Render chat and phone call panels in the UI pages based on custom objects

Extend your service application to render the chat and phone call panels in UI pages based on custom objects, allowing your agents to interact with customers through these UIs. Agents can take notes while working alongside the custom UI. If needed, administrators can configure the application to screen pop to the custom UI.

Expand your use of live channels across more UI pages by rendering the chat and phone call panel in custom UIs. 

Steps to Enable

Leverage the Visual Builder Studio to expose your applications. To learn more about extending your application using Visual Builder, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

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

The table below provides the properties for the fragment  'cx-svc-mca-communicator':

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  
msiContext MSI context {}
optInFeatures List of optin 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 Wrapup Metadata provider

{
"type": "vb/DynamicLayoutMetadataProviderDescriptor",
"defaultValue": {
       "endpoint": "oracle_cx_serviceUI:wrapUps/create_wrapUps"
   }
}
wrapUpReadonlyMetadata Wrapup Readonly 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 propagate other events from the mca-communication-wrapper to the custom pages.

Following are the list of events triggered from the fragment to the container:

Name Description
mcaEngagementAddedEvent This event is triggered when a Chat Offer or Call Notification is accepted.
mcaEngagementRemovedEvent This event is triggered when engagement has been removed.
mcaEngagementStateChangeEvent This event is triggered when the engagement state changes.
mcaEngagementStartWrapupEvent This event is triggered when the engagement has transitioned to the Wrap Up phase.
mcaEngagementWrapupEndedEvent This event is triggered when the engagement has completed.
kmArticleOpenEvent This event is triggered when agent opens a KM article from suggestions.
kmArticleShareToChatEvent This event is triggered when an agent shares a suggestion in a chat.
kmArticleShareToEmailEvent This event is triggered when an agent shares a suggestion to email.
mcaRecommendationEvent This event is triggered when an agent performs a recommended action.
mcaDelegatedRecommendationEvent This event is triggered to check if the the recommendation is delegated.

Changes required 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

Tips And Considerations

This feature works only when the Presence is enabled in the Global Header. 

Steps to configure the Profile Option to Enable Presence in the Global header

The profile option "ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED" determines whether you have opted in for global presence across the application. You can set this profile option either at a site level or at a user level.

Note: Enable this profile option only if you are using Service Center with the Redwood user experience

To configure the profile options for enabling presence in the global header:

  1. Navigate to the Setup and Maintenance work area and open the Tasks panel tab.
  2. Click Search from the list of displayed tasks.
  3. In the Search field, type Manage Admin.
  4. From the displayed list of tasks, click Manage Administrator Profile Values.
  5. Search for the profile option code “ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED"
  6. In the Profile Values region, specify the values in the Profile Value column for the Site Profile Level to 'Yes' if you want all users to set their presence from the global header.
  7. Alternatively, set the Site level value to 'No' and add a new row for every user who would set their presence from the global header.
  8. Click Save and Close.

Key Resources

Oracle Video Hub Channel for Extensibility

Access Requirements

Oracle Visual Builder Studio