Results for “ieu_escalations_pvt”

AI-generated from documented ETRM metadata — verify critical details on the linked pages.

Overview

IEU_ESCALATIONS_PVT is a private PL/SQL package owned by the APPS schema within Oracle E-Business Suite. The prefix IEU identifies it as a component of the Interaction and Universal Work Queue (UWQ) framework, the infrastructure that aggregates, routes, and prioritizes work items presented to users in the Oracle EBS telephony and interaction center applications. The package name indicates a specific responsibility within that framework: managing escalation-related selection node enumeration for resources.

Escalations in the UWQ context represent work items that have exceeded a defined service level or threshold and must be surfaced to a specific agent, group, or supervisor. The package supports the process of enumerating and refreshing the nodes that determine which escalated work items belong to a given resource. It is classified as a PVT (private) API, meaning it is intended for internal consumption by the IEU application modules rather than as a published integration interface for customer extensions.

Key Procedures and Functions

• ENUMERATE_ESC_MYOWN_NODES — Enumerates the escalation nodes associated with a resource's "my own" work queue selection. It accepts a resource identifier, language context information, and a selection enumeration identifier, and produces the roster of escalation nodes that qualify for that resource under the specified selection criteria. The procedure exists in a single documented overload with four parameters.
• REFRESH_ESC_MYOWN_NODES — Refreshes the enumeration state for a specific escalation node belonging to a resource. It takes a resource identifier and a node identifier as input and returns an OUT parameter (declared NOCOPY for performance) that communicates a count. This routine is used to synchronize the cached or materialized node state after escalation conditions change.

Both procedures are declared in the package specification; the header comment indicates an origin date of June 2005 and a version context consistent with the 11i/12.x lineage. No additional documented procedures or functions exist in the ETRM metadata.

Tables Accessed

• IEU_UWQ_SEL_RT_NODES — The Universal Work Queue selection runtime nodes table. This is the primary structure the package reads and writes to establish which nodes participate in a resource's escalation enumeration. The "SEL_RT" naming reflects selection runtime state, indicating transient or computed node assignments rather than static configuration.
• JTF_TASKS_B — The base tasks table from the JTF (Java Task Framework / CRM Foundation) schema. Escalated work items ultimately reference task records, so the package consults this table to resolve the underlying task entities associated with enumerated nodes.

Usage Notes

As a PVT-class package, IEU_ESCALATIONS_PVT is not intended to be called directly by customer code. It is invoked internally by the IEU Universal Work Queue runtime, typically in response to agent login, queue selection changes, or periodic refresh cycles that reevaluate escalation status. Forms or OA Framework pages presenting the UWQ dashboard trigger the underlying enumeration and refresh logic, which in turn calls these procedures. The OUT NOCOPY parameter on REFRESH_ESC_MYOWN_NODES confirms the performance-sensitive nature of these calls, which may execute frequently during active agent sessions. Customizations should not depend on this package; the documented and supported integration surface for UWQ functionality lies in the public IEU APIs and the work queue configuration screens. The metadata notes that no other packages reference IEU_ESCALATIONS_PVT, which is consistent with its role as a terminal implementation unit within the IEU stack.