This appendix covers the following topics:
Use the following questions to determine if the integration of Oracle Telephony Adapter SDK at a specific customer site is necessary and, if it is necessary, what the SDK requirements are.
Name, version and release (current or legacy? If old, plan to upgrade?)
Is there a CTI interface?
Yes
No
What ACD teleset is used?
How many extensions/line appearances are on each agent teleset?
On which line are inbound calls received?
On which line are outbound calls made?
Name, version and release
Support for server-side integration:
C API
Java API
No
Yes, the ACD/PBX is supported by the following CTI middleware:
CT Connect (Java or C API)
Cisco ICM, (C API only)
Genesys, (C API only)
1000 agents per Oracle Telephony Adapter Server/Call Center Connectors on a single site
Fewer than 1000 agents
Oracle Advanced Inbound Oracle Telephony Adapter SDK supports single site routing, queueing and distribution.
If the customer has multiple sites, multi-site routing and call and data transfer, the customer may want to consider a CTI middleware which provides multi-site functionality, such as Cisco ICM or Genesys.
Enterprise routing (arrive at any site and be distributed to any site)
Enterprise call and data transfer
Yes, they have the following applications:
TeleService
TeleSales
iSupport
iMeeting
Collections
iStore
Marketing Online
No, they are buying the following applications:
TeleService
TeleSales
iSupport
iMeeting
Collections
iStore
Marketing Online
Call routing:
PBX skill-based
DNIS
Routing on business data
Rules-based routing
Screen pops
Other call data (If IVR, see #9)
Call and data transfer
They have or want a softphone GUI
Yes. How do they want to dial?
Preview: Record delivered. An agent initiates an outbound call.
Progressive: Record delivered to an agent. Dialing is automatic.
Predictive: System dials customer. Only live contacts are transferred to the agent.
No.
Yes.
The IVR manufacturer is
CTI-enabled/intelligent (IVR maintains the call ID of the call exiting the IVR)
IVR connects (PL/SQL) to an Oracle database IVR updates the call’s application data field
No.
Oracle E-Business Suite
Oracle Interaction Center