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September 2012
Introduction ....................................................................................... 1
Basic API Specification ...................................................................... 2
Contact Center Toolbar Command API ......................................... 2
Contact Center Toolbar Event API ................................................. 9
Message Formatting ........................................................................ 16
Sample Messages ....................................................................... 16
Process Flows ................................................................................. 20
Login ........................................................................................... 20
Inbound Call Lifecycle ................................................................. 20
Outbound Lifecycle ...................................................................... 20
Single Step Transfer .................................................................... 21
Two Step Transfer (Transfer with Consultation Call) .................... 21
Conference Return to Call ........................................................ 22
Conference Leave Conference ................................................. 22
Resend Sample ........................................................................... 23
Logout ......................................................................................... 23
JavaScript Connector Implementation ............................................. 23
Dependencies ............................................................................. 23
Implement Dynamically Loadable JavaScript File ........................ 24
Implement Custom Connector Object .......................................... 25
Sample JavaScript Connector Class............................................ 26
Implement sendToolbarCommand ............................................... 26
Implement Callback Function Invocations .................................... 27
Special Considerations .................................................................... 28
Assumptions ................................................................................ 28
Password Obfuscation ................................................................. 28
Phone Number Formatting .......................................................... 28
Call Data Mappings ..................................................................... 29
Conclusion ...................................................................................... 29
Oracle Fusion Contact Center Connector Specification
Introduction
This document specifies the Oracle Fusion Contact Center Toolbar Driver functionality
requirements for providers of telephony services to enable integration with Oracle Fusion CRM
Applications. Oracle specifies a set of APIs to enable Computer Telephony Integration (CTI) to
the Oracle Fusion CRM Applications. This consists of a JavaScript API which will allow
integration directly in the browser process.
The Oracle Fusion Contact Center Toolbar is an embedded UI component displayed at the top
of enabled Oracle CRM Application pages. For the purposes of this document we will often
refer to this simply as "the toolbar".
The toolbar provides application users with basic telephony controls and integrates telephony
events with application behavior. For example once an incoming call from a customer is
established the toolbar may automatically create and record a Fusion Interaction based upon
the call data. The toolbar may then automatically perform an application page navigation
based upon analysis of contextual information derived from the call data.
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Oracle Fusion Contact Center Connector Specification
Login
The Login command signs an Oracle Fusion CRM user into the telephony system.
LOGIN
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
**<Element Name> <value> ** Series of additional name value pairs required for provider login as
configured in Fusion Contact Center
Logout
The logout command signs out an Oracle Fusion CRM user from the telephony system.
LOGOUT
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Oracle Fusion Contact Center Connector Specification
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
SetReady
The SetReady command sets an Oracle Fusion CRM user ready to receive auto-distributed calls.
SETREADY
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
SetNotReady
The SetNotReady command sets an Oracle Fusion CRM user not ready to receive auto-distributed
calls.
SETNOTREADY
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
ReasonCode <reasonCode> The Not Ready reason indicator a.k.a. Break Reason Code.
MakeCall
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Oracle Fusion Contact Center Connector Specification
The MakeCall command makes an outbound call and connects it with the Oracle Fusion CRM users
phone.
MAKECALL
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
HangUp
HANGUP
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
OnHold
ONHOLD
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
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Oracle Fusion Contact Center Connector Specification
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
OffHold
OFFHOLD
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
Accept
The accept command accepts a newly delivered call. It answers the phone in a ringing state.
ACCEPT
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
Ignore
The ignore command ignores the newly delivered call, functionality is provider specific.
IGNORE
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Oracle Fusion Contact Center Connector Specification
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
End
The end command terminates a call at the end of any post call wrap up processing.
ONHOLD
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
SingleStepTransfer
The SingleStepTransfer makes an outbound call and transfers a currently active call to the new
outbound call in one action.
SINGLESTEPTRANSFER
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Oracle Fusion Contact Center Connector Specification
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
Consult
The Consult command places the currently active call on hold and makes a new outbound call for
consultation.
CONSULT
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
Conference
The Conference command conferences an active consultation call with the call on hold.
CONFERENCE
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Oracle Fusion Contact Center Connector Specification
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
CompleteTransfer
The CompleteTransfer command transfers a call on hold or in conference to the destination of the
consultation call. Used as the second step of a two-step transfer flow or to leave a conference.
