概要信息：

Siebel Innovation Pack 2013
Version 8.1/8.2
September 2013
Siebel CTI Administration 
Guide
 
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Siebel CTI Administration Guide Version 8.1/8.2 3
Contents
Siebel CTI Administration Guide 1
Chapter 1: What’s New in This Release
Chapter 2: Overview of Siebel CTI and Related Products
About Siebel CTI and Siebel Communications Server 15
Siebel Product Modules That Use Siebel Communications Server 16
About Siebel CTI 16
About Siebel Chat 17
About Siebel Email Response and Outbound Communications 17
About Siebel Workflow 17
About Siebel Communications Server Architecture 18
About Communications Configuration Data 19
Types of Communications Configuration Data 19
Communications Configuration Requirements for Siebel Modules 22
Process of Configuring Siebel CTI 24
Determining Your Communications Deployment Needs 24
Setting Up Your External Communications System 25
Setting Up Your Siebel Server Software for Siebel CTI 26
Defining Siebel Communications Server Configuration Data 27
Putting Siebel CTI into Production 29
Chapter 3: Configuring Communications Drivers and 
Profiles
About Communications Drivers and Profiles 31
Communications Drivers Provided with Siebel Business Applications 32
Communications Drivers and Third-Party Systems 32
Communications Driver Settings 34
Communications Driver Files and Database Records 34
Communications Drivers and Channels 36
Inbound and Outbound Drivers 36
Interactive Drivers 37
Icon Files for Interactive Communications Drivers 37
About Profiles for Communications Drivers 38
Contexts of Use for Communications Profiles 38
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4 
Configuring Communications Drivers and Profiles 39
Specifying Driver Parameter Values 39
Field Types for Driver Parameters 40
Setting Driver Parameter Default Values 40
Defining Communications Profiles 41
Specifying Parameter Override Values for Profiles 41
Adding a Custom Communications Driver 42
Chapter 4: Configuring Siebel CTI
About Configuring Siebel CTI 43
Creating or Modifying a Communications Configuration 44
Copying or Deleting a Communications Configuration 45
Viewing All Communications Configuration Data 46
Specifying Parameters for a Communications Configuration 46
Parameters for Communications Configurations 47
Specifying Agents 55
Relationship of Agents and Telesets for Siebel CTI 55
Agents and Automated Call Distributor Queue Settings 55
Specifying Agents for Communications Configurations 56
Configuring Agents 57
Specifying Telesets 58
Teleset Naming and Hoteling Considerations 59
Specifying Telesets, Agents, and Extensions 59
Specifying Agents for Telesets 60
Specifying Extensions for Telesets 60
Viewing Extension Data 61
Defining Communications Events 62
Creating Event Logs 62
Specifying Event Log Parameters 63
Creating Event Responses 63
Specifying Event Response Parameters 64
Associating Event Logs with an Event Response 64
Creating Event Handlers 65
Specifying Event Handler Parameters 66
Specifying Parameters for the Event Response Associated with an Event Handler 67
Defining Communications Commands 67
Creating Command Data Definitions 68
Specifying Command Data Parameters 69
Creating Commands 69
Specifying Subcommands for a Group Command 70
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Siebel CTI Administration Guide Version 8.1/8.2 5
Specifying Command Parameters 71
Specifying Parameters for the Command Data Definition Associated with a Command 71
Exporting and Importing Communications Configuration Data 72
Exporting Communications Configuration Data 73
Importing Communications Configuration Data 74
Communications DEF Files 76
Example Section from a DEF File 76
Chapter 5: Configuring Events and Commands
About Events and Commands 79
Communications Definition Data in the Database 80
Communications Data Sets 80
Event and Command Definitions 81
Event and Command Parameters 82
Wildcard Characters in Event and Command Parameters 83
Special Events for Device Events 83
Special Event Attributes 84
List of Special Events 85
Special Commands for Device Commands 87
List of Special Commands 87
Special Command Parameters 92
Examples of Special Commands 92
Event Handlers 93
Event Handler Parameters 95
Handling an Inbound Call Received by an Agent 99
Event Responses 100
Event Response Parameters 102
Event Response Example 113
Event Logs 113
Event Log Parameters 114
Commands 116
Hierarchical Commands (Commands and Subcommands) 117
Command Parameters 119
Command Data 128
Chapter 6: Configuring User Interface Elements
About Communications Toolbar Configuration 135
Communications Toolbar Items, Commands, and Methods 136
Communications Toolbar Commands and Bitmaps 137
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Modifying the Communications Toolbar 139
Modifying the Function of an Existing Toolbar Button 140
Modifying the Appearance of an Existing Toolbar Button 141
Moving, Adding, or Removing a Toolbar Button 142
Communications Toolbar Buttons and Commands 142
How Communications Toolbar Buttons Work 143
Command Parameters Affecting Communications Toolbar Buttons 143
Communications Group Commands in the Communications Toolbar 144
ToolTip Text for the Communications Toolbar 144
Configuring Communications Menu Commands 145
Communications Submenu and Applet-Level Menu 145
Command Parameters Affecting Communications Menu Items 145
Communications Group Commands in Menus 146
Communications Menu Items and Device Commands 147
Configuring Communications List of Values Types 147
List of Values Type for Channel Type 148
List of Values Type for ACD Queues 148
List of Values Type for Reason Code 149
List of Values Types for Event Parameters 149
List of Values Types for Command Parameters 150
Chapter 7: Configuring Advanced Communications 
Features
Using Macro Expansion for Character Fields 151
Macro-Expansion Syntax Elements 152
Macros for Parameter Values 152
Macro Expansion with Phone Numbers 158
Work Item Attributes 160
Macro-Expansion Examples 164
Working with Dialing Filters 165
Configuring Telesets for Hoteling 168
Configuring Multitenancy 169
Setting the MultiTenancy Configuration Parameter 169
Organization Visibility and Positions 170
Configuring Communications Login and Logout 172
Automatic and Manual Login and Logout 172
Login and Logout Command Configuration 173
Configuring Remote Transfers and Conferences 175
Creating Communications Configurations 175
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Specifying Dialing Filters 175
Using Macros to Identify Remote Call Centers 176
Using the Push Keep Alive Driver for Session Connections 178
Using Business Services with Siebel Communications Server 181
Invoking Siebel Communications Server Business Service Methods 182
About Using Business Services with Events and Commands 183
Invoking a Command Through the Business Service Model 183
Invoking a Business Service Method from a Command 184
Invoking a Business Service Method from an Event Handler 185
Invoking a Business Service Method from an Event Response 186
Integrating with Siebel Scripting Languages 187
Integrating Scripting Using Server and Browser Scripts 188
Integrating Scripting Using Server Scripts 191
Integrating with Siebel SmartScript 193
Invoking Siebel SmartScript Through Siebel CTI 193
Displaying Communications Parameter Data in Siebel SmartScript 194
Integrating with the Customer Dashboard 194
Generating Contact Center Telephony Analytics Reports 196
Viewing Communications Status Data 197
Viewing Agent Status Data 197
Viewing Channel Status Data 198
Chapter 8: Administering Siebel Communications Server
Siebel Server Requirements for Siebel Communications Server 199
Server Components for Siebel Communications Server 199
Running Siebel Communications Server in Heterogeneous Server Environments 200
Using Siebel Server Load Balancing with Siebel Communications Server 201
Enabling Session Communications 201
About Communications Session Modes 202
Prerequisites for Enabling Session Communications 202
Parameters for Application Object Manager and Siebel Developer Web Client 203
Parameters for Communications Session Manager 211
Enabling Communications Sessions for Siebel Web Client 212
Enabling Communications Sessions for Siebel Developer Web Client 212
Administering Communications Session Manager 213
Administering Communications Configuration Manager 214
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Chapter 9: Communications Operations for End Users
Setting Communications User Preferences 217
Specifying Communications Preferences 218
Preference Settings for Communications 218
Logging In to or Out of an ACD Queue 222
Using the Communications Toolbar 223
Displaying the Communications Toolbar 223
Communications Toolbar Controls 224
Logging In to and Out of the Communications System 226
Receiving Inbound Work Items 226
Initiating Work Items 227
Transferring or Conferencing Work Items 228
Pausing and Resuming Work Items 230
Forwarding Work Items 230
Changing the Ready State 231
Using Communications Menu Commands 232
Using the Menu Commands for Displaying Error Messages 233
Using the Menu Command for Refreshing the Communications Toolbar 234
Chapter 10: Using the Virtual CTI Driver
About the Virtual CTI Driver 235
Process of Integrating with the Virtual CTI Driver 235
Virtual CTI Driver Parameters 236
Virtual CTI Driver Commands 244
Virtual CTI Driver Events 253
Appendix A: Developing a Communications Driver
Required Skills for Adaptive Communications Developer 261
Custom Driver Upgrade Issues 261
Adaptive Communications Design 262
Communications Drivers 262
Adaptive Communications Architecture 263
Adaptive Communications Event and Command Model 264
Initialization of Communications Drivers 264
Driver Parameters and Initialization 266
Driver Event Attributes 266
Siebel Adaptive Communications API Reference 267
Handles for Adaptive Communications 268
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Constants for Communications Drivers 268
Data Types for Communications Drivers 272
Methods of ISC_CLIENT_HANDLE 273
Methods of ISC_DRIVER_HANDLE 276
Methods of ISC_SERVICE_HANDLE 278
Testing Communications Drivers 280
Appendix B: Siebel Communications Server Business 
Services
About Business Services for Siebel Communications Server 283
Communications Client Methods 283
Arguments for Communications Client Methods 284
Communications Session Manager Methods 290
Arguments for Communications Session Manager Methods 292
Appendix C: Views for Communications Administration
Views for Defining Configurations, Drivers, Profiles, Agents, and Telesets 305
Views for Defining Events 306
Views for Defining Commands 306
View for Exploring Configurations 306
Views for Generating Reports or Reviewing Run-time Status Data 306
View for Specifying Settings for Notifications (Message Broadcasts) 307
Views for Siebel Email Response 307
View for Siebel Chat 307
Index
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Siebel CTI Administration Guide Version 8.1/8.2 11
1 What’s New in This Release
Siebel CTI Administration Guide describes how to configure Siebel CTI (computer telephony 
integration) for Siebel Business Applications.
