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Technical Support Scope in Regards of Siebel CTI, Communication Server & Email Response, CCA, SmartScript, Brightware, SSSE, Email Marketing Server and CRM Desktop (Doc ID 984085.1)

Last updated on SEPTEMBER 21, 2019

Applies to:

Siebel Email Response - Version 7.8.2 [19213] and later
Siebel CTI - Version 7.8.2 [19213] and later
Siebel Communications - Version 7.8.2 SIA [19213] to 17.0 [IP2017] [Release V7 to V17]
Siebel CRM - Version 7.8.2 SIA [19213] to 17.0 [IP2017] [Release V7 to V17]
Oracle Contact Center Anywhere - Version v8 and later
Information in this document applies to any platform.

Details

This document explains the scope of service that Oracle Global Customer Support provides for issues related to the following Siebel Product lines:

1) Communications Server & Email Response
2) Email Marketing Server (EMS)
3) Brightware
4) Computer Telephony Integration (CTI)
5) Contact Center Anywhere (CCA)
6) SSSE
7) Smartscript
8) CRM Desktop


By defining this scope we ensure to deliver service of high quality in an efficient manner.

• the product is not behaving as designed or documented
• the customer requires product enhancements to the product
• the Siebel Bookshelf, other documentation, or knowledge base solutions need to be clarified or enhanced
Basically what Global Customer Support can be engaged to do is to test or attempt to test in-house any reported customer problem with the use of the vanilla product, on a standard Siebel application environment and installation, for the same version and release that the customer is using, on a similar OS platform. Global Customer Support will do this in the attempt to try and reproduce the cases, which customers have reported. In general Global Customer Support will not undertake in-house testing involving customized cases on highly configured environments.

Global Customer Support also expects customers to perform the same tests using their own test environments and additionally using standard un-configured Siebel.

In general Global Customer Support advise customers how to trace the problems that they have reported. Global Customer Support expects customers to review those logs before submitting them to Global Customer Support via a Service Request and to assist in the debugging process.

Essentially the problems which customers report must be replicable using a standard vanilla Siebel installation for Global Customer Support to be able to review the cases in depth. If the case is not independently replicable then Global Customer Support may be only to gain a limited understanding of the case: and generally there is little scope for Global Customer Support to be able to advise technically what might be wrong in such matters. In these latter situations customers may need to engage an alternative service provider whether that is Solution Support Engineering or Oracle Consulting Services or a Siebel Product Integrator to provide further assistance in such cases.

Global Customer Support also provides advice and support for customizations to the Siebel products, where the customer is following standard customization methods such as those documented in Siebel training, Siebel Bookshelf, and My Oracle Support knowledge base solutions. Customizations should also follow best practices as documented in the above sources.

Global Customer Support can help with the mechanics of customization for customers implementing standard methods and best practices for customization. Global Customer Support considers an issue to be outside the scope of their service, if the service request (SR):

1. needs a more complex level of customization than is covered in the standard methods and best practices for customization;
2. involves customization methods which diverge from the standard methods and best practices for customization;
3. involves a highly customized application or insufficiently documented customization, where the detail is difficult to communicate to an engineer situated remotely;
4. is seeking advice on analysis and design;
5. is asking for risk analysis of custom design or implementation approaches;
6. is seeking advice on performance tuning after the application functionality has been customized;
7. is one where the customer is not able or does not have sufficiently skilled resources to take an active role in working with Siebel Technical Support to debug and resolve the issue.

In the above situations, Global Customer Support will gather information to categorize the issue, check for the existence of previously recorded causes, and provide generic advice per the standard methods and best practices for customization. If these actions do not resolve the issue they will ask Solution Support Engineering to work with the customer from that point onwards, using information researched by Global Customer Support. Global Customer Support will communicate as early as possible to the customer and to the Customer Service Delivery Manager (if involved) , that the SR may need to be transferred to another group so that scheduling of Solution Support Engineering can be initiated.

