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Accepting an eCollaboration Session Request

An agent accepts a Web call request from a caller by clicking the accept work item button on the communications toolbar.

NOTE:  When a caller requests a call-back, the activity type listed in the Web Collaboration Activity form informs the agent that this is a required call-back.

To accept an eCollaboration session request

1. When the accept work item button on the communications toolbar blinks, an agent accepts an incoming Web collaboration request in one of the following ways:
   • The agent clicks the accept work item button.
   • The agent clicks the right arrow button to the right of the accept work item button to see the media type for one or more waiting communications, and then clicks the accept incoming Web call button if it is active.
   • The agent uses a hot key that is defined for accepting work items.

     For information about implementing hot keys, see Siebel Communications Server Administration Guide.

     The Web Collaboration Activity form appears, showing contact identification information, a history of the contact's activities, and the data the caller entered in the Live Web Assistance form. The eCollaboration cobrowser also appears in a separate window.

2. The agent does one of the following:
   • If the caller requests to speak by telephone, the agent places a telephone call to the caller manually or by clicking the make call button on the communications toolbar. If the line is busy, the agent initiates communication by typing a chat message, and then clicks Send or presses Enter on the keyboard.
   • If the caller requests to speak by voice over IP, the agent clicks the voice over IP button (telephone icon) on the eCollaboration toolbar to initiate voice over IP and uses the microphone to greet the caller.
   • If the caller requests to chat, the agent greets the caller by typing a chat message, and then clicks Send or hit the Enter key on the keyboard.