Overview: Twilio CTI Accelerator
The Twilio CTI Accelerator demonstrates the integration of the Agent Browser UI in Oracle Service Cloud with Twilio, a third-party telephony and messaging service provider.
Download the source code
You download the source code for building the extensions and configuring Oracle Service Cloud from GitHub.
Upload the Customer Portal files
The Customer Portal files contain business logic necessary to implement the Twilio CTI Accelerator.
Find the authentication parameters
You log in to the Twilio Console to find the authentication parameters and configure Twilio.
Configure the voice application
You create a new application on the Programmable Voice Dashboard.
Configure the phone number
You configure the phone number that will be used for incoming and outgoing calls and SMS (text) messages.
Create the workspace
The workspace is a container for tasks, workers, task queues, workflows, and activities.
Create the task queue
You use task queues to categorize tasks and describe which workers handle those tasks.
Create the workflow
Workflows control how tasks are prioritized and routed.
Create the activities
Activities correspond to agent statuses in Oracle Service Cloud.
Build the Agent Browser UI extensions
You can use the open-source Gradle build tool to build the Agent Browser UI extensions for the Twilio CTI Accelerator. The source code uses TypeScript, which is a superset of JavaScript with strongly typed objects.
Import the Agent Browser UI extensions
You use the Add-In Manager to import extensions.
Create a folder for the message bases
You must create a folder to contain the message bases that you will import.
Import the message bases
You use the Data Import Wizard to import the message bases.
Import the custom objects
You must import custom objects into your Oracle Service Cloud site to use the Twilio CTI Accelerator.
Set the system attribute
You use the Object Designer to set the bui_cti_access system attribute on the Account object.
Deploy the custom objects
To use the Twilio CTI Accelerator custom objects, you must deploy them to apply the changes to the database.
Create the event handler
The event handler receives messages.
Associate the event handler with the custom process model
You must associate the event handler with a custom process model, then deploy the process model, to receive messages from Twilio.
Import the reports
You must import the Twilio CTI Accelerator reports into your Oracle Service Cloud site to display social media data.
Import the workspaces
You import workspaces into Oracle Service Cloud to display CTI message data.
Create the configuration setting
You create a custom configuration setting in Oracle Service Cloud for communicating with Twilio.
Conclusions
After completing the configuration of Oracle Service Cloud, you must log in to the Agent Browser UI to see the Twilio CTI Accelerator in operation.
