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Siebel Smart AnswerConnector Guide
Version 8.1
August 2009
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Copyright 2005, 2009 Oracle. All rights reserved.
The Programs (which include both the software and documentation) contain proprietary information;
they are provided under a license agreement containing restrictions on use and disclosure and are alsoprotected by copyright, patent, and other intellectual and industrial property laws. Reverse engineering,
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The information contained in this document is subject to change without notice. If you find any problemsin the documentation, please report them to us in writing. This document is not warranted to be error-
free. Except as may be expressly permitted in your license agreement for these Programs, no part ofthese Programs may be reproduced or transmitted in any form or by any means, electronic ormechanical, for any purpose.
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Siebel Smart Answer Connector Guide Version 8.1 3
Contents
Siebel Smart Answer Connector Guide 1
Siebel Smart Answer Connector Guide, Version 8.1
Whats New in This Release 5
About Siebel Smart Answer Connector 6
About Installing and Configuring Siebel Smart Answer Connector 6
Sample Files for Use With Siebel Smart Answer Connector 6
Sample Configuration File for Use With Siebel Smart Answer Connector 7
Sample KBI Files for Siebel Smart Answer Connector 7Sample C++ Input and Output Files for Use With Siebel Smart Answer Connector 13
Sample Lookup (Categorize) Files for Use With Siebel Smart Answer Connector 17
Sample RefreshKB Files for Use With Siebel Smart Answer Connector 19
Sample Feedback Files for Use With Siebel Smart Answer Connector 20
Index
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Siebel Smart Answer Connector Guide Version 8.1
Contents
4
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Siebel Smart Answer Connector Guide Version 8.1 5
Siebel Smart Answer ConnectorGuide, Version 8.1
Oracles Siebel Smart Answer Connector Guide describes the Siebel Smart Answer Connector
application programming interfaces (APIs) and how to use the APIs to integrate Siebel Business
Applications with a Natural Language Processing (NLP) solution.
This version of Siebel Smart Answer Connector Guide supports the Siebel CRM version 8.1.1.1 Fix
Pack release. It includes the following topics:
Whats New in This Release on page 5
About Siebel Smart Answer Connector on page 6
About Installing and Configuring Siebel Smart Answer Connector on page 6
Sample Files for Use With Siebel Smart Answer Connector on page 6
NOTE: Siebel Smart Answer Connector version 8.1 is the first release of this new product.
Whats New in This ReleaseTable 1 lists changes described in this version of the documentation to support release 8.1 of the
software.
NOTE: The functionality described here is provided as ACR 476. For the current release of Siebel
Business Applications, implementing this functionality requires installing a patch release and
performing postinstallation configuration tasks. For more information about these tasks, see the
relevant instructions in the applicable Siebel Maintenance Release Guide on OracleMetaLink 3.
Table 1. New Product Features in Siebel Smart Answer Connector Guide, Version 8.1
Topic Description
About Siebel Smart Answer
Connector on page 6
New topic. It describes Siebel Smart Answer Connector.
About Installing and Configuring
Siebel Smart Answer Connector
on page 6
New topic. It describes high-level installation tasks.
Sample Files for Use With Siebel
Smart Answer Connector on
page 6
New topic. It provides sample code for use in configuring Siebel
Smart Answer Connector by invoking various business service
methods.
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Siebel Smart Answer Connector Guide Version 8.1
Siebel Smart Answer Connector Guide, Version 8.1 About Siebel Smart Answer
Connector
6
About Siebel Smart Answer ConnectorSiebel Smart Answer Connector provides open APIs that you can use to integrate Natural Language
Processing (NLP) tools into the Siebel enterprise environment. NLP allows you to use linguistic
analysis techniques and content analysis algorithms, thereby eliminating time-consuming analysis
and manual processing of high volumes of customer email by:
Supporting international deployments
Enabling routing based on language of incoming email
Providing automatic responses in multiple languages
Providing agents with automatically-suggested responses to emails sent in multiple languages
NOTE: You must upgrade to Siebel CRM version 8.1.1.1 to implement Siebel Smart Answer
Connector for use with an existing Siebel Smart Answer version 7.7, 7.8, and 8.0 environment. You
must also have a third-party NLP engine and an adapter that is compatible with the Siebel API.
Siebel Smart Answer Connector is available on both Windows and UNIX. For more information about
the supported operating systems, see Siebel System Requirements and Supported Platforms on
Oracle Technology Network.
