Oracle Telephony Manager

Oracle Telephony Manager Concepts and Procedures Release 11i April 2000 Part No. A83635-01

Oracle Telephony Manager Concepts and Procedures, Release 11i Part No. A83635-01 Copyright 2000, Oracle Corporation. All rights reserved. The Programs (which include both the software and documentation) contain proprietary information of Oracle Corporation; they are provided under a license agreement containing restrictions on use and disclosure and are also protected by copyright, patent, and other intellectual and industrial property laws. Reverse engineering, disassembly, or decompilation of the Programs is prohibited. The information contained in this document is subject to change without notice. If you find any problems in the documentation, please report them to us in writing. Oracle Corporation does not warrant that this document is error free. Except as may be expressly permitted in your license agreement for these Programs, no part of these Programs may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Oracle Corporation. If the Programs are delivered to the U.S. Government or anyone licensing or using the programs on behalf of the U.S. Government, the following notice is applicable: Restricted Rights Notice Programs delivered subject to the DOD FAR Supplement are "commercial computer software" and use, duplication, and disclosure of the Programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement. Otherwise, Programs delivered subject to the Federal Acquisition Regulations are "restricted computer software" and use, duplication, and disclosure of the Programs shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software - Restricted Rights (June, 1987). Oracle Corporation, 500 Oracle Parkway, Redwood City, CA 94065. The Programs are not intended for use in any nuclear, aviation, mass transit, medical, or other inherently dangerous applications. It shall be the licensee's responsibility to take all appropriate fail-safe, backup, redundancy, and other measures to ensure the safe use of such applications if the Programs are used for such purposes, and Oracle Corporation disclaims liability for any damages caused by such use of the Programs. Oracle is a registered trademark, and Oracle Telephony Manager is a trademark or registered trademark of Oracle Corporation. Other names may be trademarks of their respective owners.

Contents Send Us Your Comments... vii Preface... ix Intended Audience... Structure... Related Documents... Conventions... ix x x x Understanding Telephony Manager What s New in Administrating Agents...1 Understanding Active Mode...1 Understanding Passive Mode...2 Using the Soft Phone Dialing the Soft Phone...3 Using the Soft Phone Lines...3 Using the Soft Phone Line Buttons...4 Indicating that You Are Not Ready to Receive Calls... 4 Forwarding Incoming Calls...4 Transferring a Call (Non-Aspect Switches)...4 Putting a Call on Hold (Non-Aspect Switches)...5 Creating a Conference Call (Non-Aspect Switches)...5 Transferring a Call (Aspect Switches)...6 Putting a Call on Hold (Aspect Switches)...6 iii

Creating a Conference Call (Aspect Switches)... 6 Implementing Telephony Manager Configuring Call Center Administration... 8 Configuring the Server Group... 8 Configuring a Server Application... 9 Configuring Call Center Administration... 9 Configuring Middleware... 9 Determining the Middleware IP Address... 10 Determining the Middleware Port Number... 10 Configuring Prospect Middleware Parameters... 11 Configuring Non-Prospect Middleware Parameters... 11 Configuring Telesets... 13 Mapping IVR to Oracle Applications... 14 Configuring for Passive Mode... 15 Administering Telephony Manager Configuring Call Routing... 17 Accessing the Routing Administration Module... 17 Configuring Static Groups... 18 Configuring Dynamic Groups... 18 Configuring the Route Definition... 19 Configuring Route Destinations... 19 Configuring Procedure Parameters... 20 Configuring Route Rules... 20 Configuring Classifications... 21 Configuring Classification Rules... 21 Configuring Classification Parameters... 22 Administering Group Member and Administrator Records... 22 Moving Agents to Other Groups... 23 Administering Call Routing with Oracle Workflow... 23 Accessing the Call Route Item Type... 24 UnderstandingWorkflow Builder Item Types... 24 Applying a Pre-Defined Route... 24 Running a Pre-Defined Routing Process... 25 iv

Modifying a Process...25 Designating Start and End Activities... 26 Adding a New Node to a Process...26 Creating a New Process Route...27 Administering Call Routing Filters...28 Administering Call Center Environmental Conditions...29 Setting Time and Date Rules...29 Deriving Rules for the Customer Initialization Phase...30 Deriving Rules for the Customer Product Initialization Phase...31 Deriving Rules for the Product Initialization Phase...32 v

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Send Us Your Comments Oracle Telephony Manager Concepts and Procedures, Release 11i. Part No. A83635-01 Oracle Corporation welcomes your comments and suggestions on the quality and usefulness of this document. Your input is an important part of the information used for revision. Did you find any errors? Is the information clearly presented? Do you need more information? If so, where? Are the examples correct? Do you need more examples? What features did you like most? If you find any errors or have any other suggestions for improvement, please indicate the document title and part number, and the chapter, section, and page number (if available). You can send comments to us via the postal service. Oracle Corporation CRM Content Development Manager 500 Oracle Parkway Redwood Shores, CA 94065 U.S.A. If you would like a reply, please give your name, address, telephone number, and (optionally) electronic mail address. --------------------------------------------------------------------------------------------------------------------------------------- --------------------------------------------------------------------------------------------------------------------------------------- --------------------------------------------------------------------------------------------------------------------------------------- If you have problems with the software, please contact your local Oracle Support Services. vii

