This chapter covers the following topics:
Prior to creating and administering users for Oracle Advanced Outbound Telephony, you must understand the types of users required.
From an Oracle Applications perspective, you must define users that can log into an Oracle Applications session, and assign each user with the appropriate responsibility or responsibilities to perform a particular set of functions.
At minimum, for each implementation, you will need to define two types of users:
An administrator user
An interaction center agent user (typically an employee in the enterprise)
An administrator must have access to functions that the typical interaction center agent will not, and administers users and applications across the broad spectrum. For example, one function of an administrator is to create agent users. This necessitates the creation of an administrative user as the first step.
To successfully implement Oracle Advanced Outbound Telephony you must create at least one administrator user. If you do not want one user account to have access to multiple Oracle applications, you can create several administrator users and assign each the appropriate responsibility. To create your administrator user, you should use the seeded (usually "sysadmin") login to access the Self-Service Login URL, which is also referred to as the Forms Login.
The administrator user does not need to be an employee in the database. However, if the administrator user is an enterprise superuser that will perform work in CRM applications as well as administrative tasks with the same login, then the administrator user must also be created as an employee in the database.
For Oracle Advanced Outbound Telephony implementation, you will need to create an administrator user with all the following responsibilities (or separate administrator users for each of the following responsibilities):
System Administrator
Create and administer Oracle Applications users
Set and modify system profile options
Assigning or changing roles
HRMS Manager
Create employees in the enterprise database (if Oracle HRMS is installed)
CRM Resource Manager
Create employees in the enterprise database (if Oracle HRMS is NOT installed)
Import employees from the enterprise database as CRM resources
Call Center HTML Administration
Manage multiple aspects of interaction center, including: ICSM, and UWQ Media Actions, assigning Interaction Center parameters (server group, middleware, etc.).
Oracle Marketing Campaign WorkBench SuperUser
Manage Oracle Marketing campaigns and campaign activities
Oracle Marketing Audience SuperUser
Manage Oracle Marketing lists and target groups
Oracle Advanced Outbound Telephony Administrator
Manage Oracle Advanced Outbound Telephony operations
Advanced Outbound Performance Monitor
Monitor Call Center Performance
Interaction History
Create outcome, result, and reason codes
Sales Online Super User
Assign Agents to campaigns or campaigns to agents
As well, the administrator user must belong to a valid sales group to access certain tabs within the Oracle Marketing Application. The specifics of creating this group will be discussed in the Creating a Sales Group Topic.
Agent users will typically have access to at least one Oracle business application, and many enterprises will require these users to be members of the enterprise database.
The Agent user must be assigned one or both of the following responsibilities:
TeleSales Agent
Allows agent level access to Oracle TeleSales.
Collections Agent
Allows agent level access to Oracle Advanced Collections
The agent user can be assigned to a resource group to eliminate the need to assign campaign activities to agents on an agent-by-agent basis. Instead, you can assign the appropriate agents to a resource group, then assign a campaign activity to the entire group. The specifics of creating a resource group are discussed in the Creating a Resource Group topic.
As well, there are specific agent user profile options that must be set before the agent can use either of the business applications. The configuration of these profile options is discussed in the Setting User Profile Options for Outbound Telephony topic.
There are six specific tasks associated with creating and administering users for Oracle Advanced Outbound Telephony:
Creating an Employee in the Enterprise Database
Enterprises using Oracle Human Resources Management Systems (HRMS) must create employees with this application. For enterprises not using HRMS as their human resources application, employees must be created using CRM Resource Manager.
Use this procedure to create an employee in Oracle Human Resource Management
Self Service Login URL
<country> HRMS Manager (for example US HRMS Manager if in the United States)
Click People > Enter and Maintain.
The Find Person window appears.
Click New.
The People window appears.
Enter the information for the new person.
The following fields are required:
Last (Name)
Gender
Type (select Employee)
Date of Birth
Social Security Number (if using US HRMS)
Employee (Number) - If the Employee field is inactive, then Oracle HRMS is set up to automatically generate the employee number when the record is saved.
Other fields may be required depending on how your enterprise has set up Oracle HRMS. In addition, when you save the record, you may receive one or more messages that explain the consequences of leaving certain fields blank.
From the File menu, click Save.
You may close the People window.
Note: If the Employee field is inactive, then Oracle HRMS is set up to automatically generate the employee number when the record is saved.
Creating a User and Linking the User to the Employee
The process of creating Oracle Applications users includes the following tasks:
Creating a user name - This user name will be used to log in to Oracle Applications (either the Self Service Login URL or the HTML Login URL).
Linking the user to the employee created in the Creating an Employee in the Enterprise Database topic.
Setting a password for the user - A password is required in addition to a user name when logging in to Oracle Applications. The password you set in this procedure must be changed the first time you log in as the user you create.
Assigning responsibilities to the user - The ability to perform tasks in the forms application depends on the responsibility you select. A responsibility is a level of authority in Oracle Applications that lets you access only those Oracle Applications functions and data appropriate to fulfill your role in an organization. In essence, a responsibility is a map that identifies a resource (user) and provides that resource with an association to specified functionality.
Each responsibility allows access to:
A specific Oracle application or group of Oracle applications.
A set of books, such as U.S. Operations or German Sales or an organization, such as New York Manufacturing or New York Distribution.
A restricted list of windows to which you can navigate.
A restricted list of functions you can perform. For example, two responsibilities may have access to the same window, but one responsibility's window may have additional function buttons that the other responsibility's window does not have.
Reports in a specific application; your system administrator can assign groups of reports to one or more responsibilities, so the responsibility you choose determines the reports you can submit.
Each user has at least one responsibility and several users can share the same responsibility.
| Responsibility | Function |
|---|---|
| Oracle Advanced Outbound Telephony Administrator | Manage Oracle Advanced Outbound Telephony operations |
| Oracle Marketing Campaign WorkBench SuperUser | Manage Oracle Marketing campaigns and campaign activities |
| Oracle Marketing Audience SuperUser | Manage Oracle Marketing lists and target groups |
| Call Center HTML Administration | Manage multiple aspects of interaction center, including: ICSM, and UWQ Media Actions. |
| Advanced Outbound Performance Monitor | Monitor Call Center Performance |
| Interaction History JSP Admin | Create outcome, result, and reason codes |
| Oracle Marketing Administrator | Create custom target group priority levels |
| Sales Online Super User | Assign agents or resource groups to campaigns |
| Responsibility | Function |
|---|---|
| TeleSales Agent | Permits agent level access to Oracle TeleSales |
| Collections Agent | Permits agent level access to Oracle Advanced Collections |
Self-Service Login URL (Forms)
System Administrator
Click Security > User > Define.
In the User Name field, type the name of the user.
Click in the Person field.
The Person Names dialog box appears.
In the Find field, type the name of the employee you created in the Creating an Employee in the Enterprise Database topic and click Find.
The search results appear in the field below the Find field. Since wildcard (%) searches are allowed, you may receive a long list of names depending on what you typed in the Find field.
Click the employee name you want from the results list.
The Person field populates with the selected employee name.
In the Password field, type a password for the user account and then press Tab.
This password is temporary. When you sign on as this user for the first time, the message “Your password has expired” appears and you are prompted to set a new password.
Type the password again to verify it.
In the Responsibilities tab, add the following responsibilities, as appropriate.
System Administrator
<country> HRMS Manager (for example: US HRMS Manager)
CRM Resource Manager
Oracle Advanced Outbound Telephony Administrator
Oracle Marketing Campaign WorkBench SuperUser
Oracle Marketing Audience SuperUser
Call Center HTML Administrator
From the File menu, select Save.
To access the tabs in Oracle Marketing, the administrator user to whom you want to grant Oracle Marketing access must belong to a valid sales group. This sales group must be assigned the Sales Manager sales role and a usage of Sales and TeleSales.
Use this procedure to create a sales group.
Self-Service Login URL (Forms)
CRM Resource Manager
From the Navigator window, click Maintain Resources > Groups.
The Define Groups window appears.
In the Name field, type a name for the sales group you are creating.
On the Define Groups window, click the Roles tab.
From the list in the Role Type field, select Sales.
From the list in the Role field, select Sales Manager.
Click the Usages tab.
From the list in the Usage field, select Sales and TeleSales.
Click the Save icon.
Use this procedure to set up resource groups. Resource groups allow the assignment of multiple agents to a campaign activity without having to assign each agent individually.
You can have multiple employees in one group. An employee in a group with the role of manager automatically becomes the manager of the other employees in that group and of the employees in the groups below in the hierarchy.
Note: You must not assign more than one employee with the role of Manager per group. Doing so will impact the reporting accuracy.
Use this procedure to create a resource group.
Self-Service Login URL (Forms)
CRM Resource Manager
Click Maintain Resources > Groups.
The Define Groups page appears.
In the Group Name field, type a name for your resource group.
Click the Roles tab.
From the list in the Role Type field, select TeleSales and Collections if this is a resource group for Oracle Advanced Collections agents, or select TeleSales if this is a resource group for Oracle TeleSales agents.
From the list in the Role Type field, select TeleSales Agent and Collections Agent for use with Oracle Advanced Collections, or select TeleSales Agent for use with Oracle TeleSales.
Click the Usages tab.
From the list in the Usage field, select Sales and TeleSales and Collections if this is a resource group for Oracle Advanced Collections agents, or select Sales and TeleSales if this is a resource group for Oracle TeleSales agents.
Click the Save icon.
Use the following procedure to import a CRM resource.
Self-Service Login URL (Forms)
CRM Resource Manager
Click Maintain Resources > Import Resources.
The Selection Criteria window appears.
In the Resource Category field, select Employee.
Enter any additional selection criteria.
For example, in the Name field, select the name of an employee.
Click Search.
Employees that meet the search criteria are listed in the Search Results area. The Select checkboxes for the matching employees are automatically selected.
Clear the Select checkboxes of the employees for whom you do not want to create a CRM resource.
Click Create Resource.
The Default Values window appears.
Note: Do not make any changes or add roles from this window. You can add or modify this information in the resource details later.
Click OK to accept the defaults.
The Selected Resources window appears. The Comments field indicates whether the resource is a new record, a duplicate record, or a duplicate record with a new role definition. The Select checkboxes are automatically selected.
Clear the Select checkboxes of the employees that you do not want to save as a resource.
To save the resources, click Save Resource.
A transaction number appears in the Transaction Number field. The transaction number is associated with each resource created during this transaction. More than one resource can have the same transaction number.
Click Details.
The Resource window appears. Verify the name of the resource (Name), the name of the employee (Source Name), and the user name (User Name) and note the resource number (Number).
From the Resource window, click the Roles tab (if it is not already displayed).
In the Role Type field, select Sales from the list of values.
In the Role field, select Sales Manager from the list of values.
Click the Save icon.
From the Resource window, click the Groups tab.
In the Name field under Groups, select the group name you created in the Creating a Sales Group topic.
Click in the Name field under Group Member Roles, and the field auto-populates with the Sales Manager role.
Click the Save icon.
From the Resource window, click the Interaction Center tab.
From the Interaction Center list, select the server group to which you want to assign this resource.
From the Middleware list, select the middleware you want to use.
The values in this list will depend on which server group you selected from the Interaction Center list.
From the Parameter list, select ACD Agent ID.
In the Value field, type the extension number you want to assign to this resource.
This number is configured at the switch level, consult your switch/ACD implementer for the extension numbers.
From the Middleware list (below the one you just used), select the middleware you want to use.
