This chapter covers the following topics:
Use the following procedure to define an administrator for an Oracle interaction center.
Self-Service Login URL
System Administrator
Review Oracle Applications System Administrator's Documentation Set.
Steps
In the Navigator window, on the Functions tab, choose Security > User > Define.
The Users window appears.
In the User Name field, enter the name of the user. Use the following guidelines to define Oracle Applications usernames:
Use only one word.
Use only alphanumeric characters ('A' through'Z', and '0' through'9') and underscore.
Use only the set of characters that your operating system supports for filenames.
In the Password field, enter the password for the user account. Use the following guidelines to define Oracle Applications passwords:
Use at least five characters and no more than 100 characters.
Use only alphanumeric characters ('A' through 'Z', and '0' through '9') and underscore.
Press Tab.
The cursor remains in the Password field. The password is temporary. When the user signs on to Oracle Applications for the first time, the message “Your password has expired” appears and the user is prompted to set a new password.
Enter the password again to verify it, and then press Tab.
The cursor moves to the Password Expiration option None.
Optionally, enter the number of days or accesses to limit the validity of the password, and press Tab.
The cursor jumps to the Person field.
Click the field search.
The Person Names window opens.
In the Find field, enter the first or last name of the employee who will have the user name entered in Step 2.
Click Find.
The Person Names window displays a list of names that match the search criteria.
Select the appropriate name and click OK.
The Person field is populated with the name, and the Person Names window closes. The cursor jumps to Customer field.
Move the cursor to the Effective Dates group.
In the From and To fields, enter a range of dates for the User Name to be effective.
In the Responsibilities field, click the drop-down list.
The Responsibilities search window appears.
In the Find field, enter one of the following responsibilities and click Find.
Select the appropriate responsibility and then click OK.
You return to the Users window.
Repeat steps 14 and 15 for each of the following responsibilities.
Note: Assign administrative responsibilities to trusted users only. The Call Center HTML Administration responsibility is required to implement and administer Oracle Interaction Center for use at an enterprise. This responsibility gives administrators the ability to modify routing and classification rules. Dynamic routes with PL/SQL code and dynamic groups with SQL code can access sensitive database tables. The resulting information, if misused, can introduce liability issues for the enterprise. For these reasons, Oracle strongly recommends that only trusted users be provided with the Call Center HTML Administration responsibility.
| Responsibility | Function | Type |
|---|---|---|
| System Administrator | Create user accounts. | Self-Service |
| HRMS Manager, for example US HRMS Manager (if Oracle Human Resource Management System is installed) | Create an employee. | Self-Service |
| CRM Resource Manager | Create a CRM resource. | Self-Service |
| Call Center HTML Administration | Administer an interaction center. | HTML |
After you save the user record, you cannot delete an assigned responsibility. Oracle Applications maintains audit data for assigned responsibilities.
To deactivate an assigned responsibility, set the effective end date (in the Effective Dates - To field) of the assigned responsibility to the current date. To activate an assigned responsibility, clear or reset the effective end date.
From the File menu, choose Save.
You may close the Users window.
Do the steps in the following table to implement an Oracle Interaction Center Server Manager node. The Number column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility required to complete the step.
If you have defined an administrator for Oracle Interaction Center servers, then that user has all of the responsibilities necessary to implement an Oracle Interaction Center Server Manager node.
Note: Oracle does not support Oracle Interaction Center Server Manager (ICSM) and Interaction Center servers running in a cluster environment. Each ICSM node must be on a unique computer server.
Perform the steps in the following table to implement a single-site interaction center. The Number column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility required to complete the step.
If you have defined an administrator for an Oracle interaction center, then that user has all of the responsibilities necessary to implement a multi-site interaction center. See Defining an Administrator for Oracle Interaction Center Server Manager.
Perform the steps in the following table to implement a multi-site interaction center. The Number column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility required to complete the step.
If you have defined an administrator for an Oracle interaction center, then that user has all of the responsibilities necessary to implement a multi-site interaction center. See Defining an Administrator for Interaction Center Server Manager.