Global Customer Support reserves the right to refuse any proposal or suggestion for enhancement of the product, using its best professional judgement to accept only those cases it agrees as being feasible and valuable suggestions. In coming to its professional judgement the TSE may take advice from colleagues, Product Management and Software Engineering. Technical Support does not have to give reasons for the refusal. Even after accepting and putting forward an Enhancement Request by logging as a Change Request, the suggestion may still be refused by Oracle Product Management and Software Engineering.

Solution Support Engineering is a group within Oracle Advanced Customer Services that offer customers industry and technology advice and assistance for a fee. Solution Support Engineering advises customers on how to deploy Siebel to optimally meet business requirements, optimize application performance for end users, and strategies to minimize ongoing maintenance costs. These services are billed to the customer separately from that of Global Customer Support. Advanced Customer Services Sales can provide information regarding the cost and necessary steps to engage Solution Support Engineering to work with an Oracle customer.

Please note that while this document uniformly refers to "Solution Support Engineering", this term may also refer to Professional Services, especially if the question is related to design issues or to evaluating the feasibility of a particular approach.

In order to engage AES services for your business requirement please navigate to the Advanced Customer Services screen in My Oracle Support. You may need to choose this from the more menu option. This leads you to a screen which outlines the Advanced Customer Services - Service Portfolio. At the bottom right hand corner there is a section called CONTACT US which allows you to email Oracle Advanced Customer Services to discuss what options would be available to you and engage if required. Note that you can also engage your Technical Account Manager to engage AES on your behalf.

 

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Examples of Supported and Unsupported Customization Questions


The remainder of this document aims to give customers real life examples of the types of questions that fall within the boundaries of product support supported customizations and explain why certain types of questions may be referred on to other groups.
Support topics other than customization, such as installation, administration, integration technologies, or standard application functionality, are not covered by this document.

The next topics are examples of boundaries of product support related to the following Siebel Product Lines covered on this document:

1) Communications Server & Email Response
2) Email Marketing Server (EMS)
3) Brightware
4) Computer Telephony Integration (CTI)
5) Contact Center Anywhere (CCA)
6) Siebel Server Sync for Exchange (SSSE)
7) SmartScript

 

1. Communications Server & Email Response


Definition

This topic covers the functionalities related to processing of inbound and outbound requests. These functionalities are defined and configured under the Siebel Administration – Communications screen.

Global Customer Support Scope of Service

1. Review customer cases where customer has configured in their Communications Requests any of the pre-defined Recipient Groups as listed in Bookshelf Communications Server Administration Guide: Table of Predefined Recipient Groups.

2. Advise in very general terms the main steps in how customized Recipient Groups are configured.

3. General support assistance for F9 (Send Email) functionality:

a. Support all uses of F9 (File > Send Email) Siebel native email client on standard applets in the standard application when and where it has been designed and configured to work out of the box. Support inasmuch as those uses are conformant with the uses and features, such as contact matching, formally described and presented in Bookshelf.

b. Support the operation of sending email as far as sending it to the first configured SMTP MTA Server. Advise customers how to trace this operation, and assist in the review of the logs captured.

c. Advice on some the features of F9 as described in Bookshelf Communications Server Administration Guide, such as Joined and Non-Joined Generic recipients and the Messaging Recipient business object, and the use Communications Profiles and Simple and Advanced Templates.

d. Advise on the use of the Address Book feature and other similar ancillary features, but not on reconfiguration or customization of these latter features.

e. If there are issues with F9 functionality support recommends first to test and prove those issues exist in the standard non-configured Siebel product, using the standard SRF. If the problems do not exist at that stage support advise customers how they may proceed, that might include engaging Solution Support Engineering.

4. The item 3 applies also for CTRL-F9 (File > Send FAX) and ALT-F9 (Send Wireless Message)

5. General support assistance for F9 (File > Send Email) Microsoft Outlook integration and Lotus Notes Integration


a. Support all uses of F9 (File > Send Email) MS Outlook integration on standard applets in the standard application. Support inasmuch as that use is conformant with the use and configuration as described in Bookshelf. Support the operation of sending email as far as sending it to the MS Outlook or Lotus Notes clients. The supported versions and releases of the latter products are described in the Supported Platform Guide.

b. Scripts and procedures required for Outlook Integration are provided on and described in “How To Configure the Microsoft Outlook Form Required for the Send Email/Outlook (F9) Integration (Doc ID 476690.1)”. The Lotus Notes forms database is provided on the software distribution disks. Technical Support does not reconfigure, customize or rewrite these scripts or Lotus Notes databases in anyway.

