Avaya™ Interaction Center Avaya IC and Siebel 2000 Integration Guide Contacting Technical Support If you are having trouble using Avaya software, you should: 1. Retry the action

Avaya™ Interaction CenterRelease 6.0.2Siebel 2000 Integration Guide

585-248-117Issue 1.0

January 2003

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NoticeEvery effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

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 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 support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353.

Providing Telecommunications SecurityTelecommunications security (of voice, data, and/or 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 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:

� Utilization (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/data privacy, intellectual property, material assets, financial resources, labor costs, and/or 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 inter-faces

� Avaya-provided software applications, as well as their under-lying hardware/software platforms and interfaces

� Any other equipment networked to your Avaya products.

Avaya National Customer Care CenterAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121.

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WarrantyAvaya Inc. provides a limited warranty on this product. Refer to the �Limited Use Software License Agreement� or other applicable documentation provided with your package to establish the terms of the limited warranty.

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TrademarksAvaya, Conversant, CustomerQ, Definity, DefinityOne, Nabnasset, Quintus, and WebQ are registered trademarks or trademarks of Avaya Inc. in the United States or other countries or both.Portions of Avaya Interaction Center include technology used under license as listed below, and are copyright of the respective companies and/or their licensors:ActivePerl is a trademark of ActiveState Tool Corp. This product includes software developed by the Apache Software Foundation (http://www.apache.org/). Cognos, Impromptu and Powerplay are registered trademarks of Cognos Incorporated. YACC++ is a registered trademark of Compiler Resources, Inc. APEX, ComponentOne, VideoSoft, True DBGrid, VSVIEW, SizerOne, VS-OCX, VSFlexGrid, VSFORUM, VSREPORTS, VSDOCX, VSSPELL, and TrueDBList are either registered trademarks or trademarks of ComponentOne LLC. CT Connect, Dialogic, Intel, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Hummingbird is a registered trademark of Hummingbird, Ltd. SearchServer is a trademark of Hummingbird, Ltd. RISC System/6000 and DirectTalk/2 are trademarks of International Business Machines Corporation in the United States or other countries or both. IBM, OS/2, AS/400, CICS, WebSphere, CT, VisualAge, and DirectTalk are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Lotus and Lotus Sametime are trademarks or registered trademarks of Lotus Development Corporation and/or IBM Corporation in the United States, other countries, or both. VisualX is a registered trademark of Intergroup Technologies, Inc. ActiveX, Visio, Internet Explorer, Windows, Windows NT, Windows 2000, Win32s, SQL Server, Visual Basic, Visual C++, Outlook, and FrontPage are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. TimesTen is a registered trademark of TimesTen Performance Software. Oracle is a registered trademark, and Oracle8i and Oracle® SQL/Services are trademarks or registered trademarks of Oracle Corporation. Rogue Wave and .h++ are registered trademarks of Rogue Wave Software Inc. SourcePro is a trademark of Rogue Wave Software, Inc. Siebel is a trademark of Siebel Systems, Inc. BasicScript is a registered trademark of Summit Software Company. Sun, iPlanet, Java, Solaris JRE, J2EE, JavaServer Pages, and all Java-based trademarks are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. SPARC is a registered trademark of SPARC International, Inc. Products bearing SPARC trademarks are based on an architecture developed by Sun Microsystems, Inc. In3D is a trademark of Visual Insights, Inc. InstallShield® is a registered trademark and service mark of InstallShield Software Corporation in the United States and/or other countries. ORBacus is a trademark of IONA Technologies PLC. Formula One is a licensed trademark and Tidestone Technologies, Inc. Visual Components, First Impression, and VisualSpeller are registered trademarks of Tidestone Technologies, Inc. JRun is a trademark of Macromedia, Inc. in the United States and/or other countries. Intervoice is a registered trademark of Intervoice-Brite, Inc. UNIX is a registered trademark of The Open Group in the United States and other countries. Acrobat is a registered trademark of Adobe Systems. Other product and brand names are trademarks of their respective owners.

AcknowledgmentThis document was written by the CRM Information Development group of Avaya

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Issue 1.0 January 2003 3

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Understanding the Siebel 2000 Integration . . . . . . . . . . . . . . . . . . . . . . . . 10Understanding the Server Integration for Siebel 2000. . . . . . . . . . . . . . . . . . . 13Understanding the Client Integration for Siebel 2000 . . . . . . . . . . . . . . . . . . . 13

Understanding the Avaya Agent CDL Settings . . . . . . . . . . . . . . . . . . . . . 14Understanding IC Scripts for Siebel . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Understanding the Data Relationship between Siebel and Avaya IC . . . . . . . . . . . . 16I: Linking the Siebel Data to Contact History . . . . . . . . . . . . . . . . . . . . . . 17II: Linking the Siebel Contact to Web Agent User Record . . . . . . . . . . . . . . . . 18III: Showing Siebel Data in the Report Wizard. . . . . . . . . . . . . . . . . . . . . . 19

Chapter 2: Completing Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 3: Configuring the Avaya IC Databases . . . . . . . . . . . . . . . . . . . . 23Modifying the CDL File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Preloading the Siebel IC Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Updating the CallCenterQ Database. . . . . . . . . . . . . . . . . . . . . . . . . . . 25Configuring the Siebel Database Connection. . . . . . . . . . . . . . . . . . . . . . . 25Reconfiguring the CI Repository Database . . . . . . . . . . . . . . . . . . . . . . . . 28Updating the CI Repository Application . . . . . . . . . . . . . . . . . . . . . . . . . 29Generating the Siebel Report Wizard Application. . . . . . . . . . . . . . . . . . . . . 29Refreshing the Directory Server for CI Repository . . . . . . . . . . . . . . . . . . . . 30

Chapter 4: Configuring Workflows for the Siebel Integration . . . . . . . . . . . . . 31Introducing the Sample Siebel Workflows . . . . . . . . . . . . . . . . . . . . . . . . 31Working with the Sample Siebel Workflows . . . . . . . . . . . . . . . . . . . . . . . 32Configuring the Siebel Initialization Workflow. . . . . . . . . . . . . . . . . . . . . . . 37

Configuring the Siebel Incoming Call Workflow . . . . . . . . . . . . . . . . . . . . . 38Configuring the Qualify Chat Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . 40Configuring the Qualify Email Workflow . . . . . . . . . . . . . . . . . . . . . . . . . 41Building the Customer Management Workflows . . . . . . . . . . . . . . . . . . . . . 42Loading Workflows in the Workflow Server. . . . . . . . . . . . . . . . . . . . . . . . 43

Avaya� Interaction CenterRelease 6.0.2

Avaya IC and Siebel 2000 Integration Guide

Contents

Contents

4 Avaya IC and Siebel 2000 Integration Guide

Chapter 5: Configuring the Avaya IC Servers . . . . . . . . . . . . . . . . . . . . . . 45Configuring the Avaya IC ORB Service . . . . . . . . . . . . . . . . . . . . . . . . . 45Setting Siebel 2000 as the Integrated Application . . . . . . . . . . . . . . . . . . . . 46Configuring EDU Servers for Siebel Integration . . . . . . . . . . . . . . . . . . . . . 47Configuring Workflow Servers for Siebel 2000 . . . . . . . . . . . . . . . . . . . . . . 48Configuring Customer Management for Siebel 2000 . . . . . . . . . . . . . . . . . . . 50Updating the Siebel Configuration File. . . . . . . . . . . . . . . . . . . . . . . . . . 51

Chapter 6: Installing Siebel Report Wizard . . . . . . . . . . . . . . . . . . . . . . . 53


Before You Begin

Typographical ConventionsThis guide uses the following font conventions:

Notes, Tips, and CautionsNote:

Note: A note calls attention to important information.

! Important:! Important:Important: An important note calls attention to a situation that has the potential to cause

serious inconvenience or other similar repercussions.

Tip:Tip: A tip offers additional how-to advice.

! CAUTION:CAUTION: A caution points out actions that may lead to data loss or other serious

problems.

Font Type Meaning

command This font signifies commands, information that you enter into the computer, or information contained in a file on your computer.

commandvariable This font indicates variables in a command string.

italics This font is used to add emphasis to important words and for references to other chapter names and manual titles.

link Blue underlined text in online documents indicates a hypertext jump to related information. To view the related material, click the blue underlined text.


Contacting Technical SupportIf you are having trouble using Avaya software, you should:

1. Retry the action. Carefully follow the instructions in written or online documentation.

2. Check the documentation that came with your hardware for maintenance or hardware-related issues.

3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available.

4. If you continue to have a problem, contact Avaya Technical Support by:

● Logging in to the Avaya Technical Support Web site http://www.avaya.com/support/qq

● Calling or faxing one of the following numbers from 8:30 a.m. to 8:30 p.m. (Eastern Standard Time), Monday through Friday (excluding holidays):

� Toll free in the U.S. and Canada: 1-888-TECH-SPT (1-888-832-4778)

� Direct line for international and domestic calls: 1-512-425-2201

� Direct line for faxes: 1-512-997-4330

● Sending email with your question or problem to [email protected]. You may be asked to email one or more files to Technical Support for analysis of your application and its environment.

Note:Note: If you have difficulty reaching Avaya Technical Support through the above

URL or email address, please go to http://www.avaya.com for further information.

Product DocumentationMost Avaya product documentation is available in both printed and online form. However, some reference material is available only online, and certain information is available only in printed form. A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the Doc directory on the product CD-ROM. This PDF document is also included on the separate documentation CD-ROM.

