Siebel Business Process & Functionality (MOSC)

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Associate CTI Agent

edited Apr 17, 2018 5:30AM in Siebel Business Process & Functionality (MOSC) 2 commentsAnswered

Hi we are trying to associate a CTI agent to an activity and there may be several ways to do this.

I would like to know if anyone has experience with this and the appropriate solution.

CTI Flow:

Our Siebel System is integrated with an e-mail system in the Cloud and receiving e-mails using the standard Communication - Reponse Group configuration.

When an e-mail is processed we are sending the row_id of the record with some metadata to a Cloud routing system.

The Cloud routing system is sending an incoming event to Siebel using the CTI driver and an available agent will be able to accept the email.

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