Add Services

The high-level process for adding services to Oracle® Intelligent Communications Orchestration Network cloud service is similar regardless of the service you select, but some of the configuration fields vary from one service to another. Use the following topics to see the details of the configuration for the service you want to add.

Note:

After you provision a service, please allow up to 24 hours for all DNS services to resolve the URL.

• The Process for Connecting Services
• Connect to a Carrier Service
• Connect to a Cisco WebEx Calling or Contact Center Service
• Connect to a Generic SIP Service
• Connect to a Genesys Cloud CX Service
• Connect the Microsoft Teams (Direct Routing) Service
• Connect to a NICE CXone Mpower Service
• Connect to a Zoom Phone Service

The Process for Connecting Services

Connecting services to your Oracle® Intelligent Communications Orchestration Network cloud service deployment requires a multi-step process that varies in details depending on the service you select.

The process for connecting services includes the following work flow that you begin on the Services page. See Add Services for links to instructions for each service you can add to Oracle® Intelligent Communications Orchestration Network cloud service.

1. Go to the Services page—Click Add Service. Oracle® Intelligent Communications Orchestration Network cloud service displays the Select Service Profile page.
2. Select a service profile—Select the service you want and click Continue. Oracle® Intelligent Communications Orchestration Network cloud service displays the Set Up a Service page, which varies according to the service selected.
3. Follow the guided set up work flow—Complete the steps provided in the navigation pane to the right of the set up pane. Each time you complete a step and click Continue, the work flow advances to the next step.

Note:

After you provision a service, please allow up to 24 hours for all DNS services to resolve the URL.

The following screen capture shows an example of the Select Your Service Profile page with a list of services and descriptions. When you click a service and click Continue, Oracle® Intelligent Communications Orchestration Network cloud service displays the next page in the work flow.

Add a Service Group

You might want to create a group of services to provide redundancy during a service outage to support continued communications for business continuity. Within the service group, you can set the fail over priority. See Add Service Groups.

Connect to a Carrier Service

Use the Carrier service to increase flexibility and scalability compared to traditional phone lines. Carrier service may reduce costs and can enhance your business continuity plan by enabling alternate call routing during an outage.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Note:

After you provision the service, please allow up to 24 hours for all DNS services to resolve the URL.

Procedure

1. Go to Services, and lick Add Service.
2. On the Select Service Profile page, click the SIP Trunk Service filter chip and select UCaaS or CCaaS.
3. On the Select Service Profile page, click the Carrier Service card, and click Continue.
4. On the Configure Service Settings page, do the following:

   Service Details	Fields
   Hide Default Values	Toggle to show or hide the default values.
   Service Name	Enter the name you want for the service.
   Service Region	Select the physical location for the service you are connecting from the drop-down list.
   SIP Details	Fields
   SIP Signaling Transport Method	Select a SIP transport method from the drop-down list.
   SIP Termination Method	Select a termination method from the drop-down list.
   ACLs	Set the number of Access Control Lists to use. Valid values: 1-100.
   IP Address	Enter the IP address of the service. You must define the Classless Inter-Domain Routing (CIDR) using the first IP address of the network. If you use any other IP within the sub net as the base for CIDR, Oracle Intelligent Communications Orchestration Network returns an error. Example: Use 192.168.12.0/24 instead of 192.168.12.1/24 Format the CIDR with an IP address followed by the number of network address prefix bits after the slash. For example: 192.168.1.0/32.
   Inbound Server URI	Enter the end-point address for incoming calls.
   Enable PII Data Masking	Enable to hide Personally Identifiable Information to comply with data privacy laws.
   Trunk Configuration	Fields
   Number of Channels	Enter the upper limit of the number of connections to allow at one time to enable handling multiple calls simultaneously.
   Maximum CAPS	Enter the number of Call Attempts Per Second you want to allow. Valid values: 5-50.
   Connection Route	Fields
   Associated Interconnect Service	(Optional) Select the private interconnect through which the service traffic is routed. All service traffic is routed over the internet (OTT) unless a private interconnect is configured and selected. Note - This field is visible but is currently non-supported.

