This chapter covers the following topics:
The following table describes the validations and defaults for all of the Interaction Record Type columns that are performed when calling the IH API to Insert or update an Interaction. This includes the following API Calls:
Create_Interaction
Open_Interaction
Update_Interaction
Close_Interaction
The JTF_IH_INTERACTIONS columns that are not exposed by way of the API are documented at the end of the table for reference purposes.
These validations apply when importing interactions from the JTF_IH_INTERACTIONS_STG table by way of the Import.
| Interaction Record Value | Table column mapping in JTF_IH_INTERACTIONS and JTF_IH_INTERACTIONS_STG | Description | Req. | Obsolete | Default | Validation/ Notes |
|---|---|---|---|---|---|---|
| interaction_id | INTERACTION_ID | Unique interaction identifier | Y | Sequence Generated | If passed, the value passed will be used. Value passed should be generated from sequence: jtf_ih_interactions_s1. If not passed, an ID is generated in Open_Interaction and Create_Interaction calls. | |
| party_id | PARTY_ID | ID of customer Person, Relationship or Organization with whom the interaction was done. FK to HZ_PARTIES | Y | Valid PARTY_ID in HZ_PARTIES. | ||
| Primary_party_id | PRIMARY_PARTY_ID | ID of customer (Person or Organization) with whom the interaction was done. FK to HZ_PARTIES | N | Valid PARTY_ID in HZ_PARTIES. This value cannot be a RELATIONSHIP party type. This value is not required using the pre-11.5.10 single party ID calling convention. | ||
| Contact_rel_party_id | CONTACT_REL_PARTY_ID | ID of the relationship party that defines the contacts relationship to the customer. FK to HZ_PARTIES | Y | Valid PARTY_ID in HZ_PARTIES. This value must be a RELATIONSHIP party type. This value is not required using the pre-11.5.10 single party ID calling convention. | ||
| Contact_ party_id | CONTACT_PARTY_ID | ID of the person party that is the contact of the customer. FK to HZ_PARTIES | N | Valid PARTY_ID in HZ_PARTIES. This value must be a PERSON party type. Requires that the Contact_Rel_party_id be passed with a RELATIOSHIP ID that the contact is a part of. This value is not required using the pre-11.5.10 single party ID calling convention. | ||
| resource_id | RESOURCE_ID | ID of the agent/user of the person who performs the interaction with the customer. FK to JTF_RS_RESOURCE_EXTN. | N | Valid RESOURCE_ID in JTF_RS_RESOURCE_EXTN | ||
| handler_id | HANDLER_ID | The application id of the application that logged the interaction. FK to FND_APPLICATION. | Y | Valid APPLICATION_ID in FND_APPLICATION | ||
| outcome_id | OUTCOME_ID | ID of the outcome code assigned to the interaction. FK to JTF_IH_OUTCOMES_B. | Y | Valid OUTCOME_ID in JTF_IH_OUTCOMES_B | ||
| result_id | RESULT_ID | ID of the result code assigned to the interaction. FK to JTF_IH_RESULTS_B. | Valid RESULT_ID in JTF_IH_RESULTS_B | |||
| reason_id | REASON_ID | ID of the reason code assigned to the interaction. FK to JTF_IH_REASONS_B. | Valid REASON_ID in JTF_IH_REASONS_B | |||
| source_code_id | SOURCE_CODE_ID | The Marketing Campaign source code identifier. FK to AMS_SOURCE_CODES | Valid SOURCE_CODE_ID in AMS_SOURCE_CODES | |||
| source_code | SOURCE_CODE | The Marketing source code. FK to AMS_SOURCE_CODES | Valid SOURCE_CODE in AMS_SOURCE_CODES | |||
| object_type | OBJECT_TYPE | The type of marketing source code. Campaign, Event, Campaign Schedule, and so on. | Valid ARC_SOURCE_CODE_FOR in AMS_SOURCE_CODES. Marketing SOURCE_TYPE. | |||
