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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

1. Verify that the Accept Chat Workflow name in the ChatAcceptedLog is configured in your Siebel Business application as follows:
   1. Navigate to Administration - Communications, then the All Event Logs view.
   2. 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.
   3. 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.

2. Verify that the run-time events for updating the chat display name have been added to your Siebel application and configured appropriately as follows:
   1. Navigate to Administration - Runtime Events, Actions Sets view, then select the Personalization Action Set list applet.
   2. Add a record with the values shown in the following table, if a record is not already configured with these values.

      Field	Value
      Name	Update Chat Display Name
      Active	Selected
      Enable Export	Selected
      Description	Update Chat Display Name

   3. Navigate to Administration - Runtime Events, Actions Sets view, then select the Personalization Action list applet.
   4. Add a record with the values shown in the following table, if not already configured.

      Field	Value
      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"

   5. Navigate to Administration - Runtime Events, then the Events view.
   6. Add a record with the values shown in the following table, if not already configured.

      Field	Value
      Action Set Name	Update Chat Display Name
      Sequence	1
      Object Type	BusComp
      Object Name	Service Request
      Event	WriteRecordUpdated

3. Update the Chat Display Name Update Process workflow in Siebel Tools as follows:
   1. Start Siebel Tools.
   2. 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.

   3. Configure the following methods as required in the following order:
      • UpdateChatDataField. This method resets the ChatDisplayName in the Chat Data map to an empty string.
      • Update ChatDataFieldEx. This method updates the field in the Chat Data map with the value in a business component field.
      • UpdateWithBCField. This method updates a field in the Chat Data map with the value in a business component field.
      • UpdateWithBCFieldEx. This method updates the field in the Chat Data map with the value in a business component field.
      • UpdateWithChatData. This method updates a field in the Chat Data map with the value in the Oracle Contact On Demand Chat Data field.
      • UpdateChatUIField. This method updates the chat display name in the chat pane.

        For more information about each of these methods, see Methods for Customizing Siebel Chat Process Flow and Interface Functionality.