1 Reply Latest reply on Jan 22, 2013 5:24 AM by Junger He-Oracle

    Use of CEP in Contact Canter

    986095
    986095 Jan 21, 2013 10:27 AM
      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
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        • 1. Re: Use of CEP in Contact Canter
          Junger He-Oracle
          Junger He-Oracle Jan 22, 2013 5:24 AM (in response to 986095)
          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