Configuring CTI Application Pages

This chapter provides an overview of computer/telephony integration (CTI) integration and discusses how to map CTI transactions to application pages.

Note. Your PeopleTools documentation discusses the CTI framework and the integration between PeopleSoft and third-party middleware in the form of the Genesys CTI Framework or a Cisco ICM system.

See Also

Enterprise PeopleTools 8.45 PeopleBook: PeopleSoft MultiChannel Framework

Understanding CTI Integration

This section discusses:

• The PeopleSoft CTI solution.

• CTI configuration.

• The CTI console.

• CTI transactions and page mapping.

The PeopleSoft CTI Solution

Computer telephony integration (CTI) enables the system to open application pages based on information a caller enters into an interactive voice response (IVR) system. PeopleTools MultiChannel Framework integrates with third-party middleware to provide the CTI framework, and PeopleSoft CRM configuration pages enable you to map transaction IDs to specific CRM components. Once you configure these three elements (PeopleTools, your middleware, and CRM), the CTI process follows this flow:

1. A customer enters information using the IVR system.

2. The private branch exchange (PBX) system's automatic call distributor (ACD) routes the call to the Genesys or Cisco middleware.

3. The middleware converts the customer's entries into key fields and passes them to the PeopleSoft CTI application.

4. An agent accepts the call from the CTI console.

5. The PeopleSoft CTI application looks at your CRM configuration to match the transaction ID to a target page, then it uses an iScript to open that target page prepopulated with the caller's data.

   Target pages can be in the PeopleSoft CRM database or another database.

The following diagram illustrates this process.

CTI process flow

CTI Configuration

To set up CTI for your site:

1. Set up your Genesys or Cisco middleware.

   See Your Genesys or Cisco documentation.

2. Configure PeopleSoft CTI.

   See Enterprise PeopleTools 8.45 PeopleBook: PeopleSoft MultiChannel Framework

3. Program the IVR and your middleware to ensure that the transaction number and other required parameters are populated.

   See The documentation for your IVR and middleware systems.

4. Map CTI transactions to application pages.

   Identify the target page for each transaction, and determine the key fields that the IVR system will populate.

Note. The final step, mapping CTI transactions to application pages, is the only step described in detail in this chapter. Refer to your PeopleTools documentation for additional information about all other aspects of CTI configuration.

See Also

Enterprise PeopleTools 8.45 PeopleBook: PeopleSoft MultiChannel Framework

The CTI Console

The PeopleSoft CTI console is the interface that agents use to perform all CTI-related actions. We discuss this console in the documentation on using PeopleSoft CTI.

See Also

Enterprise PeopleTools 8.45 PeopleBook: PeopleSoft MultiChannel Framework

CTI Transactions and Page Mapping

The IVR assigns questions and their responses to a transaction number that is passed to the PeopleSoft CTI application. By mapping the transaction ID to a target page, you enable the system to route the call appropriately.

For example, if transaction 2 is mapped to the Case page for PeopleSoft Support, IVR system captures the transaction number and the case number, the CTI system displays the Case page for the case that the caller entered.

Mapping transactions involves two tasks:

• Enter transaction-level information.

  Associate each transaction ID to a page, and identify the field data that the system can expect to receive from the IVR for that transaction.

• Enter database-level information.

  Each database you use (for example, the PeopleSoft CRM database and the PeopleSoft Financials and Supply Chain Management databases), is registered as a content provider in the PeopleSoft portal. For each content provider, even if you have only one, you must identify the associated transactions.

Delivered Transaction Mappings

This section provides a table with the transaction number, the target page and required fields for each of the delivered PeopleSoft CRM transactions. In addition to the required fields shown, all transactions require that the IVR system pass a CTI transaction number and the caller's phone number.

When the transaction description includes industry information, the transactions is specific to a PeopleSoft CRM industry-specific application. For example, a transaction description that starts with Communications applies only to PeopleSoft CRM for Communications.

PeopleSoft also delivers mappings for certain PeopleSoft Supply Chain Management transactions. You can review all delivered transactions in the CTI Mapping page.

