Communications Operations for End Users

This chapter provides information about end-user operations relating to communications capabilities. It includes the following topics:

Most of the tasks described in this chapter are typically performed by users such as call center agents who are primary users of communications features. These tasks might also be performed by users such as call center managers or communications administrators.

Note: End users are not expected to directly use this guide. Your Siebel application implementation might differ from what is described in this chapter. This chapter contains references to administration topics that relate to the end-user operations described here.

Setting Communications User Preferences

The User Preferences screen contains two sets of communications-related settings, Outbound Communications and Communications. Users can modify, or might have to modify, these settings depending on the needs of your business or on the users’ preferences. The Communications options also include a list of the agent’s ACD queues, which the agent can selectively log in to or log out of.

Preferences are stored separately for each user and stored based on Siebel client type:

Preference settings specified in the Siebel Web Client are stored on the Siebel Server computer.
Preference settings specified in the Siebel Mobile Web Client are stored on the user’s local computer.

Note: It is recommended that end users only change preference settings at the direction of the system administrator or call-center administrator.

This topic contains the following information:

Specifying Communications Preferences

This topic describes how to specify communications preferences.

To specify communications preferences

From the application-level menu, choose Tools, then User Preferences.
The User Preferences screen is displayed.
From the link bar, choose either Outbound Communications or Communications.
The appropriate set of communications preferences are displayed.
Specify the preferences. Preference settings are described in the following topics:
- Preference Settings for Communications
- Logging In to or Out of an ACD Queue
As necessary for the particular setting, log out of the Siebel application and log in again.
The descriptions for each user preference setting indicate whether this step is required.

Preference Settings for Communications

This topic describes in detail the preferences in the Communications options of the User Preferences screen. The preference settings are grouped by category. Each preference applies only to certain communications features.

General Preferences

The following are the communications preferences in the General category. These preferences apply to users who are part of a communications configuration. Such users typically handle voice calls using Siebel CTI, or receive inbound work items using Siebel Email Response.

Receive Screen Pop. If a user wants not to be the recipient of screen pops upon communications events, such as receiving a new or transferred work item, then the user can clear this check box to disable receiving screen pops.
If this option is not checked, then no screen pops are received. By default, each user receives screen pops.
Send Screen Pop. When this check box is checked, attaching Siebel client context data is enabled for work item transfers and conferences and for internal calls placed by the agent.
If this option is not checked, then context data is not attached, and no screen pops are sent. By default, each communications user sends screen pops.
For more information about requirements for screen pops, see Event Responses.
Bring Siebel to Front. This user preference provides options that integrate with the Web notifications feature that is supported by many browsers. It can help to notify the agent of an incoming work item and to make it easier to display the Siebel application browser window when needed, so the agent can use the communications toolbar or other application features. Screen pops, if they are enabled, are still generated regardless of the setting of this user preference.
When the Web notifications feature is supported and has been enabled in the browser by the agent, then a Web notification can be triggered by a session communications event for an incoming work item, such as a voice call or chat. When the agent clicks in the Web notification box, then the browser window in which the Siebel application is running is brought to the front (in some cases).
Multiple notification boxes will appear if there are multiple incoming work items. Clicking inside any notification box closes all of the existing notification boxes.
The same settings that trigger the Web notification on an incoming work item also cause the title bar of the Siebel application browser window to flash and to display any custom text that you have specified with the BringSiebelToFrontBrowserTitle parameter. For more information, see Parameters for Communications Configurations.

Note: The behavior of this feature varies depending on the browser and operating system version. If Web notifications are not supported, then the agent in some cases might need to restore the browser window manually, such as from the taskbar in Microsoft Windows.
The Bring Siebel to Front options are:
- On All Incoming Work Items. Triggers a Web notification on all session communications events received at the agent’s computer that represent incoming work items (that is, voice calls and chats). This option is the default and is best for general use by agents running a single instance of the Siebel client.
- On Matching Events. Triggers a Web notification on session communications events that match that instance of the Siebel client.
  
  Note: The On Matching Events option must be used only by agents running multiple instances of the Siebel application client that are each enabled for session communications, but that have different settings, such as for language or locales. In such a situation, different event handlers might be defined, for example, for each language or locale. Use this setting only at the instruction of an administrator. Administrators can find more information in the description of the MaxCommToolbars configuration parameter, in Parameters for Communications Configurations.
- Off. Does not bring trigger a Web notification on any session communications event.
Auto Login to Call Center at Startup. When this check box is checked, an agent automatically logs in to the call center’s communications systems when starting the Siebel client or connecting to the Siebel database.
What the agent logs in to depends on how your communications environment has been deployed and how login commands are configured in the communications configuration. Agents can log in to ACD queues. Automatic login can make it easier for your users to begin receiving inbound work items from these sources.
Voice agents who are authorized users for more than one teleset might be best advised not to use automatic login, so they can verify which extension they are using before logging in.

