Configuring Siebel CTI

This chapter provides information about configuring Siebel CTI. It includes the following topics:

About Configuring Siebel CTI

This chapter explains how to set up communications configurations and related data. Communications configurations support Siebel CTI and other forms of session communications. This chapter also provides information about importing and exporting communications configuration data.

Related Books

If you are upgrading from a previous version of Siebel CRM, then see also Siebel Database Upgrade Guide.

For all implementations of Siebel CRM, see also related Siebel documentation for your products, such as Siebel Email Administration Guide.

Creating or Modifying a Communications Configuration

This topic describes how to create or modify a communications configuration. It contains the following information:

In the Administration - Communications screen, use the All Configurations view to create or modify a communications configuration.

After you create a communications configuration, you must create and associate parameters, profiles, agents, events, and commands in order for the configuration to be functional.

Create as many separate configurations as you might need in order to group agents who require similar settings for all of the applicable configuration parameters. For an example of a parameter that might have to be set differently for different sets of agents, see the description of the AutoLoadDriver parameter.

Tip: Rather than using the Administration - Communications screen to create or modify communications configuration data directly, you can export some of the data to files and modify or extend it using a text editor. Then you can import the data into the test or production Siebel database when you are ready to test, deploy, or update the communications configuration.

Creating a Communications Configuration

Use the following procedure to create a communications configuration.

To create a communications configuration

Navigate to the Administration - Communications screen, then the All Configurations view.
The All Configurations view appears.
In the Configurations list, add a new record.
In the Name field, enter the name of the configuration.
Add any comments.
As appropriate, create or associate elements such as parameters, profiles, agents, commands, and event handlers, as described later in this chapter.

Modify an Existing Communications Configuration

Use the following procedure to modify an existing communications configuration.

To modify an existing communications configuration

Navigate to the Administration - Communications screen, then the All Configurations view.
The All Configurations view appears.
In the Configurations list, select the record for the configuration to edit.
Make your changes.
As appropriate, create or associate elements such as parameters, profiles, agents, commands, and event handlers, as described later in this chapter.

Copying or Deleting a Communications Configuration

You can copy or delete an existing communications configuration record.

This topic is part of Creating or Modifying a Communications Configuration.

Copying a Communications Configuration

You can copy an existing communications configuration record by using the available menu commands.

Note: When you copy a record for a communications configuration, associated configuration parameters, profiles, agents, commands (commands and command data), and events (event handlers, event responses, and event logs) are not copied.

Deleting a Communications Configuration

You can delete an existing communications configuration by using the available menu commands.

If you delete a record for a communications configuration, then associated configuration parameters, commands (commands and command data), and events (event handlers, event responses, and event logs) are also deleted, recursively. For agents and profiles, however, the associations with these elements are deleted, but the underlying employee records and profile records are not deleted. When you perform this operation, the application might take several minutes to respond.

Viewing All Communications Configuration Data

Use the Configuration Explorer view to view information about all the elements of your communications configuration.

The Configuration Explorer view displays communications configuration data in a hierarchical format. This view comprises an explorer (tree control) and lists. The explorer is read-only. The explorer is read-only.

This topic is part of Creating or Modifying a Communications Configuration.

To view communications configuration data

Navigate to the Administration - Communications screen, then the Configuration Explorer view.
The Configuration Explorer view is displayed. Any item in the explorer that is preceded by an arrow might contain other configuration items. For example, configurations contain commands, which in turn contain command parameters and associated command data definitions.
Click the arrow for an item in the explorer to expand the item and reveal its specific subitems or categories of subitems.
Click an item’s name in the explorer applet to display subitem information in the relevant list.

Specifying Parameters for a Communications Configuration

Use the All Configurations view to specify parameter values for a communications configuration. Configuration parameters are in effect for all agents who are included in the configuration for the contact center.

Certain elements associated with a communications configuration also have parameters that affect the overall function of the configuration. Such elements include communications drivers and profiles, commands, and events.

The communications configurations provided with Siebel Business Applications include configuration parameters and default values. The following information lists these configuration parameters and provides applicable default values, which are in effect for each parameter if it is not defined. Some parameters must be included, while others are optional.

This topic is part of Creating or Modifying a Communications Configuration.

To specify configuration parameters

Navigate to the Administration - Communications screen, then the All Configurations view.
In the Configurations list, click to select the configuration record for which you are specifying parameters.
In the Parameters list:
1. If the configuration does not include all of the supported parameters that you require, then add a record for each such parameter, specifying the parameter name and parameter value.
2. Verify or edit values for all the parameters in your configuration.
3. Click the check mark for the Active field to enable or disable a configuration parameter. A disabled parameter has no effect on the communications configuration.

Parameters for Communications Configurations

This topic describes the configuration parameters for communications configurations and displays applicable default values.

This topic is part of Creating or Modifying a Communications Configuration.

The following are the parameters for communications configurations:

AutoLoadDriver. Specifies the loading behavior of the CTI driver:
If AutoLoadDriver is True, then the CTI driver is loaded automatically when the user logs in to the Siebel application. If the parameter is not defined, then the default setting is True.
If AutoLoadDriver is set to False and Desktop Integration Siebel Agent is not installed or is not running on the client computer, then the CTI driver is not loaded automatically when the agent logs into the Siebel application. This setting is available in order to support hoteling when Desktop Integration Siebel Agent is not available.

How hoteling is supported differs according to the setting of AutoLoadDriver and other factors. Whether AutoLoadDriver is True or False, agents can use hoteling if they are logged in to a hoteling computer, that is, a computer whose host name is associated with a teleset located at the same station.

As of Siebel Innovation Pack 2016, a separately installed client module, Desktop Integration Siebel Agent (DISA), is used to obtain the local computer’s host name for hoteling purposes. It is recommended to install Desktop Integration Siebel Agent on each agent computer that will be used for hoteling.