Readme FileThe Readme file is an HTML file included on the Avaya Interaction Center software CD-ROM. This file contains important information that was collected too late for inclusion in the printed documentation. The Readme file can include installation instructions, system

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http://www.avaya.com

mailto:[email protected]


requirements, information on new product features and enhancements, suggested work-arounds to known problems, and other information critical to successfully installing and using your Avaya software. You may also receive a printed Addendum to the Readme, containing similar information uncovered after the manufacture of the product CD-ROM. You should review the Readme file and the Readme Addendum before you install your new Avaya software.

Electronic DocumentationThe electronic documentation (in PDF or HTML format) for each Avaya Interaction Center product is installed automatically with the program. Electronic documentation for the entire Avaya product suite is included on the product CD-ROM and the documentation CD-ROM.

You can also view the documentation set online at http://www.avayadocs.com.

Printed DocumentationYou can purchase printed copies of these manuals separately. For details, see Ordering Information: Avaya Publications Center on the back of this manual�s title page.

License to Print the Electronic DocumentationOnline copies of documentation are included on the CD-ROM that accompanies every software release. An Avaya customer who has licensed software (a �Licensee�) is entitled to make this online documentation available on an internal network or �intranet� solely for the Licensee's use for internal business purposes. Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes.

Right-To-Print License Terms

Documents must be printed �as-is� from the provided online versions. Making changes to documents is not permitted. Documents may be printed only by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee's internal business purposes and subject to all applicable license agreements with Avaya. Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time-sharing, rental, outsourcing, or service bureau use, or to train persons other than Licensee's employees and contractors for Licensee's internal business purposes, unless previously agreed to in writing by Avaya. If Licensee reproduces copies of printed documents for Licensee's internal business purposes, then these copies should be marked �For internal use only within <Licensee> only.� on the first page or cover (where <Licensee> is the name of Licensee). Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation. The copyrights to all documentation provided by Avaya are owned

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by Avaya and its licensors. By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions. This license only governs terms and conditions of printing online documentation. Please reference the appropriate license agreement for terms and conditions applicable to any other use, reproduction, modification, distribution or display of Avaya software and documentation.

Educational ServicesAvaya University provides excellent training courses on a variety of topics. For the latest course descriptions, schedules, and online registration, you can get in touch with us:

● Through the web at http://www.avaya-learning.com/logon_form.asp

● Over the telephone at 800-288-5327 (within the U.S.) +001 303-406-6089 (outside of the U.S.)

● Through email at [email protected]

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Chapter 1: Introduction

This addendum contains additional installation and configuration information for Avaya� Interaction Center 6.0, 6.0.1, and 6.0.2 (Avaya IC) systems that include an integration with Siebel 2000 eBusiness Applications. This addendum updates and replaces the information in the Siebel 2000 Integration chapter in the Avaya Agent Integrator�s Guide.

The following table describes important terms in the Avaya IC and Siebel systems, and explains how similar terms may be applied differently in the two systems.

Term Source Definition/Description

Customer Avaya Person initiating the interaction into Avaya IC.

Contact Avaya An interaction with an Avaya Customer through the voice, email, chat, or voice chat media.

Contact Siebel Same as an Avaya Customer.

Activity Siebel Similar to an Avaya Contact, but extended in Siebel to be any interaction or action performed for a Contact (or any other Object in Siebel).

Workflow server Avaya Server that runs workflows to route and blend contacts through the Avaya IC servers. Workflows can involve customer identification, record creation, and contact routing. For more information, see Avaya Workflow Designer Guide.

Siebel COM Automation server

Siebel One form of the Siebel COM Object Interfaces that allow external applications to control the Siebel application. For more information, see Object Interfaces Reference Manual in the Siebel Bookshelf.

Siebel COM Data server

Siebel Another form of the Siebel COM Object Interfaces that reads and writes data in Siebel without displaying the user interface. For more information, see Object Interfaces Reference Manual in the Siebel Bookshelf.


Understanding the Siebel 2000 IntegrationAvaya IC supports an integration with Siebel 2000 eBusiness Applications. If your environment is running earlier versions of Siebel eBusiness Applications, you must upgrade to Siebel 2000 eBusiness Applications. Avaya IC does not support an integration with Siebel 7.

The following figure shows an overview of the Siebel integration. Star 1 in the following figure shows the server integration. Star 2 in the figure shows the client integration.


The following steps outline the general flow of the Siebel integration and highlight the two major integration points:

1. Customer contacts the contact center by phone, email, or chat.

2. The Avaya Workflow server monitors incoming events on media channels. When the contact arrives, the Workflow server runs a workflow for the incoming contact. The workflow performs the following steps:

a. Extracts media and contact information from the Electronic Data Unit (EDU).

b. Looks up the contact or creates an anonymous contact through the Siebel COM Data server.

c. Creates an activity record.

d. Writes the data required by the client integration to the EDU. This data includes the contact label, screen pop information, contact rowid, and activity rowids.


3. Avaya IC routes the Avaya contact to Avaya Agent through the steps in the workflow.

4. IC Scripts in Avaya Agent extract information from the EDU and generically �screen pops� the contact data to the Siebel application. The Contact History Browser in Avaya Agent displays any previous Avaya contacts for the Siebel contact. The agent can double-click on a previous contacts to show the related history. The agent can also click in the Siebel application to display the linked activity.

5. After the agent completes the customer contact, the agent terminates the contact (hangs up the phone, responds to the email, or wraps the chat).

6. Avaya IC retires the EDU.

7. The Avaya Report server links the Siebel activity to the Avaya contact in the CI Repository database.


Understanding the Server Integration for Siebel 2000The server integration configures communication between the Avaya Workflow server and the Siebel COM Data server. This integration involves the way that Avaya IC looks up records and creates records in Siebel, before Avaya IC delivers a contact to Avaya Agent. You perform most customizations during the server integration.

The server integration consists of workflows that run in the Avaya Workflow server and access Siebel information through the Siebel COM Data server. The workflows perform many tasks in the integration, including:

● Determine where to route the Avaya contact

● Create records in Siebel for the contact

● Set the required information in the EDU

You can modify these workflows to enforce any business rules that you have established. For more information about these workflows and the server integration, see Configuring Workflows for the Siebel Integration on page 31.

Understanding the Client Integration for Siebel 2000The client integration configures the way that Avaya Agent drives the Siebel eBusiness Application, including how Avaya Agent:

● Opens and starts the Siebel application

● Closes and stops the Siebel application

● Displays the customer record for a contact through a screen pop

You only customize the screen pop process during the client integration.

The client integration with Siebel uses the Siebel COM Automation server interface and IC Scripts for Avaya Agent. The IC Scripts open and close the Siebel Dedicated Client, and �screen pop� information into the Siebel application. The client integration takes the information from the workflows and the EDU, and enables agents to handle the Avaya contact in Avaya Agent and view activities in the Siebel application.

Note:Note: Certain vertical applications of Siebel 2000 require a patch from Siebel to

work correctly with Avaya IC. You must obtain this patch from Siebel. Avaya does not provide this patch. If you experience Siebel error 4120, which is an OLE error, contact Siebel technical support for a patch.


All integration that you perform for Avaya Agent uses CDL settings and Siebel-specific IC Scripts. For more information, see:

● Understanding the Avaya Agent CDL Settings on page 14

● Understanding IC Scripts for Siebel on page 15

Understanding the Avaya Agent CDL SettingsThe client integration requires certain settings in the Avaya Agent CDL file. The following table describes these settings. These settings are preset to the correct values for a standard Siebel 2000 installation. If your system includes a vertical Siebel application, or a custom installation configuration, you may need to modify some of these settings.

Section Name Attribute Description

SiebelActivity BusObject These settings determine how the IC Scripts in Avaya Agent access Activities in Siebel.

BusComp

View

ContactIdField

RowIdField

SiebelContact BusObject These settings determine how the IC Scripts in Avaya Agent access Contacts in Siebel.

BusComp

FullNameField

RowIdField

SiebelApp ConfigFile Name of the Siebel Configuration file to use when launching the Siebel Dedicated Client. This setting must match the /c parameter in the Siebel shortcut.

DataSource Name of the Data Source to use when launching the Siebel Dedicated Client (this is equivalent to the /d parameter in the Siebel command line).

ExeRegKey Registry key where the installed location of Siebel can be found. Used for determining where the Siebel executable is located.

ExeRegValue Value to extract for the ExeRegKey.


Understanding IC Scripts for SiebelThe following table describes the IC Scripts used by the Siebel integration.

ExeSubDir Name of subdirectory where the ConfigFile and Executable would be found in a Siebel installation.

ExeFile Name of the executable for Siebel.

WindowName Caption of the Siebel Dedicated Client. This would need to be change for different Siebel applications or localization. This is used for finding the running Siebel and/or closing it down.

ConfigFilePath This is the full path to the Siebel ConfigFile. If set, overrides any value extracted from registry.

ExeFilePath This is the full path to the Siebel Executable. If set, overrides any value extracted from registry.

SiebelEDUFields ActivityKey These are settings specifying which EDU fields are used to pass information from the Workflow Flow to Avaya Agent IC Scripts. Caution: Do not change these settings unless you change the �Set Siebel EDU Fields� block in all Siebel workflows.

ContactKey

ScreenPopBusObject

ScreenPopBusComp

ScreenPopView

ScreenPopField

ScreenPopValue

Section Name Attribute Description

IC Script File Location Description

SiebelApp_Login siebel2000.qsc Launches the Siebel Dedicated Client.

