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Overview
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Overview

CCT_ROUTINGWORKFLOW_PUB is a public PL/SQL package in the APPS schema that provides the integration layer between Oracle E-Business Suite's Telephony (Interaction Center / Advanced Scheduler) routing engine and Oracle Workflow. Its central business function is to launch, manage, and cancel the routing workflow that determines how an inbound contact—typically a call—is assigned to an agent or agent group, and to persist the state of that routing decision so subsequent re-routing or cancellation requests can reference it. The package follows the standard EBS API design convention: the "_PUB" suffix denotes that it is the published, externally callable interface, encapsulating internal logic behind a stable procedure signature. Dependencies confirm its role inside the EBS technology stack—it references FND_API (the Oracle Application Object Library API package used across EBS for message handling and standard API plumbing) and PER_ALL_PEOPLE_F, the HR people view, indicating that agent identification is resolved against the EBS human resources model. It is classified as a valid PUBLIC API and is not referenced by any other package, meaning it is designed to be invoked directly by forms, concurrent programs, or custom code rather than layered beneath other APIs.

Key Procedures and Functions

The package exposes 17 documented procedures and functions, organized around three responsibilities:

  • Workflow launch: LAUNCH_WORKFLOW_VERSION2, LAUNCH_WORKFLOW_VERSION4, and LAUNCH_WORKFLOW_VERSION5 initiate routing workflow instances. The multiple numbered variants indicate successive API generations retained for backward compatibility; newer versions typically extend behavior without breaking existing callers.
  • Workflow lifecycle and re-routing: CANCEL_WORKFLOW terminates an in-flight routing workflow, while REROUTE and NUMBER_OF_REROUTES support re-evaluation of an existing routing decision and tracking of how many times a call has been re-routed.
  • Agent selection and item key handling: SELECTOR and GET_AGENTS resolve candidate agents (using PER_ALL_PEOPLE_F); ENCODE_CALL_ITEMKEY and DECODE_CALL_ITEMKEY translate between a call identifier and the Workflow item key, which is the essential linkage that allows callers to address a specific workflow instance later.
  • Parameter marshalling utilities: ADDPARAM, INIT_PARAM_TABLE, GETPARAMVALUE, SETPARAMVALUE, VARCHAR2TABLE, and FILLPARAMARRAY build and manipulate the name/value parameter collections passed into the launch routines—an in-memory structure rather than direct table storage.
  • Test/utility: KEVINTEST is a diagnostic or test entry point, not part of normal production routing flow.

Tables Accessed

The documented underlying tables, accessed in practice through APPS synonyms, define the persistent state this package maintains:

  • CCT_WF_PROCESS_ID_S — the sequence (or surrogate key source) that generates Workflow process identifiers for each launched instance.
  • CCT_ROUTING_RESULTS — stores the outcome of routing evaluations, including the agent ultimately selected and related result data.
  • CCT_TEMPAGENTS — holds transient or temporary agent candidate sets assembled during selection before the final result is committed.
  • WF_ITEM_ATTRIBUTES — the Oracle Workflow runtime repository where item attributes for the launched process are recorded.
  • PER_ALL_PEOPLE_F — the HR people view, used to resolve and validate agents and their employment status.
  • DUAL — accessed for single-row reads typical of PL/SQL utility logic.

The metadata also lists DBMS_SQL and PLITBLM as referenced dependencies (the latter supporting PL/SQL index-by table handling), which is consistent with the parameter-array construction routines.

Usage Notes

CCT_ROUTINGWORKFLOW_PUB is normally invoked indirectly. When an inbound interaction is presented to the Interaction Center, the routing engine calls LAUNCH_WORKFLOW_VERSION2/4/5 to start a routing workflow, passing the constructed parameter table; the workflow itself then drives agent selection and assignment. CANCEL_WORKFLOW is used when a call is abandoned or handled out of band. The ENCODE_CALL_ITEMKEY/DECODE_CALL_ITEMKEY pair is critical for any custom code that must hold a reference to an active routing workflow across sessions—custom callers should always use these routines rather than building item keys manually. Because the package references FND_API, callers should follow standard EBS API conventions: initialize the FND global context, check the returned API status, and inspect FND_MSG_PUB for raised messages rather than relying on raw SQL exceptions. All custom invocations should be validated against the specific patch level, since behavior differs between EBS 12.1.1 and 12.2.2 and the versioned launch procedures exist precisely to preserve compatibility across those upgrades.