What’s New in Siebel CTI Administration Guide, Version 8.1/8.2
Table 1 lists the changes described in this version of the documentation to support this release of the 
software. The new features described in Table 1 are available in Siebel CRM version 8.1.1.11, Siebel 
CRM version 8.2.2.4, and later.
Table 1. What’s New in Siebel CTI Administration Guide, Version 8.1/8.2
Topic Description
“Parameters for Communications 
Configurations” on page 47
Modified topic:
■ Removed the description of the parameter Accessibility. This 
parameter no longer applies. Accessibility for the 
communications toolbar is always enabled for deployments 
using Siebel Open UI.
■ Added a description of the new parameter 
RetryBeforeStopPush.
■ Added a description of the new parameter StopPushString.
Siebel CTI Administration Guide Version 8.1/8.2
What’s New in This Release ■ 
12 
What’s New in Siebel CTI Administration Guide, Version 8.1, Rev. B
Table 2 lists the changes described in this version of the documentation. (Version 8.1, Rev. B of this 
guide was for Siebel CRM version 8.1.1.10.)
Table 2. What’s New in Siebel CTI Administration Guide, Version 8.1, Rev. B
Topic Description
“Parameters for Communications 
Configurations” on page 47
Modified topic:
■ Added a description of the new parameter Accessibility. 
This parameter is available only for deployments using 
Siebel Open UI. For Siebel Open UI, accessibility is enabled 
for the communications toolbar by default. (This parameter 
no longer applies, as of version 8.1.1.11 and later. 
Accessibility for the communications toolbar is always 
enabled.)
■ Added a description of the new parameter AutoLoadDriver. 
The ability to set this parameter to False is available only 
for deployments using Siebel Open UI. 
■ Updated the description of the parameter 
CallFromUICommand. Some new functionality applies only 
to deployments using Siebel Open UI.
“Preference Settings for 
Communications” on page 218
Modified topic. Updated the information for the Sound File user 
preference.
What’s New in This Release ■
Siebel CTI Administration Guide Version 8.1/8.2 13
What’s New in Siebel CTI Administration Guide, Version 8.2, Rev. B
Table 3 lists the changes described in this version of the documentation. (Version 8.2, Rev. B of this 
guide was for Siebel CRM version 8.2.2.3.)
Additional Information
User interface references in this guide assume that you are using Siebel Open UI.
NOTE: The procedures in this guide assume that you do not use left-hand navigation. However, you 
can set up left-hand navigation. For more information about left-hand navigation and about 
implementing it, see Siebel Fundamentals for Siebel Open UI.
Table 3. What’s New in Siebel CTI Administration Guide, Version 8.2, Rev. B
Topic Description
“Parameters for Communications 
Configurations” on page 47
Modified topic:
■ Added a description of the new parameter Accessibility. 
This parameter is available only for deployments using 
Siebel Open UI. For Siebel Open UI, accessibility is enabled 
for the communications toolbar by default. (This parameter 
no longer applies, as of version 8.2.2.4 and later. 
Accessibility for the communications toolbar is always 
enabled.)
■ Added a description of the new parameter AutoLoadDriver. 
The ability to set this parameter to False is available only 
for deployments using Siebel Open UI. 
■ Updated the description of the parameter 
CallFromUICommand. Some new functionality applies only 
to deployments using Siebel Open UI.
“Preference Settings for 
Communications” on page 218
Modified topic. Updated the information for the Sound File user 
preference.
Siebel CTI Administration Guide Version 8.1/8.2
What’s New in This Release ■ 
14 
Siebel CTI Administration Guide Version 8.1/8.2 15
2 Overview of Siebel CTI and 
Related Products
This chapter provides an overview of Siebel CTI and related products. It includes the following topics:
■ About Siebel CTI and Siebel Communications Server on page 15
■ Siebel Product Modules That Use Siebel Communications Server on page 16
■ About Siebel Communications Server Architecture on page 18
■ About Communications Configuration Data on page 19
■ Process of Configuring Siebel CTI on page 24
About Siebel CTI and Siebel 
Communications Server
Siebel Business Applications provide an infrastructure to support communications functionality for 
Siebel application users, including Siebel CTI (Computer Telephony Integration). Siebel CTI works 
with CTI middleware products, which integrate with telephony systems so that agents can make or 
receive voice calls through the Siebel application. 
Other types of communications can also be supported for some deployments. For more information 
about products that use Siebel Communications Server, see “Siebel Product Modules That Use Siebel 
Communications Server” on page 16.
The term Siebel Communications Server refers to the set of Siebel Server components and related 
features that support the functionality described in this book and the functionality described in Siebel 
Chat Guide and Siebel Email Administration Guide. The key server components are part of the 
Communications Management component group. Communications drivers provide the interface to 
the communications system with which you are integrating. Several drivers are provided with Siebel 
Business Applications. Where appropriate, you can create custom drivers for third-party products, 
by using the Adaptive Communications API.
The types of communications supported by Siebel Communications Server include the following:
■ Session-based or interactive communications. Supports multichannel interactive 
communications for call or contact center agents who use the communications toolbar to make 
or receive voice calls through Siebel CTI and CTI middleware products. This capability is 
described in this book. Siebel Chat, which is described in Siebel Chat Guide, also uses session-
based communications.
■ Inbound communications. Supports integrating to third-party email servers and processing 
inbound email, for Siebel Email Response deployments. For more information, see Siebel Email 
Administration Guide.
■ Outbound communications. Supports integrating to a variety of third-party communications 
systems such as email servers to send outbound communications. For more information, see 
Siebel Email Administration Guide.
Siebel CTI Administration Guide Version 8.1/8.2
Overview of Siebel CTI and Related Products ■ Siebel Product Modules That Use Siebel 
Communications Server
16 
NOTE: Your Siebel implementation might not have all the features described in this guide, depending 
on which software modules you have purchased.
Siebel Product Modules That Use Siebel 
Communications Server
This topic provides high-level information about how Siebel Communications Server works with 
closely related product modules. Several Siebel modules use the Communications Server 
infrastructure to support certain functionality for the Siebel Business Applications.
Communications Server functionality is not limited to what is described in the following topics. Many 
specific features of Siebel Business Applications that involve Siebel Communications Server are 
discussed throughout this book. However, some of these features are described in greater detail in 
Siebel Email Administration Guide.
For example, customers using an application like Siebel Call Center might implement Siebel CTI or 
Siebel Email Response. You can use the customer dashboard feature and Siebel SmartScript with 
these modules. You might also implement Siebel Communications Server in order to support the 
Send Email or Send Fax commands. 
This topic contains the following information:
■ “About Siebel CTI” on page 16
■ “About Siebel Chat” on page 17
■ “About Siebel Email Response and Outbound Communications” on page 17
■ “About Siebel Workflow” on page 17
About Siebel CTI
Siebel CTI (Computer Telephony Integration) provides voice-channel support for call center agents 
using Siebel Business Applications. Integration with a third-party CTI middleware package provides 
CTI capabilities. Use communications administration views to configure aspects of the integration, 
such as to define telesets and associate them with agents.
The Communications Session Manager handles CTI communications. Agents are notified of incoming 
calls through the communications toolbar and can perform a range of call-handling activities using 
the toolbar and related menu commands.
Call routing can be handled by the ACD (Automatic Call Distributor), by the CTI middleware, or by a 
third-party vendor’s queuing engine that has been integrated with Siebel Communications Server. 
CTI functionality is optionally available through Oracle Contact On Demand (serving as the CTI 
middleware) and the Virtual CTI communications driver. For more information about this driver, see 
Chapter 10, “Using the Virtual CTI Driver.”
