This chapter covers the following topics:
About Telephony Integration in Oracle TeleService
Telephony integration makes it possible for agents working in the Contact Center and the Service Request windows to receive screen windows displaying customer information and to automatically start interactions when they accept a call from a customer.
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You can implement telephony integration for Oracle TeleService via:
The application automatically records all screen windows in interaction history regardless of the telephony integration method that you choose. Agents can view past interactions with customers on the Interactions tab of the Contact Center window.
Implementing Telephony in the Service Request Window
To enable telephony in the Service Request window, follow one of the implementation guidelines in this chapter depending on your implementation method:
You must specify the integration method you are implementing by setting the system profile Customer Care: Telephony Screen Pop Mode.
For a list of IVR parameters, call reasons, and supported window behavior, see Service Request IVR Parameters, Call Reasons, and Window Behavior.
For an understanding of key user procedures, see User Procedures in Oracle Telephony Applications.
Implementing Telephony in the Contact Center Window
To enable telephony in the Contact Center window, follow one of the implementation guidelines in this chapter depending on your implementation method:
You must specify which integration method you are implementing by setting the system profile Customer Care: Telephony Screen Pop Mode.
For a list of IVR parameters, call reasons, and supported window behavior, see Contact Center IVR Parameters, Call Reasons, and Window Behavior.
For an understanding of key user procedures when you implement the telephony integration via Oracle telephony applications, please see User Procedures in Oracle Telephony Applications.
Implementing Direct Contact Center Integration with CTI Applications
Direct integration with third party CTI software provides faster screen windows than integration by Oracle telephony applications. However, direct integration does not support “warm transfers”, the ability to transfer caller information between agents, a feature of Oracle Advanced Inbound.
This section explains how you can implement direct integration with third party CTI applications. It consists of:
Direct Integration with CTI Applications Overview
Both the Contact Center window and the Service Request window can be enabled for direct telephony integration. Implementing a direct integration between third party CTI applications and an enabled window makes it possible for you to refresh the enabled window based on CLI (Calling Line Identification), DNIS (Dialed Number Identification Service), and IVR (Interactive Voice Response) inputs from any CTI application.
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XML format messaging makes the integration suitable for use with any third party software. You can perform the integration from either the CTI client or from middle ware.
The direct integration improves performance over the use of Oracle Advanced Inbound. This is especially important for high volume call centers.
The integration uses a message signature that is consistent with the Basic SDK, simplifying migration for customers who have integrated using the Basic SDK.
The implementation involves a subset of the steps outlined in the Basic Integrations chapter of the Oracle Telephony Adapter SDK Developers Reference Guide.
Direct integration supports:
The integration does not support:
A sample of how it works, using the Contact Center window is given below:
Login Sequence for the Contact Center Window
The login sequence, using the Contact Center window is as follows:
Call Flow Sequence for the Contact Center Window
The flow for incoming calls is as follows:
Enabling Direct CTI Telephony Integration in the Contact Center
This topic covers the steps to enable the direct integration that you have implemented.
To enable direct telephony integration
Implementing Contact Center Telephony through Oracle Telephony Applications
Implementing telephony integration using Oracle Advanced Inbound, Oracle Advanced Outbound, and the Universal Work Queue does not require any custom development and supports the warm transfer of customer data between agents.
To set up telephony in the Contact Center via Oracle telephony applications
Contact Center IVR Parameters, Call Reasons, and Window Behavior
This topic describes the IVR parameters and the call reasons customers can enter and the resulting Contact Center window behavior.
Contact Center IVR Parameters
If you have chosen to display the Contact Center window, customers can select one of the following identifiers within the IVR:
Contact Center Call Reasons
Customers can select one of the following call reasons within the IVR (Please Note: In Oracle Advanced Inbound, call reasons are called 'Key Value Pairs'.):
Contact Center: IVR and Call Reasons Matrix
The following table describes the various combinations of IVR parameters and call reasons that a customer can enter, as well as to describe the intended behavior of the application.
Note: An asterisk (* ) indicates that a tab is predefined as the default, but can be changed with a profile option.
Service Request IVR Parameters, Call Reasons, and Window Behavior
This topic describes the IVR parameters, call reasons, and behavior for the Service Request window.
Service Request IVR Parameters
If you are displaying the Service Request Windows, customers can select one of the following identifiers within the IVR:
Service Request Call Reasons
Customers can select one of the following call reasons within the IVR. ( Note: In Oracle Advanced Inbound, call reasons are called 'Key Value Pairs'.):
Service Request: IVR and Call Reasons Matrix
The following tables describes the various combinations of IVR parameters and call reasons that a customer can enter, as well as to describe the intended behavior of the application.
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic callrouting.
Common functions[edit]By application type[edit]
CTI applications tend to run on either a user's desktop, or an unattended server.
By connection type[edit]
Computer-phone connections can be split into two categories:
History and main CTI technologies[edit]
The origins of CTI can be found in simple screen population (or 'screen pop') technology. This allows data collected from the telephone systems to be used as input data to query databases with customer information and populate that data instantaneously in the customer service representative screen. The net effect is the agent already has the required screen on his/her terminal before speaking with the customer.
This technology started gaining widespread adoption in markets like North America and West European countries.
There were several standards which had a major impact in the ´normalization´ of in the industry, previously fully closed and proprietary to each PBX/ACD vendor. On the software level, the most adopted interface by vendors is the CSTA standard, which is approved by the standards body ITU. Other well known CTI standards in the industry are JTAPI, TSAPI and TAPI: JTAPI, the Java Telephony API is promoted by Sun; TSAPI, originally promoted by the AT&T (later Lucent then Avaya) and Novell; Microsoft pushed their own initiative also, and thus TAPI was born, with support mostly from Windows applications. All of these standards required the PBX vendor to write a specific driver, and initially support for this was slow.
Among the key players in this area, Lucent played a big role and IBM acquired ROLM Inc, a US pioneer in ACDs, in an attempt to normalize all major PBX vendor interfaces with its CallPath middleware. This attempt failed when it sold this company to Siemens AG and gradually divested in the area. A pioneer startup that combined the technologies of voice digitization, Token Ring networking, and time-division multiplexing was ZTEL of Wilmington, Massachusetts. ZTEL's computer-based voice and data network combined user-programmable voice call processing features, protocol conversion for automated 'data call processing,' database-driven directory and telset definitions, and custom LSI chipset technology. ZTEL ceased operation in 1986.
Two other important players were Digital Equipment Corporation and Tiger Software (now Mondago). Digital Equipment Corporation developed CT Connect which includes vendor abstraction middleware. CT Connect was then sold to Dialogic, which in turn was purchased by Intel. This CTI software, known as CT Connect, was most recently sold in 2005 to Envox Worldwide. Tiger Software produced the SmartServer suite which was primarily aimed at allowing CRM application vendors to add CTI functionality to their existing applications with minimal effort. Later, and after changing their name to Mondago, Tiger Software went on to produce the Go Connect server application, which is aimed at providing at helping other CTI vendors integrate with a wider range of telephone systems.
By 2008, most PBX vendors had aligned themselves behind one or two of the TAPI, CSTA or TSAPI standard. The TSAPI advocates were: Avaya, Telrad. The CSTA advocates were: Siemens (now Unify), Aastra, DeTeWe, Toshiba, Panasonic. The majority (see main TAPI article for detail) preferred TAPI. A few vendors promoted proprietary standards: Mitel, Broadsoft, Digium and most hosted platforms. CT Connect and Go Connect thus provided an important translation middle-layer, allowing the PBX to communicate in its preferred protocol, while an application can communicate using its preferred protocol.
Many of the early CTI vendors and developers have changed hands over the years. An example is Nabnasset, an Acton, Massachusetts firm that developed a CORBA based CTI solution for a client and then decided to make it into a general product. It merged with Quintus, a customer relationship management company, which went bankrupt and was purchased by Avaya Telecommunications. Smaller organisations have also survived from the early days and have leveraged their heritage to thrive. However, many of the 1980s startups that were inspired by the 'Bell Breakup' and the coming competitive telephony marketplace, did not survive the decade.
On the hardware level, there was a paradigm shift since 1993, with emerging standards from IETF, which led to several new players like Dialogic, Brooktrout (now part of Dialogic), Natural MicroSystems (also now part of Dialogic) and Aculab offering telephony interfacing boards for various networks and elements.
Until 2011, it was the makers of telephone systems that implemented CTI technologies such as TAPI and CSTA. But after this time, a wave of handsets become popular that were independently made. These handsets would connect to the telephone systems using standards such as SIP and consumers could easily buy their telephone system from one vendor and their handsets from another. However, this situation led to poor quality CTI since the protocols (ie SIP) were not really suitable for third-party control.
So, handset vendors started to add support for CTI directly. Initially this would be over proprietary HTTP methods, but in time uaCSTA (aka TR/87) became popular and by 2016 most SIP handsets support uaCSTA control. These include: Snom (the first to pioneer it), Yealink, Akuvox, Panasonic and Aastra.
See also[edit]
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