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1  Report of the   Ministerial Panel established to review the   Grade 12 NSC Mathematics Examination Papers of November 2008  Introduction   The Minister of Education, Ms Naledi Pandor, announced at a meeting of the Committee of Education  Ministers on 12 January 2009 that a panel of mathematics experts would be constituted to provide advice  on the standard of the Senior Certificate Mathematics examination papers of November 2008.  This request arose after criticism of the standard of the mathematics examination papers by two different  groups. The first was from a group called the Concerned Mathematics Educators (CME) who released a  press statement on 5 January 2009 claiming that the November examination papers were “watered down”  and that the “standard of the Mathematics exam for 2008 had dropped to an unacceptable level”.  Furthermore, the Concerned Mathematics Educators claimed that students with more than 50% on the  mathematics papers were not necessarily prepared to cope with “Mathematics related courses such as  Engineering, Architecture, and Business Science at tertiary institutions”.  The second recorded criticism was from academics and commentators who expressed concern through the  media (see: e tv interviews 30 December 2008; The Star, 3 January 2009; Business Day, 6 January 2009;).  They suggested that since the numbers of learners (63 035) passing Mathematics with more than 50%  represented a significant increase from the approximately 28 000 learners who had passed Higher Grade  Mathematics at the 40% level in 2006 (28 156) and 2007 (28 263) it should be asked whether the 2008  results at this level were comparable to Higher Grade passes in previous years.
  • report of the   ministerial panel established to review the   grade 12 nsc mathematics examination papers of november 2008  introduction   the minister of education
  • secondary education diploma
  • question 2  i  ii  iii  iv 
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®SIEBEL MIDMARKET EDITION APPLICATIONS
SIEBEL CTI COMPLETE GUIDE
MIDMARKET EDITION
SIEBEL 2000
VERSION 6.0
12PA1-CT00-06010
JULY 2000Siebel Systems, Inc., 1855 South Grant St., San Mateo, CA 94402
Copyright © 2000 Siebel Systems, Inc.
All rights reserved. Published 1998–2000
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U.S. GOVERNMENT RESTRICTED RIGHTS. Programs, Ancillary Programs and Documentation, delivered
subject to the Department of Defense Federal Acquisition Regulation Supplement, are “commercial computer
software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software
Documentation, and as such, any use, duplication and disclosure of the Programs, Ancillary Programs and
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other use, duplication and disclosure of the Programs, Ancillary Programs and Documentation by the U.S.
Government shall be subject to the applicable Siebel license agreement and the restrictions contained in
subsection (c) of FAR 52.227-19, Commercial Computer Software - Restricted Rights (June 1987), or
FAR 52.227-14, Rights in General Data Alternative III (June 1987), as applicable. Contractor/licensor is
Siebel Systems, Inc., 1855 South Grant Street, San Mateo, CA 94402.
Proprietary Information
Siebel Systems, Inc. considers information included in this documentation and
in Siebel eBusiness Applications Online Help to be Confidential Information.
Your access to and use of this Confidential Information are subject to the terms
and conditions of: (1) the applicable Siebel Systems software license
agreement, which has been executed and with which you agree to comply; and
(2) the proprietary and restricted rights notices included in this documentation.Contents
Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-7
Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-8
Chapter 1. Overview
Siebel CTI Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Features of CTI within Siebel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
CTI Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Setting Up Siebel CTI Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Integrating Call-Center Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Working with Siebel Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Siebel CTI Complete Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
CTI Command and Event Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-10
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-11
Chapter 2. Configuring CTI in Siebel
Chapter Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Related Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Siebel CTI Complete and Siebel Client Software . . . . . . . . . . . . . . . . . . . 2-4
Siebel Thin-Client Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Version 6.0 Siebel CTI Complete Guide MidMarket Edition iiiContents
Using CTI Middleware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Working with Siebel-Validated CTI Middleware/Switches . . . . . . . . . . . . . 2-6
Working with Other CTI Middleware/Switches . . . . . . . . . . . . . . . . . . . . . 2-7
Setting Up a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8
CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8
Setting Up a New CTI Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Enabling CTI for Siebel Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12
Enabling Siebel CTI Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12
Enabling Siebel CTI Complete Simulation . . . . . . . . . . . . . . . . . . . . . . . . 2-14
Editing the Siebel .cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14
Specifying CTI Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . 2-18
Siebel CTI Complete Configuration Views . . . . . . . . . . . . . . . . . . . . . . . 2-19
Editing or Creating a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . .2-21
Copying or Deleting a CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . 2-23
Specifying Configuration Parameters and Telesets . . . . . . . . . . . . . . . . . . 2-25
Specifying Agents and Extensions for Telesets . . . . . . . . . . . . . . . . . . . . 2-27
Viewing Agent Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32
Viewing Extension Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-34
Specifying Commands and Command Parameters . . . . . . . . . . . . . . . . . . 2-36
Creating New Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-38
Specifying Event Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-39
Creating New Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-40
Viewing All CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-41
Importing and Exporting CTI Configuration Data . . . . . . . . . . . . . . . . 2-43
Import and Export Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-43
Importing CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-43
Exporting CTI Configuration Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-45
CTI .ini and .def Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-47
Working with Call-Center Status Data . . . . . . . . . . . . . . . . . . . . . . . . 2-50
Viewing Teleset Status Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-51
Modifying How Teleset Status Data Is Displayed . . . . . . . . . . . . . . . . . . . 2-52
iv Siebel CTI Complete Guide MidMarket Edition Version 6.0Contents
CTI Options for End Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-53
End-User Client CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-53
End-User Client CTI Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-59
Chapter 3. Working with CTI Commands and Events
Chapter Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
CTI Definition Data in the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Testing Configurations with the CTI Simulator . . . . . . . . . . . . . . . . . . . . . 3-3
