Overview of the Oracle Advanced Inbound Telephony 11.5.10 and R12 Releases (Doc ID 1214915.1)

Last updated on OCTOBER 24, 2022

Applies to:

Oracle Advanced Inbound Telephony - Version 11.5.10 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.

Purpose

This document aims to provide an overview of the Oracle Advanced Inbound Telephony.

Oracle Advanced Inbound Telephony is Oracles product to integrate Oracle Applications with a Customers PBX/Switch and a 3rd Party CTI Middleware software.

Once installed and configured Customers can then use telephony with Oracle TeleSales and Oracle TeleService.

Specifically it covers :

Details on 11.5.10 and R12 implementations.
Details on integration with supported PBX/Switches.
Details on integration with 3rd Party CTI Middleware.
Details on the use of the SDK (Software Developers Kit) when needed.
Details on the Switch Simulator and the advantages this gives.

Some of the features of Oracle Advanced Inbound Telephony are :

Agents can then make/receive/transfer telephone calls from Oracle Applications.

Screen pop Customer record.

IVR Integration.

Integration to Advance Outbound for Marketing Campaigns.

Note: Intergrating Oracle Applications is not a quick process with simple steps, sufficent time must be allocated to the implmentation . Oracle Consultanty and Oracle Partners can be engaged where needed if the resources on site do not have the available expertise in this area.

Please refer to this document prior to starting an Interaction Center Installation at site.