9Computer Telephony Integration (CTI)

This chapter contains the following:

Overview of Computer Telephony Integration (CTI)

Computer telephony integration (CTI) enables integration of third party media toolbars with Oracle Cloud Applications. Media toolbar is displayed if the company has enabled the partner CTI service, and the signed-in user has the privilege 'Access Partner Media Toolbar' to access the toolbar.

CTI integration provides 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

Configure MCA Profile Options

Profile options let you configure and control application data centrally. Use the MCA profile options to manage the MCA run time profile option values. Administrators and setup users manage MCA profile options in the Setup and Maintenance work area.

To configure the MCA Profile Options:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Manage MCA Profile Options

  2. Click the Actions > Edit option or click the profile option link..

    This displays the Manage MCA Profile Options page for the selected profile option code.

  3. In the Profile Values section for the profile option code, set the Profile Value for the Site Profile Level.

  4. In the selected profile value, click the Add New icon to add a profile value.

  5. Click Save or Save and Close to save the configuration.

MCA Profile Options

The following table lists the various MCA profile options that you can configure:

Profile Option Description

SVC_MCA_DISABLE_JWT

Enables or disables the JWT token generation.

SVC_MCA_DISABLE_OUTBOUND_CONTACT_VERIFY

Enables or Disables automatic display of contact verification screen for outbound calls. If enabled it will override the call flow parameter configurations.

SVC_MCA_DISABLE_OUTBOUND_WRAP_UP

Enables or disables automatic display of the wrap-up screen for outbound calls. If enabled it will override the call flow parameter configurations for wrap up.

SVC_MCA_ENABLE_ENGAGEMENT_SYNC

Controls the in-focus chat interactions to be automatically associated to their screen popped tabs.

SVC_MCA_ENABLE_LIVE_WINDOW

Enables or disables the ability to launch the Live Window.

SVC_MCA_LIVE_WINDOW_PROPS

Defines the display properties used to launch Live Window

SVC_MCA_OVERRIDE_LIVE_WINDOW_LOC

Defines the ability to override the Live Window end point.

SVC_MCA_RECORD_ACTIVITIES_YN

Indicates whether activities must be logged for real time interactions.

SVC_MCA_RT_CHECK_EVENT_DISPATCH_INTERNAL_MS

Sets the number of milliseconds the user must wait for the start communication event. We recommend that you don't modify this value unless instructed by support.

SVC_MCA_RT_EVENT_DISPATCH_MAX_RETRIES

Sets the number of times the user must wait for reverse lookup to return before running the start communication event. We recommend that you don't modify this value unless instructed by support.

SVC_MCA_SHOW_CONTACT_ON_WRAP_UP

Indicates whether to show the contact information during the wrap up process.

This topic describes how to import and export data from and into .CSV format files.

To import and export data::

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

  2. Go to the relevant task, and click the Actions menu next to it. The tasks that you can perform are:

    • Configure Call Flow Parameters

    • Manage Application Classifications

    • Manage Media Toolbar Configuration

    • Manage Screen Pop Configuration

  3. Click Export Data > Create New to export the data in a .CSV file format.

  4. Click Export Data > View All to view all the exported .CSV files.

  5. Click Import Data > Create New to import the data in a .CSV file format.

  6. Click Import Data > View All to view all the imported .CSV files.

An administrator can configure both the horizontal toolbar and vertical media toolbar. The media toolbar is displayed in the following ways:

  • If the company has enabled partner Computer Telephony Integration (CTI) service.

  • When the signed-in user has the access privileges to a toolbar.

An administrator can configure multiple media toolbars, and specify a default.

Live Window is an alternative to the media toolbar. For more information about the live window, see the "Configuring Live Window for CTI" topic.

While configuring the toolbars, you can also configure incoming call notification window. The notification window displays basic details about the incoming call.

