Enabling Telephony

This chapter covers the following topics:

• About Telephony Integration in Oracle TeleService
• Implementing Direct Contact Center Integration with CTI Applications
• Enabling Direct CTI Telephony Integration in the Contact Center
• Implementing Contact Center Telephony through Oracle Telephony Applications
• Contact Center IVR Parameters, Call Reasons, and Window Behavior
• Service Request IVR Parameters, Call Reasons, and Window Behavior

About Telephony Integration in Oracle TeleService

Telephony integration makes it possible for agents working in the Contact Center and the Service Request windows to receive screen windows displaying customer information and to automatically start interactions when they accept a call from a customer.

You can implement telephony integration for Oracle TeleService via:

• Oracle Advanced Inbound, Oracle Advanced Outbound, and the Oracle Universal Work Queue

  If you are implementing telephony with these applications, you can display the Contact Center window, the Service Request window, or both, depending on the rules that you set up.

• Direct integration with third party CTI software.

  If you are implementing direct CTI integration as described in this chapter, you can display the Contact Center window, the Service Request window, or both.

The application automatically records all screen windows in interaction history regardless of the telephony integration method that you choose. Agents can view past interactions with customers on the Interactions tab of the Contact Center window.

Implementing Telephony in the Service Request Window

To enable telephony in the Service Request window, follow one of the implementation guidelines in this chapter depending on your implementation method:

• Enabling Direct CTI Telephony Integration in the Contact Center

• Implementing Contact Center Telephony via Oracle Telephony Applications

You must specify the integration method you are implementing by setting the system profile Customer Care: Telephony Screen Pop Mode.

For a list of IVR parameters, call reasons, and supported window behavior, see Service Request IVR Parameters, Call Reasons, and Window Behavior.

For an understanding of key user procedures, see User Procedures in Oracle Telephony Applications.

Implementing Telephony in the Contact Center Window

To enable telephony in the Contact Center window, follow one of the implementation guidelines in this chapter depending on your implementation method:

• Enabling Direct CTI Telephony Integration in the Contact Center

• Implementing Contact Center Telephony via Oracle Telephony Applications

You must specify which integration method you are implementing by setting the system profile Customer Care: Telephony Screen Pop Mode.

For a list of IVR parameters, call reasons, and supported window behavior, see Contact Center IVR Parameters, Call Reasons, and Window Behavior.

For an understanding of key user procedures when you implement the telephony integration via Oracle telephony applications, please see User Procedures in Oracle Telephony Applications.

Implementing Direct Contact Center Integration with CTI Applications

Direct integration with third party CTI software provides faster screen windows than integration by Oracle telephony applications. However, direct integration does not support "warm transfers", the ability to transfer caller information between agents, a feature of Oracle Advanced Inbound.

This section explains how you can implement direct integration with third party CTI applications. It consists of:

• An overview of the technology

• An overview of the login procedure

• An overview of the call flow

• A general procedure for setting up the integration

Direct Integration with CTI Applications Overview

Both the Contact Center window and the Service Request window can be enabled for direct telephony integration. Implementing a direct integration between third party CTI applications and an enabled window makes it possible for you to refresh the enabled window based on CLI (Calling Line Identification), DNIS (Dialed Number Identification Service), and IVR (Interactive Voice Response) inputs from any CTI application.

XML format messaging makes the integration suitable for use with any third party software. You can perform the integration from either the CTI client or from middle ware.

The direct integration improves performance over the use of Oracle Advanced Inbound. This is especially important for high volume call centers.

The integration uses a message signature that is consistent with the Basic SDK, simplifying migration for customers who have integrated using the Basic SDK.

The implementation involves a subset of the steps outlined in the Basic Integrations chapter of the Oracle Telephony Adapter SDK Developers Reference Guide.

Direct integration supports:

• Screen Windows

• Call Release

• Integrated Log In and Log Out

The integration does not support:

• Launching the window itself. The window is refreshed with each call, but the agent must open it first.

• Transferring customer data with a call transfer between agents ("Warm Transfers"). Warm transfers are possible with Oracle Advanced Inbound.

• Call control. Call control must be provided through the CTI application.

