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The Agent's Experience of eCollaboration

Siebel eCollaboration uses Siebel Universal Queuing to route Web calls and other caller-initiated communication to agents. Siebel eCollaboration uses the communications toolbar to notify agents of waiting Web calls and other requests.

NOTE:  If you implement another Web collaboration technology, it may or may not use Siebel Universal Queuing or the communications toolbar to notify agents of Web calls. For information about the means by which agents accept Web calls, you must consult the documentation of the vendor that provides the queuing functionality.

Before a Web call can be routed to an agent, the agent must be defined to the Communications Server as eligible to receive Web calls.

An agent must click the login button on the communications toolbar to log in to Universal Queuing. On each login, the application determines whether the agent's machine has the eCollaboration software for voice over IP and Present mode. If the software is not detected, the agent is prompted to download the software. A download prompt is not displayed if the agent has the software. If the agent is not a Web agent as defined in the Universal Queuing administrative screens, the download is not offered to the agent.

NOTE:  When the agent clicks the download button during a collaboration session, the Present mode software is downloaded to the agent's desktop, if it is not already present, and to the caller's desktop at the same time.

For more information about making it possible for an agent to receive Web calls, see Setting Up Agents to Receive Web Calls.

For information about administering Siebel Universal Queuing, see Siebel Universal Queuing Administration Guide.