Siebel Chat Guide

What's New in This Release

Back to top

Overview of Siebel Chat

About Siebel Chat

Siebel Chat Features

Siebel Chat Users

Siebel Chat Workflows

Customer-Facing Workflow for a Chat

Agent-Facing Workflow for a Chat

Back to top

Setting Up Siebel Chat

Planning Your Siebel Chat Set Up

Deployment Model and Topology

Capacity Planning for Siebel Chat

Calculating Chat Session Capacity for Siebel Chat

Installing Customer-Facing Components

Process of Setting Up Siebel Chat for Self-Service Web Applications

Process of Configuring Oracle Contact On Demand for Siebel Chat

Installing Parameter Extensions for Siebel Chat

Deploying Oracle Contact On Demand Web Application

About Setting Up Oracle Contact On Demand Applications for Siebel Chat

Roadmap for Configuring Siebel Call Center for Siebel Chat

Verifying Organization Access Control

Setting Up Agent Responsibilities and Views in Siebel Call Center

Configuring Communications in Siebel Call Center for Siebel Chat

Adding Agents to the Communications Configuration for Siebel Chat

Setting Up Parameters and Routing in Siebel Call Center for Siebel Chat

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

Setting Up Frequently Used Text in Siebel Call Center for Siebel Chat

Extending Wrap-Up LOVs in Siebel Call Center for Siebel Chat

Setting Up a Global URL Library in Siebel Call Center for Siebel Chat

Configuring Search in Siebel Call Center for Siebel Chat

Configuring the Communications Toolbar

Configuring Workgroups in Siebel Call Center for Siebel Chat

Setting Up Outbound Email Communications in Siebel Call Center

Setting Up System Preferences in Siebel Call Center for Siebel Chat

Process of Setting Up an Email Profile in Siebel Call Center

Back to top

Working with Siebel Chat

Siebel Chat Interface

Processing Siebel Chat Requests

Workflow for Accepting Siebel Chat Requests

Siebel Call Center Behavior When Processing Siebel Chat Requests

Guidelines for Processing Siebel Chat Requests

Verifying That Siebel Chat Is Installed for Siebel Call Center

Checking That Siebel Chat Is Installed for Siebel Call Center

Checking That All Server Component Groups are Started for Siebel Call Center

About the Communications Toolbar

Logging in to Siebel Chat

Receiving a New Chat

Accepting an Incoming Chat

Responding to an Incoming Chat

Reviewing Inbound Siebel Chat Activities

Reviewing Inbound Siebel Chat Activities Associated with Service Requests

Reviewing Inbound Siebel Chat Activities Associated with Contacts

Handling Siebel Chat Sessions

Showing and Hiding the Siebel Chat Pane

Handling Multiple Simultaneous Siebel Chat Sessions

Transferring Siebel Chat Interactions to Others

Handling Transferred Siebel Chat Interactions

Releasing Siebel Chat Sessions

Wrapping Up Siebel Chat Sessions

Closing Siebel Chat Sessions

Guidelines for Handling Unsuccessful Siebel Chat Interactions

Siebel Chat Dashboard

About the Customer Dashboard

Creating a Service Request Manually

Viewing Service Requests, Activities, and Contacts Using the Siebel Chat Dashboard

Updating Customer Contact Details Using the Siebel Chat Dashboard

Minimizing the Siebel Chat Dashboard

Changing Agent Status

Agent and Siebel Chat Interaction States

Setting Up Logging and Tracing for Siebel Chat Components

Turning on Error Logging for the Oracle Contact On Demand Web Application

Siebel Communications Server Logging

Setting Siebel Server Logging Parameters

Siebel Chat Logging

Customizing Siebel Chat

Process of Configuring the Siebel Chat Interface

Configuring the Siebel Chat Customer-Facing Interface

Configuring the Appearance of Transcript Attachments

Configuring the Behavior of Push URL

Siebel Call Center and Siebel Chat-Related Applets

Specific ActiveX Controls Distributed with Siebel Chat

Back to top

Managing Siebel Chat

Example of Using Oracle Contact On Demand

Process of Setting Up Oracle Contact On Demand Administration Manager

Planning Routing Strategy for Siebel Chat

Setting Up a Company in Oracle Contact On Demand Administration Manager

Setting Up User Accounts in Oracle Contact On Demand Administration Manager

Setting Up a Chat Project in Oracle Contact On Demand Administration Manager

Setting Up Workgroups in Oracle Contact On Demand Administration Manager

Setting Up Skills in Oracle Contact On Demand Administration Manager

Creating a Company Package in Oracle Contact On Demand Administration Manager

Creating a URL Library in Oracle Contact On Demand Administration Manager

Unsupported Oracle Contact On Demand Administration Manager Features

Process of Setting Up Oracle Contact On Demand Supervision Manager

Setting Up Supervisor Accounts in Oracle Contact On Demand

About Setting Up Views in Oracle Contact On Demand Supervision Manager

About Setting Up Alarms in Oracle Contact On Demand Supervision Manager

Unsupported Oracle Contact On Demand Supervision Manager Features

About Running Reports with Oracle Contact On Demand

Standard Reports

Advanced Reports

Managing Agents and Workgroup Queues

Guidelines for Managing Agents

Guidelines for Managing Workgroup Queues

Back to top

Siebel Chat Localization

Setting Up Siebel Chat for Languages Supported by Default by Oracle Contact On Demand

Setting Up Siebel Chat for Languages Not Supported by Default by Oracle Contact On Demand

Back to top

Siebel Chat Deployment Using Third-Party Chat Solutions

Deployment of Siebel Chat Using Third-Party Chat Solutions

Back to top