peopletools 8.42 integration tools peoplesoft multichannel ... · integration tools peoplesoft...

PeopleTools 8.42Integration ToolsPeopleSoft Multichannel Framework

November 2002

PeopleTools 8.42Integration ToolsPeopleSoft Multichannel FrameworkSKU TOOLS842MCF-B 1102

PeopleBooks Contributors: Teams from PeopleSoft Product Documentation and Development.Copyright 1988-2002 P eo ple S oft, In c. All r ig h t s r e ser ve d.

Printed in the United States.

All material contained in this documentation is proprietary and confidential to PeopleSoft, Inc. ("PeopleSoft"),protected by copyright laws and subject to the nondisclosure provisions of the applicable PeopleSoftagreement. No part of this documentation may be reproduced, stored in a retrieval system, or transmittedin any form or by any means, including, but not limited to, electronic, graphic, mechanical, photocopying,recording, or otherwise without the prior written permission of PeopleSoft.

This documentation is subject to change without notice, and PeopleSoft does not warrant that the material containedin this documentation is free of errors. Any errors found in this document should be reported to PeopleSoft in writing.

The copyrighted software that accompanies this document is licensed for use only in strict accordancewith the applicable license agreement which should be read carefully as it governs the terms of useof the software and this document, including the disclosure thereof.

PeopleSoft, PeopleTools, PS/nVision, PeopleCode, PeopleBooks, PeopleTalk, and Vantive are registeredtrademarks, and Pure Internet Architecture, Intelligent Context Manager, and The Real-Time Enterprise aretrademarks of PeopleSoft, Inc. All other company and product names may be trademarks of their respectiveowners. The information contained herein is subject to change without notice.

Open Source Disclosure

This product includes software developed by the Apache Software Foundation (http://www.apache.org/). Copyright(c) 1999-2000 The Apache Software Foundation. All rights reserved. THIS SOFTWARE IS PROVIDED“AS IS’’ AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITEDTO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULARPURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE APACHE SOFTWARE FOUNDATION OR ITSCONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, ORCONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTEGOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVERCAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY,OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USEOF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

PeopleSoft takes no responsibility for its use or distribution of any open source or shareware software ordocumentation and disclaims any and all liability or damages resulting from use of said software or documentation.

Contents

General PrefaceAbout This PeopleBook ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ixPeopleSoft Application Prerequisites.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ixPeopleSoft Application Fundamentals.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ixRelated Documentation.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .x

Obtaining Documentation Updates.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .xOrdering Printed Documentation.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .x

Typographical Conventions and Visual Cues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiTypographical Conventions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .xiVisual Cues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .xii

Comments and Suggestions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiiiCommon Elements in These PeopleBooks .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiii

PrefacePeopleSoft MultiChannel Framework Preface... .. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xvPeopleSoft MultiChannel Framework.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xv

Chapter 1Understanding PeopleSoft MultiChannel Framework... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1Overview of PeopleSoft MultiChannel Framework.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1MultiChannel Framework Elements.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Understanding PeopleSoft MultiChannel Framework Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .2Understanding the Universal Queue... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .3Understanding the MultiChannel Console.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .3

PeopleSoft MultiChannel Framework Architecture.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3PeopleSoft MultiChannel Framework Server Architecture.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .3Chat Architecture.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .4Email Architecture.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .5

Chapter 2Configuring PeopleSoft CTI... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Working with PeopleSoft CTI.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

PeopleSoft Proprietary and Confidential iii

Contents

The Components.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .9Required Components.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .12Required Genesys Components.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .12Required Cisco Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .12Required Java Runtime Environment.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .13

Installing and Configuring PeopleSoft CTI.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13Installing PeopleSoft CTI.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .13Enabling PeopleSoft CTI.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .14Creating CTI Configurations... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .14Shared Phone Book.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .16CTI Genesys Page.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .17CTI Cisco Page... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .18Configuring CTI Queues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .21Configuring CTI Agents.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .21Phone Book Page.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .23Personalization Page... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .24Viewing Your Information on the Agent Info Page... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .25Miscellaneous Page... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .25Demo: Outbound Call Page... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .26Configuring Popup Windows... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .27Supporting Single Signon.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .29Implementing "Free Seating".. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .29Troubleshooting.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .29

Chapter 3Configuring MCF Clusters... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31PeopleSoft MultiChannel Framework Failover and Scalability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

MCF Clusters.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .33Logical Queues and Physical Queues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .33Queue Server Failover.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .33MCF Log Server Failover.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .34MCF Cluster Configuration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .34Queue Server Scalability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .35PeopleSoft Recommendations... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .35

Configuring MCF Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36Understanding MCF Server Configuration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .36Creating Queue Servers.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .37

Configuring MCF Clusters.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37Pages Used to Configure MCF Clusters.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .37

iv PeopleSoft Proprietary and Confidential

Contents

Working With MCF Clusters.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .37

Chapter 4Configuring REN Servers... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41Understanding REN Servers... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41REN Server Failover, Scalability, and Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

REN Server Failover. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .42REN Server Scalability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .43REN Server Clusters.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .43REN Server Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .43

Configuring REN Servers.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43Creating REN Servers.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .44Configuring REN Servers.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .44Considering REN Server Configuration Options.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .47Clustering REN Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .49

Chapter 5Configuring MCF Queues.... . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51Working With Queues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

Pages Used to Configure Queues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .51Working With Queues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .52Chat Responses.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .53Static Push URLs... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .54Cluster Summary.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .55Tasks .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .55Cluster Tuning.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .59Cluster Notify. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .62

Chapter 6Configuring MCF Agents.... . . . . . . . .. . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . .65Working With MCF Agents.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Pages Used to Define Agents... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .65Creating an Agent.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .66Buddy List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .67Window Configuration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .68Personalize Chat.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .70Static Push URLs... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .71

PeopleSoft Proprietary and Confidential v

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Languages.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .71Customize Presence.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .72

Chapter 7Administering MultiChannel Framework... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75Working With MCF Administration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

Pages Used to Access MCF Administration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .75Agents.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .76Physical Queues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .76Queue Server State.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .79Queue State Summary.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .80Agent State Summary.. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .81Chat Log.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .81Event Log... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .83Application Server Logging... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .87Overflow Administration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .87Escalation Administration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .88

Chapter 8Configuring the Email Channel... . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91Understanding the Email Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91Configuring Integration Broker for the Email Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92

Configuring the Gateway.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .92Configuring GETMAILTARGET Properties.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .93

Working With the Email Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97Pages Used to Access Email Sample Pages.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .97Using the GetMail—Server Page.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .98Using the MailStore—DB Page... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .99

Chapter 9Using PeopleSoft CTI.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101Using PeopleSoft CTI.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101

Understanding How to Use PeopleSoft CTI.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .101Working With the Interface.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .102Getting Started.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .102Using the CTI Console.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .103Understanding Call Actions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .104

vi PeopleSoft Proprietary and Confidential

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Cisco Switch Considerations.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .105Answering a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .105Transferring a Caller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .106Initiating Conference Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .107Working With the Hold Status.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .108Disconnecting a Caller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .108Switching "Agent Ready" Status.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .109Dialing an Outbound Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .109Completing a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .110Using Hotkeys... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .110

Chapter 10Using PeopleSoft MultiChannel Console.... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111Using the PeopleSoft MultiChannel Console.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111

Understanding Multichannel Console.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .111Working With the Multichannel Console.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .111

Working With Chat Windows... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113Using the Agent Chat Window... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .113Using the Customer Chat Window... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .115

Chapter 11Developing for PeopleSoft Multichannel Framework.... . . . . . . . . .. . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . .119Required Portal Parameters.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119Working With the Sample Pages.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119

Accessing Sample Pages.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .119Using the Customer Chat Sample Page... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .120Using the URL Wizard.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .121Using the Generic Event Sample Page... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .123Using the Generic Event Window... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .124Using the Email Sample Page... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .125Using the Email Window... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .126

MCF PeopleCode Built-in Functions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127

Chapter 12Mail Classes.... . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129Understanding the MultiChannel Framework Mail Classes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129Scope of the Mail Classes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129

PeopleSoft Proprietary and Confidential vii

Contents

Data Types of the Mail Classes... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130How to Import the Mail Classes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130How to Create a Mail Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130MCFGetMail Class.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131MCFGetMail Class Import Statements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137MCFGetMail Class Methods.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137

GetEmailCount. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .137ReadAllEmailHeadersWithAttach.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .138ReadEmailWithAttach.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .139ReadEmailsWithAttach.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .140RemoveEmail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .141

MCFMailStore Class.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .142MCFMailStore Import Statements.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .142MCFMailStore Methods.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143

AuthorizeEmailAttach.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .143DeleteEmail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .144RetrieveEmail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .144StoreEmail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .145

Mail Classes Constructors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146MCFGetMail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .146MCFStoreMail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .146

Glossary of PeopleSoft Terms..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .147

Index .... . . . . . . . . . . . . . .. . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . .. . . . . . . . . . . . . .. . . . . . . . . . .159

viii PeopleSoft Proprietary and Confidential

About This PeopleBook

PeopleBooks provide you with the information that you need to implement and use PeopleSoft applications.

This preface discusses:

• PeopleSoft application prerequisites.

• PeopleSoft application fundamentals.

• Related documentation.

• Typographical elements and visual cues.

• Comments and suggestions.

• Common elements in PeopleBooks.

Note. PeopleBooks document only page elements that require additional explanation. If a page element is notdocumented with the process or task in which it is used, then either it requires no additional explanation or itis documented with common elements for the section, chapter, PeopleBook, or product line. Elements thatare common to all PeopleSoft applications are defined in this preface.

PeopleSoft Application PrerequisitesTo benefit fully from the information that is covered in these books, you should have a basicunderstanding of how to use PeopleSoft applications.

See Using PeopleSoft Applications.

You might also want to complete at least one PeopleSoft introductory training course.

You should be familiar with navigating the system and adding, updating, and deleting information byusing PeopleSoft windows, menus, and pages. You should also be comfortable using the World WideWeb and the Microsoft Windows or Windows NT graphical user interface.

These books do not review navigation and other basics. They present the information that you needto use the system and implement your PeopleSoft applications most effectively.

PeopleSoft Application FundamentalsEach application PeopleBook provides implementation and processing information for your PeopleSoftdatabase. However, additional, essential information describing the setup and design of your systemappears in a companion volume of documentation called the application fundamentals PeopleBook.Each PeopleSoft product line has its own version of this documentation.

PeopleSoft Proprietary and Confidential ix

General Preface

The application fundamentals PeopleBook consists of important topics that apply to many or allPeopleSoft applications across a product line. Whether you are implementing a single application,some combination of applications within the product line, or the entire product line, you shouldbe familiar with the contents of this central PeopleBook. It is the starting point for fundamentals,such as setting up control tables and administering security.

Related DocumentationThis section discusses how to:

• Obtain documentation updates.

• Order printed documentation.

Obtaining Documentation UpdatesYou can find updates and additional documentation for this release, as well as previous releases,on the PeopleSoft Customer Connection Website. Through the Documentation section ofPeopleSoft Customer Connection, you can download files to add to your PeopleBook Library.You’ll find a variety of useful and timely materials, including updates to the full PeopleSoftdocumentation that is delivered on your PeopleBooks CD-ROM.

Important! Before you upgrade, you must check PeopleSoft Customer Connection for updates to theupgrade instructions. PeopleSoft continually posts updates as the upgrade process is refined.

See AlsoPeopleSoft Customer Connection Website, http://www.peoplesoft.com/corp/en/login.asp

Ordering Printed DocumentationYou can order printed, bound volumes of the complete PeopleSoft documentation that is deliveredon your PeopleBooks CD-ROM. PeopleSoft makes printed documentation available for eachmajor release shortly after the software is shipped. Customers and partners can order printedPeopleSoft documentation by using any of these methods:

• Web

• Telephone

• Email

WebFrom the Documentation section of the PeopleSoft Customer Connection Website, access the PeopleSoftPress Website under the Ordering PeopleBooks topic. The PeopleSoft Press Website is a joint venturebetween PeopleSoft and Consolidated Publications Incorporated (CPI), the book print vendor. Use acredit card, money order, cashier’s check, or purchase order to place your order.

x PeopleSoft Proprietary and Confidential

General Preface

TelephoneContact CPI at 800 888 3559.

EmailSend email to CPI at [email protected].

See AlsoPeopleSoft Customer Connection Website, http://www.peoplesoft.com/corp/en/login.asp

Typographical Conventions and Visual CuesThis section discusses:

• Typographical conventions.

• Visual cues.

Typographical ConventionsThe following table contains the typographical conventions that are used in PeopleBooks:

Typographical Convention or Visual Cue Description

Bold Indicates PeopleCode function names, method names,language constructs, and PeopleCode reserved words thatmust be included literally in the function call.

Italics Indicates field values, emphasis, and PeopleSoft or otherbook-length publication titles. In PeopleCode syntax,italic items are placeholders for arguments that yourprogram must supply.

We also use italics when we refer to words as words orletters as letters, as in the following: Enter the number 0,not the letterO.

KEY+KEY Indicates a key combination action. For example, a plussign (+) between keys means that you must hold downthe first key while you press the second key. For ALT+W,hold down the ALT key while you press W.

Monospace font Indicates a PeopleCode program or other code example.

(quotation marks) Indicate chapter titles in cross-references and words thatare used differently from their intended meanings.

PeopleSoft Proprietary and Confidential xi

General Preface

Typographical Convention or Visual Cue Description

. . . (ellipses) Indicate that the preceding item or series can be repeatedany number of times in PeopleCode syntax.

{ } (curly braces) Indicate a choice between two options in PeopleCodesyntax. Options are separated by a pipe ( | ).

[ ] (square brackets) Indicate optional items in PeopleCode syntax.

& (ampersand) When placed before a parameter in PeopleCode syntax,an ampersand indicates that the parameter is an alreadyinstantiated object.

Ampersands also precede all PeopleCode variables.

(ISO) Information that applies to a specific country, to the U.S.federal government, or to the education and governmentmarket, is preceded by a three-letter code in parentheses.

The code for the U.S. federal government is USF;the code for education and government is E&G, andthe country codes from the International StandardsOrganization are used for specific countries. Here is anexample:

(GER) If you’re administering German employees,German law requires you to indicate special nationalityand citizenship information for German workers usingnationality codes established by the German DEUEVDirective.

Cross-references PeopleBooks provide cross-references either belowthe heading See Also or on a separate line precededby the word See. Cross-references lead to otherdocumentation that is pertinent to the immediatelypreceding documentation.

Visual CuesPeopleBooks contain the following visual cues.

NotesNotes indicate information that you should pay particular attention to as you work with the PeopleSoft system.

Note. Example of a note.

A note that is preceded by Important! is crucial and includes information that concernswhat you must do for the system to function properly.

xii PeopleSoft Proprietary and Confidential

General Preface

Important! Example of an important note.

WarningsWarnings indicate crucial configuration considerations. Pay close attention to warning messages.

Warning! Example of a warning.

Comments and SuggestionsYour comments are important to us. We encourage you to tell us what you like, or whatyou would like to see changed about PeopleBooks and other PeopleSoft reference andtraining materials. Please send your suggestions to:

PeopleSoft Product Documentation Manager PeopleSoft, Inc. 4460 Hacienda Drive Pleasanton, CA 94588

Or send email comments to [email protected].

While we cannot guarantee to answer every email message, we will pay careful attentionto your comments and suggestions.

Common Elements in These PeopleBooksAs of Date The last date for which a report or process includes data.

Business Unit An ID that represents a high-level organization of business information.You can use a business unit to define regional or departmentalunits within a larger organization.

Description Enter up to 30 characters of text.

Effective Date The date on which a table row becomes effective; the date that an actionbegins. For example, to close out a ledger on June 30, the effective datefor the ledger closing would be July 1. This date also determines whenyou can view and change the information. Pages or panels and batchprocesses that use the information use the current row.

Once, Always, and Don’tRun

Select Once to run the request the next time the batch process runs. After thebatch process runs, the process frequency is automatically set to Don’t Run.

Select Always to run the request every time the batch process runs.

Select Don’t Run to ignore the request when the batch process runs.

PeopleSoft Proprietary and Confidential xiii

General Preface

Report Manager Click to access the Report List page, where you can view report content,check the status of a report, and see content detail messages (which showyou a description of the report and the distribution list).

Process Monitor Click to access the Process List page, where you can view thestatus of submitted process requests.

Run Click to access the Process Scheduler request page, where you can specify thelocation where a process or job runs and the process output format.

Request ID An ID that represents a set of selection criteria for a report or process.

User ID An ID that represents the person who generates a transaction.

SetID An ID that represents a set of control table information, or TableSets.TableSets enable you to share control table information and processing optionsamong business units. The goal is to minimize redundant data and systemmaintenance tasks. When you assign a setID to a record group in a businessunit, you indicate that all of the tables in the record group are shared betweenthat business unit and any other business unit that also assigns that setID tothat record group. For example, you can define a group of common job codesthat are shared between several business units. Each business unit that sharesthe job codes is assigned the same setID for that record group.

Short Description Enter up to 15 characters of text.

See AlsoUsing PeopleSoft Applications

PeopleSoft Process Scheduler

xiv PeopleSoft Proprietary and Confidential

PeopleSoft MultiChannel Framework Preface

This preface introduces the PeopleSoft MultiChannel Framework.

PeopleSoft MultiChannel FrameworkPeopleSoft MultiChannel Framework delivers an integrated infrastructure to support multipleinteraction channels for call center agents or other PeopleSoft users who must respond toincoming requests and notifications on these channels.

PeopleSoft MultiChannel Framework supports voice, email, chat, and generic event channels.

PeopleSoft Proprietary and Confidential xv

Preface

xvi PeopleSoft Proprietary and Confidential

CHAPTER 1

Understanding PeopleSoft MultiChannelFramework

This chapter provides an overview of PeopleSoft MultiChannel Framework and its elements.

Overview of PeopleSoft MultiChannel FrameworkPeopleSoft MultiChannel Framework delivers an integrated infrastructure to support multipleinteraction channels for call center agents or other PeopleSoft users who must respond toincoming requests and notifications on these channels.

PeopleSoft MultiChannel Framework can be used from any PeopleSoft application.

In this context, the word channel refers to the specific technology used to communicate during aninteraction. PeopleSoft MultiChannel Framework supports the following channels:

• Voice (telephone).

• Web collaboration (chat).

• Email.

• Generic tasks.

The PeopleSoft MultiChannel Framework includes an HTML agent console, universal queueing, real-timetask routing, customer to agent and collaborative chat, and centralized event logging.

MultiChannel Framework ElementsPeopleSoft Multichannel Framework comprises the following services and elements:

• Universal Queue, running on the Universal Queue server process (PSUQSRV).

• Real-time Event Notification (REN), running on the REN Server process (PSRENSRV).

• MCF Log, running on the MCFLOG server process (PSMCFLOG).

• MultiChannel Console, the HTML interface through which users manage the channelinteractions assigned to them.

• Chat windows, the HTML interfaces used for customer to agent and collaborative chat sessions.

• Agents, identified by their expertise and responsibilities.

PeopleSoft Proprietary and Confidential 1

Understanding PeopleSoft MultiChannel Framework Chapter 1

• PeopleCode built-in functions and an email application package.

• GETMAILTARGET connector running under the Integration Broker.

Each of these services and elements requires configuration.

In addition, each communication channel handled by PeopleSoft MultiChannelFramework requires supporting elements:

• Computer telephony integration (CTI) middleware to notify the system of telephone calls.

• An email server to store and serve email.

• Application pages to request customer to agent chat sessions and to provide contextdata and resolution logic for all interactions.

• Application pages or batch processes to enqueue generic events.

Understanding PeopleSoft MultiChannel Framework ChannelsThis section describes the support for communications channels offered byPeopleSoft MultiChannel Framework.

VoiceThe agent console offers a softphone and full CTI support with Genesys and Cisco CTI middleware. Relevantapplication pages pop up based on data attached to the call by the IVR and CTI middleware.

Web CollaborationPeopleSoft application pages can include "Live Help" buttons that initiate customer to agent chat sessions. Thecustomer and agent chat windows are browser-based and do not require a client install or applet download.The universal queue routes chat requests to the first available agent with the skills required to handle thatrequest. The agent chat window displays relevant customer information and enables the agent to push Webcontent to the customer. The agent can manage multiple chat sessions from the agent console.

Agents can also conference peers and supervisors into a chat, and transfer chat sessions to other agentsor queues. Agents can also initiate collaborative chats with other agents on their buddy lists.

EmailPeopleSoft MultiChannel Framework enables applications to fetch Multipart Internet Mail Extensions(MIME) emails from Post Office Protocol 3 (POP3) and Internet Message Access Protocol 4 (IMAP4)mail servers, store their parts in a database, and route the email to call center agents by either adding theemail to worklists or enqueueing them on the universal queue. Large emails and binary attachments arenot inserted into the database, but are instead stored in an attachment repository , accessible by URLsfrom a browser. The repository checks user and role based security before retrieving an attachment.The email framework is built on PeopleSoft Integration Broker technology.

Generic ChannelChannels that are not provided by PeopleSoft MultiChannel Framework out of the box can be integratedby using the generic category to enqueue tasks onto the universal queue.

2 PeopleSoft Proprietary and Confidential

Chapter 1 Understanding PeopleSoft MultiChannel Framework

Understanding the Universal QueueThe universal queue (UQ) accepts, evaluates, and distributes incoming task requests from multiplecommunication channels: email, Web chat, and generic notifications.

The universal queue handles email, chat and generic tasks. It distributes workload across the call center, orany other pool of qualified users, based on the priority of the task and the availability of agents possessingthe required skill level and language skills. Availability is based on agent presence and the cost of the newtask (a measure of the task’s impact on agent capacity) against the current workload of each agent.

Agents can forward tasks to other agents or to another queue. In this case, the task is removed fromthe transferring agent’s workload and added to the accepting agent’s workload.

Email and generic tasks that are not closed before the agent logs out persist in the database. Persistedtasks are reassigned to the same agent that accepted the tasks when the agent logs in again. A task thatis not accepted, within configurable time limits, by the agent to whom it was assigned is reassignedto another qualified agent, if one is available. Tasks that are not resolved within configurable timelimits are automatically escalated. Tasks that cannot be assigned to or are not accepted by anyagent within configurable time limits are moved to an overflow table.

Voice tasks (CTI) are not queued or routed by the universal queue. They take precedence overall other tasks. However, the queue server adds thee cost of voice tasks to the agent workloadcalculations it uses to queue and assign incoming tasks.

Understanding the MultiChannel ConsoleThe agent console is the Web-browser based desktop from which the user manages all tasks, irrespective ofchannel. The console combines CTI, and chat, email, and generic notice response tools into one configurablewindow. Agents use the console to login, to select their current queue, to accept tasks, and to initiate andaccept collaborative chat requests with “buddy” users. After accepting a task, additional browser-basedwindows appear to enable the agent’s response. These windows are task-dependent, and include elementsdeveloped specifically for supporting applications, such as email response management systems.

PeopleSoft MultiChannel Framework ArchitectureThis section describes the basic architecture of PeopleSoft MultiChannel Framework and its server processes.

PeopleSoft MultiChannel Framework Server ArchitectureEssential to the PeopleSoft MultiChannel Framework architecture is the Realtime Event NotificationServer (REN server, the PSRENSRV process). MCF events are published to REN servers, whichthen deliver them to subscribers on those topics. The REN server is a modified Web server usingHTTP 1.0 or1.1 communications protocol. Communication with server processes and MCF browserwindows is bi-directional, as they maintain persistent connections to the REN server. Events canbe sent proactively to browser windows without polling or page refreshes.



Applications send interaction and action requests (tasks) received from the supported communication channelsonto logical queues. The REN server notifies the Universal Queue Server (queue server, the PSUQSRVprocess) responsible for that queue that a new task has arrived. Tasks are queued in order of priority untilthey can be assigned to an available agent qualified to respond to the task , at which time the queue serversends an assignment notification to the user’s MultiChannel Console through the REN server.

The Queue Server routes work requests (tasks) to users based upon a set of configurable policyproperties that define which agents can handle what types of tasks, and when. The queue server managesstate information about the current status of active agents and active tasks.

The MCF Log Server logs MCF events and chat content to the database. Configurelogging levels on the MCF administration pages.

Chat ArchitectureThis section illustrates the architecture of a chat session.

RENServer(PSRENSRV)routes Chat

activity

Queue Server(PSUQSRV)

manages Q load,distributes to agents

Application Server

Log Server(MCFLOG)

Logs chats, events

Self-Service Page(in browser window)

Help

Sub Pub

4, 8 5

MCF Console

CTI Console

6Agent notified

of Chat request

AgentChat

Window

Content Pagevia URL

supplied by appdev

CustomerChat Window

2

Application URLWizard

(app dev)

Tools Pagelet:Push to Customer

Browser windowpops on

URL push/grabfrom Agent

12d

Grab Push

10a

11

3

7

12b

12c10b

12a1

9

CustomerSide

ApplicationServer Domain

Agent Side

MCF Chat Architecture & Flow

Chat Architecture and Flow

1. When a customer clicks the Help button on an application page, InitChat() passes thefollowing parameters to the application server:

• Queue #

• Priority override

• Context page URL



• Query

See PeopleCode Reference, “PeopleCode Built-in Functions”.

2. The the application server posts to the REN server to notify the queue server that a customerchat is waiting. The application server then returns the name and port of the REN serverand the iScript to build the customer chat window.

3. The customer chat window pops up and communicates with the REN server tosubscribe to all events on that chat topic.

4. The REN server notifies the queue server that there’s a customer chat waiting.

The queue server determines the appropriate agent according to workload, cost,agent availability, skill level, and language.

5. The queue server tells the REN server to notify the agent that the agent has been assigned a chat.

6. The REN server notifies the agent from the MultiChannel Console that the agent has been assigned a chat.

7. The agent, from the MultiChannel Console, notifies the REN server to notify the queueserver that the agent has accepted the work.

8. The REN server notifies the queue that the agent has accepted the work.

9. The MultiChannel Console pops up an agent chat window.

The agent responds to inquiry.

10. Agent to customer two-way communication is mediated by the REN server.

11. If the agent chooses to grab a URL, the Grab button invokes the application URL wizard.

12. If the agent chooses to push a URL, the Push button invokes a pagelet (a) to push a selected URLthrough the REN server (b) and customer chat window (c) to a new browser popup.

The entire chat session can be logged through the MCF log server (dotted line).

Email ArchitectureThis section illustrates the architecture of email processing.



