Using the Communications Toolbar

The communications toolbar, also called the CTI toolbar and located on the communications panel, allows you to manage many types of inbound and outbound communications work items. Channel types can include voice, email, fax, wireless message, and others.

Supported channel types depend on the Siebel and third-party products your company is using and on your job function. Your company might support types of communications work items not listed here.

You can configure the toolbar buttons based upon the Siebel modules and third-party communications systems available to you. The communications toolbar is used by various Siebel modules that support communications functions.

Administrators can customize the communications toolbar — for example, modify the command a button invokes, add buttons for new commands, or modify the display of the communications toolbar within the communications panel. Agents can also modify the display of elements within the communications panel. For more information, see Siebel CTI Administration Guide.

For more information about using the communications toolbar, see the following topics:

Displaying the Communications Panel and the Communications Toolbar
Communications Toolbar Controls describes the controls that appear on the communications toolbar.
CTI Toolbar describes the key tasks that you can perform using the controls on the communications toolbar.

Note: If a record is being created or edited, and has not been committed, then clicking a button on the communications toolbar might not perform the function correctly. You cannot save the record if some required fields have not yet been filled in appropriately. Before performing an action such as to transfer a call (and send a screen transfer), agents must complete and commit all changes or undo the record, as appropriate.