Oracle Advanced Inbound Telephony Implementation Guide

Contents

Title and Copyright Information

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Preface

Introduction to Oracle Advanced Inbound Telephony

Overview of Oracle Advanced Inbound Telephony

Overview of Integration Types

Oracle Advanced Inbound Telephony Integration

Supported Modes

Supported Modes and Certified Switch and Middleware Combinations

Features

Architecture

Oracle Telephony Adapter Server

Responsibilities

Active Mode Priority Queueing for Web Callbacks

Active-Standby Mode Configuration

Load Balancing

Interaction Keys

Customer Data Lookup

Web Callback Routing and Classifications

Classifications

Web Callbacks

Web Callback Routes

Rerouting

Call Scenarios

Screen Pops

      Out-of-the-Box Screen Pops

IVR Integration

Access to Oracle Advanced Inbound Telephony

Dependencies and Integration Points

Installing Oracle Advanced Inbound Telephony

Upgrading Oracle Advanced Inbound Telephony Configurations

Conditional Dependencies

Required CTI Middleware Client API Software

Installation and Dependency Verification

Implementation Overview

Implementation Task Sequence

Implementation and Administration Tasks

Configuring Middleware

Configuring Route Points

Configuring Teleset Lines

Mapping IVR Fields

Configuring Multi-Sites

Creating and Updating Interaction Keys

Configuring Softphone

Configuring Classifications

Configuring Routes

Configuring Agent Telephony Parameters

Managing Media Item Processes

Setting Up Workflow Item Type

Diagnostics and Troubleshooting

Error Messages

Softphone Performance Issues and Solutions

Middleware Parameter Equivalents Across Releases

Envox CT Connect / Intel NetMerge Call Processing Software Parameter Equivalents

Cisco Intelligent Contact Management Parameter Equivalents

Data Type Operators and Media Type Values for Rules

Introduction

Operators for Data Type: String

Operators for Data Type: Number

Operators for Data Type: Date

Supported Media Type Values for Rules

Multi-Site Implementation Worksheet

Telesets

Agents

Route Points

Middleware Config Active Routing Target Type

Glossary

Index