From the Parameter list (below the one you just used), select ACD Agent Password.
In the Value field (below the one you just used), type in the password for the extension you selected earlier.
This password is set at the switch level, consult your switch/ACD implementer for the necessary password(s).
Click the Save icon.
Setting User Profile Options for Oracle Advanced Outbound Telephony
Profile options, in combination with the role and group to which each agent user is assigned, determine what information that user can view and modify.
This step only needs to be performed for agent users who will be logging in to Oracle E-Business applications, such as Oracle TeleSales and Oracle Advanced Collections.
Use the following procedure to set user profile options for outbound telephony.
Self-Service Login URL (Forms)
System Administrator
Click Profile > System.
Specify the level or levels at which you wish to view or set profile option values.
Typically, interaction center profile options are set for the Oracle Applications instance (for the purpose of profile options, this is also called the site). Then, if necessary, the profile options are modified for a user or a set of users working under a responsibility.
If you want to view or set profile options for all users at the installation site, select the Site box.
If you want to view or set profile options for users working under responsibilities owned by a specific application, select the Application box and then select an application from the Application list.
If you want to view or set profile options for users working under a specific responsibility, select the Responsibility box and then select a responsibility from the Responsibility list.
If you want to view or set profile options for a specific user, select the User box and then select a username from the User list.
If you want to display profile options that include a specific character string, type the characters in the Profile field.
You may search for profile options using character strings and the wildcard symbol (%). For example, to find profile options prefixed by "IEU", the product code for Oracle Universal Work Queue, enter IEU%.
Click Find.
The System Profile Values window appears, displaying all of the profile options beginning with the character string you typed in the Profile field.
Set the values for the profile options at one or more levels.
To use Oracle TeleSales as the business application, the following user profile options will need to be set to "Yes" if you want the user to have access to each of these queues:
IEU: QUEUE: Oracle Advanced Outbound Telephony - allows user to log into the Oracle Advanced Outbound Telephony queue (required for Oracle Advanced Outbound Telephony use).
IEU: QUEUE: Forecasts - allows user to view the Forecasts queue.
IEU: QUEUE: Inbound Telephony - allows user to log into the Inbound queue to receive calls.
IEU: QUEUE: Leads - allows users to view the Leads queue.
IEU: QUEUE: Opportunities - allows users to view the Opportunities queue.
IEU: QUEUE: Tasks - allows users to view the Tasks queue.
To use Oracle Advanced Collections as the business application, the following user profile options will need to be set to "Yes" if you want the user to have access to each of these queues:
IEU: Queue: Delinquencies
IEU: Queue: Dunning
IEU: Queue: Promises
IEU: Queue: Quotes
When a profile option may be set at more than one level, the value entered at the Site level has the lowest priority. The value entered at the Site level is superseded by any value entered at the Application level value and the value entered at the Application level is superseded by any value entered at the Responsibility level. The value entered at the User level has the highest priority and overrides values entered at any other level.
From the File menu, click Save.
Your changes take effect as soon as the user signs on or changes responsibility. You may close the System Profile Values window.
To properly install and configure the CTI middleware for Oracle Advanced Outbound Telephony, you must perform the following tasks:
Oracle Advanced Outbound Telephony supports two middleware products:
Intel CT-Connect or
Cisco ICM (Intelligent Call Manager)
The middleware configuration tells the Oracle Advanced Outbound Telephony Dial Server where the telephony adapter server is located and which Computer Telephony Integration (CTI) Server to use. The middleware also defines other telephony parameters used by the Dial Server (and Oracle Telephony Manager).
In most instances there will only be one CTI Server and one telephony adapter server in an interaction center environment, therefore only one middleware instance needs to be configured. However in a large interaction center, multiple telephony adapter servers are necessary for load balancing. Since it is not recommended to run multiple telephony adapter servers on the same machine, you will need a separate middleware configuration for each telephony adapter server.
Note: Compatibility between Oracle Advanced Outbound Telephony and third party products, including Computer-Telephony Integration middleware and switches, is certified after testing with each release of these Oracle products. Each combination of a switch, the switch vendor's own software release, and each CTI middleware release, must be certified independently. While Cisco ICM and Dialogic CT-Connect are the two middleware products currently supported by Oracle Advanced Outbound Telephony, there are limitations on the certified combinations of phone switches, switch software, and CTI middleware with each version of these Oracle products.
Note: The certification information changes with some frequency, as third parties add and drop products and versions, and as Oracle's certification process proceeds. Therefore, current certification information is maintained on a web site, accessible to Oracle sales and product development personnel and to Oracle partners.
Note: Customers should always have their Oracle sales channel verify, from the web site, that the combination of phone switch, switch vendor software and version, switch configuration, CTI middleware software and version are compatible and supported, prior to making an implementation plan.
Configuring the CTI Middleware
The middleware should be configured in a server group and should be shared by all the Dial Servers in that server group. While it is possible to have more than one server group in an interaction center environment, there will most likely only be one, since you cannot share resources between different server groups.
Use the steps below to configure the CTI middleware.
If there is only one telephony adapter server node, the middleware configuration should have already been accomplished in the Advanced Inbound installation and configuration process. Some parameters may have already been defined during the Advanced Inbound installation. However, additional Oracle Advanced Outbound Telephony parameters must be defined.
If there are multiple telephony adapter server nodes, then Middleware must be configured for each of the telephony adapter server nodes.
HTML Login URL
Call Center HTML Administration
Click the Call Center tab.
Click the Middleware subtab.
In the Choose Server Group field, select the server group for which you want to configure middleware.
Click Create.
The Middleware Details page appears.
In the Middleware Name field, type a name for your middleware.
Record this name as you will need it when configuring the parameters for the Oracle Telephony Adapter Server.
From the list in the Middleware Type field, select Connectors for Cisco ICM or Connectors for CT-Connect.
Click Update.
The Middleware Details page refreshes to display additional fields and a list of parameter fields for the middleware.
In the IP address field, type the IP address of the machine on which the telephony adapter server resides.
In the Port field, type the port number for your telephony adapter server.
In the provided parameter fields, enter the following parameters:
PBX Name - links logical identifier defined in CT Connect configuration to represent the CTI link between CT Connect and the switch.
PBX Type - PBX type. Choose:
Avaya Definity
Alcatel 4400
Ericsson MD110
Nortel Meridian or Symposium Call Center Server
Rockwell Spectrum
Siemens HICOM
CTI Enabler Service IP Address - IP address of the CT Connect server.
Middleware Server Info 1 - 6 - Port numbers of the Cisco ICM CTI servers (Port A, B, C, etc.).
Domestic Dialing Prefix - Numeric prefix dialed when placing domestic calls.
International Dialing Prefix - Numeric prefix dialed for placing international calls.
Outgoing Prefix - Numeric prefix dialed to place an outside call. Check against the configuration of the PBX.
Site Area Code - The area code for the site where the PBX is located.
Site Country Code - The country code for the site where the PBX is located.
Site Internal Number Length - Sets the allowable number of digits for the internal number.
Use Oracle Advanced Outbound Telephony - Indicates where the Oracle Telephony Adapter Server is being used for AO.
Click Update.
The CTI middleware is created and configured.
Oracle Advanced Outbound Telephony generally requires larger tablespace sizes than the default values provide. Tablespace size is dependent on a number of factors, including: hard drive size, size of calling lists, system memory, and number of tablespaces defined. However, Oracle recommends utilizing around 100 megs per defined tablespace.
When tablespace size is too small, several errors can occur, including:
If a target group stays in the 'Validating' status for an extended period of time, it is likely the case that validation has failed, but was unable to update the status to "Failed Validation". This usually occurs when there is a tablespace issue and the error message could not be logged. After the tablespace is increased, the target group will automatically resume validation.
If you stop seeing new error messages (beyond a specific date) in the FND Logger, it is very likely that you need to extend your tablespace. This is especially true if you are running into other errors that cannot be explained since other parts of the application may be failing, but are unable to log the errors due to the tablespace issues.
Contact your DBA to adjust your tablespace sizes for Oracle Advanced Outbound Telephony. Also, if your DBA will allow it, Oracle recommends utilizing the autoextend feature.
This chapter includes steps for creating the Oracle Advanced Outbound Telephony Central and Dial servers, configuring their parameters, and starting or stopping them.
Creating the Telephony Adapter Server and Configuring its Parameters
Oracle Telephony Adapter Server (OTAS) is the intermediary between the telephony platform (PBX/ACD and CTI Middleware) and Oracle Advanced Inbound. OTAS is installed as part of the standard E-Business installation.
Follow the steps below to create the telephony adapter server and configure its parameters for Oracle Advanced Outbound Telephony.
HTML Login URL
Call Center HTML Administration
Click ICSM > Server Groups.
The Server Group List page appears.
From the list of server groups, click the server group to which you want to add the Oracle Telephony Adapter Server.
The Server Group Details page refreshes to display information for the selected server group.
Click Create.
The Server Details page appears.
In the Server Name field, type a name for the server you are creating.
If this server group is part of a Super Group, select the super group name from the list in the Using Server Group field.
From the list in the Default Node field, select the node for your server.
Click Save.
On the Server Details page, click Parameters.
The Server Details page refreshes to display parameters fields for the selected server.
In the Database Logging field, type "true" or "false".
The default value is "false".
When database logging is turned on {true}, exceptions and error level messages are logged to the database and can be viewed in the Log Viewer page. Use database logging as a diagnostic tool only as logging will affect the performance of the system.
In the Middleware Configuration Name field, type the middleware name you used in the Configuring the CTI Middleware topic.
In the Trace Level field, specify the type of messages logged to the trace file.
Possible values are {fatal, error, warning, info, verbose}.
The default trace level is error level messages only.
Note: This feature is very important for diagnosing issues and troubleshooting the server. Oracle recommends you set the trace level to all. For more information on trace file settings, refer to the Diagnostic and Troubleshooting section of this guide.
Click Update.
Click Done.
Once you have created the OTAS server, ICSM will generate an iecvdu.dll file in the ICSM/admin/script/lib directory. You should verify that the file is present in that directory.
Creating the AO Central Server and Configure its Parameters
Follow the steps below to create the AO Central Server (OCS) and configure its parameters.
ICSM must be installed and started, and you must have already defined a server group before you can create a Central Server or configure its parameters. These tasks should have been performed during the installation and implementation of Oracle ICSM. For more information, refer to the Oracle Interaction Center Server Manager.
HTML Login URL
Call Center HTML Administration
Click the ICSM tab.
The Server Group List page appears. This is the default page.
From the Server Group List page, select the server group in which the AO Central Server is defined by clicking hte appropriate hyperlinked server name.
Note: If the server group name is not listed, click the Next or Last hyperlinks located at the bottom of the page to view more server groups.
In the Server section, click Create.
The Server Details page appears.
On the Server Details page, enter the server name, server type (use Oracle Advanced Outbound Telephony Central Server), location, description, member server group, using server group, and node assignment in the provided fields.
Click Save.
On the Server Details page, click Parameters.
The Server Details page refreshes to display parameter fields for the selected server.
Define the following parameters:
AO Server Configuration Refresh Rate - The interval of time between OCS returning to the IEO schema to ensure that it is using the latest values for the server and plugin parameters. This value is given in minutes.
Set value to: 15
AO Server Max Database Retries - The number of times the OCS server will attempt to connect to the database prior to stopping the server.
Set value to: 5
AO Server Max Thread Count - The maximum number of threads the server will maintain in the thread pool. The number of threads can exceed this limit to 120% of this number, but once the threads have been used they are then destroyed.
