Genesys 7.5 Siebel CRM Gplus Adapter Deployment Guide

“Configuration and Installation of the

Voice Component” and

Chapter 7 , “Configuration and Installation of the

Multimedia Component”

Before Importing the Definition File

The

GenComm_universal.def file includes commands and events to support the

Voice, Multimedia, and Media Routing components. Use this file to create the drivers and the profiles for these components.

To implement some configurations, you must modify the GenComm

_universal.def file before importing it.

Migrations and Upgrades

If you are migrating or upgrading to the Gplus Adapter 7.5 for Siebel CRM, refer to the Genesys 7 Migration Guide for crucial information about migrating your customizations to the newer version of the Adapter. The Genesys 7

Migration Guide includes information and examples that may simplify the migration of customizations coded in your old

.def

file.

Gplus Adapter implementation libraries are common to all driver-based components (Voice, Multimedia, Media Routing) of the Gplus Adapter 7.5 for

Siebel CRM.

This means that if any of the driver-based components is upgraded to the newer version, then all Gplus Adapter for Siebel CRM components running in this Siebel Server will share and use the new upgraded Adapter implementation libraries.

22 Gplus Adapter 7.5

Chapter 1: System Requirements System Requirements for Gplus Adapter Components

System Requirements for

G

plus

Adapter Components

The Gplus Adapter is integrated with the Siebel Server, so all Siebel Server hardware and software requirements are applicable to the Gplus Adapter and its components. The Siebel Server must have the Communications Session

Manager component enabled in order to use the Gplus Adapter. Refer to the

Siebel documentation for current system requirements.

Note:

Information about supported operating systems and platforms is available in the Genesys 7 Supported Operating Systems and

Databases Reference Manual.

Note:

For the most up-to-date information about supported Genesys applications, consult the Gplus Adapter for Siebel CRM chapter in the latest Genesys 7 Interoperability Guide.

Gplus Communication Server Requirements

Hardware Requirements

You need the following hardware to deploy the Gplus Adapter for Siebel CRM

Communication Server:

•

Pentium III 700 Mhz CPU or faster

•

256 MB of RAM

•

64 MB of disk space

•

800 × 600 256-color monitor or higher

•

Network adapter and network connection

Note:

These are minimum hardware requirements. For large call centers and/or large call volumes, more hardware resources (especially RAM and CPU) will be required.

Gplus Adapter for Siebel CRM—Deployment Guide 23

Chapter 1: System Requirements System Requirements for Gplus Adapter Components

Software Requirements

You need the following software to deploy the Gplus Communication Server.

Genesys Applications

•

Consult the Gplus Adapter for Siebel CRM chapter in the Genesys 7

Interoperability Guide.

Configuration Synchronization Component Requirements

Hardware Requirements

You need the following hardware to deploy the Gplus Adapter for Siebel CRM

Configuration Synchronization Component:

•

Pentium III 700 Mhz CPU or faster

•

256 MB of RAM

•

200 MB of disk space

•

800 × 600 256-color monitor or higher

•

Network adapter and network connection

Note:

These are minimum hardware requirements. For large call centers and/or large call volumes, more hardware resources (especially RAM and CPU) will be required.

Software Requirements

You need the following software to deploy the Gplus Adapter for Siebel CRM

Configuration Synchronization Component:

Siebel 7.5.3, 7.7/7.8/8.0/8.1 Applications

•

Siebel Server

•

Siebel Tools

•

Siebel Web Engine

•

Siebel Web Client

Genesys Applications

•

Framework 7.0, 7.1, 7.2, or 7.5

24 Gplus Adapter 7.5

Chapter 1: System Requirements System Requirements for Gplus Adapter Components

Campaign Synchronization Component Requirements

Hardware Requirements

You need the following hardware to deploy the Gplus Adapter for Siebel CRM

Campaign Synchronization Component:

•

Pentium III 700 Mhz CPU or faster

•

256 MB of RAM

•

500 MB of disk space

•

800 × 600 256-color monitor or higher

•

Network adapter and network connection

Note:

These are minimum hardware requirements. For large call centers and/or large call volumes, more hardware resources (especially RAM and CPU) will be required.

Software Requirements

You need the following software to deploy the Gplus Adapter 7.5 for Siebel

CRM Campaign Synchronization Component.

Siebel 7.5.3, 7.7/7.8/8.0/8.1 Applications

•

Siebel Server

•

Siebel Tools

•

Siebel Web Engine

•

Siebel Web Client

•

Siebel Marketing

Note:

Campaign Synchronization functionality is intended for use with the

Outbound Campaign feature, which requires Siebel Marketing; so

Campaign Synchronization effectively requires Siebel Marketing.

Genesys Applications

•

Framework 7.0, 7.1, 7.2, or 7.5

•

Outbound Contact 7.0, 7.1, or 7.2, or 7.5 (7.2 or higher required for support of Call Result synchronization)

Gplus Adapter for Siebel CRM—Deployment Guide 25

Chapter 1: System Requirements System Requirements for Gplus Adapter Components

Voice Component Requirements

The Voice Component includes several features:

•

Basic Voice

•

Expert Contact

•

Outbound Campaign

•

Universal Callback

Most of these Voice features can be regarded as options, but to deploy any feature of the Siebel CRM Voice Component, you must first deploy the fundamental Basic Voice feature. The system requirements for this feature are listed below.

Basic Voice Feature (Fundamental Voice Component)

Requirements

The following minimum requirements apply to all Voice Component features.

Siebel 7.5.3, 7.7/7.8/8.0/8.1 Applications

•

Siebel Server

•

Siebel Call Center

•

Siebel Tools

•

Siebel Web Client

Genesys Applications

•

Framework 7.0, 7.1, 7.2, or 7.5

•

Gplus Communication Server 7.2 or 7.5

•

Configuration Server 7.0, 7.1, 7.2, or 7.5

•

Configuration Manager 7.0, 7.1, 7.2, or 7.5

•

T-Server 7.0, 7.1, 7.2, or 7.5 (7.2 or higher is required if using Two-Step

Network Transfer functionality)

Expert Contact Feature Requirements

In addition to the requirements for the Basic Voice feature listed above, you need the following software to deploy the Expert Contact feature of the Voice

Component.

Genesys Gplus Adapter Components

•

Basic Voice

26 Gplus Adapter 7.5

Chapter 1: System Requirements System Requirements for Gplus Adapter Components

Genesys Applications

•

Genesys Expert Contact 7.0, 7.1, or 7.2

Outbound Campaign Feature Requirements

In addition to the requirements for the Basic Voice feature listed above, you need the following software to deploy and use the Outbound Campaign feature.

Siebel 7.5.3, 7.7/7.8/8.0/8.1 Applications

•

Siebel Marketing

Note:

In addition to the fundamental Siebel application requirements (the requirements imposed by the Basic Voice feature), the Outbound

Campaign feature also requires Siebel Marketing. Siebel Marketing is required to manage outbound campaign interactions.

Genesys Applications

•

Outbound Contact 7.0, 7.1, 7.2, or 7.5

Genesys Gplus Adapter Components

•

Gplus Configuration Synchronization Component

•

Gplus Campaign Synchronization Component

Universal Callback Feature Requirements

In addition to the requirements for the Basic Voice feature listed above, you need the following software to deploy the Universal Callback feature of the

Voice Component:

Genesys Applications

•

Universal Callback Server 7.1

Gplus UCS Gateway Requirements

Hardware Requirements

You need the following hardware to deploy the Gplus Adapter for Siebel CRM

Communication Server:

•

Pentium III 700 Mhz CPU or faster

•

256 MB of RAM

Gplus Adapter for Siebel CRM—Deployment Guide 27

Chapter 1: System Requirements System Requirements for Gplus Adapter Components

•

64 MB of disk space

•

800 × 600 256-color monitor or higher

•

Network adapter and network connection

Note:

These are minimum hardware requirements. For large call centers and/or large call volumes, more hardware resources (especially RAM and CPU) will be required.

Software Requirements

You need the following software to deploy the Gplus UCS Gateway.

Genesys Applications

•

Framework 7.2 or 7.5

Other Applications

•

Sun Java Runtime Environment (JRE) 1.5.x

Multimedia Component Requirements

You need the following software to deploy the Gplus Adapter 7.5 for Siebel

CRM Multimedia Component.

Siebel 7.5.3, 7.7/7.8/8.0/8.1 Applications

•

Siebel Server

•

Siebel Tools

•

Siebel Call Center

•

Siebel Web Client

Genesys Applications

•

Framework 7.2 or 7.5

•

Multimedia 7.2 or 7.5

•

Universal Routing 7.2 or 7.5

Note:

For information about service packs and patches required by Siebel, see Siebel documentation and the Siebel Technical Support website.

28 Gplus Adapter 7.5

Chapter 1: System Requirements Date and Time Synchronization

Gplus Adapter Media Routing Component Requirements

You need the following software to deploy the Gplus Adapter 7.5 for Siebel

CRM Media Routing Component.

Siebel 7.5.3, 7.7/7.8/8.0/8.1 Applications

•

Siebel Server

•

Siebel Tools

•

Siebel Call Center

•

Siebel Web Client

Genesys Applications

•

Multimedia 7.2 or 7.5

•

Framework 7.2 or 7.5

•

Universal Routing 7.2 or 7.5

Genesys Gplus Adapter Components

•

Gplus Adapter 7.5 for Siebel CRM Multimedia Component

•

Gplus Communication Server 7.5

Date and Time Synchronization

Interactions between client/server applications in a multi-tiered computing environments rely heavily on the proper configuration of the client and host system. An important consideration is the proper management of the

Date/Time and Time Zone configuration.

The records exchanged among Genesys, Siebel, and database systems carry timestamps. Computing systems designed to work together can produce unpredictable results if the system dates and time are not synchronized.

Therefore, please make every effort to adhere to the following time synchronization guidelines:

•

Enterprise servers that host Genesys, Siebel or database applications should have their Time Zone configured properly for their particular geographic region. To configure the timezone, please see the instructions from the hardware or software manufacturer for your particular operating system(s).

•

As a best practice, all servers that process Genesys and Siebel data should be synchronized to the second. This synchronization should be maintained continuously and validated on a regular basis. For security reasons,

Genesys strongly recommends the use and deployment of Network Time

Gplus Adapter for Siebel CRM—Deployment Guide 29

Chapter 1: System Requirements Date and Time Synchronization

Protocol (NTP), version 4.1 or greater. The full protocol suite should be deployed, and derivative protocols like DAYTIME, SNTP, or RDATE should be avoided.

•

For a large environment with multiple call centers or multiple contact points, the deployment of a network time appliance with stratum 1 access should be considered. For those deployments in WAN environments where packet latency may affect NTP operation, multiple NTP appliances should be deployed to individual LAN segments. Genesys does not recommend particular equipment at this time, however, we do want you to be aware of the following manufacturers of dedicated timeserver hardware:

EndRun Technologies http://www.endruntechnologies.com

Datum Corporation http://www.datum.com

True Time http://www.truetime.com

TrueTime http://www.truetime.com

Lantronix http://www.lantronix.com

Praecis Cntp

Syncserver S100

TimeVault

NTS-200

CoBox NTP

•

For enterprise deployments in regulated environments (financial services, insurance, government, brokerage, and so on), check with appropriate legal resources. Certain jurisdictions have specific requirements that may supersede these suggestions.

•

Deployment of timeserver resources can impact the operations of certain authentication technologies. You should coordinate the deployment of NTP with members of your systems security and database technologies department(s).

•

For more information about NTP, see http://www.ntp.org.

30 Gplus Adapter 7.5

Chapter

Configuration and

Installation of the G

Siebel CRM

plus

Communication Server for

This chapter describes how to configure and install the Gplus Communication

Server for Siebel CRM.



This chapter includes the following sections:

Overview, page 31

New in This Release, page 32

Planning, page 32

Configuring Genesys, page 33

Installation, page 44

Configuring Siebel, page 52

Overview

The Gplus Communication Server for Siebel CRM reduces in-process coupling between Genesys and Siebel code and to increase the isolation level among communication components. The result is decreased risk of failure and more flexible deployment possibilities for a heterogeneous environment

(platforms, operating system).

The Gplus Communication Server for Siebel CRM communication component consists of two major parts:

Genesys Communication Driver. The Communication driver is a thin layer which delivers messages between Siebel Communication Server and the Gplus

Gplus Adapter for Siebel CRM—Deployment Guide 31

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM New in This Release

Communication Server. The Gplus Communication driver must be deployed on a Siebel Server host.

Gplus Communication Server. The Gplus Communication Server acts as a host process for pluggable remote drivers for underlying Genesys communication middleware (voice T-Servers and Open Media Interaction

Server). The Communication Server may run on different hosts with different platforms and operating systems.

Note:

The Gplus Communication Server is a prerequisite for all driver-based components.

The process of configuring and installing the Gplus Communication Server for

Siebel CRM consists of:

Planning

Configuring Genesys

Installation of Communication Server

Deployment of Communication Driver on Siebel host

Configuring Siebel

New in This Release

This section provides information about new features or functionality in this release of the Gplus Communication Server:

•

Supports Siebel 8.0, 8.1.

•

Supports secure connection between the Gplus Communication Driver and the Gplus Communication Server.

•

Supports secure connection between the Gplus Communication Server and

Configuration Server.

•

Supports the Genesys Advanced Disconnect Detection Protocol (ADDP) for connections between the Gplus Communication Driver and the Gplus

Communication Server

Planning

In planning, you must answer the following question first:

Will the Gplus Communication Server for Siebel CRM be deployed on the

same host as the Siebel Server, or will it be deployed on a different host?

Important considerations to take into account include:

•

Average CPU load on Siebel server host

•

Network throughput, latency, and reliability

32 Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

The Gplus Communication Server is implemented as a Genesys server, and is represented by an application object in Genesys Configuration Manager.

Installation of the component delivers both the Gplus Communication Server

and the Genesys Communication Driver. This may be considered as installation of a Genesys server which delivers added capabilities: the Genesys

Communication Driver for a given platform (operating system).

Three deployment options (scenarios) may be considered:

1. Both the Server and Driver parts of the component may be deployed on the same host as the Siebel Server. In this case, one installation will deliver both parts to the required locations.

The Server part of the component may be deployed on a dedicated host, but on the same platform (operating system) as the Siebel host. Installation will be performed on the dedicated host, and the Driver part of the component should be moved manually to the Siebel Server host after that.

The Server part of the component may be deployed on a dedicated host which uses an operating system that is different than that of the Siebel host.

Technically this can be done, but requires two installations to deliver the

Server and Driver parts of the component to different platforms. One installation will be performed on the dedicated host to install the Server part. Another installation will be performed on the Siebel host to install the

Driver part. Note that the later installation will also install the Server part of the component along with the required Driver part.

Note:

The second installation requires an additional Application Object in Configuration Manager that is used only during installation.

Configuring Genesys

This section describes how to configure the Genesys section of the Gplus

Communication Server.

Importing the Application Template

To import the Communication Server Application Template:

1. In Configuration Manager, under Environment, right-click the

Application

Templates

folder.

Select Import Application Template.

Browse to and select the Application Template for the Communication

Server. The name of this template is:

Gplus_Comm_Server_for_SiebelCRM_750.apd

Click

Open.

The Properties dialog box for the

Application Template

object displays.

Gplus Adapter for Siebel CRM—Deployment Guide 33

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

Click

to accept the default values.

The

Application Template

object has been imported to the Genesys

Configuration Layer.

Creating the Application Object

To create the Application object for the Communication Server:

1. In Configuration Manager, under Environment, right-click the

Applications folder.

Select

New

Application.

Select the Application Template that you just created:

Gplus_Comm_Server_for_SiebelCRM_750.apd

Click

OK.

The Properties dialog box for the Application appears.

Below are instructions for configuring the tabs in the Properties dialog box, arranged in the order in which they display. The first tab is the General tab (see

Figure 1 ).

Figure 1: View of General Tab in Single-Tenant Environment

Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

General Tab

1. Enter the name of the Application object you are configuring.

Select the Tenants tab.

Tenants Tab

Figure 2: View of Tenants Tab

1. Select the Genesys Tenants under which the objects that are exported from

Siebel will be created.

For example, in

Figure 2 , the MCR tenant has been added.

Select the Server Info tab.

Gplus Adapter for Siebel CRM—Deployment Guide 35

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

Server Info Tab

Host

field: Use the

Browse

button to select the host where you are installing the Gplus Communication Server and click

OK.

Communications Port

field: Enter any valid port number for the port with the ID of default.

Genesys recommends setting this to 18001 , since this corresponds to the value provided by the installation sample configuration file for Siebel (the

.def file).

Notes:

This value determines the HTTP port number used by the Gplus

Communication Server to receive HTTP packets from the Gplus

Communication Driver. Use the value you enter here later when you configure the Siebel portion of the Gplus Communication

Server.

To configure a communication port that supports ADDP, leave the

Connection Protocol

field blank, or enter the word setup.

For proper support of ADDP functionality, you must have at least one communication port on the Gplus Communication Server side.

This port is used for communication with the Gplus

Communication Driver.

Communications Port

field (optional): To support the Media Routing

Component, add one more communication port with any valid ID and any valid port number. Set the

Connection Protocol

option value to tcp.

(If you do not need to configure the Media Routing Component, skip this step.)

Note:

This option determines the HTTP port number used by the Gplus

Communication Server to receive HTTP packets from the Siebel outgoing Web Service that the Media Routing Component uses. Use the value you enter here later when you configure the Siebel part of the

Media Routing Component.

4. Select the

Start Info

tab.

Start Info Tab

1. Working Directory field: Enter the full name of the Component installation directory on the host you specified on the Server Info tab. The value you enter in this field will be used as the default destination folder during installation.

Enter any valid value into each of the following fields:



Command Line

Command Line Arguments

36 Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

The values you enter in these fields will be overwritten during installation; however, data must be present in these fields during the configuration process.

Leave the default values for the remaining fields.

Select the Connections tab.

This step is mandatory for configuring the server to work with the Voice,

Multimedia, and Media Routing components. You may also configure a connection to the Genesys Message Server.

Connections Tab

Figure 3: View of Connections Tab in Multi-Tenant Environment

The content of the Connections tab depends on the Adapter components being used. For the Voice component it is necessary to add a connection to the corresponding T-Server. For backward compatibility, the Voice component also supports a way to define connection to the T-Server without adding the T-

Server to the Connections list, as in Release 7.2. For details, please see

“Connection to T-Server” on page 157 . For Multimedia and Media Routing

components, it is necessary to add a connection to the Interaction Server:

Gplus Adapter for Siebel CRM—Deployment Guide 37

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

1. Add a connection to the Interaction Server and/or T-Server, as shown in

Figure 3 .

Optionally, add a connection to the Genesys Message Server.

Optionally, add a connection to the Genesys Configuration Server.

Select the Options tab.

Options Tab

On the Options tab (see Figure 4 on page 38 ), in the Sections pane, the

following sections are listed:

•

HTTP

•

Log

•

open-media-driver

•

open-media-userdata

Double-click the HTTP section to start.

Figure 4: View of Options Tab

Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

HTTP Section Options

ClientPortRangeStart

(Optional) This option provides the value for the start of the port range used to open a client connection to the Gplus Communication Driver. A value of

0 means that the server relies on the operating system to assign a unique port number to the application. Valid values are positive integers greater than or equal to (>=) 0 . The default value is 0 .

Note:

If an invalid value is provided, the option value will be set to

(the default).

ConnectTimeout

This option provides the timeout value in milliseconds (ms) for connection to the Gplus Communication Driver. Valid values are positive integers greater than or equal to (>=) 1000 . The default value is 10000 .

MaxProcessingThreads

This option provides the value for the maximum number of allowed threads that process incoming requests. Valid values are positive integers greater than or equal to (>=) 4. The default value is

MaxClientConnections

This option provides the value for the maximum number of allowed client connections to a particular endpoint (listening port on the driver side). Valid values are positive integers greater than or equal to (>=) 4. The default value is

RetryAttempts

This option is used to control the number of attempts to send a request from the

Gplus Communication Server to the Gplus Communication Driver. Valid values are positive integers greater than or equal to (>=) 1 . The default value is

RequestTimeout

(Optional) This option provides the timeout value in milliseconds (ms) for handling an HTTP request submitted by the Communication Server to the

Communication Driver. The valid values are positive integers that are greater than (>) the defined minimum value. Where, the minimum value is calculated, as follows:

(

ConnectTimeout

) x (

RetryAttempts

) x (2.5)

The default value is

30000

Gplus Adapter for Siebel CRM—Deployment Guide 39

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

Note:

If an invalid value is provided, the option value will be calculated as defined above (it will not be set as the default value).

ServiceInactivityTimeout

(Optional) This option provides the timeout value in milliseconds (ms) for handling an inactive agent session. If there is no agent activity during the period of the timeout, the agent's session is treated as lost, and is removed.

Default value is

3600000

. Valid values are

or positive integers greater than or equal (>=) 600000 . If ServiceInactivityTimeout equals 0 , the lost sessions will not be removed.

Note:

If an invalid value is provided, the option value will be set to

3600000

(the default).

ADDPTimeout

(Optional) Specifies the time interval (in seconds) that Gplus Communication

Server waits for a response from the Gplus Communication Driver after sending a polling signal. This option is applicable for client connections from

Gplus Communication Server to the Gplus Communication Driver. Valid values are non-negative integers (greater than or equal to

). The value

(default) turns the ADDP protocol off for all client connections from Gplus

Communication Server to the Gplus Communication Driver.

ADDPRemoteTimeout

(Optional) Specifies the time interval (in seconds) that the Gplus

Communication Driver waits for a response from Gplus Communication

Server after sending a polling signal. This option is applicable for client connections from Gplus Communication Server to the Gplus Communication

Driver. Valid values are non-negative integers (greater than or equal to

). The value

(default) disables this option for all client connections from Gplus

Communication Server to the Gplus Communication Driver.

ADDPTrace

(Optional) Specifies if the trace functionality is on or off. This option is applicable for client connections from Gplus Communication Server to the

Gplus Communication Driver. Valid values are: off

(default)—trace is off; local

—trace is on for Gplus Communication Server; remote

—trace is on for

Gplus Communication Driver; both

—trace is on for both sides.

Log Section

The Gplus Communication Server supports the unified set of log options

(common log options) to allow precise configuration of the log file output. For a complete list of unified log options and their descriptions, see the “Common

40 Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

Selective

Protection of

Sensitive Data in

Logs

Log Options” chapter of the Framework 7 Configuration Options Reference

Manual.

To protect against presentation in the Adapter’s log of private parameters included in

UserData

Extensions

, and

Reasons

, a number of options can be configured in the Options section of the Gplus Communication Server

Application Object in Configuration Manager.

These options are described in the

Log-Filter

and

Log-Filter-Data

sections of the Framework 7.5 Configuration Options Reference Manual.

The

Log-Filter

section defines the parameter default-filter-type

with valid values copy

, hide

or skip

. This parameter specifies the default method of presenting

KVList

information (including

UserData

Extensions

, and

Reasons

)

in the log. See Figure 5 on page 42

for an example.

The

Log-Filter-Data

section defines a list of key-value pairs and specifies the way of presenting each individual KVList pair defined by the key name in the log. The key

defines the parameter name, while the value

(which can be defined as copy

, hide

or skip) specifies how this parameter will be presented

in the log. See Figure 6 on page 43

for an example.

Gplus Adapter for Siebel CRM—Deployment Guide 41

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys

Figure 5: Log-Filter Parameters in Configuration Manager

Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Genesys



Figure 6: Log-Filter-Data Parameters in Configuration Manager open-media-driver Section internal-port Option

This option is used to define the port number used for interthread communications. A value of

-1

disables the option. A value of

indicates that the port will be selected automatically. Any positive integer value defines the exact port value. Default value is 1 .

service-duplicate-overwrite Option

When this option is set to true

, subsequent agent sessions with the same user name will be allowed, and the previous agent session will be disabled. When this option is set to false , only one session per agent is allowed. Default value

Gplus Adapter for Siebel CRM—Deployment Guide 43

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Installation is false

. This option is needed as a workaround when a session is not closed by

Siebel, but the browser is forcibly closed.

open-media-userdata Section

ThirdPartyId Option

This option defines how particular user data will be sent to Siebel. All data is normally sent encoded as a single

UserData

field. It may be convenient to have part of the user data delivered to Siebel as a top-level key. The user data key should be added to the section with the value top

, indicating that the key will be sent as a top-level key in the data set. Default value is top .

Installation

This section describes the installation process for the Gplus Adapter 7.5

Communication Server for Siebel CRM. Depending on your chosen

deployment option (see “Planning” on page 32 ) one or two installations should

be performed.

To run an installation that delivers the Driver part of the component directly under the Siebel Server (Deployment Scenario 1 and the second installation in

Deployment Scenario 3), the system administrator should have appropriate privileges and stop the Siebel Server before installation.

Note:

Do not use special symbols in any destination directory name when installing in a UNIX environment.

1. To start the installation process, run the setup.exe

file (for Windows), or install.sh

file (for UNIX) from the Gplus Communication Server installation package.

Answer installation questions according to your selected deployment scenario.

Deployment of Communication Driver on the Siebel Host

This section’s steps are required for Deployment Scenario 2 (see “Planning” on page 32 ).

1. Stop the Siebel Server.

Move files from the Driver subdirectory of the target installation directory on the dedicated host to the bin

folder (for Windows), or to the lib

folder

(for UNIX) in the Siebel directory hierarchy of the Siebel host.

44 Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Installation

Configuring GenCommDrv.ini (Optional)

GenCommDrv.ini

is delivered by the installation, or manually (in Deployment

Scenario 2) to the bin

folder (for Windows), or the lib

folder (for UNIX) in the

Siebel directory hierarchy of the Siebel host. It describes the default configuration of the Driver part of the component. An advanced administrator may change that predefined configuration, but should take responsibility for coordination of options for the Driver and Server parts of the component.

The properties in the

GenCommDrv.ini file are:

Table 4: GenCommDrv.ini Parameters

Property Name

SiebelAPI

LogFile

Values Description

Default Value: 2

General Section

Valid Values: 1, 2

Note: If an invalid value is applied, the default value (2) is used.

(Optional) This property defines the Siebel API version to use.

Valid Values: A positive integer greater than or equal to (>=)1000

Note: If an invalid value is applied, the default value (2000) is used

(Optional) This property provides the timeout value in milliseconds (ms) for CheckService activities between GenCommDrv and GenCommServer.

Log Subsystem Section

Default Value:

GenCommDrv

Valid Values: Any non-empty string.

Note: If an invalid value is applied, the default value

(GenCommDrv) is used.

(Optional) This property provides the GenCommDrv log file name prefix.

Gplus Adapter for Siebel CRM—Deployment Guide 45

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Installation

Table 4: GenCommDrv.ini Parameters (Continued)

Property Name

LogDir

LogExt

MaxLogKB

LogFilesCount

Values

Default Value: log

Valid Values: A nonempty string.

Note: If an invalid value is applied, the default value (log) is used.

Description

Default Value: ./

Valid Values: A valid and accessible directory path.

Note:

If an empty string is applied, then the default (./) will be used.

If an invalid directory path is provided or is not accessible, then the file will not be created.

(Optional) This property provides the directory name where the logs will be stored.

(Optional) This property provides the GenCommDrv log file name extension.

Default Value: 10240

Valid Values: A positive integer greater than or equal to (>=) 100.

Note: If an invalid value is applied, the default value (10240) is used.

(Optional) This property provides the maximum

GenCommDrv log file size in kilobytes.

Default Value: 10

Valid Values: A positive integer greater than or equal to (>=) 2.

Note: If an invalid value is applied, the default value (10) is used.

(Optional) This property provides the number of log files.

46 Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Installation

Table 4: GenCommDrv.ini Parameters (Continued)

Property Name

LogLevel

RetryAttempts

ConnectTimeout

Values Description

Default Value: 2

Valid Values: 0, 1, 2,

3, 4, 5, 6

Note: If an invalid value is applied, the default value (2) is used.

(Optional) This property defines the trace level.

Valid values for this parameter are:

•

—All messages (log events of Standard, Trace,

Interaction, and Debug levels) are logged.

•

—The same as

•

—Messages of low priority are logged.

•

—Messages of normal priority are logged.

•

—Messages of high priority are logged.

•

—Log alarm messages only are logged.

•

—

No messages are logged.

HTTP Client Connection Section

Default Value: 1

Valid Values: A positive integer greater than or equal to (>=) 1.

Note: If an invalid value is applied, the default value (1) is used.

(Optional) This property is used to control the number of attempts to send a request from the Gplus

Communication Driver to the Gplus Communication

Server.

Default Value: 10000

Valid Values: A positive integer greater than or equal to (>=) 1000.

Note: If an invalid value is applied, the default value (10000) is used.

(Optional) This property provides the timeout value in milliseconds (ms) for connection to the Gplus

Communication Server.

Gplus Adapter for Siebel CRM—Deployment Guide 47

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Installation

Table 4: GenCommDrv.ini Parameters (Continued)

Property Name Values Description

RequestTimeout Default Value: 30000

Valid Values: A positive integer that is greater than (>) the defined minimum value. Where, the minimum value is calculated, as follows:

(

ConnectTimeout

) x

(

RetryAttempts

) x

(2.5)

Note: If an invalid value is applied, the value will be calculated as defined for the valid value (it will not be set as the default value).

(Optional) This property provides the timeout value in milliseconds (ms) for handling an HTTP request submitted by the Gplus Communication Driver to the Gplus Communication Server.

MaxProcessingThreads Default Value: 50

Valid Values: An integer greater than or equal to (>=) 4.

Note: If an invalid value is applied, the default value (50) is used.

(Optional) This property provides the value for the maximum number of allowed threads that process incoming requests.

MaxClientConnections Default Value: 25

Valid Values: An integer greater than or equal to (>=) 4.

Note: If an invalid value is applied, the default value (25) is used.

(Optional) This property provides the value for the maximum number of allowed client connections to a particular endpoint (listening port on the server side).

48 Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Installation

Table 4: GenCommDrv.ini Parameters (Continued)

Property Name Values Description

ClientPortRangeStart Default Value: 0

Valid Values: A positive integer greater than or equal to (>=) 0.

Note: If an invalid value is applied, the default value (0) is used.

(Optional) This property provides the value for the start of the port range used to open a client connection to the Gplus Communication Driver. A value of 0 means that the server relies on the operating system to assign a unique port number to the application.

Security Properties of HTTP Connection Section

Certificate Default Value: “” (an empty string)

Valid Values:

For Windows this should be a base64 or hex encoded string.

For Unix, this should be the absolute path to the certificate file

(see also

“Connection to T-

Server” on page 157

Note: If the value is an empty string (

“”

), an insecure connection will be used.

(Optional) This property identifies the certificate to be used.

Gplus Adapter for Siebel CRM—Deployment Guide 49

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Installation

Table 4: GenCommDrv.ini Parameters (Continued)

Property Name

CertificateKey

TrustedCA

Values Description

Default Value: “” (an empty string)

Valid Values:

For Windows, this property is not used.

Therefore, no valid values are defined.

For Unix, this is the full path to the private key file:

<serial_#>_<host_nam e>_priv_key.pem

(see “Connection to

T-Server” on page 157 in

(Optional) This property identifies the Certificate

Key to be used .

Default Value: “” (an empty string)

Valid Values:

For Windows, this property is not used.

Therefore, no valid values are defined.

For Unix, this is the full path to the certificate authority file: ca_cert.pem

(see “Connection to

T-Server” on page 157 in

New in This Release, page 56

). Default value is

“”

(empty string).

(Optional) This property identifies the full path to the certificate authority file.

50 Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Installation

Table 4: GenCommDrv.ini Parameters (Continued)

Property Name Values Description

ADDPTimeout

ADDPRemoteTimeout

ADDPTrace

ADDP Parameters for HTTP Connections

Default Value:

Valid Values: nonnegative integers

(The value

turns the

ADDP protocol off for all client connections.)

(Optional) Specifies the time interval (in seconds) that Gplus Communication Driver waits for a response from the Gplus Communication Server after sending a polling signal. This option is applicable for client connections from Gplus

Communication Driver to the Gplus

Communication Server.

Default Value:

Valid Values: nonnegative integers

Default Value: off

Valid Values: off , local

, remote

, both

(Optional) Specifies the time interval (in seconds) that the Gplus Communication Server waits for a response from Gplus Communication Driver after sending a polling signal. This option is applicable for client connections from Gplus Communication

Driver to the Gplus Communication Server.

(Optional) Specifies if the trace functionality is on or off. This option is applicable for client connections from Gplus Communication Driver to the Gplus Communication Server.

The contents of the

GenCommDrv.ini file are shown below:

// General

SiebelAPI = 2

CheckServiceTimeout = 2000

// Log subsystem properties

LogFile = GenCommDrv

LogDir = ./

LogExt = log

MaxLogKB = 10240

LogFilesCount = 10

LogLevel = 2

// HTTP Client connection properties

RetryAttempts = 1

ConnectTimeout = 10000

RequestTimeout = 30000

MaxProcessingThreads = 50

MaxClientConnections = 25

ClientPortRangeStart = 0

Gplus Adapter for Siebel CRM—Deployment Guide 51

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Siebel

// Security properties of HTTP connection

Certificate = ""

CertificateKey = ""

TrustedCA = ""

// ADDP parameters for HTTP connections

ADDPTimeout = 0

ADDPRemoteTimeout = 0

ADDPTrace = off

Configuring Siebel

This section describes how to configure the Siebel part of the Communication

Server.

Siebel CTI Configuration

To Start using the Communication Server it is necessary to create a corresponding communication configuration and communication profile for

GenCommDrv . Genesys provides the GenComm_universal.def

configuration file as an example of configuration.

The following parameters are mandatory for the Communication driver:

Note:

Additional parameters may be mandatory to use with voice or multimedia. Refer to the appropriate chapters in this manual

PrimaryGenCommServerURL

This should specify the URL of the Communication Server. For example:

PrimaryGenCommServerURL=http://cti.mycompany.com:9121 where cti.mycompany.com

is the host name where the Gplus Communication

Server is installed (must be resolvable from the Siebel host), and

9121

is an example of a port as configured in Genesys Configuration Manager.

Note:

In Configuration Manager the port must be empty (the default) or have the value setup for the Connection Protocol option.

SCAPIServerURL

This should specify the local URL. The Communication driver will listen to this URL for incoming events. For example: http://sbl.mycompany.com:11722 where sbl.mycompany.com

is the host where the Siebel Server is running (must be resolvable from the Gplus Communication Server host), and

11772

is an

52 Gplus Adapter 7.5

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Siebel example of an unused port. The driver will listen to this port for incoming events.

Gplus Adapter for Siebel CRM—Deployment Guide 53

Chapter 2: Configuration and Installation of the Gplus Communication Server for Siebel CRM Configuring Siebel

54 Gplus Adapter 7.5

Chapter

Configuration and

Installation of the

Configuration

Synchronization

Component

This chapter describes how to configure and install the Gplus Adapter 7.5 for

Siebel CRM Configuration Synchronization Component, a server-based component.



This chapter includes the following sections:

Overview, page 55

Configuring Genesys, page 56

Installation, page 69

Configuring Siebel, page 71

Run Time Events Used by the Configuration Synchronization Component, page 78

Genesys Config Synchronization Business Service - User Properties, page 79

Starting the Configuration Synchronization Component, page 81

Overview

The Gplus Adapter for Siebel CRM Configuration Synchronization

Component is a server-based component. The process for configuring and installing this component is significantly different than the process for driverbased components.

Gplus Adapter for Siebel CRM—Deployment Guide 55

Chapter 3: Configuration and Installation of the Configuration Synchronization Component New in This Release

The process of configuring and installing the Configuration Synchronization

Component includes three general procedures:

•

Configuring Genesys

•

Installation of the Configuration Synchronization Component

•

Configuring Siebel.

Each of these procedures is explained in detail under a separate heading below.

Before importing agent configuration data from Siebel to Genesys, see the

Gplus Adapter 7.5 for Siebel CRM User’s Guide and read the section

“Synchronizing Siebel Extensions and ACD Queues with Genesys

Configuration.”

New in This Release

Other than Adapter-wide support for Siebel 8.0/8.1, no new functionality was added for the 7.5 release of the Configuration Synchronization component.

Configuring Genesys

This section describes how to configure the Genesys section of the

Configuration Synchronization Component.

Prestart Information

Before starting the configuration process you should have the following applications running:

Genesys Framework:

•

Configuration Database

•

Configuration Server

•

Configuration Manager

As a Configuration Manager user, you should have sufficient privileges to make changes to Configuration Layer objects.

Importing the Application Template

To import the Configuration Synchronization Component Application

Template:

1. In Configuration Manager, under Environment, right-click the

Application

Templates

folder.

Select

Import Application Template.

56 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

Browse to and select the Application Template for the Configuration

Synchronization Component. This name varies slightly, depending on the version of CME being used, as follows:



For versions 7.0 and earlier, use:

Gplus_SiebelCRM_Config_Synch_750_for_CL_70.apd

For versions 7.1 and later, use:

Gplus_SiebelCRM_Config_Synch_750_for_CL_71_and_higher.apd

Click

Open.

The Properties dialog box for the

Application Template

object displays.

Click

to accept the default values.

The

Application Template

object has been imported to the Genesys

Configuration Layer. Next, you will create the

Configuration Layer

Application

object for the Configuration Synchronization Component.

Creating the Application Object

To create the Application object for the Configuration Synchronization

Component:

1. In Configuration Manager, under Environment, right-click the

Applications folder.

Select

New

Application.

Select the Application Template that you just created:

Gplus_SiebelCRM_Config_Synch_750_for_CL_71_and_higher.apd or

Gplus_SiebelCRM_Config_Synch_750_for_CL_70.apd

Click

OK.

The Properties dialog box for the Application appears.

Gplus Adapter for Siebel CRM—Deployment Guide 57

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

Below are instructions for configuring the tabs in the Properties dialog box, arranged in the order in which they display. The first tab is the General tab (see

Figure 7 ).

Figure 7: View of General Tab in Multi-Tenant Environment

General Tab

Enter the name of the Application object you are configuring. If you are working in a multi-tenant environment, go to the Tenants tab; otherwise, go to the Server Info tab.

Tenants Tab

The Tenants tab only displays if you are working in a multi-tenant environment.

Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

Select the Genesys Tenants under which the objects that are exported from

Siebel will be created.

Next, select the Server Info tab.

Server Info Tab

1. Host field: Use the Browse button to select the host where you are installing the Configuration Synchronization Component and click

OK.

Ports list: Add a port with any valid port number.

Note:

This option determines the HTTP port number used by the

Configuration Synchronization Component to receive HTTP packets from Siebel. You will use the value that you enter for this option when you configure the Siebel part of the Configuration

Synchronization Component.

Select the Start Info tab.

Start Info Tab

Enter any valid value into each of the following fields:



Command Line

Command Line Arguments

The values you enter in these fields will be overwritten during installation; however, data must be present in these fields during the configuration process.

Leave the default values for the remaining fields.

Select the Options tab.

Options Tab

On the Options tab (see Figure 8 on page 60 ), in the Sections pane, the

following sections are listed:

•

AgentLoginFolders

•

DNFolders

•

Genesys

•

Log

•

PersonFolders

Gplus Adapter for Siebel CRM—Deployment Guide 59

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

•

PlaceFolders

•

SkillFolders

•

SkillLevels

•

Tenants

Double-click the Genesys section to start.

Figure 8: View of Options Tab in a Multi-Tenant Environment

Genesys Section

UseSeparatorsForSkillName Option

Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

This option specifies how skill names will be generated, and specifically how the names are separated. By default, this value is set to

FALSE

, signifying that separators will not be used. If you need to generate skill names as they were in version 6.5, set this value to

TRUE

SkipSkillItemTypeName Option

This option specifies how skill names will be generated, and specifically if

Skill Item Type names (Skill names) will be written or not. By default, this value is set to FALSE , which means that Skill Item Type names (Skill names) will be written in Genesys CME during synchronization. If you need to omit

Skill Item Type names (Skill names), set this value to

TRUE

ServerURL Option

This option specifies the URL of the web server that has the Siebel Web

Engine installed. Initially, this option contains the template string:

ServerURL=<ServerUrl>/<path>/start.swe?SWEExtSource=<source>&SWEExtCmd=

Execute&UserName=<userName>&Password=<password> where:

is the first part of the URL you use to access your Siebel Server through the Siebel Web Client.

<path>

specifies a virtual path on the server referring to the specific Siebel Web

Extension configuration. The default value for this option is eai_enu .

refers to an entry in the

[HTTP Services]

section in the eai.cfg

file within your Siebel Server installation. The entry provides the mapping to a

Siebel Named Subsystem, which in turn describes the Business Service call.

The default value for <source> is GplusConfSynchExportAlldata .

You have to edit this URL template string according to your Siebel Web

Extension configuration. For example: http://www.myserver.com/eai_enu/start.swe?SWEExtSource=

GplusConfSynchExportAlldata

&SWEExtCmd=Execute&UserName=<userName>&Password=<password>

For security reasons, you do not need to put

and

<password> directly into the URL string. Use the username and password options instead.

username Option

This option specifies a Siebel user name for the Siebel Object Manager login to process a request from the Adapter. For example:

GenesysAdapter

This user name must be created in the Siebel environment. The user must have access to the Siebel database as Siebel Administrator.

Note:

Genesys does not recommend using a common login ID for this process.

Gplus Adapter for Siebel CRM—Deployment Guide 61

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

For more information about Siebel user administration, refer to your Siebel documentation.

password Option

This option specifies the password for the login user name above. For example:

GenesysAdapter

. This user name should be created in the Siebel environment. The user must have access to the Siebel database as a Siebel

Administrator.

Note:

Genesys does not recommend using a common login for this process.

For more information about Siebel user administration, see your Siebel documentation.

xslTransformer Option

This configuration option is optional. Use this option if you want to transform some values of synchronized data such as Phone number by your own rules.

The Adapter provides a mechanism to customize the transformation rules through an xsl file. In this case you have to add this option to the

Genesys section. The value of the option should be equal to the name of the xsl file. See the Gplus Adapter 7.5 for Siebel CRM Developer’s Guide for more information about this option.

Log Section

The Configuration Synchronization Component supports the unified set of log options (common log options) to allow precise configuration of the log file output. For a complete list of unified log options and their descriptions, see the

“Common Log Options” chapter of the Framework 7 Configuration Options

Reference Manual.

If you do not specify any log options, the default values apply.

PersonFolders Section

Each option in this section controls the mapping of a Siebel User ID to a

Configuration Manager folder, where the Siebel user with this User ID will create Person objects when importing information from Siebel.

For example, if you have a Tenant named myTenant

defined in Genesys

Configuration Manager and you want the Siebel user with the User ID user1

to create Person objects under the Configuration Manager folder

Folder1,

which is a subfolder of the Persons folder under Tenant myTenant . Create a new option in the

PersonFolders

section with user1

as the option name and

/Persons/Folder1

as the option value. Make sure that the Siebel Organization or Division whose objects Siebel user user1

will import is mapped to Tenant myTenant

(see “Tenants Section” on page 67

All Configuration Manager folders referenced in this section should be created in Genesys Configuration Manager prior to importing information from Siebel.

62 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

The relationship of Siebel User IDs to Genesys Configuration Manager folders in this section is many-to-one.

Note:

You can configure the import function using the options in this section, to assign different Configuration Manager folders in Genesys to various Siebel users. However, if the same Siebel data is imported into different Configuration Manager folders, errors during import will occur due to uniqueness constraints imposed by the Genesys

Configuration Layer. These errors result in Siebel and Genesys data being desynchronized. To avoid such errors, different Siebel users should import the same Siebel data into the same set of Configuration

Manager folders. Alternatively, if each Siebel user has a unique folder assignment, different Siebel users should not import the same Siebel data into Genesys.

PlaceFolders Section

Each option in this section controls the mapping of a Siebel User ID to a

Configuration Manager folder, where the Siebel user with this User ID will create Place objects when importing information from Siebel.

For example, if you have a Tenant, myTenant

defined in Genesys Configuration

Manager and you want the Siebel user with User ID user1

to create Place objects under Configuration Manager folder

Folder1, which is a subfolder of the

Places

folder under Tenant myTenant

. Create a new option in the

PlaceFolders

section with user1

as the option name and

/Places/Folder1

as the option value. Make sure that the

Siebel Organization or Division whose objects the Siebel user user1 will import is mapped to the Tenant myTenant

(see “Tenants Section” on page 67 ).

All Configuration Manager folders referenced in this section should be created in the Genesys Configuration Manager prior to importing information from

Siebel.

The relationship of Siebel User IDs to Genesys Configuration Manager folders in this section is many-to-one.

Gplus Adapter for Siebel CRM—Deployment Guide 63

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

Note:

You can configure the import function, using the options in this section, to assign different Configuration Manager folders in Genesys to various Siebel users. However, if the same Siebel data is imported into different Configuration Manager folders, errors during import will occur due to uniqueness constraints imposed by the Genesys

Manager folders. Alternatively, if each Siebel user has a unique folder assignment, different Siebel users should not import the same Siebel data into Genesys.

SkillFolders Section

Note:

If the

SkillFolders

application option contains an incorrect value (for example, a folder which does not exist), the

Person

, even without any skill, will not be exported from Siebel to Genesys.

Each option in this section controls the mapping of a Siebel User ID to a

Configuration Manager folder, where the Siebel user with this User ID will create Skill objects when importing information from Siebel.

For example, if you have a Tenant, myTenant

defined in Genesys Configuration

Manager and you want the Siebel user with User ID user1

to create Skill objects under Configuration Manager folder

Folder1,

which is a subfolder of the

Skills

folder under Tenant myTenant

. Create a new option in the

SkillFolders

section with user1

as the option name and

/Skills/Folder1

as the option value. Make sure that the

Siebel Organization or Division whose objects Siebel user user1

will import is mapped to Tenant myTenant

(see “Tenants Section” on page 67

All Configuration Manager folders referenced in this section should be created in Genesys Configuration Manager prior to importing information from Siebel.

The relationship of Siebel User IDs to Genesys Configuration Manager folders in this section is many-to-one.

64 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

Note:

Manager folders. Alternatively, if each Siebel user has a unique folder assignment, different Siebel users should not import the same Siebel data into Genesys.

AgentLoginFolders Section

Each option in this section controls the mapping of a Siebel User ID to a

Configuration Manager folder, where the Siebel user with this User ID will create Agent Login objects when importing information from Siebel.

For example, if you have a Switch, mySwitch

defined in Genesys Configuration

Manager and you want the Siebel user with User ID user1 to create Agent

Folder1,

which is a subfolder of the

Agent Logins

folder under switch mySwitch

. Create a new option in the

AgentLoginFolders

section with user1

as the option name and

/Agent Logins/Folder1 as the option value.

All Configuration Manager folders referenced in this section should be created in Genesys Configuration Manager prior to importing information from Siebel.

The relationship of Siebel User IDs to Genesys Configuration Manager folders in this section is many-to-one.

Note:

Manager folders. Alternatively, if each Siebel user has a unique folder assignment, different Siebel users should not import the same Siebel data into Genesys.

DNFolders Section

Each option in this section controls the mapping of a Siebel User ID to a

Configuration Manager folder, where the Siebel user with this User ID will create DN objects when importing information from Siebel.

Gplus Adapter for Siebel CRM—Deployment Guide 65

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

For example, if you have a Switch, mySwitch

defined in Genesys Configuration

Manager and you want the Siebel user with User ID user1

to create DN objects under Configuration Manager folder

Folder1, which is a subfolder of the

DNs

folder under switch mySwitch

. Create a new option in the

DNFolders

section with user1

as the option name and

/DNs/Folder1

as the option value.

All Configuration Manager folders referenced in this section should be created in Genesys Configuration Manager prior to importing information from Siebel.

The relationship of Siebel User IDs to Genesys Configuration Manager folders in this section is many-to-one.

Note:

You can configure the import function, using options in this section to assign different Configuration Manager folders in Genesys to various

Siebel users. However, if the same Siebel data is imported into different Configuration Manager folders, errors during import will occur due to uniqueness constraints imposed by the Genesys

Manager folders. Alternatively, if each Siebel user has a unique folder assignment, different Siebel users should not import the same Siebel data into Genesys.

SkillLevels Section

Options in this section define the mapping of Siebel Skill Expertise values to

Genesys Skill Level values. To map a Siebel Skill Expertise value to a Genesys

Skill Level value, create a new option within this section, where the option name is the value of the Siebel Skill Expertise and the option value is the value

of the Genesys Skill Level. The default mapping is shown in Figure 9 on page 67 .

66 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

Figure 9: The Default Mapping of Siebel Skill Expertise Values to Genesys

Skill Levels

After configuring the Application options, click

to save the Application object.

Tenants Section

Options in this section define the mapping of Siebel Organizations or

Divisions to Genesys Tenants. To map a Siebel Organization or Division to a

Genesys Tenant, create a new option within this section, where the option name is the name of the Genesys Tenant and the option value is the name of the Siebel Organization or Division.

For example, if you have an Organization named myOrganization

in Siebel and a Tenant named myTenant in Genesys, enter myTenant as the option name and myOrganization

as the option value. Then all Siebel objects that belong to myOrganization

Organization in Siebel will be created under myTenant

Tenant in Genesys.

The relationship of Siebel Organizations or Divisions to Genesys Tenants is one-to-one.

Gplus Adapter for Siebel CRM—Deployment Guide 67

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Genesys

Note:

If you are working in a single-tenant environment, this section will contain one option, where the option name is Resources and the option value is the name of your Siebel Organization or Division.

Configuring Security Settings

Security settings must be configured for the Configuration Synchronization

Component so that the Component can make changes to the Genesys

Configuration Layer objects. Follow the procedures outlined in the following sections to configure the security settings for the Application object you

created in “Creating the Application Object” on page 57

Creating a New Person

In Configuration Manager:

1. Right-click the

Persons

folder under Environment if you are working in a multi-tenant environment or under Resources if you are working in a single-tenant environment.

Select

New > Person.

The new Person window displays.

Select the General tab and enter the following parameters:



Employee ID: siebel7gplus



User Name: siebel7gplus

Is Agent: Clear

Click OK

Adding Person to the Super Administrators Access

Group

In Configuration Manager, to display the existing Access Groups:

1. Click the Access Groups folder under Environment if you are working in a multi-tenant environment or under Resources if you are working in a single-tenant environment.

Double-click

Super Administrators

Access Group to display its properties.

Click the Add button to add the Person you just created to the Users list.

Click OK .

Associating Person’s Account with the Application

In Configuration Manager, under Environment:

68 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Installation

1. Click the

Applications

folder to display the existing applications.

Double-click the Application object you just created to display its properties.

Select the Security tab, in the Log On As section, and select This Account.

The Add User window displays.

Select the Person you just created and click

Add.

Click

to close the Add User window.

Click

to save the Application object.

This completes the Genesys part of the configuration process. Now you are ready to install the Configuration Synchronization Component.

Installation

This section describes the installation process for the Gplus Adapter 7.5 for the

Siebel CRM Configuration Synchronization Component. Select one of the following sections depending on your environment.

Installation on Windows

To start the installation process, run the setup.exe

file from the Configuration

Synchronization Component installation package:

1. In the Welcome window, click

Next.

In the Configuration Parameters for the Genesys Configuration Server window, enter the following:



Host of Configuration Server



Port of Configuration Server

User Name

Password

Click

Next.

In the Select Application window, select the Application object you configured in the previous steps.

Click

Next.

In the Choose Destination Location window, click

to accept the default destination folder or use the Browse button to select a different destination folder.

Gplus Adapter for Siebel CRM—Deployment Guide 69

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Installation

Note:

If you want to deploy both the Configuration Synchronization

Component and the Campaign Synchronization Component, you must specify a unique destination folder for each component. This will prevent the installation package of one component from being overwritten by the installation package of the other component.

In the Ready to Install window, click

Install

In the Setup Complete window, click

Finish.

The Configuration Synchronization Component is now installed.

In the Gplus Adapter for Siebel CRM program folder in the Start menu, you can see that the installer created a shortcut for the Configuration

Synchronization Component.

Installation on UNIX

Note:

Do not use special symbols in any destination directory name when installing in a UNIX environment.

To install the Configuration Synchronization Component on a UNIX system:

1. In the directory where the Component installation package was copied, locate a shell script named: install.sh

Run this script from the command prompt by typing sh

and the file name: sh install.sh

When prompted, specify the host name of the computer on which the

Component will be installed.

Enter the host name of Configuration Server.

Enter the port of Configuration Server.

Enter the user name for Configuration Server.

Enter the password for the user name.

Choose the Configuration Server environment by its corresponding number.

Specify the application configured in the previous steps by its corresponding number.

10.

Specify the full path to the destination directory where you want the

Component to be installed.

70 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Siebel

Note:

If you want to deploy both the Configuration Synchronization

Component and Campaign Synchronization Component, you must specify a unique destination folder for each component. This will prevent the installation package of one component from being overwritten by the installation package of the other component.

The process places the Component in the directory that you specified during installation.

Configuring Siebel

This section describes how to configure the Siebel part of the Configuration

Synchronization Component.

Prestart Information

Before starting this part of the configuration process you must have the following application running.

•

Siebel Tools

You should be connected to the local copy of the Siebel Server database and should have sufficient privileges to check in and check out projects from the

Siebel Server Repository.

Configuring Siebel Using Siebel Tools

You will use Siebel Tools to compile an updated version of the Siebel

Repository File for one or more of the Siebel applications you use on your

Siebel Server, which you will then deploy on the server. For information about using Siebel Tools, see Siebel documentation.

Importing the GenesysConfigSynchronization.sif

Checking Out Existing Project

The Siebel implementation of the Configuration Synchronization Component makes use of run time events. To automate the process of creating run time events, which are required for Configuration Synchronization Component, you must modify the Personalization Action Set Business Component. To modify this object, you must check out the corresponding project from the Siebel

Repository.

72 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Siebel

To check out a project from the Siebel Repository:

1. In Siebel Tools, select Tools > Check Out...

The Check Out dialog box displays.

In the Projects list, select the Personalizations project.

Click

Check Out.

Next, import the PersonalizationActionSet.sif

archive.

Defining the Export of Siebel Extensions of Type S as

ACD Positions in Genesys

The Configuration Synchronization Component can export Siebel extensions of type S to Genesys as Extensions or ACD Positions. By default, Siebel extensions of type S will be exported as Genesys DNs of ACD Position.

To set up the export of Siebel extensions of type S as Extensions in Genesys, these steps should be performed:

1. In Siebel Tools, navigate to Object Explorer \ Business Service folder/applet.

Select <Genesys Config Synchronization> Business Service.

For this Business Service, go to the Business Service User Props applet.

Select the record with Name <ConvertExt2ACD>.

Instead of TRUE (default), set FALSE as a value for this record.

Importing the PersonalizationActionSet.sif Archive

To import the PersonalizationActionSet.sif archive:

1. In Siebel Tools, select

Tools

Import from Archive...

In the Select Archive to Import window, navigate to the

PersonalizationActionSet.sif

archive file. This file was created by the installation program in:

<target directory>/XXX/tools/objects

where

XXX is the subfolder name (

/7.5, /7.7, /8.0, or

/8.1

), depending on the Siebel version you use.

Click

Open.

The Import Wizard–Preview window displays.

In the Import Wizard–Preview window, in the Conflict resolution section, select

Merge the object definition from the archive file with the definition in the repository.

Click

Next.

The “Do you wish to proceed?” window displays.

Click

Yes.

The objects from the archive are imported into the Siebel Repository.

Gplus Adapter for Siebel CRM—Deployment Guide 73

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Siebel

Click

Finish

to complete the Import Wizard.

Note:

It is possible for siebel_assert_xxx.txt

file(s) to be generated by the

Siebel environment after importing the archive. This does not affect the functionality of the Component in any way.

Compiling the Siebel Repository File

To compile the Siebel Repository File:

1. In Siebel Tools, select

Tools

Compile Projects...

Select

Locked projects.

In the Siebel Repository File edit box, enter the name of the Repository

File.

Click

Compile.

The status bar at the bottom of the Object Compiler window indicates when the compilation is finished.

When the compilation is finished, close Siebel Tools.

Note:

It is possible for

siebel_assert_xxx.txt

file(s) to be generated by the

Siebel environment after compiling the Siebel Repository File. This does not affect the functionality of the Component in any way.

Next, configure the Siebel Server.

Configuring Siebel Server

Complete the steps described in this section to configure the Component to work with the Siebel Server.

Updating Configuration Files

Update the eai.cfg

file in the Siebel Server installation. To update this file, open it and add the following line to the [

HTTP Services

] section:

GplusConfSynchExportAllData = GplusConfSynchExportAllData

Configuring the Siebel Inbound HTTP Transport

The Configuration Synchronization Component uses the Siebel Inbound HTTP

Transport.

For instructions on how to configure the Siebel Inbound HTTP Transport, refer to Siebel documentation.

74 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Siebel

Deploying the Siebel Repository File

You need to deploy the compiled Siebel Repository File on your Siebel Server.

Additionally, you may have to generate and deploy browser scripts for the new repository file.

For further information on deploying an updated repository file to the Siebel

Server, refer to Siebel documentation.

Configuring Siebel Using the Siebel Web Client

Connect to your Siebel Server using the Siebel Web Client. You must be logged in as a Siebel Administrator.

This part of the configuration process includes the following procedures:

•

Checking Enterprise Application Integration (EAI) Server Component

Group Status

•

Creating Named Subsystems

Checking EAI Server Component Group Status

Check the status of the EAI (Enterprise Application Integration) Server

Component Group on your Siebel Server. There are slight variations in the navigation required by this process, depending on the version of Siebel with which you are working.

To check the status of the EAI Server Component Group on your Siebel

Server:

1. Navigate through the Site Map to get to the desired applet:



In a Siebel 7.5.3 environment, select Site Map > Server Administration

> Servers. Select

Site Map

Server Administration > Servers



In Siebel 7.7/7.8/8.0/8.1 environments, select Site Map >

Administration - Server Configuration

Component Groups

Select the Siebel Server you are working on. For the selected server, locate the

Enterprise Application Integration

Component Group in the Server

Component Groups applet. Verify that the Enable State group has the value

Enabled

Creating Named Subsystems

Configure one Connection Subsystem that will be used by the Configuration

Synchronization Component. There are slight variations in the navigation required by this process, depending on the version of Siebel with which you are working.

To start the process:

1. Navigate through the Site Map to get to your Siebel Server configuration:

Gplus Adapter for Siebel CRM—Deployment Guide 75

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Siebel



In a Siebel 7.5.3 environment, select Site Map > Server Administration

> Servers. Select

Site Map

Server Administration > Enterprise

Configuration

In Siebel 7.7/7.8/8.0/8.1 environments, select Site Map >

Administration - Server Configuration

Select the Enterprise Profile Configuration (Profile Configuration in Siebel

7.7/7.8/8.0/8.1) in the applet within the view.

Continue the process by completing the procedures below.

Creating EAI Transport Data Handling Subsystem

1. In the Component Profiles (Profile Configuration in Siebel 7.7/7.8/8.0/8.1) applet, create a new record.

Specify the following parameters for the new record:



Named Subsystem Alias (Alias in Siebel 7.7/7.8/8.0/8.1):

GplusConfSynchExportAllData

Description:

Gplus Configuration Synchronization Component:

ExportAllData

Name (Profile in Siebel 7.7/7.8/8.0/8.1):

Gplus Configuration

Synchronization Component ExportAllData Parameters

Subsystem Type:

EAITransportDataHandlingSubsys

Save the new record.

For the Named Subsystem record you just created, enter the following parameters in the Enterprise Profile Configuration (Profile Parameters in

Siebel 7.7/7.8/8.0/8.1) applet:



DispatchMethod: ExportAllData

DispatchService:

Genesys Config Synchronization

Creating Connection Subsystems

1. In the Component Profiles (Profile Configuration in Siebel 7.7/7.8/8.0/8.1) applet, create a new record.

Specify the following parameters for the new record:



Named Subsystem Alias (Alias in Siebel 7.7/7.8/8.0/8.1):

GplusConfSyncConnectionPrimary

Description:

Gplus Configuration Synchronization Component

Primary Connection

Name (Profile in Siebel 7.7/7.8/8.0/8.1):

Gplus Configuration

Synchronization Component Primary Connection Parameters

Subsystem Type:

HTTPSubSys

Save the new record.

76 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Configuring Siebel

For the Named Subsystem record you just created, enter the following parameters in the Enterprise Profile Configuration (Profile Parameters in

Siebel 7.7/7.8/8.0/8.1) applet:



HTTPRequestMethod: POST



HTTPRequestURLTemplate: http://<host>:<port> where:

<host>

is the host where you installed the Primary Configuration

Synchronization Component.

<port>

is the port you specified with the

Communications Port

option on the Server Info tab of the Primary Configuration Synchronization

Component Application object.

In the Component Profiles (Profile Configuration in Siebel 7.7/7.8/8.0/8.1) applet, create a new record.

Specify the following parameters for the new record:



Named Subsystem Alias (Alias in Siebel 7.7/7.8/8.0/8.1):

GplusConfSyncConnectionBackup

Description:

Gplus Configuration Synchronization Component Backup

Connection

Name (Profile in Siebel 7.7/7.8/8.0/8.1):

Gplus Configuration

Synchronization Component Backup Connection Parameters

Subsystem Type:

HTTPSubSys

Save the new record.

For the Named Subsystem record you just created, enter the following parameters in the Enterprise Profile Configuration (Profile Parameters in

Siebel 7.7/7.8/8.0/8.1) applet:



HTTPRequestMethod:

POST

HTTPRequestURLTemplate:

http://<host>:<port> where:

<host>

is the host where you installed the Backup Configuration

Synchronization Component.

<port>

is the port you specified with the

Communications Port

option on Server Info Tab of the Backup Configuration Synchronization

Component Application object.

Gplus Adapter for Siebel CRM—Deployment Guide 77

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Run Time Events Used by

Run Time Events Used by the

Configuration Synchronization Component

Note:

The run time events used by the Configuration Synchronization component replace functions that are performed by scripts in the older versions of the component (7.0 and older).

To create Run Time Events required by the Configuration Synchronization

Component, you have to run the

InstallRunTimeEvents

method of the Genesys

Config Synchronization Siebel Business Service once using the Siebel

Business Service Simulator applet.

To run the method:

1. Navigate through the Site Map to

Business Service Administration

Business Service Simulator

In the Service Methods applet, create a new record.

Specify the following parameters for the new record:



Service Name:

Genesys Config Synchronization

Method Name:

InstallRunTimeEvents

Click the

Run

button.

After that, navigate in the Siebel client to

Runtime Events Administration

Events (Administration - Runtime Events > Events in Siebel

7.7/7.8/8.0/8.1).

Select the

Reload Personalization

(

Reload Runtime Events

in Siebel

7.7/7.8/8.0/8.1) system menu item.

This completes the creation of the Run Time Events required by the

Configuration Synchronization Component.

78 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Genesys Config

Genesys Config Synchronization Business

Service - User Properties

This section describes the User Properties of this Business Service.

Customers can redefine the default values of the User Properties specified in

Table X. These values are used during configuration synchronization. Default values are useful when all configuration objects must have same values.

Table 5: User Properties of Genesys Config Synchronization

Business Service

Name

ConvertExt2ACD

DefaultAgentLoginOverride

DefaultAgentLoginState

DefaultAgentLoginSwitchSpecific

Type

DefaultAgentLoginUseOverride

DefaultAgentLoginWrapupTime

DefaultDnAssociation

DefaultDnLoginID

DefaultDnNumberOfTrunks

DefaultDnOverride

DefaultDnRegisterAll

DefaultDnRouteType

DefaultDnState

Default Value Comments

TRUE

Empty string

CfgObjectState

(1 is Enabled)

CfgFlag (2 is True)

Empty string

CfgDNRegisterFlag

(2 is True)

CfgRouteType

(1 is Default)

CfgObjectState

(1 is Enabled)

DefaultDnSwitchSpecificType

DefaultDnUseOverride

2 CfgFlag

(2 is True)

Gplus Adapter for Siebel CRM—Deployment Guide 79

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Genesys Config

Table 5: User Properties of Genesys Config Synchronization

Business Service (Continued)

Name

HTTP Connection Subsystem

(Primary)

HTTP Connection Subsystem

(Backup)

Library Name

Default Value Comments

GplusConfSyncC onnectionPrimary

GplusConfSyncC onnectionBackup

GenCommDrv The value of this parameter should

NOT be changed.

