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Session Communications Server Components

Session communications refers to using Siebel 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.

Siebel Communications Server provides an application environment to support several kinds of communications activities for Siebel application users, including session communications (such as voice calls).

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.
• Application Object Manager (AOM). 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 AOM.
• Server Request Broker (SRBroker). This server component handles communications between the AOM 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 AOM to CommSessionMgr by way of SRBroker.

  SRBroker is used whether CommSessionMgr runs on the same machine as the AOM, or on a different machine.

Additional Siebel Server Components

You may also be using the following Siebel Server components to manage session communications:

• Communications Configuration Manager (CommConfigMgr). Optionally, you may use this server component to cache communications configuration data.