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What are Siebel Scheduler, Optimizer and Appointment Booking System? (Doc ID 473880.1)

Last updated on MARCH 12, 2021

Applies to:

Siebel Scheduling - Version 8.0 [20405] and later
Information in this document applies to any platform.


 This document describes in detail  about Siebel Scheduler, Optimizer and Appointment Booking System.


 This document is informational and intended for any user.


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In this Document
 Appointment Booking System
 What is the purpose of the Appointment Booking System (ABS)?
 What is the purpose of a Service Region?
 Why does Scheduler cache a Service Region in memory?
 How are Service Regions architected for scalability?
 Why can an employee only be in one Service Region?
 How can you work around the employee or Service Region limitation?
 Can a Zip Code be in more than one Service Region?
 How are Zip Codes or Country codes used by ABS?
 Does ABS schedule in buckets of time slots that are decremented as capacity goes down?
 Instead of time slots, can you show generic options, like AM or PM or All Day?
 Do you need to Cancel an activity before rebooking it at another time in ABS?
 What does the heuristics for ABS do?
 Do AM scores affect the ABS slots shown?
 Is it possible to see all people available at one time?
 Is it possible to see all people available in a larger time frame?
 Can you show the people scheduled in the ABS Slot popup?
 Why does the ABS pick applet not automatically show the employee?
 What is the relationship between Time Window, Planned Start, No Earlier Than, and Actual Start?
 What is the difference between Lock Assignment and Lock Schedule?
 Is it possible to implement a “next 5 slots” functionality?
 Dispatchers are complaining that they are not seeing time slots when they know some are available. Why is this happening?
 What does the breakable flag do?
 What is the difference between Duration and Work Time?
 Do you have to use ABS to schedule items six months out?  Must they be in the cache?
 What happens when the Book Appointment button is pushed? 
 What happens when an Activity is unscheduled?
 What happens when you load a Service Region into ABS?
 How do schedule exceptions work?
 Can you specify employee schedules on a particular time or date?
 What does the Shift Start Flag do in the Schedule setup?
 Why are the times displayed in the pick applet not the actual times booked?
 What types of workflows would you recommend setting up for ABS?
 What happens if you do not specify Earliest Start or Latest Start in the Activity when you request a time slot?
 Does an activity have to end before the Latest Start Date?
 Do hierarchical regions affect scheduling?
 What is Self-Healing?
 What should you set MinMTServers or MaxMTServers or MaxTasks to for the Appointment Booking Engine server component?
 Why does the dispatch board not show what is in the cache?
 Is it possible to directly see what is in the cache?
 Why are manual changes to activities not automatically loaded into the cache?
 When does ABS - Days to Start really activate?  12AM or 24 hours after the load?
 Does an appointment load which starts in the past but ends after the ABS - Days to Start?
 Should the Object Manager and Scheduler components be co-located on the same machine?
 A large Service Region keeps failing the load with an error message stating that there are problems loading more than 10K activities. What does this mean?
 Why is ABS - Days to Start used to both mark the end of the Optimizer period and the beginning of the ABS period?
 How do you read the ABS logs?
 How does double-booking occur?  What can be done to prevent it?
 Do Load ABS and Load Employees for a Service Region affect other Service Regions?
 What is the relationship of Scheduler to the Server Request Broker?
 Cautions:  Be careful of changes to the Activity (Action) business component
 What does the message “There are no eligible Employees for this activity (SBL-SCH-00114)” mean?
 What are the upper limits for Employees, Activities, and Zip Codes per Service Region?
 Which parameters are automatically picked up on reload, and which require the server to be restarted?
 When do you need to reload the Assignment Manager rules?
 What are the upper limits for Service Regions?
 What is a realistic expectation for Optimization results?
 How do you balance optimizer results to meet your business needs?
 Does Optimizer displace any currently assigned activities when attempting to insert others (for example, Contract Schedule)?
 How are Zip Codes and Country codes used by Optimizer?
 How do the Optimizer Heuristics work?
 Do the ABS and Optimizer process affect each other?
 Does Scheduler use Zip+4?
 What can you do to get a good Optimizer result more quickly?
 What does the Unavailable button do?
 How does Optimizer use multithreading?
 How do you read the Optimizer logs?
 How do you read Trace Level 4 Load Optimizer logs?

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