Avaya CT for Siebel 7 · Related documentation September 2006 9 Related documentation This section provides a list of documents related to Avaya CT, Avaya CT for Siebel, and

Avaya CT for Siebel 7Release 4.0Administration Guide

September 2006

© 2006 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 might 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.

Link disclaimerAvaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages.

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 Avaya Support Web site:http://www.avaya.com/support

LicenseUSE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

License type(s)Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server.Shrinkwrap License (SR). With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as "shrinkwrap" or "clickwrap" license accompanying or applicable to the Software ("Shrinkwrap License"). The text of the Shrinkwrap License will be available from Avaya upon End User�s request (see �Third-party Components" for more information).

Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.

Third-party componentsCertain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site:http://support.avaya.com/ThirdPartyLicense/

Preventing toll fraud"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can 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 Support Web site:http://www.avaya.com/support

TrademarksAvaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions.

Downloading documentationFor the most current versions of documentation, see the Avaya Support Web site:http://www.avaya.com/support

COMPASThis document is also available from the COMPAS database. The COMPAS ID for this document is 121391.

Avaya supportAvaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site:http://www.avaya.com/support

http://www.avaya.com/support

http://www.avaya.com/support

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

http://support.avaya.com/LicenseInfo/

http://support.avaya.com/ThirdPartyLicense/

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

September 2006 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Reason for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Avaya CT documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Avaya CT for Siebel documentation . . . . . . . . . . . . . . . . . . . . . . . . . . 9Siebel Enterprise Applications documentation . . . . . . . . . . . . . . . . . . . . . 10

Administering the CMS Messaging service . . . . . . . . . . . . . . . . . . . . . . . 11Required applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Assigning parent divisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Accessing the CMS Messaging Service control panel . . . . . . . . . . . . . . . . . . 13Administering CMS Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Creating a new distribution group . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Defining CMS data items for a distribution group . . . . . . . . . . . . . . . . . . . . 15Defining item properties for the distribution group . . . . . . . . . . . . . . . . . . . . 16Defining Siebel Divisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Defining agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

CMS data items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Skill items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Trunk group items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Agent items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20VDN items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Cleaning the call database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Cleaning an SQL database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Cleaning a DB2 database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Modifying agent states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Modifying the Add Agent State configuration . . . . . . . . . . . . . . . . . . . . . . . 26

Configuration parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Required parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Optional parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Manual configuration procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Avaya CT for SiebelAdministration Guide

Contents

Contents

4 Avaya CT for Siebel Administration Guide

Appendix A: Commands and events . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Parameter descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Cause value descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48OnBusy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49OnCallInitiated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49OnConference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50OnConferenced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50OnConnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51OnDisconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52OnDiverted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53OnDrop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53OnHold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53OnHoldReconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54OnIncomingCall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54OnLogin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56OnLogout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56OnOriginated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56OnRinging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57OnTransfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57OnTransferred . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Custom events with AvayaEvent and AvayaCommand . . . . . . . . . . . . . . . . . . 59

Appendix B: Quick reference for Telephony Server administration . . . . . . . . . . 61Quick reference for Avaya CT administration. . . . . . . . . . . . . . . . . . . . . . . 62

Accessing the telephony server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Administering login IDs to recognize all devices. . . . . . . . . . . . . . . . . . . . . 62Adding new devices to the telephony server . . . . . . . . . . . . . . . . . . . . . . 63Testing the telephony server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Quick reference for Avaya AE Services administration . . . . . . . . . . . . . . . . . . 65Accessing the telephony server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Administering login IDs to recognize all devices. . . . . . . . . . . . . . . . . . . . . 65Adding new devices to the Avaya AE Services . . . . . . . . . . . . . . . . . . . . . 66Testing the Avaya AE Services TSAPI . . . . . . . . . . . . . . . . . . . . . . . . . 66

Appendix C: Quick reference for Siebel administration . . . . . . . . . . . . . . . . 67Creating a communication configuration . . . . . . . . . . . . . . . . . . . . . . . . . 68Importing the Siebel configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Associating the Siebel agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Creating a teleset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Adding an extension for the agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Contents

September 2006 5

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Contents


September 2006 7

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).

