Drivers Communications



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Configuring Communications Drivers and Profiles

This chapter provides an overview of communications drivers and profiles used with Siebel Communications Server and describes how to configure drivers and profiles. It includes the following topics:

About Communications Drivers and Profiles

This topic provides background information about communications drivers and profiles and the roles they play in supporting Siebel Communications Server functionality. Communications drivers interface with communications software such as CTI middleware or email servers.

For more information about configuring drivers and profiles for use with email, see Siebel Email Administration Guide.

This topic contains the following information:

For more information:

  • If you are specifying communications configurations (such as for Siebel CTI or other session communications deployments), then see Configuring Siebel CTI and related chapters.

  • For more information about configuring drivers and profiles for use with email, see Siebel Email Administration Guide.

  • For information about configuring drivers and profiles for Siebel Chat, see Siebel Chat Guide.

  • If you require integrating with communications systems that are not supported by drivers, then see Developing a Communications Driver.

Communications Drivers Provided with Siebel Business Applications

The following are some of the Siebel communications drivers provided with Siebel Business Applications:

  • Push Keep Alive. Provides a heartbeat function to help maintain push communications for session-based communications drivers loaded by Communications Session Manager. For more information, see Using the Push Keep Alive Driver for Session Connections.

  • Internet SMTP/IMAP Server. Supports Internet mail servers that support the SMTP protocol for outbound email, fax, or wireless messages or the IMAP protocol for inbound email (for Siebel Email Response). This driver supports both plain-text and HTML email. For more information, see About Siebel Email Response and Outbound Communications and see Siebel Email Administration Guide.

  • Internet SMTP/POP3 Server. Supports Internet mail servers that support the SMTP protocol for outbound email, fax, or wireless messages or the POP3 protocol for inbound email (for Siebel Email Response). This driver supports both plain-text and HTML email. For more information, see About Siebel Email Response and Outbound Communications and see Siebel Email Administration Guide.

  • Modem-based TAP Paging. For Siebel Paging, supports paging over a modem using the Telocator Alphanumeric Paging (TAP) protocol, for outbound communication requests. Siebel Paging is included with all base applications of the Siebel Business Applications. (The Send Page command does not use this driver.) For more information, see Siebel Email Administration Guide.

  • FTP. Supports File Transfer Protocol (FTP). This driver is used by Siebel Marketing to send contact lists to vendors who are contracted to execute campaigns. It can also be used to send outbound communication requests from any Siebel application. For more information, see Siebel Email Administration Guide.

Communications

Communications Drivers and Third-Party Systems

By means of communications drivers, Siebel applications can work with a variety of third-party CTI middleware and email servers. The Siebel communications infrastructure can work with several types of communications systems, in these scenarios:

  • Several communications drivers are provided to support Siebel communications modules or third-party communications systems.

  • Third-party vendors write communications drivers, using the Adaptive Communications API, to support additional communications systems. Drivers bernina shop. (Alternatively, vendors can write a driver to extend a communications driver provided with Siebel Business Applications.)

For updated information about third-party products supported by Oracle or validated to work with Siebel Business Applications, see:

  • The Certifications tab on My Oracle Support

  • Siebel Release Notes on My Oracle Support

  • Article ID 477861.1 on My Oracle Support (previously published as Siebel FAQ 2270)

For more information about third-party communications solutions, see the Partners section of the Oracle Web site.

Note: For detailed requirements and procedures for installing and configuring third-party products, see your third-party vendor documentation.

The capabilities of your communications system (such as the combination of CTI middleware and switch) partly determine which functionality you can implement. For example, some switches do not support automatic call forwarding. In addition, some features supported in the communications system might not be supported in the corresponding Siebel communications driver. Consequently, information in this guide about certain features might not apply to your implementation. Consult your vendor documentation for information about supported functionality and features. For information about integrating with email servers, see Siebel Email Administration Guide.

About Error Messages Related to Communications

For agents using session-based communications such as Siebel CTI, the Siebel client might sometimes receive error messages relating to communications functionality.

Some messages might originate from CTI middleware or from the communications driver. Messages are presented without modification, whether they originate from external communications systems or from Siebel modules. Such messages and appear in the Communication panel. For more information, see Using the Menu Commands for Displaying Error Messages.

The same error messages might also be logged, if logging is set for the Communications Session Manager component. For more information, see Parameters for Communications Session Manager.

Nonsupported Communications Systems

If your existing communications system is not supported by the communications drivers provided with Siebel Communications Server, then consider the following options for custom communications drivers:

  • Use a communications driver developed, using the Siebel Adaptive Communications API, by a third party, such as a CTI middleware vendor. For information about third-party communications solutions validated by Oracle, see the Partners section of the Oracle Web site.

