Oracle Accessibility Conformance Report

VPAT® Version 2.0 - October 2017

Name of Product:

Oracle Fusion Engagement Cloud Chat 11.13.20.01.0

Product Description:

Oracle Fusion Engagement Cloud Chat provides the chat communication channel. Oracle Fusion Engagement Cloud Chat provides real-time communication via instant messaging between users in a service web instance and a service agents. Chat is embedded as a standard pre-built component with Digital Customer Service. By connecting every live chat with the complete customer profile, answers can be delivered both in context and with an eye toward the overall customer experience.

Date:

21-Dec-2019

Archive Note:

This VPAT applies to only versions 11.13.20.01.0 through 11.13.20.10.0. It does not apply to any versions of Oracle Fusion Engagement Cloud Chat after this.

Contact Information:

accessible_ww@oracle.com

Notes:

This VPAT does not cover the following product areas:

PDF and ePub files

Oracle Fusion Applications have several runtime modes, set via accessibility preferences, such as screen reader, high contrast, and large fonts modes. Please consult Oracle Fusion Applications Help for detailed information on accessibility preferences.

Dependent Products

This product interacts with or is built with the other Oracle products listedin this section. Click below to view information about the accessibility ofthese dependent products. Products listed are the versions available at thetime of publication of this document; newer documents may be available that supersedethese versions.

Evaluation Methods Used:

Oracle's policy is to design, develop and test both products and documentation to be accessible. The recommended styles of testing for accessibility include: (i) algorithmic automated tests, (ii) human judgement tests such as tool-assisted tests, visual inspection and manual operation, and (iii) testing with assistive technology by people with and without disabilities. Additional information about Oracle's accessibility program is available on http://www.oracle.com/corporate/accessibility/index.html

Accessibility Standards/Guidelines

This report covers the degree of conformance for the following accessibility standard/guideline:

Standard/Guideline	Included In Report
Web Content Accessibility Guidelines 2.0, at https://www.w3.org/TR/2008/REC-WCAG20-20081211/	Level A - Yes Level AA - Yes Level AAA - No
Section 508 as published in 2017, at https://www.Section508.gov	Yes

Terms

The terms used in the Conformance Level information are defined as follows:

Supports: The functionality of the product has at least one method that meets the criteria without known defects or meets with equivalent facilitation.
Supports with Exceptions: Some functionality of the product does not meet the criteria.
Does Not Support: Majority of functionality of the product does not meet the criteria.
Not Applicable: The criteria are not relevant to the product.

WCAG 2.0 Report

Table 1 also documents conformance with:

Section 508: Chapter 5 - 501.1 Scope, 504.2 Content Creation or Editing, and Chapter 6 - 602.3 Electronic Support Documentation

Note: When reporting on conformance with the WCAG 2.0 Success Criteria, they are scoped for full pages, complete processes, and accessibility-supported ways of using technology as documented in the WCAG 2.0 Conformance Requirements.

