Driver:
AdminPassword

Yes

Enter the password of the administrator for the application.

Driver:
AdminUserName

Yes

Not applicable

Enter the user name of the administrator for the application.

Driver:
AutoProxyRefreshInterval

No

-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, then the Virtual CTI driver resets it to 60 seconds.

Driver:
BackupURL

No

Not applicable

The Oracle Contact On Demand server can fail over to another server using a backup connection. Use this parameter to specify a backup Oracle Contact On Demand server.

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

The logic of this feature is:

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

Driver:
CompanyName

Yes

Not applicable

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

Driver:
CountryCodeDelimiter

No

. (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 (.).

See also the description of the CountryCodeDelimiter configuration parameter, in Parameters for Communications Configurations.

Driver:
DefaultCountryCode

No

1

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

Driver:
EnableSOAPTrace

No

False

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

Driver:
EventRetry

No

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, then the driver stops and all agents inside are logged out automatically. The valid range of values is 1 to 1000.

Driver:
HotellingSupport

No

False

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

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

No

tw.log

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

See also the description for the Service:LogFile parameter.

Driver:
LogSOAPFile

No

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

No

-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 handles all agents using the same communications configuration.

Driver:
MaxMessageNumber

No

50

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

Driver:
MessageInterval

No

1000

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

Driver:
OnHookAtLogout

No

True

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

Driver:
ProxyLocation

No

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 use a script, then the URL might be as follows:

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

If you use a static location, then the URL would be of the form:

http://www.example.com:port

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

NOTE:  Oracle supports only ECMAScript-based PAC files.

Driver:
ProxySupport

No

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, then 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

No

600 (seconds)

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

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

Driver:
SOAPRetry

No

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

No

Not applicable

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

For example, assume:

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

Building upon 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 Oracle Contact On Demand. (The correct field name would be ANI, not ani.)

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

See also the parameter description for Driver:VoiceDescription.

Driver:
URL

Yes

Not applicable

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

Driver:
VoiceDescription

No

Not applicable

A work item description template for an incoming ACD call.

Brackets enclose field identifiers, so the parameter value might resemble this example:

[ANI]/[DNIS]/[workgroupName]

where ANI, DNIS, and workgroupName are field names.

Each field name is substituted with a value obtained at run time from Oracle Contact On Demand.

NOTE:  Field names are case-sensitive and must exactly match the data received from Oracle Contact On Demand.

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

See also the parameter description for Driver:UnknownCCAValue.

LogDebug

No

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:, then it applies to the applicable log file only.

MaxLogKB

No

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:, then it applies to the applicable log file only.

When the applicable log file is full, it is emptied completely, then logging begins again.

ReleaseLogHandle

No

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 might 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:, then it applies to the applicable log file only.

Service:
LogFile

No

tw_{@Username}.log

If a filename is specified using this parameter, then 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.