Your Federal Quarterly Tax Payments are due April 15th Get Help Now >>

Documentation Update for Siebel .COM Applications Guide Version by dandanhuanghuang

VIEWS: 13 PAGES: 33

									                          Documentation Update for
                        Siebel .COM Applications Guide
                             Date Published: May 11, 2000
                            Last Updated: February 20, 2002



This Documentation Update applies to the following versions of Siebel .COM Applications Guide.
Document version: 6.0
Date published: April 2000
Version of software: Siebel 2000 version 6.0.1
Document version: 6.0 revision A
Date published: October 2000
Version of software: Siebel 2000 version 6.x
Document version: 6.2
Date published: September 2000
Version of software: Siebel 2000 version 6.x
Document version: 6.2 revision A
Date published: June 2001
Version of software: Siebel 2000 version 6.x




General Information
May 11, 2000

Each Siebel .COM login page includes the “Remember My User Name and Password” check
box. This feature works as follows:
    •   When a registered user logs in, the Siebel Web Engine returns a browser cookie that
        includes an encrypted version of the user name and password.
    •   This means that users do not need to log in again if they return to the Web page later in a
        new browser instance, or, if a session times out. Instead, they return to the page by using
        the URL. In both cases, the user is taken directly to the home page. The user’s
        application state, including what screen the user was in or what the user was doing, is not
        remembered.
    •   Some views in Siebel .COM applications require explicit logins. Even though the user’s
        user name and password are remembered and the user has been viewing other
        nonbrowser views, the user must log in through a login page to see any of these views.
        Only one explicit login is required to see all such views during a session.
    •   When a user logs out by clicking the Logout button, the server forgets the user name and
        password by erasing the cookie in the response to the logout command. Subsequent
        visits require login.
Chapter 2

May 8, 2001

In .COM Applications Guide v. 6.0, on page 2-11, Configuring Siebel .COM Applications to Use a
Security Adapter, and in .COM Applications Guide v. 6.0 Rev A and v. 6.2, on page 2-12,
Configuring to Use External Authentication, delete the following sentence to adjust for varying
default values for different Siebel applications:

This line is already included in the [Server] parameters with a default value of FALSE.

In .COM Applications Guide v. 6.0, on page 2-27, v. 6.0 Rev A, on page 2-24, and v. 6.2, on page
2-26, Confirming Links to Seed Data, apply the following general information:

The Employee records specified in this section may not exist as seed data in your
implementation. If not, you must create them with the field values provided in the table entitled
Employees Table Seed Data Field Values.

For information about creating proxy employees, see the Setting Up User Access for Multiple
Organizations: Adding Proxy Employees section in this chapter.

May 8, 2001

In .COM Applications Guide v. 6.0, on page 2-23, Editing the eapps.cfg File, and in .COM
Applications Guide v. 6.0 Rev A, on page 2-24, Editing the eapps.cfg File to Recognize the
Anonymous Login, append the following text at the end of the section:

NOTE: You can disallow any anonymous browsing of a Siebel .COM application by setting the
AllowAnonUsers parameter to FALSE. To do so, open the application’s configuration file, for
example esales.cfg or eservice.cfg, in a text editor, then edit the AllowAnonUsers parameter in
the [SWE] section.

August 1, 2000
(Software versions 6.02, 6.1, 6.2)

On page 2-13, Table 2-3, DllName parameter description, append the following:

In a Solaris implementation, the actual Solaris file name, libsscfldap.so, is also a valid entry for
the Siebel LDAP DLL. If the short name is used in a Solaris implementation, it will be converted
internally to the full Solaris file name.

May 11, 2000

On page 2-76, add the following text in a new section with the heading "Setting Up Email and
Fax Notification of Channel Partners."


Setting Up Email and Fax Notification of Channel Partners
You can define conditions based on your business needs that will trigger automatic generation of
email notifications to your channel partners. For example, you may want email sent to channel
partners automatically when you add them to a sales team, have a hot sales lead, assign them to
a service request, or have an urgent service request that has not been addressed within a certain
period of time.
For more information about defining rules to enable automatic email notification and customizing
notification messages, refer to Siebel Workflow Guide.
You can also notify channel partners by fax when specific conditions occur. For example, you
may want to fax a channel partner rather than just sending email if an urgent service request has
not been addressed within a certain period of time.
For information on defining rules to enable automatic fax notification, see Siebel Workflow Guide.
For information on integrating fax capability into an application, see the section on email and fax
configuration in Siebel Tools Guide.
Chapter 3

February 20, 2002

The following documentation update applies to Siebel .COM Applications Guide version 6.0.
On page 3-12, add the following note before the last paragraph:
When a customer clicks the Empty Cart button, the items in the Shopping Cart are removed, but
the quote record remains in the application.

The following documentation update applies to Siebel .COM Applications Guide versions 6.2 and
6.2 revision A.
On page 3-5, add the following note before the Completing Orders heading:
When a customer clicks the Empty Cart button, the items in the Shopping Cart are removed, but
the quote record remains in the application.

April 27, 2001

The following documentation update applies to Siebel .COM Applications Guide versions 6.0
revision A and 6.2.

On page 3-32, change steps 3 and 6 to read as follows:

3 Download the .zip file for the NT Perl/C version of the CyberSource Developer Kit from the
  Support Center on CyberSource's Web site (http://www.cybersource.com).