Reason for reissueThis document was reissued to include support for Siebel 7 with Avaya CT Server as well as Avaya Application Enablement Services (AE Services) and includes the following changes:

● Added UUIEnabled on page 38 Parameter.

● Removed LoggingPrefix, LogDSN, LogUser, LogPwd Parameters.

● Removed Avaya CT DBLogger DSN creation through Installer.

● Added support for TNT and SetCurrentWorkItem commands.

Preface


OrganizationThis guide is organized as follows:

● Administering the CMS Messaging service on page 11

● Modifying agent states on page 25

● Configuration parameters on page 27

● Commands and events on page 41

● Quick reference for Siebel administration on page 67

● Quick reference for Telephony Server administration on page 61

Related documentation

September 2006 9

Related documentationThis section provides a list of documents related to Avaya CT, Avaya CT for Siebel, and Siebel Enterprise Application.

Avaya CT documentationThe following document is related to Avaya CT. This document is stored on the Avaya CT CD-ROM (not provided with Avaya CT for Siebel).

Avaya CT for Siebel documentationThe following documents are 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 document 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

Release Notes ReleaseNotes.pdf

Preface


Siebel Enterprise Applications documentationThe following documents are related to Siebel Enterprise Applications. These documents are stored on the Siebel Bookshelf CD-ROM (not provided with Avaya CT for Siebel).

Siebel Bookshelf documents

Communications Server Administration Guide

Siebel Tools Guide

Application Administration

September 2006 11

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 topics:

● Assigning parent divisions on page 12

● Accessing the CMS Messaging Service control panel on page 13

● Administering CMS Messaging on page 14

● CMS data items on page 18

● Cleaning the call database on page 22

Required applications

An Avaya CT for Siebel Administration 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.

To add parent divisions:

1. Load the Avaya CT administration program.

2. Click 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

September 2006 13

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

1. Click Start > Programs > Avaya CvCT Integration for Siebel 7 > Administrator Tool.The Avaya CT for Siebel window opens.

2. Click 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 dialog box.

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 13).

Creating a distribution group involves the following:

● Creating a new distribution group on page 15

● Defining CMS data items for a distribution group on page 15

● Defining item properties for the distribution group on page 16

● Defining Siebel Divisions on page 16

● Defining agents on page 17

Administering CMS Messaging

September 2006 15

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 box.



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 administration 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

September 2006 17

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 18

● Trunk group items on page 19

● Agent items on page 20

● VDN items on page 21

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

September 2006 19

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

September 2006 21

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 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 New�.

The Edit Job Step dialog box opens.

12. In the Step name field, enter:

exec sp_CleanTable

Cleaning the call database

September 2006 23

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 the job.

27. Right click 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 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.

September 2006 25

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 an 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 26 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. Click Start > Programs > Avaya CvCT Integration for Siebel 7 > Administrator Tool.The Avaya CT for Siebel window opens.

2. Enter the Administrator Tool and click 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.

September 2006 27

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 28

● Optional parameters on page 30

● Manual configuration procedure on page 39

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

September 2006 29

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 License File.

Note:Note: As license is not required in case of Avaya AE Services, the path for Avaya

AE Services should be mentioned as AES.

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 For Avaya CT : <server_name>/pathFor Avaya AE Services : AES

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

September 2006 31

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 License File (for example, <server_name>/path) for Avaya CT Server. This parameter value should be AES for Avaya AE Services.

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

September 2006 33

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 the 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 reduce the number of log messages in driver log files.

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.

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

Name Driver:Debug

Type String

Values TRUE, FALSE

Default FALSE

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

Name Service:DefaultAgentUnavailState

Type String

Optional parameters

September 2006 35

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.

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

Values TRUE, FALSE

Default FALSE



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 value you have set, the system renames the file to filename.old and creates a new file with the same filename.

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:LogLevel

Type Integer

Values 1 - LOG_ERROR2 - LOG_WARNING3 - LOG_INFO4 - LOG_DEBUG

Default 1

Name Service:LogFileSize

Type String

Values Integer

Default 2 MB

Name Driver:MaxNoOfThreads

Type Integer

Values > than NoOfInitialThreads parameter setting

Default 500

Optional parameters

September 2006 37

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.

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

Values <Open>

Default 500



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

UUIEnabled - This value chooses between UUI or UCID for the bookmark transfer mechanism.

