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Siebel Chat Guide

What's New in This Release

Overview of Siebel Chat

About Siebel Chat

Siebel Chat Features

Siebel Chat Users

Siebel Chat Process Flows

Customer-Facing Chat Process Flow

Agent-Facing Chat Process Flow

Setting Up Siebel Chat

Planning Your Siebel Chat Set Up

Deployment Model and Topology

Capacity Planning for Siebel Chat

Calculating Chat Session Capacity for Siebel Chat

Installing Customer-Facing Components

Process of Setting Up Siebel Chat for Self-Service Web Applications

Process of Configuring Oracle Contact On Demand for Siebel Chat

Installing Parameter Extensions for Siebel Chat

Deploying Oracle Contact On Demand Web Application

About Setting Up Oracle Contact On Demand Applications for Siebel Chat

Roadmap for Configuring Siebel Call Center for Siebel Chat

Verifying Organization Access Control

Setting Up Agent Responsibilities and Views in Siebel Call Center

Configuring Communications in Siebel Call Center for Siebel Chat

Adding Agents to the Communications Configuration for Siebel Chat

Setting Up an Alias for Siebel Chat Users in Siebel Call Center

Setting Up Frequently Used Text in Siebel Call Center for Siebel Chat

Extending Wrap-Up LOVs in Siebel Call Center for Siebel Chat

Configuring the Communications Toolbar

Setting Up a Global URL Library in Siebel Call Center for Siebel Chat

Configuring the RedoPopupInMenu Command

Setting Up Outbound Email Communications in Siebel Call Center

Configuring Support for F5 Refresh in Siebel Chat

Setting Up System Preferences in Siebel Call Center for Siebel Chat

Configuring Parameters for Oracle Solaris

Working with Siebel Chat

Siebel Chat Interface

Processing Siebel Chat Requests

Chat Standard Accept Process Workflow

Siebel Call Center Behavior When Processing Siebel Chat Requests

Guidelines for Processing Siebel Chat Requests

Verifying That Siebel Chat Is Installed for Siebel Call Center

Enabling the Chat Button to Appear on the Toolbar in Siebel Call Center

Checking That All Server Component Groups are Started for Siebel Call Center

About the Communications Toolbar

Logging in to Siebel Chat

Receiving a New Chat

Accepting an Incoming Chat

Responding to an Incoming Chat

Sending a Message

Pushing a Web URL

Sharing Information Using Smart Share

Reviewing Inbound Siebel Chat Activities

Reviewing Inbound Siebel Chat Activities Associated with Service Requests

Reviewing Inbound Siebel Chat Activities Associated with Contacts

Replaying Cached Chat Response Messages

Handling Siebel Chat Sessions

Showing and Hiding the Siebel Chat Pane

Handling Multiple Simultaneous Siebel Chat Sessions

Transferring Siebel Chat Interactions to Others

Handling Transferred Siebel Chat Interactions

Releasing Siebel Chat Sessions

Wrapping Up Siebel Chat Sessions

Closing the Siebel Chat Sessions

Using the Browser During Siebel Chat Sessions

Guidelines for Handling Unsuccessful Siebel Chat Interactions

Siebel Chat Dashboard

About the Customer Dashboard

Creating a Service Request Manually

Viewing Service Requests, Activities, and Contacts Using the Siebel Chat Dashboard

Updating Customer Contact Details Using the Siebel Chat Dashboard

Showing and Hiding the Siebel Chat Dashboard

Changing Agent Status

Agent and Siebel Chat Interaction States

Setting Up Logging and Tracing for Siebel Chat Components

Turning on Error Logging for the Oracle Contact On Demand Web Application

Siebel Communications Server Logging

Setting Siebel Server Logging Parameters

Siebel Chat Logging

Managing Siebel Chat

Example of Using Oracle Contact On Demand

Process of Setting Up Oracle Contact On Demand Administration Manager

Setting Up a Company in Oracle Contact On Demand Administration Manager

Setting Up User Accounts in Oracle Contact On Demand Administration Manager

Setting Up a Chat Project in Oracle Contact On Demand Administration Manager

Setting Up Workgroups in Oracle Contact On Demand Administration Manager

Setting Up Skills in Oracle Contact On Demand Administration Manager

Creating a Company Package in Oracle Contact On Demand Administration Manager

Creating a URL Library in Oracle Contact On Demand Administration Manager

Unsupported Oracle Contact On Demand Administration Manager Features

Process of Setting Up Oracle Contact On Demand Supervision Manager

Setting Up Supervisor Accounts in Oracle Contact On Demand

About Setting Up Views in Oracle Contact On Demand Supervision Manager

About Setting Up Alarms in Oracle Contact On Demand Supervision Manager

Unsupported Oracle Contact On Demand Supervision Manager Features

About Running Reports with Oracle Contact On Demand

Standard Reports

Advanced Reports

Managing Agents and Workgroup Queues

Guidelines for Managing Agents

Guidelines for Managing Workgroup Queues

Setting Up Siebel Chat Transfer to Agent or Workgroup Functionality

Process of Setting Up Siebel Chat Transfer to Agent or Workgroup

Verifying Workgroup LOV Data Types

Configuring Workgroup Records and Associated LOVs

Modifying the Communication Configuration to Support Chat Transfer to Workgroup Functionality

Adding the Media Type to the Work Item Object

Configuring Chat Transfer to Agent Functionality in Siebel Call Center for Siebel Chat

Setting Up the Bookmark-Transfer Feature in Siebel Call Center for Siebel Chat

Configuring Siebel Chat Auto Answer

Roadmap for Configuring Siebel Chat Auto Answer for Agents

Configuring the Siebel Chat Blink Tab System Preference

Setting the Color for the Siebel Chat Blinking Tab

Preventing All Chat Tabs from Becoming Inactive

Disabling the Service Integration Inbox Workflows

Process of Configuring Communications for Siebel Chat Auto Answer

Configuring the AutoAnswer System Parameter

Configuring the Enable AutoAnswer User Preference at the Agent Level

Configuring the ServiceParam.WorkID Event Log Parameter

Configuring the Accept Chat Command Data Parameters for AcceptChatGroup

Configuring the OnChatArrived Event Response

Configuring the ChatArrived Event Handler

Configuring the ChatTransferArrived Event Handler

Customizing Siebel Chat

About Customizing Siebel Chat

Siebel Call Center and Siebel Chat-Related Applets

Specific ActiveX Controls Distributed with Siebel Chat

Configuring Parameters to Pass from the Chat Request Page

Process of Configuring the Siebel Chat Interface

Creating a Chat.css Stylesheet

Modifying the Chat.css Stylesheet

Configuring the Appearance of Transcript Attachments

Configuring the Behavior of the Push URL Functionality

Customizing the Siebel Chat User Interface

Configuring Siebel Chat Dashboard Fields

Formatting Siebel Chat Dashboard Fields

Configuring Siebel Chat Pane Drop-Down Controls

Refreshing Siebel Chat Dashboard Fields

Removing the URL Area from the Chat Pane

Configuring the Button Sequence for the Button Bar

Configuring Siebel Chat Quick Actions

Configuring the Display Name for Siebel Chat Sessions

Configuring Keyboard Shortcuts for Buttons on the Siebel Chat UI

Modifying the Spelling Checker for Siebel Chat

Customizing the Language Mappings for Siebel Chat Spelling Checker

Configuring the Default Language for Siebel Chat Spelling Checker

Running Spelling Checker on Chat Sessions

Process of Configuring Siebel Chat Feedback

Configuring User Preferences for Siebel Chat Feedback

Configuring the SendAgentTypingMsg Command

Configuring the ChatCustomerTyping Event Response

Configuring the ChatCustomerTyping Event Handler

Localizing Siebel Chat

Setting Up Siebel Chat for Languages Supported by Default by Oracle Contact On Demand

Setting Up Siebel Chat for Languages Not Supported by Default by Oracle Contact On Demand

Siebel Chat Deployment Using Third-Party Chat Solutions

Deployment of Siebel Chat Using Third-Party Chat Solutions

Methods for Customizing Siebel Chat Process Flow and Interface Functionality

GetLanguageCodeFromMapping

GetSystemPreference

GetTransferredActivityDataFromDB

PushToToolbarCallFunction

RefreshChatPaneDashboard

RestoreMainViewFromBookmark

SetSpellCheckLanguage

UpdateChatDataField

UpdateChatDataFieldEx

Siebel Chat Guide		Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Legal Notices.