Profile Options

This appendix covers the following topics:

Profile Values
Setting System Profile Options
Obsolete or Reserved Profile Options
Profile Options by Category
Media Profile Options
Application Profile Options

Profile Values

When an Oracle Applications user performs a login or changes responsibility, Oracle Applications establishes a value for each option in a user's profile.

The profile option description includes the following information:

Required: Indicates whether the profile option must be set.
Profile Levels: There are two levels for which profile options can be set, personal and system.
- Personal Profile Levels: Indicates whether a user can view or update the profile option. Oracle Applications users with the Preferences responsibility may use the Personal Profile Values window to set their own personal profile options at the user level. Not all profile options are visible to users and some profile options, while visible, may not be updated by users.
- System Profile Levels: Indicates the levels at which a particular profile option can be set. System administrators can set profile options at the site, application, responsibility, and user levels. Not all profile options have settings at all levels.
Profile Settings: Lists available values, a description of each value, and any usage considerations.
Default Value: Indicates the default profile option value if no value has been set. Depending on the how the profile option is used in the application, the default may be a predefined value or it may be determined dynamically at runtime.

Setting System Profile Options

The procedure for setting up and changing system profile options is the same for all Oracle Applications. For a detailed description of the procedures, refer to the Oracle Application System Administrator's Guide.

Use this procedure to set or change profile options.

Login

Oracle Forms Applications

Responsibility

System Administrator

Prerequisites

Review Oracle Applications Systems Administrator's Guide.

Steps

In the Navigator window, on the Functions tab, choose Profile > System.

The Find System Profile Values window appears.

Select the level or levels for which you want to set the profile option. The levels available are as follows:

Level	Description
Site	This level allows you to view or set profile options for all users.
Application	This level allows you to choose the application for which you will set the profile option. Select the application from the list.
Responsibility	This level allows you to choose the responsibility for which you will set the profile option. Select the application from the list.
User	This level allows you to select the user for which you will set the profile option. Select the application from the list.

In the Profile field, enter the profile name (e.g., IEU: Queue: Service Requests), or perform a lookup by entering the application prefix along with the percent symbol. For example, to locate all Universal Work Queue profiles, you would enter "IEU%".
Click Find.

The profiles are displayed in the System Profile Values window.
Select a value from the list.

A profile option may be set at more than one level. When this is performed, the value entered at the Site level has the lowest priority. The value entered at the Site level is superseded by any value entered at the Application level value and the value entered at the Application level is superseded by an value entered at the Responsibility level. The value entered at the User level has the highest priority and overrides values entered at any other level.
Verify or set the profile option at the levels you have selected.
Click Save.

Obsolete or Reserved Profile Options

The following Oracle Universal Work Queue profile options are either reserved for future use or are obsolete. Unless otherwise directed by Oracle, the value for reserved or obsolete profile options should be set to No or null.

Profile Option	Status	Description
IEU: Desktop: Network: Proxy Port	Obsolete	This profile option was previously used to specify the proxy port.
IEU: Desktop: Network: Proxy Server	Obsolete	This profile option was previously used to specify the proxy server.
IEU: Desktop: Network: Use Proxy	Obsolete	This profile option was previously used to specify the use of proxy settings..
IEU: Desktop: UI: Show Filter Panel	Obsolete	This profile option was previously used to control the display of the filter panel.
IEU: Desktop: UI: Show Tasks Detail Panel	Obsolete	This profile option was previously used to control the display of the tasks detail panel.
IEU: Media: Email	Obsolete	This profile option was previously used to force the eMail Center desktop to launch upon login to Oracle Universal Work Queue -- even when the Inbound Email node was not enabled. Email client cannot be launched from Oracle Universal Work Queue
IEU: Media: Telephony	Obsolete	This profile option was previously used to force the softphone to launch upon login to Oracle Universal Work Queue -- even when Advanced Outbound Telephony node was not enabled. Softphone automatically activated if use is enable for telephony.
IEU: Queue Order: Tasks	Obsolete	This profile option was previously used to display tasks owned by or assigned to the agent, or to a team or group to which the agent belongs in the Oracle Universal Work Queue window.
IEU: Queue: Tasks	Obsolete	This profile option was previously used to display tasks owned by or assigned to the agent, or to a team or group to which the agent belongs in the Oracle Universal Work Queue window.
IEU: Queue Order: My Work	Obsolete	The My Work node and all its profile options are obsolete. The IEU: Queue Order: Work List profile option replaced this option. With this release, it too is obsolete.
IEU: Queue Order: Work List	Obsolete	This profile option was used previously to display the agent worklist. This introduction of the work distribution and delivery framework with this release replaces this profile option. New profile options have been added that control work distribution, delivery and access.
IEU: Queue: Work List	Obsolete	This profile option was used previously to display the agent worklist. This introduction of the work distribution and delivery framework with this release replaces this profile option. New profile options have been added that control work distribution, delivery and access.
IEU: Queue Order: Advanced Outbound		This profile option is actually for pre-11.5.6 Campaign Plus and Predictive sites and remains in Oracle Applications for compatibility with earlier releases of Oracle Advanced Outbound. Use this profile option to determine the order of the Advanced Outbound Telephony node in the Universal Work Queue window. Outbound telephony work is created when Oracle Advanced Outbound (Oracle Campaign Plus and Predictive) assigns an outbound call to an agent.
IEU: Queue: Advanced Outbound		This profile option is actually for pre-11.5.6 Campaign Plus and Predictive sites and remains in Oracle Applications for compatibility with earlier releases of Oracle Advanced Outbound. Use this profile option to enable the Advanced Outbound Telephony node in the Universal Work Queue window. Outbound telephony work is created when Oracle Advanced Outbound (Oracle Campaign Plus and Predictive) assigns an outbound call to an agent.