| object_id | OBJECT_ID | The ID of the Campaign, Event, and so on. as qualified by OBJECT_TYPE. | Valid SOURCE_CODE_FOR_ID in AMS_SOURCE_CODES. Marketing OBJECT_ID | |||
| parent_id | JTF_IH_INTERACTION_INTERS.INTERACT_INTERACTION_IDRELATES | INTERACTION_ID of the related parent interaction. | Valid INTERACTION_ID in JTF_IH_INTERACTIONS. | |||
| start_date_time | START_DATE_TIME | The date and time, to the second, that the interaction started. | SYSDATE | Set to SYSDATE via Open_Interaction or Create_Interaction calls. If a value is passed it is used in place of SYSDATE. Must be less then or equal to END_DATE_TIME. | ||
| end_date_time | END_DATE_TIME | The date and time, to the second, that the interaction ended. | SYSDATE | Set to SYSDATE via Close_Interaction or Create_Interaction calls. If a value is passed it is used in place of SYSDATE. Must be greater then or equal to START_DATE_TIME. | ||
| Duration | DURATION | Number of seconds that the interaction was active. | Calculated | If passed, the value passed will be used, if not it is calculated as: END_DATE_TIME – START_DATE_TIME. | ||
| inter_interaction_duration | INTER_INTERACTION_DURATION | The amount of time, in seconds, that the agent spent between interactions. | ||||
| non_productive_time_amount | NON_PRODUCTIVE_TIME_AMOUNT | Currently Not used. The amount of time the agent spent in seconds on non-customer related activities. | ||||
| Preview_time_amount | PREVIEW_TIME_AMOUNT | The amount of time, in seconds, that the agent spent reviewing the customer information before interacting with the customer. | ||||
| productive_time_amount | PRODUCTIVE_TIME_AMOUNT | The amount of time in seconds that the agent spent doing productive work. | ||||
| wrapUp_time_amount | WRAP_UP_TIME_AMOUNT | The amount of time the agent spent in seconds after the phone call was terminated to status and close the interaction. | ||||
| script_id | SCRIPT_ID | Not used. | Y | A script/survey is related via the JTF_IH_ACTIVITIES.SCRIPT_TRANS_ID. | ||
| attribute_category | ATTRIBUTE_CATEGORY | Descriptive Flexfield Structured definition column | ||||
| attribute1 | ATTRIBUTE1 | Descriptive Flexfield Segment | ||||
| attribute2 | ATTRIBUTE2 | Descriptive Flexfield Segment | ||||
| attribute3 | ATTRIBUTE3 | Descriptive Flexfield Segment | ||||
| attribute4 | ATTRIBUTE4 | Descriptive Flexfield Segment | ||||
| attribute5 | ATTRIBUTE5 | Descriptive Flexfield Segment | ||||
| attribute6 | ATTRIBUTE6 | Descriptive Flexfield Segment | ||||
| attribute7 | ATTRIBUTE7 | Descriptive Flexfield Segment | ||||
| attribute8 | ATTRIBUTE8 | Descriptive Flexfield Segment | ||||
| attribute9 | ATTRIBUTE9 | Descriptive Flexfield Segment | ||||
| attribute10 | ATTRIBUTE10 | Descriptive Flexfield Segment | ||||
| attribute11 | ATTRIBUTE11 | Descriptive Flexfield Segment | ||||
| attribute12 | ATTRIBUTE12 | Descriptive Flexfield Segment | ||||
| attribute13 | ATTRIBUTE13 | Descriptive Flexfield Segment | ||||
| attribute14 | ATTRIBUTE14 | Descriptive Flexfield Segment | ||||
| attribute15 | ATTRIBUTE15 | Descriptive Flexfield Segment | ||||
| touchpoint1_type | TOUCHPOINT1_TYPE | Type indicator to specify the type of ID stored in the RESOURCE_ID field. If it is "PARTY" (default), then the ID is considered to be a PARTY_ID, else it is treated as a RESOURCE_ID | Y | Y | ‘PARTY' | Should not be changed. Use default values only. |
| touchpoint2_type | TOUCHPOINT2_TYPE | Type indicator to specify the type of ID stored in the RESOURCE_ID field. If it is "RS_EMPLOYEE" (default), then the ID is considered to be a RESOURCE_ID, else it is treated as a PARTY_ID. | Y | Y | ‘RS_EMPLOYEE' | Should not be changed. Use default values only. |
