Bookshelf v7.5: Parameters for Communications Configurations

AutoLogin. Specifies whether auto-login is the global default setting for all agents in the communications configuration, or whether agents can set auto-login:

AutoLoginCmd. Specifies which communications command for logging in should be executed for each user's session, if AutoLogin is set to TRUE.

ChannelCleanupTimer. Specifies a timeout value, in seconds, that can help the Application Object Manager to clean up orphaned communications sessions, such as in the event of browser failure.

When a communications message, such as a new inbound call, is pushed from the Communications Session Manager to the Application Object Manager, if the message is not successfully pushed, then the value of this parameter is compared to the number of seconds since the last successful push message was delivered to the agent's browser. If this number is greater than the value of ChannelCleanupTimer, then the agent's communications session is considered to be orphaned. The session is terminated and the session resources on the Object Manager are freed up for other uses.

For example, if a message cannot be pushed, ChannelCleanupTimer is set to 60 (seconds), and the last successful push message occurred 180 seconds ago, then this communications session will be terminated.

NOTE: You must define the ChannelCleanupTimer parameter if you are using the Push Keep Alive driver with your communications configuration. For more information, see Using Push Keep Alive Driver for Session Connections.

CheckPopupBeforeExecute. Specifies whether a screen pop for an incoming work item should be generated for an agent if a pop-up window is pending.

A pop-up window is pending after an agent has initiated an action that displays a pop-up window (for example, when specifying a value to complete a record in an applet, when invoking the Send Email command, and so on) and before the agent has completed and closed the window. A screen pop is likely to be disruptive to an agent's workflow if it occurs during this time.

CommSessionMgr. Specifies the name of the Communications Session Manager component applicable to this communications configuration.

The value is the component alias (such as CommSessionMgr), not the component name (such as Communications Session Manager).

NOTE: This parameter should be defined only when the Communications Session Manager is running on a different machine than the Siebel Server on which the Application Object Manager is running.

You define the CommSessionMgr, EnterpriseServer, GatewayAddress, and RequestServer parameters, as needed, in order to fully identify the Communications Session Manager applicable to this communications configuration.

You must define the CommSessionMgr parameter if your Communications Session Manager component has a different name than "CommSessionMgr." Otherwise, it is optional.

ConnectString. Specifies the connect string to indicate the name of a remote instance of a server such as a CTI middleware server.

DialingFilter.RuleN. Used by the Siebel application to manipulate telephone numbers for voice calls made, transferred, or conferenced.

Specifies a set of phone-number translation rules that are invoked when the Lookup or PhoneTypeLookup keyword is specified in macro-expanded text in a communications command for the voice channel (using Siebel CTI).

The first set of numbers is searched for. If there is a match, the searched numbers are translated to the numbers after the -> symbols. For example:

This filter rule takes a ten-digit domestic phone number (for example) and translates it into four digits for dialing an internal extension.

EnterpriseServer. Specifies the name of the Siebel Enterprise Server for the Siebel Server on which the applicable Communications Session Manager is running.

NOTE: This parameter should be defined only when the Communications Session Manager is running on a different machine than the Siebel Server on which the Application Object Manager is running.

You must define the EnterpriseServer parameter if the Siebel Servers supporting Communications Session Manager and Application Object Manager components run within different Siebel Enterprise Servers. Otherwise, it is optional.

GatewayAddress. Specifies the name of the Siebel Gateway for the Siebel Server on which the applicable Communications Session Manager is running. The value is the Siebel Gateway machine name or IP address.

Include the port number if the Siebel Gateway uses a port other than the default (2320). For example, mygateway:2321.

NOTE: This parameter should be defined only when the Communications Session Manager is running on a different machine than the Siebel Server on which the Application Object Manager is running.

You must define the GatewayAddress parameter if the Siebel Servers supporting Communications Session Manager and Application Object Manager components run within Siebel Enterprise Servers that are served by different Siebel Gateways. Otherwise, it is optional.

NOTE: It is recommended that you run your Communications Session Manager and Application Object Manager components on Siebel Servers for which the Enterprise Servers (one or more) are served by the same Siebel Gateway. In this case, the GatewayAddress parameter is optional.

MaxCommToolbars. Specifies the number of instances of the Siebel application, for each agent, for which communications session capability can be enabled at one time—that is, for which the communications toolbar can be active.

If this parameter is not defined, the applicable value is 1; only one communications toolbar can be active at one time for each agent. It is generally advised to leave this parameter set to 1, so that communications events are received by one Siebel application instance only.

If an agent is running multiple Siebel application instances (for which communications would otherwise be enabled), the number of active communications toolbars cannot exceed the value of this parameter. If the maximum has been reached, and another Siebel application instance is started, the communications toolbar is not displayed in the new instance.

By using the Reset Active Session Count command, an agent can reset communications session capabilities. An agent may need to use this command, for example, following a browser hang. In such a scenario, the Communications Session Manager may internally retain an agent session that is unavailable to the agent, and would not allow any new agent session that would exceed the value of MaxCommToolbars.

After using Reset Active Session Count, the next time the agent starts a Siebel application instance, the communications toolbar will be enabled.

To access this command, an agent chooses View > Communications > Reset Active Session Count from the application-level menu, or uses the keyboard shortcut Ctrl+F8.

The Reset Active Session Count command is configured in Siebel Tools and should not be modified. The shortcut may be modified, if desired.

The command is available when the user is defined as an agent within a valid configuration and the Enable Communication parameter is TRUE for the agent's application.

MultiTenancy. Specifies whether or not organization-visibility rules should be applied:

If MultiTenancy is set to FALSE (the default), then organization-visibility rules will not be applied. Use this setting if your Siebel implementation does not use the multitenancy (multiple organization) feature.

If the parameter is set to TRUE, then organization-visibility rules apply. Use this setting if your Siebel implementation uses multitenancy.

PreferenceLoginCmd. Specifies which communications command should be executed when the agent clicks the Login button in the Agent Queues list, located in the Communications view in the User Preferences screen.

PreferenceLogoutCmd. Specifies which communications command should be executed when the agent clicks the Logout button in the Agent Queues list, located in the Communications view in the User Preferences screen.

RequestServer. Specifies the name of the Siebel Server on which the applicable Communications Session Manager is running.

NOTE: This parameter should be defined only when the Communications Session Manager is running on a different machine than the Siebel Server on which the Application Object Manager is running.

RestoreScreenOnWorkResumed. Specifies whether or not the screen state should be restored when a suspended work item of any channel is resumed.

UpdateChannelStatusTable. Channel status data is logged for display in the All Channel Items view only if the UpdateChannelStatusTable configuration parameter is set to TRUE.

In a large call center, setting this parameter to TRUE may have performance implications: the Siebel database is updated as communications activity occurs, and the database is queried each time a manager or administrator displays or refreshes the All Channel Items view.

UQConfigurationName. Specifies the name of the Siebel Universal Queuing configuration to use for agents specified for this communications configuration.

The Siebel Universal Queuing configuration is defined in the UQ Administration screen.

For more information about configurations for Siebel Universal Queuing, refer to Siebel Universal Queuing Administration Guide.