Siebel CTI with CISCO callback functionality (Doc ID 1645228.1)

Last updated on JUNE 20, 2017

Applies to:

Siebel CRM - Version 8.1.1.10 [23021] and later
Information in this document applies to any platform.

Goal

 How to implement the CISCO callback functionality on the CTI Toolbar?

 

The loss of functionality
Callback is a suggested functionality from the CISCO manual.
It is not working with Siebel


The sequence of events that follow CISCO manual.

Steps to Reproduce:

1. Login to Siebel Agent desktop as a Outbound agent.
2. Schedule an Outbound Call in Preview/Direct Preview dialing mode.
3. Dialer reserves the agent.

Siebel Desktop shows Agent in Talking state.

4. Go to Tools --> Communications --> Outbound Option. Click on 'Accept'.

Now all the menu options are disabled.
Dialer dials the customer record.

5. Customer answers.
6. Go to Tools --> Communications --> Outbound Option. Click on 'Callback' from the menu.

After clicking on Callback, it should normally ask for Callback time. But it is not asking the Callback time as expected.

 

Solution

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