| method_code | METHOD_CODE | Legacy from CS 3i interactions manager schema. Describes the type of media that was used to perform the interaction. Call, E-mail, etc. | Y | Added for Service Migration from 3i schema, however it is not used in the migration scripts. | ||
| reference_form | REFERENCE_FORM | Legacy from CS 3i interactions manager schema. | Y | Added for Service Migration from 3i schema from CS_INTERACTIONS.REFERENCE_FORM | ||
| follow_up_action | FOLLOW_UP_ACTION | Legacy from CS 3i interactions manager schema. A free-form text note. | Y | Added for Service Migration from 3i schema from CS_INTERACTIONS. FOLLOW_UP_ACTION | ||
| ACTIVE | Y/N indicator. Y if the interaction is open, N if it is closed. | Y | Y/N | Set to ‘Y' in Open_Interaction and to ‘N' in Close_Interaction calls. If Create_Interaction is used, the interaction is created as non-active, N. | ||
| OBJECT_VERSION_NUMBER | Standard Object Version Field | Y | Set to 1.0 | |||
| INTERACTION_INTERS_ID | Replaced by JTF_IH_INTERACTION_INTERS table INTERACT_INTERACTION_IDRELATES populated by parent_id. (See above) | Y | ||||
| P_user_id | CREATED_BY | Standard who column - user who created this row (foreign key to FND_USER.USER_ID) | Populated using valid user id from standard API parameters | |||
| CREATION_DATE | Standard who column - date when this row was created. | SYSDATE | ||||
| P_user_id | LAST_UPDATED_BY | Standard who column - user who last updated this row (foreign key to FND_USER.USER_ID). | Populated using valid user id from standard API parameters | |||
| LAST_UPDATE_DATE | Standard Who column - date when a user last updated this row. | SYSDATE | ||||
| P_login_id | LAST_UPDATE_LOGIN | Standard who column - operating system login of user who last updated this row (foreign key to FND_LOGINS.LOGIN_ID). | Populated using valid login id from standard API parameters | |||
| bulk_writer_code | bulk_writer_code | Internal Use Only | ||||
| bulk_batch_type | bulk_batch_type | Internal Use Only | ||||
| bulk_batch_id | bulk_batch_id | Internal Use Only | ||||
| bulk_interaction_id | bulk_interaction_id | Internal Use Only | ||||
| PROGRAM_APPLICATION_ID | Concurrent Manager Info. | Not set via API calls. | ||||
| PROGRAM_ID | Concurrent Manager Info. | Not set via API calls. | ||||
| PROGRAM_UPDATE_DATE | Concurrent Manager Info. | Not set via API calls. | ||||
| REQUEST_ID | Concurrent Manager Info. | Not set via API calls. | ||||
| PUBLIC_FLAG | Legacy from CS 3i interactions manager schema. | Added for Service Migration from 3i schema from CS_INTERACTIONS.PUBLIC_FLAG | ||||
| ORG_ID | Legacy from CS 3i interactions manager schema. | Added for Service Migration from 3i schema from CS_INTERACTIONS.ORG_ID | ||||
| ORIG_SYSTEM_REFERENCE | Pre-11i upgrade info. | Not set via API calls. | ||||
| ORIG_SYSTEM_REFERENCE_ID | Pre-11i upgrade info. | Not set via API calls. | ||||
| UPG_ORIG_SYSTEM_REF | Pre-11i upgrade info. | Not set via API calls. | ||||
| UPG_ORIG_SYSTEM_REF_ID | Pre-11i upgrade info. | Not set via API calls. | ||||
| UPGRADED_STATUS_FLAG | Pre-11i upgrade info. | Not set via API calls. | ||||
| SECURITY_GROUP_ID | Hosting SGID | Not set via API calls. |
The following table describes the validations and defaults for all of the Activity Record Type columns that are performed when calling the IH API to Insert or update an Activity.
This includes the following API Calls:
Create_Interaction
Add_Activity
Update_Activity
The JTF_IH_ACTIVITIES columns not exposed via the API are documented at the end of the table for reference purposes.
