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Defining Configurations

This section describes the configuration parameters that you define in order for Siebel Universal Queuing to communicate with Siebel Server. These configuration parameters only need to be defined once.

You can define multiple Siebel Universal Queuing configurations. However, you must specify one configuration as primary. The primary configuration is the configuration used as the default if no specific configuration is named when an attempt is made to connect to Universal Queuing.

For example, when an agent is configured in Communications Server, you can optionally specify a Siebel Universal Queuing configuration using the UQConfigurationName parameter. This parameter is part of the communications configuration, which is administered in the All Configurations view of the Communications Administration screen.

(The agent can specify the communications configuration to be in effect for the next session, using the Communications view of the User Preferences screen. For more information about communications configurations, refer to Siebel Communications Server Administration Guide.)

If a Siebel Universal Queuing configuration is specified using the UQConfigurationName parameter, the agent will be connected to that instance of Siebel Universal Queuing upon logging in. If no Siebel Universal Queuing configuration is specified in the applicable communications configuration, then the agent will be logged in using the primary Siebel Universal Queuing configuration.

The primary configuration is especially important for determining how to route work items that are initiated by a customer from a Siebel application running on your company's Web site.

For example, if a customer is using Siebel eService or another Siebel application and initiates an email work item, this customer is not defined as an agent in a communications configuration. Because the UQConfigurationName configuration parameter is therefore not in effect for this customer, the Siebel Universal Queuing configuration to use for routing this work item is the one designated as the primary configuration.

Siebel Universal Queuing configuration parameters are listed and described in Table 7.

Table 7. Siebel Universal Queuing Configuration Parameters
Parameter
Required?
Description
AuxWork After Login
N
If this parameter is set to TRUE, the agent will be put into auxwork mode immediately after logging in. The agent must click the Change Ready State button in order to receive new work items.
The default value is FALSE.
Backup UQ Host Name
N
The name of the secondary Siebel Universal Queuing host. The secondary Siebel Universal Queuing is used for failure recovery purpose.
Backup UQ Host Port
N
The port number of the secondary Siebel Universal Queuing host.
Connection Time Out
N
The timeout interval on logging in, sending requests, and receiving requests, in milliseconds. This value is used in the HTTP transport layer.
The default is 10 minutes (600000 milliseconds), which is usually enough. If the skill map is large and requires a long time to load when the routing rules are first loaded, set this parameter to a larger value.
Disconnect Retry Time
N
The number of retries before disconnecting, if there is any problem logging in, sending requests, and receiving requests. The default is 10 times.
The Connection Time Out parameter determines when a timeout will have been reached, after which another connection attempt may be made, according to the number of retries specified by Disconnect Retry Time.
HTTP Accept Header
N
For the HTTP header field HTTPAccept. The default value is "text/xml". Do not modify this value.
HTTP Content Type
N
For the HTTP header field HTTPContentType. The default value is "text/xml". Do not modify this value.
HTTPLoginBodyTemplate
Y
Login information for normal connections from the Siebel Universal Queuing routing engine to the EAI Object Manager on the Siebel Server. Normal connections (as compared with statistics connections) are used for processing communications work items.
See also the description of the MaxConnections parameter.
For example, this parameter might be defined as follows:
UserName=sadmin&Password=db2
HTTPLogoutURLTemplate
N
Logout information to disconnect the Siebel Universal Queuing routing engine from the EAI Object Manager on the Siebel Server, for normal connections.
If you set this parameter, define it exactly as follows:
SWEExtCmd=Logout
HTTPURLTemplate
Y
URL for normal connections from the Siebel Universal Queuing routing engine, through the Siebel Web server, to the EAI Object Manager on the Siebel Server.
For example, this parameter might be defined as follows:
http://web_server/obj_mgr/start.swe
where web_server is the Web server name and obj_mgr is the name of the virtual directory (on the Web server) for the EAI Object Manager. For example, this virtual directory name might be "eai_enu".
Logout From Available
N
Agent can log out from the available state only if this parameter is set to TRUE. The default is TRUE.
MaxConnections
N
The number of connections that Siebel Universal Queuing will establish to the EAI Object Manager. The default is 3.
This specified number applies separately to both normal connections and statistics connections.
If, for example, MaxConnections is set to 3, then there will be a total of 6 connections established between Siebel Universal Queuing and the EAI Object Manager.
Note: The maximum number of statistics connections is always 5. For example, if MaxConnections is set to 4, then the total number of EAI connections will be 8 (4+4). However, if MaxConnections is set to 6, then the total number of connections will be 11 (6+5).
This parameter is mainly used for performance reasons.
Ping Interval
N
The number of seconds defining how often to ping Siebel Universal Queuing. The default is 30 seconds.
For more information, see Implementing Failure Recovery.
SecondaryHTTPLoginBodyTemplate
Y
Login information for secondary (statistics) connections from the Siebel Universal Queuing routing engine to the EAI Object Manager on the Siebel Server.
Statistics connections are used for messages that are not time-critical, such as alarm, error, journal, and statistics data. This data will be processed in a nontime-critical fashion.
Statistics connections may be to the same EAI Object Manager as for normal connections, which are used for processing communications work items. Or, you may prefer to connect to a separate EAI Object Manager.
Statistics connections are specified using the SecondaryHTTPURLTemplate parameter. See also the description of the MaxConnections parameter.
For example, this parameter might be defined as follows:
UserName=sadmin&Password=db2
SecondaryHTTPLogoutURLTemplate
N
Logout information to disconnect the Siebel Universal Queuing routing engine from the EAI Object Manager on the Siebel Server, for secondary (statistics) connections.
If you set this parameter, define it exactly as follows:
SWEExtCmd=Logout
SecondaryHTTPURLTemplate
Y
URL for secondary (statistics) connections from the Siebel Universal Queuing routing engine, through the Siebel Web server, to the EAI Object Manager on the Siebel Server.
For example, this parameter might be defined as follows:
http://web_server/obj_mgr/start.swe
where web_server is the Web server name and obj_mgr is the name of the virtual directory (on the Web server) for the EAI Object Manager. For example, this virtual directory name might be "eai_enu".
Skill:skill_name
Y
Skill dictionary that contains a list of skills and associated skill items. This skill dictionary must be defined to include every skill definition that is to be used by the routing engine. Define your skills before you start Siebel Universal Queuing.
The value for Skill:skill_name is in this form:
BusObj,BusComp,Field
In order to correctly define instances of the Skill parameter, you must use the correct names for the applicable business objects, business components, and fields, as defined in Siebel Tools.
For example:
Skill:Email Recipient Name=CommSrv CM Adapter Administration,CommSrv CM Adapter Profiles,Name
Skill:Industry=Industry,Industry,Name
Skill:Language Code=Language Def,Language Def,Language Code
Skill:Product=Internal Product,Internal Product,Name
Note: In order to be able to define an instance of the Skill:skill_name parameter in the Configurations view, a corresponding List of Values entry of type UQ_CFG_PARAM must already exist. For more information about configuring Lists of Values, refer to Applications Administration Guide.
See also Assigning Employee Skills and Creating Skill Definitions.
Trace FileName
N
The name of the Siebel Universal Queuing log file, can also further specify the path for it. For example, this parameter might be defined as follows:
uqtrace.log
Trace Level
N
Specifies a number that is used internally to decide what level of logging will be performed. To have full logging information, use 69905. The default is 0—no logging is performed.
UQ Host Name
Y
Identifies Siebel Universal Queuing to the Siebel Server.
UQ Host Port
Y
Identifies the port for Siebel Server to communicate with Siebel Universal Queuing.
Use Resonate
N
If you are using Resonate Central Dispatch, you must set this parameter to TRUE. Otherwise, you should set it to FALSE. The default is FALSE.
Wrap Enabled
N
If this parameter is set to TRUE, then the agent will be set to Not Ready automatically after completing a work item. The default is FALSE.
For more information, see Agent Availability and Sequential Assignment.

