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PureConnect 2021 R4Generated:04-November-2021Content last updated:5-May-2020See Change Log for summary ofchanges.CIC Integration to SiebelInstallation and Configuration GuideAbstractThis installation guide provides a summary of the installation process, aswell as detailed steps for installing and con guring the CIC Integration toSiebel.For the latest version of this document, see the PureConnectDocumentation Library at: http://help.genesys.com/pureconnect.For copyright and trademark information, pyright and trademark information.htm.1

Table of ContentsTable of ContentsOverview of the CIC Integration to Siebel25Integration Key Features5CIC Integration to Siebel Architecture7Server-side integrationIntegration components deploymentImplementing in a UNIX environment777System requirements9Siebel integration server/Siebel serverCIC serverRelease Documents and Feature Information999Latest Release9Installing the CIC integration with SiebelUpgrading Siebel integration to CIC 2018 R1 or later1011Upgrading from CIC 2.3.1, CIC 2.4, or CIC 3.0Resetting the library name of the CTI Driver1111Configuring CIC integration with Siebel12Importing the InteractiveIntelligence.def fileReviewing and modifying the communications drivers and profilesCTI driver parametersAdd the KeepAlive parameterUnderstanding profiles1213151718Mapping agents' phones to workstations18Running Siebel with the CIC clientRunning Siebel without the CIC clientCreating telesets for agent workstations191919Allowing agents access to the Communication ToolbarSetting the agents’ user namesAdding status data to Siebel's reason code list of valuesEditing the Siebel configuration files20222225Siebel commands and events26Events (name-value pairs)CTI AddedWorkItemChangeCallSelectedStandard attributes for CTI events262626262727272727Configuring screen popsCTI rivateCall2828282929292929293030303030303031312

323232323333333333Additional configuration34Creating a CIC super userSetting up and enabling the super userCustomizing Siebel queue timeSwitchover support34353636Troubleshooting37Increasing log levelsRetrieving trace logs3737Appendix A: workstations template38ExampleTemplate3838Appendix B: Siebel Integration FAQs39General Features39What interaction types does the integration support?For CIC 4.0, do we store the details of the ININ Email/Web Chat in the Siebel activity?Do you integrate with Siebel Email Response or Oracle Web Chat?What are Siebel Commands and Events referred to in the documentation?Does the integration support Single Sign On (SSO)?Does the integration support switchover?Can the integration be used with SIP Softphone?Can outbound calls be made on behalf of a Workgroup?Is Screen Recorder supported with the Siebel Integration even if I am not running Interaction Desktop?Can you run the Interaction Client side by side the Siebel integration?Can a user log into Siebel and enter both a Remote Station and a Remote Number at the same time?Does the integration support Siebel Open UI?Do we integrate Siebel with Interaction Dialer?Can multiple Siebel instances point to the same CIC server?Screen Pop393939393939393940404040404040What screen pops do we support out of the box?How do screen pops work with Siebel?What interaction types do you support screen pop for?Does Siebel support doing differing screen pop based on one, many, or no matches?Is the screen pop transferred to another agent if the customer is transferred?When is the screen pop delivered? Ringing or Connected? Is it configurable?Versioning40404141414141What versions of Siebel are supported? Is our integration different for version 7 and 8?What versions of CIC do we support?Is Siebel permitted for use in CaaS?Does our integration work with Siebel OnDemand (Hosted) version?Is Siebel 2000 supported?Does Siebel have a license that must be purchased in order to use our integration at a specific site?Licensing/Certification41414141424242Are we Siebel certified?How is it licensed?What level of partner is Interactive Intelligence with Oracle?424242Supported Environments42Do we support a Unix based environment?42Is a separate "integration server" always required?42Is it recommended to have the Siebel Comm Session Manager to be run on the same machine as the Siebel Application Object manager? 42Change Log443