COMPLETETRANSFER
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
Cancel
The Cancel command cancels a consultation call or conference and reestablishes the connection with
the original call.
CANCEL
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
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Oracle Fusion Contact Center Connector Specification
UpdateData
The UpdateData command updates the call data with application derived changes or additions.
UPDATEDATA
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
ResendLastEvent
The ResendLastEvent command requests the provider to send the last event or sequence of events in
case there is an active call.
RESENDLASTEVENT
UserName <agentId> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceId> Device identifier as configured in the Oracle Fusion Contact Center
RequestId <requestId> The unique message identifier within the scope of the session
sender ToolbarGateway Literal value hard coded to ToolbarGateway. In the future this will
support a provider specified identifier.
type toolbarResponse Literal identifies this message as a Contact Center Toolbar event
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Oracle Fusion Contact Center Connector Specification
data <dataMap> JSON formatted sequence of name/value pairs that specify event
details
The following list of events represents the detailed structure of the data element of the basic event
structure above.
AgentLoggedOn
The AgentLoggedOn event is an agent state change to indicate a successful login to the telephony
provider.
AGENTLOGGEDON
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
AgentLoggedOut
The AgentLoggedOut event is an agent state change to indicate logged out of the telephony provider.
AGENTLOGGEDOUT
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
AgentReady
The AgentReady event is an agent state change to indicate distributed call availability.
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Oracle Fusion Contact Center Connector Specification
AGENTREADY
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
AgentNotReady
The AgentNotReady event is an agent state change to indicate distributed call unavailability.
AGENTLOGGEDOUT
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
AgentBusy
The AgentBusy event is an agent state change to indicate unavailability due to call related processing.
AGENTBUSY
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
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Oracle Fusion Contact Center Connector Specification
Delivered
The Delivered event indicates a new call has been delivered to the agent.
DELIVERED
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
CallId <callID> Unique call identifier as specified by the provider. Used by the toolbar
for identification of future call commands.
InboundCall
OutboundCall
PreviewCall
WebCallback
ConsultationCall
In
Out
*<Call Data <value> A variable number of provider and IVR collected data elements
Element>
Established
The Established event indicates a call to the agent is connected and active. For example a new call has
been answered or taken off hold.
ESTABLISHED
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Oracle Fusion Contact Center Connector Specification
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
CallId <callID> Unique call identifier as specified by the provider. Used by the toolbar
for future call commands.
InboundCall
OutboundCall
PreviewCall
WebCallback
ConsultationCall
OnHold
The OnHold event indicates an active call has been placed on hold.
ONHOLD
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
CallId <callID> Unique call identifier as specified by the provider. Used by the toolbar
for future call commands.
InboundCall
OutboundCall
PreviewCall
WebCallback
ConsultationCall
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Oracle Fusion Contact Center Connector Specification
OnConsultation
The OnConsultation event indicates that a consultation call has been initiated on behalf of the agent.
ONCONSULTATION
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
CallId <callID> Unique call identifier as specified by the provider. Used by the toolbar
for future call commands.
InboundCall
OutboundCall
PreviewCall
WebCallback
ConsultationCall
OffConference
The OffConference event indicates a call with a consultant in consultation or conference has been
disconnected. This should occur as the result of the consultant hanging up or the toolbar initiating a
Cancel command.
OFFCONFERENCE
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
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Oracle Fusion Contact Center Connector Specification
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
CallId <callID> Unique call identifier as specified by the provider. Used by the toolbar
for future call commands.
Released
The Released event indicates a call with an agent has been disconnected.
RELEASED
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
CallId <callID> Unique call identifier as specified by the provider. Used by the toolbar
for future call commands.
InboundCall
OutboundCall
PreviewCall
WebCallback
ConsultationCall
End
The End event indicates a call with an agent has been terminated.
END
UserName <agentID> Agent identifier as configured in the Oracle Fusion Contact Center
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Oracle Fusion Contact Center Connector Specification
DeviceName <deviceID> Device identifier as configured in the Oracle Fusion Contact Center
CallId <callID> Unique call identifier as specified by the provider. Used by the toolbar
for future call commands.
