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Installation and Configuration

Table Of Contents

Installation and Configuration

Cisco CTI Driver for Siebel: Installing & Configuring

Installation of Cisco CTI Driver for Siebel

Configuration of Cisco CTI Driver for Siebel

Cisco Data Store: Installing & Configuring

Cisco Data Store Installation

Cisco Data Store Configuration

Step 1: Enable DCOM on server

Step 2: Allow users to access server through DCOM

Step 3: Allow everyone to access Data Store

Step 4: Restrict user rights to Data Store

Step 5: Enter name of Data Store server

Installation Checklist

Testing Access for Microsoft SQL Server


Installation and Configuration


This chapter discusses installation and configuration of:

Cisco CTI Driver for Siebel

Cisco Data Store

Cisco CTI Driver for Siebel: Installing & Configuring

The Cisco CTI Driver for Siebel is responsible for mediating between the Siebel application and the Cisco CTI product. This section presents the information that is necessary to install and configure the Cisco CTI Driver for Siebel.

Installation of Cisco CTI Driver for Siebel

This section describes how to use the Setup program to install the Cisco CTI Driver for Siebel. Setup.exe is found in the SiebelCTI folder of the CD. You can use this Setup program to:

Perform an installation that will be used only on a particular workstation

Perform an installation that will be used to distributively install the Cisco CTI Driver for Siebel on multiple workstations

Running Workstation Setup

To run the Setup program so as to install the Cisco CTI Driver for Siebel on a single workstation, perform the following steps:


Step 1 Log in with administrator privileges.

Step 2 Locate and run the program Setup.exe in the SiebelCTI folder of the CD. A welcome screen appears.

Step 3 Click the Next button. On the screen that appears, select Workstation Setup.

Step 4 Click Next. A destination screen appears. If you want to change the installation directory, click Browse and select a new directory.

Step 5 Click Next to begin the installation process.

Step 6 After installation has completed, click the Finish button.


Running Distribution Setup

To run the Setup program so as to be able to distributively install the Cisco CTI Driver for Siebel on multiple workstations, perform the following steps:


Note Distribution installation must be done on a file server workstation.



Step 1 Log in with administrator privileges.

Step 2 Locate and run the program Setup.exe in the SiebelCTI folder of the CD. A welcome screen appears.

Step 3 Click the Next button. On the screen that appears, select Distribution Setup.

Step 4 Click Next. Enter the complete path of your distribution directory in UNC format, that is, \\machine_name\share_name\directory. (If Distribution Setup has been run before, and the file Launcher.ini already exists, the current path is displayed.)

Step 5 Click Next. A screen appears notifying you that during the current process your distribution directory will be cleaned, and repopulated.

Step 6 Click Yes. Enter the complete workstation path—this will be used as the installation directory on the current workstation and on every workstation where the desktop components will be distributively installed. (If Distribution Setup has been run before, the current path stored in the setup.ini file is displayed.)

Step 7 Click Next to begin the installation process on the current (administrator's) workstation.

Step 8 After installation has completed, click the Finish button.


To distributively install the Cisco CTI Driver for Siebel on other workstations, you can do one of the following:

Set up a link and e-mail it to a distribution list of those people who should be installing the desktop components. Each recipient uses the link to run Launcher.exe, which automatically either performs a complete installation or installs additions and corrections—depending on whether this is an initial installation, or a hot fix or new version is being applied to a previous installation. No user interface is involved

Use an Internet browser to do essentially the same thing as above


Note When Cisco CTI Driver for Siebel is installed on a workstation in this manner, Launcher.exe is automatically added to the workstation's Startup folder. Launcher will then run automatically on every reboot—or the user can run it explicitly—to get hot fixes and new versions.


Configuration of Cisco CTI Driver for Siebel


Note In the following instructions we assume that you are using drive c:. If you are not using drive c:, substitute the name of the drive that you are using.


Once you have run the Cisco CTI Driver for Siebel Setup program, you must verify that the file uagent.cfg was configured properly. This file is located in c:\siebel\bin.


Step 1 Use Notepad to open

c:\siebel\bin\uagent.cfg

which contains the driver information.

Step 2 Search for the [CTI] section of this file. It should, and must, read:

[CTI] 

Enable
= "TRUE"
DeviceDriver 
= "CSTGeoTelDriver.Driver"

Step 3 Assuming that this looks as it should, exit without saving.


Table 2-1 describes the configuration parameters used by the Cisco CTI Driver for Siebel. The parameters must be configured in accordance with the CTI Server being used by the particular workstation. We recommend that entries be made for all of the parameters.

Table 2-1 Cisco CTI Driver for Siebel Configuration Parameters  

Parameter
Type (Valid Values)
Explanation

Driver:IsEasySim

String

(TRUE or FALSE)

Simulate call in Siebel Client without CTI Server and GeoDCS.exe.

