Bookshelf v7.5: Integrating Web Collaboration into a Communications Configuration

Siebel eCollaboration Administration Guide > Setting Up Siebel eCollaboration >

Integrating Web Collaboration into a Communications Configuration

Communications configurations contain commands and events that are specific to Siebel eCollaboration. Many eCollaboration commands are nested with commands that are not specific to eCollaboration to allow eCollaboration to work in the multichannel communications toolbar.

This section describes the high-level tasks you must do and specific guidelines to use with those tasks to integrate Siebel eCollaboration with Siebel Communications Server and Siebel Universal Queuing. For information about configuring communications channels to work with Siebel Communications Server and Siebel Universal Queuing, see Siebel Communications Server Administration Guide and Siebel Universal Queuing Administration Guide.

To integrate modes of communication with Siebel Communications Server, you must create and associate drivers, communications profiles, and communications configurations. Following are the tasks in this group that you must perform to integrate a Web collaboration application, including Siebel eCollaboration, with Siebel Communications Server.

NOTE: You must implement a queuing mechanism to use Siebel eCollaboration. Siebel Universal Queuing is one such mechanism.

Configure the driver. Define a driver with channel type Web Collaboration and specify the DLL file with which the communications server interfaces with the Web Collaboration driver.

Configure communications profiles. Define at least one profile for the driver. A profile defines the way a driver is used for a particular purpose. If necessary, define additional profiles for the driver with parameters to override the default parameters.

Associate profiles with communications configurations. Associate profiles for Web collaboration drivers with one or more communications configurations. A communications configuration provides a framework to control one or more types of incoming, outgoing, or interactive communications. You may have one or more communications configurations for different purposes, such as to accommodate communications that use a particular kind of CTI middleware or to accommodate Web collaboration only.

Modify communications configurations if necessary. Provide commands, command data, event handlers, event responses, and event logs related to Web collaboration in configurations, if necessary.

NOTE: Your Siebel application provides seed configurations that support voice, email, and Web collaboration channels. You can modify their commands and event handlers. You should use only the seed configurations or ones derived from them.

To remove the Web Collaboration channel from the configuration, you need to remove the LoginToWebCollab and LogoutFromWebCollab commands from the configuration.