This chapter covers the following topics:
Oracle Advanced Inbound Telephony is included in the Oracle Applications Rapid Install.
The Rapid Install is provided on CD-ROMs and is available from Oracle Store at http://oraclestore.oracle.com. For information about installing Oracle Applications using Rapid Install, see Oracle E-Business Suite Installation Guide: Using Rapid Install.
To upgrade an existing installation of Oracle Advanced Inbound Telephony from a previous Release, verify the following:
An Oracle Telephony Adapter Server is defined in your server group
The Middleware Configuration server parameter is correct for Oracle Telephony Adapter Server
The correct client files are installed for the following CTI middleware:
Envox CT Connect: Check that the Java client file cctapi.jar is copied into the directory admin/scripts/3rdparty of the ICSM node that hosts Oracle Telephony Adapter Server.
Aspect Contact Server/CMI Server: Check that the Aspect CMI Server client file ABObject.jar is copied into the directory admin/scripts/3rdparty of the ICSM node that hosts Oracle Telephony Adapter Server.
Intel CT Connect: Check that the CT Connect Java client file ctcapi.jar is copied into the directory admin/scripts/3rdparty of the ICSM node that hosts Oracle Telephony Adapter Server.
The following functions are dependent upon the installation of the respective product applications.
The following CTI middlewares require installing client API software. Use the installation guidelines that apply to the middleware in use.
Copy the Envox CT Connect Java client file ctcapi.jar into the directory admin/scripts/3rdparty of the Interaction Center Server Manager node that hosts Oracle Telephony Adapter Server.
Copy the file ABObject.jar into the directory admin/scripts/3rdparty of the Interaction Center Server Manager node that hosts Oracle Telephony Adapter Server.
Install the Genesys Interaction Connector on the Oracle Telephony Adapter Server machine by running the appropriate setup program on the Genesys Interaction SDK CD-ROM. Then navigate to the directory GCTI\AIL\lib and copy all .jar files to the directory icsm\admin\scripts\3rdparty.
Installation and Dependency Verification is a functional checklist that indicates tasks to perform to ensure that mandatory dependencies are installed, implemented and set up correctly.
Because the proper implementation of Oracle Telephony Manager is dependent on the proper versions and installation of third-party customer-provided equipment for requisite CTI functionality, check the following considerations prior to beginning the implementation:
Does the Customer have a ACD/PBX switch that has been certified by Oracle?
Is the ACD/PBX a model and software release that has been certified and does it have the proper PBX-based CTI interfaces or links?
Has the customer purchased, installed and implemented an approved third-party CTI middleware?
Has the PBX and CTI middleware been fully tested and is it operational on the customer's ethernet LAN?
If the PBX and CTI middleware combination in use is not certified by Oracle, then you may be able to integrate the combination by using the Oracle Telephony Adapter SDK. The SDK requires building a custom adapter. See Oracle Telephony Adapter SDK Developer's Reference Guide.