Understanding PeopleSoft CTIThis chapter provides an overview of the PeopleSoft Computer Telephony Integration (CTI) console and PeopleSoft CTI components and discusses how to:
Configure PeopleSoft CTI.
Configure queues and agents.
Use other CTI options.
Use the CTI sample pages.
Understanding PeopleSoft CTIThis section discusses:
PeopleSoft CTI.
PeopleSoft CTI components.
PeopleSoft CTI
PeopleSoft CTI enables you to integrate your PeopleSoft applications with your call center. PeopleSoft CTI offers the following benefits:
Seamlessly integrates your PeopleSoft application with the Genesys CTI Framework, Cisco Intelligent Contact Management (ICM) software, or other CTI software that implements the PeopleSoft MultiChannel Application Programming Interface (PSMCAPI), to improve agent productivity.
Agents refers to the individuals who interact with your customers using CTI.
Requires only that you install a supported web browser on the agent's workstation.
Enables agents to take advantage of browser-based call management and automatic population of PeopleSoft transaction pages with the relevant customer data associated with an incoming call.
Transmits DTMF (Dual-Tone Multi Frequency) data.
Handles outbound calls from automated system.
PeopleSoft CTI is an optional component that you can integrate with the PeopleSoft MultiChannel Framework. This means that you have the option to incorporate a CTI channel within the MultiChannel Framework. PeopleSoft CTI requires third-party middleware in the form of the Genesys CTI Framework, a Cisco ICM system, or CTI middleware that implements PSMCAPI.
In PeopleSoft CTI, the CTI middleware performs the call routing. The universal queue is not involved in routing calls. For an incoming call, the CTI middleware notifies the MultiChannel Console, which then notifies the queue server so that the agent's workload can be updated with the cost of a call.
PeopleSoft CTI ComponentsThe PeopleSoft CTI console works together with the IVR (Interactive Voice Response) system, the CTI middleware, an Automatic Call Distributor (ACD), and your PeopleSoft application.
When a customer calls, the caller enters their information (for example, an account number) using the IVR system. Using this information, the CTI middleware routes the call to an appropriate ACD queue. The ACD sends the call to the next available agent on that queue and notifies the CTI middleware that there is an incoming call on that Directory Number (DN). The CTI middleware, in turn, notifies the CTI Console, and passes the customer’s information as attached data. The CTI Console uses the attached data to determine what PeopleSoft transaction page to open (pop-up) for the agent and what application data to retrieve from the database. The agent can manage the call using the CTI Console, which in turn communicates with the PBX using the CTI middleware.
For PeopleSoft CTI systems using Enterprise PeopleTools 8.45.05 or later, the CTI console uses a JavaScript MultiChannel Application Programming Interface (JSMCAPI) to communicate with CTI middleware that implements the PeopleSoft MultiChannel Application Programming Interface (PSMCAPI).
For PeopleSoft CTI systems using Enterprise PeopleTools 8.44 or earlier, the CTI console uses a Java applet that runs within the web browser to communicate directly with your CTI middleware. The CTI console communicates to the Java applet using JavaScript. The applet is delivered in a file called pCti.cab that is approximately 500 KB. The applet resides in the browser cache to reduce network traffic and improve response time.
Note. The CTI console Java applet was deprecated in PeopleTools 8.46.
Configure PeopleSoft CTI to use either the applet or the non-applet (JSMCAPI) console on the CTI Type tab on the Configure CTI page.
This diagram illustrates PeopleSoft CTI architecture using PSMCAPI and JSMCAPI:
PeopleSoft CTI integration architecture
Note. PeopleSoft supports both Cisco and Genesys CTI solutions using the CTI Java applet, and any CTI solution that implements the PSMCAPI. In this document, when the phrase your CTI vendor or CTI middleware appears, assume that it refers to either Cisco or Genesys products or to other CTI vendors that support the PSMCAPI, as appropriate to your installation.
See Also
Internet Script Classes (iScript)
Understanding PeopleSoft CTI Components
This section describes components required for PeopleSoft CTI. It discusses:
PeopleSoft CTI requirements.
PeopleSoft MultiChannel API.
JavaScript MultiChannel API.
Required security for PSMCAPI.
Genesys components.
Cisco components.
Java Runtime Environment.
PeopleSoft CTI Requirements
PeopleSoft CTI requires one of the following:
CTI middleware implementing the PSMCAPI.
Genesys CTI and the Java Runtime Environment.
Cisco CTI and the Java Runtime Environment.