SiebelApp_ManualLogin siebel2000.qsc Sets up the manual login to Siebel.

SiebelApp_Logout siebel2000.qsc Stops the Siebel Dedicated Client.

SiebelApp_Exit siebel2000.qsc Closes the Siebel Dedicated Client when called during the shutdown of Avaya Agent.


Understanding the Data Relationship between Siebel and Avaya IC

The following diagram outlines the relationship between Siebel data and Avaya IC data for the Siebel integration.

SiebelApp_GetApplication siebel2000.qsc Gets the currently running Siebel Application Object.

SiebelApp_PerformScreenPopFromEDU siebel2000.qsc Generically runs a Screen Pop using the EDU.

SiebelApp_PerformScreenPop siebel2000.qsc Performs generic Screen Pop into Siebel using parameters.

SiebelApp_ShowActivity siebel2000.qsc Pops an Activity into Siebel.

SiebelApp_CheckActivityContactLink siebel2000.qsc Re-links the current Siebel Contact that is linked to the Activity in the EDU. This IC Script runs when the agent makes changes. This IC Script is run from the QConsole_CompleteContact.

IC Script File Location Description


The Siebel integration links Avaya IC data and Siebel data in the database. The Siebel integration links all data on the Avaya IC side of the data relationship. The data linking consists of three different parts:

● I: Linking the Siebel Data to Contact History on page 17

● II: Linking the Siebel Contact to Web Agent User Record on page 18

● III: Showing Siebel Data in the Report Wizard on page 19

I: Linking the Siebel Data to Contact HistoryThe Siebel integration links Siebel data to the contact table in the Avaya IC database through the sbl_contact_key and sbl_activity_key. Through this link:

● The contact history displays in the Contact History Browser when the contact arrives in Avaya Agent.

● The activity displays in the Siebel application when an agent double-clicks a row in the Contact History Browser.

The following figure shows the linking of the Siebel data to the contact history.


II: Linking the Siebel Contact to Web Agent User RecordThe Siebel integration links the Siebel contact to the Web Agent user record. Through this link:

● Authenticated customers, based on Siebel contacts, can log into Web Agent.

● Avaya IC links the correct Siebel contact key to the incoming EDU.

The following figure shows the linking of the Siebel contact to the Web Agent user record.


III: Showing Siebel Data in the Report WizardThe Siebel integration uses table structures in the CI Repository database. You access these tables through the Siebel database connection. Through these tables:

● The Siebel contact and its associated addresses display in the Siebel Report Wizard.

● An administrator can maintain the Web Agent User List.

The following figure shows the tables in the CI Repository database.



Chapter 2: Completing Prerequisites

Before you begin your Siebel integration, you must perform the following steps:

● Install, configure, and test your Avaya IC system

● Configure the Workflow server to run under a Windows user account

● Install, configure, and test your Siebel system, including:

● Install and configure the Siebel client on all agent desktop computers

● Install and configure the Siebel client on the machine that hosts the Avaya IC Workflow server, which accesses the Siebel Data Server and runs the Siebel flows

! CAUTION:CAUTION: The instructions in this addendum assume that you have performed all

necessary steps from the IC Installation Prerequisites Guide and IC Installation and Configuration Guide. You must also carefully review the information in the Avaya IC Readme file and Readme Addendum available on the CRM Technical Support Website at http://www.avaya.com/support/qq.

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Chapter 3: Configuring the Avaya IC Databases

These instructions assume that when you configured your Avaya IC system, you configured and generated the following in Database Designer:

● CI Repository database from the repository.adl file

● Interaction Center data source from the ccq.adl file

For more information about these procedures, see IC Installation and Configuration Guide.

To configure the Avaya IC databases, perform the following steps:

1. Modifying the CDL File on page 23.

2. Preloading the Siebel IC Script on page 24.

3. Updating the CallCenterQ Database on page 25.

4. Configuring the Siebel Database Connection on page 25.

5. Reconfiguring the CI Repository Database on page 28.

6. Updating the CI Repository Application on page 29.

7. Generating the Siebel Report Wizard Application on page 29.

8. Refreshing the Directory Server for CI Repository on page 30.

Modifying the CDL FileOut-of-the-box, the Avaya Agent CDL file (avaya_agent_en.cdl), does not display the Login tab for the Siebel application. To display the Login tab, you must modify the CDL file. You then upload the modified CDL file to your CallCenterQ database.

To modify the Avaya Agent CDL file for Siebel 2000:

1. Open the Avaya Agent CDL file in a text editor such as Notepad.

You can find the Avaya Agent CDL file in the following directory: <install_dir>\IC60\design\qconsole\avaya_agent_en.cdl


2. In the CDL file, locate the following line:<QComponent Name="SiebelApplication" Label="Siebel Application" Visible="FALSE">

3. Modify this line to read: <QComponent Name="SiebelApplication" Label="Siebel Application" Visible="TRUE">

4. Save the Avaya Agent CDL file and close your text editor.

Preloading the Siebel IC ScriptAvaya Agent does not directly access the Siebel IC Scripts in the siebel.qsc file. You need to preload these IC Scripts in the CallCenterQ ADL file before you configure the Siebel data source.

To preload the Siebel IC Script:

1. In Database Designer, select File > Open.

2. Open the CallCenterQ ADL file.

You can find this ADL file in <install_dir>\IC60\design\CallCenterQ\ccq.adl

3. Click the directory path at the top level in the tree pane and confirm that the following directory is in the ADL Include Path field: <install_dir>\IC60\design\qconsole

If the directory is not in the ADL Include Path field, perform the following tasks:

a. Click the Ellipsis (�) button to the right of the field.

b. In the ADL Include Path dialog box, click Add.

c. In the Browse for Folder dialog box, navigate to the directory and click OK.

d. In the ADL Include Path dialog box, click OK.

4. Select siebel2000.qsc in the Scripts available for preload field and click the < button to move the IC Script to the Preload script files field.

5. Select File > Save to save your changes to the ADL file. Do not close the ADL file.


Updating the CallCenterQ DatabaseYou need to update the CallCenterQ database with the Siebel 2000 IC Script and updated Avaya Agent CDL file.

To update the CallCenterQ database:

1. Select File > Generate Windows Application.

2. Check the following boxes to load the files to the database:

● Messages● IC Scripts● Avaya Agent Layout � <install_dir>\IC60\design\QConsole\avaya_agent_en.cdl

3. Select interaction_center from the Name list.

4. Enter the path for the directory where you want Database Designer to store the application files.

For example, enter <install_dir>\IC60\apps. If you do not know the directory path, click the Ellipsis (�) button and navigate to the directory.

5. From the DB Connection Set drop-down list, select defaultDBConnectionSet.

You do not need to re-enter your IC Manager account and password.

6. Click OK.

After you generate the Windows application, close the CallCenterQ ADL file.

Configuring the Siebel Database ConnectionYou need to configure the Siebel database connection in the CI Repository database.

To configure the Siebel database connection:

1. In Database Designer, select File > Open.

2. Open the CI Repository ADL file.

You can find this ADL file in <install_dir>\IC60\design\qrepository\qrepository.adl

3. Expand Components > Physical DB Connections and select siebelDBConnection in the tree pane.


4. In the DB Connection Properties tab, complete the fields in the following table:

Property Description Notes

Timeout The maximum number of seconds that the client application waits for a response to a database request before the application assumes the connection to the Data Connector server is lost.

Default value is 60 seconds.If no response is returned within the specified time, the client application closes the connection to the Data Connector server and returns an error. The client application attempts to create a new connection to the database on the next database request.

Display Time The display time setting specifies how DateTime data from the database is presented in the client application.

Select one of the following:● DBMSTIME � DateTime data is

displayed in database time, and is not adjusted to local time

● LOCALTIME � DateTime data is adjusted to local time on the client

● HOSTTIME � DateTime data is adjusted to the local host time, adjusting also for small differences between system clocks

Database Type Select the type of database from the drop-down menu.

Database Designer uses the selected database type to generate a SQL statement which can be applied to the database.

Data Server Type/Alias

The name of your Data Connector server from IC Manager.

Enter the name that you gave the Data Connector server.For example:● SQL Server � Enter

DataServerMSSQL● Oracle � Enter DataServerOracle

Database server Host name of the machine that hosts your database server.

For SQL Server:● For the default database instance, enter

the host name. ● For another database instance, enter <machine_name>/<database_name>.

For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com.

Database Name Name or schema of the CI Repository database. For example, repository.

You will be asked for the database name when you configure Web Management and install Operational Analyst.


Database Location SQL Server � Leave blank. Delete default entry, if present.Oracle � Enter the name of the default tablespace where objects are created, for example T_CI, in the Database Location text box.

The database location identifies the logical space where the named database is stored. Note: For Oracle, you must specify a database location. If you do not specify a location, the database uses the �system� space to define the database.

Database Size SQL Server � Leave blank. Delete default entry, if present.Oracle � Enter the number of bytes in the Database Size text box.

The size of the database location specifies the amount of space that the configured application database occupies.Note: For Oracle, you must specify a size for the database location. If you do not specify a size for the database location, and your DBMS does not specify a default database size, the database location can use all available space.

Log Location(SQL Server only)

Leave this field blank. For SQL Server only.Database-generated log files store cumulative transaction information. The RDBMS specifies a default location for the database log.

