Siebel eCollaboration Administration Guide > Siebel eCollaboration Architecture >

Siebel eCollaboration Client Overview

The Siebel eCollaboration client consists of software to support browser implementation of Present and Attend modes and voice over IP.

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

Agent Client

When an agent designated as a Web collaboration agent initially logs in on the communications toolbar, eCollaboration does a version check that determines whether the agent has the client. If the agent does not have the client, a security certificate appears offering to download the software required for Present mode and for voice over IP. If the agent accepts, the software is downloaded. If the agent declines, the offer is repeated on subsequent logins until it is accepted.

For information about modifying the mouse pointer icon used in Present mode, see Changing the Mouse Pointer Icon.

Caller Client

A Web site visitor needs only a Java-enabled Web browser to use a Siebel customer application such as Siebel eService. After requesting a Web collaboration session with an agent, a caller must have additional client software in the following situations:

If the caller chooses voice over IP and the caller's browser does not have the plug-in required for voice over IP, the eCollaboration application offers to download the voice over IP software.

If the agent allows the caller to present desktop imagery and the caller's browser does not have the necessary plug-ins or Java applets required for Present mode, the agent can manually initiate a download of the Present software to the caller's computer. In the same operation, the software is also downloaded to the agent's computer if it is not detected there.


 Siebel eCollaboration Administration Guide 
 Published: 24 June 2003