没有合适的资源?快使用搜索试试~ 我知道了~
Oracle Advanced Inbound Telephony Implementation Guide Release 1
需积分: 1 0 下载量 62 浏览量
2023-05-12
07:34:39
上传
评论
收藏 1.33MB PDF 举报
温馨提示
试读
168页
Oracle Advanced Inbound Telephony Implementation Guide Release 11i Part No. B10175-04
资源推荐
资源详情
资源评论
Oracle® Advanced Inbound Telephony
Implementation Guide
Release 11i
Part No. B10175-04
February 2005
Oracle Adva nced Inbound Telephony Implementation Guide, Release 11i
Part No. B10175-04
Copyright © 200
2, 2005, Oracle. All rights reserved.
Primary Author: Michael Phelan
The Programs (which include both the software and documentation) contain proprietary information; they
are provided under a license agreement containing restri ctions on use and disclosure and are also pro tected
by copyright, patent, and other intellectual and industrial property laws. Rever se engineering , disassembly,
or decompilation of the Programs, except to the extent required to obtain interop erabilit y with other
independently created software or as specifi ed by law, is prohibited.
The informati
on contai ned in this d ocu me nt is subject to change without notice. If you find any problems
in the documen
tat i on, plea se report them to us in writing. This do cument is not wa rranted to be error-fre e.
Except as may b
e expressly permitted in your license agreement for these Programs, no part of these Programs
may be reprodu
ced or transm i tted in any form or by any means, electronic or mechani cal, for any purpose.
If the Programs are de l ivered to the United States Government or anyone licensing or using the Programs on
behalf of the United States Government, the following notice is applicable:
U.S. GOVERNMENT RIGHTS
Programs, software , databases, and related documentation and technical data delivere d to U.S. Government
customers are "commercial computer software" or "commercial technical d ata" pursuant to the applicable
Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication,
disclosure, modification, and adaptation of the Programs, including documentation and technical data, shall be
subject to the licensing restrictio ns set forth in the applicable Oracle license agreement, and, to the extent
applicable, the additional rights set f orth in FAR 52.227-19, Commercial Computer So ftware--Restricted Rights
(June 1987). Oracle Corporation, 500 Oracle Parkway, Re dwood Cit y, CA 94065.
The Programs
are not intended for use in any nuclear, aviation, mass transit, me dical, or other inherently
dangerous ap
pli cat i ons. It shall be the l icensee's respons ibili ty to take all appropriate fail- safe, backup,
redundancy a
nd other measures to ensure the safe use of such applications if the Programs are used for such
purpo ses, an
d we disclaim liability for any damages caused by such use of the Programs.
The Programs ma y provide links to Web sites and access to content, products, and services from third parties.
Oracle is not resp onsible for the availability of, or any content provided on, third-party We b sites. You bear
all risks associated with the use of such conte nt. If you choose to purchase any products or services from
a third party, the relationship is direct l y between you and the third party. Oracle is not responsible for: (a)
the quali ty of third-party products or services; or (b) ful filling any of the terms of the agreement with the
third party, including d elivery o f products or services and warranty obligations related to purchased products
or services. Oracle is n ot responsible for any loss or d amage of any sort that you may incur from dealing
with any third party.
Oracle is a registered tradem ark of Oracle Corporation and/ or its a ffilia tes. Other names may be trademarks of
their respective owners.