Note: Generally, end users must change this setting only at the direction of the system administrator or call-center administrator.Whether this control can be set by agents depends on the setting of the AutoLogin configuration parameter. Administrators can find more information under Parameters for Communications Configurations and Configuring Communications Login and Logout.
Message Display Interval. Specifies the length of time, in seconds, that a message displays in the status bar before the communications toolbar. (An example message might be Call from 6505060000.) The default value is 7 seconds.
Whether this control can be set by agents depends on the setting of the MessageDisplayInterval configuration parameter. Administrators can find more information under Parameters for Communications Configurations.

Sound Settings

The following are the communications preferences in the Sound category. These preferences apply to users who are part of a communications configuration. Such users typically handle voice calls using Siebel CTI, or receive inbound work items using Siebel Email Response:

Enable Sound. Lets the agent specify if a sound file plays when an inbound work item arrives. By default, no sound file plays.
If Enable Sound is checked, then when a work item arrives, if no valid sound file is specified, the computer might beep. For more information, see the description of the Sound File user preference.
Sound File. Lets the agent specify which sound file to play when the Enable Sound user preference is checked. For example, you can specify ringin.au, ringin.wav, or another such file that is valid for your environment. See also the description of the Enable Sound user preference.
The sound file must be specified according to the CORS standard for WC3, and can use an absolute URL, a relative URL, or a scheme-relative URL. The following limitations apply:
- The Sound File user preference does not support specifying a local path for a sound file.
- If sound is enabled but no sound file is specified, then the browser does not beep.
- The browser must support HTML 5 in order to play a sound file.
- Whether a particular type of sound file can play depends on the browser.
The default value for the Sound File user preference includes a relative URL that corresponds to the applicationcontainer\webapps\siebel/files directory on the installed Siebel Application Interface directory. Another common way to specify the sound file would be to use a URL like this:
```
http://example.com/path_to/ringin.wav
```

Teleset and Configuration Settings

The following are the communications preferences in the Teleset and Configuration category. These preferences apply to users who are part of a communications configuration. Such users typically handle voice calls using Siebel CTI, or handle other types of inbound work items through the communications toolbar.

The first two options described apply only to agents who handle voice calls using Siebel CTI.

Teleset. Lets the agent specify the teleset to use the next time the agent logs in.
The telesets an agent can choose from are those that have been associated with the agent. These telesets were specified when the teleset, agent, and extension data was entered in the views in the Administration - Communications screen. The Standard Extension field lists extensions for the currently selected teleset.
An agent can choose a teleset from the Teleset field only if at least one teleset has been associated with the agent, and the agent is not using a hoteling teleset.
If the agent has logged into a hoteling computer, then the current hoteling teleset is shown in this field; the agent cannot change it.

Note: After you choose a different teleset and extension, you must log out and log in again in order for the new extension to be in effect.
Administrators can find more information under Specifying Telesets.
Standard Extension. Lets the agent specify the standard extension to use, from the teleset selected in the Teleset field, the next time the agent logs in.
The available extensions to choose from are those of the current teleset. These extensions were specified when the teleset, agent, and extension data was entered in the views in the Administration - Communications screen. Standard extensions (of type S for standard DN) are listed for each teleset the agent is assigned to, or for each hoteling teleset.
If the agent is using a computer associated with a hoteling teleset, then the extensions of this teleset are shown in this field.

Note: After you choose a different extension, you must log out and log in again in order for the new extension to be in effect.Administrators can find more information under Specifying Telesets.
Configuration. This option specifies which communications configuration is in effect for the agent.
This field lists all configurations with which the agent has been associated. If this option has not previously been chosen, then the default configuration displayed here is the agent’s primary configuration, as specified by the administrator. Otherwise, the configuration displayed is the last configuration used.
Although an agent can be specified for multiple configurations, only one configuration can be in effect at one time.

Note: After you choose a different configuration, you must log out and log in again in order for the new configuration to be in effect. Just before you log out to end a session for any configuration that is not your regular configuration, change this field back to the configuration that you regularly use.Administrators can find more information under Specifying Agents.

