Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dmicu on August 04, 2011, 03:35:19 PM

Title: Outbound icons not enabled in Siebel CTI toolbar
Post by: dmicu on August 04, 2011, 03:35:19 PM

Hello guys

I just finished an integration Genesys - Gplus Adapter 8.0 - Siebel 8.1.1.1 including the basic Voice and Outbound campaign functionalities.
My CTI Voice buttons are fine, I can login in the Siebel CTI toolbar, I can receive calls, etc.

But my Outbound buttons are not enabled at all. They are in the CTI toolbar, but they are not enabled.

I saw a topic with this subject, but no relevant directions in there.

I followed close the Gplus Adapter 8.0 for Siebel CRM Deployment Guide and I think I did all the specific settings for Outbound.

I already configured a campaign in Genesys Administrator (a Preview campaign),I assigned the agent from Siebel to this campaign, I started the campaign and after this I connected to Siebel with this agent, but no Outbound buttons are available and I did not see in the status line: campaign status.

I mention that we do not have a license for Siebel Marketing (we configure the campaign from Genesys Administrator and not from Siebel).

1. Should these buttons work without this Siebel Marketing?
2. Where should I look first to debug the damn thing? I already checked the logs and I found nothing relevant.

Thanks,
Diana

Title: Re: Outbound icons not enabled in Siebel CTI toolbar
Post by: René on August 04, 2011, 07:52:19 PM

Hi Diana,

[quote]1. Should these buttons work without this Siebel Marketing?[/quote]
Siebel eMarketing is stated as mandatory for outbound so I doubt it will work without it.

[quote]2. Where should I look first to debug the damn thing? I already checked the logs and I found nothing relevant.[/quote]
I would suggest you looking at Gplus Communication Server and Outbound Server logs. You should see there that OCS generated UserEvents 'CampaignLoaded/Started' when an agent logged in and these events were received and processed (sent to Gplus driver) by Gplus Communication Server.

R.

Title: Re: Outbound icons not enabled in Siebel CTI toolbar
Post by: dmicu on August 05, 2011, 03:18:38 PM

Thanks Rene!

I enabled my buttons after I restarted the Gen Comm and the Siebel Comm Servers.

The funny part is that now, when I ask for a record I receive in the middle text box the message "Preview interaction from 23333", but I have no button to make the call; only if I fill manually the number in the first text box from the CTI toolbar - which is not to acceptable.

And even if I do so, I have no possibility in filling in the status of the call.

They say in documentation that once the Outbound call is initiated, we should have additional controls Make Call,Done, Reject, Do Not Call, but I do not see them. :(

Shouldn't we see some kind of a file with the number of the customer, where we can press Connect when we want to call and where we fill the status of the call after, as it is in GAD?

Diana

Title: Re: Outbound icons not enabled in Siebel CTI toolbar
Post by: cavagnaro on August 05, 2011, 04:00:47 PM

Do you have Siebel Marketing? If not then that will explain the lack of those buttons. If yes, as TT said, check the logs.

Title: Re: Outbound icons not enabled in Siebel CTI toolbar
Post by: dmicu on August 05, 2011, 04:45:23 PM

Yep, I found an explanation on Genesys support  that says that without Siebel eMarketing Campaign Details view from Siebel will not be available. And neither the Reschedule button. The other buttons will work, though...

So it kinda works without eMarketing, but it is not really works as it should be ...

Thanks guys, at least I made my self an idea about how it should work!
Diana

Title: Re: Outbound icons not enabled in Siebel CTI toolbar
Post by: cavagnaro on August 05, 2011, 05:20:38 PM

Actually it works as it should be because you don't have all Siebel components needed...so blame Siebel side, not Genesys.