Contents

• Title and Copyright Information
• Preface

1 What's New in This Release

• What’s New in Siebel Chat Guide, Siebel CRM 20.1 Update
• What’s New in Siebel Chat Guide, Siebel CRM 19.1 Update

2 Overview of Siebel Chat

• Overview of Siebel Chat
• About Siebel Chat
  • Siebel Chat Features
    • General Siebel Chat Features
    • Siebel Chat Dashboard Features
    • Siebel Chat Message Features
    • Siebel Chat Push URL Features
    • Other Features
  • Siebel Chat Users
• Siebel Chat Process Flows
  • Agent-Facing Chat Process Flow
    • Chat Request Form
  • Customer-Facing Chat Process Flow

3 Setting Up Siebel Chat

• Setting Up Siebel Chat
• Installing Customer-Facing Components
• Roadmap for Configuring Siebel Call Center for Siebel Chat
  • Verifying Organization Access Control
  • Setting Up Agent Responsibilities and Views in Siebel Call Center
  • Configuring Communications in Siebel Call Center for Siebel Chat
  • Adding Agents to the Communications Configuration for Siebel Chat
  • Setting Up an Alias for Siebel Chat Users in Siebel Call Center
  • Setting Up Frequently Used Text in Siebel Call Center for Siebel Chat
  • Configuring the Communications Toolbar
  • Setting Up a Global URL Library in Siebel Call Center for Siebel Chat
  • Configuring the RedoPopupInMenu Command
  • Setting Up Outbound Email Communications in Siebel Call Center
  • Configuring Support for F5 Refresh in Siebel Chat
  • Setting Up System Preferences in Siebel Call Center for Siebel Chat
• Required Parameter Configuration When Using Siebel Chat on Oracle Solaris

4 Working with Siebel Chat

• Working with Siebel Chat
• Siebel Chat Interface
• Processing Requests
  • Chat Standard Accept Process Workflow
  • Siebel Call Center Behavior When Processing Siebel Chat Requests
  • Guidelines for Processing Siebel Chat Requests
• Verifying That Is Installed for
  • Accessing Siebel Chat in Siebel Call Center
  • Checking That All Server Component Groups are Started for Siebel Call Center
    • Starting Server Component Groups from Siebel Call Center
    • Starting Server Component Groups from the Command Line
• Reviewing Inbound Activities
  • Reviewing Inbound Siebel Chat Activities Associated with Service Requests
  • Reviewing Inbound Siebel Chat Activities Associated with Contacts
  • Replaying Cached Chat Response Messages
• About the Communications Toolbar
• Logging in to Siebel Chat
• Receiving a New Chat
• Accepting an Incoming Chat
  • Accepting an Incoming Chat Manually
  • Opening an Automatically Accepted Incoming Chat
• Responding to an Incoming Chat
  • Sending a Message
  • Pushing a Web URL
  • Sharing Information Using Smart Share
• Handling Siebel Chat Sessions
  • Showing and Hiding the Chat Pane
  • Handling Multiple Simultaneous Chat Sessions
    • Switching Between Chat Sessions Using Chat Tabs
    • Switching Between Chat Sessions Using the Communications Toolbar
  • Transferring Chat Interactions to Others
    • Transferring a Chat to a Workgroup
    • Transferring a Chat to Another Agent
  • Handling Transferred Chat Interactions
  • Releasing Chat Sessions
  • Closing Chat Sessions
  • Guidelines for Handling Unsuccessful Chat Interactions
• About the Chat Dashboard
  • About the Customer Dashboard
  • Creating a Service Request Manually
  • Viewing Service Requests, Activities, and Contacts Using the Chat Dashboard
  • Showing and Hiding the Chat Dashboard
• Changing Agent Status
• Agent and Siebel Chat Interaction States
• Setting Up Logging and Tracing for Siebel Chat Components
  • Logging for the Communications Management Component Group
  • Setting Siebel Server Logging Parameters
  • Siebel Chat Logging
• About Web Notifications

5 Customizing Siebel Chat

• Customizing Siebel Chat
• 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
  • Configuring Siebel Chat Dashboard Fields
  • Formatting Siebel Chat Dashboard Fields
  • Configuring Siebel Chat Pane Drop-Down Controls
  • Refreshing Siebel Chat Dashboard Fields
    • Refreshing Siebel Chat Dashboard Fields Manually
    • Configuring Dynamic Refresh for 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 a Quick Action for the Chat Dashboard in Siebel Tools
    • Adding a Quick Action to the QuickActionList Control in Siebel Tools
  • Configuring the Display Name for Siebel Chat Sessions
  • Configuring Keyboard Shortcuts for Buttons on the Siebel Chat UI
• Process of Configuring Feedback
  • Configuring User Preferences for Siebel Chat Feedback
  • Configuring the SendAgentTypingMsg Command
  • Configuring the ChatCustomerTyping Event Response
  • Configuring the ChatCustomerTyping Event Handler

6 Configuring Siebel Chat Auto Answer

• Configuring Siebel Chat Auto Answer
• Roadmap for Configuring Siebel Chat Auto Answer for Agents
  • Configuring the Siebel Chat BlinkTab System Preference
  • Setting the Color for the Siebel Chat Blinking Tab
  • Disabling the Service Integration Inbox Workflows
• Process of Configuring Communications for Auto Answer
  • Configuring the AutoAnswer System Parameter
  • Configuring the Enable AutoAnswer User Preference at the Agent Level
  • Configuring the ServiceParam.WorkID Event Log Parameter
  • Configuring the Accept Chat Command Data Parameters for AcceptChatGroup
  • Configuring the OnChatArrived Event Response
  • Configuring the ChatArrived Event Handler
  • Configuring the ChatTransferArrived Event Handler

7 Localizing Siebel Chat

• Localizing Siebel Chat
• Setting Up Siebel Chat for Languages Supported by Third-Party Chat Solutions
  • Adding New Language Mappings in Siebel Call Center
• Setting Up Siebel Chat for Languages Not Supported by Default by Third-Party Chat Solutions

8 Siebel Chat Deployment Using Third-Party Chat Solutions

• Siebel Chat Deployment Using Third-Party Chat Solutions
• Deployment of Siebel Chat Using Third-Party Chat Solutions

9 Methods for Customizing Siebel Chat Process Flow and Interface Functionality

• Methods for Customizing Siebel Chat Process Flow and Interface Functionality
• Methods for Customizing Siebel Chat Process Flow and Interface Functionality
  • AcceptChatEx
  • FindRecord
  • FindRecordEx
  • GetActiveChatActId
  • GetChatDataByField
  • GetLanguageCodeFromMapping
  • GetSystemPreference
  • GetTransferredActivityDataFromDB
  • InsertRecord
  • OpenView
  • OpenViewEx
  • PostScreenPopRequest
  • PreScreenPopRequest
  • PushToToolbarCallFunction
  • RefreshChatPaneDashboard
  • RestoreMainViewFromBookmark
  • UpdateChatDataField
  • UpdateChatDataFieldEx
  • UpdateChatUIField
  • UpdateRecord
  • UpdateWithBCField
  • UpdateWithBCFieldEx
  • UpdateWithChatData