Desktop IntegrationSiebel Agent GuideSiebel Innovation Pack 2017July 2017

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ContentsDesktop Integration Siebel Agent Guide 1Chapter 1:What’s New in This ReleaseChapter 2:Desktop Integration Siebel Agent OverviewDesktop Integration Siebel Agent FrameworkSupported Platforms and ClientSupported Features 8Chapter 3:77Installing Desktop Integration Siebel AgentDISA Installation Process9Downloading the DISA Installer9Installing and Configuring DISA9Installing GUI Based DISA 9Verifying DISA Installation Folder 10Enabling DISA in Mozilla Firefox 11Verifying the DISA Installation 11Re-configuring DISA 12Troubleshooting DISA 12Deploying DISA to Siebel Desktops13Deploying DISA on Multi-User Environments14Applicable Patches 14DISA Deployment Process on a Multi-User Environment14Upgrade DISA17Uninstall DISA17Chapter 4:Generating and Deploying DISA CertificateSetting Up DISA Environments and Generating DISA CertificatesEnabling DISA for Siebel HTTPS Environment 19CA Signed DISA Certificate Generation and Deployment ProcessChapter 5:21DISA Supported FeaturesInline Attachment EditingHow it Works192525Desktop Integration Siebel Agent Guide Siebel Innovation Pack 20173

Contents Applicable Releases 26Inline Attachment Editing FeaturesEditing an Inline Attachment 27Viewing files 28F9/Microsoft Outlook IntegrationHow it Works 29Applicable Releases2829Configuring CTI Hoteling TelesetsHow it Works 31Applicable Releases273132Web Notifications for Siebel CTI32How it Works 33Web Notifications Display ConfigurationsApplicable Releases 33Web Notifications Functionality 34Browser Add-ons 36Batch Fulfillment PrintingApplicable Releases333637Index4Desktop Integration Siebel Agent Guide Siebel Innovation Pack 2017

1What’s New in This ReleaseWhat’s New in Desktop Integration Siebel Guide, Siebel InnovationPack 2017Table 1 lists the changes described in this version of the documentation to support this release of thesoftware.NOTE: Siebel Innovation Pack 2017 is a continuation of the Siebel 8.1/8.2 release.Table 1.New Product Features in Desktop Integration Siebel Agent Guide, Siebel Innovation Pack2017TopicDescriptionInline Attachment Editing onpage 25The application now auto detects DISA when users access a fileattachment and enables the Inline Attachment Editing feature.the feature also supports viewing multiple files at once.Web Notifications for Siebel CTI onpage 32DISA now supports Web Notifications on IE browser. Customerscan use the IE Web Notifications feature built on DISA withouta need to install IE Web Notifications third-party IE add-on.DISA Deployment Process on aMulti-User Environment onpage 14DISA can now be deployed on multi-user environment whereevery one instance of DISA supports a unique port number foreach user on the same machine.Desktop Integration Siebel Agent Guide Siebel Innovation Pack 20175

What’s New in This Release 6Desktop Integration Siebel Agent Guide Siebel Innovation Pack 2017

2Desktop Integration SiebelAgent OverviewSiebel CRM depends on Java applets to support key desktop integration features. However, browsersupport for the Netscape PlugIn Application Programming Interface (NPAPI) was discontinuedbecause of performance and security issues. The Desktop Integration Siebel Integration (DISA)replaces NPAPI in Siebel CRM. It includes the following topics: Desktop Integration Siebel Agent Framework on page 7 Supported Platforms and Client on page 7 Supported Features on page 8Desktop Integration Siebel AgentFrameworkThe Desktop Integration Siebel Agent (DISA) is a generic framework that is based on the WebSocketprotocol. It can be used with the following Siebel Innovation Packs: Siebel Innovation Pack 2014, Patchset 15 or later (version.14.15 or later) Siebel Innovation Pack 2015, Patchset 9 or later (version 15.9 or later) Siebel Innovation Pack 2016 Siebel Innovation Pack 2017The DISA framework consists of two key components:1WebSocket Client: Implemented in the OpenUI application in the browser.2WebSocket Server: Installed on the agent workstation. It is the interface between OpenUI andworkstation native access.Supported Platforms and ClientDISA can be installed and run on Microsoft Windows and supports the Microsoft Windows version ofSiebel Web Client.DISA also provides backward compatibility through an internal component version scheme. Thecompatibility check happens when the component is invoked to determine whether a client and aserver are compatible.For additional information on feature support and DISA extensibility, refer to the DISA DevelopmentGuide.Desktop Integration Siebel Agent Guide Siebel Innovation Pack 20177