Log Size(SQL Server only)

Leave this field blank. For SQL Server only.The size of the location for database log files specifies the amount of space that the database-generated log files can occupy. The RDBMS specifies a default size for the database log.

Database home directory(Oracle only)

Enter the full directory path for the Oracle client on the machine that hosts the Data Connector server.

For Oracle only. For example, enter <oracle_install_dir>/opt/oracle/8.1.7

Temporary table location(Oracle only)

Enter the name of the tablespace, for example T_CI_TEMP.

For Oracle only. Temporary tables store database-generated intermediate sorting files and client session information for Oracle databases. If you do not specify a location for temporary tables, the location is specified by the database management system.



5. Select File > Save to save your changes to the ADL file.

Reconfiguring the CI Repository DatabaseYou need to reconfigure the CI Repository database to add the Siebel database connection.

To reconfigure the CI Repository database:

1. Select File > Database Administration.

2. Select defaultDBConnectionSet from the DB Connection Set list.

3. Set the following options:

● Reconfigure � Select Reconfigure

● Login Id � Enter your IC Manager login ID

● Password � Enter your password

Do not use your DBA login ID and password.

4. Click Reconfigure.

5. Click Run.

6. Click Close. Do not close the ADL file.

Temporary location(Oracle only)

Specify the number of bytes for the size of the tablespace that includes temporary tables.

For Oracle only. The size of the location for temporary tables in Oracle databases specifies the amount of space that the temporary tables can occupy. If you do not specify the amount of space to be allocated for temporary tables, the size is specified by the database management system.



Updating the CI Repository ApplicationYou need to update the CI Repository application to include the Siebel IC Script.

To generate the CI Repository application:

1. In Database Designer, select File > Generate Windows Application.

2. Check the following boxes to load the files to the database:

● Messages● IC Scripts

3. Select repository from the Name list.


For example, enter <install_dir>\IC60\apps. If you do not know the directory path, click the Ellipsis (�) button and navigate to the directory.

5. From the DB Connection Set drop-down list, select defaultDBConnectionSet.You do not need to re-enter your IC Manager account and password.

6. Click OK.

Generating the Siebel Report Wizard ApplicationYou use the Siebel Report Wizard to set mappings to retire EDUs to the CI Repository database. You must build the Siebel Report Wizard application to use or view data from EDUs.

You generate the Siebel Report Wizard application from the CI Repository ADL file.

To generate the Report Wizard application:

1. In Database Designer, select File > Generate Windows Application.

2. Check the following boxes in the Generate Windows Application dialog box:

● Messages● IC Scripts● Forms● Help � <install_dir>\IC60\help\ReportWizard\Reports.chm

3. Select reportwizard_siebel from the Name drop-down list.

! Important:! Important:Important: Do not select reportwizard or your Siebel integration will fail.



For example, enter <install_dir>\IC60\apps.

If you do not know the directory path, click the Ellipsis (�) button and navigate to the directory.

5. From the DB Connection Set drop-down list, select defaultDBConnectionSet.You do not need to re-enter your IC Manager account and password.

6. Click OK, then close Database Designer.

Database Designer creates a new folder with the same name as the application in the target directory. This folder contains the Siebel Report Wizard ADL file.

Refreshing the Directory Server for CI RepositoryYou need to refresh the connection between the Directory server and CI Repository.

To refresh the Directory server for CI Repository:

1. In IC Manager, stop and start the Directory server.

2. When the Alarm Monitor indicates that the Directory server started properly, select Manager > Refresh.

If you do not receive a Success message, re-start the machines that host the Directory server and that host IC Manager, then repeat this step.


Chapter 4: Configuring Workflows for the Siebel Integration

When you installed and configured your Avaya IC system, you stored system and sample workflows in the database, then configured your Workflow servers to run these workflows. For the Siebel integration, you need to replace some of these workflows with new workflows and configure and load a new workflow.

To configure workflows for the Siebel Integration, perform the following steps:

1. Introducing the Sample Siebel Workflows on page 31.

2. Configuring the Siebel Initialization Workflow on page 37.

3. Configuring the Siebel Incoming Call Workflow on page 38.

4. Configuring the Qualify Chat Workflow on page 40.

5. Configuring the Qualify Email Workflow on page 41.

6. Building the Customer Management Workflows on page 42.

7. Loading Workflows in the Workflow Server on page 43.

Note:Note: You must make sure that no workflows use a formatted telephone number to

look up customer records. For example, confirm that your Incoming Call workflow does not use a formatted telephone number in the Customer Lookup block.

Introducing the Sample Siebel WorkflowsYou can use the sample Siebel workflows to set up and test your Siebel integration. When you test your integration, review the settings of the sample workflows for the media channels.

You can customize these workflows to meet the business requirements of your contact center. If you customize the sample workflows, you must recompile the workflows and load them in the database. For more information, see Avaya Workflow Designer Guide.


Avaya IC includes four Siebel projects with associated workflows. Avaya IC installs each project in a separate directory, as shown in the following table. All project directories are located in <install_dir>\IC60\design\IC\Flows\Siebel2000.

Working with the Sample Siebel WorkflowsEach project in the Siebel integration includes sample workflows. You do not need to customize the flows in the WebCenter project. However, you do need to set some properties in the sample Siebel workflows in the other projects.

The following table describes the sample Siebel workflows in the Ts, Wacd, and Workflow projects.

Project Directory

Project Description

TS ts.prj Includes the contact routing workflow that Avaya IC uses to route voice contacts to the agent. Required for all Siebel integrations that include Telephony or Voice Chat.

wacd wacd.prj Includes the contact routing workflows that Avaya IC uses to route chat and email contacts. Required for all Siebel integrations that include Web Management or Email Management.

WebCenter webcenter.prj Includes the customer management workflows that Avaya IC uses to manage customer records for Web Management. Required for all Siebel integrations that include Web Management or Email Management.

Workflow workflow.prj Includes the initialization workflow that Avaya IC uses to communicate with and initialize the Siebel application. Required for all Siebel integrations.

Name Description Workflow Server Association

wacd.qualifychat This workflow performs the following tasks for chat contacts:● Handles the qualifychat event for the

WebACD server● Looks up contacts● Creates Siebel activities ● Routes chat contacts to queues or agents

Link to wacd.qualifychat event in Workflow Channel associations giving the criteria as media=chat.


Working with the Siebel Blocks

Although some of the Siebel workflows have the same names as the Avaya IC workflows, the Siebel workflows use different blocks with a different set of steps. The Siebel workflows use the blocks on the Siebel palette in Workflow Designer.

The following table outlines all Siebel blocks contained in the Siebel catalog.

wacd.qualifyemail This workflow performs the following tasks for email contacts:● Handles the qualifyemail event for the

WebACD server ● Looks up contacts● Creates Siebel activities ● Routes inbound email contacts to queues

or agents● Routes outbound email contacts to an

agent or queue for supervisor approval

Link to wacd.qualifyemail event in Workflow Channel associations giving the criteria as media=email.

ts.incomingcall This workflow performs the following tasks for voice contacts:● Handle the IncomingCall event for the

Telephony server ● Routes voice contacts to queues or

agents

Link to TS.IncomingCall event in Workflow Channel associations.

workflow.siebelinitialize

This workflow performs the following tasks for the Siebel integration:● Runs when the Avaya Workflow server

starts● Set Siebel-specific Global Variables that

are in other workflows.

Set the flow as a Synchronous Startup Flow in any Workflow server that will run one of the above mentioned flows.

Name Description Workflow Server Association

Block Description Properties

Initialize Siebel Parameters

Sets some Global Variables needed by the Siebel flows. Used in a flow run in the Workflow Initial Startup. Settings used to initialize the Siebel COM Data Server.

● SiebelConfigFile � Location of the Siebel configuration file, used when performing a LoadObjects on the Siebel COM Data Server.

● SiebelUsername � Username to log into the Siebel COM Data Server.

● SiebelPassword � Password for the SiebelUsername used to log into the Siebel COM Data Server.


Initialize Siebel Data Server

Sets up the Siebel COM Data Server for use in the flow. Using Global Variables set with the Initialize Siebel Parameters block, a LoadObjects and Login are done on the Data Server.

On Exit

Performs the same functions as the standard On Exit block with an additional task of releasing the Siebel COM Data Server instance upon shutdown of the flow.

Execute Query

Executes query and returns a count of records found and a RowID (if exact match was found), when given Business Object, Business Component, and set of Query Fields and Values.

● BusObject � Siebel Business Object to use for Query

● BusComp � Siebel Business Component to use for Query

● Field_xx � Business Component Field to Query on (there are 10 of these possible)

● Value_xx � Query value to place on the corresponding Field_xx setting.

● RowId � Primary Key if an exact match is found

● RecordCount � Number of records found

● ViewMode � How to set the mode of the View before performing the Query

Create Record

Creates a record in Siebel and return the RowId of the record created, given a Business Object, Business Component, and set of Fields and Values.

● BusObject � Siebel Business Object to use for creating the record

● BusComp � Siebel Business Component to use for creating the record

● Field_xx � Business Component Field to set on the new record

● Value_xx �Value to place on the corresponding Field_xx setting in the new record.

● RowId � Primary Key of the record created



Get Record Values

Retrieves the record and places values from fields into corresponding fields specified in the properties. This block requires Business Object, Business Component, and RowID properties.

● BusObject � Siebel Business Object to use for creating the record

● BusComp � Siebel Business Component to use for creating the record

● Field_xx � Business Component Field to set on the new record

● Value_xx �Value to place on the corresponding Field_xx setting in the new record.

