CTI iFrame Considerations
When configuring the CTI iFrame, consider the following issues.
iFrame Not Visible to Agent
The CTI iFrame is not visible to the end user. Only the controls provided by Service Guide are available to the agent. However, the CTI iFrame can open any necessary windows to perform necessary operations, such as logging a user into the CTI system to establish an authenticated session with the CTI backend.
Permissions
The CTI iFrame includes the permissions listed here. These permissions allow Service Guide to handle phone calls using the browser.
camera *; microphone *; autoplay *; hid *When prompted, agents must accept and provide these permissions in order to allow Service Guide to handle a customer call.
Agents might have to disable pop-up blockers in their browser if the partner application uses a pop-up window for authentication purposes.
Authenticated Requests
An important aspect of CTI integration is to allow agents to make authenticated requests to the CTI system. CTI systems typically use authentication and authorization to establish a valid user login and allow the system to make appropriate API calls on behalf of the logged-in agent.
Utilities can provide a window for agents to log into the CTI system, however, Oracle recommends setting up a Single Sign On (SSO) with the Oracle Customer Cloud Service application so that a single user login is recognized when an agent accesses various systems.