The default value is FALSE.

Driver: LogFileName

String

(pathname)

Path describing the location and name prefix for the driver log file. This is defaulted to c:\cisco in the shipped Cisco.INI file. If this path is deleted from the Cisco.INI file, the log file will be generated in the system \Win directory.

Driver: TraceLevel

String

(CTITRACE_NONE, CTITRACE_CRITICAL, CTITRACE_SEVERE, CTITRACE_SERIOUS, CTITRACE_WARN, CTITRACE_INFO, or CTITRACE_ALL)

No log information written to log file. Logs only critical events. Logs severe and critical events. Logs serious, severe, and critical events. Logs warnings, serious, ... events. Logs informational, warnings, ... events. Logs all events, including unclassified ones.

The default is CTITRACE_ALL.

Service: PeripheralID

Number

Peripheral ID of the ACD used by the agent.

Service: SideAHost

String

Cisco CTI Server A name or address.

Service: SideBHost

String

Cisco CTI Server B name or address.

Service: SideAPort

Number

Service A port number.

Service: SideBPort

Number

Service B port number.

Service: ViewBmkCookie

String

Call variable used for transferring SiebelView bookmark. During a transfer or conference, a view bookmark is exchanged between members of the call. The allowed values are: CallVariable1, CallVariable2, ... CallVariable10. The default is CallVariable10. Note that if a call variable is being used for this purpose, it cannot be used for any other purpose.

Service: DataServerName

String

Cisco Data Store server name or address.

Service: AgentWorkMode

String

(AutoIn, ManualIn, or Unspecified)

AutoIn: Agent automatically becomes available after handling a call.

ManualIn: Agent must explicitly indicate availability after handling a call.

Unspecified: Use default behavior.

The default is Unspecified.

Service: BroadcastStatistics

String

(TRUE or FALSE)

See "Statistics Broadcast Service" for details.


Cisco Data Store: Installing & Configuring

The Cisco Data Store is used to store the Siebel application call context data during conferences, transfers, and internal calls. This section presents the information that is necessary to install and configure the Cisco Data Store.

Cisco Data Store Installation

The Cisco Data Store must be installed on a commonly accessible machine. The system must be accessible from the current domain. Since your client applications can currently access the CTI Server, you may want to consider installing the data store on the CTI Server machine.

To install, copy the contents of the CiscoDataStore folder (contained in the SiebelCTI folder) from the CD to the root directory of a CTI Server machine. Then run the Install.bat file that is contained in the folder.

Cisco Data Store Configuration

Once you have installed the Cisco Data Store, you must configure the security environment for this component.

To begin configuration:


Step 1 Click the Start button.

Step 2 Choose Run...

Step 3 Enter dcomcnfg.exe

Step 4 Click OK.


The configuration steps outlined below are designed to maintain a secure server environment and enables minimal user access rights to Cisco Data Store. You may alter this configuration to suit your specific security requirements. The Data Store can run on any NT 4.x system and has very minimal requirements.

Successfully configuring Cisco Data Store involves the following steps:


Step 1 Enable DCOM on the server.

Step 2 Allow users to access your server through DCOM.

Step 3 Allow everyone to access the Data Store.

Step 4 Restrict their rights when they do access the Data Store to maximize server security. You do this by specifying their identity on the server.

Step 5 Enter the name of the server where Cisco Data Store resides.


The following discussion describes these steps in more detail.

Step 1: Enable DCOM on server

Select the Default Properties tab and make sure the Enable Distributed COM on this computer checkbox is checked.


Step 2: Allow users to access server through DCOM


Step 1 Select the Default Security tab and then click Edit Default... in the Default Access Permissions group.

Step 2 Allow Access to Everyone in the domain. Then click OK.


Step 3: Allow everyone to access Data Store

Now that you have granted access for DCOM clients to the server, you need to specify the access and launching rights for the Cisco Data Store.


Step 1 Select the Applications tab. From the list, select CiscoSiebelDataStoreClass.

Step 2 Then click Properties... and configure the Access and Launching rights as follows:

Access Rights


Step 1 Select the Security tab.

Step 2 Select the radio button marked Use custom access permissions.

Step 3 Click the Edit... button in the associated area.

Step 4 Then Allow Access to Everyone in the domain.

Step 5 Click OK.


Launching Rights


Step 1 Select the radio button marked Use custom launch permissions.

Step 2 Click the Edit... button in the associated area.

Step 3 Then Allow Launch to Everyone in the domain.

Step 4 Click OK.


Step 4: Restrict user rights to Data Store

Now that access to the Data Store has been granted, you will want to restrict user rights. To do this, you must specify the identity of a single average user on the server.


Step 1 Select the Identity tab.