PeopleSoft MultiChannel APIThe PeopleSoft MultiChannel API (PSMCAPI) is a Java API and software development kit (SDK) that provides server-side connectivity with the PeopleSoft CTI system. PSMCAPI enables third-party telephony vendors and system integrators to integrate with PeopleSoft applications.
No additional installation is required to use PSMCAPI or JSMCAPI; they are installed during PeopleTools installation.
This table provides the locations of PSMCAPI and JSMCAPI components:
|
Item |
Location |
|
PSMCAPI Java archive |
<PS_HOME>\sdk\psmcapi\dist\lib |
|
PSMCAPI configuration files:
|
<PS_HOME>\sdk\psmcapi\dist\config |
|
JSMCAPI JavaScript file |
<PS_HOME>\webserv\<domain>\applications\peoplesoft\PORTAL\ps\pMCF |
Two files, psmcapilog.properties and renclient.properties, include parameters to configure PSMCAPI. Configure the logging characteristics of PSMCAPI in psmcapi.properties. To have PSMCAPI generate full debug logs, set com.peoplesoft.pt.mcf.level to FINEST.
The following table lists all the parameters in renclient.properties:
|
Parameter |
Default Value |
Description |
|
interval_heartbeat_server |
30000 |
Heartbeat interval in milliseconds from PSMCAPI to console. |
|
interval_heartbeat_client |
30000 |
Heartbeat interval in milliseconds from console to PSMCAPI. |
|
maxsize_eventqueue |
100000 |
Maximum number of events in the event queue. |
|
interval_event_expired |
300000 |
Expiration interval in milliseconds for an event in the event queue. An expired event is never published to the client/console and is discarded from the event queue. |
|
interval_topic_reaper |
3600000 |
Topic reaper interval in milliseconds. |
|
mtu_size |
0 |
The Maximum Transmission Unit size of your computer or network. Set mtu_size to zero for no TCP packet padding, or to the MTU size for your network or computer to remove TCP acknowledgement delays. |
|
heartbeats_to_miss |
2 |
The number of heartbeat intervals to wait before removing a non-responsive client |
|
psmcapi_heartbeats_to_miss |
5 |
The number of PSMCAPI heartbeat intervals to wait before removing a non-responsive client. |
|
tcp_nodelay |
True |
TCP no delay. Set to true to turn off TCP Nagle algorithm |
|
disable_session |
False |
This parameter is used when multiple PSMCAPI implementations subscribe to same REN server. If this parameter is set to True, it turns off the listeners for internal session and heartbeat. |
Required Security for PSMCAPIPeopleSoft CTI solutions that use the PeopleSoft MultiChannel Application Programming Interface (PSMCAPI) require CTI-specific configuration of REN server security to authenticate the CTI server. The CTI server is not part of a PeopleSoft application server domain, but it can generate an authentication token (PSTOKEN) to be authenticated by the application server. To enable this authentication, PeopleSoft delivers a default CTI server permission list and role for use exclusively by the CTI server.
You must create a CTI server user profile (such as CTISRV) and assign the CTI server role, PeopleTools CTI Server, to it. Be sure to specify the user profile password and symbolic ID, and set the ID type as None.
This table lists CTI server security objects for use with PSMCAPI:
|
Security Object |
Name |
|
CTI server permission list |
PTPT1700 |
|
CTI server security object (set for full access on PeopleTools, Realtime Event Notification Permissions page for specified permission list) |
MCF CTI Server |
|
CTI server role |
PeopleTools CTI Server |
CTI agents only require that the MCF Agent security object be enabled on the REN Permissions page of their associated permission list. The MCF Agent security object includes security for both CTI and other MCF channels.
To enable CTI configuration pages, authorize the CTI Type, CTI Applet, and CTI Non-Applet panel items on the PT_CTI page permissions for the appropriate permission list.
Also enable WEBLIB_MCF weblib permissions for the appropriate permission list.
See Also
Getting Started with Security Administration
JavaScript MultiChannel APIThe JavaScript MultiChannel Application Programming Interface (JSMCAPI) is an interface that can be used by application developers to generate the CTI console or to enable CTI functionality on a PeopleSoft Pure Internet Architecture page. The JSMCAPI builds on the real-time event notification (REN) JavaScript client. JSMCAPI uses standard JavaScript.
See Also
Using and Demonstrating JSMCAPI
Genesys ComponentsIf you are using a Genesys CTI system with the PeopleSoft CTI Java applet console, the assumption is that you already have a functioning Genesys system configured at your site. Genesys Java API is shipped as part of the CTI applet; however, no other Genesys products are shipped with the PeopleSoft system.