6 Copy ICS2API.DLL into C:\Cybersource and <Siebel_install_dir>\siebsrvr\bin.

The following documentation update applies to Siebel .COM Applications Guide version 6.0 only.

On page 3-45, “To install Cybersource,” change steps 3 and 6 to read as follows:

3 Download the .zip file for the NT Perl/C version of the CyberSource Developer Kit from the
  Support Center on CyberSource's Web site (http://www.cybersource.com).

6 Copy ICS2API.DLL into C:\Cybersource and <Siebel_install_dir>\siebsrvr\bin.

February 14, 2001

The following documentation update applies to Siebel .COM Applications Guide versions 6.0
revision A and 6.2.

On page 3-23, add the following text below the paragraph that begins with “The UTL module…”:

Taxware uses an Audit File to store transactional information for tax reporting purposes. The
Audit File for Sales/Use is a text file that can be edited. There is a special editor for the WorldTax
Audit File that marks transactions that have been altered.

The Audit File Indicator passed to the UTL should only be True when you are sending real orders
to Taxware. It should be False when you are using Taxware to get a tax amount for quoting
purposes.

On pages 3-25 to 3-29, delete the following sections:
•   “Installing Taxware on Windows NT”
•   “Setting Up the STEP Module on Windows NT”
•   “Installing Taxware on UNIX”
•   “Setting Up the STEP Module on Windows NT”
•   “Setting Up the Sales/Use Module on Windows NT”
•   “Setting Up the World Tax Module on Windows NT”

Add the following section:

Version 6.0 revision A
Installing Taxware
Siebel supports the use of Taxware software on the Windows NT and Solaris platforms.
For information on installing Taxware, see your Taxware documentation.

Version 6.2
Installing Taxware
Siebel supports the use of Taxware software on the Windows NT, Solaris, and AIX platforms.
For information on installing Taxware, see your Taxware documentation.


The following documentation update applies to Siebel .COM Applications Guide version 6.0 only.

On page 3-41, add the following text after the first paragraph:

Taxware uses an Audit File to store transactional information for tax reporting purposes. The
Audit File for Sales/Use is a text file that can be edited. There is a special editor for the WorldTax
Audit File that marks transactions that have been altered.

The Audit File Indicator passed to the UTL should only be True when you are sending real orders
to Taxware. It should be False when you are using Taxware to get a tax amount for quoting
purposes.

On page 3-42, replace the steps in the “To install Taxware” section with the following:

Siebel supports the use of Taxware software on the Windows NT and Solaris platforms.
For information on installing Taxware, see your Taxware documentation.

On page 3-45, add the following note before the heading, “To install Cybersource.”

NOTE: The drive on which you install Cybersource software must have a temporary directory, for
example, C:\temp. If the drive does not have a temporary directory, Cybersource will not function
correctly.

On page 3-46, “To install Cybersource,” change step 8 to read:

8 Set the variable ICSPATH to C:\Cybersource\keys.


November 30, 2000

The following documentation update applies to Siebel .COM Applications Guide versions 6.0
revision A and 6.2.

On page 3-32, “Installing Cybersource on Windows NT,” add the following note after the first
sentence:
NOTE: The drive on which you install Cybersource software must have a temporary directory, for
example, C:\temp. If the drive does not have a temporary directory, Cybersource will not function
correctly.


May 11, 2000

The following documentation updates apply to Siebel .COM Applications Guide version 6.0 only.

On page 3-32, replace step 9 with the following:
9. Repeat this procedure for other categories as needed to complete the catalog hierarchy.
On page 3-42, the procedure “To install Taxware” is valid for the Microsoft NT operating system
only. The following procedure is valid for the UNIX operating system:
To install Taxware on UNIX

    1. Install Taxware on the Siebel server.

    2. Make sure the <user’s> directory is the current directory and add the following variables
       to the <user’s> .cshrc file:

        setenv TAXWAREHOME = “Taxware_directory”
        setenv TOOLKITEXE “$TAXWAREHOME/toolkit”
        setenv TOOLKITOUT “$TAXWAREHOME/outdata”
        setenv AVPIN “$TAXWAREHOME/indata”
        setenv AVPOUT “$TAXWAREHOME/outdata”
        setenv AVPTEMP “$TAXWAREHOME/temp”
        setenv AVPAUDIT “$TAXWAREHOME/audit”
        setenv ZIPIN “$TAXWAREHOME/indata”
        setenv ZIPOUT “$TAXWAREHOME/outdata”
        setenv ZIPTEMP “$TAXWAREHOME/temp”
        setenv ZIPAUDIT “$TAXWAREHOME/audit”
        setenv STEPIN “$TAXWAREHOME/indata”
        setenv STEPOUT “$TAXWAREHOME/outdata”
        setenv STEPTEMP “$TAXWAREHOME/temp”
        setenv STEPAUDIT “$TAXWAREHOME/audit”
        setenv WTIN “$TAXWAREHOME/indata”
        setenv WTOUT “$TAXWAREHOME/outdata”
        setenv WTTEMP “$TAXWAREHOME/temp”
        setenv WTAUDIT “$TAXWAREHOME/audit”
        setenv WTDB “$TAXWAREHOME/outdata”
        setenv WTSYSTEM “$TAXWAREHOME/indata”
        setenv WTOUT “$TAXWAREHOME/outdata”
        setenv WTCOUNTRY “GB”
        setenv WTHOME “$TAXWAREHOME”
        setenv XUSERFILESEARCHPATH “$TAXWAREHOME/lang/eng/%N”
        setenv ERRMSGPATH “$TAXWAREHOME/lang/eng”