Set value to: at least 200
AO Server Max Trace File Size - This is the maximum file size in bytes of a trace file. Once a trace file hits the designated file size limit, a new trace file will be created.
Oracle recommends you set this parameter to at least 10000000.
OAO Log Level - The threshold value the logger will use to determine if a log request is forwarded to the log. Values for this parameter from least to most restrictive are:
all – this will ensure that all requests to log (except "debug") are forwarded.
debug – this will ensure that all requests to log are forwarded.
info – this will forward all log requests except debug level logs.
warn – this will forward all log requests except info and debug level logs.
error – this will only forward error and fatal level logs.
fatal – this will only forward fatal level logs.
none – nothing is logged.
Set value to: info.
OAO Server Version - Gives the current version of the OCS. This is given in the form of <major release>.<version>. At this time this is the level of specification.
Default value: 11.5 If a value is not given then the server will disregard
Report Generation Execution Interval - The interval of time between the Report Plugin attempting to execute the reporting methods. This parameter can be used to tune OCS. This value is given in minutes.
Set value to: 15 If the value is set to 0 then the plugin will shutdown until the value is reset to a value above 0.
Trace Level - The level at which the server trace function will provide information about server activity.
Oracle recommends you set this value to all.
Click Update.
On the Server Details page, click Advanced.
The Server Details page refreshes to display advanced parameters for the selected server.
In the Java Options field, type the following:
-ms128m -mx256m -DAFLOG_MODULE=iec% -DAFLOG_ENABLED=FALSE -DAFLOG_LEVEL=STATEMENT -DAFLOG_FILENAME=prs.log
The –ms and –mx VM parameters should be set depending on the number of agents you expect to service. These are the minimum and maximum values for the Virtual Machine. These values cannot be changed dynamically; you will need to restart the server for changes to take effect.
Oracle recommends you set these parameters to -ms128m -mx256m. Refer to the Before You Begin section of this guide, for information on what values to enter for these parameters.
The -DAFLOG_LEVEL parameter can have values (in increasing order of severity):
STATEMENT
PROCEDURE
EVENT
EXCEPTION
ERROR
UNEXPECTED
In the Server Arguments field, type the following:
-AFLOG_ENABLED TRUE
Click Done.
Creating the AO Dial Server and Configure its Parameters
Use the steps below to create the AO Dial Server (AODS) and configure its parameters.
ICSM must be installed and started, and you must have already defined a server group before you can create a Dial Server or configure its parameters. These tasks should have been performed during the installation and implementation of Oracle ICSM. For more information, refer to the Oracle Interaction Center Server Manager.
HTML Login URL
Call Center HTML Administration
Click the ICSM tab.
The Server Group List page appears. This is the default page.
From the Server Group List page, select the server group in which the AO Dial Server is defined.
In the Server section, click Create.
The Server Details page appears.
On the Server Details page, enter the server name, server type (use Oracle Advanced Outbound Telephony Dial Server), location, description, member server group, using server group, and node assignment in the provided fields.
Click Save.
On the Server Details page, click Parameters.
The Server Details page refreshes to display parameter fields for the selected server.
Define the following parameters:
AO Server Configuration Refresh Rate - This is time in minutes that the server will go back to the database to see if any of the following configuration has been changed:
If the server configuration has itself been changed (mainly loglevel).
If a new campaign activity has now become active (and has at least one target group in executing state OR if a target group of this active campaign activityis now executing).
Set value to: 15
AO Server Max Database Retries - Number of times AODS server will attempt to connect to the database. It then increases the wait time and tries again.
Set value to: 5
AO Server Max Thread Count - Maximum number of threads server will maintain in the thread pool.
Oracle recommends the following settings:
| Number of Agents | Maximum Thread Count |
|---|---|
| 50 or less | 200 |
| 51 to 100 | 300 |
| 101 to 250 | 500 |
| 251 to 500 | 1000 |
AO Server Max Trace File Size - This is the maximum file size in bytes of a trace file. Once a trace file hits the designated file size limit, a new trace file will be created.
Oracle recommends you set this parameter to at least 10000000.
OAO Log Level - Threshold value logger will use to determine if a log request is forwarded to the log. Values for this parameter are:
all – this will ensure that all requests to log (except "debug") are forwarded.
debug – this will ensure that all requests to log are forwarded.
info – this will forward all log requests except debug level logs.
warn – this will forward all log requests except info and debug level logs.
error – this will only forward error and fatal level logs.
fatal – this will only forward fatal level logs.
none – nothing is logged.
If a value is not given then the server will default to info.
OAO Server Version - Gives the current version of the AODS. This is given in the form of <major release>.<version>. At this time this is the level of specification.
Set value to: 11.5
Trace Level - The level at which the server trace function will provide information about server activity.
Oracle recommends you set this to all.
Note: This feature is very important for diagnosing issues and troubleshooting the server. Oracle recommends you set the trace level to all. For more information on trace file settings, refer to the Diagnostic and Troubleshooting section of this guide.
Click Update.
On the Server Details page, click Advanced.
The Server Details page refreshes to display advanced parameter fields for the selected server.
In the Java Options field, type the following:
-ms128m -mx256m -DAFLOG_MODULE=iec% -DAFLOG_ENABLED=FALSE -DAFLOG_LEVEL=STATEMENT -DAFLOG_FILENAME=prs.log
The –ms and –mx VM parameters should be set depending on the number of agents you expect to service. These are the minimum and maximum values for the Virtual Machine. These values cannot be changed dynamically; you will need to restart the server for changes to take effect.
Oracle recommends you set these parameters to -ms128m -mx256m. Refer to the Before You Begin section of this guide, for information on what values to enter for these parameters.
The -DAFLOG_LEVEL parameter can have values (in increasing order of severity):
STATEMENT
PROCEDURE
EVENT
EXCEPTION
ERROR
UNEXPECTED
In the Server Arguments field, type the following:
-AFLOG_ENABLED TRUE
Click Done.
Starting and Stopping the Servers
This topic group includes steps for starting and stopping the Oracle Advanced outbound servers.
Starting All Servers in a Server Group
Follow the steps below to start all the servers in a server group.
HTML Login URL
Call Center HTML Administration
Click ICSM > Server Groups.
From the list of server groups, click the server group name of the server group in which the servers you want to start reside.
The Server Group Details page appears.
In the Server Group Details area, select Start and then click Submit.
It may take several minutes to start the server processes. To view the current status during startup, refresh the browser several times.
As the server processes are starting up, "Starting" is displayed in the Stop/Start column. The status of each server process is displayed in the Servers area in the Status column.
Stopping All Servers in a Server Group
Follow the steps below to stop all servers in a server group.
HTML Login URL
Call Center HTML Administration
Click ICSM > Server Groups.
From the list of server groups, click the server group name of the server group in which the servers you want to stop reside.
The Server Group Details page appears.
In the Server Group Details area, select Stop and then click Submit.
It may take several minutes to start the server processes. To view the current status during startup, refresh the browser several times.
As the server processes are starting up, "Stopping" is displayed in the Stop/Start column. The status of each server process is displayed in the Servers area in the Status column.
Oracle Customer Interaction History contains many seeded outcome, result, and reason codes. However, you can also create your own custom outcome, result, and reason codes, as well as your own outcome - result, and result - reason mappings.
Refer to the Oracle Customer Interaction History Implementation Guide for information and steps to perform the following tasks:
Defining Outcome Codes
Note: Some telephony-related applications use Numeric Values, which are recorded as the Versatility Code in database tables. Versatility Codes are used by version 3i of the following applications: Oracle TeleBusiness for Telecom/Utilities, Oracle TeleBusiness for Financial Services, Oracle Integration Manager, and Oracle Campaign Plus. If you do not use these earlier applications, you do not need to use Numeric Values.
Defining result codes
Defining reason codes
Defining wrapups
Associating wrapups to the Campaign Activity
Note: When searching for the campaign codes, please note that campaign activities will have a description of CSCH.
Note: The information contained in this section is the most current Oracle Marketing information available at the time this document was written. If the steps listed here are not matching up to what you are seeing in the Oracle Marketing application, please consult the Oracle Marketing documentation appropriate to the release of Oracle Marketing you have installed.
Functionality of Oracle applications is constantly improving and, thus, changing. The following procedures are therefore included in this document to provide a single location for Oracle Marketing administration information required for Oracle Advanced Outbound Telephony. However, Oracle Marketing functionality, user interface, requirements, and dependencies may change at any time. Therefore, Oracle Marketing procedures or information contained in the latest relevant Oracle Marketing product documentation, if different, should take precedence over the steps provided below.
This topic group includes the following topics:
Defining Oracle Advanced Outbound Telephony List Source Types
Creating a Custom Setup for Oracle Advanced Outbound Telephony Campaign Activities
Invoking the Concurrent Processor for Oracle Marketing List Generation
Defining Oracle Advanced Outbound Telephony List Source Types
Concept: List Source Types
Oracle Advanced Outbound Telephony recycling algorithms and record filters are directly associated to source types because they define which fields are present in a target group.
Note: By default, all attributes (or columns) associated with the seeded data source are active. While both Person and Organization list source types are seeded in Oracle Marketing, they are NOT defined in the database until this procedure is performed. It is crucial that you ensure your source types include all the fields required by Oracle Advanced Outbound Telephony and that they are defined in the database. A missing source type view will cause a failure in the validation process.
Follow the steps below to define the two required list source types for Oracle Advanced Outbound Telephony.
Responsibility:
Oracle Marketing Audience SuperUser
Steps:
To define the list source type attribute details, do the following:
Select the Data Mining Details view within the Attributes mid-tab of a list source type.
Check the "Use for Data Mining" column to select the appropriate attributes required for Oracle Advanced Outbound Telephony.
You can run a SQL query to check your list source types (this query should be executed in a sqlplus session):
SELECT VIEW_NAME
FROM ALL_VIEWS
WHERE VIEW_NAME IN ('AMS_TAR_PERSON_LIST_V',
'AMS_TAR_ORGANIZATION_CONTACT_V')
AND OWNER = 'APPS';
We expect the following two rows to be returned:
AMS_TAR_ORGANIZATION_CONTACT_V
AMS_TAR_PERSON_LIST_V
If no rows are returned by this query, then the views do not exist in the database.
Creating a Custom Setup for Oracle Advanced Outbound Telephony Campaign Activities
This is an optional step that eliminates the need to approve every campaign activity before the campaign activity can be executed with Oracle Advanced Outbound Telephony.
When creating a campaign or campaign activity, you must specify a setup type for the campaign/campaign activity. Marketing Online seeds a setup type, called Direct Marketing – Telemarketing, for campaign activities to be executed through the Oracle Advanced Outbound Telephony channel. By default, this setup type requires an approval process.
To bypass the approval process, it is recommended another custom setup type be created, similar to the seeded Direct Marketing – Telemarketing setup type. However, you should leave the Budget Approval Process boxes unchecked when creating this custom setup type, this will eliminate the budget approval workflow process from being started. This is not a mandatory procedure in the implementation process.
Responsibility:
Oracle Marketing Campaign WorkBench SuperUser
Steps:
When creating a custom setup you will associate the custom setup with a marketing object.
Note: Depending on the marketing object selected, additional fields such as Channel Category and Channel may appear. This indicates that the custom setup is valid for the specific combination.
The selection of channel category and channel determines the available component groups and menu items. For example, Direct Marketing - Email has a different set of component groups and menu items as compared to Direct Marketing – Telemarketing.