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Preface Intended Audience Welcome to the Oracle Customer Relationship Management, Release 11i, suite of applications. This Concepts and Procedures provides information and instructions to help you work effectively with Oracle Telephony Manager. This preface explains how Concepts and Procedures is organized and introduces other sources of information that can help you. This guide is aimed at the following users: Technical Service Representatives (TSR) Customer Service Representatives (CSR) System Administrators (SA), Database Administrators (DBA), and others with similar responsibility Call center administrators This guide assumes you have the following prerequisites: Understanding of the company business processes Knowledge of products and services as defined by your marketing policies Basic understanding of Oracle and Developer/2000 Training in call center technical administration Background in SQL, PL/SQL, SQL* Plus programming ix

Structure This manual contains the following chapters: Understanding Telephony Manager provides overviews of the application and its components, explanations of key concepts, features, and functions, as well as the application s relationships to other Oracle or third-party applications. Using the Soft Phone provides process-oriented, task-based procedures for using the soft phone to perform essential business tasks. Implementing Telephony Manager provides general descriptions of the setup and configuration tasks required to implement the application successfully. Administering Telephony Manager provides task-based procedures for required for ongoing system maintenance and includes information on administration tools and utilities. Related Documents Conventions For more information, see the following manuals: Installing Oracle Call Center Connectors, Release 11i for Windows NT The following conventions are also used in this manual: Convention... Meaning Vertical ellipsis points in an example mean that information not directly related to the example has been omitted.... Horizontal ellipsis points in statements or commands mean that parts of the statement or command not directly related to the example have been omitted. boldface text Boldface type in text indicates a term defined in the text, the glossary, or in both locations. < > Angle brackets enclose user-supplied names. [ ] Brackets enclose optional clauses from which you can choose one or none. x

Understanding Telephony Manager This topic group provides overviews of Oracle Telephony Manager and its components, explanations of key concepts, features, and functions, as well as the application s relationships to other Oracle or third-party applications. Oracle Telephony Manager is the platform for all Oracle call center and telephony applications. Telephony Manager translates the proprietary ACD/PBX protocol of telephony communications into computer-compatible language, and routes those calls to the designated telephones and computers used by call center agents. Each call center requires its own Telephony Manager, which can service up to 500 agents per call center. What s New in Administrating Agents A major change from Telephony Manager s predecessor Oracle Telephony Manager is that agents and agent groups are now added in the Foundation Resource Manager module. For information on configuring these functions, see the Foundation Resource Manager instructions. The agent skills are configured and assigned by your company s human resources department. Understanding Active Mode In active mode, Telephony Manager routes calls according to defined rules. Active mode is the default mode of operation. In active mode, Telephony Manager uses skill-based routing, a dynamic call routing intelligence that delivers inbound calls to an agent who is appropriately skilled to meet the needs of the caller. Understanding Telephony Manager 1

Understanding Passive Mode When inbound calls arrive at the switch, the switch issues a routing request. Telephony Manager monitors the routing request, applies skill-based routing rules, and identifies suitably skilled agents. Meanwhile, a representation of the call waits in the virtual queue within Telephony Manager. When a suitable agent becomes available, Telephony Manager responds to the routing request and instructs the switch to deliver the call to the agent s extension via Universal Work Queue, where more specific pre-defined rules may apply in directing the call. Understanding Passive Mode If necessary, you can configure Telephony Manager to operate in passive mode to bypass the routing rules. Passive mode is typically used when a call center prefers traditional ACD routing features and/or the statistics and reporting tools of a switch vendor. In passive mode, the ACD/PBX system completely handles the routing and queuing of inbound calls. Telephony Manager does not monitor or respond to routing requests from the switch, and skill-based routing is essentially inactive. As calls arrive at the agents extensions, Telephony Manager monitors the calls and captures any associated data (for example, ANI, DNIS) for screen pops. For Nortel Meridian only, when Telephony Manager is in passive mode, the ACD/PBX system routes inbound calls and delivers them to the ACD extension on a teleset, also known as the In-Call key or POSID. When Telephony Manager is in active mode, skill-based routing directs inbound calls to the personal directory number (DN) on a teleset. 2 Oracle Telephony Manager / Concepts and Procedures

Using the Soft Phone This topic group provides process-oriented, task-based procedures for using the soft phone to perform essential business tasks. The soft phone is a telephone user interface on the call center agent s monitor screen. Agents use the soft phone just as they would use the buttons of a physical call center telephone. Note: The soft phone does not completely replace the physical telephone. For CTI to function, each network client must have a physical telephone. Dialing the Soft Phone To use the soft phone to dial a telephone number, first click the numbered buttons and then choose Dial. Using the Soft Phone Lines The soft phone uses three types of telephone lines: Line 1 is the primary line used to receive routed calls from telephones outside the call center. Line 2 is a secondary line used to place calls or receive non-routed calls from telephones outside the call center. This line places calls to the outside and receives calls directed at the agent. Line 3 places or receives calls and handles calls involved in a transfer within the call center. Using the Soft Phone 3

