1. How do I use Computer Telephony Integration (CTI)?
  2. What's a Media Toolbar?

What's a Media Toolbar?

Now, let's understand what a Media toolbar is.

Consider the media toolbar as a container provided by Fusion in which the media toolbar application (the partner application) can be embedded as shown in the following diagram:

A graphic showing toolbar integration.

Use the media toolbar to create communication between the Fusion application and the partner application and do the following:
  • Notify Fusion about incoming calls, agent availability, and so on.
  • Notify the partner application of user interactions in the Fusion application, such as when an outbound call is started in Fusion, sending a notification that the call was either accepted or declined from the Fusion application.

What's a partner application?

So, what's a partner application? It's a web application that the customer or partner implements by consuming the CTI supplier APIs and UI Events Framework APIs to support CTI features. The customer or partner owns this partner application. The partner application have any of these characteristics:
  • An application developed by you
  • An application provided by your partner
  • Readily available toolbars provided by some CTI vendors
If you're building the partner application, it must be hosted on your server.
Note: From this point onward, whenever we talk about the media toolbar application, we're referring to the partner application built by you, your partner, or its provided by the CTI supplier. You're responsible for hosting the toolbar application and the URL must be made available over https.
You use the media toolbar to create a communication channel between the Fusion application and the partner application. Here are a few examples of what you can do:
  • Notify Fusion about incoming calls, agent availability, and so on.
  • Notify the partner application of user interactions in the Fusion application, such as when an outbound call is started in Fusion, sending a notification that the call was either accepted or declined from the Fusion application.

How can I launch the media toolbar?

You need to configure the media toolbar in Fusion before it's ready to use. Follow the instructions the Configure the media toolbar topic to get up and running.

Once its set up, here's how you launch it:

  1. Sign in to the Fusion application.
  2. You'll see a disabled phone icon on the homepage.
  3. Click the icon to open the media toolbar in a new browser window.

    The partner application you've developed will load into the media toolbar window.

How do I communicate to the Fusion window from the media toolbar?

The media toolbar application you've configured might be a JavaScript application without any integrations with Fusion. To communicate with the Fusion window, you must inject a JavaScript library provided by Oracle called UI Events Framework (UEF) into your media toolbar application to fire the necessary APIs required for the integration. The integration to Fusion from the media toolbar application is a front end-to-front end based integration through the UEF library.

To access the media toolbar must have the Access Partner Media Toolbar privilege in Configure a user for CTI we'll assign this privilege to a user.

Here's the script:

<script src="https://static.oracle.com/cdn/ui-events-framework/libs/ui-events-framework-client.js"></script>