The available combinations of channel category and channel in the Create Custom Setup page depend on the definition of the organization’s channel categories and channels. In the case of Deliverables, the combination of channel category and channel is based on the parent and child category. Custom setups for campaign activities depend on the relationship of channel category and channel.
Active: Select it for the custom setup to be available for selection during a marketing object create.
Allow Essential and Optional Grouping: Select this check box if this custom setup can be used with the Side Navigation Look profile option.
Suffix: A suffix is used as part of the source code. The suffix set here is reflected when an object is created. The suffix can be alpha, numeric or a combination. The maximum number of characters is 3.
After the Custom Setup has been created, you need to configure it:
Note: The combination of menu items displayed is based on the marketing object, channel, and channel category combination selected when creating the custom setup.
Component Group: Displays by default based on the marketing object, channel, and channel category selected for custom setup.
Display Sequence: Use this column to control the order of the marketing objects (as they appear in the side navigation menu). For example, if Product is to appear on the side navigation menu directly below Main, Product should be sequentially numbered directly after Main. Main is not an optional setting and must be included. In this example, Main could be given a value of 10, and Product could be given a value of 11.
Available Attributes: Use this column to indicate if the attributes for this object should be made available.
Essential: To control the display order of a particular marketing object, place a check in the Essential check box (be sure to select the Essential check box that aligns with the correct marketing object). Anything not checked in the “Essential” column is considered “Optional” and is listed in alphabetical order.
Essential Display Sequence: Display sequence is a numeric setting used to order marketing objects in side navigation menus. If the Essential check box is selected, numeric values provided enable the “Essential” marketing objects to be ordered appropriately. The Display Sequence column is used to determine the order when the “Business Process View” profile value is selected.
Reports: Select this check box to enable attributes to be displayed in the portals.
Creating an Oracle Marketing Campaign
Concept: Campaigns
Important: When creating a campaign to be executed by Oracle Advanced Outbound Telephony, you will need to set the following values:
Campaign Type: select Campaign if you are using Oracle TeleSales as your business application, or select Collection if you are using Oracle Collections as your business application.
Setup Names: type Campaigns if you are using Oracle TeleSales as your business application, or type Collection Campaign if you are using Oracle Collections as your business application.
Responsibility:
Oracle Marketing Campaign WorkBench SuperUser
Steps:
For detailed information concerning the campaign creation process, please refer to the Creating and Using Campaigns chapter in the Oracle Marketing User Guide.
Creating an Oracle Marketing Campaign Activity
Concept: Campaign Activities
Important: When creating a campaign activity to be executed by Oracle Advanced Outbound Telephony, you must set the following values:
Setup Type - select Direct Marketing - Telemarketing
Use Parent Source Code - selecting this checkbox causes the campaign activity to default to the source type set at the campaign level (Person List or Organization List).
Do Not Use Trigger - select this option.
Prerequisites:
To create a campaign activity, a campaign must already exist.
Responsibility:
Oracle Marketing Campaign WorkBench SuperUser
Steps:
For detailed information concerning the campaign activity creation process, please refer to the Creating a Campaign Activity section in the Oracle Marketing User Guide.
Invoking the Concurrent Processor for Oracle Marketing List Generation
This concurrent program needs to be running to generate Standard lists and change their list status to Available. Otherwise the list status will become stuck in Generating status. This process should only be performed once for each list.
Follow the steps below to invoke the concurrent processor to generate Oracle Marketing lists.
Login:
Self Service Login URL
Responsibility:
System Administrator
Steps:
Click Concurrent > Requests.
The Find Requests dialog box appears.
On the Find Requests dialog box, click Submit a New Request.
The Submit a New Request dialog box appears.
On the Submit a New Request dialog box, select Single Request, and click OK.
The Submit Request dialog box appears.
From the list in the Name field, select Workflow Background Process, and click OK.
The Parameters dialog box appears.
In the Item Type field of the Parameters dialog box, select AMS: List Generation and click OK.
Select values for the Process Deferred, Process Timeout and Process Stuck fields, and click OK.
In the At these Times… field, set when you want to run the process by clicking Schedule, selecting the appropriate time, and clicking OK.
Click Submit.
Click Submit to run the request.
Configuring an Oracle Marketing List
Concepts:
List configuration is a multi-step process that starts with the creation of a list in Oracle Marketing, which results in a list object — an empty container awaiting records. Thereafter, you must identify a record source, add the records to the list, and generate the list.
When Oracle Marketing creates a calling list, a verification of TCA should be performed to make sure that the customers on the calling list have not requested a preference not to be contacted. Checking against TCA requires the inclusion of a List type called Suppression list. When generating a target group for Oracle Advanced Outbound Telephony, two globally defined Suppression lists must be applied to ensure the application of "Stop List":
Global Stop List - Do not phone
Global Stop List - Do not contact
The list configuration process includes the following tasks:
Creating a List in Oracle Marketing
Concept: Lists
Important: When creating a list to be executed by Oracle Advanced Outbound Telephony, you must use the following values:
Source Type - Oracle Advanced Outbound Telephony only accepts lists with a source type of Persons, or Organization Contacts.
Guidelines:
List types are not enforced by all applications. Manual lists can have each list entry manually designated from existing records. For all other lists, including lists that will be populated by Oracle Discoverer workbook, use Standard. Suppression lists contain list entries that other lists can use to filter out or suppress, effectively creating a stop-list mechanism that can be used for various other lists. Suppression lists are generally not used as lists of contacts to execute a campaign.
The two required source types for Oracle Advanced Outbound Telephony are Persons and Organization Contacts. A list source type is a concept used by Oracle Marketing to define how fields from the database (typically TCA) map to the columns of a target group entry. A target group entry has several hundred generic columns; a specific list source type, for example, could state that the phone number will go into column 1 and the name will go into column 2. However, a different list source type could populate the first column with name and the second column with phone number.
Responsibility:
Oracle Marketing Audience SuperUser
Steps:
For detailed information concerning the list creation process, please refer to the Creating and Managing Lists section in the Oracle Marketing User Guide.
Importing Record Sources Into Oracle Marketing
Concept: Importing Lists
Important: When importing record sources to be executed by Oracle Advanced Outbound Telephony, you must use the following values:
Source File - Oracle Advanced Outbound Telephony only supports the following file types:
a .zip file containing one XML and one DTD file
a CSV file
a .zip file containing a CSV file
Responsibility:
Oracle Marketing Audience SuperUser
Steps:
For detailed information concerning the record source import process, please refer to the Creating and Managing List Imports section in the Oracle Marketing User Guide.
Adding Record Sources to the Oracle Marketing List
Concepts:
Guidelines:
When designating an order for list selection, each record source in the list must contain a unique number. The lowest numbered record source will be used first.
The first record source must be of type "include" so that records will be included in the list. Designate all record sources to include prior to designating record sources to exclude.
If one of the list sources is a suppression list or another list of type "exclude," designate this last in the list selection page, to ensure that records to be included will exist in the set from which exclusions are to occur.
Responsibility:
Oracle Marketing Audience SuperUser
Steps:
For detailed information concerning the process of adding record sources to Oracle Marketing lists, please refer to the Creating and Managing Lists section in the Oracle Marketing User Guide.
Generating the Oracle Marketing List
Concepts:
Responsibility:
Oracle Marketing Audience SuperUser
Steps:
For detailed information concerning the list generation process, please refer to the Generating Lists section in the Oracle Marketing User Guide.
Configuring an Oracle Marketing Target Group
Important: For Oracle Advanced Outbound Telephony to utilize a target group, it's list state must be set to locked. You accomplish this by generating the target group once you've added the generated lists to the target group.
Prerequisites:
Only generated lists should be added to a target group.
Responsibility:
Oracle Marketing Audience SuperUser
Oracle Marketing Campaign WorkBench SuperUser
Steps:
For detailed information concerning the target group creation and generation process, please refer to the Creating and Associating Target Groups section in the Oracle Marketing User Guide.
Associating a Call Script to a Campaign Activity
This step is optional. You would only associate a call script with your campaign activity if you wanted to use Oracle Scripting with your outbound telephony campaign.
Use this procedure to associate a particular deployed Script Author script to a campaign activity for use in a business application. Thereafter, this association is applied to all users of the campaign activity.
Important: For Oracle Advanced Outbound to utilize the call script, you must set the following values:
Type - select Outbound Script
Prerequisites:
A valid campaign and campaign activity must be defined.
At least one appropriate script must be deployed from the Script Author to the applications database.
If custom code is referenced in the script, that code must be available to the Scripting Engine at runtime.
You must know whether the script is an inbound or outbound script.
Responsibilities:
Oracle Marketing Campaign WorkBench SuperUser
Steps:
For detailed information concerning the process of associating call scripts to campaign activities, please refer to the Using Collaboration with Campaign Activities chapter in the Oracle Marketing User Guide
Before an Oracle Advanced Outbound Telephony campaign activity may be executed by an Oracle TeleSales or Oracle Collections agent, the TeleSales or Collections agent must be assigned to the campaign activity. This assignment allows the agent to view the campaign activity as a node on the agent's UWQ Outbound Telephony.
you make the agent to campaign activity association in Oracle Sales. You make this association in Oracle Sales.
Login:
Log into Oracle HTML-based applications
Responsibility:
Sales Administrator
Steps:
For detaied information on making the agent to campaign activity association, refer to the Setting Up Campaign Assignments chapter in the Oracle TeleSales Implementation Guide.
This topic group includes the following topics:
The server time zone is set at the site profile option level. The time zone is set once for all of the Interaction Center products. Changing the server time zone setting will affect all Oracle Interaction Center products.
Use the following steps to set your server time zone.
Forms Login URL
System Administrator
Click Profile > System.
The Find System Profile Values dialog box appears.
Search for and select the Server Timezone profile.
In the Site column, select the time zone you want, and click OK.
The selected time zone appears in the Site column.
Click Save.
Defining Time Zone Mapping Data
All calling target groups are validated before records can be dialed from the target group. As part of the validation process, the records within the target group must be mapped to a time zone, otherwise the records will be flagged as Do Not Use and will not be dialed. There are three different types of time zone mappings:
Mapping a territory code to a time zone
Mapping a territory code and area code to a time zone
Mapping a territory code, area code and postal code to a time zone
As a rule, the use of territory code to time zone mapping requires the least amount of effort to create. However, certain countries are divided among different time zones, and therefore require area code, along w/ territory code to map to a time zone. If area code is insufficient, then postal code may also be used, however the postal code only needs to be defined when absolutely necessary in order to correctly determine a time zone.
Oracle Advanced Outbound Telephony contains time zone mapping tables that must be defined.
Note: It is the responsibility of the implementation team to populate the appropriate data into these tables. While Oracle Advanced Outbound Telephony provides the structure and mechanism to utilize this data, the data itself can be purchased through third party vendors.
Many countries only occupy a single time zone, but others are spread across multiple time zones. If your interaction center plans to make calls throughout countries (for example: United States or Canada) where many states and provinces fall in different time zones, you may need to provide the state/region postal codes and area codes to determine that Oracle Advanced Outbound Telephony is using the correct time zone for the customer. There are standard database load utilities readily available within the database that can be used to upload purchased data into the Oracle Advanced Outbound Telephony Schema.
In order to ensure that customers are called at the appropriate times, Oracle Advanced Outbound Telephony must know where the person resides in relation to time zones. This way Oracle Advanced Outbound Telephony can follow the appropriate telemarketing laws that govern calling in their particular country, state, country or city.
