5Customizing Siebel Chat

Customizing Siebel Chat

This chapter describes how to customize Siebel Chat, how to configure keyboard shortcuts for chat, and how to configure chat feedback. It contains the following topics:

• 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

• Process of Configuring Siebel Chat Feedback

Note: The functionality described in this chapter applies only if you are using the default workflow to handle incoming chat requests. For more information about the default workflow for Siebel Chat, see Chat Standard Accept Process Workflow.

About Customizing Siebel Chat

Administrators can configure the appearance of the Siebel Chat interface (or chat pane), the appearance of transcript attachments, and the behavior of the push URL functionality. However, some Siebel Call Center and Siebel Chat-related applets that are configured in Siebel Tools must not be changed.

For more information about the Siebel Chat interface, which is part of the communications panel, see Siebel Chat Interface. For more information about the communications panel, see Siebel Fundamentals for Siebel Open UI and Siebel CTI Administration Guide.

For more information about customizing Siebel Chat, see the following:

• 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

Siebel Call Center and Siebel Chat-Related Applets

Some Siebel Call Center and Siebel Chat-related applets are configured in Siebel Tools. The names of these applets, which are listed in the following table, must not be changed because they might not function correctly.

Applet Name	Description	Business Component
Chat UI KB Visited Pick Applet	Shows a list of the knowledge base items visited (by a customer requesting a chat) to the agent.	Chat UI KB Visited
Chat UI URL Library Pick Applet	Shows a list of the available URLs to push to a customer during a chat.	Chat UI URL Library
Chat Web Projects Pick List Applet	Shows a list of third-party chat projects to which a chat interaction can be routed.	Chat Web Projects Pick List Applet

Configuring the Appearance of Transcript Attachments

When a chat session is released, a transcript of the chat session is attached to the activity and also to the email that is sent to the customer at the end of the chat session. Chat transcripts are stored in XML format, but before a transcript is sent as an attachment, it is transformed in to HTML using the chat.xsl file. This file is located in the following directory:

SIEBSRVR_ROOT\webtempl

Administrators can configure the appearance of transcript attachments by modifying the chat.xsl file. This file contains parameters that can be modified to get the required look and feel for transcript attachments. To configure the appearance of transcript attachments, complete the steps in the following procedure.

To configure the appearance of transcript attachments

1. Open the chat.xsl file.

2. Modify the parameters, as required.

3. Save the chat.xsl file to the following location on Siebel Server for the changes to take effect.

   SIEBSRVR_ROOT\webtempl 
   

Configuring the Behavior of the Push URL Functionality

You can configure the behavior of the push URL functionality for Siebel Chat, whereby pushed content can appear to the user in either one of the following ways:

• In a frame alongside the customer chat UI in the same browser.

  This is the default setup for Siebel Chat.

  Caution: You are about to leave the application. Clicking OK will take you away from the chat application, and terminate the chat interaction.

• In a completely new browser window.

  If you want your pushed content to display in a completely new browser window, then you must modify the web.xml configuration file, as described in the following procedure.

  If this option is configured, the first URL pushed opens in a new browser window, and subsequent URLs pushed refresh the original browser window.

To configure the behavior of the push URL functionality for Siebel Chat, complete the steps in the following procedure.

To configure the behavior of the push URL functionality

1. Open the web.xml configuration file.

2. Modify the following option in web.xml:

   context-param>
      param-name>SiebelChatPushedURLAsPopup/param-name>
      param-value>off/param-value>
   /context-param>

   1. Set this option to on if you want pushed content to display in a new browser window.

   2. Set this option to off if you want pushed content to display in a frame alongside the customer chat UI.

3. Save the web.xml file.

Note: It is not necessary to shut down and restart the servers for this change to take effect, nor for the cache to be cleaned.