5. Click Submit.
   The Oracle® Intelligent Communications Orchestration Network cloud service configures the connection and adds the Carrier Service to the table and diagram on the Voice Gateway page.

Connect to a Cisco WebEx Calling or Contact Center Service

Use the following procedure to connect to a Cisco WebEx Calling Service or a Cisco WebEx Contact Center Service to the Oracle® Intelligent Communications Orchestration Network cloud service.

Before You Begin

• Review the following procedure in advance, so you can get the necessary information from the WebEx Control Hub before you begin. For example, you need the outbound proxy address, the WebEx line or port number, the trunk group (OTG-DTG), and the destination trunk group.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Note:

After you provision the service, please allow up to 24 hours for all DNS services to resolve the URL.

Procedure

1. Go to Services, and click Add Service.
2. On the Select Service Profile page, click the SIP Trunk Service filter chip.
   Oracle® Intelligent Communications Orchestration Network cloud service moves the filter chip into the Search field.
3. (Optional) On the Select Service Profile page, right-click the SIP Trunk Service filter chip and select one of the following:
   • UCaaS—For integrating video conferencing, messaging, video conferencing and other team collaboration tools.
   • CCaaS—For contact center functionality, such as interactive voice response systems, analytics, and call routing.
4. On the Select Service Profile page, click the Cisco WebEx Calling card and click Continue.
5. On the Select Carrier Trunk page, select the carrier SIP trunk to which you want to route outbound Webex calls or add a carrier and click Continue.
6. On the Assign Number Blocks page, select or add the numbers you want to assign to the selected service and click Continue.

   Note:

   The assigned numbers are the only ones allowed to pass through the service.
7. On the Configure Service Settings page, enter the following information:

   Service Details	Fields
   Service Name	Enter the name you want for the service. For example, WebEx Calling North America 01.
   Service Region	Select the physical location for the service you are connecting from the drop-down list.
   Service Time Zone	Select the time zone where the end user caller is located. Oracle Intelligent Communications Orchestration Network uses the time zone Call Detail records and other reporting.
   SIP Details	Fields
   SIP Signaling Transport Method	Select TLS from the drop-down list.
   SIP Termination Method	The system sets Third-party Registration as the SIP termination method.
   Enable On-Net Calls	When enabled, the system routes outbound calls from Webex directly within the Oracle Intelligent Communications Orchestration Network, if the destination number is managed by the cloud service, instead of routing back to the PSTN.
   Trunk Configuration	Fields
   Enable Bursting	Enable to allow concurrent call volume to exceed the configured channel capacity. Bursting is limited to up to 50% above the configured channel capacity
   Enable PII Data Masking	Enable to hide Personally Identifiable Information to comply with data privacy laws. Enabling masks the last two digits of an outbound call in all Call Detail Records.
   Number of Channels	Enter the maximum number of channels (concurrent calls) allowed for this SIP trunk. Values: Minimum 5 | Maximum 5,000.
   Maximum Calls Accepted Per Second	Enter the maximum CAPS limit for this SIP Trunk. Valid values: 5-50.
   Registrant Configuration	Fields
   User Name	Enter the WebEx tenancy user's name.
   Password	Enter the WebEx tenancy password.
   Registrar Domain	Enter the Registrar Domain from the Webex Control Hub.
   Trunk Group	Enter the region-specific IP address that corresponds to your Oracle Intelligent Communications Orchestration Network service region: US1 — 141.148.94.123. AU1 or UK1 — 132.226.133.10. IP addresses will also function. Using the region-matched IP ensures optimal call routing performance and minimizes latency between Oracle Intelligent Communications Orchestration Network and Webex.
   Line and Port	Enter the Line or Port from the Webex Control Hub.
   Outbound Proxy Address	Enter the outbound proxy address from the WebEx Control Hub.
   Number Configuration	Fields
   Default Outbound CLI	Select the phone number to use as the default outbound CLI displayed when a CLI is not provided by Webex.
   CLI Error Handling	Select an error handling type from the drop-down list. Values: Reject Invalid | Overwrite Invalid | Always.
   Call Forwarding Handling	Fields
   Call Forwarding Destination	(Optional) Enter the destination phone number you want for forwarded calls.
   Call Forwarding Rule	Select a call forwarding rule from the drop-down list. Values: Always | On Failure.