    3. Add the following to $path:

        $TAXWAREHOME
        $TAXWAREHOME/toolkit
        $TAXWAREHOME/utl.
    4. Add the following to LD_LIBRARY_PATH:

        $TAXWAREHOME/utl

    5. Save the .cshrc file.

    6. Enter the following command:
       source .cshrc

On page 3-45, the procedure “To install Cybersource” is valid for the Microsoft NT operating
system only. The following procedure is valid for the UNIX operating system:


To install Cybersource on UNIX

    1. Download the cdkperlc-sol-25-3_2_0_0.tar file from the Support Center on the
       Cybersource Web site ( http://www.cybersource.com ).
    2. Use the following command to extract the files from the tar archive:
        ./tar xvf cdkperl*.tar
    3. Enter the following command to start the installation program:
        ./install.sh
    4. Rename the library libics2.so to libics2api.so.
        You can also modify the Config:Vendor Dll user property of the Credit Card Authorization
        business service in Siebel Tools.
    5. Add to $LD_LIBRARY_PATH the full path to the directory that contains the library
       libics2api.so.
    6. Make sure the <user’s> directory is the current directory and add the following variable to
       the <user’s> .cshrc file:
        setenv ICSPATH “<full path to the directory containing Cybersource bin and keys
        subdirectories>”
Chapter 4
May 8, 2001

In .COM Applications Guide v. 6.0, on page 4-13, and in .COM Applications Guide v. 6.0 Rev A
and v. 6.2, on page 4-16, Setting Up Siebel eCollaboration, Installing the Siebel eCollaboration
Server, insert the following text after the note about uninstalling the PictureTalk server:

NOTE: Voice over IP and text chats cannot be routed using an automatic call distributor (ACD).

In .COM Applications Guide v. 6.0, on page 4-17, and in .COM Applications Guide v. 6.0 Rev A
and v. 6.2, on page 4-20,Setting Up Siebel eCollaboration, Adding Service Agents to the Web
Call Pool, insert the following text after the second paragraph:

A Web call agent can have no more than one active eCollaboration session at any time.

NOTE: You cannot use business rules to determine the destination of an eCollaboration request
based on the type of request, for example Voice over IP or text chat requests.

November 29, 2000
(Software versions 6.0, 6.0.1)

Setting Up Siebel eCollaboration
On page 4-11, “Confirming Installation Requirements,” replace the bullet points with the text
provided below:
Note that the edits describe two possible configurations: (1) all components on one computer, or
(2) the Siebel server on one computer and other components on a second computer.
    •   Siebel gateway server
    •   Siebel server
    •   Web server and Siebel Web Engine, installed on the same computer, which must meet
        the minimum requirements for the eCollaboration server. These components may be on
        the same computer as the Siebel server or on a second computer.
    •   Siebel dedicated client on the agent’s computer
    •   Siebel Call Center or Siebel Service license
    •   Siebel CTI license
    •   Siebel eService, eCustomer or another Siebel .COM application license
    •   Allaire JRun 2.3.3 license
    •   CTI middleware, if telephone functions are managed by the agent’s computer
On page 4-11, “Confirming Installation Requirements,” the paragraph below the bulleted list
should read:
The eCollaboration server is installed on the same computer on which the Web server, Siebel
Web Engine, and JRun are installed.
On page 4-11, “Confirming Installation Requirements,” note that JRun is the servlet engine
supported by eCollaboration, not the Java run-time environment.

On page 4-12, “Installing the Siebel eCollaboration Server,” replace the first paragraph
with the following:

The Siebel eCollaboration server is a software suite that supports real-time data
conferencing. It is certified for deployment only on Windows NT 4.0 with the Internet
Information Server 3.0 or 4.0. The eCollaboration server consists of the following
components:

On page 4-13, “Installing the Siebel eCollaboration Server,” replace the bulleted list
following “You must perform the following tasks” with the following:
    •   Install Allaire’s JRun.
    •   Install the Siebel eCollaboration server.
    •   Contact Siebel Technical Services to obtain the third-party license key that allows
        use of the server.
    •   If necessary, add views to the application that implements Siebel eCollaboration.
On page 4-13, “Installing the Siebel eCollaboration Server,” replace the text of the
second note with the following:
NOTE: If you have an existing installation of Pixion’s PictureTalk server or PictureTalk client, you
must uninstall it before installing the Siebel eCollaboration server. Delete the physical directory in
which the PictureTalk server or client is installed and restart the computer.
On page 4-13, “Installing the Siebel eCollaboration Server,” insert the following text
describing the JRun installation after the second note:

Installing Allaire’s JRun
Prior to installing the Siebel eCollaboration server, you must install Allaire’s JRun 2.3.3 on the
same computer on which the Siebel server, the Web server, and the Siebel Web engine are
installed.

CAUTION: If you have a previous version of JRun, you must uninstall it and delete the physical
directory from your computer. You may need to restart your machine to remove the physical
directory.

To complete the JRun installation, you must first download and install the Java Developer Kit (or
JRE) 1.1 or higher, then download the JRun 2.3.3 installer.
    •   Download the Java Developer Kit (or JRE) 1.1 or higher from
        http://www.sun.com.

