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Connects for Siebel 2.3.0Release Notes

Revision: 1.0Classification: PUBLICAuthor(s): Sascha Egger, David Materna, Matthias Bauer, Beat

Bögli, Adrian Ihle, Sven BänningerDate: 2019-12-19Filename: ConnectsForSiebel_ReleaseNotes_2-3-0_Rev1-0.pdf

Bucher + Suter AG | Arastrasse 6 · CH-3048 Worblaufen · [email protected] · www.bucher-suter.com

Document information:

OverviewFilename: ConnectsForSiebel_ReleaseNotes_2-3-0_Rev1-0.pdf

Version: 2.3.0 Date: 2019-12-19

Classification: PUBLIC State: Release

Author: Sascha Egger, David Materna, Matthias Bauer, Beat Bögli, Adrian Ihle, Sven Bänninger

Distribution list: Intranet

History:

Version Revision Date Author Comment2.3.0 1 2019-12-19 Team MCA Initial version for 2.3.0 release.

2.2.0 2 2019-01-08 Team MCA Product renaming according to new b+s naming convention.

2.2.0 1 2018-08-24 Team MCA Initial version for 2.2.0 release.

Subject to change without notice. This document may only be reproduced and processed in its entirety or in parts with explicit permission.

Release Notes Connects for Siebel 2.3.0 Document Classification: PUBLIC

of 30© Bucher + Suter AG 2019-12-19

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Table of Contents1 Introduction 1.1 Product name change

1.2 Audience

1.3 Terms and Definitions

1.4 Related documentation

1.5 Notation

2 What's New3 Supported Features4 Unsupported Features & Limitations5 Compatibility 5.1 Operating System Software

5.1.1 b+s Connects for Siebel Communication Toolbar Adapter Host System

5.1.2 b+s Connects for Siebel Central Components Host System

5.2 Cisco Contact Center Software

5.3 Oracle Siebel Software

5.3.1 Supported Web Browsers

5.4 Cisco IP Phones

5.5 3rd Party Software

6 Host System Performance Requirements7 Migration Paths and Upgrades8 Lifecycle Announcement9 Installation Information10 Component Versioning 10.1 Communication Toolbar Adapter

10.2 ConnectMCAL

10.3 DataStore

10.4 MediaManager

10.5 Siebel RoutingAdapter

10.6 ChatConnector

11 New and Changed Configuration Parameters 11.1 New Configuration Parameters

11.2 Changed Configuration Parameters

12 Siebel Default Definition File (DEF-file) Changes 12.1 Changes in this release 2.3.0

12.1.1 Commands

12.2 Changes in former release 2.2.0

12.2.1 Commands

12.2.2 Events


12.3.1 Commands

12.3.2 Events




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12.4.1 Driver Parameters

12.4.2 Commands

12.4.3 Events

12.5 Changes in former release 2.0.1 (Service Release)

12.5.1 Profile Parameters

12.5.2 Commands

12.5.3 Events

13 Important Notes 13.1 Single Channel Login finally removed

13.2 Oracle "Poodle" Vulnerability

13.3 Connection to CCE/CCH AWDB

13.3.1 Configuration without a connection to the CCE/CCH AWDB

13.4 Route Message Send Rate

13.5 /LOAD Configuration Parameter

13.6 Multiple Lines on Agent Phones

13.7 PCCE Deployments

13.8 Open Source Software

14 New Features, Improvements and Bug Fixes 14.1 New Features and Improvements

14.2 Bug Fixes

15 Appendix 15.1 Acronyms



1 Introduction 1.1 Product name change

IMPORTANT NOTE: In an effort to simply the naming convention for our connector products, Bucher + Suter haschanged the name of b+s MCA for Siebel to b+s Connects for Siebel.

This naming change is independent of any changes to product features or functionality.

1.2 Audience

This document is geared toward people who intend to deploy b+s Connects for Siebel. It is assumed that thereader of this document is already familiar with basic contact center terms, contact center operations andmanagement, Cisco customer contact solutions and the Oracle Siebel CRM.

1.3 Terms and Definitions

Subject DescriptionCustomer The customer consumes a service of the contact center

Agent An agent handles requests from customers

1.4 Related documentation

Document Description AuthorConnectsForSiebel_DeploymentGuide_2-3-0_RevN Information about deployment models, host system

requirements, bandwidth and latency requirementsetc. for the b+s Connects for Siebel 2-3-0

b+s

ConnectsForSiebel_InstallationConfigurationGuide_2-3-0_RevN b+s Connects for Siebel 2-3-0 installation andconfiguration information

b+s

ConnectsForSiebel_Memo_PCCE_2-3-0_RevN Information about the usage of b+s Connects forSiebel 2-3-0 with PCCE

b+s

ConnectsForSiebel_OpenSourceDocument_2-3-0_RevN Document that lists licenses and notices of opensource software used in b+s Connects for Siebel 2-3-0

b+s

ChatConnector_ConfigurationGuide_2-3-0_RevN b+s ChatConnector 2-3-0 Configuration Guide b+s

https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-device-support-tables-list.html

Compatibility Matrix for Unified CCE Cisco

https://tools.cisco.com/bugsearch/bug/CSCtw78615 Cisco Defect CSCtw78615 Cisco

https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-implementation-design-guides-list.html

Solution Design Guide for Cisco Unified ContactCenter Enterprise

Cisco

http://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-release-notes-list.html

Cisco Unified Contact Center Enterprise Release Notes Cisco

http://www.oracle.com/technetwork/topics/security/poodlecve-2014-3566-2339408.html

SSL V3.0 "Poodle" Vulnerability - CVE-2014-3566 Oracle

https://support.oracle.com/epmos/faces/DocumentDisplay?id=1944467.1

Oracle Support Document 1944467.1 (Mitigating thePOODLE vulnerability in SSL in Siebel CRMApplications)

Oracle



https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html

https://tools.cisco.com/bugsearch/bug/CSCtw78615

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-release-notes-list.html

http://www.oracle.com/technetwork/topics/security/poodlecve-2014-3566-2339408.html

https://support.oracle.com/epmos/faces/DocumentDisplay?id=1944467.1

1.5 Notation

The following notation rules are used in descriptions of definitions and entries:

Notation DescriptionConsolas Configuration fields, values and code samples.

Italic Document and chapter references.

Bold Important notes and hints.



2 What's NewChange not ready reason codeDial from ready stateMCAL status pageSiebel Innovation Package 19 supportCisco CCE / CCH 12.0 supportWindows Server 2016 supportWindows Server 2019 supportCommunication Toolbar Adapter logs into Windows Event Log



3 Supported FeaturesThis section lists all features that are supported in Connects for Siebel b+s Connects for Siebel 2.3.0:

Voice channelAgent capabilities

Accept / hold / retrieve / hang up a voice callAgent not ready with reasonAgent change not ready reason codeCall wrap-up with reasonRequest wrap-up with reasonAgent logout with reasonManual outgoing callsDial from ready stateBlind transfers (aka single step transfers)Consult call transfers (aka warm transfers)Consult conference callsSiebel CRM screen transfer for call transfers and call conferences using Siebel bookmarksRequest callback on outbound campaign callClassify contact on outbound campaign callMultiple Lines on agent phones (restrictions apply, refer to chapter Multiple Lines on AgentPhones)Click to call in Siebel CRM client mode Open UI

Backend capabilitiesRoute inbound calls in CCE/CCH script to an available agentCall information from CCE/CCH is available in events to the Siebel AdaptiveCommunications API interface. The Siebel CRM can use any data parameter for screen popincluding, but not limited to, ANI, DNIS and CCE/CCH call variables and ECC variablesECC Arrays can be used to transport call data from CCE/CCH to ConnectMCAL whichtranslates them into a list of ECC key-value-pairs and forwards this list to theCommunication Toolbar AdapterPresent automated outbound calls, executed by the Cisco Outbound Option Dialer, toagents on Siebel CRM (preview, direct-preview, predictive/progressive dialing mode)

MiscellaneousCisco CTI OS Supervisor Desktop (considered as a deprecated feature by Cisco SystemsInc. as of CCE release 11.0, see Cisco Unified Contact Center Enterprise Release Notes) orCisco Finesse Supervisor Desktop can be used to superviseCUCM-based silent monitoring (restrictions apply, see chapter Unsupported Features &Limitations)

Email channelAgent capabilities

Accept / pause / resume / end an email taskAgent not ready with reasonAgent logout with reasonRelease/reject an offered email taskReroute an email task back to the same queue, to another queue or to a specific agent

Backend capabilitiesRoute Siebel CRM ERMS emails in CCE/CCH script to an available agentQueue Siebel CRM ERMS emails in CCE/CCH script until an agent becomes availableTask information from CCE/CCH is available in events to the Siebel AdaptiveCommunications API interface. The Siebel CRM can use any data parameter for screen popincluding, but not limited to, Sender, Subject and CCE/CCH call variables and ECC variablesInterruptibility for the email channel (i.e. the CCE/CCH Media Routing Domain used foremail routing is set to be interruptible) is supported

Chat channelAgent capabilities

Accept / pause / resume / end a chat task



Agent not ready with reasonChat task wrap-up with reasonAgent logout with reasonSend and receive text messages during chat sessionChat transcript stored in Siebel ActivityRelease/reject an offered chat taskReroute a chat task back to the same queue, to another queue or to a specific agentSiebel CRM screen transfer for chat transfers (agent to agent or agent to queue) usingSiebel bookmarksChat state composing / Siebel Chat FeedbackMessage response templates (Siebel Frequently Used Text)Multiple parallel chats (max. 6)

Backend capabilitiesAutomated chat prompts configurable in CCE/CCH routing scriptRoute chats in CCE/CCH routing script to an available agentQueue chats in CCE/CCH routing script until an agent becomes availableChat information transported from the customer (via chat server and ChatConnector) toCCE/CCH is available in events to the Siebel Adaptive Communications API interface. TheSiebel CRM can use any data parameter for screen pop including, but not limited toSender, Subject and CCE/CCH call variables and ECC variablesVarPool or self-defined variables for transporting customer data to CCE/CCH respectivelyto Siebel CRM (refer to the b+s ChatConnector 2.3.0 Configuration Guide [10])

GeneralAgent login by specifying phone extensionAgent login with configured phone extension in Siebel telesetCCE/CCH integrated reporting on voice, email and chat channelCisco Unified Mobile Agent supportMultiple CCE/CCH Agent PGs deployment for voice deployments onlySiebel CRM client in Open UI (OUI) and in High Interactivity (HI) mode (restrictions apply, seechapter Oracle Siebel Software and chapter Unsupported Features & Limitations)Secure communication with Siebel CRM

Secured communication between Siebel Inbound/Outbound Web Service and SiebelRoutingAdapter



4 Unsupported Features & LimitationsThe following section lists all unsupported features and limitations of the b+s Connects for Siebel 2.3.0 :

Voice channelSingle channel login is not supported for voice (refer to the chapter Single Channel Login for moreinformation)CCE/CCH call variables set in ConsultationCallRequest are replaced with call variables of held calland are not visible for a second agent after the transfer is completed.Be aware that even though the formerly missing wrap-up event for the transferring agent is nowfired after a completed call transfer or conference, it is still not possible to provoke that entereddata (e.g. wrap-up reasons) is saved into the CCE/CCH database. This is a known limitation ofCCE/CCH and comes by the fact that for a completed call transfer or conference the call is not onlycleared but completely ended. See Cisco Bug CSCtw78615 for further information.If an agent executes a blind or consult transfer to another agent by using the Cisco IP Phone thescreen content of the first agent is not transferred to the other agent. This is a known limitationby Siebel CRM. All call transfers must be executed with the Siebel CRM Web Client to ensure thatscreen content is transferred along with the call.Because there is no predefined dial-pad on the Siebel CRM Web Client, DTMF strings can only besent via the dropdown menu (Tools -> Communications-> Send DTMF).If a failover (CTI Server, Agent PG etc.) occurs during a conference call, the recovered call is nolonger identifiable as a conference call but is displayed as a "normal" call. The call on the phoneremains in conference state. However, if in the recovered conference scenario of agent1 toagent2 to customer an agent drops the conference call, the call disappears from the Siebel WebClient for both agents (on the phone the call is not disconnected). The agent who dropped thecall can rejoin the call by using his phone.CUCM-based silent monitoring

Siebel Adaptive Communication API does not receive any notification that the call is beingmonitored.Siebel Adaptive Communication API does not see call events related to the silent monitorcall.

ECC Arrays are not available as such in events and commands on the Siebel AdaptiveCommunications API interfaceDropping participants from a conference call by using the Siebel Communications Toolbar is notsupported.Work item description will not be updated after single step transferring a conference callIf a failover (ConnectMCAL) occurs, the ANI of an existing customer call is empty and the agentstate is set to Not Ready after the call.When a call is transferred via routepoint and network IVR to another agent, the ANI and workitemdescription displayed on 2nd agents desktop may be incorrect.If an agent executes a blind transfer the displayed text on transferred agent might not be accurate

Email channelSingle channel login is not supported for email (refer to the chapter Single Channel Login formore information)Wrap-up for email tasks is not supportedIf an agent wants to be not ready after handling an email he must change his state to not readywhile working on the emailAuto Answer set in CCE/CCH Agent Desk Settings does not work for the email channelSiebel CRM screen transfer for email reroutes using Siebel bookmarks is not supportedReroute on no answer (RONA): If an agent does not accept an offered email task the email isautomatically rerouted back to the same CCE/CCH Dialed Number / Script Selector where theinitial routing happenedUpon the agent's acceptance of an email the field MCA_RoutingStatus in the Siebel database iscorrectly changed to 02. However, this does not cause the status of the Siebel activity to beupdated automatically.CCE/CCH ECC Arrays are not supported for the email channelAn agent can handle one email task simultaneously. I.e. multi-email is not supported



Chat channelSingle channel login is not supported for chat (refer to the chapter Single Channel Login for moreinformation)When transferring a chat from one agent to another agent / to a queue or forward a chat, thetransferring agent is not placed into wrap-upRequesting wrap-up during the chat session is not supportedIf an agent wants to be not ready after handling a chat respectively after ending wrap-up he mustchange his state to not ready during the chat session.When an agent changes his state to Not Ready while handling a chat or being in wrap-up the stateWork Not Ready will not be signaled to CCE/CCH.Reroute on no answer (RONA): If an agent does not accept an offered chat task, the chat task isautomatically rerouted back to the same CCE/CCH Dialed Number / Script Selector where theinitial routing happenedTIMEOUT-Label: Rerouting of the chat after 10 seconds (hardcoded in ChatConnector, notconfigurable in b+s Connects for Siebel) to the same Dialed Number / Script Selector as before.OVERFLOW-Label: The chat is terminated by the ChatConnector and the message "The chatsession is closed by overflow." is sent to the customer.Auto Answer set in CCE/CCH Agent Desk Settings does not work for the chat channelCCE/CCH ECC Arrays are not supported for the chat channelUsing the Siebel CRM client in High Interactivity (HI) mode is not supported for the chat channelChat transfer from agent1 to agent2 is only supported, if agent2 is logged in. Otherwise agent1 isnot able to transfer the chat again or to pause it without having any destructive impact to currentchat.

Generalb+s Connects for Siebel 2.3.0 components do not support IPv6Email and chat routing (and re-routing) in environments with multiple CCE/CCH Agent PGs islimited to the agents connected to the local CCE/CCH Agent PG.Secured communication between the Communication Toolbar Adapter and the DataStorePlease note that as of Oracle Siebel CRM Innovation Pack 2015 only the message base severity issupported (i.e. severities in column Type) for the broadcast messages.While using Outbound Option, handling media tasks (email and chat) is not supported



5 Compatibility 5.1 Operating System Software

5.1.1 b+s Connects for Siebel Communication Toolbar Adapter Host System

The b+s Connects for Siebel Communication Toolbar Adapter is not a self-running application. It is a DLLinstalled on the Siebel Communications Server(s) that is loaded and started by the Siebel CommunicationsServer(s) like a plugin.

Microsoft Windows Server 2012. Only the English version of the operating system is supported.Microsoft Windows Server 2012 R2. Only the English version of the operating system is supported.Microsoft Windows Server 2016. Only the English version of the operating system is supported.Microsoft Windows Server 2019. Only the English version of the operating system is supported.

Server Core installation is NOT supported for any operating systems

5.1.2 b+s Connects for Siebel Central Components Host System

Microsoft Windows Server 2012. Only the English version of the operating system is supported.Microsoft Windows Server 2012 R2. Only the English version of the operating system is supported.Microsoft Windows Server 2016. Only the English version of the operating system is supported.

Due to Siebel CRM limitations, Microsoft Windows Server 2019 is not supported

32-Bit compatibility-mode (WOW64) is used if a b+s Connects for Siebel component is installed on a 64-BitWindows OS.

Server Core installation is NOT supported for any operating systems.

5.2 Cisco Contact Center Software

Cisco Unified Contact Center Enterprise (CCE) / Hosted (CCH) versions 10.0, 10.5, 11.0, 11.5, 11.6, and12.0Cisco Hosted Collaboration Solution for Contact Center (HCS-CC)

Support for Cisco HCS-CC depends on the integrated version of CCECisco Packaged Contact Center Enterprise (PCCE) versions 10.0, 10.5, 11.0, 11.5, 11.6, and 12.0

Refer to the latest b+s Connects for Siebel Memo – PCCE document for important informationabout the usage of b+s Connects for Siebel with PCCE

Cisco Unified Intelligent Contact Management (UICM) and Cisco Unified Contact Center Express (UCCX) areNOT supported.

5.3 Oracle Siebel Software

Siebel CRM versions

8.1.1.1 - 8.1.1.10, 8.1.1.11 (Innovation Pack 2013), 8.1.1.14 (Innovation Pack 2014)8.2.2.1 - 8.2.2.3, 8.2.2.4 (Innovation Pack 2013), 8.2.2.14 (Innovation Pack 2014)Innovation Pack 2015Innovation Pack 2016Innovation Pack 2017Innovation Pack 2018Innovation Pack 2019

…in High Interactivity (HI) (*) and Open UI client mode.

(*) Microsoft Internet Explorer 8, which is the primary platform for Siebel HI clients, left mainstreamsupport by Microsoft on January 12th 2016. As customers upgrade to modern browsers, they will wantto implement Open UI client deployments in place of HI client deployments, as these are the only



supported options that support Internet Explorer 11 and other modern HTML5 browsers. Siebel HIclient components will continue to be supported by Oracle in Siebel CRM Innovation Packs 2014 and2015, including through the Patchset process, as detailed in the Error Correction Policy. However,Oracle recommends updating to the latest available distributions and migrating to Open UI clientsbefore the release of Oracle’s Siebel Innovation Pack 2016 and because of the end of support forMicrosoft Internet Explorer 8.

5.3.1 Supported Web Browsers

The Siebel CRM client mode Open UI supports more modern Web browsers than the HI mode because it uses Webstandards without proprietary technologies, such as browser plug-ins or Microsoft ActiveX components.

Please contact Oracle concerning the support of Web browsers by Siebel CRM.

5.4 Cisco IP Phones

For supported Cisco IP Phones please refer to the official compatibility statement of Cisco Systems Inc.:Compatibility Matrix for Unified CCE

5.5 3rd Party Software

Host System VirtualizationOnly VMware ESX or ESXi bare-metal virtualization (type 1 hypervisor) software can be used tohost the underlying operating system of the b+s Connects for Siebel Central Components.

IPv6The b+s Connects for Siebel components do not support IPv6

Chat server supporting XMPP: Ignite Realtime Openfire, Cisco Unified Presence Server (CUPS), CiscoUnified Communications Manager Instant Messaging and Presence (CUCMIMP)Microsoft .NET Framework

The b+s Connects for Siebel Central Components require at least Microsoft .NET Framework 4.7.2and the Microsoft Visual C++ 2017 Redistributable Package (x86) as well as the Microsoft VisualC++ 2010 Redistributable Package (x86) (the latter are required by the ConnectMCAL component).The b+s Connects for Siebel Communication Toolbar Adapter component requires at leastMicrosoft .NET Framework 4.7.2 and the Microsoft Visual C++ 2017 Redistributable Package (x86).



6 Host System Performance RequirementsRefer to the latest b+s Connects for Siebel Deployment Guide for detailed information about b+s Connects forSiebel’s host system performance requirements. The document provides information about host systemclassification, general virtualization requirements, product deployment and scalability considerations.



7 Migration Paths and UpgradesWhen upgrading to b+s Connects for Siebel 2.3.0, the Central Components (i.e. ConnectMCAL,MediaManager, DataStore, Siebel RoutingAdapter and Broadcast Message Adapter) must be upgradedbefore the Communication Toolbar Adapter!

b+s Connects for Siebel 2.3.0 can only be installed...

...as a new installation on an empty host system or...

...as an upgrade on top of b+s Connects for Siebel 2.0





8 Lifecycle AnnouncementIt is recommended to upgrade all b+s Connects for Siebel 1.0, 1.1, 1.2, 1.3, 1.4, 1.5, 2,0, 2.1 and 2.2 installations tob+s Connects for Siebel 2.3. For all b+s Connects for Siebel 1.0, 1.1, 1.2, 1.3, 1.4, 1.5, 2.0, 2.1, 2.2 and 2.3 versionsthe following End of Life Policy applies.

Version Release Date EOLA EOS EOM EOL1.0 2011-02-03 2013-08-03 2014-02-03 2015-02-03 2016-02-03

1.1 2011-07-01 2014-01-01 2014-07-01 2015-07-01 2016-07-01

1.2 2012-03-16 2014-12-01 2015-06-01 2015-12-01 2017-06-01

1.3 2013-03-18 2014-12-01 2015-06-01 2015-12-01 2017-06-01

1.4 2014-02-14 2014-12-01 2015-06-01 2015-12-01 2017-06-01

1.5 2014-12-01 2016-04-08 2016-10-08 2017-10-08 2018-10-08

2.0 2016-04-08 2018-01-08 2018-07-08 2019-07-08 2020-07-08

2.1 2018-01-08 2018-08-24 2019-02-24 2012-02-24 2021-02-24

2.2 2018-08-24 2019-12-17 2019-12-17 2019-12-17 N/A

2.3 2019-12-17 N/A N/A N/A N/A

EOLA: End of Life Announcement - The date the software versions lifecycle dates are announced.EOS: End of Sale - The last date the software version is available for purchase.EOM: End of Maintenance - The last date b+s will provide maintenance releases or bug fixes. After thisdate b+s will no longer develop, maintain or test the software version.EOL: End of Life - The last date b+s will provide service and support for the software version. After thisdate the software version will be obsolete.



9 Installation InformationRefer to the b+s Connects for Siebel 2.3.0 Installation and Configuration Guide for detailed instructions about theinstallation and uninstallation of the b+s Connects for Siebel 2.3.0.

When upgrading to b+s Connects for Siebel 2.3.0 the Central Components - ConnectMCAL, MediaManager,DataStore, Siebel RoutingAdapter, ChatConnector and Broadcast Message Adapter - must be upgradedbefore the Communication Toolbar Adapter!



10 Component Versioning 10.1 Communication Toolbar Adapter

File Product VersionBsFileLogger.dll 4.7.2 (100568)

BsLib.dll 4.7.2 (102176)

BsLogger.dll 4.7.2 (100568)

BsLogModel.dll 4.7.2 (100568)

BsMCALClientV5.dll 4.7.2 (100568)

BsWindowsEventLogger.dll 4.7.2 (100568)

CommunicationToolbarAdapter.dll 2.3.0 (104421)

CommunicationToolbarAdapter.resources.dll (de-DE) 2.3.0 (104421)

CommunicationToolbarAdapter.resources.dll (en-US) 2.3.0 (104421)

DataStoreClient.dll 4.7.2 (102179)

MCA_For_Siebel.dll 2.3.0 (104427)

10.2 ConnectMCAL

File Product VersionConnectMcal.exe 2.7.0 (104492)

libeay32.dll 1.0.1p

MemoryDumper.dll 1.0.2.0

ssleay32.dll 1.0.1p

TpiConnectDllV4.dll 2.7.0 (104075)

TpiConnectDllV5.dll 2.7.0 (104075)

xerces-c_3_1.dll 3, 1, 1

10.3 DataStore

File Product VersionDataStore.exe 2.3.0 (104735)

IcmDsServiceDll.dll 2.3.0 (104732)

libeay32.dll 1.0.1p


ssleay32.dll 1.0.1p

10.4 MediaManager

File Product VersionACE.dll 6.2.3

bsFDapi102ADll.dll 1.19.0 (043) A2779

MediaManager.exe 2.7.0 (104495)


sqlapi.dll 4.1.2.1

xerces-c_3_1.dll 3, 1, 1



10.5 Siebel RoutingAdapter

File Product VersionBsConnector.dll 4.7.2 (100568)

BsConsoleLogger.dll 4.7.2 (100568)

BsFileLogger.dll 4.7.2 (100568)

BsLib.dll 4.7.2 (102176)



BsMCAConnector.dll 4.7.2 (100568)

BsMCALClientV5.dll 4.7.2 (100568)

BsMCAModel.dll 4.7.2 (100572)

BsWindowsEventLogger.dll 4.7.2 (100568)

MCALGate.dll 4.7.2 (100568)

MediaRoutingGate.dll 4.7.2 (100568)

RoutingAdapter.exe 2.3.0 (104034)

RoutingAdapterCore.dll 4.7.2 (100568)

RoutingAdapterInterface.dll 2.3.0 (104034)

SiebelRoutingGate.dll 2.3.0 (104034)

10.6 ChatConnector

File Product VersionBsConnector.dll 4.7.2 (100568)

BsFileLogger.dll 4.7.2 (100568)

BsLib.dll 4.7.2 (102176)



ChatConnector.dll 2.4.0 (104265)

ChatGate.dll 2.4.0 (104265)

chatsub.exe 1.2 (89234)

IniFilePasswordEncryptor.exe 1.0.0 (100601)

Matrix.dll 2.0.0.15

MatrixGate.dll 2.4.0 (104265)

McilChat.exe 2.4.0 (104265)

McilGate.dll 2.4.0 (104265)

MmGate.dll 2.4.0 (104523)



11 New and Changed Configuration ParametersThe following section lists configuration parameters that were added or have changed since b+s Connects forSiebel 2.1. Refer to the b+s Connects for Siebel 2.3.0 Installation and Configuration Guide for detailed informationabout all configuration parameters of the b+s Connects for Siebel components.

11.1 New Configuration Parameters

…

11.2 Changed Configuration Parameters

The parameter AllowSingleChannelMode is no longer supported!



12 Siebel Default Definition File (DEF-file) ChangesThe following changes were made in the b+s Connects for Siebel’s default Siebel DEF-file since b+s Connects forSiebel 2.0. Because of the many changes it is highly recommended to use a diff utility to calculate and display theexact differences between Siebel DEF-files.

12.1 Changes in this release 2.3.0

12.1.1 Commands

Fix for bug SIEBEL-1917Added FilterSpec for command AgentReadyEmail:

FilterSpec = "[$GetCommandStatus(AgentSetStateReadyMail2)] = 'Enabled'"

Added FilterSpec for command AgentReadChat:

FilterSpec = "[$GetCommandStatus(AgentSetStateReadyChat2)] = 'Enabled'"

Added menu command to change NotReady reason in NotReady state:

; ---------------------------------------------------------------------------------------; Menu command for not ready reason change; ---------------------------------------------------------------------------------------

[Command:AgentChangeNotReadyReasonInMenu] FilterSpec = "[$GetCommandStatus(PopupNotReadyReasons)] = 'Enabled'" SubCommand_1 = "AgentChangeNotReadyReasonVoice" SubCommand_2 = "AgentChangeNotReadyReasonMail" SubCommand_3 = "AgentChangeNotReadyReasonChat" SubCommand_4 = "ConfirmNotReadyReasonChanged" ExecuteAll = "TRUE" MenuPosition = "22" Title = "Change Agent NotReady Reason" Description = "Change Agent NotReady Reason All Domains" CmdData = "ChangeAgentNotReadyReasonInMenuData"

[CmdData:ChangeAgentNotReadyReasonInMenuData] Param.agentNotReadyReasonCode = "[Name]" Param.agentNotReadyReasonText = "[Value]" SelectBusComp = "List Of Values" SelectParam = "TRUE" SelectBusObj = "List Of Values" SelectApplet = "Transfer Multiple LOV Popup Applet" SelectTitle = "Please select reason for changing status to Not-Ready" SelectQuerySpec = "[Type] = 'REASON_NOTREADY' AND [Active] = 'Y'"

[Command:AgentChangeNotReadyReasonVoice] DeviceCommand = "AgentChangeNotReadyReasonVoice" Hidden = "TRUE"

[Command:AgentChangeNotReadyReasonMail] DeviceCommand = "AgentChangeNotReadyReasonMail" Hidden = "TRUE"

[Command:AgentChangeNotReadyReasonChat] DeviceCommand = "AgentChangeNotReadyReasonChat" Hidden = "TRUE"

[Command:ConfirmNotReadyReasonChanged] FilterSpec = "[$GetCommandStatus(AgentChangeNotReadyReasonVoice)] = 'Enabled' OR [$GetCommandStatus(AgentChangeNotReadyReasonMail)] = 'Enabled' OR [$GetCommandStatus(AgentChangeNotReadyReasonChat)] = 'Enabled'" ServiceMethod = "Communications Client.ShowStatusText" CmdData = "ConfirmNotReadyReasonChangedData" Hidden = "TRUE"

[CmdData:ConfirmNotReadyReasonChangedData] ServiceParam.Text = "Not Ready Reason changed."



SIEBEL-1913:

[Command:ForwardChat] Description = "Forward chat back to queue" FilterSpec = "[@SelectedWorkItem:mediaType] = 'Chat' AND [$GetCommandStatus(RerouteTask)] = 'Enabled'"

[Command:TransferChatToAgent] Description = "Transfer chat to agent with Popup" FilterSpec = "[@SelectedWorkItem:mediaType] = 'Chat' AND [$GetCommandStatus(RerouteTask)] = 'Enabled'"

[Command:TransferChatToQueue] Description = "Transfer chat to queue with Popup" FilterSpec = "[@SelectedWorkItem:mediaType] = 'Chat' AND [$GetCommandStatus(RerouteTask)] = 'Enabled'"


12.2.1 Commands

Fix for bug SIEBEL-1825Additional expression in FilterSpec of command NotReadyChatWithPopup:

"[$GetCommandStatus(PopupNotReadyReasons)] = 'Enabled' AND [$GetCommandStatus(AgentSetStateNotReadyChat)] = 'Enabled'"

Fix for bug SIEBEL-1825Added a FilterSpec to command NotReadyChat:

"[$GetCommandStatus(AgentSetStateNotReadyChat)] = 'Enabled'"

12.2.2 Events

Fix for bug SIEBEL-1768Additional expression in FilterSpec of event handler OutboundCampaignCallAnswered:

[EventHandler:OutboundCampaignCallAnswered] FilterSpec = "[callType] = '34' OR [callType] = '35'" DeviceEvent = "CallDelivered" …

FilterSpec only applicable if using Cisco Outbound Option in Progressive / Predictive mode


12.3.1 Commands

Added new parameter chatTaskLimit for DeviceCommand AgentLogon (in commands AutoLoginTeleset, LoginTextbox and LoginTeleset)

Removed FilterSpec from commands AgentEndAfterCallWorkReady andAgentEndAfterCallWorkNotReady

Removed redundant FilterSpec [$GetCommandStatus(…)] = 'Enabled' from commandsNotReadyChatWithPopup and NotReadyChat

12.3.2 Events

Moved EventHandler CallTransferredOut from section with Dummy events to section with normalevents




Changes in Siebel Definition-File marked below with (*) refers to the bugfix SIEBEL-784. These changes are onlyneeded if you use Outbound Option calls in PREVIEW mode.

12.4.1 Driver Parameters

New default for Driver:MaxLogFileSize is "100000KB"New default for Driver:MaxLogFileRollBackups is "10"

12.4.2 Commands

(*)Added FilterSpec with variable @SelectedWorkItem:PreviewAccepted in CommandPreviewCallAccept(*)Added FilterSpec with variable @SelectedWorkItem:PreviewAccepted in CommandPreviewCallReject(*)Added new EventHandler PreviewOutboundCampaignReservationCallAccepted for DeviceEventCallVarUpdated (*)

12.4.3 Events

(*)In event handlers named IndicateNewWorkItemVoice, IndicateNewWorkItemEmail andIndicateNewWorkItemChat (= DeviceEvent @PreIndicateNewWorkItemEvent)set variable WorkTrackingObj.PreviewAccepted = "FALSE" (to prevent warnings in SCOMM log that the variable used above in FilterSpec does not exist.)

12.5 Changes in former release 2.0.1 (Service Release)

12.5.1 Profile Parameters

New default for Driver:MCALHostWebServiceNameSideA is "mcal"New default for Driver:MCALHostWebServiceNameSideB is "mcal"New default for Driver:MCALHostSideASecured is "FALSE"New default for Driver:MCALHostSideBSecured is "FALSE"

12.5.2 Commands

Removed default value "000" for Param.mobileAgentDevicePrefix in Command AutoLoginTelesetRemoved default value "000" for Param.mobileAgentDevicePrefix in Command LoginTextboxRemoved default value "000" for Param.mobileAgentDevicePrefix in Command LoginTelesetRemoved duplicate DeviceCommand AgentLogoff in Command SignOffGroupWithPopupCmdData:MakeCallToSelectedPhoneData Param.calledDirectoryNumber uses "PhoneTypeLookup"instead of "Lookup"CmdData:MakeCallToCurrentPhoneData Param.calledDirectoryNumber uses "PhoneTypeLookup"instead of "Lookup"

12.5.3 Events

Removed sample implementation of EventHandler AgentLoggedOff and renamed to EventHandlerAgentLoggedOffDummyAdded new EventHandler PreviewOutboundCallReceived for a specific handling of preview outboundcalls with call type 32Added new EventHandler CallbackCallReceived for a specific handling of callback callsRemoved WorkTrackingObj.mediaType = "Voice" from EventHandler MailOfferedRemoved Log = "OnMailAnsweredLog" and WorkTrackingObj.mediaType = "Email" fromEventHandler MailAnsweredAdded new special EventHandler IndicateNewWorkItemVoice, IndicateNewWorkItemEmail andIndicateNewWorkItemChat



13 Important Notes 13.1 Single Channel Login finally removed

With release 1.4, the individual per channel commands (AgentLogonVoice/AgentLogoffVoice andAgentLogonMail/AgentLogonMail) were replaced with the new multi-channel commandsAgentLogon/AgentLogoff. The setting "AllowSingleChannelLogin" was added then to enable a backwardscompatibility mode and still to use these old commands for a while.

Starting with release 2.0, these single channel commands were announced as deprecated.

With release 2.3, these single channel commands are finally removed and enabling the backwards compatibilitymode with "AllowSingleChannelLogin" parameter is no longer possible.

13.2 Oracle "Poodle" Vulnerability

A security vulnerability affecting SSL version 3.0 was recently publicly disclosed and called Padding Oracle OnDowngraded Legacy Encryption, or "Poodle". As the vulnerability does not affect TLS and is limited to SSL 3.0 it ishighly recommended that TLS is used to encrypt the communication between the Siebel CRM and the b+sConnects for Siebel components.

Further information about the "Poodle" vulnerability and how Siebel CRM are affected by it can be found at

SSL V3.0 "Poodle" Vulnerability - CVE-2014-3566

and

Oracle Support Document 1944467.1 (Mitigating the POODLE vulnerability in SSL in Siebel CRM Applications)

13.3 Connection to CCE/CCH AWDB

As of b+s Connects for Siebel 1.5 a connection to the CCE/CCH AWDB is no longer required.

To get rid of the connection to the CCE/CCH AWDB, the configuration key MCIL_MODE in the MediaManager ini-filemust be set to 2.

Be aware that the password verification at agent logon (setting CHECK_AGENT_PASSWORD) must bedeactivated if MediaManager is configured with MCIL_MODE=2. Password verification will only be done byCCE/CCH but no longer by the MediaManager.

13.3.1 Configuration without a connection to the CCE/CCH AWDB

MediaManager initialization file:

[MAIN] MCIL_MODE=2 [MCIL] CHECK_AGENT_PASSWORD=0

13.4 Route Message Send Rate

Be aware that as of b+s Connects for Siebel 1.5 the new default value for the RouteMessageSendRate-setting inSiebel RoutingAdapter is 5. This setting determines the number of route requests that the Siebel RoutingAdaptersends to the MediaManager per second. Prior to b+s Connects for Siebel 1.5, the default value for theRouteMessageSendRate setting was -1, which means that there was no throttling for route requests at all. Forsafety reasons it has been decided to change the default value so that undesired situations in PCCE deploymentswhere Congestion Control is set to 8 can be avoided. For upgrades the configured value of theRouteMessageSendRate setting remains unchanged.



Name Description[Gate_mcal]RouteMessageSendRate

Indicates how many route messages are sent to the MediaManager per second.To disable set to -1Default: 5

13.5 /LOAD Configuration Parameter

With CCE/CCH version 10.0 Cisco Systems Inc. has announced that the /LOAD Configuration Parameter isconsidered as a deprecated feature. As of CCE/CCH version 11.0 Cisco Systems Inc. removed the /LOADConfiguration Parameter from the deprecated feature list again.

13.6 Multiple Lines on Agent Phones

Prior to Release 8.0, CCE/CCH supported monitoring of only a single line for all agent devices. CCE/CCH Release 8.0added support for monitoring multiple agent lines when Multi Line Agent Mode is enabled for the Peripheral. Foradditional information and details of CCE/CCH limitations, refer to the Solution Design Guide for Cisco UnifiedContact Center Enterprise.

Please be aware of the following restrictions concerning multiple lines on agent phones when using the b+sConnects for Siebel with ConnectMCAL and a CTI protocol version lower than 14:

The call waiting feature on UCM must be disabled for agent phones being used by Siebel agents.UCM features Join Across Lines (JAL) and Direct Transfer Across Lines (DTAL) must be disabled for theagent phones.With CCE/CCH PG setting "Agent Phone Line Control" set to "All Lines", Cisco Unified IP Phones 6900and 7900 series are only supported in single line configuration.Cisco Unified IP Phones 89xx and 99xx series are supported with the following caveats

The phones must be configured with only a single lineMaximum Number of Calls must be set to 2Busy Trigger must be set to 1

When using the b+s Connects for Siebel with ConnectMCAL running with CTI protocol version 14 the followingrestriction concerning multiple lines on agent phones applies:

The call waiting feature on UCM must be disabled for agent phones being used by Siebel agents.

13.7 PCCE Deployments

Refer to the b+s Connects for Siebel 2.3.0 Memo – PCCE document for important information about the usage of b+sConnects for Siebel with PCCE.

13.8 Open Source Software

This product uses open source software. See b+s Connects for Siebel 2.3.0 Open Source Document document foropen source licenses and notices.



14 New Features, Improvements and Bug Fixes 14.1 New Features and Improvements

This section lists new features or functionality for this version of b+s Connects for Siebel 2.3.0.

Identifier Title DescriptionSIEBEL-1445

Change NotReady reason code on Siebel Toolbar orCommunications menu

Requirements:Agent are able to change between different not ready reasonsw/o going to ready in between.

Solution Abstract:Agents can change using the communication menu.

Limitation:Implementing the capability is in the responsibility of thecustomer (involves Siebel Customization). The basicimplementation requires PopupNotReadyReasons = true

SIEBEL-2233

Dial in state ready Requirements:Agent is able to dial an outgoing call also in state ready

Solution Abstract:The dial button in Siebel is also enabled in not ready state.When dialing is requested by the agent, the state isautomatically set to not ready before dialing.

Limitation:-

SIEBEL-2036

CTA should be able to write error log messages alsointo WindowsEventLog

Requirements:To be able to monitor the health ofCommunicationToolbarAdapter, the CTA should be able towrite error messages not only into the logfile but also intoWindowsEventLog.

Solution Abstract:Configurable log level threshold parameter in Def-File. Logmessages with this or higher level should also be added intoWindowsEventLog.

Limitation:-

SIEBEL-1911

Disable "Make call" button after agent has alreadypressed it as Mobile Agent in mode "call by call"

Requirements:Disable "Make call" button if agent has already pressed once.Condition: Agent is logged in as Mobile Agent in mode "call bycall"

Solution Abstract:The button is tempory disabled when make call in "call by call"mode is requested.

Limitation:-

SIEBEL-1319

Increase limit of BsLoggerMaxBackupIndex configparameter (ConnectMCAL, DataStore)

Requirements:BsLoggerMaxBackupIndex can be set to higher values than 10(current limitation)

Solution Abstract:New logging library in ConnectMCAL and DataStore

Limitation:-



SIEBEL-991 Make error message for invalid agent credentialsgeneric

Requirements:When an agent trys to login with invalid agentid or password,the error message should be for security reasons the same. Theerror message should say which of the credentials is invalid.

Solution Abstract:The error message is now generic with "invalid credential"instead of individual errors for invalid user or invalidpassword.

Limitation:-

14.2 Bug Fixes

This section lists caveats that are resolved in b+s Connects for Siebel 2.3.0 but may have been open in previousreleases. Because defect status continually changes, be aware that the following table reflects a snapshot of thedefects that were resolved at the time this report was compiled

Identifier Title DescriptionSIEBEL-2169

New incoming chat after logout with (this) activechat cannot used anymore

Symptom: Logout while an active chat is handled, reroute this chat backto queue. New offered chat task is accepted by an agent, butchatting is impossible.

Conditions:Agent logged in and ready.

Workaround:Do not logout while handling a chat.

Further Problem Description:MM's reroute request set task's SYS.ChatIsTransfered flag totrue. 'Chat Standard Accept Process - v3' workflow in Siebel isunable to handle this correctly, because chat activity status isnot transferred.

SIEBEL-1990

Service Initiate Event to CTA is not generated if itmissing from CTISVC

Symptom:Siebel ConsultCall cannot be completed as Transfer

Conditions:The outgoing ConsultCall contains only a OriginatedEvent butno ServiceInitiatedEvent.

Workaround:-

Further Problem Description:-

SIEBEL-1986

ConnectMCAL constantly crashing with enhancedtracemask

Symptom:ConnectMCAL process crash.

Conditions:More detailed logging than default.

Workaround:Revert to default settings.




SIEBEL-1952

CTA loses connection to MCAL Symptom:CTA loses connection to MCAL and doesn’t reconnect. Failoverfails.

Conditions:Special erroneous network conditions (HW failure)

Workaround:Restart of Siebel communication server.

Further Problem Description:Race conditions in failover handling prevent reconnect.

SIEBEL-1917

Error message logged in SCOMM log by set agentstate to ready

Symptom:Error message logged in SCOMM log of Siebel when agentchanges his state to Ready.

Conditions:- Only dedicated channels are enabled in Siebel DEF file (i.e.:Only Voice, Only Chat, etc.)-- Required:Driver:EnableVoice-- Required:Driver:EnableMedia-- Required:Driver:EnableMediaTypes- Use button "All Domains: set to Ready"

Workaround:- Use dedicated button for the particular channel (i.e. "Voice:set to Ready")

Further Problem Description:No errors are thrown if Agnet set his state to NotReady using"All Domains: set to Not Ready" button

Voice Only setting used for reproduce this issue:- Required:Driver:EnableVoice=TRUE- Required:Driver:EnableMedia=FALSE- Required:Driver:EnableMediaTypes=0x00

SIEBEL-1913

Only enable "Start task" and "Reject task" buttonson receiving 2nd chat request (analysis)

Symptom:A second chat offer keeps buttons (transfer, forward etc.) alive.

Conditions:Agent handles a chat already.

Workaround:Ignore enabled buttons


SIEBEL-1912

End wrapup of a chat tasks leads to a warningmessage in MediaManager log "no pendingjobfound for invokeid ..."

Symptom:Warning message in MediaManager "no pendingjob found forinvokeid ..."

Conditions:- Wrapup with chat- Wrapup-Timeout enabled in MediaManager- Agent manually ends wrapup

Workaround:No wrapup timeout

Further Problem Description:Warning message appears after agent manualy ends chatwrapup before the configured wrapup timout ends wrapup.



15 Appendix 15.1 Acronyms

Acronym DescriptionACD Automated Call Distribution

ANI Autmatic Number Identification

ARM Cisco Agent Reporting and Management Interface

AW Admin Workstation

AWDB Admin Workstation Database

B+S Bucher + Suter AG

CA Certificate Authority

CCE/CCH Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Hosted

CCX Cisco Unified Contact Center Express

CED Caller Entered Digits

CRM Customer Relationship Management

CTI Computer Telephony Integration

CTI OS Cisco Computer Telephony Integration Object Server

CTI Server Cisco Computer Telephony Integration Server

CUCM Cisco Unitfied Communications Manager

DNIS Dialed Number Identification Service

DTMF Dual-Tone Multi-Frequency

ECC Cisco Expanded Call Context

EOL End of Life

EOLA End of Life Announcement

EOM End of Maintenance

EOS End of Sale

ERMS Email Response Management System

GUI Graphical User Interface

HTTPS Hyper Text Transfer Protocol Secured

ICM Intelligent Contact Management

IETF Internet Engineering Task Force

IM Instant Messaging

LAN Local Area Network

MCA Bucher + Suter Multi Channel Adapter

MCAL Bucher + Suter Multi Channel Application Link

MCIL Bucher + Suter Multi Channel Integration Link

MRI Cisco Media Routing Interface

MR PG Cisco Media Routing Peripheral Gateway

PAK Bucher + Suter Product Activation Key

PBX Private Branch Exchange

PCCE Cisco Packaged Contact Center Enterprise

PG Cisco Peripheral Gateway

PSTN Public Switched Telephony Network



RONA Reroute On No Answer

SOAP Simple Object Access Protocol

SPAN Cisco Switch Port Analyzer

SQL Structured Query Language

SSL Secured Socket Layer

TLS Transport Layer Security

UC Unified Communications

UCCE Cisco Unified Contact Center Enterprise

UCCH Cisco Unified Contact Center Hosted

UCCX Cisco Unified Contact Center Express

UCM Cisco Unified Communications Manager

UICM Cisco Unified Intelligent Contact Management

UNC Uniform Naming Convention

USCCE Cisco Unified System Contact Center Enterprise

VRU Voice Response Unit

WAN Wide Area Network

XML Extensible Markup Language

XMPP Extensible Messaging and Presence Protocol



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