Computer Telephony Integration Tasks

Complete these tasks related to Computer Telephony Integration (CTI) features. Use the links listed in the Documentation column to access detailed information about each task. Additionally, you can review the How Do I Use Computer Telephony Integration? Guide, available on Oracle Help Center.

Task	Description	Documentation
Enable the Redwood User Interface	Ensure that the Redwood user interface is available on the environment. This setup is required to simulate a call for agent assistance.	See the following topic: Enable the Redwood User Interface
Configure the Media Toolbar and Profiles	You can configure the media toolbar and define profile options to enable the media toolbar.	See the following topic: Configure the Computer Telephony Integration
Set Up Pop-Up Windows	To enable agents to answer calls using CTI, you must enable pop-up windows to appear when an agent receives an incoming call. Optionally, you can configure the pop-up window to appear using Oracle UI Events Framework. Oracle UI Events Framework is a client-side library that is supported with the Oracle Service Center. It can be used to customize your Oracle Utilities Customer Experience solution for scenarios that require bi-directional event communication. Some examples of how you can use this framework for your CTI integration include: Launching specific screen-pop behavior Triggering logic such as pre-populating page values or creating new records.	See the following topic: Set Up Pop-Up Windows If you are using UI Event Framework, see How To Use UI Events Framework in the Implementing Service Center with the Redwood Experience Guide.
Set Up Communication Channels	You can configure Customer Experience for Utilities to use standard Fusion Service communication channels. Complete this task only if you are using additional communication channels via Oracle Fusion Service.	See the following topics in the Fusion Service library in the Oracle Help Center: How inbound messages are processed Configure chat profile options How you set up social channels
Set Up Oracle Fusion AI Call Features	If your implementation is using either of these AI-related call features, which are part of Oracle Fusion Service, you should review the information provided here to understand the implementation requirements: AI Generated Wrap-Up Notes AI Generated Knowledge Article Suggestions	See Set Up Fusion AI Call Features

In this section:

Parent topic: Configure Fusion Applications