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Overview of the CIC Integration to SiebelThe CIC Integration with Siebel integrates the functionality of the Customer Interaction Center Client into the Siebel Web or thinclient. CIC’s advanced soft phone capabilities are seamlessly integrated into the Oracle Siebel CRM user interface. This providesstandard call controls and a powerful user-configurable, rules-driven “screen pop” to virtually any Oracle Siebel CRM view based ondata collected in the phone system.The integration uses a combination of the PureConnect platform’s IceLib SDK and Siebel’s Adaptive Communications API.Integration Key FeaturesBasic and tailored screen pops: Use caller ID, or deliver menu navigation data collected in the IVR to Siebel to drive acontext-rich screen pop.Voice and data synchronization on internal transfers: Agent-to-agent transfers send the current Siebel agent screen asthe screen pop. That means no annoying requests for callers to repeat their contact information.Simple activity generation: CIC creates Siebel activities for all multi-media interactions (inbound/outbound) with the abilityto manually or automatically associate the activity to a given Siebel entity.Extensive integration model: CIC’s plug-in methodology allows additional customization for specific commands/eventsunique to the implementation.Configurable work item display: Define and customize information in the agent work item display – name, phone number,IVR data, etc.5

This integration gives IT departments the ability to choose their architecture infrastructure. Administrators can deploy theintegration to agent workstations, or install it on one server. Most of the visual integration resides in the Siebel Communicationstoolbar.6

CIC Integration to Siebel ArchitectureServer-side integrationThe integration installation includes a C driver dll (named inin integrations siebel interopU.dll) plus numerous dependencies(e.g. IceLib). The inin integrations siebel interopU.dll is loaded directly by the Siebel’s Communication Session ManagerComponent (aka. CommSessionMgr) on the Siebel server.Integration components deploymentThe integration components are installed directly on the Siebel server alongside the Siebel Communication services (specificallythe Siebel Communication Session Manager). Siebel can be deployed on numerous different OS platforms, but the CIC Integrationwith Siebel components must be installed on a Windows platform, typically on Windows Server 2012 R2 (64-bit), 2016 (64-bit) or2019 (64-bit). If your implementation has more than 200 agents, Siebel recommends you use a separate server in the SiebelEnterprise setup. In the diagram below, the “Siebel Integration Box” depicts running in this split configuration.Implementing in a UNIX environmentA Siebel deployment typically has many servers. The integration requires a Windows platform. Therefore, you can deploy separateWindows Siebel Enterprise Servers running Siebel’s Communication Services, CIC’s IceLib API, and the CIC Integration with Siebel.This figure illustrates the CIC Integration with Siebel Architecture.7

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System requirementsCIC Integration with Siebel must be installed:On a Windows OS (preferably Windows Server 2012 R2, 2016 or 2019). See the Siebel documentation for Siebel server WindowsServer requirements.Concurrently with Siebel Communications Services (which specifically includes the Siebel Communication Session Manager)Siebel integration server/Siebel serverThe following items must be running on the Siebel server:Siebel 7.X, Siebel 8.X, Siebel Innovation Pack 2014, Siebel Innovation Pack 2015, Siebel Innovation Pack 2016, Siebel InnovationPack 2017, or Siebel Innovation Pack 2018.Note: License required. Sections of the installation are tailored to a specific version of Siebel.Customer Interaction Center Integration with SiebelTypically, the Siebel Server and the Siebel Integration co-reside on a server. However, as illustrated in the architecture section,these components could reside on separate servers in the Siebel Enterprise.Note: Refer to Siebel’s documentation for requirements of the Siebel Servers. Install the CIC Integration with Siebel onlyon the servers running the Siebel Communications Session Manager.20 Gigabytes of free hard disk space (for logging)Windows Server 2012 R2 (64-bit), 2016 (64-bit) or 2019 (64-bit), which are Microsoft Windows-based operating systems. See theSiebel documentation for specific server grade requirements.Microsoft Framework (version 4.0)IceLib (Included in installation) No license requiredSiebel Communication Management Services (Required component: Communications Session Manager)CIC serverSee the PureConnect Installation and Configuration Guide in the PureConnect Documentation Library for CIC server requirements.The integration requires no installation on the CIC server.Make sure you update the CIC server and workstations to CIC 2018 R1 or later before installing or applying the CIC Integrationwith Siebel.Release Documents and Feature InformationIC Integration with Oracle Siebel is available in CIC 4.0 SU 3 to SU 6 and CIC 2015 R1 and later.For specific questions see Appendix B: Siebel Integration FAQs.CIC Release NotesIC Integration to Siebel User's GuideLatest ReleaseStarting with CIC 2015 R1, the IC Integration with Oracle Siebel components are:Released with CIC 2015 R1 or later releases and patches.Included on the CIC 2015 R1 or later .iso file.Check the Downloads page the for the latest CIC release.Important : IC Integration with Oracle Siebel 2015 R1 or later can be applied to any IC Integration with Oracle Siebel 4.0 SU.9

