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

1. Navigate to the Administration - Resolution Documents screen.

2. 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.