Search Results iem_rt_interactions_s1




Overview
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Overview

IEM_CLIENT_PUB is a public PL/SQL package body owned by the APPS schema in Oracle E-Business Suite, classified as a PUB API within Oracle's Interaction and Escalation Manager (IEM) product family, which forms part of the Advanced Product Catalog and TeleService interaction-management stack. The package provides the client-side programmatic interface used by contact-center clients, agent desktop forms, and related interaction-handling components to create, retrieve, update, and purge interaction and messaging records. In Oracle EBS 12.1.1 and 12.2.2, IEM_CLIENT_PUB status is VALID and it is not referenced by any database object, confirming it serves as a top-level callable API rather than an internal utility. Its API classification of PUB means its procedures are intended for external invocation by Oracle forms, concurrent programs, and custom extensions. The natural-language rendering of its name—"iem_rt_interactions_s1" reflects the package's role in querying real-time interaction data through the IEM_RT_INTERACTIONS_S1 synonym, a key data source for the agent inbox and wrap-up displays.

Key Procedures and Functions

The documented interface exposes fifteen procedures and functions:

  • GETWORK — Retrieves the next unit of agent work, typically an interaction or inbox item, for processing on the agent desktop.
  • GETIHID — Returns the interaction-history identifier associated with an interaction, supporting activity linkage through JTF_IH_ACTIVITIES and JTF_IH_PUB.
  • WRAPUP — Completes the wrap-up phase of an interaction, persisting disposition and outcome data.
  • RECOVERCOMPOSE — Recovers an in-progress outbound message composition session after a client interruption or failure.
  • GETMEDIADETAILS — Fetches details for a media item linked to an interaction, drawn from IEM_RT_MEDIA_ITEMS.
  • GETSEARCHDETAILS — Returns search-result metadata used by the client search interface.
  • CREATEMEDIADETAILS — Creates media-detail records for an interaction.
  • UPDATEMEDIADETAILS — Updates existing media-detail records.
  • PURGEOUTBOUND — Removes obsolete outbound message data from the outbox and related statistics tables.
  • ASSIGNMSG — Assigns an outbound message to an agent or resource.
  • QUEUETOOUTBOX — Places a composed message into the outbox for dispatch.
  • GETNEXTOUTBOXITEM — Retrieves the next pending outbox item for transmission.
  • CREATERTITEM — Creates a real-time interaction item, populating IEM_RT_INTERACTIONS.
  • ISAGENTINBOXCLEAN — Validates that the agent's inbox has no outstanding items, used before session close or reassignment.
  • UPDATEOUTBOUNDMESSAGEID — Updates the outbound message identifier after external processing or acknowledgment.

Tables Accessed

The package reads and writes a defined set of APPS synonyms. Interaction data is stored in IEM_RT_INTERACTIONS and its sequence IEM_RT_INTERACTIONS_S1, which the user's search term directly references, along with IEM_RT_MEDIA_ITEMS and IEM_RT_MEDIA_ITEMS_S1 for media attachments and IEM_RT_PROC_EMAILS for processed e-mail records. Agent context uses IEM_AGENTS, IEM_AGENT_SESSIONS, and JTF_RS_RESOURCE_EXTNS. Messaging and outbound processing touch IEM_MSG_DATAS, IEM_MSG_PARTS, IEM_MSTEMAIL_ACCOUNTS, IEM_OUTBOUND_MSG_STATS, and IEM_OUTBOX_ERRORS. Configuration and routing rely on IEM_MC_PARAMETERS, IEM_MC_CUSTOM_PARAMS, IEM_PARAMETERS_PVT, and IEM_ROUTE_CLASSIFICATIONS. Party and session data come from HZ_PARTIES, IEU_SH_PUB, and IEU_SH_SESSIONS, while incident linkage uses CS_INCIDENTS_ALL_B. Activity tracking integrates with JTF_IH_ACTIVITIES and JTF_IH_PUB. Reusable infrastructure is provided by FND_API, FND_MESSAGE, FND_MSG_PUB, FND_PROFILE, IEM_MAILITEM_PUB, IEM_MSG_STAT_PUB, and IEM_REROUTE_PUB.

Usage Notes

IEM_CLIENT_PUB is invoked from the interaction-center agent desktop, EBS forms built on the IEM stack, and concurrent programs that process outbound message queues. Customizations should call it through the public API layer rather than manipulating IEM_RT_INTERACTIONS or IEM_RT_INTERACTIONS_S1 directly, since the package enforces FND_API error handling and FND_MSG_PUB message stacking. Its profile dependencies indicate behavior can vary by FND_PROFILE settings, and the ISAGENTINBOXCLEAN and WRAPUP routines are typically called during agent session lifecycle events. Because it is not referenced by other database objects, it is safe to consider it an entry point; however, three other packages reference it, so changes to its specification can affect dependent code.