Installing the CIC integration with SiebelThe integration must be installed on the Siebel server that is running the Siebel Communication Session Manager. This componentloads the integration (also known as the CTI driver).To install the integration on the Siebel server:1. If you have not done so already:a. Download the CIC 2018 R1 or later .iso file from the Interactive Intelligence Product Information site x.b. Copy the .iso file to a file server (non-IC server) with a high bandwidth connection to the server(s) on which you will berunning the CIC installs.c. Mount the .iso file and share the contents to make them accessible to the server(s) on which you will be running the CICinstalls.2. Navigate to the \Installs\Integrations directory on the file server.3. Copy the CIC Integration with Siebel .msi file, for example, SiebelIntegration 2018 R1.msi , to the server on which you planto run this install and double-click to launch it.The Welcome dialog box appears.4. Click Next .The Custom Setup dialog box appears.5. By default, the installation chooses C:\Program Files\Interactive Intelligence\Siebel folder as the installation location. You canoptionally click Browse to change the installation folder.6. Click Next .The Ready to install IC Integration with Siebel dialog box appears.Note: Based on the specified version, IceLib SDK installs itself automatically.7. If the CIC Integration is the first Genesys product installed on the server, the Logging File Path dialog box appears. This dialogbox allows you to specify the folder for the integration logging. It is preferred to write logging data to any disk that is notrunning the OS. For example the D or E drive.8. Click Install .The CIC Integration with Siebel displays a status bar and messages as the installation progresses. When finished, theCompleted the CIC Integration with Siebel Setup Wizard dialog box appears.9. Click Finish .10. If prompted, restart the server to complete the installation process.Note: If you are running Windows Server 2016 or higher, you might receive the following error message: “Failed onsending request or failed on processing request in server server name ”.If you receive this message, you must manually copy the integration files from the installation directory (for example,c:\Program Files (x86)\Interactive Intelligence\Siebel) to the Siebel Server’s bin directory at drive :\sbaXX\siebsrvr\BIN(where XX is the version of your Siebel install).Genesys is working on a solution to this issue, but if you update CIC in the meantime, you must manually copy theupdated integration files to the bin directory with each new update.10

Upgrading Siebel integration to CIC 2018 R1 or laterUpgrading from CIC 2.3.1, CIC 2.4, or CIC 3.0To upgrade to CIC 2018 R1 or later from CIC 2.3.1, CIC 2.4, or CIC 3.0:1. On the server running the Siebel Communications Session Manager (with the CTI driver), stop Siebel Enterprise.2. Open Add/Remove Programs , locate the CIC Integration with Siebel (also known as Siebel Application Connector) andchoose to uninstall this application.3. Open Add/Remove Programs , locate ClientCOM, and choose to uninstall this application.4. If prompted, restart the computer.5. Open the DRIVE :\sieXX\siebsrvr\BIN directory or in the DRIVE :\sbaXX\siebsrvr\BIN (where XX is the versionof Siebel install) directory. Does the CIC Scapi.dll file exist in this directory?If yes, delete the file.If no, skip to the next step.6. Open the DRIVE :\Program Files\PureConnect directory. Does the ClientCOMA.dll file exist?If yes, delete the entire PureConnect folder.If no, skip to the next step.7. Follow the installation steps in the previous section. When prompted, restart the computer.Resetting the library name of the CTI DriverIt is likely that customizations were made to the Siebel Configuration for the Driver and CTI Configuration when it was connectingto a CIC 2.3.1 or CIC 2.4 server. That configuration was not modified during this installation process. However, to load the new 3.0IC CTI driver correctly, reset the library name of the CTI driver:To reset the library name of the CTI driver:1. Open Siebel and log on as a Siebel Administrator.2. Browse to Site Map Administration Communications Communications Drivers Profiles .3. Locate the CIC driver. The name is typically I3 CTI or ININ CTI .4. Select the Communications Driver.5. Locate the Library Name column. The current value is typically cicscapi.dll.6. Change the value to inin integrations siebel interopU.dll and exit the record. Be sure to review the parameters in theDriver section because they have changed slightly in recent CIC entCustomAttributesDriver:DisabledEventsNote: For more information, see Reviewing and modifying the communications drivers and profiles.7. Restart the computer.8. Restart Siebel Services or the Siebel Communications Session Manager.11

