Contents

• Title and Copyright Information
• Preface
• 1 What's New in This Release
  • What’s New in Siebel Chat Guide, Siebel CRM 19.1 Update
  • What's New in Siebel Chat Guide, Siebel 2018
• 2 Overview of Siebel Chat
  • Overview of Siebel Chat
  • About Siebel Chat
    • Siebel Chat Features
      • General Siebel Chat Features
      • Siebel Chat Dashboard Features
      • Siebel Chat Message Features
      • Siebel Chat Push URL Features
      • Other Features
    • Siebel Chat Users
  • Siebel Chat Process Flows
    • Agent-Facing Chat Process Flow
      • Chat Request Form
    • Customer-Facing Chat Process Flow
• 3 Setting Up Siebel Chat
  • 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
• 4 Working with Siebel Chat
  • Working with Siebel Chat
  • Siebel Chat Interface
    • Siebel Chat Interface
  • Processing Requests
    • Chat Standard Accept Process Workflow
    • Siebel Call Center Behavior When Processing Siebel Chat Requests
    • Guidelines for Processing Siebel Chat Requests
  • Verifying That Is Installed for
    • Accessing Siebel Chat in Siebel Call Center
    • Checking That All Server Component Groups are Started for Siebel Call Center
      • Starting Server Component Groups from Siebel Call Center
      • Starting Server Component Groups from the Command Line
  • Reviewing Inbound 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
      • Switching Between Chat Sessions Using Chat Tabs
      • Switching Between Chat Sessions Using the Communications Toolbar
    • Transferring Chat Interactions to Others
      • Transferring a Chat to a Workgroup
      • Transferring a Chat to Another Agent
    • 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
• 5 Customizing Siebel Chat
  • 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
      • Refreshing Siebel Chat Dashboard Fields Manually
      • Configuring Dynamic Refresh for 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 a Quick Action for the Chat Dashboard in Siebel Tools
      • Adding a Quick Action to the QuickActionList Control in Siebel Tools
    • Configuring the Display Name for Siebel Chat Sessions
    • Configuring Keyboard Shortcuts for Buttons on the Siebel Chat UI
  • Process of Configuring Feedback
    • Configuring User Preferences for Siebel Chat Feedback
    • Configuring the SendAgentTypingMsg Command
    • Configuring the ChatCustomerTyping Event Response
    • Configuring the ChatCustomerTyping Event Handler
• 6 Configuring Siebel Chat Auto Answer
  • 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 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
• 7 Localizing Siebel Chat
  • Localizing Siebel Chat
  • Setting Up Siebel Chat for Languages Supported by Third-Party Chat Solutions
    • Adding New Language Mappings in Siebel Call Center
  • Setting Up Siebel Chat for Languages Not Supported by Default by Third-Party Chat Solutions
• 8 Siebel Chat Deployment Using Third-Party Chat Solutions
  • Siebel Chat Deployment Using Third-Party Chat Solutions
  • Deployment of Siebel Chat Using Third-Party Chat Solutions
• 9 Methods for Customizing Siebel Chat Process Flow and Interface Functionality
  • 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