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Record Association Logic

When a CTI client application invokes the CreateActivityInsert Web service method, Oracle CRM On Demand creates CTI activities and automatically associates related records in Oracle CRM On Demand with the interaction. For example, if someone calls from the phone number 111-555-1212, and a contact record in Oracle CRM On Demand exists with the same phone number, that contact record is associated with the call activity record. The CTI client application can display a screen pop for the associated record as required.

The record association logic attempts to associate records in three different ways:

• Passed in record. The record passed in is an explicit record to associate with the activity. This mechanism is used in Click-to-Dial links to ensure that outbound calls initiated from Click-to-Dial links always associate the record whose phone number was clicked with the outbound call activity record.
• IVR. The caller specifies information about the interaction that is used to associate related records. Examples of information include: contact phone number, service request number, campaign source code.
• ANI/DNIS. Using automatic number identification (ANI) and dialed number identification service (DNIS) search, the caller's origin or destination phone number or email address is used to associate related records:
  • Inbound calls/voicemail. Origin phone number used.
  • Outbound calls. Destination phone number used.
  • Emails. Origin email address used.
  • Chats. Origin phone number or origin email address used.

Table 1 shows how these three types of association relate to parameters of CTIActivityInsert. For more information about these parameters, see CTIActivityInsert Interaction Input Parameters.

The record association priority from highest to lowest is as follows:

• Passed in record association
• IVR search result association
• ANI/DNIS search result association

This record association priority means that:

• The passed in associated record overwrites the associated record found in IVR search. For example, if Contact A is passed in as an associated record, and Contact B's phone number is passed in as an IVR value, Contact A is associated with the new activity.
• The associated record found in an IVR search overwrites the associated record found in ANI/DNIS search. For example, if Contact A's phone number is passed in as an IVR value, and the origin number matched Contact B's phone number, Contact A is associated with the new activity.
• The passed in associated record overwrites the associated record found in ANI/DNIS search. For example, if Contact A is passed in as an associated record, and Contact B's phone number matched the origin number, Contact A is associated with the new activity.

The CTIActivityInsert method returns a suggested screen pop record type, according to the following priority order:

1. Service request
2. Campaign
3. Contact
4. Lead
5. Account
6. Activity

This suggested record type, together with other record associations returned, allows the CTI client application to choose the record for the screen pop.