewCall method (ISTClient) D-11
GetCurrentCallData method, for CTIService .ini file 2-9, 2-52, 2-57
object type E-5 initialization, Adaptive CTI 6-6
GetFieldAt method, for CTIData object Instrument ID, for Aspect ACD System or
type E-7 Rockwell Spectrum switch. See
GetFieldValue method, for CTIData object standard DN
type E-6 Interactive Voice Response (IVR) system 1-7
GetImplementationObject method InternalCallID event data field
(ISTService) D-16 (Aspect) B-16
GroupList event data field (Aspect) B-16 Internet Explorer. See Microsoft Internet
GroupNumber event data field Explorer
(Aspect) B-16 InvokeCommand method (ISTService) D-14
GroupsNumber event data field InvokeCommand method, for CTIService
(Aspect) B-17 object type E-5
GroupType event data field (Aspect) B-16 InvokeCommandWithData method, for
CTIService object type E-5
H InvokeMethodIfNoData2 event response
HandleError method (ISTClient) D-9 parameter 3-38
HandleEvent method (ISTClient) D-8 IsCommandChecked method, for
HasKeyName parameters (Dialogic) C-10 CTIService object type E-4
HasKeyName parameters (Genesys) A-5 IsCommandEnabled method, for CTIService
HELD_EVENT event (Aspect) B-14 object type E-4
Help 2-75 IsSiemens parameter (Genesys) A-5
Hicom switch. See Siemens Hicom 300E ISTClient, Adaptive CTI D-8
switch ISTDriver, Adaptive CTI D-11
Hidden command parameter 3-20, 4-23 ISTService, Adaptive CTI D-13
HoldCall command (Dialogic) C-13 IVR. See Interactive Voice Response

Index
J queue number for 2-38

Java, and Adaptive CTI 6-5
M
K macro expansion
Key command parameter (Aspect) B-10 syntax 3-12
keywords, for configuration parameters A-2, usage 3-15
B-3, C-8 MakeCall command (Dialogic) C-12
keywords, for dialing filters for phone MakeCall command (Genesys) A-10
numbers 3-13 MakePredictiveCall command (Aspect) B-7
keywords, for part of phone numbers 3-13 manual login 2-72
MaxLogKB parameter (Aspect) B-4
L MaxLogKB parameter (Dialogic) C-9
languages, supporting multiple 3-33 MaxLogKB parameter (Genesys) A-4
LastDigit event data field (Genesys) A-17 Meridian switch. See Nortel Meridian switch
LineKey event data field (Aspect) B-17 Message event data field (Aspect) B-17
LINK_STATUS event (Aspect) B-14 Microsoft Internet Explorer 2-18, 2-19
LinkID event data field (Aspect) B-17 and Siebel Thin Client for Windows 2-4
List of Values Explorer view 2-28, 2-37, Middleware Name field
2-46, 2-48 populating the List of Values for 2-22,
literature, additional Intro-6 2-28
LocalMenu command parameter 3-21, 4-23 Middleware Server Hostname, parameter for
Log event response parameter 3-38 CTI Inbound Call Router task 5-20
LogField event log parameter 3-43 Middleware Server Port, parameter for CTI
LogFileName parameter (Aspect) B-3, B-4 Inbound Call Router task 5-20
LogFileName parameter (Dialogic) C-9 Middleware Vendor Name, parameter for
LogFileName parameter (Genesys) A-4 CTI Inbound Call Router task 5-19
logging in middleware/switch combinations 2-7
automatic 2-71 MonitorParty event data field
manual 2-72 (Dialogic) C-21
LogicalAgent event data field MPCRR event (Aspect) B-14
(Dialogic) C-22 MultiLog event response parameter 3-38
LogicalID parameter (Dialogic) C-8 multiple-organization support. See multi-
LogIn command (Dialogic) C-13 tenancy
LogIn command (Genesys) A-11 multi-tenancy 4-5, A-8, B-5, C-11
LogOut command (Dialogic) C-13 MultiTenancy parameter (Aspect) 4-8, B-5
LogOut command (Genesys) A-11 MultiTenancy parameter (Dialogic) 4-8,
Lookup, keyword in telephone number C-11
macro 3-13 MultiTenancy parameter (Genesys) 4-8, A-8
LookupProperty utility 6-12 Multi-Value field type 3-5
Lucent Definity G3 switch 2-7 MultiView event response parameter 3-38
and agent work modes A-6, A-13, C-14 MultiView field F-7
extensions for 2-38