The time zone mapping form is used as an easy entry point to provide Oracle Advanced Outbound Telephony with a method to call customers or contacts.
At a minimum, the country code and time zone must be entered for each country that an interaction center will contact. It is mandatory that all countries map their time zone with their country name.
For single time zone countries, no further information is needed.
For countries with more than one time zone, it is recommended that you map the appropriate time zone, country code, and optional area code, postal code, state/region information to assist Oracle Advanced Outbound Telephony during list validation time. By utilizing the address specific information, Oracle Advanced Outbound Telephony can match a customer record with the appropriate time zone and country if their customer record is incomplete.
This functionality is especially important in countries where there are multiple time zones. For example, the United States has eight time zones spanning from Saipan, Northern Mariana Islands, U.S.A. (Standard time zone: UTC/GMT +10 hours where daylight savings time is currently not observed) to Honolulu, Hawaii, U.S.A. (Standard time zone: UTC/GMT -10 hours where daylight savings time is currently not observed). In addition, there are many states which have multiple time zones and may, or may not, participate in daylight savings time.
For example: the state of Indiana has up to three different time zones depending on the location in the state. In order to ensure we call the customer at the correct time, we need to know exactly where the customer is and follow the laws for their state. In this case, Oracle Advanced Outbound Telephony may need to go down to the postal code to ensure that the correct time zone is being used for the customer record.
Use the steps below to create a time zone mapping in Oracle Advanced Outbound Telephony.
To create time zone mappings, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Administration tab.
The Administration tab appears, displaying the Server Properties subtab page. This is the default page for the Administration tab.
Click the Time Zone Mappings subtab.
The Time Zone Mapping page appears, displaying a summary view table of all existing Time Zone mappings.
On the Time Zone Mapping page, click Create Time Zone Mapping.
The Create Time Zone Mapping page appears.
In the Country Name field, click the flashlight icon.
The Select a Country Name page appears.
From the list of country names, select the country name to which you want to map a time zone.
The list in the Area Code field refreshes with all the area codes that have been defined for the selected country.
Optionally, from the list in the Area Code field, select an area code for the country name you selected in the previous step.
Optionally, in the Postal Code field, type a postal code for the area code you selected in the previous step.
Optionally, in the State/Region Field, type the appropriate state/region for the area code.
Note: The format for the state/region should be the entire state/region name with initial capitalization (for example, Nevada).
In the Time Zone field, click the flashlight icon.
The Select a Time Zone page appears, displaying a summary view table of all existing time zones.
From the Time Zone column of the summary view table, select the time zone to which you want to map the country code you selected.
Click Create.
The mapping between the selected country and time zone is created.
A calling calendar defines a set of callable times. Calendars can be associated to geographic locations (countries or regions) or marketing objects (campaign activities and target groups). Oracle Advanced Outbound Telephony utilizes three types of calendars:
Country Calendar
Region Calendars
User Defined Calendar
This topic group contains the following topics:
Country calendars consist of a baseline callable time range for all seven days of the week. Country calendars are expected to be created based on country-specific laws and are required for Oracle Advanced Outbound Telephony. Every list entry has one to many contact points. Every contact point (telephone number) must have an associated country code and time zone. Every country code must have an associated calendar; thus, country calendars are applied at the individual record level. This association creates the base set of callable times for every list entry. Oracle Advanced Outbound Telephony ships with country calendars for many countries; however, additional country calendars can be created and added to the base product as necessary to meet your business needs.
Unlike user defined calendars, you cannot delete or remove country calendars. You can only create and modify country calendars.
Use the steps below to create country calendars in Oracle Advanced Outbound Telephony.
To create country calendars, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Calling Calendars tab.
The Country Calendars page appears, displaying a list of all existing country calendars. The Country Calendars page is the default view for the Calling Calendars page.
On the Country Calendars page, click Create Calendar.
The Create Country Calendar page appears.
In the Calendar Name field, type a name for the new country calendar.
Note: Calendar names have a 64 character limit and only the following characters are supported:
A-Z
0-9
underscore, space, and hyphen
From the list in the Country Name field, select the country you want to associate with the new country calendar.
You can create a country calendar by two different methods: you can copy and existing country calendar, or you can create a completely new country calendar. Click the appropriate radio button to select the method by which you will create the country calendar.
Note: The option to create a country calendar by copying an existing calendar is only present when at least one country calendar already exists.
To create a country calendar by using an existing country calendar as a model, select the Copy Country Calendar option and select the country you want to use from the list in the adjacent field.
To create a completely new country calendar, select the Create New Calendar option.
Click Create.
The Country Calendar Details page appears.
From the calendar, click the calendar region corresponding to the time you want the calendar to begin calling on the day you want to start calling (example - Monday at 9:00).
The Calendar Region Details page appears.
From the View/Edit Calendar list, select Edit Calendar Callable Regions.
Note: To open to the Calendar Region Details page, you can click anywhere in the calendar; however, by clicking the day and time you want to begin calling, you automatically populate the week day and start time fields in the Calendar Region Details page.
From the list in the Region Type field, select Callable if you want to add callable hours, or select Not callable if you want to add non-callable hours.
In the Start Time Hour and Minute fields, if the start time has not automatically defaulted to the time you want the country calendar to begin taking effect, select the hour and minute from the respective lists.
Note: All times in the Hour field are displayed in 24 hour format (0:00 - 24:00). The Minute field allows you to select between 00 (on the hour) and 30 (on the half-hour) time increments.
In the End Time Hour and Minute fields, select the hour and minute from the respective lists. The end time is the time at which your country calendar will terminate calling.
In the Copy To area, select the days of the week to which you wish to copy this calling schedule (if any).
Note: Copying the calling schedule in this way is not required; however, if your calling schedule will not vary greatly between days of the week, this method provides a quick means to populate a baseline calling calendar. You can always go back to the individual days and modify the specific calling times.
Click Apply.
The country calendar is created and you return to the Country Calendar Details page.
Use the steps below to create region calendars in Oracle Advanced Outbound Telephony.
The regions you want to create in Oracle Advanced Outbound Telephony must already have been defined in Oracle Marketing. You must use the area code mapping feature in the Oracle Advanced Outbound Telephony HTML Administration Console's Administration tab (Oracle Advanced Outbound Telephony Administrator responsibility) to map these regions to territory code/area code pairs.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Calling Calendars tab.
The calling calendars page appears, displaying a list of all existing country calendars. The Country Calendars page is the default view for the Calling Calendars tab.
Click the Region Calendars subtab.
The Region Calendars page appears, displaying a list of all existing region calendars.
On the Region Calendars page, click Create Calendar.
The Create Region Calendar page appears.
In the Calendar Name field, type a name for the new region calendar.
From the Region Name list, select the appropriate region.
You can create a region calendar by two different methods: you can copy an existing region calendar, or you can create a completely new region calendar.
To create a region calendar by using an existing region calendar as a model, click Copy Region Calendar and select the region calendar you want to use from the provided list.
To create a completely new region calendar, click Create New Calendar.
Click Create.
The Region Calendar Details page appears, displaying a calendar table with days of the week columns and hours of the day rows.
From the View/Edit Calendar list, select Edit Calendar Callable Regions.
From the calendar table, click the appropriate region corresponding to the time and day you want to start calling (example - Monday at 9:00).
The Calendar Region Details page appears.
Note: To open to the Calendar Region Details page, you can click anywhere in the calendar; however, by clicking the day and time you want to begin calling, you automatically populate the week day and start time fields in the Calendar Region Details page.
From the list in the Region Type field, select Callable if you want to add callable hours, or select Not callable if you want to override a callable region.
In the Start Time Hour and Minute fields, if the start time has not automatically defaulted to the time you want the region calendar to begin taking effect, select the hour and minute from the respective lists.
Note: All times in the Hour field are displayed in 24 hour format (0:00 - 24:00). The Minute field allows you to select between 00 (on the hour) and 30 (on the half-hour) time increments.
In the End Time Hour and Minute fields, select the hour and minute from the respective lists. The end time is the time at which your region calendar will terminate and the default callable hours on the country calendar will resume.
In the Copy To area, select the days of the week to which you wish to copy this calling schedule (if any).
Note: Copying the calling schedule in this way is not required; however, if your calling schedule will not vary greatly between days of the week, this method provides a quick means to populate a baseline calling calendar. You can always go back to the individual days and modify the specific calling times.
Click Apply.
The region calendar is created and you return to the Region Calendar Details page.
In the Override Country Calendar field, select Yes, or No from the list.
Note: You must select Yes to execute the region calendar. If you select No, the region calendar will still be created, but it will not alter or expand upon the calling hours of the existing country calendar.
Click Update.
If you selected Yes, the Update Region Calendar Confirmation page appears, displaying a warning that overriding the country calendar will cause all users of this calendar to ignore any country specific restrictions, and you must click Apply to complete the override. If you selected No, The Region Calendar Details page refreshes with the selected calling schedule.
Creating User Defined Calendars
User Defined calendars are optional calendars which can be associated with either campaign activities or lists. These calendars are used to override information in the country calendar; however, user defined calendars don't automatically override country calendars. To begin overriding a country calendar, you must select Yes from the drop down list in the Override Country Calendar field on the User Defined Calendar Details page for the selected user defined calendar. These calendars allow you to specify calling times outside of the calling time parameters contained in the standard country calendar you are using.
For example, the default calling time in the country calendar you are using is 8AM to 9PM; however, you are only calling businesses and you know that nobody will be present after 6PM. You can create a User Defined calendar that adjusts the call time accordingly.
Use the steps below to create user defined calendars in Oracle Advanced Outbound Telephony.
To create user defined calendars, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Calling Calendars tab.
The Country Calendars page appears, displaying a list of any existing country calendars. The Country Calendars page is the default view for the calling calendars tab.
Click the User Defined Calendars subtab.
The User Defined Calendars page appears, displaying a list of all existing user defined calendars.
On the User Defined Calendars page, click Create Calendar.
The Create User Defined Calendar page appears.
On the Create User Defined Calendar page, type a name for the new user defined calendar.
You can create a user defined calendar by three different methods: you can copy and existing country calendar, you can copy and existing user defined calendar, or you can create a completely new user defined calendar. Select the appropriate option to choose the method by which you will create the user defined calendar.
To create a user defined calendar by using an existing country calendar as a model, select the Copy Country Calendar option and select the country you want to use from the list in the field next to the radio button.
To create a user defined calendar by using an existing user defined calendar, select the Copy User Defined Calendar option and select which existing user defined calendar you want to use from the list in the field next to the radio button.
To create a completely new user defined calendar, select the Create New Calendar option.
Click Create.
The User Defined Calendar Details page appears.
From the View/Edit Calendar list, select Edit Calendar Callable Regions.
From the calendar, click the calendar region corresponding to the time you want the calendar to begin calling on the day you want to start calling (example - Monday at 9:00).
The Calendar Region Details page appears.
Note: To open to the Calendar Region Details page, you can click anywhere in the calendar; however, by clicking the day and time you want to begin calling, you automatically populate the week day and start time fields in the Calendar Region Details page.
From the list in the Region Type field, select Callable if you want to add callable hours to the default country calendar, select Not callable if you want to override a callable region on the country calendar, or click Not specified if you do not want to change the particular callable region on the country calendar.
In the Start Time Hour and Minute fields, if the start time has not automatically defaulted to the time you want the user defined calendar to begin taking effect, select the hour and minute from the respective lists.
