This chapter covers the following topics:
Computer Telephony Integration (CTI) enables agents working in Customer Support HTML application to receive screen pops that display customer information. The direct CTI feature launches a context-sensitive screen pop that is based on the information provided by the customer, for the agent who is answering the call.
Note: Do not switch responsibilities when you are using direct CTI.
Set the following profile options:
Service: Enable Telephony Integration to Yes to enable integrated telephony login in the Agent Dashboard.
Service: Enable Outbound Telephony in Service Request to Yes to enable the agent to make outbound calls.
Service: Page Displayed When Customer Information Passed from Telephony System does not Match to a value of your choice. This profile option is used to specify the page for screen pop for direct CTI integration in Customer Support HTML when the customer information passed from the telephony system does not match. By default this is set to display the Find Service Request page.
CCT: Basic Telephony: Third Party URL to http://localhost:3107. This profile option is used for specifying the third party URL for basic telephony.
CCT: Basic Telephony: Listener Port to 8888. This profile option is used for specifying the listener port for basic telephony.
Set the ACD_AGENT_ID as the agent's extension number and specify a password in ACD_AGENT_PASSWORD. The user has to log in to the application using the CRM Resource Manager responsibility, query for the agent or employee and specify the above details in the Interactions tab to enable the agent to successfully log in to the telephony system.
The login sequence using the Agent Dashboard is as follows:
The agent logs in to the Customer Support application.
The profile option Service: Enable Telephony Integration must be set to Yes to display the telephony login region on the Agent Dashboard.
The agent enters the extension number in the telephony region and clicks Login.
The direct CTI OA applet is launched, which sends data to the telephony system for validation.
If validation is successful, Logout button appears and the agent is ready to receive the call.
The various call flow sequences in Oracle Customer Support are as follows
The flow for incoming calls from the Agent Dashboard is as follows:
The agent logs in to the telephony system and is ready to receive calls.
The telephony system sends the IVR parameter entered by the customer to the direct CTI OA applet. The corresponding Update Service Request page is displayed.
The agent acts on the service request and saves it.
The agent clicks End Call to end the call. If the agent ends the call from the Agent Dashboard, the page is refreshed and the call information region is hidden. If the agent ends the call from the Update Service Request page, the page refreshes and the End Call button is hidden and the agent remains on the same page.
The call end information is sent by the direct CTI OA applet to the telephony system and the agent is ready to receive the next call.
The flow for incoming calls when the agent is on the Service Request page is as follows:
The agent logs in to the telephony system and is ready to receive calls.
The telephony system sends the IVR parameter entered by the customer to the direct CTI OA applet. The Update Service Request page refreshes with the new call information.
The agent acts on the service request and saves it.
The agent clicks End Call to end the call. If the agent ends the call from the Agent Dashboard, the page refreshes and the call information region is hidden. If the agent ends the call from the Update Service Request page, the page refreshes and the End Call button is hidden and the agent remains on the same page.
The call end information is sent by the direct CTI OA applet to the telephony system and the agent is ready to receive the next call.
The flow for incoming calls when the agent is not working on the Agent Dashboard or the Service Request pages is as follows:
The agent logs in to the telephony system and is ready to receive calls.
The agent is working on another HTML page other than the Agent Dashboard or the Service Request pages.
The telephony system sends the IVR parameter to the direct CTI OA applet. The agent gets a message about the incoming call and to save the current work.
The agent clicks OK in the message. The Update Service Request page with the call information is displayed.
The agent acts on the service request and saves it.
The agent clicks End Call to end the call. If the agent ends the call from the Agent Dashboard, the page refreshes and the call information region is hidden. If the agent ends the call from the Update Service Request page, the agent gets a message about successful completion of the current call.
The call end information is sent by the direct CTI OA applet to the telephony system and the agent is ready to receive the next call.
The flow for incoming calls when IVR parameter is invalid is as follows:
The agent logs into the telephony system and is ready to receive the call.
The invalid IVR parameter is sent from the telephony system to the direct CTI OA applet.
Based on the value set in the profile option Service: Page Displayed When Customer Information Passed from Telephony System does not Match, the corresponding HTML page is displayed.
The agent clicks Cancel on the corresponding HTML page and is redirected to the Agent Dashboard to end the call.
The flow for outgoing calls is as follows:
The agent logs into the telephony system and is ready to receive or make calls.
The profile option Service: Enable Outbound Telephony in Service Request must be set to Yes to enable the agent to makes an outbound call.
The agent clicks the telephone icon next to the phone number in the Customer Profile region to make an outbound call.
When the outbound call is made, the telephone icon is hidden and the Update Service Request page refreshes and displays the End Call button.
The agent clicks End Call to end the call. The call end information is sent by the direct CTI OA applet to the telephony system and the agent is ready to receive the next call.