ORACLE ADVANCED INBOUND

INTERACTION CENTER FAMILY PACK R CTI INTEGRATION APPLICATION NOTE

FOR ALCATEL 4400 WITH ENVOX CT

CONNECT SOFTWARE

Authors: Creation Date: Last Updated: Version:

Oracle Advanced Inbound Team June 25, 2002 June 19, 2006 Family Pack_R

Copyright (C) 2004 Oracle Corporation All Rights Reserved

Enabling the Information Age

Document Control

Change Record

Date 10/17/02 10/28/02 10/29/02 12/31/02 1/1/03 10/10/03 10/27/03 10/22/04 6/19/06

Author Sushant Agarwal Simon Lau Jacki Tessmer Simon Lau Jacki Tessmer Kevin C. Wong Simon Lau Manish Gupta Manish Gupta

Version Family Pack_Q Family Pack_Q Family Pack_Q Family Pack_Q Family Pack_Q Family Pack_Q Family Pack_Q Family Pack_R Family Pack_R

Change Reference Revised document for Family Pack P release. Corrected switch-middleware versions Minor edits and review Revised document for Family Pack Q release. Review and misc. edits Addition to java.policy Corrected typo in java.policy Revised document from Family Pack Q release Added support for CT Connect 6.1

Reviewers

Name Simon Lau Jacki Tessmer

Title Development Manager, Oracle Call Center & Telephony Group Product Manager, Oracle Advanced Inbound

Contents

DOCUMENT CONTROL ..................................................................................................................... 2 PREFACE ........................................................................................................................................... 4 Purpose ................................................................................................................................... 4 Audience ................................................................................................................................. 4 Related Documents ............................................................................................................. 4 OVERVIEW ........................................................................................................................................ 5 Hardware and Software Requirements ......................................................................... 5 Product Release Compatibility Matrix.......................................................................... 5 Supported Advanced Inbound Modes of Operation .................................................. 5 Supported Advanced Inbound Functions ..................................................................... 6 TELEPHONY PLATFORM CONFIGURATION ...................................................................................... 8 Envox CT Connect Link Configuration ........................................................................ 8 ADVANCED INBOUND CONFIGURATION....................................................................................... 10 Envox CT Connect Client Installation........................................................................ 10 Middleware Configuration ............................................................................................. 10 Route Point Configuration ............................................................................................. 11 Teleset Configuration ....................................................................................................... 11 Interaction Center Resource Configuration............................................................... 12 Mapping IVR Fields to Application Fields ................................................................ 12 KNOWN ISSUES ............................................................................................................................... 13 BEST PRACTICES ............................................................................................................................. 14

Preface

Purpose
This document contains the specific information for implementing Oracle Advanced Inbound in a call center environment with an Alcatel 4400 telephony switch and Envox CT Connect middleware. It is a telephony platform-specific supplement to Oracle Advanced Inbound Implementation Guide. While the Oracle Advanced Inbound Implementation Guide covers general topics such as configuring server groups and defining classifications and rules for call routing and screen pop, this document explains how to configure communication links to the telephony platform and manage telephony devices and resources that are monitored and controlled by Oracle Advanced Inbound. Specific instructions on any required modifications to the configuration of the telephony platform itself are also included. This application note also lists the telephony hardware and software requirements, compatible releases, supported Advanced Inbound features, and any known integration issues or limitations that are specific to this telephony platform.

Audience
The intended audience of this document is system integrators and administrators who are responsible for installing, configuring, and maintaining the Oracle Advanced Inbound product. The reader should understand general features and configuration procedures for the Oracle Advanced Inbound product as covered in the Oracle Advanced Inbound Implementation Guide. Someone with a working knowledge of basic administration tasks on the telephony platform is also required.

Related Documents
The following documents are available on the Oracle Applications Documentation Library web site on Oracles Support Website Metalink. Oracle Advanced Inbound Implementation Guide Release 11i Oracle Advanced Inbound Multi-Site Application Note Oracle Advanced Outbound Implementation Guide Release 11i Oracle Applications Interaction Center Implementation Guide Release 11i Oracle Interaction Center Server Manager Implementation Guide Release 11i Oracle Universal Work Queue Implementation Guide Release 11i Oracle Universal Work Queue User Guide Release 11i

Overview
Oracle Advanced Inbound communicates with the Alcatel 4400 via Envox CT Connect. Envox CT Connect serves as a middleware between Alcatel 4400 and Oracle Advanced Inbound; it translates call events and call control messages from one protocol to another. Envox CT Connect communicates with Alcatel 4400 using the CSTA message protocol. Envox CT Connect converts CSTA messages into generic CPS messages, which Oracle Advanced Inbound uses to communicate with Envox CT Connect. Oracle Telephony Adapter Server (OTAS), a component of Oracle Advanced Inbound, interfaces with Envox CT Connect server using the Java-based CPS client API (ctcapi.jar).

Hardware and Software Requirements

To work with the Oracle Advanced Inbound software, Alcatel 4400 must meet the hardware and software requirements listed in the following table.
Alcatel 4400 Hardware Requirements Alcatel OmniPCX 4400, CCx Series PBX system Alcatel ACD teleset Model 4035 Alcatel 4400 Software Requirements Software Release 5.0 Call Center Supervisor, CCS v5.0

To work with the Oracle Advanced Inbound software, Envox CT Connect must meet the software requirements listed in the following table.
Envox CT Connect Software Requirements Envox CT Connect, Full Configuration Server license v6.1 (Enterprise Edition license optional)

Product Release Compatibility Matrix

Alcatel 4400 Release 5.0 CT Connect v6.1 Oracle Advanced Inbound Interaction Center Family Pack R

Supported Advanced Inbound Modes of Operation

Oracle Advanced Inbound can be configured in Passive Mode only when integrated with Alcatel 4400 and Envox CT Connect: Passive Mode - standard PBX/ACD routing and distribution of calls to call center agents 5

occurs. Oracle Advanced Inbound becomes aware of the call through CTI when it rings at the agent's teleset. Oracle Advanced Inbound does not monitor or control any PBX/ACD route points in this mode.

Supported Advanced Inbound Functions

Oracle Advanced Inbound supports the following CTI-enabled functions when integrated with Alcatel 4400 and Envox CT Connect:
FUNCTION Login Logout Ready Not Ready Make Call Answer Hang up Hold Retrieve Consultative Transfer SUPPORT? YES YES YES YES YES YES YES YES YES YES COMMENTS / USER ACTION TO PERFORM THIS FUNCTION Open Universal Work Queue desktop and enter Phone Extension. Close Universal Work Queue desktop. (Passive Mode only) Select Inbound Telephony media queue and click Get Work on Universal Work Queue desktop. (Passive Mode only) Click Stop Media icon on icWork Controller. Enter a number and click Dial on Softphone (i.e. the Phone tab of icWork Controller). Click on the Line button with a ringing call (flashing yellow) on Softphone. Click Release on Softphone. (External Calls ONLY) Click Hold on Softphone. Click Hold or the Line button with the held call (flashing green) on Softphone. (Internal parties ONLY) Enter a number and click Transfer on Softphone. Wait for consulted party to answer. Then complete the transfer by clicking Transfer again. Enter a number and click Transfer on Softphone. Before the consulted party answers, complete the transfer by clicking Transfer again. Enter a number and click Conference on Softphone. Wait for consulted party to answer. Then complete the conference by clicking Conference again. No plans to support this feature for this telephony platform. Supported in Passive mode. No plans to support this feature for this telephony platform. Supported in Passive mode. No plans to support this feature for this telephony platform due to telephony platform limitations. No plans to support this feature for this telephony platform due to telephony platform limitations required for an enhanced passive mode configuration. No plans to support this feature for this telephony platform due to telephony platform limitations for active and enhanced passive mode configurations. Supported in Passive mode. Supported in Passive mode. No plans to support this feature for this telephony platform at this time. No plans to support this feature for this telephony platform due to telephony platform limitations for active mode configuration. Outbound call is automatically dialed from the agent phone. No agent action is required. The agents will have to use Oracle softphone to work with Advanced Inbound. Using the physical teleset is not supported

Blind Transfer

YES

Consultative Conference

YES

Send DTMF Digits ANI / DNIS Call Data IVR Collected Data Call Classification Call Routing Real-time Queue Counts

NO YES NO YES NO NO

Abandoned Calls Reporting

NO

Transferred Calls Reporting Multi-Site Call and Data Transfer Multi-Site Enterprise Routing Web Callback Use physical teleset

YES NO NO

Conferenced Calls Reporting YES

YES NO

FUNCTION Manual Outbound Preview Outbound Progressive Outbound Predictive Outbound

SUPPORT? YES YES YES NO

COMMENTS / USER ACTION TO PERFORM THIS FUNCTION Enter a number and click Dial on Softphone. Phone number is automatically populated on Softphone. Click Dial to place the call. Outbound call is automatically dialed from the agent phone. No agent action is required. No plans to support this feature for this telephony platform at this time.