Data Type Definitions

Below are definitions of data types used in Table 5

CfgObjectState:

0 - No Object State/CFGNoObjectState

1 - Enabled/CFGEnabled

2 - Disabled/CFGDisabled

3 - Deleted/CFGDeleted

CfgDNRegisterFlag:

0 - Unknown/CFGDRUnknown

1 - False/CFGDRFalse

2 - True/CFGDRTrue

3 - OnDemand/CFGDROnDemand

CfgRouteType:

0 - Unknown/CFGNoRoute

1 - Default/CFGDefault

2 - Label/CFGLabel

3 - Overwrite DNIS /CFGOverwriteDNIS

4 - DDD/CFGDDD

5 - IDDD/CFGIDDD

6 - Direct/CFGDirect

7 - Reject/CFGReject

8 - Announcement/CFGAnnouncement

9 - Post feature/CFGPostFeature

10 - Direct Agent/CFGDirectAgent

11 - Use external protocol/CFGUseExternalProtocol

12 - Get from DN/CFGGetFromDN

13 - Default/CFGXRouteTypeDefault

80 Gplus Adapter 7.5

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Starting the Configuration

14 - Route/CFGXRouteTypeRoute

15 - Direct/CFGXRouteTypeDirect

16 - Reroute/CFGXRouteTypeReroute

17 - Direct UUI/CFGXRouteTypeDirectUUI

18 - Direct ANI/CFGXRouteTypeDirectANI

19 - Direct No Token/CFGXRouteTypeDirectNoToken

20 - DNIS pooling/CFGXRouteTypeDNISPooling

21 - Direct DNISn ANI/CFGXRouteTypeDirectDNISnANI

22 - Ext protocol/CFGXRouteTypeExtProtocol

23 - Direct digits/CFGXRouteTypeDirectDigits

24 - Forbidden/CFGXRouteTypeForbidden

25 - ISCC protocol/CFGXRouteTypeISCCProtocol

26 - Pullback/CFGXRouteTypePullBack

For more detailed info regarding these data types please use documentation of

Genesys Configuration Server.

Starting the Configuration Synchronization

Component

After the Configuration Synchronization Component has been deployed, it must always be running to ensure that the Genesys environment stays up-todate with the Siebel environment. Running the Component constantly will prevent error messages in the Siebel Web Client and will guarantee that the

Genesys environment reflects the latest configuration updates made in the

Siebel environment.

The Configuration Synchronization Component can be started from the command line. The name of the component is listed below:

•

GplusConfSynch.exe

for Windows

•

GplusConfSynch

for UNIX.

The component supports the following command line options:

-host <host> -port <port> -app <application> [ -clean_batch | -batch ] where: host

is the name of the host where the Genesys Configuration Server is running.

port

is the port of the Genesys Configuration Server.

application

is the name of the Configuration Synchronization Component application.

The

-batch

option should be used to synchronize Siebel and Genesys agent data when the Configuration Synchronization Component is started for the first time. To remove all agent data from the Configuration Synchronization

Gplus Adapter for Siebel CRM—Deployment Guide 81

Chapter 3: Configuration and Installation of the Configuration Synchronization Component Starting the Configuration

Component folders in Configuration Manager and then export agent data from

Siebel, use

-clean_batch

If you are using Windows, you can also start the Configuration

Synchronization Component from the Start menu by going to Programs >

Genesys Solutions

Gplus Adapter for Siebel CRM

and selecting the component’s shortcut (the shortcut has the same name as the Configuration

Synchronization Component application object). This will start the component with the default command line options (without -batch and -clean_batch options).

Note:

Before starting the Configuration Synchronization Component with either

-batch

-clean_batch

options, you should make sure that all of the latest changes you made in the Siebel Web Client have been saved in the Siebel database. Usually, this can be done by switching to a view different than the one you used to make the last modification.

Note:

For -batch and -clean_batch options to work correctly, different

Siebel users should create Configuration Manager objects of the same type under the same Configuration Manager folder. When you use either

-batch

-clean_batch

options, the Configuration

Synchronization Component uses folder mapping for the Siebel user, specified by the username option in the Genesys section of the

Configuration Synchronization Component application.

Note:

You can use Genesys Management Layer, and specifically the Solution

Control Interface, to start or stop or switch between primary and backup Configuration Synchronization Components. If you want to do this, make sure that the Command Line Arguments in the application

Start Info tab do not include the -service argument.

82 Gplus Adapter 7.5

Chapter

Configuration and

Installation of the

Campaign Synchronization

Component



This chapter describes how to configure and install the Siebel CRM Campaign

Synchronization Component of the Gplus Adapter. It includes the following sections:

Overview, page 83

New in This Release, page 84

Configuring Genesys, page 84

Time Zones, page 102

Installation, page 104

Configuring Siebel, page 105

Overview

The Gplus Adapter for Siebel CRM Campaign Synchronization Component is a server-based component. The process for configuring and installing this component is significantly different than the process for driver-based components.

The process of configuring and installing the Campaign Synchronization

Component includes three general procedures:

•

Configuring Genesys

•

Installation of the Campaign Synchronization Component

•

Configuring Siebel.

Each of these procedures is explained in detail under a separate heading below.

Gplus Adapter for Siebel CRM—Deployment Guide 83

Chapter 4: Configuration and Installation of the Campaign Synchronization Component New in This Release

Before importing campaigns from Siebel to Genesys, see the Gplus Adapter

7.5 for Siebel CRM User’s Guide and read the section “Importing Siebel

Campaigns to Genesys.”

New in This Release

This section provides information about new features or functionality in this release of the Campaign Synchronization Component:

•

Supports Siebel 8.0, 8.1

•

Added flexibility to the customization procedure of synchronization data:



Possibility to add custom fields with new data types: float

and datetime



Possibility to export different field values per record in the same chain depending on the phone type, in particular, setting the value of fields

Daily From

Daily To

, and

Chain Number

Possibility to synchronize custom fields from the Campaign List

Contact view

Possibility to develop customer’s own synchronization procedure based on XML schema, which describes all messages supported by the

Campaign Synchronization Component.

For more information about the new functionality mentioned above, refer to the Gplus Adapter 7.5 for Siebel CRM Developer’s Guide.

•

The Campaign Synchronization Component now supports secure communication with Genesys servers.

Configuring Genesys

This section describes how to configure the Genesys section of the Campaign

Synchronization Component.

Prestart Information

Before starting the configuration process you should have the following applications running:

Genesys Framework:

•

Configuration Database

•

Configuration Server

•

Configuration Manager

As a Configuration Manager user, you should have sufficient privileges to make changes to Configuration Layer objects.

84 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Importing the Application Template

To import the Component’s Application Template:

1. In Configuration Manager, under Environment, right-click the

Application

Templates

folder.

Select Import Application Template.

Browse to select the Application Template for the Campaign

Synchronization Component. Select the proper template based on the version of Configuration Server used in your environment. If your version of Configuration Server is less than 7.1, select the first template listed below, otherwise select the second.

Gplus_SiebelCRM_Camp_Synch_750_for_CL_70.apd

Gplus_SiebelCRM_Camp_Synch_750_for_CL_71_and_higher.apd

Click

Open.

The Properties dialog box for the

Application Template

object displays.

Optional: Edit the Application Template name. Click OK to accept the default values.

The

Application Template

object has been imported to Genesys Configuration

Layer. Next, you will create the

Configuration Layer Application

object for the Campaign Synchronization Component.

Creating the Application Object

To create the Application object for the Campaign Synchronization

Component:

1. In Configuration Manager, under Environment, right-click the

Applications

folder.

Select

New > Application.

Select the Application Template that you just created.

Click OK.

The Properties dialog box for the Application displays.

Below are instructions for configuring the tabs in the Properties dialog box, arranged in the order in which they display. The first tab is the General tab (see

Figure 10 on page 86

Gplus Adapter for Siebel CRM—Deployment Guide 85

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Figure 10: View of General Tab in Multi-Tenant Environment

General Tab

Enter the name of the Application object you are configuring.

Next, if you are working in a multi-tenant environment, go to the Tenants tab; otherwise, go to the Server Info tab.

Tenants Tab

The Tenants tab only displays if you are working in a multi-tenant environment.

Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Select the Genesys Tenants under which the objects that are exported from

Siebel will be created.

Next, select the Server Info tab.

Server Info Tab

1. Host field: Use the Browse button to select the host where you are installing the Campaign Synchronization Component and click

OK.

Ports list: Add a port with any valid port number.

Note:

This option determines the HTTP port number used by the

Campaign Synchronization Component to receive HTTP packets from Siebel. You will use the value that you enter for this option when you configure the Siebel part of the Campaign

Synchronization Component.

Select the Start Info tab.

Start Info Tab

Enter any valid value into each of the following fields:



Command Line

Command Line Arguments

The values you enter in these fields will be overwritten during installation; however, data must be present in these fields during the configuration process.

Leave the default values for the remaining fields.

Select the Options tab.

Connections Tab

On the Connections tab, add the applications to which this application connects:

•

Database Access Point - used to provide access to the Outbound Contact database for storing Calling List tables (mandatory).

•

Outbound Contact Server - required for DoNotCall notifications and

CallResults synchronization in real-time mode.

Gplus Adapter for Siebel CRM—Deployment Guide 87

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

•

T-Server - used by the Outbound Contact Server to communicate through a communication DN.

•

Message Server - required if you plan to use the Management Layer for alarm-signaling and centralized-logging capabilities.

•

Configuration Server – required if you plan to configure connections to this server.

Options Tab

On the Options tab (see Figure 11 on page 89 ), in the Sections pane, the

following sections appear:

•

CallingListFolders

•

CampaignFolders

•

DatabaseAccessPoints

•

Genesys

•

Log

•

TableAccessFolders

•

Tenants

You will configure options in these sections, starting with the Log section.

Double-click a section to access its options.

Note:

To synchronize campaign information using this release of the Gplus

Adapter, you must map the Siebel User IDs (the Login Names) of the

users who created campaigns in the Siebel environment to the

DatabaseAccessPoints, TableAccessFolders, CallingListFolders, and

CampaignFolders.

88 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Figure 11: View of Options Tab in a Multi-Tenant Environment

Log Section

The Campaign Synchronization Component supports the unified set of log options (common log options) to allow precise configuration of the log file output. For a complete list of unified log options and their descriptions, see the

“Common Log Options” chapter of the Framework 7 Configuration Options

Reference Manual.

If you do not specify any log options, the default values apply.

Gplus Adapter for Siebel CRM—Deployment Guide 89

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Genesys Section synchSummary Option

Change the value of this option to “True” if you need to collect synchronization summary information. See the Gplus Adapter 7.5 for Siebel

CRM Developer's Guide for more information about Synchronization summary usage.

format Option

This option determines the name of a list import Format object in Genesys

Configuration Layer, which is used by the Campaign Synchronization

Component to create Genesys calling list tables. The default value for this option is

GplusCampSynch.

Leave the default value unchanged at the time of deployment. For more information about this option, see the Gplus Adapter 7.5

for Siebel CRM Developer’s Guide.

communicationDN Option

This option determines the name of a communication DN, which is used for interactions with the Outbound Contact Server, and specifically for the Do Not

Call option.

DNCUpdateTimeout

The default value for this option is

5000ms

- the time interval that the Campaign

Synchronization Component waits for a response about a DoNotCall list update.

pullDataTimeout Option

The default value for this option is

15000 ms

, the time interval used by the

Campaign Synchronization Component to reconnect to Siebel Server for a request of Synchronization data to be sending.

ServerURL Option

This option specifies the URL of the web server that has the Siebel Web

Engine installed. Initially, this option contains the template string:

ServerURL=<ServerUrl>/<path>/start.swe?SWEExtSource=GplusCampSynch&SWEE xtCmd=Execute&UserName=<userName>&Password=<password> where:

is the first part of the URL you use to access your Siebel Server through the Siebel Web Client.

<path> specifies a virtual path on the server referring to the specific Siebel Web

Extension configuration. The default value for this option is eai_enu

You have to edit this URL template string according to your Siebel Web

Extension configuration. For example: http://www.myserver.com/eai_enu/start.swe?SWEExtSource=GplusCampSynch&S

WEExtCmd=Execute&UserName=<userName>&Password=<password>

For security reasons, you do not need to put <userName> and <password> directly into the URL string. Use the

username

and password

options instead.

90 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

synchCallResults Option

Change the value of this option to

True

if you need to synchronize Call Results from Genesys to Siebel in real-time mode.

pushDataTimeout Option

The default value for this option is

11000

ms, the time interval used by the

Campaign Synchronization Component to reconnect and send to Siebel Server all Call Results Data received by the Adapter from Outbound Contact Server for this interval (backward synchronization in real-time mode).

username Option

This option specifies a Siebel user name for the Siebel Object Manager login to process a request from the Gplus Adapter. For example: GenesysAdapter . This user name must be created in the Siebel environment. The user must have access to the Siebel database as Siebel Administrator.

Note:

Genesys does not recommend using a common login ID for this process.

For more information about Siebel user administration, refer to your Siebel documentation.

password Option

This option specifies the password for the login user name above. For example:

GenesysAdapter

. This user name should be created in the Siebel environment. The user must have access to the Siebel database as a Siebel

Administrator. We do not recommend the use of a common login for this process! For more information about Siebel user administration, see your

Siebel documentation.

xslTransformer Option

This configuration option is optional. Use this option if you want to transform some values of synchronized data such as Phone number by your own rules.

The Adapter provides a mechanism to customize the transformation rules through an xsl file. In this case you have to add this option to the Genesys section. The value of the option should be equal to the name of the xsl

file. See the Gplus Adapter 7.5 for Siebel CRM Developer’s Guide for more information about this option.

Tenants Section

Options in this section define the mapping of Siebel Organizations or

Divisions to Genesys Tenants. To map a Siebel Organization or Division to a

Genesys Tenant, create a new option within this section, where the option name is the name of the Genesys Tenant and the option value is the name of the Siebel Organization or Division.

For example, if you have an Organization named myOrganization

in Siebel and a Tenant named myTenant

in Genesys, enter myTenant

as the option name and

Gplus Adapter for Siebel CRM—Deployment Guide 91

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys myOrganization

as the option value. Then all Siebel objects that belong to myOrganization

Organization in Siebel will be created under myTenant

Tenant in Genesys.

The relationship of Siebel Organizations or Divisions to Genesys Tenants is one-to-one.

Note:

If you are working in a single-tenant environment, this section should contain one option, where the option name is

Resources

and the option value is the name of your Siebel Organization or Division.

DatabaseAccessPoints Section

The options in this section allow you to designate where selected Siebel users can create Genesys calling list tables when exporting campaigns from Siebel to

Genesys.

To provide Campaign Synchronization functionality, the Siebel Login Names of the users who created campaigns in the Siebel environment must be mapped to the DatabaseAccessPoints. These login names are the User ID’s stored in the

“Created By” field of corresponding campaigns. In Siebel 7.7/7.8/8.0/8.1, you can find these login names in the Campaign List applet. In any Siebel version, you can find these login names by querying the Siebel database. For example, a database query similar to this one should work: SELECT T2.LOGIN FROM

S_SRC T1 LEFT OUTER JOIN S_USER T2 ON T1.CREATED_BY =

T2.ROW_ID.

For example, if you want the Siebel user (who created the relevant campaigns) with User ID user1 to create calling list tables in a database defined by

Database Access Point

DAP1

in Genesys, then you would create a new option in this section, where the option name is user1

and the option value is

DAP1.

Prior to importing information from Siebel, you must use Genesys

Configuration Manager to create the Database Access Points referenced in this section.

The relationship of Siebel User IDs to Genesys Database Access Points in this section is many-to-one.

TableAccessFolders Section

Each option in this section controls the mapping of a Siebel User ID to a

Configuration Manager folder, where the Siebel user with this User ID will create Table Access objects when importing information from Siebel.

To provide Campaign Synchronization functionality, the Siebel Login Names of the users who created campaigns in the Siebel environment must be mapped to the TableAccessFolders. These login names are the User ID’s stored in the

“Created By” field of corresponding campaigns. In Siebel 7.7/7.8/8.0/8.1, you can find these login names in the Campaign List applet. In any supported

Siebel version, you can find these login names by querying the Siebel

92 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys database. For example, a database query similar to this one should work:

SELECT T2.LOGIN FROM S_SRC T1 LEFT OUTER JOIN S_USER T2 ON

T1.CREATED_BY = T2.ROW_ID.

For example, suppose that you have a Tenant, myTenant , defined in Genesys

Configuration Manager and you want the Siebel user (who created the relevant campaigns) with User ID user1

to create Table Access objects under

Configuration Manager folder

Folder1

, which is a subfolder of the

Table

Access folder under Tenant myTenant . To do this, create a new option in the

TableAccessFolders

section with user1

as the option name and

/Table

Access/Folder1

as the option value. The Siebel Organization or Division, whose objects the Siebel user user1

will import, must be mapped to Tenant myTenant

. For information about tenants, see “Tenants Section” on page 91

Prior to importing information from Siebel, you must use Genesys

Configuration Manager to create the Configuration Manager folders referenced in this section.

The relationship of Siebel User IDs to Genesys Configuration Manager folders in this section is many-to-one.

Note:

Manager folders. Alternatively, if each Siebel user has a unique folder assignment, different Siebel users should not import the same Siebel data into Genesys.

CallingListFolders Section

Each option in this section controls the mapping of a Siebel User ID to a

Configuration Manager folder, where the Siebel user with this User ID will create Calling List objects when importing information from Siebel.

To provide Campaign Synchronization functionality, the Siebel Login Names of the users who created campaigns in the Siebel environment must be mapped to the CallingListFolders. These login names are the User ID’s stored in the

“Created By” field of corresponding campaigns. In Siebel 7.7/7.8/8.0/8.1, you can find these login names in the Campaign List applet. In any supported

Siebel version, you can find these login names by querying the Siebel database. For example, a database query similar to this one should work:

SELECT T2.LOGIN FROM S_SRC T1 LEFT OUTER JOIN S_USER T2 ON

T1.CREATED_BY = T2.ROW_ID.

Gplus Adapter for Siebel CRM—Deployment Guide 93

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

For example, if you have a Tenant, myTenant

defined in Genesys Configuration

Manager and you want the Siebel user (who created the relevant campaigns) with User ID user1

to create Calling List objects under Configuration Manager folder

Folder1

, which is a subfolder of the

Calling Lists

folder under Tenant myTenant

. Create a new option in the

CallingListFolders

section with user1

as the option name and

/Calling Lists/Folder1

as the option value. Make sure that the Siebel Organization or Division whose objects Siebel user user1

will import is mapped to Tenant myTenant

(see “Tenants Section” on page 91

Prior to importing information from Siebel, you must use Genesys

Configuration Manager to create the Configuration Manager folders referenced in this section.

The relationship of Siebel User IDs to Genesys Configuration Manager folders in this section is many-to-one.

Note:

Manager folders. Alternatively, if each Siebel user has a unique folder assignment, different Siebel users should not import the same Siebel data into Genesys.

CampaignFolders Section

Each option in this section controls the mapping of a Siebel User ID to a

Configuration Manager folder, where the Siebel user with this User ID will create Campaign objects when importing information from Siebel.

To provide Campaign Synchronization functionality, the Siebel Login Names of the users who created campaigns in the Siebel environment must be mapped to the CampaignFolders. In Siebel 7.7/7.8/8.0/8.1, you can find these login names in the Campaign List applet. In any Siebel version, you can find these login names by querying the Siebel database. For example, a database query similar to this one should work: SELECT T2.LOGIN FROM S_SRC T1 LEFT

OUTER JOIN S_USER T2 ON T1.CREATED_BY = T2.ROW_ID.

For example, if you have a Tenant, myTenant

defined in Genesys Configuration

Manager and you want the Siebel user (who created the relevant campaigns) with User ID user1

to create Campaign objects under Configuration Manager folder

Folder1

, which is a subfolder of the

Campaigns

folder under Tenant myTenant

. Create a new option in the

CampaignFolders

section with user1

as the option name and

/Campaigns/Folder1

as the option value. Make sure that the

94 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Siebel Organization or Division whose objects Siebel user user1

will import is mapped to Tenant myTenant

(see the topic “Tenants Section” on page 91

Prior to importing information from Siebel, you must use Genesys

Configuration Manager to create the Configuration Manager folders referenced in this section.

The relationship of Siebel User IDs to Genesys Configuration Manager folders in this section is many-to-one.

Note:

Configuration Layer. These errors will cause Siebel and Genesys data to become de-synchronized. To avoid such errors, different Siebel users should import the same Siebel data into the same set of

Configuration Manager folders. Alternatively, if each Siebel user has a unique folder assignment, different Siebel users should not import the same Siebel data into Genesys.

After configuring the Application options, click

to save the Application object.

Configuring Security Settings

Security settings must be configured for the Campaign Synchronization

Component so that the Component can make changes to Genesys

Configuration Layer objects. Follow the procedures outlined in the following sections to configure the security settings for the Application object you

created in “Creating the Application Object” on page 85

Creating a New Person

In Configuration Manager:

1. Right-click the

Persons

folder under Environment if you are working in a multi-tenant environment or under Resources if you are working in a single-tenant environment.

Select New > Person.

The new Person window displays.

Select the General tab and enter the following parameters:



Employee ID: siebel7gplus

User Name: siebel7gplus



Is Agent: Clear

Click OK.

Gplus Adapter for Siebel CRM—Deployment Guide 95

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Adding Person to the Super Administrators

Access Group

In Configuration Manager, to display the existing Access Groups:

1. Click the Access Groups folder under Environment if you are working in a multi-tenant environment or under Resources if you are working in a single-tenant environment.

Double-click

Super Administrators

Access Group to display its properties.

Click the Add button to add the Person you just created to the Users list.

Click OK.

Associating a Person's Account with the Application

In Configuration Manager, under Environment:

1. Click the

Applications

folder to display existing Applications.

Double-click the Application object you just created to display its properties.

Select the Security tab, in the

Log On As

section, and select

This Account.

The Add User window displays.

Select the Person you just created and click

Add.

Click OK to close the Add User window.

Click

to save the Application object.

Creating the List Import Format

In this step of the configuration process, you create a list import Format object.

The list import Format object determines the structure of the calling list tables that the Campaign Synchronization Component will create when importing

Siebel campaigns. Creating the list import Format object involves three processes:

•

Creating Field Objects

•

Updating Field Objects

•

Creating the Format Object

•

Copying the Format Object

The first step of the process is to create several Field objects that are mandatory for each list import Format.

Before you create the Field objects, however, make sure that the Annex tab will be displayed in the Configuration object properties window:

1. In Configuration Manager, from the

View

menu, select

Options.

96 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Select

Show Annex tab in object properties.

Click OK to close the window.

Creating Field Objects

To create a new Field object, in Configuration Manager:

1. Right-click the

Fields

folder. If you are working in a multi-tenant environment, this is located under Environment; if you are working in a single-tenant environment, this is located under Resources.

The New Field Properties window appears.

Select New > Field.

The new Field window displays.

On the General tab, for the Field you are creating, enter the Name field

value from Table 6, “Field Object Properties,” on page 99

For example, to complete the first instance, enter crm_campaign_id

On the Annex tab, create a new section called default

. See Figure 13 on page 100

In the default

section, create an option with the option name send_attribute

and the option value from Table 7 on page 99

, which corresponds to the Field object you are creating.

Click

OK.

Repeat Steps 1–6 for each Field shown in Table 6

Gplus Adapter for Siebel CRM—Deployment Guide 97

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Figure 12: Creating a New Field Object

Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Table 6 contains properties you need to enter on the General tab for each Field

object.

Table 6: Field Object Properties

Field Name Data

Type

Description Length Field

Type

Primary

Key

Nullable

crm_campaign_id varchar Campaign ID 20 crm_camp_con_id varchar Campaign List

Contact ID

20 crm_contact_id varchar Contact ID 20

User-

Defined

Field

Cleared

User-

Defined

Field

Selected

User-

Defined

Field

Cleared

Table 7 shows the values for the

send_attribute option, which you use when creating Field objects.

Table 7: Values for send_attribute Option

Field Name

crm_campaign_id crm_camp_con_id crm_contact_id

send_attribute Option Value

CRM_CAMPAIGN_ID

CRM_CAMP_CON_ID

GSW_CUSTOMER_ID

Gplus Adapter for Siebel CRM—Deployment Guide 99

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

100

Figure 13: Creating send_attribute Option

Updating Field Objects

If you need to synchronize Call Results from Genesys to Siebel in real-time mode, you have to update certain Field Objects:

•

call_result

•

call_time

•

attempt

•

crm_campaign_id

•

crm_camp_con_id

•

crm_contact_id

The new option icon_attribute = 1 must be added to the default section for all

of these fields, as shown in Figure 14 on page 101 .

Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Genesys

Figure 14: Adding the icon_attribute Option

Creating the Format Object

Now you are ready to create the Format object. Follow these steps, in

Configuration Manager:

1. Right-click the

Formats

folder under Environment if you are working in a multi-tenant environment or under Resources if you are working in a single-tenant environment.

Select

New > Copy of existing Format.

In the Browse window, select the default format for Outbound Contact:

Default_Outbound_70

Gplus Adapter for Siebel CRM—Deployment Guide 101

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Time Zones

Click

OK.

The Properties dialog box for the Format copy that you are about to create displays.

Enter the following values on the General tab:



Name: GplusCampSynch



Description: Default list import format for the Gplus Adapter 7.5 for

Siebel CRM Campaign Synchronization Component.

Click OK.

In Configuration Manager, in the object tree view, right-click the Format object you just created.

Select

New > Shortcut

to Field.

The Browse window displays.

Select the Field objects you just created.

10.

Click

OK.

Copying the Format Object

If you work in a multi-tenant environment, create a copy of the list import

Format object under each Tenant mapped to a Siebel Organization or Division.

To make a copy of the Format object:

1. In Configuration Manager, under a tenant that is mapped to a Siebel

Organization or Division, right-click the

Formats

folder.

Select

New > Copy of existing Format.

The Browse window displays.

Select the Format object you just created.

Click

OK.

The Properties dialog box appears for the Format copy that you are about to create.

Click

to copy the Format.

Time Zones

You have to synchronize the names of Time Zones in Genesys and Siebel environments. This means that you must make the Time Zone names used in your Genesys environment match those in your Siebel environment. When you are finished, all Time Zones used in reference to contacts or prospects in your

Siebel environment must be present in Genesys.

The procedure below explains how to copy Time Zone names from the Siebel to Genesys Configuration Manager, and specifically to an individual tenant that is mapped to a Siebel Organization or Division. For additional information

102 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Time Zones about setting and using the Time Zone definitions in Configuration Manager, refer to the Configuration Manager documentation.

To define time zones for a tenant:

1. Open both applications, Siebel and Configuration Manager.

In Configuration Manager, under a tenant that is mapped to a Siebel

Organization or Division, right-click the

Time Zones

folder.

Select

New > Time Zone

The new Time Zone window displays.

In Siebel, navigate through the Site Map to get to Time Zone administration:



In a Siebel 7.0.x or 7.5.x environment, select

Site Map > Application

Administration > Time Zone Administration.

In a Siebel 7.7/7.8/8.0/8.1 environment, select

Site Map >

Administration - Data > Time Zone Administration.



Note the time zone names in the column labeled Name.

In Configuration Manager, select the

General

tab and enter the parameters listed below. A cut-and-paste approach may minimize errors.



Name: <the exact name of Time Zone from the Siebel environment>.



Description: < A brief description of the Time Zone>.

Offset: <The time difference between local time and GMT>.

Specific Zone Name in Netscape: <the time zone name used by

Netscape Navigator browser>.

Specific Zone Name in Microsoft Explorer: <the time zone name used by Microsoft Explorer>.

Click OK.

Notes:

It is also possible to modify the names of Time Zones in the Siebel environment so that they match the Time Zone names in the Genesys environment. The instructions above assume that the Siebel Time

Zones have been defined first.

If Time Zones have been imported into the Genesys environment while the Genesys Adapter was running (that is, after the deployment of this

Adapter), then you must restart the Genesys Adapter to accept these changes.

For more information about Time Zone Administration in Siebel, see your Siebel documentation.

Gplus Adapter for Siebel CRM—Deployment Guide 103

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Installation

Installation

This section describes the installation process for the Gplus Adapter 7.5 for

Siebel CRM Campaign Synchronization Component. Select one of the following sections depending on your environment.

Installation on Windows

To start the installation process, run the setup.exe

file from the Campaign

Synchronization Component installation package:

1. In the Welcome window, click

Next.

In the Configuration Parameters to the Genesys Configuration Server window, enter the following:



Host of Configuration Server

Port of Configuration Server

User Name

Password

Click

Next.

In the Select Application window, select the Application object you configured in the previous steps.

Click

Next.

In the Choose Destination Location window, click Next to accept the default destination folder or use the Browse button to select a different destination folder.

Note:

If you want to deploy both the Configuration Synchronization

In the Ready to Install window, click Install.

In the Setup Complete window, click

Finish.

The Campaign Synchronization Component is now installed.

In the Gplus Adapter for Siebel CRM program folder in the Start menu, you can see that the installer created a shortcut for the Campaign Synchronization

Component.

104 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component

Installation on UNIX

Configuring Siebel

Note:

Do not use special symbols in any destination directory name when installing in a UNIX environment.

To install the Campaign Synchronization Component on a UNIX system:

1. In the directory where the Component installation package was copied, locate a shell script named: install.sh

Run this script from the command prompt by typing sh and the file name: sh install.sh

When prompted, specify the host name of the computer on which the

Component will be installed.

Enter the host name of Configuration Server.

Enter the port of Configuration Server.

Enter the user name for Configuration Server.

Enter the password for the user name.

Choose the Configuration Server environment by its corresponding number.

Specify the application configured in the previous steps by its corresponding number.

10.

Specify the full path to the destination directory where you want the

Component to be installed.

Note:

If you want to deploy both the Configuration Synchronization

The process places the Component in the directory that you specified during installation.

Configuring Siebel

This section describes how to configure the Siebel part of the Campaign

Synchronization Component.

Gplus Adapter for Siebel CRM—Deployment Guide 105

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

Prestart Information

Before starting this part of the configuration process, you must have the following application running.

•

Siebel Tools

Note:

Campaign Synchronization functionality is intended for use with the

Outbound Campaign feature, which requires Siebel Marketing. Siebel

Marketing is required to manage outbound campaign interactions. As a logical consequence, Campaign Synchronization effectively requires

Siebel Marketing.

You should be connected to the local copy of the Siebel Server database and should have sufficient privileges to check in and check out projects from the

Siebel Server Repository.

Configuring Siebel Using Siebel Tools

You will use Siebel Tools to compile an updated version of the Siebel

Repository File for one or more of the Siebel applications on your Siebel

Server, which you will then deploy on the server. For information about using

Siebel Tools, see Siebel documentation.

Importing the GenesysCampaignSynchronization.sif

Selecting the Campaign Mapping Mode

The Campaign Synchronization Component can be configured to support one of the following campaign mapping modes: Regular Mode or Compatibility

Mode. For more information about the campaign mapping modes, see the

Gplus Adapter 7.5 for Siebel CRM User’s Guide.

To configure support for either of the campaign mapping modes:

1. In Siebel Tools, in the

Project

field of the Object Explorer, select

Genesys

Campaign Synchronization.

In the Object Explorer, select the

Business Service

folder.

The Business Services window displays.

Select

Genesys Campaign Synchronization

Business Service.

Select the Business Service User Prop folder under the Business Service folder using the Types tab of the Object Explorer.

The Business Service User Props window displays.

Select

Mapping Mode

Business Service User Property.

In the

Value

column, enter

Regular

for the Regular Mode or

Compatibility for the Compatibility Mode.

Gplus Adapter for Siebel CRM—Deployment Guide 107

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

The mapping mode has been selected.

Selecting the Genesys Do Not Call Field

The Campaign Synchronization Component can be configured to update the

Genesys Do Not Call list with either IDs or phone numbers of Siebel Contacts or Prospects marked as Do Not Call.

To configure whether IDs or phone numbers are used to update the Do Not

Call list in the Genesys environment:

1. In Siebel Tools, in the

Project field of the Object Explorer, select

Genesys

Campaign Synchronization.

Select the

Business Service

folder.

The Business Services window displays.

Select

Genesys Campaign Synchronization

Business Service.

Select the Business Service

User Prop

folder under the

Business Service folder using the Types tab of the Object Explorer.

The Business Service User Props window displays.

Select

Genesys DNC Field

Business Service User Property.

In the

Value

column, enter

Customer Id

to use IDs or

Phone

to use phone numbers.

The Genesys Do Not Call field has been selected.

Setting Up the Correct Path to the Siebel File System

Provide the proper path to your Siebel File System directory in the user property named FileSystem of the Genesys Campaign Synchronization

Business Service.

See the Siebel System Administration Guide for more information about the

Siebel File System.

To do this:

1. In Siebel Tools, in the

Project field of the Object Explorer, select

Genesys

Campaign Synchronization.

Select the

Business Service

folder.

The Business Services window displays.

Select Genesys Campaign Synchronization Business Service.

Select the Business Service

User Prop

folder under the

Business Service folder using the Types tab of the Object Explorer.

The Business Service User Props window displays.

Select the

FileSystem

Business Service User Property.

In the

Value

column, enter the correct path to the Siebel File System as it is defined in your Siebel environment. For example:

108 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel



For Unix:

/siebel/filesystem/

For Windows:

C:\sea\filesystem\

If no value is defined, the siebsrvr\bin

directory will be used for temporary files.

Setting Max Records in XML-Messages

The user property

Max Records in Message

allows customizing XML-message size for big Campaign Lists. The Adapter splits Campaign List records on the sequence of XML-messages with size

<= Max Records in Message

. The default value is

100

records. You must also update the Siebel Server parameter

MaxPageSize >= Max Records in Message

, when changing this user property for a larger value.

Note:

When changing

Max Records in Message

to a larger value, keep in mind that the Siebel parameter

HTTPSleepTime

for the Genesys HTTP connection (with default value of

120000

ms) should be enough for processing any request on the Genesys side. Practically speaking, if a message contains more then 500 records it could take longer time for processing, and in this case the

HTTPSleepTime

parameter should be increased as well.

Checking Out Existing Projects

The Siebel implementation of the Campaign Synchronization Component makes use of a number of objects provided by Siebel. To be able to modify these objects, you will need to check out the corresponding projects from the

Siebel Repository.

To check out projects from the Siebel Repository:

1. In Siebel Tools, select

Tools

Check Out...

The Check Out dialog box displays.

In the

Projects

list, select the following projects:



Campaign



Personalization

Click

Check Out.

Next, import the

Campaign.sif

archive.

Importing the Campaign.sif Archive

To import the Campaign.sif

archive:

1. In Siebel Tools, select

Tools

Import from Archive...

Gplus Adapter for Siebel CRM—Deployment Guide 109

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

In the Select Archive to Import window, navigate to the

Campaign.sif

archive file. This file was created by the installation program in:

<target directory>/XXX/tools/objects

where XXX is the subfolder name (

/7.5,

/7.7, /8.0, or

/8.1

), depending on the Siebel version you use.

Click

Open.

The Import Wizard–Preview window displays.

In the Import Wizard–Preview window, in the Conflict resolution section, select Merge the object definition from the archive file with the definition in the repository.

Click

Next.

The Import Wizard–Review Conflicts and Actions window displays.

In the Conflicting Objects pane, select the Business Component category.

In the

Object differences

pane, select

Campaign if available (on some

Siebel versions such as 7.7/7.8/8.0/8.1, there will not be a Campaign option in the Object differences pane). If there are any attributes in the

Attribute differences

pane, make sure that the

Resolution

column for each attribute is set to

Repository.

To do this: Right-click on an attribute and select Repository from the drop-down menu.

In the

Object differences

pane, select

Campaign List Contact.

If there are any attributes in the

Attribute differences

pane, make sure that the

Resolution

column for each attribute is set to

Repository.

To do this:

Right-click on an attribute and select

Repository

from the drop-down menu.

If you use the Siebel 7.5.x environment, in the

Object differences

pane, select

Campaign Lists.

If there are any attributes in the

Attribute differences pane, make sure that the Resolution column for each attribute is set to

Repository.

To do this: Right-click on an attribute and select

Repository

from the drop-down menu.

10.

Click

Next.

The “Do you wish to proceed?” window displays.

11.

Click

Yes.

The objects from the archive are imported into the Siebel Repository.

12.

Click

Finish to complete the Import Wizard.

Note:

It is possible for siebel_assert_xxx.txt file(s) to be generated by the

Siebel environment after importing the archive. This does not affect the functionality of the Component in any way.

Importing the PersonalizationActionSet.sif Archive

To import the

PersonalizationActionSet.sif

archive:

1. In Siebel Tools, select

Tools

Import from Archive...

110 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

In the Select Archive to Import window, navigate to the

PersonalizationActionSet.sif

archive file. This file was created by the installation program in:

<target directory>/seaXXX/tools/objects

where

XXX is the subfolder name (

/7.5, /7.7, /8.0, or

/8.1

), depending on the Siebel version you use.

Click Open.

The Import Wizard–Preview window displays.

In the Import Wizard–Preview window, in the Conflict resolution section, select

Merge the object definition from the archive file with the definition in the repository.

Click

Next.

The “Do you wish to proceed?” window displays.

Click

Yes.

The objects from the archive are imported into the Siebel Repository.

Click

Finish to complete the Import Wizard.

Note:

It is possible for siebel_assert_xxx.txt file(s) to be generated by the

Siebel environment after importing the archive. This does not affect the functionality of the Component in any way.

Compiling the Siebel Repository File

To compile the Siebel Repository File:

1. In Siebel Tools, select

Tools

Compile Projects...

Select

Locked projects.

In the Siebel Repository File edit box, enter the name of the

Repository File.

Click

Compile.

The status bar at the bottom of the Object Compiler window indicates when the compilation is finished.

When the compilation is finished, close Siebel Tools.

Note:

It is possible for siebel_assert_xxx.txt

file(s) to be generated by the

Siebel environment after compiling the Siebel Repository File. This does not affect the functionality of the Component in any way.

Next, configure the Siebel Server.

Configuring the Siebel Server

Complete the steps described in this section to configure the Campaign

Synchronization Component to work with the Siebel Server.

Gplus Adapter for Siebel CRM—Deployment Guide 111

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

Updating Configuration Files

Update the eai.cfg

file in the Siebel Server installation. To update this file, open it and add the following line to the

[HTTP Services]

section:

GplusCampSynch = GplusCampSynchDispatch

The Configuration Synchronization Component uses the Siebel Inbound HTTP

Transport. For instructions on how to configure the Siebel Inbound HTTP

Transport, refer to Siebel documentation.

Deploying the New Genesys Projects to the Siebel

Server

To deploy the new Genesys projects to the Siebel Server Repository, you have to check in several projects, as follows:

1. In Siebel Tools, select

Tools

Check In...

The Check In dialog box displays.

In the Projects list, select the following projects:



Campaign

Genesys Campaign Synchronization

Personalization

Click

Check In

Creating New Tables in a Genesys Project on a Server

Database

The Genesys project requires its own tables, which do not exist in the original

Siebel database. To create these tables, Siebel Tools must be connected to the

Siebel Server database. Perform this procedure after deploying the Genesys project to the Siebel Server.

To create the Genesys-related tables on a Siebel Server database:

1. In Siebel Tools, in the

Table

field of the Object Explorer make a query to select two new Genesys tables:

CX_GEN_QUEUE_ITM

and

CX_GEN_SYN_SUM

. You can use the first six characters common to both of the table names

(

CX_GEN*

) to select both.

Click

Apply

. A pop-up warning appears.

Click OK to accept the warning.

In the new Apply Schema window, from the Tables drop down list, select

Current Query. Enter correct values for the Database user, Database user

password and ODBC data source. Refer to Figure 15, “Creating New

Tables in a Siebel Database,” on page 113

. See Siebel documentation for more information about creating custom tables.

Click

Apply

to start the creation process.

112 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

The message “Changes successfully applied” appears, indicating that tables were created.

Click

Activate

to activate these tables.

Note:

Siebel Tools must be connected to the Siebel Server database instead the local database. Perform this procedure after deploying Genesys project to the Siebel Server.

Figure 15: Creating New Tables in a Siebel Database

Gplus Adapter for Siebel CRM—Deployment Guide 113

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

Deploying the Siebel Repository File

You must deploy the compiled Siebel Repository File on your Siebel Server.

Additionally, you may have to generate and deploy browser scripts for the new

repository file (see “Scripts” on page 435 ).

For further information on deploying an updated repository file to the Siebel

Server, refer to Siebel documentation.

Configuring Siebel Using the Siebel Web Client

To connect to your Siebel Server using the Siebel Web Client. You must be logged in as a Siebel Administrator.

This part of the configuration process includes the following procedures:

•

Checking EAI Server Component Group Status

•

Creating Named Subsystems

•

Creating Run Time Events

•

Creating Genesys Campaign Export Position

Checking EAI Server Component Group Status

Check the status of the EAI (Enterprise Application Integration) Server

Component Group on your Siebel Server. There are slight variations in the navigation required by this process, depending on the version of Siebel with which you are working.

1. Navigate through the Site Map to get to the desired applet:



In a Siebel 7.0.x or 7.5.x environment, select

Site Map

Server

Administration > Servers.

In Siebel 7.7/7.8/8.0/8.1 environments, select

Site Map >

Administration - Server Configuration > Component Groups.

Select the Siebel Server you are working on. For the selected server, locate the Enterprise Application Integration Component Group in the Server

Component Groups applet. The group

Enable State

attribute should have the value

Enabled

Creating Named Subsystems

Configure one Connection Subsystem that will be used by the Campaign

Synchronization Component. There are slight variations in the navigation required by this process, depending on the version of Siebel with which you are working.

To start the process:

1. Navigate through the Site Map to get to your Siebel Server configuration:

114 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel



In a Siebel 7.0.x or 7.5.x environment, select

Site Map > Server

Administration > Enterprise Configuration.

In Siebel 7.7/7.8/8.0/8.1 environments, select

Site Map >

Administration - Server Configuration.

Select the Enterprise Profile Configuration (Profile Configuration in Siebel

7.7/7.8/8.0/8.1) applet within the view.

Creating Connection Subsystem

1. In the Component Profiles (Profile Configuration in Siebel 7.7/7.8/8.0/8.1) applet, create a new record.

Specify the following parameters for the new record:



Named Subsystem Alias (Alias in Siebel 7.7/7.8/8.0/8.1):

GplusCampSyncConnectionPrimary

Description:

Gplus Campaign Synchronization HTTP Connection

Name (Profile in Siebel 7.7/7.8/8.0/8.1):

Gplus Campaign

Synchronization HTTP Connection Parameters



Subsystem Type:

HTTPSubSys

Save the new record.

For the Named Subsystem record you just created, enter the following parameters in the Enterprise Profile Configuration (Profile Parameters in

Siebel 7.7/7.8/8.0/8.1) applet:



HTTPRequestMethod:

POST

HTTPRequestURLTemplate: http://<host>:<port> where:

<host> is the host where you installed the Campaign Synchronization

Component.

<port>

is the port you specified in the Communication Port field in the

Configuration Manager’s

Server Info Tab

of the Campaign

Synchronization Component Application object.

Creating a Backup Connection Subsystem

1. In the Component Profiles (Profile Configuration in Siebel 7.7/7.8/8.0/8.1) applet, create a new record.

Specify the following parameters for the new record:



Named Subsystem Alias (Alias in Siebel 7.7/7.8/8.0/8.1):

GplusCampSyncConnectionBackup

Description:

Backup Gplus Campaign Synchronization HTTP

Connection

Name (Profile in Siebel 7.7/7.8/8.0/8.1):

Backup Gplus Campaign

Synchronization HTTP Connection Parameters

Subsystem Type:

HTTPSubSys

Gplus Adapter for Siebel CRM—Deployment Guide 115

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

Save the new record.

For the Named Subsystem record you just created, enter the following parameters in the Enterprise Profile Configuration (Profile Parameters in

Siebel 7.7/7.8/8.0/8.1)applet:



HTTPRequestMethod:

POST



HTTPRequestURLTemplate: http://<host>:<port> where:

<host>

is the host where you installed the Campaign Synchronization

Component.

<port>

is the port you specified in the Communication Port field in the

Configuration Manager’s

Server Info Tab

of the Campaign

Synchronization Component Application object.

Creating Transport Subsystem

1. In the Component Profiles (Profile Configuration in Siebel 7.7/7.8/8.0/8.1) applet, create a new record.

Specify the following parameters for the new record:



Named Subsystem Alias Component Profiles (Alias in Siebel

7.7/7.8/8.0/8.1) applet:

GplusCampSynchDispatch

Description:

Gplus Campaign Synchronization Dispatch

Name (Profile in Siebel 7.7/7.8/8.0/8.1) applet:

Gplus Campaign

Synchronization Dispatch Parameters

Subsystem Type:

EAITransportDataHandlingSubsys

Save the new record.

For the Named Subsystem record you just created, enter the following parameters in the Enterprise Profile Configuration (Profile Parameters in

Siebel 7.7/7.8/8.0/8.1) applet:



CharSetConversion:

UTF-8



Service to Execute:

Genesys Campaign Synchronization

Service Method to Execute:

GetGenesysMessage

Note:

In Siebel 7.8 and higher, the

CharSetConversion

parameter is not available from applets (GUI). In this case you have to set it via Siebel

Server Manager ( srvrmgr ) using a command: change parameter CharSetConversion = UTF-8 for named subsystem

GplusCampSynchDispatch

See the Siebel documentation for more information about Siebel

Server Manager.

116 Gplus Adapter 7.5

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

Run Time Events Used by the Campaign

Synchronization Component

Note:

The run time events used by the Campaign Synchronization component replace functions that are performed by scripts in the older versions of the component.

To create Run Time Events required by the Campaign Synchronization

Component, you have to run the

InstallRunTimeEvents

method of the Genesys

Campaign Synchronization Siebel Business Service once using the Siebel

Business Service Simulator applet.

To run the method:

1. Navigate through the Site Map to

Business Service Administration

Business Service Simulator

In the Service Methods applet, create a new record.

Specify the following parameters for the new record:



Service Name:

Genesys Campaign Synchronization

Method Name:

InstallRunTimeEvents

Click the Run button.

After running the method, you should navigate in Siebel client to

Runtime

Events Administration

Events

(

Administration – Runtime Events

Events in Siebel 7.7/7.8/8.0/8.1), and select

Reload Personalization

(

Reload Runtime

Events in Siebel 7.7/7.8/8.0/8.1) system menu item.

Creating the Genesys Campaign Export Position

To perform campaign export function, you will need to create a special position within your Siebel Division.

To create this position:

1. Select Site Map > Group Administration > Positions.

Click New on the Positions applet to create a new record.

Specify the following parameters for the new record:



For Division field, select the division this position will belong to

For Position, enter

Genesys Campaign Export

Save the new record.

To assign one or more employees to the position that you just created, use the

Last Name field of the position. For further information on adding positions and assigning employees to positions, see the Siebel documentation.

You have completed the configuration and installation of the Gplus Adapter

7.5 for Siebel CRM Campaign Synchronization Component.

Gplus Adapter for Siebel CRM—Deployment Guide 117

Chapter 4: Configuration and Installation of the Campaign Synchronization Component Configuring Siebel

118 Gplus Adapter 7.5

Chapter

Configuration and

Installation of the Voice

Component

This release of the Gplus Voice Component supports several major features, including:

•

Basic Voice

•

Expert Contact

•

Outbound Campaign

•

Universal Callback (Web and Voice features)

You must configure the Voice Component, including all of the Voice features you intend to use, before adding any other driver-based Adapter Component.

Server-based components, such as Campaign Synchronization and

Configuration Synchronization, must be configured before the Voice

Component.

The Genesys Gplus Communication Server is a prerequisite for the Voice

Component.



This chapter includes the following sections:

Overview, page 120

New in This Release, page 123

Installation, page 123

Configuring Genesys, page 127

Gathering Genesys Settings, page 133

Updating the Siebel Repository File, page 136

Configuring the Siebel Call Center Application, page 147

Advanced Customization of Voice Component Configurations, page 164

Checking Installations, page 196

Driver Settings, page 203

Gplus Adapter for Siebel CRM—Deployment Guide 119

Chapter 5: Configuration and Installation of the Voice Component Overview



Agent Work Modes Emulation, page 225

Agent States on Telesets with Multiple Positions and ACD Queues, page 226

Log Files, page 227

Driver Commands and Events, page 227

Support for the Emergency/Supervisor Key, page 231

Detailed Descriptions of Device Commands, page 240

Detailed Descriptions of Device Events, page 286

The Voice Component functionality can be used in any or all of the following configurations:

•

Voice only call centers (inbound calls)

•

Expert Contact functionality (CTI-Less T-Server support)

•

Outbound Campaigns (outbound campaign calls)

•

Universal callback functionality (voice and web callback requests)

See the Gplus Adapter 7.5 for Siebel CRM User’s Guide for additional information about using this component.

Overview

The Gplus Adapter 7.5 for Siebel CRM Voice Component provides a single, consistent user interface for customer relationship management, telephony control, outbound campaign calls, expert contact, and voice callback functionality.

Features and Enhancements

The Voice Component supports the following features, any or all of which can be implemented based on the needs of your contact center:

•

Basic Voice (inbound and outbound call functions)

•

Expert Contact with CTI-Less T-Server support

•

Outbound Campaigns (outbound campaign calls)

•

Universal Callback (voice and web callback requests)

Each of these options is described below.

Basic Voice

The Basic Voice feature is intended for call centers that work with inbound calls. This feature must be imported first, because it defines the Genesys Voice

Project in Siebel.

120 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Overview

Expert Contact

The Expert Contact feature serves to establish connections with associates, known as experts or knowledge workers, who are not regular call center agents and whose phones are not directly monitored by T-Server. Usually this expert is a person who has the advanced skills required to handle specific customer requests or to solve customer problems. The expert has the option to preview data about an incoming call in Preview Interaction mode, and to manually notify the CTI-less T-Server about an incoming call and the progress of that call. Because the T-Server has no CTI-link to the switch, it does not necessarily receive notification of the expert’s phone interactions, so the expert must use the Agent Desktop Toolbar to manually update the status of the interaction.

For additional details about Expert Contact, refer to the Genesys Expert

Contact 7 Getting Started Guide, or the Genesys Expert Contact 7 Deployment

Guide.

Outbound Campaign

The Outbound Campaign feature is intended for call centers that primarily work with outbound campaign calls. It supports Genesys Outbound Desktop

Protocol version 7.0. The Outbound Campaign feature provides integration of

Siebel CRM with the Genesys Outbound Contact Server capabilities. The

Outbound Campaign feature operates with the Voice Component and implements full functionality of the Outbound Contact desktop on the Siebel

CRM Communications Toolbar for outbound campaign functionality. For more information about the Siebel CRM Communications Toolbar, see the Gplus

Adapter 7.5 for Siebel CRM User’s Guide.

Universal Callback

The Universal Callback feature is used with the Voice Component to provide voice and web callback functionality. For example, using voice callback functionality in your company's Call Center IVR, a customer can request that a representative from your company call the customer back. The customer simply selects the “Call Back” option in the IVR menu and then enters a telephone number with an approximate callback time. In the section titled

“Checking the Voice Callback Installation” on page 198

, Voice Callback

scenarios provide additional details about using this feature.

Each incoming voice callback interaction creates an activity record in the

Siebel application and a new work item on the agent Communications Toolbar.

The Description field from the activity record is used for storing User Data fields passed from the Universal Callback Server. The set of user data fields that are stored can be modified to meet contact center requirements.

Gplus Adapter for Siebel CRM—Deployment Guide 121

Chapter 5: Configuration and Installation of the Voice Component Overview

Overview of Voice Component Installation

The processes involved in installing the Voice Component and setting up its standard features are summarized below:

1. Install the Adapter from the installation package.

Using Genesys Configuration Manager, update the Genesys configuration and collect the required information.

Using Siebel Tools, import the Siebel .sif

archive files from the installation package.

Customize the Siebel Communications Toolbar.

Recompile the Siebel

.srf

file.

Deploy the

.srf

file on Siebel Server

Configure the Siebel Call Center application

Synchronize Time Zone names in Siebel and Genesys. Refer to “Time

Zones” on page 102

in Chapter 4, “Configuration and Installation of the

Campaign Synchronization Component,” on page 83

for detailed instructions.

Customize and import the Communications configuration file

GenComm_universal.def.

10.

Create and administer call center agents.

11.

Start a test session for each feature, based on instructions in the section titled,

“Checking Installations” on page 196

Each of the processes listed above are explained in the sections below, and explanations are accompanied with step-by-step instructions for completing each task in the process.

Note:

Customization of the Siebel application and the Gplus Adapter is very common. No overview, including the one provided above, could encompass all possible customizations of the Gplus Adapter. However, some of the more common Gplus Adapter customizations, and some general information related to Gplus Adapter customization, is

provided in the section titled “Advanced Customization of Voice

Component Configurations” on page 164

. Refer also to the Gplus

Adapter section of the Genesys Migration Guide and to the associated

HTML file.,

70gp-sl7_GenComm7_universal_migration.html

. This

HTML file documents the changes to the

.def

file that differentiate version 7.5 from version 7.2.

122 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component New in This Release

Note:

The Adapter does not contain limitations for some of the Adapter's compiled components that will work only with the T eScript Engine

(and not the ST eScript Engine). The default Siebel option is set to

Enable ST Script Engine = TRUE

, but for the Genesys component it should be set to

Enable ST Script Engine = FALSE

New in This Release

This section provides information about new features or functionality in this release of the Voice Component:

•

Supports Siebel 8.0, 8.1

•

Supports an optional feature whereby, in network transfer scenarios where the second agent is not available, the agent performing the transfer will automatically reconnect with the customer upon expiration of the time out period

•

Supports new description of connection to the T-Server

•

Supports secure connection between the Gplus Adapter and T-Server

(Genesys Framework 7.5 feature)

•

Supports the Genesys Outbound 7.5 feature to allow agents to be involved in multiple active call campaigns at the same time

•

Supports selective protection of sensitive data in UserData, Extensions, and Reasons in logs (feature provided and configured in

GenCommServer

•

Supports enhanced logging. If the log level is set to

DEBUG

, then incoming and outgoing statistics connections will be logged.

Installation

This section describes the installation process for the Gplus Adapter 7.5 for

Siebel CRM Voice Component. The Gplus Adapter can be installed on

Windows or UNIX platforms. On UNIX, you can use either Solaris or AIX.

Setup Types

This version of the Adapter is compatible with the following versions of Siebel

CRM Server: 7.5.3, 7.7/7.8/8.0/8.1.

For information about the files that you install and their location, see the section

“Target Directory Structure and File Locations” .

Gplus Adapter for Siebel CRM—Deployment Guide 123

Chapter 5: Configuration and Installation of the Voice Component Installation

Installation and Uninstallation Options

Since the 7.2 release, the Adapter is installed on the host where the Genesys

Gplus Communication Server (

GenCommServer

) is running.

GenCommServer invokes the Adapter and then uses its functionality on the requests from Siebel

Communication Server directed by the Gplus Communication Driver

(

GenCommDrv

) to

GenCommServer

Installation of

GenCommServer

is a prerequisite for installation of the Gplus

Adapter components. It is important to note that installation of

GenCommServer may run on a computer with or without Siebel Server.

Target Directory Structure and File Locations

The following generic directory and host names are used in the description of the directories structure:

•

<Gplus Communication Server directory> is the

Gplus Communication

Server installation directory.

•

is the destination directory for installation used by the installation script to copy the Adapter for Siebel CRM Voice files.

•

Files in subdirectories

<Destination Directory>/images/7.5

and

<Destination Directory>/objects/7.5

are related to Siebel version 7.5.3.

•

Files in subdirectories

<Destination Directory>/images/7.7

and

<Destination Directory>/objects/7.7

are related to Siebel versions 7.7

/7.8.

•

Files in subdirectories

<Destination Directory>/images/7.7

and

<Destination Directory>/objects/8.0

are related to Siebel version 8.0.

•

Files in subdirectories

<Destination Directory>/images/7.7

and

<Destination Directory>/objects/8.1

are related to Siebel version 8.1.

•

<Web Server Host> is the Web Server host name where the Siebel Web

Server extension was installed.

•

is the Siebel Web Server extension icon images directory.

Installation on Windows

Note:

Before you install the Voice Component, stop the Gplus

Communication Server.

To install the Voice Component on Windows:

1. Double-click setup.exe

from the installation package

(windows\setup.exe)

124 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Installation

When prompted,

Genesys Installation Wizard will install the Gplus

Adapter for Siebel CRM Voice in the following Destination Folder

, choose the location of this destination folder.

For example:

C:\Program Files\GCTI\Gplus Adapter for Siebel CRM Voice

When prompted,

Genesys Installation Wizard has collected all required information and is ready to install Gplus Adapter for

Siebel CRM Voice on your computer

, click

Install

When Genesys Installation Wizard completes its execution, you must

manually copy the following files to their proper locations:

Depending on your version of Siebel Server, copy files representing icon images from either

<Destination Directory>/images/7.7

or from

<Destination Directory>/images/7.5

to the following directories:

< Web Server Host>/< SWEIconImages directory >

Files for Siebel 7.7 /7.8/8.0/8.1 must be taken from

<Destination Directory>/images/7.7

Files for Siebel 7.5.3 must be taken from

<Destination Directory>/images/7.5

Note:

The installation package contains new complementary pairs of icons for Ready/Not Ready buttons. During the installation process, standard

Siebel icons for the Not Ready button are overwritten with new ones from the installation package. To preserve the standard Siebel icons,

Genesys recommends that you back up image files icon_notready_enabled.gif

and icon_notready_disabled.gif

in a safe location. These files should be restored manually if the Gplus Adapter is uninstalled.

Installation on UNIX

This section describes how to install the Voice Component on Solaris and AIX.

The user running the installation script must have proper permissions to create and write to the directories where the Gplus Communication Server

(

GenCommServer

) is installed.

Note:

Do not use special symbols in any destination directory name when installing in a UNIX environment.

Prerequisites for Solaris

The Voice Component must be installed on a computer where Gplus

Communication Server (

GenCommServer

) is installed on Solaris. Before starting

Gplus Adapter for Siebel CRM—Deployment Guide 125

Chapter 5: Configuration and Installation of the Voice Component Installation the installation of the Voice Component on Solaris, you must have the following dynamically linked runtime libraries installed on the computer where Siebel CRM is installed:

•

libsocket.so

•

libnsl.so

•

librt.so

•

libdl.so

•

libintl.so

•

libmp.so

•

libaio.so

•

libc.so

•

libw.so

•

libelf.so

•

libc_psr.so

•

libCrun.so

Follow the instructions under the heading, “Running the Installation Shell” on page 126

to continue with the installation process.

Prerequisites for AIX

The Voice Component must be installed on a computer where Gplus

Communication Server (

GenCommServer

) is installed on an AIX platform.

Before starting the installation of the Voice Component on AIX, you must have the following dynamically linked runtime libraries installed on the computer where Siebel CRM is installed:

•

libpthreads.a

•

libC_r.a

•

libc_r.a

•

librtl.a

Follow the instructions under the heading,

“Running the Installation Shell” to

continue with the installation process.

Running the Installation Shell

To install the Voice Component on Solaris or AIX:

1. Stop the

GenCommServer

At the Solaris or AIX prompt, execute install.sh.

When prompted,

Please enter the full path to your Gplus

Communication Server for Siebel CRM directory =>

, enter the full path to the Gplus Communication Server for Siebel CRM installation directory, for example:

/data/GplusCommunicationServerFolder

When a message appears:

126 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring Genesys

Note that path to "Gplus Communication Server for Siebel CRM directory" directory can't be used as input to the "Destination directory for installation" prompt.

Please enter full path of the destination directory for installation

=> enter the full path of the destination directory for installation, for example:

/data/inst_dest

Files are extracted from the installation package to the destination directory for installation and then will be copied into the correct folders.

When the installation script completes its execution, you must manually copy the following files to their proper locations.

Depending on your version of the Siebel Server, copy files representing icon images from either

< Destination Directory>/images/7.7

or from

<Destination Directory>/images/7.5

to the following directories:

< Web Server Host>/< SWEIconImages directory >

Files for Siebel 7.7 /7.8/8.0/8.1 must be taken from

<Destination Directory>/images/7.7

Files for Siebel 7.5.3 must be taken from

<Destination Directory>/images/7.5

Note:

The installation package contains new complementary pairs of icons for Ready/Not Ready buttons. During the installation process, standard

Siebel icons for the Not Ready button are overwritten with new ones from the installation package. To preserve the standard Siebel icons,

Genesys recommends that you back up image files icon_notready_enabled.gif

and icon_notready_disabled.gif

in a safe location. These files should be restored manually if the Gplus Adapter is uninstalled.

Uninstallation

Complete information about uninstalling the Gplus Adapter and its

components is provided in Chapter 9, “Uninstallation Instructions,” on page 393

Configuring Genesys

This section describes the configuration of the Genesys requirements of the

Voice Component. It includes information and instructions for configuring

Voice Component functionality.

Gplus Adapter for Siebel CRM—Deployment Guide 127

Chapter 5: Configuration and Installation of the Voice Component Configuring Genesys

Prestart Information

Before starting the configuration process for each Gplus Adapter component or feature listed below, you must have the listed applications installed and running:

Required for All Components

Genesys Framework

•

Configuration Database

•

Configuration Server

•

Configuration Manager

•

T-Servers

Expert Contact Feature

Genesys Expert Contact

•

CTI-Less T-Server

Outbound Campaign Feature

Genesys Outbound Campaign

•

Outbound Contact Server

•

Outbound Contact Manager

Universal Callback Feature

Genesys Framework

•

Universal Router

•

Universal Callback Server

Modifying Genesys Settings

Genesys Configuration Manager provides access to most of this information mentioned in this section.

Basic Voice Feature

The Basic Voice feature does not require any Genesys settings update. No mandatory modifications are needed.

128 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring Genesys

Expert Contact Feature

You may need to change configuration settings when a Network T-Server is used with respect to CTI-Less T-Server. Most configuration changes must be done in the Network T-Server configuration object. Refer to the Genesys

Expert Contact 7 Deployment Guide for specific information and instructions.

Outbound Campaign Feature

Several Outbound Contact Server (OCS) installation settings must be changed after the default installation of the Outbound Campaign feature. You can make these changes in Configuration Manager using the Options tab of OCS’s application properties.

To modify the Genesys Outbound Contact Server settings:

1. In Configuration Manager, select

Environment

Applications and rightclick the Outbound Contact Server Application.

Select Properties.

The Properties dialog box displays.

Select Options > OCServer (see

Figure 16 on page 130

To change the default value of the key, double-click the line you want to change: login_action > hard_not_ready outbound_release_action > hard_not_ready

Gplus Adapter for Siebel CRM—Deployment Guide 129

Chapter 5: Configuration and Installation of the Voice Component Configuring Genesys

130

Figure 16: Modifying Outbound Contact Server Settings

Check to make sure the record_processed option is set to the value yes.

If not, change the value to yes.

For more information about the record_processed option, see the Genesys Outbound Contact 7.0 Reference

Manual.

If you are using Outbound Contact release 7.0 or later, you can add the option customer_id, value = crm_contact_id (for more information, see

the topics

“Configuration Changes” on page 132

and

“Setting

DoNotCall Based on Customer ID” on page 132

If you are using an earlier version of Outbound Contact, continue to Step 6.

Click

Apply

to submit changed values.

Click

OK.

Modifying the Outbound Contact Manager Component Settings

After default installation, no further changes are required for Outbound

Contact Manager.

Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring Genesys

For further information on how to install Outbound Contact Manager, see the

Genesys Outbound Contact Getting Started Guide.