● TRUE - Switches supporting UUI (User to User Information) provides the call related bookmark data across switches using the UUI field, this is generally available when two or more switches are networked.

● FALSE -This is used whenever UUI is not available across switches. For example, if switches are not networked, call related bookmark data will be transferred using the UCID (Universal Call ID).

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.

Name Driver:TSIsAliveInt

Type Integer

Values <Open>

Default 120

Name Driver:UUIEnabled

Type Boolean

Value TRUE, FALSE

Default TRUE

Name Service:VoiceMail

Type Integer

Values <Open>

Manual configuration procedure

September 2006 39

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 and 7.8, 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 OUT_OF_BOX.def located at <Driver Install Path>\ENU (for example, C:\sea78\siebsrvr\BIN\ENU\OUT_OF_BOX.def).

12. Click OK.



September 2006 41

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 42

● Events on page 45

● Custom events with AvayaEvent and AvayaCommand on page 59

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 Parameter 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

September 2006 43

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

SetCurrentWorkItem Sets the current selected line appearance and updates the Siebel UI.

TrackingID <Varies>


Commands and events


TNT Selects an option from dial pad.It is a feature provided by a telephone service provider (for example, AT&T, MCI, and so on). In Take Back and Transfer (TNT) system, you dial * and a two-digit number to transfer a call to another office by sending the call back to the telephone service provider. The code provides information about the location to which the call needs to be routed by the service provider's system. By using this system, calls can be removed from our switch so that they don't take an incoming line and an outgoing line as they would if the calls were transferred through our switch.

Digits Required

TransferComplete Completes the transfer of a call.

None <Varies>

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

September 2006 45

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

● OnBusy on page 49

● OnCallInitiated on page 49

● OnConference on page 50

● OnConferenced on page 50

● OnConnect on page 51

● OnDisconnect on page 52

● OnDiverted on page 53

● OnDrop on page 53

● OnHold on page 53

● OnHoldReconnect on page 54

● OnIncomingCall on page 54

● OnLogin on page 56

● OnLogout on page 56

● OnOriginated on page 56

● OnRinging on page 57

● OnTransfer on page 57

● OnTransferred on page 58

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

September 2006 47

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

September 2006 49

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 48 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 telephony set or through CTI.

OnConferencedThis event occurs when a monitored call is successfully conferenced either manually using the telephony set or through CTI. The parameters for this event are identical to OnConference on page 50.


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

September 2006 51

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

September 2006 53

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 52.

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




Required





Required


Required


Commands and events


OnHoldReconnectThis event occurs when a held call is retrieve either manually from the telephony 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

September 2006 55

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

September 2006 57

OnRingingThis event occurs when a call alerts a non-monitored station. The parameters for this event are identical to OnIncomingCall on page 54.

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 57.

OrigCallingDevice <VARIES> Optional








Custom events with AvayaEvent and AvayaCommand

September 2006 59

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

September 2006 61

Appendix B: Quick reference for Telephony Server administration

This section describes the Avaya Telephony Server administration. 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.

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.


● Quick reference for Avaya CT administration on page 62

● Quick reference for Avaya AE Services administration on page 65

Quick reference for Telephony Server administration


Quick reference for Avaya CT administrationFor 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 section 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. Avaya strongly advises you to read the Avaya CT product documentation, Avaya CT Telephony Services Administration and Maintenance Guide.


● Accessing the telephony server on page 62

● Administering login IDs to recognize all devices on page 62

● Adding new devices to the telephony server on page 63

● Testing the telephony server on page 63

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 the Windows operating system, click 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.

Quick reference for Avaya CT administration

September 2006 63

To administer login IDs to monitor all devices:

1. Click 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 serverTo add a new teleset device:

1. Click 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.

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 the Windows operating system, click Start > Programs > Avaya Computer Telephony > TS Win32 Client > 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, 1-800-242-2121.



7. Click OK.

Quick reference for Avaya AE Services administration

September 2006 65

Quick reference for Avaya AE Services administration

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

This is a quick reference only, and does not cover the operations in detail as presented in the product documents. Avaya strongly advises you to read the Avaya AE Services product documentation, Avaya MultiVantage� Application Enablement Services 3.0 Administration and Maintenance Guide.


