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Siebel eCollaboration Administration Guide > Siebel eCollaboration Architecture > The Agent's Experience of eCollaboration >

Using Voice Over IP in Siebel eCollaboration

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The voice over IP button appears only if the caller requests voice over IP during the initial request for a collaborative session. An agent clicks the voice over IP button on the eCollaboration toolbar to activate voice over IP at any time during the session. The button toggles to turn voice over IP on or off.

When the agent turns on voice over IP, the agent's microphone and speakers are activated to allow communication with the caller. When they are turned off, nothing is transmitted between the caller and the agent using Voice over IP mode.

During an active voice over IP session, the agent can use options associated with the audio control button in the task bar's system tray to change audio settings or terminate voice over IP.

NOTE:  It is recommended that you do not change the audio settings for low bandwidth conditions (128 kbaud or slower).

To change audio settings during a voice over IP session

The agent right-clicks the audio control button in the task bar's system tray.

The audio control menu appears.

The agent does one of the following:
To toggle between turning compression of IP packets sending audio data on and off, the agent chooses Compression.
To improve the audio quality by changing the sampling frequency, the agent chooses Audio Quality and an appropriate frequency.
To toggle the microphone on and off, the agent chooses microphone.

The agent can control volume levels for the microphone and the speakers.

To control volume levels

The agent double clicks the audio control button in the task bar's system tray.

An audio level control appears.

The agent can change the sound level for the microphone or the speakers.

The agent can terminate voice over IP during a collaboration session. Follow-me browsing and chat remain active.

To terminate voice over IP

Right-click the audio control icon and choose Close from the menu.

The agent can turn on or off the microphone and speakers of either participant.

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