Setting Send Attribute Values in the Calling List Format

The key-value pair send_attribute equal to GSW_ATTEMPTS must be specified for the Attempt field in the calling list format. You must specify this value because after default installation, Outbound Contact Server does not send the number of attempts to the client and vice versa.

To set up the GSW_ATTEMPTS attribute:

1. In the Configuration Manager, select the section Formats, used by your campaign.

Browse to the appropriate Format record.

Right-click the

Attempt

field and select

Properties from the shortcut menu.

Select the Annex tab.

Create the section default

and under this section create a new record send_attribute = GSW_ATTEMPTS

(see

Figure 17, “Setting the Send

Attribute,” on page 132

Click

to save the record.

Gplus Adapter for Siebel CRM—Deployment Guide 131

Chapter 5: Configuration and Installation of the Voice Component Configuring Genesys

132

Figure 17: Setting the Send Attribute

Setting DoNotCall Based on Customer ID

The Campaign Synchronization Component supports Do Not Call requests based on the Siebel Customer ID (this requires Genesys Outbound Contact

Server release 7.0 or later). The Do Not Call request is based on the Siebel

Customer ID and is an extension of the OCS desktop protocol. You can also use the Do Not Call request based on record handle and phone number. Setting

Do Not Call based on the Customer’s ID resolves the problem of more than one customer sharing the same phone number. For more information about the

Do Not Call request, see the Outbound Contact Deployment Guide.

Configuration Changes

To support Do Not Call by Customer ID, the Outbound Contact Server associates a calling list’s field with their Customer ID. The name of the calling list’s fields that will be used for the CustomerID is defined by the option customer_id, see

“To Specify DoNotCall Command Attributes” on page 189

. If this option is not present in the calling list or application object or

Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Gathering Genesys Settings if it contains a field name that does not exist in the calling list table, by default,

OCS uses the phone number to determine the records that should not be dialed.

Gathering Genesys Settings

You must locate and record several Genesys object settings in Genesys

Configuration Manager before you proceed further with the installation of the

Voice Component. The data identified in this section is required to complete the installation!

The specific Genesys data you require depends on the Gplus Adapter components and features that you plan to implement for your Contact Center.

Data requirements for each configuration are listed under the corresponding heading below.

Data Required for All Voice Configurations

For all Voice configurations, complete the following:

•

Gather T-Server connection information.



The required information includes:

T-Server application name



For the pre-7.5 description scheme of connection to the T-Server, the required information includes:

T-Server host name

T-Server connection port

Switch type information

Backup T-Server host name (if applicable)

Backup T-Server connection port (if applicable)

T-Server Connection Information

To find the T-Server connection information:

1. In Configuration Manager, under

Environment > Applications,

select the

T-Server application configured for use with Outbound Contact Server.

Select

Properties.

The Properties dialog box displays.

Select the Server Info tab.

Note the T-Server connection information (which you will need later for the Gplus Outbound Campaign feature and for configuring the Siebel Call

Center application):



Host:

Host name



Communication port:

Communication port number

Gplus Adapter for Siebel CRM—Deployment Guide 133

Chapter 5: Configuration and Installation of the Voice Component Gathering Genesys Settings

Basic Voice Feature Data

If your configurations are set to receive network calls and to use the Network

Attended Transfer feature, then the following information is required:

•

Premise switches names as they are defined in Genesys Configuration

Manager

Expert Contact Feature Data

For the Expert Contact feature, find and record the following CTI-less T-

Server connection information:



T-Server host name

T-Server connection port



Switch type information

Backup T-Server host name

Backup T-Server connection port

•

Based on the actual configuration of Genesys Expert Contact, find the

CTI-Less T-Server, and note the corresponding virtual switch name.

Outbound Campaign Feature Data

For the Outbound Campaign feature, find and record the following:

•

Gather T-Server connection information

•

Gather Outbound Contact Server configuration information

•

Check T-Server settings



The required information includes:

T-Server host name

T-Server connection port

Switch type information

Backup T-Server host name

Backup T-Server connection port

Name of the voice queue on which the Outbound Campaign is running

Version of the Outbound Contact Server you use. See“OCS Version” on page 135 .

Outbound Contact Server Configuration Parameters

ACD/PBX Data

To find the Outbound Contact Server (OCS) ACD/PBX information:

1. In Configuration Manager, select

Tenant > Agent Groups or

Tenant >

Place Groups.

134 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component

Select a particular Group.

Select Properties.

The Properties dialog box displays.

Select the Advanced tab

(see

Figure 18

Gathering Genesys Settings

Figure 18: Outbound Properties Dialog Box

From the Origination DNs pane, make note of the ACD/PBX information, which is used later for the Gplus Voice Component configuration.

For example, in

Figure 18

, the Origination DNs information required includes: DN Number (8000), Type (ACD Queue), Switch (SwitchG3).

For further information, see

“Configuring the Siebel Call Center

Application” on page 147

and “Associating Agents with the

Communications Profile and Genesys Settings” on page 160 .

OCS Version

To find the version of Outbound Contact Server (OCS) that you use:

Gplus Adapter for Siebel CRM—Deployment Guide 135

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

1. Start at the command prompt window from Windows or from a terminal window in UNIX.

Navigate to the OCS installation home folder (for example,

C:\GCTI\OCS

on the Windows platform).

Run the OCS executable with -V switch:

> ocs_server -V

Note the Outbound Contact Server version.

Universal Callback Feature Data

The Voice and Web Callback Configuration does not require Genesys settings update. Time Zone synchronization is a mandatory modification for this

configuration. Refer to “Time Zones” on page 102

in Chapter 4,

“Configuration and Installation of the Campaign Synchronization

Component,” on page 83 for detailed instructions.

For this feature:

•

Gather T-Server connection information

•

Gather Universal Callback server information

The required information includes:

For T-Server:

•

T-Server host name

•

T-Server connection port

•

Switch type information

•

Backup T-Sever host name

•

Backup T-Server connection port

For Universal Callback server:

•

Switch name of Voice T-Server

•

Routing Points list on this switch

Updating the Siebel Repository File

This section explains how to modify the Siebel Repository File (

.srf

) with new Voice archive (

.sif

) file data or with data from other archives with extended functionality, and how to recompile the Siebel Repository File. It also explains how to modify the

.srf

file with data from other archives with extended functionality.

Information is covered under the following topic headings:

•

Requirements for Starting

•

Overview of Siebel Repository File Preparation

•

Locking Existing Projects

136 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

•

Importing Voice Component Archive (.sif) Files and Resolving Conflicts

•

The Siebel Communications Toolbar

•

Compiling the Siebel Repository File

•

Deploying the Repository File

For information on how to use Siebel Tools, see the Siebel documentation.

Requirements for Starting

Before starting this part of the configuration process, you should have the following Siebel CRM and Genesys Gplus applications installed and running:

Siebel CRM Applications

•

Siebel Tools

•

Siebel Server

•

To use the Outbound Campaign feature and the Outbound Contact Server product, you must have Siebel eMarketing.

Note:

To configure Siebel, you must have access to the local copy of the

Siebel Server database and have sufficient privileges to check in and check out projects from the Siebel Server Repository.

Genesys Gplus Applications

•

Gplus Configuration Synchronization Component for Siebel CRM; optional, may be used with any Voice Component feature.

•

Gplus Campaign Synchronization Component for Siebel CRM; optional, designed to be used with the Outbound Campaign feature.

Overview of Siebel Repository File Preparation

You use Siebel Tools to compile an updated version of the Siebel Repository

File (SRF or

.srf

file), which serves to define the Siebel Contact Center application on the Siebel Server.

When compiled, the Siebel Repository File integrates information from the various Gplus Adapter Voice Component archives (the

.sif

files) that you import.

For each Voice Component feature that you wish to implement, you must import a Voice Component

.sif

file and resolve any data conflicts introduced by the imported file. The Voice Component features and their associated .sif

files are listed in

Table 8

. The

.sif

files are provided with the Gplus Adapter installation disk.

Gplus Adapter for Siebel CRM—Deployment Guide 137

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

Note:

The Adapter does not contain limitations for some of the Adapter's compiled components that will work only with the T eScript Engine

(and not the ST eScript Engine). The default Siebel option is set to

Enable ST Script Engine = TRUE

, but for the Genesys component it should be set to

Enable ST Script Engine = FALSE

Note:

Depending on the Siebel Server version, appropriate

.sif

files should be imported from folder

<destination folder>/objects/7.5

for Siebel

7.5.3;

<destination folder>/objects/7.7

for Siebel

7.7/7.8; <destination folder>/objects/8.0

for Siebel 8.0; or

<destination folder>/objects/8.1

for Siebel 8.1. See installation sections for more information

Table 8: Voice Component Features and Associated .sif Files

Feature

Basic Voice

Voice Component archive (.sif) file

GenComm.sif and GenSymbolicStrings.sif for Siebel

7.8 and higher

GenesysTools.sif

Genesys Tools

Expert Contact GenComm_ECS.sif

Outbound Campaign GenComm_OCS.sif *

Universal Callback

(Voice and Web)

GenComm_VCB.sif

* In some circumstances, you may have to manually update certain objects to resolve data conflicts.

Order of Deployment

There is one constraint on the order in which you deploy the

.sif

files: installing GenSymbolicStrings.sif (for Siebel 7.8 and higher) and then

GenComm.sif

, which provides Basic Voice functionality, is mandatory for any and all configurations, and this file must be deployed first.

There are no restrictions on order in which you deploy the rest of the archive files. These other files are technically optional, and there is no restriction on order of their deployment. Each is responsible for a particular feature’s functionality.

Deployment of GenesysTools.sif

is mandatory. It will be used during configuration of the Siebel Call Center application

138 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

Procedures for Siebel Repository File Preparation

To import the necessary

.sif

files and prepare the Siebel Repository File for compiling, you must complete the following tasks:

1. Start Siebel Tools against the local database.

Lock the projects common for all features and the projects for selected optional features. Projects are described in

Table 9 .

For Siebel 7.8 and higher, import the mandatory

GenSymbolicStrings.sif

file.

Lock the Genesys Symbolic Strings project.

Import the mandatory

GenComm.sif

file.

Lock the Genesys Voice Project.

Import the mandatory

GenesysTools.sif

file.

Lock the Genesys Tools Project.

For every selected optional feature do the following:



Import the corresponding .sif file

Resolve conflicts between Siebel Server applications, as necessary.

Use Table 10, “Features with Conflicts to be Resolved,” on page 142

to check for potential conflicts.

10.

If you are deploying the Universal (Voice) Callback feature:

Import the corresponding

.sif

file

Resolve conflicts between Siebel Server applications, as necessary.

Use Table 10, “Features with Conflicts to be Resolved,” on page 142

to check for potential conflicts.

Manually copy the script as follows:



From the Object Explorer, go to the Application objects.

From the Applications window, select the application on which the

Adapter is deployed (for example, Siebel Universal Agent for

Siebel Horizontal versions, or Siebel Financial Services for Siebel

Vertical versions).

Right-click the application record and select

Edit Server Script from the drop-down menu.

Edit the

Application_PreNavigate

method for the selected Server

Script with the code provided in the file

<InsDir>/<OBJECTS>/Application_PreNavigate_VCB.es

. If there are no server scripts associated with the application object, you will be asked to select the scripting language. Please select eScript in this

case. Refer to “Updating the Application's Application_PreNavigate

Event Server Script” on page 436

in the Appendix.

11.

Compile the updated

.srf

file.

12.

Deploy the new

.srf

file.

Gplus Adapter for Siebel CRM—Deployment Guide 139

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

Instructions for completing each of these tasks are provided below, with step-

by-step details. Start with the “Locking Existing Projects”

section.

Locking Existing Projects

Before working with projects, you must start Siebel Tools against the local database.

To lock existing projects:

1. In Siebel Tools, in the Object Explorer, select Project category .

In the

Projects

list, select the appropriate projects.



Select projects listed below in

Table 9 .

Select the projects to be locked based on the features you want to install.

Always lock the projects that are common to all components.



In addition, lock any other projects that are specific to the features you are installing.

Note:

The project named

Genesys Voice

is created when you import the

GenComm.sif

file, as explained in the instructions below. When you first open the Projects list, the Genesys Voice project does not yet exist and so is not available to be locked.

The project named

Genesys Tools

is created when you import the

GenesysTools.sif

file. Lock the project after import of

GenesysTools.sif

The project named

Genesys Symbolic Strings

is created when you import the

GenSymbolicStrings.sif

file. Lock the project after import of

GenSymbolicStrings.sif

140 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

Table 9: Projects for All Supported Siebel Versions - Common for all Components and

Feature-Specific

Feature Archive File Common Projects

(for all components)

Feature-Specific

Projects

Basic Voice

Expert Contact

GenComm.sif

GenesysTools.sif

GenSymbolicStrings.sif

GenComm_ECS.sif

Outbound Campaign GenComm_OCS.sif

Universal Callback

(Voice and Web)

GenComm_VCB.sif

• Command

• Communication

Administration

• Persistent Customer

Dashboard

• Genesys Voice*

• Genesys Tools*

• Genesys Symbolic

Strings*

None

• Campaign

• Activity

• Contact

• Contact (SSE)

• Table Activity

• <Project related to an application on which the Adapter is deployed with the

Universal Callback feature >**

* Lock the project after import of the corresponding .sif

file.

** This project is locked when deploying the Universal Callback feature as

described in “Procedures for Siebel Repository File Preparation” on page 139 .

This is the project related to an application on which the Adapter is deployed.

For example: Siebel Universal Agent (for Siebel Horizontal version) or Siebel

Financial Services (for Siebel Vertical versions).

Importing Voice Component Archive (.sif) Files and Resolving

Conflicts

By importing the Voice Component archives, you import the fundamental data required to update the Siebel Repository File for the Voice Component.

Be aware that import starts from

GenSymbolicStrings.sif

(for Siebel 7.8 and higher), then GemComm.sif

and GenesysTools.sif

files, and requires locking some projects after import of these files, as described above.

Some of the archive data that you import is in conflict with the current Siebel application data. The following type of conflict may require resolution:

Gplus Adapter for Siebel CRM—Deployment Guide 141

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

•

Conflicts between the Siebel application for which the .sif file was originally prepared and the Siebel application on which the .sif file is being deployed

Table 10: Features with Conflicts to be Resolved

Feature Voice Component archive (.sif) file

Basic Voice GenComm.sif

GenesysTools.sif

GenSymbolicStrings.sif

Expert Contact GenComm_ECS.sif

Outbound Campaign GenComm_OCS.sif

Conflict with

Gplus

Components

Conflict with

Siebel

Applications

Yes

New Table

Fields

Universal Callback GenComm_VCB.sif

No Yes Yes

The Siebel Tools processes that help you resolve these conflicts are explained below.

Importing .sif Files and Resolving Conflicts

You must import the .sif file for each Voice feature and resolve any conflicts created.

Complete the steps below to import the archive file with symbolic strings,

GenSymbolicStrings.sif,

that are used across the Siebel archive files provider within the Adapter.

Note:

The GenSymbolicStrings.sif file must be imported first.

1. In Siebel Tools, select

Tools > Import from Archive.

2. In the

Select Archive to Import window, select the symbolic strings archive file,

GenSymbolicStrings.sif.

The Voice Component installation program created this file in its destination directory. Navigate to the appropriate directory in your environment, as follows:

•

For Windows:

<Destination directory>\objects\<Siebel Version>.

•

For UNIX:

<Destination directory>/objects/<Siebel Version>.

3. Click

Open.

The

Import Wizard-Preview

window appears.

4. Click

Next.

The

Review Conflicts and Actions

screen displays.

142 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

5. Click

Finish.

Complete the steps below to import the fundamental archive file,

GenComm.sif

, and resolve its conflicts.

Proceed with GenesysTools.sif

and each additional Voice Component feature that you wish to implement; repeat the import and conflict resolution steps below, substituting for

GenComm.sif

the .sif file associated with that feature.

Refer to Table 10 on page 142

1. In Siebel Tools, select

Tools

Import from Archive

In the Select Archive to Import window, select the Voice Component archive file,

GenComm.sif



The Voice Component installation program created this file in its

Destination directory. Navigate to the appropriate directory for your environment, as follows:

For Windows:

<Destination directory>\objects\<Siebel Version>

For UNIX:

<Destination directory>/objects/<Siebel Version>

Gplus Adapter for Siebel CRM—Deployment Guide 143

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

Click Open.

The Import Wizard–Preview window appears (see Figure 19 ).

Figure 19: Import Wizard



Preview Window

Note:

In the Conflict resolution area, the button “Merge the object definition from the archive file with the definition in the repository” is selected by default (see

Figure 19

Click

Next.

The Review Conflicts and Actions screen displays.

In the Review Conflicts and Actions screen, from the Conflicting Objects panel, navigate to Business Component, and select it so that the list of business components appears.



If there is no Business Component, skip to

Step 7

For each business component in the list, select it in the Conflicting Objects panel.



In the Attribute Differences panel, right click on each of the following attributes (if it exists) and re-set the Resolution to Repository:

144 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File



Class

Search Specification

Sort Order

Sort Specification

Note:

A business component does not necessarily have any of these attributes (Class, Search Specification, Sort Order, Sort

Specification).

In the Review Conflicts and Actions screen, from the Conflicting Objects panel, navigate to Applet, and select it so that the list of Applets appears.



If Applet is not listed, skip

Step 8 .

For each applet in the list with conflicts with Siebel applications, perform the following procedure:



In the Attribute Differences panel, right click on each of the following attributes (if it exists) and re-set the Resolution to Repository:

Search Specification



Sort Order

After import of GenComm.sif

, lock the Genesys Voice project.

After import of

GenesysTools.sif

, lock the Genesys Tools project.

No project needs to be locked after import of other

.sif

files.

For each additional Voice Component feature that you wish to implement, repeat the import and conflict resolution steps above; but note the special requirement for Outbound Campaign below.

The Siebel Communications Toolbar

Note:

Each communications toolbar item has its own position specified by an appropriate field. You must ensure that after importing new toolbar items there are no conflicts for the position field that appears. Siebel does not check this, and conflicts may cause issues with the communications toolbar appearance.

Importing a Voice Component archive (

.sif

) file effectively modifies the

Siebel Communications Toolbar so that it provides the standard toolbar buttons for the Voice Component feature associated with that

.sif

file. The Toolbar, including these modifications and any customizations, is not created until the

Siebel Repository File is compiled.

Importing the primary Voice Component file, the

GenComm.sif

file, creates the fundamental Siebel Communications Toolbar. Each of the other Voice

Component archive files that you import modifies the toolbar, as appropriate, for the corresponding Voice Component features.

Gplus Adapter for Siebel CRM—Deployment Guide 145

Chapter 5: Configuration and Installation of the Voice Component Updating the Siebel Repository File

Note:

As with the Voice Component archive files, each of the other Gplus

Adapter archive ( .sif

) files modifies the Toolbar as appropriate. That is, each of the archive files associated with the other Gplus Adapter components also includes code that modifies the toolbar to provide the buttons and controls necessary to work with the installed features.

Compiling the Siebel Repository File

To compile the Siebel repository file:

1. In Siebel Tools, select Tools > Compile Projects.

Select

Locked projects.

In the Siebel Repository File edit box, select the name of the repository file.

Click

Compile.

The status bar at the bottom of the Object Compiler window indicates when compilation is finished.

Updating New Tables in a Genesys Project on a Server

Database

This procedure is required only for deployment of the Universal Callback feature, in which .srf

updates the standard S_EVT_ACT_X table. This is a twostep procedure:

1. Deploy the changed table to the Siebel Server Repository

Apply changes to the Siebel database tables.

Deploying the Changed Table to the siebel Server

Repository

To deploy the changed table to the Siebel Server Repository, check in projects as follows:

1. In Siebel Tools, select

Tools

Check In

The

Check In

dialog box displays.

In the

Projects

list, select the following project:

Table Activity

Click

Check In

Applying Changes to the Siebel Database Tables

To update a table on a local Siebel database (or on the Siebel Server database):

146 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

1. Connect Tools to the server database.

In Siebel Tools, in the Object Explorer, navigate to the Table object.

Navigate to the

List of Tables

pane.

Locate the table

S_EVT_ACT_X

Click

Apply

A pop-up Warning window appears.

Click

to accept the warning.

In the new Apply Schema window, from the Tables drop down list, select

Current Row

Enter the correct values for the

Database user

Database user password

, and

ODBC data source

You must enter the user name and password for a Database user who has an administrator's privileges in the Siebel environment.

Refer to Figure 15, “Creating New Tables in a Siebel Database,” on page 113 . See the Siebel documentation for more information about

creating custom tables.

Click

Apply

The message

Changes successfully applied

appears, indicating that tables were created.

10.

Click the

Activate

button to propagate database changes and make them available to all users.

Deploying the Repository File

To deploy the

.srf

file, stop the Siebel Server, copy the new repository file to a specific location within the server installation, and restart the server.

Additionally, you may have to generate and deploy browser scripts for the new

repository file (see “Scripts” on page 435 ).

For further information on deploying an updated repository file to the Siebel

Server, refer to Siebel documentation.

Configuring the Siebel Call Center

Application

To configure the Siebel Call Center application on the Siebel Server, you must be logged in as a Siebel Administrator.

This part of the configuration process includes the following procedures:

•

Update the associated List of Values (LOV) table(s).

Gplus Adapter for Siebel CRM—Deployment Guide 147

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

•

Create a customized Communications configuration with the Gplus Voice driver and profiles.

•

Create agents with appropriate rights and permissions.

•

For Outbound Campaign, associate campaigns with the proper employees.

•

For Outbound Campaign or Voice Callback, you must manually synchronize the Time Zones names in Siebel and Genesys. For detailed

instructions, see “Time Zones” on page 102

in Chapter 4 .

This section explains the specific processes required to complete this configuration for each Voice component feature. Configuration processes related to a feature are listed below the heading for that feature.

Importing Lists of Values

To perform these imports:

1. Log in as Siebel administrator.

Open the Site Map, then navigate to

Administration - Business Service,

Simulator

(in 7.5.3,

Business Service Administration, Service

Simulator)

Specify

Genesys Tools as the Service Name,

ImportAll

as the Method

Name, and set

Iterations

148 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

In the

Input Arguments

(in 7.5.3,

Input Property Set

) applet, click the

Load From File

button, browse for

<InsDir>/OBJECTS/GenComm_LOV.xml and

load this file as shown in Figure 20 on page 149 .

Figure 20: Importing Lists of Values

Click

Run

on the

Service Methods

applet. Import results can be checked in the

Output Arguments

(in 7.5.3,

Output Property Set

) applet.

If only the Voice Component, but not the Multimedia Component, is deployed, then create a new List of Values (LOV) and populate it with values manually, as described below:



Administration Data

List of Values

(in Siebel 7.5.3,

Application

Administration

List of Values

), create a new LOV with the following parameters:



Display Value OpenMedia

Lang-Indep Code OpenMedia

Lang Name English-American Parent LIC COMMON

Order N/A (leave empty)

Active On

Translate On

Replic Level All

Gplus Adapter for Siebel CRM—Deployment Guide 149

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

Creating a Customized Communications Configuration,

Drivers, and Profiles

The Communications Configuration, drivers, and profiles are all created by importing data from the configuration definition file, GenComm_universal.def

The Gplus Adapter supplies this file, which is also called the (

.def

) file

It includes profiles and drivers (one per profile), and command and event definitions for: Gplus Voice and Gplus OpenMedia.

Before importing data from the configuration definition file, the sample configuration parameters defined in this file must be customized to reflect your actual contact center configuration. Then you can import the edited configuration definition file. You can selectively import the following data from the configuration parameters file: profiles, drivers, commands, and events.

The

GenComm_universal.def

file comes with the Gplus Adapter, and it is typically worthwhile to create a copy and familiarize yourself with it.

Overview

Three processes are involved in creating a configuration:

1. Editing the configuration definition file. This may include editing to create additional profiles for the same media type.

Creating the configuration record in Siebel.

Importing the configuration.

Each of these processes is described below.

Note:

The Outbound Campaign feature uses a Siebel view that has a different name in Siebel versions 7.5.3 and lower than it does in version

7.7/7.8/8.0/8.1. By default, the .def

file is set up for use with Siebel version 7.7/7.8/8.0/8.1.

Find and modify all occurrences of that string to prepare the file for use with Siebel Server version 7.5.3 and lower as in the example provided below:

; Uncomment following line for use with Siebel version 7.5.3

; View = "Campaign Detail"

; Uncomment following line for use with Siebel version 7.7/7.8/8.0/8.1

; View = "Campaign Detail - Position"

Note:

When the import task is completed, remove any unused profiles or profiles. It is important to remove unused profiles if you do not plan to use the full line of Gplus Components.

150 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

Editing the Configuration Definition File

The configuration definition (

.def

) file must be edited to:

•

Supply the correct values for required driver’s fields.

•

Customize commands and events definitions.

•

Make version-specific for the Outbound Campaign feature.

•

Create additional profiles for the same Media Type (for example, a second

Voice profile).

Use the appropriate path to access the .def file:

For Windows

<Voice Component folder>\Objects\GenComm_universal.def

For UNIX

<Voice Component folder>/objects/GenComm_universal.def

To modify and prepare the definition file for import:

1. Locate the appropriate definition file and open it for editing.

Make a copy of the definition file.

Note:

Always make a copy of the definitions file in case you need to return to the original settings. Use the Notepad application for

Windows, or a vi editor for UNIX.

You must define the location parameters for each configuration:

in the

[Configuration Parameters]

section, define the

ConnectString parameter as a premise switch name exactly as it is defined in Genesys

Configuration Manager for T-Server. For example:

ConnectString = "Prem-1-G3_72"

in the

[Driver: …]

section, define the

LocalConnString

parameter as a premise switch name exactly as it is defined in Genesys Configuration

Manager for T-Server. For example:

Driver:LocalConnString = "Prem-1-G3_72"

Locate and modify the following parameters for each profile:

Driver:TServerAppName—the T-Server application name, as it appears in Genesys Configuration Manager. The corresponding T-

Server should be included in the Connections section of the

GenCommServer

application in Configuration Manager. Parameters of the connection, such as secure connection, should be configured in the

GenCommServer

application in Configuration Manager, according to the

Genesys 7.5 Security Deployment Guide.

This scheme of connection to T-Server was introduced in Release 7.5. To keep backward compatibility with previous releases, it is allowed to leave this parameter unchanged, as in

Driver:TServerAppName = "CHANGE_ME"

, or

Gplus Adapter for Siebel CRM—Deployment Guide 151

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application to remove it from the configuration. In this case, use the previouslyallowed set of parameters shown in b. through f. below:

Driver:ServerHost—the host name of the machine, where T-Server is running (for example, myhost1

). You must provide a value for this parameter.

Driver:ServerPort—the port number for T-Server in decimal form, for example: 5443. You must provide a value for this parameter.

Driver:BackupServerHost—the host name of the machine where the backup T-Server is running (for example, myhost1bk

). This parameter is optional.

Driver:BackupServerPort—the port number for the backup T-Server in decimal form (for example: 5445 ). This parameter is optional.

Driver:SwitchType—numeric value, which defines the type of the

switch. For the list of available (supported) values, see “Driver

Parameters” on page 203

That approach, however, does not allow usage of new security features in

Genesys 7.5.

For the Expert Contact feature, specify the following parameters:

Service:HasKWProtocol = TRUE

This enables protocol support.

For the Outbound Campaign feature (with its OSC functionality), specify the following parameters:

Service:HasOCSProtocol = TRUE

This enables protocol support.

OCSEnableOutOfCampaignOperations

. For more information, see

“Transferring Outbound Calls to Agents Who Are Not in a

Campaign” on page 169

Note:

See the table “Driver Parameters” on page 203 for information

about other OCS driver parameters.

For the Universal Callback feature, specify the following parameters:

Service:HasVCBProtocol = TRUE

This enables protocol support.

Service:SwitchName = <Voice Switch Name>

Service:VCBDefaultRoutingPoint = <Routing Point>

Parameter

Service:VCBProcessedOnCallRelease

must be synchronized with the Genesys VCB Server option callback_processed on the appropriate

or VCB Server instance, if not specified on the

For callback_processed = TRUE

, set

VCBProcessedOnCallRelease = FALSE

152 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

For callback_processed = FALSE

, set

VCBProcessedOnCallRelease = TRUE

If you are preparing the

.def

file for use with Siebel version 7.5.3 or lower with the Outbound Campaign feature, follow these steps:

Locate string

SingleView = “Campaign Detail”

[EventResponse:OnEventCurrentWorkItemChanged]

; Uncomment following line for use with Siebel version 7.5.3

; SingleView = "Campaign Detail"

; Uncomment following line for use with Siebel version

7.7/7.8/8.0/8.1

SingleView = "Campaign Detail - Position"

Make the required changes according to the Siebel version and the corresponding instructions in the

.def

file. The default state of this

Event Response code (as shown above) is set up for Siebel version

7.7/7.8/8.0/8.1.

Locate all occurrences of that string and make changes described in

Steps a and b.

Save the definition file.

If you are preparing the definition file for non-English versions of Siebel

CRM, please proceed to the text immediately below that is labeled, “For Non-

English Versions of Siebel CRM.”

If you are not preparing the definition file for non-English versions of Siebel

CRM, then the definition file is ready to import.

Be aware that you can create additional

.def files if you want to use additional profiles for the same media type.

If you are not going to create multiple Profiles for the same Media type, please

proceed with “Creating a New Configuration Record in Siebel” on page 155 .

Otherwise, use the instructions under “Creating Additional Profiles for the

Same Media Type” on page 154 .

For Non-English Versions of Siebel 7

If you are working with a non-English version of Siebel CRM, you must properly import the

GenComm_universal.def file parameter’s Channel type values for Voice and E-mail. These names should be replaced with their corresponding non-English names. To change the names:

1. Locate the

GenComm_universal.def

file.

Open the file for editing.

Locate the string

Channel type = "Voice"

and

Channel type = "Email".

Replace values

"Voice"

and

"Email"

with the same names that correspond to the language you use.

Save the file.

Gplus Adapter for Siebel CRM—Deployment Guide 153

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

The definition file supporting non-English versions is ready to import. If you are not going to create multiple Profiles for the same Media type, you can skip

next section and proceed with “Creating a New Configuration Record in

Siebel” on page 155 .

Creating Additional Profiles for the Same Media Type

To use additional profiles for the same media type, you need to prepare separate configurations in Siebel and corresponding

.def

files for those configurations.

Note:

The definition file includes commands and events, linked to the appropriate profile. As a rule, you should only group commands that are not associated with profiles and that are common for all drivers.

This approach was introduced to support multiple T-Servers.

To prepare an additional

.def

file:

1. Important: First make a copy of the original or customized

.def

file.

Rename the profile and driver.

Throughout the text of the commands and events, replace the name of the profile with the new name.

Rename the Driver and Driver Parameters, updating the “Driver” parameter in the Profile with the new name.

Proceed with other

.def

file modifications, if required.

Save changes.

Example

The following sample fragment of a modified definition file illustrates the preparation of an additional new profile, “Gplus Voice B,” with the driver

“Gplus_Voice_B”. Modified text in this example is highlighted in bold type.

[Profile:Gplus Voice B]

Driver = “Gplus_Voice_B”

Driver:ServerPort = “3620”

Driver:ServerHost = “crmserver”

DriverAlias = “ ”

MediaType = “ ”

[Driver: Gplus_Voice_B]

…

[Driver Parameters: Gplus_Voice_B]

…

[Command:InitiateWorkGroup]

SubCommand_0 = “MakeCallGroup”

154 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

SubCommand_1 = “SendGEmailGroup”

SubCommand_2 = “SendSEmailGroup”

SubCommand_3 = “InitiateCallbackGroup”

Description = “Initiate work item”

Hidden = “TRUE”

.[Command:MakeCallToPhone]

FilterSpec = “NOT [$GetCommandStatus(IsInteractionView)] =

‘Enabled’”

DeviceCommand = “MakeCall”

Description = “Make Call to “{@Phone}””

CmdData = “MakeCallToPhone”

OnEditControl = “TRUE”

Hidden = “TRUE”

Profile = “Gplus Voice B”

[CmdData:MakeCallToPhone]

RequiredField.@Phone = “?*”

Param.PhoneNumber = “{@Phone:PhoneTypeLookup}”

Param.CallNotifyText = “Call from {@UserName}...”

.[EventHandler:CallRinging]

Comments = “Handles ringing call event”

Order = “3”

DeviceEvent = “EventRinging”

Profile = “Gplus Voice B”

Creating a New Configuration Record in Siebel

To create a new configuration record:

1. Select

Site Map

Administration - Communications

All

Configurations.

A list of the existing configurations displays.

Click

New

to create a new configuration.

Enter a name for the new configuration, for example, Lucent

Configuration.

Click

Save

Importing a Configuration

Note:

Before importing configuration, check “Advanced Customization of

Voice Component Configurations” on page 164

for possible additional configuration to support desired functionality.

Gplus Adapter for Siebel CRM—Deployment Guide 155

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

To import a new configuration:

1. Select a configuration record you have created, for example Lucent

Configuration.

Click the Import Configuration button.

Click

Next.

In the Next window, define the configuration file that you want to import, and select one or more of the four data parts. Your selection depends on your requirements. Select all for an initial import.



 drivers & profiles commands events configuration parameters

Use the Browse button to select the Gplus Adapter configuration file:

GenComm_universal.def

, or a customized version of it.

Click

to start importing.

When the import task is completed, remove any unused profiles or profiles with insufficient connection information. It is important to remove unused profiles if you do not plan to use the full line of Gplus Components.

Example: Removing Unused Profiles in the Voice-only Lucent Configuration

For example if you are using a Voice-only configuration, then the Gplus

OpenMedia profile should be removed from the sample configuration named

Lucent Configuration.

Before changing the

.def

file, always create and keep a backup copy.

To remove unused profiles and drivers:

1. Select Site Map > Administration - Communications > All Configurations.

A list of the existing configurations displays.

Select the Lucent Configuration record.

Switch to the Profiles tab.

Remove the unused profile in our Lucent configuration example: Gplus

OpenMedia.

After this operation, the Gplus Voice profile will be the only remaining profile in the

Lucent Configuration

During the import operation, new driver(s) and profile(s) were created. Also, profile(s) are automatically linked to the appropriate driver(s). Next, add agents to the Configuration and make adjustments to communication specific settings.

After importing the configuration, add agents to the Configuration and make adjustments to communication specific settings.

156 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

Connection to T-Server

Connection to the T-Server can be defined in two different ways:

•

T-Server connection using the Connections tab of the Gplus

Communication Server. Siebel configuration refers to this connection via the Driver:TServerAppName parameter. In this case it is possible to define advanced connection parameters, such as security.

•

T-Server connection using the Siebel configuration from pre-7.5

versions of the Adapter. If the

Driver:TServerAppName

parameter was not defined in the Siebel configuration, or if its value is

CHANGE_ME

, then all connection parameters are taken from the Siebel configuration as they were in pre-7.5 versions of the Adapter. In this case security settings can not be defined.

Connection to T-Server Defined in Genesys

Configuration Manager

In this configuration, connection to the T-Server object should be added to the list of Gplus Communication Server connections, and in the Siebel configuration, the

Driver:TServerAppName

parameter should be configured to specify the T-Server application name of the primary T-Server exactly as it is configured in Configuration Manager. If the value of the TServerAppName parameter is defined in the Siebel configuration, the Adapter searches connection parameters in Configuration Manager and uses these parameters to establish connection with the T-Server. If this connection is found here, then T-

Server connection parameters (including advanced parameters) will be taken from Configuration Manager, and the parameter

AdapterAppName

will be ignored (the Gplus Communication Server application name will be used instead).

Also, the switch type will be taken from the T-Server application object. If connection to the related T-Server is not found in the Connections tab of the

Gplus Communication Server Application Object, the Adapter will not open a connection to the T-Server. Configuration of the Gplus Communication Server

Application Object must be corrected in Configuration Manager to define the connection to the related T-Server.

Using this method, it is possible to define a secure connection between the

Adapter and T-Server. If secure connection is defined, the Adapter and T-

Server will use Transport Layer Security (TLS) when exchanging data. For details on configuration of security in Genesys, please refer to the Genesys

Security Deployment Guide.

Gplus Adapter for Siebel CRM—Deployment Guide 157

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

Connection to T-Server Defined in the Siebel

Configuration

In this configuration, the

Driver:TServerAppName

parameter is not defined in the Siebel configuration, or has the value

CHANGE_ME

. All connection parameters are taken from the Siebel configuration as they were in pre-7.5 versions of the

Adapter. Secure connection can not be defined using this method.

Agent Administration

This section explains the processes involved in creating agents and agentrelated records.

Before starting to work with the Gplus Voice Adapter, you must create Agents,

Groups of Agents, Positions, Telesets, and Queues. By creating Positions,

Telesets, and Queues, you create the data structures that support agents. If you are using the Outbound Campaign feature, agents should be associated with

Voice queues, and newly created campaigns should be associated with agent groups. For more information on agents, campaigns, and groups, see the Siebel documentation.

Creating Positions

To create a new position:

1. Select

Site Map

Groups Administration > Positions.

Click

New on the Positions applet.

Specify the following parameters for the new record:



Division: select Default Organization

Position:

Telemarketing

Save the record.

Adding ACD Queues

An agent should be associated with an ACD queue, which is configured for operations with Outbound Contact Server (OCS).

To create an ACD queue:

1. Navigate to the List of Values table, using one of the following options:



For Siebel versions 7.5.3 and lower, select Site Map > Application

Administration > LOV Explorer

For Siebel version 7.7/7.8/8.0/8.1, select

Site Map > Administration-

Data > LOV Explorer

For each ACD queue in your call center you must add a new item from the list of items. Select the Item Type

CTI_ACD_QUEUES

158 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

Provide the following information for this item:



For both Display Value and Language Independent, include the Queue

DN number.

For the language, select English-American (for other languages, see

Siebel documentation).

Creating Telesets

A Teleset is a set of DNs that represent a single workplace.

To create telesets:

1. In the Siebel Site Map, navigate to All Telesets .



For Siebel 7.7/7.8/8.0/8.1, select

Site Map > Administration -

Communications> All Telesets



For earlier versions of Siebel, select

Site Map > Communications

Administration > All Telesets .

For each teleset, provide the following information:

Create a new Teleset in the Telesets list.

Add your agents’ extensions.

Give the teleset a unique name. For example, you may want to name the teleset based on the cubicle number or the location of the teleset.

Select the Extensions tab.

Add all the teleset DNs in the list (one or more DNs). For each DN you must define the DN type:

S—Standard DN

A—ACD Position

Follow Steps

2 to 5

above for each teleset.

Note:

If a teleset has only ACD position DNs, then you must configure in

Siebel at least one of these DNs as a DN of type S.

Creating Agents

To create an agent, you must re-define an existing employee (as defined in

Siebel) to function as an Agent with the Gplus Adapter.

To be an agent, the employee must:

•

Have a proper responsibility and position

•

Be associated with a relevant profile.

•

For Outbound Voice and Voice Callback configurations, it is essential to specify the proper Time Zone.

To assign an employee to a proper responsibility and position:

Gplus Adapter for Siebel CRM—Deployment Guide 159

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

1. Select

Site Map

Users Administration > Employees.

Select an employee who is supposed to function as an agent with respect to the Adapter.

Specify the following parameters for the employee record:



Responsibility:

Click on the field.

Click

Add new from the drop-down menu.



Select

Universal Agent.

Click

OK.

Click

to return to the main screen.



Position:

Click the field.

Click

New from the drop-down menu.

Browse to Telemarketing position.

Click

OK.



Mark the position as Primary.

Click

to return to main screen.



Time Zone:

Click the field.



Browse to desired Time Zone.

Click

OK.

Save the record.

Associating Agents with the Communications Profile and Genesys Settings

To associate agents with an existing Communications profile:

1. In the Siebel Site Map, navigate to All Configurations .



For Siebel 7.7/7.8/8.0/8.1, select

Site Map > Administration -

Communications> All Configurations



For earlier versions of Siebel, select

Site Map > Communications

Administration > All Configurations

On the Configurations applet locate the Gplus Outbound Contact configuration.

Click the applet to make it active.

Select the Agents tab.

Click

New.

On the Add Agents screen, browse to and select an agent.

Click

to add the agent into the profile.

Save the agent’s record.

160 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

Select the agent’s record from

Communications Administration

(in Siebel

7.7/7.8/8.0/8.1,

Administration - Communications

)

> Agent General

Profile.

10.

Specify the following values for the record:



Agent Login: Agent login ID into ACD/PBX from Genesys



Password: Agent login password into ACD/PBX

11.

Save the record.

12.

Select the Telesets tab.

13.

Click

New.

14.

Navigate to a particular Teleset on the Add Teleset drop-down menu. (The

Teleset value should match the one specified in Genesys.)

15.

Select the teleset to make it active and click OK.

16.

Optional step: To select ACD queues for agent:



Select the ACD Queues tab.



For each agent add zero or more ACD Queues for the agent to log into.

Select the ACD queue configured for operation in Genesys, and mark the queue as

Primary.

17.

Save the record.

Creating Campaigns and Associating Agents with

Campaigns (“campaign agents”)

The instruction in this section are required only if you use the Outbound

Campaign feature. To create a campaign and associate agents with a campaign, follow the appropriate steps based on the version of Siebel you use. Sometimes this step is called creating a “campaign agent”.

If You Use Siebel 7.5.3

1. Select Site Map > Campaign Administration > All Campaigns Across

Organization.

Click

New on the Campaigns applet.

Specify the following value for the new record:

Name:

Gplus Outbound Campaign

Click the

Team

field.

On the Team Members drop-down menu, click

New.

Save the record.

Select the Team tab.

Click New.

Gplus Adapter for Siebel CRM—Deployment Guide 161

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

On the Add Employees drop-down menu, select the Telemarketing position.

10.

Click

OK.

11.

Select the Primary field.

If You Use Siebel 7.7/7.8/8.0/8.1

Add “Campaign Agent” responsibility to the list of Employee responsibilities.

To assign an employee to a proper responsibility:

1. Select

Site Map

Administration Users

Employees

Select an employee who is supposed to function as a Campaign agent with respect to the Adapter.

Click the field

Responsibility

On the left side of the pop-up window, select Campaign Agent .

Click

Add

Click

to return to the main screen.

For further information on how to create campaign’s Contacts/Prospects and

synchronize this data with Genesys Outbound Contact, see Chapter 4,

“Configuration and Installation of the Campaign Synchronization

Component,” on page 83 of this document. Refer also to the Siebel

documentation.

Using Genesys Framework to Synchronize Agent Information

After you have created Agents in the Siebel Call Center application and agent information has appeared in Genesys Framework, check the corresponding

Persons properties in Genesys Framework. If necessary, use Genesys

Framework to make corrections.

For every Employee (Agent) configured in Siebel to work with the Voice component of the Adapter, there must be in the Genesys configuration an equivalent Person with the same Agent Login. The Genesys Configuration

Synchronization component of the Adapter should automatically perform this synchronization.

If the Configuration Synchronization Adapter is not deployed, you must manually duplicate Siebel's agents and places (telesets) in Genesys configuration.

After creating Persons and Places in the Genesys environment, automatically or manually, check the Persons properties in Genesys Framework to verify that the corresponding configuration is correct.

The default place must be defined for newly created Persons.

162 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Configuring the Siebel Call Center Application

Assigning a Default Place to a Person

If no default places are assigned for an agent, you must perform this step manually.

To assign a default Place to a person:

1. In Configuration Manager, select

Environment > Tenant > Persons.

Click

Persons.

Right-click a specific Person and select

Properties from the drop-down menu.

The Properties dialog box displays.

Select the Agent Info tab.

Locate the Default Place drop-down menu.

Click

Browse.

Click

Places

and select the appropriate place for the Person.

Click OK to add the Place.

Click

Apply

to submit changes.

10.

Click

to close the Properties dialog box.

11.

Repeat steps 3–10 for all agents.

Outbound Campaign Agent Configuration

There are additional requirements for Agents working with the Outbound

Campaign functionality. Agents must be assigned to the Agent Group configured to work with Outbound Contact Server (OCS), which is associated with the Outbound Campaign feature. If an agent is not assigned to a group, you should manually perform this task, as explained below.

Assigning an Agent Group

To assign agents to a group:

1. In Configuration Manager, select

Environment > Tenant

Agent Groups.

Right-click a particular Agent Group configured to work with OCS and from the drop-down menu, select

New > Shortcut to access an agent.

Go to the agent entry on which you are working.

Click OK to add the agent.

Repeat Steps 2–4 for all agents that must be configured to work with OCS.

You have completed the configuration and installation of the Outbound

Campaign feature of the Gplus Adapter 7.5 for Siebel CRM.

The configuration steps mentioned above are related to the synchronization of information between Siebel and Genesys. For more detailed information about

Gplus Adapter for Siebel CRM—Deployment Guide 163

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component the configuration of Genesys Outbound Contact Server product, refer to

Genesys’ Outbound Contact documentation.

Universal Callback Agent Configuration

All agents working with Universal Callback must be assigned to an Agent group configured to work with the Universal Callback server. If an agent is not assigned to a group, you should manually perform this step.

To assign agents to a group:

1. In Configuration Manager, select

Environment

Tenant

Agent Groups.

Right-click a particular Agent Group configured to work with Universal

Callback and from the drop-down menu, select

New

Shortcut

to access an

Agent.

Navigate to the agent entry with which you are working.

Click

OK to add the agent.

Repeat Steps 2–4 for all agents that must be configured to work with

Universal Callback.

You have competed the configuration and installation of the Universal

Callback configuration of the Gplus Voice Component for Siebel CRM.

Advanced Customization of Voice

Component Configurations

This section provide information and instructions for advanced customization of the Adapter.

This section includes information under the following headings:

•

“Activity Creation”

•

“Voice Component Common Configuration Information”

•

“Customizations for Basic Voice”

•

“Customizations for Expert Contact”

•

“Customizations Involving Universal Callback”

•

“Customizations Involving Outbound Campaign or OCS”

164 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Note:

Before attempting to make any modification or customization, review the basic deployment procedures for information that may apply to the kind of changes you are making. For example, if your modification

requires changes to the configuration (.def) file, refer to “Editing the

Configuration Definition File” on page 151 . The information in this

section assumes that you understand the context of the implementation procedures and any associated requirements or constraints that apply.

Activity Creation

Each incoming and outgoing interaction initiates an activity creation in the

Siebel application and creates a new work item on the Communications (CTI)

Toolbar.

Many customization projects involve working with activities.

Activity creation and handling logic are implemented in the Siebel .def file using standard methods. See the Siebel Communications Server Administrator

Guide for more information on this topic.

Warning!

Activity creation affects performance. If you are not using Activity records, remove the activity creation code from event handlers.

Basic Voice Feature Activity Creation

Activity records for inbound and outbound calls are created on

EventEstablished. Activity Creation is handled by the

EventHandler:OutboundCallReceived for outbound calls and by the

EventHandler:InboundCallReceived for inbound calls. Log creation logic and the set of information fields used are defined in the appropriate Event

Response; post call release actions are defined in the same Event Response in the AfterWork elements.

For an inbound call, the InboundCallReceived event handler creates an activity for an Inbound call on EventEstablished and displays contact information on the agent’s dashboard. The event handler queries the

Contact

Business

Component and depending on the number of rows returned by the Query specification

‘Work Phone #’ LIKE ‘*{OtherDN}’

depending on the specification, and executes three different log handlers; one each for Multiple contacts, Single contact, and No contacts found.

For an outbound call, the OutboundCallReceived event handler creates an activity on EventEstablished and displays contact information on the agent’s dashboard. The handler queries the Contact Business Component and depending on the number of rows returned, it executes three different log handlers; one each for Multiple contacts, Single contact and No contacts

Gplus Adapter for Siebel CRM—Deployment Guide 165

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component found. If you want to enable the Contact popup screen, uncomment the Display

= “true” option.

Expert Contact Feature Activity Creation

Activity record creation scenarios are different, depending upon whether the

CTI-Less T-Server Preview-interaction option is turned on or off, as explained below.

If Preview-interaction mode is OFF:

Activity records for inbound and outbound calls are created in the same

manner as for the Basic Voice feature. See“Basic Voice Feature Activity

Creation” on page 165

If Preview-interaction mode is ON:

An Activity record is created on event

EventKwPreviewIntRequest

with status

“Requested”. An established call reuses the same WorkItem on the

Communication Toolbar and the same activity record. Log creation logic and the set of information fields used are defined in the associated Event Response;

OnEventKwPreviewIntRequest, post call release actions are defined in the same Event Response in the AfterWork elements.

Table 11 shows the name of the event handlers and their status in activity

creation.

Table 11: Event Handlers and Their Status in Activity Creation

Event Handler Status in Activity

EventKwPreviewIntRequest

All WorkItem releasing events. See Basic Voice section for more information.

Requested

Done

Outbound Campaign Feature Activity Creation

Activity records are created for all incoming Outbound Contact Server interactions. Activity creation logic for Preview records and Scheduled calls are defined in the Event response “OnOCSRecord”. Activity creation logic for

Predictive and Progressive calling modes is implemented in the event response

“OnPredictOCSRecord” and the event handler

[EventHandler:OutboundOCSCallEstablished].

Event handler [EventHandler:PreviewOCSCallEstablished] prevents duplicating activity creation for Preview calls.

Currently, Preview records (as well as Scheduled calls, and Predictive calls) are incoming interactions and they create their own activity record.

166 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Depending on an agent’s response, the appropriate status is set in the activity

record. Table 12 shows the name of the event handlers and their status in

activity creation.

Table 12: Event Handlers and Their Status in Activity Creation

Event Handler

EventPreviewRecord

EventScheduledCall

EventEstablished (for Predictive and Progressive

Dialing modes)

EventUpdCallComplStatsAck

EventRecordRescheduleAck

EventDoNotCallAck

EventRecordRejectAck

EventRecordCancelAck

EventRecordCancel

EventRecordRemove

EventRecordProcessedAck

EventReleased

Status in Activity

In Progress

Scheduled

Declined

Canceled

Done

Unassigned

Universal Callback Feature Activity Creation

The EventCallBackRequest event handler creates an activity for Callback requests on EventCallBackRequest and displays contact information on the agent's dashboard. The handler queries the Contact Business Component and, depending on the number of rows returned, executes three different Log handlers; one each for Multiple contacts, Single contact, and No contacts found.

Also, the event handlers shown in Table 13

update activity records (created in

[EventHandler:EventCallBackRequest]

) and must be commented out or removed from the code if you want to disable activity creation for the

CallBackRequest.

Gplus Adapter for Siebel CRM—Deployment Guide 167

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Table 13

shows a list of supported event handlers and the status that they set.

Table 13: Supported Event Handlers for Universal Callback

Event Handler

EventCallBackRequest

EventCallBackAccepted

EventCallBackRejected

EventCallBackCancel

EventCallBackDone

EventVCBPreview

EventAddVCBRequest

EventVCBReject

EventVCBCancel

EventVCBProcessed

Status

Requested

In-Progress

Declined

Canceled

Done

Requested

Scheduled

Declined

Canceled

Done

Modifying the Definition File and Related Performance

Issues

Creating activity records affects overall Siebel Server performance. Genesys recommends that you review the requirements for activity records creation during the implementation phase. Make sure to comment or remove code that you are not using from the GenComm_universal.def file.

For your convenience, activity creation code is marked as follows:

Start:

Lines below are activity creation code <<<<<<<<<<<<<<<<<<<<<<<<<<<<<

End:

Lines above are activity creation code >>>>>>>>>>>>>>>>>>>>>>>>>>>>>

When you query the Campaign Business Component for Smart Script, performance is also affected. If you are not using Smart Script, the following code, related to Smart Script handling must be commented out or removed from the GenComm_universal.def file.

For your convenience, Smart Script related code is marked as follows:

Start:

; Lines below are Smart Script related code <<<<<<<<<<<<<<<<<<<<<<<<<<

End:

; Lines above are Smart Script related code >>>>>>>>>>>>>>>>>>>>>>>>>>

168 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Transfer Functionality

The transfer functionality for agent-to-agent transfers using Outbound Contact

Server (OCS) is described below.

•

Only two-step and blind (mute transfers) are allowed from agent-to- agent.

Genesys recommends that when making agent-to-agent transfers, the first agent make a consult call to the second agent before making a transfer. If the agent receiving the transfer has a current call and record on his-her desktop, the transfer may not be successful.

•

User data should be attached to a call after the agent completes a transfer.

•

Call transfer is correct to and from agents and to agents logged into a loaded or active campaign group. Also, by setting the option

OCSEnableOutOfCampaignOperations you can transfer to agents not participating in the campaign. This option requires that you use Outbound

Contact 7.x.

•

Genesys recommends that the number of transferred outbound calls not exceed 5 to 10 percent of all outbound calls.

Because of the constraints imposed by CTI-Less T-Server, the transfer functionality for the Expert Contact feature is limited by the following restrictions:

•

Blind transfer is supported only as external reroute to the GenSpec

Network T-Server.

•

Two step transfers work for both internal CTI-Less T-Server operations and for external transfers between CTI-Less T-Servers.

•

Maximum number of active calls is 2.

Transferring Outbound Calls to Agents Who Are Not in a Campaign

The Gplus Adapter supports Outbound Preview, Predictive, and Progressive campaign transfer calls to agents not participating in an active campaign. This feature requires Genesys Outbound Contact version 7.x. To enable support for transfers to these agents, set the option OCSEnableOutOfCampaignOperations

= “True.” To disable support for such transfers, set the option

OCSEnableOutOfCampaignOperations to “False.” When this option is enabled, an agent who is not in the campaign can do the following:

•

reschedule record as a campaign callback

•

set a new Call Status

•

update Number of Attempts

•

request chain

•

cancel record

Gplus Adapter for Siebel CRM—Deployment Guide 169

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

•

mark contact Do Not Call

•

process records

Voice Component Common Configuration Information

This section describes configuration information that applies to all Voice

Component features.

Switch-Specific Configuration Instructions

You must make the following configuration changes for the Alcatel A4400 switch, the Nortel DMS-100 switch and the Rockwell Spectrum switch.

Alcatel A4400

The Adapter supports the operation of the Alcatel 4400 T-Server and switch with the Agent Substitute feature set to either:

•

on or true

•

off

or false

In either of these two modes, the set of DNs for the agent Teleset in the configuration must define:

•

Extension DN, type S (Standard DN)

•

ACD position, type A

When you use the Agent Substitute feature set to on

or true

, you must define two parameters in the Gplus Adapter 7.5 for Siebel CRM configuration:

Service:AgentSubstitute = “TRUE”

Service:ACDDNList = “{@ACDDNList }”

If you use the Agent Substitute Feature set to off or false , you must define the following values for two parameters:

Service:AgentSubstitute = “False”

Service:ACDDNList = “{@AgentID}”

Nortel DMS-100

In order to allow agents to make outbound calls using the Siebel

Communications Toolbar, the Nortel DMS-100 switch must be configured to make outbound calls from both ACD positions and extensions.

Nortel Symposium and Nortel Meridian

When using the Nortel Symposium or the Nortel Meridian switch, the T-Server option, nrdy-after-login, must be set in accordance with your switch configuration, otherwise T-Server will not send the right notifications to its clients regarding the Ready/NotReady state of agents.

170 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Communication DN

The Communication DN is used to send a user event and broadcast a user event.

Sending User Events via a Communication DN

The Siebel CRM configuration for Gplus Adapter can define a special DN, which is called a Communication DN. Third-party applications (for example,

T-Server clients) can communicate with the Gplus Adapter using this

Communication DN to send user events with attached user data to all agents currently logged in to the Adapter. Third-party applications are defined as any client application other than the Gplus Voice Component.

The Communication DN is configured in Siebel by defining the following

Communications Driver parameter:

Driver:CommunicationDN <DN>

The value of this parameter must be a DN that is configured in Configuration

Server as a Communication DN for the same T-Server and switch.

Based on this configuration, whenever any third-party application registered to the CommunicationDN sends a user event with attached user data to this

CommunicationDN, T-Server will distribute this user event (with the same attached user data). The user event appears on the Communication DN to all

Siebel CRM agent desktops (see Figure 21 on page 172

). The user event is then received in Siebel if the corresponding event handler with the device event, EventUserEvent is defined in the Siebel Communications

Configuration.

In this configuration, an EventUserEvent is distributed by T-Server to all

Siebel CRM Agent desktops that have the same Communication DN

configuration as the third-party application. Figure 21 on page 172

shows the data flow for this configuration.

Gplus Adapter for Siebel CRM—Deployment Guide 171

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Third-Party

Client

User Event with Attribute

UserData

Siebel 7

Agent 1

Client

Communication DN ve nt

Ev en tU se rE

Us er

Da ta

EventUserEvent

UserData

Ev en

U se tU se rD ata rE ve nt

Siebel 7

Agent 2

Client

Siebel 7

Agent N

Client

Figure 21: Data Flow of User Event Sent via a Communication DN

Broadcasting User Events via a Communication DN

You can generate an EventUserEvent (there is a command

SendUserEventToCommDN

in Gplus Adapter and you can define additional parameters with this command) with the Voice Component and broadcast it to both third-party applications as well as all agents logged in to the Siebel CRM

Gplus Voice Component with the same Communication DN configuration. See

Figure 22 on page 173 for the data flow of broadcasting user events.

172 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Third-Party

Application

Third-Party

Application

U se en tU rD se ata rE ve nt

EventUserEvent

UserData

EventUserEvent

UserData

Siebel 7

Agent 1

Client

Communication DN

EventUserEvent

Se nd w ith

A se ttrib rE

UserData ve ute ntT

U se oC om rD ata m

Siebel 7

Agent N

Client

Siebel 7

Agent 2

Client

Figure 22: Data Flow for Broadcasting a User Event via a

Communication DN

To make this feature available, you must configure the Communication DN and set the driver parameter

BroadcastCommdnUserEvents2Agents

True:

Driver:BroadcastCommdnUserEvents2Agents = “TRUE”

Siebel can send this user event with attached user data with the command:

SendUserEventToCommDN

This command is defined in the sample GenComm_universal.def

file shown on

“Editing the Configuration Definition File” on page 151 . If the

BroadcastCommdnUserEvents2Agents

is not defined or if its value is

False,

then

EventUserEvent will be delivered by T-Server to third-party applications only,

see Figure 23 on page 174

Gplus Adapter for Siebel CRM—Deployment Guide 173

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

174

Third-Party

Application

Ev en

U se tU rD se ata rE ve nt

Siebel 7

Agent 1

Client

Siebel 7

Agent 2

Client

Third-Party

Application

EventUserEvent

UserData

Communication DN

Se nd w ith

A ttrib se rE ve ute ntT

U oC se rD om ata m

Siebel 7

Agent N

Client

Figure 23: Data Flow for Broadcasting User Events to Third-Party

Applications Only

After you configure the Communication DN and set

BroadcastCommdnUserEvents2Agents

True,

then you must define the driver command in Siebel CRM that is associated with the

SendUserEventOnCommDN device command. The file

GenComm_universal.def

contains a sample of the configuration command SendUserEventToCommDN .

The SendUserEventOnCommDN device command is used in the

GenComm_universal.def

to define

[Command:SendUserEventToCommDN]

and the corresponding

[CmdData:ConnDataForSendUserEventToCommDN]

The device command must be defined in order to distribute EventUserEvent with user data to the Communication DN. For example, in the

GenComm_universal.def

file, the Siebel CRM command

[Command:SendUserEventToCommDN] is configured to invoke the adapter device command

SendUserEventOnCommDN

with the attached user data key-value list:

AdditionParam1/This is Param1

AdditionParam2/This is Param2

In the

GenComm.def

file this configuration is shown below:

[Command:SendUserEventToCommDN]

Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Description = “Send UserData To Comm DN”

DeviceCommand = “SendUserEventOnCommDN”

Hidden = “true”

Profile = “ ”

Comments = “ ”

CmdData = “ConnDataForSendUserEventToCommDN”

[CmdData:ConnDataForSendUserEventToCommDN]

Param.AdditionParam1 = “This is Param1”

Param.AdditionParam2 = “This is Param2”

Comments = “ ”

When you import the above definitions into the configuration, Siebel can use the command

SendUserEventToCommDN

to deliver EventUserEvent (with

Attached user data as the key-value pair

AdditionParam1/This is Param1,

AdditionParam2/This is Param2 ) to other applications that have been registered to receive the same Communication DN events.

AttributeExtensions Parameter

The AttributeExtensions parameter allows you to send an

AttributeExtensions

with a request to T-Server. In this scenario, you define the

AttributeExtensions

parameter in the Command Data (in Siebel configuration). To define this parameter, two additional parameters must be

defined as shown in Table 14 .

Table 14: Additional Parameters for AttributeExtensions

Parameter

AttributeExtensions

NameOfAttributeExtensionsValue

Value

<ValueOfExtension> where the value of the extension is a number

The following describes how you can define the command

MakeCallToPhone with the

AttributeExtensions

parameter in the

.def file.

[Command:MakeCallToPhone]

DeviceCommand = “MakeCall”

Description = “Make Call to “{@Phone}””

CmdData = “MakeCallToPhone”

OnControl = “TRUE”

Hidden = “TRUE”

Gplus Adapter for Siebel CRM—Deployment Guide 175

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

[CmdData:MakeCallToPhone]

AttachContext= “TRUE”

RequiredField.@Phone= “?*”

Param.PhoneNumber= “{@Phone}”

Param.CallNotifyText= “Call from {@UserName}...”

Param.AttributeExtensions = “GCTI_PARAMETER”

Param.GCTI_PARAMETER= “111”

In this example,

Param.AttributeExtensions

parameter defines the name of the key-value pair GCTI_PARAMETER, and

Param.GCTI_PARAMETER

defines the value of the key-value pair

“111”

As a result, whenever Siebel calls the command MakeCallToPhone, the Adapter will send the request to T-Server with the AttributeExtensions key-value pair:

GCTI_PARAMETER/111

Attribute Extensions of Type String and/or Integer

The Gplus Adapter can send Attribute Extensions with multiple extensions, using values of type string and/or integer in requests to T-Server.

Attribute Extensions of Type String

To send Attribute Extensions with multiple extensions, using values of type string, Siebel configuration must use command data with the parameter

StringAttributeExtensions

, and its associated parameters.

The parameter

StringAttributeExtensions

defines the list of parameters which are used as extensions in requests to T-Server. The names and values of the associated parameters are used as keys and values of the extensions included in the requests to T-Server. If a parameter that is included in the

StringAttributeExtensions

list does not exist, this parameter will be ignored by the Adapter.

In the

StringAttributeExtensions

list, you should separate each parameter by a comma, “

” and optional spaces (that is, spaces or tabs). For example:

176 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

[CmdData:CmdDataExample]

Param.StringAttributeExtensions = "str1 , Str2 ,String3,string4"

Param.str1 = "String_str1"

Param.Str2 = "String_Str2"

Param.String3 = "String_String3"

Param.string4= "String_String4"

The following example shows a command that includes the ReasonCode extension with the string value

7623

in the Attribute Extensions of a request to

T-Server:

; ////////////Not Ready command

[Command:NotReadyForGVoice]

FilterSpec = "[$GetCommandStatus(NotReady)] = 'Enabled'"

Hidden = "TRUE"

DeviceCommand = "NotReady"

Description = "Set not ready for Voice"

Profile = "Gplus Voice"

CmdData = "NotReadyWithReasonCode"

[CmdData: NotReadyWithReasonCode]

Param.ReasonCode = "7623"

Param.StringAttributeExtensions = "ReasonCode"

Attribute Extensions of Type Integer

Multiple Attribute Extensions with values of type integer in requests to T-

Server can be sent in the same way. Siebel configuration must use command data with the parameter

IntAttributeExtensions

, and its associated parameters.

The parameter

IntAttributeExtensions

list does not exist, then default value

-1

is used.

