Understanding PeopleSoft CTI

Note: The CTI Console Java applet is no longer supported from PeopleTools 8.53. Refer to the Product Certifications link on My Oracle Support, https://support.oracle.com (sign-in required), for more information about supported products.

PeopleSoft CTI is a browser-based call-management system that helps call agents work more efficiently with customers. PeopleSoft CTI integrates Oracle-validated third-party CTI systems and your PeopleSoft applications. It exchanges data between the CTI system and your PeopleSoft applications so that the system automatically fills PeopleSoft transaction pages with the appropriate customer information—the information related to the caller.

With PeopleSoft CTI, you can perform the following tasks:

  • Operate two lines or two extensions.

  • Answer incoming calls.

  • Release calls.

  • Put a caller on hold.

  • Monitor call status.

  • Access PeopleSoft applications.

  • Transfer callers.

  • Initiate conference calls.

  • Place an outbound call.

Note: PeopleSoft CTI supports Oracle-validated third-party CTI systems. In the following sections, when the phrase your CTI middleware or CTI vendor appears, assume that it refers to Oracle-validated third-party CTI systems, as appropriate for your installation.

CTI console developed with the JavaScript MultiChannel Application Programming Interface (JSMCAPI) can be customized, therefore features described in PeopleSoft CTI may not appear or may act differently.

The PeopleSoft CTI interface is incorporated within the MultiChannel Console.