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Parameters for Communications Configurations

This topic describes the configuration parameters for communications configurations and displays applicable default values.

This topic is part of Creating or Modifying a Communications Configuration.

The following are the parameters for communications configurations:

• AutoLoadDriver. Specifies the loading behavior of the CTI driver:
  • If AutoLoadDriver is set to True, then the CTI driver is loaded automatically when the user logs in to the Siebel application. If the parameter is not defined, then the default setting is True.
  • You must set AutoLoadDriver to False for an agent to be able to use hoteling if all of the following are true:
    • The agent is using a Siebel application for which Siebel Open UI is enabled.
    • The browser has proxy connections enabled.
    • The agent is logged in to a hoteling computer, that is, a computer whose host name is associated with a teleset located at the same station.

      In this case, after starting the Siebel application, the agent is prompted to enter the local computer's host name in the communications toolbar and then clicks Set Up Hoteling. As a result, the CTI driver is loaded and the agent can then log in to the CTI system or is logged in automatically if automatic login is in effect.

      NOTE:  It is strongly recommended that, for the communications configuration in which you set AutoLoadDriver to False, you associate only the agents for which the preceding conditions apply. Otherwise, other agents are prompted to specify the computer host name unnecessarily.

      The ability to set AutoLoadDriver to False is available only for deployments using Siebel Open UI. For more information about hoteling, see Configuring Telesets for Hoteling. For more information about using Siebel Open UI, see Siebel Fundamentals for Siebel Open UI.

• AutoLogin. Specifies whether automatic login is the global default setting for all agents in the communications configuration, or whether agents can set automatic login:
  • If AutoLogin is set to True, then automatic login is in effect for all agents.
  • If AutoLogin is set to False, then automatic login is disabled for all agents. If the parameter is not defined, then the default setting is False.
  • If AutoLogin is set to UserPreference, then whether automatic login is in effect is determined by the automatic login setting (Auto Login to Call Center at Startup) in the agent's User Preferences screen (Communications options).

    If AutoLogin is either True or False, then agents cannot set the preference Auto Login to Call Center at Startup. For more information, see Preference Settings for Communications and Configuring Communications Login and Logout.

• AutoLoginCmd. Specifies which communications command for logging in automatically is executed for each user's session, if AutoLogin is set to True. For more information, see Preference Settings for Communications and Configuring Communications Login and Logout.
• AutoLogout. Specifies whether automatic logout is the global default setting for all agents in the communications configuration, or whether agents can set automatic logout:
  • If AutoLogout is set to True, then automatic logout is in effect for all agents.
  • If AutoLogout is set to False, then automatic logout is disabled for all agents. If the parameter is not defined, then the default setting is False.

    For more information, see Configuring Communications Login and Logout.

• AutoLogoutCmd. Specifies which communications command for logging out automatically is executed for each user's session, if AutoLogout is set to True. For more information, see Configuring Communications Login and Logout.
• BackupCommSessionMgr. Specifies the name of the backup Communications Session Manager component. The backup component might be running on one or more Siebel Servers. The backup Communications Session Manager component can be accessed without agent interruption, in case the primary Communications Session Manager fails and does not restart.

  Backup functionality for the Communications Session Manager component exists without your configuring any of the related parameters: BackupCommSessionMgr, BackupEnterpriseServer, BackupGatewayAddress, and BackupRequestServer.

  In order to route requests to one or more backup servers for Communications Session Manager, then you can configure these parameters, as needed, to support backup functionality required for different deployment scenarios.

  You must define the BackupCommSessionMgr parameter if the backup Communications Session Manager component has a different name than CommSessionMgr. Otherwise, it is optional. The value is the component alias (such as CommSessionMgr), not the component name (such as Communications Session Manager).

  For more information about how requests are processed, see 477818.1 (Article ID) on My Oracle Support. This document was formerly published as Siebel Technical Note 570.

  NOTE:  It is recommended that you run the backup Communications Session Manager and the Application Object Manager on Siebel Servers for which the Enterprise Servers (one or more) are served by the same Siebel Gateway Name Server. In this case, the BackupEnterpriseServer and BackupGatewayAddress parameters are optional. As noted, the BackupCommSessionMgr parameter is also optional, if the default component alias (CommSessionMgr) is used.

• BackupEnterpriseServer. Specifies the name of the Siebel Enterprise for your backup Communications Session Manager components.

  You must define this parameter if the Siebel Servers supporting the backup Communications Session Manager and the Application Object Manager run within different Siebel Enterprise Servers. Otherwise, it is optional. For more information, see the description of the BackupCommSessionMgr parameter.

• BackupGatewayAddress. Specifies the name of the Siebel Gateway Name Server applicable to your backup Communications Session Manager components. The value is the Name Server computer name or IP address.

