Comparing Avaya Ic And Siebel Terms; Logging In To Siebel Call Center - Avaya Interaction Center User Manual

Comparing Avaya IC and Siebel Terms

The Avaya™ Interaction Center (Avaya IC) and Siebel eBusiness Applications use the following
similar terms that are applied differently in the two systems:
Term in Avaya IC
Customer
Contact

Logging In to Siebel Call Center

The Login dialog box for Avaya Agent has several tabs, including one for your Siebel application.
When you enter your login ID and password to log in to Avaya Agent, the information is
automatically entered into the other tabs. Your Siebel application automatically opens and
minimizes.
If you have a login ID or password for Siebel Call Center that is different from the login ID or
password for Avaya Agent, you enter the Siebel login ID and password in a tab of the Avaya Agent
Login dialog box.
Note: For information about your login ID and password, see your system administrator.
To log in to Siebel Call Center with a different login ID and/or password:
1 Click Start > Programs > Avaya Interaction Center 6.0 > Avaya Agent.
If you have an Interaction Center application icon on your desktop, you can start Avaya Agent
by double-clicking the icon.
2 Enter your Avaya Agent login ID and password in the Avaya Agent Login tab.
3 In the Siebel Application tab of the Avaya Agent Login dialog box, enter your Siebel login ID
and password.
Term in Siebel
eBusiness Description
Applications
Contact Person initiating the interaction into Avaya Agent.
Activity A single interaction with an Avaya IC customer, in any of the
following media channels:
n
Telephone call (Voice contact)
n
Email message (Email contact)
n
Chat session (Chat contact)
With Siebel eBusiness Applications, the term Activity also
includes any interaction or any action performed for a contact
(or any other object in Siebel).
Comparing Avaya IC and Siebel Terms
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