Modifying Contact Center Behavior

This chapter, which is relevant only for the Oracle Forms-based module, describes various ways you can modify the behavior of the Contact Center window.

This chapter covers the following topics:

• Modifying the Behavior of Contact Center Tabs Overview
• Modifying the Behavior of the Dashboard Tab
• Modifying the Behavior of the Interactions Tab
• Modifying the Behavior of the Notes Tab and All Notes Window
• Modifying the Behavior of the Tasks Tab
• Modifying the Behavior of the Service Request Tab
• Implementing the Contracts Tab
• Modifying the Behavior of the Install Base Tab
• Setting Up the Invoices Tab
• Modifying the Behavior of the Orders Tab
• Enabling the Collateral Tab
• Modifying the Behavior of the Addresses Tab
• Modifying the Behavior of the Contact Points Tab
• Restricting Access to the Accounts Tab and Account Details Window
• Modifying the Behavior of the Party Information Tab and Its Functions
• Modifying the Behavior of the Relationships Tab
• Modifying the Behavior of the Contact Center Header
• Enabling Attachments in the Contact Center
• Configuring What is Displayed in the Contact Center Header

Modifying the Behavior of Contact Center Tabs Overview

You can modify the behavior of the Contact Center tabs by:

• Setting default values in key fields to speed up agent entry

• Restricting access to tab functions or the entire tab itself

• Modifying the lookups which determine what agents see in the lists of values

The topics in this section cover the modifications you can make in each of the seeded Contact Center tabs:

• Dashboard

• Interactions

• Notes

• Tasks

• Service Request

• Contracts

• Install Base

• Invoices

• Orders

• Collateral

• Addresses

• Contact Points

• Accounts

• Party Information

• Relationships

Modifying the Behavior of the Dashboard Tab

The Dashboard tab displays summaries of key information about customers, accounts, and contacts. Agents can drill down to the individual documents summarized on the tab. To gather the information displayed in this tab and enable the drill-downs, you must set up customer profiles. For more information, About Customer Profiles.

In addition, you can modify the behavior of the tab. You can:

• Limit drill-downs

  By default, agents are permitted to open multiple windows when they drill down to detailed customer information. You can restrict them to just one drill-down by setting the system profile Customer Care: Open Multiple Sessions for Dashboard Drilldown to No.

• Permit automatic refresh of customer information

  You can have the application refresh customer information on the dashboard each time an agent displays a customer. For details see Setting Automatic Refresh of Profiles on the Dashboard.

• Specify if the tab must display customer, contact, or account information by default.

  Using the View By list, agents can specify whether they want to display information for a customer, account, contact, customer address, or contact address.

  When you select a customer or a contact from the View Details For list in the Contact Center header, the dashboard is refreshed to display information for the selected customer or contact. You can later use the View By list to change the view on the dashboard.

  You can also set the default value for the View By list by setting the value in the Customer Care: Default Dashboard Display by Customer, Account or Address profile option. However, if the profile is set to Site or Account, and the values for the customer address or the account are not displayed in the Contact Center header, then the View By list displays information by customer. The values displayed in the View By list are associated with the CSC_DB_VIEW_BY_SELECTION lookup.

  When the type of contact is Employee, then the contact address value in the list is not displayed, as profile checks cannot be defined at the employee site level.

• Restrict access to the tab and Refresh button by responsibility

  You can specify which responsibilities can access the tab and button by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps all of these functions.

  Description	Function
  Access to the Dashboard tab	CSCSFDSB
  Access to the Dashboard tab Refresh button	CSCSFRBU

• Restrict access to the View Critical check box and View By list by responsibility

  You can specify which responsibilities can be used to enable the View Critical check box and the View By list by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The Service responsibility maps all of these functions.

  Description	Function
  View the Critical Customer indicator on the Dashboard tab	CSCSFDBC
  Access the View By Account check box on the Dashboard tab	CSCSFDBA

Modifying the Behavior of the Interactions Tab

Agents use the Interactions tab to view the history of interactions with a customer. You can:

• Specify the number of records the tab displays

  This is accomplished by entering the number in the system profile Customer Care: Number of Interactions Displayed in Contact Center. By default this system profile is set to 12.

• Restrict access to the tab or individual buttons by responsibility

  You can specify which responsibilities can access the tab and buttons by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps all of these functions.

  Description	Function
  Access to the Interactions tab	CSCSFINT
  Access the Account Interactions button	CSCFAAB
  Access to the All Interactions button	CSCSFAIB

Modifying the Behavior of the Notes Tab and All Notes Window

You must set up notes as described in the Oracle Common Application Calendar Implementation Guide.

Agents can view notes either in the Notes tab or in the View All Party Notes Web browser page. The tab permits agents to view only one note at a time and to create new notes. The Web page displays all notes for the customer with no creation permitted.

For the Notes tab, you can:

• Specify the default note type for new notes.

  This is accomplished by setting the system profile Customer Care: Default a Type for New Notes in the Notes Tab. By default, there is no default.

• Specify the default note status for new notes.

  This is accomplished by setting the system profile Note: Default Note Status. By default, this profile is not set to any value. The default you enter affects not only new notes created in the Contact Center, but all notes in all applications.

  If you are capturing extended attributes for service requests created in the Contact Center, the application saves the information as notes. You choose to display these notes for customers on their Oracle iSupport Web portal by setting the system profile Service: Default Note Status for Extended Attributes to Publish. This system profile overrides Note: Default Note Status for these types of notes. For details see Capturing Additional Service Request Information with Extensible Attributes.

• Restrict access to the tab and the ability to create new notes by responsibility.

  You can specify which responsibilities can access the tab and create new notes by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps all of these functions.

  Description	Function
  Access to the Notes tab	CSCSFWKB
  Create Notes on the Notes tab	CSCSFCNO

For the View All Party Notes page, you can:

• Include note details text in the list.

  Note details store additional text in a separate table from regular notes text and can only be entered in a separate Details window. Displaying this text is accomplished by setting the system profile Customer Care: Display Note Details in All Party Notes Page by Default to Yes. By default this profile is set to No.

• Specify the number of records you wish to display at one time.

  This is accomplished by setting the system profile Customer Care: Display Note Details in All Party Notes Page by Default to Yes. By default this profile is set to 10.

• Specify the maximum age of displayed notes.

  You can specify in days how far back you want to display notes by making an entry in the Customer Care: Default Date Range for View All Party Notes Page. By default, this system profile is set to 30.

Modifying the Behavior of the Tasks Tab

You must set up tasks as described in the Oracle Common Application Calendar Implementation Guide.

You can specify different default values for agents creating new tasks on the tasks tab. You can set:

• The default task Type for new tasks

  This is accomplished by setting the system profile Task Manager: Default Task Type. The selection you make affects all tasks, not just those created in the Contact Center. The default value is Breakfast.

• The default task Priority

  This is accomplished by setting the system profile Task Manager: Default Task Priority. The selection you make affects all tasks, not just those created in the Contact Center. The default value is: Medium.

• The default task Status

  This is accomplished by setting the system profile Task Manager: Default Task Status. The default setting is Open.

• The default Assignee Type, either a group, team, or individual employee

  This is accomplished by setting the system profile Customer Care: Default Assignee Type for New Customer Tasks. Tasks can be assigned either to an individual employee (Employee Resource), a group (Group Resource), or a team (Team Resource). By default this profile is set to Employee Resource. An assignee is the individual or group responsible for carrying out the work.

• The Assignee responsible for completing the task

  This is accomplished by setting Customer Care: Default Assignee for New Customer Tasks to an assignee of type you have specified in Customer Care: Default Assignee Type for New Customer Tasks.

• The default type of owner assigned to customer-related tasks created on the Tasks tab

  This is accomplished by setting the system profile Customer Care: Default Owner Type on the Contact Center Tasks Tab to the type of owner responsible for coordinating the completion of the task.

  Task ownership can be assigned either to an individual employee (Employee Resource), a group (Group Resource), or a team (Team Resource). The default setting is Group Resource. All three owner types are set up in the Resource Manager foundation module.

  The Owner Type does not display in the tab but determines which resources appear in the list of potential task owners. This system profile does not affect service request tasks created on the Service Request tab.

• The default task Owner for customer-related tasks

  This is accomplished by setting the system profile Customer Care: Default Task Owner for New Customer Tasks to the resource of the type you have specified in the Customer Care: Default Owner Type for Contact Center Tasks. A task owner is the person or group responsible for coordinating the completion of the task.

• Restrict access to the tab and individual tab functions by responsibility

  You can specify which responsibilities can access the tab and individual tab functions by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps all of these functions.

