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How to gather detailed logs for a BASIC Telephony integration issue. (Doc ID 1359225.1)

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.


This note aims to assist with gathering logs when a BASIC telephony integration with Oracle Applications is failing at some stage.

Basic integration integrates the Oracle Universal Work Queue (UWQ) client to the third-party switch or middleware softphone that uses the Basic Telephony Adapter SDK.

The UWQ server and all other of the usual AI Servers are NOT needed.

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.

This integration option is less complex than the server-side adapter because, fewer servers are involved in the integration, it scales better and has fewer performance degradation issues.

In cases where a preconfigured adapter is not available for the particular version of switch or middleware with which a customer desires an integration, the Oracle Telephony Adapter SDK can be utilized to build a client-side integration.

Because this is a custom solution, it requires additional effort to build the adapter to establish the Integration  between the UWQ client and the third-party softphone. As part of this integration, the third-party softphone passes the data related to the incoming call to the UWQ client. The UWQ client uses this information to launch the context sensitive screen pop for the agent.


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