1. Implementing Service Center with the Redwood User Experience
  2. Show chat and phone call panels based on custom objects

Show chat and phone call panels based on custom objects

You can extend your Service application to render the chat and phone call panels in UI pages based on custom objects.

This allows your agents to interact with customers using these UIs. Agents can take notes while working alongside the UIs you create. If needed, administrators can configure the application to screen pop to the custom UI.

Use Visual Builder Studio to expose your UIs in the application.

To render the Chat or Phone Call panels in pages you create, you need to add the fragment cx-svc-mca-communicator to the page with required input parameters.

The following table shows the properties of the cx-svc-mca-communicator fragment.

Name Description Default value
appExtensionId App Extension ID of the base application. oracle_cx_serviceUI
chatHeaderLayout For changing the default chat header layout to a new layout. chatHeader
chatHeaderMetadata Chat header metadata provider. 
{
"type": "vb/DynamicLayoutMetadataProviderDescriptor",
"defaultValue": {
"endpoint": "oracle_cx_serviceUI:contacts/get_contacts"
}
}
contactVerificationLayout For changing the default contact verification layout to a new layout. contactVerify
ctiHeaderContext CTI header context for changing the call header layout to a new one. ctiHeader
mcaRestApiGroupNames MCA Rest API group names used by MCA components. NA
msiContext MSI context. {}
optInFeatures List of opt-in features that should be enabled. For example, for enabling Agent Assist, recommended actions and summarization set the value as ["agent_assist", "recommended_actions", "summarization"]. []
wrapupMetadata Wrap up metadata provider. 
{
"type": "vb/DynamicLayoutMetadataProviderDescriptor",
"defaultValue": {
       "endpoint": "oracle_cx_serviceUI:wrapUps/create_wrapUps"
   }
}
wrapUpReadonlyMetadata Wrap up read only metadata provider. 
{
"type": "vb/DynamicLayoutMetadataProviderDescriptor",
"defaultValue": {
    "endpoint": "oracle_cx_serviceUI:wrapUps/get_wrapUps"
    }

The fragment also handles the broadCastChannel messages and performs the required actions. For example, resolving the external URL for the KM article, opening the KM article from snippets, and propagating other events from the mca-communication-wrapper to the custom pages.

The following tables shows the events that are triggered from the fragment to the container:
mcaEngagementAddedEvent Triggered when a Chat Offer or Call Notification is accepted.
mcaEngagementRemovedEvent Triggered when engagement has been removed.
mcaEngagementStateChangeEvent Triggered when the engagement state changes.
mcaEngagementStartWrapupEvent Triggered when the engagement has transitioned to the Wrap Up phase.
mcaEngagementWrapupEndedEvent Triggered when the engagement has completed.
kmArticleOpenEvent Triggered when agent opens a KM article from suggestions.
kmArticleShareToChatEvent Triggered when an agent shares a suggestion in a chat.
kmArticleShareToEmailEvent Triggered when an agent shares a suggestion to email.
mcaRecommendationEvent Triggered when an agent performs a recommended action.
mcaDelegatedRecommendationEvent Triggered to check if the recommendation is delegated.

Required changes for implementing custom page screenpop in MSI mode

  1. Create an app UI and update the page JSON to support embedded navigation: 
    "navigation": { "fromExternal": "enabled", "embeddable": "enabled" }
  2. Add following metadata:
    "contactsGetContactsMetadata": {
"type" : "vb/DynamicLayoutMetadataProviderDescriptor",
"defaultValue" : {
"endpoint" : "oracle_cx_serviceUI:contacts/get_contacts"
}
}
  3. Add the fragment cx-svc-mca-communicator to the page.

Steps to configure the profile option to enable Presence in the Global Header

To enable this functionality Presence must be enabled in the Global Header. Set the profile option ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED to Yes, and Global Presence will be enabled. You can set this profile option either at a Site level or at a User level.

  1. In Setup and Maintenance, click the Tasks icon, then click Search.
  2. Search and select Manage Administrator Profile Values.
  3. Enter ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED in the Profile Option Code field.
  4. In the Profile Values section, do one of the following:
    • Set the Profile Value to Yes if you want all users to be able to set their presence from the global header.
    • Set the Site Level to No and add a new row for each user who would need to set their presence from the global header.
  5. Click Save and Close.