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Setting Up an Alias for Siebel Chat Users in Siebel Call Center

For each Siebel Chat user, it is important to set the Alias value on the Person record within Siebel Call Center to the corresponding First Name value provided for the user account in Oracle Contact On Demand Administration Manager. This is the name that the customer requesting the chat sees in the chat transcript, and you want it to be the same in the agent transcript. If no alias value is specified in Siebel Call Center, then the user's log in name is used in the transcript that is emailed to the customer, and it might not match the name that the customer sees during the chat session.

For example, if you set up a user account for John Doe in Oracle Contact On Demand Administration Manager where First Name is JohnD, then set Alias to JohnD in John Doe's corresponding Person record in Siebel Call Center. This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To set the alias in Siebel Call Center for Siebel Chat users

1. Navigate to the Administration - User screen, then the Persons or the Employees view.
2. Select the person record for which you want to set an alias.
3. Enter an alias value in the Alias field.

   NOTE:  The alias value that you enter in this field for the user must correspond to the First Name value that is defined for the user account in Oracle Contact On Demand Administration Manager. For more information about Oracle Contact On Demand user accounts, see Setting Up User Accounts in Oracle Contact On Demand Administration Manager.