Index
N OldRefId event data field (Dialogic) C-20

NestedMonitorChannel event data field OldTrackNode event data field
(Dialogic) C-21 (Aspect) B-17
NetCallId event data field (Dialogic) C-20 OldTrackNum event data field (Aspect) B-17
NetCallPort parameter (Genesys) A-6 OldTrackSeq event data field (Aspect) B-17
Netscape Communicator 2-18, 2-19 OleObjectName parameter (Genesys) A-4
and Siebel Thin Client for Windows 2-4 OnEditControl command parameter 3-21
NetworkType parameter (Dialogic) C-8 OnField command data parameter 3-25
new features in release Intro-5 Online Help 2-75
NewCallID event data field (Aspect) B-17 OpAnswered event (Dialogic) C-18
NewTrackNode event data field OpConferenced event (Dialogic) C-18
(Aspect) B-17 OpDisconnected event (Dialogic) C-18
NewTrackNum event data field OpHeld event (Dialogic) C-19
(Aspect) B-17 OpRetrieved event (Dialogic) C-18
NewTrackSeq event data field (Aspect) B-17 Options dialog box 2-63, A-9, F-6
Nortel Meridian switch 2-7 Order command parameter 3-21, 4-23
extensions for 2-38 Order event handler parameter 3-31
queue number for 2-38 organization visibility 4-5
NOTICE_EVENT event (Aspect) B-14 organization, of book Intro-3
NotifyContextData method organizations. See multi-tenancy
(ISTService) D-15 OriginatingParty event data field
NotifyEventHandlerBlocking method, for (Dialogic) C-22
CTIService object type E-5 OriginatingPartyGroup event data field
NotifyEventHandlingFinished method (Dialogic) C-22
(ISTService) D-15 OriginatingPartyQualifier event data field
NotReady command (Aspect) B-8 (Dialogic) C-22
NotReadyKey command parameter OriginatingPartyTrunk event data field
(Aspect) B-12 (Dialogic) C-22
Number, keyword in telephone number OriginatingPartyType event data field
macro 3-14 (Dialogic) C-22
numeric field type 3-4 Origination event data field (Aspect) B-17
numeric range, for phone numbers 3-13 OriginationLineID command parameter
(Aspect) B-12
O OriginationTermID event data field
Object Description Language (ODL) D-2 (Aspect) B-17
Object Manager. See Application Object OriginationType event data field
Manager (Aspect) B-17
OFFER_EVENT event (Aspect) B-14 Other event (Dialogic) C-18
Offhook event (Dialogic) C-19 OtherDN event data field (Genesys) A-18
OffhookPrompt event (Dialogic) C-19 OtherParty event data field (Dialogic) C-20
OldNetCallId event data field OtherPartyGroup event data field
(Dialogic) C-20 (Dialogic) C-20