Hoteling is supported for an agent, as follows:

If Desktop Integration Siebel Agent is installed and running on the client computer, then Siebel CTI obtains the local computer’s host name automatically, for hoteling purposes.
If Desktop Integration Siebel Agent is not installed or is not running, then Siebel CTI obtains the local computer’s host name from the HTTP request header, for hoteling purposes. For this scenario, it is assumed that proxy connections are not used.
If Desktop Integration Siebel Agent is not installed or is not running and if proxy connections are enabled in the browser, then Siebel CTI would be unable to obtain the host name. In this case, you must set AutoLoadDriver to False for the communications configuration, in order to support hoteling.
After starting the Siebel application, the agent is prompted to enter the local computer’s host name in the communications toolbar, and then the agent clicks Set Up Hoteling. As a result, the CTI driver is loaded and the agent can log in to the CTI system, or the agent is logged in automatically if automatic login is in effect.

Note: For a communications configuration in which you set AutoLoadDriver to False, associate only the agents to which the preceding conditions apply. Otherwise, other agents are unnecessarily prompted to specify the computer host name.

For more information about installing Desktop Integration Siebel Agent, see Desktop Integration Siebel Agent Guide. For more information about hoteling, see Configuring Telesets for Hoteling and Teleset Naming and Hoteling Considerations. For more information about installing and deploying Desktop Integration Siebel Agent, see Desktop Integration Siebel Agent Guide. See also the Siebel Installation Guide for the operating system you are using. For more information about using Siebel Business Applications, see Siebel Fundamentals Guide.

AutoLogin. Specifies whether automatic login is the global default setting for all agents in the communications configuration, or whether agents can set automatic login:
If AutoLogin is set to True, then automatic login is in effect for all agents.
If AutoLogin is set to False, then automatic login is disabled for all agents. If the parameter is not defined, then the default setting is False.
If AutoLogin is set to UserPreference, then whether automatic login is in effect is determined by the automatic login setting (Auto Login to Call Center at Startup) in the agent’s User Preferences screen (Communications options).

If AutoLogin is either True or False, then agents cannot set the preference Auto Login to Call Center at Startup. For more information, see Preference Settings for Communications and Configuring Communications Login and Logout.

AutoLoginCmd. Specifies which communications command for logging in automatically is executed for each user’s session, if AutoLogin is set to True. For more information, see Preference Settings for Communications and Configuring Communications Login and Logout.
AutoLogout. Specifies whether automatic logout is the global default setting for all agents in the communications configuration, or whether agents can set automatic logout:
If AutoLogout is set to True, then automatic logout is in effect for all agents.
If AutoLogout is set to False, then automatic logout is disabled for all agents. If the parameter is not defined, then the default setting is False.

For more information, see Configuring Communications Login and Logout.

AutoLogoutCmd. Specifies which communications command for logging out automatically is executed for each user’s session, if AutoLogout is set to True. For more information, see Configuring Communications Login and Logout.
BackupCommSessionMgr. Specifies the name of the backup Communications Session Manager component. The backup component might be running on one or more Siebel Servers. The backup Communications Session Manager component can be accessed without agent interruption, in case the primary Communications Session Manager fails and does not restart.
Backup functionality for the Communications Session Manager component exists without your configuring any of the related parameters: BackupCommSessionMgr, BackupEnterpriseServer, BackupGatewayAddress, and BackupRequestServer.
In order to route requests to one or more backup servers for Communications Session Manager, then you can configure these parameters, as needed, to support backup functionality required for different deployment scenarios.
You must define the BackupCommSessionMgr parameter if the backup Communications Session Manager component has a different name than CommSessionMgr. Otherwise, it is optional. The value is the component alias (such as CommSessionMgr), not the component name (such as Communications Session Manager).
For more information about how requests are processed, see 477818.1 (Article ID) on My Oracle Support. This document was formerly published as Siebel Technical Note 570.

Note: It is recommended that you run the backup Communications Session Manager and the Application Object Manager on Siebel Servers for which the Enterprise Servers (one or more) are served by the same Siebel Gateway. In this case, the BackupEnterpriseServer and BackupGatewayAddress parameters are optional. As noted, the BackupCommSessionMgr parameter is also optional, if the default component alias (CommSessionMgr) is used.
BackupEnterpriseServer. Specifies the name of the Siebel Enterprise for your backup Communications Session Manager components.
You must define this parameter if the Siebel Servers supporting the backup Communications Session Manager and the Application Object Manager run within different Siebel Enterprise Servers. Otherwise, it is optional. For more information, see the description of the BackupCommSessionMgr parameter.
BackupGatewayAddress. Specifies the name of the Siebel Gateway applicable to your backup Communications Session Manager components. The value is the Siebel Gateway computer name or IP address.
Include the port number if the Siebel Gateway uses a port other than the default (2320). For example, mygateway:new_port_num.
You must define this parameter if the Siebel Servers with the backup Communications Session Manager and the Siebel Server with the Application Object Manager run within Siebel Enterprise Servers that are served by different Siebel Gateway. Otherwise, it is optional. For more information, see the description of the BackupCommSessionMgr parameter.
BackupRequestServer. Specifies the name of a specific Siebel Server on which the backup Communications Session Manager is running.
By default, backup requests are routed in round-robin fashion to all Siebel Servers on which you are running the Communications Session Manager component. However, if not all of these components use the same communications driver applicable to the current communications configuration, then you can use this parameter to specify a particular server that you know uses the relevant driver to handle the requests. For more information, see the description of the BackupCommSessionMgr parameter.
BringSiebelToFrontBrowserTitle. Specifies the text to appear in the title bar of the browser window, where the user preference Bring Siebel to Front for a user is set to either On All Incoming Work Items or On Matching Events. If you specify the value Incoming Interaction, for example, then this text appears in the user’s browser when a new incoming work item arrives. The purpose of the parameter is to help the user to notice the new incoming work item.
For more information about Bring Siebel to Front, see Preference Settings for Communications.
CallFromUICommand. Specifies the command that is used to make a call to the phone number that a CTI-enabled agent clicks.
For a phone number field in a list applet, when the agent clicks the hyperlink, a pop-up window appears, in which the agent can click a Call button to make the call to this number. For a phone number field in a form applet, the agent can click an adjacent phone button to make the call.
This parameter has an effect only if you create command and command data definitions similar to the following examples and then also set this parameter with the value MakeCallToUIPhone (the name of the command that you defined). No call is made if the agent has another current call. If the parameter value is not defined, then no call is made if the agent clicks a phone number.
[Command: MakeCallToUIPhone] DeviceCommand = "MakeCall" Hidden = "True" CmdData = "MakeCallToUIPhone"
[CmdData: MakeCallToUIPhone] AttachContext = "True" Param.CallNotifyText = "Call from {@UserName}..." Param.PhoneNumber = "{@UIPhone:Lookup}"
For more information about macros such as @UIPhone, see Macros for Parameter Values.
ChannelCleanupTimer. Specifies a timeout value, in seconds, that can help the Application Object Manager to clean up orphaned communications sessions, such as in the event of a browser failure.
If a communications message (for example, a new inbound call) is not successfully pushed from the Communications Session Manager to the Application Object Manager, then the value of ChannelCleanupTimer is compared to the number of seconds since the last successful push message was delivered to the agent’s browser. If the number of seconds since the last successful push message was delivered is greater than the value of ChannelCleanupTimer, then the agent’s communications session is considered to be orphaned. The session is terminated and communications session resources on the Application Object Manager are freed up for other uses.
For example, if a message cannot be pushed, then ChannelCleanupTimer is set to 60 (seconds), and if the last successful push message occurred 180 seconds ago, then this communications session is terminated.

