Table Of Contents
Cisco CTI Driver Customization: CiscoENU.DEF
Mapping CTI Server Events to the Siebel Application
Enabling Telephone Status Functionality
Cisco CTI Driver Commands and Parameters
Cisco CTI Driver Events and Event Data
Customizing
This chapter discusses how to tailor and use the elements provided as part of integration of Cisco ICM software with Siebel eBusiness applications. It should become obvious that there is no sharp distinction between "configuration" and "customization." However, it seemed useful to separate the choices that need to be made in order to create a working system from the choices that determine precisely how that system works.
This chapter presents information on:
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The definition file CiscoENU.DEF
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Cisco CTI Driver Customization: CiscoENU.DEF
The definition file CiscoENU.DEF (Cisco ENglish USA) controls how the Siebel Client handles CTI events and generates CTI commands. After installing the Cisco CTI Driver for Siebel, this file can be found in (assuming that the default installation directory was used):
c:\Program Files\Cisco\CTI Desktop\CiscoENU.DEF
Understanding CiscoENU.DEF
The information provided here is designed to help understand what action the Cisco CTI Driver for Siebel takes and how it differs from Siebel customization specific CiscoENU.DEF file entries. (For more information regarding Siebel specific customization, see the "Customizing CiscoENU.DEF" section.)
The Cisco CTI Driver for Siebel generates CTI Server events to the Siebel application. These events are explained in the "Cisco CTI Driver Commands and Parameters" section and the "Cisco CTI Driver Events and Event Data" section. With each event, the driver passes all known call information provided by the CTI Server with each message. When the Siebel application receives an event, it uses the CiscoENU.DEF file to perform a three-step process that maps a CTI Server event to an action in the Siebel application.
Mapping CTI Server Events to the Siebel Application
When the Siebel application receives an event, first it runs the [EventHandler:...] entries in the CiscoENU.DEF file. The EventHandler results in an [EventResponse:...]. After this is run, the driver goes to the [EventLog:...] entries.
This process is explained in more detail below.
EventHandler
The first step starts with entries that begin with [EventHandler: ... ]. Each of these entries contains DeviceEvent, Order, Filter, Response lines. When the CTI Driver generates an EventAnswer event, the Siebel application will:
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The following is a section of the unmodified CiscoENU.DEF file for reference.
Example 3-1 Sample CiscoENU.DEF Section Regarding Events
In the example above, the first EventHandler entry states when an Answer event is received from the driver, go to the EventResponse:OnInsideCallReceived entry if there is any value in the Filter.SiebelCall field. The second EventHandler entry causes the next step in the mapping process to go to the EventResponse:InboundConsumerCall entry if there is any value in the Filter.CED field.
EventResponse
The second step starts with [EventResponse: ... ] entries. The response entry performs a database lookup. It also defines the Siebel business object on which to perform a query (QueryBusObj), the query specification (QuerySpec), a view to display, and the action to take if the entry queried is found or not (SingleLog and Log).
In the example shown, the Siebel application will:
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EventLog
The third step starts with [EventLog: ... ] entries. It defines whether to display an error and what to log.
Commands
The CiscoENU.DEF file also defines the action command buttons must execute. A portion is reproduced below, showing how Login works. It maps the toolbar Login button to the Device command Login. It also defines several parameters to pass with the login command, including which ECC variables to register, the agent's skill groups, and agent id, password, extension, and instrument.
Example 3-2 Sample CiscoENU.DEF Section Regarding Commands
Note
It should be clear that there are a great number of special fields, specific values, particular views, and specific database schema. Each Siebel customer customizes the database and business objects to suit their business needs. The degree of knowledge required is very high and requires a Siebel Certified Engineer.
Customizing CiscoENU.DEF
CiscoENU.DEF, as provided, is only a sample file. It will not work until you make appropriate modifications to CiscoENU.DEF and/or to Siebel Configuration Parameters through Siebel Call Center Administration. The idea is to add filter information to the CiscoENU.DEF file in order to trigger the appropriate response by the Siebel application when a call is received. The filter operates on information provided with the CTI Server message, together with other information tracked by driver.
