(3.4.2.5) Agent Guide, Advanced Features

Overview

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

Siebel CTI Toolbar Introduction

Siebel CTI Toolbar is explained below:

All buttons/controls are listed below:

Siebel CTI Toolbar Controls

1. Timer Indicator

Enables when timer is enabled during call

1. Message Display

This strip is used to display any messages to agent. These messages can be informative, warning or error messages.

1. Timer

Timer starts when a call goes active. Upon call hold timer is set to 00:00:00 and on hold it shows call time plus hold time as well. If agent wants to view hold state time, he/she can refresh toolbar and time will be displayed on Message Display Strip (Informative Section # 1)

1. Work Edit

Work Edit text box is used to provide extension to make call to. This is also used to login with an extension.

1. Make Call

This button initiates a call to phone number that is entered in Work Edit text box.

1. Accept Call

Accepts an incoming call.

1. Release Call

Ends an active call.

1. Blind Transfer

Blind transfer call to extension entered in Work Edit Box.

1. Change size/orientation of CTI Toolbar

Toggling this button changes size of CTI Toolbar.

1. Consult Call/Transfer Finish

This button is used to consult call to extension entered in Work Edit box. The same button is used to end consult call when consult call is active.

1. Dock/Undock

Siebel CTI Toolbar can be undocked and can move freely within the browser page. After undocking, this button is used to dock CTI Toolbar again to its original position.

1. Conference Call

Conference call can be made when consult call is active. This button is used to conference call.

1. 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.

1. Hold/Resume Call

This button is toggle button and isenabled when a call is active. Toggling this button holds/resumes call.

1. Work Edit List

Work Edit List shows current work in progress e.g. call. When agent is in talking state, work listed is preceded by -> sign in Work Edit List.

1. Unhold Call

Unholds a currently held call.

1. Set ready state

Used to set ready state.

1. Set Not-Ready State

Used to set not ready with/without reason code

1. Login

Agent enters his/her extension in Work Edit box and press login button to login.

1. Logout

This button is enabled only in not ready state. Used to logout from Siebel CTI Toolbar.

1. Wrapup Call

Active during call only. Used to submit WORK → READY request

1. Hide/Show extended buttons

Upon contraction of Siebel CTI Toolbar using this button, only most used buttons are shown in toolbar. Upon expansion using this button, full CTI Toolbar is shown.

1. Hide show Call Variables section

Call variables section can be hid using this button or it can be shown by this button.

1. Go to

Agent can select a value from drop down list and navigate to selected menu using this button. For example user selects “activities” from drop down list and presses this button, he/she will be directed to activities screen.

1. Update Call Variables Values

Normally call variables are updated upon new call arrival. If not, agent can check for call variables by using this update button.

1. Call Variables

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

Shortcut Keys

Shortcut keys are listed for commands below:

Note: These shortcut keys are tested for Mozilla Firefox version up-to 50.1.0.

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:

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:

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:

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

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:

Now agent can click hold call button again which is in pressed state nor, to unhold the call. Please note there is no “->” sign in Work Edit List at the moment as agent is not in talking state.

Agent can manually submit wrapup during active call using Wrapup call button, wrapup button is enabled during active call no matter what state is i.e. hold, Unhold, active etc.

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:

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

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:

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

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.

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:

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:

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:

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:

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.

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.