Setting Up Siebel Chat

This chapter outlines how to set up Siebel Chat, including what aspects to consider when planning your setup and deploying your application. The installation guidelines refer to Siebel Call Center components. This chapter includes the following topics:

Installing Customer-Facing Components

The self-service Web application that customers use can be any third-party or in-house Web application to which Siebel Chat is integrated. For information about installing non-Siebel self-service Web applications, see the documentation that accompanies that product.

After you have installed your self-service Web application, you must set it up for Siebel Chat. For more information about setting up Siebel Chat for non-Siebel self-service Web applications, see the documentation that accompanies that product.

Roadmap for Configuring Siebel Call Center for Siebel Chat

You must log in with administrator access to Siebel Call Center to configure it for Siebel Chat. To configure Siebel Call Center for Siebel Chat, perform the following tasks and process:

Verifying Organization Access Control

Siebel Chat supports multitenancy, so access to data in general is restricted to those records belonging to the agent’s Position Organization. The Position Organization is the organization to which the agent’s current position belongs. To verify an agent’s position and position organization, complete the steps in the following procedure.

This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To verify an agent’s position and position organization

Navigate to the Administration - User screen, then the Employees view.
From the Employees list, select or query for the agent whose position and position organization you want to verify.
Scroll to the end of the page. Notice the agent’s Position (for example, Siebel Administrator) and Position Organization (for example, Default Organization).
Only records belonging to the Position Organization are displayed for this agent. For more information about organization access control, see Siebel Security Guide.

Setting Up Agent Responsibilities and Views in Siebel Call Center

To handle chat interactions, each user of Siebel Chat must be given access to certain views and responsibilities. By default, the Universal Agent responsibility in Siebel Call Center is already set up for Siebel Chat. However, if you want to use a different responsibility (other than Universal Agent), then you must set up a new agent responsibility in Siebel Call Center, and add the appropriate chat views and users to that responsibility.

This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To set up agent responsibilities and views in Siebel Call Center for Siebel Chat

Navigate to the Administration - Application screen, then the Responsibilities view.
A list of responsibilities displays with the responsibilities tab open.

Click New to create a new universal agent responsibility, and complete the fields as described in the following table.

Name	Description	Example Value
Responsibility	Enter a name for the universal agent responsibility that you want to create.	Universal Agent B2B+B2C
Description	Enter a description for the responsibility.	Siebel Universal Agent
Organization	Click the single select button, and select the organization to which the responsibility belongs.	Active Systems

In the Views section of the page, click Add and add the following views to your agent responsibility:
- Chat View
- Chat Activity View
- Chat Language Mapping View
- Chat Parameter and Routing Administration View
- Chat Popup Base View
- Service Request Detail View
- All Service Requests List View
- Persistent Customer Dashboard View
- Contact Details View
- Contact Details View, Detail Tab
- Visible Contact List View
- Solution Resolution Documents View
- Activity Attachment View
- Search View
- Basic Search View
- Basic Search Results View
- Advanced Search View
- Advanced Search Results View
- Search Selection View
- Search Looking View
In the Users section of the page, click Add and add your chat users to the agent responsibility.

Configuring Communications in Siebel Call Center for Siebel Chat

To configure communications in Siebel Call Center for Siebel Chat, you must configure a communications driver, add agents to the chat communications configuration, configure chat routing, and finally set up an email profile for your chat communications so that an email is sent to users when they release a chat session.

For third-party chat integrations, you must configure a custom communications driver for the third-party chat solution. The purpose of this driver is to provide a mechanism through which chat messages are exchanged with the third-party chat server. For more information about how to create and configure a custom driver for third-party products using the Adaptive Communications API, see Siebel CTI Administration Guide.

This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To configure communications in Siebel Call Center for Siebel Chat

Locate the multichannel_enhanced_chat.def file as required.
You must use the multichannel_enhanced_chat.def file if you are using the default workflow to handle incoming chat requests. For more information, see Chat Standard Accept Process Workflow.
The communication file is delivered with your Siebel Call Center software, and it defines all the configuration details (parameters, profiles, commands, event handlers) for your application. Communication files are usually located in the following directory:
```
SIEBSRVR_ROOT\bin\language_code
```
If you cannot locate the communication file, then contact your system administrator or Oracle account support representative.

Note: You can optionally make a copy of multichannel_enhanced_chat.def and modify it using a text editor before importing it into your communications configuration record.

Configure chat communications and a communications driver for your company:

Navigate to the Administration - Communications screen, then the All Configurations view.
Click New to set up a new configuration record, enter a name for the record, enter a comment (this is optional), then save the record by clicking Ctrl+S.
Import the configurations defined in the multichannel_enhanced_chat.def file:
- Select the configuration record that you created, click Import Configuration, then Next.
- On the Import Configuration window, specify the communications configuration elements to import. Choose all of the following options: Configuration Parameters, Drivers and Profiles, Commands, and Events.
- Browse to the location of your multichannel_enhanced_chat.def file, and click OK.
  When the import process is complete, the Import Configuration window closes, and the Parameters, Profiles, Commands, and Event Handlers tabs are now populated with communication configuration information. For example, clicking the Event Handlers tab displays a list of available chat-related event handlers (such as, ChatAccepted, ChatMessageReceived, ChatSuspended, and so on). You can add or delete Parameters, Profiles, Commands, and Event Handlers, as required.

Configure a driver for your company to communicate with the third-party chat server:

Select the configuration record that you created, and click the Profiles tab.
Click the Driver name.

Note: If you want to configure a new driver to communicate with the third-party chat server, then click New, select a communication profile from the list that is displayed, and then click Driver name.
On the Communications Drivers screen, use the vertical navigation buttons to navigate to the Profile Parameter Overrides section, and set the driver parameters, as required.

Note: If no profile exists for the driver, then one must be created. If one does exist, but it is not the profile that you want to configure, then add a new profile now.

The following table briefly describes some important driver parameters that can be configured. For more information about all driver parameters that can be configured, see Siebel CTI Administration Guide.

Driver Parameter	Value
Driver:CompanyName	Required. Set to the company alias.
Driver:AdminUserName	Required. Set to the administrator name.
Driver:AdminPassword	Required. Set to the administrator password (of AdminUserName).
Driver:URL	Required. Set to the location of the third-party chat services, for example, as follows: `http://east/<tp_chat_server>/services/`
Driver:ProxySupport	Optional. Set to script if you want to use wpad.dat to access third-party chat services using an HTTP proxy. Set to Disabled if you do not want to use a proxy.
Driver:ProxyScriptLocation	Optional. If Driver:ProxySupport is set to script, then set this parameter to the location of the script, for example, as follows: `http://wpad.us.oracle.com/wpad.dat`
Driver:EnableSOAPTrace	Optional. Set to True to log all communications between the driver and the third-party chat server, and set to False to ignore all communications.
Driver:LogFile	Optional. Specify a name for the driver log file.
Driver:LogSOAPFile	Optional. Specify a name for the log file, into which all messages between the driver and the third-party chat server are written.

Add agents to the chat communications configuration record.
This step involves mapping an agent’s details as defined for the third-party chat solution to the corresponding agent user in the Siebel Call Center application. For more information about adding agents, see Adding Agents to the Communications Configuration for Siebel Chat.
Save the chat configuration record if required so that you can readily access it in the future, for example, if you want to update and amend it.
(Optional) If changes have been made to the configuration, driver parameters, or profile parameters, then save the communications configuration to another file as follows:
1. Navigate to the Administration - Communications screen, then the All Configurations view.
2. Select the chat configuration record that you want to save, and click Export Configuration.
3. On the Export Configuration window, specify the communications configuration elements to export. Choose from the following options:
  - Configuration Parameters
  - Drivers and Profiles
  - Commands
  - Events
4. When prompted, save the communications configuration file to a suitable location.
Configure chat routing parameters.
This step involves configuring the routing for chat data, see Setting Up an Alias for Siebel Chat Users in Siebel Call Center.
Configure an email profile for chat communications, see Setting Up Outbound Email Communications in Siebel Call Center.

Adding Agents to the Communications Configuration for Siebel Chat

When adding agents to the communications configuration for Siebel Chat in Siebel Call Center, it is important that you use the same Agent Login and Password that were set up for the agent in the third-party chat server.

To add agents to the communications configuration set up in Siebel Call Center, complete the steps in the following procedure. This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To add agents to the Siebel Chat communications configuration in Siebel Call Center

Navigate to the Administration - Communications screen, then the All Configurations view.
Select the (chat) communications configuration record for which you want to add agents, and click the Agents tab.
Click New to add an agent.
On the Add Agents window, select or query for the agent that you want to add, and then click OK.
Specify the Agent Login and Password that the agent must use to log in to the third-party chat server:
1. Click on the agent name to go to the Agent General Profile page.
2. Enter the Login and Password in the Agent Login and Password fields respectively.
Assign a teleset to each agent:
1. Click an Agent, then the Telesets tab, then New.
2. On the Add Telesets window, select or query for the teleset that you want to assign, and click OK.

For information about configuring agents after an agent has been added to a communications configuration, see Siebel CTI Administration Guide.

Setting Up an Alias for Siebel Chat Users in Siebel Call Center

For each Siebel Chat user, it is important to set the Alias value on the Person record within Siebel Call Center to the corresponding First Name value provided for the user account in the third-party chat server. This is the name that the customer requesting the chat sees in the chat transcript, and you want it to be the same in the agent transcript. If no alias value is specified in Siebel Call Center, then the user’s log in name is used in the transcript that is emailed to the customer, and it might not match the name that the customer sees during the chat session.

This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To set the alias in Siebel Call Centerfor Siebel Chat users

Navigate to the Administration - User screen, then the Persons or the Employees view.
Select the person record for which you want to set an alias.
Enter an alias value in the Alias field.

Note: The alias value that you enter in this field for the user must correspond to the First Name value that is defined for the user account in the third-party chat server.

Setting Up Frequently Used Text in Siebel Call Center for Siebel Chat

Administrators can set up a library of message response templates (or frequently used text) for chat in Siebel Call Center where each template holds a predefined message response, which agents can choose to send to customers as required. When responding to chat requests, agents can access this library of predefined message responses by enabling Frequently Used Text (FUT) matching in the message input area of the chat pane. For more information about responding to chat requests, see Responding to an Incoming Chat.

To set up predefined message responses for chat in Siebel Call Center, complete the steps in the following procedure. This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To set up a library of frequently used text templates in Siebel Call Center for Siebel Chat

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

Click New to create a FUT template and on the Simple tab, specify the following:

Field	Description
Name	The name of your text template.
Channel Type	Select Chat as the channel type from the drop-down list.
Template Type (Optional)	Select Greeting, Body, or Closing as required: A Greeting template type response can be: Hello. How may I help you? A Body template type response can be: Good morning. How can I help you? A Closing template type response can be: Thank you. Good bye.
Language	Specify the language to be used in your text template.
Locale	Specify the Locale Code for your country.
Public (Optional)	Select this check box if you want the template to be made available to everyone outside the creator’s organization. Note: This check box is selected by default for chat.
Pick Available Substitutions (Optional)	Select the Chat UI substitution object from the object drop-down list if you want to use any of the available Chat UI data substitutions when composing your text response. The available Chat UI data substitutions are: [Chat UI.Customer First Name] [Chat UI.Customer Last Name] [Chat UI.Employee Alias] [Chat UI.InputText] [Chat UI.Primary Owner Id]

Enter the text for your template into the message input area; the subject line is not used for templates.

Configuring the Communications Toolbar

This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat. The communications toolbar displays the functions related to chat that are available for Siebel Chat. Working with Siebel Chat describes the chat-related behavior of the functions on the communications toolbar. The communications toolbar is defined and configured within Siebel Tools, like other toolbars in Siebel applications. For information about configuring the communications toolbar in Siebel Tools, including object definitions, toolbar items, commands, and bitmaps, see the following:

Configuring Siebel Business Applications
Siebel Developer's Reference

For information about modifying the communications toolbar, including modifying the appearance of existing toolbar buttons, and moving, adding, or removing a toolbar button, see Siebel CTI Administration Guide.

Setting Up a Global URL Library in Siebel Call Center for Siebel Chat

Administrators can make a list of URLs, save it, and store it in a URL library so that an agent can push the URLs to users when required. In Siebel Call Center, resolution documents of type URL are used to populate the URL library list.

To set up a URL library for chat in Siebel Call Center, complete the steps in the following procedure. This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

Caution: Ensure that URLs can be reached by users who are outside your company firewall.

To set up a URL library in Siebel Call Center for Siebel Chat

Navigate to the Administration - Resolution Documents screen.
Click New to add a new (URL) resolution to the library:
1. In the File Name field, click the single select button to add a resolution attachment.
2. Enter the URL address (starting with http://) of the URL that you want to share with customers.
3. Click Add.

When handling chat interactions, agents can access a list of available URLs. For more information, see Accepting an Incoming Chat and Responding to an Incoming Chat.

Configuring the RedoPopupInMenu Command

If the RedoPopupInMenu command is configured in Siebel Call Center for Siebel Chat, then chat response messages that are not successfully accepted for a chat session are cached for the agent for that chat session. For example, when agents accept a new work item or resume work on an existing work item that has not been closed yet, any chat response messages that the agent has not successfully accepted for the chat session are cached provided that the RedoPopupInMenu command is configured. Agents can then replay the chat response messages that were cached by navigating to Tools, then Communications in Siebel Call Center, and clicking Redo Popup. Use the following procedure to configure the RedoPopupInMenu command in Siebel Call Center for Siebel Chat.

To configure the RedoPopupInMenu command

Navigate to the Administration - Communications screen, then the All Configurations view.
Query for the communications configuration record for which you want to configure the RedoPopupInMenu command, then click the Commands tab.
Go to the RedoPopupInMenu command.
If the RedoPopupInMenu command does not exist, then click New to add it, and then click Save.

Drill down on the RedoPopupInMenu command by clicking the RedoPopupInMenu link and configure the command parameters as follows:

Click the Command Parameters tab.

Click New and add the command parameters for RedoPopupInMenu with the values shown in the following table.

Name	Value
Description	Redo Popup in menu
HotKey	Shift+Alt+R Note: Make sure that the keyboard shortcut does not conflict with any keyboard shortcuts that are defined already.
MenuPosition	15 Note: Change the menu position if it conflicts with the menu position of another command.
ServiceMethod	Communications Client.RedoPopup
Title	Redo Popup

Navigate to WINDOWS\Downloaded Program Files, and clear the Internet Explorer cache.
Log in to Siebel Call Center again, and test your configuration.

Setting Up Outbound Email Communications in Siebel Call Center

If the Chat: Auto Email Mode system preference is set to POPUP or SEND, then outbound email communications must be set up for Siebel Chat so that an email response is correctly sent to customers when chat sessions are released. If Chat: Auto Email Mode is set to NONE, then setting up chat outbound communication in Siebel Call Center is optional.

Use the following procedure to set up outbound email communications in Siebel Call Center. This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To set up outbound email communications in Siebel Call Center for Siebel Chat

Navigate to the User Preferences screen, then the Outbound Communications view.
Set up outbound communications as follows:
1. In the Send Email section, set the following options, as required:
  - Default Profile
  - Default Recipient Class
  - Email Client
  - Siebel/Outlook Form
  - Siebel/Lotus Form
  - Default Message Format
  Note: Default Profile must be set to the email profile that is used to send emails to users (for example, when users release a chat session). You must set up this email profile first. For more information about email profile setup, see Siebel Email Administration Guide.
2. In the Email Response section, set the following options, as required:
  - Default Greeting Template: Options include Formal Greeting, and Informal Greeting.
  - Default Closing Template: Options include Address Verification Closing, Formal Info Closing, Formal Support Closing, Informal Info Closing, and Informal Support Closing.
  - Default Message Format
  - Include Original Message in Reply
  - Remain on Same View After Send (Cancel)
3. In the Advanced Features section, set the following options, as required:
  - Language
  - Locale
4. Set the following system preferences as shown in Setting Up System Preferences in Siebel Call Center for Siebel Chat:
  - Chat: Default Email Template. Set this to the name of the (chat) email profile that you set up in Siebel Call Center.
  - Chat: Auto Email Mode. Set this to POPUP, SEND, or NONE.

For more information about each of these options, about setting up outbound email communications, and configuring the Internet SMTP/POP3 server driver, see Siebel Email Administration Guide.

Configuring Support for F5 Refresh in Siebel Chat

To configure support for F5 refresh in Siebel Chat, you must remove the ApplicationUnload run-time event. After the ApplicationUnload run-time event is removed, you can use the F5 refresh function key during chat sessions without losing any focus.

Note: Remove the run-time event record only. Do not remove the Action Sets record.

To configure support for F5 refresh in Siebel Chat

Navigate to Administration - Runtime Events, then the Events view.
Query for an event record with the following values, and if the record is present, then delete it:
- Event name: ApplicationUnload
- Action Set Name: Comm. Web Session Close Action
- Object Type: application
Restart the Siebel Server for the changes to take effect.
Now when an agent accepts a chat and starts exchanging chat messages with a customer, the chat pane and service request view are open, and if the agent then selects F5 on the keyboard or Refresh on the browser toolbar, the Siebel application refreshes. But after the refresh, the Siebel application remains the same, the chat session is still connected, the chat pane and service request view are open, and the agent can continue the chat conversation with the customer.

Setting Up System Preferences in Siebel Call Center for Siebel Chat

There are a number of system preferences that you can optionally set in Siebel Call Center for Siebel Chat. The following procedure describes these system preferences and how to set them. This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To set the system preferences in Siebel Call Center for Siebel Chat

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

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

For each Siebel Chat system preference that you want to set up, specify the system preference name, value, and description, as defined in the following table.

System Preference Name	System Preference Value	Description
Chat: Default Email Template	Note: You must define the default email template first, and then specify it in this field. For more information, see Setting Up Outbound Email Communications in Siebel Call Center.	Name of the default email template used to automatically generate the email that is sent when a user releases a chat session.
Chat: AutoCreate Service Req	FALSE	Flag that determines whether a service request is created automatically when agents accept a chat request. Valid values are TRUE or FALSE.
Chat: Auto Search Mode	ON	Determines the mode used to automatically perform a search when agents accept a chat request. Valid values are ON or OFF.
Chat: Auto Email Mode	SEND	Determines the mode used for automatically sending an email when a chat is terminated. Valid values are POPUP, SEND, and NONE: POPUP automatically displays the email, allowing the agent to modify it before sending. SEND automatically sends the email, without prompting the agent. NONE does not send an email.
Chat: BlinkTab	ON	Determines whether the chat tab blinks (ON) or not (OFF) when a new chat is accepted. For more information, see Configuring the Siebel Chat BlinkTab System Preference.
Chat: CustomerTypeDisplayTime	5	The time interval in seconds in which to continue showing the customer is typing message in the chat pane. The value must be greater than zero. For example, if Chat: CustomerTypeDisplayTime is set to 5 when a customer starts typing, then the message shows for 5 seconds in the chat pane. When the customer stops typing, the customer is typing message in the chat pane disappears 5 seconds later.
Chat: AgentTypeDetectInterval	5	The time interval in seconds after which the system checks if the agent is typing a message. The value must be greater than zero.
Chat: SendAgentTypeMsgCmd	SendAgentTypingMsg	The CTI command to call when sending the agent’s message response to a customer. The CTI command must be a valid command when configuring in CTI.

Required Parameter Configuration When Using Siebel Chat on Oracle Solaris

The following parameters must be configured appropriately if using Siebel Chat on Oracle Solaris: CommSessionMgr, EnterpriseServer, GatewayAddress, and RequestServer.

To configure the required parameters if using Siebel Chat on Oracle Solaris

Navigate to the Administration - Communications screen, then the All Configurations view.
Select the communications configuration record that you want to modify, then click the Parameters tab.

Configure the parameters as shown in the following table:

Parameter Name	Value
CommSessionMgr	CommSessionMgr
RequestServer	[Windows Server where CommMgmt is running]
GatewayAddress	[Gateway address of the computer where CommMgmt is running : gateway port]
EnterpriseServer	[Siebel]