  • Develop your own communications driver, using the Siebel Adaptive Communications API, to work with your communications system.

Note: Communications drivers developed by customers or third parties are not supported by Oracle, but by their respective developers or providers.

A Siebel Communications Server implementation using a custom communications driver developed using the Siebel Adaptive Communications API can take full advantage of standard features such as the communications toolbar, screen pops, communications commands, automatic creation of activities and logs, and user interface for administration and configuration.

Drivers

You can optionally create a communications driver to use with an existing driver. Such a driver, known as an aggregate driver, extends the capabilities of the existing driver, enabling additional functionality. For more information, see Developing a Communications Driver

Communications Driver Settings

In the Communications Drivers and Profiles view, the Communications Drivers list displays settings for each driver. These settings are discussed in general terms later in this topic.

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In most cases, these settings do not have to be changed for the communications drivers provided with Siebel Business Applications. The settings are informative, however, and must be understood by the communications administrator. If you add a custom driver, then you must specify values for these settings.

Driver settings include the following:

  • Channel Type. For more information, see Communications Drivers and Channels.

  • Inbound. For more information, see Inbound and Outbound Drivers.

  • Outbound. For more information, see Inbound and Outbound Drivers.

  • Interactive. For more information, see Interactive Drivers.

  • Channel String. For more information, see Communications Drivers and Channels.

  • Library Name. For more information, see Communications Driver Files and Database Records.

Communications Driver Files and Database Records

Communications drivers are usually based on library files, such as DLL (Dynamic Link Library) files on Microsoft Windows, or shared object files on UNIX. Alternatively, they might be executable files or other types of files. Each driver file must be written to support the Siebel Adaptive Communications API.

Communications driver files are located by default in the bin subdirectory of the Siebel Server installation directory for Windows, or in the lib subdirectory for UNIX. You can store them in another directory, if you specify an absolute path. (On UNIX, this location cannot be the bin subdirectory of the Siebel Server installation directory.)

Each communications driver file has one or more corresponding database records in the Communications Drivers and Profiles view of the Administration - Communications screen.

Note: In this book, in discussions of configuration tasks in the Administration - Communications screen, the term communications driver or driver sometimes refers to a database record that references a driver file. In discussions of developing drivers, however, the term generally refers to the driver file itself, which is the direct product of the development process.

Driver File Naming on Microsoft Windows and UNIX

Atheros communications drivers

The names of actual driver files to load are obtained from the Library Name field in the Communications Drivers list. In some cases, the value for this field might be manipulated to obtain the name of the driver file to load.

Driver File Naming on Microsoft Windows

Axis Communications Drivers

On Microsoft Windows, the name of the driver file to load is generally obtained by appending .DLL to the value of the Library Name field. However, if the value of the Library Name field includes a period (.), then no manipulation of this value is performed to obtain the name of the driver file.

If you add a new custom driver file that has the extension .DLL, then you can provide a Library Name value in either of two ways:

  • The value can correspond exactly to the name of the operating system file. For example, for a file named driver.dll, you can enter driver.dll as the Library Name value. This approach is recommended.

  • The value can correspond to the name of the file but without the extension .DLL. For example, for a file named driver.dll, you can enter driver as the Library Name value.

Driver File Naming on UNIX

On UNIX, the name of the driver file to load is generally obtained by adding lib (without a space character) immediately before the value of the Library Name field and, appending .so to the value of the Library Name field. However, if the value of the Library Name field includes a period (.), then no manipulation of this value is performed to obtain the name of the driver file.

If you add a new custom driver file that starts with lib and has the extension .so, then you can provide a Library Name value in either of two ways:

  • The value can correspond exactly to the name of the operating system file. For example, for a file named libdriver.so, you can enter libdriver.so as the Library Name value. This approach is recommended.

  • The value can correspond to the name of the file but without the elements lib and .so. For example, for a file named libdriver.so, you can enter driver as the Library Name value.

Skills

Requirements for Specifying Driver File Names

Hp Pci Simple Communication Driver

Some additional requirements for specifying driver file names are as follows:

  • If you add a new custom driver file with any other naming pattern, then the file name must include a dot, and you must provide a Library Name value that corresponds exactly to the name of the operating system file.

  • If you install any custom driver file in a nondefault location, then some element of the file or path name must include a dot, and you must provide a Library Name value that includes the full path where the Siebel Server that is to load the driver can locate the file.

  • On UNIX, if you install any custom driver file in a nondefault location, then this location cannot be the bin subdirectory of the Siebel Server installation directory. The lib subdirectory, the default location for the files provided with the Siebel Business Applications on UNIX, is preferable.

  • If you create a custom driver that aggregates an existing Siebel driver, then reference the operating system file for the Siebel driver by its exact name, regardless of what text is displayed for the Siebel driver in the Library Name field.

