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

Last updated on DECEMBER 03, 2019

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 :

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.

Questions and Answers

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In this Document
Purpose
Questions and Answers
 Overview of the Oracle Advanced Inbound Telephony 11.5.10 and R12 Releases
 1. Oracle provides a number of supported ways to use Telephony with Oracle Applications.
 1.1 Supported Adapters for certified PBX Switches and CTI Middlewares.
 1.2 Software Developers Kit (SDK)
 1.1.1 Advanced Intergration
 1.1.2 Standard Intergration
 1.1.3 Basic Intergration
 1.1.4 Direct Integration - Screen Pop Only 11.5.10.
 1.1.5 Direct Integration - Addition of Dial Out Functionality in R12.
 1.3 Call Center On Demand - Hosted Virtual Call Center Solution
 2. Patching
 3. Further Advise when using Supported PBX/CTI Middleware Integration
 3.1 Step 1 - Checking for certified PBX
 3.2 Step 2 - Testing PBX with Physical Handset
 3.3 Step 3 - Checking for Certified Middleware
 3.4 - Testing CTI Middleware Implementation
 3.5 - Using Switch Simulator to familize with Oracles Telephony Offering
 3.6 - Configure Oracle Applications to use the PBX and CTI Middleware
 3.7 - Configure Oracle Advanced Inbound Telephony Servers
 4. Further Details on SDK Integration
 5. Further details on Call Center On Demand - Hosted Virtual Call Center Solution
 6. Trouble Shooting
 6.1 How best to collect logs for an Advanced Inbound Issue.
 6.2 3rd Party CTI Middleware logs
 6.3 Setting Verbose logging on AI Servers in Server Group
 6.4 icWorkController/Softphone logs
 6.5 jInitiator and Java Plug Console logs
 7 Further Notes
References

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