    •   Download the JRun 2.3.3 installer from http://www.allaire.com/partners/oem/jrun/.
        Click the “Windows 9x/NT end-user distribution of JRun 2.3.3” link, and enter
        “jrun” for the user name and “rose10” for the password.
To install JRun 2.3.3
   1. Turn off the World Wide Publishing service if it is on.




   2. Double-click the jr233w.exe that you downloaded from Allaire.
      The JRun Welcome screen is displayed.

   3. Click Continue.
      The JRun installer unpacks as shown below.




   4. Click Yes to continue past the prompt to not install this version of Jrun over a
      previous version and to stop any running Web servers.




   5. In the Welcome dialog box, click Next.
      The Software License Agreement dialog box is displayed.

   6. Click Yes to agree to the license terms.
      The Choose Destination Location dialog box is displayed.
7. Accept the default destination folder, or browse to change it, then click Next.
8. In the View Program Folders dialog box, select the default Java Developer Kit,
   <drive letter>:\jrun\jre, which is usually the first one listed, then click Next.
9. Make the following entries in the JRun Setup Wizard dialog boxes that follow.
   Click Next to continue from each screen.

     Entry Prompt                  Recommended Entry                Comment

     JRun root directory           Accept the default, or change    If you selected the default
                                   to the root directory of your    directory in step 7, for
                                   JRun installation.               example C:\JRun, it
                                                                    should display here as
                                                                    the default.

     Select Older JRun Root        Leave text box blank.            Any older version of JRun
     directory to migrate                                           should already be
     properties                                                     removed.

     Enter Your JSM License        JR23ULW-8204057001
     Key

     Remote Admin Login info       Accept the default username
                                   and password, “admin” and
                                   “admin.”

     <CF Anywhere> mapping         Leave checkbox blank.            Siebel eCollaboration is
     selection                                                      not certified to support
                                                                    CFML pages.

     JSP Version mapping           Accept the default, “Map *.jsp
     selection                     to JSP 0.92.”


     Select a connector to         IIS/PWS 3.0/4.0
     install

     Proxy Host and Proxy Port     If you have a proxy host and
                                   proxy port, enter them, else
                                   click Next.

     IIS ‘/scripts’ directory,     Enter the correct scripts        If necessary, use the
     JRun global filter, and       directory from your              browse feature to find
     Platform                      INETPUBS directory, <drive       your scripts directory.
                                   letter>:/Inetpubs/scripts.       Click on the three dots
                                   Click to place a check in the    button to get directory
                                   JRun global filter checkbox.     structure. Click on the
                                   Select the intel-win platform.   two dots to go up one
                                                                    level in the directory
                                                                    structure and one dot to
                                                                    go to the top of the
                                                                    directory structure.

                                                                    You add the JRun global
                                                                    filter by checking the JRun
                                                                    global filter checkbox.
   10. Click OK in the dialog box confirming that a jrun.dll is added to the IIS metabase.

   11. Click Finish in the dialog box confirming that the connector configuration was
       successful.

   12. Click No to decline registering JRun, then click Finish to exit the installation.


On pages 4-13 through 4-15, “Installing the Siebel eCollaboration Server,” edit the To
install the Siebel eCollaboration server procedure as follows:

Replace Step 1 with the following:

    1. On the eCollaboration server computer, quit all open applications and stop the
       World Wide Web Publishing service.

In the Step 5 table, replace the example domain name with www.mycompany.com.
In the step 5 table, delete the row for “Siebel Install Directory” and add the row:
        Field Title              Guideline

        Virtual Directory        Enter the name of the Siebel .COM application through which
                                 you will run eCollaboration: either “eservice,” “ecustomer,” or
                                 the virtual directory for another Siebel .COM application. This
                                 entry is case-sensitive.




In Step 6, replace the second sentence with “The Siebel eCollaboration server, PictureTalk CSS
Manager, PictureTalk Meeting Manager, JRun Service Manager, and the World Wide Web
Publishing services are started.”


Delete step 7, and insert the following text, which is independent of the server installation
procedure:

The license.ini file defines to the eCollaboration server the maximum number of concurrent users.


To provide the license key to eCollaboration

    1. Submit a service request to Siebel Technical Services indicating that you need a
       license.ini file. Provide the following information:

        •   The IP address of the server that hosts the eCollaboration server. The license key is
            based on the server's IP address.
        •   The number of concurrent users you have licensed. You are provided a 20
            concurrent user version of the server. The other options are 200, 100, and 50
            concurrent user licenses.
        •   Siebel Technical Services provides the license.ini file to use at your site.

    2. Save the license.ini file to the \PictureTalk\Mgr folder in the eCollaboration server root
       directory.
On page 4-15, “Installing the Siebel eCollaboration Server,” insert the following section
before the “Installing and Configuring the Siebel eCollaboration Client” heading:
Adding Required Views
The views required to run Siebel eCollaboration must be included in the application in which you
implement eCollaboration. If you implement eCollaboration in an application other than Siebel
eService, that application likely does not include all of the required views.

