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Siebel Smart AnswerConnector Guide

Version 8.1

August 2009


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Siebel Smart Answer Connector Guide Version 8.1 3

Contents

Siebel Smart Answer Connector Guide 1

Siebel Smart Answer Connector Guide, Version 8.1

Whats New in This Release 5

About Siebel Smart Answer Connector 6

About Installing and Configuring Siebel Smart Answer Connector 6

Sample Files for Use With Siebel Smart Answer Connector 6

Sample Configuration File for Use With Siebel Smart Answer Connector 7

Sample KBI Files for Siebel Smart Answer Connector 7Sample C++ Input and Output Files for Use With Siebel Smart Answer Connector 13

Sample Lookup (Categorize) Files for Use With Siebel Smart Answer Connector 17

Sample RefreshKB Files for Use With Siebel Smart Answer Connector 19

Sample Feedback Files for Use With Siebel Smart Answer Connector 20

Index


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Contents

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Siebel Smart Answer ConnectorGuide, Version 8.1

Oracles Siebel Smart Answer Connector Guide describes the Siebel Smart Answer Connector

application programming interfaces (APIs) and how to use the APIs to integrate Siebel Business

Applications with a Natural Language Processing (NLP) solution.

This version of Siebel Smart Answer Connector Guide supports the Siebel CRM version 8.1.1.1 Fix

Pack release. It includes the following topics:

Whats New in This Release on page 5

About Siebel Smart Answer Connector on page 6

About Installing and Configuring Siebel Smart Answer Connector on page 6

Sample Files for Use With Siebel Smart Answer Connector on page 6

NOTE: Siebel Smart Answer Connector version 8.1 is the first release of this new product.

Whats New in This ReleaseTable 1 lists changes described in this version of the documentation to support release 8.1 of the

software.

NOTE: The functionality described here is provided as ACR 476. For the current release of Siebel

Business Applications, implementing this functionality requires installing a patch release and

performing postinstallation configuration tasks. For more information about these tasks, see the

relevant instructions in the applicable Siebel Maintenance Release Guide on OracleMetaLink 3.

Table 1. New Product Features in Siebel Smart Answer Connector Guide, Version 8.1

Topic Description

About Siebel Smart Answer

Connector on page 6

New topic. It describes Siebel Smart Answer Connector.

About Installing and Configuring

Siebel Smart Answer Connector

on page 6

New topic. It describes high-level installation tasks.

Sample Files for Use With Siebel

Smart Answer Connector on

page 6

New topic. It provides sample code for use in configuring Siebel

Smart Answer Connector by invoking various business service

methods.


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Siebel Smart Answer Connector Guide, Version 8.1 About Siebel Smart Answer

Connector

6

About Siebel Smart Answer ConnectorSiebel Smart Answer Connector provides open APIs that you can use to integrate Natural Language

Processing (NLP) tools into the Siebel enterprise environment. NLP allows you to use linguistic

analysis techniques and content analysis algorithms, thereby eliminating time-consuming analysis

and manual processing of high volumes of customer email by:

Supporting international deployments

Enabling routing based on language of incoming email

Providing automatic responses in multiple languages

Providing agents with automatically-suggested responses to emails sent in multiple languages

NOTE: You must upgrade to Siebel CRM version 8.1.1.1 to implement Siebel Smart Answer

Connector for use with an existing Siebel Smart Answer version 7.7, 7.8, and 8.0 environment. You

must also have a third-party NLP engine and an adapter that is compatible with the Siebel API.

Siebel Smart Answer Connector is available on both Windows and UNIX. For more information about

the supported operating systems, see Siebel System Requirements and Supported Platforms on

Oracle Technology Network.

NOTE: Siebel Smart Answer Connector is for use with Siebel Cross-Industry Applications. It is

currently not for use with Siebel Industry Applications.

About Installing and Configuring SiebelSmart Answer ConnectorBefore using Siebel Smart Answer Connector, you must install the Siebel 8.1.1.1 Fix Pack for an

existing Siebel CRM version 8.1.1 installation. The Fix Pack replaces existing executable files and

provides new files.

For information about installing Siebel CRM version 8.1.1, see Siebel Installation Guide for the

operating system you are using. For information about fix pack installations, see the applicable Siebel

Maintenance Release Guide on OracleMetaLink3.

Sample Files for Use With Siebel SmartAnswer ConnectorThis topic contains the following types of XML for use in configuring Siebel Smart Answer Connector

and invoking various business service methods:

Sample Configuration File for Use With Siebel Smart Answer Connector on page 7

Sample KBI Files for Siebel Smart Answer Connector on page 7

Sample C++ Input and Output Files for Use With Siebel Smart Answer Connector on page 13

Sample Lookup (Categorize) Files for Use With Siebel Smart Answer Connector on page 17

Sample RefreshKB Files for Use With Siebel Smart Answer Connector on page 19


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Smart Answer Connector


Sample Feedback Files for Use With Siebel Smart Answer Connector on page 20

NOTE: You must modify the code in each of these sample files for your specific deployment.

Sample Configuration File for Use With Siebel SmartAnswer Connector

For Siebel Smart Answer Connector to function, you must configure a mandatory XML-based

configuration file. The following code is a sample configuration file that helps establish the connection

and linkage to the external (third-party) adapter to work with a Siebel 8.1 application. The

administrator must specify in this file the correct values for the DLL Name, Facade Name, and the

Siebel File System location.