6. Review Siebel Server and SMTP transmission issues, and give advice on these, though third party involvement may be necessary.

7. Technical Support, in connection with inbound and outbound email processing or other communications server operational functionality, will not undertake hardware and architectural performance reviews, nor the sizing of a customer operations and business needs.

8. Technical Support will not undertake any testing or problem reproduction, which involves the transmission and receipt of large volumes of mail inbound or outbound, or those problems are only manifest over an extended period of time.

9. Email Response workflows running in the Real Time mode. Technical Support will require, that the issue being tested by customers using Response Groups with input argument ‘Real Time’ set to TRUE.

10. Debug and trace the Email Response workflows to identify the root cause while processing the inbound email messages. Solution Support Engineering engagement will be suggested In case Technical Support identifies the Email Response issue is caused due to customized steps introduced in the standard Email Response workflows.

 

Examples of Issues within the Scope of Global Customer Support:

 


Solution Support Engineering Scope of Service

1. General cases where customers have modified or want to modify the scripts used by the Communications Server & Email Response features to provide different product functionality.

2. In-depth advice on how to configure and set up customized Recipient Groups. Or if cases involving significant problems arise from the use of such customized configurations.


3. Special customization or reconfiguration of F9 (Send Email) functionality or Email Response  is strongly advised to seek the assistance of Solution Support Engineering. F9 is largely hard-coded functionality, not directly amenable to customer reconfiguration.

4. Performance issues related to F9 functionality originated from customizations.


5. Overall architecture revision and recommendation/configuration for custom inbound and outbound processing according to customer business requirements.

6. Investigations requiring tracing and diagnostic methods, not specifically listed on My Oracle Support or listed in the published documentation.

7. Customers wishing to use Non-RealTime processing in connection with Email Response are strongly advised that they should engage Solution Support Engineering to design the overall architecture of their enterprise and to validate the need for this type of processing.

8. The installation and the initial setting up of Email Response to use Smart Answer including the initial training of the Knowledge Base.

9. Revise and suggest modifications in the customized Email Response workflows to address specific customer requirements

10. Modifications or custom changes in the Communications Screen and its set of applets, because this is a very special screen using specialized classes to handle inbound emails, and in case customer implements modifications in some of the BCs associated to this screen or code customizations in the respective views/applets, some unpredictable behavior could occur, like:

-  read-only applets/fields,

-  data display issues,

-  query related issues,

-  email activity status not changing  etc.  within Communications Screen and its applets for all or just some users.

Also, please note customized Communications Screen requires maintenance upon every upgrade as modifications can alter the standard behavior. Therefore usually these screens are not suitable for customer customization and support highly recommend to use out of the box solution only.

11. Set up Email Response service to use IMAP protocol instead of POP3 protocol to fetch emails from monitored mailboxes on a mail server.


Examples of Issues within the Scope of Solution Support Engineering:

•Customer has modified or wants to modify the standard Outlook script provided by document “How To Configure the Microsoft Outlook Form Required for the Send Email/Outlook (F9) Integration (Doc ID 476690.1)”.

• After modifying the Comm Outbound Email BC the outbound activities generated after applying F9 functionality have some fields not populated correctly.

• I have cloned the Opportunities BC and added some fields to this cloned BC. I have configured a customized Recipient Group based on this cloned Opportunities BC, but this recipient group is not populated under the Administration – Communications screen.

• Modify the Communications screen to show some additional fields like Activity Parent Id, etc.

 

2. Email Marketing Server (EMS)


Definition

This topic covers the functionalities related to Installation and setup issues of three Email Marketing components - ESD, BHD, and CTD deamons and issues related to the above three components only.
Note that any issues related to configuration of eMail Marketing offers and campaigns are not handled by Interaction team.


