Contents

• Title and Copyright Information
• Preface

1 What’s New in This Release

• What's New In Oracle CRM On Demand CTI Developer's Guide, Release 45

2 Overview of CTI and CRM On Demand Integration

• Overview of CTI and CRM On Demand Integration
• About the CTI Integration
• CTI Agent Workflow
• Message Flow between the CTI Client Application and Oracle CRM On Demand
• Record Association Logic

3 CTI Integration APIs

• CTI Integration APIs
• Infrastructure Supporting CTI Integration
• CTI Activity Web Service
  • CTIActivityInsert Interaction Input Parameters
  • CTIActivityInsert Interaction Output Parameters
  • CTIActivityInsert SOAP Request
  • CTIActivityInsert SOAP Response
  • CTIActivityWrapUp Input Parameters
  • CTIActivityWrapUp Output Parameters
  • CTIActivityWrapUp SOAP Request
  • CTIActivityWrapUp SOAP Response
  • Exception Messages
• CTICommand Servlet API
• ScreenPop Command
  • Message Protocol
  • Example of Contact ScreenPop Command
  • Example of Activity ScreenPop Command
• WrapUp Command
  • Message Protocol
  • Example of Call WrapUp Command

4 Tracking UI Events in the CTI Application

• Tracking UI Events in the CTI Application
• HTML Custom Attributes
• UI Controls
  • Click-to-Dial Links
  • Listen to Vmail Button
  • Listen to Vmail on Phone Button
  • Reassign Button (Voicemail)
  • Open Email Button
  • Reassign Button (Email)
  • View Chat Button
  • View Interaction History Button
  • Save Button on Wrap Up Form

5 Configuring Oracle CRM On Demand for CTI Integration

• Configuring Oracle CRM On Demand for CTI Integration
• CTI Company Profile Settings
• CTI Role Privileges
• Required Settings to Make CTI Functionality Available

6 CTI Activity Web Services Description Language File

• CTI Activity Web Services Description Language File