Avaya CT for Siebel 7 · PDF fileRelated documents Issue 9.0 November 2004 7 Related documents...

Avaya CT for Siebel 7Version 3.0Administration Guide

Issue 9.0November 2004

© 2004 Avaya Inc.All Rights Reserved.

NoticeWhile reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

Documentation disclaimerAvaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

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WarrantyAvaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya�s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:http://www.avaya.com/support

Preventing toll fraud"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud interventionIf you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com/support

Providing telecommunications securityTelecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment").An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

� Use (of capabilities special to the accessed equipment)� Theft (such as, of intellectual property, financial assets, or

toll-facility access)� Eavesdropping (privacy invasions to humans)� Mischief (troubling, but apparently innocuous, tampering)� Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications securityThe final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to:

� Installation documents� System administration documents� Security documents� Hardware-/software-based security tools� Shared information between you and your peers� Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

� Your Avaya-provided telecommunications systems and their interfaces

� Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

� Any other equipment networked to your Avaya products.Avaya is a trademark of Avaya Inc.All non-Avaya trademarks are the property of their respective owners.

Third-party royalty-free license agreementsThis product and future updates and service packs to this product may contain third-party royalty-free technology which is provided to you under terms and conditions which are different from your Avaya product license agreement. A file containing these third-party royalty-free licenses, 3plirdme.txt or a similar name, is in the root directory of the product CD. Your use of this technology described in this file will be subject to the terms and conditions of such other license agreements, and not the Avaya product license agreement.

COMPASThis document is also available from the COMPAS database. The COMPAS ID for this document is 104954.

Avaya supportAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-618-8707 in the United States. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com/support

http://www.avaya.com/support

http://www.avaya.com/support

http://www.avaya.com/support/

Issue 9.0 November 2004 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Avaya CT documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Avaya CT for Siebel documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Siebel Enterprise Applications documents . . . . . . . . . . . . . . . . . . . . . . . 8

Customer support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Administering the CMS Messaging service . . . . . . . . . . . . . . . . . . . . . . . 9Required applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Assigning parent divisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Accessing the CMS Messaging service control panel . . . . . . . . . . . . . . . . . . . 11Administering CMS Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Creating a new distribution group . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Defining CMS data items for a distribution group . . . . . . . . . . . . . . . . . . . . 13Defining item properties for the distribution group . . . . . . . . . . . . . . . . . . . . 14Defining Siebel Divisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Defining agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

CMS data items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Skill items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Trunk group items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Agent items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18VDN items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Cleaning the call database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Cleaning an SQL database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Cleaning a DB2 database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Modifying agent states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Modifying the Add Agent State configuration . . . . . . . . . . . . . . . . . . . . . . . 24

Configuration parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Required parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Optional parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Manual configuration procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Avaya CT for SiebelAdministration Guide

Contents

Contents

4 Avaya CT for Siebel Administration Guide

Appendix A: Commands and events . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Parameter descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Cause value descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46OnBusy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47OnCallInitiated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47OnConference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48OnConferenced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48OnConnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49OnDisconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50OnDiverted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51OnDrop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51OnHold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51OnHoldReconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52OnIncomingCall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52OnLogin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54OnLogout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54OnOriginated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54OnRinging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55OnTransfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55OnTransferred . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Custom events with AvayaEvent and AvayaCommand . . . . . . . . . . . . . . . . . . 57

Appendix B: Quick reference for Siebel administration . . . . . . . . . . . . . . . . 59Creating a communication configuration . . . . . . . . . . . . . . . . . . . . . . . . . 60Importing the Siebel configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Associating the Siebel agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Creating a teleset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Adding an extension for the agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Appendix C: Quick reference for Avaya CT administration. . . . . . . . . . . . . . . 65Accessing the telephony server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Administering login IDs to recognize all devices. . . . . . . . . . . . . . . . . . . . . 66Adding new devices to the telephony server . . . . . . . . . . . . . . . . . . . . . . . 67Testing the telephony server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69


Preface

This document provides information necessary to administer the Avaya Computer Telephony (CT) for Siebel 7 solution. It is assumed that the full system has been installed using the Avaya CT for Siebel Installation Guide before any administration begins.

Administering the system can be as limited or comprehensive as desired. The Call Management System (CMS) Data Feed and the Agent States must be set up, but all other configuration is optional (such as setting commands and events).

Reasons for reissueThis document was reissued to include support for Siebel 7.7 and includes the following changes:

● Added LogLevel on page 34.

● Added LogFileSize on page 34

● Changed steps in Manual configuration procedure on page 38

● Added descriptions for Commands on page 40

● Changed steps in Quick reference for Siebel administration on page 59

Preface


OrganizationThis guide is organized as follows:

● Administering the CMS Messaging service on page 9

● Modifying agent states on page 23

● Configuration parameters on page 25

● Commands and events on page 39

● Quick reference for Siebel administration on page 59

● Quick reference for Avaya CT administration on page 65

Related documents


Related documentsThe following is a list of documents related to Avaya CT, Avaya CT For Siebel, and Siebel Enterprise Applications.

Avaya CT documentsThe following is a document related to Avaya CT. This document is stored on the Avaya CT CD-ROM (not provided with Avaya CT for Siebel) under the \Docs folder in the root directory.

Avaya CT for Siebel documentsThe following are documents related to Avaya CT For Siebel. These documents are stored on the Avaya CT For Siebel 7 CD-ROM under the \Docs folder in the root directory.

Avaya CT documents File name (PDF)

Telephony Services Administration and Maintenance netmangd.pdf

Avaya CT for Siebel documents File name (PDF)

User Guide user.pdf

Installation Guide install.pdf

Administration Guide admin.pdf

Preface


Siebel Enterprise Applications documentsThe following are documents related to Siebel Enterprise Application. These documents are stored on the Siebel Bookshelf CD-ROM (not provided with Avaya CT for Siebel) under the \Docs folder in the root directory.

Customer supportFor questions about Avaya CT For Siebel, customers can call the Avaya Support Center at 1-800-618-8707 and follow the voice prompts for the Siebel interface.

Siebel Bookshelf documents

Communications Server Administration Guide

Siebel Tools Guide

Application Administration


Administering the CMS Messaging service

One of the key features of Avaya CT for Siebel is the CMS Messaging service. This service works seamlessly with Siebel to scroll real-time CMS data, based on distribution groups, to different skills and agents.

This section includes the following:

● Assigning parent divisions on page 10

● Accessing the CMS Messaging service control panel on page 11

● Administering CMS Messaging on page 12

● CMS data items on page 16

● Cleaning the call database on page 20

Required applications

An Avaya CT for Siebel Administrative Tool (server) is required.



Assigning parent divisionsParent divisions are useful for masking which agents and CMS Data Items will be visible before actually creating the profiles. This is useful for defining divisions for certain agents.

1. Load the Avaya CT administration program.

2. Select CMS > Parent Divisions.

The Parent Divisions dialog box opens.