● RowId � Primary Key of the record created

Create Anonymous Contact

This block creates an Anonymous Contact record in Siebel. The Anonymous Contact is created in the following way:

Properties for FirstName and LastName are set in the Contact record. Combination of FirstName and LastName are supposed to be unique in Siebel, so the Anonymous Contacts would be: ● First � Unknown Contact● Second � Unknown Contact(2)● Third � Unknown Contact(3)

● AnonymousFirstName � First Name to use for Contact being created.

● AnonymousLastName � Last Name to use for Contact being created.

● Field_xx � Optional additional Business Component Field to set on the Contact being created.

● Value_xx �Value to place on the corresponding Field_xx setting in the new Contact record.

● ContactRowId � Primary Key of the Contact record created

Get Contact Using Chat EDU

Allows direct retrieval of a Siebel Contact from a Chat EDU. Extracts the username from the EDU and gets the Contact RowId for the wc_auth record. Requires a Start Block that has created a DB Network containing the wc_auth table.

● ContactRowId � Primary Key of the Contact record retrieved.

● VduData � EDU data for the flow containing the Chat Username.



Note:Note: Most Siebel blocks also include a numeric property, �ErrCode�, which would

contain any error code if an error occurred within the block. This property can be used for error handling in flows.

Set Siebel EDU Fields

Sets all EDU fields required for client-side integration.

● ActivityKey � Primary Key of Activity record to be linked to Avaya Contact.

● ContactEmail � Email address of the Contact.

● ContactKey � Primary Key of Contact record to be linked to Avaya Contact.

● ContactName � Full Name of the Contact.

● AvayaContactLabel � Label to be used for the Avaya Contact while it is in Avaya Agent.

● ScreenPopBusObject � Business Object to perform Screen Pop with.

● ScreenPopBusComp � Business Component to perform Screen Pop with.

● ScreenPopField_x � Siebel Business Component Field to place QBE on when performing a Screen Pop in Avaya Agent).

● ScreenPopValue_x � Value to use in ScreenPopField_x for performing Screen Pop.

● ScreenPopView � View into which workflow performs Screen Pop.



Configuring the Siebel Initialization WorkflowBefore you load the Siebel Initialization workflow, you need to modify this workflow with the location of your Siebel configuration file. Avaya IC uses this location to run the Siebel Data Server. This location is required for a successful Siebel integration.

The following figure shows the properties that you need to modify in the Initialize Siebel Parameters block.

To configure the Siebel Initialization workflow:

1. On the machine that hosts your Avaya Workflow server and the Siebel client, locate the Siebel configuration file.

You can find the location in the /c parameter of the Siebel shortcut. For example, the location may be C:\sea\client\bin\uagent.cfg


2. In Workflow Designer, open the Siebel Workflow project in the following location:<install_dir>\IC60\design\IC\Flows\Siebel2000\Workflow\workflow.prj

3. Open the siebelinitialize.qfd workflow.

4. In the workflow, click the Initialize Siebel Parameters block to open the Property Sheet for the block.

5. In the Property Sheet, click the Basic tab and update the following properties, shown in the figure below:

● SiebelConfigFile � Enter the location that you noted in Step 1

● SiebelPassword � Enter the password for the Siebel user name

● SiebelUsername � Enter the Siebel user name that the workflow can use to access the Siebel Data server

6. Select Project > Settings and specify your data source:

a. Click the Database tab of the Project Settings dialog box.

b. Enter the name of your Interaction Center Data Source in the IC Data Source field.

For example, enter interaction_center. All sample workflows provided with Avaya IC use the Interaction Center data source. If you created custom flows that point to a different data source, enter that data source here.

c. Enter a valid Avaya IC Administrator account in the Login ID field.

d. Enter the password for the account in the Password field.

e. Click OK.

7. Select File > Save.

8. Select Build > Verify Active Flow.

Review the results of the build in the Output bar. Double-click an error to open the workflow and highlight the block or connector with the error. Repeat this step until you have corrected all errors in the workflow.

9. After you correct all errors, select Build > Build Flow Set.

Configuring the Siebel Incoming Call WorkflowFor Telephony, you need to build and load the IncomingCall workflow in the TS project. You must customize this workflow to include information about your telephony switch. You can also configure the DNIS & ANI Hint block to use a different EDU field as routing hints.

You can use the sample Siebel Incoming Call workflow to configure and test your Siebel integration. When you move into production, you must modify the properties of the sample workflows to meet your system needs and configuration. For more information, see IC Installation and Configuration Guide and Avaya Workflow Designer Guide.


You must set the following properties on the Basic tab of the Transfer Call block to use the sample workflow:

● Destination � Route point (VDN) of your telephony switch

● PBX type � Type of telephony switch used in your contact center

If your workflow includes more than one Transfer Call block, you must set these properties for each Transfer Call block.

To configure the Siebel Incoming Call workflow:

1. In Workflow Designer, open the Siebel TS project in the following location:

<install_dir>\IC60\design\IC\Flows\Siebel2000\TS\ts.prj

2. Open the incomingcall.qfd workflow.

3. Select the Transfer Call block to open the block properties in the Property Sheet.

4. In the Property Sheet, click the Basic tab.

5. Set the properties in the following table:

Repeat Steps 3 through 5 for the second Transfer Call block in the workflow.



b. Enter the name of your Interaction Center Data Source in the IC Data Source field.




e. Click OK.





Property Description

destination Enter the route point (VDN) of your telephony switch.

pbxType Select the type of telephony switch from the drop-down list.


Configuring the Qualify Chat WorkflowYou need to compile and load the Qualify Chat workflow if your Siebel integration includes Web Management or Email Management.

You can use the sample Siebel Qualify Chat workflow to configure and test your Siebel integration. When you move into production, you can modify the properties of the sample workflows to meet your system needs and configuration. For more information, see IC Installation and Configuration Guide and Avaya Workflow Designer Guide.

Note:Note: If you add a queue to route chat contacts, you need to re-run the

update_qw_cache and update_agent_primaryworkgroup workflows in the Web_Routing project. If you do not want to stop and start the Workflow server that processes chat contacts, click Run Flows on the General tab of the Workflow server. You may need to enter web_routing.update_agent_primaryworkgroup, if the list does not include this workflow.

To configure the Qualify Chat workflow:

1. In Workflow Designer, open the Siebel Wacd project in the following location:

<install_dir>\IC60\design\IC\Flows\Siebel2000\Wacd\wacd.prj

2. Open the qualifychat.qfd workflow.

3. Set the routing hints in the following blocks.

● Hints (Global) block

● Queue Qualifier Device block

● Set Route Step block

For the workflow to function correctly, you must add the routing hints to the RoutingHint and OutboundRoutingHint tables in the Directory server, and associate the routing hints with a Web Self-Service document. For more information, see IC Installation and Configuration Guide.



b. Enter the name of your Interaction Center data source in the IC Data Source field.





e. Click OK.





Configuring the Qualify Email WorkflowYou need to compile and load the Qualify Email workflow if your Siebel integration includes Email Management.

You can use the sample Siebel Qualify Email workflow to configure and test your Siebel integration. When you move into production, you can modify the properties of the sample workflows to meet your system needs and configuration. For example, to route an outbound email to an approval queue or to a specific approving agent, you must specify the ID of the approval queue or the approving agent in the Approval Queue/Agent block of the Qualify Email flow. For more information, see Avaya Workflow Designer Guide.

If you change the property values in the Approval Queue/Agent block, you must build and load the Qualify Email flow. For more information about setting up an approval process, see IC Installation and Configuration Guide.

Note:Note: By default, the Approval Queue/Agent block of the Qualify Email flow

assumes that you will create a queue named approverqueue@DefaultTenant in the Default workgroup, and that this workgroup will include agents who are configured to approve email contacts. You can change the value of ApprovalQueueID in this block to DefaultEmailQueue@DefaultTenant. However, if you do so, the outbound email may be routed back to the agent who sent the email contact to be approved.

To configure the Qualify Email workflow:

1. In Workflow Designer, open the Siebel Wacd project in the following location:

<install_dir>\IC60\design\IC\Flows\Siebel2000\Wacd\wacd.prj

2. Open the qualifyemail.qfd workflow.


3. Set the routing hints in the Map Hints to Queue block in the Qualify Email workflow

For the workflow to function correctly, you must also:

● Set the routing hints in the Set Routing Hint block in the Email Analysis workflows

● Add the routing hints to the RoutingHint and OutboundRoutingHint tables in the Directory server

For more information, see IC Installation and Configuration Guide.



b. Enter the name of your Interaction Center data source in the IC Data Source field.




e. Click OK.





Building the Customer Management WorkflowsThe Customer Management workflows do not require customization.

! CAUTION:CAUTION: Do not configure or make any changes to the Customer Management

workflows before you build them.

To build the Customer Management workflows:

1. In Workflow Designer, open the Siebel WebCenter project in the following location:<install_dir>\IC60\design\IC\Flows\Siebel2000\WebCenter\webcenter.prj

2. Select Project > Settings.


3. In the Project Settings dialog box:

a. Click the Directories tab.

b. Add the following directory to the directory list: <install_dir>\IC60\design\IC\Flows\Siebel2000\WebCenter

c. Click the Database tab of the Project Settings dialog box.

d. Enter the name of your Interaction Center data source in the IC Data Source field.


e. Enter a valid Avaya IC Administrator account in the Login ID field.

f. Enter the password for the account in the Password field.

g. Click OK.





