Search Results get_cli_prov_plugins

Overview

The package APPS.IEU_PLGN_FUNC_PVT is an Oracle E-Business Suite internal (PVT-classified) PL/SQL package belonging to the Interaction Center / Telephony (IEU) product family. Its purpose is to encapsulate the server-side business logic that drives Universal Work Queue (UWQ) and Interaction Center plugin behavior, including softphone and event-viewer launch routines, service-request plugin launching, and the resolution of plugin and CLI provider configuration used during inbound and outbound customer interactions. The _PVT suffix confirms that this is a private implementation package, not intended for direct invocation by customer extensions; it is wrapped by the public package APPS.IEU_PLGN_FUNC_PVT itself, which delegates calls into this logic. In both Oracle EBS 12.1.1 and 12.2.2 the object is reported with a status of VALID in the APPS schema, and it depends on SYS.STANDARD and the custom control-string namespace package IEU_CTRL_STRING_NST. The ETRM metadata records that it is referenced by no other packages, indicating that its callers are forms, JSP/Java components, or other runtime layers rather than additional PL/SQL packages.

Key Procedures and Functions

The ETRM documentation records five procedures and functions within this package:

• DO_LAUNCH_SR_PLG — launches a service-request plugin, invoked when an agent interaction requires the Service Request plugin to be opened within the Interaction Center context.
• DO_LAUNCH_EVENT_VIEWER — opens or launches the Event Viewer plugin, used to present CRM event or interaction history to the agent.
• DO_LAUNCH_SOFTPHONE — initiates the softphone (CTI) plugin launch sequence for a given agent session, enabling telephony integration.
• GET_NON_CONTROLLER_PLUGINS — returns the set of plugins that are not designated controller plugins, used by the Interaction Center framework to determine which non-controlling plugins should load for a session.
• GET_CLI_PROV_PLUGINS — returns the CLI (Caller Line Identification) provider plugins configured for the current context, supporting screen-pop and provider routing decisions.

No parameter lists are documented in the ETRM source and are therefore not reproduced here.

Tables Accessed

The package reads and writes configuration and mapping data through the following APPS synonyms:

• CCT_MIDDLEWARES, CCT_MIDDLEWARE_PARAMS, CCT_MIDDLEWARE_VALUES — middleware (CTI/telephony connector) definitions, their parameters, and resolved parameter values.
• CCT_TELESETS — teleset configuration used to determine telephony integration settings.
• IEU_CLI_PROV_PLUGINS, IEU_CLI_PROV_PLUGIN_MED_MAPS — CLI provider plugin definitions and their media mappings.
• IEU_CTL_PLUGINS_B — base table of Interaction Center plugin definitions, used to resolve plugin activation.
• IEU_UWQ_CLI_MED_PLUGINS — mapping of UWQ CLI media to plugins.
• JTF_RS_RESOURCE_EXTNS — resource extension data, tying plugins to specific agent resources.
• PLITBLM — a standard PL/SQL index-by table used internally for bulk processing.

Usage Notes

IEU_PLGN_FUNC_PVT is invoked at runtime by the Interaction Center framework rather than by concurrent programs or end users directly. Launch procedures such as DO_LAUNCH_SOFTPHONE, DO_LAUNCH_SR_PLG, and DO_LAUNCH_EVENT_VIEWER are typically called when the agent opens or refreshes an interaction, while the getter functions supply the plugin list required to render the agent UI. Because the package is classified as PVT, Oracle does not recommend calling it from custom code; extensions should use supported public APIs or the declarative plugin setup instead. Any modification to the underlying configuration tables (CCT middleware, IEU CLI provider, or plugin mapping tables) affects the behavior returned by this package, so configuration changes should be validated against a test interaction before promotion to production.