Siebel eCollaboration Administration Guide > Siebel eCollaboration Architecture >

Siebel eCollaboration End User Overview

A caller seeking service can request and participate in a Siebel eCollaboration session. An agent can accept an eCollaboration session request and controls the means of interaction during the session.

Typically, the agent and the caller are using one of two principal modes at any given time: Follow-me browsing or Present/Attend mode.

In Follow-me browsing mode, when either the agent or the caller navigates to any Web page, the other's browser goes to the same Web page automatically.

In Present and Attend modes, either the agent or the caller presents desktop imagery while the other views passively.

Both the caller and the agent can use the following features, but the agent controls when several of these features are available to the caller.

• Use Follow-me browsing
• Pause Follow-me browsing so that either participant can go to any Web page without the other browser following
• Use Present and Attend modes
• Use dynamic joint Web form filling
• Converse using Web chat
• Converse using voice over IP
• Pause transmission of desktop imagery
• Go back to the last Web page visited
• Go forward to the Web page from which the Back button was last used
• Refresh the current Web page
• Go to the last Siebel application Web page visited
• End the session

Only the caller can take the following actions:

• Request a session
• Request the communication mode for the session
• Cancel a requested session

Only the agent can take the following actions:

• Accept a session
• Transfer a session to another agent
• While the agent is in Attend mode, end a caller's transmission of desktop imagery

NOTE:  Functionality that is available with Siebel eCollaboration may not be available with other Web collaboration technologies you integrate with Siebel applications.

For information about browsers supported by Siebel eCollaboration, see Siebel System Requirements and Supported Platforms.