In the

IntAttributeExtensions

list, you should separate each parameter by a comma, “

” and optional spaces (that is, spaces or tabs). For example:

; ////////////SendDTM command

[Command:SendDTMFComm]

DeviceCommand = "SendDTMF"

; "Description" is provided by driver

Gplus Adapter for Siebel CRM—Deployment Guide 177

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

CmdData = "DTMFData"

Hidden = "TRUE"

Profile = "Gplus Voice"

CmdChannelOnFocus = "TRUE"

[CmdData:DTMFData]

Param.Digits = "12345"

Param.AttributeExtensions = "GCTI_SendDTMF"

Param.GCTI_SendDTMF= "111"

Param.IntAttributeExtensions = "ToneDuration , Int2,PauseDuration "

Param.ToneDuration = "12"

Param.Int2 = "222"

Param.PauseDuration = "8"

The length of the StringAttributeExtensions or IntAttributeExtensions parameter is defined by the length of the Siebel field

Param.*

and can be a maximum of 251 characters. The number of associated parameters in the list cannot be more than 40. The rest of the parameters will be ignored.

Both types of AttributeExtension can be mixed in the same request. The earlier approach to define Attribute Extension for the single integer value was kept

(see the description of “AttributeExtensions Parameter” on page 175

). It can be used for backward compatibility (please see

Param.AttributeExtensions

and the corresponding

Param.GCTI_SendDTMF

in the example below).

In addition to this, two parameters in a command data define the names of integer and string extensions which are going to be included as Attribute

Extensions in the request to T-Server. For example:

[Command:SendDTMFComm]

DeviceCommand = "SendDTMF"

; "Description" is provided by driver

CmdData = "DTMFData"

Hidden = "TRUE"

Profile = "Gplus Voice"

CmdChannelOnFocus = "TRUE"

[CmdData:DTMFData]

Param.Digits = "12345"

Param.AttributeExtensions = "GCTI_SendDTMF"

Param.GCTI_SendDTMF= "111"

Param.IntAttributeExtensions = "ToneDuration , Int2 ,PauseDuration "

Param.ToneDuration = "12"

Param.Int2 = "222"

Param.PauseDuration = "8"

Param.StringAttributeExtensions = "str1 , Str2 ,String3,String4"

Param.str1 = "String_str1"

178 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Param.Str2 = "String_Str2"

Param.String3 = "String_String3"

Param.String4 = "String_String4"

Another Method to Define Attribute Extensions of Type

String and/or Integer

Where requests to T-Server could be sent with attached

UserData

AttributeReasons

AttributeExtensions

, the Gplus Adapter is able to attach integer and/or string type values in these parameters when invoking the corresponding Device Commands.

These parameters are defined in a

[CmdData:…]

section of the corresponding

DeviceCommand

The names of parameters that must be included as

AttributeReasons

are provided by the parameter Reasons . For example:

Param.Reasons = "reason_i1, reason_str1,reasons_i2"

The names of parameters that must be included as

AttributeExtensions

are provided by the parameter Extensions . For example:

Param.Extensions = "Int2, Str4, Str1, reason_i1"

The way to define integer or string values with

Param.IntAttributeExtensions

and

Param.StringAttributeExtensions

described earlier in this section can also be used to define

AttributeExtensions

The rest of the

CmdData

parameters with prefix

Param

are treated as attached

UserData

How to Differentiate Integer Values from String

The backslash symbol (“\”) in first position of the parameter value is used as mark of integer value. Any other symbol in first position means that this is a string. If the string needs to have a backslash in its first position, then use a double backslash, such as

\\StringValue

If the value of a parameter defined in a Command Data with Param.* begins with a single “\” (backslash), then this value will be treated as an integer. A single backslash is considered as a string and its value will be single backslash

("\").

In the following examples:

Param.res-Bslash = "\" in [CmdData:NotReadyWithPopup] will be included in

AttributeReasons

as the string res-Bslash \ .

Gplus Adapter for Siebel CRM—Deployment Guide 179

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

If the value of a parameter is defined by ”\” as an integer type, but cannot be converted to an integer value, then the parameter value will be zero (0). For example:

Param.reasons_i2 = "\i453" will have the value

[Command:MakeCallToPhone]

Description = "Make Call to "{@Phone}""

DeviceCommand = "MakeCall"

FilterSpec = "NOT [$GetCommandStatus(IsInteractionView)] = 'Enabled'"

Hidden = "TRUE"

OnEditControl = "TRUE"

Comments = ""

Profile = "GPlus Voice"

CmdData = "MakeCallToPhone"

[CmdData:MakeCallToPhone]

Param.CallNotifyText = "Call from {@UserName}..."

Param.Extensions = "Int2, Str4, Str1, reason_i1"

Param.Int1 = "\9832"

Param.Int2 = "\12678"

Param.IntAttributeExtensions = "Int1, Int2,Str1, reasons_i2, Str4"

Param.PhoneNumber = "{@Phone:PhoneTypeLookup}"

Param.Reasons = "reason_i1, reason_str1,reasons_i2"

Param.Str1 = "\\Str With 1 backslash"

Param.Str2 = "_Without Backslashes"

Param.Str4 = "\\OneMoreBack"

Param.StringAttributeExtensions = "Int1,Int2,Str1"

Param.reason_i1 = "\8645"

Param.reason_str1 = "qwerty"

Param.reasons_i2 = "\i453"

Param.str3 = "again w\ithout"

RequiredField.@Phone = "?*"

Comments = ""

[Command:NotReadyForGVoiceGroup]

Description = "Set not ready for Voice"

DeviceCommand = "NotReady"

FilterSpec = "[$GetCommandStatus(NotReady)] = 'Enabled'"

Hidden = "TRUE"

Comments = ""

Profile = "GPlus Voice "

180 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

CmdData = "NotReadyWithPopup"

[CmdData:NotReadyWithPopup]

Param.ReasonCode = "[Name]"

Param.ReasonValue = "[Value]"

Param.Reasons = "Res1_int, Res3_str, Res2_str,res-Bslash, res5"

Param.Res1_int = "\1237"

Param.Res2_str = "//r2_str"

Param.Res3_str = "r3_str"

Param.res-Bslash = "\"

Param.res5 = "\\with\\baslash"

SelectApplet = "Value Type Pick Applet"

SelectBusComp = "List Of Values"

SelectBusObj = "List Of Values"

SelectParam = "TRUE"

SelectQuerySpec = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"

SelectTitle = "Please select the reason for changing status to Not-Ready"

Comments = ""

How to Invoke the Device Command

“UpdateUserData”

This section provides an example of the definition of device commands that can be used for call attached data modification:

;////////////////////////////////////////////////;// "TestAttachData" would be called from EventResponse

;//of some EventHandler:

;// for test purposes only

[Command:TestAttachData]

Description = "Attach UserData To call"

; DeviceCommand = "AttachData"

; DeviceCommand = "DeleteUserData"

DeviceCommand = "UpdateUserData"

Hidden = "true"

;// Please define real Profile how it is defined in real

;//configuration instead of "Gplus Voice"

Profile = "Gplus Voice"

Comments = ""

CmdData = "AssociateAttachData"

[CmdData:AssociateAttachData]

Param.AdditionParam1 = "This is Param1"

Param.AdditionParam2 = "This is Param2"

Gplus Adapter for Siebel CRM—Deployment Guide 181

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Param.AdditionParam3 = "This is Param3"

Comments = ""

For testing purposes you may create a new button on the Siebel

Communications Toolbar and associate this button with the TestAttachData command defined above. For detailed information about how to create this button on the Siebel Communications Toolbar, see the Siebel documentation.

Note the following when working with attached data:

•

For incoming calls the Adapter enables the following device commands after EventEstablished. For outgoing calls the same device commands are available after EventDialing:



AttachData

UpdateUserData



DeleteUserData

•

The device command AttachData should not be used to update already existing call attached data. In this scenario, the command will simply add the specified parameters, which can lead to duplicated entries in call attached data. The device command UpdateUserData will create a new entry or update an existing one. For more information, see the T-Server documentation related to the switch you are using.

•

You may also use other device commands (MakeCall, TransferMute,

TransferInit, TransferSStep) to attach data to a call by defining additional parameters for these commands. All additional parameters for these commands are considered as user data that has to be attached to a call.

Network Attended Transfer

This release supports the Network Attended Transfer feature in the Gplus

Adapter 7.5 for Siebel CRM Voice Component. In these scenarios, network calls are received on the Premise T-Server (Premise A) and then transferred to another Premise T-Server (Premise B) using Network Attended Transfer requests to Premise A T-Server. The Network call is initially routed to a

Premise A T-Server. This state is considered as the starting point for the

Network Transfer on Premise A.

When the original party has established connection with an Agent1 on Premise

A, network multi-party functionality can be invoked.

In this state, Agent1 can initiate Network Attended Transfer to another Agent on Premise B. Network Attended Transfer is initiated on the Premise A T-

Server with the required parameter of the remote location. When answered on

Premise B, the consult Leg is created on the network.

With the consult leg initiated, Agent1 is able to swap voice connection between Agent2 and the originating party, with network alternate. Agent2 also can swap the voice connection, but in any case the connection will be either between Agent1 and Agent2 or between Agent1 and the originating party.

With the initiated consult leg call, an agent can:

182 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

•

Complete the transfer of the network call to a remote location (Premise B), or

•

Reconnect the network call to Premise A, or

•

Merge the network call into a conference.

Network Attended Transfer can be initiated when the

DeviceCommands

TransferInit

ConferenceInit

are invoked. Remote location information is described by the command data parameter RemoteConnectStr .

The value of command data parameter

Param.RemoteConnectStr

defines the name of the premise switch where the destination DN resides. This premise switch name is the name of the remote call center and must be exactly defined as it is in the Genesys Configuration Manager.

Two other Siebel Configuration parameters define the name of the local premise switch where the initiator DN resides (switch for T-Server, defined in current Siebel configuration).

These parameters are:

ConnectString

in the

[Configuration Parameters]

section and

Driver:LocalConnString

in the

[Driver: …]

section

Both parameters are the same and must be defined as follows:

•

In the

[Configuration Parameters]

section, define the

ConnectString parameter as a premise switch name exactly as it is defined in Genesys

Configuration Manager for T-Server.

For example:

ConnectString = "Prem-1-G3_72"

•

In the

[Driver: …]

section, define the

ConnectString

parameter as a premise switch name exactly as it is defined in Genesys Configuration

Manager for T-Server.

For example:

Driver:LocalConnString = "Prem-1-G3_72"

If the

RemoteConnectStr

parameter of

DeviceCommands TransferInit

ConferenceInit

and

LocalConnString

define different switches (remote call centers), and there is a network call on the DN, the Adapter tries to initiate a

Network Attended Transfer when one of these

DeviceCommands

is invoked.

If the

RemoteConnectStr

parameter and the

LocalConnString

are the same, the

Adapter initiates a local Consultation call on the same switch.

To invoke this functionality with a received network call from an originating party, the Adapter uses the approach recommended in the Siebel

Communications Server Administration Guide.

Gplus Adapter for Siebel CRM—Deployment Guide 183

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

If the parameter

ConnectString

was defined in the Siebel configuration, then the Siebel macro

$RemoteConnectStr2 allows retrieval of the name of the remote call center from the Business Component

Employee

As described in the Siebel Communications Server Administration Guide:

“

$RemoteConnectStr2.

Name of the remote call center. This macro, which can be used with transfers and conference calls between call centers, derives the name of a remote call center’s communications configuration from either:

•

The

ConnectString

configuration parameter (if defined), or

•

The employee ID of the agent to be called “

In a sample

GenComm_universal.def

file, the

[CmdData:…]

section of the following Commands defines the value of the parameter

RemoteConnectStr

as a macro $RemoteConnectStr2 (see an example below):

•

Command:ConsultativeTransferToEmployee

•

Command:ConsultativeTransferToPopupEmployee

•

Command:ConferenceTransferToEmployee

•

Command:ConferenceTransferToPopupEmployee

When two-step transfer or conference is initiated, the Adapter compares the name of the call center of the initiator as defined by the parameter

Driver:LocalConnString

with the value of the parameter

RemoteConnectStr

. If these values are not equal and not NULL, and there is a network call on the initiator DN, then the Adapter initiates a network call transfer to the remote call center defined by the value of

RemoteConnectStr

parameter. Otherwise a local consult call is initiated.

Completion of the transfer on the network call, reconnection of the network call, or merge of the network call into a conference is invoked in the Adapter from the Communications Toolbar when clicking the same buttons as for local consult calls. If the active workitem is a network call and the call state enables the related feature, then the network call, reconnect network call, or merge network call will be invoked.

Because there is only one call on Premise switch/T-Server in a Network

Attended Transfer scenario, there is only one workitem in Siebel. The network alternate is invoked by clicking the button NtwkAlternateConsultCall on the

Communications Toolbar when the call state enables this operation.

An example of how to define the

RemoteConnectStr2

parameter in the

CommandData

can be found in the sample

GenComm_universal.def

file provided with the Adapter:

[Command:ConsultativeTransferToPopupEmployee]

DeviceCommand = "TransferInit"

Description = "Consultative transfer to employee selected from popup list"

Title = "Consultative Transfer"

CmdData = "ConsultativeTransferToPopupEmployee"

Hidden = "TRUE"

184 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

CmdChannelOnFocus = "TRUE"

Profile = "Gplus Voice"

[CmdData:ConsultativeTransferToPopupEmployee]

AttachContext = "TRUE"

SelectParam = "TRUE"

SelectBusObj = "Employee"

SelectBusComp = "Employee"

SelectApplet = "ACD Transfer Call Applet"

SelectTitle = "Begin Consultative Transfer to:"

Param.PhoneNumber = "[Phone #:Lookup]"

Param.CallNotifyText = "Consultative transfer from

{@UserName}..."

Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

Param.RemoteConnectStr = "[$RemoteConnectStr2(Id)]"

Note:

Macro $RemoteConnectStr2 returns the non-null name of a remote call center when an agent is logged in to Siebel. When a destination agent is not logged into Siebel or is in the same Siebel configuration that the initiator of the transfer or conference is, the Adapter initiates local consultation calls.

Network Transfer Optional Automatic Reconnection

When Network Transfer is initiated by the agent, but the consultation call has failed returning

NetworkDestState

Network DestStateFailed

with cause

Busy or

NoAnswer

, then the network call should be reconnected back to the agent.

This can be accomplished:

•

Manually, by clicking the Resume work item button on the Siebel

Communications Toolbar, or

•

Automatically, by configuring a Profile in Siebel to perform an automatic reconnection of a network call after a specified timeout has elapsed.

The configuration parameter

Driver:NtwkReconnectTimeout

with a default value

0 defines whether automatic reconnection is configured and the value for the timeout.

If NtwkReconnectTimeout is greater than 0 , then the value represents the timeout

(in seconds) before the Adapter invokes a Network Reconnect request to the T-

Server. In this case, if an agent attempts to perform a manual reconnection for the network call from the Siebel Communications Toolbar during the timeout, the automatic reconnection is not invoked.

If NtwkReconnectTimeout is 0 (the default), then the Adapter does not invoke a

Network Reconnect request automatically. The agent will need to invoke a manual reconnection as described above.

Gplus Adapter for Siebel CRM—Deployment Guide 185

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Customizations for Basic Voice

Network Transfer Support

The premise T-Server uses

SingleStepTransfer

to route a call to the network T-

Server. So the Gplus Adapter uses SingleStepTransfer when it is performing a network transfer for all switches.

To ensure that the Adapter uses the TransferSStep Device Command for network transfers, the parameter

Service:useSStepTransferFor

NetworkTransfer

must be set to TRUE.

When performing a network transfer, the Device Command

TransferSStep must be configured such that the value of Device Command parameter

RemoteConnectStr

defines the name of the Network Switch, as shown below:

[Command: SingleStepTransferCallToNetworkTS]

DeviceCommand = "TransferSStep"

CmdData = " SingleStepTransferCallToNetworkTS "

Hidden = "TRUE"

CmdChannelOnFocus = "TRUE"

Profile = "Profile Name Here"

[CmdData: SingleStepTransferCallToNetworkTS]

Param.RemoteConnectStr = "<AttributeLocation_Value>"

Param.TrackingID =

"{@SelectedWorkItem:DriverWorkTrackID}" where

<AttributeLocation_Value>

is the name of the Network Switch as defined in a Genesys configuration.

Customizations for Expert Contact

Configuring the Set of User Data Available to an Agent

User Data attached to a call are stored in the Activity field “Description”.

Required data are defined in the

GenComm_universal.def

file in the Event

Handler

EventKwPreviewIntRequest

. A query searches the List of Contacts using this specification:

Work Phone #' LIKE '*{ThisDN}

. Depending on query results, the logic executes SingleLog, MultipleLog, or Log (for the case in which no contact is found) and displays the appropriate Siebel view to the agent.

The set of fields available to the agent should be specified in the following line within each log handler:

LogField.'Description' = "Preview interaction request to {ThisDN}"

186 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Customizations Involving Universal Callback

None for this release.

Customizations Involving Outbound Campaign or OCS

The Outbound Campaign feature is associated with the Genesys Outbound

Contact Server (OCS) product. Refer to the Genesys Outbound Contact documentation for additional details about this product.

Logout Control for the Predictive Dialing Mode

To schedule agent logout time and to prevent abandoned calls in Predictive

Dialing mode, use the

AgentLogOutControl

option in the

GenComm_universal.def file. The default value of this option is FALSE. If you set this option to TRUE, you will enable Agent logout control functionality.

This functionality notifies agents, who request logout, of the time left until their actual logout. Upon reaching this time, the agent is automatically Logged

Out from Communication services. See Genesys Outbound Contact documentation for more information about this feature. Also

see“Service:AgentLogOutControl” on page 211 . This functionality is

supported only by Genesys Outbound Contact version 7.x.

Time Out for Requests to OCS Server

The Gplus Adapter controls response time from Outbound Contact Server

(OCS). When the request timeout is over, it erases obsolete records from the agent’s desktop. The timeout period is specified in the RequestTimeout option in the

GenComm_universal.def

file. Default value for this option is

Service:RequestTimeOut = “30”.

Possible use cases include:

•

Configurations with one OCS, when the primary OCS is down or not responding;

•

Configurations with primary and backup servers, running in the Warm

Standby Mode. For example: when an agent has records from the primary

OCS and the backup server role switched to primary due to failure of

Primary server.

OCS Smart Script Customization – Event Response and Event Handler Information

The handling and processing logic in Smart Script has changed. Siebel Smart

Script ID is not delivered as the user data key-value pair

CRM_SMART_SCR_ID. Instead it is extracted from the

Campaign

Business

Gplus Adapter for Siebel CRM—Deployment Guide 187

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Component. The Adapter assumes that the default Smart Script is used for handling all campaign records.

SmartScript related code is included in the following Event Responses:

•

[EventResponse:OnOCSRecord] — handler works for OCS records received on events

PreviewRecord—(for Preview Dialing mode)

ScheduledCall—(for Scheduled records)

•

[EventResponse:OnPredictOCSRecord]— handler works for OCS records received on events:

OutboundOCSCallEstablished—(for Predictive/Progressive Dialing

Modes)

OCSPartyChanged—(for Transferred calls)

Both Event Responses perform the following operations:

1. Queries Business Component Campaign.

Stores Smart Script ID and Language Code in the Work Tracking Object.

Stores campaign information in the custom fields of the Work Tracking

Object.

Creates an activity record.

See the

GenComm_universal.def

file for implementation details. The following placeholders mark the start of the code:

; Lines below are Smart Script related code

<<<<<<<<<<<<<<<<<<<<<<<<<< and the end

; Lines above are Smart Script related code

>>>>>>>>>>>>>>>>>>>>>>>>>> of the SmartScript related code:

If you are not using Smart Script functionality, the related code should be removed from

[EventResponse:OnOCSRecord]

and

[EventResponse:OnPredictOCSRecord]

. Also, the event handler

[EventHandler:EventCurrentSmartScriptWorkItemChanged]

should be commented or removed from the universal.def

file.

For an example of how to use Smart Script in the event handler

EventCurrentSmartScriptWorkItemChanged,

see “Event Handlers and Their

Status in Activity Creation” on page 166 and see the

GenComm_universal.def

file for details and current implementation. This event handler is intended for

SmartScript execution when an agent switches between Work Items on the

Siebel Toolbar. If you are using Smart Script for screen pops, this handler should be uncommented. Also, the appropriate Smart Script should be developed and specified for use with a campaign.

188 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

To Specify DoNotCall Command Attributes

There are different ways to apply the DoNotCall command. The purpose of using the DoNotCall command is to modify a record so that associated phone numbers are not called. There are different ways to modify the DoNotCall command attributes so that it refers to either phone numbers or customer IDs and applies the DoNotCall command based on these keys.

The DoNotCall command can be modified by specifying the send attributes

USE_RECORD_HANDLE, USE_PHONE, USE_CUSTOMER_ID and

GSW_CHAIN_ATTR.

The default value for the GSW_CHAIN_ATTR attribute is defined in the

GenComm_universal.def

file by the parameter GService:OCSDoNotCallScope and is set to

AllChain

Options for the DoNotCall command can modify the scope of the DoNotCall request. You can specify one of the following keys:

•

USE_RECORD_HANDLE

•

USE_PHONE

•

USE_CUSTOMER_ID

The keys USE_RECORD_HANDLE, USE_PHONE, and

USE_CUSTOMER_ID correspond to the appropriate use cases from

Outbound Contact Server Desktop Protocol definitions, and are described below:

USE_RECORD_HANDLE

The Gplus Adapter sends a request to the Outbound Contact Server to mark a record DoNotCall based on the record handle ID. Additional attributes,

GSW_CHAIN_ATTR = “RecordOnly” or “AllChain” can be specified to mark a chain or a record as DoNotCall. The default value for

USE_RECORD_HANDLE is specified in the service parameter

OCSDoNotCallScope = “AllChain” and effective for all agents under a specific profile. The resulting phone number from a record (or all phone numbers from a chain) will be marked as DoNotCall and will be included in the DoNotCall list.

USE_PHONE

The Gplus Adapter sends a request to the Outbound Contact Server to mark a record DoNotCall based on the phone number. As a result, the phone number will be included in the DoNotCall list and records and this phone number will never be called again. See Outbound Contact documentation for more information.

Gplus Adapter for Siebel CRM—Deployment Guide 189

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

USE_CUSTOMER_ID

The Gplus Adapter sends a request to the Outbound Contact Server to mark a record DoNotCall based on Customer_id. As a result, the Customer ID will be included in the DoNotCall list and the records and this Customer ID will never be called again. See Outbound Contact 7 documentation for more information.

Setting the service parameter OCSEnableCustomerId = “FALSE” disables use of Contact ID for compatibility with releases earlier than 6.5.2 of Outbound

Contact Server. If you set this option to “FALSE” and specify

USE_CUSTOMER_ID key in the DoNotCall command, then the

USE_RECORD_HANDLE scenario will be used instead. The default value of

OCSEnableCustomerId is “TRUE”.

If None of These Keys Are Specified

If none of these keys (USE_RECORD_HANDLE, USE_PHONE, or

USE_CUSTOMER_ID) are specified, then the Gplus Adapter assumes that the

Adapter customer provided all the necessary attributes manually and passed all keys specified in the command description to the Siebel

.def

file without modifications to the Outbound Contact Server. See the OCS desktop protocol

DoNotCall command definition on page 277 for information on the DoNotCall

attributes.

For example, in the sample

GenComm_universal.def

file:

•

Service:OCSDoNotCallScope

defines the default value of the parameter

GSW_CHAIN_ATTR for the Device Command DoNotCall .

•

The attribute

GSW_CHAIN_ATTR

is sent with the Do Not Call request in the case when the

USE_RECORD_HANDLE = "TRUE"

parameter is defined for the

Device Command

DoNotCall

•

The Device Command DoNotCall can be invoked with valid attribute

GSW_CHAIN_ATTR values

AllChain

RecordOnly

if it is defined in the

CmdData

section of command together with the

USE_RECORD_HANDLE =

"TRUE" parameter.

•

In the case when USE_RECORD_HANDLE = "TRUE" but GSW_CHAIN_ATTR is not defined, the default value

AllChain

is used.

; DoNotCall

[Command:DoNotCall]

Description = "Mark phone number as Do Not Call"

DeviceCommand = "DoNotCall"

Hidden = "TRUE"

Profile = "Gplus Voice"

Comments = ""

CmdData = "DoNotCall"

CmdChannelOnFocus = "TRUE"

[CmdData:DoNotCall]

;; Param.USE_CUSTOMER_ID = "TRUE"

190 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Param.GSW_CHAIN_ATTR = "AllChain"

;; Param.GSW_CHAIN_ATTR = "RecordOnly"

;; Param.USE_PHONE = "TRUE"

Param.USE_RECORD_HANDLE = "TRUE"

Comments = "Do Not Call"

To Specify Cancel Command Attributes

The OCSCancelScope options for the

OCSRequestRecordCancel

command as it is defined in the sample

GenComm_universal.def

file can be used to modify the scope of the cancel request. The OCSRequestRecordCancel command behavior can be modified by specifying the Siebel send attributes USE_PHONE,

USE_RECORD_HANDLE, and GSW_CHAIN_ATTR. If the

GSW_CHAIN_ATT attribute is not specified in the .def file, the Adapter will use the default AllChain . In the configuration, the default OCSCancelScope value in the GenComm_universal.def is

AllChain

. Or you can change it to

RecordOnly

and that will cancel one record based on the cancel command. For more information see Outbound Contact Server documentation.

The keys USE_RECORD_HANDLE and USE_PHONE correspond to the appropriate use cases described in the following Outbound Contact Server

Desktop Protocol definitions:

USE_RECORD_HANDLE Use Case

The Gplus Adapter sends a request to the Outbound Contact Server to mark a record as Cancel based on the record handle. As a result, the phone number will be marked Cancel in the calling list and will not be called for this campaign. See Outbound Contact documentation for more information. An additional attribute GSW_CHAIN_ATTR = “RecordOnly” or “AllChain” can be specified to mark all records in a chain or a single record as DoNotCall. The default value for the USE_RECORD_HANDLE attribute is specified in the service parameter OCSCancelScope and effective for all agents under a specific profile. The resulting record (or whole chain) will be marked as

Canceled and will not be called within a particular calling list.

USE_PHONE Use Case

The Gplus Adapter sends a request to the Outbound Contact Server to mark a record Cancel based on a contact’s phone number. As a result, the phone number will be marked Cancel in the calling list and will not be called for this campaign. See Outbound Contact documentation for more information.

If neither USE_RECORD_HANDLE or USE_PHONE are specified, then the

Gplus Adapter assumes that the customer provided all the necessary attributes manually and passed all keys specified in the command description to the

Siebel .def file without modifications to the Outbound Contact Server. See

OCS Desktop Protocol Cancel command definition on page 276 for

information on the RequestRecordCancel attribute.

Gplus Adapter for Siebel CRM—Deployment Guide 191

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

For example, in the sample

GenComm_universal.def

file:

•

Service:OCSCancelScope

defines the default value of the parameter

GSW_CHAIN_ATTR

for the Device Command

CancelInteraction

•

The attribute GSW_CHAIN_ATTR is sent with the Cancel request in the case when the

USE_RECORD_HANDLE = "TRUE"

parameter is defined for the

Device Command

CancelInteraction

•

[Command:OCSRequestRecordCancel_]

defines the request to cancel the OCS record.

•

The Device Command

CancelInteraction

can be invoked with attribute

GSW_CHAIN_ATTR valid values

AllChain

RecordOnly

if it is defined in the

CmdData

section of command together with the

USE_RECORD_HANDLE

= "TRUE" parameter.

•

In the case when

USE_RECORD_HANDLE = "TRUE"

but

GSW_CHAIN_ATTR

is not defined, the default value

AllChain

is used.

[Command:OCSRequestRecordCancel_]

Description = "Cancel Interaction"

DeviceCommand = "CancelInteraction"

BusComp = "Campaign List Contact"

AllViews = "FALSE"

; Uncomment following line for use with Siebel version 7.04-7.5x

; View = "Campaign Detail"

; Uncomment following line for use with Siebel version 7.7x

View = "Campaign Detail - Position"

Hidden = "TRUE"

Profile = "Gplus Voice"

CmdData = "OCSRequestRecordCancel_"

CmdChannelOnFocus = "TRUE"

[CmdData:OCSRequestRecordCancel_]

Param.USE_RECORD_HANDLE = "TRUE"

; Param.USE_PHONE = "TRUE"

Comments = "Request Record Cancel - Cancel Current Work Item"

Param.GSW_CHAIN_ATTR = "AllChain" or

Param.GSW_CHAIN_ATTR = "RecordOnly"

Disabling Record Reschedule Beyond a Campaign’s

Expiration Date

By default, Siebel CRM allows record rescheduling beyond the campaign’s expiration date. Genesys Outbound Contact can restrict record rescheduling by hours. Additionally, Outbound Contact prevents a record from being rescheduled in the past, which is also supported by default. To add more sophisticated rescheduling time and date control algorithms, you must customize the Siebel CRM application.

192 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

You can implement extended functionality in the Business Component,

Campaign List Contact,

in the

PreSetFieldValue

server script function. A

sample script is shown below (see the topic,

“PreSetFieldValue Server Script

Function – Example” on page 193

(For further information about programming and customizing Siebel CRM, see

Siebel Communications Server Guide, Siebel Tools Guide, and

Siebel E-Script Manual.)

PreSetFieldValue Server Script Function – Example

In this example, Time_Is_Valid_Campaign_Date (FieldValue) is a customer defined function, which returns TRUE if a particular date is between the campaign Start and End dates.

function BusComp_PreSetFieldValue (FieldName, FieldValue)

{

BusComp_PreSetFieldValue (Campaign List Contact):

Checks the name of the field being updated to see if is one

of the fields that should be synchronized with the Genesys

Outbound Framework. If so, the function calls UpdateGenesysOCS( )

to attempt to connect to Genesys and change the value on the

Genesys server. If a Genesys error occurs (for example, if

Genesys

cannot be contacted or does not recognize the field name) then

this function returns CancelOperation so that the value of the field

remains the same, signaling to the user that a problem has occurred.

Otherwise ContinueOperation is returned and the update proceeds normally.

Generally no error message will be shown if there is a problem

contacting Genesys, but the value of the field cannot be updated in

var retVal = ContinueOperation; var ViewName = TheApplication().ActiveViewName(); if ( (ViewName != "Campaign Detail" && ViewName != "Campaign

Detail - Position" ))

{ return (ContinueOperation);

}

// Debug code to show calls to this function in the status bar

// CallCommunicationsCommand("ShowStatusText", "Text", FieldName

+ " set to " + FieldValue);

Gplus Adapter for Siebel CRM—Deployment Guide 193

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

switch(FieldName) {

case "Dial Attempts": if(gDialAttempts == null) gDialAttempts = GetFieldValue("Dial Attempts");

break; case "Status": if(gStatusValue == null) gStatusValue = GetGenesysStatusCode("Status");

break; case "Reschedule Time": if ( Time_Is_Valid_Campaign_Date( FieldValue ) )

{

CallCommunicationsCommand("RecordRescheduleWithArg",

"RSTime", FieldValue);

}

break; case "CallCompleted":

"", ""); if (FieldValue == "Y") {

//retVal = CallCommunicationsCommand("RecordProcessed",

} break;

}

if (retVal != ContinueOperation)

{

DisplayGenesysError();

}

return (retVal);

}

194 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Advanced Customization of Voice Component

Selecting an Alternative Destination Phone Number

It is possible to use an alternative destination phone number when making a call to the campaign contact. By default, the Gplus Outbound Contact feature places a call to the work phone number specified in the Siebel Campaign contact. Setting the key

IgnorePhoneNumber = TRUE

in the command definitions file (

GenComm_universal.def

) overwrites the default behavior and forces the use of a Genesys Outbound campaign phone number as the destination. The prefix to reach the outside phone network can be specified as the value of the

OutsideCallPrefix key. See the following example:

;;/////////////////////////////////////////////////////////////////

///////

; MakeCall

; CRM_CAMP_CON_ID - Campaign List Contact

; IgnorePhoneNumber - if set to true, ignores PhoneNumber value and calls number

; from Genesys campaign, otherwise calls PhoneNumber.

; OutsideCallPrefixæPrefix to reach outside phone network; if specified will be

; added to Genesys campaign phone number.

[Command:MakeCallToCampaignContact]

Description = “Make call to campaign contact”

DeviceCommand = “MakeCall”

Hidden = “TRUE”

CmdData = “MakeCallToCampaignContact”

[CmdData:MakeCallToCampaignContact]

BusComp = “Campaign List Contact”

Param.CRM_CAMP_CON_ID = “{Id}”

Param.PhoneNumber = “{Work Phone #:Lookup}”

Param.IgnorePhoneNumber = “TRUE”

Param.OutsideCallPrefix = ““

RequiredField.‘Work Phone #’ = “?*”

Outbound Contact Multiple Campaigns Agents

In Outbound Contact, agents can be shared among multiple campaigns.

In Predictive/Progressive modes, for every agent assigned to more than one active

CampaignGroup

, Outbound Contact designates only one

CampaignGroup for this agent.

OCS will change the

CampaignGroups

designation depending on configured campaign priorities, the agent activity history, and campaign statistics, and notifies an agent about the new assignment by sending

EventCampaignGroupAssigned . For details, see the Genesys Outbound Contact

Solution 7.5 Deployment Guide.

Agents in Siebel can work in multiple campaigns.

Gplus Adapter for Siebel CRM—Deployment Guide 195

Chapter 5: Configuration and Installation of the Voice Component Checking Installations

In Predictive/Progressive modes,

EventCampaignGroupAssigned

notifies an agent that of assignment to a new campaign.

The Status text area on the Siebel desktop (which displays for a short time) is used for agent notification that a new campaign has been assigned to the agent.

The campaign name is displayed on the Siebel popup screen that shows campaign information and campaign contact.

For campaigns in Preview mode, an agent gets the records by clicking the

Record Request

button on the Communications Toolbar, and

PreviewRecordRequest

is sent to OCS. When the

PreviewRecordRequest

device command is invoked, an agent gets the record from the first campaign that was reported by T-Server to the Adapter as loaded and started in Genesys OCS in

Preview mode.

Invoking the device command

SetActiveCampaign

can change the current

Preview mode campaign. Subsequent

PreviewRecordRequest

commands will retrieve preview records from the new campaign. The graphical user interface

(GUI) for Preview mode is not changed in this release.

If the current Preview mode campaign is unloaded, the Adapter will set as current (Active Campaign) the first Preview mode campaign found in the

Adapter internal storage which has state loaded

After an agent logs in to Siebel when one or more campaigns was already started in Outbound Contact, or after the Adapter reconnects to the T-Server, the current state of each campaign is reported when the agent logs in to the queue(s) associated with the corresponding Agent Group(s). For activation of

Outbound Contact functionality in this case, Genesys recommends invoking the login (or logout, then login) command from the Communications Toolbar.

Checking Installations

This section includes preliminary information and instructions for checking your implementation of each Voice feature to verify that it is installed correctly and working correctly.

Disclaimer

Only a thorough testing of every possible configuration and variation can provide a complete software application test. The tests listed below provide only a suggested starting point. If these tests are satisfactory, Genesys recommends that you test each individual feature and variations by applying the procedures listed for that feature in the Gplus Adapter 7.5 for Siebel CRM

User’s Guide. In any case, such preliminary tests are not intended to substitute for a professionally designed and administered panel of tests.

196 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Checking Installations

Checking the Basic Voice Installation

To check the functionality of the Basic Voice feature, perform the following steps:

1. Log in as an Agent and, if the agent is not ready, select the Ready button.

Make a direct call to the agent teleset. The ringing icon on the Siebel

Communication toolbar should start blinking, indicating that a new call is waiting for the agent to answer.

Press the Answer incoming call button to establish a connection.

Confirm that normal telephone or headset operations and CTI Toolbar buttons are present, and that basic voice functions are coordinated with basic voice controls on the toolbar.

After communication with caller is completed, press the Hangup call button to release the call.

Type a phone number into the edit field of the Communication toolbar and press the Make Call to “<Phone Number>” button. If this outgoing call is answered, then, after the communication is completed, press the Hangup call button to release the call. If this call is not answered, press the Hangup call button to release the call.

Try some other call scenarios, for example, a conference and a transfer call. Refer to the Gplus Adapter 7.5 for Siebel CRM User’s Guide for examples of these scenarios.

Checking the Expert Contact Installation

To check the functionality of the Expert Contact feature-enabled Siebel Call

Center, perform the following steps:

1. Log in as an Agent and select the Ready button.

Press the On Call button on the Siebel Communication toolbar. A new incoming call from an Unknown recipient will appear in the Work Items list on the Toolbar. Proceed with the call as if it were an incoming call so

Genesys can track the call. From this point onward, use the same checking process applied to the Basic Voice feature, with the exception of testing of the confirm-status option.

If the Confirm-status option is implemented, then a pop-up window should appear after the defined time-out period. That is, if an expert is on the call after the length of time set by the timer, a dialog box appears asking if the expert is still on the call and if the agent wants to continue.

To test the Preview-interaction option (Preview mod)e installation when

Preview mode is turned ON:

Gplus Adapter for Siebel CRM—Deployment Guide 197

Chapter 5: Configuration and Installation of the Voice Component Checking Installations



When an agent receives an incoming call, a new work item, Preview

Request, is created on the Siebel Communication Toolbar, and the

Accept Incoming Interaction button starts blinking. To accept the interaction, press the blinking button and use standard procedures for the call. Newly created call will reuse existing work item.

If the Siebel preview-bell option is implemented, then you can test it by sending a interaction to an expert. Confirm that a sound is played when the preview interaction dialog box appears.

To test the Preview mode installation when Preview mode is turned OFF:



If the Preview mode is set to OFF, then the Agent's work flow options are exactly the same as in the Basic Voice feature. The agent can place outbound calls, receive incoming calls, and make transfers.

Checking the Voice Callback Installation

This section presents simple scenarios that show different ways of working with the Voice Callback Server from the Siebel application.

To check the functionality of the Universal Callback Server (UCB) -enabled

Siebel Call Center, you must create a callback request from either the Siebel desktop or the IVR side. After creating the callback request, the next step is to make an agent ready and wait for a callback request to be distributed from the voice callback queue.

The following agent work flow scenarios could be used to check the installation:

•

Initiate Callback session:



Click Session start button on the Communication Toolbar

•

Initiate Callback call (in Callback Preview mode)



After the Callback interaction is delivered to agent and the Contact screen displayed, click the Initiate Callback button on the Toolbar. This will initiate a call to the number, which was specified in the

VCB_CONTACT key.



To initiate Callback to a different number,

Enter a new phone in the Phone field on the Toolbar

 or

Select and highlight any text on the agent's desktop and press

Initiate Callback. These options will initiate a call to the selected number.

•

Add callback:



Create a new Activity record

Set type to “Call”



Set “Priority”

Set to “ASAP” or

198 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Checking Installations



Set to other than “ASAP” and also set “Due” time

Save record

Click “Add” button

•

Cancel Callback:



Locate Callback record

Save record

Click Cancel button

•

Reschedule Callback:



Locate Callback record

Set “Due” time

Change Priority to non “ASAP”

Save record



Click Reschedule button

Checking the Outbound Contact Installation

To check the functionality of the Outbound Contact Server (OCS) -enabled

Siebel Call Center, you must create campaign entries (which are exported by

Gplus Campaign Synchronization into the Genesys OCS database), and start a particular campaign from the Genesys Outbound Management Console.

Next, you must log into the Siebel Call Center as one of the agents, which you

created under the section “Creating Agents” on page 159

. Depending on the

OCS campaign mode, different scenarios are processed. For further information on how to work with Genesys OCS, refer to the Genesys

Outbound Contact Getting Started Guide.

While in the Preview campaign mode, you must log into the Siebel Call

Center, next log into PBX/ACD on the Communications Toolbar. You see the message

Campaign [Campaign_Name] started on the status line. After you click

Preview Mode Start, the campaign control buttons: Request Record, Request

Chain, Reject Record, Record Processed, Record Cancel, Mark Phone Do Not

Call, and Preview Mode Stop are available on the Communications Toolbar.

On every requested preview record, the Campaign Overview screen, with a particular Contact/Prospect is displayed and additional controls Make Call,

Done, Reject, Do Not Call are available on the interface. Also, all changes to the fields: Call Result, Attempts, and Schedule Time are written to the Genesys

Outbound Contact Server and the Siebel database.

The Done control (on the interface) and the Record Processed button (on the

Communications Toolbar) write the operation and initiate the final OCS database update. After this command, the Preview Record is removed from the

Communications drop-down Work Items list. An active call corresponding to this contact remains active and can be finished by clicking

Release Call.

Alternatively, the call can be released and the command, Record Processed, can be issued later.

Gplus Adapter for Siebel CRM—Deployment Guide 199

Chapter 5: Configuration and Installation of the Voice Component Checking Installations

Figure 24

shows an OCS Preview record with an initiated outbound call. The

Preview campaign name also displays.

Figure 24: OCS Preview Record Window

When a campaign is running in Predictive or Progressive Dialing Mode, and after you log into the Siebel Call Center application, and log into the

PBX/ACD, the initial state is Agent Not Ready. A new outbound call will be delivered to the agent when the agent’s status changes from Not Ready to

Ready. The campaign control buttons Record Processed, Request Chain,

Record Cancel, and DoNotCall become available on the Communications

Toolbar.

On every delivered call, the Campaign Contact Overview screen with a particular Contact/Prospect is displayed and additional controls Done and

DoNotCall are active and available on the interface. Also, all changes to the

200 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Checking Installations fields Call Result, Attempts, Schedule Time are written to the Genesys

Outbound Contact Server (OCS) and the Siebel database.

The Done and DoNotCall controls (on the interface) and the Record Processed and DoNotCall controls (on the Communications Toolbar) save the operation and initiate the final OCS database update. After that, the active call command remains active and can be finished by clicking

Release Call.

Also, the call can be released and the Record Processed command can be issued later. In this scenario, a new work item

Wrap Up Record ->[Phone number]

appears on the Communications Toolbar drop-down list and is removed after the agent clicks

Done, Record Processed,

Record Cancel,

DoNotCall.

Figure 25 on page 201 shows the initial Siebel Call Center screen after the

agent logs in. The campaign name also displays.

Figure 25: Siebel Call Center Window

Finally, Figure 26 on page 202

shows an outbound call delivered to the agent.

The campaign name also displays.

Gplus Adapter for Siebel CRM—Deployment Guide 201

Chapter 5: Configuration and Installation of the Voice Component Checking Installations

Figure 26: Siebel Call Center Window, Outbound Call

202 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Driver Settings

Driver Parameters

Driver parameters define the set of values used by the Siebel Communications

Server to work with communications systems such as CTI middleware. The

Gplus Adapter driver is one of these systems and an appropriate set of parameters must be defined for it. A sample configuration file

GenComm_universal.def contains a set of parameters to be defined for the Voice

Component.

Table 15 on page 204 lists the supported driver parameters for the Gplus

Adapter driver for the Siebel Communications Server. The table indicates which parameters are required and displays applicable default values. You view and modify these driver parameters in the Communications Drivers and

Profiles view in the Communications Administration screen of the Siebel application (in Siebel 7.7/7.8/8.0/8.1, the Administration - Communications screen). The Channel Type for this driver is Voice.

Note:

A Siebel Administrator must configure the Siebel environment to work with Gplus Adapter.

Each parameter is prefaced with a keyword indicating how it will be used:

•

Parameters prefaced with

Driver:

are sent to the driver handle when the driver is initialized. These parameters are sent to the

CreateISCDriverInstance method.

•

Parameters prefaced with

Service: are sent to the driver handle when it requests a service (creates the service handle). These parameters are sent to the RequestService method.

You must change the value of each mandatory parameter with the default value

CHANGE_ME as these parameters depend on your configuration and cannot be used with default values.

For more information about the driver handle and its methods, refer to Siebel documentation.

Gplus Adapter for Siebel CRM—Deployment Guide 203

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters

Parameter Name

Driver:SampleName (sample)

Driver:AdapterAppName

Driver:AnswerCallDelay

Driver:BackupGenCommServer

URL

Driver:BackupServerHost

Driver:BackupServerPort

Driver:

BroadcastCommdnUserEvents2

Agents

Driver:CommunicationDN

Default Value

Genesys Gplus driver default value

Gplus Adapter

Required Comment

Purpose of the driver, and sometimes also the purpose of different valid values.

The application name that will be sent to T-Server when the Adapter opens a connection to this T-Server.

(For compatibility with the pre-7.5 scheme of connection to T-Server only)

500 milliseconds No

CHANGE_ME

FALSE empty string (““)

Defines the delay between

TMakeCall and TAnswerCall requests for outbound calls on a

DMS-100 switch.

Specifies the URL of the backup

Gplus Communication Server

Specifies the name of the host machine on which the backup

Genesys T-Server is running.

(For compatibility with the pre-7.5 scheme of connection to T-Server only)

Specifies the TCP/IP port number the client must use to establish a connection with the backup Genesys

T-Server.

(For compatibility with the pre-7.5 scheme of connection to T-Server only)

The value True enables the distribution of the EventUserEvent.

Determines the name of a communication DN. The communication DN is used to send and/or broadcast a user event. See

“Communication DN” on page 171 .

204 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name Default Value Required Comment

Driver:HangupOnEventReleased TRUE

Driver:InboundPartyContainer

Driver:LibraryName

Driver:LocalConnString

empty string (““)

Yes

Applicable only when using the

NEC NEAX switches (for example,

NEC NEAX 2000 IPS, NEC NEAX

ICS/IMS (7600, 7400)).

If the switch configuration requires the phone to be put on hook after call is released on the other side, then the Gplus Adapter should send an additional Release request after receiving EventReleased, and the value of Driver:

HangupOnEventReleased must be set to “TRUE” (default).

Driver:HangupOnEventReleased =

“TRUE”

If the switch configuration does not require you to put the phone on the hook, then set this parameter to

“FALSE”

Name of the TEvent attribute for substitution in the workitem name on the Siebel Toolbar for incoming calls

The name of the remote driver module which will be loaded by

Gplus Communication Server to handle requests for the Siebel

Communication Driver.

empty string (““) Yes, if

Network

Attended

Transfer is used.

Determines the name of this premise location when the Network Attended

Transfer feature is used.

The value of this parameter must be set as a premise switch name exactly as it is defined in the Genesys

Configuration Manager for the T-

Server. See “Network Attended

Transfer” on page 182

Gplus Adapter for Siebel CRM—Deployment Guide 205

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name Default Value

Driver:NtwkReconnectTimeout 0

Driver:OutboundPartyContainer

Driver:PrimaryGenCommServer

URL

Driver:ReconnectTimeout

Driver:RemoteTimeout

empty string (““)

Required Comment

Yes

Defines whether automatic reconnection of the initiated

Network Transfer is configured and

sets the timeout value. See “Network

Transfer Optional Automatic

Reconnection” on page 185 .

Name of the TEvent attribute for substitution in the workitem name on the Siebel Toolbar for outgoing calls

Specifies the Universal Resource

Locator (URL) of the primary Gplus

Communication Server

Defines the time in seconds for reconnection to T-Server or if defined, to the backup T-Server when T-Server disconnects from the

Adapter.

(For compatibility with the pre-7.5 scheme of connection to T-Server only)

This parameter defines a time interval, in seconds, during which the T-Server waits for an ADDP response from the Adapter

(For compatibility with the pre-7.5 scheme of connection to T-Server only)

206 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Driver:TraceMode

Default Value

Driver:SCAPIServerURL

Driver:ServerHost

Driver:ServerPort

CHANGE_ME

Required Comment

Yes

This parameter defines an ADDP trace mode in T-Server and/or in

Adapter log files. The value of this parameter affects log generation only. ADDP polling messages and the algorithm for disconnection detection remain the same, regardless of the value set here.

Valid values for this parameter as as follows:

—No trace in a T-Server and/or

Adapter log file (default).

—Trace in the Adapter log file only.

—Trace in a T-Server log file only.

—Full trace (in both T-Server and

Adapter log files).

Specifies the URL to which the

Gplus Communication Server will send events

Name of the host that runs Genesys

T-Server.

(For compatibility with the pre-7.5 scheme of connection to T-Server only)

TCP/IP port number for T-Server.

(For compatibility with the pre-7.5 scheme of connection to T-Server only)

Gplus Adapter for Siebel CRM—Deployment Guide 207

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name Default Value

(No Supervisor

Extensions)

Required Comment

No Defines a set of Supervisor

Extensions which should not be shown on the agent desktop when a supervisor is connected to the agent’s current interaction. Valid values are: a string parameter consisting of a set of DNs a simple file name

(See information about this parameter below this table.)

208 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Driver:SwitchType

Default Value

Required Comment

Yes The type of switch for your contact center. Values include:



Nortel Meridian



Rockwell Spectrum



Nortel DMS-100



Lucent Definity G3



Aspect Call Center



Siemens Hicom 300E



EADS PointSpan, EADS

ESeries



Ericsson MD110



NEC NEAX 2400



NEC NEAX 3600i



Teltronics 20-20 IXP



Siemens Hicom 300



Phillips Sopho IS3000



Alcatel 4400



Nortel Meridian Call Center

Symposium



Siemens Realitis DX (iSDX)



Avaya INDeX (Lucent SDX)



Siemens Hicom 300H



Siemens HiPath 4000



Alcatel A4200 OmniPCX

Office (OXO)



Knowledge Worker Gateway



Cisco CallManager



itel





Siemens HiPath





eOn eQueue



SIP Server

Also see the document, Genesys 6

Supported Media Interfaces, which is available on the Genesys

Technical Support website.

Contact Genesys for a current list of switches and SwitchType values.

(For compatibility with the pre-7.5 scheme of connection to T-Server only)

Gplus Adapter for Siebel CRM—Deployment Guide 209

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Driver:Timeout

Driver:TServerAppName

DriverAlias

MediaType

Name

Service:ACDDNList

Default Value

Required Comment

No This parameter defines a time interval, in seconds, during which the Adapter waits for an ADDP response from the T-Server. ADDP is disabled if this parameter is not defined or if the value is set to

(For compatibility with the pre-7.5 scheme of connection to T-Server only.)

"CHANGE_ME" Yes

Genesys Gplus driver

Yes

{@ACDDNList} No

Defines the T-Server Application

Name of the Primary T-Server as it is defined in the Genesys

Configuration Manager. See

“Connection to T-Server” on page 157

Reserved for internal use.

When drivers with the same set of

Device Commands and Device

Events are in the same Siebel configuration, this parameter defines the suffix of the Device Command or Device Event to be processed.

This parameter should not be modified until explicitly suggested by Genesys Technical Support.

Reserved for internal use.

This parameter should not be modified until explicitly suggested by Genesys Technical Support.

Name of the driver. May be any suitable name.

Uses the macro @ACDDNList to obtain a list of ACD DNs

(extensions of type A) associated with the current agent.

210 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Service:AgentId

Default Value

{@AgentId}

Service:AgentLogOutControl False

Service:AgentPreviewModeStart False

Service:AgentSubstitute True

Required Comment

No This parameter manages agent ID logging for server-side statistics on outgoing connections usage.

If log level is set to DEBUG and if this parameter is specified, the

Agent ID is logged. Otherwise, the session ID is logged.

No Applies only to the Predictive

Dialing Mode. When this option is set to TRUE the Agent logout control functionality is enabled and all agents requesting logout will be notified regarding the time left until actual logout and upon reaching this time the agents will be automatically

Logged Out from Communication services.

Yes (when working with

Outbound campaigns in Preview mode)

Defines whether the agent is able to receive preview records without first submitting a

PreviewDialingModeStart request to

OCS from the desktop. In the Siebel

Configuration, the

Service:AgentPreviewModeStart parameter must be set to correspond with the value of the OCS option agent_preview_mode_start in

Configuration Manager.

See details in the Genesys Outbound

Contact 7.5 Deployment Guide.

Yes (when using the

Alcatel

A4400 switch)

For the Alcatel A4400 switch, this option must be set in accordance with T-Server settings for the Agent

Substitute option.

See more details in “Switch-Specific

Configuration Instructions” on page 170

Gplus Adapter for Siebel CRM—Deployment Guide 211

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Service:AgentWorkMode

Service:AutoLogout

Service:AutoRejectRecords

Service:DNList

Default Value

AgentWorkModeU nknown

Required Comment

No Agent work mode. Should match one of the TLibrary

TAgentWorkMode enumeration values:

0—AgentWorkModeUnknown

1—AgentManualIn

2—AgentAutoIn

3—AgentAfterCallWork

4—AgentAuxWork

5—AgentNoCallDisconnect

The parameter can be defined either as a number corresponding to

TLibrary TAgentWorkMode enumeration values or as a string

(for example,

AgentManualIn

FALSE

TRUE

“{@DNList}”

Yes

If the value of this parameter is

TRUE, when the agent logs out from

Siebel or closes the browser, then first the agent logs out from the

ACD group, and then the agent logs out from Siebel. When the value of this parameter is FALSE, the agent just logs out from Siebel.

Defines whether the Adapter sends requests to reject records when an agent logs out from Siebel. If set to

TRUE

, when an agent logs out from

Siebel, the Adapter sends requests to reject all records. If set to

FALSE

, the

Adapter does not send requests to reject records.

Uses the macro @DNList to obtain a list of DNs (standard extensions of type S) associated with the current agent.

212 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Service:HasAgentBusy

Default Value

FALSE

Service:HasAnswer

Service:HasDisconnect

Service:HasForward

Service:HasGCNProtocol

Service:HasHold

TRUE

Required Comment

No Can be TRUE or FALSE. Specifies whether the connected switch supports the Do Not Disturb (DND) function. You can also disable the

DND function if it is supported by the switch, but you do not want your agents to use it. If the value is

FALSE, the associated feature is disabled. For a disabled feature, an administrator can remove the associated (DND) toolbar button from the Repository using Siebel

Tools.

Upon an incoming call, if the value of this parameter is TRUE, the

Answer Incoming call button on the toolbar will be available. If the value is FALSE, this button will be unavailable.

For the current active call, if the value of this parameter is TRUE, the

Hang-up call button on the toolbar will be available. If the value is

FALSE, this button will be unavailable.

If both the switch and T-Server support call forwarding, and this value is set to TRUE, the button on the toolbar that turns call forwarding on or off will be available. If this value is FALSE, this button will be unavailable.

Not supported starting from version

7.2.

If the value of this parameter is

TRUE, the Hold button or Retrieve button will be available, depending on call state. If the value of this parameter is FALSE, the Hold or

Retrieve button will not be available.

Gplus Adapter for Siebel CRM—Deployment Guide 213

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Service:HasKWProtocol

Service:HasOCSProtocol

Service:HasVCBProtocol

Service:KwDefaultPartyStatus

Default Value

FALSE

TRUE for

Outbound Contact configurations

FALSE No released

Required Comment

No Enables or disables Expert Contact functionality support

Enables or disables Outbound

Contact functionality support

Enables or disables Voice Callback functionality support

Used by Gplus adapter when Party status info is missing in the

KwPartyStatusRequest from Siebel.

Service:KwPiProtocolVersion 6.5.000.01

Service:KwProtocolVersion 6.5.000.01

Preview Interaction protocol version.

Knowledge Worker protocol version.

Service:

OCSEnableOutOfCampaignOper ations

FALSE

Service:

NetworkCallTransferMode

Network

Allows transfers and record handling for agents that are not participating in any campaigns. Requires

Outbound Contact version 7.x.

This parameter has two valid values:

• Network

• Local

If the value of this parameter is

Network, the Adapter uses the

Network T-Server operation

(Network

Consult/Transfer/Conference) for creating and completing two-step operations (consult, transfer and conference) for network calls; all other calls are processed using the standard T-Server operations.

If the value of this parameter is

Local, the Adapter uses only the standard T-Server operations for two-step operations (consult, transfer and conference) for all types of calls.

214 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Service:OCSCallBackType

Default Value

Personal

Service:OCSCancelScope AllChain

Service:OCSDoNotCallScope AllChain

Service:OCSEnableCustomerId TRUE

Required Comment

Specifies the callback type:

Personal

, or

Campaign

. These can be chosen from the Siebel popup list, and the corresponding strings will be sent as

GSW_CALLBACK_TYPE

values to

OCS. For more information, see

“Advanced Customization of Voice

Component Configurations” on page 164

Specifies the scope of a cancel:

AllChain

, or

RecordOnly

. For more

information, see “Advanced

Customization of Voice Component

Configurations” on page 164

and

“

USE_RECORD_HANDLE Use Case” on page 191 .

Specifies the scope of a Do Not Call:

AllChain

, or

RecordOnly

. For more

information, see “Advanced

Customization of Voice Component

Configurations” on page 164

and

“To Specify DoNotCall Command

Attributes” on page 189

Controls the use of Contact ID for compatibility with release 6.5.2 or earlier of Outbound Contact Server.

For more information, see

“Advanced Customization of Voice

Component Configurations” on page 164

Gplus Adapter for Siebel CRM—Deployment Guide 215

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Service:OCSTreatment

Default Value

RecordTreatPersonal

Required Comment

No Specifies the treatment type:

RecordTreatPersonal

RecordTreatCampaign

, or

None

These can be chosen from the Siebel popup list as

Personal

Campaign

, or

None

, and for the first two, the corresponding strings will be sent as

GSW_CALLBACK_TYPE

values to OCS.

For

None

GSW_CALLBACK_TYPE is not sent to OCS. For more information,

see “Advanced Customization of

Voice Component Configurations” on page 164 .

Service:ReleaseCallOnAutoLogout TRUE No When the value of this parameter is set to FALSE, the Adapter will not release an active call if an agent closes the browser or logs out from

Siebel. If the value of this parameter is TRUE and the option AutoLogout

= “TRUE”, when the agent logs out from Siebel or closes the browser, then:

1. The Adapter will send a request to release the call if the ReleaseCall command is enabled in the current call state;

2. The Adapter will send a request to log out the agent from the ACD group if the LogOut command is enabled in the current state;

3. Only then does the agent log out from Siebel.

Note that this functionality is switch and T-Server dependent. Some T-

Servers may require changes to options in order to keep an active call on logout.

216 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Service:

ReleaseEstablishedCallOnAuto

Logout

Service:RequestTimeOut

Service:SelectDN

Service:SwitchName

Default Value

TRUE

{@SelectedDN}

CHANGE_ME

Required Comment

No When the value of this parameter is set to FALSE, the Adapter will not release an established call if an agent closes the browser or logs out from

Siebel. If the value of this parameter is TRUE and the option AutoLogout

= “TRUE”, when the agent logs out from Siebel or closes the browser, then:

1. The Adapter will send a request to release an established call if the

ReleaseCall command is enabled in the current call state;

2. The Adapter will send a request to log out the agent from the ACD group if the LogOut command is enabled in the current state;

3. Only then does the agent log out from Siebel.

Note that this functionality is switch and T-Server dependent. Some T-

Servers may require changes to options in order to keep an active call on logout.

Timeout period for requests to

Outbound Contact Server.

Specifies a DN to be used to issue commands such as MakeCall and so forth. Otherwise, the first DN in the list specified with the parameter

Service:DNList is used.

This parameter is also used for

SendUserEvent command; it defines the DN on which the user event will be sent.

Voice switch name, which Voice callabck server uses for submiting

Voice callbacks

Gplus Adapter for Siebel CRM—Deployment Guide 217

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name Default Value

Service:UsePendingWorkmode FALSE

Service:UseSStepTransferForNet workTransfer

FALSE

Service:

VCBDefaultCallbackType

ASAP

Required Comment

No Applicable only when using the

Avaya Definity G3 switch.

Parameter Service:

UsePendingWorkmode must be set according to the T-Server option use-pending-work-mode. Both parameters must be set to the same value: true or false. When the T-

Server option use-pending-workmode is set to true, the Pending

Work Mode functionality is enabled.

To perform a network transfer with the Device Command TransferSStep for all switches, set this parameter to

TRUE. The Device Command parameter RemoteConnectStr must define the name of the Network

Switch where call should be transferred.

When this parameter is set to

FALSE, for the switches that support

Mute Transfer and do not support

Single Step Transfer, the Adapter will invoke the request to T-Server to perform Mute Transfer with the

Device Command TransferSStep for the switches that support Mute

Transfer and do not support Single

Step Transfer.

If you do not perform network transfers, leave the value set to

FALSE (the default value).

Default Callback Type which Gplus adapter uses in case Callback type information is missing in the request form Siebel.

218 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 15: Driver Parameters (Continued)

Parameter Name

Service:

VCBDefaultRoutingPoint

Default Value

CHANGE_ME

Service:

VCBProcessedOnCallRelease

FALSE

Required Comment

No Default routing point, which Gplus adapter uses in case routing point information is missing in the request from Siebel

No Indicates that the Work Item will be kept on Call release event and the agent must manually click the

Interaction Processed button on the communication Toolbar. This must be synchronized with the VCB server option callback_processed

Parameter Driver:SupervisorExtensions

The configuration parameter Driver:SupervisorExtensions defines a set of

Supervisor Extensions which should not be shown on the agent desktop when the supervisor is connected to the agent’s current Voice interaction (call).

Valid values for this parameter are defined by the following rules:

•

A valid value is a string parameter consisting of: a set of DNs separated by commas, a range of DNs in which a hyphen (-) is used as a separator and the first number is less than the last number, or a mix of both.

•

The maximum length of the string parameter is 250 characters.

•

Spaces are allowed after commas, and before and after a hyphen.

For example:

2201, 2205, 2300 - 2374

•

A valid value can also be a simple file name, or a path and a file name. In any environment, you can use a simple filename, such as

SupervisorExtensions.txt, for example. Other examples are:



On a Windows platform -

C:\siebsrvr\SupervisorExtensions.txt

On a UNIX platform -

/opt/siebsrvr/SupervisorExtensions.txt



The named file itself must contain the set of SupervisorExtensions. The file must contain a set of DNs separated by commas, or a range of

DNs, or a mix, with valid values as defined in the rules above; and in addition:

New lines can also serve as separators.



The maximum number of SupervisorExtensions is limited by the allowed size of the file in the operating system.

For example:

Gplus Adapter for Siebel CRM—Deployment Guide 219

Chapter 5: Configuration and Installation of the Voice Component Driver Settings



2201,2210

2211, 2212

2213-2220,

2303 - 2310

7123

8234

9345

If the file name is provided without a path, then the Gplus Adapter will search for the file in locations defined by the operating system environment variable ‹path›. If the file is not found, then the Gplus

Adapter will search for the file in the following locations:

On a Windows platform -

‹Siebel Server folder›\BIN\

On a UNIX platform -

‹Siebel Server folder›/lib/

Parameter Driver: HangupOnEventReleased

The configuration parameter Driver:HangupOnEventReleased is used only when the Gplus Adapter works with NEC NEAX switches (NEC NEAX 2000

IPS, NEC NEAX ICS/IMS (7600, 7400)...). This configuration parameter must be set up accordingly when a NEC NEAX switch is used.

If the switch configuration requires the phone to be put on the hook after a call is released on the other side, then the Gplus Adapter must send an additional

Release request after receiving EventReleased. In this case, the value must be set to “TRUE” (the default value), as follows:

Driver:HangupOnEventReleased = “TRUE”

If the switch configuration does not require the phone to be put on the hook, then set this parameter to “FALSE”, as follows:

Driver:HangupOnEventReleased = “FALSE”

Note that the default value is TRUE.

Parameter Service:UsePendingWorkmode

This parameter is used to enable or disable Ready/NotReady Device

Commands when an agent has a call on the Avaya Definity G3 switch.

When using the Avaya Definity G3 switch, the configuration parameter

Service:UsePendingWorkmode must be set according to the T-Server option use-pending-work-mode. Both parameters must be set to the same value: true or false. When the T-Server option use-pending-work-mode is set to true, the

220 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Pending Work Mode functionality is enabled. This functionality allows agents to change their Ready/NotReady state when a call is in progress.

Parameters Driver:InboundPartyContainer and

Driver:OutboundPartyContainer

The Gplus Adapter allows (with some TEvents) to display an adjusted

(modified) workitem name on the Siebel Toolbar by using the value of some other TEvent Attribute.

Siebel configuration parameters Driver:InboundPartyContainer and

Driver:OutboundPartyContainer

allow adjustments depending on their value.

The implemented functionality for both parameters is the same, the only difference is that

Driver:InboundPartyContainer

defines the adjustment (if any) for incoming calls, while Driver:OutboundPartyContainer defines the adjustment (if any) for outgoing calls.