3. Enter the parent division name in the Parent Division(s) field.

Note:Note: The parent division must already exist in Siebel, and must be spelled exactly

as it is entered in Siebel.

4. Click Add.

The name is added to the Parent Division(s) list.

Note:Note: All divisions in the list are the only ones available in the CMS Messaging

service control panel. If this list is empty, all Siebel agents and divisions are available. To delete a division from the list, highlight the division, and click Delete.

Accessing the CMS Messaging service control panel


Accessing the CMS Messaging service control panelTo access the CMS Messaging control panel:

1. Select Start > Programs > Avaya CT for Siebel 7 > Administrator Tool.The Avaya CT for Siebel window opens.

2. Select Service > CMS > Broadcast Messaging.



Administering CMS MessagingBuilding and changing distribution groups are the key administration activities in setting up CMS Reporter, which keeps your Siebel agents informed. The CMS Data Feed is a control panel used to create, modify, or delete a CMS distribution group. The following figure shows the CMS Data Feed window.

The above view is accessible through the CMS Messaging service control panel. Select Administer to bring up this application (see Accessing the CMS Messaging service control panel on page 11).

Creating a distribution group involves the following:

● Creating a new distribution group on page 13

● Defining CMS data items for a distribution group on page 13

● Defining item properties for the distribution group on page 14

● Defining Siebel Divisions on page 14

● Defining agents on page 15

Administering CMS Messaging


Creating a new distribution groupTo create a new distribution group:

1. From the CMS Data Feed dialog box, select Add.

The New Group dialog box opens.

2. Enter the name for a new group.

3. Click OK.

Unless the distribution group already exists, the new distribution group will appear under the Distribution Groups view.

Defining CMS data items for a distribution groupTo define CMS data items for a distribution group:

1. From the CMS Data Feed dialog box, select the distribution group for which you want to define CMS data.

2. In the Table field, select the table in which the CMS data resides. You can choose from Skill, Agent, VDN, and Trunk Group.

3. In the Available Item(s) list box, select the items you want to add to a distribution.

4. Add the selected items to the Item(s) for Distribution list box by clicking on the right arrow between the Available Item(s) list box and the Item(s) for Distribution list box.

Note:Note: You may add items more than once using different skills/names.

You can remove items from the Item(s) for Distribution list box by highlighting the item and clicking on the left arrow between the Available Item(s) list box and the Item(s) for Distribution list box.

Note:Note: You can select another table at any time. The Item(s) for Distribution list

does not disappear when this is done. In fact, Distribution Groups can contain items from multiple tables, groups, and so on.

5. Click Close to leave the dialog.



Defining item properties for the distribution groupTo define item properties for the distribution group:

1. From the CMS Data Feed dialog box, select the distribution group for which you want to define item properties.

2. In the Item(s) for Distribution list box, select an item.

3. In the Skill/Grp field, enter the skill or group number.

Note:Note: Skills or groups must be configured in CMS custom reports to display in

Siebel.

The label in the Label field automatically sets itself to the name of the CMS item plus the skill/group number in parenthesis. To change the label, enter a name in the Label field.

4. Repeat these steps for all items in the Item(s) for Distribution list box.


Defining Siebel DivisionsSiebel Divisions must be defined within Siebel before they can be used in the administrative tool.

1. From the CMS Data Feed dialog box, select the distribution group for which you want to define Siebel divisions.

2. In the Available Division(s) box, select an item.

3. Add the selected items to the Division(s) for Distribution list box by clicking on the right arrow between the Available Division(s) list box and the Division(s) for Distribution list box.

You can remove any items from the Division(s) for Distribution list box by highlighting the item and clicking on the left arrow between the Available Division(s) list box and the Division(s) for Distribution list box.


Administering CMS Messaging


Defining agentsIndividual agents within a distribution group may also be selected. This is optional. If no agents are specified, the data will go to the entire group. If one or more agents are selected, it will go only to those agents.

1. From the CMS Data Feed dialog box, select an agent in the Available Agent(s) list box.

2. Add the selected agent to the Agent(s) for Distribution list box by clicking on the right arrow between the Available Agent(s) list box and the Agent(s) for Distribution list box.

You can remove any items from the Agent(s) for Distribution list box by highlighting the agent and clicking on the left arrow between the Available Agent(s) list box and the Agent(s) for Distribution list box.




CMS data itemsThe following data items are described in this section:

● Skill items on page 16

● Trunk group items on page 17

● Agent items on page 18

● VDN items on page 19

Skill itemsThe skill items give details about an entire skill of agents. The items are useful to evaluate the overall skill performance.

Name Definition

Abandon Calls Number of calls abandoned by the caller

Abandon Calls within Service Level Number of abandoned calls within the service level

ACD Calls Number of calls answered by an agent

Agents Available Number of agents currently in Ready mode

Agents in After-Call Work Number of agents currently in After Call Work mode

Agents in AUX-Work Number of agents currently in Auxiliary Work mode

Agents in Other State Number of agents currently in Other mode

Agents in Ring Number of agents with telephones ringing

Agents on ACD Calls Number of agents currently servicing ACD calls

Agents Staffed Number of agents currently logged into the skill

Average Abandon Time Average time for the abandoned calls

Average Speed of Answer Queue's average response time to incoming calls

Average Talk Time Average time of call for all calls received

Calls in Queue Number of calls waiting in the split/skill queue

CMS data items


Trunk group itemsThe trunk group items give details about trunks used for ACD calls.

Estimated Wait-Time at High Priority

Estimated wait time for a high priority call

Estimated Wait-Time at Low Priority

Estimated wait time for a low priority call

Estimated Wait-Time at Medium Priority

Estimated wait time for a medium priority call

Estimated Wait-Time at Top Priority Estimated wait time for a top priority call

Extension-In Calls Calls within the skill that were made

Extension-Out Calls Calls made outside of the call center

Oldest Call in Queue Time the oldest call has been waiting

Service Level Number of seconds calls must be handled within to be acceptable

Name Definition

Name Definition

Inbound Trunks Number of trunks that are busy on inbound calls

In-Use Trunks Number of trunks that are currently busy

Maintenance Busy Trunks Number of in-use trunks that are maintenance-busy

Outbound Trunks Number of trunks that are busy on outbound calls

Total Trunks Number of trunks assigned to the trunk group



Agent itemsThe agent items give details about a specific agent. These may be used to evaluate an agent's performance.

Name Definition

Abandon Calls Number of calls abandoned while ringing

Abandon Calls while on Hold Total number of calls that hung up when the agent placed the caller on hold

ACD Calls Number of calls to splits or skills handled by the agent

Agent Duration in State Amount of time which has elapsed since the agent has changed states

Agent State Current work-mode and direction

Agent Time in State Length of time agent has been in work-mode

AUX Work Reason Code Reason provided by the agent to enter Auxiliary mode

Average Abandon Time Average time callers waited before abandoning

Average Answer Time Average time for the agent to answer calls

Average Talk Time Average time it takes this particular agent to handle a call, based on the average of calls taken

Call Direction Direction of the current call

Extension Extension number of the agent

Extension-In Calls Number of intra-skill calls made by the agent

Extension-Out Calls Number of external calls from the call center made by the agent

Redirect on No-Answer Calls Calls not answered and redirected back to queue

Work Skill Skill of the call being handled

CMS data items


VDN itemsInspection of VDNs is useful to gauge phone logistics at each extension.

