Computer Telephony Integration is Available for Help Desk in the Redwood Experience

Computer Telephony Integration (CTI) can now be used with the Redwood Help Desk user interface through use of the MCA framework. Incoming calls are routed by the 3rd party voiice system to an available agent. Using the MCA framework, the agent sees a popup dialog on the help desk desktop showing the caller's information (if the caller's originating phone number is recognized). Agents must set themselves as available by clicking on the phone availability icon in the UI shell to receive inbound phone calls.

The inbound call flow allows the agent to verify the caller's identity using information such as the employee's email address and quickly see all of the requests associated with the employee to which the agent has privileges. If more than one employee is associated with the inbound phone number, the agent can choose the primary contact from a list of employees. The agents can also add notes at the end of the call and record the outcome.

The inbound call flow allows the agent to quickly locate and verify a caller's identity using information such as the employee's email address and see all of the requests associated with the employee to which the agent has privileges. 

Steps to Enable

The MCA framework provides the interface to connect with third party Telephony providers. It is expected that each implementing customer will either work with a telephony partner that provides an MCA integration or employ its own consultants or in-house developers to write an adapter between the telephony API and Fusion.

Tips And Considerations

This feature requires users to set their availability in the Global Shell.  To enable users to access the availability controls, check for the following

Under Setup and Maintenance, confirm:

  • Manage Administrator Profile Values -> ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED = Yes
  • Manage Administrator Profile Values -> SVC_HD_SHOW_AVAILABILITY = N
  • Manage Omnichannel Profile Options -> SVC_ENABLE_OMNI = Yes

Refer to What's New in 23C for more information on setting presence and availability in the Global Shell.

You can also build an integration to other voice providers using the provided Media Toolbar APIs.  

Key Resources

You may want to refer to the following:

Shortly after this feature is generally available, a demo will be found on Oracle Video Hub.

Access Requirements

This feature is available by default to users who are enabled for Phone. Agents must set themselves available for the phone channel.