If the

Driver:InboundPartyContainer

Driver:OutboundPartyContainer parameter is defined in Siebel configuration and if the value described by the parameter was found in the incoming TEvent attributes, then the value defined by this attribute is shown in a Work Item on the Communications Toolbar.

If parameters

Driver:InboundPartyContainer

and/or

Driver:OutboundPartyContainer

define the attribute name for an adjustment, but this attribute is not in the TEvent, then the

OtherDN

attribute is used.

Acknowledged values for

Driver:InboundPartyContainer

and

Driver:OutboundPartyContainer and their actions are shown in

Table 16

Table 16: Driver:InboundPartyContainer and

Driver:OutboundPartyContainer Values and Actions

Value

No parameter in the configuration, or

OtherDN

, or

Native

ANI

Action

Keeps the representation of the Work Item list without substitution of the value defined by the

Driver:InboundPartyContainer

Driver:OutboundPartyContainer configuration parameter

Keeps the representation of the Work Item list without substitution of the value defined by the

Driver:InboundPartyContainer

Driver:OutboundPartyContainer configuration parameter

Substitutes the value of TEvent ANI attribute in a Work Item representation on the

Communications Toolbar

Gplus Adapter for Siebel CRM—Deployment Guide 221

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Table 16: Driver:InboundPartyContainer and

Driver:OutboundPartyContainer Values and Actions (Continued)

Value Action

DNIS

Substitutes the value of TEvent DNIS attribute in a Work Item representation on the

Communications Toolbar

Substitutes the value of

<string or integer parameter defined in UserData of TEvent> in a Work Item representation on the

Communications Toolbar.

222 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

Important note!

Driver:InboundPartyContainer

and/or

Driver:OutboundPartyContainer parameter substitution in the Work Item name is not performed in the conference scenarios when number of parties displayed is greater than one.

When using the UserData parameter to make a substitution in the Work Item name, the parameter described by

Driver:InboundPartyContainer

and/or

Driver:OutboundPartyContainer

must be included as a string or an integer pair in the UserData list, not hidden in the inner lists. For example:

If parameters are defined in Siebel configuration as follows:

Driver:OutboundPartyContainer = "Destination"

Driver:InboundPartyContainer = "Originator"

UserData:

(Int) Destination

(Int) Originator

And/Or

(Str) Destination

(Str) Originator

43262

87654 str_43262 str_87654

Important note!

If the modification of the Work Item name is going to be used and if DNIS and

ANI attributes are represented in the TEvents, then it is recommended to use the following values:

InboundPartyContainer

OutboundPartyContainer

ANI

DNIS

It is possible to use modification of the appearance of the Work Item name on the Communications Toolbar with single commands with Command Data.

See the following example of

Command:ConferenceTransferToPhone

If parameters are defined in Siebel configuration as follows:

Driver:OutboundPartyContainer = "Destination"

Driver:InboundPartyContainer = "Originator" then

Param.Originator

and

Param.Destination

can be defined in a

CmdData

to define destination and originator of the call.

So,

Command:ConferenceTransferToPhone

can be defined as follows:

[ Command:ConferenceTransferToPhone]

Gplus Adapter for Siebel CRM—Deployment Guide 223

Chapter 5: Configuration and Installation of the Voice Component Driver Settings

DeviceCommand = "ConferenceInit"

Description = "Conference Transfer to "{@Phone}""

CmdData = "ConferenceTransferToPhone"

OnEditControl = "TRUE"

Hidden = "TRUE"

CmdChannelOnFocus = "TRUE"

Profile = "Sergo Voice"

[CmdData:ConferenceTransferToPhone]

AttachContext = "TRUE"

RequiredField.@Phone = "?*"

Param.PhoneNumber = "{@Phone:PhoneTypeLookup}"

Param.CallNotifyText = "Conference transfer from {@UserName} ..."

Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"

Param.Originator = "{@SelectedDN}"

Param.Destination = "{@Phone:PhoneTypeLookup}"

When conference is initiated from the Siebel Toolbar, then phone number from

EditControl box on the Toolbar and SelectedDN will be the call destination and call originator.

When using Parameters in a Command Data (User Data) for substitution, T-

Server option consult-user-data

must be set to separate

(not joint

). It separates UserData attached to the call and this attached data is kept separate and not overwritten by the other data from consult calls.

Gplus Adapter Application Name

The Configuration parameter

Driver:AdapterAppName

defines the application name that will be sent to T-Server when the Adapter opens a connection to this

T-Server.

If the parameter was not defined in the Siebel configuration, then the default value is used, which is

Gplus adapter

. For example:

Driver:AdapterAppName= "GP Adapter"

ADDP Support

The Gplus Adapter supports the Advanced Disconnect Detection Protocol

(ADDP). ADDP allows the Adapter to detect disconnections from T-Server. To enable this protocol and configure it in the Gplus Adapter, you must define the following parameters in the Adapter's configuration. (These parameters are

also described in Table 15 on page 204 .)

224 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Agent Work Modes Emulation

•

Driver:Timeout - This parameter defines a time interval, in seconds, during which the Adapter waits for an ADDP response from the T-Server. ADDP is disabled if this parameter is not defined or if the value is set to 0.

•

Driver:RemoteTimeout - This parameter defines a time interval, in seconds, during which the T-Server waits for an ADDP response from the

Adapter.

•

Driver:TraceMode - This parameter defines an ADDP trace mode in

T-Server and/or in Adapter log files. The value of this parameter affects log generation only. ADDP polling messages and the algorithm for disconnection detection remain the same, regardless of the value set here.

Warning!

To avoid false detection of disconnect states that might occur because of normal delays in the data network, Genesys recommends that you set the ADDP timeouts to values greater than

10 seconds, and that you set all local ADDP timeouts to the same value.

Agent Work Modes Emulation

The Gplus Adapter can emulate the work modes AgentManualIn and

AgentAutoIn for some switches that normally do not support these modes. For such switches, the value of parameter

Service:AgentWorkMode

can be set to allow emulation of an agent work mode.

Emulation means that the an agent state could be changed by GPlus Adapter according to the work mode defined in a Siebel configuration. Agent work mode is defined in a Siebel configuration by the value of parameter

Service:AgentWorkMode or AgentWorkMode parameter sent with NotReady,

Ready, ChangeNotReadyState or Login Device Commands.

The default value of parameter

Service:AgentWorkMode

AgentWorkModeUnknown

Agent work mode could be changed when an agent invokes Device Command

NotReady, Ready, ChangeNotReadyState or Login with parameter

AgentWorkMode set to the new value.

The valid values of AgentWorkMode and corresponding desktop behavior can be summarized as follows:

•

If AgentWorkMode is equal to AgentWorkModeUnknown, then the Gplus

Adapter does not change the agent state after login or when an agent has a a call on a the agent teleset. It is possible that some switches may change the agent’s state by distributing T-Events according to the switch configuration and functionality.

Gplus Adapter for Siebel CRM—Deployment Guide 225

Chapter 5: Configuration and Installation of the Voice Component Agent States on Telesets with Multiple Positions and

•

If AgentWorkMode is equal to AgentManualIn, then (if the agent state is

Ready) the Adapter sets an agent state to Not Ready after login or after an the agent answers a call on the agent’s teleset. This happens only if the switch and T-Server are allowed to set the agent to the NotReady state when the agent has a call on the DN.

•

If AgentWorkMode is equal to AgentAutoIn, then (if the agent state is Not

Ready) the Adapter changes an agent state to Ready immediately after login and after a call is released. The Adapter changes the state only if the state after login was NotReady or if the agent state on call was NotReady.

For the switches that do not support emulation of the work modes, the value of the configuration parameter Service:AgentWorkMode must be set to either

“CHANGE_ME” or “AgentWorkModeUnknown”. The Ericsson MD-110, the

Siemens Realtis-DX (iSDX), and Aspect Call Center are examples of such switches.

Agent States on Telesets with Multiple

Positions and ACD Queues

Some switches, such as the Ericsson MD-110, support telesets with multiple positions and ACD Queues.

In such environments, an agent can be logged into multiple Queues. Also, before login into Siebel, an agent can be in different and even opposite states on different Positions residing on the same teleset.

Siebel cannot support and maintain an Agent state, DN Forwarding Status, and

DoNotDisturb state individually for each DN for such switches.

For such switches, the Agent state, DN Forwarding Status, and DoNotDisturb

(DND) status are maintained by the Gplus Adapter only for the whole teleset.

The general rules for this environment are as follows:

•

An agent is considered to be in a Ready(NotReady) state if the agent is in the Ready(NotReady) state on at least one of the Agent’s teleset DNs.

•

The forwarding state of the Agent’s teleset is considered to be “ON” if forwarding is set on one of the Agent’s teleset DNs.

•

The DoNotDisturb (DND) state of the Agent’s teleset is considered to be

“ON” if DND is set on one of the Agent’s teleset DNs.

If, before logging into Siebel, an agent has different Ready states on different

DNs that belong to the same teleset, then, after login to Siebel, the agent can synchronize his or her state on all telesets DNs by using the Ready/NotReady

Commands on the Communications Toolbar. This is generally recommended.

When you perform this synchronization of agent states on different DNs, you may get an error message such as “Set is in target state”. This indicates that you were already in the requested state on some DN or DNs on this teleset.

226 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Log Files

If, before logging into Siebel, an agent has a DN forwarding state set on any

DN that belongs to the same teleset, then the DN forwarding state on all teleset

DNs can be synchronized. This is generally recommended. After logging into

Siebel, you can do this by invoking the ForwardCall or CancelForwardCall device commands on the Communications Toolbar.

If, before logging into Siebel, an Agent has set DoNotDisturb (DND) states on any DN that belongs to the same teleset, then the DoNotDisturb (DND) states on all teleset DNs can be synchronized. This is generally recommended. After logging into Siebel, the agent can do this by invoking the SetBusy or

CancelBusy device commands on the Communications Toolbar.

Log Files

All Gplus Adapter for Siebel CRM Voice Log messages are now processed by the Genesys Gplus Communication Server. File names of the log files are defined in the log section of the Genesys Gplus Communication Server application in Genesys Configuration Manager. See details for configuration of

the log file output in “Log Section” on page 40

of Chapter 2, “Configuration and Installation of the Gplus Communication Server for Siebel CRM.”

Driver Commands and Events

This section provides a complete list of all driver commands and events for the

Voice Component, including the Outbound Contact feature, and Expert

Contact feature. For additional information, refer also to deployment guides and developer’s guide for related products.

Driver Commands for the Voice Component

Table 17

contains a complete list of all of the driver commands for the Voice

Component. These commands may be used in the Siebel Communications

Configuration as device commands for communication commands.

Table 17: Driver Commands

Name

AnswerCall

ReleaseCall

TransferSStep

TransferMute

Component/

Feature

Voice

Description

Answer incoming call

Release call

Single-step transfer of the selected call

Mute transfer of the selected call

Gplus Adapter for Siebel CRM—Deployment Guide 227

Chapter 5: Configuration and Installation of the Voice Component Driver Commands and Events

Table 17: Driver Commands (Continued)

Name

TransferInit

TransferComplete

ReconnectCall (previously,

RetrieveCall)

Component/

Feature

Voice

HoldCall

ResumeCall

ResumeInactiveCall

MakeCall

ConferenceSStep

ConferenceInit

ConferenceComplete

DeleteFromConference

LogOut

Ready

NotReady

ChangeNotReadyState

SetActiveCall

ForwardCall

CancelForwardCall

ToggleForward

Voice

Description

Initiate two-step transfer

Complete two-step transfer

Reconnects the original call initiated using

ConferenceInit or TransferInit before

ConferenenceComplete or TransferComplete

Places the selected call on hold

Reconnects a call that was on hold

Reconnects a callback that was on hold

Make an outbound call

Initiate a single-step conference

Initiate a two-step conference

Complete a two-step conference

Deletes a party from a conference call

Logs in an agent

Logs out an agent

Switches an agent’s readiness state to Ready on all agent DNs if agent’s state was

NotReady.

Switches an agent’s readiness state to

NotReady on all agent DNs if the agent’s state was Ready.

Switches the agent’s readiness state from

Ready to NotReady or from NotReady to

Ready on all agent DNs.

Notify driver that currently selected call has changed

Initiates call forwarding

Cancels call forwarding

Turns call forwarding on or off

228 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Driver Commands and Events

Table 17: Driver Commands (Continued)

Name

SetBusy

CancelBusy

ChangeBusyState

AttachData

SendUserEvent

UpdateUserData

DeleteUserData

QueryAddress

SendUserEventOnCommDN

CallSupervisor

EmergencyKey

KwOnCall

KwPreviewIntReject

Component/

Feature

Voice

Description

Sets Do Not Disturb mode for all of an agent’s

DNs

Cancels Do Not Disturb mode for all of an agent’s DNs

Turns Do Not Disturb mode on or off

Attaches user data to the selected call

Sends User Event to the selected DN

Updates the user data that is attached to the selected call

Removes specified user data from the attached data for the selected call

Sends query to T-Server to return information about a specified DN and ACD Queue

Sends a user event to a Communication DN

When the agent is on an ACD call, this command initiates a conference leg to the agent’s supervisor. The supervisor must push the “Answer Agent” key to complete the call leg to the supervisor.

When the agent is on an ACD call, this command initiates a conference leg to the agent’s supervisor and to a recording device, if such a device is installed. The supervisor must push the “Answer Emergency” key to establish the call leg.

Expert Contact Feature

Expert Contact Informs CTI-Less T-Server that the Expert is

On Call

Expert Contact Rejects incoming Preview interaction

Gplus Adapter for Siebel CRM—Deployment Guide 229

Chapter 5: Configuration and Installation of the Voice Component Driver Commands and Events

Table 17: Driver Commands (Continued)

Name

KwPartyStatusResponse

Component/

Feature

Expert Contact

Description

Agent provides current call status in response to KwPartyStatusRequest. Configurable on the CTI-Less T-Server side.

PreviewDialingModeStart

PreviewDialingModeOver

PreviewRecordRequest

Outbound Contact Feature

Outbound Contact Starts the Preview Dialing Mode

Outbound Contact Ends the Preview Dialing Mode

Outbound Contact Requests a Preview record

UpdateCallCompletionStats

RecordProcessed

RecordReject

RequestRecordCancel

RecordReschedule

ScheduleRecordReschedule

DoNotCall

ChainedRecordRequest

AddRecord

Outbound Contact

Updates call statistics and values

Completes record processing

Outbound Contact Rejects record

Outbound Contact Cancels a record for a particular campaign

Outbound Contact Reschedules a record

Outbound Contact Reschedules a record (same as

RecordReschedule)

Outbound Contact Marks phone, record, chain, or customer as

Do Not Call

Outbound Contact Requests the rest of the chain

Outbound Contact Adds record to the chain

Web Callback Feature

(Not supported starting from version 7.2)

CALLBACK_REJECTED

CALLBACK_ACCEPTED

CALLBACK_DONE

VCBServiceStatus

Web Callback

Reject a web callback request

Accept a web callback request

Web callback request was successfully made

Voice Callback Feature

Voice Callback Starts the Voice Callback session

230 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Support for the Emergency/Supervisor Key

Table 17: Driver Commands (Continued)

Name

VCBCancel

Component/

Feature

Voice Callback

VCBReschedule

VCBAdd

VCBProcessed

VCBReject

Voice Callback

Description

Cancels Voice Callback and deletes request from Voice Callback server

Reschedules Voice Callback

Creates new Voice callabck and submits for processing

Marks Callback record as done

Rejects Callback record for rerouting to other agents

Support for the Emergency/Supervisor Key

The Gplus Adapter 7.5 for Siebel CRM has the capability to create a no-hold conference call leg to a supervisor or emergency DN. This feature is supported only on the Nortel Symposium switch.

With a properly customized Communications Toolbar, an agent can press a button to initiate a special type of conference request. By doing so, the agent issues a

TPrivateService

to initiate a no-hold conference. The no-hold conference allows the agent to dial and conference without putting the customer on hold.

Invoking the CallSupervisor feature when the agent is in an ACD call initiates a conference leg to the agent’s supervisor. The supervisor must click the

Answer Agent button on the phone, which establishes that call leg to the supervisor. Invoking the

EmergencyKey

feature initiates a conference leg to the agent’s supervisor, and, if installed, to a recording device. The acting supervisor must answer the call by clicking the Answer Emergency button on the supervisor’s phone set.

Note:

This command is supported by the Adapter; but the customer must create a custom button to implement this feature.

This new functionality includes two device commands,

CallSupervisor

and

EmergencyKey

, to invoke corresponding functions. These are described below.

Gplus Adapter for Siebel CRM—Deployment Guide 231

Chapter 5: Configuration and Installation of the Voice Component Support for the Emergency/Supervisor Key

Note:

Both device commands (

CallSupervisor

and

EmergencyKey

) can be invoked without parameters. Parameter TrackingID can be defined in the [CmdData: ] section of Command. For details about this

functionality, see “Parameter TrackingID” on page 233

CallSupervisor

Invoking the CallSupervisor DeviceCommand when the agent is in an ACD call initiates a conference leg to the agents supervisor. The supervisor must press the “Answer Agent” button, which establishes that call leg to the supervisor. For details about CallSupervisor configuration, refer to the configuration sample below.

If the CallSupervisor service is invoked:

•

If the Agent releases the call, call is released from the Agent DN. The call between the contact and supervisor phones persists

•

If the customer releases the call, an EventReleased message is received on

Agent DN, but the call between the agent and supervisor phones persists.

•

Calls through the ACD queue are not distributed to the agent.

•

After this call is released, ACD queue will continue to distribute calls to the agent DN.

CallSupervisor Configuration Sample

[Command:CallSupervisor]

; For Nortel Meridian CallCenterSymposium ONLY!

DeviceCommand = "CallSupervisor"

Description = "Call Supervisor request"

CmdData = "CallSupervisor"

Hidden = "TRUE"

CmdChannelOnFocus = "TRUE"

Profile = "Gplus Voice"

[CmdData:CallSupervisor]

Param.TrackingID =

"{@SelectedWorkItem:DriverWorkTrackID}"

EmergencyKey

Invoking the EmergencyKey DeviceCommand initiates a conference leg to the agent’s supervisor, and, if installed, to a recording device. The acting supervisor must answer the call by pressing the “Answer Emergency” button on the supervisor’s phone set. For details about EmergencyKey configuration, refer to the configuration sample below.

232 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Support for the Emergency/Supervisor Key

If the EmergencyKey service is invoked:

•

If the Agent releases the call, then the call is released on the supervisor’s phone, the contact’s phone, and the Agent’s phone;

•

If the contact releases the call, there is no CTI messaging, and the call between the agent and supervisor phones persists. After releasing this call, an EventReleased message is received on the Agent DN.

EmergencyKey Configuration Sample

[Command:EmergencyKey]

; For Nortel Meridian CallCenterSymposium ONLY!

DeviceCommand = "EmergencyKey"

Description = "Emergency request"

CmdData = "EmergencyKey"

Hidden = "TRUE"

CmdChannelOnFocus = "TRUE"

Profile = "Gplus Voice"

[CmdData:EmergencyKey]

Param.TrackingID =

"{@SelectedWorkItem:DriverWorkTrackID}"

Parameter TrackingID

Both device commands (CallSupervisor and EmergencyKey) can be invoked without parameters. Parameter TrackingID can be defined in the [CmdData: ] section of Command or it can be omitted. If parameter TrackingID is defined in the [CmdData: ] section, then the Gplus Adapter will use this value to identify the call to which the CallSupervisor or EmergencyKey Device

Command is applicable. If Parameter TrackingID is not defined or if Siebel

Communication Server supplies the empty string value for this parameter, then

CallSupervisor or EmergencyKey Device Command is called for the current call.

DoNotDisturb Status

DoNotDisturb (DND) status can be set to ON or OFF on the DN with these

Device Commands:

SetBusy, CancelBusy,

and

ChangeBusyState.

When the DND status is established for a DN, then calls are not distributed to or received by this DN.

Some switches and T-Servers (Avaya INDeX, for example) do not provide this information about DND status when they register DNs. When these switches are used, if a DND state was set to “ON” on the DN, and then an agent logs in to Siebel, the Communications Toolbar indicates that the DND state is OFF

(the default value). In order to synchronize the DND state on the switch for this

Gplus Adapter for Siebel CRM—Deployment Guide 233

Chapter 5: Configuration and Installation of the Voice Component Support for the Emergency/Supervisor Key

DN with the DND state shown on the Siebel Communications Toolbar, the agent must use the phone to switch off the DND state.

When the Gplus Adapter works with such switches, the agent must perform the same synchronization of the DND state if a T-Server restarts after the DND state was set to “ON” on the switch.

Driver Events for the Voice Component

This section describes the device events implemented by the Voice

Component. A device event is a notification of a communications occurrence that the Siebel client receives from the Communications driver (the Gplus

Adapter in this case) along with some data fields (parameters).

For example, when a connection between the agent’s phone and the destination is established for an incoming or outbound call, the Siebel client can be notified with the EventEstablished device event with associated data

(parameters), such as

OtherDN, ANI

and others shown in Table 19, “Parameters

Used with Device Events of the Voice Component,” on page 238 . For further

information, see the Siebel Communications Server Administration Guide.

The parameters used with the device events are listed in Table 19 on page 238

Descriptions of the device events begin with the topic, “Detailed Descriptions of Device Events” on page 286 .

The following table contains the description of Communications driver events.

These events may be used in Siebel Communications Configuration as device events for communications events.

Table 18: Communications Driver Events

Name

EventDialing

EventRinging

EventEstablished

EventReleased

EventHeld

EventRetrieved

EventUserDataChanged

EventRegistered

EventUnregistered

Voice

Feature/

Configuration

Voice Component

Voice

Description

Dialing notification when making a call.

Incoming call ringing.

Call established (inbound or outbound).

Call released or abandoned.

Call is held.

Call is retrieved.

Call user data changed.

DN is registered.

DN is unregistered.

234 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Support for the Emergency/Supervisor Key

Table 18: Communications Driver Events (Continued)

Name

EventCallForwardSet

EventCallForwardCancel

EventAgentBusy

EventAgentNotBusy

EventAgentLogin

EventAgentLogout

EventAgentReady

EventAgentNotReady

EventServerConnected

EventServerDisconnected

EventError

EventACK

EventUserEvent

EventPartyChanged

EventPartyAdded

EventPartyDeleted

EventPartyInfo

EventKwPreviewIntError

EventKwPreviewRequest

Feature/

Configuration

Voice

Description

Call forwarding is set.

Call forwarding is canceled.

Do Not Disturb mode has been set.

Do Not Disturb mode has been canceled.

Agent is logged in.

Agent is logged out.

Agent became ready.

Voice

Error received from T-Server.

T-Server has acknowledged a request received from a client application. The event is a response to TSendUserEvent.

User event from another client application.

Call party was replaced by another party.

Voice

Party was added to the conference call.

Party was deleted from the conference call.

Voice Information about call parties.

Expert Contact Feature

Expert Contact

Agent became not ready.

Connection to T-Server is established.

Connection to T-Server is lost.

Preview Interaction error

Preview interacting request

Preview interaction canceled by T-Server

Response from T-Server that interaction was accepted

Gplus Adapter for Siebel CRM—Deployment Guide 235

Chapter 5: Configuration and Installation of the Voice Component Support for the Emergency/Supervisor Key

Table 18: Communications Driver Events (Continued)

Name

Feature/

Configuration

EventKwError Expert Contact

Description

Response from T-Server that interaction was rejected

CTI-Less T-Server error

EventKwPartyStatusAck

EventAddRecordAck

EventCampaignLoaded

EventCampaignModeChanged

EventCampaignStarted

EventCampaignStopped

EventCampaignUnloaded

Response from CTI-Less T-Server after agent clicks On Call button.

Request from CTI-Less T-Server to provide current call status.

Expert Contact Acknowledge that party status request was submitted to CTI-less T-Server

Outbound Contact Feature

Outbound Contact

EventChainedRecord Outbound Contact

EventChainedRecordDataEnd Outbound Contact

EventChainedWorkItemChanged Outbound Contact

Record has been added.

Campaign has been loaded.

Campaign mode has been changed.

Campaign has started.

Campaign has stopped.

Campaign has been unloaded.

EventCurrentWorkItemChanged

EventOCSError

EventScheduleCall

EventPreviewModeOverAck

EventPreviewModeStartAck

EventPreviewRecord

Outbound Contact

Chained record delivered.

Whole chain delivered.

Chained work item in the Work Items list changed.

Work item in the Work Items list changed.

Outbound Contact Server error.

Scheduled record delivered.

Preview Dialing session is over.

Preview Dialing session has been started.

Preview record delivered.

236 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Support for the Emergency/Supervisor Key

Table 18: Communications Driver Events (Continued)

Name

EventPreviewRecordEmpty

EventRecordProcessedAck

EventRecordRejectAck

EventRecordCancelAck

EventRecordRemove

EventRecordRescheduleAck

EventSchRecordRescheduleAck

EventUpdCallComplStatsAck

EventLogOutTime

EventLogOutAck

EventCallBackRequest

EventCallbackCancel

EventCallBackRejected

EventCallBackDone

Feature/

Configuration

Outbound Contact

Description

No more records exists in the Outbound

Contact Server database.

Record has been processed.

Record has been rejected.

Record has been canceled.

Request to remove record from desktop.

Record has been rescheduled.

Scheduled record has been rescheduled

(same as

RecordRescheduledAcknowledge).

Call statistics and values have been updated.

Notification from Outbound Contact

Server about the time left until an agent logs out in Predictive Dialing mode.

Outbound Contact Automatic logout acknowledge.

Web Callback Feature

(Not supported starting from version 7.2)

Web Callback Request for a web callback.

Web Callback

Record has been canceled.

Record has been rejected.

Record call back was successfully made.

Parameters of the T-Library Event

Table 19 on page 238 lists parameters of the T-Library Event that can be used

by the Voice Component as parameters sent to Siebel when the event handler is invoked. Use this list in combination with the topic, Device Events for the

Gplus Adapter for Siebel CRM—Deployment Guide 237

Chapter 5: Configuration and Installation of the Voice Component Support for the Emergency/Supervisor Key

Voice Component under “Detailed Descriptions of Device Events” on page 286

Table 19: Parameters Used with Device Events of the Voice Component

Parameter

Name

ConnID

CallType

Type

Mandatory

Description

ThisDN

OtherDN

ANI

DNIS

PreviousConn

ErrorCode

ErrorMessage

AgentID

ThisQueue

Optional

ThirdPartyDN Optional

Optional

CollectedDigits Optional

Server Version Optional

CustomerID Optional

HomeLocation Optional

ConnectionID.

Call types are Incoming, Outbound, Internal,

ConsultTransfer, ConsultConference, Consult or

Unknown. See Table 20 on page 239 for a description of

call types.

ThisDN TEvent attribute (agent’s DN, which received the call).

OtherDN TEvent attribute, OriginationDN in case of internal call.

ThirdPartyDN TEvent attribute, origination of the transferred or conferenced call.

ANI (Automatic Number Identification).

DNIS (Dialed Number Identification Service).

Previous ConnectionID: The ConnectionID of the held call, if any.

Error Code if TEvent is EventError.

Error message if TEvent is EventError.

This parameter uniquely identifies the agent.

The directory number of the most significant ACD group in relation to a specific event.

The digits that have been collected by the device collecting the digits (for example, an IVR).

The version (release umber) of the running T-Server.

A pointer to the string containing the assigned Customer

(Tenant) identifier through which the processing of the call was initiated.

A pointer to the name of the host where T-Server is running.

238 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Support for the Emergency/Supervisor Key

Table 19: Parameters Used with Device Events of the Voice Component (Continued)

Parameter

Name

Type

AccessNumber Optional

Description

Place

ReferenceID

CallState

WorkMode

ThisTrunk

ThisDNRole

MediaType

All others

Optional

A pointer to a number derived when a client application dials from the specified switch, and allows the user to reach a specific External Routing Point.

Place attribute of TEvent.

ReferenceID is a unique identifier generated by a T-

Server client and attached to the request this client sends to T-Server.

The current status of the call the event relates to.

Agent work mode.

The identifier or the most significant trunk in relation to a specific event.

The role of the telephony object specified by ThisDN.

The MediaType attribute of TEvent.

The call’s user data.

Call Types

The Gplus Adapter reports call types to Siebel using,

CallType

and

CallTypeExt

fields. Original information about call types comes in a CallType

Attribute of TEvent. The Gplus Adapter defines the CallTypeExt field based on the CallType and call flow. In the CallType field, the Adapter sends integer values, while the CallTypeExt field sends values of type string. In this release the way Gplus Adapter reports call types to Siebel has changed.

Table 20

lists the possible call types for the Gplus Adapter.

Table 20: Call Type Fields

CallType

0 (for Unknown)

1 (for Internal)

CallTypeExt Description

Unknown or any other

CallTypeExt value

Call type is unknown. The Adapter cannot define call type based on call flow.

InternalTo Internal call (for example, agent-to-agent call).

InternalFrom

Internal

Internal call (for example, agent-to-agent call).

An agent is on a call with another agent. The Adapter cannot define who initiated the call.

Gplus Adapter for Siebel CRM—Deployment Guide 239

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Table 20: Call Type Fields (Continued)

CallType

1 (for Internal)

2 (for Inbound)

3 (for Outbound)

4 (for Consult)

CallTypeExt

Conference

Inbound

Conference

Outbound

Conference

ConsultTransfer

4 (for Consult)

ConsultConference

ConsultTo

ConsultFrom

Description

There are more than two parties on the call.

Inbound call from customer.

There are more than two parties on the call.

Outbound call to customer.

There are more than two parties on the call.

Consult call when an agent tries to transfer a call to another agent.

Consult call when an agent tries to initiate a conference call with another agent.

When an agent initiates a Transfer/Conference by using the phone (not the Siebel Communications Toolbar).

When the Consult call type is used, the Gplus Adapter is not notified by T-Server of the specific action in progress, for example, if it is a Transfer or a Conference or if an agent put the current call on hold and made another call.

Consult call to the agent’s DN.

Detailed Descriptions of Device

Commands

This section provides detailed descriptions of device commands that are supported by the Gplus Adapter Voice Component. A device command is a feature of the Communications driver (Gplus Adapter in this case) that can execute a particular function, implemented in a driver.

Usually the command is a request from the Siebel client to the

Communications driver to make a call, accept a call, transfer a call or make a conference with another Agent and so on.

The following tables use the terms

, and

, which are defined below:

The term < datasetParam

> is used in the tables to describe the set of parameters for a particular device command. The < datasetParam

> is a set of parameters that are defined in the command data with the prefix

Param.

The term <AttributeExtensions> designates a specific subset of the

. This subset of the parameters is defined in a

240 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

in a specific way. See the description of “AttributeExtensions Parameter” on page 175

. If

are defined in a

, then these parameters are sent as attribute extensions with request to T-Server invoked by this device command.

The term <

Other parameters

> designates a subset of the < datasetParam

>. The subset of the parameters defined in a < datasetParam

> is included as user data

(with some exclusions) in the T-Server request. Any exclusions in these parameters are identified in the command descriptions.

The following commands are implemented in the Gplus Adapter and may be used in the Siebel Communications Configuration as device commands. For information about Siebel device commands, see Siebel documentation.

Basic Voice Device Commands

This section provides detailed descriptions of the Basic Voice feature device commands.

AnswerCall

Description stringParam

Answers incoming call.

Not used

TrackingID Optional

datasetParam

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Gplus Adapter for Siebel CRM—Deployment Guide 241

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

ReleaseCall

Description stringParam datasetParam

Releases (disconnects) current call.

Not used

TrackingID Optional

ReasonCode

Attribute

Extensions

Optional

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

TransferMute

Description stringParam

Performs a mute transfer of the selected call. The CallNofifyText parameter conveys status information to the second agent. The

RemoteConnectStr parameter is required for transfers to another contact center. For the switches that do not support Mute Transfer, but do support Single Step Transfer, the Adapter will invoke the request to TServer to perform Single Step Transfer.

Destination number

Either stringParam or

PhoneNumber must be defined.

242 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

datasetParam

TrackingID Optional

PhoneNumber Either

PhoneNumber or stringParam must be defined.

Destination number. If not present, the stringParam will be used.

ReasonCode Optional

Attribute

Extensions

Optional

The value of the ReasonCode will be sent to the T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

Optional

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Exclusion from user data:

RemoteConnectStr,

PhoneNumber, ThisDN,

Digits, MonitorType,

ReasonCode,

HeldCallID,

AttributeExtensions,

StringAttributeExtensions,

IntAttributeExtensions

And corresponding to the

AttributeExtensions set of parameters,

Gplus Adapter for Siebel CRM—Deployment Guide 243

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

TransferInit

Description stringParam datasetParam

Initiates a two-step transfer of the selected call. The caller is put on hold, and the current agent dials another agent’s extension. The

CallNofityText parameter conveys status information to the second agent. The RemoteConnectStr parameter is required for transfers to another contact center.

Destination number

TrackingID

Either stringParam or

PhoneNumber must be defined.

Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

244 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

PhoneNumber Either

PhoneNumber or stringParam must be defined.

Destination number. If not present, the stringParam will be used.

ReasonCode Optional

Attribute

Extensions

Optional

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

Optional Exclusion from user data:

RemoteConnectStr,

PhoneNumber, ThisDN,

Digits, MonitorType,

ReasonCode,

HeldCallID,

AttributeExtensions,

StringAttributeExtensions,

IntAttributeExtensions

And corresponding to the

AttributeExtensions set of parameters,

Gplus Adapter for Siebel CRM—Deployment Guide 245

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

TransferComplete

Description

Completes a two-step transfer of the selected call. Completes the consultative transfer. The current agent is disconnected and the caller is connected to the agent to whom the call was transferred.

stringParam

Not used

TrackingID Optional

datasetParam

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

ReconnectCall

Description stringParam datasetParam

Reconnects the original call initiated using ConferenceInit or

TransferInit before ConferenenceComplete or TransferComplete.

Not used

TrackingID Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

HoldCall

Description stringParam datasetParam

Places the selected call on hold.

Not used

TrackingID Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

ResumeCall

Description

Reconnects a call that was on hold.

246 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component

stringParam

Not used

TrackingID

datasetParam

Optional

Detailed Descriptions of Device Commands

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

ResumeInactiveCall

Description stringParam

Reconnects a callback that was on hold.

Not used

TrackingID Optional

datasetParam

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

MakeCall

Description stringParam datasetParam

Places an outbound call. The CallNotifyText parameter is used only for internal calls.

Destination number

Either stringParam or

PhoneNumber must be defined.

TrackingID Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Gplus Adapter for Siebel CRM—Deployment Guide 247

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

PhoneNumber Either

PhoneNumber or stringParam must be defined.

Destination number. If not present, the stringParam will be used instead.

ReasonCode Optional

Attribute

Extensions

Optional

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

Optional Exclusion from user data:

RemoteConnectStr,

PhoneNumber, ThisDN,

Digits, MonitorType,

ReasonCode,

HeldCallID,

AttributeExtensions,

StringAttributeExtensions,

IntAttributeExtensions

And corresponding to the

AttributeExtensions set of parameters,

248 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

ConferenceSStep

Description stringParam datasetParam

Begin a single-step conference. The CallNofityText parameter conveys status information to the second agent. The

RemoteConnectStr parameter is required for conferences between contact centers.

Destination number

Either stringParam or

PhoneNumber must be defined.

TrackingID Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Gplus Adapter for Siebel CRM—Deployment Guide 249

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

PhoneNumber Either

PhoneNumber or stringParam must be defined.

Destination number. If not present, the stringParam will be used instead.

ReasonCode Optional

Attribute

Extensions

Optional

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

Optional Exclusion from user data:

RemoteConnectStr,

PhoneNumber, ThisDN,

Digits, MonitorType,

ReasonCode,

HeldCallID,

AttributeExtensions,

StringAttributeExtensions,

IntAttributeExtensions

And corresponding to the

AttributeExtensions set of parameters,

250 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

ConferenceInit

Description stringParam datasetParam

Initiates a two-step conference. The caller is put on hold, and the current agent dials another agent’s extension. The CallNofityText parameter conveys status information to the second agent. The

RemoteConnectStr parameter is required for conferences between contact centers.

Destination number

TrackingID

Either stringParam or

PhoneNumber must be defined.

Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Gplus Adapter for Siebel CRM—Deployment Guide 251

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

PhoneNumber Either

PhoneNumber or stringParam must be defined.

Destination number. If not present, the stringParam will be used instead.

ReasonCode Optional

Attribute

Extensions

Optional

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

Optional Exclusion from user data:

RemoteConnectStr,

PhoneNumber, ThisDN,

Digits, MonitorType,

ReasonCode,

HeldCallID,

AttributeExtensions,

StringAttributeExtensions,

IntAttributeExtensions

And corresponding to the

AttributeExtensions set of parameters,

252 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

ConferenceComplete

Description stringParam datasetParam

Completes a two-step conference. The caller and the agents in conference can now talk to each other at the same time.

Not used

TrackingID Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

DeleteFromConference

Description stringParam datasetParam

Deletes a party that is specified by the parameter PhoneNumber from a conference call. If parameter PhoneNumber is not defined, then stringParam will be used instead.

Destination number

Either stringParam or

PhoneNumber must be defined.

Defines the party to be deleted from a conference call.

TrackingID Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Gplus Adapter for Siebel CRM—Deployment Guide 253

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

PhoneNumber Either

PhoneNumber or stringParam must be defined.

Defines the party to be deleted from a conference call. If not present, the stringParam will be used instead.

ReasonCode Optional

Attribute

Extensions

Optional

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

LogIn

Description stringParam datasetParam

Logs in an agent to one or multiple queues. If an agent’s teleset contains multiple DNs, the agent will only be logged into the first

DN.

Not used

ACDQueue Optional

AgentID Mandatory

List of ACD queue numbers, separated by commas.

AgentID

254 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component

AgentPin

AgentWork

Mode

ReasonCode

Attribute

Extensions

Optional

Detailed Descriptions of Device Commands

Agent password

Work mode that is to be set for an agent. AgentWorkMode will be sent to T-Server as a workmode parameter. Default value is 0.

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

LogOut

Description stringParam datasetParam

Logs out an agent from one or all of the queues. If the agent’s teleset contains multiple DNs, the agent will only be logged out of the first DN.

Not used

ReasonCode Optional The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Gplus Adapter for Siebel CRM—Deployment Guide 255

Chapter 5: Configuration and Installation of the Voice Component

Attribute

Extensions

ACDQueue

Optional

Detailed Descriptions of Device Commands

Attribute Extensions will be sent with request to T-Server as described in the following sections:

The ACD queue an agent logs out from.

Ready

Description stringParam datasetParam

Switches an agent’s readiness state to NotReady on all agent DNs if agent’s state was Ready.

Not used

AgentWork

Mode

Optional

ReasonCode

Attribute

Extensions

Optional

Work mode that is to be set for the agent. AgentWorkMode will be sent to T-Server as a workmode parameter. Default value is 0.

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

ACDQueue Optional A list of ACD queue numbers, separated by commas.

256 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

NotReady

Description stringParam datasetParam

Switches an agent’s readiness state to NotReady on all agent DNs if the agent’s state was Ready.

Not used

AgentWork

Mode

Optional

ReasonCode

Attribute

Extensions

Optional

Work mode that is to be set for the agent. AgentWorkMode will be sent to T-Server as a workmode parameter. Default value is 0.

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

ACDQueue Optional A list of ACD queue numbers, separated by commas.

Gplus Adapter for Siebel CRM—Deployment Guide 257

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

ChangeNotReadyState

Description stringParam

Switches an agent’s readiness state from Ready to NotReady or from NotReady to Ready on all agent DNs.

Not used

AgentWork

Mode

Optional

datasetParam

ReasonCode

Attribute

Extensions

Optional

Work mode that is to be set for the agent. AgentWorkMode will be sent to T-Server as a workmode parameter. Default value is 0.

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

“CallSupervisor” on page 232 .

ACDQueue Optional A list of ACD queue numbers, separated by commas.

SetActiveCall

Description

Notifies the driver that a call, currently selected in the

Communications Toolbar, has been changed. The Driver will update all command statuses for the new selected call.

stringParam

Not used

datasetParam

TrackingID Mandatory Work item TrackingID.

258 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

ForwardCall

Description stringParam datasetParam

Initiates call forwarding.

Destination number

Either stringParam or

PhoneNumber must be defined.

PhoneNumber Either

PhoneNumber or stringParam must be defined.

Destination number. If not present, the stringParam will be used.

Mode Optional Call-Forwarding Mode

(numeric value). Default value is 1.

CancelForwardCall

Description stringParam

Cancels call forwarding.

Not used

Mode Optional

datasetParam

Call-Forwarding Mode

(numeric value). Default value is 1.

ToggleForward

Description

Turns call forwarding on or off.

stringParam

Destination number

Either stringParam or

PhoneNumber must be defined.

Gplus Adapter for Siebel CRM—Deployment Guide 259

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

datasetParam

PhoneNumber Either

PhoneNumber or stringParam must be defined.

Destination number. If not present, the stringParam will be used instead.

Mode Optional Call-Forwarding mode

(numeric value). Default value is 1.

SetBusy

Description stringParam

Initiates Do Not Disturb mode for all DNs an agent is logged in to.

Not used

datasetParam

Not used

CancelBusy

Description stringParam

Cancels the Do Not Disturb mode.

Not used

datasetParam

Not used

ToggleForward

Description stringParam

Turns call forwarding on or off.

Destination number

Either stringParam or

PhoneNumber must be defined.

datasetParam

PhoneNumber Either

PhoneNumber or stringParam must be defined.

Destination number. If not present, the stringParam will be used instead.

Mode Optional Call-Forwarding mode

(numeric value). Default value is 1.

260 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

ChangeBusyState

Description stringParam

Turns the Do Not Disturb mode on or off.

Not used

datasetParam

Not used

AttachData

Description stringParam datasetParam

Attaches user data to the selected call. Note that the user data name

TrackingID is invalid.

N/A

TrackingID

N/A

Optional

Optional

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Exclusion from user data:

PhoneNumber

Gplus Adapter for Siebel CRM—Deployment Guide 261

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

SendUserEvent

Description

Sends a user event to the Selected DN. Selected DN is either currently selected extension in the Communications view in the

User Preferences screen or taken from stringParam.

Can be configured to send AgentID and ConnID attributes in the related SendUserEvent. To configure this, the CmdData section of the SendUserEvent device command must include parameters

Attribute.AgentID and Attribute.ConnID, for example:

[Command:SendUserEvent]

Hidden = "TRUE"

Description = "Send user event"

DeviceCommand = "SendUserEvent"

CmdData = "SendUserEvent"

[CmdData:SendUserEvent]

AttachContext = "TRUE"

Param.ThisDN = "{@SelectedDN}"

Param.Attribute.AgentID = "Attribute_AgentID"

Param.Attribute.ConnID = "12340d0000000000"

The Attribute.ConnID value is a 16 digit hexadecimal that defines the ConnID.

If it is required to set the Attribute.AgentID and Attribute.ConnID parameters in the UserData of the UserEvent, then a backslash (\) must be used as an escape symbol before the parameter name.

The backslash (\) directs the Adapter to send a parameter with the name beginning after the backslash as UserData with a

SendUserEvent request. A single backslash without a string is treated as a UserData parameter with key \, for example:

[CmdData:SendUserEvent]

AttachContext = "TRUE"

Param.ThisDN = "{@SelectedDN}"

Param.Attribute.AgentID = "Attribute_AgentID"

Param.Attribute.ConnID = "12340d0000000000"

Param.\Attribute.AgentID = "UserData_Attribute.AgentID"

Param.\Attribute.ConnID = "UserData_84321"

Param.\ = "This_Is_\"

Param.AgentID = "UserData_AgentID"

Then the UserEvent will include the attributes AgentID and

ConnID:

UserData;

(Str) \ This_Is_\

(Str) Attribute.ConnID UserData_84321

(Str) Attribute.AgentID UserData_Attribute.AgentID

(Str) AgentID UserData_AgentID

262 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component

stringParam

Selected DN

(see

“Description”)

TrackingID

Optional

datasetParam

Optional

Detailed Descriptions of Device Commands

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Exclusion from user data:

ThisDN

Gplus Adapter for Siebel CRM—Deployment Guide 263

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

UpdateUserData

Description stringParam datasetParam

Updates user data that is attached to the selected call. Note that user data name “TrackingID” is invalid.

N/A N/A

TrackingID Optional

Optional

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Exclusion from user data:

PhoneNumber

DeleteUserData

Description stringParam datasetParam

Removes user data, specified by <Other parameters> from the user data attached to the selected call. Note that user data name

TrackingID is invalid.

N/A N/A

TrackingID Optional

Optional

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Exclusion from user data:

PhoneNumber

CallSupervisor

Description stringParam

When the agent is on an ACD call, this command initiates a conference leg to the agent’s supervisor. For that call leg to be established, the supervisor must push the “Answer Agent” key to complete the call leg to the supervisor. For more details, see

Not Used

264 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

datasetParam

TrackingID

Either

PhoneNumber or stringParam must be defined.

If the Siebel Communication

Session Manager invokes a particular command with an empty tracking ID, the Gplus

Adapter will try to use the value of Param.TrackingID defined in Command Data.

Optional Exclusion from user data:

AttributeExtensions,

StringAttributeExtensions,

IntAttributeExtensions

And corresponding to the

AttributeExtensions set of parameters,

“EmergencyKey” on page 232 .

EmergencyKey

Description stringParam

Initiates conference leg to the agent’s supervisor and, if installed, to a recording device. The supervisor must push the “Answer

Emergency” key to establish the call leg. For more details, see

Not Used

Gplus Adapter for Siebel CRM—Deployment Guide 265

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

datasetParam

TrackingID

{@SelectedWo rkItem:Driver

WorkTrackID}

If the Siebel Communication

Session Manager invokes a particular command with an empty tracking ID, the Gplus

Adapter will try to use the value of Param.TrackingID defined in Command Data.

Optional Exclusion from user data:

AttributeExtensions,

StringAttributeExtensions,

IntAttributeExtensions

And corresponding to the

AttributeExtensions set of parameters,

QueryAddress*

Description stringParam datasetParam

Sends query to T-Server to return information about DN specified by command parameters ThisDN and ACDQueue. If ThisDN parameter is not defined in the configuration, the default configured DN is used instead.The type of information requested is defined by command parameters: AddressType and

AddressInfoType.

Not Used

ThisDN Optional

ACDQueue

AddressType

(AddressType

Position)

Optional

T-Server will be inquired about the telephony object specified by the this parameter. If not present, default configured DN

(Teleset of type S) is used instead.

List of ACD queue numbers, separated by commas

Type of telephony object in question. Default value is 2.

266 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

AddressInfo

Type

Attribute

Extensions

Optional

Type of the requested information. Default value is

17.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

*The Device Command, QueryAddress together with the set of Command

Data Parameters that are defined in a sample GenComm_universal.def file, synchronize the state of the Communications Toolbar and the state of the agent on a Lucent Definity G3 switch. For information about other switches and how to define the corresponding Command Data Parameters for the

QueryAddress device command, see the T-Server documentation related to the switch you are using.

SendUserEventOnCommDN

Description

Sends a user event to the Communication DN.

stringParam

Destination number

TrackingID

Optional

datasetParam

Optional

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

Exclusion from user data: No exclusions

AlternateCall

Description stringParam datasetParam

Places the active call on hold and reconnects the previously held call.

Gplus Adapter for Siebel CRM—Deployment Guide 267

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

ActiveCallID Optional

HeldCallID Mandatory

ReasonCode Optional

Attribute

Extensions

Optional

Active work item TrackingID.

If not defined, the internally maintained TrackingID will be used.

TrackingID of the work item that is currently on hold.

The value of the ReasonCode will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

Send DTMF

Description stringParam

Sends digits that are interpreted by an interactive voice response system.

datasetParam

TrackingID

Digits

Optional

Mandatory

Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

The digits that are sent.

268 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component

ReasonCode

Attribute

Extensions

Optional

Detailed Descriptions of Device Commands

The value of the ReasonCode that will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

Monitor Next Call

Description stringParam

Enables the supervisor’s monitoring of the next call that comes to the agent. The supervisor’s DN is either the currently selected extension in the Communications view in the User Preferences screen (Selected DN) or taken from the parameter ThisDN.

Either stringParam or

PhoneNumber must be defined.

TrackingID Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

datasetParam

ThisDN Optional Supervisor’s DN. If not present, the Selected DN will be used (see “Description”).

PhoneNumber Either

PhoneNumber or stringParam must be defined.

The agent’s DN that will be monitored. If not present, the stringParam will be used.

Gplus Adapter for Siebel CRM—Deployment Guide 269

Chapter 5: Configuration and Installation of the Voice Component

Monitor Type Optional

ReasonCode

Attribute

Extensions

Optional

Detailed Descriptions of Device Commands

Indicates whether the supervisor wants to monitor one call or subsequent calls.

Default value is -1. Other possible values are:

0 = MonitorOneCall

1 = MonitorAllCalls

The value of the ReasonCode that will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

270 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Cancel Monitoring

Description stringParam

Cancels the supervisor’s monitoring of the next call that comes to the agent. The supervisor’s DN is either the currently selected extension in the Communications view in the User Preferences screen (Selected DN) or taken from the parameter ThisDN.

Either stringParam or

PhoneNumber must be defined.

TrackingID Optional Work item TrackingID. If not defined, the internally maintained TrackingID will be used.

datasetParam

ThisDN Optional Supervisor’s DN. If not present, the Selected DN will be used (see “Description”).

PhoneNumber Either

PhoneNumber or stringParam must be defined.

The agent’s DN that will be monitored. If not present, the stringParam will be used.

Monitor Type Optional Indicates whether the supervisor wants to monitor one call or subsequent calls.

Default value is -1. Other possible values are:

0 = MonitorOneCall

1 = MonitorAllCalls

Gplus Adapter for Siebel CRM—Deployment Guide 271

Chapter 5: Configuration and Installation of the Voice Component

ReasonCode

Attribute

Extensions

Optional

Detailed Descriptions of Device Commands

The value of the ReasonCode that will be sent to T-Server as a reasons parameter. Default value is -1.

Attribute Extensions will be sent with request to T-Server as described in the following sections:

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

SetActiveCampaign

Description

Sets Active Campaign for Preview mode.

stringParam datasetParam

Either stringParam or

CampaignName must be defined.

Name of Campaign in Preview mode as it is defined in

Configuration Manager.

CampaignName Either stringParam or

CampaignName must be defined.

Name of Campaign in Preview mode as it is defined in

Configuration Manager.

Expert Contact Device Commands

This section lists the Expert Contact feature Device Commands:

•

KwOnCall

•

KwPreviewIntReject

•

KwPartyStatusResponse

For details, contact Genesys Technical Support.

Outbound Contact Device Commands

This section provides detailed descriptions of the Outbound Campaign feature

Device Commands:

•

PreviewDialingModeStart

272 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

•

PreviewDialingModeOver

•

PreviewRecordRequest

•

UpdateCallCompletionStats

•

RecordProcessed

•

RecordReject

•

RequestRecordCancel

•

RecordReschedule

•

ScheduledRecordReschedule

•

DoNotCall

•

ChainedRecordRequest

•

AddRecord

Mandatory fields GSW_APPLICATION_ID and GSW_CAMPAIGN_NAME are assigned internally by the OCS protocol instance, depending on the mode and campaign currently running.

The Outbound Contact Server device commands are described below.

Command

Name

Description

OCS Action

Mandatory

Fields

Additional

Fields

PreviewDialingModeStart

PreviewDialingModeStart

Request to activate preview session for the agent. (Needed if option agent_preview_mode_start is set to true.)

Link Agent DN and Campaign ID

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

Not specified

Command

Name

Description

OCS Action

PreviewDialingModeOver

PreviewDialingModeOver

Request to terminate preview session for the agent

Remove a link between Agent DN and Campaign ID

Gplus Adapter for Siebel CRM—Deployment Guide 273

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Mandatory

Fields

Additional

Fields

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

Not specified

Command

Name

Description

OCS Action

Mandatory

Fields

Additional

Fields

PreviewRecordRequest

PreviewRecordRequest

Request to send preview record

If agent_preview_mode_start is set to false or there is a link between the agent DN and campaign

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

Not specified

Command

Name

Description

OCS Action

Mandatory

Fields

Additional

Fields

UpdateCallCompletionStats

UpdateCallCompletionStats

Desktop sends to update record details. Intermediate update.

Update record fields internally, wait for next requests.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_RECORD_HANDLE

Can be specified updatable Genesys fields and user defined fields.

274 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component

RecordProcessed

RecordProcessed

Command

Name

Description

OCS Action

Mandatory

Fields

Additional

Fields

Detailed Descriptions of Device Commands

Desktop sends event to indicate that record is processed. OCS should update record information if it is provided.

Update a record and it’s chain in database; use all changes made by previous requests regarding the records in the chain. If a RecordProcessed event has GSW_TREATMENT field correctly specified, OCS applies a treatment to the record.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

Can be specified updatable. Genesys fields and user-defined fields.

Command

Name

Description

OCS Action

Mandatory

Fields

Additional

Fields

RecordReject

RecordReject

Desktop sends request to indicate that preview record or scheduled callback will not be dialed by this agent. Record should be re-sent to another agent.

Mark a record as

Ready

and the rest of a chain if GSW_CHAIN_ATTR = =

“AllChain”

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

Not specified

Gplus Adapter for Siebel CRM—Deployment Guide 275

Chapter 5: Configuration and Installation of the Voice Component

Command

Name

RequestRecordCancel

RequestRecordCancel

Description

OCS Action

Mandatory

Fields

Additional

Fields

Detailed Descriptions of Device Commands

Desktop sends request to indicate that a preview record or scheduled callback should not be dialed. Record should not be re-sent to another agent. Should be marked in the database as

Canceled.

Change record

GSW_APPLICATION_ID if (GSW_RECORD_HANDLE is specified){

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

} else

{

GSW_PHONE

GSW_CAMPAIGN_NAME (optional)

}

GSW_CHAIN_ATTR = “AllChain”

GSW_CHAIN_ATTR = “RecordOnly”

Command

Name

Description

OCS Action

Mandatory

Fields

RecordReschedule

RecordReschedule

Request reschedule preview record, predictive call, or scheduled call.

Update a record chain and reschedule the record

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_RECORD_HANDLE

GSW_DATE_TIME

GSW_CALLBACK_TYPE

276 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Additional

Fields

Not specified

Command name

Description

OCS Action

Mandatory

Fields

Additional

Fields

ScheduledRecordReschedule

ScheduledRecordReschedule

Request reschedule preview record, predictive call, or scheduled call.

Update a record chain and reschedule the record.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_RECORD_HANDLE

GSW_DATE_TIME

GSW_CALLBACK_TYPE

Not specified

Command

Name

Description

OCS Action

DoNotCall

DoNotCall

Agent requests this number not to be called again.

If GSW_RECORD_HANDLE is specified update a record or whole chain as DoNotCall if GSW_CHAIN_ATTR == “AllChain”.

Add phone(s) (GSW_CHAIN_ATTR == “AllChain”) in a DoNotCall list.

Gplus Adapter for Siebel CRM—Deployment Guide 277

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Mandatory

Fields

Additional

Fields

Comments

GSW_APPLICATION_ID

1) if (GSW_RECORD_HANDLE is specified){

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

} else

{

2) GSW_PHONE

} else

{

3) GSW_CUSTOMER_ID

}

Not specified

You can specify in the Siebel.def file these attributes as command parameters: A specific set of mandatory fields will be sent to Outbound

Contact Server.

1) USE_RECORD_HANDLE, 2) USE_PHONE, 3)

USE_CUSTOMER_ID Tells the Adapter which set of mandatory fields will be sent to Outbound Contact Server.

Command

Name

Description

OCS Action

ChainedRecordRequest

ChainedRecordRequest

Request to send all records from the chain defined by record handle.

Send rest of a chain to the desktop.

278 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Mandatory

Fields

Additional

Fields

GSW_AGENT_REQ_TYPE

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_RECORD_HANDLE

Not specified

Command

Name

Description

OCS Action

Mandatory

Fields

Additional

Fields

AddRecord

AddRecord

Request to add record to the particular list.

Verify data and create new record in the list.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_PHONE

GSW_TZ_NAME

Any user-defined fields. Note that the key in a key-value pair should be equal to send_attribute of the field required to add.

Default field values (if not specified in a request):

GSW_PHONE_TYPE: 2, “DirectBusinessPhone”

GSW_RECORD_TYPE: 2, “General”

GSW_RECORD_STATUS: 1, “Ready”

GSW_CALL_RESULT: 28, “Unknown”

GSW_ATTEMPTS: 0

GSW_DATE_TIME: 0

GSW_CALL_TIME: 0

GSW_FROM: 28800 (8 AM)

GSW_UNTIL: 64800 (6 PM)

GSW_AGENT_ID: 0

Gplus Adapter for Siebel CRM—Deployment Guide 279

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Web Callback Device Commands

Note:

These commands are not supported starting from version 7.2 of the

Adapter.

ACCEPT_CALLBACK

Command

Name

Description

ACCEPT_CALLBACK

Callback Server

Action

Notifies Callback Server that a callback request has been accepted.

Upon receiving this event, Callback Server starts counting timeout until the request is executed.

Mandatory

Fields

Additional

Fields

CALLBACK_PDU

REQUEST_ID

CALLBACK_ACCEPTED request identifier

Not specified

REJECT_CALLBACK

Command

Name

Description

REJECT_CALLBACK

Callback Server

Action

Mandatory

Fields

Additional

Fields

Notifies Callback Server that a callback request has been rejected.

Upon receiving this event, Callback Server routes the callback request to another agent.

CALLBACK_PDU

REQUEST_ID

CALLBACK_ACCEPTED request identifier

Not specified

280 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

CALLBACK_DONE

Command

Name

Description

CALLBACK_DONE

Callback Server

Action

Notifies Callback Server that a callback request is done.

Upon receiving this event, Callback Server considers the request to be executed.

Mandatory

Fields

Additional

Fields

CALLBACK_PDU

REQUEST_ID

CALLBACK_DONE request identifier

Not specified

Voice Callback Device Commands

This section provides detailed descriptions of the Voice Callback feature device commands (see

Table 21 ).

Table 21: VCB Commands

Gplus Adapter Name

VCBServiceStatus

VCBQuery

VCBQueryResult

VCBCancel

VCBReschedule

VCBAdd

VCBPreview

VCBProcessed

VCBReject

Genesys VCB Server Name

RequestCallbackServiceStatus

RequestCallbackQuery

RequestCallbackQueryResult

RequestCallbackCancel

RequestCallbackReschedule

RequestCallbackAdd

RequestCallbackPreview

RequestCallbackProcessed

RequestCallbackReject

Gplus Adapter for Siebel CRM—Deployment Guide 281

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Command

Name

Description

Callback Server

Action

VCBServiceStatus

VCBServiceStatus

(RequestCallbackServiceStatus)

Client sends this request to VCB Server to determine the availability of

Voice Callback service.

Sends back corresponding response with requested information.

Mandatory

Fields

Additional

Fields

VCB_ORIGIN_APPLICATION_ID

VCB_REFERENCE_ID

VCB_STATUS: 0

VCB_ROUTING_POINT

VCB_LOCATION

Command

Name

Description

Callback Server

Action

VCBQuery

VCBQuery

(RequestCallbackQuery)

Client sends this request to VCB Server to find Callback Requests what are satisfying search conditions.

Sends back corresponding UserEvent (CallbackQueryAcknowledge) with query result (number of Callback Requests found).

Mandatory

Fields

Additional

Fields

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

At least one of the following:

VCB_CONTACT

VCB_TYPE

VCB_ROUTING_POINT

VCB_LOCATION

Any fields that have to be included in search conditions.

282 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Command

Name

Description

Callback Server

Action

VCBQueryResult

VCBQueryResult

(RequestCallbackQueryResult)

Client sends this request to VCB Server to retrieve Callback Request by index in Query Result Set.

Sends Callback Request back to Client (CallbackQueryResult).

Mandatory

Fields

Additional

Fields

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_QUERY_INDEX

Not specified

Command

Name

VCBCancel

VCBCancel

(RequestCallbackCancel)

Description

Callback Server

Action

Mandatory

Fields

Additional

Fields

Client sends this request to VCB Server to cancel Callback Request.

Deletes Callback Request and sends back confirmation

(CallbackCancelAcknowledge).

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RECORD_HANDLE (or VCB_CONTACT)

Not specified

Gplus Adapter for Siebel CRM—Deployment Guide 283

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Command

Name

VCBReschedule

VCBReschedule

(RequestCallbackReschedule)

Client sends this request to VCB Server to reschedule Callback Request.

Description

Callback Server

Action

Reschedules Callback Request and sends back confirmation

(CallbackRescheduleAcknowledge). Callback will be rescheduled ASAP if VCB_DATE_TIME key doesn’t exist in UserData.

Mandatory

Fields

Additional

Fields

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RECORD_HANDLE

VCB_CALL_RESULT

VCB_DATE_TIME (if Scheduled)

VCB_TZ_NAME (if Scheduled)

Command

Name

Description

VCBAdd

VCBAdd

(RequestCallbackAdd)

Client sends this request to add a Callback Request.

Callback Server

Action

Mandatory

Fields

Additional

Fields

Creates Callback Request object. Processes as Scheduled Callback

Request (immediately if ASAP).

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_CONTACT

VCB_TYPE: 1, “ASAP”

VCB_ORIGIN

VCB_ROUTING_POINT

VCB_LOCATION

Any user defined fields and Default field values (if not specified in a request):

VCB_DATE_TIME (if Scheduled)

VCB_TZ_NAME (if Scheduled)

284 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Commands

Command

Name

VCBPreview

VCBPreview

(RequestCallbackPreview)

Description

VCB Server sends Callback Request to Agent’s Desktop.

Desktop Action

Sends back acknowledgement.

Mandatory

Fields

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID = 0 (if Desktop)

VCB_REFERENCE_ID

VCB_RECORD_HANDLE

VCB_CONTACT

VCB_CALL_RESULT

All UserData attributes from Callback Request

Additional

Fields

Any user defined fields

Command

Name

Description

Callback Server

Action

VCBProcessed

VCBProcessed

(RequestCallbackProcessed)

Agent’s Desktop submits record processing results to VCB Server.

Sends back acknowledgement. Applies treatment if specified in configuration.

Mandatory

Fields

Additional

Fields

VCB_ORIGIN_APPLICATION_ID = 0 (if Desktop)

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RECORD_HANDLE

VCB_CALL_RESULT

Any user defined fields

Gplus Adapter for Siebel CRM—Deployment Guide 285

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Command

Name

Description

Callback Server

Action

VCBReject

VCBReject

(RequestCallbackReject)

Agent’s Desktop rejects record.

Sends back acknowledgement. Submits Callback Request to other Agent.

Mandatory

Fields

Additional

Fields

VCB_ORIGIN_APPLICATION_ID = 0 (if Desktop)

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RECORD_HANDLE

Any user defined fields

Detailed Descriptions of Device Events

This section provides detailed descriptions of device events for the Voice

Component including the Basic Voice feature, and Outbound Campaign feature.

Basic Voice Device Events

The following section provides descriptions of the device events for Basic

Voice feature.

EventDialing

Siebel CRM

DeviceEvent

Name

EventDialing

Desktop

Action

Displays dialed call information

TEvent Name

EventDialing

Description

An attempt to make a call on behalf of the telephony object specified by ThisDN

is

in progress.

286 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

TrackingID

Attributes

TrackingID of the work item.

EventRinging

Siebel CRM

DeviceEvent

Name

EventRinging

Desktop

Action

Displays ringing call information

TEvent Name

EventRinging

Description

TrackingID

Attributes

An attempt to make a call on behalf of the telephony object specified by ThisDN is in progress.

TrackingID of the work item.

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

EventEstablished

Siebel CRM

DeviceEvent

Name

EventEstablished

Desktop

Action

Displays received call information

TEvent Name

EventEstablished

Description

TrackingID

Attributes

The connection has been established for an incoming or outbound call.

TrackingID of the work item.

