CIC Integration to Siebel Architecture

Server-side integration

The integration installation includes a C++ driver dll (named inin_integrations_siebel_interopU.dll) plus numerous dependencies (e.g. IceLib). The inin_integrations_siebel_interopU.dll is loaded directly by the Siebel’s Communication Session Manager Component (aka. CommSessionMgr) on the Siebel server.

Integration components deployment

The integration components are installed directly on the Siebel server alongside the Siebel Communication services (specifically the Siebel Communication Session Manager). Siebel can be deployed on numerous different OS platforms, but the CIC Integration with Siebel components must be installed on a Windows platform, typically on Windows Server 2012 R2 (64-bit), 2016 (64-bit) or 2019 (64-bit). If your implementation has more than 200 agents, Siebel recommends you use a separate server in the Siebel Enterprise setup. In the diagram below, the “Siebel Integration Box” depicts running in this split configuration.

Implementing in a UNIX environment

A Siebel deployment typically has many servers. The integration requires a Windows platform. Therefore, you can deploy separate Windows Siebel Enterprise Servers running Siebel’s Communication Services, CIC’s IceLib API, and the CIC Integration with Siebel.

This figure illustrates the CIC Integration with Siebel Architecture.