Siebel

Chat Guide

January 2020
Siebel
Chat Guide

January 2020

Part Number: F12671-02

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Siebel
Chat Guide

Contents

Preface .................................................................................................................................. i

1 What's New in This Release 1

What’s New in Siebel Chat Guide, Siebel CRM 20.1 Update ................................................................................................... 1
What’s New in Siebel Chat Guide, Siebel CRM 19.1 Update .................................................................................................... 1

2 Overview of Siebel Chat 3

Overview of Siebel Chat ................................................................................................................................................................ 3
About Siebel Chat ........................................................................................................................................................................... 3
Siebel Chat Process Flows ............................................................................................................................................................ 6

3 Seing Up Siebel Chat 11

Seing Up Siebel Chat .................................................................................................................................................................. 11
Installing Customer-Facing Components ................................................................................................................................. 11
Roadmap for Conguring Siebel Call Center for Siebel Chat .............................................................................................. 11
Required Parameter Conguration When Using Siebel Chat on Oracle Solaris ............................................................. 24

4 Working with Siebel Chat 25

Working with Siebel Chat ........................................................................................................................................................... 25
Siebel Chat Interface .................................................................................................................................................................... 25
Processing Siebel Chat Requests .............................................................................................................................................. 27
Verifying That Siebel Chat Is Installed for Siebel Call Center ............................................................................................. 37
Reviewing Inbound Siebel Chat Activities .............................................................................................................................. 38
About the Communications Toolbar ........................................................................................................................................ 41
Logging in to Siebel Chat ........................................................................................................................................................... 41
Receiving a New Chat ................................................................................................................................................................. 42
Accepting an Incoming Chat ..................................................................................................................................................... 42
Responding to an Incoming Chat ............................................................................................................................................ 44
Handling Siebel Chat Sessions ................................................................................................................................................. 46
About the Chat Dashboard ........................................................................................................................................................ 50
Siebel
Chat Guide

Changing Agent Status ............................................................................................................................................................... 52

Agent and Siebel Chat Interaction States ............................................................................................................................... 53
Seing Up Logging and Tracing for Siebel Chat Components .......................................................................................... 55
About Web Notications ............................................................................................................................................................. 57

5 Customizing Siebel Chat 59

Customizing Siebel Chat ............................................................................................................................................................ 59
About Customizing Siebel Chat ................................................................................................................................................ 59
Siebel Call Center and Siebel Chat-Related Applets ............................................................................................................ 59
Conguring the Appearance of Transcript Aachments .................................................................................................... 60
Conguring the Behavior of the Push URL Functionality .................................................................................................. 60
Customizing the Siebel Chat User Interface ........................................................................................................................... 61
Process of Conguring Siebel Chat Feedback ...................................................................................................................... 74

6 Conguring Siebel Chat Auto Answer 79

Conguring Siebel Chat Auto Answer ..................................................................................................................................... 79
Roadmap for Conguring Siebel Chat Auto Answer for Agents ....................................................................................... 79
Process of Conguring Communications for Siebel Chat Auto Answer ........................................................................... 81

7 Localizing Siebel Chat 87

Localizing Siebel Chat ................................................................................................................................................................. 87
Seing Up Siebel Chat for Languages Supported by Third-Party Chat Solutions ......................................................... 87
Seing Up Siebel Chat for Languages Not Supported by Default by Third-Party Chat Solutions .............................. 88

8 Siebel Chat Deployment Using Third-Party Chat Solutions 89

Siebel Chat Deployment Using Third-Party Chat Solutions ............................................................................................... 89
Deployment of Siebel Chat Using Third-Party Chat Solutions .......................................................................................... 89

9 Methods for Customizing Siebel Chat Process Flow and Interface 93

Functionality
Methods for Customizing Siebel Chat Process Flow and Interface Functionality .......................................................... 93
Methods for Customizing Siebel Chat Process Flow and Interface Functionality .......................................................... 93
Siebel Preface
Chat Guide

Preface
This preface introduces information sources that can help you use the application and this guide.

Using Oracle Applications

To nd guides for Oracle Applications, go to the Oracle Help Center at hp://docs.oracle.com/.

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[email protected].

i
Siebel Preface
Chat Guide

ii
Siebel Chapter 1
Chat Guide What's New in This Release

1 What's New in This Release

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

No new features have been added to this guide for this release. This guide has been updated to reect only product
name changes.

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

No new features have been added to this guide for this release. This guide has been updated to reect only product
name changes.

1
Siebel Chapter 1
Chat Guide What's New in This Release

2
Siebel Chapter 2
Chat Guide Overview of Siebel Chat

2 Overview of Siebel Chat

Overview of Siebel Chat
This chapter describes Siebel Chat, its features, and the Siebel Chat process ows in a typical contact center. It includes
the following topics:
• About Siebel Chat
• Siebel Chat Process Flows

About Siebel Chat

Siebel Chat is a customer contact channel whereby users in real-time can chat with, for example, a customer service
representative (otherwise known as an agent) if they encounter a problem, with a view to troubleshooting and solving
that problem.

Siebel Chat is a Web-based application for handling secure chat communications, including the following:
• Handling Siebel Chat interactions using chat-related buons on the communications toolbar of the Siebel Call
Center application.
• Conducting Siebel Chat conversations with a customer by using frequently used text, the URL library, smart
share, and by searching the knowledge base and sharing resolutions.
• Creating activities and service requests from Siebel Chat interactions.
• Transferring Siebel Chat interactions to workgroups and agents.
• Terminating Siebel Chat sessions.

Note: The procedures in this guide assume that you do not use the Tree navigation control option to
access screens and views. However, you can choose to use the Tree navigation control if required. For more
information about seing navigation options, see Siebel Fundamentals for Siebel Open UI.

No programming experience is required to set up and use Siebel Chat. However, basic Siebel application navigation
knowledge is required to eectively use the Siebel Chat client. Some planning and information gathering are necessary
to set up your Siebel Chat application and have it running quickly and smoothly.

This guide includes information about how to:

• Plan and set up Siebel Chat.
• Congure a communications driver for the Siebel Chat channel.
• Use the Siebel Chat application to handle chat requests.
This guide describes the features of Siebel Chat that are available to a contact center agent. To learn more about seing
up and conguring Siebel Chat, review Seing Up Siebel Chat.

Refer to the following Siebel server-side documents on the Siebel Bookshelf:

• Siebel Installation Guide for the operating system you are using

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Siebel Chapter 2
Chat Guide Overview of Siebel Chat

• Siebel System Administration Guide

• Siebel CTI Administration Guide
• Siebel Email Administration Guide
• Conguring Siebel Business Applications
• The Certications tab on My Oracle Support.
For information about Siebel system requirements and supported platforms, see the Certications tab on My Oracle
Support. For more information about Certications, see article 1492194.1 (Article ID) on My Oracle Support.

Note: The Siebel Bookshelf is available on Oracle Technology Network (hp://www.oracle.com/technetwork/

indexes/documentation/index.html) and Oracle Software Delivery Cloud. It might also be installed locally on
your intranet or on a network location.

Siebel Chat Features

Common features of Siebel Chat include the following:

General Siebel Chat Features

The following general features are available for Siebel Chat:

• Communications Toolbar Enhancements. Using the communications toolbar, agents can sign in to Siebel Chat
and make themselves available for incoming chat requests, put chats on hold, transfer chats, release chat
sessions, and close chat interactions.
• Customer Dashboard Enhancement. The customer dashboard alerts the agent if a customer requesting a chat
provides prole information that does not match the contact record.
• Siebel Chat Interaction Tracking. Every incoming chat interaction is tracked as an Activity under either a Contact
or Service Request record. The chat transcript is also aached to the Activity record.
• Workspace Persistence. During multiple simultaneous Siebel Chat sessions where the agent can switch between
chat sessions, the application holds the context for each customer. In addition, the customer dashboard persists
with the chat session.
• Agent Anonymity. This feature enables agents to have an alias (or use a dierent rst name).
• Anonymous Chat. This feature allows a customer to chat with an agent anonymously.

Siebel Chat Dashboard Features

The following features are available on the Siebel Chat dashboard:

• Smart Knowledge Management Integration. Siebel Chat is integrated with Oracle’s Siebel Knowledge Base
system (such as, solutions). The customer-facing application (for example, any self-service Web application)
remembers the knowledge base articles that the customer reviews and uses this information when suggesting
further articles (Have you tried this?) to review. The knowledge base visited (KB Visited) feature, available in
the Siebel Chat dashboard, allows the agent to view the list of knowledge base articles that the customer has
already viewed.
• Quick Actions. Agents can perform popular actions quickly (for example, create and view service requests,
view activities and contacts) by selecting them from the Action drop-down menu in the Siebel Chat dashboard.
Actions performed this way are contextual and smart.

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Siebel Chapter 2
Chat Guide Overview of Siebel Chat

Siebel Chat Message Features

The following message features are available for Siebel Chat:
• Smart Share. Clicking Smart Share allows the agent to share highlighted text, service request details, and
solution details with the customer.
• Frequently Used Text. Agents have a global list of predened message responses at their disposal to send to
customers, as required, when handling Siebel Chat interactions.

Siebel Chat Push URL Features

The following push URL features are available for Siebel Chat:
• Push URL. This feature enables the agent to share a Uniform Resource Locator (URL) with a customer, which 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.
• URL Library. Agents have a global list of URLs at their disposal to share with customers using push URL
technology.

Other Features
Other features available for Siebel Chat include the following:
• Business Intelligence. Supervisors and agents can use Oracle Business Intelligence (formerly known as Siebel
Business Analytics), if installed, against the Siebel Chat data.
• Third-Party Chat Integration. Siebel Chat can be fully integrated with the communications technology of a
third-party chat solution.

Siebel Chat Users

The following types of users are involved in the setup and usage of Siebel Chat:
• Agents who use Siebel Chat to handle chat requests. Agents log in to Siebel Chat using the communications
toolbar in the Siebel Call Center application.
• Administrators who set up and congure Siebel Chat, and supervisors who monitor agent activities and
workloads.
The following table outlines the main access level permissions for agents.

User Access Level Permission

Agent Agents can:

• Log in to the Siebel Call Center application and Siebel Chat

• Accept and respond to Siebel Chat requests
• Transfer Siebel Chat interactions to other workgroups and agents
• Release Siebel Chat sessions
• Create inbound service requests

Administrator Administrators can:

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Siebel Chapter 2
Chat Guide Overview of Siebel Chat

User Access Level Permission

• Log in to Siebel Chat

• Manage critical data to set up and congure Siebel Chat
• Manage user accounts for agents and supervisors
• Create and run reports

Supervisor Supervisors can:

• Monitor agent statistics, workgroups, projects, and Siebel Chat interactions

• Set alarms
• Create and run reports

Siebel Chat Process Flows

Siebel Chat process ows consist of customer-facing and agent-facing activities. Customer facing activities are
conducted within a customer-facing application, such as, any self-service Web application. Siebel Chat, by default,
provides an API which can be used to integrate the customer-facing application with the Siebel Chat functionality. This
API also contains a chat window to be embedded inside the customer-facing application. As such, the customer-facing
Siebel Chat interface is a public Web-based interface and the means through which a customer requests a chat with an
agent. By using browser-based controls on the customer-facing chat interface, a customer can send text to and receive
text from an agent, as well as review content pushed by the agent.

Agent-facing interactions are conducted using the Siebel Chat application that is embedded inside the Siebel Call
Center application. The agent-facing Siebel Chat interface is the means through which an agent accepts and conducts a
chat conversation with a customer. Through the agent-facing Siebel Chat interface, the agent can send and receive text,
push URLs to, and select frequently used text to send to the customer.

For more information about the chat process ows for the customer and the agent, see the following:

• Agent-Facing Chat Process Flow describes a typical chat process ow for an agent.
• Customer-Facing Chat Process Flow describes a typical chat process ow for a customer.

Agent-Facing Chat Process Flow

The following image describes an agent-facing chat process ow.

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Siebel Chapter 2
Chat Guide Overview of Siebel Chat

The steps involved in a typical agent-facing chat process ow, shown in this image, are as follows:
1. The agent logs in to the Siebel Call Center application.
2. The agent logs in to Siebel Chat by clicking the Log in buon on the communications toolbar.
To use Siebel Chat, agents must be set up for the application, as follows:
a. A user account must be set up for each agent in the third-party chat server.
For information about seing up user accounts for agents, see the documentation provided by the third-
party chat vendor.
b. Each agent must be added to at least one chat communications conguration.
For more information, see Conguring Communications in Siebel Call Center for Siebel Chat and Adding
Agents to the Communications Conguration for Siebel Chat. For information about conguring agents
after an agent has been added to a communications conguration, see Siebel CTI Administration Guide .
3. The agent clicks the ashing Accept Work Item buon on the communications toolbar to accept an incoming
chat request.
For more information about accepting a chat, see Accepting an Incoming Chat.
4. Siebel Call Center aempts to identify the customer requesting a chat using the information provided on the
chat request form.
The information on the chat request form determines whether an activity event or a service request is created,
and consequently the application view that the agent is directed to in the Siebel Call Center application. For
example, if the customer provides only a Contact ID on the chat request form, then the agent is directed to the
Contact screen in Siebel Call Center. However, if the customer provides a valid Service Request ID that Siebel
Call Center can identify, then the agent is directed to the Service Requests screen in Siebel Call Center. For more
information about how Siebel Call Center identies the customer requesting a chat, see Chat Standard Accept
Process Workow.
5. The agent is directed to an appropriate application view in Siebel Call Center and engages in a chat
conversation with the customer.
For more information about how an agent handles a chat, review the following:

◦ Responding to an Incoming Chat

◦ Reviewing Inbound Siebel Chat Activities
◦ Handling Siebel Chat Sessions

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Siebel Chapter 2
Chat Guide Overview of Siebel Chat

6. The agent releases the chat session, see Releasing Chat Sessions.

Chat Request Form

The following image shows an example of a chat request form.

Some information might be prepopulated in the form, as follows:

1. Prole information. The rst name, last name, phone number, and email address information is prepopulated if
the user is logged in to the self-service Web application.
2. Service request information. The service request number, product name, problem summary, and problem
description information is prepopulated if the chat is requested from a Service Request Detail page.

Customer-Facing Chat Process Flow

The following image describes a customer-facing chat process ow.

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Siebel Chapter 2
Chat Guide Overview of Siebel Chat

The steps involved in a typical customer-facing chat process ow, shown in this image, are as follows:
1. A customer, looking for an answer to a problem, requests a chat with an agent from any non-Siebel self-service
Web application.
The customer can request a chat as an anonymous user, or can log in to the self-service Web application rst
and then request a chat (for example, as a follow up to a service request). In both cases, the customer can do
one of the following to request a chat:
◦ Click Contact Us, then Chat (or navigate to Support, Contact Us, and then Chat).
◦ Click the Chat with a Live Agent shortcut in the Need more Help? frame.
2. The customer lls out the chat request form by entering personal information (name or user ID, email
address, address), product type details (product name or product category), problem summary, problem
description, then clicks Submit and waits in the queue. For identied customers, the self-service Web
application prepopulates as many of these values as possible. An example chat request form is shown in the
image in Chat Request Form.
3. Using the information on the chat request form as search parameters, the self-service Web application executes
a search against the Oracle Knowledge Base, and returns a list of suggested knowledge base articles and
solutions for the customer to review.
Customers can review these articles without losing their position in the queue.
4. If still not satised, then the customer clicks Chat and waits to be connected to an agent.
Based on conguration, pushed URLs are visible to the customer in one of the following ways:
◦ In a frame alongside the customer’s chat UI in the same browser, or
◦ In a new browser window
For more information about push URL conguration and chat project setup, see Conguring the Behavior of the
Push URL Functionality.
5. When the customer is connected to an agent, the customer engages in a chat conversation with the agent.
6. The customer releases the chat session.
If congured for Siebel Chat, then when a customer releases a chat session, the customer can:

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Siebel Chapter 2
Chat Guide Overview of Siebel Chat

◦ Be prompted to ll out a feedback form

◦ Receive an email from the agent with the chat transcript aached

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Siebel Chapter 3
Chat Guide Seing Up Siebel Chat

3 Seing Up Siebel Chat

Seing Up Siebel Chat
This chapter outlines how to set up Siebel Chat, including what aspects to consider when planning your setup and
deploying your application. The installation guidelines refer to Siebel Call Center components. This chapter includes the
following topics:
• Installing Customer-Facing Components
• Roadmap for Conguring Siebel Call Center for Siebel Chat
• Required Parameter Conguration When Using Siebel Chat on Oracle Solaris

Installing Customer-Facing Components

The self-service Web application that customers use can be any third-party or in-house Web application to which Siebel
Chat is integrated. For information about installing non-Siebel self-service Web applications, see the documentation
that accompanies that product.

After you have installed your self-service Web application, you must set it up for Siebel Chat. For more information
about seing up Siebel Chat for non-Siebel self-service Web applications, see the documentation that accompanies that
product.

Roadmap for Conguring Siebel Call Center for Siebel

Chat
You must log in with administrator access to Siebel Call Center to congure it for Siebel Chat. To congure Siebel Call
Center for Siebel Chat, perform the following tasks and process:
• Verifying Organization Access Control
• Seing Up Agent Responsibilities and Views in Siebel Call Center
• Conguring Communications in Siebel Call Center for Siebel Chat
• Adding Agents to the Communications Conguration for Siebel Chat
• Seing Up an Alias for Siebel Chat Users in Siebel Call Center
• Seing Up Frequently Used Text in Siebel Call Center for Siebel Chat
• Conguring the Communications Toolbar
• Seing Up a Global URL Library in Siebel Call Center for Siebel Chat
• Conguring the RedoPopupInMenu Command
• Seing Up Outbound Email Communications in Siebel Call Center
• Conguring Support for F5 Refresh in Siebel Chat

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Siebel Chapter 3
Chat Guide Seing Up Siebel Chat

• Seing Up System Preferences in Siebel Call Center for Siebel Chat

• Conguring Siebel Chat Auto Answer
• Customizing the Siebel Chat User Interface
• Process of Conguring Siebel Chat Feedback

Verifying Organization Access Control

Siebel Chat supports multitenancy, so access to data in general is restricted to those records belonging to the agent’s
Position Organization. The Position Organization is the organization to which the agent’s current position belongs. To
verify an agent’s position and position organization, complete the steps in the following procedure.

This task is a step in Roadmap for Conguring Siebel Call Center for Siebel Chat.

To verify an agent’s position and position organization

1. Navigate to the Administration - User screen, then the Employees view.
2. From the Employees list, select or query for the agent whose position and position organization you want to
verify.
3. Scroll to the end of the page. Notice the agent’s Position (for example, Siebel Administrator) and Position
Organization (for example, Default Organization).
Only records belonging to the Position Organization are displayed for this agent. For more information about
organization access control, see Siebel Security Guide .

Seing Up Agent Responsibilities and Views in Siebel Call Center

To handle chat interactions, each user of Siebel Chat must be given access to certain views and responsibilities. By
default, the Universal Agent responsibility in Siebel Call Center is already set up for Siebel Chat. However, if you want to
use a dierent responsibility (other than Universal Agent), then you must set up a new agent responsibility in Siebel Call
Center, and add the appropriate chat views and users to that responsibility.

This task is a step in Roadmap for Conguring Siebel Call Center for Siebel Chat.

To set up agent responsibilities and views in Siebel Call Center for Siebel Chat
1. Navigate to the Administration - Application screen, then the Responsibilities view.
A list of responsibilities displays with the responsibilities tab open.
2. Click New to create a new universal agent responsibility, and complete the elds as described in the following
table.

Name Description Example Value

Responsibility Enter a name for the universal agent responsibility that Universal Agent B2B+B2C
you want to create.

Description Enter a description for the responsibility. Siebel Universal Agent

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Siebel Chapter 3
Chat Guide Seing Up Siebel Chat

Name Description Example Value

Organization Click the single select buon, and select the Active Systems
organization to which the responsibility belongs.

