Business Application Considerations
This chapter covers the following topics:
Special Ready/Not Ready State Requirement for Oracle Universal Work Queue Get Work Model
Some special considerations are necessary when implementing Oracle Telephony Adapter SDK with certain Oracle E-Business Suite applications. Refer to the following instructions whenever the implementation involves any of the applications listed in this section.
When an agent logs in to Oracle Universal Work Queue, the agent is put into an Idle state in which the agent receives only unsolicited calls, such as directly transferred calls. The agent can change from the Idle state to the Get Work state by selecting Get Work. In the Get Work state, the agent is available for the next work item, and remains in this state until receiving a work item, such as an inbound call. When the agent receives the call, the state is changed to Work in Progress. The Work in Progress state is similar to Idle in that the agent receives only unsolicited work. From the Work in Progress state, the agent can either change to Idle by first using Cancel Media and then End Interaction, or change to the Get Work state by using End Interaction. While in the Get Work state, if the agent completes the state change before receiving a work item, then the agent can change to Idle by using Cancel Media.
Oracle Universal Work Queue requires that when an inbound call is released, the agent must not receive another inbound call until the agent selects End Interaction / Next Call. This requirement can be fulfilled in one of the following ways.
Programmatic
For ringing or established events, set the agent to NotReady (or an equivalent state), while making sure that the call does not get hung up because of an agent state change. Make sure the agent remains in NotReady (or an equivalent state) after the call is released.
Switch and Middleware Configuration
Configure the switch and middleware to automatically put an agent to NotReady (or an equivalent state) immediately after a call is released. Make sure the agent is not automatically set back to Ready after a specified timeout. The switch AutoReady is not compatible with the Oracle Universal Work Queue GetWork model.
Combined
Configure the switch and middleware combination to automatically put an agent in the NotReady state (or an equivalent state) immediately after a call is released. If this switch and middleware feature also automatically sets the agent back to Ready after a specified timeout, then the adapter code should also set the agent to NotReady (or an equivalent state) on released events so that the timer is canceled and the agent is not automatically set back to Ready.