Loading Workflows in the Workflow ServerWhen you build a flowset, Workflow Designer does not automatically load and run the workflows in the Workflow server. You can reload workflows without restarting the Workflow server.

You must perform these steps on the following Workflow servers:

● Workflow server that runs the Siebel Initialization flow and accesses the Siebel Data server

● Workflow server that routes voice contacts

● Workflow server that routes chat contacts

● Workflow server that routes email contacts

To reload workflows in the Workflow server:

1. In IC Manager, click the Servers tab and double-click the Workflow server.

2. In the Workflow server settings dialog box, click the Workflow tab.


3. Click Reload Flows.

4. In the Reload Flows dialog box:

a. Click Force Immediate Reload.

b. Click OK to reload all currently loaded workflows even if the version numbers are the same.

5. Click OK.


Chapter 5: Configuring the Avaya IC Servers

To configure the Avaya IC servers for the Siebel integration, you must perform the following steps:

1. Configuring the Avaya IC ORB Service on page 45.

2. Setting Siebel 2000 as the Integrated Application on page 46.

3. Configuring EDU Servers for Siebel Integration on page 47.

4. Configuring Workflow Servers for Siebel 2000 on page 48.

5. Configuring Customer Management for Siebel 2000 on page 50.

6. Updating the Siebel Configuration File on page 51.

Configuring the Avaya IC ORB ServiceThe Siebel Data server requires a valid user account that has permissions to run Services on the local machine. The Avaya Workflow server must run under this user account, because the Workflow server accesses the Siebel Data server in workflows. The Avaya IC Orb service starts the Workflow server. Therefore, the ORB service must also run under the user account. By default, the ORB service runs under the system account.

! CAUTION:CAUTION: You must repeat these steps if you install or re-install Avaya IC servers.

During the installation, the ORB service will revert back to run under the system account.

To configure the ORB service on a machine that hosts an Avaya IC Workflow server:

1. Select Start > Programs > Administrative Tools > Services.

2. In the Services window, double-click Avaya IC ORB Service 6.0.


3. In the Avaya IC ORB Service 6.0 Properties dialog box, click the Log On tab, shown in the following figure:

4. Under Log on as, click This account and complete the following fields:

● This account � Enter the user name for the user account

● Password � Enter the password for the user account

● Confirm Password � Re-enter the password for the user account.

You must enter a valid user account that has permissions to run Services on the local machine:

5. Click OK.

6. Restart the machine.

Repeat these steps on every machine that hosts a Workflow server.

Setting Siebel 2000 as the Integrated ApplicationTo set Siebel 2000 as the integrated application:

1. In IC Manager, select Tools > Groups to open the Group Manager.

2. Click the IC node in the left pane.


3. Click the Properties tab in the right pane.

4. Click Agent\Desktop in the Sections list in the right pane.

5. Double-click the IntegratedApplication property to open the Edit Property dialog box, shown in the following figure.

6. In the Edit Property dialog box:

a. Select Siebel2000 from the Property Values drop-down list.

b. Click OK.

7. Click Apply. Click OK.

Configuring EDU Servers for Siebel IntegrationThe Avaya EDU server maintain all active EDUs. Avaya preconfigures the EDU servers with the key that the DUStore servers use to look up EDUs. You need to add a Siebel key to look up EDUs.

Repeat these steps for every EDU server where you have enabled Persistence in your Avaya IC system. For more information about Persistence, see IC Administration Volume 1: Servers & Domains.


To configure the EDU Server for Siebel integration:

1. In IC Manager, double-click the EDU server in the list of servers.

2. Click the Persistence tab, shown in the following figure.

3. If the Enable Persistence field is:

● Not checked � Click Cancel and continue with the next EDU server.

● Checked � Continue with Step 4.

4. Change the value in the Lookup Field 1 (indexed) field to Siebel.contact_key.

5. Click Apply. Click OK.

Configuring Workflow Servers for Siebel 2000Workflow servers that run Siebel 2000 workflows must run a different Initialization workflow than other Workflow servers. The Workflow servers use the workflow.siebelinitialize workflow to access the Siebel system.

You must repeat these steps for every Workflow server in your Avaya IC system that runs Siebel 2000 workflows.


To configure Workflow servers for Siebel 2000:

1. In IC Manager, double-click the Workflow server that you want to configure in the list of servers.

2. In the Server Editor, click the Workflow tab, shown in the following figure:

3. Click the Ellipsis (...)button next to Synchronous Startup Flows.

4. In the Synchronous Startup Flows dialog box, shown in the following figure:

a. Click Add.

b. Click in the empty row and enter workflow.siebelinitialize.

c. Click OK.

Do not delete any entries in the table. You can have multiple synchronous startup workflows.

5. Click OK in the Server Editor.

6. Stop and restart the Workflow server.


Configuring Customer Management for Siebel 2000To ensure that the proper workflows are used for customer management, you must set the properties for the Siebel tenant.

To configure customer management for Siebel 2000:

1. In IC Manager, select Services > MultiTenancy Administration.

2. Click Tenant Administration.

3. Click Customize Tenant.

4. On the Properties page, click the Flows folder.

5. Set the Current Values for the workflows where the name includes �customer� by substituting �contact� for �customer�, as shown in the following figure.

6. Click Update Data.


Updating the Siebel Configuration FileYou must update the data source in the Siebel configuration file. You update this file on the machine that hosts the Workflow server which accesses the Siebel Data server. The Siebel Data server uses this data source to log into the Siebel database.

To update the Siebel configuration file:

1. Open the Siebel configuration file in a text editor.

For example, you can find the configuration file in c:\sea\client\bin\uagent.cfg.

2. Locate the �DataSource� setting within the [Siebel] section.

3. Set appropriately (for example, "Server").

4. Save and close.



Chapter 6: Installing Siebel Report Wizard

You use the agent site preparation wizard to create installation files for the following:

● Avaya Agent to install on agent desktop machines

● Siebel Report Wizard to install on an administrative desktop

Note:Note: Use these instructions with the instructions for installing agent applications

in the IC Installation and Configuration Guide.

To create the installation file for Siebel Report Wizard:

1. Log in to the machine as an Administrator or user with administrator privileges and insert the Avaya Interaction Center 6.0.2 CD 1.

2. Click Agent Site Preparation Wizard.

3. In the Welcome window, click Next.

4. In the IC Agent Installation Area window, accept the default directory or enter the path to the directory where you want to install the agent installation files. Click Next.

The default directory is: C:\Program Files\Avaya\IC60\AgentInstaller. If you do not want to use the default directory and do not know the path to the correct directory, click Browse and navigate to the desired location. If the directory is on a network drive, you must map that directory on the current machine.

5. In the IC Agent Installation Folder window, accept the default, or enter the directory where the agent installer installs the application files on each agent desktop. Click Next.

The default directory and path is: C:\Program Files\Avaya\IC60\. If you do not want to use this directory and do not know the path, click Browse and navigate to the desired location.

6. In the Installation Folder Override window, shown in the following figure:

a. Click one of the following:

● Yes, allow agents to choose an alternate folder � To allow agents in this configuration to choose an alternate folder in which to install the agent application files

● No, always use the pre-defined folder � To ensure that you know where agents in this configuration install their agent application files


b. Click Next.If you allow agents to change the installation folder, and your Avaya IC system includes Web Management or Email Management, you must set the HomeDir property in the Agent/Desktop/WAC to the correct installation path for each agent.

7. Select interaction_center in the Default Business Applications window, shown in the following figure. Click Next.


8. In the Custom Business Applications dialog box, shown in the following figure, click Yes to add a custom Business Application

9. In the Custom Business Applications screen, shown in the following figure, if you chose to include a custom Business Application in your agent installation:

a. Complete the following fields:

● DB Name � reportwizard_siebel● Shortcut � Siebel Report Wizard

b. Click Next.

The Site Preparation wizard allows you to select another custom Business Application. If you need to include a second custom Business Application, repeat steps 7 and 8.


10. Select the type of phone switch to use with Avaya Agent in the Phone Switch window, shown in the following figure.

If this configuration does not include Telephony, select None.

11. In the Avaya Agent Automatic Update window, shown in the following figure:


● Yes, allow Avaya Agent to perform updates automatically � To have Avaya Agent automatically check for and apply updates each time an agent logs in

● No, updates will be done manually

b. Click Next.


12. In the Query Reboot window:


● Yes, offer the agent the choice to reboot now or later � To allow an agent to choose to continue with the previous configuration and install the update at a later time

● No, reboot after informing the agent that a reboot will occur � To force a reboot and install the update immediately

b. Click Next.

13. Click Finish in the Site Prep Wizard Complete window to complete the installation.

Continue with the instructions for installing agent applications in the IC Installation and Configuration Guide.