Customizing the Siebel Chat User Interface

Administrators can configure the appearance of the Siebel Chat interface, the behavior of buttons and functionality on the chat interface, and keyboard shortcuts for chat functionality. For more information, see the following topics:

• Configuring Siebel Chat Dashboard Fields

• Formatting Siebel Chat Dashboard Fields

• Configuring Siebel Chat Pane Drop-Down Controls

• Refreshing 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 the Display Name for Siebel Chat Sessions

• Configuring Keyboard Shortcuts for Buttons on the Siebel Chat UI

• Process of Configuring Siebel Chat Feedback

When you remove elements from the chat dashboard, you increase the chat transcript and message input areas of the chat pane as a result. Before starting to customize the Siebel Chat interface, it is recommended that you review the following topics:

• About Customizing Siebel Chat

• Configuring the Appearance of Transcript Attachments

• Methods for Customizing Siebel Chat Process Flow and Interface Functionality

Configuring Siebel Chat Dashboard Fields

You can configure the following fields for the chat dashboard: Area, Subarea, Product, Summary (or Problem). To add, remove, or modify chat dashboard fields, you must configure the DashboardFields control user property under the Chat Tab Applet in Siebel Tools. Because of the limited size of the chat pane, it is recommended that you configure up to a maximum of five or six fields for the chat dashboard. Use the following procedure to configure the chat dashboard fields.

To configure Siebel Chat dashboard fields

1. Start Siebel Tools.

2. In the Object Explorer, go to Project, find Chat UI, and then lock Chat UI.

3. In the Object Explorer, go to Applet, and then find Chat Tab Applet.

4. Drill down on Control, and then select DashboardFields.

5. Drill down on Control User Prop.

6. Configure, for example, the following chat dashboard fields as required:

   • Area

   • Subarea

   • Product

   • Summary (or Problem)

   • MaxRowNum

     MaxRowNum represents the number of rows to show on the chat dashboard. By default, the value in MaxRowNum is 6. However, if MaxRowNum is set 5, then only five rows appear on the chat dashboard.

7. To modify the name of a field as it is displayed on the chat dashboard, edit the Value field.

8. To remove a field from the chat dashboard, click the Inactive field next to the Value field.

9. Publish the repository updates.

10. Restart the Siebel Server.

Formatting Siebel Chat Dashboard Fields

For each chat dashboard field configured, you can define where it appears on the chat dashboard (the row and column) and the width of the field. Use the following procedure to format chat dashboard fields.

To format Siebel Chat dashboard fields

1. Start Siebel Tools.

2. In the Object Explorer, go to Project, find Chat UI, and then lock Chat UI.

3. In the Object Explorer, go to Applet, and then find Chat Tab Applet.

4. Drill down on Control, and then select DashboardFields.

5. Drill down on Control User Prop.

6. Configure, for example, the following fields as required:

   • Column. The column where the field appears. The value can be either 1 or 2 because each row on the chat dashboard can be divided into a maximum of two columns.

   • Length. The width of the field, which can be either half or full. The length value is case sensitive. A value of full indicates that the field width is the entire length of the row; half indicates that the field width is only half the length of the row. Any other value is treated as a full value.

   • Row. The row where the field is located. The value can be from 1 to MaxRowNum. MaxRowNum is configured for the DashboardFields control user property. Any value less than 1 or larger than MaxRowNum is ignored.

   • Value. Indicates the data source to which the field belongs. The value can be interaction data or a business component field. The format of the value is as follows: {BC Name:fieldName} or {CCA-Data:fieldName}.

   For example, the user properties for the Area and Product fields are shown in the following table.

   User Property Name	Values for the Area Field	Values for the Product Field
   Column	1	1
   Length	half	half
   Row	1	2
   Value	CCA_Data:Area	ServiceRequest:Product

7. Publish the repository updates.

8. Restart the Siebel Server.

Configuring Siebel Chat Pane Drop-Down Controls

You can configure the controls for the following drop-down elements on the chat pane:

• KB Visited field control and button

• Action field control and button

Use the following procedure to configure the controls for the KB Visited and Action on the chat pane.

To configure Siebel Chat pane drop-down controls

1. Start Siebel Tools.

2. In the Object Explorer, select Applet, and then Chat Tab Applet.

3. In the Object Explorer, select Applet User Prop, then the appropriate control.

4. To configure the KB Visited control, do one of the following:

   • Deselect the Visible property for KB to make the whole field control invisible on the chat dashboard. Select the Visible property for KB to make the whole field control visible.