Global Customer Support Scope of Service


1. Installation and setup issues of three Email Marketing components - ESD, BHD, and CTD after the above components were validated and tested by Solution Support Engineering Team, covering the following:

a. General questions on ports used by ESD,CTD and BHD.

b. ESD, CTD and BHD services not starting or hanging.

c. Issues related to Exchange Servers.

d. Post installation expired license related issues of the Email Marketing components

2. Email Marketing Stand Alone issues in Siebel 7.5.3 related to Communication Server Manager (as there is no ESD daemon in this release), BHD and CTD components.



Examples of Issues within the Scope of Global Customer Support:

 

Solution Support Engineering Scope of Service


1. It is essential to engage Solution Support Engineering to make sure customers have a fully validated, tested and working environment of Siebel Marketing Enterprise and Siebel Marketing Server systems.

2. Architecture and Design planning for Email Marketing Server installation, which includes:
a. Sizing the enterprise for the hardware required.

b. Initial installation of ESD, BHD and CTD components and consultation with all necessary third parties Internet Service Provider, DNS setups, firewall administrators, mail administrators etc.

c. Initial configuration and recommended settings for Email Marketing components -ESD, BHD and CTD.

d. Setting up domains for MX records for tracking bounces

e. Recommendations about bounce domains to avoid black listing or any CTD security related issues.

f. Implementing any customized solutions or changes in regards to Apache/Tomcat engine that is part of ESD and CTD daemons. (like changes on server.xml to change out of the box Apache/Tomcat functionalities)

g. Implementing any customized solutions in regards to to CTD response landing pages like FTF, ListSub,One Click Unsubscribe,etc..

 


Examples of Issues within the Scope of Solution Support Engineering:

 

3. Brightware


Definition

 

This topic covers the functionalities related to the Siebel Brightware application and
includes Contact Center for managing Email, Web, and Chat requests, the Intelligence Engine, and Analytics for comprehensive reporting.

Global Customer Support Scope of Service


1. Review customer cases and give assistance where customer has configured the Contact Center Console, Agent desktop and the Knowledge Base.

2. Advise in very general terms the main steps in how Business Units, Queues and Rules are configured.

3. Give customer advice and guidance in general terms on:

a. Building, testing, and refining your custom Knowledge Base
b. Creating a Response Library of response templates
c. Setting up Contact Center Business Units, Queues, Supervisors, and Agents.
d. Learning to use the Contact Center, Agent desktops and reporting tools

4. General support assistance for Inbound and Outbound mail processing by Business Units, Queues and Rule definitions.

5. Give customer information on how to increase log tracing for various Brightware components and how to return this information for analysis.

6. Provide information on how to setup regular Purge processes in accordance with Brightware recommended guidelines.

7. Provide information and assistance on how to run ETL schedules in the Brightware application system.

 

Examples of Issues within the Scope of Global Customer Support:

 

Brightware Services beyond Scope of Global Customer Support

 

There is no dedicated Solution Support Engineering or Professional Services team working with Brightware. However for any such matters in this regard – ie – customization/installation/configuration – of Brightware environment and its components we do have a 3rd party company called Serene that should be able to provide consultancy on such matters.

Please note that this will need to be dialogued through management and product management if the need arises for this type of assistance and work.


Examples of Issues beyond Scope of Global Customer Support

 

4. Computer Telephony Integration (CTI)


Definition


This topic covers the functionalities related to processing multichannel interactive communications for contact center agents who use the communications toolbar to Make or receive voice calls, chat, emails through CTI supported by third-party CTI middleware packages.

 

Global Customer Support Scope of Service


1. CTI Configuration as documented in Siebel Bookshelf>Siebel Communications Server Administration Guide.

2. Usage of Communications Session Manager and Communications Client methods documented in Siebel Bookshelf>Siebel Communications Server Administration Guide.

