This chapter covers the following topics:
This guide assumes that, at a minimum, you have performed the following:
Installed Oracle Applications (database, technology stack, and Oracle Applications files).
Installed JInitiator on the agent desktop.
Optionally, implemented Oracle Human Resources Management Systems.
Implemented CRM Foundation Resource Manager.
Implemented the Oracle Applications that will be used to create application work (for example, opportunities or service requests) or opened when a media item is delivered to the agent desktop.
The following table presents the steps and sequence in which they need to be followed to successfully implement Oracle Universal Work Queue.
| Number | Required? | Description | Responsibility |
|---|---|---|---|
| Step 1 | Required | Define an administrator for Oracle Universal Work Queue. | System Administrator |
| Step 2 | Required | Create an interaction center agent. | HRMS Manager (if Oracle Human Resource Management Systems is installed) CRM Resource Manager System Administrator |
| Step 3 | Required | Configure system profile options for application work. | System Administrator |
| Step 4 | Required | Configure system profile options for media implementations. | System Administrator |
| Step 5 | Required | Implement an Interaction Center Server Manager node for media implementations. Implementing an Interaction Center Server Manager node is an integral part of the Oracle Universal Work Queue server configuration. Step-by-step instruction is provided in the Oracle Interaction Center Server Manager Implementation Guide. See: Oracle Interaction Center Server Manager Implementation Guide. |
Call Center HTML Administration |
| Step 6 | Required | Implement a single-site or multi-site interaction center for media implementations. Implementing a single-site or multi-site interaction center involves the creation of a server group or server groups. This is accomplished from the ICSM tab. Step-by-step instruction is provided in the Oracle Interaction Center Server Manager Implementation Guide. See: Oracle Interaction Center Server Manager Implementation Guide. |
Call Center HTML Administration |
| Step 7 | Optional | Implement Oracle Advanced Inbound. This step is required for inbound or web callback. See: Oracle Advanced Inbound Telephony Implementation Guide. |
Not Applicable |
| Step 8 | Optional | Implement Oracle Advanced Outbound Telephony. This step is required for outbound. See: Oracle Advanced Outbound Telephony Implementation Guide. |
Not Applicable |
| Step 9 | Required | Configure Oracle Universal Work Queue to produce an application screen pop for media work. This step is required for media implementations. |
Call Center HTML Administration |
| Step 10 | Required | Configure Oracle Universal Work Queue for work launch configuration. | Call Center HTML Administration |
| Step 11 | Optional | Configure Oracle Universal Work Queue to blend inbound and outbound media work. This step is required for implementations including Interaction Blending. See: Oracle Interaction Center Intelligence Implementation Guide. |
System Administrator |
| Step 12 | Optional | Integrate Oracle Universal Work Queue with Oracle Interaction Center Intelligence. See: Oracle Interaction Center Intelligence Implementation Guide. |
System Administrator |
Use the following procedure to define an Interaction Center administrator.
Oracle Forms Applications
System Administrator
Review Oracle Applications Systems Administrator's Guide.
Steps
In the Navigator window, on the Functions tab, choose Security > User > Define.
The User window appears.
Use the following guidelines to define usernames in Oracle Applications:
Use only one word.
Use only alphanumeric characters ('A' through 'Z', and '0' through '9').
Use only the set of characters that your operating system supports for filenames.
In the User Name field, enter the name of the user.
The password is temporary. When the user signs on to Oracle Applications for the first time, the message “Your password has expired” appears and the user is prompted to set a new password.
Use the following guidelines to define Oracle Applications passwords:
Use at least five characters and no more than 100 characters.
Use only alphanumeric characters ('A' through 'Z', and '0' through '9').
In the Password field, enter the password for the user account and then press Tab.
The cursor remains in the Password field.
Enter the password again to verify it.
In the Responsibilities tab, add the following responsibilities.
Responsibilities for Application Work
If the administrative user will be administering Universal Work Queue for application work, assign the following responsibilities:
| Responsibility | Function | Type |
|---|---|---|
| System Administrator | Create user accounts. | Self-Service |
| HRMS Manager, for example US HRMS Manager (if Oracle Human Resource Management System is installed) | Create an employee. | Self-Service |
| CRM Resource Manager | Create a CRM resource. | Self-Service |
| CRM Task Manager | Create tasks to verify application work in Universal Work Queue. | Self-Service |
| Oracle Universal Work Queue Administration | Used to run Universal Work Queue concurrent programs and configure lookups. | Forms |
| Universal Work Queue Work Provider Site-Level Administrator | Used to administer Universal Work Queue. | Self-Service |
Responsibilities for Media Work
If the administrative user will be administering Oracle Universal Work Queue for media work, assign the following responsibilities:
| Responsibility | Function | Type |
|---|---|---|
| System Administrator | Create user accounts. | Self-Service |
| HRMS Manager, for example US HRMS Manager (if Oracle Human Resource Management System is installed) | Create an employee. | Self-Service |
| CRM Resource Manager | Create a CRM resource. | Self-Service |
| CRM Task Manager | Create tasks to verify application work in Universal Work Queue. | Self-Service |
| Oracle Universal Work Queue Administration | Run Universal Work Queue concurrent programs and configure lookups. | Forms |
| Call Center HTML Administration | Serves various functions: Implement Interaction Center Server Manager. Create a server group. Configure Oracle Universal Work Queue to produce an application screen pop for media work. |
HTML |
After you assign a responsibility and save the record, you cannot delete an assigned responsibility. Oracle Applications maintains audit data for assigned responsibilities.
Note: To deactivate a responsibility after it is assigned, set the "effective end date" to the "current date". This is accomplished in the Effective Dates - To field. To activate a responsibility after it is assigned, clear or reset the effective end date.
From the File menu, choose Save.
You may close the Users window.
Do the following steps to create interaction center agents for Universal Work Queue.
Note: Define an administrator for the interaction center. Administrators have all of the responsibilities necessary to create interaction center agents.
Create an employee.
Create an Oracle Applications user account.
Create a resource for the employee.
Configure system profile options.
Configure resource roles for the newly created resource.
Create group member roles and usage for an agent.
This step applies to implementations that also include Oracle Telesales and is performed in CRM Resource Manager.
Configure interaction center parameters for the agent.
This step applies to media work only and configuration must be performed for interaction center server group and telephony parameters. These parameters are defined using CRM Resource Manager.
Before you can set up a user on the system, define as an employee the agent who will use Oracle Universal Work Queue. Do this by using Oracle Human Resource Management Systems (if installed) or in CRM Resource Manager.
Note: If you have a full Oracle HRMS license, you can create employees using Oracle HRMS. If you have a shared Oracle HRMS license or if Oracle HRMS is not installed, use CRM Resource Manager. The navigation paths vary depending on whether you have a full license or a shared license. If you have the full installation of Oracle Human Resources, which is a module of Oracle HRMS, do this step using the HRMS Manager responsibility. See Managing People Using Oracle HRMS.
Oracle Forms Applications
HRMS Manager
None
Steps
In the Navigator window, on the Functions tab, choose People > Enter and Maintain.
The Find Person window appears.
Click New.
The People window appears.
Enter the appropriate information for the employee.
Note: The Last (Name), Gender, and Category fields are required. Other fields may be required depending on how Oracle Human Resource Management Systems is set up for your enterprise. Make sure that you select "Employee" as the type from the list in the Type field. If the Employee (Number) field is unavailable for selection, then Oracle HRMS is set to automatically generate the employee number when the employee record is saved. If fields such as SSN and DOB are left blank, then when you attempt to save the record, a message appears describing the consequences of the blank fields.
From the File menu, choose Save.
Use this procedure to create an employee when you have a shared Oracle HRMS License or if Oracle HRMS is not installed. This procedure populates the same database tables as the Enter and Maintain procedure in Oracle Human Resource Management Systems.
Note: If you have the full installation of Oracle HRMS license you will not be able to create employees using CRM Resource Manager and will receive an error message indicating that you must use Oracle HRMS.
Oracle Forms Applications
CRM Resource Manager
None
Steps
In the Navigator window, on the Functions tab, choose Maintain Employee > Employee.
The Find Person window appears.
Click New.
The People window appears.
Enter the appropriate information for the employee.
Note: The Last (Name), Gender, and Category fields are required. Other fields may be required depending on how Oracle Human Resource Management Systems is set up for your enterprise. Make sure that you select "Employee" as the type from the list of values in the Type field. If the Employee (Number) field is unavailable for selection, then Oracle HRMS is set to automatically generate the employee number when the employee record is saved. If fields such as SSN and DOB are left blank, then when you attempt to save the record, a message appears describing the consequences of blank fields..
From the File menu, choose Save.
Use this procedure to create an Oracle Applications user for the employee. Define an employee before establishing a user account. When you create a user account, in addition to setting the user name and password, assign responsibilities to the user. Some Oracle applications require the assignment of roles in addition to responsibilities. Although responsibilities have the same names as roles, they perform different functions. Responsibilities are a general feature of all Oracle Applications and control which features of the application a user can access. By contrast, the roles that are set up in CRM Resource Manager control the information a user can view and modify.
Note: If you have the full installation of Oracle HRMS license, you cannot create employees by using CRM Resource Manager, which will result in receiving an error message indicating that you must use Oracle HRMS.
Oracle Forms Applications
System Administrator
None
Steps
In the Navigator window, on the Functions tab, choose Security > User > Define.
The User window appears.
In the User Name field, enter a user name for the account. Use the following guidelines to define usernames in Oracle Applications:
Alphanumeric characters ('A' through 'Z', and '0' through '9'), underscore, space, or hyphen.
