Siebel CTI Driver

EF Siebel Driver is an embedded Siebel Driver implementing Siebel SCAPI interface for voice. It is tested with Cisco UCCE only but assumed to work for PCCE and ~~CCX~~ as well. We can schedule a full compatibility test with any flavour provided that sales have a lead.

The solution isn't fully compatible with CCX. Even some basic functions don't work in certain scenarios.

The Driver is tested with Siebel 8.x / IP 2015 and tested with both HI and Open UI modes. Check EF Siebel Driver Compatibility Guide for more information.

The Driver supports agent State control and Call control operations. The Driver supports both inbound and outbound calling modes. For outbound, Predictive and Progressive modes are supported. Outbound Preview mode is not yet supported.

You can find the Siebel CTI User Guide covering use cases of Siebel agent and Siebel Administrator. Siebel CTI User Guide - Advanced Features covers use cases w.r.t advanced features.

For information about latest release, solution reference and related release documents

Latest Release

Integrate Siebel Inside Finesse As A Gadget

Instead of running Siebel CTI Connector inside Siebel on it's Communication toolbar, the customer may also wish to run

Knowledgebase For DevOps and Deployment Engineers

NRFU / User Acceptance Test Cases

A broad/generic list of Acceptance test cases for Siebel CTI Driver installation are covered in Siebel CTI Connector - User Acceptance Tests (UATs)

Knowledge base

Knowledge base for new Siebel CTI Developers, Presales and deployment engineers can be found at SiebelCTI Knowledgebase. Knowledge base folder contains DEF samples, technical guides, troubleshooting tips and some Oracle controlled documents.

Chat and SMS Channel Support

R&D on the Siebel side for Chat and SMS support is completed. However, Generic Connector isn't ready for multimedia capabilities yet. Once the new version of GC with multimedia capability is ready, Siebel Chat will then be fully ready.

To enable the Chat channel in Siebel, we need to enable certain business services and there are some additional configurations on the Siebel side for the same.

You can find all related documents in Siebel Chat Knowledgebase. This contains DEF samples, configuration guides and an Oracle controlled document covering necessary prerequisites.

Lab Setup

Siebel lab with Siebel IP 2015 has been setup in PK Lab and is accessible 24/7 remotely via VPN. The lab setup is explained in SiebelCTI Lab Setup.

Visit Siebel CTI FAQ for frequently asked questions.

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