Siebel 8.1.x Chat and Voice Integration Using CCA - Self-Study Course

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Description

Siebel CRM applications support multi-channel customer communication, including through voice and chat, and a pre-built integration with a leading corporate communications infrastructure application: Oracle Contact Center Anywhere. Students taking this course will get an overview of chat and voice functionality in a Siebel application. Students also learn about the Siebel Communications Server and how its Virtual CTI driver supports chat and voice operations.

The remainder of the course covers the steps required to complete the Siebel-CCA integration. The steps to plan for and then deploy a CCA-Siebel installation are covered at a high level. Students then learn how to enter company, agent, …

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Siebel CRM applications support multi-channel customer communication, including through voice and chat, and a pre-built integration with a leading corporate communications infrastructure application: Oracle Contact Center Anywhere. Students taking this course will get an overview of chat and voice functionality in a Siebel application. Students also learn about the Siebel Communications Server and how its Virtual CTI driver supports chat and voice operations.

The remainder of the course covers the steps required to complete the Siebel-CCA integration. The steps to plan for and then deploy a CCA-Siebel installation are covered at a high level. Students then learn how to enter company, agent, and routing information for CCA, and then map that data to Siebel Communications Manager. Finally, students learn how to configure chat-specific functionality.

Learn To:
  • Describe the features of Siebel Chat and Voice communications
  • Describe Siebel Chat and voice operations
  • Describe the components of the Siebel Chat and CTI architecture
  • Configure Siebel Chat
  • Describe role of the CTI Virtual driver
  • Integrate Siebel Chat and voice with Contact Center Anywhere (CCA)

Audience
  • Application Developers
  • Functional Implementer

Course Topics Introducing Siebel Chat and Siebel CTI
  • Siebel Communication Solutions
  • Oracle Contact Center Anywhere
  • Communication Features in Siebel Applications: Voice and Chat
Siebel Chat and CTI Architecture
  • CCA and the Siebel Web architecture
  • Siebel Communications Server
  • Communications Profiles and Drivers
  • The Siebel Virtual CTI driver
Integrating Siebel Chat and Voice
  • Chat and Voice Integration Overview
  • Planning a CCA-Siebel Integration
  • Installing and configuring CCA for chat and voice
  • Installing and configuring Siebel CRM for chat and voice
  • Configuring Siebel Chat

Course Objectives
  • Describe Siebel Chat and Voice communications features and operations
  • Describe the components of the Siebel Chat and CTI architecture
  • Define key Siebel Communications Server terms
  • Describe role of the Siebel CTI Virtual driver
  • Integrate Siebel Chat and voice with Contact Center Anywhere (CCA)
  • Configure Siebel Chat

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