  Description	Function
  Access to the Tasks tab	CSCSFTSK
  Create a task on the Tasks tab	CSCSFCTK
  Update a task on the Tasks tab	CSCSFUTK
  Access the Assignment Manager button next to the Owner and Assignee fields of the Tasks tab	CSCSFAMB
  Access the Details button on the Tasks tab	CSCSFATB
  Access to the Add Notes button on the Tasks tab	CSCSFANB
  Access to the Use Template button on the Tasks tab	CSCSFUTB
  Access to the Launch Workflow button on the Tasks tab	CSCSFLWF
  Access to the More button on the Tasks tab	CSCSFMBU

Modifying the Behavior of the Service Request Tab

You can modify the behavior of the Contact Center Service Request tab by:

• Specifying different default values for agents creating new service requests

  This is accomplished by setting the system profiles describe in the following table. Because agents can create service requests on both on this tab and in the Service Request window, all settings you make here apply to both.

  System Profile	Description	Default Setting
  Service: Default Service Request Type	Specifies the default value for service request Type	Customer Service Request
  Service: Default Service Request Urgency	Specifies the default value for service request Urgency	High
  Service: Default Service Request Severity	Specifies the default value for service request Severity	None
  Service: Default Service Request Owner	Specifies the default value for service request Owner	None
  Service: Default Service Request Status	Specifies the default value for service request Status.	Working
  Service: Default Group Owner Type for Service Request	Specifies the default type of group for specifying a group owner. Available values are Group Resource and Team Resource.	Group Resource
  Service: Default Group Owner for Service Requests	Specifies the default value for the group service request owner displayed in the Group field. The owner must be of the type you specify in Service: Default Group Owner Type for Service Request.	None
  Service: Group Owner Mandatory	A setting of Yes, makes entry in the Group field mandatory.	No
  Service: Individual Owner Mandatory	A setting of Yes, makes entry of the Owner field mandatory	No

• Restricting access to the tab and individual tab functions by responsibility.

  You can specify which responsibilities can access the tab and individual tab functions by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service Responsibility includes this mapping.

  Description	Function
  Service Request Tab - Access Service Request Tab	CS_HA_AXS_SR_TAB
  Service Request Tab - Access Charges Button	CS_HA_AXS_SRT_CHARGES_BTN
  Service Request Tab - Access Folder Button	CS_HA_AXS_SR_TAB_FOLDER_BTN
  Service Request Tab - Access Knowledgebase Button	CS_HA_AXS_SRT_KB_BTN
  Service Request Tab - Access Log Button	CS_HA_AXS_SRT_LOG_BTN
  Service Request Tab - Access Schedule Task Button	CS_HA_AXS_SRT_SCHL_TASK_BTN
  Service Request Tab - Access Service Request Details Button	CS_HA_AXS_SRT_DETAILS_BTN
  Service Request Tab - Access View Task Button	CS_HA_AXS_SRT_VIEW_TASK_BTN
  Service Request Tab - Create Service Request	CS_HA_SR_TAB_INST_SR
  Service Request Tab - Update Service Request	CS_HA_SR_TAB_UPDT_SR
  Service Request Tab - View Service Request	CS_HA_SR_TAB_VIEW_SR
  Service Request Tab - Access Attributes Button	CS_HA_AXS_SR_ATTR_BTN

• Setting the system profile Service: Autoquery the grid in Service Request tab to display the service request history in the non-telephony mode. The default setting for this profile is No.

• You can add the following fields using the Oracle Forms Folder tool:

  • Platform

  • Database Version

  • Component

  • Subcomponent

  • Component Version

  • Subcomponent Version

Implementing the Contracts Tab

You must implement Oracle Contracts according to the procedures described in the Oracle Service Contracts Concepts and Procedures.

In addition, you can:

• Specify the date range for contracts displayed in the tab.

  This is accomplished by setting OKS: Contact Center Date Range to the time period in days.

• Restrict access to the tab by responsibility.

  You can specify which responsibilities can access the tab by mapping the function CSCSFOKS according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps this function and permits access.

Modifying the Behavior of the Install Base Tab

On the Install Base tab, you can:

• Specify the maximum number of Oracle Installed Base instances the application displays automatically in the Query Results tab when you enter a customer in the Contact Center header.

  The application automatically populates the Query Results subtab with customer items for customers that do not own more than the number of instances you specify in the system profile "CSI:IB Tab - Query Threshold". A high setting affects application performance.