Logging In to or Out of an ACD Queue

This topic describes how to log in to or out of an ACD queue. This procedure is performed in the Communications options of the User Preferences screen.

Note: This topic applies only to users who handle voice calls (Siebel CTI users) and receive inbound calls routed from one or more ACD queues. Logging in to ACD queues is not always necessary for voice call implementations, depending on the switch type. Consult your administrator.

In the Agent Queues list in the User Preferences screen, you can log in to or out of individual queues selectively, including those which are not designated as primary.

Alternatively, by using the Log In and Log Out buttons on the communications toolbar, you can log in to or out of all ACD queues designated as primary queues for you, or log in to or out of other communications systems. For more information, see Logging In to and Out of the Communications System, which is part of Using the Communications Toolbar.

Administrators can also configure automatic login and logout. For more information, see Configuring Communications Login and Logout.

To log in to or out of an ACD queue

From the application-level menu, choose Tools, then User Preferences.
The User Preferences screen is displayed.
From the link bar, choose Communications.
The Agent Queues list appears next to the Communications form. All ACD queues with which the agent is associated are listed, and the current login status for each queue is indicated.
To log in to a queue, select the record for the queue, then click Login in the Agent Queues list.
To log out of a queue, select the record for the queue, then click Logout in the Agent Queues list.

Using the Communications Toolbar

The communications toolbar (which is also called the CTI toolbar) allows you to manage many types of inbound and outbound communications work items. Channel types can include voice, email, fax, wireless message, and others.

Supported channel types depend on the Siebel and third-party products your company is using and on your job function. Your company might support types of communications work items not listed here.

The toolbar buttons can be configured based upon the Siebel modules and third-party communications systems available to you. The communications toolbar is used by various Siebel modules that support communications functions.

The Siebel administrator or configurator can customize the communications toolbar, such as to modify the command a button invokes or add buttons for new commands, or to modify the display of the communications toolbar within the communications panel. Agents can also modify the display of elements within the communications panel. For more information, see About Communications Panel and Communications Toolbar Configuration.

The agent can use a menu command to refresh the status of the communications toolbar. For more information, see Using the Menu Command for Refreshing the Communications Toolbar.

Note: If a record is being created or edited, and has not been committed, then clicking a button on the communications toolbar might not perform the function correctly. You cannot save the record if some required fields have not yet been filled in appropriately. Before performing an action such as to transfer a call (and send a screen transfer), agents must complete and commit all changes or undo the record, as appropriate.

This topic contains the following information:

Displaying the Communications Panel and the Communications Toolbar

If your Siebel user name has been included as an agent for a communications configuration, then the communications toolbar appears in the Web browser in the Siebel application. The communications toolbar appears by default at the start of the communications panel on the side of the Siebel application display area.

Within the communications panel, you can modify the display of each element, such as the communications toolbar. Options include displaying more or less of the toolbar.

You can also modify the display of the entire communications panel. Options include hiding or displaying the panel, undocking the panel for a floating display or docking the panel, and choosing a wide or narrow display of the panel. An icon on the application toolbar lets you display or hide the communications panel. If the communications panel is displayed, click this icon to hide the panel. If the communications panel is hidden, click this icon to display the panel.

For more information about using the application toolbar, see Siebel Fundamentals Guide.

Related Books

Siebel Fundamentals Guide

Configuring Siebel Open UI

Communications Toolbar Controls

The communications toolbar controls work together to allow you to perform communications tasks within your Siebel application. The toolbar controls have ToolTips, so you can point to any control to learn its name or to determine its current state or availability:

Note: All communications features in the Siebel application user interface are subject to the configuration decisions for your company’s implementation.

Channel Type Indicator. Indicates the channel type of the active work item, such as email, phone, and so on. If there are no active work items, then the icon is blank.
In-Queue Time Indicator. Indicates, in the ToolTip text, how long the active work item has been assigned to you (in-queue time).
Elapsed Time Indicator. Indicates the working time for the active work item, in the form HH:MM:SS, where HH is the hours, MM is the minutes, and SS is the seconds. This is the time elapsed since a work item became active, such as when an inbound call was answered.
Text Input Field. Allows you to enter data such as the extension of a person to whom you want to transfer a voice call or the extension of a person to whom you want to make a new call. In some hoteling implementations, you might also enter the local computer’s host name in this field before logging into the communications system.

Keyboard shortcuts for communications commands do not use as input any data entered into this field.

