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.

The following figures show how the accelerator functions. In the first figure, the agent is available and can choose to accept or reject the call. If rejected, the call goes to voicemail and is transcribed.

This figure shows the incoming call window that displays when the agent is available.

In the following figure, the agent is unavailable. If the caller’s phone number is associated with a contact, then that information appears automatically.

This figure shows the incoming call window that displays when the agent is busy. Here the caller’s phone number is associated with a contact, whose information appears automatically.

In the following figure, an incident is created from the call and associated with the contact.

This figure shows the incident created from the call.

In the following figure, the incident created from the call is resolved and an SMS message to the contact is drafted.

This figure shows the draft SMS message in the call window.

In the final figure, the SMS message has been sent, and then added to the incident thread.

This figure shows the incident thread created from the SMS message, with the timestamp, contact details, and message content.