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Topology Considerations for Session Communications

Generally, Siebel Communications Server components for session communications, such as CommSessionMgr, must be run on the same Siebel Server computers as those running Siebel Application Object Managers. In some cases, however, you must run CommSessionMgr on a different computer than the Siebel Application Object Managers. These options are described in detail below.

CTI middleware generally runs on servers located at each contact center facility.

Running CommSessionMgr on Siebel Application Object Manager Computers

Generally, Siebel Communications Server components for session communications must be run on the same Siebel Server computers as those running Siebel Application Object Managers. Such a topology allows the Siebel Application Object Manager load-balancing mechanism to indirectly balance Communications Server load. CommSessionMgr loads are fairly light and do not, in themselves, present a reason to run this component on dedicated computers.

Set the Enable Communication parameter to TRUE for all Siebel Application Object Managers to which your agents will connect. If you are using Siebel Server load balancing, then all Siebel Application Object Managers to which requests are distributed must be configured the same way.

Running CommSessionMgr on Dedicated Computers

Sometimes you must run CommSessionMgr on a different computer than the Siebel Application Object Manager components.

CommSessionMgr must run on the same computer where the communications driver for your CTI middleware is running. If your driver requires a particular operating system platform, then you must install Siebel Server and run CommSessionMgr on a computer of this platform. (Communications drivers are required to be able to run on one of the supported Siebel Server platforms, as described in Siebel System Requirements and Supported Platforms on Oracle Technology Network.)

If your Siebel Application Object Manager components (Call Center Object Manager) run on computers using a different platform, then you set several parameters in the communications configuration, including CommSessionMgr and RequestServer, in order to designate the computer where CommSessionMgr is running. All communications session requests from a Siebel Application Object Manager supporting users for this communications configuration will be routed to the CommSessionMgr component on the dedicated computer. For related information, see Tuning the CommSessionMgr Component. For more information about these parameters, see Siebel CTI Administration Guide.