Index
OtherPartyQualifier event data field Party event data field (Aspect) B-17
(Dialogic) C-20 PartyType event data field (Aspect) B-18
OtherPartyTrunk event data field PBX switch 2-10
(Dialogic) C-20 PCRR event (Aspect) B-13
OtherPartyType event data field phone numbers
(Dialogic) C-20 Caller ID for incoming F-6
OtherQueue event data field (Genesys) A-18 keywords for dialing filters 3-13
OtherTrunk event data field (Genesys) A-18 keywords for part of number 3-13
outbound predictive dialer campaign call in Param.ANI setting F-9
simulation F-10 Phone special field. See @Phone special
OutOfService event (Dialogic) C-19 field
PhoneNumber command parameter
P (Dialogic) C-16
Param command data parameter 3-26 PhoneNumber command parameter
parameter field types (Genesys) A-14
for commands and events 3-4 phone-ringing event 3-32
parameter fields PhoneTypeLookup, keyword in telephone
macro-expansion characters in 3-12 number macro 3-13
Parameter Name field Pick Assigned Component dialog box 5-17
populating the List of Values for 2-22 PKRR event (Aspect) B-13
Parameter Name field (commands) PlaceCall command (Aspect) B-6
populating the List of Values for 2-46 PlaceCall event (Aspect) B-14
Parameter Name field (events) Position DN, for Nortel Meridian switch. See
populating the List of Values for 2-48 ACD DN
Parameter Overrides dialog box 5-18 positions 4-5
parameters predictive dialing 1-8
for Aspect B-3 preferences, for Siebel CTI user 2-63
for Aspect call-routing procedure 5-14 Primary DN, for Nortel Meridian switch. See
for Aspect commands B-10 standard DN
CmdData definitions 3-25 Primary Phone field 3-24
for CTI Inbound Call Router task 5-18 Primary Phone Field property 3-7, 3-24
CTI parameters in .cfg file 2-21 PrimaryCallID event data field
for Dialogic C-8 (Aspect) B-18
for Dialogic commands C-16 Private event (Dialogic) C-19
EventHandler definitions 3-31 PrivateData event data field (Dialogic) C-23
EventLog definitions 3-43 ProcessKey command (Aspect) B-6, B-9
EventResponse definitions 3-36 Prospect CTI Server. See Aspect CTI System
for Command definitions 3-19
for Genesys A-3
for Genesys call-routing procedure 5-8
for Genesys commands A-14
specifying for commands 2-45
specifying for events 2-47

Index
Q RequestObjectInformation method
QLRR event (Aspect) B-13 (ISTService) D-15
QueryAfterAnswer event response RequestService method (ISTDriver) D-12
parameter 3-38 RequiredField command data
QueryBusComp event response parameter 3-26
parameter 3-38 ResetState command (Aspect) B-7
QueryBusComp2 event response ResetState command (Dialogic) C-12
parameter 3-38 ResetState command (Genesys) A-10
QueryBusObj event response Response event data field (Aspect) B-18
parameter 3-39 Response event handler parameter 3-31
QueryFields event response parameter 3-39 responsibilities 4-5
QueryFields2 event response RestoreContext method (ISTClient) D-10
parameter 3-39 RETRIEVE_EVENT event (Aspect) B-14
QuerySpec event log parameter 3-43 RetrieveCall command (Aspect) B-8
QuerySpec event response parameter 3-39 RetrieveCall command (Dialogic) C-13
QuerySpec2 event response parameter 3-39 RetrieveCall command (Genesys) A-10
QUEUE_EVENT event (Aspect) B-14 Ringin.wav file 2-66
QueueId special field. See @QueueId special RingTime event data field (Aspect) B-18
field Rockwell Spectrum switch 2-7
QueueTime event data field (Aspect) B-18 route point 5-20
Route Teleset Number, parameter for CTI
R Inbound Call Router task 5-20
Random special field. See @Random special route_genesys stored procedure 5-3
field route_prospect stored procedure 5-3
RCRR event (Aspect) B-13 RouteType command parameter
Reason command parameter (Aspect) B-11 (Aspect) B-10
Reason event data field (Aspect) B-18 routing inbound calls 1-3, 5-2
Receive screen pop, CTI option 2-65 RRRR event (Aspect) B-14
RefId event data field (Dialogic) C-20
ReleaseCall command (Aspect) B-7 S
ReleaseCall command (Dialogic) C-12 SADMIN demo user F-3, F-4
ReleaseCall command (Genesys) A-10 sample database 2-9, F-3
RemoteConnectStr command parameter screen pops 1-4
(Genesys) A-14 ScreeningDelay command parameter
RemoteConnectStr special field. See (Aspect) B-11
$RemoteConnectStr special field Script event response parameter 3-39
RemoteConnectStr2 special field. See ScriptParam event response parameter 3-39
$RemoteConnectStr2 special field SecOldRefId event data field (Dialogic) C-22
RemoveField method, for CTIData object SecondaryCallID event data field
type E-7 (Aspect) B-18
Request event data field (Aspect) B-18 SelectApplet command data parameter 3-26
RequestContext method (ISTClient) D-9 SelectBusComp command data
parameter 3-26

