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Web Notifications for Siebel CTI

When Siebel CTI or Chat agents are using Siebel Contact Center to manage their customer communications, sometimes they may need to temporarily look up other applications or browsers for other work. In such cases the Siebel browser may get either minimized or hidden behind other application or browser windows. If there is an incoming call or chat, a visual notification is required at desktop so the agents do not miss customer calls or chats.

Siebel's solution integrates Web Notifications API with Siebel CTI and Chats. When the Siebel application browser is minimized or hidden behind other application windows, an alert window will display to notify agents about incoming calls or chats. On clicking inside the notification window, the Siebel browser comes to the front.

NOTE:  Siebel CTI Web Notifications feature supports Siebel browser to come to front only if a single browser tab is open and not if multiple browser tabs are open.

Siebel CTI Web Notifications feature is based on the standard Web Notifications API (http://www.w3.org/TR/notifications/). The World Wide Web Consortium (W3C) recommends the Web Notifications API. It is designed for end-user notifications and can alert user outside the context of a web page of an occurrence.

The Siebel CTI Web Notifications feature supports the following visual notifications to agents for incoming calls or chats.

• Displaying pop-up window
• Flashing browser title bar
• Bringing Siebel browser to the front when one more browser is running

It includes the following topics:

• How it works
• Web Notifications Display Configurations
• Applicable Releases
• Web Notifications Functionality
• Browser Add-ons