Views for Communications Administration

This chapter provides information about some of the views in the Administration - Communications screen. It includes the following topics:

Views for Defining Configurations, Drivers, Profiles, Agents, and Telesets

The following views are used to specify communications configurations, communications drivers and profiles, telesets and extensions, and agents:

All Configurations. Create, modify, copy, or delete a record for a named communications configuration and define or associate related data such as parameters, profiles, agents, commands, and events. For more information, see Creating or Modifying a Communications Configuration.
Communications Drivers and Profiles. Specify parameter values for communications drivers and define profiles to provide access to the driver and to specify override values for selected parameters. For more information, see Configuring Communications Drivers and Profiles.
Agent General Profile. View or modify information about call or contact center communications users (contact-center agents and supervisors), including their ACD agent logins and passwords and associated ACD queues. Also associate an agent with one or more configurations or telesets. For more information, see Specifying Agents.
All Telesets. Specify the telesets in your call center. For each teleset, specify its extensions (according to the switch that you use). You can specify authorized agents for the teleset here or in the Agent General Profile view. For hoteling telesets, specify the hoteling computer’s host name. For more information, see Specifying Telesets.
All Extensions. View information about all defined extensions and view or modify each extension’s type and associated teleset. For more information, see Specifying Telesets.

Views for Defining Events

The following views are used to specify event handlers, event responses, and event logs:

All Event Logs. Create or modify each event log, specify parameters and values, and associate the event log with a configuration.
All Event Responses. Create or modify each event response, specify parameters and values, and associate the event response with a configuration. Also associate the event response with one or more event logs.
All Event Handlers. Create or modify each event handler, specify parameters and parameter values, and associate the event handler with a configuration, and optionally with a profile. Also associate the event handler with an event response.

For more information, see Defining Communications Events.

Views for Defining Commands

The following views are used to specify commands and command data definitions:

All Command Data. Create or modify each command data definition, specify parameters and values, and associate the command data definition with a configuration.
All Commands. Create or modify each command, specify parameters and values, and associate the command with a configuration, and optionally with a profile. Also associate the command with a command data definition.

For more information, see Defining Communications Commands.

View for Exploring Configurations

The Configuration Explorer view provides an alternative way to view or specify some of the configuration elements. It allows you to view or specify communications configuration data. For more information, see Viewing All Communications Configuration Data.

Views for Reviewing Run-time Status Data

The following view allows you to display run-time status information about agents and communications work items:

All Active Agent Status. View information about the communications activities of agents. For more information, see Viewing Communications Status Data.
All Channel Items. View information about active work items for each supported channel type. For more information, see Viewing Communications Status Data.

View for Specifying Settings for Notifications (Message Broadcasts)

The following view allows you to specify settings for notifications (message broadcasts):

Message Broadcasts. Specify notification settings. For more information, see Siebel Applications Administration Guide.

Views for Siebel Email Response

For information about the views used for Siebel Email Response and related features, see Siebel Email Administration Guide.

View for Siebel Chat

For information about the views used for Oracle’s Siebel Chat, see Siebel Chat Guide.