5Implement Oracle Loyalty Service Requests

This chapter contains the following:

• Set Up Oracle Loyalty to Support Computer Telephony Integration (CTI)

Set Up Oracle Loyalty to Support Computer Telephony Integration (CTI)

What is Computer Telephony Integration (CTI)? CTI enables the integration of third party media toolbars with Oracle CX applications. Here are a few things to keep in mind: the media toolbar is only displayed if the company has enabled the partner CTI service. Also, the signed-in user must have the privilege 'Access Partner Media Toolbar' to access the toolbar.

Note: This guide complements the Oracle B2B Service Implementing B2B Service guide, and this topic complements specifically the chapter Configuring Computer Telephony Integration (CTI). This guide assumes that you're familiar with Oracle CX Sales and B2B Service functionality.

Here's how you set up CTI in Oracle Loyalty:

1. Open Setup and Maintenance and select Sales from the Setup menu.

2. In the Functional Areas list, click Sales Foundation and go to the Manage Administrator Profile Values task.

3. First, in the Manage Administrator Profile Values task, enable the following Profile Option Code: SVC_PARTNER_MEDIA_TOOLBAR_ENABLED

4. Next in the Manage Screen Pop Configuration task, you must define a set of rules for your screen pops. Create the rules that must be applied, in order of priority, when Oracle Loyalty invokes a screen pop. Here is the rule you need for your Oracle Loyalty CTI integration.

   Note: You can search for tasks using the Search Tasks field or the Task icon.

   Channels	Tokens	Page to Pop
   All	Loyalty Member Number	Loyalty Member Edit

• Implementing B2B Service

• Implementing Sales