Setting Up CTI
Perform these tasks to set up CTI.
Define the configuration for customer request transactions to access a specific database.
This is especially important if the integration crosses multiple applications.
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.
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_CONFIG |
Assign each CTI transaction to a target database. |
|
CTI_PS_MAPPING |
Set the parameters for mapping CTI target transactions. |
|
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:
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:
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:
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. |