  • If the file path is not specified, then it is assumed that the driver is located in the bin subdirectory of the Siebel Server installation directory on Windows, or in the lib subdirectory on UNIX. The installation from which the driver file is loaded is the computer on which the channel manager runs.

Communications Drivers and Channels

Developers can write each communications driver file to support a single communications channel type, such as voice, email, and so on. Alternatively, developers can write a driver file to support multiple channel types. Most of the Siebel communications drivers each support a single channel type.

Each communications driver record includes a string, the channel string, that is used by the driver to identify its own channel type. The channel string must match exactly the channel string as defined in the driver file.

For communications driver files that support multiple communications channel types, driver records corresponding to specific channels can reference different subsets of channel-specific functionality within the same driver file, by referencing different channel strings defined within the driver file. For more information, see Developing a Communications Driver.

Inbound and Outbound Drivers

Each driver record in the Communications Drivers and Profiles view is indicated to support, or not support, inbound or outbound communications:

  • CTI drivers are for both inbound and outbound communications. They also support agent interactions within the Siebel application.

  • The Push Keep Alive driver is an interactive driver that provides a service for agent communications sessions. It does not directly support either inbound or outbound communications.

  • Communications drivers for email or fax, such as Internet SMTP/IMAP Server or Internet SMTP/POP3 Server, support both inbound and outbound communications. Inbound functionality for such a driver is applicable only to Siebel Email Response.

  • Drivers for paging and FTP support outbound communications only.

For more information about interactive drivers, see Interactive Drivers.

Note: The Inbound and Outbound fields are for informational purposes. Do not modify the values for these fields for the drivers provided with Siebel Business Applications.

Interactive Drivers

Depending on the purpose of the driver, the driver record in the Communications Drivers and Profiles view might be indicated as interactive. For example, the Push Keep Alive Driver is an interactive driver.

Interactive drivers enable communications functionality to be available to end users using the communications toolbar and related menu controls. Additional capabilities might also be required to route communications work items to an agent’s communications toolbar. (The Push Keep Alive driver, unlike other interactive drivers, does not have a user interface component.)

Communications configurations can reference profiles for interactive drivers only. The events and commands defined in the configuration interact with the communications system through one of the interactive drivers.

Note: The Interactive field is for informational purposes. Do not modify the values for this field for the drivers provided with Siebel Business Applications. Custom drivers developed by third parties must be written to be interactive or not interactive, according to their purpose.

About Profiles for Communications Drivers

A communications driver is initially configured by setting default parameter values for the driver within the Communications Drivers and Profiles view.

A communications driver can be made available to serve a particular purpose by creating one or more profiles that reference this driver. For each profile, parameter values can be specified to override those of the referenced driver or to provide values not otherwise specified.

Communications administrators, who are the primary audience for this book, generally configure drivers and create profiles. Depending on the features or products your company is deploying, multiple administrators might coordinate to perform these tasks.

For example, administrators who have expertise in CTI middleware or email servers might be tasked to configure the communications drivers and profiles that are specific to the technology or product areas with which they are familiar. Or some administrators might configure profiles only, under the direction of another administrator who configures drivers. For more information about creating and using profiles for use with email servers or for outbound communications systems, see Siebel Email Administration Guide.

Contexts of Use for Communications Profiles

Communications profiles, whether created by administrators or (in limited contexts) by end users, might be specified for use by administrators and end users in many communications-related contexts within the Siebel application. For more information about creating and using profiles for use with email servers or for outbound communications systems, see Siebel Email Administration Guide.

Administrators specify profiles when defining communications configurations to support handling interactive work items such as voice calls for Siebel CTI.

Configuring Communications Drivers and Profiles

This topic describes how to work with communications drivers and profiles to enable Siebel Communications Server to work with communications systems such as CTI middleware, email servers, and so on.

Every Siebel module that uses Communications Server makes use of communications drivers and profiles.

In the Communications Drivers and Profiles view, the Communications Drivers list displays settings for each driver. Generally, the only driver data that you create or modify directly for the drivers provided with Siebel Business Applications are the default driver parameter values and the profiles that you create for the drivers.

The rest of this topic describes specifying driver parameter values, creating profiles, and adding new driver records for custom driver files created using the Adaptive Communications API.

This topic contains the following information:

For more information about the parameters supported by each driver provided with Siebel Business Applications, see the topics referenced in Communications Drivers Provided with Siebel Business Applications.

Specifying Driver Parameter Values

For each driver listed in the Communications Drivers and Profiles view, driver parameter data is displayed in the Driver Parameters list. For each driver parameter, a flag indicates whether the parameter requires a value. Driver parameter values can be provided in one of two ways:

  • By setting a default value for a driver parameter. For more information, see Setting Driver Parameter Default Values

  • By specifying an override value for the parameter in each profile that you create for the driver. For more information, see Defining Communications Profiles.

