Search Results cct_ivr_maps_pk

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:

• IVR_MAP_ID — Surrogate primary key, enforced by CCT_IVR_MAPS_PK and supported by the unique index CCT_IVRMAPID_U1.
• SEQUENCE — Ordering used when several IVR variables map to the same target, governing precedence during processing.
• IVR_VAR_NAME — The external IVR variable name as received from the telephony platform; the primary business identifier for the mapping.
• INTERACTION_KEY_ID — Foreign key to CCT_INTERACTION_KEYS identifying the CCT interaction key that the variable populates.
• SERVER_GROUP_ID — Scopes the mapping to a telephony server group.
• FLAG — Status or behavior indicator controlling whether the mapping is active or how it is applied.
• CONTEXT — Contextual qualifier distinguishing mappings across scenarios or configurations.
• MW_ROUTE_POINT_ID and MIDDLEWARE_ID — Foreign key linkage to CCT_MIDDLEWARES, binding the mapping to a specific middleware route point.
• SECURITY_GROUP_ID — Foreign key to FND_SECURITY_GROUPS enforcing multi-org / row-level access.
• F_DELETEDFLAG — Deletion indicator for soft-deleted mapping rows.
• OBJECT_VERSION_NUMBER — Optimistic locking column used by the CCT forms and OAF pages.
• ATTRIBUTE1 through ATTRIBUTE15 — Descriptive flexfield (DFF) segments for customer-defined extension.
• Audit columns — CREATED_BY, CREATION_DATE, LAST_UPDATED_BY, LAST_UPDATE_DATE, LAST_UPDATE_LOGIN.

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.