Desktop Integration Siebel Agent Overview Desktop Integration Siebel AgentFrameworkSupported FeaturesDISA supports the following features: Inline Attachment Editing on page 25 F9/Microsoft Outlook Integration on page 28 Configuring CTI Hoteling Telesets on page 31 Web Notifications for Siebel CTI on page 32 Batch Fulfillment Printing on page 36NOTE: Siebel for Outlook Drag and Drop feature does not rely on DISA framework. The MicrosoftOutlook to Siebel OpenUI Drag and Drop Installer is available on My Oracle Support. Refer toMicrosoft Outlook to Siebel Open UI Drag and Drop (Doc ID 2117212.1).For Open UI F9/MS Outlook Integration please refer to Siebel CRM Open UI F9/Microsoft OutlookIntegration (Doc ID 2117013.1).8Desktop Integration Siebel Agent Guide Siebel Innovation Pack 2017

3Installing Desktop IntegrationSiebel AgentThis chapter includes the following topics: DISA Installation Process on page 9 Downloading the DISA Installer on page 9 Installing and Configuring DISA on page 9 Deploying DISA to Siebel Desktops on page 13 Deploying DISA on Multi-User Environments on page 14 Upgrade DISA on page 17Uninstall DISA on page 17DISA Installation ProcessTo install and Deploy DISA, perform the following tasks:1Downloading the DISA Installer on page 92Installing and Configuring DISA on page 93Deploying DISA to Siebel Desktops on page 13Downloading the DISA InstallerThe Desktop Integration Siebel Agent (DISA) Installer is available on My Oracle Support.Installing and Configuring DISATo install and configure DISA, perform the following tasks:1Installing GUI Based DISA on page 92Verifying DISA Installation Folder on page 103Enabling DISA in Mozilla Firefox on page 114Verifying the DISA Installation on page 115Re-configuring DISA on page 12Installing GUI Based DISADISA is installed in the following two modes:Desktop Integration Siebel Agent Guide Siebel Innovation Pack 20179

Installing Desktop Integration Siebel Agent Installing and Configuring DISA GUI mode: Takes through a step-by-step user interface for installation. GUI mode can be alsoused to create a response file, which is used while deploying DISA on Agent desktops. Silent mode: Uses the response file to deploy DISA on Agent desktops. For more information,see Deploying DISA to Siebel Desktops on page 13.To install DISA in the GUI mode:1After you download the latest DISA version, double-click on theDesktop Integration Siebel Agent.exe to run the DISA Installer.2Select an appropriate location for installation.3In the Configure DISA screen, enter the following:4 Port Number: a valid and unique port number within the specified range. The default portnumber is 18443. White List: a list of domains names using semicolons (;) as separators.In the DISA Certificate screen, select one of the two options: Option 1: Generate Keystore and Certificate (recommended for the first time setup)Generates keystore (disa.jks) and certificate (disa.der)Creates files in " CURRENT DISA HOME /DesktopIntSiebelAgent" Option 2: Generate Certificate Using Existing KeystoreCreates a new certificate (disa.der) from an existing keystore file (disa.jks)Copies both keystore (disa.jks) and certificate (disa.der) in " CURRENT DISA HOME /DesktopIntSiebelAgent"5In the Choose Shortcut Folder screen, choose where to add shortcuts for the DISA application(Desktop Integration Siebel Agent) and the uninstaller (Change DISA Installation)6In the Pre-Installation Summary screen, click the Installation. The installation begins.7In the Install Complete screen, click Done.Verifying DISA Installation FolderNavigate to the DISA folder and drill down to verify that it contains the the following sub-folders andfiles Folder Name: 10DesktopIntSiebelAgentSub folders names: lib log pluginsDesktop Integration Siebel Agent Guide Siebel Innovation Pack 2017