Using the Soft Phone Line Buttons Using the Soft Phone Line Buttons The soft phone line buttons light up to indicate functions according to the following color code. Line Button Color Code Line Button Color Gray Green Yellow Definition Selected line Currently active line Ringing line Indicating that You Are Not Ready to Receive Calls When you have completed a call and need time to finish work associated with that call, choose the Wrap Up button to make your soft phone temporarily unavailable to receive incoming calls. When you are logged into Telephony Manager and the soft phone is in WRAPUP state, you can continue to work with your Oracle sales or service application without receiving calls. Forwarding Incoming Calls To automatically direct all incoming calls to another agent, enter the agent s telephone number and then click Forward. To stop forwarding calls, click Release. Transferring a Call (Non-Aspect Switches) To transfer a call with the soft phone on a non-aspect system, use the following steps. Prerequisites None. Steps 1. With the caller on the line, dial the agent to whom you wish to transfer the call. 4 Oracle Telephony Manager / Concepts and Procedures

Creating a Conference Call (Non-Aspect Switches) 2. Click Transfer. 3. When the person you want to transfer the call answers and accepts the call, click Transfer again. You are now in a Release state. Putting a Call on Hold (Non-Aspect Switches) To place a call on hold with the soft phone on a non-aspect system, use the following steps. Prerequisites None. Steps 1. Click Hold to place the current call on hold. 2. Click Hold again to remove the call from the hold state and return it to an active state. Creating a Conference Call (Non-Aspect Switches) To create a conference call with the soft phone on a non-aspect system, use the following steps. Prerequisites None. Steps 1. With the caller on the line, dial the agent who you wish to join the call. 2. Click Conference. 3. When the agent answers and accepts to join the call, click Conference again. You are now a participant in a three-way conference call. 4. To disconnect from the call, click Release. Using the Soft Phone 5

Transferring a Call (Aspect Switches) Transferring a Call (Aspect Switches) To transfer a call with the soft phone on an Aspect system, use the following steps. Prerequisites None. Steps 1. Place the caller on hold by clicking Hold. 2. Click Line 3. 3. Dial the telephone number of the agent to whom you wish to transfer the call. 4. Click Enter to begin dialing the number that you just entered. You are now connected to the agent to transfer. 5. Click Transfer. You are now in a Release state. Putting a Call on Hold (Aspect Switches) To place a call on hold with the soft phone on an Aspect system, use the following steps. Prerequisites None. Steps 1. Click Hold to place the current call on hold. 2. To remove the call from hold, click Hold again or press the active line button. Creating a Conference Call (Aspect Switches) To create a conference call with the soft phone on an Aspect system, use the following steps. Prerequisites None. 6 Oracle Telephony Manager / Concepts and Procedures

Creating a Conference Call (Aspect Switches) Steps 1. Place the caller on hold by clicking Hold. 2. Click Line 3. 3. Dial the telephone number of the agent who you wish to join the conference call. 4. Click Enter to begin dialing. You are now connected to the third party. 5. Click Conference to join the first party. You are now a participant in a three-way conference call. 6. To disconnect from the conference call, click Release. Using the Soft Phone 7

Implementing Telephony Manager This topic group provides general descriptions of the setup and configuration tasks required to implement Oracle Telephony Manager successfully in your call center. Configuring Call Center Administration Before Telephony Manager can function in your call center, you need to complete the configuration procedures described in this section. Configuring the Server Group Telephony Manager consists of one or more server applications for email, call routing, Oracle Universal Work Queue, and so on. These server applications may run on one or more server computers, and collectively are a server group. Each server application must be configured individually. To configure the server group, use the following steps. Prerequisites None. Steps 1. Open the Server Administration module from the Front Office Navigator, the Call Center Administration module, or the Routing Server Administration module. The Server Locator Window opens at the Server Group tab screen. 2. In the Server Group Registration area, enter the server Group Name, Location, and Description. Implementing Telephony Manager 8

Configuring Middleware 3. From the File menu, choose Save. Configuring a Server Application To configure a server application for call routing, email, and so on, use the following steps. Repeat this procedure to configure each application server. Prerequisites Configure the Server Group. See Configuring the Server Group. Steps 1. In the Server Locator window, choose the Server tab. 2. In the Server Registration area, enter the Server Name and Server Location. 3. Choose the Type ID from the drop-down list and choose OK. 4. Choose the Member Group ID from the drop-down list and choose OK. 5. The Using Group identifies other groups that have permission to use this server. Choose the Using Group ID from the drop-down list and choose OK. The Using Group Name is entered automatically. 6. Enter information in the other fields as necessary. 7. In the Server Parameter area, chose the Parameter ID from the drop-down list. The Parameter Name is entered automatically. 8. Enter the Value. 9. From the File menu choose Save. 10. Repeat steps 2 through 9 to configure each application server. Configuring Call Center Administration In the Administration module Media Center, enter arbitrary, descriptive names for Server Group and Location. Configuring Middleware Computer telephony integration middleware is software that mediates between an application and the ACD/PBX system. Implementing Telephony Manager 9