Profile Options by Category

This section of the document features detailed profile option information. Profile options are grouped by category.

Media Profile Options

Media profile options fall into the following categories.

Blending Profile Options

The following Blending profile options are used set Blending mode (or style) and timeout (in seconds).

IEU: Blending Style

Use this profile option to enable the blending of media work. When an agent requests work from the Blended node, Universal Work Queue will deliver any of the media type for which an agent is enabled (e.g., inbound, web callbacks, or outbound), based on the service levels for the interaction center.

Note: Only simple blending is used for Oracle Advanced Inbound configurations in either passive or enhanced passive modes.

Oracle Interaction Blending is required. For information, see Oracle Interaction Blending Implementation Guide.

Required

Personal Profile Levels

Update	View
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
Full Forced Blended	Full pertains to service level for inbound and outbound. Forced pertains to Blending only. Only the blending media node displays; users cannot access individual media providers.
Full Optional Blended	Full pertains to service level for inbound and outbound. Optional pertains to agent choice. Agents may access media through blending or through individual media nodes
Not Blended	Media work blending is not enabled. A single blending node appears.
Simple Forced Blended	Simple Forced Blended pertains to passive mode and inbound preferred (high priority with service level outbound). Force pertains to Blending only. Only the blending media node displays; users cannot access individual media providers.
Simple Optional Blended	Simple Optional Blended pertains to high priority inbound in passive mode or service level in outbound. Optional pertains to agent choice. Agents may access media through blending or through individual media nodes.

Default Value

Not Blended

IEU: Blending Timeout

In simple blending mode, blending occurs by first looking for an inbound record and then, if not found for an outbound record. The integer that is set in this profile determines the duration of time to look for inbound and outbound records.

Use this Oracle Universal Work Queue profile to set the timeout value for simple blending.

Oracle Interaction Blending is required. For information, see Oracle Interaction Blending Implementation Guide.

Required

Personal Profile Levels

Update	View
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Enter a value in seconds to indicate the blending timeout threshold. For example, 60 to represent 60 seconds.

Default Value

Diagnostic Profile Options

The following Diagnostic profile option is used to allow agents to view connectivity diagnostics including available services and critical events.

IEU: Controller: UI: Enable Event Viewer

Use this profile option to allow viewing of connectivity diagnostics.

Required

Personal Profile Levels

Update	View
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	No	Yes	Yes

Profile Settings

Setting	Description
No	The Event View tab is not enabled in the icWork Controller.
Yes	The Event View tab is enabled in the icWork Controller.

Default Value

Email Profile Options

The following profile option is used to enable the Inbound Email node and indicate the placement of the node in the work selector.

IEU: Queue: Inbound Email

Use this profile to enable or disable the Inbound Email node in the Universal Work Queue window. Inbound e-mail is created when e-mail is sent to the user's e-mail account.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Inbound Email node is not displayed in the Universal Work Queue window.
Yes	The Inbound Email node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Inbound Email node.

Default Value

Null

IEU: Queue Order: Inbound Email

Use this profile option to indicate the placement of the Inbound Email node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

Telephony Profile Options

The following profile options is used to establish screen pop handling, assign a phone extension for an agent, enable media nodes and indicate node placement in the work selector in Universal Work Queue.

For each node profile option, there is a corresponding node order option. For example, IEU: Queue: Advanced Outbound Telephony and IEU: Queue Order: Advanced Outbound Telephony. The node order profile option is used to indicate the placement of the node in the work selector.

