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Overview
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Overview

CSC_RESPONSE_CENTER_PKG is an Oracle EBS Application Object Library (AOL) package owned by APPS and defined with AUTHID CURRENT_USER, meaning all SQL executed within it resolves privileges through the calling session rather than the package owner. It belongs to the Contact Center (CSC) module, which underpins the telephony and multichannel interaction tooling in Oracle Service. The package functions as a server-side integration layer between the Contact Center / Response Center forms and the Service Request form, marshalling customer, contact, address, and phone data between the two user interfaces. Its central artifact is the CC_SR_INT record type, a structured buffer that carries party, object, subject, location, account, and contact-point identifiers alongside formatted address and telephone attributes. Although the package is classified as OTHER rather than a public API, it exposes a number of utility, conversion, and lookup functions that are commonly reused in customer-facing code.

Key Procedures and Functions

The package exposes sixteen documented program units. Several are low-level utilities: G_MISS_NUM, G_MISS_CHAR, and G_MISS_DATE return standardized "missing" sentinel values for numeric, character, and date datatypes respectively, allowing forms logic to distinguish an absent value from a null. G_VALID_LEVEL validates a hierarchy or processing level supplied as a string, and G_BOOLEAN converts a character flag into a normalized boolean-style representation. GET_ERROR_CONSTANT maps an error message string to a defined constant, supporting consistent error handling across the Response Center forms.

The buffer-oriented units manage the interchange structure. INIT_CC_SR_INT initializes the CC_SR_INT record, and INIT_CC_SR_BUFFER resets the associated package-level buffer. PUT_IN_CC_SR_BUFFER and GET_FROM_CC_SR_BUFFER write to and read from that buffer, providing the mechanism by which the Contact Center form passes context to the Service Request form. GET_ADDRESS_REC_TYPE returns address-related record metadata used to populate the structured address fields in the interchange record.

The data retrieval functions include GET_ACCOUNT_DETAILS, GET_PHONE_DETAILS, and the searched GET_SITEPHONE_DETAILS. These resolve customer account and telephone information, with GET_SITEPHONE_DETAILS specifically targeted at site-level phone numbers, returning the contact point, country code, area code, phone number, extension, and related telephone attributes used in the CC_SR_INT structure. PHONE_FORMAT_WRAP formats telephone numbers for display or storage, and START_MEDIA_ITEM initiates a media interaction item, linking the interaction to the Contact Center session.

Tables Accessed

The package reads and writes the following tables through APPS synonyms:

  • HZ_CONTACT_POINTS — the primary source for telephone, email, and other contact point records, including site-level phone numbers retrieved by GET_SITEPHONE_DETAILS and GET_PHONE_DETAILS.
  • HZ_CUST_ACCOUNTS — supplies customer account identifiers and account numbers used by GET_ACCOUNT_DETAILS and populated into the interchange record.
  • HZ_PARTY_SITES — resolves site and location context for a party, supporting the address fields in the buffer.
  • PLITBLM — a generic PL/SQL index-by or temporary table structure used for intermediate storage and set processing within the package.

All access flows through the HZ (Trading Community Architecture) model, which is the correct approach in Release 12, where customer and contact data reside in TCA rather than the legacy customer tables.

Usage Notes

The package is invoked from the Contact Center and Service Request forms in the Oracle Service application, where it populates and reads the interchange buffer as users navigate between interaction and request entry. Because the package uses AUTHID CURRENT_USER, callers require direct grants on the underlying HZ objects; this matters for any custom code that invokes the package. The metadata records zero dependent packages, indicating that no shipped package references it, and it should therefore be treated as internal implementation rather than a supported public API. Customizations should call the utility functions such as GET_SITEPHONE_DETAILS or PHONE_FORMAT_WRAP carefully and validate behavior after patching, since Oracle does not guarantee signature stability for non-public packages. The header indicates a last revision dated 2010, consistent with its availability in both 12.1.1 and 12.2.2.