Contents
Send Us Your Comments
Preface
1 Introduction
Oracle Interaction Center Overview . . . . . . . . . . . . . . . . . . . . . . . . . 1- 1
Oracle Advanc ed Inbound Telephony . . . . . . . . . . . . . . . . . . . . . . . . 1- 2
Oracle Advan
ced Outbo und Telephony . . . . . . . . . . . . . . . . . . . . . . . 1- 2
Oracle Email Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1- 3
Oracle Scripti ng . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1- 3
Oracle Inter
action C enter Intelligence . . . . . . . . . . . . . . . . . . . . . . . . 1- 3
Oracle One-to-One Fulfillment . . . . . . . . . . . . . . . . . . . . . . . . . . . 1- 4
Oracle Customer Interaction History . . . . . . . . . . . . . . . . . . . . . . . . 1- 4
2 Before You Begin
Installing Oracle Advanced Inbound Telephony . . . . . . . . . . . . . . . . . . . 2- 1
Upgrading Ora
cle Advanced Inbound Telep hony Configura tions . . . . . . . . . . . . 2- 2
Upgrading From Release 11.5.5 or Earlier . . . . . . . . . . . . . . . . . . . . . . . 2- 2
Upgrading From Release 11.5.6 or Relea se 11.5.7 . . . . . . . . . . . . . . . . . . . 2- 4
Upgrading Fr
om Release 11.5.8 . . . . . . . . . . . . . . . . . . . . . . . . . . . 2- 5
Conditional Dependencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2- 5
Installation a nd Dependency Verification . . . . . . . . . . . . . . . . . . . . . . 2- 5
Installing Or
acle Adva nced Inboun d . . . . . . . . . . . . . . . . . . . . . . . . 2- 6
3 Detailed Pro
duct Description
New in this Rel
ease . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3- 2
Modified in this Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3- 2
Obsolete in this Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3- 3
Supported Mod
es . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3- 3
Supported Switches, Middl eware and Modes . . . . . . . . . . . . . . . . . . . . 3- 4
Required CTI Middleware C lient API Software . . . . . . . . . . . . . . . . . . . 3- 5
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3- 6
Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3- 7
Oracle Advanc ed Inbound Telephony Arc hitecture . . . . . . . . . . . . . . . . . . 3- 7
iii
Single-Site Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3- 7
Multi-Site Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3- 8
IVR Int egration Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
Oracle Telephony Adapter Server . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
Active Mode Priority Queueing . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
Priority Queueing M odes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12
Active-Sta ndby Mode Configuration . . . . . . . . . . . . . . . . . . . . . . . . 3-14
Load B alancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14
Interaction Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14
Customer Data Lookup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16
Routing Versus Classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19
Classifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19
Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-22
Rerouting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24
Routing for Web Callbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-25
Call Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26
Screen Pops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-28
IVR Int egration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29
4 Implementation and Administration Tasks
Implementation Task Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . 4- 2
Configur ing Middlewa re . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4- 6
Configur ing Route Poi nts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-21
Configur ing Teleset Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-23
Configur ing Telesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-23
Performing Mass Updates of Telesets . . . . . . . . . . . . . . . . . . . . . . . . 4-26
Mapping IVR Field s to Application Fields . . . . . . . . . . . . . . . . . . . . . . 4-27
Mapping IVR Field s to Oracle Applications Fields . . . . . . . . . . . . . . . . . . 4-28
Performing Mass Updates of IVR Mappings . . . . . . . . . . . . . . . . . . . . . 4-28
Configur ing Multi-Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-29
Creating and Updating Interaction Keys . . . . . . . . . . . . . . . . . . . . . . . 4-31
Configur ing Softphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-32
Configur ing Softphone Display . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-33
Configur ing Speed Dial Options . . . . . . . . . . . . . . . . . . . . . . . . . . 4-37
Configur ing Softphone Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . 4-38
