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Overview
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Overview

BIX_CCI_COLLECT is an Oracle E-Business Suite package body owned by the APPS schema and classified under the ETRM system as "OTHER." Its source header identifies it as BIXCCIVB.pls, version 115.30, last modified 2003/01/10. The package supports the Interaction Center / Telephony (BIX and JTF_IH) family of modules, and its central responsibility is the collection and collation of call detail data recorded against interaction media items. Business users in a Telephony or Contact Center deployment rely on this package to consolidate raw interaction media records — inbound calls, abandoned calls, transfers, queue segments, and agent segments — into a form that downstream analytics, reporting, and history tables can consume.

The name pattern "CCI" indicates Call Center Intelligence or Interaction collection; the package acts as the extract layer that prepares interaction-level facts for the BIX_INTERACTIONS historical store.

Key Procedures and Functions

  • COLLATE_CALLS — This procedure performs the core collation work. It declares a cursor all_calls that selects from JTF_IH_MEDIA_ITEMS for a supplied start and end date range, restricting to inactive (active = 'N') media items. The cursor derives a direction value using DECODE on media_item_type ('Telephony, Inbound' yields 'INBOUND') and an interaction_subtype using DECODE on media_abandon_flag and media_transferred_flag ('ABANDON' or 'TRANSFER'). A second cursor, c_milcs, retrieves line-control segment details for each media item, joining JTF_IH_MEDIA_ITEMS, JTF_IH_MEDIA_ITEM_LC_SEGS, and JTF_IH_MEDIA_ITM_LC_SEG_TYS, and produces a segment_order column via DECODE(ih_milcs_ty.MILCS_CODE,'IN_QUEUE',1,'WITH_AGENT',2), ordering segments so that queue time precedes agent time. A get_wrap_time cursor computes wrap-up duration in seconds by summing the difference between interaction and segment end times for a given media_id and resource_id.
  • COLLECT_CCI_DATA — The documented entry point that orchestrates data gathering for the package, invoking the collation logic and persisting results into the historical interaction structures.

A private helper, WRITE_LOG, is declared for diagnostic logging.

Tables Accessed

  • JTF_IH_MEDIA_ITEMS — The primary source of interaction media records; supplies media_id, media type, references, timestamps, source, and abandon/transfer flags.
  • JTF_IH_MEDIA_ITEM_LC_SEGS — Provides duration, handler, and resource information for each line-control segment.
  • JTF_IH_MEDIA_ITM_LC_SEG_TYS — Supplies the MILCS_CODE segment type used to determine segment_order.
  • JTF_IH_INTERACTIONS — Referenced when computing wrap time and interaction linkage.
  • BIX_INTERACTIONS — The target historical interaction table populated by COLLECT_CCI_DATA.

Usage Notes

Because the package is classified as OTHER and is referenced by no other packages, it is typically invoked through a concurrent program or a scheduled batch job rather than embedded in forms logic. Administrators schedule it to run over a completed date window so that only inactive media items are processed. The segment_order logic is significant whenever sequence-sensitive metrics — queue-to-agent transitions and wrap-up time — are required. Custom code calling this package should pass bounded date ranges and expect wrap time in seconds.