Computer Telephony Integration (CTI) using Direct Integration
Hi All,
We are in process of implementing Computer Telephony Integration (CTI) using Direct Integration in Oracle Applications 12.1.3
We got below questions and needs input on the same.
When agent gets a call from third party softphone when he/she is working on a form in Oracle (not contact center form)
1. How does Oracle handle the screen pop?
2. What happens if agent updating data and not yet saved?
3. Will agent get prompt to complete current activity before initiating the screen pop?
4. What will happen if agent has multiple sessions open, which session agent will get pop up
How will be the behavior when agent is currently working on contact center form
We got below questions and needs input on the same.
When agent gets a call from third party softphone when he/she is working on a form in Oracle (not contact center form)
1. How does Oracle handle the screen pop?
2. What happens if agent updating data and not yet saved?
3. Will agent get prompt to complete current activity before initiating the screen pop?
4. What will happen if agent has multiple sessions open, which session agent will get pop up
How will be the behavior when agent is currently working on contact center form
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