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Oracle CRM On Demand CTI Developer's Guide > Configuring Oracle CRM On Demand for CTI Integration >
Required Settings to Make CTI Functionality Available
Table 19 lists the privileges and CTI Company profile settings necessary to provide access to different types of CTI functionality listed in the Type and Functionality columns. The following columns indicate privileges:
- Call. Access Call Communications privilege.
- Chat. Access Chat Communications privilege.
- Email. Access Email Communications privilege.
- Vmail. Access Voicemail Communications privilege.
- Grant. Manage CTI On Demand Access privilege.
The following column indicates company profile settings:
- Check Box. One of the settings that enables or disables a UI control, for example, the Listen to Voicemail Enabled setting.
For example, for the Listen to Vmail button to appear, you must select the corresponding check box, Listen to Voicemail Enabled, on the Company Profile page. NOTE: In the table, Group indicates members of a group of settings, one of which must be set to enable the CTI functionality in that row. For example, for the Communications tab to appear in the list of Available tabs, you must enable one of the CTI channel privileges (Call, Chat, Email, or Voicemail).
Table 19. Privileges Required for Making CTI Functionality Available
|
|
Whether privilege is required |
|
|
|
|
|
|
|
|
Available tabs |
Communication |
Group |
No |
No |
Button |
Listen to Voicemail |
No |
No |
No |
No |
No |
Yes |
Button |
Listen to Voicemail on Phone |
No |
No |
No |
No |
No |
Yes |
Button |
Open Email |
No |
No |
No |
No |
No |
Yes |
Button |
Reassign Email |
No |
No |
No |
No |
No |
Yes |
Button |
Reassign Voicemail |
No |
No |
No |
No |
No |
Yes |
Button |
View Chat |
No |
No |
No |
No |
No |
Yes |
Button |
View Interaction History |
No |
No |
No |
No |
No |
Yes |
Web service call |
Create or wrap up Call activity |
Yes |
No |
No |
No |
No |
No |
Web service call |
Create or wrap up Chat activity |
No |
Yes |
No |
No |
No |
No |
Web service call |
Create or wrap up Email activity |
No |
No |
Yes |
No |
No |
No |
Web service call |
Create or wrap up Vmail activity |
No |
No |
No |
Yes |
No |
No |
WSDL file |
CTI Activity WSDL |
No |
No |
No |
No |
Yes |
No |
Command |
ScreenPop |
Group |
No |
No |
Command |
WrapUp |
Group |
No |
No |
Detail page |
Call |
Group |
No |
No |
Detail page |
Chat |
Group |
No |
No |
Detail page |
Email |
Group |
No |
No |
Detail page |
Voicemail |
Group |
No |
No |
Privileges |
CTI privileges in company Admin |
No |
No |
No |
No |
Yes |
No |
Subtab |
Call |
Yes |
No |
No |
No |
No |
No |
Subtab |
Chat |
No |
Yes |
No |
No |
No |
No |
Subtab |
Email |
No |
No |
Yes |
No |
No |
No |
Subtab |
Voicemail |
No |
No |
No |
Yes |
No |
No |
Tab |
Communication |
Group |
No |
No |
UI |
Click-to-dial |
Yes |
No |
No |
No |
No |
Yes |
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