3. In the Views section of the page, click Add and add the following views to your agent responsibility:

◦ Chat View
◦ Chat Activity View
◦ Chat Language Mapping View
◦ Chat Parameter and Routing Administration View
◦ Chat Popup Base View
◦ Service Request Detail View
◦ All Service Requests List View
◦ Persistent Customer Dashboard View
◦ Contact Details View
◦ Contact Details View, Detail Tab
◦ Visible Contact List View
◦ Solution Resolution Documents View
◦ Activity Aachment View
◦ Search View
◦ Basic Search View
◦ Basic Search Results View
◦ Advanced Search View
◦ Advanced Search Results View
◦ Search Selection View
◦ Search Looking View
4. In the Users section of the page, click Add and add your chat users to the agent responsibility.

Conguring Communications in Siebel Call Center for Siebel Chat

To congure communications in Siebel Call Center for Siebel Chat, you must congure a communications driver, add
agents to the chat communications conguration, congure chat routing, and nally set up an email prole for your
chat communications so that an email is sent to users when they release a chat session.

For third-party chat integrations, you must congure a custom communications driver for the third-party chat solution.
The purpose of this driver is to provide a mechanism through which chat messages are exchanged with the third-party
chat server. For more information about how to create and congure a custom driver for third-party products using the
Adaptive Communications API, see Siebel CTI Administration Guide.

This task is a step in Roadmap for Conguring Siebel Call Center for Siebel Chat.

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Siebel Chapter 3
Chat Guide Seing Up Siebel Chat

To congure communications in Siebel Call Center for Siebel Chat

1. Locate the multichannel_enhanced_chat.def le as required.

You must use the multichannel_enhanced_chat.def le if you are using the default workow to handle incoming
chat requests. For more information, see Chat Standard Accept Process Workow.

The communication le is delivered with your Siebel Call Center software, and it denes all the conguration
details (parameters, proles, commands, event handlers) for your application. Communication les are usually
located in the following directory:

SIEBSRVR_ROOT\bin\language_code

If you cannot locate the communication le, then contact your system administrator or Oracle account support
representative.

Note: You can optionally make a copy of multichannel_enhanced_chat.def and modify it using a text
editor before importing it into your communications conguration record.

2. Congure chat communications and a communications driver for your company:

a. Navigate to the Administration - Communications screen, then the All Congurations view.
b. Click New to set up a new conguration record, enter a name for the record, enter a comment (this is
optional), then save the record by clicking Ctrl+S.
c. Import the congurations dened in the multichannel_enhanced_chat.def le:

- Select the conguration record that you created, click Import Conguration, then Next.
- On the Import Conguration window, specify the communications conguration elements to
import. Choose all of the following options: Conguration Parameters, Drivers and Proles,
Commands, and Events.
- Browse to the location of your multichannel_enhanced_chat.def le, and click OK.

When the import process is complete, the Import Conguration window closes, and the
Parameters, Proles, Commands, and Event Handlers tabs are now populated with communication
conguration information. For example, clicking the Event Handlers tab displays a list of available
chat-related event handlers (such as, ChatAccepted, ChatMessageReceived, ChatSuspended, and
so on). You can add or delete Parameters, Proles, Commands, and Event Handlers, as required.
d. Congure a driver for your company to communicate with the third-party chat server:

- Select the conguration record that you created, and click the Proles tab.
- Click the Driver name.

Note: If you want to congure a new driver to communicate with the third-party chat
server, then click New, select a communication prole from the list that is displayed, and
then click Driver name.

- On the Communications Drivers screen, use the vertical navigation buons to navigate to the
Prole Parameter Overrides section, and set the driver parameters, as required.

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Note: If no prole exists for the driver, then one must be created. If one does exist, but it is
not the prole that you want to congure, then add a new prole now.

The following table briey describes some important driver parameters that can be congured. For more
information about all driver parameters that can be congured, see Siebel CTI Administration Guide.

Driver Parameter Value

Driver:CompanyName Required. Set to the company alias.

Driver:AdminUserName Required. Set to the administrator name.

Driver:AdminPassword Required. Set to the administrator password (of AdminUserName).

Driver:URL Required. Set to the location of the third-party chat services, for example, as
follows:

http://east/<tp_chat_server>/services/

Driver:ProxySupport Optional. Set to script if you want to use wpad.dat to access third-party chat
services using an HTTP proxy. Set to Disabled if you do not want to use a
proxy.

Driver:ProxyScriptLocation Optional. If Driver:ProxySupport is set to script, then set this parameter to the
location of the script, for example, as follows:

http://wpad.us.oracle.com/wpad.dat

Driver:EnableSOAPTrace Optional. Set to True to log all communications between the driver and the
third-party chat server, and set to False to ignore all communications.

Driver:LogFile Optional. Specify a name for the driver log le.

Driver:LogSOAPFile Optional. Specify a name for the log le, into which all messages between the
driver and the third-party chat server are wrien.

3. Add agents to the chat communications conguration record.

This step involves mapping an agent’s details as dened for the third-party chat solution to the corresponding
agent user in the Siebel Call Center application. For more information about adding agents, see Adding Agents
to the Communications Conguration for Siebel Chat.
4. Save the chat conguration record if required so that you can readily access it in the future, for example, if you
want to update and amend it.

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5. (Optional) If changes have been made to the conguration, driver parameters, or prole parameters, then save
the communications conguration to another le as follows:
a. Navigate to the Administration - Communications screen, then the All Congurations view.
b. Select the chat conguration record that you want to save, and click Export Conguration.
c. On the Export Conguration window, specify the communications conguration elements to export.
Choose from the following options:
- Conguration Parameters
- Drivers and Proles
- Commands
- Events
d. When prompted, save the communications conguration le to a suitable location.
6. Congure chat routing parameters.
This step involves conguring the routing for chat data, see Seing Up an Alias for Siebel Chat Users in Siebel
Call Center.
7. Congure an email prole for chat communications, see Seing Up Outbound Email Communications in Siebel
Call Center.

Adding Agents to the Communications Conguration for Siebel

Chat
When adding agents to the communications conguration for Siebel Chat in Siebel Call Center, it is important that you
use the same Agent Login and Password that were set up for the agent in the third-party chat server.

To add agents to the communications conguration set up in Siebel Call Center, complete the steps in the following
procedure. This task is a step in Roadmap for Conguring Siebel Call Center for Siebel Chat.

To add agents to the Siebel Chat communications conguration in Siebel Call Center
1. Navigate to the Administration - Communications screen, then the All Congurations view.
2. Select the (chat) communications conguration record for which you want to add agents, and click the Agents
tab.
3. Click New to add an agent.
4. On the Add Agents window, select or query for the agent that you want to add, and then click OK.
5. Specify the Agent Login and Password that the agent must use to log in to the third-party chat server:
a. Click on the agent name to go to the Agent General Prole page.
b. Enter the Login and Password in the Agent Login and Password elds respectively.
6. Assign a teleset to each agent:
a. Click an Agent, then the Telesets tab, then New.
b. On the Add Telesets window, select or query for the teleset that you want to assign, and click OK.

For information about conguring agents after an agent has been added to a communications conguration, see Siebel
CTI Administration Guide.

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Seing Up an Alias for Siebel Chat Users in Siebel Call Center

For each Siebel Chat user, it is important to set the Alias value on the Person record within Siebel Call Center to the
corresponding First Name value provided for the user account in the third-party chat server. This is the name that the
customer requesting the chat sees in the chat transcript, and you want it to be the same in the agent transcript. If no
alias value is specied in Siebel Call Center, then the user’s log in name is used in the transcript that is emailed to the
customer, and it might not match the name that the customer sees during the chat session.

This task is a step in Roadmap for Conguring Siebel Call Center for Siebel Chat.

To set the alias in Siebel Call Centerfor Siebel Chat users

1. Navigate to the Administration - User screen, then the Persons or the Employees view.
2. Select the person record for which you want to set an alias.
3. Enter an alias value in the Alias eld.

Note: The alias value that you enter in this eld for the user must correspond to the First Name value
that is dened for the user account in the third-party chat server.

Seing Up Frequently Used Text in Siebel Call Center for Siebel

Chat
Administrators can set up a library of message response templates (or frequently used text) for chat in Siebel Call
Center where each template holds a predened message response, which agents can choose to send to customers
as required. When responding to chat requests, agents can access this library of predened message responses by
enabling Frequently Used Text (FUT) matching in the message input area of the chat pane. For more information about
responding to chat requests, see Responding to an Incoming Chat.

To set up predened message responses for chat in Siebel Call Center, complete the steps in the following procedure.
This task is a step in Roadmap for Conguring Siebel Call Center for Siebel Chat.

To set up a library of frequently used text templates in Siebel Call Center for Siebel
Chat
1. Navigate to the Administration - Communications screen, then the All Templates view.
2. Click New to create a FUT template and on the Simple tab, specify the following:

Field Description

Name The name of your text template.

Channel Type Select Chat as the channel type from the drop-down list.

Template Type (Optional) Select Greeting, Body, or Closing as required:

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Field Description

◦ A Greeting template type response can be:

Hello. How may I help you?

◦ A Body template type response can be:

Good morning. How can I help you?

◦ A Closing template type response can be:

Thank you. Good bye.

Language Specify the language to be used in your text template.

Locale Specify the Locale Code for your country.

Public (Optional) Select this check box if you want the template to be made available to everyone outside
the creator’s organization.

Note: This check box is selected by default for chat.

Pick Available Substitutions Select the Chat UI substitution object from the object drop-down list if you want to use
(Optional) any of the available Chat UI data substitutions when composing your text response. The
available Chat UI data substitutions are:

◦ [Chat UI.Customer First Name]

◦ [Chat UI.Customer Last Name]

◦ [Chat UI.Employee Alias]

◦ [Chat UI.InputText]

◦ [Chat UI.Primary Owner Id]

3. Enter the text for your template into the message input area; the subject line is not used for templates.

Conguring the Communications Toolbar

This task is a step in Roadmap for Conguring Siebel Call Center for Siebel Chat. The communications toolbar displays
the functions related to chat that are available for Siebel Chat. Working with Siebel Chat describes the chat-related
behavior of the functions on the communications toolbar. The communications toolbar is dened and congured within
Siebel Tools, like other toolbars in Siebel applications. For information about conguring the communications toolbar in
Siebel Tools, including object denitions, toolbar items, commands, and bitmaps, see the following:

• Conguring Siebel Business Applications

• Siebel Developer's Reference

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For information about modifying the communications toolbar, including modifying the appearance of existing toolbar
buons, and moving, adding, or removing a toolbar buon, see Siebel CTI Administration Guide .

Seing 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 Conguring Siebel Call Center for Siebel Chat.

CAUTION: Ensure that URLs can be reached by users who are outside your company rewall.

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:

a. In the File Name eld, click the single select buon to add a resolution aachment.
b. Enter the URL address (starting with hp://) of the URL that you want to share with customers.
c. 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.

Conguring the RedoPopupInMenu Command

If the RedoPopupInMenu command is congured in Siebel Call Center for Siebel Chat, then chat response messages
that are not successfully accepted for a chat session are cached for the agent for that chat session. For example,
when agents accept a new work item or resume work on an existing work item that has not been closed yet, any chat
response messages that the agent has not successfully accepted for the chat session are cached provided that the
RedoPopupInMenu command is congured. Agents can then replay the chat response messages that were cached by
navigating to Tools, then Communications in Siebel Call Center, and clicking Redo Popup. Use the following procedure
to congure the RedoPopupInMenu command in Siebel Call Center for Siebel Chat.

To congure the RedoPopupInMenu command

1. Navigate to the Administration - Communications screen, then the All Congurations view.
2. Query for the communications conguration record for which you want to congure the RedoPopupInMenu
command, then click the Commands tab.
3. Go to the RedoPopupInMenu command.

If the RedoPopupInMenu command does not exist, then click New to add it, and then click Save.
4. Drill down on the RedoPopupInMenu command by clicking the RedoPopupInMenu link and congure the
command parameters as follows:

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a. Click the Command Parameters tab.

b. Click New and add the command parameters for RedoPopupInMenu with the values shown in the
following table.

Name Value

Description Redo Popup in menu

HotKey Shift+Alt+R

Note: Make sure that the keyboard shortcut does not conict with
any keyboard shortcuts that are dened already.

MenuPosition 15

Note: Change the menu position if it conicts with the menu

position of another command.

ServiceMethod Communications Client.RedoPopup

Title Redo Popup

5. Navigate to WINDOWS\Downloaded Program Files, and clear the Internet Explorer cache.
6. Log in to Siebel Call Center again, and test your conguration.

Seing Up Outbound Email Communications in Siebel Call Center

If the Chat: Auto Email Mode system preference is set to POPUP or SEND, then outbound email communications must
be set up for Siebel Chat so that an email response is correctly sent to customers when chat sessions are released. If
Chat: Auto Email Mode is set to NONE, then seing up chat outbound communication in Siebel Call Center is optional.

Use the following procedure to set up outbound email communications in Siebel Call Center. This task is a step in
Roadmap for Conguring Siebel Call Center for Siebel Chat.

To set up outbound email communications in Siebel Call Center for Siebel Chat
1. Navigate to the User Preferences screen, then the Outbound Communications view.
2. Set up outbound communications as follows:

a. In the Send Email section, set the following options, as required:

- Default Prole
- Default Recipient Class

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- Email Client
- Siebel/Outlook Form
- Siebel/Lotus Form
- Default Message Format

Note: Default Prole must be set to the email prole that is used to send emails to users (for
example, when users release a chat session). You must set up this email prole rst. For more
information about email prole setup, see Siebel Email Administration Guide.

b. In the Email Response section, set the following options, as required:

- Default Greeting Template: Options include Formal Greeting, and Informal Greeting.
- Default Closing Template: Options include Address Verication Closing, Formal Info Closing,
Formal Support Closing, Informal Info Closing, and Informal Support Closing.
- Default Message Format
- Include Original Message in Reply
- Remain on Same View After Send (Cancel)
c. In the Advanced Features section, set the following options, as required:

- Language
- Locale
d. Set the following system preferences as shown in Seing Up System Preferences in Siebel Call Center for
Siebel Chat:

- Chat: Default Email Template. Set this to the name of the (chat) email prole that you set up in
Siebel Call Center.
- Chat: Auto Email Mode. Set this to POPUP, SEND, or NONE.
For more information about each of these options, about seing up outbound email communications, and conguring
the Internet SMTP/POP3 server driver, see Siebel Email Administration Guide.

Conguring Support for F5 Refresh in Siebel Chat

To congure support for F5 refresh in Siebel Chat, you must remove the ApplicationUnload run-time event. After the
ApplicationUnload run-time event is removed, you can use the F5 refresh function key during chat sessions without
losing any focus.

Note: Remove the run-time event record only. Do not remove the Action Sets record.

To congure support for F5 refresh in Siebel Chat

1. Navigate to Administration - Runtime Events, then the Events view.
2. Query for an event record with the following values, and if the record is present, then delete it:

◦ Event name: ApplicationUnload

◦ Action Set Name: Comm. Web Session Close Action
◦ Object Type: application

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3. Restart the Siebel Server for the changes to take eect.

Now when an agent accepts a chat and starts exchanging chat messages with a customer, the chat pane and
service request view are open, and if the agent then selects F5 on the keyboard or Refresh on the browser
toolbar, the Siebel application refreshes. But after the refresh, the Siebel application remains the same, the chat
session is still connected, the chat pane and service request view are open, and the agent can continue the chat
conversation with the customer.

Seing Up System Preferences in Siebel Call Center for Siebel Chat

There are a number of system preferences that you can optionally set in Siebel Call Center for Siebel Chat. The following
procedure describes these system preferences and how to set them. This task is a step in Roadmap for Conguring
Siebel Call Center for Siebel Chat.

To set the system preferences in Siebel Call Center for Siebel Chat
1. Navigate to the Administration - Application screen, then the System Preferences view.
2. Query for *Chat* to get a list of all the chat-related system preferences that can be set up.

For each Siebel Chat system preference that you want to set up, specify the system preference name, value, and
description, as dened in the following table.

System Preference Name System Preference Value Description

Chat: Default Email Template Note: You must dene the Name of the default email template
default email template rst, used to automatically generate the
and then specify it in this email that is sent when a user releases a
eld. For more information, chat session.
see Seing Up Outbound
Email Communications in
Siebel Call Center.

Chat: AutoCreate Service Req FALSE Flag that determines whether a service
request is created automatically when
agents accept a chat request. Valid
values are TRUE or FALSE.

Chat: Auto Search Mode ON Determines the mode used to

automatically perform a search when
agents accept a chat request. Valid
values are ON or OFF.

Chat: Auto Email Mode SEND Determines the mode used for
automatically sending an email when

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System Preference Name System Preference Value Description

a chat is terminated. Valid values are

POPUP, SEND, and NONE:

◦ POPUP automatically displays the

email, allowing the agent to modify
it before sending.
◦ SEND automatically sends the
email, without prompting the
agent.
◦ NONE does not send an email.

Chat: BlinkTab ON Determines whether the chat tab blinks

(ON) or not (OFF) when a new chat is
accepted. For more information, see
Conguring the Siebel Chat BlinkTab
System Preference.

Chat: CustomerTypeDisplayTime 5 The time interval in seconds in which to

continue showing the customer is typing
message in the chat pane. The value
must be greater than zero. For example,
if Chat: CustomerTypeDisplayTime is set
to 5 when a customer starts typing, then
the message shows for 5 seconds in the
chat pane. When the customer stops
typing, the customer is typing message
in the chat pane disappears 5 seconds
later.

Chat: AgentTypeDetectInterval 5 The time interval in seconds after which

the system checks if the agent is typing
a message. The value must be greater
than zero.

Chat: SendAgentTypeMsgCmd SendAgentTypingMsg The CTI command to call when sending

the agent’s message response to a
customer. The CTI command must be a
valid command when conguring in CTI.

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Required Parameter Conguration When Using Siebel

Chat on Oracle Solaris
The following parameters must be congured appropriately if using Siebel Chat on Oracle Solaris: CommSessionMgr,
EnterpriseServer, GatewayAddress, and RequestServer.

To congure the required parameters if using Siebel Chat on Oracle Solaris

1. Navigate to the Administration - Communications screen, then the All Congurations view.
2. Select the communications conguration record that you want to modify, then click the Parameters tab.
3. Congure the parameters as shown in the following table:

Parameter Name Value

CommSessionMgr CommSessionMgr

RequestServer [Windows Server where CommMgmt is running]

GatewayAddress [Gateway address of the computer where CommMgmt is running : gateway port]

EnterpriseServer [Siebel]

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4 Working with Siebel Chat

Working with Siebel Chat
This chapter describes how an agent works with Siebel Chat. This chapter includes the following topics:
• Siebel Chat Interface
• Processing Siebel Chat Requests
• Verifying That Siebel Chat Is Installed for Siebel Call Center
• Reviewing Inbound Siebel Chat Activities
• About the Communications Toolbar
• Logging in to Siebel Chat
• Receiving a New Chat
• Accepting an Incoming Chat
• Responding to an Incoming Chat
• Handling Siebel Chat Sessions
• About the Chat Dashboard
• Changing Agent Status
• Agent and Siebel Chat Interaction States
• Seing Up Logging and Tracing for Siebel Chat Components
• About Web Notications

Siebel Chat Interface

The Siebel Chat interface (or chat pane) is a part of the communications panel.

You access the communications panel by clicking Communications on the menu toolbar in your client application. The
communications panel contains the following elements: a header area, the communications toolbar, the customer
dashboard, and the chat pane. Depending on the deployment of your client application, the communications panel
might not contain all of these elements.

The communications panel appears on either side of your Siebel Call Center application, depending on conguration.
The main Siebel Call Center application area appears next to the communications panel.

The communications panel, which includes the Siebel Chat pane, can appear in a docked position or as a oating pane
in your client application. You can dock or undock the panel by clicking Dock or Undock. When the communications
panel is oating (undocked), you can move and position it anywhere within the connes of the main application client
area. In addition, you can do the following:
• Control the size of the communications panel by choosing a wide or a narrow display for the panel.
• Modify the display of the communications toolbar by choosing to display more or less of the toolbar.
• Customize the appearance of the communications toolbar.

