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Oracle® Fusion Applications Sales Implementation Guide
11g Release 1 (11.1.2)
Part Number E20373-02
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13 Common Applications Configuration: Define WebLogic Communication Services Configuration

This chapter contains the following:

Click to Dial: Top Tasks

Click to Dial: Explained

Use Click to Dial to place a call to a contact from a hyperlink on the phone number or phone icon.

Here are a few topics that are important to know when using Click to Dial:


Click to Dial must be enabled to make calls using the various contact information pages and pop-up UIs. When enabled, phone numbers appear as hyperlinks. Interaction logging is available if that feature is enabled. If interaction logging is available, a note indicating that fact will be displayed in the UI. See Click to Dial: Top Tasks for more information about enabling these features.

Normal Call Flow

Click to Dial uses a call-the-caller-then-call-the-callee procedure for completing a phone call. That format and the normal flow of this procedure are described below.


Click to Dial does not work on phone numbers that are marked with a Do Not Call icon.

Interaction Records and Notes

Click to Dial automatically creates an interaction record of the call, when that feature is enabled. The details window that provides the phone number may also show an Interaction icon that you can click to display a list of interaction records to edit, for example to provide a description of the call. The window may also provide a notes feature that you can use to record notes during the call.

Interaction Logging

The interaction record is logged as soon as the call is either successfully set up or known to have failed.

The interaction log records the customer, call participants, a timestamp noting the start time of the call, the direction of the communication, in or outbound, and the resolution code. The description is automatically updated with these three items:

The call resolution code is determined from OWLCS and recorded in the interaction:

OWLCS Call Status

Resolution Code in Interaction



















Editing interactions

Once the call is established, if Interactions is available, you can use the Interactions icon on the UI to launch the interaction record list view. Select the current interaction record to edit it.

Operational Notes

Because of the call-the-caller-then-call-the-callee format, there are some conditions that may occur due to several calling situations. Some of these conditions are described below:

Click to Dial: Top Tasks

Click to Dial is a feature of the customer contact process. Phone communication to customers and employees is initiated with a click of the mouse, leveraging your customer contact information and the application context. The Click to Dial feature uses Oracle WebLogic Communication Services, OWLCS, to enable communications. Applications that provide the Click to Dial functionality do so primarily through contextual actions in the application.

Additionally, Click to Dial utilizes Oracle Fusion Interactions as an optional transaction logging feature that will track information about the call such as the customer, call participants, a timestamp noting the start time of the call, the direction of the communication, in or outbound, and the resolution code.

Click to Dial integrates with your telephony environment and must be manually enabled in your deployment. This topic highlights what is required to set up the Click to Dial feature and to implement logging of the calls made using the Click to Dial feature.

Terms used in setting up these communications

The set up task list Define WebLogic Communication Services Configuration delineates five tasks required for the correct configuration and implementation of Click to Dial. There is an optional task, separate from the set up task list, required for implementing Interaction logging.

Information about implementing Click to Dial can be found in the Oracle Fusion Applications Administrator's Guide. Detailed information about configuring and maintaining WebLogic Communication Services is found in the Oracle WebLogic Communication Services Administrator's Guide

Configure and Deploy WebLogic Server

Integrate Communications Services

Specify the Domain and Address

Enable Click to Dial

Call Logging via Fusion Interactions