This chapter covers the following topics:
Centers that use direct telephony integration can well accommodate more concurrent agents than those that use Oracle telephony applications such as Advanced Inbound Telephony. Without direct telephony integration, a typical customer care inbound call requires Advanced Inbound Telephony, Telephony Manager, and Universal Work Queue to handle agent login and the screen pop process. With direct telephony integration, the eBusiness Center form of Oracle TeleSales handles the login process, and a Java bean listens for screen pop events coming directly from an AST Java applet.
After login, direct integration user procedures are similar to those without it except that the former do not use Universal Work Queue and Oracle Telephony Manager. Also, direct telephony integration does not support the multiple interactions, including warm transfers, that are available with Oracle telephony applications.
Use this procedure to log in to an eBusiness Center window that has been enabled for direct telephony integration.
Log in to the CTI client softphone in an unavailable status so that you do not immediately start receiving phone calls.
Log in to Oracle Applications and open Oracle TeleSales.
In the eBusiness Center window, choose Telephony Login from the Tools menu.
The Telephony Login item changes to Telephony Logout.
Enter your extension in the Teleset Details window.
The eBusiness Center Refresh Utility sends the telephony login message to the CTI switch.
The CTI switch enables the CTI softphone.