Driver:
CIMServer

Yes

CHANGE_ME

Host name of the machine on which the CIM Server is running.

Driver:
CIMTimeDelay

No

100

Specifies the time, in milliseconds, after which call data is fetched from the CIM Server.

Increase this value if you notice call data is missing, such as when a call is transferred.

Driver:
CTCServer

Yes

CHANGE_ME

Host name of the machine on which the Call Processing Server is running.

Driver:
DriverLogFile

No

ctc.log

If a filename is specified using this parameter, Siebel Communications Server will write detailed information about activity for the active call into a log file. Data for Siebel Communications Server and Intel NetMerge activity is logged, including device events and event data fields.

Log files are created by default in the log subdirectory of the Siebel Server or Siebel Dedicated Web Client installation directory, depending on the client type and on your communications deployment.

A complete path can be specified along with the filename in order to write the file to a nondefault location.

Optionally, if you want to use a single log file in a multichannel environment, you can specify the same log file name for all interactive drivers you are using.

For debugging purposes, the parameter Driver:LogDebug can be set to TRUE, to cause debug messages to be included in the file. Also, the Communications Server log file can be compared with the log file for Intel NetMerge. In each log file, log records referring to the same call would contain the same value for the refId event data field.

See also the description for the parameter Service:ServiceLogFile.

Driver:
LogicalID

Yes

CHANGE_ME

Logical ID of the link for the switch as configured in the Call Processing Server. Example: CTCLINK.

Driver:
MaxServices

No

25

Specifies the maximum number of service objects that the driver handle (ISC_DRIVER_HANDLE) can service. If the specified limit is reached, another instance of the driver handle is created.

For more information about the driver handle, see Developing a Communications Driver.

Driver:
NetCallPort

No

9400

For any users running the Communications Simulator, this parameter specifies a number representing a simulated port number, so that users can simulate an "inside call" to another teleset.

Driver:
NetworkType

Yes

ncacn_ip_tcp

Network communications protocol as configured in the Call Processing Server. Possible values include:

ncacn_nb_nb - NetBIOS over NetBEUI
ncacn_ip_tcp - TCP/IP
ncacn_dnet_nsp - DECnet
ncacn_nb_tcp - NetBIOS over TCP/IP
ncacn_np - Named Pipes
ncacn_spx - Novell SPX

Driver:
Simulate

No

FALSE

TRUE or FALSE

When this parameter is set to TRUE, this driver supports the Communications Simulator.

This parameter need not be explicitly set in order to use the Communications Simulator.

For more information, see Enabling Session Communications and Simulation and Simulating a Communications Environment.

Driver:
SwitchType

Yes

CHANGE_ME

The type of switch for your call center. Values include:

0 - Avaya (Lucent) Definity G3
2 - Nortel Meridian
3 - Siemens Hicom 300E U.S., Siemens Hicom 300E International

For information about the switches supported with Siebel CTI Connect, see System Requirements and Supported Platforms on Siebel SupportWeb.

Service:
ACCDNList

No

{@ACDDNList}

Uses the macro @ACDDNList to obtain a list of ACD DNs (extensions of type A) associated with the current agent.

Service:
AutoLogout

No

FALSE

Determines whether to automatically log the agent out of the ACD queue when the communications session has ended.

• If FALSE, the agent is not automatically logged out of the ACD queue when the agent logs out of the Siebel session.
• If TRUE, the agent is automatically logged out of the ACD queue when the agent logs out of the Siebel session.

This setting applies whether the agent specifically exited the Siebel application or the browser, or if the agent's application session times out.

Service:
DNList

Yes

{@DNList}

Uses the macro @DNList to obtain a list of DNs (standard extensions of type "S") associated with the current agent.

Service:
HandleRouteRequest

No

FALSE

TRUE or FALSE

Should be set to TRUE if you are using Route DNs for routing calls. For regular DNs, should be set to FALSE.

Service:
HasKeyName

No

TRUE

TRUE or FALSE

Settings that, when set to TRUE, specify whether the connected switch provides programmatic support for the indicated functionality.

You can also disable a feature that is supported by the switch but that you do not want your agents to use. If the value is FALSE, the associated feature is disabled.

For a disabled feature, an administrator can remove the associated toolbar button from the repository using Siebel Tools.

The following capabilities can be enabled or disabled:

• HasAgentBusy - Set agent state to Busy/Not Busy
• HasAnswer - Answer the incoming call
• HasDisconnect - Disconnect the call
• HasForward - Set call forwarding
• HasHold - Put the call on hold

For a list of the particular features your switch supports, refer to Intel NetMerge documentation.

Service:
IsQueueRequired

No

FALSE

TRUE or FALSE

Specifies whether an ACD queue must be specified in order for an agent to log into a call center.

Set to FALSE for an Avaya (Lucent) Definity G3 switch or for other switches that support Expert Agent Selection (EAS).

Set to TRUE for all other switches. When this parameter is set to TRUE, the ACD queue number will be provided with the login command.

Service:
IsSiemens

No

FALSE

TRUE or FALSE

When set to TRUE, specifies that you are using a Siemens switch, which requires special handling.

If you are using the Siemens Hicom 300E switch, set this parameter to TRUE.

Service:
SelectDN

No

CHANGE_ME

Specifies a DN to be used to issue commands such as MakeCall, and so on.

Otherwise, the first DN in the list specified with the parameter Service:DNList is used.

Service:
ServiceLogFile

No

ctc_
{@Username}.log

If a filename is specified using this parameter, Siebel Communications Server will write detailed information about activity for the active call, for each agent's session, into a log file. Data for Siebel Communications Server and Intel NetMerge activity is logged, including device events and event data fields.

Log files are created by default in the log subdirectory of the Siebel Server or Siebel Dedicated Web Client installation directory, depending on the client type and on your communications deployment.

For information about the @Username macro, see Macros for Parameter Values.

For more information, see the description for the parameter Driver:DriverLogFile.

Service:
Use1StepTransfer

No

FALSE

TRUE or FALSE

• Set to TRUE to specify that the switch you are using supports the OneStepTransfer function. The TransferMute driver command maps to this function.
• Set to FALSE when OneStepTransfer is not supported. The Blind Transfer toolbar button is disabled.

Set this parameter to FALSE for an Avaya (Lucent) Definity G3 switch or for other switches that do not support OneStepTransfer.

The TransferMute command is used by the Blind Transfer toolbar button.

LogDebug

No

FALSE

TRUE or FALSE

If TRUE, data output to the log file is more detailed.

This parameter is generic and applies to log files specified using Driver:DriverLogFile and using Service:ServiceLogFile.

If you specify this parameter prefixed with either Service: or Driver:, it will apply to the applicable log file only.

MaxLogKB

No

128

Specifies the maximum size of the log file, in kilobytes (KB).

This parameter is generic and applies to log files specified using Driver:DriverLogFile and using Service:ServiceLogFile.

If you specify this parameter prefixed with either Service: or Driver:, it will apply to the applicable log file only.

When the applicable log file is full, it is emptied completely, then logging begins again.

ReleaseLogHandle

No

TRUE

Indicates that the log file handle for each agent should be released periodically, after logs have been generated.

The default setting of TRUE provides better performance.

When ReleaseLogHandle is FALSE, however, some log files may not be generated if the number of concurrent users exceeds the file-handle capacity provided by the operating system.

This parameter is generic and applies to log files specified using Driver:DriverLogFile and using Service:ServiceLogFile.

If you specify this parameter prefixed with either Service: or Driver:, it will apply to the applicable log file only.