Siebel Chat Guide > Working with Siebel Chat >

Accepting an Incoming Chat

Agents accept an incoming chat that has been queued to them by clicking the Accept Work Item button, when it flashes, on the communications toolbar of the Siebel Call Center application. However if chat auto answer is enabled for agents in Siebel Call Center, then agents do not need to manually accept the incoming chat as the chat either opens up automatically on the agent's screen or the chat tab flashes to indicate that a new chat has been automatically accepted and queued.

By default, when an agent accepts a chat, the agent automatically becomes not ready or unavailable for other channels. If an agent does not accept an incoming chat:

• The status of that agent automatically changes to not ready, and no further incoming chats are queued to that agent until that agent changes the status back to ready. Agent status is indicated by the status button (State: ready or State: not ready) on the communications toolbar.

  If chat auto answer is enabled and the agent is configured to accept a maximum number of chats at the same time in the third-party chat server, then chat auto answer accepts incoming chats, up to the maximum number of chats allowed. For more information about agent status, see Changing Agent Status.