RENServer:notifies console of

Email event

PSUQSRV:Queue Server

manages Q load,distributes to agents

Application Server

Log Server:MCFLOG

Logs chats, events

Sub Pub

8 5

MCF Console

CTI Console

Content Page determined by application developer

Done Forward

Process Scheduler

AE Program--Application Logic:RetrieveEmail()

SaveEmail()EnQueue()NotifyQ()

EmailApplication Package

I/B EmailConnector

IntegrationBroker

1Save & Enqueue

Email

2NotifyQ

4

9

10

6

3

7accept

Process SchedulerDomain

Application ServerDomain

AgentSide

CustomerEmail Side

MCF ERMS Architecture & Flow

EmailDatabase

stores/retrievesclassified emailEmail Server:

POP3 or IMAP4

Email Architecture and Flow

1. An application engine program uses the MCF email application package classes and PeopleCodebuilt-in functions to save and enqueue email in a database.

2. The application engine program notifies the REN server that email has been enqueued.

3. The REN server notifies the queue server of the waiting email.

4. The queue server retrieves email information required to determine appropriate routing from the database.

The queue server determines the appropriate agent to handle each email according toworkload, cost, agent availability, skill level, and language.

5. The queue server tells the REN server to notify the agent that the agent has been assigned an email.

6. The REN server notifies the agent from the MultiChannel Console that the agent has been assigned an email.

7. The agent, from the MultiChannel Console, notifies the REN server to notify the queueserver that the agent has accepted the task.

8. The REN server notifies the queue that the agent has accepted the task.

9. The MultiChannel Console pops up an agent email window, as determined by the application developer.

The agent responds to email.

10. The agent’s resolution of the task is communicated back to the REN server byeither the Done or Forward button.



Email events can be logged to a database by the MCF log server.


CHAPTER 2

Configuring PeopleSoft CTI

This chapter provides an overview of the PeopleSoft Computer Telephony Integration(CTI) console and discusses how to:

• Work with PeopleSoft CTI.

• Install and configure PeopleSoft CTI.

• Use PeopleSoft CTI.

Working with PeopleSoft CTIPeopleSoft Computer Telephony Integration enables you to integrate your PeopleSoft applicationswith your call center. PeopleSoft CTI offers the following benefits:

• Seamlessly integrates your PeopleSoft application with the Genesys CTI Framework or CiscoIntelligent Contact Management (ICM) software to improve agent productivity. “Agents” refersto 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 PeopleSofttransaction pages with the relevant customer data associated with an incoming call.

PeopleSoft CTI is an optional component that you can integrate with the PeopleSoft Multi-Channel Framework.That is, you have the option to incorporate a CTI channel within the Multi-Channel Framework. PeopleSoftCTI requires third party middleware in the form of the Genesys CTI Framework or a Cisco ICM system. Noneof the other channles in the Multi-Channel Framework require any additional third party middleware.

In PeopleSoft CTI, the CTI middleware performs the call routing. The Universal Queue is not involved inrouting calls. For an incoming call, the CTI middleware notifies the MCF console, which then notifiesthe queue server so that the agent’s workload can be updated with the cost of a call.

The ComponentsThe PeopleSoft CTI console works together with the IVR (Interactive Voice Response) system, the GenesysCTI Framework or a Cisco ICM system, an Automatic Call Distributor (ACD), and your PeopleSoft application.


Configuring PeopleSoft CTI Chapter 2

When a customer calls, the caller enters their information (for example, an account number) using the IVRsystem. Using this information, the Genesys or Cisco CTI middleware routes the call to an appropriateACD queue. The ACD sends the call to the next available agent on that queue and notifies the CTImiddleware 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 Consoleuses the attached data to determine what PeopleSoft transaction page to open (pop up) for the agentand what application data to retrieve from the database. The agent can manage the call using the CTIConsole, which in turn communicates with the PBX using the CTI middleware.

The CTI console uses a Java applet that runs within the Web browser to communicate directly withyour CTI middleware. The CTI console communicates to the Java Applet using JavaScript. Theapplet is delivered in a file called pCti.cab that is approximately 500KB. The applet resides in thebrowser cache to reduce network traffic and improve response time.


Chapter 2 Configuring PeopleSoft CTI

PeopleSoft CTI integration architecture

Note. PeopleSoft supports both Cisco and Genesys CTI solutions. In this document, whenthe phrase “your CTI vendor” or “CTI middleware” appears, assume it refers to either Ciscoor Genesys products, as appropriate to your installation.



See AlsoPeopleCode Reference, “Internet Script Classes (iScript)”

Required ComponentsThis section describes components required for PeopleSoft CTI.

PeopleSoft CTI requires either:

• Genesys CTI, or

• Cisco CTI

and the Java Runtime Environment (JRE).

Required Genesys ComponentsPeopleSoft assumes that you already have a functioning Genesys system configured at your site. PeopleSoftships the Genesys Java API as part of the CTI applet, however, PeopleSoft ships no other Genesys products.

To interact with the PeopleSoft CTI system, you need a Genesys T-Server installed and configured before youbegin installing your PeopleSoft CTI system. Refer to your Genesys documentation for installation information.

In addition, your PeopleSoft application may require the following CTI componentsto 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 thePeopleSoft Platforms database on Customer Connection.

Note. The Genesys Configuration Server is an optional but supported component.

Required Cisco ComponentsPeopleSoft assumes that you already have a functioning and appropriately licensed Ciscosystem configured at your site. PeopleSoft ships the Cisco Java API as part of the CTI applet,however, PeopleSoft ships no other Cisco products.

You need a Cisco ICM Central Controller Server installed and configured before youbegin installing your PeopleSoft CTI system.

In addition, your PeopleSoft application may require an IVR supported by Cisco and capable of passingcall data to Cisco. This enables CTI components to attach data to incoming calls.

Note. For detailed information regarding specific versions that PeopleSoft supports, refer tothe PeopleSoft Platforms database on Customer Connection.



Required Java Runtime EnvironmentJava applets run within a Java Virtual Machine (JVM) that uses a “sandbox”(a controlled environmentin which remote programs run) to restrict access to what the applets can do.

The PeopleSoft CTI console requires Microsoft Internet Explorer 5.0 or greater, or Netscape4.7. If the version of Internet Explorer you install does not include a JVM, you mustdownload one from Microsoft (www.microsoft.com).

Applet ProtectionThe CTI applet has an attached digital signature. This enables the PeopleSoft CTI Appletto open a network connection to the your CTI system as opposed to being able to onlysend data back to the Web server that downloaded it.

The digital signature protects the applet against tampering, and it requires the agent to grant permissionto run the applet. When doing so, agents need to indicate whether such permission should be grantedto any code signed by PeopleSoft for all subsequent sessions or just for the current session only. Youneed to instruct your end users to select the appropriate option for your site.

Installing and Configuring PeopleSoft CTIThis section describes how to install and configure the PeopleSoft CTI system. This information assumesthat you already have a functioning CTI system installed and configured at your site.

Installing PeopleSoft CTIWhen you run the PeopleSoft Internet Architecture setup program, the PeopleSoft CTI files areinstalled automatically to your Web server in the following location:

• WebLogic

..\bea\wlserver6.1\config\<DOMAIN_NAME>\applications\PORTAL\ps\pCti

• WebSphere

..\Apps\WebSphere\AppServer\installedApps\<DOMAIN_NAME>\PORTAL\ps\pCti

Note. You do not need to select any additional options from the install program "wizard."The CTI files are installed by default.

Once you’ve run the PeopleSoft Internet Architecture setup program, you need to enable the PeopleSoftCTI console and configure the system as discussed in the following sections.

See AlsoPeopleTools 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 user willsee the following when signing on to PeopleSoft.

Agent Signon

Notice the MultiChannel Console link at the top of the screen. Users who are not set up asCTI or MultiChannel Framework users do not see the link.

See AlsoChapter 2, “Configuring PeopleSoft CTI,” Configuring CTI Agents, page 21

Creating CTI ConfigurationsSelect PeopleTools, MultiChannel Framework, CTI Configuration, CTI.

On this page you create CTI configurations. A CTI Configuration contains all the informationrequired for a user to be able to connect to one of the following:

• Genesys T-Server or Configuration Server.

• Cisco ICM Server.

To create a CTI configuration, you use the General Configuration page, the Shared Phone Book page,and the CTI Cisco/CTI Genysys page (depending on your CTI middleware).



General Configuration page

Configuration ID Displays the name you gave the configuration when you created it.The name can’t be modified once created.

CTI Vendor Select the vendor of your CTI solution. The options are:

• Genesys

• Cisco

This value controls whether the CTI Cisco page or the CTI Genesyspage appears in the component. For example, if you select Cisco,the CTI Cisco page appears.

Switch Name Choose from one of the supported switches. Currently, thesupported switches are:

Genesys

• Siemens Hicom 300

• Nortel Meridian

• Avaya Definity G3

• Aspect

Consult the Genesys Framework T-Server Reference Manuals to checkif features offered by the CTI Console are supported on your switch. Forexample, mute transfers are not supported on Aspect switches.

Cisco

• IPCC

• Avaya Definity G3



• Aspect

Consult the Cisco documentation to check if features offered by theCTI Console are supported on your switch. For example, DND andmute transfers may not be supported for all switches.

Configuration Name Add a descriptive name to help identify the configuration.

Number of Extensions Number of extensions or directory numbers associated with the telephone.

For Genesys, 1 or 2 can be used.

Fir Cisco, only a value of 1 can be used.

Number of Lines Number of lines associated with each extension. Depending on yourconfiguration, you can specify 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 Currently, the CTI console supports two lines. The only supportedconfigurations are two extensions with one line each or oneextension with two lines.

Host Name or IP Address Enter the host name or IP address for one of the following:

• Genesys T-Server or Configuration Server.

• Cisco ICM Server.

Port Number Enter the Port number on which the T-Server or Configuration Server listens.

To create a new configuration:

1. Select PeopleTools, CTI Configuration, CTI.

2. On the Find an Existing Value search page click Add a New Value.

3. On the Add New Value page, enter a Configuration ID.

There is a 4-character limit.

4. Click Add.

Shared Phone BookSelect PeopleTools, MultiChannel Framework, CTI Configuration, CTI, Shared Phone Book.

On this page, you can manage a list of frequently dialed phone numbers for a specific CTIconfiguration. These numbers appear when an agent connected to that CTI configuration selects thedrop-down list when dialing a number from the CTI console. This saves the agents from manuallyentering frequently dialed numbers when making outbound calls.

Note. Phone lists are updated on the CTI Console only after the CTI applet launches. To refreshphone lists, refresh the browser and reactivate the console.



Shared Phone Book page

Phone Number Enter a frequently dialed phone number associated with this configuration.

Type Select either:

• DN. (Directory Number) This number identifies a telephone set on aPBX or in the public network. The caller dials this number to establish aconnection to the addressed party. The DN can be a local PBX extension(a local DN) or a public network telephone number

• Queue. Directory Number identifying an ACD queue or group.Calls to a group are distributed to agents belonging to the group,according to ACD algorithms.

Description Add a description for the telephone number.

CTI Genesys PageSelect PeopleTools, MultiChannel Framework, CTI Configuration, CTI, CTI Genesys.

The CTI Genesys page provides additional options for Genesys implementations. This page only appearswhen Genesys is selected as CTI Vendor on the General Configuration page.

CTI Genesys page

Genesys ConfigurationServer

Directs the CTI console to get data required for connecting to the T-Serverfrom a Configuration Server instead of from the PeopleSoft database. Using aConfiguration Server is transparent to the user/agent. When the agent activatesthe console, it requests a list of available T-Servers from the ConfigurationServer, and then the console sequentially attempts to connect to each T-Serverin that list until it establishes a connection. If it reaches the end of the listwithout connecting to a T-Server, an error is returned to the agent.



Note. If you select this option, you enable the Application User Informationgroup box at the bottom of this page. Enter the appropriate applicationuser 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), you need to indicate whether theconfiguration server is returning the host name or the IP address of the T-server.

Specify the type of address that should be used when sending informationto the T-Server. The options are Host Name and IP Address. Yourselection should correspond to the Host Name or IP Address that youentered on the General Configuration page.

CTI ApplicationName/Password

Enter the Genesys Application Name and password used for signing on tothe Genesys Configuration Server. Using this option, each user connectsto the configuration server with the same application name.

CTI Cisco PageSelect PeopleTools, MultiChannel Framework, CTI Configuration, CTI, CTI Cisco.

The CTI Cisco page provides additional options for Cisco implementations. This page only appearswhen Cisco is selected as CTI Vendor on the General Configuration page.

CTI Cisco page

Peripheral ID Specify the switch (ACD) that the current configuration uses. The peripheralID is the alias used to identify a switch within the system.



Secondary Host/Port Specify a second ICM server. In most cases, the secondary serveris 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.

Heartbeat Specify an interval in seconds for the system to send a message to the CTIServer to make sure it is up and running. To disable the feature, enter –1. Toenable it, enter a value in seconds. The minimum value is 5 seconds. Refer tothe Cisco documentation for any recommendations for this option.

Agent State Mask A combination of Agent State Masks that the CTI agent wants to receive.For instance, you may set the AGENT_AVAILABLE_MASK, when youwant the application to receive “available” AGENT_STATE_EVENTmessages. PeopleSoft supports the following masks:

AGENT_LOGIN_MASK

AGENT_LOGOUT_MASK

AGENT_NOT_READY_MASK

AGENT_AVAILABLE_MASK

AGENT_TALKING_MASK

AGENT_WORK_NOT_READY_MASK

AGENT_WORK_READY_MASK

AGENT_BUSY_OTHER_MASK

AGENT_HOLD_MASK

Note. This value may be overridden by a Cisco system-level mask.

Refer to your Cisco documentation for more information.

Call Control Mask PeopleSoft does not currently use this mask in the CTI application.This option is reserved for future use.

Refer to your Cisco documentation for information on this mask.


Call Progress Mask Specifies any unsolicited call event messages that you want your applicationto receive. For instance, you can specify the events that a particularapplication depends on, such as Begin_Call, CALL_DELIVERED_EVENT,and so on. You can opt to skip events that the application does notdepend on, and this can reduce network traffic.

PeopleSoft uses the following masks:

BEGIN_CALL_MASK

END_CALL_MASK



CALL_DATA_UPDATE_MASK

CALL_FAILED_MASK

CALL_DELIVERED_MASK

CALL_ESTABLISHED_MASK

CALL_HELD_MASK

CALL_RETRIEVED_MASK

CALL_CLEARED_MASK

CALL_CONNECTION_CLEARED_MASK

CALL_ORIGINATED_MASK

CALL_CONFERENCED_MASK

CALL_TRANSFERRED_MASK

CALL_DIVERTED_MASK

CALL_SERVICE_INITIATED_MASK

Note. Modify this value with caution. If you mistakenly elect to skip anevent that an application depends on, the application can fail.


Call Variable Mask This option is intended for future use. It is not currently implementedfor use with PeopleSoft applications.

Refer to your Cisco documentation for information on this mask.


Service Request Mask Enables you to adjust CTI ServiceMasks. PeopleSoft uses the following masks:

CTI_SERVICE_CLIENT_EVENTS

CTI_SERVICE_CALL_DATA_UPDATE

CTI_SERVICE_CLIENT_CONTROL

If you modify this option, do not enter a value lower than 7.

Refer to your Cisco documentation for more information on this option.


Transfer ConferenceSetup Mask

Specifies the valid ways the application may be configured fora transfer or conference call.




Other Feature Mask Enables you to specify the other features supported by an application.


Configuring CTI QueuesSelect PeopleTools, MultiChannel Framework, CTI Configuration, Queue.

Use this page to add queues for agents.

Queue Configuration page

Queue Directory Number identifying an ACD group. Calls to a group are distributedto ACD agents belonging to that group, according to ACD algorithms.

Queue Description Enables you to add a brief description of the queue.

Configuring CTI AgentsSelect PeopleTools, MultiChannel Framework, CTI Configuration, Agent.

Configuring CTI agents involves the CTI Agent Configuration page, the Phone Bookpage, and the Personalization page.



CTI Agent Configuration page

User ID Refers to the PeopleSoft User ID of the agent.

Agent Info

Effective Date Enter the date on which the current configuration should become active.

Agent ID Refers to the user ID of the agent within the switch.

Agent Password Enter the password the agent uses to sign on to the phone.

Queue Enter the name of the queue you want to assign to an agent. Usethe Queue Configuration page to associate a queue with a DirectoryNumber identifying an ACD group.

Configuration ID Select the name of the configuration that you want to associate withthe agent. The Configuration ID is the name of the configuration youcreated using the General CTI Configuration page.

Application UserName/Password

Enter the CTI user name and password of the agent.

CTI Client Signature Note. This option only appears for Cisco configurations.

This control shows the “signature” of a particular agent. The signatureuniquely identifies an agent if you have implemented call monitoring.Typically, this value appears as an email address, such as:

[email protected]

Trace Level For Trace Level you have the following options:



• 0-None. Disables tracing.

• 1-Info. (Informational) Traces agent actions, such as dialingout, transfers, and so on.

• 2-Debug. Used to troubleshoot crashes and other major errors. Ifyou ever need to open a PeopleSoft GSC case regarding a CTIissue, include a level 2-Debug trace.

Trace information is written to the browser’s Java Console,which must be enabled.

In Internet Explorer, you enable the Java Console by selecting Tools,Internet Options, Advanced, Java, Java Console.

You view the Java Console by selecting View, Java Console. Toclear the console, press C on your keyboard.

Note. Setting the trace level to 2-Debug can degrade performance.Unless you are troubleshooting the system, it is recommended that youset the trace level to None or Informational.

Phone Book PageSelect PeopleTools, MultiChannel Framework, CTI Configuration, Agent, Phone Book.

On this page, you can manage a list of frequently dialed telephone numbers for a specific CTI agent. Thesenumbers appear when that agent selects the drop-down list box for a number to dial in the CTI console. Thissaves the agents having to manually enter frequently dialed numbers when making outbound calls.

Note. Phone lists are updated on the CTI Console only after the CTI applet launches. To refreshphone lists, refresh the browser and reactivate the console.

Phone Book page

Phone Number Enter frequently dialed telephone numbers associated with a particular agent.

Type Select either:

• DN. (Directory Number) This number identifies a telephone set on aPBX or in the public network. The caller dials this number to establish aconnection to the addressed party. The DN can be a local PBX extension(a local DN) or a public network telephone number

• Queue. Directory Number identifying an ACD queue or group.Calls to a group are distributed to agents belonging to the group,according to ACD algorithms.



Description Add a description for the telephone number.

Personalization PageSelect PeopleTools, CTI Configuration, Agent, Personalization.

Use this page to personalize the popup windows’ timing, size, and position on the desktopas well as the position of the floating console.

Personalization page

Popup Window

Popup Mode Enables you to configure when the popup window appears. You canhave it appear after the call is answered, or you can have it appear whenthere is an incoming call. If it appear before the call is answered, thisenables the agent to determine if they should answer the call basedon the information displayed in the popup.

The default Pop-up Mode is: 1- Popup after answer.

In some cases, for example accepting a transfer, although you set thevalue as 0- Popup when incoming, you still get the screen pop-up afteryou answer. This is because no call data was attached by the CTIvendor to the incoming event, and consequently the PeopleSoft CTIapplet couldn’t build the URL for the screen pop-up.

For example, assume party A is transferring a call to party B. Party Bgets the incoming event, but party B doesn’t get a screen pop-up. Thisis because the applet did not receive the user data to generate the URLdespite 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”, receivesthe user data, and generates the URL and pop-up screen.

Top Specifies the top position, in pixels. This value is relative to theupper-left hand corner of the screen.



Left Specifies the left position, in pixels. This value is relative to theupper-left hand corner of the screen.

Height Specifies the height of the window, in pixels. The minimum value is 100.

Width Sets the width of the window, in pixels. The minimum value is 100.

Floating Console

Top Specifies the top position, in pixels. This value is relative to theupper-left corner of the screen.

Left Specifies the left position, in pixels. This value is relative to theupper-left corner of the screen.

Viewing Your Information on the Agent Info PageSelect PeopleTools, CTI Configuration, Agent Information.

The Agent Info page is a read-only page that displays the following information about a CTI agent.

User ID The agent’s PeopleSoft User ID.

Agent ID The agent’s CTI middleware ID.

Queue Reveals the queue to which an agent is assigned.

Configuration ID Reveals the Configuration ID associated with the agent.

To view agent information:

1. Select PeopleTools, MultiChannel Framework, Configure CTI, Agent Information.

2. On the Find an Existing Value search page, enter the appropriate User ID in the Search by edit box.

3. Click Search.

Miscellaneous PageSelect PeopleTools, CTI Configuration, Miscellaneous.

The Miscellaneous page contains a parameter that enables you to redirect the base URL for users without aCTI middleware User ID. By doing so, these users do not see the CTI console when signing onto PIA.

Use Default ScreenPopup URL

Select this option if you want to set a default URL for the screen pop-up.

The default method the system uses to determine what URL to use for the pagelaunched for incoming calls is to examine the user data attached to that call.However, for customers that do not want to attach this user data to incomingcalls, this option enables you to use the same URL for all screen pop-ups.

After selecting this option, enter the URL in the Default ScreenPopup URL edit box.



Default Screen Popup URL If the Use Default Screen Popup URL is selected, enter thevalue for the default URL.

Note. To ensure that the user does not have to sign on the pop-up window,the domain of the default URL must exactly match the domain of signonURL. If there is no domain for the signon URL, the machine name of thedefault URL should be the same as the machine name of the signon URL. Ifeither the domain or the machine name do not match, the system promptsthe user for user ID and password for first pop-up screen.

Matching Domains:

With the domain as peoplesoft.com, the machine names canbe different. For example:

Signon URL:

http://ntserver1.peoplesoft.com/peoplesoft8/signon.html

Default URL:

http://uxserver2.peoplesoft.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 thesame 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

For more information on PeopleSoft single signon, see PeopleToolsPeopleBooks: Security, Setup Options and Processes, Single Signon.

Demo: Outbound Call PageSelect PeopleTools, CTI Configuration, Demo: Outbound Call.

The Outbound Call page is an example of how you can customize an application page to allow a user to directthe CTI Console to dial a telephone number displayed on that page. The outbound calling demonstrationworks only when the CTI console is enabled and the user has registered with the CTI vendor.



Phone Number Enter the telephone number you want to dial. This field acceptsnumeric digits only. Do not enter special characters, such as“-”(hyphen), “.”(period), or other separators.

Dial Click this button to dial the telephone number you entered.

Configuring Popup WindowsPeopleSoft CTI can launch and populate transaction pages in the following ways:

• Default URL. The same URL is used for all calls. The ANI (Automatic Number Identification) ispassed in as a parameter to that URL. The ANI identifies the telephone number from which theincoming 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 aspecific target PeopleSoft menu, market and component. However, this method can’t be used ifyou are accessing multiple databases through the PeopleSoft Portal.

• iScripts. PeopleSoft CTI opens the transaction page using an iScript. This method must be used ifyou are accessing multiple databases through the PeopleSoft Portal. The iScript communicates withthe 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.

Setting Up Genesys for Pop-up WindowsUnless you choose to use the default URL for your pop-up windows, you must create certain user-definedvariables that are attached to each incoming call. These variables are then sent to the PeopleSoft CTIapplication providing instructions on which PIA page displays for the agent. This data is typicallycreated 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, eithera panel (page) or a script.

If the ICTYPE is set to Panel, then the following three attacheddata variables must be set:

• Menu. The name of the menu within PeopleSoft containingthe destination component.

• Market. The market property of the target component.

• PanelGroupName or Component. The target component namein the PeopleSoft Application.

If the ICTYPE is set to Script, then the following attached datavariable, needs to be set:

ICScriptProgramName. This represents the location of the iScript,which is executed through the screen pop-up.



For more information on iScripts, refer to the PeopleCodeDeveloper’s Guide: "Internet Scripts".

Descr Optional data for descriptive purposes only. You can add any descriptiveinformation that might be useful to the agent. This information appearsin the CTI console. For example, you may want the agent to be awareof 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 theGenesys telephony server, such as customer number, are passed tothe 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 toread the parameters in your PeopleCode. If you choose to use ICPanelsinstead, the parameters are used as the key list.

Refer to your PeopleSoft application documentation for specific instructions onany other attached data keys that must be passed to the CTI console by Genesys.

Setting up Cisco for Pop-up WindowsUnless you choose to use the default URL for your pop-ups, you must create certain Expanded CallContext (ECC) variables. Expanded Call Context (ECC) variables are variables that you define andenable in the Cisco ICM Configuration Manager to store values associated with the call. These variablesare sent to the PeopleSoft CTI Console when ICM notifies it of an incoming call, and the Consoleuses 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, beforePeopleSoft can receive the attached call data from the IVR.

PeopleSoft 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) orScript. 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:

• user.PS.Component. 20 chars. This variable is required to specifythe name of the destination component.

• user.PS.Menu. 10 chars. This variable is required to specify the name ofthe menu within PeopleSoft containing the destination component.

• user.PS.Market. 3 chars. This variable is required to specify the nameof the Market of the destination component.



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 screen pop-up.

For more information on iScripts, refer to the PeopleCodeDeveloper’s Guide: "Internet Scripts".

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 theagent 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 prefixedwith “user.PS.” PeopleSoft truncates the user.PS. before passing theparameter 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 thesevariables depends on the components specified by the PeopleSoft application you are using. Referto your PeopleSoft application documentation for correct size information.

Supporting Single SignonPeopleSoft CTI offers single signon. The console connects to the CTI middleware using the CTIuser ID and password retrieved from the PeopleSoft database.

Implementing "Free Seating"When users sign on, they do not need to reenter telephone extensions and other user informationif they have used the workstation before and the relevant information for the telephoneassociated with that workstation has not changed.

PeopleSoft enables free seating by maintaining a cookie on the workstation.

TroubleshootingThe following items identify some common issues and their solutions.

• If the CTI console’s state becomes inconsistent with that of the telephone, do one of the following:

- Use the phone set to manage the call, and once you have released the call, eitherdisregister and reregister using the register button.

- Click the browser’s Refresh button to re-set the console.

• If the CTI Console system loses track of the teleset state, it returns to a neutral status showing both linesavailable. In this case, use the phone set to manage the call as opposed to using the CTI Console. Once youhave released the call, you may need to de-register from and reregister with the CTI middleware.



• If agents attempt to activate the CTI Console, and get an error message indicating that there is already anactive console (and there isn’t), clear the PeopleSoft CTI cookies stored in the browser’s cache.

• If you receive an unexpected error and intend to log an incident with PeopleSoft, includethe browser’s Java Console output with the incident.

• In general, ensure that agents have valid CTI middleware agent IDs associated with their PeopleSoft user IDs.

• If the agents activate the CTI console, but do not get the agent’s Register button,this may indicate one of the following:

- The applet could not communicate with the CTI middleware. Check that the CTI configuration datasuch as the host name and port number are correct and that the CTI servers are online.