Step 2 Select the radio button marked This user.

Step 3 Enter the User (including both domain and username information) and Password. The username provided must not be the username of the domain administrator—otherwise all users will be given the same access rights as the administrator.


Step 5: Enter name of Data Store server


In the configuration of a call center (see step 9 in Table 2-2) be sure to enter the name of the server where the Cisco Data Store resides (see the parameter Service:DataServerName that is described in the "Configuration of Cisco CTI Driver for Siebel" section).


Installation Checklist

Having read the preceding sections, you may find the following checklist helpful.

Table 2-2 Installation Checklist for Integration 

 
Task
Reference

1.

Make sure Siebel Client 5.0.2 or above is installed on the host workstation.

Siebel Client Install Manual.

2.

Install Cisco CTI Driver for Siebel from the CD.

"Installation of Cisco CTI Driver for Siebel" section in the current manual.

3.

Install the Cisco Data Store

"Cisco Data Store Installation" section in the current manual.

4.

Configure the Cisco Data Store

"Cisco Data Store Configuration" section in the current manual.

5.

Verify the agent configuration file that uses the driver.

"Configuration of Cisco CTI Driver for Siebel" section in the current manual.

6.

Verify access to database server from workstation.

a. Open Control Panel.

b. Launch "ODBC Data Source".

c. Use notepad to open

<drive>:\siebel\bin\uagent.cfg

d. Search for [Server] and then look for ConnectString=data_source_name

e. Go back to "OBDC Data Source" and make sure that an entry for data_source_name exists in the "User Data Sources" list. If it does not exist, consult the Siebel Client Install Manual.

To test access for Microsoft SQL Server, see the "Testing Access for Microsoft SQL Server" section.

To test access for other database managers, refer to the ODBC driver documentation provided by the database vendor.

7.

Create a shortcut to Siebel Client executable on the workstation's desktop.

a. Create a shortcut and drop it on the workstation desktop.

b. Select the shortcut and right click.

c. Select the Properties menu.

d. Select the Shortcut tab.

e. In the target edit box, append next to the executable path name the following parameters separated by spaces:

/c "<drive>:\siebel\bin\uagent.cfg"

/d server /x

8.

Log into Siebel Enterprise Server as Administrator.

Execute the shortcut and enter User Name: SADMIN, Password: SADMIN. Pre-selected, the last field will display Server.

9.

Configure a Call Center, Users and Telesets in Siebel Server Database.

Section specifying CTI Configuration Settings in Siebel eBusiness Applications/Siebel CTI Guide (Siebel 2000 Manual).

10.

Configure driver parameters for the created Call Center by entering the parameters described in the reference.

Note Make sure you are provided with the correct values for Side A and B so the driver will connect properly to the Cisco CTI Server.

Table 2-1 in the "Configuration of Cisco CTI Driver for Siebel" section in the current manual.

Alternatively, rather than referring to Table 2-1 for default/recommended settings, you may refer to Cisco.INI, which can be found in (assuming that the default installation directory was used):

c:\Program Files\Cisco\CTI Desktop\Cisco.INI

11.

Configure Commands and Events in created Call Center.

The Cisco CTI Driver for Siebel Setup installed a sample definition file—CiscoENU.DEF—that can be imported into the database as described in the section on Importing and Exporting CTI Configuration Data in Siebel eBusiness Applications/Siebel CTI Guide (Siebel 2000 Manual). (CiscoENU.DEF is discussed in the current manual in the "Cisco CTI Driver Customization: CiscoENU.DEF" section.)

Note The provided definition file can be used to create the actual mappings your enterprise will follow.

12.

Test Installation

Obtain a configured Agent ID and Password. Log into the Siebel Client and log into the ACD. If successful, at the status bar you will see the state for the teleset you logged onto. If there is any problem, see "Troubleshooting and Testing"of the current manual.


Testing Access for Microsoft SQL Server

Item 6 in the Table 2-2 checklist involves testing access to the database server. The following is a step-by-step process for testing access to a Microsoft SQL Server.


Step 1 Select SQL Server as your User Data Source, then click Configure.

Step 2 Make sure the SQL Server name at the bottom (HOWARDH-NT in the screen shot) corresponds to the machine where the Siebel Server Database is installed. Click Next.

Step 3 Make sure that the radio button labeled With SQL Server authentication using a login ID and password entered by the user is selected. Then, click Client Configuration.

Step 4 Make sure the TCP/IP network library is selected. (Do not change the Computer Name or the Port Number.) Click OK.

Step 5 As Login ID enter: SADMIN. As Password enter: SADMIN. Then click Next.

Step 6 Make sure the default database is siebel. Click Next.

Step 7 Click Finish.

Step 8 Then click Test Data Source.

Step 9 If successful, click OK on each dialog until you close the ODBC Data Source.