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Note | Screenshots used in this document are captured on Siebel IP 2015 running in Open UI mode. |
Siebel CTI
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Toolbar
The Siebel CTI Toolbar is explained below:
All buttons/controls are listed below:
Siebel CTI Toolbar Controls
| Label | Buttons/Controls | Description |
|---|---|---|
| 1. | Message Display | This strip is used to display any messages to the agent. These messages can be informative, warning, or error messages. |
2. | Timer |
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The timer starts when a call goes active. Upon call hold, the timer is set to 00:00:00, and on hold, it shows call time plus hold time as well. If the agent wants to view the hold state time, he/she can refresh the toolbar and the time will be displayed on the Message Display Strip (Informative Section # 1) | ||
| 3. | Work Edit | The Work Edit text box is used to provide an extension to make |
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| calls to. This is also used to login with an extension. | ||
| 4. | Make A Call | This button initiates a call to a phone number that is entered in the Work Edit text box. |
| 5. | Accept A Call |
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| This button is to Accept an incoming call. | |
| 6. | Release Call |
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| This is to End an active call. | ||
| 7. | Blind Transfer | This is to Blind transfer a call to the extension entered in the Work Edit Box. |
| 8. | Change size/orientation of CTI Toolbar |
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| This Toggle button is provided to change the size of the CTI Toolbar. | ||
| 9. | Consult Call/Transfer Finish | This button is used to consult the call to extension entered in the Work Edit box. The same button is used to end a consult call when the consult call is active. |
| 10. | Dock/Undock | The Siebel CTI Toolbar can be undocked and can |
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| be moved freely within the browser page. After undocking, this button is used to dock the CTI Toolbar again to its original position. | |
| 11. | Conference Call |
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| This button is used for conference calls. A conference call can be made when a consult call is active |
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| . | ||
| 12. | Refresh Toolbar | |
| 13. | Hold Call | |
| 14. | Work Edit List | |
| 15. | Resume Call | |
| 16. | Set Ready/Not-Ready State | |
| 17. | Login | |
| 18. | Logout | |
| 19. | Hide/Show Extended Buttons | |
| 20 | Hide/Show Call Variable Sections | |
| 21 | Go To | |
| 22 | Update Call Variable Values | |
| 23 | Call Variables |
Refresh Toolbar
To refresh toolbar in case CTI Toolbar seems unresponsive or agent message is not being displayed on CTI Toolbar currently. This button is enabled for almost all states.
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