Five of the required views are included with your Siebel eCollaboration license:
• Call Me Now Acknowledging View (eService)
• Call Me Now Form View (eService)
• Web Collab Acknowledging View (eService)
• Web Collab Form View (eService)
• Web Collab PTK Content View (eService)
Two of the required views may or may not be included with the Siebel .COM applications you
license. They are required to exist in the Siebel Repository File (siebel.srf) in name only, so you
can satisfy the requirement by using Siebel Tools to either create a view or change the name of
an existing view in Siebel Tools.
• FAQ List View (eService) — The view on which the Contact a Service Agent view bar entry
     appears must have this name. This is the primary view from which eCollaboration is
     accessed.
• FAQ Detail View (eService) — If a user can drill down in any way from the FAQ List View
     (eService), and you want to include Contact a Service Agent in the view bar, then the
     resulting view must have this name.
• For information about working with views, see Siebel Tools Guide.

To add required views to the application in which you implement eCollaboration

    1. Make a copy of the Siebel.Repository File (siebel.srf) in the /siebsrvr/Objects directory and
       in the /client/Objects directory.
    2. Log in to Siebel Tools as an administrator.
    3. Lock the project corresponding to the application to which you add views, for example the
       eCustomer or the eSales - Order project.
       a. Select Projects in the Object Explorer applet.
       b. Select the appropriate project in the Projects list applet.
       c.   Click the Locked field.
    4. In the Object Explorer applet, click the Expand (+) button next to Application, then select
       Screen Menu Item in its subtree.
    5. In the Applications list applet, select the appropriate application, for example Siebel
       eCustomer or Siebel eSales.
    6. Determine and note the screen in which to include the eCollaboration feature by
       examining the list in the Screen Menu Items list applet. For example, you could include
       eCollaboration in the eSales Orders Screen.
    7. In the Object Explorer applet, click the Expand (+) button next to Screen, then select
       Screen View in its subtree.
    8. In the Screens list applet, select the screen you noted in Step 6.
    9. Click the Screen Views list applet to make it active, then add each of the following views, if
       it is not already listed, by in turn choosing Edit → New Record.
         • Call Me Now Acknowledging View (eService)
•   Call Me Now Form View (eService)
•   Web Collab Acknowledging View (eService)
•   Web Collab Form View (eService)
•   Web Collab PTK Content View (eService)
•   FAQ Detail View (eService)
•   FAQ List View (eService)
    10. Choose Repository → Compile to compile the locked project to the Siebel.srf file in the
        /client/Objects directory.
    11. Using your NT Services control panel, stop these services in the following order:
         • IIS Admin Services (which stops the World Wide Web Publishing service)
         • JRun Service Manager
         • PictureTalk CSS Manager
         • PictureTalk Meeting Manager
         • Siebel Server
         • Siebel Gateway Name Server




     12. Copy the siebel.srf file that you compiled in Step 10 from the /client/Objects directory to
         the /siebsrvr/Objects directory.
     13. Restart the services in the following order:
          • Siebel Gateway Name Server
          • Siebel Server
          • World Wide Web Publishing
          • JRun Service Manager
          • Picture Talk CSS Manager
          • Picture Talk Meeting Manager

On page 4-16, “Installing and Configuring the Siebel eCollaboration Client,” insert the
following note before the To install the Siebel eCollaboration client procedure:

NOTE: If running setup.exe from the CD in the following procedure produces an error,
copy the setup.exe file to your desktop and run it from there.
On page 4-16, “Installing and Configuring the Siebel eCollaboration Client,” edit the To
install the Siebel eCollaboration client procedure as follows:

Append the following steps after Step 3:

      4. Stop, then start your Siebel Gateway Name Server and Siebel Server services.

      5. Verify that your Siebel dedicated client is enabled for CTI.

         a. In the Start → Programs menu, right click the icon for the PictureTalk client,
            then click Properties.

         b. Add the switch, /CTI, to your target.
    6. In the Siebel dedicated client, choose Screens → Server Administration →
       Enterprise Configuration → Enterprise Component Groups, then select Web
       Collaboration on the Enterprise Component Groups list applet and click the
       Enable button.




On page 4-17, “Adding Service Agents to the Web Call Pool,” insert the following note before the
paragraph beginning with “For more information about CTI configuring”:
NOTE: An agent cannot control telephone calls with the CTI toolbar if CTI middleware is not
installed. The telephone option is displayed to customers even though it is not available. In the
TODO_TYPE list of values, uncheck the Active field in the record with Display Value “Telephone”
to remove Telephone from the picklist displayed to customers in the Contact a Service Agent
form applet.


On page 4-17, “Adding Service Agents to the Web Call Pool,” insert the following after the
paragraph beginning with “For more information about CTI configuring”:
For information about modifying a list of values, see Siebel Applications Administration Guide.
On page 4-18, “Adding Service Agents to the Web Call Pool,” append the following steps to the
To make an agent eligible to receive Web calls procedure:

    6. Reconnect as the designated agent.

    7. Choose View → Options.
      The Options dialog box is displayed.
    8. Click on the Message Broadcasting tab, then make sure the Show message bar
      checkbox is checked and new messages are checked for at an appropriate
      frequency, for example every five seconds.




    Append the following Configuring and Troubleshooting information at the end of the
    eCollaboration section:

Configuring eCollaboration
Changing the Domain Associated with eCollaboration

When you install the eCollaboration server, you must enter the domain on which you run your
eCollaboration server. You must use this domain unless you change it in the config.properties
file. You must change the config.properties file even if you change your Hosts file, located in the
/WinNT/system32/drivers/etc directory, to read a different name mapped to the same IP address
as your domain.