Where appropriate, you can create custom drivers for third-party CTI middleware products, by using 
the Adaptive Communications API. For more information, see Appendix A, “Developing a 
Communications Driver.”
Overview of Siebel CTI and Related Products ■ Siebel Product Modules That Use Siebel
Communications Server
Siebel CTI Administration Guide Version 8.1/8.2 17
About Siebel Chat
Siebel Chat is a customer-contact channel whereby users in real time can chat with a customer 
service representative (otherwise known as an agent). Siebel Chat can use Oracle Contact On 
Demand and the Virtual CTI communications driver or use a custom communications driver with a 
third-party chat product. For more information about this driver, see Chapter 10, “Using the Virtual 
CTI Driver.” For more information about Siebel Chat, see Siebel Chat Guide.
About Siebel Email Response and Outbound 
Communications
Siebel Email Response allows agents to receive and reply to inbound email messages. Siebel 
Business Applications provide communications drivers that integrate with a variety of email servers 
that support SMTP, IMAP, and POP3 protocols. Communications administrators configure profiles, 
response groups, and workflows to determine how to process inbound email messages. You can 
configure Siebel Assignment Manager, with Siebel Workflow, to route inbound email.
The Communications Inbound Receiver and Communications Inbound Processor components receive 
and process inbound email communications. The Communications Outbound Manager component 
sends outbound email for agent replies and other outbound communications. To enable inbound and 
outbound communications functionality, you must configure profiles for one of the communications 
drivers for email. For more information about Siebel Email Response and other outbound 
communications capabilities, see Siebel Email Administration Guide.
Outbound communications capabilities include the following:
■ Agents can send email replies to inbound messages, using Siebel Email Response. 
■ Agents and other Siebel application users can use the Send Email, Send Fax, and Send Wireless 
Message commands. Alternatively, you can configure Send Email as a client integration that does 
not use the Communications Outbound Manager server component. (Send Page is also available 
but uses the Page Manager component.) 
■ The ability to send communications content to designated recipients using outbound 
communication requests. Users can create and submit communication requests manually 
through the user interface, or requests can be created and submitted programmatically. Several 
Siebel modules invoke business service methods through workflows to send outbound 
communications.
About Siebel Workflow
Siebel Workflow is a Siebel CRM module that can work closely with Siebel Communications Server. 
Business service methods, such as those for the Communications Client business service, can be 
invoked from workflow processes to serve a variety of purposes.
Siebel CTI Administration Guide Version 8.1/8.2
Overview of Siebel CTI and Related Products ■ About Siebel Communications Server 
Architecture
18 
For more information, see “Using Business Services with Siebel Communications Server” on page 181 
and Appendix B, “Siebel Communications Server Business Services.” For more information about 
workflow processes and design, see Siebel Business Process Framework: Workflow Guide. Outbound 
communications capabilities can also be accessed through business services and workflow processes. 
For more information about workflow processes and Siebel Email Response, see Siebel Email 
Administration Guide.
About Siebel Communications Server 
Architecture
Figure 1 illustrates the overall architecture of the communications infrastructure for the Siebel 
Business Applications, in particular for Siebel CTI deployments. For information about how email, 
fax, and paging are integrated into the communications infrastructure, see Siebel Email 
Administration Guide.
NOTE: The Siebel Developer Web Client is supported for administration, development, and 
troubleshooting usage scenarios only.
Figure 1. Architecture of Communications Infrastructure
Overview of Siebel CTI and Related Products ■ About Communications Configuration
Data
Siebel CTI Administration Guide Version 8.1/8.2 19
About Communications Configuration 
Data
The Administration - Communications screen allows administrators to configure several kinds of 
communications data.
Sample communications configuration data is provided in the Siebel database. You can modify the 
preconfigured (out of the box) data, or create new data, to customize Siebel Communications Server 
and the Siebel Business Applications to support the communications channels you use and to support 
your business processes. You can also find the sample communications configuration data in the 
Siebel Sample Database.
This topic contains the following information:
■ “Types of Communications Configuration Data” on page 19
■ “Communications Configuration Requirements for Siebel Modules” on page 22
Types of Communications Configuration Data
Figure 2 shows key kinds of configuration data that you work with in the Administration - 
Communications screen. This data enables you to specify communications functionality within the 
Siebel Business Applications. One-to-one, one-to-many, and many-to-many relationships between 
elements are represented by the connector lines.
Figure 2. Overview of Communications Configuration Elements
Siebel CTI Administration Guide Version 8.1/8.2
Overview of Siebel CTI and Related Products ■ About Communications Configuration 
Data
20 
Table 4 on page 20 identifies communications elements that you create in the process of configuring 
Siebel Communications Server, indicating where the element is created, configured, or specified. 
Unless otherwise noted, the application views identified are in the Administration - Communications 
screen. For more information about communications templates and response groups, which are 
shown in Figure 2 on page 19, see Siebel Email Administration Guide.
This topic is part of “About Communications Configuration Data” on page 19.
Table 4 describes the major Siebel CTI configuration elements in relation to other elements and 
identifies the Siebel application view in which each type of element is created or configured. See also 
Figure 2 on page 19.
Table 4. Communications Configuration Elements
Configuration 
Element Description
How Related to 
Other Configuration 
Elements
Siebel View for 
Creating or 
Configuring Element
Communications 
configuration
A set of related data for 
communications, used 
for agents working with 
channels such as voice 
or email. Includes 
parameters.
Parent of event 
handler, event 
response, event log, 
command, and 
command data.
Associated with profile 
and agent.
All Configurations
Communications 
driver
(Drivers are 
database records 
that reference files 
such as library files.)
Usually a library file 
that Communications 
Server uses to 
interface to a 
communications 
system, such as voice 
or email. Includes 
parameters.
Parent of profile. Communications Drivers 
and Profiles
Profile A definition that 
provides access to a 
communications driver 
for specific contexts. 
Includes overrides for 
driver parameter.
Child of 
communications driver.
Associated with 
configuration, event 
handler, and 
command.
Communications Drivers 
and Profiles
Agent A contact center agent, 
manager, or other user 
in a communications 
configuration. Can 
optionally use multiple 
communications 
channels.
Derived from 
employee.
Associated with 
configuration, teleset 
(for voice agents), and 
ACD queue (for voice 
agents).
All Configurations
Agent General Profile
All Telesets
Overview of Siebel CTI and Related Products ■ About Communications Configuration
Data
Siebel CTI Administration Guide Version 8.1/8.2 21
ACD queue
(agent queue)
A queue on the ACD 
that agents can log in 
to. Agents can also log 
in to multiple queues.
Agents can log in to 
queues automatically, 
from the 
communications 
toolbar, or from the 
User Preferences 
screen.
Associated with agent 
(for voice agents).
Administrators:
■ List of Values 
(Administration - 
Data screen)
■ Agent General 
Profile 
(Administration - 
Communications 
screen)
End users (User 
Preferences screen):
■ Communications
Teleset A physical phone 
device such as one 
used in a call center. 
Optionally, you can 
specify a host name for 
shared telesets used in 
hoteling scenarios.
Parent of extension.
Associated with agent 
(for agents using the 
voice channel).
All Telesets
Extension An extension for a 
teleset.
Child of teleset. All Telesets
Event handler A definition that 
provides a means of 
evaluating information 
received from the 
communications driver. 
Includes parameters.
Child of configuration.
Associated with profile 
and event response.
All Configurations
All Event Handlers
Event response A definition of the 
response invoked by 
the event handler. 
Includes parameters.
Child of configuration.
Associated with event 
handler and event log.
All Event Responses
Event log A definition that 
specifies logging 
behavior for event 
response. Includes 
parameters.
Child of configuration.
Associated with event 
response.
All Event Logs
Table 4. Communications Configuration Elements
Configuration 
Element Description
How Related to 
Other Configuration 
Elements
Siebel View for 
Creating or 
Configuring Element
Siebel CTI Administration Guide Version 8.1/8.2
Overview of Siebel CTI and Related Products ■ About Communications Configuration 
Data
22 
Communications Configuration Requirements for Siebel 
Modules
Much of the communications configuration data that this chapter is concerned with, particularly for 
Siebel CTI, involves sets of data organized under a type of record called a communications 
configuration. Used as a noun, this term (sometimes shortened to configuration) refers to these 
records and to associated elements such as configuration parameters, agents, telesets, profiles, 
commands, and events. 
For a Siebel CTI deployment, then you must create or use a communications configuration, such as 
a predefined multichannel configuration. For more information, see “About Siebel CTI” on page 16.
This topic is part of “About Communications Configuration Data” on page 19.
For information about additional kinds of configuration data related to communications, see “Types 
of Communications Configuration Data” on page 19.
Communications drivers and profiles, through which Siebel Communications Server can interface 
with external systems, are part of the communications configuration data. Examples of external 
systems include Oracle Contact On Demand, CTI middleware, and email servers. Communications 
drivers are usually based on library files, such as DLL (Dynamic Link Library) files on Microsoft 
Windows. Corresponding configuration data in the Siebel database, including driver parameters, is 
defined to work with each driver. Communications profiles customize driver behavior for particular 
purposes by allowing driver parameter values to be overridden wherever the profile is in use. 