Installing Desktop Integration Siebel Agent Installing and Configuring DISA config.propertiesFile Names: disa.der disa.exe disa.jksEnabling DISA in Mozilla Firefox1Make sure DISA is running.2Open Mozilla Firefox, and then from the Tools menu, select Options.3Navigate to Advanced, and then to the Certificates tab.4Click View Certificates.5In the pop-up window, select the Servers tab.6Select the default localhost 18443 and click Add Exception. .7In the Add Security Exception window, in the Location field, enter the following address:https://localhost:18443.NOTE: The port 18443 must be changed to the port number which you configured for disa.exein file.8Click Get Certificate, and then Confirm Security Exception.You will find a new record is added in the Servers tab.Verifying the DISA InstallationIn the Task Tray, verify whether the DISA icon displays as shown:Desktop Integration Siebel Agent Guide Siebel Innovation Pack 201711

Installing Desktop Integration Siebel Agent Installing and Configuring DISARe-configuring DISANOTE: After modifying the file, DISA needs to be restarted for the changes to takeeffect.To re-configure DISA after installation1Navigate to the DISA Install folder and open the file.aIn the file, configure the following:Add the server hostname (without the port number), then the separate server names usingsemi-colons (;) as separators. For example:whiteList;;2ndexample.comFor example: whiteList;slc02kfoport 18443You can update Whitelist information as needed.Troubleshooting DISATo troubleshoot DISA, set the Log Level.NOTE: Setting of the log level is required only for troubleshooting if DISA is not functioning properly.1Navigate to the DISA Install folder and open the file.2Add the log level value. For example, to set the log level to 8, add the following in theconfig.propertiesfile: logLevel 8The following are the statuses for each log level:12Log NER7FINEST8ALLDesktop Integration Siebel Agent Guide Siebel Innovation Pack 2017

Installing Desktop Integration Siebel Agent Deploying DISA to Siebel Desktops3Check the log file after the log level is reset.Deploying DISA to Siebel DesktopsPerform the following steps to deploy DISA to agents' desktops1Generate a response file:aRun the following command in a command line window:Desktop Integration Siebel Agent.exe -r d:\resp.txtb2Finish the installation steps as described in Installing GUI Based DISA on page 9. All the userselection and inputs will be recorded in the response file D:\resp.txt.On the agent’s desktop machines, perform DISA Silent Mode Installation. In a command linewindow, run the following:Desktop Integration Siebel Agent.exe -i silent -f d:\resp.txtThis command will launch DISA installer in silent mode using the recorded user inputs in theD:\resp.txt file.NOTE: Depending on the corporate policy, customers can skip certificate import and use othermeans to import the certificate into the Trusted Root on agents' desktop machines.To skip certificate import, the recommended install steps for Administrator are:aRun the DISA Installer once; choose Generate Keystore and Certificate in the DISA Certificatepanel.bFind and copy disa.jks and disa.der files in the DISA install folder \DesktopIntSiebelAgent.cRecord a response file by running the following command:Desktop Integration Siebel Agent.exe -r d:\resp.txt Choose Generate Certificate Using Existing Keystore and specify the Keystore Locationpath to disa.jks, which was copied from the Step b. Clear the Import Certificate into Trusted Root check box. Deploy the disa.der certificate, which was copied from step #b to agents' machine by anyother means. To deploy DISA on agents' machines, run the command:Desktop Integration Siebel Agent.exe -i silent -f d:\resp.txtThe administrator can also modify the variable USER INPUT KEY LOC in the response fileand specify the disa.jks location as needed.NOTE: Companies that have policies that restrict the use of self-signed certificates, refer to CASigned DISA Certificate Generation and Deployment Process on page 21.Desktop Integration Siebel Agent Guide Siebel Innovation Pack 201713