8. Click Submit.
   Oracle® Intelligent Communications Orchestration Network cloud service adds the Cisco WebEx Calling Service to the diagram on the Services page.

Connect to a Generic SIP Service

Use the Generic SIP Service with Oracle® Intelligent Communications Orchestration Network cloud service instead of traditional phone lines for cost reduction, scalability, and integration with communication channels such as video, messaging, and voice.

Before You Begin

• Prepare a list of number blocks to add, if needed.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Note:

After you provision the service, please allow up to 24 hours for all DNS services to resolve the URL.

Procedure

1. Go to Services, and click Add Service.
2. On the Select Service Profile page, click the SIP Trunk Service filter chip and select UCaaS or CCaaS.
3. On the Select Your Service Profile page, click the Generic SIP Service card and click Continue.
4. On the Select Carrier Trunk page, select the carrier SIP trunk to which you want to route outbound Generic SIP calls or add a carrier and click Continue.
5. On the Assign Number Blocks page, select or add the numbers you want to assign to the selected service and click Continue.
6. On the Configure Service Settings page, enter the following information:

   Service Details	Fields
   Hide Default Values	Toggle to show or hide the default values.
   Service Name	Enter the name you want for the service.
   Service Region	Select the physical location for the service you are connecting from the drop-down list.
   Service Time Zone	Select the time zone where the caller and callee are located, not necessarily the site time zone.
   SIP Details	Fields
   SIP Signaling Transport Method	Select a SIP transport method from the drop-down list.
   SIP Termination Method	Select a termination method from the drop-down list.
   ACLs	Enter the port to open for traffic coming from the service to Oracle Intelligent Communications Network Cloud Service
   IP Address	Enter the IP address of the service.
   Inbound Server URI	Enter the Uniform Resource Identifier (URI) to which Oracle Intelligent Communications Orchestration Network Cloud Service sends inbound calls to the platform and voice service. Typically provided by the third-party platform or voice service provider. Use the simple IP address. Examples: 52.252.xx.xx. 52.252.xx.xx:5080.
   Trunk Configuration	Fields
   Enable On-Net Calls	Enable to allow calls to be routed within the platform, avoiding external carrier routing.
   Enable Bursting	Enable to temporarily allow more calls than initially provisioned to handle unexpected spikes in call traffic for a small amount of time at a premium rate.
   Enable PII Data Masking	Enable to hide Personally Identifiable Information to comply with data privacy laws. Enabling masks the last two digits of an outbound call in all Call Detail Records.
   Number of Channels	Enter the upper limit of the number of connections to allow at one time to enable handling multiple calls simultaneously.
   Maximum Calls Accepted Per Second (CAPS)	Set the maximum number of calls allowed per second.
   Number Configuration	Fields
   Default Outbound CLI	Enter the number you want for the default outbound calling line identifier. Note: The number must be in the block you assigned to the service. When you use a number that is not in the block, the number will display unless you select Reject Invalid Number from CLI Call Handling.
   CLI Error Handling	Select an error handling type from the drop-down list. Values: Reject Invalid | Overwrite Invalid | Always.
   Call Forwarding	Fields
   Call Forwarding Destination	(Optional) Enter the phone number you want for the call forwarding destination.
   Call Forwarding Rule	(Optional) Select a call forwarding rule from the drop-down list. Always | On Failure.
   Connection Route	Fields
   Associated Interconnect Service	(Optional) Select the private interconnect through which the service traffic is routed. All service traffic is routed over the internet (OTT) unless a private interconnect is configured and selected. Note - This field is visible but is currently non-supported.

7. Click Submit.
   Oracle® Intelligent Communications Orchestration Network adds Generic SIP Service to the diagram on the Services page.

