How To Gather Detailed Logs For A CTI Direct Telephony Integration Issue
(Doc ID 1359235.1)
Last updated on JUNE 23, 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.
The following note aims to assist with gathering logs to help in debugging issues with a CTI Direct Telephony Integration.
Direct Integration - Screen Pop Only 11.5.10.
Direct integration allows a third-party CTI client or softphone to trigger a screen pop in Oracle E-Business Suite forms: Contact Center, Service Request, and eBusiness Center.
To support this integration method, additional code in the form of a Java bean is included as part of the respective form for it to establish communication with the third-party softphone. This enables the form to accept data from the softphone. With this approach, customers can build the integration directly into the form from the (middleware) softphone without having to go through the UWQ client.
Customer third party softphone can use be instead of the icWorkController.
Addition of Dial Out Functionality in R12.
In R12 'Direct Integration' has been enhanced to add:
- 'Click to dial' buttons to make calling Customers directly from the Service Request form and the eBusiness Center form a possibility.
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