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

Use the following procedure to configure the chat transfer to agent functionality in Siebel Call Center for Siebel Chat. This task is a step in Process of Setting Up Siebel Chat Transfer to Agent or Workgroup.

To configure chat transfer to agent functionality in Siebel Call Center for Siebel Chat

1. Navigate to the Administration - Communications screen, then the All Configurations view.
2. Select the communications configuration record that you want to modify, then click the Commands tab.
3. Configure the TransferToAgentGroup command as follows:
   1. Drill down on the TransferToAgentGroup command, click the Command Parameters tab, and add the command parameters with the values shown in the following table.

      Name	Value
      CmdData	TransferToAgentGroup
      Description	Transfer work item to agent.
      Hidden	TRUE
      FilterSpec	[@SelectedWorkItem:Workstate] = Active

   2. Click the Subcommands tab, and add the subcommand shown in the following table.

      Subcommands	Order
      TransferChatToAgent	0

4. Configure the TransferChatToAgent command as follows:
   1. Drill down on the TransferChatToAgent command, click the Command Parameters tab, and add the command parameters with the values shown in the following table.

      Name	Value
      CmdData	TransferChatToAgent
      Description	Transfer chat to agent.
      FilterSpec	[@SelectedWorkItem:mediaType] = Chat
      ServiceMethod	Chat UI Business Service.TransferChat

   2. Click the Command Data Parameters tab, and add the command data parameters with the values shown in the following table.

      Name	Value
      ServiceParam.DeviceCommand	TransferMuteExtension
      ServiceParam.InteractionId	{@SelectedWorkItem:DriverWorkTrackId}
      ServiceParam.NotifyText	Chat Transfered from {@UserName}...
      ServiceParam.PhoneNumber	[Extension]
      ServiceParam.isTransfer	1

5. For the changes to take effect, log out of the Siebel application, and then log in again.