Installing Desktop Integration Siebel Agent Deploying DISA on Multi-UserEnvironmentsDeploying DISA on Multi-UserEnvironmentsDesktop Integration Siebel Agent (DISA) provides background service for Siebel application bylistening to a local port. However, on multi-user environments, because of system limitation, a DISAinstance cannot share the same port for different users. Each instance of DISA requires a unique portnumber for each user on the same machine.In a multi-user environment, DISA and Siebel server each can use a file to maintain the user-portmap in place of the file and system preferences.The deployment of DISA on a multi-user environment involves the following:1Deploy DISA on Agent machines.2Make configurations on the Siebel server side.Applicable Patches Desktop Integration Siebel Agent 2.17.4 or later Siebel Innovation Pack 2016, Patchset 12 or later (version 2016.12 or later) Siebel Innovation Pack 2017DISA Deployment Process on a Multi-User EnvironmentPerform the following tasks to deploy DISA on a multi-user environment:1Preparing the Port List on page 142Configuring DISA on an Agent Machine on page 163Installing Patch for Siebel Server on page 16Preparing the Port ListThe administrator assigns each agent a port number. Normally the range of port number is 1 to65535, of which some numbers may be reserved. Choose valid port number and ensure that it doesnot conflict with other service on agents' machine. For agents who may have logged in to the sameterminal server, each agent must have a unique port number to avoid conflict with that of others.An agent will have in the following accounts in the two port lists where the agent's port number mustbe consistent in both the lists. Windows user account Siebel user accountWindows User to Port (For DISA)14Desktop Integration Siebel Agent Guide Siebel Innovation Pack 2017

Installing Desktop Integration Siebel Agent Deploying DISA on Multi-UserEnvironments This file must be a text file; contain agent's window user names in uppercase; the port numberassigned to the agent and connected with Equal to ( ). Each record takes a single line as follows: WINDOWS USER NAME port number NOTE: In Windows, open a command line window and run the following command:echo %username% It will print the current user name, use this name in uppercase as the Windows user name in thelist. C:\Users\winuser1 echo %username% winuser1 Windows user name is case insensitive, but for consistency, the port list accepts only uppercaseWindows user name. For example:WINUSER1 18445WINUSER2 18446WINUSER3 18447WINUSER4 18448WINUSER5 18449WINUSER6 18450 Siebel User ID to Port (For Siebel Server) This file must be a text file; contain the agent's Siebel user ID in uppercase; the port numberassigned to the agent and connected with Equal to ( ). Each record takes a single line asfollowing: SIEBEL USER ID port number NOTE: In Siebel application, go to Administration - User view and then Employees view. The UserID filed value must be used as the Siebel user ID in uppercase. Siebel User ID accepts uppercase only. For example:SIEBELUSER1 18445SIEBELUSER2 18446SIEBELUSER3 18447SIEBELUSER4 18448SIEBELUSER5 18449SIEBELUSER6 18450 Desktop Integration Siebel Agent Guide Siebel Innovation Pack 201715

Installing Desktop Integration Siebel Agent Deploying DISA on Multi-UserEnvironmentsConfiguring DISA on an Agent Machine1Install and configure DISA. Refer to Installing and Configuring DISA on page 9. For multi-userenvironment, users on the same machine can share one DISA installation.2Configure DISA for multi-user environment. Do the following:aOpen the DISA Install Dir \DesktopIntSiebelAgent folder.bOpen the file with a text editor and add the following line:portListPath path to port list file 3Replace the place holder path to port list file with the path that points to the Windows userto port file from the previous step. The path can point to a shared location.NOTE: If the path contains a back slash (\), replace the single back slash with a forward slash(/) or a double back slash (\\).Every time DISA starts, it will try to find the port number with the current Windows user name,if no such record is found, DISA will use the port number that is specified in the config.propertiesfile.To verify the change, set logLevel to 8 and restart DISA. In the newest DISA log file, you will seea log entry similar to this:2017-01-19 10:52:37.623:INFO:info: Start server @ if the port number is correct.NOTE: The portListPath property must be applied only to DISA for multiple-user environmentagents. It is not recommended for regular environments.Installing Patch for Siebel ServerInstall the Siebel IP2016 patchset 12 on the Siebel server using the following instructions:116Add System PreferenceaLog in to Siebel with administrative privileges.bGo to Administration - Application, and then to System Preference.Desktop Integration Siebel Agent Guide Siebel Innovation Pack 2017

