Siebel Communication

Siebel Communication is for handling communications in Siebel Business Application.
Adaptive Communicator API is used to develop custom drivers.

1.Interactive Communication : CTI capability are provided through CTI middleware. Communications Session Manager component handles CTI communications.
ACD(Automatic Call Distributor) is used for call routing.

2.Inbound Communications: Support third party email server and process inbound email.
3.Outbound Communications : Sending email, Fax, wireless from Siebel application.(Send Page uses Page manager rather then Communication server).Support email responses.(Outbound Communication Manager)

CTI : Computer Telephone Integration

Siebel Email Response

Siebel Email response allows agents to receive and reply to inbound email message.
Inbound email routing can be handled by Siebel Assignment Manager with Siebel WF.
Response groups and WF to determine how to process inbound email messages.

1. Communication Inbound receiver
2. Communication Inbound Processor
Receive and process inbound email communication.
1. Communication Outbound Manager component for reply email.

Component Group: Communications Management
Components:
Ÿ Communications Configuration Manager
Ÿ Communications Inbound Processor
Ÿ Communications Inbound Receiver
Ÿ Communications Outbound Manager
Ÿ Communications Session Manager
Ÿ Email Manager
Ÿ Page Manager
Ÿ Smart Answer Manager

Response group: Defines how inbound communications (email, or routed voice calls) are processed. Invokes a workflow process that evaluates and processes inbound communications.