This chapter covers the following topics:
You can create two custom tabs in the Contact Center window by modifying the code for the Contact Center form and the associated library.
The customization must be made on a view or a table which has a reference or intersection with HZ_PARTIES. The fields that can be displayed in the custom tabs are based on this view or table.
The implementer must write public APIs to perform transactions against this table. Code for insert, update and delete must be built into these APIs after the necessary validations.
The form you create can be compiled and run standalone. There are no dependencies for running this form.
This topic covers:
These steps provide guidelines to help you with custom tab implementation.
Prerequisites:
Knowledge of Oracle Forms development procedures and an understanding of Oracle TeleService code.
To set up the two custom tabs
Customize the form using the following guidelines:
In the form CSCCUST1.fmb
and/or CSCCUST2.fmb
, create a data block with all the fields you wish to display in the custom tab.
Code an On Insert trigger for the data block to insert data into the tables.
Code an On Update trigger for the data block to update data in the tables.
Code an On Delete trigger for the data block to delete data from the tables.
The fields in the data block must be placed on the tabbed canvas CC_MAIN_TAB_CANVAS.CUSTOM1
and/or CC_MAIN_TAB_CANVAS.CUSTOM2.
Any record groups and LOVs must be coded.
To integrate this with the Contact Center, The data block, record groups, and LOVs for CSCCUST1.fmb
must be dropped in the CUSTOM1_OBJ_GRP
object group. Those for CSCCUST2.fmb
must be dropped in the CUSTOM1_OBJ_GRP2
object group.
Modify the library using the following guidelines:
You can use any of the following event handlers:
Trigger Name | Description |
---|---|
WHEN-NEW-FORM-INSTANCE | This trigger calls WHEN-NEW-FORM-INSTANCE of the custom form. Code is added to the custom library based on the requirements of the custom form. |
KEY-CLRFRM | This trigger calls CLEAR_CTRL_FIELDS which clears the control field values populated by values from the header region. |
WHEN-NEW-FORM-INSTANCE RESTART WHEN-TAB-PAGE-CHANGED |
These triggers call the POPULATE_CTRL_FIELDS procedure which populates the control fields from the header region. |
All the code to handle API calls can be put in the library CSCCUST1.pld
and/or CSCCUST2.pld
.
Integrate the forms with the Contact Center:
Copy the forms CSCCUST1.fmb
and/or CSCCUST2.fmb
to the $AU_TOP/forms/US directory in the patched environment.
Compile the corresponding library and copy CSCCUST1.pll
and/or CSCCUST2.pll
to the $AU_TOP/
resource directory in the patched environment.
Run the adadmin utility to compile CSC forms and libraries so that the changes made to the custom form and library are displayed in the Contact Center.
The following parameters are passed from the Contact Center form to the CSCCUST1 and CSCCUST2 forms:
Parameter | Description |
---|---|
Customer_Header_blk.Cust_Party_Type | Customer's party type |
customer_header_blk.cust_account_number | Customer's account number |
customer_header_blk.cust_cust_acct_id | Customer's account identification number |
contact_header_blk.cont_per_party_id | Identification number for the Contact's party of Person |
contact_header_blk.cont_relationship_id | The identification number for the party relationship |
contact_header_blk.cont_party_type | Contact's party type |
The function name for CSCCUST1
is CSCSFCU1
. For CSCCUST2
, it is CSCSFCU2.
These functions are added to the CSC_CONTACT_CENTER_MENU
. You can use it to hide and show the custom tabs.
By default, the tabs are hidden so you must enable the function in the menu CSC_CONTACT_CENTER_MENU
.
Note: Please back up your custom forms and libraries before applying any future CSC patches for these files so as to not overwrite them in $AU_TOP/forms/US and $AU_TOP/. After the patch is applied successfully, you must copy the customized files back to these directories and run adadmin to generate CSC forms and libraries.