Communications configurations have associated profiles.
Command A definition that 
provides a means of 
performing a 
communications 
action. Commands are 
typically sent to the 
communications driver. 
Includes parameters.
A command can be 
specified as a 
subcommand of 
another command.
Child of configuration.
Associated with profile 
and command data.
All Configurations
All Commands
Command data A definition that 
provides data 
applicable to 
command. Includes 
parameters.
Child of configuration.
Associated with 
command.
All Command Data
Table 4. Communications Configuration Elements
Configuration 
Element Description
How Related to 
Other Configuration 
Elements
Siebel View for 
Creating or 
Configuring Element
Overview of Siebel CTI and Related Products ■ About Communications Configuration
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Every deployment of Siebel Communications Server uses communications drivers and profiles. 
However, as shown later in this topic, some Siebel modules use communications drivers and profiles 
but do not use (or might not use) communications configurations. For more information about:
■ Configuring communications drivers and profiles, see Chapter 3, “Configuring Communications 
Drivers and Profiles”
■ Defining communications configurations and related elements such as events and commands, 
see Chapter 4, “Configuring Siebel CTI,” and Chapter 5, “Configuring Events and Commands”
■ Configuring user interface elements, see the following:
■ Chapter 6, “Configuring User Interface Elements”
■ Chapter 7, “Configuring Advanced Communications Features”
Related Books
Siebel Email Administration Guide
Configuring Siebel Business Applications
Configuring Siebel Open UI
Using Siebel Tools
Siebel Developer’s Reference
Modules That Might Use Communications Configurations
Siebel Email Response customers can also use communications configurations. Note that:
■ If inbound email messages are routed using an integrated package for queuing and routing, then 
you must use communications configurations.
■ If inbound email messages are routed manually or using Siebel Assignment Manager, then you 
cannot use communications configurations.
Using communications configurations enables your agents to use features such as the 
communications toolbar and communications commands in the application-level menus. It also 
enables you to use an integrated queuing package to route inbound work items and to support 
multichannel communications capabilities.
Communications Configurations and the Send Email, Send Fax, Send 
Wireless Message, and Send Page Commands
The Send Email, Send Fax, Send Wireless Message, and Send Page commands are available through 
the communications toolbar for agents who are enabled to use interactive communications session 
functionality with Siebel CTI or with Siebel Email Response when used with an integrated package 
for queuing and routing.
For these commands to be available through the communications toolbar, employees must be 
specified as agents within a communications configuration, and session communications must be 
enabled for the Siebel application. For more information, see “Enabling Session Communications” on 
page 201.
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By default, these commands are also available in the File application-level menu for Siebel Business 
Applications users. A communications configuration is not needed in order for employees to access 
these menu commands. Apart from Send Page, these commands use communications drivers and 
profiles and are available when the communications infrastructure is in place. When the Send Email 
command is integrated with Microsoft Outlook or Lotus Notes, it does not use communications drivers 
and profiles.
For more information about the Send Email, Send Fax, Send Wireless Message, and Send Page 
commands, see Siebel Email Administration Guide.
Process of Configuring Siebel CTI
To set up Siebel Communications Server, review the process described in this topic. For some of the 
steps in the configuration process described here, detailed instructions are provided in subsequent 
chapters. In general, you perform the following tasks:
1 “Determining Your Communications Deployment Needs” on page 24.
2 “Setting Up Your External Communications System” on page 25.
3 “Setting Up Your Siebel Server Software for Siebel CTI” on page 26.
4 “Defining Siebel Communications Server Configuration Data” on page 27.
5 “Putting Siebel CTI into Production” on page 29.
Related Topics
“About Communications Configuration Data” on page 19
Chapter 3, “Configuring Communications Drivers and Profiles”
Chapter 4, “Configuring Siebel CTI”
Determining Your Communications Deployment Needs
The multichannel support offered by Siebel Communications Server and its architecture requires that 
you plan your communications deployments carefully and thoroughly. Read all the relevant sections 
of this book before you start the configuration process. For more information about integrating with 
email, fax, and other outbound communications channels, see Siebel Email Administration Guide.
NOTE: If you use an external communications system, such as a CTI middleware server or email 
server, that is not supported by an existing communications driver, then you might have to create 
your own driver. For more information, see Appendix A, “Developing a Communications Driver.”
This task is a step in “Process of Configuring Siebel CTI” on page 24. 
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Siebel CTI Administration Guide Version 8.1/8.2 25
Consider the following issues as you plan your implementation of Siebel Communications Server in 
support of Siebel Business Applications:
■ Determine the Siebel applications and other products to use in your implementation. Determine 
the communications channels and external communications systems to use with your Siebel 
applications. Channels might include voice, email, fax, and so on.
Siebel applications or product modules might include Siebel Call Center, Siebel Service, Siebel 
Sales, Siebel CTI, Oracle Contact On Demand, Siebel Email Response, Siebel Chat, or other 
applications or products. (Not all modules are available for all applications or parent modules.) 
■ Determine which Siebel application features, technologies, or advanced configurations to 
implement, such as global or distributed deployments, application integration, work-item 
routing, hoteling, multitenancy, the customer dashboard, and so on.
■ Determine whether the third-party communications products you expect to use are supported by 
Oracle. For information about supported products, see My Oracle Support Certifications.
■ For communications activities that make use of communications configurations, determine the 
number of agents for each supported channel. For Siebel CTI, Siebel Email Response, and other 
modules, you define agents within communications configurations.
■ Determine data and application visibility issues for your users, because they relate to 
communications activities.
■ Determine available resources in your communications systems. For Siebel CTI, determine the 
available telesets and extensions, hoteling workstations, ACD queues, and so on. 
■ Determine the work model for inbound or outbound communications in your call center or contact 
center: that is, the logic of each customer interaction.
■ Determine your requirements for performance, scalability, and architecture, and determine your 
deployment plans.
Determine the requirements in the preceding areas, because they relate to Siebel 
Communications Server, other Siebel modules or server components, and the Siebel client types 
you use. Also consider architectural issues for external communications systems such as CTI 
middleware and email servers. Information you gather in this process helps determine how you 
perform later configuration steps. For more information about planning your system architecture, 
see Siebel Deployment Planning Guide and Siebel Performance Tuning Guide. See also the Siebel 
Installation Guide for the operating system you are using.
■ Before you begin the process described in “Defining Siebel Communications Server Configuration 
Data” on page 27, review how communications configurations function, and assess your 
requirements in this area.
Setting Up Your External Communications System
Before you can configure Siebel Communications Server for CTI, you must set up your PBX or ACD 
(Automatic Call Distribution) switch and install and configure the CTI middleware. For more 
information, see your vendor documentation. Once you have performed this preparatory task, you 
are ready to perform Siebel Server setup tasks.
This task is a step in “Process of Configuring Siebel CTI” on page 24. 
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Setting Up Your Siebel Server Software for Siebel CTI
Deploying Siebel Communications Server for Siebel CTI requires that you enable and run the 
following Siebel Server components:
■ The Application Object Manager component for your Siebel application, which supports user 
sessions in the Siebel Web Client. For example, you might be running instances of the Application 
Object Manager for Siebel Call Center for the languages you require.
■ Server Request Broker and Server Request Processor, which coordinate communications 
activities between instances of the Application Object Manager and instances of the Siebel 
Communications Server components. Server Request Broker and Server Request Processor are 
automatically enabled for each Siebel Server.
■ Siebel Communications Server components (in the Communications Management component 
group):
■ Communications Session Manager (alias CommSessionMgr)
■ Communications Configuration Manager (alias CommConfigMgr) (optional)
Some minimal configuration of the preceding components might also be necessary. For more 
information, see Chapter 8, “Administering Siebel Communications Server.” See also Siebel System 
Administration Guide. For more information about the architecture of Siebel Communications Server, 
see “About Siebel Communications Server Architecture” on page 18. For information about the Siebel 
Communications Server components that are used by Siebel Email Response and by other outbound 
communications features, see Siebel Email Administration Guide. 
This task is a step in “Process of Configuring Siebel CTI” on page 24. 
To set up your Siebel Server software for Siebel CTI
1 Install your Siebel Server software, as described in the Siebel Installation Guide for the operating 
system you are using. See also Siebel System Administration Guide.
After installing the Siebel Server, make sure that you enable the Communications Management 
component group when you configure the Siebel Server.
2 Enable session communications on the Application Object Manager component.
Do this on each Application Object Manager that is to support users for whom the 
communications toolbar and other interactive session communications functionality must be 
available. For more information, see “Enabling Session Communications” on page 201.
3 Configure each Siebel Communications Server component (in the Communications Management 
component group) that you require for your implementation.
For more information, see Chapter 8, “Administering Siebel Communications Server.”
