This chapter covers the following topics:
Mandatory dependencies are required in order for Oracle Interaction Blending to function. Oracle Interaction Blending relies on several products for data and functionality. The following products must be installed and implemented before you begin the implementation of Oracle Interaction Blending.
Oracle Interaction Blending delivers inbound telephony and web callbacks to agents according to the service levels set in inbound service plans.
For information about managing server groups, see Oracle Interaction Center Server Manager Implementation Guide. For information about setting up inbound telephony and web callbacks, see Oracle Advanced Inbound Telephony Implementation Guide.
Oracle Interaction Blending delivers outbound telephony to agents according to the service levels set in outbound service plans.
For information about setting up outbound telephony, see Oracle Advanced Outbound Telephony Implementation Guide.
Agents access blended media from a Blended node in the Oracle Universal Work Queue work selector.
For information about Oracle Universal Work Queue, see Oracle Universal Work Queue Implementation Guide.
You install Oracle Interaction Blending by performing the Oracle Applications Rapid Install process.
The Rapid Install is intended for customers who are installing Oracle Applications for the first time or upgrading to Release 12.
The Rapid Install is provided on CD-ROMs and is available from Oracle Store at http://oraclestore.oracle.com. For information about installing Oracle Applications using Rapid Install, see Oracle E-Business Suite Installation Guide: Using Rapid Install. For information about upgrading Oracle Applications using Rapid Install, see Oracle E-Business Suite Upgrade Guide: Release 11i to Release 12.
The product interfaces are accessed by providing the Uniform Resource Locator (URL) for the environment in an Oracle Applications 12-compliant Web browser and navigating to the hyperlink for the login page for the specific technology stack. You can also provide the URL for the specific login page. This URL is referred to as your login URL.
Use this URL to navigate to the E-Business Home Page URL or the CRM Home page URL.
http://<host>:<port>/
To navigate to the E-Business Home Page URL, choose Apps Logon Links > E-Business Home Page.
To navigate to the CRM Home Page URL, choose Apps Logon Links > CRM Home Page.
This URL is sometimes referred to as the Apache or JTF login URL. Use this URL to open the login page for HTML-based applications.
http://<host>:<port>/OA_HTML/jtflogin.jsp
This URL is sometimes referred to as the Self-Service Web Applications or SSWA login URL. Use this URL to open the login window for Oracle Applications via the E-Business Home Page. You can access Forms-based or HTML-based applications from the Personal Home Page.
http://<host>:<port>/OA_HTML/US/ICXINDEX.htm
An application user is an authorized user of Oracle Applications and is uniquely identified by a username. After the user account has been defined, the application user can sign on to Oracle Applications at the E-Business Home Page or CRM Home Page login.
Note: Oracle Applications is installed with a system defined username and password.
Username: sysadmin
Password: sysadmin
An application user enters a username along with a password to sign on to Oracle Applications. The password assigned by the system administrator is temporary. When signing on for the first time, the application user will be prompted to change the password. Access to specific functionality and data will be determined by the responsibilities assigned to your user account.
A system administrator assigns one or more responsibilities to an application user. A responsibility is a level of authority that allows a user to access specific functionality and data in Oracle Applications. Oracle Applications is installed with predefined responsibilities. A system administrator can modify a predefined responsibility or create custom responsibilities.
The following table describes the predefined responsibilities that are used to implement Oracle Interaction Blending.
| Responsibility | Function | Interface |
|---|---|---|
| Call Center HTML Administration | Access the administration console:
|
E-Business Home Page or CRM Home Page |
| System Administrator | Create a user for administering Oracle Interaction Blending. Set values for profile options. |
E-Business Home Page or CRM Home Page |
In the E-Business Home Page, after the user signs on, a list of available responsibilities appears. To switch responsibilities in the E-Business Home Page, click a responsibility. To switch responsibilities in the Forms interface, choose Switch Responsibility from the File menu.
In the CRM Home Page, after the user signs on, the user must select a default responsibility (even if the user has only one responsibility). The next time the user signs on, the tabs related to the default responsibility appear. To switch responsibilities, go to Navigation Preferences in your profile (Profile icon). In the Switch Responsibilities section, select another responsibility from the Current Responsibility list.