Siebel Open UI CTI Integration In A Web Application (Doc ID 1646386.1)

Last updated on DECEMBER 01, 2015

Applies to:

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

Goal

On : 8.1.1.10 [23021] version, CTI

Siebel Open UI CTI integration in a web application

We are in the process of deploying a Siebel based CRM UI application which will replace the Siebel Open UI/HI advisors are currently using.
 
The proposed UI will be a web application portal within which the Siebel Open UI will be embedded. The UI will have 3 portlets/pages/tabs
 
1. ‘Home’ – will be the Siebel Open UI screen
2. Client XXX – will be a different web application
3. Signers – another web application


The issue we are currently facing is that when the agent is on the ‘Home’ tab, screen pop works fine and the call is getting answered with a pop-up.
 
However, when the agent is on either the ‘Client XXX’ or ‘Signers’ tabs, when a call comes through, there is no indication nor the ‘Home’ page is brought up automatically. Only when the agent selects the ‘Home’ tab is the screen-pop happening and the cal timer on the CTI toolbar starts from 00:00 although the call has actually reached agent a while ago.
 
High Level Scenarios:

1. Logged into all channels in the Siebel UI page (Home), toggled to Client XXX view from Home page.
 a. Client XXX view is now active tab
b. Placed call and opted out:
i. No indication that call is in queue or holding while in Client XXX view
ii. Toggled to Home page, Screen Pop came thru and the clock/timer started with 00:00
 
2. Same scenario as #1 when I toggled to *Signers tab. = Result is the same


For this kind of a CRM UI application, is there a way we can make the Siebel UI page/tab become active for an incoming call?
If not is there an alternative to provide a visual indication to the user that they have an incoming call and need to navigate to the Home Tab.
 Has this type of a CRM UI solution attempted anywhere else?
 

Solution

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