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Types of Communications Configuration Data

Figure 2 shows key kinds of configuration data that you work with in the Administration - Communications screen. This data enables you to specify communications functionality within the Siebel Business Applications.

One-to-one, one-to-many, and many-to-many relationships between elements are represented by the connector lines.

Figure 2. Overview of Communications Configuration Elements
Click for full size image

Table 3 identifies communications elements that are frequently created in the process of configuring Siebel Communications Server, indicating where the element is created, configured, or specified. Unless otherwise noted, the application views identified are in the Administration - Communications screen. Views in other screens are also mentioned, where applicable.

Table 3 is not comprehensive but attempts to show major elements in relation to other elements. Also see Figure 2.

Table 3. Communications Configuration Elements
Configuration Element
How Related
Where Created / Configured

Communications configuration

Set of related data for communications, used for agents working with channels such as voice or email.

Includes parameters.

Parent of event handler, event response, event log, command, and command data.

Associated with profile and agent.

All Configurations

UQ configuration

Set of related data applicable to Siebel Universal Queuing.

For details, see Siebel Universal Queuing Administration Guide.

Associated with communications configuration by using configuration parameter UQConfigurationName.

All Configurations (Administration - Communications screen)

Configurations (Administration - UQ screen)

Communications driver

(Drivers are database records that reference files such as library files.)

Usually a library file that Communications Server uses to interface to a communications system, such as voice, or email.

Includes parameters.

Parent of profile.

Communications Drivers and Profiles


Provides access to communications driver for specific contexts.

Includes overrides for driver parameter.

Child of communications driver.

Associated with configuration, event handler, and command.

Also associated with response group, communications template, and outbound communication request.

Administrators (Administration - Communications screen):

  • Communications Drivers and Profiles

End users (Communications screen):

  • My Profiles


Contact center agent, manager, or other user in communications configuration.

Can use multiple communications channels.

Derived from employee.

Associated with configuration, teleset (for voice agents), and ACD queue (for voice agents).

All Configurations

Agent General Profile

All Telesets

ACD queue
(agent queue)

A queue on the ACD that agents can log in to. Agents can also log in to multiple queues.

Agents can log in to queues automatically, from the communications toolbar, or from the User Preferences screen.

Associated with agent (for voice agents).


  • List of Values (Administration - Data screen)
  • Agent General Profile (Administration - Communications screen)

End users (User Preferences screen):

  • Communications


Physical phone device such as used in a call center.

Optionally, can specify host name for hoteling.

Parent of extension.

Associated with agent (for voice agents).

All Telesets


Extension for teleset.

Child of teleset.

All Telesets

Event handler

Means of evaluating information received from communications driver.

Includes parameters.

Child of configuration.

Associated with profile and event response.

All Configurations

All Event Handlers

Event response

Defines response invoked by event handler.

Includes parameters.

Child of configuration.

Associated with event handler and event log.

All Event Responses

Event log

Specifies logging behavior for event response.

Includes parameters.

Child of configuration.

Associated with event response.

All Event Logs


Means of performing a communications action. Commands are typically sent to communications driver.

A command can be specified as a subcommand of another command.

Includes parameters.

Child of configuration.

Associated with profile and command data.

All Configurations

All Commands

Command data

Provides data applicable to command.

Includes parameters.

Child of configuration.

Associated with command.

All Command Data

Response group

Defines how inbound communications such as email, or routed voice calls are processed.

Invokes a workflow process that evaluates and processes inbound communications.

Routing inbound email or voice calls requires Siebel Universal Queuing or another routing solution.

Associated with profile.

All Response Groups

Communications template

Provides content or structure for outbound message using email, fax, or page channels.

Allows Siebel field data substitution. Can contain text or contain multiple template items.

Template items can specify text directly or reference files or literature items.

Associated with profile and outbound communication request.

Also specified for Send Email, Send Fax, and Send Page commands, and for Siebel Email Response replies.

Administrators (Administration - Communications screen):

  • All Templates

End users (Communications screen):

  • My Templates

Outbound communication request

(This is an operational element rather than a configuration element.)

A request to send content from communications templates (optionally with field substitution) to recipients associated with business object instances —such as to contacts associated with an account.

Requests are sent using email, fax, or page.

Requests can be created and submitted directly or programmatically using workflow processes.

Associated with communications template.

Administrators (Administration - Communications screen):

  • All Outbound Requests
  • Outbound Request Overview

End users (Communications screen):

  • My Outbound Requests
  • My Outbound Request Overview

NOTE:  If Siebel Universal Queuing is deployed, employees and employee skills must be specified in configurations defined in the Administration - UQ screen in order for agents to receive inbound work items for channels routed by Siebel Universal Queuing. For more information, see Siebel Universal Queuing Administration Guide.

Siebel Communications Server Administration Guide