Avaya Interaction Center 6.0, User Manual, Page: 208 / 220

Chapter 9 Using Avaya Agent with Siebel
208 Avaya Agent User’s Guide
To perform a manual screen pop on an Avaya IC contact:
n
Press Alt+S.
OR
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Right-click a grey area of Avaya Agent and click Screen Pop from the pop-up menu, as shown
in the following illustration.
If you only have one contact, Avaya Agent automatically displays a screen pop. If you have more
than one contact, Avaya Agent opens a dialog box where you can choose from a list of all contacts
in your task lists.
Updating a Siebel Contact Record
If your contact center has no previous record for a Siebel contact, Avaya Agent uses a pop-up of a
contact record and associated activities called Unknown Contact in Siebel Call Center. The
Unknown Contact information appears in the Contact area, as shown in the following illustration:
You update the Unknown Contact record to ensure that Avaya Agent can maintain a contact
history for the Siebel contact. How you create the new record depends on the type of contact. For
telephone and email contacts, where Avaya Agent has a telephone number or email address, you
can update the record in Siebel Call Center. For chat contacts, where Avaya Agent knows the new
customer only as “guest,” you create a user with the Prompter pane of Avaya Agent.
Note: If you are unable to update a Siebel contact record, contact your administrator for
assistance. This task may not be available to you.
Click this menu option to
perform a screen pop