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 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 |
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READY |
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CALL ALERTING |
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OUTBOUND CALL ALERTING |
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CALL ACTIVE |
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CALL HELD |
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CONSULT CALL ACTIVE |
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CONFERENCE CALL |
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RESERVED STATE (for Outbound Campaigns) |
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WRAP-UP STATE |
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LOGGED OUT STATE |
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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).
Login to CTI Toolbar
Upon clicking enable CTI Toolbar button, Siebel CTI Toolbar appears 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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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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Now user goes to ready state by toggling not ready/ ready button.
Receive Incoming Call
Here is how CTI toolbar behaves when new inbound call arrives:
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After receiving incoming call from CTI toolbar looks like follows:
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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Agent selects a reason and click Ok, Not ready state with reason code in shown in CTI toolbar message.
Logout from CTI Toolbar
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:
Consult & Conference Call
Agent can make a consult call when a call is active:
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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.