Abstract This integration is a part of Siebel Integrations between Siebel applications and Oracle e-business Suite applications. It integrates Siebel crm call Center on Demand with Oracle applications




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NameAbstract This integration is a part of Siebel Integrations between Siebel applications and Oracle e-business Suite applications. It integrates Siebel crm call Center on Demand with Oracle applications
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Subject:

Siebel CRM Call Center on Demand Integration with Oracle Applications

 

Doc ID:

Note:394316.1

Type:

README

 

Last Revision Date:

20-OCT-2006

Status:

PUBLISHED

Siebel CRM Call Center on Demand Integration with Oracle Applications

 

Abstract


This integration is a part of Siebel Integrations between Siebel applications and Oracle E-Business Suite applications. It integrates Siebel CRM Call Center on Demand with Oracle applications.

 

Integration Highlights


Call Control
Call Control by the agent is done using the Siebel CRM Call Center on Demand

Agent State Management
Agent state management such as becoming Available to take calls for the first time and going on break or signing off is managed in Siebel CRM Call Center on Demand. Once agents are in an interaction cycle (continuous call delivery mode), they can become Available for the next call from Oracle E-Business Suite (EBS) applications.

Click To Dial
Agents can call a number from Oracle applications by clicking on a button next to the phone number.

Screen Pop
This integration identifies customers based on several customer and related attributes and affects a screen pop in Oracle application when the call is delivered to the agent. The following applications can be used for a screen pop:

1. Teleservice (SR form and Contact Center)

2. Telesales

Login
Agents will need to sign into Oracle applications and Siebel CRM Call Center On Demand separately as single sign on is not enabled. Both applications are launched.

 

Supported Channels


  • Inbound calls

  • Voicemails

  • Web callbacks

  • Click to dial

 

Integration Modes


This integration can be deployed in two modes.

Integration via Universal Work Queue (UWQ)
In this mode, the integration is with UWQ form. The agents logs into Siebel CRM Call Center on Demand and then opens the UWQ form. The UWQ Media action tab in Call Center Administration page in Oracle applications is used to determine the form that can be opened for an incoming call. The IVR in Siebel CRM Call Center on Demand can be configured to send the call classification in "occtClassification" keyword based on which the relevant form is opened. The following forms can be opened in this mode:

1. Teleservice (SR form and Contact Center)

2. Telesales

Integration Directly into Contact Center
In this mode, the integration is directly into Contact Center. The agents logs into Siebel CRM Call Center on Demand and then opens the Contact Center form. Screen pops happen in Contact Center form. If Siebel CRM Call Center on Demand sends call classification in "occtClassification", that data is ignored.

Additionally, Siebel CRM Call Center on Demand can send "occtScreenPopAction" key with the following possible values to place Contact Center form in the right context.

1. InquireSR - This defaults to SR tab in Inquiry mode.
2. CreateSR - This defaults to SR tab in Create mode.
3. InquireInvoice - This defaults to Invoices tab in Inquiry mode.
4. InquireOrder - This defaults to Orders tab in Inquiry mode.
5. InquireContract - This defaults to Contracts tab in Inquiry mode.
6. InquireIB - This defaults to Install Base tab in Inquiry mode
7. InquireRMA - This defaults to Orders tab in Inquiry mode.

Configurations


The following configurations are required:

Profile Options

Profile Option

Value

CCT: Basic Telephony: Listener Port

This is the port on which Contact Center listens on. Can be anything. Example is 10000

CCT: Basic Telephony: Third Party Url

Example is http://localhost:8445 . This is a fixed port number. Must use this port number

CCT: Basic Telephony: Contact OnDemand Integration

Yes

CCT:Basic Telephony:Log Level

Error

CCT: Basic Telephony: Reconnect Interval

30

Customer Care: Telephony Integration Mode

"UWQ" for UWQ mode - "Contact On Demand" for direct integration

IEU: Event Viewer

No

IEU: Notice Tab

No

IEU:UI: Controller: Hide

Yes

IEU: Queue: Basic Telephony

No

IEU: Queue: Inbound Telephony

No

IEU: Queue: Advanced Outbound Telephony

No

IEU: Queue: Web Callback

No

IEU: Queue: Basic Web Callback

No

IEU: Desktop: Telephony: Direct Call Handling

Pop up on Call Arrival

IVR Mapping


Keys coming from Siebel CRM Call Center on Demand (CCOD) can be mapped to Oracle fields in Call Center Administration. Administrators should make these mappings for a seeded server group "BASIC SDK".

Patches Required


The integration between EBS applications and CCOD can happen in two modes:

1. Users can screen pop EBS applications using UWQ. In this case, download and install Patch 5500686 from Metalink.
2. Users can screen pop directly into Contact Center without opening UWQ form. In this case, download and install Patch 5209194, after installing Patch 5500686.

As with applying any patch, please be certain to review the patch readme for other prerequisite listings.

Note: For any technical questions or issues regarding the Siebel CRM Call Center on Demand integration with Oracle E-Business Suite applications, please select the Oracle Telephony Manager product when creating any Service Requests/TARs for Oracle Support.

Additional Resources Available:


Documentation:
Siebel CRM Call Center On Demand Integration Pack Installation Guide (Part # B31811-01) - search HERE.


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