Using Avaya Agent With Siebel - Avaya Interaction Center User Manual

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If your contact center uses Avaya Agent with a Siebel eBusiness Application, you can use most of
the instructions in previous chapters. However, some Avaya Agent tasks function differently with
Siebel eBusiness Applications. Those tasks are presented in this chapter.
The chapter includes the following topics:
Comparing Avaya IC and Siebel Terms
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Logging In to Siebel Call Center
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Answering Contacts with Siebel Call Center
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Viewing Contact Information with Siebel Call Center
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Note: The examples and illustrations in this chapter use the out-of-the-box implementation of
Avaya Agent and Siebel Call Center. If your contact center uses a different Siebel eBusiness
Application, contact your administrator for help with the custom implementation.
If you have Siebel Call Center in your Avaya Agent desktop, whenever you answer a contact
(Voice, Email, or Chat) in Avaya Agent, the contact information is displayed in Siebel Call Center.
You then enter and save information about the contact in Siebel Call Center. When you close the
Avaya™ Interaction Center (Avaya IC) contact, Avaya Agent maintains a history for the contact
and links it to the activity and contact record in Siebel Call Center.
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