Determining the Middleware IP Address To access the middleware configurations, choose the Middleware tab. Enter the Configuration Name, Middleware Type, IP Address, and Port number. Refer to the following table for the appropriate Middleware Type. Middleware Types Middleware Type Switch Third-Party Middleware Connectors for CT-Connect Connectors for CT-Connect (CompuCALL) Nortel Meridien Lucent Siemens Alcatel Nortel SL100 Determining the Middleware IP Address The middleware IP Address is the location of the primary middleware server, that is the same as the Oracle Call Center Connectors server. The Configuration Name is arbitrary. Determining the Middleware Port Number CT-Connect Connectors for Geotel Lucent Geotel Prospect/Aspect Aspect Prospect CT-Connect CompuCall The Prospect middleware server is the communications connection between the Aspect switch and the Telephony Manager host machine. The first Call Center Connectors server that is installed must use the default port number 3201. Additional Call Center Connectors servers can use port numbers between 3300 and 5000. Note: The available Middleware Parameter Types vary with the selected Middleware Parameters Name. The <parameter name>cct parameters set a particular Call Control Table (CCT) directing workflow for the call. The ROUTE_POINTS_<numeric name> parameter 10 Oracle Telephony Manager / Concepts and Procedures

Configuring Non-Prospect Middleware Parameters sets a starting point within a workflow. One workflow can contain numerous starting points, depending on the type of call and where the call originated. Refer to your middleware documentation for more information regarding the Aspect CCT setup. Configuring Prospect Middleware Parameters For an Aspect switch, the CTI is the connection between Telephony Manager and the Prospect CTI server. Refer to the following table for definitions of Aspect/Prospect parameters names. Prospect Middleware Parameters Parameter Name Definition INBOUND_CCT ID INTERNAL_APP_ID INTERNAL_CCT ID OUTBOUND_APP_ID OUTBOUND_CCT ID OUTGOING_PREFIX PREDICTIVE_APP_ID ROUTE_CCT ID Number of the CCT that handles inbound customer calls. Application ID that is associated with internal calls. Number that sets the CCT for agent-to-agent calls. Application ID that is associated with outbound calls. Number that sets the CCT for outbound calls. Trunk access code is a prefix, for example 9, that is dialed to connect to the public network. The Trunk access code can be configured at the PBX. Application ID that is associated with predictive calls. Number of the CCT specifying how routed calls are distributed. Configuring Non-Prospect Middleware Parameters With switches other than Aspect, the primary CTI server is the Oracle Call Center Connectors server, which manages the connection between Telephony Manager and a secondary, third-party middleware such as Dialogic CT-Connect or Genesys. The middleware communicates with the switch (ACD/PBX system). Refer to the following table for definitions non-prospect middleware parameter names. Enabler is synonymous with middleware. Implementing Telephony Manager 11

Configuring Non-Prospect Middleware Parameters Non-Prospect Middleware Parameters Parameter Name CTI_ENABLER_NAME IVR_SERVER_NAME IP MW_SERVER_INFO_1 MW_SERVER_INFO_2 MW_SERVER_INFO_3 MW_SERVER_INFO_4 MW_SERVER_INFO_5 MW_SERVER_INFO_6 MW_SERVER_ IPADDRESS OUTGOING_PREFIX PBX_NAME PBX_TYPE Definition Select the appropriate server type from the pull down list. Name of the IVR integration server (PCDCE Name). If IVR is not used, leave this field blank. For CT-Connect, this is the transport protocol for the connection between the CT-Connect server and the PBX. Enter ncacn_ip_tcp. Additional OpenTel Server parameter that varies according to middleware/acd configuration and options. See MW_SERVER_INFO_2. See MW_SERVER_INFO_2. See MW_SERVER_INFO_2. See MW_SERVER_INFO_2. IP address of the middleware server. Trunk access code is a prefix, for example 9, that is dialed to connect to the public network. The Trunk access code is configurable at the PBX. For CT-Connect, enter the Link Logical ID that is defined in the CT-Connect Configuration Program. For Genesys, leave blank. Select the appropriate PBX Type from the pull down list. 12 Oracle Telephony Manager / Concepts and Procedures

Configuring Telesets Non-Prospect Middleware Parameters (Cont.) Parameter Name ROUTE POINTS SET 1 Definition For Telephony Manager in passive mode, leave blank. For Telephony Manager in active mode, use the following parameters: For Lucent Definity, enter one or more VDN(s), separated by commas. (VDN stands for Vector Directory Number). The format is: vdn[,vdn...], for example: 7400 or 7400,7500 For Nortel Meridian, enter one or more CDN-immediate treatment pair(s) and separate them by commas. (CDN stands for Control Directory Number, the immediate treatment of an inbound call arriving at a CDN can be ringback or music). The format is: cdn:treatment[,cdn:treatment...] The format for treatment is: ##{R M#musicRouteNumber}, for example, 7520:##R 7520:##R,7530:##M#02 There is a 256 maximum character limit. You can configure as many route points in one ROUTE_POINTS_X field as the 256-character limit permits. ROUTE POINTS SET 2 See definition for ROUTE POINTS SET 1. ROUTE POINTS SET 3 See definition for ROUTE POINTS SET 1. ROUTE POINTS SET 4 See definition for ROUTE POINTS SET 1. ROUTE POINTS SET 5 See definition for ROUTE POINTS SET 1. Configuring Telesets Use the Teleset tab for all teleset configurations. Each row of the Teleset Configuration table refers to one teleset. When configuring the fields of the Teleset tab, refer to your teleset vendor documentation and observe the following conditions: The Teleset Name is arbitrary. Implementing Telephony Manager 13

. Mapping IVR to Oracle Applications Although the Hardware Number can be arbitrary, Oracle recommends using the primary extension number on the teleset. The Teleset Type is the vendor name of the teleset, for example, Aspect, Lucent, Nortel, or Siemens. The Line Configuration for Teleset varies depending upon the type of vendor switch. You can configure a maximum of three telephone lines per teleset, one line each for Line Index 1, 2, or 3. Configuring Telesets for Lucent For Lucent, you can define up to three line buttons, or call appearances, for each teleset. Use Line Index 0 first, then Line Index 1 and Line Index 2 in sequential order. Configure the same number of soft phone lines as the number of lines on the teleset. The Extension should be the same for all lines. Configuring Telesets for Nortel Meridian For Nortel Meridian, the Line Configuration for Teleset is the ACD extension versus the personal directory number (DN). Telephony Manager has a pull-down menu containing line indexes 0 and 1. The soft phone has three configurable lines. Map the line indexes in the following order: 1. Map Line Index 0 to the personal directory number (DN). 2. Map Line Index 1 to the ACD extension, also called the position ID (POSID) or the In-Calls key. The configuration is described in the following table. Nortel Meridian Teleset Configuration Soft Phone Lines Extension to Map Line Index 0 Line Index 1 Personal directory number (DN) of the teleset The ACD extension (which is the POSID) corresponding to the teleset IN CALLS key Mapping IVR to Oracle Applications You need to map each ACD IVR field to its corresponding Oracle Field so that the correct Oracle Applications windows appear when agents respond to customer calls. Each field is assigned to a screen pop. 14 Oracle Telephony Manager / Concepts and Procedures

Configuring for Passive Mode Note: Although IVR can be mapped for middleware other than Prospect, it is necessary to configure Integrated Manager for the IVR Integrator. For Prospect middleware, the IVR passes data to Telephony Manager for up to four ACD IVR fields. Prerequisites None. Steps 1. In the Telephony Manager Administration Module, choose the IVR tab. 2. From the pull down list, choose the ACD IVR Field and click OK. If the IVR field that you want is not listed, you can type the name into the text box. 3. From the Oracle Field pull down list, choose the Oracle Field that you want to associate with the ACD IVR Field and click OK. If the Oracle Field that you want is not listed, you can type the name into the text box. 4. Repeat Steps 1 through 3 for each additional ACD IVR field using consecutive letters B through D. Configuring for Passive Mode For a description of passive mode, see Understanding Passive Mode. Note: When configured with the Aspect/Prospect switch and middleware, Telephony Manager cannot run in passive mode. To configure Telephony Manager to run in passive mode, use the following procedure. Prerequisites None. Steps 1. Access the Telephony Manager call center Administration module. Implementing Telephony Manager 15

Configuring for Passive Mode 2. Choose the Middleware tab. 3. In the Middleware Parameters area, delete the parameter Values for the parameter Names ROUTE_POINTS_1 through ROUTE_POINTS_5. The Values must be left blank because Telephony Manager does not monitor CDNs in passive mode. 16 Oracle Telephony Manager / Concepts and Procedures

Administering Telephony Manager This topic group provides task-based procedures for required for ongoing system maintenance and includes information on administration tools and utilities. Configuring Call Routing Configuring the call routing in Telephony Manager requires performing several configuration procedures sequentially. The number and kind of procedures depends upon whether routing is static or dynamic. For instructions on the routing configuration procedures, see Accessing the Routing Administration Module. Accessing the Routing Administration Module Open the Routing Administration module by using the following procedure. Prerequisites None. Steps 1. In the Oracle Applications Responsibilities window, choose Front Office Manager. 2. Choose and expand Call Center. 3. Choose Routing Server Administrator. 4. Click the right arrow to move Routing Server Administrator into the right panel. Administering Telephony Manager 17

Configuring Static Groups 5. In the right panel, click Routing Server Administrator and then choose Open. The Routing Administration module opens. For instructions on the first routing configuration procedure, see Configuring Static Groups. Configuring Static Groups The first call routing configuration procedure is configuring static groups. To configure static groups, open the Routing Administration module and choose Static Groups. The Define Groups window opens. When configuring static groups, use the following guidelines: The Group Number and Group Name must be unique. To prevent an agent from being shared with other groups, check the Exclusive Flag box to indicate that the agent belongs exclusively to this group. You can add options to the Usage drop-down list by typing them into the field. You cannot create member records without choosing a Parent Group. To proceed to the next call routing configuration procedure, see Configuring Dynamic Groups. Configuring Dynamic Groups To configure dynamic groups, in the Routes tab of the Routing Administration module, click Dynamic Groups. The Dynamic Groups window opens. When configuring dynamic groups, use the following guidelines: The group Number and group Name must be unique. If you want to prevent an agent from being shared with other groups, check the Exclusive Flag box to indicate that the agent belongs exclusively to this group. You can add options to the Usage drop-down list by typing them into the field. A description is optional. In SQL Statement, enter the SQL statement that generates the routing rule. 18 Oracle Telephony Manager / Concepts and Procedures