   • Set the Visible property for the KBButton control to False to make only the KB Visited button invisible on the chat dashboard. Set it to True to make only the KB Visited button visible on the chat dashboard.

5. To configure the QuickActionList control:

   • Set the Visible property for QuickActionList to False to make the whole field control invisible on the chat dashboard. Set it to True to make the whole field control visible.

   • Set the Visible property for the Go control to False to make only the Action button invisible on the chat dashboard. Set it to True to make only the Action button visible.

6. Publish the repository updates.

7. Restart the Siebel Server.

Refreshing Siebel Chat Dashboard Fields

By default you can manually refresh Siebel Chat dashboard fields. However, you can also set up chat dashboard fields to dynamically refresh.

Refreshing Siebel Chat Dashboard Fields Manually

After changing fields, such as, Account and Contact on the Chat Service Request detail view, you can manually refresh the chat dashboard fields during a chat session to show the latest changes.

To manually refresh the Siebel Chat dashboard fields

1. Click the Action menu in the chat dashboard.

2. Select Refresh Chat Dashboard Fields, and then click Go.

Configuring Dynamic Refresh for Siebel Chat Dashboard Fields

If you want the fields on the chat dashboard to update straight away after an agent changes the business component values, then you must configure a new action set and run-time event respectively. Use the following procedure to configure dynamic refresh for Siebel Chat dashboard fields so that after an agent updates, for example, the service request record, the chat dashboard fields are updated automatically as well.

To configure dynamic refresh for Siebel Chat dashboard fields

1. Log in to your Siebel Call Center application.

2. Create the action set to update the chat dashboard as follows:

   1. Navigate to Administration - Runtime Events, Actions Sets view, select the Personalization Action Set list applet, and then add a record with the values shown in the following table.

      Field	Value
      Name	Update Chat Dashboard
      Active	Selected
      Enable Export	Selected
      Description	Update the BC field values on the chat dashboard.

   2. Navigate to Administration - Runtime Events, Actions Sets view, select the Personalization Action list applet, and then add a record with the values shown in the following table.

      Field	Value
      Name	Update Chat Dashboard
      Action Type	BusService
      Sequence	1
      Active	Selected Note: This field indicates whether the action is active or not.
      Business Service Name	Chat UI Business Service
      Business Service Method	RefreshChatPaneDashboard

3. Create the event alias, and then the event as follows:

   1. Navigate to Administration - Runtime Events, Event Aliases view, and then add a record with the values shown in the following table.

      Field	Value
      Name	Service Request - Update
      Object Type	BusComp
      Object Name	Service Request
      Event	WriteRecordUpdate

   2. Navigate to Administration - Runtime Events, Events view, and then add a new event with the values shown in the following table.

      Field	Value
      Name	Service Request - Update After you select the event name from the drop-down list, the Object Type, Object Name, and Event fields are filled in automatically.
      Object Type	BusComp
      Object Name	Service Request
      Event	WriteRecordUpdated
      Sequence	Enter a sequence number (for example, 2) that does not conflict with the current event.
      Action Set Name	Update Chat Dashboard.

4. Restart the Siebel Server for the run-time event to take effect.

   Whenever an agent updates a service request, an action is triggered to update all the BC fields (not only the service request fields) on the chat dashboard.

   You can configure more events, as required, using other business components whose fields display on the chat dashboard to trigger the update dashboard action. For example, you can configure an event triggered by updating a contact. In this case, all BC fields on the chat dashboard are updated when the agent updates the contact.

Removing the URL Area from the Chat Pane

You can remove the URL area from the chat pane by modifying the Siebel CRM cascading style sheet. When you remove the URL area from the chat pane, the chat transcript area by default expands. Complete the steps in the following procedure to remove the push URL area from the chat pane. The image in Siebel Chat Interface shows the different areas of the chat interface: chat dashboard, transcript area, message input area, and URL area. For more information about cascading style sheets, see Siebel Developer's Reference.

