Features and Limitations

Features

This section lists all features that are supported in Connects for Siebel b+s Connects for Siebel:

Voice

• Agent capabilities
  • Accept / hold / retrieve / hang up a voice call
  • Agent not ready with reason
  • Agent change not ready reason code
  • Call wrap-up with reason
  • Request (optional) wrap-up with reason
  • Agent logout with reason
  • Manual outgoing calls
  • Dial from ready state
  • Blind transfers (aka single step transfers)
  • Consult call transfers (aka warm transfers)
  • Consult conference calls
  • Siebel CRM screen transfer for call transfers and call conferences using Siebel bookmarks
  • Request callback on outbound campaign call
  • Classify contact on outbound campaign call
  • Multiple Lines on agent phones with restrictions (refer to chapter Multiple Lines on Agent Phones)
  • Click to call in Siebel CRM client mode Open UI
  • Call wrapup timer (restrictions apply, see chapter Unsupported Features & Limitations)
  • Time in queue (using a call or ECC variable )
  • Cisco Hard- and Softphones / Jabber.
  • CUCM based auto-answer.
• Backend capabilities
  • Route inbound calls in CCE/CCH script to an available agent
  • Call information from CCE/CCH is available in events to the Siebel Adaptive Communications API interface. The Siebel CRM can use any data parameter for screen pop including, but not limited to, ANI, DNIS and CCE/CCH call variables and ECC variables /arrays
  • ECC variables / arrays can be used to transport call data from CCE/CCH to ConnectMCAL which translates them into a list of ECC key-value-pairs and forwards this list to the Communication Toolbar Adapter
  • Present automated outbound calls, executed by the Cisco Outbound Option Dialer, to agents on Siebel CRM (preview, direct-preview, predictive/progressive dialing mode)
• Miscellaneous
  • Cisco Finesse Supervisor Desktop (prior to UCCE 11.0 CTI OS Supervisor Desktop) can be used to supervise.
  • CUCM-based silent monitoring (restrictions apply, see chapter Unsupported Features & Limitations)

Email

• Agent capabilities
  • Accept / pause / resume / end an email task
  • Agent not ready with reason
  • Agent logout with reason
  • Release/reject an offered email task
  • Reroute an email task back to the same queue, to another queue or to a specific agent
• Backend capabilities
  • Route Siebel CRM ERMS emails in CCE/CCH script to an available agent
  • Task information from CCE/CCH is available in events to the Siebel Adaptive Communications API interface. The Siebel CRM can use any data parameter for screen pop including, but not limited to, Sender, Subject and CCE/CCH call variables and ECC variables
  • Interruptibility for the email channel (i.e. the CCE/CCH Media Routing Domain used for email routing is set to be interruptible) is supported

Chat Starting with version 2.6 Chat needs an additional installation and is not included in the standard installer.

• Agent capabilities
  • Accept / pause / resume / end a chat task
  • Agent not ready with reason
  • Chat task wrap-up with reason
  • Agent logout with reason
  • Send and receive text messages during chat session
  • Chat transcript stored in Siebel Activity
  • Release/reject an offered chat task
  • Reroute a chat task back to the same queue, to another queue or to a specific agent
  • Siebel CRM screen transfer for chat transfers (agent to agent or agent to queue) using Siebel bookmarks
  • Chat state composing / Siebel Chat Feedback
  • Message response templates (Siebel Frequently Used Text)
  • Multiple parallel chats (max. 6)
• Backend capabilities
  • Automated chat prompts configurable in CCE/CCH routing script
  • Route chats in CCE/CCH routing script to an available agent
  • Chat information transported from the customer (via chat server and ChatConnector) to CCE/CCH is available in events to the Siebel Adaptive Communications API interface. The Siebel CRM can use any data parameter for screen pop including, but not limited to Sender, Subject and CCE/CCH call variables and ECC variables
  • VarPool or self-defined variables for transporting customer data to CCE/CCH respectively to Siebel CRM

General

• Agent login by specifying phone extension
• Agent login with configured phone extension in Siebel teleset
• CCE/CCH integrated reporting on voice, email and chat channel
• Cisco Unified Mobile Agent support
• Multiple CCE/CCH Agent PGs deployment for voice deployments only
• Siebel CRM client in Open UI (OUI) and in High Interactivity (HI) mode (restrictions apply, see chapter Oracle Siebel Software and chapter Unsupported Features & Limitations)
• Secure communication with Siebel CRM
  • Secured communication between Siebel Inbound/Outbound Web Service and Siebel RoutingAdapter
  • Secured communication between MCAL and CTI Server.
• Cisco's Single Sign-On (SSO) is supported in "Hybrid" and "SSO" mode

Limitations

The following section lists all unsupported features and limitations of the b+s Connects for Siebel 2.4:

