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Web Notifications for Siebel CTI (Doc ID 2116960.1)

Last updated on APRIL 13, 2021

Applies to:

Siebel CRM - Version 15.8 [IP2015] and later
Information in this document applies to any platform.

Purpose

When Siebel CTI or Chat agents are using Siebel Contact Center to manage their customer communications, sometimes they may need to temporarily look up other applications or browsers for other work. In these cases Siebel browser may get either minimized, or hidden behind other application or browser windows. If there is an incoming call or chat, there need to be a visual notification at desktop so agents won’t miss customer calls or chats.

Web Notifications for Siebel CTI

This feature is designed to provide visual notifications to agents where there are incoming calls or chats. Here are a few examples of visual notifications:

Siebel CTI Web Notifications feature is based on the standard Web Notifications API (http://www.w3.org/TR/notifications/). It is designed for end-user notifications and can alert user outside the context of a web page of an occurrence. Web Notifications API is recommended by World Wide Web Consortium (W3C), an international community that develops open standards to ensure the long-term growth of the Web.

Siebel solution integrates Web Notifications API with Siebel CTI and Chats, so when Siebel application browser is minimized or hidden behind other application windows, an alert window will pop up to notify agents about incoming calls or chats. Clicking inside the notification window may bring Siebel browser to the front (note: certain restriction may apply.)

Scope

Applicable Releases

Details

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In this Document
Purpose
 Web Notifications for Siebel CTI
Scope
 Applicable Releases
Details
 IE Browser Add-on
 Supported Usage Flow
 New Features:
References

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