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ORACLE ADVANCED INBOUND INTERACTION CENTER FAMILY PACK R CTI INTEGRATION APPLICATION NOTE FOR ALCATEL 4400 WITH ENVOX CT CONNECT SOFTWARE

Authors: Oracle Advanced Inbound Team

Creation Date: June 25, 2002

Last Updated: June 19, 2006

Version: Family Pack_R

Copyright (C) 2004 Oracle Corporation All Rights Reserved

Enabling the Information Age™

Document Control

Change Record

Date Author Version Change Reference

10/17/02 Sushant Agarwal Family Pack_Q Revised document for Family Pack P release. 10/28/02 Simon Lau Family Pack_Q Corrected switch-middleware versions 10/29/02 Jacki Tessmer Family Pack_Q Minor edits and review 12/31/02 Simon Lau Family Pack_Q Revised document for Family Pack Q release.

1/1/03 Jacki Tessmer Family Pack_Q Review and misc. edits 10/10/03 Kevin C. Wong Family Pack_Q Addition to java.policy 10/27/03 Simon Lau Family Pack_Q Corrected typo in java.policy 10/22/04 Manish Gupta Family Pack_R Revised document from Family Pack Q release

6/19/06 Manish Gupta Family Pack_R Added support for CT Connect 6.1

Reviewers

Name Title

Simon Lau Development Manager, Oracle Call Center & Telephony

Jacki Tessmer Group Product Manager, Oracle Advanced Inbound

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Contents

DOCUMENT CONTROL ..................................................................................................................... 2 PREFACE ........................................................................................................................................... 4

Purpose ................................................................................................................................... 4 Audience................................................................................................................................. 4 Related Documents ............................................................................................................. 4

OVERVIEW ........................................................................................................................................ 5 Hardware and Software Requirements ......................................................................... 5 Product Release Compatibility Matrix.......................................................................... 5 Supported Advanced Inbound Modes of Operation .................................................. 5 Supported Advanced Inbound Functions..................................................................... 6

TELEPHONY PLATFORM CONFIGURATION...................................................................................... 8 Envox CT Connect Link Configuration........................................................................ 8

ADVANCED INBOUND CONFIGURATION....................................................................................... 10 Envox CT Connect Client Installation........................................................................ 10 Middleware Configuration ............................................................................................. 10 Route Point Configuration ............................................................................................. 11 Teleset Configuration ....................................................................................................... 11 Interaction Center Resource Configuration............................................................... 12 Mapping IVR Fields to Application Fields ................................................................ 12

KNOWN ISSUES............................................................................................................................... 13 BEST PRACTICES ............................................................................................................................. 14

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Preface

Purpose

This document contains the specific information for implementing Oracle Advanced Inbound in a call center environment with an Alcatel 4400 telephony switch and Envox CT Connect middleware. It is a telephony platform-specific supplement to Oracle Advanced Inbound Implementation Guide. While the Oracle Advanced Inbound Implementation Guide covers general topics such as configuring server groups and defining classifications and rules for call routing and screen pop, this document explains how to configure communication links to the telephony platform and manage telephony devices and resources that are monitored and controlled by Oracle Advanced Inbound. Specific instructions on any required modifications to the configuration of the telephony platform itself are also included. This application note also lists the telephony hardware and software requirements, compatible releases, supported Advanced Inbound features, and any known integration issues or limitations that are specific to this telephony platform.

Audience

The intended audience of this document is system integrators and administrators who are responsible for installing, configuring, and maintaining the Oracle Advanced Inbound product. The reader should understand general features and configuration procedures for the Oracle Advanced Inbound product as covered in the Oracle Advanced Inbound Implementation Guide. Someone with a working knowledge of basic administration tasks on the telephony platform is also required.

Related Documents

The following documents are available on the Oracle Applications Documentation Library web site on Oracle’s Support Website Metalink.

• Oracle Advanced Inbound Implementation Guide Release 11i

• Oracle Advanced Inbound Multi-Site Application Note

• Oracle Advanced Outbound Implementation Guide Release 11i

• Oracle Applications Interaction Center Implementation Guide Release 11i

• Oracle Interaction Center Server Manager Implementation Guide Release 11i

• Oracle Universal Work Queue Implementation Guide Release 11i

• Oracle Universal Work Queue User Guide Release 11i

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Overview

Oracle Advanced Inbound communicates with the Alcatel 4400 via Envox CT Connect. Envox CT Connect serves as a “middleware” between Alcatel 4400 and Oracle Advanced Inbound; it translates call events and call control messages from one protocol to another.