IEU: Desktop: Telephony: Direct Call Handling

This profile option is used to configure the handling of inbound, direct calls.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
Pop on Answer	When the Screen Pop on Answer option is in use, a screen pop will only occur if the agent answers the inbound call. This allows agents to view the call information in the softphone before answering the call. An unanswered call receives the default PBX treatment for the agent's extension (e.g., rollover to voice mail or rerouted for special handling).
Pop on Call Arrival	The Screen Pop on Ring option represents the current functionality in which a screen pop occurs, regardless of interaction state.
Pop on End Interaction and Answer	The Screen Pop on end Interaction after Answer option delays the screen pop until the agent is able to complete the current interaction before handling the direct inbound call. As with the Screen Pop on Answer option, the agent has the option of viewing the call information and only receiving the screen pop if the call is answered.

Default Value

Pop on Call Arrival

IEU: Queue: Advanced Outbound Telephony

Use this profile to enable or disable the Advanced Outbound Telephony node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Advanced Outbound Telephony node is not displayed in the Universal Work Queue window.
Yes	The Advanced Outbound Telephony node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Advanced Outbound Telephony node.

Default Value

Null

IEU: Queue Order: Advanced Outbound Telephony

Use this profile to enable or disable the Advanced Outbound Telephony node in the work selector.

Use this profile option to indicate the placement of the Advanced Outbound Telephony node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Enter a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Basic Telephony

Use this profile to enable or disable the Basic Telephony node in the Universal Work Queue window.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Basic Telephony node is not displayed in the Universal Work Queue window.
Yes	The Basic Telephony node is displayed in the Universal Work Queue window.

Default Value

Null

IEU: Queue Order: Basic Telephony

Use this profile option to indicate the placement of the Basic Telephony node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Select a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Basic Web Callback

Use this profile to enable or disable the Basic Web Callback node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Basic Web Callback node is not displayed in the Universal Work Queue window.
Yes	The Basic Web Callback node is displayed in the Universal Work Queue window.

Default Value

Null

IEU: Queue Order: Basic Web Callback

Use this profile option to indicate the placement of the Basic Web Callback node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Inbound Telephony

Use this profile to enable users to access inbound queued calls from Oracle Advanced Inbound.

Required

Personal Profile Levels

Update	View
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No if users are not configured for inbound queued calls from Oracle Advanced Inbound.
Yes	Set to Yes to enable users to access inbound queued calls from Oracle Advanced Inbound.

Default Value

Null

IEU: Queue Order: Inbound Telephony

Use this profile option to indicate the placement of the Inbound Telephony node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Web Callback

Use this profile option to enable or disable the Web Callback node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No to disable the Web Callback node.
Yes	Set to Yes to enable the Web Callback node.

Default Value

Null

IEU: Queue Order: Web Callback

Use this profile option to indicate the placement of the Web Callback node in the list of nodes on the Universal Work Queue window.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

Phone Extension Profile Options

The following Profile Extension profile option is used for media work.

IEU: Optional: Phone Extension

Use this profile option to specify the teleset number for the agent. If a value is defined at the user level, when a telephony-enabled agent logs in to Oracle Universal Work Queue, the value is passed to Oracle Telephony Manager and disables the Phone Extension window from appearing. If the value is not set, the Phone Extension window will appear and the agent will need to enter the teleset number.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
No	No	No	Yes

Profile Settings

The extension of the teleset for the agent.

Default Value

Null

Application Profile Options

Application profile options fall into the following categories.

Agent Work Place Profile Options

The following profile options is used to enable the display of subnodes, show progress bar, enable quick filters, determine work selector style, enable Enterprise Task nodes for groups and teams, and to determine where a new application work item is opened within existing the existing application for or to open a new form.

IEU: Desktop: UI: Refresh Style
IEU: Desktop: UI: Show All Nodes
IEU: Desktop: UI: Work-Selector Display Style
IEU: Enterprise Tasks: Resource Types
IEU: Non-Media: Navigate
IEU: Desktop: UI: Show Progress Bar
IEU: Desktop: UI: Show Quick Filter Panel

IEU: Desktop: UI: Refresh Style

Use this profile option to control the automatic updating of counts in the work selector in Universal Work Queue.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
Automatic	Work item counts are refreshed: after the Oracle Universal Work Queue window opens after each delivery of a media work item Automatic refresh may affect the performance of the Universal Work Queue server. After delivery of the work item, the Universal Work Queue window can not be used until the count is updated.
Login Only	Work item counts are refreshed after the Oracle Universal Work Queue window opens. Thereafter, you must manually refresh the work item counts.
Manual	Work item counts are not refreshed after the Oracle Universal Work Queue window opens. You must manually refresh the work item counts.