To change the eCollaboration domain, you must do the following tasks:

•   Edit domain parameters in the config.properties file
•   If necessary, edit the Hosts file to map the IP address of the eCollaboration server to the
    domain name

Editing Domain Parameters in the Config.properties File

You must change two parameters in the config.properties file, located in the
PictureTalk/WebSurfer directory on your eCollaboration server.

To edit domain parameters in the config.properties file
1. Open the config.properties file in a text editor.
   |




2. Locate the two sections similar to the following. In each, replace the bracketed expression
   with the domain of the computer with which you want to use eCollaboration, for example,
   www.mycompany.com.
    •  ## domain name, including the port, if any, where the WebSurfer Web server is running
       domainName=http://<domain name>
   • ## default URL i.e. the URL that the WebSurfer initially displays
       defaultUrl=http://<domain name>/WebSurfer/wait.html
3. Save the file.
4. Stop, then restart the PictureTalk CSS Manager and PictureTalk Meeting Manager services.

NOTE: You must use this exact domain name when you enter the domain name on your browser.

Mapping the IP address of the eCollaboration Server to the Domain Name

The Hosts file is located in the WINNT\System32\drivers\ directory. In the Hosts file, you must
map the IP address of the eCollaboration server machine to its domain name. If the domain
name is not in the Hosts file, you must add it.
To map the IP address of the eCollaboration server to the domain name, follow the directions in
the Hosts file, as shown below, then restart the eCollaboration machine and start the PictureTalk
CSS Manager and PictureTalk Meeting Manager services.
Changing the Application in Which eCollaboration is Implemented

During installation of the eCollaboration server, you are required to enter a virtual directory that
specifies the dot com application with which you run the eCollaboration server. eCollaboration
works only with this application.

To change the application with which eCollaboration works, you must do the following tasks:

•   If necessary, add required views to the application
•   If necessary, change the domain
•   Change the virtual directory
•   Copy the new Siebel Repository File to appropriate locations
Adding Required Views

The views required to run eCollaboration must be included in the application in which you want to
implement eCollaboration. You must add any of the required views that are not already included
in the application.

For information about adding required views to eCollaboration, see the “Setting Up Siebel
eCollaboration” topic in this documentation update.

Changing the Domain

You may have to change the domain associated with eCollaboration.
For information about changing the domain associated with the eCollaboration server, see the
“Configuring eCollaboration” topic in this documentation update.

Changing the Virtual Directory

You must edit three files to include the virtual directory of the Siebel .COM application in which
eCollaboration is implemented. To determine the virtual directory name for a Siebel .COM
application, see the eCollaboration section of the Siebel .COM Applications Guide for your
particular Siebel applications suite.
To change the virtual directory
1. Open the Ptkfile.in file, located in the PictureTalk\ PictureTalk\ptk-apps\meetings directory, in
   a text editor.
2. Edit the “action” parameter by replacing the virtual directory name, then save the file. In the
   example shown below, “ecustomer” is the virtual directory for Siebel eCustomer.
3. Open the Cjoin.ini file, located in the PictureTalk\ PictureTalk\ptk-apps\meetings\cgi-bin
   directory, in a text editor.
4. Edit the “siebel_vdir” parameter by replacing the virtual directory name, then save the file. In
   the example shown below, “ecustomer” is the virtual directory for Siebel eCustomer.

    NOTE: The virtual directory name must contain at least eight characters.


Copying the Siebel Repository File

You must copy the Siebel Repository File to appropriate locations.
To copy the new Siebel Repository File to appropriate locations
1. Using your NT Services control panel, stop these services in the following order:
    •   IIS Admin Services (which stops the World Wide Web Publishing services)
    •   JRun Service Manager
    •   PictureTalk CSS Manager
    •   PictureTalk Meeting Manager
    •   Siebel Server
    •   Siebel Gateway Name Server
2. Copy the siebel.srf file that you compiled in the “To add required views to the application in
   which you implement eCollaboration” procedure from the /client/Objects directory to the
   /siebsrvr/Objects directory.
3. Restart the services in the following order:
    •   Siebel Gateway Name Server
    •   Siebel Server
    •   World Wide Web Publishing Services (which starts IIS Admin Services)
    •   JRun Service Manager
    •   Picture Talk CSS Manager
    •   Picture Talk Meeting Managers
You can now use eCollaboration with the new application or with the original application.


