Bookshelf v7.5: Communications Toolbar Controls

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

Communications Toolbar Controls

The communications toolbar controls work together to allow you to perform communications tasks within your Siebel application. Toolbar controls have ToolTips, so you can point to any control to learn its name or to determine its current state or availability.

NOTE: All communications features in the Siebel application user interface are subject to the configuration decisions for your company's implementation.

Channel Type Indicator. Indicates the channel type of the active work item, such as email, phone, and so on. If there are no active work items, the icon will be blank.

In-Queue Time Indicator. Indicates, in the ToolTip text, how long the active work item has been assigned to you (in-queue time).

Elapsed Time Indicator. Indicates the working time for the active work item, in the form HH:MM:SS, where HH is the hours, MM is the minutes, and SS is the seconds. This is the time elapsed since a work item became active, such as when an inbound call was answered.

Text Input Field. Allows you to enter data such as the extension of a person to whom you want to transfer a voice call or of a person to whom you want to make a new call.

NOTE: Keyboard shortcuts for communications commands do not use as input any data entered into this field.

Initiate Work Item. Allows you to initiate a communications work item. Use the pop-up menu to initiate a work item of the desired channel:

Make Call (voice/phone channel)

Send Email (email channel)

Send Fax (fax channel)

Send Wireless Message (wireless message channel)

Send Page (pager channel)

Accept Work Item. Indicates the channel type of an active inbound communications work item that has arrived. You can click the main button to accept the work item, or use the pop-up menu.

Accept Call (voice/phone channel)

Accept Email (email channel)

A multichannel icon indicates that work items of multiple channels have arrived, such as a voice call and an email message. Use the pop-up menu to accept an individual work item of a specific channel.

Release Work Item. Allows you to release or disconnect the active work item.

Blind Transfer. Allows you to perform a one-step transfer of a work item such as a voice call.

Consultative Transfer. Allows you to initiate, and to complete, a two-step transfer of a voice call.

Conference. Allows you to initiate, and to complete, a conference call.

Retrieve Call. Allows you to retrieve the original call when the intended recipient declines a consultative transfer or conference call.

Pause Work Item. Allows you to pause the active work item, such as to put a voice call on hold.

Work Items list. Allows you to select a paused work item on which to resume work.

Resume Work Item. Allows you to resume work on a paused work item selected from the Work Items list.

Forward Work Items/Cancel Forward. Allows you to forward inbound work items, such as forwarding voice calls to a different extension, and to cancel forwarding.

Change Ready State. For each supported inbound channel type, allows you to specify that you are unavailable to accept work items (Not Ready state), or that you are available again (Ready state). Use the pop-up menu to change the state for a specific channel. For example:

Ready/Not Ready for Call (voice/phone channel)

Ready/Not Ready for Email (email channel)

Login. Allows you to log into a communications system such as an ACD queue or Siebel Universal Queuing.

Logout. Allows you to log out of a communications system such as an ACD queue or Siebel Universal Queuing.