Implementation Tasks

This chapter covers the following topics:

Implementation Task Sequence

Perform the steps in the following table to implement Oracle Interaction Blending. The Number column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility required to complete the step.

Step Required Description Responsibility
1 Yes Create an Oracle Interaction Blending administrator.
You will use this user account to perform the remaining steps.		 System Administrator
2 Yes, for inbound service plans For inbound service plans, create inbound contact channels (classifications).
Contact channels are assigned to service plans.
See: Oracle Advanced Inbound Telephony Implementation Guide		 Call Center HTML Administration
3 Yes, for outbound service plans For outbound service plans, create outbound contact channels (campaigns).
Contact channels are assigned to service plans.
See: Oracle Advanced Outbound Telephony Implementation Guide		 Call Center HTML Administration
4 Yes Add an Interaction Blending server to an interaction center server group.
See: Oracle Interaction Center Server Manager Implementation Guide		 Call Center HTML Administration
5 Yes Create service levels. Call Center HTML Administration
6 Yes Create a service plan. Call Center HTML Administration
7 No Add a regional plan to the service plan. Call Center HTML Administration
8 Yes Configure Oracle Universal Work Queue profile options for Oracle Interaction Blending. System Administrator

Defining an Administrator

Use the following procedure to create a user account for administering Oracle Interaction Blending.

Login

E-Business Home Page

Responsibility

System Administrator

Prerequisites

None

Steps

  1. In the Navigator window, on the Functions tab, choose Security > User > Define.

    The User window appears.

    Use the following guidelines to define Oracle Applications user names:

    • 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.

  2. 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').

  3. In the Password field, enter the password for the user account and then press Tab.

    The cursor remains in the Password field.

  4. Enter the password again to verify it.

  5. If you want to use this account to submit concurrent programs for Oracle Interaction Blending, then select an employee to associate with this user account from the Person field.

  6. In the Responsibilities tab, add the following responsibilities:

    Responsibility Function Interface
    Call Center HTML Administration Access the administration console:

    • Create service levels

    • Create service plans

    		 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

    Once the user record has been saved, you cannot delete an assigned responsibility. Oracle Applications maintains audit data for assigned responsibilities.

    To deactivate an assigned responsibility, set the effective end date (in the Effective Dates - To field) of the assigned responsibility to the current date. To activate an assigned responsibility, clear or reset the effective end date.

  7. From the File menu, choose Save.

    You may close the Users window.