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Oracle CRM On Demand CTI Developer's Guide > CTI Integration APIs >
Infrastructure Supporting CTI Integration
Oracle CRM On Demand provides the infrastructure shown in Table 2 to support computer telephony integration (CTI):
Table 2. Infrastructure Supporting CTI integration
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Oracle CRM On Demand Infrastructure |
Creating an activity |
CTIActivityInsert Web service method. |
Loading a screen pop |
CTICommand servlet (Command=ScreenPop), which automatically loads an Oracle CRM On Demand detail page. |
Wrapping up |
CTICommand servlet (Command=WrapUp), which automatically loads the Wrap-up edit page. |
Wrapping up |
CTIActivityWrapUp Web service method. This method does not allow the caller to set wrap-up notes. The method is useful for wrapping up an interaction in which the CTI application does not want to prompt the user for information. However, if the interaction has been wrapped up with the CTICommand servlet WrapUp command, a call to the CTIActivityWrapUp method is redundant. |
Viewing current interactions |
Communications tab containing homepages for each channel: Call, Chat, Email, Voicemail. |
Performing CTI actions |
UI controls, including buttons, for example, to open email, listen to voicemail, and Click-to-Dial links |
The Create Activity Web service and the CTICommand servlet are described in the following topics.
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