Search Results interaction_key

Overview

APPS.CCT_INTERACTION_KEY_UPG is a single-purpose upgrade package body shipped within the Oracle E-Business Suite Customer Care / TeleService (CCT) product family. Its business function is to migrate legacy interaction key naming and relational operator notation into the standardized forms required by later releases of the interaction center routing and classification framework. Prior to this upgrade, routing rules and classification rules referenced interaction keys such as AccountCode, ContractNum, and AccountNum and used symbolic operators such as !=, EXISTSIN, and DOESNOTEXISTSIN. The upgraded model stores these keys with a declared STRING data type in CCT_INTERACTION_KEYS and normalizes the operator tokens to uppercase, underscore-free equivalents (NOTEQUAL, EXISTSIN, DONOTEXISTSIN). This package is a data-conversion utility rather than a runtime business API; it exists to make pre-existing customer configurations compatible with the upgraded interaction engine.

Key Procedures and Functions

The package exposes one documented procedure, UPGRADE_INTERACTION_KEYS. It performs the following work:

• Idempotency check — it counts rows in CCT_INTERACTION_KEYS where the key is AccountCode, ContractNum, or AccountNum with data type STRING. If any such rows exist, the procedure assumes the upgrade has already been applied and returns immediately. The count is wrapped in an exception handler that captures SQLCODE and returns silently, preventing the upgrade from aborting on lookup failure.
• Route parameter migration — it iterates over non-deleted rows in CCT_ROUTE_PARAMS. For records whose value matches one of the three legacy interaction keys, it maps the legacy operator to its upgraded equivalent and updates the operation column by route_param_id.
• Classification rule migration — it performs the equivalent loop over non-deleted rows in CCT_CLASSIFICATION_RULES, matching on the key column and rewriting the operation column by classification_rule_id.

Operator translation logic follows the mapping: != becomes NOTEQUAL, DOESNOTEXISTSIN becomes DONOTEXISTSIN, and EXISTSIN is retained as EXISTSIN. The default target operation is EQUAL.

Tables Accessed

• CCT_INTERACTION_KEYS — read-only in this package. It is queried to determine whether the upgrade has already executed, acting as the version marker for the conversion.
• CCT_ROUTE_PARAMS — read to identify legacy key/operator combinations and written to update the operation column on affected routing parameter rows.
• CCT_CLASSIFICATION_RULES — read to identify legacy key/operator combinations and written to update the operation column on affected classification rules.

All three objects are referenced through APPS synonyms, consistent with the package owner APPS. Both update loops explicitly respect the soft-delete flag, excluding rows where F_DELETEDFLAG is 'D'.

Usage Notes

CCT_INTERACTION_KEY_UPG is an OTHER-classified, internal upgrade utility. It is not a public API and is referenced by zero other packages in the documented metadata, which confirms it sits at the edge of the dependency graph rather than within a call chain. Typical invocation occurs during patching or post-upgrade steps, either from a SQL*Plus script executed as the APPS user, from an AD worker within an upgrade driver, or from a one-off DBA session. Because the procedure is idempotent — it exits when upgraded keys are already present — it is safe to re-run. It should not be called from interactive forms or concurrent programs at runtime, as it performs unconditional table maintenance. On Oracle EBS 12.1.1 and 12.2.2, no configuration parameters are required; execution depends only on the APPS schema and the three CCT tables being present and accessible.