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Siebel Personalization Administration Guide > User Profiles > User Profile Attributes >

Loading a Second User Profile

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In Web channel interactions, only one party is involved. However, in certain other channel interactions, for example Siebel Call Center, there are multiple parties involved, for example, call center and customer agent. In this situation, it is necessary to load a second user profile. The second profile is used if a call center agent wants to personalize the content shown on the screen based upon the caller's profile instead of the agent's own profile.

About Loading a Second User Profile

The following describes instances of loading a second user profile when the customer profile is open and when the customer is not using CTI.

If the customer dashboard is open when the caller contacts the Call Center, the second profile is automatically loaded when the dashboard is set with the user's credentials.

NOTE:  The second profile will be loaded if the Call Center agent executes a find for the customer contact and uses the Set Dashboard button to launch the dashboard.

If the customer is not using CTI, the customer can write a script or business service to call the function LoadUserAttributes with the contact ID, and use this script to load the second user profile.

NOTE:  LoadUserAttributes is exposed for the application object. This function takes only one argument: the row-id of the employee or contract.

Accessing the Second User Profile

The second user profile can be accessed with personalization rules by using a you.indentifier. The following are examples of accessing the second user profile:

GetProfileAttr ("me.first name")

returns the first name of logged in user

GetProfileAttr ("you.firstname")

returns the first name of the second user

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