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Siebel CTI Connect Driver Parameters

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Table 64 lists the supported driver parameters specific to the communications driver (Dialogic CTI) for Siebel CTI Connect, for Intel NetMerge CTI middleware. This table indicates required parameters and displays applicable default values.

You view and modify these driver parameters in the Communications Drivers and Profiles view, which is one of the views in the Communications Administration screen. The channel type for this driver is Voice.

Each parameter may be prefaced with a keyword indicating how it will be used internally:

Parameters prefaced with "Driver:" are sent to the driver handle when the driver is being initialized. These parameters are sent to the CreateISCDriverInstance method.
Parameters prefaced with "Service:" are sent to the driver handle when it requests a service (creates the service handle). These parameters are sent to the RequestService method.
Parameters without a prefacing keyword are sent to both CreateISCDriverInstance and RequestService.

For more information about the driver handle methods, see Developing a Communications Driver.

Table 64.  Siebel CTI Connect Driver Parameters

Parameter Name	Required	Default Value	Description
Driver: CIMServer	Yes	CHANGE_ME	Host name of the machine on which the CIM Server is running.
Driver: CIMTimeDelay	No	100	Specifies the time, in milliseconds, after which call data is fetched from the CIM Server. Increase this value if you notice call data is missing, such as when a call is transferred.
Driver: CTCServer	Yes	CHANGE_ME	Host name of the machine on which the CT Connect Server is running.
Driver: DriverLogFile	No	ctc.log	If a filename is specified using this parameter, Siebel Communications Server will write detailed information about activity for the active call into a log file. Data for Siebel Communications Server and Intel NetMerge activity is logged, including device events and event data fields. Log files are created by default in the log subdirectory of the Siebel Server or Siebel Dedicated Web Client installation directory, depending on the client type and on your communications deployment. A complete path can be specified along with the filename in order to write the file to a nondefault location. Optionally, if you want to use a single log file in a multichannel environment, you can specify the same log file name for all interactive drivers you are using. For debugging purposes, the parameter Driver:LogDebug can be set to TRUE, to cause debug messages to be included in the file. Also, the Communications Server log file can be compared with the log file for Intel NetMerge. In each log file, log records referring to the same call would contain the same value for the refId event data field. See also the description for the parameter Service:ServiceLogFile.
Driver: LogicalID	Yes	CHANGE_ME	Logical ID of the link for the switch as configured in the CT Connect Server. Example: CTCLINK.
Driver: MaxServices	No	25	Specifies the maximum number of service objects that the driver handle (ISC_DRIVER_HANDLE) can service. If the specified limit is reached, another instance of the driver handle is created. For more information about the driver handle, see Developing a Communications Driver.
Driver: NetCallPort	No	9400	For any users running the Communications Simulator, this parameter specifies a number representing a simulated port number, so that users can simulate an "inside call" to another teleset.
Driver: NetworkType	Yes	ncacn_ip_tcp	Network communications protocol as configured in the CT Connect Server. Possible values include: ncacn_nb_nb - NetBIOS over NetBEUI ncacn_ip_tcp - TCP/IP ncacn_dnet_nsp - DECnet ncacn_nb_tcp - NetBIOS over TCP/IP ncacn_np - Named Pipes ncacn_spx - Novell SPX
Driver: Simulate	No	FALSE	TRUE or FALSE When this parameter is set to TRUE, this driver supports the Communications Simulator. This parameter need not be explicitly set in order to use the Communications Simulator. For more information, see Enabling Session Communications and Simulation and Simulating a Communications Environment.
Driver: SwitchType	Yes	CHANGE_ME	The type of switch for your call center. Values include: 0 - Avaya (Lucent) Definity G3 2 - Nortel Meridian 3 - Siemens Hicom 300E U.S., Siemens Hicom 300E International For information about the switches supported with Siebel CTI Connect, refer to Siebel System Requirements and Supported Platforms for your Siebel applications.
