This chapter covers the following topics:
The CTI middleware definition contains the information required for Oracle Advanced Inbound Telephony to communicate with a switch (such as Nortel Meridian or Avaya MultiVantage) by way of CTI middleware (such as Envox CT Connect or Cisco ICM). A CTI middleware definition is associated with a server group.
You can define multiple middleware definitions (for example, a middleware definition for use with a switch and a middleware definition for use with the switch simulator server). To use a specific middleware definition in operating the interaction center, specify the name of the middleware definition in the Middleware Configuration Name parameter for the Oracle Telephony Adapter Server and Inbound Telephony Server in the server group.
Use the following procedure to configure middleware parameters for the installed adapter.
Prerequisites
permission java.util.PropertyPermission "user.name", "read";
permission java.net.SocketPermission "*:1024-", "connect, listen, accept, resolve";
Steps to Configure Middleware
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Click the Call Center tab, Middleware subtab.
The CTI Middlewares page appears.
From the Choose Server Group list, select the appropriate server group.
Do one of the following:
To configure a new CTI middleware, click Create.
To reconfigure an existing CTI middleware, click the appropriate Configuration Name and proceed to step 7.
In the Middleware Name field, enter a unique name for this middleware definition.
From the Middleware Type list, select the adapter for the switch that is installed in your interaction center.
Click Update to save.
The Middleware Details page refreshes. The Middleware Parameters fields and the Teleset Details and Route Point Details links appear.
In the Value fields, enter the Middleware Parameter values. For most fields, if you enter invalid values, an error message advises you on entering a correct value. For example, check that you enter the correct IP address format and port number.
Refer to the following topic that corresponds to the adapter that you selected.
Parameters Specific to Adapter for Genesys AIL and Adapter for Genesys Interaction SDK
Middleware Parameters Specific to Custom Java Adapter Server
| Parameter | Required | Description | Sample Value |
|---|---|---|---|
| Genesys Configuration Server Host | Required | Host name or IP address of the (primary) Genesys Configuration Server | 135.24.68.1 |
| Genesys Configuration Server Port | Required | TCP/IP port of the (primary) Genesys Configuration Server | 2020 |
| Backup Genesys Configuration Server Host | (Optional) For duplex configuration of Genesys only | Host name or IP address of the backup Genesys Configuration Server. Leave blank if not applicable. | 135.24.68.2 |
| Backup Genesys Configuration Server Port | (Optional) For duplex configuration of Genesys only | TCP/IP port of the backup Genesys Configuration Server. Leave blank if not applicable. | 2020 |
| Genesys Application Name | Required | Interaction SDK Server Application name as configured in Genesys Configuration Manager (CME) | Interaction_SDK_Server_1 |
| Genesys Switch Name | (Optional) | Switch name as defined in Genesys Configuration Manager (CME) | AvayaG3 |
| Genesys Configuration Server Login | Required | Login ID for Genesys Configuration Server | default |
| Genesys Configuration Server Password | Required | Password for Genesys Configuration Server | password |
| Genesys AIL Logging Level | Optional | Genesys logging level | Debug Logging |
| Parameter | Required | Description | Sample Value |
|---|---|---|---|
| CPS Server IP Address 1 | Required | IP address of the Intel NetMerge CPS server. | 123.45.67.89 |
| CPS Link Logical Identifier 1 | Required | The logical identifier of the link that is defined in the Intel NetMerge CPS configuration. | nortel |
| CPS Server IP Address 2 | (Optional) For dual CPS server configuration only | IP address of the backup Intel NetMerge CPS server. | 123.45.67.90 |
| CPS Link Logical Identifier 2 | (Optional) For dual CPS server configuration only | The logical identifier of the link that is defined in the backup Intel NetMerge CPS configuration. | nortel |
| PBX Type | Required | Type of switch used at the interaction center. | Nortel Meridian |
| IVR Host | Required only for the IVR Integration feature. | IP address of the IVR. The IVRI feature will not work if this field is blank. If IVRI mode = server, you may enter any value in the IVR Host field to turn on the IVR Integration feature. | 123.45.67.80 |
| IVR Port | Required only for the IVR Integration feature. | Do one of the following: If IVRI Mode = client, then enter the TCP/IP port on the IVR machine that listens for a connection from the IVRI module of OTAS.
|
4000 |
| IVRI Mode | Required only for the IVR Integration feature. | Options are client or server. IVRI mode determines whether Oracle Telephony Adapter Server (OTAS) initiates a socket connection to the IVR, or the IVR initiates a socket connection to OTAS. Do one of the following:
|
client |
| IVRI Abandon Threshold | Optional | If the call does not reach a monitored route point within this defined time, then any data collected from the IVR for this call is purged. The default is 15 seconds. | No |
| Parameter | Required | Description | Sample Value |
|---|---|---|---|
| Passive Mode | Required | Select False for Oracle Advanced Inbound Telephony to route calls in active mode. Select True if the third-party switch or middleware routes calls (passive mode or enhanced passive mode). | False |
| Parameter | Required | Description | Sample Value |
|---|---|---|---|
| TeleDevice Factory ClassName | Required | Java fully-qualified class name of the Custom Java Adapter TeleDeviceFactory object. | com.third-party.TeleDeviceFactory |
| CTI Server IP Address 1 | Optional | Switch or CTI middleware TCP/IP address. | 123.45.67.89 |
| CTI Server Port 1 | Optional | Switch or CTI middleware TCP/IP port. | 3000 |
| CTI Server IP Address 2 | Optional | Second switch or CTI middleware TCP/IP address. | 123.45.67.90 |
| CTI Server Port 2 | Optional | Second switch or CTI middleware TCP/IP port. | 3000 |
| Adapter Server Info 1 | Optional | Custom fields used to configure the adapter. | As required by the adapter implementation |
| Adapter Server Info 2 | Optional | Custom fields used to configure the adapter. | As required by the adapter implementation |
| Adapter Server Info 3 | Optional | Custom fields used to configure the adapter. | As required by the adapter implementation |
| Adapter Server Info 4 | Optional | Custom fields used to configure the adapter. | As required by the adapter implementation |
| Adapter Server Info 5 | Optional | Custom fields used to configure the adapter. | As required by the adapter implementation |
| Adapter Server Info 6 | Optional | Custom fields used to configure the adapter. | As required by the adapter implementation |
In the remaining middleware parameter fields, enter the middleware parameters that are common to all supported adapters. The following table lists and describes each parameter.