  When the application does not perform the query automatically, the agent can initiate a manual search with additional restrictions.

• Restrict access to the tab and its subtabs by responsibility

  You can specify which responsibilities can access the subtabs by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps all of these functions.

  You hide the whole Install Base tab from the responsibility when you do not map either of the subtabs.

  Description	Function
  Access to the Query Results subtab	CSCSFIBT
  Access to the Selected Results subtab	CSI_CC_SELECTED_RESULTS_TAB

• Create different actions using the Actions architecture. See Setting Up Contact Center Actions.

Setting Up the Invoices Tab

To display Oracle Receivables invoices on the Invoices tab of the Contact Center, you must implement Oracle Receivables as specified in Oracle Receivables User Guide. If agents are to use the windows accessed from the tab, including Transaction Details, Adjustment Processing, Payment Processing, and Payment Details, you must also implement Oracle Advanced Collections according to Oracle Advanced Collections Implementation Guide.

In addition you can:

• Specify the default time period in the From Date and To fields of the tab by setting the system profile Customer Care: Default Date Range for Invoices Tab.

  You can set this profile at the system, site, responsibility, and user level. The default setting for this profile is 30. This means, that by default, the Invoices tab displays all invoices with transaction dates within the last thirty days.

• Specify the default value for the Include Closed as selected by setting the system profile Customer Care: By Default Include Closed Invoices in Invoices Tab. The default setting for this profile Option is No.

• Restrict access to the tab and its buttons by responsibility

  You can specify which responsibilities can access the tab and buttons by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps all of these functions.

  Description	Function
  Access to the Invoices tab	CSCSFINV
  Access to the Transaction Details button	CSCSFTDB
  Access Adjustment Processing button	CSCSFAPB
  Access Payment Processing button	CSCSFPPB
  Access Payment Details button	CSCSFPDB

• Modify the search criteria for invoices

  The lookup described in the following table makes it possible for you to modify the Invoice tab search criteria.

  Lookup Type	Meaning	Lookup Code	Meaning	Level
  CSC_CC_INVOICE_FILTERBY	Customer Care: Contact Center Invoice Tab Filter By	INVOICE_NUMBER ORDER_NUMBER PO_NUMBER	Invoice Number Order Number PO Number	User

  Note: The addition of new search criteria is not supported.

Modifying the Behavior of the Orders Tab

To display orders on the Orders tab of the Contact Center, you must Implement Oracle Order Management as specified in the Oracle Order Management Implementation Manual.

In addition, you can:

• Specify the default time period in the From Date and To fields of the Orders tab by setting the system profile Customer Care: Default Date Range for Orders Tab.

  You can set this profile at the System, Site, Responsibility, and User level. The default setting for this profile is 30. This means, that by default, the Orders tab displays all orders created within the last thirty days.

• Restrict access to the tab and its subtabs by responsibility

  You can specify which responsibilities can access the tab and subtabs by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps all of these functions.

  You hide the whole tab if you do not map any of these functions.

  Description	Function
  Access to Order List subtab	CSCSFORD
  Access to the Order Information and Line Items subtabs	CSCSFOIL
  Access to the Price Summary subtab	CSCSFORS

• Specify which sales order user interface opens when agents click on the New or Details buttons.

  Setting the system profile "Customer Care: Launch OM details window" specifies the window. The choices are:

  • External Order Management Form: Use this option to open an external custom application. (The application raises a custom event which can be captured in Oracle Forms Personalization Tool or a custom.pll)

  • Orders: Order Information sub tab: Use this option to display the Order Information subtab.

  • Orders: Line Items sub tab: Use this option to display the Line Items subtab.

  • Sales Order Form: Use this option to open the Oracle Order Management sales window specified in the system profile: OM: Sales Order Form Preference.

    You can set OM: Sales Order Form Preference to launch either the Sales Orders, or the Quick Sales Orders windows.

• Set the Orders tab as the default when the order number is used for customer identification by ensuring the system profile Customer Care: Default Tab for Order Number Service Key is set to the Orders tab. The default setting for this profile is the Orders tab.

• Modify the search criteria

  The lookup described in the following table makes it possible for you to modify the Orders tab search criteria.