Name Definition

Abandon Calls Number of incoming abandoned by the caller

Abandon Calls while in Queue Number of calls abandoned while in a queue

Abandon Calls while on Hold Number of calls abandoned while on hold

Abandon Calls while Ringing Number of calls abandoned while ringing at agent

ACD Calls Number of incoming calls answered by an agent

Average Abandon Time Average Time callers waited before abandoning

Average Speed of Answer Switch-based Rolling Average Speed of Answer

Average Talk Time Average talk time for this VDN

Busy Calls Number of inbound calls given a busy signal by the communication server

Calls in Queue Number of In-Vector calls in ACD split/skill queue

Disconnected Calls Number of inbound calls disconnected by the communication server

Flow-In Calls Number of calls redirected into this VDN

Flow-Out Calls Number of inbound calls redirected to another destination

Incoming Calls Number of inbound calls directed to this VDN

Interflow-Out Calls Number of flow-out calls redirected to off-premise destination

Lookahead Attempted Calls Number of look-ahead interflow attempts to this VDN

Lookahead Completed Calls Number of look-ahead interflow completions to this VDN

Oldest Call in Queue Time the oldest call has been waiting

Redirect on No-Answer Calls Number of calls not answered and redirected back to system

Vector Vector number this VDN is assigned



Cleaning the call databaseThe Call Database is used to transfer items between agents throughout the workday, so the database is constantly expanding. The data stored is often a temporary measure and rarely does more than take up space in the database.

Avaya recommends that you regularly clean the database to delete old data files and keep the database down to a manageable size. If a large number of data files are generated (over 50000 rows), you should schedule this job to run every four to eight hours or screen pop latency will occur. To set up a cleaning more than once a day, you must make custom changes to sp_CleanTable and have a database lock timeout setting that allows cleaning during busy hours.

Cleaning an SQL database

Note:Note: All data entered in this procedure is case sensitive.

To create and run a script that cleans the call database:

1. Start the SQL Enterprise Manager.

2. Expand the SQL Server that the Call Database was created on.

3. Expand the Management folder.

4. Expand the SQL Server Agent folder.

5. Right click on Job and select New Job�.

The New Job Properties dialog box opens.

6. Click the General tab.

7. In the Name field, enter:

Clean CallData Table

8. In the Category field, select Database Maintenance.

9. In the Owner field, select sa.

10. Click the Steps tab.

11. Click on New�.

The Edit Job Step dialog box opens.

12. In the Step name field, enter:

exec sp_CleanTable

Cleaning the call database


13. In the Type field, select Transact-SQL Script (TSQL).14. In the Database field, select the name of the database that was used in the Call DB

Builder (for example, CALLDATA).

15. In the Command field, enter:

EXEC sp_CleanTable

16. Click OK.

17. Click the Schedules tab.

18. Click New Schedule�.


Daily Clean Out of Call Data Table

20. Select Recurring and click Change�.

21. In the Occurs field, select Daily.

22. Select an appropriate time for this to run. Avaya recommends that you run the cleanup at midnight unless you are creating a special program to run more than once a day.

23. Click OK.

24. Click OK.

25. Click OK.

26. The job is now scheduled. Click on the job.

27. Right click on the job and select Start Job.

This runs a test of cleaning the database to confirm that you have administered the process correctly.

28. Right click on the job and select Job History to view the results.

! Important:! Important:Important: The Computer Telephony Integration (CTI) database recovery model should

be set to �simple� if the database is not being backed up on a scheduled basis. Do this to prevent the transaction logs from growing so large that it would cause the database server to stop.

Cleaning a DB2 database

Note:Note: All data entered in this procedure is case sensitive.

To create and run a script that cleans the call database:

1. Open up script center.



2. In the Instance field, enter:

DB2


Clean CallData Table

4. In the Script Description field, enter:

Clean Call Database Table

5. In the Script Type field, enter:

DB2

6. In the last script entry box, enter the following lines as shown:

connect to CTI user CVCTUSER using CVCTPASSWORD

call sp_cleantable()

disconnect CTI

7. Click OK.

8. Right click the script you just created.

A menu opens.

9. Click Schedule.

10. Select an appropriate time for this to run. Avaya recommends that you run the cleanup at midnight unless you are creating a special program to run more than once a day.


Modifying agent states

The Change Agent State applet allows the Avaya CT for Siebel Agents to select the current work mode from a pick-list applet. The Auxiliary Work mode may also be customized with Reason Codes, allowing the agent to file the cause for entering Aux Work mode. These codes will be filed within the CMS.

The following figure shows the Set Agent State as it appears in a Avaya CT for Siebel client. The Mode column denotes the value entered in the Agent State field, and the Description column denotes the string entered as the Display Value field.

Modifying the Add Agent State configuration on page 24 shows you how to properly configure the applet for agent states.

Note:Note: This applet was set up, using default values, during the installation process.

Modifying agent states


Modifying the Add Agent State configurationTo modify the valid agent states:

Note:Note: To modify the valid agent states, the Avaya CT for Siebel applets must be

installed.

1. Select Start > Programs > Avaya CT for Siebel 7 > Administrator Tool.The Avaya CT for Siebel window opens.

2. Enter the Administrative Tool and choose Service > Wizard > Add Agent States.

3. Enter the Siebel login when prompted.

The Add Agent States dialog box opens.

4. Select an Agent State.

The Agent State field has the valid work codes. These are the codes fed into the CMS, not the codes shown to the agents. Additional Aux Reason codes (that is, more than 10) may not be added. All numbers are Aux Reason codes.

5. Enter a Display Value.

The Display Value is the name of the code, which will appear in the Agent's pick-list. For the Aux Reason codes (numerical Aux Code/Agent States), a quick description must be entered.

6. Select Active to activate the agent state.

7. Click OK.

The agent state is added to the system.


Configuration parameters

The Avaya CT for Siebel package has several configuration parameters that instruct the application how to operate. They are similar to �preferences� in other applications. Avaya CT for Siebel offers many parameters that can be used to configure the system to meet user requirements.

This section contains the following information:

● Required parameters on page 26

● Optional parameters on page 28

● Manual configuration procedure on page 38

The following information is provided for each parameter:

● Description

● Valid settings

● Default value, if applicable



Required parametersThe parameters in this section are required. Avaya CT for Siebel does not start without these parameters.

Configuration - The Configuration parameter determines whether a new driver instance will be created or not. On any new agent login, the driver checks to see if it already has a driver instance by that name, in which case it does not create a new instance. Avaya recommends that you use a different Driver:Configuration name for each configuration.

CVCTPassword - The CVCTPassword parameter instructs Avaya CT for Siebel what password to use when logging on with the username specified in the Driver:CVCTUSER parameter. If Integrated Security is in use, this field should be omitted.