Note: It is recommended to define the ChannelCleanupTimer parameter if you use the Push Keep Alive driver with your communications configuration. For more information, see Using the Push Keep Alive Driver for Session Connections.
CheckPopupBeforeExecute. Specifies whether a screen pop is generated only after an agent has closed a pending pop-up window.
A pop-up window is pending after an agent has initiated an action that displays a pop-up window and before the agent has completed and closed the window. A screen pop is likely to be disruptive to an agent’s workflow if it occurs during this time:
- If CheckPopupBeforeExecute is set to True, then a screen pop is not generated for an agent if a pop-up window is pending. This parameter is True by default.
- If it is False, then a screen pop might be generated regardless of any pending pop-up.
CommSessionMgr. Specifies the name of the Communications Session Manager component applicable to this communications configuration.
Define this parameter when the Communications Session Manager is running on a different computer than the Siebel Server on which the Application Object Manager is running.
You must define this parameter if your Communications Session Manager component has a different name than CommSessionMgr. Otherwise, it is optional. The value is the component alias (such as CommSessionMgr), not the component name (such as Communications Session Manager).
You define the CommSessionMgr, RequestServer, EnterpriseServer, and GatewayAddress parameters, as needed. These parameters fully identify the Communications Session Manager applicable to this communications configuration. The RequestServer parameter is always required in order to run Communications Session Manager on a designated computer.

Note: It is recommended that you run Communications Session Manager and the Application Object Manager on Siebel Servers for which the Enterprise Servers (one or more) are served by the same Siebel Gateway. In this case, the EnterpriseServer and GatewayAddress parameters are optional.To support Siebel Server load balancing you generally run Communications Session Manager on all of the load-balanced computers (where Application Object Manager is running). If Communications Session Manager is disabled on any of these computers, then you must run it on another computer and specify its location using the parameters described here.If you are also running a backup Communications Session Manager, then see also the descriptions for the BackupCommConfigMgr parameter and related parameters. For more information, see Administering Communications Session Manager.
ConnectString. Specifies the connect string to indicate the name of a remote instance of a server such as a CTI middleware server. For more information, see Configuring Remote Transfers and Conferences.
CountryCodeDelimiter. Specify the delimiter to use between a country code and a local area code if an agent makes a call from selected text representing a phone number, such as in the text input field in the communications toolbar. No default delimiter value is defined.
DialingFilter.Rule. Used by the Siebel application to manipulate telephone numbers for voice calls made, transferred, or made in a conference call.
Specifies a set of phone-number translation rules that are invoked when the Lookup or PhoneTypeLookup keyword is specified in macro-expanded text in a communications command for the voice channel (using Siebel CTI). The first set of numbers is searched for. If there is a match, then the searched numbers are translated to the numbers after the -> symbols. For example:
DialingFilter.Rule001 = "650506->"
This filter rule takes a ten-digit domestic phone number (for example) and translates it into four digits for dialing an internal extension. For more information, see Working with Dialing Filters and Using Macro Expansion for Character Fields.
EnterpriseServer. Specifies the name of the Siebel Enterprise Server for the Siebel Server on which the applicable Communications Session Manager is running.
You must define this parameter if the Siebel Servers supporting Communications Session Manager and Application Object Manager components run within different Siebel Enterprise Servers. Otherwise, it is optional. For more information, see the description of the CommSessionMgr parameter.
GatewayAddress. Specifies the name of the Siebel Gateway for the Siebel Server on which the applicable Communications Session Manager is running. The value is the Siebel Gateway computer name or IP address.
Include the port number if the Siebel Gateway uses a port other than the default (2320). For example, mygateway:new_port_num.
You must define this parameter if the Siebel Servers supporting Communications Session Manager and Application Object Manager components run within Siebel Enterprise Servers that are served by different Siebel Gateways. Otherwise, it is optional. For more information, see the description of the CommSessionMgr parameter.
ImplicitSave. When set to True, specifies that when an agent has created or modified a record but not yet saved, clicking on the communications toolbar performs an implicit save. When it is set to False (the default), the new or changed record is not saved. (It can be saved or rolled back later.)
MaxCommToolbars. Specifies the number of instances of the Siebel application, for each agent, for which communications session capability can be enabled at one time, that is, for which the communications toolbar can be active.
If this parameter is not defined, then the applicable value is 1; only one communications toolbar can be active at one time for each agent. It is generally advised to leave this parameter set to 1, so that communications events are received by one Siebel application instance only.
If an agent is running multiple Siebel application instances (for which communications would otherwise be enabled), then the number of active communications toolbars cannot exceed the value of this parameter. If the maximum has been reached, and another Siebel application instance is started, then the communications toolbar is not displayed in the new instance.
By using the Reset Active Session Count command, an agent can reset communications session capabilities. If the browser stops responding, for example, then the Communications Session Manager might internally retain an agent session that has become unavailable to the agent and might disallow any new agent session that would exceed the value of MaxCommToolbars. The agent can restart the Siebel application and choose Reset Active Session Count, then restart the application again, after which the communications toolbar would be enabled.
To access this command, an agent chooses Tools, then Communications, then Reset Active Session Count from the application-level menu, or uses the keyboard shortcut Ctrl+F8.
The Reset Active Session Count command is configured in Siebel Tools and must not be modified. Optionally, you can modify this shortcut.
The command is available when the user is defined as an agent within a valid configuration and the Enable Communication parameter is True for the agent’s application.
MessageDisplayInterval. Specifies a global default setting for the message display interval for all agents in the communications configuration, or enables agents to set this value themselves. The message display interval is the length of time, in seconds, that a message displays in the status bar before the communications toolbar. An example message might be Call from 6505060000. For more information, see Preference Settings for Communications. Some example settings for MessageDisplayInterval are as follows:
- If MessageDisplayInterval is set to UserPreference, then the message display interval is determined by the Message Display Interval setting in the agent’s User Preferences screen (Communications options).
- If MessageDisplayInterval is set to a positive integer value, then this value is in effect for all agents. Agents cannot set the preference Message Display Interval.
- If MessageDisplayInterval is not set or is set to any other value, then the default message interval of 7 seconds is in effect.
MultiTenancy. Specifies whether or not organization-visibility rules are applied:
- If MultiTenancy is set to False (the default), then organization-visibility rules are not applied. Use this setting if your Siebel implementation does not use the multitenancy (multiple organization) feature.
- If the parameter is set to True, then organization-visibility rules apply. Use this setting if your Siebel implementation uses multitenancy.
  For more information, see Configuring Multitenancy.
PreferenceLoginCmd. Specifies which communications command is executed when the agent clicks the Login button in the Agent Queues list, located in the Communications options of the User Preferences screen.