Installing Desktop Integration Siebel Agent Upgrade DISAcAdd a new System Preference:Name: DISAPortListPathValue: The path to the Siebel user ID to port list file in previous steps.Make sure the path is accessible to the Siebel server machine. Bounce the server to makethe change take effect.To verify the change, log in to a Siebel application with a Siebel User ID, from the list file. IfDISA is running and configured, you will be able to use DISA functionalities. If DISA is notrunning, you will see the following message in the browser console:WebSocket connection to ‘wss://localhost:18443/’ failed:Error in connectionestablishmentCheck the wss://localhost: port , to see if the port number is correct in this message.Upgrade DISAThe DISA installer can automatically detect a DISA installation on a machine. If the DISA installerdetects an older version, it prompts the user to upgrade to the current installed version of DISA.In upgrade mode, DISA installer will pick up install settings from the previous DISA installation, userinput is not required in upgrade mode.TIP: Exit DISA before upgrading to avoid restarting the machine during or after the upgradeprocess.After the upgrade process is complete, the configuration file, key store file, and custom plugins fromthe old DISA installation are retained.Uninstall DISA1Locate the DISA Uninstaller Change DISA Installation.exe.2Double-click on the DISA uninstaller - Change DISA Installation.exe file to begin the process ofuninstallation.NOTE: At any point during the uninstall process, if you choose to cancel the uninstallation andclose the wizard, an alert dialog box will appear. Select Quit to exit. To continue withuninstallation, click Resume.Desktop Integration Siebel Agent Guide Siebel Innovation Pack 201717

Installing Desktop Integration Siebel Agent Uninstall DISA3In the Configure DISA wizard, the default selection is Uninstall Product. Click Next to continuethe uninstallation.On selecting Repair Product, the wizard repair process checks the DISA installation steps onceagain and corrects the missing files and key store problems, if any.4Click Next in the Uninstall DISA screen. The uninstallation begins.5In the Uninstall Complete screen, if DISA files are still in use, there will be a prompt to restartthe system and the option Yes, restart my system is selected by default. The system restart isrequired if DISA is still running during the uninstall process and the uninstaller could not removesome files that are still in use.Select, No, I will restart myself to continue with your work. The uninstalled files will be removedthe next time the system restarts.Click Done. Based on the option selected, the system either restarts or the Configure DISA wizardcloses.NOTE: It is recommended to exit DISA before the uninstallation process to avoid restarting thecomputer after uninstall.18Desktop Integration Siebel Agent Guide Siebel Innovation Pack 2017

4Generating and Deploying DISACertificateThis chapter includes the following topics: Setting Up DISA Environments and Generating DISA Certificates on page 19 Enabling DISA for Siebel HTTPS Environment on page 19 CA Signed DISA Certificate Generation and Deployment Process on page 21Setting Up DISA Environments andGenerating DISA CertificatesPerform the following configurations to manage DISA certificate related issues, if any:1Enabling DISA for Siebel HTTPS Environment on page 192CA Signed DISA Certificate Generation and Deployment Process on page 21Enabling DISA for Siebel HTTPS EnvironmentThis configuration is applicable only for a Siebel HTTPS environment in which Transport LayerSecurity (TSL) protocol is enabled using a self-signed certificate. If you are using recognized CAcertificates, this configuration is not required because the configurations are already set in the JVMtruststore.1Identify the JVM DISA used.DISA uses its bundled JVM in DISA INSTALL DIR \jre by default. To identify the JVM, refer toIdentifying the JVM DISA used on Windows on page 20.2Export the X.509 public key certificate file that the Siebel HTTPS environment uses.NOTE: The Administrator responsible for enabling SSL for Siebel can provide the certificate. Youcan also export the certificate from browsers such as Chrome and Firefox when visiting the SiebelHTTPS environment. For more information, refer to Exporting the certificate from GoogleChrome on page 20.Validate the certificate content before you import and ensure that the Java keytool can parse thecertificate and display its content with cmd keytool -v -printcert -file C:\certname.cer.3Import the certificate to the truststore of JVM and do the following:aRun the following command in cmd.exe with Administrator privileges:"C:\DISA\jre\bin\keytool.exe" -import -noprompt -trustcacerts -alias testalias file "C:\certname.cer" -keystore "C:\DISA\jre\lib\security\cacerts" -storepasschangeitDesktop Integration Siebel Agent Guide Siebel Innovation Pack 201719