A sample of how it works, using the Contact Center window is given below:

1. The incoming call lands on the CTI application client softphone.

2. The CTI application invokes the Contact Center Refresh Utility and passes the call data parameters using XML messaging.

3. The Contact Center Refresh Utility displays the relevant customer data in the Contact Center window.

   

Login Sequence for the Contact Center Window

The login sequence, using the Contact Center window is as follows:

1. An agent logs in to the CTI client softphone in an unavailable status (so they do not immediately start receiving phone calls).

2. The agent logs in to Oracle applications and opens the Contact Center.

3. The agent chooses Telephony Login from the More Tools menu as shown in the following image. (In the Service Request window, the Telephony Login choice appears on the Tools2 menu.)

   

4. The agent enters the extension in the Teleset Details window.

   

5. The Contact Center Refresh Utility sends the Telephony Login message to the CTI switch.

6. The CTI switch enables the CTI softphone.

   Note: Agents can also log into Oracle Applications before logging into the CTI client. In this case, the agents must manually make themselves available on the CTI client.

Call Flow Sequence for the Contact Center Window

The flow for incoming calls is as follows:

1. An agent accepts a call on the CTI softphone.

2. The softphone sends an XML message with the customer information to the Contact Center Refresh Utility and changes into an unavailable mode.

3. The Contact Center Refresh Utility refreshes the Contact Center with customer information, starts and interaction, and changes into an unavailable mode.

4. When an agent ends the interaction, either by doing a call wra- up or by clicking the End Interaction icon in the toolbar, the utility sends the end interaction message to the CTI softphone causing it to become available again.

Enabling Direct CTI Telephony Integration in the Contact Center

This topic covers the steps to enable the direct integration that you have implemented.

To enable direct telephony integration

1. Set the system profile Customer Care: Telephony Screen Pop Mode is to Direct.

2. To enable the Contact Center window, set Customer Care: Enable Integrated Telephony Login to Yes, to send the login details to the CTI system.

   A setting of No (the default) does not send the login details.

3. To enable the Service Request window, set Service: Enable Integrated Telephony Login to Yes. This setting sends login details to the CTI system.

   A setting of No (the default) does not send the login details.

4. Perform the following basic SDK setups. (Some are required and some optional as indicated in parentheses.) These setups are described in detail in the Basic Integrations chapter of the Oracle Telephony Adapter SDK Developers Reference Guide.

   1. Set the following system profiles:

      • CCT: Basic Telephony Listener Port (Optional)

      • CCT: Basic Telephony: Reconnect Interval (Optional)

      • CCT: Basic Telephony: Third Party URL (Required)

   2. Set up the following callouts:

      • Register (required)

      • Unregister (required)

      • Login (optional)

      • Logout (optional)

   3. To enable direct telephony integration with the Contact Center window, set up the following events:

      • CallReleased (optional)

      • ScreenPop (required)

        The application sends a message to the Refresh utility when an agent accepts the call. The utility triggers the refresh of the Contact Center based on the defined parameters. If multiple customers match the defined parameters, then, the application displays the matches for agents to choose from or to initiate a customer search. If no customers match the parameters, the application displays a blank Contact Center window.

        The call parameters include both phone numbers and the service keys. You can use the following parameters in the message:

        IVR Parameter	Internal Name for Use with the XML Message
        Account Number	AccountCode
        ANI	occtANI
        Contact Number	ContactNum
        Contract Number	ContractNum
        Customer Number	CustomerNum
        Employee ID Number	employeeID
        Instance Name	InstanceName
        Instance Number	InstanceNum
        Invoice Number	InvoiceNum
        Order Number	OrderNum
        RMA Number	RMANum
        Serial Number	SerialNum
        Service Request Number	ServiceRequestNum
        Social Security Number	SocialSecurityNumber
        System Name	SystemName
        TAG Number	TagNumber

5. To enable direct telephony integration with the Service Request window, set up the following events:

   • CallReleased (optional)

   • ScreenPop (required)

