PeopleSoft MultiChannel Framework Implementation
This section describes the required steps for implementing PeopleSoft MCF.
Depending on your business use of PeopleSoft MCF, several activities are necessary for implementation:
At a minimum, you must configure a real-time event notification (REN) server.
If you are using a PeopleSoft-supplied application, such as ERMS, you must also configure MCF servers, clusters, queues, and agents.
You can develop your own applications built on the PeopleSoft MCF.
If you are using PeopleSoft CTI or other third-party MCF integrations, additional configuration is required.
Configuring REN Servers and Clusters
The REN server routes event notifications through the PeopleSoft MultiChannel Framework. Certain PeopleSoft applications, such as Reporting and Optimization, use the REN server to route notifications without using any of the rest of the PeopleSoft MultiChannel Framework. Therefore, a minimal configuration of PeopleSoft MultiChannel Framework includes at least one REN server and REN server cluster.
REN server-specific security setup is required, including configuration of Real-time Event Notification Permissions for each role using a REN server alone or as part of PeopleSoft MultiChannel Framework.
To provide a secure channel of communication between the clients and the REN servers, the REN servers may be SSL-enabled. SSL-enabled REN servers enable secure communication by providing client and server authentication.
Typically, a system administrator configures and manages REN servers and clusters.
Configuring MCF Servers, Clusters, Queues, and Tasks
MCF servers (queue servers and log servers) work with REN servers to queue and route task notifications to agents. An implementation of PeopleSoft MultiChannel Framework requires configuration of MCF servers, MCF clusters, queues, and tasks.
Typically, a system administrator configures and manages MCF servers and clusters, and either a system administrator or an agent supervisor configures and manages queues and tasks.
See Understanding PeopleSoft MCF Server and Cluster Architecture.
Creating and Defining Agents
Agents are PeopleSoft users who are further defined as PeopleSoft MultiChannel Framework agents. Agents manage tasks that are assigned to them. Agents can log on to and accept tasks from the MultiChannel Console.
Typically, an agent supervisor defines agents and assigns agents to appropriate queues.
See Defining Agents.
Using MCF Sample Pages
PeopleSoft MultiChannel Framework is delivered with sample pages that demonstrate the use of email, web-based chat, generic, and instant messaging channels. An application developer can use these sample page definitions as the basis for application pages. PeopleCode API Reference includes detailed descriptions of PeopleSoft's Mail Classes, MCFIMInfo Classes, and the Universal Queue Classes.
Additional sample pages demonstrate how to use the JavaScript MultiChannel Application Programming Interface (JSMCAPI) to customize the CTI console and to develop supervisor desktops using the available monitoring functions.
See Working with Sample Pages.
See Understanding PeopleSoft MultiChannel Framework Mail Classes andUnderstanding Universal Queue Classes.
Configuring PeopleSoft CTI
PeopleSoft MultiChannel Framework includes support for PeopleSoft CTI. PeopleSoft CTI requires supporting computer-telephony middleware and additional configuration separate from other channels of PeopleSoft MultiChannel Framework.