PeopleSoft MultiChannel Framework Elements

PeopleSoft MultiChannel Framework comprises the following services and elements:

• Universal queue server, running on the Universal Queue server process (PSUQSRV).

• Real-time event notification (REN) server, running on the REN server process (PSRENSRV).

• MultiChannel Framework (MCF) log server, running on the MCFLOG server process (PSMCFLOG).

• MultiChannel console, the HTML interface through which users manage the channel interactions assigned to them.

• Chat windows, the HTML interfaces used for customer-to-agent and collaborative chat sessions.

• Agents, identified by their expertise and responsibilities.

• PeopleCode built-in functions and an email application package.

• GETMAILTARGET connector running under PeopleSoft Integration Broker.

• PeopleSoft MultiChannel Application Programming Interface (PSMCAPI) to enable server-side computer-telephony integration (CTI) integration.

• JavaScript MultiChannel Application Programming Interface (JSMCAPI) to enable a customizable CTI console and monitoring functions.

Each of these services and elements requires configuration.

In addition, each communication channel handled by PeopleSoft MultiChannel Framework requires supporting elements:

• CTI middleware to notify the system of telephone calls.

• An email server to store and serve email.

• Application pages to request customer-to-agent chat sessions and to provide context data and resolution logic for all interactions.

• Application pages or batch processes to enqueue generic events.