1 Introduction to the Oracle® Intelligent Communication Orchestration Network
The Oracle® Intelligent Communication Orchestration Network is designed to provide Voice Services to Cloud-based Unified Communication (UC) and Contact Center (CC) platforms. The service simplifies the process of setting up Cloud-based UC and CC Services by quickly and seamlessly configuring Voice Services and telephone numbers. You can get the connections up and running within hours, rather than weeks. You manage Oracle® Intelligent Communication Orchestration Network through a user interface where you can customize settings to meet your needs now and in the future.
The following topics describe the initial release of the Oracle® Intelligent Communication Orchestration Network .
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.
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.
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.
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.
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.
- 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.
- 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.
- 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.
- 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.