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Siebel Communications Server Administration Guide > Upgrading from Release 6.x > Upgrading Siebel CTI from Release 6.x (and Earlier) >

Preparing to Upgrade the Configuration

In the All Configurations view in the Administration - Communications screen, you can import a configuration file that you previously exported from Siebel CTI release 6.x. The configuration data is manipulated so that your existing elements are properly mapped to the way in which events and commands and related elements are structured in the current version. You do this after the general upgrade.

Device Events Prefixed with "Sys_" No Longer Supported

In release 7.x, communications event handlers can no longer use device events prefixed with "Sys_". Such device events were supported, across CTI drivers, in previous versions. Before you complete upgrading your communications configuration, you must make sure to make the following changes:

For users of CTI drivers for Intel NetMerge:

  • Change Sys_InboundCall device events to InboundCall
  • Change InboundCall device events to TpAnswered

For more information, see Handling an Inbound Call Received by an Agent and Using Device Event to Enhance Screen Pop Performance.

Users of CTI drivers for other middleware products (that is, drivers supported by other vendors than Siebel Systems) must make comparable changes applicable to their Siebel CTI implementations.

Event Logs Specified in Event Responses

Each event log specified in a single event response must be unique. If multiple parameters in an event response definition specify the same value, you must either delete (or comment out) event log parameters that specify duplicate values, or define new event logs and specify them in order to meet the uniqueness requirement. Otherwise, when you import your .DEF file, errors will be generated.

For more information, see Event Responses.

Version Identifier in 7.x .DEF File

Configuration files exported from release 7.x now contain an entry identifying the version. Configuration files from previous versions that you import for upgrade purposes must not contain the following entry, or else no upgrade manipulations will be performed:

[Siebel]
    CommServerVersion = "7.0"

Event and Command Manipulation During Upgrade

Before you import, you must make sure you do not have (or that you do not require) existing commands or command data definitions with certain names, or those elements will be replaced when you import. Most of these changes are done in order to support the communications toolbar configuration in the current version.

Event-related changes are as follows:

  • Event logs containing AfterCall parameter. For any event log that includes the parameter AfterCall, this parameter is renamed AfterWork when you import the configuration file.

Command-related changes are as follows:

  • AnswerCall and AcceptWorkGroup commands. If AnswerCall is found, this command will be renamed to AcceptWorkGroup. If AcceptWorkGroup already exists, it will be replaced by this command, or by a newly created command defined as follows:

    [Command:AcceptWorkGroup]
        DeviceCommand = "AnswerCall"
        Hidden = "TRUE"

  • CancelForwardCall command. If CancelForwardCall exists, it will be removed.
  • ChangeBusyState and ChangeBusyStateGroup commands. If ChangeBusyState is found, this command will be renamed to ChangeBusyStateGroup. If ChangeBusyStateGroup already exists, it will be replaced by this command, or by a newly created command defined as follows.

    [Command:ChangeBusyStateGroup]
        DeviceCommand = "ChangeBusyState"
        Hidden = "TRUE"

  • ChangeNotReadyState and NotReadyGroup commands. If ChangeNotReadyState is found, this command will be renamed to NotReadyGroup. If NotReadyGroup already exists, it will be replaced by this command, or by a newly created command defined as follows:

    [Command:NotReadyGroup]
        DeviceCommand = "ChangeNotReadyState"
        Hidden = "TRUE"

  • ConferenceComplete command. If ConferenceComplete is found, no change will be made to this command. If ConferenceComplete is not found, a new command will be created, defined as follows:

    [Command:ConferenceComplete]
        DeviceCommand = "ConferenceComplete"
        Hidden = "TRUE"

  • ConferenceTransferGroupInToolbar and ConferenceTransferGroup commands. If ConferenceTransferGroupInToolbar is found, this command will be renamed to ConferenceTransferGroup. If ConferenceTransferGroupInToolbar is not found, no change will be made. If ConferenceTransferGroup already exists, it will be replaced by a newly created command defined as follows:

    [Command:ConferenceTransferGroup]
        SubCommand_0 = "ConferenceComplete"

  • ConsultativeTransferGroupInToolbar and ConsultativeTransferGroup commands. If ConsultativeTransferGroupInToolbar is found, this command will be renamed to ConsultativeTransferGroup. If ConsultativeTransferGroupInToolbar is not found, no change will be made. If ConsultativeTransferGroup already exists, it will be replaced by a newly created command defined as follows:

    [Command:ConsultativeTransferGroup]
        SubCommand_0 = "TransferComplete"

  • ForwardCall and ForwardWorkGroup commands. If ForwardCall is found, this command will be renamed to ForwardWorkGroup. If ForwardWorkGroup already exists, it will be replaced by this command, or by a newly created command defined as follows:

    [Command:ForwardWorkGroup]
        DeviceCommand = "ToggleForward"
        Hidden = "TRUE"

  • HoldCall and SuspendWorkGroup commands and SuspendWorkGroup command data. If HoldCall is found, this command will be renamed to SuspendWorkGroup. If SuspendWorkGroup already exists, it will be replaced by this command, or by a newly created command and command data, defined as follows:

