Understanding CTI
When a customer contacts you and is routed to the call routing system, the call can be put through the PeopleSoft CTI to either the PeopleSoft CSR Desktop or the PeopleSoft Supply Chain Management databases so the Customer Service Representative (CSR) can answer it. In order to make the connection and have the system list the options for transacting that are available to the caller, you must set up the CTI configuration and mapping.
Defining the CTI Configuration
Because PeopleSoft CTI can cross multiple applications, you might need to set up the configuration to assign each transaction to the correct target database. The configuration defines the exact location of the target transaction information, based on the content provider.
The content provider refers to a source of HTML content and specifies whether the transaction is located in the PeopleSoft Supply Chain Management or PeopleSoft Customer Relationship Management database. Some content providers already exist in the system, and you can add content providers when required.
Targeting a Transaction
If the PeopleSoft CTI parameters identify a single record for a customer inquiry, the page containing that information appears. However, because customers do not know the SetIDs and business units for transactions, or not enough data is provided by the customer, more than one record based on the customer's search parameters might exist.
Instead of navigating to the page containing the target transaction, an intermediate selection page appears to help the CSR select the target transaction.
In most cases, these pages are accessed automatically through PeopleSoft CTI when the customer inquiry is made; however, you can manually search for transactions on the CTI Transaction Search page.
See the product documentation for PeopleTools: MultiChannel Framework