PeopleSoft CTI Components

The PeopleSoft CTI Console works together with the Interactive Voice Response (IVR) system, the CTI middleware, an Automatic Call Distributor (ACD), and your PeopleSoft application.

When a customer calls, the caller enters his or her information (for example, an account number) using the IVR system. Using this information, the CTI middleware routes the call to an appropriate ACD queue. The ACD sends the call to the next available agent on that queue and notifies the CTI middleware that an incoming call is on that Directory Number (DN). The CTI middleware, in turn, notifies the CTI Console and passes the customer’s information as attached data. The CTI Console uses the attached data to determine what PeopleSoft transaction page to open (pop-up) for the agent and what application data to retrieve from the database. The agent can manage the call using the CTI Console, which in turn communicates with the Private Branch Exchange (PBX) using the CTI middleware.

For PeopleSoft CTI systems, the CTI Console uses a JavaScript MultiChannel Application Programming Interface (JSMCAPI) to communicate with the CTI middleware that implements the PeopleSoft MultiChannel Application Programming Interface (PSMCAPI).

Configure PeopleSoft CTI to use the CTI console (JSMCAPI) on the CTI Type tab on the Configure CTI page.

This diagram illustrates PeopleSoft CTI architecture that uses PSMCAPI and JSMCAPI.