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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