Implementation Overview

This chapter covers the following topics:

Implementation Task Sequence

This section provides a general description of the implementation process. The following table is an overview of implementing Oracle Advanced Inbound Telephony. The HTML Location column shows you in which Call Center HTML Administration tabs to perform the procedure.

Prerequisites for implementing Oracle Advanced Inbound Telephony include installing and implementing the Oracle Interaction Center servers and server groups. Implementation of Oracle Advanced Inbound Telephony involves creating agent resources and configuring CTI middleware, telesets, route points, routing and classifications.

Step Number Required or Optional Description HTML Tab
1 Required Install Interaction Center Server Manager (ICSM) on each target machine. See Oracle Interaction Center Server Manager Implementation Guide ICSM > Setup
2 Required Define the Oracle interaction center server group. See Oracle Interaction Center Server Manager Implementation Guide ICSM > Server Group
3 Required Define and configure the Oracle interaction center server processes. See Oracle Interaction Center Server Manager Implementation Guide ICSM > Server Group
4 Optional Configuration for verification of steps 1 through 3, using switch simulator:

  • Define and configure the CTI middleware. See Configuring Middleware.

  • Define the interaction center route points. See Configuring Route Points.

  • Define the interaction center telesets. See Configuring Teleset Lines.

 Call Center
5 Optional Run verification using Switch Simulator. See Oracle Interaction Center Server Manager Implementation Guide Call Center
6 Required Define and configure the CTI middleware. See Configuring Middleware. Call Center > Middleware
7 Required for active and enhanced passive modes only Define the interaction center route points. See Configuring Route Points. Call Center > Route Point
8 Required Define the interaction center telesets. See Configuring Teleset Lines. Call Center > Teleset
9 Optional Map the inbound call / IVR data to fields in Oracle Applications. See Mapping IVR Fields to Application Fields. Call Center > IVR
10 Required for multi-site call centers connected via tie lines Define and configure multi-site configuration. Both interaction centers that are connected by the tie line must already have defined middleware configurations in the Call Center tab > Middleware sub tab. See Configuring Multi-Sites. Call Center > Multisite
11 Optional Configure softphone display. See Configuring Softphone. Call Center > Softphone > Display Configuration
12 Optional Configure softphone speed dial. Configuring Softphone. Center > Softphone > Speed Dial
13 Optional

  • Configure additional Interaction Keys for use in IVR Mapping. See Mapping IVR Fields to Application Fields.

  • Configure additional Interaction Keys to set up Classification Rules and Routing Rules. See Configuring Classifications and Configuring Routes.

  • Configure additional Interaction Keys to set up softphone display available keys. See Configuring Softphone Display.

  • Call Center > Interaction Keys

  • Route > Interaction Keys

  • Classification > Interaction Keys
14 Required for active mode Set up routing for inbound calls from web callbacks. See "Configuring Routes". Route tab required, Oracle Workflow Builder optional. See Oracle Workflow Administrators Guide.
15 Required Set up classifications. See Configuring Classifications. Classification
16 Optional Select a Media Action with each associated Media Type and Classification. See Oracle Universal Work Queue Implementation Guide. UWQ Media Action
17 Required Configure Interaction Center parameter value. See Configuring Agent Telephony Parameters. Resource