To interact with the PeopleSoft CTI system, you need a Genesys T-Server installed and configured before you begin installing your PeopleSoft CTI system. Refer to your Genesys documentation for installation information.
In addition, your PeopleSoft application may require the following CTI components to attach data to incoming calls:
Genesys Strategy Builder or Interaction Router or equivalent.
An IVR supported by Genesys and capable of passing call data to Genesys.
For detailed information regarding specific versions that PeopleSoft supports, refer to the PeopleSoft Platforms database on the Customer Connection web site.
Note. The Genesys Configuration Server is an optional but supported component.
Cisco ComponentsIf you are using a Cisco CTI system with the PeopleSoft CTI Java applet console, the assumption is that you already have a functioning and configured Cisco system at your site. The Cisco Java API is shipped as part of the CTI applet; however, no other Cisco products are shipped with the PeopleSoft system.
You need a Cisco ICM Central Controller Server installed and configured before you begin installing your PeopleSoft CTI system.
In addition, your PeopleSoft application may require an IVR supported by Cisco and capable of passing call data to Cisco. This enables CTI components to attach data to incoming calls.
Note. For detailed information about specific PeopleSoft-supported versions, refer to the PeopleSoft Platforms database on the Customer Connection web site.
Java Runtime EnvironmentJava applets, such as the PeopleSoft CTI Java applet console, run within a Java Virtual Machine (JVM) that uses a sandbox (a controlled environment in which remote programs run) to restrict access to what the applets can do. The Java Runtime Environment is required for those PeopleSoft CTI systems using the Java applet console. The JRE is not required if you are using the JSMCAPI console.
If you are using the Java applet console, you should install and use the Sun Java Plug-in 1.4.2 or later. You can download the plug-in from Sun Microsystems at www.java.com.
The CTI applet has an attached digital signature, which enables the PeopleSoft CTI applet to open a network connection to your CTI system as opposed to being able to only send data back to the web server that downloaded it.
The digital signature protects the applet against tampering, and it requires that the agent grant permission to run the applet. When doing so, agents need to indicate whether such permission should be granted to any PeopleSoft code for all subsequent sessions or just for the current session only. Instruct your end users to select the appropriate option for your site.
See Also
Supported web browsers on the Customer Connection web site.
Browser limitations on the Customer Connection web site.
Configuring PeopleSoft CTI Using CTI Server or an Integrated Third-Party Routing SystemThis section describes how to install and configure the PeopleSoft CTI system using the CTI server or the third-party routing system. This information assumes that you already have a functioning CTI system installed and configured at your site.
To configure PeopleSoft CTI, use the CTI Configuration (PT_CTI_CONFIG) and Miscellaneous (PT_CTI_MISC) components for the queue server and CTI Third-Party (MCF_TP_CTI_CONFIG) component for the third-party routing system
This section discusses how to:
Install PeopleSoft CTI.
Enable PeopleSoft CTI.
Create CTI configurations.
Configure the CTI non-applet console.
Configure the CTI applet console.
Use the Shared Phone Book page.
Use the CTI Genesys page.
Use the CTI Cisco page.
Use the Miscellaneous page.
Use the Reason Code page.
Pages Used to Configure CTI Using CTI Server or an Integrated Third-Party Routing System
|
Page Name |
Object Name |
Navigation |
Usage |
|
CTI Type |
CTICONSOLETYPE |
|
Enter whether you are using the CTI Java applet console or the CTI JavaScript (non-applet) console. |
|
CTI Non-Applet |
CTIREN |
|
Configure CTI for use with the JavaScript console. |
|
CTI Applet |
PT_CTI_CONFIG |
|
Configure CTI for use with the Java applet console. |
|
Shared Phone Book |
PT_CTI_PNCTI |
|
Create a list of frequently dialed phone numbers for use with a specified configuration. |
|
CTI Cisco |
PT_CTI_CSCO |
|
Configure parameters specific to Cisco CTI middleware for use with the Java applet console. |
|
CTI Genesys |
PT_CTI_GENESYS |
|
Configure parameters specific to Genesys CTI middleware for use with the Java applet console. |
|
Miscellaneous |
PT_CTI_MISC |
PeopleTools, MultiChannel Framework, CTI Configuration, Miscellaneous |
Enter default screen pop-up window URL. Note. This page is available for CTI server only. |
|
Reason Code |
CTI_SYSREASON |
PeopleTools, MultiChannel Framework, Third-Party Configuration, CTI Configuration, Reason Code |
Define your own customized codes when using third-party routing system. Note. This page is available for third-party routing system only. |
Installing PeopleSoft CTIWhen you run the PeopleSoft Pure Internet Architecture setup program, the PeopleSoft CTI files are installed automatically to your web server.
