1. Siebel CTI Program
Functionality & SOP

2. Siebel CTI Application
Application looks at all inbound call Caller ID
Will automatically bring up Siebel CRM application, and query BY PHONE NUMBER for Contact and/or Account records that match that Caller ID.
If Caller ID # is NOT in any Siebel Account or Contact records, blank Siebel screen (no query results) will appear.

3. How to log into Siebel CTI application
FIRST TIME:
- Enter your internal extension # and your phone password
- Click “Save my password”
- Choose “Office”
EVERY WORKDAY:
- Log into Siebel
- Open Siebel CTI application
Click “Login”
You can minimize or hide the Siebel CTI window, but don’t “Logout” until end of day

4. On all inbound calls, CallerID will match to & display any existing Contact or Account record (same as “query by phone number”)

5. Inbound calls should be recorded as Activities in Siebel (type “Call – Inbound”) or new Service Request within the Account & Contact record
If CTI application does not find existing Contact or Account record (no match for phone), you should query Siebel by Account Name or Contact Name
Record might already exist with different or no phone #
If existing record is found, correct phone number for future matches
Record new Activity “Call – Inbound”
If no existing record is found, create new Account & Contact record with phone #

6. ADDITIONAL FEATURE: From One Stop UI, you can click “Dial
ADDITIONAL FEATURE: From One Stop UI, you can click “Dial ..” buttons to automatically call the Contact
Follow on-screen instructions
Remember to record new Activity “Call – Outbound”

7. Any problems with Siebel or Siebel CTI application should be reported to Include full description of problem, with screen shots if possible. Include all error message info.