Oracle Customer Interaction History Implementation Guide

Contents

Title and Copyright Information

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Preface

Introduction

Overview of Oracle Customer Interaction History

Dependencies and Integration Points

Mandatory Dependencies

Accessing Oracle Customer Interaction History

Implementation Tasks

Implementation Task Sequence

Defining an Administrator

Administration Tasks

Outcome

Creating an Outcome

Updating an Outcome

Removing an Outcome

List of Results

Creating a Result

Updating a Result

Removing a Result

List of Reasons

Creating a Reason

Updating a Reason

Removing a Reason

Activity Type

Creating an Activity Type

Updating an Activity Type

Removing an Activity Type

List of Actions

Creating an Action

Updating an Action

Removing an Action

Wrap Up

Creating a Wrap Up

Updating a Wrap Up

Removing a Wrap Up

Action-Activity Type

Creating an Action-Activity Type Pair

Updating an Action-Activity Type Pair

Removing an Action-Activity Type Pair

Using Oracle Customer Interaction History

Interactions

Viewing Interactions (HTML)

Searching for Interactions (HTML)

Viewing Interactions (Self Service)

Filtering Interactions (Self Service)

Viewing Interactions (Forms)

Filtering Interactions and Activities (Forms)

Activities

Viewing Activities (HTML)

Searching for Activities (HTML)

Data Migration

Understanding Data Migration

Using Interaction History Migration

Outcome-Result Administration

      Creating an Outcome-Result Pair

      Removing an Outcome-Result Pair

Result-Reason Administration

Creating a Result-Reason Pair

Removing a Result-Reason Pair

Concurrent Programs

Interaction History Bulk Processor

      Scheduling the Interaction History Bulk Processor Concurrent Program

      Using the Error Viewer

Interaction History Import

      Validating Data

      Loading the Data into Staging Tables

      Scheduling the Interaction History Data Import Concurrent Program

      Deleting the Staging Table Rows

Interaction History Purge

API Reference

Types of APIs

Parameter Specifications

      Standard IN Parameters

      Standard OUT Parameters

      Parameter Size

      Missing Parameter Attributes

      Parameter Validations

      Invalid Parameters

Version Information

Status Messages

APIs

Customer Interaction

      Media Item

      Media Life Cycle

      Activity

      Interaction

      Relating Customer Interaction Information

Package JTF_IH_PUB

      Data Structure Specifications

Non-cached Creation APIs

      Overview

      Process Flow

      Create_MediaItem

      Create_MediaLifecycle

      Create_Interaction

Cached Creation APIs

      Overview

      Process Flows

      Open_MediaItem

      Update_MediaItem

      Add_MediaLifecycle

      Update_MediaLifecycle

      Close_MediaItem

      Open_Interaction

      Update_Interaction

      Create_Interaction_Activity

      Update_Interaction_Activity

      Update_ActivityDuration

      Close_Interaction

Counting APIs

      Overview

      Get_InteractionCount

Messages and Notifications

      JTF_IH_PUB

Sample Code

      Non-cached Creation APIs

      Cached Creation APIs

      Counting APIs

Data Validations

Interaction Validations and Defaults

Activity Validations and Defaults

Media Item Validations and Defaults

Media Item Life-cycle Segment Validations and Defaults