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Session Communications Infrastructure

Session communications refers to using Communications Server components to enable contact center agents or other users to handle interactive communications work items. For example, Siebel CTI supports this capability, enabling agents to handle voice calls using the communications toolbar.

It is important to understand the infrastructure that supports session communications in order to prevent or address performance issues in this area.

Session communications performance is addressed in this topic and in:

• Performance Factors for Session Communications
• Topology Considerations for Session Communications
• Guidelines for Session Communications Tuning

Key Siebel Server Components

Session communications are supported in the Siebel Server environment primarily by the following components:

• Communications Session Manager (CommSessionMgr). This server component manages interactive communications work items such as voice calls.
• Siebel Application Object Manager. This server component manages application sessions for end users who use the Siebel Web Client, including users who handle communications work items (agents). Interactive communication requests from agents typically go through Siebel Application Object Manager. For more information about Siebel Application Object Manager, see Tuning Siebel Application Object Manager.
• Server Request Broker (SRBroker). This server component handles communications between the Siebel Application Object Manager and certain other Siebel Server components, including CommSessionMgr.

  For example, when a Siebel CTI agent makes a call through the communications toolbar, the request goes from Siebel Application Object Manager to CommSessionMgr by way of SRBroker.

  SRBroker is used whether CommSessionMgr runs on the same computer as the Siebel Application Object Manager, or on a different computer. For more information about such scenarios, see Topology Considerations for Session Communications. For more information about SRBroker, see Tuning Server Request Broker (SRBroker).

Other Siebel Server Components

You might also be using the following components in your Siebel Server environment and communications infrastructure:

• Communications Configuration Manager (CommConfigMgr). Optionally used to cache communications configuration data.
• Communications Inbound Receiver (CommInboundRcvr). For details, see Siebel Email Response Infrastructure.
• Communications Inbound Processor (CommInboundProcessor). For details, see Siebel Email Response Infrastructure.
• Communications Outbound Manager (CommOutboundMgr). Sends outbound email or other types of messages.

Third-Party Product Modules

You might be using third-party product modules such as CTI middleware, driver, and configuration; routing products; predictive dialers; interactive voice response modules; email servers; fax servers; and so on. For information about supported email servers, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.

NOTE:  To use Siebel CTI, you must obtain a CTI middleware package and work with your vendor to integrate this module. Oracle Contact Center Anywhere can be used for this purpose. For more information, see the Virtual CTI content in Siebel CTI Administration Guide.