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Oracle Customer Interaction History Implementation Guide
Release 12.1
Part Number E13466-04
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Oracle Customer Interaction History Implementation Guide

Contents

Title and Copyright Information

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Preface

Introduction

Overview of Oracle Customer Interaction History

Dependencies and Integration Points

Mandatory Dependencies
Accessing Oracle Customer Interaction History

Implementation Tasks

Implementation Task Sequence
Defining an Administrator

Administration Tasks

Outcome
Creating an Outcome
Updating an Outcome
Removing an Outcome
List of Results
Creating a Result
Updating a Result
Removing a Result
List of Reasons
Creating a Reason
Updating a Reason
Removing a Reason
Activity Type
Creating an Activity Type
Updating an Activity Type
Removing an Activity Type
List of Actions
Creating an Action
Updating an Action
Removing an Action
Wrap Up
Creating a Wrap Up
Updating a Wrap Up
Removing a Wrap Up
Action-Activity Type
Creating an Action-Activity Type Pair
Updating an Action-Activity Type Pair
Removing an Action-Activity Type Pair

Using Oracle Customer Interaction History

Interactions
Viewing Interactions (HTML)
Searching for Interactions (HTML)
Viewing Interactions (Self Service)
Filtering Interactions (Self Service)
Viewing Interactions (Forms)
Filtering Interactions and Activities (Forms)
Activities
Viewing Activities (HTML)
Searching for Activities (HTML)

Data Migration

Understanding Data Migration
Using Interaction History Migration
Outcome-Result Administration
      Creating an Outcome-Result Pair
      Removing an Outcome-Result Pair
Result-Reason Administration
Creating a Result-Reason Pair
Removing a Result-Reason Pair

Concurrent Programs

Interaction History Bulk Processor
      Scheduling the Interaction History Bulk Processor Concurrent Program
      Using the Error Viewer
Interaction History Import
      Validating Data
      Loading the Data into Staging Tables
      Scheduling the Interaction History Data Import Concurrent Program
      Deleting the Staging Table Rows
Interaction History Purge

API Reference

Types of APIs
Parameter Specifications
      Standard IN Parameters
      Standard OUT Parameters
      Parameter Size
      Missing Parameter Attributes
      Parameter Validations
      Invalid Parameters
Version Information
Status Messages
APIs
Customer Interaction
      Media Item
      Media Life Cycle
      Activity
      Interaction
      Relating Customer Interaction Information
Package JTF_IH_PUB
      Data Structure Specifications
Non-cached Creation APIs
      Overview
      Process Flow
      Create_MediaItem
      Create_MediaLifecycle
      Create_Interaction
Cached Creation APIs
      Overview
      Process Flows
      Open_MediaItem
      Update_MediaItem
      Add_MediaLifecycle
      Update_MediaLifecycle
      Close_MediaItem
      Open_Interaction
      Update_Interaction
      Create_Interaction_Activity
      Update_Interaction_Activity
      Update_ActivityDuration
      Close_Interaction
Counting APIs
      Overview
      Get_InteractionCount
Messages and Notifications
      JTF_IH_PUB
Sample Code
      Non-cached Creation APIs
      Cached Creation APIs
      Counting APIs

Data Validations

Interaction Validations and Defaults
Activity Validations and Defaults
Media Item Validations and Defaults
Media Item Life-cycle Segment Validations and Defaults