Siebel CTI Administration Guide > Communications Operations for End Users >

Using the Communications Toolbar

The communications toolbar (which is also called the CTI toolbar) allows you to manage many types of inbound and outbound communications work items. Channel types can include voice, email, fax, wireless message, and others.

Supported channel types depend on the Siebel and third-party products your company is using and on your job function. Your company might support types of communications work items not listed here.

The toolbar buttons can be configured based upon the Siebel modules and third-party communications systems available to you. The communications toolbar is used by various Siebel modules that support communications functions.

The Siebel administrator or configurator can customize the communications toolbar, such as to modify the command a button invokes or add buttons for new commands, or to modify the display of the communications toolbar within the communications panel. Agents can also modify the display of elements within the communications panel. For more information, see About Communications Panel and Communications Toolbar Configuration.

The agent can use a menu command to refresh the status of the communications toolbar. For more information, see Using the Menu Command for Refreshing the Communications Toolbar.

NOTE:  If a record is being created or edited, and has not been committed, then clicking a button on the communications toolbar might not perform the function correctly. You cannot save the record if some required fields have not yet been filled in appropriately. Before performing an action such as to transfer a call (and send a screen transfer), agents must complete and commit all changes or undo the record, as appropriate.

This topic contains the following information:

• Displaying the Communications Panel and the Communications Toolbar
• Communications Toolbar Controls
• Logging In to and Out of the Communications System
• Receiving Inbound Work Items
• Initiating Work Items
• Transferring or Conferencing Work Items
• Pausing and Resuming Work Items
• Forwarding Work Items
• Changing the Ready State