Note: All times in the Hour field are displayed in 24 hour format (0:00 - 24:00). The Minute field allows you to select between 00 (on the hour) and 30 (on the half-hour) time increments.
In the End Time Hour and Minute fields, select the hour and minute from the respective lists. The end time is the time at which your user defined calendar will terminate and the default callable regions on the country calendar will resume.
In the Copy To area, select the days of the week to which you wish to copy this calling schedule (if any).
Note: Copying the calling schedule in this way is not required; however, if your calling schedule will not vary greatly between days of the week, this method provides a quick means to populate a baseline calling calendar. You can always go back to the individual days and modify the specific calling times.
Click Apply.
The user defined calendar is created and you return to the User Defined Calendar Details page.
In the Override Country and Region Calendars field on the User Defined Calendar Details page, select Yes, or No from the list.
Note: You must select Yes to execute the user defined calendar. If you select No, the user defined calendar will still be created, but it will not alter or expand upon the calling hours of the existing country and region calendars.
Click Update.
The Update User Defined Calendar Conformation page appears, warning you that overriding the country calendar will cause all users of this calendar to ignore any country specific restrictions.
Click Apply to override the country calendar with the user defined calendar.
The user defined calendar is created and you return to the User Defined Calendar Details page.
Creating Holidays and Exceptions
Use the steps below to create holidays or exceptions for use with calling calendars in Oracle Advanced Outbound Telephony.
To create holidays or exceptions for use with calling calendars, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Calling Calendars tab.
Click the Holidays and Exceptions subtab.
The Holidays and Exceptions page appears, displaying a summary view table of all existing holidays and exceptions.
Click Create Exception.
The Create Exception page appears.
In the Exception Name field, type a name for the holiday or exception you are creating.
In the fields provided in the Exception Type area, you can specify when you want the exception to occur. You can set an exception to happen on a given date each year, on a given date once ever, or on a regularly occurring interval (example - first Monday in January).
To set the exception to occur on a specified date each year, click the top radio button, select the month from the list of months, and select the day from the list of days.
To set the exception to occur on a specified date once ever, click the middle radio button, select a month from the list of months, select a day from the list of days, and type a year in the final field.
To set the exception to happen at a regularly occurring interval, click the bottom radio button, select the interval time from the list in the first field, select the day of the week from the list in the middle field, and select the month from the list in the last field.
Click Create.
The Holiday and Exception Details page appears, and you receive a confirmation message stating that your exception was successfully created.
From the list in the View/Edit Calendar field, select Edit Holiday Callable Regions.
The Holiday and Exception Details page refreshes to allow you to click an exception region.
Note: To get to the Exception Region Details page, you can click any of the region times; however, by clicking that time you automatically populate start time fields in the Exception Region Details page.
From the Region Type list on the Exception Region Details page, select Callable if you want to change the designated time period to callable hours, or select Not callable if you want change the designated time period to non-callable hours.
In the Start Time Hour and Minute fields, if the start time has not automatically defaulted to the time you want to begin calling, select the hour and minute from the respective lists.
Note: All times in the Hour field are displayed in 24 hour format (0:00 - 24:00). The Minute field allows you to select between 00 (on the hour) and 30 (on the half-hour) time increments.
In the End Time Hour and Minute fields, select the hour and minute from the respective lists.
Click Apply.
The Holiday and Exception Details page refreshes to display a confirmation message stating that your exception was successfully created.
Assigning Holidays and Exceptions
Use the steps below to assign holidays and exceptions to calendars in Oracle Advanced Outbound Telephony.
To assign holidays and exceptions to calendars, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. The holiday or exception you want to assign to a calendar must have already been created.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Calling Calendars tab.
Click the subtab for the appropriate calendar type.
Your options are:
Country Calendar
Region Calendar
User Defined Calendar
In the Calendar Name column, click the hyperlinked calendar name for the calendar to which you want to assign a holiday or exception.
Note: If the calendar to which you want to assign a holiday or exception is the child of another calendar, click the plus sign (+) for the appropriate parent calendar. This expands the parent calendar to show all of its child calendars.
Note: Now you can click the hyperlinked name of the child calendar.
The Calendar Details page appears for the selected calendar type.
From the side panel, click Exception List.
The Holidays and Exceptions page appears, displaying a summary view table of any holidays and exceptions already assigned to the selected calendar.
Click Assign Exception.
The Assign Exceptions to a Calendar page appears, displaying a summary view table of all existing holidays and exceptions.
In the Assign column, click the box for the exception you want to assign to the calendar.
Click Update.
The Holidays and Exceptions page appears, displaying the newly assigned exception in the summary view table.
Recycling is the process of determining how to process records that have been dialed. When a record is returned, a user-definable recycling algorithm is executed, which looks at the record, the call results, and previous calls to the record.
When creating a recycling algorithm, you must first decide whether you will use an existing algorithm as a model for your new one, or whether you want to create a completely new algorithm. If an existing algorithm contains relatively similar pre or post-processing actions, conditions or sub-conditions, you should use it as a basis for your new algorithm. The Oracle Advanced Outbound Telephony HTML Administration console allows you to do this by permitting you to copy existing algorithms. If your new algorithm will be significantly different from any existing ones, you should create a completely new algorithm.
You must then add or modify pre or post-processing actions (not required), or the conditions or sub-conditions for the algorithm. You then need to add an action for each condition or sub-condition. These actions will determine how the record is handled if the condition or sub-condition under which you add it is met.
For more information about recycling conditions and actions, refer to the Recycling concept topic.
Note: Each condition or sub-condition must have an associated action or you will receive an error.
There are two ways to create a recycling algorithm:
You can also use the recycling shadow feature, add pre and post-processing actions, add conditions, or add actions performed if no sub-conditions are met to the algorithm:
Creating Recycling Algorithms by Copying an Existing Algorithm
Use the steps below to create recycling algorithms by copying existing algorithms in Oracle Advanced Outbound Telephony.
To create recycling algorithms, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click Algorithms > Recycling Algorithms.
The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
On the Recycling Algorithms page, click Create Recycling Algorithm.
The Create Recycling Algorithm page appears.
In the Algorithm Name field, type a name for the new recycling algorithm.
Note: Algorithm names have a 64 character limit and only the following characters are supported:
A-Z
0-9
underscore, space, and hyphen
Select the Copy From Existing Algorithms option.
From the lists in the provided fields, select the existing algorithm you want to copy and select the source type you want to use.
Note: Source types define how fields from the database (typically TCA) map to the columns of a list entry.
Oracle Advanced Outbound Telephony recycling algorithms are directly associated to source types because they define which fields are present in a list.
Oracle Advanced Outbound Telephony supports two source types:
B to B - Business to Business (ORGANIZATION_CONTACT_LIST)
B to C - Business to Consumer (PERSON_LIST)
Click Create.
The new recycling algorithm is created.
The Recycling Algorithm Detail page appears, displaying a current and shadow view of the algorithm conditions.
Creating Completely New Recycling Algorithms
Use the steps below to create completely new recycling algorithms in Oracle Advanced Outbound Telephony.
To create recycling algorithms, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click Algorithms > Recycling Algorithms.
The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
On the Recycling Algorithms page, click Create Recycling Algorithm.
The Create Recycling Algorithm page appears.
On the Create Recycling Algorithm page, type a name for the new recycling algorithm in the Algorithm Name field.
Note: Algorithm names have a 64 character limit and only the following characters are supported:
A-Z
0-9
underscore, space, and hyphen
Select the Create New Algorithm option and from the list in the Select Source Type field, select the source type you want to use.
Note: Source types define how fields from the database (typically TCA) map to the columns of a list entry.
Oracle Advanced Outbound Telephony recycling algorithms are directly associated to source types because they define which fields are present in a list.
Oracle Advanced Outbound Telephony supports two source types:
B to B - Business to Business (ORGANIZATION_CONTACT_LIST)
B to C - Business to Consumer (PERSON_LIST)
Click Create.
The new recycling algorithm is created.
The Recycling Algorithm Detail page appears, displaying the summary view of the algorithm conditions. Since this is a new algorithm, no existing pre or post-processing actions, or add algorithm conditions should be displayed.
Adding Pre or Post-Processing Actions
Recycling algorithms utilize pre and post-processing actions to determine what happens to records before and after (respectively) the conditions apply.
Use the steps below to add pre or post-processing actions to existing recycling algorithms in Oracle Advanced Outbound Telephony.
To add pre or post-processing actions, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must also have an existing algorithm, to which you can add the pre or post-processing actions.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click Algorithms > Recycling Algorithms.
The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name of the algorithm to which you want to add pre or post-processing actions.
The Recycling Algorithm Detail page appears, displaying a summary view of all the existing pre and post-processing actions and all the existing conditions.
From the Recycling Algorithm Details page, click the Pre-Processing Action(s) link to add pre-processing actions, or click the Post-Processing Action(s) link to add post-processing actions.
The Edit Recycling Algorithm Action page appears, displaying a summary view table for pre or post-processing actions (depending on which link you clicked).
From the list in the Action column of the summary view table, select the action you want to add and click Update.
Note: Some actions require you to enter further information. The actions that require additional information have "..." after their name in the list. If the action you selected requires additional information, when you click Update, additional fields will appear, in which you need to enter information. Once you have entered the necessary additional information, click Update.
The selected action is added and the summary view table refreshes to show the new action.
On the Edit Recycling Algorithm Action page, click the hyperlinked algorithm name.
The Recycling Algorithm Detail page appears, displaying your new pre or post-processing action(s) in the shadow area.
If you are satisfied with your new pre or post-processing action(s), click Replace.
The Recycling Algorithm Detail page refreshes to display the new pre or post-processing actions.
Conditions and sub-conditions determine how the algorithm processes records that have been dialed. Conditions and sub-conditions are composed of three parts:
A condition
An operator
A value
To avoid confusion, since the first component of the algorithm condition being added is also called a condition, we refer to the entire statement (condition, operator, and value) as a condition statement for the purposes of this guide. Condition statements are structured in the following order: condition operator value. For example: STATUS contains ACTIVE (where STATUS is the condition, contains is the operator, and ACTIVE is the value), or: HOUSEHOLD_SIZE greater than 3 (where HOUSEHOLD_SIZE is the condition, greater than is the operator, and 3 is the value).
The Oracle Advanced Outbound Telephony HTML Administration console displays conditions and their sub-conditions in a treeview model.
Example:
Condition 1
Sub-condition 1
Sub-condition 2
Condition 2
Sub-condition 1
In the above example, Condition 1 and Condition 2 are top level conditions. If you want to have more than one expression in a single condition, it is very important how the expressions are joined (by AND or by OR).
If you want to have multiple top level conditions in your recycling algorithm, their order is very important. Once a condition is met, Oracle Advanced Outbound Telephony ignores all other conditions at the same level and only completes execution for the process within that condition block. In the above example, if Condition 1 is met, then Condition 2 (and Sub-condition 1 under Condition 2) will be ignored.
Use the steps below to add algorithm conditions (expressions) to existing recycling algorithms in Oracle Advanced Outbound Telephony.
To add algorithm conditions, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must also have an existing algorithm, to which you can add the conditions.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click Algorithms > Recycling Algorithms.
The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name of the algorithm to which you want to add conditions.
The Recycling Algorithm Detail page appears.
Note: If this is a new algorithm, the summary view will not contain any actions or conditions.
From the Recycling Algorithm Details page (Shadow area), click Root.
The Recycling Algorithm Condition Details page appears, displaying two areas:
a Sub-Conditions area
an Actions performed if no sub-condition is met area
Under the Sub-Conditions heading, click Insert Condition.