Note. You do not need to select any additional options from the install program dialogs. The CTI files are installed by default.
After you have run the PeopleSoft Pure Internet Architecture setup program, enable the PeopleSoft CTI console and configure the system as discussed in the following sections.
See Also
PeopleTools Installation Guide for your platform
CTI vendor product documentation
Enabling PeopleSoft CTIIf a user is set up as a CTI agent or a MultiChannel Framework agent, the Multichannel Console link appears in the universal navigation header (on the upper-right portion of the screen) when they access the PeopleSoft Pure Internet Architecture. The following example shows the Multichannel Console link displaying in the PeopleSoft Pure Internet Architecture:
Users who do not have full access to the MCF Agent object do not see this link.
Note. Blended agents—agents who use both the CTI and MCF consoles—must log on to queues supported by the same REN server cluster.
See Using the CTI Sample Console.
See Also
Understanding Portal Technology
Creating CTI ConfigurationsAccess the CTI Type page.
Select the Is Applet if you are using the CTI Java applet console.
Clear the Is Applet check box if you are using the CTI JavaScript (JSMCAPI) console.
A CTI configuration contains all the information required for a user to be able to connect to one of the following:
Any CTI server that implements PSMCAPI.
Genesys T-Server or Configuration Server.
Cisco ICM Server.
Note. The Configuration ID is created when CTI is configured for the first time.
To create a CTI configuration, use the CTI Type page, the CTI Non-Applet or CTI Applet page, the Shared Phone Book page. If you are using the CTI applet, also configure the CTI Cisco or CTI Genesys page, depending on your CTI middleware.
Configuring the CTI Non-Applet ConsoleAccess the CTI Non-Applet page to configure the CTI non-applet (JSMCAPI) console.
|
Configuration ID |
Displays the name that you gave the configuration when you created it. The name cannot be modified once created. |
|
Configuration Name |
Add a descriptive name to help identify the configuration. |
|
Number of Extensions |
Enter the number of extensions or directory numbers associated with the telephone. For Genesys, 1 or 2 can be used. For Cisco, only a value of 1 can be used. |
|
Number of Lines |
Enter the number of lines associated with each extension. Depending on your configuration, you can enter up to two lines. If Number of Extensions is 1, this value should be 2. If Number of Extensions is 2, this value should be 1. |
|
Lines on Console |
The CTI console supports up to two lines. The only supported configurations are two extensions with one line each, one extension with two lines, or one extension with one line. |
Configuring the CTI Applet ConsoleAccess the CTI Applet page to configure PeopleSoft CTI for use with the CTI applet console.
Using the Shared Phone Book PageAccess the Shared Phone Book page.
On this page, you can manage a list of frequently dialed phone numbers for a specific CTI configuration. These numbers appear when an agent connected to that CTI configuration selects the drop-down list box when dialing a number from the CTI console. This saves the agents from manually entering any dialed numbers present in that CTI configuration when making outbound calls.
Note. Phone lists are updated on the CTI console only after the CTI console launches. To refresh phone lists, refresh the browser and reactivate the console.
|
Phone Number |
Enter a frequently dialed phone number to associate with this configuration. |
|
Type |
Select either:
|
|
Description |
Add a description for the telephone number. |
Using the CTI Genesys PageAccess the CTI Genesys page.
The CTI Genesys page provides additional options for Genesys implementations. This page only appears when Genesys is selected as the CTI Vendor on the General Configuration page and the chosen CTI type is Applet.
|
Genesys Configuration Server |
Select to direct the CTI console to get data required for connecting to the T-Server from a configuration server instead of from the PeopleSoft database. Using a configuration server is transparent to the user or agent. When the agent activates the console, it requests a list of available T-Servers from the Configuration Server, and then the console sequentially attempts to connect to each T-Server in that list until it establishes a connection. If it reaches the end of the list without connecting to a T-Server, an error is returned to the agent. Note. If you select this option, you enable the Application User Information group box on this page. Enter the appropriate application user name and password for the Genesys system. |
|
T-Server address type |
If you are using a configuration server to indicate what T-Server to connect to (instead of connecting directly to a T-Server), indicate whether the configuration server is returning the host name or the IP address of the T-server. Enter the type of address that should be used when sending information to the T-Server. The options are Host Name and IP Address. Your selection should correspond to the host name or IP address that you entered on the CTI Applet page. |
|
CTI Application Name and CTI Application Password |
Enter the Genesys application name and password used to sign on to the Genesys Configuration Server. Using this option, each user connects to the configuration server with the same application name. |
Using the CTI Cisco PageAccess the CTI Cisco page.
