Driver:
AdminPassword

Y

Enter the password of the administrator for the application.

Driver:
AdminUserName

Y

Not applicable

Enter the user name of the administrator for the application.

Driver:
AutoProxyRefreshInterval

N

-1

Specify the interval in seconds before the Virtual CTI driver requests a refreshed list of proxy servers. You set a value for this parameter if Driver:ProxySupport is set to Auto or Script.

The default value is -1. When set to this value, the Virtual CTI driver retrieves the list of proxy servers once for each driver session.

The minimum value that you can specify as an interval is 60 seconds. If you specify a value less than 60 seconds, the Virtual CTI driver resets it to 60 seconds.

Driver:
BackupURL

N

Not applicable

The Contact Center Anywhere server can fail over to another server using a backup connection. Use this parameter to specify a backup Contact Center Anywhere server.

If the primary server (configured using Driver:URL) goes down, the Virtual CTI driver will switch connections to the backup server.

The logic of this feature is:

• For a new agent login, try the primary server first. If it fails, switch to the backup server.
• For an agent already logged in, if the working server (primary or backup) fails, switch to the other one.
• If a connection cannot be made to either the primary or the backup server, the driver will not try to reconnect and will go into a disabled state.

Driver:
CompanyName

Y

Not applicable

Enter the name of the company that has licensed the application.

Driver:
CountryCodeDelimiter

. (period)

Specify the delimiter to use between a country code and local area code if an agent enters a phone number in the communications toolbar. The default delimiter is a period (.).

Driver:
DefaultCountryCode

N

1

Specify the default country code if it is not specified by the agent.

Driver:
EnableSOAPTrace

N

FALSE

Set this parameter to TRUE to enable logging for communication using the SOAP protocol. If set to TRUE, the driver writes entries to the log file specified by Driver:LogSOAPFile.

Driver:
EventRetry

N

50

The number of attempts that the driver makes when getting event failed messages after each SOAP request. The total number of attempts for processing such SOAP requests is: SOAPRetry*EventRetry.

If the request still fails after this number of attempts, the driver stops and all agents inside are logged out automatically. The valid range of values is 1 to 1000.

Driver:
HotellingSupport

N

FALSE

Specify whether to enable or disable the hoteling feature. Set this parameter to TRUE to enable hoteling.

NOTE:  Support for this parameter requires version 8.1.1.1 or later of Siebel Business Applications.

In order to use hoteling, also define command data for a login command (for example, LoginToPBX) using at least one of the following macros:

• @ClientHostName
• @ClientIP

For more information about using macros, see Macros for Parameter Values.

Driver:
LogFile

N

tw.log

Specifies the file name of the log file for the driver.

See also the description for the Service:LogFile parameter.

Driver:
LogSOAPFile

N

twsoap.log

Specifies the file name of the SOAP log file for the driver. The Driver:EnableSOAPTrace parameter must be set to TRUE before the driver writes to this log file.

Driver:
MaxAgentNumber

N

-1

Specifies the maximum number of agents that the driver instance can handle. When any additional agents log in (using the same communications configuration), a new instance of the driver is created.

For any value less than 1 (including the default value of -1), one driver instance will handle all agents using the same communications configuration.

Driver:
MaxMessageNumber

N

50

Specifies the maximum number of messages that the driver retrieves with each call.

Driver:
MessageInterval

N

1000

Specify the interval in milliseconds between each request by the driver to retrieve messages.

Driver:
OnHookAtLogout

N

TRUE

If TRUE, set the teleset used by the agent to available once the agent logs out of the application.

Driver:
ProxyLocation

N

Not applicable

You must specify a value for this parameter if you set the value of the Driver:ProxySupport parameter to Script or Static. Otherwise, no parameter value is required.

Specify a valid URL in a Unicode string format that points to the location of your network's proxy auto-configuration (PAC) file.

