RoutingAdapter
The Siebel RoutingAdapter accepts route requests (NewTask-messages) from Siebel on a SOAP Web service interface and forwards them to ConnectMCAL. Once the Siebel RoutingAdapter receives the request, it is responsible for sending it to ConnectMCAL, re-sending it in case of a restart or disconnecting it while the task is still queued. In addition, the Siebel RoutingAdapter resends the request if an agent rejects, reroutes or does not accept the task (reroute on no answer).
The configuration of Siebel RoutingAdapter is stored in an initialization file. The installation program creates this file with the settings entered during setup. The configuration of this component can be adjusted by editing this initialization file or by using a command-line interface connection. In both cases the service must be restarted for the changes to take effect. If a configuration setting is not found in the initialization file, the program's default value is used.
The service must be restarted for the changes to take effect.
Unless explicitly specified by a command line argument, the path to the .ini file is the name of the executable file with the .exe-extension replaced by "ini" and the instance name used as suffix.
[core]-Section
| Name | Description |
|---|---|
| HttpServerPort | Port for HTTP-Server offering status info. Default: 9085 |
| TelnetServerPort | Port for command-line interface (aka remote console) using telnet. Default: 9015 |
| AutoStartHttpServer | Automatically starts the HTTP interface. Default: 1 |
| AutoStartTelnetServer | Automatically starts the Telnet interface. Default: 1 |
| LogFile | Path to log file. Default: C:\ProgramData\BucherSuter\logfiles\MCAforSiebelCC\RoutingAdapterSiebel_Siebel.log |
| LogMask1 | Trace level of log files. The possible values are the same as described in settings of the Communication Toolbar Adapter. Default: 0x80000003 |
| CollectedLogMask1 | Mask defining which collected log messages are written to log The possible values are the same as described in settings of the Communication Toolbar Adapter. Default: 0x00000003 |
| MaxLogFileSize | Specifies the maximum size of a log file. Default: 100000KB |
| MaxLogFileRollBackups | Specifies the number of roll files that are used by the file logger. Default: 10 |
| EnabledSecurityProtocols | Enables application security protocols. Valid values: Tls, Tls11, Tls12 Default: Tls12 |
[Gate_siebel]-Section
| Name | Description |
|---|---|
| SiebelWebservice | URL where the Siebel Web service for requesting/updating Tasks is reachable. Default: http://<siebelwebserver>/eai_enu/start.swe?. For secured communication use an appropriate URL like: https://\<siebelwebserver>/eai_anon_enu/start.swe?SWEExtSource=SecureWebService&SWEExtCmd=Execute The Hostname in the URL (\<siebelwebserver>) must match with the Common Name (CN) property of the server certificate and is generally full qualified (FQHN). |
| LocalWebservice | URL where the Siebel outbound Web service can reach the Siebel RoutingAdapter Web service Default: <http://localhost:10900/RoutingAdapterService>. For secured communication use https:// as scheme in the URL and instead of "localhost" use the full qualified hostname (FQHN) of the host where Siebel RoutingAdapter is installed. Furthermore, make sure that the used FQHN matches with the Common Name (CN) property of the installed server certificate. |
| SSLServerCertificateThumbprint | Thumbprint (#) of certificate for "LocalWebservice" in case of secured communication (HTTPS). Format: xx xx xx xx xx xx xx … (ex. ab 4f e7 ...) |
| SiebelInboundWsUsername | Username for "SiebelWebservice" access |
| SiebelInboundWsPassword | Password for "SiebelWebservice" access |
| SiebelSendTryCount | Count of retries to close connection. Default: 1 |
| SuppressTaskStatusUpdates | List of update codes (see Connects for Siebel RoutingAdapter Web Service Interface Specification [11]) separated by semicolon. Task updates for these codes via 'UpdateTaskById' are suppressed. Default: <empty> |
[Gate_mcal]-Section
| Name | Description |
|---|---|
| MCALHostSideA | Hostname or IP-Address of ConnectMCAL Side A. Default: centraltoolserver-a |
| MCALHostSideB | Hostname or IP-Address of ConnectMCAL Side B. Default: centraltoolserver-b |
| MCALPortSideA | Port number of ConnectMCAL service on Side A. Default: 8015 |
| MCALPortSideB | Port number of ConnectMCAL service on Side B. Default: 8015 |
| MCALWebserviceNameSideA | Web service name of ConnectMCAL service on Side A. Default: mcal |
| MCALWebserviceNameSideB | Web service name of ConnectMCAL service on Side B. Default: mcal |
| MCALSessionTimeoutSec | The session renewal time in seconds as configured in MCAL. Default: 10 |
| MCALSecuredConnectionSideA | Boolean. If the connection to ConnectMCAL host on Side A should be secured. Default: FALSE |
| MCALSecuredConnectionSideB | Boolean. If the connection to ConnectMCAL host on Side B should be secured. Default: FALSE |
| MCALUsername | The username that is used to connect to ConnectMCAL. Default: mcal |
| MCALPassword | The password that is used to connect to ConnectMCAL Default: mcal |
| MCALRoutingApplicationID | Unique Application ID used for MCAL connection. Default: 55 |
| MCALRequestTimeoutSec | The request timeout in seconds. Default: 10 |
| MCALOverflowTimeoutSec | Defines the reroute timeout in seconds after an overflow. Default: 600 |
| RouteMessageSendRate | Indicates how many route messages are sent to the MediaManager per second. To disable set to -1 Default: 5 |
| DefaultScriptSelectorMail | The CCE/CCH script selector used for emails that is used if no scriptselector-field exists in the received route request. Default: <empty> |
Siebel RoutingAdapter and CCE/CCH Labels
The Siebel RoutingAdapter is able to handle labels received from CCE/CCH routing script.
| Label | Description |
|---|---|
| Overflow | Task will be rerouted after n seconds (configurable with parameter 'MCALOverflowTimeoutSec'). |
| Overflow_\<WaitTimeMin> | Task will be rerouted after \<WaitTimeMin>-minutes (e.g. OVERFLOW_90 initiates reroute after 90 minutes). |
| Error | Routing for the task is ended. |
| Timeout | Task is rerouted immediately. |
Secured Communication
Siebel RoutingAdapter to Siebel Inbound Web Service
For a secured communication between the Siebel RoutingAdapter (RA) and the web server used by Siebel (e.g. Microsoft Internet Information Services), the latter needs a valid certificate and an HTTPS binding for the involved TCP port. For a detailed description of how to create and install such a certificate, please consult the documentation of your operating system respectively your web server vendor.
Use the 'SiebelInboundWsUsername' and 'SiebelInboundPassword' settings in the Siebel RoutingAdapter's initialization file to provide the credentials for the secure Siebel inbound web service access.
| Setting | Description |
|---|---|
| Section [Gate_siebel] | |
| SiebelWebservice | URL where the Siebel Web service for requesting/updating Tasks is reachable. Default: http://<siebelwebserver>/eai_enu/start.swe?... For secured communication use an appropriate URL like: https://\<siebelwebserver>/eai_anon_enu/start.swe?SWEExtSource=SecureWebService&SWEExtCmd=Execute The Hostname in the URL (\<siebelwebserver>) must match with the Common Name (CN) property of the server certificate and is generally full qualified (FQHN). |
| SiebelInboundWsUsername | Username for 'SiebelWebservice' access |
| SiebelInboundWsPassword | Password for 'SiebelWebservice' access |
Please note that the hostname in the URL that is used for the secured communication MUST be identical with the Common Name (CN) tag of the involved certificate!
Example
Common Name in the certificate: siebelserver.lab.lan
WebserviceUrl=https://siebelserver.lab.lan/eai_anon_enu/start.swe?SWEExtSource=SecureWebService&SWEExtCmd=Execute
Siebel Outbound Web Service to Siebel RoutingAdapter
For a secured communication between the Siebel Web Server/Service and the Siebel RoutingAdapter, the latter needs a valid certificate. For a detailed description of how to create and install such a certificate on the host where the Siebel RoutingAdapter is deployed, please consult the documentation of your operating system vendor.
Use the 'SSLServerCertificateThumbprint' setting in the Siebel RoutingAdapter's initialization file to specify the thumbprint of the installed certificate and make sure that the URL specified in the 'LocalWebservice' uses https:// as scheme.
| Setting | Description |
|---|---|
| Section [Gate_siebel] | |
| LocalWebservice | URL where the Siebel outbound Web service can reach the Siebel RoutingAdapter Web service Default: http://localhost:10900/RoutingAdapterService. For secured communication use https:// as scheme in the URL and instead of "localhost" use the full qualified hostname (FQHN) of the host where Siebel RoutingAdapter is installed. Furthermore, make sure that the used FQHN matches with the Common Name (CN) property of the installed server certificate. |
| SSLServerCertificateThumbprint | Thumbprint (#) of certificate for "LocalWebservice" in case of secured communication (HTTPS). Format: xx xx xx xx xx xx xx … (ex. ab 4f e7 ...) |
Please note that the hostname in the URL that is used for the secure communication MUST be identical with the Common Name (CN) tag of the involved certificate!
Example
Common Name in the certificate: routingadapter.lab.lan
LocalWebservice=https://routingadapter.lab.lan:10900/RoutingAdapterService
- The bitwise coded trace mask enables granular logging if needed↩