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Integrations

Oracle Fusion Cloud Service and Sales integration for your phone lines

Oracle Fusion Cloud Service and Oracle Fusion Cloud Sales are the service and sales apps of Oracle Fusion Cloud CX. We link them to CONTACT.WORK through Oracle's REST APIs, built to order. A ringing call is matched to an Oracle account and contact, and the agent sees open service requests and opportunities. Afterward, Oracle gets the call details, a link to the audio, and an AI-written recap on the right record.

Get a quotePricing
RESTOracle Fusion Cloud CX APIsIncluding your custom fields
4 objectsaccounts, contacts, service requests, opportunitiesMore added during discovery
2 appsService and SalesConnect one or both
CTIOracle's point for outside phone systemsOption three, a separate project

Capabilities

What you get with Oracle CX

Account and open requests on ringThe calling number is looked up among Oracle contacts and accounts. Open service requests, their severity, and active opportunities show up for the agent before the greeting.
Service requests from the phoneA new problem reported by phone becomes an Oracle service request filled from the agent form: account, contact, category, and description. A repeat call adds to the existing request instead of opening a duplicate.
Opportunities from sales callsWhen a prospect asks about pricing or a new product, the agent opens an opportunity in Oracle Fusion Cloud Sales without leaving the call screen.
Messaging in the same historyMessages answered on the platform – from your website chat, WhatsApp, text, or email – attach to the same Oracle account as the phone calls.

Options

Three ways to handle calls with Oracle CX

Service agents who spend the day in Oracle and a high-volume phone team need different setups. Choose by where your people already work – mixing options across teams is fine.

Oracle opens on the right account

Before pickup, a browser tab with the caller's Oracle contact or account page is already open. An unfamiliar number leads to a new-contact form that already holds the phone number and the line it came in on. This works well for sales reps and account managers who live in Oracle.

  • Account or contact opens by number
  • Unknown callers start as new contacts
  • The record goes with the call on transfer
Option 1 of 3

We settle on the option together after discovery.

How it works

What comes with every option

Interaction history

Calls appear on the Oracle account and service request

Each inbound and outbound call is recorded against the Oracle account, the contact, and – when there is one – the service request: direction, length, result, and agent, along with where to listen and an AI recap. Chats and emails answered on the platform sit alongside, so the next agent reads the whole story.

  • Recording opens from Oracle
  • Recaps written by AI, not by agents
  • Chats and emails next to calls

Ownership routing

Callers reach the person or team that owns them

Oracle stores an owner for each account and an assignee for each service request. CONTACT.WORK uses both: a customer with an open request goes to its assignee, a key account to its owner, and the rest to the right queue.

  • Request assignee first
  • Account owner for sales calls
  • Queue as the fallback

Setup

How an Oracle CX project runs

  1. 01DiscoveryWe review which Oracle apps you use, your service request categories and statuses, custom fields, and what each call should create or update.
  2. 02AccessYour Oracle administrator creates a dedicated integration user, grants it the roles we agree on, and shares the connection details securely.
  3. 03DevelopmentOur engineers write the exchange over Oracle's REST APIs. If you choose the in-Oracle phone panel, it is built and estimated separately.
  4. 04MappingAgents are matched to Oracle users, phone lines to service queues or sales teams, and call results to service request statuses.
  5. 05TestingTest calls cover a brand-new number, a customer with an open service request, a transferred call, one nobody answers, and one outside business hours; we then open each resulting Oracle record.
  6. 06Go-liveTeams switch in waves with training, and during the first seven days we reconcile CONTACT.WORK call reports with activity recorded in Oracle.