Connect to a Genesys Cloud CX Service

Use the Genesys Cloud CX Service to take advantage of the Cloud’s scalability and flexibility and to help keep control of your carrier costs. Genesys Cloud CX helps simplify global deployments and meet regional regulations.

Before You Begin

• Prepare a list of number blocks to add, if needed.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Note:

After you provision the service, please allow up to 24 hours for all DNS services to resolve the URL.

Procedure

1. Go to Services,and click Add Service.
2. On the Select Service Profile page, click the SIP Trunk Service filter chip and select CCaaS.
3. On the Select Service Profile page, select Genesys Cloud CX, and click Continue.
   Oracle® Intelligent Communications Orchestration Network displays the Select Carrier Trunk page.
4. On the Select Carrier Trunk page, select the carrier SIP trunk to which you want to route outbound Genesys Cloud CX calls or add a carrier and click Continue.
5. On the Assign Number Blocks page, select or add the numbers you want to assign to the selected service and click Continue.
   Oracle® Intelligent Communications Orchestration Network cloud service displays the Configure Service Settings page.
6. On the Configure Service Settings page, enter the following information:

   Service Details	Fields
   Hide Default Values	Toggle to show or hide the default values.
   Service Name	Enter the name you want for the service.
   Service Region	Select the physical location for the service you are connecting from the drop-down list.
   Service Time Zone	Select the time zone where the caller and callee are located, not necessarily the site time zone.
   SIP Details	Fields
   SIP Signaling Transport Method	Select a SIP transport method from the drop-down list. Valid values: TCP | TLS.
   SIP Termination Method	Select a termination method from the drop-down list. Valid values: FQDN | Authentication
   Authentication (Displays only when you select Authentication for the SIP Termination Method.)	Enter the User Name and Password required for authentication.
   Inbound Server URI	Enter the The Uniform Resource Identifier (URI) to which Oracle Intelligent Communications Orchestration Network Cloud Service sends inbound calls to the platform and voice service. Typically provided by the third-party platform or voice service provider. Use the Fully Qualified Domain Name. Examples: icon-beta-test.byoc.apse2.pure.cloud iconsqa.byoc.usw2.pure.cloud
   Trunk Configuration	Fields
   Enable On-Net Calls	Enable to allow calls to be routed within the platform, avoiding external carrier routing.
   Enable Bursting	Enable to temporarily allow more calls than initially provisioned to handle unexpected spikes in call traffic for a small amount of time at a premium rate.
   Enable PII Data Masking	Enable to hide Personally Identifiable Information to comply with data privacy laws. Enabling masks the last two digits of an outbound call in all Call Detail Records.
   Number of Channels	Enter the upper limit of the number of connections to allow at one time to enable handling multiple calls simultaneously. Minimum 5 | Maximum 5,000.
   Maximum Calls Accepted Per Second (CAPS)	Set the maximum number of calls allowed per second.
   Number Configuration	Fields
   Default Outbound CLI	Enter the number you want for the default outbound calling line identifier. Note: The number must be in the block you purchased from your carrier. When you use a number that is not in the block, the number will display unless you select Reject Invalid Number from CLI Call Handling.
   CLI Error Handling	Select an error handling type from the drop-down list.
   Call Forwarding	Fields
   Call Forwarding Destination	Enter the destination phone number you want for all calls.
   Call Forwarding Rule	Select a call forwarding rule from the drop-down list. Always | On Failure.

7. Click Submit.
   Oracle® Intelligent Communications Orchestration Network cloud service adds Genesys Purecloud to the diagram on the Services page.

Connect the Microsoft Teams (Direct Routing) Service

Use the Microsoft Teams Direct Routing Service to connect to your existing phone system to enable users to make and receive calls with their existing phone numbers within your existing infrastructure.

Before You Begin

• Configure your Microsoft Teams account to generate the appropriate Outbound URI validation key. You must enter the key in the following procedure.
• Prepare a list of number blocks to add, if needed.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Note:

After you provision the service, please allow up to 24 hours for all DNS services to resolve the URL.

