Pushing a Web URL

Agents have a global list of Uniform Resource Locators (URLs) at their disposal to share with customers using push URL technology. When agents share a URL with a customer, it is automatically displayed in the customer’s browser; the customer does not have to manually copy and paste the URL in to a browser window.

In responding to an incoming chat, agents can type the URL address of a page that they want to share or they can push a predefined URL, as described in the following procedure. All URLs that you send to a customer appear in the transcript area of the chat pane.

To push predefined Web URLs, you must set up a global URL library for Siebel Chat first. For more information about URL library setup, see Setting Up a Global URL Library in Siebel Call Center for Siebel Chat.

To push a Web URL

1. In the URL area of the chat pane, enter the URL address of the page you want to send, then click the Push URL button.

2. If required, push a predefined Web URL as follows:

   1. On the URL button bar, click the URL Library button.

   2. Pick a URL option from the list that displays, then click OK.

      Note: Pushed URLs can either appear in a frame within the customer’s chat window, or in a completely new browser window, depending on configuration. Where a new browser window is launched, subsequent URL pushes simply refresh the same window. For more information about push URL configuration, see Configuring the Behavior of the Push URL Functionality.