To remove the URL area from the chat pane

1. Open the Siebel CRM cascading style sheet file.

2. Modify the chatAxLayout parameter, as follows:

   1. Remove the old ButtonBarHeight property.

   2. Add the following two new properties:

      • TextButtonBarHeight. This value is the height of the text button bar, which contains the following buttons: Send, Frequently Used Text, and Smart Share.

      • URLButtonBarHeight. This value is the height of the URL button bar, which contains the following buttons: Push URL and URL Library.

      In the following code example, URLButtonBarHeight is set to 24, and UrlInputHeight is set to 24, which means that the URL area appears in the chat pane:

      .chatAxLayout
      { 
         MinAxHeight:400; 
         MinAxWidth:300; 
         TitleBarHeight:24; 
         TabBarHeight:22; 
         TextButtonBarHeight: 24; 
         TextInputHeight:75; 
         URLButtonBarHeight: 24; 
         UrlInputHeight: 24; 
      }
      

   3. To remove the URL area from the chat pane, set the URLButtonBarHeight and UrlInputHeight properties to zero, as shown in the following code example:

      .chatAxLayout 
      {
         MinAxHeight:400; 
         MinAxWidth:300; 
         TitleBarHeight:24; 
         TabBarHeight:22; 
         TextButtonBarHeight: 24; 
         TextInputHeight:75; 
         URLButtonBarHeight: 0; 
         UrlInputHeight: 0; 
      }
      

3. Save the Siebel CRM cascading style sheet file to the Siebel Application Interface for the changes to take effect.

Configuring the Button Sequence for the Button Bar

You can configure the order in which buttons appear on the text and URL button bars, by configuring the Sequence property for the appropriate button control user property in Siebel Tools. The Sequence property accepts any number greater than zero. The decimal part of a number (if there is one) is ignored. To insert a space between two adjacent buttons, skip a sequence number. After the sequence is configured for the buttons on the text and URL button bars, the buttons appear on the chat pane in ascending order moving from the outside border of the chat pane to the inside.

To configure the button sequence for the button bar

1. Start Siebel Tools.

2. In the Object Explorer, select Applet, then the Chat Tab Applet.

3. In the Object Explorer, select Control.

4. Configure the Sequence property for the buttons on the URL button bar as follows:

   Select the PushUrl or UrlLib control user property as required and configure Sequence as shown in the following table.

   Name	Caption	Parent	Sequence
   PushUrl	Push URL	Url	1
   UrlLib	URL Library	Url	3

   where:

   • Name is the name of the control user property being configured.

   • Caption value is the name that appears when you hover over the button in the chat pane.

   • Parent value indicates the button bar (in this case, the URL button bar) to which the button belongs.

   • Sequence value represents the location where the button appears on the button bar.

5. Configure the Sequence property for the buttons on the Text button bar as follows:

   Select the Send, FUT, or SmartShare control user property as required, and configure Sequence as shown in the following table.

   Name	Caption	Parent	Sequence
   Send	Send	Text	1
   FUT	Frequently Used Text	Text	4
   SmartShare	Smart Share	Text	5
   ChangeLanguage	Change Language	Text	6

   where:

   • Name is the name of the control user property being configured.

   • Caption value is the name that appears when you hover over the button in the chat pane.

   • Parent value indicates the button bar (in this case, the Text button bar) to which the button belongs.

   • Sequence value represents the location where the button appears on the button bar.

6. Publish the repository updates.

7. Restart the Siebel Server.

Configuring Siebel Chat Quick Actions

Agents by default can perform a number of quick actions using the Action menu on the chat dashboard. For more information about these quick actions, see About the Chat Dashboard. To configure a new Siebel Chat quick action, perform the following tasks:

• Configuring a Quick Action for the Chat Dashboard in Siebel Tools

• Adding a Quick Action to the QuickActionList Control in Siebel Tools

Configuring a Quick Action for the Chat Dashboard in Siebel Tools

Use the following procedure to configure a new quick action for the chat dashboard in Siebel Tools.

To configure a new quick action for the chat dashboard

1. Start Siebel Tools.

2. In the Object Explorer, select Applet, and then Chat Tab Applet.

3. In the Object Explorer, select Applet User Prop.

4. Add a new control property with the following information:

   • Name. The name of the action. For example: ViewContactSR.