3. Siebel Communications Management component wrong behavior.

4. Siebel CTI Toolbar not working properly. 


Examples of Issues within the Scope of Global Customer Support:

 

Solution Support Engineering Scope of Service


1. General recommendation about hardware sizing and CTI architecture for attend customer business requirements.
2. Recommendation or issues related to build a Siebel CTI Driver using the Siebel Adaptive Communications API (SCAPI).
3. Validation for custom CTI Driver or 3rd Party Software that has not been validate by Oracle Partners program.
4. Seeking for CTI Middleware Server installation and configuration with 3rd Party Hardware Switch including CT Connect/CIM.
5. Recommendation on performance tuning after the application functionality has been customized.
6. Requires a more complex level of customization than is covered in the standard methods described on Siebel Bookshelf and best practices for customization.
7. Asking for risk analysis of custom design or implementation approaches.
8. Customer is not able or does not have sufficient skilled resources to take an active role in working with Siebel Technical Support to debug and resolve the issue.
9. Require help related to CTI Toolbar customization (adding buttons, fields,changing display in it)

Examples of Issues within the Scope of Solution Support Engineering:

 

5. Contact Center Anywhere (CCA)


Definition


The purpose of this section is to clarify the issues covered by Oracle Contact Center support team and the ones where Oracle Consulting Services team needs to be engaged.


Global Customer Support Scope of Service


1. Oracle Contact Center Product functionality not operating as documented.

2. Installation or configuration questions already documented in the CCA installation guide or network manager guide:
a. Configuration of a Voice channels in CCA (VoIP and PSTN).
b. CCA Service Configuration
c. FTP, SNMP and LDAP configuration in CCA
d. Integration of CCA with Web Session Server.

3. Troubleshooting performance and crash issues.

4. Questions related to a CCA Reports.

5. Questions related to Third party integration (Database, Session server, Browser, Java, etc) listed in the release note compatibility matrix.


Examples of Issues within the Scope of Global Customer Support:

 

Oracle Consulting Services Scope of Service

  1. Hands on configuration of customer’s system. 
  2. Direct assistance in CCA installation and upgrades. 
  3. Direct assistance with IVR Campaign call flow configuration. 
  4. Training on use of the CCA application.
  5. Customizing CCA interface. 
  6. Questions related to upsizing or downsizing current system to meet new requirements. 
  7. Issues, Troubleshooting, Configuration, Firmware updates of:

 

    8.  Specific Areas within CCA Application Not Supported:


Examples of Issues within the Scope of Oracle Consulting Services:

 

6. Siebel Server Sync for Exchange (SSSE)

 

Definition


The purpose of this topic is to attempt to clearly define the areas that should be in place to separate the SSSE Technical Support issues from the SSSE issues that should be handled by ACS Only. This document will mainly cover issues that are not already clearly covered in other area definition documents.

Note: All new SSSE installations, and their overall architecture and sizing are handled by ACS Team

Global Customer Support Scope of Service


1. For issues where the customer has already received a complete and formal installation for SSSE undertaken by our Solution Support Engineering consultancy team, but is having problems getting it to start, or an instance where a standard feature as defined for SSSE is not working as specified in Siebel Bookshelf.

2. For issues where the customer has already received a complete and formal installation for SSSE undertaken by our Solution Support Engineering consultancy team,, but is having issues with synchronization.

3. For any formally documented feature, which it is not operating as expected.

NOTE: Normally, the SSSE product license comes bundled with Solution Support Engineering team support contract for initial setup and installation included in the package. It is mandatory that the initial SSSE installation and configuration be completed by Solution Support Engineering team.

Examples of Issues within the Scope of Global Customer Support:

ACS Scope of Service

1. All new SSSE installations, and their overall architecture and sizing. The formal testing of new installations. It is required for all customers implementing SSSE that they engage Solution Support Engineering for assistance with this product. Services typically entail a Workshop and Installation service to ensure minimal issues are encountered.

2. Attempting to install Outlook Add-In feature with customizations that do not seem to be working, or are causing a problem with the synchronization process.