| Parameter | Required | Description | Sample Value |
|---|---|---|---|
| Local Number Access Code | Required | Digits for agents to add at the beginning of a telephone number when making a local call from the ACD/PBX; consists of the local outbound trunk access code. | 9 |
| Long Distance Access Code | Required | For outbound dialing. Digits the system adds at the beginning of a telephone number when making a long distance call from within the country or region of the ACD/PBX; consists of the long distance trunk access code plus the National Direct Dialing (NDD) prefix. | 91 |
| International Access Code | Required | For outbound dialing. Digits the system adds at the beginning of a telephone number when making an international call to another country or region from the ACD/PBX; consists of the international trunk access code plus the International Direct Dialing (IDD) prefix. | 9011 |
| Dialing Suffix | Optional | For outbound dialing. Digits the system adds at the end of a telephone number when placing any outside call from the ACD/PBX. | # |
| Local Area Codes | Optional | Semi-colon-separated list of other area codes that are local numbers for the location of the ACD/PBX. If not applicable, then leave blank. | 301; 202; 888 |
| Non-Local Exchanges | Optional | Semi-colon-separated list of exchanges within the Site Area Code that are long distance numbers for the location of the ACD/PBX. If not applicable, then leave blank. | 123;234 |
| Site Area Code | Required | Area code of the location of the ACD/PBX. | 650 |
| Site Country Code | Required | Country code of the location of the ACD/PBX. | 1 |
| Site Internal Number Length | Required | Maximum number of digits an agent dials to reach another agent in the same interaction center. This is used to distinguish between internal and external calls. | 5 |
| Site Local Number Maximum Length | Required | Maximum number of digits dialed when making an outside local call from the ACD/PBX. | 7 |
| Site Overlay | Optional | For North American Numbering Plan only. Select YES if ten-digit dialing is required for placing outside local calls from the ACD/PBX. Otherwise, select NO or leave blank. | Yes |
| Site Canonical Number Prefix | Optional, but recommended for implementing multi-site features for most interaction centers. | A standardized number of the format: +<country code> (<area code>) <local exchange>-<subscriber number> The area code is optional. Local Exchange and Subscriber Number can be combined into one number by omitting the dash (-). If there is no area code, then there must be a space after country code, such as +44 3456-1234 or +6 (8323) 12345, otherwise spaces are ignored. Site Canonical Number Prefix is prefixed to the value of Default Inbound or Outbound Phone Number Suffix Type to generate Canonical Phone Numbers for agent and teleset combinations that do not have a specifically defined Canonical Phone Number. |
+1 (123) 456- |
| Default Inbound Phone Number Suffix Type | Optional, but recommended for implementing multi-site features for most interaction centers. | Identifies the type of number that inbound callers need to dial to reach a specific agent or teleset, that is the Direct Inward Dial [DID] number. If this field is blank, then no DID numbers will be derived, however, if specific Canonical Phone Numbers are specified for an agent or teleset, then they will be used for both DID and ANI. | Teleset Line Extensions |
| Default Outbound Phone Number Suffix Type | Optional, but recommended for implementing multi-site features for most interaction centers. | Identifies the type of number the ACD/PBX on the caller side sends as the Automatic Number Identification [ANI] of the call when transferring a call outside of the switch or when placing an outbound call. If this field is blank, then this parameter defaults to Teleset Line Extensions. | Teleset Line Extensions |
| Warm Transfer/Conference Initiation Wait Time (seconds) | Optional | Parameter can be used to delay the initiation of (warm) transfer and conference calls so that business applications receive sufficient time to update the call data with customer information. | 5 |
| Enable Softphone Reset Popup Menu | Optional | When this popup is enabled, if agents' softphones become unsynchronized with the state of the physical teleset, then the agents can manually reset their softphones to a no-calls state. | False |
Click Update to save.
Optionally, to associate and configure telesets or route points, click Associate and Configure Telesets or Associate and Configure Route Points.
Use the Route Point page to define route points. A route point is the first point from which calls are queued and routed. "Route point" refers to Avaya VDN, Nortel CDN/ACDN, Aspect DID DNIS, and so on.
Use the following procedure to configure route points.
Prerequisites
Steps to Configure Route Points
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Click the Call Center tab and the Route Point subtab.
The Route Point Summary page appears.
From the lists, select the appropriate server group and middleware or verify that they are selected.
Optionally, in the Find Route Point with Route Point Number field, enter a route point number or partial number to search for and click Go. Only numeric values are valid.
The page refreshes and the search returns the Route Point Number.
Do one of the following:
To configure a new route point, click Create.
To reconfigure an existing route point, click the appropriate Route Point Number.
The Route Point Details page appears with the Server Group Name and Middleware Name that you selected in the previous page.
Enter the Route Point Number.
Optionally, enter a Description.
Check that the correct Server Group Name and Middleware Name are selected.
Optionally, if you want to collect caller-entered digits, set CED to Yes.
Optionally, if you do not want this route point to be monitored by the Inbound Telephony Server, click Not Monitored. This option can be used with route points that do need not to be monitored by Inbound Telephony Server, such as when implementing passive mode (not enhanced passive mode) or configuring voice mail extensions.
Click Update to save.
The Route Point Details page refreshes and the Parameter Details fields appear.
Optionally, for multi-site configurations, enter a Canonical Phone Number for the Route Point's Direct Inward Dial (DID) number. Configure this field only if the canonical phone number of this route point is not the same as the Site Canonical Number Prefix (specified in the middleware configuration) that is concatenated with the Route Point Number.
Click Update to save.
Configure Teleset Lines
No restrictions
Related Topics
Oracle Interaction Center Server Manager Implementation Guide
Use the following procedures to configure teleset lines.
Prerequisites
Steps to Configure Teleset Lines
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Click the Call Center tab and the Teleset subtab.
The Telesets page appears.
From the Choose Server Group list, select the appropriate server group or verify that the correct server group is selected.
From the Choose Middleware list, select the appropriate CTI middleware or verify that the correct CTI middleware is selected.
The Telesets page refreshes. A list of the telesets assigned to the selected server group and CTI middleware appears.
Select the Teleset Type from the list.
Optionally, to search for a teleset, from the search criteria list select Hardware Number of Teleset Name. In the search criteria field, enter a value that corresponds to the selected criteria and click Go.
Do one of the following:
To configure a new teleset, click Create.
To reconfigure an existing teleset, click the appropriate Hardware Number.
The Teleset Details page appears.
If the Teleset Name field is blank, enter a descriptive teleset name.
Enter or edit a unique Hardware Number. The Hardware Number is typically the number of the physical teleset and is the same number used when logging into Oracle Universal Work Queue and the softphone.
Click Create.
The Teleset Details page appears with the Line Details fields. The selected Teleset Type determines the number of available teleset line fields.
In the Extension fields, enter the teleset line extension numbers. Use the following table to determine the number of teleset lines required for each teleset type.
Note: Configure the exact number of specified lines.
The following table lists telesets by manufacturer and their required line configurations.
Optionally, for multi-site configuration, in the Canonical Phone Number fields, enter the Direct Inward Dial (DID) number for each teleset line. For telesets for which a line index does not correspond with an actual physical teleset line, such as Nortel line index 3, enter 9999999. For switches in which DID numbers are attached to agents rather than to telesets, leave these fields blank and configure specific canonical phone numbers in CRM Resource (see Oracle Interaction Center Server Manager Implementation Guide). Configure this field only if the canonical phone numbers for this teleset are not the same as the Site Canonical Phone Number Prefix (specified in the middleware configuration) concatenated with the Extension.
Click Update to save.
Importing and Exporting Telesets
You can import and export lists of teleset names and hardware numbers, contained in a spreadsheet or comma-separated-value list, into and from the Teleset page.
Log In
HTML Login URL
Responsibility
Call Center HTML Administration
Prerequisites
Create at least one server group and middleware.
The Teleset Type must exist and be valid. The teleset type determines the number of lines that are mandatory for the extension.
Format the comma-separated-value file to include the following details. Sequence Number and Hardware Number are required. Depending on the teleset type, Line 3 extension may be required.
Sequence Number
Hardware number
Teleset name
Server group
Middleware
Teleset type
Line 1 extension
Line 1 canonical phone number
Line 2 extension
Line 2 canonical phone number
Line 3 extension
Line 3 canonical phone number
Open the Call Center tab, and then the Teleset tab.
The Telesets page opens.
Click Import.
The Teleset Import page opens.
Click Browse.
A file directory opens.