Initiate Work Item. Allows you to initiate a communications work item. Use the pop-up menu to initiate a work item of a given channel:
- Make Call (voice or phone channel)
- Send Email (email channel)
- Send Fax (fax channel)
- Send Wireless Message (wireless message channel)
- Send Page (pager channel)
Accept Work Item. Indicates the channel type of an active inbound communications work item that has arrived. You can click the main button to accept the work item, or use the pop-up menu.
- Accept Call (voice or phone channel)
- Accept Email (email channel)
- Accept Chat (chat channel)
- A multichannel icon indicates that work items of multiple channels have arrived, such as a voice call and an email message. Use the pop-up menu to accept an individual work item of a specific channel.
Release Work Item. Allows you to release or disconnect the active work item.
Blind Transfer. Allows you to perform a one-step transfer of a work item such as a voice call.
Consultative Transfer. Allows you to initiate and to complete a two-step transfer of a voice call.
Conference. Allows you to initiate and to complete a conference call.
Retrieve Call. Allows you to retrieve the original call when the intended recipient declines a consultative transfer or conference call.
Pause Work Item. Allows you to pause the active work item, such as to put a voice call on hold.
Work Items list. Allows you to select a paused work item on which to resume work.
Resume Work Item. Allows you to resume work on a paused work item selected from the Work Items list.
Forward Work Items or Cancel Forward. Allows you to forward inbound work items, such as forwarding voice calls to a different extension, and to cancel forwarding.
Change Ready State. For each supported inbound channel type, allows you to specify that you are unavailable to accept work items (Not Ready state), or that you are available again (Ready state). Use the pop-up menu to change the state for a specific channel. For example:
- Ready or Not Ready for Call (voice or phone channel)
- Ready or Not Ready for Email (email channel)
Log In. Allows you to log in to a communications system such as an ACD queue.
Log Out. Allows you to log out of a communications system such as an ACD queue.

Logging In to and Out of the Communications System

If this capability is supported by your company’s call center implementation, then you can log in to and out of elements of your communications system by using the Log In and Log Out buttons.

Your Siebel application can be configured to log you into ACD call queues and can be configured to support automatic login or automatic logout. For voice calls, these capabilities depend on the CTI middleware your company uses.

If the option Auto Login to Call Center at Startup is checked in your communications user preferences, then starting the Siebel application automatically logs you in. Alternatively, automatic login can be set by the administrator in the communications configuration.

If automatic logout is set by the administrator, then exiting the Siebel application automatically logs you out of applicable communications systems, such as ACD queues.

Use Log In and Log Out commands and the Auto Login to Call Center at Startup setting as instructed by your call center manager.

For more information about the Auto Login to Call Center at Startup user preference, see Preference Settings for Communications.

For information about logging in to or out of ACD queues selectively, see Logging In to or Out of an ACD Queue.

Logging In to the Communications System

This procedure describes how to log in to the communications system.

To log in to the communications system manually

After starting the Siebel application, click Log In.

Logging Out of the Communications System

This procedure describes how to log in out of the communications system.

To log out of the communications system

Click Log Out.

Receiving Inbound Work Items

When an inbound work item is routed to you, the Accept Work Item button blinks, and you can accept and begin working on the item.

The Accept Work Item button shows what type of work item is coming in: a phone icon represents a voice call, an envelope icon represents an email message, and so on.

When an inbound work item arrives, the following events might also occur:

Customer data might be displayed in the customer dashboard.
A screen pop with relevant data might appear, or you might have to navigate to the appropriate part of the Siebel application.

Accepting an Inbound Work Item

This procedure describes how to accept an inbound work item.

To accept an inbound work item

Click Accept Work Item when the pause blinks to indicate the arrival of a work item.

You can have multiple work items at the same time, such as voice calls on hold or other paused work items. However, only one work item is active at a time. The channel type of the active work item is indicated before the communications toolbar.

Releasing an Inbound Work Item

This procedure describes how to release an inbound work item.

To release the current work item

Select the work item from the Work Items list.
Click Release Work Item, as appropriate for the channel type for the work item.

Note: If you are working with an activity record or another type of record that is automatically associated with a work item, then you must save any changes to the record before you release the work item. In addition, in order to make changes after releasing the work item, you must first refresh the record. Otherwise, changes that you make to the record might be lost.

Initiating Work Items

You can initiate communications work items, such as voice calls or email messages, from the communications toolbar. The Initiate Work Item button allows you to choose the channel type for the work item.

