Posted by Apurva at 11:59 PM
An integration of Oracle Universal Work Queue (UWQ) client with
the third-party switch or middleware softphone that uses the Basic Telephony
Adapter SDK is referred as Basic Telephony Integration.
By using the Telephony Adapter SDK to integrate the UWQ
client with the third-party softphone, we can bypass all the servers used in
server-side adapters. This integration type is referred to as client-side
integration because it involves direct communication between two client
applications: the third-party softphone and the UWQ client.
Basic Integration Architecture
The Basic
Telephony SDK plug-in enables third-party telephony systems to communicate with
the Oracle E-Business Suite by using one of two types of HTTP messages:
Callout: Messages are sent from Oracle E-Business Suite to the
third-party system using a HTTP GET request.
Event: Messages are sent from a third-party system using an HTTP
POST request.
The below diagram shows the sending and receiving of Callouts
and Events.
Message Structure
Callout Messages
Following are few examples of the Callout
messages sent by Ebusiness suite.
1. Register
http://localhost:<port>/?FunctionName=Register&
telesetNumber=<AgentExtnNumber>&
agentID=<AgentACDid>&ipAddress=<CRM IP
Address>&port=<CRM Port> telesetNumber=<AgentExtnNumber>&
2. Login
http://localhost:port/?FunctionName=Login&
telesetNumber=<AgentExtnNumber>&agentID=<AgentId>
&agentPassword=<ACD
Password>&agentQueue=<ACD Queue>
3. UnRegister
http://localhost:<port>/?FunctionName=Unregister&
telesetNumber=<AgentExtnNumber>&agentID=<AgentACDId>
4. Logout
http://localhost:port/?FunctionName=Logout&
telesetNumber=<AgentExtnNumber>&agentID=<AgentId>
&agentPassword=<ACD
Password>&agentQueue=<ACD Queue>
5. Ready
The Ready Callout
message is sent when agent becomes ready (first time login or after a break) to
take calls. The message sent will be :
http://localhost:<port>/?FunctionName=Ready&
telesetNumber=<AgentExtnNumber>&agentID=<AgentId>
6. Not ready
The
NotReady Callout message is sent when agent is not ready/unavailable to take calls. The message sent will be :
http://localhost:<port>/?FunctionName=NotReady&
telesetNumber=<AgentExtnNumber>&agentID=<AgentId>
7. Check Status
The CheckStatus Callout
message is sent by CRM on periodic basis to check connection and re-establish
connection. The message sent will be:
http://localhost:<port>/?FunctionName=CheckStatus
8. Make Call
The MakeCall
Callout Message is sent when agent enters a number and presses Dialout in CRM. The message sent
will be :
http://localhost:<port>/?FunctionName=MakeCall&
telesetNumber=<AgentExtnNumber>&
agentID=<AgentId>&
dialString=<Number
to be dialed>
9. Response in case of error
<CCTSDK>
<event
name="Error">
<data
name="occtErrorMsg" value="<Error Message> "/>
</event>
</CCTSDK>
Event Messages
Following are few examples of the Event
messages sent by the third party telephony system to ebusiness suite.
1. ScreenPop
ScreenPop message
is used to trigger screen pop-up in UWQ. The same message is used for ScreenPop
for incoming calls or calls established through outbound dialling.
The structure of
XML message to be sent is as follows:
<CCTSDK>
<event name="ScreenPop">
<data name="occtSourceID"
value="<InteractionUniqueId>"/>
<data name="occtANI" value="<Callers
Number>"/>
<data name="occtDNIS"
value="<Agent ExtnNumber>"/>
[<data
name=”CustomerID” value=”<CustomerNumber>”/>]
[<data
name=”ContactNum” value=”<RegisteredPhoneNumber>”/>]
[<data
name=”ScreenPopType” value=”SR|OPPORTUNITY|EVENT”/>]
[<data
name=”occtClassification” value=”SR|OPPORTUNITY|EVENT”/>]
[<data
name=”AccountNum” value=”<Primary Account Number>”/>]
[<data
name=”EventCode” value=”<Event
Registration Code>”/>]
[<data
name=”ServiceRequestNum” value=”<SR Number>” />]
[<data
name=”COMPAIGN_SCHEDULE_NAME” value=”<Compaign Name>”/>]
[<data
name=”lastOperationCode” value=”<lastOperationCode>”/>]
[<data
name=”language” value=”<language>” />]
</event>
</CCTSDK>
2. CallEstablished
CallEstablished
message is sent when a call is established / connected. This message need to be
sent after ScreenPop message. CRM uses this information to make Interaction
History.
The structure of
XML message to be is as follows:
<CCTSDK>
<event name="CallEstablished">
<data name="occtSourceID"
value="<InteractionUniqueId>"/>
</event>
</CCTSDK>
The
occtSourceID of this message should match with occtSourceID for corresponding
ScreenPop message
3.
CallReleased
CallReleased
message is sent when a call is disconnected. CRM uses this information to make
Interaction History.
The structure of
XML message to be sent is as follows:
<CCTSDK>
<event name="CallReleased">
<data name="occtSourceID"
value="<InteractionUniqueId>"/>
</event>
</CCTSDK>
The
occtSourceID of this message should match with occtSourceID for corresponding
ScreenPop message
