Agent Guide

Overview

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

Siebel CTI Toolbar 

The Siebel CTI Toolbar is explained below:

Siebel CTI Toolbar Controls

Agent States & Siebel CTI Toolbar Controls

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

Enabling Siebel CTI Toolbar

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

Login to CTI Toolbar

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

The agent enters an extension in the Work Edit box and clicks the Login button to log in to the CTI Toolbar. Agent goes to Not Ready State as shown below:

Now, all controls of Not Ready State are visible.

Make A Call

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

The agent can only release a call when the call is initiated. Upon receiving the call on the other end, the CTI toolbar looks like as follows:

Please note that the “Work Edit List” shows current work in progress. This also shows the “->” sign with active call which means that the call is in a talking state.

Hold & Resume Call

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

Now, the agent can click the resume call button to resume the call. 

There is no “->” sign in the Work Edit List at the moment as the agent is not in a talking state.

Release Call

During an active call (either the agent is talking or in a hold state), the agent can release a call. As the agent releases a call, he/she goes to the same state he/she was in before making the call. Normally, this is a “Not Ready” state as the agent can make a call only in a Not Ready State. Not Ready Reason Code is shown on the CTI toolbar message as follows:

Click the Refresh toolbar button. Upon refreshing, the CTI toolbar displays user time elapsed in this state as follows:

Now user goes to the Ready State by toggling the Not Ready/ Ready button.

Receive Incoming Call

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

Note

The call variables section is shrunk in this case,

The agent can click the update button to load call variables as follows:

After receiving an incoming call, from the CTI toolbar looks like as follows:

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Blind Transfer Call

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

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

The agent selects a reason and clicks OK, Not ready state with the reason code is shown in the CTI toolbar message.

Logout from the CTI Toolbar

The logout button is enabled, now. The agent can logout using this button, Logout reason codes LOV pops up upon clicking this button:

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

Consult & Conference Call

An agent can make a consult call when a call is active:

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

The Conference call button is enabled, now. An agent can conference call to the same agent he made a consult call to. There is no need to enter an extension in the work edit box in the case of a conference call.

Unexpected Scenarios

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