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To do this, customers must create their own customized CSS le in which custom icons are specied and then
associate this CSS le to the application theme for which these customizations are to be enabled. For more
information about performing this type of customization, see Conguring Siebel Open UI .
• Developers can modify the display of the communications panel and its elements.

For example, by modifying the applicable style sheet, developers can modify which items appear when an
agent displays more or less of the toolbar. Or, by modifying the Siebel Web template le CCFrameContentHI in
the database, developers can modify the order of the elements within the communications panel.
• Close the communications panel by clicking Close (X).
For more information about the communications panel and the communications toolbar, see Siebel CTI Administration
Guide . For more information about the chat pane and customer dashboard, see Accessing Siebel Chat in Siebel Call
Center and About the Chat Dashboard.

Agents can engage in multiple chat sessions with many users simultaneously. If more than one chat session is open, the
chat sessions are represented by tabs in the chat pane. For more information, see Handling Multiple Simultaneous Chat
Sessions.

The following image shows the Siebel Chat interface or chat pane.

The various sections of the chat pane show the following:

• Dashboard. The dashboard displays details about the problem that the customer is having. Agents can carry
out a number of popular actions quickly using the chat dashboard. For more information about the chat
dashboard, see About the Chat Dashboard.

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• Transcript area. This is where agents can view the transcript of the chat conversation so far. Each part of the
chat conversation is clearly labelled with either the agent’s or the customer’s name, is dated, and time stamped.
When a chat session ends, the chat transcript is aached to an activity. For more information about accessing
chat transcripts and aachments, see Reviewing Inbound Siebel Chat Activities.
• Input text box. This text box is where an agent enters the responses to a chat request, executes a search,
and smart shares service request and solution information. For more information about these tasks, see
Responding to an Incoming Chat.
• URL area. This is where an agent can enter a Web URL to share with a customer, which is then automatically
displayed in the customer’s browser. To do this, enter the URL, and then press enter to push the URL to the
customer. This eliminates the need for the customer to manually copy and paste the URL into a browser
window. Agents can also click the URL Library buon to access a global list of predened URLs, which they can
push to customers as required. For more information about push URL, see Pushing a Web URL.

Processing Siebel Chat Requests

The processing of Siebel Chat requests involves identifying the customer requesting a chat, then creating one or more
activity records linked to a contact record or a service request. An activity is always created when a chat is accepted by
an agent, and each time a chat is transferred.

This topic includes information about the following:

• Chat Standard Accept Process Workow
• Siebel Call Center Behavior When Processing Siebel Chat Requests
• Guidelines for Processing Siebel Chat Requests

Chat Standard Accept Process Workow

Siebel Chat provides a sample workow called Chat Standard Accept Process - vx to handle incoming chat requests,
where vx represents the version number. Currently, the latest version is v3. The Chat Standard Accept Process workow
shown in the image in this topic is the default workow that is called when an incoming chat request is accepted by an
agent. When an agent accepts an incoming chat, Siebel Call Center aempts to identify the customer requesting the
chat from the information provided on the chat request form. This information determines whether a service request is
created, and consequently the application view that the agent is directed to in the Siebel Call Center application.

The Chat Standard Accept Process workow provides the following enhanced chat functionality to handle incoming
chat requests:
• Conguring which parameters to pass from the chat request page
• Conguring the chat accept process using Siebel Workow
• Conguring the RedoPopupInMenu command
• Siebel Chat transfer to agent and workgroup
• Siebel Chat bookmark transfer
• Siebel Chat auto answer for agents
• Conguring the display name for Siebel Chat sessions
For more information about how to congure and set up this enhanced chat functionality, see the following:
• Conguring Siebel Chat Auto Answer

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• Customizing Siebel Chat

The Chat Standard Accept Process workow shown in the following image is a Siebel Workow, and you can congure
the workow as required using Siebel Tools to suit your own business needs.

Workow Description. This workow performs the following actions:

1. When an agent accepts a chat, the chat UI business service does one of the following:

◦ Obtains the service request ID if the chat is a transferred chat.

◦ Identies the service request ID if one is associated with the incoming chat.
◦ Identies the service request number if one is associated with the incoming chat.

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◦ Identies the account or contact if the customer provides a valid contact name or user ID and account
name, then it creates a new service request.
2. The chat UI business service opens the chat pane.
3. The chat UI business service directs the agent to the appropriate view (service request detail view or bookmark
view) in the Siebel Call Center application, and the chat display name is updated accordingly in the chat pane.

For example:

◦ If bookmark is enabled, then the customer dashboard is updated, the bookmarked view opens, and the
chat display name is updated in the chat pane.
◦ If bookmark is disabled, then the customer dashboard updates, the service request detail view opens,
and the chat display name updates accordingly in the chat pane.

Siebel Call Center Behavior When Processing Siebel Chat Requests

The tables in this topic summarize the default workow for accepting Siebel Chat requests by describing what happens
in Siebel Call Center when various conditions are met (or not, as the case might be). Depending on the information
that the customer provides on the chat request form, and the ability of Siebel Call Center to identify that customer, the
workow for accepting an incoming chat can vary.

The following table describes what happens in Siebel Call Center when the user’s contact ID only is identied, along with
the presence or absence of various other conditions.

SR ID Contact Auto Identify Other Actions in Siebel Call Center Application

Present ID Create Chat Data Chat
Present SR On Present Data
Present

No Yes Yes Yes Yes Creates a new service Populates the Creates a new
request using the customer dashboard activity with the
contact ID and other using the contact ID, contact ID.
No Yes Yes No Yes chat data present, and identify chat
such as, area, data (if any), such as, Updates the
subarea, or problem contact rst name, activity with the
description. contact last name, service request ID
email address, or when the service
Shows the service phone number. request is created.
request detail view.

Opens the search

frame and searches
using other chat data
present, such as,
problem description
or product category.

No Yes Yes Yes No Creates a new service

request using the
contact ID.
No Yes Yes No No
Shows the service
request detail view.

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SR ID Contact Auto Identify Other Actions in Siebel Call Center Application

Present ID Create Chat Data Chat
Present SR On Present Data
Present

Opens the search

frame with no search
criteria.

No Yes No Yes Yes Shows the contact Populates the Creates a new
detail view. customer dashboard activity with the
using the contact ID, contact ID.
No Yes No No Yes Opens the search and identify chat
frame and searches data (if any), such as,
using other chat data contact rst name,
present. contact last name,
email address, or
phone number.
No Yes No Yes No Shows the contact
detail view.

No Yes No No No Opens the search

frame with no search
criteria.

The following table describes what happens in Siebel Call Center when the user’s service request ID and contact ID are
both identied, along with the presence or absence of various other conditions.

SR ID Contact Auto Identify Other Actions in Siebel Actions in Siebel Actions in Siebel
Present ID Create Chat Data Chat Call Center Call Center Call Center
Present Service Present Data Application (1) Application (2) Application (3)
Request Present
On

Yes Yes Yes Yes Yes Shows the service Populates Creates a new
request detail view. the customer activity with the
dashboard using service request ID,
the contact ID, and and contact ID.
identify chat data
(if any), such as,
contact rst name,
contact last name,
email address, or
phone number.

Yes Yes Yes Yes No Shows the service Populates Creates a new
request detail view. the customer activity with the
dashboard using service request ID,
the contact ID, and and contact ID.
identify chat data
(if any), such as,
contact rst name,
contact last name,
email address, or
phone number.

Yes Yes Yes No Yes Shows the service Populates Creates a new
request detail view. the customer activity with the

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SR ID Contact Auto Identify Other Actions in Siebel Actions in Siebel Actions in Siebel
Present ID Create Chat Data Chat Call Center Call Center Call Center
Present Service Present Data Application (1) Application (2) Application (3)
Request Present
On

dashboard using service request ID,

the contact ID, and and contact ID.
identify chat data
(if any), such as,
contact rst name,
contact last name,
email address, or
phone number.

Yes Yes Yes No No Shows the service Populates Creates a new

request detail view. the customer activity with the
dashboard using service request ID,
the contact ID, and and contact ID.
identify chat data
(if any), such as,
contact rst name,
contact last name,
email address, or
phone number.

Yes Yes No Yes Yes Shows the service Populates Creates a new
request detail view. the customer activity with the
dashboard using service request ID,
the contact ID, and and contact ID.
identify chat data
(if any), such as,
contact rst name,
contact last name,
email address, or
phone number.

Yes Yes No Yes No Shows the service Populates Creates a new

request detail view. the customer activity with the
dashboard using service request ID,
the contact ID, and and contact ID.
identify chat data
(if any), such as,
contact rst name,
contact last name,
email address, or
phone number.

Yes Yes No No Yes Shows the service Populates Creates a new

request detail view. the customer activity with the
dashboard using service request ID,
the contact ID, and and contact ID.
identify chat data
(if any), such as,
contact rst name,
contact last name,
email address, or
phone number.

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SR ID Contact Auto Identify Other Actions in Siebel Actions in Siebel Actions in Siebel
Present ID Create Chat Data Chat Call Center Call Center Call Center
Present Service Present Data Application (1) Application (2) Application (3)
Request Present
On

Yes Yes No No No Shows the service Populates Creates a new

request detail view. the customer activity with the
dashboard using service request ID,
the contact ID, and and contact ID.
identify chat data
(if any), such as,
contact rst name,
contact last name,
email address, or
phone number.

The following table describes what happens in Siebel Call Center when the user’s service request ID only is identied,
along with the presence or absence of various other conditions.

SR ID Contact Auto Identify Chat Other Actions in Siebel Actions in Siebel Actions in Siebel
Present ID Create Data Present Chat Call Center Call Center Call Center
Present Service Data Application (1) Application (2) Application (3)
Request Present
On

Yes No No Yes Yes Shows the service Searches for the Creates a new
request detail view. contact using the activity with the
service request service request ID.
ID and identify
chat data (if any), Updates the activity
such as, problem with the contact ID
description or when the contact is
product category. determined.

Populates
the customer
dashboard.

Yes No No Yes No Shows the service Searches for the Creates a new
request detail view. contact using the activity with the
service request service request ID.
ID and identify
chat data (if any), Updates the activity
such as, problem with the contact ID
description or when the contact is
product category. determined.

Populates
the customer
dashboard.

Yes No No Yes Yes Shows the service Searches for the Creates a new
request detail view. contact using the activity with the
service request service request ID.
ID and identify
chat data (if any), Updates the activity
such as, problem with the contact ID

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SR ID Contact Auto Identify Chat Other Actions in Siebel Actions in Siebel Actions in Siebel
Present ID Create Data Present Chat Call Center Call Center Call Center
Present Service Data Application (1) Application (2) Application (3)
Request Present
On

description or when the contact is

product category. determined.

Populates
the customer
dashboard.

Yes No No Yes No Shows the service Searches for the Creates a new
request detail view. contact using the activity with the
service request service request ID.
ID and identify
chat data (if any), Updates the activity
such as, problem with the contact ID
description or when the contact is
product category. determined.

Populates
the customer
dashboard.

Yes No Yes No Yes Shows the service Searches for the Creates a new
request detail view. contact using the activity with the
service request ID. service request ID.

Populates Updates the activity

the customer with the contact ID
dashboard. when the contact is
determined.

Yes No Yes No No Shows the service Searches for the Creates a new
request detail view. contact using the activity with the
service request ID. service request ID.

Populates Updates the activity

the customer with the contact ID
dashboard. when the contact is
determined.

Yes No No No Yes Shows the service Searches for the Creates a new
request detail view. contact using the activity with the
service request ID. service request ID.

Populates Updates the activity

the customer with the contact ID
dashboard. when the contact is
determined.

Yes No No No No Shows the service Searches for the Creates a new

request detail view. contact using the activity with the
service request ID. service request ID.

Populates Updates the activity

the customer with the contact ID
dashboard.

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SR ID Contact Auto Identify Chat Other Actions in Siebel Actions in Siebel Actions in Siebel
Present ID Create Data Present Chat Call Center Call Center Call Center
Present Service Data Application (1) Application (2) Application (3)
Request Present
On

when the contact is

determined.

The following table describes what happens in Siebel Call Center when neither the user’s service request ID nor the
contact ID are identied, but various other conditions are either present or absent.

SR ID Contact Auto Identify Other Actions in Siebel Call Actions in Siebel Call Actions in Siebel
Present ID Create Chat Data Chat Center Application Center Application Call Center
Present Service Present Data (1) (2) Application (3)
Request Present
On

No No Yes Yes Yes Opens the search If one contact is Creates a new
frame and searches found, populates the activity with the
using other chat data customer dashboard service request ID
present, such as, using the contact and contact ID (if
problem description information and found).
or product category. identifying chat data.

Searches for the If no contact could be

contact using identied, populates
identifying chat data the customer
present, such as dashboard with the
contact rst name, identifying contact
contact last name, data, and ags it as
email address, or an unknown contact,
phone number. such as, contact email
address or contact
Creates a new service phone number.
request (with the
contact if one is
found, or without a
contact).

Shows the service

request detail view.

No No Yes Yes No Opens the search If one contact is Creates a new

frame with no search found, populates the activity with the
criteria. customer dashboard service request ID
using the contact and contact ID (if
Searches for the information and found).
contact using the identifying chat data.
identifying chat data
present, such as If no contact could be
contact rst name, identied, populates
contact last name, the customer
email address, or dashboard with the
phone number. identifying contact
data, and ags it as
Creates a new service an unknown contact,
request (with the such as, contact email
contact if one is address or contact
phone number.

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SR ID Contact Auto Identify Other Actions in Siebel Call Actions in Siebel Call Actions in Siebel
Present ID Create Chat Data Chat Center Application Center Application Call Center
Present Service Present Data (1) (2) Application (3)
Request Present
On

found, or without a
contact).

Shows the service

request detail view.

No No Yes No Yes Opens the search This is an anonymous Creates a new

frame, and searches chat, where the activity with the
using other chat data customer dashboard service request ID.
present, such as, is not populated with
problem description any information.
or product category.

Creates a new service

request without the
contact information.

Shows the service

request detail view.

No No Yes No No Opens the search This is an anonymous Creates a new

frame, with no search chat, where the activity with the
criteria. customer dashboard service request ID.
is not populated with
Creates a new service any information.
request without the
contact information.

Shows the service

request detail view.

No No No Yes Yes Opens the search If one contact is Creates a new

frame and searches found, populates the activity with the
using other chat data customer dashboard contact ID (if
present, such as, using the contact found).
problem description information and
or product category. identifying chat data.

Searches for the If a contact could

contact using not be identied,
identifying chat data populates the
present, such as customer dashboard
contact rst name, with the identifying
contact last name, chat data, and ags
email address, or it as an unknown
phone number. contact, such as,
contact email address
Shows the contact or contact phone
detail or contact list number.
view.

No No No Yes No Opens the search If one contact is Creates a new

frame with no search found, populates the activity with the
criteria. customer dashboard contact ID (if
using the contact found).

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SR ID Contact Auto Identify Other Actions in Siebel Call Actions in Siebel Call Actions in Siebel
Present ID Create Chat Data Chat Center Application Center Application Call Center
Present Service Present Data (1) (2) Application (3)
Request Present
On

Searches for the information and

contact using the identifying chat data.
identifying chat data
present, such as If a contact could
contact rst name, not be identied,
contact last name, populates the
email address, or customer dashboard
phone number. with the identifying
chat data, and ags
Shows the contact it as an unknown
detail or contact list contact, such as,
view. contact email address
or contact phone
number.

No No No No Yes Opens the search This is an anonymous Creates a new

frame, and searches chat, where the activity without
using other chat data customer dashboard the contact ID.
present, such as, is not populated with
problem description any information.
or product category.

No No No No No Opens the search This is an anonymous Creates a new

frame with no search chat, where the activity without
criteria. customer dashboard the contact ID.
is not populated with
any information.

Guidelines for Processing Siebel Chat Requests

Consider the following guideline for processing chat requests:

• Set the system preference Chat: AutoCreate Service Req to TRUE to automatically create a new service request
for every incoming chat request that is accepted by an agent.
For more information about system preference setup for chat, see Seing Up System Preferences in Siebel Call Center
for Siebel Chat.

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Verifying That Siebel Chat Is Installed for Siebel Call

Center
Before allowing agents to log in and start working with Siebel Chat, it is recommended that administrators verify the
following:
• That Siebel Chat has been installed for Siebel Call Center. For more information, see Accessing Siebel Chat in
Siebel Call Center.
• That all server component groups from Siebel Call Center are started. Server component groups must
be started so that agents can receive inbound chats. For more information, see Checking That All Server
Component Groups are Started for Siebel Call Center.

Accessing Siebel Chat in Siebel Call Center

The Siebel Chat interface (or chat pane) is a part of the communications panel. The following procedure shows you how
to access the chat pane in Siebel Call Center.

To access Siebel Chat in Siebel Call Center

• Click Communications on the menu toolbar in Siebel Call Center.
The communications panel appears containing a header area, the communications toolbar, the customer
dashboard, and the chat pane. The menu toolbar is located on the application banner of the application
window.

Checking That All Server Component Groups are Started for Siebel
Call Center
To enable agents to receive inbound chats, administrators must ensure that all relevant server component groups are
up and running for Siebel Call Center. If server component groups are not started, then administrators must start them
from either Siebel Call Center or the command line, as described in the following procedures.

Starting Server Component Groups from Siebel Call Center

To start the server component groups from Siebel Call Center, complete the steps in the following procedure.

To start the server component groups from Siebel Call Center

1. Navigate to the Administration - Server Conguration screen, then the Enterprises view, and click the
Component Groups tab.
2. Query for the following component groups one at a time, then click the Enable buon and ensure that there is a
check mark in the Enabled on Server? Component Group Assignment panel.
◦ Communication Management
◦ Workow Management

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◦ Enterprise Application Integration (EAI)

Note: Without enabling the Communication Management, Workow Management, and EAI
component groups, Siebel Chat agents are not able to receive inbound chats.

3. Click the Synchronize tab, then the Synchronize buon.

4. Restart the Siebel Server.

Starting Server Component Groups from the Command Line

Use the following procedure to start server component groups from the command line.

To start server component groups from the command line

1. Log in to the Siebel Server to connect to the application database:

SIEBSRVR_ROOT\bin >smgr

2. Enable the server component groups:

srvrmgr> enable compgrp CommMgmt
Command completed successfully.

srvrmgr> enable compgrp EAI

Command completed successfully.

srvrmgr> enable compgrp Workflow

Command completed successfully.

srvrmgr> exit

For information about seing environment parameters in Windows and UNIX, see Siebel System
Administration Guide .
3. Connect back to the application database:

SIEBSRVR_ROOT\bin>smgr

4. To synchronize:
srvrmgr>sync

5. Restart the Siebel Server.

Reviewing Inbound Siebel Chat Activities

Agents can review inbound chat activities, and inbound chat activities associated with individual contacts, and service
requests.
• To review inbound chat activities, complete the steps in the following procedure.
• To review inbound chat activities associated with contacts and service requests, see the following:

◦ Reviewing Inbound Siebel Chat Activities Associated with Service Requests

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◦ Reviewing Inbound Siebel Chat Activities Associated with Contacts

• To review cached chat response messages, see Replaying Cached Chat Response Messages.

To review inbound chat activities

1. Navigate to the Activities - Activities List view.
2. Click Query and select Chat - Inbound from the Type drop-down list to display a list of inbound chat activities.
3. Click an inbound chat activity to open and review it. In the Chat - Inbound screen that opens:

a. Go to the Chat Info tab, and review the chat-related information associated with the inbound chat activity.

The following table describes the elds within the Chat Info tab.

Field Name Description

Name Provided User name.

Email Address Provided User email address.

Phone Provided User telephone number.

Product The product that the user is using.

Problem Description Description of the problem encountered by the user.

Area The product area where the problem occurred.

Sub Area The product subarea where the problem occurred.

SR Number The service request number associated with this inbound chat activity, if any.
Click SR Number to drill down on a detailed view of the service request.