Command and Event Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Special Fields and Special Commands . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Special Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Special Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
Using Character-Field Macros . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12
Macro-Expansion Syntax Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-12
Macro Expansion with Phone Numbers . . . . . . . . . . . . . . . . . . . . . . . . . 3-13
Macro-Expansion Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-15
Types of Command and Event Definitions . . . . . . . . . . . . . . . . . . . . . . 3-17
CTI Command Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-17
CTI Event Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-18
Command Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-18
CmdData Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-24
EventHandler Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-28
EventResponse Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33
EventLog Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-40
Chapter 4. Advanced CTI Configuration
Chapter Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Supporting Hoteling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Hoteling Requirements and Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
Supporting Multi-Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Organization Visibility and Positions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Setting the Multi-Tenancy Configuration Parameter . . . . . . . . . . . . . . . . . 4-7
Version 6.0 Siebel CTI Complete Guide MidMarket Edition vContents
Integrating Siebel CTI Complete with Siebel Business Services . . . . . . . . 4-8
Invoking a Business Service Method from a Siebel CTI
Complete Event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8
Invoking a Business Service Method from a Siebel CTI
Complete Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
Invoking a CTI Command from Outside Siebel CTI Complete. . . . . . . . . . 4-11
Configuring the CTI Toolbar, CTI Menu, and Shortcut Menu . . . . . . . . . 4-12
Configuring the CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12
Configuring the CTI Menu and the Shortcut Menu . . . . . . . . . . . . . . . . . 4-17
Configuring Remote Transfers and Conferences . . . . . . . . . . . . . . . . . . 4-20
Chapter 5. Siebel CTI Complete with Dialogic
Chapter Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Siebel CTI Complete Server and Client Installation . . . . . . . . . . . . . . . . 5-3
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Installing Siebel CTI Complete Server Components . . . . . . . . . . . . . . . . . . 5-3
Installing Dialogic CT Connect Client Components . . . . . . . . . . . . . . . . . . 5-5
Configuring and Running Siebel CTI Complete Server . . . . . . . . . . . . . . . . 5-6
Limitations with Nortel Meridian Switch . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Dialogic Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Dialogic Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Dialogic Command Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16
Dialogic Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18
Dialogic Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-20
vi Siebel CTI Complete Guide MidMarket Edition Version 6.0Contents
Appendix A. Writing a CTI Driver for Siebel Adaptive CTI
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Required Skills for an Adaptive CTI Developer . . . . . . . . . . . . . . . . . . . . . A-2
Adaptive CTI Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3
CTI Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3
Commands and Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4
COM Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-5
Asynchronous Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-5
Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-5
Adaptive CTI Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-7
Adaptive CTI Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-8
Example for ISTDriver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-8
Example for ISTService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-10
Example Utility for VARIANT Lookups . . . . . . . . . . . . . . . . . . . . . . . . . . A-12
Appendix B. Siebel Adaptive CTI API Reference
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-2
COM Objects for Adaptive CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2
API Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-3
Data Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3
Constants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3
Methods of ISTClient Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-8
Methods of ISTDriver Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-11
Methods of ISTService Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-13
Version 6.0 Siebel CTI Complete Guide MidMarket Edition viiContents
Appendix C. Siebel Adaptive CTI and Siebel VB
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2
CTI Object Type Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3
CTIService Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3
CTIData Object Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-5
Script Usage Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-7
Making a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-7
Handling an Incoming Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-9
Appendix D. Using the Siebel CTI Complete Simulator
Appendix Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2
Setting Up the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2
Configurations in the Sample Database . . . . . . . . . . . . . . . . . . . . . . . . . . D-3
Running the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .D-3
Using the CTI Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-5
The CTI Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-5
Call Simulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-5
Index
viii Siebel CTI Complete Guide MidMarket Edition Version 6.0Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-5
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-7
Siebel Welcomes Your Comments . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-8
Version 6.0 Siebel CTI Complete Guide MidMarket Edition Intro-1Introduction
Who Should Use This Guide
Who Should Use This Guide Intro
This guide provides information necessary to implement and configure computer
telephony integration (CTI) for your Siebel applications, MidMarket Edition.
The audience for this guide consists of:
Call Center Persons responsible for setting up and maintaining a call center;
Administrators duties include designing and managing computer telephony
integration.
Administrators Persons responsible for planning, setting up, maintaining, data
loading, system monitoring, backup, and recovery, space
allocation and sizing, user account management,installing, and
upgrading Siebel applications MidMarket Edition.
Developers Persons who can implement a third-party CTI driver, using the
Adaptive CTI application programming interface. A custom Siebel
Adaptive CTI driver is needed only for CTI middleware or switch
configurations not preconfigured by Siebel.
Configurators Persons responsible for planning, implementing, and configuring
Siebel applications. Typically, a configurator is a consultant or
someone from the Information Systems department.
NOTE: This guide is not designed for use by call-center agents, who are responsible
for placing or answering phone calls. Information for agents about using Siebel
MidMarket Edition applications can be found in the Siebel Online Help.
Intro-2 Siebel CTI Complete Guide MidMarket Edition Version 6.0