1. Implementing Service Center with the Classic User Experience
  2. What is Computer Telephony Integration (CTI)?

What is Computer Telephony Integration (CTI)?

Computer telephony integration (CTI) enables integration of third party media toolbars with Fusion Sales and Fusion Service. You can display a media toolbar by enabling the Partner CTI Service, and by giving your signed-in users the Access Partner Media Toolbar privilege which allows access to the toolbar.

Use CTI to:

  • Make an outbound call using Click to Dial and skip manual dialing.

  • Receive phone calls.

Integrating with CTI gives you the following features:

  • Notifications of incoming calls and ability to accept or reject the call

  • Automatic caller identification

  • Ability to search for a contact

  • Optional caller verification

  • Display of administrator-defined screen pop with caller or service details

  • Automatic interaction recording

  • Optional call wrap up

You can build this integration using the provided MCA Media Toolbar APIs or you can engage with one of Oracle’s telephony partners. To connect with telephony partners, go to Oracle Cloud Marketplace and search for any one of the following:
  • OpenMethods PopFlow
  • OpenMethods Harmony (choose Harmony for B2B Service)
  • Five9 (Cloud Contact Center for Oracle B2B Service)