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Defining Siebel Communications Server Configuration 
Data
This topic describes in general terms how to define or modify Siebel Communications Server 
configuration data. Do this when all modules have been installed and the server components have 
been configured. You can perform many of the steps in a different sequence than that shown here. 
For more information about communications configurations, see “About Communications 
Configuration Data” on page 19. For detailed procedures for working with communications 
configuration data, see the applicable topics in Chapter 4, “Configuring Siebel CTI.”
NOTE: When you have finished specifying the communications configuration data, you must exit and 
restart the Siebel application for the settings to take effect. After Siebel Communications Server has 
been deployed, any end users who are currently connected must also exit and restart the application 
for the new or modified configuration data to take effect.
This task is a step in “Process of Configuring Siebel CTI” on page 24. 
To define Siebel Communications Server configuration data
1 Start the Siebel application, such as Siebel Call Center, logging in as the system administrator 
(for example, as the user SADMIN).
2 Navigate to the Administration - Communications screen.
For information about the views in this screen, where you perform most of the tasks identified 
here, see Appendix C, “Views for Communications Administration.”
3 Configure communications drivers and profiles. As applicable, associate profiles with 
communications configurations you have already created:
a For each communications driver you are using, specify default parameter values.
b For each communications driver you are using, create profiles. As appropriate, specify parameter 
values to override the driver parameters.
c If you are not using communications configurations, then skip to Step 11 on page 29.
For more information about configuring drivers and profiles, see Chapter 3, “Configuring 
Communications Drivers and Profiles.” For more information about modules that use 
communications configurations, see “Communications Configuration Requirements for Siebel 
Modules” on page 22.
4 To support Siebel CTI, create a communications configuration. 
You can modify an existing communications configuration, or create a new configuration and 
transfer data into it from an existing configuration. For more information about creating 
communications configurations, see “Creating or Modifying a Communications Configuration” on 
page 44.
5 For the current configuration, specify configuration parameter values. 
For more information, see “Specifying Parameters for a Communications Configuration” on page 46.
6 For the current configuration, associate profiles you created for your communications driver. 
For more information, see “Creating or Modifying a Communications Configuration” on page 44.
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7 For the current communications configuration, specify the agents for whom the communications 
configuration apply: 
a Add each agent to one or more configurations. If you add an agent to more than one 
configuration, then specify which configuration is primary for the agent.
b Configure the agents, such as (for voice agents) to specify which ACD queues they are to use, 
to define ACD agent login and password, and so on.
NOTE: If you are not defining ACD queues, then the previous step is not necessary.
c If telesets have already been defined (as in Step 8), then you can specify the telesets an agent 
can use.
You do not have to associate agents with telesets that are used for hoteling, or associate 
agents with telesets if they do not use the voice channel. For more information about 
specifying agents, see “Specifying Agents” on page 55. 
8 For Siebel CTI (the voice channel), then specify the telesets for your call center: 
a If a teleset is used for hoteling, then specify the host name for the hoteling computer.
b For each teleset, specify the extensions for the teleset.
c For each teleset, you can specify agents that can use the teleset. 
In order to associate an agent with a teleset, you must have already added the agent to the 
configuration (as in Step 7). You do not have to associate agents with telesets that are used 
for hoteling. For more information about telesets, see “Specifying Telesets” on page 58. See 
also “Configuring Telesets for Hoteling” on page 168.
9 Specify or verify event handlers and associated event responses and event logs, and associate 
them with the communications configuration: 
a Create the event logs that you specify in your event responses, and associate them with the 
configuration.
b Create the event responses you need, optionally specifying one or more event logs for each 
event response, and associate the event responses with the configuration.
c Create the event handlers you need, specifying an event response for each event handler, and 
associate the event handlers with the configuration.
For more information about events, see “Defining Communications Events” on page 62.
10 Specify or verify commands and command data definitions, and associate them with the 
communications configuration: 
a Create the command data definitions that you specify in your commands, and associate them 
with the configuration.
b Create the commands that you need, specifying a command data definition for each command, 
and associate the commands with the configuration.
For more information about commands, see “Defining Communications Commands” on 
page 67.
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11 Complete any other needed configuration, customization, or performance-tuning tasks for your 
Siebel implementation, and test the communications configurations you are using. For example, 
you might modify the Online Help for your users.
After you have verified the configuration, you can put Siebel Communications Server into production.
Putting Siebel CTI into Production
This topic describes how to transfer your communications settings from the test environment to the 
production environment.
This task is a step in “Process of Configuring Siebel CTI” on page 24. 
To put Siebel CTI into production
1 Follow the instructions for transferring your Siebel application from the test environment to the 
production environment. 
For more information, see Using Siebel Tools.
2 Configure all production instances of Siebel Server components for Communications Server, as 
noted in “Setting Up Your Siebel Server Software for Siebel CTI” on page 26.
3 Verify your communications configuration data in the production environment.
For example, you might have to modify any communications configuration parameter values 
appropriately for a production environment.
4 Provide your end users with instructions for the following activities, as appropriate for your 
implementation and for the particular types of users:
■ Starting the Siebel client. For example, this can include providing the users with the URL for 
a Siebel Call Center application that is configured to provide access to CTI or other 
communications functionality.
■ Accessing the online help for the application they are using.
■ Setting communications preferences in the User Preferences screen.
■ Using user interface controls such as the communications toolbar, Communications submenu 
commands, or the Communications screen to perform communications-related tasks.
For information about these tasks, see Chapter 9, “Communications Operations for End Users.”
See also documentation for related Siebel products such as Siebel Email Response.
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Siebel CTI Administration Guide Version 8.1/8.2 31
3 Configuring Communications 
Drivers and Profiles
This chapter provides an overview of communications drivers and profiles used with Siebel 
Communications Server and describes how to configure drivers and profiles. It includes the following 
topics:
■ About Communications Drivers and Profiles on page 31
■ Configuring Communications Drivers and Profiles on page 39
About Communications Drivers and 
Profiles
This topic provides background information about communications drivers and profiles and the roles 
they play in supporting Siebel Communications Server functionality. Communications drivers 
interface with communications software such as CTI middleware or email servers. 
For more information about configuring drivers and profiles for use with email, see Siebel Email 
Administration Guide.
This topic contains the following information:
■ “Communications Drivers Provided with Siebel Business Applications” on page 32
■ “Communications Drivers and Third-Party Systems” on page 32
■ “Communications Driver Settings” on page 34
■ “Communications Driver Files and Database Records” on page 34
■ “Communications Drivers and Channels” on page 36
■ “Inbound and Outbound Drivers” on page 36
■ “Interactive Drivers” on page 37
■ “Icon Files for Interactive Communications Drivers” on page 37
■ “About Profiles for Communications Drivers” on page 38
■ “Contexts of Use for Communications Profiles” on page 38
For more information:
■ If you are specifying communications configurations (such as for Siebel CTI or other session 
communications deployments), then see Chapter 4, “Configuring Siebel CTI,” and related 
chapters.
■ For more information about configuring drivers and profiles for use with email, see Siebel Email 
Administration Guide.
■ For information about configuring drivers and profiles for Siebel Chat, see Siebel Chat Guide.
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■ If you require integrating with communications systems that are not supported by drivers, then 
see Appendix A, “Developing a Communications Driver.”
Communications Drivers Provided with Siebel Business 
Applications
The following are some of the Siebel communications drivers provided with Siebel Business 
Applications:
■ Virtual CTI. This driver enables CTI integration with Oracle Contact On Demand for the voice 
channel. This driver can also be used with Siebel Chat, which is described in Siebel Chat Guide. 
For more information, see “About Siebel CTI” on page 16 and Chapter 10, “Using the Virtual CTI 
Driver.”
■ Push Keep Alive. Provides a heartbeat function to help maintain push communications for 
session-based communications drivers loaded by Communications Session Manager (such as the 
Virtual CTI driver). For more information, see “Using the Push Keep Alive Driver for Session 
Connections” on page 178.
■ Internet SMTP/IMAP Server. Supports Internet mail servers that support the SMTP protocol 
for outbound email, fax, or wireless messages or the IMAP protocol for inbound email (for Siebel 
Email Response). This driver supports both plain-text and HTML email. For more information, see 
“About Siebel Email Response and Outbound Communications” on page 17 and see Siebel Email 
Administration Guide.
■ Internet SMTP/POP3 Server. Supports Internet mail servers that support the SMTP protocol 
for outbound email, fax, or wireless messages or the POP3 protocol for inbound email (for Siebel 
Email Response). This driver supports both plain-text and HTML email. For more information, see 
“About Siebel Email Response and Outbound Communications” on page 17 and see Siebel Email 
Administration Guide.
■ Modem-based TAP Paging. For Siebel Paging, supports paging over a modem using the 
Telocator Alphanumeric Paging (TAP) protocol, for outbound communication requests. Siebel 
Paging is included with all base applications of the Siebel Business Applications. (The Send Page 
command does not use this driver.) For more information, see Siebel Email Administration Guide.
