Search Results cs_interaction_utl

Overview

The APPS.CS_INTERACTION_UTL package is a utility package within the Oracle E-Business Suite Customer Relationship Management (CRM) foundation layer, specifically associated with the Service (CS) module's interaction management functionality. Its primary business purpose is to provide shared, reusable validation logic for interaction records maintained by the CRM application. Interaction records in Oracle EBS represent discrete customer contacts — such as phone calls, emails, web sessions, or service visits — and are central to the telephony and multichannel interaction tracking capabilities of Oracle Service and Oracle TeleService.

The package is classified with an API classification of OTHER within the ETRM repository, indicating that it is not a formally published or supported public API, but rather an internal utility module supporting higher-level processing logic. It carries a VALID status in the APPS schema, confirming that it compiles cleanly and is active in the 12.1.1 and 12.2.2 environments. The package is referenced by the package CS_INTERACTION_PVT, which is Oracle's principal private implementation package for interaction processing, suggesting that CS_INTERACTION_UTL furnishes low-level validation services consumed by the interaction framework.

Key Procedures and Functions

The documented interface exposes a single identifiable program unit:

• VALIDATE_PARENT_INTERACTION — This routine provides validation of a parent-child relationship between interaction records. In the interaction data model, interactions can be organized hierarchically to represent related activities, such as follow-up calls linked to an originating customer contact, or sub-interactions associated with a primary interaction. This procedure verifies that a proposed parent interaction reference is structurally valid — for example, confirming that the referenced parent exists, is accessible within the appropriate operating context, and does not produce an invalid or circular lineage. Because the ETRM metadata does not publish the formal parameter list, integrators should not assume parameter order or data types and should inspect the package specification directly in the APPS schema before attempting custom invocation.

No other procedures or functions are documented for this package in the ETRM extract. The utility nature of the package implies that additional private helpers may exist within the package body to support the validation logic, but these are not part of the documented surface.

Tables Accessed

The package interacts with the following base table, accessed through APPS synonyms:

• CS_INTERACTIONS — The core interaction entity table. CS_INTERACTION_UTL reads this table to retrieve the interaction record under validation and to verify the existence and status of the proposed parent interaction. The relationship between child and parent is resolved through the interaction identifier and its associated parent reference columns. Read access is the dominant mode, consistent with a validation routine; write operations are not evidenced by the documented dependency information.

Usage Notes

CS_INTERACTION_UTL is an internal dependency rather than an end-user entry point. It is not bound directly to a form, concurrent program, or self-service interface. Instead, it is invoked indirectly whenever interaction records are created or modified through the standard interaction framework — most notably via CS_INTERACTION_PVT, which calls into this utility during interaction validation and persistence flows.

Typical invocation contexts include Oracle TeleService agent actions that link interactions to a parent interaction, multichannel interaction capture, and any integration or extension code that programmatically builds interaction hierarchies. Because it is classified as OTHER rather than as a public API, Oracle does not guarantee backward compatibility for signature changes across patches or upgrades. Custom code should avoid calling VALIDATE_PARENT_INTERACTION directly; instead, customizations should invoke the supported public APIs in CS_INTERACTION_PVT or the corresponding interaction public APIs, allowing this utility to be called internally with the correct parameters and context. Developers performing impact analysis should note that any change to this package can affect CS_INTERACTION_PVT and, transitively, the interaction features that depend on it.