Dependencies and Integration Points

This chapter covers the following topics:

Mandatory Dependencies
Accessing Oracle Customer Interaction History

Mandatory Dependencies

Install and implement the following components before you begin the implementation of Oracle Customer Interaction History:

Resource Manager
Task Manager
Notes

Accessing Oracle Customer Interaction History

The product interfaces are accessed by providing the Uniform Resource Locator (URL) for the environment in an Oracle Applications 12i-compliant Web browser and navigating to the hyperlink for the login page for the specific technology stack. You can also provide the URL for the specific login page. This URL is referred to as your login URL.

Oracle Applications URL

Use this URL to navigate to the E-Business Home Page URL or the CRM Home page URL.

http://<host>:<port>/

To navigate to the E-Business Home Page URL, choose Apps Logon Links > E-Business Home Page.
To navigate to the CRM Home Page URL, choose Apps Logon Links > CRM Home Page.

CRM Home Page URL

This URL is sometimes referred to as the Apache or JTF login URL. Use this URL to open the login page for HTML-based applications.

http://<host>:<port>/OA_HTML/jtflogin.jsp

E-Business Home Page URL:

This URL is sometimes referred to as the Self-Service Web Applications or SSWA login URL. Use this URL to open the login window for Oracle Applications via the E-Business Home Page. You can access Forms-based or HTML-based applications from the Personal Home Page.

http://<host>:<port>/OA_HTML/US/ICXINDEX.htm

User Accounts

An application user is an authorized user of Oracle Applications and is uniquely identified by a username. After the user account has been defined, the application user can sign on to Oracle Applications at the E-Business Home Page or CRM Home Page login.

Note: Oracle Applications is installed with a system defined username and password.

Username: sysadmin
Password: sysadmin

An application user enters a username along with a password to sign on to Oracle Applications. The password assigned by the system administrator is temporary. When signing on for the first time, the application user will be prompted to change the password. Access to specific functionality and data will be determined by the responsibilities assigned to your user account.

Responsibilities

A system administrator assigns one or more responsibilities to an application user. A responsibility is a level of authority that allows a user to access specific functionality and data in Oracle Applications. Oracle Applications is installed with predefined responsibilities. A system administrator can modify a predefined responsibility or create custom responsibilities.

The following table describes the predefined responsibilities that are used to implement Oracle Customer Interaction History.

Responsibility	Function	Interface
CRM Administrator	Schedule the Interaction History Bulk Processor concurrent program. Schedule the Interaction History Data Import concurrent program in order to import interaction data from a third-party or legacy system into Oracle Applications	E-Business Home Page
Interaction History	View interactions in the Forms interface: Launch the Customer Interaction History Test page form. Select a customer party or account to be passed to the Customer Interaction History Search form.	E-Business Home Page
Interaction History Data Import	Schedule the Interaction History Data Import concurrent program in order to import interaction data from a third-party or legacy system into Oracle Applications	E-Business Home Page
Interaction History Data Purge	Schedule the Interaction History Data Purge concurrent program in order to purge interaction data from Oracle Applications.	E-Business Home Page
Interaction History JSP Admin	Access the administration console: Create outcomes, results, reasons, activities, actions, and wrap ups. Associate actions and activities. View bulk processing errors.	E-Business Home Page or CRM Home Page
Interaction History JSP User	View interactions in the JSP interface: Launch the Interaction History Viewer page. View interactions and activities. Search for interactions and activities.	E-Business Home Page or CRM Home Page
Interaction History Migration	Verify and set up data in old tables in order to migrate outcome-result pairs and result-reasons pairs to wrap ups.	E-Business Home Page or CRM Home Page
Interaction History Self Service	View interactions in the Oracle Applications Framework interface.	E-Business Home Page or CRM Home Page
System Administrator	Create a user for administering Oracle Customer Interaction History. Set values for profile options.	E-Business Home Page or CRM Home Page

In the E-Business Home Page, after the user signs on, a list of available responsibilities appears. To switch responsibilities in the E-Business Home Page, click a responsibility. To switch responsibilities in the Forms interface, choose Switch Responsibility from the File menu.

In the CRM Home Page, after the user signs on, the user must select a default responsibility (even if the user has only one responsibility). The next time the user signs on, the tabs related to the default responsibility appear. To switch responsibilities, go to Navigation Preferences in your profile (Profile icon). In the Switch Responsibilities section, select another responsibility from the Current Responsibility list.