Service: ACCDNList	No	{@ACDDNList}	Uses the macro @ACDDNList to obtain a list of ACD DNs (extensions of type A) associated with the current agent.
Service: AutoLogout	No	FALSE	Determines whether to automatically log the agent out of the ACD queue when the communications session has ended. If FALSE, the agent is not automatically logged out of the ACD queue when the agent logs out of the Siebel session. If TRUE, the agent is automatically logged out of the ACD queue when the agent logs out of the Siebel session. This setting applies whether the agent specifically exited the Siebel application or the browser, or if the agent's application session times out.
Service: DNList	Yes	{@DNList}	Uses the macro @DNList to obtain a list of DNs (standard extensions of type "S") associated with the current agent.
Service: HandleRouteRequest	No	FALSE	TRUE or FALSE Should be set to TRUE if you are using Route DNs for routing calls. For regular DNs, should be set to FALSE.
Service: HasKeyName	No	TRUE	TRUE or FALSE Settings that, when set to TRUE, specify whether the connected switch provides programmatic support for the indicated functionality. You can also disable a feature that is supported by the switch but that you do not want your agents to use. If the value is FALSE, the associated feature is disabled. For a disabled feature, an administrator can remove the associated toolbar button from the repository using Siebel Tools. The following capabilities can be enabled or disabled: HasAgentBusy - Set agent state to Busy/Not Busy HasAnswer - Answer the incoming call HasDisconnect - Disconnect the call HasForward - Set call forwarding HasHold - Put the call on hold For a list of the particular features your switch supports, refer to Intel NetMerge documentation.
Service: IsQueueRequired	No	FALSE	TRUE or FALSE Specifies whether an ACD queue must be specified in order for an agent to log into a call center. Set to FALSE for an Avaya (Lucent) Definity G3 switch or for other switches that support Expert Agent Selection (EAS). Set to TRUE for all other switches. When this parameter is set to TRUE, the ACD queue number will be provided with the login command.
Service: IsSiemens	No	FALSE	TRUE or FALSE When set to TRUE, specifies that you are using a Siemens switch, which requires special handling. If you are using the Siemens Hicom 300E switch, set this parameter to TRUE.
Service: SelectDN	No	CHANGE_ME	Specifies a DN to be used to issue commands such as MakeCall, and so on. Otherwise, the first DN in the list specified with the parameter Service:DNList is used.
Service: ServiceLogFile	No	ctc_{@Username}.log	If a filename is specified using this parameter, Siebel Communications Server will write detailed information about activity for the active call, for each agent's session, into a log file. Data for Siebel Communications Server and Intel NetMerge activity is logged, including device events and event data fields. Log files are created by default in the log subdirectory of the Siebel Server or Siebel Dedicated Web Client installation directory, depending on the client type and on your communications deployment. For information about the @Username macro, see Macros for Parameter Values. For more information, see the description for the parameter Driver:DriverLogFile.
Service: Use1StepTransfer	No	FALSE	TRUE or FALSE Set to TRUE to specify that the switch you are using supports the OneStepTransfer function. The TransferMute driver command maps to this function. Set to FALSE when OneStepTransfer is not supported. The Blind Transfer toolbar button is disabled. Set this parameter to FALSE for an Avaya (Lucent) Definity G3 switch or for other switches that do not support OneStepTransfer. The TransferMute command is used by the Blind Transfer toolbar button.
LogDebug	No	FALSE	TRUE or FALSE If TRUE, data output to the log file is more detailed. 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:, it will apply to the applicable log file only.
MaxLogKB	No	128	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:, it will apply 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 should be released periodically, after logs have been generated. 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:, it will apply to the applicable log file only. Performance for agent sessions can be improved by setting this parameter to FALSE. This may be most effective if Driver:LogDebug is also FALSE, because logging is less intensive. When ReleaseLogHandle is FALSE, however, some log files may not be generated if the number of concurrent users exceeds the file-handle capacity provided by the operating system.

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