CVCTUSER - The CVCTUSER parameter instructs Avaya CT for Siebel what user with which to log in. If Integrated Security is in use, the $NT$ value will need to be used.

Name Driver:Configuration

Type String

Values <Open>

Name Driver:CVCTPassword

Type String

Values <Open>

Name Driver:CVCTUSER

Type String

Values <Open>

Required parameters


DNList - This is the station extension that represents the agent's telephone extension. The value indicates that this is taken from a variable in Siebel.

LicensePath - This is the fully-qualified path name to the registration file (for example, <server_name>/path).

Server - This is the T-Link name of the primary Avaya CT server. The T-Link contains the server name, and is formatted as follows:

VENDOR#NODE#SERVICE#SERVER

(ex. AVAYA#AVAYA_ECS#CSTA#CTSERVER)

Name Service:DNList

Type String

Values {@DNList}

Name Driver:LicensePath

Type String

Values <Open>

Name Driver:Server

Type String

Values <Open>



Optional parametersThe parameters in this section are optional. Avaya CT for Siebel starts without these parameters, but they can be used to enhance functionality.

AgentID - This is the switch ID of the agent. The value indicates that this is taken from a variable in Siebel.

AgentLogoutOnExit - This parameter, if set to TRUE will log the agent out of the switch when they log out of Siebel.

AgentPin - This is the switch password of the agent. The value indicates that this is taken from a variable in Siebel.

Name Service:AgentID

Type String

Values {@AgentId}

Name Service:AgentLogoutOnExit

Type Boolean

Values TRUE, FALSE

Default FALSE

Name Service:AgentPin

Type String

Values {@AgentPin}

Optional parameters


AutoLoginAgent - This feature, if set to TRUE, logs the agent into the switch when the agent logs in to Siebel.

BackupCTIDSN - This is the name of the system ODBC Data Source Name that is used to access the backup CTI database.

BackUpCTIDSNPassword - The BackUpCTIDSNPassword parameter is the password for backup Call Database for BackUpCTIDSNUSER.

BackUpCTIDSNUSER - The value of this parameter must be the name of the administrative user that was originally used when creating the database. If specified, this value is used by the driver to connect to the database. If no value is specified, then this value defaults to the value of the CVCTUSER parameter.

BackUpCVCTPassword - The BackUpCVCTPassword parameter instructs Avaya CT for Siebel what password to use when logging on to the backup Tserver with the username

Name Service:AutoLoginAgent

Type Boolean

Values TRUE, FALSE

Default FALSE

Name Driver:BackupCTIDSN

Type String

Values <Open>

Name Driver:BackUpCTIDSNPassword

Type String

Values <Open>

Name Driver:BackUpCTIDSNUSER

Type String

Values <Open>



specified in the Driver:CVCTUSER parameter. If Integrated Security is in use, this field should be omitted.

BackUpCVCTUSER - The BackUpCVCTUSER parameter instructs Avaya CT for Siebel what backup user with which to log in. If Integrated Security is in use, the $NT$ value will need to be used.

BackUpLicensePath - This is the fully-qualified path name to the registration file (for example, <server_name>/path) on the backup server.

BackupServer - This is the T-Link name of the secondary Avaya CT server. The T-Link contains the server name, and is formatted as follows:

VENDOR#NODE#SERVICE#SERVER

(ex. AVAYA#AVAYA_ECS#CSTA#CTSERVER)

Name Driver:BackUpCVCTPassword

Type String

Values <Open>

Name Driver:BackUpCVCTUSER

Type String

Values <Open>

Name Driver:BackUpLicensePath

Type String

Values <Open>

Name Driver:BackupServer

Type String

Values <Open>

Optional parameters


CTIDBPoolSize - The number of database connections to initialize between the driver and the database server.

CTIDSN - This is the name of the system ODBC Data Source Name that is used to access the CTI database.

Note:Note: The CTIDSN parameter is required for bookmark transfers.

CTIDSNPassword - The CTIDSNPassword parameter is the password for Call Database for CTIDSNUSER.

CTIDSNUSER - The value of this parameter must be the name of the administrative user that was originally used when creating the database. If specified, this value is used by the driver to connect to the database. If no value is specified, then this value defaults to the value of the CVCTUSER parameter.

Name Driver:CTIDBPoolSize

Type Integer

Values 1-20

Default 1

Name Driver:CTIDSN

Type String

Values <Open>

Name Driver:CTIDSNPassword

Type String

Values <Open>

Name Driver:CTIDSNUSER

Type String

Values <Open>



Debug - This is used to define what level of logging is done for database problems.

DefaultAgentAvailState - This instructs Avaya CT for Siebel what available state to toggle the agent into upon logging in.

● MANUAL_IN: Toggles from not available to available (Manual In)

● AUTO_IN: Toggles from not available to available (Auto In)

DefaultAgentStateAtLogin - This places the agent into a specified state when the agent logs in.

Name Driver:Debug

Type Boolean

Values 0 - No logging is done1 - Logging to the call database2 - Logging to DBWin323 - Logging to the call database and DBWin32

Default 0

Name Service:DefaultAgentAvailState

Type String

Values MANUAL_IN, AUTO_IN

Default MANUAL_IN

Name Service:DefaultAgentStateAtLogin

Type String

Values AUX, MANUAL_IN, AUTO_IN, ACW

Default AUX

Optional parameters


DefaultAgentUnavailState - This instructs Avaya CT for Siebel what state to toggle the agent into when the �Not Ready� button is used.

HasDeflect - This turns on the deflect call feature. This parameter is closely related to the Service:HasSAC parameter. The driver does not allow both HasSAC and HasDeflect to be enabled. If both are set to TRUE, HasSAC takes precedence.

HasPendingWorkMode - This parameter enables the Pending Work mode feature. The default value is FALSE. This may be turned on only if the appropriate license is purchased.

HasSAC - This parameter turns on the Send All Calls feature for all agents that are members of this configuration.

Name Service:DefaultAgentUnavailState

Type String

Values AUX, ACW

Default AUX

Name Service:HasDeflect

Type Boolean

Values TRUE, FALSE

Default FALSE

Name Service:HasPendingWorkMode

Type Boolean

Values TRUE, FALSE

Default FALSE

Name Service:HasSAC

Type Boolean



LogDSN - This is the name of the system ODBC Data Source Name that is used to access the Logging database.

Note:Note: The LogDSN parameter is required for DB logger.

LogLevel - This parameter sets the logging-level flag for debugging purposes.

LogFileSize - This parameter restricts the log file size. If you set the value to 2 MB or lower, the system uses the default value. When files exceed the LogFileSize you have set, the system renames the file to filename.old and creates a new file with the same filename.

LoggingPrefix - This parameter tells the driver to log CTI information for this agent in the Log database. If this parameter is set, the agent extension must start with this value in

Values TRUE, FALSE

Default FALSE

Name Driver:LogDSN

Type String

Values <Open>

Name Service:LogLevel

Type Integer

Values 1 - LOG_ERROR2 - LOG_WARNING3 - LOG_INFO4 - LOG_DEBUG

Default 4

Name Service:LogFileSize

Type String

Values Integer

Default 2 MB

Optional parameters


order for these values to be logged. For example, if the agent extension is 12345 and logging prefix is set to �LOG,� the extension set in the Siebel teleset must read LOG12345. If loggingPrefix is set to NULL (��), no logging will take place.

