Use of CEP in Contact Canter

Hi,
I am building a Contact Center, where users will report their complaints using mail and social media (Facebook, Twitter etc.).
If many users are reporting similar problems (like a particular ATM not working/not having cash), I want those problems to be treated as one.
I understand that I will have to use CEP for that, but I am not able to understand how it will be used.
Please give me some pointers.
Regards
Nitin

Hi Nitin,
Perhaps the following docs is helpful:
http://docs.oracle.com/cd/E23943_01/doc.1111/e14476/toc.htm.
A quick answer is:
1) OEP is an application server
2) An OEP application, which is a OSGI bundle, is comprised of Inbound Adapter, Event Channel, Processor, User Bean / Outbound Adapter
3) The business logic is usually implemented in processor's CQL queries.
Regards
Junger

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Use of CEP in Contact Canter

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