Note: Using the Send Email, Send Fax, Send Wireless Message, or Send Page commands in the File menu is equivalent to using the communications toolbar to initiate these activities. For more information about these actions, see Siebel Email Administration Guide.

Initiating a Work Item

This procedure describes how to initiate a work item.

To initiate a work item

Optionally, specify the recipient for the work item by selecting a contact or employee record, or by entering a phone number into the text input field.

Note: Recipient information entered into the text input field of the communications toolbar applies to initiating voice calls only. It does not apply to initiating email, fax, wireless, or page messages.
Do one of the following:
- If no work item has been initiated within the current session, then click Initiate Work Item to initiate a work item of the channel type that corresponds to the current context.
- If a work item of a particular channel was previously initiated, then click the Initiate Work Item button to initiate another work item of the same channel type.
- If you want to choose the channel type explicitly, then click the arrow next to the Initiate Work Item, then select a supported channel type from the displayed menu.
- In some cases, you can initiate a voice call to a contact by clicking a hyperlink phone number in a list or by clicking a phone button next to a phone number in a form. This action does not use the communications toolbar.
If you did not specify contact information first, then do so now in the dialog box that appears.

Releasing the Current Work Item

This procedure describes how to release the current work item.

To release the current work item

Select the work item from the Work Items list.
Click Release Work Item, as appropriate for the channel type for the work item.

Note: If you are working with an activity record or another type of record that is automatically associated with a work item, then you must save any changes to the record before you release the work item. In addition, in order to make changes after releasing the work item, you must first refresh the record. Otherwise, changes that you make to the record might be lost.

Transferring or Conferencing Work Items

You can transfer a current work item to another person (such as when you want to escalate an item to a supervisor, or conference another person into a customer call). A voice call can also be transferred to an ACD call queue, depending on your call center. Three transfer and conference operations are supported:

Blind transfer (one-step transfer)
Consultative transfer (two-step transfer, voice calls only)
Conference (two steps, voice calls only)

Note: If a screen transfer of the transferring agent’s current record is sent to the receiving agent of a transferred work item, then any changes to this record must be saved before the agent performs the transfer. If a single record only is displayed in a list, then the transferring agent must save changes explicitly before transferring.

Performing a Blind Transfer on the Active Work Item

This procedure describes how to perform a blind transfer on the active work item.

To perform a blind transfer on the active work item

Specify the person to whom you want to transfer the active work item by selecting an employee record or by entering contact information, such as phone extension, in the text input field.
Click Blind Transfer.
The work item is released immediately.

Performing a Consultative Transfer on the Active Voice Call

This procedure describes how to perform a consultative transfer on the active voice call.

To perform a consultative (two-step) transfer on the active voice call

Specify the person to whom you want to transfer the active voice call by selecting an employee record or by entering the recipient’s extension in the text input field.
Click Consultative Transfer.
The current call is paused, and the transfer recipient is dialed.
Do one of the following:
- When the transfer recipient answers and indicates acceptance of the transfer, click Consultative Transfer again (toggle the button) to complete the transfer and release the call.
- If the transfer recipient does not accept the transfer, then click Retrieve Call to retrieve the call.

Creating a Conference for the Active Voice Call

This procedure describes how to create a conference for the active voice call.

To create a conference for the active voice call

Specify the person with whom you want to conference the active voice call by selecting an employee record or by entering the recipient’s extension in the text input field.
Click Conference.
The current call is paused, and the conference recipient is dialed.
Do one of the following:
- When the conference recipient answers and indicates acceptance of the conference, click Conference again (toggle the button) to complete the conference and include all parties on the active call.
- If the conference recipient does not accept the conference, then click Retrieve Call to retrieve the call.
Repeat Step 1 through Step 3 to add participants, as appropriate.

Pausing and Resuming Work Items

You can pause the active work item, such as putting a voice call on hold, and you can resume a paused work item.

Pausing the Active Work Item

This procedure describes how to pause the active work item.

To pause the active work item

Click Pause Work Item.

A voice call is put on hold, or a work item of another channel is paused, until you resume it.

Resuming a Paused Work Item

This procedure describes how to resume a paused work item.

To resume a paused work item

If you have an active work item, then pause it, as described earlier.
Select a work item from the Work Items list.
Click Resume Work Item to activate the selected work item.

Forwarding Work Items

You can have inbound work items of supported channel types forwarded to you, such as having voice calls forwarded to you at a different extension. Only work items subsequently routed to you are forwarded. The toolbar button is a toggle, where the button name changes depending on the state.

