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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 and Siebel Chat support this capability, enabling agents to handle voice calls or chat interactions 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 or chat). For more information about Siebel CTI, see Siebel CTI Administration Guide. For more information about Siebel Chat, see Siebel Chat Guide.

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. This server component, such as Call Center Object Manager, 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 the Application Object Manager.
• Server Request Broker (SRBroker). This server component handles communications between the Application Object Manager 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 the Application Object Manager to CommSessionMgr by way of SRBroker.

  SRBroker is used whether CommSessionMgr runs on the same computer as the Application Object Manager, or on a different computer.

Additional Siebel Server Components

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

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