These validations apply when importing interactions from the JTF_IH_ACTIVITIES_STG table via the Import.
| Activity Record Value | Table column mapping in JTF_IH_ACTIVITIES and JTF_IH_ACTIVITIES_STG | Description | Req. | Obsolete | Default | Validation/ Notes |
|---|---|---|---|---|---|---|
| activity_id | ACTIVITY_ID | Unique Activity Identifier | Y | Sequence Generated | If passed, the value passed will be used. Value passed should be generated from sequence: jtf_ih_activities_s1. If not passed, an ID is generated in Add_Activity and Create_Interaction calls. | |
| interaction_id | INTERACTION_ID | Unique Interaction Identifier. FK to JTF_IH_INTERACTIONS.INTERACTION_ID | Y | Valid INTERACTION_ID in JTF_IH_INTERACTIONS. | ||
| action_id | ACTION_ID | Identifier of the activity action code that defines the type of work done. Example: "Added", "Updated", etc. FK to JTF_IH_ACTIONS_B. | Y | Valid ACTION_ID in JTF_IH_ACTIONS_B. | ||
| action_item_id | ACTION_ITEM_ID | Identifier of the activity action item code that defines the type of object on to which the work was done. Example: "Order", "Service Request", etc. FK to JTF_IH_ACTION_ITEMS_B. | Y | Valid ACTION_ITEM_ID in JTF_IH_ACTION_ITEMS_B. | ||
| outcome_id | OUTCOME_ID | ID of outcome code assigned to the activity. FK to JTF_IH_OUTCOMES_B. | Y | Valid OUTCOME_ID in JTF_IH_OUTCOMES_B | ||
| result_id | RESULT_ID | ID of the result code assigned to the activity. FK to JTF_IH_RESULTS_B. | Valid RESULT_ID in JTF_IH_RESULTS_B | |||
| reason_id | REASON_ID | ID of the reason code assigned to the activity. FK to JTF_IH_REASONS_B. | Valid REASON_ID in JTF_IH_REASONS_B | |||
| cust_account_id | CUST_ACCOUNT_ID | The account number ID of the customer for which the activity was performed. FK to HZ_CUST_ACCOUNTS | Valid CUST_ACCOUNT_ID in HZ_CUST_ACCOUNTS | |||
| cust_org_id | CUST_ORG_ID | The ORGANIZATION Party_ID of the customer's business. | Not validated in API. Should be a valid Party_id in HZ_PARTIES where PARTY_TYPE = ‘ORGANIZATION' | |||
| media_id | MEDIA_ID | The identifier of the media used to perform the interaction. FK to JTF_IH_MEDIA_ITEMS. | Valid MEDIA_ID in JTF_IH_MEDIA_ITEMS. | |||
| task_id | TASK_ID | The ID of a task related to the activity. | Not validated in API. Should be valid TASK_ID in JTF_TASKS_B. | |||
| source_code_id | SOURCE_CODE_ID | The Marketing Campaign source code identifier. FK to AMS_SOURCE_CODES | Valid SOURCE_CODE_ID in AMS_SOURCE_CODES | |||
| source_code | SOURCE_CODE | The Marketing source code. FK to AMS_SOURCE_CODES | Valid SOURCE_CODE in AMS_SOURCE_CODES | |||
| object_type | OBJECT_TYPE | The type of marketing source code. Campaign, Event, Campaign Schedule, Etc. | Not Validated in the API. Should be a valid ARC_SOURCE_CODE_FOR in AMS_SOURCE_CODES. Marketing SOURCE_TYPE. | |||
| object_id | OBJECT_ID | The ID of the Campaign, Event, Etc. as qualified by OBJECT_TYPE. | Not Validated in the API. Should be a valid SOURCE_CODE_FOR_ID in AMS_SOURCE_CODES. Marketing OBJECT_ID | |||
| doc_ref | DOC_REF | The object code of the type of object related to the activity. Example objects are "Order", Service Request", "Customer". FK to JTF_OBJECTS_B.OBJECT_CODE. | Not Validated in the API. Should be a valid OBJECT_CODE in JTF_OBJECTS_B. | |||
| doc_id | DOC_ID | The unique identifier of the object designated in the doc_ref column. | Not Validated in the API. Should be a valid ID in the table indicated in the JTF_OBJECTS_B.FROM_TABLE column. | |||
| start_date_time | START_DATE_TIME | The date and time the activity started. | SYSDATE | Set to SYSDATE via Add_Activity or Create_Interaction calls. If a value is passed it is used in place of SYSDATE. Must be less then or equal to END_DATE_TIME. | ||
