A customer calls. Oracle knows who they are and what they last bought or reported – the phone only shows their number.
What Oracle provides for a phone connection
Oracle describes the route itself: for Fusion Sales and Service the first step is to select a CTI supplier, who brings a phone toolbar into the Oracle interface. For caller recognition, NetSuite refers to its own partners, whose software handles the telephony.
That suits a contact centre with fixed agent seats. For the team that simply makes calls – sales, inside sales, reception – it means a second telephony software next to the one already in place.
What it looks like with Haus iT Caller ID
You keep calling with Webex as before. While the phone rings, the caller’s name from Oracle appears in the Webex sidebar. In CX Sales and B2B Service with the company, and one click opens the record. After hanging up, the call note goes back to Oracle.
- The phone rings Incoming call
- Webex reports the number
- Haus iT Caller ID standardises it
- Your Oracle looks it up Your customer data stays here
- The sidebar names the caller
- The phone ringsThe caller is looked up in Oracle
- The name is therefrom CX Sales, Service, Siebel or NetSuite
- One clickopens the record – in CX Sales and B2B Service
| CTI supplier | Haus iT Caller ID | |
|---|---|---|
| Telephony | the supplier’s software | Webex, as before |
| Where the name appears | in the phone toolbar in Oracle | in Webex – on the road too |
| For whom | contact centre seats | everyone with Webex |
| Setup | through the supplier | in the portal |
Which Oracle products we connect
| Oracle product | Name while ringing | Company | One click into the record | Search by name | Call note | Create unknown callers |
|---|---|---|---|---|---|---|
| Fusion Cloud CX Sales | yes | yes | yes | yes | yes | yes |
| Fusion Cloud B2B Service | yes | yes | yes | yes | yes | yes |
| B2C Service | yes | – | – | yes | – | – |
| Siebel CRM | yes | – | – | yes | – | – |
| NetSuite | yes | – | – | yes | yes | – |
What you get out of it
- No second telephony. Webex stays as it is.
- Nothing on the workstation. The tile sits in the Webex client; no phone toolbar in Oracle.
- No change to Oracle. A dedicated user allowed to read contacts is enough.
- The gap every CRM has is covered. Anyone not in Oracle you add once to the number book – it applies to everyone in the company.
- Open callbacks. Missed calls stay in the tile until someone has called back.
Setting it up
- Address and login in the portal. For CX Sales, B2B Service, B2C Service and Siebel: the address of your Oracle environment and a dedicated user. The portal checks the login straight away and tells you what is missing.
- NetSuite signs in with a certificate. The portal creates it, you upload it to NetSuite once – no password is then stored with us.
- Siebel in your own data centre: the interface has to be reachable from the internet; your IT enables that.
- Approve the app in Webex – once, in Control Hub.
What it cannot do
- Call notes work in CX Sales, B2B Service and NetSuite – not in B2C Service and Siebel.
- No customer number. CX Sales and B2B Service show the company, the others the contact’s name.
- Creating unknown callers works in CX Sales and B2B Service – for the others, that is what the number book is for.
In short
Oracle knows your customers. With Haus iT Caller ID your team knows them too – while the phone is still ringing, without contact centre software.
Frequently asked questions
What does Oracle need for a phone connection?
Oracle expects a CTI supplier: for Fusion Sales and Service, Oracle says the first step is to select one; NetSuite refers to its own partners. Haus iT Caller ID needs none – the caller’s name appears in Webex, where calls are made anyway.
Which Oracle products does Haus iT Caller ID connect?
Oracle Fusion Cloud CX Sales, Oracle Fusion Cloud B2B Service, Oracle B2C Service, Oracle Siebel CRM and Oracle NetSuite.
What do I see while the phone rings?
The contact’s name from your Oracle system in the Webex sidebar, before you answer. In CX Sales and B2B Service one click opens the record, and you create unknown callers there as a contact with one click. In all five products you can also search by name.
Do I need a contact centre or a phone toolbar in Oracle?
No. You keep calling with Webex Calling, whoever provides the line. Everyone using the Webex client sees the name – in the office, in the home office and on the road.
Does it work with Oracle Siebel in my own data centre?
Yes, if the Siebel interface is reachable from the internet. Your IT enables that; you also need a dedicated user allowed to see all contacts.
What does it cost?
The portal with the Webex connection and the number book is free, with no limit on workstations. The tile is billed per user, the reports per company.