Default Value

IEU: Desktop: UI: Show All Nodes

Use this profile to enable or disable all nodes in the Universal Work Queue window, including nodes that do not contain work items.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Subnodes with a zero count are not displayed.
Yes	Subnodes with a zero count are displayed.

Default Value

IEU: Desktop: UI: Work-Selector Display Style

Use this profile option to determine the display style for the presentation of work items.

Note: Agents can toggle between display styles through the use of the "Switch Display to Cascade" or conversely the "Switch Display to Hgrid" option on the toolbar in Oracle Universal Work Queue.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
Hgrid	Tree Selector panel
Cascade	Cascading (drop-down menu above Summary Table) work selector

Default Value

Hgrid

IEU: Enterprise Tasks: Resource Types

Use this profile option to enable groups and teams for Enterprise Task nodes.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
Show Groups and Teams	Shows groups and teams assigned or who own subnodes.
No Groups and Teams	Will show neither group or team assigned or owned subnodes.
Show Groups Only	Will only show group assigned or group owned subnodes. Will not show team subnodes.
Show Teams Only	Will only show team assigned or team owned subnodes. Will not show group subnodes.

Default Value

Show Groups Only

IEU: Non-Media: Navigate

Use this profile option to determine whether new application work item should open in an existing or new application form.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No to not limit extra windows.
Yes	Set to Yes to limit extra windows.

Default Value

Null

IEU: Desktop: UI: Show Progress Bar

Use this profile option to indicate that the progress bar will display during start up to provide viewing of connectivity to media providers.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No to display the progress bar at start up.
Yes	Set to Yes to display the progress bar at start up.

Default Value

IEU: Desktop: UI: Show Quick Filter Panel

Use this profile option to enable quick filters when present for a node.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No to disable the quick filter panel.
Yes	Set to Yes to enable the quick filter panel.

Default Value

Null

Collections Profile Options

Oracle Universal Work Queue displays assigned work items in any node for which the agent is enabled, even if the agent's current responsibility does not permit access to the Oracle Application associated with the work item. The agent can view a summary of the work item, but cannot launch the related business application. If the agent has another responsibility that permits access to the work item, then the agent must end the session and switch responsibilities.

For each node profile option, there is a corresponding node order option. For example, IEU: Queue: Account View Delinquencies and IEU: Queue Order: Account View Delinquencies. The node order profile option is used to indicate the placement of the node in the work selector.

IEU: Queue: Account View Delinquencies and IEU: Queue Order: Account View Delinquencies
IEU: Queue: Account View Promises and IEU: Queue Order: Account View Promises
IEU: Queue: Account View Strategies and IEU: Queue Order: Account View Strategies
IEU: Queue: Customer View Delinquencies and IEU: Queue Order: Customer View Delinquencies
IEU: Queue: Customer View Promises and IEU: Queue Order: Customer View Promises
IEU: Queue: Customer View Strategies and IEU: Queue Order: Customer View Strategies
IEU: Queue: Delinquencies and IEU: Queue Order: Delinquencies
IEU: Queue: Promises and IEU: Queue Order: Promises
IEU: Queue: Strategies and IEU: Queue Order: Strategies

IEU: Queue: Account View Delinquencies

Use this profile option to enable the Account View Delinquencies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Account View Delinquencies node is not displayed in the Universal Work Queue window.
Yes	The Account View Delinquencies node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Account View Delinquencies node.

Default Value

Null

IEU: Queue Order: Account View Delinquencies

Use this profile option to indicate the placement of the Account View Delinquencies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Account View Promises

Use this profile to enable or disable the Account View Promises node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Account View Promises node is not displayed in the Universal Work Queue window.
Yes	The Account View Promises node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Account View Promises node.

Default Value

Null

IEU: Queue Order: Account View Promises

Use this profile option to indicate the placement of the Account View Promises node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Account View Strategies

Use this profile to enable or disable the Account View Strategies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Account View Strategies node is not displayed in the work selector in Universal Work Queue.
Yes	The Account View Strategies node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Account View Strategies node.

Default Value

Null

IEU: Queue Order: Account View Strategies

Use this profile option to indicate the placement of the Account View Strategies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Customer View Delinquencies

Use this profile to enable or disable the Customer View Delinquencies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Customer View Delinquencies node is not displayed in the Universal Work Queue window.
Yes	The Customer View Delinquencies node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Customer View Delinquencies node.

Default Value

Null

IEU: Queue Order: Customer View Delinquencies

Use this profile option to indicate the placement of the Customer View Delinquencies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Customer View Promises

Use this profile to enable or disable the Customer View Promises node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Customer View Promises node is not displayed in the Universal Work Queue window.
Yes	The Customer View Promises node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Customer View Promises node.

