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Use of CEP in Contact Canter

986095
986095 Member Posts: 3
edited Jan 22, 2013 12:24AM in Complex Event Processing
Hi,

I am building a Contact Center, where users will report their complaints using mail and social media (Facebook, Twitter etc.).

If many users are reporting similar problems (like a particular ATM not working/not having cash), I want those problems to be treated as one.

I understand that I will have to use CEP for that, but I am not able to understand how it will be used.

Please give me some pointers.

Regards

Nitin

Answers

  • Hi Nitin,

    Perhaps the following docs is helpful:
    http://docs.oracle.com/cd/E23943_01/doc.1111/e14476/toc.htm.

    A quick answer is:
    1) OEP is an application server
    2) An OEP application, which is a OSGI bundle, is comprised of Inbound Adapter, Event Channel, Processor, User Bean / Outbound Adapter
    3) The business logic is usually implemented in processor's CQL queries.

    Regards
    Junger
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