The CTI Cisco page provides additional options for Cisco implementations. This page appears only when Cisco is selected as the CTI Vendor on the General Configuration page and the chosen CTI type is Applet.
|
Peripheral ID |
Enter the switch (ACD) that the current configuration uses. The peripheral ID is the alias used to identify a switch within the system. |
|
Secondary Host and Secondary Port |
Enter a second ICM server. In most cases, the secondary server is used for fail over and load balancing. |
|
CTI Server Protocol |
Enables you to set the server protocol for a configuration. Currently, only protocol 6 is supported. |
|
Enter an interval in seconds for the system to send a message to the CTI Server to make sure it is up and running. To disable the feature, enter −1. To enable it, enter a value in seconds. The minimum value is 5 seconds. Refer to the Cisco documentation for any recommendations for this option. |
|
|
Enter a combination of agent state masks that the CTI agent wants to receive. For instance, you may set the AGENT_AVAILABLE_MASK, when you want the application to receive available AGENT_STATE_EVENT messages. PeopleSoft supports the following masks:
Note. This value may be overridden by a Cisco system-level mask. Refer to your Cisco documentation for more information. |
|
|
The PeopleSoft system does not currently use this mask in the CTI application. This option is reserved for future use. Refer to your Cisco documentation for information about this mask. Note. This value may be overridden by a Cisco system-level mask. |
|
|
Call Progress Mask |
Displays any unsolicited call event messages that you want your application to receive. For instance, you can enter the events that a particular application depends on, such as Begin_Call, CALL_DELIVERED_EVENT, and so on. You can opt to skip events that the application does not depend on, and this can reduce network traffic. The PeopleSoft system uses the following masks:
Note. Modify this value with caution. If you mistakenly elect to skip an event on which an application depends, the application
can fail. |
|
Call Variable Mask |
This option is intended for future use. It is not currently implemented for use with PeopleSoft applications. Refer to your Cisco documentation for information on this mask. Note. This value may be overridden by a Cisco system-level mask. |
|
Enables you to adjust CTI service masks. The PeopleSoft system uses the following masks:
If you modify this option, do not enter a value lower than 7. Refer to your Cisco documentation for more information on this option. Note. This value may be overridden by a Cisco system-level mask. |
|
|
Enter the valid ways the application may be configured for a transfer or conference call. Refer to your Cisco documentation for more information on this option. |
|
|
Other Feature Mask |
Enables you to select the other features supported by an application. Refer to your Cisco documentation for more information about this option. |
Two additional parameters are available to configure the Cisco expanded call context variable. Configure these expanded call context variables in the Cisco middleware:
user.PS.referenceID: CTI internal use only.
The console uses this parameter to identify a call.
user.PS.OutboundContext: This variable, a string type, is attached to an outbound call.
This variable can be used to associate an outbound call with the desired context.
Using the Miscellaneous PageAccess the Miscellaneous page.
Note. This page is available using the CTI server only.
Set default screen pop-up URL parameters on the Miscellaneous page.
|
Use Default Screen Popup URL |
Select this option if you want to set a default URL for the pop-up screen. The system uses the default method to determine what URL to use for the page launched for incoming calls. The system uses that default URL to examine the user data attached to that call. However, for customers that do not want to attach this user data to incoming calls, this option enables you to use the same URL for all pop-up screens. After selecting this option, enter the URL in the Default Screen Popup URL edit box. |
|
If the Use Default Screen Popup URL is selected, enter the value for the default URL. Note. To ensure that the user does not have to sign on to the pop-up window, the domain of the default URL must exactly match the domain of the signon URL. If the signon URL has no domain, the machine name of the default URL should be the same as the machine name of the signon URL. If either the domain or the machine name do not match, the system prompts the user for the user ID and password for the first pop-up screen. With Matching Domains: Within the same domain, such as example.com, the machine names can be different. For example: Signon URL: http://ntserver1.example.com/peoplesoft8/signon.html Default URL: http://uxserver2.example.com/servlets/iclientservlet/peoplesoft8/?ICType=PANEL&Menu=UTILITIES&Market=GBL&Component=MESSAGE_CATALOG1&Target=Main1&LANGUAGE_CD=ENG&MESSAGE_SET_NBR=1 Without Matching Domains: Without the matching domains, the machine name should be the same in both URLs. For example: Signon URL: http://ntserver1/peoplesoft8/signon.html Default URL: http://ntserver1/servlets/iclientservlet/peoplesoft8/?ICType=PANEL&Menu=UTILITIES&Market=GBL&Component=MESSAGE_CATALOG1&Target=Main1&LANGUAGE_CD=ENG&MESSAGE_SET_NBR=1 |
See Also
Using the Reason Code PageAccess the Reason Code page.
