Bookshelf v7.5: Introduction

This guide describes how to use Siebel Call Center. It is intended for end users. However, managers and administrators of Siebel applications should read this book to understand the impact of their configuration and implementation decisions.

Although job titles and duties at your company may differ from those listed in the following table, the audience for this guide consists primarily of employees in these categories:


Call Center Administrators	Persons responsible for setting up and maintaining a call center; duties include designing and managing computer telephony integration, SmartScripts, and message broadcasts.
Call Center Agents and Customer Service Representatives	End users of Siebel applications who deal mainly with customer questions, but may also participate in marketing campaigns.
Marketing Administrators	Persons responsible for setting up and maintaining a marketing department; duties include designing and managing marketing campaigns, product marketing information, and product distribution lists.
Siebel Application Administrators	Persons responsible for planning, setting up, and maintaining Siebel applications.
Siebel Application Developers	Persons who plan, implement, and configure Siebel applications, possibly adding new functionality. A developer is typically someone from the Information Services department.