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Siebel Communications Server Administration Guide > Communications Operations for End Users > Using the Reception Screen >

Reception Screen User Interface Elements

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The Reception screen includes the following elements:

Inbound Calls list. Displays information about the current call and about any calls that are on hold.

Inbound calls that are routed to the agent are represented in the Inbound Calls list as new records with the Status field set to Ringing.

When the agent selects a record for a new inbound call, any active call is automatically placed on hold (status Hold). The status for the new call changes from Ringing to Talking. If an agent selects a call that is on hold, the current active call is placed on hold and the selected call becomes the active call.

NOTE:  The Elapsed Time field shows the total time elapsed since the phone call arrived, starting from the first ring. The displayed time will be longer than the time since the call was answered, which is displayed on the communications toolbar.

Person form. Displays information about the caller or about transfer recipients.

The Person form displays information about the person associated with an inbound call, if the caller can be identified. Identifying the caller helps the agent determine what types of information may be shared with the caller and how to interact with the caller.

The agent also uses the Person form to identify a person to transfer the active call to. The agent would perform a query to identify the transfer recipient. Once the recipient is found, the agent transfers the call using the Blind Transfer or Consultative Transfer buttons on the communications toolbar.

If the agent's query displays multiple records for persons, these records are displayed in the Persons list. The agent can select the appropriate transfer recipient from the list, which populates the Person form with information about that person.

For information about using the communications toolbar, see Using the Communications Toolbar.

Persons list. Displays a list of records that matched as a result of a query performed from the Person form, or records that result from an inbound call matching multiple persons.

When the agent selects a record from the Persons list, the Person form is populated with the selected information. Queries can be performed from either the Persons lists or the Person form. Call transfers are supported from the Person form, after a person is identified as the desired recipient to transfer the call to.

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