Siebel CTI (Computer Telephony Integration)

7 February 2010 15,962 views 16 Comments

siebel_cti1 Siebel CTI (Computer Telephony Integration) provides voice-channel support for call center agents using Siebel Business Applications.CTI capabilities are provided through integration with third-party CTI middle ware packages, such as Avaya, Nortel Networks, Siemens.

siebel_cti

Siebel CTI provides integrated inbound, outbound, and transfer call routing based on comprehensive information about the customer, agent, channels, and service level agreements Siebel Communications Server supports communications features for Siebel Call Center, Siebel Email Response, and other Siebel Business Applications Communications channels supported for Siebel Business Applications include voice, email, Web collaboration (including Web chat and voice-over-IP), fax, page, and wireless message.

Siebel Communication Toolbar

Siebel Communication Toolbar siebel_cti_communication tool bar

Quick facts about CTI

Siebel CTI integrates the Siebel Web Client with the CTI middleware and the telephone switch through the Siebel Communications Server infrastructure Siebel CTI enables an integrated context sensitive “softphone” The telephone switch provides notification of telephony events through the CTI middleware to the Siebel Communications Server The Siebel user interacts with the telephone system with the Siebel Web Client Siebel CTI provides a validated out-of-the-box integration with Siebel CTI Connect for many telephony switch manufacturers. Siebel CTI provides the Siebel Adaptive Communications API programming layer Siebel CTI may be used with all Siebel eBusiness base applications

This is just an overview of Siebel CTI , Discussions are open for Siebel CTI . Please share your Siebel CTI related work to contact@siebeloracle.com

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16 Comments »

Rama said:

Hi Ashish,

Thanks for the post. Good overview about CTI. Keep post more about CTI functanility , Installation and integration with other applications.

Kind Regards,
Rama

# 23 February 2010 at 7:29 pm

Smita said:

Ashish,

Really needed some info regarding Avaya call routing to CTI.

Very good info.

# 3 March 2010 at 4:19 pm

Wirianto said:

Hi Ashish,

Have u ever meet with problems that the Timer counter does not stop when the call is terminated from the PABX Side?

Please Let me know if you have.

Best Regards,

# 18 March 2010 at 10:21 am

Arun said:

I am new in siebel. Could you please explain in detail of those topics written in ‘Quick facts about CTI’.

# 24 April 2010 at 7:12 pm

Ashish Kumar (author) said:

Thanks guys for your input. I will target more post on CTI.

# 5 June 2010 at 8:47 pm

Mark Laborte said:

Hi Ashish, our company have a software developed using vb6 and we are currently trying to add a very helpful feature to it.. Getting the elapsed time,hold time, status and return the string to our program.

Do you have the resource on how we can do that? We are currently on Siebel 8 and i dont know how to do it right. Please..your advise will save me my job.

Thanks muchos,
Mark L.

# 21 July 2010 at 9:14 pm

Tjikuena said:

Hi Ashish
Great post, I have a question though. Can you tell me what data are stored and where the data is stored, does the callers name and the agent's name get stored, and does the duration of the call get stored, and if the are stored where are they stored in a database or in a log file.
Please help
Rgrds

# 3 August 2010 at 3:52 pm

Ramesh Dusari said:

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Hi Tjikuena

• ANI – Automatic Network Identification – more often known as Caller Id. Identifies for the receiver the telephone number of the caller.
• DNIS – Dialed Number Identification Service – Identifies for the receiver what telephone number was dialed by the caller.
For this please navigate to

1. Site map>Administration – Communications>ANI Values
2. Site map>Administration – Communications>DNIS Values

ANI holds the info about Phone number, phone status, call center id, updated, created by, created, phone extension, Buscomp Name(Contact),Buscomp Field(ex:work phone).

DNIS Holds the info about Call Center ID, phone country code, message etc.,

Hope this helps!!

Thanks
Ramesh Dusari

# 4 August 2010 at 2:38 pm

varma said:

Hi Ashih,
good post on CTI,could u post more on it and plz post overview and more information on OneView(Gotham) application,figures and architecture.
thanx in advance,
regards,
Varma

# 29 August 2010 at 4:49 am

Mansour said:

Hi Ashish
I read your post and it intrests me a lot.
We have a project for a small company where they have a local CTI software. I was wondering if you have more information about the Siebel Adaptive Communications…
Is it in tools? where can I find examples… etc.

Thanks in advance.

# 8 November 2010 at 6:44 pm

Bala said:

Hello Ashish,
We are implementing Siebel 8.0 CTI. Customer is not liking the toolbar images that we get in OOB. Do you have any better intutive images for Siebel Toolbar? If so, please let me know.
Thanks
Bala

# 20 November 2010 at 1:38 am

chandu said:

I am a beginner for Siebel CTI can some one please send some documents to become familiar with CTI
Thanks
Chandu

# 25 November 2010 at 6:23 pm

C. Kyhl said:

Anybody work on any integrations with Switchvox?

# 19 April 2011 at 11:39 pm

Gerald said:

Siebel CTI integrates the Siebel Web Client with the CTI middleware and the telephone switch through the Siebel Communications Server infrastructure.

Siebel CTI enables an integrated context sensitive “softphone”.

The telephone switch provides notification of telephony events through the CTI middleware to the Siebel Communications Server

The Siebel user interacts with the telephone system with the Siebel Web Client

Siebel CTI provides a validated out-of-the-box integration with Siebel CTI Connect for many telephony switch manufacturers.

Siebel CTI provides the Siebel Adaptive Communications API programming layer

Siebel CTI may be used with all Siebel eBusiness base applications

# 12 September 2011 at 6:06 pm

Shreeya said:

Hi,

I wanted to know if we can get the Siebel CTI toolbar enabled on the Sales application?
Thanks,
Shreeya

# 2 November 2011 at 1:35 pm

JAS said:

Hello Ashish, Gerald and All CTI Team,
I have a quick clarification:
Using CTI functionality, a Work Item gets Created. How can I use Siebel Assignment Manager to Integrate with Work Item and Assign a SR to a Tech Support or One Best Fit).
I can Have my Rules Set in Assignment Manager. But How will the Information be passed on by a Inbound Call to Assignment Manager.
Any Info will on this case would help me to look at the best Option.
Thank You
JAS.

# 27 January 2012 at 3:23 am

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