● Accessing the telephony server on page 65

● Administering login IDs to recognize all devices on page 65

● Adding new devices to the Avaya AE Services on page 66

● Testing the Avaya AE Services TSAPI on page 66

Accessing the telephony serverOperations of the Avaya AE Services are independent of Siebel, even though the two programs work closely together to provide computer telephony integration (CTI). It is important that the telesets specified in Siebel match existing records in the Avaya AE Services Administrator. You may also test the Avaya AE Services' operational status through Operations, Administration, and Management (OAM).

To access the Avaya AE Services:

1. Open Internet Explorer.

2. Open the AE Services OAM login page.

3. Enter UserName and Password to login.

The AE Services OAM home page opens.

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

http://ctisupport.usae.avaya.com/ps/aeservices/docs/Administration_Maintenance_Guide/index.html

http://ctisupport.usae.avaya.com/ps/aeservices/docs/Administration_Maintenance_Guide/index.html



To administer login IDs to monitor all devices:

1. Click CTI OAM Admin > Administration > Security Database > CTI Users > List All Users.

2. Click the option to select the required user and then click Edit.3. Enable Unrestricted Access by clicking Enable.

4. Click Apply to save the changes to CTI user properties.

5. Repeat for all login users.

Adding new devices to the Avaya AE ServicesTo add a new teleset device:

1. Click CTI OAM Admin > Administration > Security Database > Devices.

2. Enter a device ID number in the Device ID field and click Add Device.

3. Enter Location, Device Type, and Link Group.

4. Click Apply Changes after each entry.

5. Repeat for all devices.

Testing the Avaya AE Services TSAPIIf calls do not go through, there may be an issue with the Avaya AE Services. This section describes how to test TSAPI in Avaya AE Services outside the Siebel application.

To test the Avaya AE Services:

1. Click CTI OAM Admin > Utilities > TSAPI Test.2. Select a valid option from the TLink field.

3. Enter the CTI User Name 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 page opens.

If an error message displayed, it is likely that the Avaya AE Services CTI configurations are wrong. For support on repairing the Avaya AE Services CTI configurations, call Avaya Technical Support, 1-800-242-2121.

September 2006 67

Appendix C: 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 68

● Importing the Siebel configuration on page 69

● Associating the Siebel agents on page 70

● Creating a teleset on page 71

● Adding an extension for the agent on page 72

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 and 7.8, 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 69.

Importing the Siebel configuration

September 2006 69

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 and 7.8, 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 27.

9. Continue to Associating the Siebel agents on page 70.

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 70

● Procedure on page 70

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 71.

Creating a teleset

September 2006 71

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 72.



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.

September 2006 73

Glossary

Application Enablement Services (AE Services)

Application Enablement Services (AE Services) provides an enhanced set of APIs, protocols and Web services. It merges DLG, CVLAN, Avaya CT, and CMAPI into a single platform that provides a communication channel to all Avaya Communication Manager Media Servers.

Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) is a feature that answers calls, and then depending on administered instructions, delivers messages appropriate for the caller and routes the call to an agent when one becomes available.

Communication server Avaya telephone communication server (also know as a switch) is a communication server that includes a DEFINITY ECS or a server using Avaya MultiVantage software.

Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI) technology allows interactions on a telephone and a computer to be integrated or coordinated.

TServer TServer (also known as Avaya CT Server) is the adjunct processor that performs call monitoring and control functions, security database functions, and link management.


September 2006 75

IndexAaccessing

Add Agent State configuration menu. . . . . . . 26CMS Messaging service control panel . . . . . . 13telephony server for Avaya AE Services administration

65telephony server for Avaya CT administration . . 62

ACD . . . . . . . . . . . . . . . . . . . . . . . 73adding

new devices to Avaya AE Services . . . . . . . 66new devices to the telephony server . . . . . . . 63new distribution group . . . . . . . . . . . . . 15parent divisions . . . . . . . . . . . . . . . . 12

administeringCMS Messaging . . . . . . . . . . . . . . .11, 14login IDs to recognize all devices for Avaya AE Services

administration. . . . . . . . . . . . . . . . . 65login IDs to recognize all devices for Avaya CT

administration. . . . . . . . . . . . . . . . . 62AE Services . . . . . . . . . . . . . . . . . . . . 73agent items . . . . . . . . . . . . . . . . . . . . 20application enablement services . . . . . . . . . . 73automatic call distribution . . . . . . . . . . . . . 73Avaya AE Services . . . . . . . . . . . . . . . . 73Avaya CT documentation . . . . . . . . . . . . . . 9Avaya CT for Siebel documentation. . . . . . . . . . 9Avaya CT Server . . . . . . . . . . . . . . . . . 73AvayaCommand. . . . . . . . . . . . . . . . . . 59AvayaEvent . . . . . . . . . . . . . . . . . . . . 59