Envox CT Connect communicates with Alcatel 4400 using the CSTA message protocol. Envox CT Connect converts CSTA messages into generic CPS messages, which Oracle Advanced Inbound uses to communicate with Envox CT Connect. Oracle Telephony Adapter Server (OTAS), a component of Oracle Advanced Inbound, interfaces with Envox CT Connect server using the Java-based CPS client API (ctcapi.jar).

Hardware and Software Requirements

To work with the Oracle Advanced Inbound software, Alcatel 4400 must meet the hardware and software requirements listed in the following table.

Alcatel 4400 Hardware Requirements

Alcatel OmniPCX 4400, CCx Series PBX system

Alcatel ACD teleset Model 4035

Alcatel 4400 Software Requirements

Software Release 5.0

Call Center Supervisor, CCS v5.0

To work with the Oracle Advanced Inbound software, Envox CT Connect must meet the software requirements listed in the following table.

Envox CT Connect Software Requirements

Envox CT Connect, Full Configuration Server license v6.1 (Enterprise Edition license optional)

Product Release Compatibility Matrix

Alcatel 4400 CT Connect Oracle Advanced Inbound

Release 5.0 v6.1 Interaction Center Family Pack R

Supported Advanced Inbound Modes of Operation

Oracle Advanced Inbound can be configured in Passive Mode only when integrated with Alcatel 4400 and Envox CT Connect:

Passive Mode - standard PBX/ACD routing and distribution of calls to call center agents

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occurs. Oracle Advanced Inbound becomes aware of the call through CTI when it rings at the agent's teleset. Oracle Advanced Inbound does not monitor or control any PBX/ACD route points in this mode.

Supported Advanced Inbound Functions

Oracle Advanced Inbound supports the following CTI-enabled functions when integrated with Alcatel 4400 and Envox CT Connect:

FUNCTION SUPPORT? COMMENTS / USER ACTION TO PERFORM THIS FUNCTION

Login YES Open Universal Work Queue desktop and enter Phone Extension.

Logout YES Close Universal Work Queue desktop.

Ready YES (Passive Mode only) Select Inbound Telephony media queue and click Get Work on Universal Work Queue desktop.

Not Ready YES (Passive Mode only) Click Stop Media icon on icWork Controller.

Make Call YES Enter a number and click Dial on Softphone (i.e. the Phone tab of icWork Controller).

Answer YES Click on the Line button with a ringing call (flashing yellow) on Softphone.

Hang up YES Click Release on Softphone.

Hold YES (External Calls ONLY) Click Hold on Softphone.

Retrieve YES Click Hold or the Line button with the held call (flashing green) on Softphone.

Consultative Transfer YES (Internal parties ONLY) Enter a number and click Transfer on Softphone. Wait for consulted party to answer. Then complete the transfer by clicking Transfer again.

Blind Transfer YES Enter a number and click Transfer on Softphone. Before the consulted party answers, complete the transfer by clicking Transfer again.

Consultative Conference YES Enter a number and click Conference on Softphone. Wait for consulted party to answer. Then complete the conference by clicking Conference again.

Send DTMF Digits NO No plans to support this feature for this telephony platform.

ANI / DNIS Call Data YES Supported in Passive mode.

IVR Collected Data NO No plans to support this feature for this telephony platform.

Call Classification YES Supported in Passive mode.

Call Routing NO No plans to support this feature for this telephony platform due to telephony platform limitations.

Real-time Queue Counts NO No plans to support this feature for this telephony platform due to telephony platform limitations required for an enhanced passive mode configuration.

Abandoned Calls Reporting NO No plans to support this feature for this telephony platform due to telephony platform limitations for active and enhanced passive mode configurations.

Transferred Calls Reporting YES Supported in Passive mode.

Conferenced Calls Reporting YES Supported in Passive mode.

Multi-Site Call and Data Transfer

NO No plans to support this feature for this telephony platform at this time.

Multi-Site Enterprise Routing

NO No plans to support this feature for this telephony platform due to telephony platform limitations for active mode configuration.

Web Callback YES Outbound call is automatically dialed from the agent phone. No agent action is required.

Use physical teleset NO The agents will have to use Oracle softphone to work with Advanced Inbound. Using the physical teleset is not supported

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FUNCTION SUPPORT? COMMENTS / USER ACTION TO PERFORM THIS FUNCTION

Manual Outbound YES Enter a number and click Dial on Softphone.

Preview Outbound YES Phone number is automatically populated on Softphone. Click Dial to place the call.

Progressive Outbound YES Outbound call is automatically dialed from the agent phone. No agent action is required.

Predictive Outbound NO No plans to support this feature for this telephony platform at this time.