Troubleshooting eCollaboration

Problems                       Potential Causes             Fixes
After submitting an            The Web Collaboration        Enable the Web Collaboration server
eCollaboration request by      Server component is not      component. For information about
clicking Save on the Contact   enabled.                     enabling server components, see
a Service Agent form applet,                                Siebel Server Administration Guide.
the customer sees the
following error message:
“Unable to load message
0x8114 Parameter 1 =
ssscmesrvr”
Problems                         Potential Causes              Fixes
                                 SRM Synch is not              Synchronize the batch components,
                                 synchronized.                 then stop and restart the Siebel
                                                               server.
                                                               For information about synchronizing
                                                               server components, see Siebel Server
                                                               Administration Guide.
The customer receives the        The license.ini is invalid.   To provide the license key to
following error after clicking                                 eCollaboration
the Request Web                                                1. Submit a service request to Siebel
Collaboration link:                                               Technical Services indicating that
                                                                  you need a license.ini file. Provide
“Your system is not on the
                                                                  the following information:
access list for contacting the
meeting manager; contact                                          a. The IP address of the server
the site administrator for                                           that hosts the eCollaboration
assistance.”                                                         server. The license key is based
                                                                     on the server's IP address.
                                                                  b. The number of concurrent users
                                                                      you have licensed. You are
                                                                      provided a 20-concurrent user
                                                                      version of the server. The other
                                                                      options are 200-, 100-, and 50-
                                                                      concurrent user licenses.
                                                                  Siebel Technical Services provides
                                                                  the license.ini file to use at your
                                                                  site.
                                                               2. Save the license.ini file to the
                                                                  \PictureTalk\Mgr folder in the
                                                                  eCollaboration server root
                                                                  directory.
                                 PictureTalk NT services       Stop, then restart the PictureTalk
                                 are not registering the       Services, Siebel Server, and Gateway
                                 license.ini file.             Server. Start them in the following
                                                               order:
                                                               • Gateway
                                                               • Siebel Server
                                                               • PictureTalk CSS Manager
                                                               • PictureTalk Meeting Manager
                                                               For information about starting servers,
                                                               see Siebel Server Administration
                                                               Guide.
Problems                      Potential Causes           Fixes
An agent fails to receive     Message broadcasting is    An administrator must turn the
Web collaboration requests.   not polling.               message bar on by setting the Always
                                                         Show Message Bar Alerts system
                                                         preference to TRUE.
                                                         For information about setting system
                                                         preferences, see Siebel Applications
                                                         Administration Guide.
                                                         The agent must set view options to
                                                         show the message bar.
                                                         To set view options to show the
                                                         message bar
                                                         1. Choose View         Options
                                                             The Options dialog box is
                                                             displayed.
                                                         2. Click the Message Broadcasting
                                                             tab.
                                                         3. Make sure that the Show
                                                             message bar check box is
                                                             checked, and that the checking
                                                             interval is every five seconds or
                                                             so, then click OK.
                                                             The message bar is displayed at
                                                             the bottom of the screen.

                              The agent is not logged    To log in as a valid Web call agent
                              in as a valid Web call     1. Choose Screens
                              agent.                         Communications Administration
                                                                 CTI   All Agents to access the
                                                             All Agents View.
                                                         2. Check the agents marked as Web
                                                             call agents
                                                         3. Log in as one of those agents.

                              The agent is logged into   Confirm that the agent is logged into
                              the wrong database.        the correct database. If not, log into
                                                         the correct database.
Problems                     Potential Causes            Fixes
                             SRMSynch is not             Enable the Server Request Manager
                             enabled.                    component.
                                                         To enable the Server Request
                                                         Manager component
                                                         1. Choose Screens         Server
                                                             Administration      Enterprise
                                                             Configuration      Enterprise
                                                             Component Groups.
                                                             The Component Group
                                                             Components view is displayed.
                                                         2. In the Enterprise Component
                                                             Groups list applet, click the
                                                             System Management component
                                                             group to select it.
                                                         3. In the Component Group
                                                             Component Configuration list
                                                             applet, click the Server Request
                                                             Manager component to select it.
                                                         4. If the Enable state field of the
                                                             Server Request Manager
                                                             component has the value
                                                             “Enabled”, click Disable to the
                                                             right of the Enterprise Component
                                                             Groups applet title.
                                                             The Enable state field for the
                                                             Server Request Manager
                                                             component now has the value
                                                             “Disabled.”
                                                         5. Click Enable to the right of the
                                                             Enterprise Component Groups
                                                             applet title.
                                                             The Enable state field for the
                                                             Server Request Manager
                                                             component now has the value
                                                             “Enabled.”
                                                         6. Stop, then restart the Siebel
                                                             server.

                             The CTI tool bar is not     Prior to launching the Siebel
                             enabled.                    dedicated client, add the switch, /CTI,
                                                         to the target line in the properties for
                                                         the dedicated client icon in the Start
                                                             Programs menu.

After an agent clicks the    The eCollaboration client   Uninstall and re-install the
Web Call button, the         is not installed on the     eCollaboration client.
eCollaboration session       agent’s computer, or the    To uninstall the eCollaboration client,
starts, but no Web page is   eCollaboration client did   choose Start     Programs
displayed.                   not install successfully.   PictureTalk     Communicator
                                                         Uninstall Communicator.
                                                         For information about installing an
                                                         agent’s eCollaboration client, see the
                                                         section on eCollaboration in Siebel
                                                         .COM Applications Guide.
Problems   Potential Causes            Fixes
           JRun did not install        To check that the JRun servlet
           properly.                   engine is installed properly
                                       1. Open a browser and enter the
                                            following address:
                                            <hostname>/servlet/CSRLogin?ID
                                            =random
                                            where random is any number.
                                       2. Open a second browser and enter
                                            the following address:
                                            <hostname>/servlet/CustomerLog
                                            in?ID=random
                                            where random has the same
                                            value as in step 1.
                                       3. If both browsers attempt to open a
                                            co-browser, the JRun servlet
                                            engine is properly installed.
                                       If JRun did not install properly,
                                       uninstall and reinstall JRun, then stop
                                       and restart IIS Admin Services.
                                       For information about installing JRun,
                                       see the Installing eCollaboration
                                       section of this documentation update.
           JRun did not register the
                                       To confirm the Java class path
           Java Class Path for the
           WebSurfer.                  1. Choose Start         Programs
                                           JRun      JRun Administrator.
                                           The JRun Administrator window is
                                           displayed.
                                       2. In the JRun Service Manager
                                           Installation field, select jsn-
                                           default, then click Configure.
                                       3. Click the General tab, then click
                                           the Java tab.
                                       4. Make sure the Java class path
                                           matches the following, where “C:/”
                                           can be replaced by the path to the
                                           directory containing the
                                           PictureTalk directory.
                                            C:/PictureTalk/Websurfer
                                       5. Click Save, then click OK in the
                                           Settings Successfully Saved
                                           dialog box.
                                       6. Click Close, then click Close
                                           again.
                                       7. Stop, then restart the JRun
                                           Service Manager service.
           PictureTalk services        Make sure that the following services
           failed to start.            are started:
                                       • PictureTalk CSS Manager
                                       • PictureTalk Meeting Manager

           JRun is not started.        Start the JRun Service Manager
                                       service.
Problems                      Potential Causes             Fixes
                              The domain name in the       Change the domain in the
                              config.properties file is    config.properties file, located in the
                              incorrect.                   PictureTalk/WebSurfer directory.
                                                           Open the file in a text editor. The
                                                           value for the domainName parameter
                                                           should be of the form
                                                           http://<domain name>, for example
                                                           http://www.mycompany.com.

The Web Call button blinks    The agent did not sign off   After the Java error appears, click the
when the agent enters the     of eCollaboration before     Web Call button to sign off of
Siebel application, and       closing the most recent      eCollaboration.
when the Web Call button is   session on the Siebel
clicked, a Java error         application.                 On subsequent Web call requests,
displays.                                                  use the following guideline: Click the
                                                           Web Call button to initiate the
                                                           meeting. When the session is done,
                                                           be sure to click the Web Call button
                                                           again to become available to take
                                                           calls.

The Web Call button blinks    The eCollaboration view      Add the eCollaboration view to a
continuously.                 is not included in the       responsibility for this agent.
                              agent’s responsibilities.
                                                           To add the eCollaboration view to a
                                                           responsibility
                                                           1. Choose Screens         Application
                                                               Administration     Responsibilites.
                                                               The Responsibilities view is
                                                               displayed.
                                                           2. In the Responsibilities list applet,
                                                               select a responsibility.
                                                           3. Click the Views list applet to
                                                               make it active.
                                                           4. Choose Edit      Add New Record.
                                                               The Add Views dialog box is
                                                               displayed.
                                                           5. Select the eCollaboration view,
                                                               click Add, then click Close.
Problems                      Potential Causes                Fixes
The Web Call button blinks    The agent did not sign off of   After the Java error appears, click
when the agent enters the     eCollaboration before           the Web Call button to sign off of
Siebel application, and       closing the most recent         eCollaboration.
when the Web Call button is   session on the Siebel
clicked, a Java error         application.                    On subsequent Web call requests,
displays.                                                     use the following guideline: Click
                                                              the Web Call button to initiate the
                                                              meeting. When the session is
                                                              done, be sure to click the Web Call
                                                              button again to become available
                                                              to take calls.

The Web Call button blinks    The eCollaboration view is      Add the eCollaboration view to a
continuously.                 not included in the agent’s     responsibility for this agent.
                              responsibilities.
                                                              To add the eCollaboration view
                                                              to a responsibility
                                                              1. Choose Screens         Application
                                                                  Administration
                                                                  Responsibilites.
                                                                  The Responsibilities view is
                                                                  displayed.
                                                              2. In the Responsibilities list
                                                                  applet, select a responsibility.
                                                              3. Click the Views list applet to
                                                                  make it active.
                                                              4. Choose Edit       Add New
                                                                  Record.
                                                                  The Add Views dialog box is
                                                                  displayed.
                                                              5. Select the eCollaboration view,
                                                                  click Add, then click Close.
Chapter 5
September 4, 2001

On page 5-18, in the table of fields in the Partner record, replace the information about the
Partner Organization Unit field with the following:
                 Field                   Description

                 Partner Organization    Choose the division that you created to represent this partner
                 Unit                    company.



April 27, 2001

On page 5-10, the text should read:
"For example, if a partner company is part of a multidivision organization, you can assign
opportunities to the individual who is the delegated administrator at the partner company, or to
any employee of the partner company who has responsibility for reassigning opportunities, and
that person can assign them to the appropriate employees there.
"If a partner company is in an organization of its own, you can either assign opportunities to the
individual who is the delegated administrator at the partner company, or you can assign
opportunities to the organization without needing to track which individual is responsible for
reassigning opportunities."
On page 5-14, the descriptions of the Parent Division and the Organization fields should be
changed, as follows:
                 Field                   Description

                 Parent Division         Choose the channel partner organization of which this division
                                         is a part.

                 Organization            This field is automatically populated with the name of the
                                         organization you chose in the Parent Division field.


On p. 5-47, add the following text:
Siebel eChannel uses two types of catalogs:
    •    The simple price list that is displayed when the channel partner clicks the Catalog tab.
         This catalog is not restricted by price list. It shows categories and products based on
         organizational visibility.
    • The multimedia catalog that is displayed when the channel partner clicks the Quotes tab.
         This catalog is restricted by price list.
Any discussion about how catalogs are restricted by price list refers only to the multimedia
catalog.
On page 5-68 to 5-70, delete the section " Analyzing a Channel Partner Employee’s
Performance."
There is no replacement text.

								
To top