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

Gplus Adapter for Siebel CRM—Deployment Guide 287

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventReleased

Siebel CRM

DeviceEvent

Name

EventReleased

Desktop

Action

TEvent Name

EventReleased

Description

A call was released.

TrackingID

Removes related information from Work Item or removes related Work Item

Attributes

TrackingID of the work item.

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

EventHeld

Siebel CRM

DeviceEvent

Name

EventHeld

Desktop

Action

Enables Resume Work Item and disables Pause Work

Item button (command)

TEvent Name

EventHeld

Description

A call was placed on hold.

TrackingID

TrackingID of the work item.

Attributes

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

288 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventRetrieved

Siebel CRM

DeviceEvent

Name

EventRetrieved

Desktop

Action

TEvent Name

EventRetrieved

Description

A call that was on hold has been retrieved.

TrackingID

Disables Resume Work Item and enables Pause Work

Item button (command)

Attributes

Not applicable.

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

EventUserDataChanged

Siebel CRM

DeviceEvent

Name

EventUserDataChanged

Desktop

Action

N/A

TEvent Name

EventAttachedDataChanged

Description

The call’s user data has been changed.

TrackingID

TrackingID of the work item.

Attributes

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

Gplus Adapter for Siebel CRM—Deployment Guide 289

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventRegistered

Siebel CRM

DeviceEvent

Name

Desktop

Action

EventRegistered

N/A

TEvent Name

EventRegistered

Description

The agent’s DN was registered with T-Server.

TrackingID

Attributes

Not applicable.

ThisDN, Mandatory, RegisteredDN

EventUnregistered

Siebel CRM

DeviceEvent

Name

Desktop

Action

EventUnregistered

N/A

TEvent Name

EventUnregistered

Description

The agent’s DN was unregistered with T-Server.

TrackingID

Attributes

Not applicable.

ThisDN, Mandatory, UnregisteredDN

EventCallForwardSet

Siebel CRM

DeviceEvent

Name

Desktop

Action

EventCallForwardSet

Disables Set Forward and enables Cancel Forward button

TEvent Name

EventForwardSet

Description

Call forwarding has been set to on

290 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

TrackingID

Attributes

Not applicable.

ThisDN, Mandatory. DN on which call forwarding has been set.

EventCallForwardCancel

Siebel CRM

DeviceEvent

Name

EventCallForwardCancel

Desktop

Action

Disables Cancel Forward and enables Set Forward button

TEvent Name

EventForwardCancel

Description

Call forwarding has been set to off

TrackingID

Not applicable.

Attributes

ThisDN, Mandatory, DN on which call forwarding has been canceled.

EventAgentBusy

Siebel CRM

DeviceEvent

Name

Desktop

Action

EventAgentBusy

N/A

TEvent Name

EventDNDOn

Description

Do Not Disturb mode has been set to on.

TrackingID

Attributes

Not applicable.

ThisDN, Mandatory. DN on which DND has been set.

EventAgentNotBusy

Siebel CRM

DeviceEvent

Name

EventAgentNotBusy

Gplus Adapter for Siebel CRM—Deployment Guide 291

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Desktop

Action

N/A

TEvent Name

EventDNDOff

Description

Do Not Disturb mode has been set to off.

TrackingID

Attributes

Not applicable.

ThisDN, Mandatory. DN on which DND has been canceled.

EventAgentLogin

Siebel CRM

DeviceEvent

Name

EventAgentLogin

Desktop

Action

Disables Login to Voice and enables Logout from Voice button (command)

TEvent Name

EventAgentLogin

Description

Agent has been logged in.

TrackingID

Not applicable.

Attributes

ThisDN, Mandatory. DN on which agent was logged in

AgentID, Mandatory, AgentID

292 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventAgentLogout

Siebel CRM

DeviceEvent

Name

EventAgentLogout

Desktop

Action

TEvent Name

EventAgentLogout

Description

Agent has been logged out.

TrackingID

Disables Logout from Voice and enables Login to Voice button (command)

Attributes

Not applicable.

ThisDN, Mandatory. DN on which agent was logged out

AgentID, Mandatory, AgentID

EventAgentReady

Siebel CRM

DeviceEvent

Name

EventAgentReady

Desktop

Action

Disables Set Ready for Voice button (command)

TEvent Name

EventAgentReady

Description

Agent has been set to the Ready state.

TrackingID

Not applicable.

Attributes

ThisDN, Mandatory. DN on which agent became ready.

AgentID, Mandatory, AgentID

Workmode, Mandatory, Agent’s work mode

Gplus Adapter for Siebel CRM—Deployment Guide 293

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventAgentNotReady

Siebel CRM

DeviceEvent

Name

Desktop

Action

EventAgentNotReady

Enables Set Ready for Voice button (command)

TEvent Name

EventAgentNotReady

Description

Agent has been set to the Not Ready state.

TrackingID

Attributes

Not applicable.

ThisDN, Mandatory. DN on which agent became not ready.

AgentID, Mandatory, AgentID

Workmode, Mandatory, Agent’s work mode

EventServerConnected

Siebel CRM

DeviceEvent

Name

EventServerConnected

Desktop

Action

Communications Toolbar becomes active

TEvent Name

EventLinkConnected

Description

Connection with T-Server has been established.

TrackingID

Attributes

Not applicable.

None

294 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventServerDisconnected

Siebel CRM

DeviceEvent

Name

Desktop

Action

EventServerDisconnected

Communications Toolbar becomes inactive

TEvent Name

EventLinkDisconnected

Description

Connection with T-Server has been terminated.

TrackingID

Attributes

Not applicable.

None

EventError

Siebel CRM

DeviceEvent

Name

Desktop

Action

EventError

Displays an Error in a Status Text area for a few seconds

TEvent Name

EventError

Description

EventError has been received from T-Server.

TrackingID

Attributes

TrackingID of the work item, if applicable.

ErrorCode

EventUserEvent

Siebel CRM

DeviceEvent

Name

Description

EventUserEvent

Desktop

Action

N/A

TEvent Name

EventUserEvent

A user event from another client application has been received.

Gplus Adapter for Siebel CRM—Deployment Guide 295

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

TrackingID

Attributes

Not applicable

TEvent UserData is received in Siebel as

ISC_KVParamList.

EventPartyChanged

Siebel CRM

DeviceEvent

Name

EventPartyChanged

Desktop

Action

Shows changes in the displayed Work Item

TEvent Name

EventPartyChanged

Description

TrackingID

Attributes

The telephony object specified by OtherDN has replaced the telephony object specified by OtherDN in the previously received T-Server event or the previous

ConnID of the call has been given a new ConnID value.

TrackingID of the work item, if applicable.

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

EventPartyAdded

Siebel CRM

DeviceEvent

Name

EventPartyAdded

Desktop

Action

Shows changes in the displayed Work Item

TEvent Name

EventPartyAdded

Description

TrackingID

Attributes

The telephony object specified by OtherDN has been added to the conference call.

TrackingID of the work item, if applicable.

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

296 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventPartyDeleted

Siebel CRM

DeviceEvent

Name

EventPartyDeleted

Desktop

Action

Shows changes in the displayed Work Item

TEvent Name

EventPartyDeleted

Description

TrackingID

The telephony object specified by OtherDN has been deleted from the conference call.

TrackingID of the work item, if applicable.

Attributes

See Table 19, “Parameters Used with Device Events of the Voice Component,” on page 238

Expert Contact Device Events

This section lists the device events for Expert Contact feature, as follows:

•

EventKwPreviewIntError

•

EventKwPreviewRequest

•

EventKwPreviewIntCancel

•

EventKwPreviewIntAccepted

•

EventKwPreviewIntRejected

•

EventKwError

•

EventKwAck

•

EventKwOnCallResponse

•

EventKwPartyStatusRequest

•

EventKwPartyStatusAck

For details about these events, contact Genesys Technical Support.

Outbound Campaign/OCS Device Events

This section provides detailed descriptions of device events for the Outbound

Campaign feature, which is associated with the Genesys Outbound Contact

Server (OCS) product.

Listed here are the Outbound Contact Server (OCS) device events for the

Gplus Outbound Campaign feature. This section provides details for each of these events in a separate table below.

Gplus Adapter for Siebel CRM—Deployment Guide 297

Chapter 5: Configuration and Installation of the Voice Component

•

EventAddRecordAck

•

EventCampaignGroupAssigned

•

EventCampaignLoaded

•

EventCampaignModeChanged

•

EventCampaignStarted

•

EventCampaignStopped

•

EventCampaignUnloaded

•

EventChainedRecord

•

EventChainedRecordDataEnd

•

EventChainedWorkItemChanged

•

EventCurrentWorkItemChanged

•

EventOCSError

•

EventDoNotCallAck

•

EventRecordCancel

•

EventScheduledCall

•

EventPreviewModeOverAck

•

EventPreviewModeStartAck

•

EventDoNotCallAck

•

EventPreviewRecord

•

EventPreviewRecordEmpty

•

EventRecordCancelAck

•

EventRecordProcessedAck

•

EventRecordRejectAck

•

EventRecordCancelAck

•

EventRecordRemove

•

EventRecordProcessedAck

•

EventRecordRejectAck

•

EventRecordRescheduleAck

•

EventSchRecordRescheduleAck

•

EventUpdateCallCompletionStatsAck

•

EventLogOutTime

•

EventLogOutAck

Detailed Descriptions of Device Events

298 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventAddRecordAck

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

TrackingID

OCS sent insert request to DB

TrackingID of the Work Item

Desktop Action

Continue session.

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

EventAddRecordAck

AddRecordAcknowledge

EventCampaignGroupAssigned

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Attributes

EventCampaignGroupAssigned

CampaignGroupAssigned

Description

Notification that an Agent assignment was changed to a new campaign in auto dial mode.

TrackingID

TrackingID of the Work Item

Desktop Action

Displays Campaign Name as it is defined in Configuration Manager

GSW_APPLICATION_ID

GSW_CAMPAIGN_GROUP_NAME

GSW_CAMPAIGN_GROUP_DESCRIPTION

GSW_CAMPAIGN_NAME

GSW_CAMPAIGN_DESCRIPTION

EventCampaignLoaded

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

TrackingID

EventCampaignLoaded

CampaignLoaded

Sent by OCS when a campaign is loaded.

Note this event is specific to OCS 6.5, Desktop Protocol 6.5 only.

TrackingID of the Work Item

Gplus Adapter for Siebel CRM—Deployment Guide 299

Chapter 5: Configuration and Installation of the Voice Component

Desktop Action

Store application ID and campaign name.

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CAMPAIGN_DESCRIPTION

Detailed Descriptions of Device Events

EventCampaignModeChanged

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventCampaignModeChanged

CampaignModeChanged

Should be sent when mode of running campaign is changed

TrackingID

Desktop

Action

TrackingID of the Work Item

In Preview Mode outbound traffic is usually more intensive.

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CAMPAIGN_MODE

EventCampaignStarted

Siebel CRM DeviceEvent Name:

TrackingID

EventCampaignStarted

OCS Protocol User Event:

Description

CampaignStarted

Should be sent when dialing of campaign is started or resumed, or as a response of event agent login if campaign is started.

TrackingID of the Work Item

Desktop Action

Attributes

Store a campaign name and an application ID.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CAMPAIGN_MODE

GSW_CAMPAIGN_DESCRIPTION

300 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventCampaignStopped

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventCampaignStopped

CampaignStopped

Should be sent when dialing for campaign is started or resumed, or as a response of event agent login if campaign is started.

TrackingID

Desktop Action

Attributes

TrackingID of the Work Item

Stop sending requests to a campaign.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

EventCampaignUnloaded

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventCampaignUnloaded

CampaignUnloaded

Sent by OCS when a campaign is unloaded.

Note this event is specific to OCS 6.5, Desktop Protocol 6.5 only.

TrackingID

Desktop Action

TrackingID of the Work Item

Consider campaign as not active.

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CAMPAIGN_DESCRIPTION

EventChainedRecord

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

TrackingID

Desktop Action

Chain record delivered.

EventChainedRecord

ChainedRecord

TrackingID of the Work Item

Continue Call Work.

Gplus Adapter for Siebel CRM—Deployment Guide 301

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Attributes

GSW_USER_EVENT

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

GSW_PHONE

GSW_CALL_RESULT GSW_CHAIN_ID

Genesys and user-defined fields having send attributes.

EventChainedRecordDataEnd

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

All chain has been delivered.

TrackingID

Desktop

Action

TrackingID of the Work Item

Continue call work.

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

GSW_CHAIN_ID

EventChainedRecordDataEnd

ChainedRecordDataEnd

EventChainedWorkItemChanged

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventChainedWorkItemChanged

N/A

Gplus Adapter sends notification that the current work item has changed, and that the previous and the current work items belong to the same chain.

Sent in response to the command SetActiveCall.

TrackingID of the Work Item

TrackingID

Desktop Action

Attributes

N/A

302 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventCurrentWorkItemChanged

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventCurrentWorkItemChanged

N/A

Gplus Adapter sends notification that the current work item has changed.

Sent in response to the command SetActiveCall.

TrackingID

Desktop Action

TrackingID of the Work Item

Attributes

N/A

EventOCSError

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventOCSError

Error

OCS sends notification about error on the server side.

TrackingID

TrackingID of the Work Item

Desktop Action

Continue session.

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_ERROR_NAME

EventDoNotCallAck

Siebel CRM DeviceEvent Name:

EventDoNotCallAck

OCS Protocol User Event:

Description

DoNotCallAcknowledge

Confirmation that DoNotCall was accepted.

TrackingID

Desktop

Action

TrackingID of the Work Item

Kill the record and the chain if DoNotCallAcknowledge contains

GSW_CHAIN_ATTR != “RecordOnly”.

Gplus Adapter for Siebel CRM—Deployment Guide 303

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

GSW_APPLICATION_ID

Attributes

if (GSW_RECORD_HANDLE is specified){

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

} else

{

GSW_PHONE else

{

GSW_CONTCT_ID

}

EventRecordCancel

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

TrackingID

EventRecordCancel

RecordCancel

OCS sends to desktop to indicate that this record should not be dialed.

Applicable to preview records and scheduled callbacks.

TrackingID of the Work Item

Desktop Action

Attributes

Kill the record and the chain if the RecordCancel contains

GSW_CHAIN_ATTR = “AllChain”.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

304 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventScheduledCall

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventScheduledCall

ScheduledCall

OCS sends to agent to indicate that scheduled callback should be executed.

TrackingID

Desktop Action

Attributes

TrackingID of the Work Item

Perform call work.

GSW_USER_EVENT

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

GSW_PHONE

GSW_CALL_RESULT

GSW_CALLBACK_TYPE

Genesys and user-defined fields having send attributes.

EventPreviewModeOverAck

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventPreviewModeOverAck

PreviewDialingModeOverAcknowledge

OCS accepts a desktop request to close the preview session.

TrackingID

Desktop Action

TrackingID of the Work Item

Desktop is unable to send requests to OCS and receive callbacks (see

“agent_preview_mode_start” option).

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

Gplus Adapter for Siebel CRM—Deployment Guide 305

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventPreviewModeStartAck

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventPreviewModeStartAck

PreviewDialingModeStartAcknowledge

OCS accepts a desktop request to initiate the preview session.

TrackingID

TrackingID of the Work Item

Desktop

Action

Attributes

Desktop can send requests to OCS and receive callbacks (see

“agent_preview_mode_start” option).

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

EventDoNotCallAck

Siebel CRM DeviceEvent Name:

EventDoNotCallAck

DoNotCallAcknowledge

OCS Protocol User Event:

Description

Confirmation that DoNotCall was accepted.

TrackingID

TrackingID of the Work Item

Desktop

Action

Kill the record and the chain if DoNotCallAcknowledge contains

GSW_CHAIN_ATTR != “RecordOnly”.

GSW_APPLICATION_ID

Attributes

if (GSW_RECORD_HANDLE is specified){

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

} else

{

GSW_PHONE else

{

GSW_CONTCT_ID

}

306 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventPreviewRecord

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

TrackingID

EventPreviewRecord

PreviewRecord

Preview record to dial

TrackingID of the Work Item

Desktop Action

Attributes

Perform call work

GSW_USER_EVENT

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

GSW_PHONE

GSW_CALL_RESULT

Genesys and user-defined fields having send attributes.

EventPreviewRecordEmpty

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventPreviewRecordEmpty

PreviewtRecordEmpty

No more records in OCS internal buffer.

TrackingID

Desktop Action

TrackingID of the Work Item

Try to send a request later.

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

EventRecordCancelAck

Siebel CRM DeviceEvent Name:

TrackingID of the Work Item

EventRecordCancelAck

OCS Protocol User Event:

Description

RecordCancelAcknowledge

OCS accepts a desktop request to cancel a record.

TrackingID

Gplus Adapter for Siebel CRM—Deployment Guide 307

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Desktop Action

Kill the record and the chain if RecordCancelAcknowledge contains

GSW_CHAIN_ATTR == “AllChain”.

GSW_APPLICATION_ID

Attributes

if (GSW_RECORD_HANDLE is specified) {

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

} else

{

GSW_PHONE

}

EventRecordProcessedAck

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

EventRecordProcessedAck

RecordProcessedAcknowledge

OCS confirms that record has been executed.

Description

TrackingID

TrackingID of the Work Item

Desktop Action

Attributes

Kill the record and the chain if requested.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

EventRecordRejectAck

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventRecordRejectAck

RecordRejectAcknowledge

OCS accepts PredictRejectRecord request.

TrackingID

TrackingID of the Work Item

308 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Desktop Action

Attributes

Kill the record and the chain if RecordCancelAcknowledge contains

GSW_CHAIN_ATTR == “AllChain”.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

EventRecordCancelAck

Siebel CRM DeviceEvent Name:

EventRecordCancelAck

RecordCancelAcknowledge

OCS Protocol User Event:

Description

OCS accepts a desktop request to cancel a record.

TrackingID

TrackingID of the Work Item

Desktop Action

Kill the record and the chain if RecordCancelAcknowledge contains

GSW_CHAIN_ATTR == “AllChain”.

GSW_APPLICATION_ID

Attributes

if (GSW_RECORD_HANDLE is specified) {

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

} else

{

GSW_PHONE

}

EventRecordRemove

Siebel CRM DeviceEvent Name:

EventRecordRemove

N/A

OCS Protocol User Event:

Description

Gplus Adapter sends a request to remove record from desktop.

TrackingID

TrackingID of the Work Item

Gplus Adapter for Siebel CRM—Deployment Guide 309

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Desktop Action

Removes record from desktop.

Attributes

N/A

EventRecordProcessedAck

Siebel CRM DeviceEvent Name:

EventRecordProcessedAck

RecordProcessedAcknowledge

OCS Protocol User Event:

Description

OCS confirms that record has been executed.

TrackingID

Desktop Action

TrackingID of the Work Item

Kill the record and the chain if requested.

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

EventRecordRejectAck

Siebel CRM DeviceEvent Name:

EventRecordRejectAck

RecordRejectAcknowledge

OCS Protocol User Event:

Description

OCS accepts PreviewRejectRecord request.

TrackingID

TrackingID of the Work Item

Desktop Action

Attributes

Kill the record and the chain if RecordCancelAcknowledge contains

GSW_CHAIN_ATTR == “AllChain”.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

310 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventRecordRescheduleAck

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventRecordRescheduleAck

RecordRescheduleAcknowledge

Confirmation that record was rescheduled

TrackingID

TrackingID of the Work Item

Desktop Action

Attributes

Continue Call Work

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

GSW_DATE_TIME

GSW_CALLBACK_TYPE

EventSchRecordRescheduleAck

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

EventSchRecordRescheduleAck

ScheduledRecordRescheduleAcknowledge

Description

Confirmation that record was rescheduled.

TrackingID

Desktop

Action

TrackingID of the Work Item

Continue call work.

Attributes

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

GSW_DATE_TIME

GSW_CALLBACK_TYPE

EventUpdCallComplStatsAckn

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

EventUpdCallComplStatsAck

UpdateCallCompletionStatsAcknowledge

Gplus Adapter for Siebel CRM—Deployment Guide 311

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Description

TrackingID

Desktop Action

Attributes

OCS accepts a desktop request to update a record’s fields.

TrackingID of the Work Item

Continue call work.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_CALLING_LIST

GSW_RECORD_HANDLE

EventLogOutTime

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

TrackingID

Desktop Action

Attributes

EventLogOutTime

UpdateEventLogOutTime

Response for logout request.

TrackingID of the Work Item

Displays time left until automatic logout.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

GSW_LOGOUT_TIME

312 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventLogOutAck

Siebel CRM DeviceEvent Name:

OCS Protocol User Event:

Description

EventLogOutAck

UpdateEventLogOutAcknowledge

Automatic logout acknowledge.

TrackingID

TrackingID of the Work Item

Desktop Action

Attributes

Logs out an agent. Displays agent’s status change.

GSW_APPLICATION_ID

GSW_CAMPAIGN_NAME

Web Callback Device Events

Note:

These events are not supported starting from version 7.2 of the

Adapter.

EventCallBackRequest

Siebel CRM DeviceEvent Name:

EventCallBackRequest

UpdateEventCallBackRequest

Web Callback Device Event:

Description

Request for callback from Callback Server.

TrackingID

Desktop Action

TrackingID of the Work Item

Displays fields attached to an event on an agent’s desktop.

Attributes

CALLBACK_PDU=REQUEST_CALLBACK

REQUEST_ID

CUSTOMER_NUMBER

CALLBACK_END_TIME

CALLBACK_ATTMEPT

CONTACT_ID

CONTACT_TITLE

CONTACT_FIRST_NAME

CONTACT_LAST_NAME

Gplus Adapter for Siebel CRM—Deployment Guide 313

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventCallBackCancel

Siebel CRM DeviceEvent Name:

Web Callback Device Event:

Description

EventCallBackCancel

UpdateEventCallBackCancel

Request from Callback Server to cancel callback.

TrackingID

TrackingID of the Work Item

Desktop Action

Attributes

Removes callback from an agent’s desktop.

CALLBACK_PDU=CANCEL_CALLBACK

REQUEST_ID

EventCallBackRejected

Siebel CRM DeviceEvent Name:

Web Callback Device Event:

Callback request rejected.

Description

TrackingID

Desktop Action

EventCallBackRejected

UpdateEventCallBackRejected

TrackingID of the Work Item

Removes callback from an agent’s desktop.

Attributes

CALLBACK_PDU=CALLBACK_REJECTED

REQUEST_ID

EventCallBackDone

Siebel CRM DeviceEvent Name:

EventCallBackDone

Web Callback Device Event:

Description

UpdateEventCallBackDone

Callback request completed.

TrackingID

Desktop Action

Attributes

TrackingID of the Work Item

Removes callback from an agent’s desktop.

CALLBACK_PDU=CALLBACK_DONE

REQUEST_ID

314 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Voice Callback Device Events

This section provides a detailed description of device events for the Voice

Callback configuration. Following are the device events for the Gplus Voice

Callback configuration (see Table 22

Table 22: VCB Events

Gplus Adapter Name

EventAddVCBRequest

EventVCBServiceStatus

EventVCBQuery

EventVCBQueryResult

EventVCBCancel

EventVCBReschedule

EventVCBPreview

EventVCBProcessed

EventVCBReject

EventVCBError

Genesys VCB Server Name

RequestCallbackAdd

RequestCallbackServiceStatus

RequestCallbackQuery

RequestCallbackQueryResult

RequestCallbackCancel

RequestCallbackReschedule

RequestCallbackPreview

RequestCallbackProcessed

RequestCallbackReject

RequestCallbackError

EventAddVCBRequest

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

Client Action

Attributes

EventAddVCBRequest

AddCallbackRequest

VCB Server sends this response to VCB Client to confirm that request has been processed.

Not specified

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RESPONSE_TYPE = 0 “Acknowledge”

VCB_ERROR_CODE

VCB_ERROR_NAME

Gplus Adapter for Siebel CRM—Deployment Guide 315

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventVCBServiceStatus

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

EventVCBServiceStatus

RequestCallbackServiceStatus

VCB Server sends this response to VCB Client to confirm the availability of Voice Callback service.

Client Action

Attributes

Perform Callback Request processing.

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_STATUS: 0 or 1

If Routing Point was specified in request:

VCB_RESPONSE_TYPE = 1 “SingleResult”

If Routing Point was not specified:

VCB_RESPONSE_TYPE = 2 “MultipleResult” or

VCB_RESPONSE_TYPE = 3 “MultipleResultEnd”

VCB_LOCATION

VCB_ROUTING_POINT

VCB_ROUTING_POINT_DESCR

VCB_ERROR_CODE

VCB_ERROR_NAME

316 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventVCBQuery

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

EventVCBQuery

RequestCallbackQuery

VCB Server sends this response back to Client to acknowledge query execution and to provide number of Callback Requests in result set.

Client Action

Attributes

Sends back UserEvent (CallbackQueryGetResult) to request Query

Result by index.

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RESPONSE_TYPE = 0 “Acknowledge”

VCB_QUERY_COUNT

VCB_ERROR_CODE

VCB_ERROR_NAME

EventVCBQueryResult

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

EventVCBQueryResult

RequestCallbackQueryResult

VCB Server sends to Client Callback Request for Callback Query.

Client Action

Attributes

Collect data.

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RESPONSE_TYPE = 1 “SingleResult”

VCB_RECORD_HANDLE

VCB_CURRENT_DN

VCB_QUERY_INDEX

VCB_ERROR_CODE

VCB_ERROR_NAME

UserData

Gplus Adapter for Siebel CRM—Deployment Guide 317

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventVCBCancel

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

EventVCBCancel

RequestCallbackCancel

VCB Server sends this request to VCB Client to confirm cancellation of

Callback Request.

Client Action

Attributes

Wait for next Callback Request.

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RESPONSE_TYPE = 0 “Acknowledge”

VCB_RECORD_HANDLE (or VCB_CONTACT)

VCB_ERROR_CODE

VCB_ERROR_NAME

EventVCBReschedule

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

EventVCBReschedule

RequestCallbackReschedule

VCB Server sends this request to VCB Client to confirm rescheduling of Callback Request.

Client Action

Attributes

Wait for next Callback Request.

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RESPONSE_TYPE = 0 “Acknowledge”

VCB_RECORD_HANDLE

VCB_ERROR_CODE

VCB_ERROR_NAME

318 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventVCBPreview

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

EventVCBPreview

RequestCallbackPreview

Desktop confirms that Callback Request has been received and accepted.

Callback Server

Action

Not specified

Attributes

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RESPONSE_TYPE = 0 “Acknowledge”

VCB_RECORD_HANDLE

EventVCBProcessed

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

Desktop Action

EventVCBProcessed

RequestCallbackProcessed

VCB Server sends this request to Desktop to confirm that corresponding request has been processed.

Not specified

Attributes

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RESPONSE_TYPE = 0 “Acknowledge”

VCB_RECORD_HANDLE

Gplus Adapter for Siebel CRM—Deployment Guide 319

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

EventVCBReject

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

EventVCBReject

RequestCallbackReject

VCB Server sends this request to Desktop to confirm that corresponding request has been rejected.

Desktop Action

Attributes

Not specified

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID

VCB_REFERENCE_ID

VCB_RESPONSE_TYPE = 0 “Acknowledge”

VCB_RECORD_HANDLE

EventVCBError

Gplus Adapter Event Name:

VCB Protocol User Event:

Description

Desktop Action

Attributes

EventVCBError

RequestCallbackError

VCB Server sends this request to Desktop to inform about an error condition.

Removes Work Item from desktop when ERR# is {100, 102, 103, 104,

108} and keeps it when ERR# is {101, 105, 106 }

VCB_ERROR

VCB_ ERROR_ NUMBER

VCB_ORIGIN_APPLICATION_ID

VCB_TARGET_APPLICATION_ID = 0

VCB_REFERENCE_ID

VCB_ RESPONSE _TYPE= 4 “Error”

Error Codes and Descriptions

This section describes Voice Callback error codes, error numbers, and

descriptions (see Table 23 ).

320 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Table 23: VCB Error Codes and Descriptions

VCB_ERROR

Invalid Request

Invalid Request Data

Call not found

Record not found

Request Already

Processed

DB Error

AddRecordError

ScheduleRecordError

VCB_ERROR_

NUMBER

Description

100 Invalid request type

101

102

103

104

Some mandatory keys are missing

Call not found on the server

VCB received request regarding nonexisting or already-processed record

Received request refers to Callback

Request already processed

105

106

108

Can not execute the request due to DB error

Can not add the record

Error rescheduling a record

Predefined Attributes

Table 24

represents the reserved attribute names.

Table 24: Predefined Attributes

Key Value

VCB_USER_EVENT_REQUEST Request identifier for any request

Type

String

Description

Request (procedure) name

VCB_USER_EVENT_RESPONSE Response identifier for any response

String Name of corresponding request

(procedure)

Type of response VCB_ RESPONSE _TYPE

VCB_TARGET_APPLICATION_ID

0, “Acknowledge”

1, “SingleResult”

2, “MultipleResult”

3, “MultipleResultEnd”

4, “Error”

Int

Application ID Int

VCB_ORIGIN_APPLICATION_ID Application ID Int

Gplus Adapter for Siebel CRM—Deployment Guide 321

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Table 24: Predefined Attributes (Continued)

Key

VCB_REFERENCE_ID

VCB_CALL_RESULT

Value Type Description

Maintained by requestor Session-wide unique request identifier

Int

0, "Ok"

3, "General Error"

4, "System Error"

6, "Busy"

7, "No Answer"

8, "SIT Detected"

"Answering Machine"

10, "All Trunks Busy"

11, "SIT Invalid Num"

12, "SIT Vacant"

13,

"SIT Oper Intercept"

14, "SIT Unknown"

15, "SIT No Circuit"

16, "SIT Reorder"

17, "Fax Detected"

21, "Abandoned"

26, "Dropped"

27, "Dropped No

Answer"

28, "Unknown"

32, "Silence"

33, "Answer"

34, "NuTone"

35, "NoDialTone"

36, "NoProgress"

37, "NoRingBack"

38, "NoEstablishe"

39, "Pager Detected"

40, "Wrong Party"

41, "Dial Error"

42, "Call Drop Error"

43, "Switch Error"

44, "No Free Port Error"

45, "Transfer Error"

46, "Stale"

47, "Agent CallBack

Error"

48, "Group CallBack

Error

Int Call Result from previous dial attempt or Call Result Agent sends to change automatically detected one.

322 Gplus Adapter 7.5

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Table 24: Predefined Attributes (Continued)

Key

VCB_ERROR_CODE

VCB_ERROR_NAME

VCB_CURRENT_DN

VCB_CONTACT

VCB_TYPE

VCB_QUEUE

VCB_STAGE

VCB_ROUTING_POINT

Value

Error Code, see Error

Codes table.

Error Name

Type Description

Int Must be present when

VCB_RESPONSE_TYPE = 4

“Error”

String Must be present when

VCB_RESPONSE_TYPE = 4

“Error”

DN Number

String of digits

String DN that Callback Request currently resides on

String Contact number (for example, phone number)

0, ”Unknown”

1, “ASAP”

2, “Scheduled”

String Callback Type

0, “Unknown”

1, “Queued”

2, “NotQueued”

String To define search condition by

Queue

Int To define search condition by stage of Callback Request processing.

“Queued” means that Callback

Request is in queue awaiting distribution.

Name of Routing Point associated with Voice

Callback Service

String To specify Routing Point in request to VCB Server

VCB_ROUTING_POINT_DESCR Description of Routing

Point associated with

Voice Callback Service

String Description which Agent may use to assign Agent-created

Callback Request to most appropriate queue

VCB_LOCATION

VCB_DATE_TIME

Name of Switch String To specify Location in request to

VCB Server

“MMDDYYYYHHMM” String Date/Time to schedule callback

VCB_EWT “HHMM” String EWT estimated during Callback offering

Gplus Adapter for Siebel CRM—Deployment Guide 323

Chapter 5: Configuration and Installation of the Voice Component Detailed Descriptions of Device Events

Table 24: Predefined Attributes (Continued)

Key

VCB_EWT_TIME

VCB_ATTEMPTS

VCB_ORIGIN

VCB_TZ_NAME

VCB_STATUS

VCB_QUERY_COUNT

VCB_QUERY_INDEX

CRM_RECORD_MODE

CRM_REFERENCE_ID

CRM_IS_VCB_VIEW

CRM_PROTOCOL_EXT

Value

0, “Unknown”

1, “IVR”

2, “WEB”

3, “Desktop”

Type Description

“MMDDYYYYHHMM” String Date/Time when EWT was estimated

0...

Int Number of attempts

String Callback origination

String Config Server TZ Name (usually standard three letter abbreviation such as PST)

String Availability of Callback service 0, “Unknown”

1, “Not Available”

2, “Available”

0...

1...

"Preview"

"Auto"

Int

Number of Callback Requests returned by Query

Index of Callback Request in

Query Result Set

String VCB delivery mode, “Auto dial” or “Manual”

String

String Indicates that current Siebel view is VCB view.

“TRUE”

“FALSE”

“OCS”

“WCB”

“VCB”

String Genesys protocols shortcuts for

Outbound Contact Server and

Voice Callback Solution

324 Gplus Adapter 7.5

Chapter

Configuration and

Installation of the G

UCS Gateway

plus

This chapter describes how to configure and install the Gplus UCS Gateway.



This chapter includes the following sections:

Overview, page 325

New in This Release, page 325

Configuring Genesys, page 326

Installation, page 329

Configuring Siebel, page 330

Overview

The UCS Gateway is a back-end component used by the Gplus Multimedia

Component to access data stored in the Genesys Universal Contact Server.

New in This Release

This section provides information about new features or functionality in this release of the Gplus UCS Gateway Component:

•

Supports Siebel 8.0

•

Allows the option to start the Gplus UCS Gateway using Windows services

Gplus Adapter for Siebel CRM—Deployment Guide 325

Chapter 6: Configuration and Installation of the Gplus UCS Gateway Configuring Genesys

Configuring Genesys

This section describes how to configure the Genesys section of the UCS

Gateway.

Importing the Application Template

To import the UCS Gateway Application Template:

1. In Configuration Manager, under Environment, right-click the

Application

Templates

folder.

Select

Import Application Template.

Browse to and select the Application Template for the UCS Gateway. The name of this template is:

Gplus_UCS_Gateway_for_SiebelCRM_750.apd

Click

Open.

The Properties dialog box for the

Application Template

object displays.

Click

to accept the default values.

The

Application Template

object has been imported to the Genesys

Configuration Layer.

Creating the Application Object

To create the Application object for the UCS Gateway:

1. In Configuration Manager, under Environment, right-click the

Applications folder.

Select New > Application.

Select the Application Template that you just created:

Gplus_UCS_Gateway_for_SiebelCRM_750.apd

Click

OK.

The Properties dialog box for the Application appears.

Below are instructions for configuring the tabs in the Properties dialog box, arranged in the order in which they display. The first tab is the General tab (see

Figure 27 on page 327 ).

326 Gplus Adapter 7.5

Chapter 6: Configuration and Installation of the Gplus UCS Gateway Configuring Genesys

Figure 27: View of General Tab in Single-Tenant Environment

General Tab

1. Enter the name of the Application object you are configuring.

Select the Server Info tab.

Gplus Adapter for Siebel CRM—Deployment Guide 327

Chapter 6: Configuration and Installation of the Gplus UCS Gateway Configuring Genesys

Server Info Tab

1. Host field: Use the Browse button to select the host where you are installing the UCS Gateway and click

OK.

Communications Port field: Enter any valid port number. The port number must match the port specified in the URL of the Genesys Gplus

WebService in Siebel.

Note:

This option determines the HTTP port number used by the UCS

Gateway to receive HTTP packets from Siebel. You will use the value that you enter for this option when you configure the Siebel part of the UCS Gateway.

Select the Start Info tab.

Start Info Tab

Enter any valid value into each of the following fields:



Command Line

Command Line Arguments

The values you enter in these fields will be overwritten during installation; however, data must be present in these fields during the configuration process.

Leave the default values for the remaining fields.

Select the Connections tab.

Connections Tab

1. Add a connection to the Universal Contact Server.

Select the Options tab.

Options Tab

On the Options tab (see Figure 28 on page 329 ), in the Sections pane, the

following section is listed:

•

Log

328 Gplus Adapter 7.5

Chapter 6: Configuration and Installation of the Gplus UCS Gateway Installation

Figure 28: View of Options Tab

Log Section

The UCS Gateway supports the unified set of log options (common log options) to allow precise configuration of the log file output. For a complete list of unified log options and their descriptions, see the “Common Log

Options” chapter of the Framework 7 Configuration Options Reference

Manual.

If you do not specify any log options, the default values apply.

Installation

This section describes the installation process for the Gplus Adapter 7.5 UCS

Gateway.

Gplus Adapter for Siebel CRM—Deployment Guide 329

Chapter 6: Configuration and Installation of the Gplus UCS Gateway Configuring Siebel

UCS Gateway Memory Allocation

If you intend for your environment to handle large e-mails (which usually means working with with large attachments to e-mails), you may need to increase the amount of memory you allocate for the UCS Gateway.

(Insufficient memory may cause the UCS Gateway to return an HTTP 500 error when the driver makes a request to add attachments to

EmailOut.

)

Use the -Xmx option to set the maximum memory size for the UCS Gateway.

You can change this option in the starter.ini

file on Windows platforms, or in startup.sh

file on UNIX platforms. For example, to set the maximum memory size to 512 MB, change the

-Xmx

option to

512M.

Performing the Installation

Note:

Do not use special symbols in any destination directory name when installing in a UNIX environment.

•

To start the installation process, run the setup.exe

file (for Windows) or install.sh

file (for UNIX) from the UCS Gateway installation package and follow the setup instructions.

Configuring Siebel

For the description of how to configure Siebel for the UCS Gateway Server,

please see “Configuring the Definition of the UCS Gateway in Siebel” on page 343

330 Gplus Adapter 7.5

Chapter

Configuration and

Installation of the

Multimedia Component



This chapter includes the following sections:

Overview, page 332

New in This Release, page 332

Installing the Multimedia Component, page 332

Updating and Deploying the Siebel Repository File, page 335

Configuring the Definition of the UCS Gateway in Siebel, page 343

Performing Certain Imports, page 345

Adding Responsibility to Agents, page 345

Importing Configurations, page 346

Configuring the CTI Connection, page 346

Configuring Multimedia Agents, page 347

Driver and Configuration Parameters, page 349

Device Commands, page 356

Device Events, page 365

Gplus Adapter for Siebel CRM—Deployment Guide 331

Chapter 7: Configuration and Installation of the Multimedia Component Overview

Overview

Installation and configuration of the Multimedia Component includes:

•

Installing Genesys Open Media Communication Driver ( itx_scdrv

) on the

Gplus Communication Server

•

Compiling and deploying the Siebel Repository

•

Configuring business services access permissions

•

Deploying web templates and browser scripts

•

Configuring Siebel.

See the Gplus Adapter 7.5 for Siebel CRM User’s Guide for additional information about using this component.

New in This Release

This section provides information about new features or functionality in this release of the Multimedia Component:

•

Supports Siebel 8.0, 8.1.

•

Supports transfer of chat interactions through a user interface enhancement

•

Allows the agent to perform spell checking on a chat response before sending out the response

•

Displays chat responses with the most recent on the bottom of the transcript

Installing the Multimedia Component

The Multimedia Component can be installed on either Windows or UNIX platforms.

Installation Prerequisites

The following are prerequisites for installation of the Multimedia Component:

•

Back up the Siebel database and

.srf

file.

•

Install the Gplus Communication Server (see Chapter 2, “Configuration and Installation of the Gplus Communication Server for Siebel CRM,” on page 31 ).

•

Install the Gplus UCS Gateway (see Chapter 6, “Configuration and

Installation of the Gplus UCS Gateway,” on page 325 ).

332 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Installing the Multimedia Component

Installation and Uninstallation Guidelines

On Windows, the target computer may have only one installation of the Gplus

Adapter 7.5 for Siebel CRM. On UNIX, more than one installation of the

Adapter is allowed, but on any single computer, you can only have one

Adapter for every Siebel Server.

If the Adapter is already installed on the target computer, a new installation is considered as a reinstallation on that computer. Before you reinstall, you will be asked to uninstall the Gplus Adapter on Windows or confirm the reinstallation on UNIX platforms.

The installation package contains complementary pairs of icons for the

Ready/NotReady buttons. During the installation process, standard Siebel icons for the NotReady button are overwritten with new ones from the Genesys installation package. To preserve the standard Siebel icons, Genesys recommends that you backup the Siebel image files icon_notready_enabled.gif

and icon_notready_disabled.gif

in a safe location. If you uninstall the Gplus Adapter, you can manually restore the original buttons with these files.

Note:

Genesys recommends backing up the Siebel Web Template file

CCHtmlType.swf

before starting the installation procedure. For Siebel

7.5 users Genesys recommends backing up the Siebel Web Template file CCFrameToolbar .swt as well.

Installation Procedure

Note:

Do not use special symbols in any destination directory name when installing in a UNIX environment.

1. Start the Multimedia Component setup program on the host where the

Gplus Communication Server is installed.

Setup will ask about the path to the Gplus Communication Server. (For

Windows installation, skip to the next step.) Provide the correct path. The setup will install the files necessary for running the Open Media

Communication Driver ( itx_scdrv

) in this folder.

Setup will ask about the path to the main installation directory. The installation program will put the Siebel archive, scripts, images, and general production information in this folder

Gplus Adapter for Siebel CRM—Deployment Guide 333

Chapter 7: Configuration and Installation of the Multimedia Component Installing the Multimedia Component

Note:

In the case where the Voice component is not installed, you must

manually copy files representing icon images depending on your version of the Siebel Server: from

<Destination

Directory>/images/7.7

(for Siebel 7.7/7.8/8.0/8.1), or from

<Destination Directory>/images/7.5

(for Siebel 7.5.3) to the following directory:

< Web Server Host>/< SWEIconImages directory >

334 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Updating and Deploying the Siebel Repository

Updating and Deploying the Siebel

Repository File

Updating the Siebel Repository File

1. Start Siebel Tools.

If not done previously for the Voice component, import the

GenSymbolicStrings.sif

(for Siebel 7.8 and higher), GenComm.sif, and

GenesysTools.sif

archives from

<Installation Directory>/OBJECTS/<Siebel Version>,

where

<Siebel

Version>

is 7.5, 7.7, 8.0 or 8.1.

Create the

Genesys Multimedia

project, if it does not exist. Lock it.

Choose one of the

Action

-related Siebel BCs that you use and that corresponds with the following conditions.



The BC must have the following fields:

Attachment Flag

Attachment Id

Call Id

Comment

Description

Email BCC Line

Email Body

Email CC Line

Email Sender Address

Email To Line

Parent Activity Id

Primary Contact Id

Short Comment

Started

Status

Type



The BC should not have the following fields:

Attachment File Name

Attachment Flag 2

Interaction Id

For example, you might use the

Action Home Page

Action

BC.

Make three copies of the chosen BC and name them:

Action - Genesys MCR.

Action - Genesys MCR(EmailOut).

Gplus Adapter for Siebel CRM—Deployment Guide 335

Chapter 7: Configuration and Installation of the Multimedia Component Updating and Deploying the Siebel Repository

Genesys Action(Chat).

Put them in the

Genesys Multimedia

project.

Make a copy of the

Action Attachment

BC and name it

Action Attachment

- MCR EmailOut.

Put it in the

Genesys Multimedia

project.

Choose one of the Contactrelated Siebel BCs that you use and that corresponds with the following conditions:



The BC must have the following fields:

Comment

Email Address

Employee Flag

First Name

Job Title

Last Name

Status



The BC should not have the following fields:

IsBCC

IsCC

IsTo

For example, the BC might be the

Contact(All)

BC.

Make three copies of the chosen BC and name them:

Contact - Genesys MCR(EmailOut)

Inbound Interaction Contact List

Outbound Interaction Contact List

Put them in the

Genesys Multimedia

project.

Import the GplusMCR_Email_Chat_nested.sif

archive from

<InstallationDirectory>/OBJECTS/<Siebel Version>,

where

<Siebel

Version>

is 7.5, 7.7, 8.0 or 8.1. It will update the BCs you just created.

In the

Import Wizard-Preview

window, locate the

Conflict resolution section, and select “Merge the object definition from the archive file with the definition in the repository.”

Then carefully merge changes, keeping the following rules in mind:

The tables that follow contain the meaningful objects and attributes for

Genesys adapter functionality (relating to the cloned BCs). All other objects and attributes MUST be taken from the original BCs. For example, the value of the

Resolution

option must be set to

Repository.

For each object or attribute that is listed in the tables, the value of the

Resolution

option must be set to

File,

as long as no conflict exists.

If there are conflicts for a given attribute or object, the conflicts must be resolved manually.

336 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Updating and Deploying the Siebel Repository

Table 25: Action - Genesys MCR BC Objects and Resolutions

Object Type

BC Attribute

Server Script

Field

Multi Value link

Object Name

INACTIVE

NO_DELETE

NO_INSERT

NO_MERGE

NO_UPDATE

SCRIPTED

BindActivityContacts

BusComp_PreWriteRecord

BusComp_SetFieldValue

UpdateEmailInfo

Attachment File Name

Interaction Id

Attachment

File

Resolution

File

Table 26: Action - Genesys MCR(EmailOut) BC Objects and

Resolutions

Object Type

BC Attribute

Server Script

Object Name

INACTIVE

NO_DELETE

NO_INSERT

NO_MERGE

NO_UPDATE

SCRIPTED

BindActivityContacts

BusComp_PreWriteRecord

BusComp_SetFieldValue

File

Resolution

File

Gplus Adapter for Siebel CRM—Deployment Guide 337

Chapter 7: Configuration and Installation of the Multimedia Component Updating and Deploying the Siebel Repository

Table 26: Action - Genesys MCR(EmailOut) BC Objects and

Resolutions (Continued)

Object Type

Server Script

Field

Multi Value link

Object Name

PrintPropertySet

SkipMETA

UpdateEmailInfo

Attachment File Name

Attachment Flag 2

Interaction Id

Attachment

Resolution

File

Table 27: Genesys Action(Chat) BC Objects and Resolutions

Object Type

BC Attribute

Field

Object Name

INACTIVE

NO_DELETE

NO_INSERT

NO_MERGE

NO_UPDATE

Type

Resolution

File

Table 28: Action Attachment - MCR EmailOut BC Objects and

Resolutions

Object Type

BC Attribute

Object Name

INACTIVE

NO_DELETE

NO_INSERT

NO_MERGE

NO_UPDATE

SCRIPTED

Resolution

File

338 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Updating and Deploying the Siebel Repository

Table 28: Action Attachment - MCR EmailOut BC Objects and

Resolutions (Continued)

Object Type

Server Script

Field

Object Name

BusComp_NewRecord

BusComp_PreDeleteRecord

BusComp_PreInvokeRecord

BusComp_WriteRecord

ActivityIsNew

Resolution

File

Table 29: Contact - Genesys MCR(EmailOut) BC Objects and

Resolutions

Object Type

BC Attribute

Server Script

Field

Object Name

INACTIVE

NO_UPDATE

SCRIPTED

(declarations)

BusComp_PreGetFieldValue

BusComp_PreInvokeRecord

BusComp_PreSetFieldValue

ClearIntArrays

IsBCC

IsCC

IsTo

10.

For the

Action - Genesys MCR

and

Action - Genesys MCR(EmailOut)

BCs, set the field attribute Force Active to the checked state (or true in the

Property

window) for the following fields:



Email Sender Address

Email To Line

Email BCC Line



Email CC Line

Description

Email Body

File

Resolution

File

Gplus Adapter for Siebel CRM—Deployment Guide 339

Chapter 7: Configuration and Installation of the Multimedia Component Updating and Deploying the Siebel Repository



Interaction Id

Type

Started

Status

11.

For the

Action Attachment - MCR EmailOut

BC, set the field attribute

Force

Active to the checked state (or true in the Property window) for the following fields:



Activity Id

ActivityFileExt

ActivityFileName



ActivityFileSize

12.

For the

Inbound Interaction Contact List

and

Outbound Interaction

Contact List

BCs, set the attribute

No Update

to the unchecked state (or false

in the

Property

window).

13.

Import the

GplusMCR_Email_Chat.sif

archive from

<Installation

Directory>/OBJECTS/<Siebel Version>,

where

is 7.5,

7.7, 8.0, or 8.1.

14.

Apply and activate the following tables:



CX_AGNT_WB_CNT

CX_GEN_ACT_CHAT

CX_GEN_ACT_X

15.

Make sure the following web templates exist:



Applet Form Grid Layout

Applet Popup Form Grid Layout



If they do not exist, create them by importing the gridlayout.sif

file from

<Siebel Tools root directory>\OBJECTS

. To do this, the

Siebel Tools

and

Common Components

projects need to be locked.



If there is no gridlayout.sif

file available, create these web templates:

<Name = Applet Form Grid Layout, Type = Applet Template - Grid

Layout, Project = <Any Locked Project> then create a new record on the Web Template Files applet: filename=CCAppletFormGridLayout.swt, Name = Generic Form Applet

(Base)

<Name = Applet Popup Form Grid Layout, Type = Applet Template -

Grid Layout, Project = <Any Locked Project> then create a new record on the Web Template Files applet: filename=CCAppletPopupFormGridLayout.swt, Name = Generic Form

Applet (Base)

16.

Add the

Genesys

tab ( screen = Genesys

) to the Siebel application being used (such as Siebel Universal Agent (for Siebel Horizontal version) or

Siebel Financial Services (for Siebel Vertical version)).

For Siebel Servers 7.7/7.8/8.0/8.1, when inserting the tab record, in addition to the Screen column you also need to define the column Text -

340 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Updating and Deploying the Siebel Repository

String Override

or provide

Text - String Reference

. If you want to use

Text - String Reference

, then you must first create a symbolic string for a name of Genesys and enter it in the text field. To create a symbolic string:

Click Symbolic String in the Object Explorer view

Click on

Symbolic String view

and press

Ctrl+N

to create a new record.

Set the

Name

field to a

X_Genesys

value.

Set the

Current String Value

field to a name of Genesys.

Set

Project Filed

to any locked project.

Set the

Type

field to a Conversion value.

For Siebel Server 7.5.3, when inserting the tab record, in addition to the

Screen column you also need to define the column “Text” = Genesys .

17.

Add or modify (if it already exists) the Server script handler for the

Application_PreNavigate event for the Siebel application being used. The content of the event handler is provided in the

<InsDir>/OBJECTS/

Application_PreNavigate.es

file. To do this:

Refer to “Updating the Application's Application_PreNavigate Event

Server Script” on page 436

in the Appendix for general instructions.

Select the application object, open the context menu by clicking the right mouse button, and choose

Edit Server Scripts

. If there are no server scripts associated with the application object, you will be asked to select the scripting language. Please select eScript in this case.

Double-click the

Application_PreNavigate

event. Siebel Tools will show the content of the corresponding event handler.

If the content consists only of return (ContinueOperation)

, just replace all content with the content of the

<InsDir>/OBJECTS/Application_PreNavigate.es

file.

If the Universal Callback feature of the Voice Component was deployed, the

Application_PreNavigate

event handler was already changed, and now needs to be merged with the

Application_PreNavigate.es

file.

Application_PreNavigate

is already customized, you will need to merge

Application_PreNavigate.es

with your customized code, depending on your original customization logic.

Save changes in the server script and close the script window.

18.

For users of Siebel 8.0 and higher:



Allow access to the Genesys Chat and Communications Client Business

Services from the browser script by adding the following user properties to

 the application you use:

ClientBusinessServiceN = Genesys Chat

ClientBusinessServiceM = Communications Client

where

and

must be sequential integers, starting at

and incrementing by one. These integers should be different from existing integers.

Gplus Adapter for Siebel CRM—Deployment Guide 341

Chapter 7: Configuration and Installation of the Multimedia Component Updating and Deploying the Siebel Repository

19.

Compile the

.srf and browser scripts.

Note:

The Adapter does not contain limitations for some of the Adapter's compiled components that will work only with the T eScript

Engine (and not the ST eScript Engine). The default Siebel option is set to

Enable ST Script Engine = TRUE

, but for the Genesys component it should be set to

Enable ST Script Engine = FALSE

Deploying the Siebel Repository File, Browser Scripts, Web

Templates, and Changing Siebel Server Configuration

To deploy the Repository File, use the compiled Repository File as the Siebel

Server Repository File. To do this:

1. Stop the Siebel Server.

Back up the original Siebel Repository File.

Copy the compiled repository file instead of the original Siebel Repository

File.

Deploy (copy) browser scripts from the

as set in Siebel Tools to the corresponding Siebel Web Server extension folder (

<SWEApp>/public/language_code

Deploy (copy) the content of

<Installation Directory>/WEBTEMPL/<Siebel

Version>

into the Siebel Server

WEBTEMPL

directory.

where

is 7.5, 7.7, 8.0 or 8.1.

Add the content of the

<Installation

Directory>/WEBTEMPL/<SiebelVersion>/ToMerge/GenesysHtmlType.swf

file to the CCHtmlType.swf

from the Siebel Server WEBTEMPL directory.

Deploy (merge if the file was customized) commToolbar_shared.js

from

<Installation Directory>/SCRIPTS/<Siebel Version> with Siebel Server commToolbar_shared.js

, which should be located in the corresponding

Siebel Web Server extension folder

( <SWEApp>/public/language_code\latest system browser folder (the folder with the name = largest number)\scripts

is 7.5, 7.7, 8.0 or 8.1.

For Siebel versions prior to 8.0:

Allow access to the Genesys Chat Business Service from the browser script:

Open the application configuration file (for instance, for Siebel

Universal Agent—for Siebel Horizontal version—or Siebel Financial

Services—for Siebel Vertical version—the uagent.cfg

, or for Financial

Services, the fins.cfg

) with a text editor.

Find the

[SWE]

Section.

342 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Configuring the Definition of the UCS Gateway

Add the following lines:

ClientBusinessServiceN = Genesys Chat

ClientBusinessServiceM = Communications Client where

and

must be sequential integers, starting at

and incrementing by one. These integers should be different from integers in existing

ClientBusinessService

lines.

Save and close the file

Start the Siebel Server.

10.

Set up business service query access for:

Genesys Chat,MCR Activity manager,MCR

TopActiveWorkItem,GplusMediaRoute

(if the Media Routing Component will be deployed)

Services in the Siebel Server configuration.

For Siebel Web Client 7.7 and higher, the business service name has to be specified as the value for the

Business Service Query Access List

Server

Component parameter.

Navigate to

Administration

Server Configuration

Enterprises

On the

Component Groups

tab, select the required component, for example:

Siebel Financial Services

Switch to the

Parameters

tab.

Navigate to the

Business Service Query Access List

If the value is empty, set it to:

Genesys Chat,MCR Activity manager,MCR

TopActiveWorkItem,GplusMediaRoute

Otherwise add it to the end, separated by a comma.

Note that there are no empty spaces after the commas in the value.

Restart the Siebel Server.

Configuring the Definition of the UCS

Gateway in Siebel

To configure the definition of the UCS Gateway in Siebel:

1. Log in as Siebel administrator.

Navigate to the Outbound Web Services configuration view (Web Services administration).

Import

OBJECTS/<Siebel Version>/Gplus.xml

This should create the

Genesys Gplus WebService

outbound web service.

Gplus Adapter for Siebel CRM—Deployment Guide 343

Chapter 7: Configuration and Installation of the Multimedia Component Configuring the Definition of the UCS Gateway

Configure the

Genesys Gplus WebService

by changing the URL in the

Address

field of the

Gplus Service

port. The URL should point to the installed UCS Gateway.

For example: http://cti-ucs:2006/gateway

344 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Performing Certain Imports

Performing Certain Imports

To import “List of Value,” View Definitions, Responsibilities, and Predefined

Queries:

1. Log in as Siebel administrator.

Open the Site Map, then navigate to

Administration - Business Service,

Simulator (in 7.5.3, Business Service Administration, Service

Simulator)

Specify Genesys Tools as the Service Name, ImportAll as the Method

Name, and set

Iterations

In the

Input Arguments

(in 7.5.3,

Input Property Set

) applet, click the

Load From File

button, browse for

<InsDir>/OBJECTS/GplusMCR_LOV.xml

and load this file as shown in Figure 29 on page 345

Figure 29: Importing Lists of Values, View Definitions, Responsibilities, and Predefined Queries

Click

Run

on the

Service Methods

applet. Import results can be checked in the Output Arguments (in 7.5.3, Output Property Set ) applet.

Adding Responsibility to Agents

To create a new responsibility:

Gplus Adapter for Siebel CRM—Deployment Guide 345

Chapter 7: Configuration and Installation of the Multimedia Component Importing Configurations

1. Log in as Siebel administrator.

Navigate to Application Administration, Responsibilities .

Find the

Genesys Multimedia Agent

Responsibility.

Use the

Users

applet to add agents who will use Multimedia views.

Log out.

Importing Configurations

To create a new configuration import:

1. Log in as Siebel administrator.

Navigate to

Communication Administration, All Configurations view

Create a New Configuration import

OBJECTS/GenComm_universal.def

from the installation directory.

For more information, refer to the section “Universal Definition File” on page 22

in Chapter 1, “System Requirements.”

Configuring the CTI Connection

Using the Gplus Communication Server:

1. Log in as Siebel administrator.

Navigate to

Communication Administration, All Configurations view

Find the target configuration.

Click the

Profiles

tab, then click on the

Gplus_OpenMedia

driver.

Specify the

Driver:PrimaryGenCommServerURL

parameter, by providing the location of the Gplus Communication Server.

For example, if the Gplus Communication Server is installed on host cti

, and port

18000

is specified in the Genesys Configuration Layer as the

Server port, then:

Driver:PrimaryGenCommServerURL=” http:://cti:18000”

Notice that the specified name must be resolvable from the host where the

Siebel Communication Server is running.

If you have a backup Gplus Communication Server, enter information for the Driver:BackupGenCommServerURL , otherwise leave it empty.

Specify the Driver:SCAPIServerURL . This URL should contain the host of the Siebel Communication Server and any free port on this host. For example:

Driver:SCAPIServerURL=” http:://siebel:18081”

346 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Configuring Multimedia Agents

The host name provided must be resolvable from the host where the Gplus

Communication Server is running.

Specify the

Service:ConnectionName

. This should contain the Connection name (Application of Interaction Server) as specified in the Connections tab for the Gplus Communication Server. For example:

Service:ConnectionName= InteractionServer_Switch_122

Log out.

Configuring Multimedia Agents

Agent configuration consists of:

•

Adding

Genesys Multimedia Agent

responsibility to each target agent

•

Configuring agent telesets

•

Assigning agents to the Multimedia configuration

Adding Genesys Multimedia Agent Responsibility

1. Log in as Siebel administrator.

Navigate to

Application Administration, Responsibilities

Find the

Genesys Multimedia Agent

Responsibility.

Use the

Users

applet to add agents who will use Multimedia views.

Configuring Agent Telesets

Table 30

shows how an example scenario would be defined.

Table 30: Siebel Telesets

Place

Object Type

Genesys

Name

MyTeleset

Extension

ACD Position

1001

2001

Object Type

Teleset

Siebel

Name

MyTeleset

MyTeleset@GP

1001

2001

1. Navigate to

Communication Administration, All Telesets view

Gplus Adapter for Siebel CRM—Deployment Guide 347

Chapter 7: Configuration and Installation of the Multimedia Component Configuring Multimedia Agents

Find the teleset the agent already uses, or create a new one for the new agent.

For a new agent, add the agent on the

Agents

tab.

Navigate to the Extensions tab and add the S type extension with name

<Genesys Place>@GP

Notice that if you use the Gplus Configuration Synchronization component, then the Genesys

Place

name is the same as the name of teleset in Siebel. For example:

Teleset Name= T_CUBE_0001 then extension should be:

T_CUBE_0001@GP

Assigning Agents to the Multimedia Configuration

1. Navigate to the

Agent General Profile

view.

Find the Agent, then add the multimedia configuration as the primary configuration for this Agent.

If Siebel-Genesys synchronization is not used, then it is necessary to manually define the Agent Login value the same as the “Employee ID” value from the Genesys Configuration layer.

Workbin Parameters

Workbins are available for use by an agent in Siebel defined as

List of Value of type MCR_WORKBIN_TYPE , where the Language-Independent Code field defines the Siebel name of the workbin. The

Display value

should correspond to the workbin name as defined in Genesys Interaction Workflow Designer. It may be necessary to change

Display value

to correlate with a pre-existing Genesys

Multimedia configuration.

348 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Driver and Configuration Parameters

Driver and Configuration Parameters

Table 31

contains a list of the driver parameters for the Multimedia

Component, which includes the Genesys Chat and Genesys E-mail drivers.

Table 31: Driver Parameters

Parameter Name Default Value

Driver:BackupGenCommServerURL

Driver:LibraryName

Name

Service:AgentId itx_scdrv

Driver:PrimaryGenCommServerURL CHANGE_ME

Driver:SCAPIServerURL CHANGE_ME

Gplus_OpenMedia

{@AgentID}

Must Be

Defined in

Profile?

Comment

Yes

Specifies the URL of the backup Gplus

Communication Server

The name of the remote driver module which will be loaded by Gplus

Communication Server to handle requests for the Siebel

Communication Driver.

Specifies the Universal

Resource Locator

(URL) of the primary

Gplus Communication

Server

Specifies the URL to which the Gplus

Communication Server will send events

Driver name

Uses the macro

{@AgentID} to obtain

Agent Login of the current agent

Gplus Adapter for Siebel CRM—Deployment Guide 349

Chapter 7: Configuration and Installation of the Multimedia Component

Table 31: Driver Parameters (Continued)

Parameter Name Default Value

Service:ConnectionName

Service:DNList

CHANGE_ME

{@DNList}

Driver and Configuration Parameters

Must Be

Defined in

Profile?

Yes

Comment

Specifies the name of the Interaction Server to be used

Uses the macro

{@DNList} to obtain a list of DNs (standard extensions of type S) associated with the current agent

Table 32

contains a list of the communications drivers properties for the

Multimedia Component.

Table 32: Communications Drivers Properties

Property Name

Name

Channel Type

Inbound

Outbound

Interactive

Default Value Required Comment

Gplus_OpenMedia Yes

OpenMedia

True

Yes

The name of the driver;

Should not be changed.

Driver’s channel type; should not be changed

Driver capability: can work with inbound interactions; should not be changed

True Yes

Driver capability: can work with outbound interactions; should not be changed

Driver capability: designed for interactive work; should not be changed

350 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Driver and Configuration Parameters

Table 32: Communications Drivers Properties (Continued)

Property Name

Channel String

Library Name

Default Value

email, chat,

SiebelEmail,

BackgroundEmail

GenCommDrv

Required Comment

Yes

Specifies a commaseparated list of supported

Genesys media types

Name of local driver module; should not be changed

Table 33

contains a list of the configuration parameters for the Multimedia

Component.

Table 33: Configuration Parameters

Parameter Name

ChatTranscriptDirection

CheckPopupBeforeExecute

Default Value

TopToBottom

FALSE

Required Comment

Yes

This value determines chat the transcript direction. Valid values are

TopToBottom

and

BottomToTop

Checks for presence of the popup window before navigation.

Genesys recommend leaving this parameter set to

FALSE

Gplus Adapter for Siebel CRM—Deployment Guide 351

Chapter 7: Configuration and Installation of the Multimedia Component

Table 33: Configuration Parameters (Continued)

Parameter Name

EmailInboundDoneQueue

Default Value

__STOP__

EmailOutboundDoneQueue __STOP__

Driver and Configuration Parameters

Required Comment

Yes MCR Queue where inbound e-mails will be placed after “Mark done” or “Reply” operations.

__STOP__ means that processing of the interaction will be stopped completely.

If post-processing for inbound e-mails is needed, this value should be changed to the post processing queue as defined in your business process workflow. (For details on post processing, see the Genesys

Multimedia documentation).

Yes MCR Queue where outbound e-mails will be placed after “Delete” operation.

