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Oracle Service Cloud Integration

The PureConnect Integration to Oracle Service incorporates Interaction Desktop in your familiar Oracle Service Cloud interface. Interaction Desktop is a powerful interaction management application for desktop or laptop PCs. You can use Interaction Desktop to manage your electronic communications, including phone calls, voice mail, conference calls, ACD routed email messages, and web chats.

Interaction Desktop is fully integrated with Oracle Service Cloud. You can perform all standard call handling functions directly from Oracle Service Cloud. When you make or receive a call, Interaction Desktop can "screen pop" the appropriate workspace record (contact, incident, opportunity, etc.) to help you handle the call.

Get Started

About this integration

Integration overview and requirements

 

Release Notes

Release Notes Web app

 

Oracle Service Cloud Integration Documentation

Interaction ScriptAssist for Oracle Service Cloud Technical Reference

PureConnect Integration to Oracle Service Cloud Data Dictionary

PureConnect Integration to Oracle Service Cloud Installation and Configuration Guide

 

Administrator

PureConnect Integration to Oracle Service Cloud Installation and Configuration Guide

 

Agent Features

Using the PureConnect Media Bar

Associate an Interaction with a Workspace

Note: The Oracle Service Cloud client help is available only when you install the integration. It is not available in the PureConnect Documentation Library. Agents should consult this resource for more information.

Developer Resources

Interaction ScriptAssist for Oracle Service Cloud Technical Reference

PureConnect Integration to Oracle Service Cloud Data Dictionary

 

Additional Resources

PureConnect Community

Support Self-Help