Siebel Chat Guide
What's New in This Release
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Overview of Siebel Chat
About Siebel Chat
Siebel Chat Features
Siebel Chat Users
Siebel Chat Process Flows
Customer-Facing Chat Process Flow
Agent-Facing Chat Process Flow
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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 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
Configuring the Communications Toolbar
Setting Up a Global URL Library in Siebel Call Center for Siebel Chat
Configuring the RedoPopupInMenu Command
Setting Up Outbound Email Communications in Siebel Call Center
Configuring Support for F5 Refresh in Siebel Chat
Setting Up System Preferences in Siebel Call Center for Siebel Chat
Configuring Parameters for Oracle Solaris
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Working with Siebel Chat
Siebel Chat Interface
Processing Siebel Chat Requests
Chat Standard Accept Process Workflow
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
Enabling the Chat Button to Appear on the Toolbar in 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
Sending a Message
Pushing a Web URL
Sharing Information Using Smart Share
Reviewing Inbound Siebel Chat Activities
Reviewing Inbound Siebel Chat Activities Associated with Service Requests
Reviewing Inbound Siebel Chat Activities Associated with Contacts
Replaying Cached Chat Response Messages
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 the Siebel Chat Sessions
Using the Browser During 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
Showing and Hiding 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
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Managing Siebel Chat
Example of Using Oracle Contact On Demand
Process of Setting Up Oracle Contact On Demand Administration Manager
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
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Setting Up Siebel Chat Transfer to Agent or Workgroup Functionality
Process of Setting Up Siebel Chat Transfer to Agent or Workgroup
Verifying Workgroup LOV Data Types
Configuring Workgroup Records and Associated LOVs
Modifying the Communication Configuration to Support Chat Transfer to Workgroup Functionality
Adding the Media Type to the Work Item Object
Configuring Chat Transfer to Agent Functionality in Siebel Call Center for Siebel Chat
Setting Up the Bookmark-Transfer Feature in Siebel Call Center for Siebel Chat
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Configuring Siebel Chat Auto Answer
Roadmap for Configuring Siebel Chat Auto Answer for Agents
Configuring the Siebel Chat Blink Tab System Preference
Setting the Color for the Siebel Chat Blinking Tab
Preventing All Chat Tabs from Becoming Inactive
Disabling the Service Integration Inbox Workflows
Process of Configuring Communications for Siebel Chat Auto Answer
Configuring the AutoAnswer System Parameter
Configuring the Enable AutoAnswer User Preference at the Agent Level
Configuring the ServiceParam.WorkID Event Log Parameter
Configuring the Accept Chat Command Data Parameters for AcceptChatGroup
Configuring the OnChatArrived Event Response
Configuring the ChatArrived Event Handler
Configuring the ChatTransferArrived Event Handler
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Customizing Siebel Chat
About Customizing Siebel Chat
Siebel Call Center and Siebel Chat-Related Applets
Specific ActiveX Controls Distributed with Siebel Chat
Configuring Parameters to Pass from the Chat Request Page
Process of Configuring the Siebel Chat Interface
Creating a Chat.css Stylesheet
Modifying the Chat.css Stylesheet
Configuring the Appearance of Transcript Attachments
Configuring the Behavior of the Push URL Functionality
Customizing the Siebel Chat User Interface
Configuring Siebel Chat Dashboard Fields
Formatting Siebel Chat Dashboard Fields
Configuring Siebel Chat Pane Drop-Down Controls
Refreshing Siebel Chat Dashboard Fields
Removing the URL Area from the Chat Pane
Configuring the Button Sequence for the Button Bar
Configuring Siebel Chat Quick Actions
Configuring the Display Name for Siebel Chat Sessions
Configuring Keyboard Shortcuts for Buttons on the Siebel Chat UI
Modifying the Spelling Checker for Siebel Chat
Customizing the Language Mappings for Siebel Chat Spelling Checker
Configuring the Default Language for Siebel Chat Spelling Checker
Running Spelling Checker on Chat Sessions
Process of Configuring Siebel Chat Feedback
Configuring User Preferences for Siebel Chat Feedback
Configuring the SendAgentTypingMsg Command
Configuring the ChatCustomerTyping Event Response
Configuring the ChatCustomerTyping Event Handler
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Localizing Siebel Chat
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
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Siebel Chat Deployment Using Third-Party Chat Solutions
Deployment of Siebel Chat Using Third-Party Chat Solutions
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Methods for Customizing Siebel Chat Process Flow and Interface Functionality
Methods for Customizing Siebel Chat Process Flow and Interface Functionality
AcceptChatEx
FindRecord
FindRecordEx
GetActiveChatActId
GetChatDataByField
GetLanguageCodeFromMapping
GetSystemPreference
GetTransferredActivityDataFromDB
InsertRecord
OpenView
OpenViewEx
PostScreenPopRequest
PreScreenPopRequest
PushToToolbarCallFunction
RefreshChatPaneDashboard
RestoreMainViewFromBookmark
SetSpellCheckLanguage
UpdateChatDataField
UpdateChatDataFieldEx
UpdateChatUIField
UpdateRecord
UpdateWithBCField
UpdateWithBCFieldEx
UpdateWithChatData
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