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Oracle Service Cloud Communication Types and Ports

When referring to the Oracle Service Cloud component, the communication details are from the perspective of the PureConnect Media Bar which is embedded in the Oracle Service Cloud desktop.

The ININ Incident Polling and Chat services run under the same physical Windows service, but are separate in their approach to communicating with Oracle Service Cloud. Incident Polling routes Oracle Service Cloud Incidents as PureConnect Emails, Callbacks, or Generic Objects.Chat Service routes Oracle Service Cloud Chats as PureConnect Chats.Line 3 describes the Incident Polling while Line 4 describes the Chat communication.

Line 1	The PureConnect Media Bar communicates with the CIC server using the IceLib API.Communication is identical to that of Interaction Desktop and CIC.Communication to the CIC server is through the SessionManager component.
		Type	TCP/IP
		Port	3952 The PureConnect Media Bar connects to session manager on this port.Session Manager can be run on or off CIC server.
		Purpose	The PureConnect Media Bar uses Icelib to perform Softphone Client services with the CIC server, logging in/out, call controls, presence management, embedding Interaction Desktop within an Oracle Service Cloud workspace.

Line 2	The PureConnect Media Bar communicates with Oracle Service Cloud in two ways.
		Oracle Service Cloud Connector Data API Usage
			Type	.NET API (SOAP under the covers)
			Port	Standard HTTP/HTTPS ports in the RightNow cloud
			Purpose	For Screen pops, it uses the Oracle Service Cloud Connect Data API to execute queries for loading the correct Oracle Service Cloud workspace.
		Oracle Service Cloud Web Services API Usage
			Type	SOAP
			Port	Standard HTTP/HTTPS ports in the Oracle Service Cloud
			Purpose	The PureConnect Media Bar also writes call detail reporting information into an Oracle Service Cloud Custom Object.This can be used to write reports within Oracle Service Cloud correlating Oracle Service Cloud entities like Contact and Incidents to the activities that have occurred.
Line 3	The ININ Incident Polling service queries an Oracle Service Cloud Incident Queue using a Oracle Service Cloud Report.This report returns the Oracle Service Cloud entities to be routed (typically Incidents). The data returned in the report can be used to drive PureConnect interaction type, workgroup, skills, and routing strategies.The PureConnect interaction is a fictitious routing object that wraps the RightNow object.Once connected to an agent, it opens the Oracle Service Entity in the CX Agent Desktop.
		Type		RightNow Connect Data .NET API (SOAP under the covers).
		Port		Unknown (it reaches out to the Oracle Service Cloud in the internet)
		Special Considerations		In PureConnect Cloud deployments, a key requirement is communication with the IC Server via the IceLibAPI and access to the Oracle Service Cloud web service endpoint. This can be accomplished by hosting the integration server (incident and chat polling) within PureConnect Cloud. If the customer needs access to this server to complete configuration, PSO can install a copy of the Oracle Service Cloud CX client on this integration server as part of the implementation process. Note: You can also accomplish access to both the IC Server and the Oracle Service Cloud web endpoint by running this integration’s components on the customer network.
Line 4	ININ Chat service uses an Oracle Service Cloud Chat Service API to register our integration as a 3rd party Chat Routing engine. We communicate with the cloud by calling a blocking API to get Chat items to process.They return if there are chats to process or hang the call until a configurable timeout.This allows for outbound communication to the cloud instead of having to open port on the customer side allowing inbound communication from Oracle Service Cloud. The ININ Chat Service creates fictitious PureConnect Chats just like the Incident Service does with other media types.We also have information supporting the Oracle Service Cloud Chat which can be used to make routing decisions.Once the PureConnect Chat is connected to an agent, the ININ Chat Service communicates through the Chat API to connect the customer chat with the Oracle Service Cloud Agent within the CX desktop.
		Type		SOAP
		Port		Standard HTTP/HTTPS ports in the RightNow cloud
		Special Considerations		See the Special Considerations for Line 3.

Line 5	The ININ Incident Polling and Chat service communicates with the CIC server using the IceLib API.There are also stock system handlers which perform the Media creation logic. (Yes, this is permitted for PureConnect Cloud).
		Type	TCP/IP
		Port	3952
		Purpose	The ININ Incident Polling and Chat service connects to Session Manager on this port.Session Manager can be run on or off CIC server.
Line 6	The PureConnect Media Bar and ININ Chat service communicate with each to support routing of the Oracle Service Cloud Chats. When an agent logs into the PureConnect Media Bar, it registers with the Oracle Service Cloud Chat Add-in.The Chat Add-in returns a unique Chat Agent Id.The ININ Chat Service uses this information when communicating through Oracle Service Cloud’s Chat API which agent isassigned what chat through our routing processes. The communication between these two components is not direct. Both use IceLib for communication with each other. Note: The administrator’s Universal Queue Configuration Utilty (a secondary add-in with the client operation) does require direct access to the integration server.
		Type	TCP/IP (Through Icelib/SessionManager connection)
		Special Considerations	As stated, this is not a direct connection.They communicate via IceLib/Session Manager connection.