New Installation
Installing Central Components
The Connects for Siebel Central Components installer contains the following components:
| Component | Installation | Description |
|---|---|---|
| ConnectMCAL | Mandatory | ConnectMCAL (Multi Channel Application Link) is a TCP binding interface used to connect to Cisco CCE/CCH for using CTI functionality of the voice channel and to MediaManager for media channels. ConnectMCAL is together with the Communication Toolbar Adapter a central component of the Connects for Siebel and its installation is mandatory for every deployment. |
| DataStore | Mandatory | For transferring the current Siebel view of an agent to another agent a large block of data (up to 16KB) represented by a Siebel Bookmark needs to be transferred with the call. Because in CCE/CCH the size of call context data is limited and cannot transport this data, the data is saved to the DataStore and a unique ID referencing this data is stored in CCE call context. In this way the Siebel Bookmark can be transferred from one Communication Toolbar Adapter to another, while the Communication Toolbar Adapter is running on the same or another Siebel Communication Server |
| MediaManager | Optional: required for all non voice routing deployments | The MediaManager is a software component that allows ConnectMCAL to connect to the CCE/CCH media routing interfaces ARM and MRI. Its installation is only required for media routing (email, chat etc.) deployments. |
| Siebel RoutingAdapter | Optional: for email routing deployments | The Siebel RoutingAdapter is a standalone service that offers a Web service interface to be called by Siebel for routing an ERMS mail. Furthermore, the Siebel RoutingAdapter itself calls a Web service in Siebel to update the routing state of emails. Using the Siebel RoutingAdapter requires a special Siebel Web service. The installation of this Siebel Web service requires customization and recompilation of Siebel using "Siebel Tools". The requires steps are discussed in chapter Configuring Siebel |
| ChatConnector | Optional: for chat routing deployments | The ChatConnector is a software component which connects the MediaManager component to a chat server using the eXtensible Messaging and Presence Protocol (XMPP). Its installation is only required for chat routing deployments. |
New Installation of Connects for Siebel - Central Components
Runtime Environment
As described in chapter Installation Prerequisites the Central Components require Microsoft .NET Framework and the Microsoft Visual C++ Redistributable Package. The exact Microsoft .NET Framework and Microsoft Visual C++ Redistributable Package version is documented in the corresponding Connects for Siebel Release Notes. The Central Components installer checks if the required runtime environment is available. If it cannot be found on the target host an appropriate dialog is displayed and the installer ends after confirming the dialog.
Installation Procedure
Step 1:
Click Next to get to the next screen.
Step 2:
Specify the redundancy settings. When using this option, the remote side is already entered in the relevant places in the configuration. Then click next to continue.
Step 3
If the ConnectMCAL or MediaManager checkbox was selected on the Choose Components screen, the CTI Settings configuration steps appear at this point. Specify the settings of the CCE CTI Server and click Next to get to the next screen.
- Peripheral ID: The peripheral ID identifies the CCE Agent PG. (e.g. CUCM PG not MediaRouting PG!)
- CTI Server A: The hostname or IP address of CTI server side A
- CTI Server B: The hostname or IP address of CTI server side B
- Port of CTI Server side A: The port you want to connect to the CTI server side A
- Port of CTI Server side B: The port you want to connect to the CTI server side B
Step 4
If the MediaManager checkbox was selected on the Choose Components screen, the MediaRouting configuration steps appear at this point. Specify the settings and click Next to get to the next screen.
Application Path ID: The ID of the application path configured in CCE to connect with the MediaManager component (CCE AWDB, view "Application_Path").
Step 5
If the SiebelRoutingAdapter checkbox was selected on the Choose Components screen, the SiebelRoutingAdapter configuration steps appear at this point. Specify the settings and click Next to get to the next screen.
- Siebel Inbound Webservice URL: URL of the Siebel inbound Web service.
- UCCE ScriptSelector: Name (dialed number string) of the default script selector used for media routing.
Step 6
Specify the settings for the Central Components' Windows services and click Next to get to the Summary screen.
Please note that the MediaManager, DataStore and ChatConnector Windows services will be installed to take no action in case of a service failure. The Recovery settings of the Windows services will therefore be set to "Take No Action" for all three available options (First failure, Second failure, Subsequent failure). It is up to the system administrator to adjust the settings as desired.
Step 7
This screen displays a summary of the entered configuration parameters.
Click Start to launch the installation of the Central Components.
Step 8
If the installer cannot write the registry keys required for a mini dump,
the corresponding registry keys can also be written manually using the file provided.
Step 9
The Central Components have been successfully installed on your computer. Click Finish to end the installation wizard.
Afterward, b+s App SnapShot is automatically installed.
b+s App SnapShot is Bucher + Suter's embedded service tool that helps to gather log files of Connects for Siebel Central Components.
Upgrade the Connects for Siebel - Central Components
When upgrading, the b+s Connects for Siebel - Central Components (i.e. ConnectMCAL, MediaManager, ChatConnector, DataStore and Siebel RoutingAdapter) must be upgraded before the Communication Toolbar Adapter!
The ChatConnector Windows service must be stopped prior to the installation process of the Connects for Siebel Central Components.
Runtime Environment
As described in chapter Installation Prerequisites the Central Components require the Microsoft .NET Framework and the Microsoft Visual C++ Redistributable Package. The exact Microsoft .NET Framework and Microsoft Visual C++ Redistributable Package version is documented in the corresponding Connects for Siebel Release Notes. The Central Components installer checks if the required runtime environment is available. If it cannot be found on the target host an appropriate dialog is displayed and the installer ends after confirming the dialog.
Upgrade Procedure without adding a new Component
Step 1:
Click Next to get to the next screen.
Step 2:
This screen displays a summary of the most important configuration parameters. Click Start to launch the upgrade process of the Central Components.
Step 3:
If the installer cannot write the registry keys required for a mini dump,
the corresponding registry keys can also be written manually using the file provided.
Step 4:
The Central Components have been successfully upgraded on your computer. Click Finish to end the installation wizard.
Installing Multiple ConnectMCAL Instances
Depending on the overall contact center deployment, it might be required to install multiple ConnectMCAL-instances on the same host system. This section describes the manual installation process for such a ConnectMCAL multi-instance deployment.
Manually installed ConnectMCAL Windows Services must be uninstalled manually before uninstalling ConnectMCAL respectively stopped before upgrading or downgrading ConnectMCAL!
Step 1: Make a copy of the default ConnectMCAL ini-file
Navigate to the directory where the default ini-file of ConnectMCAL is located in...
C:\Program Files\BucherSuter\MCAforSiebelCC\ConnectMCAL\
...and make a copy of it.
Step 2: Rename the copied ini-file
Rename the instance-part of the copied ini-file (i.e. all characters after the underscore) and give it a name of your choice (e.g. Switzerland).
Step 3: Change settings of the new ConnectMCAL-instance
Open the copied and renamed ini-file and perform the desired configuration changes.
Step 4: Make a copy of the existing ConnectMCAL batch files
Navigate to the installation of ConnectMCAL...
C:\Program Files (x86)\BucherSuter\MCAforSiebelCC\ConnectMCAL\
...and make a copy of the existing batch files.
Step 5: Rename copied batch files
Rename the instance-part of the copied files (i.e. all characters after the underscore) and give it the name of your new instance (e.g. Switzerland).
Step 6: Configure renamed batch files
Open the renamed batch files of the new instance and configure them for the new instance name by replacing all 'Siebel' entries with your new desired instance name (e.g. 'Switzerland').
Example InstallService_Switzerland.bat
sc create "BucherSuter ConnectMCAL (Switzerland)" binPath= "\"C:\Program Files
(x86)\BucherSuter\MCAforSiebelCC\ConnectMCAL\ConnectMCAL.exe\" svc -n
\"ConnectMCAL\" -x \"Switzerland\" -c
\"C:\ProgramData\BucherSuter\MCAforSiebelCC\ConnectMCAL\ConnectMCAL_Switzerland.ini\""
start= auto
Example StartAsConsole_Switzerland.bat
"C:\Program Files (x86)\BucherSuter\MCAforSiebelCC\ConnectMCAL\ConnectMCAL.exe"
cons -c C:\ProgramData\BucherSuter\MCAforSiebelCC\ConnectMCAL\ConnectMCAL_Switzerland.ini"
-x "Switzerland"
Example UninstallService_Switzerland.bat
sc delete "BucherSuter ConnectMCAL (Switzerland)"
Step 7: Execute InstallService batch file of new instance
Execute the configured batch file 'InstallService_<instancename>.bat of the
newly created instance to install a corresponding Windows Service
Installing Communication Toolbar Adapter
The Communication Toolbar Adapter installer contains only one component and must be installed on the Siebel Communication Server(s).
| Component | Description |
|---|---|
| Communication Toolbar Adapter | The Communication Toolbar Adapter is a Dynamic-link library (DLL) implementing the Adaptive Communication API Interface of Siebel. The Communication Toolbar Adapter DLL is loaded and started by the Siebel Communication Session Manager. |
There is no local configuration for the Communication Toolbar Adapter. All the configuration is saved in the Siebel database but can be imported from a so-called Siebel Definition File (*.def-file). The Communication Toolbar Adapter installer copies a sample Siebel Definition File into the program directory. This sample Siebel Definition File can be edited and imported into Siebel.
New Installation of Connects for Siebel - Communication Toolbar Adapter
Runtime Environment
As described in chapter Installation Prerequisites the Communication Toolbar Adapter requires the Microsoft .NET Framework and the Microsoft Visual C++ Redistributable Package. The exact Microsoft .NET Framework and Microsoft Visual C++ Redistributable Package version is documented in the corresponding Connects for Siebel Release Notes. The Communication Toolbar Adapter installer checks if the required runtime environment is available. If it cannot be found on the target host an appropriate dialog is displayed and the installer ends after confirming the dialog.
Installation Procedure
Step 1:
Click Next to get to the next screen.
Step 2:
The provided Product Activation Key needs to be inserted in this mask. If the Product Activation Key is not available contact Bucher + Suter Support. Click next to continue.
Step 3:
This screen displays a summary of entered configuration parameters. Click Start to launch the installation of the Communication Toolbar Adapter.
Step 4:
The Communication Toolbar Adapter has been successfully installed on your computer. Click Finish to end the installation wizard.
Afterward b+s App SnapShot is automatically installed.
b+s App SnapShot is Bucher + Suter's embedded service tool that helps to gather log files of Connects for Siebel Communication Toolbar Adapter
Upgrade to Connects for Siebel - Communication Toolbar Adapter
When upgrading to b+s Connects for Siebel - Central Components must be upgraded before the Communication Toolbar Adapter!
Runtime Environment
As described in chapter Installation Prerequisites the Communication Toolbar Adapter requires the Microsoft .NET Framework and the Microsoft Visual C++ Redistributable Package. The exact Microsoft .NET Framework and Microsoft Visual C++ Redistributable Package version is documented in the corresponding Connects for Siebel Release Notes. The Communication Toolbar Adapter installer checks if the required runtime environment is available. If it cannot be found on the target host an appropriate dialog is displayed and the installer ends after confirming the dialog.
Installation Procedure
Step 1:
Click Next to get to the next screen.
Step 2:
Click Next to get to the next screen.
This screen displays a summary of the steps to be performed. Click Start to launch the upgrade procedure of the Communication Toolbar Adapter.
Step 3:
As the Communication Toolbar Adapter installer overwrites certain files that are used by the Siebel Server, it is required to stop the Siebel Server before the upgrade procedure is started.
Step 4:
When the upgrade procedure has been completed, the Siebel Server can be started again.
Step 5:
The Communication Toolbar Adapter has been successfully upgraded. Click Finish to end the installation wizard.
Update Configuration
The Communication Toolbar Adapter installer copies a sample Siebel Definition File into the Communication Toolbar Adapter installation directory. Please refer to the Connects for Siebel Release Notes where all changes that have been made to the sample Siebel Definition File are described.
Installing ChatConnector
ChatConnector is no longer part of the Siebel Central Components and must be manually installed by Bucher-Suter.