To specify forwarding for inbound work items

In the text input field, enter the contact information, such as a phone extension, where you want your work items forwarded.
Click Forward Work Items.
Toggle the button to cancel forwarding.

Changing the Ready State

You can specify that you are unavailable to receive new inbound work items of each supported channel type (such as when you need time to complete after-call work, or you are taking a break). For each channel type, new work items are not assigned to you while the Not Ready state is set for that channel.

You can choose Change Ready State separately for each channel type, or for work items of all supported channel types. The toolbar button is a toggle.

If all channels are in Not Ready state, then the button is toggled down (appearing to be depressed). If any, or all, channels are in Ready state, then the button is toggled up.

Indicating That You Are Not Ready to Receive Inbound Work Items

This procedure describes how to indicate that you are not ready to receive inbound work items.

To indicate that you are not ready to receive inbound work items

Do one of the following:
- Click Change Ready State to indicate that you are not ready to receive any inbound work items of all channel types for which you are eligible.
- Click the arrow next to the Change Ready State, then choose one or more options from the displayed menu to indicate that you are not ready to receive work items for the applicable channel types.

Note: If you click the Change Ready State button to set the Not Ready State for all channel types, but the button does not display as toggled-down (depressed), then this might be due to a configuration error or some other issue for one or more channels. Report this issue to your supervisor. You can still choose the Not Ready State for individual channels, as described in the second bullet item.

Indicating That You Are Ready to Receive Inbound Work Items

This procedure describes how to indicate that you are ready to receive inbound work items.

To indicate that you are ready to receive inbound work items

Do one of the following:
- Click Change Ready State to indicate that you are ready to receive any inbound work items of all channel types for which you are eligible.
- Click the arrow after Change Ready State, then choose one or more options from the displayed menu to indicate that you are again ready to receive work items of the applicable channel types.

Using Communications Menu Commands

This topic describes using the Communications submenu and communications commands in the applet-level menus. It contains the following information:

The Communications submenu, which is a submenu of the Tools application-level menu in a communications-enabled Siebel application, contains several communications commands for agents to use. The applet-level menus also contain communications commands. Some of the menu commands might perform functions equivalent to buttons in the communications toolbar.

The communications-related menu options support context sensitivity. Agents can initiate several communications operations that extract data from Siebel database records, such as phone numbers for contacts or service requests, in order to initiate communications or take actions affecting the current communications work item.

Note: If a record is being created or edited and has not been committed, then choosing a communications menu command might not perform the function correctly. You cannot save the record if some required fields have not yet been filled in appropriately. Before performing an action such as to transfer a call (and send a screen transfer), agents must complete and commit all changes or undo the record, as appropriate.

To choose communications commands

Do one of the following:
- From the application-level menus, choose Tools, then Communications, then one of the displayed submenu commands.
- From the applet-level menu, choose one of the displayed communications commands.

Example commands might include Answer Call, Associate, Blind Transfer, View Work Item, and so on.

The available commands in these menus vary according to the communications configuration in effect for the agent. Administrators can customize the content and functioning of the Communications submenu and the applet-level menus by working with the commands in the All Commands view in the Administration - Communications screen. For more information, see Configuring Communications Menu Commands.

Note: If you are working with an activity record or another type of record that is automatically associated with a work item, then you must save any changes to the record before you release the work item. In addition, in order to make changes after releasing the work item, you must first refresh the record. Otherwise, changes that you make to the record might be lost.

Using the Menu Commands for Displaying Error Messages

Agents can choose the following menu commands in order to redisplay messages, such as error messages, that had previously appeared in the area next to the application-level menus. These commands might be helpful for troubleshooting purposes. These commands are available through the communications configurations provided with Siebel Business Applications.

Displaying the Previous Message

This procedure describes how to display the previous message.

To display the previous message

From the application-level menu, choose Tools, then Communications, then Toolbar, and then Previous Message.
The previous message appears, from the stack of messages that had appeared since the time the agent logged on.

Displaying the Next Message

This procedure describes how to display the next message.

To display the next message

From the application-level menu, choose Tools, then Communications, then Toolbar, and then Next Message.
The next message appears, assuming the agent previously invoked the Previous Message command.

Using the Menu Command for Refreshing the Communications Toolbar

Agents can choose the following menu command in order to refresh the status of buttons on the communications toolbar. (The message area next to the the application-level menus is not refreshed.)

To refresh the communications toolbar

From the application-level menu, choose Tools, then Communications, then Toolbar, and then Refresh.
The communications toolbar is refreshed to the current status.