Choose the file that you want to import and click Open.
The file name appears in the File Name field.
In the On Duplicate Record field, choose which action to take when importing telesets that already exist.
Click Start.
The file downloads. If the file validation fails, then a report window lists the failed telesets and errors.
Use the following procedure to export a list of the existing telesets into a comma-separated-value file.
Steps
Open the Call Center tab and then the Teleset tab.
The Telesets page opens.
To specify a range of telesets to export, in the "Please enter search criteria fields", choose either Teleset Name or Hardware Number and in the text field enter a corresponding value. Then click Go.
The page refreshes and lists the telesets that match the search criteria.
Click Export.
A window opens listing the exported telesets.
Save the file to a directory as HTML or text.
Doing Mass Updates of Telesets
Mass updates for telesets involve moving more than one teleset from one CTI middleware configuration to another CTI middleware configuration.
Use the following procedure to do mass updates of telesets.
Prerequisites
Configure at least one server group.
Configure at least two CTI middlewares for telesets.
Use the Call Center Administration responsibility to log in to the HTML Login URL.
Click the Call Center tab > Teleset sub tab.
The Telesets page appears.
From the Choose Server Group list, select the appropriate server group or verify that the correct server group is selected.
From the Choose Middleware list, select the appropriate CTI middleware or verify that the correct CTI middleware is selected.
The Telesets page refreshes. A list of telesets appears.
In the Destination Server Group field, select the destination server group.
The Teleset Details page refreshes. A list of CTI middlewares appears.
In the Destination Middleware field, select the destination CTI middleware.
Do one of the following:
To select individual telesets for mass updating, in the Select column click the Teleset Names.
To select all telesets, click Select.
Optionally, to move all the telesets, even those that are not displayed, click Mass Update All. To move only the selected telesets, click Mass Update. If you click Mass Update, the telesets that are not displayed will not be moved to the destination CTI middleware.
IVR mappings associate generic call data keys (IVR fields) to specific Oracle Fields so that the values captured in the generic call data keys are interpreted appropriately for screen pops, classifications, and call routing (in active mode only).
For example, if the IVRINFO1 key stores an account code, you need to map the IVR field IVRINFO1 to the Oracle Field Account Code.
IVR fields can be arbitrary names, with the exception of the following reserved keys:
IVRINFO1, IVRINFO2, IVRINFO3, IVRINFO4: When the IVR Integration (IVRI) feature is enabled, an inbound media item contains up to four additional call data keys in the data packet sent from the IVR to IVRI.
CED: For Avaya MultiVantage with Envox CT Connect, an inbound media item may contain an additional call data key named "CED" which captures the caller-entered digits that are collected by a Collect step in a vector.
dataA, dataB, dataC, dataD, dataE: For Aspect CallCenter, an inbound media item contains five additional call data keys which correspond to the Aspect variables A through E.
CallVar1, CallVar2,... CallVar10: For Cisco ICM middleware, an inbound media item may contain up to ten additional call data keys which correspond to the Cisco ICM Peripheral/Call Variables. Any Cisco ICM Extended Call Context (ECC) variables are also passed to the media item with the same names as they are defined in the Cisco ICM administration.
For Genesys Interaction Connector, the attached data variable names are user defined. The variable names are passed to the media item with the same names that are defined in the Genesys CME.
Use the following procedure to map IVR fields to Oracle Applications fields.
Prerequisites
Server group
CTI middleware
Route point
Steps to Map IVR Fields to Oracle Applications Fields
Log into the Call Center HTML Administration with the responsibility Call Center Admin.
Click the Call Center tab > IVR sub tab.
The IVR Mappings page appears.
From the lists, select the appropriate Server Group, Middleware and Route Point.
The IVR Mappings page refreshes. A list of the IVR fields for the selected server group appears.
In IVR Field, type the case sensitive name of an IVR data key name of your IVR system, for example, customer_number.
Note: The IVR Field is case sensitive.
In the corresponding Oracle Field, select the value that corresponds to the IVR Field that you entered in step 3, for example, Customer Number.
Repeat steps 3 and 4 for each IVR field.
Click Update to save.
Performing Mass Updates of IVR Mappings
Mass updates for IVR mappings involve moving more than one IVR mapping from one route point configuration to another route point configuration.
Use the following procedure to perform a mass update of IVR mappings.
Prerequisites
Configure at least one server group.
Configure at least two route points for IVR mappings.
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Click the Call Center tab > IVR sub tab.
The IVR page appears.
From the lists for Choose Server Group, Choose Middleware and Choose Route Point, select the appropriate server group, middleware and route point.
The IVR page refreshes. A list of IVR mappings appears.
From the Destination Server Group list in the Mass Update area, select the destination server group.
From the Destination Middleware list, select the destination CTI middleware.
The IVR page refreshes. A list of route points appears.
From the Destination Route Point list, select the destination route point.
Do one of the following:
In the Select column, click individual IVR mappings for mass updating.
If you want to select all IVR mappings, click Select.
Do one of the following:
To move all the IVR mappings, even those that are not displayed, click Mass Update All.
To move only the selected IVR mappings, click Mass Update.
Use the Multi-Site page to set up a tie line multi-site configuration between two CTI middlewares. A multi-site configuration contains all the information necessary to route or transfer a call from one site to another site by way of a tie line. Do not use this if the two sites route and transfer calls by way of the Public Switched Telephone Network (PSTN).
Use the following procedure to configure interaction center multi-sites.
Prerequisites
Steps to Configure Multi-Sites
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Click the Call Center tab > Multi-Site sub tab.
The Multi-Site Configuration Summary page appears.
From the Choose Server Group and Choose Middleware lists, select the appropriate server group and CTI middleware.
The Multi-Site Configuration Summary page refreshes. A list of the multi-sites assigned to the selected server group and CTI middleware appears.
Do one of the following:
To configure a new multi-site, click Create.
To reconfigure an existing multi-site, click the appropriate Multi-Site Configuration.
The Multi-Site Details page appears.
To create a multi-site configuration from one CTI middleware to another CTI middleware, use the following guidelines:
All fields are required.
The From middleware and To middleware must be different.
The Multi-Site Configuration Name must be unique and is limited to 128 characters.
Tie Line Access Code - This prefix describes to the source ACD/PBX that the call is going through the tie line. The prefix can be in the formats listed in the following table of two special qualifiers: minus (-) and plus (+)):
| Tie Line Access Code | Sample Value | What an Agent Dials | What the Destination Agent Sees |
|---|---|---|---|
| -TLAC | -8 | Target Number (for example 8501) | Source Agent Extension/Acd Agent ID (for example 24181) |
| TLAC | 8 | TLAC + Target Number (for example 88501) | TLAC (for the other direction) + Source Agent Ext/Agent ID (for example 224181) |
| +TLAC | +8 | TLAC + Target Number (for example 88501) | Source Agent External ANI (for example 6501824181) |
Note: For TLAC, the destination party sees the number that is needed to dial the caller by way of the tie line. A different Tie Line Access Code may go in the other direction.
-TLAC: Two interaction centers are integrated seamlessly. Agents can dial extensions and never know that the call is going across a tie line to another interaction center. Multiple TLACs are supported in each direction. Create a new multi-site record for each distinct TLAC.
TLAC: Standard Tie Line Integration. Agents must dial a special prefix, usually the access code to the tie line route, plus the destination (extension) when calling the other interaction center.
+TLAC: Standard Tie Line Integration with External ANI. Same as above, but the destination sees the caller's External ANI, as though the Tie Line were not present and the caller is dialing by way of the Public Switched Telephone Network (PSTN). Multiple TLACs are supported in each direction, but only for Call and Data Transfer, not for Enterprise Routing. Create a new multi-site record for each distinct TLAC. Only one TLAC is supported in each direction.
Click Update to save.
The Multi-Site Details page refreshes.
In the Interaction Keys page, you can create new Interaction Keys to use in the Call Center, Route and Classification components of the Interaction Center Suite. Interaction Keys have several purposes:
Map IVR Fields
Set up Routing and Classification Rules
Add additional key value pairs to Interaction in Classification Rules Detail page
Create displays in the softphone Display Configuration
Steps to Create and Update Interaction Keys
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Do one of the following:
Select the Call Center tab. Interaction Keys sub tab.
Select the Route tab, Interaction Keys sub tab.
Select the Classification tab, Interaction Keys sub tab.
The Interaction Keys page opens.
Do one of the following:
To create a new interaction key, click Create.
The Create Interaction Keys page opens.
To update an existing interaction key, from the Interaction Key list select the name of the Interaction Key.
The Update Interaction Keys page opens.
In the Code field, enter the identifier for an Interaction Key. An example of a Code for Contract Number is ContractNum. If a value is passed along with this identifier as a key-value pair, for example ContractNum=10000, then the value is recognized by Oracle Interaction Center Applications as a value for the defined Interaction Key.
In the Key Meaning field, for the Interaction Key enter display text that is easily recognized by users. An example of a Key Meaning is Contract Number.
Optionally, enter a description for the Interaction Key. An example of a key Description is Customer Contract Number.
From the Data Type list, select whether the interaction key data type is a String, Date or Integer.
Select one or all of the following options:
To add the Interaction Key to the list of Oracle Fields in the Call Center > IVR page, select Add to IVR.
To add the Interaction Key to the list of Route Rule Keys that are available in the Routing and Classification Rule Details page, and to add the Interaction Keys to the list of Classification Rule Keys that are available in the Update Classification Rule Details page, select Add to Routing/Classification.
To add the Interaction Key to the list of Available keys in the Softphone Display Configuration Details page, select Add to Softphone.
Click Add or Update to save.
The softphone is a functional GUI representation of a telephone that is displayed on the monitor screens of interaction center agents. You can configure the following softphone functions:
Note: Oracle does not have public or published APIs for making customized changes to softphone buttons or features. Any modifications to the softphone configuration other than those described in this section are customizations that Oracle Advanced Inbound Telephony base product does not support.
Prerequisites
You can use the Display Configuration page to do the following tasks:
Select which interaction keys to display on the softphone. The Interaction Key value is displayed if the value is available in the interaction. For example, if Account Balance is selected for display, it will be displayed only if there is a valid value for Account Balance in the interaction.
Arrange the order in which the selected interaction keys are displayed in the softphone display.
Disable the display of prompts for the selected interaction keys.
Assign display configurations to server groups.
A seeded, sample display configuration, "Default Configuration," is available for reference. The following table lists the Default Configuration.
Keep in mind the following considerations:
You do not need to assign the Default Configuration to a server group. For example, if a server group "Vision-Group One" is not assigned a softphone display configuration, then the softphone uses the Default Configuration to display Customer Call Data for all agents in "Vision-Group One."
A server group can be associated with only one display configuration.
Administrators can assign a display configuration to multiple server groups so that all the assigned server groups have similar softphone displays.
Use the following procedure to configure softphone displays.
Steps to Configure Softphone Display
Use the Call Center Administrator responsibility to log in to the Call Center HTML Administration.
Select the Call Center tab, the Softphone sub tab, and Display Configuration.
The Display Configuration Summary page opens.
From the Choose Server Group list, select the server group to which the softphone is assigned.
Click Go.
The page refreshes and displays the softphone Configuration Names that are associated with the selected server group.
Do one of the following:
To configure a new softphone display, click Create. The Display Configuration Details page appears. Proceed to step 5..
To reconfigure an existing softphone display, select the Configuration Name. The Display Configuration Details page appears. Proceed to step 8..
To assign a softphone display configuration to a server group, for the softphone display Configuration Name click Assign Server Groups. The Server Group Assignment Details page appears. Proceed to step 14..
In the Configuration Name field, enter a unique name for the display configuration.
Optionally, enter a description in the Description field.
Click Create.
The page refreshes and the Softphone Display lists appear.
In the Softphone Display group, from the Available Keys list select the keys to display on the softphone and move them to the Displayed Keys list by using the arrow button. To select and move all keys, use the double arrow button. You can change the order of the keys on the softphones by using the arrow buttons in the Displayed Keys list.
Note: If a telephone number matches more than one customer or contact (for example, if two contacts for a customer use the same number), then the Routing server cannot derive a unique Customer Name.
Click Update to save.
Click Modify Display Prompts.
The page refreshes with all the Displayed Keys in the Prompt and Value List.
Note: The keys in the Prompt and Value List are displayed with both the Key Name and value in the softphone display. For example, if "Account Balance" is in the Prompt and Value list and if 99999 is the value for Account Balance, then the Softphone Display would show "Account Balance:99999." Keys in the Value List are displayed with values only in the softphone display. For example, if "Customer Name" is in the Value Only list and Vision Customer is the value for Customer Name, the softphone display would show "Vision Customer."
From the Prompt and Value list, select any keys whose values you want to display only without prompts and move them to the Value Only list.
Click Update to save.
Click Display Configuration to return to the Display Configuration Page.
Optionally, to assign server groups to an existing softphone display configuration, click Assign server groups for the Configuration Name.
The Server Group Assignment Detail page opens.
Select server groups from the Available list and move them to the "Assigned to this Configuration" list. To remove server groups from the configuration, select servers from the "Assigned to this Configuration" list and move them to the "Available Servers" list.
The Available list shows only those server groups that currently do not have a display configuration assigned to them. To change the display configuration for a server group, first remove the server group from the "Assigned to this Configuration" list of the old display configuration and then add it to the "Assigned to this configuration" list of the new display configuration.
Click Update to save.
Configuring Speed Dial Profile Options
You can use the following profile options to configure the Speed Dial List.
CCT:Softphone:SpeedDial:Available Agents Display
CCT:Softphone:SpeedDial:Internal Addresses Display
CCT:Softphone:SpeedDial:External Addresses Display
You can configure the profiles at the following levels:
Site (refers to system, not an interaction center site)
User (agent)
Note: As of the current release, it is not possible to set profiles at the Responsibility level.
Use the following procedure to configure the Speed Dial profile options.
Steps to Configure Speed Dial Profile Options
Use the System Administrator responsibility to log in to Oracle Applications.
In the Navigator, select Profile and thenSystem.
The Find System Profile Values form appears.
To set up the profile at the system level, select Site or User, or both.
To set up a profile at the agent level, in the User field enter a user name.
In the Profile field, type CCT:Softphone:SpeedDial%.
Click Find.
The System Profile Values form appears.
From the Site list, for each Profile field select whether or not to display the list in the Speed Dial.
Yes: Display (default).
No: Do not display.
Save.
Configuring Softphone Speed Dialing
Administrators can configure frequently-dialed numbers in the softphone, enabling agents to click configured speed dial buttons to dial frequently-called parties automatically. When an agent logs into the softphone, a speed dial list of internal and external numbers for the agent's server group appears in the agent's softphone.
