Search Results cct_wf_process_id_s

Overview

APPS.CCT_ROUTINGWORKFLOW_PUB is a public PL/SQL package body within the Oracle E-Business Suite Telephony / Interaction Center (Advanced Inbound / ETRM) module. Its core business function is to launch, manage, and re-route Oracle Workflow processes that drive the routing of inbound customer interactions (calls, e-mails, and other media) to the appropriate agents or agent groups. The package bridges the ETRM routing engine — which determines candidate agents and interaction assignments — with the Oracle Workflow engine, which orchestrates the actual routing activity. Because it is classified as a PUB (public) API, it is intended for invocation by ETRM framework code and by approved custom integrations rather than being an internal-only helper. In release 12.1.1 and 12.2.2 the object resides in the APPS schema and is reported with STATUS VALID.

Key Procedures and Functions

The documented package exposes seventeen procedures and functions. The primary entry points are the LAUNCH_WORKFLOW_VERSION2, LAUNCH_WORKFLOW_VERSION4, and LAUNCH_WORKFLOW_VERSION5 procedures, which start a Workflow routing process for a given interaction and represent successive generations of the launch interface. REROUTE returns an interaction to the routing pool for reassignment, while NUMBER_OF_REROUTES reports how many times an interaction has already been re-routed, providing the basis for loop and threshold control. CANCEL_WORKFLOW terminates an in-progress routing workflow. SELECTOR and GET_AGENTS identify the agents available for a routing decision. The item key passed to Workflow is handled by DECODE_CALL_ITEMKEY and ENCODE_CALL_ITEMKEY, which convert between the internal Workflow item key representation and the call/interaction identifier. A parameter-handling group — ADDPARAM, INIT_PARAM_TABLE, GETPARAMVALUE, SETPARAMVALUE, VARCHAR2TABLE, and FILLPARAMARRAY — builds and manipulates an in-memory parameter array that is passed into the launched workflow as item attributes. KEVINTEST is a diagnostic or test procedure. No parameter signatures are published in the metadata and none are asserted here.

Tables Accessed

The package references several APPS synonyms. CCT_ROUTING_RESULTS stores the outcome of routing decisions and is written as routing completes. CCT_TEMPAGENTS holds temporary agent assignment data used during the selection process. CCT_WF_PROCESS_ID_S is the sequence used to generate unique Workflow process identifiers and is directly related to the user's search term "cct_wf_process_id_s" — it is the source of the process IDs stamped onto launched workflows. WF_ITEM_ATTRIBUTES stores the Workflow item attributes populated through ADDPARAM and FILLPARAMARRAY. PER_ALL_PEOPLE_F supplies agent/person identity information. DUAL and PLITBLM support PL/SQL utility operations, and DBMS_SQL is used for dynamic SQL. The package also depends on the CCT_INTERACTIONKEYS_PUB and CCT_RANDOM_UTIL packages, the FND_API, FND_MESSAGE, and FND_MSG_PUB APIs, and the WF_CORE and WF_ENGINE Workflow APIs.

Usage Notes

CCT_ROUTINGWORKFLOW_PUB is normally invoked by the ETRM routing framework and by concurrent programs during interaction processing, rather than being called directly from an end-user form. Custom code should use the LAUNCH_WORKFLOW_VERSION* procedures to initiate routing and REROUTE to return an interaction, relying on NUMBER_OF_REROUTES to enforce routing limits. Because the package depends on FND_MSG_PUB, callers should initialize the FND message stack and check the returned API status. Per the ETRM metadata, the package is not referenced by any other database object, confirming that it is an entry-point API consumed by external or framework callers.