Default Value

Null

IEU: Queue Order: Customer View Promises

Use this profile option to indicate the placement of the Customer View Promises node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Customer View Strategies

Use this profile to enable or disable the Customer View Strategies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Customer View Strategies node is not displayed in the Universal Work Queue window.
Yes	The Customer View Strategies node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Customer View Strategies node.

Default Value

Null

IEU: Queue Order: Customer View Strategies

Use this profile option to indicate the placement of the Customer View Strategies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Delinquencies

Use this profile option to enable the Delinquencies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Delinquencies node is not displayed in the Universal Work Queue window.
Yes	The Delinquencies node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Delinquencies node.

Default Value

Null

IEU: Queue Order: Delinquencies

Use this profile option to indicate the placement of the Delinquencies node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Promises

Use this profile to enable or disable the Promises node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Promises node is not displayed in the Universal Work Queue window.
Yes	The Promises node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Promises node.

Default Value

Null

IEU: Queue Order: Promises

Use this profile option to indicate the placement of the My Broken Promises node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Strategies

Use this profile to enable or disable the Strategies node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Strategies node is not displayed in the Universal Work Queue window.
Yes	The Strategies node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Strategies node.

Default Value

Null

IEU: Queue Order: Strategies

Use this profile option to indicate the placement of the Strategies node in the work selector

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

Diagnostic Profile Options

The following profile option is used to set trace levels for user sessions.

IEU: Desktop: Trace Level

IEU: Desktop: Trace Level

Use this profile option to indicate whether Universal Work Queue server logs are displayed in the Oracle JInitiator Java console.

As the detail reported to the log increases, the performance of Universal Work Queue server slows. The most detailed output is typically used for comprehensive troubleshooting.

Required

Personal Profile Levels

View	Update
Yes	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
None	Tracing is not enabled.
Informational	Tracing is enabled. Events are reported in the Oracle JInitiator Java console.
Warning	Tracing is enabled. Warnings are reported in the Oracle JInitiator Java console.
Error	Tracing is enabled. Errors are reported in the Oracle JInitiator Java console.
Debug	Tracing is enabled. Detailed tracing information is reported in the Oracle JInitiator Java console.
All	Tracing is enabled. Information, warnings, errors, and detailed training information are reported in the Oracle JInitiator Java console.

Default Value

None

Notices Profile Options

The following profile option is used to set poll refresh mode and rate and to enable or disable notices.

IEU: Message: UI: Refresh Rate
IEU: Message: UI: UWQ Notices

IEU: Message: UI: Refresh Rate

Applications can send notices about work items or application events directly to an agent. Notices include assignment of a work item, change in status of a work item, or escalation of a work item. Notices are stored an Universal Work Queue table in the Oracle Applications database.

Notices are displayed in the Notices tab in the icWork Controller. The Notices tab is enabled using the IEU: Message: UI: UWQ Notices profile option. Universal Work Queue can automatically check the database for notices. The list of notices in the Notices tab is refreshed periodically, on login, on return to the Oracle Universal Work Queue window, or manually. Agents can manually refresh notices at any time.

Use this profile option to set the poll refresh mode and rate to check for new notices.

Required

Personal Profile Levels

Update	View
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
10 minutes	Universal Work Queue periodically checks the database for notices every ten minutes.
2 hours	Universal Work Queue periodically checks the database for notices every two hours.
15 minutes	Universal Work Queue periodically checks the database for notices every fifteen minutes.
2 minutes	Universal Work Queue periodically checks the database for notices every two minutes.
3 minutes	Universal Work Queue periodically checks the database for notices every three minutes.
30 minutes	Universal Work Queue periodically checks the database for notices every thirty minutes.
45 minutes	Universal Work Queue periodically checks the database for notices every forty-five minutes.
5 minutes	Universal Work Queue periodically checks the database for notices every five minutes.
1 hour	Universal Work Queue periodically checks the database for notices every hour.
90 minutes	Universal Work Queue periodically checks the database for notices every ninety minutes.
Manual	Universal Work Queue periodically checks the database for notices every ten minutes. Work item counts are not refreshed after the Oracle Universal Work Queue window opens. You must manually refresh the work item counts
On login	Universal Work Queue checks the database for notices after the Oracle Universal Work Queue window opens. Thereafter, you must manually refresh notices.
On return	Universal Work Queue checks the database for notices every ten minutes. Work item counts are refreshed after the Oracle Universal Work Queue window opens. Thereafter, you must manually refresh the work item counts.