Index
SelectBusObj command data Setting:MultiTenancy parameter

parameter 3-26 (Genesys) 4-8, A-8
SelectDN commands (Genesys) A-9 Setting:UpdatePhoneStatusTable parameter
SelectParam command data parameter 3-26 and Telephone Status Administration
SelectTitle command data parameter 3-27 view 2-62
Send screen pop, CTI option 2-65 Setting:UpdatePhoneStatusTable parameter
Server Administration screen 2-20 (Aspect) B-5
Server Component Parameters view 2-20 Setting:UpdatePhoneStatusTable parameter
server component, CTI Inbound Call (Dialogic) C-11
Router 5-2 Setting:UpdatePhoneStatusTable parameter
Server parameter (Genesys) A-3 (Genesys) A-7
ServerHost parameter (Aspect) B-3 Sfs.cfg file 2-20
ServerHost parameter (Genesys) A-3 SHIFT+F11 CTI simulation keys F-6
ServerPort parameter (Aspect) B-3 shortcut menu 3-21
ServerPort parameter (Genesys) A-3 ShowStatusText method (ISTClient) D-9
Service Request option F-9 Siebel Anywhere 2-11, 2-14
Service.cfg file 2-20 Siebel applications
Service:AgentWorkMode parameter CTI middleware and 2-6
(Genesys) A-6, A-13 Siebel Bookshelf Intro-7, C-3
Service:ConnectString parameter D-12 Siebel Call Center
ServiceMethod command parameter 3-21 demo program F-4
ServiceMethod event response Siebel client, starting with CTI 2-70
parameter 3-40 Siebel CTI
ServiceParam command parameter 3-27 enabling 2-21
ServiceParam event response starting client with 2-70
parameter 3-40 Siebel CTI Connect 2-7, C-2
services. See business services configuring C-6
SetAgentWorkMode commands documentation for C-3
(Dialogic) C-14 installation for client components C-5
SetFieldValue method, for CTIData object installation for server components C-3
type E-7 limitations with Nortel Meridian
SetParameters method (ISTDriver) D-12 switch C-7
setting up the CTI Simulator F-3 running C-6
Setting:AutoLogin parameter (Aspect) 2-67, software requirements for C-3
2-72, B-5 Siebel CTI Server 5-2
Setting:AutoLogin parameter installing 5-3
(Dialogic) 2-67, 2-72, C-11 Siebel eCollaboration 2-36, 4-9
Setting:AutoLogin parameter Siebel eMail Response
(Genesys) 2-67, 2-72, A-8 demo program F-4
Setting:MultiTenancy parameter Siebel eScript 1-10, E-2
(Aspect) 4-8, B-5 Siebel Online Help 2-75
Setting:MultiTenancy parameter Siebel Replication Manager 4-25
(Dialogic) 4-8, C-11 Siebel Server Manager 5-15

