PeopleSoft MultiChannel Framework Channels
This section discusses support for communications channels offered by PeopleSoft MCF.
Voice
The agent console offers a softphone and full CTI support with Oracle-validated third-party CTI systems. Relevant application pages appear based on data attached to the call by the Interactive Voice Response (IVR) and CTI middleware.
Web Collaboration
PeopleSoft application pages can include Live Help buttons that initiate customer-to-agent chat sessions. The customer and agent chat windows are browser-based and do not require a client installation or applet download. The universal queue routes chat requests to the first available agent with the skills required to handle that request. The agent chat window displays relevant customer information and enables the agent to push web content to the customer. The agent can manage multiple chat sessions from the agent console.
Agents can also include peers and supervisors in chat conferences and transfer chat sessions to other agents or queues. Agents can also initiate collaborative chats with other agents on their buddy lists.
PeopleSoft MCF enables applications to fetch Multipart Internet Mail Extensions emails from Post Office Protocol 3 (POP3) and Internet Message Access Protocol 4 (IMAP4) mail servers, store their parts in a database, and route the email to call center agents by either adding the email to worklists or enqueueing them on the universal queue. Email attachments can be stored in a database or stored in an attachment repository. Email attachments that are stored in the database or in the attachment repository are accessible by URLs from a browser. The repository and the database check user-based and role-based security before retrieving an attachment. The email framework is built on PeopleSoft Integration Broker technology.
PeopleSoft MCF does not provide a mechanism to move existing email attachments that are stored in the attachment repository to the database.
When you choose to store email attachments in the database, and if an attachment cannot be stored in the database due to the unavailability of a connection, an error is displayed. In such cases, you must attempt to save the attachment again.
Note:
If you choose to store email attachments in the database, ensure that you configure the default local node in Integration Broker.
PeopleSoft MCF supports emails conforming to the Simple Mail Transfer Protocol (SMTP) specifications including both inbound and outbound HTML email.
Generic Channel
Channels that are not provided by PeopleSoft MCF can be integrated by means of the generic channel to enqueue tasks onto the universal queue.