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What are the 3 major steps in the event handler process?
(1) An event or action occurs, like a call being disconnected. The telephony switch forwards the events to the communications middleware server. (2) The middleware server, like CTI middleware will forward the event to the communications client business service. (3) The communications client business service processes the event and executes any actions defined in the config data, or forwards the events...
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What is a ‘Recipient Group’?
A way to specify a group of people you want to send communications to. For outbound communications requests, recipient groups determine the actual recipients. (Example: Opportunity Contacts recipient group - the recipients come from the Contacts associated with at least one Opportunity)
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How do you add Event Handler Parameters?
Administration – Communications > All Event Handlers. Select the event handler from the list, click the Event Handler Parameter view tab, in the Event Handler Parameter list add a new record, in ‘name’ field- specify the name of the parameter, in the ‘value’ field-enter the value for the parameter
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What are the 3 major steps involved in setting up Siebel Communications Management software?
(1) Install the Siebel Server Software (making sure the Communications Management component group is installed and enabled) (2) Enable session communications on the AOM (do this on each AOM that is to support users who need the communications toolbar & other interactive session communications functionality) (3) Configure each Siebel Communications Server server component (in the Communications Management...
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How do you create an Event Handler?
Administration – Communications > All Event Handlers. In the Event Handler list, add a new record. Details of fields in the event handler: enter name, specify the configuration to associate this event handler with, specify the event response to associate the event handler with, Optionally specify the profile to associate the event handler with, enter name of device event this event handler will match,...
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What is Screen Pop Performance and what kind of things affect its performance or lag time?
A “Screen Pop†is the display of a view and, optionally, specific records, in response to a communications event. Such events are typically received from CTI middleware (Example: an incoming call is ringing, or the agent has answered the call). Screen pop behavior is determined by call-handling logic that applies to a particular call based on data attached to the call. Behavior for individual agents...
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To enable communications, you configure the Siebel Web Client through the AOM, so what configuration file do you configure the Call Center through?
uagent.cfg – you enable communication by setting the following parameter value in the communication section of this cfg file to; CommEnable = TRUE
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What parameter do you need to set when using the ‘Push Keep Alive Driver’, and why?
The ChannelCleanupTimer configuration parameter to make sure that abandoned connections for communication session are dropped promptly (specifies timeout value in seconds, maybe around 60). How it works – if a communication message is not successfully pushed from the Communications Session Manager to the AOM, then the value of ChannelCleanupTimer is compared to the number of seconds since the last...
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What is Push Keep Alive Driver for Session Connections?
Provides a heartbeat message that can maintain connections for your communication sessions, and is used with Communication Session Manager (when using Siebel CTI or Siebel Email Response with Siebel Universal Queuing). This helps where Push communication sessions between the Application Object Manager (AOM) and a user’s web browser are dropped, which can happen when a message is not pushed to an agent...
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How do Communications Profiles affect driver behavior?
The customize driver behavior for particular purposes by allowing driver parameters to be overridden.
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Configuration Elements. (A) What exactly is a Communications Driver, (B) How is it related, and (C) Where do you configure/create it?
(A) Database records that reference files, such as library files, usually a library file that the Communications Server uses to interface to a communications system (like voice, email) and includes parameters (DLL). (B) Parent of profile. (C) Communications Drivers and Profiles
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What parameter and value must be added to the event response in order to enable the link between the Communications Server and Siebel SmartScript?
Parameter name: SmartScript.ScriptName and Parameter Value: Your_Script_Name
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