Any CTI for Siebel Gurus out there?

[Stinney]

I couldn't find a proper Siebel forum for this so point me there if it's a better place to post this.

However, I'm told our CTI application is CTI for Siebel and our agents somehow use it to make outbound calls on our S8710 system for clients to their customers. We use Public Unknown Numbering to mask the caller ID so it comes up as the client's name instead of our company name. This is accomplished by having the CTI append 3 digits in front of the outbound number based on the client information.

The problem is that the trunks the calls are sent out on for each client reside only in one site and we have the potential for several sites to make outbound calls, potentially overloading our IP network traffic.

What we could do is send the calls out of a specific trunk in a specific location with the PUN, if CTI for Siebel could add the first 2 digits of the teleset of the agent. Each of our sites have different unique extension ranges.

We need to know if the application can determine the agent's extension and append this information? One other area it could get this information is from the computer name as we make the computer name the same as the name of the extension which is the site code and extension (ie: ANYTOWNUSA1234)

Any input is greatly appreciated.

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[FoneFun]

What is the 3 digit code you add in front of the outbound number?

 

[Stinney]

The 3 digit number that is added is a number we assign to the clients.

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[FoneFun]

I was thinking that your 3 digits might have been a Trunk Access Code, and that you use PUN to set the outgoing call display, by trunk group. Am I correct in guessing you have a trunk group reserved for each client?

You could use CORs and Time of Day Routing Plans to decide which trunks to use to route the calls.
However, you will have to have a trunk group reserved for each client at each site.

Does this sound like something that would work for you?

 

[Stinney]

We do have trunks reserved for each client.

As we started to think more about this, we realized we would have to have trunks at each site for each client, which is a total system management nightmare and costly.

What we wish we could do is send caller ID information based on some sort of FAC or table and send it out any trunk we want.

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[FoneFun]

Unfortunately I don't think there is a FAC code that would allow that. I've been looking for the same type of thing for my "shared agents". So far, I've not found a solution for this. I've tried my Avaya partner and even Avaya, but no go from either.