--- title: "Oracle Integration" slug: "oracle-integration" updated: 2025-01-07T12:00:00Z published: 2025-01-07T12:00:00Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.commbox.io/llms.txt > Use this file to discover all available pages before exploring further. # Oracle Integration ## Overview Oracle Service Cloud (formerly RightNow CRM) enables agents to seamlessly access the CommBox inbox as a CRM tab and streamline customer information between the two platforms. Customizations are done using the installed Oracle Service Cloud Desktop Windows Application. Once integrated, the Oracle CRM is to be configured at the channel settings of each communication channel (see below). **Steps for Integration** 1. Install Oracle Service Cloud 2. Create CommBox fields within the Oracle platform 3. Create CommBox Contact within the Oracle platform 4. Customize UI Layout 5. Activate Oracle at the CommBox Console ![oracle with CommBox tab.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/oracle%20with%20CommBox%20tab.png){height="" width=""} ## Step 1: Install Oracle Service Cloud 1. Open your ORACLE URL in the **Edge** browser (all other browsers will not work properly). 2. Enter the following link: http://{your_hostname}.custhelp.com/cgi-bin/{interface}.cfg/php/admin/launch.php Example: http://test-1.custhelp.com/cgi-bin/test_1.cfg/php/admin/launch.php ![download Oracle Service- clean.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/download%20Oracle%20Service-%20clean.png){height="" width=""} 3. Click the **Install Oracle Service Cloud** button. More information at [https://cx.rightnow.com/app/answers/detail/a_id/578/~/url-for-installing-and-logging-into-the-oracle-b2c-service-application](https://cx.rightnow.com/app/answers/detail/a_id/578/~/url-for-installing-and-logging-into-the-oracle-b2c-service-application) ## Step 2: Create CommBox Fields within the Oracle Platform 1. At the Oracle platform, navigate to **Configuration** > **Database** and double-click on **Custom Fields**. ![configuration step2a - clean.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step2a%20-%20clean.png){height="" width=""} 2. At the new screen, click **Incidents** and then click **New** at the top bar. 3. Based on the table below, create four (4) new custom fields and save your work after each incident. | Name | Column Name | Data Type | Usage | Hint | Size | | --- | --- | --- | --- | --- | --- | | CommBox Conversation Channel | channel | Text Field | Plain Text | Object Stream Name in CommBox | 255 | | CommBox Subchannel | subchannel | Text Field | Plain Text | Conversation Sub-Channel in CommBox | 255 | | CommBox Conversation URL | url | Text Field | URL | Link to CommBox Conversation | 255 | | CommBox Object Id |objectid | Text Field | Plain Text | Object Id in CommBox | 255 | ![configuration step2a - new incedent- clean.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step2a%20-%20new%20incedent-%20clean.png){height="" width=""} 4. Click **Save** at the top to save your work. ## Step 3: Create CommBox Contact within the Oracle Platform 1. At the same menu, navigate to **Contacts** to create new user fields. ![configuration step2a - new users.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step2a%20-%20new%20users.png){height="" width=""} 2. Click **New** and create two (2) new user fields based on the information in the table below: | Name | Column Name | Data Type | Usage | Hint | Size | | --- | --- | --- | --- | --- | --- | | CommBox User ID | commbox_user_id | Text Field | Plain Text | User ID in CommBox | 255| | CommBox User Unique ID | unique_id| Text Field | Plain Text | User's Unique ID in CommBox | 255| 3. Click **Save** at the top after creating each field. ## Step 4: Customize UI Layout 1. Navigate to **Configuration** > **Application Appearance** and double-click on **Workspaces/Workflows**. ![configuration step4.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step4.png){height="" width=""} 2. Click the **Custom** folder, followed by the **Incidents** folder. ![Configuration Step 4-2 - clean.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Configuration%20Step%204-2%20-%20clean.png){height="" width=""} 3. Create or edit your custom view for Incident (in our example, it is called **Incident Browser UI Custom**) 4. Right-click while hovering on the last tab and select **Add Tab After**. ![configuration step4c.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step4c.png){height="" width=""} 5. Edit the tab's name by clicking the document icon in the label section at the top bar. Name the new tab (“CommBox” in our example). ![configuration step4d.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step4d.png){height="" width=""} 6. At the top bar, click the **Insert Control** tab and drag the ‘Browser’ control to the center of the ‘CommBox’ tab. ![configuration step4e.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step4e.png){height="" width=""} 7. Double-click on the **Browser control** in the CommBox tab to open the **Design** tab at the top of the page. 8. Insert the following link with your brand name into the **URL** field and click **Save**. * https://.commbox.io/widget/object/$Incident.c$objectid See the example below for the “talk” brand. ![configuration step4d-2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step4d-2.png){height="" width=""} **Note**: After completing this step, every agent who sees this Incident view will be able to click on the Commbox tab. Agents need to log in using their CommBox username and password. 9. From the **Insert Fields** tab at the top, drag the Commbox Channel and Subchannel fields to the Incident View sidebar, where you see the Severity, Status, etc. ![configuration step4f.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step4f%281%29.png){height="" width=""} **Note**: To optimize the field view, select the **Design** tab at the top, click the label icon, and select the **Top** label position. If you don’t see the Design tab, double-click on the button you want to edit. ![configuration step4g.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/configuration%20step4g.png){height="" width=""} 10. Click **Save**. ### Optional step: Compose Tab You can add another tab dedicated to the CommBox Compose screen to enable agents to quickly send messages. To accomplish this, repeat steps 4-8 in this section. * At step 5, edit the tab to say “CommBox Compose” * At step 8, enter the following link with your actual brand name: * https://.commbox.io/compose * **Save** all your changes. ![oracle with CommBox Compose tab.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/oracle%20with%20CommBox%20Compose%20tab.png){height="" width=""} ## Step 5: Activate Oracle at the CommBox Console ### Module Settings On the main settings page, select **Oracle CRM** from the Integration section and click the **Install** button. ![Oracle Module settings- block info.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Oracle%20Module%20settings-%20block%20info.png){height="" width=""} **Enter the following parameters:** a. Your API endpoint URL (ending with the Oracle version used) b. Your brand’s Website URL c. Admin’s username (authorized to both platforms) d. Admin’s password ### Channel Settings Each relevant channel needs to have the applicable aspects of the connector toggled ON. Note that the open JSON code allows developers to alter the connector. At the time of creation, default settings will appear for every channel and subchannel. #### Main ![Oracle channel settings - Main.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Oracle%20channel%20settings%20-%20Main.png){height="" width=""} #### Transfer Attachments ![Oracle channel settings - Attachments.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Oracle%20channel%20settings%20-%20Attachments.png){height="" width=""} #### Transfer Transcripts ![Oracle channel settings - Transcript.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Oracle%20channel%20settings%20-%20Transcript.png){height="" width=""} Note: This action also updates the incident’s status. #### Transfer Conversation Summary ![Oracle channel settings - Conv Summary.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Oracle%20channel%20settings%20-%20Conv%20Summary.png){height="" width=""} Note: This action also updates the incident’s status.