This chapter covers the following topics:
Mandatory dependencies are applications or components which must be implemented prior to implementing Oracle Universal Work Queue, and are required in order for Oracle Universal Work Queue to function. Oracle Universal Work Queue has no mandatory implementation dependencies.
You can use Oracle Universal Work Queue as a standalone application work access tool (for Oracle Applications users to access tasks or escalations, for example). This requires no operational dependencies other than Oracle Applications and the relative Foundation components.
Oracle Universal Work Queue is typically used as an application work provider (for business applications such as Oracle TeleSales, Oracle TeleService, or Oracle Advanced Collections), or a media work provider (for applications such as Oracle Advanced Inbound Telephony, Oracle Advanced Outbound Telephony , Oracle eMail Center or Oracle Web Collaboration), or both. From an operational perspective, applications used with Oracle Universal Work Queue can be considered dependencies.
Conditional dependencies provide desired functionality to Oracle Universal Work Queue but are not required for Oracle Universal Work Queue to function.
With this release, Oracle Universal Work Queue requires at minimum, Oracle Applications 12.0 that has been installed from any Oracle Applications 12.0 Rapid Install or Platinum and upgraded to this release.
Sites that only use Oracle Universal Work Queue as a work presentation tool for application work implement Oracle Universal Work Queue as part of Foundation. It is included in the Foundation installation; only the appropriate work nodes need to be configured using profile options.
Oracle Universal Work Queue is part of Oracle Advanced Inbound Telephony and licensed with Interaction Center applications sites that implement media (Oracle Advanced Inbound Telephony, Oracle Advanced Outbound Telephony, Oracle eMail Center) must license Oracle Advanced Inbound Telephony and implement the Oracle Universal Work Queue server – an Oracle Advanced Inbound Telephony component.
All implementations of Oracle Universal Work Queue require full license installation. Do not install Oracle Universal Work Queue with the "Shared" option. Shared mode, which sets the Install flag at "S" (Shared), is only used when an unlicensed application provides a key component to a licensed application. For Oracle Universal Work Queue to function appropriately, set the Install flag to "I" (fully Installed).
Universal Work Queue shares the same requirements for hardware as indicated by Oracle Applications release 12.0. There are no Oracle Universal Work Queue specific hardware requirements.
Complete the installation and implementation steps as outlined in the following documents:
Oracle Applications Installation Guide: Using Rapid Install
Oracle Applications System Administrator's Documentation Set
Create users and assign the appropriate responsibilities for Oracle Universal Work Queue
Note: This guide assumes that, at a minimum, you have performed the installation of Oracle Applications (database, technology stack, and Oracle Application files), JInitiator, CRM Foundation Resource Manager, and optionally, Oracle Human Resource Management.
You install Oracle Universal Work Queue by performing the Oracle Applications Rapid Install process.
The Rapid Install is intended for customers who are installing Oracle Applications for the first time or upgrading to Release 12.
The Rapid Install is provided on CD-ROMs and is available from Oracle Store at http://oraclestore.oracle.com. For information about installing Oracle Applications using Rapid Install, see Oracle Applications Installation Guide: Using Rapid Install. For information about upgrading Oracle Applications using Rapid Install, see Oracle Applications Upgrade Guide: Release 11i to Release 12.
Access both HTML and Forms environments to administer Oracle Universal Work Queue. Certain tasks, such as classifying media actions, are accomplished from the Oracle Interaction Center page using the Call Center HTML Administration responsibility. Other tasks, which include the set up of profile options and running concurrent programs, are achieved from the Functions tab in the Navigator window, a forms-based interface.
The following table describes the areas that you need to access to administer Oracle Universal Work Queue.
| Area | Function | Type |
|---|---|---|
| UWQ Media Tab | Classify media actions for screen pops. | HTML |
| Work Actions Tab | Administer work actions for work providers. | HTML |
| Work Provider Tab | Create and administer work providers. | HTML |
| Functions Tab | Run concurrent programs. | Forms |
| Functions Tab | Administer Oracle Universal Work Queue lookups. | Forms |
| Functions Tab | Administer profile options. | Forms |
| Functions Tab | Manage users. | Forms |
| Functions Tab | Manage resources. | Forms |
The Oracle Universal Work Queue desktop interface is a forms-based interface and is accessible from the following Oracle Applications:
Oracle TeleSales
Oracle TeleService
Oracle Customer Care