__STOP__ means that processing of the interaction will be stopped completely.

If post-processing for deleted outbound e-mails is needed, this value should be changed to the post processing queue as defined in your business process workflow. (For details on post processing, see the Genesys

Multimedia documentation).

352 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component

Table 33: Configuration Parameters (Continued)

Parameter Name

ExceptionLogPrefix

Default Value

exclog_

FromAddress

MediaRoutingDefaultQueue

CHANGE_ME

E-mails for agent processing

Driver and Configuration Parameters

Required Comment

No This value determines the prefix of a log file

(full name will be constructed as

“< ExceptionLogPrefix

>+<Agent Name>.log”) for storing error messages which may appear during CTI calls to Business Service methods.

Yes

This value must be changed. The value of this option is used to fill out the

From

field in outbound and reply emails (for example, [email protected]

)

If the queue is not explicitly specified in the submit request, then

Siebel eMails and other open media workitems will be submitted into this queue.

Gplus Adapter for Siebel CRM—Deployment Guide 353

Chapter 7: Configuration and Installation of the Multimedia Component Driver and Configuration Parameters

Table 33: Configuration Parameters (Continued)

Parameter Name

MediaRoutingDoneQueue

NewOutboundEmailQueue

NoteEmailBodyTruncated

Default Value

__STOP__

E-mails for processing by agents

...Message is too large... whole content is attached as

<EmailBodyAttachment

Name>

Yes

Required Comment

No MCR Queue where

Siebel eMails and/or other open media interactions will be placed after an agent completes handling of the interaction.

__STOP__

means that processing of the interaction will be stopped completely.

If post-processing for

Siebel eMails and/or open media interactions is needed, this value should be changed to the post processing queue as defined in your business process workflow. (For details on post processing, see the Genesys

Multimedia documentation).

Yes MCR Queue where new outbound e-mail will be created

Text which will be added to the end of an inbound e-mail if the size of the e-mail body exceeds the limit

(16008 bytes).

<EmailBodyAttachment

Name>

is a special tag which will be replaced by the name of attachment containing the whole original message.

354 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Driver and Configuration Parameters

Table 33: Configuration Parameters (Continued)

Parameter Name

NoteReplyBodyTruncated

ReplyOutboundEmailQueue

SendEmailNewDefaultQueue

SendEmailReplyDefaultQueue

Default Value

E-mails for processing by agents

Required Comment

...Source message is too large... skipped.

Yes

Text which will be added (instead of the body of the original email) to the end of the reply e-mail, if the content of the reply email generated by default is greater than

16008 bytes.

MCR Queue where outbound reply e-mail will be created

Outbound queue

Yes

MCR Queue where outbound e-mail will be placed as a result of the

Send

operation.

MCR Queue where reply e-mail will be placed as a result of the

Send

operation.

Gplus Adapter for Siebel CRM—Deployment Guide 355

Chapter 7: Configuration and Installation of the Multimedia Component Device Commands

Device Commands

The Interaction Server driver supports the following commands (different set of commands than the Voice driver supports):

OpenMediaLogin

Description Performs a

request stringParam datasetParam

Not Used

Reason

(ReasonCode)

Description

(ReasonValue)

Optional Reason for login

Optional Description of reason

OpenMediaLogout

Description stringParam datasetParam

Performs a

Logout

operation

Not Used

Reason

(ReasonCode)

Description

(ReasonValue)

Optional

Reason for logout

Description of reason

@some-media@OpenMediaReady

Description Set agent status to

Ready

for

‘some-media’

media type stringParam Not Used datasetParam Reason

(ReasonCode)

Optional Reason for becoming

Ready

, if any

Description

(ReasonValue)

Optional Human-readable description of specified reason

@some-media@OpenMediaNotReady

356 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Device Commands

Description stringParam datasetParam

Set agent status to

Not-Ready

for

‘some-media’

media type.

Not Used

Reason

(ReasonCode)

Optional Reason for becoming

Not-Ready

, if any

Description

(ReasonValue)

Optional Human-readable description of specified reason

@some-media@OpenMediaChangeMediaStateReason

Description stringParam

Change the agent media state reason for ‘some-media’ media type at any time while the agent is logged in.

Not Used datasetParam Optional Reason for media state, if any Reason

(ReasonCode)

Description

(ReasonValue)

Optional Human-readable description of specified reason

OpenMediaAccept

Description stringParam datasetParam

Accept interaction (inbound or outbound) offered to the agent

Not Used

TrackingID Optional Driver identifier of the item to be accepted. If not specified, the driver will choose ‘offered’ interaction based on built-in list of priorities.

ChatUsrNickName Optional Nickname of the agent to be used for chat (ignored for other interactions). If not provided, the value of

Service:AgentId

will be used instead.

TimeZoneOffset Optional Offset of agent time zone, used only for chat interactions. The default value is

Gplus Adapter for Siebel CRM—Deployment Guide 357

Chapter 7: Configuration and Installation of the Multimedia Component Device Commands

OpenMediaReject

Description stringParam datasetParam

Rejects (declines) the offered but not accepted interaction back to the router

Not Used

TrackingID Optional Driver identifier of the item to be rejected. If not specified, the driver will choose ‘offered’ interaction based on built-in list of priorities.

Optional Reason for decline Reason

(ReasonCode)

Description

(ReasonValue)

Optional Human-readable description of specified reason

OpenMediaPlaceInQueue

Description stringParam datasetParam

Places the interaction handled by agent into the specified queue and removes from the desktop. If queue name is

__STOP__

, then this command will completely stop processing of the interaction.

Not Used

TrackingID

Reason

(ReasonCode)

Description

(ReasonValue)

Optional Driver identifier of the interaction. If not specified, the driver will use by default the currently selected interaction.

Optional Reason for placing in queue or stopping processing

Optional Human-readable description of specified reason

OpenMediaLeave

Description stringParam

Declines the interaction currently handled by the agent. Similar to

OpenMediaReject

but acts for accepted interaction(s).

Not Used

358 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Device Commands datasetParam TrackingID

Reason

(ReasonCode)

Description

(ReasonValue)

Optional Driver identifier of the interaction. If not specified, the driver will use by default the currently selected interaction.

Optional Reason for declining the interaction

Optional Human-readable description of specified reason

OpenMediaSelect

Description stringParam datasetParam

Marks the specified interaction as selected (such as the default interaction if the command does not contain interaction id). This command should be used to synchronize the state of the Siebel communication toolbar which has one active (selected) interaction and the driver. If this command changes the selected interaction, the driver will send to Siebel the corresponding

OpenMediaSelected

event with interaction information

Not Used

TrackingID Mandatory Driver identifier of the item to be selected

OpenMediaDeselect

Description stringParam

Deselects the specified interaction and sends an

OpenMediaDeselected event to Siebel. If the specified interaction was not selected, no action is taken.

Not Used datasetParam TrackingID Mandatory Driver identifier of the item to be deselected

OpenMediaSubmit

Description Creates a new interaction with the specified attributes in the specified queue stringParam Not Used

Gplus Adapter for Siebel CRM—Deployment Guide 359

Chapter 7: Configuration and Installation of the Multimedia Component Device Commands datasetParam InteractionId

InteractionSubtype Mandatory Interaction subtype, such as

OutboundNew

OutboundReply

A list of possible Attribute Values is defined in Genesys Configuration under the corresponding Business

Attribute.

InteractionType Mandatory Interaction type, such as

Outbound

Inbound

A list of possible Attribute Values is defined in Genesys Configuration under the corresponding Business

Attribute.

MediaType

Mandatory Interaction ID of the interaction to be created

SubmitQueue

Properties

Mandatory Media type of the new interaction, such as email

, chat

Mandatory Queue where the new interaction is created

Optional Additional attributes (user data). Notice that all unknown key-value pairs in datasetParam

will be also treated as user data.

ParentId Optional ID of parent interaction

OpenMediaReply

Description stringParam

Places in queue or stops processing of the specified interaction (parent) and creates a child interaction with the specified ID. This command combines

OpenMediaPlaceInQueue

and

OpenMediaSubmit

requests for convenience purposes. If more advanced logic is required, the base commands should be used instead.

Not Used

360 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Device Commands datasetParam TrackingID

Queue

Mandatory Driver ID of source item

Mandatory Target queue for source interaction (can be

__STOP__

)

Optional Reason for reply Reason

(ReasonCode)

Description

(ReasonValue)

InteractionId

SubmitQueue

Properties

Optional Human readable description of specified reason

InteractionSubtype Mandatory Interaction subtype, such as

OutboundNew

OutboundReply

A list of possible Attribute Values is defined in Genesys Configuration under the corresponding Business

Attribute.

InteractionType Mandatory Interaction type, such as

Outbound

Inbound

A list of possible Attribute Values is defined in Genesys Configuration under the corresponding Business

Attribute.

MediaType

Mandatory Interaction Server Interaction ID of the interaction to be created

Mandatory Media type of the new interaction, such as email

, chat

Mandatory Queue where the new interaction is created

Optional Additional attributes (user data). Notice that all unknown key-value pairs in datasetParam

will be also treated as user data.

ParentId Optional ID of parent interaction

OpenMediaChangeProperties

Description Changes user properties associated with the specified interaction stringParam Not Used

Gplus Adapter for Siebel CRM—Deployment Guide 361

Chapter 7: Configuration and Installation of the Multimedia Component Device Commands datasetParam TrackingID

Properties Optional

DeletedProperties Optional

Optional

Driver identifier of the interaction. If not specified, the driver will use by default the currently selected interaction.

Properties to be updated

Properties to be removed from the interaction

All pairs from the provided dataset which are not recognized as predefined attributes will be treated similarly to the value of the

Properties

parameter - updated.

OpenMediaPlaceInWorkbin

Description stringParam datasetParam

Places the specified interaction in the specified workbin. Upon successful completion, the interaction will be removed from the CTI toolbar.

Not Used

TrackingID Optional

Workbin Mandatory

Driver identifier of the interaction. If not specified, the driver will use by default the currently selected interaction.

Name of the workbin as defined in the Genesys

Interaction Workflow Designer

WorkbinAgentId

WorkbinPlaceId

WorkbinPlaceGroypId

WorkbinAgentGroupId

Depending on the type of workbin, one of these attributes will be mandatory.

Optional

Properties to be removed from the interaction

Operation reason Reason

(ReasonCode)

Description

(ReasonValue)

Optional Description of reason

362 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Device Commands

OpenMediaPullInteractionById

Description stringParam datasetParam

Pulls the specified interaction

Not Used

InteractionId

Reason

(ReasonCode)

Description

(ReasonValue)

Mandatory ID of the interaction to be pulled

Optional Operation reason

Optional Description of reason

OpenMediaTransfer

Description Transfers the interaction to another agent stringParam datasetParam

Not Used

TrackingID Optional Driver identifier of the item. If not specified, the driver will use by default the currently selected item.

WorkinAgentId Mandatory Target agent login ID (employee ID in

Genesys terms)

ChatSend

Description stringParam datasetParam

Sends a chat message. Applicable only for chat interactions.

Not Used

TrackingID

ChatMsgText

Optional Driver identifier of the item. If not specified, the driver will use by default the currently selected item.

Mandatory Text to be sent

ChatReleaseParty

Description stringParam

Removes the specified party from the chat session

Not Used

Gplus Adapter for Siebel CRM—Deployment Guide 363

Chapter 7: Configuration and Installation of the Multimedia Component datasetParam

Device Commands

TrackingID

ChatUsrId

ChatMsgText

Optional

ChatAfterAction Optional

Optional

Driver identifier of the item. If not specified, the driver will use by default the currently selected item.

Action to be performed with chat session after removing the specified party. This can be:

KEEP_ALIVE

CLOSE_IF_NO_AGENTS

FORCE_CLOSE

See the Multi-Channel Routing Chat

Development Guide for more information.

Default value is

KEEP_ALIVE

Assumes self if this is not provided

Text to be sent (if any)

364 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component Device Events

Device Events

This section provides detailed descriptions of device events for the Multimedia

Component. For information about the use and syntax of the device events, refer to the Siebel Communications Server Administration Guide for your version of the Siebel Server.

Logged In

Device Event

Description

TrackingID

Attributes

OpenMediaLoggedIn

Agent has been logged in

Not applicable

TenantId

Tenant identifier to which agent belongs

Invited

Device Event

Description

TrackingID

Attributes

OpenMediaInvited

Agent is invited to handle the specified interaction

Driver ID of the offered interaction

Interaction properties

Selected

Device Event

Description

Attributes

OpenMediaSelected

Sent when the driver changes the internally-selected work item, usually sent as a result of a successfully completed

OpenMediaSelect

command

Interaction properties of the selected item

Gplus Adapter for Siebel CRM—Deployment Guide 365

Chapter 7: Configuration and Installation of the Multimedia Component

Deselected

Device Event

Description

Attributes

OpenMediaDeselected

Device Events

Sent when the driver deselects a work item when another interaction is selected, usually sent as a result of successfully completed

OpenMediaSelect

and

OpenMediaDeselect

commands

Interaction properties of the selected item

Released

Device Event

Description

Attributes

OpenMediaReleased

Interaction was released from the agent, usually as a result of a transfer, place in queue operation, and so on

Interaction properties

Accepted

Device Event

Description

Attributes

OpenMediaAccepted

Interaction was successfully accepted

Interaction properties of the accepted work item

Submitted

Device Event

Description

Attributes

OpenMediaSubmitted

Interaction was created

Interaction properties of the submitted work item

Pulled

366 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component

Device Event

Description

Attributes

OpenMediaPulled

Interaction was pulled to the agent

Interaction properties of the pulled work item

Workbin Content

Device Event

Description

Attributes

OpenMediaWorkbinContent

Deliver content of the specified workbin

WorkbinId

Workbin identifier

Content

Content of workbin

Workbin Content Changed

Device Event

OpenMediaWorkbinChanged

Description

Attributes

Content of workbin was changed

WorkbinId

Workbin identifier

InteractionId

ID of the interaction

InteractionType

Type of the interaction

InteractionSubtype

MediaType

Parent Id

Subtype of the interaction

Media type of the interaction

ID of the parent interaction (if any)

Operation

UserData

Type of operation if content changes

User data

Chat New Part

Device Event

ChatNewParty

Gplus Adapter for Siebel CRM—Deployment Guide

Device Events

367

Chapter 7: Configuration and Installation of the Multimedia Component

Description

Attributes

New party was added to the chat session

ChatUsrId

Chat user ID

ChatUsrType

Chat user type (

AGENT

CLIENT

)

ChatMsgType

Chat message type (such as

TEXT

)

ChatUsrNick

Nickname of the user who joined the chat session

ChatSerialNumber

Sequential number of the chat event

ChatTimeshift

Time shift of the chat session

ChatVisibility

Chat visibility (reserved)

ChatStartedAt

Chat start time

Device Events

Chat Re Enter

Device Event

Description

Attributes

ChatReEnter

Party re-enters the chat session

ChatUsrId

Chat user ID

ChatUsrType

Chat user type (

AGENT

CLIENT

)

ChatMsgType

Chat message type (such as

TEXT

)

ChatUsrNick

Nickname of the user who re-entered the chat session

ChatSerialNumber

Sequential number of the chat event

ChatTimeshift

ChatVisibility

Time shift of the chat session

Chat visibility (reserved)

ChatStartedAt

Chat start time

Chat Party Left

368 Gplus Adapter 7.5

Chapter 7: Configuration and Installation of the Multimedia Component

Device Event

Description

Attributes

Device Events

ChatPartyLeft

Chat user left the chat session

ChatUsrId

Chat user ID

ChatUsrType

Chat user type (

AGENT

CLIENT

)

ChatMsgType

Chat message type (such as

TEXT

)

ChatUsrNick

Nickname of the user who left the chat session

ChatSerialNumber

Sequential number of the chat event

ChatTimeshift

Time shift of the chat session

ChatVisibility

Chat visibility (reserved)

ChatStartedAt

Chat start time

Gplus Adapter for Siebel CRM—Deployment Guide 369

Chapter 7: Configuration and Installation of the Multimedia Component Device Events

Chat Message

Device Event

Description

Attributes

ChatMessage

Someone enters a new chat message

ChatUsrId

Chat user ID of message author

ChatUsrType

Chat user type ( author

AGENT

CLIENT

) of message

ChatMsgType

Chat message type (such as

TEXT

)

ChatMsgText

Content of the chat message

ChatUsrNick

Nickname of the message author

ChatSerialNumber

Sequential number of the chat event

ChatTimeshift

Time shift of the chat session

ChatVisibility

Chat visibility (reserved)

ChatStartedAt

Chat start time

Command Status

Device Event

Description

Commands

OpenMediaCommandStatus

Command status was changed

String describing the difference between the current and previous command status.

370 Gplus Adapter 7.5

Chapter

Configuration and

Installation of the Media

Routing Component



This chapter describes how to configure and install the Gplus Adapter for

Siebel CRM Media Routing Component. The chapter includes the following sections:

Overview, page 371

New in This Release, page 372

Installing the Media Routing Component, page 372

Configuring Multimedia Agents and Communications, page 380

Configuring Siebel eMail Response, page 381

Updating and Deploying the Siebel Repository File, page 384

Non-Realtime/Background E-Mail Routing for Siebel 7.7/7.8/8.0/8.1, page 385

Pulling/Stopping Siebel eMail Interactions, page 386

Driver and Configuration Parameters, page 388

Device Commands and Events, page 388

Configuring the Media Routing Component for Routing Siebel Work

Items, page 389

Overview

Installation and configuration of the Media Routing Component includes:

•

Compiling and deploying the Siebel Repository

•

Configuring and activating business workflows

•

Configuring Siebel eMail Response

Gplus Adapter for Siebel CRM—Deployment Guide 371

Chapter 8: Configuration and Installation of the Media Routing Component New in This Release

•

Configuring Siebel.

See the Gplus Adapter 7.5 for Siebel CRM User’s Guide for additional information about using this component.

New in This Release

This section provides information about new features or functionality in this release of the Gplus Media Routing Component:

•

Supports Siebel 8.0, 8.1.

•

No longer uses the Gplus Multimedia driver library to send route requests to the Genesys environment, but rather uses the Gplus Communication

Server.

•

Provides the ability to transfer a work item to another agent or queue.

•

Provides the ability to pull an interaction while it is in queue waiting to be delivered to agents

•

Provides the ability to cancel a route request and thus stop its processing in the Genesys environment

Installing the Media Routing Component

The Media Routing Component can be installed on either Windows or UNIX platforms.

Note:

The Media Routing Component for Siebel uses some functionality of the Multimedia Component, so the Media Routing Component should be installed after the Multimedia Component. The Media Routing

Component will not function without the Multimedia Component.

The Media Routing Component uses the same communications driver names and profile as the Multimedia Component. However, if you plan to use the

Media Routing Component for routing Siebel work items in addition to Siebel eMail, you will need to make some changes in communication configuration.

See the section called “Configuring the Media Routing Component for

Routing Siebel Work Items” on page 389 .

Installation Prerequisites

The following are prerequisites for installation of the Media Routing

Component:

•

Back up the Siebel database and

.srf

file.

372 Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Installing the Media Routing Component

•

Install the Gplus Communication Server (see Chapter 2, “Configuration and Installation of the Gplus Communication Server for Siebel CRM,” on page 31 ).

•

Install the Gplus Multimedia Component (see Chapter 7, “Configuration and Installation of the Multimedia Component,” on page 331

Installation

Note:

Do not use special symbols in any destination directory name when installing in a UNIX environment.

•

Start the Media Routing Component setup program:



 setup.exe

(for Windows, or) install.sh

(for UNIX)

Setup will ask you to enter a full path for the destination directory for installation. The installation program will place the Siebel archive, scripts, and general production information in this folder.

Target Directory Structure and File Locations

The following generic directory names are used in the description of the directories structure:

•

<Destination Directory

> is the destination directory for installation used by the installation script to copy the Adapter component files.

•

Files in subdirectories

<Destination Directory>/objects/7.5

are related to

Siebel version 7.5.3.

•

Files in subdirectories

<Destination Directory>/objects/7.7

are related to

Siebel versions 7.7/7.8.

•

Files in subdirectories

<Destination Directory>/objects/8.0

are related to

Siebel version 8.0.

•

Files in subdirectories

<Destination Directory>/objects/8.1

are related to

Siebel version 8.1.

Creating a Connection Subsystem

Configure a connection subsystem for the Gplus Communication Server that will be used by the Media Routing Component.

To do this (refer to Figure 30 on page 375 ):

1. Log in to Siebel Client as Siebel Administrator.

Navigate through the Site Map to Siebel Server configuration:



In a Siebel 7.5.3 environment, select

Site Map

Server

Administration

Enterprise Configuration

Gplus Adapter for Siebel CRM—Deployment Guide 373

Chapter 8: Configuration and Installation of the Media Routing Component Installing the Media Routing Component



In a Siebel 7.7/7.8/8.0/8.1 environment, select

Site Map

Administration - Server Configuration

Click

Profile Configuration

Click the New Record button.

Set the following parameters for the new record:



Set the Profile field and Alias field to GplusCommServerPrimary

Set the

Subsytem Type

field to

HTTPSubSys

Set the

Description

field to

GplusCommServerPrimary

Save the created record.

Click the Profile Parameter applet and enter the following parameters for the record you just created:



Set the

HTTP Request Method

parameter to

POST

Set the

HTTP Request URL Template

to http://<host>:<port>/MEDIA_REQUEST#RouteRequest where

<host>

and

<port>

are the host and the port of the Gplus

Communication Server being used.

Note:

The Gplus Communication Server port required here must be configured in the Connection Protocol option with the value tcp.

If you have not done this yet, follow the corresponding instructions in

“Server Info Tab” on page 36 for your Gplus Communication Server

Application

object.

Create a connection subsystem for the backup Gplus Communication

Server, if it is needed. Do the same as for the primary Gplus

Communication Server, but set the

Profile

field and

Alias

field to the value

GplusCommServerBackup

Note:

After creating/updating a connection subsystem, you might have to restart your Siebel server to make the changes effective. Please refer to your Siebel server documentation.

374 Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Installing the Media Routing Component

Figure 30: Creating a Connection Subsystem

GplusMediaRouting-ProcessMessage Business Processes:

Import, Activation, and Deployment

Note:

This step is required only if you are using the Media Routing

Component for routing of Siebel eMail.

Note:

If when importing a workflow process, you encounter the following error:

“This operation is not allowed when there are no records displayed. Please execute a query that returns at least one record or add a new record.”

Please refer to Siebel Alert 594.

Gplus Adapter for Siebel CRM—Deployment Guide 375

Chapter 8: Configuration and Installation of the Media Routing Component Installing the Media Routing Component

For Siebel Version 7.5.3

To import, configure, and activate the GplusMediaRouting-ProcessMessage

Business Process definition:

1. Select

Business Process Administration

Workflow Processes

> A ll

Processes .

Select

Import Workflow

from the Processes list menu. Browse to and select the GplusMediaRouting-ProcessMessage.xml

file.

Click

Import

The corresponding GplusMediaRouting-ProcessMessage record appears in the Workflow Processes list in an

In Progress

state.

Click on the process.

Select the

Process Properties

tab.

Define string values for the following properties according to your environment:



ConnectionName

SubmitQueue

If you will use non-realtime (background) mode for e-mail processing, please set the

RoutingMediaType

property to

BackgroundEmail

. For the value and meaning of these properties, please refer to the Gplus Adapter 7.5 for

Siebel CRM Developer’s Guide.

Click Activate .

For Siebel Versions 7.7/7.8/8.0/8.1

Starting with Siebel version 7.7.1, Siebel moved all the Business Process development from the Siebel Client environment to the Siebel Tools environment. Therefore, all changes to the repository file concerning Siebel

Business Processes should be made using Siebel Tools, exported into XML files, and later imported using Siebel Client.

Siebel Tools usage:

1. Lock EMR Workflow project.

Using the Object Explorer, choose the Workflow Process tab.

Import the GplusMediaRouting-ProcessMessage.xml

file, as shown in Figure

31 .

376 Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Installing the Media Routing Component

Figure 31: Siebel Tools Usage

Define string values for the following properties according to your



environment (see Figure 32 on page 378

ConnectionName

SubmitQueue

Here, the

ConnectionName

value is the application name of a Genesys

Interaction Server as specified in the Connections tab for the Gplus

Communication Server. The

SubmitQueue

value is the name of the queue to which the interaction should be submitted.

If you will use non-realtime (background) mode for e-mail processing, please set the RoutingMediaType property to BackgroundEmail . These properties are used as parameters for the GplusMediaRoute Business

Service. For more information about these properties, please see the

“Media Routing Component Customization” section of the Gplus Adapter

7.5 for Siebel CRM Developer’s Guide.

Gplus Adapter for Siebel CRM—Deployment Guide 377

Chapter 8: Configuration and Installation of the Media Routing Component Installing the Media Routing Component

378

Figure 32: Defining Workflow Properties

If you would like to add some AttachedUserData values to a route request, you should add custom input arguments for the GplusMediaRouting workflow step. For this, select the GplusMediaRouting box in design view

(as seen in

Figure 32

), then right-click on

GplusMediaRouting

, select

Show

Input Arguments

from the menu (see Figure 33 on page 379 ), then add a

new record in the

Input Arguments

view. All input arguments except the predefined arguments will be attached to a route request as

AttachedUserData.

Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Installing the Media Routing Component

Figure 33: Editing Input Arguments for GplusMediaRouting Workflow Step

Deploy the workflow process.

Export the workflow process into a file.

Siebel Client usage:

1. Import the

.xml

file exported previously from the Siebel Tools into the

Active Workflow Processes

list/set as shown in Figure 34 on page 380

Gplus Adapter for Siebel CRM—Deployment Guide 379

Chapter 8: Configuration and Installation of the Media Routing Component Configuring Multimedia Agents and

Figure 34: Business Process - Workflow Process Import

Make sure that the workflow is active. If not, activate the workflow.

Configuring Multimedia Agents and

Communications

In the communications configuration, set a proper value for the

MediaRoutingDefaultQueue

configuration parameter. This parameter defines a name of a queue in which will be placed Siebel eMail interactions marked as done. No another special parameter is required except what is used in the

Multimedia component.

In the Genesys environment:

1. Create

SiebelEmail

and

BackgroundEmail

media types. If you will use the

Media Routing Component for routing Siebel work items, create a custom media type for each type of work item. Genesys recommends using different media types for different Siebel work item types.

Add the newly-created media types to agent capacity rules (see Figure 35 on page 381 ).

380 Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Configuring Siebel eMail Response

Configure the Genesys routing strategy for routing the newly-created media type interactions. (Please see

OBJECTS\GplusMediaRoutingSample.zcf

as a sample strategy in the installation directory.)

No additional agent configuration is required except what was done for the

Multimedia Component configuration. Please make sure that the agent has a proper capacity rule (

SiebelEmail

media type is enabled if an agent is working with Siebel eMail,

BackgroundEmail

media type is enabled if an agent is working with background Siebel eMail). Any custom media types are enabled if the Media Routing Component is used for routing of Siebel work items.

Figure 35: Capacity Rule Wizard

Configuring Siebel eMail Response

Configuring Siebel eMail Response includes Configuring Siebel Internet

SMTP/POP3 Server Driver Profile and Creating a Response Group.

Note:

This step is required only if you are using the Media Routing

Component for routing of Siebel eMail.

Gplus Adapter for Siebel CRM—Deployment Guide 381

Chapter 8: Configuration and Installation of the Media Routing Component Configuring Siebel eMail Response

The following Workflow Processes must be activated for the Siebel eMail

Response application:

•

eMail Response-Analyze Message

•

eMail Response-Append Thread Id

•

eMail Response-Client Send E-mail

•

eMail Response-Create Activity

•

eMail Response-Get Entitlement Id

•

eMail Response-Identify Language

•

eMail Response-Parse Junk E-mail

•

eMail Response-Response Workflow

•

eMail Response-Search Spec

•

eMail Response-Send Acknowledgement

•

eMail Response-Send Auto Response

•

eMail Response-SR Help

•

eMail Response-Update Activity Status

For details and more information, please see the Siebel eMail Response

Administration Guide.

Configuring Siebel Internet SMTP/POP3 Server Driver Profile

To configure the Siebel Internet SMTP/POP3 Server Driver profile:

1. In the Siebel Site Map, navigate to

Communications Driver and Profiles



For Siebel 7.7/7.8/8.0/8.1, select

Site Map

Administration -

Communications

Communications Driver and Profiles



For earlier versions of Siebel, select Site Map > Communications

Administration

Communications Driver and Profiles

Select the record for the Internet SMTP/POP3 Server communication driver.

Select the Profile tab.

Click New on the Profiles form and set the name of the profile to the value of the e-mail address.

Click

New

to create necessary parameter value overrides:



From Address: the value must be the same as the e-mail address (with which the profile works) or the profile name (which is the same)



Incoming E-mail Directory: the directory where incoming e-mails are saved



POP3 Account Name: the name of the POP account

POP3 Account Password: the POP3 Account password string

POP3 Server: the name of the POP Server

POP3 Server Port: the POP3 Server Port value (usually

110

)

382 Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Configuring Siebel eMail Response



Siebel Server: the name of the Siebel Server on which eMail Response works

SMTP Server: the name of the SMTP Server

SMTP Server Port: the SMTP Server Port value (usually 25 )

SMTP Account Name: the name of the SMTP account

SMTP Account Password: the SMTP account password string

Try POP3 Logon: the value is

TRUE

(for Siebel 7.5.3 only)

Set the Responsibilities of the created Server Driver Profile to Universal

Agent

Creating a Response Group

To create a response group:

1. In the Siebel Site Map, navigate to

All Response Groups



For Siebel 7.7/7.8/8.0/8.1, select

Site Map

Administration -

Communications

All Response Groups



For earlier versions of Siebel, select Site Map > Communications

Administration

All Response Groups

The Response Groups list appears.

Click

New

on the Response Groups form.

Set the name of the response group to the exact value of the SMTP/POP3 driver profile name, with which the response group works.

Set the Administrator E-mail Address to an e-mail address in which you want to direct undeliverable e-mail that is sent to profiles in each response group.

Set the Server option to the value of Siebel Server, which is used for the eMail Response processing.

Set Startup option to

Active

(

Automatic

for Siebel 7.5.3)

Select the Profiles tab.

Click New and select the previously created profile for the SMTP/POP3 driver from the list of profiles.

Select the

Input Arguments

tab and click

Generate Defaults

10.

Rename the

ProcessName

argument to

“GplusMediaRouting-

ProcessMessage.”

(Refer to Figure 36 on page 384

Gplus Adapter for Siebel CRM—Deployment Guide 383

Chapter 8: Configuration and Installation of the Media Routing Component Updating and Deploying the Siebel

Figure 36: Input Arguments Editing

Updating and Deploying the Siebel

Repository File

1. Start Siebel Tools.

Lock the Genesys Multimedia project and lock the GplusMediaRouting

Project, if it already exists.

Import the

GplusMediaRouting.sif

archive file from

<Installation Directory>/OBJECTS/<Siebel Version>

. For this:

In Siebel Tools, select

Tools

Import from Archive

In the

Select Archive to Import

window, browse to

<Installation Directory>/OBJECTS/7.5

for Siebel Server version

7.5.3, to

<Installation Directory>/OBJECTS/7.7

for Siebel Server versions 7.7/7.8, to

<Installation Directory>/OBJECTS/8.0

for Siebel

Server version 8.0, or to <Installation Directory>/OBJECTS/8.1

for

Siebel Server version 8.1.

Select the GplusMediaRouting.sif

archive file.

Click Merge the object definition in the repository .

Compile the projects.

384 Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Non-Realtime/Background E-Mail Routing

Set up business service query access for the

GplusMediaRoute

Business

Service in the Siebel Server configuration, only for Siebel 7.7/7.8/8.0/8.1.

The business service name has to be specified as the value for the Business

Service Query Access List Server Component parameter.

Navigate to

Administration

Server Configuration

Enterprises

On the

Component Group

tab, select the required component; for example:

Siebel Financial Services

Switch to the

Parameters

tab.

Navigate to the

Business Service Query Access List

record.

Add

GplusMediaRoute

to the end of the record value, separated by a comma.

Restart the Siebel Server to make the changes effective.

Deploy the

SRF

(Repository) file. For this:

Stop the Siebel Server.

Back up the original Siebel Repository File.

Copy the compiled repository file into the proper location (so that you can use it instead of the original Siebel Repository File).

Start the Siebel Server.

Note:

The Adapter does not contain limitations for some of the Adapter's compiled components that will work only with the T eScript Engine

(and not the ST eScript Engine). The default Siebel option is set to

Enable ST Script Engine = TRUE

, but for the Genesys component it should be set to

Enable ST Script Engine = FALSE

Non-Realtime/Background E-Mail Routing for Siebel 7.7/7.8/8.0/8.1

Background processing allows you to apply more server processing power to e-mail. This is especially important when your site receives high volumes of email. Non-realtime (background) mode e-mail processing allows the servers to process a high volume of inbound e-mails in the following way:

•

Inbound mail messages are retrieved by the Siebel eMail handler.

•

The Siebel SMTP/POP3 driver creates inbound e-mail into files.

•

The Comm Inbound Receiver (CIR) will move these files into Siebel File

Systems.

•

The Comm Inbound Processor (CIP) then processes these files. Since CIP uses workflow to process the e-mail, you can set up multiple CIPs to process the volume of e-mail.

Gplus Adapter for Siebel CRM—Deployment Guide 385

Chapter 8: Configuration and Installation of the Media Routing Component Pulling/Stopping Siebel eMail Interactions

The native Siebel eMail Response application uses Siebel Universal Queue

(UQ) to route e-mails and to generate the @HandleNonRealtimeWorkItem

Siebel special event. In the Genesys-adapted Siebel eMail Response application, Genesys Universal Router (UR) functionality is used for e-mail routing, therefore @HandleNonRealtimeWorkItem is not generated.

The Media Routing Component uses workbins for background interactions.

Genesys recommends using the same agent workbin for Siebel background email as for Multimedia inbound e-mail. The mode of interaction processing is defined by a Genesys Router strategy, (for example, background interaction should be placed into agent workbin, but real-time interactions should be placed into inbound queue). By default, The Media Routing Component uses different media types to instruct the Genesys Universal Router on how to process the e-mail call on the agent side. Refer to the provided strategy sample in the installation directory

OBJECTS\GplusMediaRoutingSample.zcf

file.

The

SiebelEmail

media type is used for real-time processing mode, and

BackgroundEmail media type is used for nonreal-time processing mode. Media type is set as an input argument of the GplusMediaRoute business service in the

GplusMediaRouting-ProcessMessage

business process. You may add an attribute’s value in an interaction’s attached data as the indicator of the processing mode to be applied to an interaction, and update a strategy to check this attribute’s value.

Non-realtime (background) mode may be used for routing any Siebel work items. The mode of processing is defined by the strategy used, the same as for

Siebel eMail.

Pulling/Stopping Siebel eMail Interactions

To use pulling/stopping functionality provided in the Media Routing

Component, customer customization is required, as the component does not provide a user interface for this functionality.

Pulling functionality is implemented by the communication commands

PullbyInteractionIdMR

and

PullbyThirdPartyIdMR

. To enable pulling functionality for an agent, you must allow an agent to invoke the

PullbyInteractionIdMR

PullbyThirdPartyIdMR

communication command.

To enable stopping functionality for an agent, you must allow an agent to invoke the StopbyInteractionIdMR or StopbyThirdPartyIdMR communication command.

You may add a button into one of the activity applets to invoke the command, or you may add a toolbar button, or just set the

Hidden

parameter of the command to

True

. The agent should locate an appropriate Siebel record and invoke a command.

386 Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Pulling/Stopping Siebel eMail Interactions

The command

PullbyInteractionIdMR

uses the data parameter

InteractionId

, which is the field name to store the Genesys interaction ID, and invokes a

OpenMediaPullInteractionById

multimedia driver device command.

The command PullbyThirdPartyIdMR uses the data parameter ThirdPartyId , which is the field name to store the Siebel record ID, and invokes the business service method

GplusMediaRoute.PullInteraction

The command

StopbyInteractionIdMR

uses the data parameter

InteractionId

, which is the field name to store the Genesys interaction ID, and invokes the business service method

GplusMediaRoute.StopWorkItem

The command

StopbyThirdPartyIdMR

uses the data parameter

ThirdPartyId

, which is the field name to store the Siebel record ID, and invokes the business service method

GplusMediaRoute.StopWorkItem

For additional information, please refer to the “Media Routing Component

Customization” section of the Gplus Adapter 7.5 for Siebel CRM Developer’s

Guide.

Gplus Adapter for Siebel CRM—Deployment Guide 387

Chapter 8: Configuration and Installation of the Media Routing Component Driver and Configuration Parameters

Driver and Configuration Parameters

For a complete list of Driver Parameters that the Media Routing Component

uses, please refer to the Driver Parameters described in Chapter 7 ,

“Configuration and Installation of the Multimedia Component”

Table 34

below contains the parameter specific to the Media Routing

Component.

Table 34: Media Routing Driver Parameters

Parameter Name

MediaRoutingDoneQueue

Default Value

__STOP__

MediaRoutingDefaultQueue (E-mails for agent processing)

Required Comment

Yes

MCR Queue where third-party interactions (such as Siebel eMails) will be placed after completion (Send, Cancel buttons for Siebel eMail).

__STOP__

means that processing of the interaction will be stopped completely. If post processing for completed third-party items is needed, this value should be changed to the post processing queue where the post processing strategy is running.

MCR Queue where third-party interactions (such as Siebel eMails) will be placed for processing

Device Commands and Events

The Media Routing Component uses the same driver as the Multimedia

Component, so device commands and events are the same as for the

Multimedia Component. For a list of device commands and events, please

refer to Chapter 7, “Configuration and Installation of the Multimedia

Component,” on page 331 .

388 Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Configuring the Media Routing Component

Configuring the Media Routing Component for Routing Siebel Work Items

The Media Routing Component for Siebel can be used for routing any type of

Siebel work item by means of Genesys Multimedia, both in real-time and in background mode. The Media Routing Component provides basic functionality for workitem routing, but does not provide a graphical user interface (GUI) out-of-the-box. Customization is required to create this functionality.

To configure the Media Routing Component for this, do the following:

In the Genesys environment:

1. Create a new custom media type, making sure to use different media types for different Siebel work item types. To try provided samples, create

ServiceRequest and ServiceOrder media types.

Add the newly-created media types to agent capacity rules.

Configure the Genesys routing strategy for routing the newly-created media type interactions. (Please see the file

OBJECTS\GplusMediaRoutingSample.zcf

as a sample strategy in the installation directory.)

In the Siebel environment:

1. Add the newly-created media types into the

Driver.Channel

String.

Create

Ready

and

NotReady

commands for newly-created media types. A sample of this command is provided in the file

OBJECTS/GenComm_universal.def

in the installation directory. At the end of this file, look for

ReadyForSiebelSRGroup

and

NotReadyForSiebelSR commands.

Add the new commands into the proper group commands. To try the provided samples, add the

ReadyForSiebelSRGroup

command into the

ReadyGroup

command group, and the

NotReadyForSiebelSR

command into the

NotReadyGroup

command group.

Create an Event Handler for the

OpenMediaAccepted

event for each of the newly-created media types (please refer to the sample event handler

OpenMediaAcceptedSR

). Set the proper

Filter

and

Event Response

Create an Event Handler for the

OpenMediaSelected

event for each of the custom media types (please refer to the sample event handlers

OpenMediaSelectedSR

and

OpenMediaSelectedOrder

. Set the proper

FilterSpec

and

Event Response

. In

Event Response

you should set a Siebel view which should be used for editing a routed work item as a

SingleView parameter. You should set the

QuerySpec

parameter to the value

FieldName='{ThirdPartyId}’

, where

FieldName

is the ID field for a Siebel

Gplus Adapter for Siebel CRM—Deployment Guide 389

Chapter 8: Configuration and Installation of the Media Routing Component Configuring the Media Routing Component work item. Please refer to the sample event responses

OpenMediaSelectedSR and

OpenMediaSelectedSO

(at the end of the file

OBJECTS/GenComm_universal.def

Create Event Handlers for the

OnOpenMediaPulledSR

and

OpenMediaAccepted events for each of the custom media types. Set the proper

Filter

MediaType , and Event Response . Please refer to the sample event handlers

OnOpenMediaPulledSR

and

OpenMediaAcceptedSR

Create commands to send a route request. Set the proper command parameters. The

ServiceParam.ThirdPartyId

parameter should be set to the

ID field for a Siebel work item, and should be the same field as in a proper event handler. You may also send a route request from a workflow by calling a route method of a GplusMediaRoute business service. For more information please refer to the “Media Routing Component

Customization” section of the Gplus Adapter 7.5 for Siebel CRM

Developer’s Guide.

See the sample SendRouteSR command to route Siebel Service Requests in real-time mode, and see the sample

SendRouteSO

command to route Service

Orders in background mode (at the end of the file

OBJECTS/GenComm_universal.def

Configure the

MarkWorkItemDone

command to support your media types, such as adding the newly-created media types into the

FilterMediaType parameter. This parameter contains a list of media types separated by commas. For a

ServiceOrder

media type you may use a

MarkDoneSO command. For a

ServiceRequest

media type you may use a

MarkDoneSR command, or you may create your own

MarkDone

command. As an alternative method, you may customize a button on a workitem view or add a custom button on a communication toolbar to invoke a

MarkDone command. For more information please refer to the Gplus Adapter 7.5 for

Siebel CRM Developer’s Guide.

Make sure that agents have enough responsibilities to have access to proper views. For the provided samples, the agent should have access to the following views:

Service Request Detail

Personal Service Request

List

Service Order-Browse Catalog

Order Entry - Line Items

Order

Entry - My Orders

390 Gplus Adapter 7.5

Chapter 8: Configuration and Installation of the Media Routing Component Configuring the Media Routing Component

Note:

The provided samples show how to route Siebel Service Requests in real-time mode and how to route Service Orders in background mode.

Samples use the

ServiceRequest

media type for Siebel Service

Requests and the

ServiceOrder

media type for Service Orders. To try the samples, please remove the comment marks in the file

OBJECTS/GenComm_universal.def

before an import of a configuration, and perform the above-mentioned actions.

To try the Service Requests commands, please open the

All Service

Request List

view and then invoke a command from this view. To try

Service Orders commands please open the Order Entry - All Orders view and then invoke a command from this view.

If you are going to use the pulling/stopping functionality for Siebel work items as for Siebel eMail Routing, you should provide a record field to store the

Genesys interaction ID, as it is required to support a relation between Siebel work item records and Genesys interactions.

If a work item is represented in the Siebel database as an activity record, you may use a

Call Id field, as done for Siebel eMail. For more information please refer to the “Media Routing Component Customization” section of the Gplus

Adapter 7.5 for Siebel CRM Developer’s Guide.

Gplus Adapter for Siebel CRM—Deployment Guide 391

Chapter 8: Configuration and Installation of the Media Routing Component Configuring the Media Routing Component

392 Gplus Adapter 7.5

Chapter

Uninstallation Instructions

This chapter provides uninstallation instructions for the Gplus Adapter 7.5 for

Siebel CRM.



This chapter includes the following sections:

Overview, page 393

Uninstalling the Gplus Communication Server for Siebel CRM, page 394

Uninstalling the Configuration Synchronization Component, page 395

Uninstalling the Campaign Synchronization Component, page 401

Uninstalling the Voice Component, page 408

Uninstalling the Gplus UCS Gateway for Siebel CRM, page 427

Uninstalling the Media Routing Component, page 427

Uninstalling the Multimedia Component, page 429

Overview

This chapter describes how to uninstall the Gplus Adapter 7.5 for Siebel CRM.

The Adapter must be uninstalled one component at a time. To uninstall a component, refer to the corresponding section in this chapter.

Uninstallation is typically performed for the following reasons:

•

You do not want to use one or more of the Adapter’s components.

•

You want to upgrade to a new (more current) release of the Gplus Adapter, which may require uninstallation of the existing release.

Note:

Some Gplus Adapter 7.5 for Siebel CRM components share common files. Therefore, uninstalling one component may delete a file or files necessary for a remaining component. This problem can be resolved in the following way: After you uninstall a component, you can reinstall the Adapter for the remaining component.

Gplus Adapter for Siebel CRM—Deployment Guide 393

Chapter 9: Uninstallation Instructions Uninstalling the Gplus Communication Server for Siebel CRM

Uninstalling the G

plus

Server for Siebel CRM

Communication

The process of uninstalling the Gplus Communication Server for Siebel CRM consists of two steps:

•

Remove files installed by the Gplus Communication Server for Siebel

CRM in the installation directory.

•

Remove files installed in the Siebel Server directory. This step is necessary when the Siebel Server runs on a Unix platform, or when the Siebel Server and the Gplus Communication Server are installed on different hosts.

Removing Files Installed by the Gplus Communication Server for Siebel CRM

Follow the instructions below based on your environment.

For Windows Customers

•

Complete the uninstallation program for the Communication Server

Component by using

Add/Remove Programs

in the Control Panel on the host where you installed the component.

For UNIX Customers

1. Delete the Communication Server Component’s files by removing the directory that was used as the destination directory during installation.

You will also need to remove libGenCommDrv.so

from the Siebel Server directory.

Removing Files from the Siebel Server Directory

Follow the instructions below based on your environment.

For Windows Customers

•

Remove

GenCommDrv.ini

and

GenCommDrv.dll

from the Siebel Server’s

BIN directory.

For UNIX Customers

•

Remove

GenCommDrv.ini

and libGenCommDrv.so

from the Siebel Server’s lib directory.

394 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Configuration Synchronization Component

Uninstalling the Configuration

Synchronization Component

This section describes how to uninstall the Gplus Adapter 7.5 for Siebel CRM

Configuration Synchronization Component.

Uninstalling the Configuration Synchronization Component involves these major tasks:

1. Changing Siebel Configuration

Changing Genesys Configuration

Uninstallation

Changing the Siebel Configuration

This section describes how to change the Siebel configuration in order to uninstall the Component.

Prestart Information

Before starting this part of the configuration process you must have the Siebel

Tools application running.

You should be connected to the local copy of the Siebel Server database and have sufficient privileges to modify the Siebel Server Repository.

Changing Run Time Events

To delete the Run Time Events required by the Configuration Synchronization

Component, you have to run the

UninstallRunTimeEvents

method of the

Genesys Config Synchronization Siebel Business Service once using the

Siebel Business Service Simulator applet.

To run the method:

1. Navigate through the Site Map to

Business Service Administration

Business Service Simulator

In the Service Methods applet, create a new record.

Specify the following parameters for the new record:



Service Name:

Genesys Config Synchronization

Method Name:

UninstallRunTimeEvents

Click the Run button.

After running the method, you should navigate in the Siebel client to

Runtime

Events Administration

Events

(

Administration – Runtime Events

Events in Siebel 7.7/7.8/8.0/8.1), and select the system menu item

Reload

Personalization

(

Reload Runtime Events

in Siebel 7.7/7.8/8.0/8.1).

Gplus Adapter for Siebel CRM—Deployment Guide 395

Chapter 9: Uninstallation Instructions Uninstalling the Configuration Synchronization Component

Deleting EAI Transport Data Handling Subsystems and Connection Subsystems

Delete the following EAI Transport Data Handling and Connection

Subsystems, which were created in your Siebel environment during deployment (listed here by their Alias):

•

GplusConfSynchExportAllData

•

GplusConfSyncConnectionPrimary

•

GplusConfSyncConnectionBackup

Use the Siebel Server Manager (srvrmgr) utility to delete these subsystems.

Specifically, use the “Delete named subsystem” command. For information about using Siebel Server Manager, see the Siebel documentation.

Changing the Siebel Configuration Using Siebel Tools

Use Siebel Tools to compile an updated release of the Siebel Repository File for one or more of the Siebel applications you use on your Siebel Server, then deploy the updated version on the server. Instructions follow. For detailed information about using Siebel Tools, see the Siebel documentation.

Checking Out Existing Projects

Make sure that the following projects are checked out from the Siebel

Repository:

•

Genesys Configuration Synchronization

•

Personalization

If some of these projects are not checked out:

1. In Siebel Tools, select Tools > Check Out...

The Check Out dialog box displays.

In the

Projects

list, select the projects to be checked out.

Click

Check Out.

396 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Configuration Synchronization Component

Changing the Personalization Action Set Business Component

To delete modifications that were made to the Personalization Action Set

Business Component during deployment:

1. From the Object Explorer, select the Business Component folder and navigate to the

Personalization Action Set

Business Component.

Using the Types tab of the Object Explorer, select the Field folder under the Business Component folder.

The Fields window displays.

Select the

Action Set ID

field.

Right-click the selected record.

Select

Delete Record

from the drop-down menu.

When prompted, “Are you sure you want to delete the current record?” click

Yes

to delete the record.

Select the Actions field.

Right-click the selected record.

Select

Delete Record

from the drop-down menu.

10.

When prompted, “Are you sure you want to delete the current record?” click

Yes

to delete the record.

11.

Using the

Types

tab of the Object Explorer, select the

Multi Value Field folder under the Business Component folder.

12.

The

Multi Value Fields

window displays.

13.

Make sure the Actions field is deleted.

Deleting Objects from the Genesys Configuration Synchronization

Project

You must delete multiple objects from the Genesys Configuration

Synchronization project. These objects are listed in Table 35, “Objects in the

Genesys Configuration Synchronization Project,” on page 398 .

To delete objects from the Genesys Config project:

1. In Siebel Tools, in the Project field of the Object Explorer, select

All

Projects.

From the Object Explorer, select the

Business Component

folder.

The Business Components window displays.

Select the next object listed in Table 35 . Start with the first, the

Genesys

CommSrv CM Agents / ACD Queues

Business Component.

Right-click the selected record.

Select

Delete Record from the drop-down menu.

Gplus Adapter for Siebel CRM—Deployment Guide 397

Chapter 9: Uninstallation Instructions Uninstalling the Configuration Synchronization Component

When prompted, “Are you sure you want to delete the current record?” click

Yes

to delete the record.

Repeat Steps 2 through 6 for each of the Siebel Repository elements

referenced in Table 35 .

Table 35: Objects in the Genesys Configuration Synchronization

Project

Type

Business Component

Business Object

Business Service

Integration Object

Link

Name

Genesys CommSrv CM Agents / ACD Queues

Genesys CommSrv CM Agents /Adapter

Profiles / Adapters

Genesys CommSrv CM Agents / Telesets

Genesys Profiles / Organizations

Genesys Users / Organizations

Genesys CommSrv CM Administration

Genesys Users / Organizations

Genesys Config Synchronization

Genesys Agent

Genesys Users / Organizations/Employee Skill

Compiling the Siebel Repository File

To compile the Siebel Repository File:

1. In Siebel Tools, select

Tools

Compile Projects...

Select

Locked projects.

In the

Siebel Repository File

edit box, enter the name of the Repository

File.

Click

Compile.

The status bar at the bottom of the Object Compiler window indicates when the compilation is finished.

When the compilation is finished, close Siebel Tools.

Note:

It is possible for siebel_assert_xxx.txt

file(s) to be generated by the

Siebel environment after compiling the Siebel Repository File.

Changing the Siebel Server Configuration

398 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Configuration Synchronization Component

Complete the procedures in this section to delete the Component implementation from the Siebel Server.

Updating Configuration Files

Update the eai.cfg

file in the Siebel Server installation. To update this file, open it and delete the following lines from the

[HTTP Services]

section:

GplusConfSynchExportAllData = GplusConfSynchExportAllData

Deploying the Siebel Repository File

You need to deploy the compiled Siebel Repository File on your Siebel Server.

Additionally, you may have to generate and deploy browser scripts for the new

Repository File.

For further information on deploying an updated Repository File to the Siebel

Server, refer to the Siebel documentation.

Note:

This completes the changes to the Siebel configuration. Now you are ready to change the Genesys configuration.

Changing the Genesys Configuration

This section describes how to change the Genesys configuration in order to uninstall the Component.

Prestart Information

Before starting the configuration process you should have the following

Genesys Framework applications running:

•

Configuration Database

•

Configuration Server

•

Configuration Manager

As a Configuration Manager user, you should have sufficient privileges to make changes to Configuration Layer objects.

Deleting the Application Object

To delete the Application object that was used for the Component:

1. In Configuration Manager, right-click the Application object.

Click

Delete from the drop-down menu.

Click

Yes

to delete the Application object.

Deleting the Application Template

To delete the Application Template:

Gplus Adapter for Siebel CRM—Deployment Guide 399

Chapter 9: Uninstallation Instructions Uninstalling the Configuration Synchronization Component

1. In Configuration Manager, right-click the Application Template.

Depending on the version you are using, the default name for the Template is:

Gplus_SiebelCRM_Config_Synch_750_for_CL_70.apd or

Gplus_SiebelCRM_Config_Synch_750_for_CL_71_and_higher.apd

Click

Delete

from the drop-down menu.

Click

Yes

to delete the Application Template.

Deleting the Person Object

To delete the Person object:

1. In Configuration Manager, right-click the Person object. The default user name for the object is: siebel7gplus.

Click Delete from the drop-down menu.

Click

Yes

to delete the Person object.

This completes the changes you need to make to the Genesys configuration.

Uninstallation

Select one of the following sections depending on your environment.

For Windows Customers

Complete the uninstallation program for the Component by using the

Add/Remove Programs

in the

Control Panel on the host where you installed the

Component.

For UNIX Customers

Delete the Component’s files by removing the directory that was used as the destination directory during installation.

You have deleted the Gplus Adapter 7.5 for Siebel CRM Configuration

Synchronization Component from your environment.

Note:

If you re-install this component, note that this component was renamed in Release 7.0 of the Gplus Adapter for Siebel CRM; it is called the

“Configuration Synchronization Component”.

400 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Campaign Synchronization Component

Uninstalling the Campaign

Synchronization Component

The process of uninstalling the Campaign Synchronization Component (known as the Outbound Server component prior to release 7.0) includes three general procedures:

1. Changing Genesys Configuration

Changing Siebel Configuration

Uninstallation

Changing the Genesys Configuration

This section describes how to change the Genesys configuration in order to uninstall the Component.

Prestart Information

Before starting the configuration process you should have the following

Genesys Framework applications running:

•

Configuration Database

•

Configuration Server

•

Configuration Manager

As a Configuration Manager user, you should have sufficient privileges to make changes to Configuration Layer objects.

Deleting the Application Object

To delete the Application object that was used for the Component:

1. In Configuration Manager, right-click the Application object.

Select

Delete.

The Delete dialog box displays.

Click

Yes

to delete the Application object.

Deleting the Application Template

To delete the Application Template:

1. In Configuration Manager, right-click the Application Template. The default name for the Template is either

Gplus_SiebelCRM_Camp_Synch_750_for_CL_70.apd or

Gplus_SiebelCRM_Camp_Synch_750_for_CL_71_and_higher.apd

Gplus Adapter for Siebel CRM—Deployment Guide 401

Chapter 9: Uninstallation Instructions Uninstalling the Campaign Synchronization Component

Select

Delete.

The Delete dialog box displays.

Click

Yes

to delete the Application Template.

Deleting the Person Object

To delete the Person object:

1. In Configuration Manager, right-click the Person object. The default user name for the object is siebel7gplus.

Select

Delete.

The Delete dialog box displays.

Click

Yes

to delete the Person object.

This completes the changes you need to make to the Genesys configuration.

Now you are ready to change the Siebel configuration.

Changing the Siebel Configuration

This section describes how to change the Siebel configuration in order to uninstall the Component.

Prestart Information

Before starting this part of the configuration process, you must have the Siebel

Tools application running.

You should be connected to the local copy of the Siebel Server database and have sufficient privileges to modify the Siebel Server Repository.

Changing Run Time Events

To delete Run Time Events required by the Campaign Synchronization

Component, you have to run the

UninstallRunTimeEvents

method of the

Genesys Campaign Synchronization Siebel Business Service once using the

Siebel Business Service Simulator applet.

To run the method:

1. Navigate through the Site Map to

Business Service Administration

Business Service Simulator

In the Service Methods applet, create a new record.

Specify the following parameters for the new record:



Service Name:

Genesys Campaign Synchronization

Method Name:

UninstallRunTimeEvents

Click the

Run

button.

402 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Campaign Synchronization Component

After running the method, you should navigate in Siebel client to

Runtime

Events Administration

Events

(

Administration – Runtime Events

Events in Siebel 7.7/7.8/8.0/8.1), and select

Reload Personalization

(

Reload Runtime

Events

in Siebel 7.7/7.8/8.0/8.1) system menu item.

Changing the Siebel Configuration Using Siebel Tools

You will use Siebel Tools to compile an updated release of the Siebel

Repository File for one or more of the Siebel applications you use on your

Siebel Server, which you will then deploy on the server. For information about using Siebel Tools, see Siebel documentation.

Checking Out Existing Projects

Make sure that the following projects are checked out from the Siebel

Repository:

•

Campaign

•

Genesys Campaign Synchronization

•

Personalization

If some of these projects are not checked out:

1. In Siebel Tools, select

Tools

Check Out...

The Check Out dialog box displays.

In the

Projects

list, select the projects to be checked out.

Click

Check Out

Deleting Objects from Projects

To delete objects from projects:

1. In Siebel Tools, in the

Project

field of the Object Explorer, select

All

Projects

From the Object Explorer, select the

Business Component

folder.

The Business Components window displays.

Select the

Genesys Campaign List

Business Component.

Right-click the selected record.

Select

Delete Record

from the drop-down menu.

When prompted, “Are you sure you want to delete the current record?” click Yes to delete the record.

Repeat

Steps 2 – 6 for all Siebel Repository elements referenced

in Table 36 .

Gplus Adapter for Siebel CRM—Deployment Guide 403

Chapter 9: Uninstallation Instructions Uninstalling the Campaign Synchronization Component

Table 36: Objects in the Genesys Campaign Synchronization

Project

Type

Business Component

Business Object

Business Service

Integration Object

Link

Link (for Siebel 7.5.3)

Link

Table

Name

Genesys Campaign List

Genesys Queue Item

Genesys Synch Summary

Genesys Campaign Members

Genesys Campaign Default List

Genesys Campaign List

Genesys Campaign List Contact

Genesys Queue

Genesys Synch Summary

Genesys Campaign Members

Genesys Campaign Synchronization

Genesys — Campaign List Contact

Campaign List Contact / Campaign

Campaign List Contact / Campaign Lists

Campaign/Campaign List Contact

(Genesys Campaign Default List)

Genesys Campaign List / Campaign

Genesys Campaign List / Campaign List

Contact

Genesys Campaign List / Campaign Lists

Genesys Queue / Genesys Queue Item

Genesys Queue / Genesys Queue Item.

Sequence Number (Sequence)

CX_GEN_QUEUE_ITM

CX_GEN_SYN_SUM

404 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Campaign Synchronization Component

Changing the Campaign Business Component (Siebel 7.5.3)

To delete modifications that were made to the Campaign Business Component during deployment:

1. In Siebel Tools, in the Project field of the Object Explorer, select

Campaign

From the Object Explorer, select the Business Component folder.

The Business Components window displays.

Select the

Campaign

Business Component.

Using the Types tab of the Object Explorer, select the

Field

folder under the Business Component folder.

The Fields window displays.

Select the Created By Name field.

Right-click the selected record.

Select

Delete Record

from the drop-down menu.

When prompted, “Are you sure you want to delete the current record?” click

Yes

to delete the record.

Select the

Join

folder under the

Business Component

folder.

The Joins window displays.

10.

Select the

S_USER

record.

11.

Right-click the selected record.

12.

Select

Delete Record

from the drop-down menu.

13.

When prompted, “Are you sure you want to delete the current record?” click

Yes

to delete the record.

Components are referenced in Table 37 .

Table 37: Elements to Delete from the Campaign Business

Component (Siebel 7.5.3)

Type

Field

Join

Name

Created By Name

S_USER

Gplus Adapter for Siebel CRM—Deployment Guide 405

Chapter 9: Uninstallation Instructions Uninstalling the Campaign Synchronization Component

Changing the Campaign List Contact Business Component

To delete modifications that were made to the

Campaign List Contact

Business

Component during deployment:

1. In Siebel Tools, in the Project field of the Object Explorer, select

Campaign.

From the Object Explorer, select the Business Component folder.

The Business Components window displays.

Select the

Campaign List Contact

Business Component.

Using the Types tab of the Object Explorer, select the

Field

folder under the Business Component folder.

The Fields window displays.

Select the Primary Call List Id field.

Right-click the selected record.

Select

Delete Record

from the drop-down menu.

When prompted, “Are you sure you want to delete the current record?” click

Yes

to delete the record.

Repeat Steps 4–8 for all elements of the

Campaign List Contact

Business

Component referenced in Table 38 .

Table 38: Elements to Delete from the Campaign List Contact

Business Component

Type

Field

Join

Name

Primary Call List Id

Time Zone Id

Time Zone Name

S_TIMEZONE

Compiling the Siebel Repository File

To compile the Siebel Repository File:

1. In Siebel Tools, select

Tools

Compile Projects...

Select

Locked projects.

In the Siebel Repository File edit box, enter the name of the Repository

File.

Click

Compile.

The status bar at the bottom of the Object Compiler window indicates when the compilation is finished.

When the compilation is finished, close Siebel Tools.

406 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Campaign Synchronization Component

Note:

It is possible for siebel_assert_xxx.txt

file(s) to be generated by the

Siebel environment after compiling the Siebel Repository File.

Changing the Siebel Server Configuration

Complete the steps described in this section to delete the Component implementation from the Siebel Server.

Deploying the Siebel Repository File

You need to deploy the compiled Siebel Repository File on your Siebel Server.

Additionally, you may need to generate and deploy browser scripts for the new

Repository File.

For further information on deploying an updated Repository File to the Siebel

Server, refer to Siebel documentation.

Deleting EAI Transport Data Handling Subsystems and Connection

Subsystems

Delete the following EAI Transport Data Handling and Connection

Subsystems, which were created in your Siebel environment during deployment (listed here by their Alias):

•

GplusCampSynchDispatch

•

GplusCampSyncConnectionPrimary

•

GplusCampSyncConnectionBackup

Use the Siebel Server Manager ( srvrmgr

) utility to delete these subsystems.

Specifically, use the “Delete named subsystem” command. For information about using Siebel Server Manager, see the Siebel documentation.

Updating Configuration Files

Update the eai.cfg

file in the Siebel Server installation. To update this file, open it and delete the following lines from the

[HTTP Services]

section:

GplusCampSynch = GplusCampSynchDispatch.

Deleting Genesys Tables from Siebel Server Database

Deleting Genesys tables from the Siebel repository does not delete them from the Siebel database. You have to delete them manually. The Genesys

Campaign Synchronization project contains two tables:

CX_GEN_QUEUE_ITM

, and

CX_GEN_SYN_SUM

. You can use any affordable database tool (such as Microsoft

SQL Enterprise Manager, Oracle Enterprise Manager, and so on) to drop these tables.

Gplus Adapter for Siebel CRM—Deployment Guide 407

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Uninstallation

Select one of the following topics depending on your environment.

For Windows Customers

Complete the uninstallation program for the Component by using the

Add/Remove Programs in the Control Panel on the host where you installed the

Component.

For UNIX Customers

Delete the Component’s files by removing the directory that was used as the destination directory during installation.

You have deleted the Gplus Adapter 7.5 for Siebel CRM Campaign

Synchronization Component from your environment.

Uninstalling the Voice Component

This section describes how to uninstall the Gplus Voice Adapter for Siebel

CRM. Since there is a separate

.sif

file for each Voice feature, information about individual features is inserted into the general discussion.

This section describes one uninstallation scenario: a full uninstallation of the

Voice Component.

As in any installation or uninstallation procedure, back up all files and configuration before starting.

Note:

Before proceeding with Step 4 of uninstallation of the Voice

Component, stop the Gplus Communication Server.

Uninstallation involves four processes:

1. Removing Gplus Adapter Specific Values and Settings from Siebel

You use the Siebel administration application to complete the related tasks.

Removing drivers and configurations from the Siebel application.

Removing Gplus Adapter objects from the Siebel application using Siebel

Tools and compiling a new

.srf file.

Note:

Basic Voice Siebel objects from the

GenComm.sif

file may be shared among other Voice components, so these should be removed only as the last step of a full uninstallation of the Gplus Voice Adapter.

