Siebel CRM: CTI ToolbarCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE

Integration between Cisco Contact Center and Oracle Siebel CRM.

The embedded CTI (Computer Telephony Integration) Connector provides call controls within the Siebel Communication Toolbar, eliminating the need for agents to switch between applications.

Customer information screen-pop

Any information in UCCE such as ANI, DNIS, and ECC variables can be used to pop up a customer profile.

1. Screen pop with incoming call.

2. Show multiple customers mapping a callerID or variable set from ICM.

3. Show customer details information if callerID or variable.

CTI Call controls

Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions,

  • Accept an incoming call
  • Hold/Resume/Release call
  • Consultative or blind call transfer to Siebel contacts or extensions
  • Conference call.
  • Call wrap-up

* blind transfer in case of CCX only supported in 11.6 or higher.

Agent State Controls

The CTI toolbar within Oracle Siebel CRM also allows the agents to manage their states. The following state controls are supported,

  • Login
  • Logout
  • Logout with reason code
  • Ready, Not Ready, Not Ready with reason code

Oracle Siebel gadget for Cisco Finesse

As an alternative, Siebel View can be emebeded in Cisco Finesse as a gadget.

Email and Chat

Handle Cisco UCCX non-voice channels (chat, email etc.) from within the CRM interface via CTI Toolbar by leverage on Expertflow's CCX MediaRouting Engine.

Compatibility with specific versions of Cisco Contact Center and Siebel CRM

Cisco Unified Contact Center Express (UCCX)

versions 9 and above

Cisco Unified Contact Center Enterprise (UCCE)

versions 9 and above

Cisco Packaged Contact Center Enterprise (PCCE)

versions 9 and above

Oracle Siebel CRM

versions all Siebel versions

Hardware Requirements

Upto 50 agents 51-400 agents
Server Cores 2 Cores 4 Cores
Hard Disk 10 GB 20 GB

Software Requirements

Operating System Windows Server 2012 R2 64-bit or above

The connector interacts with Cisco Contact Center on one side and Siebel Communication Server on the other side, essentially translating state changes between the two solutions. In addition, it stores temporary information used during call transfers from one agent to the other. On Siebel side, native Siebel Communication Server functionality is used. Siebel Communication Server enables a native toolbar in Siebel within the Agent's Siebel Web client.

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