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Is there need of both Inbound and outbound data flows while doing CTI/IVR Integration

in Help Desk 1 comment

Summary:

Hi,

Is there a need of both Inbound and outbound data flows(files) while doing CTI/IVR Integration with third party telephonic system (e.g. Cisco).

e.g. Do we need to provide the file for employee data e.g. Names, Person Number etc.

Or is this only inbound data flow to HR Help Desk from IVR ?

Is this integration need to be developed by the implementation team or Oracle will enable this with the third-party ?

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25A


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