1 Introduction

The Oracle® Intelligent Communication Orchestration Network enables Enterprise and Managed Service Provider licensees to connect on-premises and SaaS based Unified Communications (UC) and Contact Center (CC) communication tools. The Oracle® Intelligent Communication Orchestration Network is a SaaS offering that you manage through a user interface where you can customize settings to meet your needs now and in the future.

This guide explains the concepts and procedures for working in the user interface to configure and manage the features and operations the Oracle® Intelligent Communication Orchestration Network provides. The guide is organized with a chapter for each landing page on the user interface. Each chapter provides instructions for using the features and operations on the landing page.

Chapters:

Oracle® Intelligent Communication Orchestration Network Network Overview

The Oracle® Intelligent Communication Orchestration Network enables enterprises and Managed Service Providers to connect Unified Communications (UC) and Contact Centers (CC) because the service supports connecting to both on-premises and SaaS based UC and CC solutions. The Oracle® Intelligent Communication Orchestration Network focuses on bringing voice communications services together in one place to relieve you from managing Carrier Service compatibility issues.

Oracle® Intelligent Communication Orchestration Network provides numerous features to enable bringing voice communications services together with a single point of management rather than managing each of them independently. The following diagram shows how the features and services interact to provide voice services to the end customer.This diagram shows how the features and services interact to provide voice services to the end customer.

The preceding diagram begins with associating your carrier with Oracle® Intelligent Communication Orchestration Network Over the Top, Virtually, or Physically. To that association, you add SIP Trunks and Voice Gateways in Oracle® Intelligent Communication Orchestration Network to integrate with the voice services you want.

Number Management

The Oracle® Intelligent Communication Orchestration Network allows customers and Managed Service Providers to manage the numbers they use for their services. Number management integration provides you with the ability to add and remove numbers to services and accounts as needed.

The base components of Oracle® Intelligent Communication Orchestration Network voice services are numbers, which give you the ability to make and receive telephone calls. Oracle® Intelligent Communication Orchestration Network supports Bring Your Own Carrier (BYOC) agreements, which allow you to utilize your existing carrier services on our platform. You import your numbers into the system to ensure that Oracle has the necessary information to support your BYOC connectivity.

Note:

The responsibility of managing BYOC connectivity lies solely with the Oracle® Intelligent Communication Orchestration Network subscriber, as does the purchasing and porting of numbers. While Oracle ensures the security and reliability of the platform, it does not form part of the contractual relationship for these services.‍

Number Provisioning

When you use the services of a carrier, you must add the numbers provided by that carrier into Oracle® Intelligent Communication Orchestration Network . You can add numbers in blocks of 1, 10, or 100 at a time.

Note:

There is no integration with the Bring Your Own Carrier (BYOC) provider. Customers cannot buy or port numbers from the Oracle® Intelligent Communication Orchestration Network into those services. Such actions fall under the agreement with the provider.

Inventory Management

In addition to managing numbers across services and accounts, you can manage your inventory of numbers by way of the Inventory site that is embedded by default in each account.

The Inventory site is for storing unassigned numbers that you do not want to cancel and return to the carrier when you discontinue the services for which they were originally provisioned. You might want to keep the numbers for future use. You can also put new numbers in Inventory until you assign them to a service.

Numbers in inventory cannot be associated with an active service and cannot be used to make or receive calls until you assign them to a service.

Note:

You cannot delete the Inventory site.

Number Actions

You can perform certain actions on the platform for a more granular level of functionality to help you use your number inventory in a more consistent manner. See Actions on the Number Blocks Page.

Self-Service Management Portal

The Oracle® Intelligent Communication Orchestration Network provides a portal for creating and using the following elements you need to manage voice services.

Sites—A site is an artifact that represents the physical location where voice services are delivered. Sites hold all relevant information related to the location, such as the address and contact details. For example, a corporate headquarters office can be considered a site. The portal provides tools to create, edit, and delete site information.

Numbers—A number is an artifact that represents a block of phone numbers where services are routed. You can access numbers after they have been imported into the platform through Bring Your Own Carrier (BYOC). The availability of numbers depends on the location of the service and the types of numbers allowed. You can move numbers from sites, store numbers in inventory, and split number blocks across different service types. Managing numbers is an important component of the platform access services, enabling Managed Service Providers (MSP) and Enterprises to effectively manage their telecommunications operations.

