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Configuring the Display Name for Siebel Chat Sessions
You can configure and customize the display name for chat sessions. The following procedure shows how to configure the display name for chat sessions. NOTE: Siebel Chat by default provides a run-time event and the Chat Display Name Update Process workflow for configuring the display name for Siebel Chat sessions. You can modify both the run-time event and the workflow as required.
To configure the display name for Siebel Chat sessions
- Verify that the Accept Chat Workflow name in the ChatAcceptedLog is configured in your Siebel Business application as follows:
- Navigate to Administration - Communications, then the All Event Logs view.
- Query for ChatAcceptedLog, locate ServiceParam.ProcessName, then verify the workflow name, and make sure that it has included the workflow step to update the display name for Siebel Chat sessions.
- Query for ChatTransferAcceptedLog, locate ServiceParam.ProcessName, then verify the workflow name, and make sure that it has included the workflow step to update the display name for Siebel Chat sessions.
NOTE: Siebel Chat provides a default sample workflow to handle incoming chat requests called Chat Standard Accept Process.
- Verify that the run-time events for updating the chat display name have been added to your Siebel application and configured appropriately as follows:
- Navigate to Administration - Runtime Events, Actions Sets view, then select the Personalization Action Set list applet.
- Add a record with the values shown in the following table, if a record is not already configured with these values.
|
|
Name |
Update Chat Display Name |
Active |
Selected |
Enable Export |
Selected |
Description |
Update Chat Display Name |
- Navigate to Administration - Runtime Events, Actions Sets view, then select the Personalization Action list applet.
- Add a record with the values shown in the following table, if not already configured.
|
|
Name |
Update Chat Display Name |
Action Type |
BusService |
Sequence |
1 |
Active |
Selected NOTE: This field indicates whether the action is active or not. If this field is not selected, then the action is ignored when the event occurs.
|
Business Service Name |
Workflow Process Manager |
Business Service Method |
RunProcess |
Business Service Context |
"ProcessName", "Chat Display Name Update Process" |
- Navigate to Administration - Runtime Events, then the Events view.
- Add a record with the values shown in the following table, if not already configured.
|
|
Action Set Name |
Update Chat Display Name |
Sequence |
1 |
Object Type |
BusComp |
Object Name |
Service Request |
Event |
WriteRecordUpdated |
- Update the Chat Display Name Update Process workflow in Siebel Tools as follows:
- Start Siebel Tools.
- Locate, verify, and open the Chat Display Name Update Process workflow.
NOTE: Siebel Chat by default provides the Chat Display Name Update Process workflow, and you can modify it as required.
- Configure the following methods as required in the following order:
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