LogPwd - This is the password for the LogUser database account.

LogUser - This is the name of the user that has permission to access the Database logger tables.

MaxNoOfThreads - This is the maximum number of threads that the driver will create to process commands and events. Once this number is reached, jobs wait until a thread becomes available.

! CAUTION:CAUTION: If this number is exceeded by an agent, the result may severely affect the

server performance.

Name Service:LoggingPrefix

Type String

Values not NULL

Default NULL

Name Driver:LogPwd

Type String

Values <Open>

Name Driver:LogUser

Type String

Values Open

Name Driver:MaxNoOfThreads

Type Integer



NoOfInitialThreads - This is the number of threads that the driver creates on startup to process jobs. The maximum value is limited by the value of the MaxNoOfThreads parameter.

QueueID - This is the queue that the agent will log into in a non-EAS environment.

SQLType - This value determines whether the call database is using SQL or DB2.

TimeoutExtraThreads - This value determines how long threads not created at startup remain after sitting idle in the thread pool.

Values > than NoOfInitialThreads parameter setting

Default 500

Name Driver:NoOfInitialThreads

Type Integer

Values 1 to <= MaxNoOfThreads parameter setting

Default 10

Name Service:QueueID

Type String

Values {@QueueId}

Name Driver:SQLType

Type String

Values MSSQL, DB2

Default MSSQL

Name Driver:TimeoutExtraThreads

Type Integer

Optional parameters


TSIsAliveInt - This is the time in seconds that the driver waits between polls to the Tserver to see if service is still up.

VoiceMail - This is the value of the voice mail extension that calls are deflected to when a phone number parameter is not passed with the deflect call command from Siebel. If this parameter is not set and no phone number is passed from Siebel, the deflect call command fails and the call remains at the station.

Values <Open>

Default 500

Name Driver:TSIsAliveInt

Type Integer

Values <Open>

Default 120

Name Service:VoiceMail

Type Integer

Values <Open>



Manual configuration procedureTo configure the system manually:

1. Launch the Siebel application.

2. Click the Home tab.

3. Go to the Site Map by pressing Ctrl+Shift+A.

4. Do one of the following actions:

● For Siebel 7.7, select Administration - Communications.

● For all other Siebel versions, select Communication Administration.

5. Select All Configurations.

6. Select New.

The Configurations View dialog box opens.

7. Enter the name of the configuration.

8. Save the configuration by doing one of the following:

● Move the cursor off the configuration.

● Select File > Save Record.

● Enter Ctrl+S.

9. Click Import Config.

The Import Configuration warning dialog box opens.

10. Click Next to continue.

The Import Configuration elements selection dialog box opens.

11. Select all check boxes and Browse to the AVAYA.DEF location.

12. Click OK.


Appendix A: Commands and events

This section describes the Avaya CT for Siebel commands and events. It also provides more information about the actual workings of the software. Neither the administrator nor the user must master this information, but it provides some research reference.


● Commands on page 40

● Events on page 43

● Custom events with AvayaEvent and AvayaCommand on page 57

Commands and events


CommandsThis section details the commands (DeviceCommand) and all respective parameters supported by Avaya CT for Siebel.

Note:Note: Commands that have the <Open> parameter allow data attachments. An

unlimited number of data attachments can be attached to a call. These attachments can be up to 8KB in size. For commands with the UUI field, only 96-bytes of data can be stored.

DeviceCommand Description Parameters Need?

AfterCallWork Puts the agent in the ACD After Call Work mode. This work mode allows the agent to complete the processing of the previous call and prevents the agent from receiving new calls.

None <Varies>

AnswerCall Answers an alerting incoming call.

None <Varies>

AutoIn Puts the agent in ACD auto-in mode. In this mode, the agent is automatically made available to receive a new ACD call immediately after ending each call.

None <Varies>

AuxReason Changes the reason code while the agent is unavailable. The agent uses this command if his or her reason for being unavailable changes.

ReasonCode Required

Description Optional

CancelForwardCall Cancels the call forwarding that is in effect for the agent.

None <Varies>

ChangeNotReadyState Makes the agent unavailable for incoming calls.

None <Varies>

ConferenceComplete Completes the conferencing of a call.

None <Varies>

Commands


ConferenceInit Initiates a consult conference call.

PhoneNumber Required

<Open> <Varies>

ConferenceMute Performs a one-step, or blind, conference call.


UUI Optional

<Open> <Varies>

ForwardCall Establishes the call forwarding of incoming calls for the agent.


<Open> <Varies>

HoldCall Puts a call on hold. None <Varies>

LogIn Logs the agent into the ACD. AgentId Required

AgentPin Required

ACDQueue Optional

LogOut Logs the agent out of the ACD.

None <Varies>

MakeCall Places an outgoing call. PhoneNumber Required

UUI Optional

<Open> N/A

ManualIn Puts the agent in ACD manual-in mode. In this mode, the agent must manually make herself or himself available to receive a new ACD call after ending each call.

None <Varies>

ReleaseCall Hangs up the call. None <Varies>

RetrieveCall Retrieves a call while a consult call is in progress.

TrackingID <Varies>

SendDTMF Selects an option from the dial pad.

Digits Required

SetAgentState Selects a state for the agent. None One is required

TransferComplete Completes the transfer of a call.

None <Varies>


Commands and events


TransferInit Initiates a consult transfer of a call.


UUI Optional

<Open> <Varies>

TransferMute Initiates a one-step, or blind, transfer of a call.


UUI Optional

<Open> <Varies>

UnHoldCall Takes a call off hold. None <Varies>


Events


EventsThe following events (DeviceEvent) and all respective parameters are supported by Avaya CT for Siebel:

● OnBusy on page 47

● OnCallInitiated on page 47

● OnConference on page 48

● OnConferenced on page 48

● OnConnect on page 49

● OnDisconnect on page 50

● OnDiverted on page 51

● OnDrop on page 51

● OnHold on page 51

● OnHoldReconnect on page 52

● OnIncomingCall on page 52

● OnLogin on page 54

● OnLogout on page 54

● OnOriginated on page 54

● OnRinging on page 55

● OnTransfer on page 55

● OnTransferred on page 56

Parameter descriptionsThe following table contains descriptions of the event parameters.

Parameter Description

<Open> Events that have the <Open> parameter allow the system to receive data attachments from other agents.

AddedDevice The device that was added to the conference.

Commands and events


AgentDevice Physical extension to be used by the agent.

AgentID The AgentID that is assigned to the agent that is logged in.

AgentPassword The password of the agent defined in the switch.

ANI The calling number of the call.

CallID The call ID.

CallingLength The number of digits in the CallingDevice number.

CallType The call type.