- You do not have rights to install the applet or some other CTI component on your workstation(security restrictions). Contact your system administrator.

• If you receive a Java error when clicking on the Register button of the CTI console, it may have to do withcookies. The browser may not be creating the CTI cookies that contain the extension and line details. Or, thecookies are being created on the wrong authentication domain. To solve this issue, make sure of the following:

- Check the security options in your browser and make sure the ability to create cookies is enabled.

- Make sure that you have set the correct AuthTokenDomain, which is the “ATDomain” valuein the PIA setup program) when installing PIA to your Web server. This value sets theAuthTokenDomain value in the configuration.properties file.

• If the CTI Console is closed while the agent has a call ringing (alerting), Cisco ICM may not regaincontrol of the phone and an agent may not be able to logon to that extension using the console. In suchcases, the agent should pick up the handset and so that the PeopleSoft system can reconnect.

• On the CTI Console, if you see only a _0 instead of <extension>_0 it may indicate that theAuthTokenDomain value was set correctly during installation, but is not used for the login URL.

• If a DN on an activated CTI console does not match that input by the user, tell the user to clearcookies in the browser cache. If the same user connects to different PeopleSoft domains, oneof which is a subdomain of the other, then do one of the following:

- The user needs to clear cookies in the browser cache when switching PeopleSoft domains.

- If you specify AuthTokenDomain when configuring PeopleSoft, then the documentdomain is the AuthTokenDomain. So if users need to switch between domains, bothneed AuthTokenDomain set to the same value.


CHAPTER 3

Configuring MCF Clusters

This chapter describes how to:

• Configure MCF for scalability and failover.

• Create MCF clusters.

PeopleSoft MultiChannel Framework Failover and ScalabilityIn a PeopleSoft system, all application server processes—including MCF servers and eventnotification (REN servers)— belong to an application server domain. Each domain can have onlyone REN server process (PSRENSRV), one queue server process (PSUQSRV), and one MCF logserver process (PSMCFLOG). Domains can be redundantly clustered to provide MCF failover.Logical queues can be serviced by multiple clusters for scalability.

The following sections describe how to configure your system according to yourscalability and failover requirements.

PeopleSoft MultiChannel Framework’s support for scalability and failover is integratedinto the configuration process.


Configuring MCF Clusters Chapter 3

REN Server Cluster 1

MCF Cluster 1

App Server Domain B

PSUQSRV(Slave)

PSMCFLOG

App Server Domain A

PSUQSRV(Master)

PSMCFLOG(Master)

MCF Cluster 2

App Server Domain E

PSUQSRV(Slave)

PSMCFLOG

App Server Domain D

PSUQSRV(Master)

PSMCFLOG(Master)

App Server Processes(across all domains)

App Server


Agent

Agent

Customer

Customer

Cluster URL 1

Cluster URL 2

App Server

App Server

Browser URL 1

Browser URL 2

MCF Cluster Architecture


Chapter 3 Configuring MCF Clusters

MCF ClustersAn MCF cluster is a group of multiple MCF— enabled application server domains who’s queueservers and log servers all communicate with the same REN server cluster . Only one PSUQSRVand one PSMCFLOG in an MCF cluster are active at any one time. These are called the masters.The rest are dormant and redundant and are called the slaves. If a master drops out of the clusterfor any reason, the slaves will elect a new master to take its place.

Logical Queues and Physical QueuesPeopleSoft MultiChannel Framework enables the configuration of both logical and physical queues.

A logical queue is an application level queue that receives work requests (tasks) relating to anapplication area, such as chat requests regarding sales information, and routes them to agentscapable of handling the work. You might configure a logical queue called SALES for Salesinquiries and another called SUPPORT for support issues.

Logical queues can be partitioned into physical queues for scalability. A physical queue is managed bya single MCF cluster. The tasks enqueued on a logical queue will be distributed by the framework amongall available physical queues for scalability. For example, the SALES queue could be serviced by fourMCF clusters across four physical queues: SALES1, SALES2, SALES3 and SALES4.

Note that each agent can only be assigned to one physical queue within each logical queue.Each agent can belong to multiple logical queues.

Queue Server FailoverThe queue server process (PSUQSRV) is a Tuxedo-managed server with a standard PeopleSoft databaseconnection. Each queue server process is the central routing point for one or more physical queues. The queueserver maintains state information for work requests, work in progress, agent availability, and agent workload.Queue server state is written to database records, except for the assignment of chat to agents.

The queue server can recover from a crash because most of its state is written to the database. Whena queue server reboots, it checks the database and loads state information for open work tasks. Thequeue server connects to its REN server and issues restart queries to each console so it can rebuild agentassignment information, which may have changed while the queue server was down.

Although a single queue server can recover state after recovering from software failure, this does notguard against hardware failure. Multiple queue server processes running on multiple host machinesand configured in a cluster provide failover for hardware failure. Unlike the REN server cluster,the clustered queue servers operate as one master and many slaves. The master handles all routingdecisions, while slave processes monitor the master and step in only if it fails. Any rebooted queueserver rejoins the cluster in a slave role. Any slave promoted to master loads state from the databaseand issues queries to consoles as if it was the only process in the cluster.

Each queue server process follows a fixed procedure to ensure the cluster has at most one functioningmaster. Database locks are used to eliminate possible race conditions, and the master periodically writes atimestamp to indicate its health. The masterinterval parameter controls the frequency at which the masterprocess must update the timestamp in the cluster table. The masterinterval corresponds to the maximumtime after a master queue server fails before another queue server process takes over. Minimizing thisvalue provides rapid failover response time but also frequent database updates.

See Chapter 5, “Configuring MCF Queues,” Cluster Tuning, page 59.



Each queue server configured for MCF must be part of an MCF cluster, and each MCFcluster must contain at least one queue server. An MCF cluster of only one queue serverprovides no redundancy against hardware failure.

In summary, configure queue servers to provide hardware failover as follows:

1. Each queue server is part of an MCF cluster.

To support hardware failover, distribute master and slave queue servers over multiple hosts.

2. Every queue server in a given MCF cluster communicates with the same REN server ID.

Therefore, REN server failover is also crucial.

See Chapter 4, “Configuring REN Servers,” page 41.

3. The first queue server that places a valid master entry for itself in the cluster table becomes, by default,the master queue server. In most cases the master queue server is the first queue server booted.

There is no configuration parameter to designate master or slave queue server within an MCF cluster.

4. After an MCF cluster’s master queue server is established, all other cluster membersbecome, by default, slave queue servers.

5. If the slave queue servers within a cluster detect a failure of the master queue server, theremaining slave servers compete to become the master queue server.

If the master queue server reboots before a slave takes over, the master queue server also competes.

There is no configuration parameter to designate priority among slave servers.

MCF Log Server FailoverThe MCF log server (PSMCFLOG) is a Tuxedo-managed server similar to the queue server. Each MCF logserver subscribes to events published by a REN server, and is responsible for writingMCF events to the database.

TheMCF log server logs events to the PS_MCFUQEVENTLOG. By default, the log server does not log periodicstate information broadcasts from the queue server to the MCF console. If you require logging of these events,configure logging on the Cluster Tuning page. You can also configure the log server to log the contents of chatsessions. Chat session logging is turned off by default. Logged chats are stored in the PS_MCFCHATLOG.

If the MCF log server crashes, it resumes functioning immediately after rebooting. When the first slavelog server detects a failed master, it takes over as the master log server for the cluster. The new masterlog server resubscribes to all base topics, but it does not log chat sessions that started or continuedduring the time the original master log server failed. The new master log server does not log per-agentevents for those agents that were logged in at, or during, the time of the failure.

An MCF log server is created along with a queue server when you enable MCF servers during domainconfiguration. There is no specific log server configuration during domain configuration.

MCF Cluster ConfigurationEach MCF cluster includes a minimum of one queue server and one log server communicating with one RENserver. There is no configuration limit to the maximum number of queue servers in a MCF cluster.



In MCF architecture, a chat client initiates contact with an agent through the designated external URL for aREN server. This URL can point to a load balancer, switch, reverse proxy server, or other hardware orsoftware directing requests through a firewall. The external URL is also known as the browser URL, becauseit supports the MCF browser windows (agent chat, customer chat, and multichannel console).

For communication of queue servers, log servers, and application servers with REN servers–for example,handling email requests—behind a firewall, you can use an internal URL. Specify both internal (cluster)and external (browser) REN server URLs during MCF cluster configuration.

Note. If no security is implemented, the browser and cluster URLs may be the same.

Queue Server ScalabilityMCF is scalable to support large capacity call centers or other large organizations. The basic strategyis to divide the workload by spreading it over several MCF clusters. This is accomplished by creatingmultiple physical queues for each logical queue, and spreading the management responsibility for eachphysical queue to separate queue server processes, preferably on multiple host machines. This techniqueshould not be confused with failover protection, which also adds processes and machines. In failover, theadded processes are clustered together and do not provide any performance improvement.

Organize applications using MCF around logical queues (for example, sales queue and support queue).Incoming work tasks are sent to a logical queue. MCF then assigns the task to one of the correspondingphysical queues. This assignment is random across the queues. Since only one physical queue per logicalqueue can be serviced by a single MCF cluster, this balances load across the servers.

For example, a logical Support queue might be split into physical Support-1 and Support-2 queuessuch that work requests are randomly distributed between the two physical queues. Half the agentssubscribe to one queue, and half to the other. This splits the work load evenly between the two queueserver processes, while still presenting one logical Support queue to the application.

PeopleSoft RecommendationsPeopleSoft recommends considering the following configuration options to ensure maximumreliability and scalability of your MCF installation.

• Configure multiple MCF domains in a cluster across multiple host machines.

This provides protection against single-point failures.

• Use REN server clusters only for failover.

REN server clusters do not enhance performance.

• Split logical queues into more than one physical queue if there is more work on thatqueue than a single process or machine can handle.

• If an application server domain is likely to be recycled regularly for reasons not relatedto MCF, configure MCF in a separate domain.

Regular recycling of MCF servers will impact performance because the MCF servers are stateful andmust recover state when they are recycled or when a slave takes over from a master server.



Configuring MCF ServersMultichannel Framework depends on processes configured and booted as part of anapplication server domain. Configure MCF processes (servers) through PSADMIN, alongwith other processes in each application server domain.

Note. The REN server process can be utilized by applications separate from the queue serverand MCF log processes. In this case you can configure the application server domain forevent notification without creating the MCF servers.

See Chapter 4, “Configuring REN Servers,” page 41.

Quick-configure menu for PSADMIN

Understanding MCF Server ConfigurationAfter considering performance and failover issues, the MCF system administrator providesconfiguration information that describes the arrangement of queues, domains, queue serverprocesses, REN server processes, MCF processes, and URL addresses.

REN server processes are only defined through PSADMIN, and are not defined in the subsequentconfiguration process because only their URLs are needed. Each queue server process is uniquelyidentified in the system by combining the machine name, domain subdirectory name, and processidentifier. MCF log processes use the same queue server identification scheme.

See AlsoChapter 4, “Configuring REN Servers,” page 41



Creating Queue ServersYou can create a queue server and log server that boot when an application domain is booted by selectingfeature 9, MCF Servers, from the quick configuration menu during application domain configuration.

Configuring MCF ClustersPages Used to Configure MCF ClustersOnly one page is used to configure MCF clusters.

Page Name Navigation Usage

Cluster PeopleTools, MultiChannelFramework, Universal Queue,Configuration, Cluster

Define a cluster of queue servers.

Working With MCF ClustersAccess Cluster

Universal Queue Cluster page

Cluster ID A unique identifier for this MCF cluster.

Cluster URL The URL for the REN server that serves this MCF cluster. This isthe URL used by internal processes. If the MCF cluster is served bya REN server cluster, the Cluster URL is that of the switch or loadbalancer in front of the clustered REN servers.



The cluster URL must be unique for each cluster. No two clusterscan address the same cluster URL.

Specify the cluster URL in the form: <http://<DNS_machine_name>:<port>/kn, where:

• <DNS_machine_name> is the server machine namerecognized by your DNS.

• <port> is the REN server port number; the default value is 7180.

• The cluster URL must end in /kn.

Ping Click Ping to initiate a test of the REN server specified in the Browser URLfields. Failure may indicate that a URL is incorrectly specified.

Pinging the cluster URL is not relevant.

Buffer Test Click Buffer Test to initiate a test of the REN servers’ ability to breakup and send a large file using multiple internal buffers.

The buffer test is not dependent on specified domain names, so you canuse it to verify that RENSRV is running on the network.

Browser URL The URL for the REN server that serves this MCF cluster for externalclients and for agent chat. The Browser URL may be different from theCluster URL, which should not have to go through any firewall, reverseproxy server or other outward-facing security barrier.

If the REN server is reached through a load balancer, switch, or reverse proxyserver, specify the fully-qualified URL of that device as accessed from theuser’s browser. The address must end in /kn, and must be the address of thegateway machine (proxy server, load balancer, or SSL accelerator)

Specify the address in the form http: or https://<DNS_machine_name>.<domain_name>:<port>/kn, where:

• <DNS_machine_name> is the server machine namerecognized by your DNS.

• <domain_name> is the full-qualified domain namerecognized by your DNS.

• <port> is the REN server port number; the default value is 7180.

• The cluster URL must end in /kn.

Queue Server An MCF cluster can consist of a primary queue server and any numberof backup servers, defined in the Queue Server section.

Each cluster requires a minimum of one queue server. The primary queueserver is the first queue server booted, and the remaining queue serversare backups. If the primary queue server fails, the system determinesthe subsequent primary queue server among the backups.



You can add a queue server to a cluster by clicking add. Beforeremoving a queue server, ensure that it is not the master, thenshutdown its domain. Then click delete.

If a domain is started with a queue server that does not belong to a cluster,PSUQSRV and PSMCFLOG will poll the MCF configuration tablesindefinitely until the queue is assigned to a cluster.

Queue Server ID A unique identifier for each queue server used to identify itsentries in the database control tables.

The log server process paired with this queue server uses this same IDto identify its entry in the log cluster table.

Domain Specify the application server domain of which this queue server is a member.

Hostname Specify the host name of the application server host machine.

Description Specify a description of this queue server (optional).

Note. If the cluster’s queue server configuration is changed, the changes to the actual application serverdomains must be made manually using PSADMIN. For example, if a cluster member (queue server) is removed,the affected application server domain must be shut down and reconfigured (MCF Servers set to “no”) usingPSADMIN. If the cluster URL is changed, all associated queue server domains must be shut down and rebooted.


CHAPTER 4

Configuring REN Servers

This chapter describes Real-time Event Notification (REN) server configuration optionsand how to configure REN servers.

Understanding REN ServersThe Real-time Even Notification server, an application server domain process, is essential to thePeopleSoft MultiChannel Framework (MCF) architecture. MCF events are published to RENservers, which then deliver them to subscribers on those topics.

REN servers can also be used by other PeopleSoft applications to push event notifications to users.

The REN server is a modified Web server using HTTP 1.0 or 1.1 communications protocol. Communicationwith MCF server processes andMCF browser windows is bi-directional, as they maintain persistent connectionsto the REN server. Events can be sent proactively to browser windows without polling or page refreshes.

REN Server Failover, Scalability, and SecurityREN servers can be configured to support both failover and scalability, and shouldbe protected by appropriate security measures.


Configuring REN Servers Chapter 4

PeopleSoft Servers:Application Servers

MCF ServersProcess Scheduler,

and others

InternalURLAgentCustomer

RENSRV4

Switch orLoad Balancer

(Optional)

Firewall(Optional)

ReverseProxy Server

(Optional)

Customer

Agent

BrowserURL

Customer

User


RENSRV3

InternalURL

RENSRV2

Switch orLoad Balancer

(Optional)

Firewall(Optional)

ReverseProxy Server

(Optional)

User

BrowserURL

Customer


RENSRV1

REN Server configuration example

REN Server FailoverAlthough the REN server is integrated into an application server domain, it is not a standardPeopleTools server process (it has no database connection) and therefore has a separate failovermechanism. There are two scenarios for failure recovery:

• In the case of a standalone REN server, Tuxedo restarts the server if it fails. MCF servers and consoleswill reconnect to the REN server. However, any active MCF chat sessions will be lost.

• In the case of clustered REN servers, each REN server in the cluster is a peer, mirroring the currentstate. This configuration has two advantages over a standalone REN server:

- Clustered REN servers guard against hardware failure (provided the clustered RENservers are on different host machines).


Chapter 4 Configuring REN Servers

- Active MCF chat sessions will not be lost.

REN Server ScalabilityYou can boot additional REN servers, one per application server domain, to providegreater scalability. PeopleCode functions automatically load balance browser requestsby randomly selecting one of the REN servers.

Scalability for PeopleSoft MultiChannel Framework applications requires additional configuration.

See AlsoChapter 3, “ConfiguringMCFClusters,” PeopleSoft MultiChannel Framework Failover and Scalability, page 31

REN Server ClustersA REN server cluster comprises two or more REN servers configured into a cluster to provide failover.All REN servers in a cluster mirror each other and appear to external processes as a single URL. TheREN server cluster must have an HTTP load balancer or switch as its front end. All connections withbrowsers and application server processes address the front end’s URL. The load balancer should usean active standby content switching rule to route traffic to one designated REN server in the cluster. Ifthat REN server fails to respond, the front end selects an alternate member of the cluster.

The REN server cluster maintains mirrored state in all members by relaying events with HTTP messages.The REN server cluster therefore does not address scalability issues. Clustering REN servers does notimprove performance and may increase processing overhead and internal network traffic. The internalHTTP connections between cluster members should be high speed for best performance.

If a REN server crashes, it will not rejoin the cluster because it would be out of synchronizationwith the other clustered REN servers. The entire cluster must be shutdown and rebooted inorder to restore all members back to full participation.

Incoming cluster requests must eventually route to the front end’s HTTP address. Queue servers andapplication servers use the Cluster URL, which is typically set to be the URL of the front end. Browserclients make requests using the Browser URL, which may be set to the front end, or to a server thatproxies to the load balancer. If browser transactions are encrypted with SSL, then the Browser URLwill be an HTTPS address to a reverse proxy server or SSL accelerator.

REN Server SecurityPeopleSoft recommends protecting the REN server behind firewalls. A reverse proxy server canbe used between browser clients and the REN server. Browser sessions can be SSL encryptedusing a reverse proxy server or hardware SSL accelerator.

Note. The security of your PeopleSoft system, and configuration of load balancers, switches,and reverse proxy servers, is beyond the scope of this document.

Configuring REN ServersThis section describes REN server configuration options and how to:



• Create REN servers.

• Configure REN servers.

• Cluster REN servers.

Creating REN ServersDepending on your requirements, choose one of two REN server creation and configuration options:

• To create a REN server with default configuration parameters by creating an application server domain usingPSADMIN and selecting feature 8, Event Notification, from the quick configuration menu.

• To configure REN server parameters, create an application server domain using PSADMIN, selectaction 11, Custom configuration, and choose to configure properties.

Note. You can create only one REN server per application server domain.

Configuring REN ServersSpecify REN server configuration parameters depending on your application server topology.

There are six possible parameters for REN server configuration, which you set in three locations:

• Authentication Token Domain, set during PIA installation.

• PSRENSRV parameters, set during PSADMIN domain configuration.

• Cluster and browser URLs, configured as required by the application.

Authentication Token DomainSpecify the Authentication Token Domain during PIA installation. Alternately, editAuthTokenDomain in the configuration.properties file.



Authentication Token Domain during PIA installation

The Authentication Token Domain tells PIA the Internet domain name that browser clients use whenaccessing PeopleSoft applications across the Internet. The token is required to comply with the same-originsecurity policy enforced by most browsers. The domain name should be as specific as possible, butgeneral enough to encompass all URLs required by your PeopleSoft installation. For example, if thePeopleSoft login URL is http://www.external.mycompany.com but REN server connections use a serverat http://www.realtime.mycompany.com, then the token should be mycompany.com.

If not set during PIA installation, edit the AuthTokenDomain section of the configuration.properties file.

• On a BEA WebLogic Web server, configuration.properties is located in the ..bea\wlserver6.1\config\peoplesoft\applications\PORTAL\WEB-INF\psftdocs\ps directory.

• On an IBM WebSphere Web server, configuration.properties is located in the <WebSphere_home>\AppServer\installedApps\peoplesoft\PORTAL\WEB-INF\psftdocs\ps directory.

Application Server Domain ConfigurationSpecify parameters in the PSRENSRV section of PSADMIN domain configuration.



Configuring PSRENSRV in PSADMIN

Specify parameters as described in the following table:

Parameter Default Description

Address 0.0.0.0 This value instructs the server to use thehost machine’s IP address.

http_port 7180 The REN server’s HTTP port.

The default value is 7180.

js_client_domain peoplesoft.com The fully-qualified domain name of theapplication server.

This value should match the value oftheWeb server’s Authentication TokenDomain.

See Chapter 4, “Configuring RENServers,” Considering REN ServerConfiguration Options, page 47.

js_server_url http://${hostname}.${js_client_domain}.${http_port}

The URL used by a browser to makea persistent connection to the RENserver.

This URL is the external URL. Forexample, it may be the URL of thereverse proxy serving the REN server.

log_severity_level Notice This is the logging level for the RENserver.

Select from one of the following logseverity levels, from less to morelogged data: Error, Warning, Notice,Debug.

Note. PeopleSoft does not recommendusing debug in a productionenvironment.



Parameter Default Description

io_buffer_size 8192 This is the TCP buffer size used whenserving content. Do not exceed a valueof 65536.

If the REN server is running onWindows NT, change io_buffer_size toa minimum value of 56000.

cluster_members “${hostname}:${http_port}” If you are configuring a REN servercluster, specify the members here on asingle line with no spaces, enclosed bydouble quotes.

See Chapter 4, “Configuring RENServers,” Clustering REN Servers, page49.

After specifying REN server configuration parameters, be sure to specify Y (Yes) when askedif you want Event Notification configured (PSRENSRV).

Note. REN server configuration parameters are written to the psrenconfig.txt file in the applicationserver directory. Use PSADMIN to modify configuration parameters whenever possible. If you editthe REN server configuration manually, edit psrenconfig.txt, not psappsrv.cfg, but be aware thatthis file is overwritten each time PSADMIN modifies other parameters.

Note. Specify fully-qualified domain names for js_client_domain and AuthTokenDomain thatresolve to a common suffix; for example, mycompany.com. Incorrectly identified domain namesmay violate JavaScript security policy and cause REN server failure.

PeopleSoft recommends that your Web servers have static IP addresses. If you use Webservers that obtain IP addresses dynamically (DHCP), ensure that the DNS can map fullyqualified domain names to the dynamic IP addresses.

Note. If you are using Microsoft Internet Explorer (IE) Internet security zones, include both the Web serverand REN server addresses in the same security zone; alternatively, exclude both addresses from security zones.

Considering REN Server Configuration OptionsThis section discusses some possible REN server configurations, dependent on domain server topology.

Simple Configuration: mycompany.comIn this configuration, the application server and REN server are on the same machine (MachA); the RENserver uses the default port number 7180; DNS addresses the host machine as MachA.mycompany.com;there is no SSL or reverse proxy server (RPS) involved.



Parameter Value

PIA Authentication Token Domain mycompany.com

PSADMIN Js_client_domain mycompany.com

PSADMIN Js_server_url http://${hostname}.${js_client_domain}:${http_port}

PSADMIN Cluster_members “${hostname}:${http_port}”

Application Cluster URL http://MachA:7180/kn

Application Browser URL http://MachA.mycompany.com:7180/kn

Reverse Proxy Server with SSL ConfigurationThis configuration includes a single REN server without failover, and a reverse proxy server (RPS).The RPS could be either a dedicated reverse proxy server or a Web server with a proxy plug-inconfigured to redirect both PIA and REN server requests. The application server host machine isMachA and the REN server uses its default port 7180. The RPS is on machRPS using port 8080for http. The DNS server must recognize MachRPS.mycompany.com.

Parameter Value



PSADMIN Js_server_url http://MachRPS.mycompany.com:8080

PSADMIN Cluster_members “${hostname}:${http_port}”


Application Browser URL http://MachRPS.mycompany.com:8080/kn

For SSL, install certificates on the RPS, set it to encrypt all communications, and use https URLsfrom the browser. In this example the RPS uses port 8443 for SSL.



Parameter Value



PSADMIN Js_server_url https://MachRPS.mycompany.com:8443

PSADMIN Cluster_members "${hostname}:${http_port}"


Note. This is not a secure HTTP address.

Application Browser URL https://MachRPS.mycompany.com:8443/kn

Note. This is a secure HTTP address (HTTPS).

Clustering REN ServersConfigure a REN server cluster using PSADMIN.

Unless a REN server cluster is configured in PSADMIN, the default is that there is no cluster.

To configure a REN server cluster:

1. Start PSADMIN.

2. Open the appropriate application server domain.

3. Select Configure this domain.

4. Locate the PSRENSRV configuration section.

5. Edit the line beginning cluster_urls= to include a space-separated list of REN servers inthe format hostname:http_port enclosed in double quotes.

For example:

cluster_urls="machine1.com:7180 machine2.com:7180"

PeopleSoft MultiChannel Framework requires the fully qualified DNS name when configuringhosts in a cluster. Do not use the identifier localhost.

Repeat this process on each domain included in the cluster. Boot all cluster members beforeallowing any users to connect from a browser. Once browser traffic begins, the cluster locksout other members so that synchronization can be maintained.


CHAPTER 5

Configuring MCF Queues


• Configure queues.

• Configure tasks.

• Tune cluster parameters.

• Notify clusters of changed parameters.

Working With QueuesThis section describes MCF queues and their elements.

Pages Used to Configure QueuesUse the following pages to configure and tune MCF queues.


Queues PeopleTools, MultiChannelFramework, Universal Queue,Configuration, Queue, Queue

Add a queue.

Chat Responses PeopleTools, MultiChannelFramework, Universal Queue,Configuration, Queue, Chat Responses

Define messages that every agent canuse.

Static Push URLs PeopleTools, MultiChannelFramework, Universal Queue,Configuration, Queue, Static PushURLs

Define URLs that each agent can pushto a client.

Tasks PeopleTools, MultiChannelFramework, Universal Queue,Configuration, Tasks

Configure tasks such as chat, email,voice, and generic alerts.

Cluster Summary PeopleTools, MultiChannelFramework, Universal Queue,Configuration, Cluster Summary

View summary information about MCFclusters.


Configuring MCF Queues Chapter 5


Cluster Tuning PeopleTools, MultiChannelFramework, Universal Queue,Configuration, Cluster Tuning

Modify MCF cluster parameters to tuneperformance.

Cluster Notify PeopleTools, MultiChannelFramework, Universal Queue,Configuration, Cluster Notify

Notify a cluster of changes toparameters, configuration, or ofshutdown.