The default value is PreferenceLoginCmd. For more information, see Preference Settings for Communications and Configuring Communications Login and Logout.

PreferenceLogoutCmd. Specifies which communications command is executed when the agent clicks the Logout button in the Agent Queues list, located in the Communications options of the User Preferences screen.
The default value is PreferenceLogoutCmd. For more information, see Preference Settings for Communications and Configuring Communications Login and Logout.
RequestServer. Specifies the name of the Siebel Server on which the applicable Communications Session Manager is running.
You must define this parameter when the Communications Session Manager is running on a different computer than the Siebel Server on which the Application Object Manager is running.
For more information, see the description of the CommSessionMgr parameter.
RestoreScreenOnWorkResumed. Specifies whether or not the screen state is restored when a suspended work item of any channel is resumed:
- If this parameter is set to True, then the screen state is restored when a work item of any channel is resumed. This parameter is True by default.
- If this parameter is set to False, then the screen state is not restored when a work item of any channel is resumed.
RetryBeforeStopPush. Specifies the number of times that the communications toolbar for a Siebel client retries a request to reconnect with the Siebel application interface after the client receives an invalid request response (that is, a response to an invalid request) from the Siebel application interface. The default value is 0 (zero): no reconnection requests are sent after an invalid request response is received.
In some cases, the communications toolbar might continue to send many invalid requests to the Siebel Application Interface, even after the communications session has been disconnected. However, you can identify invalid request responses by using the StopPushString parameter to specify a string that is part of an invalid request response. When such responses can be identified, then the setting of the RetryBeforeStopPush parameter lets you control whether the communications toolbar continues to send the invalid requests, or how many times it will send them.
For more information, see the description of the StopPushString parameter.
StopPushString. Specifies a string that identifies an invalid request response (that is, a response to an invalid request sent by the communications toolbar for a Siebel client). The StopPushString parameter value is empty by default; in this case, a request response received is considered invalid if it does not contain the following string:
```
<command name="ClientIP" value="
```
For more information, see the description of the RetryBeforeStopPush parameter.
UpdateChannelStatusTable. Channel status data is logged for display in the All Channel Items view only if the UpdateChannelStatusTable configuration parameter is set to True. By default, this parameter is set to True.
In a large call center, setting this parameter to True might have performance implications: the Siebel database is updated as communications activity occurs, and the database is queried each time a manager or administrator displays or refreshes the All Channel Items view. For more information, see Viewing Communications Status Data.

Specifying Agents

This topic describes how to specify agents. It contains the following information:

Use the All Configurations view and the Agent General Profile view to specify and configure agents for your communications configurations.

You specify agents by adding employees to one or more communications configurations in the All Configurations view, as described in Creating or Modifying a Communications Configuration.

As an alternative to adding individual employees to a configuration, you can add employees by adding responsibilities to the configuration. If you do this, then all employees who have the specified responsibilities are added as agents.

After you have added agents, you configure them using the Agent General Profile view. For example, you can associate telesets or specify agent login and password for ACD queues. For more information about the role of agents within a communications configuration, see About Communications Configuration Data.

Relationship of Agents and Telesets for Siebel CTI

If you are using Siebel CTI, then you must associate agents with communications configurations, specify telesets for your call center, and associate the agents with any telesets they use. However, you can choose whether to associate agents with specific hoteling telesets that they use.

Note: When an agent starts the Siebel application, any explicit association of the agent with a teleset is overridden if the user’s computer (host name) has been associated with the teleset for hoteling purposes.

For more information about specifying telesets, see Specifying Telesets. For more information about hoteling, see Configuring Telesets for Hoteling.

This topic is part of Specifying Agents.

Agents and Automated Call Distributor Queue Settings

If agents receive voice calls through ACD queues, then one or more ACD queues can be associated with the agent using the Agent General Profile view.

Note: If you are not defining ACD queues, then this topic does not apply.

One or more ACD queues can be designated as primary for the agent. The Log In and Log Out buttons on the communications toolbar log an agent into or out of all primary ACD queues. Automatic login and logout functions can also be used.