For example, if you are using a script, the URL may be as follows:

http://wpad.yourcompany.com/wpad.dat or http://www.yourcompany.com/wpad.js

If you are using a static location, the URL would be of the form:

http://www.yourcompany.com:port.

Contact your network administrator to obtain the location of the PAC file.

NOTE:  Oracle supports only ECMAScript-based PAC files.

Driver:
ProxySupport

N

Disabled

Set a value for this parameter to specify the driver's support for proxy servers. Values can be one of these:

• Disabled (default value) - The driver does not support proxy servers.
• Auto - The driver retrieves a list of proxy servers by executing a PAC file. It executes the file by issuing a dynamic host configuration protocol (DHCP) request or by searching for a DNS address in the network.
• Script - The driver retrieves a list of proxy servers by executing a PAC file. You specify the location of the file by entering a value for the Driver:ProxyLocation parameter. For the file location, contact your network administrator.
• Static - The driver uses the proxy server that you specify.

When you set Driver:ProxySupport to Auto or Script, the driver uses the first proxy server in the retrieved list.

If this proxy server fails to respond, the driver does not try to use the next working proxy server in the list. Instead, the driver retrieves the list again after the interval specified by the Driver:AutoProxyRefreshInterval parameter expires. This process repeats until a valid proxy server is retrieved or the maximum SOAP requests specified by the parameter Driver:SOAPRetry is reached.

Driver:
RefreshCCALibraries
Interval

N

600 (seconds)

Specify the interval in seconds before the Virtual CTI driver refreshes the library data in the driver cache.

NOTE:  This parameter replaces Driver:RefreshUserExtensionInterval. Support for the new parameter requires version 8.1.1.1 or later of Siebel Business Applications.

To use this parameter, set a value to 60 or more. (If a value less than 60 is specified, the effective value will be 60.)

Driver:
SOAPRetry

N

3

Enter the maximum number of times to attempt a SOAP request before failing with an error code. The valid range of values is 1 to 20.

Driver:
UnknownCCAValue

N

Not applicable

Specifies a default value to display for when a nonexistent field is specified for the parameter Driver:VoiceDescription.

For example, assume:

Driver:VoiceDescription = [ani]/[DNIS]/[workgroupName]
Driver:UnknownCCAValue = ??

Following the example for Driver:VoiceDescription, when an agent gets the incoming ACD call, the message displayed on the communications toolbar would be Voice call from ??/4321/VoiceCallGroup.

The string ?? is displayed because ani is not a valid field name that would be received from Contact Center Anywhere.

This parameter applies only for a nonexistent field. It will not substitute the empty value of an existent field.

See also the parameter description for Driver:VoiceDescription.

Driver:
URL

Y

Not applicable

Enter the URL of the application with which you are integrating. Specify the URL of Contact Center Anywhere's Web service here to enable the driver to connect to it.

Driver:
VoiceDescription

N

Not applicable

A work item description template for an incoming ACD call.

Square brackets enclose field identifiers, so the parameter value may resemble this example:

[ANI]/[DNIS]/[workgroupName][priority]

where ANI, DNIS, and workgroupName are field names.

Each field name is substituted with a value obtained at runtime from Contact Center Anywhere.

NOTE:  Field names are case-sensitive and must exactly match the data received from Contact Center Anywhere.

For example, assume an incoming call where ANI = 1234, DNIS = 4321, and workgroupName = VoiceCallGroup, and where Driver:VoiceDescription = [ANI]/[DNIS]/[workgroupName]. The communications toolbar displays Voice call from 1234/4321/ VoiceCallGroup.

See also the parameter description for Driver:UnknownCCAValue.

LogDebug

N

TRUE

When set to TRUE, the driver writes to the log file specified by the Driver:LogFile parameter, the Service:ServiceLogFile parameter, or both.

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

MaxLogKB

N

90240

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

N

TRUE

Indicates that the log file handle for each agent is 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:LogFile and using Service:LogFile.

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

Service:
LogFile

N

tw_{@Username}.log

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

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

See also the description for the Driver:LogFile parameter.