If you are using the transactions that are delivered with PeopleSoft CRM, you do not need to use the CTI Mapping page to create your transactions and mappings; it has been done for you already. You just need to take the key fields and the transaction numbers for the delivered transactions and program them into the IVR system.

Autonumbering Considerations

PeopleSoft CTI requires that all user inputs be either all numbers or all letters, but not a mix. Certain autonumbered fields that CTI users are asked to enter (for example, IDs for orders, service orders, and customers) can normally contain a mix of numbers and letters, but if you use CTI, give these fields autonumbering definitions that use just one or the other.

Many of the objects accessed through CTI are keyed by a combination of business unit and ID. CTI users are never asked to input a business unit, so to ensure that an ID entered by a CTI user uniquely identifies an object, you must configure IDs to be unique across all business units. In the case of customer ID that is used to display customer's 360-degree view, the customer ID has to be unique within the database. IDs that come from the last number table (for example, case IDs) are inherently unique across business units, only IDs that come from the Auto Numbering page can be non-unique.

See Also

Setting Up Automatic Numbering

Mapping CTI Transactions to Application Pages

This section discusses how to:

• Map transaction IDs to application pages.

• Identify transactions for each content provider.

• Test your CTI connection.

Pages Used to Map to Application Pages

Mapping Transaction IDs to Application Pages

To map transaction IDs to CRM application pages, use the CTI Mapping (CTI_MAPPING) component.

Access the CTI Mapping page.

Transaction ID	Enter the numeric identifier for the CTI transaction whose target page you are defining.
Foreign Transaction	Select if you are setting up a transaction whose target page belongs to a content provider other than PeopleSoft CRM.
Menu Name, Menu Bar Name, Component ID, and Page Name	Enter the complete navigation for the target page. Enter the PeopleTools object names for the menu, the menu bar, the menu item (the component), and the page.
Display Template ID	Specify the display template that the system uses to present the target component. For example, the Case component uses display templates to control its appearance and behavior. PeopleSoft prepopulates the appropriate display template ID for each case-related CTI transaction in the system. If customers enter an invalid case ID, the case search page for the template appears.
Edit Table	Enter the search record for the target component.
Mode	Select Add to create a new record in the target page to access the page in Add mode. Select Update/Inquiry to access existing data in the target page (to access the page in Update mode).

Primary Keys

The Primary Keys group box displays the search keys for the target page. Select the URL Parameters check box for the fields that the IVR system will populate.

Identifying Transactions for Each Content Provider

To identify transaction for each content provider, use the CTI Configuration (CTI_CONFIG) component.

Access the CTI Configuration page.

Content Provider Name	Complete this page for each content provider with pages that are accessed through CTI. At a minimum, define information for the CRM content provider (the PeopleSoft CRM database).
CTI Description	Enter a description of the content provider.
Get Content	Click this link to populate the Target Portal URL field based on information from the content provider table, which stores a logical name for a Web server (the Web server name, the port, and so on).
Target Portal URL	Enter the URL used to access this content provider in this format: http://<Appservername>/psp/<Appserver Domain Name>/
Menu Name, Menu Bar Name, Component, Market, and Page Name	Enter the complete navigation for the CTI transfer page in the target database. This is the page that accepts the IVR parameters and transfers the call taker to the target page appropriate to the specific transaction. If the content provider is PeopleSoft CRM, the CTI transfer page is DERIVED_CTI. This page uses the information that you entered on the CTI Mapping page to determine the appropriate target page.

CTI Transactions

Displays CTI transactions that are associated with the content provider that you are defining. Associate a transaction to the content provider by selecting the Selected check box. Clearing the check box disassociates the transaction from the content provider.

Reassigning a transaction requires two steps: first disassociate the transaction from its original owner, then associate it with the new owner. The first step is necessary to make the transaction appear in the new owner's list of CTI transactions.

Testing Your CTI Connection

Use the CTI Test page to check the routing for your CTI setup. To test the connection, enter transaction number 99 (CTI test transaction) into the IVR. If the connection is correct, the CTI Test page appears with transaction data for a transaction 99.