PeopleSoft CTI

PeopleSoft CTI enables you to integrate your PeopleSoft applications with your call center. PeopleSoft CTI offers the following benefits:

• Seamlessly integrates your PeopleSoft application with Oracle-validated third-party CTI systems to improve agent productivity.

  Agents refers to the individuals who interact with your customers using CTI.

• Requires only that you install a supported web browser on the agent's workstation.

• Enables agents to take advantage of browser-based call management and automatic population of PeopleSoft transaction pages with the relevant customer data associated with an incoming call.

• Transmits Dual Tone Multi Frequency (DTMF) data.

• Handles outbound calls from automated systems.

PeopleSoft CTI is an optional component that you can integrate with the PeopleSoft MultiChannel Framework. This means that you can incorporate a CTI channel within the MultiChannel Framework. PeopleSoft CTI requires third-party middleware in the form of an Oracle-validated third-party CTI middleware.

In PeopleSoft CTI, the CTI middleware performs the call routing. The universal queue is not involved in routing calls. For an incoming call, the CTI middleware notifies the MultiChannel Console, which then notifies the queue server so that the agent's workload can be updated with the cost of a call.

For vendors using the adapter-based CTI solution, refer to Oracle Validated Application Integrations — Find a Partner Solution (http:www.oracle.com/partnerships/isv/integration/search.html)