Oracle Advanced Outbound Telephony Implementation Guide

Contents

Title and Copyright Information

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Preface

Introduction to Oracle Advanced Outbound Telephony

Overview of Oracle Advanced Outbound Telephony

Features

Dependencies and Integration Points

Architecture

Oracle Advanced Outbound Telephony Physical Architecture

Oracle Advanced Outbound Telephony Servers

Oracle Marketing Integration

Responsibilities

Concepts

Before You Begin

Related Documentation

Installing Oracle Advanced Outbound Telephony

Accessing Oracle Advanced Outbound Telephony

User Accounts

Responsibilities

Dependencies

Requirements

      Minimum Software Requirements

      Minimum Hardware Requirements

Sizing Guidelines

      Sizing Parameters for the Oracle Advanced Outbound Telephony Servers

      Factors That Determine the Hardware Size

Implementation Overview

Implementation Planning

      Collecting Information

      Setup Planning

Implementation Prerequisites

Process Description

Implementation Tasks

Creating and Configuring Oracle Advanced Outbound Telephony Users

Installing and Configuring the CTI Middleware

Configuring TableSpaces in Your Database

Implementing the Oracle Advanced Outbound Telephony Servers

Setting up Oracle Customer Interaction History

Setting up Oracle Marketing

Configuring Oracle Sales

Configuring Oracle Advanced Outbound Telephony

Configuring Oracle Universal Work Queue

Administration Tasks

Campaigns and Campaign Activities

Campaign Activity Management

Recycling Algorithms

Record Filters

Validation Rules

Country Calendars

Region Calendars

User Defined Calendars

Performance

Administration

Diagnostics and Troubleshooting

Failover and Load Balancing Behavior

Diagnostic Tools

Troubleshooting Oracle Advanced Outbound Telephony

Oracle Advanced Outbound Telephony Central Server Troubleshooting

Oracle Advanced Outbound Telephony Dial Server Troubleshooting

Seed Data

Adding Do Not Use Reason Codes

Adding Priority Values

      Adding Campaign and Campaign Activity Priority Values

      Adding Subset Priority Values

Setting the Positive Flag for Outcome and Result Codes