  Lookup Type	Meaning	Lookup Code	Meaning	Level
  CSC_CC_ORDERS_FILTER_BY	Customer Care: Contact Center Orders Tab Filter By	ORDER_AMOUNT ORDER_NUMBER PRODUCT QUOTE NUMBER	Order Amount Order Number Item Quote	User

  Note: The addition of new search criteria is not supported.

• Order Information and Line Items tabs are folder enabled. Hidden fields can be enabled using the Oracle Forms Folders feature.

• Specify if agents use a drop-down list (pop-list) or a button to launch their actions by setting the system profile OM: Display Actions Button vs. Poplist to either Poplist or Button (the default).

• Create different actions using the Actions architecture according to Setting Up Contact Center Actions. Please refer to the Oracle Order Management Implementation Guide for more details on setting up defaulting rules in the tab.

Enabling the Collateral Tab

To enable the Collateral tab of the Contact Center, which agents can use to send both physical and electronic collateral to customers and to view collateral history, you must implement Oracle One-to-One Fulfillment according to the Oracle One-to-One Fulfillment Implementation Guide and have the fulfilment server running.

You can:

• Specify which responsibilities can access the tab

  This is accomplished by mapping the function CSCSFCOL according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service Responsibility includes this mapping.

• Improve the performance of collateral name searches

  This is accomplished by requiring agents to enter a minimum number of characters. You can do so by setting the system profile OTS: Minimum Number of Characters for Lookup to the number of characters you require for the search. A larger number makes the search more specific and improves performance. By default, this system profile is set to 0.

Modifying the Behavior of the Addresses Tab

You can:

• Restrict access to the tab and its buttons by responsibility

  You can specify which responsibilities can access the tab and buttons by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps and thus enables all of these functions.

  Description	Function
  Access to the Addresses tab	CSCSFADR
  Create and update addresses on the Addresses tab	CSCSFCAD
  Access to the Identifying Address button on the Addresses tab. This button is used to create or change the customer's identifying address.	CSCSFIAB
  Access to the Site Contact Points button on the Addresses tab. This button makes it possible to enter addresses for customer sites.	CSCSFSCP

• Specify a default country for creating addresses and set up address formats for different countries. See Specifying Global Address Formatting and Address Validation.

• Modify the lists of values displayed in different lists of values

  You can modify the values displayed in list of values by modifying the lookups listed in the following table. Please refer to Oracle Account Receivables documentation for details.

  Lookup Type	Field	Type
  PARTY_SITE_USE_CODE	Site Usage list of values	Extensible

Modifying the Behavior of the Contact Points Tab

You can:

• Specify which responsibilities can access the tab and create new contact points.

  This is accomplished by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps and thus enables both functions.

  Description	Function
  Access to the Contact Points tab	CSCSFCPT
  The ability to create contact points in the Contact Points tab	CSCSFCCP

• Modify the values displayed in different lists of values

  You can modify the values displayed in list of values by modifying the lookups listed in the following table. Please refer to Oracle Account Receivables documentation for details.

  Lookup Type	Field	Type
  COMMUNICATION_TYPE	Type field list of values	System
  CONTACT_USAGE	Preference Topic Type list of values	User
  PHONE_LINE_TYPE	Contact Method list of values	Extensible
  PREFERENCE_CODE	Reference code list of values	User
  REASON_CODE	Reason list of values	User

Restricting Access to the Accounts Tab and Account Details Window

You can specify which responsibilities can access the tab and the Account Details window launched from it, by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps and thus enables all functions on this tab.

Description	Function
Access to the Accounts tab	CSCSFACT
The ability to create accounts on the Accounts tab	CSCSFCAT
The ability to update account information in the Accounts tab	CSCSFUAT
Access to the Details button on the Accounts tab. This button launches the Customer Account Details window.	CSCSFADB
Access to the Credit tab of the Customer Account Details window.	CSCSFCRD
Access to the Roles tab of the Customer Account Details window and the ability to create and update roles.	CSCSFROL
Access to the Sites tab of the Customer Account Details window.	CSCSFSIT
Access to the Relationships tab of the Customer Account Details window and the ability to create new relationships.	CSCSFRTB
Access to the Customer Standard button on the Accounts Tab. This button launches the Customers - Standard window.	CSCSFCSN

Modifying the Behavior of the Party Information Tab and Its Functions

You can:

• Specify which responsibilities can access the tab and its different functions

  This is accomplished by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps and thus enables all functions on this tab.