Ccleaning

DB2 database . . . . . . . . . . . . . . . . . 23SQL database . . . . . . . . . . . . . . . . . 22

CMS data items . . . . . . . . . . . . . . . . . . 18commands . . . . . . . . . . . . . . . . . . 41, 42

importing. . . . . . . . . . . . . . . . . . . . 69communication server . . . . . . . . . . . . . . . 73computer telephony integration . . . . . . . . . . . 73configuration parameters. . . . . . . . . . . . . . 27creating

teleset . . . . . . . . . . . . . . . . . . . . . 71CTI . . . . . . . . . . . . . . . . . . . . . . . . 73custom events. . . . . . . . . . . . . . . . . . . 59

Ddefining

agents . . . . . . . . . . . . . . . . . . . . . 17CMS data items for a distribution group. . . . . . 15item properties for the distribution group . . . . . 16Siebel Divisions . . . . . . . . . . . . . . . . . 16

definition file . . . . . . . . . . . . . . . . . . . . 69documentation

Avaya CT. . . . . . . . . . . . . . . . . . . . . 9Avaya CT for Siebel . . . . . . . . . . . . . . . . 9Siebel Enterprise Applications . . . . . . . . . . 10

Eevents . . . . . . . . . . . . . . . . . . . . . 41, 45

importing . . . . . . . . . . . . . . . . . . . . 69

Iimporting Siebel configuration . . . . . . . . . . . . 69

Mmanual configuration procedure . . . . . . . . . . . 39modifying agent states . . . . . . . . . . . . . . . 25

OOnCallInitiated . . . . . . . . . . . . . . . . . . . 49OnConference . . . . . . . . . . . . . . . . . . . 50OnConnect . . . . . . . . . . . . . . . . . . . . 51OnDisconnect . . . . . . . . . . . . . . . . . . . 52OnDiverted . . . . . . . . . . . . . . . . . . . . 53OnDrop . . . . . . . . . . . . . . . . . . . . . . 53OnHold . . . . . . . . . . . . . . . . . . . . . . 53OnHoldReconnect . . . . . . . . . . . . . . . . . 54OnIncomingCall . . . . . . . . . . . . . . . . . . 54OnLogin . . . . . . . . . . . . . . . . . . . . . . 56OnLogout . . . . . . . . . . . . . . . . . . . . . 56OnOriginated . . . . . . . . . . . . . . . . . . . 56OnRinging . . . . . . . . . . . . . . . . . . . . . 57OnTransfer . . . . . . . . . . . . . . . . . . 57, 58optional parameters . . . . . . . . . . . . . . . . 30


Qquick reference

Avaya AE Services administration . . . . . . . . 65Avaya CT administration. . . . . . . . . . . . . 62Avaya Telephony Server administration . . . . . 61Siebel administration . . . . . . . . . . . . . . 67

Rrelated documentation . . . . . . . . . . . . . . . . 9required

applications. . . . . . . . . . . . . . . . . . . 11parameters . . . . . . . . . . . . . . . . . . . 28

SSetCurrentWorkItem . . . . . . . . . . . . . . . . 43Siebel Enterprise Applications documentation . . . . 10skill items . . . . . . . . . . . . . . . . . . . . . 18

TTake Back and Transfer system. . . . . . . . . . . 44testing

AE Services TSAPI . . . . . . . . . . . . . . . 66telephony server . . . . . . . . . . . . . . . . 63

TNT . . . . . . . . . . . . . . . . . . . . . . . . 44trunk group items. . . . . . . . . . . . . . . . . . 19TServer . . . . . . . . . . . . . . . . . . . . . . 73

VVDN items . . . . . . . . . . . . . . . . . . . . . 21