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Defining Communications Server Configuration Data
The task described in this section is a step in Process of Configuring Communications Server. This section describes in general terms how to define or modify Siebel Communications Server configuration data. Do this when all modules have been installed and the server components have been configured. You can perform many of the steps in a different sequence than that shown here.
For more information about communications configurations, see About Communications Configuration Data. For detailed procedures for working with communications configuration data, see applicable sections in Configuring Session Communications.
NOTE: When you have finished specifying the communications configuration data, you must exit and restart the Siebel application for the settings to take effect. After Siebel Communications Server has been deployed, any end users who are currently connected must also exit and restart the application for the new or modified configuration data to take effect.
To define Siebel Communications Server configuration data
- Start the Siebel application, such as Siebel Call Center, logging in as the system administrator (for example, as the user SADMIN).
- Navigate to the Administration - Communications screen.
For information about the views in this screen, where you perform most of the tasks identified here, see Views for Communications Administration.
- Configure communications drivers and profiles. As applicable, associate profiles with communications configurations you have already created:
- For each communications driver you are using, specify default parameter values.
- For each communications driver you are using, create profiles. As appropriate, specify parameter values to override the driver parameters.
- If you are not using communications configurations, skip to Step 12.
For more information about configuring drivers and profiles, see Configuring Communications Drivers and Profiles.
For more information about modules that use communications configurations, see Communications Configuration Requirements for Siebel Modules.
- To support modules such as Siebel CTI and Siebel Email Response (optional), create a communications configuration. See Creating or Modifying a Communications Configuration.
You can modify an existing communications configuration, or create a new configuration and transfer data into it from an existing configuration.
- For the current configuration, specify configuration parameter values. See Specifying Parameters for Communications Configurations.
- For the current configuration, associate profiles you created for your CTI driver and User-interactive Email driver. See Creating or Modifying a Communications Configuration.
- For the current communications configuration, specify the agents for whom the communications configuration apply:
- Add each agent to one or more configurations. If you add an agent to more than one configuration, specify which configuration is primary for the agent.
- Configure the agents, such as (for voice agents) to specify which ACD queues they will use, define ACD agent login and password, and so on.
NOTE: If you are not defining ACD queues, or if the driver parameter Service:IsQueueRequired is set to FALSE for the CTI driver or for applicable driver profiles associated with the configuration, then the above step is not necessary. For more information, see Siebel CTI Connect Driver Parameters.
- If telesets have already been defined (as in Step 8), you can specify the telesets an agent can use.
For more information on specifying agents, see Specifying Agents.
You do not need to associate agents with telesets that will be used for hoteling, or associate agents with telesets for agents who will not use the voice channel.
- If you are using Siebel CTI (voice channel), specify the telesets for your call center:
- If a teleset will be used for hoteling, specify the host name for the hoteling computer.
- For each teleset, specify the extensions for the teleset.
- For each teleset, you can specify agents that can use the teleset.
See Specifying Telesets.
In order to associate an agent with a teleset, the agent must have already been added to the configuration (as in Step 7). You do not need to associate agents with telesets that will be used for hoteling.
- Specify or verify event handlers and associated event responses and event logs, and associate them with the communications configuration:
- Create the event logs that you specify in your event responses, and associate them with the configuration.
- Create the event responses you need, optionally specifying one or more event logs for each event response, and associate the event responses with the configuration.
- Create the event handlers you need, specifying an event response for each event handler, and associate the event handlers with the configuration.
See Defining Communications Events.
- Specify or verify commands and associated command data definitions, and associate them with the communications configuration:
- Create the command data definitions that you specify in your commands, and associate them with the configuration.
- Create the commands that you need, specifying a command data definition for each command, and associate the commands with the configuration.
See Defining Communications Commands.
- Optionally, use the Communications Simulator to test your configuration. See Enabling Session Communications and Simulation and Simulating a Communications Environment.
- Complete any other needed configuration, customization, or performance-tuning tasks for your Siebel implementation, and test the communications configurations you are using. For example, you may:
- Implement Siebel Universal Queuing to help route inbound work items of one or more communications channel. For more information, see Siebel Universal Queuing Administration Guide.
- Configure response groups for inbound communications. For more information, see Siebel Email Response Administration Guide.
- Create templates for outbound communications. For more information, see Configuring Communications Templates.
- Modify the Online Help for your users.
After you have verified the configuration, you can put Siebel Communications Server into production.