Procedure

1. Go to Services,and click Add Service.
2. On the Select Service Profile page, click the SIP Trunk Service filter chip and select UCaaS.
3. On the Select Service Profile page, click the Microsoft Teams (Direct Routing), card, and click Continue.
4. On the Select Carrier Trunk page, select the carrier SIP trunk to which you want to route outbound Microsoft Teams calls or add a carrier and click Continue.
5. On the Assign Number Blocks page, select the number blocks you want to assign to the Microsoft Team (Direct Routing) Service, and click Continue.
6. On the Configure Service Settings page, do the following:

   Service Details	Fields
   Hide Default Values	Toggle to show or hide the default values.
   Service Name	Enter the name you want for the service.
   Service Region	Enter the geographic region where the service will operate.
   Service Time Zone	Select the time zone where the caller and callee are located, not necessarily the site time zone.
   SIP Details	Fields
   SIP Signaling Transport Method	Predetermined. Not editable.
   SIP Termination Method	Predetermined. Not editable.
   Inbound Server URI	Automatically entered. Hard coded. Not editable.
   Trunk Configuration	Fields
   Enable On-Net Calls	Enable to allow calls to be routed within the platform, avoiding external carrier routing.
   Enable Bursting	Enable to temporarily allow more calls than initially provisioned to handle unexpected spikes in call traffic.
   Enable PII Data Masking	Enable to hide Personally Identifiable Information to comply with data privacy laws.
   Number of Channels	Enter the upper limit of the number of connections to allow at one time to enable handling multiple calls simultaneously.
   Maximum Calls Accepted Per Second CAPS)	Set the maximum number of calls allowed per second.
   Number Configuration	Fields
   Default Outbound CLI	Select a number from the drop-down list to use as the default Calling Line Identification number.
   CLI Error Handling	Select an error handling type from the drop-down list. Val-use: Reject Invalid | Overwrite Invalid | Always.
   Microsoft Teams Direct Routing	Fields
   Microsoft Teams Domain Validation Key	Enter the value in this format: MS=ms#######
   Call Forwarding Handling	Fields
   Call Forwarding Destination	Enter the phone number you want for the call forwarding destination.
   Call Forwarding Rule	Select a call forwarding rule from the drop-down list. Always | On Failure.

7. Click Submit.
   Oracle® Intelligent Communications Orchestration Network cloud service adds Microsoft Teams to the diagram on the Services page.

Connect to a NICE CXone Mpower Service

Use the NICE CXone Service for voice and data connectivity that enables your contact center to communicate over the internet with your carrier's network.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Note:

After you provision the service, please allow up to 24 hours for all DNS services to resolve the URL.

Procedure

1. Go to Services, and click Add Service.
2. On the Select Service Profile page, click the SIP Trunk Service filter chip and select CCaaS.
3. On the Select Service Profile page, click NICE CXone Mpower and click Continue.
4. On the Select Carrier Trunk page, select a carrier from the drop-down list or add a carrier and click Continue.
5. On the Assign Number Blocks page, select or add the numbers you want to assign to the selected Service and click Continue.
6. On the Configure Service Settings page, enter the following information:

