This section discussesPeopleSoft MultiChannel Framework elements and channels.
PeopleSoft MultiChannelFramework comprises the following services and elements:
Universal queue server,running on the Universal Queue server process (PSUQSRV).
Real-time event notification(REN) server, running on the REN server process (PSRENSRV).
MultiChannel Framework(MCF) log server, running on the MCFLOG server process (PSMCFLOG).
MultiChannel console, theHTML interface through which users manage the channel interactionsassigned to them.
Chat windows, the HTMLinterfaces used for customer-to-agent and collaborative chat sessions.
Agents, identified by theirexpertise and responsibilities.
PeopleCode built-in functionsand an email application package.
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PeopleSoft MultiChannelApplication Programming Interface (PSMCAPI) to enable server-sidecomputer-telephony integration (CTI) integration.
JavaScript MultiChannelApplication Programming Interface (JSMCAPI) to enable a customizableCTI console and monitoring functions.
Each of these servicesand elements requires configuration.
In addition, each communicationchannel handled by PeopleSoft MultiChannel Framework requires supportingelements:
CTI middleware to notifythe system of telephone calls.
An email server to storeand serve email.
Application pages to requestcustomer-to-agent chat sessions and to provide context data and resolutionlogic for all interactions.
Application pages or batchprocesses to enqueue generic events.
This section discussessupport for communications channels offered by PeopleSoft MCF.
Voice
The agent console offersa softphone and full CTI support with Oracle-validated third-partyCTI systems. Relevant application pages appear based on data attachedto the call by the Interactive Voice Response (IVR) and CTI middleware.
Web Collaboration
PeopleSoft applicationpages can include Live Help buttons that initiate customer-to-agentchat sessions. The customer and agent chat windows are browser-basedand do not require a client installation or applet download. The universalqueue routes chat requests to the first available agent with the skillsrequired to handle that request. The agent chat window displays relevantcustomer information and enables the agent to push web content tothe customer. The agent can manage multiple chat sessions from theagent console.
Agents can also includepeers and supervisors in chat conferences and transfer chat sessionsto other agents or queues. Agents can also initiate collaborativechats with other agents on their buddy lists.
PeopleSoft MCF enablesapplications to fetch Multipart Internet Mail Extensions emails fromPost Office Protocol 3 (POP3) and Internet Message Access Protocol4 (IMAP4) mail servers, store their parts in a database, and routethe email to call center agents by either adding the email to worklistsor enqueueing them on the universal queue. Email attachments can bestored in a database or stored in an attachment repository. Emailattachments that are stored in the database or in the attachment repositoryare accessible by URLs from a browser. The repository and the databasecheck user-based and role-based security before retrieving an attachment.The email framework is built on PeopleSoft Integration Broker technology.
PeopleSoft MCF doesnot provide a mechanism to move existing email attachments that arestored in the attachment repository to the database.
When you choose to storeemail attachments in the database, and if an attachment cannot bestored in the database due to the unavailability of a connection,an error is displayed. In such cases, you must attempt to save theattachment again.
Note: If you choose to storeemail attachments in the database, ensure that you configure the defaultlocal node in Integration Broker.
PeopleSoft MCF supportsemails conforming to the Simple Mail Transfer Protocol (SMTP) specificationsincluding both inbound and outbound HTML email.
Generic Channel
Channels that are notprovided by PeopleSoft MCF can be integrated by means of the genericchannel to enqueue tasks onto the universal queue.
The universal queueaccepts, evaluates, and distributes incoming task requests from multiplecommunication channels: email, web chat, and generic notifications.
The universal queuehandles email, chat, and generic tasks. It distributes workload acrossthe call center, or any other pool of qualified users, based on thepriority of the task and the availability of agents possessing therequired skill level and language skills. Availability is based onagent presence and the cost of the new task (a measure of the task'simpact on agent capacity) against the current workload of each agent.
Agents can forward tasksto other agents or to another queue. The task is removed from thetransferring agent's workload and added to the accepting agent's workload.
Email and generic tasksthat are not closed before the agent signs out persist in the database.Persisted tasks are reassigned to the same agent that accepted thetasks when the agent signs in again. A task that is not accepted,within configurable time limits, by the agent to whom it was assignedis reassigned to another qualified agent, if one is available. Tasksthat are not resolved within configurable time limits are automaticallyescalated. Tasks that cannot be assigned to or are not accepted byany agent within configurable time limits are moved to an overflowtable.
Voice tasks (CTI) arenot queued or routed by the universal queue. They take precedenceover all other tasks. However, the queue server adds the cost of voicetasks to the agent workload calculations it uses to queue and assignincoming tasks.
The agent console is the web-browser-based desktop from which the user manages all tasks, irrespective of channel. The console combines CTI, chat, email, and generic notice response tools into one window. Agents use the console to sign in, to select their current queue, to accept tasks, and to initiate and accept collaborative chat requests with buddy users. After the agent accepts a task, additional browser-based windows appear to enable the agent's response. These windows are task-dependent and include elements developed specifically for supporting applications, such as email response management systems.
Note: The Multichannel Consolelink is available on the Action Menu, which displays when you clickthe Action button on PeopleSoft Pure Internet Architecture (PIA).The visibility of the link is controlled by the PTPT4700 permissionlist and the PeopleTools MCF Console role. Only users assigned withthis permission list and role can view the Multichannel Console linkon PIA. The exception to this rule are the PeopleTools Administratorand Portal Administrator users. See, Enabling PeopleSoft CTI.
To access the link anduse its features, you must have the security permissions as requiredfor the respective functions.
A custom CTI consolecan be created by means of the JSMCAPI.