Call Treatment Call treatments (music, recorded announcements) are provided by the Alcatel 4400 PBX through voice guides. Voice Guide (VG) #74 is used by the system to play a message or a tone when a call is waiting at a route point. For example, VG #74 can be configured to play Message #700 (default Alcatel 4400 music). A custom message can be recorded and VG #74 can be configured to point to the custom message if desired. To configure voice guides, go to Alcatel 4400 Generic Configuration Panel -> A4400 Node -> System -> VG. Contact your Alcatel representative for more information on Voice Guides. Break Codes An agent can select a break code on the icWorkController. These break codes are used for reporting on the agent activity within Oracle solution suite and are not integrated with the break codes that are available on the switch.

Telephony Platform Configuration

To work with the Oracle Advanced Inbound software, the telephony platform must be configured properly to provide the necessary event notification and call control. This section works through the following step used to verify specific settings in Envox CT Connect. 1. Configure a link in Envox CT Connect

This information should be used in conjunction with the Envox CT Connect documentation.

Envox CT Connect Link Configuration

Configure a link in the Envox CT Connect Configuration to point to the Alcatel 4400.

Prerequisites
Install Envox CT Connect. Obtain the IP address and TCP port of the Alcatel switch.

Steps
1. 2. Launch the Envox CT Connect Configuration Program. Choose and enter a meaningful name for the Link Logical ID (e.g. alcatel). Remember to write down this Link Logical ID, as you will need to enter it in the Call Center Administration exactly as you entered it here. Click Add. Select Alcatel 4400 CSTA Phase II. Click Next. Enter the Switch IP Address; that is, the IP address of the Alcatel 4400. Enter the Port Number, i.e. the TCP port number as defined on the switch. Check the Auto Start Link checkbox if you want this link to be automatically started whenever Envox CT Connect server starts up. Click on the Advanced button to go to the Advanced Settings screen. Under Data Parameters, check the Server Application Data checkbox. IMPORTANT: The Server Application Data must be enabled for the call and data transfer feature to function properly in Oracle Advanced Inbound. Configure all remaining fields as necessary (refer to Envox CT Connect Configuration Program Help by clicking Help) or choose default settings. Click Save.

3. 4. 5. 6.

7.

8.

You may now start the Envox CT Connect server by starting the CtcServer service in Control Panel > Services. Checkpoint: Launch the Envox CT Connect Control Program (CtcCp.exe). Verify that the link state is ON. If the link state is OFF, turn it on by clicking the Link Control On/Off button. If the link state is STARTING, wait for a few seconds to a minute for the link to go up, then click the Refresh button to check the link state again. If it gets stuck in the STARTING state, you may try turning it off and then turning it on again, using the Link Control On/Off button. You must get this to work before proceeding to the next section.

Advanced Inbound Configuration

After the telephony platform has been properly configured and tested proceed to Oracle Advanced Inbound configuration. The Oracle Advanced Inbound implementation tasks specific to Alcatel 4400 and Envox CT Connect include: 1. 2. 3. 4. 5. 6. Envox CT Connect Client Installation Middleware Configuration Route Point Configuration Teleset configuration Interaction Center Resource configuration Mapping IVR Fields to Application Fields

For general instructions on implementing Oracle Advanced Inbound, please refer to Oracle Advanced Inbound Implementation Guide and Oracle Interaction Center Server Manager Implementation Guide.

Envox CT Connect Client Installation

The Envox CT Connect Client API must be installed on the machine running the Oracle Telephony Adapter Server (OTAS). To do this, copy the ctcapi.jar file from the Envox CT Connect machine to the icsm/admin/scripts/3rdparty directory of the OTAS machine. For Envox CT Connect v6.1, the OTAS machine must run in Java Runtime Environment (JRE) v1.4 or higher.

Middleware Configuration
The CTI middleware definition contains the information required for Oracle Advanced Inbound to communicate with a switch and CTI middleware.

Prerequisites
Install Envox CT Connect. Configure a link in Envox CT Connect Configuration to point to the Alcatel 4400.

Specific Configuration Steps

Refer to the following table for a list of parameters that are specific to Alcatel 4400 with Envox CT Connect when configuring a CTI Middleware.

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Middleware Parameters for Alcatel 4400 with Envox CT Connect Parameter Middleware Type Description Type of Adapter Sample Value Adapter for Intel NetMerge Call Processing Software 123.45.67.89

CPS Server IP Address 1 CPS Link Logical Identifier 1 CPS Server IP Address 2

IP Address of the Envox CT Connect server

The Logical Identifier of the link defined in the Envox CT Connect Configuration. IP Address of backup Envox CT Connect server. If the primary CPS server fails, the CPS server identified here w The Logical Identifier of the link defined in the backup Envox CT Connect Configuration. Type of switch used at the call center Select True from drop down list.

alcatel

123.45.67.89

CPS Link Logical Identifier 2

alcatel

PBX Type Passive Mode

Alcatel 4400 True

Route Point Configuration

Since Oracle Advanced Inbound is supported in only in a Passive Mode configuration for Alcatel 4400 and Envox CT Connect, there is no need to configure route points.

