|
Oracle CRM On Demand CTI Developer's Guide > CTI Integration APIs > CTI Activity Web Service >
CTIActivityInsert Interaction Input Parameters
The CTIActivityInsert method accepts the input parameters shown in Table 3. In a SOAP request, the parameters are supplied in the list of Interaction XML nodes. A maximum of five interactions can be specified in a single request. The parameter names for the Web service (for example, ChannelType) have no spaces, whereas the equivalent parameters names for the CTICommand servlet have spaces (for example, Channel Type). The various types for the input parameters (as shown in the Type column of Table 3) are listed in Table 4. For the String type, the string length limit is also shown.
Table 3. CTIActvityInsert Method Input Parameters
|
|
|
|
AgentOfferTime |
Yes |
Date-Time |
The time that the interaction is offered to an agent (also known as System Offer Time). It is used like a default value for other parameters, like IVRBeginTime and QueueBeginTime. AgentOfferTime is also used as a primary key for differentiating activity records with the same InteractionId. This value originates from CTI. |
AssociatedRecordId* |
No |
String (100) |
The ID of a record to associate with the interaction's activity. If the ID does not correspond to a record in Oracle CRM On Demand, the activity is still created and no error is returned. |
AssociatedRecordType* |
No |
Record Type LOV |
The type of record provided in the parameter AssociatedRecordId parameter. Any record provided in the AssociatedRecordId/Type parameters takes precedence over records that may be matched to the activity through other means, including Origin/Destination (automatic number identification/dialed number identification service) or record-specific parameters like ServiceRequestNumber, AssociatedRecordType, and AssociatedRecordId are used with the Click-to-Dial functionality. |
CampaignSourceCode # |
No |
String (100) |
The source code of an associated campaign record. If the value does not correspond to a record in Oracle CRM On Demand, the activity is still created and no error is returned. |
ChannelType |
Yes |
LOV |
The channel type, equivalent to the activity subtype. The possible values are as follows. (The values shown in parentheses are automatically set in the Type field for the activity.)
- Inbound Call (Call)
- Outbound Call (Call)
- Inbound Transfer (Call)
- Outbound Transfer (Call)
- Missed Transfer (Call)
- Predictive Call (Call)
- Predictive Transfer (Call)
- Preview Call (Call)
- Preview Transfer (Call)
- DID/Direct Call (Call)
- Inbound Email (Email)
- Outbound Email (Email)
- Forwarded Email (Email)
- Reassigned Email (Email)
- Email Response (Email)
- Inbound Voicemail (Voicemail)
- Forwarded Voicemail (Voicemail)
- Reassigned Voicemail (Voicemail)
- Callback (Callback)
- Web Callback (Callback)
- Inbound Chat (Chat)
- Chat Transfer (Chat)
|
ContactPhoneNumber # |
No |
String (100) |
The home telephone number for the contact associated with the activity. If the value does not correspond to a record in Oracle CRM On Demand, the activity is still created and no error is returned. |
CreateServiceRequest |
No |
Boolean |
For activity creation only, whether a service request (SR) should be created and associated with the newly created activity. The associated account and contact of the activity will be associated with this SR. If ServiceRequestNumber is specified or AssociatedRecordType is Service Request, CreateServiceRequest is ignored. |
Destination |
No |
String (100) |
For calls and voicemails only, the number that was dialed to initiate the call. For an incoming call, this is the number that the customer dialed to reach the agent. For an outgoing call, it is the number the agent dialed. The country code must be prepended to the start of the value. For email activities only, the address to which the email was sent. For chat, either a phone number or an email address. |
InteractionId |
Yes |
String (30) |
Part of the primary key of the activity, together with AgentOfferTime. |
IVRBeginTime |
No |
Date-Time |
For calls and voicemails only, the time that the call is picked up by the interactive voice response (IVR). |
Origin |
No |
Date-Time |
For calls and voicemails only, the phone number of the person originating the call, that is, the caller ID or automatic number identification (ANI) number. The country code must be prepended to the start of the value. For email activities only, the From address of the original email. For chat, either a phone number or an email address. |
Priority |
No |
LOV |
The priority level of the activity. The following are the default values, but this list can be modified and expanded through Oracle CRM On Demand configuration.
Invalid priority values are ignored. |
Queue |
No |
String (250) |
The queue to which the automatic call distributor (ACD) routed the message. |
QueueBeginTime |
No |
Date-Time |
For calls and voicemails, this is the time after the user interacts with the IVR at which the call is put into a queue for an agent to pick up. For email activities only, this is the time that the email is retrieved from the POP server and put into a queue. |
ServiceRequestNumber # |
No |
String (100) |
The number of the service request associated with the activity. If the value does not correspond to a record in Oracle CRM On Demand, the activity is still created and no error is returned. |
In Table 3, the parameters marked with an asterisk (*) character are used for the Click-to-Dial functionality. If Click-to-Dial is enabled, phone numbers on an Oracle CRM On Demand page have HTML attributes describing the page's record type and ID. If the parameters are set with those attribute values, the activity is associated with that record. For more information, see Click-to-Dial Links. In Table 3, the parameters marked with a number sign (#) character can be a passed in values from an IVR variable. For example, the caller may enter his or her phone number, campaign code, or SR number when prompted. The various types for the input parameters (as shown in the Type column of Table 3) are as follows:
Table 4. CTIActivityInsert Parameter Types
|
|
|
Boolean |
A value of true or 1 specifies true. All other values are interpreted as false. |
true |
Date-Time |
A UNIX epoch time, that is, the number of seconds elapsed since midnight UTC on January 1, 1970. |
1293235200 (Midnight UTC on 25th December 2010) |
LOV |
A list of values. The possible values for a parameter are listed in the Description column in Table 3. |
Inbound Call (for the ChannelType parameter) |
Record Type LOV |
List of values corresponding to record types supported by CTI:
- Account
- Activity
- Campaign
- Contact
- Lead
- Service Request
Opportunity is also a supported record type for the parameter AssociatedRecordType, but the parameter ScreenPopRecordType does not return Opportunity. |
Service Request |
String |
A string with the length limit specified in parentheses. For example, InteractionId, String (30), has a 30 character length limit. |
4259480586 |
|