You can use the Speed Dial page to define the following speed dial numbers:
Internal numbers within a server group or interaction center site
External numbers shared across many server groups or interaction center sites
On the Speed Dial Numbers page, the Internal Numbers are listed above the External Numbers.
Use the following procedure to configure softphone speed dialing.
Steps to Configure Softphone Speed Dialing
Use the Call Center HTML Administration responsibility to log in to the Call Center URL.
Select the Call Center tab > Softphone sub tab > Speed Dial.
The Speed Dial Numbers page opens.
From the Choose Server Group list, select the server group whose speed dial list you want to create or modify.
Click Go.
Optionally, to find the number of a specific agent, enter the name of the agent in the Find Number Like field and click Go.
The page refreshes and displays lists of configured internal and external speed dial numbers. The displayed numbers are available in the softphones of all agents in the selected server group.
Do one of the following:
To configure a new Internal Number for the speed dial, in the Internal Numbers area click Create.
The Internal Number Details page opens. Proceed to step 6.
To configure a new external number for speed dialing, in the External Numbers area click Create. External Numbers are listed below Internal Numbers.
The External Number Details page opens. Proceed to step 10.
To reconfigure an existing internal or external number for speed dialing, click the First Name, Last Name.
The External Number Details page opens. For internal numbers, proceed to step 6.. For external numbers, proceed to step 10.
For internal numbers, enter the Last Name and Internal Number.
Optionally, enter the First Name and Description.
Select a server group from the Server Group Name list.
Click Add or Update. Proceed to step .
For external numbers, enter the Last Name and Local Number. Do not include dashes or spaces in the Local Number field.
Optionally, enter the First Name, Description, Country Code and Area Code.
Click Add or Update.
The page refreshes.
In the Server Group Assignments group, from the Available Server Groups list select the server groups to which this external number should be associated. Move the selected groups to the Selected Server Groups list.
Click Update to save.
The softphone supports logging softphone events, commands, and other information at various levels and output formats.
Softphone has the following logging options.
Agent Desktop Logging
Java Console Logging
Agent Desktop Logging
The softphone can be configured to log events, commands or information to a file on the agent desktop. To enable agent desktop logging, set the Java Run Time Parameter in the Jinitiator Console to "true," for example:
-Dsoftphone.debug.file=true
By default, a log file starting with SOFTPHONE<timedate>.log is generated in the directory c:/temp. To specify another directory, use the following Java Run Time Parameter in Jinitiator Console:
-Dsoftphone.debug.directory=<fully qualified directory path>
For example: -Dsoftphone.debug.directory=e:/softphonelog
Java Console Logging
By default the softphone logs all error events (only) to the java console in the agent desktop. To disable Java Console logging, set the Java Run Time Parameter in the Jinitiator Console to "true," for example:
-Dsoftphone.debug.noconsole=true
Note: If the Java Run Time parameter is not set, and the file parameter is set, then both console and file logging are enabled simultaneously.
Logging Softphone Errors, Inbound Events and Commands
To log all softphone errors, inbound events, and commands, you can set the softphone to support the following logging levels:
fatal: Only fatal errors
error (default): All errors
warning : All inbound events and outbound commands
info : All important information about the softphone, such as calls by Oracle Universal Work Queue and application plug-ins
verbose: Almost all log messages
To set the logging level, use the Java Run Time Parameter -Dsoftphone.debug.level=soft=<level> where level can be {fatal,error,warning,info,verbose}.
Setting the Softphone Logging Level
Log out of Oracle Universal Work Queue, IcWork Controller and Oracle Applications.
Launch Jinitiator. If multiple versions exist on the system, verify that you are launching the correct version.
In the Basic tab, set the Network Access to Unrestricted, which is required to generate a file from logging.
In the Basic tab, to the Java Run Time Parameters add the following command:
-Dsoftphone.debug.file=true -Dsoftphone.debug.directory=c:/softphone -Dsoftphone.debug.level=soft=info
Press Apply in Jinitiator.
Close Jinitiator.
Restart Oracle Applications.
Log into Oracle Universal Work Queue and the softphone.
Check the directory c:/softphone for the new log file. If the log file has not generated, then check that the directory has the correct permissions. Otherwise, close all open browser sessions, open a new browser and log in to Oracle Universal Work Queue and the softphone.
Classifications specify how calls are identified and which business applications should be used to screen pop caller data. Classifications are determined by the following criteria:
Classification values, that determine which screens to pop in an Oracle Universal Work Queue media action, and are used in Interaction Center Intelligence reporting, such as the number and type of calls. Classification values set a classification to a specific string value that is defined in the Classification Values page.
PL/SQL functions, that are optional and needed only for dynamic classifications. The functions are registered to derive a classification value from a PL/SQL function that is defined in the PL/SQL Functions page.
Classification rules, that determine the classification value for a particular interaction. An example of a classification rule is, "If ANI= 8000 and DNIS=800-ORACLE, then Classification=GoldService."
In the Classification page, do the following tasks in sequence as listed.
Prerequisites
Configuring Classification Values
Use the following procedure to configure classification values.
Use the Call Center HTML Administration to log in to the HTML Login URL
Select the Classification tab > Rules sub tab > Setup > Classification Value.
The Classification Values page opens.
Note: Only those classification values that are defined in the Classification Values page will be valid in the interaction center. If a PL/SQL function used in a classification rule returns a classification value that is not defined in this page, then the call will be marked "unClassified."
Do one of the following:
To create a new classification value, click Create.
The Create Classification Value Details page appears.
To update an existing value, click the name of the Classification Value.
The Update Classification Value Details page appears.
Enter a value in the Classification Value field, for example, Gold Service.
Optionally, in the Description field, enter a description of the value, for example, For Account Balance>=100000.
If you are creating a new classification value, click Create.
The Default Screen Pop Action Association fields appear.
In the Media Types fields, select screen pops from the Screen Pop Action lists for Oracle Universal Work Queue to associate with the corresponding media types.
Click Create or Update to save.
The page refreshes.
Modifying Media Actions Assigned to Classification Values
Use the following procedure to modify Oracle Universal Work Queue media actions assigned to existing classification values.
Use the Call Center HTML Administration responsibility to log into the HTML Login URL.
Select the Classification tab > Rules sub tab > Classification Value.
The Classification Values page appears.
Click the Classification Value that you want to modify.
The Update Classification Value Details page appears.
From the Screen Pop Action list, choose a screen pop action for the corresponding media types.
Click Update to save.
Classification rules define the conditions for assigning a particular classification value to an interaction. Rules can be assigned to specific server groups and media types. Classification rules are evaluated only for those interactions that belong to the assigned media types and server groups.
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Select the Classification tab > Rules sub tab > Rules.
The Classification Rules page opens.
From the Choose Server Group list, select the server group.
Optionally, from the Choose Mediatype list, select a media type.
Click Go.
The page refreshes and any rules that are assigned to the selected media type appear.
Do one of the following:
To create a new classification rule, click Create and proceed to step 8.
The Create Classification Rule page appears.
To update an existing classification rule, click the Rule Name.
The Update Classification Rule Details page appears.
Optionally, to find a specific rule, do the following:
From the "Find Rule with" list, select Name or Rule Key.
In the Like field, enter the value for which to search.
Click Go.
The page refreshes and displays the list of rules based on the search conditions.
Optionally, you can do the following:
To view rule details, click Show.
To hide rule details, click Hide.
To delete a rule, check the Select box for the rule and click Delete.
The page refreshes and the rule is not evaluated by the classification engine.
In the Rule Name field, enter an arbitrary, unique name for the rule.
Optionally, enter a value for Reset To Highest Priority After (Seconds).
Click Add.
The page refreshes and the conditions fields appear.
From the "For Interactions Matching...." list, do one of the following:
If you want the rule to be evaluated as true when at least one condition is met, select Any.
If you want the rule to be evaluated as true when all conditions are met, select All.
Enter the conditions for the rule. From the lists select the Rule Key and Operator and enter a Value. Examples of sets of conditions include:
DNIS equals 8008008000 and Account Number is greater than 10000
DNIS equals 8008008001 or Account Number is less than or equal to 10000
Add as many conditions as necessary.
In the "Set the Classification to" options, select the Classification Type:
To set a classification to a specific string value that is defined in the Classification Values page, select Classification Value, and then select the value from the list.
If the classification value should be derived from a PL/SQL function that is defined in the PL/SQL Functions page, select Derive from PL/SQL Function and then select the function from the list.
Optionally, in the "Add Additional Key Value pairs to Interaction" options, to attach additional key value pairs to the interaction or call, do the following:
In the Key field, enter a key or click the search icon to find a key.
In the Value field, enter a value to be associated with this key.
Based on the following values, the application can generate a screen pop with the correct customer and the correct context of the call. The system can, when classifying the call, add a key value pair to the interaction. The key for this intent is occtScreenPopAction and the value to be attached could be one listed in the following table.
| Value | Defaults to |
|---|---|
| InquireSR | SR tab in Inquiry mode |
| CreateSR | SR tab in Create mode |
| InquireInvoice | Invoices tab in Inquiry mode |
| InquireOrder | Orders tab in Inquiry mode. |
| InquireContract | Contracts tab in Inquiry mode |
| InquireIB | Install Base tab in Inquiry mode |
| InquireRMA | Orders tab in Inquiry mode |
| DisconnectService (New for R12) | Install Base tab and "Disconnect Service" is defaulted in the list of actions |
| ReconfigureService (New for R12) | Install Base tab and "Reconfigure an Instance" is defaulted in the list of actions |
In the "Rule is assigned to" options, from the Available Media Types and Available Server Groups lists select the media types and server groups to which the rule should apply.
Click Update to save.
Use the following procedure to view classification rules by server group, media type and all classification rules.
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Select the Classification tab > Rules sub tab > Rules.
The Classification Rules page appears.
To view only the classification rules that are used for the selected media type, select a type of media from the Choose Mediatype list.
Click Go.
The page refreshes with the prioritized list of classification rules that belong to the selected media type.
To view a brief summary of the displayed classification rules, click Show beside a Rule Name.
The page refreshes and lists a summary of the classification rules.
To view all the defined classification rules in the system, click View Summary.
The page refreshes and lists all classification rules.
Setting Classification Rule Priorities
A classification rule with higher priority is evaluated before another classification rule with a lower priority.
Use the following procedure to set classification rule priorities.
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Click the Classification tab > Rules sub tab > Rules by Server Group > Priority.
The Classification Rule Priorities page appears.
From the Choose Server Group list, select the server group to which the Classification Rule applies.
Click Go.
The page refreshes and the Rule Names appear for the selected server group. The priorities are listed in descending order, so that rules with the highest priority are displayed at the top of the list.
To change a rule priority, click the Increase Priority or Decrease Priority arrows. Clicking an arrow with a dash on the top or bottom moves the rule to the top or bottom of the list, respectively.
Click Update to save.
Setting Options for Customer Lookup
Administrators can use customer lookup procedures to explicitly distinguish between a Sales call and Service call, based on applied classification rules and populate appropriate Customer Lookup data. Classification rules can use customer data in addition to call data. Call classification follows IVR data collection. Customer Lookup is performed after the call is classified. All classifications have the default value of No Customer Lookup.
Use the following procedure to set options for customer lookup.
Steps to Set Options for Customer Lookup
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Select the Classification tab
The Classification Rules page appears.
From the Choose Server Group list, select the server group to which you want to apply the customer lookup.
To create a new classification, click Create. To edit an existing classification, click the Rule Name.
The Classification Rules Details page appears.
From the Set the Customer Lookup To options, select one option:
Custom: Requires that consultants implement Customer Data Lookup at the customer site.
Customer Care default: Seeded for customer care
E-Business Center: Occurs before the call classification
Do not look up customer: The default option, no customer lookup occurs
In the Set Responsibility and Application to options, select the Responsibility and the application to which this classification rule applies.
Optionally, you can use the Add Additional Key Value pairs to Interaction function.
Click Update to save.
Use the Route page to configure Oracle Telephony Manager for routes, to set route priorities and to route calls to route points that are not monitored. Configuring routes requires understanding rule-based routing concepts and business requirements.
You can configure a route to be one of two types:
Static routes that are based on agents derived from Resource groups that are cached by the Routing Server.
Dynamic routes that are based on agents who are derived from a seeded routing workflow or custom PL/SQL function.
You can do the following routing configurations:
Prerequisites
Use the following procedure to configure static routes.
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Select the Route tab.
The Routes page appears.
Do one of the following:
To configure a new route, click Create.
To reconfigure an existing route, click the Route Name.
The Route Details page appears.
If the Route Name field is blank, enter the Route Name. The Route Name is an arbitrary, descriptive name of the route.
In the Route Type list, select Static.
Optionally, in the ReRoute Time Out field, enter a Value in seconds for the route. This value overrides any classification time out for a route request.
In the Default Destination list, select a default route destination. If the routing server cannot determine agents from the defined destinations, then the server defaults to the selected Default Destination.
Optionally, enter a Description.
Click Update.
The Routes page refreshes. The Static Destination, Route Rules and Route Filter Details fields appear.
Select one or more destinations from the Static Destination list.
In the Route Rules fields, create a route rule by choosing a Key and Operation from the Route Rules lists and enter a Value, for example, "Language Competency Equals French" or "Customer Number Begins With 0." The selected Key determines the available Operations.
In the Route Filter Details, move one or more Available Filters (server groups) to the Filtered By column. Adding filters restricts the route results to the agents who are listed in the selected server groups.
Click Update to save.
Use the following procedure to configure dynamic routes.
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Select the Route tab.
The Routes page appears.
Do one of the following:
To configure a new route, click Create.
To reconfigure an existing route, click the Route Name.
The Route Details page appears.
If the Route Name field is blank, enter the Route Name. The Route Name is an arbitrary, descriptive name of the route.
In the Route Type list, select Dynamic.
Optionally, in the ReRoute Time Out field, enter a Value for the route. This value overrides any classification time out for a route request.
In the Default Destination list, select a default route destination. If the routing server cannot determine agents from the defined destinations, then the server defaults to the selected Default Destination.
Optionally, enter a Description.
Click Update.
The Routes page refreshes. The Procedure Detail, Route Rules and Route Filter Details boxes appear.
Do one of the following:
In the Procedure Detail box, enter a name for this function in the Procedure Name field. Optionally, enter a description in the Description field.
Optionally, click Use Default Workflow Procedure. The Default Workflow Procedure is the seeded routing workflow. If you use the Default Workflow Procedure, you do not need to enter any parameters, however, the Default Workflow Procedure is slower than static routes.
Note: Choosing the Default Workflow Procedure will clear the Parameters Detail fields of any data that you enter.
If you chose Use Default Workflow Procedure, proceed to step 13.