Voice channel

• Single channel login is not supported for voice (refer to the chapter Single Channel Login for more information)
• CCE/CCH call variables set in ConsultationCallRequest are replaced with call variables of held call and are not visible for a second agent after the transfer is completed.
• Be aware that even though the formerly missing wrap-up event for the transferring agent is now fired after a completed call transfer or conference, it is still not possible to provoke that entered data (e.g. wrap-up reasons) is saved into the CCE/CCH database. This is a known limitation of CCE/CCH and comes by the fact that for a completed call transfer or conference the call is not only cleared but completely ended.
• If an agent executes a blind or consult transfer to another agent by using the Cisco IP Phone the screen content of the first agent is not transferred to the other agent. This is a known limitation by Siebel CRM. All call transfers must be executed with the Siebel CRM Web Client to ensure that screen content is transferred along with the call.
• Because there is no predefined dial-pad on the Siebel CRM Web Client, DTMF strings can only be sent via the dropdown menu (Tools -> Communications-> Send DTMF).
• If a fail-over (CTI Server, Agent PG etc.) occurs during a conference call, the recovered call is no longer identifiable as a conference call but is displayed as a "normal" call. The call on the phone remains in conference state. However, if in the recovered conference scenario of agent1 to agent2 to customer an agent drops the conference call, the call disappears from the Siebel Web Client for both agents (on the phone the call is not disconnected). The agent who dropped the call can rejoin the call by using his phone.
• CUCM-based silent monitoring
  • Siebel Adaptive Communication API does not receive any notification that the call is being monitored.
  • Siebel Adaptive Communication API does not see call events related to the silent monitor call.
• ECC Arrays are not available as such in events and commands on the Siebel Adaptive Communications API interface
• Dropping participants from a conference call by using the Siebel Communications Toolbar is not supported.
• Work item description will not be updated after single step transferring a conference call
• If a fail-over (ConnectMCAL) occurs, the ANI of an existing customer call is empty and the agent state is set to Not Ready after the call.
• When a call is transferred via routepoint and network IVR to another agent, the ANI and work item description displayed on 2nd agents desktop may be incorrect.
• If an agent executes a blind transfer the displayed text on transferred agent might not be accurate
• After agent to agent calls with wrapup, only one agent has a work item during wrapup
• When call wrapup timer is enabled:
  • Work Duration field in Siebel activity record without wrapup time
  • Actual End field in Siebel activity record without wrapup time
  • Wrapup timer is not possible when missing the work item (e.g. agent to agent calls)
• Workspace switching with work item dropdown doesn't work properly, while a call in wrapup state exists

Email channel

• Single channel login is not supported for email (refer to the chapter Single Channel Login for more information)
• Wrap-up for email tasks is not supported
• If an agent wants to be not ready after handling an email he must change his state to not ready while working on the email (it's not supported to go NotReady while alerting)
• Auto Answer set in CCE/CCH Agent Desk Settings does not work for the email channel
• Siebel CRM screen transfer for email reroutes using Siebel bookmarks is not supported
• Upon the agent's acceptance of an email the field MCA_RoutingStatus in the Siebel database is correctly changed to 02. However, this does not cause the status of the Siebel activity to be updated automatically.
• CCE/CCH ECC Arrays are not supported for the email channel
• An agent can handle one email task simultaneously. I.e. multi-email is not supported

Chat channel

• Single channel login is not supported for chat (refer to the chapter Single Channel Login for more information)
• When transferring a chat from one agent to another agent / to a queue or forward a chat, the transferring agent is not placed into wrap-up
• Requesting wrap-up during the chat session is not supported
• If an agent wants to be not ready after handling a chat respectively after ending wrap-up he must change his state to not ready during the chat session. (it's not supported to go NotReady while alerting)
• When an agent changes his state to Not Ready while handling a chat or being in wrap-up the state Work Not Ready will not be signaled to CCE/CCH.
• TIMEOUT-Label: Rerouting of the chat after 10 seconds (hardcoded in ChatConnector, not configurable in b+s Connects for Siebel) to the same Dialed Number / Script Selector as before.
• OVERFLOW-Label: The chat is terminated by the ChatConnector and the message "The chat session is closed by overflow." is sent to the customer.
• Auto Answer set in CCE/CCH Agent Desk Settings does not work for the chat channel
• CCE/CCH ECC Arrays are not supported for the chat channel
• Using the Siebel CRM client in High Interactivity (HI) mode is not supported for the chat channel
• Chat transfer from agent1 to agent2 is only supported, if agent2 is logged in. Otherwise, agent1 is not able to transfer the chat again or to pause it without having any destructive impact to current chat.

General

• b+s Connects for Siebel 2.6.0.0 components do not support IPv6
• Email and chat routing (and re-routing) in environments with multiple CCE/CCH Agent PGs is limited to the agents connected to the local CCE/CCH Agent PG.
• Secured communication between the Communication Toolbar Adapter and the DataStore
• Please note that as of Oracle Siebel CRM Innovation Pack 2015 only the message base severity is supported (i.e. severities in column Type) for the broadcast messages.
• While using Outbound Option, handling media tasks (email and chat) is not supported