What's Computer Telephony Integration (CTI)?

Computer Telephony Integration (CTI) enables integration of third-party media toolbars with Service Center, Help Desk, Fusion Sales, and CX for utilities. You can display a media toolbar by enabling the Partner CTI Service and by assigning users the Access Partner Media Toolbar privilege which provides users access to the media toolbar.

Here's a look at a basic CTI flow. A customer calls the customer care number which is received by an agent. Customer information is displayed to the agent on a Customer 360 page. The CTI provider eases the communication between the customer and the customer care agent.

Use CTI to:

• Make an outbound call and skip manual dialing
• Receive phone calls

Integrate with CTI to:

• Receive notifications of incoming calls and either accept or reject the call
• Use automatic caller identification
• Search for a contact
• Get optional caller verification
• Display administrator-defined screen pop pages
• Record interactions
• Use optional call wrap up

Here's an overview of how all the pieces fit together:

• CTI enables the integration of third-party media toolbars with your Fusion application.
• Oracle provides the MCA (Multi Channel Architecture) framework for communication between the Fusion application and the Media Toolbar application (also known as, the Partner application) through a JavaScript library, the UI Events Framework (UEF).
• Consider the media toolbar a container provided by Fusion and the Partner application is embedded in it.
• The Partner application is a web application that you must implement. You can do this, or your Systems Implementor can do it, or you can contact one of Oracle’s telephony partners listed on Oracle Cloud Marketplace.