If you did not select the Default Workflow Procedure, in the Parameters field enter the Parameter and select a Value from the list. You can enter a fixed, hard-coded value in the left Value field or select an Oracle value from the list in the right Value field, for example, CustomerID. Sequence is the sequence of the parameter for a PL/SQL function. See Dynamic Routes.
If you did not select the Default Workflow Procedure, select a Data Type: Call Data, Date, Integer, Route Result, and Varchar.
If you did not select the Default Workflow Procedure, select a Direction: IN, INOUT, and OUT.
In the Route Rules fields, create a route rule by choosing a Key and Operation from the Route Rules lists and enter a Value, for example, "Language Competency Equals French" or "Customer Number Begins With 0." The selected Key determines the available Operators.
In the Route Filter Details, move one or more Available Filters (server groups) to the Filtered By column. Adding filters restricts the route results to the agents who are listed in the selected server groups.
Click Update to save.
The Route Identification Algorithm functions according to the priority of individual routes. If more than one route satisfies all the applicable rules, the route with the highest priority is chosen.
Changing the value of a route priority affects the values of other route priorities. If you increase the value of a priority, then the priorities of all the routes with a value equal to or greater than the original value but less than the new value will decrease by one. If you decrease the value of a priority, then the value of all the routes with a value equal to or less than the original value but greater than the new value will increase by one. For example, if you decrease 6 to 3, then 3 increases to 4, 4 increases to 5, and so on. If you increase 3 to 6, then 4 decreases to 3, 3 decreases to 2, and so on.
Prerequisites
Configure at least two routes.
Use the following procedure to set route priorities.
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Select the Route tab.
The Routes page appears.
In the same row as the appropriate Route Name, from the Priority list select a priority.
A message appears: "Do you want to change the Priority of this route and refresh the page? Click OK if you want to update the priority, click CANCEL to abort."
Click OK.
A reroute has the same route rules as the original route, but a different set of agents as the destination than the original route.
Use the following procedure to set up a reroute for a specific route.
Prerequisites
Configure at least one route.
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Select the Route tab and the Route sub tab.
The Routes page appears.
Click Create.
The Route Details page appears.
Enter a unique Route Name for the reroute. The name cannot be the same name as the original route.
In the Route Type field, select a route type. The route type can be different from the route type of the original route.
In the Default Destination field, select a default destination. If the agent group destination defined in step 7 is not used, then the default destination is used.
Optionally, enter a Description.
Define a new agent group destination for the reroute. The destination must be different from the destination that was defined for the original route. Do one of the following:
For a dynamic route, configure a destination in the Procedure Details group of fields.
For a static route, select a destination from the Static Destination list.
In the Route Rules fields, enter the same values for Key, Operator and Values as the original route.
Click Update to save.
The page refreshes. The new reroute is listed as a Route Name in the Route page. By default, the newest route is given the lowest priority, so that the reroute automatically has a lower priority than the original route. To change route priorities, see Setting Route Priorities.
Note: By default, a call is routed to all agents who are logged in when a route timeout occurs with either of the following conditions :
No reroute rule has been specified.
All the set up reroutes have timed out, and none of the agents who have already received the media item have handled the call.
Limiting the Number of Reroutes for an Unanswered Inbound Call
Administrators can control the rerouting of inbound calls in one of two ways:
Set the time out value for a route rule to be -1 in Routing Rules Administration.
Set a value for the Routing Server Parameter: Maximum number of Reroutes.
An interaction center administrator can control the reroute feature at a global level by setting the value of the above parameters to a non-negative value (>=0). For example regardless of the type of inbound call, if an interaction center administrator wants to limit the number of reroutes per call to 2, then the value for Maximum number of Reroute should be set to 2. In that case, all the calls serviced by that routing server will be rerouted only twice and will be in the routed agents' queues until one of the routed agents answers the call or if the customer hangs up.
Prerequisites
Configure at least one route rule.
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Select the Route tab and the Route sub tab.
The Routes page appears.
Click the relevant Route Name.
The Route Details page appears.
In the Route Time Out field, enter the value -1.
Click Update to save.
Telephony parameters provide the ability to configure each agent resource to a specific telephony middleware and the associated middleware parameters that define agent login and password details.
Alcatel 4400 with Envox CT Connect
For an Alcatel 4400 switch with Envox CT Connect middleware, use the parameters in the following table to set the telephony parameters for the agent.
| Parameter | Description | Example |
|---|---|---|
| ACD Agent ID | Agent number used to log in to a telephone, as defined in the Alcatel switch administration | 3551 |
| ACD Agent Password | Agent password or personal code, as defined in the Alcatel switch administration | 0000 |
| ACD Queue | Group (PG) Number (not the Pilot number or the Queue number), as defined in the Alcatel switch administration | 3700 |
| Canonical Phone Number | A canonical phone number that is associated with the ACD Agent ID. This is typically a Direct Inward Dial (DID) number that an outside caller dials to reach this agent directly. You need to configure this field only if the canonical phone number of this agent is not the same as the Site Canonical Number Prefix (specified in the middleware configuration) concatenated with the ACD Agent ID. If a canonical phone number is associated with the teleset line extension instead of the ACD Agent ID, then configure the canonical phone number in Teleset Line Configuration instead and leave this field blank. Optional, but recommended for implementing multi-site features. | +1 (123) 456-7890 |
Aspect CallCenter with Aspect Contact Server
If you are using an Aspect CallCenter switch with Aspect Contact Server middleware, then use the following table to set the telephony parameters for the agent.
| Parameter | Description | Example |
|---|---|---|
| ACD Agent ID | Agent extension number, as defined in the Aspect Agent Administrator | 20011 |
| ACD Agent Password | Agent password assigned to the agent extension number | 20011 |
| Canonical Phone Number | A canonical phone number that is associated with the ACD Agent ID. This is typically a Direct Inward Dial (DID) number that an outside caller dials to reach this agent directly. You need to configure this field only if the canonical phone number of this agent is not the same as the Site Canonical Number Prefix (specified in the middleware configuration) concatenated with the ACD Agent ID. If a canonical phone number is associated with the teleset line extension instead of the ACD Agent ID, then configure the canonical phone number in Teleset Line Configuration instead and leave this field blank. Optional, but recommended for implementing multi-site features. | +1 (123) 456-7890 |
Avaya MultiVantage with Genesys Interaction Connector
If you are using an Avaya MultiVantage switch with Genesys Interaction Connector middleware, then use the following table to set the telephony parameters for the agent.
| Parameter | Description | Example |
|---|---|---|
| ACD Agent ID | Agent Login ID defined for this agent in Avaya Communication Manager administration. | 34161 |
| ACD Agent Password | Agent password, if any, defined in Avaya Communication Manager administration. Leave blank if no password is administered for this agent. | 12345 |
| ACD Agent Queue | Agent Hunt Group Extension defined in Avaya Communication Manager administration. | 24160 |
Avaya MultiVantage with Envox CT Connect
If you are using an Avaya MultiVantage switch with Envox CT Connect middleware, then use the following table to set the telephony parameters for the agent.