Configuring Route Destinations To generate the routing rule, choose Check Syntax. An error message notifies you if the SQL statement is invalid. If the SQL statement is valid, no message appears. To proceed to the next call routing configuration procedure, see Configuring the Route Definition. Configuring the Route Definition When configuring the route definition, use the following guidelines: The Route Definition Name is an arbitrary, descriptive name of the route. The Route Type can be static or dynamic. If the Route Type is static, then a drop-down list of Default Destinations becomes available, and the Procedure Parameters table opens in the Route Destinations tab. If the Route Type is dynamic, only one Default Destination is available. If you select Non-Application Database, you need to enter: Database Driver Database URL To proceed to the next call routing configuration procedure, see Configuring Route Destinations. Configuring Route Destinations A route destination is the agent group to which a call is routed. When configuring route destination, use the following guidelines: The appearance of and available fields in the Route Destinations tab depends upon whether the chosen Route Type option is Static or Dynamic. If the Route Type is Static, in the Route Destinations tab the Destinations table is visible. If the Route Type is Dynamic, in the Route Destinations tab the Dynamic Destinations table and the Procedure Parameters table are visible. In the Dynamic Destination Procedure Name field, enter an arbitrary name for the route. Administering Telephony Manager 19

Configuring Procedure Parameters If the route server cannot determine agents from the defined destinations, then the server defaults to a drop-down list of agents. If the route destination does not define a group, the server defaults to a drop-down list of groups. To proceed to the next call routing configuration procedure: If the Route Type is static, proceed to Configuring Route Rules. OR If the Route Type is dynamic, proceed to Configuring Procedure Parameters. Configuring Procedure Parameters The Procedure Parameters table is visible only if the Route Definition table Route Type is Dynamic. (If the Route Type is static, skip this procedure and proceed to Configuring Route Rules.) include values such as the following examples: Parameter: CUSTOMER_ID:RESOURCE_ID. Separate the parameters with a colon. Value: 312 Datatype: VAR_CHAR or INTEGER Direction: IN or OUT Sequence is the sequence of the parameter, for example, 1. To proceed to the next call routing configuration procedure, see Configuring Route Rules. Configuring Route Rules Route rules define the parameters that can be expected in an incoming call. Choose the Key value from the drop-down list. Enter the Value to correspond with the Key. For example, if the Key is ANI, the Value could be a telephone number. If the Key is DNIS or CUSTID, the Value could be any value. To proceed to the next call routing configuration procedure, see Configuring Classifications. 20 Oracle Telephony Manager / Concepts and Procedures

Configuring Classification Rules Configuring Classifications Classifications specify how to identify and route particular types of calls that are associated with the selected Route ID. Define one classification per route. Classifications are of two types: literal or database procedure. A literal classification is a string. A database procedure classification is a stored procedure. The following conditions apply. If the classification is literal, you can define a classification or choose a classification from the drop-down list. If the classification is a database procedure, give it a procedure name such as GET_CLASSIFICATION. Note: Because there is no way to verify the stored procedure that you use, you need to be certain that you enter and call the correct procedure string. To proceed to the next call routing configuration procedure, see Configuring Classifications Rules. Configuring Classification Rules Classification rules can determine the route that a call must take, or a classification rule can designate a call as a classification for reports or for screen pops. Every classification must have rules that define the conditions under which the classification occurs. When a call meets all these conditions, the classification results and the call is routed accordingly. In an example scenario, if a request to route ANI of 800 is a classification for Gold Card customer, then the resulting route destination could be the Priority Group. When configuring classification rules, use the following guidelines: The Key that you choose from the drop-down list must be the same Key value that is entered in the Route Rules tab. A classification can have multiple rules associated with it. An individual route can have multiple destinations, which can be either static or dynamic. Administering Telephony Manager 21

Configuring Classification Parameters Every route has a sequence of a Key and a Value whose relationship is determined by one of the available Operations (=,!=, >, >=, <, <=). The following table lists examples of classification rules. Sample Classification Rules Key Operation Value CUSTID >= 100000 DNIS = 8005555555 ANI = 5551234 If an incoming routing request results in a new classification, the new classification is added to the route request as one of the parameters. The server tries to find a new route based on this route request. Note: If you configure a classification rule that results in a new rule, you need to have a route that is defined for that new rule. For example, if the classification rules in the preceding table result in adding the new classification rule CLASSIFICATION=GOLD to the classification request, then a new route is determined based on the new rule. To proceed to the next call routing configuration procedure, see Configuring Classification Parameters. Configuring Classification Parameters The Classification Parameters tab is visible only if Classification Type in the Classifications tab is Database Procedure. This is the last procedure in configuring call routing. The configurations for Classification Parameters are the same as for Procedure Parameters in the Route Destinations tab. See Configuring Route Destinations. Administering Group Member and Administrator Records Define and edit group member and group administrator records in the Define Resources Groups window. 22 Oracle Telephony Manager / Concepts and Procedures