IndexAactivity . . . . . . . . . . . . . . . . . . . . . . . 9ActivityKey . . . . . . . . . . . . . . . . . . . . 15adding

synchronous startup flows . . . . . . . . . . . 49Approval Queue/Agent block . . . . . . . . . . . . 41approverqueue@DefaultTenant . . . . . . . . . . 41Avaya Agent . . . . . . . . . . . . . . . . . 13, 14

Bblocks

Approval Queue/Agent . . . . . . . . . . . . . 41Create Anonymous Contact . . . . . . . . . . . 35Create Record . . . . . . . . . . . . . . . . . 34ErrCode property. . . . . . . . . . . . . . . . 36Execute Query . . . . . . . . . . . . . . . . . 34Get Contact Using Chat EDU . . . . . . . . . . 35Get Record Values . . . . . . . . . . . . . . . 35Hints (Global) . . . . . . . . . . . . . . . . . 40Initialize Siebel Data Server . . . . . . . . . . . 34Initialize Siebel Parameters . . . . . . . . . . . 33On Exit . . . . . . . . . . . . . . . . . . . . 34Queue Qualifier Device . . . . . . . . . . . . . 40Set Route Step. . . . . . . . . . . . . . . . . 40Set Routing Hint . . . . . . . . . . . . . . . . 42Set Siebel EDU Fields . . . . . . . . . . . . . 36Transfer Call . . . . . . . . . . . . . . . . . . 39

building customer management workflows . . . . . 42BusComp . . . . . . . . . . . . . . . . . . . . . 14BusObject. . . . . . . . . . . . . . . . . . . . . 14

CCallCenterQ database

CDL file . . . . . . . . . . . . . . . . . . . . 23Siebel database connection. . . . . . . . . . . 25

ccq.adl . . . . . . . . . . . . . . . . . . . . . . 23CDL file

modifying . . . . . . . . . . . . . . . . . . . 23settings . . . . . . . . . . . . . . . . . . . . 14

CDL settings . . . . . . . . . . . . . . . . . . . 14client

integration . . . . . . . . . . . . . . . . . . . 13Siebel Dedicated . . . . . . . . . . . . . . . . 13

completing prerequisites . . . . . . . . . . . . . . 21ConfigFile . . . . . . . . . . . . . . . . . . . . . 14ConfigFilePath . . . . . . . . . . . . . . . . . . 15

configuringCallCenterQ database. . . . . . . . . . . . . . 25customer management . . . . . . . . . . . . . 50database connection . . . . . . . . . . . . . . 25databases . . . . . . . . . . . . . . . . . . . 23EDU servers . . . . . . . . . . . . . . . . . . 47incoming call workflow . . . . . . . . . . . . . 38ORB service . . . . . . . . . . . . . . . . . . 45qualify chat workflow . . . . . . . . . . . . . . 40qualify email workflow . . . . . . . . . . . . . . 41repository database . . . . . . . . . . . . . . . 28servers . . . . . . . . . . . . . . . . . . . . . 45Siebel initialization workflow . . . . . . . . . . . 37Workflow servers . . . . . . . . . . . . . . . . 48workflows . . . . . . . . . . . . . . . . . . . 31

contact . . . . . . . . . . . . . . . . . . . . . . . 9contact table . . . . . . . . . . . . . . . . . . . . 17ContactIdField . . . . . . . . . . . . . . . . . . . 14ContactKey . . . . . . . . . . . . . . . . . . . . 15Create Anonymous Contact block

AnonymousFirstName. . . . . . . . . . . . . . 35AnonymousLastName. . . . . . . . . . . . . . 35ContactRowId . . . . . . . . . . . . . . . . . 35Field_xx . . . . . . . . . . . . . . . . . . . . 35Value_xx . . . . . . . . . . . . . . . . . . . . 35

Create Record blockBusComp . . . . . . . . . . . . . . . . . . . 34BusObject . . . . . . . . . . . . . . . . . . . 34Field_xx . . . . . . . . . . . . . . . . . . . . 34RowId . . . . . . . . . . . . . . . . . . . . . 34Value_xx . . . . . . . . . . . . . . . . . . . . 34

creatingReport Wizard installation file . . . . . . . . . . 53

customer . . . . . . . . . . . . . . . . . . . . . . 9customer management

configuring . . . . . . . . . . . . . . . . . . . 50customer management workflows . . . . . . . . . . 42customizing

Avaya Agent . . . . . . . . . . . . . . . . 14, 23

Ddata relationship . . . . . . . . . . . . . . . . . . 16data sources

interaction center . . . . . . . . . . 25, 40, 42, 43repository . . . . . . . . . . . . . . . . . . . 29

databasesCallCenterQ . . . . . . . . . . . . . . . . 23, 25configuring . . . . . . . . . . . . . . . . . . . 23


configuring repository . . . . . . . . . . . . . . 28connection for Siebel . . . . . . . . . . . . . . 25contact table . . . . . . . . . . . . . . . . . . 17repository . . . . . . . . . . . . . . . . . . . 16siebeldb . . . . . . . . . . . . . . . . . . . . 16

DataSource . . . . . . . . . . . . . . . . . . . . 14DBMSTIME . . . . . . . . . . . . . . . . . . . . 26Directory server

OutboundRoutingHint table . . . . . . . . . 40, 42refreshing . . . . . . . . . . . . . . . . . . . 30RoutingHint table . . . . . . . . . . . . . . 40, 42

displaying Siebel data . . . . . . . . . . . . . . . 19

EEDU fields . . . . . . . . . . . . . . . . . . . . . 15EDU servers . . . . . . . . . . . . . . . . . . . . 47educational services . . . . . . . . . . . . . . . . . 8email analysis workflow. . . . . . . . . . . . . . . 42ErrCode . . . . . . . . . . . . . . . . . . . . . . 36Execute Query block

BusComp . . . . . . . . . . . . . . . . . . . 34BusObject . . . . . . . . . . . . . . . . . . . 34Field_xx . . . . . . . . . . . . . . . . . . . . 34RecordCount . . . . . . . . . . . . . . . . . . 34RowId . . . . . . . . . . . . . . . . . . . . . 34Value_xx . . . . . . . . . . . . . . . . . . . . 34ViewMode . . . . . . . . . . . . . . . . . . . 34

ExeFile . . . . . . . . . . . . . . . . . . . . . . 15ExeFilePath . . . . . . . . . . . . . . . . . . . . 15ExeRegKey . . . . . . . . . . . . . . . . . . . . 14ExeRegValue . . . . . . . . . . . . . . . . . . . 14ExeSubDir . . . . . . . . . . . . . . . . . . . . . 15

Ffigure

contact history link . . . . . . . . . . . . . . . 17data relationship . . . . . . . . . . . . . . . . 16repository tables . . . . . . . . . . . . . . . . 19Siebel initialization workflow . . . . . . . . . . . 37Siebel integration . . . . . . . . . . . . . . . . 10Web Agent user record link . . . . . . . . . . . 18

FullNameField . . . . . . . . . . . . . . . . . . . 14

Ggenerating Siebel Report Wizard . . . . . . . . . . 29Get Contact Using Chat EDU block

ContactRowId . . . . . . . . . . . . . . . . . 35VduData . . . . . . . . . . . . . . . . . . . . 35

Get Record Values block

BusComp . . . . . . . . . . . . . . . . . . . . 35BusObject. . . . . . . . . . . . . . . . . . . . 35Field_xx. . . . . . . . . . . . . . . . . . . . . 35RowId . . . . . . . . . . . . . . . . . . . . . 35Value_xx . . . . . . . . . . . . . . . . . . . . 35

HHints (Global) block . . . . . . . . . . . . . . . . . 40HOSTTIME. . . . . . . . . . . . . . . . . . . . . 26

IIC Scripts

preloading . . . . . . . . . . . . . . . . . . . 24QConsole_CompleteContact . . . . . . . . . . . 16SiebelApp_CheckActivityContactLink . . . . . . . 16SiebelApp_Exit . . . . . . . . . . . . . . . . . 15SiebelApp_GetApplication . . . . . . . . . . . . 16SiebelApp_Login . . . . . . . . . . . . . . . . 15SiebelApp_ManualLogin . . . . . . . . . . . . . 15SiebelApp_PerformScreenPop . . . . . . . . . . 16SiebelApp_PerformScreenPopFromEDU . . . . . 16SiebelApp_ShowActivity . . . . . . . . . . . . . 16

incoming call workflow . . . . . . . . . . . . . 33, 38initialization workflow . . . . . . . . . . . . . . . . 49Initialize Siebel Data Server block . . . . . . . . . . 34Initialize Siebel Parameters block

SiebelConfigFile . . . . . . . . . . . . . . . . . 33SiebelPassword . . . . . . . . . . . . . . . . . 33SiebelUsername. . . . . . . . . . . . . . . . . 33

integrationclient . . . . . . . . . . . . . . . . . . . . . . 13servers . . . . . . . . . . . . . . . . . . . . . 13

interaction center data source . . . . . . 25, 40, 42, 43

Lloading workflows . . . . . . . . . . . . . . . . . . 43LOCALTIME . . . . . . . . . . . . . . . . . . . . 26Login tab . . . . . . . . . . . . . . . . . . . . . . 23

Mmodifying

CDL file . . . . . . . . . . . . . . . . . . . . . 23incoming call workflow . . . . . . . . . . . . . . 39qualify email workflow . . . . . . . . . . . . . . 41Siebel initialization workflow . . . . . . . . . . . 37


OOn Exit block . . . . . . . . . . . . . . . . . . . 34ORB service . . . . . . . . . . . . . . . . . . . 45OutboundRoutingHint table. . . . . . . . . . . 40, 42overview . . . . . . . . . . . . . . . . . . . . . 10

Ppersistence . . . . . . . . . . . . . . . . . . . . 47preloading IC Scripts. . . . . . . . . . . . . . . . 24prerequisites completing . . . . . . . . . . . . . . 21projects

TS . . . . . . . . . . . . . . . . . . . . . . 32wacd . . . . . . . . . . . . . . . . . . . . . 32Web_Routing . . . . . . . . . . . . . . . . . 40WebCenter . . . . . . . . . . . . . . . . . . 32Workflow . . . . . . . . . . . . . . . . . . . 32

