What is Siebel CTI?

CTI is stands for Computer Telephony Integration. Basically CTI is call routing based on customer profile in the related software, usually the CTI will display screen pop-up with customer information in the application user interface. CTI also used as controlled call transfers with customer data, campaigns, predictive dialing and call blending.

Siebel CRM Software integrates the CRM Siebel Web Client with the CTI middleware and the telephone switch through the Siebel Communications Server infrastructure. Siebel CTI enables an integrated context sensitive ?softphone? application. The telephone switch provides notification of telephony events through the CTI middleware to the Siebel Communications Server. Then, the Siebel user interacts with the telephone system with the Siebel Web Client.

Siebel CRM Software gives a validated out-of-the-box integration with Siebel CTI Connect for telephony switch manufacturers, such as Avaya, Nortel Networks and Siemens. Siebel CTI also gives the Siebel Adaptive Communications API programming layer. Siebel CTI may be used with all Siebel eBusiness base applications.

Siebel CTI Features

Multi-channel Communications Toolbar, agents may be associated with multiple Communications configurations and multiple ACD queues. Better hold/resume support for Multiple Lines, enhanced Not Ready provides the ability to select Reason Codes. Communications elements may be routed by an intelligent queuing engine such as Siebel Universal Queuing. Zero-Install, Highly Interactive Web Client. Unified Communications Control, Persistent Customer Dashboard, Global Time Zone, Search Center, Audit Trail and SmartScript Enhancements.

Audit Trail creates a history of the changes that have been made to data in Siebel applications. An audit trail is a record showing who has accessed an item, which operation was performed, when it was performed, and how the value was changed. Therefore, it is useful for maintaining security, examining the history of a particular record, and documenting modifications for future analysis and record keeping. Audit Trail logs information without requiring any interaction with, or input from, your users.

Siebel Audit Trail

Audit Trail can be used for a variety of purposes. In a simple example, a call center uses an audit trail to track the status change of a service request, who changed it and when. Audit trail capabilities can also be used to track the time needed to change the state of an item, such as a service request from open to closed. A calculation of the time difference can help the call center manager measure and improve service quality. Audit trail can also be used to reproduce a record at a given point in time to maintain regulatory compliance by looking at the audit trail records of changes and the current state of the record.

For any audit trail deployment, the combination of the number of fields audited and the number of audit records created by a given business process has performance implications. Auditing a large number of fields on a business component or auditing fields in a large number of business components may produce unacceptable performance that is counter to the overall business requirement.

Audit trail works for replication and synchronization. For Siebel Remote and Siebel Replication users making changes to records, Audit Trail records successfully committed transactions and also transactions that did not get synchronized to the server because of conflicts.

Access expert hints in the topic of buy PlayStation 3 - this is your individual knowledge base.