Teleset Configuration
The teleset definition contains information about a physical phone in the interaction center.

Prerequisites
Configure agent phones in Alcatel 4400 administration.

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Specific Configuration Steps

1. 2. Select Alcatel for the Teleset Type. Configure two lines for each teleset. Enter the same teleset phone number in the Extension field for both lines.

Interaction Center Resource Configuration

The Interaction Resource definition contains information about an agent in the interaction center.

Prerequisites
Configure agent login IDs and (optionally) agent passwords in Alcatel 4400 administration.

Specific Configuration Steps

1. 2. Log into Oracle Applications and navigate to CRM Resource Manager, Resource Administration. In the Interaction Center tab, refer to the following table for configuring telephony parameters.

Telephony Parameters for Alcatel 4400 with Envox CT Connect Field Name ACD Agent ID Description Sample Value 3500

ACD Agent Password

Agent number used to login to a phone, as defined in Alcatel 4400 switch administration Agent password or personal code, as defined in Alcatel 4400 switch administration
Group (PG) Number (not the Pilot number nor the Queue number), as defined in Alcatel 4400 switch administration

0000

Agent Queue

3700

Note: When upgrading from a previous release of Oracle Advanced Inbound, previously configured telephony parameters are automatically migrated. ACD Data 1 converts to ACD Agent Password and ACD Data2 converts to ACD Agent ID.

Mapping IVR Fields to Application Fields

IVR mappings associate IVR Fields to specific Oracle Fields so that the values captured in the IVR are interpreted appropriately for targeted screen pops and call classification and call context. IVR fields are passed as CPS application data In IVR Field, enter the field name in CPS application data. In the corresponding Oracle Field, select the appropriate value in the drop down list; for example, Customer Number. For more information on this topic, please refer to the IVR integration application note available on metalink.oracle.com

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Known Issues
The section documents any known issues, caveats, and limitations of Oracle Advanced Inbound when integrated with Alcatel and Envox CT Connect. IMPORTANT: Oracle does not support agents' use of the PBX/ACD physical teleset for access to features. Due to limitations of the PBX/ACD platform, features activated at the teleset are not passed through the PBX/ACD CTI interface, which desynchronizes the physical teleset and the Oracle CTI interfaces. If an agent uses the physical teleset rather than the softphone, and an unsynchronized condition occurs, then the agent may need to reset the application through the Oracle Universal Work Queue reset feature. Internal calls between agents cannot be put on hold (Alcatel 4400 limitation). However inbound calls and outbound calls can be put on hold. A number prefixed by 0 is understood to be an attendant call and causes the call to be forwarded to a pre-configured extension used for routing overflow. Agent should not attempt dialing any numbers prefixed by 0. If the agent accidentally attempted dialing a number prefixed by 0, then he/she must reset the phone by manually hanging up the actual teleset. A number prefixed by 80 activates the padlocking feature pertaining to the agent phone number, preventing the agent from making any outbound calls. To deactivate padlocking, dial 80 followed by the agent password. An internal call placed to a destination agent who is in wrap-up mode would fail (Alcatel 4400 limitation.) Call forwarding is not effective for ACD calls i.e. an agent who has set his teleset to call forward would still receive inbound calls routed by the ACD; however internal calls and direct dialed inbound calls would be routed to forwarded Extension (Alcatel 4400 feature.) DTMF feature is supported only for external calls (CSTA limitation).

Call re-routing is not supported i.e. an inbound ACD call not answered by an agent, does not cause a re-route request, the call will keep ringing at the original agent set (Alcatel 4400 limitation.)

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Best Practices
The section documents procedures and settings which are not required for functionality but are recommended for improved and/or more stable performance.

DualNICCardsinEnvoxCTConnectServer Thefollowing,commonlyoverlooked,bulletedinformationisdrawnfromtheofficialEnvox CTConnectHardwareRequirementslist: AnetworkadaptercardforconnectiontoCPSclients.Forsuitablecards,refertothe documentationprovidedwithWindowsNTorWindows2000orrefertotheMicrosoftweb site.Forexample,refertotheWindowsHardwareCompatibilityList,orseeyourhardware supplier. Anetworkadaptercardforconnectiontotheswitch.Thecardthatyouinstallisdependent onthetypeofswitchyouareusingandthenetworkprotocolusedbetweentheEnvoxCT Connectserverandtheswitch. ThisconfigurationisrecommendedinordertooptimizethesegmentsbetweentheEnvoxCT ConnectserverandthePBXandtheEnvoxCTConnectserverandtheexternalnetwork(Envox CTConnectClients).

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