Default Value

Yes

IEU: Message: UI: UWQ Notices

Applications can send notices about work items or application events directly to a Universal Work Queue agent. Notices include assignment of a work item, change in status of a work item, or escalation of a work item. Notices are stored in a Universal Work Queue table in the Oracle Applications database.

Notices are displayed in the Notices tab in the icWork Controller. Universal Work Queue periodically checks the database for notices based on the value of the IEU: Message: UI: Refresh Rate profile option.

Use this profile option to enable or disable UWQ notices. Desktop messages pop up through Notice tab in the icWork Controller.

Required

Personal Profile Levels

Update	View
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No, the user will not receive or be able to view notices. The Notice tab not be present.
Yes	Set to Yes to enable the Notices tab in the icWork Controller.

Default Value

Refresh Profile Options

The following profile option is used to set refresh time when automatic refresh is enabled.

IEU: Desktop: UI: Automatic Refresh

IEU: Desktop: UI: Automatic Refresh

Use this profile option to determine the point at which a refresh is performed.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
Get Work	Refresh occurs when agent requests work by opening a work item or available in the media queue.
Select Work	Refresh occurs when an agent selects a work source.

Default Value

Get Work

Sales Profile Options

Oracle Universal Work Queue displays assigned work items in any node for which the agent is enabled – even if the agent's current responsibility does not permit access to the Oracle Application associated with the work item. The agent can view a summary of the work item, but cannot launch the related business application. If the agent has another responsibility that permits access to the work item, then the agent must end the session and switch responsibilities.

The profile options is used to enable or disable the display of Sales subnodes.

IEU: Queue: Leads and IEU: Queue Order: Leads
IEU: Queue: Marketing Lists and IEU: Queue Order: Marketing Lists
IEU: Queue: My Tasks and IEU: Queue Order: My Tasks
IEU: Queue: My Team Leads and IEU: Queue Order: My Team Leads
IEU: Queue: My Team Opportunities and IEU: Queue Order: My Team Opportunities
IEU: Queue: Quotes and IEU: Queue Order: Quotes

For each node profile option, there is a corresponding node order option. For example, IEU: Queue: Leads and IEU: Queue Order: Leads. The node order profile option is used to indicate the placement of the node in the work selector.

IEU: Queue: Leads

Use this profile option to enable or disable the Leads node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Leads node is not displayed in the Universal Work Queue window.
Yes	The Leads node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Leads node.

Default Value

Null

IEU: Queue Order: Leads

Use this profile option to indicate the placement of the My Leads (Owner) node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Marketing Lists

Use this profile option to enable the Marketing Lists node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Marketing Lists node is not displayed in the Universal Work Queue window.
Yes	The Marketing Lists node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Marketing Lists node.

Default Value

Null

IEU: Queue Order: Marketing Lists

Use this profile option to indicate the placement of the Marketing Lists node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: My Tasks

Use this profile option to enable the My Tasks node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The My Tasks node is not displayed in the Universal Work Queue window.
Yes	The My Tasks node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the My Tasks node.

Default Value

Null

IEU: Queue Order: My Tasks

Use this profile option to indicate the placement of the My Tasks node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: My Team Leads

Use this profile option to enable the My Team Leads node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The My Team Leads node is not displayed in the Universal Work Queue window.
Yes	The My Team Leads node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the My Team Leads node.

Default Value

Null

IEU: Queue Order: My Team Leads

Use this profile option to indicate the placement of the My Leads (Sales Team) node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: My Team Opportunities

Use this profile option to enable the My Team Opportunities node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The My Team Opportunities node is not displayed in the Universal Work Queue window.
Yes	The My Team Opportunities node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the My Team Opportunities node.

Default Value

Null

IEU: Queue Order: My Team Opportunities

Use this profile option to indicate the placement of the My Opportunities (Sales Team) node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Opportunities

Use this profile option to enable the Opportunities node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Opportunities node is not displayed in the Universal Work Queue window.
Yes	The Opportunities node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Opportunities node.

Default Value

Null

IEU: Queue Order: Opportunities

Use this profile option to indicate the placement of the My Opportunities (Sales Credits) node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Quotes

Use this profile option to enable the Quotes node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Quotes node is not displayed in the Oracle Universal Work Queue window.
Yes	The Quotes node is displayed in the Oracle Universal Work Queue window. If the user is configured as an interaction center agent and has the appropriate responsibilities, the user will be able to access work from the Quotes node.

Default Value

Null

IEU: Queue Order: Quotes

Use this profile option to indicate the placement of the Quotes node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

Service Profile Options

The profile options is used to enable or disable the display of Service subnodes.