     The application sends a message to the Refresh utility when an agent accepts the call. The utility triggers the refresh of the Service Request window based on the ranking logic of the defined parameters. For details of this ranking logic, refer to the Oracle Telephony Adapter SDK Developers Reference Guide. You can use the following parameters in the message from the application to the Refresh utility:

     IVR Parameter	Internal Name for Use with the XML Message	Rank
     Account Number	AccountNum	2
     Area Code	AreaCode	3
     Country Code	CountryCode	3
     Customer Number (Party Number)	CustomerNum	3
     Customer/Contact Phone	occtANI	4
     Employee Number	EmployeeNum	3
     Instance Number	CustomerProductID	1
     Inventory Item ID	InventoryItemID	5
     Phone Number	PhoneNumber	3
     Product Name	ProductName	5
     Serial Number	SerialNum	1
     Service Request Number	ServiceRequestNum	1
     Tag Number	TagNum	1

Implementing Contact Center Telephony through Oracle Telephony Applications

Implementing telephony integration using Oracle Advanced Inbound, Oracle Advanced Outbound, and the Universal Work Queue does not require any custom development and supports the warm transfer of customer data between agents.

To set up telephony in the Contact Center via Oracle telephony applications

1. Make sure the system profile Customer Care: Telephony Screen Pop Mode is set to "UWQ".

2. Implement both Oracle Advanced Outbound and Oracle Advanced Inbound as described in Oracle Advanced Inbound Implementation Guide Oracle Advanced Outbound Implementation Guide, Oracle Universal Work Queue Implementation Guide, and the Oracle Interaction Blending Implementation Guide.

   You must specify the window you want to display in the "Configuring a Screen Pop" procedure outlined in the Universal Work Queue Implementation Guide:

   • To display the Contact Center window, enter the "Customer Care Media function" in the Media Action field.

   • To pop the Service Request window, enter the "Service Request Media function".

3. In addition, you can:

   • Improve the performance of automatic identification of customers via Automatic Number Identification (ANI)

     Set the system profile Customer Care: Use Exact Matches in ANI Searches to Yes.

     • Setting this profile to Yes improves performance by restricting the search to exact matches.

     • Setting this profile to No permits the application to use an inexact match. This may be preferable in locations where multiple telephone codes may prevent exact matches.

   • Specify the responsibilities that can access the SoftPhone icon in the toolbar

     Map the function CSCSFSPB according to the procedures described in Oracle E-Business Suite Setup Guide. The predefined Service responsibility includes this mapping and thus enables the icon. The SoftPhone is used by agents for both inbound and outbound calls.

   • Specify the responsibilities that can access the Initiate Call button in the Contact Center header, Contact Points tab, and the Tools menu.

     Map the function CSCSFPBU according to the procedures described in Oracle E-Business Suite Setup Guide.

Contact Center IVR Parameters, Call Reasons, and Window Behavior

This topic describes the IVR parameters and the call reasons customers can enter and the resulting Contact Center window behavior.

Contact Center IVR Parameters

If you have chosen to display the Contact Center window, customers can select one of the following identifiers within the IVR:

• Account Code (Customer Account Number)

• ANI

• Contact Number (Contact Party Number)

• Contract Number

• Customer Number (Customer Party Number)

• Employee ID Number

• Instance Name

• Invoice Number

• Order Number

• RMA Number

• Serial Number

• Service Request Number

• Social Security Number

• System Name

• Tag Number

Contact Center Call Reasons

Customers can select one of the following call reasons within the IVR (Please Note: In Oracle Advanced Inbound, call reasons are called "Key Value Pairs".):

• InquireSR: to inquire about a service request.

• CreateSR: to create a service request.

• InquireOrder: to inquire about an order number.

• InquireContract: to inquire about a contract number.

• InquireInvoice: to inquire about an invoice number.

• InquireIB: to inquire about an item instance.

• InquireRMA: to inquire about an RMA number.

• DisconnectService: to Disconnect Service, "Disconnect Service" is defaulted in the list of actions in Install Base tab.

• ReconfigureService: to Reconfigure Service, "Reconfigure an Instance" is defaulted in the list of actions in Install Base tab.

