Search Results disable_softphone

Overview

The APPS.IEU_PLGN_FUNC_PVT package body is a private (PVT-classified) PL/SQL utility within the Oracle E-Business Suite Interaction Center / Telephony Manager (IEU) module. Its purpose is to evaluate runtime conditions and determine whether specific agent-facing plug-in components — softphone, event viewer, service request plug-in, and similar launchable client extensions — should be enabled or suppressed for a given agent session. Rather than performing the launch itself, the package returns simple eligibility indicators (typically a single-character 'Y'/'N' flag) that calling code uses to decide whether to render or activate a given plug-in. Because it is a PVT package, it is not part of the supported public API surface and is intended for internal consumption by other IEU components. The package contains five documented program units and references several configuration and mapping tables that drive media, telephony, and client plug-in behavior.

Key Procedures and Functions

• DO_LAUNCH_SR_PLG — Determines whether the Service Request plug-in should be launched for the current agent context. It evaluates the IEU_MSG_ENABLE_PLUGIN profile option and returns a launch indicator.
• DO_LAUNCH_EVENT_VIEWER — Determines whether the event viewer should be launched. Its eligibility logic combines the IEU_CTRL_EVENT_VIEWER profile option with agent media eligibility (via IEU_PUB.IS_AGENT_ELIGIBLE_FOR_MEDIA) and the IEU_MSG_ENABLE_PLUGIN profile.
• DO_LAUNCH_SOFTPHONE — Determines whether the softphone client should be launched. This is the most complex of the launch checks, declaring collection variables such as client classes and eligible media lists and consulting telephony/softphone configuration (including the DISABLE_SOFTPHONE parameter).
• GET_NON_CONTROLLER_PLUGINS — Retrieves the set of plug-ins that are not controller-managed, allowing the framework to distinguish independently launched client plug-ins from controller-driven ones.
• GET_CLI_PROV_PLUGINS — Returns the client provider plug-ins configured for a given context, typically drawn from the client provider plug-in and media-map tables.

Tables Accessed

The package reads from several configuration and mapping tables (via APPS synonyms). The CCT_* family — CCT_MIDDLEWARES, CCT_MIDDLEWARE_PARAMS, CCT_MIDDLEWARE_VALUES, and CCT_TELESETS — supplies middleware and teleset configuration that governs telephony and softphone behavior. The IEU_CLI_PROV_PLUGINS and IEU_CLI_PROV_PLUGIN_MED_MAPS tables define client provider plug-ins and their media-type mappings, supporting GET_CLI_PROV_PLUGINS. IEU_CTL_PLUGINS_B holds controller plug-in definitions, and IEU_UWQ_CLI_MED_PLUGINS links Universal Work Queue client media plug-ins. JTF_RS_RESOURCE_EXTNS provides resource-level extension attributes used to resolve agent-specific settings. PLITBLM is the standard Oracle Forms PL/SQL table storage table.

Usage Notes

This package is invoked internally by the IEU Interaction Center framework, typically from Agent Dashboard forms and related client-launch logic running in the Oracle Forms runtime. It is not referenced by any other documented package (referenced-by count of zero), confirming its role as a leaf-level helper consumed by form-level or trigger-level PL/SQL rather than by other APIs. Implementers should not call it directly from custom code, as its signature is neither documented nor guaranteed across releases. Profile options such as IEU_MSG_ENABLE_PLUGIN, IEU_CTRL_EVENT_VIEWER, and IEU_CTRL_EVENT_VIEWER govern the return values and should be reviewed during troubleshooting when plug-ins fail to appear. Because the search term "l_class" relates to local class-collection variables (l_classes) declared in DO_LAUNCH_SOFTPHONE, the package's most relevant runtime configuration is the client-class/media eligibility logic resolved through IEU_PVT.