| end_date_time | END_DATE_TIME | The date and time that the activity was completed. | SYSDATE | Set to SYSDATE via Close_Interaction or Create_Interaction calls. If a value is passed it is used in place of SYSDATE. Must be greater then or equal to START_DATE_TIME. | ||
| duration | DURATION | Time in seconds between the START_DATE_TIME and END_DATE_TIME | Calculated | If passed, the value passed will be used, if not it is calculated as: END_DATE_TIME – START_DATE_TIME. | ||
| description | DESCRIPTION | Free form text description of the activity. | ||||
| doc_source_object_name | DOC_SOURCE_OBJECT_NAME | TBD | Need to determine current use/need for this column. | |||
| interaction_action_type | INTERACTION_ACTION_TYPE | TBD | Need to determine current use/need for this column. | |||
| script_trans_id | SCRIPT_TRANS_ID | ID of the Script transaction performed when performing the Interaction. | Not Validated in API. Should be a valid TRANSACTION_ID in IES_TRANSACTIONS. | |||
| role | ROLE | TBD | Need to determine current use/need for this column. | |||
| attribute_category | ATTRIBUTE_CATEGORY | Descriptive Flexfield Structured definition column | ||||
| attribute1 | ATTRIBUTE1 | Descriptive Flexfield Segment | ||||
| attribute2 | ATTRIBUTE2 | Descriptive Flexfield Segment | ||||
| attribute3 | ATTRIBUTE3 | Descriptive Flexfield Segment | ||||
| attribute4 | ATTRIBUTE4 | Descriptive Flexfield Segment | ||||
| attribute5 | ATTRIBUTE5 | Descriptive Flexfield Segment | ||||
| attribute6 | ATTRIBUTE6 | Descriptive Flexfield Segment | ||||
| attribute7 | ATTRIBUTE7 | Descriptive Flexfield Segment | ||||
| attribute8 | ATTRIBUTE8 | Descriptive Flexfield Segment | ||||
| attribute9 | ATTRIBUTE9 | Descriptive Flexfield Segment | ||||
| attribute10 | ATTRIBUTE10 | Descriptive Flexfield Segment | ||||
| attribute11 | ATTRIBUTE11 | Descriptive Flexfield Segment | ||||
| attribute12 | ATTRIBUTE12 | Descriptive Flexfield Segment | ||||
| attribute13 | ATTRIBUTE13 | Descriptive Flexfield Segment | ||||
| attribute14 | ATTRIBUTE14 | Descriptive Flexfield Segment | ||||
| attribute15 | ATTRIBUTE15 | Descriptive Flexfield Segment | ||||
| ACTIVE | Y/N indicator. Y if the interaction is open, N if it is closed. | Y | Y/N | Set to ‘Y' in Add_Activity and to ‘N' in Close_Interaction calls. If Create_Interaction is used, the activity is created as non-active, N. | ||
| CUST_ACCOUNT_PARTY_ID | Y | |||||
| AVT_SCRIPT_ID | Y | |||||
| OBJECT_VERSION_NUMBER | Standard Object Version Field | Y | Set to 1.0 | |||
| P_user_id | CREATED_BY | Standard who column - user who created this row (foreign key to FND_USER.USER_ID) | Populated using valid user id from standard API parameters | |||
| CREATION_DATE | Standard who column - date when this row was created. | SYSDATE | ||||
| P_user_id | LAST_UPDATED_BY | Standard who column - user who last updated this row (foreign key to FND_USER.USER_ID). | Populated using valid user id from standard API parameters | |||
| LAST_UPDATE_DATE | Standard Who column - date when a user last updated this row. | SYSDATE | ||||
| P_login_id | LAST_UPDATE_LOGIN | Standard who column - operating system login of user who last updated this row (foreign key to FND_LOGINS.LOGIN_ID). | Populated using valid login id from standard API parameters | |||
| bulk_writer_code | bulk_writer_code | Internal Use Only | ||||
| bulk_batch_type | bulk_batch_type | Internal Use Only | ||||
| bulk_batch_id | bulk_batch_id | Internal Use Only | ||||
| bulk_interaction_id | bulk_interaction_id | Internal Use Only | ||||
| PROGRAM_APPLICATION_ID | Concurrent Manager Info. | Not set via API calls. | ||||
| PROGRAM_ID | Concurrent Manager Info. | Not set via API calls. | ||||
| PROGRAM_UPDATE_DATE | Concurrent Manager Info. | Not set via API calls. | ||||
| REQUEST_ID | Concurrent Manager Info. | Not set via API calls. | ||||
| PUBLIC_FLAG | Legacy from CS 3i interactions manager schema. | Need to determine current use/need for this column. | ||||
| ORG_ID | Legacy from CS 3i interactions manager schema. | Need to determine current use/need for this column. | ||||
| ORIG_SYSTEM_REFERENCE | Pre-11i upgrade info. | Not set via API calls. | ||||
| ORIG_SYSTEM_REFERENCE_ID | Pre-11i upgrade info. | Not set via API calls. | ||||
| UPG_ORIG_SYSTEM_REF | Pre-11i upgrade info. | Not set via API calls. | ||||
| UPG_ORIG_SYSTEM_REF_ID | Pre-11i upgrade info. | Not set via API calls. | ||||
| UPGRADED_STATUS_FLAG | Pre-11i upgrade info. | Not set via API calls. | ||||
| SECURITY_GROUP_ID | Hosting SGID | Not set via API calls. |
The following table describes the validations and defaults for all of the Media Item Record Type columns that are performed when calling the IH API to Insert or update an Activity. This includes the following API Calls:
Create_MediaItem
Open_MediaItem
Update_MediaItem
Close_MediaItem
The JTF_IH_MEDIA_ITEMS columns not exposed via the API are documented at the end of the table for reference purposes.
These validations apply when importing interactions from the JTF_IH_MEDIA_ITEMS_STG table via the Import.
| Media Item Record Value | Table column mapping in JTF_IH_MEDIA_ITEMS and JTF_IH_MEDIA_ITEMS_STG | Description | Req. | Obsolete | Default | Validation/ Notes |
|---|---|---|---|---|---|---|
| media_id | MEDIA_ID | Unique Media Item identifier | Y | Sequence Generated | If passed, the value passed will be used. Value passed should be generated from sequence: jtf_ih_media_items_s1. If not passed, an ID is generated in Open_MediaIItem and Create_ Media Item calls. | |
| media_item_type | MEDIA_ITEM_TYPE | The class of media item (TELEPHONE, EMAIL, etc.) | Y | Must be a non-null value. Should be a valid LOOKUP_CODE in the FND_LOOKUPS.LOOKUP_TYPE = ‘JTF_MEDIA_TYPE' | ||
| direction | DIRECTION | The direction of the MI relative to the system. INBOUND or OUTBOUND | ‘INBOUND' or ‘OUTBOUND' or Null | |||
| server_group_id | SERVER_GROUP_ID | The Identifier of the Telephony server that processed the telephone type media items. | Not validated in the API. ID of the SERVER_GROUP in CCT. | |||
| start_date_time | START_DATE_TIME | The date and time the Media Item started. | SYSDATE | Set to SYSDATE via Open_MediaItem or Create_MediaItem calls. If a value is passed it is used in place of SYSDATE. Must be less then or equal to END_DATE_TIME. | ||
| end_date_time | END_DATE_TIME | The date and time that the Media Item was completed. | SYSDATE | Set to SYSDATE via Close_ Media Item or Create_ Media Item calls. If a value is passed it is used in place of SYSDATE. Must be greater then or equal to START_DATE_TIME. | ||
| duration | DURATION | Time in seconds between the START_DATE_TIME and END_DATE_TIME | Calculated | If passed, the value passed will be used, if not it is calculated as: END_DATE_TIME – START_DATE_TIME. | ||
| interaction_performed | INTERACTION_PERFORMED | Flag to indicate if the MI was part of an interaction. | ||||
| media_data | MEDIA_DATA | Media specific data based on MEDIA_ITEM_TYPE. Example: EMAIL: First 80 chars. Of the subject. | Email Center places the first 80 characters of the subject on EMAIL here. | |||
