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Overview
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Overview

IEM_CLIENT_PUB is a public PL/SQL package in the APPS schema that serves as the core client-side interaction engine for Oracle EBS Interaction Center / Email Center (IEM) processing. In both 12.1.1 and 12.2.2, it provides the procedural foundation for retrieving agent work items, composing and dispatching media items (particularly email and outbound messages), managing agent sessions, and orchestrating the interplay between the runtime interaction tables and the message queue infrastructure. The package is classified as a public API (PUB), meaning it is designed to be callable from other application modules and custom extensions, not just internally. Its status is VALID, and it depends only on the SYS.STANDARD package, confirming it is a self-contained logic layer built on standard PL/SQL primitives rather than relying on other application packages.

Key Procedures and Functions

Fifteen documented procedures and functions expose the package's functionality:

  • GETWORK — retrieves the next unit of agent work, typically an inbound interaction or task awaiting handling.
  • GETIHID — resolves or returns the inbound handle identifier associated with an interaction.
  • WRAPUP — finalizes an interaction after the agent completes the current work item, applying wrap-up disposition.
  • RECOVERCOMPOSE — restores or recovers a composition in progress, supporting session continuity.
  • GETMEDIADETAILS — returns details of a media item (outbound message or content) for display or processing.
  • GETSEARCHDETAILS — retrieves saved search or classification details used to locate interactions.
  • CREATEMEDIADETAILS — inserts a new media item record, initiating an outbound composition.
  • UPDATEMEDIADETAILS — modifies an existing media item record.
  • PURGEOUTBOUND — removes stale outbound records.
  • ASSIGNMSG — assigns a message to an agent or queue.
  • QUEUETOOUTBOX — enqueues a composed message to the outbox for delivery.
  • GETNEXTOUTBOXITEM — fetches the next pending item from the outbox for dispatch.
  • CREATERTITEM — creates a runtime interaction (RT) item.
  • ISAGENTINBOXCLEAN — validates whether an agent's inbox is in a clean, usable state.
  • UPDATEOUTBOUNDMESSAGEID — updates the outbound message identifier link on a record.

Parameter lists are not documented and should be confirmed against the live package specification.

Tables Accessed

The package operates across the IEM runtime and message schemas. It reads and writes IEM_MSG_DATAS and IEM_MSG_PARTS for message content and attachments; IEM_MSTEMAIL_ACCOUNTS for account context; IEM_OUTBOX_ERRORS and IEM_OUTBOUND_MSG_STATS for delivery tracking; IEM_ROUTE_CLASSIFICATIONS and IEM_RT_INTERACTIONS (including its S1 sequence-related structure) for routing and runtime interaction state; and IEM_RT_MEDIA_ITEMS for media item records. Agent context is drawn from IEM_AGENTS, IEM_AGENT_SESSIONS, and the configuration tables IEM_MC_PARAMETERS and IEM_MC_CUSTOM_PARAMS. External CRM references include CS_INCIDENTS_ALL_B (service requests) and HZ_PARTIES (customer identity), linking interactions to the customer and incident records.

Usage Notes

IEM_CLIENT_PUB is referenced by three other packages — IEM_AGENT_ACT_PVT, IEM_EMAIL_PROC_PVT, and IEM_OUTBOX_PROC_PUB — and is self-referencing, indicating it is a low-level utility consumed by higher-level agent, email, and outbox processing packages. It is typically invoked from the Interaction Center agent UI (forms-based in 12.1.1/12.2.2), from concurrent programs that dispatch the outbox, and from custom code that needs to create or manage interactions. Customers extending Email Center should treat the PUB classification as license to call these APIs directly, but must verify signatures in the target instance, as the documentation does not enumerate parameters.