The Edit Recycling Algorithm Condition page appears, displaying a summary view table for algorithm conditions.
From the list in the Expression column, select the condition you want and click Update.
The Expression column expands with additional fields, to allow you to enter the operator and value for the condition.
From the field directly after the condition statement, select the operator you want to use for your condition.
From the last field, select the value you want to use for your condition and click Update.
The summary view table updates to show your new condition.
Note: If you want to add multiple expressions to the condition statement, repeat steps 5-7 in the next set of fields below the ones for your current expression, but remember to select how you want the expressions joined from the list in the Expressions Joined By field before clicking Update.
Note: If you want to add additional conditions, repeat steps 4-7 for each additional condition.
On the Edit Recycling Algorithm Condition page, click the hyperlinked algorithm name.
The Recycling Algorithm Detail page appears, displaying your new condition(s) in the shadow area.
If you are satisfied with your new algorithm condition(s), click Replace.
The Recycling Algorithm Detail page refreshes to display the new condition(s).
Adding Actions Performed if no Sub-Conditions Are Met
Use the steps below to add actions if no sub-conditions are met to existing algorithm conditions or sub-conditions in Oracle Advanced Outbound Telephony.
To add actions if no sub-condition is met, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must also have an existing algorithm, to which you can add the actions.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click Algorithms > Recycling Algorithms.
The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name of the algorithm to which you want to add conditions.
The Recycling Algorithm Detail page appears, displaying a summary view of all the existing pre and post-processing actions and all the existing conditions.
Note: If this is a new algorithm, the summary view will not contain any actions or conditions.
From the Recycling Algorithm Details page, click Root (if you want to add actions to a top level condition), or click Condition: for the condition under which the sub-condition to which you want to add an action resides.
The Recycling Algorithm Condition Details page appears, displaying two areas:
a Sub-Conditions area
an Actions if no sub-condition met area
Under the Actions if no sub-condition met field, click Insert Action.
The Edit Recycling Algorithm Action page appears, displaying a summary view table for actions.
From the Action column of the summary view table, select the action you want to add and click Update.
Note: Some actions require you to enter further information. The actions that require additional information have "..." after their name in the list. If the action you selected requires additional information, when you click Update, additional fields will appear, in which you need to enter information. Once you have entered the necessary additional information, click Update.
The selected action is added and the summary view table updates to show the new action.
On the Edit Recycling Algorithm Action page, click the hyperlinked algorithm name.
The Recycling Algorithm Detail page appears, displaying your new action(s) in the shadow area.
If you are satisfied with your new algorithm action(s), click Replace.
The Recycling Algorithm Detail page refreshes to display the new action(s).
Record filters are filters against which records are checked at the point of release. Record filters are created and applied to lists. They are able to check fields of list entries. Record filters check release fields to ensure they match defined parameters (STATE equal to Virginia). A match here will prevent the release of the record.
Use the steps below to create record filters in Oracle Advanced Outbound Telephony.
To create record filters, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Algorithms tab.
The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
On the Recycling Algorithms page, click the Record Filters subtab.
The Record Filters page appears, displaying a list of the existing record filters.
On the Record Filters page, click Create Record Filter.
The Create New Record Filter page appears.
In the Name field, type a name for the new record filter.
Note: Record filter names have a 64 character limit and only the following characters are supported:
A-Z
0-9
underscore, space, and hyphen
In the Select Source Type field, select the source type you want to use.
Note: Source types define how fields from the database (typically TCA) map to the columns of a list entry.
Oracle Advanced Outbound Telephony recycling algorithms are directly associated to source types because they define which fields are present in a list.
Oracle Advanced Outbound Telephony supports two source types:
B to B - Business to Business (Organization Contacts)
B to C - Business to Consumer (Persons)
Note: You can click Clear to delete the algorithm name and selected source type.
Click Next.
The Record Filter Rules page appears.
On the Record Filter Rules page, click Insert Rule.
The Record Filter Create Rule page appears, displaying a summary view table for record filter conditions.
Note: If this is a new record filter, the summary view will not contain any record filters.
From the Field column, type the name of the record field against which you want to run the record filters.
From the Operator column, select the operator you want to use in your record filters from the list.
From the Value field, type the value you want to use for your record filters.
Click Create.
The Record Filter Edit Rule page updates to display a confirmation note, stating that the record filter rule was created successfully.
If you want to add additional expressions to the same condition: repeat steps 8-11 in the next set of fields below the current expression, and click Create.
If you want to add additional conditions to the same rule:
From the list in the Add field, select the number of additional conditions you want to add, and click Go.
The Record Filter Create Rule page updates to display a second summary view table, in which you can create additional conditions for the record filter rule.
Repeat steps 8-11 (in the new summary view table fields), and click Create.
Click Done.
The Record Filter Rules page appears, displaying the new rule(s).
On the Record Filter Rules page, click the hyperlinked filter name.
The Record Filter Details page appears, displaying your new record filter(s) in the shadow area.
If you are satisfied with your new record filter(s), click Replace.
The Record Filter Details page refreshes to display the new record filter(s).
Validation rules allow you to make exceptions to the automatic list validation process. For example, you can use validation rules when time zone information is omitted from the record you are calling or the time zone information cannot be determined from the database, but you know you will be dialing calls in a certain time zone. If the country code or time zone is not known these records will fail the list validation process and will not be dialed. You can set a validation rule to allow you to dial these records because you are confident of what is in the list. By doing this, you can prevent these calls from failing the list validation process, and thereby not being dialed.
For a complete list of the current validation rules and a description for each, refer to the Validation Rules concept.
Use the steps below to create validation rules in Oracle Advanced Outbound Telephony.
To create validation rules, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Algorithms tab.
The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
Click the Validation Rules subtab.
The Validation Rules page appears, displaying a summary view table of all existing validation rules.
Click Create Validation Rule.
The Create Validation Rule page appears.
In the Rule Name field, type a name for the validation rule and click Create.
Note: Rule names have a 64 character limit and only the following characters are supported:
A-Z
0-9
underscore, space, and hyphen
The Validation Rule Details page appears.
On the Validation Rule Details page, click Insert Action.
The Edit Validation Rule Actions page appears, displaying a summary view table of all existing validation actions.
Note: If this is a new validation rule, the summary view will not contain any actions.
From the list in the action column, select the action you want to use for your validation rule, and click Update.
Note: Some actions require you to enter further information. The actions that require additional information have "..." after their name in the list. If the action you selected requires additional information, when you click Update, additional fields will appear, in which you need to enter information. Once you have entered the necessary additional information, click Update.
The selected action is added and the summary view table updates to show the new action.
Configuring Campaigns for Interaction Center Execution
The Campaigns page displays a list of campaigns set for execution in the interaction center. These campaigns are specified within Oracle Marketing (by a user with the Oracle Marketing Superuser responsibility). This page allows you to configure the interaction center specific parameters for the selected campaign.
Use the steps below to configure campaigns for interaction center execution.
To configure campaigns for interaction center execution, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. The campaign must have already been created in Oracle Marketing. For more information on creating campaigns, refer to Oracle Marketing Concepts and Procedures.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Campaigns tab (if not already displayed).
The Campaigns page appears, displaying a summary view table of All Campaigns (default view). The Campaigns page is the default page for the Oracle Advanced Outbound Telephony HTML Administration console. This page contains 2 seeded view settings:
My Campaigns - only displays campaigns created by your user account.
All Campaigns - allows you to view campaigns created by any user account.
The "All Campaigns" view is the default view for this page, however, you can select the "My Campaigns"view from the list in the Select Search field, or create your own custom view. To create a custom search view, refer to the Creating Custom Searches topic.
From the Name column, click the hyperlinked name of the campaign you want to configure.
The Interaction Center Campaign Details page appears.
Select the CTI Disabled box if you want to disable CTI for the selected campaign.
Note: The campaign cannot be set to CTI Disabled unless all of the campaign activities for the selected campaign are set to manual dialing mode.
Click Update.
You receive a confirmation message that your campaign details have been successfully updated.
Configuring Campaign Activity Details
The Campaigns page displays a list of campaigns that have been targeted for execution the interaction center. Each of these campaigns contain one or more campaign activities. These campaign activities are specified within Oracle Marketing (by a user with the Oracle Marketing Campaign WorkBench SuperUser responsibility). This page allows you to configure the interaction center specific parameters for the selected campaign activity.
Use the steps below to configure campaign activity details.
To configure campaign activities for interaction center execution, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. The campaign and campaign activity must have already been created in Oracle Marketing. For more information on creating campaigns and campaign activities, refer to the Oracle Marketing User Guide.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Campaigns tab (if not already displayed).
The Campaigns page appears, displaying a summary view table of all active campaigns. The Campaigns page is the default page for the Oracle Advanced Outbound Telephony HTML Administration console. This page contains 2 seeded view settings:
My Campaigns - only displays campaigns created by your user account.
All Campaigns - allows you to view campaigns created by any user account.
The "All Campaigns" view is the default view for this page, however, you can select the "My Campaigns"view from the list in the Select Search field, or create your own custom view. To create a custom search view, refer to the Creating Custom Searches topic.
From the Select Search list, select the search view you want.
From the Name column of the summary view table, click the name of the campaign activity you want to configure for interaction center execution.
The campaign activity names are displayed directly under the campaign name for the campaign to which they are associated. The campaign activity name is indented from the campaign name.
The Interaction Center Campaign Activity Details page appears.
From the Recycling Algorithm list, select the recycling algorithm you want the campaign activity to use.
Optionally, from the Record Filter list, select the record filter rule you want the campaign activity to use.
Optionally, from the Release strategy list, select the type of release strategy you want to use with the campaign activity.
The two options are:
Distribution - which pulls a specified ratio of records from each campaign activity at the same priority level over time.
Quota - which releases a specified number of records. Quota will reset after a specified amount of time has passed.
Note: If you selected Quota, in the Quota field you must type the number of records to be released, then in the Quote Reset fields select the hour and minute reset period for the campaign activity. These fields specify the hours and minutes before the quota value is reset to zero (0).
Optionally, check the Inherit Parameters from Campaign box.
If this box is checked, then the rest of the parameters on this page are inherited from the campaign to which the campaign activity is associated, you can click Update and you are done configuring the campaign activity parameters. Otherwise, continue on to the next step.
Refer to the Configuring Inherited Campaign Activity Parameters topic for steps to configure the inherited campaign activity parameters.
Optionally, from the list in the Calendar field, select the user defined calendar you want to associate with the campaign activity.
From the Dialing Method list, select the method of dialing you want to use with the campaign activity.
For more information on dialing methods, refer to the Dialing Methods topic.
If you select Timed Preview dialing, you must type a number in the Preview Time field. This is the amount of time Oracle Advanced Outbound Telephony will wait before automatically dialing the record.
Optionally, from the Validation Rule list, select the validation rule you want to use for the campaign activity.
From the lists in the Reset Time fields, select the time of day reset period for the validation reports.
This is the time (hour and minute) at which the validation reports on the Performance tab will reset.
Click Update.
You return to the Interaction Center Campaign Activity Details page and you receive a confirmation note stating that the configuration was successful.
Configuring Inherited Campaign Activity Parameters
The situation may arise where you have multiple campaign activities for a campaign. You may want all of those campaign activities to share the same parameters. Instead of configuring the same parameters over and over again for each campaign activity, Oracle Advanced Outbound Telephony allows you to configure campaign activity parameters in one location. Any campaign activity can then inherit these parameters, and changes made to these inherited parameters will affect ALL campaign activities in which the option to utilize inherited parameters has been selected.
