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10 Common Applications Configuration: Define WebLogic Communication Services Configuration

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This chapter contains the following:

Click-to-Dial: Explained

Click-to-Dial: Top Tasks

Configuring PSTN Gateway Address Using Topology Manager: Worked Example

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:

  • Normal call flow

  • Interaction Records and Notes

  • Operational Notes

Note

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.

  • You initiate a call

    If you see a small orange square next to a contact or customer name, click the square to display further details, including phone numbers. To place a call, place your mouse over the phone number hyperlink and click.

Note

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

  • Select a Calling Phone

    Choose the calling phone number. Usually the calling phone is a number from your profile information. Alternately, if you need to use a phone not in your profile, you can specify a different number to originate your call.

  • Call Flow

    After you select the calling phone number, the system calls you back on that number, waits for you to answer, and then calls the person for whom the call is intended.

    Normal call flow for click to dial

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:

  • Call ID from OWLCS

  • Your chosen phone number

  • Contact phone number

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


OWLCS Call Status

Resolution Code in Interaction

CallConnected

CALL ANSWERED

CallAborted

FAILED

CallHangUp

FAILED

CalledPartyBusy

NOT AVAILABLE

CalledPartyNoAnswer

NOT AVAILABLE

CalledPartyNotReachable

NOT AVAILABLE

CallingPartyBusy

FAILED

CallingPartyNoAnswer

FAILED

CallingPartyNotReachable

FAILED

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:

  • Why don't I hear a ring-back tone? As soon as you answer the system call-back, the system immediately dials the contact. You won't hear a ring-back tone as in a normal outbound phone call. However, you can tell that the call attempt is progressing because:

    • The phone indicates that the connection is active. If the call to the contact reaches a busy tone or the call attempt times out, the connection is dropped.

    • The dialing window stays on the screen while the call attempt is progressing. It disappears when the connection is either successfully established or fails.

  • What if your phone is busy and the call-back goes directly to voice mail? Normally this would not happen because you would not initiate a new call when you are already busy on another call. However, this situation could occur due to a race condition, that is where another incoming call reaches your phone before the Click-to-Dial call-back. When this happens, two different scenarios could occur:

    • If your phone is configured for busy-forward-all-to-voice-mail, the Click-to-Dial call would be forwarded to your voice mail, and the system thinks that the caller has answered the call and will proceed to call the contact. On answering, the contact hears your voice-mail greeting.

    • If your phone is capable of presenting a second call to the user, as is supported by many office phones and mobile phones, then you can still answer the Click-to-Dial call and there is no issue.

  • What if you wait too long to answer the call-back? In other words, you wait longer than the ring-no-answer-forward-to-voice-mail timer on the phone system and the call goes to voice mail. Normally, this would not happen because you are expecting the inbound call after you started the call, and would answer promptly. However, if for some reason you do not answer and allow the call to ring-no-answer-forward to voice mail, then the system would think that you have answered the call and will proceed to call the contact. On answering, the contact hears your voice-mail greeting.

  • What if the contact does not answer in 30 seconds and the system abandons the call attempt? If the contact's voice mail is configured to answer after 30 seconds, you will not be able to leave a message.

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 telephony 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 four 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

Configuring PSTN Gateway Address Using Topology Manager: Worked Example

This example demonstrates how, during the implementation of the Register URL for the telephony gateway or soft switch for SIP domain task, you must manually configure the PSTN gateway address by registering HzCTDPstnGatewayApp to a given environment using Oracle Fusion Topology Registration

These steps configure the address of the SIP Public Switched Telephone Network (PSTN) gateway or SIP soft switch serving the users within that domain. This address is needed by Click-to-Dial to correctly form the SIP addresses required by WebLogic Communication Services.

For example: SIP:+1650-555-1212@pstn_gateway.oracle.com;user=phone where pstn_gateway.oracle.com is the SIP domain. The SIP domain can also be expressed in the format 10.1.1.1 (IP address).

Configuring PSTN using the Topology Manager

  1. Sign in to Oracle Fusion Applications as a user that has application implementation consultant and WebLogic Services administration roles
  2. In Fusion Applications Setup and Maintenance, click Register Enterprise Applications from the regional area under Topology Registration
  3. On the Register Enterprise Applications page, click the plus icon to add an enterprise application. An Add Enterprise Application popup appears
  4. Enter the new application information: Click Search in the Enterprise Application list field. Enter HzCTDPstnGatewayApp in the name field and click Search. Click OK.
  5. Enter the other fields in the Add Enterprise Application popup

    Field

    Value

    Name

    HzCTDPstnGatewayApp

    Server Protocol

    SIP

    This field is ignored by click-to-dial. Oracle WebLogic Communication Service (OWLCS) always uses the SIP protocol.

    External Server Host

    10.143.167.91 (Used as an example)

    A host name can be used instead of an IP address.

    External Server Port

    0 (Used as an example)

    This field is ignored by Click-to-Dial.


  6. Click Save and Close

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