Cause The cause for the event. The value is equivalent to type CSTAEventCause_t.

CollectedDigits The digits that were collected in the switch.

CollectVDN The VDN at which the digits were detected, not the VDN where they were collected.

ConnectType Type of connection (inbound/outbound) for a particular call.

Device The station extension that initiated the transfer.

DistributingDevice The original distributing device of the call.

DNIS The called number of the call.

FlexibleBilling Indicates whether billing options are allowed for the call.

GroupID ID of group to which the agent belongs.

IIDigits A number value that specifies the callOriginatorType of the call originator such as coin call, 800-service call, or cellular call. This information is from the network, not from an Avaya switch. The type is defined in the Bellcore publication, Local Exchange Routing Guide, TR-EOP-000085.

NewCallID The resulting call ID that identifies the conference call.

NumberOfParties The number of parties on the completed conference call.

OldCallID The call ID that went away as result of the conference.

OrigANI The calling device (ANI) of the call ID that was released as a result of the merge.

OrigCalledDevice The called number of the call ID that was released as a result of the merge.


Events


OrigCallingDevice The calling device (ANI) of the call ID that was released as a result of the merge.

OrigCollectedDigits The collected digits associated with the call ID that was released as a result of the merge.

OrigCollectVDN The collect VDN associated with the call ID that was released as a result of the merge.

OrigDNIS The called number of the call ID that was released as a result of the merge.

OrigReason The reason associated with the call ID that was released as a result of the merge.

OrigUCID The universal call ID associated with the call ID that was released as a result of the merge.

OrigUUI The User to User Information associated with the call ID that was released as a result of the merge.

PhoneState Current state of the phone.

Queue The extension number of the queue that distributed the call.

Reason The reason for the event. This contains more specific information than Cause. The value is equivalent to type CSTAReasonCode_t.

RedirectionDevice The last redirection device.

Split An ACD split/skill extension on switch.

TransferredToDevice The device that was the target of the transfer.

TrunkGroup The trunk group number that the call arrived on. This parameter will only be provided if the Calling Device is not available.

TrunkMember The trunk group member number that the call arrived on. This parameter will only be provided if the Call Device is not available.

UCID The universal call ID.

UUI The User-to-User Information.


Commands and events


Cause value descriptionsThe following list of Cause values were accurate at the time of publication. Please see Avaya Computer Telephony Programmer�s Guide for DEFINITY ECS for the latest list of Cause values.

Parameter Values

Cause 1 (EC_ACTIVE_MONITOR)2 (EC_ALTERNATE)3 (EC_BUSY)4 (EC_CALL_BACK)5 (EC_CALL_CANCELLED)6 (EC_CALL_FORWARD_ALWAYS)7 (EC_CALL_FORWARD_BUSY)8 (EC_CALL_FORWARD_NO_ANSWER)9 (EC_CALL_FORWARD)10 (EC_CALL_NOT_ANSWERED)11 (EC_CALL_PICKUP)12 (EC_CAMP_ON)13 (EC_DEST_NOT_OBTAINABLE)14 (EC_DO_NOT_DISTURB)15 (EC_INCOMPATIBLE_DESTINATION)16 (EC_INVALID_ACCOUNT_CODE)17 (EC_KEY_CONFERENCE)18 (EC_LOCKOUT)19 (EC_MAINTENANCE)20 (EC_NETWORK_CONGESTION)21 (EC_NETWORK_NOT_OBTAINABLE)22 (EC_NEW_CALL)23 (EC_NO_AVAILABLE_AGENTS)24 (EC_OVERRIDE)25 (EC_PARK)26 (EC_OVERFLOW)27 (EC_RECALL)28 (EC_REDIRECTED)29 (EC_REORDER_TONE)30 (EC_RESOURCES_NOT_AVAILABLE)31 (EC_SILENT_MONITOR)32 (EC_TRANSFER)33 (EC_TRUNKS_BUSY)34 (EC_VOICE_UNIT_INITIATOR)

Events


OnBusyThis event occurs when a station places a call to a busy destination.

OnCallInitiatedThis event occurs when a station is taken off-hook and receives dial tone.

Parameter Values Status

CallID <VARIES> Required

Cause See Cause value descriptions on page 46 for a list of Cause values.

Required

Device <VARIES> Required

DNIS <VARIES> Required




Required


<Open> <VARIES> Optional

ConnectType 1 = Outbound2 = Inbound3 = Unknown

Optional

UCID <VARIES> Optional

Commands and events


OnConferenceThis event occurs when a monitored call is successfully conferenced either manually using the telephone set or through CTI.

OnConferencedThis event occurs when a monitored call is successfully conferenced either manually using the telephone set or through CTI. The parameters for this event are identical to OnConference on page 48.


AddedDevice <VARIES> Required


Required


NewCallID <VARIES> Required

NumberOfParties <VARIES> Required

OldCallID <VARIES> Required

DistributingDevice <VARIES> Optional

OrigCalledDevice <VARIES> Optional

OrigCallingDevice <VARIES> Optional

OrigCollectedDigits <VARIES> Optional

OrigCollectVDN <VARIES> Optional

OrigReason <VARIES> Optional

OrigUCID <VARIES> Optional

OrigUUI <VARIES> Optional


Events


OnConnectThis event occurs when a call connects to a station or external party.


ANI <VARIES> Required


CallingLength <VARIES> Required


Required

ConnectType INBOUNDOUTBOUND

Required



PhoneState ALERTINGINITIATEDCONNECTEDHELDIDLEUNKNOWN

Required

RedirectionDevice <VARIES> Required


CallType ACDDIRECT

Optional

CollectedDigits <VARIES> Optional

CollectVDN <VARIES> Optional


FlexibleBilling <VARIES> Optional

IIDigits <VARIES> Optional

OrigANI <VARIES> Optional



Commands and events


OnDisconnectThis event occurs when the monitored station drops and is no longer part of the call. The OnDrop event is sent if a party other than the monitored party drops from a call such as in the case of a conference call.

OrigDNIS <VARIES> Optional




Queue <VARIES> Optional

Reason <VARIES> Optional

Split <VARIES> Optional

TrunkGroup <VARIES> Optional

TrunkMember <VARIES> Optional


UUI <VARIES> Optional





Required



Events


OnDivertedThis event occurs when a call is diverted from a monitored station or VDN to another station or monitored VDN.

OnDropThis event occurs when a party other than a monitor station drops off the call. The parameters for this event are identical to OnDisconnect on page 50.

OnHoldThis event occurs when a call is placed on hold either manually from the telephony set or through a CTI capability.




Required


Parameters Values Status



Required


Required


Commands and events


OnHoldReconnectThis event occurs when a held call is retrieve either manually from the telephone set or through a CTI capability.

OnIncomingCallThis event occurs when a call arrives at a monitored station and begins to alert the station.




