Tracking UI Events in the CTI Application

This chapter describes how Oracle CRM On Demand allows for the tracking of UI events by the computer telephony integration (CTI) application.

The chapter contains the following topics:

HTML Custom Attributes

The CTI application is responsible for collecting particular UI event information from UI controls in the Oracle CRM On Demand browser window, and performing the associated CTI action. Some examples of UI events and actions are as follows:

Clicking the Listen to Vmail button plays back the voicemail to the user through the CTI application.
Clicking the Origin phone number dials that phone number.

Note: If the CTI application cannot support a particular UI control, the UI control should be disabled using the appropriate setting in the Company Profile page. For more information, see CTI Company Profile Settings.

Oracle CRM On Demand provides attributes in the HTML elements for its UI controls that indicate the type of CTI method to invoke when the control is clicked. Additional attributes of the element can also provide name-value pairs that provide relevant data.

HTML custom attributes are fully supported in HTML5 and valid custom attributes are prefixed with the data- characters. (In versions of HTML before HTML5, custom attributes were an undocumented feature.)

Custom attributes are supported for the following browsers:

Internet Explorer Version 6.0 and later
Mozilla Firefox Version 2.0 and later
Google Chrome (all versions)

The following table shows the custom attributes that are available and the data that they provide to the CTI application.

Table HTML Custom Attributes in Oracle CRM On Demand

Attribute	CTI Data	Comments
data-cti-action	CTI operation to perform	Attribute values and the associated CTI actions are as follows: openVmail. Open voicemail. vmailOnPhone. Play voicemail on agent's phone. reassignVmail. Reassign voicemail. reassignEmail. Reassign email. openEmail. Open email. openChat. Open chat. dial. Dial phone number. promptToDial. Prompt the user with a Click-to-Dial window. openHistory. Open interaction history. endWrapUp. End wrap-up for interaction.
data-cti-interactionId	CTI interaction Id	CTI assigned unique identifier.
data-cti-phone-number	CTI dialed number identification service (DNIS) number to dial	Oracle CRM On Demand deformatted phone number (that is, purely digits) to dial
data-cti-phone-countrycode	CTI DNIS country code	Oracle CRM On Demand phone number country code.
data-cti-crmod-recordtype	Oracle CRM On Demand record type	Used for Click-to-Dial. CTI sends this back to Oracle CRM On Demand so that the activity is associated with the correct record type.
data-cti-crmod-recordid	Oracle CRM On Demand record ID	Used for Click-to-Dial. CTI sends this back to Oracle CRM On Demand so that the activity is associated with the correct record.

UI Controls

This topic summarizes the Oracle CRM On Demand UI controls from which the CTI application can collect event information.

The following table shows on which detail pages in Oracle CRM On Demand the CTI UI buttons are located. Click-to-Dial links are available on all record type detail pages, lists, and child lists.

Table Detail Pages on which CTI UI Buttons Are Located

UI Button	Call Detail	Chat Detail	Email Detail	Vmail Detail
Listen to Vmail	No	No	No	Yes
Listen to Vmail on Phone	No	No	No	Yes
Reassign	No	No	Yes	Yes
Open Email	No	No	Yes	No
View Chat	No	Yes	No	No
View Interaction History	Yes	Yes	Yes	Yes
Save	Yes	Yes	Yes	Yes

The following subtopics describe, for each UI control, the behavior triggered in the CTI application by the events associated with the UI controls. The CTI application is responsible for taking action on these events, for example, when the user initiates click-to-dial, or clicks a button. The HTML custom attributes for each UI control and an example of HTML are also shown.

The custom attributes (data-*) are added to the UI controls' HTML elements dynamically, after the UI is loaded.

Click-to-Dial Links

Clicking a phone number link in a record in the Oracle CRM On Demand UI provides HTML custom attributes that enable a CTI client application to dial the phone number and create an activity associated with the record whose link is clicked.

The values for the data- attributes are stored in the HTML element's id attribute and dynamically added to the element after the page is initially loaded. The HTML custom attributes for Click-to-Dial links are:

data-cti-action="dial" or data-cti-action="promptToDial"
data-cti-phone-number="phone number digits"
data-cti-phone-countrycode="country code"
data-cti-crmod-recordtype="record type"
data-cti-crmod-recordid="record Id"

Note: On child lists on detail pages, the record type and record ID used are those of the child record.

The Display Click-to-Dial Popup check box in the My Profile page in Oracle CRM On Demand determines the value for the data-cti-action attribute. If the check box is selected, the value is promptToDial, specifying that the user is prompted with a Click-to-Dial popup before the phone number is dialed. If the check box is cleared, data-cti-action has the value dial.

The CTI application uses the information in the data- attributes and makes a CTIActivityInsert call to create an activity (with Type = Call, Subtype = Outbound Call) associated with the record. The following table shows how the HTML attributes for Click-to-Dial relate to CTIActivityInsert method parameters.

Table Mapping of data- Attributes to CTIActivityInsert Input Parameters

data- Attribute	CTIActivityInsert Parameter	Mapping
data-cti-phone-countrycode	Destination	Destination = data-cti-phone-countrycode + data-cti-phone-number (for example, 16505550199)
data-cti-phone-number	Destination	Destination = data-cti-phone-countrycode + data-cti-phone-number (for example, 16505550199)
data-cti-crmod-recordtype	AssociatedRecordType	AssociatedRecordType = data-cti-crmod-recordtype
data-cti-crmod-recordid	AssociatedRecordId	AssociatedRecordId = data-cti-crmod-recordid

If the data-cti-crmod-recordtype value does not correspond to one of the record types supported by the AssociatedRecordType parameter, the CTIActivityInsert method simply ignores the associated record specified, and continues creating the activity record. It is up to the CTI application to decide whether to display a screen pop, based on the screen pop information returned by the CTIActivityInsert method.

Oracle CRM On Demand UI displays the wrap-up associated with the interaction.

An example of HTML for a click-to-dial link is as follows:

<td class="fv fvu" style="padding-left:6px" id="A0.R0.Work Phone &#35;">
<a class="nclk" id="CTIDialNumberId|true|6505550199|1|Contact|1-CVVZ0" href="javascript:void(0);" data-cti-action="promptToDial" 
data-cti-phone-number="6505550199" data-cti-phone-countrycode="1" data-cti-crmod-recordtype="Contact"data-cti-crmod-recordid="1-CVVZ0"
1(650)555-0199
</a></td>

Listen to Vmail Button

Clicking this button in the Oracle CRM On Demand UI plays back the interaction's voicemail message to the user.

The HTML custom attributes for the button are:

data-cti-action="openVmail"
data-cti-interactionId="interactionId"