CTI-IVR Integration

Oracle Utilities Customer Care and Billing provides tools to facilitate the integration with your Computer Telephony Integration/Interactive Voice Response (CTI/IVR) system. The interface provides the following functionality:

• The ability to launch Control Central for a particular account ID or phone number from an external application
• The ability to accept the next call, as dictated by the CTI software,
• The ability to perform an outbound phone call from within Oracle Utilities Customer Care and Billing

This document provides technical information needed by your implementers to fully integrate with your CTI/IVR system.