Siebel Chat Guide > Overview of Siebel Chat >

About Siebel Chat

Siebel Chat is a customer contact channel whereby users in real-time can chat with, for example, a customer service representative (otherwise known as an agent) if they encounter a problem, with a view to troubleshooting that problem and solving that.

Siebel Chat is a Web-based application for handling secure chat communications, including the following:

• Handling Siebel Chat interactions using chat-related buttons on the communications toolbar of the Siebel Call Center application.
• Conducting Siebel Chat conversations with a customer by using frequently used text, the URL library, smart share, spelling checker, and by searching the knowledge base and sharing resolutions.
• Creating activities and service requests from Siebel Chat interactions.
• Transferring Siebel Chat interactions to workgroups and agents.
• Terminating and wrapping up Siebel Chat sessions.

NOTE:  The procedures in this guide assume that you do not use left-hand navigation. However, you can set up left-hand navigation. For more information about left-hand navigation and about implementing it, see Siebel Fundamentals for Siebel Open UI.

No programming experience is required to set up and use Siebel Chat. However, basic Siebel application navigation knowledge is required to effectively use the Siebel Chat client. Some planning and information gathering are necessary to set up your Siebel Chat application and have it running quickly and smoothly.

This guide includes information about how to:

• Plan and set up Siebel Chat.
• Configure a communications driver for the Siebel Chat channel using Siebel Communications Server.
• Use the Siebel Chat application to handle chat requests.
• Use the Oracle Contact On Demand Administration Manager application to administer and configure Siebel Chat.
• Use the Oracle Contact On Demand Supervision Manager application to supervise Siebel Chat.

This guide describes the features of Siebel Chat that are available to a contact center agent, and where relevant provides guidelines for supervisors and administrators. To learn more about setting up, administering, configuring, and supervising Siebel Chat, review Setting Up Siebel Chat and Managing Siebel Chat. In addition, refer to the following Oracle Contact On Demand documents on the Siebel Bookshelf:

• Oracle Contact On Demand Administration Manager Guide
• Oracle Contact On Demand Supervision Manager Guide
• Oracle Contact On Demand Interaction Manager Guide

Refer to the following Siebel server-side documents on the Siebel Bookshelf:

• Siebel System Requirements and Supported Platforms on Oracle Technology Network
• Siebel Installation Guide for the operating system you are using
• Siebel System Administration Guide
• Siebel CTI Administration Guide
• Siebel Email Administration Guide
• Configuring Siebel Business Applications

NOTE:  The Siebel Bookshelf is available on Oracle Technology Network (http://www.oracle.com/technetwork/indexes/documentation/index.html) and Oracle Software Delivery Cloud. It might also be installed locally on your intranet or on a network location.