Index
Siebel Server Tasks view 5-16, 5-22 STCommandType constant D-5

Siebel Service STObjectProperty constant D-7
demo program F-4 STObjectType constant D-6
Siebel SmartScript 1-10 stored procedure, for call routing 5-2, 5-3
CTI parameters for 3-41 STServiceType constant D-5
displaying CTI parameter data in 4-15 SubCommand command parameter 3-22
integrating with Siebel CTI 4-14 SubType command parameter (Aspect) B-10
invoking from event response 3-35 SubType event data field (Aspect) B-19
Siebel SupportWeb Intro-8 SupportWeb, Siebel Intro-8
Siebel Technical Support Intro-8 Swapped event (Dialogic) C-18
Siebel Thin Client for Windows 2-4, 2-11, Switch Name field
2-13 populating the List of Values for 2-22,
Siebel Tools, advanced customization 2-69, 2-28
4-16 Switch Vendor Name, parameter for CTI
Siebel Visual Basic 1-10, E-2 Inbound Call Router task 5-20
Siebel.cfg file 2-20 SwitchType parameter (Dialogic) C-8
Siebel.exe program 2-18, 2-19 Sys_ events 3-32
Siebtc.exe program 2-18, 2-19
Siemens Hicom 300E switch 2-7 T
extensions for 2-38 TalkTime event data field (Aspect) B-19
queue number for 2-38 Tclient.cfg file 2-20
SignOff command (Aspect) B-8 tclient.htm file 2-18, 2-19
SignOn command (Aspect) B-7 tclient.stc file 2-18, 2-19
SimulateCall command (Genesys) A-9 TCRR event (Aspect) B-13
SingleLog event response parameter 3-40 Team event data field (Aspect) B-19
SingleView event response parameter 3-40 TeamType event data field (Aspect) B-19
SingleView field F-7 Technical Support, Siebel Intro-8
SmartScript event response parameter 3-41 TeleEvent event data field (Genesys) A-17
SmartScript. See Siebel SmartScript Telephone Status Administration view 2-60,
SOFRR event (Aspect) B-13 A-7, B-5, C-11
SONRR event (Aspect) B-13 Teleset ID, for Aspect ACD System switch.
special commands 3-9 See standard DN
special field types 3-5 telesets, specifying 2-31
special fields 3-6 TermID event data field (Aspect) B-19
Spectrum switch. See Rockwell Spectrum TermReason event data field (Aspect) B-19
switch Thin Client for Windows 2-4
SPID, for Rockwell Spectrum switch. See thin-client limitations 2-5
standard DN ThirdParty event data field (Dialogic) C-21
SREILLY demo user F-3, F-4 ThirdPartyGroup event data field
standard DN, specifying for all (Dialogic) C-21
switches 2-37, 2-38 ThirdPartyQualifier event data field
State event data field (Dialogic) C-20 (Dialogic) C-21
Status event data field (Aspect) B-18 ThirdPartyTrunk event data field
STCommandFlag constant D-4 (Dialogic) C-21

Index
ThirdPartyType event data field UnHoldCall command (Dialogic) C-13

(Dialogic) C-20 UnHoldCall command (Genesys) A-11
ThisDN event data field (Genesys) A-17 UpdateObjectInformation method
ThisQueue event data field (Genesys) A-17 (ISTClient) D-11
ThisTrunk event data field (Genesys) A-17 UpdatePhoneStatusTable parameter
TimeInQueue event data field and Telephone Status Administration
(Genesys) A-17 view 2-62
Timeout command parameter (Aspect) B-11 UpdatePhoneStatusTable parameter
TimeStamp event data field (Dialogic) C-23 (Aspect) B-5
Title command parameter 3-22, 4-23 UpdatePhoneStatusTable parameter
toolbar buttons 4-16 (Dialogic) C-11
toolbar. See CTI toolbar UpdatePhoneStatusTable parameter
ToolTips, for CTI toolbar commands 4-19 (Genesys) A-7
TpAnswered event (Dialogic) C-18 Use1StepTransfer parameter (Dialogic) C-9
TpConferenced event (Dialogic) C-18 Use1StepTransfer parameter (Genesys) A-5
TpDisconnected event (Dialogic) C-18 UseCtxData event response parameter 3-41
TpRetrieved event (Dialogic) C-18 user names for Siebel demos F-4
TpSuspended event (Dialogic) C-19 USER_DEFINED event (Aspect) B-14
TraceLevel parameter (Dialogic) C-9 UserDataLen event data field (Aspect) B-19
TrackNode event data field (Aspect) B-19 UserId special field. See @UserId special
TrackNum event data field (Aspect) B-19 field
TrackSeq event data field (Aspect) B-19 UserMessageID event data field
TRANSFER_EVENT event (Aspect) B-14 (Aspect) B-16
TransferCall command (Aspect) B-7 UserName special field. See @UserName
TransferComplete command (Dialogic) C-14 special field
TransferComplete command
(Genesys) A-12 V
TransferInit command (Dialogic) C-13 VARIANT data type 6-12, D-3
TransferInit command (Genesys) A-11 vendor-specific CTI configuration data 2-12
TransferMute command (Dialogic) C-12 Version event data field (Aspect) B-19
TransferMute command (Genesys) A-10 View command parameter 3-22
Transferred event (Dialogic) C-18 ViewCallObject special command. See
Trunk event data field (Aspect) B-19 @ViewCallObject special command
TServer.cfg file 5-9, 5-20, A-3 views, CTI configuration See CTI
tserver.conf file 5-9, 5-20 configuration views
Type event data field (Dialogic) C-20 Visibility Applet Type field 4-6
visibility, for organization 4-5
U Visual Basic, and Adaptive CTI 6-5
Uagent.cfg file 2-20 Visual Basic, Siebel 1-10, E-2
Unavailable event (Dialogic) C-19

