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Oracle Customer Interaction History Implementation Guide
Contents
Title and Copyright Information
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Preface
Introduction
- Overview of Oracle Customer Interaction History
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Dependencies and Integration Points
- Mandatory Dependencies
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- Accessing Oracle Customer Interaction History
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Implementation Tasks
- Implementation Task Sequence
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- Defining an Administrator
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Administration Tasks
- Outcome
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- Creating an Outcome
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- Updating an Outcome
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- Removing an Outcome
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- List of Results
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- Creating a Result
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- Updating a Result
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- Removing a Result
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- List of Reasons
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- Creating a Reason
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- Updating a Reason
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- Removing a Reason
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- Activity Type
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- Creating an Activity Type
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- Updating an Activity Type
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- Removing an Activity Type
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- List of Actions
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- Creating an Action
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- Updating an Action
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- Removing an Action
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- Wrap Up
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- Creating a Wrap Up
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- Updating a Wrap Up
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- Removing a Wrap Up
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- Action-Activity Type
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- Creating an Action-Activity Type Pair
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- Updating an Action-Activity Type Pair
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- Removing an Action-Activity Type Pair
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Using Oracle Customer Interaction History
- Interactions
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- Viewing Interactions (HTML)
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- Searching for Interactions (HTML)
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- Viewing Interactions (Self Service)
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- Filtering Interactions (Self Service)
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- Viewing Interactions (Forms)
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- Filtering Interactions and Activities (Forms)
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- Activities
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- Viewing Activities (HTML)
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- Searching for Activities (HTML)
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Data Migration
- Understanding Data Migration
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- Using Interaction History Migration
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- Outcome-Result Administration
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- Creating an Outcome-Result Pair
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- Removing an Outcome-Result Pair
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- Result-Reason Administration
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- Creating a Result-Reason Pair
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- Removing a Result-Reason Pair
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Concurrent Programs
- Interaction History Bulk Processor
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- Scheduling the Interaction History Bulk Processor Concurrent Program
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- Using the Error Viewer
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- Interaction History Import
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- Validating Data
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- Loading the Data into Staging Tables
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- Scheduling the Interaction History Data Import Concurrent Program
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- Deleting the Staging Table Rows
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- Interaction History Purge
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API Reference
- Types of APIs
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- Parameter Specifications
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- Standard IN Parameters
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- Standard OUT Parameters
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- Parameter Size
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- Missing Parameter Attributes
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- Parameter Validations
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- Invalid Parameters
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- Version Information
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- Status Messages
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- APIs
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- Customer Interaction
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- Media Item
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- Media Life Cycle
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- Activity
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- Interaction
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- Relating Customer Interaction Information
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- Package JTF_IH_PUB
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- Data Structure Specifications
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- Non-cached Creation APIs
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- Overview
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- Process Flow
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- Create_MediaItem
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- Create_MediaLifecycle
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- Create_Interaction
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- Cached Creation APIs
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- Overview
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- Process Flows
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- Open_MediaItem
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- Update_MediaItem
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- Add_MediaLifecycle
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- Update_MediaLifecycle
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- Close_MediaItem
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- Open_Interaction
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- Update_Interaction
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- Create_Interaction_Activity
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- Update_Interaction_Activity
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- Update_ActivityDuration
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- Close_Interaction
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- Counting APIs
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- Overview
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- Get_InteractionCount
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- Messages and Notifications
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- JTF_IH_PUB
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- Sample Code
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- Non-cached Creation APIs
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- Cached Creation APIs
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- Counting APIs
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Data Validations
- Interaction Validations and Defaults
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- Activity Validations and Defaults
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- Media Item Validations and Defaults
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- Media Item Life-cycle Segment Validations and Defaults
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