IEU: Queue: Service Requests
IEU: Queue Order: Service Requests

IEU: Queue: Service Requests

Use this profile to enable or disable the Service Requests node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Service Requests node is not displayed in the Universal Work Queue window.
Yes	The Service Requests node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Service Requests node.

Default Value

Null

IEU: Queue Order: Service Requests

Use this profile option to indicate the placement of the Service Requests node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

Session Profile Options

The profile options is used to timeout values for session in which connectivity has been lost and to enable or disable session history and break reason prompting and tracking.

IEU: Desktop: Session Timeout (min)
IEU: Session History Logging

IEU: Desktop: Session Timeout (min)

This profile option is used to recover user connectivity for orphaned sessions. The integer that is set in this profile establishes the amount of time that passes without user activity before the user session times out.

Use this Oracle Universal Work Queue profile to set the user session timeout value.

Required

Personal Profile Levels

Update	View
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	No	No	Yes

Profile Settings

Enter a value in minutes to represent how long the user session will remain idle before timeout of the session occurs. The values available are:

Default Value

The default is 30 minutes.

IEU: Session History Logging

This profile option is used to enable or disable session history and break reason prompting and tracking. When enabled, UWQ records log-in and log-out data for every session in the IEU_SH_SESSIONS and IEU_SH_ACTIVITIES tables.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

When this profile option is set to No, session related data is not captured in the Oracle Universal Work Queue tables.

Yes

This profile when set to Yes, extends the capabilities of Oracle Interaction Center Intelligence by making this information available for Oracle Interaction Center Intelligence reporting. It also enables the Break button in the icWork Controller.
In addition to the capturing and recording of logout and login session history, some of the other types of information captured includes agent break-related data and productivity as well as media and work related details.

Default Value

Yes

Tasks Profile Options

The profile options is used to enable or disable the display of Task subnodes.

IEU: Queue: Enterprise Tasks and IEU: Queue Order: Enterprise Tasks
IEU: Queue: Escalations and IEU: Queue Order: Escalations
IEU: Tasks: Show Task Types

There is a corresponding node order option for the IEU: Queue: Enterprise Tasks and IEU: Queue: Escalations profile options. The node order profile option are used to indicate the placement of the node in the work selector.

IEU: Queue: Enterprise Tasks

Use this profile option to enable or disable the Enterprise Tasks node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Enterprise Tasks node is not displayed in the Universal Work Queue window.
Yes	The Enterprise Tasks node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Enterprise Tasks node.

Default Value

Null

IEU: Queue Order: Enterprise Tasks

Use this profile option to indicate the placement of the Enterprise Tasks node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Queue: Escalations

Use this profile option to enable or disable the Escalations node in the work selector.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	The Escalations node is not displayed in the Universal Work Queue window.
Yes	The Escalations node is displayed in the Universal Work Queue window. If the user is configured as a Universal Work Queue agent and has the appropriate responsibilities, the user will be able to access work from the Escalations node.

Default Value

Null

IEU: Queue Order: Enterprise Tasks

Use this profile option to indicate the placement of the Escalations node in the work selector.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Select a number to indicate the placement of the node in the work selector. You may enter from 1-78. Nodes are displayed in ascending order.

Default Value

Null

IEU: Tasks: UI: Show Tasks Types

This profile option is used to control the display of task types in Oracle Universal Work Queue.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No, subnodes will not display under My Tasks and Enterprise Tasks.
Yes	Set to Yes, subnodes will display under My Tasks and Enterprise Tasks.

Default Value

Yes

Work Panel Profile Options

The profile options is used to enable or disable the display of Service subnodes.

IEU: Auto Relate Task Note to Source Document
IEU: Default Note Months
IEU: Desktop: UI: Show Message Panel
IEU: Desktop: UI: Show Work Panel

IEU: Auto Relate Task Note to Source Document

This profile option is only applicable to SALES objects -- LEADS & OPPORTUNITY source document notes. Service items do not support this type of note association.

Use this profile option to establish the relationship between a task note that is created in the work panel and the underlying or related source. It only applies to notes created as part of a task action in work panel. It automatically relates task note to source work object. For example, if a note is added to a task and the task source is "lead", the association between the task note and lead is created when the profile is enabled.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No to disable the auto relate task note feature.
Yes	Set to Yes to enable the auto relate task note feature.

Default Value

IEU: Default Note Months

Use this profile option to define the number of months for which task notes display in the Extended Detail Information area of the Work Panel.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	No

Profile Settings

Enter a value for the number of months. You can enter any number between 1 and 6 months.

Default Value

Null

IEU: Desktop: UI: Show Message Panel

The message panel is used to present messages (special instruction) to the agent. The message panel is independent of the work panel and can be displayed, even if the IEU: Desktop: UI: Show Work Panel profile option is set to No.

