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Overview
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Table: CCT_IVR_MAPS

Overview

CCT_IVR_MAPS is a configuration table in the CCT (Telephony Manager) product of Oracle E-Business Suite, available in release 12.1.1 and 12.2.2. The table stores the mapping between Interactive Voice Response (IVR) variable names and the CCT Interaction Keys defined within the contact center infrastructure. When an external IVR platform passes caller-entered data — such as an account number, ANI, DNIS, or menu selection — into the telephony middleware, CCT_IVR_MAPS determines which CCT Interaction Key each inbound IVR variable populates. This makes the table the central dictionary that governs how telephony payloads are translated into the interaction context used by agent desktop and routing logic.

From a modeling perspective, the FK topology suggests the table is satellite-leaning: it carries descriptive mapping attributes (variable name, sequence, flags, context) that qualify a parent interaction key rather than acting as a pure transaction hub. Treating it as a satellite keyed to CCT Interaction Keys is a reasonable heuristic when designing a data vault or integration layer.

Key Information Stored

The documented physical schema contains 32 columns owned by the CCT schema. The most significant are:

Common Use Cases and Queries

Administrators and integrators query CCT_IVR_MAPS to verify that an IVR variable is correctly bound to a CCT interaction key, to audit mappings per middleware route point, and to troubleshoot calls where interaction context fails to populate. Typical SQL patterns:

  • List all mappings for a server group: SELECT IVR_VAR_NAME, INTERACTION_KEY_ID, SEQUENCE FROM CCT.CCT_IVR_MAPS WHERE SERVER_GROUP_ID = :p_group AND NVL(F_DELETEDFLAG,'N') = 'N' ORDER BY SEQUENCE;
  • Resolve an inbound variable to its interaction key: join CCT_IVR_MAPS to CCT_INTERACTION_KEYS on INTERACTION_KEY_ID.
  • Report mappings by middleware: join on MIDDLEWARE_ID to CCT_MIDDLEWARES.
  • Detect duplicate or conflicting mappings via grouping on IVR_VAR_NAME, SERVER_GROUP_ID, and CONTEXT.

These queries support contact center configuration audits, migration verification between 12.1.1 and 12.2.2, and post-clone validation.

Related Objects

  • CCT_INTERACTION_KEYS — Joined via CCT_IVR_MAPS.INTERACTION_KEY_ID; the parent definition of each interaction key.
  • CCT_MIDDLEWARES — Joined via CCT_IVR_MAPS.MIDDLEWARE_ID and MW_ROUTE_POINT_ID; defines the middleware route points the mapping is bound to.
  • FND_SECURITY_GROUPS — Joined via SECURITY_GROUP_ID for row-level security resolution.
  • CCT_IVR_MAPS_PK / CCT_IVRMAPID_U1 — Constraints and unique index enforcing integrity.
  • CCT Telephony Manager concurrent programs and OAF setup pages — Consume this table when loading and maintaining IVR mapping configuration.