Siebel CRM: CTI Toolbar

The embedded CTI (Computer Telephony Integration) Connector in the Oracle Siebel Communication Toolbar offers call and agent state controls, reducing the need for application switching. The third-party CTI link is established on the server level between Finesse Server, and Siebel Communications Server and does not require agent-side installation/configuration. The Expertflow solution provides controls for chat and digital channels and allows agents to receive phone calls directly through a WebRTC webphone within the CRM, without the need for a physical phone.

Customer Information Screen-pop

Any customer information 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.

Oracle Siebel gadget for Cisco Finesse

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

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. The agent can perform the following actions,

  • Accept an incoming call
  • Hold/Resume/Release call
  • Consultative or blind call transfer
  • 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 ServiceNow 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

Email & Chat/ Supervisor Features

Handle non-voice channels (chat, email, etc.) from within the CRM interface via CTI Toolbar by leveraging Expertflow Hybrid Chat.

The CTI connector has a suite of features designed specifically for supervisors.

Requirements
Compatibility
Solution Components and Architecture
Siebel Communications Server (SCS) needs to be pre-installed by your Siebel consultant. This requires up to 50 agents 2 cores, 4GB RAM, and 10GB HDD. for up to 400 agents 4 cores, 4GB RAM, and 20GB HDD. We currently only support SCS on Windows Server 2012 R2 64-Bit or above. If your main Siebel installation is on Unix, you can still run SCS on Windows.
Hardware Requirements
Number of Agents vCPU vRAM vDisk
< 50 2 cores 8 GB 50 GB
< 500 4 cores 16 GB 100 GB
Software Requirements
Microsoft Windows Server 2012 standard Edition x64 R2 A Windows Server 2012 64-bit or above is recommended
For more details, visit Solution Prerequisites.
For compatibility with specific versions of Cisco Contact Center Express and Enterprise, please click here

For complete architecture, including Component level network diagram, Communication Flow Diagram, and Data-flow Diagram click here.