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Overview
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Overview

IEM_AGENT_ACT_PVT is a private PL/SQL package in the APPS schema that supports the Oracle E-Business Suite interaction and media (IEM) subsystem, specifically the functionality that links email accounts to agents (resources). In Oracle EBS, the IEM modules provide an agent-facing email and interaction workbench that allows service or sales agents to manage incoming customer messages through configured email accounts. The _PVT suffix designates this as a private (internal) API package; it is not part of the public, supported API surface and is intended to be called by other IEM packages rather than by customer code.

The package encapsulates the business logic for maintaining the association records between agents and email accounts, as well as the "cherry-pick" configuration that governs which messages an individual agent or account may retrieve for processing. By centralizing these operations, the package enforces consistent behavior across the IEM agent-management and account-configuration screens. The package status is VALID in both 12.1.1 and 12.2.2, indicating that its documented interface is stable across the two releases.

Key Procedures and Functions

Ten documented procedures and functions make up the package's two functional areas.

  • CREATE_ITEM — Creates a single association/linkage item between an agent and the relevant IEM configuration entity.
  • DELETE_ITEM — Removes a single association item previously created through this package.
  • CREATE_AGNTACCT_BY_AGENT — Establishes agent-to-account associations for a specified agent, driving the relationship from the agent side.
  • DELETE_AGNTACCT_BY_AGENT — Removes the agent-to-account associations maintained for a specified agent.
  • UPDATE_AGNTACCT_BY_AGENT_WRAP — Wrapper procedure that refreshes or updates agent-to-account associations when the change is initiated from the agent for which the accounts are being managed.
  • CREATE_AGNTACCT_BY_ACCOUNT — Establishes agent-to-account associations for a specified email account, driving the relationship from the account side.
  • DELETE_AGNTACCT_BY_ACCOUNT — Removes the agent-to-account associations maintained for a specified email account.
  • UPDATE_AGNTACCT_BY_ACCT_WRAP — Wrapper procedure that refreshes or updates agent-to-account associations when the change is initiated from the account for which the agents are being managed.
  • UPDATE_AGENT_CHERRYPICK — Updates the cherry-pick (message selection) configuration for a specified agent.
  • UPDATE_ACCT_CHERRYPICK — Updates the cherry-pick configuration for a specified email account.

The paired create/delete/wrapper patterns reflect the two symmetrical entry points—by agent and by account—from which the same association data can be administered. No parameter lists are documented; callers should treat the signatures as internal and subject to change.

Tables Accessed

The package operates against the following IEM base tables and supporting objects, referenced through APPS synonyms:

  • IEM_AGENTS — The primary table of IEM agent (resource) definitions; read and written by the agent-oriented procedures.
  • IEM_AGENTS_S1 — A secondary/sequence-related IEM_AGENTS structure, used for key population or agent-side lookups.
  • IEM_MSTEMAIL_ACCOUNTS — The email account definitions to which agents are associated; the account-oriented procedures read and write account configuration here.
  • JTF_RS_RESOURCE_EXTNS — The resource extension table holding the underlying CRM resource records that back IEM agents.
  • DUAL — Used for single-row queries and constants.
  • PLITBLM — The PL/SQL integer table type used for passing collections of identifiers into bulk operations, consistent with the JTF_VARCHAR2_TABLE_100 collection type also referenced.

Usage Notes

As a private package, IEM_AGENT_ACT_PVT is not intended to be invoked directly by customizations. It is typically called from the IEM agent and email account setup forms, from other IEM packages in the AGENT/ACCOUNT management flow, and from concurrent or background processes that maintain agent-to-account assignments and cherry-pick settings. Custom code should prefer any public IEM APIs; where none exist, changes should be made through the same user-facing setup screens that drive this package so that its internal validation and wrapper logic remain in effect.