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Enabling Communications Simulation

This section describes how to enable the Communications Simulator for end users. You can simulate communications for voice and email channels.

An end user can access communications simulation using any of the Siebel clients, depending on how simulation is enabled. Users commonly access simulation in the Siebel Mobile Web Client, using the Sample Database.

For information about enabling session communications, which is a prerequisite for communications simulation, see Prerequisites for Enabling Session Communications.

For information about end-user operations using communications simulation, see Simulating a Communications Environment.

NOTE:  In order to test communications simulation, make sure that any configuration in which you are defining simulation functionality is the primary configuration for the applicable users.

Role of the Simulate Parameter

Enabling communications simulation as described in this section automatically sets the value of the Simulate driver parameter to TRUE, in the memory for each agent session, for all profiles for interactive communications drivers.

To specify communications simulation for users, administrators or agents that follow the procedures in this section do not need to explicitly set the value of the Simulate driver parameter to TRUE for communications drivers or profiles.

Simulate Parameter and Custom Drivers

If you are implementing a custom communications driver developed using the Adaptive Communications API, if you define a driver parameter Simulate to support communications simulation, enabling simulation as described in this section can also apply to this driver. Otherwise, do not define a parameter with this name.

Enabling Simulation for Siebel Mobile Web Client

End users can access communications simulation using the methods described in this section.

Enabling Using Command-Line Option

An agent can enable communications simulation in the Demo versions of the Siebel applications, which use the Siebel Mobile Web Client with the Sample Database, by including the command-line option /ctsim at the end of the command line, such as in the application shortcut. Any of the Siebel Business Applications can support this command-line option.

Enabling by Modifying Configuration File

An agent can enable communications simulation in the Demo version of the Siebel applications, which use the Siebel Mobile Web Client with the Sample Database, by setting the following parameters in the [Communication] section of the application's configuration file, such as uagent.cfg for Siebel Call Center:

CommEnable=TRUE
CommSimulate=TRUE

Enabling Simulation for Siebel Web Client

Users can access communications simulation from the Siebel Web Client by connecting the Web browser to an Applications Object Manager for which an administrator has activated simulation by setting server component parameter values. You can use this method of enabling simulation to provide a training environment for your contact-center agents.

As described in Parameters for Application Object Manager and Siebel Developer Web Client, the CommSimulate parameter activates the Communications Simulator, and the CommEnable parameter activates the communications toolbar.

For more information about setting server component parameter values, see Siebel System Administration Guide.

To enable or disable communications simulation for Siebel Web Client users

• On each Application Object Manager that is to support communications simulation for users, set the server component parameter CommSimulate (Simulate Communication) to TRUE. Alternatively, to disable simulation, set it to FALSE. To set this parameter, do one of the following:
  • Navigate to Administration - Server Configuration > Servers, specify the Siebel Server, and select Call Center Object Manager (for example) in the Components list. Set a value for the Simulate Communication parameter in the Parameters list (for this component).
  • On the command line, run Siebel Server Manager, specifying your Siebel Gateway Name Server, Siebel Enterprise Server, and Siebel Server, as appropriate. In Server Manager, enter (on one line) a command like the following, as appropriate for your Application Object Manager component:

  change parameter CommSimulate=true for component SCCObjMgr_enu

After you set the CommSimulate parameter value, the change will take effect for each subsequent user login. Optionally, you may request existing users to log out and log in again.

For more information about using Siebel Server Manager (GUI or command line), see Siebel System Administration Guide.