Teleset and Configuration Settings

The following are the communications preferences in the Teleset and Configuration category. These preferences apply to users who are part of a communications configuration. Such users typically handle voice calls using Siebel CTI, or handle other types of inbound work items through the communications toolbar.

The first two options described apply only to agents who handle voice calls using Siebel CTI.

• Teleset. Lets the agent specify the teleset to use the next time the agent logs in.

  The telesets an agent can choose from are those that have been associated with the agent. These telesets were specified when the teleset, agent, and extension data was entered in the views in the Administration - Communications screen. The Standard Extension field lists extensions for the currently selected teleset.

  An agent can choose a teleset from the Teleset field only if at least one teleset has been associated with the agent, and the agent is not using a hoteling teleset.

  If the agent has logged into a hoteling computer, then the current hoteling teleset is shown in this field; the agent cannot change it.

  Note: After you choose a different teleset and extension, you must log out and log in again in order for the new extension to be in effect.

  Administrators can find more information under Specifying Telesets.

• Standard Extension. Lets the agent specify the standard extension to use, from the teleset selected in the Teleset field, the next time the agent logs in.

  The available extensions to choose from are those of the current teleset. These extensions were specified when the teleset, agent, and extension data was entered in the views in the Administration - Communications screen. Standard extensions (of type S for standard DN) are listed for each teleset the agent is assigned to, or for each hoteling teleset.

  If the agent is using a computer associated with a hoteling teleset, then the extensions of this teleset are shown in this field.

  Note: After you choose a different extension, you must log out and log in again in order for the new extension to be in effect. Administrators can find more information under Specifying Telesets.

• Configuration. This option specifies which communications configuration is in effect for the agent.

  This field lists all configurations with which the agent has been associated. If this option has not previously been chosen, then the default configuration displayed here is the agent’s primary configuration, as specified by the administrator. Otherwise, the configuration displayed is the last configuration used.

  Although an agent can be specified for multiple configurations, only one configuration can be in effect at one time.

  Note: After you choose a different configuration, you must log out and log in again in order for the new configuration to be in effect. Just before you log out to end a session for any configuration that is not your regular configuration, change this field back to the configuration that you regularly use. Administrators can find more information under Specifying Agents.