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Oracle Advanced Inbound Telephony Implementation Guide
Contents
Title and Copyright Information
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Preface
Introduction to Oracle Advanced Inbound Telephony
- Overview of Oracle Advanced Inbound Telephony
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- Overview of Integration Types
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- Oracle Advanced Inbound Telephony Integration
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- Supported Modes
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- Supported Modes and Certified Switch and Middleware Combinations
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- Features
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- Architecture
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- Oracle Telephony Adapter Server
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- Responsibilities
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- Active Mode Priority Queueing for Web Callbacks
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- Active-Standby Mode Configuration
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- Load Balancing
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- Interaction Keys
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- Customer Data Lookup
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- Web Callback Routing and Classifications
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- Classifications
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- Web Callbacks
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- Web Callback Routes
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- Rerouting
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- Call Scenarios
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- Screen Pops
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- Out-of-the-Box Screen Pops
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- IVR Integration
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- Access to Oracle Advanced Inbound Telephony
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Dependencies and Integration Points
- Installing Oracle Advanced Inbound Telephony
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- Upgrading Oracle Advanced Inbound Telephony Configurations
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- Conditional Dependencies
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- Required CTI Middleware Client API Software
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- Installation and Dependency Verification
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Implementation Overview
- Implementation Task Sequence
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Implementation and Administration Tasks
- Configuring Middleware
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- Configuring Route Points
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- Configuring Teleset Lines
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- Mapping IVR Fields
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- Configuring Multi-Sites
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- Creating and Updating Interaction Keys
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- Configuring Softphone
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- Configuring Classifications
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- Configuring Routes
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- Configuring Agent Telephony Parameters
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- Managing Media Item Processes
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- Setting Up Workflow Item Type
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Diagnostics and Troubleshooting
- Error Messages
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- Softphone Performance Issues and Solutions
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Middleware Parameter Equivalents Across Releases
- Envox CT Connect / Intel NetMerge Call Processing Software Parameter Equivalents
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- Cisco Intelligent Contact Management Parameter Equivalents
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Data Type Operators and Media Type Values for Rules
- Introduction
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- Operators for Data Type: String
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- Operators for Data Type: Number
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- Operators for Data Type: Date
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- Supported Media Type Values for Rules
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Multi-Site Implementation Worksheet
- Telesets
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- Agents
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- Route Points
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- Middleware Config Active Routing Target Type
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Glossary
Index
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