■ FTP. Supports File Transfer Protocol (FTP). This driver is used by Siebel Marketing to send 
contact lists to vendors who are contracted to execute campaigns. It can also be used to send 
outbound communication requests from any Siebel application. For more information, see Siebel 
Email Administration Guide.
Communications Drivers and Third-Party Systems
By means of communications drivers, Siebel applications can work with a variety of third-party CTI 
middleware and email servers. The Siebel communications infrastructure can work with several types 
of communications systems, in these scenarios:
■ Several communications drivers are provided to support Siebel communications modules or 
third-party communications systems.
Configuring Communications Drivers and Profiles ■ About Communications Drivers and
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Siebel CTI Administration Guide Version 8.1/8.2 33
■ Third-party vendors write communications drivers, using the Adaptive Communications API, to 
support additional communications systems. (Alternatively, vendors can write a driver to extend 
a communications driver provided with Siebel Business Applications.) 
For updated information about third-party products supported by Oracle or validated to work with 
Siebel Business Applications, see:
■ My Oracle Support Certifications
■ Version 8.1.1.x Siebel Release Notes on My Oracle Support (Article ID 557191.1)
■ Version 8.2.2.x Siebel Release Notes on My Oracle Support (Article ID 1050792.1)
■ Article ID 477861.1 on My Oracle Support (previously published as Siebel FAQ 2270)
For more information about third-party communications solutions, see the Partners section of the 
Oracle Web site.
NOTE: For detailed requirements and procedures for installing and configuring third-party products, 
see your third-party vendor documentation.
The capabilities of your communications system (such as the combination of CTI middleware and 
switch) partly determine which functionality you can implement. For example, some switches do not 
support automatic call forwarding. In addition, some features supported in the communications 
system might not be supported in the corresponding Siebel communications driver. Consequently, 
information in this guide about certain features might not apply to your implementation. Consult your 
vendor documentation for information about supported functionality and features. For information 
about integrating with email servers, see Siebel Email Administration Guide.
About Error Messages Related to Communications
For agents using session-based communications such as Siebel CTI, the Siebel client might 
sometimes receive error messages relating to communications functionality. 
Some messages might originate from CTI middleware or from the communications driver. Messages 
are presented without modification, whether they originate from external communications systems 
or from Siebel modules. Such messages are prefaced with Communication: and appear at the top of 
the application area in the browser, to the right of the application-level menus. For more information, 
see “Using the Menu Commands for Displaying Error Messages” on page 233. 
The same error messages might also be logged, if logging is set for the Communications Session 
Manager component. For more information, see “Parameters for Communications Session Manager” on 
page 211.
Nonsupported Communications Systems
If your existing communications system is not supported by the communications drivers provided 
with Siebel Communications Server, then consider the following options for custom communications 
drivers:
■ Use a communications driver developed, using the Siebel Adaptive Communications API, by a 
third party, such as a CTI middleware vendor. For information about third-party communications 
solutions validated by Oracle, see the Partners section of the Oracle Web site.
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■ Develop your own communications driver, using the Siebel Adaptive Communications API, to 
work with your communications system.
NOTE: Communications drivers developed by customers or third parties are not supported by Oracle, 
but by their respective developers or providers.
A Siebel Communications Server implementation using a custom communications driver developed 
using the Siebel Adaptive Communications API can take full advantage of standard features such as 
the communications toolbar, screen pops, communications commands, automatic creation of 
activities and logs, and user interface for administration and configuration.
You can optionally create a communications driver to use with an existing driver. Such a driver, 
known as an aggregate driver, extends the capabilities of the existing driver, enabling additional 
functionality. For more information, see Appendix A, “Developing a Communications Driver.”
Communications Driver Settings
In the Communications Drivers and Profiles view, the Communications Drivers list displays settings 
for each driver. These settings are discussed in general terms later in this topic.
In most cases, these settings do not have to be changed for the communications drivers provided 
with Siebel Business Applications. The settings are informative, however, and must be understood 
by the communications administrator. If you add a custom driver, then you must specify values for 
these settings. 
Driver settings include the following:
■ Channel Type. For more information, see “Communications Drivers and Channels” on page 36.
■ Inbound. For more information, see “Inbound and Outbound Drivers” on page 36.
■ Outbound. For more information, see “Inbound and Outbound Drivers” on page 36.
■ Interactive. For more information, see “Interactive Drivers” on page 37.
■ Channel String. For more information, see “Communications Drivers and Channels” on page 36.
■ Library Name. For more information, see “Communications Driver Files and Database Records” 
on page 34.
■ Icon File. For more information, see “Icon Files for Interactive Communications Drivers” on 
page 37.
Communications Driver Files and Database Records
Communications drivers are usually based on library files, such as DLL (Dynamic Link Library) files 
on Microsoft Windows, or shared object files on UNIX. Alternatively, they might be executable files 
or other types of files. Each driver file must be written to support the Siebel Adaptive 
Communications API.
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Communications driver files are located by default in the bin subdirectory of the Siebel Server 
installation directory for Windows, or in the lib subdirectory for UNIX. You can store them in another 
directory, if you specify an absolute path. (On UNIX, this location cannot be the bin subdirectory of 
the Siebel Server installation directory.)
Each communications driver file has one or more corresponding database records in the 
Communications Drivers and Profiles view of the Administration - Communications screen.
NOTE: In this book, in discussions of configuration tasks in the Administration - Communications 
screen, the term communications driver or driver sometimes refers to a database record that 
references a driver file. In discussions of developing drivers, however, the term generally refers to 
the driver file itself, which is the direct product of the development process.
Driver File Naming on Microsoft Windows and UNIX
The names of actual driver files to load are obtained from the Library Name field in the 
Communications Drivers list. In some cases, the value for this field might be manipulated to obtain 
the name of the driver file to load.
Driver File Naming on Microsoft Windows
On Microsoft Windows, the name of the driver file to load is generally obtained by appending .DLL to 
the value of the Library Name field. However, if the value of the Library Name field includes a period 
(.), then no manipulation of this value is performed to obtain the name of the driver file.
If you add a new custom driver file that has the extension .DLL, then you can provide a Library Name 
value in either of two ways:
■ The value can correspond exactly to the name of the operating system file. For example, for a 
file named driver.dll, you can enter driver.dll as the Library Name value. This approach is 
recommended.
■ The value can correspond to the name of the file but without the extension .DLL. For example, 
for a file named driver.dll, you can enter driver as the Library Name value. 
Driver File Naming on UNIX
On UNIX, the name of the driver file to load is generally obtained by adding lib (without a space 
character) immediately before the value of the Library Name field and, appending .so to the value 
of the Library Name field. However, if the value of the Library Name field includes a period (.), then 
no manipulation of this value is performed to obtain the name of the driver file.
If you add a new custom driver file that starts with lib and has the extension .so, then you can 
provide a Library Name value in either of two ways:
■ The value can correspond exactly to the name of the operating system file. For example, for a 
file named libdriver.so, you can enter libdriver.so as the Library Name value. This approach is 
recommended.
■ The value can correspond to the name of the file but without the elements lib and .so. For 
example, for a file named libdriver.so, you can enter driver as the Library Name value.
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Requirements for Specifying Driver File Names
Some additional requirements for specifying driver file names are as follows:
■ If you add a new custom driver file with any other naming pattern, then the file name must 
include a dot, and you must provide a Library Name value that corresponds exactly to the name 
of the operating system file.
■ If you install any custom driver file in a nondefault location, then some element of the file or path 
name must include a dot, and you must provide a Library Name value that includes the full path 
where the Siebel Server that is to load the driver can locate the file.
■ On UNIX, if you install any custom driver file in a nondefault location, then this location cannot 
be the bin subdirectory of the Siebel Server installation directory. The lib subdirectory, the 
default location for the files provided with the Siebel Business Applications on UNIX, is preferable.
■ If you create a custom driver that aggregates an existing Siebel driver, then reference the 
operating system file for the Siebel driver by its exact name, regardless of what text is displayed 
for the Siebel driver in the Library Name field.
■ If the file path is not specified, then it is assumed that the driver is located in the bin subdirectory 
of the Siebel Server installation directory on Windows, or in the lib subdirectory on UNIX. The 
installation from which the driver file is loaded is the computer on which the channel manager 
runs.
Communications Drivers and Channels
Developers can write each communications driver file to support a single communications channel 
type, such as voice, email, and so on. Alternatively, developers can write a driver file to support 
multiple channel types. Most of the Siebel communications drivers each support a single channel 
type. For example, the Virtual CTI communications driver supports the voice and chat channels.
Each communications driver record includes a string, the channel string, that is used by the driver 
to identify its own channel type. The channel string must match exactly the channel string as defined 
in the driver file.
For communications driver files that support multiple communications channel types, driver records 
corresponding to specific channels can reference different subsets of channel-specific functionality 
within the same driver file, by referencing different channel strings defined within the driver file. For 
more information, see Appendix A, “Developing a Communications Driver.”
Inbound and Outbound Drivers
Each driver record in the Communications Drivers and Profiles view is indicated to support, or not 
support, inbound or outbound communications:
■ CTI drivers are for both inbound and outbound communications. They also support agent 
interactivity within the Siebel application.
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■ The Push Keep Alive driver is an interactive driver that provides a service for agent 
communications sessions. It does not directly support either inbound or outbound 
communications.
■ Communications drivers for email or fax, such as Internet SMTP/IMAP Server or Internet SMTP/
POP3 Server, support both inbound and outbound communications. Inbound functionality for 
such a driver is applicable only to Siebel Email Response.
■ Drivers for paging and FTP support outbound communications only.
For more information about interactive drivers, see “Interactive Drivers” on page 37.
NOTE: The Inbound and Outbound fields are for informational purposes. Do not modify the values 
for these fields for the drivers provided with Siebel Business Applications.
Interactive Drivers
Depending on the purpose of the driver, the driver record in the Communications Drivers and Profiles 
view might be indicated as interactive. For example, the Virtual CTI driver and the Push Keep Alive 
Driver are interactive drivers.
Interactive drivers enable communications functionality to be available to end users using the 
communications toolbar and related menu controls. Additional capabilities might also be required to 
route communications work items to an agent’s communications toolbar. (The Push Keep Alive driver, 
unlike other interactive drivers, does not have a user interface component.)
Communications configurations can reference profiles for interactive drivers only, such as the Virtual 
CTI driver. The events and commands defined in the configuration interact with the communications 
system through one of the interactive drivers.
NOTE: The Interactive field is for informational purposes. Do not modify the values for this field for 
the drivers provided with Siebel Business Applications. Custom drivers developed by third parties 
must be written to be interactive or not interactive, according to their purpose.
Icon Files for Interactive Communications Drivers
Generally, each interactive driver has a specified icon file, which designates the image file that 
represents the channel for interactive purposes in the communications toolbar. The icon file is used 
for the Channel Type Indicator and for blinking behavior, such as when an incoming work item has 
arrived.
The Virtual CTI driver, which supports the voice and chat channels, is an interactive communications 
driver. For this driver, a default icon file, voice.gif, is specified as part of the driver record data.
For each interactive driver created by third parties, an icon file must be specified. Other types of 
communications drivers do not use icon files. (The Push Keep Alive driver, although it is an interactive 
driver, does not use an icon file.)
The directory webmaster\images\language_code in the Siebel Server installation directory stores the 
source image files, where language_code represents the language code for the installed software, 
such as ENU for U.S. English.
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To use your own icon file, place your icon file into the directory identified previously. You can either 
replace an existing file with your own, or use a new file and specify this filename in the Icon File field 
for the communications driver.
NOTE: New or updated files on the Siebel Server are automatically populated to the Web server 
whenever the Web server (where the Siebel Web Server Extension is installed) is restarted. Files can 
also be manually updated from the Siebel Server without restarting the Web server. For more 
information, see Siebel Security Guide and the Siebel Installation Guide for the operating system you 
are using.
If you are using a custom communications driver (interactive driver), then you can use your own icon 
file or reuse an existing icon file, such as one that represents the same communications channel.
To work within the existing toolbar framework, each image file used for a driver icon file must be 18 
by 18 pixels and must be of format GIF or JPG.
The driver icon files are not the same physical files as the image files that are specified as bitmaps 
for the toolbar commands in Siebel Tools, although some of the actual images might be identical or 
closely related. If you modify icons used in one context (interactive icon file or bitmap specified in 
Siebel Tools), then modify them in both contexts to maintain user interface consistency. For more 
information about configuring the communications toolbar, see “About Communications Toolbar 
Configuration” on page 135.
About Profiles for Communications Drivers
A communications driver is initially configured by setting default parameter values for the driver 
within the Communications Drivers and Profiles view.
A communications driver can be made available to serve a particular purpose by creating one or more 
profiles that reference this driver. For each profile, parameter values can be specified to override 
those of the referenced driver or to provide values not otherwise specified.
Communications administrators, who are the primary audience for this book, generally configure 
drivers and create profiles. Depending on the features or products your company is deploying, 
multiple administrators might coordinate to perform these tasks.
For example, administrators who have expertise in CTI middleware or email servers might be tasked 
to configure the communications drivers and profiles that are specific to the technology or product 
areas with which they are familiar. Or some administrators might configure profiles only, under the 
direction of another administrator who configures drivers. For more information about creating and 
using profiles for use with email servers or for outbound communications systems, see Siebel Email 
Administration Guide.
Contexts of Use for Communications Profiles
Communications profiles, whether created by administrators or (in limited contexts) by end users, 
might be specified for use by administrators and end users in many communications-related contexts 
within the Siebel application. For more information about creating and using profiles for use with 
email servers or for outbound communications systems, see Siebel Email Administration Guide.
Configuring Communications Drivers and Profiles ■ Configuring Communications
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Siebel CTI Administration Guide Version 8.1/8.2 39
Administrators specify profiles when defining communications configurations to support handling 
interactive work items such as voice calls for Siebel CTI.
Configuring Communications Drivers 
and Profiles
This topic describes how to work with communications drivers and profiles to enable Siebel 
Communications Server to work with communications systems such as CTI middleware, email 
servers, and so on. 
Every Siebel module that uses Communications Server makes use of communications drivers and 
profiles.
In the Communications Drivers and Profiles view, the Communications Drivers list displays settings 
for each driver. Generally, the only driver data that you create or modify directly for drivers provided 
with Siebel Business Applications are the default driver parameter values and the profiles you create 
for the drivers.
The rest of this topic describes specifying driver parameter values, creating profiles, and adding new 
driver records for custom driver files created using the Adaptive Communications API. 
This topic contains the following information:
■ “Specifying Driver Parameter Values” on page 39
■ “Field Types for Driver Parameters” on page 40
■ “Setting Driver Parameter Default Values” on page 40
■ “Defining Communications Profiles” on page 41
■ “Specifying Parameter Override Values for Profiles” on page 41
■ “Adding a Custom Communications Driver” on page 42
For more information about the parameters supported by each driver provided with Siebel Business 
Applications, see the topics referenced in “Communications Drivers Provided with Siebel Business 
Applications” on page 32.
Specifying Driver Parameter Values
For each driver listed in the Communications Drivers and Profiles view, driver parameter data is 
displayed in the Driver Parameters list. For each driver parameter, a flag indicates whether the 
parameter requires a value. Driver parameter values can be provided in one of two ways:
■ By setting a default value for a driver parameter. For more information, see “Setting Driver 
Parameter Default Values.”
■ By specifying an override value for the parameter in each profile you create for the driver. For 
more information, see “Defining Communications Profiles” on page 41.
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Driver parameter values are in effect for all profiles using the driver, unless you override parameter 
values for a given profile. Values for many parameters are likely to be specific to your site (such as 
a server name) or to an individual profile (such as a mailbox name).
NOTE: For any required parameter for which no value has been provided as a driver parameter, a 
value must be provided for the parameter, for each profile, in the form of a profile parameter 
override. If any parameter is expected to be specified as a profile parameter override, then the driver 
parameter must first be defined in the Driver Parameters list.
Field Types for Driver Parameters
Parameters for communications drivers use one of the following field types:
■ Characters (letters, numerals, _ (underscore), and special characters used in macro-expansion)
Macro expansion can be used in fields of character type, as described in “Using Macro Expansion 
for Character Fields” on page 151. You can also use macros described in “Macros for Parameter 
Values” on page 152.
■ Boolean (allowable values are True and False)
■ Numeric (numerals 0 through 9)
Wildcard characters are not applicable to driver parameter values.
Setting Driver Parameter Default Values
You can specify a new default value for a driver parameter. You can modify any default value in a 
profile. For certain parameters, you typically provide values through profile parameter overrides.
If you expect that a particular parameter value applies to all or most of the profiles that you create, 
that is, you do not expect to override the value, then you ought to specify this value as the default 
driver parameter value. Doing so saves you time when you create profiles, because you might not 
have to define an override for this driver parameter. For more information about configuring driver 
parameters for email servers, see Siebel Email Administration Guide.
To specify a driver parameter default value
1 Navigate to the Administration - Communications screen, then the Communications Drivers and 
Profiles view.
2 In the Communications Drivers list, select the driver for which you want to modify the default 
parameter values.
3 Click the Driver Parameters view tab.
4 In the Driver Parameters list, clear the existing default value for a parameter, and enter a new 
value.
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Siebel CTI Administration Guide Version 8.1/8.2 41
Defining Communications Profiles
After you configure any applicable communications drivers, as described in “Specifying Driver 
Parameter Values” on page 39, you create communications profiles for these drivers. 
Each profile specifies which driver is to be used and how the driver is used for communications that 
use the profile.
NOTE: For more information about creating and using profiles with Siebel Email Response, see Siebel 
Email Administration Guide.
To create a communications profile
1 Navigate to the Administration - Communications screen, then the Communications Drivers and 
Profiles view.