In the User Preferences screen, an agent can selectively log in to or out of any of the associated queues, including those not designated as primary. For more information, see Setting Communications User Preferences and see Configuring Communications Login and Logout. For information about setting ACD queue values, see also Configuring Communications List of Values Types.

This topic is part of Specifying Agents.

Specifying Agents for Communications Configurations

This topic provides instructions for adding agents to a communications configuration. Once you have added an agent to a configuration, using the All Configurations view, you can further configure the agent, including associating the agent to other configurations, using the Agent General Profile view.

This topic is part of Specifying Agents.

To add agents to a communications configuration

Navigate to the Administration - Communications screen, then the All Configurations view.
In the Configurations list, select the record for the configuration to which you add the agent.
You can add an agent to more than one configuration, though only one configuration is in effect for the agent at a time.
Click the Agents view tab.
In the Agents list, add a new record. The Add Agents dialog box appears:
1. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
2. For each employee that you are adding as an agent, click the check box to select this employee record.
3. Click OK to add all selected employees to the Agents list.
Alternatively, in the Agents list, click Add by Responsibilities or choose it from the menu to add to the configuration all agents with the specified responsibilities:
1. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
2. For each responsibility that you are adding, click the check box to select this record.
3. Click OK to add all selected responsibilities to the Agents list.
To add an agent to another configuration, return to Step 2 and repeat the steps that follow.

Configuring Agents

This topic provides instructions for configuring an agent after the agent has been added to at least one communications configuration.

Using the Agent General Profile view, you can add the agent to additional configurations, associate the agent with telesets, and specify the ACD queues from which the agent receives voice calls. You can also designate which configuration is primary for the agent and which ACD queues are primary for the agent.

Note: The Agent General Profile view lists only those agents who have been associated with one or more configurations. For more information, see Creating or Modifying a Communications Configuration.

Only one configuration can be designated as primary for the agent, and only one configuration is in effect at one time. When an agent logs in for the first time, the primary configuration is in effect for the agent. In the Communications options of the User Preferences screen, the agent can choose a different configuration, which is in effect the next time the agent logs in. For more information, see Setting Communications User Preferences.

You can associate telesets with an agent in this procedure only if the telesets have been defined. For more information, see Specifying Telesets.

You can define the Agent Login and Password that are retrieved from the database each time an agent logs in to the ACD queue. You must provide these values for agents who are configured to log in to the ACD queue, when required by the ACD. You do not have to specify these values for other users. You only have to specify the agent login and password once for an agent.

Note: For an Aspect switch, Agent Login also represents the number that other call-center agents dial to reach the agent.

For more information about configuring login commands, see Configuring Communications Login and Logout. For more information about agent login procedures, see Using the Communications Toolbar.

This topic is part of Specifying Agents.

To configure agents

Navigate to the Administration - Communications screen, then the Agent General Profile view.
The Agent General Profile list displays all agents that have been added to one or more communications configurations.
For agents who have to log in to ACD queues, enter the appropriate values into the Agent Login and Password fields, if no values were specified previously.
Specify one or more existing configurations to associate this agent with:
1. Click the Configurations view tab.
2. In the Configurations list, add a new record. The Add Configurations dialog box appears.
3. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
4. Select one or more configurations with which to associate the agent.
5. Click OK to associate all selected configurations with the agent.
If the agent is associated with multiple configurations, then specify the primary configuration for the agent:
1. In the Configurations list, select the record of the configuration that is to be the agent’s primary configuration.
2. Click the check box for the Primary field to make this the primary configuration.
For voice agents, you can specify one or more existing telesets to associate this agent with:
1. Click the Telesets view tab.
2. In the Telesets list, add a new record. The Add Telesets dialog box appears.
3. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
4. Select one or more telesets with which to associate the agent.
5. Click OK to associate all selected telesets with the agent.
To associate the agent with one or more ACD queues:
1. Click the ACD Queues view tab.
2. In the ACD Queues list, add a new record.
3. Specify an ACD queue the agent uses.
4. If this ACD queue is one of the primary ACD queues for the agent, then click the check box for the Primary field.

Specifying Telesets

This topic describes how to specify telesets. It contains the following information:

Use the All Telesets view to specify telesets for your communications configurations, including associating agents and extensions.

Because teleset data is specific to your enterprise, you must specify this data for your call center. Some demo telesets are defined in the Sample Database, but no predefined teleset data is otherwise provided.

Teleset data is indirectly associated with communications configurations, by way of the agents who use the teleset. In this way, Siebel Communications Server can support CTI functions for your call center agents.

You define extensions for the telesets, then associate the extensions with agents (unless you use hoteling) that have already been associated with a configuration. For information about how end users can set preferences for telesets and extensions, see Setting Communications User Preferences.

Teleset Naming and Hoteling Considerations

You can provide any sort of unique name or number for a teleset. Naming telesets after cubicle or station identifiers or computer names might be a good approach to naming telesets. This approach avoids problems that might be associated with naming them after users or extensions, given that multiple users and extensions might be associated with one teleset.

If you implement hoteling, then you might choose to name a hoteling teleset after the host name of the associated hoteling computer.

When you have specified a host name for a teleset in order to support hoteling, any agent logging in to the Siebel client on the hoteling computer also uses the associated hoteling teleset. Associating a host name with a teleset overrides any association of the teleset with an agent. For more information about hoteling, see Configuring Telesets for Hoteling.

This topic is part of Specifying Telesets.

Specifying Telesets, Agents, and Extensions

This topic provides instructions for specifying telesets and specifying agents and extensions for telesets.

This topic is part of Specifying Telesets.

To specify telesets

Navigate to the Administration - Communications screen, then the All Telesets view.
In the Telesets list, add a new record.
In the Teleset field, enter the name of the teleset.
If the teleset and computer are to be used for hoteling, then specify in the Host field the name of the computer where the teleset is located.
The host name that you enter is stored using all uppercase letters.
Enter any optional comments for the teleset.
For a teleset that is not to be used for hoteling, click the Agents view tab and add agents for the teleset, as described in Specifying Agents for Telesets.
Click the Extensions view tab and add extensions for the teleset, as described in Specifying Agents for Telesets.

