Getting Started with PeopleSoft MultiChannel Framework

This chapter provides an overview of Oracle's PeopleSoft MultiChannel Framework and discusses how to implement it.

PeopleSoft MultiChannel Framework Overview

PeopleSoft MultiChannel Framework (MCF) provides the tools that are required to support multiple channels of communication between customers (users) and agents. Some PeopleSoft applications, such as an email response management system (ERMS) from PeopleSoft CRM, use PeopleSoft MultiChannel Framework or you can develop your own applications on the framework that is provided.

PeopleSoft MultiChannel Framework delivers an integrated infrastructure to support multiple interaction channels for call center agents and other PeopleSoft users who must respond to incoming requests and notifications on these channels. PeopleSoft MultiChannel Framework supports email, web-based chat, voice, instant messaging, and generic event channels. It can be used from any PeopleSoft application.

PeopleSoft MultiChannel Framework also supports a broadcast function, which allows a user, such as a supervisor, to broadcast a notification message to a group of agents.

PeopleSoft MultiChannel Framework enables third-party routing systems that enable applications, such as PeopleSoft CRM, to provide embedded multichannel functionality. You may choose either the PeopleSoft queue server or the third-party routing server to route voice, email, chat, and generic events.

In the planning phase of your implementation, take advantage of all PeopleSoft sources of information, including the installation guides, PeopleTools documentation, and the PeopleBooks that are specific to your applications.

PeopleSoft MultiChannel Framework Implementation

This section describes the required steps for implementing PeopleSoft MCF.

Depending on your business use of PeopleSoft MCF, several activities are necessary for implementation:

• At a minimum, you must configure a real-time event notification (REN) server.

• If you are using a PeopleSoft-supplied application, such as ERMS, you must also configure MCF servers, clusters, queues, and agents.

• You can develop your own applications built on the PeopleSoft MCF.

• If you are using PeopleSoft CTI or other third-party MCF integrations, additional configuration is required.

Configuring REN Servers and Clusters

The REN server routes event notifications through the PeopleSoft MultiChannel Framework. Certain PeopleSoft applications, such as Reporting and Optimization, use the REN server to route notifications without using any of the rest of the PeopleSoft MultiChannel Framework. Therefore, a minimal configuration of PeopleSoft MultiChannel Framework includes at least one REN server and REN server cluster.

REN server-specific security setup is required, including configuration of Real-time Event Notification Permissions for each role using a REN server alone or as part of PeopleSoft MultiChannel Framework.

To provide a secure channel of communication between the clients and the REN servers, the REN servers may be SSL-enabled. SSL-enabled REN servers enable secure communication by providing client and server authentication.

Typically, a system administrator configures and manages REN servers and clusters.

See Configuring REN Servers.

Configuring MCF Servers, Clusters, Queues, and Tasks

MCF servers (queue servers and log servers) work with REN servers to queue and route task notifications to agents. An implementation of PeopleSoft MultiChannel Framework requires configuration of MCF servers, MCF clusters, queues, and tasks.

Typically, a system administrator configures and manages MCF servers and clusters, and either a system administrator or an agent supervisor configures and manages queues and tasks.

See Configuring PeopleSoft MCF Servers and Clusters, Configuring PeopleSoft MCF Queues and Tasks.

Creating and Defining Agents

Agents are PeopleSoft users who are further defined as PeopleSoft MultiChannel Framework agents. Agents manage tasks that are assigned to them. Agents can log on to and accept tasks from the MultiChannel Console.

Typically, an agent supervisor defines agents and assigns agents to appropriate queues.

See Configuring PeopleSoft MCF Agents.

Using MCF Sample Pages

PeopleSoft MultiChannel Framework is delivered with sample pages that demonstrate the use of email, web-based chat, generic, and instant messaging channels. An application developer can use these sample page definitions as the basis for application pages. The PeopleTools 8.52 PeopleBook: PeopleCode API Reference includes detailed descriptions of PeopleSoft's Mail Classes, MCFIMInfo Classes, and the Universal Queue Classes.

Additional sample pages demonstrate how to use the JavaScript MultiChannel Application Programming Interface (JSMCAPI) to customize the CTI console and to develop supervisor desktops using the available monitoring functions.

See Administering Queues, Logs, and Tasks.

See Mail Classes, MCF IM Classes, Universal Queue Classes.

Configuring PeopleSoft CTI

PeopleSoft MultiChannel Framework includes support for PeopleSoft CTI. PeopleSoft CTI requires supporting computer-telephony middleware and additional configuration separate from other channels of PeopleSoft MultiChannel Framework.

See Configuring PeopleSoft Computer Telephony Integration.