Using Other PeopleSoft CTI Options

You can configure other optional CTI parameters.

PeopleSoft CTI can launch and populate transaction pages in the following ways:

  • Default URL.

    The same URL is used for all calls. The Automatic Number Identification (ANI) is passed in as a parameter to that URL. The ANI identifies the telephone number from which the incoming call originated, and the number may be useful in determining what application data to retrieve. For example, it may be the home phone number of a customer.

  • Build the URL from attached Call Data.

    PeopleSoft CTI formats a URL for the browser with a specific target PeopleSoft menu, market, and component. However, this method cannot be used if you are accessing multiple databases through the PeopleSoft Portal.

  • iScripts.

    PeopleSoft CTI opens the transaction page using an iScript. This method must be used if you are accessing multiple databases through the PeopleSoft Portal. The iScript communicates with the targeted database to populate the appropriate transaction page with the caller's data.

Note: The call ID is passed in the URL string as a variable named callID.

Note: Browser settings and add-on tools that block pop-up windows can prevent CTI inbound call pop-up windows from appearing. If possible, configure such tools to allow pop-up windows from your site or domain.

In the applet-based solution, PeopleSoft CTI offers single sign-in. The console connects to the CTI middleware using the CTI user ID and password retrieved from the PeopleSoft database.

CTI events can be logged in the CTI Event Log. You can view the logged CTI events by navigating to PeopleTools > MultiChannel Framework > Universal Queue > Administration > CTI Event Log.

To implement CTI event logging, navigate to PeopleTools > MultiChannel Framework > Universal Queue > Configuration > Cluster Tuning and set the key log_cti to yes. Use the Notify Cluster page to notify the affected queue to refresh logging parameters.

The CTI event log logs all events and requests related to a session, user, or call connection. It also logs all events related to call and group information.

When users sign in, they do not need to reenter telephone extensions and other user information if they have used the workstation before and the relevant information for the telephone associated with that workstation has not changed.

The PeopleSoft system enables free seating by maintaining a cookie on the workstation.