Call Treatment

Call treatments (music, recorded announcements) are provided by the Alcatel 4400 PBX through voice guides. Voice Guide (VG) #74 is used by the system to play a message or a tone when a call is waiting at a route point. For example, VG #74 can be configured to play Message #700 (default Alcatel 4400 music). A custom message can be recorded and VG #74 can be configured to point to the custom message if desired.

To configure voice guides, go to Alcatel 4400 Generic Configuration Panel -> A4400 Node -> System -> VG.

Contact your Alcatel representative for more information on Voice Guides.

Break Codes

An agent can select a break code on the icWorkController. These break codes are used for reporting on the agent activity within Oracle solution suite and are not integrated with the break codes that are available on the switch.

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Telephony Platform Configuration

To work with the Oracle Advanced Inbound software, the telephony platform must be configured properly to provide the necessary event notification and call control. This section works through the following step used to verify specific settings in Envox CT Connect.

1. Configure a link in Envox CT Connect

This information should be used in conjunction with the Envox CT Connect documentation.

Envox CT Connect Link Configuration

Configure a link in the Envox CT Connect Configuration to point to the Alcatel 4400.

Prerequisites

Install Envox CT Connect. Obtain the IP address and TCP port of the Alcatel switch.

Steps

1. Launch the Envox CT Connect Configuration Program.

2. Choose and enter a meaningful name for the Link Logical ID (e.g. alcatel). Remember to write down this Link Logical ID, as you will need to enter it in the Call Center Administration exactly as you entered it here. Click Add.

3. Select Alcatel 4400 CSTA Phase II. Click Next.

4. Enter the Switch IP Address; that is, the IP address of the Alcatel 4400.

5. Enter the Port Number, i.e. the TCP port number as defined on the switch.

6. Check the Auto Start Link checkbox if you want this link to be automatically started whenever Envox CT Connect server starts up.

7. Click on the Advanced button to go to the Advanced Settings screen. Under Data Parameters, check the Server Application Data checkbox. IMPORTANT: The Server Application Data must be enabled for the call and data transfer feature to function properly in Oracle Advanced Inbound.

8. Configure all remaining fields as necessary (refer to Envox CT Connect Configuration Program Help by clicking Help) or choose default settings. Click Save.

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You may now start the Envox CT Connect server by starting the CtcServer service in Control Panel > Services.

Checkpoint: Launch the Envox CT Connect Control Program (CtcCp.exe). Verify that the link state is ON. If the link state is OFF, turn it on by clicking the Link Control On/Off button. If the link state is STARTING, wait for a few seconds to a minute for the link to go up, then click the Refresh button to check the link state again. If it gets stuck in the STARTING state, you may try turning it off and then turning it on again, using the Link Control On/Off button. You must get this to work before proceeding to the next section.

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Advanced Inbound Configuration

After the telephony platform has been properly configured and tested proceed to Oracle Advanced Inbound configuration. The Oracle Advanced Inbound implementation tasks specific to Alcatel 4400 and Envox CT Connect include:

1. Envox CT Connect Client Installation

2. Middleware Configuration

3. Route Point Configuration

4. Teleset configuration

5. Interaction Center Resource configuration

6. Mapping IVR Fields to Application Fields

For general instructions on implementing Oracle Advanced Inbound, please refer to Oracle Advanced Inbound Implementation Guide and Oracle Interaction Center Server Manager Implementation Guide.

Envox CT Connect Client Installation

The Envox CT Connect Client API must be installed on the machine running the Oracle Telephony Adapter Server (OTAS). To do this, copy the ctcapi.jar file from the Envox CT Connect machine to the icsm/admin/scripts/3rdparty directory of the OTAS machine.

For Envox CT Connect v6.1, the OTAS machine must run in Java Runtime Environment (JRE) v1.4 or higher.

Middleware Configuration

The CTI middleware definition contains the information required for Oracle Advanced Inbound to communicate with a switch and CTI middleware.

Prerequisites

Install Envox CT Connect. Configure a link in Envox CT Connect Configuration to point to the Alcatel 4400.

Specific Configuration Steps

Refer to the following table for a list of parameters that are specific to Alcatel 4400 with Envox CT Connect when configuring a CTI Middleware.

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Middleware Parameters for Alcatel 4400 with Envox CT Connect Parameter Description Sample Value

Middleware Type Type of Adapter Adapter for Intel NetMerge Call Processing Software

CPS Server IP Address 1

IP Address of the Envox CT Connect server 123.45.67.89

CPS Link Logical Identifier 1

The Logical Identifier of the link defined in the Envox CT Connect Configuration.

alcatel

CPS Server IP Address 2

IP Address of backup Envox CT Connect server. If the primary CPS server fails, the CPS server identified here w

123.45.67.89

CPS Link Logical Identifier 2

The Logical Identifier of the link defined in the backup Envox CT Connect Configuration.

alcatel

PBX Type Type of switch used at the call center Alcatel 4400

Passive Mode Select True from drop down list. True

Route Point Configuration Since Oracle Advanced Inbound is supported in only in a Passive Mode configuration for Alcatel 4400 and Envox CT Connect, there is no need to configure route points.