Configur ing Softphone Logging . . . . . . . . . . . . . . . . . . . . . . . . . . 4-39
Setting Options for Customer Data Lookup . . . . . . . . . . . . . . . . . . . . . 4-41
Configur ing Classifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-41
Configur ing Classification Values . . . . . . . . . . . . . . . . . . . . . . . . . . 4-42
Modifying Media Act ions Assigned to Clas sification Values . . . . . . . . . . . . . . 4-43
Defining PL/SQL Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-44
Defining Classification Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-45
Viewing Classification Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-47
iv
Setting Classi fi cation Rule Priorities . . . . . . . . . . . . . . . . . . . . . . . . 4-48
Configuring Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-48
Configuring Static Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-49
Configuring Dynamic Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-50
Configuring Route Point Routes . . . . . . . . . . . . . . . . . . . . . . . . . . 4-51
Setting Rout e Prioritie . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-52
Configuring Reroutes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-53
Limiting the Number of Reroutes for an Unanswered Inbound Call . . . . . . . . . . 4-54
Setting Up Workflow-Based Ro uting . . . . . . . . . . . . . . . . . . . . . . . . 4-55
Creating and Maintaining Employee Resource Information . . . . . . . . . . . . . . 4-57
Creating a New Employee Record . . . . . . . . . . . . . . . . . . . . . . . . . . 4-58
Initiating an Advanced Search for a Resource . . . . . . . . . . . . . . . . . . . . 4-59
Modifying Employee Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-60
Configuring Agent Telephony Parameters . . . . . . . . . . . . . . . . . . . . . . 4-61
Alcatel 4400 with Intel NetMerge C all Processin g Software . . . . . . . . . . . . . . 4-63
Aspect CallCenter with Aspect Contact Server . . . . . . . . . . . . . . . . . . . . 4-63
Avaya MultiVantage with Genesys Interaction Connector . . . . . . . . . . . . . . . 4-64
Avaya MultiVantage with Intel N etMerge Call Processing Software . . . . . . . . . . 4-65
Cisco CallManager with Cisco ICM . . . . . . . . . . . . . . . . . . . . . . . . . 4-65
Ericsson MD110 with Intel NetMerge C all Processin g Software . . . . . . . . . . . . 4-66
Nortel Meridian with Ge nesys Interacti on Connect or . . . . . . . . . . . . . . . . . 4-67
Nortel Meridian with Int el NetMerg e Call Processing Software . . . . . . . . . . . . 4-67
Configuring Resource S tatic Groups . . . . . . . . . . . . . . . . . . . . . . . . . 4-68
Initiating an Advanced Search for a Static Group . . . . . . . . . . . . . . . . . . . 4-68
Viewing Static Group Information . . . . . . . . . . . . . . . . . . . . . . . . . 4-69
Defining Static Group Hierarchy . . . . . . . . . . . . . . . . . . . . . . . . . . 4-70
Configuring Resource Dynamic Groups . . . . . . . . . . . . . . . . . . . . . . . 4-71
Creating New Dynamic Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-71
Modifying or Deleting Existing Dynami c Groups . . . . . . . . . . . . . . . . . . . 4-71
Creating and Maintaining Server Group Resour ces . . . . . . . . . . . . . . . . . . 4-72
Viewing Server Group Resources . . . . . . . . . . . . . . . . . . . . . . . . . . 4-72
Assigning Agents to Serv er Groups . . . . . . . . . . . . . . . . . . . . . . . . . 4-73
Managing Media Item Processes . . . . . . . . . . . . . . . . . . . . . . . . . . 4-73
Setting Up Workflow Item Type . . . . . . . . . . . . . . . . . . . . . . . . . . 4-75
5 CRM Resource Worksheet
Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5- 1
CRM Resource Roles Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . 5- 1
CRM Resource Interaction Center Parameters Worksheet . . . . . . . . . . . . . . . 5- 1
CRM Group Member Rol es and Us age Worksheet . . . . . . . . . . . . . . . . . . 5- 2
6 Diagnostics and Troubleshooting
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6- 1
Error Messa ges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6- 1
Performance Issues and Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . 6- 2
v
剩余167页未读,继续阅读
资源评论
weixin_40191861_zj
- 粉丝: 63
- 资源: 1万+
上传资源 快速赚钱
- 我的内容管理 展开
- 我的资源 快来上传第一个资源
- 我的收益 登录查看自己的收益
- 我的积分 登录查看自己的积分
- 我的C币 登录后查看C币余额
- 我的收藏
- 我的下载
- 下载帮助
最新资源
- 微信小程序 - 同乐居商城:购物车合算源码
- 1、根据输入的三条边值判断能组成何种三角形,并设计测试数据进行判定覆盖测试 三条边为变量a、b、c,范围为1≤边值≤10,不在范
- SQL server 练习题目8道(小白教学).zip
- Python 手写实现 iD3 决策树算法-根据信息增益公式.zip
- 411675952289057车联助手-小窗版(三星)3.5.1.apk
- 三种快速排序方法合并在一个文件中以便直接运行的Python代码示例
- 937712277954201实习5.word
- 2程序语言基础知识pdf1_1716337722703.jpeg
- 简单的Python示例,演示了如何使用TCP/IP协议进行基本的客户端和服务器通信
- 考试.sql
资源上传下载、课程学习等过程中有任何疑问或建议,欢迎提出宝贵意见哦~我们会及时处理!
点击此处反馈
安全验证
文档复制为VIP权益,开通VIP直接复制
信息提交成功