This guide covers Siebel CTI Toolbar functionality provided by EF Siebel CTI Connector.
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:
All buttons/controls are listed below:
Siebel CTI Toolbar Controls
This strip is used to display any messages to agent. These messages can be informative, warning or error messages.
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)
Work Edit text box is used to provide extension to make call to. This is also used to login with an extension.
This button initiates a call to phone number that is entered in Work Edit text box.
Accepts an incoming call.
Ends an active call.
Blind transfer call to extension entered in Work Edit Box.
Change size/orientation of CTI Toolbar
Toggling this button changes size of CTI Toolbar.
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.
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.
Conference call can be made when consult call is active. This button is used to conference call.
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.
Hold call button is enabled when a call is active. Clicking this button holds call.
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.
Unholds a currently held call.
Set ready/not-ready state
Used to toggle between ready and not ready state.
Agent enters his/her extension in Work Edit box and press login button to login.
This button is enabled only in not ready state. Used to logout from Siebel CTI Toolbar.
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.
Hide show Call Variables section
Call variables section can be hid using this button or it can be shown by this button.
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.
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.
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
OUTBOUND CALL ALERTING
CONSULT CALL ACTIVE
RESERVED STATE (for Outbound Campaigns)
LOGGED OUT STATE
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.
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 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.
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.
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.