Search Results cct_call_ivr_n4

Overview

CCT.CCT_IVR_MAPS is a transaction-data table in the Customer Care / Telephony (CCT) schema of Oracle E-Business Suite, present in both 12.1.1 and 12.2.2. Its documented purpose is to map Interactive Voice Response (IVR) variable names to CCT Interaction Keys, providing the translation layer between telephony middleware payloads and the interaction classification model used by Oracle Advanced Inbound / telephony integrations. Each row associates an IVR variable captured by the telephony platform with an interaction key, scoped by call center server group and middleware route point, so that inbound contacts arriving through different IVR flows and middleware endpoints resolve to the correct business context.

The recorded FND Design Data entry is CCT.CCT_IVR_MAPS, and the object resides in the APPS_TS_TX_DATA tablespace with PCT Free 10. The primary key is CCT_IVR_MAPS_PK on IVR_MAP_ID. Under a heuristic Data Vault classification, this object is satellite-leaning: it carries descriptive attributes that qualify a parent interaction-key relationship rather than acting as a pure hub or link. This should be treated as a modeling suggestion only; the physical design remains a conventional EBS transactional table with a surrogate primary key and standard WHO columns.

Key Information Stored

The table contains 32 documented columns. The most significant are:

• IVR_MAP_ID — NUMBER surrogate primary key, described as a GUI unique ID and backed by unique index CCT_IVRMAPID_U1. This is the business-key candidate for the row.
• IVR_VAR_NAME — VARCHAR2(32), the user-facing IVR variable name. Indexed by CCT_CALL_IVR_N4 together with SERVER_GROUP_ID.
• INTERACTION_KEY_ID — NUMBER copied from CCT_INTERACTION_KEYS; the interaction key to which the IVR variable resolves. Indexed by CCT_INTERACTION_KEY_ID_N2.
• SERVER_GROUP_ID — NUMBER copied from the CCT_CALL_CENTER table, scoping the mapping to a call center server group.
• MW_ROUTE_POINT_ID and MIDDLEWARE_ID — route point and middleware identifiers; the former participates in nonunique index CCT_CALL_IVR_N2 with SERVER_GROUP_ID.
• SEQUENCE — NUMBER, documented as not used in this release.
• FLAG — VARCHAR2(32), reserved for future expansion.
• CONTEXT — VARCHAR2(30), the Descriptive Flexfields structure-defining column.
• ATTRIBUTE1 through ATTRIBUTE15 — VARCHAR2(150) Descriptive Flexfield segment columns.
• SECURITY_GROUP_ID — foreign key to FND_SECURITY_GROUPS, enforcing multi-organization/security access control.
• OBJECT_VERSION_NUMBER, F_DELETEDFLAG, and the standard WHO columns (CREATION_DATE, CREATED_BY, LAST_UPDATE_DATE, LAST_UPDATED_BY, LAST_UPDATE_LOGIN) support concurrency, logical deletion, and audit.

Common Use Cases and Queries

Typical usage centers on validating that every IVR variable emitted by the telephony platform resolves to a defined interaction key for a given server group and route point, and on diagnosing misrouted or unclassified inbound contacts. A representative query joining the mapping to its referenced keys and route points:

• SELECT m.IVR_MAP_ID, m.IVR_VAR_NAME, m.INTERACTION_KEY_ID, m.SERVER_GROUP_ID, m.MW_ROUTE_POINT_ID FROM CCT.CCT_IVR_MAPS m WHERE m.F_DELETEDFLAG = 0 AND m.SERVER_GROUP_ID = :server_group_id;
• Joining to CCT_INTERACTION_KEYS k ON k.INTERACTION_KEY_ID = m.INTERACTION_KEY_ID to report the business meaning of each mapped variable.
• Filtering by IVR_VAR_NAME plus SERVER_GROUP_ID to exploit index CCT_CALL_IVR_N4 when troubleshooting a specific variable.
• Auditing duplicates or orphaned mappings by grouping on IVR_VAR_NAME and SERVER_GROUP_ID.

Reporting scenarios include configuration migration between environments, reconciliation of middleware route points to interaction keys, and security-scoped extracts filtered on SECURITY_GROUP_ID. Because the table is DFF-enabled, report writers may also surface ATTRIBUTE1–15 values.

Related Objects

The documented foreign key relationships identify the principal dependent objects:

• CCT.CCT_INTERACTION_KEYS — referenced via INTERACTION_KEY_ID; the parent defining interaction keys.
• FND_SECURITY_GROUPS — referenced via SECURITY_GROUP_ID for access control.
• CCT.CCT_MIDDLEWARES — referenced via MIDDLEWARE_ID, identifying the telephony middleware configuration.
• CCT.CCT_CALL_CENTER — source of SERVER_GROUP_ID, linking mappings to call center definitions.
• Middleware route point definitions, referenced indirectly through MW_ROUTE_POINT_ID and indexed by CCT_CALL_IVR_N2.