Browser version scriptSkip Headers

Oracle® Fusion Applications Sales Implementation Guide
11g Release 1 (11.1.3)
Part Number E20373-03
Go to contents  page
Go to Previous  page
Go to previous page

13 Common Applications Configuration: Define WebLogic Communication Services Configuration

This chapter contains the following:

Define WebLogic Communication Services Configuration

Click to Dial: Top Tasks

Define WebLogic Communication Services Configuration

Enhanced Click-to-Dial Components: How They Work Together

Oracle Fusion Click-to-Dial is a user friendly way to receive calls from your customers and contacts and to record those interactions. Outgoing calls are made through the hyper-linked phone numbers seen displayed with customer and contact information and through contextual action dialogs. A Click-to-Dial tool bar is used as a dashboard for call status and taking actions on inbound and outbound calls. The tool bar is supported by an infrastructure of connectors and telephony systems that enable this to happen. A delivered generic application program interface (API) enables Click-to-Dial to work with any switch or telephony vendor. Oracle does not author or maintain these connectors, except for Oracle Contact Center On Demand (COD), which is also a reference implementation. For this release, the COD connector is supported only on Windows desktops and Linux. This restriction will be removed in later releases.

Click-to-Dial Architecture


An agent initiates their availability for inbound voice communications by signing in to a connector via the tool bar. The agent signs in via a single connector for that toolbar session. Each connector is associated with an agent or agents. The agent has an assigned agent group, agent identifier and password for each connector. This enables the Agent to sign on to a connector and use the tool bar to receive and transfer calls to other agents and customers or contacts. There may also be other parameters required at this agent level for the telephony system. These can be designated at the agent connector parameter level and passed by the connector to the telephony system. Agents may also record each of these transactions via the Oracle Fusion Interaction features.


Connectors perform the linking of the agent to the telephony system that enables the outgoing and incoming calls via Click-to-Dial. The Oracle Contact on Demand Connector is delivered. Contact On Demand is a multichannel, all-in-one call center application that itself connects to the Public Switched Telephony Network (PSTN) to provide voice communication capability. Other connectors may be added using the delivered template.

Telephony Systems

These are third party systems used to establish telephone communications to and from the customer site. They can operate over the internet protocol layer or on hard wired telephony networks.

Tool Bar

This user interface to the Click to Dial feature enables you to establish the connection with the software connector to the telephony system. You may receive, ignore, hold, or transfer a call from your customers and contacts. You can also consult with another agent with the calling party on the line or on hold.

The Oracle Fusion Interactions application can be used to record the particulars of the call using the interactions user interface. Upon receiving a call the tool bar will use the incoming phone number to identify the caller. If the caller is known, an interaction window will be created and opened. If the caller is unknown, the tool bar will popup a window allowing you to search the customers or contacts available to you. If the company is known but not the caller, the list of contacts available to you from that company will be searched. Once the call is completed the Interaction wrap-up screen can be programmed to popup at the end of the call enabling the Agent to finish noting any further call details.

Click to Dial: Explained

Use Click to Dial to place a call to a contact from a hyperlink on the phone number or phone icon.

Here are a few topics that are important to know when using Click to Dial:


Click to Dial must be enabled to make calls using the various contact information pages and pop-up UIs. When enabled, phone numbers appear as hyperlinks. Interaction logging is available if that feature is enabled. If interaction logging is available, a note indicating that fact will be displayed in the UI. See Click to Dial: Top Tasks for more information about enabling these features.

Normal Call Flow

Click to Dial uses a call-the-caller-then-call-the-callee procedure for completing a phone call. That format and the normal flow of this procedure are described below.


Click to Dial does not work on phone numbers that are marked with a Do Not Call icon.

Interaction Records and Notes

Click to Dial automatically creates an interaction record of the call, when that feature is enabled. The details window that provides the phone number may also show an Interaction icon that you can click to display a list of interaction records to edit, for example to provide a description of the call. The window may also provide a notes feature that you can use to record notes during the call.

Interaction Logging

The interaction record is logged as soon as the call is either successfully set up or known to have failed.

The interaction log records 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. The description is automatically updated with these three items:

The call resolution code is determined from OWLCS and recorded in the interaction:

OWLCS Call Status

Resolution Code in Interaction



















Editing interactions

Once the call is established, if Interactions is available, you can use the Interactions icon on the UI to launch the interaction record list view. Select the current interaction record to edit it.

Operational Notes

Because of the call-the-caller-then-call-the-callee format, there are some conditions that may occur due to several calling situations. Some of these conditions are described below:

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

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

Configure and Deploy WebLogic Server

Integrate Communications Services

Specify the Domain and Address

Enable Click to Dial

Call Logging via Fusion Interactions