  Description	Function
  Access to the Party Information tab	CSCSFPTY
  The ability to update customer information on the Party Information tab	CSCSFUPI
  Access to the Details button on the Party Information tab	CSCSFDBU

• Modify the values displayed in different lists of values

  You can modify the values displayed in list of values by modifying the lookups listed in the following table. Please refer to Oracle Account Receivables documentation for details.

  Lookup Type	Field	Type
  CONTACT_TYPE	Contact Method field in the Contact Restrictions window. This window is available from the tab by clicking Contact Restrictions	Extensible
  DEPARTMENT_TYPE	Dept Code field used in the tab when the customer is an individual	User
  MARITAL_STATUS	Marital Status field used in the tab when the customer is an individual	User
  YES/NO	Residence Status field used in the tab when the customer is an individual	System
  CODE_STATUS	Status field	System
  SIC_CODE_TYPE	SIC Code Type field for customers of type organization	Extensible
  RESPONSIBILITY	The Title field on the Person Details window available by clicking Details for a customer of type person	Extensible
  INTEREST_TYPE	Interest Type list of values in the Person Details and Organization Details windows.	User
  HZ_PERSON_IDEN_TYPE	Person Id Type list of values for customer of type person	Extensible

Modifying the Behavior of the Relationships Tab

You can:

• Specify which responsibilities can access the tab and create relationships

  This is accomplished by mapping the functions listed in the following table according to the procedures described in Oracle Applications System Administrator's Guide. The seeded Service responsibility maps and thus enables both functions.

  Description	Function
  Access to the Relationships tab	CSCSFREL
  The ability to create relationships on the Relationships tab.	CSCSFCRE

• Modify the values displayed in different lists of values

  You can modify the values displayed in list of values by modifying the lookups listed in the following table. Please refer to Oracle Account Receivables documentation for details.

  Lookup Type	Field	Type
  PARTY_RELATIONS_TYPE	Sets up the list of relationships between individuals and organizations.	Extensible
  CODE_STATUS	Dept Code field used in the tab when the customer is an individual	System
  RESPONSIBILITY	Marital Status field used in the tab when the customer is an individual	Extensible

Modifying the Behavior of the Contact Center Header

To modify the behavior of the Contact Center header, you can:

• Prevent users or groups of users from modifying a customer name displayed in the Contact Center header

  This is accomplished by setting the system profile HZ: Change Party Name to No. By default this system profile is set to Yes. You can set this profile at the site, application, or individual user level.

• Select to view details of customer or contact information by default

  By making a selection from the View Details For drop-down list, agents can specify whether they wish to view customer or customer contact information in the Contact Center tabs.

  However, the following tabs are limited to displaying details on customers only:

  • Interactions

  • Tasks

  • Contracts

  • Invoices

  • Collateral

  • Accounts

  • Install Base

  • Order Information and Line Items

  You can specify the default setting of the View Details for drop-down list by setting the system profile Customer Care: Default View By in Contact Center to either Customer or Contact. By default this profile is set to Customer.

• Specify whether you wish to include inactive accounts in the list of accounts

  The system profile Customer Care: Display Only Active Accounts in Contact Center determines whether inactive accounts are shown in the Acct Num field LOV of the Contact Center. A setting of Yes shows only active accounts. A setting of No includes inactive accounts as well. By default this system profile is set to Yes.

• Specify whether you wish to display inactive customer records

  The system profile Customer Care: Display Only Active Customers in Contact Center determines whether inactive customers are included in the Name LOV. A setting of Yes restricts the list to active parties. A setting of No includes inactive customers as well. By default this system profile is set to Yes.

• Default the first customer account in the Acct Num field

  Setting the system profile Customer Care: Default the First Customer Account in Contact Center Header to Yes defaults the first customer account record in the database in the Acct Num field of the Contact Center header. A setting of No leaves the field blank. By default, this system profile is set to Yes.

• Specify the default country for filtering records in the Contact Center.

  Setting the system profile Customer Care: Restrict Searches to a Specific Country specifies whether customer searches in the Contact Center are limited by default to a specific country. The default profile is None.

• Specify the default party type on Contact Center header.

  Setting the system profile Customer Care: Default Customer Type on Contact Center, determines the default value for the Type field within the Customer region on the Contact Center header. The default profile is Organization.

• Specify the default contact type in the Contact Center header.

  Setting the system profile Customer Care: Default Contact Type For Contact Center determines the default in the Contact Type field. Valid values are Contact (the default setting) and Employee.