   Service Details	Fields
   Hide Default Values	Toggle to show or hide the default values.
   Service Name	Enter the name you want for the service.
   Service Region	Select the geographic location for the service you are connecting from the drop-down list.
   Service Time Zone	Select the time zone for the location of the service you are connecting from the drop-down list.
   SIP Details	Fields
   SIP Signaling Transport Method	Read-only. The value is set to TCP.
   Inbound Server URI	Enter the Uniform Resource Identifier (URI) to which Oracle Intelligent Communications Orchestration Network Cloud Service sends inbound calls to the platform and voice service. Typically provided by the third-party platform or voice service provider. Use the simple IP address. Examples: 52.252.xx.xx. 52.252.xx.xx:5080.
   Trunk Configuration	Fields
   Enable On-Net Calls	Enable to allow calls to be routed within the platform, avoiding external carrier routing.
   Enable Bursting	Enable to temporarily allow more calls than initially provisioned to handle unexpected spikes in call traffic for a small amount of time at a premium rate.
   Enable PII Data Masking	Enable to hide Personally Identifiable Information to comply with data privacy laws. Enabling masks the last two digits of an outbound call in all Call Detail Records.
   Number of Channels	Enter the upper limit of the number of connections to allow at one time to enable handling multiple calls simultaneously.
   Maximum Calls Accepted Per Second (CAPS)	Set the maximum number of calls allowed per second.
   Number Configuration	Fields
   Default Outbound CLI	Select the phone number you want for the Outbound Calling Line Identifier from the drop-down list.
   CLI Error Handling	Select an error handling type from the drop-down list. Values: Reject Invalid | Overwrite Invalid | Always.
   Call Forwarding	Fields
   Call Forwarding Destination	(Optional) Enter the phone number you want for the call forwarding destination.
   Call Forwarding Rule	(Optional) Select a call forwarding rule from the drop-down list. Always | On Failure.

7. Click Submit.
   The Oracle® Intelligent Communications Orchestration Network cloud service adds NICE CXone to the diagram on the Services page.

Connect to a Zoom Phone Service

The Oracle® Intelligent Communications Orchestration Network cloud service can connect to Zoom Phone by way of the Zoom Phone Bring Your Own Carrier (BYOC) premises peering (BYOC-P) service model.

Before You Begin

• Determine the number blocks you want to associate with this service.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Procedure

1. Go toServices, and click Add Service.
2. (Optional) On the Select Service Profile page, click the SIP Trunk Service filter chip and select UCaaS.
3. On the Select Service Profile page, click the Zoom Phone Service card and click Continue.
4. On the Select Carrier Trunk page, select the carrier SIP trunk to which you want to route outbound Zoom Phone Service calls and click Continue.
5. On the Assign Number Blocks page, select or add the numbers you want to assign to the selected service and click Continue.
6. On the Configure Service Settings page, enter the following information:

   Service Details	Fields
   Hide Default Values	Toggle to show or hide the default values.
   Service Name	Enter the unique name you want for the service.
   Service Region	Select the Intelligent Communications Orchestration Network region where calls are terminated.
   Service Time Zone	Select the service time zone.
   SIP Details	Fields
   SIP Signaling Transport Method	Read-only.
   SIP Termination Method	Read-only.
   Inbound Server URI	Enter the Uniform Resource Identifier (URI) to which Oracle Intelligent Communications Orchestration Network Cloud Service sends inbound calls to the Zoom Phone service. This information is available in your Zoom Phone Service profile. Use the simple IP address. Examples: 52.252.xx.xx. 52.252.xx.xx:5080.
   Trunk Configuration	Fields
   Enable On-Net Calls	Enable to allow calls to be routed within the platform, avoiding external carrier routing.
   Enable Bursting	Currently disabled.
   Enable PII Data Masking	Enable to hide Personally Identifiable Information to comply with data privacy laws. Enabling masks the last two digits of an outbound call in all Call Detail Records.
   Number of Channels	Enter the maximum number of concurrent calls to allow at one time to enable handling multiple calls simultaneously.
   Maximum Calls Accepted Per Second (C APS)	Set the maximum number of calls allowed per second.
   Number Configuration	Fields
   Default Outbound CLI	Enter the number you want for the default outbound calling line identifier. Note: The number must be in the block you assigned to the service. When you use a number that is not in the block, the number will display unless you select Reject Invalid Number from CLI Call Handling.
   CLI Error Handling	Select an error handling type from the drop-down list. Values: Reject Invalid | Overwrite Invalid | Always.
   Call Forward Handling	Fields
   Call Forwarding Destination	(Optional) Enter the phone number you want for the call forwarding destination.
   Call Forwarding Rule	(Optional) Select a call forwarding rule from the drop-down list. Always | On Failure.

7. Click Submit.
   The Oracle® Intelligent Communications Orchestration Network cloud service configures the service and displays a connection to Zoom Phone Service in the network diagram and the services table on the Services Page.