InboundCall
OutboundCall
PreviewCall
WebCallback
ConsultationCall
Message Formatting
The message format is based upon JSON referenced at www.json.org. All the commands and events
are represented as a single JSON object. These commands and events begin and end with opening and
closing braces. All message data is represented as strings delimited by double quotes. The name-value
pairs are separated by a comma. The data in the name-value pair is separated by a colon. The data
portion of the message structure contains a nested JSON formatted string. Sample messages for each
command and event will be provided in the next section.
Sample Messages
This section contains sample messages for each command and event. The data value of each message
is highlighted in bold.
Command Formats
Command: Login
{"MessageType":"Request","Operation":"Login","UserName":"shawn1","Password":"EBDC373E304
ACF0B1DB5CDD41C680723O3nQA5TSjf+0Nr2mEoUiLQ==","DeviceName":"null","Company":"
pmdemo","ProviderDest":"https://demo.contactondemand.com:443/CCA/services"}
Command: Logout
{"DeviceName":"null","Operation":"Logout","RequestID":"113","UserName":"shawn1","CallID":"30
045035514571","MessageType":"Request"}
Command: SetReady
{"MessageType":"Request","Operation":"setReady","UserName":"shawn1","RequestID":"100","Devic
eName":"2000"}
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Oracle Fusion Contact Center Connector Specification
Command: SetNotReady
{"MessageType":"Request","Operation:setNotReady,UserName:shawn1,RequestID:100,DeviceName:
2000"}
Command: MakeCall
{"MessageType":"Request","Operation":"MakeCall","UserName":"shawn1","RequestID":"103","Devi
ceName":"2000","Destination":"+0015402262747"}
Command: OnHold
{"Operation":"OnHold","DeviceName":"null","RequestID":"104","UserName":"shawn1","CallID":"3
0045035514527","MessageType":"Request"}
Command: OffHold
{"Operation":"OffHold","DeviceName":"null","RequestID":"105","UserName":"shawn1","CallID":"3
0045035514527","MessageType":"Request"}
Command: Consult
{"Operation":"Consult","DeviceName":"null","TargetExtension":"null","UserName":"shawn1","Relati
onshipId":999990000410698,"TargetAgent":"null","NoteText":"null","RequestID":"104","CustomerId
":305850,"ContactId":163594,"CallID":"30045035514529","TargetUserId":"null","DisplayString":"Sha
nnon Bryant (J ED TURNER INC)","MessageType":"Request","Destination":"+0015402262747"}
Command: Conference
{"DeviceName":"null","Operation":"Conference","RequestID":"105","UserName":"shawn1","CallID"
:"30045035514529","MessageType":"Request"}
Command: CompleteTransfer
{"DeviceName":"null","Operation":"CompleteTransfer","RequestID":"106","UserName":"shawn1","
RelationshipId":999990000410698,"TargetAgent":"null","NoteText":"null","CustomerId":305850,"Co
ntactId":163594,"CallID":"30045035514529","TargetUserId":"null","DisplayString":"Shannon Bryant
(J ED TURNER INC)","MessageType":"Request","Destination":"+0015402262747"}
Command: SingleStepTransfer (To Internal Agent)
{"Operation":"SingleStepTransfer","DeviceName":"null","TargetExtension":"141","UserName":"shaw
n1","RelationshipId":999990000410698,"TargetAgent":"shailesh","NoteText":"Sample transfer note
Text.","RequestID":"102","CustomerId":305850,"ContactId":163594,"CallID":"30045035514528","Ta
rgetUserId":"1875","MessageType":"Request","DisplayString":"Shannon Bryant (J ED TURNER
INC)","Destination":"null"}
Command: SingleStepTransfer (To External Number)
{"Operation":"SingleStepTransfer","DeviceName":"null","TargetExtension":"null","UserName":"shaw
n1","RelationshipId":999990000410698,"TargetAgent":"null","NoteText":"null","RequestID":"109","C
ustomerId":305850,"ContactId":163594,"CallID":"30045035514530","TargetUserId":"null","DisplaySt
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Oracle Fusion Contact Center Connector Specification
Event Formats
Event: AgentLoggedOn
{"EventName":"AgentLoggedOn","AcdUserId":"1876","AcdExtension":"142","UserName":"shawn1"