Administering Call Routing with Oracle Workflow To administer group member or group administrator records, use the following procedure: 1. Open the Routing Administration module and click Manage Static Groups. The Define Resources Groups window opens. 2. Choose either the Members or Admins tab. 3. From the pull-down lists, choose the Category and Number. 4. In the Start Date and End Date fields, enter the dates beginning and ending dates of the member or agent s assignment to this group. 5. From the menu, choose Save. Moving Agents to Other Groups To move a member of an agent group to a different group, use the following procedure: 1. Open the Routing Administration module and click Manage Static Groups. The Define Resources Groups window opens. 2. In the Members tab, from the Category and Name pull-down lists, choose the group member. 3. Choose Move Member. Note: Agent group members who are moved to a different group are automatically deleted from the previous group. Administering Call Routing with Oracle Workflow With Oracle Workflow Builder, you can use drag-and-drop routing templates to implement and administer the Call Routing module. To create and configure a route path using the Oracle Workflow Builder-based Call Routing module, you need to have a thorough understanding of Oracle Workflow Builder. Administering Telephony Manager 23

Accessing the Call Route Item Type Accessing the Call Route Item Type To open the Oracle Workflow Builder Call Route item type, use the following procedure. Prerequisites None. Steps 1. Log on to Oracle Workflow. 2. Open the database connection. 3. From the Show Item Types window, choose Call Route > Show. UnderstandingWorkflow Builder Item Types All Oracle Workflow Builder processes are associated with an item type. An item type can include one or more processes. When you save your work in Oracle Workflow Builder, you actually save everything associated with the item type that is currently selected. You can save an item type to a database or a flat file, and similarly load an item type into Oracle Workflow Builder from a database or a flat file. Opening an item type automatically retrieves all the attributes, messages, lookups, notifications, functions, and processes associated with that item type. Applying a Pre-Defined Route Oracle Workflow Builder includes routing process examples that you can apply as your call center routing process. To access a pre-defined routing processes, use the following procedure. Prerequisite None. Steps 1. From the navigator tree, click Call Route Item type. 2. Expand the Processes folder to see a list of available pre-defined processes. Telephony Manager includes pre-defined routes. 3. Double-click on the process name to view. 24 Oracle Telephony Manager / Concepts and Procedures

Modifying a Process Running a Pre-Defined Routing Process To run a pre-defined routing process with Oracle Workflow Builder, use the following procedure. Prerequisites None. Steps 1. From the Attributes folder, choose The Selected Process. Warning: Do not modify any attribute except The Selected Process attribute. Any modification may render the Call Routing Module unusable. The Oracle Workflow Navigator Control Properties window appears. 2. In the Default Value field, enter the name of the process that you want to run. 3. Choose OK. Modifying a Process The Process window in Oracle Workflow Builder graphically represents the activities (icons) and transitions (arrows) for a particular process. Notification, function, and process activities make up the nodes of a process. Call routing uses functions and processes. If a process contains a process activity in its diagram, then that process activity is known as a subprocess. To display information on the subprocess in a separate Process window, double-click on the subprocess activity node in the parent Process window. Each activity is a node, a logical step that contributes toward the completion of a process. Nodes contain stored procedures that operate on parameters. The GetAgents node routes information to a database table, invokes a stored procedure and returns the results. The database may return up to ten parameters, each parameter being an agent. You can drag and drop activities from the navigator tree into the Process window. Define transitions between activities by drawing arrows from one activity to the next using the secondary mouse button. Administering Telephony Manager 25

Designating Start and End Activities Designating Start and End Activities Each Oracle Workflow Builder process must have a Start activity that identifies the beginning point of the process. You may designate any node from which it is logical to begin the process as a Start activity. An End activity should return a result that represents the result of the completion of the process. Prerequisite None. Steps 1. Right click the icon that you wish to change. 2. Choose Properties. 3. Using the Start/End pull-down list, change the step in the process. 4. Indicate if the current node is a start or end activity in your process by choosing START or END, respectively. The default is NORMAL, which means neither. You may have multiple START and END nodes in your process. A Start activity is marked (Start) and has a small green arrow in its activity icon. An End activity is marked (End) and has a red arrow in its activity icon. 5. For an END node, if the overall process activity has a result type associated with it, you must also select a value for the final process result. The list of values for the final process result derive from the lookup type defined as the process activity s result type. WARNING: Before saving a process to the database, select Verify from the File menu to validate the process. Do not save un-validated processes to the database. The entire Call Route item type will be rendered an error and all call routing functionality will be disabled. Adding a New Node to a Process From the Oracle Workflow Builder Process window, create a new node by dragging and dropping a function or process activity from the navigator tree into the Process window. Use functions to fine-tune the route. The activity you drag must belong to the same data store as the process to which you drag it. 26 Oracle Telephony Manager / Concepts and Procedures