Specifying Agents for Telesets

This topic provides instructions for specifying agents for telesets. You associate an agent with a teleset in order to authorize the agent to use this teleset.

All agents that you associate with telesets must already have been associated with one or more communications configuration. Agents and telesets have a many-to-many relationship. For more information, see Specifying Agents.

Agents who use hoteling exclusively, or who do not use the voice channel (CTI), do not have to be associated with telesets.

This topic is part of Specifying Telesets.

To specify agents for a teleset

In the All Telesets view, select the record for the teleset to which you add agents who are authorized users of the teleset.
Click the Agents view tab.
In the Agents list, add a new record. The Add Agents dialog box appears, displaying employees who have been added as agents to one or more configurations:
1. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
2. For each agent to associate with the current teleset, click the check box to select this record.
3. Click OK to add all selected agents to the Agents list.
If no Agent Login and Password values exist for a given agent, then you can add this data, as necessary:
1. Click the hyperlink in the Agent field to drill down to the Agent General Profile view.
2. In the Agent General Profile list, enter values for the Agent Login and Password fields.

Specifying Extensions for Telesets

This topic describes how to specify extensions for telesets. After you specify telesets, agents, and extensions, the agent who uses the teleset must specify a default standard extension from the teleset that he or she is associated with. The agent does not have to specify a default standard extension if the teleset is a hoteling teleset. For more information, see Setting Communications User Preferences.

This topic is part of Specifying Telesets.

Note: Extensions are not required for all environments.

The way that you specify extension data varies according to the switch that you use. The following table documents how extension type must be specified for each of the following example switches. For more information about supported switches, see the Certifications tab on My Oracle Support.

Table Extension Type by Switch

Switch Name	Extension	Extension Type
Avaya (Lucent) Definity G3	Specify one extension for each teleset.	S
Nortel Meridian	Specify two extensions for each teleset: one of each type.	S A
Siemens Hicom 300E (Generic CSTA Phase II)	Specify one extension for each teleset.	S

Switch Name

Extension

Extension Type

Avaya (Lucent) Definity G3

Specify one extension for each teleset.

S

Nortel Meridian

Specify two extensions for each teleset: one of each type.

S

A

Siemens Hicom 300E (Generic CSTA Phase II)

Specify one extension for each teleset.

S

To specify extensions for a teleset

Navigate to the Administration - Communications screen, then the All Telesets view.
In the All Telesets view, select the record for the teleset to which you add extensions.
Click the Extensions view tab.
In the Extensions list, add a new record to create a new extension record.
In the Extension field, enter the extension.
In the Extension Type field, specify the type, as required for the switch. Specify type S for Standard DN (also called Primary DN) or type A for ACD DN (also called Position DN).
- For all supported switch types, specify one extension of type S for each teleset.
- For Nortel Meridian switches only, also specify Extension type A for each teleset.

Viewing Extension Data

Use the All Extensions view to view information about the extensions for your telesets or to locate records for particular extensions.

You do not have to enter data in this view, because it displays data that you previously specified in the All Telesets view.

This topic is part of Specifying Telesets.

To view extension data

Navigate to the Administration - Communications screen, then the All Extensions view.

Defining Communications Events

This topic describes how to define communication events. It contains the following information:

You can specify events for your communications configuration. Siebel Communications Server supports three event types:

Event handlers
Event responses
Event logs

In general, you create event logs first, then create event responses and associate event logs with them, then create event handlers and associate event responses with them. You might add parameters for an event response after you create it, and you might also add them after you have associated the event response with a particular event handler. Different procedures are provided for these purposes.

Some event definitions are provided with Siebel Business Applications. Verify whether the events in your communications configuration meet your needs before you modify them or create new events. For more information about the role of events within a communications configuration, see About Communications Configuration Data. For more information about working with communications events, including supported parameters, see Configuring Events and Commands.

Creating Event Logs

This topic describes how to create event logs, using the All Event Logs view.

The Event Responses view tab in the All Event Logs view lets you view the event responses with which the current event log is associated.

This topic is part of Defining Communications Events.

Note: If you are implementing a custom communications driver, then see also Configuring Communications List of Values Types.

To create an event log

Navigate to the Administration - Communications screen, then the All Event Logs view.
In the Event Logs list, add a new record.
In the Name field, enter the name of the event log.
Specify the configuration to associate this event log with:
1. In the Configuration field, click the select button. The Pick Configuration dialog box appears.
2. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
3. Select an existing configuration with which to associate the event log, then click OK.
Enter any optional comments for the event log.

Specifying Event Log Parameters

This topic describes how to add parameters for an event log.

This topic is part of Defining Communications Events.

To add parameters for an event log

Navigate to the Administration - Communications screen, then the All Event Logs view.
In the Event Logs list, select the event log for which you want to add parameters.
Click the Event Log Parameters view tab.
In the Event Log Parameters list, add a new record.
In the Name field, specify the name of the parameter.
You can choose the parameter name from a list or type the name. For a parameter of type group, choose the parameter name, then type the name of the subparameter after the period. The available event log parameters are documented in Event Logs.
In the Value field, enter the value for the parameter.

Creating Event Responses

This topic describes how to create event responses, using the All Event Responses view.

You can associate zero or more event logs with an event response. Some event responses do not need an event log.

The Event Handlers view tab in the All Event Responses view lets you view the event handlers with which the current event response is associated.

The Event Responses view tab in the All Event Logs view lets you view the event responses with which the current event log is associated.

This topic is part of Defining Communications Events.

Note: If you are implementing a custom communications driver, then see also Configuring Communications List of Values Types.

To create an event response

Navigate to the Administration - Communications screen, then the All Event Responses view.
In the Event Responses list, add a new record.
In the Name field, enter the name of the event response.
Specify the configuration to associate this event response with:
1. In the Configuration field, click the select button. The Pick Configuration dialog box appears.
2. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
3. Select an existing configuration with which to associate the event response, then click OK.
Enter any optional comments for the event response.

Specifying Event Response Parameters

This topic describes how to add parameters for an event response.

This topic is part of Defining Communications Events.

To add parameters for an event response

Navigate to the Administration - Communications screen, then the All Event Responses view.
In the Event Responses list, select the event response for which you want to add parameters.
Click the Event Response Parameters view tab.
In the Event Response Parameters list, add a new record.
In the Name field, specify the name of the parameter.
You can choose the parameter name from a list or type the name. For a parameter of type Group, choose the parameter name, then type the name of the subparameter after the period. The available event response parameters are documented in Event Responses.
In the Value field, enter the value for the parameter.

Associating Event Logs with an Event Response

This topic describes how to associate an event log with an event response.

This topic is part of Defining Communications Events.

To associate an event log with an event response

Navigate to the Administration - Communications screen, then the All Event Responses view.
In the Event Responses view, select the event response with which to associate an event log.
Click the Associated Event Logs view tab.
In the Associated Event Logs list, add a new record.
Specify the event log to associate with this event response:
1. In the Name field, click the select button. The Pick Event Log dialog box appears, displaying existing event logs associated with the same configuration as the event response.
2. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
3. Select an event log with which to associate the event response, then click OK.
In the Log Type field, specify the type for this log.
The available types are AddLog, ContextLog, FindLog, Log, MultiLog, and SingleLog. For more information, see the parameter descriptions for these elements in Event Responses.

Creating Event Handlers

This topic describes how to create event handlers, using the All Event Handlers view.

Associating an event response to an event handler is optional. The Event Handlers view tab in the All Event Responses view lets you view the event handlers with which the current event response is associated.

The Associated Event Logs view tab in the All Event Handlers view lets you associate an event log with the event response that is associated with the current event handler. The procedure is the same as that described in Creating Event Responses.

In Step 6 in the following procedure, associating a profile with an event handler is optional. It can help you avoid collisions if the same device event is available in multiple drivers.

This topic is part of Defining Communications Events.

Note: If you are implementing a custom communications driver, then see also Configuring Communications List of Values Types.

To create an event handler

Navigate to the Administration - Communications screen, then the All Event Handlers view.
In the Event Handlers list, add a new record.
In the Name field, enter the name of the event handler.
Specify the configuration to associate this event handler with:
1. In the Configuration field, click the select button. The Pick Configuration dialog box appears.
2. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
3. Select an existing configuration with which to associate the event handler, then click OK.
Specify the event response to associate this event handler with:
1. In the Event Response field, click the select button. The Pick Event Response dialog box appears, displaying existing event responses associated with the same configuration as the event handler.
2. Select an event response with which to associate the event handler, then click OK.
Optionally, specify the profile to associate this event handler with:
1. In the Profile field, click the select button. The Pick Profile dialog box appears, displaying existing profiles associated with the same configuration as the event handler.
2. Select a profile with which to associate the event handler, then click OK.
  The name of the communications driver for the profile is displayed along with that of the profile.
  
  Note: If you change or remove a profile associated with a configuration, then you must update the values in the Profile field for the configuration’s event handlers.
In the Device Event field, enter the name of the device event this event handler matches.
The device events that you can specify are those supported by the communications driver for the associated profile, or special events.
In the Order field, specify an integer representing the order in which this event handler is checked, relative to other event handlers specifying the same device event.
Enter any optional comments for the event handler.

Specifying Event Handler Parameters

This topic describes how to add parameters for an event handler.

This topic is part of Defining Communications Events.

To add parameters for an event handler

Navigate to the Administration - Communications screen, then the All Event Handlers view.
In the Event Handlers list, select the event handler for which you want to add parameters.
Click the Event Handler Parameters view tab.
In the Event Handler Parameters list, add a new record.
In the Name field, specify the name of the parameter.
You can choose the parameter name from a list or type the name. For a parameter of type Group, choose the parameter name, then type the name of the subparameter after the period. The available event handler parameters are documented in Event Handlers.
In the Value field, enter the value for the parameter.

Specifying Parameters for the Event Response Associated with an Event Handler

This topic describes how to add parameters for the event response associated with an event handler.

This topic is part of Defining Communications Events.

To add parameters for the event response associated with an event handler

Navigate to the Administration - Communications screen, then the All Event Handlers view.
In the Event Handlers list, select the event handler for whose associated event response you want to add parameters.
Click the Event Response Parameters view tab.
In the Event Response Parameters list, add a new record.
In the Name field, specify the name of the parameter.
You can choose the parameter name from a list or type the name. For a parameter of type Group, choose the parameter name, then type the name of the subparameter after the period. The available event response parameters are documented in Event Responses.
In the Value field, enter the value for the parameter.

Defining Communications Commands

This topic describes how to define communication commands. It contains the following information:

You can specify commands for your communications configuration. Siebel Communications Server supports two command types:

Commands
Command data definitions

In general, you create command data definitions first, then create commands and associate command data definitions with them. In some contexts, the term command data refers to a command data definition. You might add parameters for a command data definition after you create it, and you might also add them after you have associated the command data definition with a particular command. Different procedures are provided for these purposes.

Associating a command data definition to a command is optional. For example, group commands, which contain subcommands, do not need a command data definition. (A group command is a command that includes subcommands.)

Some commands and command data definitions are provided with Siebel Business Applications. Verify whether the commands in your communications configuration meet your needs before you modify them or create new commands.

For more information, see the following:

For more information about the role of commands within a communications configuration, see About Communications Configuration Data.
For more information about configuring commands for the communications toolbar and for communications menu items, see Configuring User Interface Elements.
For more information about working with communications commands, including supported parameters, see Configuring Events and Commands.

Creating Command Data Definitions

This topic describes how to create command data definitions, using the All Command Data view.

The Commands view tab in the All Command Data view lets you view the commands with which the current command data definition is associated.

This topic is part of Defining Communications Commands.

Note: If you are implementing a custom communications driver, then see also Configuring Communications List of Values Types.

To create a command data definition

Navigate to the Administration - Communications screen, then the All Command Data view.
In the Command Data list, add a new record.
In the Name field, enter the name of the command data definition.
Specify the configuration to associate this command data definition with:
1. In the Configuration field, click the select button. The Pick Configuration dialog box appears.
2. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
3. Select an existing configuration with which to associate the command data definition, then click OK.
Enter any optional comments for the command data definition.