,"MessageType":"AgentEvent"}
Event: AgentLoggedOut
{"EventName":"AgentLoggedOut","UserName":"shawn1","MessageType":"AgentEvent"}
Event: AgentReady
{"EventName":"AgentReady","AcdUserId":"1876","AcdExtension":"142","UserName":"shawn1","M
essageType":"AgentEvent"}
Event: AgentNotReady
{"MessageType":"AgentEvent","EventName":"AgentNotReady","UserName":"shawn1","DeviceNam
e":"2000"}
Event: AgentBusy
{"MessageType":"AgentEvent","EventName":"AgentBusy","UserName":"shawn1","DeviceName":"2
000"}
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Oracle Fusion Contact Center Connector Specification
Event: Delivered
{"EventName":"Delivered","PARAM_FIRSTNAME":"","PARAM_COUNTRYCODE":"1","ACD_
PRIORITY":"3","INTDATE":"1332889847","Direction":"In","DNIS":"5125018465","systemOfferTi
me":"1332889857","ANI":"7034789000","systemTransfer":"0","PARAM_PHONENUMBER":"","Int
eractionType":"InboundCall","queueBeginTime":"0","doNotRecord":"0","INTID":"30045035514529"
,"PARAM_INTERACTIONID":"30045035514529","systemEmailSubject":"","systemStartTime":"133
2889847","Media":"Phone","PARAM_LASTNAME":"","PARAM_CUSTOMERID":"","PARAM_TI
MEZONE":"","MCT":"0","PARAM_EVENTNAME":"INTERACTION_TYPE_INBOUND_CAL
L","PARAM_EMAILADDRESS":"","PARAM_WORKGROUPNAME":"","PARAM_EXTENSIO
N":"","PARAM_COMPANY":"","PARAM_ORIGIN":"7034789000","CallID":"30045035514529","
MessageType":"InteractionEvent"}
Event: Established
{"EventName":"Established","Media":"Phone","InteractionType":"InboundCall","CallID":"30045035
514529","MessageType":"InteractionEvent","Direction":"In"}
Event: OnHold
{"EventName":"OnHold","Media":"Phone","InteractionType":"InboundCall","CallID":"30045035514
529","MessageType":"InteractionEvent","Direction":"In"}
Event: OnConsultation
{"EventName":"OnConsultation","Media":"Phone","InteractionType":"InboundCall","CallID":"3204
5035513492","MessageType":"InteractionEvent","Direction":"In"}
Event: OnConference
{"EventName":"OnConference","Media":"Phone","InteractionType":"InboundCall","CallID":"30045
035514529","MessageType":"InteractionEvent","Direction":"In"}
Event: Released
{"EventName":"Released","Media":"Phone","InteractionType":"InboundCall","CallID":"30045035514
531","MessageType":"InteractionEvent","Direction":"In"}
Event: End
{"EventName":"End","Media":"Phone","InteractionType":"InboundCall","CallID":"30045035514529
","MessageType":"InteractionEvent","Direction":"In"}
Event: Example of an event sent as a result of a resend request
{"EventName":"Established","ResendSequence":"2","Media":"Phone","ResendCount":"2","ResendEv
ent":"true","InteractionType":"InboundCall","CallID":"30045035514532","MessageType":"Interaction
Event","Direction":"In"}
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Oracle Fusion Contact Center Connector Specification
Process Flows
This specifies the typical expected command and event sequences for the standard functional flows.
Login
TOOLBAR COMMAND DIRECTION CONNECTOR EVENT
Login
AgentLoggedOn
AgentReady
AgentBusy
Delivered
Accept
Established
HangUp
Released
End
End
AgentReady
Outbound Lifecycle
TOOLBAR COMMAND DIRECTION CONNECTOR EVENT
MakeCall
AgentBusy
Delivered
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Oracle Fusion Contact Center Connector Specification
Established
HangUp
Released
End
End
AgentReady
SingleStepTransfer
Released
End
End
AgentReady
Consult
OnHold
OnConsultation
CompleteTransfer
Released
End
End
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Oracle Fusion Contact Center Connector Specification
AgentReady
Consult
OnHold
OnConsultation
Conference
OnConference
Established
HangUp
Released
End
End
AgentReady
Consult
OnHold
OnConsultation
Conference
OnConference
CompleteTransfer
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Oracle Fusion Contact Center Connector Specification
Released
End
End
AgentReady
Resend Sample
Assumes an active call is in wrap up state when the ResendLastEvent command is received.
