Viewing Contact Information With Siebel Call Center - Avaya Interaction Center User Manual

The Activity area includes the details about the contact provided by Avaya Agent and a link,
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under Activity Type, to the contact in the Web Agent.
4 Search the Siebel Call Center for customer activity records that match the information by Jane
Connor.
For the purposes of this example, you do not find an activity record for Jane Connor.
5 In the Text Entry area of the Web Agent, respond to Jane Connor by asking her for more details.
Ask her whether she ever had this problem before.
6 Click Say to send your response to Jane Connor.
Jane Connor responds with the requested details, saying that she never had any problems with
the product before.
7 Avaya Agent links the activity in Siebel Call Center to Jane Connor's current contact and
begins a contact history for Jane Connor.
8 You find the answer to Jane Connor's question in the Self-Service FAQ, including the location
of the information on your company Web site. You type the URL to the Web page in the Text
Entry area of the Web Agent and click Send URL.
9 To end the chat contact, you click Wrap and record the wrap-up information for the contact.
Siebel Call Center closes the activity. Avaya Agent closes the contact and saves the contact
history details in the Avaya™ Interaction Center database.

Viewing Contact Information with Siebel Call Center

Siebel activities and associated Siebel contact records are linked to an Avaya IC contact by Avaya
Agent. When you wrap up a contact, Avaya Agent saves certain details of that contact in IC
Repository, including:
Type of contact (Voice, Email, or Chat)
n
Date and time that the contact was received
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Subject line (for email and chat contacts)
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A unique tracking number
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If you receive a contact from the same Siebel contact, Avaya Agent does the following:
Displays a screen pop of the Siebel contact in Siebel Call Center, filling the Contact and
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Activities areas with the contact information.
Displays details of the current Avaya IC contact in a tab of the EDU Viewer in Avaya Agent.
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Displays details of previous contacts from the Siebel contact in a tab of the Contact History
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Browser in Avaya Agent.
Viewing Contact Information with Siebel Call Center
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