Configuring CIC integration with SiebelFollowing are the configuration changes that are required to enable the integration functionality:Importing the InteractiveIntelligence.def fileReviewing and modifying the communications drivers and profilesMapping agents’ phones to workstationsAllowing agents access to the Communication ToolbarSetting the agents’ user namesAdding status data to Siebel’s reason code list of valuesEditing the Siebel configuration filesTo get started, log on as a Siebel Administrator in to the web or Thin client.Siebel Communications Server provides import and export mechanisms that enable you to move communications configurationdata from the database to a text file.Importing the InteractiveIntelligence.def fileThe installation program for the Siebel integration installs the file InteractiveIntelligence.def. It contains the base set ofconfiguration data for integrating Siebel with CIC.To import the file:1. Log on to Siebel as a Siebel Administrator and press Ctrl Shift A to open the Site Map.2. Select Administration – Communications , then click the All Configurations link.The Configuration window appears.3. In the Configurations section, click the plus sign to create a new configuration.4. In the Name and Comments section, type a name and description for the configuration. For example: Interactive Intelligence.5. Click Import Configuration in the upper right corner of the Configurations section.The Import Configuration dialog box appears.12

6. Select the following options:Configuration ParametersCommandsEventsDrivers and Profiles7. Click Browse and browse to the InteractiveIntelligence.def file.8. The installation program copied the file to its default location:c:\Program Files\Interactive Intelligence\Siebel\9. Click OK .The file is imported.Reviewing and modifying the communications drivers and profilesThe driver settings for the integration are specific to each environment. For more information about Profiles, see the SiebelCommunications Server Administration Guide in Siebel Bookshelf.To review and modify the communications drivers and profiles:1. Logon to Siebel as a Siebel Administrator and press Ctrl Shift A to open the Site Map.2. Click Administration – Communications , then click the Communications Drivers and Profiles link.The Driver window appears.13

3. Select the CTI Driver .The Profiles view expands to display profiles. To see the driver parameters, select "Driver Parameters" from the drop downmenu, as shown above.14

4. Review the parameters and profiles and, when applicable, modify your settings. To determine the best configuration for yourenvironment, use the following table as a guide.5. When finished, do the procedure Add the KeepAlive parameter.CTI driver parametersThe following table lists all of the accepted and required driver parameters and corresponding descriptions of the integration.Driver ver:AdminPwdNot currently used. For future use.Super user's password created in Interaction Administrator. See Creating a CIC super user.Driver:AdminUserSuper user's user name created in Interaction Administrator. See Creating a CIC super user.15

Driver:AvailableStateCIC status used when the agent is switching between the AvailableState and NotReadyState.Default: "Available"If "Available" is not the appropriate ReadyState status, you can change it to any CIC availablestatus in the Interaction Administrator under Status Messages . Enter the correct value inthe Message Name column.Note:Do not enter the value from the Message column.For more information, see Adding status data to Siebel’s reason code list of values.Driver:DisabledEventsComma-separated list of events to disable or not send.In the previous version of the integration, there was a separate configuration for each event.Now these events have combined into one value.Events are used to cause screen pops and backend process within the Siebel Framework. Bydefault, CIC sends all events. If there are events that you do not intend on using, add them tothis list.Available EstablishedEventDisconnectedEventReqPopDefault: ""Driver:EventCustomAttributesList of interaction attributes to deliver on every event sent to Siebel. Define any customattributes collected in the IVR that need to be delivered to Siebel for screen pop or datainsertion.In previous versions of the integration, stock attributes (S ICValueXX) were always delivered.In the current version, you can define which attributes on the interaction you would like via acomma-separated list of attribute names.Default: Siebel ContactIDDriver:NotReadyStateCIC status used when an agent is toggling between the AvailableState and NotReadyState.Default: "Do Not Disturb"If "Do Not Disturb" is not the appropriate ReadyState status, you can change it to any CICavailable status in the Interaction Administrator under Status Messages . Enter the correctvalue in the Message Name column.Note:Do not enter the value from the Message column.See Adding status data to Siebel's reason code list of values for more information.Driver:PrimaryServerName of the server that is typically the site's primary server, not necessarily the currentprimary server. The configuration does not ask for the backup server because once theintegration connects the initial time, it caches the primary and backup information on theSiebel server. CIC SERVER NAME 16

