Configuring Fusion Chat

This section discusses the Fusion-side setup and Service Center extensibility changes required to initiate Multi-Channel Adapter (MCA) chat, and enable an agent to launch Customer Cloud Service from a Fusion chat screen pop. The implementation uses Fusion Service chat, MCA/Omnichannel routing, the Service Center cxSvcNavigation screen-pop event, and the Customer Cloud Service launch script C1CxLoad.

The overall chat flow should follow this basic pattern:

  1. Enable Fusion Chat and create an agent user with the Chat Agent role.
  2. Add the agent to a chat queue, and set up any additional chat features, such as capacity and assignment rules, so they can receive pushed chat offers.
  3. A customer initiates a chat through the supported Embedded Service client in the DCS or third-party portal.
  4. The Fusion agent accepts the chat, and Fusion Service Center triggers the cxSvcNavigation event with navigationType = SCREENPOP.
  5. The Service Center extension event listener calls the cxSvcNavigationListener action chain.
  6. The action chain reads the MCA chat payload and calls the Fusion Contact API.
  7. If the caller is known and the Fusion contact has a Customer Cloud Service source-system reference id, Customer Cloud Service is opened using C1CxLoad with the resolved person id.
  8. If the caller is unknown, the Fusion contact does not exist, or the source-system reference id is null, Customer Cloud Service is opened using C1CxLoad with the Customer 360 Search page displayed.

Detail about setting up this flow are provided in this section. For additional information about using and setting up Fusion Service chat, MCA, Omnichannel routing, and Service Center, see the following topics on Oracle Help Center:

Create an Agent User for Chat

Complete these steps to create an agent user:

  1. Create or identify the Fusion Agent user who will receive MCA chat offers. See Create Sales Users for detailed instructions.
  2. Confirm the user is set up as a resource (agent) according to the Fusion Service implementation model.
  3. In Security Console, assign the Chat Agent role: ORA_SVC_CHAT_AGENT_ABSTRACT.
  4. Assign the required service role for the Service Center user. For example, use the Customer Service Representative role.
  5. Confirm the agent can sign in to Fusion Service Center and access the Omnichannel toolbar.

Enable MCA Chat and Set Profile Options

In Fusion Service, enable Omnichannel, Chat, and MCA by selecting Setup and Maintenance, Service, and then Communication Channels.

Use this table to set the profile option values:

Profile Options Expected Value
ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED Set this based on the shell mode used by the Service Center implementation.

Yes = Global shell

No = Nested shell

SVC_ENABLE_CHAT Set this option to Yes to enable chat offers for agents.
SVC_CHAT_INLAYS_ACCESS_ENABLED Set this option to Yes to enable chat inlays and bootstrap access required for the chat entry flow.
ORA_SVC_ENABLE_DEC_WITH_LIVEWINDOW Set this option to No.
SVC_CHAT_ANONYMOUS_ACCESS_ENABLED Set this option to Yes.
SVC_ENABLE_OMNI Set this option to Yes to enable Omnichannel routing.
SVC_OMNICHANNEL_BROWSER_NOTIFICATION_ENA Set this option to Yes if browser notifications are required.
SVC_OMNICHANNEL_DESKTOP_NOTIFICATION_ENA Set this option to Yes if desktop notifications are required.
SVC_MCA_SHOW_CONTACT_ON_WRAP_UP Set this option to Yes if contact details must appear during wrap-up.
ORA_SVC_MCA_WRAP_UP_TIMEOUT Set this option to 0 if unlimited wrap-up is required.
ORA_SVC_ENABLE_MSI_WORKSPACE Set this option to Yes and Site level. If you are customizing the MSI screen pop behavior, enable this screen pop in addition to the standard screen pop configuration so that the customer can add additional logic to screen pop behavior for MSI.
ORA_UER_IFRAME_SOURCE_CIS_URL Specify the Customer Cloud Service base URL. For example https://test-ccs-corp.appoci.example.com:8084. The Service Center action chain should use this URL instead of a hard-coded URL.

Configure the Chat Queue

Before you begin, identify or create the queue you want to use for MCA chat routing. Then, complete these steps:

  1. Access the queue record.
  2. Set the queue distribution mode to Automatic (Push) for Omnichannel routing.
  3. Add the chat agent user to the queue.
  4. Configure assignment rules so WCFS portal chats route to this queue.
  5. Verify that the queue id and routing setup are connected to the WCFS chat initiation flow.

Optionally, you can configure the queue to bypass all rules by completing these steps:

  1. Obtain the queue ID you want to set up.
  2. From Fusion Setup and Maintenance, search for and open the task Manage Service Assignment Rules.
  3. Select Generic Queuing Rules and then select your queue.
  4. Drill down into the Rules section and specify your queue ID.

Verify Your Setup

After completing the above steps, you can initiate a chat and verify that it behaves as expected. To initiate a test chat:

  1. For production validation, initiate chat through the Embedded Service client.
  2. Enter the target environment and required test-customer details.
  3. Start the chat and confirm the offer reaches the configured Fusion queue and agent.
  4. Accept the chat in Service Center.
  5. Verify the expected screen-pop behavior:
    • For a known customer with a valid Customer Cloud Service reference, the Customer Intelligence Hub page opens using the account ID linked to the resolved person ID.
    • For an unknown customer, missing Fusion contact, or missing reference ID, the Customer 360 search page opens.
  6. Confirm that the agent can continue the service flow after the screen pop.

Parent topic: Configuring the Customer Intelligence Hub