Setting Up MCF For PeopleSoft Interaction Hub

Special considerations exist when using the MCF with PeopleSoft Interaction Hub. Typically, this feature is leveraged directly within a PeopleSoft application database, such as CRM, HCM, or SCM. If you use PeopleSoft Interaction Hub to log on to these databases, then MCF-related content references must be modified in the PeopleSoft Interaction Hub registry so that they point to your PeopleSoft application database, such as CRM.

Note: The PeopleSoft system delivers MCF-related content references in all databases as part of PeopleTools; therefore, as delivered, they point to components that are local to the PeopleSoft Interaction Hub database.

To modify MCF-related content references:

  1. Go to PeopleTools > Portal > Structure and Content.

  2. Navigate to the content references.

    The content references follow this list.

  3. Change the Node Name value from Always use local to the appropriate content provider.

  4. Click Save.

The content references that need to be modified are.

  • Root, Tools - Hidden, MCF Console.

  • Root, Tools - Hidden, CTI Console.

  • Root, PeopleTools, MultiChannel Framework, Universal Queue - All CREFs in this folder.

  • Root, PeopleTools, MultiChannel Framework, CTI Configuration - All CREFs in this folder.

The MCF is now able to access the setup that is performed in the content provider database.

See the product documentation for PeopleTools: MultiChannel Framework.