A telephony driver of the Oracle Telephony Adapter Server developed specifically to integrate Oracle Interaction Center to a specific switch and CTI middleware platform. Oracle develops adapters for certified switch and middleware combinations. Third-parties can use the Oracle Telephony Adapter SDK to develop adapters for switch and middleware combinations that are not certified by Oracle. Typically, each adapter is developed to integrate only with the telephony system of a specific manufacturer.
ACD
Automatic Call Distribution, systems designed to automatically answer, queue and route incoming calls to interaction center agents. An ACD differs from a PBX in that while a PBX allows users to share a limited number of telephone lines, an ACD has at least one telephone line for each agent.
ANI
Automatic Number Identification, a service, similar to caller ID, that long distance carriers provide to identify the calling party's telephone number.
blind transfer
A call transferred from one person to another and completed without the receiving party first answering the call (that is, no consultation call is established).
canonical phone number
A standardized telephone number of the format:+<country code> (<area code>) <local exchange>-<subscriber number>For example: "+1 (555) 123-4567" is a United States (+1) telephone number within the 555 area code.
DNIS
Dialed Number Identification Service, a feature of 800 and 900 lines that identifies the called number to a telephony system, which routes the call to the correct extension.
dynamic route
A route that is based on a PL/SQL query.
enhanced passive mode
A routing mode in which standard ACD/PBX routing and distribution of calls to call center agents occurs with Oracle Advanced Inbound Telephony monitoring ACD/PBX route points to allow classification of calls for targeted screen pops, inbound call queue counts and tracking of calls that are abandoned at the route point for reporting by Oracle Interaction Center Intelligence. Specific ACD/PBX configurations are required to ensure that inbound calls pass through a ACD/PBX route point that is monitored by Oracle Advanced Inbound Telephony.
external data variable processing
A simpler alternative to the IVR Integration feature for capturing data collected in an IVR or a PBX's built-in call processing system (such as Avaya's vectoring capability) and passing that data to Oracle Advanced Inbound Telephony for call classification, routing, and screen pops.
Interaction Center Server Manager (ICSM)
The only server process that is required to be explicitly started on each target machine, ICSM is responsible for starting, stopping and monitoring all the other Oracle Advanced Inbound Telephony server processes. The ICSM server processes are controlled by the Interaction Center Server HTML Administration.
Inbound Telephony Server
The Oracle Interaction Center server that handles inbound telephony interactions. ITS supports the following features:
(Active mode only) ITS enables enterprise data-based routing by listening for route queries offered by the CTI middleware and responding to them to instruct the switch where to route the call.
ITS monitors calls arriving at route points
ITS detects calls that are abandoned at route points
interaction center server
Any interaction center server, such as Oracle Interaction Queuing and Distribution, Oracle Universal Work Queue, Oracle Routing Server, and Oracle Inbound Telephony Server.
IVR
Interactive Voice Response, an automated system that, in response to incoming telephone calls, plays a recorded message that gives callers the option of pressing telephone buttons to route the call to one or more extensions.
JDBC
Java Database Connectivity, part of the Java Development Kit that defines an application programming interface for Java for standard SQL access from Java programs to databases.
media item
A representation of a telephone call, e-mail, Web callback or other type of media.
monitoring
The ability to view server status.
multi-site
Interaction centers that work together across multiple physical locations.
multi-site routing
The ability to route a call to agents who are located across multiple sites.
multi-site queuing and distribution
A single system storing and maintaining agent queues across multiple sites.
Oracle Advanced Inbound Telephony
The Oracle E-Business application that is required to telephony enable business applications in the Oracle E-Business Suite. The server architecture of Oracle Advanced Inbound Telephony is scalable to run interaction centers with a single physical site or multiple sites. The Oracle Advanced Inbound Telephony bundle consists of the following products: Call Center Technology, Oracle Universal Work Queue, Oracle Telephony Manager, and Oracle Interaction Blending.
Oracle Advanced Outbound
The Oracle E-Business application that provides the outbound telephony capability corresponding to Oracle Advanced Inbound Telephony.
Oracle Interaction Center
A group of server processes that serves as the telephony-enabling foundation of Oracle E-Business Suite applications.
Oracle Telephony Adapter Server
The CTI adapter server that substitutes for Oracle Call Center Connectors. Oracle Telephony Adapter Server encompasses one telephony adapter per switch.'
Oracle Telephony Manager
The Oracle Interaction Center application that performs queuing, routing and distribution of media items.
package
Groups of procedures, functions, variables and SQL statements grouped together into a single unit.
passive mode
A routing mode in which standard ACD/PBX routing and distribution of calls to call center agents occurs. Oracle Advanced Inbound Telephony becomes aware of the call through CTI when the call rings at the agent's teleset. Oracle Advanced Inbound Telephony does not monitor or control any ACD/PBX route points in this mode.
PBX
Private Branch eXchange, a telephone system within a company or other organization that switches calls between the company's users and allows them to share a number of outside telephone lines. In passive mode, calls are routed by the PBX.
route point
A point from which inbound calls are queued and routed. Route point refers to Avaya VDN, Nortel CDN/ACDN, Aspect DID DNIS, and so on.
scalability
A measure of how well a software or hardware product is able to adapt to future business needs.
screen pop
A user interface presentation of customer data and product and service information that appears on an interaction center agent's monitor simultaneously with the customer's incoming telephone call.
site
A single geographic location where an interaction center is located. A site typically has a PBX and CTI middleware installed.
skill-based routing
A dynamic call routing intelligence that delivers inbound calls to an agent who is appropriately skilled to meet the needs of the caller.
softphone
A functional GUI representation of a telephone that is displayed on interaction agents' monitors.
Software Development Kit (SDK)
Software that is provided by software vendors to allow their products to be used with the products of other software vendors.
static route
A route that is based on cached data.
super group
The topmost, parent server group in a hierarchy of server groups.
switch simulator
A process that uses Envox CT Connect middleware to simulate a Nortel switch and the connection and message behavior of the Oracle Telephony Adapter Server. The switch simulator makes it possible to set up an interaction center without connecting to a real switch. The server architecture is configured as Switch Simulator <==> OTAS <==> ITS /IQD/OTM <==> UWQ.
Wait Time
The time between the Call Birth Time (database system time) and the time the call comes to the agent's softphone (database system time). The two values must be both database system time, otherwise the wrong Wait Time will be generated.
Web callback
An outbound call made by an agent in response to a request for assistance that a customer has made on the business's Web site.