Overview of Communications Session Manager

The Communications Session Manager supports multichannel user-interactive sessions for agents using the communications toolbar for voice, email, or other types of work items. It manages agent sessions, for which applicable interactive communications drivers are loaded into memory.

For most Siebel client deployment choices, the Communications Session Manager must be available for the instances of the Application Object Manager that connect to it for each agent’s communications session.

In each case, the component that is employed is identified through the applicable data source for the Siebel application session. For each data source, a specific Siebel Gateway, Siebel Enterprise Server, and Siebel Server are associated. The Communications Session Manager component must be enabled and running on this Siebel Server.

Alternatively, you can specify the following communications configuration parameters, to identify the Communications Session Manager to use:

• GatewayAddress. Specify the Siebel Gateway. For example, specify a value like gateway-host.

• EnterpriseServer. Specify the Siebel Enterprise Server. For example, specify a value like siebel.

• RequestServer. Specify the Siebel Server. For example, specify a value like server-host.

• CommSessionMgr. Specify the Communications Session Manager. For example, specify a value like CommSessionMgr.

If an agent logs in using a configuration containing these parameters, then the agent is connected to the component identified by these values. For more information about these parameters, see Specifying Parameters for a Communications Configuration.

For information about how the CommLocalDriver parameter relates to the Communications Session Manager component, see Parameters for Application Object Manager and Siebel Developer Web Client.