Oracle Universal Work Queue Implementation Guide

Contents

Title and Copyright Information

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Preface

Introduction

Architecture

Responsibilities

Dependencies and Integration Points

Mandatory Dependencies

Conditional Dependencies

Minimum Software Requirements

Minimum Hardware Requirements

Installation and Dependency Verification

Installing Oracle Universal Work Queue

Accessing Oracle Universal Work Queue

Implementation Tasks

Implementation Task Sequence

Defining an Administrator

Creating an Interaction Center Agent

Creating an Employee

Creating an Employee in CRM Resource Manager

Setting Up Employees as Users

Importing a Resource

Setting System Profile Options

Configuring the Oracle Universal Work Queue Server

Administration Tasks

Configuring Universal Work Queue for Application Work

Profile Options for Application Work

Configuring Universal Work Queue for Media Work

Profile Options for Media Work

Classifying Media Actions

Configuring a Screen Pop

Configuring Work Launching

Accessing the Work Launch Tab

Establishing Launch Rules for Work Launch

Deleting a Launch Action

Managing Work Providers at the Site-Level

Accessing and Using the Work Providers List Tab

Managing Work Provider Nodes

Configuring Messages and Special Instruction

Mapping Responsibilities for Messages and Special Instruction

Configuring Extended Detail Information

Mapping Responsibilities for Extended Detail Information

Configuring Actions for the Action Panel

Creating an Action

Editing Action Parameter Details

Deleting an Action

Mapping Responsibilities for Actions

Managing Quick Filters

      Creating a Quick Filter

      Entering Filter Details and Assigning Properties

      Deleting a Quick Filter

      Mapping Responsibilities for Quick Filters

Running Concurrent Processes

UWQ Session History Crashed Session Cleanup

UWQ Work Distribution Audit Log Purge Process

UWQ Notices Purge Process

Synchronize and Activate Task Work Source

UWQ Work Repository Purge Process

Integration Tasks

Application Work Integration

Application Work Nodes

Queued, Priority Work Distribution and Delivery

Application Notices

Tasks

Escalations

Leads

Opportunities

Quotes

Marketing Lists

Collections

Service Requests

Media Channel Integration

Advanced Inbound Telephony

Advanced Outbound

Web Callback

Email Center

Interaction Blending Integration

Set UWQ Profile Options for Oracle Interaction Blending

Oracle TeleSales Integration

Set UWQ Profile Options for Oracle TeleSales

Create a Media Action for Oracle TeleSales

Oracle TeleService Integration

Set UWQ Profile Options for Oracle TeleService

Advanced Inbound Integration

Advanced Inbound Media Support

Configure UWQ Server for an Oracle Advanced Inbound Screen Pop

Create a Media Action for Inbound Telephony

Set UWQ Profile Options for Oracle Advanced Inbound

Advanced Outbound Integration

Advanced Outbound Media Support

Set UWQ Profile Options for Oracle Advanced Outbound

Email Center Integration

Queued Emails

My Inbox

Enable Launching of Email Center Message Component from UWQ

Enable Display of Email Media Counts in UWQ

Oracle Customer Care Integration

Create a Universal Work Queue Media Action for Oracle Customer Care

Set UWQ Profile Options for Oracle Customer Care

Web Callback Integration

Diagnostics and Troubleshooting

Common Implementation Errors

Types of Oracle Universal Work Queue Issues

Signing on to Oracle Applications

Launching the Universal Work Queue desktop from the Navigator

Viewing Work Items

Accessing Work Items

Unable to Associate Media Type, Classification and Action

Types of Events in Universal Work Queue

Planned Start Date for Task List Does Not Include Time Stamp

Database Connection Failed

Viewing Applets Output

Log Files and Error Messages

Oracle Universal Work Queue Diagnostics

Verifying the Media Configuration

Testing Media Queues

Testing Media Eligibility

Verifying Nodes

Testing Profile Options

Testing Node Enumeration

Testing Valid Nodes

Verifying Node Refresh

Testing Node Refreshing

Verifying View Validation

Testing Run Time Nodes

Testing Datasource Views

Verifying Task Launching

Testing Task Launching

Running All Diagnostic Tests

Performing All Tests

Running Work Repository and Audit Tracking Diagnostics Reports

Running the Work Item Activity Report

Running the Work Items Individual - Group Membership Report

Running Work Launching Diagnostics Reports

Running the Work Launch Test

Running Task Launching Diagnostics Reports

Running the Work Launch Test

Implementation Worksheets

Universal Work Queue Administrator Worksheet

Universal Work Queue Profile Application Options Worksheet

Universal Work Queue Media Profile Options Worksheet

Media Classification Action Association Worksheet

Universal Work Queue Server Parameters Worksheet

Profile Options

Profile Values

Setting System Profile Options

Obsolete or Reserved Profile Options

Profile Options by Category

Media Profile Options

Application Profile Options

Server Parameters

Enable Network Tracing

Enable Server Logger Utility

Enables Interaction Blending Communications

Network Layer Number of Sessions

Network Layer Session Close Delay (Seconds)

Network Layer Session Timeout (Minutes)

Network Layer Trace File Name

Network Layer Trace Level

Remote Operation Retry Interval

Remote Operation Timeout Duration (Seconds)

Run AO Simulator (True/False)

Server Port (>1024 for UNIX and <64,000)

Trace Level

Command Line Parameters

Introduction

-console

-port

-name

-dbc

-trace_file_name

-max_num_threads

-min_num_threads

-trace_level_debug

-trace_level_warn

-trace_level_info

-trace_level_error

-command

Index