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Preference Settings for Communications

This section describes in detail the preferences in the Communications options of the User Preferences screen. The preference settings are grouped by category. Each preference applies only to certain communications features.

General Settings

The following are the communications preferences in the General category. These preferences apply to users who are part of a communications configuration. Such users would typically handle voice calls using Siebel CTI, or receive inbound work items using Siebel Email Response.

  • Receive Screen Pop. If a user should not be the recipient of screen pops upon communications events, such as receiving a new or transferred work item, the user can clear this check box to disable receiving screen pops.

    If this option is not checked, no screen pops will be received. By default, each user receives screen pops.

  • Send Screen Pop. When this check box is checked, attaching Siebel client context data is enabled for work item transfers and conferences and for internal calls placed by the agent.

    If this option is not checked, context data will not be attached—no screen pops will be sent. By default, each communications user sends screen pops.

    For more information about requirements for screen pops, see Event Responses.

  • Bring Siebel to Front. This drop-down list specifies whether, or when, the Siebel client window should be restored from being minimized and move to the front of the screen on a communications event such as an inbound work item.

    NOTE:  The behavior of this feature varies on Microsoft Windows platforms. In some cases, a non-minimized Siebel client window may not move to the front. In this case, restore the window from the taskbar.

    By specifying either On All Incoming Work Items or On Matching Events, the agent can make sure that the Siebel application window will be displayed when it is needed—to use the communications toolbar or other features, or to view screen pops. Screen pops, if they are enabled, will still be generated regardless of the setting of the Bring Siebel to Front option.

    The options are:

    • On All Incoming Work Items. Brings the Siebel client window to the front on all communications events received at the agent's machine that represent incoming work items. This option is the default and is best for general use by agents running a single instance of the Siebel client.
    • On Matching Events. Brings the Siebel client window to the front on communications events that match that instance of the Siebel client.

      This option should be used only by agents running multiple instances of the Siebel client that are each enabled for session communications but that have different settings, such as for language or locales. In such a situation, different event handlers may be defined, for example, for each language or locale. Use this setting only at the instruction of your administrator.

      Administrators can find more information by referring to the description of the MaxCommToolbars configuration parameter, in Specifying Parameters for Communications Configurations.

    • Off. Does not bring the Siebel client window to the front on communications events. The window may remain hidden behind another window or minimized.
  • Auto Login to Call Center at Startup. When this check box is checked, an agent automatically logs into the call center's communications systems when starting the Siebel client or connecting to the Siebel Database.

    What the agent logs into depends on how your communications environment has been deployed and how login commands are configured in the communications configuration. Agents can log into ACD queues or Siebel Universal Queuing. Auto-login can make it easier for your users to begin receiving inbound work items from these sources.

    Voice agents who are authorized users for more than one teleset may be best advised not to use auto-login, so they can verify which extension they are using before logging in.

    NOTE:  Generally, end users should change this setting only at the direction of the system administrator or call-center administrator.

    Whether this control can be set by agents depends on the setting of the AutoLogin configuration parameter. Administrators can find more information under Specifying Parameters for Communications Configurations and Configuring Communications Login and Logout.

Sound Settings

The following are the communications preferences in the Sound category. These preferences apply to users who are part of a communications configuration. Such users would typically handle voice calls using Siebel CTI, or receive inbound work items using Siebel Email Response.

  • Enable Sound. Lets the agent specify if a sound file will play when an inbound work item arrives. By default, no sound file plays.

    If Enable Sound is checked, when a work item arrives, if no valid sound file is specified or the specified file does not exist, the computer may beep.

  • Sound File. Lets the agent specify which sound file to play, when Enable Sound is checked. For example, you can specify ringin.au or another such file that is valid for your environment.

    The default sound file, shown as files/ringin.au in the User Preferences screen, is installed in the following locations:

    • webmaster\files\language_code, in the Siebel Server installation directory
    • public\language_code\files, in the Siebel Dedicated Web Client installation directory

      where language_code represents the language code for the installed software, such as ENU for U.S. English.

      NOTE:  New or updated files on the Siebel Server are automatically populated to the Web server whenever the Web server (where the Siebel Web Server Extension is installed) is restarted. The Sound File user preference value refers to a "files" directory on the Web server, where files from the above Siebel Server location are copied to. Files can also be manually updated from the Siebel Server without restarting the Web server. For more information, see Security Guide for Siebel eBusiness Applications.

      Alternatively, you can specify the full path for a sound file that is to be loaded, if the file is located in a different directory, and if the Java applet for the communications toolbar is signed. For example, the following may be valid paths for specifying a sound file on a user's local system or on a network location:

    • e:\dev\ringin.au (for Microsoft Windows)
    • \\host\dev\ringin.au (for Microsoft Windows)
    • file:///e:\dev\ringin.au (for Microsoft Windows)
    • http://network_path/ringin.au (for Microsoft Windows or UNIX)
    • /usr/ringin.au (for UNIX)

Teleset and Configuration Settings

The following are the communications preferences in the Teleset and Configuration category. These preferences apply to users who are part of a communications configuration. Such users would typically handle voice calls using Siebel CTI, or handle other types of inbound work items through the communications toolbar.

The first two options described apply only to agents who handle voice calls using Siebel CTI.

  • Teleset. Lets the agent specify the teleset to use the next time the agent logs in.

    The telesets an agent can choose from are those that have been associated with the agent, and will have been specified when the teleset, agent, and extension data was entered in the views in the Administration - Communications screen. The Standard Extension field lists extensions for the currently selected teleset.

    An agent can choose a teleset from the Teleset field only if at least one teleset has been associated with the agent, and the agent is not using a hoteling teleset.

    If the agent has logged into a hoteling computer, the current hoteling teleset is shown in this field—the agent cannot change it.

    NOTE:  After you choose a different teleset and extension, you must log out and log in again in order for the new extension to be in effect.

    Administrators can find more information under Specifying Telesets.

  • Standard Extension. Lets the agent specify the standard extension to use, from the teleset selected in the Teleset field, the next time the agent logs in.

    The available extensions to choose from are those of the current teleset, and will have been specified when the teleset, agent, and extension data was entered in the views in the Administration - Communications screen. Standard extensions (of type "S"—for standard DN) are listed for each teleset the agent is assigned to, or for each hoteling teleset.

    If the agent is using a computer associated with a hoteling teleset, the extensions of this teleset are shown in this field.

    NOTE:  After you choose a different extension, you must log out and log in again in order for the new extension to be in effect.

    Administrators can find more information under Specifying Telesets.

  • Configuration. This option specifies which communications configuration is in effect for the agent.

    This field lists all configurations with which the agent has been associated. If this option has not previously been chosen, the default configuration displayed here is the agent's primary configuration, as specified by the administrator. Otherwise, the configuration displayed is the last configuration used.

    Although an agent may be specified for multiple configurations, only one configuration can be in effect at one time.

    NOTE:  After you choose a different configuration, you must log out and log in again in order for the new configuration to be in effect. Just before you log out to end a session for any configuration that is not your regular configuration, you should change this field back to the configuration you regularly use.

    Administrators can find more information under Specifying Agents.

    
Siebel Communications Server Administration Guide