Note. This page is available only to third-party vendors.
This page is used by the third-party vendors to define their customized codes.
See Also
Configuring CTI Queues and CTI AgentsTo configure CTI queues and agents, use the Queue Configuration (PT_CTI_QUEUE) and CTI Agent Configuration (PT_CTI_AGENT) components.
This section discusses how to:
Configure CTI queues.
Configure CTI agents.
Use the Phone Book page.
Use the Personalization page.
View information on the Agent Info page.
Pages Used to Configure CTI Queues and CTI Agents
|
Page Name |
Object Name |
Navigation |
Usage |
|
Queue Configuration |
PT_CTI_QUEUE |
PeopleTools, MultiChannel Framework, CTI Configuration, Queue |
Configure CTI queues. |
|
CTI Agent Configuration |
PT_CTI_AGENT |
PeopleTools, MultiChannel Framework, CTI Configuration, Agent, CTI Agent Configuration |
Configure CTI agents. |
|
Phone Book |
PT_CTI_PNAGENT |
PeopleTools, MultiChannel Framework, CTI Configuration, Agent, Phone Book |
Use an agent phone book. |
|
Personalization |
PT_CTI_AGENTGUI |
PeopleTools, MultiChannel Framework, CTI Configuration, Agent, Personalization |
Personalize agent console and pop-up windows. |
|
Agent Information |
PT_CTI_AGENTINFO |
PeopleTools, MultiChannel Framework, CTI Configuration, Agent Information |
View information about the current agent. |
Configuring CTI QueuesAccess the Queue Configuration page.
Use this page to add queues for agents.
|
Enter the directory number identifying an ACD group. Calls to a group are distributed to ACD agents belonging to that group, according to ACD algorithms. Note. Queues names can be alphanumeric. |
|
|
Queue Description |
Enter a brief description of the queue. |
Configuring CTI AgentsAccess the CTI Agent Configuration page.
Configuring CTI agents involves the CTI Agent Configuration page, the Phone Book page, and the Personalization page.
|
User ID |
Displays the PeopleSoft User ID of the agent. |
Agent Information
|
Effective Date |
Enter the date on which the current configuration should become active. |
|
Agent ID |
Enter a user ID for the agent within the switch. |
|
Agent Password |
Enter the password the agent uses to sign on to the phone, if any. |
|
Queue |
Enter the name of the queue you want to assign to an agent. Use the Queue Configuration page to associate a queue with a directory number identifying an ACD group. |
|
Configuration ID |
Select the name of the configuration that you want to associate with the agent. The configuration ID is the name of the configuration you created using the CTI Applet or CTI Non-Applet page. |
|
Application User Name/Password |
Enter the CTI user name and password of the agent. |
|
Note. This option only appears for Cisco configurations. This control shows the signature of a particular agent. The signature uniquely identifies an agent if you have implemented call monitoring. Typically, this value appears as an email address, such as [email protected]. |
|
|
For Trace Level, you have the following options:
If you are using the JSMCAPI (non-applet) console, two tracers (a JSMCAPI tracer and a console tracer) appear if trace level 2, Debug, is selected. If you are using the Java applet console, trace information is written to the browser’s Java Console, which must be enabled. In Microsoft Internet Explorer, enable the Java Console by selecting Tools, Internet Options, Advanced, Java, Java Console. View the Java Console by selecting View, Java Console. To clear the console, press C on your keyboard. In Sun Java, enable Java Console by selecting Tools, Sun Java. Note. Setting the trace level to 2 - Debug can degrade performance. Unless you are troubleshooting the system, set the trace level to None.. |
Using the Phone Book PageAccess the Phone Book page.
On this page, you can manage a list of frequently dialed telephone numbers for a specific CTI agent. These numbers appear when that agent selects the drop-down list box for a number to dial in the CTI console. This listing saves the agents from having to manually enter frequently dialed numbers when making outbound calls.
Note. Phone lists are updated on the CTI console only after the CTI console launches. To refresh phone lists, refresh the browser and reactivate the console.
|
Phone Number |
Enter frequently dialed telephone numbers associated with a particular agent. |
|
Type |
Select either:
|
|
Description |
Add a description for the telephone number. |
Personalizing Agent ConsoleAccess the Personalization page.
