Oracle Telephony Adapter SDK Developers Reference Guide

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Preface

Introduction to the Oracle Telephony Adapter SDK

Oracle Interaction Center and Oracle Advanced Inbound Telephony

Overview of Oracle Telephony Adapter SDK

Approaching an SDK Project

SDK Concepts

Architecture

Adapter Implementation

Oracle Telephony Adapter API Objects

Development Environment

Minimum Hardware Requirements

Minimum Software Requirements

Oracle Telephony Adapter SDK Components

Installing Oracle Telephony Adapter SDK

Package Contents

SDK for Java

SDK for C

Oracle Telephony SDK Integrated Test Utility

Testing the Telephony Adapter

Starting and Stopping the Test Utility

Using Log Windows

Oracle Telephony Adapter Server

Configuring the Oracle Telephony Adapter Server Log

Configuring Middleware

Starting and Stopping Oracle Telephony Adapter Server

Verification Tool

Configuring the Verification Process

Configuring Agent Information

Starting and Stopping the Verification Tool

TeleDevice Test Utility

TeleDevices

Assigning TeleDevices

Connecting and Disconnecting a TeleDevice

Deassigning a TeleDevice

Viewing Events

Invoking API Methods

Disconnecting a TeleDevice

Launching the Softphone

Closing the Softphone

Switch Simulator

Starting and Stopping the Switch Simulator

Configuring Switch Simulator Server Settings

Configuring Simulated Extensions and Route Points

Configuring the Switch Simulator for Standard or Advanced Integration

Configuring the Switch Simulator for Basic Integration

Javadoc

Deploying the Telephony Adapter

Introduction to Deploying the Telephony Adapter

Basic Integration

Introduction

Architecture

Understanding Basic Integration

User Interface

User Actions and Corresponding Basic Telephony Integration Actions

Software Requirements and Development Strategies

Implementing Basic Integration

Implementing Callouts

Error Reporting

Setting the Mode of a Screen-Pop Form

Implementing Events

Additional Interaction Keys

Deploying Basic Integration

Media Action Configuration

User Profile Configuration

Implementing Basic Web Callback

Testing Basic Implementation

Testing with SDK Integrated Test Utility

Testing with Oracle an Oracle E-Business Suite Application

Sample Code

Switch Simulator

Design

Direct Integration

Introduction to Direct Integration

Callouts

Events

Oracle Advanced Outbound Extension

Advanced Outbound Extension Architecture

Programming Languages

Implementing AnalogExtensionDevice

AnalogExtensionDeviceFactory

AnalogExtensionDevice

AnalogExtensionEventListener

Implementing VduDevice

VduDeviceFactory

VduDevice

VduEventListener

Testing Advanced Outbound Extension

Deploying Advanced Outbound Extension

Business Application Considerations

Special Ready/Not Ready State Requirement for Oracle Universal Work Queue Get Work Model

Diagnostics and Troubleshooting

SDK Integrated Test Utility

Verification Tool

Oracle Telephony Adapter Server Logging

Accessing Oracle Telephony Adapter Server Logs

Configuring Oracle Telephony Adapter Server Logs

Oracle Telephony Adapter Server Startup Sequence

Tracking SDK APIs and Events

Interruption of OTAS and CTI Connection

Common Adapter Errors

Compiling Sample Code

SDK Scope Analysis

Worksheet

Telephony Adapter Test Cases

Test Procedures

Sample Code

Sample Codes for Integration Levels and Extension

Switch Simulator Overview

Sample Adapter Design for Standard and Advanced Integration

Sample Adapter Design for Basic Integration

SDK Qualification Worksheet

What ACD/PBXs are supported?

What, if any, CTI middlewares are supported?

Does the customer already have CTI middleware or a preference for a particular CTI middleware?

How many agents does Oracle Interaction Center have?

How many sites does the customer want to CTI enable?

(Only if # 5 is yes) If the customer wants to enable multiple sites, they want:

Is the customer an existing Oracle E-Business Suite customer?

In which Oracle Advanced Inbound Telephony features is the customer interested?

Does the interaction center have automated outbound dialing? (outbound telesales campaigns)

10. Does Oracle Interaction Center have an IVR?

What is the $US total license revenue?

What is the implementation project time line?

What is the consulting budget?

Glossary

Index