| Parameter | Description | Example |
|---|---|---|
| ACD Agent ID | Agent login ID, as defined in the MultiVantage switch administration | 34141 |
| ACD Agent Password | Agent password (if a password is configured for the agent login ID), as defined in the MultiVantage switch administration | 34141 |
| Canonical Phone Number | A canonical phone number that is associated with the ACD Agent ID. This is typically a Direct Inward Dial (DID) number that an outside caller dials to reach this agent directly. You need to configure this field only if the canonical phone number of this agent is not the same as the Site Canonical Number Prefix (specified in the middleware configuration) concatenated with the ACD Agent ID. If a canonical phone number is associated with the teleset line extension instead of the ACD Agent ID, then configure the canonical phone number in Teleset Line Configuration instead and leave this field blank. Optional, but recommended for implementing multi-site features. | +1 (123) 456-7890 |
Cisco CallManager with Cisco ICM
If you are using a Cisco CallManager switch with Cisco ICM middleware, then use the following table to set the telephony parameters for the agent
| Parameter | Description | Example |
|---|---|---|
| ACD Agent ID | Agent Peripheral Number, as defined in the Cisco ICM Agent Explorer | 7011 |
| ACD Agent Password | Agent Password, as defined in the Cisco ICM Agent Explorer | 7011 |
| Canonical Phone Number | A canonical phone number that is associated with the ACD Agent ID. This is typically a Direct Inward Dial (DID) number that an outside caller dials to reach this agent directly. Configure this field only if the canonical phone number of this agent is not the same as the Site Canonical Number Prefix (specified in the middleware configuration) concatenated with the ACD Agent ID. If a canonical phone number is associated with the teleset line extension instead of the ACD Agent ID, then configure the canonical phone number in Teleset Line Configuration instead and leave this field blank. This parameter is optional, but is recommended for implementing multi-site features. | +1 (123) 456-7890 |
Ericsson MD110 with Envox CT Connect
If you are using an Ericsson MD110 switch with Envox CT Connect middleware, then use the following table to set the telephony parameters for the agent.
| Parameter | Description | Example |
|---|---|---|
| ACD Agent ID | Agent login ID, as defined in the Ericsson switch administration | 2706 |
| ACD Agent Password | Agent password, as defined in the Ericsson switch administration | 2706 |
| Canonical Phone Number | A canonical phone number that is associated with the ACD Agent ID. This is typically a Direct Inward Dial (DID) number that an outside caller dials to reach this agent directly. You need to configure this field only if the canonical phone number of this agent is not the same as the Site Canonical Number Prefix (specified in the middleware configuration) concatenated with the ACD Agent ID. If a canonical phone number is associated with the teleset line extension instead of the ACD Agent ID, then configure the canonical phone number in Teleset Line Configuration instead and leave this field blank. Optional, but recommended for implementing multi-site features. | +1 (123) 456-7890 |
Nortel Meridian with Genesys Interaction Connector
If you are using a Nortel Meridian switch with Genesys Interaction Connector middleware, then use the following table to set the telephony parameters for the agent.
| Parameter | Description | Example |
|---|---|---|
| ACD Agent ID | Agent Login ID that is defined for this agent in Symposium Call Center Server administration. | 8601 |
| ACD Agent Queue | Agent Skill group, if any, that is defined in Nortel Meridian 1 administration. | 7600 |
Nortel Meridian with Envox CT Connect
If you are using a Nortel Meridian switch with Envox CT Connect middleware, then use the following table to set the telephony parameters for the agent.
| Parameter | Description | Example |
|---|---|---|
| ACD Agent ID | Agent ID, typically a unique number between 1000 and 9999 | 7501 |
| Canonical Phone Number | A canonical phone number that is associated with the ACD Agent ID. This is typically a Direct Inward Dial (DID) number that an outside caller dials to reach this agent directly. You need to configure this field only if the canonical phone number of this agent is not the same as the Site Canonical Number Prefix (specified in the middleware configuration) concatenated with the ACD Agent ID. If a canonical phone number is associated with the teleset line extension instead of the ACD Agent ID, then configure the canonical phone number in Teleset Line Configuration instead and leave this field blank. Optional, but recommended for implementing multi-site features. | +1 (123) 456-7890 |
Use the following procedure to configure telephony parameters for an interaction center agent.
Prerequisites
Steps to Configure Agent Telephony Parameters
Use the Call Center HTML Administration responsibility to log in to the HTML Login URL.
Select the Resource tab and the Telephony Parameters subtab.
The Search Telephony-enabled User page opens.
You can use the search criteria to search for a specific agent or a group of agents, such as all the agents in a server group. From the list, select a search criteria.
The page refreshes.
In the search field, enter or select the value to match the criteria that you selected in the list.
Click Go.
The page refreshes.
Note: Note: If more than one agent fits the search criteria, then all those agents' names appear in the Resource Details fields. If the search has returned several pages of agents, in the lower right you can use the page range list and the First|Previous and Next|Last links to locate specific agents.
Select a Resource Name.
The Resource Details page appears.
Select a Middleware and Parameter from the lists. For a description of parameters, see the list of tables following this procedure.
In the Value field, enter a value to correspond to the parameter that you selected in step 7.
Click Add.
The page refreshes and the new specifications appear in a list below the search criteria.
If necessary, repeat steps 6 through 10 for additional parameter.
Click Update to save.
The following tables list agent telephony parameters according to switch and CTI middleware combinations.
Media items are controlled by the Concurrent Manager, which uses two defined processes:
Close media items process, which takes as input the interval to check for closed media items. The default value is 15 minutes.
Timeout media items process, which takes the interval to timeout any stale or unclosed media items, that is, if a media item has stayed open for an interval equivalent to timeout, then the media item will be forced closed. Typically, closure due to timeout applies to media items for which Oracle Telephony Manager has no way of determining whether or not the media item can be closed correctly, for example, Dial failures.
Both of these Concurrent Manager processes are self scheduling. After you schedule them, they will run automatically at the defined run intervals.
For these processes to run correctly, the concurrent manager framework must be available at all times.
Run these processes even if the customer has not implemented Oracle Interaction Center Intelligence.
To run the media item processes, use the following procedure:
Prerequisites
Steps to Manage Media Item Processes
Use the Interaction Center Intelligence Admin Apps responsibility to log in to the Oracle Applications Forms Administration.
In the Navigator window Functions tab, select Requests.
Click Open.
The Find Requests window opens.
Click Submit a New Request.
The Submit a New Request window opens.
Accept the default option "Single Request."
Click OK.
The Submit Request window opens.
In the Name field, click to open the drop-down menu.
The Reports window opens.
Do one of the following:
Select Close Media Items.
Select Timeout Media Items.
Note: In Minipack O, the timeout interval is the same as the interval to check for timeout. From Minipack P onwards, timeout media items have two input parameters. The first parameter defines the timeout interval. The second parameter defines the interval to check for timed out media items. The default value for timeout interval is 24 hours. The default value for check timeout is 6 hours.
The Parameters window opens.
You can accept the default value or enter a different value. (The lower the value, the closer the interval is to real time.)
Click OK.
The Submit Request window opens.
Click Submit.
The Find Requests window opens.
Select All My Requests.
Click Find.
The Requests window opens.
Verify that the submitted request appears in the schedule.
Optionally, click a row to select a request, and then select any of the available options: Hold Request, Cancel Request, View Details, Diagnostics, View Output, View Log.
Select File > Save.
Use the following procedure to access the Workflow Item Type.
Launch Workflow Builder 2.6.
From the menu, Select File > Open.
Choose Database and enter the user name, password and Connect Strings.
Click OK.
The Show Item Types window opens.
Select "Call Center Routing Starts/Ends Here!!" from the Hidden List and move it to the Visible List.
Click OK.
The Navigator opens with the Selected Item Type.
Related Topics
Oracle Workflow Administrators Guide
Oracle Workflow User's Guide