SR Description A brief description of the service request associated with this inbound chat
activity.

b. Go to the Aachments tab and click the chat_transcript le to open and review the entire transcript of the
inbound chat activity.

Click any other le aachment to open up, and review the solution content.

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Reviewing Inbound Siebel Chat Activities Associated with Service

Requests
Agents can review inbound chat activities associated with individual service requests. To review inbound chat activities
associated with a service request, complete the steps in the following procedure.

To review inbound chat activities associated with a service request

1. Navigate to the Service screen, then the Service Requests List view.
2. Click or query for the service request that you want to review.
3. Go to the Activities tab, click Query, select Chat - Inbound from the Type drop-down list, then click Go to display
the inbound chat activities associated with this service request.
4. Click an inbound chat activity to open and review it. In the Chat - Inbound screen that opens:
a. Go to the Chat Info tab and review the chat-related information associated with the inbound chat activity.
For a description of the elds within the Chat Info tab, see Reviewing Inbound Siebel Chat Activities.
b. Go to the Aachments tab and click the chat_transcript le to open and review the entire transcript of the
inbound chat activity. Click any other le aachment to open up, and review the solution content.

Reviewing Inbound Siebel Chat Activities Associated with Contacts

Agents can review inbound chat activities and solutions associated with individual contacts. To review inbound chat
activities associated with a contact, complete the steps in the following procedure.

To review inbound chat activities associated with a contact

1. Navigate to the Contacts screen, then the Contacts List view.
2. Click or query for the contact that you want to review.
3. Go to the Activities tab, click Query, select Chat - Inbound from the Type drop-down list, then click Go to display
the inbound chat activities associated with this contact.
4. Click an inbound chat activity to open and review it. In the Chat - Inbound screen that opens:
a. Go to the Chat Info tab and review the chat-related information associated with the inbound chat activity.
For a description of the elds within the Chat Info tab, see Reviewing Inbound Siebel Chat Activities.
b. Go to the Aachments tab and click the chat_transcript le to open and review the entire transcript of the
inbound chat activity. Click any other le aachment to open up, and review the solution content.

Replaying Cached Chat Response Messages

When agents accept a new work item or resume work on an existing work item that has not been nished yet,
any chat responses that the agent has not successfully accepted for the chat session are cached provided that the
RedoPopupInMenu command is congured. Agents can then replay the chat response messages that were cached
as shown in the following procedure. After replaying the cache, the cache is cleared, and all cached chat response
messages are removed for the chat session.

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To replay cached chat response messages for a chat session

1. Select the active chat session that you want.
2. Navigate to Tools, then Communications in Siebel Call Center, and click Redo Popup.

Related Topic
Conguring the RedoPopupInMenu Command

About the Communications Toolbar

The communications toolbar in Siebel Call Center displays the functions related to chat that are available for Siebel Chat.
Installing and seing up Siebel Chat updates the functionality of the communications toolbar to start supporting chat
interactions.

The communications toolbar is dened and congured in Siebel Tools, like other toolbars in Siebel applications.
For more information about conguring the communications toolbar and about the functions available on the
communications toolbar, see Siebel CTI Administration Guide .

Using the communications toolbar, agents can sign in to the Siebel Chat channel and make themselves available for
incoming chat requests, put chats on hold, transfer, and release chats. For more information about these tasks, see the
following:
• Logging in to Siebel Chat
• Receiving a New Chat
• Accepting an Incoming Chat
• Responding to an Incoming Chat
• Handling Siebel Chat Sessions

Note: Most functions available on the communications toolbar support voice, email, and chat.

Logging in to Siebel Chat

When you have successfully installed Siebel Chat, you can launch it from your Siebel Call Center application. To log in to
Siebel Chat, complete the steps in the following procedure.

To log in to Siebel Chat

1. Log in to your Siebel Call Center application.
2. Click the Log in buon on the communications toolbar to log in to Siebel Chat.
You are now ready to:
◦ Receive, accept, and respond to inbound chat requests

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◦ Transfer and release chat interactions

◦ Change your status from ready to not ready (and conversely)
You perform all of these actions using the communications toolbar.

Receiving a New Chat

Generally, a customer requests a chat by completing a chat request form. This form can include the following
information:
• Product Type. The Product Name or Serial Number.
• Problem Summary. A short description of the problem.
• Problem Description. A detailed description of the problem, including the steps or activities that let up to the
problem’s occurrence.
• Name. The customer’s rst name and last name.
• Email Address. The customer’s email address.
• Phone Number. The customer’s contact phone number.
Siebel Chat uses the information that the user provides on the chat request form to route the chat interaction to a
particular workgroup queue.

When an agent (using the Siebel Call Center application) receives a new chat:
• Either the Accept Work Item buon on the communications toolbar ashes to notify that a chat request has
been queued, or the chat tab ashes to indicate that a new chat has been automatically accepted and queued
to the agent.
• At the same time, the communications toolbar displays a message to identify the user requesting a chat, for
example, as follows:
Chat Request from [email protected]

• When the agent accepts the chat, the customer dashboard automatically prepopulates with the following
information, if provided by the customer on the chat request form:
Customer Name
Phone Number
Email Address
For anonymous chat users, the customer dashboard remains blank. For more information about the customer
dashboard, see About the Customer Dashboard.

Accepting an Incoming Chat

Agents accept an incoming chat that has been queued to them by clicking the Accept Work Item buon, when it
ashes, on the communications toolbar of the Siebel Call Center application. However if chat auto answer is enabled for

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agents in Siebel Call Center, then agents do not need to manually accept the incoming chat as the chat either opens up
automatically on the agent’s screen or the chat tab ashes to indicate that a new chat has been automatically accepted
and queued.

By default, when an agent accepts a chat, the agent automatically becomes not ready or unavailable for other channels.
If an agent does not accept an incoming chat:

• The status of that agent automatically changes to not ready, and no further incoming chats are queued to that
agent until that agent changes the status back to ready. Agent status is indicated by the status buon (State:
ready or State: not ready) on the communications toolbar.

If chat auto answer is enabled and the agent is congured to accept a maximum number of chats at the same
time in the third-party chat server, then chat auto answer accepts incoming chats, up to the maximum number
of chats allowed. For more information about agent status, see Changing Agent Status.

Accepting an Incoming Chat Manually

Use the following procedure to manually accept an incoming chat. Agents must manually accept incoming chats when
chat auto answer is disabled for agents. For more information about chat auto answer, see Roadmap for Conguring
Siebel Chat Auto Answer for Agents.

To accept an incoming chat manually

1. Click the ashing Accept Work Item buon on the communications toolbar.

A chat pane opens in an action pane of your Siebel Call Center application. The chat dashboard is prepopulated
with the information provided by the user on the chat request form. The customer dashboard also opens,
showing customer information.
2. Respond to the incoming chat as described in Responding to an Incoming Chat.

Opening an Automatically Accepted Incoming Chat

Use the following procedure to open an incoming chat that has been automatically accepted. This happens when chat
auto answer is enabled for agents. This procedure assumes that there are other active chat sessions or that the agent is
already working on an existing chat.

Note: If there are no other active chat sessions or the agent is not working on an existing chat, then there is
no need to do anything to open the incoming chat as the chat pane opens up automatically.

For more information about chat auto answer, see Roadmap for Conguring Siebel Chat Auto Answer for Agents.

To open an automatically accepted incoming chat

1. Click the ashing chat tab to open the chat session.

The chat tab stops ashing and a chat pane opens in an action pane of your Siebel Call Center application.
The chat dashboard is prepopulated with the information provided by the user on the chat request form. The
customer dashboard also opens, showing customer information.
2. Respond to the incoming chat as described in Responding to an Incoming Chat.

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Responding to an Incoming Chat

When an agent accepts an incoming chat, the agent can respond to the chat in several dierent ways as described in the
following procedure.

To respond to an incoming chat

1. Accept the incoming chat as described in Accepting an Incoming Chat.
2. In the message input area of the chat pane, respond to the incoming chat using one or a combination of the
following:

a. Send a message to the customer as described in Sending a Message.

b. Push a Web URL to the customer as described in Pushing a Web URL.
c. Share information with the customer as described in Sharing Information Using Smart Share.
3. Depending on the information provided by the customer on the chat request form (contact ID, service request
ID), create a new service request if congured to do so, where no service request already exists.

For anonymous chats, a service request is always created and also a corresponding activity. An activity
is created either under a Service Request or a Contact record. For more information about activities, see
Reviewing Inbound Siebel Chat Activities. For more information about manually creating a service request, see
Creating a Service Request Manually.
4. Release the chat as described in Releasing Chat Sessions.

Sending a Message
Agents have a global list of predened message responses at their disposal to send to customers, as required, when
handling chat interactions. In responding to chat requests, agents can type a message response or they can send a
predened message response, as described in the following procedure. Note the following about using frequently used
text (FUT) and composing a message response:

• You can formulate a message response using any combination of FUT and typed in text.
• You can manually edit the FUT before sending the message response.
• All responses that you send to a customer appear in the transcript area of the chat pane.
To use predened message responses, you must set up FUT for Siebel Chat rst, see Seing Up Frequently Used Text in
Siebel Call Center for Siebel Chat.

To send a message
1. In the message input area of the chat pane, type in the message response, then click Send.
2. If required, send a message response using FUT matching as follows:

a. On the text buon bar, click the Toggle FUT buon to enable FUT matching.

After FUT matching is enabled, matching is based on input text by default, but you can change this to
lter on a dierent match eld as shown in a later step in this procedure.

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Note: The keyboard shortcut to enable or disable FUT matching is Ctrl+Shift+F. FUT matching is
disabled by default.

b. Type in your message.

While typing in your message, any matches found appear directly in a drop-down list and any matched
words show in bold.
c. Click a suggested match to select and use that option.
3. If required, lter FUT matching on a dierent match eld as follows:

a. On the text buon bar, click the Change FUT Match Field buon and then select one of the following:

- Name. Select to lter FUT matching on FUT template name.

- Type. Select to lter FUT matching on FUT template type (Greeting, Body or Closing).
- Subject. Select to lter FUT matching on subject.
- Text. Select to lter FUT matching on FUT template text.

Note: The keyboard shortcut to change the FUT match eld is Ctrl+Shift+U. FUT matching is
based on input text by default.

b. Type in your message.

While typing in your message, any matches found appear directly in a drop-down list and any matched
words show in bold.
c. Click a suggested match to select and use that option.

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 predened 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 predened Web URLs, you must set up a global URL library for Siebel Chat rst. For more information about
URL library setup, see Seing 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
buon.
2. If required, push a predened Web URL as follows:

a. On the URL buon bar, click the URL Library buon.

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

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

Sharing Information Using Smart Share

Using the Smart Share buon in the chat pane, agents can share highlighted text, service request details, and solution
details with customers.

To share information using Smart Share

• On the text buon bar of the chat pane, click the Smart Share buon to do one of the following:
◦ Copy the selected text in an aribute eld from the currently active Siebel Call Center view into the
message input area.
◦ Paste the service request number and summary of a selected Service Request into the message input
area; that is, where a single service request record is selected from either a Siebel Call Center list or form
view
◦ Paste the solution ID and description of a selected Solution into the message input area; that is, where a
single solutions record is selected from either a Siebel Call Center list or form view.

Handling Siebel Chat Sessions

This topic includes information about the following:
• Showing and Hiding the Chat Pane
• Handling Multiple Simultaneous Chat Sessions
• Transferring Chat Interactions to Others
• Handling Transferred Chat Interactions
• Releasing Chat Sessions
• Closing Chat Sessions
• Guidelines for Handling Unsuccessful Chat Interactions
• Process of Conguring Siebel Chat Feedback

Showing and Hiding the Chat Pane

Use the following procedure to show (open) and hide (close) the chat pane. Closing the chat pane does not destroy any
active chat sessions.

To show and hide the chat pane

• Click Chat on the global toolbar of Siebel Call Center to open (show) and close (hide) the chat pane, as required.

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Note: To close the chat pane, agents can also click the Close (or X) buon in the corner of the chat
pane. For more information, see Closing Chat Sessions.

Handling Multiple Simultaneous Chat Sessions

Agents can handle multiple chat sessions simultaneously.

Where multiple chat sessions are ongoing, agents can move between each chat session without losing context. If
multiple chat sessions are open, they are represented by tabs in the chat pane where:

• Each chat tab shows the rst name of the customer.

• A number appears after the customer name (for example, John: 3) representing the number of messages sent
by the customer since the chat was last viewed by the agent.
• If you hover the mouse over the tab, the last message received is shown without making the agent switch to the
chat.
If multiple chat sessions are ongoing, you can switch between chat sessions using either the chat tabs or the
communications toolbar; however, the behavior in each case is dierent as described in the following procedures:

• Switching Between Chat Sessions Using Chat Tabs

• Switching Between Chat Sessions Using the Communications Toolbar

Note: It is recommended that you use chat tabs to switch between chat sessions and avoid using the
communications toolbar, which is less ecient and prone to error.

Switching Between Chat Sessions Using Chat Tabs

By default, all open chat sessions are automatically put on hold except for the chat session that is currently active. When
an agent moves away from the currently active chat session by clicking another chat tab, the previously active chat is
automatically placed on hold and the previously suspended chat is resumed.

Where all chat sessions are on hold and an agent manually accepts a new incoming chat, then that new chat becomes
the active chat session and all other chat sessions remain on hold.

To switch between chat sessions using chat tabs

1. In the chat pane, click the chat tab belonging to the chat session that you want to move to.
2. Resume work on the active chat session as described in, for example, Responding to an Incoming Chat and
Reviewing Inbound Siebel Chat Activities.

Switching Between Chat Sessions Using the Communications Toolbar

Agents can manually switch between chat sessions using the drop-down list of currently open chats, the Hold Work
Item buon, and the Resume Work Item buon on the communications toolbar. If you put a chat session on hold using
the communications toolbar, then you must use the communications toolbar to resume another chat session as well.
Switching between chat sessions using the communications toolbar is a two-step process described in the following
procedure.

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To switch between chat sessions using the communications toolbar

1. Put the active chat session on hold by selecting it from the drop-down list of currently open chats, then click the
Hold Work Item buon.
At this point, all chat sessions are on hold because no chat has been resumed yet. In addition, all chat tabs are
disabled and remain disabled until you resume another chat session using the communications toolbar.
2. Resume a dierent chat session by selecting it from the drop-down list of currently open chats, then click the
Resume Work Item buon.

Transferring Chat Interactions to Others

It is possible for an agent to transfer or reassign a chat, which the agent has already accepted, to another workgroup or
agent. Transferred chats are processed exactly the same way as other incoming chats.

When a chat is transferred, the chat transferred activity created by the transferring agent is updated to associate the
receiving agent with the activity, and the chat transcript is aached to the activity. While a chat is being transferred, the
customer is not able to submit any messages to the agent until the (new) receiving agent accepts the transferred chat.

Transferring a Chat to a Workgroup

To transfer a chat to a workgroup, complete the steps in the following procedure.

To transfer a chat to a workgroup

1. Select the chat that you want to transfer:
In the chat pane, click the tab of the chat interaction that you want to transfer.
2. Click the Bind Transfer Work Item buon on the communications toolbar of Siebel Call Center.
3. Select a workgroup on the Bind Transfer Work Itemlist that opens, then click OK.
The chat is transferred to the selected workgroup. The chat transcript includes all previous conversations and
interactions that the previous agent had with the customer.
The Bind Transfer Work Item list shows only the available chat workgroups. It does not show any available voice
(or CTI) workgroups.

Note: Any messages that the customer sends while the agent is transferring a chat are lost; that is, they are
not captured in the chat window or transcript.

Transferring a Chat to Another Agent

To transfer a chat to another agent, complete the steps in the following procedure.

To transfer a chat to another agent

1. Select the chat that you want to transfer:
In the chat pane, click the tab of the chat interaction that you want to transfer.
2. Click the Transfer to Agent buon on the communications toolbar of Siebel Call Center.
3. Select an agent that has a status of Available on the Transfer to Agent list that opens, then click OK.

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The chat is transferred to the selected agent. The chat transcript includes all previous conversations and
interactions that the previous agent had with the customer.

You cannot transfer a chat to an agent that has a status of Busy, On Break, or Logged Out.

Note: Any messages that the customer sends while the agent is transferring a chat are lost; that is, they are
not captured in the chat window or transcript.

Handling Transferred Chat Interactions

Agents handle transferred chats more or less the same way as other incoming chats. When a chat is transferred, the
only way to distinguish it from a new incoming chat is by the presence of a chat transcript (that is, by the presence of
the chat exchanges that took place between the previous agent and the customer) in the transcript area of the chat
pane. To handle a transferred chat, complete the steps in the following procedure.

To handle a transferred chat

1. Upon receipt of a transferred chat interaction, see Transferring Chat Interactions to Others, the receiving agent
can do one of the following as required:

◦ Click the ashing chat tab to open the chat session (when chat auto answer is enabled).
◦ Click the Accept Work Item buon on the communications toolbar to open the chat session (when chat
auto answer is disabled).
2. Review the chat transcript (if there is one) in the transcript area of the chat pane.

For more information about how agents review chat activities and transcripts, including inbound chat activities
associated with service requests and contacts, see Reviewing Inbound Siebel Chat Activities.
3. Respond to the transferred chat, see Responding to an Incoming Chat.

Releasing Chat Sessions

Releasing a chat session means that you are ending the chat session. Agents use the communications toolbar of Siebel
Call Center to release a chat. Customers click the Terminate (or similar) buon in their browser window to release a chat.

When an agent or customer releases a chat session, a follow-up email is sent to the customer with a transcript of
the chat session aached provided the system preference Chat: Auto Email Mode is set, and that outbound email
communications and an email prole are set up in Siebel Call Center. In the case where a chat is transferred several
times, the follow-up email is sent only upon nal release of the chat session.

• For information about email prole setup in Siebel Call Center, see Siebel Email Administration Guide .
• For information about outbound email communications setup in Siebel Call Center, see Seing Up Outbound
Email Communications in Siebel Call Center.

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Closing Chat Sessions

Typically, when an agent or customer releases a chat session, all action buons within the chat pane are disabled but
agents can still read a transcript of the chat interaction in the chat transcript area. To close the chat session, agents must
do one of the following:
• Where only one chat session is open, agents must exit the communications panel (by clicking the X buon in
the corner of the communications panel) to close the chat session.
• Where multiple chat sessions are open and the current chat session is released, agents must switch to another
chat tab to automatically close the current chat session.
• Where multiple chat sessions are open and a chat session in the background is released, then the released chat
session is automatically closed.
After a chat session is closed, the chat transcript is aached to the activity and also to the email that is sent to the
customer at the end of the chat session. For more information about transcript aachments, see Conguring the
Appearance of Transcript Aachments.

Guidelines for Handling Unsuccessful Chat Interactions

If an agent cannot nd a satisfactory solution for an inbound chat request, then the agent can do one or more of the
following:
• Search for and review other shared solutions to see if one might be useful.
• Create a new predened message response capturing the information, see Seing Up Frequently Used Text in
Siebel Call Center for Siebel Chat.
• Create a new solution and add it to the URL library, see Seing Up a Global URL Library in Siebel Call Center for
Siebel Chat.
• Associate the (new) solution with the appropriate activity, contact, or service request. Agents can associate
solutions with:
◦ Inbound chat activities by navigating to the Activities - Activities List view.
◦ Service requests by navigating to the Service screen, then the Service Requests List view.
◦ Contact records by navigating to the Contacts screen, then the Contacts List view.
For more information about inbound chat activities, see Reviewing Inbound Siebel Chat Activities.
• Reassign the chat interaction to another workgroup, see Transferring Chat Interactions to Others.

About the Chat Dashboard

The chat dashboard in the chat pane of the communications panel displays details about the problem that the customer
is having based on information passed by the customer on the chat request form, including the following:
• Area. The area where assistance is needed.
• Subarea. The subarea within the area where assistance is needed.

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• Product. The Product ID of the area or subarea where assistance is needed.

• Summary. A summary of the problem, if provided.
• KB Visited. A list of knowledge base articles that the customer has viewed prior to requesting a chat with an
agent. The agent can choose an item from the list and navigate to its detail page.
• Action. The Action drop-down menu contains a number of quick actions that the agent can perform, including
the following:

◦ Creating a Service Request Manually

◦ Viewing Service Requests, Activities, and Contacts Using the Chat Dashboard
◦ Refreshing Siebel Chat Dashboard Fields

Related Topics
About the Customer Dashboard

About Customizing Siebel Chat

Customizing Siebel Chat

About the Customer Dashboard

The customer dashboard in Siebel Call Center automatically shows customer contact information (Customer Name,
Phone Number, and Email Address), if provided on the chat request form.

The purpose of the customer dashboard is to alert the agent if the customer requesting a chat provides prole
information which does not match the contact record. For example, if the phone number or email address provided by
a known customer does not match the contact record on le, then an exclamation mark appears next to these elds
indicating to the agent that this information is new. For more information about conguring the customer dashboard,
see Conguring Siebel Business Applications .

Creating a Service Request Manually

To manually create a service request using the chat dashboard in the chat pane, complete the steps in the following
procedure.

Note: An activity can be linked to only one service request at any given time.

To manually create a service request

1. Click the Action drop-down menu in the chat dashboard.
2. Select Create Service Request to manually create a new service request for an incoming chat.

If this is the rst service request that is created for the chat, then the inbound chat activity is associated with it.
If this is not the rst service request, then this subsequent service request is regarded as standalone - which
means that the inbound chat activity is not associated (or linked) to this service request.

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Note: Once a new service request is created, the agent can associate it with the current chat activity
record by navigating to Tools, then Communications in Siebel Call Center, and clicking the Associate
buon.

By default, the Create Service Request action is contextually smart. It prepopulates the new service request
form with data displayed in the customer dashboard and chat dashboard.

Viewing Service Requests, Activities, and Contacts Using the Chat

Dashboard
To view service requests, activities, and contacts using the chat dashboard in the chat pane, complete the steps in the
following procedure.

To view service requests, activities, and contacts using the chat dashboard
1. Click the Action drop-down menu in the chat dashboard.
2. Select one of the following, as required:

a. Select View Service Requests to view the service requests linked to the current chat, or the service
request detail screen for the contact.
b. Select View Activities to view the activities linked to the contact.
c. Select View Contact to view the contact details for the contact. This option applies to existing contacts
only, not to anonymous chat users.

Showing and Hiding the Chat Dashboard

Use the following procedure to hide the chat dashboard in the chat pane.

To hide the chat dashboard

• Click the Hide Dashboard buon located in the header bar of the chat pane.

After you have minimized the chat dashboard, use the following procedure to show the chat dashboard again.

To show the chat dashboard

• Click the Show Dashboard buon located in the header bar of the chat pane.

Changing Agent Status

When an agent logs into Siebel Chat from the Siebel Call Center application, the agent’s status is automatically set to
State: ready as indicated by the status buon on the communications toolbar. If agents want to change their status from

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State: ready (available) to State: not ready (unavailable), then they must click the status buon on the communications
toolbar.

To change agent status

1. Log in to your Siebel Call Center application.
2. Click the Log in buon on the communications toolbar to log in to Siebel Chat.

Notice that your status, as indicated by the status buon on the communication toolbar, is set to State: ready by
default.
3. Click the status buon on the toolbar to change your status from State: ready to State: not ready (and
conversely).

Agent and Siebel Chat Interaction States

The following table lists the dierent chat interaction states that exist for Siebel Chat, which have a visible eect for the
agent. Some of these states are automatically forced by Siebel Chat and others are manually triggered by the agent.

Interaction State Description and Siebel Call Center Behavior Automatic or Manual?

Active The chat session is currently active, whereby the agent is Automatic.
actively chaing with the customer.

• The corresponding chat tab in the chat pane is in the

foreground.
• The communications toolbar shows this chat as the active
chat interaction in the drop-down list of currently open
chats.
• The Chat Activity has a status of In Progress.

On Hold The chat is on hold. Manual. Agents can place the

currently active chat session
• The corresponding chat tab in the chat pane is in the on hold by clicking another
background. chat tab, or they can use the
communications toolbar to
• The Chat Activity still has a status of In Progress. switch between chats. For more
information, see Handling
Multiple Simultaneous Chat
Sessions.

Transferred The chat has been transferred. Manual. Agents must click the
Get Transfer List buon on the
• When the chat is accepted by another agent, the communications toolbar to
interaction state changes to In Progress. transfer a chat interaction that
they are currently working on to
• The transferring agent's chat tab is removed once the another workgroup. For more
agent moves onto another chat, or closes the chat pane. information, see Transferring
Chat Interactions to Others.
• The Chat Activity has a status of Transferred.
• When the transferred chat is accepted by the receiving
agent, a new activity is created with a status of In Progress.

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Interaction State Description and Siebel Call Center Behavior Automatic or Manual?

Terminated The chat session is terminated. Manual. Agents can manually

release a chat session by clicking
• The chat tab in the chat pane is removed manually, if the the Release Work Item buon on
agent moves on to another chat tab or closes the chat the communications toolbar.
pane.
Customers can also manually
• The Chat Activity has a status of Done. release a chat session by clicking
the Terminate buon in their
browser window. For more
information about releasing
a chat, see Releasing Chat
Sessions.

Idle There has been no activity within a chat session from either the Automatic.
agent or the customer for over two minutes.

Note: Currently, you cannot congure this two-minute

time limit.

Aborted Either the agent or customer ends the chat session by means Automatic.
other than clicking the Release Work Item or Terminate
buons (for example, a browser is killed or a network mains is
unplugged).

The following table lists the dierent agent states that exist for Siebel Chat agents. Some of these states are
automatically forced by Siebel Chat and others are manually triggered by the agent.

Agent State Description Automatic or Manual?

Chaing The agent is engaged, or actively chaing, in at least one chat Automatic.
session.

Working The agent is available to handle chat requests. Manual. Agents must click
the Status buon on the
communications toolbar to set
their status to available (State:
Ready). For more information
about agent status, see Changing
Agent Status.

On Break The agent is currently unavailable to handle chat requests. Manual. Agents must click
the Status buon on the
communications toolbar to set
their status to unavailable (State:
Not Ready). For more information
about agent status, see Changing
Agent Status.

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Seing Up Logging and Tracing for Siebel Chat

Components
Logging and tracing can be set up for the following Siebel Chat components:

• Communications Management component group

For more information, see Logging for the Communications Management Component Group.

Note: The Communications Management component group includes the following server
components: Communications Session Manager, Communications Conguration Manager,
Communications Inbound Receiver, Communications Inbound Processor, Communications Outbound
Manager, Page Manager, and Email Manager. For more information about the Communications
Management component group, see Siebel CTI Administration Guide .

• Siebel Server

For more information, see Seing Siebel Server Logging Parameters.

• Siebel Call Center

For more information, see Siebel Chat Logging.

Logging for the Communications Management Component Group

Logging for the Communications Management component group is carried out using the following mechanisms:

• Communications Session Logging. Logs information and errors related to the processing of chat interactions in
the Communications Management component group.

Communications session logging can be turned on by seing the LogFile and LogDebug parameters in the
Communication Session Manager server component.

All Chat UI Business Service messages (for example, in relation to Siebel Chat commands and events) are
logged to this le.
• Driver Logging. Logs any third-party chat driver-specic information and errors.

Driver logging can be turned on during driver conguration, using the Driver:LogFile parameter at the Prole
Parameter Override level. For more information about driver conguration, see Conguring Communications in
Siebel Call Center for Siebel Chat.
For more information about session communications and communications drivers, see Siebel CTI Administration Guide
.

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Seing Siebel Server Logging Parameters

Set Siebel Server logging parameters as described in the following procedure.

To set Siebel Server logging parameters

1. Navigate to the Administration - Server Conguration screen, then the Servers view.
2. Select your Siebel Server, and then its Call Center Object Manager component.
3. Set the following parameters to the value specied:

Parameter Value

Log Debug Message Set to True.

Log File Set to the name of your log le.

Log Level Set to a value between 1 and 5, where 1 represents the least logging and 5 the most
logging (debug).

Siebel Chat Logging

In Siebel Call Center, chat logging is carried out using the standard application logging mechanisms:
• CCF Logging. Logs information and errors related to the processing of chat interactions in the Siebel Call Center
application components.
• SARM Logging. Logs performance proling messages from the chat application components.
The standard client-side logging capabilities of Siebel Call Center are also used for customer Siebel Chat logging,
whereby logging is set up and controlled from the customer’s workstation using the environment variables described in
the following table.

Environment Variable Description

SEBLCL_TRACEMODE Controls the log mode/device choice. Set this variable to 2 to log to le.

SEBLCL_TRACEUNICODE Enables tracing in Unicode mode. This variable is useful for tracing international language data, and is
disabled by default.

SEBLCL_LOGDIR Species the location on client disk where the log le is created.

SEBLCL_LOGFILESIZE Species the maximum size of the log le.

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Environment Variable Description

SEBLCL_LOGARCHIVECOUNT Species the maximum number of logs archived le count.

About Web Notications

Siebel supports Web notications for incoming calls and chats. The Siebel Web notications feature is based on the
standard Web Notications API. Siebel integrates the Web Notications API (hp://www.w3.org/TR/notications/) with
Siebel CTI and Siebel Chat so that when any of the following happens, an alert or pop-up window appears notifying
agents about incoming calls and chats so that customer calls or chats will not be missed:

• Agents navigate away from the main application browser window.

• The application browser window is minimized or hidden behind another application window.
Clicking inside the Web notication pop-up window brings the application browser window to the front. There is a
Bring Siebel to Front user preference which you can set to one of the following options, to control when to display Web
notications for incoming calls and chats:

• On All Incoming Work Items

• On Matching Events
• O
For more information about the Bring to Front user preference, see Siebel CTI Administration Guide and Doc ID
216960.1 on My Oracle Support.

Note: This topic is valid for Google Chrome and Mozilla Firefox browsers since they both provide native
support for the Web Notications API. Microsoft IE browsers, however, do not support the Web Notications
API out-of-the-box. The Desktop Integration Siebel Agent (DISA) is provided to support Web notications
functionality in IE browsers. For more information about DISA, see Desktop Integration Siebel Agent Guide.

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5 Customizing Siebel Chat

Customizing Siebel Chat

This chapter describes how to customize Siebel Chat, how to congure keyboard shortcuts for chat, and how to
congure chat feedback. It contains the following topics:
• About Customizing Siebel Chat
• Siebel Call Center and Siebel Chat-Related Applets
• Conguring the Appearance of Transcript Aachments
• Conguring the Behavior of the Push URL Functionality
• Customizing the Siebel Chat User Interface
• Process of Conguring Siebel Chat Feedback

Note: The functionality described in this chapter applies only if you are using the default workow to handle
incoming chat requests. For more information about the default workow for Siebel Chat, see Chat Standard
Accept Process Workow.

About Customizing Siebel Chat

Administrators can congure the appearance of the Siebel Chat interface (or chat pane), the appearance of transcript
aachments, and the behavior of the push URL functionality. However, some Siebel Call Center and Siebel Chat-related
applets that are congured in Siebel Tools must not be changed.

For more information about the Siebel Chat interface, which is part of the communications panel, see Siebel Chat
Interface. For more information about the communications panel, see Siebel Fundamentals for Siebel Open UI and
Siebel CTI Administration Guide.

For more information about customizing Siebel Chat, see the following:
• Siebel Call Center and Siebel Chat-Related Applets
• Conguring the Appearance of Transcript Aachments
• Conguring the Behavior of the Push URL Functionality
• Customizing the Siebel Chat User Interface

Siebel Call Center and Siebel Chat-Related Applets

Some Siebel Call Center and Siebel Chat-related applets are congured in Siebel Tools. The names of these applets,
which are listed in the following table, must not be changed because they might not function correctly.

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Applet Name Description Business Component

Chat UI KB Visited Pick Applet Shows a list of the knowledge base items visited Chat UI KB Visited
(by a customer requesting a chat) to the agent.

Chat UI URL Library Pick Applet Shows a list of the available URLs to push to a Chat UI URL Library
customer during a chat.

Chat Web Projects Pick List Applet Shows a list of third-party chat projects to Chat Web Projects Pick List
which a chat interaction can be routed. Applet

Conguring the Appearance of Transcript Aachments

When a chat session is released, a transcript of the chat session is aached to the activity and also to the email that is
sent to the customer at the end of the chat session. Chat transcripts are stored in XML format, but before a transcript is
sent as an aachment, it is transformed in to HTML using the chat.xsl le. This le is located in the following directory:

SIEBSRVR_ROOT\webtempl

Administrators can congure the appearance of transcript aachments by modifying the chat.xsl le. This le
contains parameters that can be modied to get the required look and feel for transcript aachments. To congure the
appearance of transcript aachments, complete the steps in the following procedure.

To congure the appearance of transcript aachments

1. Open the chat.xsl le.
2. Modify the parameters, as required.
3. Save the chat.xsl le to the following location on Siebel Server for the changes to take eect.

SIEBSRVR_ROOT\webtempl

Conguring the Behavior of the Push URL Functionality

You can congure the behavior of the push URL functionality for Siebel Chat, whereby pushed content can appear to the
user in either one of the following ways:

• In a frame alongside the customer chat UI in the same browser.

This is the default setup for Siebel Chat.

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CAUTION: Some Web sites (for example, hotmail.com) with heavy scripting and other background
processes might prompt the user with something similar to the following:You are about to leave
the application. Clicking OK will take you away from the chat application, and terminate the chat
interaction.

• In a completely new browser window.

If you want your pushed content to display in a completely new browser window, then you must modify the
web.xml conguration le, as described in the following procedure.
If this option is congured, the rst URL pushed opens in a new browser window, and subsequent URLs pushed
refresh the original browser window.
To congure the behavior of the push URL functionality for Siebel Chat, complete the steps in the following procedure.

To congure the behavior of the push URL functionality

1. Open the web.xml conguration le.
2. Modify the following option in web.xml:
context-param>
param-name>SiebelChatPushedURLAsPopup/param-name>
param-value>off/param-value>
/context-param>

a. Set this option to on if you want pushed content to display in a new browser window.
b. Set this option to o if you want pushed content to display in a frame alongside the customer chat UI.
3. Save the web.xml le.

Note: It is not necessary to shut down and restart the servers for this change to take eect, nor for the cache
to be cleaned.

Customizing the Siebel Chat User Interface

Administrators can congure the appearance of the Siebel Chat interface, the behavior of buons and functionality on
the chat interface, and keyboard shortcuts for chat functionality. For more information, see the following topics:
• Conguring Siebel Chat Dashboard Fields
• Formaing Siebel Chat Dashboard Fields
• Conguring Siebel Chat Pane Drop-Down Controls
• Refreshing Siebel Chat Dashboard Fields
• Removing the URL Area from the Chat Pane
• Conguring the Buon Sequence for the Buon Bar
• Conguring Siebel Chat Quick Actions
• Conguring the Display Name for Siebel Chat Sessions
• Conguring Keyboard Shortcuts for Buons on the Siebel Chat UI

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• Process of Conguring Siebel Chat Feedback

When you remove elements from the chat dashboard, you increase the chat transcript and message input areas of the
chat pane as a result. Before starting to customize the Siebel Chat interface, it is recommended that you review the
following topics:
• About Customizing Siebel Chat
• Conguring the Appearance of Transcript Aachments
• Methods for Customizing Siebel Chat Process Flow and Interface Functionality

Conguring Siebel Chat Dashboard Fields

You can congure the following elds for the chat dashboard: Area, Subarea, Product, Summary (or Problem). To add,
remove, or modify chat dashboard elds, you must congure the DashboardFields control user property under the Chat
Tab Applet in Siebel Tools. Because of the limited size of the chat pane, it is recommended that you congure up to
a maximum of ve or six elds for the chat dashboard. Use the following procedure to congure the chat dashboard
elds.

To congure Siebel Chat dashboard elds

1. Start Siebel Tools.
2. In the Object Explorer, go to Project, nd Chat UI, and then lock Chat UI.
3. In the Object Explorer, go to Applet, and then nd Chat Tab Applet.
4. Drill down on Control, and then select DashboardFields.
5. Drill down on Control User Prop.
6. Congure, for example, the following chat dashboard elds as required:
◦ Area
◦ Subarea
◦ Product
◦ Summary (or Problem)
◦ MaxRowNum
MaxRowNum represents the number of rows to show on the chat dashboard. By default, the value in
MaxRowNum is 6. However, if MaxRowNum is set 5, then only ve rows appear on the chat dashboard.
7. To modify the name of a eld as it is displayed on the chat dashboard, edit the Value eld.
8. To remove a eld from the chat dashboard, click the Inactive eld next to the Value eld.
9. Publish the repository updates.
10. Restart the Siebel Server.

Formaing Siebel Chat Dashboard Fields

For each chat dashboard eld congured, you can dene where it appears on the chat dashboard (the row and column)
and the width of the eld. Use the following procedure to format chat dashboard elds.

To format Siebel Chat dashboard elds

1. Start Siebel Tools.
2. In the Object Explorer, go to Project, nd Chat UI, and then lock Chat UI.

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3. In the Object Explorer, go to Applet, and then nd Chat Tab Applet.
4. Drill down on Control, and then select DashboardFields.
5. Drill down on Control User Prop.
6. Congure, for example, the following elds as required:
◦ Column. The column where the eld appears. The value can be either 1 or 2 because each row on the chat
dashboard can be divided into a maximum of two columns.
◦ Length. The width of the eld, which can be either half or full. The length value is case sensitive. A value
of full indicates that the eld width is the entire length of the row; half indicates that the eld width is only
half the length of the row. Any other value is treated as a full value.
◦ Row. The row where the eld is located. The value can be from 1 to MaxRowNum. MaxRowNum
is congured for the DashboardFields control user property. Any value less than 1 or larger than
MaxRowNum is ignored.
◦ Value. Indicates the data source to which the eld belongs. The value can be interaction data or a
business component eld. The format of the value is as follows: {BC Name:eldName} or {CCA-
Data:eldName}.
For example, the user properties for the Area and Product elds are shown in the following table.

User Property Name Values for the Area Field Values for the Product Field

Column 1 1

Length half half

Row 1 2

Value CCA_Data:Area ServiceRequest:Product

7. Publish the repository updates.

8. Restart the Siebel Server.

Conguring Siebel Chat Pane Drop-Down Controls

You can congure the controls for the following drop-down elements on the chat pane:
• KB Visited eld control and buon
• Action eld control and buon
Use the following procedure to congure the controls for the KB Visited and Action on the chat pane.

To congure Siebel Chat pane drop-down controls

1. Start Siebel Tools.
2. In the Object Explorer, select Applet, and then Chat Tab Applet.
3. In the Object Explorer, select Applet User Prop, then the appropriate control.
4. To congure the KB Visited control, do one of the following:

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◦
Deselect the Visible property for KB to make the whole eld control invisible on the chat dashboard.
Select the Visible property for KB to make the whole eld control visible.
◦ Set the Visible property for the KBBuon control to False to make only the KB Visited buon invisible on
the chat dashboard. Set it to True to make only the KB Visited buon visible on the chat dashboard.
5. To congure the QuickActionList control:
◦
Set the Visible property for QuickActionList to False to make the whole eld control invisible on the chat
dashboard. Set it to True to make the whole eld control visible.
◦ Set the Visible property for the Go control to False to make only the Action buon invisible on the chat
dashboard. Set it to True to make only the Action buon visible.
6. Publish the repository updates.
7. Restart the Siebel Server.

Refreshing Siebel Chat Dashboard Fields

By default you can manually refresh Siebel Chat dashboard elds. However, you can also set up chat dashboard elds to
dynamically refresh.

Refreshing Siebel Chat Dashboard Fields Manually

After changing elds, such as, Account and Contact on the Chat Service Request detail view, you can manually refresh
the chat dashboard elds during a chat session to show the latest changes.

To manually refresh the Siebel Chat dashboard elds

1. Click the Action menu in the chat dashboard.
2. Select Refresh Chat Dashboard Fields, and then click Go.

Conguring Dynamic Refresh for Siebel Chat Dashboard Fields

If you want the elds on the chat dashboard to update straight away after an agent changes the business component
values, then you must congure a new action set and run-time event respectively. Use the following procedure to
congure dynamic refresh for Siebel Chat dashboard elds so that after an agent updates, for example, the service
request record, the chat dashboard elds are updated automatically as well.

To congure dynamic refresh for Siebel Chat dashboard elds

1. Log in to your Siebel Call Center application.
2. Create the action set to update the chat dashboard as follows:
a. Navigate to Administration - Runtime Events, Actions Sets view, select the Personalization Action Set list
applet, and then add a record with the values shown in the following table.

Field Value

Name Update Chat Dashboard

Active Selected

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Field Value

Enable Export Selected

Description Update the BC eld values on the chat dashboard.

b. Navigate to Administration - Runtime Events, Actions Sets view, select the Personalization Action list
applet, and then add a record with the values shown in the following table.

Field Value

Name Update Chat Dashboard

Action Type BusService

Sequence 1

Active Selected

Note: This eld indicates whether the action is active or not.

Business Service Name Chat UI Business Service

Business Service Method RefreshChatPaneDashboard

3. Create the event alias, and then the event as follows:

a. Navigate to Administration - Runtime Events, Event Aliases view, and then add a record with the values
shown in the following table.

Field Value

Name Service Request - Update

Object Type BusComp

Object Name Service Request

Event WriteRecordUpdate

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Field Value

b. Navigate to Administration - Runtime Events, Events view, and then add a new event with the values
shown in the following table.

Field Value

Name Service Request - Update

After you select the event name from the drop-down list, the Object Type,
Object Name, and Event elds are lled in automatically.

Object Type BusComp

Object Name Service Request

Event WriteRecordUpdated

Sequence Enter a sequence number (for example, 2) that does not conict with the
current event.

Action Set Name Update Chat Dashboard.

4. Restart the Siebel Server for the run-time event to take eect.

Whenever an agent updates a service request, an action is triggered to update all the BC elds (not only the
service request elds) on the chat dashboard.

You can congure more events, as required, using other business components whose elds display on the
chat dashboard to trigger the update dashboard action. For example, you can congure an event triggered by
updating a contact. In this case, all BC elds on the chat dashboard are updated when the agent updates the
contact.

Removing the URL Area from the Chat Pane

You can remove the URL area from the chat pane by modifying the Siebel CRM cascading style sheet. When you remove
the URL area from the chat pane, the chat transcript area by default expands. Complete the steps in the following
procedure to remove the push URL area from the chat pane. The image in Siebel Chat Interface shows the dierent
areas of the chat interface: chat dashboard, transcript area, message input area, and URL area. For more information
about cascading style sheets, see Siebel Developer's Reference .

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To remove the URL area from the chat pane

1. Open the Siebel CRM cascading style sheet le.
2. Modify the chatAxLayout parameter, as follows:
a. Remove the old BuonBarHeight property.
b. Add the following two new properties:
- TextBuonBarHeight. This value is the height of the text buon bar, which contains the following
buons: Send, Frequently Used Text, and Smart Share.
- URLBuonBarHeight. This value is the height of the URL buon bar, which contains the following
buons: Push URL and URL Library.
In the following code example, URLBuonBarHeight is set to 24, and UrlInputHeight is set to 24, which
means that the URL area appears in the chat pane:
.chatAxLayout
{
MinAxHeight:400;
MinAxWidth:300;
TitleBarHeight:24;
TabBarHeight:22;
TextButtonBarHeight: 24;
TextInputHeight:75;
URLButtonBarHeight: 24;
UrlInputHeight: 24;
}

c. To remove the URL area from the chat pane, set the URLBuonBarHeight and UrlInputHeight properties
to zero, as shown in the following code example:
.chatAxLayout
{
MinAxHeight:400;
MinAxWidth:300;
TitleBarHeight:24;
TabBarHeight:22;
TextButtonBarHeight: 24;
TextInputHeight:75;
URLButtonBarHeight: 0;
UrlInputHeight: 0;
}

3. Save the Siebel CRM cascading style sheet le to the Siebel Application Interface for the changes to take eect.

Conguring the Buon Sequence for the Buon Bar

You can congure the order in which buons appear on the text and URL buon bars, by conguring the Sequence
property for the appropriate buon control user property in Siebel Tools. The Sequence property accepts any number
greater than zero. The decimal part of a number (if there is one) is ignored. To insert a space between two adjacent
buons, skip a sequence number. After the sequence is congured for the buons on the text and URL buon bars, the
buons appear on the chat pane in ascending order moving from the outside border of the chat pane to the inside.

To congure the buon sequence for the buon bar

1. Start Siebel Tools.

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2. In the Object Explorer, select Applet, then the Chat Tab Applet.
3. In the Object Explorer, select Control.
4. Congure the Sequence property for the buons on the URL buon bar as follows:

Select the PushUrl or UrlLib control user property as required and congure Sequence as shown in the
following table.

Name Caption Parent Sequence

PushUrl Push URL Url 1

UrlLib URL Library Url 3

where:

◦ Name is the name of the control user property being congured.

◦ Caption value is the name that appears when you hover over the buon in the chat pane.
◦ Parent value indicates the buon bar (in this case, the URL buon bar) to which the buon belongs.
◦ Sequence value represents the location where the buon appears on the buon bar.
5. Congure the Sequence property for the buons on the Text buon bar as follows:

Select the Send, FUT, or SmartShare control user property as required, and congure Sequence as shown in the
following table.

Name Caption Parent Sequence

Send Send Text 1

FUT Frequently Used Text Text 4

SmartShare Smart Share Text 5

ChangeLanguage Change Language Text 6

where:

◦ Name is the name of the control user property being congured.

◦ Caption value is the name that appears when you hover over the buon in the chat pane.
◦ Parent value indicates the buon bar (in this case, the Text buon bar) to which the buon belongs.
◦ Sequence value represents the location where the buon appears on the buon bar.
6. Publish the repository updates.

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7. Restart the Siebel Server.

Conguring Siebel Chat Quick Actions

Agents by default can perform a number of quick actions using the Action menu on the chat dashboard. For more
information about these quick actions, see About the Chat Dashboard. To congure a new Siebel Chat quick action,
perform the following tasks:
• Conguring a Quick Action for the Chat Dashboard in Siebel Tools
• Adding a Quick Action to the QuickActionList Control in Siebel Tools

Conguring a Quick Action for the Chat Dashboard in Siebel Tools

Use the following procedure to congure a new quick action for the chat dashboard in Siebel Tools.

To congure a new quick action for the chat dashboard

1. Start Siebel Tools.
2. In the Object Explorer, select Applet, and then Chat Tab Applet.
3. In the Object Explorer, select Applet User Prop.
4. Add a new control property with the following information:
◦ Name. The name of the action. For example: ViewContactSR.
◦
Caption. The name of the action as it appears in the Action menu on the chat dashboard. For example:
View Contact for Current Chat Service Request.
5. Congure the control user properties for ViewContactSR, for example, as shown in the following table.
In this example, the ViewContactSR control calls the Workow Process ManagerSaRunProcess with the input
parameters {ProcessName, ContactId}.

User Property Name Description Example Value

Business Service Name The business service that this action calls. If the action is Workow Process
a workow, then the value in this eld is Workow Process Manager
Manager. If the action is not a workow, then the value can be
any service.

Business Service Method The business service method that this action calls. If the action RunProcess
is a workow, then the value in this eld is RunProcess. If the
action is not a workow, then the value can be any service.

Process Name If the action is to call a workow, then the value in this eld is View Contact of Current
the workow name. You can ignore this property if the action Chat
does not call a workow.

[Parameters] To pass parameters into the service method or workow, you ServiceRequest:ContactId
must dene the name-value pairs here. Name is the input
For example, ContactId. argument name. For value, two formats are supported:

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User Property Name Description Example Value

◦ A literal value, consisting of a string in double quotation

marks
◦ One of the following:

- {BC Name:fieldName}
- {CCA-Data:fieldName}

6. Publish the repository updates.

7. Restart the Siebel Server.

Adding a Quick Action to the QuickActionList Control in Siebel Tools

Use the following procedure to add a quick action to the QuickActionList control in Siebel Tools.

To add a quick action to the QuickActionList control in Siebel Tools

1. Start Siebel Tools.
2. In the Object Explorer, select Applet, and then Chat Tab Applet.
3. In the Object Explorer, select Applet User Prop, then the QuickActionList control.
4. Congure the user properties for the QuickActionList control, for example, as shown in the following table.

User Property Name Description Example Value

Name ActionItemX, where X represents the order in which the action ActionItem5
appears in the Action menu on the chat dashboard. ActionItem2
indicates that the action appears as the second item on the list.

Value The control name of the action that you are adding to the quick ViewContactSR
action list.

5. Publish the repository updates.

6. Restart the Siebel Server.

Conguring the Display Name for Siebel Chat Sessions

You can congure and customize the display name for chat sessions. The following procedure shows how to congure
the display name for chat sessions.

Note: Siebel Chat by default provides a run-time event and the Chat Display Name Update Process workow
for conguring the display name for Siebel Chat sessions. You can modify both the run-time event and the
workow as required.

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To congure the display name for Siebel Chat sessions

1. Verify that the Accept Chat Workow name in the ChatAcceptedLog is congured in your Siebel Business
application as follows:

a. Navigate to Administration - Communications, then the All Event Logs view.

b. Query for ChatAcceptedLog, locate ServiceParam.ProcessName, then verify the workow name, and
make sure that it has included the workow step to update the display name for Siebel Chat sessions.

c. Query for ChatTransferAcceptedLog, locate ServiceParam.ProcessName, then verify the workow name,
and make sure that it has included the workow step to update the display name for Siebel Chat sessions.

Note: Siebel Chat provides a default sample workow to handle incoming chat requests called
Chat Standard Accept Process.

2. Verify that the run-time events for updating the chat display name have been added to your Siebel application
and congured appropriately as follows:

a. Navigate to Administration - Runtime Events, Actions Sets view, then select the Personalization Action
Set list applet.
b. Add a record with the values shown in the following table, if a record is not already congured with these
values.

Field Value

Name Update Chat Display Name

Active Selected

Enable Export Selected

Description Update Chat Display Name

c. Navigate to Administration - Runtime Events, Actions Sets view, then select the Personalization Action
list applet.
d. Add a record with the values shown in the following table, if not already congured.

Field Value

Name Update Chat Display Name

Action Type BusService

Sequence 1

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Field Value

Active Selected

Note: This eld indicates whether the action is active or not. If

this eld is not selected, then the action is ignored when the event
occurs.

Business Service Name Workow Process Manager

Business Service Method RunProcess

Business Service Context “ProcessName”, “Chat Display Name Update Process”

e. Navigate to Administration - Runtime Events, then the Events view.

f. Add a record with the values shown in the following table, if not already congured.

Field Value

Action Set Name Update Chat Display Name

Sequence 1

Object Type BusComp

Object Name Service Request

Event WriteRecordUpdated

3. Update the Chat Display Name Update Process workow in Siebel Tools as follows:

a. Start Siebel Tools.

b. Locate, verify, and open the Chat Display Name Update Process workow.

Note: Siebel Chat by default provides the Chat Display Name Update Process workow, and you
can modify it as required.

c. Congure the following methods as required in the following order:

- UpdateChatDataField. This method resets the ChatDisplayName in the Chat Data map to an empty
string.

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- Update ChatDataFieldEx. This method updates the eld in the Chat Data map with the value in a
business component eld.
- UpdateWithBCField. This method updates a eld in the Chat Data map with the value in a business
component eld.
- UpdateWithBCFieldEx. This method updates the eld in the Chat Data map with the value in a
business component eld.
- UpdateWithChatData. This method updates a eld in the Chat Data map with the value in the third-
party Chat Data eld.
- UpdateChatUIField. This method updates the chat display name in the chat pane.

For more information about each of these methods, see Methods for Customizing Siebel Chat Process
Flow and Interface Functionality.

Conguring Keyboard Shortcuts for Buons on the Siebel Chat UI

You can congure a keyboard shortcut for any buon that is available on the text buon bar or URL buon bar of the
Siebel Chat UI. After you congure the keyboard shortcut for a buon, the shortcut key is displayed automatically in the
tooltip for the buon when you hover over the buon.

To congure keyboard shortcuts for buons on the Siebel Chat interface

1. Start Siebel Tools.
2. In the Object Explorer, select Applet, and then Chat Tab Applet.
3. In the Object Explorer, select Applet User Prop, then the Buon control user property that you want to
congure.

For example, select the FUT buon control user property to congure a keyboard shortcut for the Frequently
Used Text buon.
4. Congure the HotKey user property, for example, as shown in the following table.

Name Value

HotKey <Alt+K>

The value can be a combination of CTRL, ALT, or SHIFT plus a keyboard leer or function key. For more
information about the shortcut key formats that are allowed, see the topic about creating accelerator objects in
Siebel Object Types Reference .

Make sure that your keyboard shortcut key combination does not conict with any command accelerators in
Siebel Tools or with any existing Communication Toolbar keyboard shortcuts already dened. Any command
accelerators in Siebel Tools or existing Communication Toolbar keyboard shortcuts already dened take
precedence over the keyboard shortcuts dened for the chat interface.

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Process of Conguring Siebel Chat Feedback

When agents are typing a response to an incoming chat, the following feedback message appears on the recipient’s
chat pane, provided that Siebel Chat feedback is congured:
Agent is typing . . .

Likewise when customers are typing a response to the agent, the following message appears on the agent’s chat pane,
provided Siebel Chat feedback is congured:
Customer is typing . . .

In both cases, the feedback message appears after the chat transcript area in the chat pane, and it is displayed for
approximately 5 seconds before disappearing.

To congure feedback messages to display during chat sessions between agents and customers, perform the following
tasks. This process is a step in Roadmap for Conguring Siebel Call Center for Siebel Chat.

• Conguring User Preferences for Siebel Chat Feedback

• Conguring the SendAgentTypingMsg Command
• Conguring the ChatCustomerTyping Event Response
• Conguring the ChatCustomerTyping Event Handler

Conguring User Preferences for Siebel Chat Feedback

The following system preferences must be congured in Siebel Call Center for Siebel Chat feedback:

• Chat: CustomerTypeDisplayTime. Indicates the time in seconds that the following feedback message is
displayed on the agent’s chat screen to indicate that the customer is typing a message response:

Customer is typing

After this time, provided the customer has stopped typing, the feedback message disappears.
• Chat: AgentTypeDetectInterval. Indicates the period in seconds during which to detect the agent’s typing status.
The value must be greater than zero.
• Chat: SendAgentTypeMsgCmd. Indicates the CTI command to call when sending the agent’s feedback message
to a customer. The CTI command must be a valid command used when conguring CTI (Computer Telephony
Integration).
Use the following procedure to congure the user preferences in Siebel Call Center for Siebel Chat feedback. This task is
step in Process of Conguring Siebel Chat Feedback.

To congure the user preferences for Siebel Chat feedback

1. Navigate to the Administration - Application screen, then the System Preferences view.
2. Query for *Chat* to get a list of all the chat-related system preferences that you can set up.
3. Congure the following system preferences with, for example, the values shown in the following table.

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System Preference Name Value Comment

Chat: CustomerTypeDisplayTime 5 Indicates to show the feedback

message (Customer is typing) for 5
seconds on the agent’s chat screen.

Chat: AgentTypeDetectInterval 5 Indicates to show the feedback

message (Agent is typing) for 5
seconds on the customer’s chat
screen.

Chat: SendAgentTypeMsgCmd SendAgentTypingMsg Indicates the CTI command to use to

send the agent’s feedback message
to a customer.

Conguring the SendAgentTypingMsg Command

Use the following procedure to congure the SendAgentTypingMsg command in Siebel Call Center for Siebel Chat
feedback. This task is step in Process of Conguring Siebel Chat Feedback.

To congure the SendAgentTypingMsg Command

1. Navigate to the Administration - Communications screen, then the All Congurations view.
2. Select the communications conguration record that you want to modify, then click the Commands tab.
3. Congure the SendAgentTypingMsg command as follows:

a. Drill down into the SendAgentTypingMsg command, click the Command Parameters tab, and add the
command parameters with the values shown in the following table.

Name Value

CmdData SendAgentTypingMsgCmdData

DeviceCommand SendAgentTyping

b. Click the Command Data Parameters tab, and add the command data parameter with the value shown in
the following table.

Name Value

Param.InteractionId {InteractionId}

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Name Value

For more information about conguring commands and events, see Siebel CTI Administration Guide .
4. For the changes to take eect, log out of the Siebel application, and then log in again.

Conguring the ChatCustomerTyping Event Response

Use the following procedure to congure the ChatCustomerTyping event response in Siebel Call Center for Siebel Chat
feedback. This task is step in Process of Conguring Siebel Chat Feedback.

To congure the ChatCustomerTyping event response

1. Navigate to the Administration - Communications screen, then the All Event Responses view.
2. In the Event Responses list, congure ChatCustomerTyping with the values shown in the following table.

Name Conguration Comment

ChatCustomerTyping Select your communications conguration record. For Add a relevant comment.
example: Devchat_wkow.

3. Click the Event Response Parameters tab, and congure the following records for ChatCustomerTyping with the
values shown in the following table.

Name Value

ServiceMethod Chat UI Business Service.handleCustomerTyping

ServiceParam.InteractioId {InteractionId}

Conguring the ChatCustomerTyping Event Handler

Use the following procedure to congure the ChatCustomerTyping event handler in Siebel Call Center for Siebel Chat
feedback. This task is a step in Process of Conguring Siebel Chat Feedback.

To congure the ChatCustomerTyping event handler

1. Navigate to the Administration - Communications screen, then the All Event Handlers view.
2. In the Event Handlers list, congure ChatCustomerTyping with the values shown in the following table.

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Name Conguration Event Response Device Event Order

ChatCustomerTyping Select your ChatCustomerTyping InteractionMessage 0

communications
conguration record. For
example: Devchat_wkow.

3. Click the Event Handlers Parameters tab, and congure the following records for ChatCustomerTyping with the
values shown in the following table.

Name Value

Filter.Channel Chat

Filter.MsgType TYPE_CUSTOMER_TYPING

4. Navigate to Administration - Communications screen, Congurations view, and then click the Event Handlers
tab.
5. Select the ChatCustomerTyping record, and congure it as follows:

a. In the Comments eld, modify or add a comment, for example, as follows:

Comments: Chat

b. In the Event Response eld, click the Look Up icon, and associate the ChatCustomerTyping event
response with the ChatCustomerTyping event handler.

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6 Conguring Siebel Chat Auto Answer

Conguring Siebel Chat Auto Answer

This chapter describes how to congure Siebel Chat auto answer in Siebel Call Center. It contains the following topics:
• Roadmap for Conguring Siebel Chat Auto Answer for Agents
• Process of Conguring Communications for Siebel Chat Auto Answer

Note: The functionality described in this chapter applies only if you are using the default workow to handle
incoming chat requests. For more information about the default workow for Siebel Chat, see Chat Standard
Accept Process Workow.

Roadmap for Conguring Siebel Chat Auto Answer for

Agents
This topic describes how to enable the automatic acceptance of chat (hereafter referred to as chat auto answer) in Siebel
Call Center for agents. Administrators can either congure chat auto answer for agents, or agents can congure it.

When chat auto answer is enabled for agents, agents do not have to manually accept chats that are oered to them.
Instead, the chat that is oered automatically becomes the active chat session for the agent by opening on the agent’s
screen, provided that the agent has no other chat sessions assigned. The behavior is dierent if chat auto answer is
enabled and the agent is busy handling one or more chat sessions. In these cases, the behavior is as follows:
• The chat that is oered does not automatically open on the agent’s screen.
• The chat tab ashes to indicate that a new chat has been automatically accepted and queued to the agent.
Administrators can congure the color that is used when the chat tab ashes.
• When the agent clicks the ashing chat tab, the chat session opens, and the chat tab stops ashing.
• If the customer decides to disconnect from the chat before the agent can open the chat session, then the chat
closes as normal.
To congure Siebel Chat auto answer for agents in Siebel Call Center, perform the following tasks and process:
• Conguring the Siebel Chat BlinkTab System Preference
• (Optional) Seing the Color for the Siebel Chat Blinking Tab
• Disabling the Service Integration Inbox Workows
• Process of Conguring Communications for Siebel Chat Auto Answer

Conguring the Siebel Chat BlinkTab System Preference

The BlinkTab system preference must be set to On for chat auto answer so that the chat tab ashes. This tab indicates
that a new chat has been automatically accepted and queued. Use the following procedure to congure the BlinkTab

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system preference for chat auto answer. This task is a step in Roadmap for Conguring Siebel Chat Auto Answer for
Agents.

To congure the Siebel Chat BlinkTab system preference

1. Navigate to the Administration - Application screen, then the System Preferences view.
2. Query for *Chat* to get a list of all the chat-related system preferences you can set up.
3. Set the Chat: BlinkTab system preference to On.
For information about other chat system preferences, see Seing Up System Preferences in Siebel Call Center
for Siebel Chat.

Seing the Color for the Siebel Chat Blinking Tab

The color of the Siebel Chat blinking tab changes according to the status of incoming chat messages. By default, the
color that the chat tab ashes is one of the following and these default colors apply to all Siebel Chat agents:
1. Green, which indicates a new automatically answered chat.
2. Yellow, which indicates that new chat messages are waiting.
3. Orange, which indicates that a new chat message is waiting for the new automatically answered chat.
To change the default colors that the chat tab ashes, complete the steps in the following procedure. This task is a step
in Roadmap for Conguring Siebel Chat Auto Answer for Agents.

To set the color for the Siebel Chat blinking tab

1. Open the Siebel CRM cascading style sheet le.
2. Go to TabHoldNewColor parameter in .styleTitleTabBar.
3. Replace the color in the TabHoldNewcolor parameter with the new color that you want.
To help you select the color that you want, go to hp://www.colorpicker.com for color examples.
4. Clear your browser’s cache, for example, as follows:
a. Open Microsoft Internet Explorer.
b. Click Tools, Internet Options, and then click Delete within Browsing History.
c. Click Delete All on the Delete Browsing History dialog box and when prompted for conrmation, do the
following:
- Select the following check box: Also delete les and seings stored by add-on.
- Click Yes.

Disabling the Service Integration Inbox Workows

Use the following procedure to disable the service integration inbox workows. This task is a step in Roadmap for
Conguring Siebel Chat Auto Answer for Agents.

To disable inbox workows

1. Navigate to the Administration - Business Process screen, then the Workow Deployment view, and select the
Active workow process tab.

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2. Query for and select the Inbox - Service Integration workow.

3. Click Menu, then select Deactivate to deactivate the workow.
4. Query for and select the Inbox - Service Main Integration workow.
5. Click Menu, then select Deactivate to deactivate the workow.

Process of Conguring Communications for Siebel Chat

Auto Answer
To congure communications for Siebel Chat auto answer in Siebel Call Center, complete the following tasks:
• Conguring the AutoAnswer System Parameter
• Conguring the Enable AutoAnswer User Preference at the Agent Level
• Conguring the ServiceParam.Work ID Event Log Parameter
• Conguring the Accept Chat Command Data Parameters for AcceptChatGroup
• Conguring the OnChatArrived Event Response
• Conguring the ChatArrived Event Handler
• Conguring the ChatTransferArrived Event Handler
This process is a step in Roadmap for Conguring Siebel Chat Auto Answer for Agents.

Conguring the AutoAnswer System Parameter

The following procedure shows how to congure the AutoAnswer system parameter, which can be set to TRUE, FALSE,
or User Preference. The following are the seings:
• If AutoAnswer is set to User Preference, then it indicates to defer to the Enable AutoAnswer user preference
seing to determine whether or not to enable chat auto answer. For more information, see Conguring the
Enable AutoAnswer User Preference at the Agent Level.
• If AutoAnswer is set to TRUE, then chat auto answer is enabled irrespective of whether or not the Enable
AutoAnswer user preference is selected at the agent-level conguration.
• If AutoAnswer is set to FALSE, then chat auto answer is disabled irrespective of whether or not the Enable
AutoAnswer user preference is selected at the agent-level conguration.
This task is a step in Process of Conguring Communications for Siebel Chat Auto Answer.

To congure the AutoAnswer system parameter

1. Navigate to the Administration - Communications screen, then the All Congurations view.
2. Select your communications conguration record from the Congurations list, then click the Parameters tab.
3. Set the value for the AutoAnswer parameter as shown in the following table.

Parameter Value Active

AutoAnswer User Preference Selected

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Conguring the Enable AutoAnswer User Preference at the Agent

Level
Use the following procedure to congure the Enable AutoAnswer user preference at the agent level in Siebel Call Center.
The Enable AutoAnswer user preference seing determines whether to enable or disable chat auto answer when the
AutoAnswer system parameter is set to User Preference. This task is a step in Process of Conguring Communications
for Siebel Chat Auto Answer.

To congure the Enable Auto Answer user preference at the agent level
1. Select Tools, User Preferences, and then the Communications option.
2. Do one of the following:

◦ Select the Enable AutoAnswer checkbox to enable chat auto answer at the agent level.
◦ Deselect the Enable AutoAnswer checkbox to disable chat auto answer at the agent level.

The Enable AutoAnswer user preference seing is relevant only if the AutoAnswer system parameter is
set to User Preference. If AutoAnswer is not set to User Preference, then Enable AutoAnswer is ignored.
3. Click Save.

Conguring the ServiceParam.Work ID Event Log Parameter

The ServiceParam.WorkID event log parameter must be congured for ChatAcceptedLog and ChatTransferAcceptedLog.

To congure the ServiceParam.WorkID event log parameter

1. Navigate to the Administration - Communications screen, then the All Event Logs view.
2. In the Event Logs list, congure ChatAcceptedLog with the value shown in the following table.

Name Conguration

ChatAcceptedLog Select your communications conguration record.

3. Click the Event Log Parameters tab, and add a new record for ChatAcceptedLog with the values shown in the
following table.

Name Value

ServiceParam.WorkID {SiebelWorkItemID}

4. Go back to the Event Logs list, and congure ChatTransferAcceptedLog with the value shown in the following
table.

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Name Conguration

ChatTransferredAcceptedLog Select your communications conguration record.

5. Click the Event Log Parameters tab, and add a new record for ChatTransferAcceptedLog with the values shown
in the following table.

Name Value

ServiceParam.WorkID {SiebelWorkItemID}

Conguring the Accept Chat Command Data Parameters for

AcceptChatGroup
The following procedure shows how to congure the accept chat command data parameters (AcceptChatCmdData) for
AcceptChatGroup commands.

To congure the accept chat command data parameters for AcceptChatGroup

1. Navigate to the Administration - Communications screen, then the All Command Data view.
2. In the Command Data list, congure AcceptChatCmdData with the values shown in the following table.

Name Conguration Comment

AcceptChatCmdData Select your communications conguration record. Enter a comment, for example: Add
for chat auto answer.

3. Click the Command Data Parameters tab, and congure the following records for AcceptChatCmdData with the
values shown in the following table.

Name Value

Param.AutoHold FALSE

Param.TrackingID {InteractionId}

4. Navigate to the Administration - Communications screen, then the All Congurations view, select your
communications conguration record from the Congurations list, and then do the following:

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a. Click the Commands tab, and congure the AcceptChatGroup command with the value shown in the
following table.

Name Command Data Name

AcceptChatGroup AcceptChatCmdData

b. Click the Parameters tab, and verify that the command data parameters have the Param.TrackingID that
you congured earlier in this procedure.

Conguring the OnChatArrived Event Response

Use the following procedure to congure the OnChatArrived event response.

To congure the OnChatArrived event response

1. Navigate to the Administration - Communications screen, then the All Event Responses view.
2. In the Event Responses list, congure OnChatArrived with the values shown in the following table.

Name Conguration Comment

OnChatArrived Select your communications conguration record. Enter a comment, for example: Add for
chat auto answer.

3. Click the Event Response Parameters tab, and congure the following records for OnChatArrived with the
values shown in the following table.

Name Value

ServiceMethod Communications Client.TryAutoAnswer

ServiceParam.Command AcceptChatGroup

ServiceParam.InteractioId {InteractionId}

Conguring the ChatArrived Event Handler

Use the following procedure to congure the ChatArrived event handler.

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To congure the ChatArrived event handler

1. Navigate to the Administration - Communications screen, then the All Event Handlers view.
2. In the Event Handlers list, congure ChatArrived with the values shown in the following table.

Name Conguration Event Response Device Event Order

ChatArrived Select your communications OnChatArrived InteractionMessage 0

conguration record.

3. Click the Event Handlers Parameters tab, and congure the following records for ChatArrived with the values
shown in the following table.

Name Value

Filter.Channel Chat

Filter.MsgType TYPE_NEW

Filter.systemTransfer 0

4. Navigate to Administration - Communications screen, Congurations view, and then click the Event Handlers
tab.
5. Select the ChatArrived record, and congure it as follows:
a. In the Comments eld, modify or enter a comment, for example, as follows:
Comments: Chat

b. In the Event Response eld, click the Look Up icon, and associate the OnChatArrived event response with
the ChatArrived event handler.

Conguring the ChatTransferArrived Event Handler

Use the following procedure to congure the ChatTransferArrived event handler.

To congure the ChatTransferArrived event handler

1. Navigate to the Administration - Communications screen, then the All Event Handlers view.
2. In the Event Handlers list, congure ChatTransferArrived with the values shown in the following table.

Name Conguration Event Response Device Event Order

ChatTransferArrived Select your communications OnChatArrived InteractionMessage 1

conguration record.

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Name Conguration Event Response Device Event Order

3. Click the Event Handlers Parameters tab, and congure the following records for ChatTransferArrived with the
values shown in the following table.

Name Value

Filter.Channel Chat

Filter.MsgType TYPE_NEW

FilterSpec [systemTransfer]>0

4. Navigate to the Administration - Communications screen, Congurations view, and then click the Event
Handlers tab.
5. Select the ChatTransferArrived record, and congure it as follows:

a. In the Comments eld, modify or add a comment, for example, as follows:

Comments: Chat

b. In the Event Response eld, click the Look Up icon, and associate the OnChatArrived event response with
the ChatTransferArrived event handler.

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7 Localizing Siebel Chat

Localizing Siebel Chat

This chapter describes Siebel Chat localization. It contains the following topics:

• Seing Up Siebel Chat for Languages Supported by Third-Party Chat Solutions

• Seing Up Siebel Chat for Languages Not Supported by Default by Third-Party Chat Solutions

Seing Up Siebel Chat for Languages Supported by

Third-Party Chat Solutions
Siebel Chat currently supports all languages supported by Siebel applications. For a complete list of languages
supported by Siebel applications, see the Certications tab on My Oracle Support. For information about Certications,
see article 1492194.1 (Article ID) on My Oracle Support.

The Chat Language Mapping view in Siebel Call Center is used to map third-party chat language IDs to standard Siebel
Call Center language code values.

To set up Siebel Chat for languages supported by third-party chat solutions, map the correct third-party chat language
ID to the appropriate Siebel Call Center language code, as described in the following procedure.

To set up default chat language mapping

1. Navigate to the Administration - Communications screen, then the Chat Language Mapping view in Siebel Call
Center.
2. Map the correct third-party chat language ID to the appropriate Siebel Call Center language code.

Adding New Language Mappings in Siebel Call Center

To add a new language mapping in Siebel Call Center (for example, if translating Siebel Chat to a new language),
complete the steps in the following procedure.

To add a new language mapping in Siebel Call Center

1. Navigate to the Administration - Communications screen, then the Chat Language Mapping view in Siebel Call
Center.
2. Click Menu and then New record to add a new language mapping.

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Seing Up Siebel Chat for Languages Not Supported by

Default by Third-Party Chat Solutions
The following tasks must be carried out if seing up Siebel Chat for languages not supported by default by third-party
chat solutions:

1. Localize the unshipped language for Siebel Call Center, if necessary.

For more information about adding an unshipped language to Siebel applications, see the topic about localizing
an unshipped language in Siebel Global Deployment Guide .
2. Localize the Siebel Customer Chat UI in the third-party chat server. This involves the following subtasks:

◦ Translate the resource le used by the Customer Chat UI

◦ Add the new language mappings to the third-party chat language-locales table
3. Map the third-party chat Language ID to the appropriate Siebel applications language code.

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8 Siebel Chat Deployment Using Third-Party

Chat Solutions
Siebel Chat Deployment Using Third-Party Chat
Solutions
This chapter describes how to deploy Siebel Chat using a third-party chat solution. It contains the following topics:
• Deployment of Siebel Chat Using Third-Party Chat Solutions

Deployment of Siebel Chat Using Third-Party Chat

Solutions
Several additional tasks must be carried out if deploying Siebel Chat using a third-party chat solution (such as Genesys).
In particular, third-party chat server vendors must integrate with Siebel Chat by addressing the following tasks:
• Create or extend an existing Siebel Communications API (SCAPI) driver.
This task involves adding Siebel Chat to an existing driver, or creating a new driver for a third-party chat
communication server. For information about developing and testing a new communications driver, see Siebel
CTI Administration Guide .
• Take the existing third-party customer chat client and modify it to support the passing of Siebel Chat extended
parameters. The following table lists the chat parameter extensions, Field Name and Field Size, that must be set
up for proper integration with the Siebel Call Center application.
• Integrate with the Chat UI Business Service in order to process chat events from the agent-facing chat UI. The
Chat UI business service is responsible for handling all Siebel Chat commands and events, and manages the
state of all active chats.

Field Name Description Field Size

ContactId Contact Identier 15

SRId Service Request ID 15

SRNumber Service Request Number 30

ProblemDesc Problem Description 100

Area Service Request Area 30

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Field Name Description Field Size

SubArea Service Request Sub Area 30

ProductID Product Identier 15

ProductName Product Name 100

ProductCategory Product Category 100

KBItemVisitedNum1 KBItemVisitedNum1 30

KBItemVisitedDesc1 KBItemVisitedDesc1 100

KBItemVisitedURL1 KBItemVisitedURL1 100

KBItemVisitedNum2 KBItemVisitedNum2 30

KBItemVisitedDesc2 KBItemVisitedDesc2 100

KBItemVisitedURL2 KBItemVisitedURL2 100

KBItemVisitedNum3 KBItemVisitedNum3 30

KBItemVisitedDesc3 KBItemVisitedDesc3 100

KBItemVisitedURL3 KBItemVisitedURL3 100

KBItemVisitedNum4 KBItemVisitedNum4 30

KBItemVisitedDesc4 KBItemVisitedDesc4 100

KBItemVisitedURL4 KBItemVisitedURL4 100

KBItemVisitedNum5 KBItemVisitedNum5 30

KBItemVisitedDesc5 KBItemVisitedDesc5 100

KBItemVisitedURL5 KBItemVisitedURL5 100

KBItemVisitedNum6 KBItemVisitedNum6 30

KBItemVisitedDesc6 KBItemVisitedDesc6 100

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Field Name Description Field Size

KBItemVisitedURL6 KBItemVisitedURL6 100

KBItemVisitedNum7 KBItemVisitedNum7 30

KBItemVisitedDesc7 KBItemVisitedDesc7 100

KBItemVisitedURL7 KBItemVisitedURL7 100

KBItemVisitedNum8 KBItemVisitedNum8 30

KBItemVisitedDesc8 KBItemVisitedDesc8 100

KBItemVisitedURL8 KBItemVisitedURL8 100

KBItemVisitedNum9 KBItemVisitedNum9 30

KBItemVisitedDesc9 KBItemVisitedDesc9 100

KBItemVisitedURL9 KBItemVisitedURL9 100

KBItemVisitedNum10 KBItemVisitedNum10 30

KBItemVisitedDesc10 KBItemVisitedDesc10 100

KBItemVisitedURL10 KBItemVisitedURL10 100

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Interface Functionality

9 Methods for Customizing Siebel Chat

Process Flow and Interface Functionality
Methods for Customizing Siebel Chat Process Flow and
Interface Functionality
This chapter describes the methods that are available for customizing Siebel Chat process ow and interface
functionality, including the chat screen pop-up logic. It contains the following topic:
• Methods for Customizing Siebel Chat Process Flow and Interface Functionality

Methods for Customizing Siebel Chat Process Flow and

Interface Functionality
The following methods are available to support the customization of the Siebel Chat UI and the chat screen pop-up
logic, which allows you to use workows to design the chat screen pop-up process:
• AcceptChatEx
• FindRecord
• FindRecordEx
• GetActiveChatActId
• GetChatDataByField
• GetLanguageCodeFromMapping
• GetSystemPreference
• GetTransferredActivityDataFromDB
• InsertRecord
• OpenView
• OpenViewEx
• PostScreenPopRequest
• PreScreenPopRequest
• PushToToolbarCallFunction
• RefreshChatPaneDashboard
• RestoreMainViewFromBookmark
• UpdateChatDataField
• UpdateChatDataFieldEx
• UpdateChatUIField
• UpdateRecord

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• UpdateWithBCField
• UpdateWithBCFieldEx
• UpdateWithChatData

AcceptChatEx
This method contains the update for the input argument. It is a newer version of the existing AcceptChat method. It is
used whenever a new or transferred chat is accepted to open the chat pane and dashboard and to update the activity
information, such as the Contact ID and Service Request ID. The following table shows the input PropertySet arguments
for AcceptChatEx.

Input Argument Description

ActivityId The row ID of the activity created by the CTI event log.

InteractionId The interaction ID of the active chat interaction.

SRId The row ID of the service request record.

AccountId (Optional) The row ID of the account record.

ContactId (Optional) The row ID of the contact record.

isTransfer (Optional) A value of 1 indicates a transferred chat. Any value other than 1 indicates a new inbound chat.

Firstname (Optional) The rst name of the customer.

Lastname (Optional) The last name of the customer.

WorkID The work ID of the active chat interaction.

The following table shows the output PropertySet argument for AcceptChatEx.

Output Argument Description

HasBookmark A value of True indicates the following:

• That this chat has the bookmark feature enabled

• That the chat screen is populated with the bookmark information
• That this chat is a transferred chat

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FindRecord
This method contains the update for the input argument. It is used to query records from a specic business
component according to the search specication. You can dene the business object name, business component name,
query eld value pairs, and value eld list. By default, the row ID of the query results is returned as output, but you can
dene more output by using the input value eld list. The following table shows the input PropertySet arguments for
FindRecord.

Input Argument Description

BusObj The business object name.

BusComp The business component name.

QueryFields A comma-separated eld list. This list indicates to use the eld name list to query the business
component. A corresponding key value pair must also be dened for the query search specication.
For example, if you dene Query Fields as follows (QueryFields = First Name, Last Name),
then you also must provide a list of key value pairs:

First Name = John

Last Name = Smith

First Name and Last Name are the query eld names. John and Smith are the corresponding eld
values used for the query.

ValueFields (Optional) A comma-separated eld list, indicating the output eld name list. The default functionality is to
generate the row IDs of the query results, but you use this parameter to generate the other elds as
required.

The following table shows the output PropertySet arguments for FindRecord, which return the row IDs and value elds
dened by the input of the query results.

Output Argument Description

Id The row ID of the rst query record. You can query for more than one record by using the input
arguments, but this argument saves only the row ID of the rst record.

IsMultipleRecord A value of True indicates that the number of query records is greater than one.

IdList A comma-separated row ID list of the query results.

<key, value> pair According to the values in the ValueFields input parameter, this method generates more eld values of
the rst query record.

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Example
If you want to query a contact by contact name and generate the contact row ID and work phone number, then the input
is as follows:
BusObj = Contact
BusComp = Contact
QueryFields = First Name, Last Name, xxx,
First Name = John
Last Name = Smith
Xxxx =
ValueFields = Work Phone #

FindRecordEx
This method contains the update for the input argument. This method is an enhanced version of the FindRecord
method and is used to query for multiple levels of business components. You can use this method to query for the child
business component according to the query results of the parent business components. The following table shows the
input PropertySet arguments for FindRecordEx.

Input Argument Description

BusObj The business object name.

BusComp A comma-separated business component name list.

Note: The order is important. The child business component must appear after the parent
business component.

<BusComp>:QueryField:XXX This is the query eld of the specic business component. The business component is listed in the
BusComp parameter. In the query, XXX is the query eld name of the business component. For
example, to query using the row ID of the Business Component Account, the argument values are as
follows:

Account:QueryField:Id

<BusComp>:ValueFields (Optional) A comma-separated eld list indicating the output eld name list of the specic business component.
The default functionality is to generate the row IDs of the query results, but you can use this parameter
to generate the other elds as required.

The output PropertySet for FindRecordEx includes the query results of all the business components dened by the
BusComp parameter. The query result for each business component is organized as a child PropertySet with the type
set to the business component name.

Example
If you want to query for a contact that belongs to a specic Account and the account has many associated contacts,
then you must use the work phone number to query the contact too. In this case, the input is as follows:
BusObj = Account
BusComp = Account, Contact Account:QueryField:Id = 42-FF6I6

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Contact:QueryField: Work Phone # = 123456789

GetActiveChatActId
This method is used to get the action row ID of the current active chat. The following table shows the output argument
for GetActiveChatActId.

Output Argument Description

ActivityId Returns the row ID of the current active chat.

GetChatDataByField
This method is used to get the chat data by eld name. The following table shows the input arguments for
GetChatDataByField.

Input Argument Description

InteractionId If an InteractionId is provided, then it indicates to set data to the related chat. If an InteractionId is not
provided, then it indicates to set data to the current chat.

FieldList The data eld names that you want to get, separated by a comma.

For each eld name in FieldList, there is a corresponding output argument with the same name.

GetLanguageCodeFromMapping
This method is a script method, and it is used to get the language code from the user dened mapping. The following
table shows the input argument for GetLanguageCodeFromMapping.

Input Argument Description

RequestSiteID The ID for the request site; that is, the customer site requesting to chat to an agent.

The following table shows the output argument for GetLanguageCodeFromMapping.

Output Argument Description

Language The language code for the request site. An example of the method code is shown after this table.

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Output Argument Description

The following is an example of the method code:

function Service_PreInvokeMethod (MethodName, Inputs, Outputs)
{
if (MethodName == "GetLanguageCodeFromMapping")
{
var sRequestSiteID = "";
sRequestSiteID = Inputs.GetProperty("RequestSiteID");
switch(sRequestSiteID)
{
case "0":
Outputs.SetProperty ("LanguageCode", "ENU");
break;
case "101":
Outputs.SetProperty ("LanguageCode", "ITA");
break;
case "71":
Outputs.SetProperty ("LanguageCode", "FRA");
break;
default:
Outputs.SetProperty ("LanguageCode", "ENU");
break;
}
return CancelOperation;
}
return (ContinueOperation);
}

GetSystemPreference
This method is used to query for the system preference. You must insert the system preference name, and
then the value is set to the output argument. The following table shows the input PropertySet arguments for
GetSystemPreference.

Input Argument Description

Name The name of the system preference item.

The following table shows the output PropertySet argument for GetSystemPreference.

Output Argument Description

Value The value of the system preference.

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GetTransferredActivityDataFromDB
This method is used to query the parent activity record. The query is based on the interaction ID, and it applies only
to chat transfers. Generally, this method queries for the service request ID when a second agent accepts a chat. The
following table shows the input PropertySet arguments for GetTransferredActivityDataFromDB.

Input Argument Description

InteractionId The interaction ID for the chat.

QuerySpec (Optional) This optional input argument applies if you want to redene your own query specications.

ValueFields This is a comma-separated eld list that indicates the output eld name list. If no Value Fields are
dened, then the default value is Activity SR Id.

The output PropertySet for GetTransferredActivityDataFromDB contains the key value pairs that are dened by the
ValueFields input parameter.

Example
When an agent accepts a transferred chat, the service request ID that Siebel automatically creates must be located. The
Chat Business Service by default uses the interaction to query the activity created by the rst agent (who transferred the
chat), and then to query for that activity to obtain the service request ID. The input is as follows:
InteractionId = 1234423545
ValueFields = Id,Primary Contact Id,Activity SR Id

InsertRecord
This method is used to insert a new record into a specic business component. You can dene the business object
name, business component name, and eld value pairs to be inserted as input. The row ID of the newly created record is
returned as output. The following table shows the input PropertySet arguments for InsertRecord.

Input Argument Description

BusObj The business object name.

BusComp The business component name.

Field: XXX The elds to be set. In this argument, you must replace XXX with the eld name.

Use Locale (Optional) A value of True or False indicates whether to format the value or not.

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The following table shows the output PropertySet argument for InsertRecord, which returns the row ID of the newly
created record.

Output Argument Description

Id The row ID of the newly created record.

Example
If you want to insert a new service request record with a contact ID of 04-LLSQ5, then the input is as follows:
BusObj = Service Request
BusComp = Service Request
Field: Contact Id = 04-LLSQ5

OpenView
This method is used to open a chat screen pop-up according to the following input information: business component
and view name. This method cannot be used directly and must always be called using the PushToToolbarCallFunction
method. The following table shows the input PropertySet arguments for OpenView.

Input Argument Description

ViweBusObj The view’s business object name.

ViewBusComp The view’s business component name.

Id The row ID of the record to be populated.

ViewName The name of the view to be populated.

Note: The ViewName must be associated with the business component dened in
ViewBusComp.

SearchMode The value of this argument can be OFF, ON, or ALL:

• If the value is set to OFF, then the search center is not populated.
• If the value is set to ON, then the search center is populated when there is no query result
according to the input ID.
• If the value is set to ALL, then the search center is always populated irrespective of whether the
query result is empty or not.

ViewNameEx (Optional) The default view name if AllowEmptyRecord is not set, or if it is set to False when the ID is empty or
invalid. The view must be associated with the business object dened in ViewBusObjEx.

ViewBusObjEx (Optional) The view’s business object name for ViewNameEx.

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Input Argument Description

ViewBusCompEx (Optional) The view’s business component name for ViewNameEx.

AllowEmptyRecord (Optional) If set to True when the ID is empty or invalid, then it indicates to go to the same view but with an empty
active record.

If set to False, then it indicates to go to the view according to the values in ViewNameEX,
ViewBusObjEx, and ViewBusCompEx.

Example
If you want to open the service request detail view by using the service request ID 42-DOOTG and the user wants to
open the search center when there is no such service request with ID 42-DOOTG in the database, then the input is as
follows:
ViewBusObj = Service Request
ViewBusComp = Service Request
Id = 42-DOOTG
ViewName = Service Request Detail View
SearchMode = ON
AllowEmptyRecord = FALSE
ViewBusObjEx = Service Request Home
ViewBusCompEx = Public and Private View Link
ViewNameEx = Service Request Screen Homepage View

OpenViewEx
This method is used to obtain the chat screen pop-up according to the following input information: business
component and view name. This method shows the record list, and it can be used to query more than one eld besides
the row ID. The following table shows the input arguments for OpenViewEx.

Input Argument Description

ViewName The name of the view to be populated. The view must be associated with the dened business
component.

ViewBusObj The view’s business object name.

ViewBusComp The view’s business component name.

SearchMode The value of this argument can be OFF, ON, or ALL.

• If set to OFF, then the search center is never populated.

• If set to ON, then the search center is populated when there is no query result according to the
input ID.
• If set to ALL, then the search center is always populated irrespective of whether the query result is
empty or not.

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Input Argument Description

QueryFields The comma-separated list of eld names, which you want to use to query the view business
component. For each eld, there is an input argument for the query value.

NonEmptyQueryFields The comma-separated list of query eld names for which the query value cannot be empty. If the
query value for one of the elds is set to “ ”, then the query fails and no results are returned.

PostScreenPopRequest
This method is used to carry out the postrequest for the chat screen pop-up. The following table shows the input
PropertySet arguments for PostScreenPopRequest.

Input Argument Description

InteractionId The interaction ID for the chat.

PreScreenPopRequest
This method is used to carry out the prerequest for the chat screen pop-up. The following table shows the input
PropertySet arguments for PreScreenPopRequest.

Input Argument Description

InteractionId The interaction ID for the chat.

The following table shows the output PropertySet argument for PreScreenPopRequest.

Output Argument Description

HasBookmark Indicates whether or not a bookmark is enabled for the chat. A value of True indicates that the chat has
the bookmark feature enabled.

PushToToolbarCallFunction
This method is used to call a chat screen pop-up method, such as OpenView or RestoreMainViewFromBookmark.
This method is used, for example, if there are several asynchronous updates that must be made to the UI. By using

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PushToToolbarCallFunction to call chat screen pop-up methods, you ensure that all the methods are called one-by-one.
The following table shows the input PropertySet arguments for PushToToolbarCallFunction.

Input Argument Description

MethodName The name of the chat screen pop-up method to be called, such as OpenView.

InteractionId (Optional) The interaction ID for the chat. If IsQueued is set to True, then you must provide the InteractionID.

IsQueued (Optional) Indicates whether or not to queue the method. The method name is MethodName.

Except for this parameter, you must also enter all the necessary parameters for the chat screen pop-up method to be
called later.

RefreshChatPaneDashboard
This method is used to refresh the business component elds on the chat dashboard with the latest data. There are no
input or output arguments for RefreshChatPaneDashboard.

RestoreMainViewFromBookmark
This is an existing method that is used to populate screens using bookmarks. No inputs or outputs must be dened for
this method.

UpdateChatDataField
This method is used to update the eld in the Chat Data map with a given value. The following table shows the input
arguments for UpdateChatDataField.

Input Argument Description

InteractionId (Optional) The value in this argument is the interaction ID that you want to update if IsSingleChat is set to True.
The value in this argument is ignored if IsSingleChat is set to False.

For new and transferred chats, IsSingleChat is always set to True.

IsSingleChat (Optional) If set to True, then it indicates to update the value provided for InteractionId. If set to False, then it
indicates to update the value for all chats. For new and transferred chats, IsSingleChat is always set to
True.

UpdateField The eld that you want to update in the Chat Data map.

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Input Argument Description

UpdateValue (Optional) The value that you want to update in the UpdateField. If UpdateValue is not provided, then an empty
string is used by default.

Example
If you want to update the ChatDisplayName eld in the Chat Data map with the default value for all chats, then the input
is as follows:
InteractionId =
IsSingleChat = FALSE
UpdateField = ChatDisplayName
UpdateValue =

UpdateChatDataFieldEx
This method is used to update the eld in the Chat Data map with the value in a business component eld. This method
is typically used as a preceding step for the UpdateWithBCFieldEx method. For example, if QueryField is set to the SR
Number business component eld in UpdateWithBCFieldEx and to the SRNumber value in the Chat Data map, then
the SRNumber value in Chat Data map expires if the agent associates a new service request with the chat activity. As a
result, you must update the SRNumber value in the Chat Data map before SR Number is used in UpdateWithBCFieldEx.
The following table shows the input arguments for UpdateChatDataFieldEx.

Input Argument Description

InteractionId (Optional) The value in this argument is the interaction ID that you want to update if IsSingleChat is set to True.
The value in this argument is ignored if IsSingleChat is set to False.

For new and transferred chats, IsSingleChat is always set to True.

IsSingleChat (Optional) If set to True, then it indicates to update the value provided for InteractionId. If set to False, then it
indicates to update the value for all chats. For new and transferred chats, IsSingleChat is always set to
True.

BusObj The business object, for example, Action.

BusComp The business component in the business object, for example, Action.

QueryFields The Query Field list to use to query the value in ValueField (for example, Id). You must provide the
value in Chat Data for the query eld. For example, provide the Activity Id in Chat Data for Id.

The comma-separated eld list indicates the eld name list to use to query the business component.

For query search specication, you must also dene a corresponding key value pair. For example, if
QueryFields is set to Id and Contact First Name, then a list of key value pairs must also be provided as
follows:

Id=Activity Id

Contact First Name = firstname

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Input Argument Description

Id and Contact First Name are the query business component eld names. Activity Id and rstname are
the corresponding Chat Data elds.

UpdateField The eld that you want to update in the Chat Data map.

Value Field The business component eld that you want to get the value from.

Example
If you want to update the SRNumber eld in Chat Data map with the SR Number value in the Action business
component, Id is used as the query lter and is set to the value of the ActivityId eld in Chat Data map. That is, the
ActivityId value in Chat Data map is used as the query lter to query the Action business component record to obtain
the SR Number value in the Action business component record. The SR Number value is then used to update the SR
Number eld in Chat Data map, so that it has the latest value if a new service request is associated with the chat activity.

The ActivityId eld value in Chat Data map is not always changed in the chat session, but the SRNumber eld
value in Chat Data map is changed if a new service request is associated with the chat activity. Therefore, the
UpdateChatDataFieldEx method is used to update SRNumber before the SRNumber eld value in Chat Data map is used
in the next workow step. To update SRNumber for all chats, the input is as follows:
InteractionId =
IsSingleChat = FALSE
BusObj = Action
BusComp = Action
QueryFields = Id // the field of Activity Id in Action BC
Id = ActivityId // the field of Activity Id in Chat Data map
UpdateField = SRNumber // the field of SR Number in Chat Data map
ValueField = SR Number // the field of SR Number in Action BC

UpdateChatUIField
This method is used to update a eld in the chat UI with the value in the Chat Data map eld. The following table shows
the input arguments for UpdateChatUIField.

Input Argument Description

InteractionId (Optional) The value in this argument is the interaction ID that you want to update if IsSingleChat is set to True.
The value in this argument is ignored if IsSingleChat is set to False.

For new and transferred chats, IsSingleChat is always set to True.

IsSingleChat (Optional) If set to True, then it indicates to update the value provided for InteractionId. False indicates to update
the value for all chats. For new and transferred chats, IsSingleChat is always set to True.

UpdateField This is the eld that you want to get the value from in Chat Data map. For example: ChatDisplayName
in Chat Data map.

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Example
If you want to use the ChatDisplayName eld in the Chat Data map to update the Chat Display Name in the chat UI for all
chats, then the input is as follows. For example, if a user wants to use Chat Data map eld, ChatDisplayName, to update
Chat Display Name in the Chat UI for all chats, then the input is as follows:
InteractionId =
IsSingleChat = FALSE
UpdateField = ChatDisplayName // the field of ChatDisplayName in Chat Data map

UpdateRecord
This method is used to update an existing record and a specic business component. You must provide the row ID as
input and the eld value pairs to be updated. The following table shows the input arguments for UpdateRecord.

Input Argument Description

BusObj The business object name.

BusComp The business component name.

Id The row ID of the record to be updated.

Field: XXX The elds to be updated; replace XXX with the eld name.

Use Locale [optional] A value of True or False indicates if the value must be formaed.

The following table shows the output PropertySet argument for UpdateRecord, which returns the row ID of the newly
created record.

Output Argument Description

Id The row ID of the newly created record.

UpdateWithBCField
This method is used to update a eld in the Chat Data map with the value in a business component eld. The business
component must be included in the business object component of the Chat Related Data business object. For the
Service Request business component, there must be a link with Action. For other business components, there must be a
link with Service Request. The following table shows the input arguments for UpdateWithBCField.

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Input Argument Description

InteractionId (Optional) The value in this argument is the interaction ID that you want to update if IsSingleChat is set to True.
The value in this argument is ignored if IsSingleChat is set to False.

For new and transferred chats, IsSingleChat is always set to True.

IsSingleChat (Optional) If set to True, then it indicates to update the value provided for InteractionId. False indicates to update
the value for all chats. For new and transferred chats, IsSingleChat is always set to True.

BusComp The business component list that is added to the business object component in the Chat Related Data
business object. For example:

Service Request, Account

UpdateField The eld that you want to update in the Chat Data map.

UpdateValue (Optional) The business component eld that you want to get the value from.

The following table shows the output arguments for UpdateWithBCField.

Input Argument Description

HasSetForAll (Optional) Indicates whether or not to set (or update) the value for all chats. If set to True, then all chats get the
update value.

Example
If you want to update ChatDisplayName in the Chat Data map with the Service Request Business Component Account
eld for all chats, then the Service Request Business Component must be included in the business object component in
the Chat Related Data Business Object, and it must be linked with Action. The input is as follows:
InteractionId =
IsSingleChat = FALSE
BusComp = Service Request
UpdateField = ChatDisplayName
ValueField = Account

UpdateWithBCFieldEx
This method is used to update the eld in the Chat Data map with the value in a business component eld. This
method is typically used together with the UpdateChatDataFieldEx. The following table shows the input arguments for
UpdateWithBCFieldEx.

Input Argument Description

InteractionId (Optional) The value in this argument is the interaction ID that you want to update if IsSingleChat is set to True.
The value in this argument is ignored if IsSingleChat is set to False.

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Input Argument Description

For new and transferred chats, IsSingleChat is always set to True.

IsSingleChat (Optional) If set to True, then it indicates to update the value provided for InteractionId. False indicates to update
the value for all chats. For new and transferred chats, IsSingleChat is always set to True.

BusObj The business object, for example, Service Request.

BusComp The business component name in the business object, for example, Service Request.

QueryFields The Query Field list that is used to query the value in ValueField (for example, SR Number). You must
provide the value in Chat Data for the query eld. For example, provide the SR Number in Chat Data for
SR Number in the business component eld.

The comma-separated eld list indicates the eld name list to use to query the business component.

For query search specication, you must also dene a corresponding key value pair. For example, if
QueryFields is set to Id and SR Number, then a list of key value pairs must also be provided as follows:

Id=Activity Id

SR Number = SRNumber

Id and SR Number are the query business component eld names. Activity Id and SRNumber are the
corresponding Chat Data elds.

UpdateField The eld that you want to update in the Chat Data map.

Value Field The business component eld that you want to get the value from.

The following table shows the output arguments for UpdateWithBCFieldEx.

Input Argument Description

HasSetForAll (Optional) Indicates whether or not to set (or update) the value for all chats. If set to True, then all chats get the
update value.

Example
You want to update ChatDisplayName in Chat Data map with the Service Request Business Component Account eld
for all chats, and you do not want to use the Chat Related Data Business Object in the method. For every business
component eld in QueryFields, you must provide the related Chat Data map eld to give the query value. In this
example, the QueryFields is the SR Number business component eld, so you must provide the related SRNumber
eld in the Chat Data map, so that it can get and use the SRNumber eld value as the QueryField value. The input is as
follows:
InteractionId =
IsSingleChat = FALSE
BusObj = Service Request
BusComp = Service Request

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QueryFields = SR Number // the field of SR Number in Action BC
SR Number = SRNumber // the field of SRNumber in Chat Data map
UpdateField = ChatDisplayName // the field of ChatDisplayName in Chat Data map
ValueField = Account // the field of Account in Action BC

UpdateWithChatData
This method is used to update a eld in the Chat Data map with the value in the (third-party chat) Chat Data eld. The
following table shows the input arguments for UpdateWithChatData.

Input Argument Description

InteractionId (Optional) The value in this argument is the interaction ID that you want to update if IsSingleChat is set to True.
The value in this argument is ignored if IsSingleChat is set to False.

For new and transferred chats, IsSingleChat is always set to True.

IsSingleChat (Optional) If set to True, then it indicates to update the value provided for InteractionId. False indicates to update
the value for all chats. For new and transferred chats, IsSingleChat is always set to True.

UpdateField The eld that you want to update in the Chat Data map.

Value Field The business component eld that you want to get the value from.

The following table shows the output arguments for UpdateWithChatData.

Input Argument Description

HasSetForAll (Optional) Indicates whether or not to set (or update) the value for all chats. If set to True, then all chats get the
update value.

Example
If you want to update ChatDisplayName in the Chat Data map with the (third-party chat) rstname eld for all chats,
then the input is as follows:
InteractionId =
IsSingleChat = FALSE
UpdateField = ChatDisplayName // the field of ChatDisplayName in Chat Data map
ValueField = firstname // the field of firstname in Chat Data map
(third--party chat data)

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