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The following sections provide illustrative examples of what can be done by editing the out-of-the-box CiscoENU.DEF.
LogIn Command
Usually the Siebel Client is configured to automatically log in the user who is launching the application. However, there may be situations where this is not the appropriate behavior; for example, where more than one person uses the same workstation. In such a situation, the LogIn command can be reconfigured to ask the user for an ID and password. In the following example, the user is also asked to provide information regarding the telephone that will be used.
Warning
Compare the example below to the information given about the LogIn command in the "Cisco CTI Driver Commands and Parameters" section.
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Screen Pop
As an incoming call is connected to an agent, it is usually desirable to display information about the call to the agent. The agent's screen can display such information, retrieved from a database, provided that appropriate selection criteria are met. In the following example, the screen is populated with information about the caller if the CallVariable1 field from the incoming call equals the Work Phone Number of a record existing in the Contact object.
For general information on events, see the "Cisco CTI Driver Events and Event Data" section.
In the above case, if there was no match between CallVariable1 and Work Phone #, a search screen appears allowing the agent to do a search. While talking to the caller, the agent may perform a search or may simply create a new record.
Simultaneously, for tracking purposes, the call is logged—even if the caller is unknown. To do this on the Event response, the following scripts are invoked:
Table 3-1 describes the commands available to configure the CiscoENU.DEF file to do a screen pop.
Invoking a Script
The following example illustrates how you might invoke a Siebel script.
Enabling Telephone Status Functionality
The Call Center administrator is able to track all agent states, call states and attributes such as TalkingTime and CallDuration in real time using Telephone Status View from the Siebel window. In order for this functionality to work, the following needs to be included in the Cisco.ini file.
Cisco CTI Driver Commands and Parameters
Table 3-2 lists the Cisco CTI Driver commands. A section listing corresponding DEF file mapping samples for some switches follows this table.
Table 3-3 defines the parameters associated with these commands.
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Table 3-2 Cisco CTI Driver for Siebel Commands
AnswerCall
Answer the first incoming call
ChangeBusyState
ReasonCode
Toggle agent state between Ready and NotReady
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ChangeReadyState
ReasonCode
Change agent state to Ready only
ChangeNotReadyState
ReasonCode
Change agent state to NotReady only
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ChangeWorkReadyState
ReasonCode
Toggle agent state between WorkReady and NotReady
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Observe the following switch restrictions:
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ChangeWrapUpState
ReasonCode
On Aspect switches only, drops current call and changes agent state to NotReady
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ConferenceComplete
Complete the consultative conference
ConferenceInit
CallVariable1 ... CallVariable10 DialedNumber UUI CallWrapUp FacilityCode AuthorizationCode AccountCode CallPlacementType CallManner FacilityType AlertRings CallOption PostRoute NumECCVars ECC.RegECCVarName1 ... ECC.RegECCVarNameN
Begin consultative conference—the caller is put on hold, and the current agent dials another agent's extension
HoldCall
Hold current active call
LogIn
AgentID Extension Instrument Password CallVariableMask NumECCVars RegECCVar1 ... RegECCVarN NumSkillGroups SkillGroupNumber1 SkillGroupName1 SkillPriority1 ... SkillGroupNumberN SkillGroupNameN SkillPriorityN ReasonCode
Agent login
LogOut
ReasonCode
Agent logout
MakeCall
CallVariable1 ... CallVariable10 DialedNumber UUI CallWrapUp FacilityCode AuthorizationCode AccountCode CallPlacementType CallManner FacilityType AlertRings CallOption PostRoute NumECCVars ECC.RegECCVarName1 ... ECC.RegECCVarNameN
Make the outbound call
ReleaseCall
Release current call
RetrieveCall
Retrieve the original call after ConferenceInit or TransferInit
RetrieveCall is an Alternate command that allows you to switch between active calls and other calls.
