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


When transferring Siebel Chat interactions to others, the transferring agent's screen can be saved as a bookmark with the chat transcript before being transferred to another agent, provided that the bookmark-transfer feature has been enabled in Siebel Call Center for Siebel Chat. Then when another agent accepts the transferred chat, the Chat Business Service retrieves the bookmark information from the chat transcript and populates the chat screen with the bookmark information. In this way, the agent receiving the transferred chat has access to all information relating to the chat and the agent transferring the chat.

Use the following procedure to set up the bookmark-transfer feature in Siebel Call Center for Siebel Chat commands. This task is a step in Process of Setting Up Siebel Chat Transfer to Agent or Workgroup.

To set up the bookmark-transfer feature 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 bookmark-transfer feature for each command by setting the ServiceParam.AttachContext command data parameter to True or False as required.

    For example, enable the bookmark-transfer feature for the BlindTransferChat command as follows:

    1. Drill down on the BlindTransferChat command, then click the Command Data Parameters tab.
    2. Configure the ServiceParam:AttachContext parameter for BlindTransferChat as shown in the following table.
      Name
      Value

      ServiceParam.AttachContext

      TRUE

      The settings have the following effect:

    • If ServiceParam:AttachContext is set to True, then the bookmark-transfer feature is enabled, and the bookmark string is transferred with the chat transcript.
    • If ServiceParam:AttachContext is set to False, then the bookmark-transfer feature is disabled, and the bookmark string is not transferred with the chat transcript.

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