Contact Center: IVR and Call Reasons Matrix

The following table describes the various combinations of IVR parameters and call reasons that a customer can enter, as well as to describe the intended behavior of the application.

Note: An asterisk (* ) indicates that a tab is predefined as the default, but can be changed with a profile option.

Unique identifier entered into IVR by the customer:	Call reason selected by the customer:	Is there a match with the unique identifier in the system?	What is the defaulting form?
Account Code	None	Yes	Contact Center opens with customer information and default tab.
Account Code	None	No	Contact Center opens with default tab. (blank)
Account Code	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Customer Number	None	Yes	Contact Center opens with customer information and default tab.
Customer Number	None	No	Contact Center opens with default tab. (blank)
Customer Number	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Contact Number	None	Yes	Contact Center opens with customer information and default tab.
Contact Number	None	No	Contact Center opens with default tab. (blank)
Contact Number	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Service Request	None	Yes	Contact Center opens with customer information and the default Service Request tab *
Service Request (no value entered)	None	No	Contact Center opens with default tab. (blank)
Service Request (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
Service Request	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Serial Number	None	Yes	Contact Center opens with customer information and the default Service Request tab *
Serial Number (no value entered)	None	No	Contact Center opens with default tab. (blank)
Serial Number (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
Serial Number	None	Yes (multiple parties)	Customer search window opens with multiple matches.
RMA Number	None	Yes	Contact Center opens with customer information and the default Service Request tab *
RMA Number (no value entered)	None	No	Contact Center opens with default tab. (blank)
RMA number (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
RMA Number	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Instance Name	None	Yes	Contact Center opens with customer information and the default Service Request tab *
Instance Name (no value entered)	None	No	Contact Center opens with default tab. (blank)
Instance Name (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
Instance Name	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Instance Number	None	Yes	Contact Center opens with customer information and the default Service Request tab.
Instance Number (no value entered)	None	No	Contact Center opens with default tab. (blank)
Instance Number (invalid value entered)	None	No	Contact Center opens with default tab. (blank). Message appears stating the search returned no results.
Instance Number	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
System Name	None	Yes	Contact Center opens with customer information and the default Service Request tab*
System Name (no value entered)	None	No	Contact Center opens with default tab. (blank).
System Name (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
System Name	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Tag Number	None	Yes	Contact Center opens with customer information and the default Service Request tab*
Tag Number (no value entered)	None	No	Contact Center opens with default tab. (blank)
Tag Number (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
Tag Number	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Order Number	None	Yes	Contact Center opens with opens with customer information and the default Orders tab*
Order Number (no value)	None	No	Contact Center opens with default tab. (blank).
Order Number (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
Order Number	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Contract Number	None	Yes	Contact Center opens with opens with customer information and the default Contracts tab*
Contract Number (no value)	None	No	Contact Center opens with default tab. (blank).
Contract Number (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
Contract Number	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Invoice Number	None	Yes	Contact Center opens with opens with customer information and the Invoice tab defaulted*
Invoice Number (no value)	None	No	Contact Center opens with default tab. (blank).
Invoice Number (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
Invoice Number	None	Yes (multiple parties)	Customer Search window opens with multiple matches.
Social Security Number	None	Yes	Contact Center opens with opens with customer information and the default Dashboard tab*
Social security Number (no value)	None	No	Contact Center opens with default tab. (blank).
Social Security Number (invalid value entered)	None	No	Contact Center opens with default tab. (blank) Message appears stating the search returned no results.
Any	InquireSR	Yes	Contact Center Opens with the Service Request tab defaulted in inquire mode.
Any	InquireSR	No	Contact Center Opens with the Service Request tab defaulted in inquire mode.
Any	InquireSR	Yes (multiple parties)	Contact Center Opens with the Service Request tab defaulted in inquire mode.
Any	CreateSR	Yes	Contact Center Opens with the Service Request tab defaulted in create mode.
Any	CreateSR	No	Contact Center Opens with the Service Request tab defaulted in create mode.
Any	CreateSR	Yes (multiple parties)	Contact Center Opens with the default Service Request tab in create mode.
Any	InquireIB	Yes	Contact Center opens with the default Install Base tab.
Any	InquireIB	No	Contact Center opens with the default Install Base tab .
Any	InquireIB	Yes (multiple parties)	Contact Center opens with the default Install Base tab.
Any	InquireRMA	Yes	Contact Center opens with the default Service Request tab in inquire mode.
Any	InquireRMA	No	Contact Center opens with the default Service Request tab in inquire mode.
Any	InquireRMA	Yes (multiple parties)	Contact Center Opens with the default Service Request tab in inquire mode.
Any	InquireIB	Yes	Contact Center opens with the default Install Base tab.
Any	InquireIB	No	Contact Center opens with the default Install Base tab.
Any	InquireIB	Yes (multiple parties)	Contact Center opens with the default Install Base tab.
Any	InquireOrder	Yes	Contact Center opens with the default Orders tab.
Any	InquireOrder	No	Contact Center opens with the Orders tab defaulted.
Any	InquireOrder	Yes (multiple parties)	Contact Center opens with the default Orders tab.
Any	InquireInvoice	Yes	Contact Center opens with the default Invoices tab.
Any	InquireInvoice	No	Contact Center opens with the default Invoices tab.
Any	InquireInvoice	Yes (multiple parties)	Contact Center opens with the default Invoices tab.
Any	InquireContract	Yes	Contact Center opens with the default Contract tab.
Any	InquireContract	No	Contact Center opens with the default Contract tab.
Any	InquireContract	Yes (multiple parties)	Contact Center opens with the default Contract tab.