To configure the media toolbar, do the following:

  1. In the Setup and Maintenance work area, click the Tasks icon.

  2. Select Search.

  3. Search for the following string:

    Manage Media Toolbar Configuration

  4. Click the Manage Media Toolbar Configuration link.

    This displays the Manage Media Toolbar Configuration page

  5. Click the Add New icon to add a toolbar.

  6. Enter a toolbar name.

  7. From the Status options, select Enabled to make the toolbar active. If a default toolbar is already specified, this field is disabled by default.

  8. Select the layout. The layout is selected as Embedded (Horizontal) by default.

  9. To configure a horizontal toolbar:

    1. Enter the URL of the toolbar. This URL is derived from the third-party application that you have installed to integrate the toolbar.

    2. To view the toolbar as it appears after configuration, click Preview.

    3. Enter a toolbar height that's not more than 70 pixels.

    Note: You can implement a Headless Toolbar (or a hidden toolbar) by setting the toolbar height to 0. Any third-party applications that you have installed to integrate the toolbar will provide your users media channel control capabilities.
  10. You can optionally add a vertical toolbar. To add a vertical toolbar:

    1. Select On.

    2. Enter a URL based on the third-party toolbar application.

    3. Enter a height and a width that aren't more than 470 pixels each.

  11. To display the incoming call notification:

    1. Select On.

    2. Enter the URL for the notification window.

    3. Enter a window height of maximum 180 pixels and a width of not more than 350 pixels.

  12. Select the newly added toolbar from the list of toolbars and click Default to set the toolbar as a default one for all the enabled users.

  13. Click Save or Save and Close.

Overview of Live Window and Companion Tab

Live Window is a user interface in a dedicated window that assists agents in handling interactions with customers using telephony and real-time web channels including Chat, and Live Video. When enabled, you can open Live Window through a dedicated icon in the Omnichannel Headset availability group icon. The media toolbar is an alternative to Live Window. For more information about the media toolbar, see the "Configuring the Media Toolbar: Procedure".

Live Window opens in a separate browser window, which enables agents the flexibility of sizing and placement of the window, based on their environment and needs. Third-party telephony partners have the ability to embed their control toolbars into the Live Window: this enables agents to use all of the control functionality from the telephony partners, such as accept, reject, and transfer phone communications.

The Companion Tab is a screen that appears on the Live Window. The tab provides additional screen real estate, enabling you to embed value-added functionality as part of your phone controls. You can use the tab for features such as administrator dashboards or phone reports which provide additional value and flexibility in the engagement center.

Using the ease and flexibility of both the Live Window and Companion Tab, Omnichannel users can use this as a single location for their channel controls, resizing the Live Window if using a single monitor to fit neatly next to their CRM window. This enables easy movement between customer interactions with access to their CRM transactional information. For users that have two monitors, the Live Window can be moved to the second monitor providing additional real estate for the CRM window.

Configure Live Window and Companion Tab for CTI

This topic describes how to configure Live Window and Companion Tab for CTI.

To configure Live Window and Companion Tab:

  1. In the Setup and Maintenance work area, click the Tasks tab icon.

  2. Select Search.

  3. Search for the following string:

    Manage Media Toolbar Configuration

    This displays the Manage Media Toolbar Configuration page.

  4. Click the Add New icon to add a toolbar.

  5. Enter a toolbar name.

  6. Select Enabled to make the toolbar active. If a default toolbar is already specified, the new toolbar you're creating is Disabled by default.

  7. The Layout is selected as Embedded (Horizontal) by default. Select Live Window (Vertical).

  8. Specify the communication panel URL in the Communication Panel URL text box.

    Note: This URL is derived from the third-party telephony partner application that you have installed to integrate the toolbar.
  9. Enter the label in the Communication Panel field.

  10. Select Yes in the Companion Tab field to display the companion Tab in the Live Window.

  11. Enter the Label to appear on the Companion Tab.

  12. Enter an optional Communication Tab Default URL that was provided by your telephony partner. This content is displayed on initialization of the Live Window.

