Solution Reference

Oracle Service Cloud CTI Connector offers CTI controls embedded within Oracle Service Cloud Interface. This is a solution to integrate with Cisco based contact centers (UCCX,UCCE,PCCE). The embedded CTI toolbar allows the contact centre agents to manage call controls such as answer, dial, hold, retrieve, consult, conference , warm transfer and end calls while at the same time managing agent states such as going ready, not ready, login, logout from within Service Cloud. It also offers screen pop of customer profile to agents on call arrival.

How it works

1. Customer calls contact center
2. Call is routed to an available agent based on the selected service request 
3. Agent receives incoming call notification in Oracle Service Cloud CTI toolbar
4. Agent answers the call from Oracle Service Cloud interface
5. The relevant Customer Information is popped up in Oracle Service Cloud agent desktop based on the caller id / caller entered data / selected service
6. Agent can also perform all of its state controls like login, logout, ready, change to not ready state from the same Oracle Service Cloud interface without leaving the screen

Oracle Service Cloud CTI Connector Features

Oracle Service Cloud CTI Toolbar Add-In is an adaptive communication module that houses the agents Telephony controls and connectivity to the Expertflow middleware application (Generic Connector). Following are the supported list of CTI operations for an agent.

Call Timer 

For every call received in the CTI Toolbar, the call timer get triggered to track the call duration.

Make Call to Extension

An agent can manually enter an extension/phone number in the text box of dial pad and make a manual outbound call. 

The agent must be in a not-ready state to make a manual or internal outbound call.

Customer Contact Screen popup on call arrival

Upon accepting an incoming call , the agent receives a screen pop of customer contact/account on the desktop workspace. The account lookup is done based on customer's phone number. However, no screen popup happens if  there is no record matching the customer's phone number.

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Deployment Modes

Simplex Mode

In simplex deployment, the application is installed on a single server with no failover support of the Connector. However, the same Connector can still communicate with primary and secondary Finesse servers.

Simplex mode is useful for lab tests and commercial deployments at a smaller scale. Figure 1.0 explains the simplex mode of Generic Connector.

Duplex Mode

In Duplex mode, there are two types of supported configurations.

Active-Passive (Primary / Secondary) Setup

A primary/secondary configuration setup where one Connector works as a primary server while the other (secondary) is available as a standby server (from a Disaster Recovery site)

Active-Active Setup

In this mode, both Connector instances are active and serving clients and one instance serves as the backup / secondary for the other.

Both Connectors will have its local AMQ as primary brokers and both Connector instances will be serving agents requests in parallel. All client requests received by Connector-1 are handled by Connector-1 and all requests received by Connector-2 will be handled by Connector-2. In case of failure of any component at any Connector instance, the other Connector instance will take over and handle the request.

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Deployment Prerequisites

Time Synchronization

An important consideration is the proper management of the Date/Time and Time Zone configuration. Communication between EF Oracle Service Cloud CTI Add-In, EF Connector and Cisco Finesse carry timestamps. If the system dates and time are not synchronized the system can produce unpredictable results. Therefore, please make every effort to adhere to the following time synchronization guidelines:                         

Oracle Service Cloud CRM, EF Connector and Cisco Finesse should have their time zone configured properly according to the geographic region. To configure the time zone, please see the instructions from the hardware or software manufacturer.

As a best practice, Oracle Service Cloud CRM and EF Connector should be synchronized to the second. This synchronization should be maintained continuously and validated on a regular basis. For security reasons, Network Time Protocol (NTP) V 4.1+ is recommended. 

Hardware / Software Prerequisites for Agent’s Machines

• Windows 8.0, 8.1 or higher
• Support .NET Framework 4.5.2 or higher.
• Web browser- Internet explorer version 11 and higher must be installed on staff machines in order to use it to launch the Oracle Service Cloud Agent Desktop

Requirements for Generic Connector Installation

For a simplex (single server) deployment, minimum and recommended hardware requirements are as follows:

For a redundant deployment, two servers of same specifications (as mentioned above) are needed.

Softwares required on the Generic Connector Server

Network Prerequisites

The following ports should remain open on the Firewall. The local security policy and any antivirus should also allow open communication on the following ports.

Access to Oracle Service Cloud Requirements

A full Admin Access On Oracle Service Cloud is required for:

• Toolbar Add-In, Custom Business Object and customer workspace configurations
• Upload/modify/downloading of Add-In file
• To assign Add-In to agent’s specific profile
• Review Oracle Service Cloud test users configuration.
• To upload, modify and deploy Custom Business Object.
• To configure screen pop
• To customize customer contact workspace
• To add customer fields for CTI login on agents profiles