PeopleSoft MultiChannel Console

The agent console is the web-browser-based desktop from which the user manages all tasks, irrespective of channel. The console combines CTI, chat, email, and generic notice response tools into one window. Agents use the console to sign in, to select their current queue, to accept tasks, and to initiate and accept collaborative chat requests with buddy users. After the agent accepts a task, additional browser-based windows appear to enable the agent's response. These windows are task-dependent and include elements developed specifically for supporting applications, such as email response management systems.

Note:

The Multichannel Console link is available on the Action Menu, which displays when you click the Action button on PeopleSoft Pure Internet Architecture (PIA). The visibility of the link is controlled by the PTPT4700 permission list and the PeopleTools MCF Console role. Only users assigned with this permission list and role can view the Multichannel Console link on PIA. The exception to this rule are the PeopleTools Administrator and Portal Administrator users. See, Enabling PeopleSoft CTI.

To access the link and use its features, you must have the security permissions as required for the respective functions.

A custom CTI console can be created by means of the JSMCAPI.