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Setting Up a Company in Oracle Contact On Demand Administration Manager

If using Siebel Chat enterprise edition, then you are responsible for setting up and administering your own contact center. You must log in to Oracle Contact On Demand Administration Manager as administrator, and create a company definition to hold all the settings and definitions for your contact center.

If using Siebel Chat hosted edition, then you must contact the Application Service Provider (ASP) hosting your contact center and request that they set up a company for you. ASPs set up at least one company for each customer for whom they are providing contact center application services. Oracle Contact On Demand also supports multitenancy for large and complex deployments.

In both cases, when a company has been set up for a contact center:

• Administrator, supervisor, and agent user accounts must be created for the company.
• Projects must be set up for the company.
• Workgroups and skills must be defined for the company.

Use the following procedure to set up a company in Oracle Contact On Demand Administration Manager for Siebel Chat. One company must be set up for each organization in Siebel Call Center that uses Siebel Chat. This task is a step in Process of Setting Up Oracle Contact On Demand Administration Manager.  

To set up a company in Oracle Contact On Demand Administration Manager for Siebel Chat

1. Log in to Oracle Contact On Demand Administration Manager as network administrator, navigate to the List of Companies screen, then click the Wizard button.

   The New Company screen opens with the Profile area.

2. In the Profile area, specify the Company Name, Address, Company Alias, Display Name, and the Web Site address of the company.

   NOTE:  Make a note of the Company Alias that you set. The Company Alias is required when setting up the Oracle Contact On Demand (chat communication) driver parameters in Siebel Call Center, and it is used as the value for the Driver:CompanyName parameter. For more information about communication configuration, see Configuring Communications in Siebel Call Center for Siebel Chat.

3. Click Next to navigate to the list of Existing Packages.

   Select the package that contains the feature set for your company. Web chat media must be enabled for the company package that you select. For more information about company packages, see Creating a Company Package in Oracle Contact On Demand Administration Manager.

4. Click Next to navigate to the Licensing information.

   Set a limit or reserve slots for chat interactions as follows:

   • Interactions Limitations. This sets a limit or reserves license slots for online, offline, and chat interactions.
   • Maximum Number of Logged in Users. This sets the maximum number of users that a company can have logged in at the same time (excluding supervisors and administrators).
   • Maximum Number of Logged in Supervisors. This sets the maximum number of supervisors that a company can have logged in at the same time (excluding agents and administrators).
5. Click Next to navigate to the Regional Settings information.

   Set regional settings (Date Format, Time Zone, and Language) for the company, as required.

6. Click Next to navigate to the Business Hours information.

   Set the operational hours for the company, as required.

7. Click Next until the Finish screen opens.

   To set up the company, click the Create Company button on the Finish screen. When done, the List of Companies screen opens and includes the new company's name and information in the list.

For more detailed information about setting up a company for a contact center, see Oracle Contact On Demand Administration Manager Guide.