    [Command:SuspendWorkGroup]
        DeviceCommand = "HoldCall"
        Hidden = "TRUE"

    [CmdData:SuspendWorkGroup]
        Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

  • Login and SignOnGroup commands and SignOnGroup command data. If LogIn is found, this command will be renamed to SignOnGroup. If SignOnGroup already exists, it will be replaced by this command, or by a newly created command and command data, defined as follows:

    [Command:SignOnGroup]
        DeviceCommand = "LogIn"
        CmdData = "SignOnGroup"

    [CmdData:SignOnGroup]
        Param.ACDQueue = "{@QueueList}"
        Param.AgentId = "{@AgentId}"
        Param.AgentPin = "{@AgentPin}"

  • LogOut and SignOffGroup commands and SignOffGroup command data. If LogOut is found, this command will be renamed to SignOffGroup. If SignOffGroup already exists, it will be replaced by this command, or by a newly created command and command data, defined as follows:

    [Command:SignOffGroup]
        DeviceCommand = "LogOut"
        CmdData = "SignOffGroup"

    [CmdData:SignOffGroup]
        Param.ACDQueue = "{@QueueList}"

  • MakeCallGroupInToolbar, MakeCallGroup, and InitiateWorkGroup commands. If MakeCallGroupInToolbar is found, this command will be renamed to MakeCallGroup. In this case, if MakeCallGroup already exists, it will be replaced by this command. (If MakeCallGroupInToolbar is not found, this means that the Make Call button—now the Initiate Work Item button—was not previously enabled.)

    In the case that MakeCallGroupInToolbar is found (and renamed to MakeCallGroup), then the InitiateWorkGroup command is created, defined as shown below. If InitiateWorkGroup already exists, it will be replaced by the newly created command, defined as follows:

    [Command:InitiateWorkGroup]
        SubCommand = "MakeCallGroup"
        Hidden = "TRUE"

  • MuteTransferGroupInToolbar and BlindTransferGroup commands. If MuteTransferGroupInToolbar is found, this command will be renamed to BlindTransferGroup. In this case, if BlindTransferGroup already exists, it will be replaced by this command. (If MuteTransferGroupInToolbar is not found, this means that the Mute Transfer button—now the Blind Transfer button—was not previously enabled.)
  • ReleaseCall and ReleaseWorkGroup commands. If ReleaseCall is found, this command will be renamed to ReleaseWorkGroup. If ReleaseWorkGroup already exists, it will be replaced by this command, or by a newly created command defined as follows:

    [Command:ReleaseWorkGroup]
        DeviceCommand = "ReleaseCall"
        Hidden = "TRUE"

  • ResetState and ResetStateGroup commands. If ResetState is found, this command will be renamed to ResetStateGroup. If ResetStateGroup already exists, it will be replaced by this command, or by a newly created command defined as follows:

    [Command:ResetStateGroup]
        DeviceCommand = "ResetState"
        Hidden = "TRUE"

  • RetrieveCall and RetrieveWorkGroup commands. If RetrieveCall is found, this command will be renamed to RetrieveWorkGroup. If RetrieveWorkGroup already exists, it will be replaced by this command, or by a newly created command defined as follows:

    [Command:RetrieveWorkGroup]
        DeviceCommand = "RetrieveCall"
        Hidden = "TRUE"

  • TransferComplete command. If TransferComplete is found, no change will be made to this command. If TransferComplete is not found, the command will be created and defined as follows:

    [Command:TransferComplete]
        DeviceCommand = "TransferComplete"
        Hidden = "TRUE"

  • UnHoldCall and ResumeWorkGroup commands and ResumeWorkGroup command data. If UnHoldCall is found, this command will be renamed to ResumeWorkGroup, and the command data ResumeWorkGroup will be associated with it. If ResumeWorkGroup already exists, it will be replaced by this command, or by a newly created command and command data, defined as follows:

    [Command:ResumeWorkGroup]
        DeviceCommand = "UnHoldCall"
        Hidden = "TRUE"
        CmdData = "ResumeWorkGroup"

    [CmdData:ResumeWorkGroup]
        Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

  • Subcommands. For any command that contains SubCommand parameters to specify subcommands, these subcommands will have the Order field set to 0 (zero) when you import the configuration file from the previous version.

    In .DEF files exported from the current version, subcommand records are represented by parameters with the name in the form "SubCommand_N", where N represents the value of the Order field for the subcommand record in the All Commands view (of the Administration - Communications screen).

    If, before you import, you manually modify subcommand parameters to use the new form "SubCommand_N", the value you use for N for each subcommand will be used for the value of the Order field for the subcommand record.

    After importing the configuration data, assign a value in the Order field for each subcommand, as appropriate.

  • Commands for the CTI menu or the shortcut menu. For any command configured to appear in the CTI menu or the shortcut menu, the Order parameter will be renamed to the MenuPosition parameter.

    For previous versions, a command is enabled for the CTI menu if the parameter Hidden is set to TRUE or is not defined; a command is enabled for the shortcut menu if the parameter LocalMenu is set to TRUE.

    For the current version, the shortcut menu is now the applet-level menu, and the CTI menu is now the Communications submenu of the Tools application-level menu.

    
Siebel Communications Server Administration Guide