This chapter covers the following topics:
This chapter describes setup tasks that you must perform in Oracle Contact Center that are specific to the Oracle Telecommunications Service Ordering (TSO) solution.
Before implementing Oracle Contact Center, you must set up the core applications for the Oracle TSO solution. For details, refer to the chapter, Implementing the Oracle TSO Solution.
Following is the setup checklist for implementing TSO-specific functionality for Oracle Contact Center.
| Setup Step | Required/Optional |
|---|---|
| Implement Oracle Contact Center | Required |
| Set Up Additional Actions | Optional |
For more information on setting up Oracle Contact Center, refer to the Oracle TeleService Implementation Guide.
Note: Two call reasons -- DisconnectService and ReconfigureService -- are supplied for the reconfigure and disconnect Oracle Telecommunication Services Ordering (TSO) business flows. Refer to the Enabling Telephony in the Contact Center chapter of the Oracle TeleService Implementation Guide for more information.
The Install Base and Orders tabs of the Contact Center include actions agents can use to speed up tasks such as the creation of service requests for an install base item or the creation of a new item instance. Implementers can use the Oracle Applications Form Personalization to create new actions of your own or add code using the CUSTOM.pll stub library. Implementers can create different sets of actions for different classes of users (which menu is available for which user is determined by setting a system profile option). Implementers have more flexibility when you use the CUSTOM.pll stub library because it has complete access to all PL/SQL and SQL. However, Form Personalization can handle the vast majority of your changes. Form Personalization and CUSTOM library changes can co-exist. Whenever an event is fired, Form Personalization processes them first, then passes them to the CUSTOM library. Form Personalization makes it possible for implementers to declaratively alter the behavior of Oracle Forms-based windows, including changing properties, executing built-ins, displaying messages, and adding menu entries. For each function (a form running in a particular context based on parameters passed to it), implementers can specify one or more rules. Each rule consists of an event, an optional condition and its scope, and one or more actions to perform. To use Form Personalization, implementers must be familiar with Oracle Forms, the PL/SQL programming language, and the Oracle Applications Developer's Guide. Additionally, any changes made can interfere with the base code of a form (the code that Oracle ships). For more information on how to use Form Personalization, see the documents contained in Note 279034.1 on OracleMetaLink.
Note: The Actions menu in the Contact Center Orders tab can be implemented as a button or a drop-down list, depending on the value of the Oracle Order Management lookup, OM_BUTTON_POPLIST; the lookup has two values - Button or Poplist (drop-down list).
For more information on the Actions that can be performed in Oracle Contact Center, refer to the chapter, Using the Oracle TSO Solution.
The Install Base and Orders tabs within Oracle Contact Center contain seeded actions (described in the chapter, Using the Oracle TSO Solution). Depending upon business requirements, implementers may wish to add additional actions specific to TSO. The following sections describe how to set up new actions for the Install Base and Orders tabs.
Prerequisite: Familiarity with Oracle Applications architecture and Oracle Applications Form Personalization.
To set up actions for the Install Base tab:
Using Application Developer responsibility, create TSO functions (actions) for the Install Base tab and either add the functions to the seeded menu, CSI_CC_ACTIONS_SUB_MENU (which has the user menu name of Install Base Tab Actions sub menu) or create a new menu and add the new functions to it. Use Form Personalization or the CUSTOM.pll to write the code. The trigger event when a user selects the Go button is: CSC_IB_TAB_ACTION_EVENT. Note that descriptions entered in the menu appear in the Actions LOV for agents to see.
Set the system profile, CSI: IB Tab - Action Menu, to the seeded or new menu. The profile's LOV displays user menu names of the registered menus.
If you create multiple menus with different actions for different users, you can use this system profile to specify which responsibility sees which menu.
Use Form Personalization or the CUSTOM.pll to write the code. The trigger event when a user selects the Go button is: CSC_IB_TAB_ACTION_EVENT. Note that descriptions entered in the menu appear in the Actions LOV for agents to see.
To set up actions for the Orders tab:
Using Application Developer responsibility, create TSO functions (actions) for the Install Base tab and either add the functions to the seeded menu, ONT_ORDER_AGENT_ACTIONS (which has the user menu name of Sales Orders: Agent Actions) or create a new menu and add the new functions to it. Use Form Personalization or the CUSTOM.pll to write the code. The trigger event when a user selects the Go button is: OM_PRE_ACTION_EVENT. Note that descriptions entered in the menu appear in the Actions LOV for agents to see.
Set the system profile, OM: Contact Center Actions Menu Name, to the seeded or new menu. The profile's LOV displays user menu names of the registered menus. .
If you create multiple menus with different actions for different users, you can use this system profile to specify which responsibility sees which menu.
Use Form Personalization or the CUSTOM.pll to write the code. The trigger event when a user selects the Go button is: OM_PRE_ACTION_EVENT. Note that descriptions entered in the menu appear in the Actions LOV for agents to see.