Setting Up Custom Tabs for Contact Center

This chapter, which is relevant only to the Oracle Forms-based module, describes how to set up custom tabs in the Contact Center window.

This chapter covers the following topics:

About Setting Up Custom Tabs on the Contact Center
Process Guidelines for Setting Up Custom Tabs on the Contact Center
Parameters Passed from the Contact Center Header
Function Names for Custom Tabs

About Setting Up Custom Tabs on the Contact Center

You can create two custom tabs in the Contact Center window by modifying the code for the Contact Center form and the associated library.

The customization must be made on a view or a table which has a reference or intersection with HZ_PARTIES. The fields that can be displayed in the custom tabs will be based on this view or table.

The implementer must write public APIs to perform transactions against this table. Code for insert, update and delete must be built into these APIs after the necessary validations.

The form you create can be compiled and run stand-alone. There are no dependencies for running this form.

This topic covers:

Process Guidelines for Setting Up Custom Tabs on the Contact Center

These steps provide guidelines to help you with custom tab implementation.

Prerequisites:

Knowledge of Oracle Forms development procedures and an understanding of Oracle TeleService code.

To set up the two custom tabs

Customize the form using the following guidelines:
- In the form CSCCUST1.fmb and/or CSCCUST2.fmb, create a data block with all the fields you wish to display in the custom tab.
- Code an On Insert trigger for the data block to insert data into the tables.
- Code an On Update trigger for the data block to update data in the tables.
- Code an On Delete trigger for the data block to delete data from the tables.
- The fields in the data block must be placed on the tabbed canvas CC_MAIN_TAB_CANVAS.CUSTOM1 and/or CC_MAIN_TAB_CANVAS.CUSTOM2.
- Any record groups and LOVs must be coded.
- To integrate this with the Contact Center, The data block, record groups, and LOVs for CSCCUST1.fmb must be dropped in the CUSTOM1_OBJ_GRP object group. Those for CSCCUST2.fmb must be dropped in the CUSTOM1_OBJ_GRP2 object group.

Modify the library using the following guidelines:

You can use any of the following event handlers:


Trigger Name	Description
WHEN-NEW-FORM-INSTANCE	This trigger calls WHEN-NEW-FORM-INSTANCE of the custom form. Code is added to the custom library based on the requirements of the custom form.
KEY-CLRFRM	This trigger calls CLEAR_CTRL_FIELDS which clears the control field values populated by values from the header region.
WHEN-NEW-FORM-INSTANCE RESTART WHEN-TAB-PAGE-CHANGED	These triggers call the POPULATE_CTRL_FIELDS procedure which populates the control fields from the header region.

All the code to handle API calls can be put in the library CSCCUST1.pld and/or CSCCUST2.pld.

Integrate the forms with the Contact Center:
1. Copy the forms CSCCUST1.fmb and/or CSCCUST2.fmb to the $AU_TOP/forms/US directory in the patched environment.
2. Compile the corresponding library and copy CSCCUST1.pll and/or CSCCUST2.pll to the $AU_TOP/resource directory in the patched environment.
3. Run the adadmin utility to compile CSC forms and libraries so that the changes made to the custom form and library are reflected in the Contact Center.

Parameters Passed from the Contact Center Header

The following parameters are passed from the Contact Center form to the CSCCUST1 and CSCCUST2 forms:


Parameter	Description
Customer_Header_blk.Cust_Party_Type	Customer's party type
customer_header_blk.cust_account_number	Customer's account number
customer_header_blk.cust_cust_acct_id	Customer's account identification number
contact_header_blk.cont_per_party_id	Identification number for the Contact's party of Person
contact_header_blk.cont_relationship_id	The identification number for the party relationship
contact_header_blk.cont_party_type	Contact's party type

Function Names for Custom Tabs

The function name for CSCCUST1 is CSCSFCU1. For CSCCUST2, it is CSCSFCU2.These functions are added to the CSC_CONTACT_CENTER_MENU. You can use it to hide and show the custom tabs.

By default, the tabs are hidden so you must enable the function in the menu CSC_CONTACT_CENTER_MENU.

Note: Please back up your custom forms and libraries before applying any future CSC patches for these files so they are not over-written in $AU_TOP/forms/US and $AU_TOP/. After the patch is applied successfully, you must copy the customized files back to these directories and run adadmin to generate CSC forms and libraries.

If Oracle supplies a bug fix in the future for the custom forms and libraries you modify, then you must copy your modifications from the backup to the newer version of the files.