Character sets that are supported by your operating system.
In the Password field, enter a password for the user account. Use the following guidelines for creating passwords for user accounts.
Minimum of 5 characters.
Maximum of 100 characters.
Alphanumeric characters ('A' through 'Z', and '0' through '9'), underscore, space, or hyphen.
Press Tab.
You will return to the Password field. You will need to reenter the password for validation purposes. Once you renter the password, press Tab again.
In the Person field, select the employee to be associated with the username and password.
In the Responsibilities tab, assign one or more responsibilities to the user. For example, Telesales agent or Collections agent.
See the appropriate Oracle Applications Implementation Guide for details regarding the responsibilities that need to be defined for each application.
From the File menu, choose Save.
Use this procedure to import an employee as a resource.
Oracle Forms Applications
CRM Resource Manager
You must first set up the employee in Oracle HRMS or CRM Resource Manager. Review CRM Foundation Concepts and Procedures.
Steps
In the Navigator window, on the Functions tab, choose Maintain Resources > Import Resources.
The Selection Criterion window appears.
In the Resource Category field, select Employee.
In the Name field, select the name of the employee you wish to import as a resource.
If you are importing a single employee, select the employee from the list of values. For groups of employees, search by job title, competency, or other search criteria.
Click Search.
The employee or employees that match your search criteria will appear in the Search Results area. The Select box for those employees that meet the search criteria will automatically be selected.
Deselect the boxes for the employees that you do not want imported as a resource.
Click Create Resource.
The Default Values window appears.
Click OK.
The Selected Resources window appears. The Comments field indicates whether the resource is a new record, duplicate record, or duplicate record with a new role definition. The Select boxes are automatically selected.
Click Save Resource.
Click Details.
Click the Roles tab.
In the Roles Type field, select Call Center.
In the Role field, enter Call Center Agent.
Select the Interaction Center tab.
In the Interaction Center field, select the appropriate server group.
Enter the telephony parameters.
The parameters that you enter will depend on which telephony parameters are required for the CTI middleware you are using.
Click Save.
Profile options are parameters that control and affect the way an application functions. The procedure for setting up and changing profile options is the same for all Oracle Applications.
Use this procedure to set system profile options for Universal Work Queue.
Oracle Forms Applications
System Administrator
Review Oracle Applications Systems Administrator's Guide
Review Appendix B for a list of the profile options for Universal Work Queue.
Steps
In the Navigator window, on the Functions tab, choose Profile > System.
The Find System Profile Values window appears. By default, the Site and Profiles with No Values boxes are selected.
Specify the level or levels at which you wish to view or set profile option values.
Typically, profile options are set for the Oracle Applications instance (also referred to as site level). Then, if necessary, the profile options are modified for a user or a set of users working under a responsibility.
To view or set profile options for all users, select the Site box.
To view or set profile options for users working under responsibilities owned by a specific application, select the Application box.
To view or set profile options for users working under a specific responsibility, select the Responsibility box and then select a responsibility from the list of values.
To view or set profile options for a specific user, select the User box and then select a username from the list of values.
To display profile options both with and without values, select the Profiles with No Values box.
To display profile options that include a specific character string, enter the string in the Profile field.
In the Profile field, enter IEU% to locate all of the Oracle Universal Work Queue profiles.
Click Find.
The System Profile Values window appears.
Set the values for the profile options at one or more levels.
Tab to the user column to set profile options at the User level. When a profile option is set at more than one level, the value entered at the Site level is assigned the lowest priority and is superseded by any value entered at the Application level. Any value entered at the Responsibility level will supersede Application level settings. The value assigned at the User level is given the highest priority, overriding any values entered at other levels.
From the File menu, choose Save.
The Oracle Universal Work Queue server provides the infrastructure for real-time media availability. It delivers media information (counts and classifications), items, and events. It controls media items through media controllers, such as the Softphone.
Media providers (for example, Oracle Advanced Inbound Telephony, Oracle Advanced Outbound Telephony, and Oracle Interaction Blending) plug in to the Oracle Universal Work Queue infrastructure for the delivery of the media information. It provides common functions to all media providers, including the assignment of agents to the media provider, channeling of media items to applications, and passing control instruction between the application, media controller, and media provider. The Oracle Universal Work Queue server also integrates Web collaboration through Oracle Advanced Inbound Telephony.
The configuration of the Oracle Universal Work Queue server involves creating server groups. The server groups and server processes for Oracle Universal Work Queue are created from the ICSM tab in )the Call Center HTML Administration. You can create server groups for single or multi-site interaction centers.
The steps for creating server groups, single and multi-site interaction centers are covered in the Oracle Interaction Center Server Manager Implementation Guide. The Call Center HTML Administrator responsibility is required to do these tasks.