Table 1: WCAG Conformance Criteria

Criteria	Conformance Level	Remarks and Explanations
1.1.1 Non-text Content (Level A)	Supports with Exceptions	The product was tested for: Control and input field has an associated label that describes its purpose. Images that convey information have meaningful alternative text using ALT. Images that are decorative are marked up using ALT="". No time based media is used. CAPTCHAs are not used. Non-text characters are not used or have meaningful alternative text. Title for Objects and Applets are provided. Information shown in complex images such as charts is also available in an alternative textual form Bug - 29423038 - For screen reader users communicating to a consumer via chat. If the consumer ends the conversation, there is no audio indication of this for the screen reader user.
1.2.1 Audio-only and Video-only (Prerecorded) (Level A)	Not Applicable	No pre-recorded audio-only or video-only content is being used.
1.2.2 Captions (Prerecorded) (Level A)	Supports	The product was tested for: Pre-recorded video includes captions embedded in the media (potentially as a second version of the media)
1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A)	Supports	The product was tested for: Pre-recorded video includes an alternative to the video
1.2.4 Captions (Live) (Level AA)	Not Applicable	No live audio content in video is being used.
1.2.5 Audio Description (Prerecorded) (Level AA)	Not Supported	Bug 26554336 - Prerecorded videos do not include audio description
1.3.1 Info and Relationships (Level A)	Supports	The product was tested for: User interface component labels are associated with the fields they are labeling. Table markup is used for marking up data tables, including row and column headers and table captions/summaries where appropriate Headings are encoded with HTML heading tags.
1.3.2 Meaningful Sequence(Level A)	Supports	The product was tested for: The sequence of elements in the DOM matches a logical reading sequence
1.3.3 Sensory Characteristics(Level A)	Supports	The product was tested for: Instructions provided do not refer to things solely based on their sensory characteristics such as shape, size, visual location, orientation, color, or sound.
1.4.1 Use of Color(Level A)	Supports	The product was tested for: Information conveyed by color is available in alternative formats, such as shape, text, font weight Information conveyed by color has a contrast ratio of at least 3:1
1.4.2 Audio Control(Level A)	Not Applicable	No live audio content in video is being used.
1.4.3 Contrast (Minimum) (Level AA)	Supports	The product was tested for: Large-scale text and images of large-scale text have a contrast ratio of at least 3:1. Other text and images of text have a contrast ratio of at least 4.5:1.
1.4.4 Resize text(Level AA)	Supports	The product was tested for: Text can be resized up to 200% without loss of content or functionality
1.4.5 Images of Text(Level AA)	Supports	In this product, images of text are not used
2.1.1 Keyboard(Level A)	Supports with Exceptions	The product was tested for: Ability to perform functions from the keyboard only Logical movement of focus through the controls Proper operation of unique keystrokes and access keys, including those listed in the product documentation Bug 30521863 - Whilst in screen reader mode and navigating the chat transcript, each posted message and its timestamp is read character by character. After the last digit of each timestamp the screen reader omits a space character and reads the next character in the message. Bug 30521920 - While in screen reader mode, if a user has multiple active chat sessions and they navigate between each session, from the top of the chat panel, the screen reader reads "Incoming Chat" despite that the chat had previously been accepted. The workaround is to ignore the "Incoming Chat" message when navigating between more than one active chat session.
2.1.2 No Keyboard Trap (Level A)	Supports with Exceptions	The product was tested for: Movement of focus through each control using only the keyboard, with no "keyboard trap" that prevents focus from moving away from any control. Bug 29520805 - During keyboard testing, after navigating to the chat transfer button and opening the transfer queue user interface, users are not able to close the transfer queue page. Users can select a queue which will transfer the chat to the new queue, removing the chat from their Live Window. If the user wishes cancel the transfer and return to the active chat, they will need to refresh Live Window.
2.2.1 Timing Adjustable(Level A)	Supports	The product was tested for: Time limits used are part of a real-time event, or an essential activity
2.2.2 Pause, Stop, Hide (Level A)	Supports	The product was tested for: Moving, blinking, or scrolling information that is designed to last for more than five seconds can be paused
2.3.1 Three Flashes or Below Threshold(Level A)	Supports	The product was tested for: No portion of the screen flickers or flashes with a frequency between 2 Hz and 55 Hz
2.4.1 Bypass Blocks(Level A)	Supports	This product was tested for: Structure and hierarchy is marked up with Header elements outside of repetitive navigation links
2.4.2 Page Titled(Level A)	Supports	The product was tested for: Pages have a meaningful title specified in the TITLE element
2.4.3 Focus Order(Level A)	Supports	The product was tested for: Logical movement through the focusable components using only the keyboard, in an order that follows a meaningful sequence
2.4.4 Link Purpose (In Context)(Level A)	Not Applicable	In this product, links are not used with chat.
2.4.5 Multiple Ways(Level AA)	Supports	The product was tested for: The pages are fully inter linked to each other. The pages contain controls that enable reaching all pages.
2.4.6 Headings and Labels(Level AA)	Supports	The product was tested for: Headers describe the topic or purpose of the content below them. Labels describe the purpose of the associated field.
2.4.7 Focus Visible(Level AA)	Supports	The product was tested for: Visual indication of the location of the focus.
3.1.1 Language of Page(Level A)	Supports	The product was tested for: Properly setting the language based on the language setting for the user in the client.
3.1.2 Language of Parts(Level AA)	Supports	The product was tested for: Proper use of lang attribute for text passages that are in a different language than that of the page
3.2.1 On Focus(Level A)	Supports	The product was tested for: When an element receives focus, it does not result in a substantial change to the page, an additional change of keyboard focus
3.2.2 On Input(Level A)	Supports	The product was tested for: In circumstances where changing the value of the components causes a substantial change to the page, warning is given prior to the user interacting with those user-interface components
3.2.3 Consistent Navigation(Level AA)	Supports	The product was tested for: Pages that are grouped together into sets with a common navigation mechanism utilize that navigation mechanism in the same fashion, with navigation elements appearing in the same relative order each time
3.2.4 Consistent Identification(Level AA)	Supports	The product was tested for: Images and controls are used and identified consistently throughout the product
3.3.1 Error Identification(Level A)	Supports	The product was tested for: When input errors are detected, they are described to the user in text, including identifying the item where the error occurred
3.3.2 Labels or Instructions (Level A)	Supports	The product was tested for: Labels and/or instructions are provided when the product requires user input
3.3.3 Error Suggestion (Level AA)	Supports	The product was tested for: Where suggestions for fixing an input error are known, they are provided to the user
3.3.4 Error Prevention (Legal, Financial, Data)(Level AA)	Supports	The product was tested for: Submissions are reversible. Data entered by the user is checked for input errors with and the user is provided an opportunity for the user to correct them and can be reviewed A mechanism is available for reviewing, confirming, and correcting information before finalizing the submission
4.1.1 Parsing(Level A)	Supports	The product was tested for: Elements in HTML content have complete start and end tags, are properly nested, do not contain duplicate attributes, and have unique IDs Pages validate to the HTML specification
4.1.2 Name, Role, Value (Level A)	Supports	The product has been tested for: Controls have a programmatically associated name, derived from the appropriate elements and attributes including LABEL, TITLE, SUMMARY, CAPTION, etc. Additional state information is programmatically exposed for controls, such as whether a field is 'required'

2017 Section 508 Report

Chapter 3: Functional Performance Criteria (FPC)

Criteria	Conformance Level	Remarks and Explanations
302.1 Without Vision	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.2 With Limited Vision	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.3 Without Perception of Color	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.4 Without Hearing	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.5 With Limited Hearing	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.6 Without Speech	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.7 With Limited Manipulation	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.8 With Limited Reach and Strength	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.9 With Limited Language, Cognitive, and Learning Abilities	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.