  13. To enable Live Window notification, select Enabled for the Live Window Notification option.

  14. (Optional) To make Live Window the default toolbar, select the check mark icon in the Default column of the Live Window row.

  15. Click Save or Save and Close.

You can specify the business objects for reverse lookup and screen pop using business object configuration. This includes configuring a standard business object or a user business object. A standard object is based on an out-of-the-box business object. A user business object is based on a user-defined business object that's created using the Application Composer. For more information about creating user business objects using Application Composer, see Oracle Sales Cloud Extending Sales guide.

To configure a business object:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Manage Business Objects Configuration

    The Manage Business Objects Configuration page is displayed.

  2. View the business objects that are read only, and user objects that can be created, modified, and deleted.

Create a Standard User Business Object

A standard business object is based on a previously configured business object, such as Service or Queue. To create a standard business object:

  1. Click the add icon.

  2. Select object type as Standard.

  3. Type a previously configured object name. For example, type ServiceRequest.

  4. Specify the full object path.

    Note: The object path is the Page Path for the task flow. In commonly used pages, these are pre-seeded. However, if you create a new object, you must contact support to obtain your object path.
  5. Click Add.

  6. Click Save or Save and Close.

Create a User Business Object

To create a user business object, you must first create a user object in the application by using the Application Composer. Create the fields, pages, and security settings for the new object. For example, create an object called SRTickets in the Service application. For more information about creating a user business object, see Oracle Sales Cloud Extending Sales guide. To create a user business object:

  1. Click the add icon.

  2. Select object type as User-Defined.

  3. Select the application in which you created an object. For example, select Service application.

  4. Type the name of the user-defined object that you created and click Validate. For example, type SRTickets.

    If the object name is valid, the object full path is displayed.

  5. Click Add.

  6. Click Save or Save and Close.

You can configure screen pop pages to display pages of information that can aid an agent to start a customer interaction efficiently. For example, you can configure a screen pop page to display information about an open ticket logged by the call-in customer. Configuring the screen pop page has the advantage of expediting the call, while not having to ask the customer for basic information.

You can create screen pop pages for ready-to-use standard business objects or for user-defined objects. To create screen pop for user-defined objects, you must first create the objects, define the fields, pages, and other elements using Application Composer. For more information about creating user-defined business objects using Application Composer, see Oracle Engagement Cloud Extending Sales and Service guide.

Configuring a screen pop page includes the following steps to be performed in Setup and Maintenance.

  1. Configure business objects. These business objects are associated with standard or user-defined objects. Standard objects include ready-to-use objects, such as Service Requests or Queues, and the user-defined objects are created by the user.

  2. Create tokens. Tokens are associated with the attributes of a business object. For example, you can create a token called SVC_INVOICE_DATE and associate it with the Invoice_Date field of the Invoices business object.

  3. Map pages. Mapping associates a screen pop page with the pages of the underlying standard or user-defined object.

  4. Create rules. Rules determine the page that's displayed when passing a token. Rules are defined in order of priority. For example, create rules that, if a service request number is available, display the service request page. If no service request number is available, but there is a contact identified, display the Edit Contact page. If no service request or contact information is available, display the Create Contact page.

The following figure illustrates the process of configuring screen pop pages:

Screen pop pages configuration flow including configuring
business objects, creating tokens, mapping pages, and creating rules.

This topic describes how to configure screen pop pages.

Configuring a screen pop page includes the following steps:

  1. Configuring a business object

  2. Creating a token

  3. Mapping a page

  4. Defining rules

To configure a screen pop page:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Manage Screen Pop Configuration

The Screen Pop Configuration page is displayed.

Create a Business Object

Business object configuration enables you to specify the business objects that can be used for reverse lookup and for screen pop. You can configure a standard business object or a user business object. A standard object is based on a ready-to-use business object and a user business object is based on a user-defined business object that's created using the Application Composer. For more information about creating user business objects using Application Composer, see Oracle Engagement Cloud Extending Sales guide.