For example:
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SimulateCall
CallVariable1
Simulate incoming call
TransferComplete
Complete the consultative transfer
TransferInit
CallVariable1 ... CallVariable10 DialedNumber UUI CallWrapUp FacilityCode AuthorizationCode AccountCode CallPlacementType CallManner FacilityType AlertRings CallOption PostRoute NumECCVars ECC.RegECCVarName1 ... ECC.RegECCVarNameN
Begin consultative transfer— the caller is put on hold, and the current agent dials another agent's extension
TransferMute
CallVariable1 ... CallVariable10 DialedNumber UUI CallWrapUp FacilityCode AuthorizationCode AccountCode CallPlacementType CallManner FacilityType AlertRings CallOption PostRoute NumECCVars ECC.RegECCVarName1 ... ECC.RegECCVarNameN
Make blind (single-step) transfer of the caller
UnHoldCall
Take current call off hold
UpdateCurCallData
CallVariable1 ... CallVariable10 CallWrapUp DialedNumber CED ECC.RegECCVarName1 ... ECC.RegECCVarNameN
Update the current call information.
It is recommended that this command only be invoked from within a Siebel VB or eSiebel script. See the example in the "Example of a Siebel VB Script" section.
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File Mapping Samples
The following sections list corresponding DEF file mapping samples for the Aspect, Avaya, IPCC, and Meridian switches.
Aspect
The following example illustrates mapping by pairs using ChangeReadyState and ChangeNotReadyState.
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Example 3-3 Sample Using ChangeReadyState and ChangeNotReadyState
The following example illustrates mapping by pairs using ChangeBusyState and ChangeNotReadyState.
Example 3-4 Sample Using ChangeBusyState and ChangeNotReadyState
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Avaya
The following example illustrates mapping by pairs using ChangeReadyState and ChangeNotReadyState (if WorkReady is never used explicitly).
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Example 3-5 Sample Using ChangeReadyState and ChangeNotReadyState
IPCC
The following example illustrates mapping by pairs using ChangeBusyState and ChangeWorkReadyState.
Example 3-6 Sample Using ChangeBusyState and ChangeWorkReadyState
Meridian
The following example illustrates mapping by pairs using ChangeBusyState and ChangeWorkReadyState.
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Example 3-7 Sample Using ChangeBusyState and ChangeWorkReadyState
Table 3-3 Cisco CTI Driver Command Parameters
AccountCode
String
A cost-accounting or client number used by the peripheral for charge-back purposes.
AgentID
String
The agent's ACD login ID.
AlertRings
Number
The maximum rings that the call's destination will remain alerting. Zero indicates that the peripheral default (typically 10 rings) should be used.
AuthorizationCode
String
The authorization code needed to access the resources required to initiate the call.
CallManner
String
Specifies additional call processing options. See Table 3-4.
CallOption
String
Specifies additional peripheral-specific call options. See Table 3-5.
CallPlacementType
String
Specifies how a call is to be placed. See Table 3-6.
CallVariable1 ... CallVariable10
String
Call-related variable data.
CallVariableMask
Number
A bitwise combination of CallVariable masks (see Table 3-7) corresponding to the call variables that the client wishes to receive.
CallWrapUp
String
Call-related wrap-up data.
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CED
String
Caller Entered Digits.
DialedNumber
String
Phone number (dialing pattern). Dial:FilterRule configuration parameters must be defined that filter full telephone numbers from a database so they can be handled as extensions
ECC.RegECCVarName1 ... ECC.RegECCVarNameN
String
The value contained in the named Expanded Call Context variable (see RegECCVar below). Expanded Call Context variables may consist of an arbitrary number of named variable fields, subject only to a combined total limit of 2000 bytes. These variables are available only if the Expanded Call Context feature is explicitly enabled in ICM software. For specifics on enabling, creating, and naming the ECC variables, see the Cisco ICM Software Script Editor Guide.