Working With QueuesAccess Queues

Queue page

Queue ID The queue ID that uniquely identifies this logical queue.

Queue IDs must be alphanumeric, may not end in a numeral, butmay include underscore characters.

Description The description for this logical queue appears on administrationpages, and related fields.

Delete Queue Click Delete Queue to remove this queue.

Deleting a logical queue means that no work or agents can be assigned to thequeue, and the queue will be removed from all agents’ available queues.

You can delete a logical queue only if all of its constituent physicalqueues are inactive and have no tasks. Verify that no application codeassign tasks to a queue before deleting the queue. All agents assignedto the child physical queue will be automatically logged out of theirMultiChannel consoles when the logical queue is deleted.

Physical Queue Physical Queue uniquely identifies that part of a logical queueserviced by the selected MCF cluster.


Chapter 5 Configuring MCF Queues

Physical queue IDs always end in a number; for example, Sales2.The physical queue identifier automatically increments by onefor each physical queue added.

The maximum number of physical queues is nine.

Cluster ID The Cluster ID identifies the MCF cluster that services this physical queue.Click Select Cluster to choose from configured MCF clusters.

Each MCF cluster can only service one physical queue per logical queue. Forexample, an MCF cluster could service Sales1, or Sales2, but not both.

An MCF cluster can service multiple physical queues belongingto different logical queues. For example, an MCF cluster couldservice Sales1, Marketing2, and COBOL1.

Select Cluster Click Select Cluster to choose a cluster from a list of available MCF clusters.

The selected MCF cluster will service this physical queue. Theprimary queue server in this cluster will manage tasks and agentsassigned to this physical queue.

Active Select Active or Inactive from the drop-down list.

The queue server will not send new tasks to an inactive physical queue.Agents and existing tasks will remain on an inactive physical queue. Thephysical queue must be active to receive new queued tasks.

Only inactive physical queues can be deleted from a logical queue.Inactivate a physical queue and complete or transfer all assignedtasks before deleting the physical queue.

Active and inactive status support “follow-the-sun” practices. For example,Sales1 could be supported in the London office, and Sales2 could besupported in the San Francisco office when the London office is closedby activating and inactivating the appropriate queues.

Chat ResponsesChat responses specified on this page are available to all agents logged in to this queue.

Access the Chat Responses page.



Queue Chat Responses page

Contact Type Specify one of the following contact types:

• Chat

• Email (not currently supported)

• Generic (not currently supported)

Response Name A name to identify the response.

The response name appears in the agent’s Template Messages drop-down listfor all agents that belong to a physical queue on this logical queue

All chat responses are downloaded when the agent launches theagent chat console by accepting a customer chat. Template messagesare not available in collaborative chat.

Description A description of the response.

Response Text The message itself. The specified message appears in the client chatwindow when selected by the agent.

Static Push URLsStatic URLs enable the agent to push a predefined URL to the customer, which appears in a popup windowfor the customer. The agent can edit these URLs in the chat window after selecting them.

Access the Queue Push URLs page.

Static Push URLs page



URL Name A name to identify the URL.

The URL name appears in the agent’s Static URL drop-down list forall agents that belong to this logical queue

URL Description A description of the URL.

This description appears only on this page to further describe thisURL, or, for example, its reason for inclusion.

URL The queue push URL.

The URL must include the opening http:// and any required parameters.

All static URLs defined for the queue are downloaded when the agentlaunches the agent chat console by accepting a customer chat. StaticURLs are not available in collaborative chat.

If you send a static push URL that is a PeopleSoft PIA URL, be sure that therecipient has permissions to access that portal , node, or page.

Cluster SummaryThe Cluster Summary page displays the associated REN server cluster URLs and queue details forthe selected cluster. The information cannot be changed from this page.

Access the Cluster Summary page.

Cluster Summary page

TasksDefine values for different types of tasks that the queue server uses to assign tasks to appropriate agents,and to manage tasks that are not accepted or closed within configurable time limits.

Access the Tasks page.



Task Configuration page

Task Type Select one of the following task types:

• Chat

• Email

• Generic

• Voice

Set parameters for each task type on its own page.

Default Cost of Task Specify the cost of the task.

Cost is a measure of the workload each task places on an agent. The cost of atask is an estimate of the tasks’s expected complexity and of the time requiredto resolve the task. The minimum value is 0, and there is no maximum value.

The costs of tasks assigned to an agent are added up and evaluated againstthe maximum workload for each agent to determine if the agent can receiveadditional tasks. For example, if an agent has a maximum workload of 100,and the default cost of a chat is 20, the agent can manage five concurrent chatsessions, assuming the default cost is not overridden in the InitChat() built-infunction call, and that no other task types have been assigned.

Note. Although priority has no effect on voice tasks, which are not queued,voice task cost is included in calculating an agent’s workload.

Default costs are:

• Chat = 5



• Email = 2

• Generic = 1

• Voice = 10

Default Task Priority Specify the priority of this task. A higher value means a higher priority. Tasksare ordered on a physical queue based on their assigned priority.

The minimum value is 0 and there is no maximum value.

A queue server gives precedence to a task of higher priority value overa task of lower priority value when looking for an agent to assign the taskto. This means that the queue server will always assign a task of priority100 to a qualified available agent before it looks for an agent for a task ofpriority 10. If two tasks have the same priority, they will be assigned inthe order of their enqueue time. An agent timeout (meaning the agent didnot accept the task ) results in the task being re-enqueued.

The value specified here can be overridden in the EnQueue() orInitChat() built-in function call.

Note. Priority has no effect on voice tasks, which are not queued; however,voice task cost is included in calculating an agent’s workload.

Default priorities are:

• Chat = 5

• Email = 2

• Generic = 1

• Voice = 10

Default Skill Level Specify the minimum agent skill required to handle this task.

The queue server assigns this task type to an available agent with the lowest skilllevel on that queue greater than or equal to the skill level required by the task.

The minimum value is 0, and there is no maximum value.


Default skill levels are:

• Chat = 1

• Email = 0

• Generic = 0

• Voice (not currently supported) = 2

Default AcceptanceTimeout in Seconds

The acceptance timeout is the period of time that an agent has to accept anassigned task (click on the flashing icon on the MultiChannel console). If thetask is not accepted within this time, the task is re-enqueued.



The queue server uses an algorithm to minimize reassignment of taskswhich previously timed out to the same agent.


Default acceptance timeouts are:

• Chat = 30 seconds

• Email = 30 seconds

• Generic = 30 seconds

• Voice (not currently supported) = 10 seconds

Default Overflow Timeoutin Minutes

The overflow timeout is the time period that a queue server has to findan agent who accepts a task (click on flashing icon on the MultiChannelconsole). If the task is not accepted within this time, the task is removedfrom the queue and placed in the overflow table. This table can bemanaged from the Overflow Administration page.


Default overflow timeouts are:

• Chat = 2 minutes

• Email = 120 minutes

• Generic = 120 minutes

• Voice(not currently supported) = 1 minute

Default Escalation Timeoutin Minutes

The escalation timeout is the time period within which a task must beclosed. If the task is not closed within this time, the task is removedfrom the queue and from the agent’s accepted task list (that is, the taskis unassigned) and the task is placed in the escalation table. This tablecan be managed from the Escalation Administration page.

Escalation timeout has no effect on chat or voice.


Default escalation timeouts:

• Chat = 10 minutes

• Email = 480 minutes

• Generic = 480 minutes

• Voice (not currently supported) = 2 minutes

Seed for Sequence Number This field displays the current cumulative count of tasks of this typeenqueued. Do not modify this value.

This value is not valid for voice.



Inactivity Timeout inMinutes

Inactivity timeout applies to chat only. The inactivity timeout is the timeperiod within which an agent or customer must participate in a chat. If thechat session is dormant for more than this time, the chat is terminated.

The default value is 15 minutes.

Note. All task parameters are delivered with sample values. Determine a range for these values appropriate toyour business requirements. For example, task cost could vary over a range of 1 to 100 instead of 1 to 10.

See AlsoChapter 6, “Configuring MCF Agents,” Creating an Agent, page 66

Cluster TuningUse the Cluster Tuning page to set MCF cluster parameters to optimize performance or enable logging

Access the Cluster Tuning page.

Cluster Tuning page



Key Default value Usage

bcastinterval 60 Interval, in seconds, after which the number of unassignedtasks per physical queue and the number of agents loggedinto each physical queue is broadcast to the interactionconsoles for display next to the queue names.

A smaller value provides more accurate queue statistics,but increases the load on the queue server and REN server.A larger value decreases queue server and REN server load,but also decreases statistical accuracy.

dumpagents No Specify Yes if the status of agent activity should be writtento the database during the periodic state dumps.

Logging agent status increases queue server load, butprovides information on agent performance.

See Chapter 7, “Administering MultiChannel Framework,”Agent State Summary, page 81.

dumpinterval 600 Interval, in seconds, after which the queue state is writtento the database.

A smaller value increases load on the queue server, butprovides more frequent statistics. A larger value decreasesload on the queue server, but provides less frequentstatistics.

A value of less than one minute will significantly reducequeue server performance.

See Chapter 7, “Administering MultiChannel Framework,”Queue Server State, page 79.

See Chapter 7, “Administering MultiChannel Framework,”Queue State Summary, page 80.

highwater 100 Maximum number of persistent tasks retrieved from thedatabase and cached in memory in the queue server.

The high and low water mark values determine howoften, and howmany, persistent tasks should be read intomemory.

A higher value causes the queue server to retrieve morepersistent tasks at one time, which results in less-frequentaccess to the database, but also more tasks for the queueserver to manage, slowing performance. A lower valuespeeds performance, but requires more frequent access tothe database.

If a large number of enqueued tasks cannot be routed by thequeue server (for example, a call center handling a specificphysical queue is offline), increase the highwater mark sothat tasks that can be routed can fit into memory cache.




logDMPQ no Specify Yes if you want PSMCFLOG to log REN serverevent notifications resulting from bcastinterval broadcasts .

Only the event is logged, not its contents.

See Chapter 7, “Administering MultiChannel Framework,”Event Log, page 83.

log_chat_ses no Specify Yes to turn on logging of the contents of chatsessions.

See Chapter 7, “Administering MultiChannel Framework,”Chat Log, page 81.

lowwater 5 Minimum number of persistent tasks cached in memory inthe queue server. When the lowwater value is reached, thequeue server retrieves another batch of persistent tasks, upto the highwater value.

The high and low water mark values determine when, andhow many, persistent tasks should be read into memory.

A higher value requires the queue server to access thedatabase more frequently. A lower value can cause thequeue server to run out of persistent tasks before refreshingits queue.

PeopleSoft recommends that the lowwater value be greaterthan or equal to the maximum number of agents loggedonto any physical queue at one time.

masterinterval 15 Interval, in seconds, after which a cluster master writesupdates its timestamp in its cluster tables. Slave clusterscheck the timestamp to determine that the master cluster isstill running.

A lower value enables rapid discovery of a failed masterserver, but increases queue server overhead. A higher valuereduces queue server overhead, but delays discovery of afailed master server.

If a only one queue server is configured for an MCF cluster,this value can be large.




reeperinterval 60 Interval, in seconds, after which deleted task are clearedfrom memory in the queue server.

A lower value increases queue server load, but clearsmemory more frequently. A higher value decreases queueserver load, but clears memory less frequently.

timinginterval 60 Interval, in seconds, after which the database is checked forexpired or overflowed persistent tasks. This parameter doesnot affect real-time tasks.

A lower value increases queue server load, but detectstimed out tasks more quickly. A higher value decreasesqueue server load, but detects timed out tasks lessfrequently.

Cluster NotifyUse the Notify Cluster page to notify an MCF cluster of certain changes to its parameters,constituent queues, or that its application servers are being shut down.

For example, after changing MCF cluster parameters on the Cluster Tuning page, use theNotify Cluster page to refresh the tuning parameters.

Access the Notify Cluster page.

Notify Cluster page



Notify cluster of imminentshutdown

Click Notify cluster of imminent shutdown to send a message to every agentlogged in to the selected MCF cluster that they have been logged out.

Send this notification if the cluster’s application servers are being shut down.

Refresh task properties Click Refresh task properties to load task properties that have changedfrom the Tasks page for the selected MCF cluster.

Refresh tuning parameters Click Refresh tuning parameters to reload parameters changed on theCluster Tuning page for the selected MCF cluster.

Refresh logging parameters Click Refresh logging parameters to reload logging parameters changedon the Cluster Tuning page for the selected MCF cluster.

Notify cluster of new queue Click Notify cluster of new queueto notify the selected MCF clusterthat the selected physical queue has been added.


CHAPTER 6

Configuring MCF Agents

This chapter describes MCF agents and how to:

• Configure agents.

• Define agent properties.

Working With MCF AgentsDefine agents from PeopleSoft users, after defining queues.

Pages Used to Define AgentsAt a minimum, an agent definition must include Agent ID, Queue ID, Language,and Customize Presence selections.

Page Navigation Usage

Agent PeopleTools, MultiChannelFramework, Universal Queue,Administration, Agent, Agent

Specify name, skill level, maximumworkload, and queues for eachagent.

Buddy List PeopleTools, MultiChannelFramework, Universal Queue,Administration, Agent, Buddy List

Specify a list of other agents.

Window Config PeopleTools, MultiChannelFramework, Universal Queue,Administration, Agent, WindowConfig

Configure the agent’s window.

Personalize Chat PeopleTools, MultiChannelFramework, Universal Queue,Administration, Agent, AgentMessages

Specify agent-specific messages,in addition to available systemmessages.


Configuring MCF Agents Chapter 6


Static Push URLs PeopleTools, MultiChannelFramework, Universal Queue,Administration, Agent, Agent PushURLs

Specify agent-specific URLs, inaddition to system push URLs

Languages PeopleTools, MultiChannelFramework, Universal Queue,Administration, Agent, Languages

Specify the languages an agent isqualified to use. Specify at least onelanguage.

Customize Presence PeopleTools, MultiChannelFramework, Universal Queue,Administration,, Agent, AgentPresence

Specify the agent’s presence.

Creating an AgentCreate an Agent and assign the agent to one or more queues.

After an agent is created with an existing PeopleSoft user ID, the MultiChannel InteractionConsole link appears on the user’s PIA pages.

Agent page

Agent ID The agent ID is the PeopleSoft user ID of this agent.

Name The name is the full name, in PeopleSoft format, of this agent.

The agent name appears in other agents’ buddy lists.

Nick Name Nick Name is a short name for this agent.

The agent nick name identifies this agent in chat sessions and logs.

Delete Agent Click Delete Agent to delete this agent.

An agent cannot be deleted if the agent still has accepted tasks onany queues to which the agent belongs.


Chapter 6 Configuring MCF Agents

Logical Queue ID Logical Queue ID is the ID of the logical queue to which this agent is assigned.

Each agent may be assigned to more than one logical queue. An agent canonly log on to one queue at a time from the MultiChannel Console.

Note. If a REN server has been created for PeopleSoft Reporting, aPSEVENT logical queue may appear in the search results. Do not selectPSEVENT as a MultiChannel Framework logical queue.

Note. Do not overwrite the logical queue except when first creatingan agent, as this may orphan tasks

Physical Queue ID Agents are randomly assigned to a physical queue when the logical queue isassociated with the agent on this page. An agent that services a logical queuelogs on to a physical queue managed by a specific MCF cluster.

While an agent can service multiple logical queues, the agent can onlybelong to one physical queue per logical queue.

Note. Do not overwrite the physical queue except when first creating an agent,as this may orphan tasks. Use the Physical Queues, Move Agent page.

Randomly Select PhysicalQueue

Click Randomly Select Physical Queue to assign another physical queue(within this logical queue) randomly. This will help to spread multipleagents evenly over all available physical queues.

Skill Level Skill Level is the skill level of this agent for the tasks assigned forthis queue. This is a required field.

The agent will only be assigned tasks requiring a skill level less thanor equal to the skill level specified here. If there is more than onequalified agent available to accept the task, the queue server givespreference to the agent with the lowest skill level.

Each agent can have a different skill level for each queue towhich the agent is assigned.

Maximum Workload Maximum Workload is the maximum load this agent can be assigned beforetasks are held or assigned to other agents. This is a required field.

The cost of each accepted task is added to the agent’s current workload.A task will not be assigned to an agent if its cost will push the agent’scurrent workload over the maximum.

Note. Do not delete a queue from an agent’s list unless that agent has no open accepted tasks on that queue.

Buddy ListAccess the Agent Buddy List page.

The agent’s Buddy List facilitates collaborative chat and chat conferencing.



Buddy List page

Agent Buddy The agent buddy is another agent with whom this agent can have a chatsession, or can ask to conference onto another chat.

Each agent buddy must be logged onto a physical queue on the samecluster to be able to chat. If two agents must be able to chat but they donot share a cluster, use the Physical Queue Move Agent page to movethe agents onto physical queues on the same MCF cluster.

Name The buddy agent’s nick name.

The name appears in the buddy list on the MultiChannel consoleor agent chat window.

An agent’s presence as shown in the Buddy List on the MultiChannel Console or on the Invite Agentlist on the chat console indicates the agent’s availability for chat or conference..

Window ConfigurationAccess the Agent Window Config page.

You can set the initial agent window placement and size at popup by specifying parameters onthis page. The windows may be resized and moved by agent.



Window Configuration page

Window The window to which the specified configuration applies.

Select from:

• Agent to Agent Chat

• Agent to Customer Chat

• E-mail

• Generic Alert

• Grab URL

• MCF Console

Top The distance in pixels from the top of the screen when the window first appears.

Left The distance in pixels from the left edge of the screen whenthe window first appears.

Width The width in pixels of the window on popup.

Height The height in pixels of the window on popup.

Popup Mode Select automatic or manual popup.

Automatic—the window pops up automatically. For customer initiated chator tasks initiated from the EnQueue() built-in function, automatic popupmeans that the task is automatically accepted as well. For agent initiatedchat, automatic popup still allows the agent to elect not to accept the task;in effect, the agent can preview the task. If this is the desired behavior, setAccept Mode to Manual. If you want agent—to—agent tasks to functionlike customer initiated tasks, set Accept Mode to Auto.

Manual—The window does not pop up until the agent clicks on the taskon the agent MultiChannel console. For customer initiated chat or tasksinitiated from the EnQueue() built-in function, clicking on the task means



that the task is automatically accepted as well. For agent initiated chat,the behavior depends on the setting for Accept Mode.

Accept Mode Select automatic or manual.

Automatic—Agent—to—agent chats are automatically acceptedwithout requiring the agent to click theicon.

Manual—Agent—to—agent chats are require the agent to click the icon..

Accept Mode only affects collaborative chat.

Personalize ChatThe Personalize Chat page enables an agent to create unique or personalized messages inaddition to the system messages defined for each queue.

Access the Agent Personalize Chat page.

Personalize Chat page

Message ID Messages, except Other, are linked to specific events listed below.These messages, except for Other, are always sent on these events fromagent. If an agent does not have a customized message for a specificevent, it is read from a default message set..

Select from:

• Abandon—A chat is abandoned when a chat initiator closes the chatwindow before the chat is accepted by an agent. This message appearswhen the agent accepts the abandoned chat.

• Accept—A chat is accepted when an agent accepts a chat. Thisgreeting is automatically sent to the chat initiator.

• Deny—Deny only applies to collaborative chat. If an agent elects not toaccept a chat, this message will be automatically sent to the chat initiator.

• End—If either party exits a chat dialog after the chat is accepted,this messsage will be displayed from the agent.

• Forward—If the agent forwards a chat session to another queue,this message is sent to the customer.

• Other—These messages are never automatically sent in a chat session.Their message names appear in the template message drop-down



list. These messages are appended to the template messages (chatresponses) defined for the queue.

Message Name The name of the message.

This name appears in the agent’s template message drop-down list.

Description A description of the message.

Message Text The message text that appears in the chat window.

Static Push URLsThe Static Push URLs page defines URLs that this agent can push to a client browser. These URLs arein addition to the Static Push URLs defined in the queue configuration page.

Access the Agent Static Push URLs page.

Static Push URLs page

URL Name A name to identify the URL.

The URL name appears in the agent’s Static URL drop-down list.

URL Description A description of the URL

This description appears only on this page to further describe thisURL, or, for example, its reason for inclusion.

URL The queue push URL.

The URL must include the opening http:// and any required parameters.

All static URLs defined for the agent are downloaded when the agentlaunches the agent chat console by accepting a customer chat. StaticURLs are not available in collaborative chat.

If you send a a static push URL that is a PeopleSoft PIA URL, be sure that therecipient has permissions to access that portal , node, or page.

LanguagesSpecify the languages each agent is qualified to support.



The agent will only be assigned tasks that have been enqueued with a language code in the agent’s languagelist. For the EnQueue() built-in function, the language code is specified as a parameter. For the InitChat()built-in function, the language code is determined by the user profile of the initiator.

Access the Agent Languages page.

Languages page

Language Code Select a language code from the drop-down list.

Available options are all languages supported by PeopleSoft.

Customize PresenceEach agent can customize the presence description displayed and logged when the agent is available orunavailable. The queue server only understands the presence state, available or unavailable, but the morespecific presence descriptions appear when displaying or logging an agent’s presence. For example, Lunch,Meeting, or Indisposed, are unavailable states that can be used for tracking agent time and activity.

Access the Agent Presence page.

Cusomize Presence page

Presence State The agent’s presence is either available or unavailable.

Presence Description A description for each agent state.



The description appears in logs of agent activity, and whenagent presence is displayed.


CHAPTER 7

Administering MultiChannel Framework


• Manage physical queues.

• View queue server, queue, and agent state.

• View chat and event logs.

• Administer overflown and escalated tasks.

Working With MCF AdministrationPeopleSoft MultiChannel Framework provides tools for managing queues, viewing state, and managing tasks.

Pages Used to Access MCF AdministrationAdminister PeopleSoft MultiChannel Framework from the PeopleTools MultiChannel Framework menu.


Agents PeopleTools, MultiChannelFramework, Universal Queue,Administration, Agents

Configure agents.

See Chapter 6, “Configuring MCFAgents,” WorkingWith MCFAgents, page 65.

Physical Queues PeopleTools, MultiChannelFramework, Universal Queue,Administration, Physical Queues

Move agents or queues or balancequeues.

Queue Server State PeopleTools, MultiChannelFramework, Universal Queue,Administration, Queue Server State

Examine state of a queue server at aparticular time.

Queue State Summary PeopleTools, MultiChannelFramework, Universal Queue,Administration, Queue StateSummary

Display state of a queue.


Administering MultiChannel Framework Chapter 7


Agent State Summary PeopleTools, MultiChannelFramework, Universal Queue,Administration, Agent StateSummary

View agent state.

Chat Log PeopleTools, MultiChannelFramework, Universal Queue,Administration, Chat Log

View the log of a specified chatsession.

Event Log PeopleTools, MultiChannelFramework, Universal Queue,Administration, Event Log

View a log of events and displaydetails.

Overflow Administration PeopleTools, MultiChannelFramework, Universal Queue,Administration, Overflow Admin

View a list of overflow events.

Escalation Administration PeopleTools, MultiChannelFramework, Universal Queue,Administration, Escalation Admin

View a list of escalated events.

AgentsSee Chapter 6, “Configuring MCF Agents,” page 65.

Physical QueuesThe Physical Queues page enables management of agents and persistent tasks on physical queues. Youcan move an agent, and any open persistent tasks associated with that agent, from one physical queueto another physical queue on the same logical queue. For example, if an agent is transferred to anotheroffice, you can move the agent to an MCF cluster closer to the new office. Or you can balance the numberof agents, or agent skill sets, across the physical queues servicing a logical queue.

Move AgentAccess the Move Agent page.


Chapter 7 Administering MultiChannel Framework

Physical Queue Move Agent page

Agent ID Select the ID of the agent to be moved.

Logical Queue Select the logical queue within which the agent is to be moved.

Number of AcceptedPersistent Tasks

The number of persistent tasks this agent has accepted on this physical queue.

The number of persistent tasks is updated and displayed onselection of the logical queue.

Refresh number ofpersistent tasks

Update the number of persistent tasks accepted by this agenton the current physical queue.

New Physical Queue Specify the new physical queue to which this agent and the agent’spersistent tasks will be assigned.

Move agent to new physicalqueue

Click Move agent to new physical queue to perform the action.

Note. Ongoing chat sessions are not affected by the move agent action.

Move QueueUse the Move Queue page to move all agents and their open peristent tasks from one physical queue toanother physical queue within the same logical queue. For example, if you plan to delete a physical queue,move its agents and persistent tasks to another queue before deleting the first queue. Or, if the clusterserving this physical queue is overloaded, you can create another physical queue on another cluster, markthe first physical queue as inactive, create another physical queue on another cluster and move agentsand persistent tasks from the inactive physical queue to the new physical queue..

Access the Move Queue page.



Physical Queue Move Queue page

Logical Queue Select the logical queue within which the selected physical queue’sagents and persistent tasks will be moved.

Physical Queue Select the physical queue from which agents and persistent tasks will be moved.

Number of accepted tasks The number of accepted tasks open on this physical queue.

Number of assigned tasks The number of assigned tasksopen on this physical. queue

Refresh number of tasksand agents

Click Refresh number of tasks and agents to update the number ofagents and persistent tasks assigned to this queue.

Number of enqueued tasks The number of tasks enqueued on this physical queue.

Number of agents The number of agents assigned to this physical queue.

To Physical Queue Specify the physical queue to which the currently assignedagents and tasks will be moved.

Move agents and tasks Click Move agents and tasks to move the assigned agents andtasks to the specified physical queue.

Note. The physical queue must be inactive before moving agents and tasks.Inactivate the physical queue at the Queues configuration page. Agents on theinactive physical queue will be automatically logged off before being moved.



Balance QueueOver time, the distribution of agents and their associated skill levels, languages, and so on,across the physical queues belonging to a logical queue may change as agents are added ordeleted. Rather than manually rebalancing the queue by moving individual agents, you can usethe Balance Queue page to randomly reassign agents and their open persistent tasks across allthe active physical queues belonging to the selected logical queue.

Access the Balance Queue page.

Physical Queue Balance Queue page

Logical Queue Select the logical queue across which agents and persistenttasks will be balanced.

Randomly reassign agentsand tasks on active physicalqueues

Click Randomly reassing agents and tasks on active physical queues tobalance agents and tasks across active physical queues.

This action redistributes agents and tasks assigned to this logical queue acrossall active child physical queues without regard to previous assignments.Ensure that all agents assigned to the affected physical queues have shutdowntheir MultiChannel Consoles. They will not be logged off automatically.

Queue Server StateThe Queue Server State page displays cumulative diagnostic totals for the selected queue serveracross all physical queues serviced by this queue server.