Required





CallingLength <VARIES> Required


Required


Required



PhoneState ALERTINGINITIATEDCONNECTEDHELDIDLEUNKNOWN

Required

Events


RedirectionDevice <VARIES> Required

CallType UNKNOWNACDDIRECTROUTE

Optional

CollectedDigits <VARIES> Optional

CollectVDN <VARIES> Optional


FlexibleBilling <VARIES> Optional

IIDigits <VARIES> Optional

OrigANI <VARIES> Optional



OrigDNIS <VARIES> Optional




Queue <VARIES> Optional

Reason <VARIES> Optional

Split <VARIES> Optional

TrunkGroup <VARIES> Optional

TrunkMember <VARIES> Optional




Commands and events


OnLoginThis event occurs when an agent logs in to the system.

OnLogoutThis event occurs when an agent logs out of the system.

OnOriginatedThis event occurs when a caller at a monitored station finishes dialing a number and places a call.


AgentDevice <VARIES> Required

AgentID <VARIES> Required

AgentPassword <VARIES> Required

GroupID <VARIES> Required


AgentDevice <VARIES> Required

AgentID <VARIES> Required

GroupID <VARIES> Required




Events


OnRingingThis event occurs when a call alerts a non-monitored station. The parameters for this event are identical to OnIncomingCall on page 52.

OnTransferThis event occurs when a monitored call is successfully transferred.


Required


Required




AgentID <VARIES> Optional





Required


NewCallID <VARIES> Required

OldCallID <VARIES> Required

TransferredToDevice <VARIES> Required


OrigCalledDevice <VARIES> Optional

Commands and events


OnTransferredThis event occurs when a monitored call is successfully transferred. The parameters for this event are identical to OnTransfer on page 55.

OrigCallingDevice <VARIES> Optional








Custom events with AvayaEvent and AvayaCommand


Custom events with AvayaEvent and AvayaCommand

This optional feature allows the administrator to create a custom event for client-side operation. When this custom event is triggered, a customized response occurs on the Siebel client.

Below is an example of a custom event. The following script (SaveCallData) saves the current call data and sets the parameter EventToRaise to AvayaEvent. This call data is passed via AvayaCommand.

1. Enter the following script in Application Siebel Universal Agent Script in Siebel Tools.

2. Associate the script, using EventHandler and EventResponse, with an event in the Siebel configuration. For example, if you associate the script with the OnIncomingCall event, the call data is saved and the EventToRaise parameter is set for every incoming call to that Siebel client.

Option ExplicitGlobal CData(100, 100) as StringGlobal DataCount as Integer

Function SaveCallData() as Integer

Dim CTI as CTIServiceDim Data as CTIDataDim x as IntegerDim FieldName

set CTI = TheApplication.GetCTIServiceset Data = CTI.GetCurrentCallData

DataCount = Data.GetCountDataCount = DataCount - 1

For x = 1 to DataCountFieldName = Data.GetFieldAt(x)CData(x,1) = FieldNameCData(x,2) = Data.GetFieldValue(FieldName)

next x

DataCount = DataCount + 1

CData(DataCount,1) = "EventToRaise"CData(DataCount,2) = "AvayaEvent"

SaveCallData = OperationComplete

End Function

Commands and events


3. Create the script to call the event just created. The following script invokes AvayaCommand with call data saved. This script can be associated with a new button added in the appropriate Siebel view.

4. Set EventHandler and EventResponse to handle the raised custom event (AvayaEvent).

Option ExplicitGlobal CData(100, 100) as StringGlobal DataCount as Integer

Sub AvayaCommand_ClickDim CTI as CTIServiceDim Data as CTIDataDim x as IntegerDim FieldName as StringDim FieldValue as String

set CTI = TheApplication.GetCTIServiceset Data = CTI.CreateData

For x = 1 to DataCountFieldName = CData(x,1)FieldValue = CData(x,2)Data.SetFieldValue FieldName, FieldValue

Next x

CTI.InvokeCommandWithData "AvayaCommand", DataEnd Sub


Appendix B: Quick reference for Siebel administration

For agents to be CTI-enabled, they must be administered for in both the Siebel and Avaya CT systems.

Note:Note: This is a quick reference only, and does not cover the operations in detail as

presented in the product documents. You are strongly advised to read the Siebel product documentation.


● Creating a communication configuration on page 60

● Importing the Siebel configuration on page 61

● Associating the Siebel agents on page 62

● Creating a teleset on page 63

● Adding an extension for the agent on page 64

Quick reference for Siebel administration


Creating a communication configurationYou should run the Siebel thin client on the Siebel server, or on another machine that has access to the oob.def file. If it is not possible to run the Siebel thin client on a machine with access to the oob.def file, use ftp or copy the oob.def file to a directory that is accessible.

! Important:! Important:Important: Save all entries before leaving a window.

To create a communication configuration:

1. Log in to the Siebel thin client as a Siebel administrator.

2. Go to the Site Map by pressing Ctrl+Shift+A.

3. Do one of the following tasks:

● For Siebel systems earlier than 7.7, go to Communication Administration > All Configurations.

● For Siebel 7.7, go to Administration - Communications > All Configurations.

4. Click New on the Configurations window menu bar.

5. Create an entry using the Name and Comments fields.

! Important:! Important:Important: Do not forget to do the following step.

6. Press Ctrl+S to save the record.

7. Continue to Importing the Siebel configuration on page 61.

Importing the Siebel configuration


Importing the Siebel configurationIn this procedure, you are going to import the oob.def file.


To import the Siebel configuration from the definition file:

1. Do one of the following:

● For Siebel 7.7, click Import.● For earlier versions, click Import Configuration.

Result: A window with the following text opens:

2. Click Next.3. Select all of the following boxes:

● Configuration Parameters● Commands● Events● Drivers & Profiles

4. Browse to the oob.def file, or to any other valid definition file.

5. Click OK.

6. Verify that each of the parameter values are correct.

Reference: For more information about these parameters, see the Siebel documentation - also called the Siebel Bookshelf.

7. In the Show field, select Communications Drivers and Profiles.

8. Verify that the driver parameters are correct.

Reference: For more information, see Configuration parameters on page 25.

9. Continue to Associating the Siebel agents on page 62.

Caution: Importing communications configuration parameters, commands and events, or communications drivers and profiles overwrites any existing configuration elements that use the same names. Click Next to proceed.



Associating the Siebel agentsThis section includes the following topics:

● Before you begin on page 62

● Procedure on page 62

Before you begin

You must have already administered your Siebel agents under the Siebel Employee Administration window and administered your database.

Related topicFor more information about administering Siebel agents, see the Siebel documentation.

Procedure


To associate the Siebel agents:

1. Select the Agents tab located on the bottom third of the window.

2. Click New under the Agents tab.

Result: The Add Agents window opens.

3. Select the agents and click OK.

4. Continue to Creating a teleset on page 63.

Creating a teleset


Creating a teleset! Important:! Important:

Important: Save all entries before leaving a window.

To create a teleset:

1. Select All Telesets under the Administration - Communications tab.

Note:Note: For Siebel systems earlier than 7.7, select All Telesets from the Show pull-

down menu near the top-left corner of the Siebel thin client.