Follow the steps below to configure the inherited campaign activity parameters.
To configure inherited campaign activity parameters, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. The campaign must have already been created in Oracle Marketing. For more information on creating campaigns and campaign activities, refer to Oracle Marketing Concepts and Procedures.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Campaigns tab (if not already displayed).
The Campaigns page appears, displaying a summary view table of all active campaigns. The Campaigns page is the default page for the Oracle Advanced Outbound Telephony HTML Administration console. This page contains 2 seeded view settings:
My Campaigns - only displays campaigns created by your user account.
All Campaigns - allows you to view campaigns created by any user account.
The "All Campaigns" view is the default view for this page, however, you can select the "My Campaigns"view from the list in the Select Search field, or create your own custom view. To create a custom search view, refer to the Creating Custom Searches topic.
From the Select Search list, select the search view you want.
From the Name column of the summary view table, click a campaign name hyperlink.
The Interaction Center Campaign Details page appears.
From the side panel, click the Campaign Activities hyperlink.
The Interaction Center Campaign Activities page appears.
From the side panel, click the Inherited Campaign Activity Parameters hyperlink.
The Interaction Center Inherited Campaign Activity Parameters page appears.
Optionally, from the list in the Calendar field, select the user defined calendar you want to associate with the campaign activity.
From the Dialing Method list, select the method of dialing you want to use with the campaign activity.
For more information on dialing methods, refer to the Dialing Methods topic.
If you select Timed Preview dialing, you must type a number in the Preview Time field. This is the amount of time Oracle Advanced Outbound Telephony will wait before automatically dialing the record.
Optionally, from the Validation Rule list, select the validation rule you want to use for the campaign activity.
From the lists in the Reset Time fields, select the time of day reset period for the validation reports.
This is the time (hour and minute) at which the validation reports on the Performance tab will reset.
Click Update.
The Interaction Center Inherited Campaign Activity Parameters refreshes to display a confirmation message stating that the campaign activity has been successfully updated.
Configuring Release Strategy Parameters
When using the distribution release strategy, Oracle Advanced Outbound Telephony pulls an indicated ratio of records from each campaign activity at the same priority level over time. Since the distribution strategy utilizes priority level and an indicated ratio number, you must set these in the Oracle Advanced Outbound Telephony HTML Administration console.
Use the steps below to set release strategy parameters.
To set release strategy parameters, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. The campaign and campaign activity must have already been created in Oracle Marketing (for more information on creating campaigns and campaign activities, refer to theOracle Marketing User Guide). The campaign activity must have at least one target group associated with it.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Campaigns tab (if not already displayed).
The Campaigns page appears, displaying a summary view table of all active campaigns. The Campaigns page is the default page for the Oracle Advanced Outbound Telephony HTML Administration console. This page contains 2 seeded view settings:
My Campaigns - only displays campaigns created by your user account.
All Campaigns - allows you to view campaigns created by any user account.
The "All Campaigns" view is the default view for this page, however, you can select the "My Campaigns"view from the list in the Select Search field, or create your own custom view. To create a custom search view, refer to the Creating Custom Searches topic.
Optionally, from the Select Search list, select the search view you want.
From the Name column of the summary view table, click the name of the campaign you want to configure for interaction center execution.
The Interaction Center Campaign Details page appears.
From the side panel, click the Campaign Activities hyperlink.
The Interaction Center Campaign Activities page appears, displaying a summary view table of all the campaign activities associated with the selected campaign.
From the list in the Distribution Priority column, select the priority level you want the campaign activity to use.
Priorities determine the relative priority of a campaign activity in comparison to other campaign activities. Campaign activities with a priority of Highest will be exhausted before Oracle Advanced Outbound Telephony moves on to campaign activities with a priority of High.
In the Distribution Weight field, type the number of records you want released from the campaign activity.
Click Submit.
You return to the Interaction Center Campaign Activities page and you receive a confirmation message that the Campaign Activity has been successfully updated.
Validating Campaign Activities
Use the steps below to validate a campaign activity in Oracle Advanced Outbound Telephony.
To validate a campaign activity, you must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. A campaign and campaign activity must have been imported into Oracle Advanced Outbound Telephony from Oracle Marketing. The status of the target group associated with the campaign activity must be set to "locked" via Oracle Marketing.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Campaigns tab (if not already displayed).
The Campaigns page appears, displaying a summary view table of all active campaigns. The Campaigns page is the default page for the Oracle Advanced Outbound Telephony HTML Administration console. This page contains 2 seeded view settings:
My Campaigns - only displays campaigns created by your user account.
All Campaigns - allows you to view campaigns created by any user account.
The "All Campaigns" view is the default view for this page, however, you can select the "My Campaigns"view from the list in the Select Search field, or create your own custom view. To create a custom search view, refer to the Creating Custom Searches topic.
From the Select Search list, select the search view you want.
From the Name column of the summary view table on the Campaigns page, click the name of the campaign containing the campaign activity you want to validate.
The Interaction Center Campaign Details page appears.
From the side panel, click Campaign Activities.
The Interaction Center Campaign Activities page appears, displaying a summary view table of all existing campaign activities associated to the selected campaign.
In the Action column for the campaign activity you want to validate, select one of the following:
Validate Now - runs validation on the campaign activity immediately
Schedule Validation - allows you to set a date and time at which validation will be run on the campaign activity
If you select Validate Now:
Click Submit.
The Interaction Center Campaign Activities page refreshes to display a confirmation message stating that the campaign activity has been updated successfully.
If you select Schedule Validation:
The Campaign Activity Validation page appears.
Select the Validate at a future time option.
In the Date field, use the calendar tool to select a date at which validation will run.
In the adjacent lists, select a time (hour and minute) at which validation will run one the selected date.
Click Schedule Validation.
The Campaign Activity Validation page refreshes to display a confirmation message stating that validation has successfully been scheduled.
Click Done.
Creating Campaign Activity Subsets
Use the steps below to create campaign activity subsets in Oracle Advanced Outbound Telephony.
To create campaign activity subsets, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. A campaign and campaign activity must have been imported into Oracle Advanced Outbound Telephony from Oracle Marketing.
HTML Login URL
Oracle Advanced Outbound Telephony Administrator
Click the Campaigns tab (if not already displayed).
The Campaigns page appears, displaying a summary view table of all active campaigns. The Campaigns page is the default page for the Oracle Advanced Outbound Telephony HTML Administration console. This page contains 2 seeded view settings:
My Campaigns - only displays campaigns created by your user account.
All Campaigns - allows you to view campaigns created by any user account.
The "All Campaigns" view is the default view for this page, however, you can select the "My Campaigns" view from the list in the Select Search field, or create your own custom view. To create a custom search view, refer to the Creating Custom Searches topic.
From the Select Search list, select the search view you want.
From the Name column of the summary view table on the Campaigns page, click the name of the campaign under which the campaign activity for which you want to create subsets resides.
The Interaction Center Campaign Details page appears.
From the side panel, click Campaign Activities.
The Interaction Center Campaign Activities page appears, displaying a summary view table of all existing campaign activities associated to the selected campaign.
From the Activity Name column of the summary view table, click the name of the campaign activity for which you want to create subsets.
The Interaction Center Campaign Activity Details page appears.
From the side panel, click Campaign Activity Subsets.
The Interaction Center Campaign Activity Subsets page appears, displaying a summary view table of all existing subsets for the selected campaign activity.
Click Create Subset.
The Create Subset page appears.
In the Subset Name field, type a name for the new subset.
Note: Subset names have a 64 character limit and only the following characters are supported:
A-Z
0-9
underscore, space, and hyphen
Optionally, from the Priority list, select the priority you want to assign the subset.
Note: Priorities determine the relative order of a subset in comparison to other subsets. It is similar to campaign activity priority however applied at a subset level.
Subset priority provides the ability to define the order in which the outbound campaign manager will check to determine if records are available for the release. Campaign activity priority order will be examined first, then within the selected campaign activity, the subset priority will be examined to determine the subset from which a record is to be selected.
Highest through Medium level priorities are preemptive; all campaign activity subsets with priorities in this range will be exhausted in priority sequence before the next priority level is used. Low and Lowest priorities are used in round-robin fashion; each of these campaign activity subsets will release its quantum of records, then the next campaign activity subset in the same priority level will be used.
Optionally, from the Release Strategy list, select a release strategy to use with the subset.
Note: Subset release strategy is similar to campaign activity release strategy however applied at a subset level. The release strategy influences the number of records to be released from a subset.
The distribution release strategy pulls a specified ratio of records from each campaign activity of the same priority level over time.
The quota release strategy stops releasing records from a campaign activity or subset when a pre-defined limit has been reached. This strategy disburses records from a campaign activity or subset based on the quota that is assigned to the campaign activity or subset.
In the Quantum field, type the number of records you want to set as your limit.
The quantum number is the number of records from each subset that are released before moving on to the next subset in the campaign activity.
If you selected a Quota release strategy, you must:
In the Quota field, type the number of records to be released
In the Quota Reset Hour and Minute fields, select the hour and minute reset period for the campaign activity. These fields specify the hours and minutes before the quota value is reset to zero (0).
Click Next.
The Create Campaign Activity Subset Selection Criteria page appears, displaying a summary view table for selection criteria conditions.
In the Field column, type the name of the field you want to use as the condition for the selection criteria.
Note: If you are not sure of the field name, you can click the search icon (flashlight). Doing so will open the Select a Field page, in which you can search for and select a field name.
From the list in the Operator column, select the operator you want to use for your subset condition.
In the Field Value column, type the value you want to use for your subset condition.
To test how many records this condition will pull from the campaign activity, click Test.
Click Create Subset.
Note: If you want to add multiple conditions to the condition statement, repeat steps 14-18 in the next set of fields below the ones for your current condition, but remember to select how you want the conditions joined from the list in the Join Condition field before clicking Create Subset.
The Interaction Center Campaign Activity Subsets page appears, displaying the new subset in the summary view table.
To activate/deactivate the subset:
In the Activate/Deactivate column, click Activate or Deactivate (depending on the current status of the subset).
Click Update.
What you are doing in this task is configuring Oracle Universal Work Queue to launch the desired Oracle business applications desktop interface. To do so, you select seeded classifications. These classifications are mapped to an application window or interface based on a particular media type. When an agent is requests delivery of that media type, the mapped business application is launched.
This setup is necessary to configure the application that needs to be popped, or launched, for an outbound media item. To configure a media screen pop for the UWQ Desktop, you must configure the media actions for Oracle Advanced Outbound Telephony.
Use the steps below to configure the UWQ media actions for Oracle Advanced Outbound Telephony.
HTML Login URL
Call Center HTML Administration
Click the UWQ Media Action tab.
The Media Classification Action Association page appears.
From the drop-down list in the Media Type column, select Oracle Advanced Outbound Telephony.
In the Classification column, type Campaign to associate to outbound TeleSales, or type Collection to associate to outbound Collections.
From the drop-down list in the Media Action column, select the Oracle application you want to launch.
If you typed Campaign in the Classification column (step 3), then select TeleSales Outbound Telephony function.
If you typed Collection in the Classification column (step 3), then select Outbound Collections Telephony function.
Click Update.
For more information and detailed steps setting up the media actions for Oracle Advanced Outbound Telephony, refer to the Oracle Universal Work Queue Implementation Guide.