Use this page to personalize the pop-up windows’ timing, size, and position on the desktop as well as the position of the floating console.
|
Popup Mode |
Enables you to configure when the pop-up window appears. You can have it appear after the call is answered, or you can have it appear when a call comes in. If it appears before the call is answered, the agent can determine if she or he wants to answer the call based on the information that appears in the pop-up window. The default pop-up mode is: 1- Popup after answer. In some cases, for example accepting a transfer, although you set the value as 0- Popup when incoming, you still get the pop-up screen after you answer. This is because no call data was attached by the CTI vendor to the incoming event, and consequently the PeopleSoft CTI console couldn't build the URL for the pop-up screen. For example, assume party A is transferring a call to party B. Party B gets the incoming event, but party B doesn’t get a screen pop-up window. This is because the console did not receive the user data to generate the URL despite the fact that the mode is set to 0. But, after B answers this call, A completes the transfer. Then, B gets the event partychanged, receives the user data, and generates the URL and pop-up window. |
|
Top |
Enter the top position, in pixels. This value is relative to the top of the screen. |
|
Left |
Enter the left position, in pixels. This value is relative to the left side of the screen. |
|
Height |
Enter the height of the window, in pixels. The minimum value is 100. |
|
Width |
Enter the width of the window, in pixels. The minimum value is 100. |
|
Select to automatically log the agent out when the CTI console is closed. Only applies on a Genesys switch system; Cisco always logs out the CTI agent when the CTI console is closed. |
|
Top |
Enter the top position in pixels. This value is relative to the top of the screen. |
|
Left |
Enter the left position in pixels. This value is relative to the left side of the screen. |
Viewing Information on the Agent Information PageAccess the Agent Information page.
The Agent Information page is a read-only page that displays the following information about a CTI agent.
|
User ID |
Displays the agent's PeopleSoft User ID. |
|
Agent ID |
Displays the agent's CTI middleware ID. |
|
Queue |
Displays the queue to which an agent is assigned. |
|
Configuration ID |
Displays the configuration ID associated with the agent. |
Using Other CTI Options
You can configure other optional CTI parameters.
This section discusses how to:
Configure pop-up windows.
Support single signon.
Log CTI events.
Implement “free seating.”
Configuring Pop-Up WindowsPeopleSoft CTI can launch and populate transaction pages in the following ways:
Default URL.
The same URL is used for all calls. The Automatic Number Identification (ANI) is passed in as a parameter to that URL. The ANI identifies the telephone number from which the incoming call originated and it may be useful in determining what application data to retrieve. For example, it may be the home phone number of a customer.
Build the URL from attached Call Data.
PeopleSoft CTI formats a URL for the browser with a specific target PeopleSoft menu, market, and component. However, this method cannot be used if you are accessing multiple databases through the PeopleSoft Portal.
iScripts.
PeopleSoft CTI opens the transaction page using an iScript. This method must be used if you are accessing multiple databases through the PeopleSoft Portal. The iScript communicates with the targeted database to populate the appropriate transaction page with the caller's data.
Note. The call ID is passed in the URL string as a variable named callID.
Note. Browser settings and add-on tools that block pop-up windows can prevent CTI inbound call pop-up windows from appearing. If possible, configure such tools to allow pop-up windows from your site or domain.
Setting Up Genesys for Pop-Up Windows
Unless you choose to use the default URL for your pop-up windows, you must create certain user-defined variables that are attached to each incoming call. These variables are then sent to the PeopleSoft CTI application providing instructions on which PeopleSoft Pure Internet Architecture page displays for the agent. This data is typically created and attached to the call using the Genesys Strategy Builder.
Note. The following variables are case sensitive. Match the case of the variables as shown in this section.
|
ICType |
Represents the type of PeopleSoft service being called, either a panel (page) or a script. If the ICTYPE is set to Panel, then the following three attached data variables must be set:
If the ICTYPE is set to Script, then the following attached data variable must be set: ICScriptProgramName. This represents the location of the iScript, which is executed through the pop-up screen. |
|
Descr (description) |
Optional data for descriptive purposes only. You can add any descriptive information that might be useful to the agent. This information appears in the CTI console. For example, you may want the agent to be aware of the customer's priority status, as in "Gold Customer." |
|
Application Specific Data |
Any other attached data keys that are sent to the CTI console by the Genesys telephony server, such as customer number, are passed to the target application page as parameters. The parameters are separated from the PeopleSoft URL by a question mark (?). Parameters are separated from other parameters by an ampersand (&). If you are using iScripts, you can use the GetParameter methods to read the parameters in your PeopleCode. If you choose to use ICPanels instead, the parameters are used as the key list. Refer to your PeopleSoft application documentation for specific instructions on any other attached data keys that must be passed to the CTI console by Genesys. |
Setting up Cisco for Pop-Up Windows
Unless you choose to use the default URL for your pop-ups windows, you must create certain expanded call context (ECC) variables. Expanded call context (ECC) variables are variables that you define and enable in the Cisco ICM Configuration Manager to store values associated with the call. These variables are sent to the PeopleSoft CTI console when ICM notifies it of an incoming call, and the console uses the variables to determine which PeopleSoft page to launch for the agent.