A standard business object is based on a preconfigured business object, such as Service or Queue.

To view a standard business object:

  1. Click the Business Objects tab.

    Business Objects tab lists standard and user-defined business objects. The standard or the predefined objects cannot be modified or deleted.

  2. Click the Systems Objects tab.

  3. View the mapped system objects.

  4. Click Save or Save and Close.

To create a user business object, you must first create a user object in the application by using the Application Composer. Create the fields, pages, and security settings for the new object. For example, create an object called SRTickets in the Service application. For more information about creating a user business object, see Oracle Engagement Cloud Extending Sales and Service guide.

To create a user business object:

  1. Click the Business Objects tab.

    Business Objects tab lists standard and user-defined business objects. The standard or the predefined objects cannot be modified or deleted.

  2. Click the User Business Objects tab.

  3. Click the add icon.

  4. Select object type as User-Defined.

  5. Select the application in which you created an object. For example, select Service application.

  6. Type the name of the user-defined object that you created and click Validate. For example, type SRTickets.

    If the object name is valid, the object full path is displayed.

  7. Click Add.

  8. Click Save or Save and Close.

Create a Token

To create a token:

  1. Click the Tokens tab.

    Tokens tab lists standard and user-defined tokens. The standard or the predefined tokens cannot be modified or deleted.

  2. Click the User-Defined Tokens tab.

  3. To add a token, click the add icon.

    A token consists of the following details:

    • Name: Any alphanumeric value that represents the token

    • Token Code: Unique code that's used to represent a token

    • Description: String to provide extra information about the token

    • Object Name: Business object to which the token is associated. Object Name is an optional value.

    • Object Attribute: Attribute of a business object that's associated with the token. Attribute is an optional value.

  4. Specify the values for the token and click Save.

Map Screen Pop Page

After creating the token, map a screen pop page to an existing page of the associated business object. To map a screen pop page:

  1. On the Screen Pop Page Configuration page, click the Pages tab.

  2. To create a page mapping, click the add icon.

  3. Select a Standard or a User-Defined type.

  4. Select an Object Name.

  5. Enter a Page Name.

  6. Enter a Page Title for the screen pop page. A title can contain a title prefix, the name of the token, and a title suffix. One of these values is mandatory.

  7. If you have selected a User-Defined type of mapping, the Page Path is displayed automatically when you select the page. However, for a standard mapping, you must specify the page path. After specifying a page path, click Inspect to validate the page path and to list the page parameters.

  8. In the Page Parameters Mapping section, associate required parameter with a token or a user-defined value. Based on the input that's passed to one or more page parameters, the information is displayed in the page. For example, based on the invoice number parameter, the invoice details screen is displayed.

  9. Click Save.

The Show Only Used check box lists only those pages that are specified in a rule.

Define Screen Pop Rules

Screen pop configuration rules determine which set of rules must be applied when a screen pop logic is invoked. Different screen pop rules can be invoked based on a number of different variables, such as application classification and channel. Based on the input parameters, you can choose from a number of different pages to screen pop to the agent. For example, pages such as the Contact Edit, Account Edit, and Service Request edit pages can be displayed to the customer. Additionally, you can choose to create an object, such as a service request. This framework also allows for user-defined objects to be presented to the agent as part of the screen pop process.

Define rules in order of priority to display a screen pop page, when an associated token value is available. If a rule in a higher priority isn't satisfied, the next in the order is checked. To define rules:

  1. On the Screen Pop Page Configuration page, click the Rules tab.

  2. First, create a rule set. A rule set consists of one or more rules that are defined in an order of priority. To create a rule set:

    1. Click the add icon. You can also select Duplicate from the Actions menu to duplicate an existing rule set.

    2. Enter a Rule Set Name.

    3. Select an Application Classification to which the rule set belongs.

    4. A rule set is Active by default. To deactivate a rule set, clear the Active option.

    5. Enter a description for the rule set.

  3. Next, add rules to the rule set. To add rules:

    1. Click the add icon.

    2. The priority column displays the order of priority in which the rules are checked. You can change the priority by clicking up arrow and down arrow icons.

