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 | None | Not longe scope of this installer. |
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: In this dialog it is possible to choose which components to install. Select the components appropriate to the deployment and click Next to get to the next screen.
Step 3: If the ConnectMCAL checkbox was selected on the Choose Components screen, the Connect MCAL configuration steps appear at this point. Specify the settings of the Connect MCAL component and click Next to get to the next screen.
WebService Port: Local service port to listen for incoming connection from CTA.
Remote Console Port: Local port used to access the Connect MCAL's remote console.
Step 4: If the MediaManager checkbox was selected on the Choose Components screen, the MediaManager configuration steps appear at this point. This configuration dialog is used to configure the MediaManager connection interfaces which are used by MCIL clients (ConnectMCAL, RoutingAdapter and ChatConnector) and the CCE/CCH MR PG. Specify the appropriate settings and click Next to get to the next screen.
MRI ServicePort: Local service port of the MediaManager MRI interface used by the CCE/CCH MR PG
MCIL Service Port: Local service port of the MediaManager MCIL interface that is used by MCIL clients like MCAL and MCILChat
Remote Console Port: Local port used to access the MediaManager’s remote console.
Step 5: If the DataStore checkbox was selected on the Choose Components screen, the DataStore configuration steps appear at this point. Specify the settings of the DataStore component and click Next to get to the next screen.
Service Port: Local service port used by the DataStore to listen for incoming connections from CRMConnectorSAP instances.
Remote Console Port: Local port used to access the DataStore’s remote console
Step 6: 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.
HTTP Service URL: URL of the Siebel inbound Web service.
Remote Console Port: Local port used to access the Routing Adapter’s remote console
Step 7: Specify the settings for the Central Components log files storage and click Next to get to the next screen.
Step 8: Specify the settings for the ConnectMCAL, MediaManager,DataStore and RoutingAdapter services and click Next to get to the Summary screen. Please note that the ConnectMCAL, MediaManager, DataStore and RoutingAdapter Windows services will be installed to take no action in case of service failure.
Step 9: This screen displays a summary of the entered configuration applications.
Click Start to launch the installation of the Central Components. Click Next to install.
Step 10: b+s App SnapShot is Bucher + Suter’s embedded service tool which helps to quickly gather log files of Connects for Siebel components. Click Next to start the installation procedure and follow the instructions on the screen.
Step 11: b+s EventLogView is Bucher + Suter’s embedded service tool which helps to analyze log files of Connects for Siebel components. Click Next to start the installation procedure and follow the instructions on the screen.
Step 12: b+s Process Watcher is Bucher + Suter’s embedded service tool which helps to collect statistic data of Connects for Siebel components. Click Next to start the installation procedure and follow the instructions on the screen.
Step 13: The Central Components have been successfully installed on your computer. Click Finish to end the installation wizard.
Upgrade the Connects for Siebel - Central Components
When upgrading, the b+s Connects for Siebel - Central Components (i.e. ConnectMCAL, MediaManager, 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: Specify the settings for the ConnectMCAL, MediaManager,DataStore and RoutingAdapter services and click Next to get to the Summary screen. Please note that the ConnectMCAL, MediaManager, DataStore and RoutingAdapter Windows services will be installed to take no action in case of service failure.
Step 3: This screen displays a summary of the entered configuration applications.
Click Start to launch the update of the Central Components. Click Start to install.
Step 4: The Central Components have been successfully installed on your computer. Click Finish to end the installation wizard.
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.