Creating a Universal Queuing Configuration

You create a new Universal Queuing configuration as part of the Siebel Universal Queuing configuration process. The configuration is defined using the Configurations view in the UQ Administration screen. You can copy an existing configuration and modify the necessary parameters for the new configuration as well.

To create a configuration

  1. From the application-level menu, choose View > Site Map > UQ Administration > Configurations.

    2. The Configurations view appears.

  2. Create a new record in the Configurations list.
  3. Type the name for the new configuration in the Configuration Name field.
  4. Click the check box in the Primary column if this configuration is to be the primary configuration.

    5. As noted earlier in this section, you must designate one configuration as the primary configuration. This configuration will be in effect when no configuration is otherwise specified.

  5. Type a description for this new configuration.
  6. Step off the record to save the new configuration.
  7. Add new parameters to define this configuration as follows:
    1. Create a new record in the Parameters list.
    2. Choose the parameter you want to add from the Name drop-down list.
    3. Type the value for the parameter in the Value field.

      4. For descriptions of the Siebel Universal Queuing configuration parameters, see Table 7.

Editing a Configuration

You can edit a configuration by changing one or more of the configuration parameters. This might occur because you have changed one or more of the optional configuration parameters, such as the maximum number of connections to Siebel Server. You change a parameter by editing its record in the Parameters list.

For descriptions of the Siebel Universal Queuing configuration parameters, see Table 7.

NOTE:  After a configuration parameter value has been changed, agents need to log out and log in again to use the changed configuration. If a Skill:skill_name configuration parameter was added, then you must use the Notify UQ button before the agents log in. For more information, see Notifying Siebel Universal Queuing of Updates.

Deleting a Configuration

You can delete a Siebel Universal Queuing configuration when it is no longer applicable.


 Siebel Universal Queuing Administration Guide
 Published: 18 April 2003