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Configuring Communications in Siebel Call Center for Siebel Chat

To configure communications in Siebel Call Center for Siebel Chat, you must configure a communications driver, add agents to the chat communications configuration, configure chat routing, and finally set up an email profile for your chat communications so that an email is sent to users when they release a chat session.

For Oracle Contact On Demand integration, you must configure the Oracle Contact On Demand communications driver. The purpose of this driver is to provide a mechanism through which chat messages are exchanged with the Oracle Contact On Demand server. For more information about the Oracle Contact On Demand communications driver, see Siebel CTI Administration Guide.

If using a custom communications driver for a third-party product, then see Siebel CTI Administration Guide for more information about how to create and configure a custom driver for third-party products using the Adaptive Communications API.

This task is a step in the following process and roadmap:

• Process of Setting Up Siebel Chat for Self-Service Web Applications
• Roadmap for Configuring Siebel Call Center for Siebel Chat

To configure communications in Siebel Call Center for Siebel Chat

1. Locate the multichannel_enhanced_chat.def file as required.

   You must use the multichannel_enhanced_chat.def file if you are using the default workflow to handle incoming chat requests. For more information, see Chat Standard Accept Process Workflow.

   The communication file is delivered with your Siebel Call Center software, and it defines all the configuration details (parameters, profiles, commands, event handlers) for your application. Communication files are usually located in the following directory:

   <Siebel_Build>\ses\siebsrvr\bin\language_code

   If you cannot locate the communication file, then contact your system administrator or Oracle account support representative.

   NOTE:  You can optionally make a copy of multichannel_enhanced_chat.def and modify it using a text editor before importing it into your communications configuration record.

2. Configure chat communications and a communications driver for your company:
   1. Navigate to the Administration - Communications screen, then the All Configurations view.
   2. Click New to set up a new configuration record, enter a name for the record, enter a comment (this is optional), then save the record by clicking Ctrl+S.
   3. Import the configurations defined in the multichannel_enhanced_chat.def file:
      • Select the configuration record that you created, click Import Configuration, then Next.
      • On the Import Configuration window, specify the communications configuration elements to import. Choose all of the following options: Configuration Parameters, Drivers and Profiles, Commands, and Events.
      • Browse to the location of your multichannel_enhanced_chat.def file, and click OK.

        When the import process is complete, the Import Configuration window closes, and the Parameters, Profiles, Commands, and Event Handlers tabs are now populated with communication configuration information. For example, clicking the Event Handlers tab displays a list of available chat-related event handlers (such as, ChatAccepted, ChatMessageReceived, ChatSuspended, and so on). You can add or delete Parameters, Profiles, Commands, and Event Handlers, as required.

   4. Configure a driver for your company to communicate with the Oracle Contact On Demand server:
      • Select the configuration record that you created, and click the Profiles tab.
      • Click the Driver name. The particular name of the driver that you configure for Oracle Contact On Demand integration is TaW.

        NOTE:  If you want to configure a new driver to communicate with the Oracle Contact On Demand server, then click New, select a communication profile from the list that is displayed, and then click Driver name.

      • On the Communications Drivers screen, use the vertical navigation buttons to navigate to the Profile Parameter Overrides section, and set the driver parameters, as required.

        NOTE:  If no profile exists for the driver, then one must be created. If one does exist, but it is not the profile that you want to configure, then add a new profile now.

        The following table briefly describes some important driver parameters that can be configured. For more information about all driver parameters that can be configured, see Siebel CTI Administration Guide.

        Driver Parameter	Value
        Driver:CompanyName	Required. Set to the company alias as defined in Oracle Contact On Demand Administration Manager.
        Driver:AdminUserName	Required. Set to the administrator name, as defined in Oracle Contact On Demand Administration Manager.
        Driver:AdminPassword	Required. Set to the administrator password (of AdminUserName).
        Driver:URL	Required. Set to the location of Oracle Contact On Demand services, for example, as follows: http://east/cod/services/
        Driver:ProxySupport	Optional. Set to script if you want to use wpad.dat to access Oracle Contact On Demand services using an HTTP proxy. Set to Disabled if you do not want to use a proxy.
        Driver:ProxyScriptLocation	Optional. If Driver:ProxySupport is set to script, then set this parameter to the location of the script, for example, as follows: http://wpad.us.oracle.com/wpad.dat
        Driver:EnableSOAPTrace	Optional. Set to True to log all communications between the driver and Oracle Contact On Demand, and set to False to ignore all communications.
        Driver:LogFile	Optional. Specify a name for the driver log file.
        Driver:LogSOAPFile	Optional. Specify a name for the log file, into which all messages between the driver and Oracle Contact On Demand are written.

3. Add agents to the chat communications configuration record.

   This step involves mapping an agent's details as defined in Oracle Contact On Demand Administration Manager to the corresponding agent user in the Siebel Call Center application. For more information about adding agents, see Adding Agents to the Communications Configuration for Siebel Chat.

4. Save the chat configuration record if required so that you can readily access it in the future, for example, if you want to update and amend it.
5. (Optional) If changes have been made to the configuration, driver parameters, or profile parameters, then save the communications configuration to another file as follows:
   1. Navigate to the Administration - Communications screen, then the All Configurations view.
   2. Select the chat configuration record that you want to save, and click Export Configuration.
   3. On the Export Configuration window, specify the communications configuration elements to export. Choose from the following options:
      • Configuration Parameters
      • Drivers and Profiles
      • Commands
      • Events
   4. When prompted, save the communications configuration file to a suitable location.
6. Configure chat routing parameters.

   This step involves configuring the routing for chat data, see Setting Up an Alias for Siebel Chat Users in Siebel Call Center.

7. Configure an email profile for chat communications, see Setting Up Outbound Email Communications in Siebel Call Center.