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The CS.CS_WEB_CONFERENCES table in Oracle E-Business Suite (EBS) 12.1.1 or 12.2.2 is a critical data structure within the Customer Support (CS) module, specifically designed to manage and store information related to web conferences. This table plays a pivotal role in facilitating remote collaboration between support teams and customers by maintaining records of scheduled or conducted virtual meetings. Below is a detailed breakdown of its purpose, structure, and integration within Oracle EBS.

Purpose and Functional Context

The CS.CS_WEB_CONFERENCES table serves as a repository for web conference details, enabling seamless coordination between Oracle support personnel and end-users. It is primarily utilized in scenarios requiring remote troubleshooting, training sessions, or collaborative problem resolution. By storing metadata such as conference IDs, participant details, timestamps, and statuses, this table ensures traceability and auditability of virtual interactions tied to service requests (SRs) or incidents.

Key Columns and Data Structure

The table typically includes the following columns (exact schema may vary between EBS versions):
  • CONFERENCE_ID: Primary key, uniquely identifying each web conference session.
  • INCIDENT_ID: Foreign key linking to the CS_INCIDENTS_ALL_B table, associating the conference with a specific service request.
  • CONFERENCE_TYPE: Categorizes the conference (e.g., "Support Session," "Training").
  • START_DATE/END_DATE: Timestamps for session scheduling.
  • STATUS: Indicates lifecycle state (e.g., "Scheduled," "Completed," "Canceled").
  • HOST_USER_ID: References FND_USER to identify the Oracle representative hosting the session.
  • MEETING_URL/ACCESS_CODE: Technical details for joining the conference.
  • CREATION_DATE/LAST_UPDATE_DATE: Audit columns for tracking record changes.

Integration with Oracle EBS Modules

The table integrates with multiple EBS components:
  1. Customer Support (CS): Directly ties web conferences to service requests via INCIDENT_ID, enabling history tracking within the SR lifecycle.
  2. Workflow: Triggers notifications for scheduled sessions through Oracle Workflow.
  3. CRM Foundation: Leverages user and party data from HZ_PARTIES and FND_USER for participant management.

Technical Considerations

  • Indexing: Optimal performance relies on indexes for CONFERENCE_ID, INCIDENT_ID, and STATUS columns.
  • APIs: Custom integrations should use Oracle's public CS APIs (e.g., CS_WebConference_PUB) rather than direct DML to ensure data integrity.
  • Upgrades: Schema differences between 12.1.1 and 12.2.2 may require migration scripts due to Oracle's adoption of online patching in 12.2.x.

Business Process Implications

Organizations leveraging this table can:
  • Reduce resolution time via real-time remote support sessions.
  • Maintain compliance with service-level agreements (SLAs) through automated session logging.
  • Enhance customer experience with integrated virtual collaboration tools.
In summary, CS.CS_WEB_CONFERENCES is a specialized component of Oracle EBS that bridges digital collaboration with traditional support workflows. Its design reflects Oracle's focus on omnichannel customer engagement, providing a structured approach to managing virtual interactions within the broader service delivery framework.