2. Click New in the Telesets window menu bar.

3. Add the teleset as configured on the switch by entering the Agent Login and Password.


5. Click New under the Agent tab.

6. Select the Siebel agents and click OK.

The All Telesets View displays your selections.

7. Continue to Adding an extension for the agent on page 64.



Adding an extension for the agent! Important:! Important:

Important: Save all entries before leaving a window.

To add an extension for the agent:

1. Select the Extensions tab located on the bottom third of the window.

2. Click New under the Extensions tab.

3. Select the values shown in the following table.

! Important:! Important:Important: Do not forget to do the following step.


Field Value

Extension Type S

Extension Enter the extension number to be associated with this teleset.


Appendix C: Quick reference for Avaya CT administration

For agents to be CTI-enabled, they must be administered for both the Siebel and Avaya CT systems. Documents for both products show how to add agents, but for an easy reference, this chapter gives you a quick procedure for adding agents in Avaya CT.

This is a quick reference only, and does not cover the operations in detail as presented in the product documents. You are strongly advised to read the Avaya CT product documentation, Avaya CT Telephony Services Administration and Maintenance Guide.


● Accessing the telephony server on page 66

● Administering login IDs to recognize all devices on page 66

● Adding new devices to the telephony server on page 67

● Testing the telephony server on page 68

Quick reference for Avaya CT administration


Accessing the telephony serverOperations of the telephony server are independent of Siebel, even though the two programs work closely together to provide computer telephony integration. It is important that the telesets specified in Siebel match existing records in the TServer Administrator. You may also test the telephony server's operational status through Avaya CT application.

To access the telephony server:

1. In Windows, select Start > Programs > Avaya > Telephony Services Admin.

The Open Tserver dialog box opens.

2. Select a telephony server from the Tserver box.

3. Enter the telephony server Login and Password.

4. Click OK.

The Telephony Services Administrator window opens.

Administering login IDs to recognize all devicesYou can also administer login IDs to monitor all devices that may be used by the server.

To administer login IDs to monitor all devices:

1. Select Telephony Services Administrator > Users.

The User Properties dialog box opens.

2. Enter a Login and Name.

3. Select Unrestricted Access Rights.

4. Click OK.

5. Repeat this for all login IDs.

Adding new devices to the telephony server


Adding new devices to the telephony serverTo add a new teleset device:

1. Select Admin > Create Device.

2. Enter the Device ID, Device Type, and TLink Group.

3. Repeat for all devices.

4. Click Apply after each entry.

5. Click OK when finished.

Quick reference for Avaya CT administration


Testing the telephony serverIf calls do not go through, there may be a problem with the telephony server. This section describes how to test the telephony server outside of the Siebel application.

To test the telephony server:

1. In Windows, select Start > Programs > Avaya > TS Test.2. Select a telephony server from the drop-down box.

3. Enter the telephony server User Login and Password.

4. Enter a valid From extension (where the call originates).

5. Enter a valid To extension (the destination of the call).

6. Select Dial.If the test succeeds, a call success message opens.

If an error message displays, saying that the call could not complete, it is likely that the telephony server is not working. For support on repairing the telephony server, call Avaya Technical Support, 1-800-618-8707.

7. Click OK.


IndexAaccessing

Add Agent State configuration menu. . . . . . . 24CMS Messaging service control panel . . . . . . .11telephony server . . . . . . . . . . . . . . . . 66

addingnew devices to the telephony server . . . . . . . 67new distribution group . . . . . . . . . . . . . 13parent divisions . . . . . . . . . . . . . . . . 10

administeringCMS Messaging . . . . . . . . . . . . . . . 9, 12login IDs to recognize all devices . . . . . . . . 66

agent items . . . . . . . . . . . . . . . . . . . . 18Avaya CT documents . . . . . . . . . . . . . . . . 7Avaya CT for Siebel documents . . . . . . . . . . . 7AvayaCommand. . . . . . . . . . . . . . . . . . 57AvayaEvent . . . . . . . . . . . . . . . . . . . . 57

Ccleaning

DB2 database . . . . . . . . . . . . . . . . . 21SQL database . . . . . . . . . . . . . . . . . 20

CMS data items . . . . . . . . . . . . . . . . . . 16commands . . . . . . . . . . . . . . . . . . 39, 40

importing. . . . . . . . . . . . . . . . . . . . 61configuration parameters. . . . . . . . . . . . . . 25creating

teleset . . . . . . . . . . . . . . . . . . . . . 63custom events. . . . . . . . . . . . . . . . . . . 57customer support . . . . . . . . . . . . . . . . . . 8

Ddefining

agents . . . . . . . . . . . . . . . . . . . . . 15CMS data items for a distribution group . . . . . 13item properties for the distribution group . . . . . 14Siebel Divisions . . . . . . . . . . . . . . . . 14

definition file. . . . . . . . . . . . . . . . . . . . 61documents

Avaya CT . . . . . . . . . . . . . . . . . . . . 7Avaya CT for Siebel . . . . . . . . . . . . . . . 7Siebel Enterprise Applications. . . . . . . . . . . 8

Eevents . . . . . . . . . . . . . . . . . . . . . 39, 43

importing . . . . . . . . . . . . . . . . . . . . 61

Iimporting Siebel configuration . . . . . . . . . . . . 61

Mmanual configuration procedure . . . . . . . . . . . 38modifying agent states . . . . . . . . . . . . . . . 23

OOnCallInitiated . . . . . . . . . . . . . . . . . . . 47OnConference . . . . . . . . . . . . . . . . . . . 48OnConnect . . . . . . . . . . . . . . . . . . . . 49OnDisconnect . . . . . . . . . . . . . . . . . . . 50OnDiverted . . . . . . . . . . . . . . . . . . . . 51OnDrop . . . . . . . . . . . . . . . . . . . . . . 51OnHold . . . . . . . . . . . . . . . . . . . . . . 51OnHoldReconnect . . . . . . . . . . . . . . . . . 52OnIncomingCall . . . . . . . . . . . . . . . . . . 52OnLogin . . . . . . . . . . . . . . . . . . . . . . 54OnLogout . . . . . . . . . . . . . . . . . . . . . 54OnOriginated . . . . . . . . . . . . . . . . . . . 54OnRinging . . . . . . . . . . . . . . . . . . . . . 55OnTransfer . . . . . . . . . . . . . . . . . . 55, 56optional parameters . . . . . . . . . . . . . . . . 28

Qquick reference

Avaya CT administration. . . . . . . . . . . . . 65Siebel administration . . . . . . . . . . . . . . 59

Rrelated documents . . . . . . . . . . . . . . . . . . 7required

applications. . . . . . . . . . . . . . . . . . . . 9parameters . . . . . . . . . . . . . . . . . . . 26


SSiebel Enterprise Applications documents . . . . . . . 8skill items . . . . . . . . . . . . . . . . . . . . . 16support . . . . . . . . . . . . . . . . . . . . . . . 8

Ttesting the telephony server. . . . . . . . . . . . . 68trunk group items. . . . . . . . . . . . . . . . . . 17

VVDN items . . . . . . . . . . . . . . . . . . . . . 19

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