Every call data key used in your implementation must be registered in the Cisco ICM, before the PeopleSoft system can receive the attached call data from the IVR.
The PeopleSoft system only recognizes data keys with user.PS. in front of all the PeopleSoft key names. For example,
user.PS.Descr
The following table contains the call data variables that must be created and registered in the ICM.
Note. The following variables are case sensitive. Match the case of the variables as shown in this section.
|
ICType |
user.PS.ICType. 6 chars. The valid values are: Panel (page) or Script. It represents the type of PeopleSoft service being called, either a panel (page) or a script. If ICType is set to panel, the following variables apply:
If the ICType is set to Script, then the following variable applies: user.PS.ICScriptProgramName. 70 chars. If the ICTYPE is set to Script, then this variable is required to specify the location of the iScript, which is executed through the pop-up screen. |
|
Descr |
user.PS.Descr. 30 chars. You can add any descriptive information that might be useful to the agent. This information displays in the control bar. For example, you may want the agent to be aware of the customer's priority status, as in "Gold Customer." |
|
Application Specific Data |
Any other variables that the application requires must be prefixed with user.PS. PeopleSoft truncates the user.PS. before passing the parameter to the application. For example, user.PS.App1(3 chars) user.PS.App2(1 chars) |
Note. Typical character sizes for these variables appear in the previous table. The actual size of these variables depends on the components specified by the PeopleSoft application you are using. Refer to your PeopleSoft application documentation for correct size information.
See Also
Internet Script Classes (iScript)
Supporting Single SignonPeopleSoft CTI offers single signon. The console connects to the CTI middleware using the CTI user ID and password retrieved from the PeopleSoft database.
See Also
CTI Event LoggingCTI events can be logged in the CTI Event Log. The logged CTI events can be viewed by navigating to PeopleTools, MultiChannel Framework, Universal Queue, Administration, CTI Event Log.
To implement CTI event logging, navigate to PeopleTools, MultiChannel Framework, Universal Queue, Configuration, Cluster Tuning, and set the key log_cti to yes. Use the Notify Cluster page to notify the affected queue to refresh logging parameters.
The CTI event log logs all events and requests related to a session, user, or call connection. It also logs all events related to call and group information.
Note. Applet-based CTI events are not logged.
See Also
Implementing Free SeatingWhen users sign on, they do not need to reenter telephone extensions and other user information if they have used the workstation before and the relevant information for the telephone associated with that workstation has not changed.
The PeopleSoft system enables free seating by maintaining a cookie on the workstation.
Using the CTI Sample PagesTo demonstrate an outbound call, use the Sample Pages component (PT_CTI_DEMOOUTB). The CTI sample pages are intended for demonstration purposes only and should not be used in production.
Page Used to Demonstrate Outbound Calls
|
Page Name |
Object Name |
Navigation |
Usage |
|
Outbound Call |
PT_CTI_DEMOOUTBOUN |
PeopleTools, MultiChannel Framework, CTI Configuration, Sample Pages, Outbound Call |
Demonstrate making an outbound call. |
Using the Outbound Call PageAccess the Outbound Call page.
The Outbound Call page is an example of how you can customize an application page to enable a user to direct the CTI console to dial a telephone number displayed on that page. The outbound calling demonstration works only when the CTI console is enabled and the user has registered with the CTI vendor.
|
URL |
Enter the URL of a page to display when dialing out. |
|
Context ID |
Enter a string to attach to the call as outbound context. |
|
Phone Number |
Enter the telephone number you want to dial. This field accepts numeric digits only. Do not enter special characters, such as - (hyphen), . (period), or other separators. |
|
Dial |
Click to dial the telephone number you entered. |
Note. The CTI Outbound Call sample page may fail when used with the CTI applet console and a Netscape browser if you have specified an authentication token domain for PeopleSoft Pure Internet Architecture.
See Also