| media_item_ref | MEDIA_ITEM_REF | Media specific data based on MEDIA_ITEM_TYPE. Example: EMAIL: Email RFC formatted ID. | ||||
| source_id | SOURCE_ID | Media specific source ID. Example: EMAIL = Email Account ID. | ||||
| source_item_id | SOURCE_ITEM_ID | ID of a related Media Source Item. I.e. the reference to a related object to the media_item. | ||||
| source_item_create_date_time | SOURCE_ITEM_CREATE_DATE_TIME | The date and time the object identified by source_item_id was created. | ||||
| media_abandon_flag | MEDIA_ABANDON_FLAG | For Telephone calls only. Indicates if the call was disconnected by the caller before and agent answered. | ||||
| media_transferred_flag | MEDIA_TRANSFERRED_FLAG | For Telephone calls only. Indicates that the call was transferred. | ||||
| dnis | DNIS | For Inbound Phone Calls only. For Inbound Calls only. The Dialed Number Identification Service (DNIS) Number. The numbered dialed by the caller. | ||||
| ani | ANI | For Inbound Phone Calls only. The Automatic Number Identification (ANI) number. The number the caller called from. Aka. Caller ID. (for the most part) | ||||
| classification | CLASSIFICATION | Caller or Emailer's customer classification. Example: Gold, Silver, etc. | Not validated in the API. Should be a valid CLASSIFICATION_VALUE in CCT_CLASSIFICATION_VALUES for Telephone Calls or a valid NAME value in IEM_ROUTE_CLASSIFICATIONS for e-mails. | |||
| Address | ADDRESS | The origin address for inbound media and the target address for outbound media. For Phone Calls Inbound = Number dialed from (ANI) Outbound = Number dialed (DNIS) For Email Inbound = email address sent from Outbound = email address sent to For Fax Outbound = dialed fax number For Printer Outbound = printer address | ||||
| ACTIVE | Y/N indicator. Y if the media item is open, N if it is closed. | Y | Y/N | Set to ‘Y' in Open_MediaItem and to ‘N' in Close_MediaItem calls. If Create_MediaItem is used, the Media Item is created as non-active, N. | ||
| OBJECT_VERSION_NUMBER | Standard Object Version Field | Y | Set to 1.0 | |||
| P_user_id | CREATED_BY | Standard who column. The user who created this row (foreign key to FND_USER.USER_ID) | Populated using valid user id from standard API parameters | |||
| CREATION_DATE | Standard who column - date when this row was created. | SYSDATE | ||||
| P_user_id | LAST_UPDATED_BY | Standard who column - user who last updated this row (foreign key to FND_USER.USER_ID). | Populated using valid user id from standard API parameters | |||
| LAST_UPDATE_DATE | Standard Who column - date when a user last updated this row. | SYSDATE | ||||
| P_login_id | LAST_UPDATE_LOGIN | Standard who column - operating system login of user who last updated this row (foreign key to FND_LOGINS.LOGIN_ID). | Populated using valid login id from standard API parameters | |||
| bulk_writer_code | bulk_writer_code | Internal Use Only | ||||
| bulk_batch_type | bulk_batch_type | Internal Use Only | ||||
| bulk_batch_id | bulk_batch_id | Internal Use Only | ||||
| bulk_interaction_id | bulk_interaction_id | Internal Use Only | ||||
| SECURITY_GROUP_ID | Hosting SGID | Not set via API calls. |
The following table describes the validations and defaults for all of the Media Item Record Type columns that are performed when calling the IH API to Insert or update an Activity. This includes the following API Calls:
Create_MediaLifeCycle
Add_MediaLifecycle
Update_MediaLifecyle
Close_MediaItem
The JTF_IH_MEDIA_ITEM_LC_SEGS columns not exposed by way of the API are documented at the end of the table for reference purposes.