Requirements

What you need on the Oracle side

Oracle apps
Oracle Fusion Cloud Service, Oracle Fusion Cloud Sales, or both
Integration user
Set up by your Oracle administrator with the agreed roles
Fields and statuses
Service request categories and the fields agents fill in
Telephony
The carriers and numbers you have today
Platform location
Our cloud or servers you run
Cost
Added to the support plan: engineering at $60/hour on Pro (min. 8 a month) or from Maxi hours; Oracle licenses go to Oracle

Preparation

What to have ready for the kickoff

Service, Sales, or both?This decides whether calls feed service requests, opportunities, or both.
How are service requests categorized?Categories and severities determine routing and the agent form.
Who owns accounts?Owners and teams let a returning caller reach the same person.
What should agents see first?Open requests, entitlement or contract details, recent orders – whatever shortens the call.
Which other channels join?Website chat, texting, WhatsApp, or email – and which team owns each one.
Are calls recorded?In states where everyone on the call must consent, play a disclosure before the agent joins.

Q&A

Frequently asked questions

What links Oracle CX and CONTACT.WORK?

Oracle's REST APIs for Oracle Fusion Cloud Service and Oracle Fusion Cloud Sales link the two. Our engineers write the integration around your Oracle configuration during implementation, without a packaged connector, and test it with your administrators before go-live.

Do we need both Oracle Fusion Cloud Service and Sales?

One app is enough. Service-only teams get calls linked to service requests; sales teams get them linked to accounts and opportunities. With both, each call goes where it belongs.

How are calls recorded in Oracle?

Each call is saved against the account and contact, and against the service request when one is involved, listing direction, duration, result, and agent, plus an AI recap. Supervisors can play the audio straight from Oracle.

Can a phone call create a service request?

A phone call can open a service request through the agent form, with the account, contact, category, and description already filled in. If the caller already has an open request, the agent updates it rather than creating a duplicate.

Can agents dial from Oracle with one click?

Click-to-call from Oracle is part of the in-Oracle option, built on Oracle's integration point for third-party phone systems. It is a separate development project; in the other two options agents dial from CONTACT.WORK.

Can an AI agent take the first service calls?

An AI agent can greet callers, find their account and open requests in Oracle, answer status questions, and open a new request for simple issues. It hands complex cases to a live agent, who sees what was already said.

Voice AI agent →

Do our agents need Oracle licenses?

Agents typically skip Oracle sign-in entirely, since one integration user carries all the data back and forth. Licensing for that user and for indirect access is set by your Oracle agreement, so confirm it with Oracle.

What will supervisors see?

Supervisors get a live view of the floor on the platform – agents currently talking, queue length, wait times, abandoned calls – and can listen in or coach an agent privately. Long-term reporting on service requests stays in Oracle.

Reporting →

Must we warn callers that the call is recorded?

You should in states like California and Pennsylvania, where every party has to agree, and CONTACT.WORK can play that warning before an agent picks up. Read this as general guidance, not legal advice.

How much does an Oracle CX integration cost?

The Oracle integration is an extra charge alongside the CONTACT.WORK support plan your platform already runs on. On Pro, a developer hour costs $60 and the monthly order starts at 8 hours; on Maxi, the work uses the plan's included hours. After discovery we give you a scope estimate and start only with your approval. There are no CONTACT.WORK license or per-seat fees, and prices are shown before applicable taxes. Oracle licenses are paid to Oracle.

Pricing →

Glossary

Terms on this page

Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
REST: exchanging data between systems over HTTP
The standard way software exchanges data over the internet. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
CTI – computer telephony integration
Telephony connected to the CRM: one-click dialing, and the customer record opens on an inbound call. Learn more →
Support tiers
A support tier: tier 1 handles common issues, tier 2 handles complex ones. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Connector
A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
Abandonment rate
How many callers hang up before an agent answers. Learn more →

More

Other integrations

Facebook Page comments, reactions, and Messenger chats in the agent workspace. Learn more Email Inquiry emails go straight to your CRM and a sales rep – nothing lost, no delays. Learn more Asterisk Your Asterisk becomes part of the contact center: calls, recordings, and agent statuses in one window. Learn more API and protocols Connect your contact center to any system you use – via API, a database, or files. Learn more

Blog

Fresh from the blog

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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