NOTE: Siebel Smart Answer Connector is for use with Siebel Cross-Industry Applications. It is
currently not for use with Siebel Industry Applications.
About Installing and Configuring SiebelSmart Answer ConnectorBefore using Siebel Smart Answer Connector, you must install the Siebel 8.1.1.1 Fix Pack for an
existing Siebel CRM version 8.1.1 installation. The Fix Pack replaces existing executable files and
provides new files.
For information about installing Siebel CRM version 8.1.1, see Siebel Installation Guide for the
operating system you are using. For information about fix pack installations, see the applicable Siebel
Maintenance Release Guide on OracleMetaLink3.
Sample Files for Use With Siebel SmartAnswer ConnectorThis topic contains the following types of XML for use in configuring Siebel Smart Answer Connector
and invoking various business service methods:
Sample Configuration File for Use With Siebel Smart Answer Connector on page 7
Sample KBI Files for Siebel Smart Answer Connector on page 7
Sample C++ Input and Output Files for Use With Siebel Smart Answer Connector on page 13
Sample Lookup (Categorize) Files for Use With Siebel Smart Answer Connector on page 17
Sample RefreshKB Files for Use With Siebel Smart Answer Connector on page 19
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Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
Siebel Smart Answer Connector Guide Version 8.1 7
Sample Feedback Files for Use With Siebel Smart Answer Connector on page 20
NOTE: You must modify the code in each of these sample files for your specific deployment.
Sample Configuration File for Use With Siebel SmartAnswer Connector
For Siebel Smart Answer Connector to function, you must configure a mandatory XML-based
configuration file. The following code is a sample configuration file that helps establish the connection
and linkage to the external (third-party) adapter to work with a Siebel 8.1 application. The
administrator must specify in this file the correct values for the DLL Name, Facade Name, and the
Siebel File System location.
T:\ses\siebsrvr\XSAAdapter.dll
InvokeMethod
\\tjones-pc\fs\
Sample KBI Files for Siebel Smart Answer Connector
This topic provides the following sample KBI (Knowledge Base Interchange) files for invoking
business service methods for Siebel Smart Answer Connector:
LPeter_org.xml File on page 7
ITProducts.xml File on page 10
Media17.xml File on page 12
LPeter_org.xml FileThe following is XML of a Knowledge Base Interchange (KBI) XML file for importing multilevel
categories. Enter the actual knowledge base for your deployment; the knowledge base is dictated by
the end-user application.
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Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
8
name CDATA #REQUIRED >
name CDATA #REQUIRED
kscore CDATA "50">
]>
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Smart Answer Connector
Siebel Smart Answer Connector Guide Version 8.1 9
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Smart Answer Connector
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ITProducts.xml FileThe following XMLS is an example of a Knowledge Base Interchange (KBI) XML file. Use this code as
a basis for creating a file for importing multilevel product categories. Enter the actual knowledge
base for your deployment; the knowledge base is dictated by the end-user application.
name CDATA #REQUIRED >
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Smart Answer Connector
Siebel Smart Answer Connector Guide Version 8.1 11
name CDATA #REQUIRED
kscore CDATA "50">
]>
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Media17.xml FileThe following XML is an example of a Knowledge Base Interchange (KBI) XML file. Use this code as
a basis for creating a file for importing multilevel media categories. Enter the actual knowledge base
for your deployment; the knowledge base is dictated by the end-user application.
name CDATA #REQUIRED >
name CDATA #REQUIRED
kscore CDATA "50">
]>
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Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
Siebel Smart Answer Connector Guide Version 8.1 13
Sample C++ Input and Output Files for Use With SiebelSmart Answer Connector
This topic provides the following input and output files as examples of the invocation of business
service methods for Siebel Smart Answer Connector when used with a C++-based adapter:
Categorize Output File on page 14
Identify Language Input File on page 14
Identify Language Output File on page 15
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Siebel Smart Answer Connector Guide Version 8.1
Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
14
Categorize Output FileThe following XML is an example of the expected output for the Categorize method call. This XML-
formatted message flows from a third-party adapter to the Siebel 8.1 application.
Identify Language Input FileThe following XML is an example of the expected input for the Identify Language method call. This
XML-formatted message flows from a Siebel 8.1 application to a third-party adapter.