• Specify the default customer in the Contact Center header.

  When you enter an employee contact, you can default the customer by setting the system profile Service: Default Customer Name. This profile specifies the default entry in the Customer field of the Contact Center header.

• Specify the default tab for Contact Center.

  Setting the default value on the system profile Customer Care: Default Tab for Contact Center determines which tab defaults when opening the Contact Center form. The default profile is Dashboard.

• Specify the default service key for searches

  See Setting Up Service Key Search Preferences for setup details.

• Speed up customer searches by phone number by requiring agents to enter a minimum number of digits

  The system profile Customer Care: Minimum Number of Characters for Phone Search specifies the minimum number of phone number digits agents must enter in the Phone field in the Contact Center header when they search for a customer using the phone number. This search matches the concatenated phone number, ignoring any spaces or other delimiters. Greater number of digits improve search performance. By default, no number is specified.

• Specify the default title for contacts

  Customer Care: Default Title for a Person defaults the title for the contact in the Contact region of the Contact Center header. There is no seeded default value.

• Modify the wording of the View Details For drop-down list

  The system lookup described in the following table makes it possible for you to modify the wording agents see in the View Details For drop-down list. meaning column.

  Lookup Type	Meaning	Lookup Code	Meaning	Level
  CSC_CC_VIEW_BY	Customer Care: View by's in Contact Center form	CONTACT CUSTOMER	Contact Customer	System

• Modify the values displayed in different lists of values

  You can modify the values displayed in a number of other fields by modifying the following Oracle Account Receivables lookups:

  • PARTY_TYPE

  • CONTACT_TITLE

  • PHONE_LINE_TYPE

  • CODE_STATUS

  • PARTY_RELATIONS_TYPE

  • SITE_USE_CODE

  • PARTY_SITE_USE_CODE

  Please see Oracle Receivables documentation for details.

• Allow users to select party site in Contact Center header

  You can select addresses belonging to the selected customer in the Contact Center header using the Customer Address list.

  You can also query for customers based on site name, site number, or addressee. The customer address information is automatically displayed based on the selected site name, addressee, or site number. The customer site fields are enabled at the folder level.

  If a customer is not selected, then you can select an address from the list of addresses for active party sites and the customer party.

• Attach files to a customer, contact, or employee

  You can attach files to a customer by clicking the attachment icon on the toolbar. These files are available to all contacts of a customer. The attachment icon is enabled when you select a customer, combination of customer and contact, or employee based on the primary keys defined for the Contact Center header.

  See Enabling Attachments in the Contact Center, Oracle Applications Developer’s guide.

Enabling Attachments in the Contact Center

You can enable attachments in the Contact Center window for a customer, contact, and employee. You can add, update, and delete attachments.

1. Under the Application Developer responsibility, navigate to Attachments, Attachment Functions.

   The Attachment Functions window appears.

2. Query for Contact Center function.

3. Enter the name as CSCCCCRC.

4. Click Blocks.

5. . Select the CUSTOMER_HEADER_BLK block.

6. Click Entities.

7. Click Blocks.

8. Click the Primary Key Fields tab.

9. . Do any of the following:

   To…	Enter...
   Attach a file at the customer level, which must be available for all contacts of the customer.	CUSTOMER_HEADER_BLK.CUST_PARTY_ID as Key 1
   Attach a file at the contact level, which must be available only for a specific combination of customer and contact	CUSTOMER_HEADER_BLK.CUST_PARTY_ID as Key 1 and CUSTOMER_HEADER_BLK.CONT_PER_PARTY_ID_C as Key 2
   Attach a file at the employee level	CUSTOMER_HEADER_BLK.CONT_PER_PARTY_ID_C as Key 1

10. Save your work.

For more information, see Attachments, Oracle Applications Developer’s guide.

Configuring What is Displayed in the Contact Center Header

You can use standard Oracle Forms folder tools to specify what fields appear in the Contact Center header. By default, the Contact Center header is set up to display both customer and contact information. For business to consumer implementations, you can change the header to display only customer information, for example.

You can also use the folder tool to display the values entered in the header's Party Information descriptive flexfield. These fields display the values only, agents must make their entries via the flexfield itself.

Note: Customer-related fields are prefaced with "Cust". The remaining fields pertain to the contact.

Here is a sample business-to-business header showing both customer and contact information header:

And a sample header set up for agents handling consumers requests: