Bookshelf v7.5: Requesting an eCollaboration Session

Siebel eCollaboration Administration Guide > Siebel eCollaboration Architecture > The Caller's Experience of eCollaboration >

Requesting an eCollaboration Session

When a caller requests an eCollaboration session with an agent, the caller chooses a verbal communication mode and can choose to share desktop imagery with the agent.

To request an eCollaboration session

The caller clicks Contact Us, present on most Siebel customer application Web pages.

The Contact Us page appears, with hyperlinks for invoking available communication channels.

The caller clicks the Contact a customer care representative hyperlink.

The Live Web Assistance form appears. If the caller is a registered user, the telephone number populates the appropriate field automatically.

The caller completes the form, describing the service issue, editing the telephone number if necessary, and choosing one of the following session options:

Chat & Collaboration. The session uses eCollaboration technology for Follow-me browsing and sharing desktop imagery. The caller and the agent converse by using Web chat.

Chat Only. The caller and the agent converse using Web chat only. A cobrowser is provided for the chat.

Call Back. The agent contacts the caller at the telephone number specified in the request.

Call Back & Collaboration. The session uses eCollaboration technology for Follow-me browsing and sharing desktop imagery. The agent contacts the caller at the available telephone number specified in the request.

Voice Over IP & Collaboration. The session uses eCollaboration technology for Follow-me browsing and sharing desktop imagery. The caller and the agent converse over the same connection using voice over IP technology.

For a session to use voice over IP, the caller and the agent must both have a microphone and speakers installed on their computers.

If the caller does not have a microphone or speakers, the caller can initiate a voice over IP session, but cannot use the mode properly.

If the caller chooses voice over IP and the caller's browser does not have the necessary plug-ins required for voice over IP, the voice over IP software is offered to the caller to download. A small pop-up browser appears with the message "Please wait. Downloading in progress." When the download is complete, the message changes to "If you close this window, your request and meeting will be cancelled." The caller must allow a short interval for the agent to join the session.