Siebel CRM: CTI ToolbarCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE
Connects Cisco Contact Center (UCCX, UCCE & PCCE) with Oracle Seibel CRM for CTI (Computer Telephony Integration) call controls. The embedded Siebel Communication Toolbar allows an agent to work within a single interface without having to switch between applications.
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.