Configuring Oracle CRM On Demand for CTI Integration

This chapter describes the configuration required in Oracle CRM On Demand to enable integration with a computer telephony integration (CTI) application. This chapter contains the following topics:

CTI Company Profile Settings

The company profile settings listed in the following table are mainly for enabling and disabling the Oracle CRM On Demand UI controls associated with CTI.

Table CTI Company Profile Settings

Setting	Description
View Interaction History Enabled	Displays and enables the View Interaction History button on any Communication Activity detail page.
Listen to Voicemail Enabled	Displays and enables the Listen to Vmail button on the Voicemail Detail page.
Listen to Voicemail on Phone Enabled	Displays and enables the Listen to Vmail on Phone button on the Voicemail Detail page.
Reassign Voicemail Enabled	Displays and enables the Reassign button on the Voicemail Detail page.
Open Email Enable	Displays and enables the Open Email button on the Email Detail page.
Reassign Email Enabled	Displays and enables the Reassign button on the Email Detail page.
View Chat Enabled	Displays and enables the View Chat button on the Chat Detail page.
Click To Dial Enabled	If selected, (and the Access Call Communications privilege is enabled), all phone numbers in Oracle CRM On Demand are displayed as hyperlinks, allowing you to click the hyperlink to place a call to that number.

CTI Role Privileges

The CTI Role Privileges control which channels are enabled for the user.

To allow users access to CTI activity creation, screen pop, and wrap-up, one of the Access <Channel> Communications privileges (see the following table) must be enabled for the user's role. If a user does not have the appropriate privilege for a channel, an Access Denied error is returned.

Table CTI Role Privileges

Privilege	Description
Access Call Communications	Provides access to the Call subtab under the Communications tab. Allows the creation of call activity records.
Access Chat Communications	Provides access to the Chat subtab under the Communications tab. Allows the creation of chat activity records.
Access Email Communications	Provides access to the Email subtab under the Communications tab. Allows the creation of email activity records.
Access Voicemail Communications	Provides access to the Voicemail subtab under the Communications tab. Allows the creation of voicemail activity records.
Manage CTI On Demand Access	Provides a grant privilege allowing company administrators to view this privilege, as well as the other privileges. This privilege also determines whether the CTI Activity WSDL file can be downloaded from the Web Services Administration page, and whether the CTI Company Profile settings are visible on the Company Profile page in Oracle CRM On Demand.

Required Settings to Make CTI Functionality Available

The following table 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 Privileges Required for Making CTI Functionality Available

		Whether privilege is required
Type	Functionality	Call	Chat	Email	Vmail	Grant	Check Box
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