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Administering Communications Session Manager

This section describes how to administer the server component Communications Session Manager. The short name for this component is CommSessionMgr.

This server component uses generic configuration parameters and does not need to be configured. However, you can configure logging parameters. For details, see Parameters for Communications Session Manager.

Overview of Communications Session Manager

The Communications Session Manager supports multichannel user-interactive sessions for agents using the communications toolbar for voice, email, or other types of work items. It manages agent sessions, for which applicable interactive communications drivers are loaded into memory.

For most Siebel client deployment choices, the Communications Session Manager must be available for the instances of the Application Object Manager that connect to it for each agent's communications session.

In each case, the component that is employed is identified through the applicable data source for the Siebel application session. For each data source, a specific Siebel Gateway Name Server, Siebel Enterprise Server, and Siebel Server are associated. The Communications Session Manager component must be enabled and running on this Siebel Server.

Alternatively, you can specify the following communications configuration parameters, to identify the Communications Session Manager to use:

  • GatewayAddress. Specify the Siebel Gateway Name Server. For example, specify a value like gateway-host.
  • EnterpriseServer. Specify the Siebel Enterprise Server. For example, specify a value like siebel.
  • RequestServer. Specify the Siebel Server. For example, specify a value like server-host.
  • CommSessionMgr. Specify the Communications Session Manager. For example, specify a value like CommSessionMgr.

If an agent logs in using a configuration containing these parameters, the agent will be connected to the component identified by these values. For more information about these parameters, see Specifying Parameters for Communications Configurations.

For information about how the CommLocalDriver parameter relates to the Communications Session Manager component, see Parameters for Application Object Manager and Siebel Developer Web Client.

When Communications Session Manager Is Unavailable

If the Communications Session Manager stops running or becomes unavailable for some reason, all connected users (agents) will receive the following message in an alert-type dialog box in their browser: "Connection to Communications Server is down. Toolbar is reset!"

For each such agent, the communications toolbar displays as if no communications driver is loaded. That is, the toolbar is displayed but most of the toolbar buttons are unavailable.

Running Communications Session Manager

When the Communications Management component group is enabled, the Communications Session Manager component is started automatically. For any machine on which you do not want to run Communications Session Manager, configure the Siebel Server not to start it.

Communications Session Manager is a batch-mode component. It relies on the services of the Server Request Broker and Server Request Processor server components. These components must be running on the Siebel Server for communications to be processed successfully.

NOTE:  If your CTI middleware server is restarted, then, depending on the third-party vendor requirements, you may also need to restart the Communications Session Manager server component that connects to it. Restarting the Communications Session Manager is recommended for deployments of Siebel CTI Connect.

For more information about configuring, starting, and stopping Siebel Server components, see Siebel System Administration Guide.

Siebel Communications Server Administration Guide