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Overview

This guide covers Siebel CTI Toolbar functionality provided by EF Siebel CTI Connector.

Note

Screenshots used in this document are captured on Siebel IP 2015 running in Open UI mode.


Siebel CTI Toolbar Introduction

Siebel CTI Toolbar is explained below:


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All buttons/controls are listed below:

...

All call variables are populated in this section. Your local implementation can be difference from snapshot. Please contact your supervisor for further details.

Agent states & Siebel CTI Toolbar Controls

Below are agent states and available CTI toolbar controls against every state

State Name

Controls

NOT READY

  • Change ready state

  • Make Call

  • Refresh Toolbar

  • Logout

READY

  • Change not ready state

  • Refresh Toolbar

CALL ALERTING

  • Answer Call

OUTBOUND CALL ALERTING

  • Release Call

CALL ACTIVE

  • Release Call

  • Blind Call Transfer to Extension

  • Consultative Transfer

  • Refresh Toolbar

  • Hold Call

CALL HELD

  • Release Call

  • Refresh Toolbar

  • Unhold Call

CONSULT CALL ACTIVE

  • Refresh Toolbar

  • Release Call

  • Conference Call

  • Transfer Finish

  • Hold Call

CONFERENCE CALL

  • Release Call

  • Blind Call Transfer to Extension

  • Consultative Transfer

  • Refresh Toolbar

  • Hold Call

RESERVED STATE (for Outbound Campaigns)

  • Refresh Toolbar

WRAP-UP STATE

  • Change ready/not-ready State

LOGGED OUT STATE

  • Login


Enabling Siebel CTI Toolbar

After logging into Siebel Call Center web application, a chat icon can be seen on upper right side of page. This icon is white at very first but then turns red after a while. Red color says middleware loading process is complete by now (either successful loading or unsuccessful one).

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Login to CTI Toolbar

Upon clicking enable CTI Toolbar button, Siebel CTI Toolbar appears as shown below:

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Agent enters extension in Work Edit box and clicks login button to log into CTI Toolbar. Agent goes to not ready state as shown below:

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Now only that controls are visible which should be in Not Ready state.

Making Call

In Not Ready state, agent can make a call to another extension. Enter this extension in Work Edit box and click “Make Call” button. Now CTI toolbar looks as follows:

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Agent can only release call when call is initiating. When call is received by other end, CTI toolbar looks like follows:

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Please note “Work Edit List” shows current work in progression. Also it shows “->” sign with active call i.e. in talking state.

Hold & Unhold Call

When a call is active, agent can hold call by clicking “Hold Call” button. When a call is held, CTI Toolbar looks as follows:

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Now agent can click unhold call button to unhold the call. Please note there is no “->” sign in Work Edit List at the moment as agent is not in talking state.

Release Call

During an active call (either agent is in talking or in held state), agent can release call.. If agent release call, he/she goes to same state he/she was in before making call. Normally this is “Not Ready” state as agent can make call only in not ready state. Not ready reason code is shown on CTI toolbar message as follows:

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Upon refresh toolbar button click, CTI toolbar displays user time elapsed in this state as follows:

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Now user goes to ready state by toggling not ready/ ready button.

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Receive Incoming Call

Here is how CTI toolbar behaves when new inbound call arrives:

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Please note that call variables section is shrunk in this case, Agent can click update button to load call variables as follows:

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After receiving incoming call from CTI toolbar looks like follows:

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Blind Transfer Call

When call is active, agent can make blind transfer call by entering extension in Work Edit box and click blind transfer button.

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Blind transfer is done and agent is in wrap up state now. To logout, agent goes to “Not Ready” state first if currently in “Ready” state. After clicking not ready state button, a wrap up list of values pop up to enter not ready reason code as follows:

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Agent selects a reason and click Ok, Not ready state with reason code in shown in CTI toolbar message.

Logout from CTI Toolbar

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Now logout button is enabled. Agent can logout using this button, Logout reason codes LOV pops up upon clicking this button:

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After submitting logout reason code, Logout state message appears on CTI toolbar:

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Consult & Conference Call


Agent can make a consult call when a call is active:

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Agent enters extension in Work Edit box and clicks consult transfer button, Call goes to ringing state, On other agent, this consult call is treated same as New Incoming Call. After he/she receives consult call, CTI Toolbar looks as follows:

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Now conference call button is enabled. Agent can conference call to same agent he made consult call to. There is no need to enter extension in work edit box in conference call case.019.JPGImage Removed

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Please check difference in Work Edit List in case of Consult Call and Conference Call. Here in conference call, buttons same buttons are enabled as in normal active call.

Unexpected Scenarios

There may be some unexpected scenarios when agent sees unfamiliar messages on Siebel CTI Toolbar or Siebel CTI Toolbar can’t function normally. All Unexpected Scenarios are covered in Siebel CTI Connector - Unexpected Scenarios.