Teleset Configuration The teleset definition contains information about a physical phone in the interaction center.

Prerequisites

Configure agent phones in Alcatel 4400 administration.

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Specific Configuration Steps

1. Select Alcatel for the Teleset Type.

2. Configure two lines for each teleset. Enter the same teleset phone number in the Extension field for both lines.

Interaction Center Resource Configuration The Interaction Resource definition contains information about an agent in the interaction center.

Prerequisites

Configure agent login IDs and (optionally) agent passwords in Alcatel 4400 administration.

Specific Configuration Steps

1. Log into Oracle Applications and navigate to CRM Resource Manager, Resource Administration.

2. In the Interaction Center tab, refer to the following table for configuring telephony parameters.

Telephony Parameters for Alcatel 4400 with Envox CT Connect Field Name Description Sample Value

ACD Agent ID Agent number used to login to a phone, as defined in Alcatel 4400 switch administration

3500

ACD Agent Password Agent password or personal code, as defined in Alcatel 4400 switch administration

0000

Agent Queue Group (PG) Number (not the Pilot number nor the Queue number), as defined in Alcatel 4400 switch administration

3700

Note: When upgrading from a previous release of Oracle Advanced Inbound, previously configured telephony parameters are automatically migrated. ACD Data 1 converts to ACD Agent Password and ACD Data2 converts to ACD Agent ID.

Mapping IVR Fields to Application Fields

IVR mappings associate IVR Fields to specific Oracle Fields so that the values captured in the IVR are interpreted appropriately for targeted screen pops and call classification and call context. IVR fields are passed as CPS application data

In IVR Field, enter the field name in CPS application data. In the corresponding Oracle Field, select the appropriate value in the drop down list; for example, Customer Number. For more information on this topic, please refer to the IVR integration application note available on metalink.oracle.com

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Known Issues The section documents any known issues, caveats, and limitations of Oracle Advanced Inbound when integrated with Alcatel and Envox CT Connect.

IMPORTANT: Oracle does not support agents' use of the PBX/ACD physical teleset for access to features. Due to limitations of the PBX/ACD platform, features activated at the teleset are not passed through the PBX/ACD CTI interface, which desynchronizes the physical teleset and the Oracle CTI interfaces. If an agent uses the physical teleset rather than the softphone, and an unsynchronized condition occurs, then the agent may need to reset the application through the Oracle Universal Work Queue reset feature.

• Internal calls between agents cannot be put on hold (Alcatel 4400 limitation). However inbound calls and outbound calls can be put on hold.

• A number prefixed by 0 is understood to be an attendant call and causes the call to be forwarded to a pre-configured extension used for routing overflow. Agent should not attempt dialing any numbers prefixed by 0. If the agent accidentally attempted dialing a number prefixed by 0, then he/she must reset the phone by manually hanging up the actual teleset.

• A number prefixed by 80 activates the padlocking feature pertaining to the agent phone number, preventing the agent from making any outbound calls. To deactivate padlocking, dial 80 followed by the agent password.

• An internal call placed to a destination agent who is in wrap-up mode would fail (Alcatel 4400 limitation.)

• Call forwarding is not effective for ACD calls i.e. an agent who has set his teleset to call forward would still receive inbound calls routed by the ACD; however internal calls and direct dialed inbound calls would be routed to forwarded Extension (Alcatel 4400 feature.)

• DTMF feature is supported only for external calls (CSTA limitation).

• Call re-routing is not supported i.e. an inbound ACD call not answered by an agent, does not cause a re-route request, the call will keep ringing at the original agent set (Alcatel 4400 limitation.)

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Best Practices The section documents procedures and settings which are not required for functionality but are recommended for improved and/or more stable performance.

Dual NIC Cards in Envox CT Connect Server  The following, commonly overlooked, bulleted information is drawn from the official Envox CT Connect Hardware Requirements list:  • A network adapter card for connection to CPS clients.  For suitable cards, refer to the documentation provided with Windows NT or Windows 2000 or refer to the Microsoft web site. For example, refer to the Windows Hardware Compatibility List, or see your hardware supplier. 

 • A network adapter card for connection to the switch. The card that you install is dependent on the type of switch you are using and the network protocol used between the Envox CT Connect server and the switch.  This configuration is recommended in order to optimize the segments between the Envox CT Connect server and the PBX and the Envox CT Connect server and the external network (Envox CT Connect Clients).

 

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