Prerequisites and Technical Requirements

Call Summary and Call Tagging facilitates integration with third-party CTI vendors through a partner application. Oracle provides the Service Guide SDK JavaScript library for communication between the Call Summary and Call Tagging application and the CTI partner application, which runs as an invisible iFrame.

The CTI iFrame serves as a container for embedding the partner application, which is a web application developed by utility system administrators. This application communicates with the CTI backend using vendor-specific APIs to deliver the required functionality.

This image illustrates the technical components of the solution:

Figure 1. Technical Components

This image illustrates the technical components of the solution.

Before completing the steps in this guide, complete the following tasks:

  1. Select a CTI vendor that meets your needs. The vendor should support both incoming and outbound calls and provide API support for accepting calls from the web application.
  2. Verify that you can invoke the CTI vendor APIs.
  3. Develop the partner application as a web-based solution that can be made available over https.