As an example, the command parameters associated with the LogInData ECC variables given in Section would be:
ECC.Consumer_Id ECC.CampID ... ECC.Id
Extension
Number
The agent's ACD teleset extension.
FacilityCode
String
A trunk access code, split extension, or other data needed to access the chosen facility.
FacilityType
String
The type of facility to be used. See Table 3-8.
Instrument
Number
The agent's ACD instrument number.
NumECCVars
Number
The number of registered Expanded Call Context named variables.
NumSkillGroups
Number
The number of Skill Groups (which is also the number of Skill Group Names, of Skill Group Numbers, and of Skill Group Priorities) that the agent is currently associated with.
Password
String
The agent's ACD password.
PostRoute
String (TRUE or FALSE)
When this field is set to TRUE and a DialedNumber is provided instead of a held call (blind transfer), the Post-Routing capabilities of Cisco ICM software are to be used to determine the new call destination.
ReasonCode
Number
A peripheral-specific code indicating the reason for logging out.
RegECCVar1 ... RegECCVarN
String
The registered name of an Expanded Call Context named variable.
SkillGroupName1 ... SkillGroupNameN
String
The name of an agent SkillGroup queue.
SkillGroupNumber1 ... SkillGroupNumberN
Number
The number of an agent SkillGroup queue.
SkillPriority1 ... SkillPriorityN
Number
The priority of the skill group, or 0 when skill group priority is not applicable or not available.
UUI
String
The ISDN user-to-user information.
The following tables list the values associated with certain parameters described in Table 3-3.
CallManner Values
Table 3-4 shows the possible CallManner values.
CallOption Values
Table 3-5 shows the possible CallOption values.
CallPlacementType Values
Table 3-6 shows the possible CallPlacementType values.
CallVariable Masks
Table 3-7 lists the CallVariable masks.
FacilityType Values
Table 3-8 shows the possible FacilityType values.
Table 3-8 FacilityType Values
FtUnspecified
Use default facility type.
FtTrunkGroup
Facility is a trunk group.
FtSkillGroup
Facility is a skill group or split.
Example of a Siebel VB Script
This example illustrates the use of the Cisco CTI Driver command UpdateCurCallData. For invoking a script, see the "Invoking a Script" section.
Declare Sub ShowCallData(ctiCallData as CTIData)Function ProcEventAnswer() as Integerdim ctiService as CTIServicedim ctiEventParam as CTIDatadim ctiUpdatedEventParam as CTIDataset ctiService = TheApplication.GetCTIServiceset ctiEventParam = ctiService.GetCurrentCallDataCall ShowCallData(ctiEventParam)set ctiUpdatedEventParam = ctiService.CreateDatactiUpdatedEventParam.SetFieldValue "ECC.user.bobc","Changed in Siebel VB Script..."ctiService.InvokeCommandWithData "UpdateCurCallData",ctiUpdatedEventParamProcEventAnswer = ContinueOperationEnd FunctionSub ShowCallData( ctiCallData as CTIData)dim nParamCount as integerdim strParamList as stringdim strParamName as stringdim strParamValue as stringdim nI as IntegerstrParamList =""nParamCount = ctiCallData.GetCountif nParamCount > 0 Thenfor nI=0 to (nParamCount - 1)strParamName = ctiCallData.GetFieldAt(nI)strParamValue = ctiCallData.GetFieldValue(strParamName)strParamList = strParamList & "ctiCallData(" & nI & ")=" & "<" & strParamName& "," & strParamValue & ">" & chr(13)next nIend ifMsgBox strParamListEnd SubCisco CTI Driver Events and Event Data
Table 3-9 lists the Cisco CTI Driver events. A section illustrating the EventTransferred floating part follows this table.
Table 3-10 lists the data associated with the events.
Table 3-11 lists how the Cisco CTI Driver events map to the CTI Server events.
