Communications Toolbar Controls

The communications toolbar controls work together to allow you to perform communications tasks within your Siebel application. The toolbar controls have ToolTips, so you can point to any control to learn its name or to determine its current state or availability:

Note: All communications features in the Siebel application user interface are subject to the configuration decisions for your company’s implementation.

  • Channel Type Indicator. Indicates the channel type of the active work item, such as email, phone, and so on. If there are no active work items, then the icon is blank.

  • In-Queue Time Indicator. Indicates, in the ToolTip text, how long the active work item has been assigned to you (in-queue time).

  • Elapsed Time Indicator. Indicates the working time for the active work item, in the form HH:MM:SS, where HH is the hours, MM is the minutes, and SS is the seconds. This is the time elapsed since a work item became active, such as when an inbound call was answered.

  • Text Input Field. Allows you to enter data such as the extension of a person to whom you want to transfer a voice call or the extension of a person to whom you want to make a new call. In some hoteling implementations, you might also enter the local computer’s host name in this field before logging into the communications system.

    Note: Keyboard shortcuts for communications commands do not use as input any data entered into this field.

  • Initiate Work Item. Allows you to initiate a communications work item. Use the pop-up menu to initiate a work item of a given channel:

    • Make Call (voice or phone channel)

    • Send Email (email channel)

    • Send Fax (fax channel)

    • Send Wireless Message (wireless message channel)

    • Send Page (pager channel)

  • Accept Work Item. Indicates the channel type of an active inbound communications work item that has arrived. You can click the main button to accept the work item, or use the pop-up menu.

    • Accept Call (voice or phone channel)

    • Accept Email (email channel)

    • Accept Chat (chat channel)

    • A multichannel icon indicates that work items of multiple channels have arrived, such as a voice call and an email message. Use the pop-up menu to accept an individual work item of a specific channel.

  • Release Work Item. Allows you to release or disconnect the active work item.

  • Blind Transfer. Allows you to perform a one-step transfer of a work item such as a voice call.

  • Consultative Transfer. Allows you to initiate and to complete a two-step transfer of a voice call.

  • Conference. Allows you to initiate and to complete a conference call.

  • Retrieve Call. Allows you to retrieve the original call when the intended recipient declines a consultative transfer or conference call.

  • Pause Work Item. Allows you to pause the active work item, such as to put a voice call on hold.

  • Work Items list. Allows you to select a paused work item on which to resume work.

  • Resume Work Item. Allows you to resume work on a paused work item selected from the Work Items list.

  • Forward Work Items or Cancel Forward. Allows you to forward inbound work items, such as forwarding voice calls to a different extension, and to cancel forwarding.

  • Change Ready State. For each supported inbound channel type, allows you to specify that you are unavailable to accept work items (Not Ready state), or that you are available again (Ready state). Use the pop-up menu to change the state for a specific channel. For example:

    • Ready or Not Ready for Call (voice or phone channel)

    • Ready or Not Ready for Email (email channel)

  • Log In. Allows you to log in to a communications system such as an ACD queue.

  • Log Out. Allows you to log out of a communications system such as an ACD queue.