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In what scenarios can you use Communications Templates?
To send outbound communications: using the Send Email, Send Fax, or Send Page commands, or replying to an inbound message in Siebel Email Response, or Creating and submitting and outbound communication request (whether it’s done manually or by using a module like Siebel Workflow that can invoke business service methods)
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What relationships can Communication Templates support?
Parent / Child relationships only (2 levels)
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What are the differences between Simple Templates and Advanced Templates?
Delivery profile can be associated for an advanced template, a recipient group is specified for an advanced template (a business object is specified for a simple template), you can specify a create activities for requests that use the template, you can specify to include a bookmark URL for the recipient source record, you can create template items for advanced templates
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What are the benefits of specifying items for an Advanced Template?
Allows you to construct templates in modular fashion, based on literature items or files. It allows you to use advanced field substitution (iteration child business component), to specify content both for the message body and for attachments, and to specify alternative versions of the message body (for email only) in plain-text of HTML. You can combine template text and template items in the same advanced...
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For a Page Template, what two formats is the template item allowed to be in?
Plain-text file or Literature item
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With an advanced template form, how do you make this template available for all to use?
Under the Template Properties, check the ‘Public’ option. If this is left unchecked, the template is only available for the current user and to administrators
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In what situation is the ‘Public’ field option ignored?
Any template that is specified to be sent using an outbound communication request initiated through Siebel Workflow
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Explain what happens when you check the ‘Create Activity’ option under the Template Properties in an advanced template and who ‘owns’ these activities?
This sets activity logging for outbound communication requests using this template, one activity is created for each recipient after the message is sent. Each activity will be owned by the user who started the Siebel Server running Communications Outbound Manager, typically SADMIN
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When invoking a SmartScript from an Event Response, what are some of the parameters that can be passed to the SmartScript (parameters prefixed with “SmartScript”)?
SmartScript. CampaignId / SmartScript.CampContactId / SmartScript.ContactId / SmartScript.LanguageCode / SmartScript.ScriptId / SmartScript.ScriptName
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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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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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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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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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What parameter do you need to set when using the â€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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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 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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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 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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