Generating and Deploying DISA Certificate Setting Up DISA Environments andGenerating DISA CertificatesbMake the following changes in information in the cmd.exe: C:\DISA\jre : replace the path of the JVM path from step 1 testalias : replace the alias name C:\certname.cer : replace the path of certificate from step 2 changeit : replace with the trust store password; by default the password is thestring "changeit"4Restart DISA to make the updates to truststore take effect.5Refresh or log in to Siebel.TIP: After you enable DISA in the Siebel HTTPS environment, you can use the updated cacertsfile (C:\DISA\jre\lib\security\cacerts in the example) across different client machines in whichDISA is installed and skip the configuration steps.Identifying the JVM DISA used on Windows1Open Windows Task Manager.2From View menu option, select Select Columns.3In the Select Process page columns window, select the Image Path Name check box in WindowsTask Manager, and click OK.4Run DISA.Locate the process javaw.exe or javaw.exe *32 in the Processes tab in the Windows TaskManager and note down the Image Path Name.Exporting the certificate from Google Chrome1Open the Siebel application using the format: http:// server port /siebel/app/ appname / lang . For example lcenter/enu.Disregard the security error that may appear and proceed until the Siebel login page displayswith an HTTPS URL.2Open Google Chrome Developer Tools.3Select the Security tab.4Click View Certificates. The certificate viewer opens up.5Export the certificate file with the following steps:20aClick the Details tab in the Certificate window.bClick the Copy to File button.Desktop Integration Siebel Agent Guide Siebel Innovation Pack 2017

Generating and Deploying DISA Certificate Setting Up DISA Environments andGenerating DISA CertificatescThe Certificate Export Wizard opens. Follow the instructions in the wizard.1. Select the export file format and click Next.2. Click Browse to export the file.3. Select the certificate file name in the Save As screen and click Save. The certificate nameand path displays in the File to Export screen. Note it down for later use.4. Click Finish.CA Signed DISA Certificate Generation and DeploymentProcessThe DISA installer gathers necessary information and generates a key store file (disa.jks) requiredfor DISA secured communication. The key store file is a repository where DISA private key and publickey certificates are stored.DISA, by default, generates a self-signed certificate for a secure connection with the browser. Thedefault DISA certificate has a basic constraint for security reason - the DISA certificate is restrictedto server and client authentication and cannot be used as a Certificate Authority (CA) certificate.However, DISA can use the signed enterprise certificate authority X.509 certificate.The default self-signed certificate can be replaced with a valid CA signed certificate to matchenterprise security policy.To generate and deploy a CA signed DISA certificate, perform the following tasks:1Generate Certificate Signing Request File on page 212Send the DISA Certificate Signing Request (CSR) to CA on page 223Determine the Certificate Chain on page 224Exp

The Desktop Integration Siebel Agent (DISA) is a generic framework that is based on the WebSocket protocol. It can be used with the following Siebel Innovation Packs: Siebel Innovation Pack 2014, Patchset 15 or later (version.14.15 or later) Siebel Innovation Pack 2015, Patchset 9 or later (version 15.9 or later)File Size: 447KB