Floating Part
The following example of a .DEF file verifies that a floating part arrives along with an event, and illustrates the values for {'PrimaryDeviceID'}, {'SecondaryDeviceID'}, {'TransferringDeviceID'}, and {'ConnectedPartyCallID1'}, which display on the Siebel FindDialog "Corporate Contact", if event data (in this case, call data) meet all filter conditions on EventHandler:TransferComplete.
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Example 3-8 Sample Using a Floating Part of DeviceEvent EventTransferred
Table 3-10 Cisco CTI Driver Event Data
ANI
String
Automatic Number Identification
CallID
String
Call identifier
CallType
String
The general classification of the call type. See Table 3-12.
CallVariable1 ... CallVariable10
String
Call-related variable data
CallWrapUp
String
Call-related wrap-up data
CED
String
Caller Entered Digits in response to IVR prompting
DialedNumber
String
The number dialed
DNIS
String
Dialed Number Identification Service
ECC.RegECCVarName1 ... ECC.RegECCVarNameN
String
The value contained in the named Expanded Call Context variable. Expanded Call Context variables may consist of an arbitrary number of named variable fields, subject only to a combined total limit of 2000 bytes. These variables are available only if the Expanded Call Context feature is explicitly enabled in ICM software. For specifics on enabling, creating, and naming the ECC variables, see the Cisco ICM Software Script Editor Guide.
LineType
String
The general classification of the line type. See Table 3-13.
UUI
String
The ISDN user-to-user information
CallTypes
Call types were mentioned in Table 3-10.
Table 3-12 shows the possible CallTypes.
LineTypes
Line types were mentioned in Table 3-10.
Table 3-13 shows the possible LineTypes.
Switch-Specific Comments
Cisco CTI Driver for Siebel currently supports the following peripherals:
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In a few cases, there are specific settings that need to be made for particular switches. This section lists those particulars.
Alcatel
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PeripheralType Parameter
A PeripheralType parameter must be included in the Cisco.INI file, namely:
Service:PeripheralType = PTAlcatel
Skill Group Information
Skill Group information must be provided as LoginData in the CiscoENU.DEF file:
NumSkillGroups
SkillGroupNumber1
SkillGroupName1
SkillPriority1
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SkillGroupNumberN
SkillGroupNameN
SkillPriorityN
Aspect
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ReasonCode
To use a specific reason code, the ReasonCode parameter must be added to the relevant [CmdData:<AgentStateChange>] in CiscoENU.DEF. For example:
Enterprise Agent and IPCC
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The agent desktop settings parameters need to be configured in the Cisco.ini file to match the ICM configuration. For example:
WrapupInMode is the wrapup mode variable for incoming calls and WrapupOutMode is the wrapup mode variable for outgoing calls. The valid values for these parameters are:
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The default value for both WrapupInMode and WrapupOutMode is REQUIRED if not included in the Cisco.ini file.
When the wrapup mode is set to REQUIRED, for either incoming or outgoing calls, the agent has no options but to go to the Wrapup state when the call ends. All agent state buttons are disabled. While in the wrapup state, the Ready and NotReady buttons should enabled for the agent to choose which state to go to once wrapup is complete.
When the wrapup mode is set to OPTIONAL, for either incoming or outgoing calls, the agent is able to enter any after call state—Wrapup, Ready or NotReady—by clicking the appropriate button.
When the wrapup mode is set to NOTALLOWED, for either incoming or outgoing calls, the agent is only able to enter the Ready or NotReady states. The wrapup button is disabled.
Nortel DMS-100
This switch is supported by CTI 4.1.9 and above.
Nortel Meridian
The Meridian does not support the NotReady state feature.
Rockwell Spectrum
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The PositionID can also be provided via the Siebel VB script on Login command.
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In order for a screenpop to function correctly, DeviceEvent needs to be customized. If Auto Answer is configured on the switch, then all DeviceEvent="EventAnswer" need to be changed to DeviceEvent="EventEstablished" throughout the ciscoENU.def file.
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Siemens Hicom
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