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The IEX_Tables.html file in Oracle E-Business Suite (EBS) 12.1.1 or 12.2.2 pertains to the Interaction Center (IEX) module, which is part of Oracle's Customer Relationship Management (CRM) suite. This file typically contains critical metadata defining database tables, views, and related structures used by the IEX module to manage customer interactions, service requests, and telephony integrations. Below is a detailed breakdown of its significance, structure, and functionality within Oracle EBS.

1. Purpose of IEX_Tables.html

The IEX_Tables.html file serves as a technical reference document outlining the database schema for the Interaction Center module. It includes:

Table Definitions: Lists core tables like IEX_INTERACTIONS, IEX_SR_ACTIVITIES, and IEX_CALLBACKS, which store interaction logs, service request activities, and callback scheduling data.
Column Details: Describes column names, data types, constraints (e.g., primary/foreign keys), and indexes for performance optimization.
Relationships: Illustrates how tables interrelate (e.g., foreign key linkages between interactions and service requests).
Views and Stored Objects: May include PL/SQL packages, triggers, or materialized views supporting IEX workflows.

2. Key Tables in IEX Module

The IEX module relies on several foundational tables:

IEX_INTERACTIONS: Captures call/email/web interaction details (timestamps, channels, outcomes).
IEX_SR_ACTIVITIES: Tracks service request updates linked to interactions.
IEX_CALLBACKS: Manages scheduled callback requests with status and priority flags.
IEX_SCORES: Stores quality scores for interactions (used in performance analytics).

3. Technical Integration

The file’s schema supports integrations with:

Telephony Systems: Tables like IEX_TELEPHONY_INTEGRATION enable CTI (Computer Telephony Integration) for click-to-dial and screen-pop functionalities.
CRM Modules: Foreign keys link IEX tables to JTF_RS_RESOURCE_EXTNS (agents) and CS_INCIDENTS_ALL_B (service requests).
Workflow Engine: Triggers (e.g., IEX_INTERACTIONS_BIU_TRG) automate processes like SLA escalation.

4. Version-Specific Considerations

Differences between EBS 12.1.1 and 12.2.2 may include:

12.2.2 Enhancements: New columns for omnichannel support (e.g., social media interactions) or partitioning for scalability.
HTML5/ADF: In 12.2.2, the file might reference ADF (Application Development Framework) views for modern UI rendering.

5. Customization and Extensions

The schema allows for extensions via:

Custom Columns: Adding attributes like CUSTOMER_SEGMENT to IEX_INTERACTIONS.
API Hooks: PL/SQL APIs (IEX_INTERACTION_PUB) enable programmatic access.
Reporting Views: Pre-built views (IEX_INTERACTION_V) simplify analytics.

6. Performance and Maintenance

Best practices for managing IEX tables include:

Indexing: Ensure indexes exist on frequently queried columns (e.g., INTERACTION_DATE).
Purge Policies: Archive older interactions using IEX_PURGE_PKG to maintain performance.
Partitioning (12.2.2+): Leverage table partitioning for large datasets.

Conclusion

The IEX_Tables.html file is a cornerstone for Oracle EBS Interaction Center implementations, providing the database blueprint for customer interaction tracking. Its structure ensures seamless integration with CRM workflows, telephony systems, and reporting tools, while version-specific features in 12.2.2 enhance scalability and user experience. Administrators and developers must adhere to schema guidelines and performance optimizations to maximize system efficiency.

File: 11_5_10_COLLECTIONS.pdf 12.1.1
product: IEX - Collections , size: 357.681 KBytes , file_type: PDF Diagram ,
File: 11_5_6_COLLECTIONS.pdf 12.1.1
product: IEX - Collections , size: 2.483 MBytes , file_type: PDF Diagram ,
File: R12_PAYMNT_PROMISE.pdf 12.2.2
product: IEX - Collections , size: 44.145 KBytes , file_type: PDF Diagram ,
File: R12.1_DELINQUENCIES.pdf 12.2.2
product: IEX - Collections , size: 46.167 KBytes , file_type: PDF Diagram ,
File: R12_SCORES.pdf 12.2.2
product: IEX - Collections , size: 37.51 KBytes , file_type: PDF Diagram ,
File: 11_5_6_COLLECTIONS.pdf 12.2.2
product: IEX - Collections , size: 2.483 MBytes , file_type: PDF Diagram ,
File: IEX_Dependencies.html 12.2.2
product: IEX - Collections , size: 80.036 KBytes , file_type: HTML Report , description: IEX_Dependencies.html is an html report that documents dependencies to tables and views in the IEX product. ,
File: IEX_Tables.html 12.1.1
product: IEX - Collections , size: 14.473 KBytes , file_type: HTML Report , description: IEX_Tables.html is an html report that documents the table and view definitions for the IEX product. ,
File: IEXProduct_Dependencies.html 12.2.2
product: IEX - Collections , size: 15.329 KBytes , file_type: HTML Report , description: IEXProduct_Dependencies.html is an html report that documentsexternal dependencies to tables and views in the IEX product. ,
File: R12.2_STRATEGIES.pdf 12.2.2
product: IEX - Collections , size: 44.847 KBytes , file_type: PDF Diagram ,
File: IEX_Tables.html 12.2.2
product: IEX - Collections , size: 652.718 KBytes , file_type: HTML Report , description: IEX_Tables.html is an html report that documents the table and view definitions for the IEX product. ,
File: IEX_Dependencies.html 12.1.1
product: IEX - Collections , size: 14.473 KBytes , file_type: HTML Report , description: IEX_Dependencies.html is an html report that documents dependencies to tables and views in the IEX product. ,
File: IEXProduct_Dependencies.html 12.1.1
product: IEX - Collections , size: 15.329 KBytes , file_type: HTML Report , description: IEXProduct_Dependencies.html is an html report that documentsexternal dependencies to tables and views in the IEX product. ,
File: R12_AGING_DISPUT_ADJUST.pdf 12.2.2
product: IEX - Collections , size: 36.467 KBytes , file_type: PDF Diagram ,
File: 11_5_10_COLLECTIONS.pdf 12.2.2
product: IEX - Collections , size: 357.681 KBytes , file_type: PDF Diagram ,
File: R12.2_CORRESPONDENCE.pdf 12.2.2
product: IEX - Collections , size: 47.134 KBytes , file_type: PDF Diagram ,
Lookup Type: IEX_WRITEOFF_DISPOSITION 12.1.1
product: IEX - Collections , meaning: IEX: WRITEOFF DISPOSITION , description: Write-Off Dispositions ,
Lookup Type: IEX_WRITEOFF_DISPOSITION 12.2.2
product: IEX - Collections , meaning: IEX: WRITEOFF DISPOSITION , description: Write-Off Dispositions ,
Lookup Type: IEX_WRITEOFF_DISP_REASON 12.2.2
product: IEX - Collections , meaning: IEX: Writeoff Reasons ,
Lookup Type: IEX_WRITEOFF_DISP_REASON 12.1.1
product: IEX - Collections , meaning: IEX: Writeoff Reasons ,
Lookup Type: IEX_DUNNING_STATUS 12.1.1
product: IEX - Collections , meaning: IEX: Dunning Status ,
Lookup Type: IEX_DUNNING_STATUS 12.2.2
product: IEX - Collections , meaning: IEX: Dunning Status ,
Lookup Type: IEX_STRATEGY_STATUS 12.1.1
product: IEX - Collections , meaning: IEX: Collection Strategy Status , description: Collection Strategy Status ,
Lookup Type: IEX_STRATEGY_STATUS 12.2.2
product: IEX - Collections , meaning: IEX: Collection Strategy Status , description: Collection Strategy Status ,
Lookup Type: IEX_PROMISE_STATUSES 12.1.1
product: IEX - Collections , meaning: IEX_PROMISE_STATUSES , description: Collection Promise Statuses ,
Lookup Type: IEX_PROMISE_STATUSES 12.2.2
product: IEX - Collections , meaning: IEX_PROMISE_STATUSES , description: Collection Promise Statuses ,
Lookup Type: IEX_STRATEGY_WORK_STATUS 12.1.1
product: IEX - Collections , meaning: IEXL Collection Strategy Work Status , description: Strategy Work Item Status ,
Lookup Type: IEX_STRATEGY_WORK_STATUS 12.2.2
product: IEX - Collections , meaning: IEXL Collection Strategy Work Status , description: Strategy Work Item Status ,
Lookup Type: IEX_REPO_DISPOSITION 12.1.1
product: IEX - Collections , meaning: IEX: Repossession Dispositions ,
Lookup Type: IEX_REPO_DISPOSITION 12.2.2
product: IEX - Collections , meaning: IEX: Repossession Dispositions ,
Concurrent Program: PROCESS_PENDING 12.1.1
execution_filename: iex_open_interface_pub.process_pending , product: IEX - Collections , user_name: IEX: Process Pending , description: Process pending open interface records , argument_method: Standard , enabled: Yes , execution_method: PL/SQL Stored Procedure ,
Concurrent Program: PROCESS_PENDING 12.2.2
execution_filename: iex_open_interface_pub.process_pending , product: IEX - Collections , user_name: IEX: Process Pending , description: Process pending open interface records , argument_method: Standard , enabled: Yes , execution_method: PL/SQL Stored Procedure ,
Concurrent Program: IEX_CREATE_STRATEGY 12.2.2
execution_filename: IEX_STRATEGY_CNT_PUB.MAIN , product: IEX - Collections , user_name: IEX: Create Strategy , description: Strategy concurrent program which maintains the strategies by delinquencies , argument_method: Standard , enabled: Yes , execution_method: PL/SQL Stored Procedure ,
Concurrent Program: IEX_CREATE_STRATEGY 12.1.1
execution_filename: IEX_STRATEGY_CNT_PUB.MAIN , product: IEX - Collections , user_name: IEX: Create Strategy , description: Strategy concurrent program which maintains the strategies by delinquencies , argument_method: Standard , enabled: Yes , execution_method: PL/SQL Stored Procedure ,
Lookup Type: IEX_OPEN_LINE_TYPES 12.1.1
product: IEX - Collections , meaning: IEX_OPEN_LINE_TYPES , description: Display the available classes for the Open Line Listing ,
Lookup Type: IEX_OPEN_LINE_TYPES 12.2.2
product: IEX - Collections , meaning: IEX_OPEN_LINE_TYPES , description: Display the available classes for the Open Line Listing ,