Driver:WorkItemDescriptionFormat This setting allows you to control what is shown in the Work Item Description list foreach interaction.Use the [Attribute] tagging mechanism to be replaced with attributes on the call. Forinstance, [Eic RemoteTn] will be replaced with the ANI value.Default: [Type] - [RemoteName]: [Eic RemoteId]Driver:URLNot currently used. For future use.Service:UserUser name of the Siebel agent who is logging in. The parameter can be ether {@UserName}or {@AgentId}.If @UserName, the Siebel and CIC user names must match.If @AgentId, use the Siebel Agent General Profile for setting each user's user name manually.The benefit of this parameter is that you can have different user names for the two systems.Default: {@AgentId}Add the KeepAlive parameterAdding the KeepAlive parameter enables the integration to recognize new users even if no current users are logged on to thesystem.1. Logon to Siebel as a Siebel Administrator and press Ctrl Shift A to open the Site Map.2. Click Administration – Communications , then click the Communications Drivers and Profiles link.The Driver window appears.17

3. Select the CTI Driver .The Profiles view expands to display profiles. To see the driver parameters, select "Driver Parameters" from the drop downmenu, as shown above.18

4. Click the plus sign to create a new parameter.5. On the row for the new parameter:Set the parameter name to Driver:KeepAlive.Leave the Required column blank (not required).Set the default value to true .6. Click another row to save your new driver information.Understanding profilesA profile can override specific driver variables for a specific configuration. Multiple profiles can be associated with one driver. Thisallows one driver to be used in many different ways. For example, one profile can be set up for one CIC server while a second profileconnects to another CIC server within the same organization.For more information on creating profiles, refer to the Siebel Communications Server Administration Guide. By importing the “out ofthe box” InteractiveIntelligence.def file, one profile is associated with the CTI driver. You can change the name of the profile and theoverriding parameters, as necessary.Mapping agents' phones to workstationsFollowing are the approaches you can take to map agents' phones to workstations:Running Siebel with the CIC clientRunning Siebel without the CIC clientCreating telesets for agent workstationsNote: CIC supports several interaction management client applications. The Siebel integration only works with InteractionDesktop. This documentation uses the term “CIC client” to refer to Interaction Desktop.19