| Media Item LC Seg Record Value | Table column mapping in JTF_IH_MEDIA_ITEM_LC_SEGS | Description | Req. | Obsolete | Default | Validation/Notes |
|---|---|---|---|---|---|---|
| milcs_id | MILCS_ID | Unique Media Item lifecycle segment identifier | Y | Sequence Generated | If passed, the value passed will be used. Value passed should be generated from sequence: jtf_ih_media_items_s1. If not passed, an ID is generated in Add_MediaLifecycle and Create_MediaLifecycle calls. | |
| media_id | MEDIA_ID | The media item id of the media item to which the media lifecycle segment is related FK to JTF_IH_MEDIA_ITEMS | Y | Valid MEDIA_ID in JTF_IH_MEDIA_ITEMS | ||
| milcs_type_id | MILCS_TYPE_ID | The type of lifecycle segment. Example: "WITH_AGENT", "IVR" FK to JTF_IH_MEDIA_ITEM_LC_SEG_TYS | Y | Valid MILCS_TYPE_ID in JTF_IH_MEDIA_ITM_LC_SEG_TYS. This value is required directly or via the milcs_code value. See below. | ||
| start_date_time | START_DATE_TIME | The date and time the Media Item Life Cycle Segment started. | SYSDATE | Set to SYSDATE via Add_MediaLifecycle or Create_MediaLifecycle calls. If a value is passed it is used in place of SYSDATE. Must be less then or equal to END_DATE_TIME. | ||
| end_date_time | END_DATE_TIME | The date and time that the Media Item Life Cycle Segment was completed. | SYSDATE | Set to SYSDATE via Add_MediaLifecycle and Create_MediaLifecycle calls. If a value is passed it is used in place of SYSDATE. Must be greater then or equal to START_DATE_TIME. | ||
| duration | DURATION | Time in seconds between the START_DATE_TIME and END_DATE_TIME | Calculated | If passed, the value passed will be used, if not it is calculated as: END_DATE_TIME – START_DATE_TIME. | ||
| type_type | TYPE_TYPE | Identifies the system or application responsible for handling the Lifecycle segment. | ||||
| type_id | TYPE_ID | Identifies the object in the system or application responsible for handling the Lifecycle segment. | ||||
| handler_id | HANDLER_ID | The application id of the application that logged the media lifecycle segment FK to FND_APPLICATION. | ||||
| resource_id | RESOURCE_ID | ID of the JTF Resource ( agent/user) related to the media lifecycle. Used with the WITH_AGENT. FK to JTF_RS_RESOURCE_EXTN. | Valid RESOURCE_ID in JTF_RS_RESOURCE_EXTN | |||
| milcs_code | MILCS_TYPE_ID * | Media Item Lifecycle segment code. | Valid MILCS_CODE in JTF_IH_MEDIA_ITM_LC_SEG_TYS. Media Item Lifecycle segment code, translates to the Media Items Lifecycle segment ID value via a lookup and the ID is recorded on the JTF_IH_MEDIA_ITEM_LC_SEGS record | |||
| ACTIVE | Y/N indicator. Y if the interaction is open, N if it is closed. | Y | Y/N | Set to ‘Y' in Add_MediaLifecycle and to ‘N' in Close_MediaItem calls. If Create_MediaLifecycle is used, the Media Item is created as non-active, N. | ||
| OBJECT_VERSION_NUMBER | Standard Object Version Field | Y | Set to 1.0 | |||
| P_user_id | CREATED_BY | Standard who column - user who created this row (foreign key to FND_USER.USER_ID) | Populated using valid user id from standard API parameters | |||
| CREATION_DATE | Standard who column - date when this row was created. | SYSDATE | ||||
| P_user_id | LAST_UPDATED_BY | Standard who column - user who last updated this row (foreign key to FND_USER.USER_ID). | Populated using valid user id from standard API parameters | |||
| LAST_UPDATE_DATE | Standard Who column - date when a user last updated this row. | SYSDATE | ||||
| P_login_id | LAST_UPDATE_LOGIN | Standard who column - operating system login of user who last updated this row (foreign key to FND_LOGINS.LOGIN_ID). | Populated using valid login id from standard API parameters | |||
| bulk_writer_code | bulk_writer_code | Internal Use Only | ||||
| bulk_batch_type | bulk_batch_type | Internal Use Only | ||||
| bulk_batch_id | bulk_batch_id | Internal Use Only | ||||
| bulk_interaction_id | bulk_interaction_id | Internal Use Only | ||||
| SECURITY_GROUP_ID | Hosting SGID | Not set via API calls. |