Setting Up CTI

Perform these tasks to set up CTI.

  1. Define the configuration for customer request transactions to access a specific database.

    This is especially important if the integration crosses multiple applications.

  2. Map the CTI transactions to specific pages containing the requested customer information.

    When the transactions are configured, map them to a specific page containing the information that is needed and then define the required parameters. This mapping information leads the CSR to the specific page to find the information that the customer requests.

    After you set up PeopleSoft CTI, customers are recognized when they enter information in the call routing system. The inquiry results are populated in various pages that are within PeopleSoft applications.

  3. Search to manually find the correct transaction.

    Because there are some elements for a transaction that a customer might not know, such as a business unit or SetID, use searching to manually target a transaction.

Page Name

Definition Name

Usage

CTI Configuration Page

CTI_CONFIG

Assign each CTI transaction to a target database.

CTI Mapping Page

CTI_PS_MAPPING

Set the parameters for mapping CTI target transactions.

CTI Transaction Search Page

CTI_XCTN_SRCH

To select a specific target transaction based on the parameters that are given by a customer if that parameter has more than one transaction attached to it.

Use the CTI Configuration page (CTI_CONFIG) to assign each CTI transaction to a target database.

Navigation:

Set Up Financials/Supply Chain > Common Definitions > Integration Rules > CTI Configuration

Field or Control

Description

Target Portal URL

Define the target location of the page on which the transaction is found.

Menu Name, Market, Menu Bar Name, Component, Page

Define the exact page location for the transaction database.

Unassigned Transactions, Assigned Transactions

Display the lists from which you can select transactions to route to the database.

Use the CTI Mapping page (CTI_PS_MAPPING) to set the parameters for mapping CTI target transactions.

Navigation:

Set Up Financials/Supply Chain > Common Definitions > Integration Rules > CTI Mapping

Field or Control

Description

Menu Name, Menu Bar Name

Defines the page location for the transaction information.

Component ID, Page Name, Edit Table

Defines which fields to use for the Interactive Voice Response (IVR) system.

The options are active only if the target component allows both types of actions:

Field or Control

Description

Update/Inquiry

Select the option to indicate that this transaction will place you in Update/Display mode in the target component.

Add

Select the option to indicate that this transaction will place you in Add mode in the target component.

Foreign Transaction

Indicate that the transaction being defined belongs to a database other then the one for which you are entering the transaction.

Search Record Field

Based on the edit table that you enter, the column displays the fields defined as search keys, alternate search keys, and list box items for the CTI transaction type.

URL Parameter

Select the check box to indicate which fields are passed from the IVR for the transaction.

Note: The URL Parameter check box and any fields that are defined as list box items are unavailable for entry, as well as the business unit and SetID fields, because they are only used to display results on an intermediate selection page.

Use Panel Label

Select the check box to display the label on the page that is defined for the transaction, or deselect this check box to display the default label on the field.

Use the CTI Transaction Search page (CTI_XCTN_SRCH) to select a specific target transaction based on the parameters that are given by a customer if that parameter has more than one transaction attached to it.

Navigation:

Set Up Financials/Supply Chain > Common Definitions > Integration Rules > CTI Target Page > CTI Transaction Search

Fields that are marked by selecting the URL Parameters check box on the CTI Mapping page are used as parameters and search keys on this page. From here, you can select the transaction that you want to display on the appropriate page.

Field or Control

Description

Search Results

The columns that are displayed in the group box are defined on the CTI Mapping page as list box items on the Edit Table that is defined for the transaction.