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

  You must define this parameter if the Siebel Servers with the backup Communications Session Manager and the Siebel Server with the Application Object Manager run within Siebel Enterprise Servers that are served by different Siebel Gateway Name Servers. Otherwise, it is optional. For more information, see the description of the BackupCommSessionMgr parameter.

• BackupRequestServer. Specifies the name of a specific Siebel Server on which the backup Communications Session Manager is running.

  By default, backup requests are routed in round-robin fashion to all Siebel Servers on which you are running the Communications Session Manager component. However, if not all of these components use the same communications driver applicable to the current communications configuration, then you can use this parameter to specify a particular server that you know uses the right driver to handle the requests. For more information, see the description of the BackupCommSessionMgr parameter.

• BringSiebeltoFrontBrowserTitle. Specifies text to appear in the title bar of the browser window, where the user preference Bring Siebel to Front for a user is set to either On All Incoming Work Items or On Matching Events. If you specify the value Incoming Interaction, for example, then this text appears in the user's browser when a new work item arrives.

  The purpose of the parameter is to help the user to notice the new incoming interaction. This parameter is available only for deployments using Siebel Open UI. For more information about Bring Siebel to Front, see Preference Settings for Communications. For more information about Siebel Open UI, see Configuring Siebel Open UI.

• CallFromUICommand. Specifies the command that is used to make a call to the phone number that a CTI-enabled agent clicks.

  For a phone number field in a list applet, when the agent clicks the hyperlink, a pop-up window appears, in which the agent can click a Call button to make the call to this number. For a phone number field in a form applet, the agent can click an adjacent phone button to make the call.

  This parameter has an effect only if you create command and command data definitions similar to the following examples and then also set this parameter with the value MakeCallToUIPhone (the name of the command that you defined). No call is made if the agent has another current call. If the parameter value is not defined, then no call is made if the agent clicks a phone number.

  [Command: MakeCallToUIPhone]
  DeviceCommand = "MakeCall"
  Hidden = "True"
  CmdData = "MakeCallToUIPhone"

  [CmdData: MakeCallToUIPhone]
  AttachContext = "True"
  Param.CallNotifyText = "Call from {@UserName}..."
  Param.PhoneNumber = "{@UIPhone:Lookup}"

  For more information about macros such as @UIPhone, see Macros for Parameter Values.

  This parameter is available only for deployments using Siebel Open UI. For more information about Siebel Open UI, see Configuring Siebel Open UI. The pop-up window that appears in a list applet and the ability to make a call from a form applet require Siebel Open UI.

• 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 a browser failure.

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

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

  NOTE:  It is recommended to define the ChannelCleanupTimer parameter if you use the Push Keep Alive driver with your communications configuration. For more information, see Using the Push Keep Alive Driver for Session Connections.

• CheckPopupBeforeExecute. Specifies whether a screen pop is generated only after an agent has closed a pending pop-up window.

  A pop-up window is pending after an agent has initiated an action that displays a pop-up window 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:

  • If CheckPopupBeforeExecute is set to True, then a screen pop is not generated for an agent if a pop-up window is pending. This parameter is True by default.
  • If it is False, then a screen pop might be generated regardless of any pending pop-up.
• CommSessionMgr. Specifies the name of the Communications Session Manager component applicable to this communications configuration.

  Define this parameter when the Communications Session Manager is running on a different computer than the Siebel Server on which the Application Object Manager is running.

  You must define this parameter if your Communications Session Manager component has a different name than CommSessionMgr. Otherwise, it is optional. The value is the component alias (such as CommSessionMgr), not the component name (such as Communications Session Manager).

  You define the CommSessionMgr, RequestServer, EnterpriseServer, and GatewayAddress parameters, as needed. These parameters fully identify the Communications Session Manager applicable to this communications configuration. The RequestServer parameter is always required in order to run Communications Session Manager on a designated computer.

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

  NOTE:  If Siebel Server load balancing is enabled, then you generally run Communications Session Manager on all of the load-balanced computers (where Application Object Manager is running). If Communications Session Manager is disabled on any of these computers, then you must run it on another computer and specify its location using the parameters described here.

  If you are also running a backup Communications Session Manager, then see also the descriptions for the BackupCommConfigMgr parameter and related parameters. For more information, see Administering Communications Session Manager.

• ConnectString. Specifies the connect string to indicate the name of a remote instance of a server such as a CTI middleware server. For more information, see Configuring Remote Transfers and Conferences.
• CountryCodeDelimiter. Specify the delimiter to use between a country code and a local area code if an agent makes a call from selected text representing a phone number, such as in the text input field in the communications toolbar. No default delimiter value is defined.

  NOTE:  The Virtual CTI driver has a driver parameter named Driver:CountryCodeDelimiter, which has the default value of a period (.). A similar parameter might be defined for a custom driver. Use the same value for the CountryCodeDelimiter configuration parameter as you do for a corresponding driver parameter. For more information, see Virtual CTI Driver Parameters.

• DialingFilter.RuleN. Used by the Siebel application to manipulate telephone numbers for voice calls made, transferred, or made in a conference call.

  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, then the searched numbers are translated to the numbers after the -> symbols. For example:

  DialingFilter.Rule001 = "650506->"

  This filter rule takes a ten-digit domestic phone number (for example) and translates it into four digits for dialing an internal extension. For more information, see Working with Dialing Filters and Using Macro Expansion for Character Fields.

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

  You must define this parameter if the Siebel Servers supporting Communications Session Manager and Application Object Manager components run within different Siebel Enterprise Servers. Otherwise, it is optional. For more information, see the description of the CommSessionMgr parameter.

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

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

  You must define this 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 Gateway Name Servers. Otherwise, it is optional. For more information, see the description of the CommSessionMgr parameter.

• ImplicitSave. When set to True, specifies that when an agent has created or modified a record but not yet saved, clicking on the communications toolbar performs an implicit save. When it is set to False (the default), the new or changed record is not saved. (It can be saved or rolled back later.)
• 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, then 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), then 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, then 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. If the browser stops responding, for example, then the Communications Session Manager might internally retain an agent session that has become unavailable to the agent and might disallow any new agent session that would exceed the value of MaxCommToolbars. The agent can restart the Siebel application and choose Reset Active Session Count, then restart the application again, after which the communications toolbar would be enabled.

  To access this command, an agent chooses Tools, then Communications, then 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 must not be modified. Optionally, you can modify this shortcut.

  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.

• MessageDisplayInterval. Specifies a global default setting for the message display interval for all agents in the communications configuration, or enables agents to set this value themselves. The message display interval is the length of time, in seconds, that a message displays in the status bar above the communications toolbar. An example message might be Call from 6505060000. For more information, see Preference Settings for Communications. Some example settings for MessageDisplayInterval are as follows:
  • If MessageDisplayInterval is set to UserPreference, then the message display interval is determined by the Message Display Interval setting in the agent's User Preferences screen (Communications options).
  • If MessageDisplayInterval is set to a positive integer value, then this value is in effect for all agents. Agents cannot set the preference Message Display Interval.
  • If MessageDisplayInterval is not set or is set to any other value, then the default message interval of 7 seconds is in effect.
• MultiTenancy. Specifies whether or not organization-visibility rules are applied:
  • If MultiTenancy is set to False (the default), then organization-visibility rules are not 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.

    For more information, see Configuring Multitenancy.

• PreferenceLoginCmd. Specifies which communications command is executed when the agent clicks the Login button in the Agent Queues list, located in the Communications options of the User Preferences screen.

  The default value is PreferenceLoginCmd. For more information, see Preference Settings for Communications and Configuring Communications Login and Logout.

• PreferenceLogoutCmd. Specifies which communications command is executed when the agent clicks the Logout button in the Agent Queues list, located in the Communications options of the User Preferences screen.

  The default value is PreferenceLogoutCmd. For more information, see Preference Settings for Communications and Configuring Communications Login and Logout.

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

  You must define this parameter when the Communications Session Manager is running on a different computer than the Siebel Server on which the Application Object Manager is running.

  For more information, see the description of the CommSessionMgr parameter.

• RestoreScreenOnWorkResumed. Specifies whether or not the screen state is restored when a suspended work item of any channel is resumed:
  • If this parameter is set to True, then the screen state is restored when a work item of any channel is resumed. This parameter is True by default.
  • If this parameter is set to False, then the screen state is not restored when a work item of any channel is resumed.
• RetryBeforeStopPush. Specifies the number of times that the communications toolbar for a Siebel client retries a request to reconnect with the Siebel Web Server Extension (SWSE) after the client receives an invalid request response (that is, a response to an invalid request) from the SWSE. The default value is 0 (zero): no reconnection requests are sent after an invalid request response is received.

  In some cases, the communications toolbar might continue to send many invalid requests to the SWSE, even after the communications session has been disconnected. However, you can identify invalid request responses by using the StopPushString parameter to specify a string that is part of an invalid request response. When such responses can be identified, then the setting of the RetryBeforeStopPush parameter lets you control whether the communications toolbar continues to send the invalid requests, or how many times it will send them.

  For more information, see the description of the StopPushString parameter.

• StopPushString. Specifies a string that identifies an invalid request response (that is, a response to an invalid request sent by the communications toolbar for a Siebel client). The StopPushString parameter value is empty by default; in this case, a request response received is considered invalid if it does not contain the following string:

  <command name="ClientIP" value="

  For more information, see the description of the RetryBeforeStopPush parameter.

• UpdateChannelStatusTable. Channel status data is logged for display in the All Channel Items view only if the UpdateChannelStatusTable configuration parameter is set to True. By default, this parameter is set to True.

  In a large call center, setting this parameter to True might 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. For more information, see Viewing Communications Status Data.