Chat and Mail

Configure Media Manager

Reroute On No Answer (RONA) for Email and Chat

If an agent does not accept an offered email or chat, the task is automatically rerouted back to the same CCE/CCH Dialed Number / Script Selector where the initial routing happened. For email and chat the RONA-duration must be configured in MediaManager. This is achieved with the following configuration setting:

Key	Ini-Default	Range	Description
RONA_TIMEOUT	30	-	Duration in seconds the MediaManager waits before a non-answered task is taken away from the selected agent and put back into the queue. This value is specified in seconds. 0 = deactivated

reporting limitations

CCE/CCH reporting does not list email and chat RONA.

Configure Chat Connector

Support different languages for chat messages

In order to support UTF-8 Multibyte special characters (e.g. Hebrew), the ChatConnector uses URL-encoding/decoding.

To enable this feature, following parameter has to be set in the '[core]' section of the b+s ChatConnector configuration ini-file:

...

[Core]
...
UrlEncodeChatMessages=true

...

chat client requirements

Supported with Connects for Siebel v2.3.1 Used chat client requires the support of URL-encoded/decoded chat messages

Configure Routing Queues

Configuring Routing Queues for Email

If login for media channels (email, chat) is enabled (i.e. the driver parameter 'EnableMedia' is set to TRUE and at least the "Email-bit" of 'EnableMediaTypes' is set) a list of queues to which the agents can reroute an email task can be defined in Siebel. The Siebel DEF-file shipped with the b+s Connects for Siebel supports Siebel popup applets to select the queues if these configuration values are set. The values are picked from the Siebel database and must be configured as followed:

Step 1: Login as administrator in Siebel

Step 2: Select the "Site Map" button

Step 3: Use the search function of your browser and search for "LOV" to find the "LOV Explorer"

Step 4: Click the "Query" button and enter the value "REROUTE" into the text field and press "Go"

Select "Type" in the dropdown and enter the value "REROUTE" into the text field and press the "Arrow"-Button

Step 5: Configure routing queues

Enter new type 'REROUTE_QUEUE' and add your existing queue values to these type.

field Code value requires dialed number

The field Code must be a value of an existing CCE/CCH dialed number string / script selector.

Configuring Routing Queues for Chat

If login for media channels (email, chat) is enabled (the driver parameter 'EnableMedia' is set to TRUE and at least the "Chat-bit" of 'EnableMediaTypes' is set) a list of queues, to which the agents can reroute a chat task to, can be defined in Siebel. The Siebel DEF-file shipped with the b+s Connects for Siebel supports Siebel popup applets to select the queues if these configuration values are set. The values are picked from the Siebel database and must be configured analogous to the email "LOV" values described above with the only difference that the used LOV type is 'CHAT_TRANSFER_QUEUE'.

Siebel DEF-File

Screen Pop on Accepted Email

A common customization is to pop up the mail to the agent, when the agent accepts it. The sample Siebel definition file shipped with the Connects for Siebel already contains the necessary configuration for this use case as documented in the following extract:

[EventHandler:MailAnswered]
    Order = "1"
    DeviceEvent = "TaskStarted"
    Response = "OnMailAnswered"
    Filter.channel = "Mail"

    [EventResponse:OnMailAnswered]
        QueryAfterAnswer = "TRUE"
        QueryBusObj = "eMail Response"
        QueryBusComp = "Action"
        QuerySpec = "Id = '{mediaURL}'"
        SingleView = "Inbound Item List View"
        ServiceMethod = "Persistent Customer Dashboard.Update Dashboard from CTI"
        ServiceParam.BuscompName = "Action"
        ServiceParam.Field = "Id"
        ServiceParam.Value = "{mediaURL}"
        ;Update of 'routed' state ("02") MUST be suppressed on RoutingAdapter
        SingleField.'MCA_RoutingStatus'= "02"
        SingleField.'Planned' = "{@Now}"
        SingleField.'Primary Owned By' = "{@UserName}"
        SingleField.'Started' = "{@Now}"
        Log = "OnMailAnsweredLog"

        [EventLog:OnMailAnsweredLog]
            WorkTrackingObj.mediaType = "Email"

Offer/Accept Chat

ChatOffered

The 'ChatOffered' event handler displays the text '"Chat request from {whatever you capture as nickname and stored in VP.Nickname}"'.

[EventHandler:ChatOffered]
    Order = "2"
    DeviceEvent = "TaskOffered"
    Response = "OnChatOffered"
    Filter.channel = "Chat"

    [EventResponse:OnChatOffered]
        QueryAfterAnswer = "TRUE"
        Log = "LogChatOffered"

        [EventLog:LogChatOffered]
            ServiceMethod = "Communications Client.ShowStatusText"
            ServiceParam.Text = "Chat request from {VP.Nickname}"
            Comments = ""
            WorkTrackingObj.mediaType = "Chat"

ChatAccepted

Here is an example for a 'ChatAccepted' event handler.

[EventHandler:ChatAccepted]
    Filter.channel = "Chat"
    Comments = "Chat"
    Filter.SYS.IsChatTransfer = "False"
    DeviceEvent = "TaskStarted"
    Response = "ChatAccepted"
    Order = "0"

    [EventResponse:ChatAccepted]
        Log = "ChatAcceptedLog"

        [EventLog:ChatAcceptedLog]
            AfterWork.'ACD Call Duration' = "{@WorkDuration}"
            BusComp = "Action"
            BusObj = "Action"
            LogField.'Call Id' = "{SYS.InteractionId}"
            LogField.'Email To Line' = "{sender}"
            LogField.Description = "Inbound Chat"
            LogField.Display = "Activities Only"
            LogField.Type = "Chat - Inbound"
            ServiceMethod = "Workflow Process Manager.RunProcess"
            ServiceParam.AccountName = "{SUB.CUSTOMER}"
            ServiceParam.ActivityId = "{@WorkObjectID}"
            ServiceParam.InteractionId = "{SYS.InteractionId}"
            ServiceParam.ProcessName = "Chat Standard Accept Process - v3"
            ServiceParam.SRNumber = "{SUB.SRNumber}"
            ServiceParam.WorkID = "{SiebelWorkItemID}"
            ServiceParam.emailAddress = "{sender}"
            ServiceParam.firstname = "{VP.Nickname}"
            ServiceParam.lastname = "{VP.LastName}"
            ServiceParam.phoneNumber = "{VP.PhoneNumber}"
            WorkTrackingObj.ChatId = "{taskid}"
            WorkTrackingObj.InteractionId = "{SYS.InteractionId}"

predefined variables in chat connector

All {VP.xxxx} variables in this example are predefined in ChatConnector configuration and provided by CCE/CCH RunExternal-script queries.

Receiving a Chat Message

[EventHandler:ChatMessageReceived]
    Filter.channel = "Chat"
    Comments = "Chat"
    DeviceEvent = "ChatMessage"
    Response = "ChatMessageReceivedResponse"
    Order = "2"

    [EventResponse:ChatMessageReceivedResponse]
        ServiceMethod = "Chat UI Business Service.ReceiveMessage"
        ServiceParam.InteractionId = "{SYS.InteractionId}"
        ServiceParam.message = "{message}"

RoutingAdapter

Customizing Siebel for Routing ERMS emails

This chapter briefly explains what needs to be customized in Siebel to route emails. Skip this chapter if you do not intend to use the ERMS email routing feature of the b+s Connects for Siebel. Ask an Oracle Siebel administrator or developer for assistance if you are not familiar working with Siebel Tools.

The following sequence diagram provides an overview of how ERMS email routing works:

To route emails with Siebel and the b+s Connects for Siebel RoutingAdapter some customization is required:

STEP 1: Create a new project in Siebel Tools.

1. Import the Siebel RoutingAdapter's WSDL

2. Add specific fields to the Business Component Action

3. Add an 'UpdateTask' and a 'BS Action_IO' Integration Object

4. Import Siebel Workflows

5. Compile and update the Siebel Resource File (.srf)

STEP 2: Update of the Siebel Web configuration

1. Activation of the imported Siebel Workflows

2. Import a Data Map

3. Import of an Inbound Web service

4. Import of an Outbound Web service

5. Configuration of a Response group

A detailed description of the steps listed above can be found in the Siebel RoutingAdapter Web Service chapter.

Customize Siebel for Chat Routing

Refer to Chat Configuration for detailed information about the configuration of the chat channel and the required Siebel customizations by using Siebel Tools. Skip this step if you do not intend to use the chat channel with the b+s Connects for Siebel. Ask an Oracle Siebel administrator or developer for assistance if you are not familiar working with Siebel Tools.