Removing Files Installed by the Gplus Adapter Installation.

408 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Step-by-step instructions for completing each process are provided below.

Environment

The following environment is required in order to complete the uninstallation process:

•

Siebel CRM Server platform with the Gplus Adapter 7.5 for Siebel CRM installed and deployed

•

Siebel Tools

•

Administrator rights for accessing the Siebel application

•

Administrator privileges when logging into the operating system

Removing Gplus Adapter Specific Values and Settings from

Siebel

For the Voice features, remove Values of the following types from the List of

Values:

Basic Voice

•

AGENT_WORK_MODE

•

REASON_CODE

Expert Contact

•

GENESYS_CALL_STATUS

•

GENESYS_LOCATION

Outbound Campaign

•

GENESYS_CALL_RESULT

•

GENESYS_TREATMENT_TYPE

•

GENESYS_CALLBACK_TYPE

Voice Callback

•

GENESYS_ROUTING_POINT

Before you remove these values, read “Configuring the Siebel Call Center

Application” on page 147

Removing Drivers and Configurations from Siebel

This step is optional. To remove drivers and configurations from the Siebel application follow this procedure:

1. Log into Siebel as an Administrator.

In the Siebel Site Map, navigate to

Communications Drivers and Profiles

Gplus Adapter for Siebel CRM—Deployment Guide 409

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component



For Siebel 7.7/7.8/8.0/8.1, select

Site Map > Administration -

Communications> Communications Drivers and Profiles

For earlier versions of Siebel, select

Site Map > Communications

Administration > Communications Drivers and Profiles .

Navigate to the Gplus driver record and delete it.

In the Siebel Site Map, navigate to

All Configurations



For Siebel 7.7/7.8/8.0/8.1, select

Site Map > Administration -

Communications> All Configurations .

For earlier versions of Siebel, select

Site Map > Communications

Administration > All Configurations

Navigate to any unused Profiles associated with the Gplus driver and delete them.

Removing Siebel Components and Objects from Siebel

These elements of the configurations will be affected during the uninstallation process:

Basic Voice

Refer also to the

GenComm.sif

file for details.

Bitmap Category HTML Command Icons

•

Bitmap

Business Service Genesys Voice

•

Business Service Server Scripts

Command

•

“HTML Comm *”

Toolbar Communication

•

Toolbar Items

Expert Contact

Refer also to the

GenComm_ECS.sif

file for details.

Command

•

HTML Comm *KW*

Toolbar Communication

•

Toolbar Items

410 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Universal Callback

Refer also to the

GenComm_VCB.sif

file for details.

Contact Activity List Applet

•

Server script

•

Applet Web Template

•

Control

Business Component Action

•

BusComp Server Scripts

•

Field

Business Component Contact

•

BusComp Server Scripts

•

Field

Pick List

•

PickList Genesys Call Result

•

PickList Genesys Rout Point

Command

•

HTML Comm VoiceCallback*

Toolbar Communication

•

Toolbar Items

Table S_EVT_ACT_X

•

Fields

Outbound Campaign

Refer also to the

GenComm_OCS.sif

file for details.

Campaign Contact/Prospect Form Applet

•

Server script

•

Applet Web Template

•

Control

Persistent Customer Dashboard Applet

•

Control

Business Component Campaign List Contact

•

BusComp Server Scripts

•

Field

•

Single Value Field

Business Service Persistent Customer Dashboard

Gplus Adapter for Siebel CRM—Deployment Guide 411

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

•

Business Service User Prop

Command

•

“HTML Comm *OB*”

Pick List

•

PickList Genesys Call Result

Toolbar Communication

•

Toolbar Items

Toolbar Dashboard

Making the Changes with Siebel Tools

If the components/objects above are already checked out and reside in the local

database, you will need to lock each one. See the topic, “Updating the Siebel

Repository File” on page 136 for instructions on how to check out and lock

projects, if it is necessary.

1. In Siebel Tools, on the Object Explorer tab, navigate to

Project.

In the Projects

list, lock the projects as selected from Table 39 .

Table 39: Projects for All Supported Siebel Versions - Common for all Components and Feature-Specific

Feature Archive File

Basic Voice GenComm.sif

Expert Contact GenComm_ECS.sif

Outbound Campaign GenComm_OCS.sif

Universal Callback GenComm_VCB

Common Projects

(for all components)

• Command

• Communication

Administration

• Persistent Customer

Dashboard

Feature-Specific

Projects

None

• Campaign

• Activity

• Contact

• Contact (SSE)

• Table Activity

• Genesys Voice

• <Project related to an application on which the Adapter is deployed with the

Universal Callback feature >*

* This project is locked when deploying the Universal Callback feature as

described in “Procedures for Siebel Repository File Preparation” on page 139 .

This is the project related to an application on which the Adapter is deployed.

412 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

For example: Siebel Universal Agent (for Siebel version 7.5.3) or Siebel

Financial Services (for Siebel versions 7.7/7.8/8.0/8.1).

The installation package for the Gplus Adapter 7.5 for Siebel CRM Voice

Component contains Toolbar buttons, command descriptions, and bitmap images for Genesys Chat, Genesys E-mail, and Siebel eMail Components.

Only elements related to uninstalling components should be deleted. Delete all

elements for a full uninstallation. See the instructions under “Toolbar

Communication” on page 423

, “Command” on page 417

and “Bitmap

Category HTML Command Icons” on page 413 for distribution of elements

between components.

Bitmap Category HTML Command Icons

To remove Gplus customizations, do the following:

1. From the Object Explorer, go to

Bitmap Category

objects.

In the

Bitmap Categories

window, select the Bitmap Category

HTML

Command Icons .

Process the following actions for the Bitmap records.

Bitmap

1. From the Object Explorer, expand

Bitmap Category > Bitmap object

Delete the following records in the Bitmaps window:

Basic Voice Feature



Comm Do Not Disturb

Comm Do Not Disturb On



Comm Ready

Comm Ready Disabled

Expert Contact Feature



Comm Accept Callback Enabled



Comm Accept Callback Disabled

Comm Reject Callback Enabled

Comm Reject Callback Disabled

Outbound Campaign Feature



Comm OB Add Disabled



Comm OB Add Enabled

Comm OB Cancel Disabled

Comm OB Cancel Enabled

Comm OB Chained Record Disable

Comm OB Chained Record Enabled

Comm OB Do Not Call

Comm OB Do Not Call Disabled

Gplus Adapter for Siebel CRM—Deployment Guide 413

Chapter 9: Uninstallation Instructions



Comm OB Get Preview Record

Comm OB Get Preview Record Dis

Comm OB Record Disabled

Comm OB Record Enabled

Comm OB Record Processed Dis

Comm OB Record Processed Ena

Comm OB Record Reject Disabled

Comm OB Record Reject Enabled

Comm OB Schedule Disabled

Comm OB Schedule Enabled

Comm OB Start Preview Disabled

Comm OB Start Preview Enabled

Comm OB Stop Preview Disabled

Comm OB Stop Preview Enabled

Comm OB Update Disabled



Comm OB Update Enabled

Web Callback Feature



Comm Accept Callback Disabled

Comm Accept Callback Enabled

Comm Callback Done Disabled



Comm Callback Done Enabled

Comm Initiate Callback Dis

Comm Initiate Callback Enabled

Comm Reject Callback Disabled

Comm Reject Callback Enabled

Voice Callback Feature



Comm Callback Done Disabled*

Comm OB Cancel Enabled*

Comm OB Cancel Disabled*

Comm OB Add Enabled*



Comm OB Add Disabled*

Comm OB Record Processed Ena*

Comm OB Record Processed Dis*

Comm OB Record Enabled*

Comm OB Record Disabled*

Comm OB Get Preview Record*

Comm OB Get Preview Record Dis*

Comm OB Record Reject Enabled*

Comm OB Record Reject Disabled*

Comm OB Schedule Enabled*

Comm OB Schedule Disabled*

Uninstalling the Voice Component

414 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component



Comm VCB Start Session Enabled

Comm VCB Start Session Disable

* - Shared with other configurations

Genesys Chat Feature



Comm GChat Not Ready

Comm GChat Ready

Genesys E-mail Feature



Comm GEmail Not Ready

Comm GEmail Ready

Command

To remove Gplus customizations for Command:

1. From the Object Explorer, go to the Command objects.

Delete the following records in the Commands window:

Basic Voice Feature



HTML Comm AcceptGVoice

HTML Comm Alternate Call



HTML Comm Cancel Monitoring

HTML Comm Delete From Conf

HTML Comm Do Not Disturb

HTML Comm InitiateGVoice

HTML Comm LoginToGVoice

HTML Comm LogoutFromGVoice

HTML Comm Monitor Next Call



HTML Comm NotReadyGVoice

HTML Comm Query Address

HTML Comm ReadyGVoice

HTML Comm Send DTMF

Outbound Campaign Feature



HTML Comm OB Add

HTML Comm OB Chain Request

HTML Comm OB Do Not Call

HTML Comm OB Preview Over

HTML Comm OB Preview Start

HTML Comm OB Record Cancel

HTML Comm OB Record Processed

HTML Comm OB Record Reject

HTML Comm OB Record Request

HTML Comm OB Record Reschedule

HTML Comm OB Scheduled Resched

Gplus Adapter for Siebel CRM—Deployment Guide 415

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component



HTML Comm OB Update

HTML Comm OB Request Logout

Voice Callback Feature



HTML Comm VoiceCallBackCancel

HTML Comm VoiceCallbackAdd



HTML Comm VoiceCallbackDone

HTML Comm VoiceCallbackQuery

HTML Comm VoiceCallbackRecord



HTML Comm VoiceCallbackReject

HTML Comm VoiceCallbackResched

HTML Comm VoiceCallbackStart

Genesys Chat Feature



HTML Comm AcceptGChat



HTML Comm LoginToGChat

HTML Comm LogoutFromGChat

HTML Comm NotReadyGChat

HTML Comm ReadyGChat

Genesys E-mail Feature



HTML Comm AcceptGEmail

HTML Comm InitiateGEmail

HTML Comm LoginToGEmail

HTML Comm LogoutFromGEmail

HTML Comm NotReadyGEmail



HTML Comm ReadyGEmail

Siebel eMail Feature



HTML Comm AcceptSEmail

HTML Comm InitiateSEmail

HTML Comm LoginToSEmail



HTML Comm LogoutFromSEmail

HTML Comm NotReadySEmail

HTML Comm ReadySEmail

Universal Interaction Handling commands



HTML Comm AddInteraction



HTML Comm Cancel Interaction

HTML Comm Interaction Done

HTML Comm Reschedule Interact

Business Service Genesys Voice

To remove Gplus customizations for this Business Service:

1. From the Object Explorer, go to Business Service objects.

416 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Select Business Service Genesys Voice from the list of Business Services.

Delete the record.

Expert Contact Feature

Command

1. From the Object Explorer, go to the Command objects.

Delete the following records in the Commands window:



HTML Comm AcceptKwInteraction

HTML Comm KwCallStatusResponse

HTML Comm KwOnCall

HTML Comm RejectKwInteraction

Toolbar Communication

Toolbar Items

1. From the Object Explorer, go to and expand Toolbar objects.

Select the Toolbar Communication in the Toolbars window.

Process the following actions for Toolbar Items.



Toolbar Items

1. From the Object Explorer, go to the category Toolbar Item.

Delete the following records:



Kw On Call

Outbound Campaign Feature

Campaign Contact/Prospect Form Applet

To remove Gplus customizations for this applet:

1. From the Object Explorer, go to the Applet objects.

Select the Campaign Contact/Prospect Form Applet on the list of applets.

Expand the Applet object on the Object Explorer.

Next, follow the steps below to process these categories:



Server Script



Applet Web Template



Control

Server Script

1. On the List of Applets window, right-click on the record and select

Edit

Server Scripts

from the drop down menu.

Gplus Adapter for Siebel CRM—Deployment Guide 417

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Navigate to the

WebApplet_PreCanInvokeMethod

If this method contains only Gplus-related modifications, then replace the complete source code between the braces with the statement: return (ContinueOperations) ;

If this method contains user customizations, remove only the Gplus-related part of the code.

For more details, refer to the topic, “Applet “Campaign Contact/Prospect

Form Applet” Server Script Source Code” on page 426 .

Applet Web Template

1. From the Object Explorer, go to the

Applet Web Template category.

From the Applet Web Templates window, select the record

Edit.

Control

1. From the Object Explorer, go to and expand the Control category.

Navigate to the Controls window.

Delete the following record:



RescheduleTime

Business Component Campaign List Contact

To remove Gplus customizations for this Business Component:

1. From the Object Explorer, go to and expand the

Business Component objects.

Select the Business Component

Campaign List Contact

in the Business

Components window.

Process the following actions for:



BusComp Server Scripts

Field

Single Value Field

BusComp Server Scripts

1. Select the Business Component Campaign List Contact in the Business

Components window.

Right-click on the record and select

Edit Server Scripts

from the drop down menu.

On the Script editor window explorer, expand the

(general)

category.

Select the

(declarations)

section.

Delete following statements:



 var cStatusValue = null; var bInitiatedByCommCommand = false;

418 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Under the BusComp category navigate to the

BusComp_PreInvokeMethod

If this method contains only Gplus-related modifications, then replace the complete source code between the braces with the statement: return (ContinueOperations) ;

If this method contains user customizations, remove only the Gplus-related part of the code.

For more details, refer to the topic, “Business Component “Campaign List

Contact” Server Script Source Code” on page 426 .

Repeat Steps 6 and 7 for the following event handlers:



BusComp_PreSetFieldValue

BusComp_SetFieldValue

BusComp_WriteRecord

Close BusComp[Campaign list Contact] - Script window using the Tools menu command Window > Close .

10.

From the Object Explorer, navigate to the BusComp Server Scripts category.

11.

From the Business Component Server Scripts window, delete the following



 records:

CallCommunicationsCommand

DisplayGenesysError

GetGenesysStatusCode

SetDoNotCallFlag

PostChangesToGenesys

WriteRecordNoGenesysUpdate

12.

Save files using the

File

Save All

menu command.

Field



From the Object Explorer, go to and expand the

Field category.

Select the Status record.

On the Properties dialog box, set the field’s PickList value

PickList

Genesys Call Result

to blank.

Pick List

To remove Gplus customizations for Pick List:

1. From the Object Explorer, go to the Pick List objects.

Process the following actions for

PickList Genesys Call Result.

PickList Genesys Call Result

1. Select the

PickList Genesys Call Result

on the PickLists window.

Delete the record.

Gplus Adapter for Siebel CRM—Deployment Guide 419

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Universal Callback

Application Siebel Universal Agent (for Siebel version 7.5.3), or Siebel Financial

Services (for Siebel versions 7.7/7.8/8.0/8.1)

To remove Gplus customizations for this Application:

1. From the Object Explorer, go to the Applications objects.

On the Applications list window, select the application on which the Gplus

Adapter was deployed (for example, Siebel Universal Agent for Siebel version 7.5.3, or Siebel Financial Services for Siebel versions

7.7/7.8/8.0/8.1), then right-click the record and select

Edit Server Scripts from the drop down menu.

Under the Application category, navigate to the

Application_PreNavigate method.

If this method contains only Gplus-related modifications, then replace the complete source code between the braces with the statement: return (ContinueOperations) ;

If this method contains user customizations, remove only the Gplus-related part of the code.

For more details, refer to the topic, “Universal Callback Server Script

Source Code” on page 427

Contact Activity List Applet

To remove Gplus customizations for this applet:

1. From the Object Explorer, go to the Applet objects.

Select the Contact Activity List Applet on the list of applets.

Expand the Applet object on the Object Explorer.

Next, follow the steps below to process these categories:



Applet Web Template

List

Applet Web Template

1. From the Object Explorer, go to the Applet Web Template category.

From the Applet Web Templates window, select the record Base.

From the Object Explorer, expand the Applet Web Template Item.

From the Applet Web Template Items window, delete the following records:



Genesys Rout Point

From the Applet Web Templates screen, select record Edit List.

Repeat Steps 3 and 4.

420 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

List

1. From the Object Explorer, go to and expand the List category.

Select then

List Column

item

Navigate to the

List Columns

window.

Delete the following record:



Genesys RoutPoint

Business Component Action

To remove Gplus customizations for this Business Component:

1. From the Object Explorer, go to and expand the

Business Component objects.

Select the Business Component Action in the Business Components window.

Process the following actions for:



Field

From the Object Explorer, go to and expand the Field category.

From the Fields window delete the following records:



Genesys Call Id

Genesys Route Point

Pick List

To remove Gplus customizations for Pick List:

1. From the Object Explorer, go to the Pick List objects.

Process the following actions for PickList Genesys Rout Point.

PickList Genesys Rout Point

1. Select the PickList Genesys Rout Point on the PickLists window.

Delete the record.

Command

1. From the Object Explorer, go to the Command objects.

Delete the following records in the Commands window:



HTML Comm VoiceCallbackAdd

HTML Comm VoiceCallbackDone

HTML Comm VoiceCallbackQuery

HTML Comm VoiceCallbackRecord

HTML Comm VoiceCallbackReject



HTML Comm VoiceCallbackResched

HTML Comm VoiceCallbackStart

Gplus Adapter for Siebel CRM—Deployment Guide 421

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Restoring S_EVT_ACT_X table structure

To update a table on a local Siebel database (or on the Siebel server database):

Note:

This operation is required only when new tables or new fields were created, as is the case for

GenComm_VCB.sif

1. Connect Tools to the server database.

In Siebel Tools, in the Object Explorer, navigate and expand the

Table object.

Navigate to the

List of Tables

pane.

Locate the table

S_EVT_ACT_X

On the Object Explorer window, select the

Columns

category.

Locate and remove the following records:



X_ATTRIB_51

X_ATTRIB_52

Click

Apply

A pop-up Warning window appears.

Click

to accept the warning.

In the new Apply Schema window, from the Tables drop down list, select

Current Row

10.

Enter correct values for the Database user, Database user password, and

ODBC data source.

You must enter the user name and password for a Database user who has an administrator's privileges in the Siebel environment.

Refer to Figure 15, “Creating New Tables in a Siebel Database,” on page 113 .

See the Siebel documentation for more information about creating custom tables.

11.

Click

Apply

The message “Changes successfully applied” appears, indicating that tables were created.

12.

Click the

Activate

button to propagate database changes and make them available to all users.

Note:

It may be necessary to create some fields in the local database. Refer to the Siebel Tools documentation.

422 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Deploying the Changed Tables to the Siebel Server

To deploy the changed table to the Siebel Server Repository, you have to check in projects as follows:

1. In Siebel Tools, select

Tools

Check In...

The Check In dialog box displays.

In the Projects list, select the following projects:



Table Activity

Click Check In .

To apply changes to Siebel databases, follow the steps described in the section

“Updating New Tables in a Genesys Project on a Server Database” on page 146

Toolbar Communication

To delete Toolbar Items

1. From the Object Explorer, go to and expand Toolbar objects.

Select the Toolbar Communication in the Toolbars window.

Process the following actions for Toolbar Items.

Toolbar Items

1. From the Object Explorer, go to the category Toolbar Item.

Delete the following record:



Start Voice Callback

Toolbar Communication

Note:

Some Communication Toolbar buttons are deleted during component uninstallation procedures. The scenario described below is provided to present an overview of toolbar uninstallation procedures and to remove universal interaction control buttons, which are used with all Voice components.

To remove Gplus customizations:

1. From the Object Explorer, go to and expand

Toolbar

objects.

Select the Toolbar

Communication

in the Toolbars window.

Process the following actions for Toolbar Items.

Toolbar Items

1. From the Object Explorer, go to the category

Toolbar Item.

Delete the following records:

Basic Voice Feature



Alternate Call

Gplus Adapter for Siebel CRM—Deployment Guide 423

Chapter 9: Uninstallation Instructions



Cancel Monitoring

Delete From Conference

Do Not Disturb

LogOut GVoice

Monitor Next Call

Query Address

Ready GVoice

Expert Contact Feature



KW on Call

Outbound Campaign Feature



Chained Record Request

Do Not Call

Preview Dialing Mode Over

Preview Dialing Mode Start

Preview Record Request

WebCallback Feature



None

Genesys Chat Feature



Accept GChat

LogOut GChat

Not Ready GChat

Ready GChat

Genesys E-mail Feature



Accept GEmail

Initiate GEmail

LogOut GEmail

Not Ready GEmail

Ready GEmail

Siebel eMail Feature



Accept Email

Initiate Email

LogOut SEmail

Not Ready Email

Ready SEmail

Universal Interaction control buttons



Add Interaction

Reject Interaction

Cancel Interaction

Reschedule Interaction

Interaction Done

Uninstalling the Voice Component

424 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

Compiling the Siebel Repository File

Recompile Siebel Repository File. See the Siebel documentation for instructions.

Removing Files Installed by the Gplus Adapter Installation

This process involves removing files that were installed in the system from the

Gplus Adapter installation package.

Before starting with uninstallation of files, read the topic, “Installation” on page 123

. The information from this topic will help you successfully complete the uninstallation process.

For Windows Customers

1. Log into the system as an Administrator.

Stop the Gplus Communication Server.

Double-click setup.exe

from the installation package ( windows\setup.exe

When prompted, Genesys Installation Wizard lets you remove the current installation of the G plus

Adapter for Siebel CRM Voice from your computer

, choose

Remove

and click

To complete uninstallation, remove icons from the web server images directory.

For UNIX Customers

1. Log into the system as an Administrator.

Stop the Gplus Communication Server.

Go to the Gplus Communication Server directory.

Manually remove the following Adapter files:

<Gplus Communication Server directory>/libGenComm.so

<Gplus Communication Server directory>/libGenModel.so

<Gplus Communication Server directory>/libGenComm.ini.

Remove all files and subdirectories in

(the destination directory for installation that is used by the installation script to copy the Gplus Adapter for Siebel CRM Voice files.

To complete uninstallation, remove icons from the web server images directory.

Note:

Don’t forget to restore from backup the original Siebel icons for

Ready/Not Ready Communication toolbar buttons. See the Installation

section of Chapter 5, “Configuration and Installation of the Voice

Component,” on page 119 for details.

Gplus Adapter for Siebel CRM—Deployment Guide 425

Chapter 9: Uninstallation Instructions Uninstalling the Voice Component

List of Files Included in the Gplus Adapter Installation

Package

You can obtain source code for the following:

•

Business Component “Campaign List Contact” Server Script

•

Applet “Campaign Contact/Prospect Form Applet” Server Script

•

Universal Callback Server Script

Business Component “Campaign List Contact” Server

Script Source Code

To obtain the source code:

1. Prepare a clean local Siebel database. Refer to Siebel Tools documentation for detailed procedures.

Start Siebel Tools and set up to work with your local database.

Import the

GenCommocs.sif

archive. For more information, see the topic,

“Importing Voice Component Archive (.sif) Files and Resolving Conflicts” on page 141 .

From the Object Explorer, go to the

Business Component objects.

From the Business component window, select the

Campaign List Contact record.

Right-click the record and select

Edit Server Script from the drop-down menu.

From the Siebel Tools main menu, select

File

Export.

Save the source code of the script.

Applet “Campaign Contact/Prospect Form Applet”

Server Script Source Code

After you have completed the steps in “Business Component Campaign List

Contact” on page 418

, follow this procedure to obtain the source code:

1. From the Object Explorer, go to the Applet objects.

From the Applets window, select the

Campaign Contact/Prospect Form

Applet

record.

Right-click the record and select

Edit Server Script

from the drop-down menu.

From the Siebel Tools main menu, select

File

Export.

Save the script’s source code.

426 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Gplus UCS Gateway for Siebel CRM

Universal Callback Server Script Source Code

Source code for the Server Script

Application_PreNavigate

method is provided with the Gplus Adapter installation in the file

<InsDir>/<OBJECTS>/Application_PreNavigate_VCB.es

. Refer to “Updating the

Application's Application_PreNavigate Event Server Script” on page 436 in

the Appendix.

Uninstalling the G

Siebel CRM

plus

UCS Gateway for

The process of uninstalling the Gplus UCS Gateway for Siebel CRM consists of removing the files installed by the Gplus UCS Gateway in the installation directory.

Removing Files Installed by the Gplus UCS Gateway for

Siebel CRM

Follow the instructions below based on your environment.

For Windows Customers

•

Complete the uninstallation program for the UCS Gateway Component by using

Add/Remove Programs

in the Control Panel on the host where you installed the component.

For UNIX Customers

•

Delete the UCS Gateway Component’s files by removing the directory that was used as the destination directory during installation.

Uninstalling the Media Routing Component

This section describes how to uninstall the Gplus Media Routing Component for Siebel. The uninstallation process consists of three steps:

1. Backing up your files and configuration before starting the uninstallation process (Genesys recommendation)

Removing files installed in the installation directory

Removing Siebel objects brought by the Gplus Adapter for Siebel CRM

Media Routing Component.

Gplus Adapter for Siebel CRM—Deployment Guide 427

Chapter 9: Uninstallation Instructions Uninstalling the Media Routing Component

Environment

The following environment is required to complete the uninstallation process:

•

Siebel Server platform with the Gplus Media Routing Component for

Siebel installed and deployed

•

Siebel Tools

•

Administrator rights to access the Siebel application

•

Administrator privileges to log in to the operating system

Uninstallation Process

This section contains step-by-step instructions about how to uninstall the

Media Routing Component from Siebel Server and remove unused components from the Siebel application.

Removing Files Installed by the Gplus Adapter for

Siebel CRM Media Routing Component

Follow the instructions below based on your environment.

For Windows Customers

•

Complete the uninstallation program for the Media Routing Component by using Add/Remove Programs in the Control Panel on the host where you installed the component.

For UNIX Customers

•

Delete the Media Routing Component’s files by removing the directory that was used as the destination directory during installation.

Removing Siebel Objects

Use Siebel tools to perform the following steps:

1. Remove the GplusMediaRoute Business Service.

Lock the GplusMediaRoute Project.

From the Object Explorer, browse to the GplusMediaRoute Project and select the

Business Service

tab.

In the Business Services window, right-click the GplusMediaRoute

Business Service and select Delete from the drop-down menu.

Remove the MediaRouting Communication Detail View.

From the Object Explorer, select the View tab.

Click the

New Query

button on the toolbar.

428 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Multimedia Component

Set the Name to

MediaRouting Communication Detail View

, and click the

Execute Query

button.

From the Views window, right-click the

MediaRouting Communication

Detail View

record and select

Delete

from the drop-down menu.

Remove the MediaRouting Comm Inbound Item Form Applet and

MediaRouting Comm Outbound Item Applet.

From the Object Explorer, select the

Applet

tab.

Click the

New Query

button on the toolbar.

Set the Project to

GplusMediaRouting

, and click the

Execute Query button.

From the Applets window, right-click the

MediaRouting Comm Inbound

Item Form Applet

record and select

Delete

from the drop-down menu.

From the Applets window, right-click the

MediaRouting Comm Outbound

Item Applet

record and select

Delete

from the drop-down menu.

Recompile the project.

Siebel Administration Application

1. Start Siebel Server.

Deactivate and delete the

GplusMediaRouting-ProcessMessage

Workflow

Process.

Select

Site Map

Business Process Administration

Workflow

Processes

Make a query for the GplusMediaRouting-ProcessMessage workflow.

Deactivate and delete all the

GplusMediaRouting-ProcessMessage workflows.

Uninstalling the Multimedia Component

The process of uninstalling the Gplus Adapter for Siebel CRM Multimedia

Component consists of the following steps:

•

Remove files installed in the installation directory.

•

Remove Siebel objects brought by the Gplus Adapter for Siebel CRM

Multimedia Component.

•

Update the Siebel configuration.

Removing Files Installed by the Gplus Adapter for Siebel

CRM Multimedia Component

Follow the instructions below based on your environment.

Gplus Adapter for Siebel CRM—Deployment Guide 429

Chapter 9: Uninstallation Instructions Uninstalling the Multimedia Component

For Windows Customers

•

Complete the uninstallation program for the Multimedia Component by using

Add/Remove Programs

in the Control Panel on the host where you installed the component.

For UNIX Customers

•

Delete the Multimedia Component’s files by removing the directory that was used as the destination directory during installation.

430 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Multimedia Component

Removing Siebel Objects

1. Start Siebel Tools.

Select the

Genesys Multimedia

project in the top drop-down combo box of the Object Explorer.

Go to the following folders and remove all objects belonging to the

Genesys Multimedia

project:



Applet

Business Component

Business Object



Business Service

Integration Object

Link

Screen

Symbolic Strings (Siebel 7.5.3 or later)

View

Web Template

Remove the page tab created during deployment.

Compile a new

SRF

file.

Updating Siebel Configuration

This step is optional. To remove drivers and configurations from the Siebel application, follow this procedure:

1. Log in to Siebel as an Administrator.

In the Siebel Site Map, navigate to

Communications Drivers and Profiles



For Siebel 7.7/7.8/8.0/8.1, select

Site Map

Administration -

Communications > Communications Drivers and Profiles .

For earlier versions of Siebel, select

Site Map

Communications

Administration

Communications Drivers and Profiles

Navigate to the

Gplus_OpenMedia

record and delete it.

In the Siebel Site Map, navigate to All Configurations :



For Siebel 7.7/7.8/8.0/8.1, select

Site Map

Administration -

Communications

All Configurations

For earlier versions of Siebel, select

Site Map

Communications

Administration

All Configurations

Navigate to any unused Profiles associated with the

Gplus_OpenMedia record and delete them.

Gplus Adapter for Siebel CRM—Deployment Guide 431

Chapter 9: Uninstallation Instructions Uninstalling the Multimedia Component

Removing List of Values

To remove List of Values:

1. Log in as Siebel administrator.

In the Siebel Site map, navigate to the

List of Values administration applet and delete the following records identified by Type and Display value:

CHANNEL_TYPE, OpenMedia

REPOSITORY_HTML_CTRL_TYPE, GChatControl

COMM_MEDIA_TYPE, OpenMedia

TODO_TYPE, Email - Outbound

(MCR)\

TODO_TYPE, Email - Inbound (MCR)

LOV_TYPE, MCR_WORKBIN_TYPE

MCR_WORKBIN_TYPE,*

EVENT_STATUS,Completed

EVENT_STATUS, NotQueued

Removing Responsibilities and View Definitions

To remove responsibilities and view definitions:

1. Log in as Siebel administrator.

In the Siebel Site map, navigate to the Responsibilities administration view and delete the following record identified by

Name



Genesys Multimedia Agent

In the Siebel Site map, navigate to the

View administration

view and delete the following records identified by

Name

MCR Chat plus Knowledge Manager

MCR Reply Email plus InAttachments

MCR Reply Email plus Knowledge Manager

MCR Reply Email plus OutAttachments

MCR Reply Email with Suggestion

MCR Reply Email plus InAttachments T

MCR Reply Email plus Knowledge Manager T

MCR Reply Email plus OutAttachments T

MCR Reply Email with Suggestion T

MCR Workbin View

MCR dummy 1

MCR dummy 2

MediaRouting Communication Detail View

432 Gplus Adapter 7.5

Chapter 9: Uninstallation Instructions Uninstalling the Multimedia Component

Removing the Outbound Web Service Definition

To remove the Outbound Web Service definition:

1. Log in as Siebel administrator.

In the Siebel site map, navigate to the

Outbound Web Service administration view and delete the following record identified by Name :



Genesys Gplus WebService

Gplus Adapter for Siebel CRM—Deployment Guide 433

Chapter 9: Uninstallation Instructions Uninstalling the Multimedia Component

434 Gplus Adapter 7.5

Appendix

Scripts



This appendix includes the following sections:

Generating and Deploying Browser Scripts, page 435

Updating the Application's Application_PreNavigate Event Server Script, page 436

Generating and Deploying Browser Scripts

You must generate and deploy browser scripts each time a new Siebel

Repository File (

.srf

) is deployed to the Mobile Web Client or Siebel Server.

The browser scripts are JavaScript files

(*.js)

. They are automatically generated when you compile objects to a repository file (for compiled projects only). You can specify where the files are to be compiled (see the option in

Siebel Tools), but if you are deploying to a server environment, the files have to be manually migrated to a specific directory on the Web Server. This process has been replaced by a utility that extracts the compiled Browser Script files from the

.srf

. The utility is called genbscript.exe

and may be found in either siebsrvr/bin

or client/bin.

You must locate browser scripts on the Siebel Server machine in

<SWEApp>/public/language_code .

After you have created the browser scripts, you must re-start Siebel Server.

For further information about browser script generation and deployment, see

“Siebel Tools Reference” and “Alert 365: Browser Script Generation in Siebel v7” on the Siebel support website.

Gplus Adapter for Siebel CRM—Deployment Guide 435

Appendix: Scripts Updating the Application's Application_PreNavigate Event Server Script

Updating the Application's

Application_PreNavigate Event Server

Script

During Voice component or Multimedia component configuration you must add or modify (if it already exists) the Server script handler for the

Application_PreNavigate

event for the Siebel application being used.

The content of the event handler for each component is provided in a special

.es

file.

For the Voice component, this file is:

<InsDir>/OBJECTS/Application_PreNavigate_VCB.es

For the Multimedia component, this file is:

<InsDir>/OBJECTS/Application_PreNavigate.es

Each of these files has the following structure: function Application_PreNavigate (DestViewName, DestBusObjName)

{

return (ContinueOperation);

} where

is e-script code designed for the appropriate component.

If the original

Application_PreNavigate

event script consists only of a return(ContinueOperation)

call, construct the resulting one as: function Application_PreNavigate (DestViewName, DestBusObjName)

{

<MULTIMEDIA function body> return (ContinueOperation);

}

Therefore, just copy

code from the appropriate files for each component into the

Application_PreNavigate

event script body and finalize them by a return(ContinueOperation)

call.

If the original

Application_PreNavigate

event script is more complex, make a

manual merge.

436 Gplus Adapter 7.5

Index

ACD position DNs

. . . . . . . . . . . . . . 159

activity creation

. . . . . . . . . . . . . . . . 165

AgentLogout Control

. . . . . . . . . . . . . 187

agent-to-agent transfers

. . . . . . . . . . . 169

application object, creating

Campaign Synchronization component

. . . 85

Configuration Synchronization

Component

. . . . . . . . . . . 34

326

application template, importing

Campaign Synchronization component

. . . 85

Application_PreNavigate updating

. . . . . . . . . . . . . . . . . . 436

Basic Voice

. . . . . . . . . . . . . . . . . . 19

brackets angle

. . . . . . . . . . . . . . . . . . . . . 15

BroadcastCommdnUserEvents2Agents

. . . 173

Campaign Synchronization

. . . . . . . . . . 19

Campaign Synchronization Component

. . . 95

Field object, creating

. . . . . . . . . . . . 97

Format object, creating

. . . . . . . . . . 101

Options tab

. . . . . . . . . . . . . . . . . 88

security settings

. . . . . . . . . . . . . . . 95

Start Info tab

. . . . . . . . . . . . . . . . . 87

Campaign Synchronization component application object, creating

. . . . . . . . . 85

application template, importing

. . . . . . . 85

EAI Server Component Group status

. . . 114

Format object, copying

. . . . . . . . . . 102

General tab

. . . . . . . . . . . . . . . . . 86

Server Info tab

. . . . . . . . . . . . . . . . 87

Siebel Repository File, deploying

. . . . . 114

Siebel Tools, configuring

. . . . . . . . . 106

Siebel Web Client, configuring

. . . . . . 114

subsystem, creating

. . . . . . . . . . . . 114

Tenants tab

. . . . . . . . . . . . . . . . . 86

Windows installation

. . . . . . . . . . . 104

Campaign Synchronization

Component, options format

. . . . . . . . . . . . . . . . . . . . 90

send_attribute

. . . . . . . . . . . . . . . . 99

Campaign Synchronization

Component, sections

CallingListFolders

. . . . . . . . . . . . . . 93

CampaignFolders section

. . . . . . . . . . 94

DatabaseAccessPoints

. . . . . . . . . . . 92

Genesys

. . . . . . . . . . . . . . . . . . 90

TableAccessFolders

. . . . . . . . . . . . 92

Tenants

. . . . . . . . . . . . . . . . . . . 91

Cancel Command attributes

Outbound Campaign feature

. . . . . . . 191

Communication DN

Driver:CommunicationDN

. . . . . . . . . 171

SendUserEventToCommDN

. . . . . . . 173

user events, broadcasting

. . . . . . . . . 172

user events, sending

. . . . . . . . . . . 171

Communication Server

. . . . . . . . . . . . 19

ADDPRemoteTimeout

. . . . . . . . . . . 40

ADDPTimeout

. . . . . . . . . . . . . . . . 40

ADDPTrace

. . . . . . . . . . . . . . . . . 40

ClientPortRangeStart

. . . . . . . . . . . . 39

ConnectTimeout

. . . . . . . . . . . . . . . . 39

HTTP Section

internal-port

. . . . . . . . . . . . . . . . . 43

MaxClientConnections

MaxProcessingThreads

open-media-driver Section

. . . . . . . . . 43

open-media-userdata Section

. . . . . . . . 44

RequestTimeout

. . . . . . . . . . . . . . . . 39

RetryAttempts

service-duplicate-overwrite

. . . . . . . . . 43

ServiceInactivityTimeout

. . . . . . . . . . 40

ThirdPartyId

. . . . . . . . . . . . . . . . . 44

Configuration Synchronization

. . . . . . . . . 19

Gplus Adapter for Siebel CRM—Deployment Guide 437

Index

Configuration Synchronization Component application object, creating

. . . . 34

326

configuration file, updating

. . . . . . . . . 74

General tab

. . . . . . . . . . . . 35

327

installation

. . . . . . . . . . . . . 44

329

Options tab

. . . . . . . . . . . . 38

. . . . . . . . . . . . . . . 68

Person, adding

Person, creating new

. . . . . . . . . . . . 68

security settings

. . . . . . . . . . . . . . . 68

Server Info tab

. . . . . . . . . . . 36

. . . . . . . . . . . . 36

Siebel Tools, configuring

. . . . . . . . . . 71

Start Info tab

. . . . . . . . . . . . . . . 35

Tenants tab

UNIX, installation

. . . . . . . . . . . . . . 70

Windows, installation

. . . . . . . . . . . . 69

Configuration Synchronization Component, sections

AgentLoginFolders

. . . . . . . . . . . . . 65

DNFolders

. . . . . . . . . . . . . . . . . . 65

PersonFolders

. . . . . . . . . . . . . . . . 62

PlaceFolders

. . . . . . . . . . . . . . . . 63

SkillLevels

. . . . . . . . . . . . . . . . . . 66

SkillsFolders

. . . . . . . . . . . . . . . . . 64

Connection Subsystem creating

. . . . . . . . . . . . . . . . . . 373

Connection to T-Server

. . . . . . . . . . . . 157

creating tables, server database

. . . . . . . . . . 146

CTI-Less T-Server

. . . . . . . . . . . . . . . . . . . 146

D database server

definition file

. . . . . . . . . . . . . . . . . 203

editing

. . . . . . . . . . . . . . . . . . . 151

migrating, upgrading

. . . . . . . . . . . . . 22

modifying

. . . . . . . . . . . . . . . . . 168

deployment system requirements

. . . . . . . . . . . . 19

destination phone number, setting alternative

. . . . . . . . . . 195

device commands, Voice Component

AlternateCall

. . . . . . . . . . . . . . . . 267

AnswerCall

. . . . . . . . . . . . . . . . 241

AttachData

. . . . . . . . . . . . . . . . . 261

Cancel Monitoring

. . . . . . . . . . . . . 271

CancelBusy

. . . . . . . . . . . . . . . . 260

CancelForwardCall

. . . . . . . . . . . . 259

ChangeBusyState

. . . . . . . . . . . . . 261

ChangeNotReadyState

. . . . . . . . . . 258

ConferenceComplete

. . . . . . . . . . . 253

ConferenceInit

. . . . . . . . . . . . . . . 251

ConferenceSStep

. . . . . . . . . . . . . 249

DeleteFromConference

. . . . . . . . . . 253

DeleteUserData

. . . . . . . . . . . . . . 264

ForwardCall

. . . . . . . . . . . . . . . . 259

HoldCall

. . . . . . . . . . . . . . . . . . 246

. . . . . . . . . . . . . . . . . . . 254

LogOut

. . . . . . . . . . . . . . . . . . 255

MakeCall

. . . . . . . . . . . . . . . . . 247

Monitor Next Call

. . . . . . . . . . . . . 269

NotReady

. . . . . . . . . . . . . . . . . 257

QueryAddress

. . . . . . . . . . . . . . . 266

Ready

. . . . . . . . . . . . . . . . . . . 256

ReconnectCall

. . . . . . . . . . . . . . 246

ReleaseCall

. . . . . . . . . . . . . . . . 242

ResumeCall

. . . . . . . . . . . . . . . . 246

ResumeInactiveCall

. . . . . . . . . . . . 247

Send DTMF

. . . . . . . . . . . . . . . . 268

SendUserEvent

. . . . . . . . . . . . . . 262

SendUserEventOnCommDN

. . . . . . . 267

SetActiveCall

. . . . . . . . . . . . . . . 258

SetActiveCampaign

. . . . . . . . . . . . 272

SetBusy

. . . . . . . . . . . . . . . . . . 260

ToggleForward

. . . . . . . . . . . . . . 259

TransferComplete

. . . . . . . . . . . . . 246

TransferInit

. . . . . . . . . . . . . . . . 244

TransferMute

. . . . . . . . . . . . . . . 242

UpdateUserData

. . . . . . . . . . . . . 264

DN types

. . . . . . . . . . . . . . . . . . . 170

DN types, defining

. . . . . . . . . . . . . . 159

document version number

. . . . . . . . . . . . . . . 13

document errors commenting on

. . . . . . . . . . . . . . . 15

DoNotCall, setting

. . . . . . . . . . . . . . 132

driver parameters, Voice Component

. . . . 204

EAI Server Component Group status

Campaign Synchronization component

. . 114

EAI Server Component Group, status

. . . . . 75

Enterprise Routing

. . . . . . . . . . . . . . . 12

Expert Contact

. . . . . . . . . . . . . . . . . 12

Field object, creating

Campaign Synchronization Component

. . 97

Format object, copying

Campaign Synchronization component

. . 102

Format object, creating

Campaign Synchronization Component

. 101

Framework

GenComm_universal.def

. . . . . . . . . . 174

438 Gplus Adapter 7.5

Index

GenComm7_universal.def

GenCommDrv.ini

ADDPRemoteTimeout

. . . . . . . . . . . . 51

ADDPTimeout

. . . . . . . . . . . . . . . . 51

ADDPTrace

. . . . . . . . . . . . . . . . . 51

Certificate

. . . . . . . . . . . . . . . . . . 49

CertificateKey

. . . . . . . . . . . . . . . . 50

CheckServiceTimeout

. . . . . . . . . . . . 45

ClientPortRangeStart

. . . . . . . . . . . . 49

ConnectTimeout

. . . . . . . . . . . . . . . 47

LogDir

LogExt

. . . . . . . . . . . . . . . . . . . . 45

LogFile

LogFilesCount

. . . . . . . . . . . . . . . . 46

LogLevel

. . . . . . . . . . . . . . . . . . . 47

MaxClientConnections

. . . . . . . . . . . . . . . . . . 46

MaxLogKB

MaxProcessingThreads

. . . . . . . . . . . . . . . 48

RequestTimeout

RetryAttempts

. . . . . . . . . . . . . . . . 47

SiebelAPI

. . . . . . . . . . . . . . . . . . 45

TrustedCA

. . . . . . . . . . . . . . . . . . 50

General tab

Campaign Synchronization component

. . . 86

Configuration Synchronization

Component

. . . . . . . . . . . 35

327

Genesys

Framework

. . . . . . . . . . . . . . . . . . 19

Multimedia

multimedia component

. . . . . . . . . . . 19

Outbound Contact

. . . . . . . . . . . . . . . . 19

Genesys Chat

Genesys CTI-Less T-Server

. . . . . . . . . 19

Genesys E-mail

. . . . . . . . . . . . . . . 19

Genesys products

. . . . . . . . . . . . . . . 146

Genesys project

Genesys section

Campaign Synchronization Component

. . . 90

Gplus Adapter for Siebel 7 deployment options

. . . . . . . . . . . . . 17

GplusMediaRouting-ProcessMessage

Business Process

. . . . . . . . . . 375

GSW_ATTEMPTS attribute

. . . . . . . . . 131

HTTP Section

Communication Server

Importing "List of Value," View Definitions,

Responsibilities, and

Predefined Queries

. . . . . . . . . 345

inbound voice configuration

. . . . . . . . . 165

Media Routing

. . . . . . . . . . . . . . . 427

Media Routing Component

. . . . . . . . . 371

uninstallation

migrating definition file

. . . . . . . . . . . . . . . . . 22

migration

. . . . . . . . . . . . . . . . . . . . 22

Multimedia

. . . . . . . . . . . . . . . . . . . 12

multimedia

. . . . . . . . . . . . . . . . . . . 19

Multimedia Component uninstallation

. . . . . . . . . . . . . . . 429

multi-tenant environment

. . . . . 58

101

102

Network Attended Transfer

. . . . . . . . . 182

Network Transfer Optional Automatic

Reconnection

. . . . . . . . . . . . 185

Non-English versions of Siebel 7

. . . . . . 153

O open-media-driver Section

Communication Server

. . . . . . . . . . . 43

open-media-userdata Section

Communication Server

. . . . . . . . . . . 44

options

AgentLogoutControl

. . . . . . . . . . . . 187

system requirements

. . . . . . . . . . . . 19

Options tab

Campaign Synchronization Component

. . 88

Configuration Synchronization

Component

. . . . . . . . . . . .38

. . . . . . . . . . . . . . . . . . . . 90

options, Campaign Synchronization

Component format

options, Communication Server

ADDPRemoteTimeout

. . . . . . . . . . . 40

ADDPTimeout

. . . . . . . . . . . . . . . . 40

ADDPTrace

. . . . . . . . . . . . . . . . . 40

ClientPortRangeStart

. . . . . . . . . . . . 39

ConnectTimeout

. . . . . . . . . . . . . . . . . 43

internal-port

MaxClientConnections

MaxProcessingThreads

RequestTimeout

. . . . . . . . . . . . . . . . 39

RetryAttempts

service-duplicate-overwrite

. . . . . . . . . 43

ServiceInactivityTimeout

. . . . . . . . . . 40

ThirdPartyId

. . . . . . . . . . . . . . . . . 44

Outbound Campaign

. . . . . . . . . . . . . 159

Outbound Campaign feature

Cancel command attributes

. . . . . . . . 191

Gplus Adapter for Siebel CRM—Deployment Guide 439

Index

DoNotCall command attributes

. . . . . . 189

Siebel Repository File, compiling

. . . . . 146

Siebel Repository File, deploying

. . . . . 147

telesets, creating

outbound campaign feature

. . . . . . . . . 166

Outbound Contact

. . . . . . . . . . . . . . . . 195

Outbound Contact Multiple Campaigns

Agents

Outbound Contact Solution

. . . . . . . . . 12

P parameters, GenCommDrv.ini

ADDPRemoteTimeout

. . . . . . . . . . . . 51

ADDPTimeout

. . . . . . . . . . . . . . . . 51

ADDPTrace

. . . . . . . . . . . . . . . . . 51

Certificate

. . . . . . . . . . . . . . . . . . 49

CertificateKey

. . . . . . . . . . . . . . . . 50

CheckServiceTimeout

. . . . . . . . . . . . 45

ClientPortRangeStart

. . . . . . . . . . . . 49

ConnectTimeout

. . . . . . . . . . . . . . . 47

LogDir

LogExt

. . . . . . . . . . . . . . . . . . . . 45

LogFile

LogFilesCount

. . . . . . . . . . . . . . . . 46

LogLevel

. . . . . . . . . . . . . . . . . . . 47

MaxClientConnections

. . . . . . . . . . . . . . . . . . 46

MaxLogKB

MaxProcessingThreads

. . . . . . . . . . . . . . . 48

RequestTimeout

RetryAttempts

. . . . . . . . . . . . . . . . 47

SiebelAPI

. . . . . . . . . . . . . . . . . . 45

TrustedCA

. . . . . . . . . . . . . . . . . . 50

parameters, Voice Component

AccessNumber

. . . . . . . . . . . . . . 239

AgentID

All others

. . . . . . . . . . . . . . . . . . . . 238

ANI

AttributeExtensions

. . . . . . . . . . . . 175

CallState

. . . . . . . . . . . . . . . . . . 239

CallType

CollectedDigits

ConnID

CustomerID

. . . . . . . . . . . . . . . . . . . . 238

DNIS

Driver:AdapterAppName

Driver:AnswerCallDelay

. . . . . . . . . . 204

Driver:BackupGenCommServerURL

. . . 204

Driver:BackupServerHost

Driver:BackupServerPort

Driver:

BroadcastCommdnUserEvents2Agents

. 204

Driver:CommunicationDN

. . . . . . . . . . . . 205

Driver:HangupOnEventReleased

. . . . . 205

Driver:InboundPartyContainer

. . . . . . . 205

Driver:LibraryName

440

Driver:LocalConnString

. . . . . . . . . . 205

Driver:NtwkReconnectTimeout

. . . . . . 206

Driver:OutboundPartyContainer

. . . . . 206

Driver:PrimaryGenCommServerURL

. . . 206

Driver:ReconnectTimeout

. . . . . . . . . 206

Driver:SCAPIServerURL

. . . . . . . . . 207

Driver:ServerHost

Driver:ServerPort

. . . . . . . . . . . . . 209

Driver:SupervisorExtensions

. . . . . . . 208

Driver:SwitchType

Driver:TServerAppName

. . . . . . . . . 210

DriverAlias

. . . . . . . . . . . . . . . . 210

ErrorCode

. . . . . . . . . . . . . . . . . 238

ErrorMessage

HomeLocation

. . . . . . . . . . . . . . 210

MediaType

239

Name

. . . . . . . . . . . . . . . . . 204

210

OtherDN

. . . . . . . . . . . . . . . . . 238

Place

. . . . . . . . . . . . . . . . . . . 239

PreviousConnID

. . . . . . . . . . . . . 238

ReferenceID

. . . . . . . . . . . . . . . 239

Server Version

. . . . . . . . . . . . 210

Service:ACCDNList

Service:AgentId

. . . . . . . . . . . . . . 211

Service:AgentLogOutControl

. . . . . . . 211

Service:AgentPreviewModeStart

. . . . . 211

Service:AgentSubstitute

. . . . . . . . . 211

Service:AgentWorkMode

. . . . . . . . . 212

Service:AutoLogout

. . . . . . . . . . . . 212

Service:AutoRejectRecords

. . . . . . . . 212

Service:DNList

. . . . . . . . . . . . . . 212

Service:HasAgentBusy

. . . . . . . . . . . . 213

Service:HasAnswer

Service:HasDisconnect

. . . . . . . . . . . 213

Service:HasForward

Service:HasHold

. . . . . . . . . . . . . 213

Service:HasKWProtocol

. . . . . . . . . 214

Service:HasOCSProtocol

. . . . . . . . . 214

Service:NetworkCallTransferMode

. . . . 214

Service:OCSCallBackType

Service:OCSCancelScope

. . . . . . . . . . . . . 217

Service:OCSDoNotCallScope

. . . . . . 215

Service:OCSEnableCustomerId

. . . . . 215

Service:

OCSEnableOutOfCampaignOperations

214

Service:OCSTreatement

. . . . . . . . . 216

Service:ReleaseCallOnAutoLogout

. . . . 216

Service:

ReleaseEstablishedCallOnAutoLogout

. 217

Service:RequestTimeOut

. . . . . . . . . 217

Service:SelectDN

ThirdPartyDN

ThisDN

ThisDNRole

ThisQueue

ThisTrunk

Gplus Adapter 7.5

Index

WorkMode

. . . . . . . . . . . . . . . . 68

Person, adding

Configuration Synchronization

Component

Person, creating new

. . . . . . . . . . . . . 95

Campaign Synchronization Component

. . . 95

Configuration Synchronization

Component

. . . . . . . . . . . . . . . . 68

Pulling/Stopping Siebel eMail Interactons

. . 386

Removing List of Values

. . . . . . . . . . . 432

Removing Outbound

Web Service Definition

. . . . . . . 433

Removing Responsibilities and

View Definitions

. . . . . . . . . . . 432

Removing Siebel Objects

. . . . . . . . . . 431

S sections, Campaign Synchronization

Component

CallingListFolders

. . . . . . . . . . . . . . 93

CampaignFolders

. . . . . . . . . . . . . . 94

DatabaseAccessPoints

. . . . . . . . . . . 92

Genesys

. . . . . . . . . . . . . . . . . . . 90

TableAccessFolders

. . . . . . . . . . . . . 92

Tenants

. . . . . . . . . . . . . . . . . . . 91

sections, Communication Server

HTTP

. . . . . . . . . . . . . . . . . . . . 39

open-media-driver

. . . . . . . . . . . . . . 43

open-media-userdata

. . . . . . . . . . . . 44

sections, Configuration Synchronization

Component

AgentLogin

. . . . . . . . . . . . . . . . . 65

DNFolders

. . . . . . . . . . . . . . . . . . 65

Genesys

. . . . . . . . . . . . . . . . . . . 60

PersonFolders

. . . . . . . . . . . . . . . . 62

PlaceFolders

. . . . . . . . . . . . . . . . 63

SkillFolders

. . . . . . . . . . . . . . . . . 64

SkillLevels

. . . . . . . . . . . . . . . . . . 66

security settings

Campaign Synchronization Component

. . . 95

Configuration Synchronization

Component

. . . . . . . . . . . . . . . . 68

See definition file

. . . . . . . . . . . . . . . 203

SendUserEventOnCommDN

. . . . . . . . . 174

server database tables, creating new

. . . . . . . . . . . . 146

Server Info tab

Campaign Synchronization component

. . . 87

Configuration Synchronization

Component

. . . . . . . . . . . 36

Siebel

Call Center

eMarketing

. . . . . . . . . . . . . . . . . . 19

Marketing

Siebel Call Center application

. . . . . . . . . 26

Siebel eMail Interactons pulling/stopping

. . . . . . . . . . . . . . 386

Siebel Repository File, compiling

Outbound Campaign feature

. . . . . . . 146

Siebel Repository File, deploying

Campaign Synchronization component

. . 114

Outbound Campaign feature

. . . . . . . 147

Siebel Tools, configuring

Campaign Synchronization component

. . 106

Configuration Synchronization Component

. 71

Siebel Web Client

. . . . . . . . . . . . . . . 75

Campaign Synchronization component, configuring

. . . . . . . . . . . . . . . 114

Start Info tab

Campaign Synchronization Component

. . 87

Configuration Synchronization

Component

. . . . . . . . . . . .36

. . . . . . . . . . . . . . . 170

switches

Alcatel A4400

Nortel DMS 100

. . . . . . . . . . . . . . 170

Nortel Symposium

. . . . . . . . . . . . 170

symbols

. . . . . . . . . . . . . . . . . . . . 15

system requirements

. . . . . . . . . . . . . . . 146

T tables creating new

Genesys project on server database

. . . 146

telesets, creating

Outbound Campaign feature

. . . . . . . 159

Tenants tab

Campaign Synchronization component

. . . 86

Configuration Synchronization

Component

. . . . . . . . . . . . . . 35

transfers agents not in campaign

. . . . . . . . . . 169

agent-to-agent

. . . . . . . . . . . . . . 169

typographical styles

. . . . . . . . . . . . . . 14

UCS Gateway

. . . . . . . . . . . . . . . 19

Universal Callback

Universal Callback configuration

. . . . . . . 164

Universal Callback server

. . . . . . . . . . . 19

UNIX, installation

Configuration Synchronization Component

. 70

Updating Siebel Configuration

. . . . . . . . 431

upgrading

. . . . . . . . . . . . . . . . . . . 22

Gplus Adapter for Siebel CRM—Deployment Guide 441

Index definition file

. . . . . . . . . . . . . . . . . 22

V version numbering document

. . . . . . . . . . . . . . . . . . 13

Voice

. . . . . . . . . . . . . . . . . . . . . 253

Voice Component definition

. . . . . . . . . . . . . . . . . . 120

Driver Commands

. . . . . . . . . . . . . 227

driver parameters

. . . . . . . . . . . . . 204

inbound voice configuration

inbound voice configuration device events

. . . . . . . . . . . . . . 286

OCS device events

. . . . . . . . . . . . 297

outbound campaign feature

. . . 129

134

166

outbound campaign feature device commands

. . . . . . . . . . . . 272

outbound campaign feature device events

. . . . . . . . . . . . . . 297

parameters

. . . . . . . . . . . . . . . . 237

send_attribute

. . . . . . . . . . . . . . . 131

uninstallation

. . . . . . . . . . . . . . . 408

Voice Component, device commands

AlternateCall

. . . . . . . . . . . . . . . . 267

AnswerCall

. . . . . . . . . . . . . . . . 241

AttachData

. . . . . . . . . . . . . . . . . 261

Cancel Monitoring

. . . . . . . . . . . . . 271

CancelBusy

. . . . . . . . . . . . . . . . 260

CancelForwardCall

. . . . . . . . . . . . 259

ChangeBusyState

. . . . . . . . . . . . . 261

ChangeNotReadyState

. . . . . . . . . . 258

ConferenceComplete

. . . . . . . . . . . 253

ConferenceInit

. . . . . . . . . . . . . . . 251

ConferenceSStep

. . . . . . . . . . . . . 249

DeleteFromConference

. . . . . . . . . . 253

DeleteUserData

. . . . . . . . . . . . . . 264

ForwardCall

. . . . . . . . . . . . . . . . 259

HoldCall

. . . . . . . . . . . . . . . . . . 246

. . . . . . . . . . . . . . . . . . . 254

LogOut

. . . . . . . . . . . . . . . . . . . 255

MakeCall

. . . . . . . . . . . . . . . . . 247

Monitor Next Call

. . . . . . . . . . . . . 269

NotReady

. . . . . . . . . . . . . . . . . 257

QueryAddress

. . . . . . . . . . . . . . . 266

Ready

. . . . . . . . . . . . . . . . . . . 256

ReconnectCall

. . . . . . . . . . . . . . . 246

ReleaseCall

. . . . . . . . . . . . . . . . 242

ResumeCall

. . . . . . . . . . . . . . . . 246

ResumeInactiveCall

. . . . . . . . . . . . 247

Send DTMF

. . . . . . . . . . . . . . . . 268

SendUserEvent

. . . . . . . . . . . . . . 262

SendUserEventOnCommDN

. . . . . . . 267

SetActiveCall

. . . . . . . . . . . . . . . 258

SetActiveCampaign

. . . . . . . . . . . . 272

SetBusy

. . . . . . . . . . . . . . . . . . 260

ToggleForward

. . . . . . . . . . . . . . 259

TransferComplete

. . . . . . . . . . . . . 246

TransferInit

. . . . . . . . . . . . . . . . 244

TransferMute

. . . . . . . . . . . . . . . 242

UpdateUserData

. . . . . . . . . . . . . 264

Voice Component, device events

EventAgentBusy

. . . . . . . . . . . . . 291

EventAgentLogin

. . . . . . . . . . . . . 292

EventAgentLogout

. . . . . . . . . . . . 293

EventAgentNotBusy

. . . . . . . . . . . 291

EventAgentNotReady

. . . . . . . . . . . 294

EventAgentReady

. . . . . . . . . . . . . 293

EventCallForwardCancel

. . . . . . . . . 291

EventCallForwardSet

. . . . . . . . . . . 290

EventDialing

. . . . . . . . . . . . . . . 286

EventError

. . . . . . . . . . . . . . . . 295

EventEstablished

. . . . . . . . . . . . . 287

EventHeld

. . . . . . . . . . . . . . . . . 288

EventPartyAdded

. . . . . . . . . . . . . 296

EventPartyChanged

. . . . . . . . . . . 296

EventPartyDeleted

. . . . . . . . . . . . 297

EventRegistered

. . . . . . . . . . . . . 290

EventReleased

. . . . . . . . . . . . . . 288

EventRetrieved

. . . . . . . . . . . . . . 289

EventRinging

. . . . . . . . . . . . . . . 287

EventServerConnected

. . . . . . . . . . 294

EventServerDisconnected

. . . . . . . . 295

EventUnregistered

. . . . . . . . . . . . 290

EventUserDataChanged

. . . . . . . . . 289

EventUserEvent

. . . . . . . . . . . . . . 295

Voice Component, options nrdy-after-login

. . . . . . . . . . . . . . 170

OCSEnableOutOfCampaignOperations

. 169

Voice Component, parameters

AccessNumber

. . . . . . . . . . . . . . 239

AgentID

All others

. . . . . . . . . . . . . . . . . . . . 238

ANI

AttributeExtensions

. . . . . . . . . . . . 175

CallState

CallType

CollectedDigits

ConnID

CustomerID

. . . . . . . . . . . . . . . . . . . 238

DNIS

Driver: prefix, defined

. . . . . . . . . . . 203

Driver:AdapterAppName

Driver:AnswerCallDelay

. . . . . . . . . . 204

Driver:BackupGenCommServerURL

. . . 204

Driver:BackupServerHost

Driver:BackupServerPort

Driver:

BroadcastCommdnUserEvents2Agents

204

Driver:CommunicationDN

. . . . . . . . . . . . 205

Driver:HangupOnEventReleased

. . . . . 205

442 Gplus Adapter 7.5

Index

Driver:InboundPartyContainer

. . . . . . . 205

Driver:LibraryName

Driver:LocalConnString

. . . . . . . . . . 205

Driver:NtwkReconnectTimeout

. . . . . . 206

Driver:OutboundPartyContainer

. . . . . . 206

Driver:PrimaryGenCommServerURL

. . . 206

Driver:ReconnectTimeout

. . . . . . . . . 206

Driver:SCAPIServerURL

. . . . . . . . . 207

Driver:ServerHost

Driver:ServerPort

. . . . . . . . . . . . . 209

Driver:SupervisorExtensions

. . . . . . . 208

Driver:SwitchType

Driver:TServerAppName

. . . . . . . . . 210

DriverAlias

. . . . . . . . . . . . . . . . . 210

ErrorCode

. . . . . . . . . . . . . . . . . 238

ErrorMessage

HomeLocation

. . . . . . . . . . . . . . .210

MediaType

239

Name

. . . . . . . . . . . . . . . . .204

210

OtherDN

. . . . . . . . . . . . . . . . . . . 239

Place

PreviousConnID

ReferenceID

Server Version

. . . . . . . . . . . . 210

Service: prefix, defined

. . . . . . . . . . 203

Service:ACCDNList

Service:AgentId

. . . . . . . . . . . . . . 211

Service:AgentLogOutControl

. . . . . . . 211

Service:AgentPreviewModeStart

. . . . . 211

Service:AgentSubstitute

. . . . . . . . . . 211

Service:AgentWorkMode

. . . . . . . . . 212

Service:AutoLogout

. . . . . . . . . . . . 212

Service:AutoRejectRecords

. . . . . . . . 212

Service:DNList

. . . . . . . . . . . . . . . 212

Service:HasAgentBusy

. . . . . . . . . . . . 213

Service:HasAnswer

Service:HasDisconnect

. . . . . . . . . . . . 213

Service:HasForward

Service:HasHold

. . . . . . . . . . . . . . 213

Service:HasKWProtocol

. . . . . . . . . . 214

Service:HasOCSProtocol

. . . . . . . . . 214

Service:NetworkCallTransferMode

. . . . 214

Service:OCSCallBackType

Service:OCSCancelScope

. . . . . . . . . . . . . 217

Service:OCSDoNotCallScope

. . . . . . . 215

Service:OCSEnableCustomerId

. . . . . . 215

Service:

OCSEnableOutOfCampaignOperations

. 214

Service:OCSTreatment

. . . . . . . . . . 216

Service:ReleaseCallOnAutoLogout

. . . . 216

Service:

ReleaseEstablishedCallOnAutoLogout

. 217

Service:RequestTimeOut

. . . . . . . . . 217

Service:SelectDN

ThirdPartyDN

ThisDN

ThisDNRole

ThisQueue

ThisTrunk

WorkMode