NOTE: This message may or may not identify the internal Document Type Definition (DTD).
name CDATA #REQUIRED
action CDATA #REQUIRED>
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Smart Answer Connector
Siebel Smart Answer Connector Guide Version 8.1 15
category-count CDATA #REQUIRED
property-count CDATA #REQUIRED >
category-count CDATA #REQUIRED
property-count CDATA #REQUIRED>
name CDATA #REQUIRED
kscore CDATA #REQUIRED >
name CDATA #REQUIRED
value CDATA #REQUIRED >
]>
Identify Language Output File
The following XML is an example of the expected output for an Identify Language method call. ThisXML-formatted message flows from a third-party adapter to a Siebel 8.1 application.
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Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
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name CDATA #REQUIRED
action CDATA #REQUIRED>
category-count CDATA #REQUIRED
property-count CDATA #REQUIRED >
category-count CDATA #REQUIRED
property-count CDATA #REQUIRED>
name CDATA #REQUIRED
kscore CDATA #REQUIRED >
name CDATA #REQUIRED
value CDATA #REQUIRED >
]>
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Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
Siebel Smart Answer Connector Guide Version 8.1 17
Sample Lookup (Categorize) Files for Use With SiebelSmart Answer Connector
This topic provides the following input and output files as examples of the invocation of the Lookup
(Categorize) business service method for Siebel Smart Answer Connector:
Lookup (Categorize) Input File on page 17
Lookup (Categorize) Output File on page 18
Lookup (Categorize) Input FileThe following XML is an example of a SOAP (Simple Object Access Protocol) request message for the
Lookup (Categorize) method call. A SOAP message is a specification for exchanging structured
information in the implementation of Web services. This request message is sent to a third-party
adapter or Web service from the Siebel 8.1 application.
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Lookup (Categorize) Output FileThe following XML is an example of a SOAP response message for the Lookup (Categorize) method
call. This response message is sent from a third-party adapter or Web service to the Siebel 8.1
application.
utf16
English
Ramani Iyer
95
Bhavin Gosrani
96
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Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
Siebel Smart Answer Connector Guide Version 8.1 19
Sample RefreshKB Files for Use With Siebel SmartAnswer Connector
This topic provides the following input and output files as examples of the invocation of the
RerfreshKB business service method for Oracles Siebel Smart Answer Connector:
RefreshKB Input File on page 19
RefreshKB Output File on page 19
RefreshKB Input FileThe following XML is an example of a SOAP request message that invokes a RefreshKB method call.
This request message is sent from a Siebel 8.1 application to a third-party adapter or Web service.
test_arun
RefreshKB Output FileThe following sample code is an example of a SOAP response message generated from a third-party
Web service in response to a RefreshKB method call by a Siebel 8.1 application.
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Siebel Smart Answer Connector Guide Version 8.1
Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
20
Success
\\tjones-pc\fs\smartanswer\export\ITProductsKBI_20090409122506.xml
Sample Feedback Files for Use With Siebel SmartAnswer Connector
This topic provides the following input and output files as examples of the invocation of the Feedback
business service method for Siebel Smart Answer Connector:
Feedback Input File on page 20
Feedback Output File on page 21
Feedback Input FileThe following XML is an example of a SOAP request message for the Feedback method call. This
request message is sent from a Siebel 8.1 application to a third-party adapter or Web service.
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Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
Siebel Smart Answer Connector Guide Version 8.1 21
English
test
utf16
Ramani Iyer
Bhavin Gosrani
Feedback Output FileThe following sample code is an example of a SOAP response message generated from a third-party
Web service in response to a Feedback method call by a Siebel 8.1 application.
Success
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Siebel Smart Answer Connector Guide Version 8.1
Siebel Smart Answer Connector Guide, Version 8.1 Sample Files for Use With Siebel
Smart Answer Connector
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Siebel Smart Answer Connector Guide Version 8.1 23
Index
Ssample code for Siebel Smart Answer
ConnectorCategorize output file 14Feedback input file 20
Feedback output file 21Identify Language input file 14Identify Language output file 15ITProucts.xml file 10
Lookup (Categorize) input file 17Lookup (Categorize) output file 18
LPeter_org.xml file 7Media17.xml file 12RefreshKB input file 19RefreshKB output file 19
Smart Answer Connector
about 6about installing and configuring 6overview of 5sample configuration file for 7version of for this guide 5
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Siebel Smart Answer Connector Guide Version 8 1
Index S
24