This chapter contains the following:
Oracle Sales Cloud Computer Telephony Integration (CTI) integrates with your telephony environment and must be manually enabled in your deployment. This topic highlights what is required to set up the CTI feature and to implement logging of the calls made using the CTI feature.
CTI is a feature of the customer contact process. You initiate phone communication to customers and employees with a click of your mouse, leveraging your customer contact information and the application context. The CTI feature uses Oracle WebLogic Communication Services to enable communications. Applications that provide the CTI functionality do so primarily through contextual actions.
Additionally, CTI utilizes Oracle Sales Cloud tasks as an optional transaction logging feature that will track information about the call such as the customer, call participants, a time stamp noting the start time of the call, the direction of the communication, in or outbound, and the resolution code.
Terms used in setting up these communications include:
PSTN: Public switched telephone network is the network of the world's public circuit-switched telephone networks.
SIP: Session initiation protocol, an open signaling protocol standard that is used to set up phone calls
TPCC: Third Party Call Control enables an application to control the telephony network to set up calls automatically.
Oracle WebLogic Communication Services. Offers the TPCC service to Oracle applications and sets up the calls using SIP integration with the telephony network.
The setup task list Define WebLogic Communication Services Configuration includes four tasks required for the correct configuration and implementation of CTI. One optional task, separate from the setup task list, is required for implementing task logging.
You can find information about implementing CTI in the Oracle Sales Cloud Administrator's Guide. Detailed information about configuring and maintaining WebLogic Communication Services is found in the Oracle WebLogic Communication Services Administrator's Guide
This example demonstrates how, during the implementation of the Register URL for the telephony gateway or soft switch for SIP domain task, you must manually configure the PSTN gateway address by registering HzCTDPstnGatewayApp to a given environment using Oracle Fusion Topology Registration
These steps configure the address of the SIP Public
Switched Telephone Network (PSTN) gateway or SIP soft switch serving
the users within that domain. This address is needed by Click-to-Dial
to correctly form the SIP addresses required by WebLogic Communication
Services. For example:
pstn_gateway.oracle.com is the
SIP domain. The SIP domain can also be expressed in the format 10.1.1.1
Sign in to Oracle Sales Cloud as a user that has application implementation consultant and WebLogic Services administration roles.
In Setup and Maintenance, click Register Enterprise Applications from the regional area under Topology Registration.
On the Register Enterprise Applications page, click the plus icon to add an enterprise application. An Add Enterprise Application dialog box appears.
Enter the new application information: Click Search in the Enterprise Application list field. Enter HzCTDPstnGatewayApp in the name field and click Search.
Enter the other fields in the Add Enterprise Application dialog box.
The following table shows the sample fields and values for the Add Enterprise Application dialog box.
This field is ignored by Click-to-Dial. Oracle WebLogic Communication Service (OWLCS) always uses the SIP protocol.
External Server Host
10.143.167.91 (Used as an example)
A host name can be used instead of an IP address.
External Server Port
0 (Used as an example)
This field is ignored by Click-to-Dial.
Click Save and Close.