Creating a New Process Route If you use the right mouse button menu New Activity in the Process window to create a new node, the property pages for the node appear. Select the name of the item type and activity in the Activities property page. If you create a node by dragging and dropping an activity from the navigator tree into the process window, then double-click on the node to display the property pages so you can further specify the details of the node. If the node is a function activity and the function activity has activity attributes, you can assign values to those activity attributes by choosing the Attribute Values tab to display the Attribute Values property page. If the node is a process activity, then a small subprocess overlay icon appears over the upper right corner of process activity icon. The subprocess overlay icon identifies the node as a subprocess within the process diagram. Creating a New Process Route To create a new process route with Oracle Workflow Builder, use the following procedure. Prerequisite None. Steps 1. Select the Processes folder and right mouse click to create a new process. 2. When the Oracle Workflow Navigator Control Properties dialog box appears, select the Activities tab and: a. Enter a unique Internal Name. b. Enter the Display Name. c. Enter a Description of your new route. d. Leave the Result Type as None. 3. From Standard Functions, drag the Start activity to the new Process window. 4. From Call Route Functions, drag the Get Agents activity to the window. 5. From Call Routing Filters, CCT Environmental Conditions, Customer Initialization Phase, Customer Product Initialization, Product Initialization Phase, and Standard Item Types, drag and drop the activities you want to use in routing the calls to the appropriate agent. Administering Telephony Manager 27

Administering Call Routing Filters Administering Call Routing Filters Use Oracle Workflow Builder Call Routing Filters to route calls only to those agents who meet the filter criteria. Call Routing Filters Call Routing Filter Competency - Language Filter Competency - Knowledge Filter Competency - Product Filter Customer Product Filter Customer ID Filter Problem Code Filter Product ID Filter Request Owner Filter System Type Filter Description Ensures that only those agents who are competent in the language selected by the customer answer the call. Requires that a language selection be made at the IVRU. Ensures that only those agents who are competent in the area of expertise selected by the customer answer the call. Requires that an area of expertise selection be made at the IVRU. Used to ensure that only those agents who are competent in the product selected by the customer answer the call. Requires that a product selection be made at the IVRU. This filter is used to ensure that only those agents who are assigned to handle the particular Customer Product combination answer the call. Requires that the Derive Customer Product ID sub-process be completed before this activity in the routing workflow process. This filter is used to ensure that only those agents who are assigned to handle this particular customer answer the call. Requires that the Derive Customer ID sub-process be completed before this activity in the routing workflow process. This filter is used to ensure that only those agents who are assigned to handle the particular Problem Code answer the call. Requires that a problem code selection be made at the IVRU. This filter is used to ensure that only those agents who are assigned to handle the particular product answer the call. Requires that the Derive Product ID sub-process be completed before this activity in the routing workflow process. This filter is used to ensure that the call is routed to the agent who owns the Service Request, when the customer is calling about the particular Service Request. Requires that a service request number selection be made at the IVRU. This filter is used to ensure that only those agents who are assigned to handle the particular System Type answer the call. Requires that a serial number be input from the IVRU. 28 Oracle Telephony Manager / Concepts and Procedures

Setting Time and Date Rules Call Routing Filters (Cont.) Call Routing Filter Telesales Agent Account Filter Telesales Agent Opportunity Filter Telesales Agent Territory Filter Description This filter is used to retrieve the agents for a customer based on the account ID. This filter is used to retrieve the agents for a given sales opportunity. This filter is used to retrieve the agents for a customer based on their territory. Administering Call Center Environmental Conditions Call Center Environmental Conditions refers to the routing rules based on the date and time of the call. Call Center Environmental Conditions Telesales Routing - Functions Customer ID Exists? Customer ID from Address ID? Customer ID from ANI? Description Is the Customer ID on record? Returns Yes or No. Can the CustomerID be derived from the Address ID? Returns Yes or No. Can the customer ID be derived from the ANI? Returns Yes or No. Setting Time and Date Rules In Oracle Workflow Builder, for each of these attributes, the relevant value is specified after you drag the node onto the process diagram. To set time and date rules, use the following procedure. Prerequisites None. Steps 1. In the process diagram, double click on the node icon to open the node properties sheet. The property page for the node appears. Administering Telephony Manager 29

Deriving Rules for the Customer Initialization Phase 2. Choose the Attribute Values tab. The Attribute Values property page for the node appears. 3. Choose the applicable attribute or attributes and enter them in the Value field. 4. Choose Apply to save your changes. OR Choose OK to save your changes and close the Property page. Time and Date Rules Rule Between Two Dates? Call on Hold for X Seconds? During Business Hours? Get Day of the Month? Get Day of the Week? Is It After Specified Date? Is It Before Specified Date? Is It After Specified Time? Description If the current date falls between the start and end dates specified, this rule returns a Yes, otherwise it returns a No. If the call is on hold longer than the specified number of seconds, this rule returns a Yes, otherwise it returns a No. If the call is received during business hours, this rule returns a Yes, otherwise it returns a No. This rule returns the current day of the month as a number. You can use this rule to handle special, but not contiguous, days of the month differently. This rule returns the current day of the week. You can use this rule to handle weekends or certain days of the week differently. If the current date is after the specified date, this rule returns a Yes, otherwise it returns a No. If the current date is before the specified date, this rule returns a Yes, otherwise it returns a No. If the current time of day is after the specified time of day, this rule returns a Yes, otherwise it returns a No. Is It Before Specified Time? If the current time of day is before the specified time of day, this rule returns a Yes, otherwise it returns a No. Deriving Rules for the Customer Initialization Phase The Oracle Workflow Builder Customer initialization phase derives Customer ID information from the caller s responses to the IVR. The phase is represented by the Derive Customer ID sub-process, which you drag onto the process diagram. 30 Oracle Telephony Manager / Concepts and Procedures