Bookshelf v7.7: Setting Up Agents to Receive Web Calls

Setting Up Agents to Receive Web Calls

To allow an agent to receive Web call requests, you must perform the following tasks.

Associate agents with communications configurations that support the Web Collaboration channel. An agent must be associated with an active communications configuration to receive any type of communication. For the agent to receive Web calls, the configuration must include a profile for a Web collaboration driver.

Associate agents with telesets and extensions. Telephone calls must be routed to hardware used by the agent.

Define the agent in Universal Queuing. Each agent's skills are associated with the communications configuration, and they are defined under UQ. Universal Queuing routes calls and service requests from callers to agents based on agents' skills.

Set up routing rules in Universal Queuing. You can create business rules to determine the agents to whom Web collaboration requests with different attributes are routed.

For more specific information about associating agents with communications configurations, telesets, and extensions, see Siebel Communications Server Administration Guide.

For more specific information about defining agents in Siebel Universal Queuing, see Siebel Universal Queuing Administration Guide.

Use the following Web collaboration-specific guidelines when you perform these association tasks.

Define at least one route of channel type Web Collaboration with property SiebelChannelType ~ Web*.

Specify the number of simultaneous sessions of channel type Web Collaboration for the agent to be at least 1.

To associate an agent with a communications configuration

Choose View > Site Map > Communications Administration > All Configurations.

Pick the configuration that comprises the current set of drivers you are implementing.

Click the Agents view-level tab.

In the Agents list, add a new record.

Pick one or more users to associate as agents with this communication configuration.

Click the Parameters view-level tab.

In the Parameters list, add a new record.

Complete the record, and then click Save. Use the following guidelines.


Field	Description
Name	Required. Enter `UQConfigurationName`. This field is case sensitive.
Value	Required. Enter the name of the primary Universal Queuing configuration, as specified in the UQ Administration screen.
Active	Check this field to associate the UQ configuration with the selected communication configuration.

You must also associate an agent with a Siebel Universal Queuing configuration.

To associate an agent with a UQ configuration

Choose View > Site Map > UQ Administration > Configurations.

Select the primary configuration.

From the Show drop-down list, choose Employees.

Select one of the employees you picked in To associate an agent with a communications configuration.

In Skills, list any skills. In the Employee Competencies list, enter the associated competencies and skill levels.

From the Show drop-down list, choose Channels.

Choose a channel of type Web Collaboration.

From the Show drop-down list, choose Routes.

Select a route or add a new route record.

Create a property for the route.

In the Escalations list, add a new record and name it. Enter a time out value, the interval at which UQ puts the item back in the queue if it is not picked up.

In the Escalations Rules list, define the parameters for the escalation, such as routing this to an agent with a specific expertise.

NOTE: An agent cannot control telephone calls with the communications toolbar if CTI middleware is not installed. However, the agent can manually dial a user's telephone number to make a call back. The Call Back and Call Back & Collaboration options are displayed to callers unless you deactivate their display. In the WEB_COLLAB_TYPE list of values, uncheck the Active field in the records with Display Value Call Back and Call Back & Collaboration to remove them from the picklist displayed to callers in the Live Web Assistance form.