SDK Qualification Worksheet

This appendix covers the following topics:

• What ACD/PBXs are supported?
• What, if any, CTI middlewares are supported?
• Does the customer already have CTI middleware or a preference for a particular CTI middleware?
• How many agents does Oracle Interaction Center have?
• How many sites does the customer want to CTI enable?
• (Only if # 5 is yes) If the customer wants to enable multiple sites, they want:
• Is the customer an existing Oracle E-Business Suite customer?
• In which Oracle Advanced Inbound Telephony features is the customer interested?
• Does the interaction center have automated outbound dialing? (outbound telesales campaigns)
• 10. Does Oracle Interaction Center have an IVR?
• What is the $US total license revenue?
• What is the implementation project time line?
• What is the consulting budget?

What ACD/PBXs are supported?

Use the following questions to determine if the integration of Oracle Telephony Adapter SDK at a specific customer site is necessary and, if it is necessary, what the SDK requirements are.

• Name, version and release (current or legacy? If old, plan to upgrade?)

• Is there a CTI interface?

  • Yes

  • No

• What ACD teleset is used?

• How many extensions/line appearances are on each agent teleset?

• On which line are inbound calls received?

• On which line are outbound calls made?

What, if any, CTI middlewares are supported?

• Name, version and release

• Support for server-side integration:

  • C API

  • Java API

Does the customer already have CTI middleware or a preference for a particular CTI middleware?

• No

• Yes, the ACD/PBX is supported by the following CTI middleware:

  • CT Connect (Java or C API)

  • Cisco ICM, (C API only)

  • Genesys, (C API only)

How many agents does Oracle Interaction Center have?

• 1000 agents per Oracle Telephony Adapter Server/Call Center Connectors on a single site

• Fewer than 1000 agents

How many sites does the customer want to CTI enable?

• Oracle Advanced Inbound Oracle Telephony Adapter SDK supports single site routing, queueing and distribution in this release.

• If the customer has multiple sites, multi-site routing and call and data transfer, the customer may want to consider a CTI middleware which provides multi-site functionality, such as Cisco ICM or Genesys.

(Only if # 5 is yes) If the customer wants to enable multiple sites, they want:

• Enterprise routing (arrive at any site and be distributed to any site)

• Enterprise call and data transfer

Is the customer an existing Oracle E-Business Suite customer?

• Yes, they have the following applications:

  • TeleService

  • TeleSales

  • iSupport

  • iMeeting

  • Collections

  • iStore

  • Marketing Online

• No, they are buying the following applications:

  • TeleService

  • TeleSales

  • iSupport

  • iMeeting

  • Collections

  • iStore

  • Marketing Online

In which Oracle Advanced Inbound Telephony features is the customer interested?

• Call routing:

  • PBX skill-based

  • DNIS

  • Routing on business data

  • Rules-based routing

• Screen pops

• Other call data (If IVR, see #9)

• Call and data transfer

• They have or want a softphone GUI

Does the interaction center have automated outbound dialing? (outbound telesales campaigns)

• Yes. How do they want to dial?

  • Preview: Record delivered. An agent initiates an outbound call.

  • Progressive: Record delivered to an agent. Dialing is automatic.

  • Predictive: System dials customer. Only live contacts are transferred to the agent.

• No.

10. Does Oracle Interaction Center have an IVR?

• Yes.

  • The IVR manufacturer is

  • CTI-enabled/intelligent (IVR maintains the call ID of the call exiting the IVR)

  • IVR connects (PL/SQL) to an Oracle database IVR updates the call’s application data field

• No.

What is the $US total license revenue?

• Oracle E-Business Suite

• Oracle Interaction Center

What is the implementation project time line?

What is the consulting budget?