   • Caption. The name of the action as it appears in the Action menu on the chat dashboard. For example: View Contact for Current Chat Service Request.

5. Configure the control user properties for ViewContactSR, for example, as shown in the following table.

   In this example, the ViewContactSR control calls the Workflow Process ManagerSaRunProcess with the input parameters {ProcessName, ContactId}.

   User Property Name	Description	Example Value
   Business Service Name	The business service that this action calls. If the action is a workflow, then the value in this field is Workflow Process Manager. If the action is not a workflow, then the value can be any service.	Workflow Process Manager
   Business Service Method	The business service method that this action calls. If the action is a workflow, then the value in this field is RunProcess. If the action is not a workflow, then the value can be any service.	RunProcess
   Process Name	If the action is to call a workflow, then the value in this field is the workflow name. You can ignore this property if the action does not call a workflow.	View Contact of Current Chat
   [Parameters] For example, ContactId.	To pass parameters into the service method or workflow, you must define the name-value pairs here. Name is the input argument name. For value, two formats are supported: A literal value, consisting of a string in double quotation marks One of the following: {BC Name:fieldName} {CCA-Data:fieldName}	ServiceRequest:ContactId

6. Publish the repository updates.

7. Restart the Siebel Server.

Adding a Quick Action to the QuickActionList Control in Siebel Tools

Use the following procedure to add a quick action to the QuickActionList control in Siebel Tools.

To add a quick action to the QuickActionList control in Siebel Tools

1. Start Siebel Tools.

2. In the Object Explorer, select Applet, and then Chat Tab Applet.

3. In the Object Explorer, select Applet User Prop, then the QuickActionList control.

4. Configure the user properties for the QuickActionList control, for example, as shown in the following table.

   User Property Name	Description	Example Value
   Name	ActionItemX, where X represents the order in which the action appears in the Action menu on the chat dashboard. ActionItem2 indicates that the action appears as the second item on the list.	ActionItem5
   Value	The control name of the action that you are adding to the quick action list.	ViewContactSR

5. Publish the repository updates.

6. Restart the Siebel Server.

Configuring the Display Name for Siebel Chat Sessions

You can configure and customize the display name for chat sessions. The following procedure shows how to configure the display name for chat sessions.

Note: Siebel Chat by default provides a run-time event and the Chat Display Name Update Process workflow for configuring the display name for Siebel Chat sessions. You can modify both the run-time event and the workflow as required.

To configure the display name for Siebel Chat sessions

1. Verify that the Accept Chat Workflow name in the ChatAcceptedLog is configured in your Siebel Business application as follows:

   1. Navigate to Administration - Communications, then the All Event Logs view.

   2. Query for ChatAcceptedLog, locate ServiceParam.ProcessName, then verify the workflow name, and make sure that it has included the workflow step to update the display name for Siebel Chat sessions.

   3. Query for ChatTransferAcceptedLog, locate ServiceParam.ProcessName, then verify the workflow name, and make sure that it has included the workflow step to update the display name for Siebel Chat sessions.

      Note: Siebel Chat provides a default sample workflow to handle incoming chat requests called Chat Standard Accept Process.

2. Verify that the run-time events for updating the chat display name have been added to your Siebel application and configured appropriately as follows:

   1. Navigate to Administration - Runtime Events, Actions Sets view, then select the Personalization Action Set list applet.

   2. Add a record with the values shown in the following table, if a record is not already configured with these values.

      Field	Value
      Name	Update Chat Display Name
      Active	Selected
      Enable Export	Selected
      Description	Update Chat Display Name

   3. Navigate to Administration - Runtime Events, Actions Sets view, then select the Personalization Action list applet.

   4. Add a record with the values shown in the following table, if not already configured.

      Field	Value
      Name	Update Chat Display Name
      Action Type	BusService
      Sequence	1
      Active	Selected Note: This field indicates whether the action is active or not. If this field is not selected, then the action is ignored when the event occurs.
      Business Service Name	Workflow Process Manager
      Business Service Method	RunProcess
      Business Service Context	“ProcessName”, “Chat Display Name Update Process”

   5. Navigate to Administration - Runtime Events, then the Events view.

   6. Add a record with the values shown in the following table, if not already configured.

      Field	Value
      Action Set Name	Update Chat Display Name
      Sequence	1
      Object Type	BusComp
      Object Name	Service Request
      Event	WriteRecordUpdated

3. Update the Chat Display Name Update Process workflow in Siebel Tools as follows:

   1. Start Siebel Tools.

   2. Locate, verify, and open the Chat Display Name Update Process workflow.

      Note: Siebel Chat by default provides the Chat Display Name Update Process workflow, and you can modify it as required.

   3. Configure the following methods as required in the following order:

      • UpdateChatDataField. This method resets the ChatDisplayName in the Chat Data map to an empty string.

      • Update ChatDataFieldEx. This method updates the field in the Chat Data map with the value in a business component field.

      • UpdateWithBCField. This method updates a field in the Chat Data map with the value in a business component field.

      • UpdateWithBCFieldEx. This method updates the field in the Chat Data map with the value in a business component field.

      • UpdateWithChatData. This method updates a field in the Chat Data map with the value in the third-party Chat Data field.

      • UpdateChatUIField. This method updates the chat display name in the chat pane.

      For more information about each of these methods, see Methods for Customizing Siebel Chat Process Flow and Interface Functionality.

Configuring Keyboard Shortcuts for Buttons on the Siebel Chat UI

You can configure a keyboard shortcut for any button that is available on the text button bar or URL button bar of the Siebel Chat UI. After you configure the keyboard shortcut for a button, the shortcut key is displayed automatically in the tooltip for the button when you hover over the button.

To configure keyboard shortcuts for buttons on the Siebel Chat interface

1. Start Siebel Tools.

2. In the Object Explorer, select Applet, and then Chat Tab Applet.

3. In the Object Explorer, select Applet User Prop, then the Button control user property that you want to configure.

   For example, select the FUT button control user property to configure a keyboard shortcut for the Frequently Used Text button.

4. Configure the HotKey user property, for example, as shown in the following table.

   Name	Value
   HotKey	<Alt+K>

   The value can be a combination of CTRL, ALT, or SHIFT plus a keyboard letter or function key. For more information about the shortcut key formats that are allowed, see the topic about creating accelerator objects in Siebel Object Types Reference.

   Make sure that your keyboard shortcut key combination does not conflict with any command accelerators in Siebel Tools or with any existing Communication Toolbar keyboard shortcuts already defined. Any command accelerators in Siebel Tools or existing Communication Toolbar keyboard shortcuts already defined take precedence over the keyboard shortcuts defined for the chat interface.

Process of Configuring Siebel Chat Feedback

When agents are typing a response to an incoming chat, the following feedback message appears on the recipient’s chat pane, provided that Siebel Chat feedback is configured:

Agent is typing . . .

Likewise when customers are typing a response to the agent, the following message appears on the agent’s chat pane, provided Siebel Chat feedback is configured:

Customer is typing . . .

In both cases, the feedback message appears after the chat transcript area in the chat pane, and it is displayed for approximately 5 seconds before disappearing.

To configure feedback messages to display during chat sessions between agents and customers, perform the following tasks. This process is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

• Configuring User Preferences for Siebel Chat Feedback

• Configuring the SendAgentTypingMsg Command

• Configuring the ChatCustomerTyping Event Response

• Configuring the ChatCustomerTyping Event Handler

Configuring User Preferences for Siebel Chat Feedback

The following system preferences must be configured in Siebel Call Center for Siebel Chat feedback:

• Chat: CustomerTypeDisplayTime. Indicates the time in seconds that the following feedback message is displayed on the agent’s chat screen to indicate that the customer is typing a message response:

  Customer is typing

  After this time, provided the customer has stopped typing, the feedback message disappears.

• Chat: AgentTypeDetectInterval. Indicates the period in seconds during which to detect the agent’s typing status. The value must be greater than zero.

• Chat: SendAgentTypeMsgCmd. Indicates the CTI command to call when sending the agent’s feedback message to a customer. The CTI command must be a valid command used when configuring CTI (Computer Telephony Integration).

Use the following procedure to configure the user preferences in Siebel Call Center for Siebel Chat feedback. This task is step in Process of Configuring Siebel Chat Feedback.

To configure the user preferences for Siebel Chat feedback

1. Navigate to the Administration - Application screen, then the System Preferences view.

2. Query for *Chat* to get a list of all the chat-related system preferences that you can set up.

3. Configure the following system preferences with, for example, the values shown in the following table.

   System Preference Name	Value	Comment
   Chat: CustomerTypeDisplayTime	5	Indicates to show the feedback message (Customer is typing) for 5 seconds on the agent’s chat screen.
   Chat: AgentTypeDetectInterval	5	Indicates to show the feedback message (Agent is typing) for 5 seconds on the customer’s chat screen.
   Chat: SendAgentTypeMsgCmd	SendAgentTypingMsg	Indicates the CTI command to use to send the agent’s feedback message to a customer.

Configuring the SendAgentTypingMsg Command

Use the following procedure to configure the SendAgentTypingMsg command in Siebel Call Center for Siebel Chat feedback. This task is step in Process of Configuring Siebel Chat Feedback.

To configure the SendAgentTypingMsg Command

1. Navigate to the Administration - Communications screen, then the All Configurations view.

2. Select the communications configuration record that you want to modify, then click the Commands tab.

3. Configure the SendAgentTypingMsg command as follows:

   1. Drill down into the SendAgentTypingMsg command, click the Command Parameters tab, and add the command parameters with the values shown in the following table.

      Name	Value
      CmdData	SendAgentTypingMsgCmdData
      DeviceCommand	SendAgentTyping

   2. Click the Command Data Parameters tab, and add the command data parameter with the value shown in the following table.

      Name	Value
      Param.InteractionId	{InteractionId}

   For more information about configuring commands and events, see Siebel CTI Administration Guide.

4. For the changes to take effect, log out of the Siebel application, and then log in again.

Configuring the ChatCustomerTyping Event Response

Use the following procedure to configure the ChatCustomerTyping event response in Siebel Call Center for Siebel Chat feedback. This task is step in Process of Configuring Siebel Chat Feedback.

To configure the ChatCustomerTyping event response

1. Navigate to the Administration - Communications screen, then the All Event Responses view.

2. In the Event Responses list, configure ChatCustomerTyping with the values shown in the following table.

   Name	Configuration	Comment
   ChatCustomerTyping	Select your communications configuration record. For example: Devchat_wkflow.	Add a relevant comment.

3. Click the Event Response Parameters tab, and configure the following records for ChatCustomerTyping with the values shown in the following table.

   Name	Value
   ServiceMethod	Chat UI Business Service.handleCustomerTyping
   ServiceParam.InteractioId	{InteractionId}

Configuring the ChatCustomerTyping Event Handler

Use the following procedure to configure the ChatCustomerTyping event handler in Siebel Call Center for Siebel Chat feedback. This task is a step in Process of Configuring Siebel Chat Feedback.

To configure the ChatCustomerTyping event handler

1. Navigate to the Administration - Communications screen, then the All Event Handlers view.

2. In the Event Handlers list, configure ChatCustomerTyping with the values shown in the following table.

   Name	Configuration	Event Response	Device Event	Order
   ChatCustomerTyping	Select your communications configuration record. For example: Devchat_wkflow.	ChatCustomerTyping	InteractionMessage	0

3. Click the Event Handlers Parameters tab, and configure the following records for ChatCustomerTyping with the values shown in the following table.

   Name	Value
   Filter.Channel	Chat
   Filter.MsgType	TYPE_CUSTOMER_TYPING

4. Navigate to Administration - Communications screen, Configurations view, and then click the Event Handlers tab.

5. Select the ChatCustomerTyping record, and configure it as follows:

   1. In the Comments field, modify or add a comment, for example, as follows:

      Comments: Chat

   2. In the Event Response field, click the Look Up icon, and associate the ChatCustomerTyping event response with the ChatCustomerTyping event handler.