Service Request IVR Parameters, Call Reasons, and Window Behavior

This topic describes the IVR parameters, call reasons, and behavior for the Service Request window.

Service Request IVR Parameters

If you are displaying the Service Request Windows, customers can select one of the following identifiers within the IVR:

• Service Request Number

• Account Code (Customer Account Number)

• Serial Number

• Tag Number

• Customer Number (Customer Party Number)

• RMA Number

• Contract Number

Service Request Call Reasons

Customers can select one of the following call reasons within the IVR. ( Note: In Oracle Advanced Inbound, call reasons are called "Key Value Pairs".):

• InquireSR: to inquire about a service request.

• CreateSR: to create a service request.

Service Request: IVR and Call Reasons Matrix

The following tables describes the various combinations of IVR parameters and call reasons that a customer can enter, as well as to describe the intended behavior of the application.

Unique identifier entered into IVR by the customer:	Call reason selected by the customer:	Is there a match with the unique identifier in the system?	What is the defaulting form?
Account Code	InquireSR	Yes	Find Service Request Lists all open service requests.
Account Code	InquireSR	No	Find Service Request
Account Code	CreateSR	Yes	Create Service Request Defaults party details.
Account Code	CreateSR	No	Create Service Request (blank mode)
Customer Number	InquireSR	Yes	Find Service Request Lists all open service requests.
Customer Number	InquireSR	No	Find Service Request
Customer Number	CreateSR	Yes	Create Service Request Party details are displayed by default.
Customer Number	CreateSR	No	Create Service Request (blank mode)
Serial Number	InquireSR	Yes	Find Service Request Lists all open service requests.
Serial Number	InquireSR	No	Find Service Request
Serial Number	CreateSR	Yes	Create Service Request form Instance details are displayed by default.
Serial Number	CreateSR	No	Create Service Request (blank mode)
Tag Number	InquireSR	Yes	Find Service Request Lists all open service requests.
Tag Number	InquireSR	No	Find Service Request
Tag Number	CreateSR	Yes	Create Service Request form Defaults instance details.
Tag Number	CreateSR	No	Create Service Request (blank mode)
RMA Number	InquireSR	Yes	Service Request Opens main service request.
RMA Number	InquireSR	No	Find Service Request
Contract Number	CreateSR	Yes	Find Service Request Lists all open service requests.
Contract Number	CreateSR	No	Find Service Request
Contract Number	InquireSR	Yes	Create Service Request Party details are displayed by default.
Contract Number	CreateSR	Yes	Create Service Request (blank mode)
Service Request Number	InquireSR	Yes	Service Request Opens main service request.
Service Request Number	InquireSR	No	Find Service Request