The embedded CTI (Computer Telephony Integration) Connector provides call and agent state controls within the Oracle Siebel Communication Toolbar, eliminating the need for agents to switch between applications. This third-party CTI link happens at the server level between Siebel Communications Server and Finesse Server, so no component needs to be installed/ configured on the agent's side.
What sets the Expertflow solution apart from other CRM connectors is that we also provide controls for chat and digital channels. Secondly, agents can receive phone calls directly through a WebRTC webphone embedded in your CRM, with out requiring a physically installed softphone or hardphone.
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,
- Logout with reason code
- Ready, Not Ready, Not Ready with reason code
Email and Chat
Handle non-voice channels (chat, email, etc.) from within the CRM interface via CTI Toolbar by leverage on Expertflow Hybrid Chat.
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.