Services—A Service is a voice application connected to the platform through SIP trunks, enabling communication between other services and selected carrier networks When you create a SIP trunk, you select a service profile, such as Carrier, Genesys, Microsoft Teams, Generic, or Voice Gateway. You can add voice bots to the Voice Gateway. Oracle® Intelligent Communication Orchestration Network displays the configuration fields required for the selected profile when you add the service. The Services pages in the Portal allows Enterprises and MSPs to manage platform features such as trunks and their attributes, as well as other platform features enabled as part of their subscription. Services is the landing page when an Enterprise customer logs on. MSPs can navigate to the Services page from their landing page.

Accounts—An Account is a logical container used as the entry point for working with Oracle® Intelligent Communication Orchestration Network . Oracle creates an account for each Enterprise end-user customer (single-tenant only) and each Managed Service Provider (multi-tenant capable) customer. MSPs can create sub-accounts with in their account for their customers. The Accounts page is the landing page when an MSP logs on. Enterprises cannot access the Accounts page.

SIP Trunks

SIP trunks enable services to make and receive telephone calls. Customers will connect a SIP trunk (known as a service) within Oracle® Intelligent Communication Orchestration Network and connect it to their telephony equipment. By creating such connections, customers can make and receive telephone calls both locally and internationally.

Oracle® Intelligent Communication Orchestration Network provides the following predefined profiles to connect to different endpoints.

Service Groups

Oracle® Intelligent Communication Orchestration Network offers a solution to customers facing service outages on specific trunks, enabling them to continue operating their businesses. This is achieved through the provision of trunk groups, which allow Managed Servie Providers and Enterprises to combine multiple trunks into a single group. Trunk group types include:

End-Point service groups—Groups services such as Microsoft Teams, Genesys, and Generic SIP.

Carriage service groups—Groups carriers.

With both types of groups, you can set the priority among the services to automatically switch to a backup trunk in the event that the currently active trunk becomes unavailable.

About Using Oracle® Intelligent Communication Orchestration Network

Oracle® Intelligent Communication Orchestration Network provides tools and functions to help you consolidate and coordinate your voice communications services through one Cloud service that is vendor agnostic.

With Oracle® Intelligent Communication Orchestration Network , you can configure and manage SIP trunks to connect carriers and voice communication services for use with your organization's telephony needs. Through the Oracle® Intelligent Communication Orchestration Network Dashboard, you create sites that represent physical locations where you use telephony services. At each site you specify which communications services to use and assign phone numbers.

Managed Service Provider (MSP) licensees can create Oracle® Intelligent Communication Orchestration Network sub-accounts for managing their customers.

Oracle® Intelligent Communication Orchestration Network also supports the single tenant Enterprise license for Enterprise customers that subscribe directly through Oracle. Enterprise licensees cannot create sub-accounts.

The Oracle® Intelligent Communication Orchestration Network Dashboard displays sections for working with Sites, Services, Numbers, and Accounts (MSP licensees only). Each section displays a landing page that is initially unpopulated. As you build your deployment, the landing pages display information about your configurations and provide tools to manage them.

Establish Your Subscription

To obtain the Oracle® Intelligent Communication Orchestration Network service, contact Oracle Cloud Sales to purchase a Cloud Services Agreement and the subscription. Oracle does not offer the Oracle® Intelligent Communication Orchestration Network as an online purchase in the Oracle Cloud Marketplace. You must purchase through Oracle Sales.

Upon executing the Cloud Service Agreement, Oracle adds the Oracle® Intelligent Communication Orchestration Network service to your Oracle Cloud account, if you have one already. If you do not have an account, use the instructions located under Get Started on the Oracle® Intelligent Communication Orchestration Network landing page to access and configure your account. After you configure your account, you can use Oracle® Intelligent Communication Orchestration Network .

Configuration Process

After you become an Oracle® Intelligent Communication Orchestration Network customer, you can begin the process of configuring the service for your business needs.

The following steps match pages on the Oracle® Intelligent Communication Orchestration Network dashboard. This guide contains a chapter for each step. After you perform the initial configuration, you can revisit any step at any time to adjust the settings as your business needs change.

  1. Accounts—Establish an account with Oracle and obtain one of the following licenses:
    • Enterprise - Cannot add sub-accounts.
    • Managed Service Provider (MSP) SIP Trunk - Can add sub-accounts.
  2. Sites—Create a Site for every location where you want numbers and services associated. Start by clicking Add Site on the Sites page. For your employees who work remotely, consider assigning their phone numbers to a physical location of your company rather than making a site for each employee at their home address.
  3. Number Blocks—Assign number blocks to each Site. Start by clicking Add Number Blocks on the Number Blocks page. You can perform the actions listed in the Actions menu on the Number Blocks page to manage their use on the sites.
  4. Services—Add Voice Services, Voice Gateways, and Voice Bots to your deployment. Start by clicking Add Service on the Services page. The process includes selecting a Service or a Voice Gateway, assigning number blocks, and configuring Service settings.

User Groups and Privileges for MSP SIP Trunk Licensees

Oracle® Intelligent Communication Orchestration Network provides and enforces user roles to help Managed Service Provider (MSP) SIP Trunk licensees manage access to the service according the least amount of privilege needed. The privileges defined for each users group determine which information the user can access and which actions the user can perform.

Oracle creates the following user groups in your Oracle Cloud Identity Access Management (OCIAM) account and you can assign them to your personnel to access the Oracle® Intelligent Communication Orchestration Network portal.
  • Oracle® Intelligent Communication Orchestration Network MSP SIP Trunk Admin User—Administrative user access to manage the Oracle® Intelligent Communication Orchestration Network configuration.
  • Oracle® Intelligent Communication Orchestration Network MSP SIP Trunk Read-Only User—Read-only user access to view the Oracle® Intelligent Communication Orchestration Network configuration.

Note:

The initial release supports only the Oracle® Intelligent Communication Orchestration Network MSP SIP Trunk Admin User functionality. The Oracle® Intelligent Communication Orchestration Network MSP SIP Trunk Read-Only User functionality is not available at this time.

The following lists show the operations Oracle® Intelligent Communication Orchestration Network Admin Users can perform.

Services SIP Trunk

  • Add New Services
  • View Configurations
  • Edit Services
  • Delete Services
  • Pause Services
  • Resume Services
  • Add a Service group
  • View a Service Group
  • Edit a Service Group
  • Delete a Service Group

Voice Gateway

  • Add New Voice Gateway
  • View Voice Gateway Configuration
  • Edit Voice Gateway
  • Delete Voice Gateway
  • Pause Voice Gateway
  • Resume Voice Gateway
  • Add Voice Bot
  • View Voice Bot
  • Edit Voice Bot
  • Remove Voice Bot

Numbers

  • Add or Delete Numbers
  • View Numbers
  • Set Active or Pause Numbers
  • Split or Merge Number Blocks
  • Move Numbers to a Service
  • Remove Numbers from a Service
  • Move Numbers to a Site

Sites

  • View Sites
  • Add Sites
  • Edit Sites
  • Delete Sites

MSP Dashboard

  • View Accounts
  • Add Accounts
  • Edit Accounts
  • Delete Accounts

Account Switcher

  • View

User Groups and Privileges for Enterprise Licensees

The Oracle® Intelligent Communication Orchestration Network provides and enforces user groups and roles to help Enterprise licensees can manage access to the service according the least amount of privilege needed. The privileges defined for each user group determine which information the user can view and which actions the user can perform.

Oracle creates the following user groups in your Oracle Cloud Identity Access Management (OCIAM) account and you can assign them to your personnel to access the Oracle® Intelligent Communication Orchestration Network portal.

  • Oracle® Intelligent Communication Orchestration Network Enterprise Edition Admin User—Administrative user access to manage the Oracle® Intelligent Communication Orchestration Network configuration.
  • Oracle® Intelligent Communication Orchestration Network Enterprise Edition Read-Only User—Read-only user access to view the Oracle® Intelligent Communication Orchestration Network configuration.

Note:

The initial release supports only the Oracle® Intelligent Communication Orchestration Network Enterprise Edition Admin User functionality. The Oracle® Intelligent Communication Orchestration Network Enterprise Edition Read-Only User functionality is not available at this time.

The following lists show the operations Oracle® Intelligent Communication Orchestration Network Enterprise licensees can perform.

Services - SIP Trunk

  • Add New Service
  • View Configuration
  • Edit Service
  • Delete Service
  • Pause Service
  • Resume Service
  • Add a Service group
  • View a Service Group
  • Edit a Service Group
  • Delete a Service Group

Voice Gateway

  • Add New Voice Gateway
  • View Voice Gateway Configuration
  • Edit Voice Gateway
  • Delete Voice Gateway
  • Pause Voice Gateway
  • Resume Voice Gateway
  • Add Voice Bot
  • View Voice Bot
  • Edit Voice Bot
  • Remove Voice Bot

Number Blocks

  • Add or Delete Numbers
  • View Numbers
  • Set Active or Pause Numbers
  • Split or Merge Number Blocks
  • Move Numbers to a Service
  • Remove Numbers from a Service
  • Move Numbers to a Site

Sites

  • View Sites
  • Add Sites
  • Edit Sites
  • Delete Sites

Managed Services Provider Dashboard

Not applicable at this time.

Not applicable at this time.

Account Switcher

Not applicable at this time.