Specifying Command Data Parameters

This topic describes how to add parameters for a command data definition.

This topic is part of Defining Communications Commands.

To add parameters for a command data definition

Click the Command Data Parameters view tab.
In the Command Data Parameters list, add a new record.
In the Name field, specify the name of the parameter.
You can choose the parameter name from a list or type the name. For a parameter of type Group, choose the parameter name, then type the name of the subparameter after the period. The available command data parameters are documented in Command Data.
In the Value field, enter the value for the parameter.

Creating Commands

This topic describes how to create commands, using the All Commands view.

The Commands view tab in the All Command Data view lets you view the commands with which the current command data definition is associated.

This topic is part of Defining Communications Commands.

In Step 5 in the following procedure, associating a command data definition to a command is optional. For example, group commands, which contain subcommands, do not need a command data definition. (A group command is a command that includes subcommands.)

In Step 6 in the following procedure, associating a profile with a command is optional. It can help you avoid collisions if the same device command is available in multiple drivers.

Note: If you are implementing a custom communications driver, then see also Configuring Communications List of Values Types.

To create commands

Navigate to the Administration - Communications screen, then the All Commands view.
In the Commands list, add a new record.
In the Name field, enter the name of the command.
Specify the configuration to associate this command with:
1. In the Configuration field, click the select button to display the Pick Configuration dialog box.
2. Select an existing configuration to associate with the command, then click OK.
Optionally, specify the command data to associate with this command:
1. In the Command Data field, click the select button. The Pick Command Data dialog box appears, displaying existing command data definitions associated with the same configuration as the command.
2. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
3. Select a command data definition to associate with the command, then click OK.
Optionally, specify the profile to associate this command with:
1. In the Profile field, click the select button. The Pick Profile dialog box appears, displaying existing profiles associated with the same configuration as the command.
2. Select a profile to associate with the command, then click OK.
  The name of the communications driver for the profile is displayed along with that of the profile.
Enter any optional comments for the command.

Specifying Subcommands for a Group Command

This topic describes how to specify subcommands for a group command. (A group command is a command that includes subcommands.) For more information about group commands that specify subcommands, see Communications Group Commands in the Communications Toolbar.

This topic is part of Defining Communications Commands.

Note: When you specify subcommands for a group command, do not specify invalid recursive relationships between subcommands and group commands. For example, do not specify a subcommand that is itself a group command for which the current group command is specified as a subcommand. A relationship like this invalidates the communications configuration when it is loaded for an agent’s session and disables the communications toolbar.

To specify subcommands for a group command

Navigate to the Administration - Communications screen, then the All Commands view.
In the Commands list, create or select a command to which you add subcommands.
Click the Subcommands view tab.
In the Subcommands list, add a new record.
In the Subcommands field, click the select button to display the Pick Command dialog box.
Select an existing command to serve as a subcommand for the current command, then click OK.
Specify the order for the subcommand.
Repeat Step 4 through Step 7, as necessary, for each subcommand.

Specifying Command Parameters

This topic describes how to add parameters for a command.

This topic is part of Defining Communications Commands.

To add parameters for a command

Navigate to the Administration - Communications screen, then the All Commands view.
In the Commands list, select a command to which you add parameters.
Click the Command Parameters view tab.
In the Command Parameters list, add a new record.
In the Name field, specify the name of the parameter.
You can choose the parameter name from a list or type the name. For a parameter of type Group, choose the parameter name, then type the name of the subparameter after the period. The available command parameters are documented in Commands.
For example, the DeviceCommand parameter lets you specify a device command to execute, such as for a communications driver to pass on to an external communications package such as CTI middleware.
In the Value field, enter the value for the parameter.

Specifying Parameters for the Command Data Definition Associated with a Command

This topic describes how to add parameters for the command data definition associated with a command.

This topic is part of Defining Communications Commands.

To add parameters for the command data definition associated with a command

Navigate to the Administration - Communications screen, then the All Commands view.
In the Commands list, select a command for which you are adding parameters to the associated command data definition.
Click the Command Data Parameters view tab.
In the Command Data Parameters list, add a new record.
In the Name field, specify the name of the parameter.
You can choose the parameter name from a list or type the name. For a parameter of type Group, choose the parameter name, then type the name of the subparameter after the period. The available command data parameters are documented in Command Data.
In the Value field, enter the value for the parameter.

Exporting and Importing Communications Configuration Data

This topic describes how to export and import configuration data. It contains the following information:

Siebel Communications Server provides import and export mechanisms that enable administrators to move communications configuration data between the database and ASCII text files. You can use these mechanisms to:

Move configuration data between databases or between communications configurations within the same database
Move configuration data and custom communications drivers obtained from another source such as a third-party vendor into Siebel Communications Server
Edit or enter data in text files rather than directly within the Administration - Communications screen

For more information about adding custom communications drivers, see Configuring Communications Drivers and Profiles.

The basic options for exporting and importing are as follows:

Export communications configuration data from the database to a DEF file
Import communications configuration data into the database from a DEF file (or from an INI file exported from a previous release)

The following table describes how driver and profile parameters are handled by the import process from a DEF file to the database.

Table Parameter Management by the Import Process

If the parameter ... For example ...

If the parameter ...	For example ...
Does not exist in the database, then the import process adds it.	If the DEF file contains an entry: `Driver:MessageInterval = "1000"` then the import process updates the database as follows: `Driver:MessageInterval = "1000"`
Exists in the database, then the import process updates it.	If the database contains an entry: `MessageInterval = "500"` and the DEF file contains an entry: `Driver:MessageInterval = "1000"` then the import process updates the database as follows: `Driver:MessageInterval = "1000"`
Is deleted from the DEF file, then it remains in the database after the import process is completed.	If both the DEF file and the database contain the entry: `Driver:MessageInterval = "1000"` but then you delete the entry from the DEF file and run the import process, then the database retains the entry that you deleted from the DEF file.

Does not exist in the database, then the import process adds it.

If the DEF file contains an entry: