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Common Changes

The following information supplements or replaces information currently in the Gplus Adapter 8.0 for Siebel CRM Deployment Guide

Change history for 8.0.310:

  • The Chapter 1 section was updated.
  • The Chapter 4 section was added.
  • The Chapter 5 section was added.

Chapter 1: System Requirements

Supported Siebel Versions

The following are now supported:

  • The 8.0.310 version of the Gplus Adapter also supports Siebel CRM IP2017 and Siebel CRM 2018. All Gplus Adapter components use Siebel-side resources from the IP2014 installation package directory.
  • The 8.0.300 version of the Gplus Adapter also supports Siebel version 16.0 (IP2016) in Open UI mode. All Gplus Adapter components use Siebel-side resources from the IP2014 installation package directory.
  • The 8.0.210 version of the Gplus Adapter also supports Siebel version 15.0 (IP2015) in both HI and Open UI modes. All Gplus Adapter components use Siebel-side resources from the IP2014 installation package directory.

Chapter 4: Deploying the Configuration Synchronization Component

XSLT and the filesystem

If XSLT is enabled for Configuration Synchronization Component, you must provide it with write-access permission to Configuration Synchronization Component's own working directory in the filesystem.

Chapter 5: Deploying the Campaign Synchronization Component

XSLT and the filesystem

If XSLT is enabled for Campaign Synchronization Server, you must provide it with write-access permission to Campaign Synchronization Server's own working directory in the filesystem.

Setting the Genesys Configuration Options for the Campaign Synchronization Server

In the 8.0.310 release, the following configuration option was added to control additional logging of XML messages:

xml-dump-dir
Section: xml
Default Value: empty string
Valid Values: any directory path (relative or absolute) allowed by the given operating system
Changes Take Effect: Immediately
Mandatory: No

Defines the directory where the application writes the contents of XML requests. The directory will contain three types of files: Input Original XML Request body, the XSL-Transformed XML body, and the XML Response body.

Important
Be aware of the following:
  • The directory must exist before running the Adapter and requires write permissions.
  • The Adapter does not clean the contents of the directory.
  • If this functionality is enabled, it can affect the application performance.

Chapter 6. Deploying the Voice Component

The Voice Component Driver Commands and Events

Table 23: The Voice Component Driver Commands

The following lists additional Voice Component device command.

Name Component/Feature Description
ExtendACW Voice Extend (infinitely) an agent's After Call Work state

The Detailed Descriptions of the Device Commands

Table 28: The Basic Voice Feature Device Commands

The following lists additional Voice Component device commands.

ExtendACW
Description Extend (infinitely) an agent's After Call Work state
stringParam Not used
datasetParam Not used


Chapter 7: Deploying the UCS Gateway Server

Configuring the Tabs in the Properties Dialog Box

Additional sections, HTTP and settings were added to the Options tab. As a result, note the following changes or additions to the following sections.

Procedure: UCS Gateway Server: Configuring the tabs in the Properties dialog box, Step 18

In the Sections pane, the following sections are listed:

  • log
  • HTTP
  • settings

Setting the Genesys Configuration Options for the UCS Gateway Server for Siebel CRM

A new HTTP section can be configured with the following options:

authentication
Default Value: false
Valid Values: true, false
Mandatory: No

Controls whether HTTP authentication in communication with clients is used. See Chapter 12, Deploying Basic HTTP Authentication of the Gplus Adapter 8.0 for Siebel CRM Deployment Guide for details.

  • If set to false, authentication is not used.
  • If set to true, authentication is used.


ssl-enabled
Default Value: false
Valid Values: true, false
Mandatory: No

Controls whether communication between the Adapter and the clients is secure.

  • If set to false, communication is not secure.
  • If set to true, communication is secure.


ssl-protocol
Default Value: TLS
Valid Values: Any non-empty valid SSL protocol name like SSL, SSLv2, SSLv3, TLS, TLSv1, TLSv1.1, TLSv1.2
Mandatory: No

Specifies the name of the requested Secure Socket layer (SSL) protocol, see the JVM documentation for details.


key-store-file
Default Value: No default value
Valid Values: Any valid path to the file
Mandatory: No

Specifies the pathname of the keystore file where you have stored the server certificate to be loaded.

Note: Consult the Java 2 Software Development Kit (SDK) documentation for the default keystore location if the key-store-file option is not specified, if it is empty, or if the specified keystore option does not exist.


key-store-pass
Default Value: No default value
Valid Values: Any valid keystore password
Mandatory: No

Specifies the password to the keystore.


client-auth
Default Value: false Valid Values: true, false, want Mandatory: No

Controls whether the client authentication is enabled.

  • If set to false, it will not require a certificate chain unless the client requests a resource protected by a security constraint that uses CLIENT-CERT authentication.
  • If set to true, the SSL stack will require a valid certificate chain from the client before accepting a connection.
  • If set to want, the SSL stack will request a client Certificate, but will not fail if one isn't presented.

Note: Consult the Apache Tomcat documentation for more details.


trust-store-file
Default Value: No default value
Valid Values: Any valid path to the file
Mandatory: No
Changes Take Effect: After restart

Specifies the trust store file to use to validate client certificates.


trust-store-pass
Default Value: No default value
Valid Values: Any valid truststore password
Mandatory: No

Specifies the password to access the trust store.


A new settings section can be configured with the following options:

ucs-request-timeout
Default Value: 90
Valid Values: any positive integers
Mandatory: No

Specifies request timeout in seconds for communication with UCS. If the option is not specified or specified with a value of less than 1, the default timeout (30 seconds) is applied.

Note: This request timeout should correlate with the HTTP request timeout configured on Siebel side for communication with UCSGateway (2 minutes by default).

Chapter 8: Deploying the Multimedia Component

Procedure: Multimedia Component: Deploying the Siebel repository file, browser scripts, web templates, and changing the Siebel Server configuration

The step #4 is replaced with:

4. Deploy (copy) the browser scripts from the <Browser script compilation folder>>, as set in Siebel Tools, to the corresponding Siebel Web Server extension folder:

  • "<SWEApp>/public/<language_code>" - for Siebel prior to IP2016;
  • "<SWEApp>/public" - for Siebel IP2016 and later.


Table 57. The Multimedia Component Configuration Parameters

The following lists additional Multimedia Component parameters associated with this table.

Configuration Parameter Default Value Required Comments
InboundEmailActivityType Email - Inbound (MCR) Yes Defines Activity Type for inbound Genesys email work items.
Replaces the ServiceParam.ActionType and ServiceParam.ActionTypeInbound command data parameters.
The value must represent the Language Independent Code of the LOV record.
OutboundEmailActivityType Email - Outbound (MCR) Yes Defines Activity Type for outbound Genesys email work items.
Replaces the ServiceParam.ActionType and ServiceParam.ActionTypeOutbound command data parameters.
The value must represent the Language Independent Code of the LOV record.
ChatActivityType Text Chat Yes Defines Activity Type for Genesys chat work items.
Replaces the ServiceParam.ActionType command data parameter.
The value must represent the Language Independent Code of the LOV record.
ActivityInitialStatus Not Started Yes Defines Activity Status for the just created Genesys email or chat work items.
Replaces the ServiceParam.ActionInitialStatus command data parameter.
The value must represent the Language Independent Code of the LOV record.
ActivityAcceptedStatus In Progress Yes Defines Activity Status for accepted Genesys email or chat work items.
Replaces the ServiceParam.ActionInitialStatus command data parameter.
The value must represent the Language Independent Code of the LOV record.
ActivityFinalStatus Completed Yes Defines Activity Status for completed Genesys email or chat work items.
Replaces the ServiceParam.ActionFinalStatus command data parameter.
The value must represent the Language Independent Code of the LOV record.
ActivityQueuedStatus Queued Yes Defines Activity Status for queued Genesys email or chat work items.
Replaces the ServiceParam.ActionQueuedStatus command data parameter.
The value must represent the Language Independent Code of the LOV record.
ActivityCancelledStatus Cancelled Yes Defines Activity Status for cancelled Genesys email or chat work items.
Replaces the ServiceParam.ActionCancelledStatus command data parameter.
The value must represent the Language Independent Code of the LOV record.
ChatTranscriptEmailTemplate CHANGE_ME No Defines the Siebel Email Template name to be used to create a Siebel email with a chat session transcript.

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This page was last modified on December 19, 2018, at 13:30.