T:\ses\siebsrvr\XSAAdapter.dll

InvokeMethod

\\tjones-pc\fs\

Sample KBI Files for Siebel Smart Answer Connector

This topic provides the following sample KBI (Knowledge Base Interchange) files for invoking

business service methods for Siebel Smart Answer Connector:

LPeter_org.xml File on page 7

ITProducts.xml File on page 10

Media17.xml File on page 12

LPeter_org.xml FileThe following is XML of a Knowledge Base Interchange (KBI) XML file for importing multilevel

categories. Enter the actual knowledge base for your deployment; the knowledge base is dictated by

the end-user application.


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name CDATA #REQUIRED >

name CDATA #REQUIRED

kscore CDATA "50">

]>


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10

ITProducts.xml FileThe following XMLS is an example of a Knowledge Base Interchange (KBI) XML file. Use this code as

a basis for creating a file for importing multilevel product categories. Enter the actual knowledge

base for your deployment; the knowledge base is dictated by the end-user application.



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kscore CDATA "50">

]>


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12

Media17.xml FileThe following XML is an example of a Knowledge Base Interchange (KBI) XML file. Use this code as

a basis for creating a file for importing multilevel media categories. Enter the actual knowledge base

for your deployment; the knowledge base is dictated by the end-user application.



kscore CDATA "50">

]>


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Sample C++ Input and Output Files for Use With SiebelSmart Answer Connector

This topic provides the following input and output files as examples of the invocation of business

service methods for Siebel Smart Answer Connector when used with a C++-based adapter:

Categorize Output File on page 14

Identify Language Input File on page 14

Identify Language Output File on page 15


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14

Categorize Output FileThe following XML is an example of the expected output for the Categorize method call. This XML-

formatted message flows from a third-party adapter to the Siebel 8.1 application.

Identify Language Input FileThe following XML is an example of the expected input for the Identify Language method call. This

XML-formatted message flows from a Siebel 8.1 application to a third-party adapter.

NOTE: This message may or may not identify the internal Document Type Definition (DTD).


action CDATA #REQUIRED>


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category-count CDATA #REQUIRED

property-count CDATA #REQUIRED >


property-count CDATA #REQUIRED>


kscore CDATA #REQUIRED >


value CDATA #REQUIRED >

]>

Identify Language Output File

The following XML is an example of the expected output for an Identify Language method call. ThisXML-formatted message flows from a third-party adapter to a Siebel 8.1 application.


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16


action CDATA #REQUIRED>


property-count CDATA #REQUIRED >


property-count CDATA #REQUIRED>


kscore CDATA #REQUIRED >


value CDATA #REQUIRED >

]>


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Sample Lookup (Categorize) Files for Use With SiebelSmart Answer Connector

This topic provides the following input and output files as examples of the invocation of the Lookup

(Categorize) business service method for Siebel Smart Answer Connector:

Lookup (Categorize) Input File on page 17

Lookup (Categorize) Output File on page 18

Lookup (Categorize) Input FileThe following XML is an example of a SOAP (Simple Object Access Protocol) request message for the

Lookup (Categorize) method call. A SOAP message is a specification for exchanging structured

information in the implementation of Web services. This request message is sent to a third-party

adapter or Web service from the Siebel 8.1 application.


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Lookup (Categorize) Output FileThe following XML is an example of a SOAP response message for the Lookup (Categorize) method

call. This response message is sent from a third-party adapter or Web service to the Siebel 8.1

application.

utf16

English

Ramani Iyer

95

Bhavin Gosrani

96


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Sample RefreshKB Files for Use With Siebel SmartAnswer Connector

This topic provides the following input and output files as examples of the invocation of the

RerfreshKB business service method for Oracles Siebel Smart Answer Connector:

RefreshKB Input File on page 19

RefreshKB Output File on page 19

RefreshKB Input FileThe following XML is an example of a SOAP request message that invokes a RefreshKB method call.

This request message is sent from a Siebel 8.1 application to a third-party adapter or Web service.

test_arun

RefreshKB Output FileThe following sample code is an example of a SOAP response message generated from a third-party

Web service in response to a RefreshKB method call by a Siebel 8.1 application.


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20

Success

\\tjones-pc\fs\smartanswer\export\ITProductsKBI_20090409122506.xml

Sample Feedback Files for Use With Siebel SmartAnswer Connector

This topic provides the following input and output files as examples of the invocation of the Feedback

business service method for Siebel Smart Answer Connector:

Feedback Input File on page 20

Feedback Output File on page 21

Feedback Input FileThe following XML is an example of a SOAP request message for the Feedback method call. This

request message is sent from a Siebel 8.1 application to a third-party adapter or Web service.


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English

test

utf16

Ramani Iyer

Bhavin Gosrani

Feedback Output FileThe following sample code is an example of a SOAP response message generated from a third-party

Web service in response to a Feedback method call by a Siebel 8.1 application.

Success


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Index

Ssample code for Siebel Smart Answer

ConnectorCategorize output file 14Feedback input file 20

Feedback output file 21Identify Language input file 14Identify Language output file 15ITProucts.xml file 10

Lookup (Categorize) input file 17Lookup (Categorize) output file 18

LPeter_org.xml file 7Media17.xml file 12RefreshKB input file 19RefreshKB output file 19


about 6about installing and configuring 6overview of 5sample configuration file for 7version of for this guide 5


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