Siebel Chat Guide
What's New in This Release
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Overview of Siebel Chat
About Siebel Chat
Siebel Chat Features
Siebel Chat Users
Siebel Chat Process Flows
Agent-Facing Chat Process Flow
Customer-Facing Chat Process Flow
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Setting Up Siebel Chat
Installing Customer-Facing Components
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
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
Required Parameter Configuration When Using Siebel Chat on Oracle Solaris
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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
Accessing Siebel Chat in Siebel Call Center
Checking That All Server Component Groups are Started for Siebel Call Center
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
About the Communications Toolbar
Logging in to Siebel Chat
Receiving a New Chat
Accepting an Incoming Chat
Accepting an Incoming Chat Manually
Opening an Automatically Accepted Incoming Chat
Responding to an Incoming Chat
Sending a Message
Pushing a Web URL
Sharing Information Using Smart Share
Handling Siebel Chat Sessions
Showing and Hiding the Chat Pane
Handling Multiple Simultaneous Chat Sessions
Transferring Chat Interactions to Others
Handling Transferred Chat Interactions
Releasing Chat Sessions
Closing Chat Sessions
Guidelines for Handling Unsuccessful Chat Interactions
About the Chat Dashboard
About the Customer Dashboard
Creating a Service Request Manually
Viewing Service Requests, Activities, and Contacts Using the Chat Dashboard
Showing and Hiding the Chat Dashboard
Changing Agent Status
Agent and Siebel Chat Interaction States
Setting Up Logging and Tracing for Siebel Chat Components
Logging for the Communications Management Component Group
Setting Siebel Server Logging Parameters
Siebel Chat Logging
About Web Notifications
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Customizing Siebel Chat
About Customizing Siebel Chat
Siebel Call Center and Siebel Chat-Related Applets
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
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
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Configuring Siebel Chat Auto Answer
Roadmap for Configuring Siebel Chat Auto Answer for Agents
Configuring the Siebel Chat BlinkTab System Preference
Setting the Color for the Siebel Chat Blinking Tab
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
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Localizing Siebel Chat
Setting Up Siebel Chat for Languages Supported by Third-Party Chat Solutions
Setting Up Siebel Chat for Languages Not Supported by Default by Third-Party Chat Solutions
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Siebel Chat Deployment Using Third-Party Chat Solutions
Deployment of Siebel Chat Using Third-Party Chat Solutions
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Methods for Customizing Siebel Chat Process Flow and Interface Functionality
Methods for Customizing Siebel Chat Process Flow and Interface Functionality
AcceptChatEx
FindRecord
FindRecordEx
GetActiveChatActId
GetChatDataByField
GetLanguageCodeFromMapping
GetSystemPreference
GetTransferredActivityDataFromDB
InsertRecord
OpenView
OpenViewEx
PostScreenPopRequest
PreScreenPopRequest
PushToToolbarCallFunction
RefreshChatPaneDashboard
RestoreMainViewFromBookmark
UpdateChatDataField
UpdateChatDataFieldEx
UpdateChatUIField
UpdateRecord
UpdateWithBCField
UpdateWithBCFieldEx
UpdateWithChatData
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