Applications Workforce Deployment Implementation Guide
11g Release 1 (11.1.2)
Part Number E20379-02
This chapter contains the following:
Click to Dial: Top Tasks
Click to Dial is a feature of the customer contact process. Phone communication to customers and employees is initiated with a click of the mouse, leveraging your customer contact information and the application context. The Click to Dial feature uses Oracle WebLogic Communication Services, OWLCS, to enable communications. Applications that provide the Click to Dial functionality do so primarily through contextual actions in the application.
Additionally, Click to Dial utilizes Oracle Fusion Interactions as an optional transaction logging feature that will track information about the call such as the customer, call participants, a timestamp noting the start time of the call, the direction of the communication, in or outbound, and the resolution code.
Click to Dial integrates with your telephony environment and must be manually enabled in your deployment. This topic highlights what is required to set up the Click to Dial feature and to implement logging of the calls made using the Click to Dial feature.
Terms used in setting up these communications
PSTN: Public switched telephone network is the network of the world's public circuit-switched telephone networks.
SIP: Session initiation protocol, an open signaling protocol standard that is used to set up phone calls
TPCC: Third Party Call Control enables an application to control the telephone network to set up calls automatically.
OWLCS: Oracle WebLogic Communication Services. Offers the TPCC service to Fusion applications and sets up the calls via SIP integration with the telephony network.
The set up task list Define WebLogic Communication Services Configuration delineates five tasks required for the correct configuration and implementation of Click to Dial. There is an optional task, separate from the set up task list, required for implementing Interaction logging.
Information about implementing Click to Dial can be found in the Oracle Fusion Applications Administrator's Guide. Detailed information about configuring and maintaining WebLogic Communication Services is found in the Oracle WebLogic Communication Services Administrator's Guide