    3. A rule is enabled by default. Clear the Enable option to disable a rule.

    4. Select the communication channel to which the rule is applied. For example, a rule is applied only when an agent receives a service phone call or when there is a chat alert from a customer. You can add or modify the channels list by modifying the associated lookup values.

  4. Select a Token name.

  5. Select a page to display, when a token value is available.

  6. Click Save.

  7. When you're finished creating the rule sets, click Done.

Create Lookup Filters

Lookup sets are grouped by application classification. They contain one or more lookup filters defined in an order of priority, and each lookup filter is associated with a token. When customers make service calls, they provide information such as Customer ID, Date of Birth, and First Name through an Interactive Voice Response (IVR) tool. Customer details are extracted from the database based on the availability of the token value, starting from the token of highest priority.

Use this page to configure reverse lookups and lookup filters for channel driven interactions with customers. Order the filters by the priority in which the tokens are evaluated. To create a new lookup filter, you can duplicate an existing one and make modifications. To create a new lookup filter from scratch, perform the following steps:

  1. On the Screen Pop Page Configuration page, click the Lookup Filters tab.

  2. Click the Add icon to create a lookup set.

    1. Enter a name.

    2. Select an Application Classification from the drop-down list.

    3. Select the Active option to activate a lookup set.

    4. Enter a Description.

  3. Add filters within the newly created lookup set. To add filters, click the add icon.

    1. Enter a name.

    2. Select the interaction channel from the Channels drop-down list. The filter is applied to the selected interaction channel.

    3. Select a Token from the drop-down list. When you select a token, the associated object name is displayed in the Object Name column.

    4. Add more filters if required.

      You can reorder the filters by clicking the up and down arrow icons. Alternatively, click the Actions drop-down list or select Move Up or Move Down option.

  4. Click Save or Save and Close.

The call flow parameters determine the default and administrator-defined actions to be performed for a customer interaction. Customer interactions include calls or chats with the customer. Administrator-defined settings override the default settings.

You can specify the settings listed in the following table:

Setting Options Description

Contact Required

Yes/No

Specifies whether the contact details of a customer must be displayed.

Contact Verification

Yes/No

Specifies whether the customer details must be verified at the beginning of the call or chat.

Screen Pop

Yes/No

Specifies whether a screen pop page must be displayed.

Wrap Up

Yes/No/Server Driven

Specifies whether a customer interaction requires wrap up. Select the Server Driven option to get notified by the toolbar if an interaction must be wrapped up.

To configure call flow parameters:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Configure Call Flow Parameters

  2. Specify default settings for all interaction channels in the Default Settings section.

  3. In the Administrator-Defined Settings section, specify the settings for the individual interaction channels. These settings override the default settings. For example, if the default setting is to not verify a contact, but for a service phone channel the Contact Verification is set to Yes, the contact of the caller is verified.

    Note: If you specify Yes in the Wrap Up setting for the Chat channel, the wrap up details and the transcript for every chat are saved.
  4. Click Save or Save and Close.

You add or remove fields to modify the default contact search page. To modify the default contact search page, perform the following procedure:

  1. Click Navigator > Configuration > Sandboxes, then activate a sandbox.

  2. In the Setting and Actions menu, select Edit Pages.

  3. In the Edit Pages window, select Site, and click OK. The Page Composer is displayed.

  4. Select the Add Content tab.

  5. Select the Contact Search option from the Tools group in the Navigator.

  6. In the Contact Search page, click Advanced.

  7. Add custom fields and click Save.

  8. Specify a search name and select Set as Default option to set the search as default.

  9. Click OK, and select the Contact Search window.

  10. Close the Contact Search window.

  11. In the Editing User Interface screen, open the Select tab.

  12. Click Service, and then click Edit Component.

  13. In the Edit Components window, click OK.

  14. Verify the changes and publish the sandbox.