QQConsole_CompleteContact . . . . . . . . . . . . 16qualify chat workflow. . . . . . . . . . . . . . 32, 40qualify email workflow . . . . . . . . . . . . . 33, 41Queue Qualifier Device block. . . . . . . . . . . . 40queues

approverqueue@DefaultTenant . . . . . . . . . 41

Rrefreshing Directory server . . . . . . . . . . . . . 30Report Wizard . . . . . . . . . . . . . . . . . 19, 29

installing . . . . . . . . . . . . . . . . . . . . 53repository

application . . . . . . . . . . . . . . . . . . . 29contact table . . . . . . . . . . . . . . . . . . 17data source . . . . . . . . . . . . . . . . . . 29database . . . . . . . . . . . . . . . . . . . 16database connection . . . . . . . . . . . . . . 25sbl_activity table . . . . . . . . . . . . . . . . 19sbl_contact table . . . . . . . . . . . . . . . . 19Siebel database connection. . . . . . . . . . . 28wc_auth table . . . . . . . . . . . . . . . . . 18

repository.adl . . . . . . . . . . . . . . . . . . . 23routing hints . . . . . . . . . . . . . . . . . . 40, 42RoutingHint table . . . . . . . . . . . . . . . 40, 42RowIdField . . . . . . . . . . . . . . . . . . . . 14

Ssbl_activity_key . . . . . . . . . . . . . . . . . . 17sbl_contact_key . . . . . . . . . . . . . . . . . . 17

ScreenPopBusComp . . . . . . . . . . . . . . . . 15ScreenPopBusObject. . . . . . . . . . . . . . . . 15ScreenPopField . . . . . . . . . . . . . . . . . . 15ScreenPopValue . . . . . . . . . . . . . . . . . . 15ScreenPopView . . . . . . . . . . . . . . . . . . 15servers

configuring . . . . . . . . . . . . . . . . . . . 45Directory . . . . . . . . . . . . . . . . . . . . 30EDU . . . . . . . . . . . . . . . . . . . . . . 47integration . . . . . . . . . . . . . . . . . . . 13ORB . . . . . . . . . . . . . . . . . . . . . . 45Siebel COM Automation . . . . . . . . . . . . . . 9Siebel COM Data . . . . . . . . . . . . . . . . . 9Workflow . . . . . . . . . . . . . . . . . . . 9, 48

Set Route Step block . . . . . . . . . . . . . . . . 40Set Routing Hint block . . . . . . . . . . . . . . . 42Set Siebel EDU Fields block

ActivityKey . . . . . . . . . . . . . . . . . . . 36AvayaContactLabel . . . . . . . . . . . . . . . 36ContactEmail . . . . . . . . . . . . . . . . . . 36ContactKey. . . . . . . . . . . . . . . . . . . 36ContactName. . . . . . . . . . . . . . . . . . 36ScreenPopBusComp . . . . . . . . . . . . . . 36ScreenPopBusObject . . . . . . . . . . . . . . 36ScreenPopField_x . . . . . . . . . . . . . . . 36ScreenPopValue_x . . . . . . . . . . . . . . . 36ScreenPopView. . . . . . . . . . . . . . . . . 36

settings, CDL . . . . . . . . . . . . . . . . . . . 14Siebel

configuration file . . . . . . . . . . . . . . . . 51Siebel 7 . . . . . . . . . . . . . . . . . . . . . . 10Siebel COM Automation server . . . . . . . . . . 9, 13Siebel COM Data server . . . . . . . . . . . . . 9, 13Siebel Dedicated Client . . . . . . . . . . . . . . . 13Siebel eBusiness Application . . . . . . . . . . . . 13Siebel initialization workflow . . . . . . . . . . 33, 37Siebel.contact_key . . . . . . . . . . . . . . . . . 48SiebelActivity

BusComp . . . . . . . . . . . . . . . . . . . 14BusObject . . . . . . . . . . . . . . . . . . . 14ContactIdField . . . . . . . . . . . . . . . . . 14RowIdField . . . . . . . . . . . . . . . . . . . 14View . . . . . . . . . . . . . . . . . . . . . . 14

SiebelAppConfigFile . . . . . . . . . . . . . . . . . . . 14ConfigFilePath . . . . . . . . . . . . . . . . . 15DataSource. . . . . . . . . . . . . . . . . . . 14ExeFile. . . . . . . . . . . . . . . . . . . . . 15ExeFilePath . . . . . . . . . . . . . . . . . . 15ExeRegKey. . . . . . . . . . . . . . . . . . . 14ExeRegValue. . . . . . . . . . . . . . . . . . 14ExeSubDir . . . . . . . . . . . . . . . . . . . 15


WindowName . . . . . . . . . . . . . . . . . 15SiebelApp_CheckActivityContactLink . . . . . . . . 16SiebelApp_Exit. . . . . . . . . . . . . . . . . . . 15SiebelApp_GetApplication . . . . . . . . . . . . . 16SiebelApp_Login . . . . . . . . . . . . . . . . . . 15SiebelApp_Logout . . . . . . . . . . . . . . . . . 15SiebelApp_ManualLogin . . . . . . . . . . . . . . 15SiebelApp_PerformScreenPop . . . . . . . . . . . 16SiebelApp_PerformScreenPopFromEDU . . . . . . 16SiebelApp_ShowActivity . . . . . . . . . . . . . . 16SiebelContact

BusComp . . . . . . . . . . . . . . . . . . . 14BusObject . . . . . . . . . . . . . . . . . . . 14FullNameField . . . . . . . . . . . . . . . . . 14RowIdField . . . . . . . . . . . . . . . . . . . 14

siebeldb . . . . . . . . . . . . . . . . . . . . . . 16s_contact table . . . . . . . . . . . . . . . . . 18s_evt_act. . . . . . . . . . . . . . . . . . . . 17

siebelDBConnection . . . . . . . . . . . . . . . . 25SiebelEDUFields

ActivityKey . . . . . . . . . . . . . . . . . . . 15ContactKey. . . . . . . . . . . . . . . . . . . 15ScreenPopBusComp . . . . . . . . . . . . . . 15ScreenPopBusObject . . . . . . . . . . . . . . 15ScreenPopField. . . . . . . . . . . . . . . . . 15ScreenPopValue . . . . . . . . . . . . . . . . 15ScreenPopView. . . . . . . . . . . . . . . . . 15

Ttables

contact . . . . . . . . . . . . . . . . . . . . . 17OutboundRoutingHint . . . . . . . . . . . . 40, 42RoutingHint. . . . . . . . . . . . . . . . . 40, 42s_contact. . . . . . . . . . . . . . . . . . . . 18s_evt_act. . . . . . . . . . . . . . . . . . . . 17sbl_activity . . . . . . . . . . . . . . . . . . . 19sbl_contact . . . . . . . . . . . . . . . . . . . 19wc_auth . . . . . . . . . . . . . . . . . . 18, 35

Transfer Call blockDestination . . . . . . . . . . . . . . . . . . . 39PBX type . . . . . . . . . . . . . . . . . . . . 39

ts.incomingcall . . . . . . . . . . . . . . . . . . . 33

Uuagent.cfg . . . . . . . . . . . . . . . . . . . . . 51update_agent_primaryworkgroup workflow. . . . . . 40update_qw_cache workflow. . . . . . . . . . . . . 40updating

CallCenterQ database. . . . . . . . . . . . . . 25Directory server. . . . . . . . . . . . . . . . . 30

repository application . . . . . . . . . . . . . . 29Siebel configuration file . . . . . . . . . . . . . 51

VView . . . . . . . . . . . . . . . . . . . . . . . . 14

Wwacd.qualifychat . . . . . . . . . . . . . . . . . . 32wacd.qualifyemail . . . . . . . . . . . . . . . . . . 33wc_auth table. . . . . . . . . . . . . . . . . . . . 35Web Self-Service document . . . . . . . . . . . . . 40Web_Routing project . . . . . . . . . . . . . . . . 40WindowName . . . . . . . . . . . . . . . . . . . 15Workflow server

about . . . . . . . . . . . . . . . . . . . . . . 9configuring workflows . . . . . . . . . . . . . . 31loading workflows . . . . . . . . . . . . . . . . 43server integration . . . . . . . . . . . . . . . . 13

Workflow serversconfiguring . . . . . . . . . . . . . . . . . . . 48

workflow.siebelinitialize . . . . . . . . . . . . . 33, 48workflows

blocks . . . . . . . . . . . . . . . . . . . . . 33configuring . . . . . . . . . . . . . . . . . . . 31customer management . . . . . . . . . . . . . 42email analysis . . . . . . . . . . . . . . . . . . 42incoming call . . . . . . . . . . . . . . . . 33, 38initialization . . . . . . . . . . . . . . . . . . . 49loading . . . . . . . . . . . . . . . . . . . . . 43projects . . . . . . . . . . . . . . . . . . . . . 32qualify chat . . . . . . . . . . . . . . . . . 32, 40qualify email. . . . . . . . . . . . . . . . . 33, 41routing hints . . . . . . . . . . . . . . . . . 40, 42Siebel initialization . . . . . . . . . . . . . . 33, 37synchronous startup . . . . . . . . . . . . . . . 49update_agent_primaryworkgroup . . . . . . . . . 40update_qw_cache . . . . . . . . . . . . . . . . 40