General Preferences

The following are the communications preferences in the General category. These preferences apply to users who are part of a communications configuration. Such users typically handle voice calls using Siebel CTI, or receive inbound work items using Siebel Email Response.

  • Receive Screen Pop. If a user does not want to be the recipient of screen pops upon communications events, such as receiving a new or transferred work item, then the user can clear this check box to disable receiving screen pops.

    If this option is not checked, then no screen pops are received. By default, each user receives screen pops.

  • Send Screen Pop. When this check box is checked, attaching Siebel client context data is enabled for work item transfers and conferences and for internal calls placed by the agent.

    If this option is not checked, then context data is not attached, and no screen pops are sent. By default, each communications user sends screen pops.

    For more information about event responses and requirements for screen pops, see Siebel CTI Administration Guide.

  • Bring Siebel to Front. This user preference provides options that integrate with the Web notifications feature that is supported by many browsers. It can help to notify the agent of an incoming work item and to make it easier to display the Siebel application browser window when needed, so the agent can use the communications toolbar or other application features. Screen pops, if they are enabled, are still generated regardless of the setting of this user preference.

    When the Web notifications feature is supported and has been enabled in the browser by the agent, then a Web notification can be triggered by a session communications event for an incoming work item, such as a voice call or chat. When the agent clicks in the Web notification box, then the browser window in which the Siebel application is running is brought to the front (in some cases).

    Multiple notification boxes will appear if there are multiple incoming work items. Clicking inside any notification box closes all of the existing notification boxes.

    The same settings that trigger the Web notification on an incoming work item also cause the title bar of the Siebel application browser window to flash and to display any custom text that you have specified with the BringSiebelToFrontBrowserTitle parameter. For more information, see Parameters for Communications Configurations.

    Note: The behavior of this feature varies depending on the browser and operating system version. If Web notifications are not supported, then the agent in some cases might need to restore the browser window manually, such as from the taskbar in Microsoft Windows.

    The Bring Siebel to Front options are:

    • On All Incoming Work Items. Triggers a Web notification on all session communications events received at the agent’s computer that represent incoming work items (that is, voice calls and chats). This option is the default and is best for general use by agents running a single instance of the Siebel client.

    • On Matching Events. Triggers a Web notification on session communications events that match that instance of the Siebel client.

      Note: The On Matching Events option must be used only by agents running multiple instances of the Siebel application client that are each enabled for session communications, but that have different settings, such as for language or locales. In such a situation, different event handlers might be defined, for example, for each language or locale. Use this setting only at the instruction of an administrator. Administrators can find more information in the description of the MaxCommToolbars configuration parameter, in Parameters for Communications Configurations.

    • Off. Does not bring trigger a Web notification on any session communications event.

  • Auto Login to Call Center at Startup. When this check box is checked, an agent automatically logs in to the call center’s communications systems when starting the Siebel client or connecting to the Siebel database.

    What the agent logs in to depends on how your communications environment has been deployed and how login commands are configured in the communications configuration. Agents can log in to ACD queues. Automatic login can make it easier for your users to begin receiving inbound work items from these sources.

    Voice agents who are authorized users for more than one teleset might be best advised not to use automatic login, so they can verify which extension they are using before logging in.

    Note: Generally, end users must change this setting only at the direction of the system administrator or call-center administrator.

    Whether this control can be set by agents depends on the setting of the AutoLogin configuration parameter. Administrators can find more information under Parameters for Communications Configurations and Configuring Communications Login and Logout.

  • Message Display Interval. Specifies the length of time, in seconds, that a message displays in the status bar before the communications toolbar. (An example message might be Call from 6505060000.) The default value is 7 seconds.

    Whether this control can be set by agents depends on the setting of the MessageDisplayInterval configuration parameter. Administrators can find more information under Parameters for Communications Configurations.