Chapter 4: Hardware

These criteria are all Not Applicable because the product is not Hardware

Chapter 5: Software

Criteria	Conformance Level	Remarks and Explanations
501.1 Scope - Incorporation of WCAG 2.0 AA	Supports	See the responses in the WCAG 2.0 section of this report.
502 Interoperability with Assistive Technology	Heading cell - no response required	5Heading cell - no response required
502.2.1 User Control of Accessibility Features	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.2.2 No Disruption of Accessibility Features	Not Applicable	The product is designed to be isolated from the underlying platform.
502.3 Accessibility Services	Heading cell - no response required	5Heading cell - no response required
502.3.1 Object Information	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.2 Modification of Object Information	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.3 Row, Column, and Headers	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.4 Values	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.5 Modification of Values	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.6 Label Relationships	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.7 Hierarchical Relationships	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.8 Text	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.9 Modification of Text	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.10 List of Actions	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.11 Actions on Objects	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.12 Focus Cursor	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.13 Modification of Focus Cursor	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.14 Event Notification	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.4 Platform Accessibility Features	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
503 Applications	Heading cell - no response required	5Heading cell - no response required
503.2 User Preferences	Not Applicable	The product is designed to be isolated from the underlying platform.
503.3 Alternative User Interfaces	Not Applicable	The product does not have assistive technology features.
503.4 User Controls for Captions and Audio Description	Heading cell - no response required	5Heading cell - no response required
503.4.1 Caption Controls	Supports	The product was tested for User controls for the selection of captions are provided at the same menu level as the user controls for volume or program selection
503.4.2 Audio Description Controls	Supports	The product was tested for: User controls for the selection of audio description are provided at the same menu level as the user controls for volume or program selection.
504 Authoring Tools	Heading cell - no response required	5Heading cell - no response required
504.2 Content Creation or Editing	Not Applicable	The product is not an authoring tool.
504.2.1 Preservation of Information Provided for Accessibility in Format Conversion	Not Applicable	The product is not an authoring tool.
504.2.2 PDF Export	Not Applicable	The product is not an authoring tool.
504.3 Prompts	Not Applicable	The product is not an authoring tool.
504.4 Templates	Not Applicable	The product is not an authoring tool.

Chapter 6: Support Documentation and Services

Criteria	Conformance Level	Remarks and Explanations
602 Support Documentation	Heading cell - no response required	5Heading cell - no response required
602.2 Accessibility and Compatibility Features	Supports	The product documentation describes: Accessibility modes, either at installation or runtime Special keystrokes needed to operate controls workarounds Accessibility-related documentation can be found at: Oracle Applications Cloud Using Common Features, Chapter 13 Accessibility
602.3 Scope - Incorporation of WCAG 2.0 AA	Supports	See the responses in the WCAG 2.0 section of this report.
602.4 Alternate Formats for Non-Electronic Support Documentation	Not Applicable	Product documentation is in electronic format.
603 Support Services	Heading cell - no response required	5Heading cell - no response required
603.2 Information on Accessibility and Compatibility Features	Supports	Oracle Global Customer Support can provide information about accessibility features of the product.
603.3 Accommodation of Communication Needs	Supports	Oracle customers have access to electronic support through My Oracle Support or by calling Oracle Support at 1.800.223.1711. Hearing-impaired customers in the U.S. who wish to speak to an Oracle Support representative may use a telecommunications relay service (TRS). Information about the TRS is available at http://www.fcc.gov/cgb/consumerfacts/trs.html, and a list of telephone numbers is available at https://www.fcc.gov/general/telecommunications-relay-services-directory. International hearing-impaired customers should use the TRS at +1.605.224.1837. An Oracle Support engineer will respond to technical issues according to the standard service request process.

Oracle Legal Disclaimer

The information above describes this product's ability to support the applicableStandards/Guidelines, subject to Oracle's interpretation of those standards(available at https://www.oracle.com/corporate/accessibility/policy.html#standards-tab) and the remarks in this document. For more information regarding the accessibility status of this product or other Oracle products, see http://www.oracle.com/corporate/accessibility or contact: accessible_ww@oracle.com.

This document is provided for information purposes only and the contents hereof are subject to change without notice. Oracle Corporation does not warrant that this document is error free, nor does it provide any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Oracle Corporation specifically disclaims any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. Oracle further makes no representation concerning the ability of assistive technologies or other products to interoperate with Oracle products. This document addresses the named product(s) only and not prerequisite products for which Oracle supplies restricted use licenses.