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Oracle Advanced Outbound Telephony Implementation Guide
Release 12.1
Part Number E13404-04
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Oracle Advanced Outbound Telephony Implementation Guide

Contents

Title and Copyright Information

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Preface

Introduction to Oracle Advanced Outbound Telephony

Overview of Oracle Advanced Outbound Telephony
Features
New in This Release

Dependencies and Integration Points

Architecture
Oracle Advanced Outbound Telephony Physical Architecture
Oracle Advanced Outbound Telephony Servers
Oracle Marketing Integration
Responsibilities
Concepts

Before You Begin

Related Documentation
Installing Oracle Advanced Outbound Telephony
Accessing Oracle Advanced Outbound Telephony
User Accounts
Responsibilities
Dependencies
Requirements
      Minimum Software Requirements
      Minimum Hardware Requirements
Sizing Guidelines
      Sizing Parameters for the Oracle Advanced Outbound Telephony Servers
      Factors That Determine the Hardware Size

Implementation Overview

Implementation Planning
      Collecting Information
      Setup Planning
Implementation Prerequisites
Process Description

Implementation Tasks

Creating and Configuring Oracle Advanced Outbound Telephony Users
Installing and Configuring the CTI Middleware
Configuring TableSpaces in Your Database
Implementing the Oracle Advanced Outbound Telephony Servers
Setting up Oracle Customer Interaction History
Setting up Oracle Marketing
Configuring Oracle Sales
Configuring Oracle Advanced Outbound Telephony
Configuring Oracle Universal Work Queue

Administration Tasks

Campaigns and Campaign Activities
Campaign Activity Management
Recycling Algorithms
Record Filters
Validation Rules
Country Calendars
Region Calendars
User Defined Calendars
Performance
Administration

Diagnostics and Troubleshooting

Failover and Load Balancing Behavior
Diagnostic Tools
Troubleshooting Oracle Advanced Outbound Telephony
Oracle Advanced Outbound Telephony Central Server Troubleshooting
Oracle Advanced Outbound Telephony Dial Server Troubleshooting

Seed Data

Adding Do Not Use Reason Codes
Adding Priority Values
      Adding Campaign and Campaign Activity Priority Values
      Adding Subset Priority Values
Setting the Positive Flag for Outcome and Result Codes