My Oracle Support Banner

How To Gather Detailed Logs For A CTI Direct Telephony Integration Issue (Doc ID 1359235.1)

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.


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:


To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

In this Document

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.