Use this profile option to enable the message panel.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	When set to No, it controls the display if work panel is off or not enabled. If work panel is on, message panel always displays on nodes that support work panel. If node does not support work panel, message panel does not display.
Yes	When set to Yes, it controls the display of the message panel on nodes that do not support work panel. It also controls the display of the message panel on all nodes, even if the work panel is off.

Default Value

Yes

IEU: Desktop: UI: Show Work Panel

This profile option is used to control the display of the work panel and work summary panel.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No, the message panel will not appear in the agent workplace in Oracle Universal Work Queue.
Yes	Set to Yes, the message panel will appear in the agent workplace in Oracle Universal Work Queue.

Default Value

Yes

Work Selector Profile Options

The profile option is used to enable or disable the display of Service subnodes.

IEU: Desktop: UI: Customize Work Queues

IEU: Desktop: UI: Customize Work Queues

This profile option controls the visibility of the work queue feature in Oracle Universal Work Queue. Based on how the profile is set, the following features will or will not be accessible in the Tree Selector view:

Individual node 'Hide'
Window to 'Customize Work Queues'

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Set to No to enable the work queue.
Yes	Set to Yes to hide the work queue.

Default Value

Work Repository Profile Options

The profile options is used to enable or disable the display of Service subnodes.

IEU: Distribute: Amount for Distribution
IEU: Distribute: Configure
IEU: Distribute: Mode
IEU: Distribute: <work source name>:Work Source
IEU: Distribute: Tasks: Work Source
IEU: Distribute: Service Requests: Work Source
IEU: Distribute: SR Tasks: Work Source

IEU: Distribute: Amount for Distribute Only

This profile option is used to specify the number of work items to be delivered in request work mode.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Choose a number to indicated the number of work items to be delivered in request work mode. The recommended value is 3.

Default Value

IEU: Distribute: Configure

This profile option is used to control agent privilege. It allows agents to configure work sources that are included or excluded in their work queue.

Required

Personal Profile Levels

View	Update
Yes	Yes

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	When this profile option is set to Magnets will not be able to configure their work source.
Yes	When set to Yes, this profile allows agents to configure work sources that are included or excluded in their work queue.

Default Value

IEU: Distribute: Mode

This profile option is used to configure the delivery of work items for agents who handle work in a continuous, distributed fashion (e.g., next work).

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
All Modes	Assigns all modes of distribution to an agent.
Distribute and Deliver	This setting will: deliver the next work item from the current configured queue (work sources) in priority order if the work item has not be distributed, distribute it to this agent according to work sources distribution rules if the work item has been distributed just deliver it. Note: Agent configure profile applies to distribution and delivery mode.
Distribute Only	Applies to request work. If you set the profile option to this value, you must specify the amount or number of work items to be distributed using the IEU: Distribute: Amount for Distribute Only profile option. Consideration should be given to the number of work items to deliver as an agent cannot modify the amount in the IEU: Distribute Amount for Distribute Only option.
None	This is the default setting. This profile when set to None, inhibits queued work access.

Default Value

None

IEU: Distribute: Service Request: Work Source

This profile option is used to control the accessibility of the service request work source to agents. To access the Work Source agents must be configured for a queued distribution mode; IEU: Distribute: Mode must be set to all modes, distribute and delivery or distribute.

An agent may include work source when configuring distribution requests (if the IEU: Distribute: Configure profile option is set to Yes). An agent will receive work from this work source if the IEU: Distribute: Configure profile is set to No.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Agent distribution from the service request work source will not be enabled.
Yes	Setting this profile to Yes will enable the agent distribution from the service request work source.

Default Value

IEU: Distribute: Service Request Task: Work Source

This controls access to the Service Request Task Work Source which includes all tasks created on behalf of service requests. To access the Work Source agent must be configured for a queued distribution mode; IEU: Distribute: Mode must be set to all modes, distribute and delivery or distribute.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Agent distribution from the service request task work source will not be enabled.
Yes	Setting this profile to Yes will enable the agent distribution from the service request work task source.

Default Value

IEU: Distribute: Task: Work Source

This controls access to queued Tasks. This will include either all Tasks or, if Service Request Tasks is enabled, all non-SR related tasks. To access the Work Source agent must be configured for a queued distribution mode. IEU: Distribute: Mode must be set to all modes, distribute and delivery or distribute.

Required

Personal Profile Levels

View	Update
No	No

System Profile Levels

Site	Application	Responsibility	User
Yes	Yes	Yes	Yes

Profile Settings

Setting	Description
No	Agent distribution from the task work source will not be enabled.
Yes	Setting this profile to Yes will enable the agent distribution from the task work source.