CTI integration overview

The first step for setting up telephony integration with Fusion applications is to select a CTI supplier. The CTI supplier must support both incoming and outbound calls, and provide API support to start the calls from the web application.

Oracle Fusion CTI integration isn't restricted to a specific CTI supplier, you can choose any CTI supplier and implement the partner application based on the supplier APIs.

Once you choose your CTI supplier and have a basic idea of how to call the supplier APIs, the next step is to implement the Partner application which is a web application.

After implementing the Partner application, you're ready to integrate the partner application with the Fusion media toolbar. The media toolbar is a dialog box from the Fusion application that embeds in your hosted web application.

To use the media toolbar within the Fusion application, you'll need to setup a media toolbar and configure users, providing them the required privileges and access to the toolbar. For configuration details, see Configure the Media Toolbar. The communication between the Fusion application and the partner application can be done via a JavaScript library, the UI Events Framework (UEF) which is provided by Oracle. See How do I use the UI Events Framework? to get an understanding of UEF. This framework supports both inbound and outbound calls and can be integrated with any third-party JavaScript based applications.

The following diagram gives an overview:

Inbound call flow

The inbound call flow handles call from your CTI provider within the Fusion application.

Outbound call flow

The outbound call from the Fusion application is directed to the partner application and from there to the CTI provider.