A - C - D - E - F - G - H - I - L - M - O - P - R - S - T - U - V - W

A

about Siebel Chat   1

accepting an incoming chat

how to   1

workflow   1

account setup, Administration Manager   1

ActiveX controls, distributed with Siebel Chat   1

adding agents to chat communications configuration   1

Administration Manager, setting up

a company   1

a company package   1

a URL library   1

chat projects   1

skills   1

unsupported features   1

user accounts   1

workgroups   1

advanced reports   1

agent

adding to chat communications configuration   1

-facing workflow for chat   1

responsibilities and views, setup in Siebel Call Center   1

states, defined   1

status, changing   1

alarm setup, Supervision Manager   1

alias, set up for chat users   1

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C

capacity planning, for Siebel Chat   1

changing agent status   1

chat

about   1

accepting an incoming chat   1

activities, reviewing inbound   1

agent-facing chat workflow   1

alias setup   1

closing a chat session   1

communications configuration   1

communications toolbar, chat functionality   1

communications toolbar, configuration   1

customer-facing workflow   1

customization for Siebel Chat   1

dashboard   1

deployment options   1

email profile setup in Siebel Call Center   1

extending wrap-up LOVs in Siebel Call Center   1

features   1

flows   1

frequently used text templates   1

handling unsuccessful chats   1

installing customer-facing components   1

localization   1

logging and tracing, setup   1

logging in to Siebel Chat   1

multiple simultaneous chat sessions, handling   1

Oracle Contact On Demand configuration for chat   1

outbound email communications, setup   1

project setup for chat   1

receiving a new chat   1

responding to a chat   1

search configuration for chat in Siebel Call Center   1

system preferences   1

URL library setup in Siebel Call Center   1

users   1

wrap-up configuration   1

chat activities, reviewing inbound   1

chat components

communications toolbar, about   1

communications toolbar, configuration   1

customer dashboard   1

chat dashboard   1

creating a service request   1

updating customer contact details   1

viewing service requests, activities, and contacts   1

chat interaction

accepting   1

handling transferred   1

processing   1

reassigning   1

receiving   1

responding to   1

states, defined   1

transferring   1

wrap-up   1

chat message area   1

chat pane, showing and hiding   1

chat parameters and routing, setting up   1

chat session

closing   1

handling multiple simultaneous chats   1

releasing, where wrap-up is configured   1

releasing, where wrap-up is not configured   1

switching between chats   1

terminating   1

wrap-up   1

chat system preferences, setup   1

chat transcript

accessing and reviewing   1

area in chat pane   1

checking that Siebel Chat is installed for Siebel Call Center   1

closing a chat session   1

communications configuration

adding agents to   1

for chat   1

Oracle Contact On Demand communications driver   1

communications toolbar

chat functionality   1

configuring for chat   1

company package setup, Administration Manager   1

company setup, in Administration Manager   1

configuring Siebel Call Center for chat

adding agents to chat communications configuration   1

communications toolbar setup   1

extending wrap-up LOVs   1

setting up a global URL library   1

setting up a user alias   1

setting up agent responsibilities and views   1

setting up an email profile   1

setting up chat communications   1

setting up chat parameters and routing   1

setting up chat system preferences   1

setting up frequently used text templates   1

setting up outbound email communications   1

setting up search   1

verifying organization access control   1

customer dashboard   1

customer-facing

components, installing   1

workflow for chat   1

customization for Siebel Chat   1

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D

deployment

of Oracle Contact On Demand Web application   1

of Siebel Chat   1

of Siebel Chat extensions   1

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E

email profile setup   1

enabling agents to receive inbound chats   1

ending a chat session   1

where wrap-up is configured   1

where wrap-up is not configured   1

executing a search   1

extending wrap-up LOVs   1

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F

features of Siebel Chat   1

frequently used text templates, setup   1

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G

guidelines for handling unsuccessful chats   1

guidelines for managing agents   1

guidelines for managing workgroup queues   1

guidelines for processing chat interactions   1

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H

handling chat

interactions, transferred   1

interactions, unsuccessful   1

sessions   1

termination   1

wrap-up   1

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I

inbound chat activity

reviewing   1

wrapping up   1

incoming chat

accepting   1

handling multiple   1

handling transferred   1

responding to   1

transferring   1

workflow   1

interactions

handling unsuccessful   1

releasing   1

states, defined   1

terminating   1

transferring   1

wrap-up   1

interface, chat

chat dashboard   1

chat message area   1

chat push URL area   1

chat transcript area   1

tabbed interface   1 ,  2

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L

list of values (LOVs), extending for wrap-up   1

localization, language mapping   1

logging and tracing, for Siebel Chat   1

logging in to Siebel Chat   1

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M

management guidelines for

agents   1

workgroup queues   1

managing chat

Administration Manager setup   1

Supervision Manager setup   1

multiple chat sessions, handling   1

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O

Oracle Contact On Demand

Administration Manager, setting up   1

Chat Language Mapping view   1

communications driver   1

configuring for Siebel Chat   1

setting up for Siebel Chat   1

Supervision Manager, setting up   1

organization access control, verifying   1

outbound email communications, setup   1

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P

planning Siebel Chat set up   1

processing chat interactions

reassigning chat interactions   1

reviewing inbound chat activities   1

transferring chat interactions   1

processing chat requests   1

guidelines for   1

Siebel Call Center behavior when   1

workflow for accepting a chat   1

project setup, Administration Manager   1

push URL area   1

pushing a Web URL   1

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R

reassigning chat interactions   1

receiving a new chat   1

releasing a chat session   1

where wrap-up is configured   1

where wrap-up is not configured   1

reports

advanced   1

restricted   1

standard   1

responding to incoming chat   1

executing a Smart Search   1

pushing a Web URL   1

sending a message   1

smart sharing   1

restricted reports   1

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S

search configuration for chat   1

sending a message   1

server component groups, starting   1

service request, creating (manually)   1

set up process, for chat

configuring Oracle Contact On Demand   1

configuring Siebel Call Center   1

installing customer-facing components   1

planning Siebel Chat set up   1

setting up Oracle Contact On Demand   1

third-party deployment   1

sharing information   1

Siebel Call Center, process of configuring for chat   1

Siebel Chat

about   1

ActiveX controls   1

agent-facing chat workflow   1

capacity planning   1

configuring Oracle Contact On Demand   1

customer-facing workflow   1

customization   1

deployment   1

features   1

flows   1

installing customer-facing components   1

interaction states   1

localization, language mapping   1

logging and tracing   1

third-party deployment   1

users   1

wrap-up configuration   1

skill setup, Administration Manager   1

Smart Search   1

Smart Share   1

standard reports   1

starting server component groups   1

states

agent   1

interaction   1

status, changing   1

Supervision Manager, setting up   1

alarms   1

supervisor accounts   1

unsupported features   1

views   1

switching between chats   1

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T

tabbed interface   1 ,  2

terminating a chat session   1

where wrap-up is configured   1

where wrap-up is not configured   1

third-party deployment   1

transferring chat interactions   1

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U

URL library

setting up in Siebel Call Center   1

users of chat

account setup, Administration Manager   1

types of users   1

using chat dashboard

minimizing the chat dashboard   1

to manually create a service request   1

to update customer contact details   1

to view service requests, activities, and contacts   1

using Smart Search   1

using Smart Share   1

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V

verifying that Siebel Chat is installed for Siebel Call Center   1

view setup, Supervision Manager   1

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W

workgroup setup, Administration Manager   1

wrap-up

chat   1

configuring for Siebel Chat   1

extending LOVs   1

transferred chat   1

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