3. Upgrade is to be treated as a new installation and requires Solution Support Engineering assistance.

4. Issues that require fine-tuning of certain settings, which could affect the entire system and which are not formally documented, including customizations.


Examples of Issues within the Scope of Solution Support Engineering:

 

7. SmartScript


Definition

This topic covers the functionalities related to SmartScripts functionality, such as configuration, SmartScripts review. SmartScript scripts are defined and configured under the Siebel Administration – SmartScripts screen.

Global Customer Support Scope of Service

1. General SmartScripts setup and configuration related questions, such as creating questions, pages and SmartScript scripts.

2. Troubleshooting SmartScript issues like performance, crash, and error message related issues.

3. Issue with SmartScripts and CTI integration.

4. Issues related to file system and SmartScripts.

5. Importing/Exporting SmartScripts.

6. Customizing a SmartScript User Interface: answer controls, implicit page break rules, HTML formatting capabilities. Controlling the Questions Displayed on a Page.

7. For scripting reviews, scripting product area experts should be engaged via another SR.

8. For SRF related configurations (e.g. adding SmartScripts in a custom applet or view) Siebel tools configuration product area experts should be engaged.

9. If the same issue with BusComp, BusObject and BusComp field is reproducible outside of SmartScripts, then it should be addressed via another SR with other product are experts.


Examples of Issues within the Scope of Global Customer Support:


Solution Support Engineering Scope of Service

1. Design and implementation considerations of the SmartScripts functionality based on the customer’s needs.
2. Creating new SmartScripts.

3. Questions with customized scripts (VB, eScript).

4. Review and modification of complex SmartScripts.

5. Siebel view customizations by introducing SmartScripts applets in them.

6. If the issue only happens in customized environment and customer is not able to reproduce the same behavior using standard Siebel application.

Examples of Issues within the Scope of Solution Support Engineering:

 

8. Siebel CRM Desktop



Definition

This topic covers the functionalities related to Siebel CRM Desktop.

Global Customer Support Scope of Service 

1. Issues importing the repository, seed data, or vanilla metadata packages during initial installation

2. Synchronization issues between Siebel and MS Outlook/Lotus Notes using the out-of-the-box metadata packages

3. Configuration performed consistent with the documentation is not working as documented

4. Error messages or conditions encountered by the development team or end users not related to customization

5. Requests for missing documentation


Examples of Issues within the Scope of Global Customer Support:

• SIF files will not import into existing repository during initial installation
• Custom field not appearing in Outlook, even though configuration steps match documentation
• Missing instructions for performing a particular type of customization contemplated by the product (e.g., configuring an MVG, configuring a constrained pick list, etc.)

• Published package not being recognized by client machines


Solution Support Engineering Scope of Service

1. General recommendation about hardware sizing

2. Recommendations on performance tuning

3. Determining which data should be synchronized to meet your business needs (e.g., application of filters)

4. Risk analysis of custom design or implementation approaches.

5. Help on how to customize or configure the CRM Desktop metadata

6. Assistance with third-party automated installation tools (e.g., Microsoft SCCM, Marimba, etc.)

7. Customer is not able or does not have sufficient skilled resources to take an active role in working with Siebel Technical Support to debug and resolve the issue.


Examples of Issues within the Scope of Solution Support Engineering:

• How to” questions which are covered in Bookshelf or the available training courses.
• Debugging customized metadata that does not work as expected
• Impact of CRM Desktop on existing server infrastructure’s performance
• Synchronization problems after customizing metadata (i.e., not present in the out-of-the-box metadata)
• Synchronization issues due to configuration performed in Siebel Tools (i.e., not present in the out-of-the-box repository)
• Step-by-step instructions for deploying CRM Desktop to end-user laptops in a “locked down” environment

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In this Document
Details
Actions
 1. Communications Server & Email Response
 2. Email Marketing Server (EMS)
 3. Brightware
 4. Computer Telephony Integration (CTI)
 5. Contact Center Anywhere (CCA)
 6. Siebel Server Sync for Exchange (SSSE)
 7. SmartScript
 8. Siebel CRM Desktop
Contacts

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