Running Siebel with the CIC clientIf you are handling emails, web chats, or callbacks, then you must run Siebel with the CIC client. The CIC client provides thecontrols the agent needs to interact with these items. If the CIC client is not present, then the agent cannot interact with them.If you are running Siebel with the CIC client, then the agent must simply log on to the CIC client before logging on to Siebel. TheSiebel Integration piggy backs on the the CIC client session to retrieve the logged in workstation.Running Siebel without the CIC clientFollowing is the preferred approach to mapping agents to workstations if you are not using the CIC client.If you are running Siebel without the CIC client, agents can map their logins to specific workstations by using features on theCommunications toolbar:Traditional : An agent can be seated next to a workstation that has a name. In this case, the agent can log on to Siebel bytyping the workstation name in the left-hand text box on the Communications toolbar. Then, the agent clicks the open door iconon the toolbar to log on.Remote Workstation : An agent can be connected to a remote workstation. This is a separate phone system that is notstandard registered IP phone). In this case, the agent can log on to Siebel by typing the remote workstation name in the lefthand text box on the Communications toolbar. Then, the agent clicks the open door icon on the toolbar to log on.Remote Number : An agent can be connected by a remote number. For example, an agent can work at home and dial-in toreceive calls. To log on to a remote phone, an agent types the remote phone number in the left-hand text box. At the end of thenumber, the agent adds the following characters, as appropriate:/R for a remote login/R /P for a remote persistent connectionFor example, type 8723000/R/P in the left-hand text box on the Communications toolbar. Then, clicks the open door icon on thetoolbar to log on.Note: This functionality is available only if you allow your agents to log on to remote number stations. If you do not allow thisfunctionality, then agents receive an error message if they try to use it.Creating telesets for agent workstationsNote:Create telesets only if the other approaches are not appropriate for your location.For the integration, telesets have a one-to-one association with workstations within Interaction Administration. A workstation isactually a computer workstation with an associated phone. For every workstation you define in Interaction Administrator, you needto create a teleset.Before creating a teleset, compile a list of all the CIC workstations and their associated extensions.Appendix A - workstations template contains a worksheet you can use to keep track of the workstations.Note:If you will be logging in to remote workstations or you want to allow users to dynamically specify the workstation at login time,you do not need to create a teleset. Through use of the telephone textbox on the Siebel toolbar, users can login to a definedworkstation, defined remote workstation, or dynamic remote number station. However, the integration is not able to login to aSIP softphone workstation (using workstation as the RTP endpoint with a USB headset or something comparable).To create Siebel telesets and enable agent workstations to utilize CIC Integration with Siebel:1. Log on to Siebel as a Siebel Administrator and press Ctrl Shift A to open the Site Map.2. Select Administration - Communications , then click the All Telesets link.The Teleset window appears.20

3. Click the plus sign. In the Teleset column, type in the workstation extension from the compiled workstation list. Theworkstation extension is the extension of the defined workstations within Interaction Administrator.4. In the Host column, enter the workstation name from the compiled workstation list. The workstation name is name of thedefined workstation within Interaction Administrator.5. In the bottom half of the window, select the Extensions tab and click the plus sign.6. In the Extension Type column, select S . In the Extension column, type the workstation extension from the compiledWorkstation list. The workstation extension is extension of the defined workstation within Interaction Administrator.7. Repeat steps 4 through 7 for every workstation in the list.21

Allowing agents access to the Communication ToolbarTo give a Siebel Agent access to CIC Integration with Siebel, they must be associated with the configured communication telesetsas described in Creating telesets for agent workstations. After the agents are associated with the telesets, complete the followingprocedure.To associate Siebel agents with the communication configuration:1. Log on to Siebel as a Siebel Administrator and press Ctrl Shift A to open the Site Map.2. Select Administration Communications , then click the All Configurations link.The Configuration window appears.3. Under Name , select the communications configuration created previously.4. In the bottom half of the window, click the Agents tab and then click the plus sign.5. Select an agent and then click OK.The Communications toolbar is enabled.6. Repeat steps 4-5 for every agent using the CIC Integration with Siebel.Note: To add multiple agents simultaneously, use the Shift and Control buttons to select multiple agents.7. To add large sets of users, select the Add by Responsibilities button and choose a group from the list of defined Siebelresponsibilities that appears.For example, click Add by Responsibilities and then choose CTI Agent . This procedure allows access to theCommunication toolbar for all users defined as CTI Agent.22

Setting the agents’ user namesIf you use the {@AgentId} value for Service:User, then each Siebel agent associated with the communication configuration musthave a user name that matches their CIC user name. See the CTI driver parameters for more details.Note: Skip this section if the values are set to {@Username}.To set each user’s Agent user name:1. Log on to Siebel as a Siebel Administrator and press Ctrl Shift A to open the Site Map.2. Select Administration Communications , then click the Agent General Profile link.The Configuration:[Configuration Name] Agent window appears.3. Is the Service:User setting set to {@AgentId} in the CTI driver parameters section?If yes,

May 27, 2014 · IC Integration with Oracle Siebel is available in CIC 4.0 SU 3 to SU 6 and CIC 2015 R1 and later. For specific questions see Appendix B: Siebel Integration FAQs. CIC Release Notes IC Integration to Siebel User's Guide Starting with CIC 2015 R1, the IC Integration with Oracle Siebel components