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 (CCX, CCE and CUCM)
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 (CCX and CCE)
The CTI toolbar within ServiceNow also allows the agents to manage their states. The following state controls are supported,
- 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.
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.
Number of Agents
Microsoft Windows Server 2012 standard Edition x64 R2
A Windows Server 2012 64-bit or above is recommended
For more details, visit Solution Prerequisites.