ResendLastEvent
Delivered (ResendSequence=1,ResendCount=3)
Established(ResendSequence=2,ResendCount=3)
Released(ResendSequence=3,ResendCount=3)
Logout
TOOLBAR COMMAND DIRECTION CONNECTOR EVENT
Logout
AgentLoggedOut
Dependencies
There are two dependencies:
Reference JavaScript Connector Source
Implementation should support following major browser versions
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Oracle Fusion Contact Center Connector Specification
Firefox 4+
IE 8+
Chrome 11+
Safari 4+
//sample code
var comm_connector = {
getConnector : function(){
return new 3rdPartyConnector();
}
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Oracle Fusion Contact Center Connector Specification
isLoggedIn - Returns boolean true if the client is successfully authenticated with the remote service
provider.
Returns boolean to indicate current authentication status
sendToolbarCommand - This is the primary function invoked by the toolbar framework to send the
commands specified in the Command API to the remote provider service.
Returns boolean true it the command was sent successfully.
Parameters:
text - JSON object containing command arguments refer to Command API for details.
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Oracle Fusion Contact Center Connector Specification
//logout
function logout(){}
Implement sendToolbarCommand
The sendToolbarCommand will translate the JSON formatted Toolbar Command into the expected
provider argument(s) and invoke the equivalent functionality on the remote service provider.
// Sample
sendToolbarCommand: function( text ) {
var res = this.checkLoggedIn();
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Oracle Fusion Contact Center Connector Specification
if( res.code == 0 ) {
this.sendToken(
{
type: "toolbarCommand",
sourceId: this.fClientId,
sender: this.fUsername,
username: this.fUsername,
data: text
},
null
);
}
return res;
}
OnOpen Function
OnOpen should be invoked once remote communications have been successfully established with the
provider.
Parameters:
aEvent - JSON object.
OnClose Function
OnClose should be invoked once remote communications to the provider have been terminated.
Parameters:
aEvent - JSON object.
OnMessage Function
The OnMessage function is the primary function used by providers for delivering events to the
toolbar. Please refer to the Event API for proper encoding of the arguments passed to this function.
The OnMessage function is typically invoked to send properly encoded Toolbar Events following the
specified structure defined in the Event API. Whenever an event is received via the listener channel
established as part of the logon processing the connector must translate the provider specific event
into the equivalent Toolbar Event and pass it to the toolbar OnMessage callback function.
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Oracle Fusion Contact Center Connector Specification
Parameters:
aEvent - Raw event stream - this is ignored
aToken - This is the JSON object as specified in the Event API
The OnMessage function also has 2 special purposes, which must be invoked properly to signal that a
connection has been successfully established and that a connection has been closed.
Indicate a successful connection to service provider based upon following event attribute values:
reqType = login
type=response
msg=ok
Indicate the connection to the service provider has been closed based upon the following event
attribute values.
type=goodBye
Special Considerations
Assumptions
The toolbar only supports a single active interaction at a time in this release. Therefore, the provider
should prevent delivery or creation of new items while an interaction is ongoing. For example a
MakeCall request should be ignored if an interaction is active.
Password Obfuscation
For security purposes the password used for agent login purposes is encrypted. For JavaScript, the
unobfuscated password will be accessible via variable "JSPassword" in JavaScript. The password passed
into logon method is obfuscated and cannot be directly used.
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Oracle Fusion Contact Center Connector Specification
Conclusion
With the help of this specification, integrators should be able to write a telephony provider specific
connector which communicates with the Oracle Contact Center Toolbar to CTI enable Oracle Fusion
CRM applications.
29
Oracle Fusion Contact Center Copyright 2012, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only and the
Connector Specification contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other
September 2012 warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or
Author: [OPTIONAL] fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are
Contributing Authors: [OPTIONAL] formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any
means, electronic or mechanical, for any purpose, without our prior written permission.
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