Driver parameter values are in effect for all profiles using the driver, unless you override parameter values for a given profile. Values for many parameters are likely to be specific to your site (such as a server name) or to an individual profile (such as a mailbox name).

Note: For any required parameter for which no value has been provided as a driver parameter, a value must be provided for the parameter, for each profile, in the form of a profile parameter override. If any parameter is expected to be specified as a profile parameter override, then the driver parameter must first be defined in the Driver Parameters list.

Field Types for Driver Parameters

Parameters for communications drivers use one of the following field types:

  • Characters (letters, numerals, _ (underscore), and special characters used in macro-expansion)

Macro expansion can be used in fields of character type, as described in Using Macro Expansion for Character Fields. You can also use macros described in Macros for Parameter Values.

  • Boolean (allowable values are True and False)

  • Numeric (numerals 0 through 9)

Wildcard characters are not applicable to driver parameter values.

Setting Driver Parameter Default Values

You can specify a new default value for a driver parameter. You can modify any default value in a profile. For certain parameters, you typically provide values through profile parameter overrides.

If you expect that a particular parameter value applies to all or most of the profiles that you create, that is, you do not expect to override the value, then specify this value as the default driver parameter value. Doing so saves you time when you create profiles, because you might not have to define an override for this driver parameter. For more information about configuring driver parameters for email servers, see Siebel Email Administration Guide.

To specify a driver parameter default value

  1. Navigate to the Administration - Communications screen, then the Communications Drivers and Profiles view.

  2. In the Communications Drivers list, select the driver for which you want to modify the default parameter values.

  3. Click the Driver Parameters view tab.

  4. Drivers clavia dmi ab mobile phones & portable devices download. In the Driver Parameters list, clear the existing default value for a parameter, and enter a new value.

Defining Communications Profiles

After you configure any applicable communications drivers, as described in Specifying Driver Parameter Values, you create communications profiles for these drivers.

Each profile specifies which driver is to be used and how the driver is used for communications that use the profile.

Note: For more information about creating and using profiles with Siebel Email Response, see Siebel Email Administration Guide.

To create a communications profile

  1. Navigate to the Administration - Communications screen, then the Communications Drivers and Profiles view.

  2. In the Communications Drivers list, select the driver for which you are creating a profile.

  3. Click the Profiles view tab.

  4. In the Profiles list, add a new record to create a profile for the current driver.

  5. Provide a name for the new profile.

  6. Specify the organization that uses the profile.

  7. Specify one or more responsibilities that uses the profile.

Now you specify parameter override values, as described in the following procedure.

Specifying Parameter Override Values for Profiles

This topic describes specifying any new values to override the default values of driver parameters. You must do this for required parameters that are not defined for the driver, or for parameters for which the driver parameter default value is not appropriate for each profile. For more information about driver parameters, see Specifying Driver Parameter Values.

Drivers Communications Phone Number

To specify parameter override values for a profile

Communications Drivers

  1. Navigate to the Administration - Communications screen, then the Communications Drivers and Profiles view.

  2. In the Communications Drivers list, select the driver for which you created the profile that you are configuring.

  3. Click the Profiles view tab.

  4. In the Profiles list, select the profile that you are configuring.

  5. In the Profile Parameter Overrides list, add a new record for each driver parameter whose default value you are overriding.

  6. For each parameter, specify the parameter name.

  7. Enter an override value for the parameter, then commit the record.

Driver Communication Style

You must specify a parameter override for any parameter for which no value has been provided as a driver parameter.

Adding a Custom Communications Driver

Axis communications drivers

If you have developed a custom communications driver, using the Adaptive Communications API, or acquired such a driver from another vendor, then you have to add one or more records for the driver in the Communications Drivers and Profiles view. For information about the driver settings mentioned in this topic, see Communications Driver Settings. For information about developing a custom driver, see Developing a Communications Driver See also Configuring Communications List of Values Types.

To add a custom communications driver

  1. Navigate to the Administration - Communications screen, then the Communications Drivers and Profiles view.

  2. In the Communications Drivers list, add a new record for the driver.

    The Communications Drivers form appears.

  3. Provide a name for the driver.

  4. Specify the channel type for the driver.

  5. Specify the channel string the driver uses to identify its own channel type.

  6. Specify if the driver is used for inbound communications.

  7. Specify if the driver is used for outbound communications.

  8. Specify if the driver is interactive.

  9. Enter the name of the file (such as a library file) that this driver record references.

    Include the complete file name of the file, with the file extension.

  10. Optionally, provide a description for the new driver.

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