2 In the Communications Drivers list, select the driver for which you are creating a profile.
3 Click the Profiles view tab.
4 In the Profiles list, add a new record to create a profile for the current driver.
5 Provide a name for the new profile.
6 Specify the organization that uses the profile.
7 Specify one or more responsibilities that uses the profile.
Now you specify parameter override values, as described in the following procedure.
Specifying Parameter Override Values for Profiles
This topic describes specifying any new values to override the default values of driver parameters. 
You must do this for required parameters that are not defined for the driver, or for parameters for 
which the driver parameter default value is not appropriate for each profile. For more information 
about driver parameters, see “Specifying Driver Parameter Values” on page 39.
To specify parameter override values for a profile
1 Navigate to the Administration - Communications screen, then the Communications Drivers and 
Profiles view.
2 In the Communications Drivers list, select the driver for which you created the profile you are 
configuring.
3 Click the Profiles view tab.
4 In the Profiles list, select the profile you are configuring.
5 In the Profile Parameter Overrides list, add a new record for each driver parameter whose default 
value you are overriding.
6 For each parameter, specify the parameter name.
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7 Enter an override value for the parameter, then commit the record.
You must specify a parameter override for any parameter for which no value has been provided 
as a driver parameter.
Adding a Custom Communications Driver
If you have developed a custom communications driver, using the Adaptive Communications API or 
acquired such a driver from another vendor, then you have to add one or more records for the driver 
in the Communications Drivers and Profiles view. For information about the driver settings mentioned 
in this topic, see “Communications Driver Settings” on page 34. For information about developing a 
custom driver, see Appendix A, “Developing a Communications Driver.” See also “Configuring 
Communications List of Values Types” on page 147.
To add a custom communications driver
1 Navigate to the Administration - Communications screen, then the Communications Drivers and 
Profiles view.
2 In the Communications Drivers list, add a new record for the driver.
The Communications Drivers form appears.
3 Provide a name for the driver.
4 Specify the channel type for the driver.
5 Specify the channel string the driver uses to identify its own channel type.
6 Specify if the driver is used for inbound communications.
7 Specify if the driver is used for outbound communications.
8 Specify if the driver is interactive.
9 Enter the name of the file (such as a library file) that this driver record references.
Include the complete file name of the file, with the file extension.
10 For an interactive driver, enter the name of the driver’s icon file.
11 Optionally, provide a description for the new driver.
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4 Configuring Siebel CTI
This chapter provides information about configuring Siebel CTI. It includes the following topics:
■ About Configuring Siebel CTI on page 43
■ Creating or Modifying a Communications Configuration on page 44
■ Specifying Agents on page 55
■ Specifying Telesets on page 58
■ Defining Communications Events on page 62
■ Defining Communications Commands on page 67
■ Exporting and Importing Communications Configuration Data on page 72
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 Topics
“Process of Configuring Siebel CTI” on page 24
Chapter 3, “Configuring Communications Drivers and Profiles”
Chapter 5, “Configuring Events and Commands”
Chapter 7, “Configuring Advanced Communications Features”
Chapter 6, “Configuring User Interface Elements”
Chapter 8, “Administering Siebel Communications Server”
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.
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Creating or Modifying a Communications 
Configuration
This topic describes how to create or modify a communications configuration. It contains the 
following information:
■ “Copying or Deleting a Communications Configuration” on page 45
■ “Viewing All Communications Configuration Data” on page 46
■ “Specifying Parameters for a Communications Configuration” on page 46
■ “Parameters for Communications Configurations” on page 47
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.
Related Topics
“Specifying Parameters for a Communications Configuration” on page 46
“Parameters for Communications Configurations” on page 47
“Configuring Communications Drivers and Profiles” on page 39
“Specifying Agents” on page 55
“Defining Communications Events” on page 62
“Defining Communications Commands” on page 67
“Exporting and Importing Communications Configuration Data” on page 72
Creating a Communications Configuration
Use the following procedure to create a communications configuration.
To create a communications configuration
1 Navigate to the Administration - Communications screen, then the All Configurations view.
The All Configurations view appears.
2 In the Configurations list, add a new record.
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3 In the Name field, enter the name of the configuration.
4 Add any comments.
5 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
1 Navigate to the Administration - Communications screen, then the All Configurations view.
The All Configurations view appears.
2 In the Configurations list, select the record for the configuration to edit.
3 Make your changes.
4 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” on page 44.
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.
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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) on the left and lists on the right. The explorer on the 
left is read-only.
This topic is part of “Creating or Modifying a Communications Configuration” on page 44.
To view communications configuration data
1 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.
2 Click the arrow for an item in the explorer to expand the item and reveal its specific subitems or 
categories of subitems.
3 Click an item’s name in the explorer applet to display subitem information in the relevant list on 
the right.
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. “Parameters for Communications Configurations” on page 47 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” on page 44.
To specify configuration parameters
1 Navigate to the Administration - Communications screen, then the All Configurations view.
2 In the Configurations list, click to select the configuration record for which you are specifying 
parameters.
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3 In the Parameters list:
a If the configuration does not include all supported parameters you require, then add a record for 
each such parameter, specifying the parameter name and parameter value.
b Verify or edit values for all the parameters in your configuration. 
c 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” on page 44.
The following are the parameters for communications configurations:
■ AutoLoadDriver. Specifies the loading behavior of the CTI driver:
■ If AutoLoadDriver is set to 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.
■ You must set AutoLoadDriver to False for an agent to be able to use hoteling if all of the 
following are true:
❏ The agent is using a Siebel application for which Siebel Open UI is enabled.
❏ The browser has proxy connections enabled.
❏ The agent is logged in to a hoteling computer, that is, a computer whose host name is 
associated with a teleset located at the same station.
In this case, after starting the Siebel application, the agent is prompted to enter the local 
computer’s host name in the communications toolbar and then clicks Set Up Hoteling. As a 
result, the CTI driver is loaded and the agent can then log in to the CTI system or is logged 
in automatically if automatic login is in effect.
NOTE: It is strongly recommended that, for the communications configuration in which you set 
AutoLoadDriver to False, you associate only the agents for which the preceding conditions apply. 
Otherwise, other agents are prompted to specify the computer host name unnecessarily.
The ability to set AutoLoadDriver to False is available only for deployments using Siebel Open UI. 
For more information about hoteling, see “Configuring Telesets for Hoteling” on page 168. For 
more information about using Siebel Open UI, see Siebel Fundamentals for Siebel Open UI.
■ 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.
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■ 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” on 
page 218 and “Configuring Communications Login and Logout” on page 172.
■ 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” on page 218 and “Configuring Communications Login and 
Logout” on page 172.
■ 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” on page 172.
■ 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” on page 172.
■ 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 Name Server. 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.
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■ 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 Name Server applicable to 
your backup Communications Session Manager components. The value is the Name Server 
computer name or IP address.
Include the port number if the Siebel Gateway Name Server 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 Name Servers. 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 right driver to handle the requests. For more information, see the description of the 
BackupCommSessionMgr parameter.
■ BringSiebeltoFrontBrowserTitle. Specifies 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 work item arrives. 
The purpose of the parameter is to help the user to notice the new incoming interaction. This 
parameter is available only for deployments using Siebel Open UI. For more information about 
Bring Siebel to Front, see “Preference Settings for Communications” on page 218. For more 
information about Siebel Open UI, see Configuring Siebel Open UI.
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■ 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” on 
page 152.
This parameter is available only for deployments using Siebel Open UI. For more information 
about Siebel Open UI, see Configuring Siebel Open UI. The pop-up window that appears in a list 
applet and the ability to make a call from a form applet require Siebel Open UI.
■ 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” on page 178.
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■ 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 Name Server. In this case, the EnterpriseServer and GatewayAddress 
parameters are optional.
NOTE: If Siebel Server load balancing is enabled, then 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” on page 213.
■ 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” on page 175.
■ 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. 
NOTE: The Virtual CTI driver has a driver parameter named Driver:CountryCodeDelimiter, which 
has the default value of a period (.). A similar parameter might be defined for a custom driver. 
Use the same value for the CountryCodeDelimiter configuration parameter as you do for a 
corresponding driver parameter. For more information, see “Virtual CTI Driver Parameters” on 
page 236.
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■ DialingFilter.RuleN. 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” 
on page 165 and “Using Macro Expansion for Character Fields” on page 151.
■ 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 Name Server for the Siebel Server 
on which the applicable Communications Session Manager is running. The value is the Name 
Server computer name or IP address.
Include the port number if the Siebel Gateway Name Server 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 Gateway Name Servers. 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.
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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 above the communications toolbar. An example message might be Call from 
6505060000. For more information, see “Preference Settings for Communications” on page 218. 
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” on page 169.
■ 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” on page 218 and “Configuring Communications Login and Logout” on page 172.
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■ 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” on page 218 and “Configuring Communications Login and Logout” on page 172.
■ 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 Web Server Extension (SWSE) after 
the client receives an invalid request response (that is, a response to an invalid request) from 
the SWSE. 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 
SWSE, 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: