Working Process of F9/Microsoft Outlook Integration

The following diagram shows the F9/Microsoft Outlook Integration process and it includes the following steps:

1. The agent logs in to the Siebel Contact Center.

2. The agent works on a Service Request.

3. The agent launches Microsoft Client Outlook client using F9.

4. The agent sends out emails using Microsoft Client Outlook client.

5. Email transactions are captured inside Siebel Activities.

6. Emails are saved as Siebel Activity attachments.