Index
W
.wav file 2-66
Web Call, feature of Siebel
eCollaboration 2-36, 4-9
what’s new in release Intro-5
work modes (Dialogic)
AgentAfterCallWork C-14
AgentNotReady C-14
AgentOtherWork C-14
AgentReady C-14
work modes (Genesys)
AgentAfterCallWork A-6, A-13
AgentAutoIn A-6, A-13
AgentAuxWork A-6, A-13
AgentManualIn A-6, A-13
WorkOffline parameter (Genesys) A-6

Index

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SIEBEL eBUSINESS APPLICATIONS

SIEBEL CTI GUIDE

Windows® is a registered trademark of Microsoft Corporation.

Version 6.0 Siebel CTI Guide iii

Chapter 2. Configuring Siebel CTI

iv Siebel CTI Guide Version 6.0

Importing and Exporting CTI Configuration Data . . . . . . . . . . . . . . . . . 2-52

Chapter 3. Working with CTI Commands and Events

Version 6.0 Siebel CTI Guide v

Chapter 4. Advanced Siebel CTI Configuration

Chapter 5. Configuring the Siebel CTI Server

vi Siebel CTI Guide Version 6.0

Call Routing for a Genesys Configuration . . . . . . . . . . . . . . . . . . . . . . . 5-4

Chapter 6. Writing a CTI Driver for Siebel Adaptive CTI

Version 6.0 Siebel CTI Guide vii

Appendix A. Siebel CTI and Genesys

Appendix B. Siebel CTI and Aspect

Appendix C. Siebel CTI and Dialogic

vii i Siebel CTI Guide Version 6.0

Appendix D. Siebel Adaptive CTI API Reference

Appendix E. Siebel CTI and Siebel Scripting Languages

Appendix F. Using the Siebel CTI Simulator

Version 6.0 Siebel CTI Guide ix

x Siebel CTI Guide Version 6.0

Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2

How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3

What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5

Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-6

Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-8

Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-9

Version 6.0 Siebel CTI Guide I n tr o - 1

Who Should Use This Guide Intro

This guide provides information necessary to implement and configure computer

The audience for this guide consists of:

In t ro - 2 Siebel CTI Guide Version 6.0

How This Guide Is Organized Intro

Chapter 1, “Overview,” provides an overview of how Siebel CTI works.

Chapter 4, “Advanced Siebel CTI Configuration,” describes several advanced or

Appendix C, “Siebel CTI and Dialogic,” provides Dialogic installation information

Version 6.0 Siebel CTI Guide I n tr o - 3

In t ro - 4 Siebel CTI Guide Version 6.0

What’s New in This Release Intro

This section describes new features of Siebel CTI in version 6.0.

Hoteling Telesets can be associated with computers in hoteling

Multi-tenancy Siebel CTI supports multi-tenancy, which is a call center

Version 6.0 Siebel CTI Guide I n tr o - 5

Additional Documentation Intro

The following documents provide further information on the topics addressed in

In t ro - 6 Siebel CTI Guide Version 6.0

Version 6.0 Siebel CTI Guide I n tr o - 7

Contacting Siebel Technical Support Intro

You must attend Siebel training to become a “designated contact.”

Siebel Technical Support is primarily Web-based, accessed via Siebel

Designated contacts receive read/write access to SupportWeb. All other project

To register for Siebel training, please access http://www.siebel.com/education/ and

Siebel eBusiness Customers: support@siebel.com

Americas: eBusiness: 800.214.0400 or 650.295.5724 Workgroup: 800.354.1571

Please submit technical issues and updates to Siebel SupportWeb

In t ro - 8 Siebel CTI Guide Version 6.0

Siebel Welcomes Your Comments Intro

To help us with future versions, we want to know about any corrections or

The title and version of this guide

Write to us via regular mail or email at: