Siebel CTI user stop receiving Chat from Contact Center Anywhere after no answer an incoming chat, how to alert the user he is in OnBreak status in Contact Center Anywhere. (Doc ID 1680578.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Contact Center Anywhere - Version v8.1.3 FP9 to v8.1.3 FP.12 [Release V8]
Siebel CTI - Version 8.1.1.1 SIA [21211] to 8.1.1.11 SIA [23030] [Release V8]
Information in this document applies to any platform.

Goal

How to alert a Siebel CTI user that is working with multiple Chat windows that he has been put on Not Ready status that is in Contact Center Anywhere ACD Status  On Break and User Status No Answer that will prevent the user to receive new incoming chat ?

Currently the Siebel CTI Toolbar show the user on Not Ready status, but this is the same status when he has a Chat running. In CCA the ACD Status is Busy, but the CCA still route new incoming chat up to the maximum number of chat defined for the user in CCA Application. So when the user uses Siebel CTI Toolbar and not the CCA Interaction Manager he cannot easily identify that he is now on a status that prevents CCA to send new incoming chat when handling multiple chat session simultaneously

Solution

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms