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PeopleSoft CRM Multichannel Applications Integrations

The multichannel applications integrate with other PeopleSoft CRM applications and with external systems. We discuss integration considerations in the implementation topics in this documentation.

Integration with External Systems

PeopleSoft CTI Integration and PeopleSoft Multichannel Communications are both built on top of the PeopleTools MultiChannel Framework. This framework manages integrations with the following external systems:

  • CTI middleware.

    The PeopleTools MultiChannel Framework integrates with Oracle-validated third-party CTI middleware.

    For a list of partners that offer CTI middleware integrations, refer to the link in the See section.

  • ERMS mail servers and mailboxes.

    The PeopleTools MultiChannel Framework integrates with POP3 and IMAP4-compliant mail servers.

See Oracle Validated Application Integrations - Find a Partner Solution.

Integration with Other CRM Applications

The PeopleSoft CRM Multichannel applications are part of the PeopleSoft CRM suite. Because the multichannel applications reside in the same database as the other PeopleSoft CRM applications, process flows can move smoothly from application to application without the need for any integration-specific configuration.

For example, if you license both PeopleSoft Multichannel Communications and PeopleSoft Support, you can relate cases to inbound email without any special configuration.

The use of component interfaces for this type of cross-component flow ensures that all appropriate data validation and automated processes are triggered.

See also PeopleTools: PeopleSoft MultiChannel Framework.