This state information comprises statistics to measure load and throughput than can beanalyzed and used for tuning the system. For example, if counts are very high, consideradding another physical queue to balance the load.

The state stamps are inserted for every primary queue server by cluster at configurable intervals,irrespective of user activity. The intervals are configured on the Cluster Tuning page.

Access the Queue Server State page.



Queue Server State page

The Queue Server State page displays state information for the selected queue server at theselected time. Cumulative totals are reset after each state dump.

Queue State SummaryAccess the Queue State Summar page.

Queue State Summary page

The Queue State Summary page displays cumulative diagnostic totals for the selected physical queue.



This state information comprises statistics to measure load and throughput than can be analyzedand used for tuning the system. For example, if counts are very high for this queue,consideradding another physical queue to balance the load.

The state stamps are inserted for every physical queue at configurable intervals, irrespective ofuser activity. The intervals are configured on the Cluster Tuning page.

Agent State SummaryAccess the Agent State Summary page.

Agent State Summary page

The Agent State Summary page displays cumulative totals for the selected agent.

This state information comprises statistics to measure agent performance and status thatcan be analyzed and used for performance evaluation.

The state stamps are inserted for every agent at configurable intervals, irrespective of user activity. Stateis only recorded for agents currently logged on. The intervals are configured on the Cluster Tuningpage by setting dumpinterval. Enable agent logging by setting dumpagent=yes.

An agent state of Active indicates the agent is available; Inactive indicates the agent is not available.

Note. On a busy system, recording state information frequently will affect performance.

Chat LogIf enabled, this log records the contents and events of every chat session.



To enable chat logging, set log_chat_ses = yes on the Cluster Tuning page. For this parameter totake effect, click Refresh logging parameters on the Cluster Notify page.

Access the Chat Log page.

Chat Log, Conversation page

The Chat Detail page displays detailed information about the selected chat conversation.

Access the Chat Detail page.



Chat Log Details page

Event LogThe Event Log records MCF events published to the REN server, excluding chat content (which is logged inthe Chat Log). This log can be used for debugging as well as for system monitoring. For example, you candetermine when agents log in and log out, or when the queue server was first notified of newly enqueued events.

Data displayed in the event log depends on the event type. Not all fields will apply to every event.

To enable logging of state broadcast events, set logDMPQ=yes on the Cluster Tuning page. For thisparameter to take effect, click Refresh logging parameters on the Cluster Notify page.

Time is displayed and searched on in the format MM/DD/YYYY HH:MM:SSA/PM.



Event Log search results page

Domain The application server domain on which this event occurred.

Time event logged to DBMS The time that this event was recorded in the database.

Event Type The type of event, as described in the Event Log field values table.

Task Type The type of task for this event: chat, email, generic, voice(not currently supported).



Event Log detail page

Event Log field values.

Name Translate Table Value REN MCF Topic Meaning

Accepted ACPD /agent/<agentID>/accepted Agent ’s listof accepted tasks

Agent ’s list of acceptedtasks

Accept ACPT /queue/agents/accept Agent accepts assignedtask

Bcst Admin BCST /queue/admin/statedump Broadcast UQ admininformation

Contact CNCT /queue/contact Realtime contact (e.g.,chat)

DB Cntct DBCT /queue/dbcontact DBMS Contact (e.g.,email, generic)

Dump Q DMPQ /queue/<queueID>/state Dump queue state info tolog

Done DONE /queue/agents/dequeue Done/Dequeue



Name Translate Table Value REN MCF Topic Meaning

Forward FWD /queue/agents/forward Forward

Notify NTFY /agent/<agentID>/notify Notify agent of assignedtask

Presence PRES /queue/agents/presence Agent’s presence change

Restrt Ack RACK /queue/agents/restartack Restart acknowledgement

Read Cfg READ /uqsrv/reread/defaults Reread Defaults

Restart RSRT /queue/<queueID>/restart Restart

Unknown UNKN UNKNOWN Unknown RENSRV event

Unassign USGN /agent/<agentID>/unassign

Unassign

Event log sub-topics.

NameTranslate Table

ValueP REN MCF TopicRequired

Argument Value Meaning

Abandon ABAN /chat/<userID>/<chatID>

ps_type=abandon Abandoned chatsession

End END /chat/<userID>/<chatID>

ps_type=end End chat session

Login LGIN /queue/agents/loginstate

ps_state=login Login

Logout LGOT /queue/agents/loginstate

ps_state=logout Logout

Message MSG /chat/<userID>/<chatID>

ps_type=msg Message



NameTranslate Table

ValueP REN MCF TopicRequired

Argument Value Meaning

Push URL PUSH /chat/<userID>/<chatID>

ps_type=pushurl Push URL

Timeout TOUT /chat/<userID>/<chatID>

ps_type=timeout Timeout chatsession

Application Server LoggingDiagnostic PSUQSRV and PSMCFLOG traces are written to each application server domain’s log directory.The trace level is determined by the LogFence setting in the domain configuration. You can set theLogFence parameter with PSADMIN configuration of the application server domain.

Logfence Value Tracing Level

1 Fatal errors

2 Errors

3 Warnings

4 Level 1 Diagnostic—Logs whic queues the universal queue is servicing, logsnew queues that are added, and logs agent login and logout.

5 Level 2 Diagnostic—Logs most debugging information except periodic events(like timer check, heartbeat,and so on).

6 Level 3 Diagnostic—Logs everything, including periodic events.

Overflow AdministrationThe Overflow Administration page enables management of tasks that could not be assigned toan agent within the overflow timeout specified for the task.

Overflow Administration Overflow Tasks page

System Timeout The time at which the overflow occurred.



Task Identifier The task ID.

Task Type Chat, email, generic, voice (not currently supported).

Comments Enter optional text commentary about the task’s resolution. .

For example, note that the customer sent follow-up email whichwas answered by an agent.

Logical Queue Select a logical queue to which this task will be resubmitted.

Resubmit Click Resubmit to send the task to the specified logical queueto retry assignment.

Only persistent tasks can be resubmitted; chat cannot be resubmitted.

Close Without Submit Click Close Without Submit to close this task without sendingit back to retry assignment.

Detail Click Detail to display additional information about the task.

Escalation AdministrationThe Escalation Administration page enables management of accepted persistent tasks that have beenautomatically unassigned from agents because they were not closed within the escalation timeoutspecified for the task. Tasks can be resubmitted or closed as required.

Escalation Administration page

System Timeout The time at which the escalation occurred.

Task Identifier The task ID.

Task Type Chat, email, generic, voice (not currently supported).

Logical Queue Select a logical queue to which this task will be resubmitted.

Resubmit Click Resubmit to send the task to the specified logical queueto retry assignment.

Only persistent tasks can be resubmitted; chat cannot be resubmitted.

Comments Enter optional text commentary about the task’s resolution. .

For example, note that the customer sent follow-up email whichwas answered by an agent.

Detail Click Detail to view additional information about this escalated task.



Close Without Submit Click Close Without Submit to close this task without sendingit back to retry assignment.


CHAPTER 8

Configuring the Email Channel

All PeopleSoft Multichannel Framework (MCF) processes require configuration using thePeopleTools Multichannel Framework configuration pages. However, because the email channeluses a PeopleSoft Integration Broker gateway, the email channel requires additional configurationoutside of PeopleSoft MultiChannel Framework configuration pages.


• Configure the PeopleSoft Integration Broker gateway for the email channel.

• Configure the GETMAILTARGET connector properties on the MCF_GETMAIL node.

• Tune the GETMAILTARGET connector properties.

• Use the email sample pages.

Understanding the Email ChannelPeopleSoft Multichannel Framework provides a framework for:

• fetching emails from a mail server.

• storing and retrieving email parts in a database.

• managing attachments.

• queueing of emails by the queue server.

Application developers use the PeopleCode application package PT_MCF_MAIL to developapplication engine programs and PIA components for email processing.

See Chapter 12, “Mail Classes,” page 129.

PeopleSoft MultiChannel Framework email framework features include:

• The GETMAILTARGET Integration Broker target connector.

• A PeopleCode application package, PT_MCF_MAIL, to retrieve, store, and delete email.

• Support for both Post Office Protocol 3 (POP3) and Internet Message AccessProtocol 4 (IMAP4) email protocols.

• Support for email attachments, including:

- An attachments repository running on same Web server as the Integration Broker.

- URL access to email attachments.


Configuring the Email Channel Chapter 8

- A relative addressing scheme to enable flexibility of repository location.

- User and role based security to control access to attachments.

• The option to access email headers, attachments, and body from the mail server.

• Support for multiple message size thresholds to control distribution of email between thedatabase, the attachment repository, and the mail server.

• Support for UTF8 Unicode as supported by the Sun Java Runtime Environment (JRE) 1.3.1.

See http://java.sun.com.

• Time zone conversions to support global service level agreements (SLA).

• Sample email application pages demonstrating the functionality of the PT_MCF_MAIL application package.

Configuring Integration Broker for the Email ChannelConfigure nodes and gateways for the email channel in PeopleSoft Integration Broker.


Node Info PeopleTools, Integration Broker, NodeDefinitions, Node Info

Define MCF_GetMail node.

Connectors PeopleTools, Integration Broker, NodeDefinitions, Connectors

Define MCF_GetMail connector.

Gateways PeopleTools, Integration Broker,Gateways, Gateway ID

Setup Integration Broker gateway.forMCF_GetMail connector node.

See AlsoPeopleSoft Integration Broker, “Managing the Integration Gateway”

Configuring the GatewayAccess the Integration Broker Gateways page.

To configure the gateway:

1. Create a local gateway.

2. Specify the Gateway URL in the form http://<gatewayservername>/PSIGW/PeopleSoftListeningConnector,where <gatewayservername> is the fully-qualified host name for the gateway machine.

For example, http://host1.peoplesoft.com/PSIGW/PeopleSoftListeningConnector.

3. Save the page.

4. Click Load.

The connector properties load.

5. Save the page again.


Chapter 8 Configuring the Email Channel

Configuring GETMAILTARGET PropertiesConfigure GETMAILTARGET connector properties on the MCF_GETMAIL node. You can alsoset threshold values for email routed to the attachment repository.

Access the Node Definitions page.

Integration Broker Node Connectors page

To define node configuration:

1. Open the MCF_GETMAIL node.

2. Click the Connectors tab.

3. Set the values on this page for your installation.

You can also set threshold values for email routed to the attachment repository here.

Node property parameters:



Property Name Default Value Description

MCF_AttRoot None MCF_AttRoot defines the location of the attachmentrepository on the gateway.

For example, if the attachment root is c:\temp\, thenattachments for emails addressed to user name supportwill be downloaded to c:\temp\<mail server hostname>\<mailbox>.

All email attachments, and email parts not of the type“text/plain,” are always written to the attachmentrepository. A relative URL is returned to theapplication that allows the application to access theattachment.

Attachment security is managed at a user and role levelusing the PT_MCF_EMAIL application package.

MCF_AttServ http://<machine_name>.<domain_name>/PSAttachServlet/ps/

MCF_AttServ defines the location of the MCFattachment repository servlet, located on the gatewayWeb server.

Attachment relative URLs are appended to thisaddress to create a fully-qualified URL to reference anattachment in the repository.

Note. If your Web server is installed with a PIA sitename other than ps, include the site name in thespecified path.

MCF_Count 0 MCF_Count defines the default number of emailsretrieved from the mail server unless otherwisespecified in the SyncRequest.

The PeopleSoft MultiChannel Framework emailapplication package always specifies the numberof emails to be retrieved and does not reference thisproperty.




MCF_EmSz_Conn 4000000 MCF_EmSz_Conn defines the connector threshold, inbytes.

This parameter ensures that emails retrieved from aPOP3 mail server do not exceed the available memoryon the gateway server. Email content retrieved fromIMAP4 servers can be streamed to a file on theattachment repository, but content retrieved fromPOP3 servers must first be read into memory beforebeing written to file. Therefore, the MCF_EmSz_Connthreshold can be set very high for IMAP4 mail servers.

MCF does not process an email if its size is greaterthan this value. The status returned to the applicationis 1. The triggering email is neither downloaded nordeleted from the mail server. Only the email header isreturned to the application.


MCF_EmSz_IB 500000 MCF_EmSz_IB defines the integration brokerthreshold, in bytes.

This is the maximum size integration broker messagethat the GETMAILTARGET connector can sendthrough the integration broker. The purpose of thisthreshold is to ensure that retrieved emails do notexceed the available memory on the gateway serverand the server running the application that requestedthe emails.

An integration broker message can contain one ormore emails, depending on the number of emails theapplication retrieves per integration broker message.As soon as this threshold is reached, the remainder ofthe triggering email is written to the repository, and nomore emails are retrieved. Emails fetched prior to thetriggering email are returned normally. The triggeringemail is returned with a return status of 2, indicatingthat some of its parts were written to the repository.


MCF_EmSz_Part 30000 MCF_EmSz_Part defines the text part threshold, inbytes.

If any text part of an email exceeds this value , the partis routed to the attachment repository. This ensures thatexcessively large objects of text are not written to thedatabase.

For databases with limitations on the maximum size ofrows or long text field lengths, this value must be lowerthan that limit to avoid SQL errors when saving emails.




MCF_Email_Lang_CD ENG MCF_Email_Lang_CD defines the expected languageof emails downloaded by this node.

This code is included in the email header returnedto the application. PeopleSoft recommends that youconfigure a node for each language you expect tohandle because SMTP mail servers and /clients do notguarantee correct identification of the email’s languagewhen creating an email.

MCF_MethodName MessageCount MCF_MethodName defines the methods associatedwith the application class package.

The defined method is the default method used unlessotherwise specified in the SyncRequest. The emailapplication package always specifies the method to beused and does not reference this property.


MCF_Password None MCF_Password defines the default passwordfor the mailbox unless otherwise specified in theSyncRequest.


MCF_Port 110 MCF_Port defines the mail server port to be used.

By default, POP3 servers use port 110 and IMAP4servers use port 143. Confirm the port number withyour system administrator and set it accordingly here.

MCF_Protocol POP3 MCF_Protocol defines the protocol used by theconnector to access emails on the mail server.

Supported values are POP3 or IMAP4.




MCF_Server None MCF_Server defines the fully-qualified host name ofthe mail server.

This is the default fully-qualified host name of the mailserver, unless otherwise specified in the SyncRequest.For example: bigserver.peoplesoft.com


MCF_User None MCF_User defines the user name for the email account(mailbox) being accessed.

This is the default user name used unless otherwisespecified in the SyncRequest.

For example, if emails are addressed [email protected], the user name issupport.

Note. The POP3 and IMAP4 email protocols calculate message size differently. POP3 doesnot include header size, but IMAP4 does. As a result, message sizes affecting thresholdsbehave differently depending on the protocol used.

Note. Multipurpose Internet Mail Extensions (MIME), is an Internet standard for representing multipart andmultimedia data in email so that they can be exchanged between different email systems. The parts may benested. PeopleSoft embeds the Sun JavaMail API to implement support for the MIME standard. However, allparts of an mail are represented in PeopleSoft as level 1 rowsets, regardless of whatever heirarchy existedin the original email. Email clients determine the MIME format of the emails sent from them, so identicalemail content sent from differing email clients may have a different MIME structures.

Working With the Email ChannelThis section describes the email sample pages.

PeopleSoft provides email sample pages to demonstrate functionality of the PT_MCF_MAIL application package.

Note. The email sample pages are not intended for any purpose other than demonstration and troubleshooting.

The email sample pages can be also used to test the configuration of your integrationgateway and MCF_GETMAIL node.

Pages Used to Access Email Sample PagesUse these pages to demonstrate email application package functionality.




GetMail— Server PeopleTools, MultiChannelFramework, Email, Sample Pages,GetMail— Server

Demonstrate GetMail functionality

MailStore—DB PeopleTools, MultiChannelFramework, Email, Samples Pages,MailStore—DB

Demonstrate MailStore functionality.

Using the GetMail—Server PageAccess the Email Samples, GetMail — Server page.

The GetMail—Server email sample page demonstrates reading or deleting emails from the mail server.It also demonstrates the storage and retrieval of emails to and from the database tables. Output ofthe response to each of the requests is written to a file at %PS_SERVDIR%/files/mcfdata.out onthe application server. Check this file after each test for the output data.

Note. Using the email sample pages requires access to a mail server.

To demonstrate email functionality, send an email to the username and server that youwill specify on the GetMail — Server page.

Email Samples GetMail — Server page

Username Specify a valid username for an account on the mail server.

Password Specify a valid password for the username.

Server Specify the mail server.



IB Nodename Specify the integration broker node used to access email from the mail server.

The default is MCF_GETMAIL

Read Headers Specify the method to be called from the drop-down list, then click Fetch:

• Message Count– to write the number of emails in the specifiedmailbox to the output file mcfdata.out.

• ReadHeadersWithAttach– to write headers and attachment information forall emails in the specified mailbox to the output file mcfdata.out.

Emails to Read Specify the number of emails to retrieve from the specified mailboxand write to the output file mcfdata.out.

Write to Database Select Write to Database to have the retrieved emails written to thedatabase as well as to the output file mcfdata.out.

Remove from Mail Server Select Remove from Mail Server to delete emails from the mailserver after they have been retrieved .

UID List Specify the UID of an email to be retrieved or deleted. If you wish to delete,you can enter a comma-delimited list of email UIDs to be deleted.

Each email has a unique number (UID) associated with it that is permanentlyguaranteed not to refer to any other email in the mailbox. To find the UID ofan email, execute "ReadHeadersWith Attach" first, which will return the UIDfor each email. If an invalid UID is specified, one empty row is returned.

Access an Email Select:

• Read Email w/ attachment to retrieve the specified email from the specifiedmailbox and write it to the output file mcfdata.out.

• Remove Message to delete the specified email from the specified mailbox.

Using the MailStore—DB PageThe MailStore — DB page provides an example of how to access emails from the database (retrieve anddelete email) and how to authorize email attachments for viewing or deletion using the PT_MCF_MAILapplication package provided with PeopleSoft MultiChannel Framework.

Access the Email Samples MailStore—DB page.



Email Samples MailStore — DB page

Email ID Specify the PeopleSoft email ID (not to be confused with the UID)with which the email was saved to the database.

Emails from Database Select and click Execute:

• Delete Email from Database to delete the specified email from the databaseand any corresponding attachments from the repository.

• Retrieve Email to retrieve the specified email from the databaseand write it to the output file mcfdata.out.

Force Delete Select Force Delete after specifying Delete Email from Database toforce the deletion even if there is an error deleting the associatedattachments from the repository.

User/Role Name Specify a PeopleSoft user ID or role to be authorized to view theattachment associated with the selected email.

Select User or Role from the drop-down list, as appropriate and click Authorize.

See AlsoChapter 11, “Developing for PeopleSoft Multichannel Framework,” Using the Email Sample Page, page 125


CHAPTER 9

Using PeopleSoft CTI

This chapter describes how to use PeopleSoft CTI.

Using PeopleSoft CTIThis section contains an overview discussion and covers the following topics:

• Understanding the PeopleSoft CTI interface.

• Signing on.

• Working with the control bar.

• Answering calls and using the call features.

Understanding How to Use PeopleSoft CTIPeopleSoft CTI is a browser-based call management system that helps call agents work more efficiently withcustomers. PeopleSoft CTI integrates your Genesys or Cisco CTI middleware and your PeopleSoft applications.It exchanges data between the CTI system and your PeopleSoft applications so that the system automatically fillsPeopleSoft transaction pages with the appropriate customer information—the information related to the caller.

With PeopleSoft CTI, you can perform the following tasks:

• Operate two lines or two extensions.

• Answer incoming calls.

• Release calls.

• Put a caller on hold.

• Monitor call status.

• Access PeopleSoft applications.

• Transfer callers.

• Initiate conference calls.

• Place an outbound call.

Note. PeopleSoft supports both Genesys and Cisco CTI systems. In the following sections,when the phrase “your CTI middleware” or “CTI vendor” appears, assume that it refers to eitherGenesys or Cisco products as appropriate for your installation.


Using PeopleSoft CTI Chapter 9

Working With the InterfaceThe PeopleSoft CTI interface is incorporated within the MultiChannel Framework Console. This documentassumes you have read the documentation pertaining to the MultiChannel Framework Console.

Getting StartedGetting started with PeopleSoft CTI is a three-step process that involves the following:

• Signing on to PeopleSoft.

• Specifying your extension information.

• Connecting to your CTI middleware (either Genesys of Cisco).

The first time you access PeopleSoft CTI, a Security Warning dialog box may appear promptingyou to "trust" information from PeopleSoft. Click the Yes button.

Security Warning dialog box

The Security Warning dialog box may not appear if:

• You have previously accepted PeopleSoft applets as trusted.

• The system is not correctly installed.

Note. If you have any questions or concerns about this warning, contact your system administrator.

To sign on to PeopleSoft CTI:

1. On the PeopleSoft signon page, enter your PeopleSoft user ID and password asyou normally do to sign on to PeopleSoft.

2. On the CTI control bar, set your configuration by doing the following:


Chapter 9 Using PeopleSoft CTI

• Make sure that your agent ID appears beneath the Agent ID label.

• Make sure that the appropriate queue name appears beneath the Queue label.Queues are discussed in a subsequent section.

• If you are signing on from a workstation with a different extension, specify the currentextension(s) in the Extension edit boxes.

• The extension type indicates whether an agent can receive calls by way of a queue or justfrom a directory number (DN). If this value is set to queue, the console offers options thatare “queue-specific,” such as being able to log on to a queue.

• Press the Activate button to sign on to Genesys or Cisco.

This should enable you to access the CTI console.

3. On the CTI Console, click the register button to register with the Genesys system.

When the red ’X’ on the button becomes a green check mark, you are registered with Genesys.In most cases, this should not take more than 10-15 seconds.

Using the CTI ConsoleChange any registration parameters if necessary and click Set, or Activate (depending on your version).After doing so, the CTI interface appears, which looks similar to the following:

Note. Keep in mind that the PeopleSoft CTI interface operates within the MultiChannel Framework Console.

CTI Console

Register (button) Enables you to register and de-register with the CTI middleware. Thebutton acts as a toggle switch. When the green checkmark appears, youare registered; when the red ’X’ appears you are not registered.

Lines By clicking the radio button to the left of the telephone icon, you activatethe associated line. The icon you select determines the active line. Allcall actions you choose apply only to the active line. The color of theicon reveals the activity on the line. The colors are:

• Blue. Inactive.

• Red. Ringing.

• Green. On call.

• Yellow. On hold.

Select Call Action Select actions related to calls, including Answer, Hold, and Transfer. Whichcall action options appear depends on your current status. For instance, theHold call action is only valid while you are on the line with a caller. Callaction options are discussed in detail in the following section.

Status Shows the agent status, as in Ready or Not Ready (to receive calls). It can alsoshow Ready/DND (Do Not Disturb) if the agent is not using a Queue.



Q: (Queue) If the agent belongs to an ACD group, the group appears here.

Messages Informational messages appear in the right corner of the CTIConsole. Examples of such messages are “Dialing”, “Connected” and“Released.” These messages do not persist.

Note. Error messages appear in separate windows.

Call Duration The system tracks the amount of time spent on calls for each line.

Incoming Call Information Displays the string associated with the Descr call variable. Forexample, “Gold Customer.”

Understanding Call ActionsThe Select Call Action drop-down list contains all of the options you have for handling calls. Depending onthe status of the agent and/or the telephone line, certain selections from the drop-down list are not available.

After you select a call action there are two buttons, Go and Cancel, that appear to the right of the Select CallAction drop-down list. Go executes the selected call action, and Cancel stops the call action you executed.

The following list contains the call actions:

Dial When you are in Agent Ready or Agent Not Ready mode,you can call another party.

Answer Call Answers an incoming call. The Answer Call button displays and flashes onlywhen there is an incoming call that is waiting to be answered.

Transfer Mute Transfers the caller to the desired number without speaking to the intendedrecipient. A dialog appears enabling you to enter the extension of theperson to which you want to transfer the caller.

Note. This action is not supported on Aspect switches.

Transfer Transfers the caller to the desired number. You will have theopportunity to speak with the recipient before transferring the caller.A dialog appears enabling you to enter the extension of the personto which you want to transfer the caller.

Conference Enables you to add one or more individuals to your call.

Hold Places the caller on hold.

Retrieve Takes the caller out of hold status. Displays only when the caller is on Hold.

Release Disconnects the caller. This option is only available as a selectiononce a call is answered.

Change When an agent status is unknown, the system sets the status to “Change” sothat the user can set the status manually to match the status for the telephone.



Note. You can transfer to or initiate a conference call with individuals who are not enabled to access PeopleSoftCTI. Their phone rings, but keep in mind that they do not get the popup screen showing customer data.

The following list of call actions are available depending on whether you are using a DN or Queue configuration:

Queue Log on. Enables the agent to log an extension on to a queue.

Ready. Indicates the agent is ready to receive incoming calls. Thisoption is available when the extension is associated with a queueand the status bar reads “Agent Not Ready.”

Not Ready. Stops incoming calls. This option is available when the extensionis associated with a queue and the status bar reads “Agent Ready.”

Log off. Enables the agent to log an extension off a queue. When loggedoff, the agent is no longer participating in the queue.

DN DND. (Do not disturb) This option is available when the extensionis not associated with a queue.

Ready. Opposite of DND. This option is available when theextension is not associated with a queue.

Cisco Switch ConsiderationsThe following list presents the limitations of the Cisco Systems IP Contact Center switch:

• MAKE_CALL is only supported when agent is in the Not Ready state.

• Consultative and blind transfers are supported. Placing a call on hold and making a new call andcompleting the transfer is not supported due to limitations in the Call Manager.

• Hold and retrieve are supported, but not during a consultative call as it disrupts theconsult relationship in Call Manager.

• Only the conference initiator can add parties to the conference.

• Cisco does not support two applications managing the same call. Therefore, you cannot run aCisco softphone and the PeopleSoft CTI console on the same workstation.

Note. Refer to your CTI vendor documentation for further information about any limitations imposedby a particular switch. In some cases, the switch limitations may actually be due to the CTI server, sobe sure to refer to any server limitations that may also impose limitations upon the switch.

Answering a CallAfter you have logged on to PeopleSoft CTI, you are ready to receive calls. For each incoming ACDcall to your extension, the telephone extension icon turns red. Once you have accepted a call, the systemdoes not send you more incoming calls until you have completed the current call.

To answer a call:

1. Click the radio button to the left of the telephone icon that has turned red.



The answer option is automatically selected as the current option in the drop-downlist when there is an incoming call.

2. Click Go.

The popup browser launches with the appropriate PeopleSoft transaction page displayed. The systemdetermines which page to display based on caller information sent by the CTI middleware.

Once you have answered a call, you enter the not available status.

Transferring a CallerOccasionally you need to transfer callers to other agents. PeopleSoft CTI supports two types of transfers:

• Transfer Mute. This option enables you to transfer a call without speaking to thetarget agent prior to transferring the call.

• Transfer. This option is also known as a "consultative" transfer, which means you consultwith the target agent prior to transferring the call.

Note. You can always transfer or invite users to a conference call even if the called party is not CTI-enabled.The non-CTI-enabled user does not get a screen pop-up but their phone still rings.

Note. When initiating a transfer or conference call on the Cisco system and the contactedparty does not answer, wait until the system notifies you of the unsuccessful connection beforeattempting another action. This can require 20-30 seconds.

Note. Cisco ICM does not notify client applications about some call events during two-step transfers orconferences. The result is the state of the PeopleSoft CTI Console may not stay synchronized with thatof the teleset, especially if the teleset is used to initiate or complete these call actions. The CTI consoleshould automatically resynchronize with the teleset when the call is completed.

To perform a Transfer Mute:

1. Make sure the appropriate telephone line is selected and green.

2. From the Select Call Action drop-down list select TransferMute.

3. In the Phone No. edit box, select the number you want to dial.

The drop-down list contains all the numbers from the shared phonebook and agent phone book. If thenumber you want to dial does not appear, click Dial other number and manually enter the number.

4. Click Go.

This connects the caller to the new agent and releases your line.

The system prompts the recipient of the transfer that it is transferring a call from your extension.When the recipient accepts the transfer, the PeopleSoft page connected to the caller’s caseopens as it did for you when you first received the call.

To perform a Transfer (consultative):




2. From the Select Call Action drop-down list select Transfer.

3. In the Phone No. edit box, select the number you want to dial.

The drop-down list contains all the numbers from the shared phonebook and agent phone book. If thenumber you want to dial does not appear, click Dial other number and manually enter the number.

4. Click Go.

When using one extension with two lines, the outbound call you make to the agent to whom you aretransferring the incoming call gets initiated on your second line and the incoming call gets placed on hold.Once the outbound call is established you can consult with the recipient and place that call on hold. Tocomplete the transfer, you need to go back to the first line and select Complete and click Go. This willrelease the call on the second line and transfer the call on the first line to the recipient of the transfer.

When using two extensions each with one line, the CTI Console does not have access to theoutbound call to the intended recipient of the transfer. Once the outbound call is establishedyou can consult with the recipient. You do not have to toggle between the two lines, anddo not have the ability to put the recipient on hold.

5. To complete the transfer, select Complete and click Go.

Initiating Conference CallsIf you find that you need the assistance of other agents to answer a caller’s questions, you can usethe conference feature to include the appropriate agent(s) on a call.

To initiate a conference call:


2. From the Select Call Action drop-down list select Conference.

3. From the drop-down list of all numbers from the shared and agent phone books, select a number to be dialed.

If the number is not there, select Dial other number to get an edit box and enter the number to be dialed.

4. Click Go.

The system notifies the target agent of the incoming call (conference). The PeopleSoft page associated tothe caller’s case opens for the target agent as it did for you when you first received the call.

This feature depends upon two parameters set up by the administrator:

• Default Screen Popup URL.



• Personalization:Screen Popup Mode.

If the default URL for screen popup is set and the Screen popup mode is 0 (popup when incoming)for the second Agent, the agent gets the screen popup as soon as the call is transferred.

If the Screen popup is set to 1(popup after answer), the screen pops up only after the first agentcompletes the transfer/conference call. However if the default URL for the screen popup is notset then it doesn’t matter whether the mode is 0 or 1. In that case, the second Agent gets thescreen popup only after the first Agent completes the transfer/conference call.

When using one extension with two lines, the outbound call you make to the agent to whom you areinviting to the conference gets initiated on your second line and the incoming call gets placed on hold.Once the outbound call is established you can consult with the third party, and place that call onhold. To complete the conference, you need to go back to the first line and select Complete and clickGo. This releases the call on the second line and starts the conference on the first line.

When using two extensions each with one line, the CTI Console does not have access to theoutbound call to the third party. Once the outbound call is established you consult with the targetagent. You do not have to toggle between the two lines, and do not have the ability to put therecipient on hold. To start the conference, select Complete and click Go.

5. After consulting with the target agent, select Complete from the Select Call Actiondrop-down list, and click Go.

Working With the Hold StatusPutting calls on hold and retrieving calls on hold is likely to be the call action you perform most.

To place a call on hold:


2. From the Select Call Action drop-down list select Hold.

3. Click Go.

To retrieve a call on hold:

1. Make sure appropriate telephone line is selected and yellow.

The retrieve option is automatically selected as the current option in the drop-downlist when there is a call on hold.

2. Click Go.

Disconnecting a CallerAfter you have finished with a call in the mini console, follow this procedure to release the call.

To release a call:

1. Make sure you no longer require the call to remain active.

2. On the mini console control bar, select Release from the Lines drop-down list.

3. Click Go.



The system automatically places you in "wrap-up" mode, which enables you to regroup beforeaccepting more incoming calls. Technically, when in "wrap-up" mode, your status is Agent NotReady. When you are ready to accept incoming calls, select Agent Ready.

Switching "Agent Ready" StatusYour agent status determines whether you can receive incoming calls.

To activate "Agent Ready" status:

1. From the Select Call Action drop-down list, select Agent Ready.

2. When you are ready, the system routes incoming calls to your extension(s).

To activate "Do Not Disturb" status:

Note. This status is not available to agents associated with an ACD queue.

1. From the Select Call Action drop-down list, select DND.

2. With Do Not Disturb, your extension/s will not accept incoming calls.

To activate "Agent Not Ready" status:

Note. This status applies only to agents associated with an ACD queue.

1. From the Select Call Action drop-down list, select Agent Not Ready.

2. This status is typically used when an agent is at their desk, but temporarily unable to receive calls.While you are not ready, the system routes calls to other available agents.

Dialing an Outbound CallYou can use PeopleSoft CTI to place a call, while the agent status is either Agent Ready or Agent Not Ready.

Note. If you have multiple extensions assigned to you, do not call one of your extensions from the other.

To place an outbound call:

1. Make sure you are in Agent Ready or Agent Not Ready status.

2. Click the radio button next to the telephone icon representing a free line.

For example, if you had a customer on hold on one line, you select the icon for the second line.

3. From the Select Call Action drop-down list select Dial.

4. From the drop-down list showing all numbers from the shared and agent phonebooks, select a number to be dialed.

If the number is not there, select “Dial other number” to get an edit box and enter the number to be dialed.

5. Click Go.

As with any other call you receive, you have access to all the call actions for calls you initiate. You cantransfer the person you’ve called, place the line on hold, or initiate a conference with another party.



Note. The system places you in Agent Not Ready status until you release the call.

See AlsoChapter 2, “Configuring PeopleSoft CTI,” Shared Phone Book, page 16

Completing a CallWhen you disconnect, or release, a call from the mini console, the system disconnects you from the CTImiddleware, and the mini console becomes disabled (unavailable for entry). However, the PeopleSoftpage remains active so that you can finish updating information if needed.

When you become available to accept incoming calls depends upon how your system administrators have setup your CTI middleware. Genesys has a setting known as "wrap-up time," which allows an agent a certainamount of time to update the previous caller’s information or regroup before accepting more calls.

Using HotkeysTo help you easily select options with PeopleSoft CTI, PeopleSoft offers the following hotkeys. Hotkeysare combinations of keyboard buttons you can press instead of using a mouse.

Hotkey Description

ALT + R Registers your phone extensions with the CTImiddleware.

ALT + 1 Makes Extension 1 the active line.

ALT + 2 Makes Extension 2 the active line.

ALT + S Presents a list of applicable call actions for you to select.

ALT + P Presents a list of frequently called telephone numbers foryou to select.

ALT + G Enables you to execute a call action.

ALT + C Enables you to cancel a call action.

ALT + Z Enables you to check agent status.


CHAPTER 10

Using PeopleSoft MultiChannel Console

This chapter describes the MultiChannel Console, which is the user interface ofPeopleSoft MultiChannel Framework.

Using the PeopleSoft MultiChannel ConsoleThis section describes the MultiChannel Console

Understanding Multichannel ConsoleThis section describes the MultiChannel Console and how to:

• Accept tasks.

• Respond to tasks.

• Contact other agents.

• Transfer tasks.

• Complete tasks.

Working With the Multichannel ConsoleIf you are identified as an agent in MultiChannel Framework configuration, the MultiChannel Consolenavigation tool appears in the universal navigation header. To log on to theMultiChannel Console, click the tool.

MultiChannel Console

You cannot launch two MultiChannel Consoles on the same workstation.

You can launch consoles on different workstations using the same user ID, but you cannotlog on to physical queues served by the same MCF cluster.

When the MultiChannel Console is launched, it will try to connect to the the REN server associatedwith the last physical queue listed in the My Queue drop-down list. If that REN server is not running,the agent receives an error message. If one or more of the agent’s physical queues are associatedwith a running REN server, the agent can log in by selecting another queue.


Using PeopleSoft MultiChannel Console Chapter 10

Newly assigned tasks appear as a link above the Tasks drop-down list, and display a flashing icon.Click the link to accept the task. Accepted tasks appear in the Tasks drop-down list.

Collaborative chat requests (agent-to-agent chats) may appear as a link above the Agent Chats drop-downlist, but all collaborative chat requests (accepted or not) appear in the Agent Chats drop-down list.

The size and initial location of the MultiChannel Console can be configured on theAgent Window Configuration page.

Note. If you use Web content zones in Microsoft Internet Explorer security options, your PIA Webserver address and your REN server address must be in the same security zone.

Note. If you are using Secure Sockets Layer (SSL) security, you may receive a security warning messagewhen your console first opens. You can accept the warning message without compromising SSL security.

Tasks After you accept an assigned task, the task appears in the Tasks drop-down list.

Activate a task to work on by selecting the task from the Tasks drop-down list.Activating a task brings the window associated with that task to the foreground.If the associated task window is not running it is launched by the console.

A tasks is removed from the task list when the you mark the task as done:

• For email and generic tasks, the task’s application page may includea Done button; refer to the application’s documentation.

• For chat, the task is done when the chat dialog ends.

Agent Chats The Agent Chats drop-down list displays a list of your collaborativechats, both accepted and requested, including a label indicating if thechat is inbound or outbound. Activate a collaborative chat be selectingthe chat from the Agent Chats drop-down list.

If you are invited to join in a chat session (conference), the conferencechat is added to your Agent Chats drop-down list. After you accept theconference, the conference is added to the Tasks drop-down list andremoved from the Agent Chats drop-down list. The chat is removedfrom the list when the chat dialog ends

Buddies Initiate a collaborative chat using the Buddies list.

The Buddies drop-down list includes agents identified as buddies in your agentconfiguration. Add buddies on the Buddy List page of the Agent configuration.

To initiate a collaborative chat, select an agent from the Buddiesdrop-down list. A chat dialog box appears.

Note. You can only initiate a collaborative chat with an agent whoappears on your buddy list. However, if you appear on another agent’sbuddy list, that agent can intitiate a collaborative chat with you, evenif that agent is not one of your buddies.

My Queues The physical queues to which you can log on.


Chapter 10 Using PeopleSoft MultiChannel Console

To log on to a queue, select the queue from the My Queues drop-down list.

To change queues, select a new queue from the My Queues drop-down list.You will be logged off from the old queue, and logged on to the selected queue.

Add or delete queues on the Queues page of Agent configuration.

Presence The Presence drop-down list displays your current presence, andenables selection of a new presence:

• Active

• Inactive

Active and Inactive presence labels can be customized to moreclosely track agent activity. Edit your presence options on thePresence page of Agent configuration.

If you select an inactive presence, an icon appears in the upper left cornerof the MultiChannel Console. Changes in agent presence are loggedand include the customized presence description.

You can use hot key combinations to navigate between fields on the MultiChannel Console.

Hot Key Combination Meaning

ALT + A Agent chats

ALT + B Buddies

ALT + P Presence

ALT + Q My Queues

ALT + T Tasks

Working With Chat WindowsThis section describes the chat windows delivered with PeopleSoft MultiChannel Framework.

Using the Agent Chat WindowWhen you accept a chat task, a chat window opens.

The format of the agent chat window and the contents of its right pane are delivered as part ofPeopleSoft MultiChannel Framework. The content of the left pane is determined by applicationdevelopers, and is passed as a parameter to the InitChat() built-in function.



Agent chat window

The size and initial location of the agent chat window can be configured on theAgent Window Configuration page.

Conversation History The Conversation History lists line by line the progress of the chat.

If chat logging is enabled,the conversation is recorded in the database chatlog by the MCF log server. View the chat log at PeopleTools, MultiChannelFramework, Universal Queue, Administration, Chat Log.

If accessibility features are not turned off in Personalizations, anadditional text box appears below the conversation history. Themost recent customer input appears in the secondary text box, whichcan be read by screen reading software.

Template Messages The Template Messages drop-down list enables you to send thecustomer a standard message.

To send the template message, select a message from the drop-down list. Themessage text appears in the Input Text box. Click Send to send the message.

Edit template messages for each queue at PeopleTools, MultiChannelFramework, Universal Queue, Configuration, Queue, Chat Responses.



Input Text To respond to the customer, enter text into the Input Text box,then click Send or Enter.

The maximum size of the text that can be sent at one timeis 4096 bytes (4 kilobytes).

Send Click Send to send the contents of the Input Text box.

Exit Dialog Click Exit Dialog to end the chat.

The chat window remains open, allowing you to return to the page forfollow up work after the customer exits the dialog.

Static URL To push a static URL to the customer, select a URL name from theStatic URL drop-down box, then click Push.

URL Static URLs and grabbed URLs appear in the URL box.

Push Click Push to send the selected URL to the customer.

When a URL is pushed to a customer, a browser window for that URLis launched on the customer’s workstation.

Grab Click Grab to launch an application page from which a URL can bereturned to populate the URL field documented above.

The format of the URL wizard page that appears when you click Grabis defined by application developers. PeopleSoft supplies a sampleURL wizard page to demonstrate the functionality.

See Chapter 11, “Developing for PeopleSoft Multichannel Framework,”Using the URL Wizard, page 121.

Forward to Queue You can choose to forward the current chat to another queue. Selecta queue from the drop-down list and click Go.

You can only forward to another physical queue, and that physicalqueue must be served by same MCF cluster as the physical queuewhich assigned you the chat.

Invite Buddy You can request that another agent join in on the chat. Select an agentfrom the Invite Buddy drop-down list, and click Go.

The buddy must be logged on to a physical queue that is served by the sameMCF cluster as the physical queue that sent you this chat. Chat conferencingis only supported on customer-initiated chat sessions.

Using the Customer Chat WindowWhen a customer initiates a chat a chat window appears.



Customer Chat window

The format and content of the customer chat window is delivered as part of PeopleSoftMultiChannel Framework. The customer chat window includes a conversation history textbox, input text box, and Send and Exit Dialog buttons.

If accessibility features are not turned off in My Personalizations, an additional text boxappears below the conversation history. The most recent agent input appears in the secondarytext box, which can be read by screen reading software.

Input Text The customer inputs text into the Input Text area.

The maximum size of the text that can be sent at one timeis 4096 bytes (4 kilobytes).

Send Click Send to send the input text to the agent.



Exit Dialog Click Exit Dialog to end the chat and close the chat window.

Note. The agent collaborative chat window is substantially the same as the customer chat window.


CHAPTER 11

Developing for PeopleSoft MultichannelFramework


• Work with the sample pages

• Develop applications using PeopleSoft MultiChannel Framework and its associatedPeopleCode built-in functions and application package.

Required Portal ParametersApplications use the PeopleCode built-in function GenerateComponentContentRelURL() to buildthe relative URLs of the pages that appear (pop up) when the agent accepts a task. This built-intakes Portal Node as a parameter. This node must have a Content URI configured in the PeopleToolsPortal administration pages to ensure that the correct URL is generated.

Working With the Sample PagesThis section describes the functionality demonstrated on the PeopleSoftMultiChannel Framework sample pages:

• Customer Chat

• Generic Event

• Email

Accessing Sample Pages


Customer Chat PeopleTools, MultiChannelFramework, Universal Queue,Sample Pages, Customer Chat

Demonstrates a customer chatsession and built-in functions.


Developing for PeopleSoft Multichannel Framework Chapter 11


Generic Event PeopleTools, MultiChannelFramework, Universal Queue,Sample Pages, Generic Event

Demonstrates a generic eventnotification and built-in functions.

Email PeopleTools, MultiChannelFramework, Universal Queue,Sample Pages, Email

Demonstrates email retrieval,built-in functions, and applicationpackage classes.

Using the Customer Chat Sample PageAccess the Sample Pages, Customer Chat page.

This page demonstrates the InitChat() built-in function, including required and optional parameters.

This page is not intended for production use. On a typical application page, the developer includes a LiveHelp or Customer Chat button that calls the InitChat() built-in function and passes required parameters,including the context of the chat request. The sample customer chat page demonstrates values that canbe included in the InitChat() parameters. The user may not be prompted for any information.

Sample Pages Customer Chat page

To run a sample chat:

1. Log on to MultiChannel Console.

2. Open the Sample Pages, Customer Chat page.

3. Select the queue you are logged into from the Queue ID drop down list.


Chapter 11 Developing for PeopleSoft Multichannel Framework

The other fields are pre-populated with values that will generate a sample chat session. Youcan change the values as long as valid required values are included.

The User URL is a required field containing the application page URL to pop page on agent chat browser.

The Wizard URL is an optional field representing a Grab URL; the actual page isdetermined by InitChat() parameters.

The text box displays additional information for using the demo page, and any error messages.

4. Click Customer Chat.

The customer chat window pops up.

5. On the MultiChannel Console, click the flashing chat notification icon to accept the chat session.

The agent chat window pops up.

You can input text as both agent and customer to demonstrate chat functionality.

Using the URL WizardThe URL Wizard appears when Grab is clicked from the agent chat window during a chat session.Use the wizard to form a URL that will be pushed to the customer.

The URL Wizard page is a template that demonstrates construction of a URL and Pushand Push and Close functionality. The URL Wizard can be used as-is, or as the basis fordeveloping URL generation for your application.



Chat URL Wizard

URL Type Select the type of URL being grabbed from the URL Type drop-down list:

• Component—Select component URL to generate a PeopleSoftInternet Architecture component URL.

Component URL generation uses the PeopleCode built-in functionGenerateComponentContentRelURL.


• External—not currently used.

• Gen URL—not currently used.

• iScript—Select iScript URL to generate a PeopleSoft InternetArchitecture iScript URL.

iScript URL generation uses the PeopleCode built-in functionGenerateScriptContentRelURL.




Fields not required by the selected URL type are dimmed.

Show Relative URL Click Show Relative URL to display the relative URL generated bythe values you have entered into the page’s fields.

URL The URL text box displays the generated relative URL

Push Click Push to send the generated relative URL to the customer’s chat window.

The Push button demonstrates the functionality that must be includedin an application-specific URL wizard.

Push and Close Click Push and Close to send the generated relative URL to the customer’schat window and to close the URL Wizard.

The Push and Close button demonstrates the functionality that mustbe included in an application-specific URL wizard.

Using the Generic Event Sample PageAccess the Sample Pages, Generic Event page.

This page demonstrates a generic persistent event using the EnQueue() and NotifyQ() built-infunctions, including required and optional parameters.

This page is not intended for production use. On a typical application page, the developer includes anEnqueue or similar button that calls the EnQueue() built-in function and passes required parameters,including the context of the request. The sample customer chat page demonstrates values that can beincluded in the EnQueue() parameters. The user may not be prompted for any information.

Sample Pages, Generic Event page



To run a sample generic event:


2. Open the Sample Pages, Generic Event page.


4. Select the agent ID with which you are logged in from the Agent ID drop down list.

5. Select Generic task type.

6. Click Notify.

7. On the MultiChannel Console, click the flashing event notification icon to accept the event.

The Generic Event window pops up.

Using the Generic Event WindowThe format of the generic event window is determined by application developers. PeopleSoft supplies a samplegeneric event window to demonstrate the available functionality, including the DeQueue() built-in.

The size and initial location of the generic event window can be configured on theAgent Window Configuration page.

Sample Generic Event popup window

Description The Description window displays text from the generic event.

To Queue ID Select a queue to which the generic event will be forwarded.

Task ID Select the task ID of the generic event to forward.

To Agent ID Select the agent ID to whom the generic event will be forwarded.

Task Type Select the task type of the generic event to be forwarded.

Forward Click Forward to send the generic event to the selected agent or queue.

The Forward button demonstrates the functionality of theForward() built-in function.



Done Select Done to notify the REN server that you are done with this task.A message asks if you want to close the window.

The Done button demonstrates the functionality of the DeQueue()built-in function.

See AlsoPeopleCode Reference, “PeopleCode Built-in Functions”

Using the Email Sample PageThe email sample pages are intended for demonstration purposes, and should not be used in production.

EnQueue() and NotifyQ() may also be called from application engine batch programs.


Access the Sample Pages, Email page.

Sample Pages, Email page

Note. To fully demonstrate the functionality of the Email sample page, an email must be read andwritten to the email database, using the Email, GetMail — Server sample page.

To process a sample email:


2. Open the Sample Pages, Email page.


4. Select the agent ID with which you are logged in from the Agent ID drop down list.

5. Click Notify.

6. On the MultiChannel Console, click the flashing email notification icon to accept the email.

The email window pops up.



Using the Email WindowThe format of the email window is determined by your application developers. PeopleSoft suppliesa sample email event window to demonstrate the available functionality.

The size and initial location of the email event window can be configured on theAgent Window Configuration page.

Sample Email popup window

To Queue ID To forward the email to another queue, select a queue ID fromthe drop-down list and click Forward.

To Agent ID To forward the email to another agent, select an agent ID fromthe drop-down list and click Forward.

Forward Click Forward to forward the email to the specified queue or agent.

This Forward button demonstrates the functionality of theForward() built-in function.

Done To exit from the email and remove the email from the queue, click Done.



The Done button demonstrates the functionality of the DeQueue() built-in.

Email Parts If an email has been broken into parts stored in the email database, orhas an attachment, they can be accessed here.

See AlsoChapter 12, “Mail Classes,” page 129

PeopleCode Reference, “PeopleCode Built-in Functions”

MCF PeopleCode Built-in FunctionsPeopleSoft MultiChannel Framework uses several PeopleCode built-in functions. Application developersuse these built-ins to communicate task requests and parameters to the queue server. For example, useInitChat code behind a pushbutton on an application page to initiate a chat session with an agent.

The built-ins are:

• DeQueue

Use DeQueue to notify the queue server that an enqueued task has been completedand to remove the task from the queue.

• EnQueue

Use EnQueue to add a task to an active physical queue belonging to the specified logical queue.

• Forward

Use Forward to transfer a task from one agent to another agent or another logical queue.

• InitChat

Use InitChat to place a customer chat request on a queue.

• NotifyQ

Use NotifyQ to notify the queue server of a task enqueued by EnQueue.



CHAPTER 12

Mail Classes

This chapter provides an overview of the Mail classes and discusses the following topics:

Scope of the Mail classes.

Data types of the Mail classes.

How to import the Mail classes.

How to create a Mail object.

Mail class reference.

Understanding the MultiChannel Framework Mail ClassesPeopleTools delivers the PT_MCF_MAIL application package, which contains the following classes:

• MCFGetMail Class

• MCFMailStore Class

The mail classes are used to develop applications to fetch and delete emails on the mail server, manage them inyour PeopleSoft database, and access the attachment repository. By using the mail classes, developers arenot required to know the details of the GETMAILTARGET connector or the database schema.

All of the mail classes have code examples in the sample pages delivered under the MultiChannel Frameworkmenu. However, PeopleSoft expects that most implementations will be a combination of batch ApplicationEngine programs and online pages. This chapter assumes that the reader has a working knowledge ofPeopleCode, Application Engine, and the PeopleSoft MultiChannel Framework.

Scope of the Mail ClassesThe mail classes can be instantiated only from PeopleCode.

The mail classes can be called from a component, an Internet script, or an Application Engine program.

Mail classes can be of Local, Global, or Component scope.


Mail Classes Chapter 12

Data Types of the Mail ClassesEvery mail class is its own data type, that is, get mail objects are declared as data type MCFGetMail,store mail objects are declared as type MCFStoreMail, and so on.

The following are the data types of the mail classes:

• MCFGetMail

• MCFStoreMail

How to Import the Mail ClassesThe Mail Classes are not built-in classes, like Rowset, Field, Record, and so on. They are Application Classes.Before you can use these classes in your PeopleCode program, you must import them to your program.

An import statement names either all the classes in a package or one particular application class.

The application package PT_MCF_MAIL contains the following classes:

• MCFGetMail

• MCFStoreMail

To import all of the mail classes, the import statement you should use is as follows:

import PT_MCF_MAIL:*;

Using an asterisk after the package name makes all the application classes directly contained in thenamed package available. Application classes contained in subpackages of the named package are notmade available. The PT_MCF_MAIL application package contains no subpackages.

See AlsoPeopleCode Reference, “Application Classes”

How to Create a Mail ObjectAfter you’ve imported the mail classes, you instantiate an object of one of those classes usingthe constructor for the class and the Create function.

The following example creates a new instance of the MCFGetMail class, as the variable &gm, with local scope:

Local MCFGetMail &gm = create MCFGetMail();


Chapter 12 Mail Classes

MCFGetMail ClassThe MCFGetMail class enables you to retrieve email from your mail server and load it in a rowset. After youhave decided that an email needs to be saved to the PeopleSoft database, use MCFStoreMail class.

This section covers the following topics:

• Rowset structure.

• Error messages common to all MCFGetMail methods.

Understanding the Rowset used for Email InformationIt’s important to understand the structure of the rowset that contains email information. The followinglist describes the different levels of the rowset, and what each level contains.

Level 0 The first row at level 0 is empty except it does contain the number of rowscontained within level 0 and return status. The first row contains the returnstatus for the entire batch of emails. Apart from the return status of thewhole batch, each individual row has its own EMAIL_RET_STATUS. Whena fatal error occurs, such as a connector size overflow, an IB overflow,or an error accessing the attachment repository, the return status is copiedto the first row. Subtle errors like unsupported encoding for a part of aindividual email appear in the return status of that email only. Each rowafter the first row contains information about an individual email, such asthe header information, the time received, and so on.

Level 1 Level 1 is where the parts of an email reside. The level 1 child rowsetsare linked to the parent rowset in level 0 by the MCF_EMAIL_ID,a unique ID assigned by PeopleSoft.

Note. MIME (Multipurpose Internet Mail Extensions) is an Internet standard for representingmultipart and multimedia data in email. It enables email to be exchanged between different emailsystems. The parts may be nested. PeopleSoft embeds the Sun JavaMail API to implement supportfor the MIME standard. However, all parts of an mail are represented in PeopleSoft as level 1rowsets, regardless of the heirarchy that existed in the original email.

The following table describes the fields within the rowset at level 0.

Field Description

MCF_ATTACH_LIST Contains a list of all the file names that are attachments for a particularemail.

Multiple items are separated by a semicolon (;).



Field Description

MCF_IS_ATT_URL This is a boolean value indicating whether the email body is located in theMCF_EMAIL_TEXT or in the attachment repository.

If this value is 1 (True), the email body is located on the attachmentrepository can be accessed using the MCF_ATT_URL value.

If this value is 0 (False), then the email body is located inMCF_EMAIL_TEXT.

MCF_ATT_URL This URL enables you to view an attachment. This URL is viewable onlyif the corresponding email has been authorized for the current user.

This value is a relative URL. The URL becomes “fully-qualified” onlyafter the rowset has been saved to the PeopleSoft database and then laterretrieved using the MCFStoreMail class.

The following is a sample URL:

http://sundance.peoplesoft.com/PSAttachServlet/ps/mcfdev1/39297_31030554591_1.gif?contentType=image/gif

where

• mcfdev1 is the mail user name.

• 39297__31030554591_1.gif is the file name in the attachmentrepository.

• contentType is used by the browser to open a viewer associated withthis type.

The filename of the downloaded attachment is constructed by using theemail’s UID and the part number.

Warning! Downloading the same emails twice from the mail serveroverwrites the associated files in the repository. If the same email isstored twice in the PeopleSoft database, the system creates two separaterows. If you delete either one of these rows, the system deletes theassociated files in the repository. To avoid this situation, delete emailsfrom the mail server after you have retrieved them.

See Chapter 12, “Mail Classes,” AuthorizeEmailAttach, page 143.

MCF_IBNODE_NAME Identifies the name of the Integration Broker node that received the email,such as MCF_GetMail.

The system uses this value to construct the fully-qualified URL requiredfor viewing attachments.

MCF_ATTACH_SIZES Indicates the size of the attachments associated with an email.

Multiple values are separated by a semicolon (;).

The attachment sizes appear in the same order as the file names inMCF_ATTACH_LIST.



Field Description

MCF_EMAIL_FROM Indicates the email account that sent the email, such [email protected].

MCF_DTTM_RECV Indicates the time that the mail server received the email.

Warning! If you are using a POP3 mail server, this field may not bepopulated.

MCF_OFFSET_RECV Time zone of the mail server that received this email.

Note. This field contains the time zone of the Integration Gateway used tofetch this email.

MCF_DTTM_SENT Indicates the time that the email was sent.

MCF_OFFSET_SENT Time zone of the mail server that sent this email.

Note. Currently, this field contains the time zone of the IntegrationGateway used to fetch this email.

MCF_DTTM_SAVED Records the date and time that the PeopleSoft system saved an email tothe PeopleSoft database.

If you use a POP3 mail server, PeopleSoft recommends using this value asthe base, or starting point, for any time-sensitive transactions.

MCF_EMAIL_SENDER This is the “reply to” address. This supports a mail feature in which userscan send an email from one account, but when the receiver chooses toreply, the system addresses the email to a different account. For instance,sales representatives may send an email from their personal emailaccount, as in [email protected], but when customers reply, theemail is addressed to [email protected].

MCF_EMAIL_TEXT The text that was delivered in the body of the email.

When the email text is downloaded to the repository, this field contains awarning message. Otherwise, the email body is contained in this field.

Check the MCF_IS_ATT_URL value to determine whether your emailtext resides in this field or the attachment repository.

PeopleSoft relies on the originating email client embedding encodinginformation to determine character set. For example, Content-type:text/plain; charset=Big5

MCF_NOTIFY_CC Indicates the parties who were copied (carbon copied) on the email.Multiple addresses are separated by a semicolon (;).



Field Description

MCF_NOTIFY_TO Indicates the parties who received the email. Multiple addresses areseparated by a semicolon (;).

MCF_UID_LIST This contains a unique identifier created by POP3 or an IMAP4 mailserver. It is guaranteed to be unique within a particular mail box.

Note. The DeleteMail method also uses this value when deleting a listof emails. When deleting emails, this field can contain multiple valuesseparated by a space.

MCF_WL_SUBJECT Contains the subject of the email.

PeopleSoft relies on the originating email client embedding encodinginformation to determine character set?

For example: Email Subject: Subject:=?Big5?B?uvuqwLBPqsy67qZYs/i+yS+kpLDqqXik6Ldztdg=?==?Big5?B?uvSlSKTOpEilwbr0MzCk6bVvqu2q+KTloUGkaqRP?==?Big5?B?scCxUqa/v0GlwQ==?=

where ?Big5? is the prefixed encoding information.

MCF_RET_STATUS This is where the system stores the return status of a particular Mail classmethod.

MCF_EMAIL_STATUS Note. This field is not currently used.

MCF_NUMROWS Indicates the number of rows (level 1 child rowsets) that contain partsof a particular email. For example, if an email has two child rowsetsassociated with it at level 1, this value would be 2.

Note. For row 1 of the level 0 rowset, this field reflects the number ofemails in this rowset. If you fetch 10 emails, the rowset will contain 11rows, but the MCF_NUMROWS value in row 1 will equal 10. Row 1 ofthe level 0 rowset never contains an email.

MCF_EMAIL_MSG This is the globally unique identifier for this email. This ID is generatedby the mail server that sent this email. The message sizes returned byPOP3 and IMAP4 are different.

MCF_REF_IDS Note. This field is not currently used.

MCF_REPY_IDS Note. This field is not currently used.

MCF_MSG_SIZE The total size of the entire email. This value includes the sizes ofattachments.



Field Description

MCF_EMAIL_LANG This value reflects the language code of the Integration Broker node thatreceived this email.

Note. PeopleSoft recommends setting up email accounts that arededicated to one language such as, [email protected] [email protected]. This enables you to anticipatethe language of the email you read into your system. In turn, configureseparate Integration Broker nodes to handle each of the languages yousupport. There are no language recognition procedures within thePeopleSoft system.

MCF_USER The user account (mail box) on the mail server that received the email.

MCF_SERVER The mail server that received the email.

The following table describes the fields within the rowset at level 1. This rowset contains the parts of the email.

Field Description

MCF_CONTENT_TYPE Content type of the email part. For example, contenttypes can include text/plain, text/html, image/gif.

MCF_ATT_URL This is the URL of an associated attachment in theattachment repository.

This URL is a relative value when this rowset is firstreceived from the mail server and stored in the database.It only becomes a fully-qualified URL once you retrievethe rowset using the MCFStoreMail class.

Keeping the URL a relative value enables you to makechanges within the system without breaking the URL.

MCF_IS_ATT_URL This is a boolean value indicating whether the emailpart is located in the MCF_EMAIL_TEXT or on theattachment repository.

If this value is 1 (True), the email part can be accessedusing the MCF_ATT_URL value.

If this value is 0 (False), then the email part is located inMCF_EMAIL_TEXT.



Field Description

MCF_FILENAME The file name for an attachment, such as revenue.xls orresume.doc. The file name can be used as a read-onlylabel on the page used by end users to view attachments.For example, the file name may appear next to the linkthat opens the attachment.

Note. Not all parts have file names.

MCF_FILE_DATA Note. This field is not currently used.

MCF_EMAIL_TEXT Contains the text content of the email part.

Note. Although the same rowset structure is used for retrieving email from the mail server and for retrievingemail from the PeopleSoft database, not all of the fields apply to each situation. For example, when you firstretrieve email from the mail server, the rowset does not contain the fully qualified URL to any attachments.

Note. After an email is saved to the database, always use the methods in application package classMailStore to access the email. Do not read directly from the mail tables.

Error Messages returned by MCFGetMail Class MethodsThe GetMail Integration Broker connector returns message codes denoting status. These return codes apply toall the methods within the MCFGetMail class. The following are returned in MCF_RET_STATUS field.

0 Success.

1 Connector size overflow.

The size of the email requested exceeds the value in MCF_EmSz_Conn.

In the case, the system returns the header information for thisemail with the return status set to 1.

See Chapter 8, “Configuring the Email Channel,” ConfiguringGETMAILTARGET Properties, page 93.

2 Integration Broker threshold size overflow.

The size of the email requested excees the value in MCF_EmSz_IB.

This happens when the size of the XML message constructed to transferemails from the mail server to the database exceeds the threshold value.

If there are any more emails to be processed in the current batch, thesystem does not fetch them from the mail server. For example, supposeyour program fetches 20 emails at a time from the mail server, and thiserror occured on the 10th email. In this case, the system would process the10th email, but emails 11–20 would still be on the mail server.



See Chapter 8, “Configuring the Email Channel,” ConfiguringGETMAILTARGET Properties, page 93.

3 Cannot delete all the messages from the mail server.

4 Connecting to the mail server failed.

5 The attachments to be deleted not found.

6 At least one attachment cannot be deleted.

7 Unsupported encoding.

8 Cannot write to the attachment repository.

9 Messages downloaded to repository and deleted from mail server.

This status code occurs when an exception occurs in the Integration Brokerwhile storing the emails to the database. The exception might occur due toinvalid characters in the email. If the email is left on the mail server thesame exception will occur repeatedly, preventing you from fetching furtheremails. Because the header might contain these invalid characters also, onlyMCF_RET_STATUS, MCF_MSG_SIZE, MCF_UID_LIST, date time fields,MCF_IS_ATT_URL, MCF_ATT_URL are set. There is no way to determinewhich email caused the exception so the system writes all the emails to therepository. All the emails in the batch are deleted from the mail server.

MCFGetMail Class Import StatementsHere is the import statement:

import PT_MCF_MAIL:MCFGetMail;

MCFGetMail Class MethodsIn this section, we discuss the MCFGetMail class methods.

GetEmailCountSyntaxGetEmailCount(user, password, server, node)

DescriptionGetEmailCount enables you to determine the number of emails currently stored in a particularemail account. GetEmailCount does not distinguish between read and unread email. Youcan use this value to set limits on loops in your program.



Parameters

Parameter Description

user The user name on the mail server, such as “support” or “john_doe”.

password The password associated with the specified user name.

server The name of the mail server handling the specified user account.

node The Integration Broker node on which the request executes.

Note. If the value of any of these parameters is null, the method uses default values stored on thespecified node. If the node is not specified, the Integration Broker returns an error.

ReturnsReturns the total number of emails stored on the mail server for a particular email account. If the return is –4the system could not connect to the mail server using the user name and password passed in the parameter list.

ExampleLocal number &email_count;

&email_count = &gm.GetEmailCount(&username, &passwd, &mailserver,

&node);

ReadAllEmailHeadersWithAttachSyntaxReadAllEmailHeadersWithAttach(user, password, server, node)

DescriptionUse ReadAllEmailHeadersWithAttach to read the headers of all of the emails and a list of associatedattachments that are currently stored on the mail server for a particular email account. The details about theemails are returned in the level 0 rowset. The actual emails and any associated attachments are not returned.

This method is designed to be used as a “screening” method, which enables you to determine whether ornot you want to store an email in your PeopleSoft system. For example, if you determine that an email is“junk” mail, you could delete it from your mail server. After you determine the “good” email through theheader information, you can retrieve the physical email and attachments of the “good” emails.



Parameters







ReturnsThis method returns rowsets containing email headers.

Exampleimport PT_MCF_MAIL:*;

Local MCFGetMail &gm;

Local Rowset &emails_rs;

&emails_rs = &gm.ReadAllEmailHeadersWithAttach(&username, &passwd, &mailserver

&node);

ReadEmailWithAttachSyntaxReadEmailWithAttach(User, password, server, node, UID)

DescriptionUse the ReadEmailWithAttach method to read and return an email based on a UniqueIdentifier (UID) for the specific email to be read. If there are any attachments associated withthis email, ReadEmailWithAttach fetches those as well.



Parameters






UID The Unique Identifier (UID) of the email. A UID is only unique within a particularuser account. POP3 and IMAP 4 mail servers automatically create a UID for anemail when the server receives the email.


ReturnsThis method returns an email within a rowset. Level 1 of the rowset contains the email parts. Level0 row 1 only contains values for MCF_NUMROWS and MCF_RET_STATUS.




&emails_rs = &gm.ReadEmailWithAttach(&username, &passwd, &mailserver, &node, &UID);

ReadEmailsWithAttachSyntaxReadEmailsWithAttach(User, password, server, node, count)

DescriptionThe ReadEmailsWithAttachmethod reads the number of emails specified by count for a particular useraccount. If there are attachments associated with an email, this method reads the attachments as well.



Parameters






count Specifies the number of emails to read. If count = 0, the method reads all the emails ofthe user account. If count > 0, the method reads the number specified. For example, ifcount = 10, the method reads 10 emails.


ReturnsThis method returns an email within a rowset. Level 1 of the rowset contains the email parts. Level0 row 1 only contains values for MCF_NUMROWS and MCF_RET_STATUS.




&emails_rs = &gm.ReadEmailsWithAttach(&username, &passwd, &mailserver

&node, &email_count);

RemoveEmailSyntaxRemoveEmail(user, password, server, node, UID list)

DescriptionBased on values in the UID list, RemoveEmail deletes emails from the user account on the mail server.It is important to delete emails from the mail server once it is read into the PeopleSoft system. If youdo not delete the emails from the mail server after it is read into PeopleSoft, the next time you retrieveemail from the mail server, the rowset contains the same collection of email.



Parameters






UID list The UID list contains the unique identifier values for the emails that need to be deletedfrom the mail server. The list can contain multiple values separated by a space.


ReturnsA Boolean value, indicating the status of the deletion process. If the email has been successfully,this method returns True. Otherwise the method returns False.

ExampleLocal MCFGetMail &GM;

Local boolean &del_status;

Local string &uid_list = "";

Local string &msg_str;

If (&uid_list <> "") Then

&del_status = &GM.RemoveEmail(&user, &password, &server, &ibnode, &uid_list);

&msg_str = "Email(s) deleted from the Mail Server with UID = " | &uid_list;

MessageBox(0, "", 0, 0, &msg_str);

End-If;

MCFMailStore ClassUse the MCFMailStore class to write emails to the PeopleSoft database and to retrieveemails from the PeopleSoft database.

Note. When writing emails to the PeopleSoft database, it is assumed that you have previouslyused the MCFGetMail class to retrieve email into memory. You use the MCFMailStore classimmediately after to save the rowset(s) to the database.

MCFMailStore Import StatementsHere is the import statement:



import PT_MCF_MAIL:MCFStoreMail;

MCFMailStore MethodsIn this section, we discuss the MCFMailStore class methods.

AuthorizeEmailAttachSyntaxAuthorizeEmailAttach(email ID, authentication name, authentication type, operation)

DescriptionUse AuthorizeEmailAttach to authorize a user or a PeopleSoft role to view any attachments associated withan email. By default, no user or role is authorized to view an email; you must explicitly grant authorizationwith this method. This method authorizes email and the associated attachments one at a time.

Note. If you specify “ALL” as the user, any user can view the attachments for an email.

Parameters


email ID The unique email ID for the email. This is the PeopleSoft email ID, not the UIDissued by the mail server.

authentication name The name of the PeopleSoft user profile or role that needs to be authorized to viewthe attachments.

authentication type Specify the type security definition entered as the authentication name.

• Specify 2 to indicate a user profile.

• Specify3 to indicate a role.

operation Specify the type of authoization operation. The following list contains the supportedoperations. You either add add or delete user or role authorization.

• 1 = ADD

• 2 = DELETE

ReturnsReturns a boolean value: True for success, False otherwise.

Example&ms = create MCFMailStore();

&status = &ms.AuthorizeEmailAttach(&emailid, "MCFUser", 2, 1);



DeleteEmailSyntaxDeleteEmail(email ID, forced delete)

DescriptionDeletes the specified email from the PeopleSoft database and corresponding attachments from the repository.

Parameters


email ID The PeopleSoft email ID used to uniquely identify each email within the PeopleSoftdatabase.

forced delete This parameter is used to set the forced delete flag. It is a boolean value. A forceddelete ensures that the deletion process continues even in cases where the processencounters issues or errors related to an email. For example, with forced deleteenabled, the deletion process would continue even though the attachments of theemail cannot be found or do not exist.True means "force delete" and False means "do not force delete if there is an error indeleting this email.”

ReturnsReturns a boolean value. True for success, False otherwise.

ExampleLocal MCFMailStore &ms;

&ms = create MCFMailStore();

&forcedel = True;

&status = &ms.DeleteEmail(&emailid, &forcedel);

RetrieveEmailSyntaxRetrieveEmail(email ID)

DescriptionUse RetrieveEmail to read email from the PeopleSoft database.

Parameters


email ID Specify the PeopleSoft email ID that uniquely identifies an email within thePeopleSoft database.



ReturnsReturns a rowset.

Example

Local MCFMailStore &ms;

Local Rowset &EMAIL_ROWSET;

&ms = create MCFMailStore();

&EMAIL_ROWSET = &ms.RetrieveEmail(&emailid);

StoreEmailSyntaxStoreEmail(&rowset, row)

DescriptionThe StoreEmail method takes an email retrieved from the mail server and inserts it into the PeopleSoftdatabase. PeopleSoft stores the contents or pieces of the email in rowsets and child rowsets.

Parameters


&rowset Specify the rowset containing the contents of an email. The rowset should be therowset used by the MCFGetMail class to retrieve emails from the mail server. Therowset should be an already instantiated rowset.

Note. The first row of the rowset is empty. The first email in the rowset has a rowvalue of 2.

row The row number in which the email data is stored.

Note. Keep in mind that the first row is always empty. Row 2 always contains the firstemail of the rowset.

ReturnsReturns a PeopleSoft email ID that will act as the unique key for a particular email aslong as it resides within the PeopleSoft database.

Returns 0 if an error occurred.

ExampleLocal MCFGetMail &GM;

Local Rowset &rs;

Local number &nemails;

Local string &email_id;

&GM = create MCFGetMail();

&rs = &GM.ReadEmailsWithAttach(&user, &password, &server, &ibnode,

&count);



/* Get the number of emails in the recordset from MCF_NUMROWS field */

&nemails = &rs.GetRow(1).GetRecord(Record.MCFEM_RES_MAIN).GetField

(Field.MCF_NUMROWS).Value;

If (&nemails > 0) Then

/* First row in the rowset is for header info only. Start writing from

second row */

For &i = 1 To &nemails

&email_id = &ms.StoreEmail(&rs, &i + 1);

If (&email_id <> 0) Then

/* Store was successful - email ID returned = &email_id */

Else

/* Error in storing email */

End-If;

End-For;

End-If;

Mail Classes ConstructorsThe following section provides examples of the Mail class constructors.

MCFGetMailExample

Local MCFGetMail &gm = create MCFGetMail();

MCFStoreMailExample

Local MCFGetMail &sm = create MCFStoreMail();


Glossary of PeopleSoft Terms

absence entitlement This element defines rules for granting paid time off for valid absences, such as sicktime, vacation, and maternity leave. An absence entitlement element defines theentitlement amount, frequency, and entitlement period.

absence take This element defines the conditions that must be met before a payee is entitledto take paid time off.

account You use an account code to record and summarize financial transactions asexpenditures, revenues, assets, or liabilities balances. The use of this deliveredPeopleSoft ChartField is typically defined when you implement PeopleSoft GeneralLedger.

accounting class In PeopleSoft Enterprise Performance Management, the accounting class defines howa resource is treated for generally accepted accounting practices. The Inventoryclass indicates whether a resource becomes part of a balance sheet account, such asinventory or fixed assets, while the Non-inventory class indicates that the resource istreated as an expense of the period during which it occurs.

accounting date The accounting date indicates when a transaction is recognized, as opposed to the datethe transaction actually occurred. The accounting date and transaction date can be thesame. The accounting date determines the period in the general ledger to which thetransaction is to be posted. You can only select an accounting date that falls within anopen period in the ledger to which you are posting. The accounting date for an itemis normally the invoice date.

accounting entry A set of related debits and credits. An accounting entry is made up of multipleaccounting lines. In most PeopleSoft applications, accounting entries are alwaysbalanced (debits equal credits). Accounting entries are created to record accruals,payments, payment cancellations, manual closures, project activities in the generalledger, and so forth, depending on the application.

accounting split The accounting split method indicates how expenses are allocated or divided amongone or more sets of accounting ChartFields.

accumulator You use an accumulator to store cumulative values of defined items as they areprocessed. You can accumulate a single value over time or multiple values overtime. For example, an accumulator could consist of all voluntary deductions, or allcompany deductions, enabling you to accumulate amounts. It allows total flexibilityfor time periods and values accumulated.

action reason The reason an employee’s job or employment information is updated. The actionreason is entered in two parts: a personnel action, such as a promotion, termination,or change from one pay group to anotherand a reason for that action. Action reasonsare used by PeopleSoft Human Resources, PeopleSoft Benefits Administration,PeopleSoft Stock Administration, and the COBRAAdministration feature of theBase Benefits business process.

activity In PeopleSoft Enterprise LearningManagement, an instance of a catalog item deliverymethodit may also be called a class. The activity defines such things as meeting timesand locations, instructors, reserved equipment and materials, and detailed costs thatare associated with the offering, enrollment limits and deadlines, and waitlistingcapacities.

allocation rule In PeopleSoft Enterprise Incentive Management, an expression within compensationplans that enables the system to assign transactions to nodes and participants. Duringtransaction allocation, the allocation engine traverses the compensation structure


Glossary

from the current node to the root node, checking each node for plans that containallocation rules.

alternate account A feature in PeopleSoft General Ledger that enables you to create a statutory chartof accounts and enter statutory account transactions at the detail transaction level, asrequired for recording and reporting by some national governments.

application agent An application agent is an online agent that is loaded into memory with a PeopleSoftpage. It detects when a business rule has been triggered and determines the appropriateaction.

asset class An asset group used for reporting purposes. It can be used in conjunction with the assetcategory to refine asset classification.

attachment In PeopleSoft Enterprise LearningManagement, nonsystem-defined electronicmaterial that supplements a learning resource, such as an equipment items userhandbook or the site map of a large facility.

background process In PeopleSoft, background processes are executed through process-specific COBOLprograms and run outside theWindows environment.

benchmark job In PeopleSoft Workforce Analytics, a benchmark job is a job code for which there iscorresponding salary survey data from published, third-party sources.

branch A tree node that rolls up to nodes above it in the hierarchy, as defined in PeopleSoftTree Manager.

budgetary account only An account used by the system only and not by users; this type of account doesnot accept transactions. You can only budget with this account. Formerly calledsystem-maintained account.

budget check In commitment control, the processing of source transactions against control budgetledgers, to see if they pass, fail, or pass with a warning.

budget control In commitment control, budget control ensures that commitments and expendituresdon’t exceed budgets. It enables you to track transactions against correspondingbudgets and terminate a document’s cycle if the defined budget conditions are not met.For example, you can prevent a purchase order from being dispatched to a vendor ifthere are insufficient funds in the related budget to support it.

budget period The interval of time (such as 12 months or 4 quarters) into which a period is dividedfor budgetary and reporting purposes. The ChartField allows maximum flexibility todefine operational accounting time periods without restriction to only one calendar.

business event In PeopleSoft Sales Incentive Management, an original business transaction or activitythat may justify the creation of a PeopleSoft Enterprise Incentive Management event(a sale, for example).

catalog item In PeopleSoft Enterprise LearningManagement, a specific topic that a learner canstudy and have tracked. For example, Introduction to Microsoft Word. A catalog itemcontains general information about the topic and includes a course code, description,categorization, keywords, and delivery methods.

category In PeopleSoft Enterprise LearningManagement, a way to classify catalog items so thatusers can easily browse and search relevant entries in the learning catalog. Categoriescan be hierarchical.

ChartField A field that stores a chart of accounts, resources, and so on, depending on thePeopleSoft application. ChartField values represent individual account numbers,department codes, and so forth.

ChartField balancing You can require specific ChartFields to match up (balance) on the debit and the creditside of a transaction.


Glossary

ChartField combination edit The process of editing journal lines for valid ChartField combinations based onuser-defined rules.

ChartKey One or more fields that uniquely identify each row in a table. Some tables contain onlyone field as the key, while others require a combination.

child In PeopleSoft Tree Manager trees, a child is a node or detail on a tree linked toanother, higher-level node (referred to as the parent). Child nodes can be rolled upinto the parent. A node can be a child and a parent at the same time depending on itslocation within the tree.

Class ChartField A ChartField value that identifies a unique appropriation budget key when youcombine it with a fund, department ID, and program code, as well as a budget period.Formerly called sub-classification.

clone In PeopleCode, to make a unique copy. In contrast, to copymay mean making anew reference to an object, so if the underlying object is changed, both the copy andthe original change.

collection To make a set of documents available for searching in Verity, you must first createat least one collection. A collection is set of directories and files that allow searchapplication users to use the Verity search engine to quickly find and display sourcedocuments that match search criteria. A collection is a set of statistics and pointersto the source documents, stored in a proprietary format on a file server. Because acollection can only store information for a single location, PeopleSoft maintains a setof collections (one per language code) for each search index object.

compensation object In PeopleSoft Enterprise Incentive Management, a node within a compensationstructure. Compensation objects are the building blocks that make up a compensationstructure’s hierarchical representation.

compensation structure In PeopleSoft Enterprise Incentive Management, a hierarchical relationship ofcompensation objects that represents the compensation-related relationship betweenthe objects.

configuration parametercatalog

Used to configure an external system with PeopleSoft. For example, a configurationparameter catalog might set up configuration and communication parameters for anexternal server.

configuration plan In PeopleSoft Enterprise Incentive Management, configuration plans hold allocationinformation for common variables (not incentive rules) and are attached to a nodewithout a participant. Configuration plans are not processed by transactions.

content reference Content references are pointers to content registered in the portal registry. These aretypically either URLs or iScripts. Content references fall into three categories: targetcontent, templates, and template pagelets.

context In PeopleSoft Enterprise Incentive Management, a mechanism that is used todetermine the scope of a processing run. PeopleSoft Enterprise Incentive Managementuses three types of context: plan, period, and run-level.

corporate account Equivalent to the Account ChartField. Distinguishes between the chart of accountstypically used to record and report financial information for management,stockholders, and the general public, as opposed to a chart of statutory (alternate)accounts required by a regulatory authority for recording and reporting financialinformation.

cost profile A combination of a receipt cost method, a cost flow, and a deplete cost method. Aprofile is associated with a cost book and determines how items in that book arevalued, as well as how the material movement of the item is valued for the book.

cost row A cost transaction and amount for a set of ChartFields.


Glossary

data acquisition In PeopleSoft Enterprise Incentive Management, the process during which rawbusiness transactions are acquired from external source systems and fed into theoperational data store (ODS).

data elements Data elements, at their simplest level, define a subset of data and the rules by whichto group them.

For Workforce Analytics, data elements are rules that tell the system what measures toretrieve about your workforce groups.

data row Contains the entries for each field in a table. To identify each data row uniquely,PeopleSoft applications use a key consisting of one or more fields in the table.

data validation In PeopleSoft Enterprise Incentive Management, a process of validating and cleansingthe feed data to resolve conflicts and make the data processable.

DAT file This text file, used with the Verity search engine, contains all of the information fromdocuments that are searchable but not returned in the results list.

delivery method In PeopleSoft Enterprise LearningManagement, identifies a learning activitys deliverymethod type. An activity can have one or more delivery methods.

delivery method type In PeopleSoft Enterprise LearningManagement, specifies a method that yourorganization uses to deliver learning activities, for example, scheduled or self-pacedlearning.

distribution The process of assigning values to ChartFields. A distribution is a string of ChartFieldvalues assigned to items, payments, and budget amounts.

double byte character If youre working with Japanese or other Asian employees, you can enter theemployee’s name using double-byte characters. The standard double byte character setname format in PeopleSoft applications is: [last name] space [first name].

dynamic tree A tree that takes its detail valuesdynamic detailsdirectly from a table in the database,rather than from a range of values entered by the user.

edit table A table in the database that has its own record definition, such as the Department table.As fields are entered into a PeopleSoft application, they can be validated against anedit table to ensure data integrity throughout the system.

effective date Amethod of dating information in PeopleSoft applications. You can predateinformation to add historical data to your system, or postdate information in order toenter it before it actually goes into effect. By using effective dates, you don’t deletevalues; you enter a new value with a current effective date.

EIM job Abbreviation for Enterprise Incentive Management job. In PeopleSoft EnterpriseIncentive Management, a collection of job steps that corresponds to the steps in anorganizations compensation-related business process. An EIM job can be stopped toallow manual changes or corrections to be applied between steps, and then resumedfrom where it left off, continuing with the next step. A run can also be restartedor rolled back.

EIM ledger Abbreviation for Enterprise Incentive Management ledger. In PeopleSoft EnterpriseIncentive Management, an object to handle incremental result gathering within thescope of a participant. The ledger captures a result set with all of the appropriate tracesto the data origin and to the processing steps of which it is a result.

equipment In PeopleSoft Enterprise LearningManagement, resource items that can be assignedto a training facility, to a specific training room, or directly to an activity session.Equipment items are generally items that are used (sometimes for a fee) and returnedafter the activity is complete.


Glossary

event Events are predefined points either in the application processor flow or in the programflow. As each point is encountered, the event activates each component, triggering anyPeopleCode program associated with that component and that event. Examples ofevents are FieldChange, SavePreChange, and OnRouteSubscription. In PeopleSoftHuman Resources, event also refers to incidents that affect benefits eligibility.

event propagation process In PeopleSoft Sales Incentive Management, a process that determines, through logic,the propagation of an original PeopleSoft Enterprise Incentive Management event andcreates a derivative (duplicate) of the original event to be processed by other objects.Sales Incentive Management uses this mechanism to implement splits, roll-ups, and soon. Event propagation determines who receives the credit.

external system In PeopleSoft, any system that is not directly compiled with PeopleTools servers.

fact In PeopleSoft applications, facts are numeric data values from fields from a sourcedatabase as well as an analytic application. A fact can be anything you want to measureyour business by, for example, revenue, actual, budget data, or sales numbers. Afact is stored on a fact table.

filter In PeopleSoft applications, a filter creates a subset of information. Filters are used intemplates to limit your information from a pick list of attribute values.

generic process type In PeopleSoft Process Scheduler, process types are identified by a generic processtype. For example, the generic process type SQR includes all SQR process types,such as SQR process and SQR report.

group Any set of records associated under a single name or variable in order to runcalculations in PeopleSoft business processes. In PeopleSoft Time and Labor, forexample, employees are placed in groups for time reporting purposes.

homepage Users can personalize the homepage, or the page that first appears when they accessthe portal.

incentive object In PeopleSoft Enterprise Incentive Management, the incentive-related objects thatdefine and support the PeopleSoft Enterprise Incentive Management calculationprocess and results, such as plan templates, plans, results data, user interaction objects,and so on.

incentive rule In PeopleSoft Sales Incentive Management, the commands that act on transactions andturn them into compensation. A rule is one part in the process of turning a transactioninto compensation.

key One or more fields that uniquely identify each row in a table. Some tables contain onlyone field as the key, while others require a combination.

learner group In PeopleSoft Enterprise LearningManagement, a group of learners within the samelearning environment that share the same attributes, such as department or job code.

learning activity See activity.

learning history In PeopleSoft Enterprise LearningManagement, a self-service repository for all of alearner’s completed learning activities.

learning plan In PeopleSoft Enterprise LearningManagement, a self-service repository for all of alearner’s planned and in-progress learning activities.

ledger mapping You use ledger mapping to relate expense data from general ledger accounts toresource objects. Multiple ledger line items can be mapped to one or more resourceIDs. You can also use ledger mapping to map dollar amounts (referred to as rates)to business units. You can map the amounts in two different ways: an actual amountthat represents actual costs of the accounting period, or a budgeted amount that can beused to calculate the capacity rates as well as budgeted model results. In PeopleSoftEnterprise Warehouse, you can map general ledger accounts to the EW Ledger table.


Glossary

level A section of a tree that organizes groups of nodes.

library section In PeopleSoft Enterprise Incentive Management, a section that is defined in a plan (ortemplate) and that is available for other plans to share. Changes to a library section arereflected in all plans that use it.

linked section In PeopleSoft Enterprise Incentive Management, a section that is defined in a plantemplate but appears in a plan. Changes to linked sections propagate to plans usingthat section.

linked variable In PeopleSoft Enterprise Incentive Management, a variable that is defined andmaintained in a plan template and that also appears in a plan. Changes to linkedvariables propagate to plans using that variable.

load The feature that initiates a process to automatically load information into a PeopleSoftapplicationfor example, populating the PeopleSoft Benefits database with plan-levelelection information.

local functionality In PeopleSoft HRMS, the set of information that is available for a specific country.You can access this information when you click the appropriate country flag in theglobal window, or when you access it by a local country menu.

location Locations enable you to indicate the different types of addressesfor a company, forexample, one address to receive bills, another for shipping, a third for postal deliveries,and a separate street address. Each address has a different location number. Theprimary locationindicated by a 1is the address you use most often and may be differentfrom the main address.

market template In PeopleSoft Enterprise Incentive Management, additional functionality that isspecific to a given market or industry and is built on top of a product category.

material In PeopleSoft Enterprise LearningManagement, a resource item that can be assignedto the sessions of an activity. Material items are generally consumed during theduration of an activity and not returned, and they may have an associated cost.

message definition An object definition specified in PeopleSoft Application Designer that containsmessage information for PeopleSoft Application Messaging.

meta-SQL Meta-SQL constructs expand into platform-specific SQL substrings. They are used infunctions that pass SQL strings, such as in SQL objects, the SQLExec function, andPeopleSoft Application Engine programs.

metastring Metastrings are special expressions included in SQL string literals. The metastrings,prefixed with a percent (%) symbol, are included directly in the string literals. Theyexpand at run time into an appropriate substring for the current database platform.

multibook Processes in PeopleSoft applications that can create both application entries andgeneral ledgers denominated in more than one currency.

multicurrency The ability to process transactions in a currency other than the business unit’s basecurrency.

objective In PeopleSoft Enterprise LearningManagement, an individual’s learning goal. Anexample of a learning goal is a competency gap.

override In PeopleSoft Enterprise Incentive Management, the ability to make a change to a planthat applies to only one plan context.

pagelet Each block of content on the homepage is called a pagelet. These pagelets displaysummary information within a small rectangular area on the page. The pagelet provideusers with a snapshot of their most relevant PeopleSoft and non-PeopleSoft content.


Glossary

parent node A tree node linked to lower-level nodes or details that roll up into it. A node can be aparent and a child at the same time, depending on its location within the tree.

participant In PeopleSoft Enterprise Incentive Management, participants are recipients of theincentive compensation calculation process.

participant object Each participant object may be related to one or more compensation objects.

See also participant object.

payout In PeopleSoft Enterprise Incentive Management, the resulting incentive plancomputation that is provided to payroll.

PeopleCode PeopleCode is a proprietary language, executed by the PeopleSoft applicationprocessor. PeopleCode generates results based upon existing data or user actions. Byusing business interlink objects, external services are available to all PeopleSoftapplications wherever PeopleCode can be executed.

PeopleCode event An action that a user takes upon an object, usually a record field, that is referencedwithin a PeopleSoft page.

PeopleSoft InternetArchitecture

The fundamental architecture on which PeopleSoft 8 applications are constructed,consisting of an RDBMS, an application server, a Web server, and a browser.

performance measurement In PeopleSoft Enterprise Incentive Management, a variable used to store data (similarto an aggregator, but without a predefined formula) within the scope of an incentiveplan. Performance measures are associated with a plan calendar, territory, andparticipant. Performance measurements are used for quota calculation and reporting.

period context In PeopleSoft Enterprise Incentive Management, because a participant typicallyuses the same compensation plan for multiple periods, the period context associatesa plan context with a specific calendar period and fiscal year. The period contextreferences the associated plan context, thus forming a chain. Each plan context has acorresponding set of period contexts.

per seat cost In PeopleSoft Enterprise LearningManagement, the cost per learner, based on thetotal activity costs divided by either minimum attendees or maximum attendees.Organizations use this cost to price PeopleSoft Enterprise Learning Managementactivities.

plan In PeopleSoft Sales Incentive Management, a collection of allocation rules, variables,steps, sections, and incentive rules that instruct the PeopleSoft Enterprise IncentiveManagement engine in how to process transactions.

plan context In PeopleSoft Enterprise Incentive Management, correlates a participant withthe compensation plan and node to which the participant is assigned, enablingthe PeopleSoft Enterprise Incentive Management system to find anything that isassociated with the node and that is required to perform compensation processing.Each participant, node, and plan combination represents a unique plan contextifthree participants are on a compensation structure, each has a different plan context.Configuration plans are identified by plan contexts and are associated with theparticipants that refer to them.

plan section In PeopleSoft Enterprise Incentive Management, a segment of a plan that handles aspecific type of event processing.

plan template In PeopleSoft Enterprise Incentive Management, the base from which a plan is created.A plan template contains common sections and variables that are inherited by all plansthat are created from the template. A template may contain steps and sections thatare not visible in the plan definition.

portal registry In PeopleSoft applications, the portal registry is a tree-like structure in which contentreferences are organized, classified, and registered. It is a central repository that


Glossary

defines both the structure and content of a portal through a hierarchical, tree-likestructure of folders useful for organizing and securing content references.

private view A user-defined view that is available only to the user who created it.

process See Batch Processes.

process definition Process definitions define each run request.

process instance A unique number that identifies each process request. This value is automaticallyincremented and assigned to each requested process when the process is submitted torun.

process job You can link process definitions into a job request and process each request seriallyor in parallel. You can also initiate subsequent processes based on the return codefrom each prior request.

process request A single run request, such as an SQR, a COBOL program, or a Crystal report that yourun through PeopleSoft Process Scheduler.

process run control A PeopleTools variable used to retain PeopleSoft Process Scheduler values neededat runtime for all requests that reference a run control ID. Do not confuse these withapplication run controls, which may be defined with the same run control ID, but onlycontain information specific to a given application process request.

product category In PeopleSoft Enterprise Incentive Management, indicates an application in theEnterprise Incentive Management suite of products. Each transaction in the PeopleSoftEnterprise Incentive Management system is associated with a product category.

publishing In PeopleSoft Enterprise Incentive Management, a stage in processing that makesincentive-related results available to participants.

record definition A logical grouping of data elements.

record field A field within a record definition.

record group A set of logically and functionally related control tables and views. Record groupshelp enable TableSet sharing, which eliminates redundant data entry. Record groupsensure that TableSet sharing is applied consistently across all related tables and views.

record input VAT flag Abbreviation for record input value-added tax flag. Within PeopleSoft Purchasing,Payables, and General Ledger, this flag indicates that you are recording input VATon the transaction. This flag, in conjunction with the record output VAT flag, is usedto determine the accounting entries created for a transaction and to determine how atransaction is reported on the VAT return. For all cases within Purchasing and Payableswhere VAT information is tracked on a transaction, this flag is set to Yes. This flagis not used in PeopleSoft Order Management, Billing, or Receivables, where it isassumed that you are always recording only output VAT, or in PeopleSoft Expenses,where it is assumed that you are always recording only input VAT.

record output VAT flag Abbreviation for record output value-added tax flag.

See record input VAT flag.

reference data In PeopleSoft Sales Incentive Management, system objects that represent the salesorganization, such as territories, participants, products, customers, channels, and so on.

reference object In PeopleSoft Enterprise Incentive Management, this dimension-type object furtherdefines the business. Reference objects can have their own hierarchy (for example,product tree, customer tree, industry tree, and geography tree).

reference transaction In commitment control, a reference transaction is a source transaction that isreferenced by a higher-level (and usually later) source transaction, in order to


Glossary

automatically reverse all or part of the referenced transaction’s budget-checkedamount. This avoids duplicate postings during the sequential entry of the transaction atdifferent commitment levels. For example, the amount of an encumbrance transaction(such as a purchase order) will, when checked and recorded against a budget, causethe system to concurrently reference and relieve all or part of the amount of acorresponding pre-encumbrance transaction, such as a purchase requisition.

relationship object In PeopleSoft Enterprise Incentive Management, these objects further define acompensation structure to resolve transactions by establishing associations betweencompensation objects and business objects.

results management process In PeopleSoft Sales Incentive Management, the process during which compensationadministrators may review processing results, manually change transactions, processdraws, update and review payouts, process approvals, and accumulate and pushpayments to the EIM ledger.

role user A PeopleSoft Workflow user. A person’s role user ID serves much the same purpose asa user ID does in other parts of the system. PeopleSoft Workflow uses role user IDsto determine how to route worklist items to users (through an email address, forexample) and to track the roles that users play in the workflow. Role users do not needPeopleSoft user IDs.

role Describes how people fit into PeopleSoft Workflow. A role is a class of users whoperform the same type of work, such as clerks or managers. Your business rulestypically specify what user role needs to do an activity.

roll up In a tree, to roll up is to total sums based on the information hierarchy.

routing Connects activities in PeopleSoft Workflow. Routings specify where the informationgoes and what form it takesemail message, electronic form, or worklist entry.

run control A run control is a type of online page that is used to begin a process, such as thebatch processing of a payroll run. Run control pages generally start a program thatmanipulates data.

run control ID A unique ID to associate each user with his or her own run control table entries.

run-level context In PeopleSoft Enterprise Incentive Management, associates a particular run (and batchID) with a period context and plan context. Every plan context that participates in a runhas a separate run-level context. Because a run cannot span periods, only one run-levelcontext is associated with each plan context.

search query You use this set of objects to pass a query string and operators to the search engine.The search index returns a set of matching results with keys to the source documents.

section In PeopleSoft Enterprise Incentive Management, a collection of incentive rules thatoperate on transactions of a specific type. Sections enable plans to be segmented toprocess logical events in different sections.

security event In commitment control, security events trigger security authorization checking, suchas budget entries, transfers, and adjustments; exception overrides and notifications;and inquiries.

self-service application Self-service refers to PeopleSoft applications that are accessed by end users with abrowser.

session In PeopleSoft Enterprise LearningManagement, a single meeting day of an activity(that is, the period of time between start and finish times within a day). The sessionstores the specific date, location, meeting time, and instructor. Sessions are used forscheduled training.

session template In PeopleSoft Enterprise LearningManagement, enables you to set up commonactivity characteristics that may be reused while scheduling a PeopleSoft Enterprise


Glossary

Learning Management activitycharacteristics such as days of the week, start and endtimes, facility and room assignments, instructors, and equipment. A session patterntemplate can be attached to an activity that is being scheduled. Attaching a templateto an activity causes all of the default template information to populate the activitysession pattern.

setup relationship In PeopleSoft Enterprise Incentive Management, a relationship object type thatassociates a configuration plan with any structure node.

sibling A tree node at the same level as another node, where both roll up into the same parent.A node can be a sibling, parent, and child all at the same time, depending on itslocation in the tree.

single signon With single signon, users can, after being authenticated by a PeopleSoft applicationserver, access a second PeopleSoft application server without entering a user ID orpassword.

source transaction In commitment control, any transaction generated in a PeopleSoft or third-partyapplication that is integrated with commitment control and which can be checkedagainst commitment control budgets. For example, a pre-encumbrance, encumbrance,expenditure, recognized revenue, or collected revenue transaction.

SpeedChart A user-defined shorthand key that designates several ChartKeys to be used for voucherentry. Percentages can optionally be related to each ChartKey in a SpeedChartdefinition.

SpeedType A code representing a combination of ChartField values. SpeedTypes simplify theentry of ChartFields commonly used together.

SQR See Structured Query Report (SQR).

statutory account Account required by a regulatory authority for recording and reporting financialresults. In PeopleSoft, this is equivalent to the Alternate Account (ALTACCT)ChartField.

step In PeopleSoft Sales Incentive Management, a collection of sections in a plan. Eachstep corresponds to a step in the job run.

Structured Query Report (SQR) A type of printed or displayed report generated from data extracted from a PeopleSoftSQL-based relational database. PeopleSoft applications provide a variety of standardSQRs that summarize table information and data. You can use these reports as is,customize them, or create your own.

Summary ChartField You use summary ChartFields to create summary ledgers that roll up detail amountsbased on specific detail values or on selected tree nodes. When detail values aresummarized using tree nodes, summary ChartFields must be used in the summaryledger data record to accommodate the maximum length of a node name (20characters).

summary ledger An accounting feature used primarily in allocations, inquiries, and PS/nVisionreporting to store combined account balances from detail ledgers. Summary ledgersincrease speed and efficiency of reporting by eliminating the need to summarizedetail ledger balances each time a report is requested. Instead, detail balances aresummarized in a background process according to user-specified criteria and stored onsummary ledgers. The summary ledgers are then accessed directly for reporting.

summary tree A tree used to roll up accounts for each type of report in summary ledgers. Summarytrees enable you to define trees on trees. In a summary tree, the detail values are reallynodes on a detail tree or another summary tree (known as the basis tree). A summarytree structure specifies the details on which the summary trees are to be built.


Glossary

table The underlying PeopleSoft data format, in which data is stored by columns (fields) androws (records, or instances).

TableSet sharing Specifies control table data for each business unit so that redundancy is eliminated.

target currency The value of the entry currency or currencies converted to a single currency for budgetviewing and inquiry purposes.

template A template is HTML code associated with aWeb page. It defines the layout of thepage and also where to get HTML for each part of the page. In PeopleSoft, you usetemplates to build a page by combining HTML from a number of sources. For aPeopleSoft portal, all templates must be registered in the portal registry, and eachcontent reference must be assigned a template.

territory In PeopleSoft Sales Incentive Management, hierarchical relationships of businessobjects, including regions, products, customers, industries, and participants.

TimeSpan A relative period, such as year-to-date or current period, that can be used in variousPeopleSoft General Ledger functions and reports when a rolling time frame, ratherthan a specific date, is required. TimeSpans can also be used with flexible formulas inPeopleSoft Projects.

transaction allocation In PeopleSoft Enterprise Incentive Management, the process of identifying the ownerof a transaction. When a raw transaction from a batch is allocated to a plan context,the transaction is duplicated in the PeopleSoft Enterprise Incentive Managementtransaction tables.

transaction loading process In PeopleSoft Enterprise Incentive Management, the process during whichtransactions are loaded into Sales Incentive Management. During loading, the sourcecurrency is converted to the business unit currency while retaining the source currencycode. At the completion of this stage, the transaction is in the first state.

transaction state In PeopleSoft Enterprise Incentive Management, a value assigned by an incentiverule to a transaction. Transaction states enable sections to process only transactionsthat are at a specific stage in system processing. After being successfully processed,transactions may be promoted to the next transaction state and picked up by a differentsection for further processing.

transaction type In PeopleSoft Enterprise Incentive Management, a way to categorize transactions toidentify specific transaction types (for example, shipment, order, opportunity, and soon). Plan sections process only one type of transaction type. Transaction types can bedefined based on a company’s specific processes model.

Translate table A system edit table that stores codes and translate values for the miscellaneous fields inthe database that do not warrant individual edit tables of their own.

tree The graphical hierarchy in PeopleSoft systems that displays the relationship betweenall accounting units (for example, corporate divisions, projects, reporting groups,account numbers) and determines roll-up hierarchies.

unclaimed transaction In PeopleSoft Enterprise Incentive Management, a transaction that is not claimedby a node or participant after the allocation process has completed, usually due tomissing or incomplete data. Unclaimed transactions may be manually assigned to theappropriate node or participant by a compensation administrator.

uniform resource locator (URL) In PeopleSoft, the term URL refers to the entire query string. Thefollowing is an example of a URL: http://serverx/InternetClient/InternetClientServlet?ICType=Script&ICScriptProgramName=WEBLIB_BEN_401k.PAGES.FieldFormula.iScript_Home401k

universal navigation header Every PeopleSoft portal includes the universal navigation header, intended to appear atthe top of every page as long as the user is signed on to the portal. In addition to


Glossary

providing access to the standard navigation buttons (like Home, Favorites, and signoff)the universal navigation header can also display a welcome message for each user.

URL See uniform resource locator (URL).

user interaction object In PeopleSoft Sales Incentive Management, used to define the reporting componentsand reports that a participant can access in his or her context. All Sales IncentiveManagement user interface objects and reports are registered as user interactionobjects. User interaction objects can be linked to a compensation structure nodethrough a compensation relationship object (individually or as groups).

variable In PeopleSoft Sales Incentive Management, the intermediate results of calculations.Variables hold the calculation results and are then inputs to other calculations.Variables can be plan variables that persist beyond the run of an engine or localvariables that exist only during the processing of a section.

warehouse A PeopleSoft data warehouse that consists of predefined ETL maps, data warehousetools, and DataMart definitions.

worksheet Away of presenting data through a PeopleSoft Business Analysis Modeler interfacethat enables users to do in-depth analysis using pivoting tables, charts, notes, andhistory information.

workflow The background process that creates a list of administrative actions based on selectioncriteria and specifies the procedure associated with each action.

worklist The automated to-do list that PeopleSoft Workflow creates. From the worklist, youcan directly access the pages you need to perform the next action, and then return tothe worklist for another item.

zero-rated VAT Abbreviation for zero-rated value-added tax. AVAT transaction with a VAT codethat has a tax percent of zero. Used to track taxable VAT activity where no actualVAT amount is charged.


Index

Aaction button 104additional documentation xadministering MCF 75administrationCTI 13

agent chat window 113agent configurationCTI 21MCF 65

agent informationviewing 25

agent ready 109agent state summary 81answer call 104answering calls 105application fundamentals ixarchitecturechat 4CTI 9email 5MultiChannel Framework 3

Bbuddy list 67

Ccall actionsunderstanding 104

callersdisconnecting 108

callsanswering 105transferring 106

chatbuddy list 67log 81messages 70personalizing 70responses 53windows 113

cluster notify 62cluster tuning 59clustersMCF 31, 33

REN servers 43, 49server 31

comments, submitting xiiicommon elements xiiicomputer telephony integration 9See Also CTI

conference calls 104, 107configuringMCF agents 65MCF clusters 37MCF queues 51MCF servers 36REN servers 41, 43tasks 55

console, multichannel 111Consolidated Publications Incorporated(CPI) xconsultative transfers 106contact information xiiicountry-specific documentation xiicross-references xiiCTI 9administering 13agent configuration 21agent status 109answering calls 105call actions 104components 9conference calls 107configuration 13configuration interface 14console 103CTI components needed 12disconnecting callers 108enabling 14finishing a call 110free seating 29hotkeys 110initiating a call 109interface 102JRE 13personalization 24phone book 23putting callers on hold 108queues 21


Index

setting popup screens 25shared phone book 16single signon 29technical architecture 9testing calls 26transferring calls 106troubleshooting 29using 101viewing agent information 25

customer chat window 115Customer Connection Website x

Ddialing 104documentationcountry-specific xiiprinted xrelated xupdates x

Eescalation 88event log 83

Ffailover 31, 41free seating 29

GGenesyspopup windows 27

GETMAILTARGET connector 93glossary 147

Hhold 104hold status 108hotkeysCTI 110MultiChannel Console 113

Iimportingmail classes 130

initiating call 29, 109installation 13

Llanguages

MCF agents 71logschat 81event 83

Mmail classescreating 130data type of 130importing 130MCFGetMail class methods 137MCFMailStore class methods 143scope of 129

MCF 1See AlsoMultiChannel Frameworkadminstering 75console 111physical queues 76tasks 55

MCF agentsconfiguring 65creating 66languages 71moving 76presence 72state summary 81windows 68

MCF clusters 31, 33configuring 37notify 62parameters 59tuning 59

MCF queues 51MCF servers 36MCF_GETMAIL node 93MCFGetMail classdefined 131importing 137methods 137

MCFMailStore classdefined 142importing 142methods 143

MultiChannel Console 111MultiChannel Framework 1See Also MCFarchitecture 3channels 2chat architecture 4elements 1


Index

email architecture 5overview 1universal queue 3

Nnotes xiinotify cluster 62

Ooutbound callstesting 26

overflow 87

PPeopleBooksordering x

PeopleCode, typographicalconventions xiPeopleSoft application fundamentals ixPeopleSoft CTIusing 101, 103

personalizationCTI 24

phone bookCTI 16

pop-up menu 104pop-up screensCTI 25

pop-up windowagent chat 113chat 113configuring 68customer chat 115

prerequisites ixpresence management 72printed documentation x

Qqueue server state 79queue state summary 80queuesbalancing 79configuring 21, 51logical 33moving 77physical 33, 76

queues, universal 3

Rreal-time event notification, See RENserversrelated documentation xrelease caller 104REN serversapplication server domainconfiguration 45clusters 43, 49configuring 41, 43

Ssample pages 119customer chat 120email 125email window 126generic event 123generic event window 124URL wizard 121

scalability 31, 41server clusters 31serversMCF 36

signing in 102single signonCTI 29

static push URLs 54, 71suggestions, submitting xiii

Ttask parameters 55template messages 53, 70See Also chat responses

terms 147transfer 104transfer caller 104, 106transfer mute 104troubleshootingCTI 29

typographical conventions xi

Uunhold 104universal queue 3URLspush 54, 71

user actions 104using PeopleSoft CTI 103


Index

Vvisual cues xii

Wwarnings xiiiwindowagent chat 113chat 113customer chat 115


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